In this article, we are looking at the 4 Best Helpdesk Management Systems. How they work and some pros and cons.
For a business at its budding stage, it is manageable to deal with issues originating from the customers. However, once the business takes flight, the volume of internal and outside help requests accumulations ask for a dependable helpdesk management system. Such a system can aggregate customer complaints, queries, and problems from different customer-dealing channels in a centralized unit.
This simplifies problem tracking and assists in prioritizing solutions so nothing can get through the cracks. To reap such benefits, you must know about the best helpdesk management systems and what they have to offer.
How Does a Helpdesk Management System Work?
When a user mails the helpdesk or signs in to a web-based helpdesk management system app to send the message, it goes in the helpdesk monitored mailbox. This message turns into a ticket, which then goes to its specific mailbox category depending on the user’s topic issue. The customer service team receives a notification of a new ticket via email, instant alert on the phone, SMS, etc. An agent grabs a particular ticket, usually the initial ones, to be collected. By picking a particular ticket, other agents do not have to waste time focusing on the same ticket.
The agent then seeks to resolve or answer the customer’s issue by interacting on the helpdesk system interface. Once the issue put forward by a user is settled, the agent then closes the ticket. A helpdesk system ensures that the entire process of dealing with a customer’s problem goes smoothly so you do not miss any important steps.
4 Best Helpdesk Management Systems
With endless systems now available for everyone, here is a list of some of the best helpdesk management systems that aim to help businesses deal with customer issues:
Another quality helpdesk system, LiveAgent features a comprehensive set of traits, primarily multichannel support. It yanks together live chat, email, and social media to provide your customers with an option in reaching out to you. The app is developed for small businesses, but can effortlessly scale to enterprise needs because it carries all the essentials. Small teams can deal with heaps of tickets regularly with relief by leveraging the collective inbox and smart automation.
All tickets centralize in one location, avoiding any missed tickets and enabling the instant finding of overdue ones. The system also integrates with social media pages so you can publish, reply, and oversee these pages within the system. Furthermore, if you wish to align the processes with your workflows, the system extends an API for third-party apps. LiveAgent delivers reports to deliver insights into crucial customer support metrics, too.
- Customizable labels and tags
- Easy configuration for use in numerous departments
- Capacity to configure it for usage in various departments
- Tagging ease
- The user interface needs improvement
- Reporting can be enhanced
FreshDesk is as thorough as it is easy to use. It is created on an intuitive architecture, making it adequate for various business types. The system also proposes a tremendous free trial program that allows you to access all its fundamental features. Moreover, its Android and iOS apps are amongst the most active out there. It enables you to take the system with you anytime and anywhere. Its user interface is excellent with a smooth navigation; it is an end-to-end helpdesk system, complete with typical features and more. From ticket management automation to social media incorporation and self-service, the system covers it all.
It also lets you keep a close eye on agent performance and their resolution time, the success rate for performance evaluation. This helps to benchmark the excellence of your customer service.
- Good plan for freelancers
- Ease of usage
- Flexible system
- Product portals
- Ticket merging can be confusing to use
- Lack of social media range
Groove is a simple helpdesk management system that is ideal for small businesses and startups. It has a scalable and entirely customizable helpdesk solution that facilitates businesses to distribute instant personalized support to each customer. The system procures a range of important features that include a shared inbox, knowledge base, email management, team alliance, customer awareness, multiple integrations, and live chat. Mainly, Groove’s set of traits work best in unison to support and please customers, which eventually steers to business improvement. The system offers a strong workflow procedure for assembling and prioritizing tickets.
Moreover, there are fundamental team collaboration elements like assignments, agent availability, collision detection, and authorizations. These details can simplify ticket resolution, thus improving the agents’ productivity, accelerating resolution times, and boosting customer satisfaction. With an effective flow like this, you can stay stress-free knowing that everything is cared for.
- Great interface
- Seamless integration
- Adding prospects is easy
- Thorough email tracking and insights from analytics
- No automated appointment rescheduling
- Lacks flexibility
4. Zoho Desk
Zoho Desk is a substantial helpdesk platform that offers all the necessary tools to promote a company’s customer support process. It also helps in improving reporting and agent performance. The reports this system delivers are incredibly helpful in overseeing agents’ performance, and in making data-driven rulings. It also provides automation abilities and multi-channel support, letting agents transmit immediate and valid support to customers. Such facilities can result in better client relationships and, eventually, boosted earnings.
Customers benefit from utilizing Zoho Desk as it allows them to request assistance and send queries through social media. Answering such queries can be done promptly from the platform and the agent does not need to leave the system. You can decide which procedure to use in dealing with issues, be it via ticketing or live support. Among all that Zoho has to offer, perhaps the most broadly noted feature is how it lets you create knowledge bases for customers to solve any minor issues themselves.
- Amazing data management
- Promotes effective teamwork
- Solutions to concerns repurposed as article
- Easy to assign agents
- Lacks customization
- Reports can be a tad unclear
You can always trust a helpdesk management system to be error-free and this is the most essential aspect for any business. With stellar customer service, you can help your business ascend to success and a helpdesk system can lend a hand in achieving this. When you take care of your customers, it develops a trust that keeps them coming back. We hope our article will help you choose a helpdesk platform that is most suited to your needs.