The Best Automated Help Desk Software in 2020

Hello, in this Automated Help Desk Software article we will guide you on the automated side of help desk software, from introduction to 5 software to check, in 2020.

Automated Help Desk Software
Automated Help Desk Software | Image by Gerd Altmann from Pixabay


As companies grow, the surges in revenue and customers can often lead to huge increases in volumes of help desk tickets. Ultimately resulting in employees having to work overtime. Employees may lose up to 2 weeks of working time. This could have dire effects on the company and that is why they require automated help desk software. Automated help desk software is designed to improve customer care-service and help employees by boosting customer support and strengthening customer relationships.

Help desk software has been proven to increase revenues by 15 percent and reduce the cost of servicing customers by as much as 20 percent. A good IT help desk will allow you to identify problems and direct them to people who can resolve them. It will also help your support teams in managing workload. IT help desks can significantly elevate customer service and keep customers happy and satisfied. Due to their importance in companies for improved efficiency and management, help desk software is widely used to help employees and customers.

There are several automated help desk software available online and choosing software for your company can be extremely difficult, especially if you do not know the basics.

This article covers everything you need to know about automated help desk software and we also compiled a list of the five top automated help desk software available in 2020 that could truly support your employees and improve your company’s efficiency.

What is Automated Help Desk Software?

An Automated Help desk software is a software, can be on-premise or cloud/saas based, which allows customer operators to record user requests and manage other customer-related problems. They are usually a part of service desks, which features IT service and asset management and address customer queries to make customer-care resourceful and efficient.

The automation part is where the software used to automate part of the daily work. It can contain a flow to some tasks that can automate by inner processes. Automated can also refer to fixing known and reaping issues in end users.

An automated Help desk software serves as a virtual hub where customers can enter queries, which are then tracked, arranged, and resolved. They include components like ticket management. Reporting and optimizing, and automation suite. Also, they sometimes provide forums for self-serving resolution of repetitive requests. Generally, they consist of three main elements: ticket management, automation suite, and reports and organization, and several other features.

What are the Features of Automated Help Desk Software?

  • Automation:

    Automation allows help desk systems and ticket functions to run smoothly by managing tickets using tools like agent collision, which allows agents to identify and track ticket handlers and prevents duplication. It monitors, categorizes, prioritizes, and assigns issues of tickets to appropriate agents or other members of a service support team so that issues are dealt with properly and efficiently. It can also turn email inquiries into tickets to accelerate query handling. Similarly, it can feature automatic replies to similar queries and send alerts and ticket follow-ups to agents.

  • Ticket Management:

    Help desk software feature customization functions to assist in ticket management. Since tickets vary in types, the full-featured help desk solution offers many customizable templates that can be combined or loaded on command if a ticket includes multiple queries. Tags can be linked-to articles in the information forum to simplify the organization of tickets and facilitate a faster response of resolution time.

    You can use help desk software to track and manage ticket status and it informs you when tickets are opened, cued, or closed. Customers are automatically informed whenever there is a change in the ticket status. In the same way, ticket submission forms can include customized fields for customers to fill. Help desk software also allows you to personalize ticket pages. All these incredible tools combined make gathering customer information and feedback easy and resourceful.

  • Self-service:

    The self-service feature is an online portal that offers updated information like documentation of services or your company’s products, FAQs, online forums, and other resources for customers who have queries or issues and are looking for solutions. Customers no longer have to contact their agents every time they have a query, as it is an online platform, accessible from anywhere.

    However, if customers are unable to find solutions here, they can fill out a form and send it as a ticket. The self-service feature is efficient and reserves resources spent on support systems. Companies use it for many purposes such as business intelligence, bills and invoices, payrolls, and appointments and bookings.

  • Knowledge Management:

    Knowledge management could refer to information hubs, resource centers, or knowledge bases that contain explanations and solutions to common issues and queries about your products or services. These centers usually feature advanced search tools, autosuggestion, and filters to help users and customers to find the right solutions for their questions. They may also have information regarding issues that have been resolved and are typically a part of company websites.

  • Asset Management and IT Management:

    Asset management and IT management tools automate the process of identifying and tracking IT assets by simplifying IT reporting and managing purchase orders, billing, and invoices. The asset management features monitor software and hardware configurations and evaluates the status of computer servers and networks.
    Asset and IT management use SLAs to ensure the quality and amount of delivery items. Help desk systems allow IT professionals to organize requests, prioritize problems, and carry out tasks smoothly, while also enabling them to work on multiple similar queries simply by visiting the server room.

Why You should use Automated Help Desk Software:

According to a study, excellent customer journeys can increase customer satisfaction by as much as 20 percent and revenue by 15 percent, while also lowering the cost of customer service by at least 20 percent. Customer service matters and companies that provide excellent customer service have incredible potential. Help desk software improves communication in several ways. For instance, an agent can add private actions to tickets. This way, employees can communicate directly on a ticket without customers seeing it.

Employees can also post important information and notices on an internal community allowing all members to interact with each other. The software allows you to instantly identify and resolve issues and provides you with improved visibility of customer requests and queries. A help desk software provides quicker turnover for technical problems, customer satisfaction, and increased revenue, ultimately increasing productivity and job satisfaction.
Moreover, help desk software is relatively affordable. If you want to boost your customer support to offer the best customer experience and satisfaction, using a help desk software will greatly benefit you and improve your customer-care service and IT department.

The Five Best Automated Help Desk Software

1. Zendesk

Zendesk is an efficient and useful help desk app that includes adaptable ticketing management, advanced reporting and analytics, and multichannel support.

It offers a knowledge base and enables you to create communities. This allows customers to share and find answers in an online forum instead of contacting an agent. The forum contains customer interactions including emails, chats, social media, and smartphones.

The self-service feature includes a smart search tool, FAQs, and guidelines that are accessible all the time. Zendesk also features mobile support, group rules, integrations, macros, and automated functions. Customer support software, Zendesk has everything a customer requires to have a good experience.

Best Features

  • Offers incredibly flexible ticket management featuring automated workflows and multi-support channels
  • Includes a solid knowledge base and community forum that has a customer-friendly web interface
  • Provides strong reporting and high-level analytics that have open API, allowing smooth integration
  • Private and public forums that can support iPhones, iPads, and Android devices, etc.
  • Has both public and private forums with good mobile support for iPhone, iPad, Android, etc.

2. Freshdesk

Freshdesk is a well-known help desk software designed to meet the criteria for both large scale and small-scale companies. It is convenient to use and built with an intuitive and flexible user interface, which makes it ideal for many businesses. It offers several different plans that cater to freelancers and small businesses.

Freshdesk offers many capable features such as automation tools, self-service portals, and multi-channel support, etc. The help desk software keeps a record of customer tickets and allows you to streamline channels such as emails or phones to help you identify and assign tickets to the appropriate person. Freshdesk has the potential to truly uplift and improve customer care service.

Best Features

  • Can convert emails into tickets and has a speedy response time
  • Features an in-built intuitive report system that helps identify lacking areas and tracks team performance and customer satisfaction.
  • Automation feature automates ticket assignment processes
  • It includes a knowledge base for customer convenience

3. LiveAgent

LiveAgent is incredibly easy to use, provides good support for customers, and offers more than 175 features. It offers multichannel support that can condense multiple channels into one for improved communication.

It provides customers with several options for contacting agents such as live chats and emails combined into a single unit. The application is crafted for small businesses and enterprises with features for collaborating space, gamification, and web-embedded contact.

Tickets are organized into one location, allowing users to identify overdue tickets and preventing skipped tickets. The app can also merge with social media platforms so you can manage these within the system. LiveAgent also offers an extensively documented open API for third-party applications.

Best Features

  • An efficient and convenient ticketing system
  • Offers live chatting and chat-messenger widgets that have automated invitations
  • Offers an increased range of connectivity
  • It has a good customer support portal

4. Zoho Desk

Zoho desk is a fantastic support desk program that contains every tool needed by a company to boost its customer support processes and it significantly improves reporting and productivity. The reports generated by the system are useful and resourceful in monitoring agent performance and in making data-based decisions.

Zoho Desk features multi-channel support and automation functions that allow users to deliver accurate and efficient support to customers. Zoho Desk allows increased earning customers to submit requests and ask queries via social media. Agents can respond directly to these without having to leave the system.

Best Features

  • It features an AI assistant to provide agents and customers with human-like responses in real-time while assisting them in finding solutions
  • The reports generated by the system can track agent performance and data-driven decisions
  • It offers social media channel support
  • It features a knowledge base to help customers resolve issues and queries

5. Freshservice

Fresh Service is a powerful system that is ITIL-ready and suitable for both small businesses and enterprises. It includes features like ticket management, CMDB and knowledge base, and advanced features for customization and problem management.

It is an efficient way of managing assets and IT service requests. Risk detection mechanism utilizes previous and new incidents to analyze potential risks in the future, helping you plan and forecast easily, It is widely popular amongst customers due to its automated internal process and it also improves employee experience.

It features basic configuration, a user-friendly interface, and service desk resolution and allows businesses to manage IT service requests and assets competently.

Best Features

  • Features risk detection to anticipate technical problems based on previous and current incidents
  • Offers change, vendor, problem, and incident management plans
  • A self-service portal that facilitates customers with their queries
  • Android and iOS applications allowing users to raise, monitor or resolve tickets on the go
  • Freshservice meets ITIL standards. Enabling tickets to be defined and features automated processes that allow your service desk operation to run smoothly


We have made it clear how a help desk software can be beneficial for you, your company, its customers, and employees as they make work processes run seamlessly and efficiently. They considerably contribute to corporate earnings by boosting customer service. All the help desk software mentioned in this list are fantastic when it comes to customer service and usage, and they will significantly benefit your business.

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