Top 7 Open Source Help Desk Software In 2020

In this article, we will talk about the top 7 open source help desk software in 2020, including the tool features, what is it help desk, and a list of top 7 for you to know about. So let’s start.

Open source help desk software
Open source help desk software | Image by Christopher Kuszajewski from Pixabay

Introduction:

With the advent and popularization of the internet, businesses have skyrocketed their profits by integrating themselves with it. Business ventures that are backed up by a website or social forum are more likely to succeed than their competitors who are not. However, one thing that makes a business strong, whether it be online or offline, is a strong customer service program. We are living in the age of consumerism and in this era, the customers are everything. Their satisfaction must be the goal of every business owner.

Due to an ever-expanding pool of potential clients, it becomes harder and harder to address and prioritize their queries manually – this is where help desk software comes in.

What is Help Desk Software?

Help desk software is a business tool intended to “bridge the gap” between customers and businesses. The basic idea of this software is to categorize and prioritize clients’ queries and concerns for immediate resolution. The process involves opening up a channel of communication with the customers, who address their concerns; their queries, if generic, may be referred to the FAQ section for immediate resolution, otherwise they are directed to the customer service agents.

The queries are given “tickets” which are then categorized and prioritized based on several factors, such as urgency. The problems are then addressed by the customer service reps one by one and the clients get to express their feelings about the experience; this way, a strong bond develops between the two parties which may lead to long term collaboration. If you are an entrepreneur seeking to boost their business through effective communication, this article is a must-read for you.

Functions of an Open Source Help Desk Software:

The basic feature that all help desk software share is the ticket management system. Several other factors combine to create effective and result-oriented help desk software. This article is specifically targeted towards open source software, which means the ones that you don’t have to pay for. Though they may lack in some areas when compared to paid software, they can get the job done.

All help desk software work on a query and problem solving principle. They provide contact channels such as emails and social media, funnel the queries to one spot, and categorize them. Ticket allotment and management is a common feature in all of these. The goals are to simplify the query process, ensure customer satisfaction, and reduce effort on part of the company workers.

Here is a quick, in-depth rundown of essential features that define a help desk system:

·        Contact Establishment:

The first part of securing a customer is communication. Multiple channels funnel information to the help desk software, which in turn forwards it to the concerned personnel. Email, SMS, website, instant messages, and contact numbers are all examples of channels employed by this system. The main idea is to provide convenience to the clients via quick problem resolution and the business via effective communication. Moreover, precious time and money are saved, which would have been wasted over checking all of these channels individually.

·        Allotment and Management of Tickets:

Tickets are systematically allotted and managed. The progress of the queries is tracked from the time of submission to resolution. Supervisors can generally track this progress and the software knows to prioritize urgent queries.

·        Redirecting Towards FAQs and Research-Based Response:

Repetitive queries are redirected to the FAQs section, allowing the customer to immediately resolve their issue; this also saves up precious time on the company’s side and lets workers address the more unique and urgent queries. Customers can retrieve the FAQs section at any time with just a click.

·        Clutter-Free Dashboard:

The worker can examine all ongoing processes at once. Oncoming, in-progress, and resolved queries are all displayed, allowing the supervisor to analyze and assess their worker’s performance. In simple words, help desk software stacks up all the important data in one place.

·        Automation of Several Functions:

Instead of having to manually go through every tedious detail of the process, a worker can relax knowing that the software will take care of things. The software automates repeat processes, notifications, and ticket allotments, saving up hours of work-time.

·        Analytical Functions:

The software categorically organizes available data and can predict future projections based on it. It also allows for better inference of the data set in accordance to analysis charts and graphs.

Top 7 Open Source Help Desk Software In 2020:

Now that we’ve gone over the basics and you know what to expect of help desk software, let’s dive in and explore the best ones available:

1.      HelpDeskZ

HelpDeskZ is the first name that pops to mind when discussing open source help desk software. It is a PHP-based software intended to deliver simplicity and functionality under one brand. It has a simple dashboard design, allowing the user to stack various functions on a single screen for ease of access. Its automated messaging and mailing service saves up on a heap of time and money on the company’s end. It also allows the user to customize and set the dashboard fields according to their convenience. The agent can also customize message templates for specific needs instead of having to type the entire thing from scratch. The product promises simplicity, ease of function and effectiveness, and delivers all three.

Pros

  • Hosts unlimited users
  • Completely customizable
  • Supports multiple languages
  • SMS/Email notifications
  • Ticket management

Cons

  • No social media integration
  • Agent collision avoidance system absent
  • SLA management absent

2.      UVdesk

UVdesk is an equally potent competitor on this list and offers a great deal for free. It has a modernistic approach. With a clutter-free interface and a multi-channel social media integration support, the software allows its users to work at ease and with greater efficiency. It also has the distinct advantage of being mobile-friendly, allowing entrepreneurs to engage with their clients on the go; this mobile support gives business owners the liberty to enjoy their lives without having to worry about an unanswered query. The app also enables supervisors to keep a keen eye on the performance of their subordinates and ensure the best results. Integrated form builder app and file viewer app keep the user hooked to one platform for all of their needs. The best part, however, is their top tier security protocols that are meant to avoid any data breaches.

Pros

  • Allows unlimited users
  • Multilingual
  • Social media integration
  • Agent collision avoidance
  • Ticket management

Cons

  • No SLA management

3.      Faveo

Faveo is another modern software with a plethora of potent features at its disposal. Just like UVdesk, Faveo has mobile support and social media integration that allows the user to access various portals with ease. Its most unique feature is SLA management, which ensures the strengthening of customer-business relations. It categorizes queries according to urgency but prioritizes existing customers – this is another bonus. It also includes a built-in knowledge base that stores all data and in time serves to form the basis of the software’s response. The knowledge base enables such software to correctly judge whether a ticket must pass through to the agents or be redirected to the FAQs section. It also provides multilingual support, allowing the user to encompass a wider audience. Another magic trick up its sleeve is the agent collision avoidance system, which, as the name implies, prevents two or more agents from wasting their time on the same query. Last but not the least, it allows the agents to merge tickets, while the customers are given the option of rating them based on their experience.

Pros

  • Multilingual support
  • Social media integration
  • Agent collision avoidance
  • Knowledgebase present
  • SLA management

Cons

  • Only allows 2 users

4.      Spiceworks

Spiceworks is another simplistic software, much like HelpDeskZ; however, it excels in providing a fast and responsive ticket management service and tops multiple competitors in doing so. It also hosts multi-site and multi-platform support; this allows an overall management of all business affairs at once. It also integrates automation in notification delivery, saving up on time and effort. Its competent knowledge base allows the redirection of repetitive concerns to the website’s FAQs section.

Pros

  • Unlimited users
  • Customizable
  • Email/SMS notifications
  • Knowledge base system
  • Ticket management

Cons

  • No social media integration
  • No agent collision avoidance system
  • SLA management absent
  • Lacks multilingual functionality

5.      osTicket

osTicket is one of the most famous names in the open source help desk software market. Its unparalleled ticket assignment and resolution potential has earned it a well-deserved reputation. Like Faveo, it too hosts an SLA management feature to cement client-business relations. It also boasts the agent collision avoidance feature, saving up a great deal of hassle. It has a simple dashboard with real-time notifications and its custom help forms and support portals allow for ease of operation.

Pros

  • Unlimited users
  • Simple dashboard
  • SMS/Email notifications
  • Agent collision avoidance feature
  • Knowledge base system
  • Easy to use
  • SLA management

Cons

  • Not multilingual
  • Lacks social media integration

6.      Liberum

Liberum has a simplistic and basic design just like most of the other tools on this list. It is recommended as a starting software for small to medium enterprises (SMEs). Despite its simplicity, it is completely customizable; this means that it allows the users to fully tailor it according to their needs. Its notification templates are customizable as well, saving up on time from the user’s end. It also features SMS and pager notifications if need be. Another salient feature of this software is that it is completely web-based, so you don’t need to install it. Its simplicity and ease of use make it a preferred starter’s choice amongst the business community.

Pros

  • Great for beginners
  • Customizable
  • SMS/pager notifications
  • Knowledge base
  • Ticket management
  • Completely web-based

Cons

  • Social media integration absent
  • Agent collision avoidance system absent
  • No SLA management
  • Lacks multilingual functionality

7.      Katak Support

Katak Support is a simple ticket support system, meant to assign and manage tickets. Just like Liberum, it is completely web-based and customizable. Not only does it save disk space, does not require a setup process, but can also be tailored to suit the user’s needs. It has a seamless email and messaging system and is a suitable startup software due to its simplicity.

Pros

  • Unlimited users
  • Customizable
  • Saves disk space
  • Knowledge base
  • Ticket management
  • Doesn’t need to be downloaded

Cons

  • Does not have social media integration
  • No agent collision avoidance feature

Conclusion:

Open source software has the advantage of being constantly added upon by subsequent developers. Such software is predicted to be even more integrated by coming years, depending on the development of the online community. The best feature that all of them share is that they do not cost a single penny. Small business initiatives always seek to minimize miscellaneous expenditures to maximize the main input. These software have a unique set of abilities but fall short in some areas because they are free.

These software increase client-business bonding and aid the growth of the latter. Instead of spending resources on monitoring multiple platforms, they provide an all-in-one experience. Many businesses have benefited a great deal by integrating similar technologies in their framework. The biggest hurdle in your path will be taking the initiative, but it will be a breeze after that point. No more juggling queries, no more stress – open source help desk software will aid you in every step of customer service.

You can easily pick the best software amongst these, depending on your needs; for instance, if you are a one-man team working on a business venture on your own, then Faveo is ideal. However, for a bigger team, one of the other software would be more ideally suited. The basic function of all of these systems is to allow ease of operation, and all of the ones in our list are excellently capable of doing that. Scrutinize over the details and, if uncertain, try a few of them out before making a final choice. We assure you of their excellent performance and assisting ability.

 

2 thoughts on “Top 7 Open Source Help Desk Software In 2020”

  1. Great Post. Agreed on many points. Here i suggest top 7 open source help desk software in 2020 :

    1. HubSpot CRM
    2. Zoho Desk
    3. Azure Desk
    4. HappyFox
    5. Spiceworks
    6. Web Help Desk
    7. Track-It

    Further, I’d like to suggest that you can get the best HelpDesk software recommendation at Techimply. I see Techimply is a best and free software platform. If you interested ? visit Techimply.

    Reply

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