The entire business landscape globally runs on technology, placed on its cornerstone. But as great as technology is a blessing, it can also be a curse. For example, with the business getting more advanced, technology becomes more complex. There come challenges of a different nature, and if those problems are not addressed in time, they can lead to the failure of IT systems and business.
That’s where IT help desk software comes into play; consider it as a system to help you to manage and fix IT issues. Instead of tackling each issue that comes up as they arise, you can solve them in a single unified hub. However, all IT help desk software is not the same. That is why choosing the one that suits your business requirements best is critical to the success your business will have. If the right software can significantly improve your business’s productivity, the wrong choice can result in downtime and poor customer satisfaction.
But don’t worry, because in this article we have got for you the top 5 best options when it comes to IT help desk software. What’s left for you to do is to take a deeper look at each one, understand their strengths and weaknesses and you will know which suits your business needs best.
Let’s get started!
Zoho Desk
If you want to streamline IT processes, Zoho Desk is the one of the most comprehensive help desk solutions out there in the market today. Zoho Desk offers a wide range of features — from fundamental functionalities like ticket management to comprehensive features like automation and analytics. Throw in the elegant interface and perfect performance, and you have software that is ideal for businesses of all forms and sizes. Here are its key features:
Robust Ticketing System
One of the most critical aspects of an IT support system are the support requests. Zoho Desk has the perfect ticketing system which can be used to effectively manage and track the IT support requests. Here’s what you can do with it:
- Create tickets
- Assign them to agents
- Set defined priorities
- Monitor their progress
But that’s not all! Further features are also available like automated workflows, SLA management, ticket categorization and more.
Comprehensive Knowledge Base
Another key feature of Zoho Desk is that it allows you to create and manage a self-service knowledge base. So, when common problems arise with customers, they can access the knowledge base and resolve them independently. Hence, the number of support tickets is significantly reduced while customer satisfaction increases.
Advanced Automation Workflows
Why do routine tasks like ticket assignments, notifications and escalations, when Zoho Desk can automate them for you. Custom workflows can be created as per the requirements of your business. So not only is manual effort reduced but efficiency improves by saving time and resources.
User-Friendly Self-Service Portal
With Zoho Desk, not only can the customers access the knowledge base; they can also submit tickets and track the status of their requests. This takes off the workload from your IT support team, but the customers are much happier.
Seamless Integration with Other Zoho Products
Zoho has several other IT-related products and if you were to use them with Zoho Desk, you’ll be able to integrate them seamlessly. Hence, you’ll have a unified platform that caters to all your business needs.
Pros
- Affordable pricing
- Feature-rich
- Customizable
Cons
- Some advanced features only available at higher priced plans
- Limited reporting capabilities
- Complex features offer steep learning curve
Freshdesk
If there was ever an IT help desk software that could deliver exceptional customer service, it would be Freshdesk. But what makes it one of the most popular IT support solutions in today’s market? To start off, its interface is perfect for users of all kinds; add to it the long list of features and you have yourself a tool every business needs. Let’s explore its key features:
AI-Powered Chatbots
The integration of AI has made life so much easier for businesses, especially in the realm of customer service. That’s because AI-powered chatbots are now available that answer common questions and can also troubleshoot issues. What’s more? They can be accessed 24 hours 7 days a week, unlike your IT team members.
Contextual Search
Much like every IT help desk software, Freshdesk also has a powerful knowledge base. But what makes Freshdesk so unique is its powerful search capabilities. Imagine being able to find any relevant information within your knowledge base and ticketing history simply on the basis of context; that’s what you get with Freshdesk. The quicker you find relevant information, the faster and more accurate your agents will be in solving issues.
Advanced Analytics and Reporting
Why hire a specific team member to monitor employee performance and customer satisfaction when you have Freshdesk? That’s right! Freshdesk will give you detailed analytics and insights regarding your team’s performance and where your business stands with regard to customer satisfaction. From there on, you have all the data to track key metrics, identify trends, and make decisions backed by data.
Integration with Popular Tools
Freshdesk is a blessing for businesses because it can be integrated into other IT tools you use. Let’s say you have a Customer Relationship Management tool, or project management software, Freshdesk can be used in tandem with any of them with seamless integration. So, all your workflows are streamlined and the overall productivity is increased.
Pros
- Natural language data discovery provided by the question-based query tool
- Gamification feature is suited for the younger customer service agents
- Customers can use the free tier to get a feel of the system over a long period of time.
Cons
- Pricing can be higher than competitors
- Only the beta version offers high-end analytical features
Jira Service Management
Jira Service Management has recently gained immense popularity in the market. Regarded as one of the top IT help desk tools, Jira Service Management is unique in its own way. And not only does it have basic features like a solid ticketing system, but it also provides advanced features like project management integrated in the tool. Let’s take a closer look:
ITIL-Compliant Workflows
In case you want to resolve any issues fast, or even programming standardization, Jira makes its presence and gives you the option. The built-in ITIL-based workflows help you to standardize your IT support process with the industry’s best practices.
Advanced Issue Tracking
Jira Service Management is a tool that allows you to take the lead to managing all IT-related problems. Jira is one of the most comprehensive systems for tracking and managing IT problems, from the simplest of help desk requests to incidents that require detailed attention. In addition, Jira’s interface design is very intuitive so you can deal with everything from assigning and prioritizing tasks to managing and tracking their progress.
Flexible Project Management
Jira Service Management is the ultimate project management tool for planning and executing IT projects. It has methodologies such as Scrum and Kanban so that your team’s workload is handled, and your projects are delivered under the existing budget and on time.
Seamless Integration with Atlassian Tools
Jira Service Management isn’t just an IT help desk; they have a comprehensive set of tools that come together to form an IT system. So, when you use Jira, you can seamlessly integrate it with other tools like Jira Software and Confluence, making a unified platform. No more need for multiple tools and workflows is streamlined.
Pros
- Up to 3 agents can use the free plan
- Messaging channels have new integration options available
- Low-code or no-code intelligent form creation
Cons
- Third-party add-on required for customer access via social media channels
- Additional subscription required for interaction with other authentication services
Zendesk
At number 4 on our top 5 best IT help desk software is Zendesk; a state-of-the-art platform used worldwide by businesses to deliver exceptional customer experiences. What sets apart Zendesk from the rest of the competition is its comprehensive range of features. Let’s look at them in detail:
Real-time Live Chat
Why wait for customer queries to come in via email or ticketing system? Now you can use Zendesk’s real-time live chat feature and engage with customers in real-time. So, whether they have questions, queries or need help, you can tackle them all instantly by providing them with real-time personalized support.
Efficient Email Support
A major portion of an IT support system is emails, be it emails coming from customers or anything else. Zendesk allows you to not only handle emails better but also get back to them in a smarter way. Taking it one step further, Zendesk gives you the ability to automate workflows. This enables you to route and prioritize emails and easily track responses.
Advanced Analytics and Reporting
Much like other IT help desk software, Zendesk is also reliable when it comes to analytics. Before Zendesk, businesses would hire a set of employees who would monitor customer behavior and agent performance. However, Zendesk provides you with valuable insights and intricate details of all these aspects. You can access those from their interface and use them to identify trends, optimize workflows and work towards improving customer satisfaction.
Omnichannel Support
One key feature that gives Zendesk an upper hand among other similar tools is its capability to integrate with multiple channels. Whether you are looking for social media support, mobile apps, or messaging platforms, Zendesk is seamless with its omnichannel support.
Pros
- Unser interface is highly customizable
- Reporting and query tooling is comprehensive
- Large marketplace of apps and integrations available
Cons
- High pricing on entry-level
- Pre-build dashboards can only be customized on Enterprise levels
Spiceworks Cloud Help Desk
Majority of the IT help desk software out there is designed for large-scale corporations with complex IT needs. So, what about small and medium-sized businesses; for them, we have Spiceworks Cloud Help Desk. It is a free cloud-based help desk platform that helps businesses manage and track IT support requests. Let’s take a deeper look:
Robust Asset Management
Unlike some of the previous tools, Spiceworks has an inbuilt asset management feature. So, you can track and manage your IT assets, whether hardware or software. This makes your life a lot easier when you can maintain an accurate inventory; plus, the resource allocation is optimized.
Community-Driven Support
The user community is a fantastic method that connects IT help desk software users with each other. As far as Spiceworks is concerned, there is a functioning Spiceworks community of organizations and other similar platforms relying on this tool every day. It allows you to be a part of the Spiceworks community once you select Spiceworks Cloud Help Desk as your IT support provider. Knowledge sharing about the platform, asking and resolving issues, helping each other, collaborating with other IT professionals are just a few of the unique-value-propositions you get by being part of this community.
Integrations with Other Spiceworks Tools
Most businesses are not just after an IT help desk software but a comprehensive IT management system. The best way to achieve that is to use different tools from the same provider. In the case of Spiceworks, you can select from a wide range of tools like Spiceworks Network Monitor and Spiceworks Inventory. Since your IT help desk is also from Spiceworks, all these tools will seamlessly integrate into forming one unified IT management system, ready to tackle all your IT needs.
Pros
- Completely free help desk software
- Smart reporting plug-in
- Functionality for basic IT ticketing is solid
Cons
- Dashboard cannot be customized
- Ads in the app
- Social media links, chat support unavailable
Final Thoughts
Those were five of the best IT help desk software in the market today. Whether you like it or not, every business needs one of these types of software to ensure their IT systems run smoothly. Although all of this software comes with the basic features, you must evaluate the intricate needs of your business when making the choice.
With over 20 years of experience, FunctionEight provides the best IT help desk services in Singapore and Hong Kong. Discover why businesses rely on FunctionEight for reliable, innovative, and results-driven IT help desk services. Reach out to us today and take the first step towards transforming your IT support!
