Top Help Desk Software and the Essential Features of a Help Desk

Help desk software is a ticketing system for internal staff to organize and respond to customer inquiries. The inquiries are presented through multiple channels such as email, phone, or social media. The platform enables the support agent to track, prioritize, and solve customer support tickets. Help desk software includes additional self-service, social customer service integrations and live chat software modules for better customer service experience. It is designed to provide information and support for the company’s various products or services to a customer. Help desk platform provides a glance into customer engagement across all communication channels.

Top Vendors of Help Desk Software includes –

Zendesk Support – Zendesk Support is one of the best help desk software solution that is designed to fit various needs and resolve various problems at the workplace. Zendesk is a cloud based software that is used for improving client and customer communication.

Freshdesk – Freshdesk is a cloud-based customer service helpdesk software that provides a single platform to handle conversations with every customer. Freshdesk enables users to automate workflows, provide self-service, manage SLAs, and measure metrics.

Zoho Desk – Zoho Desk is a customer service platform that helps companies to offer a great customer support experience. Zoho Desk extracts all customer interactions across multiple channels into a single and clean interface.

Intercom – Intercom is a modern business messaging solution that provides a more personal experience for a customer’s entire lifecycle. Intercom enables users to communicate personally with every single customer and handle the tasks related to customer acquisition, engagement, and retention.

LiveChat – LiveChat is a premium live chat and help desk software for business websites. It is specifically designed to deliver amazing customer services to improve customer satisfaction and increase online sales results.

HubSpot Service Hub – HubSpot Service Hub is a help desk customer service management software that enables users to track customer requests and makes it easy to manage and connect with customers. HubSpot Service Hub includes Marketing Hub, Sales Hub, Service Hub, free CRM tools to finding solutions for customers.

Salesforce Service Cloud – Salesforce Service Cloud is a CRM platform, built on a SaaS model that allows companies to manage all customer information and service applications. This platform provides a 360-degree view of customers enabling organizations to offer smarter and more personalized services.

LiveAgent – LiveAgent is a cloud-based fully-featured help desk software that provides better customer service across all communication channels such as email, chat, social media and phone. It is an omnichannel help desk system, available through an online browser, plugins, and mobile applications to operate from anywhere at anytime.

Other vendors of Help Desk Software are Crossover, Issuetrak, Webkul, SalesAutoPilotRequestorVision HelpdeskTeamdynamix, NTG Clarity Networks, Hund, Trouble Ticket Software, Enchant, Grexit, TalkativeBoomtownOtrsGorgias, One-to-one, ThuliumSupportSystemGladlyHappyFox IncSupportbee and Gmelius SA.

Essential Features of a Helpdesk

  • Helpdesk software system can manage incoming tickets by automatically tagging, categorizing and assigning tickets from multiple sources into one place.
  • Helpdesk software will help internal staff to cooperate with other teams by increasing visibility between them. The software can keep the customer responses and priorities ahead of the team on the same page so that the staff can just focus on supporting customers.
  • It is a customer portal that has a customizable and customer-facing interface to enroll tickets and communicate with representatives.
  • Helpdesk software provides an automatic and standard response to a customer when they first inquire.
  • Helpdesk software enables social integration for customers and representatives to communicate with each through social networks. This helps the customers to get a quick response for their question.


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