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Website visitor Screensharing & Recording for customer support, sales, and product teams-with no user downloads required.
Wisdoms live view shows you what your customers are seeing in real-time, and enables interactive screen sharing to help solve them, with no user installations. Wisdom integrates with Intercom and other Live Chat services. Wisdom is offering a 14 day free trial, to get your team pro-actively engaging with your customers!
Website visitor Screensharing & Recording for customer support, sales, and product teams-with no user downloads required.
Customer support solution for eBay sellers. A single inbox for all your eBay account, rout your tickets into a single place and manage them efficiently with automation and time-saving features.
Customer support solution for eBay sellers.
Fast and central access to current information and less redundant communication! BlueSpice is the enterprise distribution of the famous Wikipedia software MediaWiki. And this software offers much more than just a sample of extensions. BlueSpice is the optimized tool for agile knowledge sharing, documentation, and collaboration.
BlueSpice is used for knowledge and quality management, technical and organizational manuals, support, and service desks.
Enterprise distribution of the famous Wikipedia software MediaWiki, that allows optimized agile knowledge management.
Customers expect efficient support via multiple channels.The wait time for queries to be processed by sales staff, customer service and social media teams can lead to a loss of customers and business. Clickatell Touch is a live chat tool that enables you to unify your response teams across inbound channels for consistent, real-time messaging and on-demand customer service delivery. This scalable live chat solution requires will boost conversions and customer loyalty.
Live omni-channel customer service chat solution that enables you to instantly resolve queries on web, social and mobile.
The best customer experience is built with Kiodesk. Kiodesk's powerful and flexible customer service platform scales to meet any business need from start-ups to large businesses.
Kiodesk's powerful and flexible customer service platform scales to meet any business need from start-ups to large businesses.
help desk software ITIL ready, 15 process certified by pinkverify; knowledge base, requirements management (incidents, requests, PQR'S), suppliers, problems, changes, SLA / ANS and much more. Friendly and intuitive, omnichannel user interface. Saas service based on the cloud (AWS). 18 years in the market and more than two million active users, position us as the leading ITIL help desk in Latin America.
help desk software ticketing system, SLA, knowledge base, ITIL ready, 15 process certified by PinkVerify
Start from 4,99
IT asset management and support platform that enables teaches to quickly report issues with instructional technology and facilities.
IT asset management and support platform that enables teaches to quickly report issues with instructional technology and facilities.
Improve your customer service with the help desk solution that integrates multiple channels and manages all communication in one place.
Improve your customer service with the help desk solution that integrates multiple channels and manages all communication in one place.
Back is a collaboration and automation platform that enables internal service and business operations teams (like HR, Finance, IT, and others) to provide the most modern employee experience, through multiple channels, and save time for higher-value tasks along the way through automation. Back is the first platform designed from the ground up for the easiest and fastest use in non-technical and IT teams.
Optimize and automate workplace request on one intuitive platform
Managing the use, availability, and health of your districts assets is a growing responsibility. Thats why we created GetHelp, a web-based help desk tool integrated with our asset management system, TIPWeb-IT. Technicians can see information related to an asset while resolving the ticket, without having to log in and out of disparate systems
Manage help desk tickets with efficiency and ease in an integrated cloud-based platform.
Intermedia Contact Center offers an industry-leading Contact Center as a Service (CCaaS) solution that quickly enables remote workforces while maintaining customer service levels and productivity, no additional hardware required.
Be ready in as little as 2 days! Communicate with customers through any channel (phone, chat, SMS, e-mail), keeping them informed and delivering exceptional customer experiences.
Reach out today to learn more.
Intermedia Contact Center offers an industry-leading Contact Center as a Service (CCaaS) solution that quickly enables remote work
Simplified helpdesk ticketing system and live chat platform for startups and businesses.
Simplified helpdesk ticketing system and live chat platform for startups and businesses.
Inserve is an online IT service desk software especially made for Managed Service Providers.
Inserve is an online IT service desk software especially made for Managed Service Providers.
(0 reviews)
Crow Canyon's IT Help Desk for Office 365 and SharePoint is a comprehensive but easy to use help desk that increases options for ticket submission, including our portal, email, mobile platforms, and the web, turns those requests into rout-able tickets. Escalating alert features keep the tickets moving to resolution. Priority filters quickly identify deadlines and overdue tickets. Attach forms, documents, and link assets, equipment, CRM, etc to tickets.
Simple, efficient automated help desk, customer support and trouble ticket system based on Microsoft SharePoint and Office 365
(0 reviews)
Help desk software solution for the IT support and service provider communities.
Help desk software solution for the IT support and service provider communities.
(0 reviews)
Web-based help desk solution that allows you to utilize remote technicians.
Web-based help desk solution that allows you to utilize remote technicians.
(0 reviews)
Gives your staff access to everything they need to manage your IT Helpdesk - in one easy to deploy package.
Gives your staff access to everything they need to manage your IT Helpdesk - in one easy to deploy package.
(0 reviews)
Velocity Integrations Software Corporation was founded on the growing and constantly changing needs of today's IT Help Desks. Our vision is to empower people in IT Problem Management by offering the tools to efficiently manage resources and resolve problems quickly and effectively. Includes a fully integrated Knowledge Base with unlimited categories, Lotus Notes Client and fully Web enabled for remote access, in depth reporting, multi tier escalation, and hardware and software asset management.
Fully integrated Knowledge Base with unlimited categories, Lotus Notes Client and fully Web enabled.
(0 reviews)
Close Support help desk software is a multi-user service desk application, simple to install and easy to use. The software will enable your service team to work effectively and efficiently, solving problems and providing top class customer service. The design allows support and service teams to work effectively together by sharing asset and support information. Low prices, a simple licence model and great functionality make Close Support the most cost-effective help desk software on the market.
Multi-user help desk software application that is affordable, simple to install and easy to use.
(0 reviews)
Automate day-to-day tasks for sales, customer service, marketing, help desk and call centers.
Automate day-to-day tasks for sales, customer service, marketing, help desk and call centers.
(0 reviews)
Web based help desk and bug tracking software that is available as an ASP hosted solution or installed locally.
Web based help desk and bug tracking software that is available as an ASP hosted solution or installed locally.
(0 reviews)
Fully functioning web-based and ITIL compliant Incident and Problem Management tool that allows you to track, organize, manage, and answer the toughest desktop support challenges. Available as a standalone solution or an ideal complimentary solution with our IT Asset Management Suite, NetSupport DNA. Free trial available.
Easy to use, fully web-based solution providing detailed recording and tracking of user help requests.
(0 reviews)
Web-based customer service solution that enables sales force automation, service management, facilities management, and compliance management.
Customer service solution that enables sales force automation, service management, facilities management, and compliance management.
(0 reviews)
Web based customer service software for small to medium sized businesses.
Web based customer service software for small to medium sized businesses.
(0 reviews)
AccessAble Help Desk Pro Edition 2018 is a comprehensive application for IT/Computer Support Staff. Multi-user ready at no additional cost, the program uses a Microsoft Access format .mdb on the backend by default but can easily switch to Microsoft SQL Server. A comprehensive but optional web interface is also included with your site license.
A simple windows desk application that contains high-level functionality. Customizable reports, support requests and user information.
(0 reviews)
Support management / help desk system that includes defect tracking, e-mail integration, time tracking, and much more.
Support management / help desk system that includes defect tracking, e-mail integration, time tracking, and much more.
(0 reviews)
Handle all types of support requests from questions to solutions, in one tool. Easily set up the workflows that best suit your organisation with the many settings and plug-ins of Artologik HelpDesk. Compile your own reports for following up and improving your products and services.
We are here for you if questions arise. Get fast solutions with the help of our competent and committed support team.
HelpDesk Ticket Software for external/internal Support, Delegation, FAQ & Flexible & Easy request Registration, Efficient reports
(0 reviews)
Web-based collaboration tool to help companies track business issues and automatically manage them through to resolution.
Web-based collaboration tool to help companies track business issues and automatically manage them through to resolution.
(0 reviews)
Track your clients, products and services; fast, easy and simple to set up.
Track your clients, products and services; fast, easy and simple to set up.
(0 reviews)
NTR Cloud - Secure, fast and easy-to-use Remote Control, Access and Support solution.
NTR Cloud - Secure, fast and easy-to-use Remote Control, Access and Support solution.
(0 reviews)
Web based help desk software solutions for IT SM, Account Management or general help desks.
Web based help desk software solutions for IT SM, Account Management or general help desks.
(0 reviews)
Web-based customer support solution with incident, news and knowledge management, product catalog and support forum.
Web-based customer support solution with incident, news and knowledge management, product catalog and support forum.
(0 reviews)
Complete help desk solution which allows a company of any size to provide efficient support to its customers.
Complete help desk solution which allows a company of any size to provide efficient support to its customers.
(0 reviews)
Self Service Provisioning product that allows Business Users to perform task that would normally be done manually by the Service Desk. Activate automates the process from the user request, business owner approvals to the actual fulfillment. Management of Distribution Lists, Folder Access, Software and Hardware, Sharepoint, User Provisioning and Passwords are all automated offering faster service and lower cost with greater security.
Self Service Provisioning product allows Business Users to perform tasks that would normally be done manually by the Service Desk.
(0 reviews)
Aegis Help Desk is a fully integrated Help Desk, Client and Asset Management system to power your call center. It will help you provide the type of service your customers expect. It is very easy to use, intuitive, affordable and packed with features Help Desk users have come to rely on.
Aegis Help Desk simplifies the process of providing a high level of service to your customers. Whether you are servicing external customers or internal users, Aegis Help Desk enables you to share information a
A fully integrated Help Desk, Client and Asset Management system to power your call center.
(0 reviews)
Browser based IT help desk system with features including: Trouble Tickets, Asset Management, Parts Inventory, Vendor Management, RFQs
Browser based IT help desk system with features including: Trouble Tickets, Asset Management, Parts Inventory, Vendor Management, RFQs
(0 reviews)
Organizes your customer care so you can focus on delivering the best service possible.
Organizes your customer care so you can focus on delivering the best service possible.
(0 reviews)
Optional DotNetNuke module for Help Desks, CRM, Software Releases, Knowledge Base, Project Management, Issue Tracking, Time Tracking, Task Manager and more!
DotNetNuke modules for help desks, CRM, software releases, knowledge base, project management, issue tracking, and more.
(0 reviews)
PC remote support software designed for MS for on-demand technical support through firewalls.
PC remote support software designed for MS for on-demand technical support through firewalls.
(0 reviews)
Internal ITSM solution that offers problem management, reporting, charts, asset and knowledge management for IBM Lotus Notes/Domino..
Internal ITSM solution that offers problem management, reporting, charts, asset and knowledge management for IBM Lotus Notes/Domino..
(0 reviews)
Brandable web-based help desk application that works with your existing email and supports unlimited number of agents.
Brandable web-based help desk application that works with your existing email and supports unlimited number of agents.
(0 reviews)
Simplydesk allows you to quickly implement a helpdesk adapted to your environment and to manage your IT and Furniture Assets
Simplydesk allows you to quickly implement a helpdesk adapted to your environment
(0 reviews)
Help Desk ticketing system with integrated knowledge base and department specifications.
Help Desk ticketing system with integrated knowledge base and department specifications.
(0 reviews)
Helpdesk management system that provides ticket status tracking and performance reporting functionality.
Helpdesk management system that provides ticket status tracking and performance reporting functionality.
(0 reviews)
Open source web-based highly customisable customer support management system for IT support companies.
writen in LARAVEL and JAVASCRIPT ( neweset best languages)
WEB BASED
Open source web-based highly customisable customer support management system for IT support companies.
(0 reviews)
SupportDesk is the powerful, flexible and cost-friendly service desk software tool enabling the provision of excellent service management and customer support, across multiple business areas. Features include: Network and discovery tool + Software Licence Manager, Self-service web Customer portal, Email Integration, Intuitive report designer with 100+ pre-configured reports, KPI Monitor, drag n drop dashboard designer, Mobile app, KnowledgeBase, SLA Management, CRM, and more!
SaaS / on-site service desk software for call logging, tracking, reporting. Solutions for multiple business areas and customer support.
(0 reviews)
Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail.
Founded in 2016 and based in Brooklyn, NY, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you.
Keeping is the world's first customer support platform integrated with Gmail.
(0 reviews)
Richmond ServiceDesk provides technician and customer web interfaces that are modern, touch-friendly, well-organised and configurable. Main product features include incident/service templates, email templates, knowledge base, resource calendars, search-as-you-type CMDB with asset discovery, tracking, maintenance and history. Integrated ITIL modules include Incident, Request, Problem, Change, SLA, Service Catalogue, and a fully-customisable customer service portal.
Web-based service desk with customer service portal designed for internal ITSM and external customer support.
(0 reviews)
Cloud based solution for customer support. Features include email ticketing, FAQs, & reporting.
Cloud based solution for customer support. Features include email ticketing, FAQs, & reporting.
(0 reviews)
Faasthelp is a sales and customer support software powered by Artificial intelligence. Our faasthelps products which are chatbot, talkbot and mail bot proactively starts chatting with your customers and solves the query, gives assistance if they have any.It will reply within seconds through chat, voice and mail whenever customers are on your website. Our products will also help you in sales of your products or services.
Faasthelp-Artificial intelligence powered sales and customer support software
(0 reviews)
Valuemation for IT Service Desk Management helps the IT service desk control and carry out all support activities. While a ticket is handled, everyone involved can see the relevant information, as well as activities that have been or still need to be done, at all times. Integrated solutions, such as the IT knowledge base, and root cause analysis options as well as insightful process KPIs speed up the solution process.
A modular, well-integrated suite for efficient support of your operational IT service management.
(0 reviews)
A modern, open-source and multi-lingual helpdesk, including email tickets, knowledgebase and support communities.
A modern, open-source and multi-lingual helpdesk, including email tickets, knowledgebase and support communities.
(0 reviews)
HyperTeams Ticketing Application is designed to help companies hurdle pesky work obstacles and deliver superior customer service! When used internally, this system gives employees a better way to send, track, and manage their work tickets. That means no more running marathons around the office when you need help or stalking IT when your computer crashes! When used externally, this solution gives your customers the opportunity to submit their own complaints or cases directly to the system.
HyperTeam¿s Ticketing Application is designed to help companies hurdle pesky work obstacles and deliver superior customer service!
(0 reviews)
CRMdesk is a very efficient online help desk software for knowledgebase management and customer support automation over the Internet.
The system is deployed as a cost-effective hosted solution to manage and analyze all of your customer requests from a centralized location.
From small companies to large enterprises, from specific manufactures to vertical business integration, CRMdesk is scalable enough to grow with your business needs.
Web-based help desk, customer service and online support software.
(0 reviews)
Requuest is web-based SaaS service desk software designed for delivering worry-free IT support, a platform allowing agent's productivity to go beyond client expectations. Requuest gives you an edge in reducing ticket volume, automating quick response and make IT results shine across your business. Create workflows. Manage assets. Set business rules. Visualize key reports. Auto-assign. Prepare survey. Customize portal. Filter dispatch tickets. Meet all around service levels. Requuest. You got IT.
Requuest is web-based SaaS service desk software designed for delivering worry-free IT support.
(0 reviews)
MaxContact has been built from the ground up with the latest technologies to be truly hosted. Deliver your contact centre anywhere in the world and partner with a hosted specialist. Whether you require Multi-site operations, home workers or simply the comfort of resilience, we are experts in the field.
MaxContact has been built from the ground up with the latest technologies to be truly hosted.
(0 reviews)
Web-based service desk and equipment management solution with enterprise asset management.
Web-based service desk and equipment management solution with enterprise asset management.
(0 reviews)
Ticketing solution with the following features: automatic ticket creation from emails, automatic ticket assignment and deadline calculation, root cause analysis, productivity reports, automatic communications sent to the end user, calculus of incidents' resolution time which facilitates invoice and quote issuance.
Benefits: increased operational efficiency, high end-users level of satisfaction and loyalty, low rate of repeat incidents, equitable workload of the personnel in charge with tickets
Versatile SaaS system that can be used as a help desk, issue tracking, or incident management solution.
(0 reviews)
Akio proposes Akio.CX, a unified customer relations platform - with all channels including voice, emails, chat, social media,... - combined with a complete listening and analytics system of media coverage, social conversations and customer feedback. Our offer is designed to help companies to optimise customer service experience and increase customer knowledge.
Akio.CX is a unified omnichannel customer relations platform, combined with a complete listening and analytics system.
(0 reviews)
Cingo provides companies with on-the-go customers a mobile-first platform that supports live chat, email, voice, video, screensharing, and comes with free website help button integration and mobile app SDKs. This ensures a pleasant, seamless customer support experience, even if the customer has to transition from their desktop to their mobile device. Best of all, you get every single feature no matter how much you pay, so you can always choose the right way to serve your valued customers.
Omni-channel, mobile-first platform that supports chat, email, voice, and video, and free web and mobile app integration.
(0 reviews)
Service Desk and Asset Management solution designed for ticket creation & monitoring.
Service Desk and Asset Management solution designed for ticket creation & monitoring.
(0 reviews)
Web-based help desk software with live chat and remote desktop support.
Web-based help desk software with live chat and remote desktop support.
(0 reviews)
Rolodesk is an Android app for Freshdesk. With Rolodesk's simple dialer & SMS UI, you can easily update & access tickets on the go.
Rolodesk is an Android app for Freshdesk. With Rolodesk's simple dialer & SMS UI, you can easily update & access tickets on the go.
(0 reviews)
Help desk software that helps mobile app users stay productive, designed to minimize frustration for agents and users alike.
Help desk software that helps mobile app users stay productive, designed to minimize frustration for agents and users alike.
(0 reviews)
uCare is the ultimate WordPress plugin to create a fully-featured support ticket help desk system for your business. It is integrated with WooCommerce and Easy Digital Downloads.
With unique user roles for your support admins, agents and customers, you can provide your customers with a unique and impressive support experience
which is aimed at increasing customser satisfaction. uCare allows you to work on customer support tickets directly from the backend or the frontend.
Free and open source software that has a help desk for your business with agents, usergroups, search, filter, and assigned tickets.
(0 reviews)
Help desk software with scheduled tasks, checkpoints, support desk, time keeping, customer policies, and a password vault.
Help desk software with scheduled tasks, checkpoints, support desk, time keeping, customer policies, and a password vault.
(0 reviews)
Management of customer service desks, issue response and resolution, after sales, customer complaints, returns and product support.
Management of customer service desks, issue response and resolution, after sales, customer complaints, returns and product support.
(0 reviews)
Customer support software that organizes, separates, and ends calls in a few clicks.
Customer support software that organizes, separates, and ends calls in a few clicks.
(0 reviews)
Artificial Intelligence + Helpdesk Software = Better Relationships.
ThinkOwl is an artificial intelligence based, helpdesk software that combines human and machine learning.
ThinkOwl leverages your human resources to the max through intelligent automation. It empowers your organization to enhance customer experience and fly high, even with limited staff and resources.
Multi-channel customer service software fully powered by artificial intelligence.
(0 reviews)
DataKnowl platform combines human-based support tools (DataKnowl Contact) with intelligent self-service powered by Artificial Intelligence (V-Agent and V-Voice).
DataKnowl Contact is the evolution of the Cloud Contact Center and Support Ticket System software. Manage phone calls and messages, thanks to the scalable Interaction Center; manage, reply and track requests thanks to the complete Support Ticket System, or engage live with a customer thanks to the real time features.
Cloud-based omnichannel platform designed for optimization and automation of customer service and engagement.
(0 reviews)
Web application on premise with ticketing and inventorying systems for IT businesses.
Web application on premise with ticketing and inventorying systems for IT businesses.
(0 reviews)
F1Helpdesk provides simplified approach for IT Service Management implementing Information Technology Infrastructure Library (ITIL) best practices. Incorporating key components such as Incident Management, Problem Management and Change Management.A comprehensive enterptise application covering SLA Management & Escalation,Business Rule Engine, Flexible Workflow, SAP integration, Asset Upload,HelpDesk Agent Workspace,In Dispatch/In Queue/In Service Box,Knowledge Management,Customizable Reports
Complete help desk and knowledge management solution for businesses of all sizes, with built in reporting capabilities.
(0 reviews)
FusionCX allows comprehensive End to End Experience (From Front Office to Back Office) and not just Contact Center KPIs management. Fusion CX's USP of omnichannel contact center and a Customer Service CRM in a single platform eliminates gaps in the customer engagement market, delivering a full-fledged seamless customer experience solution for businesses across all dimensions.
FusionCX is the first one in the Contact Center industry to bring Helpdesk and Omni Channel Contact Center capabilities in one solution
(0 reviews)
Online help desk software powered by AI, that supercharges your customer support and customer relations.
Online help desk software powered by AI, that supercharges your customer support and customer relations.
(0 reviews)
Manage and prioritize customer support tickets and requests easily and build a self-help forum to help customers with issues.
Manage and prioritize customer support tickets and requests easily and build a self-help forum to help customers with issues.
(0 reviews)
Help desk solution with a built in voice menu, call queuing, customer identification, and call quality management.
Help desk solution with a built in voice menu, call queuing, customer identification, and call quality management.
(0 reviews)
Web-based multichannel customer interaction management software to boost conversion rates and customer satisfaction.
Web-based multichannel customer interaction management software to boost conversion rates and customer satisfaction.
(0 reviews)
Help desk solution that allows you to directly interact with your customers rather than automating the process.
Help desk solution that allows you to directly interact with your customers rather than automating the process.
(0 reviews)
Online helpdesk ticketing system for businesses that provides tools for enhancing customer support services.
Online ticketing system for businesses that provides tools for enhancing customer support services.
(0 reviews)
SympoQ transforms customer support from using separate e-mail inboxes into a robust support system that helps you to streamline and automate customer support activities from a single hub. It provides a simple way for customers to get helpful support based on their individual questions and concerns.
SympoQ can be used as a back-end email support ticketing software or as a front-end, full featured customer support system.
AI powered customer support software teams and companies use to manage and automate support activities from a single hub
(0 reviews)
Multi-brand help desk platform which channelizes email, social media, web-form communications and more.
Multi-brand help desk platform which channelizes email, social media, web-form communications and more.
(0 reviews)
Help desk solution that helps manage emails, multiple tickets, SLA, customer care calls & more through a centralised dashboard.
Help desk solution that helps manage emails, multiple tickets, SLA, customer care calls & more through a centralised dashboard.
(0 reviews)
Enterprise omnichannel contact center software solution, enabling friction-less customer interactions across all channels.
Enterprise omnichannel contact center software solution, enabling friction-less customer interactions across all channels.
(0 reviews)
SOTI Assist is the industry's first diagnostic help desk solution optimized to fix mobile device problems from anywhere at any time. It delivers all the tools help desk staff needs to view, diagnose and resolve mobile device issues. Integration with the SOTI ONE platform enables analytics that learn from past issues to help fix problems faster, the first time. SOTI Assist keeps workers working and help desk staff happy and productive.
SOTI Assist is the industrys first diagnostic help desk solution optimized to fix mobile device problems.
(0 reviews)
Help desk solution that enables handling of email queries through phone inquiries tracking, live chat, integrated forms and more.
Help desk solution that enables handling of email queries through phone inquiries tracking, live chat, integrated forms and more.
(0 reviews)
Help desk tool that enables responsive customer service through access management, ticket reminders, knowledge base and more.
Help desk tool that enables responsive customer service through access management, ticket reminders, knowledge base and more.
(0 reviews)
Help desk solution that enables customer response through knowledge base management, ticketing, email templates and more.
Help desk solution that enables customer response through knowledge base management, ticketing, email templates and more.
(0 reviews)
Help desk solution that enables customer response through phone calls, email integration, client history, tickets tracking and more.
Help desk solution that enables customer response through phone calls, email integration, client history, tickets tracking and more.
(0 reviews)
Pigro helps companies manage their customer service functions by leveraging AI.
Pigro helps companies manage their customer service functions by leveraging AI.
(0 reviews)
Unaty SupportHub is a new and better way for high-impact IT Support Teams to work together and focus on helping customers not constantly switching between apps, and searching for information. SupportHub is a new suite of collaboration tools that integrates with your existing ticketing solution and gives your IT Support Team one place with everything they need to solve tickets faster - like an integrated Wiki, Tasks, Customer History, Questions/Answers, File Storage, and conversations.
Unaty SupportHub is a new and better way for high-impact IT Support Teams to work together and focus on helping customers.
(0 reviews)
Enables anyone with a high-speed internet connection and a computer to start a telephone answering service.
Enables anyone with a high-speed internet connection and a computer to start a telephone answering service.
(0 reviews)
Help desk solution powered by AI. Connect up to eight communication channels and easily respond in a single interface.
Help desk solution powered by AI. Connect up to eight communication channels and easily respond in a single interface.
(0 reviews)
Genuity's tools help IT leaders navigate the IT market with our full IT platform: Genuity¿s helpdesk simplifies your workflow.
Quick and easy request handling, Genuity Help Desk makes it easy to manage tickets and respond to requests. Our collaboration tools and UI are designed to reduce time spent handling tickets all in one place. Nix the clutter of features you don¿t need and do it all from one platform. No headaches, no hassle, no sweat. Ticket closed.
Genuity¿s helpdesk simplifies your workflow. Quick and easy request handling. Collect, collaborate and review team performance.
(0 reviews)
Record, track & report incidents with this web based help desk software.
Record, track & report incidents with this web based help desk software.
(0 reviews)
Web-based app that provides click-to-chat, click-to-call, and help-desk solutions to manage real-time sales and customer support.
Web-based app that provides click-to-chat, click-to-call, and help-desk solutions to manage real-time sales and customer support.
(0 reviews)
Cloud-based suite of integrated applications that enables businesses with CRM, invoicing, help desk, accounting, and more.
Cloud-based suite of integrated applications that enables businesses with CRM, invoicing, help desk, accounting, and more.
(0 reviews)
Web-based ITIL that helps businesses manage and monitor IT services, generating request logs, tracking incidents, and more.
Web-based ITIL that helps businesses manage and monitor IT services, generating request logs, tracking incidents, and more.
(0 reviews)
Web-based solution for businesses that helps manage customer service and help-desk through live-chat, ticket-tracking, and more.
Web-based solution for businesses that helps manage customer service and help-desk through live-chat, ticket-tracking, and more.
(0 reviews)
Smart Link An intelligent self-service solution aimed at helping employees resolve IT issues.
Smart Link An intelligent self-service solution aimed at helping employees resolve IT issues.
(0 reviews)
Customer service solution that organizes customer interactions, controls and optimizes all communication channels.
Customer service solution that organizes customer interactions, controls and optimizes all communication channels.
Help Desk Software Buyers Guide
Table of Contents
Help desk software lets organisations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.
By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organisation's existing knowledge base. Help desk software is also known as IT ticketing systems.
The benefits of help desk software
- Increase customer satisfaction: High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
- Improve employee productivity: When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.
Typical features of help desk software
- Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
- Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
- Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
- Self-service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
- Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.
Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.
Considerations when purchasing help desk software
- Integration with existing customer tools: If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
- Try before you buy: As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
- Be realistic about your budget and the total cost of ownership: As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent USD 1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.
Relevant help desk software trends
A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:
- Conversational user interface and help desk chatbots: Alexa and Siri have popularised the idea of a conversational user interface—using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and medium-sized businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
- AI and "anticipatory customer service": AI and machine learning are hot topics in just about every industry right now and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.