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ZenDesk by Zendesk

Better customer service starts with better communication

Zendesk brings all your customer conversations into one place.

The fastest path to better communication

Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most — better customer service and more meaningful conversations.

Create one beautiful destination for all your customer self-service needs

Serve up customer service with an online destination for 24/7 support to help your customers answer their own questions. With Help Center you can build a knowledge base, community, and customer portal that fits in seamlessly with your brand in a matter of minutes.

Make Zendesk your own

Transform your Zendesk to match your brand. With familiar customization tools, you can tailor the look-and-feel in minutes.

Customer service is better when it’s personal and proactive

Zendesk’s suite of engagement features lets you understand your customers better with tools like our Net Promoter Score® survey. With customer data at your fingertips, you can start meaningful conversations with your customers instead of waiting for them to come to you.

Zendesk puts powerful data at your fingertips

Measure your customers' satisfaction and your support team’s performance. You can even measure your entire organization’s performance against others in your industry with the Zendesk Benchmark.

A flexible platform that plays nice with others

Customer service is a team effort. Luckily there are over 100 apps that plug into Zendesk, so you can unite your business by integrating your favorite tools. And for custom integrations, you can take advantage of Zendesk's robust API.

 

 

EasyVista Service AppStore by EasyVista

EasyVista Service AppStore offers IT the flexibility necessary to deliver services to each and every customer in a way that resonates with them. Whether you are trying to interface with your existing third party systems (e.g. Director Services, ERP, HR, CRM, ITSM, etc.) or even custom built in-house portals and applications, EasyVista Service Apps can unify your enterprise services into a single, simple user interface. It’s so easy that it even allows business departments to build/modify their applications, based on patterns delivered out-of-the-box by EasyVista and/or IT department.

 

Agiloft Service Desk Suite by Agiloft

Agiloft has deployed service desks for over 2.5 million named users at companies big and small. It is designed to address the most complex support requirements of sophisticated organizations. We used our decade of experience implementing internal and external support solutions for customers to design a robust suite based on service desk best practices.

Take our out-of-the-box, best practice starting point. Combine it with our graphical workflow editor, adaptive business rules engine, powerful searching, fine-grained access control, comprehensive reports and dashboards, and ease of customization. The result: a full featured system that can be quickly deployed at a fraction of the time and cost of other solutions.

Don't take our word for it! Agiloft recently won the InfoTech Analyst award as the most innovative and Best Overall Value product among mid-market service-desks. View the Report Summary, or download the Full Report.

With Agiloft you will slash deployment time and reap the benefit of a faster return on investment. Because your administrator can make deep configuration changes using just a browser, the costs, delays and uncertainty of custom code are eliminated. Once Agiloft is in production, your company continues to benefit from our agile technology. Processes inevitably change, and your automation has to change with them. Now, you can make such changes quickly, without having to struggle with opaque and aging custom code.

The Agiloft Service Desk includes out-of-the-box templates with everything needed for an integrated system, starting with: internal helpdesk, external customer support, change management, asset management, and an alternative ITIL based version of the service desk.

The system extends beyond these core functions to also offer client and vendor contract management, project and task management, timekeeping, customer surveys, and even repair tracking. Turn these functions on or off as desired to implement a fully integrated, complete IT service desk solution at no extra cost.

 

Mojo Helpdesk by Metadot

Super Awesome Helpdesk

Knowledge Base Tool

Make it easy for customers to quickly search for answers to their questions. Self-service tool guarantees 50% fewer help desk tickets.

Centralized Requests

Your all-in-one resource to create, review, and track support tickets to provide better customer service and stay organized.

Automations

Give quick responses by creating automations that will auto-assign, auto-comment, escalate, and auto-alert agents.

Multiple Ticket Forms

Get the information you need by customizing fields to easily gather different information for each request.

Integrated with Tools You Use

Simple to use. Create tickets, review responses, and make updates all through email.

Built-In Reports

Improve overall performance by measuring customer satisfaction, report response time, and open ticket summary.

 

IT Service Desk & Asset Management by Samanage

Deliver superior IT help desk to your company andmanage ongoing service requests with ease

Born and raised in the cloud, Samanage’s help desk software is designed with optimum usability in mind. Simply put, we want you to love it. Use our help desk software to simplify and automate service requests from your employees, reduce support workload, and deliver superior service across your organization. Samanage help desk software will help you quickly increase productivity, shine like the star you are, and love life. Seriously.

Incident Management

Our online IT help desk system is based on industry best-practices such as ITIL to help you organize, prioritize, manage and resolve tickets efficiently and from one convenient place.

Modern software

Enterprise software should be easy to use and modern. We believe in building software you love to use and makes you look like a star – that’s why we invest in making it easy to view pending tickets and work in a clear interface for the fastest, cleanest web-based help desk ticket management software.

360′ Asset View

Samanage SaaS service desk software is fully integrated with our asset management capabilities, giving you visibility into relevant asset data within service desk tickets and helping troubleshoot issues faster.

Reports and Dashboards

Use dynamic filters to review incidents from a specific site or department, add criteria, save changes to the report, or create a new report from the parameters you selected. Export your data as CSV, RSS or XMP and print or export reports to various formats

 

TeamSupport by TeamSupport

TeamSupport’s web-based collaborative customer service software lets your company work together better than ever.

With TeamSupport, your team will provide your customers with the best customer service experience possible

Your customers are your most valuable asset, and making sure you address their concerns and feedback is critical to growing your company.

TeamSupport isn’t just a ticketing system. It’s a complete customer support suite that facilitates communication and collaboration between your internal team members, other resources within your company, and your clients.

 

Help Scout by Help Scout

Increase productivity with Workflows

Automate one or more actions with some basic if/then logic. There are endless ways Workflows can help your support team ...

Automate Actions

"If the subject line contains invoice,assign the email to Julie and add the billing tag."

Send Bulk Replies

"For all conversations tagged issue-123, email the customer and close the conversation."

Create Custom Views

"If active conversations go 24 hours without a reply, add them to the Overdue folder."

Keep everyone on the same page

 Tags

Use them to categorize conversations, monitor trends & trigger Workflows 

Saved Replies

Answer common questions and keep the message personalized 

Notes

Delegate and communicate privately with a team member

Relationship history right where you need it

Every customer has an auto-populated, editable profile including their entire history with your company. It can even sync with your CRM.

Integrate Live Chat

Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile. Phone Calls & Voicemails

50+ voicemail services are supported out of the box. Logging phone calls is quick and easy too.

 

Kayako OnDemand by Kayako

All your customer conversations in one simple inbox.

A 24/7 support destination your customers will love

Help your customers help themselves. Your team can develop rich and interactive support content that turns self-service into an engaging experience.

Get back to crafting that perfect customer experience

With Kayako, your team will fly through more support tickets in less time, so they can focus on what matters: delivering that personal touch.

Turn visitors into customers

With Kayako, you can launch live chat across your website in minutes and reach out your visitors with proactive customer support. Learn more about live chat and voice in Kayako

 

 

Vivantio Pro by Vivantio

Vivantio Pro Service Management SoftwareIdeal for medium-sized service desks and ITIL implementations

Vivantio Pro Edition is ideal for medium-sized service desks and ITIL implementations. Its built-in automation and organization leave you more time to focus on crucial tasks like business planning and management. No more ‘fire-fighting’.

All the key ITIL processes are supported including incident, problem, change and service management, plus you’ll find a surprising range of advanced features all included as standard. The graphical workflow designer, built-in integration with Active Directory, asset management/network discovery tools and self-help and knowledge base capabilities are all completely configurable with just a few clicks, or by drag-and-drop.

 

ManageEngine ServiceDesk Plus by ManageEngine

Help Desk Software the World Loves

ServiceDesk Plus is a help desk software with integrated asset and project management built on the ITIL framework. It is available in 29different languages and is used by more than 85,000 companies, across 186 countries, to manage their IT help desk and assets.

 

ServiceWise by TechExcel

AssetWise: IT Asset Management

AssetWise aids enterprises in the process of monitoring, controlling and accounting for help desk and other assets throughout their lifecycle. A single and centralized location enables businesses to monitor all assets important to their mission including company IT assets, managing asset inventories, and tracking customer-owned assets.

 Benefits

  • Centralized Asset Operations - Sales, marketing and help desk teams share common customer asset information, stored in a single database, reducing system and data administration requirements and eliminating data inconsistency issues across organizations.
  • Automatically detect and track IT assets, inventory, usage, and location. Extend your service desk software with the optional AssetWise Discovery utility for automatic detection of hardware and software.
  • Better control existing assets and make more informed decisions about new service desk purchases.
  • Improve customer service by adding asset information to your help desk software- Link asset information with customers and customer incidents to improve customer service.
  • Automate sales orders and asset creation so that all purchases are tracked with the proper product properties, versions, and support plan status and dates.

KnowledgeWise: Advanced Knowledge Management

KnowledgeWise is the knowledge management solution at the core of the TechExcel's help desk software solution, ServiceWise. It is the centralized knowledge base for all company documents including: contracts, processes, planning information and other important records as well as customer facing articles, FAQ's, technical manuals and installation guides.

Benefits

  • Centralized knowledge base increases efficiency, mitigates data risk, and facilitates collaboration between help desk teams.
  • Define relationships between knowledge and related work items by associating knowledge items with incidents, opportunities, or work projects
  • Improve your service desk software by enabling self-service and speeding diagnosis and resolution by adding resolved incidents to the knowledge base

ProjectPlan: Project Planning and Scheduling

ProjectPlan provides integrated project planning and resource management for IT managers and help desk teams. ProjectPlan gives managers complete control over project information, scheduling, and resource management through its real time integration with TechExcel's help desk software (ServiceWise) and customer support solution (CustomerWise).

 Benefits

  • Complete control over any IT help desk service and support project
  • Improve project plans that span multiple departments: IT service, help desk, change management, and HR projects
  • Centralize all service desk project related documents and knowledge
  • Intuitive interface gives users "at-a-glance" understanding of complete project scope and resource allocation
  • Provides accountability for all phases of project from start to finish
 

Bpm'online service by bpm'online

Bpm'online customer service is a robust application to deliver omnichannel customer service and support providing you with the following features:

1) 360° customer view: manage accounts and contacts, segment customers, enrich data through social media, search for and merge duplicates, analyze dublicates;

2) Omnichannel communications: make calls and receive messages directly in the system, provide your customers with comprehensive self-service capabilities and 24x7 access to their case history and knowledge base, engage, collaborate, and share information using enterprise social network, and analyze productivity of service staff;

3) Agent workplace: manage your daily tasks more effectively using a pre-configured single window interface, control and manage inbound and outbound communications easily with bpm’online customer engagement center;

4) Case management: accumulate all cases from your customers and partners in one section of the system, manage various types of cases with the help of out-of-the-box best practice processes in bpm’online customer service, manage case history, your activities, calls and tasks easily with bpm’online intelligent time management tools;

5) Knowledge management: accumulate the knowledge of your company in a unified knowledge base, enable your agents to rate articles, post comments and regularly update articles;

6)Service catalogue: create a unified database of services to facilitate the work of your service agents, manage service categories, setup service calendars and regulate resolution deadlines for each service, identify the services with the highest priorities and track case histories for these services;

7) Business process management: automate any customer service processes – from case management to problem resolution;

8) Synchronization and integration: employ a built-in utility for data importto and from Excel to quickly import or export data on accounts and contacts, product catalogue, documents and invoices into bpm’online customer service, enjoy seamless integration with Microsoft Exchange that synchronizes email, contacts, and tasks with a click of a mouse, keep the entire history of communications with the customer in the bpm’online application, regardless of the mail provider;

9) System designer: use System Designer to setup workplaces, show or hide system sections for different user roles, or personalize the application by adding company's logo and applying your corporate color scheme; customize bpm’online customer service to fit the unique business needs and requirements.

What makes bpm'online customer service unique?

Leverage built-in processes Bpm'online service offers out-of-the-box processes based on industry best practices. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence.

Manage omnichannel communications Personalize communications with your clients using bpm’online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.

Engaging interface that users love

Work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.

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Buyer’s Guide for Help Desk Software

Introduction to Help Desk Software

When was the last time you called in to a Customer Service or a Help Desk center?  What was your experience with the technical support agent and/or customer service representative (CSR)?  Did it influence your perception or judgement on the Service Provider or Vendor?

Help Desk is a common front-end support tool for many companies who want to extend the value of their products and services through superior customer support.  Aside from the traditional phone-based communication, web-based live chat, email system, VoIP channels, and social media platforms are helping millions of customers on their concerns. From the moment you connect to a CSR, a tracking and monitoring tool is already running and doing its role to best support customers like you on your needs and requirements. This business management tool is called Help Desk software.

Help Desk software basically works as a trouble ticketing system. From a customer’s call, a ticket number will be assigned and the pre-defined customer service workflow will be executed until the customer is fully served or satisfied. Buying, installing, implementing, and maintaining Help Desk software requires technical know-how both on the part of your company’s IT team and of the customer service agents who will utilize it on a regular basis. Aside from that, there are many brands, package plans, and deployment models that a software buyer like you should fully understand before launching your investment on this kind of business software. We therefore recommend to you this Buyer’s Guide which we know will definitely help you select and buy that right Help Desk software solution for your business.

  • What is Help Desk software?
  • History of Help Desk
  • Types of Help Desk Applications
  • What Common Problems does Help Desk software solve?
  • Important Help Desk software Features
  • Finding the Right Help Desk Tool
  • Benefits of Help Desk software
  • Pricing
  • Help Desk Trends

What is Help Desk Software?

Help Desk software is an automation tool that facilitates the quick, timely, and subject-focused communication between a customer who purchased products and services and the CSR that represents the seller or provider company. In a broader sense, Help Desk is here to troubleshoot issues raised by a customer and to provide him guidance on his technical or non-technical concerns. Canned responses, auto-ticketing, and call routing are some of the most important mechanisms running behind Help Desk tools which are primarily designed to track and monitor the customer support cycle.

History of Help Desk

The term “Help Desk” originally refers only to IT technical support. In 1989, a professional association formed the Help Desk Institute (HDI) in which its primary focus is to develop technical support teams that can share their expertise to organizations across the IT industry. At the turn of the millennium, HDI’s technical support extended further to other types of customer assistance. Since 2012, the terms “Service Desk” and “Help Desk” were recognized across industries and used interchangeably in various contexts to refer to a function of providing technical and non-technical assistance to customers of any organization who sell products or provide services.

Types of Help Desk Applications

Base on the organizations’ customer service landscape, Help Desk software can be setup in two ways. First, it can be configured as an Internal Support system that will serve the organizations’ employees or internal customers. Second, it can be setup as an External Service system that will then serve consumers and businesses. From these two configuration options, branch out the following types of Help Desk applications:

  • Knowledge Management System
  • Self Service Center
  • Network Management System
  • Management Reporting Tool
  • Mobile Support System
  • SLA Management System
  • Remote Control and Access

One of these types is probably the right software solution that will fit your organization. Define your business requirements and then select the right solution.

What Common Problems does Help Desk Software Solve?

A Help Desk software solution, when implemented properly, will not only help customers on their issues, but also answer the needs of organizations that provide support to them. Because many modern Help Desk tools can be integrated with other business management systems such as Call Centers, Marketing Automation, and IT Asset Management systems, the range of issues raised by customers can now be easily resolved.

As a company that highly values your reputation and integrity toward consumers, always consider having a Help Desk tool that will help avoid or completely eliminate the following common problems: 

  • Recurring issues /concerns from customers
  • High manpower / labor costs due to inefficient legacy system
  • Poor issue escalation, prioritization, and resolution
  • Piling up employee work backlogs
  • Loss of potential leads and customers
  • Long-time customer waiting /on-hold

Key Help Desk Software Features

Features that should go with your Help Desk software package must be carefully examined against your business requirements checklist. To stress out, not all features are necessary on your business and not all advertised features will work 100% based on your expectation. We’ve earlier enumerated the types of Help Desk software solutions available in the market today. Considering that you have already selected the right type of solution, it’s now time to assess and list down those features that are really needed. Below are the basic and advanced features of a Help Desk solution:

  • Access Security
  • Accounts and Contacts
  • Alerts and Notifications
  • Asset Management
  • Automated Assignment / Routing
  • Community Forums
  • Contracts and Service Level Agreement
  • Customer Database
  • Customer Happiness Ratings
  • Customer Self Service
  • Customer Support Portal
  • Customizable Branding
  • Email Integration
  • Knowledgebase
  • Known Issue Management
  • Live Chat
  • Product Catalogue
  • Queue Management
  • Reports and Dashboards
  • Service Desk
  • Social Channels
  • Social Media Integration
  • Surveys and Feedback
  • Telephony
  • Ticket Management

Selecting the Right Help Desk Tool

Software solution providers are just everywhere. The internet, with the help of search engines, can provide tons of vendor names, top 10’s, and best software recommendations. There is no issue in doing this basic and traditional process, especially if you are still in the early stages of your software search. This search strategy will definitely help; however, one important rule that a buyer like you should never forget is to always practice “intelligent searching”. As the old saying goes, “the end justifies the means”. This holds true whenever you’re searching for the right Help Desk tool. Here are the best practices that will best guide you on your intelligent software search:

  1. Refine your search to either On-premises or Hosted solutions. On-premises solutions are those that will require you to purchase a software license (options are named seat, concurrent, or site licenses), install it into your server network and let your IT team handle the overall management. Hosted solutions are the cloud-based or web-based types. Instead of hosting the entire system into your own servers, the software provider will host it on their own server systems. This is simply cloud-computing technology at work.

  2. Browse the service plans or software catalog and look for the telephone and email support. At a Help Desk center, you will certainly need reliable VOIP phone systems and email server systems. These are the telephony and email integration features that we cited earlier. If you can go deeper into these two vital features, it could give your business a lot of advantages.

  3. Help Desk tools are not plug and play gadgets. Aside from User Manuals, they should be accompanied by online support, end-user training, and deployment work packages. In order to execute those tasks properly, you need to ensure that your solution provider can give you the End User Support Tools. Also, find out if they can entertain your inquiry on a 24/7 basis. Ask them if you can get in touch with their software engineers and management consultants whenever there is a need.

  4. Know the implementation process and plan it well. Implementing a Help Desk solution will require you to collaborate with your marketing, HR, IT, and top management teams. Devise a plan that will encourage them to cooperate while business operation is on-going. Change management is one of the most challenging aspects of software implementation, so be prepared to deal with it systematically.

Benefits of Help Desk Software

From the list of problems that we mentioned earlier, we can say that preventing or totally eliminating those problems is one of the most significant benefits that you can get from Help Desk software, but there is more. From a technical standpoint, investing on the right software solution can offer you the following long-term benefits:

  • Quickly and effectively address IT issues or crises
  • Optimize your telephone system utilization
  • Lessen your overhead and operating expenses

Pricing

Like any other software solution in the market, Total Cost of Ownership (TCO) should be every Help Desk tool owner’s primary concern. TCO has been thought, emphasized, and clarified many times by management consultants and software experts on their newsletters, books, blogs, video campaigns, and advertisements. While this is true, TCO is dynamic. It varies, it changes, and it evolves as time passes and technology innovates. In this regard, here are our smart tips for you whenever dealing with TCO matters:

  1. Cost of software versus cost of subscription: For an on-premises solution, expect that the price of a software license will be around $1000 for an unlimited number of users, going up to $1000 per user or agent. For the Software-as-a-Service (SaaS) solution, the price can start from $20 per agent per month, going up to a hefty $200 per agent per month.
  1. Five year cost projection: While computing ROI is one of the best methods that can help you determine if it’s worth it or not to invest in a Help Desk solution, making a Profit and Loss Statement can also be a good alternative. Then what parameters should you include in the P&L? They are the cost of a license, maintenance, training, support, and consultation. Ideally, doing the P&L for a subscription-based solution would be a lot easier than the on-premises types. But, in any case, asking the help of an accountant and software consultant can help you arrive at the closest estimation.
  1. Overhead Expenses: Some Help Desk tools will only require you 3 days to fully implement while others can be as long as 3 months or even more. For an on-premises solution, your IT personnel usually does the unpacking, installing, and testing jobs. Your company is paying them. For cloud-based solutions, you or your procurement staffs are paid to execute the buying process. We’re just talking about salary here. Overhead expenses relative to software implementation include hardware purchases, software upgrade, product testing, and simulations and these should all be included in the TCO computation.

Market Trends in Help Desk

2014 is yet another good year for the Help Desk software industry. The focus of most buyers is on the cloud-based solutions. According to Gartner, about 50% of IT Help Desk tool purchases will be on the cloud by 2015.

Help Desk is also flourishing in social media. Facebook, Twitter, and LinkedIn are now becoming the extensions of many Help Desk solutions. Social media integration is a feature offering of most Help Desk software. It is projected that social media will continue to become an outlet for customers seeking support. Solution providers are taking this trend as an opportunity to better enhance their software offerings.

Buyers of a Help Desk solution are becoming more diverse. HR, Maintenance, and Administrative departments are reported to be among the top users of Help Desk systems in the recent years. This is just valid proof that Help Desk will be more than just in IT over the coming years.

The Bring Your Own Device (BYOD) movement is Help Desk’s partner in a variety of ways. Tablets, phones, and laptops owned by employees working in Help Desk departments are helping companies in attending their customers. Coupled with that is the continual creation of Help Desk apps that run on these mobile devices. We can expect a lot more innovations in BYOD and Help Desk partnership over the coming years.

With all these positive trends, Help Desk tools are obviously becoming smarter and better. We’ve seen integration, mobility, and intelligent reporting features intensify Help Desk software capability. So whether you’re a small business or a large enterprise that is planning to buy your Help Desk solution anytime from now, this year is absolutely a good time to launch your software investment.