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Top 7 Rated IT Helpdesk Management Software | 2018


Top 7 Rated IT Helpdesk Management Software | 2018
5 (100%) 5 votes

IT helpdesk software is meant to enable a company sort out all the issues that its end users may be having concerning its products and operations. Usually, a company will receive various issues that are meant to be sorted out and its clients are usually expecting feedback. Such software works by automating the process through which a client receives assistance. This is usually ensured through the ticketing system, which even gives the end users the ability to follow up on the progress of their complaints or general inquiries.

Read More: Top 10 Free It Asset Management Software


Good software will also enable end users a great deal of self-service. In such issues as those of resetting passwords and even viewing announcements especially from the IT sector, self-service is an important feature. The automation necessary for such a helpdesk also comes with several advantages. Aspects like dynamic forms all come in handy in ensuring that issues are resolved as fast as is possible.

Read More: Top 5 Web Based Help Desk Ticketing Management Software

When shopping around for appropriate IT helpdesk software, it is necessary to go for those, which offer you the customization feature. This will enable you have the support platform bearing some features unique to the company. Also, there needs to be a point of reference where people can access tips for handling some issues.

Features To Look Out For In IT Help desk Software

When looking to make your IT help desk functions more efficient, there is a need to look for some features in the chosen software. First and foremost, you should look at the manner in which automates all functions. Is it possible to have a single point of handling all the issues that your clients may have? This is an advantage in the sense that it creates a lot of organization in the manner in which all these aspects are handled. Also, IT help desk software should ideally be ITIL compliant. This will assure you fast and satisfactory customer service.

Read More: Best Customer Service Software For Small Business

Customization is also a need when opting for the use of such software. This is because every company wishes to add or even remove certain elements of this helpdesk to suit their goals be sure to choose software that offers you immense customization benefits.

Evaluate the payment options that come with given IT help desk software. If there are subscription plans, be sure that these will work towards your advantage. Are there provisions for upgrades? If so, what is the manner in which this is carried out? Go for automatic upgrades if possible. When you are able to implement the use of such software in your IT helpdesk operations, there will be seen more customer satisfaction and an enhanced company image.

Benefits Of IT Helpdesk Software

IT help desk software will come with several benefits to the company that chooses to use it. There is the bit about automation of the functions as concerns responses to the issues that many clients may be having an interest in. when this happens, efficiency will be realized in the responses and handling of all the enquiries that are forwarded to the helpdesk. Also, the sole point of communication means that the helpdesk will be able to determine all the correspondence that came through and thus act on them. The ticketing system of handling the information needs that people may be having also goes a long way in enhancing the efficiency of these desks.

The time and effort used in support is also significantly reduced with the use of IT help desk support software. This is because the software will usually avail the knowledge base that many clients and even system administrators may use to tackle some of the issues that they may be having. Also, one does not have to wait to get to a particular place to be able to log into the helpdesk; you can have access to it even while travelling about. Regardless of all these features, the software still enables software still enables you to customize your helpdesk.


Top 7 IT Helpdesk Management Software:


TRACKIT

Track-It! is the IT help desk software and asset management solution trusted by small to medium sized businesses worldwide for over 20 years.

TRACKIT

TRACKIT

SOLARWINDS

Simplify end-user support with automated help desk, IT asset management, and remote support. Affordable IT help desk software for IT admins and support teams!

SOLARWINDS

SOLARWINDS

FRESHDESK

Find out how a helpdesk software like Freshdesk can help your business provide better customer support and build better relationships.

FRESHDESK

FRESHDESK

HAPPYFOX

HappyFox IT help desk support software. Handle all IT related queires, issues, problems, bugs and issues both internal and external using IT service desk software.

HAPPYFOX

HAPPYFOX

HESK

A surprisingly simple, user-friendly and FREE help desk software with integrated knowledgebase.

HESK

HESK

SYSAID

Choose a better way to start managing your IT support with SysAid Help Desk Software – Download your free trial today and start working tickets in minutes.

SYSAID

SYSAID

ZENDESK

Zendesk offers multi-channel IT help desk software and a superior self service employee experience in a single system. Smarter ITIL made easy.

ZENDESK

ZENDESK

Using Help Desk Software

In order to support the business, companies use various tools and applications that can help them reach the customers quickly, and deal with their problems. For that purpose, some choose the help desk management software they can use in the company, and the other outsourcing services. It is crucial to measure the pros and cons of both before making the decision.

When it comes to costs, the in-house help desk can work perfectly, but in some cases, even the trained agents will not be able to answer every single question, so the company must look for another solution. The outsourcing is very cost effective, and the agents are well trained to handle any type of situation. For in-house help desk, it would be hard to follow the company’s progress through time, and the outsourcing service can manage that more efficiently. In some cases, it is better to let everyone do their job, and not to try be best in everything. The only bad thing about outsourcing can be connected to their expertise, so before hiring anyone, the company should do the research. On the other hand, if there is a certainty that the help desk management software can do the job, there is no need to turn to strangers.

The Help Desk Outsourcing Pros And Cons

Hiring an outside organization to do the job of help desk services has become very popular lately. Companies are afraid to risk with help desk management software they barely know anything about. However, just like any other business decision, this one has its good and bad sides that must be considered.

Companies usually hire the outsourcing services because they believe it would be cheaper, and that would also leave them more time for company related issues. In addition, these services have continuous training programs that help them follow the company’s development, and they are very flexible when it comes to seasonal capacity. As for downsides, companies may think that outsourcing service may not be dedicated enough to increasing the company’s profits, so they prefer use the help desk management software on their own. Company’s concerns can also be connected to customers because if the service is not professional enough, it can affect the reputation. No one can tell for sure which choice is better, because it depends on many factors. The company should identify the goals and mission, and then see if it is possible to manage everything alone. If not, the outsourcing company with good references may be the best solution for everyone.

How To Improve The Help Desk Team

Building the help desk team can be very beneficial for the company, but only if it is done properly. That requires a lot of effort, and not just hiring agents and letting them do the job. Some companies may think that it is enough to buy the help desk management software in order to handle the customers, but it takes more than that.

The first crucial thing is every team is organization. The agents must know their responsibilities, and what type of issues they are going to handle. Training is very important since it helps the agents follow the company’s progression, and satisfy the customers. Agents are there as a support, and they usually do not know anything about technical stuff, so the company must invest in that, as well. In order to do their job effectively, the agents must work on modern equipment, so the company should purchase help desk management software that is easy to use for agents and customers. It is recommended to add the issue tracking system, so the agents can help people if they have any problems with company’s products. Furthermore, if the company wants the help desk support to work, it must invest in it, just like it invests in new products of services.

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CEO and co-founder at Cloudsmallbusinessservice.com