Support ticket numbers are on the rise in businesses across the country, as organizations deal with more complex applications and a growing number of devices. Whether your business provides technical support to internal employees or customers located around the globe, software is an essential tool. You can't run a good helpdesk off of spreadsheets and Word documents. You need something specifically designed to manage tickets. These eight solutions will help you take calls and generate reports to make sure your helpdesk operates smoothly.
One of the best things about Desk.com is its out-of-the-box functionality. In minutes, a business's team can begin logging calls and assigning tickets. Once in place, businesses can also set up a branded self-support center, allowing customers and employees to place their tickets through a web portal, cutting down on calls and giving end users the convenience of requesting support without going through an agent. Future features for Desk include opportunity management, allowing supporting agents that uncover sales opportunities to quickly pass them to sales team members. Plans start at $25 per month per agent, which includes basic reporting and all of the standard features.
Like Desk.com, Kayako has a quick setup process, operating directly from the cloud with no installation required. Kayako has more than a decade of experience in the industry and its scalability makes it particularly popular with small businesses. Email integration allows helpdesk workers to skip the work of manually entering those tickets sent by email. Using Kayako's live chat feature, businesses can monitor customer activity on their websites and reach out to them when it looks like they need help. Prices start at $24 per month per agent.
For software development teams, Jira provides a great way to build in issue reporting. Teams can build workflows to track bug fixes and follow the progress of each task. There are more than 600 plugins and add-ons to make it easy to make Jira work with a business's unique software types. Prices start at $10 per month for up to ten users.
Spiceworks is a free help desk tool that includes ticket racking and real-time network monitoring. If suspicious activity is detected, designated employees will be notified so that they can take action. The software can also track devices across an entire organization to help with your inventory. While the ticketing solution is cloud based, solutions like the network monitor will need to be installed at the server level.
Help Scout's workflows make it an especially useful solution for businesses that regularly receive tickets through email. Rules can be set up to automatically assign certain issues to certain employees, increasing response times. Issues can also be set to automatically escalate if they haven't been resolved within a specified timeframe. The $15 monthly per-user price includes unlimited emails and storage, third-party integrations, reports, and satisfaction ratings.
Web Help Desk
IT help desk is one of the features of SolarWinds' Web Help Desk, which is a web-based ticketing system for businesses. The software includes a built-in knowledgebase, IT change control, tracking and alerts for Service Level Agreements, and reports. The solution can scan a business's network and track devices for inventory purposes, including alerts for warranty expirations. Web Help Desk emphasizes its change management feature, which allows users to easily track and manage the status of their own tickets. Prices start at $695 per seat, with customized pricing for larger organizations.
FreshDesk is a popular customer support solution that includes ticketing, a knowledgebase, community forums, and support via live chat and phone. The software is free for up to three users, which includes many of the application's features. Businesses can set up canned responses to emails that will address a variety of request types. The software also allows businesses to set up automations that route certain types of tickets and agents can carry out multiple actions on a ticket with one click.
In addition to phone, chat, web, and email, ZenDesk also accepts tickets through a business's social media accounts. Businesses can track conversations on their social media sites to catch issues before a customer can report them. With phone integration, voicemails from users can be transcribed into tickets, saving agents the time they'd have to take transcribing them into text. Prices start at only $5 per agent per month.
Helpdesk workers need a comprehensive solution that reduces their workloads and increases technician response times. Whether a business is providing support in person, by phone, or through remote access, these ticketing systems will help them track each issue and monitor helpdesk performance throughout 2016.