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Customer satisfaction and loyalty are directly influenced by the speed and efficiency of problem-solving.
A helpdesk software helps you centralize, manage, and action end-user requests from a single platform.
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Helpdesk Software Comparison
Below is a quick comparison table of the top 15 helpdesk software.
Its possible to filter tickets based on sentiment, priority, creation date, status, and due date.
I like Freshdesks attention to detail.Who got the idea of adding emojis to visualize sentiments with every ticket?
Use native SEO tools to optimize your product documentation and related content for SERPs.
Zendesk
Best for Comprehensive Customer Support
Zendesk offers a complete AI-powered helpdesk solution.
However, I can use subtabs to open multiple tickets simultaneously.
With each ticket, you get details like a context panel, interaction history, and contact information.
Plus, tools like AI-powered Macros are core toZendesk Service.
Macros are pre-recorded actions or replies that help agents respond to tickets faster.
The most popular macros are for templated responses and modifying ticket statutes.
G2 ranks it as #1 in user satisfaction (HelpDesk category).
Deploy the ASAP Help widget on your website, help center, and other channels.
Use Guided conversations to lead interactions and resolve queries without human interventions.
I took Guided Conversation for a trial.
It has four paid plans:
4.
JSM offers ready-made workspace templates, or you’ve got the option to design your custom workspace.
JSM features Board and Calendar views to help you visualize and manage your pipeline.
you could drop and drop cards as issues are received, actioned, and resolved.
you’re able to also build rule-based automations around ticket movements and other workflows.
For example, I automated my ticket routing system.
The drag-and-drop workflow builder allows you to create complex, multistep automation with multiple transitions and paths.
Building the workflow involved a slight learning curve.
During onboarding, I was prompted for a reply time goal that I expected from every ticket.
If youve enabled this, a timer automatically applies to conversations and responses taking longer than this are flagged.
Fronts automation builder is super easy to use.
For instance, I used it to automate escalation issues, so theres no human bias in such cases.
It is available as a SaaS and on-premise version, and also a source-code option with a perpetual license.
It being simple and nothing new to learn, I could maneuver effortlessly across the app.
Once you set up your JitBit email, all messages sent to your mailbox instantly convert to tickets.
Use canned responses or AI to auto-generate ticket responses from your knowledge base articles instantly.
It is the best helpdesk software for mid-to-large scale companies.
Its already part of amazing teams at Kawasaki, Uber Eats, Ford, and Amazon.
Salesforce focuses on traditional communication channels like email, web, and live chat.
From there, it automatically captures details and creates cases in your dashboard.
Built for enterprises, Salesforce excels at handling high-volume or complex case management scenarios.
you could choose from multiple viewsTable, Kanban, and Split viewsto view cases in your style conveniently.
See howUber Eats uses Flow Builderto automate workflows without writing code.
Excels at handling large-scale, high-volume ticketing environment
Well-integrated with other Salesforce products like CRM, etc.
I liked the minimalistic yet colorful interface.
It displays all pending tickets and to-dos in one view.
Its easy to handle customer requests and communication side-by-side.
Furthermore, InvGate has a dynamic workflow builder for creating complex workflows.
InvGate has not completely rolled out its AI capabilities.
Therefore, Geekflare has awarded InvGate with the Geekflare Value Award.
Gorgias
Best Ecommerce Helpdesk Platform
Gorgias is an AI-powered customer experience platform for ecommerce businesses.
Gorgias offers 3 main product modules.
Embed an AI-powered chat widget to your website and resolve customer queries before they become tickets.
Gorgias offers usage-based pricing plans.
If a higher-tier plan offers you better value, I recommend upgrading.
However, heres what you get with no automation.
Note:Overage ticket costs range from $0.04/ticket to $36/100 tickets.
you might also choose the percentage of automation you require, and the prices escalate accordingly.
What Features Should You Look for in Helpdesk Software?
Your ideal helpdesk software must include 5 key features.
Ive described the must-have feature list below.
Note:Features may be basic or advanced, depending on the helpdesk software capabilities.
So, when I mention automation, you gotta find tools with the level of automation you require.
Ticket management
Also known as case or request management, this feature gives end-to-end visibility into a tickets journey.
It helps you create, manage, and organize tickets as they move from Pending to Resolved.
Automation
Look for helpdesk software that automates around 50% of your daily helpdesk tasks.
Automation saves time on menial tasks and allows agents to focus more on solving customer requests.
Omnichannel support
I believe you should Be there where your customers are.
However, with so many messaging channels, it is a challenge.
Thus, it’s possible for you to interact across channels without switching tabs.
Self-service portals
Self-service portals help customers quickly find answers to their problems.
Most helpdesk software allows you to set up an online portal that is easily accessible from any equipment.
Reporting and analytics
Your chosen helpdesk platform should include reporting and analytics to help your team improve its results.
What Types of Companies Use Helpdesk Software?
Can Small Businesses Benefit from Helpdesk Software?
Yes, helpdesk tools reduce operational expenses while enabling remote work and extensive coverage.
Yes, helpdesk software allows you to set up a remote support center on the cloud.
Its built with best practices for managing IT services while improving service delivery.
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