Best helpdesk software of 2020: for ticketing and support

1

Zendesk Support

Zendesk Support is a software package that provides organization to put a variety of customer support interactions in one accessible database. It has the features for an efficient workflow, including web widgets, the ability to search a customer’s history, and predefined ticket responses. Another standout feature is integrated surveys for customer satisfaction ratings, combined with analytics and performance dashboards to track ongoing performance.

#Customer Support #Help Desk #Customer Service

2

Freshdesk

Freshdesk is help desk software that has a number of features to foster efficiency of workflow based around the tickets created. These include a team inbox to manage incoming tickets from several channels to one location, the ability to designate and create custom ticket statuses that work for your organization, canned responses to common trouble issues, and a team huddle to bring in expertise on more complicated challenges. This software can also integrate information from multiple channels including email, phone, social media and chat.

#Customer Support #Help Desk #Ticketing System 12 social mentions

3

Zoho Desk

Zoho Desk is the cloud-based, help desk software offering that focuses on being context aware. It includes features such as prioritization of higher importance or overdue tickets, dashboards to track quality metrics, and the support to create a Knowledge Base for simpler issues that can be self-serviced. Zoho Desk can be used by agents with mobile apps for iOS and Android.

#Customer Service #Help Desk #Customer Support 1 social mentions

4

Kayako

Kayako is a help desk software offering that focuses on ease to use, and fosters a personal conversation with the customer. Standout features include support for the creation of multiple help centers each with their own content (termed Multibrand), live chat support, canned responses for common questions, support for SLA’s, and the ability to automate the workflow with smart business rules.

#Customer Service #Customer Support #Help Desk 1 social mentions

5

ManageEngine SupportCenter Plus

#Help Desk #Customer Support #Customer Service

6

NinjaOne

NinjaRMM is a cloud-based help desk solution that allows you to monitor everything in real-time. The GUI is simple and easy to use, which can make the learning curve in setting up, using, and customizing short and sweet. The developers are also proactively adding additional features, not least to increase the number of available integrations and improving the available toolkit.

#Remote Monitoring And Management #Patch Management #MSP

AgilSoft is another helpdesk option that aims to streamline operations and efficiency, and make actionable insights more easily available. It's a very scalable solution but also offers some very good pricing options. AgilSoft have been a market leader since the 1990's, and the latest offering is slick and easy to both understand and use.

8

Bitrix24

Bitrix24 is a powerful platform that includes a contact center as well as features for staff communications, project management, and CRM. The contact center aspect allows for a wide range of communications channels to be covered, not least live chat, social media messages, as well as SMS, email, and even phone calls. There's a free tier for up to 12 users. After that, their standard plan costs $99 a month.

#Project Management #Task Management #Communication

9

SolarWinds Web Help Desk

#Help Desk #Service Desk #Incident Management