Small Business IT Help Desk Ticketing Software:
1. Zendesk:
Zendesk helps make customer service more efficient by giving you tools like triggers and automation that save time. Because it was made with both customers and service desk agents in mind, the support desk software is easy to understand and use.
Great customer service starts with the right tools, and Zendesk has everything you need to give your customers the best possible experience.
Quick and specific answers:
Agents at the customer service desk can make and share their own macros to quickly answer questions that come up often.
Your Own Views:
Helpdesk agents can see their queue filtered by ticket status, assignee, group, or other conditions with personalised views.
Market for apps:
Our Apps Marketplace has more than 500 apps and integrations that can be used with Zendesk products to make them even better.
Zendesk's help desk software features include:
- Custom views
- Choices for self-service
- Built-in voice software
- Reporting and analysis
- Messages and chats in real time
- Aids for working together
- API, SDKs, and apps that work together
- Automation of routes
- Customizing a brand
- Omnichannel support
- Multi-language support
2. HappyFox :
HappyFox is a full-featured IT help desk solution that works in the cloud and is made for a wide range of industries and team sizes. It has all the important parts of a help desk, like smart automation, ticket management, advanced reporting, and more. But HappyFox doesn't have as many app integrations as something like Zendesk.
Also, you have to pay to try HappyFox because it doesn't have a free plan or a free trial. They have four plans, and for each one, you need at least five help desk agents. As you might expect, each plan has a different set of features. You can see what their Enterprise Plan includes in the list below.
There are:
- Automation based on smart rules
- API, SDKs, and webhooks
- Macros for workflow
- Live chat on a website
- Reporting in advance
- routing, sorting, and tagging tickets
- Any number of shared inboxes
- Customizing a brand
- Knowledge base management
- Multi-channel communications
3. Help Scout:
Help Scout is strong enough, like HappyFox, to support customer service teams of 500 or more. Help Scout, on the other hand, is better for small businesses because it doesn't require a minimum number of users and has a 14-day free trial. Help Scout has a strong reporting system, built-in knowledge bases, a strong API, and a large number of integrations.
The Standard plan costs $20 per month per user, while the Plus plan costs $35 per month per user. And if you want to know how much their Company plan costs, you'll need to get a quote from them. Also, you may be able to get a big discount if your business is new or if it focuses on being good to the environment or helping people.
Features:
- Automation based on rules
- Add-ons and connections
- Pre-written answers
- Live chat on a website
- Analytics
- How to route and prioritise tickets
- Aids for working together
- Branding that can be changed
- Content management for a knowledge base
- Multi-channel support
4. SolarWinds Service Desk:
This IT service management system helps businesses make their service requests and processes more consistent, which means tickets can be fixed faster. SolarWinds Service Desk starts at $19 per feature per month, which is best for smaller teams that only need the most important features, like ticket management and a service portal. Anyone who wants to try it out can do so for free for 30 days.
The incident management software lets you handle tickets from any source, like a mobile app, a mobile service portal, a phone call, or a live chat. Plus, a lot of automation makes it easy to do things like create tickets, send them up the chain, and send them to the right place.
There are:
- Maps of relationships
- Change management
- IT asset management
- Database software for managing configurations (CMDB)
- Help desk knowledge base
- Tools for buying
- Service automation
- Customer service chat
- Service desk reporting
- Risk management
5. Salesforce Service Cloud:
Salesforce Service Cloud is a good choice for companies that need enterprise-level technical support software that is both powerful and easy to use. It uses automation powered by AI, a 360-degree view of the customer, and advanced service analytics to provide a solution that helps provide great service and get better over time.
Still, it's easier to use Salesforce Service Cloud to its full potential, including the 360-degree customer view, if you're already using other popular Salesforce software, like their CRM. If you don't set up integrations, you'll have to use the Salesforce API or set up integrations with other programmes to pull in relevant data.
There are:
- Knowledge management
- Automation of workflow
- Web hooks, SDKs, and APIs
- Integrations with 3rd parties
- Routing over many channels
- Help with business analytics
- Asset management
- Remote access
- Help-yourself site
- Forums for clients
- Automation of workflow
- Call centre management
6. SysAid:
SysAid is a system for handling internal IT requests. It is a help desk ticketing system. They offer a number of ways to manage SLAs, such as automating tickets and workflows, to cut down on SLAs. You can also build a self-service portal for knowledge management so that employees can handle simple requests like resetting their passwords on their own.
You can get started quickly with a variety of templates and default forms, or you can make your own to fit the needs of your team and organisation. Since most IT tools are used together, you also get access to a number of integrations with tools from other companies.
SysAid's powerful asset management tools make it easy to keep track of all the hardware and software on your network and see what each end user has.
Price: To find out the price, contact SysAid directly.
7. Jira Service Desk:
Jira Service Desk is usually used by engineering teams, but many support teams also use it because it's a common place for them to report bugs and keep track of them.
Users can make their own workflows and forms to make sure projects run smoothly, and they can give tasks statuses to let everyone know what's going on. Reports can show support reps what is being worked on and how busy the company is as a whole. This gives bug tracking and requests more context.
Price:
Free plan available. Plans that cost money start at $7.50 per user per month.
8. Zoho Desk:
You may know Zoho as a tool for managing customer relationships, but they also make a way for customers to talk to support.
Zoho Desk has a lot of the usual tools, such as a shared inbox and a tool for building a knowledge base. They also have more advanced features, such as AI-assisted responses and advanced automations for sorting and tagging conversations.
Zoho Desk works well with other Zoho products, like the CRM tool, which you may already be using. But some of their more advanced features, like live chat, are only available on their most expensive enterprise plan, which may be too expensive for some teams.
Price: There is a free plan. Plans that cost money start at $14 per agent per month.
9. Front:
Most teams choose to use a group email address (like support@yourdomain.com) to accept support tickets from customers when they need to talk to them. But some teams like to use personal email addresses to talk to each other, but they still want the features of help desk software. Front lets you do just that.
You can link your email, SMS, and social media accounts to a shared inbox with Front. It also has features that help you be more productive, like internal notes, as well as features that help you do less manual work. They also offer analytics and integrations, but only with their more expensive plans.
Also, Front doesn't have a knowledge base with answers to frequently asked questions (FAQs) or a live chat tool for instant support like some of the other options on our list.
Price: $19 per person per month and up.
10. Kustomer:
Kustomer made a new kind of solution by putting together help desk and project management software. Kustomer offers support through email, chat, phone, and social media accounts, among other ways. On the project management side, you can make tasks, give them to people, and give them due dates.
You can also see a full picture of each customer and update multiple systems at the same time, which saves time and effort. Kustomer has a lot of great features, but it is very expensive and the pricing is a little hard to understand because there are a lot of tools that are add-ons.
Price: $89 per user per month and up.