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Help Desk Software

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SysAid logo
Category Leaders

The most advanced AI-powered ITSM platform in the market

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SysAid is the most advanced AI-Powered IT Service Management platform in the market. By placing AI front and center in the organization's service delivery, SysAid guarantees enhanced employee satisfaction and a significantly reduced MTTR, all while boosting both productivity and efficiency.

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Front logo

How 8,000+ companies streamline customer communication.

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Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer comms by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration.

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JIRA Service Management logo

The only ITSM solution built on the Jira platform

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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Zendesk Suite logo

Service-first CRM company that builds support & sales tools

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Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

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Freshdesk logo

Online helpdesk system and customer service software

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Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

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Intercom logo

Intercom is bringing AI-first Customer Service to the world

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Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.

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Zoho Desk logo

Superior customer service. Lasting experiences.

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Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

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NinjaOne logo

The Easiest-to-Use Unified IT Operations Solution

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NinjaOne is the world's easiest-to-use unified IT operations platform. IT leaders use Ninja to maintain infrastructure, manage endpoints, and support end-users in a single, seamless solution that improves technician efficiency, enables automation, and improves end-user satisfaction.

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Incident IQ logo

Incident IQ is a workflow management solution built by K-12,

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The Incident IQ platform has revolutionized how school districts manage help desk ticketing, asset management, and maintenance work. Our results speak for themselves: 98% of customers renew their Incident IQ subscription every year. Check out our content below to see our platform in action!

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Freshservice logo

A complete IT service management (ITSM) tool for business

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Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools

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InvGate Service Desk logo
Category Leaders

IT service desk software

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InvGate Service Desk is web-based solution designed to streamline and optimize IT service delivery and support. InvGate features include gamification rewards and motivation, problem and change management, hardware and software tracking, knowledge base and self service portals, & more.

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ConnectWise PSA logo

A PSA Tool Designed To Run Your As-a-Service Business

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ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups.

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BOSSDesk logo
Category Leaders

BOSSDesk a FrontRunner in Help Desk Software

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BOSSDesk is an integrated ITIL Service Desk/Help Desk and IT Asset Management solution available for both Cloud and On-Premise. BOSSDesk has been highly ranked by customers for providing an affordable solution, great user experience, wide range of features, and excellent US based customer support.

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Issuetrak logo
Category Leaders

Report. Resolve. Relax. It starts with Issuetrak.

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Tired of software that lets you do just enough to dream of what you could accomplish with more control? Issuetrak lets you manage issue creation, resolution, reporting and more exactly the way you want. Get more for free - our knowledge base, task manager, and many other features come standard!

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HaloCRM logo

Software for managing customer service operations

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HaloCRM is a flexible help desk solution that offers a sustainable way to scale customer service operations. HaloCRM is a future-proof solution for organizations of any size.

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HaloITSM logo

ITSM solution for managing incidents & assets

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HaloITSM is an IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.

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HubSpot Service Hub logo

Cloud-based customer service solution for firms of all sizes

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HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

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Korra logo

Answers - Spot On!

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Korra is a semantic, direct-to-answer knowledge discovery platform. With an AI-powered search engine and direct-to-answer experience, Korra offers an SMB-friendly cloud-based SaaS solution. Companies benefit from reduced open ticket rates, faster resolution times, and data-driven content insights.

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Vision Helpdesk logo

Help Desk, Live Chat Software, and ITSM / ITIL Service Desk

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We offer four products to manage customer support for all size business.

1) Multi channel Help Desk Software
2) Satellite Help Desk (Multi company help desk )
3) Service Desk Software (PINKVerify Certified - ITIL / ITSM Complaint)
4) Live Chat Software

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ThinkOwl logo

Customer service software powered by AI

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ThinkOwl is a cloud-based helpdesk solution which helps small to large businesses manage operations related to customer service management. ThinkOwl is an AI-based platform which collects & analyzes customer interactions across different channels such as live chat, Facebook & Twitter.

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Forethought logo

Empower your support team with AI.

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Forethought is an advanced generative AI agent for customer support, uniquely trained on your data.

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LiveAgent logo
Category Leaders

Great customer service starts with better help desk software

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LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live chat, and social media.

Start with a 30-day free trial, no credit card or contracts needed.

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HelpDesk logo
Category Leaders

Ticketing software for effortless customer support

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HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

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LiveChat logo

Customer service software that boosts online sales.

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LiveChat is an all-in-one customer service platform that helps businesses provide seamless customer service and boost their sales. It’s known for its simple, intuitive design, and ease of use. It integrates with 200+ services and is used by over 37,000 customers in 150 countries.

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BeyondTrust Remote Support logo

Secure remote access software

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BeyondTrust Remote Support enables help desk teams to quickly and securely access and fix any remote device, running any platform, located anywhere in the world through one solution.

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Here's what we'll cover:

Buyers Guide

Help Desk Ticketing

As software becomes more advanced and feature rich, it is increasingly difficult to make sense of. But don’t worry, we’re here to help. GetApp’s Buyers Guide for help desk and ticketing software provides answers to questions that are top of mind for anyone in search of a help desk solution.

Jump to:

What is help desk and ticketing software?

Help desk and ticketing software, which falls under the umbrella of IT service management (ITSM) software, helps organizations resolve support requests and incidents. This might include operating a support desk for a product your company sells, or providing internal support to employees within your organization. Help desk and ticketing software should help your IT department better manage and more quickly resolve user problems.

What are the deployment options for help desk and ticketing software?

Help desk and support software can be purchased as a subscription service that is hosted in the cloud and maintained by a third-party or as a self-hosted (on-premise) deployment that requires manual maintenance. For most users, cloud-based ITSM software is the best choice. While on-premise software allows data to be self-hosted on company servers and can be less expensive at massive scales, the costs and complexity associated with deploying and maintaining these solutions is prohibitive and often unnecessary for many organizations.

Gartner's Hype Cycle for Software as a Service (SaaS), 2018 states that the SaaS model has become essential for software vendors, having gained acceptance across organizations of all sizes and multiple industry segments. In 2018, for example, 85% of CRM software was purchased, not built, and over 70% was deployed as SaaS. Given help desk software is responsible for managing and prioritizing customer issues and complaints, stability and reliability are of utmost importance. It isn’t advisable to host your own ITSM software unless maintaining full control over the system and the data that it houses is a top priority for your business. 

Key question to ask your vendor before you buy: What are the differences in cost for each deployment option you offer?

What are some common features for help desk and ticketing software?

Below are the primary help desk and ticketing software features offered by products available on the market today:

  • Ticket management: Allows organizations to track open complaints, assign work based on skills or need, and monitor overall trends in help desk requests.

1

Ticket management in Freshdesk 

  • Knowledge base management: Enables companies to create a repository of common or previously resolved problems, as well as a record of solutions that may be helpful for troubleshooting. By making this information searchable, organizations can enable self-service options for users and cut down on ticket volume. Additionally, a robust knowledge base can help service agents find tested solutions to common user problems.

2

Knowledge base management in Freshdesk

  • Reporting and analytics: Allows organizations to track and aggregate data to gauge performance and productivity, as well as identify trends. This may include some form of data visualization that can be exported as a report to share with others.

3

Reporting and analytics in Zendesk

  • Self-service portal: Gives internal or external users the ability to search for solutions to problems on their own (see “knowledge base management” above).

4

Self-service portal in Serviceaide

  • Alerts/escalation: Keeps support staff up-to-date about relevant ticket progress and escalates certain tickets to a higher priority based on predetermined criteria.

5

Ticket progress and escalations in SolarWinds Service Desk

What are some important help desk and ticketing software integrations?

Integrating help desk software with other software used throughout your organization is essential to getting the most out of your purchase. Not only can integrations save workers time, they make sure support staff has access to important information that enables them to provide better service.

Communication channels integration: If you are setting up help desk and ticketing software to provide customer support for a product, consider integrations with email marketing and social media. These channels can help with filling out contact profiles, reducing duplicate data entry, creating a more complete view of customer interactions with your company, and allowing customers to reach out through their preferred channels. If your help desk will serve internal employees, consider integration with common communication tools people use at work.

CRM integration: Customer relationship management (CRM) software helps businesses implement and maintain customer-centric strategies that optimize profitability, revenue, and customer satisfaction. CRM software also contains large amounts of customer data that can inform your help desk team as they field user issues and complaints. Integrate ITSM software with your CRM to ensure support team members are aware of past interactions between your company and your customers.

Bug tracking software integration: For companies that operate in the tech space, it is essential to have an integration between help desk software and any platform used to track bugs. This can help with prioritizing bug fixes depending on the extent of user impact, identifying problems more quickly, and keeping support staff current on the status of known issues. Integrate your help desk software and issue tracking software so both the support staff and the engineering staff are on the same page about outstanding problems, their impact on users, and the progress of a resolution.

Key questions to ask your vendor before you buy: What [select all that apply: communication tool, CRM, or bug tracking] integration(s) are available with your software, and what are the resource requirements for maintaining them?

As artificial intelligence (AI) evolves it will have a huge impact on understanding customer behavior and improving customer interactions. Gartner research states that by 2021, AI will handle 15% of all customer service interactions—representing a 400% increase from 2017 (full content available to clients). Advanced AI will lead to improved predictive capabilities, uncovering trends buried in data, and will be able to use learning abilities to provide a more sophisticated level of support to customers. 

According to a survey of Gartner Research Circle members, the top applications for AI technology are about customer experience and include customer engagement, call center service/support, and digital marketing platforms. However, the same survey found that just 6% of respondents had AI in use. This is an obvious trend to keep an eye on as the ITSM software market evolves and AI continuously improves.

Key questions to ask your vendor before you buy: What features do your product offer that leverage artificial intelligence? Do you have plans to include [choose one or more: chatbots, virtual customer assistants, or conversational AI] in future software updates?


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The following sources were used for this document: