A Complete Guide to the Best Help Desk Software

The demand for seamless, omnichannel help desk software is increasing. But it doesn't mean it's easy to find the solution that's the right fit for your business. Well, to help you identify and choose the best help desk software, we have prepared this complete guide for you.

What is help desk software?

Now, let's start with the basic information: what is help desk software? Well, help desk software is a software product that customer service and IT teams use to serve employees and/or customers. Its core functions are to help service teams systematically manage support requests, provide self-service options, track and report performance, and ideally far more.

What features should help desk software have?

Here is a list of basic features that help desk software should offer:

• Customers contact your business through email, phone, text, web, chat, and social media with questions and issues;
• Generates a ticket for each issue and automatically associates them with a customer's history if applicable;
• Tickets are assigned manually or automatically depending on business rules;
• As agent work on tickets, they can easily collaborate with other team members for help;
• Admins can create workflows and assign different levels of responsibility to agents;
• With analytics, you can track customer satisfaction scores, internal KPIs, and more

Help desk software you can rely on

Service Desk Lite

ServiceDesk Lite is a free complaint management software for light usage. It is absolutely free for life without any limitations. You can create up to 3 free users.

It is a windows based simple & ready to use complaint management application. ServiceDesk Lite has basic yet all core features to effectively manage service complaints right from initiation to closure. The feature includes complaint registration, complaint assignment to service executive, tracking closure status, reporting tool, data backup utility, basic access control for user rights & unlimited data storage.

ServiceDesk Lite enables you to store data locally On-Premise. As it is a standalone application the data & the application resides on the same computer & it works without internet.

Supremo

Supremo is a powerful, easy and complete solution for remote desktop control. It allows you to control a remote PC in just a few seconds. There's no need to configure the routers or to install the software. Download, connect, control.

Key features of Supremo:

Light and easy-to-use Supremo is a free remote desktop software to provide remote assistance to customers. Supremo is constituted by only one executable file that is very small and doesn't need any installation. In just a few clicks you will be able to provide - or receive - support through Supremo.

No router/firewall configuration Supremo uses a powerful data transfer protocol that allows you to connect to remote computers behind routers and firewalls without any configuration. Supremo doesn't need any installation or setup and its connection is extremely secure thanks to its integrated encryption.

Multi-connection Supremo allows multiple users to connect to the same computer. This can be very useful when you need to do complex assistance sessions or when you need to do an internet presentation. For example, your customers can connect at the same time to a computer in your company and see a presentation of your products and services.

Drag & Drop file transfer Supremo provides an integrated file transfer application, that allows you to explore the disks of the remote computer and transfer files and folders in both directions. You can send a folder from your PC to the customer's PC with a simple click, or you can download a file/folder from the customer's PC to your local PC.

Security and protection Supremo is a secure and reliable application. All the data transfered through the Internet is encrypted with the AES 256-bit algorithm. In addition a random 4-digits password is generated at every control session. It's also possible to specify a much stronger password to protect your machine and block specified IDs.

A lot of useful features Supremo provides a lot of useful features in order to simplify your job. You can install Supremo as a Windows service, to make the connection always available in background. Furthermore it includes an integrated chat application that allows you to chat with multiple users while you are connected for remote asissatance.

BMC Track-It

Track-It 2019 help desk software is the latest in a long line of releases, each one taking the concept of what an IT help desk can achieve to the next level. Track-It 2019 is a complete IT help desk & powerful integrated IT asset management tool at an affordable price. At the heart of Track-It is the Help Desk, which provides you with a view of your incidents, problems and change requests.

Track-It helps automate and streamline your IT support processes so that you can respond and deliver resolutions to end-users more quickly than ever before. Track-It is also more than just help desk software. It's a single integrated suite for IT endpoint management offering Help Desk, Automated Asset Discovery, Asset Auditing, Patch Management, Software Deployment, Mobile Device Management, Remote Control, Bar-code scanning for physical inventory, end-user satisfaction survey, Active Directory User Importing and Authentication, Change Management, Software License Management, Knowledge Management, End-user self-service web portal, IT Purchasing, customizable Dashboards with drill-down and custom Reports for metrics analysis and reporting.

Track-It is accessible via a cross-browser web-based client or mobile device interface application that supports iOS and Android devices. With Track-It IT help desk software, you will feel confident in your ability to improve customer service, decrease response and resolution times and lower your IT costs.

Abacus HelpDesk

Abacus HelpDesk supports your help desk with complete service and support, call tracking, knowledge management, problem resolution, call management, statistic reports, and invoice handling. With the SQL-connection module, Abacus HelpDesk supports MS SQL server to handle large databases. Multi-language support, Citrix and Terminal server support, and remote computing.

Tele-Support HelpDesk

Tele-Support HelpDeskis a fully functional help desk application that runs stand-alone (built in contact manager) or integrates with ACT CRM. Includes in-bound/out-bound e-mail processing and linking feature, intake forms, knowledgebase system, bug tracking, priority escalation, detailed timekeeping, contract tracking, detailed reporting, RMA, on-line knowledgebase for customer lookups, inquiry status checking by customers, system alerts, custom forms.

HelpDesk Cloud now includes ability to run HelpDesk (and other applications) from just about anywhere and from multiple devices including Windows, iPad, Android, Linux, and MAC OS clients.

Help Desk Authority

Now part of ScriptLogic's award-winning, desktop management offering. Comprehensive trouble ticket tracking software for help desks and call centers. User-friendly interface offers customizable screens, custom/required fields, knowledgebase, scrolling message bar, reports, queries, product and contract tracking, etc. Components are available for customer self-help via the Web, auto issue escalation, advanced data searches, Active Directory integration, e-mail receive, and asset management.

Version 8.1 build 221 includes an updated dashboard view, new asset management integration with Desktop Authority and the HDAsset inventory component.

Customer Database Pro

Customer Database Pro (CDB) is a complete, multi-user, customer database, and help-desk solution. CDB keeps track of your valuable customer information. You can enter products purchased and/or services subscribed to by each customer. You also can log issues encountered by your customers and their resolutions. Logged issues and customer records are fully searchable. CDB is readily customizable.

This program is made for business owners who need client information quickly with little hassle. Customer Database Pro takes a lot of the headache out of managing a database with a basic interface and allows a user to customize every last detail, from customer name and location to phone and e-mail contacts, as well as personal information or additional news.

Web Tracks 2018

Web Tracks is web-based Inventory and Help Desk software that is installed in your local environment (runs on IIS). The program gives your IT staff the tools required to do automated hardware and software audits and the capability to track IT equipment from purchase through disposal. Web Tracks core feature is a comprehensive Help Desk module with integrated e-mail. End-Users and Technicians logon to this application to manage support requests.

BMC FootPrints

Transform IT Service Management by easily automating business processes and managing desktops through an integrated Web-based solution. The award-winning, ITIL verified solution meets your needs for fast time to productivity, ease of administration and use, and extensive workflow automation. A 100% web-based application, BMC FootPrints provides extensive flexibility for consolidating and automating business processes within and beyond the IT organization.

Web+Center

This suite of (6) Web-based Help Desk and CRM applications includes: Tech+Mobile, a mobile interface for Techs to manage their support tickets. Customer+Mobile, a mobile and tablet interface for customers, Customer+Center, an application for customers to submit and update support/work order tickets; Tech+Center, an application for support staff to track and manage support and work orders; and Business+Center, a CRM tool for the sales team with a mini accounting package and Reservation+Center, a media/facilities reservation tool. Web+Center suite includes a complete Asset Management Component, Case Scheduler/Group Calendar, customer surveys, Frequently Asked Questions, automatic HTML email and cell email notification options, auto-escalation, time spent invoicing, and reporting functions language Internationalization options.

How do you choose the right help desk software?

While the help desk software that's best for your company depends on your customers and your team, there are several aspects you can consider when choosing the right help desk software:

• Whether this help desk fit your business?
• What customer support processes can you automate through the help desk software?
• Does help desk software help you to support clients more effectively?
• What communication channels does the IT help desk solution integrate with?

Try to answer these questions before making your decisions and hope you can find the right help desk software for your company.