10 BEST Help Desk Software Of 2022

List of the Best Open Source Free Help Desk Software Solutions with Features and Comparison:

Help Desk software is a software application developed to capture, track and maintain customer queries online. It is a one-point contact for customer issues and their fixes. 10 BEST Help Desk Software Of 2022

It’s a software application which is developed for the service persons for keeping a track of their customer’s request, and as a result of which they can deal with the customer issues very easily.

This facility provided by companies to the customers, in turn, increases the customer’s interest in the business deals as a lot of work for the customer is being handled by this software application.

Back were those days when businesses were mostly done face to face and the client’s service persons had to visit each customer individually to resolve their issues and which indeed wasted a lot of time, money and effort.

However, the introduction of Help Desk Software has changed the way of doing business deals as it manages the issue tickets online, automates most of the suites and gains accuracy in reporting and optimization.

Help Desk software has become a single-stop point for the customers and employees for reaching out to any issues. It is designed with many good features to resolve the customer’s issues and nowadays it is becoming a necessity for every client.

There are many types of help desk ticketing software like basic help desk, enterprise help desk, open-source help desk, etc.

Features Of Help Desk Solutions

Some of the important features are mentioned below for your reference:

  • It has a point of contact feature which basically tells how the customer can contact your support like community, social media, phone, message, emails, etc.
  • It has a ticket management system which is responsible for saving and maintaining the customer queries into tickets and follow up with them.
  • It also has an inbuilt knowledge base or self-service feature which will be consisting of many FAQs for customer queries.
  • It supports intelligent automation mechanism which automates the repetitive, and predictable tasks inclusive of some FAQ’s which the customers’ keeps on asking to save time.
  • It supports good integration process, hence companies can integrate with the social media accounts like Facebook, Twitter, and Instagram to know the feedback on their products.

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Benefits Of Help Desk Ticketing Software

The Major benefits are:

  • Using the Help Desk System, the work progress can be more efficient as customers can submit their issues quickly and get their problems resolved much quickly thereby increasing productivity.
  • It is a multi-tasking software as it allows the staff to categorize and organize issues based on the priority.
  • It is highly customizable, hence the clients can make modifications as per their business requirements for improved business access.
  • It comes with an auto-assign feature, because of which the tickets get prioritized and automatically get assigned to the concerned team for resolution.

Demerits

As we know, with every good thing there are certain limitations and weak points.

Help Desk applications also have certain demerits as explained below:

  • Sometimes the quality of the knowledge database has become a big question on the reliability of this software. Will it easily integrate with the existing knowledge database?
  • It may be difficult at times to use this software and their learning curves.
  • If the client is adding a new ticketing system then it might take the customer as well as the staff to get acquainted with the application flow to have a seamless process.
  • A large investment has to be made on this software and later, upgrading those will cost a lot of money.
  • Some software lags some essential features even after paying good money for it.

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