Helpdesk software is made to help people solve their queries around your product. They are like a wingman that has answers to all the frequently asked questions. Different case studies prove that the customer felt welcomed, and by knowing more about the product, the conversion rate from being the visitor to a consumer went high.
In this article, we talk about some of the best helpdesk ticketing software of 2019.
What is Helpdesk Ticketing System software?
Helpdesk Ticketing System software automates your support process by generating tickets. It also sorts the issues based on priority levels. This is done by taking in queries from customers and passing it on to the relevant support staff.
The customer also gets a message in the form of an email or SMS. It lets them know about their ticket number and assures of the query being processed by the support team. With a helpdesk solution, a small group of support can handle thousands of questions with high efficiency.
Best Helpdesk Ticketing software
Helpdesk tools must have some essential features that help you to reach out quickly and in an efficient manner. Replying to multiple queries in a short amount of time is something that all aim to do as a support team.
You must look for the volume of queries that you receive daily and choose the best possible solution for your business needs. Additionally, it also integrates with CRM tools for better efficiency and productivity in general.
Along with these, it is also essential to get some extra features such as customer tracking, report generation, and external integrations. Here we make it easy for you to select the right Helpdesk Ticketing System software solution that will skyrocket the efficiency of your support team.
Gorgias is a leading helpdesk for Shopify, Magento, and BigCommerce merchants where retailers can manage all of their customer communication and tickets in one platform (email, social media, live chat, SMS, phone). It’s powered with machine learning to automate up to 20% of commonly asked questions and seamlessly integrates into your existing tech stack to deliver better customer support.
Deep eCommerce integrations: Full integrations with Shopify and Magento, which allow you to update, create and cancel orders, as well as process refunds, issue invoices, and update shipping addresses, all directly through Gorgias.
Omnichannel support: Manage all of your customer channels in one centralized dashboard, including live chat, SMS, social media, phone, and email. You can also track if a customer has contacted you through multiple platforms, so your agents have access to the full customer history.
The efficiency with machine learning: Use machine learning to detect the intent of your customers and segment them accordingly. You can also respond to customer tickets in one click with intelligent templates and customer data points that are automatically synced from your eCommerce store.
Turn your helpdesk into a profit centre: Track the performance of your customer service agents and attribute sales to your team. With Gorgias, you can easily provide personalized discount codes for customers engaging with your brand, and incentivize your customer support team like a sales team.
Gorgias starts at $60/month. The pricing model is on a ticket basis and allows unlimited users with all plans.
2. Zendesk Support
Zendesk Support is quite a reliable companion when it comes to customer service and support. It offers a set of different tools with one central database to position a range of customer support experiences.
It has a visitor form that takes essential information such as name, email address, and phone number beforehand, and they can also choose an option for where the communication is to be followed, i.e. via SMS or Emails. They can even directly start a discussion via social media channels such as Facebook or Twitter.
It also comes with pre-defined ticket responses. You can even start surveys for customer satisfaction. It is combined with the analytics dashboard to gain insights on how the campaign’s performance.
Further, it also integrates with other Zendesk tools such as zen talk, which is for a call center. Apart from these, custom reports can also be generated to get insights on operational efficiency, and based on the readings, and you get a clear idea of how to improve it.
Zendesk comes with Essential, Team, Professional, Enterprise, and Elite plan. The basic start with 5$ and goes high as per the increase in features. A performance dashboard is offered in the team plan and beyond. You also get a free trial to test how everything works.
3. Zoho Desk
Zoho Desk is an AI-powered cloud-based solution to all your ticketing hassle. It comes with multichannel communication, which helps your customers communicate from any channel that suits them.
You’ll look more professional by creating multi-platform support for different products that you offer. There’s also an option to do a live chat with anyone to resolve the troubles in an instant.
Zoho desk also offers a virtual AI assistant named Zia. She can do loads of stuff like auto-tag tickets so that it reaches to the right person, do a sentimental analysis to get the gravity of any thread and decide the priority, she even monitors everything and notifies you of any unusual activity.
Zia can speak to your customers directly and assist them via chat with the responses from the product knowledge base. In the process, you get to monitor everything from the dashboard.
It’s all about gaining productivity. You get powerful work modes to clear out any open tickets quickly. A robust response editor to craft and send messages using the knowledge base, templates, and faqs.
Additionally, they have a mobile app to manage everything from anywhere, one of the perks you get with cloud helpdesk ticketing solution. CRM integration with Zoho CRM and other such tools such as Salesforce, Jira, etc. is also possible. Efficient tracking and collaboration make it easier to work on certain tickets where multiple teams must be involved.
Automation is also possible, ticket assignment to the right team, informing agents and customers of the ticket status, workflow automation by sending alerts to add tasks and perform different actions to solve any queries and all the essential parts can be automated via preset templates. You get a day’s free trial that limits to 3 users, which you can upgrade to standard, professional, or enterprise tier.
FreshDesk is one of the Best help desk ticketing software. You get productivity and efficiency in one place. It comes with a team inbox to manage support tickets. You can set deadlines to manage tickets response in sync with your business working hours.
Set canned responses to all the common queries, automate repeated actions, and set custom ticket status according to your workflow. Apart from this, it comes with an agent collision detection to avoid multiple support staff giving resolution on a single ticket.
Other advanced ticketing capabilities such as group resolution in which a group of staff works together, linking tickets, and parent-child ticketing is also possible to implement.
Furthermore, it supports all channels of communication, such as email, phone, live chat, social media, and direct contact from the website. You can integrate and set up a fully functional system keeping any of these as a primary communication medium.
FreshDesk also comes with an intelligent ticketing system that tracks the workload of staff and assigns open tickets, or it just uses the round-robin method. Productivity can be increased with automatic email notifications about the ticket status, and you can also set different event notifications.
Automated suggestions to customers from the knowledge base, forum moderation, and other things can be streamlined as per your needs.
Additionally, you can customize the platform with your own URL or do some branding with your logo, color schemes, and also integrate with any custom apps. Robust security is provided with SSL Certificates, IP and Network restrictions, Identity, and access management. A free trial is available to check out this service, and you can upgrade to unlock all the potential features anytime you want.
5. Jira Service Desk
Jira uses a modern approach to solve the ticketing problems. It comes with integration support for over 600 + services such as slack, and other similar services. You can even access it from the smartphone app. It helps developers keep track of bugs and other performance glitches with a simple and easy to use user interface.
Automated knowledgebase answers are provided to customers via Confluence, so they gain can more information about the product. Furthermore, you can even add your asset management app to gain additional insights. It also has multilingual support for all customers across the globe. Standard features such as automated task assignments and canned responses are also available to configure and use.
It is quite easy to meet your service level requirements. A simple queue is provided to the agents so that they can streamline the workflow accordingly. It can even be configured as per your priority.
All the repetitive tasks, such as the assignment of tickets and other things, can be automated. Additionally, you get an ITIL certified service desk making it one of the best help desk ticketing software available out there.
Jira Service Desk offers a seven days trial for you to check functionalities and its in-depth capabilities. Other pricing options let you choose if you want a server, data center, or cloud.
You can also select the number of agents you might need to handle the service requests that come through. Additional product confluence can also be chosen while you checkout. Overall they give a customizable plan that meets your demands. You can upgrade and scale your plan at any time you want.
Kayako is a quite popular service framed towards more productivity. It allows you to give a personal touch while managing the customers. They give you a help center that allows the customer to find the answers right from the knowledge base.
Multibranding is supported for you to set up support services from different products. Furthermore, you can integrate it with 650+ apps such as Salesforce, Slack, etc. and streamline your workflow accordingly.
All other primary features such as live chat, multiple channel support, canned responses are available for you to gain an enhanced service desk experience. Additionally, it provides you with free collaborators, as well.
Workflow automation is also done on first hand. It also allows you to visualize the customer journey to understand and gain more insights, which can further help in product optimization.
Collision prevention feature to increase work efficiency is also available. It comes with a free trial and the lowest plan; Inbox starts from 15$. Other plans, such as Growth and Scale, also have free trials available.
It is quintessential to have help desk ticketing software that streamlines your workflow and make the work environment more productive. Let’s not make the customers wait any further for proper resolutions by choosing the best help desk ticketing software that suits your requirements perfectly.
Let us know what help desk ticketing service helps you maintain the perfect service record in the comments section below.