It’s hard to imagine a business these days that doesn’t rely on help desk software. Automated help desks are essential to any company’s customer service infrastructure, and they’ve become increasingly important in recent years. So, if you’ve yet to incorporate this incredibly useful software into your business operation, now is the time to do it!
This article will discuss help desk and share some of the best help desk software in 2022. Then, we’ll take a look at the top solutions and see how they compare when it comes to features, performance, and value for money.
What is Help Desk Software?
Help desk software automates key functions of customer service and support operations. It enables businesses to manage customer queries and complaints through a central system, often via a help desk ticketing system. This can help businesses keep track of all their support requests, identify trends or patterns, and resolve issues more efficiently.
Essential Help Desk Software Features
Today’s help desk software features sophisticated chatbots, AI, and IVAs. While it might sound flashy and even downright daunting to implement, these features are hardly mandatory—at least, at the moment. In fact, your business will do well to first focus on ensuring that a given solution fills your baseline needs in a help desk software system. You’ll be looking for five key capabilities:
- Create, route, and track help desk tickets: this is the core function of any help desk software and the one you’ll be using most often.
- Modify and close the ticket: as tickets get resolved, you or your help desk agent will need to be able to modify and close them accordingly while also maintaining a record of the closure.
- Share ticket data with other systems: help desk software doesn’t operate in a vacuum and must be able to integrate with the rest of your business operation. This might include your CRM, accounting software, or email client, for instance.
- Receive tickets via multiple channels: the help desk software you choose should have multiple channels for receiving tickets, such as via chat, SMS, email, and social media.
- Create a self-service portal: this feature is important as it will add value to your help desk software by making it easier for customers to find or request answers and solutions on their own.
The Best Help Desk Software
With all the options available, finding the right help desk software can seem daunting. But don’t worry, we’ve done the hard work for you! So here’s our list of the best help desk software solutions on the market in 2022:
Zoho desk is an excellent choice for growing companies that need to keep their growing customer base happy. With a long list of features and a startup-friendly pricing option, At $14 per user, Zoho Desk has the perfect price-to-value that’s ideal for anyone’s budget and needs. The only downside to this seemingly perfect help desk software is the learning curve that users have to endure to master its complex features.
Zendesk Support is one of the market’s most popular help desk software solutions. It’s feature-rich and has everything you need to start with help desk automation. It also features integrated ticketing across email and social media, out-of-the-box reporting and analytics, access to customer details and interaction history, business rules, and more.
Pricing-wise, it offers three tiers: Support Team at $19 per agent, Support Professional at $49 per agent and Support Enterprise at $99 per agent. All of these options are billed annually. While Zendesk’s pricing is convenient, it’s hard to deny that the pricing gets steeper with every tier. But other than that, it’s a great help desk software that’s definitely worth considering.
Freshdesk is the ultimate gold standard for help desk software. Aimed at small businesses, Freshdesk offers an impressive suite of features that help businesses automate their help desks and improve customer support. It includes a ticketing system, a knowledge base, a self-service portal, multi-channel support, and more.
With multiple pricing plans and a consistent UI, Freshdesk is easily one of the best help desk options available in the market. Also, Freshdesk offers four tiers from startups to enterprises: The free version for starters with up to 10 agents, the Growth package at $15 per agent, the Pro package at $49 per agent, and the Enterprise package at $79 per agent. Each tier offers more and more features, which is great for businesses that want to scale their help desk solution.
Happyfox is known for having one of the best ticket managers in the help desk market. This year, it improved and enhanced its team messaging integration to include Slack and Microsoft Teams. Its customizable UI also features easy multi-step ticket management and superb free training resources for startup help desk teams.
Pricing-wise, Happyfox features both agent-based and unlimited agents pricing with multiple pricing options to suit your needs and preference. So for more information about their pricing tiers, check out their website now! From a help desk software standpoint, Happyfox is one of the market’s best help desk software solutions.
Last but certainly not least is our very own DATAMYTE. While it’s not technically a help desk software, DATAMYTE has all the tools and features necessary to create a comprehensive help desk workflow tailored to your clients and their needs.
The DataMyte Digital Clipboard is a workflow automation software that lets you create any workflow you need for your business—including a workflow for help desk! With the DataMyte Digital Clipboard, you can create a help desk workflow that’s completely customized to your business, which means that you’ll be able to provide the best help desk experience possible for your clients.
Setup is easy thanks to the DataMyte Digital Clipboard’s convenient drag-and-drop feature that lets you create your help desk workflow in minutes. And if you need any help, our team is always available to assist you.
These are five of the best help desk software solutions that you should consider for your business in 2022. When it comes to help desk automation, these software solutions will help you deliver the best results for your business. So make sure to check them out and see which one is the best fit for your needs.