The Finest Helpdesk Software program of 2018; HappyFox

What Is Helpdesk Software program?

Helpdesk software program, together with social media administration platforms, are all that stands between your organization and indignant, damaging buyer suggestions. When a buyer has a urgent subject or query about your product, the instruments you employ have to work shortly and intuitively to empower brokers and customer support representatives to resolve tickets and requests satisfactorily, with out undue friction and ready. Your helpdesk is your first line of protection towards poor buyer experiences and, when you do not select the fitting platform, it could price you clients and your organization’s good status.

Retaining clients and staff blissful is a crucial consideration for enterprise homeowners. In actual fact, it is certainly one of an organization’s high priorities whether or not it is a small to midsize enterprise (SMB) or a big group. Happily, you aren’t in need of choices as there’s a variety of helpdesk software program out there. Some options are higher fitted to SMBs, others are extra fitted to bigger organizations, and nonetheless others are extra appropriate for inner IT operations relatively than organizations coping with buyer requests. Additionally, not all helpdesk software program is created equal. For instance, helpdesk software program comparable to Cayzu, Freshdesk, HappyFox, Vivantio Professional, and Zendesk Help embrace social tie-ins that allow tickets be raised from social media web sites comparable to Twitter. This may very well be an vital function to an organization that offers with a big buyer base however one not practically as vital and even related for one utilizing the system merely as an inner IT service platform. Different helpdesk software program, comparable to Jira Service Desk, offers further safety measures and identification administration (primarily Single Signal-On or SSO) options, which can be key differentiators to some firms however to not others.

On this evaluation roundup, we examined the highest helpdesk software program choices, together with Agiloft Service Desk, Cayzu, Freshdesk, Freshservice, HappyFox, Jira Service Desk, ServiceDesk Plus (SDP) 9.three, Vivantio Professional, Zendesk Help, and Zoho Desk. All of those helpdesk options can be found as Software program-as-a-Service (SaaS) options. This implies you do not have to put in any of the helpdesk software program onto a neighborhood machine. As SaaS options, the entire helpdesk software program examined might be run on another person’s servers—a truth that might attraction to many house owners of SMBs.

ITIL Adherence

Throughout testing, we found that some helpdesk software program stood out from the others in a single vital means: adherence to the Data Know-how Infrastructure Library (ITIL). ITIL is a longtime service framework used primarily by IT administration firms. It’s a set of finest practices that embrace many checklists, procedures, processes, and duties. Having ITIL successfully govern how your organization does issues might be each constraining but useful relying upon your specific business. We consider that ITIL needs to be adopted each time attainable, even when it does appear to be a bit overbearing for smaller enterprises.

The helpdesk software program examined falls into certainly one of two camps: people who comply with ITIL’s pointers and people who do not comply with them. The extra superior providers examined comply with ITIL, together with Freshservice, Jira Service Desk, and ServiceDesk Plus (SDP) 9.three. They’d make extra sense to bigger companies working within the service administration business, maybe overseeing information facilities or massive companies through which service-level agreements (SLAs) and penalties are greater than easy buzzwords. If your online business follows ITIL, then it’s best to go for a helpdesk software program providing that adheres to ITIL’s framework.

However not all companies that want helpdesk software program comply with ITIL and even have to. For instance, if you’re a software program developer on the lookout for one thing to deal with incoming assist requests from clients, then sturdy change administration (one thing ITIL governs) in all probability is not one thing you want. And Freshdesk, one of many helpdesk software program choices examined, shouldn’t be prone to be helpful to an organization that is in command of sustaining a big information middle. Some companies that do not adhere to ITIL might focus extra on customer support the place tickets generated from social media are supplied. These companies would profit from helpdesk options comparable to Cayzu, HappyFox, and Zendesk Help. So, first decide whether or not or not ITIL is one thing your online business must comply with, after which store accordingly.

Key Capabilities

All the helpdesk software program examined comprises key options required to make the grade as even essentially the most rudimentary of helpdesk apps. A few of these frequent options embrace giving brokers the flexibility to create assist tickets, edit the tickets, after which shut the tickets when the difficulty or query has been resolved. This ticket dealing with, and whether or not or not they do it properly, was one of many primary requirements we had in thoughts whereas testing the helpdesk software program. One other function frequent to the entire helpdesk software program examined consists of the flexibility to obtain tickets by electronic mail. And eventually, a lot of the helpdesk software program provides a data base, which offers completely different content material for brokers and clients. Freshdesk, for instance, allows you to create separate sections of the data base which might be accessible solely to a few of your clients or you possibly can create personal documentation on your brokers with in-depth technical info.

One other key function any good helpdesk app ought to have is the flexibility to speak with different apps. The information gathered by service desk consoles might be invaluable to a number of different areas of the common enterprise. For instance, when you’re utilizing your helpdesk app to deal with customer support calls concerning a services or products the corporate is promoting, then the information the system generates may give a critical increase to your buyer relationship administration (CRM) database, thus empowering your gross sales employees. In case you’re utilizing social media as a service desk channel, then ensuring your social media administration instruments are monitoring buyer interactions is one other nice information supply.

These are all examples of very primary capabilities that any helpdesk software program providing ought to present. A lot of the helpdesk software program examined met these necessities so hold these primary necessities in thoughts as you learn the critiques. HappyFox, Vivantio Professional, and Zoho Desk have been among the many 4 helpdesk software program options that received our Editors’ Alternative award. HappyFox will fulfill the customer support wants of SMBs whereas Vivantio Professional and Zoho Desk are extra suited to massive companies with their deal with ITIL and asset administration.

We now have added Freshdesk to our checklist of Editors’ Alternative winners on this class. The software, and its sister resolution Freshservice, just lately underwent a significant facelift, full with added options that enhance ease of use and continued performance. In consequence, Freshdesk has additionally been dubbed an Editors’ Alternative software. Freshservice, whereas actually a high performer amongst inner helpdesk instruments, was given the next mark however nonetheless ranks a notch beneath Vivantio Professional, our chief for inner assist.

  • Freshdesk Assessment


    MSRP: $zero.00

    Backside Line: Freshdesk is an easy-to-use and properly priced helpdesk platform aimed squarely on the SMB house. A well-designed consumer interface and loads of third-party integration prospects hold this …

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  • HappyFox

    HappyFox Assessment


    MSRP: $29.00

    Backside Line: A feature-rich helpdesk resolution, HappyFox earns our Editors’ Alternative with elegant ease of use and many integration choices that may customise it to your group’s particular wants.

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  • Vivantio Pro

    Vivantio Professional Assessment


    MSRP: $48.00

    Backside Line: Enterprise-capable Vivantio Professional is certainly one of only some helpdesk choices we reviewed that is geared toward massive operations and aligned with ITIL. Even with its big-business bent, nonetheless, Vivantio…

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  • Zoho Desk

    Zoho Desk Assessment


    MSRP: $25.00

    Backside Line: Zoho Desk is only one component in Zoho’s massive and ever-growing software program portfolio that spans the gamut from productiveness software program to point-of-sale options. This, together with good integratio…

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  • Agiloft Service Desk

    Agiloft Service Desk Assessment


    MSRP: $65.00

    Backside Line: Agiloft Service Desk is properly oriented in direction of enterprise operations, with a wealthy and extremely customizable function set that is made tough for SMB clients due to an intensive studying curv…

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  • Freshservice

    Freshservice Assessment


    MSRP: $zero.00

    Backside Line: You possibly can consider Freshservice because the enterprise-oriented sibling to the small business-oriented Freshdesk. Freshservice is geared toward huge companies with adherence to ITIL requirements and the in…

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  • ServiceDesk Plus 9.3

    ServiceDesk Plus 9.three Assessment


    MSRP: $995.00

    Backside Line: A helpdesk contender aimed extra at enterprise clients than SMBs, ServiceDesk Plus 9.three holds a stable, huge enterprise function set that is marred by the same old issues with these platforms, identify…

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  • Zendesk Support

    Zendesk Help Assessment


    MSRP: $5.00

    Backside Line: Zendesk Help does a very good job as an SMB-oriented helpdesk platform. Whereas its assist for ITIL appears to point extra of an enterprise orientation, its lack of massive enterprise options such a…

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  • Cayzu

    Cayzu Assessment


    MSRP: $four.00

    Backside Line: Cayzu does properly as a helpdesk platform geared toward smaller companies and startups. It has a very good set of options, sturdy third-party integration choices, and a really good value. However, when you’re …

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  • Jira Service Desk

    Jira Service Desk Assessment


    MSRP: $10.00

    Backside Line: Accessible from well-known enterprise vendor Atlassian, Jira Service Desk is a stable helpdesk entry for midsize and even massive companies. Good integration with Atlassian’s different merchandise as …

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  • Kayako

    Kayako Assessment


    MSRP: $20.00

    Backside Line: The up to date model of Kayako delivers an improved consumer interface on the similar value. The identical wide selection of communication channels and enterprise safety makes it a extra viable selection than …

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  • Revelation

    Revelation Assessment


    MSRP: $44.95

    Backside Line: Revelation is a stable helpdesk entry with good search, filtering, and reporting capabilities, in addition to a brand new pricing scheme which may make it a extra engaging possibility than its earlier in…

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  • Mojo Helpdesk

    Mojo Helpdesk Assessment


    MSRP: $29.00

    Backside Line: Mojo Helpdesk provides entry-level pricing, however has a considerably restricted function set if what you are after is customized reporting and branding.

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  • Samanage

    Samanage Assessment


    MSRP: $zero.00

    Backside Line: Samanage’s IT Service Desk and Asset administration suite has many options companies could also be searching for and provides a brief free trial, however a lackluster interface means it is not a match for everybody.

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  • TeamSupport

    TeamSupport Assessment


    MSRP: $35.00

    Backside Line: TeamSupport is a good helpdesk utility however with a dated and typically convoluted consumer interface. It is a good possibility for SMB operations, however be sure that its specific options are actually…

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  • Desk.com

    Desk.com Assessment


    MSRP: $30.00

    Backside Line: Desk.com is properly value it in case your service desk simply wants to have the ability to elevate and shut tickets. It isn’t going to run your ITIL enterprise nevertheless it does not got down to both.

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  • Teamwork Desk

    Teamwork Desk Assessment


    MSRP: $zero.00

    Backside Line: Teamwork Desk is a clear and snappy product that reveals nice potential. Nonetheless, it is nonetheless a newcomer within the helpdesk market and has a methods to go earlier than it reaches parity with the remaining…

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