The Greatest Helpdesk Software program of 2017; HappyFox

What Is Helpdesk Software program?

Protecting clients and staff blissful is a crucial consideration for enterprise house owners; in actual fact, it is one among an organization’s high priorities whether or not it is a small to midsize enterprise (SMB) or a big group. Customer support and repair administration companies perform due to the proper helpdesk software program. It doesn’t matter what measurement enterprise you personal, it is vital to decide on the proper helpdesk software program that may fulfill your organization’s explicit wants.

Thankfully, you aren’t in need of choices as there may be a variety of helpdesk software program out there—some higher suited to SMBs, others extra suited to bigger organizations, and nonetheless extra appropriate for inner IT operations quite than organizations coping with buyer requests. Moreover, not all helpdesk software program is created equal. For instance, helpdesk software program resembling Cayzu, Freshdesk, HappyFox, Vivantio Professional, and Zendesk Help embody social tie-ins that allow tickets be raised from social media websites, resembling Twitter; this may very well be an essential function to an organization coping with a big buyer base, however not practically as essential and even irrelevant for one utilizing the system merely as an inner IT service platform. Or helpdesk software program, resembling Jira Service Desk, gives extra safety measures and identification administration (primarily single sign-on or SSO) options, which can be key differentiators to some corporations however to not others.

On this roundup, we examined a number of main helpdesk software program choices, together with Agiloft Service Desk, Cayzu, Freshdesk, HappyFox, Jira Service Desk, Kayako, ServiceDesk Plus (SDP) 9.1, 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, all the helpdesk software program examined will be run on another person’s servers—a truth that might enchantment to many homeowners of SMBs.

ITIL Adherence

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

The helpdesk software program examined falls into one among two camps: those who observe ITIL’s pointers and those who do not observe them. The software program that does observe ITIL—which had been the extra superior companies examined resembling Freshservice and ServiceDesk Plus (SDP) 9.1—would make extra sense to bigger companies working within the service administration trade, maybe overseeing knowledge facilities or massive firms through which service-level agreements (SLAs) and penalties are greater than easy buzzwords. If your small 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 observe ITIL and even have to. For instance, in case you are a software program developer searching 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, is just not more likely to be helpful to an organization that is in command of sustaining a big knowledge heart. Some companies that do not adhere to ITIL could focus extra on customer support the place tickets generated from social media are provided. These companies would profit from helpdesk options resembling Cayzu, HappyFox, and Zendesk. So, first decide whether or not or not ITIL is one thing your small business must observe and store accordingly.

Key Capabilities

The entire helpdesk software program examined incorporates key options required to make the grade as even probably the most rudimentary of helpdesk purposes. A few of these frequent options embody giving brokers the power to create assist tickets, edit the tickets, after which shut the tickets when the problem or query has been resolved. This ticket dealing with, and whether or not or not they do it effectively, was one of many primary requirements we had in thoughts whereas testing the helpdesk software program on this roundup. One other function frequent to all the helpdesk software program examined consists of the power to obtain tickets by e-mail. And eventually, many of the helpdesk software program presents a data base, which gives totally different content material for brokers and clients. Freshdesk, for instance, allows you to create separate sections of the data base which are accessible solely to a few of your clients or you possibly can create personal documentation to your brokers with in-depth technical info.

One other key function any good helpdesk app ought to have is the power to speak with different apps. The info gathered by service desk consoles will be invaluable to a number of different areas of the typical enterprise. For instance, in the event you’re utilizing your helpdesk app to deal with customer support calls concerning a services or products the corporate is promoting then the info the system generates can provide a severe enhance to your buyer relationship administration (CRM) database, thus empowering your gross sales employees. If you happen to’re utilizing social media as a service desk channel, then ensuring your social media administration instruments are monitoring buyer interactions is one other nice knowledge supply.

These are all examples of very primary capabilities that any helpdesk software program providing ought to present, and many of the helpdesk software program examined met these necessities. So hold these primary necessities in thoughts as you learn the opinions. HappyFox, Vivantio Professional, and Zoho Desk had been the three helpdesk software program choices that received our Editors’ Alternative award. HappyFox would fulfill the customer support wants of SMBs whereas Vivantio Professional and Zoho Desk are extra suited to massive companies with their concentrate on ITIL and asset administration.

  • HappyFox Overview


    $19.00 MSRP

    Backside Line: A mix of intuitive automation and self-service instruments, each key elements of an environment friendly helpdesk, make HappyFox one among your greatest choices for monitoring and managing helpdesk tickets.

     Learn Full Overview

  • Vivantio Pro

    Vivantio Professional Overview


    $60.00 MSRP

    Backside Line: A mature and feature-rich helpdesk answer, Vivantio Professional has all of the options it must turn into our Editors’ Alternative. It is solely downside is an absence of readability into its pricing.

     Learn Full Overview

  • Agiloft Service Desk

    Agiloft Service Desk Overview


    $95.00 MSRP

    Backside Line: Agiloft Service Desk is a extremely succesful device that requires an excellent bit of labor to get correctly configured, but it surely presents so much in return for enterprises searching for each an exterior and inte…

     Learn Full Overview

  • Zoho Desk

    Zoho Desk Overview


    $25.00 MSRP

    Backside Line: Zoho Desk is a versatile helpdesk system that integrates effectively with different Zoho choices. It gives primary options for small to midsize companies (SMBs) in addition to a full function set for la…

     Learn Full Overview

  • ServiceDesk Plus (SDP) 9.1

    ServiceDesk Plus (SDP) 9.1 Overview


    $395.00 MSRP

    Backside Line: Combining service desk performance with asset administration, ServiceDeskPlus 9.1 presents a really mature function set that is aimed primarily at massive organizations wanting on-premises assist desk …

     Learn Full Overview

  • Zendesk Support

    Zendesk Help Overview


    $5.00 MSRP

    Backside Line: A reliable ticket administration app, Zendesk deserves its recognition. Simply be careful for worth and be sure you’re getting the options you want.

     Learn Full Overview

  • Cayzu

    Cayzu Overview


    $12.00 MSRP

    Backside Line: Cayzu brings best-in-class helpdesk instruments for buyer self-service, however lags behind our Editors’ Alternative in automation and reporting.

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  • Freshdesk

    Freshdesk Overview


    $19.00 MSRP

    Backside Line: Freshdesk is simple to make use of and presents a whole lot of energy for an excellent worth. The person interface (UI) is clear, and the gamification options make it an excellent motivational device. Whereas it sidesteps the …

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  • Jira Service Desk

    Jira Service Desk Overview


    $10.00 MSRP

    Backside Line: Jira Service Desk is a solidly featured assist desk at a good worth, however lags the competitors missing each data base and social media capabilities.

     Learn Full Overview

  • Freshservice

    Freshservice Overview


    $29.00 MSRP

    Backside Line: Freshservice is nice for managed companies situations or inner work. The change administration and asset administration capabilities work effectively, though it might work superb in service supplier scen…

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  • Kayako

    Kayako Overview


    $20.00 MSRP

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

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  • Revelation

    Revelation Overview


    $44.95 MSRP

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

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  • Desk.com

    Desk.com Overview


    $30.00 MSRP

    Backside Line: Desk.com is effectively 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 but it surely would not got down to both.

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  • Mojo Helpdesk

    Mojo Helpdesk Overview


    $1.00 MSRP

    Backside Line: Mojo Helpdesk presents 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 Overview


    $zero.00 MSRP

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

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  • TeamSupport

    TeamSupport Overview


    $35.00 MSRP

    Backside Line: TeamSupport is a good helpdesk utility however with a dated and generally convoluted person interface. It is a good choice for SMB operations, however be certain that its explicit options are actually…

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  • Teamwork Desk

    Teamwork Desk Overview


    $zero.05 MSRP

    Backside Line: Teamwork Desk is a clear and snappy product that exhibits nice potential. Nevertheless, 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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