InícioHelp Desk Ticketing SystemThe 10 Best Help Desk Ticketing Systems for 2022

The 10 Best Help Desk Ticketing Systems for 2022

It can be difficult to select a help desk ticketing system. It’s easy to become sidetracked and overwhelmed with so many options and features to consider.

A methodical approach to selecting the best system keeps everyone on track and, eventually, benefits from the tools they require to do their jobs.

Below, we’ll walk you through the best questions to ask and outline some additional tips to help you choose the best support ticket system for your company.

What is a help desk ticketing system?

A help desk ticketing system is software that tracks customer issues so that your support team can resolve them as soon as possible.

It provides a team with the tools they need to do their job well on a daily basis, from answering tickets to collaborating with other team members.

Ideally, your help desk should serve as the command center for your support team. It provides your team with the tools they need to do their jobs well, from answering tickets to collaborating with other team members, so you only have happy customers.

The benefits of investing in a help desk

A help desk ticketing system can assist you in converting potential problems or complaints into positive customer experiences.

If your team members have the necessary training and support to provide empathetic, effective, and efficient customer service, they can use a help desk to transform retention rates and collectively take ownership of a specific aspect of the revenue stream.

A small team can still provide excellent support in the absence of a help desk, but it is difficult to go above and beyond for customers at scale, and it is even more difficult to measure the success of the team’s efforts.

A help desk is more than just a tool for support professionals; it’s also a way for managers and business leaders to evaluate and improve the customer experience.

Consider the types of information that support professionals are exposed to on a daily basis. A help desk can not only centralize critical metrics about individual and team performance, but it is also a treasure trove of data that can empower every aspect of a business, from product to sales.

Consider making a change to one of your most popular products. If your help desk receives a flood of negative customer feedback, that’s business intelligence that would be difficult to analyze and present in an understandable format otherwise.

In this scenario, support leaders can share clear, up-to-date data that leaders can use to realign or strengthen their future decisions.

In other words, a help desk serves as a catalyst for cross-departmental collaboration and ensures a company’s alignment with its customers’ needs.

Signs you’re ready to invest in a help desk ticketing system

If your support team’s day-to-day efforts aren’t translating into a positive customer and employee experience, it’s time to consider moving to a help desk.

Everyone in this industry works extremely hard. However, when there is a genuine gap between a company’s aspirations and the ability of a support team to serve people well, it can lead to high employee turnover and low customer satisfaction.

Most small support teams begin with a simple, low-cost solution, such as an email distribution list. It appears to work well until your company begins to grow.

It only takes one help request to fall through the cracks for you to lose the trust of a valuable customer.

This is where a help desk can help. If you can provide your team with a support stack that provides them with transparency, insights, accountability, and the space to collaborate, they will have a better chance of improving people’s lives.

Here are some signs that your team is ready to try something new:

  • Support tickets continue to fall through the cracks.
  • Members of the team send duplicate responses to the same ticket.
  • You have no idea who has been working on a difficult support issue.
  • You don’t have any support-driven data on how satisfied your customers are.
  • Morale is low, and your best support personnel are dissatisfied with the current system.
  • Team feedback is entirely subjective and unrelated to metrics.
  • It is impossible to collaborate in real time with ticket transparency.
  • Your boss expects you to improve or maintain the customer experience.

The selection process should not simply be an audit of the technology your support team is currently using and what they require in the future.

It should include a more comprehensive assessment of what is and isn’t working with the overall support strategy.

Great tools are only useful if they are used in conjunction with a customer-first mindset that values the work of support teams.

The 10 Best Help Desk Ticketing Systems for 2022
The 10 Best Help Desk Ticketing Systems for 2022

Help desk solution is a real-time customer interactions

A help desk solution can help you stay on top of any real-time customer interactions, but it isn’t enough unless you have a solid customer service playbook and an empathetic approach to go with it.

Use this process to include your team members and learn about their work experiences.

They understand what makes customers happy and how to provide a memorable customer experience better than anyone else.

In order to choose a system and build processes that transform those tangible pain points into solutions for your end users, ask these support professionals to be as specific as possible about what isn’t working.

What’s the best part? A good help desk will provide you with the data you need to track these quantifiable improvements and pivot and realign as you go.

The 10 best help desk ticketing systems

If you’ve decided it’s time for your team to invest in a help desk, here are the 11 best help desk ticketing systems to consider.

1. Help Scout

Help Scout is the best customer support tool, an efficient Help Desk Solution for your business.

Help Scout has it all, from shared inboxes and customer management tools to workflows, reporting, and live chat.

Furthermore, it is incredibly simple to sign up and immediately begin providing customer support, so teams of all sizes can benefit.

Features:

  • Use the shared inbox to collaborate with your team members and keep everyone informed about important conversations and customer issues.
  • Manage customer conversations in a single inbox, whether they contact you via email or live chat in real time.
  • Set up workflows and automated responses to reduce response times and help customers more quickly.
  • Create a knowledge base with quick how-tos and tutorials that show customers how to use your product.
  • To keep track of the performance of the support team, use reporting and analytics.
  • Pricing begins at $20 per user per month.

2. ProProfs

ProProfs offers a variety of software, including an IT help desk tool that allows teams to easily submit issues and requests to the IT department and track when they have been resolved.

This is an excellent choice for tech companies with hands-on IT departments.
Features:

  • To evenly distribute support tickets to agents, use round-robin ticket assignment.
  • Create pre-written responses for quicker response times.
  • In your help desk reports, look for key customer support metrics.
  • Pricing begins at $10 per user per month.

3. Zoho Desk

Zoho Desk is a business tool in the Zoho suite (think Zoho CRM, Books, etc.). It is ticket management software that enables your customer service team to communicate with customers via multiple channels.

  • Receive and respond to messages from multiple channels in a single inbox.
  • Connect to a plethora of integrations with tools your company already uses to provide a unified customer experience.
  • Make a self-service portal with tutorials and FAQs that users can search on their own.
  • Pricing: Up to three agents are free.

4. Zendesk

Zendesk enables customer service teams to manage conversations across multiple platforms.

Support agents can tag issues, select the channel through which they respond, set priorities, track interactions, and more.

Features:

  • Use cross-channel communication to reach your customers wherever they are, whether it’s via email, Facebook, Twitter, live chat, or other means.
  • Until an agent is available, use AI-powered chatbots to help personalize auto-responders.
  • Set up a help center or knowledge base for customers who prefer to do things themselves.
  • Pricing begins at $19 per agent per month.

5. HubSpot Service Hub

HubSpot is yet another tool that provides a plethora of options for sales, marketing, and customer service teams.

Companies can pick and choose which tools they require, making HubSpot a great all-in-one tool for all departments.

Features:

  • Create personalized help videos for your customers using the video messaging feature.
  • Connect email inboxes, live chat, Facebook Messenger, and other communication channels into a single shared inbox for seamless communication.
  • Create and distribute customer satisfaction surveys to evaluate the performance of your support team.
  • Ticketing management, knowledge base setup, live chat, and automation are all popular help desk features.
  • There is a free plan available.
The 10 Best Help Desk Ticketing Systems for 2022
The 10 Best Help Desk Ticketing Systems for 2022

6. Freshdesk

Freshdesk is help desk software that enables teams to truly unleash the power of AI to automate and streamline customer support.

Its AI (named “Freddy”) can help your team by recommending related knowledge base articles to agents and closing completed tickets.

Features:

  • Allow agents to collaborate on a service request by using collaborative ticketing.
  • Using their AI feature, assign tickets to the best agent for the job.
  • Create dashboards that highlight team performance metrics and analytics.
  • There is a free plan available.

7. Front

Front is an online hub that combines customer service and communication. This app is an excellent tool for improving team collaboration on customer issues.

For example, even if one agent has begun working on a ticket, other agents can still see its progress and step in to assist if they are able.

Features:

  • Send email drafts to teammates for feedback before sending to customers — ideal for training.
  • Use workflows to help your team respond to customer messages more quickly.
  • Examine analytics that provide more information about the number of requests your team receives, your overall customer experience, and other topics.
  • Prioritize VIPs so that top customers are escalated as soon as possible.
  • Pricing begins at $19 per user per month.

8. Jira Service Desk

Jira is an Atlassian tool that provides everything an IT or development team needs: asset management, change management, incident management, project management, and more. Jira Service Management is the tool’s feature that focuses on request management.

Features:

  • Using the Jira API, you can create custom add-ons.
  • To get the most out of your tool, you can access a library of different automation rules.
  • Connect your project management tool to your IT team’s software to reduce the learning curve.
  • Pricing: Up to three agents are free.

See More: Your complete guide to the best ticketing system

9. Freshservice

Freshservice is owned by the same company as Freshdesk, but this tool is geared toward IT support rather than customer service.

This tool includes an IT service desk, IT project management, and even IT asset management services.

Features:

  • Using service level agreements, you can create policies based on business hours, ticket categorization, and other factors (SLAs).
  • Send ticket assignments directly to your project management dashboard.
  • Use reporting tools to assess the overall performance of your help desk.
  • Pricing begins at $19 per agent per month.

10. Vision Helpdesk

Vision Helpdesk provides a variety of customer service products that are ideal for customer service and IT teams.

This tool is ideal for teams that need an emphasis on security for their customer data, from its satellite help desk to its ITIL/ITSM (IT infrastructure library and IT service management) compliant desk.

Features:

  • Use the mobile app to communicate with customers on the go.
  • Use live chat software for both sales and customer service teams.
  • Manage customer interactions via live chat, social media, email, phone, and other channels.
  • Pricing begins at $12 per agent per month.
Deborah Navarro
Deborah Navarro
Sou jornalista e produtora de conteúdos para portais online, sempre criando conteúdos que sejam de interesse geral.
ARTIGOS RELACIONADOS

Últimas Atualizações