Customer support is not an easy job.

And as your business grows, managing both internal and external queries becomes tougher.

Using a help desk software solution is a great way to streamline support and enhance agent productivity by removing time-consuming and manual processes.

By bringing all your customer support interactions to one place, help desk software enables quick resolution and ultimately helps enhance customer experience.

(Stats Resource)

Discover A-Z aspects of help desk, and which is the best help desk software solution, in this guide.

Here’s an outline of all the topics this guide covers. If you are on the brink of making the final decision, you can jump right on to the comparison sections.

And if you are still unsure how a help desk can help your business, begin with the topic below!

• What is help desk software solution & how it works

• Benefits of help desk software solution

• 7 signs you need a help desk software solution

• Top 14 best help desk software in 2022

• Round 1: Comparison based on features

• Additional point: What features to look for when buying a help desk software solution

• Round 2: Comparison based on pricing

• Round 3: Comparison based on business size or industry

What is help desk software solution & how it works

Help desk software can for sure be called a versatile genius. That’s because it does so many things!

It collects, tracks, and manages all customer support interactions from all your support channels – from a single unified interface.

Help desk management software has the potential to make your customer support effective and efficient.

Let’s find out how help desk ticketing systems work and how it contributes to customer support.

You can view, filter/group, and solve customer support issues in very less time. Additionally, you can view customer queries from all channels in a single place.

Automation features work wonders for your company. Imagine how much time you could save if you automatically assigned tickets to a specific support agent based on various parameters. Not only does it save time but also a lot of effort and manual work.

Emails and notifications help you send quick responses to your customers. This could be a ticket acknowledgment message or just general status updates regarding their complaints.

Canned responses within the help desk software reduce your team’s effort as agents won’t have to type the same message over and over again. Help desk software allows you to type a response and save it for later use. It could be used by individual agents and by the entire team as well.

Appropriate internal documentation helps boost productivity for your support teams. An online help desk ticketing system can help you have an internal knowledge base to share insights and product updates.

Help desk lets you request help on an issue right from the ticket interface. This is necessary when it comes to cross-team collaboration. By keeping agents informed, you can keep them on the same page with no extra effort so they can just focus on supporting customers.

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Benefits of help desk software solution

Whether it is your customer or your support agents, no one likes delay in processes. Having an online helpdesk tool system leaves a positive impact on multiple facets. Let us look at these facets in detail:

A. Improve customer satisfaction by delivering quick support

Customers want their queries resolved quickly and with minimal effort and communication. Help desk ticketing system helps you achieve exactly this.

A help desk system helps you keep the customers involved throughout the resolution process. You can send them timely updates about their complaint status.

It also makes it easier for customers to reach out through the medium of their preference.

All these things contribute to building the brand identity and improve your customer satisfaction rates. And, we all know that a satisfied customer is a customer retained for life!

B. Enhance agent productivity with automation

Around 86% of service teams say having an online helpdesk tool improves their productivity levels.

The most significant benefit of having a help desk ticketing system is that it helps your support agents and eases their tasks.

The automation features help the agents do more complex yet fulfilling work. By leveraging the knowledge base articles, companies can reduce the number of compliant queries. This means that your agents can focus on solving major issues rather than repetitive ones.

A unified interface enables support executives to get a 360-degree view of the customer. This helps them deliver a personalized support experience. Thus, enabling them to serve better.

Create a more streamlined process of customer support

Another benefit of having a help desk system is that it streamlines your entire support segment. The support agents can meet the SLAs and prioritize certain actions or tickets whenever required.

The analytics feature of a help desk software solution empowers supervisors with intuitive graphs and data points to effectively monitor their support center’s functioning.

The supervisor can have a bird’s eye view of the support operations and, based on the large-scale data, can make informed, well-calculated decisions.

Related read: How to optimize your ticketing system workflow

Contribute towards business scalability

Last but not the least, a good help desk ticketing system also leads to workforce optimization. It improves the overall scalability of your support operations.

The more aligned your processes, the fewer agents you need. Smart ticketing software makes it easier to create, sort, and assign tickets based on agent experiences. This contributes to business growth and improves customer support functions.

Every business needs modern help desk management software that is intuitive, enhanced with automation, and must properly integrate with other business apps.

7 signs you need a help desk software solution

1. There’s absolute chaos in your support operations

As a business owner or support representative, you deal with lots of data on a daily basis. It can be both customer data or information regarding internal operations – reports, status, and such. More data also means tons of spreadsheets and paperwork. In such a scenario, it can be difficult to keep tabs on everything that’s happening. Having a help desk will help streamline all your data and enable you to get more insights.

2. Your agents struggle with collaboration & transparent communication

If lack of visibility, clarity, and collaboration is something that your agents struggle with on a daily basis, then a help desk software can chuck that chaos. Using a shared inbox, all the team members can stay on top of all activities, and have an easy internal collaboration.

3. Your support lacks self-service functionality

Do you know 67% of customers prefer serving themselves over speaking to a customer service representative? For providing prompt support and increased customer satisfaction, it is crucial that you include self-service like knowledge base articles in your support operations. A help desk software can help you empower your customers with knowledge base, web-based FAQs, and such.

4. Making sense of data seems to be tricky

As a supervisor, you usually are not able to generate sophisticated, data-driven analytics. A data-driven help desk ticketing system can let you know how employees perform and how their work is impacting customers.

5. You manually handle all processes

You have no automation system in place—leverage ticket automation to work more efficiently. A suitable help desk ticketing system will use ticket automation to route tickets to the right agents immediately.

6. Agents handle multiple tools simultaneously

Your existing help desk ticketing system does not integrate well with other software. Your team may be efficient, but if your agents have to jump from one tool to another to manage the queries, it can hinder your overall efficiency. Hence you need a centralized system for all your tools.

7. SLA violation

You are constantly violating your SLAs. SLA breaches cost your businesses a fortune and sometimes lead to miserable customers. Help desk ticketing systems alert you when a customer is due a response based on the terms of their SLAs.

Were you able to check at least 5 out of the above 7 boxes?

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Top 14 best help desk software in 2022

Choosing the best help desk for your business is a huge decision. It creates a long term impact on your business growth and customer satisfaction rate.

It requires you to do in-depth research, go through the website of each company, and then make the right choice.

To help you in your quest to find the best help desk software, we have created a list of 12 tools that are currently popular in the market.

The lineup of best help desk software includes: