Top 5 Best Help Desk Ticketing Software for Customer Support

Ever asked your support operators, how are they managing a vast set of emails through different email addresses? Well, this is one concern ...

Ever asked your support operators, how are they managing a vast set of emails through different email addresses? Well, this is one concern that makes most of us question the capability of email support.

Well, as an owner or a support team admin, there are times when even you find emails to be an unreliable support channel for the business.

That’s probably because there are chances of:

● Clogged up email addresses with support or feature requests
● Or missing a support opportunity unintentionally by skipping customer emails

Don’t worry, as there are others like you who end up making the most out of other support channels like live chat or knowledge base only in the hope of providing instant support.

But, there are myriads of help desk ticketing software solutions that help you manage your emails better. All you need is a list of the best help desk ticketing software that matches your support requirements.

Well, without further adieu, let’s dig into the list of the top five help desk ticketing software solutions that you can consider choosing for your business.

Top Five Cloud-based Help Desk Ticketing Software Solutions

In this section, we are to compare help desk software solutions and see how they can help you streamline the support process for your customers by taking a look at some of their features.

So let’s dive in!

#1: ProProfs Help Desk 

ProProfs Help Desk makes for one of the best help desk ticketing systems in the market currently. As one of the best helpdesk for customer support, the tool allows you to collaborate across all teams actively and make sure that the best possible solution is offered to the customer. Other than this, ProProfs Help Desk supports the use of various other features that we’ll see below.

Key Features of ProProfs Help Desk Software

● Child Ticket: To help your support agents offer in-depth solutions to technical queries, make use of child tickets. This feature helps you create tickets for internal teams on parent tickets. So, this way, admins can track how far the team has worked towards providing a solution to the customer easily. What’s more, the customer service help desk software also generates separate reports for child tickets that allow you to see which team delayed the response on the support ticket.

● Multiple Shared Inbox: Bring together all your customer-facing emails to one platform and divide them as per the different teams you have in place with this shared inbox feature. In short, all your incoming questions on different email ids will be converted into tickets.

● Knowledge Base Integration: In terms of integration, you get the option to amalgamate this help desk ticketing software with a knowledge base too. This enables you to offer instant support to customers and reduce response time.

● Help Desk Automation: Automate your support process and make sure that all customer troubles are taken care of with ProProfs Help Desk. You can enable features like auto-response that will automatically be sent to the customer once their ticket is generated within the system. Other than that, use canned responses while answering your support tickets to provide accurate answers and reduce response time.

#2: Freshdesk

Freshdesk is a cloud-based help desk and customer support software. This help desk software provides a platform with a comprehensive set of tools and features to help businesses support and resolve all the needs and queries of their customers. This software also increases customer engagement and agents’ productivity through automation and game mechanics.

Key Features of Freshdesk Software

● Ticket Management: It empowers the agents with various tools and information which enables them to send formatted replies, views easily and manages tickets, gets important status, contextual info, private notes, etc.

● Multi-Channel Support: It provides multi-channel support enabling agents to manage all emails in one place, can support multi-products and provide multilingual support for making access easy for customers.

● Automation: Freshdesk increases customers’ productivity using powerful automation. For excitement, gamification is also added to increase the enthusiasm and competition among agents to make them more productive while helping customers.

#3: Zoho Desk

Zoho Desk is one of the best web-based help desk software that makes the management of customer support activities easier and efficient. This help desk software enables assigning track and setting up alerts on help desk tickets easily. Zoho Desk also allows customization as per the business requirements to provide maximum satisfaction to your customer support experience.

Key Features of Zoho Desk Software

● Ticket Prioritization: It gives complete control over customer tickets received by the support team via phone, mail, or web and enables prioritizing an incoming ticket and closing those tickets in a preferred manner.

● Knowledge Base Integration: It creates a knowledge base of customer support articles that can result in improving the resolution time and customer service.

● Service Level Agreement: It eases the management of contracts and service level agreements by estimating an appropriate resolution time based on the business hours and automatically escalating the tickets in case they are missed. Plus, sending out a notification whenever the service agreement is about to expire.

#4: Zendesk

Zendesk is a collection of support apps that helps transform customer service into agents for customer retention and lead source. It consists of one of the most flexible plan structures, making it ideal for any business. Also, it includes support, chat, call center solutions, and knowledge-based modules that can be individually upgraded. With this setup, a startup or small business can easily implement an industry-class help desk. Plus, it helps you to upgrade more advanced tools as the business requirements get complex.

Key Features of Zendesk Software

● Ticket Automation: With an automated ticket management feature, you get the opportunity to customize the support process as per the requirements of your customers effectively.

● Multiple Platform Support: Enable your agents to offer anytime, anywhere resolution to support tickets with email, web, and phone (Android and iOS) support.

● Insightful Reports: Track your support team’s performance and spot-on areas for improvement with rich reporting and comprehensive analytics.

#5: Kayako

Kayako is a cloud-based customer support platform that has integrated several support channels like email and live chat that help users manage multi-channel customer support and help with assisting internal and customer communication. This cloud-based software allows users to track conversations across support channels and helps center tickets. The ticket management system can organize and prioritize tickets on the basis of their current status. Service managers and agents can create shortcuts for tasks that are done repeatedly. Plus, it can set up automatic notifications for specific situations.

Key Features of Kayako Software

● Kayako allows the users to visualize the customers’ journey and unify all the customer interactions done at different places in one place.

● The knowledge base customer support center lets the client navigate content, submit their own support tickets, and log in to view the current issue and conversations surrounding it.

● Kayako’s live chat tool comes equipped with real-time visitor monitoring and engagement featuring a live chat desktop app that is built for tech support operators who manage multiple chats and incoming call times.

Final Thoughts

No doubt, ticketing systems are among the most important pieces of software used by the top service providers. These systems allow the teams to capture, manage, and track the status of the customer’s issues which helps the agents to efficiently resolve them. Choosing the right software is the decision that the companies should take with proper analysis and consideration.