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Managing customer inquiries and support requests can be a daunting task for any business. That’s where help desk ticketing software comes in. With so many options available, it can be challenging to choose the right help desk platform for your business needs. In this article, we’ll review the best help desk ticketing software available in 2021, providing you with all the information you need to make an informed decision.
Why Do You Need Help Desk Ticketing Software?
As your business grows, so will the number of customer inquiries and support requests. Managing these requests manually can quickly become overwhelming, leading to mishandling, lost requests, and decreased customer satisfaction. The right help desk ticketing software can streamline your customer support process, ensuring that all inquiries are handled in a timely, organized, and efficient manner.
Benefits of Help Desk Ticketing Software
Benefit |
Description |
|---|---|
Centralized Support Platform |
Consolidates all customer inquiries into a single platform for easy management and tracking. |
Automated Processes |
Automates processes such as ticket routing, prioritization, and escalation, improving efficiency and response times. |
Improved Customer Satisfaction |
Provides customers with a seamless support experience and quick issue resolution, improving satisfaction and loyalty. |
Better Team Collaboration |
Helps teams work together more efficiently by providing a platform for collaboration and sharing of knowledge. |
Advanced Reporting and Analytics |
Allows you to track metrics such as response times, ticket volume, and customer satisfaction, providing insights for improvement. |
The Best Help Desk Ticketing Software of 2021
After conducting extensive research, we’ve identified the following as the top 5 help desk ticketing software of 2021:
1. Zendesk
Zendesk is a cloud-based help desk software that caters to businesses of all sizes. It offers an intuitive interface, automation features, and easy customization options. Zendesk’s ticketing system enables multi-channel communication, including social media, email, and phone support.
Key Features:
- Multi-channel support
- Intuitive interface
- Automated workflows and triggers
- Customizable dashboards and reporting
- Integration with popular third-party apps
2. Freshdesk
Freshdesk is a cloud-based help desk software that offers a range of features to manage customer support operations. Its intuitive interface enables easy customization, and its automation features enable businesses to streamline their support processes quickly. Freshdesk offers multi-channel support, including email, phone, social media, and live chat.
Key Features:
- Multi-channel support
- Intuitive interface
- Automated workflows and triggers
- Integrated knowledge base and community forums
- Analytics and reporting features
3. HubSpot Service Hub
HubSpot Service Hub is an all-in-one customer service software that offers a range of features to help businesses build and maintain relationships with their customers. From ticket tracking to sophisticated automation, HubSpot Service Hub provides tools to help businesses improve their support operations.
Key Features:
- Unified mailbox with multi-channel support
- Automated workflows and triggers
- Integrated knowledge base
- AI-powered chatbots and live chat
- Advanced analytics and reporting capabilities
4. Zoho Desk
Zoho Desk is a cloud-based help desk software designed for businesses of all sizes. Its intuitive interface and customizable workflows enable businesses to streamline their support operations quickly. Zoho Desk offers multi-channel support, including email, phone, social media, and live chat.
Key Features:
- Multi-channel support
- Customizable workflows and automations
- Integrated knowledge base and community forums
- Robust analytics and reporting features
- Integration with popular third-party apps
5. Jira Service Management
Jira Service Management is a cloud-based help desk software designed for IT and service management teams. It offers features such as automation, SLA management, and self-service portals, enabling teams to manage customer support requests more efficiently. Jira Service Management offers multi-channel support, including email and web portals.
Key Features:
- ITIL-certified service desk capabilities
- Self-service portals
- Automated workflows and SLA management
- Customizable dashboards and reporting
- Integration with popular third-party apps
FAQs
1. What is help desk ticketing software?
Help desk ticketing software is a platform used by businesses to manage customer inquiries and support requests. It provides businesses with a centralized platform to consolidate all customer inquiries, automate processes such as ticket routing, prioritization, and escalation, and improve the efficiency and response times of the support team.
2. What are the benefits of using help desk ticketing software?
The benefits of using help desk ticketing software include centralized support platform, automated processes, improved customer satisfaction, better team collaboration, and advanced reporting and analytics.
3. What features should I look for in help desk ticketing software?
The features to look for in help desk ticketing software include multi-channel support, automated workflows and triggers, customizable dashboards and reporting, integration with popular third-party apps, and advanced analytics and reporting capabilities.
4. What is the best help desk ticketing software?
The best help desk ticketing software depends on the specific needs of your business. Some of the top options available in 2021 include Zendesk, Freshdesk, HubSpot Service Hub, Zoho Desk, and Jira Service Management.
5. How much does help desk ticketing software cost?
The cost of help desk ticketing software varies depending on the specific software and plan selected. Many help desk ticketing software providers offer both free and paid plans, with costs typically ranging from $0 to $100+ per user per month.
6. Can I integrate help desk ticketing software with other business software?
Yes, most help desk ticketing software providers offer integration capabilities with popular third-party apps, such as CRM software and marketing automation platforms. This integration can help improve efficiency and streamline workflows.
7. How difficult is it to set up help desk ticketing software?
The difficulty of setting up help desk ticketing software depends on the specific software and plan selected. Most help desk ticketing software providers offer an intuitive interface and easy customization options, making it easy to set up and get started quickly.
Conclusion
Choosing the right help desk ticketing software can be challenging, but it’s essential for managing customer inquiries and support requests efficiently. By considering your business needs and the features offered by various help desk platforms, you can find the best solution for your business. Don’t hesitate to try out the top options on this list to see which one works best for your organization!
If you need any help or have any questions, feel free to reach out to us. We’re always happy to help!
Closing Disclaimer
This article has been written for information purposes only. The information contained within this article does not constitute legal, financial, or professional advice. You should always seek professional advice before making any decisions that could affect your business.
