The Best Service Desk Software in 2021: Boost Your Team’s Productivity Today

Introduction

Welcome to our comprehensive guide on the best service desk software available in today’s market. In this article, we’ll discuss the benefits of using service desk software, how it works, and why it’s a critical tool to help increase your team’s productivity.

If you’re unfamiliar with service desk software, it’s a program that enables you to streamline your company’s IT support operations. With this software, you can manage customer inquiries, incident reports, and service requests through a ticketing system that ensures everyone on your team stays on the same page.

Without further ado, let’s dive into the world of service desk software and find out which ones are the best for your business.

What is Service Desk Software?

First, let’s define what service desk software is more explicitly. Service desk software is an IT management solution that assists companies in managing and resolving customer support requests. It’s a ticketing system that provides a centralized platform for your team to handle support issues generated by customers or employees.

The software is typically designed to automate the tracking and resolution of issues, providing real-time visibility into support operations. It also enables IT managers to track employee performance, measure customer satisfaction, and identify areas for improvement.

The primary goal of service desk software is to improve service delivery, minimize downtime, and ensure customer satisfaction.

How Does Service Desk Software Work?

Service desk software typically works by creating a ticketing system for support issues. When a customer or employee submits a support request, the software creates a ticket that tracks the issue from start to finish.

Each ticket contains critical information such as the caller’s name, the issue’s severity, and any other relevant details. The system then assigns the ticket to a technician or support agent who is responsible for resolving the issue.

The software tracks the ticket’s progress, including the time it takes to complete the issue and any other actions taken. Once the ticket is resolved, it’s closed, and the customer or employee receives a status update.

Best Service Desk Software

When it comes to choosing the best service desk software for your company, several factors come into play. What features do you need? What’s your budget? What level of support do you require?

To help you make an informed decision, we’ve compiled a list of the best service desk software available in 2021, based on our research and customer reviews.

Zendesk

Zendesk is an excellent choice for companies looking for a cloud-based service desk solution. It’s easy to use and offers excellent customer support. The software comes equipped with multi-channel support, automation tools, analytics dashboard, and customer satisfaction surveys.

One of the most significant benefits of Zendesk is its scalability. It can accommodate the needs of small businesses to large enterprises with ease. Zendesk’s pricing system is also reasonable, with plans starting at just $5 per month.

Freshdesk

Freshdesk is another cloud-based service desk software known for its automation tools and customizable workflows. The software also includes a knowledge base, SLA management, and escalation and notification rules.

Freshdesk’s reporting and analytics tools are also top-notch, providing real-time insights into support operations. The software is available in several pricing tiers, starting at $19 per month.

ServiceNow

ServiceNow is an IT service management solution that provides a comprehensive suite of tools for incident management, problem management, change management, and asset management.

ServiceNow is ideal for larger enterprises that require a robust set of tools to manage complex IT environments, but it comes at a cost. ServiceNow’s pricing varies depending on the size of your organization, so you’ll need to contact them for a quote.

Jira Service Desk

Jira Service Desk is part of the Atlassian suite of tools and is known for its agile project management capabilities. It’s a great choice for companies that want to integrate their service desk operations with their project management workflows.

Jira Service Desk is highly customizable, including workflows and automation tools. The software’s reporting and analytics tools are also top-notch, offering real-time insights into support operations. The software is available in several pricing tiers, starting at $20 per month.

Spiceworks Help Desk

Spiceworks Help Desk is a free option that provides automated ticketing, network monitoring, inventory management, and reporting and analytics.

The software is perfect for smaller businesses that need basic support ticketing features without breaking the bank. Spiceworks Help Desk also has an active user community that provides support, making it a unique option among service desk software.

TeamSupport

TeamSupport is a cloud-based service desk software that provides users with collaboration tools, robust reporting and analytics, customer self-service portal, and ticket automation.

The software is easy to use and offers excellent customer support. TeamSupport’s pricing system is also reasonable, with plans starting at $50 per month.

FAQs

What is the difference between help desk software and service desk software?

Help desk software is designed to support customers and employees with IT-related issues such as resetting a password or troubleshooting a software issue. Service desk software, on the other hand, is much broader in scope and primarily used to manage IT service delivery processes, including incident management and problem resolution.

What kind of support channels does service desk software support?

Service desk software typically supports multiple communication channels such as email, phone, chat, and social media. The software also allows for self-service options such as knowledge bases and online forums.

What is an SLA, and why is it essential?

An SLA or service-level agreement is a contract between the service provider and the customer that outlines the expectations for service quality and performance. The SLA ensures that the service provider meets the agreed-upon service levels and addresses any issues that arise promptly.

What is automation in service desk software?

Automation in service desk software refers to the ability to automate repetitive tasks such as ticket routing, escalation, and notifications. Automation helps improve efficiency and ensure that support requests are processed quickly and consistently.

What is the difference between incident management and problem management?

Incident management is the process of restoring normal operations as quickly as possible after an issue has occurred. Problem management, on the other hand, is focused on identifying the root cause of an issue and taking actions to prevent it from happening again.

What security features should I look for in service desk software?

You should look for service desk software that provides end-to-end encryption, multi-factor authentication, and audit logs. The software should also comply with industry standards such as SOC 2, HIPAA, and ISO 27001.

What integrations are available with service desk software?

Service desk software should have integrations with other tools within your organization such as CRM, project management, and accounting software. It should also have integrations with popular third-party applications such as Google Suite, Slack, and Trello.

What level of customization is available with service desk software?

Service desk software should be customizable to fit your organization’s unique needs. Look for software that provides customizable workflows, form fields, and notification settings. The software should also allow you to create custom reports and dashboards.

What level of technical expertise is required to use service desk software?

Service desk software should be easy to use regardless of your technical expertise. Look for software that provides an intuitive interface, self-service options such as FAQs, and excellent customer support.

What is the cost of service desk software?

The cost of service desk software varies depending on the features included, the number of users, and the level of support required. Pricing can range from free to thousands of dollars per month, depending on your organization’s needs.

What is a knowledge base, and why is it essential?

A knowledge base is a central repository of information that provides users with self-service options for common issues. A knowledge base can reduce the number of support tickets by allowing users to find answers to their questions independently.

What is ticket automation in service desk software?

Ticket automation in service desk software refers to the ability to automate repetitive tasks such as ticket routing, escalation, and notifications. Automation helps improve efficiency and ensure that support requests are processed quickly and consistently.

What is a customer satisfaction survey, and why is it essential?

A customer satisfaction survey is a tool for measuring customer satisfaction with the support they received. The survey typically asks the customer to rate their experience on a scale from 1 to 10 and asks for feedback on how the service could be improved. Measuring customer satisfaction is critical to identifying areas for improvement in the support process.

Conclusion

Choosing the right service desk software is essential to ensuring your team’s productivity and providing excellent customer support. The six software options we’ve presented are excellent choices, but there are plenty of other options available depending on your organization’s unique needs.

We hope this guide has provided you with the information you need to make an informed decision. Remember to consider factors such as price, features, and level of support before making your final decision.

If you have any questions or comments, feel free to leave them below. We’d love to hear from you.

Take Action Today

Investing in service desk software can help transform your organization’s support operations and improve productivity. Don’t wait any longer – take action today and give your team the tools they need to succeed.

Closing/Disclaimer

Disclaimer: The information provided in this article is for informational purposes only. The author does not endorse any of the software products mentioned in this article, nor has the author received any compensation for writing this article.

The author is not liable for any losses or damages that may arise from the use of any of the service desk software products mentioned in this article. Always do your research and choose the software that meets your organization’s unique needs.