With the rise of cloud-based software as a service solution (SaaS), there are now plenty of options to choose from. In this article, we’ll cover four of the best SaaS help desk software and ticketing systems available today and explain how they can make your life easier.
From automation and customization to scalability and cost savings, these solutions have it all. Let’s take a look at each one in detail.
What is Help Desk Software?
Help desk software is a digital tool that provides customer support and troubleshooting services. It helps your team manage and automate customer service tasks, so you can provide more efficient service and improved customer experiences. With help desk software, you can keep track of customer inquiries, assign tickets to the right person or team, and manage customer interactions with ease.
This incredible software allows your team to quickly respond to customer inquiries without making them wait, keep track of ticket statuses, resolve issues faster and boost overall customer satisfaction. It also makes it easier to manage and monitor customer service performance, so you can make sure your customers are being taken care well in a timely manner. With a help desk, you can ensure your customers always have the help they need.
What are the benefits of helpdesk software?
Help desk software provides a more managed workflow for your organizations, making your life easier and more productive. Let’s see some of the major benefits it has stored in for you.
Tickets assignment
Help desk software can make your team’s workflows more efficient and organized. It enables you to assign customer inquiries as tickets to specific members of the team, so each job is done with precision and accuracy.
As a result, you can stay on top of tickets, ensuring they are completed on time.
Faster ticket resolution
The help desk software helps you to easily organize tasks. It allows you to easily sort and filter tickets so that you can quickly find what you are looking for. The software also allows you to group tickets by project or team, making it easier to keep track of who is working on what. You can also customize notifications for different tasks so that everyone involved in kept up to date on the progress of the task.
Tickets automation
Automation of tickets also allows for an increase in productivity by making the time free for staff to work on other projects.
The help desk software also makes it easy to assign tickets and collaborate with team members. You can easily add people to a tickets and assign tickets based on availability and skill set. This helps ensure that the right person is working on the correct tickets, saving time and effort. The help desk software also enables team members to collaborate on tickets, as they can comment on each task through live chats and provide feedback.
Performance management
You can track performance levels in real-time, meaning you can resolve tickets faster than ever before. With the software, you can create, assign, and manage tickets with ease. All in all, you can assign tickets to individuals or teams, track progress, and review the status of each task as you can set deadlines and new upcoming tasks.
Help desk analytics
Moreover, help desk can be invaluable when it comes to gathering and analyzing data related to customer support operations.
The data collected can help you understand how customers use your products, identify areas of improvement, and measure the performance of your support team. With a help desk system in place, you can quickly access reports on customer satisfaction, average resolution times, agent performance, and other key metrics to gain valuable insights into your customer service operations.
It also allows you to make informed decisions about changes to processes and resources, ensuring that your customer support operations remain as efficient and effective as possible.
Who uses help desk software?
You might be surprised to know that help desk software is used by businesses of all sizes and types.
From small local shops to global enterprises, companies of all stripes find that a good help desk software can provide a great boost to their customer service capabilities. In fact, it's estimated that businesses use help desk software to save time and money on customer service operations.
Whether it's to better manage customer inquiries or to automate tasks, help desk software is an invaluable tool for companies to provide exceptional customer service. Companies of all sizes are taking advantage of this technology and leveraging its benefits to increase customer satisfaction and loyalty.
The Top 4 Help Desk SaaS Software
SaaS (Software as a Service) help desk software and ticketing systems provide businesses with the tools and features needed to streamline customer service operations. We'll review the four best SaaS help desk software and ticketing systems available to make your life easier. We'll discuss the features each system offers and how you can use them to benefit your business.
1. HelpSpace
HelpSpace is a SaaS-based help desk software and ticketing system designed to help you manage customer service inquiries more efficiently. It offers features like docs, task management, widgets, automated workflows, and an intuitive ticketing system that will make your life easier.
With HelpSpace, you can easily assign tasks to team members and track progress. You can also access detailed performance reports to measure employee performance. Plus, the customer self-service feature allows customers to find answers quickly and submit support tickets.
Key Features
The key features of HelpSpace include
Ticketing
Tasks
Knowledge base
Beacon
Analytics
Integrations
Pricing
Pricing for HelpSpace starts at
$25/month for startups
$49/month for small businesses
$59/month for multiple doc sites and email channels
$99/ month for big businesses
All with discounts available for yearly plans.
Best suited for
It is best suited for small and medium businesses looking for an easy-to-use, budget-friendly solution to help manage their customer service needs.
Website
2. Freshdesk
Freshdesk is an all-in-one customer service and help desk software solution. With Freshdesk, you can quickly create and manage tickets, assign tasks to team members, track performance, and much more. Freshdesk’s features include customizable ticket forms, chat support, automation, and insights.
Key Features
Ticketing
Live chat
Reporting
Customer portal setup
Configuring automations
Integrations
Pricing
Pricing starts at $15 per month and goes up depending on the plan. You can get a free trial facility at Freshdesk.
Best suited for
Freshdesk is best suited for medium businesses looking for a comprehensive help desk software solution.
Website
3. LiveAgent
LiveAgent is a popular help desk SaaS software solution. It offers a range of features to help streamline your customer service operations and ticketing system. You can manage customer interactions, track performance, assign tasks and prioritize tickets.
It also has powerful AI capabilities and multichannel support, so you can communicate with customers via chat, email, voice, and social media.
Key Features
Ticketing
Knowledge base
Social media
Live chat
Call center
Integrations
Pricing
LiveAgent's pricing plans are very flexible and offer various features to suit your business's needs. The lowest price starts from $9/ month on an annual subscription. There is also free planning, but that comes with limitations.
Best suited for
It is best suited for medium-to-large businesses that require an efficient and comprehensive customer service solution.
Website
4. Zendesk
Zendesk is a great choice for businesses looking for a comprehensive help desk software and ticketing system. It offers features that are designed to simplify customer service processes, including automated workflows and AI-powered customer service tools.
It also provides advanced reporting capabilities and customizable dashboards, so you can track the performance of your team. Additionally, it has powerful data analytics and reporting capabilities to identify trends in customer behavior.
Key Features
Ticketing
Knowledge base
Live chat
Analytics
Ai-powered customer service tools
Powerful customization
Workflows
Integrations
Pricing
Zendesk also has competitive pricing options, making it accessible to businesses of all sizes. The cheapest starts from $49 agent/month and goes up to $150 agent/month (max 5 agents for every pricing).
Best suited for
Best suited for businesses that require a high level of customer service and support, Zendesk is a good choice.
Website
Final Thoughts
Help desk software can be a great asset to any business. With the right software, you can easily manage your tasks and performance, as well as improve customer service. The top 4 help desk SaaS software listed here offer different features and pricing plans to suit your needs. Take a look at what they have to offer and choose the one that works best for you.
