Help desk software fact sheet

Help Desk Software Guide

Side by side comparison of popular customer service solutions.

The help desk is a crucial part of any organization that uses technology to serve and interact with its users or consumers. It provides information, troubleshoots errors, and otherwise works to ensure that every individual who uses a particular service will have an equally enjoyable experience with it. In a world where virtually every market is a contested one, a good helpdesk is an important resource not only in facilitating quality experiences but gaining a competitive edge.

Helpdesk software aids in maximizing the efficiency and effectiveness of a helpdesk. By logging calls in real time to a database, it is able to assign helpdesk agents to support tickets so that teams can share their workload evenly and automatically. The databases can track a customer's history, allowing different agents to provide personalized support even for individuals they have never dealt with. The software can also perform smaller tasks, such as facilitating communications online and attaching files.

Helpdesk software is compatible with numerous means of communication, logging problems reported through most popular mediums. From traditional calls and emails to texts and tweets, the software is able to import requests to its database automatically. The adaptability of this software type is what allows the modern support team to be incredibly responsive.

Help desk features.

Web based help desk solutions.

The whitepaper contains side by side comparison of three popular customer service software packages.

Help Desk Lite The script designed for those, who prefer corresponding with customers using their favorite email program rather than through completely web based help desk. An ideal solution for service agents, what do not have a permanent connection to the Internet.

Trouble Ticket Express Completely web based help desk software featuring unlimited operators, bulletin board correspondence tracking, unlimited customer service forms and email alerts.

HelpDesk Connect Remotely hosted feature packed customer service solution with embedded customer database and FAQ builder, support for file attachments and automated ticket escalation.

Jitbit HelpDesk ticket system Jitbit offers both cloud-hosted "SaaS" version (activated in seconds) and "on-premise" versions of its helpdesk software. The app features tons of 3rd-party integrations, file-attachments, knowledge-base, automation engine etc.