Best Service Desk Management Software in 2020
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With a broader approach to IT management, service desks help establish and implement the changing business technology needs. The rapidly changing IT landscape requires that customers' needs are addressed adequately and within a stipulated time.
Organizations using service desk management software have managed to reduce their resolution times by an average of 16%. Service desk software uses key insights to generate customer surveys that help get an in-depth understanding of their needs.
To stay ahead of the curve, it is necessary that organizations realize the importance of an IT service desk. Let us try and understand how does a service desk software work -
A service desk management software acts as a technical backbone for enterprises by allowing them to implement workflows for internal support operations. It empowers customer service teams with tools that automate and organize ticket management and reporting issues.
The service desk software helps keep track of customer queries, reassign them to appropriate departments, and generate reports. Moreover, it acts as a single point of contact and serves communication needs for all departments.
With real-time visibility and clear-cut service level agreements, administrators can set up auto-responders, automatically assign tickets to departments and develop a sound knowledge base. The software also generates exhaustive reports which allow easy redressal of issues and track growth metrics.
1. Incident Lifecycle Management
Incident lifecycle management helps users collaborate with teams from a single screen. A service desk management software has solutions to issues that can be used by both support agents and end-users. Moreover, users can seek support via multiple channels such as e-mail, mobile app, and feedback widgets. The tool categorizes tickets on historical ticket data. It also helps automate ticket prioritization with workflow automation based on urgency and impact. The tickets are auto-assigned to agents/groups while ensuring that the ticket is not lost.
2. SLA Management
Service Level Agreement Management is essential to assign tasks to employees and fulfill client requirements. The tool helps define task deadlines and also ensure timely resolution of issues. Service desks help group services as per their source, group, type, and ticket priority. These tools send notifications about SLA breaches by pre-defining automation rules to suit customer’s ticket priorities.
3. Service Catalog
The service catalog provides a list of items to customers to choose from. End-users can simplify the search process with the help of a searchable end-user portal. Users can find the availability of services, be notified if an item is unavailable, borrow service items temporarily, and plan purchases based on insights from the service catalog. Moreover, users can also customize the service catalog and configure the fields based on their needs. The tool also supports workflow automation. It keeps all stakeholders informed with timely notifications. Also, it takes up prioritized requests and improves service delivery with SLAs.
4. Automation & AI/ML
A service desk management software allows auto-assigning of tickets and setting up multi-level approvals. Moreover, workflow automators create workflows that trigger webhooks when an event occurs. Ticketing software allows organizations to define trigger rules and escalate tickets automatically and send notifications about SLA breaches.
5. Self- service Portal
A self-service portal allows employees to raise tickets from the portal and keep track of it. It helps reduce agent workload by providing a smart-knowledge for customers. The portal also simplifies the request fulfillment process and eliminates errors. Moreover, it offers multiple services for departments via a user-friendly service catalog so users can place and receive requests in real-time.
Here are some of the benefits provided by a service desk management software-
Customers can get visibility of all tickets and track their progress with a single glance at the dashboard. It empowers end-users to resolve their IT issues from the self-service portal with a simple search.
The SLA Management tool keeps track of performance and supports teams working in different time zones by setting targets according to their business centers. It also helps tweak the task calendar as per the global holiday list for smooth service desk operations.
With the service catalog, businesses can personalize the end-user experience and enable smooth discovery. Achieving this is possible by customizing service item visibility as per departments and teams.
Automation helps organizations gain visibility by keeping track of performance and fulfilling requests on time. A service desk software ensures an organization misses no event by automating the entire workflow.
Experience the Service Desk Experience
Leaders should have a one-on-one experience with the service desk for a better understanding of customer needs. Moreover, managers can also train their team to know about a customer’s experience when he/she uses the service desk. Organizations experiencing the service desk get the real context of the data within metrics. It will also help in making positive and timely decisions about the service desk software.
Align Service Desk With Customer Expectations
Despite rapid and unexpected changes in the IT sector, customers expect immediate access to services and answers. Some customers wish to bypass the process as they feel a service desk is not enough to solve their queries.The idea is to evaluate and improve the service desk capabilities thoroughly. Organizations can resolve these issues by customer surveys and ticket follow up. Moreover, a consistent survey process will help gauge the performance of the service desk. Also, enterprises can use Service Level Agreements (SLAs) to ensure efficient and timely delivery.
Easy Access to Knowledge Base
Managers must work on reducing the gap between the knowledge base and customers. Improving the First Contact Resolution Rate can increase customer satisfaction. To achieve higher FCR, organizations can implement automation techniques and create more knowledge documents. This will allow users to solve all problems without a technician’s support.
Let us have a look at the differences between a service desk and a help desk:
A service desk is based on the underlying concept of “managing
A help desk provides the end-user with information related
A service desk helps in incident management and also addresses
A help desk is focussed primarily on incident management.
A service desk is a part of the IT services and IT support ecosystem.
A help desk is an add on to the existing IT activities framework.
A service desk helps in taking strategic actions across organizations.
A help desk is well-versed in executing tactical actions.
It is essential to ensure that the software is easy to use. A new tool requires adjustment, and transitioning the entire team is not a simple decision. An ideal service desk software must have an intuitive interface and should be simple to use.
Moreover, it should allow users to make workflow changes without contacting the administrator or account manager. Customers should check out a demo or trial and buy the best fit for their team.
2. Customization and Integration
Customers should make a note of the tools they will be using with their ticketing software. A support software must allow integration with a customer’s must-have tools. Also, it should provide options to customize the entire set-up. By customizing dashboards, reports, and self-service areas, businesses can give all-round support to their clients.
With all the private customer and team information stored on the service desk, a secure tool is necessary. Organizations should look for a tool that allows role-based sharing and limits access to specific people. More importantly, customers should look for a service desk with two-factor authentication to prevent unauthorized access. Businesses can also look for service desks, GDPR, and HIPAA compliant, according to their data and geographic location.
4. Adequate Customer Support
Customers should look for a service desk software that offers sufficient support when setting up. Vendors provide different levels of support, depending on the plan. Customers should do thorough research and also keep an account of additional costs. They can also send in a test-email or start a support chat and gauge the response they get. Was the response within a stipulated time? Did it address all the concerns? If the answer to these questions is yes, the software works just fine!
5. Easy Collaboration
Organizations should look for a tool that helps in easy-collaboration between team members. A tool that keeps employees on the same page and prevents customer conversations from getting lost will help serve clients in a better manner. A service desk with collaboration features will generate warnings if two agents are in the same conversation, to avoid sending double replies to the customer. It will also help mention other team members to prevent problems and keep all members updated.
6. Queue Management
The support team gets a lot of similar queries from new users. A service desk management software that helps save crafted replies will help handle queries efficiently and save time. Saved replies can easily answer questions like password resets and questions about a specific product feature. Thus, a support ticket software that helps organizations stay on top of their queues and has a feature for storing replies is a must.
7. Self- Service Options
An essential aspect of customer support is to let your customers become independent. Software vendors that set up a knowledge base or provide an FAQ section help customers save time and improve their bottom line. 81% of customers will try and look for solutions before they reach out to the support team. Also, it will help reduce an agent’s time and satisfy customers.
8. Allows Automation
Automation can help businesses provide personalized assistance to customers. With automated workflows, teams can sort out the top priority support requests and give quicker replies. For example, if a set of customers pointed out a bug in the software and the development team has fixed it, the automation feature will generate an e-mail and send it to the customers. Over the time as the customer base for an organization grows, it will help them organize queues and eliminate manual work.
9. Tagging Feature
A good support ticket software allows the easy organization of customer conversations. The tagging feature supports efficient management of replies, the ability to tag conversations, and reporting issues. Moreover, tags can also be used to produce track reports and measure success parameters.
A good ticketing software helps figure out the loopholes and strengths in an organization’s business operations. It helps uncover insights without the hassle of understanding complex spreadsheets. Moreover, a service desk uses metrics to figure out customers’ most frequently asked about topics, response times, team’s busiest hours, and the number of customers accessing the knowledge base articles- and which ones.
Organizations should look for software that helps translate these metrics into reports and allows easy sharing of these reports. Also, the software should have options for advanced filtering, the ability to save custom views, and export options to help organizations access data outside the software.
With a plethora of benefits, service desk management software is the perfect solution for businesses looking forward to providing extraordinary customer services and scaling their operations. Did we miss out on any aspect of the software, let us know in the comment sections below!
Freshservice is a cloud based ITSM Solution
Freshservice is a cloud based ITIL Service Desk & IT Service Management (ITSM) solution that adds user experience on top of powerful Ticketing & Asset Management capabilities serving more than 20000 customers worldwide. View Profile
Globally recognized service desk management software
EAMbrace is designed to help organizations of all size better manage its assets spread across various locations. It acts as a perfect IT service desk software.
Software by Quality Unit
LiveAgent is a fully equipped help-desk and live-chat software. LiveAgent enables you to streamline all your communication channels into one universal inbox which can be accessed by your whole customer support team.
Service Desk Management Software
Kayako is world's leading multi-channel servicedesk and lives chat software. It builds web-centric customer support solutions that enable organizations to deliver a better support experience to their customers and, as a team, work and collaborate more effectively.
Software by Dell
The Dell KACE K1000 service desk Management Appliance can help you provide your end users with a high quality help desk that’s tightly integrated with the K1000’s IT asset management (ITAM), configuration management, reporting, and alert capabilities.
Software by IBM
IBM IT service desk solutions provide a single, unified platform to manage multiple service management best-practice processes. They help your organization go beyond traditional manual processes to add automation, mobility, enhanced visibility and analytic insights to your IT service management.
Software by ConnectWise
ConnectWise service desk management software leverages a proprietary, market-leading ticketing system that empowers you to provide the best support to your customers. Everything inside it helpful desk is built on industry-recognized best practices to drive efficiencies within your organization.
Software by Zendesk
Zendesk builds software for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers.
Software by Novo Solutions
The Novo Service Desk management software provides innovative web and mobile solutions that simplify work by helping our clients organize and manage information to streamline business processes and reduce costs. It has also been used by many of it's clients to assist them in reaching other IT compliance goals such as Sarbanes-Oxley.
Help desk software with asset & project management
ManageEngine ServiceDesk Plus is a web-based, easy to use help desk and asset management software which integrates ticketing, asset tracking, purchasing, project management, contract management and knowledge base in one low-cost package.
Software by Mplsystems
Mplsystems service desk management offer a unique, configurable, modular approach which enables us to build engagement solutions around each organisations individual processes and existing systems.
Simplifying Customer support
Faveo is specifically designed to cater the needs of startups and SME’s empowering them with state of art, ticket based support system. In today’s competitive startup scenario customer retention is one of the major challenges.
Help Desk, Satellite Help Desk & ITSM Service Desk
Vision Helpdesk is a customer support platform that offers different products to manage customer service for all size business. It is an all-in-one customer support help desk platform that enables you to manage various channels like calls, chat, email, web forms, Facebook, and Twitter under universal inbox.
Software by Sunrise Software Ltd
Sunrise offer Service Management solutions which will help you efficiently manage your organisation – from your IT and Customer Service Departments through to your Operational, HR and Facilities teams. In fact if you want to manage end to end processes anywhere in your business, we can probably help.
Software by Customer360
Customer360 service desk management software journey started with an idea in a food court. As they proverbially say, mind once expanded by a powerful idea never regains its original shape
Software by Deskero
Deskero service desk managment software's mission is to offer you a beautifully simple software that will truly empower you,giving you the means to help your customers, communicate with them and make them happy.
Software by TechSoup
TechSoup for Libraries grew out of a desire to specifically address the technology needs of public libraries. An important part of the program is the information developed as part of the MaintainIT Project, which was funded by the Bill and Melinda Gates Foundation and managed by TechSoup.
Software by InvGate
InvGate is web-based Service Desk Management software for small-medium size business. Service Desk integrates all the standard features you expect with new and game-changing advanced functionalities. Your own personal SaaS trial, hassle free in the cloud!
Help Desk service management solution
SmartDesk is a service management tool that automates Incident Management, Change Management and Problem Management functions in a customer support environment. It offers trouble ticket logging and helps customer support agents to receive, process, and respond to such requests.
Service Desk Software
Wolken Software is a privately held company with offices in Palo Alto, CA and Bangalore, India, helping modern organizations transform their relationships with customers and employees with our service management solutions.
Software by Atlassian
Jira is a issue tracking software, developed by Atlassian. It provides bug tracking, issue tracking, and project management feature for small, medium and large team.
Solution to boost your IT team’s performance
Vitalize your IT service management practices with a robust ServiceNow ITSM solution to enhance the performance of your IT team, minimize IT expenses, and improve IT and business service availability.
Help Desk Software for Delightful Customer Support
ProProfs Help Desk Software is a cloud-based ticketing system designed to delight customers. Shared inbox, email-like interface, canned responses, collaborative email, ticket prioritization, issue tracking, reporting are crucial features of ProProfs Help Desk.
#1 CRM & support solution for growing businesses
Salesforce Essentials makes it easy for small businesses and startups build stronger customer relationships with an all-in-one sales and support solution that is easy to use, setup, and maintain - for just $25 per user per month.
Service Desk Management Software
SHD is a web-based software product used to track the detection, reporting and resolution of a problem. Trouble ticket system receives customer requests in the form of trouble tickets and then proceeds to verify, group.