Standard IT help desk support features include help portals, support request ticket management, knowledge bases, and help agent analytics.
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Instead of relying primarily on a help portal where users submit support requests, help agents often communicate directly with customers to resolve more general issues such as questions about products, orders, shipping, and returns.
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It also deals with asset management such as networked hardware, software licenses, and version control.Ĭustomer service software also works to resolve user problems, but it is more externally focused. IT management software typically focuses on IT service requests to resolve hardware and software issues, and users submit service requests through a help portal. "Help desk software" is a catchall term that refers to both IT management and customer service applications.īased on which type you need, help desk functions can vary widely, and pricing is often more complicated due to multiple factors that affect your total cost. What to consider when choosing help desk softwareĭoing your research is essential to find the best help desk software for your small business. Our top picks for customer service help desk software: Our top picks for IT management help desk software:
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Here are our top 10 picks for the best help desk software for small businesses. You need help desk software - stat! - to optimize your workflow in response to these situations. The Ascent covers the 10 best help desk applications for small businesses.ĭo you find yourself spending more time than you’d like chasing down and resolving information technology (IT) problems? Or maybe you're repeatedly answering the same customer questions at the expense of dealing with more far-reaching issues. Help desk software takes your IT service management and customer service operations to the next level.