Top Help Desk Tools to Use in 2021

Help desk tools and ticketing systems can provide a simple and easy way for businesses and enterprises to manage their customer and staff support requests.

It is particularly critical because help desk tools have become essential components for modern business platforms. They can be integrated effectively with CRM solutions to boost productivity and performance.

Automation will continue to be critical for effectiveness, peculiarly when dealing with high volume communications, and the help desk tools are making this relatively simple to manage.

However, with so many different choices available, finding the ideal help desk tools and ticketing applications for your business can become a challenge. Finally, your own business will have its own criteria, but features, volume handling, integration options, and of course, the cost will almost certainly be included.

So keeping that in view, we’ll highlight the best help desk tools that businesses can leverage in 2021, as well as their features, pricing, and all other considerations.

1. WorkHub Tasks

WorkHub Tasks offers SaaS-based and Open Source helpdesk solutions to ease the overall support process to deliver the best customer service.

It has various free eCommerce functionalities like fetching order details from a store, supporting multichannel integrations, and single sign-on. You can save a lot of time and effort while increasing your efficiency with the help of its file viewer, related posts, and task management features.

More so, with WorkHub Tasks you can automate your processes by creating a collection of rules and presets for tickets received from various channels in order to respond more quickly.

2. LiveChat

LiveChat is a full-featured customer service help desk tool that can WorkHub Tasks both consumers and sales teams. You can handle various communication channels from a single dashboard, including email, text, SMS, apps, and the website itself, apart from adding chat widgets to your website.

In addition to this, LiveChat also integrates with various other popular software systems, including Salesforce, Facebook Messenger, Shopify, Hubspot, Pipedrive, and WhatsApp.

LiveChat makes message management simpler by providing sneak peeks, customer information, and agent groups. You can also use it to make announcements, launch new items, and invite guests to participate in a live chat. Personalized greetings can be sent based on various factors, including time spent on the web, location, and previously visited pages.

LiveChat is a really affordable helpdesk and ticketing solution, with even the basic package including multiple features. More advanced reporting, extra customizations, and more team administration functions are available with more costly plans.

3. RingCentral

The RingCentral Contact Center contains all the main features you would expect from an advanced communications platform, from call handling to omnichannel routing, CRM integrations to analytics for agent performance management.

However, one aspect that sets RingCentral apart is the service’s focus on coordination. It not only allows agents to have quick access to the information they need but also allows them to update this on the fly according to changing conditions.

Top Help Desk Tools Integration

Another plus is RingCentral’s ability to manage a wide variety of integrations, including those from Salesforce, Zendesk, Oracle, ServiceNow, and Microsoft Dynamics, allowing communications to better integrate with sales, CRM, and other backend applications.

RingCentral has a number of advanced features, mainly through its developer platform, that allows for more advanced service customization.

4. SolarWinds Service Desk

SolarWinds Service Desk is a comprehensive IT service management (ITSM) solution for medium and large organizations. It’s fully cloud-based and comes with a slew of useful features, including intelligent ticketing, asset management, and process automation.

Employees may send support requests to the IT department using a ticketing system built into SolarWinds. It also has an asset tracking feature that allows you to keep track of all your hardware and software throughout the course of your lives.

Apart from incident reporting and asset management, SolarWinds Service Desk includes highly detailed analytics that enables you to track and analyze your organization’s performance. The benchmarks dashboard is straightforward to navigate, with distinct metrics for customer satisfaction, average response time, and so on.

5. Freshdesk

Freshdesk is a help desk tool that includes a variety of features that help improve workflow performance. These include a team inbox for managing incoming tickets from multiple platforms, the ability to designate and build custom ticket statuses that function for your company, canned answers for fundamental troubleshooting problems, and a team huddle for bringing in expertise on more complicated issues.

There is a free tier that provides an introduction to the software’s operation, though it is limited in scope. Paid plans contain additional features such as automation, time monitoring, satisfaction surveys, and results reports.

Add-ons for incorporating AI and machine learning into workflows are available, as it is a field service management framework.

Additionally, this app can incorporate data from various networks, such as email, phone, social media, and chat.

6. LiveAgent

LiveAgent employs a blended narrative model, in which all consumer messages are addressed to the agent as a single conversation, regardless of the medium used.

This hybrid call center approach includes advanced rule-based escalation, live chat, scripting, call recording, and call logging. Additionally, it incorporates analytical research to ascertain quality levels and avert customer satisfaction issues.

Additionally, integrations are available for Zapier, Google Analytics monitoring, MailChimp email marketing, eCommerce with a variety of packages, CRM, CMS, and social media through Facebook and Twitter.

They also appreciate LiveAgent’s scalability, which allows them to grow from a small number of agents to a large support center on the same platform.

7. Zendesk Support

Zendesk Support is a software package that allows businesses to store and manage a range of customer service experiences in a single database.

Web widgets, the ability to browse a customer’s background, and predefined ticket responses are among the features that make for an effective workflow.

Integrated surveys for customer satisfaction scores, together with analytics and performance dashboards to monitor ongoing performance, are another standout feature.

Zendesk is reasonably priced, but unlike other rivals, it does not offer a free alternative. It has a broad feature set and a solid security strategy. Its ticketing management system allows for a great deal of fine-grained ticket control

8. Kayako

Kayako is a help desk software solution that prioritizes ease of use and encourages personal interactions with customers.

Support for the development of several help centers, each with its own content (dubbed Multibrand), live chat support, canned answers for popular questions, SLA support, and the ability to simplify the process with efficient business principles are just a few of the standout features.

Conclusion:

There are numerous other help desk tools available to solve your support needs. But these were just the best ones in our opinion. The way we see it, each company has its own requirements and needs depending upon the size and complexity of issues.

So, only after a careful analysis of your corporate agendas and customer support policies, you should choose a help desk companion for your business. However, as experts in the help desk and customer support industry, we declare WorkHub Tasks as the champion. WorkHub Tasks has got everything that an organization may look for in a help desk management tool. You can have a look at some of its marvelous features here.