Updated July 1, 2023
Introduction to Helpdesk Tool
A computer program used by desk operators to help the customers with different services offered in the enterprise or the system is called the helpdesk tool. This tool is useful to track customer requests or any issues raised by customers. This tool helps the customers, and the tool is interactive. The interactions of support executives with customers are recorded and noted down to improve the experience of the customers. The tool is doing Many operations to make the customers feel valuable. And there are many tools available in the helpdesk tool to do various operations.
Top 8 Helpdesk Tool
Below are the top 8 Helpdesk Tools in detailed explanation:
1. SolarWinds Web Helpdesk
SolarWinds provides various tools, whether in analyzing webpages, security, or helpdesk services.SolarWinds offers a helpdesk solution called SolarWinds Service Desk that provides a user-friendly interface to manage and track various aspects of helpdesk requests, tickets, responses, and resolution times. Change management and problem management are also provided in the user interface.
2. Spiceworks Helpdesk
The information provided is dynamic and foolproof. Also, a mobile app is provided with ease of use. Maintenance is not an issue with the cloud application, while internet service does not matter with offline applications. This is a free tool but is supported by advertisements. It does not work without advertisements.
3. Zoho Helpdesk
This is also a cloud tool, and a mobile application is provided to ensure customers are always supported. The mobile application is more user-friendly as it works in a way that the notifications can be modified. What if we need not receive a notification, it can be hidden from the dashboard. Furthermore, the SolarWinds Service Desk can sort tickets based on specific needs or criteria. It also integrates with the CRM database of Zoho, enabling easy retrieval of customer details and information for seamless ticket management.
The important thing to note is that the dashboard is simple and easy to understand, even for users who are not familiar with the tool. It has remote monitoring and management solution which has customer satisfaction surveys and ticketing making it an efficient tool for any user. Team leaders are provided with an outline of the tasks tracked by the ticketing, making it more user-friendly. Checklists and scripts are also provided in the tool. This CRM and RMM is an advantage of Atera.
Users prefer this tool for its flexibility, and it is known for working either in the cloud or offline. All the users can access the tool, whether in the office or external; hence, they are connected. This makes the staff more efficient and productive by collaborating with all the team members. Security breaches are less likely to happen within this tool. Sessions need not be identical, making this tool different from others.
It ensures fewer interactions happen with the customers, saving time, money, and energy. Users obtain real-time data through AI algorithms, and integration can be done easily with a few lines of code. Self-service is an advantage and also a disadvantage, as many customers do not prefer to do the work by themselves.
This tool encompasses various applications, including Answers, Testimonials, Opportunities, Documents, and more. Users can pose questions, and the Answers app will provide corresponding solutions. Additionally, customers’ reviews and feedback are accessible through the Testimonials app, offering insights into their experiences with the service or product. The customer management tool helps to manage the customer data in a central database so that the data can be accessed easily.
This is an AI-integrated tool that focuses on the self-service of customers. This ticketing tool converts incoming calls or any type of communication to tickets, and priorities should be added based on the requirements. Additionally, the SolarWinds Service Desk application facilitates easy collaboration by allowing the prioritization of tickets using keywords and filtering them based on specific requirements. The tool incorporates a logging system, enabling the formation of automated replies based on previous tickets.
Most of the tools work based on the cloud and AI, making integration easy with any tool. Saving time and money is the motive behind implementing any tools in use. Customers can be made to solve the issues by themselves so that they can learn more about the services provided or the system they use.
This is a guide to Helpdesk Tool. Here we discuss the top 8 different Helpdesk Tools in detail explanation. You can also go through our other related articles to learn more –