Introduction to Helpdesk Tool
A computer program used by desk operators to help the customers for 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. Many operations are being done by the tool 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 Tool in detail explanation:
1. SolarWinds Web Helpdesk
Various tools are provided by SolarWinds, be it in the analysis of webpages or security or helpdesk services. SolarWinds helpdesk should be installed as an application that has a User Interface that provides the details of all the requests made, tickets, response and resolution time took along with the activities included. Also, the app can be used in local languages for ease of use. Change management and problem management is also provided in the user interface. An alert system is provided so that if the performance is not at par, the user is notified about the same.
2. Spiceworks Helpdesk
The application can be installed easily and it is used to track the IT management issues in the enterprises. Any technology issues can be tracked on time by the user on the dashboard provided in the user interface. This is a cloud-based program and also can be installed offline by the users. The information provided is dynamic and foolproof. Roles can be assigned to team members so that they will be able to see only those activities relevant to them. Also, a mobile app is provided with ease of use. With the cloud application, maintenance is not an issue while with an offline applications, internet service does not matter. 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 make sure that customers are supported always. 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. Also, the tickets can be sorted out based on the need and customer details can be fetched from the CRM database of Zoho. Templates are offered so that the user need not worry about entering the entire status for each request and tickets.
The important thing to note is that the dashboard is simple and easy to understand even for the 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 users. Team leaders are provided with an outline of the tasks tracked by the ticketing and making it more user-friendly. Knowledgebase platform is provided in the tool so that solutions for simple queries can be found easily. Checklists and scripts are also provided in the tool. All the customer data is stored in a single database so that all the data can be accessed at a time. This CRM and RMM is an advantage of Atera. A repository is also provided so that any data either miscellaneous or encrypted can be stored here.
Users prefer this tool for the flexibility it offers and the tool is known for working either in cloud or offline. All the users can access the tool wither in the office or external and hence they are connected together. This makes the staff more efficient and productive with the collaboration they have with all the team members. Security breaches are less likely to happen within this tool. Permissions for remote sessions can be altered and they change depending on the circumstances. Sessions need not be identical and this makes this tool different from others.
This is purely a cloud-based tool with access over everywhere and moreover AI is integrated into the tool. A fact database is included in the tool and an instructions list to carry out the tasks assigned in the tool. It makes sure that fewer interactions to happen with the customers so that time, money, and energy is saved. Support functions are delivered and AI helps to predict and personalize the contents of the users and customers. Users obtain real-time data through AI algorithms and integration can be done easily with a few lines of code. Customers are made to help themselves by directing them with the tasks to be done. Self-service is an advantage and also a disadvantage as many customers do not prefer to do the work by themselves.
There are different applications included within this tool such as answers, testimonials, opportunities, documents, and many more. Questions can be posed and answers app will provide a solution for the same. Reviews of customers can be seen in testimonials. 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 focusses on the self-service of customers. This is a ticketing tool that converts incoming calls or any type of communications to tickets and priorities should be added based on the requirements. Also, collaboration can be done easily by prioritizing the tickets with keywords and filtering the same based on the requirements. A logging system is also used in the tool so that automated replies can be formed based on the previous tickets.
Most of the tools work based on cloud and AI and this makes the integration easy with any tools. 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 top 8 different Helpdesk Tool in detail explanation. You can also go through our other related articles to learn more –