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InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO.
Learn more about InvGate Service Desk
InvGate Service is an ITIL certified ITSM solution, with modern ticketing interface, workflows, change, problem, request and IT Asset management (ITAM). Available as cloud-based SaaS or On-Premise implementation and 100% code-free configuration, InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution without the overhead of extensive implementations and high cost of ownership.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently.
Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
Learn more about Zoho Desk
Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient.
Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere.
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets.
By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
OneDesk's software combines helpdesk and project management into a single application. Manage customer tickets and projects in one app.
Learn more about OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place.
Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Speed up resolution times and automate workflows with scalable IT and HR help desk software.
Zendesk provides a modern HR and IT help desk experience that saves time through convenient automations and optimized workflows. Zendesk help desk ticketing software simplifies internal and external support, with 60% of customers seeing CSAT increase and 85% gaining better visibility after implementing Zendesk. Power up your support with software that alleviates common pain points by deflecting more tickets and speeding up resolution times. Choose the smart, scalable support solution.
Learn more about Zendesk Suite
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
LiveChat is a complete customer service platform that creates the ultimate customer-centric experience while boosting your sales.
LiveChat is an easy-to-use platform that enables businesses to provide seamless customer service while reducing response times and increasing customer satisfaction. By integrating with other services, such as CRM systems and payment gateways, and providing powerful analytics capabilities, LiveChat helps businesses deliver a great customer experience while boosting sales. Thanks to the full customization of its widget, with just a few clicks, LiveChat becomes an integral part of any brand.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Start for Free with LiveAgent and build amazing customer relationships with the ultimate help desk tool for companies of all sizes.
LiveAgent is a fully-featured help desk software solution that helps you bring personalization to your customer support interactions.
Streamline all communication channels and manage them from a single unified inbox. Enjoy social media integrations, live chat widgets, self-service portals, knowledge management, and more.
LiveAgent delivers the best customer experience to 150M end-users worldwide.
Start with a 14-Day Free trial, no credit card required.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Intercom is redefining how businesses support their customers using powerful messaging and automation.
Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer
Service Cloud, the customer service platform for business of all sizes, empowers every service employee from the contact center to the field with innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals, Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.
Learn more about Salesforce Service Cloud
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 12 million companies in cloud and on-premise.
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 12 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for unlimited number of users.
Learn more about Bitrix24
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license.
Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI.
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time.
Learn more about NICE CXone
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today!
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too!
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world.
Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more.
Supremo is customizable and UAC compatible.
It can be used on an unlimited number of devices and requires no configuration or installation.
Learn more about Supremo Remote Desktop
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads.
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform.
Learn more about EngageBay
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today.
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong.
SysAid provides the fix that IT has so badly needed.
Try IT for free today."
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Tidio is a help desk platform that enables you to provide superb customer support and generate sales with live chat & chatbots.
Tidio is a powerful, all-in-one help desk platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more.
Additionally, you can connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now!
Atera’s all-in-one platform provides IT professionals with various integrated solutions that help them get access, visibility, and control over daily IT work. This includes Remote Monitoring & Management, Helpdesk, IT Automation, Ticketing, and Reporting – all under one roof. Our pay-per-tech model allows IT teams & MSPs to optimize and scale operations across unlimited devices, while reducing menial tasks so they can focus on the work that matters most.
Learn more about Atera
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Front is how companies scale customer support, combining the automation of ticketing software with the personal touch of email.
Front's Helpdesk software was built with agent and customer experience in mind. Front unifies conversations from email, web, chat, SMS, social, and more to help resolve issues across all channels effortlessly. Front's no-code automation means that your teams can work smarter, not harder -- increasing productivity while decreasing operational costs. Discover why brands like Dropbox, Shopify, Airbnb, and over 8,000 others trust Front to power their operations.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
ConnectWise PSA (formerly Manage): Powerful ticketing system with centralized communication & integrates with tools you currently use.
Streamline your client service processes with ConnectWise PSA's (formerly ConnectWise Manage) powerful help desk platform. ConnectWise PSA leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise PSA's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service.
Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
ServiceDesk Plus helps IT and other enterprise departments to build their own custom help desks with unique workflows and automations.
IT help desks can leverage ServiceDesk Plus to deliver better support experiences by converting every support email into a ticket and automating the ticket resolution process. Tickets can be categorized, prioritized, and routed to the right specialists and support groups with rule-based automations, visual workflows, and AI- and ML-based algorithms. End users can also report issues, request services, and browse knowledge articles from customized self-service portals.
Learn more about ManageEngine ServiceDesk Plus
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Everything your help desk needs to triage and resolve tickets quickly and easily. Backed by industry-leading, 24/7 technical support.
Is your IT help desk flooded with requests from every direction? Work smarter, work happier, and manage it all with automated help desk software designed to receive and triage tickets in one centralized location. With timeliness, transparency, and full issue oversight, you and your customers can stay on track anywhere, anytime.
Learn more about Issuetrak
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch.
Features include:
- Live Chat
- Chatbot
- Email Marketing
- Help Desk
- Knowledge Base
- Popups
- Mobile apps
Try HelpCrunch for free for 14 days.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly.
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Reputation provides a 360-degree view of online reputation to effectively manage reviews, business listings, social, & customer surveys
Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow - including CX, Operations, and much more. We refer to this process as Reputation Experience Management, a category we created.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams.
By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences.
Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team.
Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Real-time remote control of a customer's computer over the web for help desks, support software, IT organizations, and more.
GoTo Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more.
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Cloud-based IT support software for SMBs with in-house and remote teams.
Simplify the help desk experience. GoTo Resolve makes IT easier than ever with a modern approach to ticketing and issue resolution. As day-to-day work gets more complicated, help desk processes need to get simpler. Our modern, flexible tools let agents and end users give and receive support, the easy way. Give IT agents and end users options to seek and offer help where it’s easiest for them. GoTo Resolve’s flexible ticketing offers multiple ways of working to suit what’s best for your teams.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale.
Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Teamwork.com creates business management applications for teams & industries so you can be more efficient, organized & happy.
Teamwork Desk is a ticketing system designed to easily manage customer queries, saving you time and money.
The help desk software helps your team efficiently manage your client requests in one central location - ensuring you deliver an exceptional customer experience.
Drive revenue - Track, report, and bill client requests; save time by automating repetitive work, and manage all your client emails in one location.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
SMS texting and live chat for help centers has never been easier than with Avochato's solutions.
SMS texting and live chat has never been easier than with Avochato's solutions for help and contact centers, and teams. With no programming required, you can setup your Avochato phone number in minutes to text your customers, two-way. Segment, import, and broadcast to your customers to scale your teams communications.
Avochato integrates with platforms such as Salesforce, Slack, MS Teams, and Zapier. Enable prospects to text you from a Google Ad with the AdWords API integration.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Intuitive. Customizable. Powerful. Claritysoft CRM is designed to be easy to use without sacrificing power and functionality.
Claritysoft CRM's unique blend of simplicity, utility, and flexibility delivers powerful marketing automation, sales automation, customer service tools and much more in an intuitive, completely customizable interface. Claritysoft was designed with considerable focus on usability, and built to enhance the user experience and maximize user adoption. Claritysoft CRM gives you enterprise power and functionality at a fraction of the cost.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
TeamDynamix is a no-code ITSM solution that offers integrated Project Portfolio Management with enterprise integration and automation.
One no-code platform for IT Service Management (ITSM), Project Portfolio Management (PPM) with Enterprise Integration & Automation (iPaaS). TeamDynamix is easy to use, own, and operate - all configured from screens without any coding or scripting.
The ITSM platform offers support for ITIL with an all-inclusive solution; incident/problem management, asset, change management, self-service portal, knowledge base, automation & workflow, and unlimited integrations.
White glove implementation.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Tiledesk is the all-in-one conversational AI platform with omni-channel live chat, chatbots and 3rd party apps integration
To have fully satisfied customers is complex. Conversation’s actors (chatbots and humans) should handoff to each other many times during a chat to address customers needs.
Tiledesk provides a solution orchestrating instant, asynchronous and multichannel communication among all stakeholders of a typical conversational architecture: chatbots, support operators, end users, colleagues, applications, knowledge systems, etc.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong, customer conversation.
Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Crate&Barrel, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage.
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
UJET is modern cloud contact center software company with leading innovation in customer support on the web, phone and mobile apps.
UJET is an enterprise-grade platform, ideal for companies with 50+ agents, that provides modern cloud contact center software with phone, chat and in-app support and leading innovation in smartphone technology for a superior customer and agent experience. The UJET platform delights end-users with anytime, anywhere access and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise-grade, SOC2 Type II and HIPAA compliant.
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...
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Features
- Alerts/Escalation
- Ticket Management
- Service Level Agreement (SLA) Management
- Knowledge Base Management
- Automated Routing
Help Desk Software Buyers Guide
Table of Contents
What is help desk software?
Help desk software lets organizations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.
By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organization's existing knowledge base. Help desk software is also known as IT ticketing systems.
The benefits of help desk software
- Increase customer satisfaction. High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
- Improve employee productivity. When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.
Typical features of help desk software
- Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
- Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
- Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
- Self service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
- Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.
Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.
Considerations when purchasing help desk software
- Integration with existing customer tools. If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
- Try before you buy. As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
- Be realistic about your budget and the total cost of ownership. As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent $1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.
Relevant help desk software trends
A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:
- Conversational user interface and help desk chatbots. Alexa and Siri have popularized the idea of a conversational user interface - using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
- AI and "anticipatory customer service." AI and machine learning are hot topics in just about every industry right now, and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to a Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.
