Ticketing & Help Desk Software

These products aim to offer a centralized platform from where you can track and resolve customer requests coming from multiple communication channels, including phone calls, emails, and live chat. This helps offer faster customer support and hence reduce churn rates and increase the number of happy customers. Key features to look for include automated ticketing systems, ability to integrate with other platforms, and knowledge base solutions.  Read the full software guide...


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What is Ticketing & Help Desk Software?

Ticketing and help desk software is used to provide businesses with a centralized platform that can handle the tracking and resolution of their customer requests. These requests can come from a variety of communication channels, including emails, phone calls, and live chat.

These solutions can be geared towards external customers (those who have purchased services/goods from a business) or internal customers (a business’ employees). Some solutions will provide functionality for both use-cases whereas others will be specialized for just one type of customer, so it is important to make sure the solution you are considering will fit your specific needs.

Through implementing ticketing and help desk solutions, businesses can offer their clients faster and more effective customer support. As a result, churn rates will be reduced and the number of satisfied customers will substantially increase. This outcome is primarily achieved by the ability to automate and therefore streamline ticketing and help desk processes, as well through the ability to integrate with an existing technology stack.

Solutions that feature an automated issue tracking system will create electronic tickets that are assigned to a customer profile. Through storing all relevant customer profile data in an easily accessible and searchable database, users can track every interaction that a customer has had with the business—which usually includes their contact information and purchase history. Furthermore, advanced solutions can feature automated standardized responses for frequently asked questions, as well as maintain a support database for previously resolved issues that both users and customers can refer to. This significantly enhances support agent productivity when dealing with tickets.


Common Features of Ticketing & Help Desk

Analytics Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.
API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Call Integration Enables the integration of phone dialing services and API's to make calls directly through a solution.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
CRM Integration This indicates whether integrations with Customer Relationship Management (CRM) software are supported by a software application.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Instant Chat Integration Enables the integration of public messaging channels such as WhatsApp, Facebook Messenger, and more.
Knowledge Base Used to store information relating to both employee and customer support.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Real-time Alerts Provides important, relevant updates to the user.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Self-service Portal Enables clients to digitally access and request services and information, as well as to submit and resolve issues.
Social Media Integration Enables the integration of social media channels such as Facebook, Twitter, and more.
Support Forum Enables both employees and customers to access and engage with support documents, threads and posts.
Ticket Management Helps to support the submission and documentation of support requests.
Workflow Management Workflow management focuses on streamlining the coordination of tasks related to the work a business does.

Latest User Reviews of Ticketing & Help Desk Products

LiveAgent
George Petrou
10 Nov 2020
"Great product with excellent support team"

Automated ticket assignment on bespoke forms. User controls, roles and departments. Auto assigning of tickets where possible to cut ...

LiveAgent
Bernardo Gomes
19 Nov 2020
"Great tool especially for Live Chats"

Live Agent is very user friendly and very stable. Also i love the automatizations available even thought they could have more but it...

LiveAgent
Silvio Parreira
20 Nov 2020
"Great service/software"

Lots of options and flexibility for customization to suit your organization's individual needs. This is great because the system can...

ProProfs Help Desk
Rachael Pace
20 Nov 2020
"Our ticket management is more streamlined ..."

We feel ProProfs Help Desk is an intelligently-designed tool with just the right features one could ever ask for. It brings all tick...


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