Features and Benefits of Zendesk Online Help Desk Software

Features and Benefits of Zendesk Online Help Desk Software

Here is the list of features and benefits of Zendesk Online Help Desk Software.

Zendesk is help desk software re-imagined. But what is help desk software? It is a software suite that enables customer support or support desk agents to receive, process, and respond to service requests.

Zendesk builds on this definition of help desk software by creating a powerful ticket-management platform that allows you to centralize all your customer conversations. You can quickly and easily increase productivity by automating business rules via triggers and automations, and by creating predetermined responses (known as “macros”) to frequently asked questions.

Customers appreciate having a single point of contact to get help for their issues. Zendesk enables conversations web, email, phone, Twitter, Facebook, iPhone, iPad, Android, BlackBerry, Windows Phone, online chat, community forums, knowledge bases and more. No matter how your customer contacts you, Zendesk centralizes all communication so nothing gets ignored.

Online help desk software that’s ready when you are

Zendesk is ready to use as soon as you create an account. Because it’s online help desk software, you don’t need to worry about severs or software updates, and you can access Zendesk anywhere, from any device. You can download our free native apps to your iPhone, iPad, Android, Blackberry, or Windows Phone and answer help desk tickets on the go.

Zendesk is designed to give your support department a broader and user-centered experience. You can easily configure your help desk to match the look and feel of your company – anything from simply changing the logo and color scheme to full blown customization via cascading style sheets (CSS). Moreover, you can choose your own support portal URL and configure your email address so that it matches your website’s domain.

Your help desk plays well with others

Zendesk’s 90+ integrations make it easy to create a seamless workflow experience and improve productivity by unifying the tools your team already uses into one interface.

Zendesk integrates with top online business tools, including CRM solutions like Salesforce.com or Highrise, or business applications like Atlassian JIRA, Google Analytics, and WordPress. Now you can finally close the loop between support and other departments in your company without the headaches of managing and syncing data.

16 Features and Benefits of Kayako Online Help Desk Software

16 Features and Benefits of Kayako Online Help Desk Software

Here is the list of features and benefits of Kayako Online Help Desk Software

Kayako Fusion is the world's leading multi-channel helpdesk solution that enables organizations to deliver a better customer experience and work more effectively as a team, whatever their size.

Whether over email, support tickets, self-help, live chat or voice, your customers' support history is tracked in one place and can be accessed from anywhere.

Proven, powerful and accessible support tools without the expense or rocket science.

Features and Benefits of Kayako Online Help Desk Software

1. Manage email and tickets, a fully collaborative inbox.

Kayako is your central, collaborative inbox. Import email from your mailboxes, receive tickets through your helpdesk and website.

2. Engage customers with live chat and real-time support.

Turn visitors into customers using geographical visitor monitoring, proactive live chat, screen sharing and click-to-call (VoIP).

3. Save time with email rules and automations.

Focus on customer support while Kayako takes care of the leg-work. Enforce SLAs, workflows and automate common tasks.

4. Stellar self-service with amazing auto-suggest.

Publish a rich knowledgebase and step-by-step troubleshooters. Deliver knowledgebase answers quickly with Kayako's innovative Instant Response System.

5. Measure and improve with reporting and surveys.

Use customer satisfaction surveys and knowledgebase ratings to measure performance and generate reports to identify areas for improvement.

6. An unrivaled helpdesk platform and community.

Rich APIs, a developer network, access to source code and fantastic developer docs and tutorials will help you quickly extend and integrate your helpdesk.

7. Multi-channel customer support. Track all your customer conversations, whatever the medium.

Tickets can be created and updated by email, your website and using the helpdesk. Going beyond tickets, you can engage your customers using live chat and phone, keeping a consolidated support history in the helpdesk.

8. Helpdesk with brains.

Powerful automation tools can help you filter, sort, assign and prioritize incoming requests. Route tickets using email rules, and even train your helpdesk to automatically categorize incoming queries. Use visitor rules to group website visitors based on their location and connect them to the appropriate agents automatically.

9. Deliver a personal experience over the web with live chat and real-time visitor monitoring.

Harness real-time visitor information to prioritize and target prospects. Offer an outstanding customer experience with live chat and automatic routing to connect customers to the right people soonest. Flip between email, tickets, live chat and phone without losing track.

10. Work better as a team with a collaborative inbox.

Collaborate on support tickets more effectively with ticket notes, tags, owners and watchers. Your personal inbox is just a click away, along with your own custom ticket filters and views. Monitor support performance with SLAs and escalation rules. Get more done with ticket macros, always maintaining the personal touch.

11. Offer click-to-call and an outstanding customer experience using your own VoIP service.

Go beyond text and connect a VoIP service to your helpdesk to offer a click-to-call button on your website. Agents can receive and place calls from the helpdesk. When an agent accepts a customer call request, Kayako will load the customer's support history automatically.

12. One-click remote desktop support and screenshot sharing, built right into the helpdesk.

Be there and be hands-on with Kayako OnSite, the remote desktop support tool that connects agents to your customer's desktop in a mouse click. Add visuals to a live chat using instant screengrab sharing and diagnose more effectively and provide quicker solutions.

13. Use ratings, feedback surveys and powerful reporting to measure and improve.

Receive feedback from your best critics using satisfaction surveys. Use customizable Ratings to monitor individual metrics relevant to your organization, and get an overview of helpdesk performance using Kayako's powerful drag-and-drop report builder.

14. Better self-service puts knowledge to work for both customers and agents.

Build a rich knowledgebase and create step-by-step troubleshooters. Relevant knowledgebase articles are automatically suggested to your customers as they type out a query and to your agents as they handle a ticket. Kayako actively encourages your agents to save solutions to the knowledgebase for use later.

15. Tailors to how your organization works and not the other way round.

Your helpdesk is ready to go out-of-the-box, but you'll probably like to tailor the helpdesk to suit your team's needs. Most areas of the helpdesk are customizable, including the ability to add custom fields to collect and validate important information, such as order numbers.

16. Helpdesks that are focused on the customer just as much as the business.

Your customers will find your Kayako helpdesk easy to use and a pleasure to interact with. Manage relationships as well as customers by infusing CRM into your support delivery with detailed customer profiles, avatars and organization groupings for complete and consolidated support histories.

Features and Benefits of Spiceworks Help Desk Software

Features and Benefits of Spiceworks Help Desk Software

Here is the list of benefits and features of Spiceworks Help Desk Software:

Features:

1. Create an IT Help Desk Portal
2. Receive & Respond to Tickets Via HTML Emails
3. Run a Fully Functioning Helpdesk – from your Pocket
4. Assign Tickets to Staff
5. Merge Help Tickets with Multiple IT Assets
6. Automatically Create Tickets from Alerts
7. Automate Ticket Organization and Actions
8. Import Tickets from Another Helpdesk

System Requirements

1. Windows XP Pro SP2+, Windows Vista, Windows 7, Windows 2003 Server SP1+, and Windows 2008 Server
2. 1.5 GHz Pentium 4 class processor
3. 1.0 GB RAM
4. Browser Requirements

Browsers Supported

1. Firefox 3.5+
2. Internet Explorer 7.0+
3. Not supported but users report good experiences with:
4. Safari
5. Chrome

Spiceworks IT Desktop is designed for...

1. IT Pros who have admin rights on their network.
2. Organizations with less than 1,000 devices on their network. It will work with more but it won't be as fast.
3. Running on a PC. It discovers Windows, OS X, Linux and Unix but you need to run it from a Windows computer on your network.

Who Uses Spiceworks

Spiceworks Free Help Desk Software and Helpdesk Support Tool is used by professionals in such industries as:

Aerospace
Construction
Consulting
Data Processing
Education
Energy
Engineering
Entertainment
Finance
Government
Healthcare
Travel
Human Resources
Insurance
IT Service Provider
Legal
Manufacturing
Marketing
Non-profit
Retail
Software
Transportation

25 Features and Benefits of SeviceDesk Plus Help Desk Software

25 Features and Benefits of SeviceDesk Plus Help Desk Software

Here is the list of features and benefits of ServiceDesk Plus Help Desk Software:

1. CMDB (Configuration Management Database)

Managing your assets will become harder as you scale up your business resources. But now, the problem of your business impact will not go unannounced. ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure, by demanding in-depth visibility of your assets present in the environment.

2. Self Service Portal

End users can log in to a web based portal to submit service requests & Incidents. He can also access their existing tickets, find solutions in the Knowledge Base, and track the status of all their requests which will reduce the load of the help desk.

3. Service Level Agreement

Create SLA and provide quality services in time, to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy and make sure your SLAs are met.

4. Knowledge Base

ServiceDesk plus has flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information. It is bundled with fully loaded features like customizable KB for end users & technicians, approval process for article submission & more.

5. Incident Management

Restore normal service of operation quickly with the comprehensive incident management in ServiceDesk Plus. Report incidents easily, configure SLA, setup automation & workflows for each category of Incidents and minimize business impact.

6. Problem Management

With the ServiceDesk Plus problem management, eliminate the root cause effectively and put an end for firefighting of repetitive incidents. It includes managing multiple incidents and workflow automations.

7. Asset Discovery

Discover every asset in your network with the efficient auto discovery options available in ServiceDesk Plus. You can discover all the IT assets right from Windows, Linux, Mac, AIX machines, Solaris, Printers, Routers, Switches etc.

8. Change Management

Through ServiceDesk Plus change management module, provide structured and prompt handling of all changes in your IT infrastructure. It is bundled with categorizing changes, configuring CAB and workflow automation.

9. Agent Scanning

With the new agent based scanning, you can access any system from the remote network, independent of their location. The agent also helps to make a remote connection instantly and take control of the screen in seconds.

10. Service Catalog

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

 

11. Remote Control

Technicians can now access any computer from anywhere in your network quickly and securely with just a web browser & remote control feature in ServiceDesk plus.

12. Business Rules

Put your helpdesk coordinator for a better use by implementing business rules, which allows to categorize, classify and assign tickets based on any criteria matching your business environment.

13. Software Asset Management

Scan your network and automatically discover all the software available in your organization and also understand how many installations of software are available in your network and manage them accordingly.

14. Help Desk Notifications

Stay informed about your tickets and keep your technicians and end users up to date on the status of the tickets by email and sms. You can also provide login information automatically to for all the users.

15. Purchase Order Management

Manage your purchases right from the birth of the PO till the asset expiry with a structured approval and delivery process. Identify the areas to reduce spending and eliminate redundancies.

16. Automatic Ticket Dispatch

The new auto assign feature distributes tickets based on the existing load on your technicians. It also checks for their availability and SLA tied to the tickets before dispatching them appropriately.

17. Contract Management

Manage Contracts with different vendors seamlessly and keep track of the expiry dates with automatic alert notifications for renewals.

18. Email Commands

You dont have to be logged into the help desk application to create, edit or close tickets, it can be done on the move, with the pre defined email commands in ServiceDesk Plus. Simply send an email with the appropriate commands and the changes are done automatically.

19. Mobile Help Desk

Technicians can now access their tickets from anywhere, anytime using their mobile devices. It is an easy to use browser based application specifically built for mobiles catering the needs of ServiceDesk on-the-go.

20. AD & LDAP Integration

ServiceDesk plus allows you to import users and their informations from Active directory and LDAP with a simple easy to use interface. It also includes authentication and single sign-on for users without making any changes to schema of AD or LDAP.

21. Data Archiving

Archive your old, unused data and improve your helpdesk performance. ServiceDesk plus allows you to access your archived data from different queue and also has the capability to search, report and export the data.

 

22. Multi Site Support

Customize your configurations for every site according to their unique working procedure. You can manage multiple sites with a single helpdesk tool and get control & visibility over the IT needs of your organization.

23. Help Desk Reports

Generate detailed reports about your Help desk performance & metrics. With the variety of reporting functionalities, analyze your help desk and take control over your assets & tickets.

24. Automated Password Reset

One of the most requested tickets in an IT help desk is "reset or forgot password", which takes most of your time in everyday job. We have come with a solution to automate this procedure by automatically resetting the password, by integrating the ticketing system with the Active Directory.

25. User Survey

Know the satisfaction level of your end users with the ServiceDesk Plus survey option, where it allows you to configure questions, satisfaction levels and trigger them in specific to the survey criteria.

HESK vs SysAid Help Desk Software Comparison

HESK vs SysAid Help Desk Software Comparison

This article compares different features of HESK and SysAid Help Desk Softwares.

While HESK help desk software provides an efficient and orderly ticketing system for customers to communicate with you, sometimes a more advanced and all-encompassing IT help desk solution is really what you need.

SysAid offers the IT admin the essential tools to streamline IT processes, automate help desk management, and simplify day-to-day IT tasks.

Easily customizable for both admins and end users, SysAid provides an out-of-the-box IT help desk management solution that's both simple and intuitive. You don't have to compromise advanced IT help desk functionality for ease-of-use!

Designed for organizations of all sizes, SysAid's innovative technology provides the extensive functionality and usability that is needed to handle service requests more efficiently; the ability to manage and monitor assets and systems; as well as self-serve capabilities for end users, raising both admins' and end users satisfaction, while keeping them productive.

Features	Help Desk Software	SysAid IT Help Desk Solution
Submit new tickets
Custom fields
Suggest related knowledge base articles before final ticket submission
Email notifications
Browse and search knowledge base
Assign tickets to staff
Manage knowledge base categories and articles
Customize help desk settings
Run reports
Easy translation into any language
Asset Management	-
Remote Control	-
End-User Portal	-
Mobile Application	-
IT Benchmark Asset Management	-
Live Chat	-
Calendar & Scheduling	-
SMS/Text Message Integration	-
Advanced Modules: Password Services Manager Dashboard Advanced Monitoring Projects & Tasks ITIL SLA/SLM	-

HESK Online Web Based Help Desk Software Features and Benefits

HESK Online Web Based Help Desk Software Features and Benefits

Here is the list of features and benefits of HESK online web based help desk software. Features are categorised as Customer Interface, Knowledgebase and Administrator/Staff interface.

Customer Interface:

1. Submit new tickets (web form or email piping/POP3 fetching)
2. Attach files
3. Obtain detailed information from customers with custom fields
4. SPAM prevention
5. Suggest related knowledgebase articles before final ticket submission
6. View and rate staff replies
7. E-mail notifications of staff replies
8. Browse and search knowledgebase

Knowledgebase:

1. Unlimited knowledgebase articles
2. Unlimited categories and subcategories
3. Quick and Easy search capabilities
4. Post attachments to articles
5. Count article views
6. List newest and most popular articles
7. Rate articles

Administrator/Staff interface:

1. Unlimited administrators and staff accounts
2. Restricted access to some functionalities for certain staff
3. Powerful ticket search ability
4. Assign tickets to staff
5. Manage knowledgebase categories and articles
6. Manage staff accounts
7. Canned responses (pre-written replies)
8. Customize help desk settings
9. Track time worked on a ticket
10. Modify your profiles and signatures
11. Autoclose tickets after X days
12. Run reports
13. E-mail notifications of new tickets and replies
14. Customers can easily rate staff replies
15. Easy translation into any language

Features of Online Web Based Help Desk Softwares

Features of Online Web Based Help Desk Softwares

Online Web Based Help Desk Softwares enable end-users to submit trouble tickets via a browser or through email. It automates several key workflow tasks such as case routing, acknowledging requester/technician notifications and handling of SLA rules. As a result, your support organization can now realize higher levels of productivity, keep everyone informed, provide superior service, improve problem resolution times, share knowledge effectively and keep end-users happy.

There are various features of Online Web Based Help Desk Softwares:

1. Several Easy Ways to Create Trouble Tickets

Email to Request conversion: Automatically convert the emails sent to Help Desk into trouble tickets.
Web Enabled: Online Web Based Help Desk Softwares enable your end users to submit support requests (trouble tickets) from anywhere, anytime using just a browser.
Network Generated Tickets: Automatically generate trouble tickets when network devices fail.

2. Active Directory & .CSV Import

Active Directory Integration: Import Requester (User) related information from Active Directory (AD).  Authenticate user login through AD.
Import from .CSV Files: Import Requester & Asset details from .csv files.
User Survey: Conduct Customer Satisfaction & User Surveys. Also get User Survey related consolidated reports.

3. SLA Violation Report

Complete History of Request: Complete change history of a request is maintained to facilitate audit processes. You can also lookup a history of requests from a particular workstation to identify workstations with chronic failures.
Help Desk Reports: Get complete reports on Help Desk load, technician performance and SLA violation.
Holidays / Operational Hours: You can configure yearly holidays and operational hours for your help desk. You can also create special Service Level Agreements that override these operational hours in case of emergencies.
Technician Notes: Technicians can add notes to the request to add related information like action taken.
Notify Technicians: Automatically notify technicians when a new request is assigned to them.
Automatic Escalations: Escalate requests to different support reps within your staff and notify managers when cases are not resolved within specific time limits.

4. SLA Management

Create User, Department, Priority or Category based SLA rules and ensure compliance.

5. Knowledge Base 

 

Knowledge Base: Using the Searchable Knowledge base, both the technicians and the end users can search for solutions to common problems.
Self-Service Portal: End users can use the self service portal to submit new requests or check the status of their open requests.
My Tasks: Create follow-up tasks and never miss an appointment or forget an important call.

6. Administrator Console

Keep End Users Informed: Automatic email response to Requesters on request creation and closure.
Flexible Help Desk: Add custom fields to the request form to capture information specific to your business needs
Automatic Case Routing: Automatically assign requests to support reps based on the type of request.
Workstation Info: Get complete hardware and software information about the affected device directly from the request.