How to Maximize Efficiency with Helpdesk Tools

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Are you looking for a helpdesk tool to streamline and manage your customer service requests? If so, then you’ve come to the right place! Helpdesk tools are software solutions designed to help companies track and resolve customer service issues. They provide an organized way to organize, prioritize, and respond to tickets.

In this blog post, we’ll cover some of the key features of helpdesk tools as well as discuss the top 10 helpdesk software solutions on the market today.

Helpdesk tools provide a variety of features that can be used to improve customer service. They allow customers to submit tickets from their computers or mobile devices, create customized forms for gathering information about the issue at hand, assign tickets to team members for resolution, and send automated responses when needed. Additionally, most helpdesks will provide analytics on how quickly tickets are being resolved and metrics on customer satisfaction.

The top 10 helpdesk software solutions on the market today include Zoho Desk, Zendesk Support Suite, Freshdesk, Service Hub, Intercom, SF Service Cloud, Gorgias, Hiver, ConnectWise, SolarWinds Web Help Desk, Jira Service Desk, Jitbit, Zammad, Freshdesk, Request Tracker, Zendesk. Each of these has unique features tailored toward specific business needs.

Zoho Desk is a comprehensive solution that allows businesses to keep track of customer interactions across multiple channels such as phone calls and emails. The system also provides analytics that shows how quickly tickets are being resolved as well as performance metrics for individual reps. Additionally, it provides built-in ticket templates that can be customized according to specific requirements.

Zendesk Support Suite is another popular option because it combines traditional ticket management with a knowledge base article creation and chatbot capabilities in one platform. This allows reps to quickly find answers to common questions or set up automated conversations with customers in order to answer inquiries in real-time.

Freshdesk is an affordable solution that offers features such as multi-channel support (email/phone/web) as well as self-service options like FAQs and forums where customers can find answers without waiting in line for assistance from a rep. It also offers AI-based automation capabilities which allow businesses to automate routine tasks such as ticket assignment or sending out follow-up emails based on certain criteria being met.

Other popular options include Service Hub which focuses on creating an intuitive workflow experience for reps; Intercom which is great for teams who need more control over customer engagement; SF Service Cloud which offers powerful reporting capabilities; Gorgias which specializes in integrating with e-commerce platforms; and Hiver which helps teams stay organized by centralizing conversations from different communication channels into one platform.

No matter what type of business you run or what type of customer service system you need – there’s sure to be a helpdesk tool out there that meets your needs! With these top 10 solutions at your disposal – all you need to do is pick the one that works best for your company’s needs!

How to Maximize Efficiency with Helpdesk Tools 1

What Is a Help Desk Tool?

A help desk tool is a type of software designed to help businesses efficiently manage customer service requests and internal service requests from team members. It provides an organized platform for tracking, responding to, and resolving inquiries. Help desk software can also serve as a knowledge base, allowing customers and team members to access helpful articles and answers to common questions. Additionally, it can generate reports that help businesses understand their customer service performance.

Popular Help Desk Software

The most popular help desk software is Zoho Desk. It is a cloud-based customer service and support platform that provides a comprehensive set of features to help businesses manage their customer queries, requests, and complaints in an organized manner. It offers powerful ticketing, self-service, a knowledge base, live chat, automation, and analytics capabilities. Zoho Desk integrates with other Zoho applications such as CRM, SalesIQ, and Projects so that your customer data can be integrated seamlessly across all platforms. In addition to this, it also offers robust reporting and analytics tools that enable users to gain valuable insights into their customer interactions and performance metrics.

Using Jira Help Desk for Effective Issue Resolution

JIRA Service Desk is an easy-to-use service desk tool built on the powerful JIRA platform. It helps teams efficiently manage service requests and automate business processes, making it easier to provide great customer support. With JIRA Service Desk, you can create custom forms to capture all the necessary information when a customer contacts your organization, route requests to the right team or person for resolution, track progress, and get valuable insights into how you’re performing. You can also easily set up customizable self-service portals to let customers find answers quickly without having to contact your team. All of this is designed to help you improve customer satisfaction and streamline operations.

The Best Free Help Desk Software

The best free help desk software depends on your specific needs. Zoho Desk is a great option as it is easy to use, offers a comprehensive suite of features, and has a free trial plan. Freshdesk is another popular choice that provides customer service solutions with an intuitive interface and comprehensive reporting capabilities. WordPress Advanced Ticket System is also an excellent solution for those who need to manage customer tickets within WordPress. LiveAgent offers more robust features for larger teams, such as the automatic assignment of tickets and multiple support channels. JIRA Service Management is ideal for those who need an integrated platform to manage support tickets, customer feedback, and other tasks in one location. HubSpot helps teams create better customer service experiences with their range of automation tools. Lastly, Zendesk and Help Scout provide powerful yet straightforward solutions that are used by some of the most successful companies in the world. Each of these platforms offers free trials so you can try them out before committing to any particular solution.

Key Performance Indicators for Helpdesk

KPI for the helpdesk is a metric used to measure the performance of customer service and support activities. It provides an indication of how well the helpdesk is meeting customer needs and expectations. KPI for the helpdesk includes metrics such as first response times, issue resolution rates, customer satisfaction levels, and other consumer-facing metrics. First response times measure the time between when a customer contacts the helpdesk to when they receive a response from a representative. Issue resolution rates measure how quickly and effectively customer issues are resolved. Customer satisfaction levels measure customers’ overall satisfaction with their experience on the helpdesk. Other consumer-facing metrics may include average wait time, time to resolution, and general feedback scores. All of these KPIs provide insight into how successful the helpdesk is at providing timely and effective service to customers.


In conclusion, helpdesk tools are a vital part of any customer service strategy. They provide an efficient way to manage and respond to customer inquiries and requests, helping businesses stay organized and productive. With the right helpdesk software, companies can reduce resolution times, automate processes, and provide better customer experiences. Popular helpdesk tools include Zoho Desk, Zendesk Support Suite, Freshdesk, Service Hub, Intercom, SF Service Cloud, Gorgias, Hiver, ConnectWise, SolarWinds Web Help Desk, and Jira Service Desk. While helpdesks are not a CRM tools themselves they can be integrated into a CRM solution to provide even greater insights into customer service operations.

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James Walker

James Walker has a deep passion for technology and is our in-house enthusiastic editor. He graduated from the School of Journalism and Mass Communication, and loves to test the latest gadgets and play with older software (something we’re still trying to figure out about himself). Hailing from Iowa, United States, James loves cats and is an avid hiker in his free time.