Which help desk

Exchange data between help desk software and your CRM, create an issue in your project management tool, update case statuses, and more. Integrate our ticketing system with your favorite tools to improve your workflow. Help desk software is a tool that serves a wide range of customer support activities. You can organize messages, give assistance, and exchange information with customers with a single point of contact. Help desk uses tickets for communication, and that's why it's also known as a ticketing system.

Data collected from tickets is a valuable source of customer knowledge. You can analyze support stories, and get ready for new customer cases. The help desk software generates themed reports that enable you to verify your team's performance and improve your customer service strategy. Invite your team and explore HelpDesk features for free. ChatBot Automate customer service with AI.

KnowledgeBase Guide and educate customers. Sign up free. Log in Sign up free. As with many things in the world of IT, there are no specific rules that vendors must follow when naming their software, and the two terms are often used interchangeably for products that provide similar functionality.

So while the name may give you a point of reference, it is necessary to look deeper and consider the purpose and use case of each to understand the key differences. A Help Desk allows the IT department to respond to unexpected issues within IT infrastructure or the services they provide.

A Help Desk is reactionary, and is used to manage problems when they arise, allowing for them to be logged, tracked and hopefully finally resolved. A Help Desks will focus on facilitating the communication between support staff and end users to help solve problems, and its purpose is to keep things running on a day to day basis.

A Service Desk can be thought of a strategic big brother of the Help Desk, it can do everything the Help Desk does, but also allow you to plan, structure and provide the delivery a wide variety of IT services. Service Desks typically include elements such as a Service Catalog, which formalize the processes and resources required to deliver a particular service, and allows them to be requested either by an end user or internal customers such as members of the IT department.

In a Service Desk environment, communication is handled not only between end users and IT, but also internal IT communication as well. A Service Desk may also include an expanded scope and allow for the provision of support services for an entire organization, so called Enterprise Service Management , which may include Human Resources, Facilities, Accounting or Legal departments.

As technology has expanded ever further into our everyday lives, so help desk software has too. The software allows end-users and customers to enter tickets for themselves via a self-service portal — using a PC, tablet, or cell phone — and to monitor and check on the progress of those tickets in the same way.

And while the help desk software still supports help desk staff in taking calls and recording, allocating, and monitoring progress on tickets, it also allows for ever-increasing automation, capturing tickets directly from customers or technology, and allocating them according to preset rules, priorities, and circumstances — with notifications to end users, help desk agents, and managers as ticket statuses change or service level targets look likely to be breached.

The modern organization relies on fit-for-purpose software throughout the enterprise to support every aspect of its operations.

The IT help desk is no exception, and optimal help desk performance is highly dependent on good and appropriate help desk software being available to assist help desk agents and end-users. Want a cookie? No, literally. We have some. By submitting this form you agree to receive relevant marketing material from SysAid, subject to our Privacy Policy.