The 10 best web-based help desk software options for growing businessesĪ good way to understand the benefits of using a help desk is to learn more about the features of different help desk platforms. While there are benefits to both approaches, web-based solutions are easier to deploy and maintain, making them excellent choices for those just getting started with a ticketing system.Ĭustomer Service Help Desk Software: What To Look For and Must-Have Featuresĭiscover the top help desk features, learn how to evaluate them, and determine which are most valuable and necessary for your team. From that point, the software runs on the user’s system, keeping all stored data within their control. Then, to access and use the service, users pay the company a subscription or licensing fee.Īlternatively, with a self-hosted or on-premise help desk, the user pays a one-time fee to download the software to their servers. This means that the help desk company hosts the software and all user data on its servers. Web-based help desks are what is known as a software as a service, or SaaS, offering. Like email clients, help desk software can be web-based or self-hosted. For instance, a help desk will include collaborative tools that make it easier for teams to manage messages as a group and reporting dashboards to help measure ticket volume and agent productivity. Help desks perform this task more effectively than typical email because they are full of additional features that aren’t available as part of a standard email client. It does this by turning the contact - email, phone call, live chat message, or social media mention - into a ticket that you can use to track the request through to resolution. A help desk is software that enables teams to manage customer or user communications more effectively. To answer this question, we first have to start by defining the term help desk. If standard email clients aren’t working for your team anymore, it might be time to seek a dedicated tool like a web-based help desk. Poor support experiences can cause a breakdown in trust between you and your clients and can have a lasting impact on your brand. While it may be tempting to bury your head in the sand, you shouldn’t wait to make a change. Standard email clients like Gmail and Outlook don’t have the features necessary to provide quality support, but finding the right communications platform for your team can be overwhelming and expensive. Managing customer and client communications as a growing business is tough.
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