October 17, 2024
When you work in a customer support centre, your daily work is inconsistent at best. You’ll be on one call for a few minutes, then you will be scrambling to answer another incoming question. That’s where help desk and ticketing system software come in handy.
A help desk software helps you manage incoming questions from as many channels your customers use, predict their needs, and send post-sales support—like those thank-you notes you receive after shopping.
In short, it attempts to automate the personal touch as much as possible, so your business can make the most efficient use of human resources.
This brings the question—
Which is the best help desk software on the market? And how do you find the right one for your company?
Well, you’re in luck—we rounded up a list of the 6 best help desk software below, so you don’t have to spend hours researching on your own.
Let's get started.
The good thing with Mevrik is that it's super straightforward. Very simply, when a customer sends a message to your business, the designated chatbot will either answer the customer questions or transfer it to your agents. Each of the agent transfer questions arrive at one unified inbox for easy tracking, management and collaboration.
Additionally from Mevrik, you can manage every aspect of your customer support strategy, starting with a CRM that gathers customer interactions data from multiple channels to a dynamic CSAT system that helps you create interactive feedback surveys.
See all pricing options here: Mevrik pricing.
It shouldn't come as a surprise that Freshdesk made it to the list as one of the best ticket management solutions—after all, it's known as one of the feature-rich CX tools available in the market.
One of Freshdesk's major selling points is that it provides a free option. You can add up to 2 agents in this plan and get access to a suite of help desk tools such as omnichannel support, intelligent routing, AI chatbot Freddy, and many more.
Fresh Desk also offers an extensive list of collaboration options, including private threads, discussion forums, parent/child ticketing, and shared ownership. The feature that stands out from this bunch is parent-child ticketing. You can split complex cases into child tickets and ask for expertise across organisations.
Happy Fox is a bit of a hidden gem in the customer support world, as all the attention goes to large names like Zendesk, Intercom, and Fresh Desk. This small but mighty software provides an impressive set of ticketing tools to minimise agents' burden.
When a customer sends a technical support request to the help desk team, the system automatically logs it, assigns it to expert agents, and provides options to track until the customer gets resolution.
Plus, you can add a to-do list for each of the assigned tickets and easily sort them into categories based on priority.
Hubspot has been dominating the customer relationship management sector for quite some time now, so it's hard not to include their help desk software HubSpot service hub.
Mostly popular among midsize to large businesses, this platform provides a centralised inbox to get a complete view of all customer interactions.
While a centralised inbox isn't anything different from other tools listed above, its collaboration tools make all the difference. You can simply add a comment to an email or chat to collaborate with other team members on a ticket.
Zoho is the help desk software of choice for enterprises. Thanks to its round-robin routing option, you can distribute a large volume of tickets evenly in a group and avoid any agent collusion.
The platform also comes with a stack of ticketing tools, such as shared inbox, that quickly bring all your emails and chats into one interface and enable collaboration. This is especially convenient when you have multiple marketing channels in place.
Moreover, Zoho's very own AI-powered virtual assistant, Zia, can perform sentiment analysis on customer tickers, figure out what exactly they are looking for, and answer their needs in seconds—so the interaction runs much more smoothly.
Spicework is only the free platform that made into this list, which for some individual or small companies, is a strong option to consider. But that is not the only thing to like about this platform.
One of spiceworks key strength is that it offers native mobile apps (available in both android and iOS). Unlike many ticketing systems that rely heavily on desktop interface, spiceworks can connect with your mobile device and help you monitor every incoming ticket. This means you can attend to your customers wherever you go and improve their satisfaction rate with fast reply.
Let's see some key features that you should look for while picking a ticket management software:
Customers nowadays engage in cross-channel shopping. They switch among websites, mobile apps, and physical platforms for a single purchase.
But in many brands, each channel is managed by separate departments, each with separate strategies, so the experience is not as seamless as many customers expect it to be.
By investing in a ticket management platform with omni-channel capabilities, you can resolve this issue instantly.
An omni-channel system connects several channels—online, mobile, and social—into a single location, allowing your brand to send context-driven responses to every customer interaction.
Typing responses to each customer can sometimes be very time-consuming and a bit overwhelming. AI tools like Mevrik Writing Assistant can instantly help you generate context-driven responses that will keep your customers engaged.
Additionally, a self-service tool like Mevrik Chatbot allows you to pre-populate the system with common queries, so when the customer comes asking some basic questions, they can get them instantly without waiting for business hours.
Digital interactions provide a chance for more comprehensive customer profiling and data collection. Thus, choose a platform that already has a built-in CRM or can be integrated with one.
A CRM system allows for the automatic saving of customer data from every touchpoint a customer has with your business. You can later retrieve this data to determine who bought what and when.
When you have a detailed understanding of each customer's needs and preferences, you can transform each business interaction into a personalised experience.
Another key feature to look for in a ticket management platform is a knowledge base system.
A knowledge base acts as a digital repository for how-to articles, video tutorials, and FAQs that cover common queries and concrete methods to resolve them. By doing this, both agents and customers can instantly access support information.
Pro Tip: Make sure to regularly add or update the content on your knowledge base so your customers can credit you as a source of current and helpful information.
Making a sale is just the first step in building a relationship with your customers. Your business needs to make sure customers can reach your brand as quickly as possible when it comes to looking for technical support, claims, refunds, and cancellation processes.
And a ticketing system like Mevrik can help you manage all this. You can instantly view all your incoming service requests, assign tasks to other members when necessary, and use CRM data to provide the right support. Sign up for a free trial today.
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