1. Solar Winds Web Help Desk
This particular software is known for its on-premises that installs on your web server but it is not available as a cloud service. It creates a system with administration tools and gives a professional look. The Web Help Desk utility helps to maintain a level of excellence for the company. This is essentially a ticket management system. It provides the functions required by the support staff and analysis required by management.
The reports that are created using this tool, track the performance in SLAs (service level agreements). Through this tool, you can even give your companies access to data views and reporting tools that would give them the information about your companies' performance. It works like a modern alarm clock that helps you alerting date related deadlines. The workflows can be adapted and escalated help the team leader switch resources to critical tasks.
It even includes a network asset discovery as well as infrastructure inventory management modules. This enables the Help Desk assistants to see if network problems or hardware failures could be the cause of user complaints.
2. Atera Help Desk
Atera Helpdesk is a platform to support teams. It is mainly directed at managed service providers (MSPs) but with that, this tool will also be suitable for the IT Help Desk in a multi-site organization.
The Atera package contains two essential elements which are remote monitoring and management (RMM) and professional services automation (PSA) modules.
RMM provides the tools to track and record the behaviour of remote equipment and allow access to the machines used for software updates and fault resolution. On the other hand, PSA is a team management module which is essential for any IT support department manager. PSA is considered essential for outsourced support services because it tracks performance for service level agreement (SLA) goals and helps is accurate billing. The PSA features of Atera have customer relationship management (CRM) screens. The ticketing system that is within Atera gives operatives a task to record and deliver overviews to the team managers. This helps the researchers to build a profile of the equipment on the premises of clients and log solutions for frequently occurring problems on those sites.
3. Solar Winds Service Desk
This ITSM solution delivers a Software-as-a-Service format. With this help desk, you don’t need to install or maintain any software on your site. The standard configuration of the SolarWinds Service Desk is entirely scalable as it is charged per agent and per monitored device. It is because of this very comprehensive Service Desk solution that it accessible to small enterprises as well as large corporations. The SolarWinds Service Desk aims to cover support functions that are essential to keep IT services up and running. These features involve a ticketing system with the purpose of solution tracking, and a knowledge base platform for making guidelines and the documentation accessible to the user community. The organizational features of Service Desk supports incident management, problem management, change management, and release management. It is a system which is created following the ITIL standards. It helps the user to track the planning, introduction, and monitoring of system extensions. The Configuration Management Database logs and tracks the software operating on your network. It looks after software versions and also tracks the interactions between software elements and alerts to any impact on performance that transfers from poorly integrated processes.
4. Manage Engine Service Desk Plus
ManageEngine is owned by Zoho Corp. Zoho has all its systems management tools under the ManageEngine name but there is a overlap between the identities of Zoho and ManageEngine resulting in Zoho Desk which is both through the Zoho website and the ManageEngine website. It is ranked as top brands in the system of tools market and the range of tools that the company offers can all be integrated. It is also available as a cloud-based service. It runs on Windows or Linux as well.
Service Desk Plus provides three different service levels. Standard is the cheapest option available which is targeted at IT help desks. If you need to add some sort of depth to help desk software there are high packages available. The software is available in almost every language including English, French, German, Spanish, Portuguese, Italian, Danish, Dutch, Polish, Norwegian, Swedish, Serbia, Russian, Chinese, and Vietnamese. In the Standard Package, a full range of filtering utilities are given which helps the users to solve their problems without contacting a help desk agent. A self service is deployed in the division which includes a portal that includes knowledge management base. Tickets can also be raised by phones, emails or even in a web form. You can assign tickets automatically to the agents and automation which includes packaged, standard tasks run without even tying up technicians in between.
5. Spice Works Help Desk
If you need a free help desk, there is no better option than Spice Works Help Desk. You can access in the cloud as well. It is also made available in an offline version which can be installed in Windows as well as Mac OS.
It makes a free network monitoring tool which facilitates you to get a lot of system administration from this company without paying a penny.
A significant advantage of the cloud version of the Help Desk is that it gives you access to it from anywhere with an internet connection. You can even get to the dashboard on a tablet or smartphone. This help desk can be installed on Android and iOS devices. Mobile access to this system proves to be a big advantage because if you have a small team and your top experts are frequently on the go. It also means you can stay on top of support performance while out of the office more functionality than the Cloud version and it can be integrated with Spiceworks’ network monitoring tool.
You might wonder how Spiceworks makes any money if it gives away all of its software. The answer is that its applications are ad-supported. You may find the advertising panel in the dashboard a little irksome. If you can’t live with the adverts, then you won’t be interested in Spiceworks because the company doesn’t offer a paid ad-free version of the Help Desk.
The main screen of the dashboard is customizable and adapts to different roles. The system will generate new tickets in response to emails and assign each task to an operator. Alternatively, you can allocate work manually. The operator’s dashboard includes notation and messaging features. Messages sent to and received from the user appear in chat format even if the communication is through email. The operator can close tickets once the complaint has been addressed.
6. Zoho Desk
Zoho produces accounting software and has an excellent systems administration software division. Zoho Desk is its help desk offering. This tool is accessed on the Cloud. It supports both external customers and other departments of the company.
Support operatives get a dashboard that organizes open tickets by time frame. These categories need to be defined by management, but they show which tickets are overdue, which are nearing their critical solution time, and which are new with plenty of time on the clock. Other operative facilities include the steps for managing a ticket. The support team member just progresses through those steps to resolve a ticket. This dashboard layout creates a working framework for each team member and establishes correct routines to reduce corner-cutting. Communications with the users are made through a single dashboard panel no matter what method of delivery those messages use. The messaging system enables the help desk responder to include back-office specialists on a ticket to collaborate on providing a solution.
As Zoho Desk is hosted in the Cloud, team members do not have to be within sight of each other. This allows support staff to work from home. For essential services, you can group together contributors at different locations around the globe to ensure a solution will be worked on around the clock. Zoho delivers apps for Android and iOS so your team members can access their dashboards while on the move. Self-service features of the system include a knowledge base facility that helps users find answers to their problems without tying up support staff.
Forum pages allow users to post their experience in solving problems so that others may learn from that information. Users can also post questions for the community to seek solutions and tips on getting the most out of the office system. A wide range of contact methods includes phone, email, chat, and social media. However, if you want to restrict the channels through which users and customers can communicate problems with the help team, just leave those facilities disabled. You can integrate a ticket submission page into your website with a customizable form.
Spider India is a recognized firm working in Chennai, India. It is a mobile app development company which would answer to your all kinds of application needs. We have a dedicated team for design as well as development for the app. Communicate with us, tell us your requirements and we will come up with the right solutions. Making specialized apps for your company and providing unforgettable services is our motive. We help make your digital aspirations a reality. From developing an application, communicating and implementing your own creativity and providing the best marketing strategies for the success of your application is what we strive to give. Our past customers have been really happy with our services. We believe in constant growth, we believe in continuous improvement since no one is perfect but we also believe that your product can be perfect.
When every aspect of the business is already a risk, why take one more and remain ambiguous?
