Ticket System for Technical Support – The Future of Organizations

Modern helpdesk solutions help optimize technical support by offering time-saving tools, such as user self-service, business process automation, knowledge base, etc. The above features allow one to organize his workload properly as well as set up processes inside the entire enterprise in the most effective and easy-to-follow way.  Thus, to achieve the highest profitability, you need to pick a software solution that meets all your needs. In this post, we have prepared for you a selection of top ticket systems.

Free Ticketing Solutions for Technical Support

Some helpdesk systems can be downloaded for free on the Internet. However, before making a choice, you need to explore all possible options and study all their features:

  • HESK is a freeware program for customer support. The program boasts of a wide set of functions: request submission, spam protection, email notifications, access restriction, knowledge base, response templates, ranking calculation, report creation, etc.
  • OsTicket is a popular and widely used support system. The solution is available in 2 versions: downloadable and hosted. The first is free of charge and can be placed on the company’s service, whereas the second one is called SupportSystem and is a paid service with secure cloud hosting.
  • Spiceworks is also free software for IT companies. This customer support service has a variety of tools, including a network manager, questions/ answers section, and many others. This technical support software has functions for accepting applications through the web interface and email, automating requests, the knowledge base, etc.

Paid User Support Programs

  • Vision Helpdesk is a multi-channel software solution that is perfectly suited for technical support. The program is distinguished by its advanced functionality, which includes a satellite user support system, query accounting, and much more. Further, the software product can combine individual support services into one common package. The presence of additional modules and external applications allows you to extend the functionality of the program.
  • Zendesk is today one of the best special software in this area. The solution is specially designed to fully meet the needs of not only consumers but also company managers. The user-friendly interface of the solution gives users the ability to send requests through different channels (via a website, email, social network, telephone, etc.). Support specialists can view customer profiles and conversation history; managers receive analytical data and reports.
  • Freshdesk is a well-proven app for premium user support programs. The product is not inferior to Zendesk if you take into account its functionality and ease of use. The program enables users to easily submit applications, and Service Desk staff can quickly deal with them.
  • HelpSpot is a comprehensive and highly intuitive web-based system with many important features. These include a centralized HelpDesk portal, request management, different filters, a responsive interface for mobile devices, time tracking, benchmarking, multi-brand support, executive reporting, and many other useful options.

This list can be extended. So if you need a reliable helpdesk solution, you can easily use any program from the list.

Modules & Features in Modern HelpDesk Software

There is a big number of user support systems on the market – each claim to be one of the kind, uniques, and universal. Nevertheless, most of them are based on similar ideas – task/ request automation will increase your leads thus boosting your profitability. So if you want to increase your profit without wasting a lot on hiring new people and increasing your workforce, then it is time to consider using helpdesk software or ticketing systems. How to choose the right user support system? What to look for? Let’s talk about the most critical modules and features a quality helpdesk program should have.

What Is Important in HelpDesk Software?

HelpDesk and ServiceDesk systems are designed to significantly increase the quality of support and customer service provided. The reality is that most companies have their own unique processes and workflows. Fortunately, existing solutions are quite flexible and versatile, and there is the possibility of adapting them to any workflow.

HelpDesk Architecture

Of course, each specific system may include additional functionality based on the needs of the company. However, the general principle in all the systems is the same. It includes the following components:

  • Case reporting module;
  • Application database;
  • Application status and alert tracking system;
  • Knowledge base to resolve typical incidents;
  • Varied channels of communication, such as live chat software;
  • Customizable templates for standard reporting and monitoring.

Having all these in place, you can organize the work of the team in the most effective way. As a result, your customers will receive timely assistance and will be happy about the service.

Main Advantages of Professional HelpDesk Solutions

Based on the above, helpdesk software will allow you to arrange workflows and request handling in the most effective way. However, when making use of a professional software solution, you have even more perks:

  • Easy interface for both a user and admin;
  • Sending automatic responses to user requests allows you to unload support staff and provide instant answers to typical requests;
  • Automatic notification of the user about receiving the request and assigning it an ID number;
  • Conducting correspondence by e-mail and through the interface of the site;
  • Automatic merging of requests in an easy-to-follow way with the ability to view the entire correspondence;
  • Automatic calculation of the approximate response time for each ticket;
  • Forward requests to departments of the company with the appointment of responsible persons for each department;
  • Prepare email templates for automatic responses and notifications;
  • Unlimited number of external users and support staff;
  • Saving the full history of hits for each user;
  • Availability of information about the status of the request in the user’s personal account;
  • Solving the problems of managing customer requests, regardless of the scope of the company.

Of course, you can set up and adjust some extra features of helpdesk software to make sure it meets the specific needs of your company/project or team. For example, you can configure live chat software to ensure fast and efficient interaction with your customers.