Help Desk Software
Published August 25th, 2016 by

4 Common Types of an Online Help Desk Tool That You Can Use

4 Common Types of an Online Help Desk Tool That You Can Use

Running a business is never an easy task. Apart from improving the sales, you also need to keep in mind of your customers. When it comes to clients, giving them high-quality products is not enough. You also need to give them good service. They should coincide together if you want to give them customer satisfaction.

However, there are times when the product doesn’t provide the service that the user needs. Though there are manuals provided, there are questions, which cannot be answered by these books. For this reason, you need to have a help desk team. These people will give their helping hands to those buyers who are in need. You just need to give them a call, and they will answer your queries.

However, not all businesses can hire a group of call center agents. Some can’t afford to hire these people because their firm is not as stable as others. Still, the size or the revenue shouldn’t hinder your business to give quality service. There is a tool that ensures customer satisfaction. This app is the help desk system.

However, there are a few things that you need to know about this software. In this article, you will learn what this product is. You will also learn the different types of help desk tools. We won’t keep you waiting any longer. Let’s begin the discussion.

What Is the Helpdesk?

There are numerous definitions regarding helpdesk. The explanation depends on the industry and the size of your business. In the enterprise industry, helpdesk refers to a place, in which information technology takes place. It’s where buyers call to get the help of the customer support staff.

In many firms, it refers to a person whom customers can talk to whenever a problem arises. That individual has an idea of how to fix the issue.

In larger corporations, it consists of people who know how a particular software works. It tracks the issue and analyzes the cause of the problem using certain applications.

In a broad sense, the term, “helpdesk,” is a centralized support to users given by the business. A more common term for the helpdesk is call center. It’s a place where customers can get help, place orders, monitor shipments, and so on.

The helpdesk industry has changed over the years. Gone are the days when their only choice was to hire customer representatives. As of today, the Internet has given business owners options for providing customer support. Manufacturers offer numerous web help desk tools to entrepreneurs, which they can use for their businesses. Listed below are some of these applications.

1 – Web Help Desk Tool

Also known as cloud or SaaS helpdesk software, it uses the provider’s server to host the tool. It includes data backup, technical support, and system upgrades and maintenance, which you need to pay monthly or annually. Users can access the system through the provider’s website or an app. Furthermore, information, such as customer data, queries, analytics, and tickets are on the server.

The amazing thing about this online help desk tool is that anyone can use it. It doesn’t matter whether you know how it works or not. It’s because the provider is responsible for managing almost everything. Hence, many small-scale and medium-scale enterprises use this tool as their support.

Another good thing about it is the cost. As mentioned earlier, you need to pay for this software monthly or annually, depending on the agreement. However, it doesn’t cost much compared to hiring customer support staff. You just need to pay a few bucks to use this helpdesk ticketing system.

Most of the web-based customer support tools have qualities that every company needs. These features include:

  1. Mobile applications
  2. Number of agents
  3. Add-ons or plug-ins
  4. Integration capabilities
  5. Additional features, such as content management, analytics, data management, and reporting

Apart from that, the cost is not constant. The payment changes every month, depending on your usage. It’s ideal for small-time business owners since they can pay their service, according to the company’s revenues.

However, this tool is not perfect. It still has glitches, which may disappoint users to get this app. Some of the disadvantages of this software are:

  1. Reappearing monthly expenses
  2. Information privacy
  3. Data protection

2 – On-Premise Help Desk Tool

It’s a licensed restrictive tool that business purchases and installs in its server to operate the system. Unlike the online support ticket system, it allows the company to maintain the system and to back up the data. Moreover, this tool only needs a one-time fee, unless you want to upgrade the system.

The primary benefit of this software is that the user owns and hosts the system. It gives you full control on information privacy and data protection. Since it gives you the power to manage the system, the app is made specifically for your business needs. Moreover, it’s expected to be flawless compared to the SaaS helpdesk software since you control the system.

However, you should never expect that this tool is perfect. It has drawbacks too. For one, it’s more expensive than the previous service desk ticketing system. You need to hire a team who will operate and maintain the program.

Another disadvantage is the scalability and flexibility of the software. It’s not as scalable as the cloud-based service desk. It’s also not as versatile as the standard helpdesk system.

Hosting service is also an issue. On-premise helpdesk uses a private server to host the system, which is more prone to security breaches.

Since this ticketing system requires investment and extensive customization, on-premise helpdesk software focuses on large corporations. Thus, people associate this tool with an enterprise helpdesk system. Technically speaking, they are two different helpdesk applications. Nonetheless, they provide support to the same type of industry.

3 – Enterprise Help Desk Tool

It’s one of the best online help desk tools. It has sophisticated features with standard qualities, such as knowledge base, ticketing, and time tracking. Some programs have survey management, IT asset supervision, service request satisfaction, and account management.

Aside from the scalability, it also provides internal support. To explain how this tool works, let’s use large enterprises as an example. Bigger companies have numerous departments. Each section has different needs. To give support to these branches; the head of each office should ask for assistance to ensure better service.

So if you’re running an aerospace engineering industry, you need to use an enterprise service desk software. It will assure that your employees are getting the right technical assistance at the right moment. Though this tool provides help to big corporations, each package offers different benefits. Some give a customized app for a particular business. Others implement standard protocols.

The enterprise helpdesk software is far more than just providing rapid assistance and service to customers. It also has qualities that will help in improving the overall efficiency of the company. These features include:

  1. Supporting real-time data produced by the software for CRM purposes.
  2. Improving communication between departments and increasing employee productivity.
  3. Controlling service expenses.
  4. Ensuring quality service desk management for internal and external users.

If these innovations are present, not only are you enhancing customer support. You’re also improving your relationship with your clients, not to mention the productivity of your business. Examples of this tool are Smart Service Desk ITSM, Oracle’s PeopleSoft Enterprise HelpDesk, ManageEngine ServiceDesk Plus, etc.

4 – Open-Source Help Desk Tool

The open-source ticketing system and the enterprise service desk tool use source codes. The only difference is the way of accessing the keys. In the open-source help desk software, developers are the ones who can enter the code. In the enterprise ticketing tool, users need to get a license before they can access it. Hence, this type of customer service software allows users to change or to improve the features of the system.

Since you can modify the program, you can add features, which you think are beneficial to your business and customers. You can even fix bugs and change processes. For these qualities, this tool is perfect for the computer programming firms and IT departments. As of today, there are numerous brands of help desk tools and services. You just need to read some reviews of online help desk tools before you make a choice.

The open source business supports collaboration between employees and departments to help improve productivity. However, open-source helpdesk tools aren’t known for collaborative efforts. People use it for developing new software. Companies that give this software may offer technical support or how-to guides for minimal costs. They can also provide a premium version of the program with the latest features.

An example of an open-source service desk solution is, the SugarCRM Open Source. It’s one of the leading providers of open-source help desk services that you can get on the Internet. The objective of the firm is to help companies to improve client retention by giving quality service to their customers.

Do you want to get top-notch helpdesk services for your business? Go to and read their help desk software reviews.

John Tovar

John specializes in the creation and planning of business-centric mobile applications and mobile website design and development.

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