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Published October 11th, 2016 by

5 Help Desk Software in the Market and What Their Clients Say About Them

5 Help Desk Software in the Market and What Their Clients Say About Them

Automating IT request processes is very important to a number of business today. It cuts the time of manually processing requests of both the clients and employees and also increase the production of the company by streamlining important tasks and organizing business workflow better. There are a number of these software that you can choose from today based on the number of agents you have and the features you need for your business operation.

There are a number of considerations that you need to make in order to select the best customer support tools. For more comprehensive tips, you can read our article on how to select the best help desk software. To give you an idea of the customer support tool that is available today, here are 5 examples of Help Desk Software and their respective customer reviews.

  1. Samanage

Samanage provides a long list of IT solutions like IT help desk software for businesses. This is a cloud-based service that can be fully integrated with Google Apps, Dropbox, Drive, OneLogin, Chatter, OKTA Zapier, and more. You may also integrate it with your email. It also features a built-in survey that your customers can use to submit their feedback about the services they received. For users who want to get to the bottom of their issues immediately, they can use the self-help portal feature of this help desk online tool. It is an affordable tool ideal for any size of business.

Reviews of customer support tools reveal that Samanage gives their customers the advantage of checking all of the concerns submitted by customers. It doesn’t need to be installed in any of your devices. Users of the software can simply send their concerns via the self-help portal or through the integrated email. Users can easily go through the knowledge base of the software to find the necessary information they can use to fix their issues on their own.

As for the negative part of this software, some of the reviews say that even with the number of features that Samanage offers, it still lacks advance features like the SSO component. Reviews also say that the software has an unappealing layout. Some of their verified customers are also concerned about the lack of proper notification for the software updates. Reviews also note that the mobile version of this software can be a bit hard to use.

  1. Vision Helpdesk

Vision helpdesk is an all-in-one Help desk software for IT. It can work across different channels like Facebook, Twitter, email, chat messenger, and phone. You have the option to automate your help desk online support software based on specific events or criteria. This software lets the users set up the hours when clients or employees can access the support software to submit their concerns. You can also create multiple SLA and alert rules to lessen the time your customers have to wait for the resolution of their issues. You also have the option to automate multiple ticket operations with just one click. Apart from their advanced technical features, they are also well known for the ability to gamify the platform to increase productivity and encourage employees to use the software. If you want to try the features of this software before you purchase the premium version, you can try their free help desk software version first.

Customer reviews of Vision helpdesk commend the simplicity of the software’s dashboard. According to their verified customers, the software is fairly easy to use, thanks to its app integration and its centralized portal. The pricing is also affordable for many customers. Although there were customer reviews that gave negative comments about the support department of Vision helpdesk, most of the reviewers say that their response team resolves issues fast.

There weren’t a lot of complaints about the software. Customers just shared a few things they wish the company would provide to upgrade the documentation, the remote desktop feature, and billing function.

  1. Desk.com

Desk.com offers multichannel help desk ticketing support to help customers manage reports more conveniently. This cuts down the extra hours used to maintain every support channel you utilize. The software is easy to set up, so you don’t need to worry about having a technical background. The software offers mobile support to help you manage your business anywhere you are. To help you manage the different case reports, the software is equipped with intelligent tools. Furthermore, the automation lets you manage your support tasks better so you can work on the more important and complex tasks.

Users commend the intuitive interface of this help desk software. As mentioned earlier, installing the software is easy. With just a few clicks, you can set it up according to your preference. Reviewers are also quite happy about how the software lets you undo messages that you just sent. Its mobile version is also easy to use according to its verified users, making it more convenient to handle support concerns anywhere. Reviewers also point out how they love the detailed knowledge base of the Desk.com software. While the software has a considerably higher price tag compared to other software featured here, users take note that they are very satisfied.

With regard to the negative comments, some noted how they experienced system lags. As written in the reviews, the support team of Desk.com immediately addressed the concern after users report it. Apart from this issue, there aren’t other concerns cited in the reviews. Users only wish for the software to get more business customization to limit resolution time in sending emails to specific clients or software users.

  1. Bomgar

Like most of the software listed here, Bomgar’s help desk software also operates across every platform; however, it sets itself apart among its competitors with high security features integration. There are also several service desk integrations for stronger support process. It also has click-to-chat features, so your support team can talk to end faster. With this help desk software with mobile app, you can also create, catalogue, and organize pre-made scripts. You can also monitor every agent session in real time to make sure that every process runs smoothly.

Users are very satisfied on the remote access of this IT support help desk software. They also love how easy it is to share screens to facilitate faster explanation between users. Customers can easily report their concerns and use the screen share option to show your support representatives the issue. Users also commend the built-in transfer tool of the software that lets users send files across different registered devices.

The biggest concern by most of the users is the level of complexity of the software. In most reviews, users share how they had a hard time to get used to the software. Another concern is the software’s incompatibility with some mobile brands. Reviews mention about its incompatibility with apple mobile devices. For small business owners, it can also be hard to keep up with the price of Bomgar’s help desk online support tool. Users also complain about the pop-out messages that appear once you max out the software limits.

  1. LiveChat

LiveChat indulges customers with a number of benefits. One of which is the message sneak peek for the chat tools. With the chat tool of this software, you can send the files you need to share with the end user. For documentation purposes, you can readily download the chat transcripts. In terms of customizing this IT support help desk tool, you can use the CSS customization to input code that would change the layout of the chat box. The software also features automatic greeting that you can customize according to your preference.

According to LiveChat reviews, this software is easy to install. It’s also very simple to use for team support chat. You can add members to the team chat to coordinate work processes faster. One particular review emphasized LiveChat’s ability to improve the conversion rate of your business through effective chat support system that eliminates the need for follow-up reports.

However, users aren’t too happy about its incompatibility with third party software integration. While there aren’t any significant complaints about this help desk software for IT support, users took notice of the lack of real time translation services, which can be a huge deal breaker for some businesses. Other users also hope that the software is upgraded to improve its intuition and increase customization options for the user interface.

These five software examples are just among the many best help desk software you can choose from. Each have their own pros and cons, so it’s best to read help desk software comparison to gauge how a particular software provider can help you achieve your business goals. For those who aren’t fully convince to use a help desk support software yet, you can check out our why use help desk software article to get a full grasp of the numerous benefits of this tool.

Haven’t decided what IT help desk software provider to go with yet? Check CrowReviews.com’s Help Desk Software reviews to see other companies used by businesses today and learn what services they have to offer to their customers.

John Tovar

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

Our rankings are completely independent, transparent, and community driven; they are based on user reviews and client sentiment. These help desk software companies had to earn their way up and didn't just pay their way up.

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