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Helpdesk & Ticketing Tools

List of Top Helpdesk & Ticketing Tools

Freshdesk

Freshdesk

By Freshworks

4

Price: 1399.00 INR /month

Freshdesk is a productivity software. It's a customer support software that helps businesses manage customer conversation from a single platform, create auto-responses to common queries and collaborate better with other teams to resolve issues.

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ManageEngine SupportCenter Plus

ManageEngine SupportCenter Plus

By Zoho

4

Price: 61425.00 INR /Year

A web-based customer support/help desk/ticketing tool that lets organization effectively manage customer tickets, their account/contact information, service contracts to provide superior customer experience. The solution also facilitates.

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Zoho Assist

Zoho Assist

By Zoho

1

Price: 720.00 INR /Month

Zoho Assist is productivity software that provides you with the facility to raise tickets. It offers you the opportunity to share analytics and encourages reporting. Zoho Assist can efficiently manage your helpdesk and customer support. Scheduling.

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IT Service Management

Servicenow IT Service Management

By Servicenow

2

PRICE ON REQUEST

ServiceNow IT Service Management Software helps businesses achieve end-to-end efficiency in their IT infrastructure with a cloud-based platform. With Servicenow, businesses can consolidate fragmented IT tools and systems while automating service.

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LiveZilla

LiveZilla

By LiveZilla

2

Price: 11990.00 INR /Lifetime

LiveZilla Live Support Software featuring Live Chats, Real Time Visitor Monitoring, Online Customer Support, Ticket System, WebCam Chats and Operator to Operator Chats. Use LiveZilla to provide Live Chats and monitor your website visitors in.

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zoho-desk

Zoho Desk

By Zoho

1

Price: 900.00 INR /Month

Zoho Desk is a client management software that integrates with most of the social media platforms such as Facebook, Twitter and so on. Responding to calls, e-mails, posts, etc. can now be managed from the same interface. Zoho Desk is a contact.

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Faveo Helpdesk

Faveo Helpdesk

By Ladybird

2

Price: 5999.00 INR /Lifetime

Faveo is an automated helpdesk software that assists businesses with ticketing, SLA, and priority management. The Faveo utility software is designed with startups and SMEs in mind and provides many essential features to make their helpdesk process.

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IOP Technologies

IOP Service Request Management

By IOP Tech

1

PRICE ON REQUEST

SRM is a helpdesk software solution catering to track problems or service issues for closure/solution and undertaking analytics on agents, issues or problem areas. This intuitive solution facilitates small office work assignments and tracking,.

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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

By Zoho

1

Price: 220000.00 INR

ServiceDesk Plus by ManageEngine is an IT service desk software designed to take care of all your essential IT tasks. From incident management to project management to problem management, every task becomes a breezy affair with Service Desk Plus..

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HelpDesk Solution

PTSOL HelpDesk Solution

By PTSOL

1

PRICE ON REQUEST

EAMbrace-HelpDesk Solution is targeted towards streamlining an organization’s HelpDesk/Ticketing process. The solution helps user simplify and automate helpdesk/ticket management and lets them operate beyond traditional methods of lodging call.

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Spiceworks

Spiceworks

By Spiceworks

1

PRICE ON REQUEST

Spiceworks helps you run a ship-shape help desk, at the office and on the road. It acts as a customer service software and helps you manage user tickets. It intends to make the flow of your organization as streamlined as possible following the.

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CZ Helpdesk

C-Zentrix CZ Helpdesk

By C-Zentrix

3

PRICE ON REQUEST

CZ Helpdesk provides a multi-channel platform to register any complaint or query with the central help desk of the enterprise using Voice Call, Email, SMS, Social Media, Chat or Bot. The system generates an automated ticket number which is provided.

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LiveAgent

LiveAgent

By QualityUnit

4

Price: 639.00 INR /User per month

Great customer service starts with better help desk software. Unlike any other solution on the market, LiveAgent features all support channels (email, live chat, social, knowledge base, voice) in 1 place.

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SOTI Assist

SOTI Assist

By SOTI India

0

PRICE ON REQUEST

SOTI Assist is a help desk solution developed to help organizations fix problems of various devices used by their remote workforce. SOTI Assist ensures that fixing the problem of remote devices doesn't prove to be difficult and costly in terms of.

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Royal Applications Royal Tickets

Royal Tickets

By Royal Applications

0

PRICE ON REQUEST/license

Royal Tickets is a full featured UserVoice client for iPhone and iPad. It gives you the power to answer, reassign, close, mark as spam and delete UserVoice support tickets. Answer tickets faster by inserting canned responses. Find tickets quickly.

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SolarWinds Help Desk Essentials Pack

SolarWinds Help Desk Essentials Pack

By SolarWinds

3

PRICE ON REQUEST

The integration of Web Help Desk™ and Dameware® Remote Support enables you to simplify ITSM from ticket request to resolution. SolarWind Helpdesk Essentials Pack remove the need to manually manage support tickets and start using remote access to.

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SolarWinds Web Help Desk

SolarWinds Web Help Desk

By SolarWinds

2

PRICE ON REQUEST

SolarWinds’ Web Help Desk is a help desk ticketing and asset management software which helps simplify service management with unified ticketing, asset, knowledge, and change management. Using this solution, you can automate service request.

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What is a Helpdesk Ticketing Software?

Helpdesk and ticketing software is a software application that can be used to address the complaints and queries of customers efficiently. It is a customer support software that automates complaint resolution process with ticket management.

As the market competition is increasing, the importance of customer support is increasing by the day. Customers are the ultimate driving force towards the success of any organization. Therefore, it is highly important to gain new customers and retain the existing one by supporting them with their issues and problems. In earlier days, people used to juggle within the manual processes of maintained a spreadsheet for each and every issue, or simply write them down on a sheet of paper. There was no proper management within the system which leads in hiring more resources and consuming more time. Helpdesk ticketing software enables you to do exactly the same. It provides a unified interface which reduces manual work, enables call management and helps in performance analysis.

 

Why Do We Need Helpdesk Ticketing Software?

You might think why should I need a helpdesk ticketing software. Well if you are a service-oriented company, whether its B2B or B2C, you need a helpdesk software to resolve and answer your customer's complaints and queries. Helpdesk ticketing software is extremely important to increase the efficiency of your customer relationship building efforts. It reduces manual work to a great extent. There's no need to maintain manual registers or huge spreadsheets as it generates tickets automatically. If you miss a call, you are missing a potential customer. Helpdesk software helps you connect with customers and log their information into the system. It has a built-in call management system which helps in faster ticket resolution and the multi-channel customer support feature enables resource optimization. Helpdesk ticketing software allows you to generate timely reports about the calls received, answered and missed. You can also use these reports to evaluate your service agents' performance regularly.
 

Features of Helpdesk Ticketing Software

  1. Ticket Management: A ticket is basically a customer's query or complaint. A ticket is raised through call, email or social media. The customer support executives then answer these queries to resolve the customer's problems or to handle their enquiries. Status of these tickets can be tracked or updated in the system at any point of time. 

 

  1. Database Management: The ticket system acts as an online database. It contains information about the customers that the helpdesk executives can use to solve and answer their customer efficiently.

 

  1. Quality Management: You can send a customer's queries or concern to the desired person, whether he/she is in IT, operations, marketing or sales directly through helpdesk software. This ensures a smooth flow of processes and increase efficiency.

 

  1. Comprehensive Answering: There will never be a situation where a query or concern of the customer is lost. Helpdesk software ensures that you achieve 100% attainability and that no client is lost in the process.

 

  1. Query Assignment: Queries can be assigned automatically with the help of ticket tools software. It can also notify you when a query is not answered or is taking too long to be resolved.

 

  1. Resource Optimization: You can keep a tap on what your customer service reps are doing with a helpdesk software. You can also specify roles and assign specific tasks. This way, your resources can be optimized and your team can perform effectively.

 

  1. FAQs Management: This feature is very helpful to the customer support executives. Most ticketing software let you create answer templates on the basis of frequently asked questions. This will make the work of executives easier, as they don't have to answer the same query every time and they can focus on other critical customer queries. Customers can resolve their queries by referring to the knowledge management database directly. The responses to these queries will be generated automatically.

 

  1. Resolution Rate: Customer support executives can now resolve tickets faster by connecting with the in-house experts and accessing the product description in a second. They can also categorize tickets on the basis of their priorities and send the most urgent ones to the top, so that they can be resolved at the earliest.

 

  1. Standard Environment: The best practices of resolving a query or a complaint are recorded in the form of audio or written notes in the helpdesk ticketing system so that they can be referred by new and existing customer service associates as and when needed.

 

  1. Reports Generation: All reports related to the team, their performance, tickets raised, tickets missed, resolution rate, etc. can be generated for important insights. You can create customized reports as per your organization's needs. If you are a supervisor, you can generate reports on executive performance and customer satisfaction. As a technician, you can generate reports on ticket status and ticket resolution. You can also schedule automatic delivery of these reports to your employees through email.

 

Benefits of Helpdesk Ticketing Software

Among the several benefits of the helpdesk software, here are the few that will make a major difference in your business and its functions:

1. Reduces manual work

Remember when maintaining a register or an excel sheet for all the customer queries was such a task? Not anymore! Ticketing tools enable you to redirect customer inquiries and complaints to the staff who can solve them. This feature ensures that every ticket is resolved as soon as it is generated. It sends automatic notifications from time to time as well.

2. Enables call management

It can be a daunting task to manage calls, particularly if you receive a lot of them. The chance of missing out on a caller means that you might lose a customer. Helpdesk ticketing software lets customer service executives to receive and answer calls from the customers and log all their information into the system. It also helps service reps to connect with their customers and answer their queries through social media.

3. Faster ticket resolution:

Using spreadsheets for handling customer queries is extremely messy and slow. However, your customers wouldn't care if your system is slow or you lost the file. Ticketing software helps reduce the monotonous tasks by making the process faster.

4. Having well-informed customers:

Customers also like to know where their request is and if it’s proceeding or not. You can send out regular updates to the customers via? so that your customers stay well informed and satisfied.

5. Multi-channel customer support:

Ticketing tool software gives the liberty to your customers to connect with customer support executives through multiple channels. It can be voice, email, social media, etc.  With the integration of helpdesk software with CRM, email marketing, social media management tools, businesses can manage their customer service holistically. The software further converts queries into tickets to be assigned as per the priority to service desk agents.

6. Unified Interface:

Customer support executives can now view everything at one place, be it customer's information or interaction history, transfer calls to any desired individual, and also access information about any product or service that the customer wants to know.

7. Knowledge base:

Ticketing software can record and archive the most asked questions and the solutions to exceptional questions for the customer support executives' reference.

8. Helpful in monitoring and reporting:

It enables you to supervise various activities and generate reports and charts. You can analyze the performance of individual customer service executives with the help of these reports.

9. Seamless functioning:

Creation of tickets, assignment of tickets, merging of tickets, editing customer's information and resolution of tickets can be done seamlessly through helpdesk ticketing system software.

10. Helps in performance analysis

Back in the day, you didn't really have a system for generating timely reports or analyze the performance of your employees. But with the help of ticketing software, you can now capture all the crucial information and data and later use them at your convenience. Managers can take the help of this data to drive their workforce effectively. 

Helpdesk Ticketing Software FAQs

Q. Why should my business use a helpdesk ticketing software?

If you run a business that is service oriented, whether its B2B or B2C, you need a helpdesk ticketing software to resolve and answer your customer's complaints, queries, feedback and grievances.

Q. How does a helpdesk software work?

Helpdesk and ticketing system work as an integrated platform which can be accessed by the helpdesk executives of the organization to access a customer's query or complaints, transfer their calls, prioritize their complaints etc.

Q. Why is helpdesk ticketing software important?

Helpdesk ticketing software is important because when you are dealing with customers for your business, you have to attend their queries or complaints promptly if you don’t want to lose their support. Customer satisfaction is extremely important for any business to grow further.

Q. Should I purchase a helpdesk software if I have a small team?

Yes, because a small team would have a greater amount of work on each individual. A helpdesk software would help you smooth the process of handling angry or irritated customer easily.

Q. Can helpdesk ticketing software help me find more leads?

Yes, helpdesk ticketing software can help you find more leads as you are connecting with the customers directly through this tool. The people who call in for queries can be easily transformed into customers if they are satisfied with your services.

Q. Do I need to dedicate a lot of resources to train my employees in using helpdesk software?

No. Helpdesk software is very easy to use and ay need just a little bit of training.

 

How to Choose Help Desk Software

Finding the right helpdesk and ticketing software may seem like a difficult task. But once you know its functions, it will ease your day-to-day hassle of maintaining a spreadsheet. Before buying a ticketing software, make sure you follow the given points:

Fix your objective

Different businesses have different needs. Make sure you select the kind of software which is suitable for your business. Figuring out the aim of your business and then ordering a software is the way to go. Mention a scenario here

Ease of use

Most ticketing tools are easy to use, but make sure that you are able to understand and operate the software easily once it’s implemented within your process. Any software that you cannot understand will result in wasting both time and efforts.

Vendor support system

If you face any issue with the software, you would need a vendor support executive to fix it. Make sure the vendor has an efficient after sales service because delay in fixing the issue can take a major toll on your business.

Ask for a demo

Before buying a helpdesk and ticketing software, make sure that you ask the vendor to give you a free demo. This would help you understand the software better and would let you make a sound judgment of buying or rejecting the software.

 

List of Best Helpdesk Ticketing Software

Here is the best helpdesk software available in India:

 

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