The 11 Greatest Assist Desk Software program for 2024

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Whether or not you’re a web-based enterprise or a brick and mortar retailer, maintaining with buyer requests is a crucial a part of delivering an excellent buyer expertise (CX). As CX continues to be a key differentiator for manufacturers — simply as Gartner predicted years in the past — they want a devoted device to assist them communicate with prospects.

The device of selection for a lot of companies is a assist desk.

It is a chapter in our Final Information to Setting Up a Assist Desk System. While you’re prepared, try the opposite chapters:

Table of Contents

What’s assist desk software program?

Assist desk software program helps corporations set up, handle, and reply to service requests. It’s helpful for each exterior requests from prospects and inside requests from crew members.

Utilizing a assist desk platform is a good way to enhance your buyer expertise — 75% of shoppers need a constant expertise, no matter how they have interaction an organization (by means of social media, in particular person, by telephone, and many others.) — as a result of it consolidates your whole buyer help interactions into one omnichannel device.

Assist desks could embrace a wide range of options like a shared inbox, data base software program, and a reside chat answer. Nevertheless, not all assist desks embrace the entire instruments talked about.

What assist desk software program options are essential to search for?

Relying in your particular use case, some options will probably be extra essential than others. That stated, whether or not you’re utilizing a assist desk for inside or exterior conversations, there are just a few key options to search for.

Straightforward-to-use interface

Any new software program takes time to be taught. Nevertheless, some instruments have a lot shorter studying curves than others. The faster you’re in a position to prepare brokers, the faster they’re in a position to get again to doing what they do finest: supporting others.

You also needs to see what the expertise is like from the shopper facet of the equation. For instance, is it straightforward to ship in a request? Does the platform make the forwards and backwards between you and the software program’s help crew really feel straightforward and ache free? What’s the chat interface like? What in regards to the assist middle?

Collaboration and productiveness instruments to assist automate your workflow

Two of the largest advantages of utilizing a assist desk device are the flexibility to streamline work and to collaborate with others.

Search for a assist desk with a shared inbox and useful collaboration options like non-public notes, saved replies, and collision detection. You also needs to preserve a watch out for options that may assist increase effectivity, corresponding to workflows that enable you to automate guide duties and AI assist desk instruments that may enable you to tackle buyer or worker wants extra shortly.

Self-service options for higher service experiences

Search for software program that may assist prospects and end-users discover solutions on their very own. This may be finished by means of a data base answer the place solutions to FAQs and different essential info may be printed.

Alternatively, some organizations could need to embrace chatbots as a part of their help technique. When finished properly, help chatbots may also help with answering easy questions like offering order updates and giving standing updates on excellent help tickets.

Reporting and metrics

Although not each a part of what makes an excellent buyer expertise may be quantified, there are many issues that may be. With entry to reporting and metrics instruments, you’re higher in a position to perceive which areas you excel in and the place you continue to have room for enchancment.

Scalability that will help you develop

Whether or not you are seeking to buy a assist desk software program answer in your faculty or your organization, one factor is for certain: As your crew continues to develop and alter, so will your wants. Since switching assist desks is a giant endeavor, discovering an answer that may develop with you is essential.

It’s finest to search for a device that can work properly for a minimum of the subsequent 18-24 months. Something lower than that and also you may be setting your self up for a future headache. Something past that timeframe will get fairly exhausting to reliably predict.

High quality buyer help

Irrespective of how user-friendly a device is, likelihood is you’ll have questions on it in some unspecified time in the future. Although you might assume individuals making assist desk ticketing software program could be nice at offering help, that’s not all the time the case.

Upon getting an inventory of significant contenders, check out every of their data bases to see how complete their content material is and the way straightforward it’s to navigate. You also needs to be aware of the totally different ways in which the corporate supplies help (which channels, and many others.), then ship just a few requests to their help crew to see how shortly they reply and the way useful they’re in your interactions total.

The 11 finest assist desk software program for 2024

Assist Scout
Hiver
Zendesk
Entrance
Gorgias
Kustomer
Google Collaborative Inbox
Freshdesk
Zoho Desk
SysAid
Jira Service Administration

1. Assist Scout

Greatest total assist desk software program for groups who prioritize buyer satisfaction.

Assist Scout is an entire customer support platform with every thing it’s essential to ship an impressive buyer expertise. Past help, Assist Scout can also be an excellent communication device for different departments, corresponding to human sources, IT companies, and accounting. It’s additionally appropriate to be used throughout many industries like training and actual property and may be configured to be HIPAA compliant, making it a stable selection for these within the healthcare business.

This part will take a deep dive into Assist Scout’s core instruments in addition to a few different issues that make Assist Scout particular:

Inbox

One of many trickiest issues about managing buyer and consumer communications as a crew is protecting these communications organized. Assist Scout’s Inbox is designed to deliver your whole buyer conversations into one place, making it simpler so that you can collaborate, keep organized, and improve your crew or group’s effectivity.

Channels

It’s essential to satisfy prospects, shoppers, and sufferers the place they’re, which is why Assist Scout helps in style channels like e mail, reside chat, and social media platforms like Instagram and Fb Messenger. Produce other channels you’d wish to handle? Take a look at our integrations web page to deliver different contact varieties like textual content messages and voice into your Assist Scout inbox.

Saved replies

Whereas some messages could also be one among a sort, most assist desk queues see a variety of repeats. Saved replies mean you can create templated responses for your whole FAQs, getting each brokers and prospects again on observe extra shortly.

Inside notes and @mentions

A number of emails and lengthy forwarded threads can get unwieldy quick, so Assist Scout lets you tag teammates in inside notes proper within the dialog window. This retains all communications in regards to the case organized, documented, and straightforward to reference.

Collision detection

A number of agent replies could make for a confused buyer, which is why Assist Scout’s collision detection is so essential. The function makes it straightforward to inform whether or not somebody is viewing or responding to a message with only a look, protecting everybody on observe and off one another’s toes.

Snooze and ship later

Should you aren’t prepared to answer a buyer or must remind your self to observe up, you’ll be able to snooze a dialog to briefly take away it from the queue. In instances the place you need to reply to a buyer now however have it delivered at one other time, you can even select to have the message ship later.

Keyboard shortcuts

While you’re within the queue, each second counts. Whereas the time spent shifting from keyboard to mouse could not appear to be lots, it provides up! Assist Scout’s keyboard shortcuts enable brokers to deal with many duties like assigning conversations, inserting photographs into replies, including inside notes, and extra, all with out taking your fingers off the keyboard.

Tags and customized fields

Discovering conversations on a particular subject may be like looking for a needle in a haystack, which is why tags and customized fields could be a sport changer for a lot of groups. Tags are labels that you would be able to add to conversations that will help you observe particular teams of messages. Use tags for issues like monitoring VIP instances, buyer suggestions, and extra. Customized fields are related however are for extra basic issues that you simply would possibly need to observe throughout your whole conversations, like kind of request (bug report, billing problem, and many others.).

Views

Have to group conversations by a particular subject? Inbox views allow you to give attention to a particular phase of messages. Views may be created utilizing a number of totally different standards like tags, assignments, wait time, and extra.

Workflows

One other Assist Scout function that may prevent time is workflows. Workflows are a approach so that you can automate repetitive duties to assist lower busy work and improve productiveness. Workflows depend on if/then statements and may automate duties like dialog assignments, tagging, or organising autoresponders.

Buyer administration

Buyer profiles show useful info like a buyer’s firm, e mail tackle, location, and former help interactions proper from the dialog sidebar. Use buyer profiles to provide you the entire particulars it’s essential to present contextual, personalised help experiences that enhance buyer satisfaction.

Cellular apps

Along with its desktop app, Assist Scout affords each iOS and Android apps, permitting busy groups to remain related whether or not within the workplace or on the go.

Buyer satisfaction scores

Should you’re questioning in case your help made the grade or missed the mark, Assist Scout’s buyer satisfaction (CSAT) surveys may also help you discover out. Electronic mail and chat prospects are requested to price the service they acquired as Nice, Okay, or Not Good, and they’re additionally provided an opportunity to go away a remark to offer extra context for his or her response.

Docs

Assist Scout’s data base device is named Docs. It is a self-service answer that permits your crew to construct and publish inside or exterior assist documentation for workers or prospects in minutes.

A brand new (and improved) editor

Simply create media-rich documentation utilizing Assist Scout’s up to date Docs editor. Use the shortcut menu to shortly add formatting to your textual content, corresponding to headings or bulleted lists. You may as well add callouts, quotes, tables, movies, photographs, code blocks, and extra. For individuals who favor to create documentation utilizing markdown or HTML, you are able to do that, too.

Article drafts are routinely saved whilst you compose, guaranteeing that you simply by no means lose your work. Need to revert again to an earlier model of your article? No downside! A full historical past of every article is all the time accessible for assessment.

Lastly, add key phrases to every article to enhance search high quality and easy your prospects’ path to info.

Collections and classes

Kind articles into collections and classes to maintain your assist middle organized and straightforward to navigate. Every assortment covers a separate subject, like a particular product or division, whereas classes break down these collections into sections that home particular person articles. Having such a construction helps your viewers discover what they’re in search of extra shortly.

Customization

Docs websites are customizable. Add your emblem, change the colours to match your model, and use a customized area to higher match your organization’s internet expertise. Need to get slightly fancier? Use CSS to additional customise the appear and feel of your assist middle.

Restricted docs

Have sure docs that you simply solely need to show to particular prospects or shoppers? Restricted Docs is a function that lets you use Assist Scout’s APIs to manage entry to your data base with your individual customer authentication.

Beacon

Beacon is Assist Scout’s multi-purpose internet widget. Beacons may be embedded on any webpage or inside your app, offering your prospects with quick access to reside chat and self-service options. As well as, your crew also can use Beacons to proactively attain out to prospects, growing engagement.

Reside chat

Whereas e mail is nice for points that aren’t time delicate, some conditions require real-time help. Clients can entry reside chat from any Beacon, and people conversations are managed from inside your Inbox.

The reside chat choice is just proven when your crew is signed in and accessible to obtain a chat. When your crew is offline, prospects are in a position to ship an e mail request, guaranteeing that they’ll nonetheless have entry to the assistance they want.

Self-service

Since top-of-the-line methods to empower your viewers is to supply self-serve choices, Assist Scout permits your prospects to entry your whole assist documentation from any Beacon. No extra switching tabs or leaving your website to seek out solutions; now, prospects can get assist when and the place they want it.

Proactive messaging

It’s not solely essential for patrons to have the ability to contact you for assist; it’s additionally helpful for you to have the ability to attain out to them. Beacons mean you can ship focused messages to your viewers primarily based on the shopper properties that you simply set and triggered by standards like time spent on web page, scroll conduct, or web page views.

There are 5 kinds of messages together with modals, banners, and NPS surveys. You may as well create extra personalised suggestions alternatives with microsurveys.

AI options

Assist Scout believes that AI customer support know-how ought to assist customer support groups, not exchange them. The platform’s AI options are designed to assist your crew work smarter, not more durable, so you’ve gotten extra time to give attention to duties of better complexity and worth.

AI summarize

AI summarize breaks down lengthy dialog threads into just a few bullet factors, serving to floor the important thing features of the interplay. Use summarize when escalating conversations, transferring them to different groups, or as a part of your high quality assurance (QA) course of.

AI help

Out there in Inbox, Docs, and Messages, AI help helps help reps polish their copy earlier than hitting ship or publish. Use it to make replies longer or shorter, friendlier or extra skilled, or to verify for spelling and grammar points. Help also can translate textual content to languages like Spanish, French, Japanese, and extra, serving to you present help to your prospects of their most well-liked language.

AI drafts

Recover from the concern of the clean web page with AI drafts, a device that routinely writes draft replies to buyer conversations with a click on of a button. Drafts makes use of generative AI, content material out of your assist middle, and previous buyer conversations to create correct responses that may be shortly reviewed, edited, and despatched, growing your groups’ productiveness and effectivity.

AI solutions

Coming quickly: AI solutions is a brilliant search assistant that may present a particular reply to your buyer’s questions in a matter of seconds — it’s like magic! Very like drafts, solutions depends on generative AI and your assist documentation to offer responses quicker and extra precisely than keyword-based searches.

Reporting insights

One of many fundamental advantages of utilizing a assist desk is the flexibility to trace your help efforts. Assist Scout comes with prebuilt reporting dashboards that will help you monitor issues like dialog quantity, response time, channel utilization, agent efficiency, and buyer happiness. You may as well construct your individual report filters utilizing tags, buyer fields, or views to assist preserve observe of the metrics most essential to your group.

Integrations

Preserve everybody within the loop by integrating Assist Scout with different instruments in your tech stack together with ecommerce platforms like Shopify, CRMs like Salesforce and HubSpot, communication instruments like Slack, and venture monitoring software program like Jira.

Don’t see the combination you want? Use the Assist Scout API to create your individual!

Greatest-in-class help

Along with Assist Scout’s intuitive and highly effective platform, one of many issues that units the corporate aside is its dedication to offering best-in-class customer support. The help crew supplies 24/6 help, weekly reside lessons, and useful documentation and content material to make sure you have every thing it’s essential to present your prospects with a high quality customer support expertise.

Value: Free trial accessible. Plans begin at $22/consumer per thirty days.

2. Hiver

Greatest fundamental assist desk for small companies.

One of the best ways to consider Hiver is as an extension to your Gmail account. With it, you’ll be able to deal with a variety of the identical objects that you would be able to with a stand-alone customer support software program. These are issues like inside notes on conversations, assigning messages to different brokers, and offering help by way of reside chat.

Different Hiver options to look out for embrace a reporting dashboard, a data base builder, integrations, buyer satisfaction (CSAT) surveys, automation instruments, and a few fundamental AI performance. Nevertheless, a few of these options are solely included of their higher-cost plans.

Value: Free trial accessible. Plans begin at $19/consumer per thirty days. Study different instruments just like Hiver.

3. Zendesk

Greatest assist desk software program for enterprise groups.

Nearly anybody working in buyer help has heard of Zendesk. They make a multichannel help answer that features options like a shared inbox and data base instruments. For individuals who present their prospects and shoppers with telephone help, you should purchase a quantity proper within the device with out having to independently hunt down a voice supplier. As well as, they provide some extra superior AI-based options like digital brokers.

You additionally get entry to a variety of productiveness and automation options, reporting to trace decision metrics, and 1,000+ integrations to attach with different functions in your know-how stack. To be trustworthy, there’s not lots Zendesk doesn’t do or many communication channels it would not cowl, which might make it appear to be worth.

Nevertheless, the flip facet is that it’s a really complicated product that requires a variety of time, power, and sources to rise up and working. That may add further prices on high of the month-to-month subscription price, which is one thing to consider earlier than making a choice.

Value: Free trial accessible. Plans begin at $19/agent per thirty days.

4. Entrance

Greatest shared inbox software program for group e mail collaboration.

When speaking with prospects, most groups decide to make use of a gaggle e mail tackle (e.g., [email protected]) to just accept studies of buyer points. Nevertheless, some employees favor to speak from private e mail addresses however nonetheless need the performance of assist desk software program. Entrance enables you to just do that.

With Entrance, you’ll be able to join e mail (private and group addresses), SMS, and social media accounts to a shared inbox. The platform consists of collaboration options like inside notes and reply drafts in addition to automation and AI options to scale back guide work. It additionally affords a data base builder, reporting options, and the flexibility to create chatbots.

Value: Free trial accessible. Plans begin at $19/seat per thirty days. Study different instruments just like Entrance.

5. Gorgias

Greatest assist desk help system for groups that require TikTok store help.

Gorgias is a assist desk answer primarily targeted on ecommerce. Gorgias affords entry to plain options like a shared inbox device, data base device, and reside chat device.

The principle differentiator from different choices on the record are its Shopify, Magento, and BigCommerce integrations that allow you to companion your help and ecommerce platforms to enhance help effectivity. By these integrations, you’re in a position to see order particulars, edit orders, and even do refunds instantly out of your assist desk, which might save a variety of time and problem in your crew.

One other attention-grabbing function of Gorgias is its capability to combine with TikTok, permitting your help crew to handle TikTok store inquiries proper out of your assist desk. Only a few customer support instruments provide the combination, so it may be an excellent function for people that do a variety of enterprise on the video platform.

Relating to pricing, Gorgias makes use of a kind of cost construction referred to as contact primarily based pricing vs. the extra normal strategy of charging by consumer. There may be advantages and downsides to every system, so it’s extra an merchandise to concentrate on fairly than a professional or con.

Value: Free trial accessible. Plans begin at $10 per thirty days for 50 tickets. Study different instruments just like Gorgias.

6. Kustomer

Greatest assist desk administration device for sentiment monitoring.

Kustomer affords multi-channel help for e mail, chat, telephone, and social accounts, which might all be considered in a single dialog. This formatting permits your crew to not miss a beat when prospects transfer between channels throughout a help interplay. The platform additionally has the entire help software program options you’d look forward to finding like collaboration instruments, data base software program, and reporting performance.

One attention-grabbing function is the platform’s sentiment evaluation perform, permitting you to observe incoming buyer interactions and decide how prospects are feeling. The software program additionally has an AI function dubbed KIQ, which lets you deflect contacts utilizing chatbots. This function, nonetheless, is just provided as an add-on.

Value: Plans begin at $89/consumer per thirty days (eight seat minimal). Study different instruments just like Kustomer.

7. Google Collaborative Inbox

Greatest free assist desk software program for groups already utilizing Google Workspace.

Should you’re already utilizing Gmail and need to add some construction to your help efforts, Google Collaborative Inbox could possibly be choice.

Establishing Collaborative Inbox is comparatively easy. You create a Google Group, add individuals to that group, activate the collaborative inbox choice, and configure the suitable settings. Now everybody within the group can reply to emails within the group mailbox with out sharing login info (which is big when it comes to safety).

Past that, you’re in a position to assign conversations to totally different group members and set dialog statuses (closed, on-hold, and many others). You may as well set permission ranges for collaborators, although it’s considerably restricted in functionality.

Whereas there’s a massive distinction between Collaborative Inbox and the opposite instruments on this record, it may be place to begin.

Value: Free with Google Workspace. Study different instruments just like Google Collaborative Inbox.

8. Freshdesk

Greatest free assist desk software program for companies seeking to scale.

While you join a free Freshdesk account, you get entry to a shared inbox device the place you’ll be able to handle incoming e mail and Fb requests. As well as, the free plan additionally consists of entry to a data base builder and a few fundamental reporting dashboards.

Whereas the free plan is fairly naked bones, Freshdesk’s paid plans are way more highly effective. The inbox and data base have further performance like further contact channels, customized ticket views, and article versioning. There are options for the administration of service degree agreements (SLAs), automation and AI instruments to make your work simpler, and extra analytics choices for monitoring all of it.

The platform offers your crew a variety of room to develop, which makes it an excellent choice for small companies wanting to economize now and scale sooner or later.

Value: Free trial and plan accessible. Paid plans begin at $15/agent per thirty days.

9. Zoho Desk

Greatest assist desk software program for small, sales-focused groups.

You could be conversant in Zoho as a buyer relationship administration device, however additionally they make a help answer for buyer help interactions. Zoho Desk is one other software program choice that may develop with you. Their free plan isn’t fairly as sturdy as Freshdesk’s. It restricts you to a few brokers, a non-public (inside) data base, and solely affords one report (agent efficiency).

Nevertheless, if you’re able to broaden your operations, Zoho Desk has the entire standard suspects in the case of performance, together with AI-assisted responses and superior automations for duties like dialog sorting and tagging. Should you’re presently utilizing different Zoho merchandise, just like the CRM device, Zoho Desk integrates seamlessly with them, making it an excellent selection for an preliminary assist desk device.

Value: Free trial and plan accessible. Paid plans begin at $7/consumer per thirty days. Study different instruments just like Zoho Desk.

10. SysAid

Greatest service desk software program for IT help.

SysAid is a assist desk software program designed for managing inside requests for IT companies. They provide plenty of SLA administration options like ticket and workflow automation to assist your crew meet SLAs. You may as well construct a self-service portal for data administration so workers can deal with fundamental requests like password resets on their very own.

You’re in a position to get issues going shortly with a number of templates and default varieties, or you’ll be able to create your individual customized ones to finest serve the wants of your group and your crew. Since most IT instruments are used together with each other, you additionally get entry to plenty of third-party integrations.

Lastly, SysAid has highly effective asset administration options that make it straightforward to handle the entire belongings in your community and retailer details about the {hardware} utilized by your finish customers.

Value: Free trial accessible. Contact SysAid instantly for pricing.

11. Jira Service Administration

Greatest ticket administration system for technical groups.

Jira Service Administration is mostly related to engineering and technical groups as a consequence of its relation to the extra broadly identified Atlassian productiveness device, Jira.

The cloud primarily based platform is a good ITSM answer that lets your crew handle request, change, incident, downside, asset, configuration, and data administration multi functional place. It lets you construct out self-service portals for end-users and has collaboration options like a shared inbox for managing e mail and chat requests. Mixed with customized workflows, AI instruments, and reporting capabilities, the platform makes responding to consumer requests a easy and environment friendly course of.

Value: Free plan accessible. Paid plans begin at $17.65/agent per thirty days.

Evaluating choices

After studying all of the device descriptions on this record, you might need observed that a variety of the choices available in the market have pretty related options. With a variety of similarities, it may appear tough to decide on the most effective answer for your small business. That stated, there are some things we recommend to make the choice course of less complicated.

Have an inventory of “necessities”

Provide you with an inventory of non-negotiable options. Possibly you want computerized routing as a result of each help and gross sales will probably be utilizing the assistance desk. Possibly you want options particular to your business or discipline. Maybe you want an integration for a delivery device you have already got. Having non-negotiable necessities makes it simpler to trim down the record of choices.

Put an analysis crew collectively

Should you’re simply beginning out or at a really small firm, the analysis crew could also be simply you. You probably have a bigger crew, we advocate the next combine:

One junior degree customer support particular person.
A few assist desk energy customers.
A supervisor or senior chief.

Combining their totally different wants and backgrounds will provide you with a simpler technique to analysis choices in your group since they’re every consultants of their given areas. We additionally advocate you get the entire analysis crew wanting on the identical device on the identical time, fairly than every particular person reviewing a unique choice.

Get fingers on

When it comes all the way down to it, a gross sales demo and on-line evaluations can solely present you a lot. Really attempting out instruments will enable you to uncover the totally different nuances of the ticketing methods and see whether or not or not it can work in your use case. These small particulars are sometimes what find yourself making one device the clear winner for a crew.

Selecting the best assist desk system

Shifting to a brand new assist desk is a big funding in your customer support crew, your prospects, and — finally — your organization. An extended function record is sweet to have, however you must make your selection with a broader framework in thoughts.

Keep in mind, the price of selecting a device that works in your crew (and your prospects) is excessive, so use this information and take the time to make an knowledgeable resolution.

Should you’re in search of a customer-first strategy to assist desk software program, think about signing up for a 15-day free trial of Assist Scout, no bank card required.

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