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Imagine that an employee manages to accidentally infect the computer network with a rapidly spreading piece of malware. The IT department struggles to cope with the rising volume of calls to the support desk while trying to simultaneously protect sensitive business data and bringing systems back to normal. For companies with a large workforce, this can be a nightmare of a task to accomplish without some form of automation.

Helpdesk software allows businesses to rapidly respond to any IT crisis while efficiently handling routine IT management chores. Savings are realized with workflow automationand self service.

For example, tech responders can open a trouble ticket in the service desk software when a support call arrives. While the solution is prepared responders can document the case in a knowledge base. Later on, the support staff can refer to that case quickly for a rapid resolution to a similar or repeating scenario. Additionally, users can directly refer to this information in the knowledge base through a self service portal, thus reducing support requests of the same nature. Analytics can then be used to measure the response time to optimize the relevant support process.

Benefits of Help Desk Software

  • Improved Issue Management. A helpdesk system improves organization through a unified platform for helpdesk staff to track and resolve issues. This allows the retention of valuable information pertaining to various problems. Employee efficiency is maximized withstandardized business workflows and processes.
  • Lower Service Costs. With help desk software, processes are automated so support teams may respond to more problems quicker. Increased productivity may result in less resources. Analytics allows decision makers to respond to lower productivity for continuous performance optimization.
  • Better Knowledge Sharing.Help desk software retains issue information and allows it to be searchable. Agents can then easily look up past solutions to repeating problems. Some platforms even allow solution to be automatically recorded into the knowledge base.
  • Increased Customer SCustomers who receive prompt responses and resolutions to their problems are more satisfied regardless of the resolution time.

Common Features of Helpdesk Software

  • Knowledge Repository: Also known as a knowledge base, this feature is basically a database of solutions to repeating and past issues. This information can be made available to both internal and external users through self service portal. Most knowledge bases utilize powerful search and indexing capabilities to assist users in locating answers to their problems.
  • Self Service: Self-service portals allow users to directly search for solutions to their issues and may include relevant information such as product manuals, software downloads, “how to” resources and Self-service portals may also allow them to open support requests online if they cannot find a solution to their problem themselves.
  • Asset Management: This is a valuable feature for IT departments. Asset management tools catalogs all technology hardware and software across an organization and tracks changes to configurations, server health and the status of various network nodes.
  • Reporting: Reporting tools are used for live monitoring of the overall support function performance and productivity. Key performance indicators usually cover all open cases, case agent distributions, time-based metrics, average response time, average resolution time and many others.
  • Mobile Access: Several help desk platform vendors offer mobile compatible solutions as pert of their offering, such as mobile websites or apps. Support agents may use these mobile assets to manage cases, save important data, search the knowledge base, generate reports and perform other tasks from their smartphonesand tablets.
  • SLA Management: Service Level Agreements (SLAs for short) defines a timeframe of case resolution for different kinds of issues, as part of an organization’s service guarantees. Help desk platforms manage SLAs through a set of features, such as automated issue prioritization, escalation and various other workflows that ensure SLA compliance.

Leading Helpdesk Software

Below is a high-level overview of three of the leading service desk platforms in the market today:

bpm’online Service: Bpm’online service is one of the leading service desk solutions available in the market today. Bpm’online service is a comprehensive service management platform, which provides powerful pre-defined processes for end-to-end service management. Support staff operate within a consolidated, seamless and user friendly environment to manage an increasing volume of incidents and support requests. It allows service agents to manage ticket queues and respond to them with personalized messages. It is a powerful and scalable application that ensures multi-channel service and support. Bpm’online comes in two flavors, each with a unique set of features: Customer Center and Customer Service. Whichever edition they choose, businesses will gain a competitive edge in customer support with bpm’online.


Freshdesk: Freshdesk offers the ability to deliver multi-channel support. It consolidates case-related customer interactions into a single location, allowing support agents to respond to and resolve problems. It additionally provides customer-facing tools, such as self-service, searchable knowledge repositories and community forums, which allow customers to view the status of their cases and find solutions.


Remedyforce: Remedyforce offers a solution with pre-built ITIL best practices and
self-service functions which grant agents oversight over various support teams and their relevant processes. It provides a custom interface for every role, which grants service agents access to the most relevant tools and information for the task at hand. The platform offers a social environment that allows users to comment, like and share different information with each other.


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