The growth of the interconnected world has given significant development in handling company communications and operations, including the so-called service desk. Companies are now offering service desk software to pool everything that comes in the form of questions or concerns from different people who have stakes in running the business.
Professionals and companies help expedite resolving these concerns. It may depend on teams handling this feat or software to automate the system to address the needs or requirements to fulfill the operation.
What is a Service Desk Software?
In today's fast-paced business environment, efficient customer support and IT service management are crucial for the success of any company. With the increasing demands of customers and the complexity of IT infrastructure, businesses need robust tools to manage and resolve issues promptly. This is where service desk software comes into play.
Service desk software is a specialized solution that helps organizations manage and streamline their IT service operations. With the many concerns you already have in managing your work or company, these kinds of software help make the task easier and improve your operations.
It acts as a central hub for managing and resolving customer issues, incidents, and service requests. From simple password resets to complex technical problems, service desk software provides a structured approach to handling customer inquiries and IT service requests.
Why Do You Need a Service Desk Software
Service desk software also enables organizations to gain insights into IT service operations.
Most service desk software comes with robust reporting and analytics capabilities that provide valuable insights into key metrics such as ticket volumes, response times, resolution rates, and customer satisfaction scores. These insights can help organizations identify trends, pinpoint bottlenecks, and make data-driven decisions to improve their service operations continuously.
One of the top reasons you should consider investing in service desk software is to enhance customer satisfaction. Prompt and efficient customer support is critical for retaining customers and building brand loyalty. This software enables organizations to provide timely and effective support, increasing customer satisfaction.
Manual handling of customer inquiries and IT service requests can be time-consuming and prone to human error. Service desk software automates routine tasks such as ticket routing, categorization, and prioritization, freeing up IT staff to focus on more strategic activities.
It also provides a unified platform for managing all customer inquiries, allowing IT teams to collaborate and resolve issues faster.
Top 5 Best Service Desk Software in 2023
In this article, we are giving you a list of companies that are used and proven effective in the industry to help you take a step back before diving headfirst into committing to a service. It is crucial to evaluate your actions and decisions so that you would not be met with consequences or pay more for a service that should be helping you cut costs, particularly in a service desk software.
1. ServiceNow
ServiceNow is among the top companies in the world for service desk software needs, with the company highly regarded as a great service overall. It offers support for different industries, both big and small, to tailor to their needs across the many sectors present.
The "Now Platform" boasts of 85 percent of the Fortune 500 companies who avail their services, with a renowned list of clientele worldwide.
Features
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ServiceNow Vault
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Admin Center
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AI Search
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Virtual Agents
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Employee Center
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Process Optimization
The company's "Now Platform" focuses on delivering different benefits and advantages to one's workplace, with a faster and more optimized process to accomplish a particular task at hand. The company claims to boost the growth of one's business for both customers and employees and simultaneously reduce operational costs needed for service desk software.
Its drive to bring automation to users also harnesses the power of AI, centering on the different needs of the workplace and customers and helping build digital workflow apps.
ServiceNow asks to discuss the needs and assess what customers ask about the platform to learn more about its pricing and available plans.
2. SolarWinds
SolarWinds markets itself as a simple, powerful, and secure system that centers on IT work on its end, having users avoid the crucial process of service desk features. It is up to the task at hand, one that would boost productivity and help drive performance to answer the needs internally, by team members, and from customers asking for help.
Features and Products
The SolarWinds platform offers the following:
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Observability
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Network Management
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Systems Management
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Database Management
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IT Service Management
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Application Management
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IT Security
The hybrid cloud platform from SolarWinds helps observe, automate, visualize, and remediate the many processes needed in a service desk software to help the company's system address and resolve the concern.
It also features a cloud-centered approach, hybrid, and on-premises service needs, helping across the IT sector and the company's teams to set a standard for secure software development in the industry.
SolarWinds offers a free trial for each of its services which users may download and see for themselves. Other inquiries regarding its pricing and specifics would require getting a quote from its sales team.
3. SysAid
SysAid prides itself on its primary focus of automating the system for all concerns and needs from a service desk software, focusing on products to fulfill all IT needs without wasting the company's time, effort, and resources on the work.
Service Automation is the company's main selling point, and it prides itself on the processes and capabilities it brings, utilizing AI's power into the mix.
Features
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Ticket Automation
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Task Automation
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Self-Service Automation
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Workflow Automation
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ITSM and ITSM AI
Sit back and relax, as SysAid wants to take it from here to provide you with the service you need that would be proactive in the background and passive with your daily tasks. And by passive, they mean automation, which the company is establishing in the market as a service desk software powered by AI.
Interested clients would have to submit their email to SysAid for pricing and a quote from the company.
4. Spiceworks
Without the hassle of establishing or setting up one's preferences, all the ticketing system and service desk needs are what Spiceworks offers. The Cloud Help Desk of the company focuses on a streamlined operation without the hefty requirements.
The Help Desk assists clients, customers, and employees to address their concerns or issues, where businesses can categorize or manage easily in the cloud-based platform.
Features
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Monitors
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Alerts
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Custom Ticket Attributes
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Ticket Rules
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Custom Report Management
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Help Desk Team Management
The company provides quick and easy service desk software in the cloud, which does not require users to download, update, install, and allot space for their system. Everything is done via the cloud and the web, from customer to employee needs, categorized in its platform for easier access.
With just a few clicks, Spiceworks' Cloud Help Desk makes the ticketing system simple and easy.
Pricing
Spiceworks also provides a competitive pricing plan in different tiers that would shock users on how much it asks for their service.
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Individual - $0
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Team Plan - $0
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Enterprise Plan - $0
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Custom Plan - $0
5. Suptask
Suptask is the top among the services present worldwide, and it is because of its next-generation AI ticketing system that provides all-around help and the best value for your needs. What sets Suptask apart from other companies is its unique Slack ticket system, with its core being native to the renowned instant messaging program for organizational communications and community platforms.
The company offers its help for the different departments of your company with its internal ticket system, including Support & Customer Success, Product & Engineering, IT, Agencies, Finance, Marketing, and HR, with tailored features for all your needs in different teams.
Imagine a product where you do not need to leave Slack to address all concerns, tracking, and tickets for your service desk needs.
Features
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Business reporting - Flexible reporting that can be automated to your favorite Business Intelligence (BI) tool.
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Private ticketing - Privacy aware ticketing allows control over data to be limited with selected parties.
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Build your own workflows - Ticketing can be a part of your selected process steps and workflows.
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Integrate with other systems - Integrate ticketing with systems related to your ticketing process to optimize the workflow for your teams.
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Powered by AI - Machine learning tools will help summarize tickets and concerns, assist in resolving problems, and accomplish all pending tasks easily.
Different teams and departments in a workplace would be under one ticketing system, integrated into Slack, to avoid unnecessary confusion or hardships in engaging with other company members. The likes of its HR Ticket system and others present via Suptask help bring benefits and perks to accomplishing tickets that aim to resolve all concerns among team members within the company, customers, clients, and more.
Advantages
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Ticketing Natively on Slack - Users never need to leave Slack to manage, overview and reply on tickets, as a part of your channel conversations.
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Empowering Your Conversations - Integrate with your users existing conversations on Slack to empower your service desk software.
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Faster Resolution Times - Achieve faster responses by aligning tickets closer to your teams, improving the time to resolve tickets and increasing your customer satisfaction score.
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Easy and Efficient Onboarding - Easy to get started with and scale across your organization, with automatic guidance and onboarding for every user.
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Better Collaborations Between Teams - Increasing collaboration between teams as the discussions about tickets are naturally enabled by the conversations.
With efficiency and addressing concerns being part of its main selling points, Suptask is more than a typical software but a partner in all service desk needs, which is a unique feature offered to its clients and future customers.
Pricing
Suptask offers convenient prices and services with subscription costs, which companies may pay monthly or annually.
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Free - Get started with all your users for free
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Light - $7 per agent per month
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Professional - $13 per agent per month
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Custom - Contact Suptask for more information on customized service desk experience.
Conclusion
Efficient IT support is crucial for businesses of all sizes, as it ensures smooth operations, minimizes downtime, and maximizes productivity.
Service Desk Software is pivotal in enabling organizations to deliver prompt and effective IT support.
Who does not want to save money while getting a lot of things done in this day and age?
By automating routine tasks, reducing ticket volumes, and improving first-call resolution rates, service desk software helps organizations lower their operational costs. It also minimizes the impact of IT incidents and problems, reducing downtime and associated costs.
It enables teams to work together efficiently, resolve issues faster, and maintain a transparent and consistent communication flow. This leads to better coordination among IT teams, improved customer satisfaction, and increased productivity.
With the many service desk software available in the tech industry, it is easy to put your trust or faith in the wrong hands, end up suffering for it, and getting nothing in return. Suptask gives you a familiar platform and helps you every step of the way to automate your systems, being your trusty software at hand. Still, there are other names to consider, particularly those on the list, based on your preferences and needs in choosing the exemplary service that works for you.
