The number of tools for IT Ops professionals to choose from is overwhelming. For this reason, we created the periodic table of IT Ops tools to better define, organize, and explain the IT Ops tooling landscape. It is our hope that it will help IT professionals find, explore, and choose tools for their future IT Ops stack.
In a portion of this table we dive into Help / Service Desk tools specifically. Below you will find a list of the top help / service desk tools per the interactions we measure on the table.
What is Help / Service Desk?
Service desk and help desk are often used interchangeably (according to ITIL v2). Both a help or a service desk are a communications center that provides a single point of contact between a company and its customers, employees and business partners. In a business enterprise, a help or service desk is a place that a user of information technology can call to get help with a problem.In larger companies, a help desk may consist of a group of experts using software to help track the status of problems and other special software to help analyze problems. The purpose of a help or a service desk is to ensure that users receive appropriate help in a timely manner. Help / service desks are designed to handle both incidents and service requests.
The best Help / Service Desk tools:
Freshdesk is a SaaS based customer support software for businesses of all sizes. The vendor’s value proposition is that Freshdesk is priced affordably, and is free forever for any number of agents. There are four other plans available that come with a whole lot of features.
HappyFox is a web based customer support ticketing system hosted in the cloud. It helps track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system.
Help Scout, formerly known as Brightwurks, is a help desk software company headquartered in Boston, Massachusetts. The company provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals.
JIRA Service Desk is service management software that is purpose-built for IT and service teams. The software provides everything IT teams need out-of-the-box for service request, incident, problem and change management. JIRA Service Desk integrates seamlessly with JIRA software so that IT and development teams can work better together. Users can connect service desk tickets…
Desk.com is a saas help desk and customer support product accessible through the cloud. Desk.com is owned by Salesforce.com and was previously known as Assistly. Desk.com is headquartered in San Francisco, California.
Spiceworks is an online community where users can collaborate and seek advice from one another, and also engage in a marketplace to purchase IT-related services and products. The network is estimated to be used by more than six million IT professionals and 3,000 technology vendors.
Zendesk is a cloud-based software solution that offers help desk ticketing, issue tracking, and customer service support. It integrates with dozens of content management systems, customer relationship management tools, and web apps. Features include hosted support email-ticket integration, online forums, RSS and widgets.
Zoho Corporation is a multi-national business software development company. Zoho Corp’s offerings focus on web-based business tools and information technology solutions, including an office tools suite, internet of things management platform, and a suite of IT management software.
View the periodic table here