SolarWinds, for example, offers on-premises and cloud-based options for ticketing support and ITIL-ready service management as well as easy deployment and integration with any organization’s existing IT setup. Many of these tools also offer enterprise solutions to cater to the needs of larger organizations. Outlined above are some free web help desk solutions smaller companies can evaluate for their needs. For unlimited tickets and one-year ticket history, you need to upgrade to their paid plans. The tool integrates with social channels to enable ticket creation, and its mobile apps facilitate ticketing management on the go. This solution also helps you gather customer feedback using surveys. ProProfs Help Desk also offers quizzes and assessments to assess support agents and identify training requirements. Additionally, it provides spam protection and ticket bookmarking features. ProProfs Help Desk is a cloud-based help desk solution providing a free plan and offering limited features such as 100 tickets per month, live chat option with one operator, and a knowledge base limited to 20 pages. You can scale beyond the free plan with Jira Service Desk paid plans designed to provide the flexibility of SaaS and self-managed deployment models. The free plan only offers a limited file storage of 2 GB, however, and you have to integrate Atlassian Confluence for knowledge base management. Additionally, you can tailor support services in 24 different languages. As your processes evolve, you can use customized automation rules. Apart from providing ITIL best practices out of the box, the built-in automation rules help you streamline various support processes. The tool is ITIL certified and facilitates IT processes such as request, incident, problem, and change management however, you have to integrate it with Opsgenie for full-fledged incident management. Jira Service Desk offers a free forever plan via its software as a service (SaaS) deployment model, which allows up to three agents and unlimited end users. This article discusses the top five free help desk software and details the features of each solution. If you’re not already using help desk software to streamline request processes, you can start today with a free help desk solution without the need to plan out a budget. Help desk software also helps identify request process bottlenecks and optimizes them to deliver better support experience, leading to customer delight and better relationships. Moreover, modern help desk software, such as SolarWinds ® Web Help Desk ®, provides advanced features such as ticketing automation, Active Directory integration, alerts, integration with IT monitoring tools, and more. Additionally, it empowers end users to resolve common issues themselves with self-service features such as self-help articles, which saves time for support agents and helps them focus on other priorities. It not only helps simplify IT and customer support processes but other processes as well, including HR and finance. Help desk software helps service end-user requests by providing features for streamlining the processes involved in the request life cycle. There are various tasks a help desk team performs, including resolving queries from internal stakeholders, managing larger customer queries and issues concerning IT service management, handling tickets for incidents and problems, and asset management. While digital transformation initiatives have reduced silos and improved visibility, this phenomenon has put more responsibilities on the help desk function. The help desk function streamlines this support-request process and addresses issues based on priority and service levels. In every organization, the end users in the customer, employee, and partner spheres occasionally run into a myriad of problems and need help resolving their issues.
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