Top 20 IT Helpdesk Software for 2023
In today's ever-evolving work environment, where businesses rely heavily on their digital infrastructure, a smooth-running IT helpdesk software is nothing short of a lifeline! The global IT helpdesk software market is expected to reach $17.3 billion by 2026, with a CAGR of 10.2% from 2021 to 2026 (Source: HDI). Whether it's handling employee requests, resolving technical glitches, or providing the right and personalized support, a streamlined IT support system is critical for organizations to maintain employee productivity, encourage customer satisfaction, and stay ahead of the competition. In this context, IT help desk software becomes a transformative tool.
The era of confused email chains and misplaced support tickets is over. Effective and employee-focused IT help desk software is no longer a luxury for modern businesses; it is a strategic necessity. An IT helpdesk software has emerged as the game-changer, completely altering how businesses handle and manage IT-related issues.
The IT helpdesk software industry is on the verge of groundbreaking innovations as we near the halfway point of 2023. Therefore, if you've been looking for the best IT helpdesk systems to launch your IT support operations, your search is over.
We have compared the top 20 IT helpdesk software in this article. But first, let's define help desk software for those unfamiliar with it.
What is an IT Helpdesk Software?
Indeed, the corporate world has grown increasingly reliant on technology to function in this ever-changing digital era. Consequently, employees deal with various technical problems, such as password resets, access requests, network connectivity problems, and hardware and software issues. It can take a lot of time and effort to process these requests manually, which typically results in delays in response and decreased employee satisfaction and productivity. But, how can you fix this and guarantee prompt employee assistance and a seamless workplace environment? It's pretty simple, invest in an IT help desk software.
An IT helpdesk is a software solution that uses the power of advanced technologies like conversational interfaces, ML, NLP, and Generative AI to improve the experiences of IT support agents and employees by automating time-consuming, repetitive tasks and processes.
Imagine a scenario where your employees can easily report technical issues, monitor progress, and quickly get fixes from a centralized platform. Imagine another situation where your IT support team can automate tasks and workflow, efficiently prioritize employees' IT tickets, and gather useful information to enhance service delivery. This is the power of IT helpdesk software—it acts as a catalyst for improving IT support operations and maximizing your company's potential.
No matter whether it is IT startups or Fortune 100 companies, IT helpdesk software has become an integral companion, addressing the challenges of handling complex IT infrastructures. In adopting these digital solutions, organizations can break free from the shackles of traditional support methods and lead the way to seamless collaboration, efficient ticket management, and unprecedented customer satisfaction.
Why is IT Helpdesk Software Important in 2023?
As the world of 2023 becomes ever more technologically advanced, organizations face different challenges relating to information technology. The need for reliable IT support has never been greater due to hardware malfunctions, software bugs, user errors, and cybersecurity threats. The value of IT helpdesk software really shines in this situation. Let's examine some of the main reasons for using an IT helpdesk system.
Personalized IT Support
With an AI IT helpdesk system, employees can now access instant and personalized IT support whenever they encounter hurdles. By swiftly addressing their needs, employees can reclaim valuable time and devote their undivided attention to their core responsibilities, ultimately amplifying their overall work journey and fostering an exceptional employee experience.
Automate IT Tasks and Workflows
With AI IT helpdesks, time-consuming and tedious processes can be eliminated. Without human intervention, it is possible to set triggers within your system to initiate and stop processes like resetting passwords, installing software and configuring laptops, etc. Modern IT helpdesk software can also automate HR tasks and processes like recruitment and onboarding/offboarding.
Reduce Support Costs and Eliminate Low-Value Processes
A modern AI IT helpdesk has the benefit of streamlining communications. Helpdesk software can quickly automate time-consuming and repetitive processes using automation technologies and process templates, saving valuable time. AI IT helpdesks take care of routine duties in today's workplace, freeing up the helpdesk agent to handle more urgent matters.
Right Information at the Right Time
IT helpdesk automation must have a robust knowledge management system. Employees can access all the required information using knowledge management in a centralized location. They should be able to solve their own issues and acquire the answers they seek.
MS Teams Helpdesk Ticketing System
It is essential to have a centralized system to manage and track support tickets effectively due to the steadily rising volume of IT-related requests. Employee issues can be submitted on a single platform using helpdesk software, which enables IT teams to prioritize, assign, and fix them efficiently. Organizations can ensure quick and dependable resolution of IT issues by automating ticket workflows and establishing clear escalation paths.
Elevate Team Collaboration
Team collaboration is crucial in a world where distributed teams and remote work are the norm. Automated helpdesk software makes it easy for IT support agents o communicate and work together, allowing them to share information, troubleshoot problems together, and respond to users consistently. This encourages a culture of collaboration, boosts productivity, and ultimately results in quicker problem-solving.
Elevate Employee Experience
Employees and customers expect immediate and adequate support in the digital age. By offering self-service portals, knowledge bases, and automated responses to frequent inquiries, helpdesk software enables businesses to provide a superior employee experience. Employees have easy access to a wealth of information, can solve their own problems, and can get help immediately if needed. This increases user satisfaction while lightening the load on IT teams so they can concentrate on more critical tasks.
IT helpdesk automation collects crucial information and metrics about support operations, allowing businesses to learn more about recurrent problems, response times, customer satisfaction levels, and other factors. To enhance overall IT performance, this data-driven approach assists in recognizing patterns, determining the causes, and making wise decisions. Organizations can proactively address new trends, streamline workflows, and constantly improve their IT support services by utilizing analytics and reporting capabilities.
Scalability and Flexibility
Organizations' needs for IT support expand as they develop and grow. An IT helpdesk software has the scalability and flexibility to change with the needs of the business. The software can be tailored and set up to meet particular organizational needs, whether they involve expanding support channels, supporting a larger user base, or integrating with other business systems. This scalability guarantees that even as the business experiences rapid growth, IT support will continue to be effective and responsive.
Amazing Statistics Related to IT Helpdesk Software
Organizations that implement IT helpdesk automation experience a 20-30% reduction in service request resolution times, leading to improved productivity and cost savings. (Source: Zendesk)
According to Forrester Research, 76% of customers/employees prefer self-service support over speaking to a support agent.
As per a survey by HDI, 66% of organizations consider integration capabilities with other tools and systems as a top consideration when selecting an IT helpdesk solution.
According to Gartner, by 2023, virtual agents or chatbots will handle 40% of customer service engagements.
According to MetricNet, organizations using ITSM helpdesk software experience a 25-40% improvement in key performance metrics.
Top Features of An Automated IT Helpdesk Software
It can be challenging to pick your company's best IT helpdesk software. When selecting an IT helpdesk software, it's crucial to consider the features it offers to ensure it meets your organization's specific requirements. Here are some of the top features to look for in automated helpdesk software:
Seamless Employee Support Within Collaborative Platform
AI IT helpdesk provides quick and seamless support to your employees. Employees can interact with ChatGPT-like ITSM chatbots integrated within collaborative platforms such as MS Teams, where they spend most of their time. From the moment your employees log into the platform to the point when their issue is resolved, the chatbot will assist them.
AI Chatbots for Personalized Employee Support
With employee helpdesk software, your employees can receive assistance from an AI chatbot as soon as they log in without waiting for a support agent. These AI chatbots provide quick and helpful support by promptly answering their questions.
Suppose employees are unsatisfied with the initial solution and need more specific support. In that case, the chatbots automatically assign their cases to the right agent to investigate the issue and provide an appropriate solution. The AI chatbots constantly link employees and customer service agents throughout this process, ensuring smooth and effective communication.
In-built Live Chat within MS Teams
There might be instances when an employee is not satisfied with the first level of support (L1) received via chatbot. An AI IT helpdesk should connect them with an expert support agent when this happens. Suppose the chatbot's first-level support (L1) does not meet the employees' needs. In that case, a dedicated support agent or technician can be summoned for live chat to assist with more complex issues. This entire process takes no more than 10 to 15 seconds!
The support agent or technicians can provide second and third-level support (L2 and L3) by providing accurate information, triaging issues, or performing tasks.
A Generative AI-powered Knowledge Management
Employee helpdesk software can help organizations make the most of their enterprise knowledge base and offer employees individualized support. Generative AI-based knowledge management is a requirement for any contemporary IT helpdesk. Every time an employee has a question, they only need to add the inquiry; after that, all the relevant context will be displayed. On a single, integrated platform, employees can quickly access all necessary information in the form of articles, FAQs, handbooks, user manuals, etc.
Invisible Ticketing System
Most employees hate ticketing systems, while some are unsure how to utilize them. To file complaints, they would instead call or write emails. Since most employees don't want to leave their collaboration platform, an AI IT helpdesk makes tickets system, an invisible ticketing system. Employees may create tickets, view the status of their problems, and chat with an agent from within MS Teams. Thanks to the modern employee helpdesk's conversational AI interface. The employee will receive an update once the problem has been fixed and the ticket has been closed.
Automated Workflow Approvals
The workflow approval process consists of multiple steps allowing an organization to ensure that the right processes are completed at the right time. In the era of digitization, traditional workflow methods are no longer effective since they slow down the entire process. With automated IT helpdesk software, you can automate several repetitive tasks that are complex and multi-step, like obtaining access to documents and verifying identities. The workflow approval process is an essential feature of an IT helpdesk.
Automation of Repetitive Tasks and Processes
Every organization completes various activities every day, and if you choose manual methods, it will force your employees to put in a lot of time and effort on jobs that can be done automatically. Modern employee helpdesk software will help employees by automating repetitive and time-consuming IT tasks and processes like software installations, password resetting, laptop configuration and email automation etc.
Even though it seems simple, handling such everyday tasks by hand can require a lot of time, effort, and patience. IT helpdesk automation can streamline these time-consuming and exhausting repetitive tasks and processes, allowing employees to carry out daily tasks and processes more successfully. They can thus concentrate on important issues.
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Which Are The Best IT Helpdesk Software? Here's Our Top 20 List
Now that you have a better idea about an IT Helpdesk software's notable features, it's finally time to explore our carefully curated list of ITSM helpdesk software for 2023 that will improve your employee support and IT services.
- Jira Service Desk
- ManageEngine ServiceDesk Plus
- Spiceworks Helpdesk
- Team Support
- Zoho Desk
- ConnectWise Manage
- SolarWinds Service Desk
- BMS Helix ITSM
- Mojo HelpDesk
- Help Scout
Now, let's look at them one by one.
Being an Open AI-integrated modern IT helpdesk that works within MS Teams, Rezolve.ai provides the right employee support at the right time. Rezolve.ai is an AI-powered employee helpdesk solution integrated within collaborative platforms like MS Teams that understand the context of your employees' queries as soon as they raise their issues. It allows all your employees to obtain seamless support from a single unified platform, making the approach simple and effective.
Rather than offering only advantages to support agents, Rezolve.ai serves employees as a one-stop shop. Let's look at the top features of Rezolve.ai-
- Smart Generative AI Chatbot
- OpenAI-Integrated ChatGPT-like ITSM Chatbot
- 'Invisible' Ticketing System
- 'In-built' Live Chat in MS Teams
- Easy Automation engine
- No Code Automation Studio
- Generative AI
- Out-of-the-box integrations with 150+ Enterprise Software
- Twitter-Age Knowledge Management with Smart Feedback Loop
- Interactive Notifications Via MS Teams
- Instant User Provisioning and Access Authorization
- Unique Desktop automation
- Accessible Change Management
- Quick Approvals within MS Teams
- Easy Process Automation
- Effective Workflow orchestration
- Personalized role-based end-user experience
- Automated Employee Onboarding Process
- Conversational Microlearning for Employee Training
- Innovative Employee Engagement Tools
- Digital Work Policy Management
Zendesk is a modern IT helpdesk software offering comprehensive features for ticket management, knowledge base creation, live chat support, and customer self-service. It provides a user-friendly interface and robust automation capabilities to streamline IT support processes. Zendesk also offers analytics and reporting tools to track performance and customer satisfaction. It also offers customization options to tailor the support interface and customer-facing components to match a business's branding and style. Companies can create branded help centers, customize ticket forms, and design customer-facing emails to deliver a consistent brand experience.
Freshdesk is a cloud-based helpdesk software known for its intuitive interface and ease of use. It offers features such as ticket management, a knowledge base, community forums, and multi-channel support to provide seamless customer service and efficient issue resolution. Freshdesk offers automation capabilities to improve productivity, and it integrates with various business tools for seamless workflow management.
Jira Service Desk
Jira Service Desk, built on the powerful Jira platform, focuses on IT service management (ITSM). It offers features like incident management, problem management, change management, and asset management. It provides a collaborative environment for IT teams and integrates well with other Atlassian products.
ManageEngine ServiceDesk Plus
ServiceDesk Plus is a comprehensive IT helpdesk software that covers incident management, problem management, change management, asset management, and more. It offers automation, self-service options, and integration capabilities to enhance IT support efficiency. ManageEngine ServiceDesk Plus also includes a comprehensive ITIL framework.
Spiceworks Help Desk
Spiceworks Help Desk is a free, cloud-based IT helpdesk software for small to medium-sized businesses. It offers ticketing, a knowledge base, and network monitoring tools. It provides a community-based platform where IT professionals can collaborate and seek advice. Spiceworks Helpdesk also includes a community-based platform where IT professionals can collaborate, seek advice, and share knowledge.
SysAid is an ITSM solution that offers incident and problem management, asset management, change management, and service catalog capabilities. It provides automation, self-service, and reporting features to optimize IT service delivery and improve customer satisfaction. SysAid offers features like self-service portals, automation, and reporting for streamlined service delivery.
HappyFox is a cloud-based helpdesk software that provides ticket management, a knowledge base, and live chat support. It offers automation features, integration with various communication channels, and reporting capabilities to streamline support processes. HappyFox aims to streamline support processes and improve customer satisfaction through efficient issue resolution.
Kayako is a customer service platform that includes helpdesk functionalities. It offers ticket management, live chat, and customer self-service options. It focuses on delivering personalized customer experiences through multiple communication channels. Kayako focuses on delivering personalized customer experiences through multiple communication channels and provides analytics to measure performance.
TeamSupport is a collaborative helpdesk software designed for B2B customer support. It provides features like ticket management, a customer database, collaboration tools, and customer self-service. It focuses on improving communication and fostering teamwork within support teams. TeamSupport aims to improve communication and foster teamwork within support teams to enhance customer satisfaction.
Zoho Desk is a cloud-based helpdesk software that offers ticket management, automation, knowledge base, and customer self-service capabilities. It provides multi-channel support, reporting, and integration options to enhance customer support efficiency. Zoho Desk also includes AI-powered chatbots for automated support.
ConnectWise Manage is a robust IT helpdesk software that offers many features, including ticketing, project management, time tracking, and customer relationship management (CRM) capabilities. It caters to the needs of managed service providers (MSPs) and focuses on streamlining workflows and improving customer satisfaction.
SolarWinds Service Desk
SolarWinds Service Desk provides ITSM functionalities such as incident, problem, change, and asset management. It offers automation, self-service portals, and reporting features to streamline IT operations and improve service delivery. It also allows organizations to define and manage SLAs for different IT services. It helps track response and resolution times, measure service performance against SLA targets, and ensure service delivery meets agreed-upon levels.
BMC Helix ITSM
BMC Helix ITSM is an enterprise-grade IT service management solution that covers a wide range of ITSM processes. It offers features like incident management, problem management, change management, asset management, and service level management. It focuses on delivering efficient IT services aligned with industry best practices. It includes a CMDB that is a centralized repository for storing and managing configuration data related to IT services and assets. It provides visibility into the relationships between IT components, enabling better impact analysis, change planning, and problem resolution.
Freshservice is a cloud-based ITSM helpdesk software that offers ticket management, asset management, change management, and self-service capabilities. It emphasizes simplicity and user-friendliness, making it suitable for organizations of all sizes. Freshservice includes features like automation, integrations, and reporting to streamline IT support processes.
Desk.com, now a part of Salesforce, provides customer support and helpdesk features. It offers ticket management, customer self-service, and automation capabilities. It integrates seamlessly with other Salesforce products to deliver a unified customer support experience. It also provides real-time insights and analytics to measure support performance. Desk.com supports multiple communication channels, including email, phone calls, live chat, social media, and web forms. This allows businesses to engage with customers across different platforms and provide consistent support across channels.
Samanage is an IT service desk software covering incident, problem, change, and asset management. It focuses on improving visibility, collaboration, and efficiency in IT support processes. Samanage offers features like self-service portals, automation, and reporting to optimize IT service delivery. Samanage includes features for managing and resolving IT problems. It allows IT teams to identify the root causes of recurring incidents, track problem investigation and resolution efforts, and implement preventive measures to minimize future disruptions.
Mojo Helpdesk is a user-friendly helpdesk software that simplifies ticket management, knowledge base creation, and customer support. It offers customization options and self-service portals to enhance user experience. Mojo Helpdesk also provides collaboration features and integrates with email for seamless communication.
Agiloft is a highly customizable IT service desk software that allows organizations to tailor their helpdesk workflows and processes. It offers features like ticket management, knowledge base, and automation capabilities to improve IT support efficiency. Agiloft also provides contract management functionalities, making it suitable for organizations with complex service requirements.
Help Scout is a customer support platform that includes helpdesk features. It offers ticket management, collaboration tools, and knowledge base functionalities. It focuses on providing a personalized and human-centric customer support experience. It also integrates with various communication channels and provides analytics to measure support performance.
Introducing Rezolve.ai IT Helpdesk Software: A Must-have for Organizations
There is no question that AI IT helpdesks have replaced old support methods and manual, time-consuming ticketing systems. Rezolve.ai's modern IT helpdesk software powered by AI can automatically tackle important employee requests or tickets using the power of artificial intelligence (AI) and machine learning (ML), resulting in a faster and more efficient resolution. Rezolve.ai IT helpdesk, integrated into Microsoft Teams, uses an AI chatbot like ChatGPT to empower employees and assist them in finding the best solutions to their questions, requests, and problems. This reduces the need for human assistance.
Additionally, employees can use this cutting-edge IT helpdesk to anticipate and fix common issues like password resets, software installations, and account access requests. All organizational departments become more productive thanks to Rezolve.ai, freeing up employees and IT support agents to work on more difficult and ambitious initiatives. Rezolve.ai's modern IT helpdesk is more efficient and accommodating thanks to its AI and ML capabilities, significantly minimizing the amount of time needed to resolve issues.
Why Should You Choose Rezolve.ai?
Rezolve.ai is a feature-rich IT helpdesk software that will enhance the way your employees interact with the organization. Here we have added some of the best bet features of Rezolve.ai.
ChatGPT-like AI Chatbot
Rezolve.ai's ChatGPT-like AI chatbot, integrated within collaborative platforms like MS Teams, allows organizations to provide prompt, personalized employee support and services. Leveraging cutting-edge technologies like conversational AI, natural language processing (NLP), and machine learning (ML), the AI chatbot delivers relevant data and Level 1 support to employees via MS Teams instead of relying on support agents or technicians.
Integrated with Everything You Use
Rezolve.ai is pre-integrated into Office 365, major ticketing platforms, CRM applications, HRIS systems, identity & access systems and many more.
Instant User Provisioning And Access Authorization
Rezolve.ai can instantly provision users and assign needed licenses in dozens of leading SaaS platforms. It also secures needed approvals and keeps your users informed of progress.
Automatic Routing of Issues
Rezolve.ai routes complex tickets directly to L2 & L3 experts. The issue reaches the right expert with the right context. It reduces L1 effort and gets the right help faster.
Automated Password Resets
Rezolve.ai can reset passwords across significant identity providers, Active Directory, and individual applications. Rezolve.ai can also proactively prevent users from having password issues.
Email And List Management
Rezolve.ai can add users to email distribution lists and create new distribution lists.
Smart Service Desk Ticketing And Triaging
You can create, update and inquire about tickets- all within Microsoft Teams, and all the tickets contain transcripts of conversations.
"Twitter-Age" Knowledge Management
It provides employees with access to up-to-date IT information, with an intelligent feedback loop that continually improves the accuracy and relevance of the knowledge base.
'Invisible' Ticketing System
It creates, updates and inquires about tickets simply by having a conversation with the chatbot that seamlessly integrates with MS Teams.
It automates user provisioning, assigns training, and provides an AI knowledge buddy to answer all questions of new hires, making employee onboarding seamless.
Easy-to-Use Powerful Engagement Tool
It keeps an eye on the organization's pulse using employee surveys in Microsoft Teams and Slack. It improves engagement with built-in notifications. It helps to access multiple elements like tests, surveys and quizzes to engage your employees.
Modern Case Management for HR
A ticketing system purpose-built for HR teams. It enables easy ticket creation, intelligent routing to the right HR team & powerful dashboard to track and manage work.
Resolving IT support issues takes a lot of time and effort, so arming your team with the best IT helpdesk software is essential!
In your search for the best IT help desk software, we hope our list of the top 20 tools will serve as a starting point. Always choose a tool that is appropriate for your company's needs.
An IT helpdesk software empowers businesses to optimize workflows, automate complex IT tasks and processes, and deliver prompt resolutions, all while ensuring data security and compliance. As we venture further into the digital landscape, it is imperative to select an IT helpdesk software that meets your organization's current needs and lays the foundation for future growth. These ITSM helpdesk software solutions enhance efficiency, improve collaboration, and deliver unparalleled employee satisfaction.
Looking for a Game-changing IT Helpdesk Solution? Try Rezolve.ai
What is the role of IT helpdesk software in improving employee productivity and satisfaction?
IT helpdesk software is crucial in improving employee satisfaction by providing timely and efficient support. It enables quick issue resolution, tracks and prioritizes tickets, and facilitates effective communication between support agents and employees, resulting in a seamless employee experience.
How does AI technology enhance IT helpdesk software?
AI technology enhances IT helpdesk software by powering intelligent chatbots to handle routine queries, provide instant responses, and even escalate complex issues to human agents when necessary. AI algorithms can also analyze ticket data to identify patterns, predict potential issues, and suggest proactive solutions.
Can IT helpdesk software integrate with other business systems?
Many IT helpdesk software solutions offer integration capabilities with other business systems, such as CRM, project management, or asset management tools. This integration enables seamless data flow, improves team collaboration, and enhances overall operational efficiency.
What are the benefits of self-service options in IT helpdesk software?
Self-service options, such as knowledge bases and FAQs, empower users to find solutions to their problems independently. It reduces the dependency on support agents, saves time for both customers and agents and promotes self-sufficiency, leading to increased user satisfaction and reduced support costs.
How can IT helpdesk software contribute to data security?
IT helpdesk software can contribute to data security by providing features like access controls, encryption, and audit logs to protect sensitive information. It ensures that only authorized individuals have access to relevant data, mitigates the risk of data breaches, and supports compliance with data protection regulations.