Is your company in need of a help desk? The handy resource can help reduce downtime in IT services and helps focus your company on the end-user experience. Any basic help desk will help provide technical support in order to get an end-user up and running again. It should have the capability to:
- Function as a single point of contact
- Track all incoming incidents
- Offer basic problem management (including issue escalation)
- Collaborate in a simple and streamlined fashion
- Create reporting (monthly, quarterly, yearly) that breaks down
- The number of issues
- Response time averages
- Time taken to fix issues
- Etc.
The Benefits of a Help Desk
An efficient optimized help desk provides many knock-on benefits, including:
- Customer satisfaction
- Improved product quality
- Improved productivity
- Cost savings
Help Desk Plug-in Options for Jira
When it comes to Jira, there are many great help desk plugins that can assist any type of company in responding quickly and acting on any issues their clients may be experiencing.
Looking for a list of a few good options? Here are a few that offer some great help desk features.
Jira Service Desk
JIra Service Desk covers a project from concept to launch (and doesn’t just handle after-launch issues). It’s best for managing projects in the software development cycle and is a fully-featured ITSM solution that includes a self-service portal for a relatively low price ($49/agent/month).
Users who use Jira in general can lik Jira Service Management tickets to Jira Software issues. That way, support and dev teams can collaborate using the same platform in order to speed up issue fixes and push changes quickly.
Jira Service Desk offers the following capabilities:
- Self-service portal
- Service level agreements (SLAs)
- Customer satisfaction (CSAT)
- Incident management
- Problem management
- Change management
- Request management
Groove
Groove offer ticket-based CS management that’s affordable and easy to use. With Groove, teams will be able to talk with theircustomers via email, social media, chat, or the phone, and easily keep track of it all within our intuitive dashboard.
The solution is extremely collaborative as well, ensuring that team members have all the information they need without stepping on anyone’s toes.
With Groove, teams get:
- Alerts / Escalation
- Call Center Management
- Customizable Branding
- Document Storage
- Email Integration
- Real-time chat
- Reporting/analytics
- And so much more
The solution is largely designed for growing teams. Scaling businesses and startups get everything they need to be more productive and keep customers happy without the stress of dealing with a complicated helpdesk.
They offer a free 15-day trial so that your business can try it cost-free and see if it fits with your workflows and requirements.
HappyFox
Happy Fox has been rated Best Help Desk Software by PC Magazine for 5 years in a row. That’s not a surprise as a cloud-based all-in-one solution that provides a built-in knowledge base, community forum and end-user support portal. With various pricing options, that solution is also a great option for both startups and enterprise-level organizations that need extensive help desk infrastructure.
The product offers:
- Ticket Management
- Customer management
- Help desk automation
- Help desk reporting
- A support center
- Security
- Third-party integrations
- And more
Basically covering every aspect of a help desk for companies of all sizes and configurations.
Solar Winds
Solar Winds speeds up issue resolution for teams and users alike. Its ability to help a team’s help desk personnel go back on tickets to deal with repeated issues is excellent and has self-serve helpdesk functionality, allowing an employee to open and close their own request and add as much detail as they like to any ticket. That means there’s no need for users to call in and have someone open a ticket for them.
The solution is suited for companies of any size and offers many services, including:
- Email integration
- Customizable branding
- Real-time chat functionality
- Iteration tracking
- Ticket management
- Reporting
- And more
ZenDesk
Zendesk gives customers multiple avenues to connect with your help desk team – via email, Facebook, Twitter, the web or mobile. With easy ticket forms, companies can create multiple support request outlines to help agents understand the kind of support customers are looking for. This also allows them to collect the relevant details up front to help them dive into issues quickly.
Zendesk scales easily, with a robust system that can help businesses that are figuring out how to organize themselves better. It’s also perfect for enterprise-level organizations that need to streamline complexities across multiple locations. The solution is also multilingual, multi-brand, multi-region, and multi-product with all activity centralized within a single account for easy management.
If you are looking for solutions that help you streamline processes, we’re here to help. Find out how Bitband can simplify your team’s communications or automate processes across various Atlassian-approved apps by contacting us here.
