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What Is The Purpose of Help Desk In A Business?

Freshdesk: No. 1 Help Desk Tool

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What is the purpose of help desk in a business? Its main function is to resolve customer complaints and queries in an organized and accurate way to ensure customer satisfaction; thus, enable the company’s long-term profitability.

At the core of help desk is a ticket management that sorts customer conversations in many ways including by urgency, date and demographics. This feature can also automate processes to speed up resolution. But there’s more to help desk than handling tickets, as we’ll explain in this guide in a Q&A format, starting from the basics to the relevant aspects.

  1. What Is The Purpose of Help Desk?
  2. What Is Help Desk?
  3. What Are the Benefits of Using Help Desk?
  4. Why Should You Use Help Desk Software?
  5. How Do Software Tools Optimize Help Desks?
  6. Who Should Lead the Way in Implementing Help Desk Solutions?
  7. How Should I Implement a Help Desk System?
  8. How To Efficiently Roll out a Help Desk System?
  9. What Are Potential Help Desk Problems?
  10. How To Choose The Best Help Desk Software?
  11. What Are the Latest Trends in Help Desk?
  12. Examples of Help Desk Software Solutions?

1. What Is The Purpose of Help Desk?

The principal purpose of help desk is to cut down IT services and functions’ downtimes, making them available for much longer periods of time. These platforms focus on end users, making sure that technical issues and customer concerns are quickly addressed and resolved.  Issues are also easily prioritized by category, allowing IT professionals to engage in multitasking. When needed, help desk can customize tickets so that more detailed information are collected and issues categorized for convenience. Such tools can automatically assign issues by analyzing tickets. These can be assigned to relevant staff who may be more adept in handling certain issues than others.

2. What Is Help Desk?

Help Desk refers to a breed of software solutions, which involves all apps and systems that businesses use to respond to customer queries and concerns in the shortest possible time. 

These tools showcase common features such as:

  • Ticket management
  • CRM
  • Contact management and ticketing
  • Point of contact
  • Registration mechanisms
  • Lead extraction
  • Tutorial builders

3. What Are the Benefits of Using Help Desk?

Now that you know what is the purpose of help desk is, it is just as important to know how such solution can benefit a business. The following are but some of help desk’s benefits:

  • Automation of customer services
  • Productivity and issue tracking
  • Better view of customers’ data
  • Improved asset management
  • Better scalability of infrastructure
  • Minimizes issue resolution time

Source: The Rockefeller Corporation

4. Why Should You Use Help Desk Software?

Aside from the fact that help desk solutions automate the customer support process, there are plenty more reasons why businesses should use these tools. They eliminate the need for agents to respond to individual inquiries sent via email as such can be moved to help desk queues. 

Now you may think that your business is doing good and therefore, does not need a help desk solution. Remember that these tools are designed to improve customer service, which every single organization must keep on reinventing to achieve growth. Help desks allow organizations to standardize excellent customer service to any issues, boost efficiency and save valuable time. This is especially true in the case of data entry, which such systems eliminate. They are also capable of categorizing and streamlining issues by importance. 

Knowledge bases, which are an integral part of help desks, allow clients to resolve common issues on their own, enabling agents to focus on more complex problems. They can likewise set ticket priorities and the amount of time permitted for resolution. Metrics such as customer satisfaction, ticket volume, resolution times and agent performance are tracked by help desk solutions, making sure that customers get the support that they deserve.

Read our detailed top 20 help desk software guide here will get you up to speed to knowing the best options you have in the market today.

5. How Do Software Tools Optimize Help Desks?

The primary goal of help desk software providers is to automate all aspects of customer support. The ideal help desk solution must have core capabilities that include an automation suite, reporting and optimization and ticket management.

Aiding agents in redirecting customer queries and concerns to competent staff is the principal function of the automation suite. This capability makes sure that all tickets are responded to quickly, which is made possible by automated notifications.

The reporting and optimization functionality is seen as the most critical of the three, enabling decision makers to collect vital information related to critical help desk areas. From this, managers get insights on how their help desks are performing, allowing them to come up with much-needed improvements.

Perhaps the most useful feature of help desk solutions, ticket management allows managers to respond to calls and log them easily. It likewise enables agents to receive and answer customer feedback via social media.

6. Who Should Lead the Way in Implementing Help Desk Solutions?

As with any other corporate undertaking, help desk implementation starts from the top, with executives initiating the process. However, onboarding a help desk solution is pretty labor intensive and requires the cooperation of all parties involved, including the vendor, prospective users and managers. Such collaboration is needed so as to be able to define, document and develop a working help desk.

Constant communication among stakeholders is also necessary in developing the perfect help desk solution. This is where the importance of the vendor-client communication is highlighted. Such is accomplished by holding kick-off meetings where a vendor is able to define a company’s help desk needs by determining the business’ organizational structure and processes that need addressing. This is essentially how effective help desks are implemented, with vendors and businesses kickstarting the whole process.

7. How Should I Implement a Help Desk System?

Implementing a help desk solution, although a Herculean task, can be achieved quite efficiently provided certain things are observed and others avoided. The first thing one has to do to implement such a system is to try to keep it simple. A simple solution can offer all the basic features and functionalities that customer support calls for. It will also be easily learned and understood by support staff, paving the way for ease-of-use. In due time, a simple solution can eventually be upgraded as the need arises. Another thing to remember is to identify the parts that your employees will take part in your workflows and how they can influence the implementation of the platform. To achieve this, an implementation team should be able to identify processes that should be followed. Once done, the needed help desk capabilities in managing such processes can be determined.

Source: ClickFox

8. How To Efficiently Roll out a Help Desk System?

For a chosen help desk platform to succeed, you will need to convince users of the benefits of the tool. In short, you have to get them to support use of the system and there are several ways by which this can be done.

  • Inform users on how the system can benefit both them and management.
  • Provide a thorough explanation of the entire help desk process so that users would know what to expect from the system. Focus on how fast the solution can address issues.
  • Teach users the role they will play in the program. A demonstration of how to use the software is recommended.
  • Make sure that everyone involved knows about the help desk. Do this by conducting trainings and issuing reminders.
  • Ensure that ticket submission remains simple.
  • It is recommended that company executives be present when the system is officially introduced. Management support is indispensable in these sort of events.

9. What Are Potential Help Desk Problems?

  • Inadequate knowledge of business – Outsourcing help desk is a tricky proposition. The vendor should have adequate knowledge of your business to be able to provide efficient customer support. Agents who lack knowledge can negatively impact your company’s customer satisfaction. In such cases, the idea of providing customer support through in-house agents might be a better idea.
  • Insufficient agent training – The problem of high attrition rates in call centers from employee resignations is real. This could be due to the fact that call center workers view their jobs as temporary work. Companies can change this view by motivating workers to stay longer by providing them with the proper training, which can improve workforce capability and stability. Providing employees with a wide array of skills can help them become better at doing their jobs and versatile.

10. How To Choose The Best Help Desk Software?

Not all help desk solutions are created equal. They vastly differ in features and functionalities, not to mention their pricing models. The following is a guide on how to purchase the right help desk software. It will walk you through critical issues that should be taken into account before committing to a platform.

  • Avail yourself of free trials – Lots of vendors in the market offer free trials of their help desk solutions. Signing up for these is quite easy or if you prefer, watching a demo of how the software works can also help you make a purchase decision. Trials allow prospects to explore a product’s key features before actually making a purchase. They likewise can learn about a product’s setbacks and look for a better alternative if necessary.
  • Know target businesses – It also makes sense to know what particular solutions specific business types and sizes require and what they use it for. For small businesses, help desk software is mostly used for customer service and technical support. IT companies, on the other hand, use them for more efficient and organized customer services. Meanwhile, third-party BPOs and call centers use these products to automate customer support.

We can see six trends happening in the field of help desk in the next few years, if, in fact, they haven’t started yet.

  • Self-service capabilities from AI use – End user self-service capabilities from artificial intelligence-enabled help desks are seen to become a common thing. This will be achieved through the use of technologies such as virtual digital assistants and chatbots. Self-service support will no longer be confined to searching knowledge bases and FAQs.
  • Improved configuration from machine-learning technology – Support staff will soon be able to access a wide array of data sets as they become integrated into help desks through the use of machine-learning technology. This will result in significant improvement in issue diagnosis and problem management.
  • Help-desks to become more user-friendly – As help desk solutions have become even more feature-rich, operating them has also proved to be difficult for many users. More complex dashboards have been developed, adversely affecting user experience. Such development is seen to wane in 2018 with new tools simplifying agent interfaces with the goal of boosting efficiency in mind.
  • More business-focused help desks – Businesses’ integration of technologies changes help desks’ orientation to a business-focused one. Help desk agents are seen to sustain digital processes by maintaining user access, addressing data discrepancies and managing workflow issues.
  • Gamification to boost agent productivity – Gamification has become a very handy tool in motivating agents. Companies employ reward systems to boost agent productivity, motivating staff to perform better in the process.
  • Growth of the help desk software market. The growth of global help desk market is at 49.3% CAGR from 2014 through 2019.

Examples of Help Desk Software Solutions

1. Freshdesk

Freshdesk is a cloud-deployed help desk software that is targeted at small and large businesses. Its key features include integrated game mechanics, multichannel capability and multiple SLA policies and self-service portals. More standard functionalities such as ticketing, a knowledge base and a community platform also come with the system. Its rich features laid down on an intuitive framework in mind, Freshdesk is recognized with our Best Help Desk Software in 2017 Award. You can sign up for a Freshdesk free trial here.

USER SATISFACTION 100%
OUR SCORE 9.8
Freshdesk won our Best Help Desk Software Award for 2017

The software allows agents to quickly convert emails into tickets, resulting in speedy response times and improved service accuracy. Popular third-party application integrations are also available, which include CRM and multimedia tools like Google Apps, YouTube and Slideshare. The platform is mobile optimized, supporting devices running on Android and iOS. Social media capabilities allow users to monitor consumer posts regarding products, allowing decision-makers to resolve potential issues.

2. Zendesk

One of the most popular help desk solutions currently in the market, Zendesk is a cloud-based platform aimed at both small and large business enterprises. The software is guaranteed to help organizations cut costs, ensure consumer satisfaction and boost employee productivity.

The platform can manage thousands of tickets in a single day, with integration with online channels such as email, chat and social media easy to achieve. Such integrations aid companies in effortless tracking and delivering customer support. Once installed, Zendesk can be accessed from any computer or mobile device, making it ideal for small enterprises.

Deployment is a breeze as the software can be installed within minutes. It offers the ability to set up online service portals that are accessible 24/7, knowledge bases, along with online forums. These features allow customers to search a solution to a particular concern themselves. In addition, Zendesk can be used to customize the help desk in accordance with a company’s brand, providing tools to help businesses improve their image.

Aside from these, the platform can also serve as a reporting and analytics tool. With Zendesk, businesses can graph consumer satisfaction ratings and customer support team performance against specific targets. Other functionalities include integrations with business and productivity tools and multichannel customer support.

3. Samanage

Samanage is a cloud-based help desk platform that also has the functionalities of an asset management and information technology platform. Users can send online requests using the system, which provides IT support staff with access to critical asset configuration. Processes such as tickets, service requests and fulfillment can be streamlined while a knowledge base allows customers to find answers to common issues.

The platform’s ability to integrate email with any self-service portal provides users with flexibility while being able to track SLA goals’ progress. Popular third-party app integrations include Google Apps and Zendesk, to name a few. For users who require mobile optimization, the solution offers a mobile browser, which can access the system anytime, anywhere. The product is easy to install on any device and is deployed using group policy or domain login scripts via active directory.

4. LiveAgent

Robust help desk solution LiveAgent can be used by just about any business type and size. It sports customer support technologies, which include email, live chat and social media integrations. What sets this app apart from the competition is that it does not have a steep learning curve, and requires but a few hours of training.

What’s good about the platform is that the vendor assures even the smallest users of 24/7 customer support, with all its pricing plans offering the same support package. It enables users to reach out not only to their existing customers but to prospects as well. It makes use of a sole inbox in storing client emails and automatically sends and stores tickets and customer requests so as not to lose them. It can likewise respond to requests as it has all the information needed to evaluate responses.

5. Freshservice


Cloud-based help desk software Freshservice is known for being able to boost any business’ customer services. It has a myriad of features, which include ticket management, a knowledge base, asset recovery and CMDB. The solution is designed to automate all tasks related to customer support. The ticketing system is highly customizable, with field templates providing just about any company’s needs. It is likewise capable of sending out notifications, service levels, proactive notifications and escalations.

In addition, a plug and play information technology infrastructure library comes with the app, allowing users to keep up with best practices. The software’s self-service portal enables customers to resolve certain issues by themselves by being able to raise tickets, browse the knowledge base and raise older tickets. Freshservice can be accessed from anywhere at any given time as it has a mobile app. As the solution is cloud-deployed, it does not require maintenance and ensures data security.

6. Desk.com


Desk.com is a help desk solution that is suitable for use by small and medium-size businesses but can also be used by larger enterprises. The software allows users, when needed, to remove part-time agents. Embedded social media apps render the system capable of monitoring and addressing customer concerns quickly. Aside from this, client experience can be monitored and social support provided as needed.
The platform has excellent mobile optimization, supporting devices running on Android, iOS, Blackberry desk and mobile browsers. It can capture client communications from media such as email, phone, chats and social media, making it easy for support personnel to monitor and address customer issues and inquiries. A central storage location called a Universal Inbox keeps data secure and accessible to all users.

7. Salesforce Service Cloud

A robust customer support system, Salesforce Service Cloud utilizes a variety of business channels to foster consumer interaction and engagement. A single interface manages all consumer concerns and queries, which can be accessed using devices like tablets, smartphones and laptops.

A comprehensive knowledge base can be easily accessed by clients, which also facilitates interaction with other members of the community. Through this feature, customers can resolve problems all by themselves, which can result in improved customer loyalty and retention. The solution has integrations with popular third-party applications. Boasting highly-personalized support, Salesforce is a predictive service, recognizing potential problems and addressing them before they even occur.

8. TeamSupport

Cloud-based TeamSupport is a complete help desk platform that fosters communication and collaboration among support staff by opening up all channels. It is designed to cater to both small businesses and large enterprises as it is highly-scalable. Customer service is improved owing to the fact that interdepartmental relationships and resource and client management are streamlined by the system.

The solution supports all devices running on Android, iOS, Windows Phone and Blackberry. This mobile optimized product allows support staff and consumers to access the platform anytime, anywhere. Notable functionalities such as live chat, customer self-service portals and screen recordings, to name a few, are present. Setup is a breeze as TeamSupport is cloud-based, doing away with complex installations, which can greatly benefit small businesses.

9. SysAid

A popular help desk platform, SysAid is highly-scalable and customizable, not to mention very rich in functionalities. It effectively fuses help desk and asset management solutions for businesses who require them. The system comes in a variety of modules. Users can start from a single module and add more as the need arises. Supporting both iOS and Android devices, this mobile optimized tool can be accessed anywhere at any given time.

Prominent features include incident and service request management, chat, IT asset management, mobile solutions, mobile device management and industry benchmarking capabilities. Everything a company needs to effect an efficient help desk and IT service management, the system provides with a single solution. It sports ITIL functionalities, which include change and problem management, automation and workflow features. Notifications to specific devices are provided, without the need for a separate login. Network and mobile devices are detected with ease, doing away with manual data importation or entry.

10. Cayzu

Cayzu is built for easy management of support inquiries on a singular communication channel. This affordable cloud-based help desk solution can be seamlessly integrated to various platforms, allowing you to centralize communications across your social media channels, phone, emails, and websites. It uses a smart ticketing workflow so users can easily see priority conversations, take accountability for their customer engagements, and better collaborate with their peers.

To provide your customers with better and faster services while ensuring no client falls through the cracks, Cayzu features automated assignment rules and workflows. This allows you to automatically route inquiries to concerned departments, auto-close resolved tickets as soon as their issues are resolved, and others. Various filters can also be toggled for easier navigation and better visibility on your ticket list.

By now, you will have gained a working knowledge of what help desk is all about. As most businesses do, you can leverage the power of these tools to boost your customer support, your bottom line and achieve growth. There’s a ton of these solutions out there and making a purchase decision is not easy. You can also try these 6 free help desk solutions if budget is tight or if you want to “get into the system” at no cost for now.

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