Groove is a help desk software solution that makes it easy for service agents to organize all their tickets and communications. As support tickets come in through a portal, the program can assign agents to them as needed, provide a collaborative space for notes and monitor each ticket’s status.
Customer service software isn’t flashy, loud, or new to the scene; it’s more so the quiet performer in the business software segment. With a laser-like focus on customer relations, the tool has grown beyond the glorified email inbox that it once was. Solutions such as Zendesk, Kana and Desk.com by Salesforce, have evolved to become multi-faceted tools in the customer support agent’s tool belt.
If you’re a broke startup, the search for the right help desk software can be even more complex and overwhelming. I should know, because I ran a small business. Read on for my thoughts on 8 free help desk solutions designed for small businesses.
In this Q&A with Freshdesk we spoke with Dilawar Syed, President of North America Operations, about the company’s commitment to comprehensive support software, its growing appeal to customers of all sizes and its foray into the IT help desk industry.
GS/HelpDesk is internal IT service management software for IBM Notes/Domino designed to support commonly implemented ITIL service support processes including incident management, problem management and change management. The platform enables service agents to create, update and close incidents via mobile interfaces for iPhone and Android, update and close service requests via email on any device type, and is equipped with archiving and data loading agents.
GS/ServiceDesk is customer service software designed for IBM Lotus Notes/Domino. The platform automatically converts emails and web requests into service requests, automatically links user communications with existing service requests, and is equipped with broadcast email capabilities including full filtering on any combination of fields.
Elementool Help Desk is help desk software that centralizes and tracks customer communication histories, allows the user’s customers to view email communication statuses and histories, and generates customizable in-depth reports that provide insights into how long it takes to resolve tickets. The platform tracks all aspects of a help ticket’s lifecycle, enables users to design and implement help forms within their websites to help users place help request tickets, and allows users to create customized automatic responses for when customers submit help tickets.
Bluenose is a customer service software solution that identifies customer relationships that are in danger of ending.
C-Desk is a help desk solution and service request management solution bundled with many other features to help the organization to improve internal communication, communication with customers and teamwork.
WalkMe is a guidance and engagement software solution that allows users to guide customers through presentations and resolve service issues. The program works across any web browser type and invites participating customers into online conference rooms.