Handle 10x more support cases with HelpDesk

Help desk software is a tool that serves a wide range of customer support activities. You can organize messages, give assistance, and exchange information with customers at a single point of contact (SPC). The help desk uses tickets for communication — that's why it's also known as ticketing system software.

The data collected from tickets is a valuable source of customer information. You can analyze support stories and be well-prepared for new customer cases and issues.

The help desk software generates themed reports that enable you to verify your team's performance and improve your organization's customer service strategy.

A help desk system deals with support requests or emails (called tickets) from users. When users have specialized issues or need help, they send a support request through different channels like email, phone, or an online form on a website. The help desk team or software then sorts and prioritizes the tickets based on the nature and seriousness of the issue. The ticket is then assigned to the appropriate support personnel or team who work on fixing the issue. The help desk keeps track of the ticket's progress by providing updates and communicating with the user. Once the issue is resolved, the help desk gives the user a solution and closes the ticket.

Yes, HelpDesk offers 24/7/365 support. Feel free to reach out to our helpful support heroes at any time for guidance.

Use our support desk to handle requests through a structured process and efficiently manage and respond to customer requests.

1. Ticket creation: Users submit tickets through email, web forms, or social media, including all details.
2. Ticket assignment: Tickets are automatically assigned to suitable agents based on predefined rules.
3. Ticket tracking: The system tracks ticket status and updates, recording agent notes and actions.
4. Ticket prioritization: Tickets are prioritized based on impact, urgency, or predefined SLA rules.
5. Communication and collaboration: Agents communicate with users, request information, and collaborate with colleagues.
6. Ticket resolution: Agents work on troubleshooting, providing instructions, or escalating to specialized teams.
7. Ticket closure: Agents update ticket status, record resolution details, and gather user feedback.
8. Reporting and analysis: HelpDesk systems provide reports on ticket volume, response times, resolution times, and customer satisfaction.

HelpDesk prioritizes the security and privacy of its users' data. Here are some features and measures that HelpDesk implements to provide security:

1. Data Safety. HelpDesk complies with General Data Protection Regulation and holds Privacy Shield certification, ensuring strict data protection standards.
2. Secure Connection. HelpDesk employs a 256-bit SSL secure connection, which encrypts data transmitted between users and the HelpDesk servers.
3. Build-in Anti-Spam Protection. HelpDesk incorporates anti-spam protection to prevent spam emails from reaching users' accounts, ensuring a cleaner and more secure inbox.
4. Audit Log. The Enterprise solution offers an audit log feature that tracks and logs activities within the system.
5. Security Assistance. HelpDesk offers additional support and guidance to the Enterprise solution in implementing security measures and best practices.

Discover security features

HelpDesk offers three different plans, each tailored to different sizes and types of businesses:

1. Team plan for growing teams with entry-level needs. Annually, the rate is $29 per agent per month, offering a 15% discount compared to monthly billing. For monthly payments, the cost is $34 per agent per month.
2. Business plan for businesses with complex operations. The annual rate is $50 per agent per month, providing a 15% savings when billed annually. For monthly payments, the cost is $59 per agent per month.
3. Enterprise solution, fully customizable to accommodate corporations requiring an individual approach. The pricing for the Enterprise solution is customized based on the organization's specific needs. Businesses interested in this plan are encouraged to contact HelpDesk directly for a tailored quote.

Check out pricing

HelpDesk ticketing tool provides a free 14-day trial to assess if our solution is the right fit for you before committing to payment. Following the trial, you can opt for the Team plan priced at $29 per month per agent (billed annually), the Business plan priced at $50 per month per agent (billed annually), or the Enterprise solution based on your requirements.

You don't need to install HelpDesk at all, as it's a browser-based solution. The only thing required to use the application is an internet connection. Sign up for a free 14-day trial to test it out!

Yes, we offer a wide range of integrations with popular apps, including LiveChat, ChatBot, HubSpot, GitHub, Salesforce, Clearbit, Jira, and more. You can explore all the available integrations in the HelpDesk Marketplace.

Yes, HelpDesk can automate your ticketing process with workflows. It involves the automatic creation of support tickets, assignment to the right agent, prioritization, escalation, communication with customers, and resolution. Automation reduces manual effort, improves response times, and enhances customer satisfaction.

Our team is here to assist you throughout the entire process, including providing information about potential costs and the possibility of our assistance in covering them. For further details, please feel free to chat with us.