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Best Help Desk Software

Deliver exceptional customer experience by staying connected at any time, from anywhere.

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Help Desk Software for Small Business

If providing great customer service and ensuring customer satisfaction matters to your business, a robust helpdesk ticketing system is just what you need. EngageBay's helpdesk ticketing system is seamlessly integrated into a unified all-in-one platform.

EngageBay allows you to choose between a classic ticketing system and a modern live-chat based ticketing system.

What is a help desk software?

Let’s take an example where you are an online seller of groceries on your website. It is natural that you will receive customer queries on a regular basis - questions about the availability of items in stock, shipping costs, expected delivery dates, refund requests and more. Whatever mode they choose to communicate with you through, it is expected that you are present there to address their concerns. That’s where a helpdesk software comes in.

A helpdesk software helps your business to streamline all conversations between your customers and yourself across multiple channels into one place, keeps track of user requests, enables you to communicate with customers more easily, and helps you deal with other customer support related issues better.

Explore the Features of The Best Help Desk Software

Ticketing

Address and resolve all issues at the earliest with EngageBay's powerful ticketing capabilities. Keep your customers happy and improve retention

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Groups

Create ticket categories based on particular issues and route them to the appropriate team (e.g. sales or support). This feature ensures dedicated support for individual customers.

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Intelligent Views

Enjoy bird's-eye-views of data that matters most such as priority tickets, right on your dashboard. Customize intelligent views to show you just the information that you wish to view.

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SLAs (Service Level Agreements)

When ticket resolution windows exceed the due date, set up trigger campaigns to send alerts to your teams. Convey precise delivery commitments for customer expectations and entitlement from your support team.

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Smart Workflows

Use automation to define ticket priorities, set their status and assign them to the support team members. Save time wasted in routine tasks and use it to address higher value tasks.

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Ticket Labeling

Organize and categorize your tickets using labels for improved efficiency. Automate workflows based on these labels to streamline your customer support process.

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Canned Responses

Create templated, predefined replies to ensure quick and consistent responses to frequently asked questions by customers. Reduce response times substantially and also ensure accurate responses every time.

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Recommendations

Receive smart system-generated recommendations based on canned responses and ticket labels. Ensure that your team is kept on the same page and facilitate professionalism.

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Reports

Enjoy graphical report views on your dashboard about metrics such as ticket status, priority, first response time, and more. Be on top of things with insights into the metrics that matter most.

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Integrations

Make the most of integrated widgets for telephony, support, billing, social media, e-commerce, or integrate your own custom widget. EngageBay assists you in managing every step of the customer journey.

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Help Desk Software Frequently Asked Questions (FAQ’s):

  • Does my company need help desk software?
  • How do you choose the right helpdesk software?
  • What is the best way to evaluate help desk software?
  • How to measure the impact on your help desk software?

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