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Best Help Desk Software

The best help desk software

Zendesk Support empowers support agents to handle service requests swiftly. With the best help desk software, they get time-saving tools like triggers, automatic notifications, and multi-channel support.

Internal support for any industry

Zendesk Support can be used by a company of any size, whether they’re a large, established organization or a scrappy, innovative business full of new ideas. Thousands of companies turn to the best help desk software for flexible and adaptable solutions, including innovative industry leaders like Uber and Airbnb.
  • “Zendesk Support is robust and easy to use—anyone could learn how to use it.” - Reuben Furmanski, Head of Customer Support at Fiverr

Improved resolution times

Top service desk software requires two important parts: built-in service level agreements (SLAs) and automated triggers. Both are necessary for setting a goal range for support agents to resolve incoming requests. SLAs and triggers can be channel-specific, so that agents receive clear instructions on how specific tickets should be handled.
  • “Triggers let us control exactly which content is included in each ticket so that our agents will have the information they need to address any request.” - Lucille R., ESolutions Manager, NA Global Delivery Center at Xerox Corporation

Share information across teams

Knowledge bases are included in top service desk software to provide a seamless self-service experience for internal teams. These can drive internal support processes, highlight the most frequent questions, and give support agents total control of ticket tracking and knowledge base content.
  • “Our job is to keep our employees happy and productive. Zendesk Support has already solved so many issues for us.” - Russ Gangloff, Director of Customer Support at OpenTable

Dependable results

Analytics provide helpful insights for a better understanding of internal support processes and increased employee satisfaction. Key metrics, like volume spikes and time to resolution, can be measured to highlight how an individual agent or the entire support team is progressing.
  • “It’s guaranteed that every person that starts with Xero is going to have some interaction with Zendesk.” - Hadleigh Lynn, Support Team Lead – Internal IT at Xero

Centralized support for every channel

The best help desk software is part of a centralized support solution, bringing all support queries into a central place. Support agents only need to access one platform to hear from employees and customers, no matter if they called, initiated a chat, or left a comment on a social media site. Integrated applications can expand the solution’s reach and bring queries in from the most popular productivity apps, project management systems, team-communication tools, and much more.

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