Salesforce's Desk.com ($30 per user per month for Standard edition) is one solution that will catch the attention of those looking for a more basic help desk software option. It's always worth remembering that not every customer needs every bell and whistle. And while a package like our Editors' Choice winner Vivantio Pro is great for a large organization with complex workflows, there are plenty of businesses, especially in the SMB sector that just need the basics. That's where Desk.com comes in. If there is no need to complicate matters and your business needs a more pared down help desk solution, choosing one with a simple approach to customer support, like Desk.com or Freshdesk, might be a better choice. Those looking to outfit a small software development team or a local-only consulring operation are good examples of folks who wouldn't need enterprise-grade features, and with a decent price for its Standard edition bolstered by an excellent price for its Starter version … [Read more...] about Desk.com
Service desk experience
There's a lot of great help desk software out there for businesses of any size, from a large enterprise down to a small to midsize business (SMB) with a handful of employees. While it's tough to get a more comprehensive standalone help desk platform for your money than Editors' Choices HappyFox for SMBs and Vivantio Pro for enterprises, that doesn't take into account the type of business you're running, and in what other software and services your business may be invested. Let's say you're a software development shop running an agile continuous delivery process through Atlassian Jira and managing the Git code repositories using Atlassian Bitbucket. For the many open-source and commercial software projects relying on Atlassian's issue-tracking pipeline or the thousands using those platforms in tandem with Atlassian Confluence for team collaboration or Atlassian HipChat for real-time chat, there's far greater value for overall productivity in choosing a help desk platform that plays … [Read more...] about 5 Tips to Supercharge Your Jira Service Desk
Great help desk software can improve the productivity, efficiency, and communication of a business by enabling its IT department to quickly respond to customer or employee requests. This can do wonders for customer and employee satisfaction in a business of any size—from a small to midsize business (SMB) to a larger enterprise organization with thousands of employees. Great help desk software does this while making lives easier for the IT department that is handling the requests. Help desk software Freshdesk offers some of the best features when it comes to ticket management and the customization that's integral for creating a smooth help desk experience. So, when IT software provider Spiceworks, Inc. recently announced the release of its namesake cloud-based help desk software solution (which is available for free), Freshdesk seemed like the ideal product with which to compare it. As we compare, we'll note which features give each product the edge over the other. … [Read more...] about Freshdesk vs. Spiceworks: Which Help Desk Software is Best?
Businesses of all sizes need to resolve their customer and employee support issues quickly and consistently, and this is where help desk software plays a critical role. Choosing the right help desk solution for your company can be challenging no matter what size the business, but owners of small to midsize businesses (SMBs) have different considerations than their larger counterparts. For example, SMBs with smaller budgets can often benefit from Software-as-a-Service (SaaS) solutions due to their affordable pricing plans. Cloud-based systems such as these often don't require a lot of management overhead, which is perfect for SMBs with small or non-existent IT staffs. If the initial setup process and the day-to-day management of a SaaS help desk solution can be handled by someone without a lot of technical experience, this is good news for SMBs looking for affordability with big company help desk functionality. The following are 5 tips to remember when shopping for the right help desk … [Read more...] about 5 Tips: Pick the Right Help Desk Solution for Your Small or Midsize Business
Why Telephony Is Still a Must-Have While more people are choosing to conduct their business communications over digital means these days, the fact of the matter is that the phone is still an important device in the workplace. Most of today's businesses are using voice over IP (VoIP) services. This is done for a number of reasons. First, it costs less than getting set up through a standard phone provider. Second, and perhaps more importantly, VoIP setups allow for a much more robust feature set. In fact, the magic of VoIP service allows even smaller companies to do things that are usually reserved for bigger organizations, such as offering autoattendants, voicemail, faxing, and more. In recent years, VoIP even offers things such as voicemail-to-text, multidevice softphones, and more. Having all of your telephony operations happening through VoIP also means that every piece of your communications is stored as data and can be easily mined. That's especially valuable when you're talking … [Read more...] about The Best Business VoIP Providers and Cloud PBX Services of 2018