Keeping customers and users happy is critical to most organizations' idea of success. You could be running a support desk for a product your company is selling or you could be an IT professional operating a help desk for a large in-house user base. The situation is generally the same (users of a service that occasionally has problems) as are the goals (solve issues rapidly and keep people happy). With these help desk platforms, your IT department can get a better handle on user problems and shorten the time from complaint to resolution.
Help desk software is the heartbeat of a well-run help desk and is a vital consideration for business owners. In fact, it's one of a company's top priorities whether that company is a small to midsize business (SMB) or a large organization. Fortunately, you are not short of options from which to choose as there is a wide range of help desk software available. Some solutions are better suited for SMBs while others are better suited for larger organizations; still others are best for internal IT operations rather than organizations dealing with customer requests. Also, not all help desk software is created equal.
For example, help desk software such as Cayzu, Freshdesk, HappyFox, Vivantio Pro, and Zendesk Support include social tie-ins that let tickets be raised from social media websites such as Twitter. This could be an important feature to a company that deals with a large customer base but one not nearly as important (or even relevant) for one using the system simply as an internal IT service platform.
Other help desk software, such as Jira Service Desk, provides additional security measures and identity management (primarily Single Sign-On or SSO) features, which may be key differentiators to some companies. SSO offers users the ability to one set of log-in credentials for multiple applications. Keep an eye out for these types of security features.
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