It is not without credible reasons thousands of businesses are using helpdesk solutions, all over the globe! Using such specialized software enables the companies to offer great customer support and retain the customers. Eventually, usage of such software solutions brings enhanced revenue, boosts efficiency of the employees, improves sync between teams and reduces workflow related hassles. There are plenty of helpdesk solutions you can pick from and helpscout is a popular one. However, you can also select from several worthy alternatives to this software.
Listed below are a few good alternatives to helpscout you can pick from.
Groove
Groove is a feature rich helpdesk software which is aimed mostly at small businesses. It is quite simple to use and the simplicity is a major factor behind its popularity and expanding user base. The ticket management is so simplified that the UI looks just like that of any email client. When it comes to integration with web-based services and popular software used in business setups, Groove does not disappoint! It offers solid integration with more than 30 apps. These include social media services like Twitter, Facebook. It also has useful features like agent collision detection which help boost productivity and save time. Knowledgebase creation is supported and 1 dozen languages are supported for that need. The text editor is WYSIWYG. The software dashboard is also well designed and easy to manage. The basic plan is free and Groove Plus adds many more features.
Freshworks
Noted Helpdesk solution maker Freshdesk has altered the name to Freshworks. It is one of the leading helpdesk solution entities with clients in over 140 countries. Some of its high-profile clients include Toshiba and Honda. Existing Freshworks product line comprises of Freshcaller, Freshdesk, Freshservice and Freshsales. Of these, Freshdesk is a multichannel helpdesk solution used by the majority of its customers.
Freshdesk, now labeled as Freshdesk Mint has an UI that looks refreshing and aesthetic. A free version is there aimed at the SMBs but companies with bigger budgets can opt for any of the 4 paid packages too. The main window serves as the reporting dashboard which can be customized to suit workplace needs. Notification system is there and that too can be customized. Ticket management system is quite robust and plenty of filters can be set to handle automated ticket generation. The app comes with a social stream which lets the agents make tickets from the Facebook posts and tweets. Freshdesk has a nice reporting feature for the users. You can choose to get graphical responses for all questions out in.
Zendesk
Zendesk is one of the most sought-after helpdesk solutions you can buy. While it is not free – the plans are affordable and feature wise it trounces almost all rivals. The app has a soothing UI and that can be customized to an extent. Ticket generation features are robust and you can create tickets from sources like telephone, email, chat, and social networking websites and through the app. Ticket management can be automated just like the rival apps and automation works quite well. There are 5 paid packages and they cover all types of businesses.
Helpshift
Helpshift may not be as popular as some of its pricier rivals in helpdesk solution sector, it still deserves a try. It is used by bigwigs like Flipboard, Virgin Media and Viacom. It comes with real-time, messaging-based support solutions. Personalize digital messaging and advanced AI chatbot integration makes it outshine most segment rivals. It is based on a Cloud based platforms. The unified dashboard makes the workload more manageable for the agents. It helps you integrate all support modes under one umbrella. The app has robust end-to-end encryption for enterprise-grade security.
Zoho Desk
Zoho Desk is one of the most versatile helpdesk solutions you can buy nowadays. The service has a basic free plan along with paid plans which are light on wallet. On top of that, users can access Zoho’s lineup of useful online /cloud services. Setting up Zohodesk is pretty simple and it takes minimal time. Soon after setting the software up, you can start using most of its features. The UI is uncluttered and figuring out how to perform specific actions should not take much time.
In Ticket Management, Zoho Desk gets good marks. Creating and managing tickets is simple and generating tickets through top social media channels is not difficult either. The system administrators can make use of a feature called Headquarters to monitor agent performance and progress of ticket resolution. A customer satisfaction dashboard has been added in the new version.
The app comes with some handy and time saving features. One of these is its auto-snippets with which the agents can revert to customer emails fast. Another useful feature is Agent Collision prevention. Zoho Desk lets you create self service portal with ease. The knowledge base system lets you create more than one portal for business usage. Reporting features are also good and you can set parameters for generating custom report.
Happy Fox
HappyFox may not be as affordable as some of its rivals but this helpdesk solution is well suited for midsized business entities. Setting up the software is not tedious and it can be done without much time. You need to confirm an email address and thereafter its smooth process.
After logging in the HappyFox account, you can customize the UI and settings to an extent. App integration features are robust but it is not always simple. You may have to use Zapier for embedding certain apps and web services with it. It integrates with useful services like Twilio and SurveyMonkey.
Any helpdesk software without extensive ticket management setup is not complete! In the regard, Happyfox scores well. Tickets can be created in several ways. Email and social media posts can be used to create tickets for example and the app itself can be used for the same purpose. There are some automations and filters that you can set for ticket management and handling and they mostly work as desired. The Smartphone app is also handy and it has a smooth UI.
Like most of its rival apps Happyfox supports creation of knowledge base systems and you can setup more than one such portal. The software is also equipped with good report generation capabilities. You can use the report engine to generate custom reports too. HappyFox also has a useful API long with mobile software development kit. The company even bundles in enough documentation for users.
So, which you one should buy?
It is difficult to pick any one among this helpdesk tool as the best one. Each of the tools comes with pros and cons. You have to think of the business needs, priorities and budget. The feature set also needs to be evaluated and you need to see if the customer support software has the required features or not. It would be a good idea to try out all of the tools in trial mode. Most of them let users try for a limited period free of cost. Thereafter, you can form an idea about feasibility and opt for licensing. Ideally, you should go for a helpdesk solution that lets you switch between its various plans without hassles.
