17个免费帮助台Softw顶部are and Ticketing Systems in 2021

One of the hardest parts about working in customer service is the workflow. It's extremely unpredictable. When you're on the frontline, you have no idea what kind of case you'll be taking next or how long it will take to resolve it. During my time on the HubSpot Support Team, I solved some cases in minutes while in other cases it took me hours just to identify the problem.

The point is, your客户支持reps don't know what their daily workload is until they pick up the phone and answer a call. This puts pressure on the rep to not only be flexible when faced with surprises but also to be organized enough to handle an unpredictable workday.

并非每个问题都在第一次通话后解决，因此您的代表需要建立一个系统来处理长期和短期支持案例。这是帮助台软件和bob电竞官方下载ticketing systems在客户服务团队的成功中发挥重要作用。这些工具在团队成员之间分发了传入的服务请求，并帮助他们管理长期案例的后续行动。

帮助台软件可以增加客bob电竞官方下载户服务团队的支持带宽，同时改善整体customer experience，但是这些系统可能很昂贵。当您在预算紧张的情况下工作并且需要高质量的帮助台软件时，有几种免费选项可用。bob电竞官方下载当然，有一项折衷。免费的帮助台软件可能会施加用户bob电竞官方下载和功能限制，但是它们肯定会陷入困境。当您准备升级时，您始终可以购买付费版本，也可以切换到更强大的系统中。让我们看一下您团队可以免费使用的一些顶级帮助台软件和票务系统。bob电竞官方下载

如果您的公司希望bob全站app为客户和您的服务代表提供更好的客户服务体验，则应考虑采用强大的帮助台软件。bob电竞官方下载如果您不确定要选择哪一个，以下是顶级免费帮助台软件和票务系统。bob电竞官方下载此列表包括具有免费试用和免费增值选项的bob电竞官方下载软件。

1.HubSpot的服务中心

HubSpot的服务中心offers a complete package of帮助台and ticket management tools that can support nearly every function of your customer service team. These tools include features like知识库, live chat,集中消息, and bots. HubSpot's service software makes it easier for companies to expand the bandwidth of their customer service team without having to hire new personnel.

HubSpot的服务枢纽的独特之处在于，其工具可以与您的工具集成在一起CRM和内容管理软件。bob电竞官方下载在聊天期间，代表可以提取客户的联系信息，不仅看到他们的帐户信息，而且还查看他们与公司的过去交往。bob全站app这有助于个性化客户服务体验，因为代表将对客户与您的品牌的历史关系有更深入的了解。

2.Agiloft

Agiloftwas first considered to be an internal help desk software but has quickly become a favorite for customer-facing support teams. This is because it provides a portal that users can submit requests through at any point in the day. If personnel are not available, the service will log the request and send a self-service solution as an immediate response before a rep follows up on the case.

Another great feature of Agiloft is that it provides long-term management solutions for cases that may be more complex. The software will launch proactive alerts if a case has been open for too long and needs to be escalated. This is significantly helpful forSaaScustomer service teams that handle high volumes of technical support calls which often result in follow up.

3.JIRA服务台

无论您是管理事件，主动宣布界面或产品的更改，还是寻找错误或问题的来源，JIRA都具有服务办公桌功能，以使过程变得简单且无缝。很棒的是，它伴随着内置的自动化，排队，知识库和资产管理。您还可以在软件中塑造您的流程以匹配您的最佳操作工作流程，并且提供了许多bob电竞官方下载集成与您的其他软件解决方案一起工作。bob电竞官方下载

4.Zoho Desk

Zoho Deskis a multi-channel help desk that includes an advanced ticket management system. The ticketing system can handle incoming service cases via phone, web, email, chat, and social media. This coverage across multiple channels makes it easier for brands to provide anomni-channel experience。

Zoho Desk提供的一个很酷的功能是您可以嵌入网站上的小部件工具。当装入浏览器时，小部件变成了支持表格，客户可以填写以寻求帮助。他们可以详细描述他们的问题，并请求通过沟通的首选渠道。

此表格不仅使您更容易访问您的支持团队，而且代表还可以分析这些传入的请求，并在伸出手之前提出解决方案。这显着提高了第一次分辨率的率以及客户满意度。

5。Spiceworks

Spiceworks is a ticketing system that helps businesses manage both internal and customer-facing tasks. It offers a one-time download of their help desk software that users can log into from either a desktop or mobile device. This makes it easier for customer service teams to manage incoming requests that may come in during off-hours.

One interesting feature that Spiceworks offers is an inventory management integration that can help your team oversee product orders that are in progress. It uses an IP scanner to locate orders and then notifies the rep of the order's progress. Reps can then proactively relay that information to the customer so they're aware of any delays that will occur with their delivery.

6。C-Desk

C-Deskis an extensive help desk platform that offers a wide variety of free customer service tools. It includes everything from ticket management to客户反馈收集。该平台非常适合可能采用第一个帮助台软件的小型企业。bob电竞官方下载

此外，C-Desk还提供可以帮助促进的工具客户成功as well. For example, their gallery tool allows you to upload and post video and pictures into different albums on your website. You can use this feature to createcustomer testimonialswhich will give more credibility to your customer service team.

7。sysaid

sysaiddiffers from other help desk providers because it uses a modular platform. This means that users can start with one tool or feature, and then add on more as needed. Rather than confusing reps by displaying products that they'll never use, SysAid simplifies the interface by allowing users to choose the exact tools they want access to.

SysAid的帮助台模块使用rs a platform to manage tickets from both desktop and mobile devices. Its features include ticket automation and self-service mediums like a知识库。It also has incident reporting tools that can track problems or changes that are affecting your entire team.

8。osTicket

osTicket is a ticketing system that can be used to distribute and manage incoming cases. Its most notable feature is ticket filters which allows you to automate the creation and routing of tickets. You can even automatically assign tasks to the ticket based on rule criteria that you determine.

Another interesting feature is its “agent collision avoidance” mechanism that prevents reps from working on the same ticket at the same time. The software locks the ticket so that other team members won't overwhelm the customer with responses.

9.ngDesk

No two reps have the exact same workflow. ngDesk recognizes that and tailors its help desk toward individual rep preferences. Reps can customize their ticket inbox and prioritize information that's most relevant to them. Since the interface is personalized, reps can optimize their workflow and minimize distractions.

客户支持经理可以使用NGDESK分析工具来衡量团队的整体绩效。他们还可以使用在平台上预先安装的数据驱动的见解来查看REP生产率和客户满意度等指标。这些添加的功能使管理和前线代表更加紧密地组合在一起，因为它们正在使用同一软件。bob电竞官方下载

10。Hesk

Hesk is a lightweight help desk software that's great for small customer service teams. It's simple and user-friendly, making it easy to learn for beginners.

HESK提供了一个可靠的，基于云的票务系统，需要几分钟才能下载和设置。您可以创建自定义票务字段并修改显示屏以与团队的工作流程保持一致。它甚至提供了票务提交表格，客户可以在该应用程序中打开基于Web的门票。

11.ManageEngine ServiceCesk Plus

This help desk software comes with a wide variety of support features ranging from knowledge bases and self-service portals to SLAs and user surveys. In addition to those foundational services, ManageEngine offers automation to streamline support operations. Your reps can set their availability, and tickets get dispatched automatically.

12.HelpDeskZ

HelpDeskz是用于基于Web的票务系统的基于PHP的解决方案。凭借批量操作，小组路由和电子邮件管道等功能，您将能够提高支持团队中的生产率。它还带有模板的响应和知识库，以帮助代表处理最常见的查询。

13.Web Help Desk by SolarWinds

如果您想从一个门户管理端到端服务请求生命周期，这可能是一个很好的解决方案。Web帮助台具有内置的知识库，SLA管理功能和票务管理。您可以跟踪门票和代表性能，以便使用数据驱动的见解更快地解决机票。

14.帮助点

If you have a lot of customers requiring support, HelpSpot offers unlimited customers and tickets. You set up the software on your own server and cloud, which means you can scale it up as needed. It can even operate offline on an internal network if you choose to go that route. It's easily customizable and offers collision detection, ticket management, and integrated knowledge management.

15。Capacity

容量与大多数帮助台票务软件系统的不同之处在于，它旨在通过自动化而不是机票解决客户问题。bob电竞官方下载如果无法自动解决查询，则容量可以将门票分配给公司内的个人或团体。bob全站app智能过滤器组织门票和聊天机器人以收集客户详细信息，使该系统成为希望提高客户满意度的客户服务团队的信任工具。

16。Freshservice

This IT help desk software covers project management, incident management, asset management, and more. For the team focused on IT issues, Freshservice is a robust option that provides omni-channel support for your customers. The best part about this solution is their 24/7 consultation style support that doesn't feel transactional like traditional support methods do. An intuitive UI allows your team to solve the issues that need their human touch, while filtering other items that can be solved with automation.

17。Boss Solutions Suite

Boss Solutions Suite为客户服务团队提供云和本地帮助台和票务解决方案。他们的用户友好界面使配置此软件变得容易。bob电竞官方下载对于最常见的查询，Boss Solutions Suite拥有一个内置的知识库，可以充当自助支持中心。您的销售代表会喜欢此选项，因为它带有一个可用于管理票证的移动应用程序。当是时候使用客户数据做出决策时，Analytics仪表板会生成全面的报告，以显示您的团队为客户提供解决方案的能力。

Find the Right Help Desk Software for Your Team

随着您公司的不断bob全站app增长并吸引新客户，您的客户服务团队将竞选满足客户需求。采用服务台软件可以帮助他们有利的赔率，并使bob电竞官方下载代表更容易组织和管理票务量。

This post was originally published in June 2020 and has been updated for comprehensiveness.