What is a Service Desk? (Plus the 13 Best Service Desk Software Tools)

Customer service should be the most important aspect of your business if you care about sustained growth.

开会和超出客户期望之间的区别通常取决于您的支持团队的能力。有一件事可以将您的客户服务提升到一个新的水平：正确的服务台。

The service desk fulfills a strategic function for IT teams: It's an end-to-end solution for businesses managing complex customer service operations.

What are the responsibilities of a service desk?

Service reps call on service desks for a number of functions within their role. In a support context, the service desk would:

• 充当真理的来源- In organizations that have multiple communication channels, a service desk pulls communications into one hub. A functional system keeps track of all queries, regardless of the channels or reps involved for a seamless experience.
• 接收支持请求- 服务办公桌接收支持票和其他请求，并处理用户到代表的通信。
• Manage assets- 无论是面向面向的自助机制还是内部文档，服务台都可以管理资产来协助代表提供及时，准确的决议。
• Track service metrics- 服务台将与其他指标一起对问题，问题和查询进行分类，以帮助管理人员处理数量和绩效以及预测潜在问题。

However, there's a difference between what you might call ahelp deskand a service desk.

在这篇文章中，我们将在此处查看服务台软件bob电竞官方下载ITSM(Information Technology Service Management) category.

Service Desk Features

A service desk has some key features that distinguish the software from other customer service tools. Remember these, as they are strong indicators that your service desk is likely to meet your business's needs.

Help Desk Tools

Your service desk usually includes a set of帮助台功能, including a traditional ticketing service and the ability to log new service requests. It should also provide a central point of contact for all incoming issues, handle information requests, and keep track of the level of service you are providing for customers. These features ensure your customer service is delivered in a personal way with authentic responses.

Automation

您的服务台应提供一定程度的自动化来进行传入的查询，将最不紧急且最不复杂的查询路由到自助服务的整合知识库. It should also identify problems with your service that has to do with IT infrastructure and help you prevent issues from happening again. Your staff can record the details of the problem, linking other known incidents, and ultimately takes steps to resolve it.

合作

A service desk allows you to organize the process of handling a very large volume of customer queries with a shared inbox. Shared inboxes forward incoming messages into one central location where agents can collaborate. Once there, queries can be sorted, tagged, prioritized and assigned to the best agent available.

Self-Service

避免劳动功能，例如知识库，FAQs，以及其他自助服务门户可以通过搜索您已经放置在触手可及的信息来帮助用户“服务”。一些服务台将使您可以直接从票务中转变为公共内容，这可能会在通行证中销售一些门票。

集成服务

强大的API和集成使您的服务台可以与其他IT管理流程集成。您的服务台是整个业务软件链中的链接，因此它应该能够与JIRA，Slack和Salesforce等流行应用程序集成。bob电竞官方下载

Reporting

跟踪重要的支持指标，例如代理响应时间和机票量，具有复杂的报告功能。报告与衡量效率的特定团队目标有关的指标报告，例如票务响应时间，CSAT和NPS®. In turn, you can use those metrics to easily track and meet customer service level agreements (SLAs). Reporting functionality also means you can review your reps' productivity, track it over time, and identify areas for improvement.

Now that you're familiar with some of the features to look out for, let's take a look at the best Service Desk options available for 2019.

1.HubSpot Service Hub

关于HubSpot Service Hub，您会注意到的第一件事是其直观接口。例如，它使您可以将客户问题记录到共享的团队管道中。这有助于营销，销售和服务团队共同努力创造无缝的端到端客户体验。

The unified platform gives you a consolidated customer record from which you can provide personalized customer service. Your team can stay organized and streamline customer communications with "Conversations," a通用协作收件箱that comes free with the software. When you reply to a conversation, the message is sent out through the same platform it came from – e.g., Facebook Messenger or live chat.

Check it out below:

2.Spiceworks IT帮助台

The Spiceworks IT Help Desk offers only one tier of free help desk software, delivered on-premise or through the cloud — though you can pay an undisclosed fee to remove the ads. It's great for small businesses with limited budgets.

共享界面使您可以跟踪门票，获得对团队行为的见解并完全阐明其业务价值。探索IT资产管理，IT购买和多站点的位置，以进行灵活执行。可以使用附加组件自定义系统以扩展功能套件。

Check it out below:

3.JIRA Service Desk

JIRA Service Desk by Atlassian is modern service desk software that's aimed at development-focused teams, but easy for anyone to use. It's quick to set up and ready to go with automation rules, SLAs, and real-time reporting. It comes with capabilities to manage ITIL-certified processes including incident, problem, and change management.

You can deliver great service for a very reasonable price and get set up at warp speed. And JIRA Service Desk integrates with other JIRA software for a powerful support experience.

Check it out below:

4.AzureDesk

AzureDesk comes with all the essential features of enterprise-level service desk systems but offered for a low price. It has aticketing systemto track support cases, plus a sleek and attractive user interface.

Your team can publish content to the self-service portal, create business rules to manage workflows, and take advantage of reporting capabilities. You can also integrate with third-party apps like Jira, Olark, Slack, Charge Desk, and many more.

Check it out below:

5.Freshservice

FreshService是一种在线ITSM解决方案，具有新鲜的扭曲，将本身作为IT服务台，实际上很简单。该平台的一部分是Freshworks生态系统的一部分，专注于用户体验在强大的票务和资产管理功能之上覆盖。

Its core functionalities are troubleshooting and asset management, but Freshservice also lets you create a knowledge base as well.

Check it out below:

6。Help Scout

Help Scout offers a highly personalized customer experience that feels just like email — because it is. Look and feel really matters in an online service desk, and Help Scout can also meet the needs of companies with 500+ users.

The super modern, clean interface means that even large, remote teams can collaborate smoothly with Help Scout. Help Scout gamifies task completion to motivate your team to power through tickets.

Check it out below:

7。Track-It!

Track-It! is help desk and asset management software that has been around for more than 25 years. Track-It! provides ticket management, email-to-ticket conversion, and knowledge management.

With this software, your team can take advantage of SLA management, asset management, software license management, end-user self-service patch management, software deployment, and more.

Check it out below:

8。Samanage

Samanage service desk has a modern interface, intended for simplifying the complex and automating the basic. You'll have access to advanced metrics and reporting, plus the ability to configure your workflows to some extent.

Samanage符合ITIL框架，以帮助您更快地解决机票并满足SLA。停止消防，而是帮助您的客户更快，更智能的服务。

Check it out below:

9。SysAid

SYSAID仪表板是管理每个IT支持任务的地方，例如强大的机票管理，资产管理，自助服务门户等。它甚至包括实时聊天！

With SysAid, you can customize your help desk configurations and have the luxury of working from either the cloud or on-premise. The amount of features you get with SysAid typically represents good value for its cost.

Check it out below:

10.Salesforce Service Cloud

Salesforce Service Cloud service desk software is an ITSM tool. Salesforce is synonymous with enterprise-level features and support.

服务云从各个角度跟踪您传入的客户问题，包括呼叫中心，联系表格，论坛和社交媒体。您的业​​务将受益于连续的时间和与其他Salesforce套件集成的能力。

Check it out below:

11.Zendesk

Zendesk是一家功能强大且可扩展的服务台软件，适用于拥有大量客户的企业企业。bob电竞官方下载Zendesk改善了通信并解释大量数据，并与IT资产管理工具集成。Zendesk在服务台方面处于负担能力的顶端。

And for good reason–more than 200,000 companies are relying on Zendesk to continuously improve their customer service and invest in productivity.

Check it out below:

12.Servicedesk Plus

Servicedesk Plusby ManageEngine is comprised of help desk and asset management software. The enterprise plan offers the full package with help desk, asset management, and problem/change management as an ITIL-ready ITSM suite.

It also comes with a self-service portal and knowledge base. The software is delivered either via the cloud or on-premise.

Check it out below:

13. Haloitsm

HaloITSM可以在bob电竞官方下载本地或云中访问的软件，并与该空间中的大多数解决方案保持同步。

This feature-rich application offers a simple user interface that includes features like incident, problem and change management, asset management, CMDB (Configuration management database), and service catalog.

Check it out below:

Depending on the needs of your team, and the IT principles your team follows, the perfect service desk for you is certainly out there. Now, all you need to do is narrow it down!

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Editor's note: This post was originally published in April 2019 and has been updated for comprehensiveness.