Help Desk Software

Help Desk Software refers to an application software designed to enable customer care representative attend to and keeping track of customer request, complaints and comment and dealing with other customer care related issues. This ensures a robust and an efficient customer relation service. A typical help desk software consist of three main parts namely: ticket management, automation suite and reporting/optimization. Help desk software generate tickets for tracking customer’s queries and this enhances faster resolution of customer’s queries. Some help desk software streamline those queries into a knowledge base such as guide article or frequently ask questions (FAQs). There are several types of help desk software which can be classified base on its mode of deployment, the size of target user or the accessibility of its source code. Some help desk software has an integrated self-service resources and tools which enables users to instantly gain access to solution to their problems or complaint. With the use of help desk software, help desk agents can easily resolve tickets faster and accurately by collaborating with other agents or routing complaints to in-house experts and this also ensures that no tickets are left unattended to.

PAT Grid™ (Beta) for Help Desk Software

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Leaders

PAT Index
Measures how well the product or service is performing.
Rating Index
Measures how the product or service is rated in comparison to other products.
Help Desk Software
PAT Index™
 
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95
 
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71
 
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69
 
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60
 
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56
 
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56
 
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55
 
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55
 
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55
 
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53
 
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53
 
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52
 
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52
 
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51
 
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51
 
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51
 
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51
 
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50
 
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50
 
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49
 
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49
 
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49
 
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45
 
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54
 
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51
 
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49
Top Five
PAT Index™
 
1
Zendesk
 
2
LiveAgent
 
3
Salesforce Service Cloud
 
4
Vision Helpdesk
 
5
NABD System
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