Find and compare Help Desk software. Free, interactive tool to quickly narrow your choices and contact multiple vendors. Best Help Desk Software 2. Reviews, Pricing Demos. Help desk software solutions vary in functionality, pricing and underlying technology. Weve created this buyers guide to assist potential purchasers in determining which help desk software best fits their needs. Heres what well cover What Is Help Desk Software. Common Features of Help Desk Software. Why Do I Need Help Desk Software Benefits of Help Desk Software Market Trends to Understand. The Vendor Landscape. Recent Events You Should Know About. What Is Help Desk Software Traditionally, the term help desk has generated some confusion since it can refer to two different types of support organizations teams that serve external customers consumers or businesses that have purchased goods or services from your company, and teams that serve internal customers employees. We describe these two use cases in greater detail later in the Help Desk Software Landscape section of this guide. DualDesk-running-as-service-on-Windows7.jpg' alt='Best Free Remote Help Desk Software' title='Best Free Remote Help Desk Software' />Web Help Desk is a powerful and affordable ticketing and IT asset management software solution. Download a free 30 day trial today. HappyFox provides the most flexible help desk software plans for customer support, Be it enterprise, small businesses or startups we have a plan for you. TeamViewer is an app that allows you to remotely connect to multiple workstations. There are many apps that allow remote control of different systems, but. You can track help desk requests in a spreadsheet, but why go that route when there are plenty of help desk tools that meet the limited budget requirements of your. Online CRM Software reviews and comparisons of the best online CRM software programs. Free demos, price quotes and product information. A complete list of help desk software vendors at Helpdesk. ITSM site for help desk and CRM software professionals. But in either instance, help desk management software stores customer information in a searchable database, tracks interactions and automates the issue resolution process using an issue tracking system. This core functionality increases efficiency and organization. When someone contacts the service desk by phone, Web form, email or other means, the system creates an electronic trouble ticket. Technicians or customer service representatives CSRs record details about the incident or problem, or review what the customer has entered if submitted using a self service tool. The responder marks it as resolved once the issue is handled, or escalates the issue to a specialist or executive if needed. Tickets are associated with customer profiles, which include the customers contact information and potentially purchase history or assets. Best-Free-PC-Remote-Control-Software-For-Windows-In-2017.jpg' alt='Best Free Remote Help Desk Software' title='Best Free Remote Help Desk Software' />This allows agents to see a customers entire interaction history. Example of a dashboard from Freshdesk. With some systems, the handling process can be standardized with workflow rules and canned responses. As an agent completes one task, they might choose a follow up step from a dropdown menu and set a due date. This way nothing falls through the cracks and agents stay efficient and on track. Some systems allow users to link incidents by issue type, so responders can refer back to a resolved issue when they encounter a similar problem. Example of incident linking from Zendesk. Common Features of Help Desk Software. In addition to this core functionality, the best help desk support software vendors might offer some or all of the following differentiating capabilities. Knowledge management system. This describes a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a customer self service website, or reserved for internal use by CSRs and technicians. Most knowledge bases incorporate advanced search technologies to help users find the the right answer. Some may autosuggest queries or articles as the user types. Self service. Customers use these online portals to search for solutions to their problems. Self service resources can include product documentation, downloadable patches, searchable FAQs, how to pages or forums and other types of user communities. If the customer cant find a solution, self service tools often let them submit issues online. IT asset management systemsnetwork management. Compare leading Help Desk Software systems to find the best solution for your business. Reviews, free demos and price quotes. Asset management tools inventory and track changes to hardware and software configurations, while network monitoring tools oversee the health of servers and other network components. These functions are sometimes offered through integrations with IT service management ITSM tools. Reporting. Management uses reporting tools to monitor overall service desk performance and agent productivity. Performance metrics frequently include total open issues issue resolutions by date, shift or agent average time to resolution customer satisfaction and more. Mobile support. Many vendors offer a mobile Web or mobile application version of their solution. Agents use these tools to manage tickets, record customer data, access the knowledge base, view reports and perform other issue resolution activities from their smartphone or tablet. Service Level Agreement SLA management. SLAs guarantee to customers that issues of a certain type will be addressed or resolved within a certain time frame, among other service guarantees. These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA. Remote control. This module allows technicians to access and control a customers computer from a remote location, facilitating remote diagnosis and resolution with minimal customer involvement. Why Do I Need Help Desk SoftwareImagine an employee clicks on a Malware infected link in an email. The virus attacks their computer and systematically copies and erases all their files. But it gets worse. That email was sent to everyone in the company. While IT scrambles to take calls, employees continue to open infected emails, sensitive company data is exposed and work time is lost while employees wait for help. Without the right softwareor an army of IT staffersthis problem could take a millennium to untangle. Instead, the IT responder could create a digital trouble ticket when the first call came in. As he or she figured out the solution or escalated it to the appropriate team, they could record that information in the knowledge base. Then for every subsequent call, the service desk would have the answer ready and waiting to respond with a template email. At the same time, the help desk could post that information in a self service forum or employee accessible knowledge base to cut down on calls and service requests. Once the problem was solved, management could use analytics to evaluate the response time and process to make improvements in the event of another Malware incident. As this example demonstrates, help desk software allows companies to quickly address IT crises. At the same time, organizations gain efficiency in ongoing IT management duties. This includes savings through automation, workflow tools and self service. Many systems will integrate best practices from the ITIL IT Infrastructure Library, which is a globally recognized set of guidelines for the IT Service Management industry. Properly implemented, help desk systems can improve operations in five primary ways Minimize employee work lags from unsolved tech issues Automate issue triaging, escalation and prioritization Reduce manpower costs through self service Identify and address recurring issues and,Provide transparency into every service request from creation to resolution. Benefits of Help Desk Software. Better problem tracking and organization. Help desk systems increase organization by providing a single repository for agents to enter, track and resolve cases. This prevents issues from falling through the cracks. Users also increase efficiency with workflow rules that standardize business processes. Reduced service costs. These systems automate processes so agents can handle issues faster and process more per day. This increased productivity can reduce the number of agents needed. Reporting also enables managers to identify and address drops in productivity, so they dont continue to impact performance. Increased customer satisfaction. Whether internal or external, customers who have their issues resolved quickly are naturally more satisfied. For incidents that require more time to resolve, customers are still more satisfied having their issue acknowledged immediately and escalated efficiently. Improved knowledge sharing. This technology documents successful resolutions and makes them searchable, so agents can quickly recall and reuse past solutions to a recurring issue. In some cases, solutions can be automatically entered into a knowledge base to facilitate customer self service. Market Trends to Understand. Any. Desk 3. 6. 2 Free Remote Access Software Tool Review. Any. Desk is a free remote access program that supports unattended access, doesnt require installation, can transfer files, and works without having to configure a router. The tabbed browsing experience and condensed, hidden menus make Any. Desk very easy to use. Download Any. DeskAnydesk. Download Install TipsNote If you arent seeing the download link for your specific operating system, see the Any. Desk Platforms download page. Read on for more on all the details about Any. Desk, what I think about the program, and a quick tutorial on how to use it. Note This review is of Any. Desk 3. 6. 2 for Windows, which was released on October 1. Please let me know if theres a newer version I need to review. More About Any. Desk. Any. Desk works with Linux, mac. OS, Windows 1. 0, Windows 8, Windows 7, and Windows XP operating systems. Clipboard contents can be synced across the host and client computer. Any. Desk run in portable mode by default but you can install it like a regular program if you like. During an active remote connection, various settings are easily accessible from the menu bar. Any. Desk can alter the connection to create the best possible video quality, speed, or balance between the two. Other settings are also customizable like showing the remote cursor, transmitting sound, disabling control for view only, turning off clipboard syncing, blocking the other users input, and taking a screenshot. Files can be transferred with Any. Desk by copying them to the clipboard and then pasting them to the remote computer. A remote computer can be restarted, even when Any. Desk is working in portable mode. Connection shortcuts can be saved to the Desktop for quick access. Control can be switched between sides during a session. All keyboard shortcuts can be sent to a remote computer, even Ctrl Alt Del. The user account image in Windows will display as your identification when requesting to connect to another computer. A list of past connections display along the bottom of Any. Desk to make opening old connections really easy. A system information tab shows information about the remote computer. Pros Cons. Theres plenty to like about this remote access program Pros Supports unattended access. Clean and uncluttered interface. Small download size just over 1 MBConnection IDs are easy to remember. Supports file transfers. Can run in fullscreen mode. Includes text chat capabilities. Supports sending keyboard shortcuts. Portable option available. Cons Might be a little confusing to use at first. How Any. Desk Works. Similar to other remote desktop programs, like Team. Viewer and Remote Utilities, Any. Desk uses an ID number to make establishing a connection easy. If you install Any. Desk instead of just run it portably, youll be given an Any. Desk ID, which is created automatically and based on the name of the computer like my. PCad instead of on numbers. When both the host and client computer are running Any. Desk, they can share the Any. Desk Address with the other and enter it in the Remote Desk part of the program to start the connection. The computer thats sharing their address will be the one the other computer will control. Set up a password in the settings to enable unattended access. You can also define the permissions remote users are given when they connect to you. Permissions allow them to view the monitor, hear the sound of the computer, control the keyboard and mouse, access the clipboard, and lock the users keyboard and mouse input. To install Any. Desk to your computer, open the portable program and click Install Any. Desk on this computer. New Connection tab. My Thoughts on Any. Desk. I really like Any. Desk and for a number of reasons. Unattended access is usually a desired feature for a remote desktop program but I also think quick, on demand access is oftentimes relevant, and Any. Desk makes it easy to do both. Some remote access software require changes to be made to the router, like port forwarding, but Any. Desk doesnt require this. This means that the program can be downloaded quickly and a connection started in just moments. Change Scope Windows Xp Firewall Port. The file transfer ability in Any. Desk is unlike most other remote access software in that you must copy the files to the clipboard and then paste them onto the remote computers screen to make the transfer. Because there isnt a dedicated file transfer window, you cant view the progress or pausecancel the transmission. Download Any. Desk. Download Install Tips.