What Is the Difference Between Help Desk & Service Desk?

What Is the Difference Between Help Desk & Service desk

Entrepreneurs and marketing gurus are spending millions of dollars to decode one big question- ‘how to make our customers spend more’? 

While some might argue product design and functionality, others would vouch for low product pricing. While all these aspects are incredibly critical, the real game-changer is – offering delightful customer service. As per a recent Dimensional Research report, 52% of customers revealed they have made an additional purchase from a company after a positive customer service experience.

Great customer service statistics

But is good customer service good enough? 

Customers today have more expectations from brands than they have from their loved ones. They see every interaction as an investment and do not hesitate to back out after a single bad customer service experience. 

So, in this big sea of hopes and expectations, how do you level up? 

The best way is to adopt a tool that offers all the features needed to answer customer questions instantly. When companies research about such tools, they usually come across two very common tools in the market: help desk and service desk. 

Both these tools are designed with the same end goal in mind- to deliver exceptional customer service. But there are certain principles that separate them. In this battle of help desk vs service desk, let’s find out which one your team needs.

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What Is a Help Desk?

Business Dictionary gives a very accurate help desk definition:

Help desk is a software that streamlines the entire process of customer support via a call center approach. This tool is operated by a set of trained support agents who cater to different customers in real-time.

So, according to the above help desk definition, every product or service needs to have a dedicated help desk for it. For example, a college student who has a Dell laptop and needs to ask a question regarding the software configurations, can contact Dell’s help desk directly. 

How Does Help Desk Benefit Your Company?

A help desk management system enables companies to:

Help Desk Query Examples:

A few most common queries that a help desk management system helps solve include:

  • Product-specific customer issues
  • Service-specific customer issues
  • IT-related customer issues
  • Software-related customer issues
  • Hardware-related customer issues
  • Product/Service document related to customer service

Read Also: Why Help Desk Software Is Important for Your Business?

What Is a Service Desk?

WhatIs.com gives an in-depth service desk definition:

Like a help desk, a service desk is also a communications center that offers a single point of contact between a company’s support agents and their customers. But, a service desk is not only limited to customers, employees, stakeholders, and even clients can get their questions resolved by contacting a service desk.” 

So, to summarize the above service desk definition, a service desk is designed to deal with both incidents, as well as service requests.

How Does Service Desk Benefit a Company?

A service desk enables companies to:

  • Offer a seamless issue resolution experience
  • Boost agent productivity
  • Efficient problem resolution 
  • Deal with service and incident tickets in real-time

Service Desk Query Examples:

A few most common queries that a service desk helps solve include:

  • Administration queries
  • Change management queries
  • Problem management queries
  • Incident management queries
  • Customer queries
  • Employee queries

Help Desk VS Service Desk: The Key Differences

Help desk and service desk are used intechangeably, but there are definitely some differences between helpdesk and service desk. The table below gives you an insight into the key differences between helpdesk vs service desk.

Key Difference between help desk and service desk

ProProfs Help Desk: The Perfect Blend of Both

ProProfs Help Desk is a tool that combines all the features of help desk and service desk software to make it a one-stop destination to issue resolution. Whether your customers need help or an employee has trouble working on a specific system, they can simply connect with a support agent via ProProfs Help Desk and get instant solutions. This is what makes it the best help desk software

ProProfs Help Desk enables you to:

  • Monitor all customer and service requests on one dashboard
  • Connect on customer or service tickets using a shared inbox
  • Collaborate with other department’s support agents using internal notes
  • Split complex tickets into sub tickets to ensure customer and service tickets are resolved completely

In addition to these top features, this robust help desk software also comes with an insightful reporting feature and Help Desk Live Chat integration & Help Desk knowledge base integration that help you deal with all requests efficiently.  

Help Desk VS Service Desk: Which One Is the Right Tool For You?

If you’re in the business and are looking to simply cater to your customers, then a help desk software is the best option for you. 

On the other hand, if you don’t have a separate department taking care of your employee requests, it is a great option to deploy a service desk tool to merge all requests into one platform. 

But, ideally, it is advisable to deploy a tool that offers the essential features of both tools. Because there are so many tools available in the market, it is difficult to finalize on one. That’s where ProProfs Help Desk comes into the picture. This help desk tool comes with features that combine essential service desk features, making it the best tool to solve customer and business requests instantly!

Help Desk VS Service Desk: The Final Word

Now that you know the key differences between the help desk and service desk, it is crucial you choose the one that best meets the requirements of your company.

Know the features you need and research on the available software in the market. Always compare the features offered according to the plans before you settle for the right one. 

If you are looking for the ideal help desk solution but aren’t sure where to start, ProProfs Help Desk offers an all-in-one solution that will allow you to hit the ground running. Our powerful ticketing software grows with you, allowing you to start in minutes and scale up at your pace. Simply enjoy the benefits of both a help desk and a service desk, all on one platform and offer delightful customer support. 

Tap Into More Knowledge- FAQ Section

Q. Does the Difference Between a Help Desk and a Service Desk Matter? Why?

Although, there is not much difference between a help desk and a service desk, there still lies an evident difference between the two. If your business wants to manage incidents, you can go for a help desk. However, if you want to manage both incidents as well as service requests, investing in a service desk software can be the right option. 

Q How are help desk and service desk different from ITSM?

ITSM (IT service Management) refers to the various activities involved in designing, creating, and managing IT services in an organization. Service desks are based upon multiple ITSM activities such as incident management, knowledge management, reporting etc. In simpler terms, while ITSM lists the various activities, a service desk or a help desk give you the platform to achieve them.

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About the author

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn

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