What Is IT Help Desk Software?

An IT help desk system is a popular business application essential for an organization to support both internal employees as well as external customers. The IT service desk software provides the right platform for your support team to effectively manage an influx of technical issues or requests from end-users.

What Are the Different Types of Help Desk Software Available?

Keep Tickets Organized
Web-Based Help Desk Software

A web-based help desk, also known as cloud-based help desk software, is hosted on the vendor's server. Your support team members can access all the key features by simply logging into the vendor's website or mobile app. The users of this tool are not required to make any heavy investments and can pay on a monthly or annual basis.

Promote Self-Service
On-Premise Help Desk Software

An on-premise help desk is a licensed proprietary software purchased by a business. After purchasing the software license, organizations own and host this help desk on their own servers. An on-premise help desk requires a one-time setup fee, however, regular software updates may require a business to spend more in the long run.

Offer Personalized Service
IT Service Management Platforms

ITSM platforms are designed to support an organization's end-to-end service management processes and adhere to ITIL standards. A comprehensive ITSM solution can help organizations scale their operations, manage IT incidents, reduce risks, monitor IT assets, and make informed strategic decisions from time to time.

What Does an IT Helpdesk Do?

Align IT With Other Business Departments
Align IT With Other Business Departments

Every business department is dependent on IT services. Online IT support software facilitates communication and collaboration between IT and other departments, such that every team can function in full swing.

IT Incident Management
IT Incident Management

With IT helpdesk software, support agents can create, assign, track, and resolve incidents from a single platform. Proper and timely management ensures that incidents leave most negligible impact on the business.

Make Data-Driven Decisions
Make Data-Driven Decisions

Help desks collect and present data in easy-to-understand reports, enabling real-time analysis. Support managers can make smarter IT decisions and keep the business moving forward.

IT Help Desk Software Features

  • Multiple communication channels- email, phone, chat, help center, etc.
  • Automation capabilities for a well-streamlined workflow
  • Self-service knowledge base that includes help articles, FAQs, and guides
  • Team collaboration features such as internal notes, parent-child ticketing, and more
  • Receive alerts & notifications on ticket updates, SLA violations, etc.
  • Extensive analytics and reporting capabilities

IT Help Desk Software Benefits

  • Enable agents to handle a large volume of IT requests and incidents
  • Set & adhere to service level agreements (SLAs)
  • Measure agent performance with the help of key performance indicators (KPIs)
  • Improve employee & customer satisfaction

Track All IT issues in One Place

Deliver IT support across email, chat, and help center

Track All IT issues in One Place

ProProfs IT help desk software allows you to manage all email conversations from an easy-to-use, shared dashboard. Assist customers in real-time on your website or help page with our live chat plugin. Encourage self-service and allow users to find their own answers with a branded, search-friendly, and mobile-optimized knowledge base.

Collaborate Across Your Organization

Harness the power of your teams with collaborative problem-solving

Collaborate Across Your Organization

Internal collaboration becomes super easy with our IT help desk tool. Easily see who is working on what and avoid sharing duplicate responses to customers. Tag other members or teams in tickets and discuss complex issues using internal notes. Use labels to differentiate important tickets and use filters to sort tickets based on priorities, milestones, and status.

  • See who is working on what
  • Discuss tickets with internal notes
  • Sort tickets with labels & filters

Manage Internal IT Support Issues

Offer uninterrupted internal support and improve employee experience

Manage Internal IT Support Issues

Manage and resolve IT support requests from multiple departments such as HR, Accounts, Marketing, etc. With our IT support management software, you can create an extensive internal knowledge base and support employees 24x7. Internal IT issues can range anywhere from a simple password reset request to a server crash. Easily prioritize urgent issues and save your business from IT risks.

  • Assist multiple departments
  • Reduce IT tickets with internal knowledge base
  • Prioritize urgent tickets

Improve Performance With Smart Reports

Easily analyze agent performance & monitor response time

Get AI-powered reports and analyze individual as well as team performance at a glance. Track your average first response time and other key customer service metrics to make your support agents work smarter and better. With the ProProfs IT support system, you can share CSAT and NPS surveys to get insights into customer satisfaction and loyalty.

  • Get AI-powered, detailed reports
  • Track your response time
  • Share CSAT & NPS surveys


  • Track tickets by IT help desk tool Track Tickets

    Never lose a ticket again, always know who is working on what with the best IT service desk software.

  • Manage prioritize tickets with IT help desk Prioritize Tickets

    Make sure the most critical tickets get resolved first using our IT support helpdesk software.

  • Solve fast tickets with IT help desk Solve Tickets

    Canned responses and knowledge base make it easy to solve tickets using help desk software for IT.

  • Proprofs IT help desk integrations with knowledgebase Share Knowledge

    Customers love self-service knowledge base resources with ProProfs Help Desk.

  • Instant support by IT help desk support Instant Support

    Allow customers to chat with you right on your website using IT help desk software.

  • Train Agents & support with IT help desk software Train Agents & Customers

    Inform customers and train agents with online training courses with IT business help desk software.


  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

ProProfs is a Recognized Leader in Customer Support

High Performance Spring
Crozdesk Leader
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Customer Choice
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Software World
American Business
Fastest Growing
Great User
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Best Meet
High Performance Spring
Crozdesk Leader
High Performance Winter
Great Experience
Customer Choice
Happiest User
Software World
American Business
Fastest Growing
Great User
Digital Best
Best Meet

Press & Ratings

ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review

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