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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services