IT Help Desk Software Built for High Performance

Transform Your IT Support With #1 IT Help Desk System

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Track all IT issues in one place
Collaborate across your organization
Manage internal IT support issues
Improve performance with smart reports

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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?

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.

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.

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

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

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

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

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.

Keep emails organized with shared inboxes
Assist customers over live chat
Search-friendly knowledge base

Collaborate Across Your Organization

Harness the power of your teams with collaborative problem-solving

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 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

Features

Track Tickets
Never lose a ticket again, always know who is working on what with the best IT service desk software.
Prioritize Tickets
Make sure the most critical tickets get resolved first using our IT support helpdesk software.
Solve Tickets
Canned responses and knowledge base make it easy to solve tickets using help desk software for IT.

Share Knowledge
Customers love self-service knowledge base resources with ProProfs Help Desk.
Instant Support
Allow customers to chat with you right on your website using IT help desk software.
Train Agents & Customers
Inform customers and train agents with online training courses with IT business help desk software.

Testimonials

"Everyone should give it a try!"

I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.

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

Health Licensing Coordinator, Nebraska Department of Human and Health Services