Slow or inefficient service desk support can negatively impact both employees and customers. Implementing the best service desk support platforms ensures seamless operations and improved satisfaction across the board.
When service desk agents have the right tools and resources at their disposal, your business can operate more smoothly and efficiently. Further, research states that more than 91% of customers come back to your business, if you provide them with the best service desk support.
In this article, we will understand what service desk platforms are and the top seven service desk platforms that are currently trending in the market. These platforms will provide you with effective customer service and seamless resolution. So, let’s get started.
What is a service desk support platform?
Service desk software is a tool that helps businesses manage and resolve customer issues, IT incidents, and service requests. It serves as a central hub for receiving, tracking, and addressing requests, commonly used in IT support but also applicable to various other industries.
By automating tasks, facilitating smooth communication between teams and customers, and offering a database of solutions to frequent problems, service desk software streamlines workflows and enhances efficiency.
Continue reading – What is a Service Desk? Exploring Its Role in Enhancing IT Operations
Top 7 service desk support platforms
In this section, we will discuss about the top seven service desk support platforms that help you manage customer services seamlessly. Please note that the numbering does not indicate the ranking of the platforms, but is just for numbering purposes.
Kenyt.AI offers AI-driven service desk software that is quick to set up and simple to use, helping businesses save on costs. Designed to be versatile, it caters seamlessly to both IT and customer service needs.
With the unified Kenyt.AI Agent Workspace, teams can deliver support across various channels, including live chat, email, phone, and modern platforms like Slack, Microsoft Teams, and WhatsApp. Comprehensive user profiles equipped with contextual information empower agents to offer personalized responses at scale.
The reporting and analytics tools provide real-time insights, enabling teams to stay agile and respond to evolving demands. Additionally, the platform prioritizes data security by adhering to established privacy standards and industry best practices.
To enhance productivity further, you can have numerous different integrations, allowing businesses to unify their tech stack and streamline processes across systems.
Key features
- • Omnichannel support
- • Security and privacy
- • Limitless integrations
- • Service catalog
- • Knowledge base articles
- • Built-in reporting and analytics tool
- • Workflows and automations
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Zendesk
Zendesk is a service desk software tailored for IT and customer support teams. It offers multichannel support, enabling businesses to manage customer inquiries from various platforms within a unified shared inbox. To streamline responses, agents can use pre written replies for frequently asked questions.
With Zendesk, businesses can create and maintain a knowledge base, empowering customers to find solutions on their own. Collaboration tools like notes, mentions, and chat facilitate smooth communication among team members. Additionally, reporting and analytics features provide valuable insights into key metrics, such as response and resolution times, helping teams improve their efficiency.
Key features
• AI and automations
• Security and privacy
• Shared inbox
• Service catalog
• Live chat software
Jira
Jira Service Management, Atlassian’s cloud-based IT service desk software, is designed to support teams across various departments, including IT, HR, legal, and development. Key features include conversational ticketing, task automation, self-service options, incident management, and seamless integration with a knowledge base—though this requires a Confluence subscription.
The platform also offers robust IT service management tools, such as customizable issue types, adaptable workflows, and automated processes for tasks like ticket routing and escalations based on SLA requirements.
Additional features include collaboration tools for agents, comprehensive reporting and analytics, and compatibility with third-party integrations. Jira Service Management relies on Atlassian’s strong security framework to ensure data protection.
Key features
• Security and privacy
• Service catalog
• Shared inbox
• APIs and SDKs
• Post-incident analysis
Vision Helpdesk
Vision Helpdesk’s cloud-based service desk software empowers service agents to plan, organize, and manage customer and IT support efficiently. The platform automates various service desk functions, including change management, security protocols, and service-level management. It also streamlines ticket handling through rule-based automation.
The software features a tree-structured ticket organization system, allowing users to create custom views tailored to individual agent preferences. With Vision Helpdesk, teams can define rules to manage every stage of the service desk lifecycle.
Escalation rules can be automated to trigger specific actions, such as notifying supervisors or adjusting ticket priorities. Additionally, ticket assignment can be automated using a round-robin method to ensure a balanced workload among support agents.
Key features
• Omnichannel support
• Security and privacy
• Service catalog
• Ticket management
• Asset management
Salesforce
Salesforce Service Cloud is a service desk solution integrated into the Salesforce CRM platform, designed to support IT and customer service teams. Agents can manage customer requests from multiple channels—like phone, email, and social media—within a centralized workspace. Powered by Salesforce’s AI platform, Einstein, the service desk helps with case routing, sentiment analysis, and knowledge base recommendations.
However, new users may face a learning curve when using Salesforce Service Cloud. Customizing workflows can be intricate and may require additional development resources for setup.
Key features
• 1,500+ integrations
• Service catalog
• Process automations
• Community forums
Hiver
Hiver is a service desk solution that seamlessly integrates with Google Workspace, working directly within the Gmail interface. It allows teams to manage shared inboxes from within Gmail, providing a ticketing system that converts emails into tasks, enabling collaboration within email threads.
While email is the primary focus, Hiver also supports integrations with other channels like live chat or chatbots, all within Gmail. Automated workflows simplify tasks such as ticket routing and sending follow-up emails. The platform also supports knowledge base integration, allowing agents to access and share helpful articles with customers directly within email threads.
Performance analytics track key metrics like team performance and customer satisfaction. Hiver integrates with other Google Workspace applications, such as Docs and Sheets, streamlining workflows for support teams. Using Google Workspace’s security infrastructure, Hiver ensures data security and compliance.
Key features
• Service catalog
• Email tracking
• Data collection
• Shared labels
Freshworks
Freshworks offers Freshservice, a service desk solution designed to help teams manage and resolve IT and customer requests. The platform provides a shared inbox and allows teams to tag and collaborate on IT tickets. Freshservice includes automation features such as outbound ticket notifications, status updates, and hourly scans to identify pending tasks. It also supports native apps and integrates with third-party tools.
However, Freshservice’s multichannel solution is limited by a basic and sometimes buggy ticketing system, with separate interfaces for each product. This fragmented agent experience, combined with basic reporting tools and unreliable integrations, can cause businesses to outgrow the platform quickly.
Key features
• Numerous integrations
• Service catalog
• Incident management
• Self-service portal
Conclusion
Your journey toward amazing customer experiences, along with a search for higher efficiency in your operations, finds all the reasons to invest in choosing the correct Service Desk Support Platform. While every system comes with unique propositions, Kenyt.AI stands out as an out-of-the-box solution that easily suits large or smaller-sized businesses.
With advanced automation, seamless integrations, and an intuitive interface, your support team is bound to stay way ahead of the game. Contact our sales team today and discover how our platform can redefine support operations.
Frequently Asked Questions
A Service Desk Support Platform is a tool that supports the management of an organization’s processes for customer support, the tracking of issues, and communications with customers to ensure all user inquiries are addressed in the shortest time possible.
First, consider factors such as scalability, integration options, ease of use, customization features, and pricing. Also, understand your specific needs for business volume or support tickets per month and team size.
Key features include automation of ticket management, multi-channel support, knowledge base creation, analytics and reporting, SLA tracking, and integrations with third-party tools like CRMs and communication apps.
Yes, many service desk platforms offer affordable plans designed for small businesses. They provide the core set of tools needed to handle customer queries effectively and efficiently, helping smaller teams maintain high levels of customer satisfaction.
Aaron Jebin is an enthusiastic SAAS technical content writer interested in writing for new and existing technologies, platforms, and tools. With an experience of over 4 years in technical writing, he is keenly focused on developing articles to provide readers with complete solutions to the common problems that arise in the everyday workplace. His writing mostly focused on team building, work ethics, business analysis, project management, automation, AI, customer and employee engagement methodologies. He has an interest in baking cakes and making stained glass art. He is currently honing his drifting skills.
