Introduction

With the advent and popularization of the internet, businesses have skyrocketed their profits by integrating themselves with it. Business ventures backed up by a website or social forum are more likely to succeed than their competitors who are not. However, one thing that makes a business strong, whether it be online or offline, is a strong customer service program. We are living in the age of consumerism and in this era, the customer is everything. Their satisfaction must be the goal of every business owner. However, with an ever-expanding pool of potential clients, it becomes harder to address and prioritize their queries manually. This is where help desk software kicks in.

What is help desk software?

A help desk software is a business tool intended to "bridge the gap" between customers and businesses. The basic idea of this software is to categorize and prioritize clients' queries and concerns for immediate resolution. The process involves opening up a channel of communication with the customers, who address their concerns. Their queries, if generic, may be referred to the FAQ section for immediate resolution, otherwise, they are directed to the customer service agents.

Here, the queries are given "tickets" which are then categorized and prioritized based on several factors such as urgency. The problems are then addressed by the customer service reps one by one, and the client gets to express their feeling about the experience. This way, a strong bond develops between the two parties which may lead to a long term collaboration. If you are an entrepreneur, seeking to boost your business through effective communication, this article is a “must-read” for you.

Functions or features of an open-source help desk software

The basic feature that all help desk software share is the ticket management system. Other than this several factors combine to create an effective and result-oriented help desk software. This article is specifically targeted toward “open source” software, meaning the ones that you don’t have to pay for. Though they may be lacking in some areas when compared to paid software, they can and do get the job done.

All help desk software work on a query and problem-solving principle. They provide contact channels such as emails and social media, funnel the queries to one spot and categorize them. Ticket allotment and management are common features in all of these. The goals are to simplify the query process, ensure customer satisfaction, and reduce effort on part of the company workers. Here is a quick, in-depth rundown of essential features that define a help desk system:

1. Contact Establishment

The first part of securing a customer is communication. Multiple channels funnel information to the help desk software which in turn forwards it to the concerned personnel. Email, SMS, website, instant messages, and contact numbers are all examples of channels employed by this system. The main idea is to provide convenience to the clients, via quick problem resolution, and to the business, via effective communication. Moreover, precious time and money, which would’ve been wasted over checking all of these channels individually, are saved for the company.

2. Allotment & Management of Tickets

Tickets are systematically allotted and managed. The progress of the queries is tracked from the time of submission to resolution. Supervisors can generally track this progress, and the software knows to put priority on urgent queries.

3. Redirecting towards FAQ & Research-based Response

Repetitive queries are redirected to the FAQ section, allowing the customer to immediately resolve their issue. This also saves up precious time on the company’s side, allowing workers to address unique and more urgent queries. Customers can retrieve the FAQ section at any time with just a click.

4. Clutter-free Dashboard

The worker can examine all ongoing processes at once. Oncoming, in-progress, and resolved queries are all displayed, allowing the supervisor to analyze and assess their worker's performance. In simple words, a help desk software stacks up against all the important data at one point.

5. Automation of Several Functions

Instead of having to manually go through every tedious detail of the process, a worker can relax knowing that the software will take care of things. The software automates repeat processes, notifications, and ticket allotments, saving up hours of work time.

6. Analytical Functions

The software organizes available data categorically and can predict future projections based on it. It also allows better inference of the data set based on analysis charts and graphs.

Top 7 open source help desk software in 2020

Now that the basics are done, and you know what to expect from a help desk software, let’s dive in and explore the best ones available:

1. HelpDeskZ

HelpDeskZ is the first name that pops to mind, or on google when discussing open source help desk software. It is a PHP-based software intended to deliver simplicity and functionality under one brand. It has a simple dashboard design, allowing the user to stack various functions on a single screen for ease of access. Its automated messaging and mailing service saves up a heap of time and money on the company’s end. It also allows the user to customize and set the dashboard fields according to their convenience. The agent can also customize message templates for specific needs instead of having to type the whole thing from scratch. The product promises simplicity, ease of function and effectiveness and delivers all three.

Pros

• Hosts unlimited users
• Completely customizable
• Supports multiple languages
• SMS/Email notification
• Knowledgebase present
• Ticket management
• Social media integration absent
• Agent collision avoidance absent
• SLA management absent

Cons

• Social media integration absent
• Agent collision avoidance absent
• SLA management absent

1. UVdesk

UVdesk is an equally potent competitor on this list and offers a great deal for free. It has a modernistic approach. With a clutter-free interface and multi-channel social media integration support, the software allows its users to work at ease and with greater proficiency. It also has the distinct advantage of being mobile-friendly, allowing entrepreneurs to engage with their clients on the go. This mobile support gives business owners the liberty to enjoy their lives while not having to worry about an un-responded query. The app also enables supervisors to keep a keen eye on the performance of their subordinates, ensuring the best results. The integrated form builder app and file viewer app keep the user hooked to one platform for all of their needs. The best part, however, is their top tier security protocols meant to avoid any data breaches.

Pros

• Allows unlimited users
• Completely customizable
• Multilingual
• SMS/Email notification
• Social media integration
• Agent collision avoidance
• Knowledgebase present
• Ticket management
• SLA management absent

Cons

• SLA management absent

1. Faveo

Faveo is also a modernistic software with a plethora of potent features at its disposal. Just like uvdesk, Faveo has mobile support and social media integration, allowing the user to access various portals with ease. Its most unique feature, however, is SLA management, which ensures the strengthening of customer-business relations. It categorizes queries according to urgency but prioritizes existing customers, another bonus. It also includes a built-in knowledge base that stores all data and in time serves to form the basis of the software's response. It is the knowledge base that enables such software to correctly judge whether a ticket must pass through or be redirected to the FAQ section. It also provides multilingual support, allowing the user to encompass a wider audience. Another magic trick up its sleeve is the agent collision avoidance system, which, as the name implies, prevents two or more agents from wasting their time on the same query. Last but not the least, it allows the agents to merge tickets, while the customers are given the option of rating them based on their experience.

Pros

• Customizable
• Multilingual support
• SMS/Email notification
• Social media integration
• Agent collision avoidance
• Knowledgebase present
• Ticket management
• SLA management

Cons

• Only allows 2 users

1. Spiceworks

This is another simplistic software, much like HelpDeskZ. However, it excels in providing a fast and responsive ticket management service, topping multiple competitors in doing so. It also hosts multi-site and multi-platform support. This allows overall management of all business affairs at once. It also integrates automation in notification delivery, saving up on time and effort. Its competent knowledge base allows the redirection of repetitive concerns to the FAQ section of the websites.

Pros

• Unlimited users
• Customizable
• Multilingual
• SMS/Email notification
• Knowledge-base
• Ticket management
• Social media integration absent
• Agent collision avoidance absent
• SLA management absent
• Lacks multilingual functionality

Cons

• Social media integration absent
• Agent collision avoidance absent
• SLA management absent
• Lacks multilingual functionality

1. osTicket

This is one of the most famous names in the help desk software market. Its unparalleled ticket assignment and resolution potential have earned it a well-deserved reputation. Like Faveo, it too hosts an SLA management feature to cement client-business relations. It also boasts the agent collision avoidance feature, saving up a great deal of hassle. It has a simple dashboard with real-time notifications. And its custom help forms and support portals allow much ease of operation.

Pros

• Unlimited users
• Customizable
• SMS/Email notification
• Agent collision avoidance
• Knowledge-base
• Ticket management
• SLA management

Cons

• Not multilingual
• Lacks social media integration

Liberum

This tool, like others on the list, has a simplistic and basic design. It is recommended as a starting software for small to medium corporations. Despite its simplicity, it is completely customizable, allowing the user to tailor it according to their needs. Notification templates are customizable as well, saving up time from the user's end. It also features SMS and pager notifications if need be. Another salient feature of this software is that it is completely web-based, meaning that there is no need to install it. Its simplicity and ease of use make it a preferred starter's choice among the business community.

Pros

• Unlimited users
• Customizable
• Multilingual
• SMS/Email notification
• Knowledge-base
• Ticket management
• Completely web-based

Cons

• Social media integration absent
• Agent collision avoidance absent
• SLA management absent
• Lacks multilingual functionality

Katak Support

It is a simple ticket support system, meant to assign and manage tickets. Just like Liberum, it is completely web-based and customizable. Meaning that it not only saves disk space, and does not require set-up, but also can be tailored to suit the user’s needs. It also has a seamless email and messaging system and is a suitable startup software due to its simplicity.

Pros

• Unlimited users
• Customizable
• Multilingual
• SMS/Email notification
• Knowledge-base
• Ticket management
• Completely web-based

Cons

• Social media integration absent
• Agent collision avoidance absent
• SLA management absent
• Lacks multilingual functionality

Conclusion

Open-source software has the advantage of being constantly added upon by subsequent developers. This software may have integrated a great deal more in the next year of coming years, depending on the development of the online community. But the most salient feature, that all of them share is that they do not cost a penny. Small business initiatives always seek to minimize miscellaneous expenditures to maximize the main input. This software has a unique set of abilities and falls short in or more areas because they are free.

This software will increase client-business bonding and aid the growth of the latter. Instead of spending resources monitoring multiple platforms, they provide an all-in-one experience. Many businesses have benefitted a great deal by integrating similar technologies in their framework. The biggest hurdle in your path must’ve been taking the initiative, but now you’re in. Orders are pouring in and you juggle through clients, even forgetting to address some of them. No more juggling, no more stress, this software will aid you in every step of customer retention.

However, depending on your needs, you can easily pick the best among these. For instance, if you are a one-man team, working on a business venture on your own then Faveo is ideal. However, for a bigger team, one of the other products would be more ideally suited. The basic function of all of these systems is to allow ease of operation, and this, all of them are excellently capable of doing. Scrutinize over the details and if uncertain, try a few of them out before making a final choice. We assure you of their excellent performance and assisting ability.