Collaboration tools help agents complete tickets quickly and efficiently-with each other's help. I ensured every app contained some type of reporting, prioritizing those with more advanced features.Ĭollaborative features. Great ones give you a microscope to dig into more niche, granular data and enable you to customize reports and dashboards to share with stakeholders. Good help desk software offers analytics and reporting features that help you identify high-level trends and optimize your processes. The apps on my list all stood out with their automation features, though some shone brighter than others. Somewhere in between, there's customizable bots and automated workflows. On the more advanced end, we have AI-powered reply assistants. On the simplest end, we have macros (canned replies you can save and repeatedly use). There are several ways help desk software can integrate automation. We're living in the 2020s-while live chat may have been a "premium" feature several years ago, it's a must-have to be considered a great customer service app now.Īutomation features. Every app on this list offers ticketing, a shared inbox tool, self-service features (such as a knowledge base or help center), and a live chat tool. But you need to know what you're looking for to be sure the customer support software you choose will actually help you and not just complicate your process even more.Īs I researched and tested help desk services, these are the criteria I was most focused on:Ĭhecking off the "basics." Granted, my definition of "the basics" might be stricter than most. If your customer support team is overworked, or it seems like you spend more time fielding customer complaints than improving your product or service, it's time to invest in some new tools. For more details on our process, read the full rundown of how we select apps to feature on the Zapier blog. We're never paid for placement in our articles from any app or for links to any site-we value the trust readers put in us to offer authentic evaluations of the categories and apps we review. We spend dozens of hours researching and testing apps, using each app as it's intended to be used and evaluating it against the criteria we set for the category. All of our best apps roundups are written by humans who've spent much of their careers using, testing, and writing about software.
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