Types of Help Desk Software
There are several types of help desk software. Like many modern-day applications, the help desk can either be cloud-hosted or installed on-premise. Apart from that, there are three general categories of help desk software:
Basic Help Desk
In this category, you can find basic plug-and-play SaaS solutions mainly used for ticketing. It is possible to add other features, but there will be an extra cost. You can also get added functionalities like chat, knowledge base, and mobile application. This category features software solutions that are scalable and, therefore, perfect for smaller businesses. One of the reasons why people prefer basic help desk software is affordability. Some examples of software in this category include Zendesk, LiveAgent, and Freshdesk.
Enterprise Help Desk
Unlike the basic help desk, software solutions in this category offer many more features and address internal issues like IT assets. Apart from having a more extensive database and multiple contact points, enterprise help desk solutions accommodate more users, and they can also come with SLA management and account management. Furthermore, you can customize most of them to suit the company’s protocols. Examples of software solutions in this category are Freshservice Enterprise IT Helpdesk and Oracle PeopleSoft Enterprise HelpDesk.
Open-source help desk
The open-source help desk is a free help desk solution that enables users to customize their source code or integrate several processes. However, unlike the other two, you will need developer skills to use an open-source help desk. There is a significant amount of coding that is required in order to customize or integrate processes. Therefore, you will need a developer to effectively adapt it to your business’s required workflow or output.