Types of Help Desk Software

Help desk software enables companies of all shapes and sizes to provide excellent customer service. But with so many options, including different types of ticket systems and different types of help desk software, I'm not sure where to start.

To help with this, we have categorized the definition of help desk software and the different types of help desk solutions available. From the largest global companies to the smallest family businesses, every company has a help desk support services solution.

Defining Help Desk Software

Most customer service interactions start with the help desk. But what is a helpdesk?

A help desk is a suite of software tools that provides customer service agents with everything they need to solve their customer's problems in one place. The software helps agents track, prioritize, and resolve customer requests using different types of help desk ticket systems.

Types of help desk software

There are six main types of help desk software to consider. Web-based, enterprise, internal, local, open source, and cloud-based. Each solution has a set of specific benefits, depending on the size, complexity, and nature of your company's unique customer service needs. Let's look at each one.

Web-based help desk software

Web-based help desk solutions provide companies with software as a service (SaaS). Service providers host helpdesks on servers, and companies pay monthly or annual fees to use them. A web-based help desk always requires an Internet connection.

A web-based help desk allows service providers to maintain the software. This includes backing up your data, maintaining security, and managing necessary updates. There are several ways that businesses can access and use web-based helpdesk solutions, including service provider websites, mobile applications, and desktop clients.

A web-based help desk is ideal for small businesses looking for a ready-to-use solution that requires little customization.

Business Help Desk Software

The Enterprise Help Desk solution not only offers powerful customer support capabilities, but also highly customizable tools to support internal customer service for large teams. The business help desk operates at scale and offers many benefits, including IT support, collaboration tools for asset and account management, and a knowledge base for self-service support.

The business helpdesk is feature-rich and enables companies to integrate the solution into the workflows of the most complex global organizations. These are good options for large organizations that need the support of internal teams and external clients.

Internal Help Desk Software

Like the corporate help desk, internal help desks help companies support their employees. The internal desk help desk can be used to improve IT and human resources departments by managing incoming employee requests and quickly solving their problems. The internal help desk is an important component in maintaining employee satisfaction and productivity.

Local Help Desk Software

A local help desk solution involves purchasing licensed software and installing it on your company's server. For local solutions, companies have a support service and are responsible for maintaining it, including data security. Companies that choose a local solution generally pay an initial fee and make regular updates.

Local helpdesk can be easily customized and adapted to interoperate with internal corporate systems. Companies can also keep their data on their servers.

Businesses often employ a team of employees to manage, customize, and operate their local helpdesk software. Therefore, large companies often use local help desks.

Open Source Help Desk

Unlike licensed help desks, open source solutions give companies access to the source code of their software. This allows companies to fully customize help desk software for their specific needs, as well as basic plugins and integrations.

Open source help desks are a great solution for companies with highly qualified IT teams with programming experience because they require a deep level of customization and support.

Cloud-Based Help Desk Software

Cloud-based help desks are similar to web-based solutions in that they manipulate and store data on remote servers. However, by living in the cloud instead of the provider's private server, you can scale based on customer demand.

Many cloud-based solutions, with the ability to scale based on demand, offer variable prices based on usage, giving companies flexibility