Trouver le meilleur logiciel d’assistance technique: 2024 Revue d’expert

monday Service is a comprehensive service management platform designed to streamline and enhance service delivery across various organizational functions. It offers out-of-the-box solutions tailored for diverse service use cases, including ticket management, multi-channel support, AI and automations, a service catalog, and managing the employee lifecycle.

Key features include an intuitive ticketing system that allows for the efficient management and tracking of customer inquiries. The platform's customizable workflows and automation capabilities can also help reduce manual efforts and improve response times. Additionally, monday Service offers a centralized communication hub, enabling seamless collaboration among support team members.

The tool's user-friendly dashboards and reporting tools also provide valuable insights into support metrics, helping teams to continuously optimize their performance. Overall, monday Service's blend of user-centric design and powerful functionalities makes it an effective solution for delivering exceptional customer support.

monday Service integrates well with several tools, including DocuSign, Gmail, Azure DevOps, Microsoft Teams, Microsoft Outlook, and Slack.

Issuetrak is a ticketing software that caters to help desks by providing a platform for issue tracking and management. Its capability to accept tickets from multiple channels such as email, web forms, and direct application input positions it as a suitable solution for omnichannel help desks, aiming to offer accessible and efficient customer support.

I chose Issuetrak for helpdesk software after evaluating its comprehensive feature set and positive customer feedback. Its ability to handle omnichannel help desks effectively, with integrations across various platforms, makes it a distinct choice. I believe Issuetrak stands out due to its customizable options and robust task flows, which cater to the diverse needs of omnichannel help desks.

Features include quick notes, which enables users to add pre-written notes to issues quickly, functionalities for managing customer complaints. Issuetrak also offers comprehensive customer support, including a dedicated support department that provides 24/7 technical assistance and in-house services such as site configuration and training for support agents.

Integrations include Microsoft 365, Google Analytics, Gmail, Salesforce, Power BI, and thousands more through Zapier. You can also access the Issuetrak API for even more connections.

SuperOps is a PSA-RMM software designed to help managed service providers (MSPs) and IT teams monitor infrastructure and deliver exceptional support. It offers tools to prioritize issues, centralize communication, and automate routine tasks, enhancing service delivery.

I like SuperOps for its conversational workspace, which provides technicians with all the context they need within each ticket. This setup eliminates the need to switch between tabs, enabling your team to resolve issues faster and more effectively. Additionally, the auto-tracking of time spent on tickets ensures accurate billing for clients.

Another great feature is the platform's automation capabilities through Runbooks. By turning repetitive processes into standardized workflows, tasks are completed more quickly and consistently. Event-based triggers can apply these Runbooks automatically, reducing manual intervention and allowing your team to focus on more complex issues. 

One thing I find especially unique is that, aside from its service desk through its PSA suite, you can fully integrate with its RMM product, which includes asset management, policy management, network monitoring, endpoint security, and more. This means that you can get more context around tickets and have more visibility around activities.

Integrations include Acronis, ESET, Sophos, SentinelOne, Emsisoft, Bitdefender, Splashtop, TeamViewer, Connectwise Control, Xero, Quickbooks, and Azure.

SAAS First is an AI-first customer support platform designed to enhance your interactions with customers. By consolidating various communication channels into a single interface, it simplifies the management of customer inquiries.

One standout feature of SAAS First is its omnichannel inbox, which allows you to manage all customer conversations—be it email, live chat, or social media—in one place. This centralization ensures that no interaction slips through the cracks and enables your team to respond promptly.

Additionally, the platform offers an AI-powered chatbot named Milly, capable of handling customer queries around the clock. Milly learns from your knowledge base and external resources, providing accurate and immediate responses, which frees up your team to focus on more complex issues.

SAAS First also has an integrated knowledge base that empowers your customers to find answers independently, reducing the volume of direct inquiries your team needs to handle. 

Integrations include WhatsApp, Facebook, and SMS by Twilio.

Used by over 150,000 businesses, including Panasonic, HP, and Pearson, Freshdesk lets you streamline your support channels (email, phone, chat and more) so that you can then notice trends and assign tickets accordingly. Some features include: automation of repetitive tasks, dissemination of tutorials to customers, and form and community management.

The ability to set service-level agreements (SLAs) and check on them via advanced reporting features stands out as a highlight-worthy features in our features and functions evaluation criteria section. File this under knowledge management, reporting, collaboration—it’s an extraordinarily helpful tool.

Integrations listed include Google Apps, JIRA, various live chat apps, Zoho CRM, FreshBooks, QuickBooks, DropBox, Box, OneDrive, MailChimp, iContact, SurveyMonkey, and many more, including a whole host of selection through a paid Zapier plan.

The app would not accommodate the uploading of larger documents or files, which may not be ideal in many circumstances. Additionally, having the ability to set reminders on tickets would be an asset for anyone whose workload is particularly demanding.

Freshdesk starts at $18/user/month

21 days Free Trial, No Credit card required

Also has a freemium version

Zoho Desk is a cloud-based customer service application with contextual AI that helps your company build stronger relationships with customers.

Zoho Desk has great features for prioritizing, managing, and closing customer support tickets. Users have control over tickets submitted to the support team via email, phone, chat, social media, a self-service portal, forums, and web forms. All tickets are presented in one place, and team members can set priorities and close tickets in the preferred order.

The tool allows teams to create a Knowledge Base of customer support articles, so your team can quickly find appropriate solutions for customer tickets. Zoho Desk’s Help Center features also allow customers to create a ticket and track it online themselves.

Zoho Desk’s AI and automation features take into account an appropriate resolution time based on your business hours when a customer ticket is created. If those parameters are missed, the ticket will be escalated automatically. Tasks such as ticket assignment, service escalations, notification rules, live chat widget and time-based actions can be automated by setting workflow rules.

The tool provides detailed reports and analytics about your support center performance, such as the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.

The platform integrates with Zoho customer relationship management (CRM), as well as other Zoho Apps. The tool also offers an API for further integrations.

Pricing starts at $20/agent/month billed annually.

InvGate Service Management is a comprehensive IT service management (ITSM) solution designed to enhance your organization's service delivery. It offers tools for managing incidents, problems, changes, and service requests, all within a single platform. 

One thing I like about InvGate Service Management is its robust ticket management system. You can organize and prioritize work based on factors like priority, service level agreements (SLAs), and urgency, ensuring that critical issues are addressed promptly. The platform also highlights actions that can be resolved with minimal effort, helping to prevent bottlenecks and keep operations running smoothly.​

With access to over 150 metrics, you can also cross-analyze data to create insightful reports, aiding in faster and more informed decision-making. Sharing custom dashboards with stakeholders enhances transparency, providing visibility into the status of the service desk and fostering improved communication.​

Integrations include FileWave, Lansweeper, Microsoft Teams, Microsoft ActiveDirectory, Azure DevOps, Okta, Office 365, OpenAI, Outlook, and Jira.

ServiceDesk Plus is a complete IT Service Management (ITSM) suite with built-in IT Asset Management (ITAM) and Configuration Management Database (CMDB) capabilities. With advanced ITSM functions, powerful automations, smart customizations, and easy-to-use capabilities, ServiceDesk Plus helps IT support teams easily deliver world-class service to end users at lower costs.

Features include strong incident management processes that help resolve incidents swiftly and improve agent productivity; comprehensive problem management features that enable IT teams to classify, analyze, and close issues as well as identify repetitive issues to close tickets faster; and a change management system that allows IT teams to implement IT changes with minimal risk through streamlined planning, approval, and implementation.

The tool also provides integrated knowledge management, virtual assistant, and AI capabilities, as well as effective SLA management with proactive and reactive escalations and escalation actions.

It offers various integration options, including Microsoft Outlook, Microsoft 365, Microsoft Teams, Jira, and more through REST APIs.

Pricing for ManageEngine ServiceDesk Plus starts at $12/per user/month for the standard plan. See further pricing plans on their pricing page.

Zoho Assist is a remote access support software that allows you to provide support to team members by accessing their devices remotely. It has both on-demand and unattended access capabilities, so you can make updates and solve issues regardless of whether someone is at their computer. The unattended remote access feature can be used for things like pushing bulk updates or rebooting devices.

Live chat, video, and voice calls are all supported to facilitate communication between support reps and customers. You can also exchange files as needed. The software has a high level of security to ensure protection for support reps and customers alike. It's GDPR, HIPAA, PCI, and CJIR compliant and has SSL 256-bit AES encryption. Organizational management is also included so the right people have the right access permissions in the platform.

Sessions can be recorded, which is super helpful for internal training as well as record-keeping and any future auditing needs. The software integrates with other tools, most notably the Zoho product suite. Other integrations include Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.

Pricing starts from $12 per month, and a 15-day free trial is available.

Salesforce Service Cloud is a cloud-based customer service management solution designed for businesses looking to set up a flexible help desk program and initiate their customer service operations from anywhere.

Service Cloud is built on the Salesforce1 platform, and it aims to optimize and centralize customer service agent efforts, giving them the ability to manage cases and handle customer requests with a flexible and mobile approach. It was initially developed to provide proper support mobility for customer service professionals. The solution allows them to not only receive service requests but also provide high-quality support with omnichannel customer experience from anywhere. This means the platform is more than capable of serving as a truly mobile help desk solution for remote and hybrid teams. Using the Service Cloud console, support teams and agents can easily manage all their active cases with relative efficiency.

The platform comes with a Communities tool that empowers customers by giving them the ability to help themselves and others through the self-service approach. Service Cloud works as a help desk solution with self-service capabilities. Other Service Cloud features include a knowledge module that enables organizations to build their knowledge base. This knowledge base can then be utilized by customer support teams and customers alike to look for the answers they need at any given moment.

Salesforce Service Cloud also has a social service function that enables the help desk to be seamlessly integrated with various social media channels, further enhancing the customer service experience.

Pricing for the Salesforce Service Cloud starts from $25 per user/month with the Essentials package. This option supports a maximum of 10 users and is billed annually. A 14-day free trial is available.