Trouver le meilleur logiciel d’assistance technique: 2023 Revue d’expert

LiveAgent is for customer support teams of all sizes. The software collects and organizes customer queries from multiple channels, and enables agents to collaborate to resolve them.

The software has tons of useful help desk features. LiveAgent’s multi-channel ticketing system converts all received messages from social media, email, phone and live chat into tickets, and then organizes them according to importance. The software is collaborative, and eliminates account sharing, device and account monitoring, duplicate answers, and confusion. The software has powerful automation rules that can be either time-triggered, SLA triggered, or action triggered.

LiveAgent’s reporting and analytics features enable users to create comprehensive reports on agent availability, resolution times, rebukes, and more. The software also recognizes the need for self-service in customer support and enables users to create internal and external knowledge bases that are fully customizable and equipped with FAQs, feedback, suggestions, and forums.

The software’s UI is very clean and minimalistic, however, it does have quite a learning curve. Not to worry though, LiveAgent provides integrated guides so you can utilize the software in no time. The biggest pro of using LiveAgent is its price to value ratio. LiveAgent offers over 179 advanced help desk features and integrates with over 40 third party applications. The software is fully customizable– from general appearance and sounds to specific feature customization. The cons include a steep learning curve and limited mobile app capabilities.

LiveAgent supports both native and third-party integrations. Native integrations include but are not limited to Braintree, Slack, Instagram, Shopify and more. LiveAgent also provides built-in migration plugins that enable you to migrate data from your old help desk software into LiveAgent.

LiveAgent costs from $15/user/month. They also offer a free trial, a forever free account, and a product demo.

Zendesk is an easy-to-use customer service solution that’s sophisticated enough to meet complex needs and simple enough to let you get set up and running immediately.

Zendesk makes it easy for desk agents to track, prioritize, and respond to customers with one unified agent workspace that brings all conversations across web, mobile, and social channels together. With complete customer context, including more than 1000+ pre-built integrations from the Zendesk Apps Marketplace, agents have all the relevant customer details and interaction history to provide better, more personalized support.

Your team can customize the support environment based on use cases, such as software support, customer service, troubleshooting, and orders & shipping. Leverage built-in routing and intelligence to collect critical details and reduce data entry, and escalate issues to the agent best suited to help. Zendesk allows users to create knowledge base content for customers and a customized, mobile-responsive, help center.

Zendesk includes a reporting solution for ticket and support teams that allows access to real-time and historical data, and allows you to analyze your performance using pre-built dashboards that are pre-populated with useful metrics such as unresolved tickets, reopened tickets, and ticket resolution times. Users can also customize dashboards and charts, and share relevant dashboards to keep stakeholders in the loop about key insights and trends.

Zendesk starts at $19/user/month and offers a 14-day free trial.

HaloITSM is a help desk solution that helps businesses streamline the incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.

HaloITSM allows organizations to link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base. Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests. Customer service agents can view upcoming tasks on a calendar and streamline approval processes by requesting validation on ticket creation or modifications.

HaloITSM facilitates integration with various third-party applications such as Microsoft Office 365, Azure DevOps, Microsoft Teams, Lansweeper, and more. Other features of HaloITSM include reporting, compliance management, status tracking, a self service portal, collaboration, and auditing. It also helps businesses generate maintenance requests, store asset details, and set validation rules across configuration fields using IP addresses or numeric passwords.

In addition, HaloITSM can serve as an enterprise service management solution allowing you to extend your workflows beyond IT and experience the benefits throughout the organization. HaloITSM enables teams to join together siloed service areas to create seamless processes and a great experience for users.

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 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 $14/agent/month billed annually. Also has a freemium version up to 3 agents.

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.

SysAid is an ITSM, service desk & help desk software that offers all the ITIL essentials.

SysAid is all about automation, having ticket, task, self-service, and workflow automation features that let you set rules and watch things happen on their own. Task automation will route tickets to the right desk. Meanwhile, task automation will help you handle repetitive tasks like resetting printers, and workflow automation lets you set specific steps for processes like the onboarding of a new employee.

Other standout features include remote control to solve issues from the client’s machine, asset management to store important data within your tickets, and reporting so you can track KPIs and relevant stats.

SysAid has a marketplace where you can search for pre-built integrations that include software like Microsoft Teams, Jira, TeamViewer, Solarwinds, Azure, Slack, and thousands more through Zapier.

Pricing is available upon request and it offers a free trial.

FocalScope is a unified help desk software that enables you to connect with customers more effectively via email, voice, live chat and social media.

With a focused workspace, agents can get a full view on every email ticket, owners and deadlines. Features like quick-reply, canned responses, and internal notes boost productivity, while collision alerts prevent duplicate work and confusion. While its highly intuitive interface builds familiarity quickly, FocalScope also comes with unique on-the-job training features that provide full oversight on new or struggling agents. Feature guides, tutorials, and user manuals are also available via their website.

Having live chat and messaging apps Facebook, Telegram and WhatsApp makes it convenient for customers to reach you on their preferred channels. FocalScope keeps you organised, while chatbots are available for automating basic enquiries and diverting traffic to a self-serve knowledge base.

FocalScope’s fully-integrated voice solution lets you create an entire phone experience using built-in text-to-speech within minutes. Customise everything from the text, voice, and accent to produce high-quality nested IVRs, FAQs and surveys—without voice talents or fancy equipment.

To tackle enquiries coming from all fronts, you can route tasks based on your business hours, shift timings, and agent skillsets. Manage individual SLAs or KPIs through a series of automatic time-based triggers: flag aging tickets, alert supervisors, or escalate to a dedicated team.

On data analytics, FocalScope provides over 70 pre-built live dashboards and reporting templates where you can measure KPIs like ticket response time, CSAT scores, agent performance, and/or SLA compliance. Alternatively, you can also customise your own at no extra cost.

FocalScope integrates with your internal systems and common apps like Salesforce, Shopify, and Microsoft Teams. Travel management companies will benefit from their Sabre, Travelport and Amadeus integrations. The tool also offers open APIs for building your own integrations.

FocalScope starts at $9/agent/month (up to 2 agents) and comes with a 30-day free trial.

Freshdesk is a SaaS-based online helpdesk software by Freshworks that helps you provide customer support to your customers through the ticketing, collaboration, and automation features available in the platform. This helpdesk software converts requests from email, phone, chat, and social communication channels into tickets and unifies the ticket resolution of all collected tickets via its omnichannel capabilities.

In addition to the omnichannel support for tickets, Freshdesk also lets you automate workflows, leverage an AI-powered chatbot, manage SLAs, and measure metrics to stay on top of customer support. Freshdesk focuses on helping customers by automating the customer service experience through chatbots and introducing self-service portals. This helps resolve some of the most common issues that customers tend to bring up, letting dedicated staff focus on more difficult issues that a FAQ section or chatbot support cannot fix.

Further, this is a versatile system that offers a good-enough array of features even to subscribers of its free plan. Users who pay get access to the app marketplace and a gamut of functionalities that include an audit log, assist and email bots, round-robin routing, and access to AI-powered social signals. One feature worth mentioning in the free plan is the built-in analytics and reporting functionality; it keeps a record of all the tickets to allow you to proactively prevent the same issue from reoccurring.

Integrations for this software include apps like Slack, Jira, Google Calendar, Analytics, and Mailchimp. You can access all integrations through the Freshworks Neo platform, which offers a marketplace and other services.

This solution is available for both desktop and mobile use through the web browser and iOS and Android mobile applications, respectively.

Wrike is a help desk tool trusted by 20,000+ organizations worldwide and is suitable for any size team. Wrike’s powerful automation engine promises to improve engagement, lead to better customer support, and foster good relationships with clients and other team members. Easily set up request forms that auto-assign tasks, allowing each ticket to be tracked through to completion.

Wrike’s simple interface updates in real-time, so your help desk team can stay on top of new tasks and adjusted information at all times. Instant @mentions and live editing capabilities mean any queries are ironed out quickly, and issues can be resolved in an efficient manner. Customizable workload views allow each team member to choose the way of working that suits them best.

Wrike has an easy-to-use, intuitive interface that allows team members to start helping clients without having to avail of in-person training themselves. Wrike also simplifies team collaboration with instinctive navigation between distinct spaces, folders, and tasks. Wrike has a dedicated help center with interactive training, videos, a ‘getting started’ guide, and a thriving community.

Wrike includes over 400 integrations, including the most popular file management software from Microsoft, Slack, Google Drive, and Dropbox, as well as Microsoft Excel and Project. You can check if the application your team needs is in Wrike’s app directory for seamless integration.

Start free with Wrike, no matter how big your team is. Or, try a free 14-day trial of Wrike’s more advanced features and customization. Paid plans start at $9.80/user/month.