18 April 2024
octobits-best-msp-help-desk-software

Best MSP Help Desk Software (Image by Addee)

In 2024, the best MSP help desk software stands out for its efficiency in response times, a key factor in client satisfaction.

Yes, we all know, Managed Service Providers (MSPs) play a pivotal role in today’s IT landscape, offering comprehensive technology solutions to businesses.

But do we know how to provide good customer service? That’s why help desk software is at the heart of MSP operations.

Efficient response time isn’t just about quick replies; it’s about the smart allocation of resources to address client concerns effectively.

Top-notch MSP help desk software achieves this through advanced features like automated ticketing systems, real-time monitoring, and integrated communication channels.

These features ensure that client issues are not only acknowledged swiftly but are also resolved efficiently, reducing downtime and enhancing the overall client experience.

Therefore, in this article, we will have a look at some software that lends credibility to your business through customer service.

Help Desk Metrics You Need to Consider

Running an efficient MSP help desk involves a deep understanding of key performance metrics.

These metrics below not only guide in managing current issues but also in strategizing for future improvements.

  • First Contact Resolution (FCR): This metric measures the ability to resolve customer issues on the first interaction. A high FCR rate suggests your team is effectively addressing problems quickly, reducing the need for repeated contacts and enhancing customer satisfaction.
  • Average Handle Time (AHT): AHT tracks the duration taken to resolve each ticket. It’s crucial in evaluating how efficiently your team can resolve issues. A lower AHT indicates quicker resolutions, crucial for maintaining client happiness and reducing their downtime.
  • Customer Satisfaction (CSAT): Derived from customer feedback, CSAT scores are the ultimate measure of your service quality from the client’s perspective. High CSAT scores reflect well on your MSP’s ability to meet and exceed client expectations.
  • Ticket Volume: This metric counts the total number of support requests received. It’s a direct indicator of your help desk’s workload. Monitoring ticket volume helps in understanding trends in customer inquiries or issues, enabling resource allocation and planning. A sudden increase in ticket volume might signal emerging issues with services or products, while a consistent volume indicates a stable demand for support.

Top Help Desk Software in 2024

In our forecast, the help desk software landscape in 2024 will be dominated by a few key players, each excelling in different areas.

1. Freshservice 

Freshservice is a productive and easy-to-use help desk software with great potential for MSPs. 

Freshservice AI-powered features and focus on the employee experience make it a compelling choice for companies looking to streamline operations and increase technician productivity.

Pros of Freshservice

Freshservice’s strengths include its automation capabilities, analytics, and comprehensive documentation features.

Fresh service ticketing system is highly appreciated. In addition, effective asset management and customizable workflows and forms have significantly improved support times and customer service.

Cons of Freshservice

Freshservice offers a variety of plans with different features and tiers, which can be confusing for some MSPs.

While Freshservice is highly configurable, some advanced customization options are missing compared to other help desk software. This might not be suitable for MSPs with very specific needs or workflows.

Price of Freshservice

Freshservice’s pricing starts at $19 per month per user, offering an affordable entry point for businesses seeking a reliable IT service management solution​​.

2. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus offers exceptional value with comprehensive features, continuous updates, and seamless integrations. This tool is designed for small and medium sized businesses for aggressive expansion in 2024.

Pros of ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is praised for its user-friendly interface and efficient workflow management.

Some ManageEngine ServiceDesk Plus users appreciate its robust asset management capabilities, project management features, and effective ticket logging for end users.

Its built-in approval system for tickets expedites the resolution process. Additionally, the software supports SOX compliance and offers robust reporting tools for performance management​​​​.

Cons of ManageEngine ServiceDesk Plus

The software lacks strong automation capabilities, offers limited customization, and has no multi-tenant capability, which can be a hindrance for scaling businesses​​​​.

Price of ManageEngine ServiceDesk Plus

Pricing for ManageEngine ServiceDesk Plus starts at $10 per month, providing an affordable option for businesses looking for a comprehensive IT service desk​​.

3. Zendesk

Zendesk, a well-established industry giant, is constantly evolving and expanding its focus, particularly in the enterprise market and omnichannel capabilities.

This established brand with a loyal user base guarantees its sustained popularity.

Pros of Zendesk

Zendesk’s strengths lie in its extensive integration capabilities, with over 1,000 integrations available on the platform. 

Zendesk offers advanced AI features and extensive features in all plans, enhancing its appeal across various business needs.

Additionally, digital onboarding features simplify the learning curve for new users​​.

Cons of Zendesk

Zendesk is often considered expensive compared to some of its competitors.

Another potential drawback is that it may not work seamlessly with other software systems, which could be a limitation for businesses seeking highly integrated IT environments​​.

Price of Zendesk

Zendesk Suite offers different pricing tiers to cater to various business needs. The Suite Team, a starter plan from Zendesk, available for $55 per agent per month.

The Suite Team includes features like Sunshine Lite, a ticketing system, pre-built analytics dashboards, and out-of-the-box bots.

Besides The Suite Team, there are 3 other pricing plans available on the ZenDesk website.

4. HappyFox

While industry giants dominate the scene, HappyFox is quietly making waves with its refreshing approach to help desk software. 

Here’s why this underdog might just steal the show in 2024, especially for MSPs.

Pros of HappyFox

HappyFox stands out with its robust ticketing system that ensures efficient organization and management of customer queries. 

The software’s multi-channel integration allows for a unified approach to customer support, consolidating interactions across various platforms.

HappyFox also boasts an online knowledge base, supporting multiple languages, and advanced analytics tools, providing businesses with crucial data on support operations and customer satisfaction​​.

Cons of HappyFox

However, new users may find HappyFox’s interface and features somewhat complex, necessitating a steeper learning curve.

There are also challenges in integrating HappyFox with other business tools, potentially limiting its functionality in a broader tech ecosystem. 

Price of HappyFox

HappyFox offers several pricing plans with monthly and annual billing options. For starters, you may purchase unlimited agents and 250 chats per month for $29 per month.

octobits-top-help-desk-software
Top Help Desk Software (Image by Zapier)

5. SysAid

SysAid, recognized for its ITIL compliance and strong security features, is a comprehensive platform ideal for complex IT environments and organizations prioritizing data protection. 

Pros of SysAid

SysAid is a true champion when it comes to ITIL compliance, making it a dream come true for MSPs managing vast client networks.

And when it comes to security, SysAid is robust, with features like multi-factor authentication and encryption.

Plus, it’s more than a help desk; it’s an all-in-one IT management haven with tools that streamline operations and boost productivity.

Cons of SysAid

On the flip side, SysAid’s wealth of features can be a bit overwhelming, especially for smaller MSPs transitioning from simpler systems.

Customization, while available, doesn’t always hit the mark compared to some of its rivals. For MSPs who like to customize every detail, this can feel limiting.

Price of SysAid

SysAid’s specific pricing details were not available in the immediate sources. However, it’s noted that a setup fee is required.

For the most current pricing information, visiting SysAid’s official website or contacting them directly is recommended​​.

6. Ivanti Service Manager

If your MSP handles intricate IT landscapes like a seasoned juggler, Ivanti Service Manager might be the help desk software you’ve been searching for.

Ivanti Service Manager, part of Ivanti’s unified endpoint management suite, is well-regarded in the ITSM field, especially for its flexibility to deploy in the cloud, on-premises, or a hybrid combination, making it a suitable choice for various IT environments​​.

Pros of Ivanti Service Manager

Ivanti Service Manager is praised for its self-service options, efficient service management, and comprehensive asset management.

It also provides a robust help desk system and features that allow for automatic updates, making it a versatile and dynamic ITSM solution​​.

Cons of Ivanti Service Manager

Ivanti Service Manager have noted challenges in project management and product support. The need for extensive training and more responsive technical support are also pointed out. 

Price of Ivanti Service Manager

While specific pricing details for Ivanti Service Manager were not available, it is noted that the software does not offer a free trial or a freemium version, and there are no setup fees required for entry-level deployment.

7. SolarWinds Service Desk

SolarWinds Service Desk might just be the help desk software you’ve been waiting for.

SolarWinds Service Desk, known for its expertise in network monitoring, integrates well with other SolarWinds products, offering competitive pricing that appeals to network-centric organizations.

Pros of SolarWinds Service Desk

SolarWinds Service Desk is highly regarded for its effective help desk management and agentless inventory capabilities. 

These features make it a robust choice for organizations looking to streamline their IT service management and asset tracking processes​​.

Cons of SolarWinds Service Desk

The software could benefit from more customization options, particularly in naming fields and sections. Integration with hardware that has embedded serial numbers could be enhanced. 

Price of SolarWinds Service Desk

For $39 per month, per technician, and supporting unlimited users, you can purchase the entry level edition of SolarWinds Service Desk.

For $39 per month, per technician, and supporting unlimited users, you can purchase the entry level edition of SolarWinds Service Desk.

There are also 2 other bundle offerings you can review on the SolarWinds Service Desk website.

Conclusion

When you’re thinking about getting new MSP help desk software or upgrading what you’ve got, keep in mind, it’s way more than just picking out a tool. 

It’s really about making your response quicker and boosting the quality of your service.

You know, every piece of software out there has its own cool features. 

But at the end of the day, they all aim for the same thing: to make your IT support smoother and your work environment more productive and on the ball.

So, go ahead and dive into these tech solutions. They’re your ticket to staying on top of the ever-changing IT support game.

Choosing the right MSP help desk software is not just another thing to do. It’s a big step toward a future where things not only run, but run like a well-oiled machine. More resilient, more efficient-that’s the goal.

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