CXM Guide

Helpdesk software

Learn all about helpdesk software - definition, types, must-have features, benefits, and drawbacks of using sub-par helpdesk software.

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What is helpdesk software?

Helpdesk software is a customer service tool that empowers contact centers to track, organize, and manage customer queries systematically and provide faster resolutions to their requests from one centralized location. It enables businesses to offer the best possible customer experience — converting your clients into advocates. The helpdesk technology typically entails a ticketing system, an inbox, an assignment system for reps or routing, and a reporting dashboard.

Who can use helpdesk software?

Most industries, teams, and roles can use helpdesk software — albeit differently. Let’s understand more about it.

Most industries, teams, and roles can use helpdesk software — albeit differently.B2B/B2C Verticals Roles& Benefits

What does helpdesk software do?

A robust and disruptive helpdesk software solution assists support teams and customers keep track of an issue — ensuring a successful outcome for both parties. Let's deep dive into how helpdesk software exactly works: 

Simplified customer intake

Helpdesk software is a point of contact where customers can easily reach out to contact center agents for any support through different online and offline touchpoints such as phone, live chat, email, social media, or self-service. It keeps all your customer conversations — current or past — in a unified place, thereby helping agents streamline communication and manage bulk tickets effortlessly. 

Ticketing management

Agile helpdesk software enables contact center agents to track, organize, assign, manage, and route all incoming tickets. In addition, it helps them view customer history and respond with context. Besides that, it also shows the ticketing status and handling agent for each ticket, so there’s no response duplication.

Centralized communication 

With modern helpdesk software, businesses can interact with their clients across all channels from a single interface. It keeps all customer communication at one unified location, often known as a “shared inbox.” A shared inbox such as live chat queues provides customer support teams a unified view to manage, handle, and collaborate on the tickets easily. The customer representatives can also sort and consolidate incoming messages and assign tickets to specific agents based on their availability, skill, business hours, etc.

Conducive workspace for agents and stakeholders

Helpdesk software is a conductive workspace where agents and their stakeholders can interact seamlessly and leverage various built-in tools to enhance customer experience.  

Unlike cluttered email accounts and disjointed workflows, businesses can utilize a helpdesk tool to streamline communications efficiently, provide faster resolutions, and boost CSAT. 

Improved self-service

A feature-rich helpdesk tool is an excellent self-serve option for customers as it consolidates all common customer queries into FAQs and redirects repetitive customer queries to the knowledge base — allowing agents to focus on complex requests.


Businesses can leverage reporting and analytics to analyze common customer queries. They can access valuable insights such as top product issues, average response times,  CSAT ratings, customer buying preferences, and market demographics — and use these insights to improve the customer experience.


A helpdesk solution automates workflows for ticket management, internal collaboration, out-of-office autoresponders, and other reminders/alerts/notifications. It helps support teams respond faster by offloading their manual, repetitive work and streamlining complex tasks via automated triggers.

Quality customer support

Contact centers that use helpdesk ticketing systems experience improved agent productivity, faster resolutions, and enhanced customer satisfaction. Their customers don't have to repeat themselves as their responses are adequately documented and auto-assigned to the next agent in the queue — which cuts average response times by a considerable margin.

Factors to consider while choosing helpdesk software 

Your helpdesk software must possess a few fundamental features to deliver value for money. They include but are not limited to:

Ticketing management

Helpdesk ticketing systems should automate all the moving parts of the ticketing process, such as assigning, escalating, resending, routing, closing, and canceling tickets. This way, customer care agents can manage tickets efficiently across all communication channels (e.g., chat, phone) from the same tool.  

Broad channel coverage

No matter which channel your customer uses, your helpdesk solution should be able to cater to it. That’s why it makes sense to invest in an omnichannel helpdesk solution that allows your agents to track and handle inbound tickets on all the channels your customer prefer — from a single interface. 

Knowledge management

Your customer care agents shouldn’t need to invest too much time hunting for correct answers to customers’ queries. That’s possible if your helpdesk software has access to a robust knowledge base (KB). The KB compiles common customer questions and structures them into retrievable FAQs or how-to articles. It surfaces answers quickly to recurring customer queries with the help of automated triggers — which frees your agents to prioritize other complex cases.


Your helpdesk software should enhance agent productivity, deliver intuitive CX, and be easy to use. Intelligent helpdesk software is built with both customers and service desk agents in mind and does not require any prior technical skills. 

Collaboration tools

Your agents can work on complex or high-priority tickets or respond to customer queries faster if your helpdesk software has disruptive built-in collaboration tools. Features such as internal notes and tagging can be helpful for multi-member support teams. Using them, teams can quickly resolve customer issues and increase first contact resolution (FCR) without transferring them to another agent or department.


The helpdesk software you are planning to invest in should be capable of adding easy-to-use features, additional agents, and support more tickets as your business grows. The contact centers should choose helpdesk software that offers features like workflows and API access that will assist you in automating repetitive tasks as support volume grows.

For instance, if you are forecasting to expand your business over time, you should calculate how future-ready the proposed tool is and how it will help scale your business.


It is worth spending on a helpdesk ticketing system that offers third-party integrations with WhatsApp, API, Phone, Email, and Live Chat right out of the box. Integration can help you manage workflows and eliminate the need to switch between windows. 

Database capacity

If your business has an extensive customer database, you should look for a helpdesk tool that can accommodate bulk customer data across all channels and has the bandwidth to host content for the knowledge base, especially if your server capacity is limited.

Future readiness (AI and innovation)

Helpdesk software backed by intelligent AI technologies (virtual chatbots, canned responses, automated categorization, prioritization, and intelligent routing) can future-proof your business and remove the manual overhead associated with high-volume, low-value service desk activities.

How can contact centers benefit from helpdesk software?

Customer expectations have been rising, and they expect contact center agents to answer their queries instantly on their most preferred social channels. That's where helpdesk software comes into the picture. Let’s learn how. 

Boost CSAT

Robust helpdesk software empowers contact center agents to resolve tickets faster and more accurately by collaborating with other agents, auto-routing the recurring tickets to in-house experts, or quickly accessing product specs through the knowledge base. The software can also categorize tickets by priority or escalate them to the higher authority or supervisor — so the most urgent issues are resolved promptly. Faster ticket resolution translates to overall customer satisfaction.

Agent productivity

With the helpdesk ticketing system, you can automate ticket creation and convert customer emails, phone calls, and web chat requests into tickets ​and route them through the ticket management system. This eliminates the agent workload to create tickets manually and enables them to work on high-priority or urgent tickets — improving the agent productivity holistically. 

Operational efficiency

When businesses use omnichannel helpdesk software, they don't have to follow up with customer interactions on different channels separately. They can easily track customer interaction history, refer the troubleshooting steps to the previous customer queries, and centralize and organize all customer service and support issues received in one unified platform.  This helps support teams work more efficiently — cutting unnecessary back and forth between inboxes, phone call systems, and web chat applications.


Reporting and analytics feature enable contact centers to determine the team's busiest hours, average first response times and resolution times, the number of customers who accessed knowledge base articles, team members' CSAT ratings, etc. This helps businesses to understand the quality of customer support comprehensively.

Streamline communication 

When all customer information across channels is sorted in a unified place, there is a lesser chance of missing customer queries. Customer care agents respond to every customer request accurately and in an organized manner.

What are the roadblocks to helpdesk software?

Helpdesk software may pose some challenges besides offering some benefits. So, contact centers need to be extra cautious before implementing helpdesk software into their businesses.

Security threats

Helpdesk ticketing system is often vulnerable to cyber attacks such as phishing, spyware, malware, and other virus attacks since contact centers have a repository of customer data stored in the software. You must ensure that your business has solid data protection to avoid data theft.

Technical bugs

Contact centers may experience technical glitches while leveraging helpdesk software for ticket management, automation, analytics, third-party integrations, etc. You need to train your agents in advance in case the helpdesk ticketing solution malfunctions — so they are armed with alternate solutions to manage workflows seamlessly.

High onboarding costs

Incorporating helpdesk software in your business is not an affordable deal. It involves high onboarding cost, maintenance, and up-gradation of the system. However, you can streamline the cost associated with the purchase by integrating the helpdesk ticketing system with third-party tools such as CRM or Customer Relationship Management.

Why choose Modern Care Lite as your helpdesk software?

We wanted to provide you with advanced AI helpdesk software that can analyze, detect, predict, and suggest actions from one unified platform — making your agents more productive, your customers happier, and your operations more cost-effective. With Care Lite, you can do exactly that and even more! 

  • Offer omnichannel support by responding to customers’ queries quickly and accurately across all channels from a unified helpdesk.

  • Empower customers to self-serve by accessing a robust Knowledge Base and resolving queries instantly without staying on hold for a long time.

  • Use in-context guided paths at the right time to resolve customer issues at first interaction without any training. 

  • Improve your agent productivity by automating 4x more manual tasks — with much less effort.

  • Automate your workflows and reporting for smart ticketing and improve your team’s performance.

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