InvGate Service Desk: Remote help desk software has become essential for organizations with remote work policies and distributed teams. This guide focuses on ITSM tools that offer remote support. Whether you’re a small business or a large enterprise, these options will equip your support team to handle technical issues remotely.
Table of contents
TL;DR
– Remote help desk software provides centralized support across different locations and time zones.
– Remote support solutions offer multiple communication channels for efficient assistance.
– These solutions improve customer experience, efficiency, knowledge sharing, and cost reduction.
– Key features to look for include Ticket Management, multi-channel support, self-service portal, and reporting.
What is remote desktop software?
A remote support help desk offers technical assistance to users in various locations. It uses multiple communication channels to address issues without the need for physical access. This reduces costs, improves efficiency, and enhances customer satisfaction.
10 remote help desk software options for your organization
1. InvGate Service Desk: An ITSM solution for remote support needs, with features like Incident Management, Problem Management, and Change Management. Easy to use and implement, suitable for large-scale deployments.
Pricing: Various models available on the website.
Reviews: Highly rated on platforms like G2 and Gartner.
2. Freshdesk: A popular cloud-based remote support solution with Ticket Management, automation, and reporting features. Offers screen sharing for remote support, but may have a complex interface.
Pricing: Free trial for 14 days, starts at $18 per agent per month.
Reviews: Rated highly on G2 and Gartner.
Explore more options for remote help desk software to find the best fit for your organization’s IT needs.
Zoho Desk
Zoho Desk Overview
Zoho Desk is a cloud-based help desk solution that offers a self-service portal, customization, live chat, and screen sharing features for remote troubleshooting.
Although it has limited integrations with third-party tools, it provides a free trial for 15 days and has a pricing model starting at $9 per agent per month after the free tier of up to 3 agents.
Zoho Desk Reviews
G2 reviews give Zoho Desk 4.4 stars out of 5, while Gartner reviews rate it at 4.4 stars as well.
Zoho Desk Alternatives
Within Gartner, with 4.3.
ServiceNow alternatives
Ticket management is a crucial aspect of remote help desk software, allowing support agents to efficiently organize their workload and remote support sessions by tracking, prioritizing, and managing multiple support tickets. This feature enables teams to respond promptly to inquiries, triage when necessary, reduce resolution times, and enhance customer satisfaction.
Multi-channel support is another essential feature that allows support agents to provide remote assistance through various communication channels, including email, chat, phone, and social media. This ensures that customers can reach out through their preferred medium while agents can manage tickets and support tasks from a single interface, enhancing efficiency and customer experience.
A self-service portal within remote support software empowers end-users to manage their requests and issues independently. It enables them to create tickets, track their status, and access a knowledge base for self-resolution of simple issues without escalating to an agent. This feature saves time for users and promotes autonomy.
A knowledge base is a centralized database of information within support software that addresses frequently asked questions and common technical issues. This empowers agents with the necessary data to provide quick and accurate remote support for recurring issues, facilitating knowledge sharing and establishing common procedures among team members.
Reporting and analytics capabilities in remote help desk software enable tracking of key metrics such as First Contact Resolution, Ticket Volume, Escalation Rate, and Customer Satisfaction. This information helps identify areas for improvement, make informed decisions, and optimize remote support sessions for better outcomes.
Integrations with other tools used by the business, such as ITAM software or third-party integrations like Zapier, are essential for a robust ITSM structure. These integrations provide easy access to relevant customer data and enable the creation of different workflows, enhancing overall efficiency and effectiveness in remote support operations.
In conclusion, effective remote support requires proper training, well-designed technology, and efficient processes. Remote help desk software is a vital tool for businesses looking to provide fast and efficient remote support while reducing costs and improving customer experience. When choosing the right help desk software, it is essential to ensure it includes key capabilities such as ticket management, multi-channel support, self-service portal, knowledge base, and reporting and analytics. Consider trying InvGate Service Desk’s 30-day free trial to implement remote support in your organization seamlessly. following sentence in a different way:
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