How to choose the best Helpdesk software for your company

By 5th November 2018 May 26th, 2020 No Comments

Finding the best help desk software for your company isn’t always easy. Mostly because there are so many different options in the market. And especially if you’re a beginner, big software players — which are usually first to appear — aren’t necessarily the best option for you.

Help desks are great because they provide a centralized place to communicate with customers and make it easier to track inquiries. Customers tend to also get happier because the time to solve issues drops dramatically. QuickFMS says it even makes your brand stand out.

With that in mind, we’ve decided to help you make that decision with the main arguments you need. Let’s get into it!

Here’s what we’re going to cover in this article:

  • Do you need a Help desk software for your company?
  • Why and how it will make your work — and customer satisfaction — better?
  • How are other companies dealing with Help desk right now?
  • How easy is this software to use if you’re a beginner?
  • What resources a Help desk software implementation will require from your company?
  • How much will you have to train your team?

After reading this article, please let us know if it was helpful in your final decision.

Do you need a Help desk platform?

In case you haven’t asked yourself this question, the moment is now. Helpdesk systems exist to organize customer support and work very well for companies with lots of customers to deal with.

Is customer support currently giving you and your team headaches? So maybe you’re truly in need of it. In case, for now, you’re ok and your small number of customers are happy, you might want to wait a little bit longer to truly need such a tool.

Sometimes companies start out wanting to equip themselves with every tool available. However, what they often don’t realize is that more tools mean more people needed — or just less time to do other important tasks.

After you and your teamwork, it out and get to the conclusion that you need (or not) such software, then it will be time to think about the benefits of a Help desk software and all available options.

How will it make my work better?

Helpdesk systems are meant to automate your work while increasing your productivity. According to Finances Online, a Help desk software can raise revenues to 2.4 times by improving customer experience.

With automation, Help desk software can categorize, prioritize and even assign the issue to someone in your team. It all usually happens in a ticketing system, that makes customers’ information more easily handleable.

If you handle customer support manually, you may love to know what technology can do for you.

How are other companies using Help desk nowadays?

Help desk software is an incredible tool, with multiple features able to organize your customer’s inquiries properly.

Usually, an email is attached to the software, so for your clients, nothing will change, but inside your company, you’ll gain control over who’s working on what, you can add tickets, forms and truly visualize the big picture.

That’s why big companies such as Zendesk have so many clients. This is a truly needed service, and they have found one good solution. But it’s not necessarily the best universal Help desk software for any business.

How easy is it to use a Help desk software?

It will depend on what tool you’ll choose. There are many competitors in the market, that serve from smaller businesses to big enterprises.

Smaller help desk software has on their advantage the ease to learn quickly about everything. On the other hand, more robust solutions won’t be as simple but will provide further support, more completely — than smaller companies often won’t need.

For example, have you ever thought of having your Helpdesk inside your inbox?

How many resources does a help desk software require?

Most Helpdesk tools will require some time and studying to get proficiency. Also, keep in mind that some people take longer than others to learn and get used to new tools. So knowing your team is a key factor when deciding this.

If you don’t have time, people and money to spare, go for the solutions that integrate into tools you already use. Gmail is a master of extensions, and there’s a whole lot of different things you can go from there, so explore it fearlessly. You’ll be surprised by the number of uses your email can have.

Will I have to train my team?

Again, it depends. Some help desk software work from your email account and doesn’t require much learning. However, if you’re choosing software with its platform, do your research and look for other customers’ reviews.

One recurrent issue I see in the market is from users that have decided for a tool and then their team did not adapt to it. So it might be a good idea to present options to your team and listen to them. If they’re the ones that will be using the platform, their voice should be considered as well.


Choosing the best help desk software might seem tricky when you don’t know the market very well, but after you take a step back and learn a little bit, it all starts to become clearer. So don’t worry, there’s plenty of content online. Do your research and go for the one tool that makes the most sense for you.

In the end, all that matters is your customers’ happiness, so find a tool that empowers your team to do so and doesn’t need many resources.

Learn more about help desk and other benefits in Shared inboxes by downloading Drag’s “The Ultimate Guide to Transform your Business with Shared Inboxes”. It was made to create awareness in companies in what concerns increasing productivity by using online tools. To download it, click in the button below:

Learn how to Transform your Business with Shared Inboxes by downloading our Ebook!

What now?

Drag is The Everything Inbox for Teams – one single place to support customers, manage tasks and close deals, from the place teams love – Gmail. We are Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free
Samantha Anacleto

Author Samantha Anacleto

More posts by Samantha Anacleto