What is helpdesk software?

Top helpdesk software for businesses. Helpdesk software and what you should look out for. How to optimally process customer enquiries.



Ralph Bockisch
Ralph Bockisch

Helpdesk software is an important tool for companies to efficiently organise and improve their customer service. But what exactly is a helpdesk and what tasks does helpdesk software perform? In this article we will take a detailed look at these questions.

What is a helpdesk?

A helpdesk is a service facility that helps companies receive, process and manage customer service requests. It is a central point of contact for customers to get assistance with questions, problems or concerns.

Definition of the helpdesk

The helpdesk is an interface between the company and its customers. It is responsible for receiving customer enquiries, resolving problems and providing information. The helpdesk ensures that customer service requests are handled efficiently and quickly to improve customer satisfaction.

Characteristics of a helpdesk

A helpdesk is characterised by several features that are essential for effective customer service. The features of a Helpdesk include:

  • A central point of contact for customer queries
  • A structured ticket management system
  • The automation of repetitive tasks
  • The integration of communication channels such as live chat or email
  • A knowledge base for frequently asked questions
EcholoN Blog - Help Desk Types

Types of helpdesks

There are different types of helpdesks, tailored to the different needs and requirements of businesses. The most common types of helpdesks include:

  • First-level helpdesk: This helpdesk provides basic support and solutions to common problems.
  • Second-level helpdesk: This helpdesk handles more complex problems that cannot be solved by the first-level helpdesk.
  • Third-level helpdesk: This helpdesk is responsible for highly specialized problems and works closely with other specialist departments.

What tasks does help desk software perform?

Help desk software performs a variety of tasks to organise customer service effectively and efficiently. The most important tasks of a help desk software include:

Managing customer service requests.

Help desk software allows companies to collect and manage all customer service requests in one central location. Customers can submit their requests through different communication channels such as email, phone or online forms. The help desk software automatically records these requests and assigns them to the appropriate customer service representatives.

Efficient processing of customer service tickets

With help desk software, customer service tickets can be processed in an efficient manner. The software allows customer service agents to prioritise, categorise and assign the correct processing status to tickets. This ensures that all customer service requests are handled promptly and properly.

Helpdesk Software - Workflow Automation

Workflow automation

Helpdesk software automates repetitive tasks and workflows to make customer service more efficient. Automated workflows can include, for example, assigning tickets to the appropriate staff or escalating requests as needed. This ensures that customer service requests are handled smoothly and efficiently.


How does helpdesk software improve customer service?

Helpdesk software offers a variety of features that can improve customer service in the long term. Here are some of the main ways helpdesk software improves customer service:

Quick access to customer information

Helpdesk software allows customer service representatives to access customer information quickly and easily. This way, they have all relevant data such as contact details, past enquiries or special customer requests available at a glance. Quick access to customer information enables staff to deal with enquiries effectively and individually.

Effective resolution of customer enquiries

With helpdesk software, customer service staff can resolve customer enquiries effectively and promptly. The software provides structured and transparent ticket management, allowing staff to keep track of the processing status of requests. As a result, customer enquiries can be processed quickly and efficiently.

Helpdesk Software - Increasing Customer Satisfaction through Service Level Agreements (SLAs)

Increasing customer satisfaction through service level agreements (SLAs)

Helpdesk software helps companies to define and comply with Service Level Agreements (SLAs) with their customers. An SLA is an agreement that specifies how quickly requests must be processed and the quality of customer service that must be delivered. By adhering to SLAs, companies can increase customer satisfaction and gain the trust of their customers.

What are the benefits of helpdesk software?

Helpdesk software offers a variety of benefits that help companies to make their customer service more efficient and effective. Here are some of the most important benefits of helpdesk software:

Efficient resource management

With helpdesk software, businesses can manage their resources efficiently. The software makes it possible to optimise the workload of customer service staff and ensure that they can focus on the important tasks. Through efficient resource management, companies can improve their customer service performance.

Improved team communication

Helpdesk software promotes communication and collaboration within the customer service team. The software enables staff to communicate about tickets and requests, share information and collaborate effectively. Improved team communication leads to faster and more coordinated solutions to customer queries.

Helpdesk Software - What are the benefits of helpdesk software?

Time and cost savings

With helpdesk software, companies can save time and money. By automating workflows and efficiently handling customer service requests, employees can work more productively and make the best use of company resources. Helpdesk software enables companies to manage customer service more efficiently while reducing costs.

What functions should a helpdesk software have?

A good helpdesk software should have certain functions to support customer service in the best possible way. Here are some of the most important functions a helpdesk software should have:

Knowledge base for frequently asked questions

Helpdesk software should include a knowledge base that stores frequently asked questions and their solutions. This allows agents to quickly access the information they need and process customer queries more efficiently.

Ticket system to track customer queries

Helpdesk software should have a ticket system that allows customer requests to be recorded, classified and tracked. This allows agents to monitor the progress of each request and ensure they are resolved within appropriate timeframes.

Automatic ticket allocation and escalation

Good helpdesk software should be able to automatically assign incoming tickets to the right agent. This saves time and ensures that requests are handled quickly. In addition, the software should also have escalation rules to ensure that urgent requests are prioritised and routed to the right people.

Analysis and reporting functions

Helpdesk software should have analytics and reporting capabilities to monitor performance metrics and identify trends. This helps companies to continuously improve customer service and identify potential weaknesses.

Integration options

Good helpdesk software should be able to integrate seamlessly with other business systems and tools. This allows agents to access all the information they need and make customer service more efficient. Examples of integrations can include CRM systems, email platforms and chat tools.

Multi-channel support

In today's world, customers expect to be able to communicate with companies through multiple channels, be it email, phone, live chat or social media. Helpdesk software should be able to support all these channels and allow agents to efficiently handle customer queries regardless of the channel.

Helpdesk software - self-service portal for customers

Self-service portal for customers

A good helpdesk software should offer a self-service portal for customers, where they can answer frequently asked questions themselves. This relieves agents and customers can find support around the clock.

These functions are just a few examples of what a good helpdesk software should offer. Depending on a company's specific needs and objectives, other functions may be required:

  • Ticket management: manage support tickets efficiently, track their status, prioritise them and assign them to the appropriate team members.
  • Knowledge base: Create an extensive knowledge base for frequently asked questions, problem solutions and instructions for your customers and employees.
  • Self-service portal: Enable customers to solve their own problems and find answers to their questions by accessing the knowledge base and other resources.
  • Automated workflows: Create automated workflows to automate recurring tasks and increase helpdesk efficiency.
  • Chat or messaging: Offer customers the ability to communicate directly with a support representative and resolve their questions in real time.
  • Scheduling: Manage appointments and scheduling tasks for the helpdesk to ensure that customer requests are handled in a timely manner.
  • SLA management: Manage service level agreements (SLAs) with customers and ensure that agreed response and resolution times are met.
  • Team collaboration: Encourage collaboration and knowledge sharing between your support team members to ensure effective problem resolution.
  • Ease of use: Provide an intuitive and user-friendly interface that makes it easy for support staff to handle requests efficiently and provide satisfactory support to customers.


Top 10 Helpdesk Software for 2023

  1. Zendesk: As one of the most popular helpdesk systems on the market, Zendesk offers a wide range of features including ticket management, live chat, automation and much more.

  2. Freshdesk: Freshdesk is characterised by its user-friendly interface and comprehensive feature set. It offers functions such as automatic ticket allocation, queue management and integrated team areas.

  3. ServiceNow: ServiceNow is a comprehensive platform for IT service management. It offers helpdesk functions as well as a wide range of ITSM functions such as asset management, incident management and change management.

  4. Jira Service Managemen: This helpdesk system is based on the powerful Jira platform and offers comprehensive ticket management functions as well as integrated project management tools.

  5. Salesforce Service Cloud: Salesforce Service Cloud offers a wide range of features including ticket management, knowledge base, live chat and more. It also integrates seamlessly with other Salesforce products.

  6. Freshservice: Freshservice is a user-friendly helpdesk solution with extensive features such as ticket system, automation, SLA management and integrated asset management.

  7. Spiceworks: Spiceworks is a free helpdesk software that offers a variety of features including ticket management, knowledge base and community forums.

  8. Kayako: With Kayako, you can streamline customer support using features such as email integration, live chat, social media integration and more.

  9. Zoho Desk: Zoho Desk offers a user-friendly interface and extensive features such as ticket management, automation, email integration and self-service portal.

  10. TeamSupport: TeamSupport is a helpdesk solution specifically designed for B2B support. It offers features such as customer portal, ticket management and extensive reporting capabilities.

How does the EcholoN Helpdesk software work?

How exactly the EcholoN Helpdesk becomes a tailor-made software suit is always decided by the company itself. Due to the fact that the individual modules can be put together like in a construction kit, the software is used individually. What they all have in common is the knowledge database behind the software. It accumulates by itself with every problem, so it grows from day to day.
One possible organisation within the helpdesk is three-level support:

  • First Level: The employees in First Level Support have access to the comprehensive knowledge database, through which they can already solve many problems. First level support is staffed by general service employees, who usually have rather little specialised knowledge. If they cannot solve an existing problem with the help of the knowledge database, they pass the request on to second level support.
  • Second level: Second level support is staffed by employees from the respective specialist departments. They also have access to the knowledge database and, due to their specialisation, have the ability to solve more specific problems. If they are able to process the request, this is entered into the knowledge database and is then also available to the employees in the first level.
  • Third level: In third level support, the problems that could not be solved so far are passed on to experts. These are usually the service providers, manufacturers or suppliers themselves. As with the other two support levels, their knowledge is also fed into the knowledge database as soon as the request could be processed.

Thanks to three-level support, resources are optimally distributed and utilised. This ensures efficiency and effectiveness.

Differentiation from the EcholoN Service Desk and Ticket System

While our EcholoN Helpdesk software is primarily intended for internal company problem solving, the Service Desk allows all processes inside and outside the company to be structured and organised. With the help of the service desk, tasks can be created, prioritised, delegated and controlled. In this way, the software ensures professional quality management and the associated systematic distribution of tasks. It saves time, money and staff resources.    
The ticket system is a useful, optional component for the service desk and the helpdesk software. It makes it easy to bundle requests and pass them on to the relevant service employee. It ensures that no request is overlooked, regardless of whether it is received as a mail or a call. Another decisive advantage of the ticket system is that it can be installed and used within a single day.

Who uses our helpdesk software?

Our helpdesk software is used by companies that want to ensure high-quality support both internally and externally. This is important in order to generate standardised processes and thus to optimally utilise the potential. We do not leave you alone at any point. Feel free to contact us, together we will find the best helpdesk software for you. Of course, we are still available for questions and problems after the implementation. This, in turn, also works via our helpdesk software ... try it out, you'll see it's worth it!

What are the advantages of the EcholoN helpdesk software?

The EcholoN helpdesk software offers several advantages that set it apart from other helpdesk tools:

  • The software is specifically adaptable to the particular needs of your company. Like in a construction kit, you can put together exactly what you need.
  • If, in retrospect, you realise that an additional module would have been useful after all: no problem. The helpdesk software can be expanded at any time by adding further modules.
  • The comprehensive, integrated knowledge database enables you to find solutions to almost any problem quickly and easily. And best of all: the knowledge accumulates by itself after each problem has been solved. So the longer you work with the EcholoN Helpdesk software, the greater the knowledge becomes and the faster new problems can be solved.
  • Speed and efficiency are not only ensured on the part of the users; the reporting and data analyses also function ad hoc. In this way, trends can be identified and alternative courses of action derived within a very short time.
  • Data protection is a major concern for us. EcholoN adapts perfectly to your infrastructure so that you always have full control over your data and its security.

For more information, simply contact us without obligation - we look forward to your enquiry.