Helpdesk Software for Technical Support: Jira, AnyDesk and Zendesk

When procured from the right vendor, outsourced technical support enables a company to speed up issue resolution, enhance customer experiences, and boost customer satisfaction.

The helpdesk tool also plays a crucial role in tech support. Tech support requires efficiency and precision, and helpdesk software is pivotal in accomplishing that.

In this article, you will learn about three prominent helpdesk tools that companies often use to provide support to customers. Assess each one to see if they fit your requirements.

Picture 1 of Helpdesk Software for Technical Support: Jira, AnyDesk and Zendesk

1. Jira Service Management Helpdesk Software

Jira Service Management is a helpdesk platform by Atlassian. It's designed to streamline support for both customers and internal teams, ensuring rapid response and organized collaboration.

Features

Jira Service Management helpdesk software can serve as a centralized point of contact for both customers and employees. Here are its key features:

● Quick Setup

The platform is designed to start running in minutes. It comes with ready-made templates, ticket views, approval workflows, and automation tools right out of the box, eliminating the need for prolonged setups.

● Centralized Conversations

Users can transfer discussions from inboxes or other platforms (like Slack or Microsoft Teams) to a single queue in Jira Service Management. This centralization ensures fewer missed messages and more resolved tickets.

● Unified Platform for Multiple Teams

The software not only handles customer concerns but also facilitates collaboration between development and tech support teams. By centralizing these functions, teams can minimize back-and-forth and swiftly address issues.

● ITIL Processes

Jira Service Management comes with IT infrastructure library (ITIL) processes out of the box and is PinkVERIFYTM-certified for its problem, incident, request fulfillment, and change management processes.

● SLA Management

The software makes it easy to fulfill service level agreements (SLAs) and prevent SLA breaches. Set rules and guidelines, and the system will automate escalation, queue prioritization, and proper handover to the right personnel.

● Knowledge Base Integration

With Confluence knowledge base integration, Jira Service Management enables self-service helpdesk functions.

● Automation

Jira Service Management can automate repetitive tasks, allowing agents to concentrate on more pressing issues, particularly those that require creative problem-solving.

● In-Depth Reporting

The platform tracks metrics that provide valuable business insights. Additionally, it comes with a built-in feedback collection tool.

● Customization

The extensive Atlassian Marketplace, with its more than 1,000 apps, enables organizations to tailor the Jira Service Management helpdesk software to their specific needs.

Competitive Advantage

Jira Service Management Helpdesk Software allows organizations to adopt modern, adaptable practicesthat deliver high value. Its versatility in consolidating conversations, facilitating cross-team collaboration, and offering extensive customization through the Atlassian Marketplace makes it a comprehensive tool for diverse tech support needs.

2. AnyDesk

AnyDesk is a powerful remote device-control software that enables tech support teams to provide swift and secure technical assistance to end-users.

Features

AnyDesk has the following features:

● Performance

AnyDesk offers high frame rates with low latency, ensuring smooth remote support from any location.

● Security

With banking-standard encryption, AnyDesk ensures that all remote sessions are highly secure, protecting both support agents and end-users.

● Platform Versatility

AnyDesk is designed to work across all major platforms and devices, ensuring a consistent and quality support experience regardless of the user's device.

● Customization

AnyDesk's Custom Client can be tailored for every unique support situation, providing flexibility in how support teams connect with users.

● Automated Rollout

This feature facilitates the simultaneous deployment and configuration of AnyDesk on multiple devices.

● Headless Support

AnyDesk can remotely manage headless devices, such as servers that normally operate without a display.

● Fast File Transfer

AnyDesk enables the unrestricted sharing of files and folders between the support agent and the user.

● Group Policies

AnyDesk allows centralized management of settings for all clients, promoting uniformity and time efficiency.

● Unattended Access

Support teams can access remote devices using secure passwords even if no one is present at the user's end.

Competitive Advantage

Speed is AnyDesk's prime strength. Its ultra-fast remote access capabilities make it indispensable for real-time support scenarios, minimizing customer wait times. AnyDesk's ability to function seamlessly across platforms, combined with advanced features like headless IT support and fast file transfers, makes it extremely useful.

It is especially suited to industries that rely heavily on digital infrastructure, such as financial institutions, data centers, managed service providers, schools, and healthcare companies.

3. Zendesk for Service

Zendesk is a comprehensive service solution that fosters strong relationships through enhanced and personalized customer interactions.

Features

Zendesk offers a suite of features designed to enhance the service experience for both tech support agents and customers:

● Messaging

Provide instant help on multiple messaging platforms. Personalize and streamline conversations across multiple channels for better engagement.

● Artificial Intelligence (AI) and Automation

Zendesk AI has been trained on billions of customer service interactions. Leverage artificial intelligence to resolve customer issues swiftly and efficiently.

● Help Center

Zendesk integrates a smart knowledge base feature that empowers customers with self-service options, reducing dependency on support agents. It also provides agents with on-point information they can use to provide excellent customer support.

● Agent Workspace

A centralized dashboard that amalgamates all customer data, ensuring tech support agents don't need to be constantly switching tabs and have all the information they need to provide customers with timely and relevant service.

● Ticketing

Zendesk has a fully integrated ticketing system that serves as a central hub for all questions, requests and concerns, enabling tech support to efficiently track, organize and resolve all customer tickets.

● Voice

The integrated voice-calling solution enables agents to speak directly with customers in real time.

● Routing and Intelligence

The system optimizes resolution times through a built-in routing intelligence that directs tickets to the most suitable agent based on criteria that include availability, workload and expertise.

● Reporting and Analytics

Convert data into actionable insights to enhance the support process.

● Platform Customization

Use the SunshineTM platform, on which Zendesk is built, to modify the software according to your specific tech support needs and workflows.

● Integrations

Integrate MailChimp, Shopify, Tables, Slack, TeamViewer, and other apps into Zendesk for a cohesive work environment.

● Data Privacy and Protection

Ensure that all customer data remains secure and protected with bring your own key (BYOK) encryption options, personalized data access rules and enhanced visibility on data access activities.

Competitive Advantage

Zendesk's strength lies in its holistic approach to customer service, incorporating AI, self-service and deep customization to meet unique tech support needs. Its versatility and robust data analytics and integration capabilities position Zendesk as a leading choice for businesses aiming to elevate their customer service experience.

Zendesk can work for all types of businesses, from a mid-size company requiring occasional tech support for its mobile app to a global software giant receiving thousands of tech support tickets daily.

Choose Your Tech Support Tool

Jira Service Management harnesses the prowess of Atlassian to optimize IT service processes, AnyDesk ensures rapid and secure remote tech support, and Zendesk champions personalized customer interactions. Each tool, in its own right, addresses specific needs, emphasizing the importance of choosing the right platform to elevate organizational support efforts.

Jessica Tanner

Update 13 November 2023