Help Desk Software for Small Businesses

Affordable and customizable help desk software to provide a great customer service experience.

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How does the help desk software benefit and add value to your small business?

If your company is struggling to provide better customer service or if you are handling support requests via email, then you need the Help Desk software. This modern software can carry out a wide range of support activities.

  • Support requests from various channels, such as emails and help widgets can be converted to tickets.
  • Simple to use, no need for maintenance or installation.
  • Assists you in prioritizing and organizing customer service requests.
  • Automatic assignment of tickets to appropriate support agents.
  • Increase agent productivity by automating routine tasks.
  • Gather customer feedback and keep track of CSAT scores.
  • SLA policies (service level agreement) can be used to improve response time.
  • Monitor real-time performance and scale your business.
Affordable & Transparent Pricing for Help Desk Software

Affordable & transparent pricing

  • Only pay license fee for support agents who respond to support tickets.
  • No license fee for end users.
  • No limit to the number of tickets that can be created.
  • Add or remove agent seats at any time as your team grows.
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Multi-channel ticketing

A unified agent portal for your agents to track, prioritize, and follow up support requests received from various channels.

  • Convert email requests into tickets, and your customers can make back-and-forth conversations via email instead of using the customer portal.
  • Integrate help widgets and web forms into your website to collect information that can be converted into tickets.
  • Create tickets from any source using Rest APIs.
  • Create a phone ticket on behalf of a customer.
Multi-channel ticketing means a unified agent portal

Automations

Dropdown menu for auto-assigning tasks to the Marketing team with an optional field to add watchers

Auto assignment

Tickets can be routed to the correct agent using auto assignment.

UI section titled Duration with dropdowns for first, second, and resolution response times set to 30 minutes

SLA automations

Set up SLA policies to improve response and resolution time.

Dropdown menu with options to set status, category, subject, or add tag; status option selected

Event triggers

When a ticket is created or updated, perform a series of automated actions.

Interface with condition options, 'Calendar hours (24x7)' selected, and a 'Set status' dropdown menu.

Time triggers

Perform a repeated set of actions every hour.

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Customer satisfaction survey

Send satisfaction surveys to customers to get feedback on the service provided. Rating scale customization are also supported. Track customer happiness rating using CSAT reports.

Rating scale with 5 Points selected, showing bars for Negative, Neutral, and Positive categories in different colors

Customization

Customize the rating scale and text on the feedback rating page.

Feedback settings interface showing 'Negative' condition with 12.5% rating and option to add new condition

Negative feedback action

Automate post actions when receiving negative feedback.

Satisfaction chart: 87.5% positive (7), 0% neutral, 12.5% negative (1), with a 1% response rate.

CSAT report

Use CSAT reports to keep track of your CSAT scores.

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Productivity features

Canned response options with buttons labeled Technical Fault and Discount Offer

Canned responses

Save frequently used responses as templates to respond quickly to frequently asked questions.

UI showing three tags: New, Data - Testing, and Data base, each with a close button

Tagging

Using tags, organize and manage your tickets.

Illustration of an Advanced Filters menu displaying two selected filters with checkmarks.

Advanced filters

Use advanced filters to view a subset of tickets and save them as views for future use.

UI filter showing 'Response Due' and 'Ascending' options selected for sorting by response due date.

Ticket sorting

Various fields are available to sort tickets based on preferences.

Two overlapping cards: one titled 'All Tickets' with a list, and another labeled 'Riffwire / 27' showing text lines.

Quick preview

This allows users to preview the content of a ticket without actually opening the ticket details page.

Worklog interface showing Riffwire Admin logged 1 hour as billable on April 26, 2023, with total daily time of 2 hours

Time tracking

Track time spent by agents on tickets.

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Multilingual support

Multilingual Helpdesk language

Multilingual help desk

Support your customers all across the world by providing customer service that is translated into multiple languages.

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Multilingual Knowledge base

Multilingual knowledge base

Support your customers all across the world by providing customer service that is translated into multiple languages.

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Task management

To improve agent productivity and ticket resolution, break down the steps required to resolve a ticket into smaller tasks.

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Task Management
Collaborate with your teammates

Collaborate with your teammates

Effectively collaborate with your internal teams on a ticket by using these features.

  • Begin side conversations on a ticket with internal team members by using private notes.
  • To include other team members in tickets, use @mention.
  • Using watchers, add more internal team members to track the progress of tickets for receiving email alerts.
  • Share the ticket across different departments for internal collaboration.

Organize customer information

  • Organize your customer information in the contact module.
  • Using the contact group feature, customers can be grouped by the company.
  • Keep meeting notes or additional customer information in the notes section.
  • View all tickets created by a customer or a company from the customer or a contact group page.
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Organize customer information
Reports & Analytics

Reports & analytics

There are several pre-built reports and dashboards available for data analysis.

  • The support monitoring dashboard is a one-stop dashboard for tracking the status of support activities.
  • Support traffic dashboard helps track inflow of tickets.
  • Satisfaction Reports can be used to analyze customer happiness ratings and CSAT scores.
  • SLA Dashboard can be used to track SLA performance metrics.
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We're not done yet!

You might also like these features.

Customization

There are numerous customization options for changing the ticket form fields as well as the look and feel of the portal.

Custom domains

Change the portal's support address to support.yourcompany.com by mapping custom domains.

White labelling

Customize the support portal with your company logo, colors, and login options.

Embeddable help widgets

Customize and integrate a help widget into your website and convert requests into tickets.

Embeddable web forms

Integrate a contact us form into your website and turn requests into tickets.

Custom apps

Integrate any third-party system and side load data of external apps with tickets for easy access.

Single sign on

Set up your organization’s Single Sign On for a more seamless login experience.

Task management & CRM integration

JIRA and Salesforce native integrations are supported.

Rest APIs & webhooks

Rest APIs and webhooks are quite powerful to integrate with any external system.

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