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Help Desk Process PowerPoint Presentation

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The Help Desk Process PowerPoint Presentation is a comprehensive and professional deck designed to help organizations streamline their customer support services. This visually appealing presentation template covers all aspects of help desk processes, from ticket management to resolving customer queries efficiently.

This PowerPoint presentation is filled with high-quality graphics, diagrams, and charts that will help you effectively communicate the key steps involved in a help desk process. Whether you are looking to train your team on best practices or showcase your help desk procedures to clients, this template has got you covered.

Features: 1. Fully Editable Slides: Customize the content, color scheme, and design elements to suit your brand and messaging. The fully editable slides allow you to tailor the presentation to your specific needs.

2. Easy-to-Use Templates: The pre-designed templates make it easy for you to create professional-looking slides in minutes. Simply add your content and let the templates do the rest.

3. Comprehensive Coverage: From ticket creation to ticket resolution, this presentation covers all the essential aspects of a help desk process. Your audience will gain a complete understanding of the workflow and the importance of each step.

4. Visual Appeal: Engage your audience with stunning visuals that capture their attention and make complex concepts easy to understand. The graphics and charts included in this template will help you deliver your message effectively.

5. Professional Design: Impress your audience with a sleek and modern design that reflects your organization’s commitment to excellence. The Help Desk Process PowerPoint Presentation is designed to make a lasting impact on your audience.

Overall, this PowerPoint presentation is a must-have for any organization looking to improve its help desk processes and customer support services. With its fully editable templates and professional design, you can confidently present your help desk procedures to stakeholders, team members, or clients with ease. Elevate your presentations with the Help Desk Process PowerPoint Presentation and take your customer support services to the next level.

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How and why to use Microsoft Teams as a help desk

Being able to quickly deal with and resolve incoming issues is a hallmark trait of productive offices – creating a smooth help desk experience in Teams will level up your entire company.

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Using Microsoft Teams as a help desk allows employees to get support without leaving the app they already use to collaborate, chat, and make video calls. This makes the entire ticketing process much more efficient, from the initial report through the issue’s resolution.

How using Microsoft Teams as a help desk can benefit your business

If employees in your company use Microsoft Teams to communicate, asking them to switch to different software whenever an issue arises can be inconvenient. It requires spending time changing from one app to another, and often having to train the staff on how to use an additional piece of software. 

Why all that hassle when your help desk can live right within Microsoft Teams? If employees already use it to talk to each other, it makes sense to use it to raise issues there as well. And IT and Operations teams will get a queue of tickets they can organize, prioritize, and resolve, instead of a chaotic flow of requests coming in from different sources.

It’s ideal for organizations of any size

Microsoft Teams is used by small companies as well as organizations with tens of thousands of employees. Since Microsoft Teams is included in Office 365, millions of organizations have access to the tool, and tens of millions of users engage with it every day.

Companies of every size need a help desk to quickly resolve issues. If you’re a small company, setting up a help desk in Teams takes only a few minutes, and is a huge improvement over having employees ask questions in Teams with no tracking at all. If you’re a large organization, implementation still takes only a few days or weeks at most, and the resulting productivity improvements across the company are significant. 

It just works – no training required

If your organization already uses Teams, employees will intuitively understand the idea of opening a ticket there. If you’re just rolling out Teams, including a baked-in help desk means your employees will only have to learn one system instead of two. 

The same holds true for your IT and Operations teams; help desk admins using Microsoft Teams will feel right at home. They’ll also be able to resolve issues quickly, thanks to the context and knowledge accessible in Teams. 

It’s conversational and human

Internal help desk tickets are essentially conversations between coworkers. Unlike traditional customer support, in an internal help desk, there’s a much closer relationship between the end user and the support agent. Coworkers spend eight-plus hours a day working together for many years, often in the same office; a robotic help desk experience feels unnatural. 

That’s why Microsoft Teams is such a natural place to create and respond to a help desk ticket. It’s a free-flowing, conversational experience that highlights human communication. Messages include faces, emojis, and gifs, enabling a more personalized experience. Interacting with a help desk ticket in Teams ensures that employees feel like they’re talking to a coworker, rather than a nameless service agent. 

How Microsoft Teams can be used as a help desk

Halp brings help desk resolution directly into Microsoft Teams

Setting up a help desk in Microsoft Teams is simple – here are a few key steps you’ll need to take. 

Make it easy to create tickets from public channels and direct messages with a bot 

The most important piece of this puzzle is making it easy to create a ticket in Microsoft Teams. There are two primary places where this should happen.

• From a public channel, ideally named “#help-it,” “#help-security,” “#help-finance,” or something similar 
• In a direct message, using a bot 

If you want to get up and running quickly, Halp makes it easy to create tickets from channels as well as in direct messages. Alternatively, you could build your own custom bot. 

Quickly triage and assign tickets to the right person

Once you’ve made it easy to create a ticket in Teams, you’ll need a way to manage and delegate those requests. One elegant solution is to create a separate Team specifically for the agents in IT or Operations who are in charge of answering tickets.

Imagine a coworker contacts you via DM asking for help with the password reset for the CRM software. Then, someone else requests a new battery for her mouse in the #help-it channel. Each of these requests would route to one triage team, which can review and claim incoming tickets directly in Microsoft Teams. Also, once the ticket has been assigned, the responsible agent can ask for clarification without having to leave Teams.

Streamline your help desk workflow 

When the connection between your laptop and the screen isn’t working and you need to give an important presentation, you need help – fast. With Microsoft Teams, you can streamline theticketing system at both ends. Both the requester and the help desk agent will benefit from using Microsoft Teams and resolving the ticket where they’re already working.

‍Help desks in Microsoft Teams are efficient help desks

Being able to quickly deal with and resolve incoming issues is a hallmark trait of productive offices. Many times, however, help desk users have to switch back and forth between systems, which can cause delays.

Using Microsoft Teams as a help desk is a win-win because it improves the experience for both ticket requesters and agents. Requesters can open tickets where they are already working, and Agents have a simple queue that can be organized, ranked, resolved, and reported on.

No matter the size of your company, using Microsoft Teams as a help desk is a smart solution.  Use it to cut response time, better organize incoming requests, and answer common questions automatically.

Click below for more about using Microsoft Teams as a help desk with Halp.

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Techie Template for PowerPoint

Need a ready-made help desk presentation template ? We’ve got just the thing.

You can now focus on what really matters – delivering a superb presentation .

Introducing Techie – a Help Desk presentation PowerPoint presentation template .

Featuring 30 editable slides , you can easily adjust the presentation to suit your brand.

The best part? It’s 100% niche-specific . Simply add text and images and you’re good to go. Ready to step into the spotlight?

TL;DR : Help Desk PowerPoint presentation template. 30 slides, 100% customizable. Edit, export, and wow your audience!

Why get this PowerPoint template:

• 30 unique help desk slides
• Easy to edit and export
• 16:9 widescreen format
• User-friendly instructions

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Digital Transformation Of Help Desk Management Powerpoint Presentation Slides

Service Desk is a ticket management framework that enables the business to implement strong and effective workflows for internal and customer-oriented support departments. Check out our professionally designed presentation on Digital Transformation of Help Desk Management. It provides a general overview, major trends, statistics, and best practices that service desk professionals or enterprises can refer to. This PowerPoint presentation offers access to multiple strategies that can help businesses optimize their service desk operations; these include automation, knowledge management, incident management, ticket management, and service request escalation management. Also, the module covers self-service portal deployment, utilization of service desk management tools, customer experience management, etc. Furthermore, the complete deck includes slides that can help the support teams through the RACI matrix, training program, and communication plan, assisting in re-organizing and streamlining workflows. Moreover, it also provides details related to costs and software selection relating to service desk management. Lastly, the PPT deck can help assess the performance of the above strategies through impact analysis, KPIs, and dashboards. Customize this 100 parcent editable template through assistance from our highly-skilled research or design team. Get access now

Service Desk is a ticket management framework that enables the business to implement strong and effective workflows for int..

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PowerPoint presentation slides

Deliver an informational PPT on various topics by using this Digital Transformation Of Help Desk Management Powerpoint Presentation Slides. This deck focuses and implements best industry practices, thus providing a birds-eye view of the topic. Encompassed with seventy four slides, designed using high-quality visuals and graphics, this deck is a complete package to use and download. All the slides offered in this deck are subjective to innumerable alterations, thus making you a pro at delivering and educating. You can modify the color of the graphics, background, or anything else as per your needs and requirements. It suits every business vertical because of its adaptable layout.

People who downloaded this PowerPoint presentation also viewed the following :

• Complete Decks , All Decks , Operations , Strategy
• IT Service Desk ,
• Incident Management ,
• Ticket Management ,
• Service Desk Escalations ,
• Self Service Portal ,
• Ticketing Tool ,
• Service Desk ,
• IT Help Desk ,
• Ticketing System

Content of this Powerpoint Presentation

Slide 1 : This slide introduces Digital Transformation of Help Desk Management. State your company name and begin. Slide 2 : This slide states Agenda of the presentation. Slide 3 : This slide shows Table of Content for the presentation. Slide 4 : This is another slide continuing Table of Content for the presentation. Slide 5 : This slide highlights title for topics that are to be covered next in the template. Slide 6 : This slide presents Global statistics highlighting service desk scenario. Slide 7 : This slide displays Statistics highlighting key priorities of service desk professionals. Slide 8 : This slide represents IT service desk best practices. Slide 9 : This slide highlights title for topics that are to be covered next in the template. Slide 10 : This slide showcases Gap analysis showing present service desk scenario. Slide 11 : This slide shows Process flow of service desk management. Slide 12 : This slide presents Organizational framework for handling service desks. Slide 13 : This slide displays Comparison of traditional and intelligent service desks. Slide 14 : This slide highlights title for topics that are to be covered next in the template. Slide 15 : This slide represents Planning and defining key tasks of service desk. Slide 16 : This slide showcases Service desk automation deployment timeline. Slide 17 : This slide shows Service desk knowledge management process flow. Slide 18 : This slide presents Service desk knowledge management methods. Slide 19 : This slide displays Running service desk in hybrid and remote scenarios. Slide 20 : This slide highlights title for topics that are to be covered next in the template. Slide 21 : This slide represents Service desk incident management flowchart. Slide 22 : This slide showcases Service desk incident management framework. Slide 23 : This slide shows Incident request tracking flowchart. Slide 24 : This slide presents Incident request closure management flowchart. Slide 25 : This slide highlights title for topics that are to be covered next in the template. Slide 26 : This slide displays IT service desk ticket management process flow. Slide 27 : This slide represents Action plan to handle numerous types of service desk tickets. Slide 28 : This slide showcases Improving key service desk areas for enhanced customer satisfaction. Slide 29 : This slide shows Enhancing operations of managed service providers. Slide 30 : This slide depicts strategies to optimize information technology (IT) service requests. Slide 31 : This slide presents Tracking and assigning service desk tickets. Slide 32 : This slide displays Reviewing quality of agent ticket resolution. Slide 33 : This slide represents Ticket prioritization matrix with impact assessment. Slide 34 : This slide highlights title for topics that are to be covered next in the template. Slide 35 : This slide showcases Service requests ticket escalation plan. Slide 36 : This slide shows Service requests notification escalation plan. Slide 37 : This slide presents Service requests resolution and response plan. Slide 38 : This slide displays Thresholds for multiple types of service requests. Slide 39 : This slide represents Service level objectives escalation matrix. Slide 40 : This slide highlights title for topics that are to be covered next in the template. Slide 41 : This slide showcases Self service portal implementation plan. Slide 42 : This slide shows Functionalities required in IT self service portal. Slide 43 : This slide presents Self service portal software deployment and selection. Slide 44 : This slide displays Self service portal integration workflow. Slide 45 : This slide highlights title for topics that are to be covered next in the template. Slide 46 : This slide represents Pre deployment audit checklist for service desk tool. Slide 47 : This slide showcases Impact of service desk tool on key operations. Slide 48 : This slide highlights title for topics that are to be covered next in the template. Slide 49 : This slide shows Key steps for improving service desk customer experience. Slide 50 : This slide presents Techniques to improve customer experience management. Slide 51 : This slide highlights title for topics that are to be covered next in the template. Slide 52 : This slide displays Key roles and responsibilities of service desk department. Slide 53 : This is another slide continuing Key roles and responsibilities of service desk department. Slide 54 : This slide represents Training program for service desk teams. Slide 55 : This slide showcases Service desk team communication plan. Slide 56 : This slide shows RACI matrix of service desk team. Slide 57 : This slide highlights title for topics that are to be covered next in the template. Slide 58 : This slide presents Measuring overall costs for remodeling service desk. Slide 59 : This slide displays Selecting suitable solution for service desk management. Slide 60 : This slide highlights title for topics that are to be covered next in the template. Slide 61 : This slide represents Analyzing positive impact on key service desk operations. Slide 62 : This slide showcases Realizing impact on our key stakeholders. Slide 63 : This slide highlights title for topics that are to be covered next in the template. Slide 64 : This slide shows Service desk dashboard for monitoring IT infrastructure. Slide 65 : This slide presents ITSM ticketing tool dashboard with activity status. Slide 66 : This slide displays Dashboard highlighting CRM ticketing tool operations. Slide 67 : This slide contains all the icons used in this presentation. Slide 68 : This slide is titled as Additional Slides for moving forward. Slide 69 : This slide contains Puzzle with related icons and text. Slide 70 : This is a Comparison slide to state comparison between commodities, entities etc. Slide 71 : This slide presents Bar chart with two products comparison. Slide 72 : This slide depicts Venn diagram with text boxes. Slide 73 : This is an Idea Generation slide to state a new idea or highlight information, specifications etc. Slide 74 : This is a Thank You slide with address, contact numbers and email address.

Digital Transformation Of Help Desk Management Powerpoint Presentation Slides with all 79 slides:

Use our Digital Transformation Of Help Desk Management Powerpoint Presentation Slides to effectively help you save your valuable time. They are readymade to fit into any presentation structure.

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Home PowerPoint Templates Process Diagrams ITSM Help Desk Process PowerPoint Template

ITSM Help Desk Process PowerPoint Template

Customize our ITSM Help Desk Process PowerPoint Template to discuss your strategic vision and plan for developing a successful ITSM system. ITSM is a broader term for comprehensive support for end-to-end software product delivery. It includes support services and activities such as creating, designing, training, and managing change-associated problems. This ITSM PowerPoint template features a schematic diagram showing the strategic working model of the ITSM help desk process created by the directions of ITIL . Professionals can use this presentation template for discussing their strategy with shareholders and clients. Further, it can help elaborate the requirements before the development team to guide them about creating assistance software. All components included in the slides are 100% editable. So, users can easily make any changes to fit their use case. 

The first slide of this ITSM Help Desk Process PowerPoint Template shows a segmented process diagram indicating the major components of the ITSM help desk process. The slide is divided into two sections. The rectangular part represents the major roles (the help desk organization), equipment & communication networks involved (enablers), and the senior board of executives (service review board).  It is connected through arrow heads to the right of the slide that mentions the mission statement, service offer, sponsor, feedback, performance, and terminates on the business or end customers. Presenters can discuss this IT Service Management model and edit the provided text with PowerPoint, Google Slides, and Keynote.

The second slide displays an arrow diagram displaying the service offer and its increasing priority. The infographic icons represent how the service offers increased from employees up to the organization. Certain services are also mentioned alongside the icons. Users can edit the icons and their captions or change the colors. Grab this PPT template and use it in your business presentations!

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Everything You Need To Know To Get Started With Helpdesk KPIs

Table of Contents

1) What Is a Help Desk KPI?

2) Why Are Help Desk KPIs Important?

3) Top 20 Help Desk KPI Examples

4) Bring It All Together In A Help Desk Dashboards

5) Help Desk KPI Metrics: Best Practices

In today’s business world, the competition is fierce. Sector, niche, or industry aside, to survive and thrive in an ever-evolving digital landscape, working with measurable online data analysis and performance metrics is essential.

To succeed in the Age of Information, you have to keep your internal talent as well as your clients happy. In fact, customer experience (CX) is one of the main brand differentiators across industries, surpassing factors like price and product in terms of importance to today’s digitally native consumers.

By choosing a dynamic mix of KPI examples to track, measure, and forecast the success of your company’s client-facing activities, you will set yourself apart from the competition in a big way.

Working with proper help and service desk metrics and KPI reports will allow you to make the improvements you need for continual growth and success.

To put this notion into perspective, we will explore the value of help desk metrics and consider a mix of real-world service KPI reports.

Let’s get started.

What Is a Help Desk KPI?

A help desk KPI (or service desk KPI) is a performance metric centered on your business’s customer service and support activities. These KPIs include first response times, issue resolution rates, satisfaction levels, and other important consumer-facing metrics.

As the saying goes, what gets measured can be improved. Your customer support operations are no exception.

By gaining this level of insight, it’s possible to spot trends, capitalize on strengths, identify weaknesses, and become more cohesive, consistent, successful, and intelligent as an organization.

As mentioned, customer experience is pivotal to commercial success and evolution in the digital age, and by working with help desk metrics and online data visualization , you stand to push yourself ahead of the pack, one insight at a time.

A service desk KPI drills down into the areas relating to clients' issues and requests from various forms of media, including phone, web chat, or email. These operational metrics measure the success of your operations. For a help desk to remain successful, communication is key .

A help desk's primary role is to ensure that end-users (clients, consumers, and business partners) receive appropriate help with their issues, requests, and questions in a smooth, timely manner.

Service desk reporting metrics and key performance indicators are designed to assist in the continued growth, success, and improvement of your business’s consumer-facing efforts. Help desk metrics will enable you to make every one of your customer support touchpoints the best they can be.

Why Are Help Desk & Service Desk KPIs Important?

Service desk metrics and key performance indicators are incredibly powerful and will allow you to improve your business, encouraging loyalty and boosting your bottom line in the process.

Without benchmarking your performance effectively while setting targets and giving your data direction, you will only ever reach half of your business’s support potential.

In addition to these clear-cut benefits of using service desk KPIs, here are a few other reasons why tracking these metrics is vital to the ongoing success of your business:

• Clarity: You’ll gain a clear understanding of where you need to focus your efforts to improve your service performance. For instance, if some of your agents are underperforming, you’ll be able to gain a deeper understanding of why that is and be ready to take the right approach by offering training, support, and motivation. This, in turn, will boost your customer satisfaction metrics .
• Accountability: A KPI for service desk will help make people more accountable for their performance, responsibilities, and duties in several key client-facing areas. If the data is presented in a clear, digestible format, such as a customer service report , the proof will indeed be in the pudding. This means that everyone in your business must accept accountability for their actions, making your organization stronger and more productive. Being accountable for one’s actions usually boosts engagement. If you use data to help your staff become more accountable, you can provide them with more autonomy, further driving their performance.
• Engagement: By obtaining access to a panoramic snapshot of your business’s entire support processes, you’ll be able to make vital improvements to your service levels, consumer touchpoints, content, and communications. In doing so, you stand to significantly improve your engagement levels, positively impacting your brand authority and overall consumer-facing performance levels.
• Loyalty: In this context, KPI-driven loyalty works on two levels: customer loyalty and staff loyalty. Simply put, if your support staff are happy, motivated, and engaged, they will be more loyal and perform better, and if your customers are satisfied with the assistance you offer them, your chances of repeat will improve exponentially.
• Innovation: Service desk KPI reports offer a level of vision and data-driven insight that will empower you to streamline all of your consumer support processes sustainably. By utilizing an online reporting tool , you will ensure maximum efficiency and become more adaptable to change while gaining time to focus on creative initiatives. In turn, help desk KPI metrics will improve your brand reputation while pushing you ahead of the pack.

"A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well." – Jeff Bezos

Top 20 Help Desk KPI Examples

Help desk roles and software are constantly evolving, especially in the current climate of using chatbots as a tool for service desks. Not only are your human employees fielding calls and resolving issues, but your technology is working on autopilot to do the same. It’s more important than ever to re-evaluate your help desk support metrics to ensure you’re delivering on key goals and objectives.

Now that we've established the power and business-enhancing potential of these metrics, it's time to explore some real-life examples. These are the help desk KPIs you need to track for the best possible customer data management and service-driven business performance.

Here, we look at 20 top metrics to help you consistently meet your buyer's needs, exceed expectations, and skyrocket your brand reputation.

1. Tickets by status

A must-have metric in our service desk KPI examples, tickets by status offers a clear-cut insight into the number of support tickets your business receives as well as the corresponding ticket status.

By monitoring your customer inquiry ticket statuses (new, open, pending, on-hold, solved, closed) on a regular basis, you’ll be able to track the overall performance and responsiveness of your customer service operations, giving you the opportunity to make vital improvements while offering the kind of internal assistance that will significantly boost your consumer satisfaction levels.

2. First response time

Your first response time (FRT) is essential as it measures the mean time between the receipt of a consumer inquiry to the initial communication made by an agent.

This help desk template has a significant impact on satisfaction and loyalty, so keeping your FRT as low as possible should be one of your business’s main consumer-facing priorities. This indicator will help you keep a visual log of your FRT over time, presenting a prime opportunity to consistently enhance your support strategy.

3. Top service agents

Disengaged team members cost companies worldwide up to $8.8 trillion in lost productivity. As mentioned earlier, supporting, engaging, and motivating your employees is integral to your organization’s ongoing service success.

Presented in a leaderboard format, the top-performing agents' indicator offers a swift snapshot of the performance of individual members of your customer support team, allowing you to celebrate positive achievements, help those who need extra training, and as a result – make your service department the best it can possibly be.

4. Net Promoter Score

Your Net Promoter Score (NPS) is one of your most invaluable customer service metrics as it drills down into the likelihood of your consumers recommending your service to others. And as you might be aware, today’s consumers value the opinions of their peers above all else.

With this must-track service desk KPI, you can examine your number of ‘Promoters,’ ‘Passives,’ and ‘Detractors,’ look at your overall NPS score, and build strategies based on improving this metric, thus optimizing the overall performance of your customer service department.

NPS is an essential client-centric performance indicator that will help you preserve your brand reputation and ensure your business continues to adapt to meet the ever-changing needs of your consumers – a help desk metrics industry standard.

5. Utilization rate

One of the cornerstones of productive, cohesive, and attentive customer support is ensuring that every team member is working to their full potential. In addition to keeping your agents engaged and motivated, utilizing their strengths or reaching their productivity potential will transform your service offerings from basic to exceptional.

Also known as occupancy rate, this metric will help you monitor your whole support team’s workload with razor-sharp accuracy while drilling down into the output of individual staff members.

Presented in an accessible bar chart format, our utilization rate metric will give you a clear snapshot of what percentage of time your team spends on genuine support-centric tasks. If you spot a lag in utilization or support output, you can get to the root of the issue swiftly, providing training or updating your strategy where necessary.

6. Customer satisfaction

Regarding consumer support, here’s the bottom line: if your customers are unsatisfied with your service, you are doing something wrong, and you need to fix it.

Our customer satisfaction indicator is particularly effective as it offers an at-a-glance overview of your customer’s overall satisfaction levels over a specific time frame.

Based on the customer satisfaction score (CSAT) metric, which is typically measured on a 1-5 scale, you can use this most essential of service desk performance metrics to gauge how your customers perceive your approach. This metric works most effectively alongside net promoter score (NPS) insights.

7. First contact resolution rate

A key component of any help desk metrics dashboard, your first contact resolution rate (FCR) shows the percentage of tickets that your team resolves at the initial point of contact.

With so many channels and touchpoints to manage in the digital age, resolving your customers’ issues with as few steps or follow-ups as possible will significantly improve your efficiency and satisfaction levels.

By being able to easily analyze your FCR based on different queries or issues, you can spot emerging trends and create informed strategies to increase your first contact success consistently.

8. Tickets by type

Knowing the nature of your ticket types and customer requests is essential to the ongoing success and development of your business’s support offerings.

As one of our most useful service desk performance metrics, tickets by type provide a digestible visual snapshot of the main requests your agents deal with over a set period.

Request types and the nature of queries differ from business to business according to size, model, and sector. Still, by periodically tracking this KPI for helpdesk success, you will get an accurate overview of your most prominent query types, allowing you to prepare resources or strategies accordingly. In turn, this will increase output, improve your service levels, and, ultimately, increase loyalty.

9. Tickets by channel

There is seemingly an infinite number of channels and touchpoints to manage in the digital age. By getting a solid grasp on every one of your main support channels, you will ensure the support you offer is personable, extensive, and fit for the modern age.

As one of our top help desk metrics, ticket by channel is a swift and effective way of understanding where the main source of your support queries comes from. It gives you a panoramic overview of how to distribute your efforts.

Using this digestible bar graph-style metric as a working guide, you can instantly see where the bulk of your tickets come from. You can then drill down further into each channel (allocating time and effort according to engagement levels) using a mix of the metrics discussed above – in particular, first response time and satisfaction levels.

By analyzing each channel, you can iron out any potential issues or inefficiencies and ensure a consistently high level of service across the board. This will accelerate the growth and success of your business.

10. Average resolution time

Next in our rundown of top help desk metrics and KPIs is average resolution time, also known as full resolution time.

Generated with a professional KPI tool , this vital visualization will give you an accurate gauge of how long it takes for a request or query to reach a resolution from the time it’s raised, excluding non-operational or non-business hours. The quicker an agent can successfully wrap up a request, the better. So, if you notice a lag in your mean resolution time, you can get to the heart of the issue and improve your processes (or provide training where it’s needed). 

11. Cost per ticket

Cost per ticket is an essential service desk dashboard metric that will show you how much budget it takes, on average, to resolve a request.

By benchmarking this metric regularly, you will paint a vivid picture of your support agents and processes' efficiency while understanding which resources you use most to get the job done. Armed with this information, you can nip any issues in the bud while creating more cost-effective yet fluid processes across the board.

12. Repeat visits

The reason the repeated visits are so important is simple: if a customer or client keeps on finding their way to your service desk, it’s clear that their queries aren’t being resolved or their questions aren’t being answered.

If you find that your repeat visits are on the rise, you can take immediate action and put measures in place to improve your support resolution success rates. You might discover, for instance, that you need to provide more personalized training to your agents or that you need to make your communications more succinct. Whatever you uncover, your repeat visits metric will help you meet customer requests far more consistently.

13. Customer churn

In our hyper-connected digital age, a customer can connect with a competitor or cancel a subscription with the swipe of a screen or the click of a button.

That said, to reduce your churn rates and improve retention, tracking a metric like customer churn is vital. When you track this key performance indicator regularly, your support agents and decision-makers will gain the information they need to understand where to place their service efforts while sharing content or communications that result in customer loyalty. This is essential in today’s cutthroat business environment (especially when you consider that retaining existing customers is more financially effective than attracting new ones).

14. Quality rate

To reach or exceed your performance goals, quality is key—and that’s what this most dynamic of service desk KPIs is all about.

Based on the overall success and perception of your support center’s service, this dynamic metric will present trends, patterns, or numbers based on customer feedback. By asking them to rate the quality of their communications with your agents, you will quickly discover whether you’re consistently meeting your customers’ needs while maintaining a positive brand reputation.

If you do notice any discrepancies in your quality rates, you can act quickly and precisely before the issue snowballs.

15. Average answer time

The average answer time quantifies the speed at which a support agent answers a call from when it’s activated in the system.

Broken down into digestible parameters based on seconds, this useful metric will paint a clear picture of your call system’s overall efficiency. If you notice a number of bounced calls or a trend in long answer or transfer times, you will have the information required to tweak your staffing strategy or provide on-call training to help your agents resolve queries with greater efficiency and ensure your call handling strategy is flowing, reducing answer times and boosting customer satisfaction in the process.

16. Chatbot engagement rate

In order for your service desk chatbots to deliver any real value to your bottom line—and your customers’ lives—customers need to engage with them. The chatbot engagement rate metric can tell about its perceived value and accessibility to customers.

Low engagement rates could indicate your customers don’t know the chatbot exists, or they may otherwise struggle to access it. A high engagement rate indicates the opposite; it shows people actively use this tool to resolve concerns. In the above example, we see that the bot handled 72% of all requests, but only about 11% of them were resolved by the bot. This could indicate a need to retrain your chatbots or review the resolution journey.

17. Digital assistant NPS

Chatbots affect your Net Promoter Score just as much as your human employees. After an interaction, regardless of how it’s handled, your customers must decide whether they will recommend you to others. With this help desk KPI, you can determine how your digital assistants contribute to customer satisfaction.

In this example, we can track whether customers are satisfied with the bot’s assistance by asking them to provide a rating or feedback after their interaction. A high NPS indicates customers enjoy using the chatbot to resolve issues or questions; a low NPS indicates the opposite. Gain greater context by analyzing specific responses and interactions with the bot and comparing them to NPS scores.

18. Chatbot referral rate

There are some issues or queries your helpdesk chatbot might be unable to handle. Maybe the question is complex or hasn’t been trained on certain scenarios. Either way, it’s good to know how often your chatbots need to escalate a customer to a human assistant, which is what the chatbot referral rate measures.

Ideally, your chatbot will handle as many queries as possible on its own. The more it facilitates, the less demand on your human staff members. This metric tracks the percentage of interactions where an agent gets involved, allowing you to gauge and improve the chatbot’s capacity and effectiveness.

19. Digital assistant resolution rate

Similar to tracking the involvement of helpdesk agents in chatbot interactions, businesses should also track the percentage of cases the chatbot resolves over time. This metric considers how well the bot resolves customer inquiries as it learns more information.

Initially, your chatbot might not be as effective in resolving customer queries. But over time, businesses can learn more about the interactions the bot handles and provide it with adequate resources to serve customers. In this example, we see the bot has a low-resolution rate and a high number of unresolved cases. This could mean the bot isn’t qualified to assist users or that the queries are too complicated for the bot to interpret.

20. Article suggestions CTR

One of the simplest ways for bots to assist customers is to direct them to pre-made resources that can answer their questions. This usually happens in the form of articles published in a knowledge base, and tracking the number of click-throughs to these articles can indicate the bot’s effectiveness at providing the right resources to the right customers.

Companies must feel certain the bot recommends helpful content to its customers. Tracking this help desk metric helps companies understand if users find the resources valuable. In the above example, we see that 40% (approximately half) of users clicked an article suggested by the bot.

Here is a summary of the top 20 service desk metrics examples we discussed in detail:

• Tickets by status
• First response time
• Top support agents
• Net promoter score
• Utilization rate
• Customer satisfaction
• First contact resolution rate
• Tickets by type
• Tickets by channel
• Average resolution time
• Cost per ticket
• Repeat visits
• Customer churn
• Quality rate
• Average answer time
• Chatbot engagement rate
• Digital assistant NPS
• Chatbot referral rate
• Digital assistant resolution rate
• Article suggestions CTR

Bringing It All Together With Help Desk Dashboards

We’ve established how invaluable working with the right help desk metrics dashboard is. Now, we will explore three Zendesk dashboard examples that bring it all together.

1. Daily Operational Dashboard

**click to enlarge**

Primary KPIs:

• Tickets & Ticket-Status
• First Response Time (FRT)
• Average Resolution Time

To streamline your daily customer support processes, working with an interactive and customizable visual digital dashboard is the way forward – and this particular platform is just the ticket!

Our daily operations platform houses a cohesive mix of service desk KPI examples designed to offer complete logistical transparency while empowering customer service executives to make confident data-driven decisions based on all of your business’s key support areas.

In this example, the tickets & ticket status, first response time, and average resolve time work together in visual harmony to create a centralized customer support nerve center.

When it comes to the everyday operations of your customer service department, it’s easy to become overwhelmed. Customers have more contact points at their disposal than ever before. If you want to manage those touchpoints well, having the right Zendesk KPIs in one central location is the way to ensure success.

With invaluable data on first contact resolution and average resolution time, as well as key insights on the status of your tickets and the performance of your agents, a powerful BI dashboard software will enable you to create a modern dashboard that offers all of the tools to squeeze maximum efficiency from your department while solving your consumers’ issues faster and more effectively.

2. Talk Dashboard

The next of our essential daily help desk dashboard examples comes as a talk-based online dashboard divided into four key areas. 

• Answer Time
• Leg Talk Time
• Unsuccessful Inbound Calls
• Quality Rate

This highly focused informational hub drills down into metrics relating to support agent call performance based on a mix of relevant factors, such as agent activity, inbound call success (including unsuccessful calls) and efficiency, and overall quality.

A melting pot of operational and performance-based information, this well-arranged business dashboard provides dynamic real-time insights, at-a-glance data, and metrics that build a profile of future support strategy or performance.

Built with a modern BI dashboard software for swift, informed decision-making as well as continual call quality and efficiency improvements, this example allows you to connect with all of the information you need to not only make your call or contact center financially efficient but also become more productive, more responsive, and better equipped to meet your customers’ ever-changing queries, needs, and requests.

If you want to improve your brand reputation and boost your customer satisfaction rates sustainably, this is the daily operational support desk dashboard you need at your disposal. 

If you get a solid handle on your daily operations, you will see significant improvements in satisfaction and service levels. This will have a profoundly positive impact on the growth of your business.

3. Digital Assistant Dashboard

Our last essential daily help desk dashboard example focuses on the digital assistant (or chatbot) role, which works quietly in the background to solve customer queries.

• Engagement with Digital Assistant
• NPS Interaction with Bot
• Requests by Topic, Channel, and Platform
• Requests Development and Resolution Rate

Rather than looking at your entire call center or support team, this dashboard gives you specific insights into your digital assistant performance. Because human agents do not always need to get involved in these interactions, it’s important to know how many interactions your chatbots are handling and the degree of effectiveness they produce.

The digital assistant dashboard starts with a basic overview of engagements with the chatbot, including the total number of users, total number of requests, percentage of interactions with article suggestions, article click-through rate, and resolution rate. This gives organizations a basic idea of the user journey and their chatbot’s effectiveness—a low-resolution rate indicates the chatbot is ineffective at resolving customers’ needs.

You can break down these metrics into more detailed sections to extract deeper insights. For example, we can see that the bot solved 11% of the requests but 44% were transferred to an agent. This doesn’t mean that only 11% of requests were resolved; it simply means that 44% of requests may have been too complex for a bot to handle without human assistance. Then, look deeper into these interactions and compare them to the request by topic chart to learn more about what customers need and how to resolve those issues.

Help Desk KPI Metrics Best Practices

Now that you’ve seen our best service desk dashboard examples and understand the business-boosting power of help desk KPI metrics, let’s look at the best practices—concepts, and considerations that will allow you to get the most from your data.

1. Focus on your existing processes

When working with help desk key performance indicators, many business decision-makers immediately look at metrics based on creating brand-new processes or strategies.

While service desk metrics can indeed assist you in formulating new strategies, one of the most important best practices to consider is to start with your existing processes. By looking at your existing functions or processes, you will focus on what needs measurement or improvement before moving on to new initiatives.

For example, rather than using your help desk KPIs to set up a completely reworked online customer inquiry journey, you should begin by using your metrics to focus on response time and support tickets by channel to improve your call handling efficiency and customer resolution rates across every touchpoint.

Once you’ve tackled your existing roadblocks and processes, you will have solid foundations for tackling new processes or strategies, maximizing the value of your data in the process.

2. Roll out your help desk metrics dashboard at a steady pace

Whether you’re looking to work with one service desk metrics template or several, your ultimate success will depend on how you roll everything out.

By taking a consistent yet gradual approach, you will have time to train all of your support agents on the software and metrics that will improve their day-to-day duties while integrating any current platform data from other sources with care.

When it comes to customer support, experience, and service, data counts. If you have access to all relevant data from one central reporting dashboard and all of your support agents understand how to use your service desk reporting metrics, you will optimize your service initiatives across the board without any costly mistakes or hiccups.

3. Offer your customers genuine value

Ultimately, these metrics exist to ensure you can meet your customers’ needs head-on and offer them a deep level of personal value—not just as a one-off but on a consistent basis.

That said, to ensure your help desk KPI dashboard is always optimized for success, you should check in with your customers regularly. By asking your customer base how you can improve your support interactions and services, you will gain an informed understanding of the service desk metrics and key performance indicators that will help you make your communications and strategies the best they can be.

Starting the conversation will also help you build a rapport with your customers and give your future communications a definitive direction. For instance, by incentivizing your customers to leave feedback via email, you can gather intelligence that will help you refine your support KPI selections while opening up an opportunity to send over valuable content, deal offers, or product recommendations to cement customer loyalty.

4. Regularly review your help desk support metrics

The metrics you choose to measure today have a purpose. But over time, you may find that other metrics can better address your needs or uncover new insights. The only way to know for sure—and also the whole point of tracking these metrics is to regularly review and analyze your data.

Set a regular schedule for analyzing help desk performance metrics. It could be daily, weekly, or monthly, depending on the nature of your business and the metrics being tracked. Analyze trends over different time periods (week over week, month over month, year over year) to understand seasonal fluctuations, identify improvement or decline patterns, and make informed decisions based on long-term data.

Regular help desk analysis serves two purposes:

First, it ensures you’re extracting the most value from your data. You can apply your findings to improve outcomes at the help desk, which will ultimately have an impact on customer satisfaction and your overall bottom line.

And second, it ensures you capture the right information to drive better business outcomes. Using a help desk metrics template can show you the KPIs you’re tracking at a glance. By continuing to capture useful data, you can empower your support teams and the business to provide great customer experiences.

5. Create new resources according to customer requests by topic

One of the most valuable benefits of tracking help desk metrics is to surface insights related to why customers contact you. Maybe they have a question or need you to troubleshoot a product, for example. Whatever the case, the metrics you review can tell about your customers’ experiences. 

By learning more about their chief concerns, you can position your employees (and your chatbots) to solve problems during the initial contact by providing helpful resources tailored to their needs. These resources encourage autonomy among support agents to make decisions within certain redefined boundaries. This empowers them to resolve issues faster without constantly seeking approval, improving customer satisfaction. 

If you’re using chatbots in your help desk operations, the chatbot can provide these self-help resources to customers and get the fastest resolution possible.

6. Dig deeper into your helpdesk dashboard to gain context into your metrics

Tracking metrics on the surface level via dashboards can offer quick insights into your help desk operations. But the story doesn’t end there. Ideally, your live dashboard can provide a jumping-off point for further investigations into cases your employees or chatbots are handling, which can lead to more insights about how to help customers and improve NPS scores.

Instead of just looking at surface-level numbers, perform deeper help desk analysis to identify underlying issues causing repeated problems. This involves investigating the reasons behind trends or recurring patterns in metrics. As you surface insights and make changes to your approach, document successful strategies or solutions and share them across the team. Creating a repository of best practices and resources allows everyone to learn from successful approaches.

7. Implement continuous improvement

No help desk is ever set in stone. With evolving technologies and shifting customer expectations, your help desk must remain open to these changes to serve your customers well over time. 

Encourage a culture where every team member suggests, tests, and implements improvements to processes and workflows. Encourage experimentation with new approaches or technologies. Collect feedback from customers and the team to understand the impact of these changes, iterating and refining based on results. Highlight successes and improvements resulting from efforts to enhance support operations. Celebrating achievements motivates the team and reinforces a culture of continuous improvement.

Start Your Help Desk Analysis Journey Today!

“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” – Ian Schafer

You should never underestimate or undervalue the power of exceptional customer support in the modern age. Your ability to resolve your customers’ issues efficiently while remaining empathetic and personable across all channels and touchpoints will dictate the ongoing success of your business.

Your customer service department is the beating heart of your business – a fact that you cannot afford to ignore. By working with the right mix of KPI examples for service desk activities and embracing the power of a modern support desk metrics dashboard and online business intelligence software , you’ll grow your business in ways you never thought possible.

Take a data-driven approach to your customer support strategy, and you will boost your brand authority, increase consumer retention and loyalty, and see your bottom line grow year after year.

Track these service desk KPI examples today, and you will improve your business’s performance across the board. Now is the time to strike.

Are you ready to take your customer support strategy to the next level? For more insight into how our powerful help desk metrics examples can improve your business and help you on your journey, start your datapine 14-day free trial today.

15 Service Desk Software Options Every IT Team Should Consider

IT teams have a lot on their plates. They manage both internal and external service requests, track assets, make sure networks are secure, and perform a host of other responsibilities. It’s a high-stakes juggling act that can go sideways easily. 

Simply managing all those different tasks is almost a job all on its own. Due to the complexity of their work, IT professionals rely on a number of tools to keep all those metaphorical balls in the air. One of the most used tools in their stack is a service desk. 

What is service desk software?

Service desk software is a tool that helps IT teams manage, organize, respond to, and track both internal and external service requests. Service desk tools often include features to track team performance and understand overall request trends through analytics reporting.

Benefits of service desk tools

There are a few key areas IT teams can improve using service desk software.

Service desk software often includes things like automation capabilities to reduce the amount of time teams spend on routine tasks. Some also include the capability to build self-service tools like knowledge bases and chatbots, both of which reduce volume for human agents, giving them valuable time back. 

Transparency   

A service desk often acts as a source of truth for IT teams. With a service desk as your single point of contact, you can see what everyone is working on, where bottlenecks happen, and what is trending in requests and issues. Increased transparency can also help issues get resolved faster, improving the overall customer experience, too. 

A number of service desk software choices include tools for asset management, helping teams keep track of all their different devices. You can also often have different permission levels for agents, making it easier to limit access to certain information, helping create a more secure environment.

Service desk vs. help desk: What's the difference?

Some might consider the difference between help desk and service desk software to be purely semantic. Since the terms are often used interchangeably, that’s understandable, but there are a few key differences.

Help desks focus on reactive support — something goes wrong with a product or service, customers contact the help desk, and the team works to resolve the issue. This is sometimes referred to as incident management or a break-fix model. 

Service desks provide some reactive support, but their main focus is proactive. Service management is about providing long-term solutions to emerging issues, preventing future incidents from taking place, and making strategic process changes to improve the organization’s level of service. They also may handle requests for new services or manage physical assets (computers, mobile devices, etc.)

Essentially, while both are concerned with product and service incidents, help desks center around the needs of the customer (or user) and service desks concentrate on the needs of the business. It’s a subtle but meaningful difference.

Recommended Reading

Help Desk Software: What To Look For and Must-Have Features

15 best service desk software.

Below is a list of 15 of the best service desk software options on the market today. Naturally, there is some feature overlap, but we did our best to call out what makes each tool unique so you’re best able to decide what tools you want to investigate further.

Help Scout 

Jira Service Management

Solarwinds Service Desk

ManageEngine Service Desk Plus

GoTo Resolve

Salesforce Service Cloud

Freshservice

1. Help Scout

Help Scout is an intuitive, omni-channel communication tool that helps IT teams manage requests effectively and efficiently. Help Scout is a suite of tools comprised of a few distinct parts:

A shared inbox. 

A knowledge base builder.

AI functionality.

Messaging tools.

The shared inbox helps IT teams manage, organize, and respond to requests quickly across multiple channels . Use features like saved replies to respond to user requests more quickly. Collision detection, which shows when another team member is currently working on a request, helps teams avoid duplicate work and keeps agents off each other’s toes. Along with those features, there are workflows which allow teams to automate a number of manual tasks and tagging features to help you keep incoming requests organized.

Help Scout’s knowledge base builder — Docs — makes it easy to create a self-serve option. You can create different sections to make navigating your help center easy, and a built-in search function makes finding what someone's looking for easier still.

Help Scout also has a number of AI-powered features that help boost productivity. AI summarize condenses long email threads into a few bullet points, helping team members get up-to-speed on cases quickly. AI assist can shorten or lengthen text, change its tone, or even translate it into a different language. Help Scout’s AI drafts feature can even draft an entire response to a request, basing it on past conversations and help articles in your knowledge base.

Rounding out the list is Help Scout’s Beacon tool, which allows teams to offer live chat for real-time support. You can also use it to create messages and surveys, which enables you to show relevant information to or collect user feedback from specific segments of your audience. This further saves viewers — and internal staff — time. 

When you sign up you get access to a number of powerful integrations, like Help Scout’s Jira integration , which helps with issue management. Finally, you get access to Help Scout’s reports , which show how team members are performing and give insights into request trends so you can be more proactive and less reactive. 

Price : Free trial available. Plans start at $20/user per month.

Learn more about Help Scout:

Start a free trial

View pricing

Request a demo

Explore the platform

2. Jira Service Management

Jira Service Management is an IT-focused tool that helps teams manage both internal and external requests. With it you can do things like create custom request forms to help streamline issue resolution, create self-service portals, and set and track SLAs to projects moving forward. 

Other key features: 

Asset tracking, management, and discovery tools.

Customizable approval workflows. 

Prebuilt integrations for tools like Slack and Microsoft Teams.

AI-powered virtual agent.

Price : Free plan available. Paid plans start at $22.05/agent per month.

How to Create a Jira Ticketing System

3. solarwinds service desk.

SolarWinds is an IT service desk solution helping teams of all sizes. They offer tools like employee self-serve portals to reduce strain on internal teams. Another standout feature is their ITIL problem management that lets you escalate and solve issues through your own ITIL framework. 

Hardware management. 

Benchmarking reports. 

Service desk chat.

IT service catalog.

Price : Free trial available. Plans start at $39/technician per month.

The 19 Best Help Desk Ticketing Systems for 2024

4. spiceworks.

Spiceworks is a free tool IT teams can use to manage, track, and resolve requests. For a free tool it’s quite robust, offering things like automatic ticket assignment and routing. It also has some basic reporting capabilities and a knowledge base builder for self-serve support.  

Mobile app for on-the-go support.

Custom ticket queues. 

Automated ticket responses. 

Power BI integration. 

Price : Free.

Help Desk vs. Service Desk: Which Is Best for You?

5. manageengine servicedesk plus.

ManageEngine is an offering from the Zoho corporation. While you may be familiar with their customer support tool , Zoho Desk, ManageEngine is geared toward IT professionals. The higher-cost plans let you create ITSM workflows as well as do things like asset tracking and management. It also includes useful help desk features like a shared inbox as well as self-service tools like a knowledge base builder. 

Task automation capabilities (auto-tagging incidents, etc.).

Robust analytics. 

On-premise or cloud deployment.  

Prebuilt integrations. 

Price : Free trial available. Contact for pricing.

The 7 Best Zoho Desk Alternatives on the Market Today

 6. zendesk.

Zendesk is well known as a help desk solution, but they do offer some features that also lend to an IT use case such as SLA management and the ability to tag requests to better track and report on trending issues. The tool features an omnichannel inbox to manage requests from a variety of sources like email, chat, voice, and social. It also integrates with a number of IT tools to help with things like asset management. 

Other key features:

Custom agent queues. 

Ability to create SLAs.

CSAT surveys. 

Skills-based ticket routing. 

Price : Free trial available. Plans start at $19/agent per month.

The 22 Best Zendesk Alternatives + Competitors for 2024

7. servicenow.

ServiceNow bills itself as an enterprise IT solution. It offers a good number of tools for things like change management, asset management, and request management. They also have a number of tools geared at DevOps, so if that’s important in your organization, then it’s certainly one to consider. 

Self-service portals. 

Virtual agent powered by AI.

Configuration management database.

Knowledge management. 

Price : Contact ServiceNow for pricing information.

11 Top SaaS Help Desk Software for 2024 (Ranked & Rated)

SysAid bills itself as an IT service management tool. They have features for things like asset management as well as AI-powered automations to help improve efficiency. They also offer a number of integrations to connect to other tools in your IT tech stack and keep projects moving forward. 

Out-of-the-box change and problem management templates.

AI-automated task and ticket assignments and prioritizations. 

Self-service tools.

Price : Contact for pricing. 

9. GoTo Resolve

GoTo Resolve is a strong offering with a number of IT-focused features. They offer remote access capabilities as well as remote asset management. You can automate certain routine tasks like software updates using the tool and even schedule automations to give team members valuable time back in their days. 

Zero trust security. 

A mobile app.

Agent collaboration tools.

User permissions.

Price : Free trial and plan available. Paid plans start at $57 per month. 

JitBit is an IT help desk solution you can install on-premise or access via the cloud. The feature set is fairly basic and includes things like a shared inbox to manage incoming requests. It also includes some basic reporting and automation options.

Mobile app. 

Request organization options. 

Canned responses. 

Conversation history. 

Price : Cloud plans start at $29/agent per month.

Choosing an Email Ticketing System: Our Top 11 Picks

Rezo is a service desk add-on that can add additional functionality to an existing service desk. It can analyze conversations — both voice and text-based — and help build automations to improve your customers’ experiences, all while saving your team time. It also has a number of tools geared at improving and tracking agent performance through AI.

Agent assist tools.

Agent audit tools.

No-code bots.

Dynamic scripts for agents.

Price : Contact Rezo for pricing. 

12. Salesforce Service Cloud

Salesforce’s CRM is what put them on the map, but it’s far from the only product they have. Their Service Cloud offering is a help desk tool IT teams can use to handle incoming requests. It’s not necessarily an IT-specific tool, but it does offer asset management and field service capabilities. You can also build a knowledge base for a self-serve option as well as answer questions live through chat. 

Prebuilt and customizable analytics dashboards.

Omnichannel support. 

Large array of prebuilt integrations.

Shared inbox.

Price : Starts at $25/user per month.

The 15 Best Help Desk Software for 2024 - Buyer's Guide

13. happyfox.

HappyFox makes a service desk tool that includes some convenient features for IT teams. The shared inbox makes it simple to keep requests organized. They also offer a knowledge base builder for self-serve support, asset management tools, a service catalog, and integrations with IT-friendly tools like LogMeIn. 

Ticket templates.

Task management capabilities. 

Customer portal.

Ticket auto assignment. 

Price : Free trial available. Plans start at $29/agent per month.

The 9 Best HappyFox Alternatives on the Market in 2024

14. exalate.

Exalate isn’t a service desk, but it can help supercharge one by letting you connect to other tools. It’s billed as a synchronization app and essentially lets you send information both ways between tools. With it you can sync data across platforms to break down data silos and keep an open flow of information. 

Customizable API.

Synchronization automations. 

Custom mapping.

Real-time data synchronization. 

Price : Free plan available. Contact for paid plan pricing. 

15. Freshservice

Freshservice is a cloud-based IT help desk. It boasts features like machine learning-powered answer suggestions. You can also handle requests in a variety of platforms like Slack and Microsoft Teams or from their own Freshservice chatbot. They also have a number of task automation options to keep teams as productive as possible. 

Self-service portal. 

Contract management. 

Multiple SLAs.

Audit logs. 

Top 11 Freshdesk Alternatives for 2024 (Ranked & Rated)

Finding the right service desk or itsm software for you.

IT teams are responsible for a lot. Managing those responsibilities is much easier to do when equipped with the right tools. If you’ve not already invested in a service desk, we think it’s a tool every IT team needs to consider. If you’re ready to try one out, you can sign up for a 15-day free trial of Help Scout here .

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Jesse short.

After spending a few years working as a support agent, Jesse made the switch to writing full-time. He is a Help Scout alum, where he worked to help improve the agent and customer experience.

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Be on the same page

Always know where you are in the editing process. With the while you were away feature, track recent changes made by others in your decks.

Task management with PowerPoint and Microsoft 365

Tell your story with captivating presentations.

Originally starting from Free now starting from Free

Sharing and real-time collaboration

PowerPoint for the web

Basic templates, fonts, icons, and stickers

Dictation and voice commands

Works on web, iOS, and Android™

5 GB of cloud storage

Microsoft 365 Personal

Originally starting from $6.99 now starting from $6.99

$6.99 $6.99

(Annual subscription–auto renews) 1

PowerPoint for the web and PowerPoint desktop app for offline use

Premium templates, fonts, icons, and stickers with thousands of options to choose from

Dictation, voice commands, and transcription

Advanced spelling and grammar, in-app learning tips, use in 20+ languages, and more

1 TB (1000 GB) of cloud storage

Premium desktop, web, and mobile apps

Advanced security

Ad-free experience

Works on Windows, macOS, iOS, and Android™

Copilot Pro available as an add-on. *

Microsoft 365 Family

Originally starting from $9.99 now starting from $9.99

$9.99 $9.99

One to six people

Up to 6 TB of cloud storage, 1 TB (1000 GB) per person 

Premium desktop, web, and mobile apps 

Advanced security 

Microsoft Powerpoint

One person 

Microsoft 365 Apps for business

Originally starting from $8.25 now starting from $8.25

$8.25 $8.25

Available for up to 300 employes

Desktop versions of Word, Excel, PowerPoint, and Outlook

1 TB of cloud storage per user

Anytime phone and web support

Microsoft 365 Business Standard

Originally starting from $12.50 now starting from $12.50

$12.50 $12.50

Everything in Microsoft 365 Apps for business, plus:

Web, and mobile versions of Word, Excel, PowerPoint, and Outlook

Custom business email ([email protected])

Chat, call, and video conference with Microsoft Teams

10+ additional apps for your business needs (Bookings, Planner, Microsoft Forms, and others)

Automatic spam and malware filtering

Webinars with attendee registration and reporting

New: Collaborative workspaces to co-create using Microsoft Loop

New: Video editing and design tools with Clipchamp

Copilot for Microsoft 365 available as an add-on. **

Add Copilot to your Microsoft plan

Achieve more than ever using AI integrated with Word, Excel, PowerPoint, Outlook, and other Microsoft 365 apps.

Get the PowerPoint mobile app

Ready to create great presentations with Microsoft 365?

See more from microsoft powerpoint.

Collaborate on shared projects

Get commonly used Office features and real-time co-authoring capabilities through your browser.

Jumpstart your design

Show your style and professionalism with templates, plus save time. Browse PowerPoint templates in over 40 categories.

Connect with experts

See what’s new and get classic tips and editors' tricks to help you create, edit, and polish presentations like a pro.

Read about slide presentations

6 slide presentation software tips to impress, host large-scale virtual presentations, how to make a slide show, what’s new in powerpoint.

• [1] Once your paid subscription begins, cancelation policies vary based on your status as a new customer, product, and domain selections on Microsoft.  Learn more.  Cancel your Microsoft 365 subscription any time by going to the Microsoft 365 admin center. When a subscription is canceled, all associated data will be deleted.  Learn more about data retention, deletion, and destruction in Microsoft 365 . Microsoft PowerPoint with a Microsoft 365 subscription is the latest version of PowerPoint. Previous versions include PowerPoint 2016,  PowerPoint 2013 ,  PowerPoint 2010 ,  PowerPoint 2007 , and PowerPoint 2003. iTunes, iPhone, and iPad are registered trademarks of Apple Inc., registered in the U.S. and other countries. Android is a trademark of Google Inc.
• [*] Copilot Pro benefits are currently available on web, Windows, and macOS and iPadOS. A Microsoft 365 Personal or Family subscription is required to access Copilot in select apps, including Word, Excel, PowerPoint, OneNote, and Outlook. Excel features are currently in preview in English only. Microsoft 365 Personal or Family and Copilot Pro are not available in the same transaction and must be purchased in two separate transactions.
• [**] Copilot for Microsoft 365 may not be available for all markets and languages. To purchase, enterprise customers must have a license for Microsoft 365 E3 or E5 or Office 365 E3 or E5, and business customers must have a license for Microsoft 365 Business Standard or Business Premium.

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