Open source help desk software presents a revolutionary platform for providing customer support. Modern organizations are using this software to provide smooth customer support. The software makes tracking customer issues possible for organizational managers due to its ability to store customer communications, transaction records, email messages and other engagements. It also makes it possible for customer support agents to resolve issues within the set time-frame. These can be used for reporting purposes and as a research database for better practices.

Today, numerous open source help desk systems are available for modern organizations. They provide great alternatives to commercial help desk software due to the benefits below.

1. Synchronized communication

Help desk software keeps organizational communications synchronized in one place. This enables an organization to manage the entire support lifecycle. Ideally, using the open source ticket system, the organization’s management can follow the support lifecycle from request to settlement or resolution. The integrated email functionality makes it possible for the organization to keep everything in a single place. Tickets and emails appear in an integrated software which makes assigning them to agents easier. Additionally, replying to queries via email or help delivers responses to original requestors. Email notifications are then sent to agents instantly and their actions are tracked from there to ensure customer satisfaction. 

2. Reduced cost

This help desk software comes with an open source ticketing system that improves communication between an organization and customers. This system provides great financial savings due to the reduced manpower costs since it is a self-service tool for customers and clients. Additionally, some open source systems are free to install the base model and pay for only the additional upgrades needed. Thus, organizations only pay for what they determine meets their needs. 

3. Improved efficiency

Ideal help desk software comes with a customer support portal. Basically, this is the hub of a great customer support experience. By allowing self support functionality, the portal reduces incoming tickets because most questions are answered in a self-service format. This reduces work lags that may be occasioned by communication technology issues that may remain unsolved for some time. Additionally, the software can provide multilingual support. That means it supports customers from different countries by delivering customized and translated messages depending on the locations of customers. 

4. Improved transparency 

This software improves internal customer service and transparency since all communications with customers are securely stored in one place. Additionally, if an issue is complicated and the front desk can’t resolve it, the system moves it to the higher management. A good system provides insightful reporting as well. This shows whether a team is meeting service level agreements or not. Ideally, it provides insights into what needs improvement in the operations of the customer support team. A hosted version of the software includes detailed logging audit that enables an organization to track everything.  

5. Multiple communication channels 

Quality open source help desk software provides a centralized communication system. That means it supports several communication channels like email, phone, social media and live chat. This enables an organization to keep expanding community discussions through interactions on different communication channels. For instance, customers can interact, share tips, advice and solutions on an organization’s community forum.  

6. Asset and network management 

An ideal help desk system provides asset management or network management functionalities. Asset management functionalities enable an organization to monitor changes in the software and hardware configurations. Network management functionalities on the other hand enable an organization to evaluate the health of its computer services and other components of the network. The software developer or vendor can provide these functionalities via integrations that use information technology management tools. 

In other words, just because the company updates the product, doesn’t mean you have to. You can make the updates as you go and additionally add products that don’t exist internally.

7. Analytics and reporting

In addition to making it easier for the higher management to provide customer support, some help desk systems enhance reporting and analysis. For instance, a help desk system can have Google analytics integration. That means support efforts of an organization can be linked to ROI and conversion directly. Additionally, help desk software can provide reporting capabilities that enable you to monitor the productivity of support agents and overall help desk performance. Performance metrics mostly include number of the open tickets, time taken to resolve complaints, customer satisfaction, and ticket resolutions that the management can sort out on the basis of agents, shifts or dates, among others. 

8. Ability to work from anywhere, any time 

The aim of modern organizations is to provide customer support any time a customer needs it. An ideal help desk system enables customer support agents to offer support from any location, using any device. That means an agent can provide customer support using a Smartphone, a tablet or a desktop computer. In short, the best open source help desk software allows employees and customers access to its features using a table, Smartphone, computer or through the internet. This enables them to receive or send out tickets, read or provide customer data, check reports and use other features from any location, at any time. 

9. Built-in knowledge base

A built-in knowledge base is an information hub that includes descriptions of the prevalent issues or problems in an organization, its service or product. This includes previous concerns that have already been resolved. With some systems, information hub is accessible by the public while others allow access to agents and technicians only. Additionally, some help desk systems come with advanced search tools. These enable users, whether agents, technicians or customers to find answers or solutions to their concerns and questions. 

10.Remote control 

Some help desk systems provide a functionality that enables the technicians of an organization to access, manage and control computers of customers remotely. This makes providing remote diagnosis as well as resolving complaints or issues with little involvement of the customer easier. 

Generally, open source help desk software can have numerous benefits when implemented properly. The software is typically designed and constructed by multiple engineers, vetting the product to a higher degree than most commercial software. 



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This is the official blog of Helpy, the open source helpdesk platform.