Popular Features of Help Desk Software

Email Support Send support email to a designated address, such as support@domain.com. These emails will automatically become tickets so that agents can benefit from a structured ticket workflow.
Knowledge Base A knowledge base is an archive of common answers and useful articles such as "how to do it" or best practices. Provides a self-service experience that can improve customer satisfaction and reduce support requests.

Self service portal. The self-service portal is an intuitive place to send questions in the form of a help desk ticket or get immediate answers via the knowledge base. Think of it as a user portal for help issues.
Community forum. Forums are a place where users can ask questions and the community can answer them.
Reports and analysis. The help desk software reporting features allow companies to track key metrics such as agent productivity, customer satisfaction and support costs. The detailed analyzes allow a continuous improvement of the quality and efficiency of the service.
Automation Help Desk The help desk software can automate common tasks to free up time from agents and maintain consistent actions. Automation can close an inactive ticket or notify a manager when a new P1 problem is created.
SLA management. The service level agreement is a contract between the help desk agent and the customer that defines the expected service level, such as the initial response time or the resolution time. SLAs can also be based on quality, for example by ensuring that customer satisfaction remains above 90%.
Personalization For many companies, the brand is important. Most help desk software allows companies to customize their help desk to carry the company's colors and logo. You can also create custom integrations in the help desk to extend the functionality of the help desk software.
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