{"id":23166,"date":"2018-11-04T18:07:45","date_gmt":"2018-11-04T14:07:45","guid":{"rendered":"http:\/\/www.msp360.com\/blog\/?p=23166"},"modified":"2025-11-07T15:47:11","modified_gmt":"2025-11-07T11:47:11","slug":"msp-help-desk-software-overview","status":"publish","type":"post","link":"https:\/\/www.msp360.com\/resources\/blog\/msp-help-desk-software-overview\/","title":{"rendered":"How to Choose MSP Help Desk Software"},"content":{"rendered":"

The ultimate goal of a managed service provider (MSP)<\/a> is to successfully manage clients\u2019 IT infrastructure from a remote location (in an ideal world). However, in order to achieve this goal, an MSP must streamline its process of managing requests \u2014 and this is where the crucial role of the IT help desk comes in. In this article, we have reviewed the most popular help desk options to help you make the right decision for your organization.<\/p>\n

What Is MSP Help Desk Software?<\/h2>\n

Help desk software automates the process of complaint resolution through the mechanism of ticket management. Selecting the best service desk software for your MSP business and assimilating it with a remote monitoring and management (RMM) system<\/a> permits the generation of automated requests once a system alert is recognized. MSP service desk software solutions enhance the productivity of the help desk team by saving time, as it eliminates manual effort.<\/p>\n

Further reading<\/span> Service Desk vs Help Desk: The Difference Explained<\/a><\/p>\n

Finding the Best Help Desk Solution \u2013 One-on-One Comparison<\/h2>\n

According to Rico Barth, CEO of c.a.p.e. IT GmbH<\/a>, when choosing an MSP help desk software you need to ask first what do you need within your IT Service<\/strong> and what kind of hosting<\/strong> do you need, cloud or on-premise. Subsequently what matters is if the MSP service desk software offers customization possibilities<\/strong> and if it integrates business rules\/workflows, SLAs<\/a>, knowledge databases, templates, and predefined functions, web forms, dashboards, and asset management.\u00a0The more customizable the service desk is, the better adaptation to your company\u2019s needs is given.<\/p>\n

Another important factor is if considered software aligns with ITIL best practices<\/a>. \u00a0That is a guarantee, for example, of better communication with end-users, dynamic SLAs, reporting on key performance indicators, and incident flows.<\/p>\n

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\"WP<\/p>\n<\/div>\n

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Creating SOPs for MSPs:
\nHandling Incoming Support Calls<\/div>\n
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Ensure consistent delivery of service for each case: use a Standard Operating Procedure<\/strong> for handling incoming support calls.<\/p>\n

Get 2 other bonus<\/strong> SOPs!<\/p>\n<\/div>\n\"CTA\"<\/a><\/span><\/span>\n<\/div>\n<\/div>\n

The software chosen should also have a capability to monitor performance and track user activity \u2014 a number of tasks completed, tickets assigned, a number of logins, \u00a0average call duration, or average customer satisfaction rating per agent.<\/p>\n

Further reading<\/span> Top Help Desk Metrics for MSPs<\/a><\/p>\n

To help you choose the most convenient and appropriate service desk option, we have compiled a software comparison table based on the important features, functionalities, and value-added services offered by each platform.<\/p>\n

Further reading<\/span> MSP Software and Hardware Tools<\/a><\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
<\/td>\nZendesk<\/strong><\/td>\nZoho Desk<\/strong><\/td>\nConnectWise Manage<\/strong><\/td>\nWeb Help Desk
\n<\/strong><\/td>\n		Freshdesk
\n<\/strong><\/td>\n		Faveo Helpdesk<\/strong><\/td>\n\n

KIX<\/strong><\/a><\/p>\n<\/td>\n<\/tr>\n

Starting Price<\/strong><\/td>\n\n

$5.00\/month\/user<\/p>\n<\/td>\n

$12.00\/month<\/td>\nPrice is given on request<\/td>\n$695.00\/one-time\/user<\/td>\n$19.00\/month\/user<\/td>\nFree<\/td>\n\n

Free<\/p>\n<\/td>\n<\/tr>\n

Free Trial<\/strong><\/td>\n\n

Yes<\/p>\n<\/td>\n

Yes<\/td>\nFree demo<\/td>\nYes<\/td>\nYes<\/td>\nNo<\/td>\n\n

Yes<\/p>\n<\/td>\n<\/tr>\n

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Free Version<\/strong><\/p>\n<\/td>\n

No<\/td>\nYes<\/td>\nNo<\/td>\nYes<\/td>\nYes<\/td>\nYes<\/td>\n\n

Yes<\/p>\n<\/td>\n<\/tr>\n

Alerts\/Escalation<\/strong><\/td>\n\n

+<\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

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Automated Routing<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

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Customizable Branding<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Document Storage<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Email integration<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Interaction Tracking<\/strong><\/p>\n<\/td>\n

+<\/td>\n-<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

IT Asset Management<\/strong><\/td>\n\n

+<\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Knowledge Base Management<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Multi-Channel Communication<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n-<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

\n

Network Monitoring<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

-<\/p>\n<\/td>\n<\/tr>\n

\n

Real-time Chat<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n+<\/td>\n-<\/td>\n\n

-<\/p>\n<\/td>\n<\/tr>\n

\n

Self-Service Portal<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n-<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

Service Level Agreement (SLA) Management<\/strong><\/td>\n\n

-<\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n-<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

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Ticket\/Issue Tracking<\/strong><\/p>\n<\/td>\n

+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n+<\/td>\n\n

+<\/p>\n<\/td>\n<\/tr>\n

Deployment<\/strong><\/td>\n\n
    \n
  • Cloud, SaaS, Web<\/li>\n
  • Mobile - Android Native<\/li>\n
  • Mobile - iOS Native<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n
  • Installed - Windows<\/li>\n
  • Mobile - Android Native<\/li>\n
  • Mobile - iOS Native<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n
  • Installed - Windows<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n<\/ul>\n<\/td>\n
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    \n
  • Cloud, SaaS, Web<\/li>\n
  • Installed - Windows, Debian, Ubuntu<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
Training <\/strong><\/td>\n\n
    \n
  • Documentation<\/li>\n
  • Webinars<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n
  • Webinars<\/li>\n
  • Live Online<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n
  • Webinars<\/li>\n
  • Live Online<\/li>\n
  • In-Person<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n
  • Webinars<\/li>\n
  • Live Online<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n
  • Live Online<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Documentation<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n
Support<\/strong><\/td>\n\n
    \n
  • Online<\/li>\n
  • 24\/7 (Live Rep)<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Online<\/li>\n
  • Business Hours<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Online<\/li>\n
  • Business Hours<\/li>\n
  • 24\/7 (Live Rep)<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Online<\/li>\n
  • Business Hours<\/li>\n
  • 24\/7 (Live Rep)<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Online<\/li>\n
  • 24\/7 (Live Rep)<\/li>\n<\/ul>\n<\/td>\n
\n
    \n
  • Online<\/li>\n
  • Business Hours<\/li>\n<\/ul>\n<\/td>\n
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