{"id":31834,"date":"2020-09-17T07:47:21","date_gmt":"2020-09-17T07:47:21","guid":{"rendered":"https:\/\/www.proprofsdesk.com\/blog\/?p=31834"},"modified":"2026-08-14T18:19:38","modified_gmt":"2026-08-14T18:19:38","slug":"types-of-help-desk-software","status":"publish","type":"post","link":"https:\/\/dev.proprofsdesk.com\/blog\/types-of-help-desk-software\/","title":{"rendered":"Types of Help Desk Software: A Guide to Choosing the Right One"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Do you know what is common between a primitive tribal man living in the jungles of Africa and a modern entrepreneur sitting in his New York office?<strong>&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>They both need the right tools to survive.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From wooden spears to sophisticated business software, tools have rapidly evolved to reduce human efforts and improve efficiency.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">One such business tool that has revolutionized the customer service industry is <a href=\"https:\/\/www.proprofsdesk.com\/blog\/best-help-desk-software\/\">help desk software<\/a>. While a majority of leaders recognize the value of a help desk, most still have no idea from where to start.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">We totally understand. Getting your hands over a good help desk can be a challenge. But again, nothing great comes easy. Right?&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This blog lists the 4 different types of help desk software that can help you bring the smile back on your customers\u2019 faces. <strong>Ready to find the help desk built for you?&nbsp;<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Help_Desk_Software_Do_You_Really_Need_One\"><\/span><strong>Help Desk Software: Do You Really Need One?&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Does an increasing number of customer issues make your service operations go for a toss?&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Are you unable to see any progression in team productivity despite countless efforts?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Well, in that case, a help desk can actually HELP.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.proprofsdesk.com\/blog\/best-help-desk-software-for-small-businesses\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>Best<\/b> <b>help desk software for small businesses<\/b><\/a> <span style=\"font-weight: 400;\">can be the key to streamlined service operations, increased team productivity, and above all- super happy customers.<\/span><\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/docs.google.com\/drawings\/u\/0\/d\/su2u540jAHhvTKFZwSe2ZzA\/image?w=563&amp;h=127&amp;rev=1&amp;ac=1&amp;parent=1lDrrvWzQBKmNMkVocS9sr1OdxLX3f-MN8_xe1QY6VfA\" alt=\"Help desk software definition\"\/><\/figure>\n\n\n\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/KWcP8iF9FHA\" width=\"800\" height=\"450\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/ai-help-desk-software\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>best AI help desk software<\/b><\/a><span style=\"font-weight: 400;\"> is designed to make everyone\u2019s life easier, whether the customer, your service reps, or you.<\/span> Let\u2019s quickly take a look at some more benefits-<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Easily convert customer issues\/requests into unique tickets<\/li><li>Manage all customer communications coming from different channels, under one roof<\/li><li>Eliminate manual work and <a href=\"https:\/\/www.proprofsproject.com\/blog\/how-to-make-your-team-more-productive\/\">improve team productivity<\/a><\/li><li>Track team performance and measure customer satisfaction<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Now, let\u2019s compare the different types of help desks available today and see which one fits your business like a glove.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Before we get into the types, here&#8217;s a quick video walking through some of the top help desk tools worth knowing about:<\/p>\n\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Top 10 Help Desk Software (Compared) | ProProfs Help Desk\" width=\"1120\" height=\"630\" src=\"https:\/\/www.youtube.com\/embed\/qddLPxtyznE?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Different_Types_of_Help_Desk_Software\"><\/span><strong>4 Different Types of Help Desk Software<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"405\" src=\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/12\/104.jpg\" alt=\"Different Types of Help Desk Software\" class=\"wp-image-36603\"\/><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. Cloud-Based Help Desk<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A cloud-based help desk is a SaaS (software as a service) application that is hosted on the vendor\u2019s server. Your team can access all the wonderful features of a help desk simply by logging into the vendor\u2019s website or locally installed desktop or mobile app. The users of this help desk are required to pay on a monthly or annual basis that includes technical support, maintenance, and data security.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Easy to set up and maintain, you don\u2019t have to be a technical expert to get started&nbsp;<\/li><li>High scalability &#8211; grows as your business grows<\/li><li>Offers anytime, anywhere accessibility, you just need an internet connection<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Drawbacks:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>During technical glitches, you will have to wait for the vendor to resolve the issue<\/li><li>Internet connection is always required<\/li><li>No access to source code and limited customization options in advance cases<\/li><\/ul>\n\n\n\n\n\n<h3>Example of Cloud Help Desk- ProProfs Help Desk<\/h3>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"303\" src=\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/12\/105.jpg\" alt=\"help desk ticketing system\" class=\"wp-image-36602\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.proprofsdesk.com\/\">ProProfs Help Desk<\/a> is hosted on the world\u2019s most reliable cloud platform- IBM. Meaning, you do not need to make any hefty investment on servers or traditional licensing to provide awesome customer support. <span style=\"font-weight: 400;\">Your agents will be able to cater to customer requests from any part of the world and offer delightful support experiences. It\u2019s one of the many <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-examples\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>help desk examples<\/b><\/a><span style=\"font-weight: 400;\"> that showcase how cloud platforms improve support delivery.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Here is a quick glimpse of some incredible things that you can achieve with this cloud-based tool.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"355\" src=\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/12\/106.jpg\" alt=\"help desk software features\" class=\"wp-image-36601\"\/><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. Self-Hosted Help Desk<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A self-hosted help desk, also commonly referred to as an on-premise help desk, is a licensed proprietary software purchased by a business. In simpler terms, after purchasing the software license, companies own and host this help desk on their own servers. A self-hosted help desk usually requires a one-time setup fee, however, updates may require a business to spend more.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Complete control of data and security (can be perfect for companies that operate with highly sensitive data such as healthcare or insurance companies).<\/li><li>Self-hosted <a href=\"https:\/\/www.proprofsdesk.com\/blog\/helpdesk-software-customization\/\">help desks are better customized<\/a> to the needs of a business compared to other help desks.&nbsp;<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Drawbacks:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Requires a huge upfront investment for purchasing the software license and the servers.<\/li><li>You need an in-house IT team to constantly maintain your servers and recover data in case of any mishaps like hardware failures or power outages<\/li><li>Additional cost of data backups, updates &amp; fixes&nbsp;<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. Open-Source Help Desk<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">An open-source help desk is another popular software that allows developers to access its source code. This means that your developers can easily modify or enhance the software based on the help desk needs of your business. Developers can add features, improve integration capabilities, fix bugs, and release periodic updates. The vendors of open-source software leverage community collaboration to improve their final product.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Benefits:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Open-source help desks are mostly free and many come with minimum limitations&nbsp;<\/li><li>Besides customization capabilities, users can enjoy community updates and suggestions. So when it comes to building an ideal help desk- the sky&#8217;s the limit<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Drawbacks:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>You need a team of IT professionals to build and customize the software for you<\/li><li>Can take months to configure and data security is always under question<\/li><li>In case you encounter an issue, there is always a lack of reliable support and you will have to be dependent on your own technical team<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. Enterprise Help Desk<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Large companies use enterprise help desks as they include advanced features that lower-priced help desks do not offer. They offer features such as IT asset management, enterprise reporting, multi-brand support, and more. Besides being customer-focused, <a href=\"https:\/\/www.proprofsdesk.com\/enterprise-helpdesk-software\/\">enterprise help desks <\/a>are designed to be employee-focused as well. Therefore, you can easily track and resolve the internal day-to-day issues arising in your company by <a href=\"https:\/\/www.proprofsdesk.com\/internal-help-desk\/\">internal ticketing system<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Benefits:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Acts as a one-stop-shop for offering round-the-clock support to your customers, as well as employees<\/li><li>Can be customized to meet the needs of large enterprises<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Drawbacks<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Enterprise help desks are expensive and can be heavy on your pocket<\/li><li>More features can eventually lead to more complexities and operators need to be technically sound or well-trained<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Now, let\u2019s take a look at some common <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/ai-help-desk-management\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>AI help desk management<\/b><\/a> <span style=\"font-weight: 400;\">features that can make all the difference for your business.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Common_Features_To_Look_for_In_a_Help_Desk\"><\/span><strong>Common Features To Look for In a Help Desk<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/-226VZD06Bc\" width=\"800\" height=\"450\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n\n<ul>\n<li>\n<h3><strong>Automated Ticketing System &amp; Ticket Routing<\/strong><\/h3>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">At the heart of any<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-management\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>help desk management<\/b><\/a><span style=\"font-weight: 400;\"> software, is a ticketing system that allocates a unique ticket ID to every customer issue.<\/span> <span style=\"font-weight: 400;\">Your support team can effortlessly sort, search, or assign tickets among themselves, building an efficient<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-workflow\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>help desk workflow<\/b><\/a> <span style=\"font-weight: 400;\">that boosts agent productivity<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.proprofsdesk.com\/blog\/help-desk-automation\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>Help desk automation<\/b><\/a> <span style=\"font-weight: 400;\">features such as automated ticket routing ensure that tickets can be automatically routed to the most relevant agents or departments.<\/span> So, rather than manually picking tickets, your agents will be assigned tickets that they are best suited for.&nbsp;<\/p>\n\n\n\n<ul>\n<li>\n<h3><strong>Shared Inbox<\/strong><\/h3>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.proprofsdesk.com\/blog\/best-shared-inbox-tools\/\">Shared Inbox<\/a> is another must-have feature that allows your team to collaborate and ensure not a single customer email can slip through the cracks. As the name suggests, a shared inbox is shared between your agents and can be easily accessed by any member.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"348\" src=\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/12\/107.jpg\" alt=\"Shared Inbox help desk system features\" class=\"wp-image-36600\"\/><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Besides this, a shared mailbox can host multiple email accounts such as support@, care@, hello@, etc. in a single platform. This helps your support team to easily see who is working on what and avoid stepping on each other\u2019s toes.&nbsp;<\/p>\n\n\n\n<ul>\n<li>\n<h3><strong>Self-Service Portal or Knowledge Base<\/strong><\/h3>\n<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">In most cases, when customers encounter a problem, agent intervention is not required. A report highlighted that <a href=\"http:\/\/www.bizreport.com\/2015\/04\/report-poor-customer-service-pushes-consumers-away.html\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">73% of customers<\/a> want to solve product or service issues on their own.&nbsp;&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"512\" height=\"341\" src=\"https:\/\/www.proprofsdesk.com\/blog\/wp-content\/uploads\/2022\/12\/108.jpg\" alt=\"Self-Service Portal or Knowledge Base\" class=\"wp-image-36599\"\/><figcaption><a href=\"https:\/\/static.crozdesk.com\/web_app_library\/screenshots\/images\/000\/027\/293\/screenshot\/proprofs-knowledgebase-screenshot-2.png?1588135771\">Source<\/a><\/figcaption><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">A <a href=\"https:\/\/www.proprofsdesk.com\/blog\/best-help-desk-software\/\">best help desk software<\/a> will allow you to build an in-depth and user-friendly knowledge base full of <strong>self-help articles, how-to videos, FAQs,<\/strong> and more. So, even if your agents are not available round-the-clock, you can still offer 24&#215;7 self-help and delight customers.&nbsp;<\/p>\n\n\n\n<ul>\n<li>\n<h3><strong>Reports &amp; Analytics<\/strong><strong><br><\/strong><\/h3>\n<\/li>\n<\/ul>\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/EfRgeQOxAw0\" width=\"800\" height=\"450\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n\n\n<p class=\"wp-block-paragraph\">The right help desk will allow you to collect data on key metrics such as the number of <a href=\"https:\/\/help.proprofsdesk.com\/how-to-close-tickets\" target=\"_blank\" rel=\"noreferrer noopener nofollow\" aria-label=\"undefined (opens in a new tab)\">resolved tickets<\/a>, ticket volume, team performance, customer satisfaction, etc. Most help desks offer <strong>visual representations in the form of graphs or bars<\/strong> that simplifies analysis.&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">With the right numbers at your fingertips, you will have a better understanding of areas that demand improvement, your top performers, and customer expectations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Your_Dream_Help_Desk_is_Right_Here\"><\/span><strong>Your Dream Help Desk is Right Here!&nbsp;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A well-positioned Help Desk can be the difference between a streamlined service process and a complete disaster. <span style=\"font-weight: 400;\">Rise above and beyond your dilemmas and<\/span> <a href=\"https:\/\/www.proprofsdesk.com\/blog\/choose-best-help-desk-software\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>choose help desk<\/b><\/a> <span style=\"font-weight: 400;\">software that perfectly meets your growing needs.<\/span> <span style=\"font-weight: 400;\">If you&#8217;re looking to <\/span><a href=\"https:\/\/www.proprofsdesk.com\/blog\/choose-help-desk-software-for-smb\/\" target=\"_blank\" rel=\"noopener nofollow\"><b>choose help desk software for SMB<\/b><\/a><span style=\"font-weight: 400;\"> that&#8217;s cloud-based, then we might have the perfect solution for you.<\/span> <strong><em>ProProfs help desk is crafted with love and helps you get happier employees and delightful customers. <\/em><\/strong>Thousands of businesses like you trust ProProfs for its best-in-class features and awesome human support. You can check our <a href=\"https:\/\/www.proprofsdesk.com\/pricing\/\">affordable pricing plans<\/a> here.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Do you know what is common between a primitive tribal man living in the jungles of Africa and a modern entrepreneur sitting in his New York office?&nbsp; They both need the right tools to survive.&nbsp; From wooden spears to sophisticated business software, tools have rapidly evolved to reduce human efforts and improve efficiency.&nbsp; One such&#8230;<\/p>\n","protected":false},"author":14,"featured_media":31836,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[20],"tags":[534],"class_list":["post-31834","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-help-desk","tag-types-of-help-desk-software"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Types of Help Desk Software: Which One Is Best?<\/title>\n<meta name=\"description\" content=\"Explore the different types of help desk software, including cloud-based, self-hosted, and open-source options. Learn which one is the best for your business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/dev.proprofsdesk.com\/blog\/types-of-help-desk-software\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Types of Help Desk Software: Which One Is Best?\" \/>\n<meta property=\"og:description\" content=\"Explore the different types of help desk software, including cloud-based, self-hosted, and open-source options. 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