Help Desk Software Resources

How do I start with LiveChat? What do I need to do to add it to my website?

At Freshdesk we believe in empowering YOU our customers to be able to provide seamless customer support across multiple channels. Inclusive of the traditional support channels like email and phone, Freshdesk also allows you to provide support via the following channels 1. Twitter 2. Facebook 3. Chat 4. Support Widgets (Web-Form) 5. In-App (Mobi-Help) 6. Communities (Forums and Knowledge base)

Help Desk solutions enabling employee self-service for password resets and policy lookups is another question that fits more naturally under service desk and ITSM tools than under G2's Help Desk category, but the products below show up there and have reviews that speak directly to employee self-service.

• Jira Service Management: Employees describe raising IT tickets and tracking them end to end without chasing anyone over email. The tradeoff is that request forms can ask for more detail than a simple issue really needs, and how well self-service works depends heavily on how the organization configured the portal.
• Freshservice: Reviewers specifically call out the self-service portal and knowledge base as letting employees resolve common issues, like password resets, on their own instead of opening a ticket at all. Deeper reporting on how self-service is actually being used is a recurring ask.
• BoldDesk: The knowledge base and customer portal are cited as letting people find answers on their own before a ticket ever gets opened. Setup for the basics is quick, though advanced portal customization and workflow routing take real trial and error.

For anyone who has rolled out self-service to employees, did it actually cut ticket volume, or mostly just change which questions people asked? And how much of that success came down to the software versus how well the knowledge base itself was written?