“Helpdesk software allows businesses to resolve customer queries and concerns by managing tickets from receipt all the way to resolution.
It’s merged with wiki software and internal collaboration tools like Atlassian’s Confluence or Microsoft Sharepoint, but it’s really in a league of its own.įirst, it helps to understand that help desk software is a customer ticketing system. One of the main reasons why people get these two categories mixed up is because help desks often come bundled with knowledge base software (take Zendesk Guide or Intercom Articles).Īlso, standalone knowledge base software is a relatively new – but important – category. It’s better to get it right from the beginning. You might waste your time, or invest in something that it’s very costly or impossible to back out of. There’s a risk of ending up with software that doesn’t actually do what you need it to do. So why might you need to know the difference between help desk and knowledge base software? Software classification is a little organic in that there is a lot of overlap between the different products. If you search by product category (such as Knowledge Management or Customer Support) on the review sites such as Capterra or GetApp, then these products are often mixed together in the same category. Knowledge bases are often confused with help desk software, and these two types of software actually do very different things. Customers now expect companies to provide self-service support, which they usually achieve using a self-service knowledge base.
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