Best helpdesk software that integrates with Gsuite

Best helpdesk software that integrates with Gsuite

For business of various types and sizes, using multiple forms of technology has become necessary for sustenance well as profit making. Along with different types of standalone software applications, these companies also resort to using IT service desk solutions. Also known as help desk services, the advantages of such platforms cannot be overlooked by the businesses. The major advantages include enhanced agent efficiency, running cost control, better customer retention and revenue growth. While buying such helpdesk software, a few aspects have to be analyzed. The integration support of the solution for various web based apps and software have to been assessed. It makes sense to invest in a helpdesk application that has support for Gsuite integration.

Why Gsuite integration in helpdesk tool is important?

The helpdesk tool chosen for a company needs to have support and integration with specific software and web services. These integrations are important for facilitating smoother workflow, resource sharing between the teams and enhancing workflow. Nearly all businesses need to use productivity suites nowadays. There was a time when standalone license based software like MS Office suites were used extensively in corporate sector. While such software still sell in big numbers, rise of online and cloud based suites have made things better for smaller businesses. A lot of small and midsized businesses use cloud based productivity services like Gsuite.

The advantages of using Gsuite are numerous. You get access to a range of web based services and tools like Google Drive, Google Doc, and other Google products- all under one umbrella. For businesses using Gmail, it makes all the more sense to use Gsuite. The fact that most GSuite tools and services are very easy to use makes things easier for the employees. It is also quite affordable for the SMB users. Google Cloud Platform is also quite secure and its users include giants like Verizon, HP and Whirlpool.

For these reasons, it is beneficial to choose Gsuite for your business needs. Make sure, the helpdesk tool you choose has robust integration options for this suite.

Top helpdesk tools that offer Gsuite integration

Listed below are the top helpdesk software solutions that integrate with Gsuite, some of these have both free and paid versions while others have affordable packages for business users.

• Happyfox

Happyfox is not exactly ideal for small business with tight budgets or for those companies looking for free helpdesk solutions. However, the midsized ventures often prefer it over other options. HappyFox has the starting price of $29 a month for each user. You will need some time to set it up but after that, the operation is smooth. Apart from Gsuite, Happyfox can easily be integrated with a number of software as well as web services. It is compatible with Twilio, a web based business-grade telephony service to handle voice calls. Other major integration choices include SurveyMonkey and SurveyMonkey.

In ticket management capabilities, the tool is a winner. Tickets can be generated either from email or directly in the app. There are some nifty ticket related automation features too. The smart apps of this solution can also be used to assign and manage tickets. The provision to help agents evade share common tickets is handy.

HappyFox scores fairly well when it comes to including features for knowledgebase and self service portal creation. It comes with customer feedback section. You can actually create separate portals for the workforce and customers of the company.

The software dashboard is great for monitoring helpdesk activities and the analytics features are quite robust. The report engine is handy it lets you generate customized widgets too.

• Kayako

Kayako is among those helpdesk apps that suffered from a not so user friendly UI but it has got a nice revamp. It has plans starting from $20 and Gsuite integration is supported. Other integration choices include Zapier and Salesforce.

It may not be the most feature laden and best help desk software but certainly deserves a try. The app supports multiple customer interaction modes and automated agent assignment.

Report generation is simpler and there are parameters that you can set for creating custom reports. Reports can be exported in CSV format. The Insights page which looks like a dynamic dashboard lets you have a glimpse at helpdesk operations without hassles. The users can resort to various cloud VoIP vendors. Security options are good with Single Sign-On capability and there is IP address whitelisting for the agents. Social media login options are there. Kayako lets users develop custom apps through an API.

• Freshdesk

Freshdesk has always been a popular choice in helpdesk tools and it has many packages to cater to needs of various types of businesses. The new UI is fresh looking and the customization features are very good. There are 5 plans and the starter is free. The paid packages are also priced competitively.

The notification option in the customer support software is pretty useful and it can be customized. The agents can benefit from a handy chat toggle switch in the UI. Freshdesk offers seriously impressive ticket handing features and automation capabilities are also very good. Tickets can be assigned, merged, linked and tagged in a jiffy. Freshdesk’s social stream is quite useful and these can be deployed to generate tickets easily. The agents can revert to such posts directly from app UI, if they wish so. The suite has a nice automated response system which is a bit complex but works without glitches. Agents can be assigned tickets based on their skills.

Freshdesk's reporting features are good and they will fulfill needs of most users. It also integrates with Gsuite and many other cloud services really well.

• Zoho Desk

Zoho Desk is idea for those companies that want a feature rich and well performing helpdesk suite that costs a fraction of most other rivals! The entry level plan is free and even the top tier plan offers amazing value for money. The added benefit is users can access the company’s wide range of online productivity tools and services.

Installing and setting up the suite is a breeze and customization does not require much time or technical acumen. Zoho Desk offers good ticket management features. The customer service portal can be used to raise tickets or you may use social media services too. The company has packed in a nifty customer satisfaction dashboard in the suite which is useful for assessing agent performance. In fact, there are other dashboards to assess team performance.

Integration options include Gsuite and Zoho CRM among other services. The auto-snippet in the app is a time saving feature using which the agents can respond to client emails within a few seconds. Another useful feature in the suite is the Agent Collision. The suite also has a robust support portal creation section. Its knowledge base system is easy to use and flexible. It is possible to set up different portals using the suite. Reporting is available and the options are quite user friendly.

Summing it up

There are plenty of ticketing software that support Gsuite integration. You have to analyze business needs and budget well before selecting one. Ideally, you can try a few of them before shelling out licensing fee.

Vaishali Gopi is an enthusiastic Digital Marketer who has keen interest towards customer support management and related stuff and voices about it frequently.