Integrator Help Desk Software Statistics 2021

By Ethan Ace, Published Nov 29, 2021, 10:58am EST (Info+)

Maintaining customer satisfaction often depends on the effectiveness of responding to issues and help requests, but what software do integrators use to help them in these tasks?

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To see how many integrators use helpdesk software and their preferred platforms, 180 respondents answered:

What software, if any, does your company use for help desk/support tickets? Why?

In this note, we examine statistics from integrator responses and examine the trends they reveal, the most commonly used helpdesk software, and compare them to 2018 results.

Most ******: ** **** **** ******** ****

***** **** **** ***-****** ** *********** use **** **** **** ********, ******* were ********* *** *** **** *********** used **** (**%) **** *** *** pick (***********, ~**%) ***** *** ****** of ******* ********* *********.

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*******, *** ***** ** *********** ***** no **** **** ******** *** ******* significantly***** *** **** ******, ***** **** **** ** *********** said **** **** ** ********, ***** ConnectWise *** ********* **** ~*% ** 12%.

Key ******

***** **** ******* *** ****** ** responses ** *** ********:

  • ** ******** ******
  • **** *** ***** *** ***** ********
  • *********** ********** ** ***** *********
  • ****** ******** **** ******
  • ****** ********* ******

No ******** ****

***** *-**-* *********** **** **** **** used ** **** **** ********. **********, integrators **** **** ****** ******* ******* issues ******** *** ***** ** *****, often ******* **** *** ******* **** lower ******* ******.

  • "****, *** ******** ******* ******** ***** the ******* ********. ** **** **** few *** **** ********* ***** ****. If ** *** **** ******* ** would ******** ***** **** ** ***** as **** ** **** ** *** for ****** ********** ****."
  • "** ** *** **** * **** desk ****** ** ***** ** **** requests *** ****** **** *** ***** or ******* *****."
  • "** ** *** **** *** ******** for ***** *******. *** ***** ***** are **** **** ** *** *********** person."
  • "** ***'* **** * ****** *** tickets. ** *** ******* ***** ******* to ***** ****** ***********/******* *********, *** only **** ** ******** ********** **** of **** ****** **** **** ** be ****** **."
  • "** ***’* *** *** *** **** is ******** * ***** **** ********** should ********* *** ** ***** ***** be **** ***** * ******* ****** here."
  • "** ***'* **** ******* ******* *** help **** *** ** ** **** 24/7 *********** ******* **** ** ******** to ********."
  • "*****, *** **** **** ********* ** handle, **** *** ********* **** ***."
  • "****. ** ****** **** ******* ***** personally."
  • "***** **** ** *******@... **'** * small ********."
  • "********* ** **** ***** *** ***** to **** *** ******* ************."
  • "** *** ***** *** *** **** to ****** *** **** ******* ***** over **** ******"
  • "****. * ***'* **** **** **** requests."
  • "** **** ****, ***** **** *** email"

Have *** ***** *** ***** ********

****** **** **** **** *** ****** not ***** * ******** **** *** their ***** *** ** **** *** in *** ******* ** *********** ****. Integration ** ***** ******* (*.*. *** or ******* **********) *** **** ********** seen ** *******.

  • "**** ** **** ****. * **** used ********, *******, *** **** *** versatility ** ***********. ******* ** * good **** *** ********** ** **** platforms *** ****** * *** ** great ******** **** ********* ******-** *** auto ******** ***** ** *** ********* need. * ******* *** ****** ** large **** ******* ** *** * system **** ****. **** **** ****** should ** *** ****** *** ***** to **** **** *** *****, ***** and **** *****. ***** **********, **** sure *** **** *** **** ** setup *** *** ******** ******** *** forwards ** ******* ******* ********* *************. Finally, ************* ** *** *** **** as **** ** *** *****. * have **** ****** *** *** * great ** ***** ****** *** *** format ** **** **** ** ********** to **** ** * ******* ** customers *** ** ********. * **** been ****** ****** ******** ** ****. I **** **, *** ****** * very ********* ******** ** *******, ******* it ***** * *** ** **** to *** ***** *** *******. ** didnt ***** *********** **** ***** ***'* last * **** **, *** ***** you **** ******* ******, ****, ****** details ** ******* *****. ***** ******* on * *** ******** *** ****** suggestions **** **** ******* *********** *******, or ******** **** ***** *** ** not **** ******** ****, *** ******** the ***** ** * **** *** it ***** ****** ** **** *** much ******** ** ****. * ***** look **** ** *****, *** ***** need ** ***** ******* *** ******* of ** **** ******."
  • "* ***'* *** *** *'** *** found *** **** * ***** ***** suit **** ******** *** * ***'* have **** ** ****** ******* **** of ********* *********"
  • "**** - *** *** *****, *** the ***** ******** ********** ***** *** taking *********."
  • "****, ****** **** ******* *** *** looking *** ************, ********** **** **** might ******* *** ** *** ***** applications ** ****"
  • "****, ** **** ********* **** ** can *** ** ** ******* ********** and ******** ************ *** * ********** price ***, **********, **** ******."
  • "**** **** *** ***** * **** one ***"
  • "****, *********** ** ******** ***"
  • "** *** ******* ** ******** ******* for *** **** ****."
  • "** ** *** ********* **** * solution *** ****."
  • "********* ******* *** ***"
  • "****, **** *************."

ConnectWise: ********** *********

******************* *** **** ******** ** *** individual ******** ******* ** ~**%. ** in ***** *******, ***** ********** *********** most ***** ******* *** *** *********** to ***** ******** ********* (*********, *********, time ********, ***.) ** *** **** advantage.

  • "***********. ***** ** ******* ** ******** for ******* *******, **** ****** ***** extremely ****. ** **** *** ***** remote ******* ******, ***** ** ***** integrated **** ***** ********** *** ******** keeper *** ******* *******. ** **** technical ******* **** ***** ***** *********** amount ** ****** ********, **** ***** the ********** ****** ******* ****** ** the ********* ******. **** ******* ********* on **** **** ****** ** ******* getting ******* **** *** ***** ** the *******."
  • "** ****** *** ******* ******** ******** for ******** ********* ******* ******. ****** for ********** ** ******** *** **********. Control ****** ****** *********** *** ****** troubleshooting ** ****** *******."
  • "**'** ***** *********** *** ********** - technician's **** *** *********, ************* *** hardware/software, ******** *******/**** ********, ********** ****, invoicing, ***. ** *** ** *** needed *********** ** ********* **** *** source."
  • "*********** ******. ** ***** *** ** it *** ****** **** ** *** operational ***** **** ** *******, ********, and ***********. ** **** ****** ** to ******* **** ***********, *********, ******* budgets, ***."
  • "*********** ********. ** ** ******* **** the ***** *********** ******** ** *** for ******** *************."
  • "******* **** - *** ***** - it *** * ****** *** ** assign **** *********, ******* ********** **** needed *** ***** ******* *********, ****** notes *** *** **** ***** ** ticket *********** ****** **********"
  • "*********** ** *** ********* ******** ** it ****** *** ***** ******* *** service *** **** ******* ** *****."
  • "*********** ****** ******* ******* *** ******** what ** **** ****."

Custom ******** **** ****** **** ***** *******

******-********* **** **** ******** *** ************* more ****** (~**%) **** ***** ***** of ******** ** **** ******** *******, and **** ******** ********* **** *** individual ******** ***** **** ***********.

  • "********** **** * ****** ******** **** 'iCare'. **** ** *** ******* ********."
  • "*** ** ***** ******* *** *** custom **** **** *** ******* ****** system."
  • "** ***** ****** ****** ****** ********** to *** ***"
  • "****** ***** ******* *** **** ********** inhouse *** ******** ***********"
  • "******** - ** ***** ******* ******"
  • "****** **** ********."
  • "*** ***** ********** ********"
  • "** ** ** ********** ***** ******"

Highly *********: ** ********* *********

******* ** ***** ****** ******* (***,***** **** ********,***** ******** ********) ********** ********* **** ****** *********, with ** ********* ******** ********* *********, along **** **** ********** ******** **-*****. However, ***** **** ***** ***** ** the ***** *****, ** ******** *** mentioned **** **** *****, **** **** mentioned **** ****.

***** ********* **** **** *** ********, in ***** ** *********:

*** ****** ** ********* ********* *** increased *********** ***** *** **** *******, where **** ***** ***** ******** ******** were *****, ********** *** ****** *** further *********, **** ** ***** "****" option.

Comments (1)

**** *** ** ******** ** **** next ********** *****.

**** ******* ********** | * *** take ** **** ********

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