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CRM And Helpdesk Applications

Customer Relationship Management (CRM) and Helpdesk applications are both forms of software meant to improve customer assistance, manage client contacts, and improve overall customer experience. While they have certain similarities, they also serve different purposes and serve different functions. Let's take a closer look at each of them:

CRM (Customer Relationship Management) Applications

CRM application is intended to assist organizations in managing and nurturing their connections with current and future consumers. It offers a complete platform for storing customer information, recording interactions, and analyzing data in order to increase customer engagement and revenues. CRM software's key features include:

Contact Management

Storing and organizing customer contact details, interactions, and preferences.

Sales Automation

Managing leads, opportunities, and sales processes, often including features like pipeline tracking and sales forecasting.

Marketing Automation

Creating and managing marketing campaigns, tracking customer responses, and analyzing campaign effectiveness.

Customer Service

Managing customer inquiries, complaints, and support requests, often including ticketing systems.

Analytics and Reporting

Generating insights from customer data to make informed business decisions.


Integrating with other business tools like email, communication platforms, and e-commerce systems.

Popular CRM applications options include Salesforce, HubSpot CRM, Zoho CRM, and Microsoft Dynamics 365.

Helpdesk Applications

Helpdesk applications is specifically focused on managing customer support interactions and providing efficient assistance to customers. It is particularly useful for businesses that receive a large volume of customer inquiries, requests, and issues. Helpdesk applications typically includes:

Ticketing System

Managing customer issues through a ticketing system that tracks and prioritizes support requests.

Multi-channel Support

Allowing customers to contact support through various channels like email, phone, chat, and social media.


Automating repetitive tasks and routing tickets to the appropriate support agents or teams.

Knowledge Base

Providing customers with self-service resources like FAQs, articles, and tutorials to help them resolve issues on their own.

SLA Management

Setting and managing service level agreements to ensure timely resolution of customer issues.

Analytics and Reporting

Tracking support metrics, response times, resolution rates, and customer satisfaction.


Integrating with CRM systems, e-commerce platforms, and communication tools to provide a seamless customer experience.

Zendesk, Freshdesk, Jira Service Management, and Kayako are examples of popular helpdesk applications. Yes, those are indeed some common and popular helpdesk applicationsoptions. Let's delve a bit deeper into each of them:



Zendesk is a widely used helpdesk solution known for its user-friendly interface and robust features. It offers ticketing, automation, reporting, and multi-channel support capabilities. Zendesk also provides a knowledge base for self-service support and integrates well with other customer service tools.



Freshdesk, now known as Freshservice, offers a comprehensive suite of customer support and IT service management tools. It provides ticketing, automation, knowledge base, and multi-channel support, along with features designed specifically for IT helpdesk management.

Jira Service Management

Jira Service Management
Jira Service Management

Developed by Atlassian, Jira Service Management is known for its flexibility and scalability. Originally built for IT service management, it now caters to various industries. It offers features like incident and problem management, change management, automation, and a strong integration with Jira Applications for development teams.



Kayako is a customer service platform that focuses on delivering personalized customer experiences. It offers multi-channel support, ticketing, live chat, and self-service options. Kayako aims to empower support teams to provide efficient and proactive assistance to customers.

These helpdesk applications options vary in terms of features, pricing, and target audiences. When choosing a helpdesk solution, it's important to consider factors such as the size of your business, the volume of customer inquiries, the types of channels your customers use, your budget, and any specific integrations you require.

Keep in mind that the applications landscape can change over time, with new features and solutions being introduced. It's a good practice to evaluate the latest offerings and read user reviews to determine which helpdesk applications aligns best with your organization's needs and goals.

In certain circumstances, CRM and helpdesk features may overlap, particularly when it comes to handling customer contacts and support requests. Businesses frequently select solutions depending on their unique requirements, such as a focus on sales and customer relationship management (CRM) or effective customer service and issue resolution (helpdesk). Furthermore, some applications vendors provide integrated systems that combine CRM and helpdesk features to provide a comprehensive approach to customer management and assistance.