Help desk software with project management capabilities does more than handle support tickets. It combines customer support with tools like task tracking, team collaboration, scheduling, and resource planning. This means that support agents and project teams can work from a single platform.
A reliable project management help desk software works to reduce delays, improve accountability, and streamline internal workflows. Whether you're managing (information technology) IT issues or launching new features, this all-in-one setup ensures nothing is missed.
However, selecting the right one can be cumbersome with so many options available. This comprehensive guide will help you understand what to look for and how to choose the right one for your team.
Help desk and project management solutions come with different features, which impact their functionality. The following are among the most common features found in these platforms:
Ticketing And Request Tracking
Help desk project management software lets teams log, assign, and track support tickets easily. Users can set priorities, attach files, and monitor progress. It ensures no request is missed and allows faster customer response by routing tickets to the right department. This feature keeps the entire ticket lifecycle organized within a single system.
Task And Project Tracking
With project management help desk software, teams can create internal tasks, set deadlines, and assign responsibilities to team members. Everything is visible in one place, making it easy to keep projects moving and prevent delays caused by miscommunication.
Knowledge Base Integration
Help desk software supports knowledge base integration. Therefore, instead of answering the same questions repeatedly, agents can link customers to helpful articles from a built-in knowledge base. Simply put, this self-service capability helps reduce the number of repetitive tickets. It also allows teams to update or write articles directly, ensuring that information remains relevant for both users and staff.
Collaboration Tools
Most help desk and project management platforms come with built-in chat, comment threads, and file-sharing. Teams can discuss tickets, share updates, or upload documents, all within the same platform. This collaboration enhances response time and ensures everyone stays aligned, particularly across remote teams.
Automation And SLA Management
Using help desk project management, admins can create rules to auto-assign tickets, escalate overdue requests, and enforce SLA timelines. For instance, if a high-priority ticket remains unattended for two hours, it gets flagged. This automation ensures service levels are maintained without manual tracking.
Reporting And Analytics
Dashboards in these platforms make it easy to see how many tickets are coming in, how quickly responses go out, and how tasks are progressing. This kind of visibility helps managers spot delays, rebalance workloads, and keep things running smoothly without guesswork.
Integration Capabilities
Top project management help desk solutions connect with tools your team already uses. For example, it can connect with Outlook to schedule follow-ups or integrate with GitHub to link support tickets to dev tasks. These integrations eliminate silos, bringing your support and operations into a streamlined workflow.
Here are top platforms that combine help desk and project management features in one place:
1. Zendesk + Asana
Zendesk offers a user-friendly, intuitive help desk platform with AI-powered tools and omnichannel ticketing. When combined with project management apps like Asana, it enhances task tracking and team collaboration.
2. Freshdesk With Freshservice
Freshdesk is renowned for its easy-to-use help desk features and automation capabilities. Paired with Freshservice, an IT service management tool, it provides AI-powered automation, asset management, and a unified workspace, ideal for scaling IT and customer support operations efficiently.
3. Zoho Desk With Zoho Projects
Zoho Desk combines omnichannel ticketing with AI assistance (Zia) to streamline customer service. Integrated with Zoho Projects, it supports task management and collaboration within a single ecosystem. Designed for businesses of all sizes, Zoho offers advanced analytics, guided conversations, and self-service options to boost usability.
4. Spiceworks Help Desk
Spiceworks offers a free, cloud-based help desk built for IT teams. It lets you track, prioritize, and respond to tickets from one place. With custom ticket views, user portals, and email integration, it’s easy to manage internal requests. You can assign tasks, set due dates, and monitor progress, making it useful for handling both support and project work.
5. Teamwork Desk
Teamwork Desk focuses on delivering simple, organized ticket management with built-in collaboration tools. It integrates tightly with Teamwork Projects, enabling seamless tracking of customer issues alongside project tasks. This improves cross-functional team communication and workflow efficiency.
6. ClickUp
ClickUp is a versatile platform that combines help desk and project management in one. It allows teams to manage tickets, tasks, docs, and goals within a single hub. Known for its high customization and real-time collaboration, the platform scales well for teams that need a unified workspace with powerful workflow automation.
7. Wrike
Wrike integrates help desk functions with project management to provide a comprehensive tool for customer support and task delivery. It stands out for its real-time collaboration, customizable dashboards, and advanced reporting, making it suitable for teams wanting detailed insights and workflow automation.
8. SysAid
SysAid is an IT service management suite featuring help desk ticketing, asset management, and automation. It is scalable for enterprises, offering customizable workflows, AI-powered ticket routing, and self-service portals. SysAid helps improve service efficiency with detailed analytics and multi-channel support.
Choosing the right tool depends on several factors. Here's how to pick the best fit:
Define Must-Have Vs. Nice-To-Have Features
Start by listing the features your team cannot work without, such as ticket routing, task tracking, or integrations. Then add features that would be helpful but aren't essential. This keeps you focused while comparing tools. A project management help desk software should meet daily workflow needs first, then offer extras like analytics or live chat only if they add real value.
Set A Budget And Consider User Limits
Every tool charges differently, per user, per month, or by feature tier. Before choosing help desk project management software, know how many people will need access now and in the next year. Hidden costs, like add-ons or storage upgrades, can sneak in. Select a plan that suits your budget without compromising your team's ability to work efficiently.
Take Advantage Of Free Trials
Most help desk and project management software platforms offer a free trial. Use this time to test real scenarios, assign tickets, run a report, or create tasks. Involve support agents and project leads to gather feedback from actual users. This hands-on testing helps you avoid surprises later and makes sure the system fits your team's daily routines.
Check User Reviews And Support Options
Look at recent reviews to see how the tool performs in real-world scenarios. Watch for complaints about bugs, poor support, or limited customization. A strong project management help desk solution should offer live chat, email help, or a knowledge base for users. Don't just focus on star ratings; read actual feedback from companies of similar size and needs.
Ensure It Scales With Your Growth
Your team might be small now, but things can change fast. Choose a help desk platform with project management that grows with you, more users, more tickets, and more integrations. Make sure there are no hard limits on storage or team members. Scalable tools save you from having to switch platforms later and keep your workflows intact as you expand.
Here are the key benefits of using a combined help desk and project management solution for your team:
- Improved Cross-Team Communication: Support and project teams work in a single shared space, ensuring updates, comments, and tasks are not lost. Everyone sees the same info and knows who's doing what
- Centralized Data And Task Visibility: Tickets, tasks, and project updates all live in one dashboard, ensuring visibility across the board
- Faster Issue Resolution: When support teams can assign issues directly to project teams, fixes occur more quickly. No need for back-and-forth emails as everything's linked and clear inside the same system
- Reduced Software Switching: Using a single project management help desk solution means teams don't waste time switching between apps. All work, from support tickets to internal projects, stays in one tool
- Better Reporting And Accountability: With shared reports, it is easy to track who resolved what, how long it took, and where delays happen. This improves accountability and helps managers fix process issues faster
Can I use project management tools as a help desk?
Most can't handle tickets or SLAs, but some project management help desk software combines both features in one tool.
What's the difference between help desk and project management software?
Help desk tools manage customer support; project management tools handle tasks and deadlines. Some platforms offer both in one.
Do small businesses need both in one tool?
Yes, using help desk and project management software saves time, reduces costs, and simplifies workflows for small teams.
Are there any free tools that offer both help desk and project tracking capabilities?
Yes, some tools offer free plans with basic support and task features, ideal for startups or small teams.
Which software is best for IT support teams managing internal projects?
Look for project management help desk software, such as Jira or Freshservice, that supports automation and internal ticket tracking.