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Best Help Desk Software

Help desk software adds an autonomous ticketing system that lets the customers register their complaints. In addition, built-in storage of helpful tips or instructions provides an instant support solution to most issues. They are skipping the need to contact an executive. The best part of the help desk system is the smart routing of inquiries to specific departments for better solutions. The tracking and reporting of the inquiry status get much easier as well. Needing seamless integration of a help desk ticketing system into your current network? Just go through the below list of the best help desk software :

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Rankings updated: Jan 29, 2026
164 Software

List of Top Help Desk Software

  • ManageEngine ServiceDesk Plus

    4.5 4 Reviews Verified

    ManageEngine ServiceDesk is a robust and comprehensive help desk software that helps businesses of all sizes manage their customer support operations more effectively. With ManageEngine ServiceDesk, you can track customer tickets, manage ... read more about ManageEngine ServiceDesk Plus

    ManageEngine ServiceDesk Plus Reviews

    ManageEngine ServiceDesk Plus is a fully-featured comprehensive help desk software that includes a core helpdesk and IT management application. reviewed by: Sarah Carlson
    Entry Level Price
    $10.00 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    • 24x7 Support
    Training
    • In-person
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Case Studies
    • Whitepapers

    Reviews
    What User‘s Say
    Powerful platform
    Janine Walton, Senior Accounting Manager at Worldwide Express
    While it's a piece simple for non-IT experts, ManageEngine is by the by a vigorous assistance work area stage
    Daniela Rocio Carrasco Cayambe at Licencias OnLine
    ManageEngine to the Rescue
    Tom Parker, Support Desk Analyst III at B Riley Financial
    Review Summary
    ManageEngine ServiceDesk Plus has completely transformed the way it provides services. The asset management module is incredibly detailed and user-friendly. Moreover, reporting tools are powerful, providing clear insights into team performance.
    Janine Walton
    Janine Walton, Senior Accounting Manager at Worldwide Express

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo
    Available Packages
    Standard
    $10.00 Per Month
    Visit website

  • SuperOps.ai RMM

    5.0 8 Reviews Verified

    SuperOps.ai is a future-ready, unified PSA-RMM platform for fast-growing MSPs. Powered with the goodness of AI and intelligent automation, SuperOps.ai is packed with all the features and tools that a modern MSP ... read more about SuperOps.ai RMM

    SuperOps.ai RMM Reviews

    SuperOps has been an incredibly efficient and well-designed tool that has streamlined our remote management tasks. reviewed by: Gary B.
    Entry Level Price
    $89 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    5% in Help Desk Software

    Key Details
    Industries
    • Computer-software
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person

    Reviews
    What User‘s Say
    SuperOps has become an essential, intuitive platform that powers 90% of my daily work tasks efficiently.
    Aaron C.
    Switching to SuperOps from N-able N-Central has been a refreshing and highly productive experience.
    Matthew I.
    SuperOps is a highly efficient and user-friendly platform
    Thomas S.
    Review Summary
    My experience with SuperOps has been excellent, as it now handles the majority of my daily workload. The intuitive interface, quick search capabilities, and dashboard tabs make navigation and task management simple and efficient—much better than other services I’ve used. Migrating devices, tickets, and workflows into SuperOps was incredibly smooth, taking less than a day to complete. Features like the runbook and approvals process have drastically reduced repetitive tasks, turning multi-step email processes into single-click actions. Additionally, the customer support team is responsive and proactive in keeping me updated.
    Aaron C.
    Aaron C.

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Standard PSA Only
    $89 Per Month
    Standard RMM Only
    $109 Per Month
    Pro Unified Basic
    $149 Per Month
    Super Advanced
    $179 Per Month
    Visit website

  • LiveAgent

    5.0 20 Reviews Verified

    LiveAgent is a comprehensive help desk and live chat software that streamlines all your customer interactions into an integrated, hybrid ticketing system where everything is easily accessible and manageable. LiveAgent harnesses the ... read more about LiveAgent

    LiveAgent Reviews

    LiveAgent is very reliable, and I never had any bad experience with them, especially when it comes to customer service. reviewed by: Jeroen van Gils, Founder & CEO at LiFi.co
    Entry Level Price
    $15 Per Month
    Free Trial
    30 Days
    Pricing Type
    Per User
    22% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management
    • AI Features

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Apparel-fashion
    • Automotive
    • Banking
    • Business-supplies-equipment
    • Civic-social-organization
    • Commercial-real-estate
    • Computer-software
    • Consumer-electronics
    • Consumer-goods
    • Consumer-services
    • Entertainment
    • Events-services
    • Facilities-services
    • Financial-services
    • Food-beverages
    • Fundraising
    • Government-administration
    • Health-wellness-fitness
    • Hospital-health-care
    • Hospitality
    • Human-resources
    • Information-technology-services
    • Insurance
    • Leisure-travel
    • Logistics-supply-chain
    • Luxury-goods-jewelry
    • Marketing-advertising
    • Media-production
    • Nonprofit-organization-management
    • Package-freight-delivery
    • Political-organization
    • Real-estate
    • Retail
    • Staffing-recruiting
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars
    • On-Site Training

    Reviews
    What User‘s Say
    Good service
    Ahmad Falah, CEO at Pros Onsite Locksmith
    A great all-in-one platform
    Magdalena Markov
    25/7 in the air!
    Milica Taleva
    Review Summary
    LiveAgent is a powerful, all-in-one help desk solution that offers a range of features to streamline customer support. With its omnichannel approach, it integrates email, live chat, phone support, social media, and more into one unified platform, making it easier to manage communication across different channels. One of its standout features is the real-time live chat functionality, which enhances response time and improves customer satisfaction.
    Ahmad Falah
    Ahmad Falah, CEO at Pros Onsite Locksmith

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Small
    $15 Per Month
    Medium
    $29 Per Month
    Large
    $49 Per Month
    Enterprise
    $69 Per Month
    Visit website

  • Faveo Helpdesk

    4.8 9 Reviews Verified

    Faveo Helpdesk is an advanced customer support and ticketing software built to help businesses manage queries, automate workflows, and deliver exceptional customer experiences. Designed for startups, SMBs, and enterprises alike, Faveo offers ... read more about Faveo Helpdesk

    Faveo Helpdesk Reviews

    Excellent Help Desk for Business reviewed by: Parashuram Singade
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Banking
    • Education-management
    • Food-beverages
    • Hospital-health-care
    • Hospitality
    • Information-technology-services
    Licensing & Deployment
    • Open Source
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • Support Days
    Training
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars

    Reviews
    What User‘s Say
    A complete tool
    Osvaldo Cal
    Faveo Helpdesk is the best Ticketing system.
    Amar Nanware, Linux System Administrator at Savitribai Phule Pune University
    Good tool with a lot potential
    Marc Massar, Founder & IT specialist at Blocksoftware.nl
    Review Summary
    Faveo is an end-to-end helpdesk solution, with the ability to add features over time, the system is constantly being updated, this generates a reliable and friendly product. In my opinion and use I am totally satisfied.
    Osvaldo Cal
    Osvaldo Cal

    Packages
    Pricing Type
    • Free
    Preferred Currency
    • INR (₹)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page

    Integration
    Integrated With
    • WhatsApp
    • Cisco AnyConnect
    • openLDAP
    • Telephony
    • LimeSurvey
    • Productivity Suite
    • Facebook
    • Instagram
    • twitter
    • 3CX
    • azure active directory
    • Slack
    • CSS
    • Line
    • adhoc approval
    • JS
    • Vonage Communications
    • chat
    • redaction
    Visit website

  • UseResponse

    5.0 4 Reviews Verified

    Useresponse is a Help Desk platform trusted by businesses of all sizes, from startups to Fortune 500 companies. It's known for its reliability, scalability, and affordability. Useresponse offers a wide range of ... read more about UseResponse

    UseResponse Reviews

    Great Exeperience reviewed by: Wowdesk Inc at Wowdesk Inc
    Entry Level Price
    $1490 Per Year
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    25% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Computer-network-security
    • Computer-software
    • Consumer-services
    • Financial-services
    • Information-technology-services
    • Internet
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Reviews
    What User‘s Say
    UseResponse is a cloud-based customer support solution with an ideas management tool that provides a support to manage all your requests in one inbox.
    Thalia Stevenson
    Good service level and support
    Kim Hanks, CEO/ Co-Founder at Whim Hospitality LLC
    Excellent feeback management software supported by the right team!
    Dmitry Martinkevich, Product owner, COO, Co-founder at BearDev (sport software)
    Review Summary
    Its brilliant self-contained helpdesk system, has finally gotten the networks I manage and the users under control. Our clients are happy with the level of support we give them and it is all positive with this solution.
    Thalia Stevenson
    Thalia Stevenson

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $1490 Per Year
    Visit website

  • Vision Helpdesk

    5.0 2 Reviews Verified

    A robust all-in-one multi-channel ticket management software that allows users to centralize all their customer conversations via phone, chat, email, web portal, Facebook, and Twitter. Convert your business email, phone, chat social ... read more about Vision Helpdesk

    Vision Helpdesk Reviews

    Vision Helpdesk is a leading customer service software that helps all sizes of businesses by providing nice options to manage various channels. reviewed by: Virginia Bishop
    Entry Level Price
    $12.00 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    25% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Case Studies

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page
    Available Packages
    Standard
    $12.00 Per Month
    Visit website

  • GoDesk

    5.0 1 Review Verified

    Give your customers the answers they want; quicker than ever before with GoDesk. The ideal email support tool for startups and SMEs. GoDesk is packed full of powerful features that let your ... read more about GoDesk

    GoDesk Review

    GoDesk is an all-in-one, very short, and crisp customer tool that lets agents work more productively. reviewed by: Russell Dunn
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Per User
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    Knowledge Base
    • Help Guides
    • Blogs
    • On-Site Training

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • GBP (£)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page Get Free Trial
    Visit website

  • HelpDesk

    HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific ... read more about HelpDesk

    Entry Level Price
    $4 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Dashboards
    • Email Integration
    • Escalation
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Ticketing Management

    Key Details
    Industries
    • Information-services
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Blogs
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $4 Per Month
    Visit website

  • Hesk

    5.0 1 Review

    HESK is a help desk software solution that's scalable for business growth. It can handle any number of tickets, from a few dozen to thousands per day. And it can be easily ... read more about Hesk

    Hesk Review

    Hesk is a free open-source help desk software system that enables client partners to resolve clients’ queries. reviewed by: Harley Kim
    Entry Level Price
    $39.95 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Computer-software
    • Hospitality
    • Information-technology-services
    • Internet
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $39.95 Per Month
    Visit website

  • Solarwinds Web Help Desk

    SolarWinds Web Help Desk is an affordable Help Desk ticketing and asset management software. Affordable Help Desk Ticketing and Asset Management Software. It provides features like automating ticket management, centralizing knowledge management, ... read more about Solarwinds Web Help Desk

    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Live Chat
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • Whitepapers
    • On-Site Training

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Quote Based
    • One-Time Payment
    Vendor pricing page
    Visit website

  • osTicket

    5.0 1 Review

    osTicket documentation is the comprehensive guide to using osTicket, a popular open-source help desk software solution. It covers everything from installation and configuration to ticket management and reporting. The documentation is well-written ... read more about osTicket

    osTicket Review

    osTicket is a widely used help desk and ticket management solution for all sizes of companies. reviewed by: Eden Dinwiddie
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Accounting
    Licensing & Deployment
    • Open Source
    • On Premises
    • Windows
    • Mac
    Support
    • Email
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Preferred Currency
    • USD ($)
    Vendor pricing page
    Visit website

  • SysAid

    SysAid next-gen Help Desk software: a comprehensive platform with generative AI baked into every element of service management, all wrapped up in an intuitive, fully conversational user experience. Empowering organizations to deliver ... read more about SysAid

    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Per User
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Dashboards
    • Interaction Tracking
    • Live Chat
    • Multi-Channel
    • Response Template
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Blogs
    • Webinars
    • Podcasts
    • Ebooks
    • Infographics

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial

    Integration
    Integrated With
    • Jira
    • Teamviewer
    • Anydesk
    • AWS IoT Greengrass
    • Microsoft 365
    • Microsoft for Teams
    • Nagios Core
    • Zapier
    • Azure Machine Learning
    Visit website

  • Happyfox

    4.3 3 Reviews Verified

    Meet HappyFox, a practical help desk, and customer support software solution. All-in-one help desk ticketing system that provides faster and better support for your customer services. Reduce chaos and bring order to ... read more about Happyfox

    Happyfox Reviews

    Happyfox is a practical help desk and customer service software that helps to track and manage all customer support requests across multiple channels. reviewed by: Bailey Romero
    Entry Level Price
    $29 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Facilities-services
    • Financial-services
    • Human-resources
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Infographics

    Reviews
    What User‘s Say
    A free package tailored to meet the needs of small enterprises
    Keith Eneix, President at RenewSkin Co.
    One of the most affordable help desk software for your business.
    Liz Hutz, Co-Owner at Cash Home Buyers NC
    Review Summary

    We RenewSkin Co. use Happyfox. The interface is friendly to users and is simple to operate. Ticket management, automation, and reporting are just some of the features. Integration with several well-known tools, including Shopify, Salesforce, and Zapier. Provides service across several channels, including email, chat, social media, and the phone. There are not many choices available for personalizing the user interface. It's possible that some users will find the reporting capabilities to be too simplistic. Plans with higher prices give users access to more advanced capabilities, such as the ability to create bespoke workflows.

    Keith Eneix
    Keith Eneix, President at RenewSkin Co.

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Available Packages
    Starter
    $29 Per Month
    Fantastic
    $59 Per Month
    Enterprise
    $79 Per Month
    Enterprise Plus
    $99 Per Month
    Visit website

  • Groove

    5.0 3 Reviews Verified

    Groove is a cloud-based help desk software for small businesses. It helps companies to communicate with their customers via email, live chat, social media, and phone calls. Key features include ticketing, live ... read more about Groove

    Groove Reviews

    Great easy-to use email tool for customer-facing teams reviewed by: Andrew Reese
    Entry Level Price
    $16 Per Month
    Free Trial
    7 Days
    Pricing Type
    Flat Rate
    34% in Help Desk Software

    Features
    • Analytics & Reporting
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Ticketing Management
    • AI Features

    Key Details
    Industries
    • Consumer-services
    • Hospital-health-care
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Email
    • Chat
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • On-Site Training

    Reviews
    What User‘s Say
    Easy, Organized, Streamlined
    Taylor Liddle, Partnerships Manager at at Popular Pays
    A great sales tool that my team couldnt live withou!
    Ben Robinson
    Review Summary

    I am pleased my company switched over to Groove. Ever since we made the switch it's been really easy and streamlined to set up Groove flows to automate my reach out emails. I love the organization features and being able to see what reminders I've set for myself. I also like how it's easy to customize what information I want to save to SalesForce. Groove makes it a lot easier to do my job and keep my email organized and working hard for me.

    Taylor Liddle
    Taylor Liddle, Partnerships Manager at at Popular Pays

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $16 Per Month
    Visit website

  • Zoho Desk

    4.4 8 Reviews Verified

    Zoho Desk is a unique help desk software built on a unified platform with other Zoho products, such as CRM, project management, and communication tools. This makes it easy for businesses to ... read more about Zoho Desk

    Zoho Desk Reviews

    With real-time insights tracking, I can know how customers feel about the support reviewed by: Alvin Wei, Co-founder and CMO at SEO Ant
    Entry Level Price
    $7 Per Year
    Free Trial
    15 Days
    Pricing Type
    Per User
    25% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Dashboards
    • Email Integration
    • Live Chat
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-services
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Reviews
    What User‘s Say
    Very helpful tool to manage our daily business
    Stärkung von Führungskräften durch Digitalisierung: Verbesserung der operativen Exzellenz at reinstil GmbH & Co.KG
    One can easily set up customer problems as a ticket and manage them efficiently
    Rakshit Panchal, Marketing Specialist at Sydney Digital Agency
    Zoho Desk is a context-aware help desk software designed to help businesses of all sizes manage customer service.
    Madison Woods
    Review Summary
    We use Zoho Desk to efficiently manage customer inquiries for our quality management software, https://flowdit.com. The intuitive and organized dashboard provides a comprehensive overview of all inquiries, allowing us to easily track and assign them to the appropriate account manager. Additionally, technical issues can be seamlessly assigned to our developers through the Jira integration, ensuring that tasks are directed to the right team members and handled effectively.
    Anonymous
    Stärkung von Führungskräften durch Digitalisierung: Verbesserung der operativen Exzellenz at reinstil GmbH & Co.KG

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    EXPRESS
    $7 Per Year
    STANDARD
    $10 Per Year
    PROFESSIONAL
    $17 Per Year
    ENTERPRISE
    $20 Per Year
    Visit website

  • Jira Service Desk

    Jira Service Desk is a full-featured service desk platform designed to provide solutions for ITSM (IT Service Management) and customer service. IT teams utilize the software to deliver end-to-end services to their ... read more about Jira Service Desk

    Entry Level Price
    $10 Per Month
    Free Trial
    7 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Multi-Channel
    • Ticketing Management

    Key Details
    Industries
    • Consumer-services
    • Financial-services
    • Human-resources
    • Information-technology-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page
    Available Packages
    Standard
    $10 Per Month
    Visit website

  • Salesforce Service Cloud

    4.6 2 Reviews

    Salesforce Service Cloud is a unique help desk software because it is part of a comprehensive customer relationship management (CRM) platform. This makes it easy for businesses to manage their customer interactions ... read more about Salesforce Service Cloud

    Salesforce Service Cloud Reviews

    Salesforce Service Cloud is a unified platform to automate service processes, for making your customer journey more efficient. reviewed by: Margot Pierce
    Entry Level Price
    $25 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    25% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Escalation
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Ticketing Management

    Key Details
    Industries
    • Computer-software
    • Financial-services
    • Hospital-health-care
    • Information-technology-services
    • Internet
    • Management-consulting
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $25 Per Month
    Visit website

  • Freshdesk

    4.3 33 Reviews Verified

    Freshdesk (a product of Freshworks Inc.) is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. Freshdesk unifies channels, conversations, AI capabilities, customer insights, and advanced ticketing into ... read more about Freshdesk

    Freshdesk Reviews

    Freshdesk is a cloud-based help desk solution that enables businesses to manage client inquiries reviewed by: Kevin Turner, Founder and CEO at The Grilling Master
    Entry Level Price
    $0 Per User
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Education-management
    • Financial-services
    • Hospital-health-care
    • Hospitality
    • Leisure-travel
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar

    Reviews
    What User‘s Say
    By the help of this platform lot of our time is saved
    George Kollias, Head of Content Marketing at LearnWorlds
    Freshdesk help businesses track and analyze key metrics
    Jordan Farrar, Owner/Director at Akoca SEO
    Freshdesk boasts an incredibly user-friendly interface that facilitates ease of navigation
    Nazmul Hasan, Founder and CIO at AI Buster
    Review Summary

    At LearnWorlds, we use FreshDesk. We have been using this software for almost 10 years. FreshDesk supports an omnichannel functionality that combines ticketing software, calls, and chats under the same account.

    George Kollias
    George Kollias, Head of Content Marketing at LearnWorlds

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial
    Available Packages
    Freshdesk (Growth)
    $29 Per Month
    Freshdesk Omni (Pro)
    $79 Per Month
    Freshdesk Enterprise
    $119 One-time
    Email & Ticket Pro
    $55 Per Month
    Visit website

  • Zendesk Support

    4.5 16 Reviews Verified

    Zendesk is a unique help desk software because it offers a wide range of features and integrations, making it a highly customizable solution for businesses of all sizes. Zendesk also provides a ... read more about Zendesk Support

    Zendesk Support Reviews

    Zendesk's intuitive design makes it easy for our team to navigate reviewed by: Joosep Seitam, Co-founder and Chief Content Strategist at Adsellr
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Live Chat
    • Multi-Channel
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • 24x7 Support
    Training
    • In-person
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • On-Site Training

    Reviews
    What User‘s Say
    The platform offers a high degree of personalization in managing workflows
    Diana Stepanova, Operations Director at Monitask
    Cloud-based customer service platform with an intuitive and user-friendly interface
    Jessica Carrel, Co-founder at Any Software Tools
    Zendesk helps us to manage customer support inquiries easily
    Matt Bailey, Founder and Lead Instructor at SiteLogicMarketing
    Review Summary

    Our company, Monitask, has been utilizing Zendesk Support as our primary ticketing software for close to two years now. We handle various inquiries and provide technical support to our customers using this software daily.

    Diana Stepanova
    Diana Stepanova, Operations Director at Monitask

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • EngageBay

    4.8 13 Reviews Verified

    EngageBay is a simple, affordable, all-in-one marketing automation software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation ... read more about EngageBay

    EngageBay Reviews

    My handy business tool. reviewed by: Eric F Montera
    Entry Level Price
    $12.74 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    10% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Live Chat
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Computer-software
    • Consumer-services
    • Education-management
    • E-learning
    • Higher-education
    • Information-technology-services
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • Documentation
    Knowledge Base
    • Support
    • Video
    • Blog

    Reviews
    What User‘s Say
    Engage Bay has allowed us to automate our brand’s marketing processes which enables us to save time
    Lucia Jensen, CEO at WeLoans
    EngageBay - A Revolutionary all-in-one system
    Crypto13
    EngageBay An Impossible dream - Realized...
    Jo Marian Lumayag
    Review Summary

    We WeLoans have been using Engage Bay since the company started, and it has helped us identify new opportunities, ensure customers are satisfied, and convert our webpage visitors, among other solutions. Engage Bay is the CRM software we use in our company once a week to track our marketing, support, and sales team. In addition, Engage Bay streamlines tracking customer details by allowing us to store unlimited contacts that help us build strong relationships with our clients.

    Lucia Jensen
    Lucia Jensen, CEO at WeLoans

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo
    Available Packages
    Standard
    $12.74 Per Month

    Integration
    Integrated With
    • Zapier
    • Xero
    • mailgun
    • Mandrill
    • Postmark
    • SendGrid
    • PieSync
    Visit website

  • ProProfs Help Desk

    4.2 10 Reviews Verified

    ProProfs Help Desk is a cloud-based help desk software solution designed specifically for small businesses. It offers many features, including Ticket management, a Knowledge base, a self-service portal, Live chat, Reporting, and ... read more about ProProfs Help Desk

    ProProfs Help Desk Reviews

    ProProfs Help Desk is wonderful reviewed by: Prabodh Ray, ceo at raja rani coupon
    Entry Level Price
    $30 Per Month
    Free Trial
    15 Days
    Pricing Type
    Flat Rate
    40% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Consumer-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Training
    • In-person
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Reviews
    What User‘s Say
    ProProfs is an Easy and perfet Tool for Each off you
    Mohit Pupu, ceo at Dear lottery
    ProProfs Help Desk best
    ABHISHEK TIWARI, seo at tsc
    ProProfs Help Desk is Simple, Fast, Reliable
    Manish Kumar, Lottery Sambad Ticket Seller In Kolkata at Lottery Sambad Pvt. Ltd.
    Review Summary
    I’m the founder dear lottery of and have been using ProProfs for a few months—it’s been a game-changer for my workflow. The platform is intuitive, seamlessly integrating training, knowledge management, and customer support tools in one place. Creating online quizzes and courses is effortless, even without technical expertise, and the customization options are a great advantage. The live chat and help desk features have significantly improved my customer service process. However, I wish the advanced reporting offered more detailed insights. Overall, ProProfs is an excellent all-in-one solution for businesses and educators. ProProfs Help Desk Review Features Used: Help Desk Software, Customer Service Software Duration of Use: 5 Months Usage Frequency: Weekly Pricing: Mid-tier What I Like Most
    Mohit Pupu
    Mohit Pupu, ceo at Dear lottery

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Premium
    $30 Per Month
    Visit website

  • Intercom

    4.3 5 Reviews Verified

    Intercom's Help Desk Software offers a unique conversational support experience that allows businesses to interact with customers in real-time through chat and messaging. Intercom is known for its messenger-first approach to customer ... read more about Intercom

    Intercom Reviews

    I will highly recommend it due to its ease-of-use and great compatibility. reviewed by: Daniela Sawyer, Founder at FindPeopleFast
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Email Integration
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Response Template

    Key Details
    Industries
    • Education-management
    • Financial-services
    • Hospital-health-care
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • On-Site Training

    Reviews
    What User‘s Say
    Intercom uses powerful messaging and automatic to give a better experience and faster answer to your customers.
    Michael Hudson
    Highly recommended!
    Malte Scholz, Co-Founder at Airfocus
    Suitable for small businesses
    Momchil, Marketing Manager at Codegiant
    Review Summary
    I have been using it in my business. Have all the options to use and everything is streamlined. Really a great support platform with a very friendly design and really good internal support. It allows me to respond and update from anywhere. Nice ticket application and support.
    Michael Hudson
    Michael Hudson

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo
    Visit website

  • ngDesk

    5.0 4 Reviews Verified

    ngDesk, is a free cloud business CRM solution and it supports industries like financial sector, Information technology services, educational sector, insurance sector and etc. It provides different kinds of solutions like ticketing, ... read more about ngDesk

    ngDesk Reviews

    Free All-In-One Ticketing Platform reviewed by: Kumar Mukesh
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Infographics

    Reviews
    What User‘s Say
    ngDesk is a help-desk software that combines automated alerting and ticket management for the entire customer support process.
    Rusty Williamson
    Best easy-to-use ticketing system
    Spencer Dev
    ngDesk, Free cloud business software
    Bikram Roy
    Review Summary
    Wonderful software!! this is the best help desk solution I’ve ever used. Our staff just loved it. all the available features in this software are amazing and multi-channel communication, live chat, real-time chat and proactive chat are very nice. It is well-suitable for all sizes of businesses.
    Rusty Williamson
    Rusty Williamson

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Quote Based
    • Free
    Vendor pricing page
    Visit website

  • Genesys

    4.5 4 Reviews Verified

    Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across ... read more about Genesys

    Genesys Reviews

    Solid products with good support, and the clout behind them to keep developing. reviewed by: Kristopher Kauth
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Per Feature
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Accounting
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar
    • On-Site Training

    Reviews
    What User‘s Say
    Genesys is a suite of cloud- services that enable companies to deliver a personalized experience that makes life easier.
    Anthony Horton
    Great Call Center phone systems
    Richard Oberle
    Genesys Cloud - all the technology and know-how under one roof!
    Robert Wakefield-Carl
    Review Summary
    Nice and very helpful solution. This suite has made my life at work so much easier. Super-fast to submit a ticket, I can input plenty of information, plus I can see all updates. customized domain, knowledge base, and self-service portal. Overall, it is a cool tool that makes it easier to track your work.
    Anthony Horton
    Anthony Horton

    Packages
    Pricing Type
    • Per Feature
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page Download Pricing Document
    Visit website

  • Tidio

    5.0 3 Reviews Verified

    Tidio makes advanced customer support automation accessible to businesses of any size—without the usual technical barriers. It merges live chat, help desk, issue ticketing, chatbot automation, and AI agents into one cohesive ... read more about Tidio

    Tidio Reviews

    Tidio is a multifunctional customer experience solution with live chat and chatbot functions that enable to actively generate more leads and sales. reviewed by: Halle Stone, Operations Manager
    Entry Level Price
    $0 Per Month
    Free Trial
    7 Days
    Pricing Type
    Flat Rate
    20% in Help Desk Software

    Features
    • Customer Review
    • Customization
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multilingual
    • Response Template
    • AI Features

    Key Details
    Industries
    • Banking
    • Business-supplies-equipment
    • Computer-games
    • Computer-software
    • Consumer-electronics
    • Consumer-goods
    • Consumer-services
    • Cosmetics
    • Financial-services
    • Gambling-casinos
    • Health-wellness-fitness
    • Higher-education
    • Restaurants
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Center
    • Youtube
    • Developers
    • Case Studies
    • Blog
    • Academy

    Reviews
    What User‘s Say
    Great AI chatbot
    Anonymous
    One of my favorite apps to use!
    Crystal Diaz
    Review Summary
    Used Tidio for an ecommerce client to automate his customer service. Tidio's pricing plan was very clear, and we liked how the sales rep explained everything. We came for the affordability, but stayed for the quality. Incredible.
    Anonymous
    Anonymous

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document
    Available Packages
    Starter
    $29 Per Month
    Growth
    $59 One-time
    Plus
    $749.00 Per Month
    Premium
    $2999 Per Month

    Integration
    Integrated With
    • Zendesk Sell
    • Zendesk Support
    • HubSpot CRM
    • Salesforce CRM
    • Shopify
    • Wordpress
    • WooCommerce
    • Zoho Desk
    • WhatsApp
    • Instagram
    • ActiveCampaign
    • Adobe Commerce
    • Agile CRM
    • Brevo
    • Drupal
    • Drupal Commerce
    • Ecwid
    • Google Analytics
    • Klaviyo
    • Omnisend
    • Zapier
    Visit website

  • OneDesk

    5.0 3 Reviews Verified

    OneDesk software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. ... read more about OneDesk

    OneDesk Reviews

    OneDesk is an enterprise-level solution that combines help desk and project management software into a single application. reviewed by: Anonyms User
    Entry Level Price
    $11.99 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Hospital-health-care
    • Marketing-advertising
    • Nonprofit-organization-management
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinars

    Reviews
    What User‘s Say
    OneDesk is a help desk and project management software that delivers exceptional helpdesk support and manages daily tasks easily.
    Rolf Madron
    The project management software encompasses the entire project lifecycle .
    Mellisa Raznicov, Sales Manager
    Review Summary
    I just love this software. This tool helps me a lot every time I need it works as it should and has the most needed features. It is a perfect product for an enterprise company. It gets better and better with each update. Entering new tickets is also very easy.
    Rolf Madron
    Rolf Madron

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo
    Available Packages
    Standard
    $11.99 Per Month
    Visit website

  • ConnectWise Control

    5.0 3 Reviews Verified

    ConnectWise Control is a Fast, flexible, and secure Remote Desktop and mobile support solution. It is a cloud-based solution that offers a variety of features that make it easy to connect to ... read more about ConnectWise Control

    ConnectWise Control Reviews

    Great Product reviewed by: Matt Winyard
    Entry Level Price
    $29 Per Year
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    25% in Help Desk Software

    Features
    • Alerts
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • SLA

    Key Details
    Industries
    • Computer-software
    • Human-resources
    • Professional-training
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar
    • On-Site Training

    Reviews
    What User‘s Say
    ConnectWise Control is a self-hosted remote desktop that allows you to instantly connect to and remotely control devices for fast access & support.
    Marlon Stokes
    Great product
    Matt Winyard, Computer Aided Design Engineer at Winyard Engineering Ltd
    Review Summary
    Just a phenomenal tool. I have been waiting for such a system for a long time. It is very appreciated that it integrates easily with other software. This tool gives relevant professional capabilities. Its remote device control, cross-platform, and mobile device access features attracted me a lot.
    Marlon Stokes
    Marlon Stokes

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    • 14 Days Trial
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    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
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    Standard
    $29 Per Year
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  • Planio

    5.0 3 Reviews Verified

    Save time, meet deadlines, and deliver projects on time with the web-based project management app, Planio. Easy to install and with zero setup costs, the project management tool is ideal for startups ... read more about Planio

    Planio Reviews

    Highly efficient, flexible, and versatile Project Management tool but there’s scope for improvement. reviewed by: Anonyms User
    Entry Level Price
    $21 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    10% in Help Desk Software

    Features
    • Analytics & Reporting
    • Dashboards
    • Email Integration
    • Ticketing Management

    Key Details
    Industries
    • Construction
    • Human-resources
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Email
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blogs

    Reviews
    What User‘s Say
    Tool that is highly adaptable, fully comprehensive, and simple to use.
    Anonymous User
    Great tool for managing projects as well as clients .
    Jemma butler , Free Lancer
    Review Summary
    Initially this tool was quite a headache to learn and execute, keeping it maintained as it was difficult to manage projects working on the previously used tools as well as on Planio. Once the project was fully executed on Planio it definitely took some time but we count that as an experience period where we learned the tool and mid-way nothing was hindered. Now that we have been using it for the last few weeks, it has worked like magic. It surely is an up-gradation and the work is now way more organized and everybody knows exactly what to do and when to get done with. It tracks everything keeps the team updated and solves all the basic queries that a person could potentially get.
    Anonymous User
    Anonymous User

    Packages
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    • Yes
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    • 30 Days Trial
      (Credit card required)
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    • Monthly Payment
    • Quote Based
    Vendor pricing page
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    Standard
    $21 Per Month
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  • LiveChat

    4.5 3 Reviews Verified

    LiveChat is a powerful and easy-to-use help desk software that helps businesses of all sizes provide great customer support. With LiveChat, you can chat with customers in real-time, answer their questions, and ... read more about LiveChat

    LiveChat Reviews

    LiveChat is one of the most efficient and easy-to-use help desk software for my business. reviewed by: Steven Walker, CEO at Spylix
    Entry Level Price
    $16.00 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Computer-software
    • Education-management
    • Information-technology-services
    • Internet
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Webinars

    Reviews
    What User‘s Say
    LiveChat is an online customer service software that lets you communicate with your customers in real time.
    Ryan Trivett
    I'd recommend it for the small businesses.
    Scott Steward, Founder & CEO at Hi Collectors
    Review Summary
    Great system, and I am very much happy to come in contact with this help desk system. because it works as it should. It has excellent tools like live chat support, automated response, Pop-up chat, and mainly, in-app messaging. Very nicely designed and the perfect solution for service tickets.
    Ryan Trivett
    Ryan Trivett

    Packages
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    • Flat Rate
    Free Version
    • No
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    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $16.00 Per Month
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  • Apptivo

    4.3 3 Reviews Verified

    Apptivo is a cloud platform of integrated business apps designed for companies of all shapes & sizes. Manage nearly any business task using Apptivo's Apps, from sales & marketing, to billing & ... read more about Apptivo

    Apptivo Reviews

    Apptivo simplifies our process of managing all the needs of our company reviewed by: Radu Tyrsina, CEO & Founder at Windows Report
    Entry Level Price
    $10 Per Month
    Free Trial
    30 Days
    Pricing Type
    Per User
    10% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Interaction Tracking
    • Live Chat
    • Multilingual
    • Ticketing Management

    Key Details
    Industries
    • Construction
    • Education-management
    • Human-resources
    • Information-technology-services
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Reviews
    What User‘s Say
    Apptivo is a powerful help desk system that allows support agents to interact with customers, follow-ups and resolve queries.
    Gavin Dolton
    Apptivo CRM is the most robust software you will come across, which helps you grow your business.
    Maria A. McDowell, Founder at EasySearchPeople
    Review Summary
    Fantastic experience, this help desk solution has plenty of features. This has made my life at work so much easier. Initially, I had some problems with it but after reaching out to the customer support team, my issues got resolved.
    Gavin Dolton
    Gavin Dolton

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Standard
    $10 Per Month
    Visit website

  • Front

    4.3 3 Reviews Verified

    Front is a customer operations platform that enables teams to streamline communication and deliver exceptional service at scale; 8,000+ businesses choose Front for every customer conversation. Front's personalized customer conversations feature allows ... read more about Front

    Front Reviews

    A front is a ticketing software better than help desk software that helps in managing my emails easily, effectively and smoothly. reviewed by: Austin Bowman
    Entry Level Price
    $9.00 Per Month
    Free Trial
    7 Days
    Pricing Type
    Flat Rate
    17% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Multi-Channel
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Computer-network-security
    • Computer-software
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    Knowledge Base
    • Help Guides
    • Webinars
    • Case Studies

    Reviews
    What User‘s Say
    It helps us in managing our workload and respond quickly to customer requests
    Davin Joseph, CEO at My Enamel Pins
    As an ecommerce store, we have found that the Front software is the best help desk solution for our type of business.
    Patrick Crane, CEO at Love Sew
    Review Summary

    Our company My Enamel Pins uses Front as our Help Desk Software, and we’ve been using it for about a year now. When it comes to the overall pros and cons of the software, I will give Front a rating of 5 in most areas. Our team finds that the ease of use is top-notch; tasks such as ticketing, automation rules, SLA tracking, and more are very intuitive. The features & functionality have also made us really productive - there are email view customization options, intelligent notifications & time-tracking features which boost efficiency. We never experience any major issues with Front since their amazing support team is always there for us whenever needed! It’s also cost-effective given its wide range of pricing plans, so we get great value for money from Front. And finally, integration with other systems was a breeze - once on-boarded, everything ran smoothly without any hiccups!

    Davin Joseph
    Davin Joseph, CEO at My Enamel Pins

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 7 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $9.00 Per Month
    Visit website

  • Teamwork Desk

    5.0 2 Reviews

    Teamwork Desk is customer-centric helpdesk software that lets you put people first. It gives you all the features you need like shared inboxes, help docs, priority tickets, collision detection, canned responses, customer ... read more about Teamwork Desk

    Teamwork Desk Reviews

    We love it’s friendly interface reviewed by: Zarar Ameen, CEO at CANZ Marketing
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Live Chat
    • Multilingual
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Free
    Vendor pricing page
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  • SAP CRM

    5.0 2 Reviews

    SAP is a reliable customer experience and CRM solution well known for its efficiency and impactful results. The integrated sales force automation facility of SAP helps in building quality sales leads to ... read more about SAP CRM

    SAP CRM Reviews

    The best part is that automated data entry is possible reviewed by: Lorie Carson, Founder at RealPeopleFinder
    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Dashboards
    • Email Integration
    • Knowledge Base
    • Ticketing Management

    Key Details
    Industries
    • Accounting
    • Information-technology-services
    • Logistics-supply-chain
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
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    • Help Guides
    • Video
    • Blog
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    • On-Site Training

    Packages
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    Free Version
    • No
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    • 7 Days Trial
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  • Kayako

    4.5 2 Reviews

    Kayako's helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations through any channel. Support customers better, and stay personal as ... read more about Kayako

    Kayako Reviews

    Kayako is a unified customer service platform that integrates various support channels such as email, live chat, and phone calls. reviewed by: Zoe Davison
    Entry Level Price
    $30 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    34% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Case Studies

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $30 Per Month
    Visit website

  • HubSpot Help Desk

    4.5 2 Reviews

    HubSpot's Help Desk Software is a cloud-based help desk software that helps businesses of all sizes provide better customer support. With HubSpot's Help Desk Software, you can track and manage customer tickets, ... read more about HubSpot Help Desk

    HubSpot Help Desk Reviews

    You can get everything you need to get started for free with hubspot. reviewed by: Adam Ng , Founder & CEO at Trusted
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Management-consulting
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • Case Studies
    • On-Site Training

    Packages
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    • Free
    Preferred Currency
    • USD ($)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
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Buyer’s Guide

Buyer’s Guide to Help Desk Software

Acquiring new customers for business growth is essential, but more than that, retaining present customers is equally important. If you don't ensure the satisfaction of your present customers, they can leave bad reviews for your products and services, and that can even fail your best-proven marketing strategy. Especially in this age where people are highly active on social media, it just takes seconds to spread anything negative about services/products/brands and spoil the reputation of a business.

As quoted by Sam Walton (The Founder of Walmart) - “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”

To sustain and grow your business, it becomes important to ensure that you are providing efficient and flawless customer support. Whether it is before or after sales, customers prefer exceptional and instant services at zero or low cost.

A help desk software helps the customer support team is speeding up the process of handling customers' queries and complaints and ensuring their satisfaction. But, there is more to the help desk than just solving the issues of the customers. This buyer's guide to help desk software would throw some light on the basics to the detailed aspects of the help desk solutions, helping you to select the best one for your business.

What Is Help Desk Software?

Help Desk software system is a tool that empowers the customer support team to respond to customers and internal staff queries by managing support tickets starting from receipt until resolution. It is also known as helpdesk ticketing software, which includes a wide range of applications and systems. Whether a consumer needs to replace a pair of shoes just delivered or wants to troubleshoot their internet connection, help desk system software makes it easy for the customer support teams to help their customers quickly.

Why Does My Company Need Help Desk Software?

You have set up your business, have advertised effectively, and earned a decent amount of business. Is that enough? If you want to get ahead of your competitors by providing the same quality and price in your products and services, you need to provide extraordinary customer service. The below-mentioned factors can justify how a help desk software system can help you in providing exceptional services to your customers.

Company Size

Several small and medium-sized companies don't have a separate customer service department. In that case, the employees, including engineers, developers, managers, operation executives, etc. need to solve the queries of the customers besides their own core jobs. This affects the quality of customer services and their overall performance. The help desk software system allows employees to respond to the queries of the customers quickly and, at the same time, ensure that their roles in the company do not suffer.

Maintaining Professionalism

If you have launched a product or service that is too technical and your customers need help to understand it & to use it, they are going to approach you with a plethora of questions and suggestions. In this case, a help desk system software helps you in answering all the customers' queries without missing even one. These queries and suggestions are extremely useful in unearthing new ideas for the products or services you provide, ultimately enhancing the quality of your services.

Centralizing Information

In business, you are constantly having conversations with your customers about the products & services you provide. Moreover, you also require information from your sales, service & operation departments, and a help desk software system allows you to centralize all this information about the customers, their queries, and the solutions provided. This would save a lot of time whenever you need to access the required information.

Importance of Customer Experience

Regardless of the size, type, and sector a business belongs to, customer experience is the most important factor that can decide the success or failure of an organization. Advertising and promotions can help you in grabbing the attention of your customers and prospects, but the experience you would be providing them would help you in retaining them for a more extended period. Not communicating at the right time, or not providing the right solutions to your customers can encourage them to move to your competitors and also ruin your hard-earned reputation. A help desk system software can ensure flawless customer support and long-lasting relationships with your customers.

Monitoring Customer Support

Using help desk software, you can record the communication your customer support representatives are having with your customers. It can even monitor the resolution time period, customer satisfaction, and the performance of your customer support agents. This helps in improvising the services, eliminating the flaws in the services, if any, and streamlining the entire process, enhancing the overall quality of your customer services.

What Does A Help Desk Software Do?

Managing Customer Requests Efficiently

An organization might be selling several products and services. Handling complaints, queries, and requests for all the different product lines would be a difficult job if done manually. A help desk software system allows customer support representatives to access all the customer queries from a centralized location, assign tickets, and ensure the resolution of those queries within a specific timeframe.

Creating a Knowledge Base

The experience of one customer support agent can be of help to another. Moreover, these customer support representatives work in shifts, and talking to a different representative every time a customer calls and explains the problem, can be a daunting task for the customer. A help desk software creates a knowledge base of the customers' queries and conversation records helping the customer support representatives to address those queries flawlessly.  

Analyzing Performance

A help desk system software stores the information that helps in analyzing the performance of the customer support agents, and their conversation with the customers. This allows you to eliminate all the flaws you have in your processes, improve the quality of your products and services, which leads to exceptional customer satisfaction and growth of the business.

How Did Help Desk Software Come Into Use?

In the 20th century, businesses used to rely mostly on face-to-face interactions to resolve the queries of the customers. The customers used to visit the company's office or store to get their problems relating to the product resolved or acquire the service. During this century, there were many technological changes experienced, and one of them was a mainframe computer. At that time, the customers used to communicate their problems using the telephone, and the customer service agents used to record those issues using mainframe computers and then address those issues through relevant channels.

In the 1960s, the companies began setting up call centers and training staff to record and handle customer queries in a systematic manner. This was also the era of interactive voice response. During this time, the customers started registering their problems through email and sending inquiries through the form. The customer service agents also used to answer customer queries through email.

After the internet was made officially available for public use in the 1980s, many companies started outsourcing their customer service department. In the 1990s, the use of email and live chat systems increased, and due to that, US companies started outsourcing their help desk jobs to the companies in India and the Philippines. The real use of help desk software came into use in the 2000s, when the companies applied different kinds of help desk software solutions. At present, the massive use of the internet and networking systems has made help desk software systems much more interactive due to which communication has been easier between the customers and the agents. The customers can now easily submit and track their queries using help desk software.

How Does A Help Desk Software Help In Simplifying Your Customer Service?

The customers need timely & perfect services, and help desk software solutions can simplify your entire process of providing perfect services to your customers. The below-mentioned aspects justify the fact that a help desk software can simplify the customer service processes in your organization -

Accurate Information

When your customers are contacting you for any kind of information about your products and services, you are supposed to provide the right answers for the first time itself. Through help desk software solutions, you can give access to your customers to the online tutorials and guides, helping them to get the right answers for their queries easily. 

Ticketing System

The helpdesk ticketing system allows you to assign a particular query of a customer to a specific agent. That helps in following a quick & professional communication process, without any confusion.

Timely Response

A help desk software allows you to access all the information about the customers’ queries at your fingertips. This helps you in providing timely responses and serving your impatient customers efficiently.

Prompt Problem Solving

If you take several days to resolve the problem of a customer, it might not be healthy for your business in the long run. The help desk software centralizes all the information that helps you to solve the problems of your customers promptly.

Past Records

The help desk software solutions are capable of storing all the conversations that a customer has with the customer care agent. This helps the service agents to access the information about the solutions provided in the past to the customers, and solve similar queries arising in the future easily.

What Are The Different Types Of Help Desk Solutions?

Customer Service Help Desk

A customer service help desk focuses on solving the queries of the current and prospective customers of a business organization.

IT Help Desk Software

An IT help desk software is for supporting end-user, support teams, and IT admin staff. Whether it is accessing a tutorial, or resetting a password, an IT support help desk can solve the issues of the users.

Business Help Desk

Besides IT, there are other departments in an organization like HR, finance, operations, etc. The business help desk can help employees to post their queries relating to their leaves, salary, etc.; similarly, the finance professionals and the stakeholders can post their queries relating to accounts payable, expenses, etc., and acquire help from respective departments.

What Is The Difference Between A Help Desk And Service Desk?

Many business entrepreneurs, analysts, and consumers believe that there is no major difference between a help desk and a service desk. But, there is a difference in terms of their process, and functionality as given below -

A help desk is designed to help customer support teams to provide solutions to the queries of the customers. Whereas a service desk is the communication center on which the customers, employees, and stakeholders can rely for acquiring the services.

A help desk focuses on providing answers to queries, whereas a service desk focuses on delivering the services. A service desk covers aspects like problem management, change/configuration management, service requests management, and knowledge management. Moreover, a help desk covers aspects like ticket management, self-service, communities, and forms.

What Are The Current Market Trends Of Help Desk Software?

Multiple Communication Channels 

The customers use multiple communication channels like email, phone, live chat, social media, etc., to report their complaints or ask a query for the product or service they have purchased. Providing proactive customer support through multiple communication channels has become a key to keeping your clientele happy.

Self-Service

The customers now prefer to find the information on their own instead of having to contact a service representative for help. Due to this reason, many customers now prefer to use FAQs and an online knowledge base to solve the queries relating to the products and services they have purchased. Precisely, self-service has become a major aspect that can help in providing excellent customer experiences. 

Cloud Computing

The cloud-based help desk software also known as online help desk software can help organizations to leverage better, cheaper, and quicker customer support. These online help desk solutions are highly scalable and provide access to information from anywhere, including mobile devices. There are no hardware or maintenance costs associated with these SaaS-based help desk software systems. Due to these advantages, the online help desk software is currently in demand and is being applied by several organizations in the service industry.

What Are The Must-have Features Of A Help Desk Software?

A help desk support software works based on the features and the target users. Here are some must-have features you need to look for in your help desk software.

Ticketing Management

Ticketing management is the core feature of help desk software. A helpdesk ticketing software helps in recording and organizing customer complaints and requests in the form of tickets. These tickets are then assigned to specific customer support representatives. The helpdesk ticketing system displays the information about which ticket is assigned to which representative, and all the communication associated with it.

Mode of Contact

There are multiple ways through which the customers contact an organization's help desk like phone, email, social media, live chat, etc. Many help desk solutions support multiple channels of contact. In contrast, some simply can integrate them so that it becomes easy for the customer representatives to solve the queries of the customers.

Knowledge Base

The help desk support software can compile customer queries, questions, and feedback into FAQs and how-to tutorials. This allows you to free up your agents in case the customer requires the information available in the knowledge base. Moreover, you can provide 24/7 support to your customers through the knowledge base.

Automation

The help desk platforms can automate routine and predictable tasks like filling up forms, converting emails to tickets, assigning tickets to representatives, etc. Also, it can notify the managers and representatives about the resolved and pending tickets without any human effort.

Dashboard

The dashboard in a help desk software system allows customer support representatives, and managers to view the important information like pending tickets, complaints received & resolved the overall performance of the customer support agents, and many more aspects that can show the current situation of the customer support in an organization.

Tickets Escalation

Some of the help desk solutions provide a feature known as ticket escalation where a customer support agent can assign the ticket to a higher authority in case he/she is not able to resolve the complaint, or the query is too difficult to handle. This helps in quick and accurate problem-solving and satisfying the highly demanding customers. 

Reporting & Analytics

The help desk system solutions can provide important information like frequent customer complaints, minimum time taken in solving an issue, customer preferences in terms of products and services, and many more aspects, which can be the significant source of market insights enabling higher conversions. By using help desk software, this vital information can be converted into attractive reports which can be highly useful for the managers, supervisors, higher authorities, and even business stakeholders.

How To Evaluate The Best Help Desk Software?

Deploying a new help desk software system means you are investing a huge amount of money and time. Moreover, if it doesn't turn out to be the right one as per your business requirements, it can be a major setback for your business. So, here are some important factors that you need to consider before you select help desk software.

Decide Based on your Business Requirements

Before you decide on your business requirements, you need to ask yourself questions like 

  • What is the age of your business? 
  • Who is your target audience?
  • Which communication channels would your audience prefer the most?
  • In which customer support tasks do you need the automation?

And many more such questions, which can help you in deciding your business requirements. After that, you can select help desk software that has features capable of helping you overcome your business challenges.

Consider your Budget

While you are purchasing the help desk support software, you need to consider your budget also. Not everything expensive is good. Sometimes, you can find exceptional features in free and open-source help desk software, which you can even customize as per your business requirements. So, if you have a budget constraint, you can go for free help desk software; otherwise, a paid software within your budget and including the features you require can be your choice.

Check Scalability & Integrations

As your business grows, you would want your help desk support software also to scale and provide additional features. Moreover, you are already using many other applications in your business, which you would like to integrate with your help desk software to provide additional functionality. So, you just need to check that the help desk management software you have selected is scalable enough to grow with your business, and also can integrate with the other software tools you are using in your business like CRM, marketing automation software, email marketing software, etc.

Trial Before Purchase

Many help desk system solutions provide a specific trial period before you make a purchase. Ask your customer support team to explore all the functionalities of the help desk tracking software you have chosen within the trial period, evaluate its benefits and shortcomings, and then decide on investing in it.

How Much Does A Help Desk Software Cost?

The price of the help desk system solutions depends on two factors - the number of users and the type of features. In case you have a limitation in your IT spend, you can go for free helpdesk software like Faveo Helpdesk, Zoho Desk, Spiceworks, and many more free helpdesk software tools. 

If these tools do not include the features you are looking for, depending on your investment budget, you can consider a help desk software system with a minimum cost like OfficeAmp worth only $1/month or with a maximum cost like NTR Cloud for Help Desk worth $804/year. If you are not comfortable with monthly or yearly subscriptions, you can also go through the details of the help desk tools requiring one-time payment like HelpDesk 3, which is worth $39 and Sitehelpdesk, which is worth $800.

For more options, you can go through the complete list of help desk system solutions intricately curated by the Goodfirms’ team.

How To Ensure Successful Launch Of A Help Desk Software?

Once you have invested in help desk software, it becomes important that your customer service department uses it. Your employees might be reluctant to change, as they need to come out of their comfort zone initially to learn using the help desk tracking software. To make the most out of your investment in help desk management software, it becomes necessary to make your employees embrace the new technology seamlessly.

Make everyone in the organization aware of the launch of new help desk software through email with the advantages of using it. After making them aware, you can call out a meeting and explain to the users about the process of how the help desk management software system would work and gel with the current process of managing customers. Also, organize your team and assign tasks relating to using the software to each team member. This would make them feel accountable and enthusiastic about this new change in the organization. A new user training or demo of the software would help your employees adopt the new help desk system easily and help you achieve the goal of providing impeccable customer service to your clients.

What Are The Upcoming Trends In Help Desk Software?

The customer support software industry is experiencing a transformation with the use of smart applications to fulfill the demands of the customers' high expectations these days. Although it remains static that the customer support agents are using customer support ticketing software to solve the queries of their customers, the changing aspect is the use of intelligent technologies in the making of help desk systems these days. So, here are some upcoming trends that are predicted to lead the future of the customer support software industry -

Personalization

Neither all customers are the same, nor are their requirements. They approach with their multiple queries at times, and all they need are personalized solutions. The help desk system software providing personalized approaches and suggestions is likely to close customer queries quickly and provide ultimate satisfaction to them. For example, sending personalized suggestions about the services you offer based on the customers’ previous purchases from your company can also help in up-selling your services.

Artificial Intelligence & Machine Learning

Artificial Intelligence & Machine Learning are being used almost everywhere these days, and the help desk is no longer an exception. With chatbots and intelligent search features, the help desk software system has enhanced the user experience and ease of providing prompt services to the customers. Many organizations have already executed AI & ML in their help desk processes to provide customer support that is one step ahead of what their competitors are providing. Very soon, AI and ML-powered customer support software solutions will become indispensable in the help desk industry for better decision-making in incident management and demand planning.

Proactive Customer Service

Gone are the days when the customer service agents used to wait for the customers to lodge a complaint or query about the products and services they have purchased. Now, the customer support agents need to initiate and offer help to the customers before they even ask for it. If you require to go a step further by amazing your customers with the help before they even ask for it, your customer support ticketing software needs to include functionalities that can support this trending approach of proactive customer service. For example, sending an automated email to the customer asking if they need to service their car after six months of availing the service.

IoT (Internet of Things)

IoT devices contain sensors that can generate real-time data and send that data over several devices. This real-time data can help customer support teams to address issues before they become problems for their customers. Attending to the data coming from the devices can enable companies to leverage high-quality customer experiences and foster deeper relationships with them. For example, if a customer reaches out for a battery failure in an IoT-enabled smart device, the customer support agent is already equipped with the basic information about that failure due to the real-time data transfer. This refrains customer support agents from asking repetitive questions to the customer, which saves time and adds to a better problem-solving experience.

Why To Refer Goodfirms' List Of Help Desk Solutions?

Here are a few points that can support your decision to rely on Goodfirms' list of best HelpDesk software.

  • Goodfirms follows the practice of listing software used in different business sectors after a thorough research process based on the latest technologies and trends
  • This list of software and tools by Goodfirms includes in-depth details with authentic reviews given by the users who have already used these tools
  • Goodfirms is consistently expanding the software listing categories and authentic reviews due to which it has been able to gain the trust of many companies located worldwide

Conclusion

Customers are becoming more demanding day by day, and also they have the power to make or break your business. A single bad experience of your product or service can provoke them to raise their voice against your brand. They can easily rate and review your business over a plethora of social media platforms available these days. That means your customers can speak about your brand anytime and anywhere. Thus, it becomes important to execute the right help desk management software. Besides quality & price of your offerings, extraordinary customer support also plays a major role in taking your business to the next level.

We hope that this buyers’ guide to help desk software can help you in selecting the right software sufficing the needs of your business. Still, if you have any queries, you can contact us as our support team would be happy to help you.

Frequently Asked Questions

What is the Help Desk Ticketing System?

A help desk ticketing software or customer support software solution collects, prioritizes, tracks, records, solves, and manages all customer help desk interactions from various channels. It is a centralized system that provides all customer support agents a 360-degree view of customer conversation with previous agents, the current status of the query and historical data to understand customer issues for better resolution.

What is a Multi Channel Help Desk?

Multi channel help desk unifies customer interactions on all channels and provides agents with a unified interface where they can see all current and previous interactions with the customer. Multichannel support systems integrate, prioritize, and categorize all queries from channels such as emails, phone calls, website support, live chat support, Facebook, LinkedIn, Twitter, etc.

How AI-enabled Help Desk Software Enhances Customer Experience?

AI-enabled help desk software uses intelligent chatbots, machine learning, NLP (Natural language processing) to offer customers an intuitive and interactive self-service experience. It increases the accuracy and speed of query processing and resolution. Focused on query's 'intent,' artificial intelligence-powered help desk systems have capabilities to resolve customer queries round the clock. It automates complex backend workflows and acts as a personal assistant for the human customer support agent. It provides companies the scalability to serve more customers in less time.

How Secure is the Customer Data with Help Desk Software?

Help Desk software deploys multi-layer security options, encryptions, and continuous monitoring of systems to ensure that users, agents, and organizations get a hassle-free service experience an interruption-free working operations. The data integrity and security of the system are maintained at all levels with robust measures for cybersecurity.

Can I Integrate Help Desk Software with Other Tools?

Yes, most of the prominent help desk software solutions integrate seamlessly with CRM software, marketing automation tools, email marketing tools, live chat software, contact management software, knowledge management software, remote support software, and many more. Many software comes with Zapier, Hubspot, and Salesforce integrations too.

How Does Help Desk Software Differ in Terms of Deployment?

Based on deployment

  • On-Premise CRM system: Many organizations prefer on-premise deployment of their help desk tool, as they get full control over it in terms of customer interaction data and security. 
  • Cloud-based Help Desk System: A cloud-based help desk software, also known as SaaS help desk (Software-as-a-Service), is hosted by the vendor and can be accessed from anywhere by agents and customers. It is efficient, cost-effective, and quick to deploy. 
  • Web-based Help Desk Solutions: Web-Based help desk software or online help desk systems can be accessed on desktops and mobile with internet connectivity.  
  • Open Source help desk solutions: The open-source help desk software solutions can be downloaded for various operating systems and customized as per the organization's needs. 

Related Categories

Live Chat Software
Collaboration Software
Customer Service Software
Contact Management Software
Call Center Software
Field Service Management Software
Knowledge Management Software
Ticketing Software
Social Media Management Software
Call Tracking Software
Remote Support Software
Portal Software
Email Management Software
Service Desk Software
ITSM Software

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