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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

  • Help Scout

    4.0 2 Reviews

    Help Scout is an all-in-one customer support software platform that helps businesses of all sizes go digital and deliver superior customer service. It offers many features, including ticketing management, a knowledge base, ... read more about Help Scout

    Help Scout Reviews

    With the help of Help Scout workflows can be configured to automate actions reviewed by: Eric Dalius, Executive Chairman at MuzicSwipe
    Entry Level Price
    $20 Per Month
    Free Trial
    15 Days
    Pricing Type
    Flat Rate
    20% in Help Desk Software

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

    Key Details
    Industries
    • Education-management
    • Financial-services
    • Hospital-health-care
    • Logistics-supply-chain
    • Media-production
    • Professional-training
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    Support
    • Email
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $20 Per Month
    Plus
    $40 Per Month
    Pro
    $65 Per Month
    Visit website

  • TeamSupport

    5.0 1 Review

    TeamSupport is a powerful and easy-to-use help desk software that helps businesses of all sizes provide better customer support. With TeamSupport, you can track and manage customer tickets from all channels (email, ... read more about TeamSupport

    TeamSupport Review

    TeamSupport is a post-sale award-winning customer support software that is specifically designed for customer-centric businesses. reviewed by: Marvin Tillery
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

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

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

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

  • Cayzu

    5.0 1 Review

    Cayzu is a help desk software and customer support platform that allows you to easily manage all of your support inquiries from a single cloud-based portal. 

    Cayzu Review

    Cayzu is a cloud-based online helpdesk that helps to manage and resolve customers' issues with plenty of available features. reviewed by: Julia Chandler
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    33% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Dashboards
    • Email Integration
    • Knowledge Base
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Visit website

  • LiveZilla

    5.0 1 Review

    We want to help you to get your Customer Support onto the next level. Our software is focused on keeping sensitive data under your own control since data privacy is one of ... read more about LiveZilla

    LiveZilla Review

    LiveZilla is a self-hosted live chat software with a multi-website support that helps businesses of all sizes improve customer service. reviewed by: Vere Bennett
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Online Application
    • Document Sharing
    • Call Routing
    • Email Integration
    • Knowledge Base
    • Live Chat
    • Multilingual
    • Customizable Branding
    • Ticketing Management

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

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • One-Time Payment
    • Free
    Vendor pricing page
    Visit website

  • Liberum Help Desk

    5.0 1 Review

    Liberum Help Desk is the complete open source help desk software solution for small to medium IT departments and service providers. Help Desk Software provides a simple, easy to use a web ... read more about Liberum Help Desk

    Liberum Help Desk Review

    Liberum Help Desk is a complete help desk solution for small to medium IT departments and service providers to track support cases. reviewed by: Elmer Ortega
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Dashboards
    • Escalation
    • Live Chat
    • Multi-Channel
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Windows
    • Mac
    • Linux
    Knowledge Base
    • Help Guides
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • One-Time Payment
    • Free
    Vendor pricing page
    Visit website

  • Katak Support

    5.0 1 Review

    Katak-support is an online help desk software solution for handling client requests through a web-based support ticket system. It is PHP-based and can receive tickets via email (pop3/pipe) or a web form. ... read more about Katak Support

    Katak Support Review

    Katak Support is an online help desk software solution for the management of customer demands flow or ticket system. reviewed by: Dale Lawson
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Windows
    • Mac
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • On-Site Training

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

  • HelpDeskZ

    5.0 1 Review

    HelpDeskZ is a free PHP based software which allows you to manage your site's support with a web-based support ticket system. Receive and answer your customers doubts, requests or support issues with ... read more about HelpDeskZ

    HelpDeskZ Review

    HelpDeskZ is a PHP-based system software that allows managing the site’s support with a web-based support ticket system. reviewed by: Elvira Keller
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Windows
    • Mac
    Knowledge Base
    • Help Guides

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • Yes
    Payment Frequency
    • Quote Based
    • Free
    Vendor pricing page
    Visit website

  • UVdesk

    5.0 1 Review

    This cloud-based helpdesk solution combines core functionalities of ticket management and customer management. UVdesk Helpdesk comes with features that enable agents to quickly provide top class support at every opportunity, thanks to ... read more about UVdesk

    UVdesk Review

    UVdesk is a free enterprise helpdesk software which allows customers to communicate over email and social media with task management. reviewed by: Queenie Johnston
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Escalation
    • Knowledge Base
    • Multi-Channel
    • Multilingual
    • Ticketing Management

    Key Details
    Industries
    • Information-services
    • Information-technology-services
    Licensing & Deployment
    • Open Source
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Packages
    Pricing Type
    • Free
    Preferred Currency
    • USD ($)
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Visit website

  • HelpSpot

    5.0 1 Review

    HelpSpot - Customer service software offers complete control from customization to data. Manage your hardware, access control, internal system connections and more. Turn disjointed emails into a clean, easy to manage workflow. ... read more about HelpSpot

    HelpSpot Review

    HelpSpot is a completely web-based help desk platform for all businesses which has a ticketing system based on emails and calls. reviewed by: Rolf Benson
    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Pricing Type
    Flat Rate
    30% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • Available Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • SupportBee

    5.0 1 Review

    SupportBee enables your entire team to engage in meaningful conversations with people and turn them into happy and profitable clients.

    SupportBee Review

    SupportBee is a lean help desk solution that allows you to manage customer support emails easily designed for collaborative teams. reviewed by: Talal Habib
    Entry Level Price
    $13 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $13 Per Month
    Visit website

  • Motadata HelpDesk

    5.0 1 Review

    Improve your relationship with your customers, with a unified IT Service desk software solution for ticketing, knowledge, change and asset management. A scalable help desk that meets the needs of organizations of ... read more about Motadata HelpDesk

    Motadata HelpDesk Review

    Motadata HelpDesk is a customer service software that is used by many companies to provide customer support. reviewed by: Raiha Musa
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Contact Vendor
    50% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Visit website

  • C-Desk

    5.0 1 Review

    This is a comprehensive tool for the organization to manage all service requests, not only to the IT department but to any department of any location in the organization. So this application ... read more about C-Desk

    C-Desk Review

    C-Desk is a complaint management system that provides businesses with tools to manage service requests and facilitate communication across teams. reviewed by: Dameer Salam
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • Web-based
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

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

  • CloudYogi CRM

    5.0 1 Review

    We consider no business is same and hence CloudYogi CRM can be customised to suit your specific business needs.A CRM is useless without proper training and documentation. CloudYogi CRM comes with one ... read more about CloudYogi CRM

    CloudYogi CRM Review

    CloudYogi CRM is one of the most advanced and improved CRM tools that benefit companies by automating and streamlining an array of operations. reviewed by: Noreen Yusuf
    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • Windows
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Packages
    Pricing Type
    • Contact Vendor
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Visit website

  • ClickDesk

    5.0 1 Review

    Engage your website visitors with ClickDesk - a reliable combo of Live Chat, Helpdesk, Voice and Video tools for your website. More than 100,000 businesses around the world use ClickDesk to improve ... read more about ClickDesk

    ClickDesk Review

    ClickDesk is a live support solution that can be installed on any website that lets businesses reply to questions from web visitors. reviewed by: Yolanda Stanley
    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
    • Live Chat
    • Multi-Channel
    • SLA
    • 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

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Free
    Vendor pricing page
    Visit website

  • Issuetrak

    5.0 1 Review

    Issue tracking, help desk, and customer support have never been easier or more efficient. All your issues, tickets, requests, complaints - whatever you call them - Issuetrak software uses automation to manage ... read more about Issuetrak

    Issuetrak Review

    Issuetrak is basic tracking software that can be configured as per need for users to submit help desk issues. reviewed by: Norris Noble
    Entry Level Price
    $26 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    100% 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
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Aviation-aerospace
    • Business-supplies-equipment
    • Computer-network-security
    • Computer-networking
    • Computer-software
    • Construction
    • Defense-space
    • Education-management
    • Facilities-services
    • Government-administration
    • Higher-education
    • Hospital-health-care
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Case Studies
    • On-Site Training
    • Webinars
    • Demos & Tutorials

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Cloud Team
    $26 Per Month
    Cloud Support
    $77 Per Month
    On-Premises Team
    $206 One-time
    On-Premises Support
    $1028 One-time

    Integration
    Integrated With
    • Zapier
    • Google Analytics
    • Azure
    • Microsoft 365
    Visit website

  • Talkus

    5.0 1 Review

    Talkus turns Slack into a simple help desk platform. Get all the necessary tools to provide awesome experiences to your clients: live chat, phone, text, emails and social media, knowledge base. Slack ... read more about Talkus

    Talkus Review

    Talkus is the most powerful help desk platform that includes Twilio SMS and Slack for teams to communicate with customers. reviewed by: Joey Steele
    Entry Level Price
    $48 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

    Features
    • Customization
    • Online Application
    • Call Routing
    • Email Integration
    • Live Chat
    • Multi-Channel
    • Real-time Chat
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Free
    Vendor pricing page
    Available Packages
    Standard
    $48 Per Month
    Visit website

  • Deskpro

    5.0 1 Review

    Deskpro is the modern helpdesk platform. It offers a ticket system, user help portal, real-time chat, CRM, crowdsourced feedback, file-hosting and more. The extensible platform integrates easily with your existing email accounts ... read more about Deskpro

    Deskpro Review

    Deskpro is a multilingual help desk software solution that helps customer support teams to deliver personal support to every single customer. reviewed by: Emerson Davis
    Entry Level Price
    $29 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

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

    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
    $29 Per Month
    Visit website

  • Deskero

    5.0 1 Review

    Deskero is a cloud-based software that offers simple yet effective tools to integrate requests coming from different channels (emails, chats, websites, social networks) into a single database and put some order into ... read more about Deskero

    Deskero Review

    Deskero is a simple helpdesk and support ticket system designed for businesses of all sizes to take care of customer service. reviewed by: Cyril Harris
    Entry Level Price
    $9 Per Month
    Free Trial
    Available
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $9 Per Month
    Visit website

  • OTRS

    5.0 1 Review

    OTRS is a fully-managed service management suite that includes ticketing, workflow/process automation, and notification, among its many features. Processes can be customized to incorporate ITIL and/or specific security requirements. ITSM, Customer Service, ... read more about OTRS

    OTRS Review

    OTRS is an open-source help desk software that is useful for help desks, IT organizations, corporate security teams and customer service teams. reviewed by: Les Hardy
    Entry Level Price
    Contact vendor
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    30% in Help Desk Software

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

    Key Details
    Industries
    • Consumer-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    Knowledge Base
    • Help Guides
    • Blogs
    • On-Site Training

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

  • LiveHelpNow

    5.0 1 Review

    The mission of LiveHelpNow is to enable companies of all sizes to facilitate meaningful customer service interactions. We provide a complete customer service software suite that brings personal attention, timely responses and ... read more about LiveHelpNow

    LiveHelpNow Review

    LiveHelpNow is an omnichannel help desk software solution that provides customer support which is suitable for large and small businesses. reviewed by: Denton Neel
    Entry Level Price
    $21 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    34% in Help Desk Software

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

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Marketing-advertising
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies
    • Whitepapers
    • 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
    $21 Per Month
    Visit website

  • HelpCrunch

    5.0 1 Review

    HelpCrunch is an all-around communication platform for customer service and sales. It combines modern live chat, in-app messenger, auto messaging, ticketing, and email automation. Designed for SaaS and web services, e-commerce and ... read more about HelpCrunch

    HelpCrunch Review

    HelpCrunch is a customer communication platform that offers live chat, chatbot, and other tools for marketing, sales and customer relationships. reviewed by: Woody Windrow
    Entry Level Price
    $12 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • 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
    • On-Site Training

    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
    $12 Per Month
    Visit website

  • Re:amaze

    5.0 1 Review

    Re:amaze is a customer service platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional and centralized customer support through live chat, email, social media, and mobile SMS/MMS. Businesses of ... read more about Re:amaze

    Re:amaze Review

    Re:amaze is simple web-based integrated customer communication, help desk and live chat to help businesses communicate with customers. reviewed by: Judy Stephens
    Entry Level Price
    $29 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $29 Per Month
    Visit website

  • Dixa

    5.0 1 Review

    Your customers are reaching out from an ever-growing range of channels (calls, chats, DMs), but with Dixa, your agents only need one platform—and one screen!—to answer. Supercharge your agent experience by equipping ... read more about Dixa

    Dixa Review

    Dixa is the customer service platform that helps brands to create a great experience for the customer and eliminate bad customer service. reviewed by: Caesar Austin
    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Help Desk Software

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

    Key Details
    Industries
    • Banking
    • Financial-services
    • Information-services
    • Information-technology-services
    • Retail
    • Transportation-trucking-railroad
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation
    Knowledge Base
    • Help Guides
    • Video
    • Blog

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Try Software Demo Get Free Trial Download Pricing Document

    Integration
    Integrated With
    • Ada
    • Shopify
    • WooCommerce
    • Zoho Analytics
    Visit website

  • AzureDesk

    5.0 1 Review

    Helpdesk software with all the necessary features of enterprise class systems offered to all businesses at minimal cost to users. Don't spend a fortune on helpdesk solution. Provide an end to end ... read more about AzureDesk

    AzureDesk Review

    AzureDesk is a help desk and ticket management software for small, medium and enterprise businesses. reviewed by: Herman Banks
    Entry Level Price
    $33 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    33% in Help Desk Software

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

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Chat
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    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
    $33 Per Month
    Visit website

  • JitBit HelpDesk

    5.0 1 Review

    Deliver awesome support to your customers. Jitbit Help Desk ticketing system is dead simple, amazingly powerful and takes seconds to set up. Just forward support emails to the helpdesk app and start ... read more about JitBit HelpDesk

    JitBit HelpDesk Review

    JitBit HelpDesk is a great help desk and ticketing system for customer support teams that deliver awesome support to their customers. reviewed by: Avery Macy
    Entry Level Price
    $29 Per Month
    Free Trial
    Available
    Pricing Type
    Flat Rate
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Dashboards
    • 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
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page
    Available Packages
    Standard
    $29 Per Month
    Visit website

  • Rhino Support

    5.0 1 Review

    The best Live Chat and Help Desk Software available for business websites. Easy to set up, simple to use, handles multiple websites under one platform, increase sales and amazing customer service. Making ... read more about Rhino Support

    Rhino Support Review

    Rhino Support is a fresh online chat and support system that integrates requests from multiple channels. reviewed by: Darcy Barrett
    Entry Level Price
    $14.97 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Help Desk Software

    Features
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Multi-Channel
    • Multilingual
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $14.97 Per Month
    Visit website

  • Mojo Helpdesk

    5.0 1 Review

    Mojo Helpdesk is a hosted ticket tracking / help desk application that allows organizations to centralize, assign and track user requests. Use it to track customer and tech support requests, internal tasks ... read more about Mojo Helpdesk

    Mojo Helpdesk Review

    Mojo Helpdesk is a cloud-based help desk ticketing system that serves organizations of all sizes and makes customer service easy. reviewed by: Georgie Anderson
    Entry Level Price
    $26.10 Per Month
    Free Trial
    Available
    Pricing Type
    Flat Rate
    50% in Help Desk Software

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

    Key Details
    Industries
    • Education-management
    • Government-relations
    • Health-wellness-fitness
    • Hospital-health-care
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Webinars
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $26.10 Per Month
    Visit website

  • Vtiger Help Desk

    5.0 1 Review

    Vtiger Help Desk is a software for multi-channel customer support organizations to manage cases at scale, and at SLA-speeds. Your customer support operations benefit from Vtiger Help Desk in 3 important ways: ... read more about Vtiger Help Desk

    Vtiger Help Desk Review

    Vtiger Help Desk is a complete solution that has tools that help you register customer queries and speak to your customers. reviewed by: Alina Stephenson
    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
    • Multi-Channel
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • 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
    Visit website

  • HelpDesk 3

    5.0 1 Review

    The one and complete support solution for your business. Live chat, email to ticket, client management, billing and much more. HelpDesk 3 has all you need. Engage your website visitors and turn ... read more about HelpDesk 3

    HelpDesk 3 Review

    HelpDesk 3 is a support solution for businesses that offer live chat, email to-ticket, client management, billing and much more. reviewed by: Harriet Harris
    Entry Level Price
    $59 One-time
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page
    Available Packages
    Standard
    $59 One-time
    Visit website

  • Helprace

    5.0 1 Review

    Helprace allows any company out there to offer spectacular customer service in an all-in-one platform. Our help desk software consists of a support ticket system, knowledge base, community and feedback widget. Using ... read more about Helprace

    Helprace Review

    Helprace is a customer service software suite that is suitable for managing interactions with existing and potential customers. reviewed by: Cheryl Bennett
    Entry Level Price
    $18 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    33% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customer Review
    • Customization
    • Dashboards
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • Windows
    • Mac
    Support
    • Phone
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $18 Per Month
    Visit website

  • KronoDesk

    5.0 1 Review

    Customer Support & Help Desk. Customers can send, access, and check-in on tickets from the web or their email. Agents can manage and respond to tickets quickly and easily from any device. ... read more about KronoDesk

    KronoDesk Review

    KronoDesk is an integrated customer support solution that provides ticketing, a customer support forum and a self-service knowledge base. reviewed by: Goodwin Cross
    Entry Level Price
    $69.99 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $69.99 Per Month
    Visit website

  • ManageEngine SupportCenter Plus

    5.0 1 Review

    SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

    ManageEngine SupportCenter Plus Review

    ManageEngine SupportCenter Plus is a web-based customer support system designed to help organizations of all sizes manage the client. reviewed by: Rosa Kinsman
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Quote Based
    • One-Time Payment
    • Free
    Vendor pricing page
    Visit website

  • SeamlessDesk

    5.0 1 Review

    SeamlessDesk is a cloud-based helpdesk solution designed to help small to large businesses streamline customer support processes. The platform includes a ticketing system with built-in inbox and a notification system, which sends ... read more about SeamlessDesk

    SeamlessDesk Review

    SeamlessDesk is a cloud-based help and service desk solution that lets customers create tickets to address issues. reviewed by: Madison Baxter
    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Customization
    • Dashboards
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • SLA
    • 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
    • Case Studies
    • On-Site Training

    Packages
    Pricing Type
    • Free
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Free
    Vendor pricing page
    Visit website

  • SmarterTrack

    5.0 1 Review

    Deliver unparalleled customer service, improve productivity, reduce overall support and customer service costs, and consolidate all communication in one location, for analysis and compliance needs. SmarterTrack allows you to improve customer service ... read more about SmarterTrack

    SmarterTrack Review

    SmarterTrack is an online customer service platform that provides a comprehensive suite of tools for managing customer inquiries and processes. reviewed by: Nicholas Harmon
    Entry Level Price
    $20 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • On Premises
    • Web-based
    • Windows
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • 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
    $20 Per Month
    Visit website

  • UserEcho Help Desk

    5.0 1 Review

    UserEcho's helpdesk and multi-agent ticketing system provides service agents with a central interface from which to support customers. The helpdesk operates from one browser window and includes features such as canned responses, ... read more about UserEcho Help Desk

    UserEcho Help Desk Review

    UserEcho Help Desk is an online customer support system for delivering awesomely responsive customer support and effortless self-service. reviewed by: Edric Ford
    Entry Level Price
    $19 Per Month
    Free Trial
    15 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    Support
    • Chat
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $19 Per Month
    Visit website

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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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