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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

  • Grasp

    Grasp is the customer conversations platform to bring together your multiple lines of communication and creates one story from all your contact moments. That's how you regain control of your customer service. ... read more about Grasp

    Entry Level Price
    $29 Per User
    Free Trial
    14 Days
    Pricing Type
    Per User
    100% in Help Desk Software

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

    Key Details
    Industries
    • Airlines-aviation
    • Banking
    • Business-supplies-equipment
    • Computer-software
    • Consumer-electronics
    • Consumer-goods
    • Consumer-services
    • Entertainment
    • Financial-services
    • Gambling-casinos
    • Internet
    • Leisure-travel
    • Marketing-advertising
    • Recreational
    • Retail
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    Support
    • Email
    • Chat
    • Phone
    • Weekdays
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Help centre
    • Blogs
    • Case Studies

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page Get Free Trial
    Available Packages
    Premium
    $29 Per User
    Enterprise
    $44 Per Month
    Custom*
    $59 Per Month

    Integration
    Integrated With
    • Salesforce CRM
    • Dialogflow
    Visit website

  • FreeScout

    FreeScout is the perfect helpdesk solution for those who need to provide a professional customer support, but who can not afford to pay for Zendesk or Help Scout. FreeScout is a pure ... read more about FreeScout

    Entry Level Price
    Free version
    Free Trial
    Available
    Pricing Type
    Free
    60% in Help Desk Software

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

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

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

  • Helpninja

    A email can be overwhelming when you have multiple mailboxes and a team to manage your customer queries. With HelpNinja its as easyas using email but with the capability to manage it ... read more about Helpninja

    Entry Level Price
    $19 Per Month
    Free Trial
    14 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
    • iPhone/iPad
    • Android
    Support
    • Chat
    Knowledge Base
    • Help Guides

    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
    $19 Per Month
    Visit website

  • InvGate Service Desk

    InvGate Service Desk allows your IT teams to work smarter, not harder. Improve business agility and customer satisfaction, with a self-service portal and knowledge base capabilities. Automate your workflows to match tickets ... read more about InvGate Service Desk

    Entry Level Price
    Contact vendor
    Free Trial
    30 Days
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

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

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

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

  • Kustomer

    Kustomer is the customer service CRM platform helping contact centers and businesses reimagine service and support in today’s customer-first world. Kustomer enables personalized, efficient and effortless customer and agent experiences by delivering ... read more about Kustomer

    Entry Level Price
    $89 Per Month
    Free Trial
    N/A
    Pricing Type
    Per User
    25% in Help Desk Software

    Features
    • Alerts
    • Customer Review
    • Email Integration
    • Escalation
    • Knowledge Base
    • Live Chat
    • Ticketing Management

    Key Details
    Industries
    • Banking
    • Consumer-services
    • Financial-services
    • Nonprofit-organization-management
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • Windows
    Support
    • Chat
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Case Studies

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page Try Software Demo
    Available Packages
    Standard
    $89 Per Month
    Visit website

  • LeadMaster

    LeadMaster CRM offers multiple features integrated into one complete, easy-to-use package. Some of the features include: CRM, email marketing, lead nurturing, landing pages, pipeline management, lead distribution, website integration, click-to-call, extensive reporting, ... read more about LeadMaster

    Entry Level Price
    $15 Per Month
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    15% in Help Desk Software

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

    Key Details
    Industries
    • Education-management
    • Electrical-electronic-manufacturing
    • Hospital-health-care
    • Insurance
    • Marketing-advertising
    • Real-estate
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Documentation
    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
    $15 Per Month
    Visit website

  • Daktela

    The best cloud-based contact center software that helps you deliver great customer service. Handle voice, email, web chat, SMS and all communication via social media channels in one solution with extended features ... read more about Daktela

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    20% in Help Desk Software

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

    Key Details
    Industries
    • Hospital-health-care
    • Information-technology-services
    • Leisure-travel
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • 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
    • Contact Vendor
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Visit website

  • Odoo Helpdesk

    Odoo Helpdesk is optimized for your team's productivity: Create your SLA rules and let Odoo take action automatically. Automate emails or actions at different stages of ticket resolution. Define dynamic email templates ... read more about Odoo Helpdesk

    Entry Level Price
    $24.00 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
    • 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
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • Yes
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Free
    Vendor pricing page
    Available Packages
    Standard
    $24.00 Per Month
    Visit website

  • iSupport

    iSupport, is used by more than 250,000 help desk professionals every day to help them solve their most demanding support issues. iSupport Software two editions (Incident Management and Service Desk) with the ... read more about iSupport

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

    Features
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Live Chat
    • Multi-Channel
    • Response Template
    • SLA
    • Ticketing Management

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

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

  • Sugester

    Stop losing customers due to long response times. Sugester helps you collect and sort through incoming messages, assign team members to deal with each question and monitor their resolution. Providing stellar customer ... read more about Sugester

    Entry Level Price
    $9 Per Month
    Free Trial
    30 Days
    Pricing Type
    Per User
    20% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Document Storage
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Multi-Channel
    • Response Template
    • Ticketing Management

    Key Details
    Industries
    • Construction
    • Human-resources
    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
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $9 Per Month
    Visit website

  • Teknovate CRM

    CRM, Marketing Automation, Project Management, Helpdesk, After-sale service, Trading ERP Software, Discreet, and Process Manufacturing ERP, Customize ERP Software. Our motto is to reduce your cost of sales generation & to keep ... read more about Teknovate CRM

    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    Pricing Type
    Contact Vendor
    33% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Email Integration
    • Interaction Tracking
    • Knowledge Base
    • Ticketing Management

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

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

  • Helpwise

    Helpwise Shared Inbox provides separate logins for the same business email hence allowing you to easily share the workload, assign emails to the right people, implement automation around your email workflow and ... read more about Helpwise

    Entry Level Price
    $12 Per Year
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    20% in Help Desk Software

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

    Key Details
    Industries
    • Accounting
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Chat
    • 24x7 Support
    Training
    • Webinar
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • Webinar

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $12 Per Year
    Visit website

  • Wix Answers

    Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. ... read more about Wix Answers

    Entry Level Price
    $24 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    25% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    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
    $24 Per Month
    Visit website

  • Roby

    Meet Roby - a refreshingly simple alternative to complex ticketing systems for companies that are looking to streamline helpdesk support. Submit, resolve, and automate any internal requests without leaving Slack or Microsoft ... read more about Roby

    Entry Level Price
    $250 Per Month
    Free Trial
    N/A
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    Available Packages
    Standard
    $250 Per Month
    Visit website

  • Halp

    Halp is a conversational ticketing solution for modern teams who are constantly dealing with requests or questions in their communication platform. Stop the hassle of having to deflect to a portal, deal ... read more about Halp

    Entry Level Price
    $15 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    33% in Help Desk Software

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

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

    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
    $15 Per Month
    Visit website

  • Track-It

    Track-IT Help Desk Software with Endpoint Management. Manage emails from users, tickets, change requests, purchase requests, and IT assets all in one place. At the heart of Track-It! is the Help Desk, ... read more about Track-It

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% in Help Desk Software

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

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

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

  • TeraNet Help Desk

    T-HelpDesk ticketing is the web and mobile multi-channel , multi-department , multi-level and multi-role solution designed to manage the ticketing system for corporate users and customer users in a single point and ... read more about TeraNet Help Desk

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Document Storage
    • Interaction Tracking
    • Live Chat
    • Multilingual
    • Response Template
    • 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
    • Contact Vendor
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    Vendor pricing page
    Visit website

  • Re:Desk

    Customer service help desk ticketing software for small business including cloud (Saas) and downloadable version. - it ready help desk - downloadable version - Saas web based version - Ecommerce ready - ... read more about Re:Desk

    Entry Level Price
    $250 One-time
    Free Trial
    30 Days
    Pricing Type
    Flat Rate
    33% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Dashboards
    • Email Integration
    • Escalation
    • Interaction Tracking
    • Knowledge Base
    • Response Template
    • Ticketing Management

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • Yes
    Free Trial
    • 30 Days Trial
    Payment Frequency
    • One-Time Payment
    • Free
    Vendor pricing page
    Available Packages
    Standard
    $250 One-time
    Visit website

  • CloudApper Desk

    CloudApper Desk is a modern and affordable ticketing app designed to support your customers and help grow your business. This robust application streamlines customer support management by providing you with a powerful ... read more about CloudApper Desk

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    50% in Help Desk Software

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

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

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

  • SeQure Internal Helpdesk

    Internal employee helpdesk to empower your hybrid workforce in getting instant support. Simple solution with intuitive features to create, manage, and resolve tickets with ease. The real-time support helps encouraging interactions and ... read more about SeQure Internal Helpdesk

    Entry Level Price
    $29 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

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

    Key Details
    Licensing & Deployment
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help 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
    $29 Per Month
    Visit website

  • GLPI

    GLPI is an ITSM powered by open source technologies. We offer features like Helpdesk, Asset Management, Financial Management, Project Management, User Management, Statistics and Reports. Both on-premises and SaaS versions are available. ... read more about GLPI

    Entry Level Price
    $20.66 Per Month
    Free Trial
    More than 30 days
    Pricing Type
    Flat Rate
    50% in Help Desk Software

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

    Key Details
    Industries
    • Consumer-services
    • Information-technology-services
    Licensing & Deployment
    • Open Source
    • Cloud Hosted
    • On Premises
    • Web-based
    • Windows
    • Linux
    Support
    • Email
    • 24x7 Support
    Knowledge Base
    • Help Guides
    • Video
    • Blog
    • On-Site Training

    Packages
    Pricing Type
    • Flat Rate
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • More than 30 days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page
    Available Packages
    Standard
    $20.66 Per Month
    Visit website

  • Elevio

    Elevio is a knowledge platform that helps companies capture, deliver, measure and evolve their product knowledge. We help growing teams reduce their support loads and enterprise teams better manage their knowledge requirements. ... read more about Elevio

    Entry Level Price
    $79 Per Month
    Free Trial
    14 Days
    Pricing Type
    Flat Rate
    16% in Help Desk Software

    Features
    • Customization
    • Dashboards
    • Document Storage
    • Email Integration
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Response Template
    • SLA
    • Ticketing Management

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

    Packages
    Pricing Type
    • Flat Rate
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page
    Available Packages
    Standard
    $79 Per Month
    Visit website

  • Aisera

    Aisera's next-generation AI Customer Service solution is a proactive, personalized, and predictive Conversational AI and RPA solution that is purpose-built to automate repetitive requests, tasks, and workflows. Customer requests range from responding ... read more about Aisera

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    25% 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
    • SLA
    • Ticketing Management

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

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

    Integration
    Integrated With
    • Zoom
    • Zendesk Guide
    Visit website

  • DeskXpand

    A Deskxpad help desk is a group, organizational function, or external service that an IT user contacts for assistance with an issue. A help desk can be as simple as a physical ... read more about DeskXpand

    Entry Level Price
    $14 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    34% in Help Desk Software

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

    Key Details
    Industries
    • Computer-software
    • Consumer-services
    • Education-management
    • Hospital-health-care
    • Hospitality
    • Human-resources
    • Information-technology-services
    • Retail
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    Knowledge Base
    • Help Guides
    • Video Guides
    • Blogs
    • Case Studies

    Packages
    Pricing Type
    • Per User
    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
    Available Packages
    DX Pro
    $14 Per Month
    DX Enterprise
    $19 Per Month

    Integration
    Integrated With
    • instagram
    • whats app
    • facebook
    • Shopify
    Visit website

  • EcholoN

    The EcholoN helpdesk software has its focus on internal IT with user support and also full support for external customer support. Thus, EcholoN is the IT department's interface to its colleagues and, ... read more about EcholoN

    Entry Level Price
    $5000 One-time
    Free Trial
    14 Days
    Pricing Type
    Contact Vendor
    70% in Help Desk Software

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

    Key Details
    Industries
    • Airlines-aviation
    • Automotive
    • Aviation-aerospace
    • Banking
    • Biotechnology
    • Broadcast-media
    • Building-materials
    • Business-supplies-equipment
    • Chemicals
    • Civil-engineering
    • Computer-network-security
    • Computer-hardware
    • Computer-networking
    • Computer-software
    • Construction
    • Consumer-services
    • Defense-space
    • Electrical-electronic-manufacturing
    • Environmental-services
    • Events-services
    • Facilities-services
    • Financial-services
    • Food-beverages
    • Food-production
    • Furniture
    • Government-administration
    • Hospital-health-care
    • Human-resources
    • Import-export
    • Industrial-automation
    • Information-services
    • Information-technology-services
    • Insurance
    • International-trade-development
    • Legal-services
    • Logistics-supply-chain
    • Machinery
    • Maritime
    • Mechanical-or-industrial-engineering
    • Military
    • Museums-institutions
    • Nonprofit-organization-management
    • Oil-energy
    • Outsourcing-offshoring
    • Pharmaceuticals
    • Program-development
    • Railroad-manufacture
    • Real-estate
    • Renewables-environment
    • Restaurants
    • Retail
    • Security-investigations
    • Semiconductors
    • Shipbuilding
    • Telecommunications
    • Transportation-trucking-railroad
    • Utilities
    • Warehousing
    • Wholesale
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation
    Knowledge Base
    • Help Guides
    • Video Guides
    • On-Site Training
    • EcholoN Service Portal

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • EUR (€)
    Free Version
    • No
    Free Trial
    • 14 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    EcholoN Express 5 Us
    $5000 One-time

    Integration
    Integrated With
    • SAP BusinessObjects
    • GraphQL
    • WebServices
    • JDisc Discovery
    • Microsoft 365
    • CMDBuild
    Visit website

  • Yorodesk

    A Yorodesk is a system that allows customers to contact customer service representatives for assistance with their products or services. Yorodesk’s ticketing system tracks the progress of customer service requests and provides ... read more about Yorodesk

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Per User
    100% in Help Desk Software

    Features
    • Dashboards
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Airlines-aviation
    • Architecture-planning
    • Automotive
    • Banking
    • Business-supplies-equipment
    • Commercial-real-estate
    • Computer-network-security
    • Construction
    • Education-management
    • Warehousing
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Chat
    • Phone
    Knowledge Base
    • Help Guides
    • Blogs

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

  • Awesome Support

    When it comes to the email support ticket system in WordPress, Awesome Support has become a top-notch and users' favorite plugin for WordPress. It makes your support team more efficient by automating ... read more about Awesome Support

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Per User
    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
    • Multilingual
    • Response Template
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Accounting
    • Airlines-aviation
    • Alternative-dispute-resolution
    • Alternative-wmedicine
    • Automotive
    • Broadcast-media
    • Commercial-real-estate
    • Computer-network-security
    • Computer-games
    • Computer-hardware
    • Computer-networking
    • Computer-software
    • Consumer-services
    • Information-services
    • Warehousing
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    Support
    • Email
    • 24x7 Support
    Training
    • In-person
    • Documentation

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

  • Desk365

    Desk365 is a cloud-based modern helpdesk for the Microsoft 365 workplace that lets you deliver outstanding customer service through channels like Microsoft Teams, Email, Web Forms/Widgets and more. Automate repetitive work and ... read more about Desk365

    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Pricing Type
    Per User
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Document Storage
    • Escalation
    • Knowledge Base
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Events-services
    • Government-administration
    • Hospital-health-care
    • Nonprofit-organization-management
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    Support
    • Email
    • Chat
    • 24x7 Support

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • Available Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    Vendor pricing page Get Free Trial
    Visit website

  • NovaTalks

    Reception orders in messengers. Relevant for beauty salons, online stores, car repair shops, taxi services, medical clinics, fitness centers. Customer support via instant messengers. Required for support sectors of any Business, as ... read more about NovaTalks

    Entry Level Price
    Contact vendor
    Free Trial
    7 Days
    Pricing Type
    Flat Rate
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Live Chat
    • Multi-Channel
    • Multilingual
    • Response Template

    Key Details
    Industries
    • Banking
    • Business-supplies-equipment
    • Computer-software
    • Information-services
    • Information-technology-services
    • Internet
    • Marketing-advertising
    • Online-publishing
    • Recreational
    • Retail
    • Utilities
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • Documentation

    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
    Visit website

  • ID Cloud Contact Center Software

    ID Cloud is an AI-powered omnichannel contact center platform by Teckinfo Solutions, built to modernize customer engagement with speed, intelligence, and security. It unifies voice, email, chat, WhatsApp, social media, and video ... read more about ID Cloud Contact Center Software

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Contact Vendor
    0% 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
    • Apparel-fashion
    • Banking
    • Bpo
    • Commercial-real-estate
    • Computer-network-security
    • Computer-software
    • Consumer-goods
    • Education-management
    • E-learning
    • Financial-services
    • Fundraising
    • Government-administration
    • Health-wellness-fitness
    • Hospital-health-care
    • Hospitality
    • Information-technology-services
    • Insurance
    • Legal-services
    • Leisure-travel
    • Outsourcing-offshoring
    • Pharmaceuticals
    • Real-estate
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • Android
    • Windows
    • Linux
    Support
    • Email
    • Phone
    • 24x7 Support

    Packages
    Pricing Type
    • Contact Vendor
    Preferred Currency
    • INR (₹)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • Quote Based
    • One-Time Payment
    Vendor pricing page Try Software Demo Get Free Trial
    Visit website

  • CDESK

    CDESK is a helpdesk and service desk software that designed for the digitalization and standardization of a company's business processes. CDESK provides tools for, e.g. improving communication with customers, processing requests, registering ... read more about CDESK

    Entry Level Price
    $0 One-time
    Free Trial
    Available
    Pricing Type
    Usage Based
    100% in Help Desk Software

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

    Key Details
    Industries
    • Automotive
    • Computer-network-security
    • Information-services
    • Information-technology-services
    • Telecommunications
    • Warehousing
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • On Premises
    • Web-based
    • iPhone/iPad
    • Android
    • Windows
    • Mac
    • Linux
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • In-person
    • Documentation
    Knowledge Base
    • Documentation

    Packages
    Pricing Type
    • Usage Based
    Preferred Currency
    • EUR (€)
    Free Version
    • Yes
    Free Trial
    • Available Trial
    Payment Frequency
    • Quote Based
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    SILVER License
    $11 Per Month
    GOLD License
    $20 Per Month

    Integration
    Integrated With
    • Google Maps
    • Jira
    • Microsoft Outlook
    • Power BI
    • Azure AD
    Visit website

  • Support.cc

    What is Support.cc? Support.cc is an all-in-one helpdesk system that can assist you in developing a reputation for providing exceptional customer support and resolving issues quickly and efficiently. In addition to this, ... read more about Support.cc

    Entry Level Price
    $14.99 Per Month
    Free Trial
    14 Days
    Pricing Type
    Per User
    40% 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
    • Ticketing Management

    Key Details
    Industries
    • Human-resources
    • Marketing-advertising
    • Market-research
    • Real-estate
    • Staffing-recruiting
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • Weekdays
    Training
    • Webinar
    Knowledge Base
    • Blog

    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
    Available Packages
    All-in-One Price
    $14.99 Per Month

    Integration
    Integrated With
    • Gmail
    • SendGrid
    • Amazon SES
    • Brevo
    Visit website

  • BoldDesk

    BoldDesk has a modern and intuitive user interface. Ticketing and knowledge base software are also included in BoldDesk, which makes it easier for companies to handle their customer service. Businesses may track ... read more about BoldDesk

    Entry Level Price
    $12 Per Month
    Free Trial
    15 Days
    Pricing Type
    Usage Based
    80% in Help Desk Software

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

    Key Details
    Industries
    • Banking
    • Computer-software
    • Consumer-services
    • Hospital-health-care
    Licensing & Deployment
    • Open Source
    • Cloud Hosted
    • Web-based
    • iPhone/iPad
    • Android
    Support
    • Email
    • Chat
    • Weekdays

    Packages
    Pricing Type
    • Usage Based
    Preferred Currency
    • USD ($)
    Free Version
    • Yes
    Free Trial
    • 15 Days Trial
    Payment Frequency
    • Monthly Payment
    • Annual Subscription
    • One-Time Payment
    Vendor pricing page Try Software Demo Get Free Trial
    Available Packages
    Scale plan
    $12 Per Month
    Momentum Plan
    $25 Per Month
    Enterprise
    $39 Per Month

    Integration
    Integrated With
    • Zapier
    • Jira
    • Salesforce CRM
    • Dropbox
    • Google Drive
    • OneDrive
    • Microsoft Teams
    • Azure DevOps Server
    • Shopify
    • Intuit Mailchimp
    • Microsoft Entra
    • AI Copilot for agents
    • Ringover
    • Slack
    • WhatsApp
    • Facebook
    • Stripe Billing
    • WooCommerce
    • HubSpot CRM
    • Calendly
    • BoldSign
    Visit website

  • wowdesk

    WowDesk is a powerful suite of #CustomerService solutions that aims to provide and deliver optimum customer support services through various channels including self-service portals, email, chat, phone, and social media networks. Wowdesk ... read more about wowdesk

    Entry Level Price
    Contact vendor
    Free Trial
    Available
    Pricing Type
    Flat Rate
    50% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customization
    • Dashboards
    • Knowledge Base
    • Live Chat
    • Multi-Channel
    • Response Template
    • Ticketing Management

    Key Details
    Industries
    • Information-technology-services
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Phone
    • 24x7 Support
    Knowledge Base
    • Help Guide
    • Blog

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

  • NV Desk

    It allows agents to handle cases and customer interactions from voice and digital channels from one unified case management screen -without additional CTI integration or connectors. NV Desk has ready integrations available ... read more about NV Desk

    Entry Level Price
    Contact vendor
    Free Trial
    N/A
    Pricing Type
    Per User
    100% in Help Desk Software

    Features
    • Analytics & Reporting
    • Alerts
    • Customer Review
    • Customization
    • Dashboards
    • Document Storage
    • Escalation
    • Interaction Tracking
    • Live Chat
    • Multilingual
    • SLA
    • Ticketing Management

    Key Details
    Industries
    • Financial-services
    • Government-relations
    • Health-wellness-fitness
    • Hospital-health-care
    • Information-technology-services
    • Insurance
    • Telecommunications
    Licensing & Deployment
    • Proprietary
    • Cloud Hosted
    • Web-based
    Support
    • Email
    • Chat
    • Phone
    • 24x7 Support
    Training
    • Webinar
    • In-person
    • Documentation

    Packages
    Pricing Type
    • Per User
    Preferred Currency
    • USD ($)
    Free Version
    • No
    Payment Frequency
    • Monthly Payment
    Vendor pricing page
    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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