Best Help Desk Software
The best help desk software available in the market are Zendesk Support Suite, Freshdesk, Proprofsdesk, SysAid, and Salesforce Service Cloud. These help desk solutions help to manage customer tickets, request service, and solve customer queries on time.
List of 20 Best Help Desk Software
Category Champions | 2023
Simple Service Desk Software for Customers
Zendesk is a software product reviews software that builds for better customer relationships. People interact with businesses every day across multiple channels like email, phone, live chat, and social media. Zendesk brings all this together in one beautifully simple help desk software platform, enabling you to create more meaningful and productive relationships with your customers. Read Zendesk Reviews
Contenders | 2023
Help Desk Software for Service Center Business
User-friendly web-based help desk system that you can use to deliver top-notch customer service. You can quickly resolve user issues by tracking and managing the IT tickets. Read ManageEngine ServiceDesk Plus Reviews
World 1st Gmail-based Helpdesk Software
Hiver is a multi-channel helpdesk software that works right inside Gmail. It's super easy to set up and makes collaboration among teams effortless. Some of its key features include email management, live chat, automation, and analytics. Read Hiver Reviews
#1 CRM & support solution for growing businesses
Salesforce makes it easy for small businesses and startups build stronger client relationships with an all-in-one sales and support solution that is easy to use, setup, and maintain - Best client management software with standard cost. Read Salesforce Reviews
High Performer | 2023
Cloud Based Customer Support Software
Deliver exceptional customer service with Freshdesk Online Customer Support and top Help Desk Software. Freshdesk is the customer support software that gives you everything you need to delight your customers. Read Freshdesk Reviews
Software by IDrive
Remote PC works well for enterprises, teams, and customers. This Remote Desktop Software has a rich dashboard and plenty of features to let you connect, collaborate and control remote sessions for PC and Mac. Read RemotePC Reviews
High Performer | 2023
Best IT Help Desk Support Ticket System
SysAid is an ITSM, Service Desk and Help Desk software solution that integrates all of the essential IT tools into one product. It is one of the best IT help desk ticketing software for small businesses as it's rich set of features include a powerful Help Desk, IT Asset Management, and other easy-to-use tools for analyzing and optimizing IT performance. Read SysAid Reviews
Emergents | 2023
WhatsApp Team inbox for sales and support Teams
ControlHippo is the ultimate WhatsApp Team inbox for sales and support Teams. Effortlessly manage multiple WhatsApp accounts, integrate with CRM systems, and gain valuable insights through actionable analytics. Experience ControlHippo now and streamline your team's communication and customer support. Read ControlHippo Reviews
Category Champions | 2023
Software by HubSpot
HubSpot Client Management Software helps to business to keep the complete eye on each and every leads and touch point with those leads to track the lead status. Hubspot lead scoring system helps sales team reduce the time and efforts in filtering out the bulk lead. Read Hubspot CRM Reviews
Contenders | 2023
Multi Channel Customer Support Software
Kayako is a leading multi-channel and a most popular help desk software in India as well as live chat software. It builds web-centric customer support solutions that enable organizations to deliver a better helpdesk support experience to their customers and, as a team, work and collaborate more effectively. Read Kayako Reviews
Emergents | 2023
Software by Cayzu Inc
Cayzu is a cloud-based help desk software solution designed to manage customer service for small and medium sized businesses. ithelpdesk Cayzu features include ticket management, Facebook & Twitter integration, mobile apps, real-time reporting, and instant notifications; manage multiple brands from a single portal and more. Read Cayzu Reviews
See what your customers see
Viewabo allows support agents to send a link to access customers’ phone cameras to see what they're seeing without having customers install an app. This reduces friction, faster turnaround times, and a better remote customer support experience. Read Viewabo Reviews
Emergents | 2023
Customer Support Software built for B2B technology
TeamSupport help desk software is a powerful, yet easy-to-use, cloud-based solution that helps B2B companies get their focus back on the customer by enhancing collaboration and breaking down internal barriers. Learn more about TeamSupport
Category Champions | 2023
Powerful Cloud based IT Service Desk Solution
Freshservice is a cloud-based IT Service Management and ITIL Service Help Desk software solution that adds user experience on top of powerful helpdesk ticketing system and asset management capabilities. Read Freshservice Reviews
Freshservice's Pros and Cons
Product is easy to use. Convenient and simple to understand, even for a fresher.
Ease of use and its varied set of features.
Canned response feature, Escalation feature can be improved as of now.
Robust and novel IT service management tool
Vivantio ITSM is a flexible and reliable tool that enhances efficiency. It has amazing features such as contract management, project management, release and deployment management. Vivantio is easy-to-use and provides excellent support to users. Learn more about Vivantio ITSM
Easy to use remote desktop software that just work
ISL Light Remote Desktop is a fully featured Remote Support Software designed to serve Enterprises, SMEs. This online Remote Support system offers Real-time Chat, Diagnostic Tools, Customizable Branding, Session Recording at one place. Learn more about ISL Light Remote Desktop
Paldesk is an omnichannel platform that helps conv
Paldesk helps you to stay connected with your customers by all means. This help desk software captures the leads automatically, generates responses timely and create tickets as per categories easily. Learn more about Paldesk
Contenders | 2023
Best Help Desk Software, Satellite Help Desk and ITSM Service Desk
Vision Helpdesk is a customer support platform that offers different products to manage customer service for all size business. It is an all-in-one customer support help desk platform that enables you to manage various channels like calls, chat, email, web forms, Facebook, and Twitter under the universal inbox. Read Vision Helpdesk Reviews
Vision Helpdesk's Pros and Cons
It helped my agents in fixing issues, prioritize tickets, resolving helpdesk tickets and manage SLAs. It functions adequately for Startups, SMEs with less communicative needs and large enterprises with high needs. Impressive software.
I have used this software for my SME on web app platform, it responds really faster and make customer support task easy and intuitive. It has a Collaborative inbox for teams for improved interaction. In it, it is easy to deploy third party modules.
Not adequate for individual work person and is not supportive on windows platform.
It is of no use for an individual businessman due to its listing of extensive features.
HelpDesk & Project Management Combined
An online agile project management tool to easily capture and manage ideas, stories, & requirements. It helps organize products and releases into product families and show product plans on a timeline to share with customers, teams, and executives. Learn more about OneDesk
Emergents | 2023
The only platform with all support channels in one
Wix Answers is the industry’s first cloud-based customer support solution that consolidates all support channels under the same platform so any business can deliver quality customer support, increase agent efficiency and boost customer satisfaction. Read WixAnswers.com Reviews
WixAnswers.com's Pros and Cons
User-friendly interface: Wix Answers has an intuitive and user-friendly interface that makes it easy for businesses to manage their customer support operations efficiently.Customization options: The platform offers a range of customization options, allowing businesses to tailor the platform to meet their specific needs and branding guidelines.Integrated knowledge base: Wix Answers includes a powerful knowledge base that allows businesses to create a comprehensive library of articles, tutorials, and other resources to help customers find answers to their questions.Multi-channel support: The platform supports multiple communication channels, including email, phone, and chat, making it easier for businesses to manage all customer interactions in one place.Reporting and analytics: Wix Answers provides detailed reporting and analytics capabilities, allowing businesses to track performance and make data-driven decisions to improve their customer support operations.
Easy to use
Limited integrations: Wix Answers has limited integrations with other third-party tools and platforms, which may be a disadvantage for businesses that rely heavily on other tools for their operations.No mobile app: Currently, Wix Answers does not offer a mobile app, which may be inconvenient for businesses that need to manage customer support on the go.Limited automation: The platform's automation capabilities are somewhat limited, which may require businesses to spend more time manually managing support tickets.Limited branding options: While the platform offers some customization options, businesses may find that the branding options are somewhat limited compared to other customer support platforms.Limited language support: Wix Answers currently only supports a limited number of languages, which may be a disadvantage for businesses with a global customer base.
Change the entire team of support professionals
Help desk software is a business tool that organizes, manages, and responds to customer service-related queries and requests.
Customer help desk software empowers any business, allowing its customers and internal staff to resolve any issues or queries. The software handles the tickets from the moment of receipt to the point of their final resolution. The software also boasts several support tools that help agents collaborate and respond to issues more efficiently and effectively. Statistics suggest that around 60% of businesses that have installed these customer IT helpdesk support software have reported improved business standards, better customer satisfaction levels, and more revenue. This customer service-based software automates customer engagement by providing streamlined management and business operations.
An online customer support software of such kind proves to be a sure-shot winner when it comes to ensuring the utmost customer satisfaction in any business organization. Listed below are some of the advantages of installing the best help desk system in your business organization.
1. Improved Security and Automated Operations
The main advantage of installing online helpdesk ticketing systems is their ability to perform automated operations in any business organization. Also, the power of a help desk system for small businesses to fulfill all those operations with the utmost security and in a streamlined as ticketing monetizes the process, will help you gain higher customer satisfaction and customer retention. This enhances the business efficacy levels on the whole.
2. Quicker Solutions
No customer likes their ticket unattended. Implementing this particular help desk system in your business will help you improve customer service and the query handling of the given customer concerning its ticket generated, thus providing faster processing of their requests. It will, in turn, ensure greater customer satisfaction levels achieved due to quicker response strategies of the help desk software.
3. Simplified Workflow
A help desk system primarily deals with the customer in a highly organized manner, such as through ticket generation, notification delivery regarding the particular process, etc. In other words, this kind of customer support software in SMBs helps simplify the Workflow in an organization to an extent, ensuring complete transparency. This creates a positive image of your business organization in the customers' minds.
4. Query Databasing And Critical Analysis
The best help desk system also generates weekly market trends, customer demands, and business requirements weekly. Help an organization focus more on developing quality products and services by identifying and eliminating potential glitches. It results in a high popularity level of your business among your customers.
5. Better Customer Support System
Cross-platform synchronization and availability of customer support ensure that more users can access your business organization's IT help desk portal. Positively help desk impacts the customers, providing improved reach and a better growth strategy for your business.
6. Reduced Paperwork
Digitization of information by service desk management software will drastically reduce the paperwork in your organization, resulting in better pro-environment strategies. Moreover, the software will maximize your business's optimum use of available resources.
7. Saves Time
Implementation of automated customer support will incorporate substantial automation into your business, thus providing quick and accurate solutions. An online help desk software will help create a better scope for improved performance, productivity and revenue for your business.
8. Quick customer service
It will often happen that your customers don't feel like connecting via call or email. In IT helpdesk support software, customers can generate tickets for their queries. You can push the matter forward and solve customer queries as support.
9. A Strong Knowledge Base
Help desk software lets you create a knowledge base of your product or services, benefiting the customers and new employees. They can go through the knowledge base for frequently asked questions and solve their doubts.
10. Better Customer Support
IT Helpdesk support software can prioritize the generated tickets based on the urgency to justify the customers well. It can also prioritize and distribute tickets according to various departments. Customer problems can be solved with this approach.
Here are the top reasons why every organization should buy help desk software:
1. Easy Sorting
With the filters and search features of help desk support software, you can quickly sort the tickets and distribute them to the respective departments.
2. Around The Clock Assistance
Your customers can contact you at any time. The best organization relies on their queries and issues when they arise. Only choose that application from the help desk ticketing system list, which helps you stay connected with your customers around the clock.
3. Helps You To Find Out The Loophole
As help desk software segregates the tickets per the categories, it will help you recognize which department of your organization is not performing as it should be. You can also identify the main issue and work on its improvement.
4. The Automation
A web help desk will automate mundane tasks like receiving calls, sorting queries, and generating feedback forms, reducing efforts and increasing work efficiency.
5. The Database Generation
Every organization needs a database of customers' queries and a resolution framework for future reference. While bookkeeping of all these details is next to impossible, the cloud-based integration of a help desk system does it effortlessly.
The help desk software has seen significant evolution over a decade or two and has emerged with some outstandingly obligatory features such as:
1. Ticket Automation
Ticket automation is a primary feature and an absolute necessity for any customer help desk software. From automatic ticket dispatch and creating SLAs (Service Level Agreements) to routing a ticket to the specific user, numerous functions can be performed with this.
2. Providing SLA information
An essential task for any employee of an organization is to gauge the ticket's importance or priority. It was made easy by the SLA status information feature of the help desk software. As a result, one can prioritize the keys and easily avoid SLA violations.
3. Management of Problems
It helps to analyze, classify, and solve issues. It helps to eliminate repeated problems, thus boosting help desk software's productivity.
4. Management of Product and Inventory
For a company that deals in products and inventory, the development and inventory management feature is a lifesaver! One can use the ticket page to gather all the customer information rather than looking for it in the physical documents.
The software's dashboard feature helps the agents figure out essential facts and figures such as urgent tickets, pending tickets, new tickets, and incoming calls. The supervisors can analyze data such as the total number of issues resolved over a specific period, the resolution rate, and the agents' performance, all thanks to the dashboards!
6. Social Media Integration
Among the most advanced customer service ticketing software features, social media integration helps maintain a close watch on the different social platforms and learn about the customer's views about the company through their comments.
Though the need for help desk software for any organization is prevalent, buying just any other helpdesk software open source will not suffice the purpose impressively. It would help if you considered a few factors before purchasing help desk software for small businesses for your organization.
1. The Compatibility Of Various Tools And Features
As a help desk system comes with various tools and features, you should ensure that all these tools are compatible with your line of business.
For example, you are an MNC that works globally, and it is better to own cloud-based help desk management software that will allow your team to access the data regardless of location. On the same note, if you are an organization that deals directly with consumers, your ticketing feature of the help desk ticketing system must have easy and comprehensive filtering and searching options to find out the tickets easily.
2. The Customization Factor
Customization is one of the most critical factors in every help desk system. Your customers' needs and issues can be changed at any time. Henceforth, your web help desk must be capable of getting accustomed accordingly.
3. Easy Accessibility
The help desk solution with mobile support and has proven more efficient as it helps agents take immediate remedial action and communicate within the team. This feature can't be overlooked while choosing one option from our help desk ticketing software list for your organization.
4. The Cost-Factor
The help desk system comes in various forms and price tags. Small businesses' help desk system doesn't need to meet your budget. Choose the one which offers maximum assistance at an affordable cost.
5. Check The Collaboration Capability Of The Help Desk Software
When you resolve your customers' issues, you need to take the assistance of various other departments. It is essential to check whether your help desk management software can collaborate with your organization's service departments. A help desk system should generally collaborate on the following three levels.
Amongst the agents.
Between the various departments to get the exact information.
Between the agent and the customer.
It is best if your web help desk collaborates at all these levels.
6. Easy Access
You will not provide timely customer solutions if the agents don't have easy access to the database.
Today, the software market is inundated with various variants of help desk systems – they are classified into different categories based on their deployment, target corporate users, and source code accessibility. Here are five main types of help desk systems:
1. Web Help Desk Software
This favorite type of software is hosted on the software vendor's server and is also known as cloud-hosted or Software as a service (SaaS). Corporate users can access the help desk features through the vendor's website, mobile application, or locally installed desktop system. In addition, all essential data, such as customer queries, ticketing requests, customer information, and service analytics, are stored on the vendor's server and can be accessed by authorized users.
2. Enterprise Help Desk Software
This complex application platform has a series of functional modules such as service request fulfillment, IT asset management, survey management, billing, and account management. The enterprise help desk system does not remain limited to solving customer queries. Instead, it goes one step beyond improving inter-departmental communication and job engagement. The best aspect of enterprise software is that it leverages real-time data to integrate with CRM software applications, thus enhancing productivity and decreasing service costs.
3. On-Premise Software
A company purchases licensed software and run it on its internal server by controlling the system. It generally has a one-time installation fee, and the company ensures periodic system maintenance and data backup. The significant advantage of this is that there are complete ownership and control by the organization; hence there is no breach of data privacy
4. Open-Source Help Desk Software
Many organizations opt for open-source help desk systems as they allow users to access their source code, and they do not have to pay a license or setup fee. Open-source help desk software is very flexible as it will enable system users to add new features, fix bugs, and even modify processes to suit the business model. It is the ideal choice for companies with skilled IT experts who can execute changes in open-source software to make it suitable for long-term use.
5. Cloud-Based Help Desk Ticketing Software
The most popular help desk system allows complete accessibility to customer ticketing information to team members. Cloud-based help desk platforms are hosted on remote servers that allow business firms to handle heavy traffic loads. The most significant advantage of cloud-based help desk ticketing systems is that they keep a complete backup of data that can retrieve; hence there is no fear of any loss of information that can hamper profitability.
In light of the growing focus on customer relationship management, it is essential for business firms to research the market and get the best help desk software for their organization. A recent study has revealed that the benefits of getting help desk management software far outweigh its costs as the ticket resolution times increase by a massive 95%. In addition, it leads to first-contact resolution for over 94% of all customer issues.
The evolution of technology has led to a profound change in help desk systems, and there are many current market trends that organizations need to remain aware of. Here are some buzzing market trends that are related to helping desk ticketing systems:
Automation is the Saas help desk software that aims to eliminate human contact or interference in ticketing as much as possible. Customers can now chat with bots that understand their problems and redirect them to the concerned department for a quick resolution. These chatbots are based on artificial intelligence and keywords and enable clients to serve themselves effectively, which is a great time, money, and energy saver for organizations.
2. Machine Learning
If your organization is investing in the best help desk software, there is a good chance that it will be powered by machine learning. This enables machine systems fuelled by artificial intelligence to think automatically and make accurate decisions to resolve queries faster. Machine learning technology has advanced rapidly, and most help desk management software tools are cognitively automated, ensuring the quick identification, monitoring, and resolution of customer tickets.
3. Cloud Computing
Software as a service(Saas) or cloud computing has come up in a big way – easy deployment, continuous access to data, and strong security are some significant advantages promised by cloud-based help desk software tools. Cloud-based help desk solutions software has many benefits over on-premise service desk software packages. They are more economical, have better security features, and have no hardware or maintenance issues. Most firms have migrated to cloud-based help desk solution, which has become an industry standard – a must-have in the current corporate scenario.
4. Personalized Ticketing
There has been a massive advent in consumer-centric business help desk practices, and modern IT help desk solutions software provides customers customized support across multiple channels. The best help desk management software systems in the market aim at leveraging technologies such as gamification and social media content curation to provide a personalized self-service experience to customers. Customer agents are empowered with artificial intelligence to get a complete insight into client demands and offer them custom tailor-made service that enhances satisfaction rates.
5. Big Data
Big data is the latest trend where help desk software systems can capture large amounts of data to make better critical managerial decisions. Big data helps organizations gain better business opportunities by connecting and retaining long-term clients by creating a vast knowledge base of vital company information. Help desk software now enables rapid data analysis, prepares reports, and utilizes the power of big data to make smarter strategic decisions.
The Bottom Line
You must buy and install only the right help desk software to establish better business standards for your business. With the latest technological innovations combined with customized support solutions, these Online CRM Softwares have the potential to revolutionize the way your customers engage with business organizations. Furthermore, if utilized correctly, the help desk ticketing software for small businesses can improve customer satisfaction and enhance the financial standards of your business organization. Thus, it can be said that using a helpdesk system in this day and age is a must if you want your business to grow by leaps and bounds!
Compare Pricing Plans of Top Help Desk Software Providers
FAQs of Help Desk Software
Help desk ticket refers to individual customer support cases. When a customer raises a query or a ticket is generated. The ticket is assigned a unique number which is then forwarded to a designated customer support executive.
The customer receives a confirmation email along with the ticket number when his/her query is registered. With this, the customer can check the status of the ticket and gauge how much time it will take to resolve his /her issue. Once the issue is resolved, the ticket is closed.
Help desk analyst provides technical support for any aspects of the IT department – be it resolving technical issues that end users face or connecting them to more intensive IT support. Besides, he involves in configuring and resetting network access accounts when required, installing new hardware and software, and providing training to end users.