Best Help Desk Software
Best help desk software includes Freshdesk, Zoho Desk, Zendesk, Help Scout, and HESK. Such top IT help desk software allows organizations to manage and resolve customer support requests, complaints, and inquiries.
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Most Popular Help Desk Software
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List of 20 Best Help Desk Software
One platform to automate end-to-end customer journ
Product Description
Creatio is a global vendor of a no-code platform built for large organizations to streamline workflows and CRM. With unlimited customization, scalable solutions, and ready-to-use tools, Creatio empowers enterprises to own their automation with ease. Read More About Creatio
Creatio Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Campaign Management
- Lead Management
- Integration Capabilities
- Collaboration Tools
- Service Level Agreement (sla) Management
- Opportunity Management
- Contact Management
- Sales Forecasting
- View all Features
Category Champions | 2025
Product Description
Zendesk is a software product that builds 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... Read More About Zendesk
Zendesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Customizable Branding
- Custom Fields
- Ticketing System
- Community Forums
- Macros
- Sla Management
- Integrations
- Ai Powered Bots
- View all Features
Zendesk Features and Usability-Based User Satisfaction Score
Help Desk Software for Service Center Business
Product Description
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 IT tickets. Read More About ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Automations
- Problem Management
- Purchase Management
- User Survey
- Self Service Portal
- Incident Management
- Change Management
- Sla Management
- View all Features
Category Champions | 2025
Omnichannel Communication Tool for Sales & Support
Product Description
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 teams communication and customer support. Read More About ControlHippo
ControlHippo Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Real Time Messaging
- Customizable Templates
- Automated Workflows
- Escalation Management
- Chatbots
- File Sharing
- Sms Integration
- Mobile App Support
- View all Features
ControlHippo Features and Usability-Based User Satisfaction Score
Contenders | 2025
Product Description
It is one of the best MSP software systems available in the market that doubles as a help desk for managing interaction tracking, license management, automatic scans, etc. It’s highly functionality helps testers perform tasks faster and more efficiently. Read More About NinjaOne
NinjaOne Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Network Monitoring
- Security Management
- Reporting And Analytics
- Backup And Recovery
- Policy Management
- Mobile Device Management
- Software Deployment
- Real Time Monitoring
- View all Features
NinjaOne Features and Usability-Based User Satisfaction Score
All-in-one customer experience solution
Product Description
Tidio offers an all-in-one customer experience platform that includes live chat, chatbots, the Lyro AI chatbot, ticketing, email marketing, and multichannel communication capabilities. Read More About Tidio
Tidio Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Live Chat
- Customizable Widgets
- Proactive Chat
- Chatbots
- Messenger Integration
- Pre Chat Surveys
- Visitor Tracking
- Email Integration
- View all Features
Category Champions | 2025
Product Description
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 More About Freshdesk
Freshdesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Canned Responses
- Social Media Integration
- Knowledge Base
- Customizable Reports
- Self Service Portal
- Service Level Agreements (slas)
- Agent Collision Detection
- Ticketing Management
- View all Features
Freshdesk Features and Usability-Based User Satisfaction Score
Category Champions | 2025
Product Description
HubSpot Client Management Software helps businesses to keep a complete eye on each and every lead and touch point with those leads to track the lead status. HubSpots lead scoring system helps the sales team reduce the time and effort in filtering out the bulk... Read More About Hubspot CRM
Hubspot CRM Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Email Integration
- Contact Management
- Custom Fields
- Meeting Scheduling
- Mobile Access
- Lead Management
- Marketing Automation
- Workflow Automation
- View all Features
Hubspot CRM Features and Usability-Based User Satisfaction Score
Software by IDrive
Product Description
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 More About RemotePC
RemotePC Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- File Transfer
- Remote Sound
- Whiteboard
- Remote Reboot
- Collaborative Access
- Session Recording
- Lock Host Keyboard And Mouse
- Scalability
- View all Features
Software by CustomGPT.ai
Product Description
CustomGPT.ai is an innovative platform that allows businesses to create their own AI-powered chatbots tailored to their unique needs. It’s designed to make setting up a custom chatbot easy, even for those without technical expertise. With CustomGPT.ai, you can build conversational AI that understands your... Read More About CustomGPT.ai
CustomGPT.ai Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Advanced Nlp
- Custom Branding
- Customizable Knowledge Base
- Integration With CRM
- Data Security
- Sentiment Analysis
- Customizable Chatbot
- Scalable Architecture
- View all Features
Customer Support Plugin for WordPress
Product Description
Hive Support is a versatile WordPress helpdesk plugin designed to streamline customer support. Offering features like live chat, ticket management, automation triggers, and AI chatbots, Hive Support enhances support teams' productivity while ensuring seamless customer support. Read More About Hive Support
Hive Support Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Email Integration
- Multi Channel Support
- Asset Management
- Ticket Management
- Canned Responses
- Knowledge Base
- Role Based Access Control
- Time Tracking
- View all Features
Software by Agiloft Inc
Product Description
Agiloft is the award-winning and most trusted solution for customer support across the world. It improves customer satisfaction with faster responses, quickly and accurately resolving tickets. Seamlessly provides help desk solutions too. Read More About Agiloft
Agiloft Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Service Level Agreement (sla) Management
- Customizable Dashboards
- Lead Management
- Time Tracking
- Opportunity Tracking
- Reporting And Analytics
- Email Integration
- Custom Fields
- View all Features
Free
$ 0
license/month
Professional
$ 45
license/month
Professional Unlimited
$ 65
license/month
Enterprise
$ 95
license/month
Emergents | 2025
Product Description
"Happyfox is a web-based help desk software hosted in the cloud. IT help desk tracks and manages customer requests coming from multiple channels like email, phone, Facebook, and chat through a centralized IT help desk ticketing software for small businesses." Read More About HappyFox
HappyFox Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Integrations
- Multi Language Support
- Task Management
- Canned Actions
- Multi Channel Support
- Sla Management
- Time Tracking
- Mobile App
- View all Features
POPULAR
$ 19
Staff /Month
MIGHTY
$ 29
Staff/Month
FANTASTIC
$ 49
Staff /Month
ENTERPRISE
$ 69
Staff /Month
HappyFox Features and Usability-Based User Satisfaction Score
Multi Channel Customer Support Software
Product Description
Kayako is a leading multi-channel and 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... Read More About Kayako
Kayako Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Chat Transcripts
- Customizable Chat Widget
- Chat Routing
- Chat Tags
- Visitor Banning
- Mobile App
- Multi Language Support
- Agent Collision Detection
- View all Features
Inbox
$ 15
Agent/ Month
Growth
$ 30
Agent/ Month
Scale
$ 60
Agent/ Month
Category Champions | 2025
Product Description
LiveAgent is a comprehensive web-based multichannel help desk software and IT helpdesk ticketing system. It seamlessly integrates communication channels, including Email, Voice, Chat, Facebook, and Twitter, into a unified interface for efficient support management. Read More About LiveAgent
LiveAgent Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Internal Chat
- Chat Reports
- Chat Transfer
- Chat History
- Chat Widgets
- Chat Routing
- Chat Invitations
- Ticketing System
- View all Features
Small
$ 15
Agent/Month
Medium
$ 29
Agent/Month
All-inclusive
$ 49
Agent/Month
Enterprise
$ 69
Agent/Month
LiveAgent Features and Usability-Based User Satisfaction Score
Software by Enhancesoft LLC
Product Description
osTicket streamlines and automates complex help desk tasks, enabling teams to achieve more in less time while maintaining a human touch. Read More About osTicket
osTicket Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Auto Responder
- Canned Responses
- Customizable Templates
- Email Integration
- Role Based Access
- Service Level Agreements (slas)
- Knowledge Base
- Ticket Filters
- View all Features
Software by SalesForce Inc.
Product Description
Salesforce Service Cloud is customer support software. It helps you provide faster and satisfactory case resolution, customer-engaging portals, better support on digital channels, and so on. Read More About Salesforce Service Cloud
Salesforce Service Cloud Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Mobile App
- Service Console
- Omni Channel Routing
- Live Agent Chat
- Asset Management
- Telephony Integration
- Macros
- Email To Case
- View all Features
Salesforce Essentials
$ 25
User/Month
Lightning Professional
$ 75
User/Month
Lightning Enterprise
$ 150
User/Month
Lightning Unlimited
$ 300
User/Month
Customer service on wings!
Product Description
ThinkOwl is an advanced AI-driven platform that automates customer communication and document management, enhancing productivity and efficiency. Trusted by over 5,000 companies, it offers multilingual support and seamless integration across various channels. Read More About ThinkOwl
ThinkOwl Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Collaboration Tools
- Mobile App
- Sla Management
- Multi Language Support
- Ticket Management
- Role Based Access Control
- Canned Responses
- Customer Feedback
- View all Features
Free Trial
$ 0
For 30 Days
HelpDesk Software | to be fit for every trade.
Product Description
UVdesk is an open-source Helpdesk Ticket system that allows merchants and developers to have their own fully functional enterprise-level Helpdesk. Now, you can deliver flawless customer support with UVdesk along with predeveloped amazing features, fit for every business. Read More About UVdesk
UVdesk Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Canned Responses
- Multi Channel Support
- Custom Fields
- Automated Responses
- Knowledge Base
- Email Piping
- Task Management
- Agent Collision Detection
- View all Features
Basic
$ 0
User/Month
Pro
$ 11
User/Month
Enterprise
$ 18
User/Month
Open Source
$ 0
User/Month
Software by Zluri
Product Description
Zluri is a comprehensive SaaS management platform that offers unparalleled visibility and control over your software stack. It helps IT teams monitor Shadow IT, optimize costs, streamline access reviews, and automate onboarding, ensuring efficient and secure operations. Read More About Zluri
Zluri Is Tailored For
StartUps
SMBs
Mid-Market
Enterprises
Features
- Integration With Sso
- Role Based Access Control
- Security Management
- Renewal Management
- Alerts And Notifications
- Vendor Management
- User Management
- Reporting And Dashboards
- View all Features
Get Free Expert Advice
Providing exceptional customer support is paramount for organizations striving to stay ahead of the competition. However, managing and resolving customer inquiries, technical issues, and support requests can quickly become overwhelming without the right tools in place. That's where help desk software steps in.
So, whether you're a small startup looking to enhance your customer support capabilities or a large enterprise aiming to optimize efficiency across multiple support channels, this guide is your go-to resource for navigating the complex landscape of help desk solutions. Let's discover how help desk software can revolutionize the way you engage with your customers and elevate your support operations to new heights.
What is Help Desk Software?
Help desk software is designed to streamline and manage customer support operations within an organization. It serves as a centralized platform for receiving, prioritizing, assigning, and resolving customer inquiries, issues, and requests. Typically, help desk systems include features such as ticket management, knowledge base creation, automated routing, real-time communication channels (like live chat or email integration), reporting and analytics, and sometimes, self-service options for customers.
This IT help desk software aims to enhance efficiency by organizing support tickets, facilitating collaboration among support agents, and providing insights into support performance and customer satisfaction metrics.
Different Types of Helpdesk Software
Helpdesk software is essential for businesses to manage customer inquiries, technical issues, and support requests efficiently. It comes in various types to cater to diverse organizational needs and preferences. Let's explore four common types of help desk management software:
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Web Help Desk Software: The web help desk system operates entirely online, accessible through web browsers. It offers the advantage of accessibility from anywhere with an internet connection, making it convenient for remote teams or employees working from different locations. Users can log in to the system, access tickets, and provide support without needing to install additional software.
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On-Premises Help Desk Software: On-premises help desk management software is installed and hosted locally within an organization's infrastructure. Unlike web-based solutions, on-premises software requires installation on company servers or computers. This type of software provides greater control and customization options, as organizations can tailor the software to meet specific security and compliance requirements.
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Enterprise Help Desk Software: Enterprise help desk systems are designed to meet the needs of large organizations with complex support structures and high call volumes. It typically offers advanced features such as SLA management, asset management, knowledge base integration, and multi-channel support (e.g., email, phone, chat).
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Open-Source Help Desk Software: Open-source help desk software is built on an open-source framework, allowing users to access and modify the source code according to their requirements. This type of software is often favored by organizations seeking cost-effective solutions and greater flexibility in customization. Users can modify the software's features, integrate with other systems, and contribute enhancements to the community.
What are the Benefits of IT Help Desk Software?
Help desk platforms bring a plethora of benefits, revolutionizing the way you handle customer support. Here's a breakdown of the advantages:
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Enhances Customer Support
Help desk software empowers your support team to provide swift, accurate, and personalized assistance to customers. With features like centralized ticketing systems and knowledge bases, agents can quickly access relevant information to resolve issues promptly, leading to higher customer satisfaction.
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Simplifies Ticket Management
Help desk software streamlines ticket management by automatically organizing and prioritizing incoming queries. This ensures that every customer inquiry receives the attention it deserves, reducing response times and preventing tickets from falling through the cracks.
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Improves SLA Adherence
Service Level Agreements (SLAs) are crucial for setting expectations and maintaining customer trust. IT help desk software enables you to track and monitor SLA metrics effortlessly. With automated reminders and escalation workflows, your team can stay on top of deadlines, ensuring timely resolution of customer issues and adherence to agreed-upon service levels.
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Offers Data Analysis and Customer Insights
Help desk software provides valuable insights into customer behavior and support trends. By analyzing data such as ticket volume, resolution times, and customer feedback, you can identify recurring issues, pinpoint areas for improvement, and make data-driven decisions to enhance overall service quality.
What are the Features of Help Desk Software?
Central to the functionality of the best help desk solution are several common features that collectively contribute to its effectiveness. By leveraging the below capabilities, organizations can effectively manage support inquiries, resolve issues promptly, and build stronger relationships with their customers.
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Knowledge Base Management
Knowledge base management is a central component of help desk software, enabling organizations to create, organize, and share information resources such as FAQs, troubleshooting guides, and how-to articles. This feature empowers both support agents and customers by providing quick access to relevant information, reducing resolution times, and promoting self-service support options.
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Ticket Management
Ticket management is essential for organizing and prioritizing support requests. IT helpdesk software typically allows support agents to create, assign, categorize, and track tickets throughout their lifecycle. This feature ensures that inquiries are efficiently handled, deadlines are met, and communication with customers remains transparent.
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Interaction Tracking
Interaction tracking enables help desk support software to maintain a comprehensive record of all communication and actions related to each support inquiry. This includes emails, phone calls, chat transcripts, and any other interactions between support agents and customers. By providing a complete history of interactions, this feature facilitates continuity and enables agents to pick up where previous conversations left off.
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Alerts/Escalation
Alerts and escalation mechanisms are designed to ensure timely responses to critical issues and prevent support inquiries from slipping through the cracks. Help desk software can automatically trigger alerts for overdue tickets, high-priority issues, or specific conditions defined by customizable rules. Escalation procedures route unresolved tickets to higher-level support tiers or management for prompt resolution.
-
Multi-Channel Communication
Help desk software with multi-channel communication capabilities enables organizations to efficiently manage inquiries from different sources within a unified interface. This feature enhances accessibility, responsiveness, and customer satisfaction by meeting users on their preferred platforms.
Read in Detail: 12 Must-have Help Desk Software Features
Challenges with Online Help Desk Software
Help desk software implementation presents several challenges for businesses. Firstly, there's the complexity of configuring and customizing the software to align with specific workflows and integrate seamlessly with existing systems.
This process demands both time and technical expertise, often requiring dedicated IT resources. Additionally, ongoing maintenance and updates can strain resources, particularly for smaller businesses with limited IT support. Another significant challenge is ensuring user adoption.
Despite training efforts, employees may resist adopting new software, leading to inefficiencies in customer support processes. Moreover, effectively managing the large volumes of data generated by help desk software presents its own set of challenges. Organizing and analyzing this data to extract meaningful insights requires dedicated efforts and resources. Security and compliance are also paramount concerns.
How Much Does Help Desk Software Cost?
Help desk software costs can vary depending on factors like features, user count, and vendor support. Basic packages for small businesses may start at $10 to $50 per user monthly, offering ticketing and basic reporting. Medium to large enterprises might pay $50 to $200 or more monthly per user for advanced features, such as automation and integrations. Some vendors base pricing on ticket volume or offer flat fees for unlimited usage.
Free and open-source options exist but may lack advanced features. Businesses should consider their needs and budget when choosing a solution, weighing factors like scalability and customer support. Making an informed decision ensures the selected help desk tools provide value and meet operational requirements.
Key Considerations When Purchasing Help Desk Software
IT help desk solutions are crucial for businesses aiming to streamline their customer support operations. Whether you're a small startup or a large enterprise, several key considerations should guide your decision-making process to ensure you choose the best help desk software that meets your specific needs.
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Assess Automation Features
Look into the automation capabilities of the support desk software. Determine if it offers features like automated ticket routing, canned responses, or chatbots to streamline support processes and enhance efficiency.
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Check Ticket Categorization
Ensure that the helpdesk system allows for easy categorization and prioritization of tickets. This functionality helps in organizing incoming requests and ensures timely resolution by directing them to the appropriate personnel or teams.
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Ensure Customer Feedback Functionality
Verify that the helpdesk solutions include mechanisms for collecting and managing customer feedback. This could involve surveys, rating systems, or comment sections within the ticketing system, enabling you to gauge customer satisfaction and identify areas for improvement in your support services.
Latest Trends in Help Desk Software
The latest trends in help desk software are shaping the future of customer support and IT service management. Let’s understand these trends in detail.
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Increasing Automation and Self-Service
The push to reduce IT costs and enhance productivity is leading more businesses to adopt automation and self-service options within their IT service desks. While this transition aims to improve efficiency, it can also pose challenges, particularly for smaller businesses that may struggle to implement these technologies.
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Bridging the Gap with Conversational AI
In retail customer support, the use of chatbots is increasing, but many still do not meet customer expectations effectively. To address this issue, advancements in conversational AI are being developed. Retailers are looking forward to AI-powered bots that can better support their customer service teams and offer a more satisfying and personalized customer experience.
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Leveraging Technology for Enhanced Feedback
Companies are increasingly using technology to gather and analyze customer feedback. This encompasses not just customer service interactions but also insights into products and services. By understanding customer sentiments, businesses can refine their strategies for a better overall experience.
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Integration with Collaboration Tools
A lot of help desk solutions are now offering built-in integrations and APIs, allowing businesses to customize their workflows and connect with other tools seamlessly. This flexibility enables organizations to enhance their customer support processes, streamline operations, and improve overall efficiency by leveraging the tools that best fit their needs.
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Focus on Omnichannel Support
Customers now expect seamless support across various channels, including email, chat, social media, and phone. Help desk software is increasingly offering omnichannel capabilities, allowing businesses to manage customer interactions from multiple platforms in one unified interface. This enhances customer experience and ensures efficient resolution of inquiries.
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