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.

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List of 20 Best Help Desk Software

Showing 1 - 20 of 213 products

Category Champions | 2023

#1

Zendesk builds software 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

Starting Price: Starting Price: $5 Agent/ Month

Mobile App
API
Free Trial

Recent Review

"Zendesk review" - Lokendra

High Performer | 2023

#2

Deliver exceptional customer service with Freshdesk Online Customer Support and Help Desk. Freshdesk is the customer support software that gives you everything you need to delight your customers. Read Freshdesk Reviews

Starting Price: Available on Request

Mobile App
API

Recent Review

"Simple yet powerful self service software !" - Ruchika Singh

Contenders | 2023

#3

ManageEngine ServiceDesk Plus is a web-based, easy to use help desk and asset management software which integrates ticketing, asset tracking, purchasing, project management, contract management and knowledge base in one low-cost package. Read ManageEngine ServiceDesk Plus Reviews

Starting Price: Starting Price: $8 Technician/Month

Mobile App
API
Free Trial

Recent Review

"I used this for a good time, it's best" - Mudit Mishra

#4

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

Starting Price: Starting Price: $25 User/Month

Mobile App
API
Free Trial

Recent Review

"Best CRM Management Tool For Enterprises" - Sabish Chaurasia

#5

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

Starting Price: Available on Request

Mobile App
Free Trial

Recent Review

"RemotePC is one of the best softwares to work remotely" - Avinash mishra

High Performer | 2023

#6

SysAid is an ITSM, Service Desk and Help Desk software solution that integrates all of the essential IT tools into one product. Its 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

Starting Price: Available on Request

Mobile App
API
Free Trial

Recent Review

"Good and essential tool for ticketing purpose" - Prachi Kurane

#7

Help Scout is a web based help desk composed for a great customer experience. It creates multiple mailboxes for each shared email address so you can work seamlessly across departments, or manage several products Read Help Scout Reviews

Starting Price: Starting Price: Available on Request

Mobile App
API
Free Trial
#8

Viewabo is a fully featured Help Desk Software designed to serve SMEs, Startup, Agencies, Enterprises. Viewabo provides end-to-end solutions designed for Web App. This Help Desk System offers Dashboard, Feedback Management, Survey Management, Reporting/Analytics, Remote Access at one place. Learn more about Viewabo

Starting Price: Starting Price: $30 Per Month

Mobile App
API
Free Trial

Category Champions | 2023

#9

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

Starting Price: Starting Price: $45 Per Month

Mobile App
Free Trial

Recent Review

"HubSpot CRM review" - Val R

Category Champions | 2023

#10

Freshservice is a cloud based ITIL Service Desk & IT Service Management (ITSM) solution that adds user experience on top of powerful Ticketing & Asset Management capabilities serving more than 20000 customers worldwide. Read Freshservice Reviews

Starting Price: Starting Price: $19.43 Agent/Month Billed annually

Mobile App
API
Free Trial

Recent Review

"Good " - Pinky Subhash Chandra Agarwal

Contenders | 2023

#11

Kayako is world's leading multi-channel helpdesk and lives chat software. It builds web-centric customer support solutions that enable organizations to deliver a better support experience to their customers and, as a team, work and collaborate more effectively. Read Kayako Reviews

Starting Price: Starting Price: $15 Agent/ Month

Mobile App
API
Free Trial

Recent Review

"Vary good software applications for tracking customer and user requirements." - Aakash Gandhi

Emergents | 2023

#12

Cayzu is a cloud-based help desk software solution designed to manage customer service for small and medium-sized businesses. 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

Starting Price: Starting Price: $12 Month/Agent

Mobile App
API
Free Trial

Emergents | 2023

#13

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

Starting Price: Starting Price: $65 Agent/Month/Billed Annually

Mobile App
API
Free Trial
#14

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

Starting Price: Starting Price: $60 User/Month

Mobile App
API
Free Trial
#15

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

Starting Price: Starting Price: $145 500 Minutes

Mobile App
API
Free Trial
#16

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

Starting Price: Starting Price: $11 Agent/Month

Mobile App
API
Free Trial

Contenders | 2023

#17

Vision Helpdesk is a customer support platform that offers Help Desk Software, Multi-Company Help Desk, ITIL ITSM Service Desk Software & Live Chat Software. Read Vision Helpdesk Reviews

Starting Price: Starting Price: $12 Per Agent/Month/Billed Annually

Mobile App
API
Free Trial
#18

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

Starting Price: Starting Price: $9 Per User Licence

Mobile App
API
Free Trial

Emergents | 2023

#19

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

Starting Price: Starting Price: $24 Per Month

Free Trial

Emergents | 2023

#20

Atera IT is a process automation software that helps MSPs and IT service providers of all sizes with integration, automation, and business processes. This cloud-based software offers Backup and Recovery, Billing & Invoicing, and Issue Management. Learn more about Atera

Starting Price: Starting Price: $99 Per User

Mobile App
API
Free Trial

Until 31st Mar 2023

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Help Desk Software Guide

Why Need Help Desk Software?

Help desk software is an automated platform that allows managers to solve customer concerns by managing their tickets right from the receipt to the resolution of the problem. It comes power-packed with an impressive range of support features that promote seamless two-way collaboration between team members, managers, clients, and organizational stakeholders.

What are the Benefits of Help Desk Software?

Today’s business arena is highly customer-centric, with companies battling to capture the same target customers with limited resources and means. In such a scenario, utilizing the services of an efficient ticketing system can go a long way in keeping your customers happy with help desk software.

Many managers are still skeptical about switching traditional tools to IT ticketing systems. Your organization can instantly receive many advantages through investing in a good support ticket system. Here is a comprehensive list of some major reasons to use help desk ticketing software for your website:

1. Resolves Tickets Faster

One of the greatest benefits of help desk ticketing software is that it resolves customer issues and improves customer service speedily and agilely. Online customer support software solves tickets quickly by efficient collaboration with requisite agents, routing to in-house expertise, and direct access to product specifications. Customers do not have to wait in long telephonic queues or undergo any inconvenience for long periods, as help desk software categorizes tickets on priority and resolves all issues based on urgency in an extremely positive and productive manner.

2. Higher Accuracy

Often, organizational support representatives cannot solve customer queries accurately, leading to discomfort and dissatisfaction. One useful advantage of IT ticketing systems is that it increases the accuracy rate as in-house experts and specialized consultants help solve problems. The knowledge and expertise of experienced support representatives increase the speed and accuracy rate of complaint resolution, leaving clients highly satisfied through superior service levels.

3. Address Service Level Agreements

Help desk software is important for managers to handle service level agreements efficiently and correctly to keep customers happy. Ticketing systems enable team members to assign stringent rules to route various service level agreements to their respective workflows; thus, each SLA type, whether basic or premium, gets the best level of customer service.

4. Build a Knowledge Base

Help desk ticketing software ensures that your organization has a solid knowledge base as it handles many common customer concerns on a routine basis. Help desk management systems are amazing tools that classify, tag, and organize repetitive customer concerns to formulate an FAQ section. These frequently asked questions can help clients solve the common issue and avoid confusion in company policy, making customer support systems a must-have tool to form a knowledge repository.

5. Reporting and Optimization

Online customer support software platforms are revolutionary platforms that have advanced reporting capabilities. The best help desk software collects all pertinent information. It calculates important metrics such as ticket load on each service team, customer happiness levels, turnaround time, and resolution rate so that managers can get a bird’s eye view of the broader picture. Visual and user-friendly reporting modules help to give managers perspective and improve service quality levels.

6. Unified Data Repository

On-premise help desk software solutions maintain a unified and structured database of customer information managers can access to solve customer issues faster. A common single-user portal provides a single place for users to create tickets, view the status of pending complaints, and rectify closed-solved problems. The user portal can also relay essential information to customers, avoiding creating unnecessary tickets.

7. Improves Overall Workflow

IT ticketing systems boost operational efficiency and workflow management by prioritizing tickets for resolution based on the issue’s urgency. Ticket management software auto-assigns help desk tickets to help track real-time customer metrics and analyze in-depth reports, thus enhancing the quality of managerial decisions and ensuring the seamless flow of work processes.

Investing in a premium ticketing system is the key to guaranteed customer satisfaction. Any company can accrue many advantages by getting suitable help desk software for seamless query resolution.

What are the Common Features of Help Desk Software?

Listed below are some of the compelling features of efficient help desk software:

Features of Help Desk Software

1. Performance Analysis and Management

The performance of employees depends on the accuracy and response time of their customer queries. Suppose they take too much time before answering queries or not providing all the necessary details. In that case, the management staff must make strict decisions and bring punctuality to the working ecosystem. Best help desk software encompasses numerous performance-centric metrics that help you measure the team’s performance.

2. Unified and Centralized Customer Database

There are incidents when the customer reopens a ticket due to unsolved queries or doubtful clarity of thought. Help desk software provides a unified and centralized database for all customers. Even if a ticket is posteriorly opened, the agent has all the data of the last conversation in front of him/her. This saves a lot of time and makes the act of problem-solving smooth and convenient.

3. All-in-One Support System

Instead of separately managing the support emails, handling website queries, and taking care of phone calls and chatbots, a company can introduce help desk software. With complaint software, agents and associated employees can take care of all user queries from one place without much fuss. All the employees have access to the software simultaneously, and the software ensures that a query is not directed to more than one agent.

4. Boost Efficiency

With minimal paperwork and the removal of redundant tasks, help desk software improves employees' productivity positively. With the automation features provided by the service desk software, employees can focus on resolving customer issues faster and serve better. This leads to a boost in the efficiency of the company’s ecosystem and a healthy workplace setting.

How to Buy the Best Help Desk Ticketing Software?

Choosing the right help desk software for small businesses is imperative as it can instantly give your firm a massive competitive advantage. There are many different support ticket system options available in the market. It is important to narrow down all the choices and get the best ticketing system for your organization. Here is a detailed step-by-step guide that can make sure that you decide on the best on-premise help desk software platform for your business:

  1. Understand your organization’s needs and the kind of support service you wish to provide customers.

  2. Select the essential features that you expect your ticket management system to have. Make a list of the most important characteristics of your business model.

  3. Help desk software shortlists the various help desk ticketing software systems available in the market. Explore the various software vendors and understand how they can formulate a customized it help desk software package within your budget.

  4. Help desk software Create an evaluation team that will check each online customer support software's various features, costs, and personalization options and decides the best one for your organization.

  5. Take a detailed trial of the customer service ticketing system you wish to implement for your organization – this will help team members understand its usage and features so that they do not have any problems using the software system.

  6. Consider scalability and invest in the best customer support ticket system that can expand according to your organizational requirements. Make sure to choose a software vendor that will provide full support and after-service maintenance.

Following these detailed steps can help any company decide on the best help desk ticketing software solution to promote better output and boost business revenue.

What are the Different Types of Help Desk Software?

Help desk software differs in terms of its functionality, the targeted business size, and hosting type. It can, therefore, be classified into the following types:

Types of Help Desk Software

1. Open-source Help Desk Software

Open-source help desk software is best suited for SMBs and budding startups. The primary reason for the same is that most of these tools are available for free. The tools are open to customization; any company can re-organize them to ensure the final software is system-fit. There are paid versions available for the same software; whenever a company needs to switch to a more powerful tool, it can smoothly transit.

2. On-premise Help Desk Software

Companies that require in-house software that takes care of all the proceedings by operating on their own server can opt for the on-premise helpdesk software. As a result, the maintenance and security aspect of the software becomes a liability to the business and requires extra caution. Businesses that involve the transmission of highly confidential data choose this type of software because no third-party servers are involved. System integration with the company’s CRM, ERP software, etc., happens very smoothly, and overall system performance is stellar.

3. Web Help Desk Software

If there’s uncertainty in the IT team regarding handling and using dedicated in-house help desk software, web help desk software is the optimum solution. The server on the web (also called cloud-based) helpdesk software is a third-party type (generally of the service you are taking), and therefore there’s no hassle in operating the software. The vendor’s server records any data that your software receives or transmits to another system. Thus, the transmission of highly confidential information across such software should be avoided.

4. Enterprise Help Desk Software

Enterprise help desk software provides a multi-faceted integration of tools for a large-sized company. This software duly meets the requirements, and alongside help desk services, the company also gets account and asset management, service procurement and management, etc. The performance of enterprise help desk software is further enhanced by integrating the system with other data organization and management tools. The systems can share data and provide insights through data analysis and projections.

Top Help Desk Software Vendors by Company Sizes

Help desk software can help businesses unify customer information and provide speedy customer service to enhance satisfaction. With tons of help desk solutions available in the market, choosing the right platform is often challenging. To make the decision easier, we have curated a list of the top help desk software vendors by company size. Select the best one by help desk ticketing system comparison.

Enterprise

Medium

Small Business

FreshDesk

Zoho Desk Ameyo

ZenDesk

ProProfs Help Desk Faveo HelpDesk

Sysaid

Freshservice Teamwork

Help Desk Software Comparison for Large Enterprises

Large organizations must invest in the best help desk software to handle a huge volume of tickets quickly and efficiently. It should also be able to integrate with other business applications to streamline organizational workflows.

Many vendors offer tailor-made help desk solutions for large enterprises. Some leading help desk software for large enterprises are FreshDesk, ZenDesk, and SysAid.

  FreshDesk ZenDesk Sysaid
 

FreshDesk

ZenDesk

Sysaid

Free Trial 21 Days 30 Days 30 Days
Mobile App

YES

YES

YES

Cloud-Based

YES

YES

YES

Basic Price $15/Agent/Month $19/Agent/Month Content Vendor
Ticketing Management

YES

YES

YES

Customization

YES

YES

NO

Integrations

YES

YES

YES

Multi-Channel Supports

NO

YES

YES

Automation

YES

YES

YES

Self-Service Portal

YES

YES

YES

Help Desk Software Comparison for Medium Enterprises

Medium-sized enterprises need to choose the best help desk software that is scalable and can expand according to business growth and expansion. The system should go beyond basic functionalities and provide real-time reports, ticket management, and a centralized database.

Many customer service software providers cater to help desk solutions for midsized business organizations. Some top vendors for help desk systems for medium enterprises are Zoho Desk, ProProfs Help Desk, and Freshservice.

  Zoho Desk ProProfs Help Desk Freshservice
 

Zoho Desk

ProProfs Help Desk

Freshservice

Free Trial Lifetime for 3 Users 15 Days 21 Days
Mobile App

YES

YES

YES

Cloud-Based

YES

YES

YES

Basic Price $14/Agent/Month $10/Agent/Month $19/Agent/Month
Ticketing Management

NO

YES

YES

Customization

YES

YES

YES

Integrations

YES

YES

YES

Multi-Channel Supports

YES

YES

YES

Automation

YES

YES

YES

Self-Service Portal

YES

YES

YES

Help Desk Software Comparison for Small Enterprises

Small companies need to invest in top help desk software that can help them automate routine tasks and drive business productivity. They need a system that reduces manual tasks and paperwork and provides real-time information to provide a better customer support experience.

The top three small enterprise help desk software vendors are Ameyo, Faveo HelpDesk, and Teamwork.

  Ameyo Faveo HelpDesk Teamwork
 

Ameyo

Faveo HelpDesk

Teamwork

Free Trial Not Specify Not Specify 30 Days
Mobile App

YES

YES

YES

Cloud-Based

YES

YES

YES

Basic Price Content Vendor $576/One Time $10/Agent/Month
Ticketing Management

YES

YES

YES

Customization

YES

YES

NO

Integrations

YES

YES

YES

Multi-Channel Supports

YES

NO

NO

Automation

YES

YES

YES

Self-Service Portal

YES

YES

YES

Related Article:

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.

Help Desk Software in following industries

Last Updated: February 27, 2023