Best Help Desk Software62Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.Guru1https://media.trustradius.com/product-logos/GC/YH/95DLZH5K88E2.PNGosTicket2https://media.trustradius.com/product-logos/SA/XK/TZEM2WHCPUQ0.PNGGrooveHQ3https://media.trustradius.com/vendor-logos/8S/fz/586LEI2HFSI8.pngHappyFox4https://media.trustradius.com/product-logos/mM/7Z/TJP8TVITLALH.PNGClickDesk5https://media.trustradius.com/vendor-logos/Ja/fa/76KTPADTZ1NA-180x180.PNGHelpSpot6https://media.trustradius.com/product-logos/S8/P8/TLK6NAGVW7ZJ.pngVision Helpdesk7https://media.trustradius.com/product-logos/X6/an/9GNKTQ67VZ0S.PNGSherpaDesk8https://media.trustradius.com/product-logos/6F/1b/T7QBS5LL36KN.PNGHelpCrunch9https://media.trustradius.com/product-logos/UH/U2/JEHKR1I2T90Z.JPEGWeb+Center10https://media.trustradius.com/product-logos/Ak/93/9UETDSQBFQQV.JPEGLiveHelpNow11https://media.trustradius.com/vendor-logos/HF/eZ/JMA5ZTJM8723-180x180.JPEGHelpshift12https://media.trustradius.com/product-logos/Ga/Sz/AWAHHQX3CLXN.pngJitBit Help Desk13https://media.trustradius.com/vendor-logos/XO/h9/93JR8SA5S5I7-180x180.PNGTeamwork Desk14https://media.trustradius.com/product-logos/6L/Ho/7S5J13E0P4NB.PNGSupportBee15https://media.trustradius.com/vendor-logos/9a/Mn/TFMT2PL0TFM4.pngKronoDesk16https://media.trustradius.com/vendor-logos/uS/Zp/26AAAKR7HJBA-180x180.PNGMojo Helpdesk17https://media.trustradius.com/vendor-logos/WL/QU/R2OGDJNG8G4I.pngeStreamDesk18https://media.trustradius.com/vendor-logos/Zt/VH/1RQF98TV19RK-180x180.PNGDeskRoll Remote Desktop19https://media.trustradius.com/product-logos/mv/DD/GC0EO1GJ9W0L.PNGHelpjuice20https://media.trustradius.com/product-logos/vZ/rY/GPTWIC1RWV29.PNGApptentive21https://media.trustradius.com/product-logos/g7/1F/RHCMLJ1RTFBS.PNGKnova Knowledge Management22https://media.trustradius.com/vendor-logos/Jo/9d/XMWSJCWFM4LS-180x180.PNGSoffront CRM23https://media.trustradius.com/product-logos/7g/X7/3SCJKG7IB9ND.JPEGHiver24https://media.trustradius.com/product-logos/bh/ty/XN5NTV0BVT7T.PNGRaiseaticket25https://media.trustradius.com/product-logos/Sa/Db/A11ERM7JIFHR.JPEG

Help Desk Software

Best Help Desk Software

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Help Desk Software Overview

What is Help Desk Software?

Help Desk software organizes and automates customer support processes. Other names for Help Desk software include:


  • Customer service software

  • Service desk software

  • Customer support software


No matter what it’s called, this form of software has the same goal. It creates a single point of contact for users to connect with a company. When customers cannot solve a problem, they can easily reach out for support and for self-help knowledge.


Some help desk solutions offer both self-service and ticketing for support personnel. Others focus on either a knowledge center or a ticketing center.


Most help desk software integrates with live chat software and call center software. (Alternatively, some customer service suites offer these capabilities built-in.) Most will also integrate with related platforms, like a CRM.


Integration makes the software more functional and information more accessible, contributing to a smoother experience for the support agent and for the customer requesting help.

Ticketing System

The ticketing system is the most important part of help desk software. Customers use a portal to create a support ticket. The ticket is then submitted to the right person or department.


With a project management approach, help desk software lets users track, prioritize, and route tickets. This process can be automated or directed manually, often with collaboration across departments.


Multi-channel support uses the same ticketing system across multiple channels. This includes live chat, email, web forms and phone, and may also include social or other channels. The system integrates the progress of a ticket into a single interface, regardless of where the issue originated.


Based on user feedback in reviews, there are certain things to keep in mind. Look for these features as you’re determining whether a ticketing system is right for your use case:


  • Customer ticket fields

  • Billing based on support usage

  • Differentiated support for various accounts

Self Help Knowledge Base

Help desk software often lets teams create self-help resources. This helps customers to answer questions on their own, without submitting a ticket. This is known as a self-help knowledge base.


Sometimes this is in addition to a ticketing system, and sometimes it stands alone. A knowledge base can take different forms, including:


  • Discussion boards and forums

  • FAQs

  • How-to articles

  • Pop-up tips & recommendations


Customers can often solve their problem using these resources. This means fewer support tickets and more efficient work for support agents. Many help desk tools also include the ability to create an internal knowledge base that can help agents answer questions more quickly and accurately.


Platforms like Zendesk and Desk.com include both self-help and ticketing options. Other tools, like Parature, are point solutions for a self-help knowledge base. Knowledge base point solutions let users create and share self-help knowledge with customers and support agents.

Social Support

Social support integrates your help desk with social media platforms to bring a new level of service to customer support. This integration allows social monitoring, issue tracking, and engagement. Examples of products that enable social support include Freshdesk, Zoho Support and HappyFox.


Social support tools help agents communicate directly on social media. As customers ask questions or share complaints on social media, agents can respond faster and more publicly. Usually, agents can respond to Tweets or Facebook posts within the help desk interface. This helps keep social media support organized alongside other support channels. Even without a ticket, social media communications are an important way to interact with customers.

Help Desk Software Features & Capabilities

Ticket & Case Management

The core of most help desk solutions is the ticketing system. Common features for ticketing and case management include:


  • Ticket creation - Allows users and agents to enter new support requests.

  • Ticket response - Allows agents to follow up with customers. This often includes automated responses.

  • Workflow/Escalation - The ability to route tickets to appropriate support personnel.

  • Documentation and collaboration - Agents can attach files and notes to tickets, maintaining a record of every interaction.

  • Service Level Agreement Management

Self Help/Community

Many help desk products support self-help options on top of ticketing. These community resources can take pressure off of agents by facilitating self-service. Features around self-help and community include:


  • Forum functionality for customer discussion.

  • A searchable knowledge base.

  • Public Q&A for the benefit of other customers.

  • Internal knowledge base to help agents answer support questions.

  • Surveys and polls, for customers to submit ideas and leave feedback.

Multi-Channel Communication

Most help desk solutions enable communication via multiple channels. Multi-channel features give easier access to support for customers. Multi-channel communication also creates a more convenient platform for agents. Common multi-channel features include:


  • A customer portal for users to submit tickets and access self-help resources.

  • Live chat within a software product or on a company website.

  • Phone support. This includes call recording, contact database, Interactive Voice Response, call routing, and call scripting.

  • Social integration with platforms like Facebook and Twitter. This often includes “social listening” tools for brand activity monitoring and reporting.

Pricing Information

Help desk software is usually priced as per agent per month. This means the price grows the more support agents the organization needs. Vendors typically offer a discount for annual billing. It is also usual to find multiple editions, with price dependent on features.


For the typical subscription model (per agent per month), pricing starts at under $10 for basic features. Subscriptions can run up to $200 per agent per month for a more enterprise level of service.


Some small vendors provide software to other small companies. As a result, some packages are priced differently than normal. These pricing models include a one-time license purchase and a volume-based subscription model.


Some ‘freemium’ packages are available, such as Freshdesk for small businesses. Companies can use basic features for a limited number of agents without paying anything. Then they can add more features or more agents when they grow. These may work well for startups or small companies that just need the essentials.

Help Desk Products

Listings (26-50 of 95)

18 Ratings

Guru is a knowledge management platform that integrates with Slack, as well as feeds product information into a company's sales enablement, customer support, and content marketing channels.

10 Ratings

GrooveHQ is a simple help desk platform meant for small businesses and startups. The free version contains a ticketing system for two teammates. The $15 per agent, per month paid plan supports unlimited users, white labeling, integrations, and a workflow system for prioritizing tickets.

5 Ratings

HappyFox is a web based customer support ticketing system hosted in the cloud. It helps track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system. It provides integration with other web apps like CRM, l...

5 Ratings

Vision Helpdesk, which started in 2005 as a simple help desk software has now evolved into three customer service and IT support management tools. Help Desk Software - An all-in-one multi channel help desk software that allows users to manage customer communication across various channels like e...

4 Ratings

All-in-one software for better customer communication HelpCrunch toolset includes: Live chatEmail marketing automationSimple HelpdeskIt's a perfect solution for customer support, sales & marketing teams at SaaS, E-commerce, and any other online businesses. Acquire, convert more leads, and su...

4 Ratings

Web+Center is a suite of open source, web-based help desk applications that run onsite or in the cloud and support all browser-based devices, including PCs, Macs, smart phones and tablets. With access to 100% of the source code, organizations can create the ideal customized solution for their uni...

7 Ratings

Teamwork Desk is an all-round support hub for inbound communication and help doc creation, allowing users to manage tickets and resolve issues 24/7. It measures important support metrics, including customer happiness, team productivity and traffic channels. It also offers seamless integration wit...

1 Ratings

SupportBee is a lean help desk option, essentially an email ticketing system, for small businesses. It deviates from the typical per agent per month pricing model in favor of pay-as-you-go ticket volume pricing.

2 Ratings

DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users thr...

1 Ratings

Helpjuice is a web app that companies can use to keep their help pages up-to-date. Instead of answering the same question repeatedly, companies can use Helpjuice to keep track of content. This app includes analytics that enable businesses to see the content their users are searching for the most ...

5 Ratings

Apptentive is an in-app messaging tool for mobile application providers. It allows users to provide in-app help and customer support, send in-app surveys, prompt app users to provide ratings, etc. It is designed to foster engagement and build advocacy among the mobile app's user base.

1 Ratings

Soffront offers Soffront CRM Software for Sales, Marketing and Service, which the vendor says is a comprehensive, yet user-friendly platform. All submitted, assigned and resolved cases are tracked within a customizable dashboard. Customer support ticket submissions are automatically routed to the...

2 Ratings

Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like support@ or sales@ without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you ...

1 Ratings

Raiseaticket is a 100% free web-based helpdesk solution. The vendor says it has been developed by a team of experienced developers and infrastructure experts and is backed by insights from Customer Care leaders experienced in the Enterprise, Aviation, Contact Centre, Logistics, Government and Tec...