Zoho Support is a Saas help desk / ticketing system aimed at SMBs. I competes most often with Zendesk, and Desk.com.
Help Desk Software
Best Help Desk Software
TrustMaps are two-dimensional charts that compare products based on satisfaction ratings and research frequency by prospective buyers. Products must have 20 or more ratings to appear on this TrustMap.
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.
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
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 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
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.
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.
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 94)
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.
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
Vision Helpdesk offers three products: Help Desk Software (Multi Channel Help Desk) , Satellite Help Desk (Multi Brand Help Desk) and Service Desk (ITIL / ITSM Help desk). According to the vendor, Vision Helpdesk is the only web-based help desk software that allows users to manage support for m...
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...
ClickDesk is an engagement platform offering live chat, video and social capabilities. ClickDesk also includes help desk functionality (ticket management, email support, alerts, etc.).
HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.
SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.
Teamwork Desk provides one central place to manage communications with transparency and accountability — helping the user deliver unforgettable customer support. Collect every customer interaction in one place. Answer their queries with context and provide more productive, personal responses. Red...
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...
Internet Software Sciences was founded in 1995 and provides web based help desk solutions. The company is based in Los Altos Hills, CA.
LiveHelpNow is a configurable live chat and/or help desk platform featuring ticket management, live chat and email support, call support, a knowledgebase, analytics, and more.
Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.
Jitbit Software is a software company, powered by a team of professionals. It unites developers from Australia, United States, Croatia and Russia, having it's offices in London, UK and Humble TX, USA. The company products include AspNetForum - a forum software, Jitbit Helpdesk - a web-based help-...
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.
KronoDesk is an integrated customer support system that includes help desk ticketing, support forums and a self-service knowledge base.
Mojo Helpdesk is a relatively simple online help desk / ticketing system aimed at SMBs. It offers an affordable pricing plan starting at $24 for eleven agents, and scales with the number of agents using the software.
eStreamDesk is a flexible helpdesk platform that enables support staff to easily manage many requests from multiple services.
The core expertise of Tomsk Inc. is remote desktop solutions and helpdesk tools. They aim to make remote support and collaboration as easy as possible. The company is headquartered in Cupertino, CA.
Helpjuice provides knowledge base software that is designed to help reduce support emails. The company says it has helped businesses save over $30,000,00 in customer support costs. This software is targeted towards SMBs and enterprises that are looking to scale customer support by delivering inst...
Apptentive provides customer engagement software for mobile applications that allows users to send in-app messages, surveys, and ratings prompts. Apptentive's goal is to help application vendors provide customer support and build customer advocacy. The company ...
Soffront Software Inc. has been a pioneer in the CRM market since 1992. Over the last 20 years, the company says they have implemented Customer Relationship Management or CRM solution for hundreds of mid-size businesses and thousands of small-size businesses.
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 ...
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...
Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.