Help Desk Software

Top Rated Help Desk Products

These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.

Help Desk Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore 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.

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.

Help Desk Software Comparison

To compare different help desk tools, consider these factors for each product offering:


Number of agents: Keep in mind the size of your team, and for any planned additions when purchasing help desk software. A majority of help desk tools are subscription-based and billed per agent. Please see our Pricing Information section below for more details into how this may affect your budget.

Analytics, not just reporting: There are lot of metrics that go into managing customer support ranging from SLAs to CSAT. You could do the work of calculating these yourself, but leading help desk software takes analytics like these off your plate with automatically curated dashboards.

Integrations: Integrations are of the utmost importance in today's software-centric workdays. While some Customer Relationship Management (CRM) software support help desk features, you may still want a standalone help desk tool. However, you will also want this tool to be able to communicate with other software you use to manage your customer data and interactions. While Open API is becoming more common, it saves your team time when a particular tool has built-in integrations with software you're already using.

Start a Help Desk software comparison

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

(1-25 of 103) Sorted by Most Reviews

Vtiger

Vtiger is a customer relationship management (CRM) solution with sales and marketing automation, project management, and inventory management capabilities.

osTicket

osTicket

Starting Price $9

osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.

GrooveHQ

GrooveHQ

Starting Price $15

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.…

Vision Helpdesk

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…

SherpaDesk

SherpaDesk is a help desk / ticketing platform with time tracking, invoice generation, and business intelligence capabilities.

HappyFox Help Desk

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…

Helpshift

Helpshift is a help desk software deployed as an in-application SDK to provide users with in-app service.

ClickDesk

ClickDesk

Starting Price $16.99

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

HelpSpot

Starting Price $49

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.

Teamwork Desk

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…

HelpCrunch

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…

Web+Center

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…

SupportBee

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.

Apptentive

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…

LiveHelpNow

LiveHelpNow

Starting Price $21

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.

JitBit Help Desk

JitBit Help Desk from JitBit Software is a cloud-based or installed help desk solution with a ticketing system, knowledge base, and related features.

Hiver

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…

HubSpot Service Hub

HubSpot Service Hub aims to bring customer service data and channels together in one place, and helps scale support through automation and self-service. According to the vendor, this is so as to provide more time for proactive service that delights, retains, and grows your customer…

KronoDesk

KronoDesk is an integrated customer support system that includes help desk ticketing, support forums and a self-service knowledge base.

Mojo Helpdesk

Mojo Helpdesk

Starting Price $24

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

eStreamDesk is a flexible helpdesk platform that enables support staff to easily manage many requests from multiple services.

Helpjuice

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…

DeskRoll Remote Desktop

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…

Soffront CRM

Soffront CRM

Starting Price $20

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…

ProProfs Help Desk

ProProfs Help Desk is a customer support tool that promises to help agents track and resolve customer-care-related issues. The cloud-based software aims to enable businesses to deliver a delightful customer experience. This becomes possible with faster and effective ticket resolution.…

Frequently Asked Questions

Why should you use help desk software?

Help desk software allows businesses to effectively manage customer inquiries and issues. Use help desk software to track support tickets from initial request to resolution. Some help desk software tools support knowledge bases and FAQs for self-help purposes that can easily route them to submitting a request should they need further assistance. Help desk software may help improve customer satisfaction scores (CSAT) and adherence to service-level agreements (SLAs) by insuring no customer inquiries slip through the cracks.

What's the difference between CRM and Help Desk software?

While Customer Relationship Management (CRM) software and Help Desk Software are similar, they are not the same, and work best actually when they integrate with one another.

Use CRM software for managing and maintaining customer data that can help you use your Help Desk software more effectively (name, purchase history, preferences, support history, etc.).

Use Help Desk software when you want to have a system for customers to submit questions which are then responded to and then stored. While some CRM platforms have built-in help desk features, it is less common for help desk software to function as a complete CRM.

How do I build a help desk?

Choosing a Help Desk tool is a great first step in building a help desk. It will save you time on building the infrastructure necessary to support it. However, you should first decide on if your help desk will feature a knowledge base (FAQs), customer email contact form, integration with calling services, real-time chat, or more. While some companies do opt for using all of these support features, you can choose just one or a combination of those. Keep in mind however, that it is difficult to answer every possible customer inquiry via a knowledge base, so we suggest adding an option that allows customers to contact your business via email, chat, or phone.