Help Desk Software

TrustRadius Top Rated for 2023

Top Rated Products

(1-5 of 7)

1
NinjaOne

NinjaOne (formerly NinjaRMM) is a security-oriented remote monitoring and management platform. It allows for manual customization as well as scripting and automation.

2
Intercom

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without…

3
SAP Service Cloud

SAP Service Cloud helps deliver customer value and protect the brand with intelligent customer service. It enables the user to engage with customers at their convenience, connect service with the value chain and deliver greater profitability.

4
Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk…

5
Desk.com (discontinued)

Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.

All Products

(26-50 of 290)

26
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, Service Hub provides more time for proactive service that delights, retains, and grows your customer…

27
BMC Helix Remedyforce

BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.

28
Microsoft Parature (Discontinued)

Parature was a self-service customer support platform providing a self-service knowledge base to connect with customers across multiple channels, including email, the web, chat or social media. The company was acquired by Microsoft in January 2014 and reached EOL in 2017. Former…

Explore recently added products

29
osTicket

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

30
Vtiger

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

31
GrooveHQ

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.…

32
Gmelius

Gmelius Mission: Build the 1st collaboration platform that lives where you work 🚀 Gmelius offers a way to collaborate, manage projects and automate workflows inside Google Workspace (formerly G Suite),and beyond, by connecting the other tools that are used daily at companies like…

33
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…

34
ServiceNow Customer Service Management

Built on the Now Platform, ServiceNow offers their Customer Service Management solution through the Standard and Professional Customer Service Management bundles. Both include agent workspace, knowledge management, survey and assessment module, and the community module, oriented…

35
ClickDesk

ClickDesk is an engagement platform offering live chat, video and social capabilities. ClickDesk also includes help desk functionality (ticket management, email support, alerts, etc.).

36
Vision Helpdesk

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

37
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.

38
Helpshift

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

39
Dixa

Dixa, headquartered in Copenhagen, offers their VoIP and call center software, featuring browser based phone, email, and live chat, intelligent skill-based call routing and other agent management tools, queue management and prioritization, and other features designed to provide scalable…

40
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…

41
Clear C2 C2CRM

Clear C2 is a 20yr CRM software development company based in Dallas, TX. They describe their CRM solution C2CRM as robust yet easy to use. It is built for companies of all industries and sizes (10 user minimum), and presented as a customizable CRM designed to drive sales, mange customer…

42
Raiseaticket

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…

43
HelpSpot

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.

44
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…

45
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…

46
SherpaDesk

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

47
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.

48
eStreamDesk

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

49
Sugar Serve

SugarCRM offers Sugar Serve, a version of its CRM providing en emphasis on customer service automation, service case management, SLA management, customer self-service and includes the SugarBPM workflow tool to automate processes.

50
WorkHub Tasks

WorkHub Tasks is a task management platform that is designed to help organizations build better relationships with customers. The platform provides roles and rights to ensure that data privacy is maintained both within and outside the company. WorkHub Tasks also includes escalation…

Help Desk Software TrustMap

TrustMaps are two-dimensional charts that compare products based on trScore and research frequency by prospective buyers. Products must have 10 or more ratings to appear on this TrustMap.

Learn More About Help Desk Software

What is Help Desk Software?

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

  • Customer service management software
  • Service desk software
  • Customer support software

The goal of software under any of these names is the same. 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 self-help knowledge.

Some help desk solutions offer both self-service and ticketing for support personnel. Others only provide ways for service desk employees to directly support customers. Standalone knowledge management systems can be used as self-service-only solutions.

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 the customer requesting help.

Ticketing and Service Desk Issue Tracking 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 issue tracking 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

Knowledge Base Systems

Help desk software often lets teams create self-help resources. This helps customers to answer questions on their own, without submitting a ticket. These are known as knowledge bases, a type of self-service knowledge management system.

A knowledge base can take different forms, including:

  • Discussion boards and forums
  • FAQs
  • How-to articles
  • Pop-up tips & recommendations

Customers can often answer their own questions 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 include both self-help and customer service options. Point solutions for knowledge base systems, like Document360, are also available. Knowledge management 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 for social monitoring, issue tracking, and engagement. Examples of products that enable social support include Freshdesk, Zoho Desk, and HappyFox Help Desk.

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.

Customer Service Management

Help desk software also offers plenty of features that can help businesses better manage their customer service teams and make sure things are running smoothly. Managers can set and update service level agreements (SLAs), and track how well expected response and resolution times are being met. Managers can also assign and reassign tickets to specific employees to ensure ideal workload distribution. Reporting and analytics can provide further insight into team performance and ways to improve it.

Help Desk Software Features & Capabilities

Ticket & Issue Tracking

The core of most service desk solutions is the ticketing system. Many customer service management and analytics features fall into this category as well. Common features for ticketing and issue tracking 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
  • Service Level Agreement Management - set rules for when tickets need to be claimed and solved, distribute workloads, etc.
  • Ticketing history, reporting, and analytics - view activity and metrics at the individual ticket level as well as across the organization

Self-Service/Community

Many help desk products support self-service options on top of ticketing. These community resources can take pressure off of agents by reducing incoming requests. Self-service and community features include:

  • Forum functionality for customer discussion
  • A searchable, external 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 offer 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 any planned additions when purchasing help desk software. A majority of customer service management tools are subscription-based and billed per agent.

Analytics: There are a lot of metrics that go into managing customer support ranging from SLAs to CSAT. Leading help desk software provides the most important information to you in automatically curated dashboards.

Integrations: Your help desk software should integrate with the other software your customer service team already uses, particularly your CRM. This will make your support team’s job significantly easier.

Start a Help Desk software comparison

Pricing Information

Help desk software is usually priced per agent per month. This means the price increases the more support agents the organization needs. Vendors typically offer a discount for annual billing. It is also common to find multiple editions, with pricing 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 enterprise packages.

Some smaller vendors offer a different pricing model, which requires both a one-time license purchase and a volume-based subscription model.

Some vendors offer limited free plans, allowing companies to use basic features for a limited number of agents. Then they can add more features or more agents when they grow. These plans may work well for startups or small companies that just need the essentials.

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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 ensuring 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 when integrated.

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 that can be responded to and 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?

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 these. Keep in mind, however, that it is difficult to answer every possible customer inquiry via a knowledge base alone. We suggest adding an option that allows customers to contact your business via email, chat, or phone.