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

(51-75 of 290)

51
InvGate Service Desk

The InvGate Service Desk is the ITIL / ITSM offering from Argentinian company InvGate.

52
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…

53
LiveHelpNow

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.

Explore recently added products

54
Ameyo

Ameyo is an all-in-one software based communication solution that is designed to manage end-to-end customer journeys and consistently deliver exceptional customer experiences. According to the vendor, it is a powerful and highly flexible IP-based contact center software that lets…

55
Gladly

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.

56
Soffront CRM

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…

57
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…

58
MyAlice

MyAlice, headquartered in Singapore, offers a platform that features a tool set to support social selling and commerce.

59
WixAnswers.com

Wix Answers is a customer support solution that aims to consolidate all support channels in one place—a ticketing system, knowledge management, call center, live chat and built-in analytics. Wix Answers provides:A single view for all real-time and offline support channelsNo more…

60
Issuetrak

Issuetrak is help desk ticketing software that optimizes team workflows, automates requests, and expedites solutions. From managing IT help desk tickets, to processing product line change requests, its features allow organizations from any industry to track issues, measure data, and…

62
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.…

63
Gorgias

Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents…

64
KronoDesk

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

65
Mojo Helpdesk

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.

66
Appy Pie

Appy Pie is a diversified no-code development platform. It offers app and web development, helpdesk support, chatbot building, design features, and integration that are helpful when starting, running, or growing a business.

67
eDesk

eDesk is an eCommerce Help Desk purpose built for online sellers. eDesk integrates with marketplaces, channels, webstores and social channels and consolidates them into one shared dashboard. The solution provides tools and order data to help users to speedily turn around issues. eDesk…

68
eGain

eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and…

69
Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.

70
GLPI

GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.

71
Q-CRM
0 reviews

Q-CRM is self-hosted Customer Relationship Management software by Qocept Technologies headquartered in Gujarat. CRMs need to focus on customers and Q-CRM does that with a support system that helps users track and resolve issues quickly via an integrated ticket system and customer…

72
iBill EnergyCRM

iBill's EnergyCRM is built based on the needs of energy operators, with the aim of offering you everything needed to reduce distances with customers and to optimize business processes. The software automates repetitive tasks, from entering a contract to signing, up to credit check,…

73
Nural Service
0 reviews

Nural Service is a cloud-based automated customer service management software used to optimize after-sale service with an eagle’s eye view of a company's service operations on our dashboard. Supporting cloud based repair management, Warranty management, spares and inventory, forward…

74
Aura Business
0 reviews

Aura Business system, by Questy Business Software headquartered in Poznań, Poland is designed for organizations that expect comprehensive solutions to improve their business processes. Aura Business system offers flexible and complementary to ERP tools for sales support, marketing…

75
GFI HelpDesk
0 reviews

GFI HelpDesk is self hosted service desk software that consolidates and integrates support functionality. It enables customers to log tickets through email, chat or other applications and track them to know they’re being addressed. Staff can see, create, assign and close support…

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.