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

(76-100 of 290)

76
LeadDesk
0 reviews

LeadDesk is a cloud contact center from the company of the same name in Helsinki, boasting customisable campaigns, queues, reports and operations. For outside sales, LeadDesk comes with eight different dialer modes, including auto and predictive dialers. For customer service agents,…

77
Prodware Fast Service

Prodware Fast Service is presented as a customer service CRM, or help desk solution, that increases agent adoption, supports great customer experiences and boosts recurring sales.

78
[24]7 Answers
0 reviews

[24]7 Answers™ uses advanced algorithms to organize frequently asked questions, policies, product information, and more into an interactive customer experience. Help Center and search functions can utilize text-like messaging that improves customer satisfaction (CSAT) and enables…

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79
Okdesk
0 reviews

Okdesk is a professional Work Order Management (WOM) cloud SaaS focused on maintenance, after-sales & field services. Currently, 700+ B2B companies from South & North America, Europe, Asia, Russia & the CIS are using it to automate dispatching, service contracts management…

80
DeskXpand
0 reviews

DeskXpand is a collaborative customer support software featuring ticket automation, omnichannel, self-service, and analytics. The company is a customer support solution provider focused on catering to small to large business needs. They state their goal is to mitigate the technological…

81
ConSol CM/Helpdesk

Workflow-based IT help desk and support software with self-service portal The software solution ConSol CM/Helpdesk offers users important functionalities for IT support and helpdesk for customers and employees. Incidents and inquiries can be processed and solved. The causes of…

82
Support Genie
0 reviews

Support Genie's customer care solution automates support with artificial intelligence and augmented reality. AI saves time and resources by facilitating incoming support issues by identifying faulty defects and offer a solution directly to customers' smartphones with augmented reality.…

83
Desk365
0 reviews

Desk365 is a cloud-based modern helpdesk for the Microsoft 365 workplace that enables users to deliver customer service through channels like Microsoft Teams, Email, and Web Forms/Widgets. Desk365 automates repetitive work with a web app that comes with a unified inbox to manage…

84
SupportFirst
0 reviews

iOPEX technologies headquartered in San Jose offers SupportFirst, a customer support platform supporting the ticketing process with agent guidance, effective first contact, repeat call or incident recognition and management, and other features.

85
Gnatta
0 reviews

Gnatta creates communication technology, tiered across 5 products for organisations from start-ups to multinational enterprises. Full channel coverage is available across digital channels including, webchat, email, messaging and social media; as well as traditional channels such…

86
Mint Service Desk

Mint Service Desk is divided into two main areas - Incident Management and Asset Management. It's available and distributed as On-Premise solution. Incident Management main features:Ticket Types - Define ticket types like Change Request or Incident and attach additional attributes…

87
Helpman
0 reviews

Helpman is a cloud-based software that lets companies organize answers and articles and make them available publicly to customers. Customer support teams share their knowledge with customers in a knowledge base or a help center. The vendor’s value proposition is that this reduces…

88
Supportbench
0 reviews

Supportbench is a SaaS solution that is focused on giving companies the ability to deliver the best possible support to their customers. According to the vendor, this solution melds the simple beauty of small business products with the power and complexity of enterprise solutions.…

89
PhaseWare Tracker

PhaseWare Tracker from PhaseWare, Inc is a cloud or local-installed customer support solution.

90
Sunrise Customer Service Management

Sunrise Customer Service Management is a help desk / ticketing platform, handling the entire service lifecycle.

91
Helprace
0 reviews

Helprace is customer service software that combines a help desk, customer feedback community and a knowledge base in one platform. Key features include email integration, ticket productivity tools and a feedback widget. The vendor offers crowd-sourced support as well as on-on-one…

92
Help Sumo
0 reviews

Help Sumo is help desk software from AJ Squared, Inc, available for a one-time license purchase.

93
helpmaster
0 reviews

HelpMaster is a help desk / ticketing software built to provide the ability to log, track, manage, automate and escalate customer support issues with capabilities such as customer relationship management (CRM) and workflow automation.

94
Revelation Helpdesk

Revelation Helpdesk is cloud-based or installed help desk software from YellowFish Software.

95
Cynergy Service Desk Software

Cynergy is help desk software recently (2014) acquired by Epazz, Inc.

96
365Ticketing
0 reviews

365Ticketing is a versatile SaaS ticketing system that can be used as help desk software, issue tracking software or as incident management software. According to the vendor, key benefits include: - Automatic ticket assignment to the authorized technicians based on workload balancing…

97
Helpdesk Pilot

Helpdesk Pilot is a help desk software designed for Customer Support and IT Help Desk Management. It allows businesses to manage support services more efficiently, treating each and every incoming request as a unique, traceable ticket.

98
Rhino Support
0 reviews

Rhino Support is help desk software for small businesses which allows multiple agents access for a single rate, as opposed to the per agent monthly pricing commonly seen.

99
Eptica
0 reviews

Eptica is a multi-channel customer support platform including web self-service, social customer service, email management, and chat.

100
UseResponse
0 reviews

UseResponse helps companies provide customer service support using several channels and organize their community around products or services on their server. It's all-in-one support suite with feedback, help desk ticketing system, knowledge base and live chat in one package. Integrate…

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.