Help Desk Software

Best Help Desk Software include:

LiveAgent, Freshdesk, Spiceworks, Salesforce Service Cloud, Zendesk, Kustomer, and ConnectWise Manage.

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

(1-20 of 95) Sorted by Most Reviews

UVdesk Helpdesk
UVdesk Helpdesk is a SaaS-based customer support tool. It converts support emails into tickets. The vendor says with the help of UVdesk, companies can manage customer support services easily. UVdesk also offers features like knowledge base or FAQ creation to assist customers further. The social me…
Rocketbots
Rocketbots is a customer conversation platform that enables companies to scale their customer engagement without scaling their teams, claims the vendor. The Rocketbots platform uses self-learning AI and automation to generate leads, automate engagement & support customers. Rocketbots unifies mes…
SupportFirst
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.
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.
Gnatta
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 as telephony. Using …
ReplyManager
ReplyManager, now from xSellco, is a web-based email management tool that helps eBay, Amazon and other online sellers manage high volumes of incoming email. ReplyManager automatically organizes email, sends auto-responders and is designed to provide easy access for staff to respond to email.
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.
AISERA AI Customer Service
Aisera provides what they describe as a proactive, personalized, and predictive AI Customer Service solution that is purpose-built to automate repetitive requests, tasks, and workflows. Customer requests range from responding to information requests to providing answers to simple tasks to autonomous…
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 a knowledgebase fo…
LiveChat HelpDesk
From LiveChat, HelpDesk is a ticketing solution that customer support teams can use to optimize their communication with customers. According to the vendor, HelpDesk's easy-to-use collaboration tools enables teams to limit their efforts and multiply their results. The vendor states that HelpDesk f…
Hesk
Hesk is a free to install help desk from SysAid, the ITSM company, a stripped-down version of that company's eponymous flagship product.
Directly
Directly provides resilience to companies by delivering more automated and elastic customer support operations. Their platform integrates into support channels to help users understand customer issues, automate common solutions, and engage community experts. This enables customer support leaders to…
365Ticketing
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 - Automatic d…
Rhino Support
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.
CRMdesk
CRMdesk is a help desk portal with a hosted knowledge base and ticket management capability.
C2 ATOM
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing.The vendor’s value p…
Boomtown
Boomtown is a product support platform that allows users to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and seamless collaboration to orchestrate and automate exceptional c…
AnswerDash
AnswerDash is a self-service tool that enables online businesses to give their website visitors the right information, in the right place, at the right time. According to the vendor, with AnswerDash's Predictive Q&A Engine, companies dramatically cut their support costs while improving customer …
SharePoint Case Management System (SCMS)
6 ratings
0 reviews
Microsoft SharePoint Case Management System is a help desk / ticketing platform built through Microsoft Office SharePoint Portal to handle case tracking, monitoring, and management.
Astute Agent (formerly ePowerCenter)
Astute ePowerCenter is a help desk / ticketing platform with built-in customer relationship management (CRM). It includes features such as automated fulfillment, integrated knowledge management, and workflow automation.

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.