Best Help Desk Software62Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.eDesk by xSellco1 Helpdesk4 HelpDesk9 Dynamics 365 Customer Service10 Serve13 Case Management System (SCMS)16 ATOM17 ePowerCenter18

Best Help Desk Software

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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 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.

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

Listings (76-94 of 94)

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eDesk by xSellco 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 vendor states they provide the tools and corresponding order data to speedily turn around issu…

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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…

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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 the flow on other s…

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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…

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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…

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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…

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Directly offers CX Automation, promising to help companies deliver better customer service at scale, while creating economic opportunity in the AI economy. Companies like Airbnb, Microsoft and Samsung use Directly, and according to the vendor, are able to resolve up to 40% of support inquiries at 60…

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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.

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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…

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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 …

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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.

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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.

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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 …

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CRMdesk is a help desk portal with a hosted knowledge base and ticket management capability.

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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…

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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.

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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…

TrustRadius Top Rated for 2019

2019 Top Rated Help Desk Software

There are plenty of options out there, but here's our shortlist of the best Help Desk Software. 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. To qualify, a product must have 10 or more recent reviews and a trScore of 7.5 or higher, indicating above-average satisfaction for business technology. The products with the highest trScores appear first on the list. Read more about the Top Rated criteria.