Help Desk Software

Compare All Help Desk Software

Filters

Apply Filters:

X

Your Industry

Your Company Size

Price

Sort by

Recommendations: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.
Reviews: Sorts listings by the number of user reviews we have published, greatest to least.
Sponsored: Sorts listings by software vendors running active bidding campaigns, from the highest to lowest bid. Vendors who have paid for placement have a ‘Visit Website’ button, whereas unpaid vendors have a ‘Learn More’ button.
Avg Rating: Sorts listings by overall star rating based on user reviews, highest to lowest.
A to Z: Sorts listings by product name from A to Z.
Showing 1 - 20 of 656 products
Filters
Showing 1 - 20 of 656 products

Freshservice

Freshservice is a powerful IT Service Management solution from Freshdesk. This cloud-based system frees IT departments from clunky, server-based solutions, offering on-the-go mobility, powerful features, and flexible pricing....Read more

HubSpot Service Hub

Service Hub is a cloud-based customer service platform designed for small to large businesses manage contacts, requests, deals, appointment schedules and more. Key features include reporting, lead generation, marketing automation ...Read more

Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ...Read more

HelpDesk

HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. The platform enables users to manage client communication, queries, tickets, feedbacks and surveys. HelpDesk...Read more

4.50 (34 reviews)

EngageBay

EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketin...Read more

Freshdesk

Freshdesk simplifies customer support by centralizing all customer interactions into a single, affordable, Web-based solution. Phone calls, emails, Web chats and even social media outreach is fully supported in this solution....Read more

LiveAgent

LiveAgent is an online Help Desk platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a...Read more

Atera

Atera is a cloud-based end-to-end IT management software solution geared to small to midsize businesses in the IT sector. It includes functionality for time tracking, expense tracking, billing and invoicing, help desk and knowledg...Read more

No reviews yet

Genesys Cloud CX

Genesys Cloud CX creates fluid conversations across digital and voice channels in an easy, all-in-one interface. Designed to provide exceptional experiences for your customers and employees, it deploys quickly, is intuitive to use...Read more

everything HelpDesk

everything HelpDesk by GroupLink is an extremely user-friendly cloud-based help desk solution that is both powerful and customizable with an architecture that integrates seamlessly with a number of third parties....Read more

4.31 (13 reviews)

Learn More

Software pricing tips

Read our Help Desk Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

TeamSupport

TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information tech...Read more

4.47 (803 reviews)

3 recommendations

Learn More

Spiceworks

Developed for IT professionals in the SMB to very large buyers' market, Spiceworks is an entirely free help desk and network management solution. ...Read more

Learn More

Workbooks

Workbooks is a fully integrated Customer Relationship Management system specializing in Sales and Marketing Automation, as well as Customer Service and Support, ensuring that all customer engagement can be stored in one space....Read more

Learn More

Enghouse eKMS

Now part of Enghouse Interactive, SmartSupport Knowledge Management Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer...Read more

0.00 (12 reviews)

Learn More

SalesOutlook CRM

SalesOutlook's Outlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. Our Outlook CRM automatically syncs all customer data at one place. All files and ...Read more

3.98 (41 reviews)

Learn More

HappyFox Help Desk

HappyFox is a unique system designed to simplify and streamline the client support process, with a ticket organization feature that lets client support members sort requests according to priority, improving response times....Read more

4.58 (86 reviews)

Learn More

Help Scout

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers o...Read more

Learn More

SAP Customer Experience

Whether you’re a mid-market company looking for an on-demand CRM application or a large enterprise that needs a robust, end-to-end client management solution, SAP can meet the unique technology needs of your company. ...Read more

Learn More

Agiloft

Agiloft has solutions for business process management with applications like web self-service, knowledge management, help desk, customer service, and more. Deployed hosted or on-premise, it has many options for integration. ...Read more

4.86 (32 reviews)

Learn More

Commence

With more than 25 years in the industry, Commence CRM is a customizable and modular system to help small and midsized organizations convert leads into sales, with functions to nurture prospects throughout the sales cycle....Read more

4.85 (41 reviews)

Learn More

Popular Help Desk Comparisons

Buyers Guide

Last Updated: March 09, 2022

Service desk agents need to respond to a constant stream of end-user queries regarding IT issues, product information, and installations. And it's just as important to keep track of every issue/incident as it is to solve them.

Manually entering requests in a system, categorizing them, and creating support tickets wastes a lot of time and resources. Help desk software helps automate most of the steps in this process, allowing faster resolution of immediate needs, incidents, and technical issues users.

Help desk tools allows support agents to consolidate tickets from multiple channels (e.g., email, live chat, calls, self-service portals). Managers can access key information such as workload, incident turnaround time, and resolution rate.

Help desk software often integrates with customer service, customer relationship management, contact center, and knowledge base software to facilitate better customer service and support. This buyers guide explains what help desk software is and what to look for to find the best help desk tool for your business.

Here’s what we'll cover:

What is help desk software?

Help desk software helps businesses and support teams accept, manage, organize, automate, respond to, and report on customer questions or issues. These tools centralize information and support management to automate the complaint resolution process. Help desk systems can be used for external customer service or internal IT support within an organization.

Some customer relationship management (CRM) software offers help desk functionality. Help desk software can often integrate with CRM software or other tools to access customer data and facilitate customer service.

Interaction tracking in Zoho Desk software

Interaction tracking in Zoho Desk software (Source)

Common features of help desk software

Knowledge base management Facilitate virtual conferences that connect multiple people remotely over the phonCreate, store and share information, FAQs, and support articles in a central database. Employees or customers can self-navigate through the knowledge base to find answers without waiting for a support agent.
Ticket management Consolidate and track all end-user issues from different sources (phone, email, chat, request forms, etc.) and convert them into tickets.
Alerts/Escalation Send notifications to support desk agents about ticket prioritization.
Interaction tracking Add notes, conversation history, and actions taken to each issue/incident. This helps service desk agents keep track of tickets, reference past issues, identify repeat incidents, and more.
Reporting/analytics Analyze customer support performance by tracking average response time, ticket volume, request/ticket sources, and more.
Self-service portal Allow end-users to answer their own questions without support agents by browsing knowledge base articles, using self-service forums, and easily contacting support to follow-up on past requests.
Service-level agreement (SLA) management Document an agreement between the provider and end-user that identifies services required and expected level of service.
Workflow configuration Change, adjust, and configure your workflow based on business needs and user-defined rules to help automate repetitive and manual tasks.
Multi-channel communication Give end-users the option to submit requests via multiple channels such as email, live chat, text, voice, online forms, and social media. This reduces customer wait time and speeds up the issue resolution process.

What type of buyer are you?

Before purchasing a help desk solution, you should assess what kind of a buyer you are. Most buyers fall into two categories:

  • Buyers serving external customers: Buyers in this category directly serve customers and handle customer-generated queries. Help desk software for these buyers allows customer service teams to create support tickets to track customer issues and solutions.
    These buyers should look for help desk tools that offer live chat, social media integration, multi-channel communication, call center management, alerts, and reporting capabilities to provide service desk agents with a holistic view of all tickets, allow them to organize tickets, and improve customer satisfaction by providing faster support.
  • Buyers serving employees: Internal employees often need support regarding IT, HR, and admin-related issues. Buyers in this segment need help desk software that includes internal ticketing, a knowledge base, and the ability to assign/route employee-generated tickets to relevant staff.
    These buyers should invest in a help desk system that provides employee self-service options, live chat, reporting and analytics, automated routing, and email management functionalities. Ideally, these buyers should also look for features such as IT service management and incident management so staff can easily check on ticket status and progress.

Benefits of help desk software

  • Better customer support: Help desk software organizes communication in a central location so businesses can quickly respond to customers. Automated ticket routing and multi-channel communication capabilities can help support staff prioritize tickets and avoid duplicate tickets.
  • Improved productivity: Help desk software automation features reduce the amount of manual administrative and organizational tasks agents need to complete. These tools can automatically route tickets to team members who specialize in specific issues and complaints. The ability to add notes to a conversation and respond to common questions with saved replies can also help boost productivity.
  • Better decision-making: The reporting capabilities of help desk software provide key insights regarding ticket resolution times, customer satisfaction, employee productivity, and customer experience so businesses can understand how things are working overall and make decisions to optimize.

Key considerations

  • Easy-to-use interface: Choose a tool that has a shorter learning curve for employees and an intuitive interface. Look for help desk software that provides a free trial, demo sessions, and training videos so employees can get up-to-speed as quickly as possible.
  • Scalability: As your team continues to grow, so will your needs. Finding a solution that grows with your business is important. Look for a cloud-based solution or web help desk platform that can support a large volume of customers and adapt to different use cases and issues.
  • Customer expectations: Before buying a help desk tool, it is important to know how your customers would prefer to interact with you? Do they prefer self service tools, emails, chat services, or a mobile-friendly knowledge base? Make sure to invest in a help desk platform, after considering your customers’ satisfaction and dissatisfaction.

Market trends to understand

Cognitive automation of help desk software: Advancements in machine learning technology have prompted help desk service providers to add cognitive automation to their tools. This technology can help extract key phrases from employee or customer requests, categorize them, create support tickets, and route them to specific groups. Help desk providers that integrate cognitive automation into their software can help businesses save more time and money as employees have even fewer manual tasks to complete.

Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or recommendation. It has been obtained from sources believed to be reliable at the time of publication.