Online Help Desk Software

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Showing 1 - 20 of 306 products
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Showing 1 - 20 of 306 products

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)

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Deskero

Deskero by Nabra is a cloud-based help desk management solution designed for businesses of all sizes. It offers ticketing, multi-channel support, social media and chat support and reporting functionalities within a suite. Phone, A...Read more

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Jitbit Helpdesk

JitBit Helpdesk is an IT help desk management solution designed for companies of any size that offers automated routing, incident management, inbox management, ticket management and self-service portal functionalities within a sui...Read more

4.59 (29 reviews)

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iSupport

iSuppport is a help desk solution designed for small and midsize companies that offers incident management, problem management, change management, end user self-support and reporting functionalities within a suite. iSupport a...Read more

4.27 (33 reviews)

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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

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SolarWinds Service Desk

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses...Read more

4.59 (520 reviews)

5 recommendations

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NetSuite CRM

With a strong emphasis on sales and marketing automation, customer support and partner management, NetSuite CRM+ is a comprehensive, Web-based client relationship management system for small and midsize businesses. ...Read more

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Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution....Read more

4.36 (2748 reviews)

12 recommendations

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SysAid

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...Read more

4.52 (348 reviews)

6 recommendations

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InvGate Service Desk

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or othe...Read more

4.67 (87 reviews)

10 recommendations

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Software pricing tips

Read our Online Help Desk Software 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

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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

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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)

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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)

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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)

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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

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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

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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)

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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)

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Sellsy

Sellsy is a cloud-based sales management solution for small to midsize businesses. Features include time tracking, sales automation and a help desk. It is suitable for industries such as advertising, construction, non-profit and r...Read more

4.42 (31 reviews)

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Popular Online Help Desk Software Comparisons

Buyers Guide

Last Updated: March 13, 2022

What's meant by the term "help desk software'" can be unclear. Go browse a handful of vendor websites, and you'll see the term "help desk" applied to two distinct groups of software—general customer service software and software for managing IT assets and services.

While customer service and help desk software do share some common applications—a central ticket-tracking system, for example—they are by no means interchangeable. If you were to purchase customer service software to manage your small business's IT endpoints and networks, you'd quickly regret the decision. And if you tried managing your company's customers with software designed to manage computers and networks, you'd regret that all the more!

This guide is about cloud-based help desk software for IT management. If you're looking for customer service software, take a look at our customer service software buyer's guide.

But, if you're looking to manage and support your internal IT assets, you're in the right place. Here's what we'll cover:

What Is Online Help Desk Software?
Common Features of Online Help Desk Software
What Type of Buyer Are You?
Market Trends to Understand

What Is Online Help Desk Software?

Online help desk software helps companies manage their entire IT infrastructure, which can include:

  • Individual endpoints, such as desktop computers, laptops and tablets
  • Peripherals, such as printers, scanners and POS systems
  • Back-end equipment, such as servers and backup storage systems
  • Networks and networking hardware, such as LANs, routers and Wi-Fi access points
  • Any software that keeps the business running and employees productive

This is an IT-centric definition. From the point of view of the employees who rely on IT, online help desk software is more about getting support for IT services. It's a small but important distinction we'll discuss more below in the Market Trends to Understand section.

Like most software, help desks began as on-premise (i.e., locally installed) software. Today, online help desk solutions are cloud-based, meaning that they're hosted, updated and maintained by the vendor. Many of these tools provide both cutting-edge functionality and user-friendly interfaces.

RemedyForce is an online help desk solution with a user-centric UI

RemedyForce is an online help desk solution that offers a user-centric interface

For most small businesses, online help desks are the smartest choice. They require little (or no) installation of local software, are automatically updated and patched by the vendor, have lower startup costs and provide the best end-user and administrator experiences.

Common Features of Online Help Desk Software

IT asset management Tracks and manages all physical IT hardware owned by (or used within) a business.
Network monitoring and management Helps administrators control and configure networks and network access, while monitoring traffic and connections.
Knowledge management Organizes the information, or knowledge, used by IT department employees. Can be used as a self-service resource for employees.
Configuration management Manages the settings and permissions configured on individual devices. Lets administrators apply configuration or settings changes to multiple devices at once.
Service catalog management A service catalog helps larger organizations guide their employees to the IT staff that can best support them. Service catalog management functions help administrators create and maintain these catalogs.
License management Helps companies track and make the best use of their software licenses.
Remote access and control Allows technicians to access and control a workstation from a remote location, facilitating remote diagnosis and resolution with minimal end-user involvement.
Impact analysis tools Analyzes planned changes for any potential conflicts, flagging possible conflicts before the changes get rolled out. Provides a “look before you leap" style safeguard.
Service level agreement (SLA) management SLAs guarantee that issues of a certain type will be addressed or resolved within a certain timeframe, among other service guarantees. These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA.
ITIL compatibility Information Technology Infrastructure Library (ITIL) is a set of IT service management best practices that ensure service management is aligned with business priorities.

What Type of Buyer Are You?

Online help desk are generally used in two different business contexts:

Internal. This is traditionally the most common use. The help desk is the central platform for a company's internal IT department. It serves the company's local and remote employees. These buyers should look for platforms with core help desk functionality and determine requirements based on their company's IT environment, strategy and growth plans.

Managed service provider (MSP). Companies can outsource their IT services management to third-party companies called managed service providers, or MSPs. MSPs should look for help desk systems with more robust remote access and control applications and tools for managing and monitoring individual service level agreements.

Market Trends to Understand

Over the past decade, IT service management has undergone a change in perspective. It began as an IT-centric discipline in which problems and services were managed with a focus on the underlying assets and tools. With today's more modern approach, IT service management focuses on the workflows that the IT department supports.

This shift is also described as the consumerization of IT, a phrase explained in Gartner's "Elevate the Employee Experience With Consumer-Oriented IT Service Delivery" report. It states: "The consumerization of IT isn't so much about using consumer apps for business purposes. It's more about applying the tactics of consumerization to the IT fabric, so as to make employees more agile and engaged." (Full report available to Gartner clients.)

Selecting the right online help desk platform can go a long way toward managing your company's IT to improve the end-user experience, while allowing your IT teams to manage these systems more effectively and efficiently.