Choosing the right help desk software is important for businesses looking to manage support requests. These products streamline support operations and enhance customer satisfaction. Let’s discover the best ones in this industry!
What is Help Desk Software?
Help desk software is a tool designed to help businesses manage customer and employee support requests.
Ticketing is a key part of help desk software. This system helps support teams track and solve customer issues. Omnichannel communication allows them to handle inquiries from multiple channels (email, phone calls, live chat, social media,…) in one central location.
Help desk software often provide self-service portals. This empowers customers to find answers and solve their problems on their own via the knowledge base (a library of guide articles and tutorials) or AI tools like chatbots.
In addition, reporting and analytics capabilities allow businesses to track and analyze their customer support metrics like ticket volume, response times, and customer satisfaction scores.
Top 10 Best Help Desk Software
Here’s a list of the 10 best help desk software, including:
Zendesk
Zendesk
Best help desk software for personalized customer support
Spot Score: 9.2/10
Pricing: Free Trial, Subscription, Quotation Based
Starts from $55/agent/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
Zendesk is an AI-powered help desk software that helps agents easily manage requests made by their users. The platform offers tools, insights, and context to deliver personalized service across any channel like email, social media, and message. In addition, Zendesk allows for complete visibility into customer requests, in-app threaded conversations, and in-app surveys that help track requests and satisfaction. Zendesk integrates over 1000 apps like Salesforce, Shopify, Jira,…
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Knowledge Base ✔ Self Service Portal ✔ Live Chat ✔ Contract (SLA Management) | ✔ Social Media Integration ✔ Automated Routing ✔ Chatbot ✔ Reports & Analytics ✔ Artificial Intelligence (AI) |
Zendesk Pricing
Zendesk Suite plans:
| Pricing Plan | Billed monthy | Billed yearly |
|---|---|---|
| Suite Team | $69/agent/month | $55/agent/month |
| Suite Growth | $115/agent/month | $89/agent/month |
| Suite Professional | $149/agent/month | $115/agent/month |
| Suite Enterprise | Quotation Based | Quotation Based |
14-day free trial. Zendesk also offers a basic plan starting at $19/agent/month billed annually.
Top Customers
Uber, Airbnb, Slack
Customer Reviews
✔ Ease of Use
✔ Automates tasks via macros, triggers, and timed-based automation
✔ Integration with third-party tools
✔ Highly customizable
✔ Regularly updates new features like AI tools and enhanced reporting
✔ Supports businesses of all sizes by offering scalable solutions
Zoho Desk
Zoho Desk
Best free help desk software
Spot Score: 9.7/10
Pricing: Free Trial, Freemium, Subscription
Starts from $14/user/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
Zoho Desk is one of the most popular help desk software. With strong features like process automation, the platform can help businesses handle many requests across multiple channels like email, live chat, social media, instant messaging, and telephony. Zoho Desk integrates systems like Salesforce, Zoho CRM, Zoho Books, Jira, Slack, Zapier,…
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Knowledge Base ✔ Self-Service Portal ✔ Live Chat | ✔ Social Media Integration ✔ Automated Routing ✔ Contract (SLA Management) ✔ Community ✔ Reports & Analytics |
Zoho Desk Pricing
Zoho Desk offers a 15-day free trial and also a free plan with limited support.
| Pricing Plan | Billed monthly | Billed yearly |
|---|---|---|
| Standard | $20/user/month | $14/user/month |
| Professional | $35/user/month | $23/user/month |
| Enterprise | $50/user/month | $40/user/month |
Top Customers
Cartika, Centilytics, Papua New Guinea
Customer Reviews
✔ User-friendly interface
✔ Strong functionalities such as SLA management, automation workflows, and ticketing systems
✔ Provides high customization capabilities for workflows, ticket templates, and integration with other Zoho and third-party applications
✔ Abundant support resources and responsive customer service
✔ Cost-effective solution
Freshdesk
Freshdesk
Best help desk software for small businesses
Spot Score: 9.5/10
Pricing: Free Trial, Freemium, Subscription
Starts from $15/agent/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
Freshdesk, a Freshworks Inc. product, is a cloud-based help desk software designed to help businesses enhance customer support. Freshdesk converts requests via email, web, phone, chat, and messaging. Through Freshdesk, agents can quickly respond to customer inquiries using contextual information about each ticket and collaborate with other agents in real time to solve customer problems more efficiently.
Freshdesk integrates with tools like Microsoft Teams, Shopify, and Salesforce.
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Knowledge Base ✔ Self Service Portal ✔ Social Media Integration | ✔ Contract (SLA Management) ✔ Live Chat ✔ Automated Routing ✔ Chatbot ✔ Reports & Analytics |
Pricing
14-day Free trial, offers a free plan.
| Pricing Plan | Billed monthly | Billed yearly |
|---|---|---|
| Free | $0 (up to 10 agents) | $0 (up to 10 agents) |
| Growth | $18/agent/month | $15/agent/month |
| Pro | $59/agent/month | $49/agent/month |
| Enterprise | $95/agent/month | $79/agent/month |
Top Customers
Pearson, Bridgestone, Feefo
Customer Reviews
✔ User-friendly interface
✔ Handles tickets effectively
✔ Excellent training materials for both admins and agents
✔ Simple integration with other apps and systems
✔ Good customer support
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Best help desk software
Pricing: Free Trial, Quotation Based
Features:
✔ Incident management
✔ Asset management
✔ Self-service portal
ServiceDesk Plus by ManageEngine is a full-stack enterprise service management solution with built-in IT asset management capabilities. The platform helps businesses deliver world-class service to end users with reduced costs and complexity. It has automation capabilities to streamline manual processes for quicker ticket resolution and higher-end user satisfaction. ManageEngine ServiceDesk Plus integrates with Jira, Microsoft Teams, Zoho Flow,…
Main Features
| ✔ Ticket system ✔ Incident management ✔ Knowledge base ✔ Self Service Portal | ✔ Asset management ✔ Live Chat ✔ Contract (SLA Management) ✔ Reports & Analytics |
ManageEngine ServiceDesk Plus Pricing
Free Trial, Quotation Based
Top Customers
Lenskart, Lakeside, SK Finance Limited
Customer Reviews
✔ Easy to use
✔ Easily integrates with other ManageEngine products and third-party applications
✔ Offers many modules like request, problem, change, release, and asset management, all in one platform.
✔ Effective customer service
✔ Customizable templates and reporting
✔ Available in various editions (Enterprise, Professional, Standard)
✔ Automatically informs responsible personnel about specific issues
Gorgias
Gorgias
Best help desk software for e-commerce businesses
Spot Score: 9.6/10
Pricing: Free Trial, Subscription, Quotation Based
Starts from $50/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
Gorgias is an all-in-one help desk platform specifically designed for e-commerce businesses to deliver effortless customer service. The platform helps manage customer interactions with efficient and personalized support across email, voice, SMS, live chat, and social media channels. Gorgias integrates with Shopify, Aircall, BigCommerce,…
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Self Service Portal ✔ Social Media Integration | ✔ Knowledge Base ✔ Contract (SLA Management) ✔ Live Chat ✔ Automated Routing ✔ Reports & Analytics |
Gorgias Pricing
Gorgias offers a 7-day free trial
| Pricing Plan | Billed monthly | Billed yearly | Tickets volume |
|---|---|---|---|
| Starter | $10/month | not available | 50 tickets/month |
| Basic | $60/month | $50/month | 300 tickets/month |
| Pro | $360/month | $300/month | 2,000 tickets/month |
| Advanced | $900/month | $750/month | 5,000 tickets/month |
| Enterprise | Quotation Based | Quotation Based | Custom |
Top Customers
Obvi, Ekster, Manduka
Customer Reviews
✔ Automation capabilities like macros and triggers
✔ Integrates with e-commerce platforms (Shopify, Loop, TikTok Shop,…)
✔ Provides valuable customer insights and data points
✔ Active support community
HappyFox
HappyFox
Best help desk software for managing customer support tickets
Spot Score: 9.0/10
Pricing: Free Trial, Subscription
Starts from $29/agent/month when Billed Yearly
Features:
✔ Incident Management
✔ Asset Management
✔ Change Management
HappyFox is an easy-to-use help desk software for ticket management. The platform helps agents process support requests, keeping them happy and organized. HappyFox integrates with email accounts and website to ensure that all support requests get collated. The software ensures better organization and faster responses.
HappyFox integrates with Freshbooks, Asana, Jira, Microsoft Teams,…
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Self Service Portal ✔ Social Media Integration ✔ Knowledge Base | ✔ Contract (SLA Management) ✔ Live Chat ✔ Automated Routing ✔ Chatbot ✔ Reports & Analytics |
HappyFox Pricing
HappyFox gives a 30-day free trial
| Pricing Plan | Billed monthly | Billed yearly |
|---|---|---|
| Mighty | $39/agent/month | $29/agent/month |
| Fantastic | $59/agent/month | $49/agent/month |
| Enterprise | $79/agent/month | $69/agent/month |
| Enterprise Plus | $99/agent/month | $89/agent/month |
Besides, HappyFox offers pricing plans for unlimited agents, starting from $1,499/month when billed annually.
Top Customers
Whilrlpool, ORD Capital, M4Research
Customer Reviews
✔ User-friendly interface
✔ Provides customizable features
✔ Facilitates clear communication across different teams
✔ Provides tools for quick ticket resolution, automated responses
Freshservice
Freshservice
Best help desk software for internal resources
Pricing: Free Trial, Subscription
Starts from $19/agent/month when Billed Yearly
Features:
✔ Incident Management
✔ Asset Management
✔ Change Management
Freshservice is an online IT help desk platform that provides an end-to-end employee experience. The platform provides efficiency with built-in AI, automating routine queries, and enabling self-service. Freshservice integrates with Microsoft Teams, Slack, Google Workspace, Zoom,…
Main Features
| ✔ Incident Management ✔ Asset Management ✔ Multi-Channel Communication ✔ Knowledge Base ✔ Self Service Portal | ✔ Contract (SLA Management) ✔ Reports & Analytics ✔ Problem Management ✔ Change Management ✔ Chatbot |
Freshservice Pricing
Freshservice offers a 14-day free trial
| Pricing Plan | Billed monthly | Billed yearly |
| Starter | $29/agent/month | $19/agent/month |
| Growth | $59/agent/month | $49/agent/month |
| Pro | $115/agent/month | $95/agent/month |
| Enteprise | $145/agent/month | $119/agent/month |
Top Customers
CrownOffice, Upenn, Bridgestone
Customer Reviews
✔ Provides a broad range of functionalities (project management, asset management, change management,…)
✔ User-friendly interface
✔ Good customization and automation capabilities
✔ Responsive support team
Help Scout
Help Scout
Best easy-to-use help desk software
Spot Score: 9.7/10
Pricing: Free Trial, Subscription
Starts from $20/user/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
Help Scout is a modern help desk software for growing businesses. It helps support teams delight customers with exceptional support. Help Scout provides email and live chat with a personal touch. The software integrates with Salesforce, Jira, Hubspot,…
| ✔ Ticket Management ✔ Social Media Integration ✔ Multi-Channel Communication ✔ Self Service Portal | ✔ Knowledge Base ✔ Contract (SLA Management) ✔ Live Chat ✔ AI Assistant ✔ Reports & Analytics |
Help Scout Pricing
The software offers a 15-day free trial
| Pricing Plan | Billed monthy | Billed yearly |
|---|---|---|
| Standard | $25/user/month | $20/user/month |
| Plus | $50/user/month | $40/user/month |
| Pro | not available | $65/user/month |
Top Customers
Mixmax, Spindrift, Trello
Customer Reviews
✔ Simple and clean interface
✔ Provide valuable insights into support activities
LiveAgent
LiveAgent
Best help desk software for SMEs
Pricing: Free Trial, Subscription
Starts from $9/agent/month when Billed Yearly
Features:
✔ Ticket Management
✔ Knowledge Base
✔ Self-Service Portal
LiveAgent is an online customer support platform that helps businesses bring personalization to their customer interactions. The software offers live chat, email, phone, SMS, and social support capabilities. LiveAgent offers real-time live chat, email, call center, and social support capabilities. It integrates with monday.com, Trello, ClickUp,…
Main Features
| ✔ Ticket Management ✔ Multi-Channel Communication ✔ Self Service Portal ✔ Social Media Integration | ✔ Knowledge Base ✔ Contract (SLA Management) ✔ Live Chat ✔ Call center ✔ AI Assistant ✔ Reports & Analytics |
LiveAgent Pricing
14 or 30 day- free trial
| Pricing Plan | Billed monthly | Billed yearly |
|---|---|---|
| Smaill business | $15/agent/month | $9/agent/month |
| Medium business | 35/agent/month | $29/agent/month |
| Large business | $59/agent/month | $49/agent/month |
| Enterprise | $85/agent/month | $69/agent/month |
Top Customers
Slido, Refresher, Huawei
Customer Reviews
✔ Budget-friendly pricing
✔ Integrates multiple communication channels (emails, chats, social media,…)
✔ Provides extensive features such as custom filters and detailed analytics.
✔ Helpful customer support
SysAid
SysAid
Best help desk software
Spot Score: 9.8/10
Pricing: Free Trial, Quation Based
Features:
✔ Incident Management
✔ Asset Management
✔ Self-Service Portal
SysAid is an AI-powered help desk software for IT service management. With zero setup requirements, its conversational AI handles employees’ requests, assists with queries, and helps resolve issues faster. SysAid integrates with Okta, Jira, Zapier, Quickbooks,…
Main Features
| ✔ Incident Management ✔ Asset Management ✔ Multi-Channel Communication ✔ Knowledge Base ✔ Self Service Portal | ✔ Contract (SLA Management) ✔ Reports & Analytics ✔ Problem Management ✔ Change Management ✔ Chatbot ✔ AI Assistant |
SysAid Pricing
Quation Based
Top Customers
Microdrones, Coca Cola, Adobe
Customer Reviews
✔ User-friendly interface
✔ Allows for customizable dashboard and reports
✔ Easy integration with other tools and systems
✔ Simple layout and usable ticket types out of the box
✔ Provides remote access capabilities
Conclusion
By leveraging right help desk software, businesses can streamline support management, creating good customer experiences.
Frequently Asked Questions
What is help desk software used for?
Help desk software allows businesses to manage customer and employee support requests.
Ticketing is a key part of help desk software that helps support teams track and solve customer issues. Popular help desk software features include knowledge bases, self-service portals, multi-channel communication, SLA management, reporting and analytics.
What is the difference between help desk and service desk?
A help desk focuses on tracking and resolving user incidents whereas a service desk provides a more comprehensive IT support function that addresses user incidents and manages service requests.
Nory Raises $16 Million in Series A Funding
Top 6 Best Video Interviewing Software in 2024
3 Comments
Comments are closed.
[…] approach offers opportunities for new software providers. This specialization can lead to higher customer satisfaction and greater competitive advantage in niche […]
[…] invoicing to content creation, to analytics and customer support – various SaaS products can greatly benefit from AI. Some examples […]
[…] example, AI-powered tools like chatbots can improve customer service by responding instantly to common queries. Marketing automation platforms like HubSpot or Marketo […]