What is Help Desk Software?

Help Desk Software is the common name for systems and applications used to respond to customers’ questions and technical inquiries. Help desk software helps support team track and address issues in reasonable time, but also record customer conversations, messages, transactions, and other information that could be relevant in future. The best help desk systems act as centralized portals for inquiries coming from all communication channels, including your email addresses, phone numbers, live chat programs, and social networks. Some of them even include metrics and insights that help you evaluate customers’ and agents’ performance. We suggest you to check our current help desk leader Freshdesk, but also other popular solutions listed in this category.

Help Desk Software

Top 16 Most Popular Help Desk Software

Freshdesk reviews
1.
Freshdesk

Our Score 9.8

User Satisfaction 100%

Freshdesk is the winner of our Best Help Desk Software Award for 2017 and an efficient and reliable help desk solution. It includes a great free trial plan. Read Reviews

Zoho Desk reviews
2.
Zoho Desk

Our Score 9.0

User Satisfaction 100%

Zoho Desk is a support desk platform that helps you deliver top quality customer support to clients with tools that increase agent productivity and improve analytic operations. Read Reviews

Wix Answers reviews
3.
Wix Answers

Our Score 8.7

User Satisfaction 100%

Free, all-in-one help desk software solution that provides you with the tools you need for customer and business support. Read Reviews

Freshservice reviews
4.
Freshservice

Our Score 9.4

User Satisfaction 97%

Freshservice is the winner of our Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organizations. Read Reviews

SysAid reviews
5.
SysAid

Our Score 9.0

User Satisfaction 98%

SysAid is the winner of our Expert's Choice Award. It is a feature rich, easily configurable and highly scalable help desk solution targeted at large businesses. Read Reviews

TeamSupport reviews
6.
TeamSupport

Our Score 9.1

User Satisfaction 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Read Reviews

xSellco Helpdesk reviews
7.
xSellco Helpdesk

Our Score 8.8

User Satisfaction 100%

A popular help desk system for ecommerce businesses from various scales, which they can use to manage contact and solve tickets via several online channels. Read Reviews

ManageEngine ServiceDesk reviews
8.
ManageEngine ServiceDesk

Our Score 8.7

User Satisfaction 100%

ManageEngine ServiceDesk is an integrated help desk solution offering asset and project management built on the ITIL framework. Read Reviews

JitBit HelpDesk reviews
9.
JitBit HelpDesk

Our Score 8.5

User Satisfaction 100%

JitBit HelpDesk is a web-based help desk app to delight your customers. It tracks support tickets and fully integrates with email and Active Directory. Read Reviews

Hiver reviews
10.
Hiver

Our Score 8.5

User Satisfaction 100%

Hiver is an amazingly simple way to way to share useful emails and attachments, assign tasks, and track status on Support and Sales queries. Read Reviews

Cayzu reviews
11.
Cayzu

Our Score 8.2

User Satisfaction 100%

Cayzu is a cloud-based help desk platform with a smart ticket system and robust customer support tools. Read Reviews

Zendesk reviews
12.
Zendesk

Our Score 9.7

User Satisfaction 98%

Zendesk is a winner of our Supreme Software Award. It's one of the leading help desk solutions trusted by over 40,000 organization worldwide. Read Reviews

Samanage reviews
13.
Samanage

Our Score 9.6

User Satisfaction 98%

Samanage is the winner of our 2017 Supreme Software Award. It is a cloud-based IT service desk and asset management service that helps you to keep a tighter tab on things. Read Reviews

LiveAgent reviews
14.
LiveAgent

Our Score 9.5

User Satisfaction 99%

LiveAgent is the winner of our 2017 Supreme Software Award. It is a complete customer and live support platform with chat for websites and all help desk features. Read Reviews

Deskun reviews
15.
Deskun

Our Score 8.0

User Satisfaction 100%

Deskun allows users to process messages from clients in Gmail interface. One can use message templates for a quick reply, assign requests to responsible agents, and collaborate with employees. Read Reviews

HP Service Anywhere reviews
16.
HP Service Anywhere

Our Score 8.1

User Satisfaction 97%

ITIL based SaaS service desk that brings together a broad range of ITSM capabilities, Big Data and social collaboration. Read Reviews

How to Choose The Best Help Desk Software

You may think that help desk software programs are all the same in the market, but in reality, they are quite different from each other in terms of features, functionalities, and pricing methodologies. Read this buyer’s guide on the best Help Desk software platforms so you will have a better understanding of the list of issues you should consider before buying an online solution for your company, whether it is a big one or a small startup.

Get to know each product with free trial

Consider beginning your search by signing up for several free trial plans or demo offered by popular help desk software providers. It will give you the advantage of testing all the key features of each software before you actually spend any money on it and if there are any problems you’ll know about them right away and you will understand what is help desk software better. The best thing to do is to try tools that currently have the highest SmartScore rankings and Customer Satisfaction Rating in our help desk software reviews: Freshdesk reviews, Zendesk, Samanage, Zoho Support, ClickDesk, CRMdesk, LiveAgent, ManageEngine, Desk.com, Salesforce, Freshservice, and DeskRoll. For details on leading apps, read our comparison article on the top 10 help desk software

Targeted Businesses

  • Small businesses use help desk software tools for technical support and customer service.
  • IT companies use the software to keep their customer support efficient and organized.
  • Call centers make use of help desk systems for customer support.
  • Third-party BPOs are also main users of help desk software.

Help Desk Software For Enterprises

Large businesses are in constant need of a smart and elegant help desk solution to improve customer relationships and to make the ‘legit’ status of their brands more reliable. It is thanks to these systems and their amazing features that enterprises connect psychologically with their end users, and get to know how they think and what they expect. In the meantime, they use them to streamline customer relationships, and categorize issues and queries the way every solid organization should. Consequently, they build a better reputation by saving instead of wasting money, and get to know all market sideways that can be used to maximize profit.

What are Examples of Help Desk Software?

  • Freshdesk: Freshdesk is a popular cloud-hosted help desk system with useful features and excellent customer service.
  • Zendesk: Zendesk is a leading cloud-hosted help desk solution both for small business as well as large multinational enterprises such as Zappos and Groupon.
  • Samanage: Samanage is a widely used IT service desk and asset management solution that can be instantly deployed via a true cloud, SaaS-based model.
  • Salesforce Service Cloud: Salesforce Service Cloud allows companies to engage and interact with their customers using all popular channels including video and social media.
  • LiveAgent: LiveAgent is a popular help desk support platform that combines multiple channels into a single compact package.

You can get info on other popular apps in this category and do informed comparisons by perusing our article on the top 15 help desk solutions.

Types of Help Desk Software

Help desk software programs can be used to handle the complaints and issues of your external or internal customers. Some solutions in fact serve both, while other management platforms serve either external or internal customers.

External – This help desk software solution serves the end consumers of your company, whether they are individuals buying products or services from you, or another company that has business transactions with you. These software programs can help you with your general customer service problems as well as information technology-related concerns. Since the businesses, companies, and industries that need external help desk software platforms are very diverse, those buying this type of software program might prefer that the platform solution can perfectly integrate call center software systems, sales force automation, and marketing automation.

Internal – This type of software solution in general provides service to a company’s employees or internal customers. In many cases, the software solution supports the various information technology concerns of customers. But there are some cases when this type of help desk solution is given to human resource management for concerns regarding employee benefits.

Key Features of Help Desk Software

Let us first start with the question: What is a help desk software solution?

Many people get confused by what help desk software actually is and what it’s used for. This is because help desk can be understood either a software management solution for your teams that provides service to employees or internal customers; or a software platform to help your company’s teams provide excellent service to your external customers (in short, those who buy goods or services from your company).

In both instances nevertheless, help desk software solutions help you store customer information (whether they are internal or external) in fully searchable databases that monitor your customer interaction and automate the entire resolution process with the help of a ticketing system. In its basic level, the primary role of help desk software is to improve your capability to organize customer data and increase the effectiveness of your business.

In addition to this main function, help desk software platforms offer a number of these features, if not all:

Self-service – Your customers, whether they are internal or external, can use the solution’s portals themselves to look for solutions. In short, they do not always have to contact a representative every time they have a problem or issue that needs your attention. For example, a lot of help desk management software solutions these days offer self-service features such as documentation of the services or products your company offers, user-friendly how-to pages, downloadable patches, community forums, and instructional and searchable FAQs, among other helpful resources. If your customers are unable to find the right solutions from these self-service features, the help desk software solution usually allows them to write their concerns and send a ticket.

Knowledge management system – Knowledge management system refers to a hub of information as well as descriptions to the most common problems or issues in your product or service or even the previous concerns that have been resolved. This information hub can be available publicly, such as a self-service site that your customers can visit. Alternatively, the repository can also be intended for internal use only by your technicians or customer service representatives. Many knowledge management systems offered by help desk software solutions have advanced search tools to help the users, whether your employees, team members, or your customers, in finding solutions or the right answers to any question or concern. There are some software platforms that even autosuggest queries or articles as a user types.

Asset management system/IT network management system – A good help desk software system also offers outstanding asset management functionalities that can monitor changes to your software and even hardware configurations. On the other hand, network management solutions can evaluate the health of your computer servers or other network components you are using. These functionalities may be offered by the help desk software vendor through integrations using information technology service management tools.

Reporting – Some help desk software solutions have reporting capacities that can overall monitor your agent productivity and service desk performance. In most cases, performance metrics usually include the overall number of open tickets; average time of resolving complaints; satisfaction of your customers; ticket resolutions that can be sorted out based on shift, date, or agent; among others.

Support with the help of a tablet or a smartphone – In today’s market, a good number of help

desk software solutions do come in with smartphone, tablet, and Web application versions of their platforms. In short, any customer or employee who wishes to access the help desk software’s features can use a smartphone, tablet, or go to the Internet to use the knowledge base, provide or read customer data, send out or receive tickets, check out reports, and utilize other features anytime, anywhere.

Service level agreement (SLA) – Many vendors in the market offer SLAs that can be immediately guaranteed to customers, plus other service guarantees. This feature will enable, for instance, your support desk team employees to conduct immediate and automatic escalations, prioritization triggers, as well as other customized rules to make sure that the tickets your company has been receiving are managed in compliance and given topmost priority with SLAs.

Remote control – This functionality enables your organization’s technicians to manage, access, and control a customer’s computer from a remote point, giving remote diagnosis, and resolving any issue or complaint with little customer involvement.

Benefits of Help Desk Software

The best Help Desk software solutions will enable companies like yours, whether it is big or small, to easily evaluate information technology crises. In addition, businesses can boost their efficiency by managing information technology-related concerns better. So, what does it all mean? It means you will have more savings for your company since you will be using tools such as automation, self-service and other workflow efficiency features.

When implemented correctly, these help desk software platforms can boost the operations of your company or organization in five key ways:

  • Reduce manpower costs because of the self-service tools
  • Identify and quickly solve issues that keep on happening
  • Reduce the work lags of your employees from information technology issues that continue to be unsolved
  • Give better transparency and communication into your customers’ service requests starting from creation of tickets all the way to their resolution
  • Automate issue escalation, triaging, as well as prioritization

Latest Trends

Social media integration is becoming popular

Surveys show that a good number of social media users send customer support requests through Facebook, Twitter, and other social networks. Therefore, companies need apps to process issues and requests received through these channels. Vendors such as Zendesk and Desk.com offer solutions that integrate with social channels to prioritize and route customer service requests.

Gamification Motivates Agents  

Customer service and IT jobs are taxing and difficult positions. To help keep up the interest and motivation levels of agents, companies are using gamification. A firm named Badgeville offers rewards such as redeemable points to boost the productivity of its ticketing agents. Employees get motivated to perform better when they see their scores improving and they move up higher on leaderboards.

Potential Issues

Lack of business knowledge: If you outsource your help desk to a third-party, make sure the vendor is capable of providing knowledgeable customer support. If the vendor’s agents are lacking in knowledge and expertise, it could seriously dent the customer satisfaction rating of your company. In that case, you are better off using in-house agents for customer support to provide knowledgeable responses to ensure customer satisfaction.

Lack of Agent Training: Employee turnover is high in call centers and help desks as agents may not be serious about the job and may look at it as a temporary vocation. To motivate agents to stay longer, companies should offer comprehensive training that can boost the capability and stability of the workforce. Make your agents more versatile and help them learn a wide range of skills to do their job better.

History of Help Desk Software

help-desk-infographics

List of Help Desk Software Companies

Updated

Selected products (0)

1.
Freshdesk

Our Score 9.8

User Satisfaction 100%

Freshdesk is the winner of our Best Help Desk Software Award for 2017 and an efficient and reliable help desk solution. It includes a great free trial plan. Read Reviews

  • Pricing: free
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

2.
Zendesk

Our Score 9.7

User Satisfaction 98%

Zendesk is a winner of our Supreme Software Award. It's one of the leading help desk solutions trusted by over 40,000 organization worldwide. Read Reviews

  • Pricing: $5
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

3.
Samanage

Our Score 9.6

User Satisfaction 98%

Samanage is the winner of our 2017 Supreme Software Award. It is a cloud-based IT service desk and asset management service that helps you to keep a tighter tab on things. Read Reviews

  • Pricing: by quote
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

4.
Kayako

Our Score 9.5

User Satisfaction 95%

Kayako is the winner of our Expert's Choice Award. It delivers customer service in a powerful, seamless, and scalable way, trusted by over 50,000 organizations worldwide. Read Reviews

  • Pricing: $9
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Monthly payment, Quote-based
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, On Premise

5.
LiveAgent

Our Score 9.5

User Satisfaction 99%

LiveAgent is the winner of our 2017 Supreme Software Award. It is a complete customer and live support platform with chat for websites and all help desk features. Read Reviews

  • Pricing: $9
  • Devices Supported: Windows, Linux, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, One-time payment
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted, On Premise

6.
Desk.com

Our Score 9.4

User Satisfaction 90%

Powerful and comprehensive CRM solution that integrates well with other Salesforce products. Read Reviews

  • Pricing: $20
  • Devices Supported: Windows, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

7.
Freshservice

Our Score 9.4

User Satisfaction 97%

Freshservice is the winner of our Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organizations. Read Reviews

  • Pricing: free
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Free, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

8.
Salesforce Service Cloud

Our Score 9.3

User Satisfaction 97%

Service Cloud customer service software gives you faster, smarter customer support. Read Reviews

  • Pricing: $25
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment
  • Customer Types: Small Business, Large Enterprises, Medium Business, Freelancers
  • Deployment: Cloud Hosted

9.
TeamSupport

Our Score 9.1

User Satisfaction 99%

TeamSupport is a complete customer support platform that facilitates communication and collaboration between your teams and clients. Read Reviews

  • Pricing: $50
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based, Windows Mobile
  • Pricing Model: Monthly payment, Annual Subscription
  • Customer Types: Small Business, Large Enterprises, Medium Business
  • Deployment: Cloud Hosted

10.
SysAid

Our Score 9.0

User Satisfaction 98%

SysAid is the winner of our Expert's Choice Award. It is a feature rich, easily configurable and highly scalable help desk solution targeted at large businesses. Read Reviews

  • Pricing: by quote
  • Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
  • Pricing Model: Quote-based
  • Customer Types: Large Enterprises, Medium Business
  • Deployment: Cloud Hosted, On Premise

Our Score Read More

FinancesOnline uses our unique SmartScore™ algorithm to test all the solutions in the Help Desk Software category to help you get the best possible service. It includes the following elements: essential functionalities, collaboration elements, customization, integrations with other services, simplicity, customer support, security, mobile support, ratings in media. As of now, Freshdesk is the leader in this category and we gave it the highest score in our tests. Following thorough testing it had the best results among its competitors and our experts strongly suggest that you include it as one of the solutions for your needs.

User Satisfaction Read More

A look at general user satisfaction with the solutions in our Help Desk Software category calculated using our unique algorythm that finds user reviews, comments and opinions across a broad range of social media platforms to help you make an informed purchase choice.

100%

98%

98%

95%

99%

90%

97%

97%

99%

98%

Pricing Read More

Each vendor in the Help Desk Software category will offer a different group of pricing packages for its app and every plan will include a different group of elements. Below we list the general pricing for the most affordable package provided for each app. Keep in mind that advanced features may cost extra.

free

$5

by quote

$9

$9

$20

free

$25

$50

by quote

Devices Supported Read More

An analysis of what type of devices and operating systems are supported by the listed B2B tools in the Help Desk Software category, including mobile platforms and web-based solutions.

Windows

Android

iPhone/iPad

Mac

Web-based

Laguages Supported Read More

Find out what languages and countries are served by the top B2B apps in the Help Desk Software category, including solutions aimed at international markets and prepared for multi-cultural groups of employees.

Pricing Model Read More

Find out which pricing plans are supported by the vendors in the Help Desk Software category to see which one fits your business preferences and budget best. Keep in mind that specific software can support free or freemium accounts for you to test first.

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

Customer Types Read More

An overview of what groups of customers a given B2B platform in the Help Desk Software category aims for, from small businesses and non-profits to big enterprises.

Small Business

Large Enterprises

Medium Business

Freelancers

Deployment Read More

A summary of what styles of software deployement are provided by every B2B vendor in the Help Desk Software category. Even though the majority of modern SaaS services are cloud-based some services might offer an on-site deployment model as well.

Cloud Hosted

On Premise

Open API

History of Help Desk Software

Help Desk Predecessors

The development of help desk software can be traced back to 1876, when Alexander Graham Bell invented the telephone, the first and most widely used tool for customer support. Nearly two decades later, telephones receive their first switchboards, allowing customers to receive timely and accurate support. In the years to follow, companies train agents to solve customer issues using dumb terminals and dictation machines with access to a mainframe computer.

The Interactive Voice Response (IVR) method where transactions are executed without the help of specialized agents appears in 1960. As digital communications such as emailing expand, IVR transforms into a ticketing practice, which by the end of 1991 becomes a regular routine…

help-desk-infographics

Post by Alex Hillsberg