What is Help Desk Software?

Help desk software facilitates the smooth delivery of customer services at various stages from the front desk, which provides answers to frequently asked questions or usual issues, to regulatory and management levels until a complicated complication is dealt with. During acceleration, a complete solution provides the assurance that client concerns are followed, accordingly settled, and tackled after a reasonable period to skip risking customers’ satisfaction and their business. Help desk software even keeps a record of client conversations, emails, transactions, and further engagements for reporting or as reference for data base or best practice case studies. A good solution comprises a centralized area for all communication channels, as for instance hotline numbers, email addresses, live chat, and social networks, to make sure no request disappears inside the crack. Similarly, you could also check agent accomplishments more closely, using the software’s indicators and views. For the purpose of choosing the best help desk system for your business, give a look to the highest-rated apps in this category, inclusively Freshdesk which is currently standing on top of this list.

Best Help Desk Software


Our Score 9.8

User Satisfaction 100%

Winner of the Best Help Desk Software Award for 2015 and an efficient and reliable help desk solution. It includes a great free trial plan. Read Reviews


Our Score 9.7

User Satisfaction 99%

Winner of our 2016 Supreme Software Award. Complete customer and live support platform with chat for websites and all help desk features. Read Reviews


Our Score 9.6

User Satisfaction 98%

Samanage won our 2016 Supreme Software Award. It's a cloud-based IT service desk and asset management service to keep a tighter tab on things. Read Reviews


Our Score 9.4

User Satisfaction 94%

One of the leading help desk solutions trusted by over 40,000 organization worldwide to raise productivity, lower costs, and increase customer satisfaction. Read Reviews

Help Scout

Our Score 9.1

User Satisfaction 98%

Help Scout provides a shared inbox for you and your team, enabling collaboration for support whenever an email or a support requests comes in. Read Reviews


Our Score 9.0

User Satisfaction 97%

Winner of Best Customer Service Software Award for 2016. It allows IT admins to effectively track and manage the assets owned by their organisations. Read Reviews

Vision Helpdesk

Our Score 8.9

User Satisfaction 99%

Winner of our Supreme Software Award. A customer support help desk platform for management of channels like calls, chat, email, etc. under a single roof. Read Reviews

JIRA Service Desk

Our Score 8.8

User Satisfaction 98%

A hosted service desk platform developed by Atlassian. The system is a very popular help desk solution widely used by many popular open source projects. Read Reviews

Zoho Support

Our Score 8.8

User Satisfaction 98%

Zoho Support won our Expert's Choice Award for 2016. It's a web-based customer service software designed to help you focus on creating customer happiness. Read Reviews

ManageEngine ServiceDesk

Our Score 8.7

User Satisfaction 100%

A help desk software with integrated asset and project management built on the ITIL framework and available in 29 different languages. 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 so you will have a better understanding of the issues you should consider before buying a 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 offered by every popular vendor. 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. The best thing to do is to try services that currently have the highest results in our SmartScore and Customer Satisfaction Rating in the help desk software category: Freshdesk reviews, Zendesk, Samanage, Zoho Support, ClickDesk, CRMdesk, LiveAgent, ManageEngine, Desk.com, Salesforce, Freshservice, and DeskRoll.

Targeted Businesses

  • Small businesses use help desk software 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.

Top Vendors

  • 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 that is used by both small businesses and 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.

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.

All Help Desk Software Reviews

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Each individual review in our Help Desk Software category is prepared with a number of goals in mind. Because we want to ensure professional quality and make every review as meaningful as possible we always collect information related to a service from many different sources. We do not limit our research to official vendor site, but also examine reviews from other users and experts and support that with our own unique encounter with the product. We make it a primary goal to check how a given service performs in usual problem circumstances and we try to show its strong and weak aspects. It is also essential to study such aspects as mobile support and quality as well as response time of customer support provided by each vendor. All such data enriched with our SmartScore and User Satisfaction scores contributes to a useful overview of the app that so many of our visitors enjoy.

Page last modified on 25/08/2016

Selected products (0)

Our Score Read More

Our platform uses our unique SmartScore™ mode to analyze all the solutions in the Help Desk Software category so that we can help you get the best possible service. It analyzes the following metrics: main modules, collaboration features, customization, integrations with other services, intuitiveness, help & support, how secure a software is, support for smartphones and tablets, general media ratings. At the moment, Freshdesk is the leader in this category and our experts are really satisfied with it. Following thorough research and analysis it got the best results among its competitors and we strongly suggest that you consider it as one of the options for your business.

User Satisfaction Read More

A summary of the entire user satisfaction with the product in the Help Desk Software category based on our unique algorythm that gathers client reviews, comments and opinions across a wide range of social media platforms to help you make an informed buying decision.











Pricing Read More

Each vendor in the Help Desk Software category will provide a different set of pricing plans for its app and each package will include a varied group of elements. Below we list the general pricing for the most affordable plan offered for each service. Keep in mind that advanced features may have an extra cost.



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Devices Supported Read More

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








Windows Mobile

Geographies Served Read More

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





South Africa









Latin America





Pricing Model Read More

Examine which pricing plans are supported by the vendors in the Help Desk Software category to check which one fits your business preferences and expenses best. Note that certain solutions can offer free or freemium accounts for you to try out first.



Monthly payment

One-time payment

Annual Subscription


Customer Types Read More

An overview of what kinds of clients a given B2B service in the Help Desk Software category is designed for, from small businesses and non-profits to large enterprises.

Small Business

Large Enterprises

Medium Business


Deployment Read More

An overview of what styles of product deployement are provided by every B2B vendor in the Help Desk Software category. While almost all modern SaaS services are cloud-based there are solutions may offer an on-site deployment model too.


On Premise

Cloud Hosted

Open API