The 28 Best Cloud Helpdesk Software To Skyrocket Your Customer Support Of 2024
10 Best Cloud Helpdesk Software Shortlist
Here's my pick of the 10 best software from the 28 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Navigating the world of help desk software can be a daunting task. From ITIL-based ITSM solutions to free help desk platforms with Android support, the possibilities seem almost endless. Yet, I understand that your main aim is to find the best help desk software solutions that cater to your specific needs, be it on-premise systems for call centers or a more streamlined SaaS for managing service requests.
The magic of help desk software lies in its ability to automate and streamline workflow. In short, help desk software solutions are the key to turning chaos into an organized, efficient ticketing software system.
What Is Cloud Helpdesk Software?
Cloud helpdesk software serves as a centralized platform that assists businesses in managing and resolving customer queries effectively. Leveraging the power of cloud computing, these tools enable companies to provide support services from any location, at any time, thereby delivering superior customer experiences. Typically used by customer service departments, IT support teams, and any organization looking to streamline their customer interaction processes, cloud helpdesk software plays a pivotal role in tracking, prioritizing, and solving support tickets.
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At its core, a good help desk tool creates an all-in-one platform for your support agents to manage and respond to end-user service requests. This is achieved through a help desk ticketing system, which allows for real-time updates and notifications. Additional modules may include chatbots, templates, and third-party integrations, enabling you to tailor your customer relationship management to your company's needs.
Best Cloud Helpdesk Software Summary
| Tools | Price | |
|---|---|---|
| monday Service | From $26/seat/month (3 seat minimum) | Website |
| Zoho Desk | From $7/user/month (billed annually) | Website |
| HappyFox | From $29/user/month | Website |
| Kayako | From $15/user/month (billed annually) | Website |
| SysAid | From $60/user/month (billed annually) | Website |
| Salesforce Financial Services Cloud | From $25/user/month (billed annually) | Website |
| Zendesk | From $49/user/month | Website |
| Moxo | From $50/user/month | Website |
| Front | From $19/user/month (billed annually) | Website |
| TOPdesk | From $35/user/month | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Cloud Helpdesk Software Reviews
monday Service is a robust cloud-based helpdesk platform designed to streamline customer support operations. Part of the monday.com Work OS, it provides a centralized system for managing customer queries, service tickets, and workflows in a collaborative environment.
Why I Picked monday Service:
As a cloud helpdesk software, monday Service offers features that make it ideal for teams that need flexibility and automation in their customer support operations. The platform supports automated workflows using AI, which allow teams to auto-assign tickets, send updates, and trigger escalations, reducing manual workload. Additionally, its custom dashboards provide real-time visibility into service metrics, ensuring teams can track KPIs like response time and customer satisfaction.
Standout Features and Integrations:
Beyond automation and customizable workflows, monday Service also offers reporting tools and a knowledge base feature. The reporting tools provide insights into team performance and ticket resolution trends, while the knowledge base allows teams to create self-help resources for customers. Key integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, and GitHub.
Pros and cons
Pros:
- Customizable dashboards
- Automated ticket routing
- Knowledge management capabilities
Cons:
- Full automation features require higher-tier subscriptions
- Limited report customization
Zoho Desk is a context-aware help desk software that enables businesses to provide top-notch customer support. Its unique strength is the seamless integration it offers with other Zoho suite applications, setting it apart as an ideal choice for businesses already utilizing or intending to utilize the Zoho ecosystem.
Why I Picked Zoho Desk:
I selected Zoho Desk because it brings a unique aspect to the table – the ability to integrate smoothly with Zoho's comprehensive suite of business applications. This enables businesses to maintain data consistency and improve operational efficiency, which is why I believe it stands out as the best tool for integrating with a suite of business applications.
Standout Features and Integrations:
Some of the key features of Zoho Desk include its ticket management, multi-channel support, and reporting capabilities. Its standout integration capability allows it to sync seamlessly with other applications within the Zoho suite, including Zoho CRM, Zoho Analytics, and Zoho Projects.
Pros and cons
Pros:
- Powerful reporting and analytics tools
- Robust multi-channel support
- Seamless integration with Zoho suite applications
Cons:
- User interface might seem less intuitive to some users
- The learning curve for beginners could be steep
- Limited customization options compared to some competitors
HappyFox stands out as a powerful helpdesk software that is well-equipped to handle customer queries across various platforms. It has been designed to streamline multichannel support and simplify the management of customer interactions, regardless of their origin.
Why I Picked HappyFox:
I selected HappyFox for this list due to its exceptional proficiency in harmonizing customer interactions across different channels. This ability to consolidate multichannel support into a single, easy-to-use platform is a standout feature, and it sets HappyFox apart in the crowded landscape of helpdesk software.
For organizations juggling customer communications across email, social media, live chat, phone, and more, HappyFox is an ideal choice.
Standout Features and Integrations:
HappyFox impresses with features like a robust ticketing system, knowledge base, self-service portal, and community forums. The smart rules feature, which allows for the automation of recurring tasks, is a big plus.
When it comes to integrations, HappyFox works seamlessly with a wide range of applications including Slack, Salesforce, and Jira, creating an interconnected ecosystem for your customer service needs.
Pros and cons
Pros:
- Strong integrations with other popular platforms
- Automation of recurring tasks via Smart Rules
- Comprehensive multichannel support
Cons:
- Setup can be complex for new users
- Limited customization options in the basic plan
- Higher pricing compared to some competitors
Kayako is a cloud-based customer service platform that supports businesses in providing efficient and effective customer support. With its power to track and manage customer interactions across multiple channels in a unified way, it stands out as a tool well-equipped for the purpose of unified customer journey tracking.
Why I Picked Kayako:
In the myriad of helpdesk software I evaluated, Kayako emerged as a top pick because of its exceptional capability to seamlessly track customer journeys. Its design supports the consolidation of customer interactions from various touchpoints into one coherent thread. This makes Kayako ideal for businesses aiming to achieve a comprehensive understanding of their customer experiences.
Standout Features and Integrations:
Kayako's live chat functionality, intuitive dashboard, and robust reporting features empower businesses to stay on top of their customer interactions. The software also includes a proactive customer engagement tool and a customer journey mapping feature that brings all interactions together in a meaningful way.
Kayako integrates well with numerous business tools like Salesforce, Slack, and Zapier, enhancing its functionality and making it an adaptable addition to any tech stack.
Pros and cons
Pros:
- Integration with popular business tools
- Robust reporting and analytics
- Unified customer view across channels
Cons:
- Advanced features only available in higher pricing tiers
- Steeper learning curve for new users
- Lacks a free plan option
SysAid is an IT service management solution that provides comprehensive tools to automate and streamline IT tasks. As an ideal choice for organizations in need of advanced ticketing functionality, it enables efficient tracking and management of IT support cases.
Why I Picked SysAid:
I picked SysAid because it excels in providing a robust ticketing system that is both intuitive and efficient. Amongst many offerings, SysAid stands out for its strength in creating, tracking, and managing IT support tickets which optimizes the resolution process.
This feature set makes it an ideal tool for organizations seeking sophisticated ticketing functionality.
Standout Features and Integrations:
Key features of SysAid include automated ticket routing, a self-service portal, and a mobile app that enhances support accessibility. SysAid integrates with prominent tools such as Slack, Jira, and SAP, making it easier to collaborate and manage IT service processes in conjunction with other systems.
Pros and cons
Pros:
- Integrates with numerous software platforms
- Availability of a mobile application for remote access
- Advanced ticketing system
Cons:
- Some users may find the configuration process to be complex
- Can be relatively expensive, especially for smaller businesses
- The interface might seem outdated compared to newer platforms
Best for large-scale customer service operations
Salesforce is a renowned cloud-based customer service platform that integrates sales, service, and marketing efforts. It excels particularly in managing large-scale customer service operations, making it an ideal choice for larger businesses or those with complex customer support needs.
Why I Picked Salesforce:
When it came to selecting software capable of efficiently managing large-scale operations, Salesforce was a clear winner. Its robustness, comprehensive feature set, and scalability are hard to match, particularly for businesses with high-volume, multifaceted customer service requirements. Its ability to handle complex, large-scale customer service operations sets it apart in this arena.
Standout Features and Integrations:
Salesforce offers a wide range of features, including case management, knowledge management, social customer service, and omnichannel routing. Additionally, it boasts a strong AI component with its Salesforce Einstein feature, which delivers AI-powered predictions and recommendations. Integrations are aplenty with Salesforce, including connections with popular applications like Slack, Mailchimp, and Google Workspace, among others.
Pros and cons
Pros:
- Wide range of integrations
- Strong AI capabilities with Salesforce Einstein
- Comprehensive features for large-scale operations
Cons:
- Customization requires advanced knowledge
- Can be complex to implement and learn
- Can be expensive for smaller businesses
Zendesk is a cloud-based helpdesk solution that provides robust ticketing functionalities to businesses of all sizes. It is especially efficient in handling, tracking, and resolving customer support requests, making it ideal for operations requiring comprehensive ticket systems.
Why I Picked Zendesk:
In my assessment, Zendesk stood out for its exceptional ticketing system. Compared to others, Zendesk offers a holistic ticket management system that includes tracking, prioritization, and resolution of customer support requests. The comprehensive nature of this system compelled me to pick Zendesk as the best tool for managing intricate ticketing needs.
Standout Features and Integrations:
Zendesk's key features include multi-channel support, self-service options, and performance tracking. It also provides robust analytics to understand customer interactions better. Zendesk integrates with a broad range of applications such as Salesforce, Slack, and Google Workspace, fostering a seamless flow of information across systems.
Pros and cons
Pros:
- Robust integration capabilities with popular applications
- Multichannel support including email, phone, chat, and social media
- Comprehensive ticket management system
Cons:
- Some users report occasional slowdowns during heavy usage.
- The pricing may be on the higher side for small businesses
- The learning curve could be steep for beginners
Moxo is a cloud helpdesk software designed to empower businesses by offering a fully customizable client portal experience. It sets a new standard in personalizing the interaction between businesses and their clients, ensuring each client feels engaged and valued.
Why I Picked Moxo:
I picked Moxo primarily for its extreme flexibility in client portal customization. It stands out from other helpdesk software because it allows businesses to tailor client interactions in a way that directly aligns with their unique brand identity.
This level of customization ensures that Moxo is truly 'Best for a customizable client portal experience.'
Standout Features and Integrations:
Moxo's standout features lie in its customization capabilities. It provides a powerful visual editor for crafting unique client portals, complete with the ability to embed custom scripts, forms, and widgets. For integrations, Moxo can connect seamlessly with various CRM systems, email marketing tools, and project management platforms.
Pros and cons
Pros:
- Excellent integrations with CRM and project management tools
- Powerful visual editor for portal design
- Deep customization capabilities for client portals
Cons:
- Lesser-known compared to more established competitors
- Minimum three-seat requirement may exclude small teams
- Steeper learning curve due to customization options
Front is a customer communication platform that brings all your communication channels into one unified inbox. It is especially potent for team collaboration, providing capabilities to work together on customer inquiries without cluttering the inbox.
Why I Picked Front:
I chose Front primarily for its top-tier collaborative features within customer support teams. Compared to other tools, Front excels in enabling teams to work together on customer inquiries within a shared inbox. This unique approach makes it the ideal choice for teams that need to collaborate efficiently on customer support.
Standout Features and Integrations:
Front provides a shared inbox where teams can collaborate on responses, assign owners to incoming messages, and follow internal discussions related to customer interactions. It integrates with popular tools like Slack, HubSpot, and Asana, enabling teams to operate more effectively and without changing their established workflows.
Pros and cons
Pros:
- Centralized communication hub
- Integration with popular third-party apps
- Excellent for collaborative customer support
Cons:
- Could be pricey for startups or small organizations
- Some users may find the interface slightly complex initially
- It may be overkill for small teams or individual users
TOPdesk is an IT service management tool that facilitates advanced incident management. Its robust features make it a reliable choice for organizations requiring intricate management of service tickets, making it particularly strong in handling advanced incident scenarios.
Why I Picked TOPdesk:
I chose TOPdesk because of its superior approach to incident management. What differentiates it from others is its ability to handle complex scenarios and advanced ticket management features. Given these characteristics, I've determined that TOPdesk is indeed 'Best for advanced incident management.'
Standout Features and Integrations:
TOPdesk shines with its advanced incident management features such as intelligent ticket categorization, escalation capabilities, and robust reporting. Additionally, it integrates well with various platforms including LDAP for user management, network monitoring tools for proactive incident handling, and third-party application integrations via its API.
Pros and cons
Pros:
- Intelligent ticket categorization and escalation capabilities
- Effective integration capabilities with third-party applications
- Comprehensive incident management features
Cons:
- Steep learning curve for mastering advanced features
- May be too complex for smaller teams or simple use-cases
- More expensive compared to other options
Other Cloud Helpdesk Software
Below is a list of additional cloud helpdesk software that I shortlisted, but did not make it to the top 10. Definitely worth checking them out.
- Freshservice
For IT service management
- Jira Service Management
For agile project management integration
- Freshdesk
For omnichannel customer engagement
- TeamSupport
Good for B2B customer support management
- Re:amaze
Good for e-commerce businesses
- Teamwork Desk
Good for integrating customer support with project management
- HelpCrunch
Good for multi-channel customer communication
- Groove
Good for startups and small businesses due to its simplicity
- Help Scout
Good for small businesses looking for a simple, straightforward solution
- Intercom
Good for customer messaging at scale
- Uservoice
Good for product feedback and management
- SolarWinds Service Desk
Good for IT service management
- Mojo Helpdesk
Good for education sector support needs
- Jitbit Helpdesk
Good for self-hosted helpdesk solution
- HubSpot Service Hub
Good for sales, marketing, and service alignment
- Alloy Software
Good for IT asset management
- LiveAgent
Good for integrating live chat and phone support
- Spiceworks
Good for IT professionals needing a free option
Selection Criteria For Cloud Helpdesk Software
In my journey to find the best customer support software, I explored and tested several tools. Each of these tools presented its unique blend of features and functionalities, and after rigorous evaluation, I've come up with specific criteria that, in my opinion, matter the most when selecting this type of software.
Cloud-based help desk software represents the pinnacle of efficiency for modern support teams. By offering accessibility, scalability, and cost-effectiveness, these platforms surpass traditional on-premises solutions. When searching for the best IT help desk software, prioritizing cloud-based options is essential for unlocking your team’s full potential.
Core Functionality
The tool should enable you to:
- Manage customer inquiries across various channels (email, social media, chat, phone)
- Track, prioritize, and solve customer support tickets
- Collaborate with team members within the context of each customer interaction
- Automate routine support tasks to improve efficiency
- Generate insightful reports to analyze performance
Key Features
These are some of the crucial features to look for:
- Multi-Channel Support: A good customer support tool should offer support across various platforms including email, live chat, social media, and phone calls. This allows customers to reach out on the platform they find most convenient.
- Ticket Management: It should be easy to organize, prioritize, and track customer issues until they are resolved.
- Team Collaboration Tools: This includes features like shared inboxes, internal notes, and assignments that help teams work together to resolve customer issues.
- Automation: This includes features like rules, macros, or AI assistance that can automate repetitive tasks, saving time for the support team.
- Reporting and Analytics: Tools should provide data to track team performance, ticket volume, response times, and customer satisfaction scores to help you make data-driven decisions.
Usability
User experience is critical for this type of software. Here's what to look for:
- Intuitive Interface: A clean, intuitive interface that makes it easy to view and manage tickets, converse with customers, and collaborate with the team.
- Easy Onboarding: The software should be easy to set up and start using, and it should also offer adequate resources to train your team.
- Accessible Customer Support: The tool’s own customer support should be helpful and easily reachable. This is crucial in case you encounter issues while using the software.
- Scalability: As your business grows, you need a tool that can grow with you. The software should be able to handle an increasing volume of customer inquiries without compromising its performance.
People Also Ask (FAQs)
What are the benefits of using cloud helpdesk software?
Using cloud helpdesk software comes with several benefits:
- Centralized Support: It allows you to manage and respond to customer queries from various channels in one place.
- Automation: It automates repetitive tasks, freeing up your team to focus on complex issues.
- Collaboration: It facilitates better team collaboration with features like shared inboxes, internal notes, and assignments.
- Scalability: Cloud-based solutions can easily scale with your business needs.
- Insights: It provides useful data insights, helping you track team performance and improve customer service.
How much do cloud helpdesk software tools usually cost?
The pricing of cloud helpdesk software tools can vary greatly depending on the functionality, the number of users, and the type of support provided.
What are the common pricing models for cloud helpdesk software?
Most cloud helpdesk software providers use a subscription-based pricing model, typically charged per user per month. Some offer a free version with limited features, while others offer free trials for a limited time.
What is the typical range of pricing for cloud helpdesk software?
The pricing for cloud helpdesk software can range from around $10/user/month for basic plans to several hundred dollars for premium enterprise-level plans.
Which are the cheapest and most expensive cloud helpdesk software?
On the cheaper end, tools like osTicket and Mojo Helpdesk offer plan starting from around $10/user/month. On the expensive side, premium tools like HubSpot Service Hub and SolarWinds Service Desk can cost over $100/user/month for their top-tier plans.
Are there any free cloud helpdesk software options?
Yes, there are several tools like Spiceworks and osTicket that offer free plans. However, these free plans often come with limitations in terms of features and the number of tickets or users they can support.
Other IT Management Software Reviews
Summary
To wrap up, selecting the best cloud helpdesk software involves consideration of several important criteria, including core functionalities, key features, and usability. Each software in this guide has unique strengths that make it suitable for specific use cases. Remember that the best tool for your business depends largely on your specific requirements and budget.
Key Takeaways
Here are three key takeaways from this guide:
- Understand Your Requirements: Before choosing a tool, make a list of the functionalities you need. This could be automation, omnichannel support, or integration with other business apps. Your choice should align with these requirements.
- Evaluate User Experience: A tool could have all the features you need, but if it's not user-friendly, it may hinder rather than help your support team. Consider the tool's design, ease of onboarding, and customer support quality.
- Consider Pricing and Scalability: Look beyond the initial cost of the tool. Consider its scalability and how well it can grow with your business. Make sure the tool is sustainable for your budget in the long run.
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In the dynamic world of cloud helpdesk software, new tools and functionalities are constantly emerging. Selecting the optimal cloud-based help desk software is essential for streamlining support operations and enhancing customer satisfaction. By carefully evaluating features like ticket management, automation, integrations, and scalability, you can find a solution that aligns with your business goals.
Remember, a cloud-based help desk offers flexibility, accessibility, and cost-effectiveness, empowering your team to deliver exceptional support.
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