Ranking The 25 Best Help Desk Software Of 2024
10 Best Help Desk Software Shortlist
Here's my pick of the 10 best software from the 25 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Managing a deluge of customer inquiries or IT tickets is no easy task. Endless emails, phone calls, and frustrated customers create a perfect storm of chaos. Imagine a world where every interaction is streamlined and issues are resolved swiftly. That’s the promise of a robust help desk system.
With help desk software, you can address customer issues and streamline service delivery. By choosing the right tool, you can enhance customer satisfaction and streamline operations.
Check out our top picks!
What is Help Desk Software?
Help desk software is a centralized platform businesses use to manage, track, and resolve customer inquiries and issues. With integral features like ticketing systems and knowledge base repositories, it's designed for efficient customer support request handling. Its primary goal? Boosting customer satisfaction and making interactions seamless for both support agents and end-users. Such software is a staple for diverse companies, from emerging tech startups to industry-leading giants, helping them tackle challenges like missed tickets and delayed feedback.
Best Help Desk Software Summary
| Tools | Price | |
|---|---|---|
| LiveAgent | From $15/agent/month (billed annually) | Website |
| monday Service | From $26/seat/month (3 seat minimum) | Website |
| Freshdesk | From $15/user/month (billed annually) | Website |
| Guru | From $10/user/month | Website |
| Zoho Desk | From $7/user/month (billed annually) | Website |
| Help Scout | From $22/user/month (billed annually) | Website |
| Intercom | From $74/month (billed annually) | Website |
| ServiceNow | Pricing upon request | Website |
| Kayako | From $15/user/month (billed annually) | Website |
| SolarWinds Web Help Desk | From $700 one-time (for the software, based on the technician count) | Website |
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Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Help Desk Software Reviews
LiveAgent is an IT help desk software platform designed to provide support across multiple communication channels. Whether it's email, chat, social media, or phone, LiveAgent ensures consistent and prompt customer service, making it a prime choice for businesses that interact through diverse channels.
Why I Picked LiveAgent: In the process of determining a tool that excels in multi-channel communication, LiveAgent continually surfaced as a top contender. I chose it due to its robust features catering to various channels and its dedication to streamlining communication processes. Given its capabilities, I believe it's best suited for businesses that want to manage communication effectively across multiple platforms.
Standout features & integrations:
Notably, LiveAgent offers a mobile app, ensuring support teams remain connected even on the go. It also provides features like real-time chat, a ticketing system, and a knowledge base for self-service.
Integrations-wise, LiveAgent seamlessly connects with popular platforms, facilitating smoother data sharing and workflow automation.
Pros and cons
Pros:
- Robust integrations with popular platforms enhance operational efficiency
- Comprehensive ticketing system ensures efficient query management
- Diverse communication channels, including a mobile app, enhance support accessibility
Cons:
- Certain advanced features are reserved for higher-tier plans
- Customization options may be limited in the basic plans
- Onboarding might require a slight learning curve for some users
monday service is a customizable and scalable service operations platform. It supports IT and customer service teams with features like automatic ticket classification, smart ticket routing, and self-service customer experiences.
Why I picked monday service: The software's features focus on enabling users to organize, track, and resolve internal issues with ease. It’s built with flexibility in mind, making it easy to tailor to the specific needs of IT departments. monday service makes tracking internal support requests a straightforward process, so your team can stay on top of issues efficiently. Its visual dashboard helps you prioritize and assign tasks quickly, keeping everyone aligned.
Standout features & integrations:
Features include customizable workflows that give you the flexibility to create processes that match how your team works best. The reporting tools allow you to analyze performance and identify bottlenecks, and automations alleviate repetitive tasks.
Integrations include Slack, Zoom, Microsoft Teams, Google Drive, Dropbox, Jira, HubSpot, Salesforce, GitHub, and Gmail.
Pros and cons
Pros:
- Scales well with growing teams
- Visual, easy-to-read dashboards
- Highly versatile and customizable
Cons:
- Limited mobile app functionality
- May need training for setup
Freshdesk is a customer support software tailored to help businesses streamline their support processes. Given its user-friendly design and effortless ticket management capabilities, it's no wonder that it stands atop the best solution for intuitive ticket handling.
Why I Picked Freshdesk: In my quest to identify leading customer service tools, Freshdesk repeatedly emerged due to its transparent and straightforward approach to ticket management. While evaluating and judging multiple platforms, I developed a strong opinion that Freshdesk's clear emphasis on optimizing ticket workflows made it unparalleled in this domain. This characteristic is precisely why I deem it as 'Best for intuitive ticket management.'
Standout features & integrations:
Freshdesk's primary strength lies in its efficient ticket routing system, ensuring that tickets land in the hands of the most suitable agents. Furthermore, the platform supports multi-channel inquiries, from email to social media, all while maintaining a consistent workflow.
Integration-wise, Freshdesk shines with its compatibility with major platforms like Slack, Salesforce, and Trello.
Pros and cons
Pros:
- Expansive third-party integration ecosystem
- Multi-channel support maintains a consistent workflow
- Efficient ticket routing minimizes response times
Cons:
- Some customization limitations
- Setup can be time-consuming for larger teams
- Advanced analytics reserved for premium tiers
Guru is an AI-driven knowledge management platform designed to centralize enterprise information and provide instant, context-relevant answers to users.
Why I Picked Guru: While not a traditional help desk software, Guru provides a knowledge base functionality that allows help desk agents to access internal information and provide more accurate and timely responses to customer inquiries. For example, a ticket raised on a help desk platform, like Freshdesk or Zendesk, will prompt Guru's AI to provide your agents with responses based on official documents in your knowledge base or previous customers who had the same issue. Guru can also be used as an internal help desk solution because questions asked will automatically search this company-wide knowledge base.
Standout features & integrations:
Other notable features include an AI training center to improve suggestions, GuruGPT, semantic search, in-context knowledge delivery, custom pages, AI content creation, duplicate detection, publishing approvals, templates, analytics and reporting, and document management.
Integrations include Slack, Salesforce, Microsoft Teams, Google Drive, GitHub, Jira, HubSpot, Dropbox, Asana, Trello, BambooHR, Freshdesk, Notion, ServiceNow, Airtable, and Adobe Workfront.
Pros and cons
Pros:
- Analytics to track knowledge usage and identify gaps
- AI suggestions improve information relevancy and retrieval
- Provides a system for verifying information
Cons:
- Cannot handle tickets and customer interactions without a help desk integration
- Can become overwhelming if not properly organized
Zoho Desk stands as a reputable help desk system that offers businesses a way to manage their customer support efficiently. Its emphasis on utilizing artificial intelligence to provide contextual support makes it a prime candidate for companies looking to leverage AI for improved IT support, hence its distinction as the best for contextual AI assistance.
Why I Picked Zoho Desk: While selecting the top tools, Zoho Desk consistently emerged as a front-runner due to its innovative AI features. Its emphasis on contextual AI assistance differentiated it from the crowd, as it takes the help desk experience to a nuanced level, using artificial intelligence to understand the context of issues and provide tailored solutions. I chose it specifically because, in my opinion, and upon comparing, its AI capabilities are superior in offering context-driven IT support.
Standout features & integrations:
Zoho Desk's AI assistant, Zia, stands out, offering smart predictions, anomaly detection, and knowledge-base suggestions, all designed to enhance the support process. Additionally, the tool boasts powerful automation features that streamline workflows for IT support teams.
In terms of integrations, Zoho Desk offers strong ties with other Zoho products and essential third-party apps like Salesforce, Slack, and Trello, ensuring businesses have a cohesive system in place.
Pros and cons
Pros:
- Seamless integrations with popular third-party applications
- Robust automation tools for IT support workflow
- Innovative AI assistance that understands context
Cons:
- Requires a learning curve to make full use of AI capabilities
- Interface can appear cluttered with numerous features
- Might be overwhelming for businesses new to AI
Help Scout offers a streamlined help desk ticketing system, targeting small businesses and teams that prioritize efficient incident management without unnecessary complications. Its emphasis on simplicity, paired with powerful features, positions it as an ideal choice for smaller operations seeking effectiveness in their support processes.
Why I Picked Help Scout: In the process of selecting help desk platforms, Help Scout continually caught my attention due to its simplicity and focus on core help desk functionalities. Its tailored approach for small businesses and teams, without the fluff that can overwhelm smaller operations, differentiates it from many competitors. Based on my judgment, comparing its features and user feedback, I chose Help Scout as it offers precisely what smaller teams need for their incident management.
Standout features & integrations:
Help Scout champions its intuitive ticketing system, designed to reduce clutter and improve response times. Additionally, its 'Beacon' chat feature provides real-time support capabilities right from a business's website.
In terms of integrations, Help Scout connects effortlessly with popular platforms like Slack, Trello, and Mailchimp, ensuring that teams can work within a familiar ecosystem while managing customer queries.
Pros and cons
Pros:
- Valuable integrations with common tools used by small businesses
- Beacon chat offers real-time support
- Simple and intuitive ticketing interface
Cons:
- Limited customization options compared to some competitors
- No free plan, limiting very early-stage businesses
- Might lack advanced features required by larger enterprises
Intercom has solidified its position as a leading messaging platform tailored to businesses aiming to establish a direct, real-time line with their customers. Its strength lies in its ability to provide instant, personalized messaging, validating its title as the best for real-time customer messaging.
Why I Picked Intercom: In my journey of selecting and determining the crème de la crème of helpdesk tools, Intercom consistently stood out. Its unique focus on real-time, direct communication caught my attention and seemed to differentiate it from many other platforms. Through careful comparison and judging, it was evident that for businesses that prioritize real-time engagement, Intercom is the best choice. Hence, I chose it as 'Best for real-time customer messaging.'
Standout features & integrations:
Intercom excels with its chatbot functionalities, which not only serve customers but also intelligently route and prioritize queries for support teams. Its rich set of tools ensures that every customer receives a tailored interaction.
On the integration front, Intercom effortlessly links with platforms like Shopify, HubSpot, and Salesforce, providing a unified support interface.
Pros and cons
Pros:
- Allows support teams to offer personalized experiences
- Strong integration with major e-commerce and CRM platforms
- Dynamic chatbot capabilities that intelligently route queries
Cons:
- Some features locked behind higher price tiers
- Pricing might be prohibitive for smaller businesses
- The learning curve can be steep for some users
ServiceNow is a leading help desk solution that scales with the demands of large-scale businesses and IT operations. Its prowess in handling expansive IT service requirements truly sets it apart, echoing its position as the best for enterprise IT service operations.
Why I Picked ServiceNow: Among the myriad of tools I analyzed and judged, ServiceNow stood tall as the preferred platform for intricate enterprise requirements. The scale and depth with which it addresses IT service operations are second to none. After extensive comparison, it was my determined opinion that for large businesses looking to elevate their customer experience, ServiceNow is unmatched, hence why I've labeled it as 'Best for enterprise IT service operations.'
Standout features & integrations:
ServiceNow is renowned for its ability to automate IT service management (ITSM) processes, significantly enhancing the efficiency of IT teams. Additionally, its deep analytics capabilities provide insights that drive continual improvement.
When it comes to integrations, ServiceNow offers a vast array, from CRM solutions like Salesforce to project management tools such as JIRA.
Pros and cons
Pros:
- Expansive integration possibilities with other enterprise tools
- Advanced analytics for actionable insights
- Comprehensive ITSM automation capabilities
Cons:
- Pricing structure can be complex for some organizations
- teeper learning curve for those unfamiliar with enterprise IT tools
- Can be overwhelming for smaller operations
Kayako presents itself as an adept customer support platform tailored to provide businesses with tools that align every customer interaction into a unified journey. Its notable focus on mapping customer interactions across different channels justifies its role as the best tool for unified customer journeys.
Why I Picked Kayako: In determining the top tools for customer support, Kayako consistently surfaced due to its comprehensive approach to managing support tickets and its unique emphasis on customer journeys. This tool stands out with its ability to cohesively integrate all customer interactions, offering businesses a panoramic view of the customer experience. I chose Kayako because, when comparing and judging against other platforms, it offered a distinctive approach to tracking and escalating support tickets, providing businesses a holistic perspective on their customers' journeys.
Standout features & integrations:
Kayako's primary strength lies in its unified inbox, which consolidates queries from various channels into one accessible dashboard. Its robust templates ensure quick responses while maintaining the quality of support.
Integration-wise, Kayako plays well with popular third-party platforms such as Slack, Shopify, and Zapier, extending its functionality and providing businesses a connected ecosystem for customer management.
Pros and cons
Pros:
- Strong integrations with leading platforms for a cohesive support system
- Comprehensive templates for efficient customer interaction
- Unified inbox streamlines support ticket management
Cons:
- Advanced features might be overkill for basic support needs
- Not ideal for small businesses with limited customer interactions
- Requires some time to master all features
SolarWinds Web Help Desk is a comprehensive IT service management (ITSM) solution that focuses on automating ticket processes and streamlining service requests. Recognized for its ability to minimize manual intervention, the platform is tailored for organizations seeking efficient and automated ticket workflows.
Why I Picked SolarWinds Web Help Desk: In my exploration of ITSM tools, SolarWinds stood out primarily because of its sophisticated ticket automation capabilities. The way it systematically manages service requests, coupled with its adeptness at triggering appropriate notifications, is distinct and efficient. Given these attributes, I firmly believe it is best positioned for businesses aiming to optimize ITSM ticket automation.
Standout features & integrations:
One of SolarWinds' pivotal features is its advanced notification system, ensuring timely updates to relevant stakeholders. The software also excels in automating service request workflows, reducing manual effort and response times.
As for integrations, SolarWinds aligns well with a range of IT management tools and software, facilitating data synchronization and unified operations.
Pros and cons
Pros:
- Supports a wide range of integrations with other IT tools.
- Advanced notification system ensures stakeholders are informed promptly.
- Strong ticket automation reduces the need for manual intervention.
Cons:
- Some features may require additional integrations or plugins.
- Interface may be seen as dated compared to some newer platforms.
- One-time pricing model might be challenging for businesses with limited upfront budgets.
Other Noteworthy Help Desk Software
Below is a list of additional help desk software that I shortlisted but did not make it to the top 10. Definitely worth checking them out.
- ManageEngine ServiceDesk Plus
For ITIL-ready operations
- SysAid
For IT asset management
- HelpDesk
For ticket collaboration
- Zendesk
For omnichannel support integration
- Jira Service Management
For agile IT service projects
- ProProfs Help Desk
Good for collaborative issue resolution
- Mojo Helpdesk
Good for tracking user satisfaction
- Atera
Good for MSPs and IT professionals
- HappyFox
Good for knowledge base integration
- Wix Answers
Good for integrating with Wix websites
- Groove
Good for simplified customer support
- Spiceworks Help Desk
Good for IT-specific ticketing
- TeamSupport
Good for B2B customer service teams
- Vision Helpdesk
Good for multi-brand help desk needs
- Giva
Good for HIPAA-compliant services
Other Help Desk Software Reviews
- IT Helpdesk Software
- Help Desk Software with Asset Management
- Service Desk Software
- Cloud Helpdesk Software
Selection Criteria For Choosing Help Desk Software
In the ever-evolving realm of cloud-based help desk software, finding the perfect fit for your business or personal needs can feel like a daunting task. I've personally delved deep into the world of help desk tools, and I can confidently say that I've tested and analyzed dozens of them.
My focus was on selecting a platform that stands out not just in terms of features, but also in usability and core functionalities tailored to modern demands. Here's a breakdown of the criteria I deem essential for choosing a help desk software:
Core Functionality
- Ticket Management: Ability to receive, track, manage, and resolve service requests seamlessly.
- Knowledge Base Integration: A repository where users can access frequently asked questions, tutorials, and other resources.
- Collaboration Features: Enable team members to work collectively on a ticket, share insights, or assign tasks.
- Performance Analytics: Overview of metrics like ticket resolution time, customer satisfaction, and agent performance to gauge effectiveness.
Key Features
- Automation Rules: Tools should facilitate automating repetitive tasks like ticket routing, setting up reminders, or sending follow-up emails.
- Customizable Interface: Adapt the software's appearance and functionality based on specific business needs and branding.
- Cloud-based Operations: Secure, scalable, and accessible from any location, ensuring you remain connected at all times.
- Multi-channel Support: Capability to integrate with various communication channels like email, chat, social media, and more.
- SLA Management: Set and manage service level agreements to ensure timely response and resolution.
- Integration Capabilities: Should seamlessly sync with other tools and systems, enhancing the overall functionality.
Usability
- Intuitive Dashboard: The main control panel should be straightforward, presenting all necessary information without overwhelming the user.
- Customizable Filters or Tagging: Given the nature of asset management in help desk tools, having an efficient method to categorize, filter, or tag tickets is crucial.
- Role-Based Access: Essential for larger teams or businesses, allowing administrators to assign specific roles with distinct access levels.
- Interactive Tutorials or Onboarding: Given the complexity of some tools, having an interactive walkthrough or training program can vastly improve the initial user experience.
- Responsive Customer Support: A help desk tool should itself have robust customer support – be it through chat, email, or a dedicated knowledge base.
Most Common Questions Regarding Help Desk Software (FAQs)
What are the benefits of using the best help desk software?
Help desk software, especially those built on SaaS models, offers numerous advantages. Here are some of the top benefits of help desk software you can look forward to:
- Centralized Customer Issue Management: All customer issues, complaints, or inquiries are channeled into a single platform, ensuring nothing falls through the cracks.
- Efficient Change Management: The software aids in streamlining the process of making changes, from receiving feedback to implementing changes without disrupting workflows.
- Accessibility on the Go: Many help desk tools come with Android or iOS apps, allowing teams to address customer concerns from anywhere.
- Enhanced Communication: Seamless communication between team members and with customers, often integrating with popular communication tools.
- Data-Driven Insights: The software provides analytics and reporting features to understand customer behavior, agent performance, and areas of improvement.
What are some of the key features to look for in help desk software?
Here are a few key features of help desk software to look for in your search:
- Ticket management: Allows users to organize and track customer inquiries efficiently.
- Automation tools: Streamlines repetitive tasks, reducing manual effort and increasing response time.
- Multi-channel support: Provides support across various channels like email, phone, chat, and social media.
- Knowledge base integration: Offers self-service options by allowing customers to find answers on their own.
- Reporting and analytics: Delivers insights into team performance and customer satisfaction metrics.
- Customizable workflows: Tailors the software to specific business processes for optimized efficiency.
- Service level agreements (SLA) management: Helps enforce response and resolution time commitments to customers.
- Collaboration tools: Enables team members to communicate and work together on resolving issues.
- Mobile support: Ensures the help desk can be accessed and managed from mobile devices.
- Third-party integrations: Connects the software to other business tools like CRM or ERP systems for better data flow.
How much does help desk software typically cost?
The pricing of help desk software can vary significantly based on its features, scalability, and target audience. Most SaaS-based help desk tools adopt a subscription model, where users pay monthly or annually.
What are the common pricing models for these tools?
The majority of help desk software solutions follow one of these pricing models:
- Per User/Agent: A price is set for each agent or user who will use the system.
- Tiered Pricing: Different feature sets are available at different pricing tiers.
- Freemium: A basic version is available for free, with advanced features locked behind a paid version.
- Pay Per Ticket: Some tools charge based on the volume of tickets or inquiries received.
What is the typical range of pricing for help desk software?
While prices can widely vary, the typical range for quality help desk software starts from around $10/user/month to $150/user/month for more advanced and enterprise-level solutions.
Which is the cheapest help desk software?
Spiceworks Help Desk is among the cheapest options as it offers a free plan that caters to many small businesses.
Are there any help desk tools that are more on the expensive side?
Yes, some tools like TeamSupport or Atera cater to larger enterprises and hence might be priced higher due to the comprehensive features and scalability they offer.
Are there any free help desk tool options available?
Yes, Spiceworks Help Desk offers a free version, and many other tools have freemium models where basic features are available without charge, with the option to upgrade to access advanced functionalities.
Summary
Navigating the vast world of help desk software can be overwhelming, given the plethora of options available today. The right choice can significantly streamline the process of managing customer issues, implementing change management, and ensuring smooth operations, especially in a cloud-based SaaS model. However, the ideal software differs based on specific needs – from those requiring robust IT functionalities to those seeking integrated asset management or a comprehensive service desk solution.
Key Takeaways:
- Determine Core Needs: Before diving into options, identify your core needs. Whether you're leaning towards a robust IT infrastructure, asset management, or a simple cloud helpdesk solution, the software should address your primary concerns and requirements.
- Prioritize Usability and Functionality: The best software isn't just feature-rich; it should also offer an intuitive interface. Especially for platforms like help desk solutions, where rapid response and efficiency are vital, a clear, user-friendly design can make a significant difference.
- Consider the Cost-Benefit Analysis: While pricing is a crucial factor, it's essential to evaluate the value the software brings. Sometimes, a slightly pricier option might offer functionalities that save time and resources in the long run. Also, don't overlook free or open source alternatives; they might offer just the right features for startups or smaller operations.
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Join for More Insights
Modern help desk systems are pivotal to enhancing customer satisfaction and boosting agent productivity. By carefully considering factors like ticket management, automation, reporting, and scalability, you can select a solution that aligns with your business goals. Finding the best IT help desk software is crucial to turning this chaos into order.
Remember, a well-implemented help desk system is not just a tool; it's a strategic investment in improved customer experiences and operational efficiency.
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