10 Best IT Helpdesk Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
IT help desk software is a powerful tool for organizations looking to track and resolve IT-related issues in an organized manner.
I’ve covered my top 12 options in this article, drawing from experience and extensive research. I’ve evaluated each tool’s features, pricing, and other benefits to help you choose the right tool for your organization. I’ll also share the reasons behind my choices so you get a clear understanding of what each tool offers.
What is IT Helpdesk Software?
IT help desk software is a comprehensive solution to manage IT service requests, incidents, and problems. It provides a centralized platform that helps track, prioritize, escalate, and resolve issues based on their urgency and impact. Features include ticket management, knowledge base management, improved collaboration between staff and employees, and enhanced visibility into IT issues.
The 10 Best IT Helpdesk Software Reviews
Here’s a brief description of each IT help desk software solution, its best use case, noteworthy features, and screenshots to give a snapshot of the dashboard.
LiveAgent is a powerful omnichannel help desk and live chat software that centralizes your tickets from emails, phone, SMS, and chats in a single location.
Why I picked LiveAgent: During my analysis, I found that LiveAgent is a comprehensive IT help desk solution. To help resolve IT problems productively, it comes with a universal inbox to organize tickets better, live chat with real-time typing view and chat templates, and a call center to work on issues over the phone.
LiveAgent Standout Features and Integrations:
Features that I feel are helpful are its ability to connect to social media channels which agents can access from LiveAgent’s platform. You can also build multiple knowledge bases for internal and external use, create automation rules like “transfer connectivity tickets to a specific agent,” and reduce repetitive tasks.
Integrations are available natively for Twilio, Instagram, Gmail, PipeDrive, ActiveCampaign, Jira, Zapier, and WhatsApp.
Pros and cons
Pros:
- iOS and Android mobile help desk available
- In-depth analytics
- Supports 43 languages
Cons:
- Takes time to learn
- May not suit small and medium businesses
monday Service is an intuitive, customizable service platform designed to automate service operations and processes. It offers features including ticket management, multi-channel support, AI-driven automation, and a comprehensive service catalog.
Why I picked monday Service: One thing I like about monday Service is its workflow automation, which allows for the automation of repetitive tasks, such as sending acknowledgment emails or updating ticket statuses. The platform also features automatic ticket classification and smart ticket routing, which ensure that tickets are categorized correctly and routed to the appropriate team members without manual intervention.
monday Service Standout Features and Integrations:
Features include visual dashboards that provide real-time insights into ticket statuses, helping teams stay on top of performance metrics and improve response times. Additionally, the platform provides self-service customer experiences and a knowledge base that empowers users to resolve common issues independently.
Integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, GitHub, Zoom, Outlook, HubSpot, Trello, Dropbox, and OneDrive.
Pros and cons
Pros:
- Knowledge management capabilities
- Asset management features
- Automated ticket routing
Cons:
- Limited report customization
- Full automation features may require higher-tier subscriptions
Best for creating personalized experiences with AI
Salesforce Service Cloud is an advanced multi-channel helpdesk that can be used in both internal and client-facing settings. It has AI features that allow for more personalized, contextual support.
Why I picked Salesforce Service Cloud: The software leverages AI and automation to handle routine tasks, enabling IT staff to concentrate on delivering exceptional support. Features like AI-driven chatbots and automatic triaging streamline processes, improving efficiency by routing issues to the appropriate IT personnel with the necessary skills.
This platform is suitable for IT departments of all sizes. It enhances support by analyzing interactions, offering proactive service suggestions, and anticipating needs. The drag-and-drop editor allows for creating a self-service center, empowering employees to find solutions independently, which enhances support effectiveness.
Salesforce Service Cloud Standout Features and Integrations:
Features include omni-channel routing, which directs IT issues to the appropriate personnel based on their skills and availability, ensuring quick and accurate responses. The platform also includes a comprehensive knowledge base, providing IT staff with easy access to information and solutions, thereby speeding up problem resolution.
Integrations include Freshdesk, CloudTalk, Twilio, Brandwatch, Paligo, Mailchimp, HubSpot CRM, Trello, TeamViewer, Smartsheet, Klaviyo, Aircall, Gainsight, and Conversocial.
Pros and cons
Pros:
- Adaptable to users’ needs
- Effectively simplifies support procedures
- Provides a unified view of interactions
Cons:
- Comes with a learning curve
- Can be cumbersome to implement
Freshservice is a cloud-based IT service management (ITSM) software developed by Freshworks. It provides a comprehensive suite of tools that enable IT teams to provide better service and resolve issues.
Why I picked Freshservice: I like Freshservice's AI-powered support, which leverages machine learning to automate routine tasks, provide intelligent ticketing routing, and offer predictive insights to improve service delivery. Additionally, the platform includes a robust incident management system that allows IT teams to quickly capture, track, and resolve incidents. The software's change management module also enables teams to plan, approve, and implement changes with minimal risk.
Freshservice Standout Features and Integrations:
Features include asset management for a comprehensive view of all IT assets and the service catalog feature that allows users to create and publish a list of available IT services, making it easier for end-users to request and receive services. Freshservice also includes a knowledge base module and supports multi-channel service, allowing users to submit tickets via email, chat, phone, or portal.
Integrations include Slack, Microsoft Teams, Jira, Trello, GitHub, Azure DevOps, Google Workspace, Office 365, Zapier, Twilio, Okta, Dropbox, Salesforce, AWS, and Zendesk.
Pros and cons
Pros:
- Good range of integrations
- Intuitive and easy to set up
- Automated workflow features
Cons:
- Filtering options could be improved
- Most reporting features are only available on higher-tier plans
SuperOps is a PSA-RMM platform designed for Managed Service Providers (MSPs), offering automation and a range of features.
Why I picked SuperOps: SuperOps has a service desk feature that provides a solution for MSPs to manage tickets and communicate with clients. The service desk supports contextual engagement, with each ticket containing all necessary information as soon as it's opened. Its ticketing system also offers powerful automation features, from using event-based triggers to automatic time tracking, ticket assignment, and scheduling. SuperOps even has automated invoicing features to ensure timely payments.
SuperOps Standout Features and Integrations:
Features that stand out to me include its built-in collaboration tools, which allow technicians to communicate about tickets and potential resolutions. I also like that it supports the prioritization of tickets and a Kanban view to visualize workload more efficiently. Aside from its service desk features, SuperOps also offers a wide range of PSA and RMM functions, like contract management, event scheduling, and asset, policy, patch, and network management.
Integrations include Splashtop, TeamViewer, Bitdefender, Xero, QuickBooks, Stripe, SentinelOne, Guardz, Hudu, Emsisoft, Microsoft Azure, and Webroot.
Pros and cons
Pros:
- User-friendly scripting module
- RMM and PSA in one solution
- Effective ticket automation
Cons:
- Client portal could be improved
- Limited language support
NinjaOne is a top-rated IT management platform that specializes in endpoint management and patch compliance, making it the best choice for businesses and MSPs.
Why I picked NinjaOne: With a focus on security and efficiency, NinjaOne offers a comprehensive solution for organizations looking to monitor, manage, and secure their IT assets effectively. The software provides features including endpoint management and patch compliance, helping IT teams improve overall processes and complete updates across multiple networks.
NinjaOne Standout Features and Integrations:
Features include endpoint management, patch management, mobile device management, remote control, and endpoint backup.
Integrations include ConnectWise, ScreenConnect, BrightGauge, Slack, TeamViewer, Remote, Malwarebytes, and Bitdefender.
Pros and cons
Pros:
- Script library and sharing
- Real-time collaboration tools
- Automated documentation generations
Cons:
- Challenges with reporting customization
- Limited customization for alert prioritization
Guru is an AI-powered platform designed to enhance enterprise search, knowledge management, and intranet functions. Integrating various tools and applications, Guru provides a centralized knowledge base that allows teams to access crucial information in real-time.
Why I picked Guru: Guru isn't a help desk software in the traditional sense, but it can support your help desk operations by providing quick access to your internal knowledge base and giving your team contextual answers and suggestions to different issues raised in a ticket. For example, say a customer raises an IT issue through an integrated help desk software. Guru can automatically search your internal knowledge base and pull up relevant documentation or previous instances when this same issue occurred, which can lead to faster resolution.
Guru Standout Features and Integrations:
Features include the ability to verify knowledge to ensure Guru provides the most accurate information to IT help desk agents. It also offers a writing assistant called AI Assist to help you draft responses to customer tickets.
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:
- Provides a system for verifying information
- AI suggestions improve information relevancy and retrieval
- Analytics to track knowledge usage and identify gaps
Cons:
- Can become overwhelming if not properly organized
- Can't handle tickets and customer interactions without a help desk integration
Zoho Desk is a customer support software designed to help businesses manage and resolve inquiries and issues efficiently.
Why I picked Zoho Desk: As an IT Helpdesk software, Zoho Desk offers multichannel support, which allows employees, customers, and other stakeholders to interact with IT teams through email, phone, social media, and live chat. This ensures they can reach out through their preferred communication channel for their IT-related questions. Additionally, Zoho Desk's ticket management system automatically organizes tickets.
Zoho Desk Standout Features and Integrations:
Features include AI and automation capabilities, powered by Zia, which enhances support by predicting fields, identifying ticket priorities, and assigning tickets to the right owner. The Blueprint widgets feature allows for the creation of custom workflows, from request to resolution. Additionally, the custom modules feature enables capturing data in a way that aligns with specific business processes.
Integrations include Google Workspace, Microsoft Office 365, Slack, Jira, Trello, Asana, Dropbox, OneDrive, Box, GitHub, Bitbucket, Zendesk, Salesforce, HubSpot, Intercom, Freshdesk, and other Zoho apps.
Pros and cons
Pros:
- Detailed control over ticket management
- Integrates with other Zoho apps
- Powerful automation capabilities
Cons:
- Can be complex to customize and navigate all its features
- The user interface can be overwhelming for some users
Syncro is an integrated business platform tailored for Managed Service Providers (MSPs) to manage their operations and improve profitability. It merges Professional Services Automation (PSA), Remote Monitoring and Management (RMM), and remote access tools into one cohesive solution.
Why I picked Syncro: Its AI-powered smart ticket management system intelligently routes tickets, classifies them by problem type, and suggests remediation steps for common issues. This not only streamlines the ticket resolution process but also ensures that even less experienced technicians can handle complex tickets efficiently. The Smart Ticket Search feature also allows technicians to search for tickets using plain language, displaying the most relevant tickets to assist with remediation.
Syncro Standout Features and Integrations:
Features include RMM capabilities that allow MSPs to efficiently maintain IT assets at scale with real-time monitoring, automated remediation, and comprehensive patch management. Other notable features include PSA capabilities like flexible invoicing and payments, helpdesk management, back-office automation, and reporting.
Integrations include Acronis, Bitdefender, Proofpoint, Splashtop, Webroot, ConnectWise, Office 365, Microsoft Teams, MailChimp, Zapier, and Xero.
Pros and cons
Pros:
- Robust automation features
- Integrates PSA and RMM functionalities
- Scalable platform
Cons:
- Mobile app is not as robust as the desktop version
- Dashboards and reports could have more customization options
IssueTrak is a comprehensive platform designed for efficient issue tracking, ticketing, and workflow management, making it an invaluable tool for IT helpdesks.
Why I picked IssueTrak: The platform's workflow automation ensures that tasks are routed to the appropriate personnel without manual intervention. I also like its customizable forms that allow organizations to tailor the software to their specific needs, ensuring that all necessary information is captured accurately. Furthermore, IssueTrak's robust reporting and analytics tools provide deep insights into issue trends and resolution metrics, enabling IT departments to identify areas for improvement and make data-driven decisions.
IssueTrak Standout Features and Integrations:
Features include SLA management, which helps ensure that support teams meet predefined response and resolution times. Another key feature is the platform's escalation rules, which automatically escalate issues that are not resolved within specified timeframes. Additionally, IssueTrak provides a comprehensive audit trail, which tracks all actions taken on an issue.
Integrations include Microsoft Active Directory, Microsoft Outlook, Microsoft Exchange, Salesforce, Slack, Zapier, Jira, QuickBooks, Google Workspace, ServiceNow, Zoho CRM, FreshBooks, Twilio, and PayPal.
Pros and cons
Pros:
- Robust reporting and analytics
- Offers both cloud and on-premises deployment options
- Custom rules for issue assignments
Cons:
- Email notification system can be overwhelming
- Modifying certain fields within the software can be challenging
The 10 Best IT Helpdesk Software Summary
Tools | Price | |
---|---|---|
LiveAgent | From $15/agent/month (billed annually) | Website |
monday Service | From $26/seat/month (3 seat minimum) | Website |
Salesforce Service Cloud | From $25/user/month (billed annually) | Website |
Freshservice | From $19/user/month (billed annually) | Website |
SuperOps | From $59/user/month (billed annually) | Website |
NinjaOne | From $20/user/month (billed annually) + $25 base fee per month | Website |
Guru | From $10/user/month | Website |
Zoho Desk | From $7/user/month (billed annually) | Website |
Syncro | From $129/user/month (billed annually) | Website |
Issuetrak | From $26/agent/month | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther IT Helpdesk Software To Consider
Here are some additional options to pick from. They didn’t make it to the top 10 list, but you can consider them as your next helpdesk tool:
- Front
For omnichannel inbox management
- Hiver
IT help desk to use with Gmail
- Tidio
For live chat support with AI chatbot functions
- Vision Helpdesk
For gamification features
- Help Scout
For startups
- HappyFox
For integrations
- Atlassian
Cloud IT help desk softwarec
- Spiceworks
Free IT helpdesk software
- SolarWinds
For growing teams
- HubSpot
For small businesses
Selection Criteria For IT Helpdesk Software
To pick the best IT helpdesk software, I first researched the most popular software by its reviews and user interface. Then, I used my own personal experience with help desk software to inform my reviews. Here’s a summary of my evaluation criteria:
Core Functionalities
I believe these are the core functionalities an IT helpdesk must have:
- Incident management, asset management, and problem management
- Reporting and analytics
- Intelligent routing and escalation to eliminate manual work and save time
- Integration with other IT management tools for improved efficiency and visibility into IT operations
Key Features
I evaluated IT helpdesk tools for features like:
- Centralized ticketing dashboard
- Automation and rules
- Customizable workflows
- Multi-channel abilities
- Self-service and integrated knowledge base
- SLA management
Usability
For tools on this list, I checked if the interface is user-friendly. For those tools that have a steep learning curve, I ensured that they have proper documentation and video tutorials.
People Also Ask
Find answers to the most frequently asked common questions about IT help desk software here:
What is the role of an IT help desk?
What is the difference between IT support and help desk?
Is the IT help desk a part of ITIL?
Takeaways
Whether you prioritize customization options, user-friendly interfaces, or comprehensive reporting systems, an IT help desk software option on this list will work for you and your business.
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