20 Best IT Helpdesk Software Of 2024

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.

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.

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.

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.

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.

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.

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.

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.

Front is a customer operations platform that aims to provide a familiar email-like interface with the power of a helpdesk and the efficiency of AI to help businesses deliver exceptional customer service at scale.

Why I picked Front: Front offers helpdesk software to a wide variety of users, including IT teams. It offers omnichannel inbox management, live chat, collaboration tools, AI chatbots and agent assistance, knowledge bases, workflow automation, and analytics tools. It is designed to improve response times and provide insights to optimize workflows and boost customer satisfaction. Overall, the tool centralizes messages across channels, routes them to the right person, and unlocks visibility and insights across all customer operations.

Front Standout Features and Integrations:

Features that stand out to me include Front's omnichannel inbox feature, which allows businesses to centralize all customer communication from various channels such as email, social media, SMS, and voice into a single inbox. This helps in managing and responding to customer inquiries efficiently by eliminating the need to juggle between different tabs and platforms. Front also offers a collaboration feature that allows team members to work together on responses. 

Integrations include Aircall, Zoom, Asana, ClickUp, HubSpot, Salesforce, Slack, Trello, Shopify, and Jira.

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.