In this digital age where instant support and customer satisfaction are not just appreciated but expected, help desk software stands at the forefront of exceptional customer service and efficient issue resolution.
Imagine a centralized hub of communication where each query, problem, or customer interaction is seamlessly managed with precision and care. This is the essence of help desk software.
This article will explore what help desk software is and highlight some of the best help desk tools currently available on the market.
What is help desk software?
Help desk software is a tool that helps organizations manage, track, and resolve customer service requests and issues.
It is designed to streamline the process of handling customer inquiries, complaints, and support needs, allowing businesses to provide efficient and effective customer service.
With help desk software, businesses unlock the power of organization and automation, ensuring no customer request goes unnoticed and no issue remains unresolved.
15 Best help desk software solutions in the market (2024)
What constitutes being the best help desk software can vary based on the specific needs of a business, including the size of the company, the industry, and the features required. However, here is a list of 15 highly regarded help desk software options to choose from.
1. BoldDesk
BoldDesk is a modern help desk software solution designed to streamline customer support operations and enhance overall service quality. It caters to businesses of all sizes, offering a comprehensive suite of tools for managing customer inquiries, automating support workflows, and providing insightful analytics. BoldDesk’s user-friendly interface and robust features make it an ideal choice for organizations looking to improve their customer service efficiency. Whether managing day-to-day support requests or implementing complex workflows, BoldDesk provides the tools and insights necessary to enhance customer satisfaction and drive business success.
Main features of BoldDesk
1. Email-based ticketing system
Centralizes all customer inquiries from various channels into a unified platform, ensuring no request is missed.
2. Centralized ticket management
Combines all customer inquiries from various channels (email, web forms, chat, social media) into a single platform and ensures no request is missed.
3. AI Copilot
Examines conversations and recommends relevant articles from a knowledge base, enabling agents to offer prompt and well-informed replies. This greatly enhances the speed of ticket resolution.
4. Knowledge base
Provides a comprehensive and searchable knowledge base where customers can find articles, FAQs, and guides to resolve issues independently.
5. Automated workflows
Automates repetitive tasks such as ticket assignments, status updates, and follow-up reminders to save time and reduce manual effort.
6. Live Chat
Provides real-time chat functionality for immediate customer support, allowing agents to resolve issues quickly and efficiently.
7. Multilanguage support
Supports multiple languages and caters to a diverse customer base, ensuring accessibility and convenience for users worldwide.
8. Customization
Creates and customizes workflows that align with your business’s specific support processes and enhances your operational efficiency.
9. Security and compliance
Ensures customer data is securely stored and managed in compliance with industry standards and regulations.
10. Mobile help desk
Allows your support agents to manage tickets, communicate with customers, and collaborate with team members from anywhere.
11. Collaboration
Provides tools for team collaboration and allows agents to discuss and resolve complex issues together.
12. Comprehensive reporting and analytics
Offers real-time insights into key performance metrics, enabling businesses to track trends, analyze support performance, and make data-driven decisions for continuous improvement.
Pricing
| Agent-Based plans | Unlimited agents plans |
|---|---|
|
|
|
|
|
|
| Agent-Based plans |
|---|
|
|
|
| Unlimited agents plans |
|---|
|
|
|
If you have any inquiries, please do not hesitate to contact the BoldDesk support team. You are welcome to initiate a 15-day free trial or arrange a live demo.
2. SysAid
SysAid is an IT service management (ITSM) and help desk software solution designed to streamline and automate IT support processes for businesses of all sizes. SysAid offers both cloud-based and on-premises deployment options.
Image Source: SysAid
Main features of SysAid
- Omnichannel ticketing system
- Workflows
- Self-service portal
- Asset management
- Information Technology Infrastructure Library (ITIL) management
| PRICING | |
|---|---|
| Plan |
|
Free trial: Available
3. Vivantio
Vivantio is an IT service management (ITSM) and customer service management (CSM) platform designed to enhance service delivery and support operations across various industries.
Image Source: Vivantio
Main features of Vivantio
- Reporting and analytics
- AI-powered knowledge base
- SLA management
- Workflows
- Automations and intelligence
| PRICING | |
|---|---|
| Named license |
|
| Concurrent license |
|
Free trial: Available
4. Spiceworks Cloud Help Desk
Spiceworks Cloud Help Desk is a web-based IT help desk solution provided by Spiceworks Inc. It’s designed to help IT professionals manage their help desk and IT support tasks without the need for an on-premise server.
Image Source: Spiceworks Cloud Help Desk
Main features of Spiceworks Cloud Help Desk
- Ticket management
- Reporting and analytics
- Collaboration tools
- Self-service portal
- Integration capabilities
| PRICING | |
|---|---|
| Plan |
|
5. Kustomer
Kustomer is a customer service platform designed for businesses to manage, automate, and personalize their customer interactions across various channels. The platform allows companies to have a unified view of their customers’ interactions by consolidating data from various communication channels such as email, chat, social media, and text messages into a single customer timeline.
Image Source: Kustomer
Main features of Kustomer
- Reporting and analytics
- Unified customer view
- Automation and AI
- Collaboration tools
- Integration capabilities
| PRICING | |
|---|---|
| Enterprise |
|
| Ultimate |
|
Free trial: 14 days
6. Gorgias
Gorgias is a customer service and support help desk designed specifically for e-commerce. It acts as a central hub for managing all your customer interactions across various channels, with a strong focus on streamlining workflows and leveraging data to improve the customer experience.
Image Source: Gorgias
Main features of Gorgias
- Automation
- Self-service portal
- Collaboration tools
- Reporting and analytics
- Integration capabilities
| PRICING | |
|---|---|
| Plan |
|
Free trial: Available
7. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based help desk tool and IT service management (ITSM) system designed to streamline and improve IT operations within organizations of all sizes.
Image Source: SolarWinds Service Desk
Main features of SolarWinds Service Desk
- Reporting and analytics
- AI-powered knowledge base
- Workflows
- Automations and intelligence
- Feedback surveys
| PRICING | |
|---|---|
| Essentials |
|
| Advanced |
|
| Premier |
|
Free trial: 30 days
8. Jira Service Management
Jira Service Management, previously referred to as Jira Service Desk, is an IT service management (ITSM) solution that is part of Atlassian’s Jira product suite. It is designed to help IT and service teams provide support and manage requests from their customers or employees. The platform is widely used for change management, problem management, and service request management.
Image Source: Jira Service Management
Main features of Jira Service Management
- Reporting and analytics
- AI-powered knowledge base
- SLA management
- Automations and intelligence
- Incident management
| PRICING | |
|---|---|
| Free |
|
| Standard |
|
| Premium |
|
| Enterprise |
|
Free trial: 7 days
9. Salesforce Service Cloud
Salesforce Service Cloud is a customer service application provided by Salesforce, which is one of the leading customer relationship management (CRM) platforms. Service Cloud is designed to empower companies to manage customer service interactions, providing tools for support agents, customer self-service, and field service operations.
Image Source: Salesforce Service Cloud
Main features of Salesforce Service Cloud
- Reporting and analytics
- AI-powered knowledge base
- Workflows
- Automations and intelligence
- Contact center
| PRICING | |
|---|---|
| Starter Suite |
|
| Professional |
|
| Enterprise |
|
| Unlimited |
|
| Unlimited+ |
|
Free trial: 30 days
10. Help Scout
Help Scout is a customer service and help desk software solution designed for small to mid-sized businesses. It is designed to help businesses manage their customer support interactions and provide a better service experience to their customers.
Image Source: Help Scout
Main features of Help Scout
- Shared inbox
- Reporting and analytics
- AI-powered knowledge base
- Workflows
- Automations and intelligence
| PRICING | |
|---|---|
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: Available
11. Zoho Desk
Zoho Desk is a help desk tool developed by Zoho Corporation that helps businesses manage their customer support activities. It is among the Zoho suite of applications, which includes a variety of business and productivity tools, such as Zoho CRM, Zoho Mail, Zoho Projects, and others.
Image Source: Zoho Desk
Main features of Zoho Desk
- Omnichannel ticketing system
- Reporting and analytics
- AI-powered knowledge base
- Workflows
- Feedback widget
| PRICING | |
|---|---|
| Free |
|
| Express |
|
| Standard |
|
| Professional |
|
| Enterprise |
|
Free trial: 15 days
12. Freshdesk
Freshdesk is a cloud-based help desk software solution designed to streamline and improve customer support operations. It acts as a central hub for managing all customer interactions, offering a range of features to empower both your support agents and customers.
Image Source: Freshdesk
Main features of Freshdesk
- Shared inbox
- Reporting and analytics
- SLA management
- Workflows
- Automation and intelligence
| PRICING | |
|---|---|
| Free |
|
| Growth |
|
| Pro |
|
| Enterprise |
|
Free trial: 14 days
13. HappyFox
HappyFox is customer support and help desk software designed to streamline customer support operations and improve service quality. It serves businesses of all sizes, providing a centralized platform for handling customer inquiries and support tickets across multiple channels.
Image Source: HappyFox
Main features of HappyFox
- Omnichannel ticketing system
- Reporting and analytics
- Workflows
- Automations and intelligence
- Satisfaction surveys
| PRICING | |
|---|---|
| Mighty |
|
| Fantastic |
|
| Enterprise |
|
| Enterprise plus |
|
Free trial: Contact HappyFox
14. HubSpot Service Hub
HubSpot Service Hub is a customer service platform designed to enhance customer support operations and foster long-term customer relationships. As part of the broader HubSpot ecosystem, Service Hub integrates seamlessly with HubSpot’s CRM, marketing, and sales tools, providing a unified approach to managing customer interactions and delivering good service.
Image Source: HubSpot Service Hub
Main features of HubSpot Service Hub
- Omnichannel ticketing system
- Reporting and analytics
- AI-powered knowledge base
- SLA management
- Automation and intelligence
| PRICING | |
|---|---|
| Free |
|
| Starter |
|
| Professional |
|
| Enterprise |
|
15. LiveAgent
LiveAgent is help desk and customer support software designed to help businesses handle customer interactions across multiple channels.
Image Source: LiveAgent
Main features of LiveAgent
- Shared inbox
- Reporting and analytics
- AI-powered knowledge base
- Automations and intelligence
- Built-in contact forms
| PRICING | |
|---|---|
| Free |
|
| Small |
|
| Medium |
|
| Large |
|
| Enterprise |
|
Free trial: 14 days with free email or 30 days with company email
Comparison table for the best help desk tools
Below is an overview of the best IT help desk software available in the market.
| Ticketing tool & key features | Pricing plan |
|---|---|
BoldDesk
| $25 for 3 agents/month |
SysAid
| Contact SysAid |
Vivantio
| $99 per user/month (up to 5 agents) |
Spiceworks Cloud Help Desk
| Free |
Kustomer
| $89 per user/month |
Gorgias
| $8 per month for 50 tickets |
SolarWinds Service Desk
| $39 per technician/month |
Jira Service Management
| $650 per year (for 3 agents) |
Salesforce Service Cloud
| $25 per user/month |
Help Scout
| $20 per user/month |
Zoho Desk
| $7 per user/month |
Freshdesk
| $15 per agent/month |
HappyFox
| $29 per agent/month |
HubSpot Service Hub
| $15 per month/seat |
LiveAgent
| $9 per agent/month |
Email-based ticketing system| Ticketing tool & key features |
|---|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Types of help desk systems
Help desk systems come in various types, each designed to meet different organizational needs and support structures. Here are the primary types of help desk systems:
Cloud-based help desk
This is the most popular type of help desk system. These systems are hosted on a vendor’s server and can be accessed through a web browser. This means you don’t need to install any software on your own servers, making them easy to set up and use. They are also very scalable.
On-premise help desk
These systems are installed and run on the company’s own servers. Companies have full control over the security and maintenance of the software. They require more IT expertise to set up and maintain.
Open-source help desks
Open-source help desks are software systems with source code that is freely available for anyone to inspect, modify, and enhance. These systems can be customized to fit the specific needs of an organization. They are often less expensive than proprietary systems since they are free to use, but they might require more technical expertise to install, configure, and maintain.
Closed-source help desks (proprietary help desks)
These help desks are owned by a company that controls and restricts access to the software’s source code. Users must pay to use the software, which often includes customer support, regular updates, and a more user-friendly interface. These systems are typically more polished and come with vendor support, but they are also more expensive and less customizable than open-source solutions.
Internal help desk
Focused on providing support within the organization, these systems manage internal IT requests, HR queries, and other employee-related issues. They enhance operational efficiency and employee satisfaction.
External help desk (customer-facing)
Designed to support external customers, these systems handle customer service requests, product support issues, and general customer inquiries. They are essential for companies with a significant customer base needing efficient support.
Help desk for small business
These are entry-level solutions ideal for small businesses or startups with relatively simple support needs. They typically include basic ticketing, email support, and a simple knowledge base.
Enterprise help desk
These are designed for large organizations and are often part of a comprehensive IT service management (ITSM) solution. They are built to handle a high volume of requests and offer advanced features such as automated ticket routing, SLA (service level agreement) management, advanced reporting, and integration with other enterprise systems.
IT help desk
T help desk tools are focused on providing technical support and assistance for IT-related issues. They are typically used within organizations to help employees with computer problems, software glitches, network connectivity issues, and other IT-related concerns. IT help desk solutions use ticketing systems to manage and prioritize issues.
HR help desks
HR help desks are specialized for human resources departments and are used to manage employee inquiries related to HR policies, payroll, benefits, time off, and other HR-related topics. They often include self-service portals where employees can find information and submit requests without direct HR intervention.
Features of IT help desk software
IT help desk tools are equipped with a range of features designed to streamline IT support operations, enhance efficiency, and improve user satisfaction. Here are the key features:
Ticket management:
Converts customer inquiries and issues into “tickets” that can be tracked and managed from creation to resolution. This ensures that no request falls through the cracks.
Automation:
Automates repetitive tasks such as ticket assignment, follow-up emails, and status updates, allowing support staff to focus on more complex issues.
Knowledge base:
Provides a repository of FAQs, guides, and troubleshooting articles that customers and support agents can access to quickly resolve common issues.
Multichannel support:
Integrates various communication channels (email, chat, phone, social media) into a single interface, ensuring consistent and timely responses regardless of how customers reach out.
Analytics and reporting:
Offers insights into support operations through detailed reports and analytics, helping organizations identify trends, measure performance, and make data-driven improvements.
Self-service portals:
Enables customers to find answers to their questions independently through a self-service portal, reducing the load on support teams.
Collaboration tools:
Facilitates collaboration among support team members with features like internal notes, task assignments, and shared inboxes.
Customization:
Gives you the ability to customize the look and feel of the software, as well as to create custom fields, forms, and ticket properties. It also allows you to modify the tool to the specific needs of the organization.
Benefits of help desk software
Help desk software provides numerous benefits that enhance the efficiency and effectiveness of customer support and internal IT services. Here are the key advantages:
Improved efficiency:
Streamlines support processes and reduces the time required to resolve issues.
Enhanced customer satisfaction:
Ensures prompt and consistent responses, leading to happier customers.
Better resource management:
Helps to manage and allocate support team resources more effectively.
Increased productivity:
Improves agent productivity by freeing time for support staff to handle more complex and valuable tasks.
Data-driven decision making:
Provides valuable insights that can be used to improve support operations and customer experience.
Choosing the right help desk software for your business
When selecting a help desk system, consider factors such as the type of help desk software, the size of your organization, the complexity of your support needs, budget, and the desired level of customization and control. Evaluating these factors will help you select a help desk solution that best aligns with your business goals and customer service strategy.
FAQs on help desk software
Who needs help desk software?
Help desk software is needed by any organization that provides services or support to customers or internal users (employees). This includes businesses of all sizes across various industries, educational institutions, government agencies, and non-profit organizations. Specifically, departments like IT, customer service, and support teams benefit from help desk software, as it helps them manage and respond to service requests, troubleshoot issues, and maintain a high level of user satisfaction.
How does help desk software measure customer satisfaction?
Help desk software typically measures customer satisfaction through integrated survey tools that collect feedback after a support interaction. Common methods include:
Customer satisfaction (CSAT) scores:
Customers are asked to rate their satisfaction with the service they received on a scale.
Net promoter score (NPS):
Customers are asked how likely they are to recommend the service to others, indicating overall satisfaction and loyalty.
Post-interaction surveys:
These are sent directly to customers after a ticket is closed, asking for feedback on the quality of support and resolution.
First contact resolution (FCR) rates:
Tracking the percentage of issues resolved in the first interaction can be an indicator of customer satisfaction.
Service level agreement (SLA) compliance:
Meeting or exceeding SLA targets often correlates with higher customer satisfaction.
Do small businesses need help desk software?
Yes, small businesses benefit from help desk software, as it can streamline customer support processes, improve response times, and enhance overall customer satisfaction. While small businesses may have fewer customer requests compared to larger organizations, having a centralized system to manage these requests can still be critical to ensuring that issues are not overlooked and that the business can scale its support operations as it grows.
How easy is it to integrate help desk software with other tools?
The ease of integrating help desk software with other tools largely depends on the software itself and its compatibility with existing systems. Most modern help desk software is designed to be user-friendly and offers integration capabilities with other business tools such as CRM systems, email platforms, social media channels, live chat, phone systems, and project management tools. Integration is usually achieved through pre-built connectors, APIs, or third-party integration platforms. Some help desk software may require technical expertise to set up integrations, while others offer more straightforward, plug-and-play solutions. It’s important to evaluate the integration capabilities of a help desk solution before adoption to ensure it aligns with your business’s workflow requirements.
