Best and Most authentic help desk software will be described in this article. Customer concerns or demands might easily overwhelm you when you’ve just started your firm. Managing both internal and external difficulties, however, becomes a formidable undertaking as your company grows. Such a dire situation emphasises the importance of having the greatest help desk software.
So, if you’re looking for the ideal help desk software to jumpstart your support operations, look no further. We’ve compared the 20 finest help desk software, as well as their features and cost, in this article. But first, for those who are exotic with the term, let’s define help desk software. If you’re an expert, you can skip ahead.
What Is Help Desk Software and How Does It Work?
Help desk software is a popular company tool that centralises all incoming client conversations. Customer enquiries can be tracked and support agents’ performance can be monitored by help desk supervisors. The finest help desk software solutions make customer assistance easy and fun with features like automated responses, parent-child ticketing, shared inboxes, reporting, and more.
The Top 20 Help Desk Software Programs and Their Key Benefits
Top 20 Best Help Desk Software in 2022
Top 20 Best Help Desk Software are explained here.
ProProfs • A cloud-based foundation makes it more efficient • Email-like interface with easy ticketing administration and fast resolution • Sorting, categorising, and processing tickets made significantly easier • Dedicated Knowledge Base to solve roughly 80% of your generic issues/questions
Web Help Desk • Traditional help desk software • Automated ticketing • Integrates with LDAP, AD, and Microsoft SCCM Hubspot Service Hub • help clients in self-help.
- Customer feedback, surveys, and insights are built-in • Perfect for small service teams
Zendesk • A simple and intuitive help desk solution.
- Time-saving tools and triggers have been added to make the process more efficient.
- Ticket status and other criteria can be seen in a variety of ways, depending on your preferences.
- Give your consumers a memorable experience.
- Quick and tailored responses are simple to send.
- Convert customer emails to tickets automatically
- ITIL-compliant service desk software • Allows customers to track resolution procedures • Has automated escalation rules inbuilt
Zoho Desk is a web-based application that allows you to
- Simplified help desk ticketing system • Multichannel capabilities • Increased visibility thanks to smart automation
- There are no tiers of pricing • No knowledge is required
Agents will be able to work on several tickets more easily.
- Helps agents communicate and share files • Multi-channel help desk software • Alert rules depending on events and tickets
TeamSupport • Has the ability to reduce expenses • Is designed specifically to promote B2B customer loyalty • Has the flexibility to scale in the future
Deskpro is ideal for any type of organisation since it is agile, versatile, and durable.
- Choose your own server infrastructure.
- Open source code access • Covers all contact modes Bitrix24 is a helpdesk solution with CRM.
- Unified Storage • LiveAgent • LiveAgent Support Portal
- Chats with real-time typing view
Jitbit HelpDesk • Aimed at both startups and small self-funded businesses • Available as a “SaaS” and “on-premise” solution • Clear UI and straightforward setup
ThinkOwl is a free omnichannel contact centre with AI-based helpdesk software and a combination of human and machine learning.
- Streamlined modern UI • Apps to connect to other systems • Includes service management, DevOps, and more JIRA Service Desk
- Supports an infinite number of custom fields and forms
HelpCrunch is a stand-alone help desk application that can be implemented on-premise or in the cloud.
- Service in multiple languages
- Requests are processed 5X faster.
Desk for Collaboration
- Centralize all communications • Focus on customer transparency • Manage all conversations through a single system
- Integrate with VOIP services • Responsive HTML5 design • Assist Sumo
Responds to requests from any source.
Let’s compare their specific features, pricing, and why these top help desk solutions should be used in detail.
ProProfs Help Desk is the most favoured help desk software programmes available today. This feature-rich help desk software not only helps an online business to manage all customer issues, requests, and bugs, but it also allows your customer service personnel to successfully resolve them in a short amount of time.
Other important features of ProProfs Help Desk Software include child tickets, scripted replies, integrations, and shared inboxes, which aid in ticket resolution and provide a pleasant client experience. Also check field service management software
Ticket tracking, prioritisation, and resolution
You’ll never lose a ticket with ProProfs Help Desk, and you’ll always know who’s working on what. Critical tickets should be resolved first since they may be easily prioritised according to business needs.
Instant Support connects you with live chat support representatives.
This tool allows you to communicate with live chat support representatives. Human connection adds a personal touch to every transaction and boosts client satisfaction.
Various online training courses can be used to educate agents and customers.
Provides a variety of online training courses for agents and clients to keep them up to speed and informed about current events.
Access these assistance tools from any device or place on the planet – at any time and in any location. Access
This help desk solution is suitable for users of all ability levels, and no prior knowledge of software or HTML is required. You can also access and view these assistance tools from any device or place on the planet.
Starting at $0, it’s a great way to get started.
What Are the Benefits of Using ProProfs Help Desk Software?
This section explains why ProProfs Help Desk is regarded as one of the best help desk platforms on the market. Take a look at this:
A Shared Inbox that is Simple to Use
This help desk software is user-friendly and suitable for people of all skill levels. Simply connect all of your customer-facing emails to create a common mailbox.
Reports that are delightful
ProProfs Help Desk offers analytical reports that may be used to gauge client satisfaction. The nice aspect is that these ready-to-present analytics can help you identify agent training opportunities.
Fantastic Human Assistance
Human assistance is provided by ProProfs. They offer phone help, live chat, and a vast information base. If you need aid, you can call, chat, email, or search the knowledge base 24 hours a day, 7 days a week.
It’s a more typical helpdesk software solution that enables for automatic ticketing, ensuring that SLAs are satisfied and support agents are handled in accordance with workflow KPIs. This is a Solar Winds product.
Features: IT Isn’t the Only Thing
The IT department, aptitudes management, field services, HR, and a few other departments have used SolarWinds Web Help Desk software.
Change Management in IT
Change is difficult, especially when it affects your company or your employees. If there is evident communication to the people affected, it is handled without frustration, and there is a focus on increasing service quality, it is effective change management.
Compatibility with FIPS 140-2
FIPS 140-2 compatible cryptography support, often known as FIPS-mode SSL Protocol, can improve security and compatibility.
Pricing information is available upon request.
What Are the Benefits of Using Web Help Desk Software?
a user interface that is easy to understand
The user interface is very engaging, making it simple for agents to manage all customer tickets on one platform.
Tool with a lot of features
Web help desk software is an on-premise product with extensive functionality for quickly responding to consumer questions.
Asset Tracking Made Simple
From the moment a ticket is generated until it is resolved, all agents or “assets” can be tracked.
Hubspot has a full help desk with reporting and automation built in. Customer interactions can be converted into tickets that can be easily tracked, prioritised, and structured.
Knowledge Base Integration is one of the features.
Allow clients to self-help and ensure that they find useful information on their own.
Customer feedback, surveys, and insights are all included in.
This help desk software allows you to monitor client satisfaction and conduct several surveys to collect feedback, resulting in a better customer experience.
Bots that have a conversation
By routing consumers to appropriate chat agents and offering relevant help documentation, the software employs bots to scale 1-1 communication & improve live chat experience.
Zendesk’s products are centred on creating an omnichannel ticketing system that operates as a shared inbox for all of your consumer inquiries and their progress. Zendesk is one of the most popular helpdesk software because of its detailed ticketing system.
Features: Web Widgets for Quicker Help
Zendesk has an app store with a variety of first-party and third-party apps, some of which are premium & some of which are free.
Ticket Responses that have been pre-programmed
While handling tickets, the inbuilt written responses make the job easier by saving time and typing.
Ticket Status Views That Are Personalized
Zendesk features an effective ticket management workflow that includes the ability to search a customer’s history as well as a customizable view to track continuing performance.
Why Should You Use Zendesk?
Smart And Intuitive
Zendesk allows businesses to centralise a range of customer support interactions into a single database.
Other Zendesk Software Is Compatible
This software also integrates with other Zendesk software modules, such as Zendesk Talk, which is their call centre solution.
Custom Business Rules are Included in Elite Plans.
Business rules, integrations, multilingual content, performance dashboards, and CSAT surveys are all included in the higher levels in the package.
Freshworks’ Freshdesk is a help desk software application. It’s also a cloud-based omnichannel help desk solution with a variety of capabilities centred on the tickets that have been created.
Multiple Channel Integration is one of the features of this product.
This help desk system may combine data from a variety of sources, including phone, email, chat, and social media.
Freshdesk also features a tool called team huddle, which allows you to bring in experts to help with complicated or escalated cases.
Personalized Ticket Status
The system features a centralised inbox for managing incoming tickets from multiple sources in one place, as well as the capability to yield custom ticket statuses.
Why Should You Use Freshdesk?
Collaboration and Productivity Are Priorities
Freshdesk comes with a robust set of capabilities that are mostly production-oriented and make it simple for teams of all proportions to interact and provide excellent customer care.
a strong customer base
Over 150,000 clients utilise this helpdesk solution from companies like HP, Harvard University, Bridgestone, and others.
Ability to Set Service Level Agreements (SLAs)
Freshdesk stands out as a worthy help desk solution when it comes to setting service level agreements (SLAs) and checking other sophisticated reporting capabilities in the assessment criteria area.
Freshservice, a Freshworks product that acts as an online IT help desk, is also a Freshworks product. It includes some notable features in addition to strong ticketing skills. Let’s take a little glimpse at some of the key features that come standard with this help desk software.
Asset Management is the management of assets.
When it comes to asset management, this tool provides an excellent user experience. Auto-discovery of new resources, improved impact analysis, and strong configuration management are all included. Also check document management software
Modern User Interface (MUI)
Freshservice’s user-friendly UI (User Interface) requires little training and can be customised to meet both IT and non-IT needs.
Advanced Incident Management (AIM) is a type of incident management that focuses on
Track assets, manage self-service portals, browse and handle issues, and organise contracts and licences with this software.
Why Should You Use Freshservice?
User-Friendly Service Catalog Module
Install a user-friendly catalogue module to provide multiple services for multiple departments, allowing users to quickly access the module they need based on the service request.
Effective at reducing the amount of manual labour required
This service desk software assists you in configuring and automating repetitive processes, as well as prioritising tickets for approval and automatically notifying users.
Management of Self-Service
Some of the compelling reasons to use this help desk system include change management, release management, and knowledge management. Users can use this tool to look up solutions in the knowledge base on their own and, if necessary, submit requests directly from your portal.
7. Zoho desk
Zoho Desk is a cloud based help desk software that emphasises context awareness. In addition to its multichannel capabilities, Zoho Desk includes an intelligent AI assistant that provides all of the tools and context that your team needs to provide a fantastic customer experience.
Smart Dashboard is one of the features.
The software Zoho Desk is well-known for its user-friendliness and convenience of use. It provides you with a flexible experience and allows you to be up and running quickly.
This cloud-based help desk ticketing application comes with a slew of built-in apps and telephony services. AWS, Jive, G Suite, Salesforce, and a slew of other apps are on the list, with Zapier linking to a slew of more.
The Number Of Tiers Has Been Simplified
Unlike other online ticketing management software, Zoho Desk has a low tier count of only three, and it comes with a unrestrained 15-day trial and an acceptable three-user limit.
Why Should You Use Zoho Desk?
Compatible with both iOS and Android devices
Mobile apps for iOS & Android are available to use with zoho Desk. Support is unrestricted through a variety of channels, including active user forums, user guides, blogs, and a live chat feature available with subscription packages.
Tickets are prioritised based on their severity.
Zoho Desk, one of the best help desk system providers, contains features such as ticket categorization, overdue flagging, quality metrics tracking, and support for self-served users.
It’s Different Because of Customer Satisfaction Ratings and Cloud Telephony
Features such as “Customer Success Rating” and Cloud Telephony are included in one of the help desk system listings, as well as reasonable annual packages. Custom ticket templates, cross-department reports, & role-based access control are also included in other plans.
8. Azure Desk
Azure Desk, one of the leading help desk system providers, offers all of the “must-have” features of an enterprise-class system for all types of enterprises at a low cost to consumers. Azure Desk, on the other hand, has a few extra functionalities.
No-tier pricing is one of the benefits of this product.
Users using Azure Desk do not have access to tier pricing. It’s completely inexpensive thanks to a single plan and a transparent price.
Simple to Use
This help desk solution is simple to set up and operate. To use this self-explanatory software, you don’t need much technical knowledge.
Multiple Ticket Management Made Simple
Agents/users may work on several tickets at the same time without switching windows or making too many clicks thanks to browser-like tabs and an innovative UI.
Why Should You Use Azure Desk?
This help desk software is less expensive than the rest of the list. There are no tiers or variable costs in this product.
Management of Incidents in a Timely and Efficient Manner
Azure Desk allows you to properly manage all IT incidents for diverse franchise activities. Wherever necessary, one can track, monitor, and escalate outstanding work on a priority basis.
Best Price/Features Ratio
With the best feature/price ratio and an excellent support team, the software is one of the top help desk ticketing solutions and an end-to-end support engine for quickly developing businesses.
Many firms across industries use Vision Help Desk as a customer service tool. Support ticket monitoring, incoming call management, and call tracking are just a few of the capabilities that help customers and vendors communicate effectively.
Software for a Multi-Channel Help Desk
The software is a multichannel communication platform with capabilities like automated routing and email integration.
Alert Rules Based on Tickets and Events
For all events and tickets, you will be able to configure and establish alert rules based on your priorities and business needs.
collaborating on files
The platform enables agents to communicate more effectively and allows teams to exchange any file, document, or media.
A software solution packed with an unique SaaS application that goes far beyond typical customer assistance technology to improve B2B customer loyalty. TeamSupport is primarily committed to supporting huge B2B chains of small commercial facilities, with a singular focus on offering the finest customer support experience. Also check File and Folder software
Features include: a reasonable price
TeamSupport charges a reasonable monthly cost for only the users required by the company. Its low-cost help desk software contains nearly all of the capabilities and customizations required for a better customer experience.
TeamSupport provides a comprehensive and seamless workflow that promotes collaboration and efficiency across teams with no duplication of effort.
Tools for Visual Support
This software has a few graphic features that help with clarity and communication with clients. Customers can send a video of their precise troubles with in-line graphics for easy cutting and pasting, and integrated screen recording allows them to transmit a video of their exact issues.
Deskpro is a web-based help desk software platform with a modern, real-time interface. Deskpro is packed of features and customizable components, making it sturdy and adaptable to use for any type of organisation.
Admin Access Log enables you to keep track of and audit any administrative transactions within the help desk.
Permissions for the App
Deskpro helpdesk is designed to keep you up to date at all times, and all customers are automatically upgraded to a newer version of the software.
Chat Embedding is a feature that allows you to include a conversation in your website.
Allows you to connect with users without having to visit the service portal by embedding the chat widget on your website.
What are the benefits of using DeskPro Help Desk Software?
Agent Collaboration Made Simple
This application helps you remain on top of every response, regardless of which channel you utilise. DeskPro monitors all contact channels, including email, social media, live chat, and phone conversations.
Knowledge Base Software that is fully integrated and available 24 hours a day, 7 days a week
With a solid knowledge base integration, clients will be able to answer their own questions.
Importer Tools That Are Safe
With this help desk software’s simple importer features, you’ll never lose any customer information.
Bitrix24 is a free help desk software that is designed specifically for contact centre modules and frequently includes CRM. Users can communicate through a variety of channels, including live chat, SMS, email, social network messaging, and even phone calls, with this module.
CRM Integration is one of the features.
Bitrix24 is a robust platform that incorporates a contact centre module for staff communication, project management, and customer relationship management.
Access to open source code
With open-source code access, this software is used by around 4 million businesses, both on-premise and in the cloud.
✓ Small business owners will love it.
Bitrix24 is designed specifically for corporations and small businesses. It’s also ideal for remote teams that want to stay in touch and work productively.
LiveAgent is the ideal help desk software for small and medium-sized enterprises. This one-of-a-kind help desk solution allows users to stay closer to their customers and provide speedier help.
It’s similar to a more intelligent version of your email inbox. Emails, phone calls, chats, Facebook and Twitter messages, forum entries, and ideas can all be accessed and controlled from a one location.
Access and communicate with your consumers via numerous channels, but always remain in the same hybrid ticket because they all look the same, regardless of the communication method.
Chat in Real-Time
Real-time responses can give your chat desk a personal touch, which can be a game changer for your customers. This feature has the ability to give clients with quick and accurate answers.
Jitbit is a cost-effective, lightweight, and quick helpdesk ticketing solution with an interactive user experience for your organisation. The software’s interface has a robust grid that displays all of the information on your tickets.
Features include the ability to perform bulk operations.
Without leaving the page, you can simply sort and filter the ticket requests, review them, and even do bulk activities.
There are a variety of list modes to choose from.
It allows you to select between queue modes like “all,” “in progress,” and “open.” For ticket requests from a specific organisation or customer, you can also switch to “assigned to me” option.
Tags and Categories are two terms that are used interchangeably.
Customers can decide a category during ticket filing or using current automation rules and email engine settings, while you can manually classify tickets into several categories.
ThinkOwl is an artificial intelligence-based helpdesk software that blends human brain with machine learning technologies. It is one of the greatest artificial intelligence-powered multi-channel customer support software.
Helpdesk Software With Artificial Intelligence
Better Relationships = Artificial Intelligence + Help Desk Software
Measures and analyses your consumer relationships using accurate data obtained through a machine learning platform.
Customer Service Portal
ThinkOwl is a software that lets you optimise your knowledge base and acquire insights from each automated client interaction, demonstrating the art of AI.
Jira Service Desk is the top usefulness desks for small businesses and larger enterprises due to its totally current approach to the helpdesk solution and the ability of apps to interface with other platforms.
Customers such as Twitter, Spotify, and Sotheby’s can access the support desk using mobile platform apps.
Asset Management is the management of assets.
You can quickly connect Jira service desk to your choice asset management tool to track, refer, and tie queries to assets.
Integration of Jira Software
If your software teams currently utilise Jira software, you can link IT tickets to the development team’s backlog. It assists you in determining the root cause of problems before they become more serious.
PinkVERIFY certified ITIL Certified Jira Service Desk provides practically everything your IT teams need for service requests, problems, incidents, and change management.
Hesk is asset management incorporated into your help desk for asset monitoring, management, security, and patching. It’s totally customisable, with an endless number of custom fields and forms, as well as remote control and a self-service portal.
Features: It is open source and free.
Because it is an open-source platform, this help desk solution avoids the value for money examination, making it an excellent option for small organisations and start-ups.
Take use of a variety of features that will save you time, energy, and money, such as email and LDAP integrations, remote desktop live chat, and so on.
It’s a One-of-a-Kind Product
Hesk is a stand-alone help desk programme that does not integrate with any other software. Although several third-party instructions exist for integrating Hesk with other 3P scripts, none of them are endorsed or maintained by Hesk.
It’s an in-app messenger service that allows you to keep track of client information, set auto-responses, educate customers, and rapidly give a resolution. HelpCrunch also includes multi-channel support and a shared inbox, making real-time collaboration with agents a breeze.
Performance Tracker is one of the features.
This help desk system makes it simple to track team productivity and ensure client satisfaction. You may look back on each agent’s performance over time and see where they might improve.
Importing and exporting
This messenger service aids in the importation of current customer databases into HelpCrunch as well as the exportation of the same from the system when needed.
Service that is multilingual
If you expect people from various geographical places to visit your page, you can localise or translate your widget and messaging.
19. Teamwork Desk
Teamwork Desk is a nice customer-centric help desk software that includes shared inboxes, collision detection, help docs, and productivity indicators, among other things. This allows your staff to keep clients in mind and run a successful customer service business.
One View: Collects all customer interactions in one place so you can fix their issues in context and provide the best support experience possible.
Collaboration in a Group
This help desk software’s major features include improving teamwork, minimising silos, and ensuring that no questions go unanswered.
Transparency has been improved.
Allows your team to know who is responsible for what in real time. This ensures that there are no crossed wires and that the resolution is faster.
Help Sumo is a complete help desk solution that allows you to organise and handle support tickets as well as other support-related tasks. It’s a hosted online software that specialises in providing support-related remedies using a ticket system, social media, emails, and live chat.
Live Chat Management is one of the features.
With predefined live chat responses, you can multitask like a pro while managing live chats with your favourite IM programmes.
Help Desk Reporting
The first guideline of running a functional and effective helpdesk system is to analyse and track essential KPIs. Such factors are essential for providing excellent customer service.
When it comes to help desk systems, it is always vital to guarantee service and resolution within the turnaround time. This solution has an upgraded SLA management tool, ensuring that you never miss a delivery deadline.
What Are the Benefits of Utilizing a Help Desk Ticketing System? What Are the Advantages?
It’s nearly hard to keep track of every issue manually when clients approach your firm with their expectations, and they do so through various channels such as email, phone, social media, and so on.
Help desk solutions help your agents organise, allocate, filter, prioritise, escalate, and handle issues faster by bringing all support interactions onto a single platform. Let’s have a little look at some more advantages of help desk software:
Experience with 360-Degree Support
Even a tiny organisation may consolidate several customer care channels into a single interface with the best help desk software. Customers can receive a consistent customer experience regardless of whether they contact your team by live chat, email, social media, phone, or help centre.
Provide round-the-clock assistance With the help of a knowledge base
Customers today are uninterested in waiting an excessive amount of time for a human representative to fix their issue. Instead, people prefer to use a self-service portal or knowledge base (which includes manuals, help articles, FAQs, and other resources) to self-resolve their usual concerns.
Repetitive and manual tasks can be automated.
You may improve your team’s productivity, save time, and effort by automating monotonous and manual processes with the best help desk ticketing system. You can, for example, choose to automate tasks like ticket assignment, notifications and alerts, customer surveys, and much more.
Monitor the Correct Performance Metrics
Every customer service manager should be aware of how well his employees are functioning and the level of service they provide to customers. The ideal ticketing system provides comprehensive and customisable information for gauging performance and measuring client satisfaction.
Help Desk Solutions: What They Are and What They Aren’t
Without knowing the many types of help desks available on the market, you would be unable to fully comprehend the concept of a help desk.
Help Desk Located on-Site
A licenced software solution that businesses own and run themselves is known as an on-premise help desk, sometimes known as a self-hosted help desk. You can install and maintain the licence on your server after purchasing it.
- Complete data and security control • On-premise help desks can be modified to some extent
Drawbacks: • Purchase of the software licence and the servers necessitates a large upfront cost.
- You’ll need an in-house IT team to keep your servers up to date.
Help Desk on the Internet
The vendor’s server hosts web-based service desk software, also known as cloud-based help desk. There’s no requirement to spend a lot of money on licencing or install a lot of software. By logging into the vendor’s website, your agents will have access to all of the services.
Benefits: • Easy to set up and manage • Provides access at any time and from any location; all you need is an internet connection
Cons: • You must always have access to the internet • You do not have access to the source code (hardly matters to most)
- An easy-to-use interface is one of the best features of the best help desk software.
The best service desk systems are simple to set up and use, with a straightforward interface for quick service.
- Scalability is important.
You can count more agents, handle more issues, and provide pleasant experiences to every customer as your company grows.
- Shared Inbox Combine numerous customer-facing email inboxes ([email protected], [email protected], etc.) into a single platform with a shared inbox.
- Integrations with third-parties
For improved performance, help desk systems can readily interact with a variety of third-party business applications.
- Pre-programmed responses
To save everyone’s time, create and use prefabricated responses to answer typical consumer questions.
- Collaboration Capabilities
Multiple agents and teams can collaborate with internal notes using the best free help desk software.
Market Trends for Help Desk Software
There is no refuting that the appetite for help desk software is skyrocketing.
With a 33 percent annual growth rate, the global market for help desk software is estimated to reach USD 11 billion by 2023.
Organizations are utilising help desk automation capabilities to reduce business risks, eliminate manual activities, and achieve more with fewer support workers. Larger companies, for example, are experimenting with AI-powered chatbots to replace level 1 human agents. These chatbots, unlike previous ones, can understand human emotions, scan long papers in seconds, and redirect the conversation to a human expert if the need persists.
Another popular trend that is gaining traction is the usage of self-service tools to cut both the volume and expense of support tickets. To enable end-users to help themselves, businesses are investing in high-quality help content such as how-to videos, guides, and other resources.
Choose the Finest Help Desk Software for Your Team in 2022.
That was a complete list of the top 20 help desk software solutions. You may notice that these software programmes have a lot of characteristics in common. Regardless of these common functionalities, you must take into account the aspects outlined in this article that distinguish them.
We ranked ProProfs Help Desk first because of its extensive set of features and low price. You can sign up for a free premium trial and then choose the plan that best suits your requirements.