Best Help Desk Software & Ticketing System Comparison
Quick Summary:
In the world of customer support, the right help desk software can make all the difference, as it ensures quick, personalized support, reduces team workload, and boosts customer loyalty and brand reputation.
In this article, we compare the top 26 help desk software and ticketing systems, making your decision-making process a breeze.
Providing excellent customer support used to be a nice-to-have for companies. However, in a fast-paced business world, customers expect not only quality support but also super-fast response times. And, if your company can't provide this, your customers are more likely to turn to your competitors.
Whether resolving customer queries swiftly, never losing track of support tickets, or ensuring seamless communication across various channels, the right help desk software becomes your frontline solution. With businesses grappling with high customer interactions and the need for personalized support, these software solutions are designed to alleviate all potential challenges your customer support team might face.
Not only will help desk software enhance your customer loyalty and strengthen your brand's reputation, but it will also make the lives of your support team easier. Let's explore the best help desk software solutions on the market that can transform your customer service experience and reduce your team's workload!
What is Help Desk Software?
Help desk software is a solution that manages and streamlines customer service inquiries and issues. It serves as a point of contact between service providers and users, tracking and prioritizing requests through what is known as a ticketing system. This software allows companies to tackle both internal and external issues.
Now that we've answered the question "what is a help desk," another question hangs in the air, "what is ticketing?" In short, it's a method of organizing customer inquiries (tickets) based on various factors like urgency, type of issue, or customer status. This system helps service teams track, prioritize, and solve customer issues effectively and efficiently.
These software solutions often come with features such as automation, reporting, and integration with other tools, which further enhance the customer support process. They are designed to boost customer satisfaction, increase the efficiency of support teams, and provide critical insights for business improvement.
Whether you're a small business or a large corporation, help desk software can be a game-changer. It makes handling customer issues easier and helps build stronger relationships with your clients by providing timely and efficient support.
What Are the Different Types of Help Desk Software?
Here are some of the most common types of help desk software:
IT Service desk software
Ticketing help desk software
On-premise help desk software
Cloud-based help desk software
Enterprise help desk software
Customer service software
Open-source help desk software
1. IT Service Desk Software
This type of software is explicitly designed to manage IT services within a company. It usually includes features such as incident management, problem management, change and release management, and asset management. It aims to provide a single point of contact for all IT-related concerns.
2. Ticketing Help Desk Software
This system handles and tracks customer service requests, often called 'tickets.' It manages the entire lifecycle of a ticket, from its creation to resolution, to ensure every customer issue is effectively addressed and nothing slips through the cracks.
3. On-Premise Help Desk Software
This software is installed and runs on the servers within the company's premises. While it may require more upfront investment and maintenance than cloud-based solutions, it offers greater control over the data and customizability and typically performs better due to local hosting.
4. Cloud-Based Help Desk Software
This type is hosted on the provider's server and accessed via the Internet. It's highly scalable and often more cost-effective, which makes it a popular choice for many businesses.
5. Enterprise Help Desk Software
This software type is designed to handle the high volume and complex needs of large corporations. It typically includes advanced features such as multichannel support, detailed analytics, and robust integration capabilities.
6. Customer Service Software
While similar to help desk software, this focuses more on customer-facing issues and often includes customer relationship management (CRM) features.
7. Open Source Help Desk Software
This type of software is customizable as its source code is publicly accessible. It's a good option for businesses with specific needs and the technical expertise to modify the software.
Help Desk Software Comparison Chart (Top 10 Highest Rated)
Here's a quick peek at our top 10 help desk ticketing system comparison. It shows what the top 10 tools are best for, their cost, and a link to their website where you can discover more. Let's take a look!
Product | Best for | Pricing | Website |
Zendesk for Service | Best overall | $19/agent/month | |
Zoho Desk | Small businesses | Free plan; $7/user/month | |
Freshdesk | Help desk CRM system | Free plan; $15/agent/month | |
Freshservice | ITSM ticketing system | $19/user/month | |
Hubspot Service Hub | SMBs | Free plan; $18/month for two users | |
LiveAgent | Freelancers and solopreneurs | $9/agent/month | |
ServiceNow | Large IT departments | Public pricing is not available | |
Jira Service Management | Agile teams | Free plan; $21/agent/month | |
Kayako | Affordability | $15/user/month | |
HelpScout | Ease of use | $20/user/month |
What is the Best Help Desk Software? Here's Our Top 26 List:
It's finally time to dive into our curated list of help desk software for 2023 for enhancing support and customer service. We'll uncover the top pick, the finest options for small businesses and SMBs, the best software for IT teams, and more.
Let's begin!
1. Zendesk for Service (Best Help Desk Software Overall)
Why we chose it:
Zendesk's service desk platform is designed to simplify tasks for support reps and expedite customer response times.
It supports various channels, including live chat, social media, and phone calls, while AI-powered bots automate routine tasks. Its intelligent workflows route specific tickets to the right representative, and users can be directed to self-service knowledge bases for quick solutions.
Additionally, the Zendesk MonkeyLearn integration makes this software highly versatile and practical. At the same time, comprehensive reporting and compatibility with Microsoft Teams add to its functionality, making it one of the top help desk software options.
As you can learn in our detailed Zendesk review, pricing starts at $19 per user/month, billed annually, with more advanced plans and enterprise packages available.
Pros:
Enables handling of customer interactions across multiple platforms.
Streamlines support with automated routine tasks.
Efficiently routes tickets to the appropriate service representative.
Allows users to find solutions via self-help knowledge bases.
Provides comprehensive insights into service operations.
Cons:
It can be pricey, especially for small businesses.
It requires time to understand and use its full feature set.
Its customization options may be insufficient for unique service needs.
Pricing:
Support Team, $19/agent/month, billed annually
Support Professional, $49/agent/month, billed annually
Support Enterprise, $99/agent/month, billed annually
Suite Team, $49/agent/month, billed annually
Suite Growth, $79/agent/month, billed annually
Suite Professional, $99/agent/month, billed annually
Suite Enterprise, $150/agent/month, billed annually
Suite Enterprise Plus, $215/agent/month, billed annually
Visit Site
Go to Zendesk for Service's official website
2. Zoho Desk (Best Small Business Ticketing System)
Why we chose it:
Zoho Desk is an all-in-one help desk solution and the best ticketing system for small businesses. It streamlines ticketing and includes automation features to simplify service agent tasks.
Zoho Desk supports multichannel customer interactions, and its AI assistant, Zia, can interact with customers, analyze sentiment, and tag tickets automatically.
Knowledge-based tools enable self-service, and seamless integration with Zoho CRM enhances agent productivity. It offers robust analytics and real-time reports.
Another thing that makes it one of the best ticketing systems for small businesses is its pricing. Pricing ranges from a free version offering basic features to the $40 enterprise plan, all billed annually per user.
Free trials are also available.
Pros:
Allows customer interactions across different platforms.
It comes with an AI assistant that can automate tasks.
Provides self-help knowledge bases for customers.
Seamlessly integrates with Zoho CRM for increased productivity.
Offers comprehensive analytics and real-time reports
Cons:
Some users might find navigating its extensive features complex.
Some users have reported slow response times from customer support.
Pricing:
Free plan
Zoho Desk Express, $7/user/month, billed annually
Standard, $14/user/month, billed annually
Professional, $23/user/month, billed annually
Enterprise, $40/user/month, billed annually
Visit Site
Go to Zoho Desk's official website
3. Freshdesk (Best Help Desk CRM Ticketing System)
Why we chose it:
Freshdesk is the best CRM helpdesk ticketing system that features a ticket management system with AI automation, including Freddy. This AI tool functions as a chatbot and routes tickets to the most suitable agents.
The platform supports an omnichannel approach, accommodating email, phone, chat, and more.
Additional features like help widgets, web forms, and rage-click detection help you improve user experience, while customizable reporting and knowledge base analytics provide valuable insights.
You can learn more about this tool in our latest Freshdesk review.
Pros:
It has an excellent AI tool that improves ticket routing and can function as a chatbot.
Allows customer interactions across multiple platforms.
It enhances collaboration and facilitates the creation of canned responses.
Offers web forms, personalized content, and rage-click detection to improve user experience.
Provides insights with one-click reports and knowledge base analytics.
Cons:
The most advanced features are locked behind the higher tiers.
Some of the functionalities can be a bit buggy.
Pricing:
Free plan
Growth, $15/agent/month, billed annually
Pro, $49/agent/month, billed annually
Enterprise, $79/agent/month, billed annually
Visit Site
Go to Freshdesk's official website
4. Freshservice (Top ITSM Ticketing System)
Why we chose it:
Freshservice, another product from Freshworks, is an IT Service Management (ITSM) platform designed for IT departments. With over 40,000 customers, it helps ensure IT support activities align with company operations.
As an IT Infrastructure Library (ITIL) tool, Freshservice streamlines various service request phases, including strategy, design, and continual improvement. The tool is primarily used for technical issues and asset management but offers real-time reporting.
Unfortunately, Freshservice doesn't have a free version. Pricing starts at $19 per user/month (billed annually).
Pros:
Tailored for IT departments.
Streamlines various service request phases.
Efficiently handles software bugs and glitches.
Provides comprehensive asset tracking.
Offers immediate insights into IT operations.
Cons:
There's no free plan.
Its IT-oriented features might not be helpful for non-IT departments.
Pricing:
Starter, $19/user/month, billed annually
Growth, $49/user/month, billed annually
Pro, $95/user/month, billed annually
Enterprise, $119/user/month, billed annually
Visit Site
Go to Freshservice's official website
5. Hubspot Ticketing System (Simple Help Desk Software for SMBs)
Why we chose it:
HubSpot Service Hub is a popular help desk solution developed by Hubspot. The software is geared toward startups and small businesses seeking to scale, as it comes with several monthly plans and a free version.
HubSpot offers significant CRM functionality, standard conversation tools, a full suite of help desk automation features, customer surveys, real-time reporting, and knowledge base features.
Advanced plans provide team management for support department heads and features like custom reporting, a multi-language knowledge base, and a customer self-service portal.
For even more details, read our comprehensive HubSpot CRM review.
Pros:
Provides extensive customer data for each issue.
Offers a full suite of help desk automation tools.
Provides immediate insights into customer interactions.
Enables the creation of self-service resources for customers.
It is ideal for startups and SMBs looking to grow.
Cons:
Higher-tier plans can be expensive.
Additional costs apply for extra users.
Some users may find navigating its wide array of features complex.
Pricing:
Free plan
Starter, $18/month for two users
Professional, $450/month for five users
Enterprise, $1200/month for ten users
Visit Site
Go to HubSpot's official website
6. Liveagent (Top Help Desk Platform for Freelancers and Solo Entrepreneurs)
Why we chose it:
LiveAgent prioritizes simplicity, offering a robust ticketing system with a universal inbox for managing tickets, including tagging and note-adding functionalities.
Tickets can transition between channels, and canned messages can be automated. LiveAgent supports SLA management, which is crucial for customer satisfaction, and provides various communication tools like live chat, a call center, and integration with social media.
A customer portal and knowledge base builder are also included.
Pros:
Centralizes ticket management, including tagging and note-adding functionalities.
Allows seamless transition of tickets between channels.
Helps maintain service level agreements.
Provides diverse tools like live chat, a call center, and social media utilities.
Facilitates the creation of self-service resources for customers.
Cons:
It may require some time for users to understand its functionalities fully.
There is no free plan.
Pricing:
Small, $9/agent/month
Medium, $29/agent/month
Large, $49/agent/month
Enterprise, $69/agent/month
Visit Site
Go to LiveAgent's official website
7. ServiceNow (IT Help Desk Ticketing System for Large IT Departments)
Why we chose it:
ServiceNow is a powerful IT help desk ticket system used by organizations to streamline and manage their IT service management (ITSM) processes. It provides a centralized system for logging, tracking, and resolving IT tickets, streamlining the incident management process.
Automated workflows in ServiceNow direct tickets to suitable support agents to help improve efficiency and reduce resolution time. It's one of the most popular IT ticketing systems across manufacturing, financial services, healthcare, and telecommunications industries.
As you can learn in our ServiceNow review, this system is widely used by large IT departments and software development companies tracking software development workflows. Government and educational institutions also leverage ServiceNow for daily workflow management.
Pros:
Efficiently logs, tracks, and resolves IT tickets.
Automated workflows enhance efficiency and reduce resolution time.
An integrated knowledge base allows users to solve common issues themselves.
Provides insightful data for continuous improvement.
Suitable for both small businesses and large enterprises.
Cons:
Configuring and setting up the platform takes time.
The system can sometimes be prolonged and buggy.
Pricing:
Public pricing is not available
Visit Site
Go to ServiceNow's official website
8. Jira Service Management (Best IT Help Desk Software for Agile Teams)
Why we chose it:
Atlassian's Jira, known for its robust project and ticket management capabilities, offers Jira Service Management. This platform is mainly used for IT Service Management (ITSM) and syncs IT with other departments, facilitating 'devs meets ops.'
It provides high-velocity service management with real-time tracking of requests and support tickets, effective change management, and fosters collaboration with asset and knowledge management features.
A free version is available if you're an organization with fewer than three IT support reps. For larger teams, premium plans are $21 or $47 per user per month, while enterprises can request a custom quote.
Pros:
Seamlessly integrates with other Atlassian products.
It's suitable for both small teams and large enterprises.
You can track support requests and tickets in real-time.
Its features facilitate effective team collaboration.
It has a strong emphasis on aligning IT teams with other departments.
Cons:
It can be complex and might require a learning curve for new users.
The cost can add up for larger teams.
Pricing:
Free
Standard, $21/agent/month
Premium, $47/agent/month
Enterprise, contact sales
Visit Site
Go to Jira's official website
9. Kayako (Great Cheap Help Desk Software)
Why we chose it:
Kayako is a customer service application designed to enhance loyalty through multichannel communication, including mobile, social media, email, and live chat. It provides a comprehensive view of customer interactions and offers a self-service desk for quick solutions.
Kayako promotes team collaboration and integrates with third-party apps like Slack, Salesforce, and Stripe. The platform's automation capabilities help eliminate repetitive tasks.
Pricing ranges from $15 to $60 per agent per month, offering features from omnichannel inbox to advanced workflow customization.
Pros:
Offers support via various channels.
Gives a detailed overview of a customer's journey.
Seamless integration with numerous third-party apps like Slack and Salesforce.
Allows automation of repetitive tasks.
Facilitates efficient team collaboration for better service delivery.
Cons:
The advanced features are only available at the higher price points.
Weak reporting capabilities.
Pricing:
Inbox, $15/user/month
Growth, $30/user/month
Scale, $60/user/month
Visit Site
Go to Kayako's official website
10. HelpScout (Good Online Tech Support Software for Ease of Use)
Why we chose it:
HelpScout is the best technical support software if you're looking for ease of use. It's one of the best online help desks that streamlines web-based IT support for businesses of all sizes.
HelpScout has critical features like a shared inbox for managing customer emails, a knowledge base for self-service support, live chat capabilities, and robust reporting for insightful analysis.
The platform streamlines customer service tasks through automation and collaborative features, helping teams deliver personalized and efficient support.
It also offers a range of third-party integrations with other popular business tools. HelpScout has cost-effective plans and startup-friendly features, making it an attractive choice for growing businesses.
Pros:
Offers cost-effective plans, ideal for small and growing businesses.
Provides a shared inbox, knowledge base, live chat, collision detection, and reporting.
Enables automation of actions based on simple if-this-then-that logic.
Allows integration with over 50 third-party apps.
Provides six months free for startups and a 30-day money-back guarantee.
Cons:
The range of features might require some time for users to fully onboard.
It might not be sufficient for complex IT service management needs.
Pricing:
Standard, $20/user/month, billed annually
Plus, $40/user/month, billed annually
Pro, $65/user/month, billed annually
Visit Site
Go to HelpScout's official website
11. Salesforce Service Cloud (Good Customer Service Desk Ticketing System for Large Businesses)
Why we chose it:
Salesforce Service Cloud, a comprehensive service desk application, offers a robust customer support ticketing system to streamline queries.
As a service desk solution, it has a powerful AI tool that enhances customer interactions by providing real-time responses. The support desk includes community features like a knowledge base builder, FAQs, and forums. You can learn more about these features in our Salesforce review.
Additionally, it allows the creation of personalized customer portals for a branded experience.
Pros:
Offers a broad suite of customer service tools.
Einstein AI enhances customer interactions.
Provides a good deal of community features.
Allows the creation of personalized customer portals.
Integrates well with other Salesforce products.
Cons:
It can be overwhelming due to its rich features.
High pricing for premium features.
Pricing:
Essentials, $25/user/month, billed annually
Professional, $75/user/month, billed annually
Enterprise, $150/user/month, billed annually
Unlimited, $300/user/month, billed annually
Visit Site
Go to Salesforce's official website
12. Spiceworks (Community-Driven IT Ticketing System)
Why we chose it:
Spiceworks is a free, community-driven IT management platform millions of IT professionals use worldwide. It provides a comprehensive suite of tools for IT departments, including help desk software, network monitoring, inventory, and more.
The help desk software enables businesses to manage user tickets, organize tasks, and address IT-related issues.
Being web-based, it allows IT teams to track and manage issues from anywhere. Spiceworks also fosters a sizeable online community where IT pros can collaborate, share advice, and learn from each other.
Pros:
It can be an excellent choice for budget-conscious businesses.
The platform is easy to set up and use, even for those without extensive IT experience.
An active and knowledgeable Spiceworks community.
Offers a wide range of tools like help desk, inventory management, and network monitoring in a single platform.
Allows the creation of custom categories and fields to organize tickets better.
Cons:
It might not perform as efficiently as some premium products when handling large networks.
Though it effectively covers basic needs, it might lack advanced features in paid solutions.
As a free product, Spiceworks is ad-supported, which might distract some users.
Pricing:
Free to use
Visit Site
Go to Spiceworks's official website
13. Solarwinds Service Desk (Best Automated Help Desk Solution)
Why we chose it:
SolarWinds Service Desk is a cloud-based, AI-enhanced IT service management (ITSM) platform designed to expedite resolution times and bolster productivity.
The ITIL-ready platform provides modules for incident, problem, release, and change management and an effective Configuration Management Database (CMDB).
It incorporates IT asset management for thorough life cycle oversight of hardware, software, licenses, contracts, and more.
The service desk also offers automation for ticket classification, routing, and correlation, as well as self-service capabilities with a resourceful knowledge base.
Other features include a service catalog for cross-departmental processes, REST APIs, customizable reports, customer satisfaction scores, and service-level agreement management. Pricing begins at $39 per user per month.
Pros:
The AI capabilities significantly speed up resolution times.
It provides comprehensive ITIL-ready modules.
The software includes automation for ticket classification, routing, and correlation.
IT asset management features ultimately oversee hardware, software, licenses, and contracts.
REST APIs and integrations with various tools extend its functionality.
Cons:
The cost could escalate for large teams or when using premium features.
The software might be too complex for small businesses with straightforward needs.
Pricing:
Starts at $39/user/month
Visit Site
Go to SolarWinds's official website
14. Happyfox (Best Help Desk App if You Need Simplicity)
Why we chose it:
HappyFox, a California-based SaaS tool, is a feature-rich customer service platform for SMBs and large organizations.
Like other help desk applications, HappyFox provides all-in-one support, turning emails, calls, chats, social media, and customer inquiries into tickets.
HappyFox also includes live chat and chatbot options for real-time communication with website visitors. Its knowledge base and community forum builder allow customers to find solutions independently.
Pros:
Offers a broad suite of tools, including email ticketing, live chat, and a robust knowledge base.
Allows users to tailor the help desk to their specific needs.
Facilitates adherence to service agreements.
The AI assistant can streamline ticketing and provide advanced assistance.
The platform is intuitive and easy to navigate.
Cons:
Lacks call management features.
There's no free option.
Expensive monthly plans for unlimited agents.
Pricing:
Mighty, $29/agent/month, billed annually
Fantastic, $49/agent/month, billed annually
Enterprise, $69/agent/month, billed annually
Enterprise Plus, $89/agent/month, billed annually
Starter, $1,499/month, unlimited agents, billed annually
Growth, $1,999/month, unlimited agents, billed annually
Scale, $2,999/month, unlimited agents, billed annually
Scale Plus, $4,999/month, unlimited agents, billed annually
Visit Site
Go to HappyFox's official website
15. Microsoft Dynamics 365 (Great Help Desk Software for Microsoft Users)
Why we chose it:
Microsoft Dynamics 365's customer service module is an advanced customer support solution. It unifies customer interactions across various channels for a personalized service experience.
Its robust case management feature allows efficient tracking, managing, and resolution of support tickets, ensuring they're adequately prioritized and assigned.
An omnichannel engagement feature facilitates seamless customer interaction through their preferred channel, be it email, phone, chat, or social media.
The Microsoft help desk software also has a knowledge management system that empowers customers and agents to solve common issues. If you want to learn more about this solution, read our Microsoft Dynamics 365 review.
Pros:
Integrates well with other Microsoft products.
It offers comprehensive customer service across multiple platforms.
It leverages AI for automated insights and predictions.
It provides efficient tracking, prioritization, and assignment of support tickets.
Cons:
The platform can be overwhelming for beginners.
It can be expensive for small businesses.
Pricing:
Dynamics 365 Customer Service Professional, $50/user/month
Dynamics 365 Customer Service Enterprise, $95/user/month
Visit Site
Go to Microsoft Dynamics 365's official website
16. Vision Helpdesk (Multichannel Enterprise Ticketing System)
Why we chose it:
Vision Helpdesk is an enterprise help desk software offering cloud, on-premise, and satellite IT solutions since 2007. Its multichannel services include email, phone, live chat, social media, and custom tools via an API.
With SLA and escalation rule-based workflows, Vision Helpdesk promotes team collaboration through gamification and knowledge sharing. Features like customizable customer portals, mobile apps, and various billing tools complement its functionality.
Pricing begins at $12 per agent per month (annual billing) or a $200 one-time license fee, with a Pro version available at higher rates.
Pros:
Provides support across various channels.
It offers a customizable self-service customer portal.
Offers cloud, on-premise, and satellite IT options to choose from.
Comes with gamification features and knowledge-sharing capabilities.
Cons:
Costs can add up for larger teams.
Teams may need time to learn how to use the system effectively.
Pricing:
Starter Help Desk (SaaS), $12/agent/month, billed annually
Pro Help Desk (SaaS), $20/agent/month, billed annually
Satellite Help Desk (SaaS), $24/agent/month, billed annually
Pro Service Desk (SaaS), $32/agent/month, billed annually
Ent Service Desk (SaaS), $48/agent/month, billed annually
Starter Help Desk (On-premise, recurring), $8/agent/month, billed annually
Pro Help Desk (On-premise, recurring), $16/agent/month, billed annually
Satellite Help Desk (On-premise, recurring), $20/agent/month, billed annually
Pro Service Desk (On-premise, recurring), $24/agent/month, billed annually
Ent Service Desk (On-premise, recurring), $32/agent/month, billed annually
Starter Help Desk (On-premise, one-time license), $200/agent, billed annually
Pro Help Desk (On-premise, one-time license), $400/agent
Satellite Help Desk (On-premise, one-time license), $500/agent
Pro Service Desk (On-premise, one-time license), $600/agent
Ent Service Desk (On-premise, one-time license), $800/agent
Visit Site
Go to Vision Helpdesk's official website
17. Zendesk Sunshine (Highly Customizable Cloud Help Desk Software)
Why we chose it:
Zendesk Sunshine is a comprehensive, cloud-based ticketing system that operates as an open and flexible CRM platform. As a product of Zendesk, Sunshine is designed to provide businesses with a fully customizable and adaptable system for managing customer relationships.
With its powerful data collection and analysis tools, Sunshine allows businesses to gain a 360-degree view of their customers, enhancing their understanding and providing tailored support experiences.
Sunshine enables seamless integration with other Zendesk products and third-party applications, which makes it a versatile choice among cloud ticketing systems. Zendesk Sunshine is available with the Zendesk Suite plans.
Pros:
Open and flexible.
It seamlessly integrates with other Zendesk products and third-party applications.
Provides a 360-degree view of customers.
Scales easily with business growth.
Cons:
Its flexibility and extensive features can make Sunshine complex to set up and manage.
It might be expensive for small to medium-sized businesses.
Pricing:
Suite Team, $49/agent/month, billed annually
Suite Growth, $79/agent/month, billed annually
Suite Professional, $99/agent/month, billed annually
Suite Enterprise, $150/agent/month, billed annually
Suite Enterprise Plus, $215/agent/month, billed annually
Visit Site
Go to Zendesk Sunshine's official website
18. Zendesk Sell (Good Ticketing System for Sales Teams)
Why we chose it:
Zendesk Sell, a sales automation tool, integrates seamlessly with Zendesk Support, providing a unified platform for sales and support teams.
While not a ticketing system, Sell allows salespeople to view customer support history to better understand your customers. This results in personalized, informed support, enhancing sales processes and customer satisfaction.
For those interested in using this tool, we have a comprehensive Zendesk Sell review.
Pros:
Seamless integration with Zendesk Support.
Provides a comprehensive view of the customer.
Enhances customer experience by enabling personalized, informed interactions.
Automates data entry and sales tracking.
Cons:
It is not a standalone help desk and ticketing system; it requires Zendesk support for full functionality.
It might be too complex for smaller businesses with more straightforward needs.
Pricing:
Team, $19 user/month, billed annually
Growth, $49 user/month, billed annually
Professional, $99 user/month, billed annually
Enterprise, $150 user/month, billed annually
Visit Site
Go to Zendesk Sell's official website
19. RingCentral (UCaaS Solution With a Help Desk Function)
Why we chose it:
RingCentral's Omnichannel Contact Center is a comprehensive, cloud-based platform for customer engagement across multiple channels.
As a help desk and ticketing system, it facilitates efficient handling of customer queries, automates responses, and ensures quick issue resolution.
The platform includes real-time analytics for performance tracking, which makes it an effective tool for customer communication and support management.
Pros:
Efficiently manages customer interactions across various channels.
Automated responses streamline customer interactions.
Allows tracking and monitoring of team's performance and customer interactions.
Cons:
New users may find the platform challenging to navigate due to its feature-rich interface.
The extensive features necessitate a certain level of training for practical use.
Pricing is not publicly available.
Pricing:
Contact sales for pricing
Visit Site
Go to RingCentral's official website
20. Atera (Recommended IT Help Desk Software for Managed Service Providers)
Why we chose it:
Atera offers an intuitive, user-friendly help desk and ticketing system for IT departments' needs. It enables real-time communication with end-users through live chat, alongside efficient ticket management.
The software stands out with features like AI ticket tagging, which auto-categorizes and routes tickets based on specific keywords for speedy expert support.
Atera's system also includes advanced scheduling and automated reports, providing insights like user satisfaction, total tickets resolved, and average ticket duration.
Our Atera review has more information on the tool's features, pros, and cons, so make sure to give it a look.
Pros:
Atera's helpdesk is simple to use.
Its innovative system sends issues to the right experts.
It automatically creates reports that help improve how you help your customers.
Cons:
Sometimes, the smart system might not sort issues correctly, and you must fix it.
The mobile apps for iOS and Android are challenging to use.
Pricing:
Pro plan, $99/user/month, billed annually
Growth, $129/user/month, billed annually
Power, $169/user/month, billed annually
Visit Site
Go to Atera's official website
21. Team Support (Collaborative IT Help Desk Software for B2B)
Why we chose it:
TeamSupport is a support tool that helps customer service teams work together to solve customer problems faster. Its system automatically manages tickets to save you time on routine tasks.
The tool lets you connect information about customers and products, which helps different teams like engineering and support understand customers better.
TeamSupport works well with Microsoft Teams and Slack but also has a chat space for team conversations. Plus, it helps teams stick to their customer service promises with its unique features for managing service agreements.
Check out our TeamSupport review for more details.
Pros:
Integrates well with other tools like Microsoft Teams and Slack.
It can automate repetitive tasks.
It ties customer data and product information together.
Cons:
Some users find TeamSupport a bit complex initially.
The interface might not be as modern or visually appealing as other platforms.
Pricing:
Essential Support, $49/agent/month
Enterprise Support, $69/agent/month
Complete Customer Support Suite, $119/agent/month
Visit Site
Go to Team Support's official website
22. Intercom (Best Help Desk Software With Marketing and Sales Tools)
Why we chose it:
Intercom is a robust customer support software that enhances customer engagement and converts website visitors into customers.
It provides a comprehensive suite of tools, including interactive chatbots and automated bots, that help businesses deliver personalized customer experiences.
Not only does Intercom handle customer inquiries effectively, but it also plays a crucial role in customer acquisition and retention.
Pros:
Effective chatbot for 24/7 customer service.
Converts website visitors to customers.
Offers personalized customer engagement tools.
Cons:
Emphasis on chatbots may not suit all businesses.
It can be overwhelming for small businesses or startups.
Pricing:
Starter: starts at $74/month
Pro: custom pricing
Premium: custom pricing
Visit Site
Go to Intercom's official website
23. mHelpDesk (Top Option for Workshops and Service Providers)
Why we chose it:
mHelpDesk is a robust field service management software designed to supercharge the efficiency of service providers and workshops. It includes a ticketing feature that allows businesses to track service requests, manage jobs, and communicate with clients efficiently.
With its robust customer support help desk system, you can organize and manage tickets, provide updates, and respond to client queries promptly. Its field service focus also means it's particularly well suited to businesses that respond to customer issues in real-time across different locations.
Pros:
mHelpDesk is user-friendly with a straightforward interface.
Streamlines service requests and job management.
Field service providers can access it on the go.
Cons:
Limited ability to customize.
Some features may require time to master.
Pricing:
Pricing is not publicly available
Visit Site
Go to mHelpDesk's official website
24. Bitrix24 (CRM Helpdesk Ticketing System for Startups)
Why we chose it:
Bitrix24's Customer Contact Center is a comprehensive customer support solution offering a wide range of communication channels for customer interaction.
This platform integrates live chat, social media messaging, email, and telephony into a unified dashboard, making it easier to manage customer inquiries.
As explained in our Bitrix24 review, essential tools include a helpdesk and ticketing system, CRM integration, telephony services, and an array of automation options for streamlined service.
The system also supports collaboration and task management, allowing your team to work together more effectively. Its goal is to boost customer satisfaction while increasing efficiency in customer service workflows.
Pros:
It provides seamless integration with CRM.
Its numerous automation features help streamline service and increase productivity.
Facilitates team collaboration and task management for improved service delivery.
Cons:
There have been reports of occasional system slowdowns and bugs.
The more advanced features are only available in the higher-priced plans.
Pricing:
Free
Basic, $49/month for five users
Standard, $99/month for 50 users
Professional, $199/month for 100 users
Visit Site
Go to Bitrix24's official website
25. osTicket (Best Open Source Help Desk Software)
Why we chose it:
OsTicket is a leading open-source ticketing system that services over 5 million users and 15,000 businesses worldwide. It facilitates efficient ticket assignment and transfer, using APIs to route tickets from various sources.
The platform incorporates simple workflows, an auto-responder for personalized customer experience, and a user-friendly customer portal with a knowledge base. Fully compatible across operating systems, including Linux, osTicket exemplifies a well-structured helpdesk platform.
Pros:
osTicket is free and customizable to your business needs.
Easily assign, transfer, and manage tickets.
Automated responses using personalized information enhance customer experience.
The customer portal is easy to navigate and includes a comprehensive knowledge base.
The platform works across all operating systems, including Linux.
Cons:
Customization requires technical know-how.
Certain advanced features may be available only in the paid version.
Pricing:
Free plan
The cloud-hosted version starts at $9/user/month
Visit Site
Go to osTicket's official website
26. Snow ITSM Enhancer (Great Option if You Need ITSM Integrations)
Why we chose it:
The Snow ITSM Enhancer is designed to augment existing IT Service Management platforms.
Snow ITSM Enhancer bridges the gap between ITSM and IT Asset Management (ITAM) by directly providing detailed, real-time insights about hardware and software assets within your ITSM system. This includes data on software licensing, usage, hardware life cycles, and more.
By leveraging this information, IT service desk agents can resolve incidents faster, make more informed decisions, and optimize software spend. It's an invaluable tool for organizations seeking to elevate their ITSM capabilities and improve overall IT efficiency.
Pros:
Provides detailed, real-time insights about hardware and software assets directly within your ITSM system.
The additional asset information can help service desk agents resolve incidents faster and make more informed decisions.
You can prevent unnecessary software spending by having a clear view of software licensing and usage.
Seamlessly integrates with existing ITSM platforms.
Cons:
As an enhancer, it doesn't work as a standalone ITSM or help desk system.
The added layer of asset data can increase complexity and may require additional training for IT service desk agents.
Pricing:
Public pricing is not available
Visit Site
Go to Snow ITSM Enhancer's official website
Which of These Help Desk Tools or Support Tickets Software Solutions is Best for Me? Our Conclusion
Choosing the best IT support ticket system or help desk ticket software largely depends on your unique business needs, budget, and preferences. While we've chosen Zendesk for Service as the top pick overall due to its robust feature set, ease of use, and cost-effective plans, it doesn't imply it's the universal fit for all.
If you're seeking alternatives, both Freshworks products offer powerful functionalities that stand toe-to-toe with Zendesk. But, to find out which is more suitable for your team, check out our Freshdesk vs Freshservice comparison.
SMBs might find HubSpot's features more tailored to their scale and scope, while freelancers and solo entrepreneurs might gravitate towards LiveAgent for its affordability and simplicity. For agile teams, Jira's project management-centric approach to ticketing might be the perfect match.
Remember, the effectiveness of customer service desks isn't solely about the software you use but about how well it aligns with your business objectives and enhances your customer service strategy. Consider your team's workflow, the complexity of the issues you handle, and your customers' expectations when deciding on a help desk solution.
Help Desk Software FAQs
What is Help Desk Software?
Help desk software, also known as service desk software, is a platform designed to streamline customer support and service interactions. It acts as a central hub for all service requests, issues, and inquiries, enabling teams to efficiently manage, prioritize, and resolve them.
What is Help Desk Software Used for?
Help desk software is a multi-faceted tool. It's used for streamlining customer support by allowing agents to manage all inquiries and issues efficiently through ticketing, workflows, and self-service options. It can also boost agent productivity by helping them prioritize tasks, collaborate effectively, and access resources easily for faster resolution.
With help desk software, teams can gain valuable insights by analyzing data and reports to identify trends, track performance, and make informed decisions. Last but not least, you can identify areas for improvement, measure progress, and ensure consistent and high-quality service with this type of software.
Why Use Help Desk Software?
In today's competitive landscape, excellent customer service is paramount. Help desk software offers a powerful toolkit to achieve this. This software can boost your team's efficiency, enhance customer experience, and help you make informed decisions. Here are more details on why companies should use help desk software:
Boosting efficiency: Organize requests, automate tasks, and collaborate seamlessly, ultimately saving time and resources.
Enhancing customer experience: Offer self-service options, provide timely updates, and personalize communication for greater satisfaction.
Improving agent performance: Equip agents with the right tools and insights to resolve issues quickly and effectively.
Empowering informed decisions: Analyze key metrics and track performance to identify areas for improvement and optimize service delivery.
Scaling with your business: Adapt to changing needs and grow efficiently with flexible software solutions.
What is a CRM Help Desk?
A CRM Help Desk blends CRM and help desk software to manage all customer interactions. It combines customer data with a ticketing system, knowledge base, and collaboration tools to personalize support, streamline workflows, and gain valuable insights.
This type of software is ideal for businesses with a large customer base, complex interactions, or a desire to improve customer experience and optimize support operations.
What Makes a Good Help Desk Software?
A genuinely excellent help desk software should help you streamline workflows by allowing you to organize tickets, automate tasks, and empower collaboration for boosted efficiency. It should also authorize your agents by providing insightful data and tools to solve issues quickly, increasing productivity and morale. A good help desk software should also:
Adapt and grow: Be flexible and scalable to accommodate your changing needs and business growth.
Offer valuable insights: Track key metrics and provide insightful reports to optimize service delivery and make informed decisions.
By focusing on these critical elements, you can ensure your help desk software is not just a tool but a strategic partner in your customer service success.
How to Choose Help Desk Software?
Choosing the right help desk software requires careful consideration. Start by defining your specific needs and priorities. Evaluate different software features, including ticketing systems, knowledge base capabilities, and reporting tools. Consider integrations with other software you use and ensure the software is scalable for future growth.
Research user reviews and compare pricing plans to find the best value for your needs. Don't hesitate to request demos and free trials to test the software firsthand and ensure it fits your team and customers perfectly.
What Are Some Help Desk Ticketing Software?
Exploring the best help desk ticketing software, we find Zendesk for Service leading the pack with its comprehensive features. Zoho Desk shines for small businesses, while Freshdesk and Freshservice cater to specific CRM and ITSM needs. Hubspot Service Hub is a favorite among SMBs.
For individuals like freelancers, LiveAgent is a go-to choice. Larger IT departments gravitate towards ServiceNow, and agile teams find Jira Service Management fitting. On the affordability front, Kayako and HelpScout are notable picks.