Long-term success depends on offering excellent customer service. Help desk software is the base for handling client inquiries, optimizing processes, and guaranteeing effective communication. Selecting the best help desk solution is necessary for satisfying the varied needs of businesses, whether they are related to IT support, ticket management, or customer service.
This article analyzes leading solutions, examines the reasons why help desk software is important for businesses, and assists you in choosing the best help desk software for your specific needs.
Editorial Note:
- ControlHippo has researched the top help desk software from sources across the web. This list is unbiased and not influenced by partnerships.
Why Is Help Desk Software Essential For Customer Service In Modern Businesses?
According to industry research from Gartner and Forrester, customer satisfaction is directly tied to how efficiently businesses can respond to and manage customer inquiries. Help desk software centralizes all customer interactions, including follow-up tasks and troubleshooting requests, ensuring that no issue is missed.
The software helps customer service representatives prioritize urgent requests, automate repetitive tasks, and track problems from start to finish.
Additionally, the reporting and automation features of help desk systems provide useful data about client behavior and possible areas for service improvement. Help desk software essentially increases client loyalty, simplifies operations, and improves efficiency.
Help Desk Software Comparison Table
Important Notice for Readers
Through thorough research and evaluation, we compiled a list of the top help desk software solutions based on usability, customer satisfaction, and features. We referenced user reviews from trusted platforms such as Capterra, G2, and SoftwareAdvice, focusing on factors like:
- Features
- User-friendliness
- Customer support
- Pricing transparency
- Integration with third-party business tools
Below is a comparison table of help desk software options, highlighting their best use cases, key features, and starting prices to help you make an informed decision:
| Software | Best For | Features | Pricing | User Ratings |
|---|---|---|---|---|
| ControlHippo | Small to mid-sized organizations | Ticket management, Multichannel assistance, Workflow automation | Starting from $20/user/month | 4.7/5 on G2 |
| Zendesk | Large businesses | AI-powered chatbots, Self-service options, Advanced Analytics | Starting from $55/agent/month | 4.4/5 on Capterra |
| Freshdesk | Companies handling client inquiries | Automated routing, Call logging, Campaign management | Starting from a free plan | 4.4/5 on G2 |
| Zoho Desk | Startups and SMEs | AI-powered assistants, Customizable workflows, Advanced analytics | Starting from a free plan | 4.5/5 on Capterra |
| ServiceNow | Large enterprises | AI-driven workflows, Incident management, Workflow management | Starting from a free plan | 4.3/5 on G2 |
| Salesforce Service Cloud | Businesses needing CRM integration | Customizable branding, Email tracking, Lead management | Starting from $25/user/month | 4.4/5 on Capterra |
| HubSpot Service Hub | Small to medium-sized enterprises | Live chat, Ticket management, Engagement tracking | Starting from $15/month/seat | 4.4/5 on G2 |
| Kayako | Teams prioritizing collaboration | Multichannel assistance, Real-time collaboration | Starting from $39/agent/month | 4/5 on Capterra |
| Jira Service Management | IT teams and developers | Incident management, Customizable workflows, Performance metrics | Starting from a free plan | 4.2/5 on G2 |
| Spiceworks Help Desk | Small businesses | Ticket management, Network monitoring, Reporting tools | Starting from $0 | 4.4/5 on Capterra |
10 Best Help Desk Software Solutions By Category
The following list breaks down the best help desk software solutions based on specific categories, helping businesses find the right fit for their unique needs. Let’s take a look.
Customer Service Help Desk Software
With features like ticket management, multichannel assistance, and automated responses, customer service help desk software aims to improve communication between companies and their clients. By assuring prompt issue resolution and effective customer inquiry management, these solutions assist companies in improving customer satisfaction.
1. ControlHippo
ControlHippo is an omnichannel communication platform designed for small to mid-sized organizations that need to handle a large number of consumer requests across multiple channels.
ControlHippo offers workflow automation that frees up customer support professionals to concentrate on complex issues by automating repetitive processes like ticket assignment and categorization. Additionally, its reporting capabilities assist companies in tracking performance and gradually improving service.
Key Features
- Multiple users access
- Analytics
- Live chat
- Workflow automation
- Inbox management
Pros
- Efficient management of multiple WhatsApp accounts in one place.
- Quick responses to custom requests, prioritizing client needs.
- Easy connections with various applications streamline workflows.
Cons
- Occasional lags in page loading and customer support delays.
- New users may need time to master the platform's extensive features.
Pricing
- Bronze: $20/per user/per month
- Silver: $28/per user/per month
- Gold: custom pricing
- 10-day free trial
*Pricing accurate as of: 24-10-2024
2. Zendesk
Zendesk is a well-liked customer support help desk program for big businesses, and it is well-known for its scalability and strong automation. AI-powered chatbots, consumer self-service alternatives (including a knowledge base), and advanced analytics for understanding user behavior are just a few of its many features.
Zendesk is a very adaptable solution due to its omnichannel features, which let companies communicate with clients via phone, email, live chat, social media, and more.
Key Features
- Call center management
- Call logging
- Customer management
- Self service portal
- Customer segmentation
- Email tracking
Pros
- Zendesk adapts easily to business needs with customizable fields and automations.
- It integrates well with support emails and systems like Google Suite.
- Responsive support and analytics help improve service and track performance.
Cons
- Advanced features may require IT help and can be costly for smaller companies.
- The mobile app can be slow and less efficient.
Pricing
- Suite Team: $55/per agent/month
- Suite Growth: $89/per agent/month
- Suite Professional: $115/per agent/ month
- Suite Enterprise: custom pricing
- 14-day free trial
Ticketing Help Desk Software
The purpose of help desk ticketing software is to manage and arrange customer requests, or “tickets.” Businesses that must manage high amounts of queries and make sure each one is tracked through to resolution need these solutions.
3. Freshdesk
Freshdesk, one of the top brands in ticketing help desk software, is ideal for companies that need to handle client inquiries across several channels on a single platform. Its user-friendly ticketing system makes it simple to assign tickets to the relevant team members, track them, and prioritize them.
Additionally, Freshdesk provides automation to get rid of repetitive duties, which can improve customer satisfaction and resolution times. This software is a flexible option for expanding businesses as it interfaces with a variety of different business tools.
Key Features
- Automated routing
- Call logging
- Campaign management
- Customizable branding
- Contact management
Pros
- Easy navigation and efficient ticket management enhance customer query handling.
- Powerful automation tools reduce manual workload by streamlining ticket routing.
- Highly customizable and easily integrated with various applications.
Cons
- Interaction reports can only be downloaded for 24 hours, though daily email automation helps.
- Recent changes have made accessing key data and raw exports more complicated.
Pricing
- Free plan
- Growth: ?999/agent/month
- Pro: ?3599/agent/month
- Enterprise: ?5699/agent/month
- 14-day free trial
4. Zoho Desk
For startups and small to medium-sized enterprises, Zoho Desk offers complete ticketing help desk software. It has AI-powered assistants that help customer care representatives answer questions more quickly and precisely.
Due to the platform’s flexibility, companies can modify workflows to fit their unique processes. Additionally, Zoho Desk provides advanced analytics and reporting to assist companies in continuously improving their customer support operations.
Key Features
- Account management
- Computer telephony management
- Asset management
- Automated routing
- Customer complaint tracking
Pros
- Clean, intuitive interface with dark mode, even in the free version.
- Flexible ticket fields and workflows for varied business needs.
- Smooth integration with other Zoho products.
Cons
- Workflow customization can be complex for non-technical users.
- The mobile app lacks key features compared to the desktop version.
Pricing
- Free plan
- Standard: ?800/user/month
- Professional: ?1400/user/month
- Enterprise: ?2400/user/month
- 15-day free trial
Enterprise Help Desk Software
Enterprise help desk software offers advanced features like AI-driven workflows, substantial automation, and thorough reporting for big businesses with complex customer care requirements. In addition to integrating with other enterprise systems, like CRM and ERP platforms, these systems are made to manage an extensive number of client interactions.
5. ServiceNow
For businesses that require high levels of flexibility, support requests, and advanced capabilities, this is an excellent choice. Strong automation solutions from ServiceNow assist companies in managing complex processes like tracking client requests and managing incidents.
Its AI-powered processes increase efficiency by automating ticket assignment and resolution. Due to its features, ServiceNow is ideal for big businesses that need to handle customer care on a broad scale.
Key Features
- Cost management
- Automated routing
- Employee management
- Workflow management
- Status tracking
Pros
- Follows ITIL standards while allowing extensive customization.
- Supports service management and software development with minimal customization, with plugins and API spokes.
- Flexible licensing and easy-to-use dashboards for non-technical users.
Cons
- Complex to implement and adopt fully, requiring significant training.
- License and service fees can be high, especially for smaller organizations.
Pricing
- Free plan
- Essentials: $10/user/month
- Standard: $25/user/month
- Enterprise: $50/user/month
- Premier: $100/user/month
- Free trial available
6. Salesforce Service Cloud
Salesforce Service Cloud, which is integrated with Salesforce’s top CRM platform, gives businesses a unique advantage by combining help desk service and customer relationship management functions into a single, continuous solution.
For companies that value individualized customer care and need to use client information from their CRM to provide customized solutions, it’s a great choice. Additionally, Salesforce Service Cloud provides AI-powered solutions, like Einstein AI, to improve service agent productivity and automate processes.
Key Features
- Customizable branding
- Email tracking
- Lead management
- Queue management
- Territory management
Pros
- Any team member can access case details, ensuring quick, seamless support.
- Service techs can update information on the spot, improving response time.
- Service Cloud tracks actions, preventing confusion over who handled each case.
Cons
- It takes time for new users to become proficient.
- Regular interaction is required to fully master the system.
Pricing
- Starter: $25/user/month
- Service Professional: $80/user/month
- Enterprise: $165/user/month
- Unlimited CRM power: $330/user/month
- 30-day free trial
Cloud-Based Help Desk Software
With the help of cloud-based help desk software, companies can handle all aspects of customer service operations online, which has benefits like scalability, accessibility from any place, and cheaper initial expenses. For companies seeking flexibility and simple implementation without requiring a significant IT infrastructure, these tools are excellent.
7. HubSpot Service Hub
HubSpot offers a wider range of business tools, including this cloud-based solution. With features like live chat, ticket management, and reporting, it’s a fantastic choice for small and medium-sized enterprises. By easily integrating with HubSpot’s CRM, HubSpot Service Hub enables companies to provide more individualized customer care by using extensive customer data. This service desk system is a good long-term solution because it is cloud-based and can readily scale as a business expands.
Key Features
- Communication management
- Calendar management
- Engagement tracking
- Support ticket management
- Inbox management
Pros
- Service Hub streamlines all customer service needs in one platform.
- It integrates well with other HubSpot tools, making it easy for agents to use.
- Access to knowledge bases ensures uniform support, and the team is dedicated to thorough issue resolution.
Cons
- The lack of branding options for surveys may hinder personalization.
- The absence of video guides makes it harder for some users to follow instructions.
Pricing
- Service Starter Hub: starts at $15/month/seat
- Starter Customer Platform: starts at $15/month/seat
- Service Hub Professional: starts at $90/month/seat
- Service Hub Enterprise: starts at $150/month/seat
- 14-day free trial
8. Kayako
Kayako provides a compiled dashboard that combines all customer interactions in one location for teams that prioritize collaboration. It makes it possible for service professionals to collaborate in real-time, which guarantees improved teamwork and quicker ticket resolution.
Additionally, Kayako provides multichannel assistance, which enables companies to handle client communications via live chat, social media, email, and other channels. As it is cloud-based help desk software, teams working remotely or in different locations can use it from anywhere.
Key Features
- Email management
- Help desk management
- Role-based permissions
- Service level agreement management
- Performance metrics
Pros
- Easy ticket assignment and smooth inter-department changes enhance workflow.
- Adding follow-up notes directly to tickets eliminates separate updates.
- Lightweight interface and fast loading times improve navigation.
Cons
- Lack of an auto-refresh feature for new tickets can be frustrating.
- Significant price increases without notification have caused dissatisfaction.
Pricing
- Essential: $39/agent/month
- Professional: $99/agent/month
- Enterprise: custom pricing
- 14-day free trial
Internal Help Desk Software (IT Focused)
IT help desk software is made especially to assist internal teams—usually IT departments—in handling technological problems inside an organization. In addition to guaranteeing adherence to IT service management frameworks like ITIL, these technologies assist in managing demands like as password resets, system outages, and technical troubleshooting.
9. Jira Service Management
One of the most widely used IT help desk software programs, especially for software developers and IT teams, is Jira Service Management, which Atlassian created. With complete ITIL compliance, this customer service software offers extensive functionality for handling incidents, service requests, and modifications.
Jira’s robust ticketing system is perfect for IT teams that need to work together across development and operations as it interfaces with other applications like Confluence and Bitbucket. Its reporting capabilities and workflow automation guarantee prompt and effective problem-solving.
Key Features
- Availability management
- Customizable branding
- Incident management
- Problem management
- Performance metrics
Pros
- Users can create tailored workflows using the built-in designer for better efficiency.
- Supports numerous add-ons and integrates well with third-party software like SAP and GitLab.
- Offers a straightforward interface for easy project navigation and task management.
Cons
- Extensive features can complicate setup and lead to challenges in customer support.
- Not very intuitive for non-technical users, making it harder to manage multiple projects effectively.
Pricing
- Free plan
- Standard: $19.04/agent/month
- Premium: $47.82/agent/month
- Enterprise: custom pricing
- 14-day free trial
10. Spiceworks Help Desk
Spiceworks is a free choice for support teams that offers easily accessible IT help desk software for small businesses with a focus on internal ticketing management and network monitoring.
Although it is free, it has many features that are similar to those of expensive solutions, like reporting tools, user portals, and configurable ticket forms. For small IT teams who demand reliable tools without the significant financial outlay necessary for other enterprise-level solutions, Spiceworks is ideal.
Key Features
- Bandwidth monitoring
- Knowledge base management
- License management
- Root cause analysis
- Web traffic reporting
Pros
- The platform offers easy integration and implementation.
- It provides efficient ticket submission, tracking, and collaboration features, making it ideal for daily use in small businesses.
- The robust reporting feature helps gain insights into support operations, enhancing decision-making.
Cons
- The search engine can be difficult to navigate due to complicated filter settings.
- The initial configuration requires significant time investment.
Pricing
- Individual plan:$0
- Team plan: $0
- Enterprise plan: $0
- Custom plan: $0
How to Choose the Right Help Desk Software for Your Business?
Take into account the following factors while choosing the best help desk software for your company:
- Business size: While larger companies may require modern technologies like AI and automation, smaller businesses may profit from free or inexpensive solutions.
- Industry requirements: Whether it’s support tickets, IT, or exceptional customer support, pick the software that best suits your company’s requirements.
- Scalability: As your company expands, be sure the support desk software can grow with it.
- Integrations: The program should easily interface with current technologies, particularly project management or CRM programs.
- Usability: Time to value is shortened by user-friendly interfaces and quick onboarding.
Conclusion: The Future Of Help Desk Software In Customer Support
To satisfy consumers’ increasing demands, help desk software will continue to evolve with an emphasis on automation, AI-driven analytics, and omnichannel support. Personalized, effective support is becoming increasingly important to businesses, which will drive demand for flexible, scalable help desk solutions.
Investing in the right help desk software is essential for future customer loyalty and competition, regardless of the size of your company.
To thrive in the future, businesses must prioritize exceptional customer service. Help desk software will evolve with AI and automation, transforming how we support customers and build loyalty.
Amit ChainaniSelecting the best help desk software involves more than simply performance; it also involves matching the program to your business processes. Integration and personalization are crucial factors.
Aman KakdeUpdated : October 24, 2024
Priya Naha is a skilled technical content writer with a specialization in business communication and omnichannel communication platforms. Her expertise lies in translating complex concepts into clear, engaging content that resonates with diverse audiences. Focused on business communication solutions, Priya excels in delivering informative and practical insights through her writing.
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