When you are just starting your business, you can easily handle customer issues or requests, however, as your business grows, handling both internal and external issues becomes a daunting task. Such an unfavorable situation amplifies the necessity of having integrated help desk software.
We have compiled the top 20 help desk software with reviews, so if you’re searching for the perfect software to kickstart your support operations, look no further. We have listed the top 20 help desk software below. But before we start, let’s explain what help desk software means for those of you who are new to it.
What Is Help Desk Software?
Help desk software is a popular business application that organizes all incoming customer communications in a single platform. Help desk managers can keep a check on customer queries and monitor support agents’ performance. With features like canned responses, parent-child ticketing, shared inboxes, reports, and much more, the top help desk software solutions make customer support easy and fun.
Help desk software is used to organize customer inquires. With a built-in ticketing system, customer service representatives and technical support workers can manage and respond to issues as they arise. A help desk can be used within a company to serve employees, or as a tool to help customers.
What Is The Difference Between A Service Desk And A Help Desk?
The two are fairly similar but differ in important ways. The help desk is designed to quickly attend to and resolve the end user’s needs, technical issues, and incidents that arise. The service desk is designed for cross-organizational needs, attending to the needs of the business instead of the immediate needs of the end user.
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What Is A Helpdesk Ticketing System?
This is an IT ticketing system that generates a “ticket” when someone registers an inquiry or a technical issue through the helpdesk portal. This ticket can then be used to gather information and update the customer or employee regarding the status of their inquiry.
20 Best Help Desk Software For Small Business In 2022
Zendesk is a go-to help desk solution with a suite of products that work together to help you leverage the quality of your customer support. Its intuitive interface and responsive design allow you to easily deploy the system in your workflows. It supports email, live chat, social media, phone, and SMS. It also allows for effective collaboration, letting your agents solve issues efficiently and be more productive.
There’s a wide range of processes you can streamline with the software. For instance, if you have frequent customer inquiries that are constantly recurring, your agents can create standard replies by developing their own macros.
Users can also see a personalized view of their queue according to conditions such as ticket status, group, and assignee. It also enables empowers your customers and agents to utilize available resources for self-service such as knowledge base (KB), customer portal, help center, and online community.
Zendesk has various plans available for small businesses like yours. You may choose from products such as a knowledge base, call center, and live chat that are available for free and affordable premium plans.
Freshdesk is a leading help desk software solution for small businesses. Its robust software is packed with vital and advanced features for your customer support service at a cost-effective, scalable price. Some of its key features include ticketing, self-service, automation, customization, collaboration, reporting and analytics, and a multichannel helpdesk.
The product is intuitive and easy to use. Hence, you and your help desk team won’t have to spend much time learning how to navigate around the platform, and you can immediately utilize the solution. Its plans are great for small businesses as they are scalable to meet business demands as it grows. It even offers a free plan for an unlimited number of agents with basic customer support features. To know if it fits your requirements, you can sign up for a 21-day free trial to test drive the software and experience its features firsthand without commitment.
An area where Freshdesk excels is its dashboards. It gives you complete visibility and access to your contacts, tickets, reports, and forums, among others. Tickets that are unresolved, unassigned, due, on hold, and open are easily visible from the dashboard so you can ensure your team won’t overlook any tickets and requests. All conversations are tracked in a single place, and all support-related communications are centralized so your team can resolve issues together and increase productivity.
Freshdesk now has a sandbox that generates a testing venue to allow admins to securely try new settings and functionalities within the app without affecting any customer or agent. The new Freshdesk audit log keeps you informed about what’s happening in your support desk and allows you to easily keep track of important changes in the desk. It also has a social signals feature, which uses AI that scours the internet searching for relevant tweets for your support team, as well as a “to-do” list to remind you and your team of customer call-backs and other important tasks.
SysAid is a help desk and IT service management solution that combines asset management, automation, and business intelligence in one platform. It offers all the essential tools you’ll need to manage your IT support—ticket management, chat system, industry benchmarking, IT asset management, and more. It also has a self-service portal where end users can submit tickets, check IT announcements, request services, and access the knowledge base by themselves.
Another notable feature is Sysaid’s automation feature. With it, manual and repetitive tasks are automated, reducing the amount of workload of your service desk agents and allowing them to focus on more productive tasks.
Moreover, Sysaid lets you customize incident forms for more detailed reports. For instance, you can detail to your IT team the urgency of the issue. For common issues, you can use a pre-populated service record template or load it depending on the category indicated in the ticket.
Salesforce Service Cloud is Salesforce’s answer to the customer support concerns of businesses of all sizes, including small businesses. This software offers a plethora of functionalities for helping you manage everything from tracking support requests to routing inquiries. It consolidates service requests from multiple channels in one convenient location so you can sort, queue, and accommodate them more efficiently. Moreover, it has great contact management tools that will help you improve important customer support team metrics and KPIs.
What makes Salesforce Service Cloud really stand out is its simplicity. Setting it up is a straightforward process as you can use it straight out-of-the-box. Learning to use it is also easy, thanks to Trailhead, the official Salesforce online learning experience platform, which has Service Cloud modules. This app is also scalable, making it an ideal solution to accompany you on your journey as you expand your small business later on. Its Einstein AI comes in handy in automating many of your repetitive processes, enabling you to finish more tasks in a shorter time and focus on more critical aspects of your business.
This comprehensive solution also equips you with tools for case management, process automation, omnichannel routing, analytics, call center management, and telephony integration. More importantly, it also allows users to create self-service portals for them to utilize. For pricing, the vendor currently offers three plans that can support small teams to enterprise users.
Freshservice is a service desk built for IT support. Teams can easily use the system as its UI is intuitive and modern. Hence, minimal training is required. It is also customizable to the needs of IT and non-IT support. The multi-channel support automates tasks and handles support issues raised from various channels such as email, phone, chat, in-person, or self-service portals. It’s packed with features, such as incident management, asset management, service catalog, reporting, integrations, and gamification.
For support staff on the road, they can provide support with its mobile service desk app for Android and iOS devices. The plans for Freshservice are suitable for small businesses as it’s available for small and growing teams. You may even use its free plan if you have up to 3 agents and 100 end users.
Thanks to recent enhancements, users can now use APIs to create, list, view, delete, and update locations. In its project management function, all-time entries will now be monitored in the task activities of a project. In asset management, group-level access controls can now be performed. For instance, asset management can allocate assets to groups, while agents who are part of the corresponding group are the only ones with the permission to view or change these assets. Support for several new regions for Amazon Web Services (AWS) integration is now possible, including for Seoul, Ohio, Mumbai, Beijing, and Ningxia.
6. Zoho Desk
Zoho Desk is a context-aware help desk system that provides solutions for customers, agents, and managers. Customers get a timely response in an accessible channel. Agents have the right tools to increase productivity and provide quality support. Managers receive data-driven information for making informed decisions. Additionally, it automates redundant tasks so your team can focus on high-priority tasks.
It crunches performance metrics effectively to help you identify patterns and trends in your team. This helps you develop strategic improvements for better performance. With key features, including a multi-brand help center, multi-channel support, contract management, multi-department management, and role-based control, among others, this app is a robust solution for the help desk processes of small businesses. It’s also priced on a per-agent basis. It even starts with a free plan for up to three agents.
Zia, an enhanced, context-driven AI, is a new Zoho Desk offering that provides several critical support functions like anomaly recognition and sentiment evaluation. Zia also works in tandem with ASAP, Zoho Desk’s self-service tool, by guiding customers as they search for solutions. Zoho also recently launched a new process management tool called Blueprint to help your agents easily create processes to allow for more efficient, stable, and reliable customer experiences.
7. Wix Answers
Wix Answers is an all-in-one help desk platform that is packed with smart tools like a multi-channel ticketing system, built-in call center, knowledge base, and other features that you need to provide efficient and timely customer support, all for free. Because all its functionalities are already integrated within the industry-leading Wix infrastructure, you can be sure that you’ll be able to deploy the correct and timely help desk solution that you need, and even much more.
Just like when building a Wix website, setting up your own Wix Answers help desk is easy and can be completed in a few minutes, even for non-tech users. Once you’ve chosen a template, you need to customize its features to match your brand, integrate the needed articles, publish it, and you have an elegant and functional help desk of your own, without costing you a dime.
Wix Answers’ knowledge base tool allows you to readily build and manage guides, product information, FAQs, and other library assets. Its multi-channel support ticket system enables you to easily handle customer concerns and achieve quick issue resolutions. You can even embed a widget in any area within your help desk portal so that your customers can self-serve themselves when searching for answers to their questions at their own convenience.
Wix Answers is also very flexible and scalable to suit your specific needs. It recently added the capability for help desk agents and support staff to open tickets on behalf of their clients. This innovative feature allows your team to assume a more proactive role in resolving actual issues that have emerged even when your customers have not communicated them directly to you and your team. Being able to solve an issue before it affects your customers does not only help you reduce the number of tickets, it also helps you increase customer satisfaction.
8. HubSpot Service Hub
HubSpot Service Hub provides the tools necessary for a more organized, efficient, and frictionless customer service. It is a complete business suite that offers built-in automation and reporting features, allowing you to turn customer chat and emails into tickets. The software lets you organize, prioritize, track, and resolve your tickets.
With powerful customer service tools, HubSpot Service Hub helps you connect with your prospects and turn them into loyal customers. One particularly handy feature is the conversations inbox, which turns your email inboxes, live chat, forms, and social media conversations into tickets and places them in one universal inbox.
Atera is an easy-to-use, all-in-one help desk suite designed to help IT professionals and managed service providers address their remote monitoring and management and professional services automation needs. Along with its intuitive ticketing, billing, and reporting functionalities, Atera enables you to closely collaborate with your clients and take care of their concerns without any difficulty.
As a complete IT management platform, you can have total control over the entire gamut of your business. Atera allows you to remotely manage and monitor the IT infrastructures of your SMB clients, automate their systems, and resolve their problems as they emerge, which enables cost-savings and prevents them from getting worse.
10. NICE inContact CXone
NICE inContact CXone is a leading customer experience platform that helps contact centers provide excellent customer experiences throughout the customer journey. This cloud-based solution helps businesses build seamless customer experiences for better customer satisfaction. NICE inContact CXone can be used not only for business process outsourcing but also for retail, healthcare, nonprofit organizations, and more.
The open cloud platform of CXone consists of multiple components. Its digital self-service component features conversational AI and chatbots that can serve as 24/7 virtual agents. Meanwhile, the journey orchestration product helps agents provide personalized service to customers based on their history, context, behavior type, and more.
Vtenex is a CRM software with help desk capabilities that helps businesses combine their CRM with marketing, sales, and after-sales in one platform. With vtenext, businesses can efficiently collect leads, manage business processes, and automate service processes. vtenext can be used by businesses of all sizes and can be used in various industries, including energy, engineering, pharmaceutical, and more.
One of the main features of vtenext is its marketing capabilities that allow users to create campaigns and manage leads. Customers can be confident in the way the vendor processes their data as the solution is compliant with General Data Protection Regulation. Most importantly, the CRM component of the solution can provide omnichannel support to customers. In this way, teams can assist customers whether they send it from their website, mail, phone, or other channels. With the solution, they can route the request to the appropriate department and coordinate with others for its prompt resolution.
The developers of vtenext see to it that not only external customers are taken care of, but also internal customers. With its human resources management capabilities, users can manage employee data, create custom training plans, and facilitate onboarding. And with its open-source framework, it can be easily integrated with other solutions.
Velaro is a live chat performance management that allows businesses of all sizes to improve the customers connect with them. This Software as a Service solution lets you configure and tailor your live chat or bots to your unique needs. With Velaro, customers can engage with customers better within a secure computing environment. This flexible solution can be adapted to the needs of different industries.
13. InvGate Service Desk
InvGate Service Desk is an ITSM, help desk, and ticketing software that enables IT teams to deliver outstanding customer support. The solution is targeted towards global IT teams and has three main product lines: Service Desk, Insight, and Assets. With InvGate Service Desk, teams can enjoy streamlined IT support, complete visibility into their service desk, and allowing help agents focus on critical tickets.
At the heart of the solution is its Service Desk product, which has capabilities for analytics, ticketing, workflow automation, and more. For one, service desk analytics gives IT staff real-time performance data and the ability to analyze more than 150 built-in metrics. Teams can get a complete view of their operational performance from an easily understandable dashboard. On the other hand, its ticket management system lets users apply varying service levels so they can better prioritize service requests.
Vivantio is a service management solution for IT teams and B2B enterprises that helps teams deliver outstanding customer service. This highly configurable solution gives them the tools they need to simplify service operations, optimize their services, and deliver value to the organization. With Vivantio, users can take care of the concerns of internal and external customers alike from one easy-to-use platform.
15. VCC Live
VCC Live is a cloud-based contact center software that helps teams and agents perform to the best of their capabilities. This customizable solution steers your contact center to success by giving you a platform to engage with customers from multiple channels, be it voice, email, chat, or SMS. Customers who use VCC Live have reported enjoying smoother workflows, increased efficiency, and savings in terms of time and money.
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Cayzu is a help desk portal that lets you easily manage all your support inquiries. Using automation, it streamlines your workflows such as redirecting emails with specific subject or descriptions to the right agent and labeling it with high priority—for instance, billing. It also ensures all tickets are active by automatically following up customers who don’t reply to your email and closing the ticket if there’s still no response within a certain number of days.
The software lets you utilize multiple channels for support, whether from your website, email, and social media sites, among others. While not as robust as the other products mentioned, it’s among the most affordable products in the niche that contains the necessary features for a small business’ virtual helpdesk. It has five plans packed with different features that fit your needs, and they’re priced based on the number of your agents.
17. JitBit Helpdesk
JitBit Helpdesk is a software that’s offered in a hosted version and an on-premise version for small and growing businesses. It is quick to set up so you can immediately start processing support tickets, especially in the cloud-hosted version. The ticketing system has an if this then that (IFTTT ) engine that lets you automate tasks with Automation Rules. These include enabling you to send automatic replies, setting due dates, assigning tickets to technicians, and sending HTTP requests to third-party servers. All this saves time for your team to focus on providing quality customer support.
It also has a team mailbox for collaboration, canned responses and knowledge base, and integrations. JitBit Helpdesk offers plans for its two implementation models that cater to freelancers, startups, and small businesses, which are priced on the total amount of monthly payments, not per user. It’s also scalable as it supports the needs of large companies and enterprises.
18. ManageEngine Service Desk
For businesses that need an IT help desk software, ManageEngine Service Desk is a robust choice. It’s equipped with key features such as integrations with IT management apps, ITSM workflows, automation, reporting capabilities, codeless customization, and cloud or on-premise implementation models. It also has push notifications and ticket progress tracking to ensure you’re on top of your tickets.
It’s available in flexible plans from which you can start from its Standard plan for the help desk module only and upgrade as soon as you need to scale. This already includes incident management, self-service portal, knowledge based, multi-site support, SLA management, and help desk reports. Known for having an easy-to-use interface, you can immediately get the software up and running and start using its features.
LiveAgent is a help desk solution built for small businesses. It’s equipped with essential solutions, such as ticketing, live chat, phone, social, and support portal. It transforms all your communications into tickets for a more organized and streamlined process of managing your customer support requests. The main products of LiveAgent are packed with tools and features that help you sort and keep up with your customer requests from various channels.
It is available in three SMB-friendly plans that are scalable according to the type of support you want to use, starting from basic tickets and live chat to all-inclusive, full-featured packages. Aside from the cloud-based deployment, you can also purchase the downloadable license for a one-time fee and install it on your server. These options give you access to its robust ticket distribution processes where you collect the information from your customers and route it to the right support representatives.
20. Hipporello Service Desk
Hipporello Service Desk is a service desk solution that allows users to create customer requests from Trello boards. This straightforward yet robust solution helps service teams to be more productive and manage customer service from one centralized hub. Ideal users of the software are IT, support, and business teams.
Here are examples of top help desk platforms that provide features that are essential to an ideal solution-easy setup, an intuitive interface for agents and customers, custom reports, integrations with other tools, mobile apps, multi-channel support, a decent knowledge base, automated help ticket management, and brand-friendly customization.