Help Desk Software
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Compare the Top Help Desk Software of 2020
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Compare the best Help Desk software currently available using the table below.
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1
LogMeIn Rescue
LogMeIn
Rescue by LogMeIn is an affordable and reliable remote support software. Rescue offers a wealth of features that enables businesses to provide a seamless support experience for their end users and improve the productivity of their support team. Its top features include remote control, remote diagnostics, multi-platform support, device configuration, video support, and integrations and APIs.
Starting Price: $149.00/month -
2
LiveHelpNow Suite
LiveHelpNow
Fully integrated customer service suite meeting all of your customers' needs. All channels of support in one solution: Live Chat, SMS-to-chat, Chat Bots, Email management, Knowledge base management, VoIP Call Management, contact center analytics. Quick and easy installation, no setup fees, no contracts. Hosted with 99.999% uptime and financial grade AES-256 bit encryption. HIPAA, ADA and PCI compliant. #1 rated 7 years running as best live chat and SMS help desk platform #84 Inc 500 fastest growing company
Starting Price: $21.00/month/user -
3
LiveAgent
QualityUnit
Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software for SMB in 2020. LiveAgent boasts the fastest chat widget on the market and has over 150M end-users worldwide. LiveAgent is a fully-featured web-based live chat and helpdesk software. LiveAgent harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. LiveAgent has over 175+ helpful features such as advanced automation features, rules, tags, and 40+ integrations. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free 14-day trial today, no credit card required.
Starting Price: $15.00/month/user -
4
SysAid
SysAid Technologies
SysAid provides IT and enterprise service management solutions that transform IT agent productivity, drastically enhance the end-user experience, and drive value across the organization. SysAid partners with over 10,000 customers, from small businesses to Fortune 500 enterprises across 140 countries. Available in 42 languages as a cloud-based and on-premises solution, SysAid combines all the essential IT tools in one platform. For more information, please visit www.sysaid.com.
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5
NinjaRMM
NinjaRMM, LLC
If you're looking to support your clients and manage IT more efficiently, turn to NinjaRMM. The world's first security centric remote monitoring and management (RMM) platform, NinjaRMM enables IT professionals to monitor and manage the entire IT stack with full automation all within a single pane of glass. The platform features search and connect through TeamViewer, antivirus integration, real-time alerts, managed patching, automation, software inventory, and reporting.
Starting Price: $3.00/month -
6
Atera
Atera
Atera is a cloud based all-in-one remote monitoring & management (RMM) platform for MSPs & IT pros. Atera includes everything you need to solve your clients toughest IT problems in one, centralized location. Ateras fixed cost pricing model helps IT businesses of all sizes grow with no extra costs. Fixed Cost with unlimited devices, Its that simple. Start your 30-day free trial today.
Starting Price: $79.00/month/user -
7
VIZOR
Vector Networks
VIZOR is an ITIL Certified IT Asset Management solution. VIZOR manages the complete IT asset life-cycle combining network discovery and inventory data with purchase, warranty and maintenance details. Allocation of assets to employees and locations is simplified so you always know exactly who has what. VIZOR audits your network or integrates with tools such as Microsoft SCCM, LANSweeper and Chromebook Admin. VIZOR is completely modular so you only purchase the features you need. Try now for Free.
Starting Price: $2.00/year/user -
8
Canfigure
Canfigure
Canfigure is an IT Service Management solution with incredible flexibility. Canfigure is designed for scalability. We believe in keeping it simple with easily self-deployable, cost effective standalone tools allowing you to scale up through a library of well designed modules, growing your number of assets and expanding you user base at a pace that suits you. With out of the box support for all IT assets, Canfigure can be customized to hold information for any type of asset including IoT, facilities, transportation and more. The database schema can be extended via the admin functions with no technical knowledge required. Asset information can include financial data and be used to track important dates such as warranty expiry, and linked directly to supporting contract documents. The heart of Canfigure is a Configuration Management Database (CMDB) that underpins all other functions. The CMDB holds your data in the form of Configuration Items (CIs) and the relationships between them.
Starting Price: $5,000 p/a -
9
Freshdesk
Freshworks
Deliver exceptional customer service with Freshdesk, a leading customer support software and ticketing system. Intuitive, feature-rich, and affordable, Freshdesk is trusted by over 150,000 businesses of all sizes to help make their customers happy. Freshdesk helps business users manage all customer conversations in one place, automate repetitive work and save time, and work with other teams to resolve issues faster.
Starting Price: $19.00/month/user -
10
Zendesk
Zendesk
Build exceptional customer experiences with Zendesk. The leading provider of software and solutions for better customer relationships, Zendesk empowers businesses to be more reliable, flexible, and scalable. Its family of products include Support, an integrated customer support solution; Chat, live chat and messaging tool; Talk, call center software; Explore for analytics and reporting; Inbox, shared team inbox; Guide, a knowledge base and self service soltuion; and Connect + Outbound for proactive campaigns.
Starting Price: $5 per month per user -
11
Web Help Desk
SolarWinds
With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.
Starting Price: $695.00/one-time/user -
12
EngageBay
EngageBay
EngageBay is a simple, affordable, integrated, all-in-one marketing, sales and service automation platform with a free CRM, built to grow small businesses and startups. The marketing automation suite helps you save time, nurture your audience and automate routine, manual tasks. With the free CRM and sales automation, you can organize all your email contacts, track deals, and the sales pipeline to grow your sales. Further, you can build meaningful customer relationships that stay for life. And finally, with the free live chat and helpdesk features, provide real-time assistance to convert visitors to happy customers. Track, prioritize, and solve customer support tickets in minutes.
Starting Price: $8.99 per user per month -
13
Gist
Gist
All the tools you need to build a successful online business. Easy to use all-in-one software for live chat, chat bots, email marketing, marketing automation, forms, knowledge base, and more to create great customer experiences. By using Gist’s all-in-one platform, you no longer need to piece together multiple costly subscriptions. Better yet, your team will no longer need to switch between multiple tools to fully understand your customers. Qualify more leads automatically and close more deals with chatbots, forms and 24/7 automated meeting scheduling. Grow traffic, convert more visitors, and retain customers by running complete email marketing campaigns at scale. Assist customers in real-time with a collaborative inbox, automation, and self-service support. Replace 8+ tools and keep all of your products, content, customers, email subscribers, and data in one place.
Starting Price: $33.99 per month -
14
LiveChat
LiveChat Software
For the fastest and the most efficient way to help your customers, turn to LiveChat! As a leading live chat and help desk software solution for business, LiveChat transforms teams into customer service rockstars with its simple and easy-to-use applications. Apart from its core live chat functionality, LiveChat provides a wide range of add-on modules for sales and marketing automation as well as integrations with third-party customer relationship management (CRM) solutions.
Starting Price: $16.00 per user per month -
15
Agiloft Service Desk Suite
Agiloft
Bring agility and efficiency to your support operations with the top-rated Service Desk Suite. Agiloft Service Desk suite offers fully-integrated applications to help IT teams get complete, 360-degree control over every process. It includes customer support, RMA management, IT ticketing system, internal help desk, asset management, change management, and ITIL and ITSM.
Starting Price: $0 -
16
UseResponse
UseResponse
Community Support Software can be installed on your server as a PHP script or used in Cloud as SaaS. Main Products Include: -Feedback Software Enables you to create Idea Bank, Bug Tracking System and FAQ section on your site to gather user requests from multiple channels. The system allows you to keep track of all the incoming requests from email, widget, chat, social media in one place. Smart voting and commenting system helps in creating product development roadmaps. Increase client satisfaction by using polls and CSAT feature. Insightful Reports and Analytics system will help you estimate the efficiency of your support team and analyze your customers experience. -Help Desk with Ticketing Feature rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks,private notes, comments, reports and Kanban Boards. Smart system automation and notification rules allow to facilitate the work load on your support team and cut the expenses.
Starting Price: $49.00/month/ 2 Agents -
17
ConnectWise Control
ConnectWise
ConnectWise Control is a remote support solution for Managed Service Providers (MSP), Value Added Resellers (VAR), internal IT teamsn, and managed security providers. Fast, reliable, secure, and simple to use, ConnectWise Control helps businesses solve their customers' issues faster from any location. The platform features remote support, remote access, remote meeting, customization, and integrations with leading business tools.
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18
ScriptRunner
AppSphere AG
Make PowerShell a real solution. For you and your team. Automate and delegate many tasks with PowerShell and ScriptRunner. Especially the ones that keep you from your job. Smart. Simple. Secure. ScriptRunner is the leading all-in-one solution for PowerShell: - AUTOMATION with scripts and easy integration with monitoring, ITSM, workflows and applications. - SUPERVISION and control over all processes, clear dashboards and complete reporting. - DELEGATION of recurring routine activities to the service desk and end users. - ORGANIZE all PowerShell scripts, policies, logs, and reports in one place. - CONTROL all activities related to PowerShell and the use of scripts with policies. - DEVELOPEMENT of PowerShell scripts in the team and easy entry with customizable script collections.
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19
Zoho Desk
Zoho Desk
Instant responses for instant happiness. Respond to your customers the minute they reach out to you with Zoho Desk's embeddable chat widget. Zoho Desk's embeddable chat widgets let you be within arm's reach when customers can't find what they're looking for in your Help Center. Your customers can get in touch with your agents instantly, right from the Help Center, so your agents can respond and help them find answers faster. If a customer has an issue that requires more time and attention, agents can convert the chat conversation into a ticket, in a single click. This lets agents save all the context of the chat conversation, with no time lost. Leave your chat tickets to the trusted experts in your team. With Zoho Desk, you can assign tickets from various channels to specific agents or teams. This way, your agents can work more efficiently, and customer interactions are in safe hands.
Starting Price: $12.00 per user per month -
20
Helpwise
Helpwise
Shared Inbox for your Team Email, SMS & WhatsApp accounts. Sharing email account login among team members is not scalable. Helpwise is an easy to use shared inbox for your team email accounts like help@, sales@, jobs@ etc. As business grows, it becomes a struggle to manage customer, sales or internal emails(billing, hiring) across the company. And, then we make a blunder by sharing email logins among team members. We understand the chaos that it creates because we have been through the same pain during our previous gigs & businesses. So, this is exactly why we built Helpwise - the shared inbox that really works! We all love Gmail, Outlook & other awesome email clients. So, we have made sure that Helpwise feels as easy as these common email services. Basically, you won't miss them here. Every team member will get own separate login to access same email address. So, no more password sharing. Better security with higher productivity!
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21
Help Scout
Brightwurks
Delight customers by providing outstanding customer service like no other with Help Scout, a web-based help desk software. Suitable for for companies of all sizes, Help Scout enables businesses to deliver personalized support. The platform offers collaboration features to keep everyone on the same page, automated workflows, best in-class-reporting, an integrated knowledge base, and a robust API. Help Scout also integrates with voicemail services and live chat services like Olark and Snap Engage.
Starting Price: $8.00/month/user -
22
ShowMyPC
ShowMyPC
Remote support, online meetings, and demonstration tools offering website integration, screen sharing, audio, and desktop recording. Browser-based, no download HTML5 viewer, blazing-fast Windows RDP support, access and manage unattended PCs.
Starting Price: $14.00/month -
23
eCustomerService
Giva
Giva builds happy customer relationships while helping to grow loyalty and revenue. We enable any organization to be more reliable, flexible, and scalable. Our reports and dashboards help you take action to increase customer retention and satisfaction. With Giva, customer interactions turn into lasting relationships while lowering costs and increasing productivity. We offer all our modules with full functionality in a simple product bundle that's perfect for 3 to 25 agents.
Starting Price: $29 per month -
24
Fiwit
Fiwit
Stop managing your internal IT with complex solutions that don't work. Fiwit is the ultimate IT software you’ve ever dreamed of. Too many laptops / phones and screen to manage? Tidy that up with our IT asset management solution. Make your colleagues happy. Give them the IT service that they need. With our integrated helpdesk software, don’t let internal IT issue hang anymore. And, be organized.
Starting Price: 0$/user/month -
25
HappyFox
HappyFox
HappyFox is a cloud-based Customer Support management software, designed to give any size operation the edge they need to increase customer satisfaction. With a highly customizable platform, mobile-ready interface, and multilingual capabilities, HappyFox offers users the ability to integrate with favorite 3rd-party apps seamlessly. Now that is what a 'best-of-breed' software looks like.
Starting Price: $29.00/month/user
What is Help Desk Software?
Just as the name states, help desk software aids in simplifying and automating business management services. Your employees may apply this management tool in accessing assistance or by clients who have purchased items or services from you. Handling user problems has been made easier with help desk software by giving you a better grip on customer issues and reducing the period taken from complaint to resolution. Help desk software is a strong base for a well-organized help desk. It should be one of the top priorities whether the institution is small or gigantic. Help desk software comes along with user benefits such as improved teamwork and effortless ticketing (A ticketing system aids team members in handling critical tasks, with much less supervision and in managing their own time with a more efficient approach), multitasking at smarter levels even when not in your office and helps prioritize essential tasks. A good 34 percent used help desk software across non-IT related departments such as HR. Some software was also recorded to be favored for their added security measures. All this goes to length to conclude that the benefits of a help desk software are limitless and knowing which software applies to your business is vital.
Comparing Help Desk Software
Help desk software differs significantly regarding function capabilities and areas/modes of application. This then translates that choosing the right one is not such an easy task. These Helpdesk software offer solutions by being centrally managed sites where customers or employees can report problems through the various forms of media in existence such as smartphones, email or social media. When these issues are recorded, a notification is sent to both customers and administrators, and this saves much needed time. Today, in the IT world, there are numerous products and vendors with great offers, promising good performance and low-cost software features. Knowing the correct software features you require could be the defining difference between your business and your competitors. Some important functionality features to take into consideration when comparing help desk software:
- Ticket, Service, and Complication Management - This is where collaborative settings employ the use of HDS to manage all issues from sales and services.
- Live Chat Features - A feature that allows customers and employees to communicate by the second. It provides a platform for instant customer help and communication.
- Phone Support capabilities
- Automatic notifications - Real-time notifications are essential especially in disaster handling.
- Community Forums - Building a community under your service/items is an excellent way to maintain, communicate and solve customer concerns.
- Logs - This feature takes record of both customers, employer and goods metrics which is necessary to track productivity and also the prediction of future actions.
- Customizable SLAs (service level agreements) - These are contracts that can be customized to define how much service the client will receive purposefully. They include a description of the service being provided, reliability, responsiveness, problem reporting procedures, repercussions for not meeting service obligations and escape clauses.
- Reports and analytic features - This entails an exploration of collected data and stories with the sole purpose of extracting deep insights which can be employed to understand further and raise performance. Reporting gives you the information and analytics gives you ideas. Analytics answers questions raised through reporting
Some software may stand out for the following features:
- Auto Attendant - Commonly known as digital receptionist feature, this is a voice menu system whose purpose is to transfer callers to an extension without necessarily going through a telephone operator.
- Automatic Call Distributor (ACD) - Whereby the telephone answers and distributes incoming calls to a specific group of terminals or care agents within a company.
- Budget / Expense Tracking
- Call Center Software - It is a system that enables businesses to manage and control communication channels like phone, email, live chat, instant messaging, SMS text, and social media. It helps to respond to customer queries and issues.
- Call Management This optimizes managing telephone traffic in sales and customer satisfaction.
- Collaboration Tools - The purpose of this feature is to assist people in achieving a common goal or task.
- Custom Fields / Forms
- Customer Portal - This is a personal customer area where customers see and track their actions.
- Dashboards
- Instant Message
- Interactive Voice Response (IVR)
- Language Support
- Quality Assurance
- Real-time Analysis and reporting
- Regulatory Compliance Management
- SLA Management
- Surveys and questionnaires
Common Help Desk Software Applications
The applications of help desk software are numerous. This is due to their many features and capabilities. With the most common added advantage of well-organized systems and cost-effective services, they automatically become a top priority for companies seeking growth. Many organizations (if not all) can use this software.
1. HR teams
HR departments can use this software to organize data efficiently by collecting and storing it for future reference or action. Help desk survey and live chat feature to aid in feedback collection and also live communication between HR and employees or HR teams. It is an excellent tool for routing incoming communication messages to the specific HR team members. It is also good to track HR history and milestones while providing analytics for future improvements or commendation.
2. IT
IT departments are a core for any company especially with today’s automation of technology. For many organizations, problems in the IT department could mean a disaster for the whole organization. This is where help desk software comes to play. It helps to take note and record user actions which are critical for monitoring and progress evaluation. When a problem arises, it would, therefore, be straightforward to track the source. Moreover, it aids in problem reporting and solution. Whenever a user is stranded or has IT related issues, he or she logs the subject and the software automatic features direct them to the relevant specialist without necessary physical interaction.
3. Bug tracking
Bug tracking is essential, especially for software development teams. When bugs occur, help desk software enables their reporting through instant notifications sent by users. Routing incoming bug data to relevant Software development teams is critical for most project management teams. This is where HDS comes to play. The software also has the added advantage of notifying the user of received bug reports and resolved issues.
4. Customer Service
Forbes states that about 75 billion is lost in businesses due to customer service failures. Help desk software is an excellent solution to customer services. They offer a good option and seek to solve common misconceptions such as big brands have poor customer service, or most customer services are not satisfactory. Once the software takes record of customer issues, it collects related concerns and organizes them regarding importance or frequency. This helps the agents prioritize and solve problems with such finesse not existent before. The data is a summation of information collected from integrated live chats, emails, customer conversations and social media data.
5. Free help desk software
Free help desk solutions are bundled with curtailed functionalities, with some working as good as the premium versions in circulation. For businesses with an appropriate number of users and administrators, free versions may come in handy especially when the budget is limited. Consider details of the software such as user and administrator function ability limits.
Dealing with executives
Moving to a free, new or different software version might not be as easy as it seems. For the success of help desk software implementation, it is necessary to gain administrative approval. To obtain regulatory approval, it is then vital to provide data to prove the software’s profitability. HDS helps collect and organize this data concerning research and statistical information. Below are a few sample points for approaching various executives.
CFO
Finance officers are mainly concerned with money data. To strategically maneuver your way around their perception of help desk software as an added cost, you need to portray the software service as more of a useful cost-saving option rather than a marketing or sales advantage. Their main aim is to improve the company/organization’s profit and would therefore not take notice of non-investment returning software. It might be worthwhile to mention that costs will be significantly reduced by minimizing infrastructure, managerial team streamlining, downtime reduction and IT costs predictability. State that the software might go a long way in increasing business productivity by maximizing use of resources in existence without generally purchasing more supplies and hence cutting costs. Data collected may also point out the advantages of constant departmental streamlining. A problem may be involving two or more departments and having them together on a similar platform is a profitable idea.
CEO
The overall head of your company is mainly focused on the general output. Does the software increase general business productivity? Is the software putting them at an advantageous position about their competitors? Pointing out that HDS comes with a better customer service experience which directly leads to more loyalty and by the long-term lifetime customers might convince CEOs of the importance of the software. Managers employing HDS have an added advantage of analytical data which can help management teams and employees and services for maximum output. Marketing campaigns can be focused. Mention that the software can help move the organization to the next phase of operation.
CTO/CIO
With issue distribution, notification and organization, help desk software can be of great use to the tech department of any organization. CTO’s are mainly concerned with the tech aspects of a company. Show that the output and cohesiveness of the tech team and general time use of the IT team might be improved. CTO’s will be pleased with the amount of time the help desk software creates by performing various functions which would take teams days to organize.
Market-Leading Help Desk Solutions
- Zendesk - Zendesk is a structured help desk software, which makes it applicable for small or huge businesses alike.
- Outseta - Outseta is a software platform designed to provide the basic requirements of startups and subscriber businesses.
- Groove - Groove builds simple help desk software for minute teams.
- Intercom - Intercom concentrates on sale, marketing, and support teams’ communication betterment between prospects and clients.
Choosing the Best Help Desk Software
Choosing the best software is therefore at the end of the day left on you to decide according to your requirements.