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
TeamSupport
TeamSupport LLC
TeamSupport is the leading B2B-focused customer support solution that helps you build satisfaction and loyalty. A scalable, all-in-one support solution designed for B2B companies to make collaboration easy. Empower your support team to create better customer experiences that are focused on improving and maintaining customer relationships. We are used by B2B companies in software, healthcare, & transportation. Be a more efficient team that streamlines communication and ticket management Born in the cloud with mobile functionality, TeamSupport helps users get a detailed understanding of their business customer relationships, as well as visibility into how individual employees are performing. Easily determine how happy each customer is, and identify at-risk customers with AI-enabled customer distress index. Fully customizable automations help you perform repetitive tasks quickly and easily, communicate with various teams instantly, or even send out alerts for escalations, all to help
Starting Price: $50.00/month/user -
2
Simplisys Service Desk
Simplisys Ltd
Award winning, easy to use Help Desk software for service departments challenged to do more with less. Simplisys Service Desk offers flexible solutions for all support teams regardless of size. - Manage multiple data channels from one easy to use interface. - Roles based access to tickets. - Email integration with automated ticket creation and acknowledgements. - Feature rich reporting tool and dynamic dashboards. - Customer Portal theme-able by Department / Customer organization. - Powerful but simple to create business rules and workflows to drive automation. Not to mention our market leading support, don't waste time reviewing thousands of documents online give us a call.
Starting Price: $20 per month -
3
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 -
4
OneDesk
OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
Starting Price: $30.00/month -
5
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 -
6
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 10K customers, from SMBs to Fortune 500 enterprises in 140 countries. Available in 42 languages as a cloud-based and on-premises solution. - Everything’s cross-referenced within SysAid e.g. every ticket, asset, patch, and related item, to help close the loop faster. - Built-in service orchestration and service desk automation to slash ticket resolution time. - Native asset management and CMDB to help simplify the process for tracking/auditing all IT and non-IT equipment. - Easy self-service adoption with an effortless, omni-channel end-user experience, enabling one-touch tickets. - Codeless configuration, so you can work the way you want (instead of adapting to rigid tools provided by others). - Out-of-the-box reporting, BI analytics, and configurable dashboard
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7
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. Atera's fixed cost pricing model helps IT businesses of all sizes grow with no extra costs. Fixed Cost with unlimited devices, it's that simple. Start your 30-day free trial today.
Starting Price: $79.00/month/user -
8
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 -
9
elevio
elevio
Elevio is a knowledge platform that helps companies capture, deliver, measure and evolve their product knowledge. We help growing teams reduce their support loads and enterprise teams better manage their knowledge requirements. Deliver contextual answers to customers or give your support agents the right info as they need it. Reduce support loads, increase customer success and create custom knowledge experiences for your product. Is your team utilising Knowledge Centred Service (KCS)? With Hub, your whole team can collaborate to make sure your docs are up to date, accurate, and as detailed as they need to be. Based on user feedback and data analysis, it's the backbone of continuous user education.
Starting Price: $99.00 -
10
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 agent per month -
11
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 -
12
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 -
13
YetiForceCRM
YetiForce Sp. z o.o.
Are you looking for a system to boost your sales? Do you want to improve your relationships with customers? Do you want to contribute to the fastest growing open source project on GitHub? You can use YetiForce completely free of charge. With YetiForce’s help you will manage 12 business processes in your company, no matter the size. The vast number of features available for free helped us win the first place in Capterra’s “Most Affordable CRM Software� ranking. YetiForce’s open source code was released under a very flexible and liberal license, which gathers a large and active community around the project. You too can contribute to it no matter if you are a professional programmer or software development is just your hobby. Download YetiForce for free and find out why you should become one of more than 250 000 people who already use it. Testing versions: GitStable: https://gitstable.yetiforce.com/ GitDeveloper: https://gitdeveloper.yetiforce.com/
Starting Price: $0 - FREE -
14
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 -
15
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 -
16
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 -
17
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 -
18
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 -
19
Dameware Remote Support
SolarWinds
A remote IT administration and management software lets you remotely control Windows, Mac OS X, and Linux computers so you can quickly support thousands of end users without having to leave your desk. Dameware is a complete remote assistance solution that includes desktop remote control and the ability to administer Windows tasks remotely from a single, central console.
Starting Price: $370.00/one-time/user -
20
ConnectWise Manage
ConnectWise
ConnectWise Manage is a robust business management platform made for companies that offer, service, and support technology. Trusted by more than 100,000 users, ConnectWise Manage offers a wealth of features that enables teams to achieve greater accountability, operational efficiency, and profitability. The platform comes with help desk, time tracking and billing, project management, account management, agreements, sales and marketing, procurement, and reporting tools.
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21
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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22
Dameware Remote Everywhere
SolarWinds
SolarWinds® Dameware Remote Everywhere (DRE) provides a powerful remote support solution for IT professionals to access nearly any platform or device to solve issues quickly. It delivers clear visibility and communication capabilities to solve technical problems fast and delight end users. Packed with all the features of premium, expensive solutions, DRE offers powerful tools, reporting, and session monitoring at an affordable price.
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23
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 -
24
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 -
25
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
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 TrackingÂ
- 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 / FormsÂ
- Customer Portal 
- This is a personal customer area where customers see and track their actions. 


- Dashboards
- Instant Message
- Interactive Voice Response (IVR)
- Language SupportÂ
- Quality AssuranceÂ
- 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.