Deliver superior customer service, manage omnichannel support and improve team productivity with the best help desk software
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Break down silos and enhance teamwork with the help desk software. Become a business that is known for delivering faster resolutions.
Harness the power of artificial intelligence to revolutionize your support system. Efficiently prioritize incoming tickets, offer smart suggestions for quick resolutions and seamlessly route requests to the most qualified agents.
Seamlessly manage inquiries from email, chat and more in a unified interface. Now streamline support processes, reduce response times and provide a consistent experience regardless of how customers reach out.
Create a seamless support ecosystem by integrating the help desk with other essential platforms. Enhance collaboration, improve efficiency and ensure that all your support and business processes are aligned for optimal performance.
Unlock the full potential of support operations with powerful analytics and reporting capabilities. Gain a deeper understanding of customer interactions, identify trends and make informed decisions that drive continuous improvement.
Providing exceptional customer support is crucial for businesses to thrive. Managing a deluge of support requests across multiple channels can be overwhelming. The advent of cutting-edge desk solutions has revolutionized the way businesses handle customer support.
Businesses must incorporate the best help desk software and tools to streamline their entire support process, enabling teams to efficiently manage inquiries and provide timely resolutions. Check out the comparison and reviews of the best solutions to find the perfect fit for business needs.
Help desk software refers to a specialized tool that assists organizations in resolving customer support requests. Effective help desk management is essential for leveraging these tools, as it provides a centralized platform for tracking and responding to customer inquiries.
An effective help desk software solution can have a significant impact on an organization’s top line by ensuring prompt resolutions. The solution also helps in reducing support costs by automating repetitive tasks and increasing agent productivity.
key objectives:
Examining the features and pricing of the top help desk software will help businesses make an informed decision on which one suits their business the best.
| Software | Price |
Free Trial/Plan | 5 Key Features |
| Veemo Support | $29/ month | 14-days free trial |
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| Omni24 | $29/month | 14-days free trial |
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| Help Scout | $20/user/month | 15-days free trial |
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| Hiver | $12/user/month | 14-days free trial |
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| Zendesk | $19/agent/month | Free plan available |
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| Front | $19/user/month | 14-days free trial |
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| Gorgias | $60/month | 14-days free trial |
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| Freshdesk | $15/agent/month | 21-days free trial |
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| Zoho Desk | $12/user/month | 15-days free trial |
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| Jira Service Management | $20/agent/month | 7-days free trial |
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| Spiceworks | Free for up to 3 agents | Free plan available |
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| SolarWinds Service Desk | $19/technician/month | 30-days free trial |
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| Freshservice | $19/agent/month | 21-days free trial |
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Understanding the benefits of help desk software can help organizations deliver better service, improve team productivity and drive business success.
1. Provide a Seamless Omnichannel CX
A small business can unify multiple customer service channels into a single interface. No matter if customers contact the team via live chat, email, social media or help center, they will get a seamless customer experience.
2. Automate Support 24×7 with a Knowledge Base
Contemporary customers don’t entertain the idea of waiting for too long to get their issues resolved by a human agent. They want to leverage a self-service portal or knowledge base (that includes guides, help articles, FAQs, etc.) to resolve their common issues on their own.
3. Automate Repetitive and Manual Tasks
Businesses can automate mundane and manual tasks to enhance their team’s productivity by using the best help desk ticketing system. Businesses can choose to automate actions such as ticket assignments, notifications, customer surveys and a lot more.
4. Track the Right Performance Metrics
Every customer service manager must know how well his team members are performing and the quality of service they are delivering to end-users. The ideal ticketing system offers insightful and customizable reports that can be used to gauge performance.
5. Unified Customer Journey
Serving hundreds (or thousands) of demanding customers with silo customer information is difficult to manage. Support desk software consolidates requests from multiple sources and translates them into tickets businesses can track in one shared inbox.
6. Improve Customer Loyalty
A help desk software can streamline the customer support process so that it is easier to make customers happier. Happy customers mean loyal customers who will keep returning to the business.
Let’s explore the key features of help desk software that can transform how your team handles customer inquiries, resolves issues and delivers outstanding service. A well-defined Help desk strategy can guide how these features are prioritized and integrated into your support operations.
Customers expect to have multiple channels to reach out for support. The best help desk software provides omnichannel support, allowing businesses to manage customer inquiries from various channels such as email, live chat, social media and phone calls all in one place.
A team inbox is a centralized inbox where all customer requests are received and organized. It allows the support team to collaborate efficiently. The best service desk software should have a team inbox feature that enables the team to assign and track customer requests easily.
A knowledge base is a repository of information that provides self-service support to customers. The best help desk solution should have a robust knowledge base feature that allows businesses to maintain a library of articles, FAQs and tutorials.
Automation is a game-changer for managing customer support efficiently. The best help desk software should offer workflow automation capabilities that allow businesses to automate repetitive tasks. It not only saves time for the support team but also ensures that requests are handled promptly.
Intelligent routing is essential to ensure that customer requests are routed to the right team or agent based on their expertise and availability. SLA (Service Level Agreement) management allows businesses to set response and resolution time targets for different types of requests. The best service desk software should offer intelligent routing and SLA management features.
A client portal is a secure online space where customers can track the status of their requests, access their purchase history and find helpful resources. The best desk software should provide a client portal feature that enhances the customer experience.
Having access to detailed reports and analytics to continuously improve customer support operations is crucial. The help desk software should provide comprehensive reporting capabilities so that businesses can track key metrics such as ticket volume, response time, resolution time and agent performance.
Understanding the different types of help desk software can help you choose the best solution for your business, whether you need a simple ticketing system or a comprehensive customer service platform.
A cloud-based or SaaS-based help desk software is a help desk tool that is hosted and delivered over the internet, a.k.a the cloud. All business need is a laptop or a phone to log in and they can use the application from any server or location. They don’t have to download any application or invest in hardware with a cloud-based help desk solution.
The benefits of cloud-based help desk software don’t end there. Brands have a quick time to value, almost zero lags and they don’t need to spend time on maintenance. They have a lot more independence in terms of being able to customize their solution without technical help.
Unlike cloud-based help desk solutions, self-hosted or on-premise help desk software is stored locally on the company’s server. The biggest benefit of using an on-premise solution is that businesses have full control over where they store data.
Most cloud-based help desk software today comply with international security standards, including HIPAA and GDPR guidelines. Making changes on an on-premise system can take a lot of time and businesses could face frequent downtimes for upgrades.
An open-source help desk software is an application that has its source code available for modification. Enterprise businesses with specific, robust requirements typically prefer open-source solutions.
Open-source software requires a village of technical specialists to take the help desk live.
A cloud-based help desk solution is a reliable alternative to an open-source solution since the former offers a lot of flexibility.
Check out the list of the top help desk software tools to find the perfect solution for your business:
Best help desk software for ticket management
Veemo Support provides a comprehensive suite of all-in-one helpdesk software tools that can revolutionize the way businesses handle customer service. The platform has quickly become a popular choice for businesses looking to streamline their customer service processes. Brands can efficiently respond to customer inquiries and issues in real-time.
Key features:
Pricing: Veemo’s plans range between $29/user/month to $129/user/month, depending on various factors. Visit Veemo’s pricing page for more insights.
Top help desk solution for omnichannel support
Omni24 provides a helpdesk software tool that is trusted by businesses around the world to streamline their customer support processes. It offers a comprehensive suite of features designed to enhance customer interactions and improve efficiency. Omni24 helps businesses deliver exceptional customer service with a user-friendly interface and robust capabilities.
Key features:
Pricing: The pricing range starts from $29 and can go up to $149. Check out their pricing for a more detailed comparison.
Comprehensive help desk solution for effective collaboration
Help Scout is one of the best helpdesk software tools available for businesses looking to efficiently manage their customer support operations. The platform makes it easy for teams to collaborate and communicate with customers promptly.
One of the standout features of Help Scout is its shared inbox system, which allows teams to manage customer interactions in a seamless and coordinated way. The robust analytics tools and automation features help brands streamline their workflows.
Robust help desk solution for popular collaborations
Hiver is a leading help desk software tool that is designed to streamline communication and collaboration within teams. Hiver allows teams to manage customer queries and internal communication seamlessly, leading to improved productivity.
Some key features of Hiver include shared inboxes, which allow teams to collaborate on emails and assign tasks to team members easily. It also offers collision detection, email templates, analytics and automation tools to help teams work more efficiently. Hiver integrates with popular email platforms like Gmail, Outlook and Office 365, making it a versatile tool.
Robust help desk tool for knowledge base creation
Zendesk is a leading customer service software provider known for its comprehensive helpdesk software tools. Businesses can easily manage customer inquiries, provide support across multiple channels and track customer interactions to ensure a seamless customer experience.
Zendesk includes ticket management, live chat support, knowledge base creation, reporting and integrations with other business tools. The customizable options make Zendesk a top choice for businesses looking to streamline their customer service operations.
Seamless help desk platform for automated workflows
Front is a leading software that combines email, chat and social media in one collaborative inbox, making it the best software for businesses looking to streamline their customer support. Teams can easily manage customer communications and collaborate internally to provide fast support.
The solution offers the ability to assign conversations to specific team members, create automated workflows and integrate with popular CRM tools like Salesforce. Front offers real-time analytics, customizable templates and canned responses to help teams respond to customer inquiries quickly.
Extensive help desk solution for better customer satisfaction
Freshdesk is a leading help desk software tool that offers comprehensive ticket management solutions for businesses of all sizes. Freshdesk helps organizations streamline their customer support processes and improve customer satisfaction.
Freshdesk provides a wide range of third-party integrations and customizations, making it a versatile solution for businesses looking to enhance their customer support. Businesses can efficiently manage customer tickets and deliver exceptional service to their customers.
Robust help desk software for SLA management
Zoho Desk is a comprehensive helpdesk software tool designed to streamline ticket management for businesses of all sizes. Zoho Desk allows for efficient communication between customer support teams and customers.
Amongst the highlighted attributes of Zoho Desk include ticket automation, multi-channel support, SLA management, knowledge base integration and reporting. The tools help businesses prioritize and resolve customer issues promptly. Businesses can effectively manage their help desk operations and provide top-notch customer support.
Comprehensive help desk tool for asset tracking
Freshservice is a top service desk software tool that offers a comprehensive solution for businesses looking to streamline their IT service management processes. It provides a user-friendly platform for managing customer requests and resolving issues efficiently. Freshservice is a favorite among businesses looking to improve their IT service delivery.
Some of the features of Freshservice are ticketing management, asset tracking, knowledge base integration and automation capabilities. It also offers reporting and analytics tools to help businesses track performance metrics. Freshservice is suitable for businesses of all sizes that want to improve their IT service management processes and enhance customer satisfaction.
There are plenty of service desk solutions available which makes it essential to assess each solution based on the needs, budget and goals of the business.
How do customers try to reach out? Do they get in touch via email, social media or phone? Or do they prefer to chat with agents directly on the website? Make sure the support software fits the customer’s expectations.
A support software with an intuitive and approachable UI means agents can start supporting immediately without needing special training. Higher prices do not automatically mean a better help desk and a complicated UI does not necessarily imply feature-rich.
Do businesses have to pay per ticket or user and which will be more feasible? Will the pricing be sustainable in the long run? Shop around, compare features and read reviews. Decide which help desk software fits the business workflows better. A higher price is not the guarantor of quality. Even free help desk software can be more beneficial than just email initially.
Can the help desk software support the unique business needs? For example, help desk software for agencies often requires customizable workflows and client-specific dashboards. Can it be integrated into the entire tech stack based on data flowing in from other tools? How easily can it be differentiated between customer and internal support requests?
Particularly for B2B service providers or businesses with different levels of management, adhering to a service level agreement (SLA) can be problematic. Depending on the subscription, helpdesks allow creation of multiple SLA policies which agents can apply to select tickets.
Effective analysis of customer data can provide valuable insights for improving customer support. Look for software that offers comprehensive reporting and analytics features. It should provide metrics like ticket resolution time, agent performance and other relevant data.
Consider the level of customer support provided by the software vendor. Reliable customer support is essential for troubleshooting and addressing any concerns promptly. Prioritize software that offers robust security measures to protect sensitive customer data.
Understanding the various use cases of help desk tools, such as help desk software for insurance. This can reveal how they address unique operational challenges like claims processing, policy inquiries, and compliance, improving efficiency in multiple scenarios.
1. IT Support
Help desk software is widely used in the technology industry for managing IT support requests and incidents. IT teams can use the software to resolve issues related to hardware, software, network and other IT systems. The software helps streamline the ticketing process, prioritize issues based on severity and provide knowledge base resources for common problems.
2. Customer Service
Help desk software plays a crucial role in managing customer inquiries in the retail, e-commerce, and travel and hospitality sectors. Help desk software for travel and hospitality enables hotels, travel agencies, and tour operators to manage guest inquiries, booking support, and multilingual communication efficiently. The software also helps in providing self-service options such as FAQs and knowledge base articles to customers
3. Employee Support
Human resources departments in various industries, as well as educational institutions, can leverage help desk software to manage employee, student, and faculty queries. Help desk software for schools and educational universities simplifies support operations, automates administrative tasks, and provides a self-service knowledge base for campus communities
4. Facilities Management
Help desk software can be used to manage maintenance requests, repair tasks, and facility-related issues across various industries, including manufacturing. In manufacturing environments, these solutions help streamline equipment maintenance, track production-related support tickets, and minimize downtime on the factory floor. Similarly, help desk software for the automotive industry is tailored to streamline service requests, integrate with diagnostic tools, and provide real-time updates for dealerships and service centers.
And in real estate and property management, help desk solutions enable property managers to assign tasks to technicians, track progress, and communicate with tenants or residents efficiently, ensuring timely resolution and smooth operations.
5. Healthcare
Help desk software can be beneficial in the healthcare, logistics, and transport industries for managing patient inquiries, shipment tracking, fleet management, and addressing operational concerns. Help desk software for logistics and transport offers real-time shipment tracking, automated ticket routing, and smooth communication across the supply chain.
Healthcare organizations can use the software to provide patients with a centralized platform for submitting requests and receiving timely responses from healthcare professionals.
Read more: Discover how internal help desk software can transform your employee support and streamline IT operations in our dedicated guide.
Let us take a look at the help desk software best practices and explore additional help desk best practices that ensure the software is set up correctly, integrated smoothly with existing systems, and adopted effectively by the business:
1. Secure Stakeholder Buy-in
Involve key stakeholders from various departments (IT, customer service, sales, etc.) early in the decision-making process. Clearly communicate the benefits of the new help desk software and address any concerns or resistance to change. Having stakeholder buy-in and support is crucial for a successful implementation.
2. Understand the Needs
Conduct a thorough assessment of the organization’s specific requirements, workflows and pain points. Identify the features and functionalities that are essential for the team to deliver efficient customer support. It will help to choose the right help desk software that aligns with the needs.
3. Meticulous Training
Invest resources in comprehensive training for all users, including agents, supervisors and administrators. Provide hands-on training, documentation and ongoing support to ensure everyone is proficient in using the new software. Well-trained employees will be more productive and better equipped to leverage the software’s capabilities.
4. Test the Process
Before going live, thoroughly test the help desk software in a staging or sandbox environment. Simulate real-world scenarios and ensure that all critical features are working as expected. Identify and address any issues or bugs to prevent disruptions during the live implementation.
5. Data Migration with Care
If businesses are migrating from an existing help desk system, planning and execution of data migration is crucial. Ensure that all relevant data, such as tickets, customer information and knowledge base articles, are accurately transferred to the new system. Validate the migrated data and have contingency plans in place in case of any issues.
6. Regular Feedback Loops
Encourage open communication and gather feedback from users regularly. Set up channels for employees to report issues or share their experiences with the new software. Act on the feedback promptly to address any challenges and continuously optimize the implementation.
7. Stay updated
Help desk software providers regularly roll out updates and new features designed to improve functionality. Make sure to stay informed about the enhancements and evaluate their relevance to your business.
Delivering exceptional customer support is paramount for building lasting customer relationships and enhancing brand loyalty. Leveraging the best web help desk software can help organizations elevate their customer support to new heights.
The platform facilitates seamless collaboration among support teams, ensuring consistency, regardless of the inquiry’s complexity. Prioritizing customer experience can help businesses differentiate themselves from competitors.
CRM software focuses on managing and analyzing customer interactions, while help desk software is focused on providing customer support. CRM software helps companies build customer relationships, while desk solutions streamline customer communication. Both are important tools for businesses looking to improve customer satisfaction and retention.
Help desk software costs can vary depending on the provider and features included. On average, prices can range from $0 to $150 per user per month for basic plans. More advanced plans can cost up to $300 per user per month. Some providers may offer custom pricing based on the specific needs of the organization.
Help desk software measures customer satisfaction through surveys, feedback forms and performance metrics. They can track how well customer issues are being addressed by analyzing response rates, ratings and resolution times. The data helps companies understand customer needs and make improvements to provide better service.
Many IT help desk solutions integrate with various communication channels such as email, phone, live chat and social media platforms. The channels allow for seamless communication between IT professionals and end-users, ensuring quick resolution of technical issues. Integration with multiple channels is essential for providing comprehensive support to users across different platforms.
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