Do you want to resolve issues quickly, manage all customer interactions seamlessly, or streamline your teams’ workflows? Consider implementing help desk software as your customer service companion.
Whatever your customer service goal is, implementing help desk software as your customer service companion gives your business a competitive edge.
Choosing the best help desk software for your business can make customers’ experiences worthwhile and increase support agents’ productivity.
This article will explore what help desk software is and highlight some of the best help desk tools currently available on the market.
Help desk software is a customer service tool that helps businesses manage, track, and resolve support requests. It helps support agents streamline the issue resolution process, providing efficient and effective customer service.
With the right help desk solution, no customer request goes unnoticed and no issue remains unresolved.
What constitutes the best help desk software can vary based on the specific needs of a business, including its size, industry, and required features.
Here is a list of 15 highly regarded help desk software options to streamline your workflow and enhance customer support.
BoldDesk is a modern AI-powered help desk software to streamline customer support operations and enhance overall service quality.
It caters to businesses of all sizes, offering a comprehensive suite of customer service tools and a user-friendly interface for managing customer inquiries, automating support workflows, and providing insightful analytics.
Whether managing day-to-day support requests or implementing complex workflows, BoldDesk provides robust features and insights necessary to enhance customer satisfaction, improve their customer service efficiency and drive business success.
Main features of BoldDesk
Pricing
| Agent-Based Plans | Team-Based Plans | Unlimited Agents Plans |
| Scale: $12/agent/month | Scale: $49/month for 10 agents | Essential: $799/month |
| Momentum: $25/agent/month | Momentum: $129/month for 10 agents | Pro: $1999/month |
| Enterprise: $39/agent/month> | Enterprise: $199/month for 10 agents | Business: Contact us |
If you have any inquiries, please do not hesitate to contact the BoldDesk support team. You are welcome to initiate a 15-day free trial or arrange a live demo.
SysAid is an IT service management (ITSM) and help desk software solution designed to streamline and automate IT support processes for businesses of all sizes.
SysAid offers both cloud-based and on-premises deployment options.
Main features of SysAid
| PRICING | |
| Plan |
|
Free trial: Available
Vivantio is an IT service management (ITSM) and customer service management (CSM) platform designed to enhance service delivery and support operations across various industries.
Main features of Vivantio
| PRICING | |
| Named license |
|
| Concurrent license |
|
Free trial: Available
Spiceworks Cloud Help Desk is a web-based IT help desk solution provided by Spiceworks Inc.
It’s designed to help IT professionals manage their help desk and IT support tasks without the need for an on-premise server.
Main features of Spiceworks Cloud Help Desk
| PRICING | |
| Plan |
|
Kustomer is a customer service platform designed for businesses to manage, automate, and personalize their customer interactions across various channels.
The platform allows companies to have a unified view of their customers’ interactions by consolidating data from multiple communication channels such as live chat, email and social media into a single inbox.
Main features of Kustomer
| PRICING | |
| Enterprise |
|
| Ultimate |
|
Free trial: 14 days
Gorgias is a customer service and support help desk designed specifically for e-commerce.
It acts as a central hub for managing all your customer interactions across various channels, with a strong focus on streamlining workflows and leveraging data to improve the customer experience.
Main features of Gorgias
| PRICING | |
| Plan |
|
Free trial: Available
SolarWinds Service Desk is a cloud-based help desk tool and IT service management (ITSM) system designed to streamline and improve IT operations within organizations of all sizes.
Main features of SolarWinds Service Desk
| PRICING | |
| Essentials |
|
| Advanced |
|
| Premier |
|
Free trial: 30 days
Jira Service Management, previously referred to as Jira Service Desk, is an IT service management (ITSM) solution that is part of Atlassian’s Jira product suite.
It is designed to help IT and service teams provide support and manage requests from their customers or employees.
The platform is widely used for change management, problem management, and service request management.
Main features of Jira Service Management
| PRICING | |
| Free |
|
| Standard |
|
| Premium |
|
| Enterprise |
|
Free trial: 7 days
Salesforce Service Cloud is a customer service application provided by Salesforce, which is one of the leading customer relationship management (CRM) platforms.
Service Cloud is designed to empower companies to manage customer communication, providing tools for support agents, customer self-service, and field service operations.
Main features of Salesforce Service Cloud
| PRICING | |
| Starter Suite |
|
| Professional |
|
| Enterprise |
|
| Unlimited |
|
| Unlimited+ |
|
Free trial: 30 days
Help Scout is a customer service and help desk software solution designed for small to mid-sized businesses.
It is designed to help businesses manage their customer support interactions and provide a better service experience to their customers.
Main features of Help Scout
| PRICING | |
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: Available
Zoho Desk is a help desk tool developed by Zoho Corporation that helps businesses manage their customer support activities.
It is among the Zoho suite of applications, which includes a variety of business and productivity tools, such as Zoho CRM, Zoho Mail, Zoho Projects, and others.
Main features of Zoho Desk
| PRICING | |
| Free |
|
| Express |
|
| Standard |
|
| Professional |
|
| Enterprise |
|
Free trial: 15 days
Freshdesk is a cloud-based help desk software solution designed to streamline and improve customer service operations.
It acts as a central hub for managing all customer interactions, offering a range of features to empower both your support agents and customers.
Main features of Freshdesk
| PRICING | |
| Free |
|
| Growth |
|
| Pro |
|
| Enterprise |
|
Free trial: 14 days
HappyFox is customer support and help desk software designed to streamline customer support operations and improve service quality.
It serves businesses of all sizes, providing a centralized platform for handling customer inquiries and support tickets across multiple channels.
Main features of HappyFox
| PRICING | |
| Mighty |
|
| Fantastic |
|
| Enterprise |
|
| Enterprise plus |
|
Free trial: Contact HappyFox
HubSpot Service Hub is a customer service platform designed to enhance customer support operations and foster long-term customer relations.
As part of the broader HubSpot ecosystem, Service Hub integrates seamlessly with HubSpot’s CRM, marketing, and sales tools, providing a unified approach to managing interactions and delivering good customer service.
Main features of HubSpot Service Hub
| PRICING | |
| Free |
|
| Starter |
|
| Professional |
|
| Enterprise |
|
LiveAgent is help desk and customer support software designed to help businesses handle customer interactions across multiple channels.
Main features of LiveAgent
| PRICING | |
| Free |
|
| Small |
|
| Medium |
|
| Large |
|
| Enterprise |
|
Free trial: 14 days with free email or 30 days with company email
Below is an overview of the best IT help desk software available in the market.
| Ticketing tool & key features | Pricing plan |
BoldDesk
| $12/agent/month |
SysAid
| Contact SysAid |
Vivantio
| $99 per user/month (up to 5 agents) |
Spiceworks Cloud Help Desk
| Free |
Kustomer
| $89 per user/month |
Gorgias
| $8 per month for 50 tickets |
SolarWinds Service Desk
| $39 per technician/month |
Jira Service Management
| $650 per year (for 3 agents) |
Salesforce Service Cloud
| $25 per user/month |
Help Scout
| $20 per user/month |
Zoho Desk
| $7 per user/month |
Freshdesk
| $15 per agent/month |
HappyFox
| $29 per agent/month |
HubSpot Service Hub
| $15 per month/seat |
LiveAgent
| $9 per agent/month |
Help desk systems come in various types, each designed to meet different organizational needs and support structures. Here are the primary types of help desk systems:
This is the most popular type of help desk system. These systems are hosted on a vendor’s server and accessible through a web browser.
This means you don’t need to install any software on your own servers, making them easy to set up and use. They are also very scalable.
These on-premise help desk systems are installed and run within the company’s own servers. Companies have full control over the security and maintenance of the software. They require more IT expertise to set up and maintain.
An open-source help desk is a software with a freely-available source code for anyone to inspect and modify.
Organizations can customized these systems to fit their specific needs. They are often less expensive than proprietary systems since they are free to use, but they might require more technical expertise to install, configure, and maintain.
These help desks are owned by a company that controls and restricts access to the software’s source code.
Users must pay to use the software, which often includes customer support, regular updates, and a more user-friendly interface.
These systems are typically more polished and come with vendor support, but they are also more expensive and less customizable than open-source solutions.
This type of help desk software focuses on providing support within the organization. It assists in managing internal IT requests, HR queries, and other employee-related issues, to enhance operational efficiency and employee satisfaction.
These are help desk software designed for external customers. These systems handle customer service requests, product support issues, and general customer inquiries.
These are entry-level solutions ideal for small businesses or startups with relatively simple support needs. They typically include basic ticketing, email support, and a simple knowledge base.
These are designed for large organizations and are often part of a comprehensive IT service management (ITSM) solution.
They are built to handle a high volume of requests and offer advanced features such as automated ticket routing, SLA (service level agreement) management, advanced reporting, and integration with other enterprise systems.
T help desk tools are focused on providing technical support and assistance for IT-related issues.
They are typically used within organizations to help employees with computer problems, software glitches, network connectivity issues, and other IT-related concerns.
IT help desk solutions use ticketing systems to manage and prioritize issues.
HR help desks are specialized for human resources departments and are used to manage employee inquiries related to HR policies, payroll, benefits, time off, and other HR-related topics.
They often include self-service portals where employees can find information and submit requests without direct HR intervention.
IT help desk tools are equipped with a range of features designed to streamline IT customer support operations, enhance efficiency, and improve user satisfaction. Here are the key features:
Ticket management: Converts customer inquiries and issues into “tickets” that can be tracked and managed from creation to resolution.
Automation: Automates repetitive tasks such as ticket assignment, follow-up emails, and status updates, allowing support staff to focus on more complex issues.
Knowledge base: Provides a repository of FAQs, user manuals, and troubleshooting guides that hat clients and agents can access to quickly resolve common issues.
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