The best help desk software is necessary for any business. A properly selected support center will not only satisfy customer requests with quick answers and solutions but also predict possible problems and serve as a resource for self-solving repeated requests.
Help desk tools make companies more effectively resolve complaints, requests and issues from various support channels in a centralized console and automate the entire workflow.
Automation remains the key to effective support. Help desk ticketing software provides employees with a ticket sales system and an automation package. It isn’t just a convenient way to receive messages from customers and respond to them but also to set priorities and track problems without loss.
Help desk support software may contain additional modules for self-service, integration of social services, live chat, creation of information portals on the company’s website. Elements of reporting, optimization and engagement analytics can be part of a broad, an integrated management approach that links support to sales in order to track marketing performance better.
Verdict: This cloud-based integrated omnichannel support system offers a comprehensive AI-based solution, including a chatbot and workflow automation for all customer interaction points. It is focused on servicing external clients of small and medium-sized businesses in the areas of insurance, healthcare and real estate services.
Freshdesk offers many features of the best customer service software: multi-channel help services, metric measurement, SLA agreement management, self-service portals, a FAQ section with SEO, as well as full customization options that increase productivity, form management and community. This helpdesk ticket software boasts a useful toolset for analytics, time tracking and integrated reporting for evaluating performance.
Verdict: This cloud-based software with contextual AI is designed for scalability and cross-vertical functionality of small companies and health services. It offers a full-featured ticket sales system and a call center solution. There is a separate knowledge base containing answers to the FAQ.
Zoho continues to add features to improve the Zoho Desk, building on an already rich feature set, such as voice over IP (VoIP) and social media integration, data analysis for managers tracking customer interactions and Service Level Agreements (SLA). The reporting tool and analytics features are useful for monitoring agent performance, as well as for making decisions based on data.
Verdict: This comprehensive cloud/on-premise CRM platform personalizes customer engagement with the benefits of segmentation, automation, a powerful analytics package and a knowledge base. LiveAgent offers an omnichannel mailbox, real-time chat, integrated call center and online self-service portal. It is scalable with built-in contact forms, collaboration space, migration plugins, hundreds of features and integrations: Zapier, tracking with Google Analytics, e-marketing, e-commerce, CMS.
The combined narrative model unites all channels of communication in a shared mailbox company on the basis of the scenarios. LiveAgent is one of the best help desk software due to robust rules for starting automation by time, SLA or action, reporting and analytics for evaluating service standards.
Verdict: To closely integrate marketing with customer support, the Zendesk CRM family will be the best help desk software. Zendesk Support takes a marketing approach to customer support, integrating its cloud-based software solution with a larger package aimed at managing the customer experience.
The self-service module boasts an intelligent search tool and branding of support pages. Key features include group rules, macros and automated processes, a customizable front-end portal and chat functions. Zendesk integrates with dozens of content management systems, CRM, sales automation, eCommerce platforms, productivity applications, cloud storage, customer relationship management tools, Salesforce and Google Analytics.
Verdict: Cayzu works well as a cloud-based support platform for small businesses and startups, offering robust integration capabilities with third-party vendors at a nice price. The strong point is that companies offering multiple products can create a branded support portal for each product.
It offers standard general-purpose and agent-specific reports, as well as a number of standardized workflow automation tools that can be enabled or disabled with a single click. The Cayzu API allows employees who can write code to create interfaces with other business intelligence tools. Cayzu’s accessibility, integrated analytics, self-service features and creative brand management make it the best help desk software.
Verdict: This cloud-based ticketing system includes SLA management, surveys and reviews, reporting, asset and task management, escalation, community forums, a self-service portal and a knowledge base.
It is a universal package for businesses to enjoy unlimited storage space, backup, classify emails by ticket and track their cycle, measure key metrics to evaluate team performance, as in the best time management software.
HappyFox integrates with business applications for accounting, customer feedback, CRM and commerce. The customer self-service channel supports searchable knowledge bases that can be specifically set for internal or external use, as well as category-based forums in public options, customer-only and agent-only options.
Verdict: The Service Desk Plus version of the platform is designed for managed service providers (MSPs) with advanced IT asset management (ITAM) and project management features. It lets you make changes without any risks by means of simplified planning, approval and implementation.
A complete IT Service Management package (ITSM) with integrated Configuration Management Database (CMDB) provides integrated management and knowledge base builder, a virtual assistant with AI, efficient SLA management with proactive and reactive escalations.
With powerful automation and intelligent customization, ServiceDesk Plus helps IT support teams deliver world-class services at a lower cost. Capabilities of this IT help desk software include robust incident management processes that increase agent productivity, as well as features to meet the requirements of IT infrastructure libraries with product and contract management tools.
Verdict: Freshservice is a comprehensive cloud support service and enterprise project, asset and IT Service Management (ITSM) solution. It is the best help desk software for IT support of large organizations in the management of internal projects, especially those who use the methods of working with the Information Technology Library (ITIL): change management, from eliminating technological problems to storing and managing technical assets and creating new products. Freshservice is suitable for SLA compliant managed service providers.
An automated internal process lets you use various business methods and CMDB. The risk detection algorithm uses all incidents to assess potential problems. Besides, Freshservice includes standard CMDB modules and a knowledge base, as well as many plug-in management modules.
Verdict: This affordable end-to-end asset management solution is based on the cloud for IT Service Management (ITSM). It boasts robust asset management features (hardware, software licenses, warranties) and change management, workflow automation, incident tracking, SLA reporting, remote support integration and knowledge base capabilities.
The relational ticket management system will automate such tasks as ticket assignment, routing and escalation. By integrating Web HelpDesk with the Dameware Remote Support software, you can provide support to end-users. This service desk software offers reports that help you measure your SLA. Detailed analytics will help you measure your organization’s performance. The portal lets users independently search for a solution using the system’s customizable knowledge base.
Verdict: Jitbit Helpdesk as a ticket sales system is available as a cloud SaaS. If you want to host the application on your own server and use it internally, it offers a local version. It boasts a robust automation engine that handles routing tasks, SLA rules, Live Chat, asset management, knowledge base and real-time screen recording. SaaS and IT versions integrate with 500+ apps, mailboxes and Google Drive.
Although email is the main channel, chat, web portal, API and several built-in integrations are supported. Jitbit is updated in real time and for collaboration on issues. It offers a dozen of built-in reports on all aspects of support with data export to Excel. You can customize the public and private parts of your support service to match your brand.