As companies of all sizes implement new technology to raise customer happiness and streamline operations, the market for help desk software is expanding quickly.
Help Desk Software – List of the Best Help Desk Software for 2024
In this guide, we’ll discuss the main characteristics to look for in a solid help desk solution and give you an overview of the top options available to help you choose the best help desk software for your company.
We took into account features like ticket administration, knowledge base management, pricing, and interaction with other business tools as well as ease of use, affordability, and customer support while determining the top solutions. Check out the top 12 names in the help desk software industry.
Freshdesk
A chatbot and workflow automation are included in this cloud-based omnichannel help desk support system’s full AI-based solution for all client touchpoints. Its main objective is to serve small and medium-sized companies’ external clients in the fields of real estate, healthcare, and insurance.
Many of the top customer service software features are available in Freshdesk, including form management, community, multi-channel help services, SLA agreement management, metric measurement, self-service portals, a FAQ section with SEO, and full personalization choices that boost productivity.
HelpScout
Help Scout is a full customer support platform with all the tools you need to provide exceptional customer service. You have access to a number of tools after joining Help Scout. To ask for assistance or to provide more context for a customer engagement, collaboration options like @mentions and private notes are available in Help Scout’s shared inboxes.
Workflows are used to automate routing and repetitive processes, and collision detection helps to minimize duplication of effort.
Finally, pre-written replies make it simple to reply to common consumer inquiries.
SysAid
The help desk ticketing program SysAid controls internal IT inquiries. To lower SLAs, they provide a variety of SLA management services, such as workflow automation and ticket automation. Additionally, you can create a self-service site for knowledge management so that staff members can manage simple requests like password resets independently.
You may get things started right away with a variety of basic templates and forms, or you can design your own unique ones that best meet the demands of your team and company.
Hiver
Hiver works best when viewed as an addition to your Gmail account. You can use it to take internal notes during talks and even assign conversations to particular agents.
Hiver also lets you use some reporting so you can learn more about team performance and discover the typical causes of customer contact and why they reach out.
Hiver lacks other tools beyond a shared inbox, unlike the majority of the other options on this list, which may limit its capacity to grow with your team.
ZohoDesk
Contextual AI-enhanced cloud-based software is intended for small businesses and healthcare services and is scaleable across verticals. It provides a call center solution as well as a fully functional ticket sales system. The answers to the FAQ are located in a different knowledge base.
In order to further enhance the Zoho Desk, Zoho is adding new features. These additions include the integration of social media and voice over IP (VoIP), data analysis for managers to supervise and measure customer interactions, and Service Level Agreements (SLA).
Jira Service Desk
Although Jira Service Desk is frequently used by engineering teams, many support teams also use it because it’s a convenient way for them to submit and monitor defects.
To ensure projects operate successfully, users can design unique workflows and forms. They can also give tasks a status to keep everyone updated. Reports can help support agents understand the general workload and the projects they are working on, adding more context to problem tracking and requests.
Zendesk
Almost everyone in the customer service industry has heard of Zendesk. They produce a multi-channel support system with tools for live chat, a knowledge base, and a shared inbox.
In addition to that, they also provide some more sophisticated AI-based chatbots and autoresponder solutions (albeit those are only included in their more expensive subscriptions).
Additionally, you have access to a wealth of automation and productivity solutions, as well as more than 1,000 connectors with other technologies in your support ecosystem.
Front
Most teams decide to utilize a group email address (for example, support@yourdomain.com) to receive support customer tickets when speaking with customers. However, some teams would still like the capability of help desk software but would rather connect via personal email addresses. You can accomplish just that with Front.
You can link your social network, email, and SMS accounts to a common mailbox using Front. Additionally, it has certain automated features to cut down on manual labor as well as productivity features like internal notes.
Gorgias
Gorgias is a help desk program that focuses mostly on online shopping. A knowledge base tool, a shared inbox tool, and a live chat tool are all accessible through Gorgias. Its Shopify, Magento, and BigCommerce integrations (although the Magento integration is only available on the higher-tier subscription) set it apart from the other options on the list.
Your staff may save a ton of time and hassle by using those integrations to view order information, alter orders, and even perform refunds directly from your support desk. All of their programs, however, include ticket limits, which means that your rates may change from month to month based on volume.
Kustomer
Help desk and project management software were merged by Kustomer to produce a special kind of solution. Kustomer provides multi-channel support for social media accounts, chat, email, and other platforms. You can create, assign, and establish due dates for tasks in project management.
Additionally, you may update various systems at once and obtain a clear picture of each customer, saving time and effort. Even though Kustomer has some remarkable capabilities, it is fairly pricey, and the pricing is a little unclear because there are many add-on tools.
Spiceworks
Another tool that can be used to create an IT help desk is Spiceworks. With it, you can set up a self-service portal to enable individuals to find answers and solutions on their own and conveniently organize and manage interactions.
In order to give your IT staff more time, you can automate a variety of manual operations. You can make unique web pages and user portals for each client if your company offers IT services to many different customers. The best part is that Spiceworks is totally free.
EngageBay
A great cloud-based helpdesk option for small firms, startups, and solopreneurs is EngageBay. All of your teams will get access to common centralized data about your clients because the helpdesk software is a component of a comprehensive all-inclusive sales, marketing, and customer support solution.
For cross-team help, EngageBay even reassigns tickets to the appropriate service agent. You can save time by using prefabricated responses, which are pre-written responses to frequently requested questions. The intelligent multi-step service workflows, which include ticket prioritizing, assignments, status updates, and auto-close flags, are some of the best.
A major investment in your customer support team, your clients, and ultimately your business is made when you switch to a new help desk. A lengthy feature list is desirable, but you should choose with a bigger picture in mind.
Take your time and make an informed choice since choosing a product that works for your team (and your consumers) will cost you money.
