The majority of companies are centered on communication. Whether addressing employee IT needs or interacting with consumers to assist in fixing service-related concerns; most organizations ultimately require a mechanism to handle such interactions. Help Desk Software helps in that process.
A tool for managing, organizing, and responding to service-related inquiries is Help Desk Software. While some help desks handle client inquiries, others handle requests from team members for internal services.
Because Best Help Desk Software combines all your customer support interactions into one omnichannel tool, it’s a great way to improve your customer experience. 75% of customers want a consistent experience, regardless of how they engage with a company (through social media, in person, by phone, etc.).
Top Help Desk Software
1. HappyFox
HappyFox is a feature-rich cloud-based IT Help Desk Software suitable for various business sectors and workforce sizes. It has all the necessary components of a help desk, such as sophisticated reporting, ticketing administration, intelligent automation, and more. HappyFox does, however, have comparatively fewer app connectors than, say, Zendesk.
Furthermore, HappyFox does not provide a free plan or trial, so you must pay to use the program. Four options are available from the firm, each needing at least five support desk personnel. Each plan has a different feature set, as you would anticipate. The features that are part of the Enterprise plan are listed below.
Features:
- API.
- Access Controls/Permissions.
- Activity Tracking.
- Alerts/Escalation.
- Alerts/Notifications.
- Assignment Management.
- Automated Routing.
- Call Center Management.
- Case Management.
- Cataloging/Categorization.
- Collaboration Tools.
- Communication Management.
- Contact Database.
- Contact Management.
- Content Management.
- Customer Complaint Tracking and many more.
Pricing:
- Free trial available.
- Starter: $29/month.
- Growth: $49/month.
- Scale: $149/month.
- Scale Plus: $299/month.
2. Help Scout
Help Scout is a comprehensive platform for customer service that comes with all the tools you need to provide exceptional customer service. Upon registering with Help Scout, you will get access to many resources. Collaboration features like @mentions and private notes are available in assistance Scout’s shared inboxes to facilitate client conversations and assistance requests.
Additionally, workflows are available to automate repetitive processes and decrease the amount of duplicate labor. Artificial intelligence (AI) technologies such as AI summarize, and AI assist are also available to aid the support staff in their job. Lastly, stored responses simplify the process of answering common client questions.
Features:
- Auto-Responders.
- Automated Routing.
- Canned Responses.
- Cataloging/Categorization.
- Chat/Messaging.
- Collaboration Tools.
- Communication Management.
- Configurable Workflow.
- Contact Database.
- Contact Management.
- Customer Communication.
- Customer Database.
- Customer History.
- Customizable Branding.
- Customizable Fields.
- Customizable Reports.
- Customizable Templates.
- Data Import/Export and many more.
Pricing:
- Free trial available.
- Standard: $25/user/month.
- Plus: $40/user/month.
- Company: $60/user/month.
3. Hiver
Hiver is one of the Best Help Desk Software for startups, with an intuitive UI designed for teams using Google Workspace. You can handle consumer inquiries via email, live chat, audio, and the knowledge base with Hiver.
One of the easiest software for new businesses to utilize is Hiver. Without needing to learn new software, teams may work together, assign questions, and monitor their progress all from inside Gmail (without needing CCs and forwards). In addition, Hiver provides additional strong features at a reasonable cost, such as analytics, automation, SLA management, and customer surveys.
Features:
- @mentions.
- Access Controls/Permissions.
- Activity Tracking.
- Alerts/Escalation.
- Alerts/Notifications.
- Assignment Management.
- Auto-Responders.
- Automated Routing.
- Campaign Analytics.
- Canned Responses.
- Chat/Messaging.
- Collaboration Tools.
- Commenting/Notes.
- Communication Management.
- Customer Communication.
- Customer Complaint Tracking.
- Customer History.
- Customer Service Analytics and many more.
Pricing:
- Free trial available.
- Lite: $15/user/month.
- Pro: $39/user/month.
- Elite: $59/user/month.
4. SysAid
The help desk ticketing system SysAid is used to handle internal IT inquiries. They provide various SLA management tools, such as workflow and ticket automation, to lower SLAs. Additionally, you may create a knowledge management self-service site where staff members can take care of simple tasks like changing their passwords.
You can get started immediately with various preset forms and templates. Alternatively, you may design unique forms tailored to your team’s and organization’s requirements. As most IT technologies are used in tandem with one another, you can access many connectors from third parties.
Features:
- API.
- Access Controls/Permissions.
- Activity Dashboard.
- Activity Tracking.
- Alerts/Escalation.
- Alerts/Notifications.
- Analytics.
- Approval Process Control.
- Asset Lifecycle Management.
- Asset Tracking.
- Assignment Management.
- Audit Management.
- Automated Routing.
- Availability Management.
- Bandwidth Monitoring.
- Barcode/Ticket Scanning.
- Benchmarking.
- Configuration Management Database.
- CPU Monitoring.
- Change Management.
- Chat/Messaging.
- Chatbot and many more.
Pricing:
- Free trial available.
- Help Desk, ITSM and ITSM AI: Custom pricing.
5. JIRA Service Management
IT departments may use Atlassian’s cloud-based JIRA Service Management internal IT Help Desk Software. Its features include automation, self-service, issue management, conversational ticketing, and others. Its native knowledge base may be connected. However, a separate Confluence subscription is required.
With the free plan, you can use JIRA, but you can only use it for three agents or ten users. Alternatively, you may begin a free seven-day Standard or Premium plan trial, each supporting a maximum of 5,000 agents.
Features:
- Cost Tracking.
- Customer Complaint Tracking.
- Customer History.
- Customer Segmentation.
- Customer Service Analytics.
- Customer Support.
- Customizable Branding.
- Customizable Fields.
- Customizable Forms.
- Customizable Reports.
- Customizable Templates.
- Dashboard.
- Data Import/Export.
- Document Management.
- Document Storage.
- Email Alerts.
- Email Management.
- Feedback Management, and many more.
Pricing:
- Free version available.
- Premium: $45/agent/month.
- Enterprise: Contact JIRA.
6. Freshdesk
Larger organizations might benefit from using Freshdesk, a multipurpose and one of the Best Help Desk Software, particularly those operating in contact centers.
You can manage support requests via chat when you join up, and other features include a knowledge base, a shared mailbox, and chat support. Additionally, you are allotted inbound minutes to manage consumer calls (the precise number of minutes depends on the package you choose).
Access to a few third-party connectors is also provided to maintain the connectivity of your support tech stack. Despite its strength, Freshdesk’s plans, and pricing might be perplexing due to the abundance of add-on options. Furthermore, the functionalities above are exclusive to their more expensive omnichannel programs.
Features:
- Call Recording.
- Call Routing.
- Case Management.
- Cataloging/Categorization.
- Chat/Messaging.
- Collaboration Tools.
- Communication Management.
- Computer Telephony Integration.
- Conferencing.
- Contact Database.
- Contact Management.
- Content Creation.
- Content Management.
- Customer Complaint Tracking.
- Customer Database.
- Customer Experience Management.
- Customer History.
- Customer Segmentation.
- Customizable Branding.
- Customizable Fields.
- Customizable Forms.
- Customizable Reports and many more.
Pricing:
- Free version available.
- Growth: $18/agent/month.
- Pro: $47/agent/month.
- Enterprise: $83/agent/month.
7. Zoho Desk
Zoho Desk is another well-liked customer care product in the startup community. It automatically or manually assigns client tickets to the appropriate support agents. Additionally, the platform gives teams access to performance reports that provide light on the caliber of client service.
One of the greatest Help Desk Software for new businesses is Zoho Desk. You may provide help with this tool on various platforms, including online forms, cloud-based phone systems, chat, SMS messaging, email, and more.
Features:
- Customer Engagement.
- Customer Experience Management.
- Customer History.
- Customer Management.
- Customer Segmentation.
- Customer Service Analytics.
- Customizable Branding.
- Customizable Fields.
- Customizable Forms.
- Customizable Reports.
- Customizable Templates.
- Dashboard.
- Data Import/Export.
- Decision Support.
- Discussions/Forums.
- Document Management and many more.
Pricing:
- Free version available.
- Express: $7/user/month.
- Standard: $14/user/month.
- Professional: $23/user/month.
- Enterprise: $40/user/month.
8. Salesforce Service Cloud
Salesforce Service Cloud is worth looking at for businesses that want reliable, enterprise-level technical support software. It provides a system that enables exceptional service and continuous improvement over time using AI-powered automation, 360-degree customer perspectives, and sophisticated service analytics.
That being said, if you’re currently using another well-known Salesforce product, it will be simpler to fully use the capabilities of Salesforce Service Cloud, including the 360-degree customer view. If not, you must utilize the Salesforce API or build connectors to get pertinent data from other applications.
Features:
- Call Routing.
- Call Scripting.
- Call Tracking.
- Call Transfer.
- Callback Scheduling.
- Caller ID.
- Campaign Management.
- Canned Responses.
- Capacity Management.
- Case Management.
- Cataloging/Categorization.
- Change Management.
- Chat/Messaging.
- Client Portal.
- Code Enforcement.
- Collaboration Tools.
- Commenting/Notes.
- Communication Management.
- Compliance Management.
- Computer Telephony Integration.
- Configurable Workflow.
- Configuration Management.
Pricing:
- Free trial available.
- Lightning Essentials: $25/user/month.
- Lightning Professional: $75/user/month.
- Lightning Enterprise: $150/user/month.
- Lightning Performance: $300/user/month.
Why Use Help Desk Software?
You may stay up to date with the many methods to satisfy the demands of your consumers by using help desk software solutions. Help Desk Software makes it easier for your clients to locate your support alternatives when they need help, regardless of the platforms they choose, since communication techniques are always changing.
Help desk software is also an essential tool for optimizing the use of your support staff. A help desk system may significantly reduce phone calls, freeing agents’ time to focus more on resolving complex problems.
Your customer care personnel will be able to manage issues more skillfully and easily by focusing their attention on where it will have the most effect. This will increase customer retention and guarantee seamless operations all around.
FAQs
Q: Can I use Help Desk Software for free?
A: Some of the mentioned options offer a free version. Others offer a free trial.
Q: What are the different types of help desk software?
A: There are six types of help desk software, such as:
- Enterprise help desks.
- IT help desks.
- HR help desks.
- Web-based help desks.
- On-premises and cloud-based help desks.
- Open-source and closed-source help desks.
Q: What essential features should I look for while choosing a tool?
A: While choosing Help Desk Software, always look for these features:
- Multi-channel support.
- Unified view of the customer.
- Knowledge base and community forum.
- Tracking and analytics.
- Automation.
- Apps and integrations.
- Agent efficiency tools.