20 Best Help Desk Software of 2020
“Your clients do not care how much you know until they know how much you care”―Teddy Roosevelt
Talking about the basics, there are two main kinds of help desk software products: one intended to help your employees provide better support to your customers and the other intended to help your customer. So, when you’re searching for the top help desk software, it is better to choose one that enables you to help both - your employees and customers.
The best Help Desk Software plays an all-round role in providing solutions to customer queries. Both cloud-based and on-premise help desk software offers you all the features to keep a check on customer queries and improve your support agents’ performance. Dedicated to benchmark the best online help desk system, few names stand a cut above the rest. With features like canned responses, child tickets, shared inboxes, reports, and much more, these help desks make customer support easy and fun.
The questions that arise now are obvious:
To help you answer these questions and guide you choose confidently, we have compiled the top 20 help desk vendors for 2020 and beyond. You can have a detailed overview of the list and compare help desk software to find the best one that suits all your requirements. Here we go !!
Let’s have a comparison to their individual features, pricing and why to use these top help desk solutions in detail.
ProProfs Help Desk is listed among the top help desk software products today. This feature-rich help desk platform not only enables an online business to track all customer issues, requests, and bugs but also allows your customer support teams to resolve them in no time effectively.
ProProfs Help Desk Software includes several other salient features, such as child tickets, canned responses, integrations, and shared inboxes, that helps in expediting ticket resolution and delightful customer experience.
ProProfs Help Desk makes it so easy that you will never lose a ticket and will always know who is working on what. Critical tickets can be resolved first as you can easily prioritize them as per business requirements.
This feature allows you to get in touch with real chat support reps. Human communication always lends a personal touch and increases the value of customer satisfaction.
Provides various online training courses to train agents and customers that keeps them updated and aware of all contemporaries.
This help desk solution is for all skill levels and NO software or HTML expertise is needed. Moreover, you can view and access these support tools from any device or location around the globe.
This section includes all reasons as to why ProProfs Help Desk is considered among the top help desk platforms in the market. Let’s have a look:
This help desk software is simple to use and is designed for all skill levels. Just connect all your customer-facing emails and get all your emails in a shared inbox.
Measure customer delight with insightful reports that ProProfs Help Desk generates. The best part is - These presentation-ready metrics give you insights into agent training opportunities.
ProProfs provides human support. They have phone help, chat and a huge knowledge base. If you need help, you can call, chat, email 24*7 or use the knowledge base.
It is more of a traditional helpdesk software solution that allows for automated ticketing, which eventually ensures that the SLAs are met positively and support agents are managed as per the workflow KPIs. It is a product from Solar Winds.
SolarWinds Web Help Desk software has applied in the IT department, facilities management, field services, HR, and few others.
Changes are not easy, especially when it impacts your organization or your employees. Effective change management comes into the picture if there is clear communication to the people affected, handled without frustration, and a focus on improving the service quality.
You can improve security and compatibility via FIPS 140-2 compatible cryptography support, which is commonly known as FIPS-mode SSL Protocol.
The UI is really interactive and makes it easy for agents to manage all customer tickets efficiently on one platform.
Web help desk software is an on-premise tool that offers advanced features to cater to customer questions instantly.
All agents or “assets” can be tracked right from the start of a generated ticket to when they resolve the ticket.
Deskpro is a help desk software platform that offers a modern and real-time web interface. Ideal for every kind of organization, Deskpro is full of features and customizable components, which makes it robust and flexible to use.
Helps you monitor and audit the entire log of all administrative interactions within the help desk.
Deskpro helpdesk is built in a way that it always keeps you up to date, and all customers are upgraded to a newer version of the software automatically.
Embeds the chat widget on your website to connect with users without visiting the service portal.
No matter what channel you use, this tool helps you stay on top of every reply. Email, social media, live chat, or phone calls, all communication channels are monitored with DeskPro.
Enable customers to answer their question themselves with a robust knowledge base integration.
Never lose any customer data with the easy importer tools offered by this help desk software.
Zendesk focusses its products around building an omnichannel ticketing system that is like a shared inbox for all your customer inquiries and their trajectory. A detail-oriented ticketing system makes Zendesk counted as one of the most popular helpdesk software.
Zendesk has an app marketplace with an assortment of first-party and third-party apps, some paid, and some free.
Inbuilt with some scripted responses while handling tickets makes the job easier by saving time and typework.
Zendesk has an efficient workflow for ticket management, which can search customer’s history and a personalized view to track ongoing performance.
Zendesk provides organization to put a variety of customer support interactions in one accessible database.
This software also works with other modules of the Zendesk software family-like Zendesk Talk, which is also their call center package.
Higher plans in the package are equipped with multi-functionality such as business rules, integrations, multilingual content, performance dashboard, and CSAT surveys.
Freshdesk is a help desk software product by Freshworks. It is also a cloud-based omnichannel help desk solution that has multiple features based around the tickets created.
This help desk solution is compatible to integrate information from multiple channels like phone, email, chat, and social media.
Freshdesk has another special feature of team huddle, which helps to bring in expertise on complicated or escalated cases.
The solution includes a consolidated inbox to manage incoming tickets from several sources to one location and an option to create custom ticket statuses as well.
Freshdesk comes with a powerful suite of multiple features which is mostly production-oriented and makes it easy for teams of all sizes to collaborate and deliver a great support experience for customers.
This helpdesk solution is used by over 150,000 customers across multiple organizations such as HP, Harvard University, Bridgestone, etc.
Setting service level agreements (SLAs) and having a check on other advanced reporting features in the evaluation criteria section makes Freshdesk stand out as a worthy help desk solution.
Freshservice is also a Freshworks product that serves as an online IT help desk. It has some remarkable features on top of powerful ticketing capabilities. Let’s discuss some of the salient features that come in a package with this help desk solution.
This tool delivers a great user experience when it comes to asset management. It includes auto-discovery of new resources, enhanced impact analysis, and strong configuration management.
Freshservice’s intuitive UI (User Interface) requires minimal training and is customizable to both IT and Non-IT Requirements.
The software helps you track assets, manage self-service portals, navigate and manage issues, organize contracts and licenses.
Install a user-friendly catalog module to offer multiple services for multiple departments so that users can easily access the desired module as per the service request.
This service desk software helps you configure and automate repetitive tasks, prioritizes tickets for approval, and notifies users automatically.
Change, Release and Knowledge Management are some of the distinct reasons to go for this help desk solution. This tool enables users to look up solutions from the knowledge base on their own and raise requests directly from your portal if required.
Zoho Desk is a cloud-based help desk software solution that focuses on being context-aware. Including its multichannel capabilities, Zoho Desk comes with an advanced AI assistant, which brings all the tools and context embedded, which helps your team deliver a great customer experience.
Zoho Desk is well known for its user-friendliness and the ease of navigating the software. It gives you an experience full of flexibility and is quick to get up and running.
This cloud-based help desk ticketing tool has a long list of integrated apps and telephony services. The list includes software like AWS, Jive, G Suite, Salesforce, and many more, including over numerous options by linking with Zapier.
Unlike other online ticketing management software, a strong feature of Zoho Desk is its tier count, which is only three that too, with a free 15-day trial with a reasonable limit of three users.
Users can operate zoho Desk with mobile apps for iOS and Android. Support is provided via several avenues, including active user forums, user guides, blogs, and a live chat, which comes with paid packages.
Out of the best help desk system companies, Zoho Desk includes features which categorize tickets of higher importance or overdue flag, track quality metrics, and support for self-served users.
One of the help desk system lists consists of features like “Customer Success Rating” and Cloud Telephony, which comes with affordable packages that are billed annually. Other plans also include features to add custom ticket templates, cross-department reports, and role-based access control.
Out of the best help desk system companies, Azure desk comes with all the “must-have” features of an enterprise-class system for all sorts of businesses at minimal cost to users. Similarly, there are few more features offered by Azure desk.
Azure Desk doesn’t have any tier pricing for its users. One single plan and a straightforward cost make it totally affordable.
This help desk solution is straightforward and easy to use. You don’t need much technical expertise to operate this self-explanatory software.
Browser like tabs and a creative UI makes it easier for agents/users to work on multiple tickets together without switching the windows and having too many clicks.
This help desk solution is comparatively affordable than other software in the list. It doesn’t have any tier pricing or variable charges as such.
Azure Desk enables you to manage all IT incidents for various franchise operations effectively. One can track, monitor, and escalate outstanding tasks on priority basis wherever necessary.
The software comes with the best feature/price ratio with an outstanding support team, which makes it one of the best help desk ticketing tools and an end-to-end support engine for rapidly growing companies.
Vision Help Desk is also a known customer service tool for many businesses across industries. Support ticket tracking, incoming call management, and call tracking are some of the features that establish sound communication between customers and vendors.
The software provides a multichannel communication platform with automated routing and email integration features.
You will be able to customize and create alert rules as per your priority and business requirements for all events and tickets.
The platform helps the agents to communicate effectively and provides access to share any file, document, or media between teams.
A software solution built to improve B2B customer loyalty enriched with an innovative SaaS application that goes well beyond the traditional customer support technology. With a sole focus on providing the best customer support experience, TeamSupport is mainly dedicated to support large B2B chains of small commercial facilities.
TeamSupport introduces a low monthly fee only for the users needed as per business. Its affordable help desk software pricing includes almost all features and customization needed for a better support experience.
With NO duplication of effort, TeamSupport has a comprehensive and seamless workflow that improves collaboration and efficiency across teams.
There are few visual tools included in this software which improves clarity and communication with customers. In-line images for easy cut and paste, integrated screen recording helps customers send a video of their exact issues.
Hubspot offers a complete help desk with built-in reporting and automation. You can convert customer chats into tickets that can easily be tracked, prioritized, and organized.
Enable self-help and ensure customers discover helpful information on their own.
This help desk software helps you get a pulse on customer delight and deploy multiple surveys to gather feedback, which eventually improves your customer experience.
The software uses bots to scale 1-1 communication and improve live chat experience by routing customers to appropriate chat agents and providing relevant help documentation.
Bitrix24 is a free help desk software specially built for the contact center modules and usually comes with CRM. This module allows users for a wide range of communication channels, including live chat, SMS, email, social media messages, and even phone calls.
Bitrix24 is a powerful platform that includes features of a contact center module for staff communication, project management, and CRM.
This software is used by almost 4 million companies, including cloud and on-premise, with open-source code access.
Bitrix24 is particularly built for companies and small businesses. It is well suited for remote teams too, who want to keep in touch and operate efficiently.
LiveAgent is the perfect help desk software to meet the needs of small and medium businesses. This unique help desk solution helps users to stay closer to their customers and help them with a faster resolution.
It is like a smarter version of your email inbox. Be it emails, calls, chats, Facebook & Twitter messages, forum posts, or suggestions; it can be accessed and managed from one place.
Access and communicate with your customers through multiple channels but always stay in the same hybrid ticket because they all look the same irrespective of the communication channel.
Adding a human factor to your chat desk through real time responses can be a game changer for your customers. This feature has the ability to provide convenient and exact answers that customers want.
Jitbit is an affordable, lightweight, and fast helpdesk ticketing solution for your business, which comes with an interactive user interface. The dashboard of the software features a powerful grid showing all information on your tickets.
You can easily sort and filter the ticket requests, review them, and even perform bulk operations without leaving the webpage.
It lets you switch between queue modes such as “all”, “in progress” and “open” tickets. You can also switch to the “assigned to me” mode for ticket requests coming from a specific company or customer.
You can classify tickets into different categories manually, whereas customers can choose a category during ticket filing or do this via existing automation rules and email engine settings.
ThinkOwl is an AI-based helpdesk software that combines the technology of the human brain and machine learning. It is one of the best multi-channel customer service software fully powered by artificial intelligence.
Artificial Intelligence + Help Desk Software = Better Relationships
Measures and understands your customer relations based on precise data gathered through a machine learning platform.
Manifesting the art of AI, ThinkOwl is a software that helps you optimize your knowledge base and gather insights from each automated customer interaction.
A thoroughly modern approach to the helpdesk solution with the feasibility of apps to connect with other platforms makes Jira Service Desk one of the best help desks for small businesses as well as more significant enterprises.
The service desk can be used via mobile platform apps and notable customers such as Twitter, Spotify, and Sotheby’s.
You can easily connect to your favorite asset management app to track, refer, and tie requests with assets directly from Jira service desk.
You can link IT tickets to the development team’s backlog if your software teams already use Jira software. It helps you get to the root cause of issues before they escalate.
Jira Service Desk is PinkVERIFY certified, which offers you almost everything your IT teams need for a service request, problem, incident, and change management.
Hesk is like asset management built-in your help desk to monitor, manage, secure, and patch assets. It is completely customizable and supports unlimited custom fields and forms with remote control access and a self-service portal.
This help desk solution skips the value for cost evaluation as it is an open-source platform, which makes it a great option for small businesses and start-ups.
Get benefits from a wide range of tools such as email & LDAP integrations, remote desktop live chat, etc. that will save your time, energy, and money.
Hesk doesn’t integrate directly with other software and is developed as a stand-alone help desk application. There may be some third party tutorials on integrating Hesk with other 3P scripts, but none of them are endorsed or supported by Hesk.
It is an in-app messenger service that helps you track customer data, set auto-responses, educate your customers, and quickly deliver a resolution. HelpCrunch also offers multi-channel support with a shared inbox, making it extremely easy to collaborate with agents in real-time.
Monitoring team’s productivity and performing to customer satisfaction is made easy with this help desk solution. You can analyze each agent’s performance over a period of time and find opportunities for improvement.
This messenger service helps in importing existing customer database to HelpCrunch and exporting the same from the system whenever required.
You can localize or translate your widget and messages if you expect visitors to land on your page from different geographical locations.
Teamwork Desk is a customer-centric help desk software that gives you all the features you need like shared inboxes, collision detection, help docs, and productivity indicators. This enables your team to keep customers at heart and drive an excellent customer support business.
Helps you collate every customer interaction in one place so that you can resolve their queries with context and deliver the best support experience.
Improving collaboration, reducing silos, and ensuring nothing goes unanswered are few of the key features of this help desk software.
Enables visibility for your team to see exactly who is responsible for what. This ensures faster resolution with no crossed wires.
Help Sumo offers you a complete help desk solution to manage and handle support tickets and other support related functionalities. It is a hosted online software specially designed for delivering support related resolutions via ticket system, social media, emails, and live chat.
You can manage live chats with your favorite IM apps and multitask like a pro with predefined live chat responses.
Analysis and tracking of key metrics are the first rules to run a functional and efficient helpdesk system. Such parameters are critical for delivering outstanding customer service.
It is always critical to guarantee service and resolution within the turnaround time when it comes to help desk system. This solution is built with an enhanced SLA management module so that you may never miss your promised delivery time.
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