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Compare the Top Help Desk Software of 2019

Compare the best Help Desk software currently available using the table below.

  • 1
    Cayzu Icon

    Cayzu

    Cayzu

    If you need an easy and affordable help desk solution, look no further than Cayzu. Cayzu is for small or mid-size businesses looking for a simple, intuitive, and beautiful solution for providing and getting instant customer support. The platform offers a wealth of features that include integrated communications (email, social, voice, and chat), automated rules and workflows, mobile apps, branded self-service and knowledge base portal, app integrations, reporting and analytics, and more.

    Starting Price: $4.00/month/user
  • 2
    SysAid Icon

    SysAid

    SysAid Technologies

    SysAid provides IT and enterprise service management solutions that transform IT agent productivity, drastically enhance the end-user experience, and drive value across the organization. SysAid partners with over 10,000 customers, from small businesses to Fortune 500 enterprises across 140 countries. Available in 42 languages as a cloud-based and on-premises solution, SysAid combines all the essential IT tools in one platform. For more information, please visit www.sysaid.com.

  • 3
    Atera Icon

    Atera

    Atera

    Atera is an IT Management interface that provides the summit of solutions for MSPs. This leading-edge, cloud-based program offers Remote Monitoring & Management, Remote Access & Support, Technician-Based Pricing, and Professional Services Automation.

    Starting Price: $79.00/month/user Partner badge
  • 4
    Canfigure Icon

    Canfigure

    Canfigure

    Canfigure is an IT Service Management solution with incredible flexibility. Canfigure is designed for scalability. We believe in keeping it simple with easily self-deployable, cost effective standalone tools allowing you to scale up through a library of well designed modules, growing your number of assets and expanding you user base at a pace that suits you. With out of the box support for all IT assets, Canfigure can be customized to hold information for any type of asset including IoT, facilities, transportation and more. The database schema can be extended via the admin functions with no technical knowledge required. Asset information can include financial data and be used to track important dates such as warranty expiry, and linked directly to supporting contract documents. The heart of Canfigure is a Configuration Management Database (CMDB) that underpins all other functions. The CMDB holds your data in the form of Configuration Items (CIs) and the relationships between them.

    Starting Price: $5,000 p/a Partner badge
  • 5
    Gmelius Icon

    Gmelius

    Gmelius

    Gmelius transforms Gmail / G Suite into your company’s workspace. Your inbox becomes a work hub for communication, collaboration, and workflow automation with real-time syncing across all team members and all devices - web & mobile. Gmelius is a complete solution that lets you manage your customer and project pipelines from beginning to end - without leaving your inbox. It seamlessly bridges the gap between external and internal communications like email and chat, while empowering your team with collaborative tools including shared inboxes, shared labels, shared email templates, email notes, shareable kanban boards, and more.

    Starting Price: $9.00/month/user
  • 6
    eCustomerService Icon

    eCustomerService

    Giva

    Giva builds happy customer relationships while helping to grow loyalty and revenue. We enable any organization to be more reliable, flexible, and scalable. Our reports and dashboards help you take action to increase customer retention and satisfaction. With Giva, customer interactions turn into lasting relationships while lowering costs and increasing productivity. We offer all our modules with full functionality in a simple product bundle that's perfect for 3 to 25 agents.

    Starting Price: $29 per month
  • 7
    Freshdesk Icon

    Freshdesk

    Freshworks

    Deliver exceptional customer service with Freshdesk, a leading customer support software and ticketing system. Intuitive, feature-rich, and affordable, Freshdesk is trusted by over 150,000 businesses of all sizes to help make their customers happy. Freshdesk helps business users manage all customer conversations in one place, automate repetitive work and save time, and work with other teams to resolve issues faster.

    Starting Price: $19.00/month/user
  • 8
    Freshservice Icon

    Freshservice

    Freshworks

    If you're looking for an IT service desk solution that's actually simple, turn to Freshservice. A plug-and-play ITIL service desk by Freshworks, Freshservice helps businesses modernize IT and other business functions--without the cost and complexity. Freshservice offers everything teams need for proactive IT service management, including ticketing and asset management, configuration management and enhanced impact analysis, robust incident management functionalities, and more.

    Starting Price: $29.00/month/user
  • 9
    UseResponse Icon

    UseResponse

    UseResponse

    Community Support Software can be installed on your server as a PHP script or used in Cloud as SaaS. Main Products Include: -Feedback Software Enables you to create Idea Bank, Bug Tracking System and FAQ section on your site to gather user requests from multiple channels. The system allows you to keep track of all the incoming requests from email, widget, chat, social media in one place. Smart voting and commenting system helps in creating product development roadmaps. Increase client satisfaction by using polls and CSAT feature. Insightful Reports and Analytics system will help you estimate the efficiency of your support team and analyze your customers experience. -Help Desk with Ticketing Feature rich ticketing help desk system allows you to manage tickets with the help of customizable statuses, tasks,private notes, comments, reports and Kanban Boards. Smart system automation and notification rules allow to facilitate the work load on your support team and cut the expenses.

    Starting Price: $49.00/month/ 2 Agents
  • 10
    LiveAgent Icon

    LiveAgent

    QualityUnit

    Stay on top of all customer requests and inquiries with LiveAgent, the most reviewed and top-rated help desk software in 2018 for small to mid-sized companies. LiveAgent offers a plethora of tools for managing company-customer interactions in one place. These include ticket management, live chat, social integrations, call center features, reporting, support portal, gamification, integrations, mobile apps, and more.

    Starting Price: $15.00/month/user
  • 11
    LogMeIn Rescue Icon

    LogMeIn Rescue

    LogMeIn

    Rescue by LogMeIn is an affordable and reliable remote support software. Rescue offers a wealth of features that enables businesses to provide a seamless support experience for their end users and improve the productivity of their support team. Its top features include remote control, remote diagnostics, multi-platform support, device configuration, video support, and integrations and APIs.

    Starting Price: $149.00/month
  • 12
    Zendesk Icon

    Zendesk

    Zendesk

    Build exceptional customer experiences with Zendesk. The leading provider of software and solutions for better customer relationships, Zendesk empowers businesses to be more reliable, flexible, and scalable. Its family of products include Support, an integrated customer support solution; Chat, live chat and messaging tool; Talk, call center software; Explore for analytics and reporting; Inbox, shared team inbox; Guide, a knowledge base and self service soltuion; and Connect + Outbound for proactive campaigns.

    Starting Price: $1.00/month/user
  • 13
    Web Help Desk Icon

    Web Help Desk

    SolarWinds

    With an intuitive web interface and service desk portal, Web Help Desk software delivers simplicity and automation to streamline help desk ticketing and IT asset management. Benefit from built-in knowledge base, IT change control, SLA alerting, performance reporting, customer surveys, and more.

    Starting Price: $695.00/one-time/user
  • 14
    NinjaRMM Icon

    NinjaRMM

    NinjaRMM, LLC

    If you're looking to support your clients and manage IT more efficiently, turn to NinjaRMM. The world's first security centric remote monitoring and management (RMM) platform, NinjaRMM enables IT professionals to monitor and manage the entire IT stack with full automation all within a single pane of glass. The platform features search and connect through TeamViewer, antivirus integration, real-time alerts, managed patching, automation, software inventory, and reporting.

    Starting Price: $3.00/month
  • 15
    Agiloft Service Desk Suite Icon

    Agiloft Service Desk Suite

    Agiloft

    Bring agility and efficiency to your support operations with the top-rated Service Desk Suite. Agiloft Service Desk suite offers fully-integrated applications to help IT teams get complete, 360-degree control over every process. It includes customer support, RMA management, IT ticketing system, internal help desk, asset management, change management, and ITIL and ITSM.

    Starting Price: $0
  • 16
    ScriptRunner Icon

    ScriptRunner

    AppSphere AG

    Make PowerShell a real solution. For you and your team. Automate and delegate many tasks with PowerShell and ScriptRunner. Especially the ones that keep you from your job. Smart. Simple. Secure. ScriptRunner is the leading all-in-one solution for PowerShell: - AUTOMATION with scripts and easy integration with monitoring, ITSM, workflows and applications. - SUPERVISION and control over all processes, clear dashboards and complete reporting. - DELEGATION of recurring routine activities to the service desk and end users. - ORGANIZE all PowerShell scripts, policies, logs, and reports in one place. - CONTROL all activities related to PowerShell and the use of scripts with policies. - DEVELOPEMENT of PowerShell scripts in the team and easy entry with customizable script collections.

  • 17
    Manavate ERP Icon

    Manavate ERP

    Manavate Ltd

    Manavate ERP is a cloud based management system that makes it infinitely easier for you to run your business. Say goodbye to hours lost on phone calls and emails that too often lead you away from efficiency and towards chaos. Sign up for a free trial and enjoy all the benefits Manavate has to offer.

    Starting Price: $29.00/month/user
  • 18
    everything HelpDesk Icon

    everything HelpDesk

    GroupLink

    everything HelpDesk is a simple web-based help desk solutions specially created for K-12 and local and state governments. Developed by GroupLink, a leading K-12 and government help desk, this robust help desk platform simplifies incident requests, increases productivity, and improves end-user satisfaction. everything HelpDesk provides a host of features that enable organizations to streamline and track issues, and report progress. These include email and calendar Integration, ZENworks and directory integration, asset discovery, mass ticket updates, multi-departmental service desk solution, iPhone and Android specialized interface, and more.

    Starting Price: $20.00/month/user
  • 19
    Re:amaze Icon

    Re:amaze

    Reamaze

    Build stronger relationships with your customers with Re:amaze. As a reliable web-based helpdesk, Re:amaze helps businesses support and engage their customers through a variety of communications channels Built for high-scalability, Re:amaze delivers a robust set of features that include chat and email as well as integrations for social media and mobile. Other key functionalities offered by Re:amaze include automated workflows, conversation permalinks, shared inboxes, public help sites, reporting, FAQ, and satisfaction surveys.

    Starting Price: $20.00/month/user
  • 20
    HelpOnClick Live Chat Icon

    HelpOnClick Live Chat

    HelpOnClick

    HelpOnClick is a cutting-edge cloud-based live chat and help desk software solution for small and midsize businesses. Simple and intuitive, HelpOnClick helps merchants seamlessly communicate to their website visitors, thereby improving customer support and increase sales. The HelpOnClick Live Chat software offers a host of capabilities that include real-time traffic monitoring, customizable sounds, icons, and texts, virtual chat agent, and integrations with Facebook, Drupal, WordPress, Joomla, and more.

    Starting Price: $12.00/month/user
  • 21
    SolarWinds Service Desk Icon

    SolarWinds Service Desk

    SolarWinds

    SolarWinds Service Desk, formerly Samanage, offers an enterprise level service-desk and IT asset-management solution for IT, HR, or Facilities professionals that need a clear and intuitive system to help manage request. Also, the fully customizable platform allows users to collaborate on challenging tasks and share ideas with the use of the in-app 'whiteboard'. Business can use SolarWinds Service Desk to Manage Hardware and Software, Organize and Manage Licenses and Contracts, Detect Risks, Keep up-to-date with License Compliance, and much more. Simply said, SolarWinds Service Desk is the solution that understands what it takes to manage the services in your organization successfully. Deliver world class service to your employees and minimize the impact incidents have on your business operations. Keep track of every asset to ensure employees are equipped with the tools they need to get their work done.

    Starting Price: $19.00 per user per month
  • 22
    Jira Service Desk Icon

    Jira Service Desk

    Atlassian

    JIRA by Atlassian is a market leader in the Service Desk Management software industry. With over 15-years of experience, Jira is used by globally leading brands that require a robust and streamline ticking service for internal or external teams. With easy-to-use tools and a quick implementation set-up, JIRA also offers one of the most affordable subscriptions in the marketplace. Give your IT department a considerable advantage by letting JIRA provide tools for Contract Management, Incident Managemen, IT Asset Management, an Elegant Knowledge Database, and much more.

    Starting Price: $10.00/month/user
  • 23
    Issuetrak Icon

    Issuetrak

    Issuetrak

    Resolve issues without the headache with IssueTrak. A powerful and versatile issue tracking and business process management software, IssueTrak helps users take their performance to the next level when it comes to issue tracking, workflow, customer support, complaint management, and help desk. The platform comes with automation tools, as well as reporting, custom forms, alerts, knowledge base, and more.

    Starting Price: $19.00/month/user
  • 24
    TeamHeadquarters Icon

    TeamHeadquarters

    Entry Software

    TeamHeadquarters by Entry is an integrated help desk and project management software for IT teams. With TeamHeadquarters, IT teams can focus on the right work at the right time. The platform offers full-function tools for project management, portfolio management, help desk, and time sheets.

    Starting Price: $28.00/month/user
  • 25
    Vision Helpdesk Icon

    Vision Helpdesk

    Vision Helpdesk

    Vision Helpdesk product is an 11-year-old veteran and pioneer in the Satellite helpdesk industry, currently trusted by 8,000+ companies. They dominate the market with their three product service platform that helps manage Customer Support for small to enterprise level business; Vision Helpdesk offers solutions that involve Help Desk Software (Multi-Channel Help Desk), Satellite Help Desk (Multi Company Help Desk), and IT Service Desk (ITIL/ITSM Help Desk). Vision Helpdesk is specifically designed to support for multiple companies/ brands/products on one centralized location, without needing to integrate third-party programs. Users can easily load the cloud-based version or private server version in any workstation operating Windows or iOS. Leaders at Vision Helpdesk believe that they can deliver all possible features that will simplify your day-to-day customer interaction and will give you perfect control over the information flow in your organization.

    Starting Price: $7.00/month/user
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What is Help Desk Software?

Just as the name states, help desk software aids in simplifying and automating business management services. Your employees may apply this management tool in accessing assistance or by clients who have purchased items or services from you. 

Handling user problems has been made easier with help desk software by giving you a better grip on customer issues and reducing the period taken from complaint to resolution. Help desk software is a strong base for a well-organized help desk. 

It should be one of the top priorities whether the institution is small or gigantic. 
Help desk software comes along with user benefits such as improved teamwork and effortless ticketing (A ticketing system aids team members in handling critical tasks, with much less supervision and in managing their own time with a more efficient approach), multitasking at smarter levels even when not in your office and helps prioritize essential tasks. 

A good 34 percent used help desk software across non-IT related departments such as HR. Some software was also recorded to be favored for their added security measures. 

All this goes to length to conclude that the benefits of a help desk software are limitless and knowing which software applies to your business is vital.

Comparing Help Desk Software

Help desk software differs significantly regarding function capabilities and areas/modes of application. This then translates that choosing the right one is not such an easy task. 

These Helpdesk software offer solutions by being centrally managed sites where customers or employees can report problems through the various forms of media in existence such as smartphones, email or social media. When these issues are recorded, a notification is sent to both customers and administrators, and this saves much needed time. 

Today, in the IT world, there are numerous products and vendors with great offers, promising good performance and low-cost software features. Knowing the correct software features you require could be the defining difference between your business and your competitors. 

Some important functionality features to take into consideration when comparing help desk software:

  • Ticket, Service, and Complication Management - This is where collaborative settings employ the use of HDS to manage all issues from sales and services.
  • Live Chat Features - A feature that allows customers and employees to communicate by the second. It provides a platform for instant customer help and communication.
  • Phone Support capabilities
  • Automatic notifications - Real-time notifications are essential especially in disaster handling.
  • 


  • Community Forums - Building a community under your service/items is an excellent way to maintain, communicate and solve customer concerns.
  • Logs - 
This feature takes record of both customers, employer and goods metrics which is necessary to track productivity and also the prediction of future actions.
  • 


  • Customizable SLAs (service level agreements) - These are contracts that can be customized to define how much service the client will receive purposefully. They include a description of the service being provided, reliability, responsiveness, problem reporting procedures, repercussions for not meeting service obligations and escape clauses.
  • Reports and analytic features - This entails an exploration of collected data and stories with the sole purpose of extracting deep insights which can be employed to understand further and raise performance. Reporting gives you the information and analytics gives you ideas. Analytics answers questions raised through reporting

Some software may stand out for the following features:

  1. Auto Attendant 
- Commonly known as digital receptionist feature, this is a voice menu system whose purpose is to transfer callers to an extension without necessarily going through a telephone operator.
  2. Automatic Call Distributor (ACD) - 
Whereby the telephone answers and distributes incoming calls to a specific group of terminals or care agents within a company.
  3. Budget / Expense Tracking 
  4. Call Center Software - 
It is a system that enables businesses to manage and control communication channels like phone, email, live chat, instant messaging, SMS text, and social media. It helps to respond to customer queries and issues.
  5. Call Management 
This optimizes managing telephone traffic in sales and customer satisfaction.
  6. Collaboration Tools - 
The purpose of this feature is to assist people in achieving a common goal or task.
  7. 


  8. Custom Fields / Forms 
  9. Customer Portal 
- This is a personal customer area where customers see and track their actions.
  10. 


  11. Dashboards
  12. Instant Message
  13. Interactive Voice Response (IVR)
  14. Language Support 
  15. Quality Assurance 
  16. Real-time Analysis and reporting
  17. Regulatory Compliance Management
  18. SLA Management
  19. Surveys and questionnaires


Common Help Desk Software Applications

The applications of help desk software are numerous. This is due to their many features and capabilities. With the most common added advantage of well-organized systems and cost-effective services, they automatically become a top priority for companies seeking growth. Many organizations (if not all) can use this software.

1. HR teams

HR departments can use this software to organize data efficiently by collecting and storing it for future reference or action. Help desk survey and live chat feature to aid in feedback collection and also live communication between HR and employees or HR teams. It is an excellent tool for routing incoming communication messages to the specific HR team members. It is also good to track HR history and milestones while providing analytics for future improvements or commendation.

2. IT


IT departments are a core for any company especially with today’s automation of technology. For many organizations, problems in the IT department could mean a disaster for the whole organization. This is where help desk software comes to play. It helps to take note and record user actions which are critical for monitoring and progress evaluation. 

When a problem arises, it would, therefore, be straightforward to track the source. Moreover, it aids in problem reporting and solution. Whenever a user is stranded or has IT related issues, he or she logs the subject and the software automatic features direct them to the relevant specialist without necessary physical interaction.

3. Bug tracking

Bug tracking is essential, especially for software development teams. When bugs occur, help desk software enables their reporting through instant notifications sent by users. Routing incoming bug data to relevant Software development teams is critical for most project management teams. This is where HDS comes to play. The software also has the added advantage of notifying the user of received bug reports and resolved issues.

4. Customer Service


Forbes states that about 75 billion is lost in businesses due to customer service failures. Help desk software is an excellent solution to customer services. They offer a good option and seek to solve common misconceptions such as big brands have poor customer service, or most customer services are not satisfactory. 

Once the software takes record of customer issues, it collects related concerns and organizes them regarding importance or frequency. This helps the agents prioritize and solve problems with such finesse not existent before. The data is a summation of information collected from integrated live chats, emails, customer conversations and social media data.

5. Free help desk software

Free help desk solutions are bundled with curtailed functionalities, with some working as good as the premium versions in circulation. For businesses with an appropriate number of users and administrators, free versions may come in handy especially when the budget is limited. Consider details of the software such as user and administrator function ability limits. 



Dealing with executives

Moving to a free, new or different software version might not be as easy as it seems. 
For the success of help desk software implementation, it is necessary to gain administrative approval. To obtain regulatory approval, it is then vital to provide data to prove the software’s profitability. HDS helps collect and organize this data concerning research and statistical information. 
Below are a few sample points for approaching various executives.

CFO

Finance officers are mainly concerned with money data. To strategically maneuver your way around their perception of help desk software as an added cost, you need to portray the software service as more of a useful cost-saving option rather than a marketing or sales advantage. Their main aim is to improve the company/organization’s profit and would therefore not take notice of non-investment returning software. 

It might be worthwhile to mention that costs will be significantly reduced by minimizing infrastructure, managerial team streamlining, downtime reduction and IT costs predictability. 

State that the software might go a long way in increasing business productivity by maximizing use of resources in existence without generally purchasing more supplies and hence cutting costs. 

Data collected may also point out the advantages of constant departmental streamlining. A problem may be involving two or more departments and having them together on a similar platform is a profitable idea. 



CEO

The overall head of your company is mainly focused on the general output. Does the software increase general business productivity? Is the software putting them at an advantageous position about their competitors? 

Pointing out that HDS comes with a better customer service experience which directly leads to more loyalty and by the long-term lifetime customers might convince CEOs of the importance of the software. 

Managers employing HDS have an added advantage of analytical data which can help management teams and employees and services for maximum output. Marketing campaigns can be focused. Mention that the software can help move the organization to the next phase of operation.

CTO/CIO

With issue distribution, notification and organization, help desk software can be of great use to the tech department of any organization. CTO’s are mainly concerned with the tech aspects of a company. Show that the output and cohesiveness of the tech team and general time use of the IT team might be improved. CTO’s will be pleased with the amount of time the help desk software creates by performing various functions which would take teams days to organize.

Market-Leading Help Desk Solutions

  1. Zendesk - Zendesk is a structured help desk software, which makes it applicable for small or huge businesses alike.
  2. Outseta - Outseta is a software platform designed to provide the basic requirements of startups and subscriber businesses.
  3. Groove - Groove builds simple help desk software for minute teams.
  4. Intercom - Intercom concentrates on sale, marketing, and support teams’ communication betterment between prospects and clients.

Choosing the Best Help Desk Software

Choosing the best software is therefore at the end of the day left on you to decide according to your requirements.

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