15 Best Help Desk Software Systems For Your Business

Freshdesk: Best Help Desk Software

USER
SATISFACTION
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9.8

Support KeyCustomer support–what started as a simple channel to resolve complaints is now a strategic element in business competitiveness and sales opportunities, thanks to the advent of help desk software. Beyond addressing customer queries, help desk solutions can help companies: maintain a positive relationship with customers for repeat purchases; generate leads by mashing up queries to create insights via analytics; or provide a tactical starting point to make the business more competitive and efficient in meeting market’s needs.

However, with a slew of help desk solutions vying for your money, the landscape can be overwhelming for many companies. We’re here to help you choose the right software for your needs by describing what we think are the best help desk software solutions available on the market. Note that the software we review was specifically selected to be varied and give you a broad scope of options depending on your targeted business size, industry, and focus. Some will cater to small businesses, while others to large enterprises. Still others are strong in one aspect, while others take a more generalist approach. Amidst these confusing scenarios, we also tried to suggest what seems to be the best universal option that simply offers the best value for money and can address most of typical requirements. Check out our list and we hope our analysis will help you find a solution that will fit your needs.

1. Freshdesk – Our Score: 9.8/10

Freshdesk won our Best Help Desk Software Award for 2015

Freshdesk won our Best Help Desk Software Award for 2015

Freshdesk tops our list of best help desk software systems primarily for its intuitive UI, simplicity connected with powerful features, very good scalability, and great tech support. You’ll find many of these traits in other top help desk solutions, but, after reviewing all angles, Freshdesk has the most balanced benefits for both small business and large enterprise (think of it as having the complexity of a service desk and simplicity of a basic help desk).

Your company can quickly get the software up and running and the cost for this system should affordable to business of all sizes. After we run Freshdesk through a series of tests and problem scenarios we were really impressed with the results. Currently it’s a solution that simply offers the best value for your money, and because of that we distinguished it with our Best Help Desk Software Award for 2015. You can actually check for yourself if Freshdesk can improve your customer service by signing up for a comprehensive, no-commitment free trial they offer. You can easily sign up for Freshdesk free trial here.

In our analysis of the software we found many benefits of using Freshdesk, but the best one is perhaps the fact that it allows you to effectively stay on top of all customer queries. A single dashboard lets you sort, prioritize, and assign tickets, practically removing the risk of missing a ticket or two. You also get multi-channel support including phone, email, live chat, and a self-service portal, so your customers will actually feel you’re paying attention to their concerns 24/7.

Despite being easy to use, its ticketing features include enterprise-level functions such as smart automation and deep customization. For example, you can offload repetitive tasks or de-escalate complaints regardless of the workload volume. This is specifically important to growing companies or businesses that rely on seasonal sales, for instance, Black Friday or Boxer’s Day, when hotline support needs to be expanded but only for the day.

Another noticeable benefit are gamification features. Although several other help desk solutions also have this module, Freshdesk’s arcade-fun feature ups the excitement. It actually lets your customer reps become more motivated because it makes them feel like they are indeed playing for fun instead of trying to meet targets in boring coupon-like mechanics or tabulated forms.

Freshdesk also integrates with other popular solutions and standard business apps, such as, Google Apps, Capsule CRM, and Harvest. It is very easy to set up or customize, too. Small companies without a tech team can easily follow an intuitive tutorial or get help from the vendor’s knowledge base or tech support if need be. On the other hand, tech teams from large enterprises will find the help desk solution flexible with an API integration and deep customization.

Other highlights of Freshdesk include:

  • Knowledge base
  • SLA customization
  • Corporate branding
  • Free mobile native app for Android and iOS
  • Community portal with idea management and voting
  • Satisfaction surveys
  • Multi-language & multi-time zone support

2. LiveAgent – Our Score: 9.7/10

Following in the footsteps of our top help desk software, Freshdesk, is LiveAgent. It features an all-in-one customer service framework, but with emphasis on live chat as its primary value. Like Freshdesk, it is easy to use and has a suite of help desk tools but its other features are a little less scalable. Still, this help desk solution has one of the best plans for small, medium, and even large companies. 

LiveAgent chat widget works really smooth and immediately connects you to customers in real time. This helps you reach out to customers or address valid concerns at the moment of truth when customers are reading about your product. Aside from the chat widget you will get other channels to get in touch with customers, such as, email ticketing, call center, and Facebook and Twitter support. LiveAgent also features a unified storage, where you can view in a single window queries from different channels.

Moreover, even when you’re offline, you can direct queries to your knowledge base and encourage customers to be self-reliant for repetitive issues; thereby, reducing your team’s workload. You also get full support even for basic plans.

All pricing plans include 24/7 customer support and a great 14-day LiveAgent free trial that lets you try out all major features of the software before you’ve actually chosen the best plan for you. You won’t be asked to reveal any credit card information and sign up for the free trial is really simple.

3. Samanage – Our Score: 9.6/10

Samanage is the most complicated help desk software solution among our top three systems. It targets large IT departments or tech companies and most IT teams will appreciate its standard ticketing, incident, problem, and change management, all of which follow Information Technology Infrastructure Library (ITIL) standards. However, general users may find this set of features intimidating at first.

With Samanage you can quickly raise tickets and make them visible to concerned parties through tagging, email or other channels. It can also help you speed up resolution rate and make departments more efficient. For managers or top executives is can provides accessible, at-a-glance visibility on all key factors. All IT-related incidents are accessible via a single dashboard and values can be visualized in metrics, graphs, and KPIs. The software also lets you build a self-service portal or an ITIL-certified full-service catalog.

Other features where Samanage excels include: IT Asset Management, Risk Detection, SLA Management, QR Audit, Contracts and Licenses.

4. Salesforce Service Cloud – Our Cloud: 9.5/10

One of the most popular cloud service platforms, Salesforce Service Cloud is focused on four key values: faster resolution, smarter insights, personalized care, and multi-channel flexibility. It is a great software for both small businesses and large enterprises, but the fact that it is tremendously popular among companies, a small customer may have to crowd it out with the big, presumably more important, clients. If you’re a small business, Salesforce has a specific help desk software for you (see Desk.com below).

Past that concern, we find Salesforce Service Cloud truly an integration marvel, especially if you’re already using the vendor’s more popular CRM: Sales Cloud. It’s got the standard features of a scalable and robust ticketing system, including multiple channels such as by phone, email, apps, and social media. It also features agent collaboration, allowing staff to work on the same ticket and avoid duplicates or resolution clashes. This feature also lets customer reps to escalate issues right away to their managers so potential problems can be resolved before they spill over Salesforce Service Cloud also features mobile platform, a practical tool for managers and executives who need to be away from the office.

Its other great features include: dynamic knowledge base, web and email case capture, APIs, and case management.

5. Zendesk – Our Score: 9.4/10 

Rounding up our top five help desk solutions is Zendesk, one of the more recognizable names in the category. The fact that it’s used by over 40,000 organizations around the world, including Groupon and Zappos, suggests this software is serious and reliable. Zendesk wants you to maintain healthy relationships with buyers, so it focuses on tools that improve your customer  communication and interaction.

Like Freshdesk, it is highly scalable, and not just by adding modules, but expanding capabilities. For instance, its ticketing system can handle 5 to 500 agents and thousands of tickets daily, a big help during seasonal sales peaks. The software also has a good self-service portal platform. You can transform tickets to FAQs and enrich your knowledge base bank for 24/7 support. Likewise, Zendesk has in-depth reporting and analytics that allows you to benchmark satisfaction ratings and evaluate performance versus targets, even against your competitor’s target. All these excellent features can be labeled with your corporate brand.

6. Freshservice – Our Score: 9.4/10

Often referred to as the ‘Freshdesk’ of IT service desk and service management, Freshservice has plug-and-play simplicity despite having robust features. It’s used by around 10,000 customers worldwide, including brands like Honda, Veeva, and Fitbit. This solution won our Supreme Software Award for 2015.

One highlight that particularly impressed us–and is unique in the category–is its ability to create contextual articles in the knowledge base. Customers who search for solutions in the self-service portal also receive suggestions on related guide articles even as they type the query. This helps to unload repetitive issues off your tech team’s back so it can focus on more pressing problems. Freshservice, as expected with a top help desk software, has robust ticketing module, asset discovery, and CMDB that gives you the big picture on configuration items, log changes, and relationships. Likewise, the software’s service catalog gets our attention, mimicking an e-commerce portal, which makes it simple to raise tickets and receive resolution updates.

7. Desk.com – Our Score: 9.2/10

Desk.com is Salesforce’s help desk software for small businesses. It has the same scalability, great features of Service Cloud (its enterprise help desk) albeit on a smaller scale. If you’re a fast-growing medium-sized company, Service Cloud may be a better fit than Desk.com. Other than that, we find Desk.com capable to handle seasonal sales peaks and lows and ensure your customer support remains proactive, not reactive.

Here are the main benefits we discovered using this software, many of these are also present in other help desk solutions. You see all customer conversations in one place, so you don’t miss a thing. You get to engage customers via different channels, such as email, chat, social media, and phone. It integrates good with Facebook Private Messaging, so you can even use that as a hotline. Furthermore,  you can add or remove agents depending on workload volume. And because Desk.com has multilingual feature, it’s ideal for small businesses selling to overseas markets.

8. Help Scout – Our Score: 9.1/10

If you want to focus your customer support on email, Help Scout is a good choice. The help desk software believes personalized email support makes you more human and helpful. But doing that manually will be cumbersome and limiting. This software can streamline the process and greatly enhance your online support visibility. Help Scout is popular among freelancers, small and medium businesses, but it’s tech-savvy enough to merit the approval of software companies. In fact, it is used by over 7,000 businesses, the vendor claims, including successful tech startups like Trello, GrubHub, and Basecamp.

The main feature we found engaging is the Embed Beacon. It’s a plug-and-play popup you can place on the bottom right of the screen. It features a contact form, so customers can reach you at once if they have questions without leaving the page (likely your product page). They can also search through the Embed Beacon for guide articles in your knowledge base.

Internally, Help Scout allows you to chat and collaborate with other agents before replying to a query. Likewise, the software prevents duplicate responses to the same query to avoid annoying a customer. Its Work Builder can also automate repetitive customer actions.

9. TeamSupport – Our Score: 9.1/10

TeamSupport stands out among our help desk solutions in the list because it deliberately targets B2B customers. If your customers are businesses, this help desk software is tailored to your needs. It understands this industry, where customers demand more comprehensive replies to resolve issues. In fact, one of its features that caught our attention is that it lets you send detailed instructions via an integrated video tool.

Conversely, this tool allows you to receive screen grabs of the customer’s technical issue. This tool suggests that TeamSupport is thinking of tech vendors for their help desk software. However, note that it is used by big organizations as diverse as Fujifilm, NBA, Comcast, and American Lung Association.

Some of its best features include: advanced reporting, self-service portals, live chat, and ticket management with automation. TeamSupport also features a collaborative tool to let your agents discuss about a ticket for a well-rounded response. Moreover, its mobile platform is compatible with Android, iOS, and Windows Phone.

10. Vision Helpdesk – Our Score: 8.9/10

Rounding up our top ten help desk solutions, Vision Helpdesk merits our tenth place for its comprehensive suite of customer care features. This software is best for multinational companies.

In fact, it stands out for one thing: its Satellite Desk module. If you’re thinking of putting up a shared customer support for different companies or brands, this module is a must.

The tool allows you to manage help desk or IT service desk of different sister companies using only one centralized portal. Companies with different brands can also use this platform. The Satellite Desk can white label the sections for each brand even if you’re using a single platform.

The help desk solution also comes with standard enterprise help desk and ITIL service desk. These include: ticketing management; multi-channel communications; CMDB; asset management, knowledge management; change management; and release management.

11. Front – Our Score: 8.8/10

Front is a tool that helps teams effectively manage their inbox and puts everything in one place by bringing external messages into a unified inbox, including support/sales emails, Twitter, Facebook Messenger, SMS and chat. A unified inbox enhances internal collaboration, which ultimately results in better external communication and greater customer satisfaction.

Front allows assigning internal dialog around external communication, which the customers cannot see. It’s can also be integrated with a number of existing software ranging from Github to Salesforce, making the communication more organized, timely and responsive. Front messages can be assigned to team members both automatically and manually. People familiar with other email clients such as Gmail and Outlook find the new platform very easy to use as it has also been built like other email clients, but with a lot of extra features and a better UI.

12. XSellco Fusion – Our Score: 8.8/10

We also included five more help desk solutions that we think are worth your attention if they fit a specific need. Xsellco Fusion is one of them. It’s aimed at e-commerce businesses. XSellco Fusion integrates with Amazon, eBay, Magento, Shopify, WooCommerce, and other e-commerce platforms. It allows customers to raise tickets right from your online store, then you can view the queries on a single dashboard. Its simplicity and the convenience it gives in mind, the help desk software was awarded our Expert’s Choice Award for 2016.

Other main features include automatic multilingual translation, which benefits online shops that get orders from different countries. Similarly, its platform allows different agents to collaborate on tickets, plus, you can divert queries to the next available agent so customers don’t wait long for answers. XSellco Fusion also lets you access immediately important data, such as, delivery, product orders, and shipping details, so customers get accurate replies. This is a sure way to win customers’ hearts. The help desk software comes with other standard features like agent collision detection, smart tags, and auto responders.

13. Jira Service Desk – Our Score: 8.8/10

The vendor behind JIRA Service Desk highlights that it’s the only service desk built on JIRA, the popular proprietary project management software. So, if you’re already using JIRA, it makes sense to tap its service desk instead of other help desk system for seamless integration. The solution is designed for software development to track issues and bugs.

We didn’t find any outstanding features except that this service desk is part of the JIRA ecosystem. However, it is by no means inferior to other ITIL service desks. A more accurate analysis is that it can do the standard functions, such as, ticketing, knowledge base, and asset management. As part of the JIRA suite, this service desk is designed for collaboration. It features real-time updates and performance metrics that let you monitor technical issues from problem to resolution.

14. Zoho Support – Our Score: 8.8/10

The best thing we can say about this help desk software is that it’s part of the Zoho suite, and that’s saying a lot. Zoho is renowned for its CRM, accounting, and sales tools; using Zoho Support, its help desk component, means you get more flexibility and great integration if you’re planning to use the entire Zoho suite.

In our assessment, Zoho Support is best for small to medium businesses with a global outlook. It integrates multiple channels and multiple languages and time zones. Likewise, it can support large ticket volumes, which is especially helpful if you like throwing out deals on special occasions.

Zoho Support also comes with standard customer support tools, such as, ticketing management that can automate repetitive tasks; reporting; and, customization. Its Workflow Rules lets you automate processes based on your scenarios, but only to its basic level. Other noted features are: self-service portal, forums, chat, and mobile.

 

15. Azure Desk – Our Score: 8.0/10

AzureDesk is a simple and affordable help desk system that can help you improve the quality of your service, and give customers a delightful experience. Developed predominantly as a ticket management system, AzureDesk covers and manages end-to-end your agents’ operations, and does so on a very affordable price. Sole agents using a single email address are entitled to use this system for free, while users interested in the team plan ($5 per month) can test the service with the company’s free trial.

The core of AzureDesk’s functionality is pretty simple – what this system does is to automatically convert support emails into tickets, regardless of how many email addresses you wish to involve. The mailbox is unlimited, and literally all messaged are converted and displayed on the Ticket management dashboard. What is genuinely unique about this system is the presence of a handy collaboration suite, thanks to which team agents can solve tickets together, and in real time.

According to satisfied customers, AzureDesk has one of the best customer support teams in the industry, as the experienced tech team is there for them 24/7. Customer support is available via email and live chat, and users can also explore the site’s rich FAQ section to find quick answers to their questions. The team will also help you implement the system, and integrate it with apps such as JIRA, Asana, Freshbooks, and many others.

 

Category: B2B News

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