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  • 5 Paid Help Desk Software Options: Why Should You Go Premium

5 Paid Help Desk Software Options: Why Should You Go Premium

Category: B2B News

There is no denying that many businesses now rely on their IT systems to do transactions, deliver services, and market their products. With such setup now prevalent, every enterprise must then strive to keep their IT services available and operational for as much time as possible. That said, no IT infrastructure is 100% functional all the time and problems will arise and issues will surface.

Help desk software packages are specifically built to help end users address their concerns when the IT infrastructure eventually bogs down. The options include FAQs, knowledgebase, community forums, email supports, tickets, and phone support among others. Help desks provides a multi-tiered troubleshooting approach for users who require quick and immediate solutions to their IT problems.

However, not all help desk software are built equal. A number of free editions have proven to be adequate in delivering help desk solutions for businesses with minimal IT needs. But for medium to large enterprises with complicated IT requirements, going free isn’t going to cut it. There are certain features and functionalities that you just can’t get from free help desk software versions. In many instances, premium is the only way to go.

Listed below are 5 paid help desk software packages that carry premium options you simply won’t expect from a free software. Check them out.

Do you have a B2B product you’d like to add to our listing?

If you are a vendor and have an interesting B2B product that hasn’t yet been listed on our review platform feel free to let us know about it. You can add your product to the listing here. Our experts will be happy to preapre a detailed review of your product free of charge. Here’s an example of a help desk software review by us.

1. Freshdesk

freshdesk dashboard example

Regarded as one of the most dynamic and intuitive help desk options available today, Freshdesk flaunts an impressive array of tools and functionalities that will truly help make the end users’ dealings with customer help into positive experiences. Freshdesk also offers collaboration features and its agent visibility greatly reduces the instances where multiple agents respond to a single ticket.

Freshdesk

This award is given to the best product in our help desk software category. It highlights its superior quality and underlines the fact that it's a leader on the market.

Freshdesk won our Best Help Desk Software Award 2018

Our score
9.8
User satisfaction
100%

Freshdesk offers a free version with a 21-day trial period. This free edition comes with access for up to 3 agents only with phone and email support capabilities. Paid services start at $16 per agent per month. Although it may be pricey, the functions that come with the priced packages are worth every cent. Tools included in the paid versions are:

  • Social support
  • Community forums
  • Live chat
  • Multiple product and location support
  • Custom Agent roles
  • Portal customization
  • IP whitelisting
  • Enterprise reports
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2. Zendesk

zendesk dashboard example

Zendesk comes as one of the most popular help desk solutions today, with great built-in features and multiple support channels that consist of email, web, phone, chat, and social media. Zendesk also offers a powerful set of reporting tools, analytics, and more than 100 integrations with third-party business tools and applications.

Zendesk does not have a free version but offers a 30-day trial period at no costs at all. Starting from a price rate of $1 per user per month, the basest plan includes email ticketing, a knowledge base, plus over 140 pre-built apps. As the rates go up, users get more advanced tools and features such as:

  • Satisfaction surveys
  • Custom domain
  • Time tracking
  • Product training
  • Uptime SLAs

3. Casengo

casengo dashboard example

Casengo is a flexible and scalable platform that flaunts an extensive set of features that will surely take customer support and help desk management and implementation to the next level. Casengo is also constantly improving as developers always seek out on how to make their system become the help desk platform their clients want.

Casengo’s free bundle is quite a package for small business types. The plan comes with chat and call logging, message notification, and Twitter integration. That said, the paid plans, which start at €9 per month, offers more customer channels, more features, and premium functionalities including:

  • Email support,
  • Twitter and Facebook customer engagement
  • 100-unlimited number of conversations per month
  • Team collaboration
  • Customization options
  • Unlimited knowledgebase / FAQs

4. Desk.com

desk.com dashboard example

If you are looking for a loaded help desk software with a robust feature set, you can’t go wrong with Desk.com. This help desk platform is filled to the brim with all the goodies you want and expect from a high-priced software. Desk.com is also scalable which means users can add more features and integrate more tools as their business expands.

The software is so powerful and functional that even their 30-day free edition per priced packages come with all the good stuff for customers and potential clients to try. Once the 30-day trial period is up, users have the option to switch to the paid plans, which begins at $30 a month or try the more expensive bundles for another 30 days. Even during the free trial, users can get to experience the following tools usually reserved for premium plans:

    • CTI Integration (Telephony)
    • Desk Connect for Salesforce
    • Community Support
    • Knowledge Base Access
    • Multi-brand Capabilities
    • 50+ Languages
    • Mobile-optimized Templates
    • User-friendly Knowledge Base
    • Branded Domain Name
    • Enterprise Analytics
    • Customizable Dashboards and Reports
    • Native CSAT and CSAT reporting
    • Segmentation Reports
    • Agent Performance Dashboards
    • Filter Reports by Channel
    • Lifetime Historical Analysis
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5. Mojo Helpdesk

mojo helpdesk dashboard example

Mojo Helpdesk provides users with a simple platform that packs a punch. It implements a very user-friendly interface that shows all the things that users need to know and see. Requests are centralized and easy to access, tools are within reach and quick to launch, and integrates with the most common business applications.

Mojo Helpdesk offers 4 priced plans, with the most affordable pegged at $24 per month. The great news is that you can check out each plan without spending any cent. A 30-day trial period is offered for each plan, giving users a big chance to actually experience in full Mojo Helpdesk’s capabilities, which include:

    • Unlimited number of agents
    • Unlimited ticket queues
    • 1 TB storage capacity
    • Secure 256-bit SSL Encryption
    • Domain branding
    • Time Tracking

By Jenny Chang

Senior writer at FinancesOnline who writes about a wide range of SaaS and B2B products, including trends and issues on e-commerce, accounting and customer service software. She’s also covered a wide range of topics in business, science, and technology for websites in the U.S., Australia and Singapore, keeping tabs on edge tech like 3D printed health monitoring tattoos and SpaceX’s exploration plans.

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