Quality customer service relies on a lot of factors. It is crucial for you to respond to service requests as quickly as you can, provide your clients with personalized conversations, as well as make sure you are offering a consistent experience for all of your customers. However, these can be difficult if you don’t have the tools to get the job done. This is why many companies utilize help desk ticketing system solutions to optimize the way they handle service requests.
Just make sure you are choosing the best option for your operations, so you can make the most out of its many functionalities. To help you out, we will provide you with an in-depth help desk ticketing system comparison. In this article, we will be presenting a help desk ticketing system comparison list, discussing some of the top help desk software on the market based on the quality of their features, the flexibility of their interfaces, the scalability of their programs, and the competitiveness of their pricing plans. This way, you can have a clearer view of what each product has to offer and how helpful they can be for your operations and, essentially, answer the all-important question: Who is the best among these vendors?
A good customer experience improves client retention (42%) and increases the chances for cross-selling and up-selling (32%). This is why it is important to fine-tune your customer service process and make sure that your support staff are well-equipped to tackle any client issue that comes their way. So, if you find yourself overlooking service requests, struggling with a scattered customer database, or working with an inefficient case routing process, then maybe it’s high time you invest in a help desk ticketing system. This software is a great addition to your arsenal of business tools as it equips you with the solutions you require to reinforce your customer support efforts.
As you can see on the table below, there are many things to consider in order to provide quality service to your customers. However, among the most important elements of the ideal customer experience are providing fast response (47%), being accessible on multiple communication channels (22%), and providing personalized interactions (12%). By using a help desk ticketing program, you can get access to great ticket management functionalities that streamline your workflow and expedite resolutions. This often consists of tools such as ticket categorization, routing, recording, and reporting which can be configured and automated according to the changing requirements of your operations.
Another way that these types of software can personalize customer experiences is by providing omnichannel support (fifth most important to be precise based on the chart above). This means you are making it easier for your clients to get in touch with you via any communication channel that they prefer, without you having to jump from one platform to another in order to keep track of them. There are also unified databases where you can look up previous customer interactions and analyze how you can personalize your client’s experience the next time he calls your support staff for assistance.
To help you find a good solution for your platform, we will give you in-depth discussions about some of the most popular programs that you can choose from.
Zendesk is a cloud-based help desk software that offers a comprehensive suite of customizable tools to facilitate excellent customer service. It is a powerful yet flexible customer support solution used by support teams around the world to create meaningful and productive customer relationships. Boasting a scalable customer portal, advanced report/analytics tools, and an innovative ticketing system, Zendesk puts business and its customers in sync with proactive engagement and self-service. It also allows you to build online communities and a knowledge base to increase customer satisfaction while lowering the actual customer support costs.
In terms of pricing, Zendesk takes into account the needs of every business, regardless of size, shape, and industry. The solution offers simple pricing based on the number of agents you need to support. Prices range from $5/agent/month up to $199/agent/month. The best part is that Zendesk has a “Build Your Own” plan that is explicitly designed for enterprises that want a fully customized pricing plan.
Moreover, the solution has an appealing test drive, and if you want to check its comprehensive feature set, you can quickly sign up for Zendesk free trial here.
Cloud-hosted help desk solution Freshdesk offers a multitude of tools that can reinforce customer support efforts for small to large businesses. It provides comprehensive multi-channel support and self-service portal creation tools that can be configured depending on the needs of your business. Moreover, it has a robust ticket management system that lets you label, route, and monitor tickets for a streamlined and automated workflow.
For pricing, Freshdesk offers different packages depending on the size of your business and the types of features you will be needing for your operations. They have a Sprout plan that is free to use, making it perfect for small startups. As your business grows, you may choose to upgrade to any of their paid plans: Blossom at $19/agent/month, Garden at $35/agent/month, Estate at $49/agent/month, and Forest at $89/agent/month.
An appealing test drive of all software features is available to you when you sign up for a Freshdesk free trial here.
Salesforce Essentials is a CRM platform and customer support solution in one tailored specifically for small sales teams. Equipped with tools for opportunities management, sales task management, and multi-channel support, this platform drives efficiency in the workplace, allows you to manage cases promptly, and makes your customer service efforts consistent. On top of that, it has a ticketing system built inside its CRM application for a more streamlined issue resolution process.
Another unique thing to consider here is the Salesforce Essentials pricing scheme. The vendor only offers a single universal plan which costs $25/user/month. This is inclusive of all the tools that the platform has to offer.
The vendor offers a comprehensive free trial to get you up to speed with the features. You can sign up for the Salesforce CRM free trial here.
As an award-winning help desk support platform, LiveAgent features a plethora of functionalities that will help you make customer service more efficient and productive. It provides a simple yet intuitive interface that can perform multi-channel support, consolidate your collection of customer information, and boost client engagement. On top of that, this software is known for its full suite of ticket management system that comes with its own CRM and analytics tools. Should you be interested in this product, the vendor offers different plans depending on the modules you need for your operations.
For the ticketing system, you can get the Ticket plan at $9/agent/month. They also offer a Ticket + Chat package at $29/agent/month and an All-Inclusive plan at $39/agent/month.
You can easily sign up for a LiveAgent free trial here and get to know the features firsthand at no cost and without commitment.
Similar to the other products on this list, customer support software Zoho Desk aims to increase agent productivity and make customer experiences as consistent as possible. It offers a fully functional ticketing system that also supports built-in call center tools and social media support options. Moreover, the platform has collaboration tools and analytics solutions that can greatly improve efficiency and transparency within your workplace.
Ideal for small startups, Zoho Desk’s basic functions are completely free to use. For growing businesses and larger corporations, the vendor also offers paid plans that are priced depending on the number of features you require for your operations. Just choose from their Professional package which costs $15/agent/month and their Enterprise plan which costs $30/agent/month.
The vendor has an appealing free trial where you can tinker with the features at no cost. You can sign up for the Zoho Desk free trial here.
Trusted by companies large and small, IT service desk solution Freshservice is a cloud-based and mobile-ready application that focuses on incident management. Its interface is lined with robust tools for ticket management, knowledge base creation, change management, and SLA management. The platform is also known for having an easy-to-use system that novice users can quickly navigate but is powerful enough to provide the requirements of professional IT support staff.
Freshservice offers a Sprout plan inclusive of basic incident management and self-service options that is free to use for teams with up to 3 agents. In case you have a larger team and require more advanced ticketing tools, the vendor also offers a Blossom plan, Garden plan, and Estate plan which cost $29/agent/month, $49/agent/month, and $79/agent/month respectively.
You can use all the features for free for a period of time to see if the software matches your needs. Simply sign up for a Freshservice free trial here.
An all-in-one help desk platform, Vision Helpdesk features a multi-channel support system, a satellite help desk solution, and an ITIL/ITSM desk tool as part of its interface. These allow users to streamline their workflow, simplify customer service, and reinforce collaboration. It even has API capabilities that make it easy to extend the system depending on your changing needs.
For subscriptions, Vision Helpdesk offers different licensing options depending on your preferred deployment and payment scheme. They have an SaaS Cloud License that ranges from $15/agent/month to $60/agent/month and a Recurring License that ranges from $10/agent/month to $40/agent/month. There are also one-time licenses which cost anywhere between $200/agent to $800/agent.
You can try all its premium features at no cost when you sign up for a Vision Helpdesk free trial here.
As a fully integrated customer support suite, TeamSupport benefits small businesses, large corporations, and everything in between. It comes with best-in-class ticket management, self-service portals, reporting tools, and ticket automation that can improve communication between support staff as well as boost customer support response. On top of that, this software can integrate easily with third-party applications like MailChimp, Zoho Reports, Dropbox, and others so you have all the functionalities you need in one system.
For pricing, TeamSupport has straightforward plans that are bundled according to the modules you need for your operations. They offer a Support Desk plan for $50/agent/month if you simply need a customer support or internal tech support system. For those who require a more extensive set of features, there is also an Enterprise plan which is available at $65/agent/month.
If you want to investigate the features closely you can easily do so when you sign up for a TeamSupport free trial here.
A software built to cater to the needs of large companies, SysAid combines the power of help desk, IT service, and asset management in one convenient solution. With this, users can effortlessly optimize customer support efforts as well as internal technical support without the need for multiple software solutions. SysAid features include ticket management, self-service portal creation, workflow automation, and inventory management. To top it all of, this software is known for having an uncomplicated system setup, making it a great choice for first-time help desk software users.
If you think this is a good option for your operations, be sure to get in touch with the vendor as their pricing plans are only available by quote.
You can also check the solution closely when you sign up for a SysAid free trial here.
Wix Answers is a complete customer support solution designed for freelancers, small businesses, and medium-sized enterprises. Cloud-hosted and mobile-ready, this platform offers a highly configurable ticketing system that supports multiple languages and time zones. With this at your disposal, it is easier to respond to service requests and keep track of tickets the way you and your agents prefer to do so. This software solution also has its own call center tool and social media integration for a multi-channel customer support approach.
To top it all off, the Wix Answers pricing is perhaps the best part about this software. It is available completely for free when you use the vendor’s website builder.
If you want to know more about the features you can easily sign up for a Wix free app here.
xSellco Helpdesk is a cloud-based system used to manage contacts and service requests from various online communication channels. It is equipped with a multitude of features for ticket management such as a fully centralized dashboard, custom inbox filters, ticket heatmaps, as well as volume reports. A unique aspect about this product is that xSellco Helpdesk benefits eCommerce businesses of all scales as it is designed to work well with online marketplaces as well as allow users to integrate customer support options with their online stores.
As for pricing, xSellco Helpdesk has different payment plans depending on the number of support tickets you expect to handle on a monthly basis. You may choose from their Starter Plan, Small Plan, Medium Plan, and Large Plan which are available at $88/month, $254/month, $443/month, and $777/month respectively.
You can try all its premium features at no cost when you sign up for a xSellco free trial here.
ProProfs Help Desk features a shared inbox approach to simplify agent collaboration and accelerate response times and ticket resolution. This cloud-based customer help desk platform allow users to track all issues and clearly see all client interactions, eliminating the guesswork in determining which tickets are already accounted for or are still awaiting support. The customer-facing inbox can also be organized through labels, priority tags, and internal notes.
With ProProfs Help Desk, you can say goodbye to manual data entry in creating tickets. The software automatically generates tickets and inputs all the essential information so each and every agent can focus on servicing their clients. The software also enables managers to maintain or improve their customer support team through its reports and analytics, providing users with insights on the performance of teams or individuals.
Every business has its own unique help desk ticketing requirements. As with any other software, there is no one-size-fits-all solution that will be able to meet the specific needs of different companies. There are products like Salesforce Essentials that is designed for small businesses while there is SysAid which is built for large corporations. There are also certain programs like xSellco Helpdesk that is created for eCommerce businesses. At the end of the day, it’s all about finding out what your help desk ticketing needs are and assessing whether or not your prospective products will be able to handle your preferences. Likewise, you should get a free trial to know if the features fit your workflow. For example, you can sign up for Zendesk free trial here.
Hopefully with our help desk ticketing system comparison, you were able to get a better idea about the different options available on the market. As you zero in on which platform works best for you, you should also learn how to maximize it to your advantage. Take a look at our comprehensive guide to ticket management best practices to learn more.
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