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Help Desk Ticketing System Comparison List: Who Is The Best?

Freshdesk: No. 1 Help Desk Tool

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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.

Source: www.marketingcharts.com

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.

You can also check our article on the purpose of help desk software to get a clearer perspective on the role of this business system in your operations.

Help Desk Ticketing System Comparison List

1. Freshdesk

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.

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.
USER SATISFACTION 100%
OUR SCORE 9.8
Freshdesk won our Best Help Desk Software Award for 2017

Why Choose Freshdesk?

  1. Streamlined Help Desk Workflow. Meeting customer expectations can be difficult if you don’t have a solid, consistent workflow to follow. This is why Freshdesk is equipped with help desk tools that let you handle single or multiple SLAs, plan automated workflows based on specific objectives, and set notification routines for faster first responses. This way you can finetune the way you and your agents work and make sure that customer service is optimized at all times.
  2. Simplified Ticket Queueing. Keeping tabs on incoming tickets and prioritizing them according to urgency can be overwhelming, especially for large businesses. To help you simplify the process, Freshdesk offers a ticket queueing automation feature that lets you customize ticket forms so you can organize them according to your preferences as quickly as possible. This even has custom views for agent focus as well as agent collision detection that prevents staff members from working on the same ticket at the same time.
  3. Effective Performance Monitoring. Aside from allowing you to tracking pending, active, and resolved tickets, Freshdesk also has a performance monitoring tool that measures the productivity of your agents. This will help you obtain reports on average response times, resolution rates, and customer satisfaction rates that you can use to improve your workflow in the future as well as pinpoint common issues in terms of operations.

2. Salesforce Essentials

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.

Why Choose Salesforce Essentials?

  1. Ticketing Automation. Ticket management platforms are great for organizing service requests and making sure you are accommodating all of the customers who need your help. However, if you process a large number of requests daily, it can be quite challenging to manually route them to your agents. To help you out, Salesforce Essentials has a robust ticketing automation system that lets you categorize service requests and automatically route them to make sure that the tickets are being forwarded to the right people in the fastest possible time.
  2. Reduced Ticket Volume. Sometimes, simply having a ticket management system is not enough to shoulder the overwhelming amount of service requests you handle on a daily basis. This is why Salesforce Essentials offers a case management system that lets you automate responses for common issues so that ticket volume is reduced. By doing so, your agents can free up their time and focus more on resolving attention-demanding situations.
  3. Self-Service Interface. On top of automated responses, Salesforce Essentials also offers self-service tools that allows customers to create their own tickets, log incidents, and check for status updates without the need to speak with your agents. This speeds up how you resolve tickets and makes the entire case management process as transparent as possible.

3. LiveAgent

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.

Why Choose LiveAgent?

  1. Hybrid Ticket Stream. Providing a multi-channel support system for your customers can be a handful. In order to speed up the process of ticket creation and routing, LiveAgent provides a hybrid ticket stream. This automatically turns inquiries from all of your communication channels into tickets and assigns it to the correct department. Moreover, this allows users to follow customers through different channels but remain in the same hybrid ticket, simplifying the process even more
  2. Universal Inbox. On top of having a hybrid ticket stream that can consolidate customer data from multiple channels, LiveAgent also has a universal inbox. Meaning, it collects all of your messages from your email account, media accounts, forums, and other communication channels and places them in one convenient and accessible place. This way, you don’t have to jump from platform to platform to check your messages.
  3. Agent Collision Detection. Don’t let your agents waste time on tickets that are already being processed by another agent.Using LiveAgent, you and your staff can see who’s viewing a ticket and who is answering the ticket so everybody is kept in the loop at all times. Moreover, this platform is equipped with an agent collision detection feature so you don’t have to worry about sending repetitive replies to customers.

4. Zoho Desk

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.

Why Choose Zoho Desk?

  1. Consolidated Customer Information. Providing a personalized customer service should not end with being able to resolve tickets as fast as you can. You should also make it a point to keep track of previous interactions so that you can better assist them the next time they call you. This is why Zoho Desk offers a consolidated customer information database that is easily accessible to all of your agents. With all these client data right at their fingertips, resolving issues can be faster and better.
  2. Better Self-Service Options. Zoho Desk offers a robust ticket management tool that lets you queue, route, and resolve cases in the fastest way possible. However, if you really want to be more efficient in assisting your customers, you will need to give them self-service options. This is why this platform is equipped with tools that let you set up knowledge bases, forums, and FAQs where your customers can find the answers to their questions on their own.  
  3. Great API Capabilities. While Zoho Desk is already a comprehensive ticket management customer support system in itself, it might not be able to provide you with some of the specific tools you are looking for. To resolve this, the platform has great API capabilities that let you integrate it with applications that you may already be using for your operations.

5. Freshservice

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.

Why Choose Freshservice?

  1. Centralized Request Repository. Ideal for big companies with multiple departments, Freshservice has a centralized request repository. It combines all of the service requests in your workplace and manages them in one dashboard so that your tech support staff don’t have to jump from window to window to check tickets. In addition to that, this means you won’t need to pay for a different licensing plan for each department.
  2. Communication Tracking Made Easy. With Freshservice’s communication tracking tool, you can ensure that your agents will easily be able to pick up conversations with customers even if they did not previously handle the case. This way, you can make your workflow more efficient and your customers won’t have to explain their situation every time they get forwarded to a new agent.
  3. Efficient Task Automation. Freshservice offers best-in-class automation tools that let you streamline how you handle your operations. Using these, you no longer have to spend extra hours manually categorizing, prioritizing, and routing tickets. All you have to do is set parameters for the program to follow, and you’re good to go. This means you can focus more on resolving the actual support issues rather than dealing with back-office duties.

6. Vision Helpdesk

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.

Why Choose Vision Helpdesk?

  1. Highly Customizable Ticketing System. If you have been in the business industry for some time then, you probably already have a protocol for how you manage service requests. To retain your workflow or perhaps minimize the amount of adjustments you need to make, Vision Helpdesk offers a completely customizable ticketing system. This means you can view, label, tag, filter, and organize your tickets however you prefer.  
  2. Smart Workflow Automation. Automating your help desk ticketing process can be challenging especially if you are very particular about how certain things are done. With Vision Helpdesk, you get access to a smart workflow automation tool that uses rule-based criteria. This lets you toggle specific factors such as business hours, SLAs, and multilevel escalation rules in order to automate your workflow exactly how you want.
  3. Integrated Customer Conversations. Similar to the other solutions mentioned here, Vision Helpdesk also consolidates customer conversations into one convenient platforms. This way, you can convert email, phone, chat, facebook, twitter, and web requests into tickets and organize them in a single inbox. By doing so, you can avoid overlooking any tickets and make sure that you are responding to your customers in a timely manner.

7. TeamSupport

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.

Why Choose TeamSupport?

  1. Ticket Engagement Evaluation Made Easy. Real-time progress tracking for individual agents’ performance is possible with TeamSupport. You can also serve users proactively as well as evaluate engagements upon different tickets and contacts to extract smart practices. After displaying your lead data in a single organized system, engaging in communication towards a profitable direction will me much easier.
  2. Intelligent Ticket Management Analytics. Understanding your data is key to improving overall operations. With TeamSupport’s intelligent ticket management analytics options, you and your help desk professionals can get in-depth insights regarding your customer support efforts. With this, you can get a better idea about how you can better grab your customers’ attention or how you can provide your clients with more personable service.
  3. Scalable and Mobile-Ready Features. Depending on the current needs of your operations, robust tools that can scale up and down are also included in TeamSupport. You can easily adjust to changes in industry requirements or client demands. Moreover, you won’t be required to invest in a new platform everytime your database grows. What’s even more handy about this is that all its features are mobile-ready. You can access your data via iOS, Android, BlackBerry, or Windows Phone.

8. SysAid

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.

Why Choose SysAid?

  1. Efficient Ticketing System. In customer support, it is easy for agents to get lost in piles after piles of tickets especially when these tickets are coming from multiple sources. This is why SysAid offers an effective ticketing system with that can categorize service requests from multiple communication channels, queue them according to urgency, and automatically route them your agents. This way, you can spare yourself and your staff from having to tackle these back-office tasks manually.
  2. Structured Issue Recording. Help desks are not only responsible for accommodating service requests and resolving customer issues. They are also responsible for recording these concerns in a structured manner for future reference. With SysAid, you can get access to issue recording solutions  as well as secure storage options so that it is easier for you and your agents to pull files for analysis.
  3. Enhanced Incident Management. Other than its ticketing system and issue recording features, SysAid also provides quality incident management functionalities. These allow you and your staff to efficiently manage, process, and report IT-related issues in accordance to ITII best practices, ensuring a more streamlined workflow and a more secure operations. With this, it is easier to enhance communication within your office and boost customer satisfaction.

9. Wix Answers

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.

Why Choose Wix Answers?

  1. Streamlined Ticket Management. Customers not only want fast customer support; they also want to be able to communicate with you in their preferred channel of communication. However, this can be difficult for small businesses with limited staff members. This is why Wix Answers offers a ticket management feature that consolidates all service requests from various channels. With this, you can track tickets accurately and respond to them without having to leave your platform.
  2. Seamless Integration With Company Website. Wix Answers blends seamlessly with the Wix Website Builder. Because of this, all you have to do is embed your customer support widgets anywhere in your website so that it is easily accessible to clients. With this, your customers will be able to reach you in an instant and any message they send will automatically be fed into your ticketing system’s queue.
  3. Easy-to-Setup Interface. No customer support system is complete without self-service options. With Wix Answers, you can build a help center system from scratch even if you don’t have an extensive coding knowledge. All you have to do is choose a template, customize it according to your branding and add the information you feel your customers will need. These may be knowledge bases, step-by-step guides, or even FAQ sections.

10. xSellco Helpdesk

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.

Why Choose xSellco Helpdesk?

  1. Specially Designed for eCommerce. As mentioned previously, xSellco Helpdesk is created to cater to the needs of eCommerce businesses. It integrates with online marketplaces, shopping cart web tools, and other eCommerce systems so that you can extend support to your customers as effortlessly as possible. With this, you can manage all service requests in one convenient dashboard.
  2. Full Visibility of Customer Interactions. xSellco Helpdesk makes your customer data easily accessible to you and your agents through its unified dashboard and repository of customer interactions. Using these features, you can have a complete overview of previous conversations you’ve had with particular clients, making it simpler and faster to assist them in the future.
  3. Great Auxiliary Ticket Management Tools. Aside from offering an efficient help desk system, xSellco Helpdesk also offers tons of auxiliary ticket management tools. Among the most notable ones are collision detection, internal notes, ticket prioritization, and external communication. It even supports shipping status tracking and auto responders. With these, managing tickets will be a breeze.

Conclusion

Every business has their 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.

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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