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20 Best Help Desk Software Solutions for Small Business

Freshdesk: No. 1 Help Desk Tool

USER SATISFACTION 100%
OUR SCORE 9.8
What is the best help desk software solution?

The best help desk software solution is Freshdesk. With more than 150,000 business users worldwide, Freshdesk is a smart, highly-useful, and reasonably-priced customer support solution. This innovative application is a popular choice among businesses big and small due to its wide array of helpful features, including streamlining into a single location all your client communications, automating repetitive tasks for increased efficiency and time savings, as well as collaborating among team members and other groups to complete tasks and solve problems faster.

What are the 20 best help desk software solutions for small business? More businesses are realizing that a robust help desk system is not just for large enterprises. But with the wide array of options available today, it can be daunting to start the search on which products are worth checking out. To streamline your search, here are the leading software solutions in the niche:

In the morning, you receive a call from an angry customer who’s complaining about a payment that didn’t push through and it’s taking too long for your support team to resolve the issue. Around 44% of customers can wait at least 24 hours for a response. However, the longer it takes for your support team to respond, the percentage of customers who are willing to wait for a response drops. But more surprisingly, a 2018 Customer Service Benchmark report by SuperOffice revealed 62% of companies don’t reply to customer service emails at all.

A few minutes later, someone else is frustrated over being promised with a refund and not receiving an update about it. It’s not uncommon—97% of companies don’t make a follow up on customer issues. Another customer is ranting for being transferred from one representative to another again and again only to repeat the same issue and response each time.

These scenarios are normal in many customer support ecosystems and they’re risking losing customer loyalty due to these situations. Fortunately, today’s help desk software platforms are becoming smarter and more effective in automating your processes.

Automation of Help Desk Operations

A significant gap between companies believing they provide quality service and customers believing they receive them.

There is a need for closing the “Customer Service Gap.” Many businesses think they provide a superior customer service yet, in contrast, a drastically low percentage of customers believe they receive superior service according to a study conducted by Bain & Company titled “Closing the delivery gap.” Businesses, big or small, are realizing the importance of prioritizing this area.

According to one report, companies spent the highest marketing investment for customer experience. This includes focusing on help desk systems to improve the quality of customer support. These solutions are equipped with capabilities that determine the future of your help desk operations such as self-service for customers, personalized support, and improved productivity with agility, agent collaboration, and automated tasks. You may read this in-depth article on what is a help desk software to understand its definition, features, examples, and benefits better.

Top 20 Help Desk Software Solutions for Small Business

There are certain factors to consider when looking for the right help desk system. The key features include customer management, user interface, ticket management, collaboration, security, and integrations, among others which are benchmarks we looked at in choosing products that made it to this list of 20 best help desk software solutions for small business.

1. Freshdesk

Freshdesk is a leader in help desk software solutions for small businesses. It’s robust software that’s packed with vital and advanced features for your customer support service at a cost-effective, scalable price. Some of its key features include ticketing, self-service, automation, customization, collaboration, reporting and analytics, and a multichannel helpdesk. At no cost, you can easily check its features 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

The product is intuitive and easy to use. Hence, you and your help desk team won’t have to spend much time learning how to navigate around the platform and you can immediately utilize its feature-rich solution. Its plans are great for small businesses as they are scalable to meet your business demands as it grows. It even offers a free plan for an unlimited number of agents with basic customer support features. To know if it fits your requirements, it has a 21-day free trial to test drive the software and experience its features firsthand without commitments.

An area where Freshdesk really excels is its dashboard’s user interface. It gives you complete visibility and access to your contacts, tickets, reports, and forums, among others. Unresolved, unassigned, due, on hold, and open tickets are easily visible from the dashboard so you can ensure your team won’t overlook any tickets and requests. All conversations are tracked in a single place and all support-related communications are centralized so your team can resolve issues together and increase productivity.

It now has a sandbox that generates a testing venue to allow admins to securely try new settings and functionalities within the app without affecting any customer or agent. The new Freshdesk audit log keeps you informed about what’s happening in your support desk and allows you to easily keep track of important changes in the desk. It also has a social signals feature, which uses AI that scours the internet searching for relevant tweets for your support team, as well as a “to do” list to remind you and your team of customer call-backs and other important tasks.

2. Salesforce Essentials

Salesforce Essentials is Salesforce’s answer to every small business’ CRM, sales, and customer support concerns. This software offers a plethora of functionalities for helping you manage everything from tracking your sales pipeline to routing inquiries. It consolidates service requests from multiple channels in one convenient location so you can sort, queue, and accommodate them more efficiently. Moreover, it has great contact management tools that will help you perform customer support operations in line with your sales goals.

An award given to products our B2B experts find especially valuable for companies
USER SATISFACTION 100%
OUR SCORE 9.7
Salesforce Essentials won our Expert's Choice Award for 2018

The software also provides comprehensive activity tracking options to help administrators get visibility on all cases at hand and improve the quality of support they give to customers. It also allows users to create self-service portals for customers to utilize. For pricing, the vendor currently offers one affordable and straightforward pricing plan that can support up to 10 users. If you want to check out how else this platform can be of help to your operations, you can sign up for a Salesforce Essentials free trial here.

What makes Salesforce Essentials really stands out is its simplicity. Setting it up is a straightforward process as you can use it straight out-of-the-box, while learning to use it is also easy, thanks to its feature called Trailhead—an online learning environment and interactive tutorial program. This app is also scalable, making it an ideal solution to accompany your journey as you expand your small business later on. Its Einstein AI comes handy in automating many of your repetitive processes, enabling you to finish more tasks in a shorter time and focus on the more critical aspects of your business.

3. Zendesk

Zendesk is another popular go-to help desk solution with a suite of products that work together to help you leverage the quality of your customer support. Its intuitive interface and responsive design allow you to easily deploy the system in your workflows. The channels it support include email, live chat, social media, phone, and SMS. Effective collaboration allows your agents to solve issues efficiently and be more productive. Want to test drive this app at no cost?

An award given to products our B2B experts find especially valuable for companies
USER SATISFACTION 98%
OUR SCORE 9.6
Zendesk won our Expert's Choice Award for 2018

There’s a wide range of processes you can streamline with the software. For instance, if you have frequent customer inquiries that are constantly recurring, your agents can create standard replies by developing their own macros. They can also see a personalized view of their queue according to conditions such as ticket status, group, and assignee. It also enables empowers your customers and agents to utilize available resources for self-service such as knowledge base, customer portal, help center, and online community.

Zendesk has various plans available for small businesses like yours to choose from. You may choose from products such as knowledge base, call center, and live chat that are available for free and affordable premium plans. You can also sign up for a Zendesk free trial here.

4. Salesforce Service Cloud

Salesforce Service Cloud is another widely-used customer support platform designed to allow quicker and more efficient resolution of customer-related matters using a comprehensive view of each customer. This out-of-the-box application offers a totally customizable customer support solution to help make your customers empowered with interesting portals and online groups.

Salesforce Service Cloud also provides personalized support in numerous forms of digital channels, including social media and chat. To test-drive this app to see if it’s suitable for your business, you can sign up for a Salesforce Service Cloud free demo here.

An integral part of the Salesforce suite of business applications, Salesforce Service Cloud provides a complete customer support platform from live chat, customer self-service, social media customer service, and account/contact management, to omnichannel routing, case management, and service console. This help desk solution offers functionalities that can integrate with your entire arsenal of customer support tools, including the capability to enhance them.

Salesforce Service Cloud had recently unveiled a host of new features designed to help streamline your operations as well as bolster staff efficiency. Its new service-centric mobile app will empower your reps to work better and close cases even when outside the office. It now has a “translations for knowledge” feature and some new omnichannel functionalities that allow the faster routing of cases to the appropriate agents. Its new Einstein Bots will help reduce the workload of your agents by deflecting typical requests.

5. LiveAgent

LiveAgent is a help desk solution built for small businesses. It’s equipped with essential solutions such as ticketing, live chat, phone, social, and support portal. It transforms all your communications into tickets for a more organized and streamlined process of managing your customer support requests. The main products of LiveAgent are packed with tools and features that help you sort and keep up with your customer requests from various channels. At no cost to you, it’s easy to test these features when you sign up for a LiveAgent free trial here.

It is available in three SMB-friendly plans that are scalable according to the type of support you want to use starting from basic tickets and live chat to all-inclusive, full-featured packages. Aside from the cloud-based deployment, you can also purchase the downloadable license for a one-time fee and install it on your server. These options give you access to its robust ticket distribution processes where you collect the information from your customers and route it to the right support representatives.

It now has an agent ranking feature that allows customers to rate your agents’ performance, which helps in ensuring the high quality of customer support. It is also completely compatible with Emojis, which users can utilize for chats and in KB publications. LiveAgent’s new merge ticket functionality provides the capability to combine multiple tickets that share similar issues into a single ticket, which helps streamline actions and resolve issues faster.

6. Zoho Desk

Zoho Desk is context-aware help desk system that provides solutions for customers, agents, and managers. Customers get a timely response in an accessible channel. Agents have the right tools to increase productivity and provide quality support. Managers receive data-driven information for making informed decisions. Additionally, it automates redundant tasks so your team can focus on high-priority tasks.

It crunches performance metrics effectively to help you identify patterns and trends in your team. This helps you develop strategic improvements for better performance. With key features including a multi-brand help center, multi-channel support, contract management, multi-department management, and role-based control, among others, this app is a robust solution for help desk processes of small businesses. It’s also priced on a per-agent basis so you only pay for your number of agents. It even starts with a free plan for up to 3 agents. You may also try out the full capabilities of premium plans when you sign up for a Zoho Desk free trial here.

Zia, an enhanced, context-driven AI, is a new Zoho Desk offering that provides a number of critical support functions like anomaly recognition and sentiment evaluation. Zia also works in tandem with ASAP, Zoho Desk’s self-service tool, by guiding customers as they search for solutions. Zoho also recently launched a new process management tool called Blueprint to help your agents easily create processes to allow a more efficient, stable, and reliable customer experiences.

7. ConnectWise Control

ConnectWise Control is designed to provide fast and effective remote desk support for today’s technical customer support teams. This help desk app enables technical support staff to become more efficient using its remote support functionalities, especially the capability for better access to manage equipment, to share information, and to repair computers and other devices. As certified experts in their field, they can also use ConnectWise Control for preparing technical presentations for online meetings and for conducting web-based seminars.

A part of the popular ConnectWise business suite, this smart help desk tool enables small businesses to provide fast, high-quality customer service, as well as guarantee seamless collaboration between technicians and agents. ConnectWise Control is fast, dependable, efficient, and affordable. With its low price, it includes almost similar features that high-grade, complex help desk systems typically offer.

ConnectWise Control is also highly customizable so you can bring your brand into the forefront of your remote support activities. You can also change many key components of its user interface, from the language used in your website, to icons and logos. ConnectWise Control works perfectly with a partner app, ConnectWise Automate and offers flexible pricing schemes designed to suit customer requirementsYou can sign up for a ConnectWise Control free trial here.

8. Wix Answers

Wix Answers is an all-in-one help desk platform that is packed with smart tools like multi-channel ticketing system, built-in call center, knowledge base, and other features that you need to provide efficient and timely customer support, all for free. Because all its functionalities are already integrated within the industry-leading Wix infrastructure, you can be sure that you’ll be able to deploy the correct and timely help desk solution that you need, and even much more. You can sign up for a Wix Answers free trial here.

Just like when building a Wix website, setting up your own Wix Answers help desk is easy and can be completed is a few minutes, even for non-tech users. Once you’ve chosen a template, you need to customize its features to match your brand, integrate the needed articles, publish it, and you have an elegant and functional help desk of your own, without costing you a dime. Wix Answers’ knowledge base tool allows you to readily build and manage guides, product information, FAQs, and other library assets. Its multi-channel support ticket system enables you to easily handle customer concerns and achieve quick issue resolutions. You can even embed a widget in any area within your help desk portal so that your customers can self-serve themselves when searching for answers to their questions at their own convenience.

Just like Wix website builder, Wix Answers is also very flexible and scalable to suit your specific needs. It recently added the capability for help desk agents and support staff to open tickets in behalf of their clients. This innovative feature allows your team to assume a more proactive role in resolving actual issues that have emerged even when your customers have not communicated them directly to you and your team. Being able to solve an issue before it affects your customers does not only help you reduce the number of tickets, it also helps you increase customer satisfaction.

9. Vision Helpdesk

Vision Helpdesk is a full-suite help desk solution for businesses big and small. This multi-awarded help desk platform uses an integrated solution of advanced tools for providing quality customer support. From offering sophisticated process improvement and progress monitoring assistance to top-notch customer support services, Vision Helpdesk can be the help desk solution that you need to help your business grow and expand its market reach. You can sign up for a Vision Helpdesk free trial here.

The Vision Helpdesk approach, which seeks to make customer support a simple and efficient process, centers on its three core components, namely, service desk tool, satellite help desk, and help desk application. Its help desk software, which is a multi-channel ticket management tool, enables your agents to accept, handle, and act upon service requests or incidents. Its satellite help desk app supports both the management of IT and customer support desks for a number of products, services, brands, and business organizations all under a single channel. PINKVerify Certified ITIL/ITSM Compliant, Vision Helpdesk’s service desk app is rich in features such as release management, change management, service catalog, knowledgeable management, problem management, incident management, asset management, and configuration management database (CMDB).

Some of its new features include a number of changes in its design architecture, such as a totally-responsive mobile-optimized display and features, smarter design for better user experience and fewer clicks, enhanced speed, PINK Verified for change management, problem management, and incident management, several security improvements, and GDPR compliance.

10. Freshservice

Freshservice is a service desk built for IT support. Teams can easily use the system as its UI is intuitive and modern, hence, minimal training is required. It is also customizable to the needs of IT and non-IT support. The multi-channel support automates tasks and handles support issues raised from various channels such as email, phone, chat, in-person or self-service portals. It’s packed with features such as incident management, asset management, service catalog, reporting, integrations, and gamification. If you want to try the features for a closer look you can quickly do so when you sign up for a sign up for a Freshservice free trial here.

For support staff on the road, you can provide support with its mobile service desk app for Android and iOS devices. The plans for Freshservice are suitable for small businesses as it’s available for small and growing teams. You may even use its free plan if you have up to 3 agents and 100 end users.

Thanks to recent enhancements, users can now use APIs to create, list, view, delete, and update locations. In its project management function, all time entries will now be monitored in the task activities of a project. In asset management, group-level access controls can now be performed. For instance, asset management can allocate assets to groups, while agents who are part of the corresponding group are the only ones with the permission to view or change these assets. Support for several new regions in the AWS (Amazon Web Services) integration is now possible, including for Seoul, Ohio, Mumbai, Beijing, and Ningxia.

11. TeamSupport

Built for B2Bs, TeamSupport is a customer-focused help desk system. Its primary features include customer management, ticket management, products and inventory, collaborative, integrations, customer self-service portal, and reporting and analytics. The software integrates with your internal applications seamlessly which helps improve the overall quality of your support service and expedite response times. It also gives you a collaborative view of your customer’s issues.

The platform provides visibility of customer details and contact tickets to ensure your agents won’t overlook any issue. Equipped with the vital features for help desk operations, Team Support is a reliable choice for small businesses. Its subscriptions are paid based on your number of agents. This already includes features for assigning, tracking and managing customer support requests. You may sign up for a TeamSupport free trial here or request a live demo to get to know the software’s features if it matches your workflows.

TeamSupport had recently launched several robust new business intelligence features, such as its new advanced reporting, user interface, and calculation functionalities. These program improvements enable help desk teams to acquire more critical customer insights in actual time.

12. xSellco Helpdesk

xSellco Helpdesk is built for e-commerce businesses that centralize all your customer queries from various channels in a single, connected platform. Since it’s purpose-built for online sellers, it has the tools you need to manage tickets and resolve issues quickly so you can immediately revert to selling. It empowers your team to work collaboratively by simplifying how you equally spread the load and assign queries to the right agent who can solve that specific type of issue.

It also expedites response time with pre-built templates and snippets where you can personalize replies in a few clicks. The pricing scheme of xSellco Helpdesk is scalable as they charge per support ticket no matter the number of users. Plans start with up to 500 monthly support tickets. The software also integrates with a wide array of social channels, online stores, and marketplaces so you can easily maximize the software’s capabilities. You can sign up for a free xSellco Helpdesk trial here.

Users can now log in faster into their xSellco accounts using either Twitter or Facebook, instead of first completing the registration form. This is applicable for both existing and new xSellco users. The platform also announced several new integrations, including with Gmail, Skubana, and Veeqo.

13. ManageEngine Service Desk

 

For businesses that need an IT help desk software, ManageEngine Service Desk is a robust choice. It’s equipped with key features such as integrations with IT management apps, ITSM workflows, automation, reporting capabilities, codeless customizations, and in the cloud or on-premise implementation models. It also has push notifications and ticket progress tracking to ensure you’re on top of your tickets. You can sign up for a free ManageEngine ServiceDesk trial here.

It’s available in flexible plans where you can start from its Standard plan for the help desk module only and upgrade as soon as you need to scale. This already includes incident management, self-service portal, knowledge base, multi-site support, SLA management, and help desk reports. Known for having an easy-to-use interface, you can immediately get the software up and running and start using its features.

Recent app enhancements include ManageEngine’s new customizable user interface which provides greater control to users, project templates for faster and more efficient creation of new project docs, more service request fields, custom schedules, user profile images, and a host of integrations with several online and custom apps.

14. HelpCrunch

HelpCrunch is an intelligent and innovative customer communication platform. It is designed to convert potential customers into actual and loyal ones, boost sales, and enhance customer retention using a robust integrated tool that includes email automation, ticketing, auto messages, in-app messenger, and advanced live chat.

This platform provides comprehensive management of your customer journey starting from transforming potential clients up to keeping them as devoted customers. HelpCrunch is designed to help businesses conduct both mobile and online transactions for enhancing sales and expanding market shares through quality customer relationships. You can sign up for a HelpCrunch free trial here.

By seamlessly integrating your customer service with its help desk, email automation, and live chat, HelpCrunch allows you to take advantage of your various customer contact points. Transitioning from one channel to another is simplified and messages are synchronized using a single window.

While responding via chat, you can continue the conversation using email straight from the chat window, and continue engaging your customer via social media with the same conversation sustained. With HelpCrunch, your leads, contacts, and exchanges are without limits as it offers a simple scalable pricing scheme to suit your actual business needs.

15. JitBit Helpdesk

JitBit Helpdesk is a software that’s offered in a hosted version and an on-premise version for small and growing businesses. It is quick to set up and so you can immediately start processing support tickets, especially in the cloud-hosted version. The ticketing system has an IFTTT (if this then that) engine that lets you automate tasks with Automation Rules. This includes enabling you to send automatic replies, setting due dates, assigning tickets to technicians, and sending HTTP requests to third-party servers. All this saves time for your team to focus on providing quality customer support.

It also has a team mailbox for collaboration, canned responses and knowledge base, and integrations. JitBit Helpdesk offers plans for its two implementation models that cater to freelancers, startups, and small businesses which are priced on the total amount of monthly payments, not priced per user. It’s also scalable as it supports the needs of large companies and enterprises. You can sign up for a free 21-day trial of JitBit Helpdesk here.

Some of its recently added features include KB reporting, various API methods, mobile device login form, enhanced live chat and widget, assets import from CSV, manager-level option for priority modification, various translation improvements, support for out-of-process sessions (for on-premise version), and support for CSV import numeric categoryID.

16. ProProfs Help Desk

ProProfs Help Desk is a cloud-based help desk platform designed for quicker customer issue resolution and smooth support team collaboration. This customer support solution uses an efficient combination of features that include live chat, knowledge base, and shared inboxes to make your customers highly engaged and notably satisfied.

Its line-up of intelligent collaboration tools, customer service insights, ProProfs Chat, and ProProfs Knowledge Base are meant to streamline help desk ticketing, enhance customer service, and generate critical customer service insights. Overall, ProProfs Help Desk aims to help customer support teams to establish a capable, customized customer service approach using a holistic customer perspective. You can sign up for a ProProfs Help Desk free trial here.

The platform is built with a robust customer analytics functionality to make an impartial rating of each agent and each customer transaction. It is designed with one, comprehensive system to allows simple and fast training, education, and support to both help desk agents and customers. Among others, ProProfs Help Desk features a live chat for quick ticket resolution, a knowledge base that helps cut the volume of tickets by up to 80%, and intelligent collaboration tools to streamline help desk ticketing.

17. Cayzu

Cayzu is a help desk portal that lets you easily manage all your support inquiries. Using automation, it streamlines your workflows such as redirecting emails with specific subject or descriptions to the right agent and labeling it with high priority—for instance, billing. It also ensures all tickets are active by automatically following up customers who don’t reply to your email and closing the ticket if there’s still no response in a certain number of days.

The software lets you utilize multiple channels for support whether that’s from your website, email, and social media sites, among others. While not as robust as other products mentioned, it’s among the most affordable products in the niche that contains the necessary features for a small business’ virtual helpdesk. It has five plans packed with different features that fit according to your needs and they’re priced based on the number of your agents. You can also sign up for a Cayzu free trial here.

Recently, Cayzu has launched a new agent ticket screen design, main ticket grid’s merging functionality, new internal notes for improved visibility, visualization enhancements for better merging, extended agent summary and SLA reports, new timesheet export function through the API, and breadcrumbs in end-user websites.

18. Deskun

Deskun is a multichannel, Gmail-based help desk platform that allows a business to provide excellent customer support and communication through intuitive email and chat tools. Integrating all viable Gmail communication channels, your agents can introduce new functionalities to Gmail, such as creating email templates and sending messages with track, snooze, or delay functions.

Your agents can utilize any single or combined communication channels—with popular social messenger apps such as Viber, Skype, Facebook Messenger, and Twitter—into Gmail. By integrating various help desk approaches inside Gmail, providing customer support becomes quicker, simpler, and more efficient for businesses, while at the same time overseeing support staff and activities. It also provides a shared mailbox feature to allow internal communication between your teams smooth and unrestricted. You can sign up for a Deskun free trial here.

A recent Deskun update includes a number of enhancements such as the new WhatsApp messenger support and a much-improved control panel interface. For messages inside tickets, users can now schedule emails. Deskun’s chat widget now has a file upload functionality.

19. Kayako

Kayako is a cloud-based help desk software using unified customer service to provide better case resolution efficiency. This comprehensive suite of help desk tools features a systematically shared inbox that makes customer solutions user-friendly and cost-effective and a live chat that is fast and simple to adapt into your business processes.

This completely integrated help desk platform allows businesses large and small to offer excellent multi-language, multi-channel customer service. Designed to make customer support better and more personal, Kayako’s features include a robust self-service portal, real-time messaging for help centers, live chat, and support ticketing with email integration.

Some of its latest features include unified conversations, automation, social support, and help center editing. Instead of acting based primarily on tickets, Kayako allows you to have productive, deeper conversations with your customers across various channels. You can also create a wide array of automation to allow greater efficiency using both event-based triggers and time-based monitors. You can now connect Kayako to both your Twitter and Facebook accounts, which helps increase your handling capacity for support requests sent via social media. You can also personalize your Help Center CSS and HTML for complete control of its appearance and for other personal preferences.

20. Help Scout

Help Scout is an easy-to-use help desk and customer support solution for freelancers and small businesses. It personalizes customer interactions with ticket numbers, robo-emails, and customer portals. The platform unifies multiple mailboxes and manages several products or brands across departments. It also has collaboration features such as collision detection, tagging, saved replies and notes to ensure everyone stays on the same page.

While it focuses on personalizing interactions, it doesn’t mean all tasks have to be done manually. Help Scout has automation for repetitive tasks to save time and be more efficient with your workflows such as sending bulk replies and creating custom folders. It integrates live chat, voicemails and phone calls for customers to reach out to your customer support easily. You may try out the software with its 15-day free trial to see its capabilities.

A notable recent Help Scout enhancement is its live chat called Beacon, which is designed to initiate self-help among customers by giving them ready access to the knowledge base instead of seeking help immediately. Beacon is integrated into Help Scout Mailbox, so only a single click is needed to quickly access it. The vendor also introduced a new company plan for businesses with 25 or more users, featuring unlimited users, mailboxes, Docs sites, etc. for an affordable price.

Some Key Takeaways

In this article, we listed the top 20 help desk software solutions for small business based on their overall features. Leading the list at the first spot is Freshdesk because of its complete out-of-the-box solutions for help desk operations, especially for small business customer support. Coming closely to the next spot is Salesforce Essentials, another robust help desk system that’s packed with a rich set of customer support tools as well as for boosting sales and enhancing CRM. At the third spot is Zendesk, which is a go-to help desk.

Most of these leading platforms epitomize what an ideal help desk solution should be, which should have features that include easy setup, positive customer experience, ease of use for both agents and customers, custom reports, easy system integrations, mobile-friendly, multi-channel support, sufficient knowledge base, automated help ticket management, brand-friendly customization, etc.

Of course, this doesn’t mean that the rest of the help desk software products included in this post are relatively inferior to the top-rated ones, when, in fact, there will always be a software solution that’s not only suitable for your business but offers functionalities that can further enhance your operations and can truly support expansion and customer loyalty. This is why it is highly recommended that before you select and buy that help desk solution for your business, you must follow several best practices when selecting the appropriate platform. These include identifying the actual needs of your business, determining your budget, testing the platform by its free trial, and measuring its overall effect on your team.

Ultimately, a comprehensive business evaluation is needed to help you determine the issues your small business are facing and what processes you want to streamline. You may also read this article on what is the purpose of help desk in a business if you need to learn the fundamentals of help desk software.

Category: B2B News

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