When a business is at the nascent stage, it’s easy and fast to handle issues emanating from the customer side. However, as the business grows, the number of internal and external help requests increases, amplifying the need for reliable help desk software. This aggregates all customer complaints, inquiries, and concerns from various customer-facing support channels in a centralized console. It also simplifies issue tracking and helps to prioritize resolution so nothing slips through the cracks. However, to reap these benefits, you need a help desk solution that’s apt for your business.
Whether you are looking for a customer service help desk, IT support help desk, or a business help desk, fret not. In this article, we’ll discuss the best help desk software solutions for 2020. We’ll dissect each product to reveal its merits, as well as the factors that make it unique, to help you decide whether or not it’s suitable for your business.
“But I’m not getting many complaints, why would I need a help desk software?” This statement is synonymous with many small business owners who presume customers’ silence auger well for their business. However, they are in the oblivion of one glaring customer statistics: only 4% of dissatisfied customers vent their complaints to a business.
Customers are not only after the lowest price, but they are also after exceptional customer service. Ace Hardware proves this fact, allowing its much smaller stores to compete with retail giants Home Depot and Lowe’s by leveraging quality customer service, as this Forbes article pointed out. Help desk solutions can give you the same leverage. With ticketing automation, intuitive knowledge base and smart alerts, your support team is always on top of incidents.
Likewise, when faced with tons of repetitive questions, it pays to have a robust knowledge base that a help desk app can deliver, especially in light of A Dimension Data survey findings as reported by Forrester: “Customers of all ages are moving away from using the phone to using self-service.”
Not only that, help desk apps almost always feature analytics that can run the numbers on your overall customer service rating. It’s easy to keep a tab of your KPIs, such as resolution time, response time, underperforming agents, ticket volume and recurring issues.
Read through our 20 best help desk software solutions guide minding the nuances because, yes, except for our top five apps, which lend to themselves obvious advantages, the rest in the list share the usual feature set and it takes an eagle’s eye to spot each one’s unique attribute.
Customer support software Zendesk has all the elements of an efficient help desk app, including flexible ticketing management, multichannel support, and advanced reporting and analytics. It also features a knowledge base and allows you to build communities. The app fits the needs of a small business but can scale to standard enterprise requirements.
A standout feature, hosting communities enhances the self-service portal. Customers can share and exchange answers in a structured forum, easing the burden off your agents’ shoulders. The self-service module also features a smart search tool and 24/7 access to guidelines and FAQs. You can use it for internal and external users. Other key features include mobile support, off-the-shelf integrations, group rules, macros, and automated processes. Should you like to learn more about this platform, you can try it out at no cost thanks to the Zendesk free trial.
Detailed Zendesk Review
Help desk software Freshdesk is second on our list of 20 best help desk software solutions. It’s as comprehensive as it is simple to use built on an intuitive and scalable architecture, which makes it suitable for myriad business sizes and types. There’s a fitting plan for freelancers, small businesses and enterprises. The vendor also offers a great free trial plan that lets you try out all the key features of the software first.
What’s more, its mobile apps for Android and iOS are one of the most robust we’ve seen not just in the help desk space, but in the entire SaaS industry. Many mobile apps are a pared desktop version, but not Freshdesk’s, it lets you take the system and your data with you, wherever. If you want to get a taste of what the product can offer, be sure to try the Freshdesk free trial.
The UI is neat and navigation is smooth, which may deceive you to think it’s a simple app. Look closely and you’ll realize it’s an end-to-end help desk, replete with standard features plus more. From ticket management automation to social media integration and self-service, the app covers the basics; it also features added useful tools, such as, time-tracking to help you gauge agent performance; a unified email that declutters your email messages with smart sorting and automated routing; and powerful analytics to help you benchmark agent performance and other KPIs such as ticket volume, resolution time and recurring customer complaints. If you want to push the quality of your customer service, you need an efficient, powerful app like Freshdesk.
Detailed Freshdesk Review
Help desk software LiveAgent is also a topnotch solution with a comprehensive feature set, mainly its multichannel support. It pulls together live chat, email, and social media to give your customers a choice they prefer when reaching out to you. The app is designed for small business, but can easily scale to enterprise requirements with features for gamification, web-embedded contact forms, and collaboration space.
Small teams can handle volumes of tickets daily with ease by leveraging the unified inbox and smart automation. All tickets are consolidated in one location, preventing missed tickets and allowing for quick spotting of overdue tickets. The app also integrates with your social media pages, mainly Facebook and Twitter; you can post, reply and manage these pages inside the system. And if you want to align the functions with your workflows, the app offers a richly documented open API for third-party apps. You can use all the features for free for a period of time to see if the software matches your needs.
Detailed LiveAgent Review
Help desk software Zoho Desk is a powerful support desk platform that has all the needed tools to boost any company’s customer support processes while improving reporting and agent productivity. The reports the system generates are very useful in monitoring agent performance, along with making data-driven decisions. It also delivers automation capabilities and multi-channel support, allowing users to deliver timely and accurate support to customers. Such capabilities can lead to better customer relationships and ultimately, increased earnings.
Customers also get to benefit from using Zoho Desk as it enables them to request for support and post queries via social media. Responses to such can be made directly from the platform so that agents need not leave the system. You can also choose what system to use in addressing issues, be it through ticketing or live support. Among all Zoho Desk features, perhaps the most notable is its ability to allow you to create knowledge bases that customers can use to find solutions to their concerns on their own. If you want to explore the features that the tool has to offer, you can easily utilize the free Zoho Desk trial here.
Detailed Zoho Desk Review
Customer support software Wix Answers is a free, cloud-based help desk software designed for use by businesses of any type and size. Fundamentally, the solution allows businesses to deliver great customer service and foster longer-lasting relationships with their customers. The platform empowers businesses with powerful service tools which include a multi-channel ticketing system, knowledge base, built-in call center, and live chat tools. Ranked as a scalable solution, Wix Answers permits you to cherrypick several tools depending on your unique customer service needs.
The beauty of it all is that Wix Answers is fully customizable. As such, the software can be designed to deliver the exceptional customer experience your customers crave. Better still, the solution streamlines all customer conversations into a single, easy-to-manage thread. Whether the queries are streaming in from social media, email, phone, or online chat, you can view and reply to them all on one console. What’s more, if you intend to serve an international customer base, Wix Answers can help you deliver support in multiple languages. If you want to check its comprehensive feature set, be sure to utilize the Wix Answers free trial.
Detailed Wix Answers Review
IT service desk software Freshservice is a powerful solution designed by Freshdesk. It’s ITIL-ready and suits both the needs of small businesses and enterprises. It features standard modules for ticket management, CMDB and knowledge base, and advanced modules for change, incident and problem management. It likewise provides businesses of any type and across industries a scalable, robust way to manage IT service requests and assets. A free trial for the software is also provided by the vendor.
The main advantage of this software is its native integration with Freshdesk, our top help desk choice. Beyond that, the solution still impresses. Its risk detection algorithm uses historical and current incidents to assess potential technical problems in the future, greatly aiding you in planning and forecasting. If you want to investigate the features closely you can easily do so at no cost thanks to Freshservice free trial.
Unsurprisingly, we find its Android and iOS apps robust, too, like with its sister Freshdesk, allowing you to stay in touch with tech support and technical incidents that may require your decision or urgent attention. Likewise, we find the self-service portal appealing for its ecommerce-like interface. Users will find the UI easy to navigate for answers, much like shopping for items on an online shop.
Detailed Freshservice Review
Cloud-based help desk software Atera is a robust yet intuitive solution designed primarily for MSPs and IT service providers. Atera empowers service providers to communicate with their clients and manage and solve the toughest IT problems from a centralized location. The solution offers a help desk and ticketing system, knowledge base, customer portal, and a set of robust Remote Monitoring Management (RMM) tools in a powerful, all-in-one platform.
Most importantly, the software is designed to be easy to use. It supports rapid onboarding with a flat learning curve that enables support agents to get started with the software with minimal fuss. Also, thanks to Atera’s versatility, there are multiple ways of creating support tickets, not only on the customer’s side but also on the technician side. The best part is that tickets are automatically synced between the user-interface and the customer portal. You can leverage the Atera free trial and get to know the features firsthand at no cost and without commitment.
Moreover, with the solution, you can create an internal knowledge base to help technicians access relevant information. In doing so, you keep all technicians in the loop and gives them the incentive they need to achieve the team’s goal. On the other hand, it allows you to create a customer-facing knowledge base that is accessible via the customer portal.
Detailed Atera Review
Customer support software HubSpot Service Hub is a free live chat software for small and medium-sized businesses. The platform enables businesses to build self-service solutions to deliver exceptional experiences that delight customers and help grow business. It empowers users to respond to questions from customers and prospects in real-time, thus promoting instantaneous communication. Some of its salient features include ticketing, live chat, shared inbox, conversational bots, meeting scheduling, NPS survey, and HubSpot CRM tools.
Besides, managing contacts, deals, requests, and scheduling appointments is a piece of cake with HubSpot Service Hub. By centralizing customer interactions and details, HubSpot Service Hub makes it easy to monitor sales pipeline activities and the progress of each interaction. This way, agents can convert leads with ease, close more deals, and deliver personalized responses to all customer queries. The vendor offers a comprehensive free trial to get you up to speed with the features.
Detailed HubSpot Service Hub Review
Jira Service Desk is an ITSM (IT service management) application that can deliver end-to-end services to customers. Its paid plan, starting at $20 per month, is a cost-effective solution for your business’s ITSM needs. The good thing about this platform is that it unifies support, operations, and development in one package so your agents can access everything the customer needs easily and simply.
As you can see from its name, it’s developed on the Jira platform, which allows Service Desk to work with all products on the Jira family. Some of its core features include metrics, real-time collaboration and messaging, SLA delivery, and knowledge base building. With its open-source interface, it can be tailored to serve any purpose, industry, or business.
Jira Service Desk also has a completely free plan, but you can upgrade to a paid plan if you need more functionalities.
Detailed Jira Service Desk Review
IT help desk software SysAid is a reliable solution designed to help IT businesses manage and resolve technology-related issues. The platform provides a swath of robust features including IT asset management, ticket management, a self-service portal, remote control, knowledge base, and robust reporting tools. SysAid streamlines the operations of ITSM teams with automation and intelligent service orchestration. This way, it lightens the load for IT service agents, allowing them to manage problems and incidents with unprecedented ease.
Most importantly, users can choose to deploy the software in the cloud or on-premise. Regardless of how SysAid it’s deployed, it provides a centralized point of entry for all IT support tickets. In doing so, it allows managers to assign tickets to the available IT technician or adjust the priority to expedite resolution. The vendor has an appealing free trial where you can tinker with the features at no cost.
Furthermore, the software provides effective tracking and notification features. As a result, you can track each ticket and ensure that it’s responded to promptly. This way, regardless of the number of problem tickets that are streaming in, nothing gets missed. Even better, with the knowledge base, you centralize and avail relevant information to your technicians and end-users. In doing so, you empower technicians to handle technological issues more professionally, while giving customers a taste of exceptional self-service.
Detailed SysAid Review
Ticketing management system JitBit HelpDesk is a solution that leverages machine learning to automate customer service tasks. Created for businesses of all sizes, this platform offers a simple and streamlined user interface that makes it easier to track support requests, assign tickets, as well as monitor the overall performance of help desk agents.
Aside from the abovementioned, JitBit Helpdesk also comes with a unified mailbox that consolidates all service requests and inquiries. This not only makes tracking more convenient for your staff but also allows you to ensures that no message is ever overlooked. You can make the most of the JitBit HelpDesk free trial if you’d like to try these functionalities first-hand.
In case these tools are still not enough for your business, this ticketing system is also equipped with a powerful REST API capability. By using this, you can integrate the software with a variety of third-party applications. Be it your existing CRM tool, email, or active directory, this platform is designed to work seamlessly alongside them for a more fine-tuned workflow.
Detailed JitBit HelpDesk Review
Customer support software Salesforce Essentials is an out-of-the-box CRM solution designed for small businesses. It helps you provide excellent customer support to make your customers loyal. To quickly respond to customers in the right context and with the right information, it unifies your multiple support channels with relevant customer information on a single page. The software also offers a branded self-service support site to empower your customers in looking for answers independently.
Collecting and tracking information is streamlined as the software automatically syncs your meetings, calls, and emails right from your inbox. This frees up your time from manual data entry and information retrieval. It also centralizes all the relevant details you need – leads, key contacts, and updates – with a 360-degree customer view in one platform.
By automating repetitive tasks, your help desk agents can focus on providing outstanding customer support. Questions and concerns are routed to the right agent to ensure they are handled with expertise, knowledge, and availability. Salesforce Essentials is a complete CRM solution. It goes beyond helping you provide high-quality service to your customers. It also has built-in intelligence so you can sell faster and increase conversions. Priced for SMBs, it also offers a free trial for you to explore its robust features.
Detailed Salesforce Essentials Review
Customer engagement software RingCentral Engage Digital, formerly Dimelo by RingCentral, is a reliable digital communication management solution. The platform brings to one interface interactions from all digital channels including social media, messaging apps, live chat, email, and reviews from Google My Business and Google Play. In doing so, it enables businesses to connect easily with customers where they are online and build stronger relationships.
Better still, with RingCentral Engage Digital smart routing, keeping customers on hold is a thing of the past. Even when you get swamped with a wide range of customer issues, the solution allows you to automatically classify and route them to the most qualified agent. As a result, issues are handled conclusively and professionally, leading to increased customer satisfaction. You can try all its premium features at no cost through the RingCentral Engage Digital free demo.
What makes RingCentral Engage Digital unique is the identity merge, a powerful feature built to cut duplicate conversations. The tool merges a customer’s identities across all digital channels into one easily accessible profile. Most importantly, it provides a holistic view of the customer’s historical interactions, thus equipping agents with the information they need to deliver personalized responses.
Detailed Dimelo By RingCentral Review
Omnichannel communication software Paldesk is equipped with a powerful help desk and ticketing system built primarily for sales and customer service teams. It aggregates requests and queries from social media, live chat, email, and mobile apps into a central dashboard. This way, it simplifies the management of tickets, boosts response times and delivery of personalized responses, and ultimately improves customer satisfaction.
The best part is that Paldesk provides a customizable widget that can be embedded on your website to deliver quick, online support to customers. The core aspects of the widget like color and text can be adjusted to match your company branding. Even better, Paldesk supports intelligent routing. This means, it automatically relays customer requests based on various factors like agent’s specialties and skills, nature of the request, contact channel, and contact history. An appealing test drive of all software features is available to you at no cost thanks to the Paldesk free trial.
Even better, the platform supports 24/7 customer support. It allows users to configure simple predefined messages to respond to queries during the out-of-the-office hours. Moreover, intricate issues launched by customers during the out-of-the-office hours are automatically saved as tickets. These tickets are then routed to the relevant department/agent to be worked on during office hours.
Detailed Paldesk Review
Customer support software Groove is an easy-to-use solution designed for small businesses and startups. It’s a scalable and fully customizable help desk solution that enables businesses to deliver instant personalized support to every customer. The platform provides a suite of powerful features that include shared inbox, canned replies, knowledge base, email management, team collaboration, customer insights, multiple integrations, and live chat.
Primarily, Groove’s set of tools can be used in unison to convert leads, support, and delight customers, which ultimately leads to business growth. The solution offers a robust workflow system for organizing and prioritizing tickets. Besides, there are essential team collaboration features such as assignments, agent availability, collision detection, and permissions. These features can streamline ticket resolution, thus boosting agents’ productivity, expediting resolution times, and increasing customer satisfaction. If you want to investigate the features closely you can easily do so at no cost thanks to the Groove free trial.
Detailed Groove Review
Help desk software TeamSupport is designed for the B2B industry. It lets you consolidate all client interactions in one platform to make it easy to track and manage relationships. A centralized customer database gives you complete visibility on tickets, issues, requests, and conversations. Powerful analytics can digest myriad insights by running the numbers on this database, such as identifying the most common demands of clients.
TeamSupport also uses parent/child hierarchies to organize tickets and allows a multi-brand structure that associates specific clients to specific products. Likewise, the system has robust ticketing management that features email integration, automated ticketing and custom fields, properties and statuses to match with your workflows. Other key features are Products & Inventory; Collaboration; Customer Self-Service; and Reporting & Analytics. With the TeamSupport free trial, You can check the solution closely at no cost.
Detailed TeamSupport Review
Customer support software Cayzu is an easy-to-use, cloud-based help desk solution built to help SMBs and enterprises deliver exceptional support experience. It’s an apt solution for businesses in various verticals like IT services/software, marketing, education, construction, and government. The platform helps businesses to automate support workflows, interact with customers where they are online, personalize support experience, and generate reports to derive insights that guide decisionmaking. It empowers businesses with powerful features like built-in SLA rules, custom rules, customer portal, reports, and issue management.
Additionally, Cayzu allows businesses to provide support from multiple channels including email, website, social media, and more. The beauty of it all is that businesses with multiple products can easily create a branded end-user support portal for each product. Even better, all the end-user portals are configured to feed into one centralized cloud-based help desk dashboard. As a result, the business can protect the unique identity of each product, while allowing the support agents to manage all customer issues from a single location. You can utilize the Cayzu free trial and try its premium features at no cost and without commitment.
Detailed Cayzu Review
Customer service software ManageEngine ServiceDesk is both a help desk and asset management system ideal for businesses that are new to ITSM-compliant processes. It features code-free configuration and integration, allowing non-technical managers to easily adopt this solution into their workflows.
It works with myriad communication channels and works with all the important OS. Likewise, it allows mobile access and third-party integration to extend its functionalities to other important business systems like CRM, help desk, project management, and business intelligence. An appealing test drive of all software features is available to you through the ManageEngine ServiceDesk free trial.
ManageEngine ServiceDesk is also among the few vendors that offer hybrid setup. The system can be deployed on-premise and cloud and can gradually migrate your processes either way for a smooth transition.
Detailed ManageEngine ServiceDesk Review
Help desk Vision Helpdesk is a robust solution that can be integrated with ITIL/ITSM service desk. It provides multi-channel support, such as email, website, Facebook, phone and chat, and centralizes all customer conversations in one platform.
It also features standard modules for ticket management, task management, knowledge base, and self-service. Likewise, the platform offers tools for SLA and escalation, customer satisfaction surveys and reports. You can also customize fields to match certain processes and outputs with your workflows.
One advantage we see with this software is its scalability, whether you’re adding features or integrating a service desk for internal and customer tech requests for change, release or asset management.
Detailed Vision Helpdesk Review
IT service desk Techinline FixMe.IT is designed to help IT professionals provide remote support via 2-way desktop sharing. The app acts as the middleware that lets tech support and the ticket issuer view a single desktop simultaneously and communicate clearly during troubleshooting even if both parties are in different locations. Admin can assign user control, for instance, allowing new users to take over the system during training.
It can also be used to conduct a product demo for client calls or onboarding new users. Likewise, Techinline FixMe.IT allows direct access to your remote machines even if they are unattended, a useful feature for scheduled remote maintenance. Other key features include file and clipboard transfer, multi-monitor support and IM chat.
Detailed FixMe.IT Review
And we’re just about done here. By now you should have figured out for yourself how much you need a help desk system. Indeed, these platforms contribute greatly to corporate earnings by improving customer service. There’s no question that getting one can benefit your organization. There are as many tools as there are vendors in the market and finding the right one can be a tedious undertaking. But make no mistake, you really have to get one.
But don’t get all pumped up and reach for the one that has the most features. Get to know a tool’s functionalities first and see if they fit your needs. You can do this by reading user reviews and see firsthand how the tool performs in a real-life scenario. You can also find out for yourself by availing of free trials, which vendors usually offer. For instance, for our top app on the list, you can sign up for Zendesk free trial.
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