Helpdesk software is used to help customers quickly solve issues on their own, such as minor bugs and technical difficulties, meaning that they only need to contact agents for larger challenges.
Businesses using traditional helpdesk methods face several challenges, such as customers having to wait long times for problem resolution and a lack of scalability. Helpdesk software simplifies the task by automating part of the resolution process.
Companies also use helpdesk software to manage customer requests and provide more accurate support. These apps track tickets and use AI for features like chatbots and analytics. Teams can add knowledge bases for faster issue resolution and allocate tasks for each issue as needed.
Based on hands-on testing, the Geekflare team has listed below the best helpdesk software based on customization options, add-ons available, unique features, and pricing plans.
- Freshdesk – Best Overall
- Jitbit Helpdesk – Best for Email Ticketing Systems
- Salesforce – Best for Scalable Customer Service Solutions
- Zendesk – Best for Comprehensive Customer Support
- Zoho Desk – Best for Small to Medium Business
- Front – Best for Collaborative Email-Based Customer Support
- InvGate – Best for Streamlined IT Support
- Gorgias – Best for E-commerce Business
- HappyFox – Best for a Unified Help Desk Experience
- Help Scout – Best for Email Management
- HelpCrunch – Best for Multi-Channel Customer Communication
- Jira – Best for IT Teams
- Hiver – Best for Gmail-Based Customer Service
- Kustomer – Best for Omnichannel Customer Service CRM
- Gladly – AI-Powered Customer Service
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Customization
High
Target Audience
B2B and B2C Companies
Customer Support
24/7 Email, 24/5 Phone
With integrated ticketing, a comprehensive free plan for up to 10 agents, and the option to choose your data center location (even without upgrading), Freshdesk is our pick for the best overall helpdesk software.
Freshdesk has a team inbox that lets users track support tickets across all platforms. It’s also possible to make custom ticket statuses. Users in and outside the main organization can use Freshdesk via shared ownership.
Teams using Freshdesk can make canned responses to quickly answer frequently asked questions. Moreover, the app has a scenario automation tool that allows users to automate repetitive actions. Agent collision alerts stop users from working on a ticket that someone else already is.
Freshdesk integrates with Slack, Salesforce, Jira, and over 1,000 other apps.
Over 60,000 companies use Freshdesk, including Hamleys, Thomas Cook, and 7-Eleven.
Time-triggered automation for ticket maintenance.
Suggest ticket fields for prioritization and categorization.
When customers reply with “thank you”, Freshdesk detects that the issue is solved; users can then stop these tickets from being reopened.
Convert email tickets to knowledge base articles.
Linking between forum topics and tickets.
A free plan with ticket dispatch features (e.g. routing and prioritizing tickets) and 24/7 email support for up to 10 agents
More efficient workflows thanks to the “thank you” ticket-closing feature
Some Reddit users have complained that the analytics are too complicated
Access to marketplace apps isn’t possible with a free plan
Freshdesk Pricing
Plan | Monthly Cost/Agent | Offerings |
---|---|---|
Free | $0 | Ticket trend reports, knowledge base, round-the-clock email assistance, max. 10 agents |
Growth | $15 | Automation tools (e.g. escalations), custom email server, custom SSL |
Pro | $49 | Up to 5,000 collaborators, customizable roles and reports, customer journey tools, customizable metrics |
Enterprise | $79 | Skill-based routing, hierarchical knowledge base features, restrict IP ranges |
Customization
Limited
Target Audience
IT Teams
Customer Support
Knowledge Base, Online Ticketing
Jitbit can turn incoming emails into tickets where needed and send replies, which – among other features – makes Jitbit the best helpdesk software for email ticketing systems.
Jitbit integrates with Jira, GitHub, Active Directory, MS Exchange, Dropbox, and other tools like ChatGPT and Basecamp. Teams that need further integrations can add these via Zapier.
Both SaaS and “on-premises” versions of Jitbit are available.
Ticket scheduling (daily, weekly, monthly, etc.) for maintenance tasks.
Delayed ticket reminders.
In-app screen capturing to add further information and context to tickets.
Filtering features to sift through spam and messages that don’t require attention (i.e., automatic out-of-office responses).
Automatic response generation via the use of language-learning models (LLMs).
Better security thanks to anti-spam message automation
Unlimited storage and all core features for every plan
Very fast set-up; it should take around 30 seconds to use at most
Limited features outside of email ticketing
Jitbit lacks a comprehensive knowledge base
Jitbit Helpdesk Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Freelancer | $29 | Unlimited storage, custom domain, all core features, iOS and Android apps |
Startup | $69 | 4 agents |
Company | $129 | Downloadable backups, 7 agents |
Enterprise | $249 | Faster support, HIPAA compliance, the option to hide “powered by Jitbit” if preferred |
Customization
High
Target Audience
B2B Companies
Customer Support
24/7 for Premier Support Plans
Multiple pricing options, AI-powered chatbots, and omnichannel reporting features make Salesforce the best helpdesk software for scalable customer service solutions.
Salesforce has email templates for easy response crafting, and its Einstein tool offers predictive and generative AI to simplify communication further. Salesforce also has a $2/month self-service add-on that lets customers find their answers before needing to contact support.
The app uses AI-powered recommendations for enhanced efficiency, planning, insights, and knowledge management tools. It’s also possible to get unified voice and messaging via AI, which integrates across multiple channels.
Teams using Salesforce can use thousands of apps to improve workflows and get to conclusions quicker, such as Q-assign and Email to Case Premium by Vicasso. Some tools require an extra fee.
Salesforce has 150,000+ customers, including T-Mobile, Spotify, and Amazon Web Service.
Enhanced messaging is available for $75 extra per user per month.
A visual remote assistant to limit the number of reopened tickets.
Unified voice and messaging (Einstein 1 Service plan only).
Opportunity Tracking tools to potentially cross-sell to satisfied customers.
Offline access (Enterprise plan and above).
Email auto-response features are available with all plans
Multiple customization options, such as email templates and custom profiles/layouts
The app can be very difficult to use for beginners
No free plan is available, only a free trial.
Salesforce Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Starter Suite | $25 per user | Knowledge management, case management, email auto-response |
Pro Suite | $100 per user | Omni-channel routing, case email escalation rules, service console apps |
Enterprise | $165 per user | Einstein Bots (for an additional fee), case swarming, help center |
Unlimited | $330 per user | Einstein Bots included, service catalog |
Einstein 1 service | $500 per user | Authenticated portal, customer community features, enhanced messaging and feedback management included |
Customization
High
Target Audience
B2B and B2C Companies
Customer Support
Ticketing, Email, SMS, Live Chat
Zendesk offers prebuilt integrations and quick responses. It is intelligently designed to cut down on customer care agent time and save the company money. For this reason, it’s the best helpdesk software for comprehensive customer support.
Zendesk has AI agents that work round the clock; users can tailor conversations to ensure that the advice these agents give is more accurate.
Zendesk has automation features that teams can enhance with pre-canned responses. The app also has a real-time dashboard and allows users to quickly collect customer feedback. Zendesk users can leverage tools like social media, chatbots, and surveys to improve customer involvement.
Channel unification is possible via the agent workspace, and it’s also possible to track conversation updates here. App integrations include Trustpilot Reviews, AssetSonar, and Microsoft Teams for Support. To further customize the app, free and paid themes are available.
The service is used by 100,000+ customers, including Uber, Finnair, and Xero.
A conversation extension that helps customers complete purchases without leaving their chat.
Light Agents to let users comment privately, without needing to pay for additional monthly users.
Skills-based routing so that agents with specialty knowledge can solve problems that match their expertise.
Automatic ticket creation.
A range of reports to monitor your progress, such as viewing tickets created by channel.
Customize your workspace with free and paid themes
Digital onboarding for all paid plans
Multilingual support and content is only available with high-end plans
CSAT ratings are not available with all plans
Zendesk Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Suite Team | $55 per agent | AI agents, 1,000+ apps and integrations, pre-defined responses |
Suite Growth | $89 per agent | SLAs, CSAT ratings, multilingual support, list your business hours |
Suite Professional | $115 per agent | HIPAA enabled, choose data location, side conversations to contact teammates while staying in the same ticket |
Suite Enterprise | Custom | Custom agent roles, AI-powered content cues, sandbox testing environment |
Customization
High
Target Audience
B2B Tech Companies
Customer Support
Email, Phone, or Chat, 24/7 for Premium Plans
Zoho Desk is the best helpdesk software for small to medium-sized businesses, thanks to features like process automation and multichannel ticket management.
Teams can benefit from 50% quicker deployment compared to many similar tools, and integrate the software with 200+ apps. Integrations include Slack, G Suite, Jira, and Zapier.
Teams using Zoho Desk can customize their workspaces and tickets with templates. The app also offers the option to customize statuses throughout the whole ticketing process.
Zoho Desk also provides GDPR compliance. Other helpful features include an integration with Zoho CRM. Based in India, Zoho has over 100 million global users.
Customized data modules where users can change the currency, whether they want to use percentages or decimals, etc.
Anomaly notifications so that agents can identify abnormal ticketing activity.
Reply editors.
Collaborative file sharing and meeting spaces.
Live customer happiness ratings.
High-level data customization
Integrates well with Zoho’s other tools, such as Zoho CRM
Advanced dashboards aren’t available with a Standard plan
Lack of Live Chat feature unless you have an enterprise subscription
Zoho Desk Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Standard | $14 per user | 5 advanced web forms, 20 tags per ticket, product-based ticket tracking, instant messaging |
Professional | $23 per user | Agent collision detection, ticket templates, ticket sharing and ownership |
Enterprise | $40 per user | Maximum of 50 tags per ticket, live chat, guided conversations |
Customization
Moderate
Target Audience
B2B Support Teams
Customer Support
Email, Live Chat, Video (High-End plans)
Front offers a full view of consumer data next to each message. The service connects with SMS, email, WhatsApp, and more. Teams using the tool can also create multiple team inboxes. These are just some of the reasons why Front is the best helpdesk solution for collaborative, email-based customer support.
The Front app lets teams assign ownership to ensure that each issue is quickly cleared, and it’s also possible to use metrics like satisfaction scores, SLA breaches, and average reply times. Dashboards are customizable.
Front also has metrics like messages sent per agent. The app also has message categorization. The API allows for custom integrations.
Teams can integrate Front with Aircall, Asana, ClickUp, and other tools.
A percentage-based overview that outlines each conversation stage.
Automatic message transferring based on keywords and other parameters.
Workload-balancing tools for better resourcing.
Customer inquiry insights to determine audience perceptions.
AI article translation to help customers in different languages.
Five-second cancelation window for sending messages
Automatic task transfers to different departments, which allows tickets to get closed quicker
CRM and Zapier integrations are only available with a Growth plan or higher
You need at least 20 seats and a Scale plan for onboarding and solution design
Front Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Starter | $19 per seat | Omnichannel shared inboxes, knowledge base, live chat, 10-seat maximum |
Growth | $59 per seat | 20 workflow automation rules, Zapier integrations, conversation summaries, CSAT and SLA analytics |
Scale | $99 per seat | Multiple team workspaces, AI message drafting |
Premier | $229 per seat | Video conferencing assistance, Premier Onboarding |
Customization
Moderate
Target Audience
IT Teams
Customer Support
24/7 for Critical incidents
InvGate has a modern user interface (UI) with a focus on urgent requests, making it easier for agents to prioritize tasks. Complete ticket visibility, quick access to the knowledge base, and automatically-created subtasks are some of the other reasons why InvGate is the best helpdesk software for streamlined IT support.
InvGate has customizable dashboards and cross-analysis for important metrics. It’s also possible to analyze tickets by creation source and customer groups.
Teams can integrate InvGate with 6,000+ apps via Zapier, such as Gmail, Microsoft Teams, and Outlook. Other InvGate integrations include Amazon Web Services and TeamViewer. The app is used by organizations like Toyota, PwC, and NASA.
Predictive suggestions.
Automatic subtask creation for IT requests.
Linking related requests to solve similar issues more quickly than would otherwise be possible.
The option to share dashboards with customers.
Software license optimization and planning.
Gamification to improve team motivation
IT Asset Control add-ons
Not suitable for non-IT teams as all of its features and solutions are specifically optimized for teams of this kind
Only available in English, Spanish, and Portuguese; can be a problem for international teams with staff not proficient in these languages
InvGate Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Starter | $17 per agent | Max. 5 agents, self-service portal |
Pro | $40 per agent | 6-50 agents, project automation |
Enterprise | Custom | On-premise hosting, custom number of agents |
Customization
Moderate
Target Audience
Ecommerce Businesses
Customer Support
24/7 Email and Chat
Gorgias serves stores using Magento, Shopify, BigCommerce, and WooCommerce, and claims that you can automate up to 60% of your CX. For these reasons, Gorgias is the best E-commerce helpdesk software.
Gorgias can be connected to over 100 apps, including Aircall, Shopify, and Loop. Teams using the service can monitor and respond to messages on TikTok, Facebook, WhatsApp, and Instagram. Moreover, agents can give shoppers a call option.
Over 12,000 E-commerce brands use the service, including Steve Madden and Olipop.
Personalized E-commerce campaign creation to increase sales (e.g., recommending products to shoppers).
On-site campaign creation for better sales conversions.
Automatic help center creation.
Customizable live chats.
1:1 strategy sessions to help users determine where they need to improve their products and services.
Gorgias Academy with resources about growing and managing an E-commerce business more successfully.
You don’t have to pay for every ticket you receive
You don’t have to pay per number of guests or agents
Limited analytics features compared to some of the other helpdesk solutions on the market
Some users have complained that Gorgias is difficult to customize
Gorgias Pricing
Subscription | Monthly Cost | Offerings |
---|---|---|
Starter | $10 | 50 billable tickets, 3 user seats, $0.40 per extra ticket after using the allowance |
Basic | $60 | 300 tickets per month, 500 users, $40 for 100 extra tickets |
Pro | $360 | 2,000 tickets per month, $36 for 100 extra tickets, Magento integration |
Advanced | $900 | 5,000 monthly tickets, $36 for 100 extra tickets |
Enterprise | Custom Pricing | Custom billable tickets, custom overage ticket costs |
Customization
High
Target Audience
B2B Customer Support
Customer Support
24/5 Email (Team), 24/7 Phone (Enterprise)
HappyFox is the best software for a unified helpdesk experience, thanks to easy-to-access queue overviews, pinned tickets, ticket statuses, and the ability to draw conversations from email and social media.
HappyFox uses ticket threads to give a quick conversation and action overview. Moreover, the app has canned actions and lets users answer with canned responses for common queries.
The service also offers agent-based pricing and subscriptions for unlimited agents (the latter is better suited to bigger teams).
Customizable queues to show open tickets based on status, category, etc.
A Quick Reply feature for quicker customer interaction.
Private notes to discuss how to solve tickets without leaking sensitive information.
IP address restrictions to stop unwanted users from accessing the app.
A Bulk Action tool to group related tickets.
In-app private notes to help agents get more clarity from coworkers if needed.
Ticket-pinning for easy access to the most important ones.
A Smart Rules engine to eliminate unnecessary workflows that could cause delays.
Per agent and unlimited agent plans are available
Available in 35 languages
No instant free trial is available; you have to book a demo
Limited custom fields for contact groups
HappyFox Pricing
Plan | Monthly Cost/agent | Offering |
---|---|---|
Basic | $9 per agent | Omnichannel ticket creation, SLA management, knowledge base |
Team | $49 per agent | Custom email and domain, customized ticket queues, 24/5 email support |
Pro | $99 per agent | Agent collision, task and asset management, ticket scheduling |
Enterprise | Custom | 2TB attachment storage, all-time reporting history, audit logs |
Customization
Limited
Target Audience
Small and Medium-Sized Businesses
Customer Support
24/7 Email Support
Help Scout has multitasking features, AI summaries, and urgency tags and folders, making it the best helpdesk solution for email management.
Help Scout has collision detection, meaning that agents won’t respond to the same messages. Analytics metrics like new conversations, messages received, and replies sent help teams analyze their performance.
Team members can view how many conversations they’ve had per day (as well as how many chats they’ve missed overall). Users get AI drafting and assistance tools, the latter of which can change text tones and correct spelling and grammar.
Over 12,000 teams within companies like Honey, Buffer, and Compass use the tool.
Team grouping for several in-app aspects, such as reporting and automations.
Quarterly team training to ensure that agents’ skills stay sharp and that they can use Helpdesk more effectively.
A Beacon widget to deliver more accurate help for specific requests (e.g. FAQ pages).
Customer satisfaction scores broken down via email and chat.
View how many messages were resolved the first time around, as well as overall response times.
Workflow automation is available with all plans and not just the more expensive ones
Round-the-clock support via email and chat all day, six days of the week
25-user monthly limit on Standard plans
Limited number of shared inboxes (2-25 depending on the chosen plan)
Help Scout Pricing
Plans | Monthly Cost | Offerings |
---|---|---|
Standard | $22 per user | API, in-app messaging (add-on), beacon help widget |
Plus | $44 per user | Custom reports, Sales, Jira, and HubSpot apps, AI summarization |
Pro | $65 per user (min. 10 users) | Advanced API access, quarterly team training, enterprise security |
Customization
Limited
Target Audience
Mid-Sized Companies
Customer Support
Live Chat
HelpCrunch is the best helpdesk software for multichannel communication because it integrates with the likes of Telegram and Slack, plus several other messaging apps. Moreover, it supports replying from anywhere and instant follow-ups within the mobile app.
Integrations via Zapier and Zoho are also available. Companies can get assistance from HelpCrunch’s team of professionals with product deployment and training.
Comprehensive customer data, such as how many total payments they’ve made.
Send one-off email updates via the app for important information, in addition to event announcements.
Multi-channel chatbot builders that you can create without coding experience.
WYSIWYG editor where you can optimize knowledge base articles for SEO.
Website and in-product pop-up builders.
No credit card is required for the free trial
Personal onboarding assistant, including for the free trial
Emails require an extra monthly fee (and there’s a limit of 50,000 per month)
Multilingual knowledge base is not available with a Basic plan
HelpCrunch Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Basic | $12 per team member | 20 AI editor requests, 1 widget, 15 messenger channels |
Pro | $20 per team member | Multilingual knowledge base, advanced customization and automation, high-priority live chat support |
Unlimited | $396 (unlimited team members) | Unlimited widgets, 100 messenger channels, unlimited chatbot flows |
Customization
Moderate
Target Audience
IT Teams
Customer Support
24/7 for High-End Plans
Even with a free plan, Jira Service Management users get an embedded knowledge base and pre-configured ITSM templates. These, along with multi-region data residency, real-time incident monitoring, and advanced alert integrations, make Jira the best helpdesk software for IT teams.
Up to 3 agents can use the free version of Jira Service Management, and paid plans support up to 20,000 users. Pricing varies; each plan gets cheaper as you add more agents. All users receive access to Atlassian community support as a first point of contact for issues they might encounter.
Jira Service Management integrates with Amazon Web Services and other third-party apps. It also has an optional integration with Jira.
PIRs to identify root issue causes.
Change management tools that let users automate approval workflows based on CAB procedures and other metrics.
Incident escalation policies.
Customize your help center by adding your company URL.
Problem scopes to identify issues that keep occurring.
Between 99% and 99.5% uptime SLAs for Premium and Enterprise subscriptions
Per user, per month pricing gets cheaper as you add more agents
Atlassian Intelligence isn’t available with a Standard plan
Unlimited automation allowances are only available with an Enterprise subscription
Jira Service Management Pricing
Plan | Monthly Cost/agent | Offerings |
---|---|---|
Free | $0 | 3 agents, multichannel support (email, portal, chat), knowledge base, change management. |
Standard | $18.20 (50 agents) | Best for less than 50 agents, branded help center, 9-5 regional support, alerts, incident escalation, unlimited email notifications |
Premium | $34.77 (250 agents) | Best for less than 250 agents, AI-powered service and operations, 24/7 support for critical issues, 99.9% uptime SLA. |
Enterprise | Custom | Cross-product analytics and insights, 24/7 support for all issues, 99.95% uptime, unlimited automations, 150 sites |
Customization
Moderate
Target Audience
B2C Email Support Teams
Customer Support
24/7 Chat and Email
With Gmail integration, shared email boxes, automatic task delegation, and email prioritization, Hiver is the best helpdesk software for Gmail-based customer service.
Teams can send customer satisfaction surveys to ensure that users remain happy. In addition to Gmail, Hiver integrates with over 6,000 apps via Zapier, including Salesforce, Slack, Google Calendar, and Asana.
Over 10,000 businesses use Hiver, including Kiwi.com, Upwork, and Epic Games.
Phone conversation logging to help agents solve problems quicker and understand what they should do for similar future issues.
24/7 support on all plans, meaning that users can choose a subscription based on features rather than support.
Add conversation followers so that stakeholders can keep an eye on how each ticket is progressing.
Customizable task visibility to fine-tune open tasks based on individual needs.
Collaboration without needing to forward or CC.
Chat and email onboarding assistance is included for all plans
SLAs for all plans
The software sometimes has a few bugs and can take a long time to load
Slow new feature releases compared to other helpdesk software tools
Hiver Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Lite | $19 per user | 1 SLA policy and violation reminder, triggered and conditional workflow automation, notes and mentions, 2 shared email inboxes |
Pro | $49 per user | Harvey AI for auto-email closing and summarization, CSAT surveys, 5 shared inboxes, Salesforce integration |
Elite | $79 per user | Custom build hours, success manager, skill-based auto-assignment, quarterly team training |
Custmization
Limited
Target Audience
B2C Businesses with Multiple Platforms
Customer Support
24/7 Chat and Email
Kustomer has voice provider integration and consolidates live chat, social media, SMS, voice, and email within a single system. This, combined with a workflow debugger, sentiment tracking, and multilingual support, make it the best helpdesk solution for omnichannel customer service.
The company claims that its KIQ AI customer service bot can improve business efficiency by 45%, and it has features AI responses and code-free configuration, along with intent detection. On top of that, Kustomer says that KIQ can enhance agent efficiency by 65%.
Teams can integrate Kustomer with Shopify, Magento, Amazon Connect, Aircall, and various other apps. It’s also possible to build apps.
Snooze conversations until a customer responds.
Two-way translations to ensure that everyone is understood.
Customizable push notifications for important customer updates, such as delays to a product delivery.
Customer handoff summarization so that agents can continue the conversation without needing to start from scratch.
Conversation, object, and event analysis.
Users have praised the app’s user-friendliness
Easy merging of customer data from multiple touchpoints via the workspace
8-seat minimum
Rigid pricing; only one option available for both plans
Kustomer Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Enterprise | $89 per user | Multilingual support, language detection, sentiment analysis, 20 languages, up to 25 brands, 100 custom workflows |
Ultimate | $139 per user | SAML SSO, allowed IP ranges, live agent audits, all languages, up to 300 brands, 150 custom workflows |
Customization
Moderate
Target Audience
B2C Brands
Customer Support
24/7 Help Desk
Gladly is the best helpdesk software for AI-powered customer service; it has tools like AI-powered Q&As and pre-trained AI models.
Teams using Gladly can access conversation timelines. Moreover, the app has real-time channel insights such as completed, active, and outgoing statistics for email, chat, and voice.
Capacity overviews are also available to help teams allocate resources more effectively. Moreover, users can use quick filters to view agent activity and more.
Gladly integrates with dozens of apps, such as Magento, Big Commerce, Magento, and Qualtrics. Its offerings are much smaller than many other helpdesk solutions in this respect, but there are still some big names included.
Revenue-tracking to determine financial success across all platforms.
Percentage-based SLA success views.
Cross-channel answer publishing to solve more requests in a shorter timeframe.
A People Match feature that pairs customers with agents based on personalized metrics (e.g. history with the company).
Conversation and performance trends.
Create custom apps in Gladly
Easy to switch between different messaging channels, such as SMS and social media
No premium-level support unless you get the Superhero Package
Minimum of 45 users for the Superhero Package
The Hero package doesn’t have custom reporting
Gladly Pricing
Plan | Monthly Cost | Offerings |
---|---|---|
Hero Package | $180 per user | Full conversation history, knowledge base centralization, all app integrations, Hero AI |
Superhero Package | $210 per user | 99.9% uptime, customizable reporting |
Comparison of the Best Helpdesk Software: An Overview
Below is a comparison of the helpdesk software discussed above.
Helpdesk Software Name | Rating | Price/Month | Key Features | Target Audience | Explore |
---|---|---|---|---|---|
Freshdesk | 4.5 /5 | $15 | Time-triggered ticket maintenance automation, forum topic and ticket linking | B2B and B2C companies | |
Jitbit Helpdesk | 4.5 /5 | $29 | Delayed ticket reminders, spam message filtering | IT Teams | |
Salesforce | 4.2 /5 | $25 | Visual remote assistant, customer cross-selling identification | B2B companies | |
Zendesk | 4.2 /5 | $55 | Light Agents, automatic ticket creation | B2B and B2C companies | |
Zoho Desk | 4.5 /5 | $14 | Live CSAT scores, anomaly notifications | B2B tech companies | |
Front | 4.6 /5 | $19 | Percentage-based overviews, workload-balancing tools, AI article translation | B2B support teams | |
InvGate | 4.6 /5 | $17 | Automatic subtask creation for IT requests, software license optimization and planning | IT Teams | |
Gorgias | 4.7 /5 | $10 + Ticket Charges | Customizable live chats, on-site campaign creation | eCommerce businesses | |
Happy Fox | 4.5 /5 | $9 | Smart Rules engine, Quick Reply feature, ticket-pinning | B2B customer support | |
Help Scout | 4.5 /5 | $22 | Beacon widget, team grouping, quarterly team training | Small and medium-sized businesses | |
HelpCrunch | 4.8 /5 | $12 | Pop-up builders, one-off email updates | Mid-sized companies | |
Jira Service Management | 4.4 /5 | $22.05 | Root issue cause identification, incident escalation policies, change management tools | IT Teams | |
Hiver | 4.6 /5 | $19 | Add conversation followers, phone conversation logging, task visibility customization | B2C email support teams | |
Kustomer | 4.5 /5 | $89 | Conversation-snoozing, customer handoff summarization, customizable push notifications | B2C businesses with multiple platforms | |
Gladly | 4.7 /5 | $180 | Agent/customer matching, cross-channel answer publishing | B2C brands |
What is Helpdesk Software?
Helpdesk software is used by support teams to answer customer requests and solve issues that may arise. It can take the form of an IT ticketing system or B2C-facing assistance, but software of this kind can also be designed to help B2B companies solve issues with their customers.
Features You Should Look For in Helpdesk Software
Below are some features you should look for when you purchase a helpdesk software.
Ticket Management
Whether it’s for internal teams or customers, ticket management will help teams perform tasks more effectively. Besides task creation, it’s also important to look for prioritization and customization features. That way, it’ll become much easier to do everything in the right order.
Automation
Automation saves time on menial tasks and allows agents to spend more time focusing on how they solve customer requests. Trigger automations (i.e. when an item is moved) are some of the most common ones, and some apps let you set up custom rules.
Omnichannel Support
Customers interact with brands across email, social media, website forms, and in many other places. So, it’s crucial that omnichannel support is offered in any helpdesk software you choose. Integrations with instant messaging apps (e.g. WhatsApp) and social media (e.g. Instagram) are also essential.
Self-Service Portal
Self-service portals let customers find the answers to their problems quicker. As a result, agents can spend their time dealing with more important requests.
Reporting and Analytics
Your chosen helpdesk software should include reporting and analytics that can help your team improve its results. For example, you’ll want to look at average resolution times and try to reduce how long it takes to respond to requests.
What Are the Benefits of Helpdesk Software?
Helpdesk software offers 5 main benefits as listed below.
- Enhanced Productivity. Because teams can automate manual tasks and common responses, agents will be more productive. Moreover, the company will receive higher CSAT ratings due to its ability to solve problems quickly.
- Data and Analytics. Integrated data and analytics can help agents improve their personal workflows and enhance areas of weakness. If metrics like response time are off the mark, your company can also determine where they need to plug gaps and hire more staff.
- Cost Efficiency. Helpdesk software solves problems quicker, which will result in teams being able to move forward without allocating more resources than is necessary. Many are also available for monthly or annual subscriptions.
- Enhanced Customer Experience. Teams using helpdesk software will solve problems quicker and help customers reach the right conclusion more quickly. So, they will be happier and more likely to demonstrate brand loyalty.
- Knowledge Management. Helpdesk solutions let teams organize everything in a unified knowledge base, which is beneficial for customers and support agents alike.
How to Choose the Right Helpdesk Software
Everyone has different needs when picking the right helpdesk software. For example, startups may want a FREE ticketing system but still need to consider scalability. Below is a list of factors to consider while choosing a helpdesk software.
- Identify Your Needs. Think about the number of team members you have and your business model. It’s also a good idea to consider the types of metrics you want to have available. Some helpdesk solutions are only designed for specific industries (e.g. Giorgias is for eCommerce businesses), so you should also keep this in mind.
- Key Features to Consider: Ticket customization and integrations are crucial to think about. Moreover, you should think about whether you need unified interfaces and document-sharing features.
- Consider Scalability. Some software has a minimum number of agents, and others have maximum allowances for emails and automation runs. Think about what you’ll need as your team grows.
- Test and Evaluate. Many helpdesk solutions have a free trial, and it’s well worth taking advantage of these before committing to a purchase.
- Automation/AI Capabilities: Some helpdesk software offers AI and automation with all plans, but it’s only available with premium subscriptions in other instances.
What Is the Difference Between Helpdesk and CRM Software?
Helpdesk software is designed to improve customer support and answer specific requests. On the other hand, CRM software manages relationships at a more fundamental level and not just for customer support.
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