The 15 Best Helpdesk Software in 2024

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
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.