Best Cloud Helpdesk Software Shortlist
Here are the top 10 cloud helpdesk software I’d like to highlight out of the 20 I cover in this article:
Did you know that modernizing your support system is the number one obstacle to delivering quality customer service? If your company offers helpdesk support to your clients, inputting, tracking, and resolving support tickets is critical. But what do you do when you don’t have powerful helpdesk software to guide your team?
In this article, I’ll be discussing help desk software that will free your operations from cumbersome spreadsheets and inaccurate tracking. If you have general questions about how this software works or how to pick the best option for your organization, take a look at my People Also Ask section below. Or, if you’re curious how I prepared this list, see How I Selected the Best Cloud Helpdesk Software below.
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Overviews Of The 20 Best Cloud Helpdesk Software
Here’s a brief description of each cloud helpdesk software that showcases each tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a visual of their user interface too.
LiveAgent
Best for multi-channel, customer-focused care solutions
As a cloud-based help desk solution for customer service reps, LiveAgent strives to provide service teams with all the tools they need to respond to support requests, including integrations with every single communication channel. Companies that trust in LiveAgent’s tools include Forbes, Airbus, Nascar, USC, and Slido.
The LiveAgent ticketing system offers a streamlined view of all support requests that come in through every communication channel, organizing them for easy viewing and assignment. Users can access the LiveAgent platform through every device, including iOS and Android phones, to continue helping customers even when away from the computer.
LiveAgent can support businesses of all sizes. According to their loyal customers, they have the tools to decrease response times by 24% and improve customer satisfaction by 97% across every industry.
LiveAgent Standout Features and Integrations
Features include live chat, telephony, knowledge base, workflow automation, ticket management, analytics, and multilingual support. LiveAgent currently supports 42 languages and translation tools.
Integrations include Adiptel, Bria, Cal4Care, Didlogic, Flinumber, GBC Networks, iPlan, MCN Telecom, Maxtel.dk, and Telnyx. They offer both native and internal integrations, as well as options through Zapier.
Pros
- Low barrier for entry
- Easy to navigate
- Real-time communication with customers
Cons
- Additional communication channels cost extra
- Internet-based system - no offline connectivity
NinjaOne (formerly NinjaRMM)
Best for single-pane IT management
NinjaOne bills themselves as a unified IT management solution that’s designed to replace IT inventory, endpoint configuration, remote control, software deployment, and antivirus needs with just one platform to reduce complexity and save on licensing.
The helpdesk feature from NinjaOne is built to allow users to take remote control of endpoints, perform device tasks without interrupting end-users, deploy software and remediations with one click, automate ticket management, and investigate customer queries in real time. Their ROI calculator can show you exactly how much time your company can save.
NinjaOne can support any type and size of business with pay-per-device pricing that ensures businesses are paying just for what they need. This helpdesk software also offers free onboarding and training for a seamless transition from your old software to the new one.
NinjaOne Standout Features and Integrations
Features include context-rich automated IT ticketing, automated resolution of repetitive tasks, live device inventory, one-click remote access, stealth remediation tools, and integrated documentation.
Integrations include Bitdefender, Computicate, Connectwise, Duo, HaloPSA, ITGlue, Lionguard, Narmada, ScalePad, and Slack.
Pros
- No maintenance fees
- Flexible pricing options
- Intuitive design and workflows
Cons
- Limited research and report capabilities
- Scripting can be overwhelming
HappyFox
Best for customer self-service
HappyFox has made it onto this list of the best help desk software options due to their focus on providing exceptional support solutions with a robust support ticket system, self-service knowledge base, and community forums.
One way HappyFox helps agents support a positive customer experience is through their unique ticketing system. Their tool converts and organizes all inbound requests into tickets, whether they arrive via email, chat, phone, or web contact forms. Users also have the option to tailor the support ticket system with custom fields and personalized support experiences.
HappyFox was designed to support many types of teams, including customer support, IT support, and human resources. They have experience providing helpdesk tools for education, non-profit organizations, airlines, retail, telecom, healthcare, and real estate. HappyFox is usable by single-person operations as well as enterprise-level organizations.
HappyFox Standout Features and Integrations
Features include self-service portal, chatbots, omnichannel ticketing, ticket management and tracking, ticket categorization, and pinned tickets. Ticket management is made easier with tools that allow users to take bulk actions, search and filter, and instantly preview tickets.
Integrations include Asana, Azure, Jira, Microsoft Teams, Okta, Pipedrive, RingCentral, Salesforce, WhatsApp, and Wrike. HappyFox currently offers 55 integrations.
Pros
- User-friendly interface
- Little or no training required
- Easy setup in less than 24 hours
Cons
- Mobile application doesn’t have every functionality
- Needs more self-training tools
SolarWinds Service Desk
Best for an IT-focused help desk
SolarWinds is a cloud-based, AI-powered ITSM (IT service management) solution that’s built to accelerate resolution with their customer service ticketing software. They offer ticket classification and routing automation, IT asset management, and comprehensive ITIL-ready tools. SolarWinds helps teams with everything from incident management to license auditing.
Their ITIL-ready platform offers incident, problem, change, and release management modules, as well as a CMDB that’s customizable for business needs. Their platform helps users formalize the ITIL release process, escalate issues internally, and create a more consolidated change execution process.
The SolarWinds IT helpdesk caters to businesses of all sizes across a variety of industries, including construction, technology, manufacturing, retail, and government.
SolarWinds Service Desk Standout Features and Integrations
Features include incident and IT asset management, employee service portal, CMDB software, and ITIL service automation. Their chat tools are for internal helpdesk services.
Integrations include Dameware Remote Everywhere, Dropbox, Google Apps, Jira, LogMeIn Central, Microsoft Teams, NMAP, Slack, Zapier, and Zendesk.
Pros
- Remote and on-premise options
- Easy to learn
- Simple and configurable management
Cons
- Needs more self-service guidance
- Customizing views takes work
Help Scout
Best for increasing agent productivity
As a dedicated customer support automation platform for growing organizations, Help Scout strives to ensure your helpdesk and CRM teams can deliver better customer interactions with a shared inbox, knowledge base, and live chat software.
Help Scout claims that their tools regularly help users increase productivity by over 50% through features like private notes and mentions for collaboration, collision detection to prevent duplicate work, and automation of routine tasks for improved customer profiles. This platform also encourages self-service with built-in search functionality and other organizational features.
Help Scout is designed for small and medium businesses that need solutions that target customer support and helpdesk tools. They specialize in a variety of industries, including SaaS, ecommerce, logistics, education, manufacturing, financial services, media, and professional services.
Help Scout Standout Features and Integrations
Features include authorization and segmentation for knowledge base, customer tracking, custom branding, and responsive functionality across all devices.
Integrations include AppFlow, Gravity Forms, Hively, Intercom, lorad, Klaus, NiceReply, Survey Funnel, WordPress, and Wufoo.
Pros
- Intuitive UI structure
- Comprehensive resources and guides
- No-code help center builder
Cons
- Limited reporting options
- Real-time chat is only for pro plans
Deskpro
Best for a cloud-based or on-premise helpdesk
This helpdesk ticketing system is a multilingual option for external customer service and internal business needs. With a variety of ticket management, self-service, and live chatting features to deal with customer issues and agent queries, businesses can support their entire system. Some of the world-leading organizations that trust Deskpro include Apple, NHS, Microsoft, Garmin, and TransUnion.
Deskpro offers more versatility than many other helpdesk software options because they also offer on-premise hosting that allows users to export their full database and deploy a self-hosted version of the application on their own server infrastructure. It’s not limited to a specific operating system, so sysadmins can utilize their own infrastructure preferences.
Deskpro can support small teams and massive organizations through their tiered plans, and they have experience in a variety of industries, including gaming, education, technology, travel, government, tourism, finance, and healthcare.
Deskpro Standout Features and Integrations
Features include knowledge management, ticket routing, customer relationship management, helpdesk management, and automation features.
Integrations include Azure DevOps, Database Authentication, HubSpot, Mailchimp, Okta, OneLogin, Pipedrive, Salesforce, SAML, and Xero. Deskpro has over 1,000 integrations available in their app store.
Pros
- Dashboard information is comprehensive
- Intuitive interface and navigability
- Excellent customer service
Cons
- Mobile notifications are inconsistent
- Limited CRM module
Bitrix24
Best for businesses that need a free helpdesk solution
Bitrix24 is a comprehensive communications solution that blends CRM needs and helpdesk services into one omnichannel contact center. With its social media-style environment, Bitrix24 attempts to encourage agent engagement and collaboration. This platform is attempting to create a new level of integration with live chat, telephony, and email capabilities.
Some standout Bitrix24 features for the helpdesk include internal and external capabilities that can support customer requests and manage agent IT concerns all in one place. Users can connect their mailboxes to the Bitrix24 contact center with just one click to receive, manage, and track all communications on their dashboard.
Bitrix24 can support businesses of all sizes, but they’re most attractive to fledgling organizations because they offer one of the best free helpdesk software options with CRM, project management, HR, and collaboration tools. They have experience working with retail, travel, remote, and restaurant businesses.
Bitrix24 Standout Features and Integrations
Features include central hub for social media communications, live chat for a website, callback options for website, telephony tools with no required hardware, helpdesk mailboxes, and mobile task management.
Integrations include Call Center Wizard, ChatApp, Edward CRM Assistant, Google Analytics, Itgrix, Jotform, Pipedrive, Salebot, QuickBooks, and Zendesk.
Pros
- Easy data migration
- Functions in 18 languages
- Available for free
Cons
- Can be complicated to add integrations
- Helpdesk isn’t primary focus
Supportbench
Best for custom structure and scalability
Supportbench is modern CRM software with helpdesk features that prioritize customization and hierarchy needs above all else. With tools like workflow automation and an accessible knowledge base, agents and managers can keep track of all the essentials.
This helpdesk ticketing solution prioritizes insights, retention, and ROI with a variety of customizable features. But one of their standout tools is the event-driven action that is designed to define workflows so businesses can automate repetitive tasks, escalate concerns to the appropriate people, and minimize human error.
Supportbench offers plans for mid-size teams and enterprise-level organizations in a variety of industries. They can also support non-profit operations and workflows. Businesses can find solutions based on their client management style, including email communications, SLA, support level, escalation, and knowledge-centric support.
Supportbench Standout Features and Integrations
Features include customer and ticket management, workflow automation, knowledge base, and analytics and insight. Knowledge base tools are accessible through both internal workspaces and client portals.
Integrations include Azure DevOps, Facebook, Jiro Software, LiveChat, Ninja, RingCentral MVP, Salesforce, Slack, and Twitter. All integrations are native integrations, not plug-ins.
Pros
- Customizable features and tools
- Real-time tools for quick decision-making
- Tools designed to reduce churn rate
Cons
- Frequent updates can be hard to track
- Can be expensive for larger companies
Spiceworks Cloud Help Desk
Best for server and website monitoring
Spiceworks offers a purpose-built helpdesk for IT pros that are designed for server and website monitoring from anywhere. With desktop, mobile, and tablet functionality, users can access advanced features from their laptop, android, and iPhone devices. Users can check on software installs, printer statuses, and help requests for the entire team.
In addition to ticket management and tracking, Spiceworks also works to help businesses understand their team’s behaviors. With a comprehensive understanding of the entire system, users can change inefficient behaviors as needed through Spiceworks with tools that quantify and prioritize tasks and tickets.
Spiceworks is designed for businesses of all shapes and sizes with cloud hosting, backups, and maintenance. They service a number of industries, including healthcare, technology, financial services, education, automotive, and hospitality.
Spiceworks Cloud Help Desk Standout Features and Integrations
Features include ticket and case management, ticket notifications, ticket prioritization, knowledge base, dashboards, time tracking, self-service, and active directory.
Integrations include AlertOps, Cherwell Service Management, Customer Thermometer, ManageEngine Endpoint Central, Simplesat, Splashtop Business Access, Time Doctor, ZipBooks, and Zoho Assist.
Pros
- Connects with all cloud tools
- Easy to set up
- Free software and support
Cons
- Limited reports and customization
- Limited functionality
Front
Best for building better customer relationships
As a communications hub with a focus on customer satisfaction, Front provides a modern, email-inspired dashboard where agent inboxes are right alongside team collaboration tools and analytics metrics. Access to everything in one place ensures more contextual data that allows agents to better support their customers.
Front includes a shared inbox for powerful email helpdesk solutions and a simplified user interface where every conversation is surrounded by the relevant customer history and data, as well as built-in collaboration to help teams work behind the scenes.
This customer relationship management software has options for smaller businesses, mid-size organizations, and partnership options for enterprise needs. They specialize in a variety of industries, including B2B technology, travel, financial services, logistics, manufacturing, and professional services.
Front Standout Features and Integrations
Features include a universal inbox, automation, shared inbox, workflow management, remote team collaboration tools, and helpdesk. The helpdesk offers personalized support without a ticketing system, while the automation recommendations to streamline workflows are based on your activities.
Integrations include Calixa, Fullcontact, Gainsight, HubSpot, Microsoft Dynamics, Microsoft Outlook 365, NiceReply, Outreach, Pipedrive, and Salesforce. Front currently offers a total of 102 integration options.
Pros
- Designed for collaboration
- Mobile app available
- Simple user interface
Cons
- Schedule link management isn’t streamlined
- Mobile app doesn’t have calendar
The Best Cloud Helpdesk Software Summary
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | LiveAgent Best for multi-channel, customer-focused care solutions | 30-day free trial | From $15/agent/month | Visit Website |
2 | NinjaOne (formerly NinjaRMM) Best for single-pane IT management | 30-day free trial | Customized price upon request | Visit Website |
3 | HappyFox Best for customer self-service | Free demo available | From $39/agent/month (min 5 agents) | Visit Website |
4 | SolarWinds Service Desk Best for an IT-focused help desk | 30-day free trial | Plans start at $19/technician/month with unlimited users, plus $0.10/device | Visit Website |
5 | Help Scout Best for increasing agent productivity | 15-day free trial | From $25/user/month | Visit Website |
6 | Deskpro Best for a cloud-based or on-premise helpdesk | Free trial is available | From $36/agent/month | Visit Website |
7 | Bitrix24 Best for businesses that need a free helpdesk solution | Freemium version available | From $61 /5 users/month | Visit Website |
8 | Supportbench Best for custom structure and scalability | 14-day free trial | Plans start at $40/month; custom plans are available for large teams | Visit Website |
9 | Spiceworks Cloud Help Desk Best for server and website monitoring | Not available | Forever free plan available | Visit Website |
10 | Front Best for building better customer relationships | Free trial available | From $19/user/month | Visit Website |
Other Options
Here are a few more worthwhile options that didn’t make the best cloud helpdesk software list:
- ManageEngine
Best for IT management and data security
- Genesys Cloud CX
Best for transforming the customer experience
- Zendesk
Best for enterprise-grade security and sustainability features
- Salesforce Service Cloud
Best for a unified agent experience on desktop and mobile
- Freshdesk
Best for customer support with omnichannel capabilities
- Raiseaticket
Best for organizing cloud-based helpdesks
- Rescue
Best for single-person operations and small businesses
- Zoho Desk
Best for fast implementation and comprehensive training guides
- Freshworks
Best for empowering agents and creating a positive work environment
- UJET
Best for smartphone-era support and CRM integrations
How I Selected The Best Cloud Helpdesk Software
Anyone can Google the best cloud helpdesk software, but how do you know that what you’re getting can deliver features and tools that meet your business needs? As someone with years of CX Lead experience, I did the research for you.
To start, I browsed those helpdesk options with high user ratings. I then continued to evaluate and compare this huge list with the selection criteria below. These criteria gave me measurable metrics that showed how the software stacks against one another. I honed this list to the top 10 by pinpointing those features that add the most value.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best cloud helpdesk software for this article:
Usability
Any helpdesk solution has to be easy for your team to learn and use on a regular basis. I looked for software that had great training tools or a low barrier for entry. I also explored no-code functionality so anyone on your team could create automation for processes.
Standout Features
There are features that are essential in any helpdesk software and then there are those that go a step beyond. I looked into help desk software solutions that offered the most versatility and support with advanced features for your team and customer-facing needs.
Software Integrations
The most important third-party tool you may need to integrate with your helpdesk software is a CRM, so I chose to prioritize those that had open API or ready-built plug-ins and integrations for your essential business tools.
Pricing
Whether it’s a free helpdesk that has just the basics or a custom enterprise plan with all the add-ons, you need something that’s worth the cost. Here, you’ll find software solutions at a number of different price points for every business.
Other Questions People Ask
If you’re looking for an introduction to helpdesk software, these are the most frequently asked questions that will help keep you informed.
What is cloud helpdesk software?
What are the benefits of cloud helpdesk software?
What are the key features of cloud helpdesk software?
Stay Informed
I’m confident that this list contains the best possible cloud-based helpdesk software solutions. But before you decide which one is right for you, I would recommend defining your needs as an organization and planning for the future.
After you’ve narrowed down your essential requirements, you can test out a few of these services through their demo and trial offers. Use your experience in the trial offers to get a better idea of the pros and cons of each software and narrow down your own list.
If you’re looking for other tools to complete your workflow or integrate with your cloud helpdesk software, make sure to stay in the loop when you subscribe to The CX Lead newsletter today!