10 Best Cloud Helpdesk Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Selecting the best cloud helpdesk software can be a difficult task, especially with numerous options available. You aim to improve customer service by modernizing your support system - and you need to find the right tool that can handle inputting, tracking, and resolving support tickets. No worries, I’ve got you covered!
In this article, I leverage my years of experience in researching and testing CX tools to shortlist the top-tier cloud helpdesk software that will free your operations from cumbersome spreadsheets and address the unique challenges your team faces daily.
What is Cloud Helpdesk Software?
Cloud helpdesk software is a tool that allows businesses to efficiently manage customer inquiries and support tickets through a central virtual hub. Operating on cloud infrastructure, it offers a web portal for users to log in, a dedicated support team responsible for maintenance, and various capabilities for ticketing and issue tracking. Key features include ticketing systems to monitor customer queries, knowledge base integration to empower users with self-help resources, and automation tools to speed up repetitive tasks.
This software caters to the needs of support teams, IT departments, and organizations aiming to handle a high volume of inquiries, maintain organized communication channels, and monitor performance metrics. It also offers accessibility from any location, seamless collaboration, and eliminates the need for on-site hardware.
Overviews Of The 10 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.
Zendesk is n AI-powered, cloud-based help desk software that assists businesses in managing and resolving customer inquiries and issues by providing a centralized platform for businesses to engage with their customers across various channels.
Zendesk's fully integrated ticketing system supports customer submissions from multiple different channels, including email, chat, phone, and social media messages, and automatically creates a ticket for each request. The ticketing system also uses CSAT ratings, service level agreements, time tracking, and routing to ensure that you and your team are providing a high quality customer experience.
Zendesk offers its own CRM platform, Sunshine, designed to help businesses centralize and manage customer data and provide a unified view of customer interactions. This includes a customer data platform (CDP) that allows businesses to aggregate, store, and manage customer data from multiple sources, such as support tickets, chat conversations, emails, and social media interactions. This unified customer profile helps organizations gain a comprehensive understanding of their customers' preferences, history, and behavior and utilize it to create high-quality customer experiences.
Features include knowledge base management tools, live chat, call center software, and customer analytics functionalities.
Integrations include Asana, Google Workspace, HubSpot, Jira, Microsoft Dynamics, Salesforce, Shopify, Slack, Trello, Zoom, and over 1200 more options on the Zendesk Marketplace.
Pros and cons
Pros:
- Automation capabilities for streamlining processes
- Quick implementation and affordable pricing
- User-friendly interface and easy task management
Cons:
- Individual licenses required for adding new agents
- Limited customization options
Issuetrak is a software tool designed for tracking, managing, and resolving issues and tasks within organizations. It provides a platform for submitting issues through various channels, including email and web forms, and offers features such as customizable forms, reporting, and alerts.
Issuetrak allows users to submit issues via email, web forms, or manually within the system. Once submitted, issues can be assigned to the appropriate team members, and automated workflows can be used to manage the process from start to finish. The software also includes a self-service knowledge base to help users find solutions independently and reporting tools to track help desk performance and identify trends.
Moreover, Issuetrak's cloud-based nature allows for remote access by support teams, enabling them to address and resolve issues from any location with internet connectivity. This contributes to improved response times and customer satisfaction by ensuring that support requests are handled promptly and efficiently.
Issuetrak Standout Features and Integrations
Features include task management, entities and permissions for user organization, in-house services for site configuration, training, and support, and automation tools that can automatically assign tickets, add notes, update statuses, and escalate issues based on predefined rules.
Integrations include Okta, Onelogin, Gmail, Microsoft 365, Salesforce, Google Analytics, and PowerBI.
Pros and cons
Pros:
- Comprehensive reporting and analytics features
- Customizable workflows
- User-friendly interface
Cons:
- Some issues with email notification setup
- Some users may experience a steep learning curve
Salesforce Service Cloud is a customer service software and support application that provides businesses with a platform for one-to-one marketing relationships with every customer across multiple channels and devices. It enables organizations to deliver smarter, faster, and more personalized service by managing customer cases and conversations.
The platform provides a suite of tools that enable businesses to manage customer support interactions across various channels. For example, it offers case management capabilities, allowing support agents to track and resolve customer issues. Salesforce Service Cloud also includes a knowledge base for storing and retrieving solutions to common problems, which can be used by both customers and support staff.
Additionally, Salesforce Service Cloud features automation of routine tasks, such as case routing and escalation, to improve the efficiency of support teams. The tool also uses AI technology to provide predictive insights by analyzing customer data, historical interactions, and contextual information to identify patterns, trends, and potential issues, enabling businesses to anticipate customer needs, optimize service operations, and proactively address customer concerns.
Salesforce Service Cloud Standout Features and Integrations
Features include self-service communities, service contract and entitlements management tools, and service analytics. Salesforce Service Cloud also integrates with social media channels in order to monitor and respond to customer inquiries, comments, and complaints on social platforms.
Integrations include SurveyMonkey, Tableau, Genesys, Trello, Mailchimp, Freshdesk, HubSpot CRM, and the Salesforce suite, including Sales Cloud and Marketing Cloud.
Pros and cons
Pros:
- Helps personalize customer interactions
- Easy-to-use system
- Provides efficient case management
Cons:
- Challenges in integrating with third-party systems
- Steep learning curve for new users
Zoho Assist is a robust, multi-functional remote support, access, and help desk solution. It allows IT support agents to establish sessions with remote computers, enabling them to diagnose and fix technical issues without being physically present at the device location.
The software offers a cloud-based solution, which means it doesn't require any prior installation or configuration. Beyond simple remote screen shares, Zoho Assist equips professionals with a comprehensive set of features including file transfer, voice and video chat, and multi-monitor navigation, all aimed towards streamlining IT support processes.
One of the reasons Zoho Assist stands out as the best cloud helpdesk software is for its compatibility and accessibility. As a cloud-based platform, it allows support teams to function remotely and handle customer requests from anywhere, at any time.
Zoho Assist Standout Features and Integrations
Features include file transfers during sessions, session recording for accountability, and annotations for clear communication. Additionally, the software offers advanced reporting for tracking support activities, mobile apps for on-the-go support, and API/SDK integration for system compatibility.
Integrations include service desk, help desk, and CRM solutions like Zendesk, Service Now, Slack, MS Teams, Freshdesk, and Jira. Additionally, it supports the integration of remote support capabilities with your Kiosks, Android/iOS Apps, OEM devices, and ITSM solutions.
Pros and cons
Pros:
- Free plan available
- Quick access to machines without additional software
- Easy to invite others to remote sessions
Cons:
- Storage is priced separately at $5 per 5GB
- Session recording available in highest tier only
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 and cons
Pros:
- Real-time communication with customers
- Easy to navigate
- Low barrier for entry
Cons:
- Internet-based system - no offline connectivity
- Additional communication channels cost extra
Zoho Desk is a help desk software that facilitates omni-channel customer service operations. You can connect multiple communication lines to the system, including email, social media, web chat, and voice calling. It stands out for its ability to craft automated workflows, supporting your team by reducing their manual workload. I added it to my list after evaluating its ability to simplify customer service operations and enhance agent productivity.
The software's automated workflows allow you to create best practices for your agents for responding to common requests. This is helpful for ensuring a consistent experience for customers, and also to get new hires up to speed quickly. The workflow builder is a user-friendly, drag-and-drop interface. You can set up specific actions and outcomes, dependent on specified conditions.
Additionally, the platform provides other key features to support your customer support team. These include self-service resources, team collaboration tools, reporting, and integration with other business tools.
Zoho Desk Standout Features and Integrations
Features include ticket management, auto-tag tickets, sentiment analysis, Zia notifications, Zia dashboard, reply assistant, self-service tools, CRM integration, custom functions, SDKs, marketplace and platform, APIs, reports and dashboards, time tracking, multi-brand help center, domain mapping, and user and access management.
Integrations include Twilio, RingCentral, Amazon Connect, Ozonetel, Exotel, Knowlarity, Jive, sipgate, JustCall, ringover, and other software options.
Pros and cons
Pros:
- Integration with other Zoho apps
- Clean, intuitive interface that is easy to navigate
- Extensive customization options
Cons:
- Limited branding options for customer portals
- Limited reporting on lower tier plans
SysAid is a help desk software specifically made for IT teams. It supports ticket management, issue resolution, and asset management. The software also provides automation tools to help you streamline and standardize these various processes.
One of the things that stood out to me about this platform was its self-service automation capabilities. This includes automated password resets and one-click issue submissions. Essentially, employees can resolve frequently occurring IT issues on their own. This alleviates your IT staff's workload, freeing up their time for technical tasks.
While there is a cloud option for the system, it can also be implemented as an on-premise solution. Technical support and training is also provided to help onboard your team efficiently. In addition to IT support, the platform can be used by HR teams or healthcare providers.
SysAid Standout Features and Integrations
Features include task and ticket automation, automated escalation, self-service portal, knowledge base, drag-and-drop workflow builder, asset management, audit trails, project management, and problem management.
Integrations include Azure, Google Workspace, Jira, Microsoft Teams, Office 365, Onelogin SSO, Oomnitza, Slack, Worksafe App, and Zapier.
Pros and cons
Pros:
- Integrates with IT service management (ITSM)
- Includes task automation
- Easy to implement
Cons:
- Pricing not transparent
- Restricted customizations
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 and cons
Pros:
- Intuitive design and workflows
- Flexible pricing options
- No maintenance fees
Cons:
- Scripting can be overwhelming
- Limited research and report capabilities
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 and cons
Pros:
- Easy setup in less than 24 hours
- Little or no training required
- User-friendly interface
Cons:
- Needs more self-training tools
- Mobile application doesn’t have every functionality
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 and cons
Pros:
- Simple and configurable management
- Easy to learn
- Remote and on-premise options
Cons:
- Customizing views takes work
- Needs more self-service guidance
The Best Cloud Helpdesk Software Summary
| Tools | Price | |
|---|---|---|
| Zendesk | From $19/user/month (billed annually) | Website |
| Issuetrak | From $26/agent/month | Website |
| Salesforce Service Cloud | From $25/user/month (billed annually) | Website |
| Zoho Assist | From $12/month | Website |
| LiveAgent | From $9/user/month (billed annually) | Website |
| Zoho Desk | From $20/user/month | Website |
| SysAid | $1,211 for 500 assets | Website |
| NinjaOne (formerly NinjaRMM) | Customized price upon request | Website |
| HappyFox | From $39/agent/month (min 5 agents) | Website |
| SolarWinds Service Desk | From $1,875 | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareOther Options
Here are a few more worthwhile options that didn’t make the best cloud helpdesk software list:
- Help Scout
Best for increasing agent productivity
- Deskpro Draft
Best for a cloud-based or on-premise helpdesk
- Bitrix24
Best for businesses that need a free helpdesk solution
- Spiceworks Cloud Help Desk
Best for server and website monitoring
- Genesys Cloud CX
Best for transforming the customer experience
- ManageEngine
Best for IT management and data security
- Front
Best for building better customer relationships
- Supportbench
Best for custom structure and scalability
- Freshdesk
Best for AI-powered customer support workflows
- Raiseaticket
Best for organizing cloud-based helpdesks
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.
How does cloud-based helpdesk software work?
Cloud-based helpdesk software utilizes external servers (the cloud) to store and manage customer-related or business data. With cloud access, your team can access all the necessary information over a web browser or internet-enabled device instead of dealing with the burden of self-hosting.
You should note that there is a technical difference between helpdesk software and customer support software. Most helpdesk software is primarily focused on internal staff operational support whereas customer support software is centered on customer relationship management (CRM). However, many companies are integrating both into one system or using the terms interchangeably.
What are the benefits of cloud helpdesk software?
Cloud helpdesk software makes the biggest difference when it comes to accessibility and security. You can expect access to the software any time, anywhere — unlike traditional helpdesks. You also get vendor-managed licensing and security. Your software company will be in charge of data security, maintenance, and automated backups — not your team.
A few other perks of cloud contact software include timely software updates, more collaboration tools, easy integration with other cloud-based applications, and customer support that helps you support your own customers.
What are the key features of cloud helpdesk software?
Some of the key features that ensure peak functionality from your cloud helpdesk software are scalability, omnichannel capabilities, automation, and pre-built templates and processes.
- Scalability makes it easy to add or remove the number of customer service desks you have to accommodate high and low volume days.
- Omnichannel support allows your team to communicate with customers in their preferred manner, including chat, video, and email.
- Automation allows you to eliminate busy work and unnecessary tasks with automatic processes, ensuring your team is more efficient.
- Templates and existing processes within the software mean you don’t have to create everything on your own.
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!