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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Zendesk is a 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 Slack, Productboard, Mailchimp, Klaus, Dialpad, Harvestr, Textline, Trello, PandaDoc, and Jira.
- Automation capabilities for streamlining processes
- Quick implementation and affordable pricing
- User-friendly interface and easy task management
- Individual licenses required for adding new agents
- Limited customization options
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.
- Real-time communication with customers
- Easy to navigate
- Low barrier for entry
- 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.
- Integration with other Zoho apps
- Clean, intuitive interface that is easy to navigate
- Extensive customization options
- Limited branding options for customer portals
- Limited reporting on lower tier plans
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.
- Intuitive design and workflows
- Flexible pricing options
- No maintenance fees
- 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.
- Easy setup in less than 24 hours
- Little or no training required
- User-friendly interface
- 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.
- Simple and configurable management
- Easy to learn
- Remote and on-premise options
- Customizing views takes work
- Needs more self-service guidance
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.
- No-code help center builder
- Comprehensive resources and guides
- Intuitive UI structure
- Real-time chat is only for pro plans
- Limited reporting options
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.
- Excellent customer service
- Intuitive interface and navigability
- Dashboard information is comprehensive
- Limited CRM module
- Mobile notifications are inconsistent
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.
- Available for free
- Functions in 18 languages
- Easy data migration
- Helpdesk isn’t primary focus
- Can be complicated to add integrations
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.
- Free software and support
- Easy to set up
- Connects with all cloud tools
- Limited functionality
- Limited reports and customization
Best for centralized, omnichannel ticketing and customer data
14-day free trial
|From $19/user/month (billed annually)||Website|
Best for multi-channel, customer-focused care solutions
30-day free trial
|From $9/user/month (billed annually)||Website|
Best with an automated workflow builder
15-day free trial
NinjaOne (formerly NinjaRMM)
Best for single-pane IT management
30-day free trial
|Customized price upon request||Website|
Best for customer self-service
Free demo available
|From $39/agent/month (min 5 agents)||Website|
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||Website|
Best for increasing agent productivity
15-day free trial
Best for a cloud-based or on-premise helpdesk
Free trial is available
Best for businesses that need a free helpdesk solution
Free plan available
|From $49/month (5 users)||Website|
Spiceworks Cloud Help Desk
Best for server and website monitoring
|Forever free plan available||Website|
- Genesys Cloud CX
Best for transforming the customer experience
Best for building better customer relationships
Best for custom structure and scalability
Best for IT management and data security
Best for AI-powered customer support workflows
- Salesforce Service Cloud
Best for a unified agent experience on desktop and mobile
Best for organizing cloud-based helpdesks
Best for smartphone-era support and CRM integrations
Best for single-person operations and small businesses
Best for empowering agents and creating a positive work environment
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.
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:
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.
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.
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.
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.
What is cloud helpdesk software?
What are the benefits of cloud helpdesk software?
What are the key features of cloud helpdesk software?
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!