Email is a vital channel for communicating with customers. Research found that 62% of customers prefer email over other channels for customer service communication. However, while email is a popular channel for communication among customers, email management can be a long, tedious process for customer support teams. There are better solutions for handling customer support.
With a shared inbox, it can be difficult to establish who is responsible for a support query, leading to confusion and delays among customer support teams. Instead, you need email help desk software or an email ticketing system. These tools convert incoming customer emails into support tickets. These support tickets are easy to organize, assign, manage, and track.
With an email help desk solution, you can assign tickets to the right customer service team member, prioritize tickets based on urgency, manage overall ticket volume, and measure key performance indicators. Also, it will ensure that support requests don't get lost in an inbox.
In this article, I review the best email help desk software to help you deliver a multi-channel support system and a stellar customer support experience. Each review consists of a brief description, product screenshots, pros and cons, and pricing details to help you choose the best tool for your needs.
What is email help desk software?
Email help desk software is a customer support tool that enables businesses to manage and respond to customer inquiries via email. It helps organizations manage large volumes of customer inquiries efficiently and provides a structured framework for delivering timely and effective support.
These tools generally provides features such as ticket management, automated responses, collaboration tools, analytics and reporting, and customizable workflows, which help businesses streamline their email support operations and provide a better customer experience. Overall, email help desk software aims to streamline customer support operations by centralizing email communications, improving response times and resolution times, and enhancing the overall customer experience.
Email help desk software is used primarily by customer support teams, but also by a wide range of organizations and businesses that provide customer support or rely on email as a primary communication channel, such as IT departments, service-based businesses, nonprofit organizations and government agencies
Zendesk is help desk software that enables businesses to provide a consistent customer support experience across all channels, such as email, phone, social media, and chat.
Why I picked Zendesk: The best feature of Zendesk is its automated routing and escalation feature. The software automatically routes tickets to the appropriate support agent based on their expertise, which ensures that the right team member handles the query.
Also, the software is scalable and grows with your business. For example, if you currently use email to talk with your customers but want to add more support channels, Zendesk will come in handy. The best part is that your support agents can access all the conversations in one place.
Zendesk Standout Features and Integrations
Features include a knowledge base, answer bot, community, performance dashboard, net promoter score (NPS) survey, satisfaction prediction, CSAT rating, triggers, multi-tab interface, multiple language support with dynamic content, skills-based routing, help desk automation, agent collision detection, Zendesk SLA views, and automated ticket sharing.
Integrations include Harvest, Mailchimp, Salesforce, Slack, Haptik, Klaus, Nicereply, Kaizo, Survey, Botmind, and other software options.
- Modern and straightforward user interface
- Provides multiple customization options
- Easy to set up
- Analytics dashboard is difficult to navigate
- Limited customization options for the lower-tier plan
Zoho Desk is AI-enabled help desk software that helps users manage customer conversations over email, phone, chat, and social media.
Why I picked Zoho Desk: It has an intelligent virtual assistant called Zia, which automates several tasks. For example, it can categorize tickets, suggest solutions to queries, and predict customer satisfaction levels.
Zoho Desk also provides features for your support agents, managers, and customers. For example, self-service features such as Knowledge Base and Community help customers find answers themselves, while the reporting and analytics features help managers analyze the performance of the support agents.
Another great aspect of the software is that it natively integrates with other Zoho applications such as Zoho CRM, Zoho SalesIQ, Zoho Analytics, and more. This allows businesses to create a centralized hub for customer data and support and facilitates collaboration between different teams.
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.
- Clean, intuitive interface that is easy to navigate
- Extensive customization options
- Offers a wide range of features
- Learning curve on advanced features
- Limited reporting on lower tier plans
NinjaOne is a cloud-based help desk software with a centralized platform for managing IT organizations' customer support requests and inquiries.
Why I picked NinjaOne: The software acts as a single source of truth for all IT requirements. It combines ticket management and IT asset management tools in a single platform. It also includes remote monitoring and management features (RMM).
With it's intuitive UI and large selection of integrations, NinjaOne can streamline help desk processes for both IT teams and clients. And the software can be deployed quickly and easily without the need for complex installation and configuration processes.
NinjaOne Standout Features and Integrations
Features include device management, ITIL policy compliance, asset management, remote monitoring, asset tracking, application deployment, patch management, ticketing, remote access, service management, constant monitoring, and timely alerts.
Integrations include TeamViewer, Splashtop, Connectwise, SentinelOne, Bitdefender, Webroot, Malwarebytes, Okta, OneLogin, and other software options.
- Easy to use
- Scalable solution
- Provides various collaboration tools
- Reporting function could be improved
- Some users experienced false alerts
IssueTrak is an issue-tracking and project management tool that helps software development teams, IT departments, and customer support teams efficiently manage and resolve issues. It provides a centralized platform for collaboration, tracking, and prioritization.
Why I picked IssueTrak: The software automates issue workflows based on customizable rules and criteria. This feature eliminates repetitive tasks and frees up time so your team members can focus on more strategic tasks.
Additionally, IssueTrak offers advanced reporting and analytics capabilities that enable teams to track progress, measure performance, and gain valuable insights. For example, you can track which issues take the longest to resolve, which team members are the most productive, and which projects are falling behind schedule. Armed with this information, you can take corrective actions to improve the performance of agents.
These features make IssueTrack an all-in-one solution for project management, software development, and customer support teams.
IssueTrak Standout Features and Integrations
Features include issue management, branding and appearance, reporting, task management, knowledge management, issue forms, surveys, billing and invoices, identity management, asset management, web forms, and chat.
Integrations include Zapier, Webforms, Google Analytics, Gmail, LDAP, Active Directory Federation Services, Azure AD, OAuth 2.0 / OIDC, Microsoft 365, SendGrid, Salesforce, and Power Bi.
- Easy to use and flexible
- Offers several customizations
- Provides ticket templates
- Issue search feature is slow
- Interface isn't modern
Rescue helps businesses resolve end users' technical issues. Technicians can remotely connect to the end-user's device and solve any problems at the source.
Why I picked Rescue: One of the best features of Rescue is that it helps agents connect to inactive devices. Agents can access a computer system's information, such as operating system version and hardware configuration. And the scripting feature allows technicians to create and execute custom scripts to automate common support tasks.
Other notable features of the software include email ticketing, customizable email templates, and email notifications. Additionally, Rescue integrates with Microsoft Outlook and Gmail, allowing support technicians to manage customer requests directly from their email inboxes.
Rescue Standout Features and Integrations
Features include real-time monitoring and reporting, screen sharing, remote control, diagnostics, file transfer, unattended machine access, customization and branding, APIs and mobile SDK, scripting, agent collaboration, predefined support channels, agent and administrator management, mobile device configuration, and SDK for in-app support.
Integrations include ServiceNow, Salesforce + Lightning, Microsoft Dynamics, Zendesk, Freshdesk, Autotask, HappyFox, Agiloft, and other software options.
- Enables technicians to gain unattended access
- Technician console has a simple interface
- Provides end-to-end file sharing
- Complex navigation buttons
- Doesn’t offer multiple screen access
Gorgias is customer support software that helps ecommerce brands serve their customers efficiently and with more information.
Why I picked Gorgias: It integrates with various ecommerce platforms, such as Shopify, Magento, and BigCommerce, and automatically pulls order information and customer data. This enables support agents to get a complete view of the customer's purchase history. Also, agents can directly refund or edit orders from Gorgias so they won't have to go to the ecommerce platform.
Additionally, it provides ticket management tools that help users organize, prioritize, and solve support requests. Best of all, it integrates with social media channels and lets users respond to social media comments without leaving the Gorgias dashboard.
Gorgias Standout Features and Integrations
Features include ticket creation, ticket response, automated response, attachments/screencasts, ticket collaboration, customer/contact database, knowledge base, automation, notifications, tickets, and macros.
Integrations include Recharge, Postscript, Instagram, Facebook, Stonly, WhatsApp and other software options.
- Allows users to filter social media comments
- Simple onboarding
- 24/7 customer support
- Limited integrations
- Plans have ticket limits
HelpSpot is ticketing software that best serves businesses with complex support needs.
Why I picked HelpSpot: It helps businesses create their own custom fields, workflows, and rules, enabling them to tailor the platform to their specific requirements. For example, it provides email templates that can be tailored to a business's branding and style preferences. It also provides tools for managing customer data, such as custom tags and user fields, which you can use for customer segmentation.
In addition, HelpSpot offers time-tracking tools, which enable users to track time spent on email support. The reporting and analytics features help users track email volume, response times, and other key performance indicators to monitor support team performance and identify areas for improvement.
HelpSpot Standout Features and Integrations
Features include a shared inbox, knowledge base, reporting, a self-service portal, email management, contact forms, advanced search, batch operations, ticket interface, time tracking, merge tickets, volume reports, speed reports, comparison matrix, email reports, SLAs and automation rules, automatic assignment, recurring tickets, portal templates, and hosting.
Integrations include Chatra, Updown.io, AppFollow, SMS by Zapier, Code by Zapier, Jira Software Server, HubSpot, Email Parser by Zapier, Mailparser, Facebook Groups, and other software options.
- Easily changes ownership of tickets
- Easy reporting
- Self-hosting option available
- Workload reporting needs improvement
- Interface is not visually appealing
Jira Service Desk is IT service management software that gives customers and employees a self-service portal they can use to get help quickly.
Why I picked Jira Service Desk: A cool feature of Jira is that it uses natural language processing (NLP) to understand the intent of customer requests. Then, it automatically routes the request to the appropriate team or agent. This feature will help you deliver a personalized and efficient customer support experience.
Other notable features include customizable email notifications that organizations can use for customers and support agents, as well as email-based workflows that allow you to assign tickets to specific support agents, set due dates, and track ticket status.
Jira Service Desk Standout Features and Integrations
Features include request management, Service Level Agreements (SLAs), incident management, problem management, change management, asset management, knowledge management, self-service, reports and metrics, and REST API.
Integrations include Slack, Google Sheets, Salesforce, Trello, Typeform, Google Chat, Survicate, EvaluAgent, Simplesat, Ybug, and other software options.
- Powerful automation
- Natively integrates with other Atlassian products
- Provides detailed reporting and analytics tools
- Steep learning curve
- Limited email formatting options
TOPdesk is an IT Service Management (ITSM) and Facilities Management (FM) solution for medium and large-sized organizations.
Why I picked TOPdesk: The software offers change management features that help organizations to plan, implement, and track changes to their IT and facilities infrastructure in a controlled and structured manner. The platform provides a centralized location for all change requests and ensures that all changes are properly planned, documented, approved, and implemented.
It also offers a knowledge management system that enables users to search for and access information about common issues and solutions, reducing the need for support staff. Additionally, TOPdesk automatically categorizes service requests based on the content of the email, making it easier to route tickets to the appropriate support teams.
TOPdesk Standout Features and Integrations
Features include incident management, asset management, self-service portal, dashboard and reporting, knowledge base, and a sandbox environment.
Integrations include Tenjin, Dstny, Novadoc AI, Echo, Testersuite, QR Connect, Evidos, iFinder, Embrace Social, NIVO Identity Management Software, and other software options.
- Provides a wide range of integrations
- Customizable reporting features
- Easy to import data
- Complex implementation
- Limited mobile app functionality
Front is a popular email collaboration tool designed to centralize customer communication for teams that manage high volumes of email inquiries.
Why I picked Front: If you want to communicate with customers through a personal email address rather than a group email address, then Front is for you. It lets you connect email, SMS, and social media in a single inbox. Features like inboxes, message templates, canned responses, rules, and automation help support agents become more productive.
Front also lets users see the conversation history and customer context in one place. This feature gives agents a complete picture of previous interactions, which can help them provide more personalized and effective support. Front also offers collaboration features, such as comments and assignments, that allow teams to work together and ensure that customers receive timely and accurate responses.
Front Standout Features and Integrations
Features include multi-channel messaging, live chat, team collaboration, calendar and one-click meeting scheduling, basic automation, CRM integration, analytics, advanced workflows, smart rules, user and team management, onboarding and solution design, change management, security, and compliance.
Integrations include Zapier, Drift, Aircall, Zoom, Salesforce, Clearbit, JIRA, Shopify, Slack, Pagato, Dropbox, Guru, and other software options.
- Customizable email templates
- Integrated analytics and reporting tools
- Extensive collaboration features
- Higher priced compared to other tools
- Limited integrations
Best for creating an omnichannel customer experience
14-day free trial
|From $19/user/month (billed annually)||Website|
Best for collaborating and sharing information in real time
15-day free trial
NinjaOne (formerly NinjaRMM)
Best for help desk asset management
30-day free trial
|Customized price upon request||Website|
Best for issue tracking and management
Free demo available
Best for remote support and access capabilities
14-day free trial available
|Plans start at $108.25/month (billed annually)||Website|
Best for integrating with other ecommerce platforms
7-day free trial
Best for teams that need a wide range of customization options
21-day free trial available
|Plans start at $19/agent/month||Website|
Jira Service Desk
Best for connecting customer support, IT operations, and business teams
Freemium version + 7-day free trial available
|Plans start at $47/agent/month||Website|
Best for real-time data visualization
Personalized demo available
|Customized price upon request||Website|
Best for improving team collaboration and communication
7-day free trial + free demo
|From $19/user/month (billed annually)||Website|
Best for improving agent motivation and performance through gamification
Best for a robust ticket management system
- Vision Helpdesk
Best for centralizing customer conversations via email, web portal, Twitter, Facebook, phone, and chat
Best for an all-in-one marketing platform
Best for automating IT operations and service desk tasks
Best for cloud-based access with marketing automation
Best for asset management, change management, and problem management
Best for knowledge base management or self service features
- HappyFox Help Desk
Best for tracking customer feedback and sentiment
- Hubspot Service Hub
Best for integrating with the full HubSpot CRM platform
How I Selected The Best Email Help Desk Software
Perhaps you're wondering how I selected the best email help desk software for this list. To build this top 10 list, I evaluated and compared a wide range of email help desk software with positive user ratings.
After determining my long list of top choices, I further honed my list by using the selection criteria below to see how each platform stacked up against the next one. I also drew on my years of CX Lead experience to pinpoint the features that add a lot of value.
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best email help desk software for this article.
Usability is critical when selecting the best email help desk software because it directly affects the efficiency of managing customer support requests. A user-friendly email help desk software enables support agents to quickly and easily manage, categorize, and respond to customer inquiries.
While usability is essential, the best email help desk software will also offer unique and powerful features that set it apart from competitors. These features include automation capabilities, integrations with other tools, and advanced reporting and analytics capabilities.
Integrations with other software tools are essential for email help desk software because they allow support agents to access customer data easily. Integration with CRM systems, in particular, is critical for ensuring that support agents have access to a complete customer profile, including previous interactions, purchase history, and other relevant information.
Integration with other communication channels, such as social media and chat platforms, is essential for providing a seamless omnichannel customer experience.
Pricing is another important factor when selecting the best email help desk software. While evaluating the pricing models, one should look at the total cost, including any implementation fees or ongoing maintenance costs. However, remember that cost shouldn't be the only factor when deciding.
How does an email ticketing system work?
What are the key features of email help desk software?
How does email help desk software handle spam and junk emails?
What is the difference between a help desk system and ticketing software?
Other Help Desk Software Reviews
Are you looking for a different type of help desk software? You may want to check out these other top 10 lists as well:
- Help Desk Software: Reviewed & Compared
- Help Desk Software for Small Businesses
- Help Desk Knowledge Bases for Customer Service
- Online Help Desk Software
- Simple Help Desk Software for Ease of Use
- Internal Help Desk Software
- Enterprise Help Desk Software
- Cloud Help Desk Software
- Best Free Help Desk Software
Today’s customer expects more than a good product or service. They also want an excellent support experience, which can be an important factor in deciding whether they will purchase from you or not. Although there are several elements to a good customer support experience, online help desk software can be a handy tool.
I hope my review of the best email help desk software helped you in your search. If you’d like to read more about how to improve your customer experience, sign up for our newsletter.