Best Email Help Desk Software Shortlist
Here are the top 10 email help desk software I’d like to highlight out of the 20 I cover in this article:
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Email is a vital channel for communicating with customers. Research found that 62% of customers prefer email for customer service communication. However, while email is a popular channel for communication among customers, 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.
Instead, you need email help desk software or an email ticketing system. It converts incoming support emails from customers into tickets. These tickets are easy to organize, assign, manage, and track.
With email help desk software, you can assign tickets to the right team member, prioritize tickets based on urgency, 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 helpdesk software to help you deliver 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.
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.
If you have general questions about email help desk software or how to pick the best email help desk software for your organization, take a look at our frequently asked questions section below. Or, you can skip directly to my detailed software summaries if that's what you need the most.
Selection Criteria
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
Usability is critical when selecting 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.
Standout Features
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.
Software Integrations:
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:
Pricing is another important factor when selecting 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.
Overviews of the 20 Best Email Help Desk Software
You can use the simple overviews of each tool below to understand how each tool stands out from other email help desk software.
LiveAgent
Best for improving agent motivation and performance through gamification
LiveAgent is customer support software that will consolidate all your customer support channels into a ‘universal’ inbox.
Why I picked LiveAgent: The platform provides gamification features, which are designed to motivate and engage support agents by turning their daily tasks into a game. This feature uses a points-based system to track performance metrics, such as response time and customer satisfaction. It rewards agents with badges and rankings based on their performance.
It connects with your social media, phone, email, and knowledge base and organizes incoming messages into a unified, easy-to-use interface. It also offers a native live chat feature that you can customize to your brand’s look and feel. One unique aspect of the live chat is its proactive chat feature, which allows agents to reach out to customers and offer assistance before they initiate a chat themselves.
LiveAgent Standout Features and Integrations
Features include ticketing system, live chat features, call center features, social media help desk features, customer service reporting, gamification in customer service, customer portal features, mobile desk apps, help desk security, web contact cards, and integrations.
Integrations include Monema, Adiptel, Feederloop, Everhour, Sangoma, Zoiper, Linphone, OneTone, Equada, Telnyx, and other software options.
Pros
- Easy to use
- Good customer support
- Customizable and intuitive interface
Cons
- Occasional glitches and bugs
- Limited analytics and reporting capabilities
NinjaOne (formerly NinjaRMM)
Best for help desk asset management
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.
Pros
- Provides various collaboration tools
- Scalable solution
- Easy to use
Cons
- Some users experienced false alerts
- Reporting function could be improved
Issuetrak
Best for issue tracking and management
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.
Pros
- Easy to use and flexible
- Provides ticket templates
- Offers several customizations
Cons
- Interface isn't modern
- Issue search feature is slow
Rescue
Best for remote support and access capabilities
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.
Pros
- Enables technicians to gain unattended access
- Provides end-to-end file sharing
- Technician console has a simple interface
Cons
- Doesn’t offer multiple screen access
- Complex navigation buttons
Gorgias
Best for integrating with other ecommerce platforms
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.
Pros
- 24/7 customer support
- Simple onboarding
- Allows users to filter social media comments
Cons
- Plans have ticket limits
- Limited integrations
Jira Service Desk
Best for connecting customer support, IT operations, and business teams
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.
Pros
- Provides detailed reporting and analytics tools
- Natively integrates with other Atlassian products
- Powerful automation
Cons
- Limited email formatting options
- Steep learning curve
TOPdesk
Best for real-time data visualization
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.
Pros
- Easy to import data
- Customizable reporting features
- Provides a wide range of integrations
Cons
- Limited mobile app functionality
- Complex implementation
Zoho Desk
Best for collaborating and sharing information in real time
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.
Pros
- Tagging feature ensures relevant members see messages
- Allows restoring of deleted tickets
- Allows managers to monitor team communication
Cons
- Challenging UI
- Page loading is slow
Front
Best for improving team collaboration and communication
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.
Pros
- Extensive collaboration features
- Integrated analytics and reporting tools
- Customizable email templates
Cons
- Limited integrations
- Higher priced compared to other tools
HelpSpot
Best for teams that need a wide range of customization options
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.
Pros
- Self-hosting option available
- Easy reporting
- Easily changes ownership of tickets
Cons
- Interface is not visually appealing
- Workload reporting needs improvement
The Best Email Help Desk Software Summary
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | LiveAgent Best for improving agent motivation and performance through gamification | 30-day free trial | From $15/agent/month | Visit Website |
2 | NinjaOne (formerly NinjaRMM) Best for help desk asset management | 30-day free trial | Customized price upon request | Visit Website |
3 | Issuetrak Best for issue tracking and management | Free demo available | Plans start at $59/user/month | Visit Website |
4 | Rescue Best for remote support and access capabilities | 14-day free trial available | Plans start at $108.25/month (billed annually) | Visit Website |
5 | Gorgias Best for integrating with other ecommerce platforms | 7-day free trial | From $10/month | Visit Website |
6 | 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 | Visit Website |
7 | TOPdesk Best for real-time data visualization | Personalized demo available | Customized price upon request | Visit Website |
8 | Zoho Desk Best for collaborating and sharing information in real time | Freemium version + 15-day free trial of paid plans available | Plans start at $7/month | Visit Website |
9 | Front Best for improving team collaboration and communication | Free trial available | From $19/user/month | Visit Website |
10 | HelpSpot Best for teams that need a wide range of customization options | 21-day free trial available | Plans start at $19/agent/month | Visit Website |
Other Options
Here are a few more options that didn’t make the best email helpdesk software list:
- Zendesk
Best for creating an omnichannel customer experience
- Freshdesk
Best for a robust ticket management system
- HaloITSM
Best for asset management, change management, and problem management
- SysAid
Best for automating IT operations and service desk tasks
- Vision Helpdesk
Best for centralizing customer conversations via email, web portal, Twitter, Facebook, phone, and chat
- EngageBay
Best for an all-in-one marketing platform
- GreenRope
Best for cloud-based access with marketing automation
- Froged
Best for knowledge base management or self service features
- Hubspot Service Hub
Best for integrating with the full HubSpot CRM platform
- HappyFox Help Desk
Best for tracking customer feedback and sentiment
People Also Ask
What is email help desk software?
How does an email ticketing system work?
What are the key features of email help desk software?
What other help desk software should I use?
Conclusion
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.