- 1. SysAid — Best enterprise help desk for internal IT services
- 2. Zoho Assist — Best enterprise help desk software for providing remote access support
- 3. LiveChat — Best enterprise help desk software for engaging customers in real time
- 4. Intercom — Best enterprise help desk software for customer engagement
- 5. Help Scout — Best enterprise help desk that’s easy to use
- 6. Kustomer — Best enterprise help desk for ecommerce businesses
- 7. TeamSupport — Best enterprise help desk software for B2B businesses
- 8. Sprinklr Service — Best enterprise help desk software for built-in analytics features
- 9. Gladly — Best enterprise help desk software for omnichannel support
- 10. HelpDesk — Best enterprise help desk software with an interactive interface
I know that buying an enterprise-level helpdesk solution is no small undertaking. Most companies at this stage not only need to consider licensing, features, and installation but also secure migration from whatever toolkit you’re already using at your company.
Every business is different, so I’ve summarized a range of helpdesk tools best suited to enterprises due to their advanced feature sets and integrations that make them more useful in large companies with more complex customer support systems.
SysAid is a help desk software designed for IT teams and suitable for enterprise businesses. Its automation capabilities help your team manage tickets, resolve issues, and handle assets effectively and consistently.
Why I picked SysAid: This platform offers all the necessary features for your IT team to manage their incoming support requests. But what really stands out about it is its self-serve automation capabilities. Employees can use the self-serve options to reset passwords and submit issues in just one click. This alleviates the workload of your IT support staff by enabling team members to resolve common issues independently.
While the software is designed with IT teams in mind, it's also an effective solution for HR and healthcare use cases. You can opt to implement it either as a cloud-based or on-premise solution, depending on the needs of your team and business. While the platform is uncomplicated and easy to navigate, technical support and training is also provided by the customer service team.
SysAid Standout Features and Integrations
Features include the built-in asset management, which lets you cross-references tickets, users, and assets. Remote control capabilities are also included to allow IT staff to troubleshoot issues by accessing devices from afar. Finally, the platform is codeless, making for a simplified setup and a user-friendly experience.
Integrations include Azure, ADFS, Bomgar, CAS, Jira Software – Cloud Service, Microsoft Teams, Nagios, Office 365, and Okta.
- Easy to implement
- Includes task automation
- Integrates with IT service management (ITSM)
- Pricing not transparent
- Restricted customizations
Zoho Assist is a customer support software that allows users to provide customer support through remote access sessions. It's compatible with other Zoho products.
Why I picked Zoho Assist: Security is a top priority, and the software is GDPR, HIPAA, PCI, and CJIR compliant and has SSL 256-bit AES encryption. Enterprise businesses can rest assured that they're meeting security parameters while providing support to customers or employees through both on-demand and unattended remote access sessions. Unattended remote access allows for pushing updates, diagnosing issues, and rebooting devices even if a customer or team member isn't at their computer.
Live chat, video, and voice calls are all supported to facilitate communication between support reps and customers. You can exchange files as needed, and remote billing is included. Sessions can be recorded for auditing, record-keeping, and training purposes. Organizational management is also included so the right people have the right access permissions in the platform.
Zoho Assist Standout Features and Integrations
Features include a service queue and session scheduling. This helps you manage incoming support requests and address high-priority needs first. The software helps you automate how you handle issues, speeding up your processes and giving you more time to focus on high-impact work.
Integrations include the Zoho product suite, Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.
- On-demand and unattended remote access
- Ability to deploy bulk updates
- High-level security (multi-factor authentication, conditional access)
- Some features may require coding knowledge
- Might not be ideal for non-Zoho users
LiveChat is a cloud-based live chat software used by 37,000+ customers worldwide. Its advanced ticketing and live chat functionalities make it an ideal solution for large companies.
Why I picked LiveChat: If you want to engage your customers in real-time and provide personalized assistance, then Live Chat may be for you. With LiveChat, you can assist customers in real-time and send personalized messages to customers based on their behavior and actions on the website. The targeted messages feature helps users create customized messages triggered by specific events, such as when a customer adds a product to their cart.
In addition, users get access to a wide range of chat widget customizations, such as white labeling and changing the widget's location on the website. Also, it supports more than 50 languages, including English, Spanish, French, German, Chinese, Japanese, and many others.
LiveChat Standout Features and Integrations
Features include easy integration with popular third-party tools like CRM and email marketing platforms, advanced reporting and analytics capabilities, customizable chatbots for automating customer interactions, and team management tools for monitoring performance and managing agent roles and permissions.
Integrations include Twitter, WhatsApp Business, Message Translator, Zoom, Clearbit, Super Agent, Stripe, Facebook Messenger, Google Analytics, and Mailchimp. You can also connect LiveChat to a paid Zapier account to unlock additional integrations.
- Advanced reporting features
- Allows direct canned response creation
- 200+ integrations
- No free plan
- Limited security features
Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and targeted communications.
Why I picked Intercom: One cool feature of Intercom is its 'Smart Campaigns' feature, which uses customer behavior data to automatically send targeted messages and promotions to customers at the right time and in the right context, increasing engagement and revenue.
Another useful feature is the 'Custom Bots' feature, which allows businesses to create and automate custom chatbots that can handle common customer queries and tasks, saving time and improving efficiency in customer support.
Intercom Standout Features and Integrations
Features include customizable chat widgets, in-app messaging, and mobile messaging capabilities to meet customers where they are. It also provides powerful data analytics and segmentation tools to help businesses better understand and engage with customers.
Integrations include Salesforce, Jira Cloud, WhatsApp, Instagram, Google Calendar, HubSpot, Calendly, Google Analytics, Clearbit, Outlook Calendar, and other software options. Intercom also offers APIs that you can use to build your apps.
- Powerful data analytics tools
- Integrates with popular business software
- Offers customizable chat widgets
- Steep learning curve
- No free plans
Help Scout is a cloud-based service desk software with a centralized platform to manage customer conversations. It has an intuitive and easy-to-navigate interface, which makes it one of the easiest to use help desk software.
Why I picked Help Scout: The feature I liked the most is the shared inbox, a collaborative workspace that allows teams to manage customer support inquiries from a single inbox. All support agents can access customers' email, chat, and phone conversations in the shared inbox.
The collision detector feature prevents confusion and chaos. It alerts team members when someone else is viewing or replying to a customer request, preventing multiple agents from responding to the same customer at the same time. Team members can also collaborate on customer requests by adding notes, comments, or assigning tasks.
Another great thing is that the shared inbox provides detailed reporting and analytics, which enables managers to track performance metrics such as response time, resolution time, etc.
Help Scout Standout Features and Integrations
Features include its focus on simplicity and ease of use. The intuitive interface and workflows make it easy for teams to get up and running quickly without requiring extensive training or technical expertise.
Integrations are available with 100+ tools, such as HubSpot, Jira, Salesforce, Slack, Shopify, Google Apps, Pipedrive, WooCommerce, KISSmetrics, and Zapier.
- Easy to learn and use
- Good reporting features
- Live and archived webinars
- No SLA management
- No Information Technology Infrastructure Library (ITIL) compliance
Kustomer helps businesses manage customer interactions across multiple channels, including email, phone, chat, social media, and messaging apps. It provides advanced features and capabilities tailored specifically for the ecommerce industry, such as order and shipment tracking, returns management, customizable views, automated workflows, unified customer profiles, and integrations with a wide range of ecommerce third-party tools.
Why I picked Kustomer: Kustomer helps businesses provide proactive customer support. One of the key features of Kustomer is its unified customer profile, which aggregates data from multiple sources to provide a complete view of the customer. This enables customer service reps to see a customer's purchase history, order status, and previous interactions with the business, allowing them to provide personalized and proactive support.
It also uses artificial intelligence (AI) to automate routine tasks and provide insights that help businesses identify and address customer issues before they become major problems. For example, it can identify potential issues such as delayed shipments or lost packages so customer service reps can proactively reach out to customers and offer solutions.
Kustomer Standout Features and Integrations
Features include a range of time-saving tools, such as automated workflows, which allow businesses to create custom rules and triggers that automate routine tasks such as tagging, routing, and prioritizing tickets. Another tool is the chatbot feature, which enables businesses to provide automated and contextually relevant answers to frequently asked questions.
Integrations are available with major business tools, such as Dialpad, Facebook, Chargify, BigCommerce, Five9, Gmail, Instagram, Jira, Klaus, and Klaviyo.
- Offers auto-translation feature
- Provides advanced automation features
- Steep learning curve
- Limited customizations
TeamSupport is a help desk software designed specifically for B2B businesses, offering robust features such as collaborative customer support, centralized ticket management, and a customer and contacts database.
Why I picked TeamSupport: TeamSupport focuses on meeting the needs of B2B businesses, with features like customer and contacts database, product and inventory management, and integrations with popular CRM systems.
It also generates a Customer Distress Index (CDI), a proprietary metric that helps support teams identify and prioritize customers who need urgent attention, enabling proactive support and customer retention.
Another great feature is the visual support suite, which lets customers upload screenshots or videos directly within a support ticket, enabling more accurate issue reporting and faster problem resolution.
TeamSupport Standout Features and Integrations
Features include a comprehensive customer and contacts database, customizable ticket management workflows, customer portals, robust reporting and analytics, a self-service portal, CRM integrations, and unique features such as the Customer Distress Index (CDI) for prioritizing customer needs.
Integrations include Salesforce CRM, Microsoft Teams, Jira, HubSpot CRM, Slack, Ring Central, Mailchimp, Basecamp, Help Scout, Zendesk, and other software options.
- Robust reporting and analytics
- Offers customer portals for self-service
- Enables customizable ticket management
- Limited integrations
- Limited mobile app functionality
Sprinklr Service is an enterprise-level support software designed to manage customer interactions across multiple channels, providing advanced automation, collaboration, and analytics capabilities to enhance customer service operations and improve customer satisfaction.
Why I picked Sprinklr Service: The platform includes a variety of built-in analytics tools, including sentiment analysis, response time tracking, and engagement metrics, as well as the ability to create custom reports and visualizations. Sprinklr Service also offers advanced analytics capabilities, such as predictive analytics and machine learning, to help organizations identify patterns and trends in their customer service data and make data-driven decisions to optimize their operations.
Overall, the analytics features of Sprinklr Service are robust, flexible, and designed to provide organizations with the insights they need to continuously improve their customer service operations and enhance customer satisfaction.
Sprinklr Service Standout Features and Integrations
Features include CSAT prediction, which uses machine learning to predict customer satisfaction ratings, and guided workflows, which help agents resolve customer issues more efficiently. Another great option is IVR deflection, which uses interactive voice response to direct customers to self-service options and reduces agent workload.
Integrations include Adobe Analytics, Bitly, Coveo, Freshsales, Google Analytics, IBM Watson, Mailchimp, Microsoft Dynamics 365, Salesforce CRM, Slack, and other software options. Sprinklr Service offers APIs (Application Programming Interfaces) that allow organizations to integrate the software with other applications and systems.
- Advanced automation and collaboration tools
- Customizable workflows and knowledge base
- Robust analytics and reporting capabilities
- Limited pricing options
- Steep learning curve
Gladly is a help desk management platform that provides a 360-degree view of each customer's interactions, enabling personalized support. It offers a unified communication system and contextual information to help agents tailor interactions, making it the best enterprise help desk software for providing personalized support.
Why I picked Gladly: Gladly offers several help desk features that help provide personalized support, including a unified customer timeline and customer insights that provide data into customer behavior, preferences, and sentiment, enabling agents to tailor their interactions and provide more personalized support.
Gladly also integrates with other business systems, providing agents contextual information about each customer, such as order history or account information.
Gladly Standout Features and Integrations
Features include built-in voice support that allows customers to communicate with customer service agents through voice calls. People Match is another powerful feature that uses natural language processing to automatically match customers with the best available agent based on their previous interactions.
Integrations include Shopify, Magento, Stella Connect, BigCommerce, Klaviyo, Facebook Messenger, Simplr, Twitter, Qualtrics, Swell, and other software options.
- AI-powered automation
- Built-in voice support
- Offers flexibility and customizations
- No free plan
- Limited integrations
HelpDesk is a cloud-based ticketing system that helps businesses of all sizes manage their customer interactions and support requests. Features like drag-and-drop ticket assignment, canned responses, and customizable ticket views make HelpDesk an interactive and easy-to-use software.
Why I picked HelpDesk: HelpDesk offers workflow automation features such as automated ticket assignment and routing, canned responses, and chatbots that can handle routine inquiries. These features help businesses improve their customer support operations by reducing response times, increasing efficiency, and freeing agents' time to focus on more complex issues. By automating routine tasks, businesses can save time, reduce errors, and improve customer experiences.
HelpDesk Standout Features and Integrations
Features include customizable reporting that provides insights into customer satisfaction, team performance, and ticket resolution times. Collaboration tools, such as internal notes, tags, and @mentions, enable team members to work together and solve customer inquiries faster.
Integrations include LiveChat, Chatbot, Shopify, Zapier, Jira, HubSpot, Salesforce, GitHub, WordPress, and Elementor. You can also connect HelpDesk to a paid Zapier account to unlock additional integrations.
- Centralized customer support platform
- Automations saves time
- Easy to use
- No free plan
- Limited integrations
Best enterprise help desk for internal IT services
30-day free trial
|Pricing upon request||Visit Website|
Best enterprise help desk software for providing remote access support
15-day free trial available
|From $12/month||Visit Website|
Best enterprise help desk software for engaging customers in real time
14-day free trial
|From $49/agent/month||Visit Website|
Best enterprise help desk software for customer engagement
14-day free trial
|From $74/month (billed annually)||Visit Website|
Best enterprise help desk that’s easy to use
15-day free trial
|From $20/user/month||Visit Website|
Best enterprise help desk for ecommerce businesses
14-day free trial
|From $89/user/month||Visit Website|
Best enterprise help desk software for B2B businesses
14-day free trial
|From $50/user/month||Visit Website|
Best enterprise help desk software for built-in analytics features
90-day free trial
|From $249/user/month (billed annually)||Visit Website|
Best enterprise help desk software for omnichannel support
Free demo available
|From $150/user/month (billed annually, 10 user min)||Visit Website|
Best enterprise help desk software with an interactive interface
14-day free trial
|From $34/agent/month||Visit Website|
Best enterprise help desk software for IT service management
Best enterprise help desk software for remote support teams
Best enterprise help desk software for Google Workspace users
Best enterprise help desk software for ticket management
- Mojo Helpdesk
Best for ticket tracking
Best for quick and easy implementation
- Jira Service Management
Best for managing high-volume customer requests
- Salesforce Service Cloud
Best for reporting and analytics features
- Zoho Desk
Best for improving agent productivity
- ServiceNow Customer Service Management
Best for intelligent agent routing
How I Selected the Best Enterprise Help Desk Software
I've personally tested and extensively researched various enterprise help desk software tools, considering specific criteria to determine the best options. After evaluating numerous tools, these are my top recommendations based on their performance, features, and suitability for enterprise use.
Here's a summary of the selection criteria I used:
When selecting the best enterprise help desk tools, I considered the following core functionalities that the tools should enable you to perform:
- Efficiently manage and track support tickets throughout their lifecycle.
- Build a knowledge base to provide self-service options for users.
- Offer support across multiple communication channels.
- Automate repetitive tasks and establish workflows.
Here are the key features that enterprise help desk software should offer:
- Ticket management: This feature helps users efficiently create, assign, and track support tickets throughout their lifecycle, ensuring timely resolution and smooth ticket handling.
- Multi-channel support: Since enterprises typically provide multi-channel support, the best help desk software should offer support across various communication channels such as email, phone, live chat, and social media, providing an omnichannel experience for customers.
- Automation and workflow: The software should be able to automate repetitive tasks, establish workflows, and trigger actions based on predefined rules, improving efficiency and reducing manual effort.
- Reporting and analytics: It should generate reports that will help you gain insights into support team performance, customer satisfaction, and ticket resolution times, enabling data-driven decision-making and process improvements.
A user-friendly interface reduces the learning curve and enables users to quickly find the desired features and functionalities. Hence, I prioritized tools with a clean, well-organized interface that is easy to navigate, with intuitive menus, buttons, and controls.
The enterprise help desk software should also provide interactive ticket management features, such as drag-and-drop capabilities for quick ticket assignment and prioritization. It should enable users to easily update ticket status, add comments, and view ticket history.
I preferred enterprise help desk software that integrates with Customer Relationship Management (CRM) systems, communication and collaboration tools, social media platforms, and ecommerce platforms.
The pricing of enterprise help desk software can vary depending on various factors, such as the features, functionality, scalability, and the vendor itself. Enterprise help desk software is typically priced on a per-agent or per-user basis.
When considering the pricing, I chose software that provided the most value for money. When choosing the software, you should carefully evaluate the features, scalability, support, and overall value offered by the software, ensuring it aligns with your organization's requirements and budget.
What is enterprise help desk software?
What are the benefits of enterprise help desk 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
- Email Help Desk Software
- Cloud Help Desk Software
- Best Free Help Desk Software
An enterprise help desk is a unified platform for all support requests and needs. It encourages collaboration among service representatives and aids in timely response to support inquiries. In fact, according to the HubSpot Annual State of Service Report, 60% of high-growth customer support teams use help desk software.
I hope this article helped you in your search for the best enterprise help desk software. If you’d like to receive the latest insights from top thinkers in customer experience, remember to subscribe to The CX Lead Newsletter.