20 Best Help Desk Software For Small Business In 2025
10 Best Help Desk Software for Small Business Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Running a small business often means wearing many hats, especially when it comes to customer support. You want to keep your customers happy, but managing inquiries can be overwhelming. That's where help desk software comes in, offering a lifeline to your team by organizing and prioritizing tasks.
In my experience as a software reviewer, I've seen how the right tools can transform your customer experience efforts. I'll share the top help desk software options that I believe can make a real difference for your business.
You'll find insights into features, pricing, and what makes each tool unique. This guide aims to help you choose the right solution to ease your support challenges and boost your team's efficiency.
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The Best Help Desk Software For Small Business Summary
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for AI-driven support automation | 14-day free trial + free plan available | From $15/user/month (billed annually) | Website | |
| 2 | Best for fast, no-training setup | Free plan available | From $25/user/month (billed annually) | Website | |
| 3 | Best for tracking and managing support queries | Free trial available | From $26/seat/month (3 seat minimum) | Website | |
| 4 | Best small business help desk software for live visitor tracking | 7-day free trial + free plan available | From $25/user/month | Website | |
| 5 | Best small business help desk software for multi-channel ticket support | 15-day free trial | From $7/user/month (billed annually) | Website | |
| 6 | Best small business help desk for providing remote access support | 15-day free trial available | From $12/month | Website | |
| 7 | Best for internal communication and collaboration | 14-day free trial | From $25/user/month (billed annually, minimum 10 seats) | Website | |
| 8 | Best for centralized customer request management | 21-day free trial + free demo available | From $12/user/month (billed annually) | Website | |
| 9 | Best for connecting your knowledge base | 30-day free trial | From $18/user/month | Website | |
| 10 | Best AI-powered help desk software for scaling businesses | 14-day free trial | From $49/user/month | Website |
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Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
CRM Creatio
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
monday service
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.6
Overviews of the 20 Best Help Desk Software for Small Business
Here’s a brief description of each help desk software for small business, showcasing each tool’s best use case, their noteworthy features, and some pros and cons. I’ve also included screenshots to give you a snapshot of their user interface.
Freshdesk is a cloud-based customer support software that offers businesses a platform for handling customer service interactions.
Why I picked Freshdesk: Freshdesk assists small businesses with help desk software by providing a centralized system to manage customer service and support. It includes ticketing, automation, and reporting features that help organize and address customer inquiries efficiently.
Freshdesk also integrates with AI, live chat, and solutions for IT and business team management, CRM, and marketing automation, aiming to provide a consistent experience across all communication channels. The platform additionally uses AI to automate repetitive tasks, such as sorting and routing tickets, sending acknowledgment emails, and suggesting solutions to common problems.
Freshdesk Standout Features and Integrations
Features include a self-service portal, collaboration tools, analytics and reporting tools, a full customer service suite that includes AI-powered conversations, and personalized customer support capabilities.
Integrations include WhatsApp, Slack, Shopify, Salesforce, Mailchimp, Microsoft Teams, and other tools from the Freshworks suite, such as Freshchat, Freshservice, Freshmarketer, and Freshsales.
Pros and cons
Pros:
- Designed to scale with growing businesses
- Offers continuous development of new features
- Easy-to-use interface
- Provides customizable features
- Easy-to-use interface
Cons:
- Limited flexibility for creating custom reports
- Pricing structure can be confusing
Hiver is a modern AI-powered help desk software designed to make small teams more efficient and powerful. It has the look and feel of your email inbox, with a panel on the left to manage all support channels, like email, live chat, WhatsApp, voice, SMS, and social media. Since the interface is so familiar to most of us, you have to spend no time learning a new tool from scratch.
Why I picked Hiver: For small businesses, Hiver is a great fit because it balances power with simplicity. Its pricing is transparent and affordable, so you don’t have to worry about unexpected add-ons or hidden costs. All of Hiver’s AI features are available in a simple add-on, giving lean teams the ability to punch above their weight. Since the platform mirrors the look and feel of your email inbox, and there’s virtually no learning curve, you save time on onboarding and avoid training costs altogether. Small teams can start resolving customer queries faster, without stretching budgets or resources.
Hiver Standout Features and Integrations
Features include workflow automations and SLA management, ensuring tickets are routed to the right agents, escalated when needed, and resolved on time. The knowledge base and customer portal allow customers to solve their own problems instantly. All of this is enhanced by Hiver’s AI features. AI Copilot suggests and refines responses in real time, AI Agents handle repetitive tasks like follow-ups and closures, and AI Insights helps you spot bottlenecks and areas for improvement.
Integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, WhatsApp, and Zapier and 100+ other platforms.
Pros and cons
Pros:
- Strong internal collaboration features
- Customer support from real humans available 24/7 via chat or email, across all plans (including free one)
- AI-features embedded at all stages of customer support journey
Cons:
- Mobile experience isn’t as strong as the desktop one
- Compared to some other platforms, Hiver offers fewer third party integrations
New Product Updates from Hiver
Hiver's Layout Settings, Outlook Import, and Conversation Downloads
Hiver's updates boost your email workflow with a new side-by-side interface, Outlook data import, and one-click conversation downloads for offline access. Visit Hiver’s official site for more information.
for more information.
monday Service is a product from monday.com that enhances various service-related workflows for businesses. It offers out-of-the-box solutions for ticket management, multi-channel support, AI and automation tools, service catalogs, and employee lifecycle management.
Why I picked monday Service: monday Service allows businesses to track and manage support queries seamlessly, resolve issues effectively, and analyze ticket metrics to ensure high-quality service delivery. Furthermore, monday Service offers a centralized hub for handling requests, status updates, and support resources, which is vital for maintaining organization and clarity in small business environments.
The software's intuitive IT service desk template supports managing IT requests, changes, problems, and incidents using a user-friendly ticketing system and IT Service Management (ITSM) tools, making it easier for small businesses to address their organizational needs efficiently. Additionally, monday service is known for its customizable workflows, powerful reporting and analytics features, and integration capabilities with other tools, further contributing to its effectiveness as a help desk solution for small business users.
monday Service Standout Features and Integrations
Features include visual tracking boards with customizable workflows, automation triggers to prioritize urgent tickets, SLA tracking, customer satisfaction surveys, in-depth reporting tools, visual dashboards, and custom automation recipes to create advanced workflows.
Integrations include Microsoft Teams, Microsoft Outlook, Slack, DocuSign, Gmail, and Azure DevOps.
Pros and cons
Pros:
- Mobile app available
- Comprehensive customer support
- Customizable workflows
Cons:
- Complex onboarding
- Limited advanced help desk-specific features
New Product Updates from monday service
AI Copilot Enhances Ticket Resolution
The Monday service update introduces an AI copilot to auto-resolve tickets by responding to routine requests using past resolutions, with user-controlled confidence levels. For more details, visit monday.com/whats-new.
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Tidio
Best small business help desk software for live visitor tracking
Tidio is a help desk software that uses live chat + AI chatbots to help small businesses communicate with customers.
Why I picked Tidio: Tidio helps small businesses to improve time management by automating the more repetitive tasks associated with customer support. Email integration, automated message triggers, and AI chatbots can answer customer questions and even upsell related products and services. You can establish canned responses to the most common queries to make sure that customers receive a speedy response. Chatbots can also guide customers to your knowledge base to find additional information.
Tidio’s ticket management system makes it easy to create, assign, and track tickets from a central location, where you can view which tickets have been resolved, and which still need to be addressed. Reporting tools track team performance, providing insight into satisfaction ratings, average response times, and chat volume. Live visitor analytics share which pages have the highest traffic, as well as data like customer location.
Tidio Standout Features and Integrations
Features include CRM integration, chatbots, customer management, dashboards, knowledge base, live chat, real-time alerts, and social media integration.
Integrations include BigCommerce, Facebook Messanger, Google Analytics, Hubspot, Instagram, Joomla, Magento, Mailchimp, Pipedrive, PrestaShop, Shopify, Squarespace, Wix, WooCommerce, WordPress, and Zendesk. Further integrations are available by connecting a paid Zapier account.
Pros and cons
Pros:
- Easy setup
- Speedy customer support
- Highly customizable
Cons:
- No WhatsApp integration
- Chat works better on desktop than mobile
Best small business help desk software for multi-channel ticket support
Zoho Desk is a help desk software for small business that takes an omnichannel approach to addressing customer concerns.
Why I picked Zoho Desk: Zoho Desk empowers support teams to understand the full picture when addressing customer concerns. By providing context to each ticket (and even a helpful “peek” feature that lets agents view history at a glance), support agents can stay organized and productive.
Zoho Desk’s omnichannel ticketing system gathers all the support tickets from every channel (email, social media, live chat, telephony, and webform) into a single interface. Team members can reply faster and provide a higher service level to customers, reaching a resolution that takes customer history into account. You can also set up assignment rules to determine how tickets are routed for greater efficiency.
Zoho Desk Standout Features and Integrations
Features include API, CRM integration, analytics, call integration, batch permissions and access, calendar management, call tracking, live chat, and data visualization.
Integrations include the other tools in Zoho’s suite (Analytics, Assist, CRM, and SalesIQ), as well as third party platforms like Duocom, Google Workspace, Jira, Mailchimp, Microsoft Teams, Salesforce, Slack, and Twilio.
Pros and cons
Pros:
- Customizable ticketing system
- Multichannel capabilities
- Detailed dashboard provides context
Cons:
- Steep learning curve
- Limited customization on some web forms
Best small business help desk for providing remote access support
Zoho Assist is a remote access support software that lets you provide assistance to customers from a distance by accessing their devices.
Why I picked Zoho Assist: Your customer success team can provide real-time support to clients and customers via remote access to their devices with this help desk platform. For small businesses with digital products, this can be an especially helpful means of providing customer support.
Support staff can access devices remotely whether the customer is with their device or not. This means you can push updates, diagnose issues, and enable reboots through unattended remote access. Meanwhile, on-demand remote access allows you to provide live assistance with live chat, video, or voice calling.
Zoho Assist Standout Features & Integrations
Features include the high level of security offered by the platform. 256-bit encryption keeps communications secure, and the action log viewer lets you keep track of events in the system. Inactive sessions will time out automatically, too. Another helpful feature is secure file sharing, which lets support reps and customers exchange documents as needed.
Integrations include the Zoho product suite, Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.
Pros and cons
Pros:
- Custom branding and user management
- Ability to deploy bulk updates
- High-level security (SSL, 256-bit AES encryption, 2FA)
Cons:
- May not be the best choice for non-digital products
- Some features may require coding knowledge
Front is a customer service platform that offers a variety of tools and features to help businesses build stronger customer relationships and improve operational efficiency.
Why I picked Front: I chose this software because of its unique combination of tools for team collaboration. These include shared drafts and internal comments, which are not commonly found in other help desk software.
The platform is designed to provide exceptional customer service at scale, with a focus on efficiency, real-time collaboration, and practical AI. Its distinguishing value lies in its ability to combine the familiarity of email, the power of a help desk, and AI to deliver valuable service.
Front Standout Features and Integrations
Features include omnichannel inbox management, AI chatbots, shared inboxes, email templates, automated rules, internal comments, message reassignments and follow-ups, reminders, integrated calendars, real-time analytics, and multi-channel communication.
Integrations include over 110 systems, including Facebook, WhatsApp, Twitter, Salesforce, Slack, Asana, Zoom, Gmail, Shopify, and more.
Pros and cons
Pros:
- Provides data analytics for additional insight
- Streamlines collaboration
- Single communication portal
Cons:
- Complex setup and optimization
- Slower processing times for higher volumes
Desk365 is help desk software built to help small businesses manage customer support efficiently from one place. It centralizes email, web form, and chat requests so your team can focus on resolving issues instead of juggling tools.
Why I picked Desk365: Its unified inbox pulls all customer requests together, so no message goes unnoticed. Automation tools handle repetitive tasks like ticket assignment, routing, and notifications, freeing your team to focus on the conversations that need real attention. The AI agent can also generate contextual responses based on past tickets and knowledge base articles, helping agents respond faster.
You can even track service levels with built-in SLAs that send reminders before deadlines, making it easier to stay accountable. Together, these features make Desk365 a practical choice for small teams that need automation and organization without enterprise-level complexity.
Standout features & integrations:
Features include round-robin ticket assignment that distributes work evenly among agents, ensuring fair workloads and faster responses. The platform’s collaboration tools—like ticket watchers and share-to lists—let multiple people work on an issue without overlap, while change and approval management keep everyone aligned when processes need oversight.
Integrations include Microsoft Teams, Email, Asana, Azure DevOps, Jira, Power BI, Slack, Freshdesk, Salesforce, Zendesk, Trello, and HubSpot.
Pros and cons
Pros:
- Built-in SLAs help teams stay accountable
- AI generates quick, contextual ticket responses
- Unified inbox organizes all customer requests
Cons:
- Setup of advanced workflows can take time
- Multilingual options not clearly documented
Guru is a knowledge management solution that integrates with your existing tech stack to super-charge your workflows with AI-powered intelligence. It brings advanced search to your systems, making information easily accessible to your teams.
Why I Picked Guru: This platform creates a unified company knowledge base or wiki, and then uses AI to infuse that information into your existing workflows and systems. The artificial intelligence surfaces relevant, up-to-date, and human-verified information for your team members, ensuring a speedy resolution to internal or external inqueries.
The AI Suggest tool pulls information from your database based on the content displayed on a user's screen. Its knowledge triggers automatically display information when certain conditions are met on a web page, for example if a specific URL is visited.
Guru Standout Features & Integrations
Features include advanced search capabilities, customizable dashboards, secure data storage, real-time collaboration tools, knowledge management, AI-powered suggestions, robust analytics and reporting, integration with multiple platforms, personalized user experiences, mobile accessibility, document management, workflow automation, social networking features, and multilingual support.
Integrations include Google Chrome, Google Workspace, Slack, Microsoft Teams, Gmail, Outlook, HRIS solutions, Vimeo, Loom, Airtable, Sendesk, Salesforce, Intercom, Freshworks, Confluence, and more. Plus, you can use Zapier, Workato, or the custom API to connect more tools.
Pros and cons
Pros:
- Tons of integrations with other tools
- AI-powered helpdesk suggestions
- Excels in organizing and managing knowledge
Cons:
- Comes with a learning curve
- Limited offline capabilities
ZenDesk is an AI-powered help desk software for small business with a modern, well organized interface.
Why I picked ZenDesk: ZenDesk’s design-forward branding is visibly skewed to a younger audience. Their offering speaks to startups that are eager to add a human element to their customer service, placing a conversational approach at the heart of their features. The platform boasts a self-service portal and knowledge base, satisfaction trend reporting, and workflow automations for IT and HR.
The ZenDesk help desk solution is scalable, and can grow with you as your organization expands into new markets. With offices in Melbourne, Dublin, London, and Copenhagen, ZenDesk team members will be available to help as you extend your global reach.
ZenDesk Standout Features and Integrations
Features include API access, CRM integration, call integration, chat, contact management, customer management, email integration, instant chat integration, knowledge base, real-time alerts, self-service portal, social media integration, support forum, ticket management, and workflow management.
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:
- Centralized customer service operations
- Excellent query management
- Easy to use
Cons:
- Steep learning curve to customize
- Chat service only available in higher tiers
Other Options
Here are a few more worthwhile options that didn’t make the list of best help desk software for small business:
- Salesforce Service Cloud
For AI-powered personalization
- SuperOps
For IT service management
- EngageBay
Small business help desk software for scalability
- UserGuiding
For creating no-code in-app experiences
- HaloITSM
Small business help desk software for customer self-service portals
- Avochato
Small business help desk software for mobile functionality
- SysAid
For its self-serve portal
- Creabl
Small business help desk software for user tracking and analytics
- Gorgias
Small business help desk software for monitoring agent performance
- Jira Service Management
Small business help desk software for IT teams
Help Desk Software for Small Business Selection Criteria
When selecting the best help desk software for small businesses to include in this list, I considered common buyer needs and pain points like efficient ticket management and ease of use for small teams. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Ticket management
- Customer communication tracking
- Knowledge base creation
- Reporting and analytics
- Multi-channel support
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- AI-driven insights
- Customizable dashboards
- Automation features for repetitive tasks
- Mobile app availability
- Integration with CRM systems
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive interface
- Easy navigation
- Minimal learning curve
- User-friendly design
- Customization options
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Interactive product tours
- Access to webinars
- Onboarding templates
- Support from chatbots
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 availability
- Response time
- Access to live chat
- Quality of support resources
- Availability of phone support
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing
- Range of features for price
- Availability of free trials
- Flexible pricing plans
- Discounts for small businesses
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Commonly reported issues
- User feedback on features
- Comments on ease of use
- Opinions on customer support quality
How to Choose Help Desk Software for Small Business
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
| Factor | What to Consider |
|---|---|
| Scalability | Ensure the software can grow with your business. Look for options that allow you to add users or features as your needs expand without major disruptions. |
| Integrations | Check if the software integrates with tools your team already uses, like CRMs, email platforms, or social media channels, to keep everything connected. |
| Customizability | Consider how much you can tailor the software to fit your workflow. Flexible settings and options can make it a better fit for your unique needs. |
| Ease of Use | Look for an intuitive interface that your team can navigate without extensive training. A user-friendly design will save time and reduce frustration. |
| Budget | Assess the total cost, including any hidden fees. Compare features and pricing tiers to ensure you get the best value for your investment. |
| Security Safeguards | Ensure the software complies with industry standards for data protection. Features like encryption and access controls are essential for safeguarding information. |
Trends in Help Desk Software for Small Business
In my research, I sourced countless product updates, press releases, and release logs from different help desk software for small businesses vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI Help Desk Tools: 70% of organizations believe AI will significantly improve their customer service operations. More tools are integrating AI to analyze customer interactions and provide actionable insights. For instance, some vendors offer AI-driven analytics to highlight common issues and suggest solutions.
- Self-Service Portals: There's a growing move towards empowering customers with self-service options. These portals let users find answers on their own, reducing the load on support teams. Vendors are enhancing these with intuitive interfaces and comprehensive knowledge bases.
- Omnichannel Support: Businesses are now expected to manage customer interactions across multiple channels seamlessly. This trend sees vendors offering integrated platforms to handle emails, chats, social media, and more, all from a single dashboard.
- Remote Support Capabilities: As remote work becomes more common, help desk solutions are focusing on features that support remote troubleshooting. This includes virtual assistance tools and remote desktop access to resolve issues efficiently without physical presence.
- Data-Driven Personalization: Customizing the customer experience using data insights is becoming crucial. Tools are now offering features to personalize interactions based on past behaviors and preferences, enhancing user satisfaction and loyalty.
What Is Help Desk Software for Small Business?
Help desk software for small businesses is a tool designed to manage customer inquiries and support requests efficiently. These tools are generally used by customer service professionals, IT staff, and small business owners to improve customer satisfaction and streamline support operations.
Ticket management, self-service portals, and omni-channel support features help with organizing requests, empowering customers, and handling interactions across different channels. Overall, these tools provide businesses with the ability to deliver better and more responsive customer support.
Features of Help Desk Software for Small Businesses
When selecting help desk software for small businesses, keep an eye out for the following key features:
- Ticket management: Organizes customer inquiries into manageable tickets, allowing your team to prioritize and address issues efficiently.
- Self-service portals: Empowers customers to find answers on their own, reducing the workload on your support team and improving response times.
- Omni-channel support: Enables handling of customer interactions across multiple platforms like email, chat, and social media from a single interface.
- AI tools in help desks: From AI data analysis, AI chatbots, to generative AI assistance for agents, AI is a powerful tool to support customer service.
- Remote support capabilities: Offers tools like virtual assistance and remote desktop access to resolve issues for remote users effectively.
- Data-driven personalization: Customizes customer interactions based on past behaviors, enhancing user satisfaction and fostering loyalty.
- Customizable dashboards: Allows teams to tailor the interface to fit their specific workflow needs, improving usability and efficiency.
- Integration with CRM systems: Ensures seamless data flow between your help desk and customer relationship management tools, enhancing customer insights.
- Reporting and analytics: Delivers detailed insights into performance metrics, helping teams track efficiency and identify areas for improvement.
- Automation features: Ways to automate repetitive and time consuming tasks, freeing up your team for more creative and strategic work.
Help Desk Software: Security and Compliance Considerations
When choosing help desk software, security and compliance are crucial to protect sensitive data and meet industry regulations. Here are key considerations:
- Data Encryption: Ensure data is encrypted in transit (SSL/TLS) and at rest to prevent unauthorized access.
- Access Controls: Use role-based permissions and multi-factor authentication (MFA) to restrict access.
- Audit Logs: Maintain detailed logs of user activities to track changes and detect security incidents.
- Compliance Standards: Verify adherence to industry regulations like GDPR, HIPAA, or ISO 27001, depending on your business.
- Data Backups & Recovery: Regular backups and disaster recovery plans protect against data loss.
- Secure Integrations: Ensure third-party integrations follow security best practices to prevent vulnerabilities.
- User Privacy Protection: Implement policies to safeguard customer data and limit unnecessary data collection.
- Incident Response Plan: Have a strategy to detect, report, and respond to security breaches effectively.
These measures help keep your help desk secure while ensuring compliance with legal and industry requirements.
Benefits of Help Desk Software for Small Businesses
Implementing help desk software for small businesses provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved efficiency: Ticket management and automation features help your team prioritize and resolve issues faster, saving time and resources.
- Enhanced customer satisfaction: Self-service portals and omni-channel support ensure customers receive timely, accurate assistance across their preferred platforms.
- Data-driven decisions: AI-powered insights and reporting tools provide valuable data to refine your support strategies and improve service quality.
- Cost savings: Efficient handling of inquiries and reduced workload on support teams can lead to lower operational costs over time.
- Increased flexibility: Customizable dashboards and integration with CRM systems allow your team to tailor the software to fit specific business needs.
- Better security: Security safeguards protect sensitive customer data, ensuring compliance with industry standards and building trust with your clients.
- Scalability: As your business grows, scalable solutions ensure your help desk software can expand alongside your needs without disruption.
Costs and Pricing of Help Desk Software for Small Businesses
Selecting help desk software for small businesses requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in help desk software for small businesses solutions:
Plan Comparison Table for Help Desk Software for Small Businesses
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free Plan | $0/user/month | Basic ticketing, email support, and limited reporting. |
| Personal Plan | $5-$25/user/month | Advanced ticketing, self-service portal, and basic analytics. |
| Business Plan | $30-$60/user/month | Multi-channel support, automation tools, and integration with CRM systems. |
| Enterprise Plan | $70-$120/user/month | Customizable dashboards, AI-powered insights, and enhanced security features. |
Frequently Asked Questions
If your small business is just beginning the search for a customer support solution, you probably have a number of questions about help desk software in general. I’ve gathered some of the most common FAQs here for clarity.
What type of help desk software is used in a small business?
Small businesses and startups have very different needs from those of a large enterprise. You probably won’t need hundreds of live agents to respond to thousands of support tickets on any given day. But you might need a way to safely store customer history data as your business grows, or the ability to delegate the more repetitive admin tasks to AI. All the customer service software platforms on this list cater to the unique needs of small businesses with a host of tailor-made features.
Before you dive into your selection process, I recommend reviewing these recommendations for how to choose the best help desk software first.
How does help desk software work?
A help desk is an online space in which customers can communicate with your small business to address concerns like:
- Product questions
- Help navigating your platform
- IT issues
The help desk interface presents your customers with an easy way to get in touch with you and receive support quickly, and can make a huge difference in increasing customer loyalty and satisfaction. Did you know that 80% of consumers would be willing to pay more to receive better customer support? Help desk software for small business can assist you in delivering an enhanced customer experience.
How can help desk software benefit a small business?
Help desk software can help small business by streamlining your customer service tasks, making it easier for your team to clearly communicate with customers and efficiently resolve their concerns.
When a customer encounters a problem and is quickly and kindly offered a solution, their trust in your brand grows. Sure, at first blush, helping someone navigate a 404 error may seem like no big deal. But it’s actually planting the seeds of brand loyalty, which is a critical factor in revenue growth for small businesses.
In this sense, help desk software for small business doesn’t just offer the practical elements of communication and analytics. It also offers the more intangible but immensely beneficial opportunity to nurture customer relationships.
How do I create a help desk system?
The good news is – you don’t have to! When you work with a help desk software for small business, they create the help desk system on your behalf. You just need to install the software and begin using the tool. After a little time spent onboarding and customizing the interface, you can get started interacting with customers via your new help desk system faster than you can say “5-star rating”.
What types of reporting and analytics should my help desk have?
Your help desk should have reporting and analytics that provide insights into performance, efficiency, and customer satisfaction. Here are key types to include:
- Ticket Volume Reports: Track the number of tickets received, resolved, and pending over time.
- Response & Resolution Time: Measure how quickly agents respond to and resolve issues.
- Agent Performance: Monitor individual agent workload, response time, and customer ratings.
- Customer Satisfaction (CSAT): Gather feedback through surveys to assess user experience.
- First Contact Resolution (FCR): Check how many tickets are resolved in the first response.
- Recurring Issues: Identify common problems to improve solutions and reduce repeat tickets.
- Service Level Agreement (SLA) Compliance: Ensure tickets are resolved within promised timeframes.
- Channel Effectiveness: Compare ticket sources (email, chat, phone) to optimize support methods.
- Peak Ticket Times: Identify busy periods to allocate resources effectively.
- Self-Service Effectiveness: Measure how often users resolve issues through knowledge base articles.
These insights help improve efficiency, customer experience, and overall help desk performance.
What are Self-Service Capabilities in a help desk?
Self-service capabilities in a help desk allow users to find answers and resolve issues on their own without contacting support. Here are the key features:
- Knowledge Base: A library of articles, FAQs, and guides that help users troubleshoot common issues.
- AI Chatbots: Automated assistants that provide instant answers and guide users through solutions.
- Community Forums: A space where users can ask questions and share solutions with each other.
- Automated Workflows: Predefined processes that help users reset passwords, request access, or submit forms.
- Self-Service Portal: A central hub where users can track ticket status, find resources, and request services.
- Troubleshooting Wizards: Step-by-step guides that help diagnose and fix problems.
- Service Catalog: A menu of IT services users can request without needing direct support.
- Mobile Access: Self-service tools optimized for mobile devices, allowing users to find help anytime, anywhere.
These features reduce support workload, improve response times, and empower users to solve problems independently.
What is customer support and training?
Customer Support and Training help users understand and effectively use a product or service. Here’s a breakdown of each:
- Customer Support: Assists users with troubleshooting, resolving issues, and answering questions through channels like phone, chat, email, or self-service portals.
- Training: Provides structured learning—such as tutorials, webinars, or in-person sessions—to help users maximize the product’s value.
Both ensure customers have a smooth experience, boosting satisfaction and product adoption.
Happy Customers = Return Customers
Statistically speaking, 65% of your revenue is likely to come from existing customers. When you nurture your customer relationships, you naturally increase their loyalty to your small business, and in turn create more sales.
Ensuring that your customer touchpoints are characterized by helpful, clear, kind, and efficient interactions will let your customers know how deeply you value them. An investment in help desk software for small business can dramatically improve the quality of your interactions within each touchpoint. So what are you waiting for?
Looking for more awesome help desk tools? Check out this additional article from our subject matter experts:
Best Help Desk Software for Customer Service
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