10 Best Help Desk Software For Small Business

NinjaOne is a help desk software for small business that’s designed to meet the needs of IT teams.

Why I picked NinjaOne: NinjaOne helps small businesses improve service delivery outcomes and ticket resolution times by automating the process. Essential actions like scripting, installing apps, and remote access are available directly from the service ticket, and unified endpoint management and ticketing makes it easy for IT teams to provide efficient support.

Users can automate ticketing workflows by creating things like customized response templates, time and event-based routing rules, and condition-based ticket creation. The shared activity feed makes it easy to communicate with other agents about a ticket, using public and private messaging, as well as @ mentions. Their in-depth process documentation aligns well with knowledge recording best practices, and creates a context-rich query history. 

NinjaOne Standout Features and Integrations

Features include ticket tracking, query prioritization, context-rich ticket automation, single click tasks, live device inventory, endpoint security, one click remote access, stealth remediation tools, and integrated documentation.

Integrations are not mentioned on the NinjaOne website.

Hiver is a help desk software for small business that is integrated within the Gmail platform.

Why I picked Hiver: For small businesses with little time to waste, Hiver presents an easy way to increase the efficiency of customer support. Rather than learning an entirely new interface, Hiver is brought to you from within Gmail; their solution sits overtop of the existing Gmail interface, making it super easy to learn and onboard new team members.

Help desk ticketing can be managed via custom workflows, and live agents can assign tasks, create automated responses, prioritize requests, and pull data for reports. Customer relationships will benefit from Hiver’s ability to send out updates as their ticket is moved through queues and towards a resolution.

Hiver Standout Features and Integrations

Features include Google apps integration, batch permissions & access, live chat, contact management, customer management, dashboards, data export, data visualization, email integration, notifications, and workflow automation.

Integrations include Gmail, Slack, and Zendesk. Further integrations are available by connecting a paid Zapier account.

EngageBay is a help desk software for small business that can grow with you.

Why I picked EngageBay: EngageBay provides small businesses with unlimited support tickets and unlimited personalization right out of the gate. Rather than being locked into a plan that you could quickly outgrow, EngageBay gives you space to scale. The tool offers features like ticket routing, automated resolutions, and SLA tracking to enhance efficiency. You can customize workflows to ensure that team members can easily respond to incoming tickets.

EngageBay’s user-friendly interface pulls conversations from multiple channels like social media and email to gather omnichannel customer profiles. The tool integrates marketing, sales, and CRM capacities to truly offer a one-stop-shop for customer management and revenue growth. 

EngageBay Standout Features and Integrations

Features include live chat, SLA, ticket management, help desk reports, service automations, canned responses, customer ticket views, and support groups.

Integrations include A/B testing, API, CRM integration, live chat, click-to-dial, contact management, conversion tracking, data export, data visualization, email integration, landing pages, lead management, marketing automation, project management, and social media integration.

Avochato is a help desk software for small business that prioritizes SMS communications.

Why I picked Avochato: Avochato’s help desk software solution empowers users to support customers across SMS, live chat, Slack, and WhatsApp from a single interface. You can create reusable templates to automate answers to frequently asked questions, and auto-responses based on keywords in the live chat function.

Teams can create one or more shared inboxes, and can set rules around how customer support queries are routed. When customer issues need to be reassigned, the escalation process allows customer support agents to add private notes for context. Additionally, every text can be personalized with custom fields to ensure that service requests receive the exact resolution to suit the issue.

Avochato Standout Features and Integrations

Features include keyword auto-responses, SMS campaigns, pre-saved templates, auto assignment, custom fields, photos + emojis, tags, shared inboxes, analytics, and a mobile app.

Integrations include Google Sheets, HubSpot, Salesforce, Shopify, and Slack. Further integrations are available by connecting a paid Zapier account.

InvGate is a help desk software for small business that has been designed to align with Information Technology Infrastructure Library (ITIL) best practices.

Why I picked InvGate: InvGate’s intuitive ticketing solution organizes work based on priority, SLA, and urgency. By highlighting the actions that can be solved easily in just one click, their platform helps IT companies avoid bottlenecks when responding to customer requests. The system has been designed with industry best practices in mind, so it prioritizes factors like security, response time, and collaboration.

The platform is built for collaboration and provides agents with full visibility on configuration items, linked requests, and ticket changes. Customized dashboards can be adjusted to adapt to your company’s needs, and reports can be pulled on over 150 metrics. You can also track agent performance via response time and customer ratings.

InvGate Standout Features and Integrations

Features include ticket management, problem management, gamification, AI, analytics, SLAs, knowledge base, self-service, and workflow automation. 

Integrations are not mentioned on the InvGate website.

Jira Service Management is a help desk software for small business that helps IT teams manage complex customer issues.

Why I picked Jira Service Management: IT teams have notoriously complicated customer queries within a helpdesk setting. Unlike returning a pair of shoes in the wrong size, these requests can sometimes involve enterprise-level errors, and thus require an added layer of security and data storage. Jira speaks to this specialty but has still managed to keep their ITSM platform simple and straightforward.

You can track work across an enterprise, link issues, and take into consideration insight from other dev tools, which provides in-depth context for each ticket. Changes, incidents, and requests benefit from an audit trail that also assists in mitigating risk.

Jira Service Management Standout Features and Integrations

Features include request management, incident management, change management, asset management, mobile app, open API, self-service knowledge base, and smart forms.

Integrations include Draw.io, LucidChart Diagrams Connector, Planner by Tempo, Poll Marker, ScriptRunner, Xporter, and Zephyr Scale. Further integrations are available by connecting a paid Zapier account.

Gorgias is a help desk software for small business that allows you to pull reports on individual agent performance.

Why I picked Gorgias: Gorgias has a suite of easy-to-use tools that help small businesses create tickets, assign agents, and track the progress of support queries. You can automate processes by establishing things like routing rules and canned responses, helping to ensure that customers receive speedy replies. Integrations with CRM platforms enhance the data you can collect, and analytics go beyond customers to also provide insight on agent performance.

It’s easy to edit orders, make subscription updates, and refund payments from within the Gorgias intuitive helpdesk. You can respond to customers even before they reach your website via a variety of social media integrations, instantly expanding your marketing reach.

Gorgias Standout Features and Integrations

Features include SMS chat, automation views, customer surveys, email integration, live chat, multi-store management, order management, reporting, revenue tracking, routing rules, self-service knowledge base, sentiment detection, social media integration, and voice chat.

Integrations include Attentive, Bigblue, Facebook, Flatlay, Instagram, Klavyio, Office 365, Pipedream, Recharge, ShipMonk, Stonley, and Yotpo.

LiveAgent is a help desk software for small business that stores an impressive amount of customer data.

Why I picked LiveAgent: LiveAgent connects all customer conversations from multiple channels (including social, email, and video calling), so that agents can view history and provide more relevant and personalized support. Customer data can also be collected via forms and stored within customer profiles. This can include purchase history and customer satisfaction data, which can then be used to create targeted marketing touchpoints in the future. 

Real-time online visitor tracking allows you to see which pages customers are visiting, and where they are located. Your support team can then proactively invite these customers to chat and further support their purchasing journey. Email templates can be created with quick-to-deploy messages, and LiveAgent also allows you to offer an extensive knowledge base for self-serve support. 

LiveAgent Standout Features and Integrations

Features include ticketing system, agent collision detection, agent ranking, audit log, canned messages, online ticket history, time tracking, universal inbox, and customer insights. 

Integrations include Adiptel, Everhour, Feederloop, iPlan, Kopano, Linphone, MicroSIP, Monema, Sangoma, Telnyx, Zentyal, and Zoiper. Further integrations are available by connecting a paid Zapier account.

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.

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.