10 Best Help Desk Software In 2023

3CX is a modern business communications system that is based on the Session Initiation Protocol (SIP) standard. It is suitable for any business size across different industries. As a software-based PBX solution, 3CX significantly improves productivity, customer service experience, and personnel mobility. The software is easy to use, cost-effective, and highly flexible, as it can be self-managed on-premise or hosted on a remote server in the cloud. The platform is equipped with a multitude of features and tools, including video conferencing, CRM integration, and access to secure communication via mobile apps.

3CX’s contact center solution is tailored for in-house contact center agents, allowing them to save time by resolving various customer issues more efficiently. With 3CX’s contact center solution, customers have more ways to connect with the helpdesk/customer service team using other means of communication such as SMS, live chat, and WhatsApp. The software can help simplify the call management process with multiple queues and interactive voice responses (IVRs). It can also automate repetitive tasks by allowing users to create custom voice apps.

Users can also streamline their processes by integrating 3CX’s contact center and helpdesk solution with existing CRM and ERP software. The platform supports seamless integration with Zoho, Salesforce, and Freshdesk to extend their helpdesk/customer service capabilities. It also allows users to match the caller ID feature to their Microsoft 365 and database contacts to unify all customer information. A click-to-call function is available, which enables contact center agents to initiate calls directly from their CRM app.

3CX is completely free for up to 10 users, which is ideal for small businesses and startups. For companies that want more features and capabilities, their professional plan starts at $175/year for up to 10 users.

ManageEngine Service Desk is software built for IT help desks. The tool offers both cloud-based and on premises solutions. It has tons of relevant features built for these teams.

Incident management helps you reduce product outages and improve agent productivity. Meanwhile, problem management helps you classify problems so you can fix the root cause, thus reducing the chances of the issue reoccurring. The tool also has asset management features so you can track all hardware and software assets. Reports are another useful feature.

You can create custom reports or use those that come out of the box to gain critical insight into your IT team performance.

ManageEngine Service Desk offers three pricing plans, you can contact the company for a demo and further information.

You can also request a free trial on the website.

Hiver is software that adds help desk functionality to your Gmail inbox. This means you can run support without any extra software or tools. When you install the plugin, you see a set of extra options in your Gmail sidebar. Managers can use this to assign inbound messages to members of their support team.

They can also add notes to this contact to provide further details. Agents can easily see all their assigned tickets in the inbox. They can also collaborate on replies by leaving notes and tagging other team members. It’s also easy for agents to see when someone is working on a particular ticket, therefore reducing the chances of collisions.

Once agents finish support, they can easily mark tickets as closed. The tool also supports automation. You can assign tickets to particular agents when the message contains a keyword related to their area of expertise. Or you can use round-robin rules to evenly distribute tickets to active agents.

Pricing starts at $19 per agent per month.

You need to sign up for the pro or elite plan to access advanced features like analytics or round robin ticket assignments.

LiveAgent is help desk software with plenty of features and integrations. You can connect the tool to all your communication channels including calls, chat, email, video, and social. And you can bring in customer data from the other platforms your business uses including Salesforce, Pipedrive, and Shopify.

The tool also has a powerful chat widget you can connect to your website. This has features like the ability to proactively message customers based on triggers like time on site or the number of pages they visit. There’s also phone support with features like call recordings, IVR, transfers, and automated callbacks.

It has outbound calling features so you can contact customers when needed. And agents can login to handle calls anywhere with softphones.

LiveAgent starts at $15 per agent per month for the ticketing software.

The all-inclusive plan with call center support costs $49 per agent per month. You can try each plan for free on the website.

Freshdesk is powerful help desk software with plenty of advanced features. It enables collaboration through features like messaging, collision detection, and the ability to tag teammates. Meanwhile, organizing your inbox is easy via messaging tagging and assigning tickets.

You can connect almost any communication channel you can think of to the tool. As well as email and website chat, you link to Messenger, Whatsapp, SMS, iMessage, and Line. There’s even a contact center feature so you can handle inbound and outbound phone contact.

The tool has plenty of self-service options to help customers find answers independently. The highlight is the ability to create chat bots and deploy them on your website help widget. You can also add a knowledge base search bar to the widget so people can easily search for help documents.

Another cool feature is that the tool supports 42 languages. This is useful for global support teams, and agents can even switch languages from within the tool.

FreshDesk pricing starts at $35 per agent per month. You can grab a free trial on the website.

HelpScout is help desk software built for email and live chat. All contact is collected in the shared inbox which has plenty of features like private messaging, ticket management, and the ability for managers to assign tasks. Agents can access customer data from within the inbox, including information from other apps. For example, you can connect Shopify to see the customer’s purchase history. You can also create automations using a simple if/then No-Code builder.

Just choose an action to act as a trigger and then select what happens when this occurs. For example, you could assign all messages with the keyword “product demo” to someone in your sales team. The tool has a powerful website chat widget. This allows customers to contact your support team from the webpage they are browsing. You can also add information to the widget, for example, documents or a knowledge base search bar.

With thisin place, customers can access the information they need without contacting your support team, therefore reducing inbound contact volume. You can also provide relevant help by proactively sending automated messages to people as they browse your website.

HelpScout integrates with plenty of business tools including Slack, Google Apps, and Mailchimp. Further integrations are available via Zapier. The tool starts at $25 per user per month but proactive messaging to over 2,000 unique website viewers costs extra.

You can sign up for a free trial on the website.

Intercom lets customers contact your support team from within your product or website, as well as via channels like social media and email. Meanwhile, agents can access important customer information such as past conversations and issue details. The stand out features are all the self-help options. You can add resources to your chat widget and even customize what shows up depending on the page.

Or you can use proactive support functionality to solve customer problems before they even occur. For example, you can send automated messages when users perform a particular action, such as spending a certain amount of time on a particular page. Other self-help options include the ability to create product tours to help people get up to speed with your features, and automated messages that go out when customers show signs of struggling with your product.

Intercom also has plenty of features that streamline live help. These include a help desk ticketing system, collaboration, ticket routing, and templated responses.

Intercom has a starter plan for very small businesses that costs $74 per month when billed annually.

Larger businesses should contact the sales team for pricing information.

HelpDesk is easy-to-use software with all the features you need to manage support. The tool brings email, messaging, and chat into a single dashboard so you can respond to communication easily. And it gives each agent full visibility into the customer’s support history to provide context into their issues. I like the collaboration features. They make it easy for agents to tag other people in a post to get specialist help.

And these conversations are clearly marked as private so you know the customer can’t see it. It’s also easy for agents to see when people are already working on a ticket to avoid collisions. The tool has several automation features that speed up support. A useful one is that you can automate replies based on keywords in the message.

For example, if the text contains the word “refund,” you can automatically send a message with instructions about how to request a refund. Other time-saving features include the ability to create templated responses and perform bulk actions.

HelpDesk connects with Zapier to enable integrations. It costs $34 per agent per month for the team plan.

This also comes with unlimited viewer roles. You can sign up for a free trial on the website.

Gladly is service desk software that helps brands offer more personal service. The tool has voice, text, chat, social, and email support built in natively, so you can offer support on all these channels out of the box. Each customer has a profile that agents can see when talking to them.

This includes information about their interactions with the company including past purchases and conversation history. You can get this information by connecting the tool to your ecommerce platform, CRM, or other relevant tool.The tool also offers access to an Interactive Voice Response (IVR) system you can use to automatically answer incoming calls.

This tool collects context about the call and provides it to agents so the customer doesn’t repeat themself. You can also offer customers alternative support channels such as SMS when incoming call volume is high. Or you can offer callbacks so callers don’t have to wait on hold.

Customers hate waiting on hold so this can have a huge impact on CX.

Gladly costs $150 per user per month on an annual contract with a minimum of ten users. You can request a demo on the company website.

Tidio is a help desk software that helps businesses streamline their customer service. It consolidates all customer queries in one place, making it easy for businesses to respond to customers promptly and efficiently.

A knowledge base is a great way to provide self-service support to your customers. With Tidio, you can create a knowledge base that is easily searchable and includes relevant articles, FAQs, and resources, so customers can quickly and easily find answers to common questions. You can also track customer support tickets to see how each issue is progressing and who is working on it.

Its most notable feature is its live chat function, enabling users to provide live chat support to customers 24/7. In addition, the live chat feature allows you to collect data about customer preferences and behavior. Finally, Tidio can track key metrics such as first response time, resolution time, and satisfaction rates.

Tidio offers 25+ integrations, including email integration, which is helpful for having multiple email inboxes. Integrations include Zendesk, Google Analytics, Pipedrive, Mailchimp, OpenCart, and thousands more through Zapier.

Pricing for Tidio starts at $19 /operator/month and offers a 7-day free trial.