10 Best Help Desk Software Shortlist
Here's my pick of the 10 best software from the 28 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
In today's fast-paced world, customer service leaders like you face mounting challenges. You're expected to deliver quick, accurate responses while juggling customer expectations and team efficiency. That's where helpdesk software comes in, acting as your team's digital ally to tackle these hurdles head-on.
I've spent time testing and reviewing various helpdesk solutions, aiming to provide you with an unbiased guide to the best helpdesk tools available. In this article, I'll break down my top picks, focusing on how each can support your team in delivering exceptional service.
Join me as I dive into features, usability, and software value to help you find the right fit for your customer service needs.
Why Trust Our Reviews
We’ve been testing and reviewing help desk software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.
We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.
The Best Help Desk Software: Pricing Comparison Chart
This feature comparison chart summarizes basic details about each of my top help desk software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the right help desk software for your budget and business needs.
Tool | Best For | Trial Info | Price | ||
---|---|---|---|---|---|
1 | monday Service monday service offers no-code workflows for CX teams to manage support and track performance. | Best for no-code customization | Free trial available | From $26/seat/month (3 seat minimum) | Website |
2 | Freshdesk Freshdesk's powerful shared inbox puts detailed customer information and advanced features within easy reach for your agents. | Best for an advanced customer self-service portal | 14-day free trial + free plan available | From $15/user/month (billed annually) | Website |
3 | Issuetrak Issuetrak lets you quickly see the amount of tickets assigned per person so you can make data-driven decisions. | Best for omnichannel ticket submission | 14-day free trial | From $26/agent/month | Website |
4 | SAAS First SAAS First's help desk dashboard provides key functionalities such as ticket management and centralized customer interactions. | Best for AI-powered chatbots | Free trial available | From $9/member/month | Website |
5 | Zoho Desk Create processes for common tasks with the visual blueprint builder. | Best workflow builder with automations | 15-day free trial | From $7/user/month (billed annually) | Website |
6 | SuperOps SuperOps helps MSPs provide better customer service with its service desk module for ticket management and client communication. | Best for IT help desk management | Free trial available | From $59/user/month (billed annually) | Website |
7 | LiveAgent LiveAgent’s help desk software provides excellent branding capabilities by having a fully customizable chat with background gradient and preview function. | Best help desk and knowledge base in one | 30-day free trial | From $15/agent/month (billed annually) | Website |
8 | Zoho Assist Access customer devices remotely, either on-demand or unattended. | Best for providing remote access support | 15-day free trial available | From $12/month | Website |
9 | Salesforce Service Cloud Resolve cases faster and keep customers satisfied with automation and personalized recommendations. | Best for creating personalized experiences with AI | 14-day free trial | From $25/user/month (billed annually) | Website |
10 | Front Front's shared inbox and internal commenting features significantly boost team collaboration, allowing multiple members to work on customer queries simultaneously. | Best for efficient team communication | 7-day free trial | From $19/user/month (billed annually) | Website |
Best Help Desk Software Reviews
To help you find the best help desk software for you, I’ve provided detailed summaries of my top 10 choices and explained why I included each system in this list.
Plus, I’ve included additional options below, for different use cases, to help you find the right help desk software for you.
monday servise is a customizable service platform designed to help teams manage and automate their service operations and processes. It offers a flexible platform where users can track issues, manage customer inquiries, and resolve problems through customizable workflows.
Why I picked monday service: The software lets you create custom workflows without coding, so your team can focus on delivering great customer service. This allows you to tailor support processes to your team’s unique needs. Meanwhile, automations reduce the burden of repetitive tasks, and dashboards give you a clear overview of all support activity, helping you track team performance.
monday service Standout Features and Integrations
Features include no-code customizable workflows, automations for repetitive tasks, visual dashboards for tracking support requests, centralized issue management, reporting tools for team performance, and easy task assignment and prioritization.
Integrations include Slack, Zoom, Microsoft Teams, Google Drive, Dropbox, Jira, HubSpot, Salesforce, GitHub, and Gmail.
Pros and cons
Pros:
- Visual tracking of support requests
- Scales well with growing teams
- Customizable no-code workflows
Cons:
- Setup can be time-consuming
- Automations may require fine-tuning
Freshdesk, created by Freshworks, offers a full suite of customer service software, including help desk software. Their software includes intelligent AI-backed automations and the ability to customize the look of your support portal, ticket forms, agent roles, and many other details to make the help desk software mesh with your corporate needs.
Why I picked Freshdesk: I included Freshdesk in this list because I appreciate the depth of their customer self-service portal features. Freshdesk helps customers find answers to their questions independently via their integrated knowledge base and customer forums. They also have an integrated chatbot that's powered by AI, called Freddy AI, which can help deliver fast and precise answers to your customers to improve your response time. Another highlight is the ability to integrate a help widget anywhere on your website or mobile app to help people easily search through 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 Standout Features and Integrations:
Standout features for Freshdesk include their collaboration tools that help agents work together to solve help requests more efficiently. These tools include a team huddle feature, shared ownership of tickets, linked tickets, and parent-child ticketing. All of these features work in tandem to help your agents work together behind the scenes to figure out the best solution to your customers' issues, without losing visibility. Other collaboration features include team messaging, collision detection, and the ability to tag teammates.
You can connect almost any communication channel you can think of to Freshdesk, including email, website chat, phone support, and social media channels like Messenger, Whatsapp, SMS, iMessage, and Line. There’s even a contact center feature so you can handle inbound and outbound phone contact.
Integrations are available with over 1,000 apps through their integration marketplace. Featured integrations include Mailchimp, Microsoft Teams, Salesforce, Shopify, Slack, and WhatsApp.
Pros and cons
Pros:
- Supports SLA management
- Includes a thank you detector tool that prevents tickets from being reopened when a customer says "thanks"
- Supports canned responses to offer consistent responses to common questions
Cons:
- Intelligent AI-based features and chat-bots are limited to their top-level paid plan (Enterprise)
- Multilingual features are only available in their Pro or Enterprise plans
Issuetrak is a ticket management software designed to handle and track issues across multiple channels, providing a centralized platform for businesses to manage customer support queries, internal helpdesk requests, and issue tracking. The tool's capability to accept tickets from various channels such as email, web forms, and phone, coupled with its adaptability to different business sizes and industry needs, positions it as a leading solution for omnichannel ticket submission.
Why I picked Issuetrak: The platform supports task collaboration for efficient problem-solving, a knowledge base for quick reference to common issues, and asset management for tracking organizational resources. Additional features include system integrations, professional services for customization and training, dedicated product support, cloud hosting options, data services for in-depth analysis, notifications and reporting tools for monitoring operations, and entities and permissions for secure data access.
Issuetrak Standout Features and Integrations
Standout features include omnichannel ticket submission, which allows for the capture of customer interactions across multiple channels, and automatic ticket assignment, ensuring that issues are promptly directed to the right team members. I particularly like the round-robin feature which automatically assigns an incoming issue to the next available agent when you have enabled this feature for a specific group.
Integrations are available with thousands of apps through Zapier (which requires an additional subscription). Additionally, you can build custom integrations using its API and connect the tool to other software in your tech stack.
Pros and cons
Pros:
- Quick and simple setup
- Limitations on field customization
- User-friendly interface
Cons:
- Limitations on field customization
- Steep learning curve for new users
SAAS First is an AI-driven help desk platform designed to improve customer experience through its integrated SaaS solution. It is tailored for businesses looking to enhance customer relations by providing services like an omnichannel inbox, help desk, knowledge base, live chat, and marketing campaigns.
Why I picked SAAS First: I like its omnichannel inbox, which allows your team to manage all customer conversations—be it email, live chat, or social media—in one place. This centralization ensures that no interaction slips through the cracks, making your support operations more efficient. Additionally, the platform's AI chatbot, Milly, can handle routine inquiries around the clock, providing instant responses and freeing up your team to focus on more complex issues.
SAAS First Standout Features and Integrations
Standout features include a knowledge base that empowers your customers to find answers on their own, reducing the volume of incoming queries. Its real-time data analytics provide insights into customer behavior, while its automated workflows handle repetitive tasks, saving your team time and reducing the chance of human error. SAAS First also supports multilingual communication.
Integrations include WhatsApp, Facebook, and SMS by Twilio.
Pros and cons
Pros:
- Facilitates collaboration among team members
- Centralized customer interaction management
- AI-driven responses
Cons:
- Limited integrations available
- Potential scalability issues
Zoho Desk is omnichannel help desk software. It allows you to connect all the contact methods your customers use including email, social media, web chat, and even telephony. Respond to contact from all these channels in a single inbox. The tool also has powerful workflow automation features.
This allows you to create best practices—known in the tool as blueprint—to help you respond to common requests. You build these blueprints with a visual drag and drop editor that allows you to add actions with different outcomes depending on specific conditions. Use these workflows to ensure agents follow the correct process when offering support.
This is especially helpful for quickly getting new hires up to speed because the tool tells them the correct response to take in different situations. Beyond this, the tool has all the features you’d expect from customer service software, including self-service resources, collaboration, reporting, and integration with other business tools.
Zoho Desk costs $20 per agent per month for the standard plan. You can grab a free trial on the website.
SuperOps is a PSA-RMM software designed for Managed Service Providers (MSPs). It aims to consolidate all IT-related tasks into one platform, from network monitoring and asset management to ticket management and workflow automation. This all-in-one approach allows MSP technicians to access all relevant tools and information without needing to switch between different platforms, which can help improve ticket resolution time and overall customer support experiences.
Why I picked SuperOps: I like that SuperOps specifically focuses on providing an IT help desk solution for MSPs. It offers a robust ticket management system that facilitates client communication and contextual engagement, ensuring all necessary information is available for technicians as soon as they view a ticket. The platform also enhances efficiency with powerful automation capabilities, including event-based triggers, automatic time tracking, ticket assignment, and scheduling. Additionally, SuperOps simplifies financial operations with its automated invoicing features, ensuring timely and accurate billing for services rendered.
SuperOps Standout Features and Integrations
Standout features include in-platform collaboration tools, which enable technicians to communicate with each other and work together on complex tickets to find resolutions. The platform also supports ticket prioritization and offers a Kanban view to visualize workloads. Beyond its help desk capabilities, SuperOps provides a comprehensive suite of PSA and RMM functions, including contract management, event scheduling, and network, patch, policy, and asset management.
Integrations include Xero, QuickBooks, Stripe, Webroot, SentinelOne, Splashtop, TeamViewer, Bitdefender, Guardz, Hudu, Emsisoft, and Microsoft Azure.
Pros and cons
Pros:
- User-friendly interface
- Good automation capabilities
- All-in-one RMM and PSA features
Cons:
- Client portal could be improved
- Limited support for other languages
LiveAgent is a help desk and knowledge base management software that helps customer support teams manage multi-channel ticketing flows and provide self-serve content for customers. Team members share an inbox where they can see all incoming tickets in one place, whether they're coming through via phone calls, email, or live chat.
Why I picked LiveAgent: I included LiveAgent in this list because their help desk software is known for its fast and easy customer onboarding and implementation process. They also offer excellent customer support for clients 24/7, and concierge migration services if you're looking to switch from a different help desk solution to theirs.
LiveAgent Standout Features and Integrations:
Standout features for LiveAgent include automated spam filtering, ticket routing, and follow-up scripts, which can all be configured in the platform to help streamline workflows and alleviate busy work.
To create an abundant knowledge base to empower customers, you can implement the customizable themes available in the software and draft articles with the WYSIWYG content editor. Customer forums can also be established and moderated through the platform, giving customers an opportunity to share their advice and helping to nurture your community. Feedback buttons can be added to the customer-facing portal, helping teams collect insights into user needs, wants, and pain points.
Integrations are available with 200+ other SaaS tools like ActiveCampaign, BigCommerce, Clockify, Gmail, HubSpot, Jira, Pipedrive, Shopify, Slack, and Trello.
Pros and cons
Pros:
- Numerous third-party integrations are available
- White glove implementation services
- Includes the ability to merge or split help tickets as needed
Cons:
- Some social media integrations require an additional fee
- An additional fee is required if you want to host more than one knowledge base (multi-knowledge base feature)
Zoho Assist is a customer support and remote access software. It can be used to provide customer support through both on-demand and unattended remote access sessions, and is compatible with other Zoho products.
Why I picked Zoho Assist: This software allows customer success teams to remotely accessing customer (or team member) devices. The unattended remote access capability also allows you to push updates, diagnose issues, and reboot devices even if the customer is not at their computer. High-level security features are included, providing peace of mind for agents and customers alike.
Customer service reps can also support customers via live chat, video, and voice calling. The software also has a scheduling feature to set up support sessions as needed. Files can be shared between support agents and customers seeking assistance.
Zoho Assist Standout Features and Integrations:
Standout features include the system's session recording tool. You can record any remote access session, which is super helpful for record-keeping but also for auditing purposes. Session recordings can also be used for training new staff or reviewing performance with support agents.
Integrations include the Zoho product suite, Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.
Pros and cons
Pros:
- On-demand and unattended remote access
- Ability to deploy bulk updates
- High-level security (SSL, 256-bit AES encryption, 2FA)
Cons:
- Some features may require coding knowledge
- Might not be ideal for non-Zoho users
Best for creating personalized experiences with AI
Salesforce Service Cloud is a multi-channel helpdesk that enables businesses to deliver great customer experiences using AI-powered personalization.
Why I picked Salesforce Service Cloud: The software uses AI and automation to take care of repetitive tasks, so your agents can focus on giving top-notch support. AI features like chatbots and automatic triaging not only save time but also improve efficiency. The AI also makes sure customer queries go to the right agents with the right skills, providing a personalized support experience.
This software works well for businesses of all sizes and across different industries to offer personalized support through various channels. The AI can analyze customer interactions to give proactive service suggestions, anticipate needs, and tailor interactions on a large scale. The platform also has a drag-and-drop editor for building a self-service center, so customers can find answers on their own, enhancing the personalized support even more.
Salesforce Service Cloud Standout Features and Integrations
Standout features include omni-Channel Routing, which directs customer inquiries to the right agents based on skill set and availability, ensuring efficient and accurate responses. The platform also provides a comprehensive knowledge base, allowing agents to quickly access information and solutions to common issues, speeding up resolution times. Additionally, the Field Service feature supports mobile workforce management, ensuring that field technicians have the tools and information they need to provide excellent service.
Integrations include Freshdesk, CloudTalk, Twilio, Brandwatch, Paligo, Mailchimp, HubSpot CRM, Trello, TeamViewer, Smartsheet, Klaviyo, Aircall, Gainsight, and Conversocial.
Pros and cons
Pros:
- Effectively simplifies support procedures
- Adaptable to users’ needs
- Provides a unified view of interactions
Cons:
- Comes with a learning curve
- Can be cumbersome to implement
Front is a customer operations platform that consolidates communication channels into a single interface, aiming to improve the efficiency and visibility of business operations. Overall, Front strives to offer a balance between email flexibility and help desk organization, providing scalability for businesses of different sizes.
Why I picked Front: Front assists help desk operations by providing a platform that centralizes customer communications from various channels into a single interface, enabling teams to manage and respond to customer inquiries efficiently. It is designed to help businesses manage customer interactions, improve response times, and maintain a high level of organization in their customer service efforts.
For example, Front supports collaboration among team members by allowing them to share inboxes, comment on conversations, and assign tasks to one another. The tool also automates workflows to direct messages to the appropriate team members and provides analytics to track performance and customer satisfaction. Additionally, Front's knowledge base feature allows for quick access to information, and its live chat enables real-time customer engagement.
Front Standout Features and Integrations
Standout features include the platform's customer insights. Front's contact profiles consolidate customer information, providing a holistic view of previous interactions, contact details, and relevant context, which empowers teams to deliver personalized and informed responses. Front also enables teams to add internal notes and collaborate within contact profiles. Agents can share important updates, observations, or specific instructions with their colleagues.
Integrations include Aircall, Asana, Clickup, Dialpad, Bugpilot, FullContact, Chatra, Gainsight, Drift, and Calixa.
Pros and cons
Pros:
- Robust customization and automation
- Easy multi-channel integration
- Enhances team collaboration
Cons:
- Potentially slow response times
- Wide array of features can result in a steep learning curve for new users
Other Help Desk Software
Here are a few more worthwhile options for help desk management. Even though they didn’t make it into my top 10 selections, they’re still worth checking out if you need more options:
- NinjaOne
For endpoint management & alerting
- Hiver
For Gmail-based team collaboration
- 3CX
For managing multiple communication methods
- Tidio
For its mix of live support and chatbots
- Help Scout
Help desk software for creating no-code automations
- Intercom
Help desk chat widget for websites & apps
- Zendesk
AI-powered customer service solution for companies of all sizes
- SysAid
Help desk software for IT services
- Gladly
For advanced telephony features
- Freshservice
For AI-driven IT service management
- ManageEngine ServiceDesk Plus
Help desk software for IT support
- HelpDesk
For ticket collaboration
- Jira Service Management
Help desk software for internal departments
- Re:amaze
Help desk software for online businesses
- TeamSupport
For a B2B focused customer service platform
- SolarWinds Service Desk
IT service management (ITSM) solution
- ProProfs Help Desk
For managing customer emails using shared inbox
- Front
Ticketless help desk software
Related CX Software Lists
If you still haven’t found what you’re looking for here, check out these related customer experience management tools that I’ve tested and evaluated.
Helpdesk Software Selection Criteria
When selecting the best helpdesk tools to include in this list, I considered common buyer needs and pain points like the requirement for 24/7 availability through multiple support channels and the necessity for responsive and knowledgeable support teams. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
- Ticket management
- Knowledge base creation
- Multi-channel support
- Reporting and analytics
- Automation of repetitive tasks
Additional Standout Features (25% of total score)
- AI-driven response suggestions
- Customizable dashboards
- Integration with third-party apps
- Mobile app support
- Real-time collaboration tools
Usability (10% of total score)
- Intuitive interface design
- Minimal learning curve
- Clear navigation paths
- Customization options
- Fast response times
Onboarding (10% of total score)
- Availability of training videos
- Interactive product tours
- Comprehensive knowledge base
- Access to webinars and workshops
- Ease of data migration
Customer Support (10% of total score)
- 24/7 availability
- Multiple contact channels
- Quick response times
- Personalized support
- Access to technical experts
Value For Money (10% of total score)
- Competitive pricing
- Flexibility in subscription plans
- Transparency in additional costs
- Discounts for long-term commitments
- Free trial options
Customer Reviews (10% of total score)
- Overall satisfaction ratings
- Feedback on ease of use
- Support experience evaluations
- Functionality versus expectations
- Comments on reliability and uptime
How to Choose Helpdesk Software
It’s easy to get bogged down in comprehensive helpdesk functionality and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist on how to choose helpdesk software for your business or team:
Factor | What to Consider |
---|---|
Scalability | Ensure the software can grow with your team. Look for solutions that allow adding users or features as your business expands. |
Integrations | Check if it connects with your current tools like CRM systems or email platforms to streamline workflow. |
Customizability | Choose software that lets you tailor workflows and interfaces to fit your team's specific needs. |
Ease of Use | Opt for user-friendly interfaces that minimize training time and help your team get up to speed quickly. |
Budget | Consider both upfront costs and ongoing expenses. Ensure it fits within your financial plan long-term. |
Security Safeguards | Look for robust security features like data encryption and user authentication to protect sensitive information. |
Customer Support | Evaluate the level of support offered, such as 24/7 service or dedicated account managers, to assist when issues arise. |
Reporting Tools | Ensure the software provides analytics and reporting features to help track performance and identify areas for improvement. |
Trends in Helpdesk Software
In my research, I sourced countless product updates, press releases, and release logs from different helpdesk software vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-Powered Insights: Helpdesk software is increasingly utilizing AI to provide deeper insights into customer interactions. This can help businesses predict customer needs and automate responses, improving efficiency. Zoho's integration with ChatGPT enhances its AI chatbot Zia, offering intelligent content suggestions.
- Omnichannel Support: Providing support across multiple channels, such as chat, email, and phone, is becoming standard. This trend allows businesses to meet customers where they are, ensuring no interaction falls through the cracks. Many platforms are now making it easier to integrate these channels into a unified interface.
- Self-Service Portals: More helpdesk solutions are incorporating self-service options where customers can find answers and solutions without direct human intervention. This reduces the workload on support staff and empowers users to resolve issues on their own. Some vendors are integrating community forums to facilitate peer assistance.
- Data-Driven Personalization: Helpdesk tools are leveraging customer data to tailor support experiences. By analyzing past interactions and preferences, support teams can offer more personalized assistance, enhancing customer satisfaction. This trend is particularly strong in platforms that offer CRM integrations.
- Scalability for Growing Businesses: As companies grow, they need helpdesk solutions that can scale with them. Vendors are focusing on creating scalable pricing plans and flexible features that can accommodate both small teams and large enterprises. This ensures that businesses of all sizes can benefit from the same level of support capabilities.
What Is Helpdesk Software?
Helpdesk software is a tool that helps businesses manage customer support and service requests. It's typically used by customer service representatives, IT support teams, and other professionals who need to address customer or employee inquiries efficiently.
Helpdesk tools provide value by improving response times, organizing support tickets, and enhancing communication with users. Ticket management, automated responses, and reporting capabilities help with streamlining workflows, prioritizing tasks, and analyzing performance. Overall, these tools enhance the efficiency and effectiveness of customer support operations.
Features of Helpdesk Software
When selecting helpdesk software, keep an eye out for the following key features:
- Ticket management: Streamlines the process of tracking and managing customer support inquiries, ensuring no request is overlooked.
- Automation and AI: Automates repetitive tasks such as ticket assignment and response templates, saving time and reducing manual workload.
- Knowledge base: Provides a centralized repository of information for customers and support agents, improving self-service options and resolution times.
- Analytics and reporting: Offers insights into support team performance and customer satisfaction, allowing for data-driven decision-making.
- Multi-channel support: Enables handling of customer inquiries across various platforms like email, chat, interactive voice response (IVR), and social media, enhancing accessibility and user experience.
- Integration capabilities: Allows seamless connection with other business tools like CRM and email platforms, ensuring a unified workflow.
- Customizable dashboards: Provides personalized views and metrics tailored to specific roles, enhancing usability and efficiency for support teams.
- Role-based access: Ensures security by granting different levels of access permissions based on user roles within the organization.
- Real-time collaboration: Facilitates team communication and collaboration through shared workspaces and instant messaging, improving problem-solving speed.
- Feedback collection: Enables systematic gathering of customer feedback to inform service improvements and product development strategies.
Benefits Of Helpdesk Software
Implementing helpdesk software provides several benefits for your team and your business. Here are a few benefits of a helpdesk system you can look forward to:
- Improved customer support: Helpdesk software allows for efficient ticket management, ensuring that customer issues are addressed promptly and systematically.
- Centralized information management: With all customer interactions and data in one place, teams can access the necessary information quickly, reducing response times and improving service quality.
- Enhanced team collaboration: Features like shared ticket views and internal notes help team members work together effectively, leading to better problem resolution.
- Data-driven insights: Helpdesk solutions offer reporting tools that provide valuable insights into customer interactions and team performance, helping to identify areas for improvement.
- Integration with other tools: Many helpdesk systems integrate with CRM and other business tools, streamlining workflows and ensuring consistency across platforms.
Costs and Pricing of Helpdesk Software
Selecting helpdesk software 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 helpdesk software solutions:
Plan Comparison Table for Helpdesk Software
Plan Type | Average Price | Common Features |
---|---|---|
Free Plan | $0 | Basic ticketing system, limited customer support, and community forum access. |
Personal Plan | $5-$25/user/month | Email support, basic reporting, mobile app access, and limited integrations. |
Business Plan | $30-$60/user/month | Advanced reporting, multiple integrations, customization options, and automation. |
Enterprise Plan | $80-$150/user/month | Dedicated account manager, custom security features, advanced analytics, and premium support. |
Help Desk Software: Frequently Asked Questions
Do you have general questions about what help desk software has to offer or how to choose the best option for your organization? These answers to FAQs should point you in the right direction:
What's the difference between help desk software and customer service software?
Help desk software and customer service software are both important tools for CX professionals. While some functions do overlap, they are not the same. Here are some key points to help you differentiate these two systems:
Help desk software:
- Focused on managing incoming customer issues and day-to-date support requests
- Is tactical and typically has an internal ticketing system to log and track customer issues and resolutions
- Ultimate goal is to ensure no customer issues go unanswered
- Collects quantitative data on key metrics like response times and issue resolution rates
- ROI (return on investment) can be measured by your customer retention rate through efficient problem resolution
Customer service software:
- Has a broader focus of understanding and enhancing the entire customer experience
- Typically includes feedback tools, analytics, and links to CRM systems to provide a 360-degree view of the customer journey
- Ultimate goal is to align the customer’s experience with the business strategy and brand promise and understand the “why” behind customer interactions
- Collects qualitative data and insights, measuring the sentiment and satisfaction levels of customer interactions
- ROI can be measured by tracking customer journeys and correlating experiences with purchases and loyalty behaviors
What are the different types of help desk software available?
Here are different types of help desk software you can explore if you’re looking for something tailored to specific needs or organizational sizes:
- Help Desk Software for Small Businesses: Designed for smaller teams, this software is affordable, easy to use, and helps manage customer requests efficiently.
- Email Help Desk Software: Focuses on organizing customer queries sent via email, turning them into manageable tickets.
- Internal Help Desk Software: Helps employees get IT or HR support within the company by tracking and resolving their requests.
- Enterprise Help Desk Software: Built for large organizations, it handles high volumes of tickets and supports complex workflows.
- Help Desk Knowledge Bases for Customer Service: Provides a central library of articles and guides to help customers and agents solve problems faster.
- Simple Help Desk Software: Offers basic tools with an easy-to-navigate interface, perfect for teams new to help desks.
- Online Help Desk Software: Accessible from any browser, this tool helps teams manage customer requests remotely.
- Cloud Help Desk Software: Hosted online, it allows businesses to manage customer support without installing software on their devices.
How does helpdesk software use automation and AI?
Modern helpdesk software offers many automation and AI features to improve support efficiency and customer experience. Here are some key ones:
- Chatbots: Automatically handle common questions, provide instant replies, and guide users to the right solutions.
- Ticket routing: Uses AI to assign tickets to the best-suited team members based on priority, topic, or workload.
- Response suggestions: AI analyzes queries and suggests pre-written replies to speed up responses.
- Automated workflows: Simplifies repetitive tasks like follow-ups, ticket status updates, and sending reminders.
- Sentiment analysis: Detects customer emotions from messages and alerts agents about frustrated users.
- Knowledge base automation: Recommends helpful articles or solutions to users based on their questions.
- Performance analytics: AI provides insights into response times, ticket trends, and agent performance for better decision-making.
- Language translation: Automatically translates messages to and from different languages for global support.
These features make helpdesk software smarter, faster, and more user-friendly.
What is ITIL and ITSM compliance in helpdesks?
ITIL (Information Technology Infrastructure Library) and ITSM (IT Service Management) compliance in helpdesks means following best practices to deliver efficient and consistent IT support services.
ITIL provides a set of guidelines for processes like incident management, problem resolution, and change management, ensuring that helpdesks operate in a standardized and organized way.
ITSM compliance ensures the helpdesk aligns with broader IT service delivery goals, focusing on meeting user needs and improving service quality.
Together, they help helpdesk software provide better workflows, faster issue resolution, and a more reliable experience for both IT teams and users.
What security features does helpdesk softwarehave?
Here’s a list of common security features found in helpdesk software:
- Role-Based Access Control (RBAC): Ensures users only access the information and tools relevant to their role.
- Data Encryption: Protects sensitive data during transmission and storage using encryption protocols.
- Audit Logs: Keeps detailed records of actions taken in the system to track changes and detect unauthorized activity.
- Two-Factor Authentication (2FA): Adds an extra layer of security by requiring a second verification step for user logins.
- Secure API Integrations: Ensures third-party connections follow security standards to prevent data leaks or breaches.
- Regular Security Updates: Provides frequent patches and updates to address vulnerabilities and improve protection.
- IP Whitelisting: Limits access to the helpdesk system to specific, approved IP addresses for added control.
What are helpdesk self-service portals?
Helpdesk self-service portals are online platforms that allow users to find answers to their questions and resolve issues without needing direct help from support staff. These portals typically include features like a knowledge base with FAQs and guides, community forums for peer assistance, and tools to submit and track support tickets. By empowering users to solve common problems on their own, self-service portals reduce the workload on helpdesk teams and improve user satisfaction with faster, more convenient solutions.
Are there helpdesk specialized solutions for different industries?
Yes, there are helpdesk solutions specialized for different industries. Here are some examples:
- Healthcare Helpdesk: Includes HIPAA compliance, patient record management, and secure communication features.
- Education Helpdesk: Offers tools for managing student and faculty support, such as ticketing for IT and campus services.
- E-commerce Helpdesk: Focuses on customer support features like order tracking, refunds, and real-time chat.
- Financial Services Helpdesk: Provides secure ticketing systems with compliance for financial regulations like PCI DSS.
- IT Helpdesk: Tailored for IT service management (ITSM) with advanced asset tracking, incident management, and automation tools.
- Retail Helpdesk: Supports omnichannel customer inquiries and integrates with POS systems for seamless assistance.
- Government Helpdesk: Ensures adherence to government regulations and offers secure solutions for public service inquiries.
What to look for in helpdesk customization and user interface?
When evaluating helpdesk customization and user interface, consider these key features:
- Customizable Workflows: Ability to adapt ticketing and support processes to fit your team’s unique needs.
- Branded User Interface: Options to personalize the portal with your company’s logo, colors, and branding.
- Drag-and-Drop Tools: Simplifies layout adjustments for dashboards and reports without coding.
- Dynamic Fields: Lets you tailor forms and tickets with relevant fields for specific queries or issues.
- Language and Localization: Support for multiple languages and regional settings for global teams and customers.
- Role-Specific Dashboards: Custom views based on the user’s role, such as agents, managers, or customers.
- Ease of Navigation: Intuitive design with clear menus, quick-access buttons, and minimal clutter.
Transform Your Helpdesk Experience
This list contains the best help desk software around. Before deciding which one to choose, I recommend clearly defining your needs. You can then research which products offer these features.
The next step is to test out a few of the services. All tools on this list offer either a free trial or a free product demo. This will give you a better idea of the pros and cons of each solution. If you're running a small customer support operation, you may even be able to get away with using a free helpdesk plan too (though note, the features will be limited).
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