10 Best Internal Help Desk Software Shortlist
Here's my pick of the 10 best software from the 27 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
With so many different internal help desk software available, finding the right one for your needs is tough. You know you want software to help you centralize and resolve your internal support requests and queries, but you need to figure out which system is best. In this article, I'll help you make this choice easier by sharing my insights on the best internal help desk software to track requests, streamline communication, and improve your operational efficiency.
What is Internal Help Desk Software?
Internal help desk software is a tool that helps companies manage internal support or service requests from their employees. They automate receiving, tracking, and resolving internal issues through features such as automated responses, ticket management, an internal knowledge base, and reporting and analytics.
Implementing an internal help desk offers numerous benefits, including improved efficiency, enhanced communication, and increased employee satisfaction by addressing employee needs faster. The data gathered by internal help desk software can also help companies uncover weak spots so they can improve their internal processes.
The 10 Best Internal Help Desk Software Summary
Tool | Best For | Trial Info | Price | ||
---|---|---|---|---|---|
1 | 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 |
2 | Zoho Assist Record a session as you troubleshoot a remote desktop or configure unattended devices. | Best for remote support training | 15-day free trial available | From $12/month | Website |
3 | Best cloud-based system for customizing interdepartmental services | 15-day free trial | From $7/user/month (billed annually) | Website | |
4 | Freshdesk Freshdesk provides a centralized place manage, prioritize, and resolve internal tickets. | Best for AI-driven ticketing and support | 14-day free trial + free plan available | From $15/user/month (billed annually) | Website |
5 | SysAid SysAid automates service desk processes from logging incidents to resolution. | Best for IT service automation | 30-day free trial | Pricing upon request | Website |
6 | Freshservice Freshservice offers AI and automation that streamline manual tasks. | Best for IT support with integrated collaboration tools | 21-day free trial | From $19/user/month (billed annually) | Website |
7 | Guru The platform connects your knowledge base with your existing tech stack and workflows, bringing intelligence to your teams. | Best for self-serve in existing workflows | 30-day free trial | From $10/user/month | Website |
8 | monday Service monday service offers no-code customization for IT teams to manage internal support efficiently. | Best for no-code customization | Free trial available | From $26/seat/month (3 seat minimum) | Website |
9 | Hiver Hiver helps users turn their Gmail into a help desk. | Best for companies who are all about Google | 7-day free trial | From $15/user/month (billed annually) | Website |
10 | Vision Helpdesk Vision offers incident management through any device for support on the go. | Best satellite help desk software for managing multiple brands in one location | 30-day free trial | From $10/agent/month | Website |
Overviews of the 10 Best Internal Help Desk Software
Here’s a brief description of each internal help desk software that showcases each vendor’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 too.
Issuetrak is a ticket management software designed to assist businesses in handling customer support issues, IT incidents, and internal requests.
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
Key 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:
- User-friendly interface
- Quick and simple setup
- Highly customizable system to fit specific needs
Cons:
- Steep learning curve for new users
- Limitations on field customization
Zoho Assist is a comprehensive remote support and screen sharing software that empowers customer service teams to provide efficient and personalized assistance to their customers.
Why I picked Zoho Assist: This tool is great at allowing customer support teams to assist users using a variety of features. You can navigate multiple monitors, engage with the client through chat, voice call and video call, run diagnostics, power on/off devices without external intervention and so much more. However, I particularly like its ability to record sessions and store them in a repository that your team can search through and access at a later time.
This makes Zoho Assist a great tool for training future customer reps that join the team. It also allows you to build a knowledge base that everyone can access to answer questions they might have during a support session. Finally, it makes for a great resource to conduct audits and look back on session proceedings.
Zoho Assist Standout Features & Integrations
Features include multi-platform support and 'Wake on LAN'. The customer support team can access multiple devices, including Windows, Mac, Linux, iOS, Android, and Raspberry Pi. This covers almost any device you can think of and makes it easier for your team to do their job. The 'Wake on LAN' feature allows your team to turn on shutdown computers with a single click.
Integrations include Zendesk, ServiceNow, Jira, Spiceworks, Freshdesk, Slack, MS Teams, Zoho Desk, and ZohoSalesIQ. You can also build custom integrations with your current tech stack using the Zoho Assist API.
Pros and cons
Pros:
- On-demand and unattended remote access
- Ability to deploy bulk updates
- Enterprise-grade security
Cons:
- Some features may require coding knowledge
- Session recording only available in enterprise plan
Best cloud-based system for customizing interdepartmental services
Freshdesk is a helpdesk software that utilizes AI to assist teams in delivering timely and consistent support at any scale, whether it's for customers or internal teams.
Why I picked Freshdesk: I chose Freshdesk for its AI-driven ticketing and support capabilities. This feature can automate repetitive tasks such as ticket categorization, prioritization, and routing, allowing support teams to focus on more complex issues facing internal teams.
Furthermore, the generative AI assistance feature assists agents at every step, helping them deliver accurate resolutions and improve productivity. AI is also used to analyze support data and provide insights that help optimize internal support operations.
Freshdesk Standout Features & Integrations
Features include customization options, reporting and analytics, self-service portals, knowledge bases, SLA management, interaction analysis, multi-language support, API access, collaboration capabilities, a mobile app, community forums, live chat, ticket dispatch, satisfaction surveys, time tracking, and ticket merging.
Integrations include Salesforce, Shopify, Slack, Mailchimp, Microsoft Teams, WhatsApp, and more.
Pros and cons
Pros:
- Automation and workflow management
- Self-service helpdesk
- Robust ticket management features
Cons:
- Multilingual knowledge base limited to higher-tier plans
- Lack of custom reports
SysAid is a comprehensive IT service management (ITSM) and help desk software solution designed to enhance and streamline IT operations for organizations of all sizes. With its robust suite of tools, SysAid enables businesses to efficiently manage their IT services, support, and infrastructure.
Why I picked SysAid: As an internal help desk software, SysAid stands out for its advanced IT service automation capabilities. By leveraging automation, SysAid reduces the manual workload on IT teams, allowing them to focus on more strategic tasks. Automated ticket routing, escalation, and resolution ensure that incidents and service requests are handled promptly and efficiently.
Additionally, SysAid offers powerful self-service features that help end-users to resolve common issues independently. With a comprehensive knowledge base and automated self-service portal, employees can quickly find solutions to their problems without needing to contact the IT department.
SysAid Standout Features and Integrations
Features include asset management, change management, problem management, incident management, service request management, a knowledge base, reporting and analytics, SLA management, remote control, patch management, network discovery, and monitoring, IT benchmarking, workflow automation, service catalog, and mobile device management.
Integrations include Microsoft Active Directory, LDAP, Microsoft Azure, Office 365, Google Workspace, Salesforce, Jira, Slack, Microsoft Teams, Zapier, Zoom, FreshBooks, QuickBooks, Dropbox, OneDrive, AWS, and VMware.
Pros and cons
Pros:
- Self-service portal is available
- Comprehensive automation capabilities
- User-friendly interface
Cons:
- Reports could be more customizable
- Set up may require time
This internal help desk software from Freshdesk strives to deliver customer-grade support for employees through integrated collaboration tools, AI ticket deflection, and comprehensive self-service portals.
The Freshservice AI is one feature that goes beyond the basics, with fast service delivery and incident management that encompasses logging, classification, prioritization, investigation, resolution, and closure. It even offers escalation tools as needed. Freshservice enables multichannel internal support for all teams.
The internal help desk tools are categorized separately from other Freshdesk services and can support small businesses and enterprise-level organizations at different tiers. They also offer a variety of add-ons, including SaaS management, project management, and business agents.
Freshservice Standout Features and Integrations
Features include change management, incident management, workspaces, knowledge management, employee onboarding, and asset management, IT service management comes with automated alert grouping, on-call management, and intelligent alert management rules.
Integrations include Jira, Detailr, Google Hangouts, Instagram, Office 365 Calendar, Skype, TeamViewer, Trello, WhatsApp, and YouTube. Freshservice offers free and paid app integrations.
Pros and cons
Pros:
- Easy to use
- Flexible, customizable tools
- API and workflow automation
Cons:
- Lacks some agent-side features
- Slow user interface
Guru is an AI-powered enterprise search, intranet, and wiki tool. Users can connect all their apps, documents, and chats to the platform to get instant answers in their existing workflows.
Why I picked Guru: I chose to include Guru on my list not only because of its AI-powered enterprise search, but also because it offers a customizable employee engagement hub and an automated, centralized knowledge base. It's a truly integrated system that brings key, up-to-date knowledge to employees where they're already working.
The platform also stands out for its zero-data retention policy, private AI models, and role-based access control. All of these features make it a highly secure option for your internal knowledge base and help desk.
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
- Excels in organizing and managing knowledge
- AI-powered helpdesk suggestions
Cons:
- Limited offline capabilities
- Comes with a learning curve
monday service is a customizable service platform to manage and automate service operations and processes. It offers a range of out-of-the-box solutions for various service use cases, including ticket management, multi-channel support, and AI-driven automations.
Why I picked monday service: The software's no-code setup allows users to create workflows tailored to their team’s unique needs. With customizable workflows, you can design processes that suit how your team operates. Plus, the visual dashboards help you see support requests in real time and prioritize tasks accordingly.
monday service Standout Features and Integrations
Features include automations to help your team can focus on resolving issues rather than repetitive tasks. Real-time notifications to keep teams informed, and reporting tools offer performance insights.
Integrations include Slack, Zoom, Microsoft Teams, Google Drive, Dropbox, Jira, HubSpot, Salesforce, GitHub, and Gmail.
Pros and cons
Pros:
- Scales well with growing teams
- Highly customizable workflows
- Visual tracking of support requests
Cons:
- Limited mobile app functionality
- May take time to configure
This help desk and customer service solution is the first platform built for the Google Workspace. Users can help colleagues internally and communicate with customers through a tool they already know how to use — Gmail.
Using a Google-based interface allows your agents to assign, track, and collaborate on all emails, running all advanced analytics and automations through the Gmail interface. Any team that already knows how to use Google tools doesn’t have to learn the quirks and navigation of a new platform to start working.
Hiver offers separate customer service and ITSM support plans, depending on your needs. They provide solutions for a variety of industries, including logistics, travel, real estate, non-profit, and education.
Hiver Standout Features and Integrations
Features include ticket assignment and tracking for IT support, automation for tasks and workflows, deep insights about team performance, shared inbox management, real-time feedback, KPI tracking, and collaboration tools.
Integrations include Aircall, Asana, Jira, Maintenance Care, Okta, Salesforce, Slack, WhatsApp, Y Meadows, and Zapier.
Pros and cons
Pros:
- Works inside Gmail
- Setup in under an hour
- 24/7 guided support
Cons:
- No ERP Netsuite integration
- No live dashboard with SLA highlights
Best satellite help desk software for managing multiple brands in one location
Vision Helpdesk offers four distinct help desk solutions, including a basic help desk ticketing system for incident or service requests, ITIL/ITSM service desk for IT team needs, live chat software for real-time, multi-company communication, and a satellite help desk option for managing more than one brand in the same location.
With the satellite help desk, Vision Helpdesk offers customer support and IT service desk functionality for multiple products, brands, or companies in one place. However, even with the help desk managing more than one business, the system maintains complete isolation for each category, end user, and staff.
Vision Helpdesk supports SaaS cloud licensing, a recurring license download, and a one-time license download to suit your business needs. Each one has a tiered system based on the number of agents in your organization.
Vision Helpdesk Standout Features and Integrations
Features include incident management, multi-language and time zone capabilities, CMDB asset management, incident billing and time tracking, form builder, and change management. Each type of help desk has some unique features.
Integrations include 2SMS, Active Directory, Clickatell, Clientexec, Drupal, Facebook, Microsoft Office, PayPal, Twitter, and WHMCS. Vision Helpdesk also has iPhone and Android apps.
Pros and cons
Pros:
- Simple software solution
- Minimal training requirements
- Tons of real-time reports
Cons:
- Limited integrations
- Report duration is up to three months
Other Options
Here are a few more worthwhile options that didn’t make the best internal help desk software list:
- HappyFox
For multilingual customer and colleague support
- Intercom
For automated service that allows users to speed and scale
- Help Scout
For growing teams and scaling businesses
- ServiceDesk Plus
Cloud-based help desk for a 360° approach to IT service management
- Zendesk
For centralized HR and IT support
- Jitbit Helpdesk
For self-hosted, email-first functionality
- Kayako
For viewing internal interactions with colleagues
- SolarWinds
For full-stack observability for on-premise, cloud, and hybrid solutions
- LiveAgent
For multilingual support
- OneDesk
For help desk needs through web, cloud, and mobile app
- ProProfs Help Desk
Help desk platform for single-inbox ticket management
- Mojo IT Helpdesk
Service platform for centralizing IT and maintenance requests
- Front
Help desk software for centralizing messaging across all channels
- Zoho Desk
Cloud-based system for customizing interdepartmental services
- HubSpot Help Desk
For organizing incoming tickets through chat and email
- Gorgias
Help desk for internal management of ecommerce businesses
- Jira Service Management
IT service solution to manage multiple departments
How I Selected the Best Internal Help Desk Software
If you’re wondering how I chose the best internal help desk software for this list, it was quite a process. I started by aggregating all those options with high user satisfaction ratings. This was an extensive list and needed a little more filtering. I put together some criteria to narrow this list by comparing them one to the other. Finally, I used my years of CX Lead experience to pinpoint which ones had the features that added a lot of value.
Selection Criteria
Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best internal help desk software for this article.
Usability
In addition to ensuring these software options are easy to learn and intuitive to navigate, usability also refers to essential functionality for more reliability. This list contains software that has cloud, web, and/or mobile functionality to provide more options for various workflows.
Standout Features
Wondering which features are essential to any internal help desk software? All the options on this list have more than just the basics. The software options on this list provide omnichannel support capabilities and scalability that grows with your organization.
Software Integrations
Your company probably uses several internal management software to enhance productivity and efficiency. With integration capabilities that connect you to the most commonly used tools, your help desk software can ensure two-way data sharing that keeps up with everything and everyone.
Pricing
Businesses come in all shapes and sizes, so there needs to be variety and versatility in the pricing for the tools on this list. I included help desk software for small businesses and large organizations with transparent, tiered pricing that offers more advanced features as you grow.
People Also Ask
If you want to learn more about the basics of internal help desk software, I have some answers to get you started. Check out the most frequently asked questions below.
What's the difference between an internal help desk and a customer service help desk?
Internal help desk software is a different tool than the helpdesk you use for customer support. Unlike customer service help desks, internal help desk software is designed to support your own team. If you want to provide a service desk for the people in your organization, internal help desk platforms provide a virtual solution with a central repository for internal communications about issues and a knowledge base of relevant information for automating workflow.
There is a lot of crossover between customer and team help desks, so you can expect most software to provide support for both. Some of the most common internal help desk tools provide support for IT and HR departments.
What are the benefits of internal help desk software?
The most important part of internal help desk software is to track support requests for your team, sending them to the appropriate service agents and helping with faster resolution through automations and rules-based management. Some of the most significant benefits of help desk software you can expect include:
- More efficiency with automated tasks, like status updates and ticket routing, that allows your service team to spend more time resolving tickets.
- Better communication with chat channels that integrate into the tool to aggregate help requests and follow-ups.
- Improved organization by tracking tickets and managing support requests in one centralized location.
- Powerful reporting that provides valuable data about internal operations and necessary updates.
What are the key features of internal help desk software?
Whether you’re looking for IT, HR, or general internal help desk software, there are several features that are essential across the board. The key features of powerful internal help desk software include:
- Ticket automation: Automating tickets can help optimize your agents’ time with more even issue distribution among your team to speed up response time and establish a ticketing escalation process.
- Self-service portal: Many times, solutions to IT and HR problems can be resolved with a self-service portal. This type of portal provides 24/7 access to common concerns and questions without the need to involve a live agent.
- Service level management: SLAs route tickets based on knowledge level and skills. They provide signals for support agents that can ensure they prioritize tickets by urgency.
- Asset management integration: Any internal help desk team will need to manage hardware maintenance, so you need a solution that tracks and organizes these needs alongside the needs of your team.
Interested in learning more? Read our detailed breakdown of how help desk software can help your business.
Other Help Desk Software Reviews
Are you looking for a different type of help desk software? You may want to check out these other top 10 lists as well:
- Help Desk Software: Reviewed & Compared
- Help Desk Software for Small Businesses
- Help Desk Knowledge Bases for Customer Service
- Online Help Desk Software
- Simple Help Desk Software for Ease of Use
- Email Help Desk Software
- Enterprise Help Desk Software
- Cloud Help Desk Software
- Best Free Help Desk Software
If you need a little more help refining your selection process, we have several tips to help you choose help desk software as well.
What Do You Think?
This list provides you with some of the best internal help desk software available. Once you clearly define your needs, you can decide which product offers the best solutions for your business. You might also consider exploring a few other tool listicles, including 10 Best Help Desk Software For Small Business for more targeted solutions.
If you’re looking for more insights from the top thinkers in help desk management, The CX Lead is here to help. Sign up for the newsletter to get up-to-the-minute advice for the internal and external aspects of running your company.