20 Best Online Help Desk Software Of 2025 For Support Teams

Freshdesk is a multi-use online help desk software that works well for businesses that operate a call center setting.

Why I picked Freshdesk: After implementing Freshdesk, your call center will get access to various tools, such as a shared inbox, knowledge base tools, and chat capabilities, which make it simple for you and your teams to manage support requests. Freshdesk also provides an incoming call minutes allowance so your customer support agents can handle customer phone calls. If your organization needs a wide range of integrations, Freshdesk will be a great benefit, thanks to its ability to integrate with over 1,000 third-party apps.

Freshdesk helps any sized business implement a help desk in their operations that’s customizable to their requirements. It provides an AI tool it calls Freddy, and what Freddy allows you to do is automate ticket routing to your best agents. Freshdesk has built-in reporting and data capabilities that enable you to refine support processes across multiple communication channels. You can also use the platform’s social media integration to convert brand mentions and messages into tickets your agents can respond to.

Freshdesk Standout Features and Integrations

Features include a team inbox, agent collision detection, SLA management, ticket field suggester, custom ticket status, team huddle, linked tickets, shared ownership, ticket dispatch, intelligent ticket assignment, and time-triggered automation.

Integrations include Google Calendar, Slack, Mailchimp, Google Analytics, Office 365, Freshsales, Dropbox, HubSpot CRM, Microsoft Teams, Harvest, Zoho CRM, Pipedrive, Chargebee, 3CX, Asana, Magento, and Zapier.

Freshdesk costs from $18/user/month when paying monthly or $15/user/month when billed annually. Freshdesk offers a free 14-day trial for new subscribers. The vendor also provides a free forever subscription tier.

monday Service is a platform designed to help organizations manage and track support queries, resolve issues, and analyze ticket metrics efficiently. It serves as a comprehensive hub for handling requests, providing status updates, and managing support resources.

Why I picked monday Service: One of its standout features is smart automation powered by AI, which helps enhance service operations from start to finish. This includes automatic ticket classification and smart ticket routing, ensuring that support tickets are directed to the appropriate team members without delay. The software also provides self-service customer experiences, enabling customers to resolve common issues on their own.

monday Service Standout Features and Integrations

Features include visual dashboards that provide real-time insights into ticket statuses, helping teams stay on top of performance metrics and improve response times. Additionally, monday Service supports knowledge base assistance for agents, giving them easy access to relevant information and solutions when addressing customer inquiries.

Integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, GitHub, Zoom, Outlook, HubSpot, Trello, Dropbox, and OneDrive.

Hiver is an AI-powered customer service platform designed to enhance your team's ability to manage and resolve customer inquiries.

Why I Picked Hiver: One of Hiver's most stand out features is its shared inbox capability. This allows your team to centralize all customer communications, ensuring that no inquiry is overlooked. With shared inboxes, you can easily assign ownership to specific team members, making it a breeze to track who is handling what, thereby improving accountability and response times.

Another reason I chose Hiver is for its ability to automate ticket routing and categorization, helping your team spends less time on administrative tasks and more time addressing customer needs. With these capabilities, your team can easily manage high volumes of helpdesk inquiries without compromising on quality.

Hiver Standout Features and Integrations

Features include a detailed analytics suite, self-service options such as AI chatbots and a customer portal, an intuitive knowledge base, omnichannel inboxes, and customer portal access.

Integrations include Zapier, Salesforce, HubSpot, Slack, Microsoft Teams, monday.com, ClickUp, Asana, Google Sheets, Pipedrive, Trello, and Zendesk Sell.

Salesforce Service Cloud helps businesses provide complete customer experiences by using artificial intelligence.

Why I picked Salesforce Service Cloud: The software uses artificial intelligence and process automation tools to help your agents eliminate repetitive tasks and focus on providing excellent support. The AI goes beyond helping your agents provide high-level customer service thanks to the AI tools such as chatbots and automatic triaging that reduces handle times. Salesforce Service Cloud’s AI also ensures agents with the right expertise handle specific customer queries.

Salesforce Service Cloud is suitable for organizations of all sizes across various industries that need tools to strengthen customer engagement. You can use the platform to provide personalized support to customers across multiple channels whenever needed. Salesforce Service Cloud also provides a drag-and-drop editor that allows you to build a self-service center to enable customers to help themselves.

Salesforce Service Cloud Standout Features and Integrations

Features include intelligent automation and workflows, case management, omnichannel routing, knowledge management, reporting and analytics, telephony and voice tools, customer service incident management, remote assistance, and real-time chat.

Integrations include Freshdesk, CloudTalk, Twilio, Brandwatch, Paligo, Mailchimp, HubSpot CRM, Trello, TeamViewer, Smartsheet, Klaviyo, Aircall, Gainsight, and Conversocial.

Salesforce Service Cloud costs from $25/user/month, billed annually. Salesforce Service Cloud offers a free 30-day trial for new subscribers.

SAAS First is a cloud-based help desk solution designed to enhance communication between your team and customers. By offering a centralized platform, it simplifies the process of managing customer interactions, ensuring efficient and effective support. 

Why I picked SAAS First: One standout feature of SAAS First is its AI-powered assistance. The platform includes Milly, an AI-driven chatbot capable of answering customer questions 24/7. Milly learns from your knowledge base and external resources, understands message context, responds in multiple languages, and helps craft email replies. SAAS First also allows you to handle and reply to all customer communications from a single, integrated platform, regardless of the channel. This unified approach enables collaboration within your team and ensures that no customer inquiry goes unnoticed.

SAAS First Standout Features and Integrations

Features include a comprehensive knowledge base that empowers your customers with self-service options, available 24/7 and integrated with your chat system to showcase relevant articles proactively. Additionally, SAAS First offers unlimited data collection and storage, providing deep insights into customer behavior to help you understand them better. 

Integrations include WhatsApp, Facebook, and SMS by Twilio.

Zoho Desk is an online help desk software that supports omni-channel customer service operations and can centralize your email, social media, web chat, and voice calling in one place.

Why I picked Zoho Desk: This software offers a comprehensive feature set for help desk management, including self-service resources and team collaboration tools. But what really stands out about it is its capacity for automating your workflows. This allows you to standardize your support protocols, alleviate your team's manual workload, and onboard new agents quickly.

The workflow builder is a simple, drag-and-drop interface. You can set up specific actions and outcomes, dependent on specified conditions. Your team will have the same set of best practices to follow for common customer requests, saving them time and creating consistency in the customer experience.

Zoho Desk Standout Features and Integrations

Features include ticket management, auto-tag tickets, sentiment analysis, Zia notifications, Zia dashboard, reply assistant, self-service tools, CRM integration, custom functions, SDKs, marketplace and platform, APIs, reports and dashboards, time tracking, multi-brand help center, domain mapping, and user and access management.

Integrations include Twilio, RingCentral, Amazon Connect, Ozonetel, Exotel, Knowlarity, Jive, sipgate, JustCall, ringover, and other software options.

Zoho Desk costs from $20 per user, per month, and a 15-day free trial is available.

Front is a customer service software with omnichannel help desk management capabilities. It centralizes your customer communications from email, live chat, and SMS in a single place.

Why I picked Front: I chose to include this platform on my list because of its automation features. Not only does it bring together your comms in a shared collaborative inbox, it can also automatically categorize and route incoming requests to the most suitable agent. This helps create a consistent and exceptional customer experience, providing the best possible support from the outset.

To avoid the need to jump in between customer communications and personal threads, the software provides in-discussion private chats. Team members can tag each other and send hidden direct messages right from within the conversation with the customer, helping to keep support active, contextual, and efficient.

Front Standout Features and Integrations

Features include omnichannel communication, collaborative inbox, workflow automation, knowledge base, live chat, chatbots, GDPR and SOC II compliance, custom roles and permissions, and analytics and reporting tools.

Integrations include WhatsApp, Dialpad, Twilio, Intercom, Facebook, Instagram, Slack, Twitter, Asana, HubSpot, Jira, and Salesforce, among others. An API is also available to build custom integrations with.

Pricing for Front starts at $19 per user, per month when billed annually, and a 7 day free trial is available.

Zoho Assist is a remote support and access solution designed to facilitate secure and reliable assistance to customers through remote access to computers. It distinguishes itself for its focus on security, offering session recording capabilities that cater to businesses prioritizing secure and accountable remote support interactions.

Why I picked Zoho Assist: I chose this software because it offers a secure cloud-based solution that caters to both remote support and remote access needs, ensuring enterprise-grade security across various platforms. What makes Zoho Assist different is its emphasis on customizable features that enable technicians to provide immediate assistance through remote support sessions and manage computers without end-user presence via unattended access.

Zoho Assist Standout Features and Integrations

Features include file transfers during sessions, session recording for accountability, and annotations for clear communication. Additionally, the software offers advanced reporting for tracking support activities, mobile apps for on-the-go support, and API/SDK integration for system compatibility.

Integrations include service desk, help desk, and CRM solutions like Zendesk, Service Now, Slack, MS Teams, Freshdesk, and Jira. Additionally, it supports the integration of remote support capabilities with your Kiosks, Android/iOS Apps, OEM devices, and ITSM solutions.

Tidio is a platform designed to help teams manage customer support across chat, email, and social media in a single inbox. It’s built for fast setup and supports automation, multilingual communication, and analytics to improve how service teams prioritize and handle requests. Tidio is used by businesses of all sizes and supports over 120 integrations, including key platforms like Shopify, HubSpot, and Salesforce.

Why I picked Tidio: One of the features that stood out to me is the Lyro AI Agent. It can respond to repetitive customer questions, scan and triage incoming emails, and help route tickets without agent input. This can be especially helpful if your team handles a high volume of support requests and needs a way to reduce manual effort. Tidio also includes multilingual communication, so teams serving international customers can respond in up to 12 languages without relying on external translation tools.

Tidio Standout Features and Integrations

Features include canned responses, a customizable live chat widget, visitor tracking, mobile access for agents, and a collaborative inbox for team-based message handling. These features help teams stay organized and respond quickly while maintaining visibility into active conversations.

Integrations include Shopify, WordPress, WooCommerce, Mailchimp, HubSpot, Salesforce, Zendesk, Zapier, WhatsApp, Messenger, Instagram, and Google Analytics.

ProProfs Help Desk helps businesses focus on enhancing customer interactions so everyone has a positive experience.

Why I picked ProProfs Help Desk: The platform provides your business with customer interaction management capabilities that enable your agents to respond to customer queries, offer 24/7 assistance, and connect with them. ProProfs Help Desk helps your agents offer promptness, personalization, empathy, and assurance when interacting with customers. You can use the platform to get an overview of past customer interactions and activities so your agents can provide a personal touch to future conversations. For more effective customer interaction management, you can use ProProfs Help Desk’s team collaboration capabilities to help your agents work together and make customers happy.

ProProfs Help Desk works for organizations of all sizes that need a solution catered to the growing needs of customers within their industries. It’s a cloud-based ticketing system that is well known for its shared inbox feature, where your agents can access, view, and assign tickets to the right team member while working in a collaborative space. Your managers can use ProProfs Help Desk to prioritize, label, and mark tickets that require immediate attention.

ProProfs Help Desk Standout Features and Integrations

Features include shared inboxes, notification templates, customizable agent availability, ticket exporting, team management, ticket history, roles and permissions, internal chat, omnichannel support, SLA management, real-time chat support, and automated responses.

Integrations include Salesforce and Microsoft Dynamics CRM.