20 Best Online Help Desk Software In 2023

LiveAgent focuses on simplicity while providing businesses with robust online help desk capabilities.

Why I picked LiveAgent: Like many help desk platforms, LiveAgent provides many features you can use to give your customers excellent experiences from a simple tool. The platform’s easy-to-use interface and intuitive features are similar to what you might find in popular social media platforms. LiveAgent also provides your agents with a universal inbox where they can work on incoming customer tickets, tag and add notes to issues, and automate canned messages.

LiveAgent provides an online help desk platform for small and medium-sized businesses searching for a solution to help them provide excellent experiences to customers around the globe. All of the tools within LiveAgent are easily customizable, which allows you to create and simplify workflows to your requirements. Also, the software offers intelligence tools, including analytics, performance reports, agent rankings, and other data features.

LiveAgent Standout Features and Integrations

Features include agent collision detection, agent ranking, canned messages, automated ticket distribution, chat history, time tracking, ticket export, service level agreements, max queue length, customer feedback and suggestions, and website visitor tracking.

Integrations include CloudTalk, ProjectManager, GetResponse, Mailchimp, Google Analytics, Slack, Post Affiliate Pro, Zapier, Shopify, AWeber, Wufoo, Klipfolio, OpenCart, and Highrise.

LiveAgent costs from $12/user/month when paying monthly or $9/user/month when billed annually. LiveAgent offers a free 30-day trial for new subscribers who sign up under a company email or a 7-day trial for anyone signing up under a free email address.

NinjaOne helps IT businesses simplify how their teams work by providing robust ticketing automation capabilities.

Why I picked NinjaOne: The platform is another help desk solution that focuses on providing IT organizations with features to enhance customers’ experiences. With NinjaOne, your business will get a comprehensive ticket automation platform to help with manual tasks. The platform will automatically populate critical information into service tickets and use robust automation rules and alerts to create, route, and escalate tickets. This will help your organization ensure every IT technician receives the correct ticket so they can properly utilize their expertise.

NinjaOne is suitable for any sized IT organization that needs online help desk software that will help technicians be quick on their feet when it comes to remediation. NinjaOne provides your businesses with help desk capabilities that facilitate advanced ticketing capabilities by linking the tickets the tool generates to respective end users, devices, and companies. With unified tools and features, your technicians can use the software to provide efficient support from a centralized area.

NinjaOne Standout Features and Integrations

Features include customizable branding, interaction tracking, knowledge base, document storage, IT asset management, omnichannel communication, network monitoring, incident management, real-time chat, and a self-service portal.

Integrations include Supportbench, HaloPSA, ConnectWise, TeamViewer, Okta, OneLogin, Liongard, Narmada, BrightGauge, ScalePad, PagerDuty, Slack, StorageCraft, and SherpaDesk.

NinjaOne offers custom pricing upon request. NinjaOne provides a free trial but doesn’t specify its length.

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.

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 21-day trial for new subscribers. The vendor also provides a free forever subscription tier.

Help Scout provides an all-in-one help desk software that enables businesses to prioritize customer satisfaction.

Why I picked Help Scout: The platform is an all-in-one solution that provides you with nearly every feature you need to simplify help desk processes. Help Scout helps you and your support agents manage customer support requests from a centralized location. So, your customers can reach your company using the channel they prefer, and your team can handle their requests from a single source.

Help Scout helps businesses of any size that need online help desk software that provides the necessary tools to deliver excellent customer experiences. The platform comes with pre-built dashboards out-of-the-box, so you can see your team’s performance immediately. You can also create custom reports within Help Scout that will allow you to focus on the metrics that matter most.

Help Scout Standout Features and Integrations

Features include a knowledge base, queue management, workflow management, email management, live chat, performance metrics, a self-service portal, network monitoring, real-time chat, IT asset management, document storage, and automated routing.

Integrations include HubSpot, Jira, Salesforce, Slack, Mailchimp, Freshbooks, CircleLoop, Olark, Shopify, Pipedrive, Infusionsoft, Mixpanel, WooCommerce, Aircall, Constant Contact, Magento, Campaign Monitor, and Zapier.

Help Scout costs from $25/user/month when paying monthly or $20/user/month when billed annually. Help Scout offers a free 15-day trial for new subscribers.

HelpDesk provides businesses with a robust feature set that enables teams to collaborate and become more efficient.

Why I picked HelpDesk: The platform provides your organization with a ready-to-use, out-of-the-box help desk platform that helps your teams collaborate effectively without overcomplicating things. HelpDesk offers ticket management tools that allow your agents to tag customer support tickets and group them based on common solutions, so your agents can work together and resolve customers’ inquiries. The software’s automation tools allow you to establish ticket routing rules that ensure customer tickets go to the right agent.

HelpDesk works well for startup businesses to enterprise-level organizations that need a platform to help them improve customer service. It uses a single dashboard to create tickets from requests from sources such as incoming emails, contact forms, live chat, and other channels. HelpDesk also provides features like automated task assignments, custom automated workflows, and canned responses to optimize response times.

HelpDesk Standout Features and Integrations

Features include AI text enhancements, custom fields, email templates, automated workflows, ticket management, bulk actions, canned responses, collision detection, ticket assignment, and reports and analytics.

Integrations include LivEchat, Zapier, Shopify, Jira, HubSpot, Salesforce, and GitHub.

HelpDesk costs from $34/user/month when paying monthly or $29/user/month when billed annually. HelpDesk offers a free 14-day trial for new subscribers.

Front is a shared inbox platform that allows agents to communicate with customers from personal business email addresses within an online help desk solution.

Why I picked Front: With Front, your business can connect email, social media, and SMS messaging within a shared inbox. It includes features to help enhance agent productivity, such as internal notes and automation capabilities to reduce repetitive, manual work. Since your agents will be working on customer support tickets from a shared inbox space, they’ll be working from the same ticket queue, and the tool’s built-in message assignments will let everyone know who’s working on what. If an agent is absent, your other team members can pick up where they left off, thanks to Front’s conversation history feature.

Front is suitable for any business needing a collaboration tool to help them grow robust relationships with customers. Your teams can work together in the team inbox with collision detection to ensure they’re not duplicating work. Front also provides in-depth analytics to help you get a better understanding of team workloads, customers’ experiences, and other vital details.

Front Standout Features and Integrations

Features include workflow automation, omnichannel communications, reporting and analytics, shared inbox, scheduled messages, message templates, automation rules, load balancing, SLA reports, data export, and team management.

Integrations include Aircall, Asana, Dialpad, ClickUp, Zapier, Zendesk Sell, Shopify, Slack, Zoho CRM, Salesforce, Ringover, Intercom, Pipedrive, Dropbox, HubSpot, and JustCall.

Thanks to the software’s CRM capabilities, HubSpot Service Hub enables agents to get full customer data for every issue.

Why I picked HubSpot Service Hub: The platform provides your business with the standard conversational tools that you might find in other online help desk software. But where HubSpot Service Hub sets itself apart is the CRM functionality you get when using it. All of the data your agents receive or input into the system feeds back into the CRM, enabling your customer support teams to improve customer relationships.

HubSpot Service Hub helps businesses of any size across all industries that need a solution to help them provide an excellent customer experience. It enables you to build self-service help solutions to help your customers find the answers they need without speaking with an agent. HubSpot Service Hub also lets your teams respond to customers’ questions in real-time.

HubSpot Service Hub Standout Features and Integrations

Features include contact management, ticketing, live chat, team email, conversation routing, simple ticket automation, a reporting dashboard, shared inbox, multiple ticket pipelines, help desk automation, a knowledge base, customer portals, and conversation intelligence.

Integrations include Zendesk, Brandfolder, Klipfolio, Wrike, monday.com, Pendo, Okta, Dialpad, Chargebee, Intercom, Aircall, Outgrow, Salesforce, Slack, Zapier, SurveyMonkey, and CallRail.

HubSpot Service Hub costs from $20/month when paying monthly or $18/month when paid annually. HubSpot Service Hub offers a free forever subscription tier.

Zoho Desk helps businesses prioritize customer tickets based on severity to agents can resolve the most pressing inquiries immediately.

Why I picked Zoho Desk: Among all the best online help desk software available, Zoho Desk provides your business with features that will categorize customer support tickets based on importance or overdue flags. It uses contextual AI to help simplify your customer care and prioritize an enormous number of tickets that your agents receive across various channels. Your teams can filter tickets in the Zoho Desk platform to find on-hold or overdue tickets, so they can see what they need and focus on what matters most.

Zoho Desk is an ideal help desk tool for small and medium-sized businesses looking for a solution that will enable their agents to provide support across multiple channels and self-service capabilities. The software allows users to provide support on channels such as phone, email, live chat, social media, and web forms. Zoho Desk uses an AI assistant the vendor calls Zia, which can speak to customers, perform sentiment analysis, and auto-tag customer support tickets.

Zoho Desk Standout Features and Integrations

Features include omnichannel support, instant messaging, a multi-department help center, ticket auto-tagging, sentiment analysis, AI notifications, reply assistance, guided conversations, embeddable self-service, and ticket assignment automation.

Integrations include RingCentral, Twilio, GoTo Connect, Pipedrive, Zadarma, Salesforce, Google Analytics, Slack, Zoho CRM, Microsoft Teams, Trello, Jira, Zoho Analytics, Zapier, and JustCall.

Zoho Desk costs from $9/user/month when paying monthly or $7/user/month when billed annually. Zoho Desk offers a free 15-day trial for new subscribers.

Zendesk simplifies customer experiences across multiple channels and enables businesses to have efficient, natural customer interactions.

Why I picked Zendesk: When operating a help desk, you’re likely relying on different communication channels to interact with customers, including social media, SMS, and live chat. Zendesk offers omnichannel capabilities that allow your teams to communicate with customers across these channels in a central platform. The platform’s omnichannel features will help your agents meet and help customers wherever they choose to reach out to your organization.

Zendesk works well for businesses of any size that need a solution that will enable agents to track issues, trouble tickets, changes, and assets while providing excellent customer experiences. The software’s ticket management workflows allow your agents to search your customers’ history and get a personalized view of ticket statuses and where you can track ongoing performance. You can use Zendesk to make your team’s work easier thanks to the tool’s built-in scripted responses that the tool automatically sends to customers, making the work easier for your employees and saving them time.

Zendesk Standout Features and Integrations

Features include smart triggers, canned responses, SLA management, real-time updates, asset management, omnichannel support, custom views, feedback management, trend analysis, knowledge management, and sentiment analysis.

Integrations include Zoho Analytics, Klaviyo, monday.com, Aircall, Zapier, Mailchimp, Salesforce, HubSpot, Pipedrive, Shopify, Quickbooks, Trello, Wrike, 3CX, CloudTalk, Domo, Pandadoc, Recurly, and GetResponse.