20 Best Simple Help Desk Software of 2024 for Ease of Use

Zendesk offers a user-friendly and adjustable platform for businesses to enhance customer experiences using AI and bots. This platform allows organizations to provide self-service portals, collect valuable insights, and deliver personalized client experiences.

Why I picked Zendesk: I decided to go with Zendesk for its customer support software that offers a wide range of features to enhance client interactions. They have a unified agent workspace that makes it easy for customers to communicate, AI and bots that automate responses for improved productivity, and self-service options that let clients find solutions on their own time.

Zendesk Standout Features and Integrations

Standout features include a comprehensive ticketing system that allows businesses to handle customer inquiries and issues efficiently. With messaging and live chat capabilities, real-time customer engagement is possible. Furthermore, an integrated help center and community forum empower customers to find self-service solutions and actively participate in discussions.

Zendesk Integrates with 1,200+ apps. Telephony and SMS integrations include AI customer service, Dialpad, and Viibe and Ada for support, Klaus and Nicereply for analytics and reporting, and Zendesk-built apps like Bookmarks and Print Ticket History.

Zoho Assist is a cloud-based remote support and remote access software. It helps you support customers from a distance through web-based, on-demand remote support sessions, and is compatible with the rest of the Zoho product suite.

Why I picked Zoho Assist: Whether or not you're using other Zoho products, this software works well as a help desk solution for providing remote access support. You can initiate live chats with customers or use voice or video chat. You can also transfer files to facilitate quicker resolutions, and schedule sessions as needed for providing customer support.

Zoho Assist Standout Features and Integrations:

Standout features include both on-demand and unattended remote support, which means you can help out your customers or team members whether they're at their computer or not. This feature helps you deploy remote updates in bulk and diagnose issues through remote access. You can also record remote sessions for record keeping, training, and auditing purposes.

Integrations include the Zoho product suite, Zendesk, ServiceNow, Slack, Microsoft Teams, Jira, Freshdesk, Spiceworks, and the Google Suite, among others.

SysAid is an all-inclusive software for IT help desk that makes managing tickets, resolving issues, and handling assets easier by automating these processes. It's available either as a cloud-based or on-premises solution, and it offers exceptional technical support and training programs that are easy to understand. SysAid is perfect for businesses that need an uncomplicated and efficient IT service management solution that also works for other industries like HR and healthcare.

Why I picked SysAid: I chose SysAid because its self-service automation offers a comprehensive solution that includes automated password reset and one-click issue submissions. This empowers employees to independently resolve common IT problems, reducing their dependency on IT support staff and the need to create tickets.

SysAid Standout Features and Integrations:

Standout features include asset management that cross-references tickets, users, and assets for faster issue resolution. The software's remote control capability enables IT staff to troubleshoot devices remotely. Finally, SysAid's codeless configuration simplifies the setup process and makes the software user-friendly, even for users without coding expertise.

Integrations include Azure, ADFS, Bomgar, CAS, Jira Software – Cloud Service, Microsoft Teams, Nagios, Office 365, and Okta.

Freshdesk is a powerful help desk that enables support teams to deliver effective and timely customer assistance through various channels. It allows businesses to handle various customer issues, from minor concerns to complex resolutions that require collaboration across multiple teams and timeframes.

Why I picked Freshdesk: I chose Freshdesk because of its exceptional ticket automation feature, which greatly improves response times and simplifies customer support procedures. By automating ticket management and routing, support teams can offer efficient and prompt assistance to customers through different channels.

Freshdesk Standout Features and Integrations: 

Standout features include multichannel support where businesses can engage with customers across various channels. The software also provides a customer portal where customers can track their tickets and access helpful resources. Furthermore, Freshdesk can be tailored to meet the specific needs of each business, ensuring consistency and alignment with your brand identity.

Integrations include AI Smart Assist, Attachment Manager, Google Analytics, Mailchimp, Microsoft Teams, Salesforce, Shopify, Slack, TeamViewer, and WhatsApp. You can also integrate with 1,000+  apps on Freshdesk’s marketplace, spanning different categories like agent productivity, social media, reporting, and analytics.

LiveAgent helps businesses manage customer service across multiple channels. It offers various communication options like live chat, email, calls, social media, and a knowledge base. It’s ideal for businesses of any size looking to enhance customer engagement and satisfaction.

Why I picked LiveAgent: I was impressed by LiveAgent's gamification feature, which is not commonly found in help desk software. This feature utilizes game principles to motivate and reward agents' performance. Agents can earn badges and levels by accomplishing certain tasks. The system recognizes and displays agents' contributions on leaderboards, enabling them to compare their performance with colleagues. This method promotes productivity and enhances performance by creating a sense of competition among agents.

LiveAgent Standout Features and Integrations:

Standout features for LiveAgent include its universal Inbox, which consolidates all customer communication into one organized space by employing sophisticated automation rules. Also noteworthy is their video call feature, which offers a personalized and interactive customer support experience. Another essential feature is LiveAgent's time-tracking tool, which enables businesses to monitor the time spent on customer queries.

LiveAgent integrates with over 200+ popular applications, including CRMs like Highrise and Pipedrive, ecommerce platforms like Bigcommerce and Shopify, email marketing platforms like ActiveCampaign and Mailchimp, and social media platforms like Facebook and Instagram.

Hiver is a platform that integrates with Gmail and helps businesses manage their customer support and communication across various channels like email, live chat, and WhatsApp. With its easy-to-use interface, it provides real-time tracking and assigns dedicated owners to queries, making it an ideal choice for businesses of any size.

Why I picked Hiver: Hiver stands out for its remarkable capability to turn Gmail into an all-encompassing communication and teamwork tool. Its effortless Gmail integration and easy-to-use interface remove the need to use numerous  applications, and create  a centralized hub to manage different customer support elements.

Hiver Standout Features and Integrations:

Standout features include an email management system that assigns emails to team members and keeps track of their progress to ensure that customer inquiries have clear ownership. Hiver offers advanced automation features such as rule-based email routing and email templates to simplify processes. It also promotes accountability by assigning specific team members as query owners and allowing for real-time tracking of query status. 

Integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, and WhatsApp. You can also connect Hiver to a paid Zapier account to unlock additional integrations.

ProProfs Help Desk Software is a comprehensive customer support solution that streamlines communication and ticket management. It is suitable for businesses of all sizes.

Why I picked ProProfs Help Desk: I included their software for its high level of customization. Users can include their company branding, such as logos, and create custom fields to improve help desk ticketing. 

ProProfs Help Desk Standout Features and Integrations:

Standout features include a robust ticket management system designed to efficiently handle all support tickets by routing them to the appropriate agents and prioritizing them accordingly. Unique to this tool is the Parent-Child Ticketing feature, which simplifies complex issues into manageable tasks for different teams to address.

Integrations include Microsoft Dynamics CRM, ProProfs Chat, ProProfs Knowledge Base, and Salesforce.

Help Scout is a comprehensive help desk software designed to simplify and streamline customer service interactions. Its intuitive design makes it easy to use and set up, reducing the time spent on training users. With the ability to scale, it is versatile enough to meet the needs of any enterprise, large or small.

Why I picked Help Scout: I decided to include Help Scout because it has built-in features like private notes, collision detection, and assignments that make it easy for service teams to work together and manage multiple brands or products from a single account.

Help Scout Standout Features and Integrations:

Standout features include its vast knowledge base. This allows businesses to create a self-service site filled with helpful articles to address commonly asked questions. Additionally, Help Scout has real-time support options through its live chat and in-app messaging capabilities. Another useful feature is Help Scout's mailbox workflows, which allow users to automate or manually manage repetitive tasks.

Help Scout integrates with over 100 apps, including Asana, Intercom, Jira, Mailchimp, Salesforce, Shopify, Slack, Trello, WooCommerce, and WordPress.

Intercom is a highly advanced help desk that utilizes AI to assist businesses in providing efficient, automated, and personalized customer support on a large scale. Its multilingual support capabilities make it an excellent choice for businesses with a global customer base.

Why I picked Intercom: I chose Intercom because it prioritizes automation in customer support. Its sophisticated automation tools allow businesses to handle repetitive tasks, freeing up time and resources for support teams to focus on more complex and critical issues. This automation extends to providing 24/7 global support by automating answers in 38 languages, even when the support team is not online.

Intercom Standout Features and Integrations:

Standout features include a unified interface and streamlined workflows that enhance productivity for users across all touchpoints. The custom bots have also been tailored to provide personalized and engaging customer interactions, encouraging more conversational and interactive exchanges.

Intercom integrates with over 350 tools, including CRM, email, social media, and databases. Key platforms include Delighted Inc, Helpshelf, Instagram, Jira Cloud, Mailchimp Subscribe, Salesforce, Segment, Stripe, and WhatsApp.

HappyFox Help Desk is a web-based platform that provides a centralized solution for managing customer support requests. This versatile ticketing system efficiently tracks and handles inquiries from multiple channels and organizes them into a single system. It’s suitable for businesses of all sizes and industries.

Why I picked HappyFox: I decided to include HappyFox due to its intelligent rules engine which helps to automate complicated workflows and simplify support procedures. It allows users to set rules based on ticket properties, customer information, or time triggers to assign tickets, send notifications, and escalate issues. 

HappyFox Standout Features and Integrations:

Standout features include a robust ticketing system for efficient tracking and resolution of support requests, a knowledge base that promotes self-service, and the ability to respond faster using canned actions. With reports, businesses can monitor, analyze, and improve their customer support.

Integrations include voice apps like Aircall and Dialpad, social apps like Facebook and Twitter, and native apps like HappyFox Chat and HappyFox Workflows. Other apps include Microsoft Teams, Okta SSO, Pipedrive CRM, and Salesforce.