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With so many different help desk software available, finding the right one for you is tough — especially if you're looking for a simple help desk software. You know you want software to help you streamline your customer support and manage queries more efficiently, but you need to figure out which system is best. In this article, I'll help you make your choice easier by sharing my insights on the best simple help desk software to manage, track, and resolve customer queries quickly.

What is Simple Help Desk Software?

Simple help desk software is a hub for handling customer inquiries and providing support services for a company. They use ticket management tools to ensure customer interactions are neatly sorted, enabling service agents to address customer inquiries promptly using automated responses and other communication tools.

This type of software helps companies automate redundant tasks, improve teamwork, and increase customer satisfaction following positive service experiences. These cost-effective solutions also empower businesses to make decisions based on data analysis.

Overviews of the 10 Best Simple Help Desk Software Systems

Here are the tools I’ve evaluated that best fulfill the simple help desk software criteria:

Best AI-powered help desk software

  • 14-day free trial
  • From $19/user/month (billed annually)
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Rating: 4.2/5

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.

Pros and cons

Pros:

  • Includes agent productivity tools
  • Extensive integrations
  • Omnichannel customer support

Cons:

  • Slight learning curve
  • Free trial details are not transparent

Best for omnichannel ticket submission

  • 14-day free trial
  • From $26/agent/month
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Rating: 4.1/5

Issuetrak is a ticketing software that provides a platform for help desks and service teams to manage and resolve issues. The software allows users to submit tickets through multiple channels, including email, web forms, or directly within the application.

Why I picked Issuetrak: Issuetrak's help desk software is designed to assist organizations in managing customer support and service requests efficiently. For example, the Issue Hub serves as a centralized location to view, manage, and update tickets with ease. Additionally, the tool's automated round robin issue assignments ensure that tickets are distributed evenly among team members, while task flows provide structured processes for issue resolution.

Issuetrak Standout Features and Integrations:

Standout features include issue tracking, which allows users to report, track, and manage issues from submission to resolution. Issuetrak also offers task management features, a searchable Knowledge Base, and user and organization management controls.

Integrations include Google Analytics, Gmail, Onelogin, Okta, Azure AD, Microsoft 365, Salesforce, and Power BI.

Pros and cons

Pros:

  • Provides at-a-glance dashboard metrics
  • Easy-to-use system
  • Excellent tech support

Cons:

  • Feature sets can be overwhelming
  • Some limitations on search functionality

Best for providing remote access support

  • 15-day free trial available
  • From $12/month
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Rating: 4.6/5

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.

Pros and cons

Pros:

  • Ability to deploy bulk updates
  • High-level security (SSL, 256-bit AES encryption, 2FA)
  • On-demand and unattended remote access

Cons:

  • Might not be ideal for non-Zoho users
  • Some features may require coding knowledge

Best customer support solution for diverse issues

  • 14-day free trial + free plan available
  • From $18/user/month
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Rating: 4.4/5

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.

Pros and cons

Pros:

  • Omnichannel support
  • Comprehensive customization
  • Can be scaled

Cons:

  • No advanced reporting
  • Slight learning curve

Best for gamification features

  • 30-day free trial
  • From $9/user/month (billed annually)
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Rating: 4.5/5

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.

Pros and cons

Pros:

  • Fast live chat widget
  • Built-in call center
  • Extensive integrations

Cons:

  • No built-in VoIP
  • No Whatsapp integration

Best for AI-powered personalization

  • 14-day free trial
  • From $25/user/month (billed annually)
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Rating: 4.3/5

Salesforce Service Cloud is a helpdesk software designed to help businesses deliver superior customer service experiences leveraging AI. It allows companies to manage customer support across various channels efficiently, using automation and AI to streamline processes.

Why I picked Salesforce Service Cloud: This software stands out for its AI and automation capabilities, which support a more streamlined workflow and alleviate repetitive tasks for agents. Its AI chatbots and automatic triaging not only save time but also ensure that customer queries are directed to the most qualified agents, enhancing both efficiency and support quality. The drag-and-drop editor for creating a self-service center empowers customers to find solutions independently, further easing the workload on support teams.

Salesforce Service Cloud Standout Features and Integrations

Standout features include a unified service console, giving agents a 360-degree view of customer data and interactions. This holistic view enables more personalized and context-aware support. The platform also integrates seamlessly with other Salesforce products, creating a cohesive ecosystem that improves overall business operations. Its mobile app ensures that agents can provide support from anywhere, maintaining high service standards even on the go.

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

Pros and cons

Pros:

  • Multiple pricing tiers to support various stages of growth
  • Customizable and adaptable to user needs
  • Effectively simplifies support procedures

Cons:

  • Some usability features are locked to higher-tier plans
  • Implementation can be time-consuming

Best Gmail-based help desk software

  • 7-day free trial
  • From $15/user/month (billed annually)
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Rating: 4.7/5

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.

Pros and cons

Pros:

  • Easy to use
  • Includes reporting and analytics
  • Comprehensive communications hub

Cons:

  • Limited integrations
  • Rules automation only available in higher-priced plans

Best help desk software for Parent-Child ticketing

  • 15-day free trial
  • From $30/user/month
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Rating: 4.7/5

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.

Pros and cons

Pros:

  • Mobile app
  • Customizable interface
  • Includes reporting and analytics

Cons:

  • No single user plan
  • Limited integrations

Best multilingual help desk software

  • 14-day free trial
  • From $74/month (billed annually)
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Rating: 4.4/5

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.

Pros and cons

Pros:

  • Extensive integrations
  • Includes reporting and insights
  • Advanced support automation

Cons:

  • Multilingual support only available in higher-priced plans
  • No desktop app

Best for intuitive customer service management

  • 15-day free trial
  • From $20/user/month
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Rating: 4.4/5

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.

Pros and cons

Pros:

  • Includes reporting
  • Extensive integrations
  • Easy to use

Cons:

  • Jira integration exclusive to Plus plan
  • Limited customization

The 10 Best Simple Help Desk Software Systems Comparison Chart

This comparison chart summarizes basic details about my selections for the best simple help desk software. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best software for your budget and business needs.

Tools Price
Zendesk From $19/user/month (billed annually)
Issuetrak From $26/agent/month
Zoho Assist From $12/month
Freshdesk From $18/user/month
LiveAgent From $9/user/month (billed annually)
Salesforce Service Cloud From $25/user/month (billed annually)
Hiver From $15/user/month (billed annually)
ProProfs Help Desk From $30/user/month
Intercom From $74/month (billed annually)
Help Scout From $20/user/month
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

Compare Software

Selection Criteria for Simple Help Desk Software

Here’s a short summary of the main selection and evaluation criteria I used to develop my list of the best simple help desk software for this article:

Core Functionalities

To start my assessment of help desk software, I used recent market data to research various systems that can help teams handle customer inquiries and provide support services. To be considered for my review, the software needed to include the following capabilities:

  • Features that make it simple for you to track, manage, and resolve any customer issues that may arise
  • Capabilities to automate repetitive tasks
  • A design that promotes collaboration among support staff

After making an initial list of potential candidates, I used the criteria below to narrow my choices. This helped me make accurate comparisons between each software system. 

Key Features

In addition to the basic functionalities above, I also assessed the following key help desk features when selecting the best software for this list:

  • Ticketing capabilities: The help desk ticketing system should enable users to create, assign, and track customer support tickets, ensuring that all customer inquiries are systematically organized and resolved promptly.
  • Collaboration tools: This includes features like shared inboxes, internal notes, and simultaneous access to tickets, which can improve team coordination and speed up problem-solving.
  • Knowledge management: Having a comprehensive knowledge base is crucial for your team to have easy access to information. It helps resolve issues quickly and encourages customers to use self-service options, which reduces the number of support tickets.
  • Reports and analytics: The capability to examine data and produce reports is vital in making informed decisions. With this feature, businesses can keep tabs on team performance, gauge customer satisfaction, and pinpoint areas that require enhancement.

Usability

The software should be user-friendly and intuitive. It should require minimal training, offer easy navigation, answer FAQs, and provide a clean interface that enables agents to use it efficiently. The easier it is for your team to use the software, the quicker they can resolve customer inquiries.

Automation

Efficient support processes rely on automation. The software should be able to automate repetitive tasks like ticket categorization, assignment, and scheduling routine responses. This saves time and reduces human error, allowing support agents to handle more complex customer inquiries.

Customer Support

The help desk software provider should offer reliable customer support for all end-users. I looked for providers that offer 24/7 assistance, a thorough knowledge base, video tutorials, and live chat options. 

Software Integrations

To ensure a smooth support process, it's important that the software can work well with other tools your company uses, like CRM systems, project management tools, email platforms, social media channels, and more. This is achieved through native integrations or strong API capabilities, which enable seamless integration and efficient sharing of data between platforms. By integrating these tools, you can simplify your support process, minimize manual work, and improve overall workflow efficiency.

Pricing

When selecting help desk software solutions, it's important to consider pricing that is competitive and can grow with your business. Some vendors even offer a free plan, which can be a great starting point, especially for smaller businesses or those on a tight budget. I tried to choose software with pricing models that are transparent and clearly outline what features are included at each level. It's important to strike a good balance between cost and functionality.

People Also Ask

Here are some answers to common questions you may have about help desk software:

How can help desk software help my business?

Using help desk software can improve customer service and communication. It centralizes inquiries and support tickets, streamlines communication channels, and offers team coordination and reporting capabilities. Ultimately, it leads to higher customer satisfaction, better team collaboration, and loyalty.

What are the main benefits of using help desk software?

The main benefits of using help desk software are:

  • Workflow automation: Help desk software streamlines call routing and resolution for improved efficiency.
  • An all-in-one view: You can access a single dashboard that displays all customer communications from different channels, service level agreements, customer history, and satisfaction data.
  • Know your history: Help desk software keeps records of customer queries, facilitating smoother transfers and improving resolution times by storing relevant information in a central location.
  • Delegation and prioritization: Help desk software automates repetitive requests.

How can I choose the right help desk software for my organization?

When choosing help desk software, consider your organization’s size, support volume, budget, and integration needs. Look for essential and advanced features like ticketing, a knowledge base, automation, chatbots, and reporting tools. Ensure the software is scalable, user-friendly, and integrates with your existing tools. Check for robust customer support and data privacy measures. Read reviews and try free trials to find the best fit for your needs.

If you’re ready to jump start your selection process, I recommend reviewing these tips to help you choose help desk software next.

What are the most important elements of a help ticketing system and why?

A helpful ticketing system should have several key features, including various ticket categories, support across multiple channels, support for multiple languages, effective management of the knowledge base, and informative data reporting dashboards.

Other Help Desk Software Reviews

Need help choosing a help desk solution for your business? Take a look at our related articles below to find the perfect fit for your business needs:

Final Thoughts

Choosing the right help desk software is crucial for optimizing support processes and empowering your team to provide exceptional customer service. It's a strategic asset that can set your organization apart from the competition.

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