Help Desk reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Help desk software is designed to provide a customer with information and support regarding a company’s products or services. Customer inquiries are typically submitted via multiple channels including email, phone, or social media.
Help desk software provides a ticketing system for staff to organize and respond to customer inquiries as well as create information portals on the company’s website. Help desk platforms are used by customer service teams to streamline the support process and provide analytics into customer engagement across all communication channels. Help desk software may contain additional self-service, social customer service integrations or live chat software modules, or they possess those capabilities to create a complete customer service experience. Those that strictly concentrate on customer support tickets often integrate or run side-by-side with these other customer engagement products.
To qualify for inclusion in the Help Desk category, a product must:
It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like F
Provide a great customer support experience with Zoho Desk. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Desk is a flexible, Cloud-based help desk support software with Contextual AI that allows you to provide the support experience your customers deserve.
Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver stellar customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered sup
Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.
HubSpot is a leading growth platform. Since 2006, we have been on a mission to make the world more inbound. Today, over 68,800 total customers in more than 100 countries use HubSpot’s award-winning software, services, and support to transform the way they attract, engage, and delight customers. Comprised of Marketing Hub, Sales Hub, Service Hub, and a powerful free CRM, HubSpot gives companies the tools they need to Grow Better. HubSpot Service Hub is customer service software that makes it eas
Today’s customers want faster, more responsive service across every channel on any device & they want it now. Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Co
Front powers the heart of business — the meaningful connections between teams and customers that lead to lasting relationships. Bringing email and apps together in a collaborative customer communication platform, Front drives business impact by scaling the natural conversations that create customers for life. More than 6,000 businesses are using Front today to cultivate personalized customer relationships at scale and transform their work into impact. Learn more at frontapp.com.
LiveChat - premium live chat and help desk software for business. Designed and built specifically for amazing customer service. Used in 150 countries by over 31,000 companies, including small, medium and enterprise size businesses. Use LiveChat if you wish to improve customer satisfaction and increase online sales results.
LiveAgent boasts the fastest chat widget on the market and is the most reviewed and #1 rated live chat software for SMB in 2020. Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions with an all-in-one help desk solution. LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, built-in call center,
Hiver is a Gmail-based customer service solution that helps teams across the organization collaborate on shared inboxes like services@, orders@, support@. It’s the most frictionless, natural way for teams to handle customer email communication as it works right inside Gmail. Hiver helps over 1500 companies - ranging from new-age unicorns to traditional enterprises - deliver a better experience to their customers. Companies like Flexport, Pluralsight, Harvard University, Appsflyer, Oxford Bus
TeamSupport is a post-sale award-winning customer support software company built specifically for the unique needs of B2B (business-to-business) technology-enabled companies within the computer software, hardware, information technology services, and telecom industries. Created by industry experts who lived through the struggles of being a B2B company in a B2C (business-to-consumer) support world, TeamSupport has spent the past decade creating a support solution that helps build passionate custo
We want to help you to get your Customer Support onto the next level. Our software is focused on keeping sensitive data under your own control since data privacy is one of our main goals. LiveZilla includes a live chat software with multi-website support, visitor monitoring and a help desk system that allows you to not only integrate emails that you receive from customers but also messages from Twitter and Facebook into your ticket system. 10 years of experience in the field of Customer Support
Kustomer is the first-of-its-kind customer service CRM platform built for managing high support volume by optimizing experiences throughout the customer service journey. Kustomer helps brands quickly resolve conversations on all digital channels by automating 40% of interactions via self-service, first contact resolution with intelligent routing, and driving omnichannel experiences between customers and agents. Our open CRM platform minimizes costs by acting as a single record of truth, managing
Help Scout scales like any other help desk, but the customer experience feels personalized like email. Help Scout is ideal for companies of all sizes, and specifically companies with 11+ users. Help Scout's clutter-free features keep teams of any size on the same page. With best in-class-reporting, integrated knowledge base, robust API and tons of integrations, and free iOS apps and Android app to support customers on the go, Help Scout lets your team focus on what really matters: your customers
Dixa is customer service software that empowers brands to create great experiences for customers and support teams alike in a conversational, friendly, and engaging way. Dixa unifies voice, email, chat, and messaging apps in one single platform, enabling brands to have more meaningful conversations with their customers, driving customer loyalty, and ultimately “customer friendships.” With Dixa, agents have all the context they need to provide fast, efficient, and effective customer service every
LogMeIn Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use.
Wix Answers is the industry’s first unified customer support platform. With all support channels built into a single platform, agents are more efficient and teams can gain deeper insights into their operations. Wix Answers uses a centralized, AI-powered approach to knowledge management that makes customers self-reliant, agents more effective, and organizations run more smoothly.
HelpCrunch is a top-rated customer communication platform for your Support, Marketing & Sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features: - Live Chat - Auto Messages - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps - Chat Bot (coming soon) Try HelpCrunch for free for 14 days.
Helpshift is a mobile-first customer service platform. It delivers a great in-app help experience for many of the world's top mobile apps and mobile games. Whenever users need help they can get it right in the app with immediate, automated solutions to many issues. With Helpshift, users get a fast, always-on help experience that feels as natural as talking to friends and family. Helpshift’s customers are leading brands such as Microsoft, Supercell, Square, Tencent, Brex, Niantic, TBS/TNT,
Re:amaze is a helpdesk and customer messaging platform designed for websites, stores, and apps. Use Re:amaze to provide exceptional customer support through live chat, email, social media, mobile SMS/MMS, VOIP, and FAQ Knowledge Bases. Businesses of all shapes and sizes also rely on Re:amaze for sales and marketing automation using features such as Re:amaze Cues (a way to automatically message online customers), Re:amaze Chatbots, Re:amaze Live Dashboard (to monitor online customer activity in
Gladly is a radically personal customer service platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation across all channels. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences, increase contact center generated revenue by up to 10%, and cut technology costs by up to 40% by moving to an
atSpoke is a modern workplace operations platform that helps businesses scale by giving every employee what they need to be their most productive. Purpose built to work with your SaaS toolset, IT, HR and Operations teams get more done where they work and resolve requests faster with one central command center, backed by intuitive ticketing, a dynamic knowledge base, and end-to-end machine learning. Employees get convenient and immediate self-help in the tools they already use with conversational
Our Mission: Build the 1st collaboration platform that lives where you work 🚀 Collaborate on email, manage projects and automate workflows inside Gmail and Google Workspace (formerly G Suite) - and beyond, by connecting your existing tools like Slack, Trello and more. Simplify teamwork through increased alignment, transparency and accountability. Monitor and distribute your company's workload visually, and automate all the grunt work. Your daily apps are brought together, with no need to migr
HelpDesk is an online ticketing system suitable both for small businesses and enterprise clients. It provides easy-to-use features and an intuitive user interface that are designed to simplify your team’s efforts. HelpDesk allows you to manage all the messages from your customers in one place. You can use tags, ticket assignment and private messages to resolve customers’ issues with greater precision. It is a simple yet powerful solution that can boost your team’s productivity and save your agen
HappyFox is a practical help desk software which provides multi-channel support for customer requests coming from email, web, phone and social media. HappyFox integrates with business applications for Accounting, customer feedback, CRM, commerce and so on. iOS, Android and Windows version of the app enable to provide support through smartphones and tablets. Community forums and knowledge base helps customer provide instant support and connect with each other.
Ready to ditch the sticky notes and hop into your first help desk? Current solution just not cutting it? Spiceworks Help Desk is here! Purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it’s more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Whether you’ve got a crack
Salesforce Essentials makes it possible to tap into the power of Salesforce to build stronger customer relationships with a combined sales and support CRM for small business that is easy to use, setup, and maintain — for just $25 per user per month. Since Essentials is built on the world's #1 CRM platform complete with a mobile app, small businesses can start working from anywhere, knowing they have the tools they need to collaborate and stay connected to customers. With Essentials, you can se
Customer Support & Helpdesk software used by 500+ businesses daily. Specifically designed for high-volume, high-growth businesses that want to grow customer service, without hiring more agents. Are your ticket volumes increasing and you don't want to hire more agents? Over 500+ Shopify stores have switched to Richpanel to scale their customer service. Customers have migrated from Zendesk, Gorgias, Live Chat, Helpscout & Freshdesk. What can you do with Richpanel? 1. Resolve up to 50%
Teamwork Desk is a ticketing system designed to easily manage customer queries, saving you time and money. The help desk software helps your team efficiently manage your client requests in one central location - ensuring you deliver an exceptional customer experience. Teamwork Desk gives you all the features you need — like shared inboxes, help docs, priority tickets, collision detection, canned responses, customer happiness surveys, and productivity indicators — to enable your team to keep cu
Help desk software is used to organize and track customer inquiries submitted externally. These inquiries become tickets, which can then be allocated to customer service agents. This solution saves time by organizing customer issues efficiently, making it easier for agents to respond promptly. There is a variety of problems that help desk software solves for businesses, including reduced response time, centrally organized customer inquiries, and better communication between support teams and their customers.
Businesses of all sizes benefit from using help desk software to provide organized customer support. Utilizing a help desk platform makes day-to-day operations for agents and managers easier and more efficient for several reasons:
Ticket Management — Customer support managers can easily delegate inquiries to specific agents as they see fit. Tickets can also be automatically routed to agents for additional efficiency. All tickets end up in one location that can be viewed by the team and in an agent-specific view. With an overall view, managers can reroute tickets if a certain agent has too large of a task load or based on agent availability. Tickets are routed to the agent who can better assist the customer’s needs. Tiered ticketing allows for certain tickets to get priority above others.
Customer Inquiry Tracking — Keeping the customer happy is the main goal of any customer service team. Allowing customers to track the progress of their inquiry is beneficial to the happiness of a customer. Tracking helps customer service teams, as well. The progress of a ticket provides transparency so management can hold representatives accountable for the timeliness of an issue or inquiry being resolved. Tracking provides liability internally, as well. Users have the ability to go back and look at old tickets and see how the issue was resolved.
Customer Inquiry Allocation — Companies without a help desk system often use an email inbox for customer inquiries. This process easily becomes cluttered and difficult for collaboration. Additionally, a major issue with an email solution is that team members are unaware of when a problem is being looked at by another team member. Help desk software helps improve all of these processes by allowing the allocation of tickets to a specific customer service agent as soon as it is submitted. Tickets can be allocated automatically or by a fellow team member. The allocation procedure is typically to send tickets to representatives that hold a specific skill set or handle a unique type of issue. Ultimately, allocation improves productivity for all team members by allowing them to focus on the customer not the routing process. It also helps customers receive the response they need in a timely manner without the risk of their inquiry being lost in the shuffle.
Reporting — Reporting allows businesses to see things like the number of inquiries coming in, turnaround time, and resolution rate of each customer support representative. These metrics provide a business perspective on how its customer support team is performing, which gives team members the ability to correct any issues and generally improve a customer’s experience with the business.
Customer Service Agents — Customer service agents use a help desk to answer product or company-related customer inquiries.
Customer Service Managers — Customer service managers delegate and monitor ticket resolutions and escalated issues. Managers can also utilize reporting to research team productivity and use metrics to decide if workflow adjustments are necessary.
Web-Based — A web-based help desk is hosted on the vendor’s remote server so it can handle a large influx of visitors and provide tech support. You only need a web browser to access this type of help desk, which makes it the easiest and most approachable option for customer support teams.
On-Premise — An on-premise help desk runs on a company’s on-premise server. Since the help desk is on site, it requires on-site servicing as well. Servicing can either be in-house IT experts or third-party IT experts.
Customer Portal — A customizable, customer-facing interface to enter tickets and communicate with representatives.
Automation — Response automation allows an automatic, standard response to a customer when they first inquire. Other automation features include custom ticket or task reminders to help increase workflow.
Social Integration — Social integration allows customers and representatives to communicate with each other through social networks such as Twitter, Facebook, or LinkedIn. Social integration helps with approachability and gives customers a quick opportunity to get a question answered.
Ticket Tagging — Managers can easily distribute tickets using ticket tags to make it easy for agents to see what tickets are assigned to them.
Chat/Live Support — Live support allows customers to get a quick answer for their inquiry or concern. If their inquiry needs escalation or clarification, it can be routed through to customer service agents.
Templates — Templates are custom, auto-populated response templates that reduce the time it takes to respond to a ticket. Templates can reflect the brand of the company and can be adjusted to reflect the specific needs of the customer.
SLA Management — SLA (service level agreement) defines the expected outcome of each customer inquiry. Managers and agents can monitor SLA times to keep track of overdue tickets.
Self-Service Portal — For customers that don’t have time to wait for an agent’s response, a self-service portal is a way for customers to find answers to simple questions quickly in a designated knowledge base, such as a forum or series of articles.
Ticket Miscommunication — In some cases, the customer’s initial inquiry isn’t always clear and may cause confusion, requiring a follow-up. Additionally, it’s possible for agents to sometimes misunderstand what the customer is truly looking for, which can lead to customer dissatisfaction. If an agent needs clarification from a customer to help answer the inquiry, the ticket can eventually become unresolved if the customer never responds with additional feedback.