Help Desk reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.
Products classified in the overall Help Desk category are similar in many regards and help companies of all sizes solve their business problems. However, enterprise business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Enterprise Business Help Desk to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Enterprise Business Help Desk category.
In addition to qualifying for inclusion in the Help Desk Software category, to qualify for inclusion in the Enterprise Business Help Desk Software category, a product must have at least 10 reviews left by a reviewer from an enterprise business.
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
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
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
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.
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.
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.
Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.
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,
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
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.
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
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
Great service isn't just the responsibility of the customer service department. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction using Customer Service Management.
Oracle Service Cloud, part of the Oracle CX Cloud Suite, is a cloud-based, omnichannel solution that captures a 360-degree view of every customer in a dynamic and unified agent desktop. Oracle Service Cloud’s innovative approach is driven by knowledge, automation, and evolving customer interaction channels, simplifying every service experience for service administrators and customers alike. By helping to differentiate your organization's service experience, Oracle Service Cloud delivers measurab
LiveHelpNow help desk software suite facilitates real time, omnichannel customer service communications via Live Chat, SMS, Email, Facebook and Twitter. Top rated by Business.com 8 years running, Inc 500 fastest growing companies list 3 years in a row. 8k+ implementations, with over 2k implementations in Enterprise arena. Starting only at $18.90 per month per agent on annual contract.
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,
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
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.
Jitbit Helpdesk is a great support ticketing system, offered both as a SaaS and "on-premise" versions at a very reasonable price. Comes with a mobile app, powerful integrations, SAML- and windows-integrated authentication. Not to mention all the standard helpdesk feature, like Knowledge base, file attachments, email integration, live updates, agent collision detection, and all the rest
Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow.
What is CRMdesk? CRMdesk is a very efficient web-based help desk software for knowledgebase management and customer support automation over the Internet. Why use CRMdesk? The system is deployed as a cost-effective hosted solution to manage and analyze all of your customer requests from a centralized location. Who uses CRMdesk? From small companies to large enterprises, from specific manufactures to vertical business integration, CRMdesk is scalable enough to grow with your business needs.
At Issuetrak, we’re dedicated to helping organizations achieve more. If you’ve been struggling to keep important information and requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, change management, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing support, our team will always be there to help when you need it most. Our customizable software is a fit for many differen
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.