### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Help Desk Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Help Desk Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Help Desk Software Articles [![Top 11 Free Help Desk Software for Small Businesses in 2024](https://learn.g2.com/hubfs/G2CM_BI115_Backlog_Images_%5BService_desk_vs_help_desk%5D_V1b.png "Top 11 Free Help Desk Software for Small Businesses in 2024")](https://www.g2.com/articles/best-free-help-desk-software) [ ### Top 11 Free Help Desk Software for Small Businesses in 2024 ](https://www.g2.com/articles/best-free-help-desk-software) Every growing business encounters a daily onslaught of support requests from potential and existing customers. Even the most elite customer support teams can be defeated by the endless inquiries. The results: missed emails, ignored phone calls, a million open tickets on the support spreadsheet, and a sharp decline in customer satisfaction. [ ![Soundarya Jayaraman](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Soundarya Jayaraman") SJ ](https://learn.g2.com/author/soundarya-jayaraman) by Soundarya Jayaraman [![What Is Automated Customer Service? (+ 4 Ways to Implement It)](https://learn.g2.com/hubfs/G2CM_BI069_Backlog_Images-%5BAutomated_customer_service%5D_V1b.png "What Is Automated Customer Service? (+ 4 Ways to Implement It)")](https://www.g2.com/articles/automated-customer-service) [ ### What Is Automated Customer Service? (+ 4 Ways to Implement It) ](https://www.g2.com/articles/automated-customer-service) If you haven’t noticed, bots are taking over the world. [ ![Alexa Drake](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexa Drake") AD ](https://learn.g2.com/author/alexa-drake) by Alexa Drake [![Service Desk vs Help Desk: How to Tell Them Apart](https://learn.g2crowd.com/hubfs/Stock%20images/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers,%20manager%20giving%20training%20and%20education%20instructions.jpeg "Service Desk vs Help Desk: How to Tell Them Apart")](https://www.g2.com/articles/service-desk-vs-help-desk) [ ### Service Desk vs Help Desk: How to Tell Them Apart ](https://www.g2.com/articles/service-desk-vs-help-desk) It bothers me when things don’t work the way they should. [ ![Zack Busch](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zack Busch") ZB ](https://learn.g2.com/author/zack-busch) by Zack Busch ## Help Desk Software Glossary Terms [![Self-Service Portal](https://learn.g2.com/hubfs/G2CM_GI599_Glossary_Article_Images-%5BSelf_Service_Portal%5D_V1a.png "Self-Service Portal")](https://www.g2.com/glossary/self-service-portal-definition) [Self-Service Portal](https://www.g2.com/glossary/self-service-portal-definition) Self-service portal is an online resource center visitors use to troubleshoot problems without a customer service representative. Learn about its benefits. by Holly Landis [![Live Chat](https://learn.g2.com/hubfs/G2CM_GI470_Glossary_Article_Images-%5BLive_Chat%5D_V1b.png "Live Chat")](https://www.g2.com/glossary/live-chat-definition) [Live Chat](https://www.g2.com/glossary/live-chat-definition) Live chat is a website tool that allows customers to chat with the company in real time. Learn more about live chat. its common features, and benefits. by Whitney Rudeseal Peet [![SLA management](https://learn.g2.com/hubfs/SLA_management.png "SLA management")](https://www.g2.com/glossary/sla-management) [SLA management](https://www.g2.com/glossary/sla-management) SLA management is the process of ensuring that all the services and procedures of a business align with the service level agreement (SLA). Learn more about why SLA management is essential, the benefits it offers, and which best practices are appropriate for it. by Amal Joby ## Help Desk Software Discussions 0 Question on: Freshdesk [How i integrate this system with AWS Machine learning module.](/discussions/28856-how-i-integrate-this-system-with-aws-machine-learning-module) I am looking for integration with AWS machine learning module. We don't have this integration out of the box, but you can build a custom app to address your needs. Learn more- https://bit.ly/3JvjWX0 Answered: Hitesh Patiyal on August 5, 2022 [Your answer](/discussions/28856-how-i-integrate-this-system-with-aws-machine-learning-module/comments/new?remote=true) 0 Question on: Gmelius [What about integration of Google contacts and Linkedin in the near future?](/discussions/28137-what-about-integration-of-google-contacts-and-linkedin-in-the-near-future) '- to make Google contacts available and be able to search by tags - have your Linkedin connections on the dashboard - the premium would be to have a clipper to transfer data from Linkedin into Google contacts Yeah! Answered: Jean-René Bouvier on January 26, 2021 [Your answer](/discussions/28137-what-about-integration-of-google-contacts-and-linkedin-in-the-near-future/comments/new?remote=true) 0 Question on: Hiver in Gmail [What is the future development direction for Hiver?](/discussions/27934-what-is-the-future-development-direction-for-hiver) I have been pleased by the direction Hiver has developed in the past three years, it has grown more stable, faster, and the UI has become more pleasing. In addition we have seen features like Shared Drafts added. What is the features and improvements we can expect in the future? Is there a Dev Roadmap Hiver publishes? Hi George. Thanks for being a Hiver champion over the years. I'm Niraj, founder and CEO at Hiver. Hope you remembers our communication from a few years back when you started using Hiver. Happy to know you like the features we've released. Broadly, over the next 3-5 months, you'll see the following: 1. Analytics becoming stronger. We'd be releasing custom reports and dashboards for analytics. 2. Complete revamp of Automations: We're working on a much more powerful automations module, that will help you take a wider variety of actions, and give you more control. 3. SLA upgrade: SLAs will see a very major upgrade. One key component of this would be visibility into what conversations might be hitting SLA boundaries soon. Other than that, there would be a lot of small improvements, as you've seen in the case of shared drafts. Please drop me a note at my email address, and I'd love to tell you more :) Thanks, -Niraj Answered: Niraj Ranjan Rout on June 16, 2020 [Your answer](/discussions/27934-what-is-the-future-development-direction-for-hiver/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/help-desk/resources?discussions_page=122) - [1](/categories/help-desk/resources) - [2](/categories/help-desk/resources?discussions_page=2) - … - [119](/categories/help-desk/resources?discussions_page=119) - [120](/categories/help-desk/resources?discussions_page=120) - [121](/categories/help-desk/resources?discussions_page=121) - [122](/categories/help-desk/resources?discussions_page=122) - 123 - [124](/categories/help-desk/resources?discussions_page=124) - [Next ›Next ›](/categories/help-desk/resources?discussions_page=124) ## Help Desk Software Reports Mid-Market Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Spring 2026 G2 Report: Momentum Grid® Report