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Help Desk reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Help Desk Software for Small Businesses

    Products classified in the overall Help Desk category are similar in many regards and help companies of all sizes solve their business problems. However, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small Business Help Desk category.

    In addition to qualifying for inclusion in the Help Desk Software category, to qualify for inclusion in the Small Business Help Desk Software category, a product must have at least 10 reviews left by a reviewer from a small business.

    Top 10 Help Desk Software for Small Businesses

    • Zoho Desk
    • Freshdesk
    • Intercom
    • Service Hub
    • Zendesk Support Suite
    • Front
    • LiveAgent
    • Hiver
    • LiveChat
    • HelpCrunch

    Compare Small Business Help Desk Software

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    (2,672)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$0 for 3 agents

    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.

    (2,342)4.4 out of 5
    Optimized for quick response
    Entry Level Price:Free for UNLIMITED agents

    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

    (1,254)4.4 out of 5
    Optimized for quick response

    Intercom is a Conversational Relationship Platform (CRP). With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

    (519)4.4 out of 5
    Entry Level Price:$0

    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

    (2,275)4.2 out of 5
    Optimized for quick response

    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

    (606)4.6 out of 5
    Optimized for quick response
    Entry Level Price:$9 per user/month

    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.

    (1,308)4.5 out of 5
    Entry Level Price:$0/mo Unlimited

    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,

    (521)4.6 out of 5
    Optimized for quick response
    Entry Level Price:$7 /user/month (annually)

    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

    (683)4.5 out of 5
    Entry Level Price:$16 per agent / month

    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.

    (147)4.7 out of 5
    Entry Level Price:15 $

    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.

    (447)4.6 out of 5

    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

    (620)4.3 out of 5
    Optimized for quick response

    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

    (72)4.1 out of 5
    Optimized for quick response
    Entry Level Price:$24 per agent / month

    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.

    (225)4.3 out of 5
    Entry Level Price:$10 user/month

    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

    (124)4.6 out of 5
    Entry Level Price:$29 per agent / month

    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

    (236)4.2 out of 5
    Optimized for quick response

    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

    (1,533)4.1 out of 5
    Optimized for quick response

    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

    (236)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$0 per user

    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

    (12)4.8 out of 5
    Entry Level Price:$5 per agent per month

    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

    (320)4.2 out of 5
    Optimized for quick response

    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,

    (110)4.6 out of 5

    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.

    (15)4.9 out of 5

    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%

    (460)4.1 out of 5
    Optimized for quick response
    Entry Level Price:$25 per user / month

    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

    (118)4.6 out of 5
    Optimized for quick response
    Entry Level Price:$29 /agent /mo

    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.

    (286)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$89 per month, per user

    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

    (52)4.4 out of 5

    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

    (47)4.4 out of 5
    Entry Level Price:$95 per month

    Crisp is the ultimate all-in-one multichannel customer support platform that helps businesses connect instantly with their customers or leads who are waiting for support. With its quickly evolving set of tools, Crisp is leading businesses through the customer-driven revolution by using conversations to unlock hypergrowth. Customers use Crisp to provide a modern customers lifecycle experience for potential customers, generate more qualified leads, enhance customers help, improve customers satisf

    (196)4.1 out of 5
    Optimized for quick response
    Entry Level Price:$15 /agent/month

    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.

    (13)4.7 out of 5
    Entry Level Price:$ 0

    ProProfs Help Desk is a cloud-based customer support tool designed to help businesses build positive relationships with their customers. It provides a centralized information and support management dashboard, helping businesses handle their internal and external queries more efficiently. Key features of ProProfs Help Desk: Fast and effective ticket resolution ProProfs Help Desk plays a critical role in fast and effective ticket resolution, as tickets are assigned to the concerned individuals a

    (122)4.2 out of 5
    Entry Level Price:$18.90 per month

    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.

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    Check out the G2 Grid® for the top Help Desk Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    Leaders
    High Performers
    Contenders
    Niche
    Zendesk Support Suite
    Freshdesk
    Apptivo
    Vtiger All-In-One CRM
    LiveChat
    Kayako
    LiveZilla
    TeamSupport
    Issuetrak
    Deskero
    HappyFox Help Desk
    CRMdesk
    Zoho Desk
    ConvergeHub
    GrooveHQ
    Help Scout
    osTicket
    Agile CRM
    Salesforce Essentials
    Vision Helpdesk
    Intercom
    Helpshift
    LiveAgent
    SF Service Cloud
    LiveHelpNow
    Front
    Teamwork Desk
    LogMeIn Rescue
    Hiver
    HelpCrunch
    SolarWinds MSP Manager
    UserEcho
    AzureDesk
    Gmelius
    Crisp
    Re:amaze
    Dixa
    Kustomer
    Richpanel
    Service Hub
    WixAnswers.com
    ProProfs Help Desk
    Trengo
    HelpDesk
    Market Presence
    Satisfaction

    Learn More About Help Desk Software

    What is Help Desk Software?

    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.

    Why Use Help Desk Software?

    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.

    Who Uses Help Desk Software?

    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.

    Kinds of Help Desk Software

    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.

    Help Desk Software Features

    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.

    Additional Help Desk Features

    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.

    Potential Issues with Help Desk Software

    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.