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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

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:

Organize external customer inquiries into tickets for support agents
Aggregate inquiries from emails and a customer portal
Assign tickets to support agents for prompt service

Top 10 Help Desk Software

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

Compare 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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(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

(197)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.

(48)4.4 out of 5
Entry Level Price:$25 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

(56)4.7 out of 5

Vision Helpdesk is 12 years young and serves 15000+ customers, It offers best customer service tools - solution for every size business. 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Desk (Multi Company / Brand Help Desk) 3) Service Desk (ITIL / ITSM Desk) - PinkVerify Certified Vision Helpdesk offers SaaS and Download version of above all products. It starts as low as $8 per mo per staff agent.

(28)4.5 out of 5

OTRS is a customizable support desk that manages workflows and structures communication.

(32)4.4 out of 5

Keeping is the world's first customer support platform integrated with Gmail. Assign customer support requests to teammates, leave private notes, and set status - all right from inside Gmail. Founded in 2016 and based in Brooklyn, NY, we built Keeping for teams that do more than just customer support. If you are busy juggling important customer requests with the rest of your job, then we're glad you found us, because we built Keeping for you.

(291)4.3 out of 5
Entry Level Price:Free

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

(134)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.

(18)4.3 out of 5
Entry Level Price:$30 agent/month

Customer service helpdesk software you can depend on. Deliver great customer service with our powerful and flexible helpdesk software. Beautifully designed. Simple to use. Flexible. Multi-channel. Powerful. Affordable. Your choice of Cloud or self-hosted On-Premise helpdesk.

(48)4.3 out of 5
Entry Level Price:$24

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

(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

(11)4.8 out of 5

Boomtown is the world’s first knowledge logistics company. We help enterprises deliver the customer experiences they imagine, exactly as they intend. We like to imagine a world where business is personal again. Boomtown is the only customer experience technology that orients around delivering experiences rather than merely measuring them. The foundation for a remarkable customer experience is knowledge delivered on-time and in-context. That’s why we’re on a mission to ensure every question is a

(62)4.3 out of 5

Simple help desk software for effective customer engagement - Deskero brings you new ways to interact with clients, engaging them in personal conversations through a simple, effective, no-frills satisfaction platform.

(344)4.3 out of 5

Vtiger’s mission is to help businesses thrive at work. We have built an AI-powered software that gives your customer-facing teams the ability to implement a robust customer experience strategy with the power of One View. Vtiger Cloud CRM is intuitive and powered with AI, designed to help you work better. With a brand new mobile app and integrations to over 500 business applications, Vtiger works where you are. Vtiger CRM helps teams create delightful experiences across the entire customer life

(25)3.7 out of 5

goMoxie is changing the way eCommerce is done. goMoxie anticipates what customers want, connecting and engaging with them through the entire digital journey across devices. Through goMoxie’s solutions, including Live Chat, Email, Knowledge, and Web Self-Service companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail and travel and h

(15)4.4 out of 5

Slaask is a customer service app that enables to chat with visitors and clients in real time, and directly from Slack.

(32)4.8 out of 5
Optimized for quick response
Entry Level Price:$9 per user per month

ConvergeHub is an enterprise-grade CRM, with Sales, Marketing, Support and Billing, for managing all customer related activities from one unified platform. It is a high-horsepower business-growth platform built for small and mid-size businesses. You can use ConvergeHub to accomplish all customer related activities through every stage of the customer lifecycle. Use it to attract leads, send campaigns, nurture prospects, close sales, answer support tickets, generate contracts, store documents, ma

(25)4.7 out of 5
Entry Level Price:Starting at $1,499 /month

IRIS is an acronym for "Integrated Reporting is Simple" because at IRIS CRM, building easy-to-use software is our guiding principle. Do not let the rest of the name fool you, we are so much more than your average CRM! IRIS CRM is a premier cloud-based business management system servicing clients in the payment processing industry. IRIS CRM was created as an ERP for agents, ISOs, and banks looking to consolidate their day-to-day operations into a single tool. IRIS CRM features include residual

(39)4.3 out of 5

Build better customer experiences with Groove. Everything you need to convert, support, and delight your customers.

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.

(46)3.9 out of 5
Entry Level Price:$19.99 per month

Live chat and online engagement.

(19)4.7 out of 5
Entry Level Price:$39 per 2 agents, per month

UseResponse is a powerful Customer Service Suite that combines the functionality of omnichannel support ticketing center, feedback community forum, live chat with messengers, and knowledge base. UseResponse helps companies to empower their customer service by introducing better customer self-service with the help of smart automation, chatbots, public communities, and embeddable knowledge base functionality. The system can be used as SaaS & self-hosted solution with open code.

(21)4.2 out of 5
Entry Level Price:0 1 support agent

UserEcho is an online customer support software. UserEcho allow to create helpdesk, ideas forum, livechat and knowledge base in one place that make it simple to provide great customer support.

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

(278)4.1 out of 5
Entry Level Price:$0 per month

Agile CRM is a fully integrated CRM with sales tracking, contact management, marketing automation, web analytics, 2-way emails, telephony, helpdesk with a clean modern interface. With Agile CRM, SMB's can now: - Automate their marketing, sales and customer retention process with simple and powerful drag-drop editor - Convert website visitors directly to leads in the CRM - Nurture, track and score leads automatically based on web or email activity - Enable multi channel communication with th

(109)4.0 out of 5

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.

(16)4.6 out of 5

AzureDesk is an Helpdesk software with Easy access to Information & Support. AzureDesk centralizes all customer-facing information in a company that can be strategically used for effective customer service. AzureDesk - Only helpdesk software with all the "must have" features of enterprise class systems offered to all businesses at minimal cost to users.Try azuredesk.co today for 14 day trial .It provides ticketing system to track support cases, Sleek UI for Admin requests, 3rd party Integr

(33)4.6 out of 5
Entry Level Price:€5 per agent / month

Trengo a powerful solution to manage all you prospect, client and team communication. The multi-channel team inbox enables it to collaborate with colleagues and communicate efficient with prospects & clients via all available communication channels: Email, WhatsApp, Messenger, Telegram, Livechat, WeChat, Voice & SMS. Embed the multi-channel livechat on your website and enable prospects and clients to communicate via all aforementioned communication channels. Automate conversations w

(12)4.7 out of 5

Promys CRM/Help Desk/PSA software for IT, MSP, Audio Visual & Physical Security solution providers from 10 to 2000 users. Promys is intuitive & simple to implement. Promys streamlines workflow by linking data between CRM, quoting, help desk, time & billing, job costing, support contracts/managed services, and project management. Reporting and KPI analytics are in a completely different class. Watch the video to find out more.

(61)4.1 out of 5
Optimized for quick response

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

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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
goMoxie
Oracle
Zendesk Support Suite
Freshdesk
Spiceworks
Apptivo
Vtiger All-In-One CRM
LiveChat
Kayako
LiveZilla
TeamSupport
Issuetrak
Deskero
HappyFox Help Desk
ClickDesk
CRMdesk
Helpspot
Rhino Support
Zoho Desk
ConvergeHub
Track-It!
GrooveHQ
Help Scout
Jitbit Helpdesk
osTicket
Agile CRM
Salesforce Essentials
Vision Helpdesk
Intercom
Promys CRM, Help Desk & PSA Software
Helpshift
LiveAgent
SF Service Cloud
IRIS CRM
LiveHelpNow
SpiceCSM Engagement Suite
Front
Teamwork Desk
UseResponse
Deskpro
LogMeIn Rescue
Hiver
lemtalk
HelpCrunch
SolarWinds MSP Manager
UserEcho
AzureDesk
Continuum
Slaask
Gmelius
Crisp
Re:amaze
Dixa
Kustomer
atSpoke
Gladly
ServiceNow Customer Service Management
Richpanel
Service Hub
Sprinklr Modern Care
Boomtown
WixAnswers.com
OTRS
ProProfs Help Desk
EngageBay All-in-One Suite
Gorgias
Agiloft Service Desk Suite
Keeping
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.