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Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Zendesk offers the industry leading customer service solution. Learn more about Zendesk
Zendesk offers the industry leading customer service solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster. Learn more about Zendesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too! Learn more about Freshservice
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs. Learn more about Freshservice

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Cloud-based IT support software for SMBs with in-house and remote teams. Learn more about GoTo Resolve
GoTo Resolve is an all-in-one IT support software built for today's SMBs. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster—all in one place. It combines game-changing IT management and support software with conversational ticketing and a zero trust architecture into a single consolidated tool. Simple, secure, flexible, and best of all, free to use. Learn more about GoTo Resolve

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Provide exemplary customer service with Zoho Desk's multichannel, multi-department capabilities and powerful AI assistant, automations. Learn more about Zoho Desk
Zoho Desk is the award-winning, context-aware help desk software along with multichannel capabilities. Zoho Desk packs advanced multi-stakeholder process management, embeddable self-service, a powerful AI assistant and brings together all the tools and context your teams need to deliver great customer service. Zoho brings decades of experience in building, deploying, maintaining, and supporting on-premise and cloud software. Our free plan gives you 3 users free to head start your operations Learn more about Zoho Desk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
HaloITSM is a single, all-inclusive ITSM software solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike. It wont just standardize your processes, but it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future. Learn more about HaloITSM

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly. Learn more about Genesys Cloud CX
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow. Learn more about Genesys Cloud CX

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
ConnectWise Manage Help Desk: Powerful ticketing system with centralized communication & integrates with tools you currently use. Learn more about ConnectWise Manage
Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently. Learn more about ConnectWise Manage

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Front is how companies scale customer communication, combining the automation of ticketing software with the personal touch of email. Learn more about Front
Yes—you can scale and keep the human touch. Front is a customer communication hub that brings every channel into a single platform, combining the automation of ticketing software with the personal touch of email. Workflow automations and integrations help teams craft personalized replies, faster. Analytics help leaders track team and customer metrics like never before. Customer service teams of 5 and 5,000 alike use Front to scale their communication without sacrificing speed or efficiency. Learn more about Front

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management. Learn more about ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand. Learn more about ManageEngine ServiceDesk Plus

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Identify and triage customer issues with Sprinklr’s enterprise help desk solution—powered by the industry’s most advanced AI engine. Learn more about Sprinklr
Best for: Large companies with 200+ employees Sprinklr is the only enterprise-grade help desk solution trusted by 90% of the world’s top 100 brands. Sprinklr helps brands identify and triage customer issues across 35+ modern channels from a single unified platform—ensuring faster response times and seamless, AI-assisted interactions between your customers, automated bots, and your agents. Leave point solution chaos behind with Sprinklr, the world’s first and only Unified-CXM platform. Learn more about Sprinklr

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now! Learn more about Atera
Atera is an all-in-one, cloud based, IT service & support solution that provides a powerful and integrated help desk solution built for MSPs and IT professionals. Atera includes everything you need in one place: Full remote monitoring and management (RMM), remote access, help desk, ticketing, chat, network discovery, PSA, reports, billing and so much more. Start your free trial today! Learn more about Atera

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient. Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere. Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets. By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient. Learn more about NinjaOne

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Great customer service starts with better help desk software. Win more customers by providing excellent customer service with LiveAgent Learn more about LiveAgent
LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions. Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and more. Join companies like BMW, Yamaha and Huawei in delivering world class customer service. Start with a 14-Day trial, no credit card needed, no contracts. Learn more about LiveAgent

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
A help desk ticketing software that helps you to remove clutter and manage your customer support queries easily from multiple channels. Learn more about HappyFox Help Desk
[New: Unlimited Agent Pricing] HappyFox is a cloud based help desk software with built-in features including ticketing, asset, task and knowledge management. Create recurring tickets or use our other automation features to drastically improve support response time. Our most popular features include canned responses, bulk actions, work schedule, ticket templates, smart rules and beautiful real time reporting. HappyFox is easy to setup and offers an intuitive interface. Learn more about HappyFox Help Desk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Cloud-based service desk software designed to provide you with everything you need for one low price. Learn more about SeamlessDesk
SeamlessDesk is an easy-to-use Service Desk platform with an intuitive UX and beautiful UI. Purpose-built Help Desk and IT Asset Management capabilities, reporting, and automation. Incident, Problem, Change, Release, Project, and Knowledge Management tools provide your IT team with what they need to achieve your company's service objectives. Unlike other service desk solutions, you are not restricted to high-priced or tiered plans to access the features you want or need. Learn more about SeamlessDesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
N‑able™ Take Control is a powerful remote support solution designed to help you resolve issues quickly and effectively. Learn more about Take Control
N-able Take Control remote support software is designed to help your business provide fast, secure IT support to nearly any platform without breaking your budget. Take Control connects in seconds, offers deep diagnostic tools so you can troubleshoot quickly, a simple end-user experience you can customize, and all the value-add features of more expensive solutions but at an affordable price. Try Take Control free for 14 days today. Learn more about Take Control

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently. Learn more about TOPdesk
TOPdesk cloud-based software helps companies offer better services to their customers. With easy-to-use Help Desk software and over 20 years experience our software helps you manage incidents, create workflows, and keep track of configurations. Make your end users more self-reliant thanks to the Self-Service Portal. More than 4500 organisations worldwide already use TOPdesk to increase efficiency and improve customer satisfaction. Are you looking for service excellence? Let us be your guides. Learn more about TOPdesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today. Learn more about SysAid
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today." Learn more about SysAid

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Help Customers, Help themselves! Elevio provides self-service support on-demand to your customers, when and where they need it. Learn more about elevio
Elevio enables teams to deliver contextual knowledge to customers, support agents and internal teams. We assist in delivering over 16 Million answers per month for 500+ companies Answering the same questions? Create and deliver in-app contextual helpers and hotspots before your customers ask the same questions. Deflect, on average, 23% of support tickets. Leaving your team to focus on more complex customer questions. Learn more about elevio

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly. Learn more about HelpDesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot. Learn more about HubSpot Service Hub

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform. Learn more about EngageBay

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Proactive customer support tool designed to reduce tickets and improve customer experience with dynamic chat and a help desk features Learn more about Froged
The all-in-one solution to provide proactive customer support, increase customer engagement & improve retention. Our tool is designed to nurture your customers throughout their entire lifecycle. Serve your customer's unique needs with dynamic chat, personalized product flows, email campaigns, an integrated knowledge base, and automated messages. With FROGED you will be able to increase engagement, retention, and reduce churn. Over 2K integrations available. Start a 7-day FREE trial today! Learn more about Froged

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
OneDesk's software combines helpdesk and project management into a single application. Manage customer tickets and projects in one app. Learn more about OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows. Learn more about OneDesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
OneChat is an all-in-one customer communication solution tool. Learn more about OneChat
OneChat is an all-in-one customer communication solution that allows users to connect and engage with customers in one place. Features: - Shared Inbox - Agent Automation - Canned Response - Omni Channel Support - Live Chat Widgets - API Integration Learn more about OneChat

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise. Learn more about Bitrix24
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for teams up to 12 support agents. Learn more about Bitrix24

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Teamwork creates business management applications for teams of all sizes & industries, so you can be more efficient, organized & happy. Learn more about Teamwork Desk
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. Learn more about Teamwork Desk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY. Learn more about Gorgias
The ONLY helpdesk specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial in minutes. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Team inbox and chat tool that empowers teams to truly collaborate around different channels of communication, internal and external. Learn more about Missive
Team inbox and chat tool that empowers teams to truly collaborate around email, SMS, WhatsApp, Twitter, and other channels of communications. We redesigned the inbox with a business-first collaborative experience in mind. With Missive, teams focus on growing their business. Learn more about Missive

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
CloudCall create innovative technology that makes business communications easier, quicker and more powerful. Learn more about CloudCall
CloudCall create innovative technology that makes business communications easier, quicker and more powerful. Through providing advanced software that integrates with CRMs, our users can manage their communications in the same space as their data, providing insight that has the power to transform the way they work. Learn more about CloudCall

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
The next generation of PSA tool. Complete professional services automation package for software and services businesses. Learn more about CloudBlue PSA
CloudBlue PSA (previously HarmonyPSA) supports the entire business lifecycle, from lead generation to contract renewal. It is designed and built specifically for software and services businesses, automating business functions in a single platform, available from the cloud on any device. Learn more about CloudBlue PSA

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Canfigure is a modular ITSM and ITAM solution based on ITIL principles. Canfigure can be deployed on premise or cloud hosted. Learn more about Canfigure
Canfigure has been designed to provide a scalable, cost effective solution. Its library of well-designed modules enables you to implement only the functionality you require, and then expand at a pace that suits you. The out-of-the-box functionality includes support for integrated CMDB, Asset Management, Change Management and Service Desk. The intuitive administrative functions enable you to customize and expand the database to incorporate any configuration information you may wish to track. Learn more about Canfigure

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales! Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support. The HelpOnClick Live Chat software includes the following main features: Real-time traffic monitoring Virtual chat agent Customizable icons and texts Integration with Facebook Integration with major CRM, CMS, Help Desk systems Learn more about HelpOnClick

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Give customers and employees the most relevant answers in real-time using no-code intelligent automation and conversational AI. Learn more about Inbenta
Inbenta is a one-of-a-kind Conversational AI Platform that helps organizations of 500+ employees automate personalized interactions at scale with their customers. Offering 360º conversational experiences across all channels becomes easy with its 4 modules that power search, chat, knowledge, and voice solutions. Due to its patented Natural Language Processing (NLP) technology, available in +35 languages, no previous data training is needed, and it can be up and running in a matter of days. Learn more about Inbenta

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Alcea HelpDesk is a complete tracking system that includes Issue Tracking, Knowledge Base, Contract & Opportunity Tracking Learn more about Alcea Helpdesk
Alcea HelpDesk is part of a complete tracking system that will give companies a competitive advantage. It isn't just a Help Desk tool, it is an all in one tracking platform to give your organization the ability to provide faster response times, increase productivity, and ensure that reported issues are being handled. Using Alcea's powerful workflow rules to flag incidents that fall below performance standards, Alcea HelpDesk ensures that emergency notifications cause the item to be escalated. Learn more about Alcea Helpdesk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency. Learn more about Remote Support

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Premium Live Chat and Help Desk Software used by 30,000 businesses. Try LiveChat and turn your team into customer service rockstars!
Premium Live Chat and Help Desk Software for business. LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat - join over 30,000 companies from over 150 countries and try LiveChat now! Learn more about LiveChat

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level. Learn more about Salesforce Service Cloud

Features

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  • Real-Time Chat
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  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI.
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time. Learn more about NICE CXone

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is 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. Get it free today! Learn more about Spiceworks

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license. Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures. Learn more about ISL Light

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
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Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless. Learn more about Agile CRM

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world. Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more. Supremo is customizable and UAC compatible. It can be used on an unlimited number of devices and requires no configuration or installation. Learn more about Supremo Remote Desktop

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management

Help Desk Software Buyers Guide

Introduction

Help desk software enables organisations to respond more efficiently to users. The central idea of a help desk is to provide end-users, including internal staff and external customers, with access to the support and information they need to make effective use of a business's products and services. Some of the core features found in help desk software include a ticketing system, a self-service portal, and a searchable knowledge base. Ultimately, this combination of features improves the flow of information within an organisation.

Access to help desk software is beneficial to users because it allows businesses to track interactions with customers while allowing customers to communicate with customer service staff or find answers to their questions via the knowledge base. This can then improve overall customer satisfaction by ensuring end-users know how to use products and services, helping them to resolve any issues they encounter when using them. Additionally, help desk software can assist with internal communication, allowing customer service staff to assist other employees.

Help desk software is sometimes referred to as service desk software or as an IT ticketing system. It is closely related to other software categories, including call centre software, live chat software and online CRM software. The knowledge base within the software can be continuously expanded, especially as new problems emerge and new solutions to those problems are found. Expanding the knowledge base in this way can make it significantly easier for customer service teams to troubleshoot future problems and find solutions swiftly.

When deciding on a help desk software solution, organisations will need to consider a range of factors, including the size of the business, the skills and qualifications of employees, whether remote access is needed, and the ways different solutions can combine with existing processes and software packages. Although help desk software packages can vary in terms of the precise features they offer, the vast majority of options in this area will include the following:

  • Track and manage interactions and the issue resolution process
  • Manage, search and add to a database of common issues and solutions
  • Allow customers to resolve their own issues through the knowledge base
  • Set up email or SMS alerts to draw attention to issues that require escalation

What is help desk software?

Help desk software, also known as service desk software, assists organisations in their efforts to provide swift, helpful responses to end-users, including customers and internal staff. In particular, the software can be integrated with customer service or customer support processes, allowing an organisation's ticketing system to be more effectively managed. This, in turn, can then lead to efficient and reliable answers to technical questions.

Aside from helping businesses and other organisations to manage customer support tickets, the best support desk software will typically include a knowledge base, which serves as a database or repository, storing the most common queries, concerns, complaints or problems, along with their solutions. Using this knowledge base, it then becomes easier to track down solutions to similar problems and provide more informed answers to customer questions.

In many organisations, issues may need to be escalated or passed on to different departments. Help desk software can play a valuable role in making this system more efficient by improving the flow of information and allowing one employee to pick up where another left off. The ultimate aim of help desk software is to enhance the user experience by ensuring that end-users of all kinds are able to resolve problems quickly and make full use of products or services.

Businesses can make use of help desk software to manage their ticketing system and ensure employees are alerted to the issues that need to be escalated and resolved most quickly. At the same time, it can make it easier to live up to customer expectations, both in terms of the quality and overall speed of answers and eventual resolutions.

What are the benefits of help desk software?

The benefits of help desk software are primarily focused on the concept of centralising important information that can assist with user support and answering common questions. Crucially, the various benefits linked to help desk software can lead to an enhanced reputation and superior overall business outcomes in the long run. Some of the main advantages that might be expected after adopting high-quality help desk software are outlined below:

  • Improve resolution times: when customers encounter issues with products or services, they expect help to be available and demand fast response times. Through effective use of help desk software, businesses can meet customer expectations by providing employees with a continuously expanding knowledge base. This can then be used to provide quality answers to questions and deliver swift resolution times.
  • Increase customer satisfaction: effective use of help desk software can help to make sure customers receive the level of support that results in true customer satisfaction. This can be achieved by providing dependable, tailored support when customers encounter issues with products or services and by avoiding situations where issues are left unresolved. Improving customer satisfaction levels is a major priority for most organisations because it can produce significant business benefits, with examples including improved reputation, lasting customer loyalty, repeat business from satisfied customers, and better overall financial results. One of the key considerations here is the fact that an overwhelming 98% of Australians read online reviews before they make a purchase, meaning that great customer satisfaction is paramount to continued success.
  • Boost employee productivity: the knowledge base contained within high-quality help desk software can play a role in boosting productivity. It does this by providing employees with a reliable place to turn when they need answers to customer questions or when they need to find out how a particular problem can be resolved. This then results in the employee having more time to spend on their core work tasks. Additionally, the knowledge base can be used as an internal IT support tool, helping staff members to make more effective use of IT applications and systems.
  • Enhance staff knowledge: the continuous expansion of the knowledge base in a help desk software solution can also improve overall staff knowledge levels. Each time an issue is resolved, the solution can be documented, and employees can then learn from it. A key benefit associated with improved staff knowledge is resolving the most common problems and answering the most common questions more quickly. This can then boost first contact resolution rates.
  • Aid internal communication: good customer service and effective internal work solutions both rely heavily on the quality of communication within an organisation. Help desk software can assist efforts to improve communication by allowing different departments to easily add information to the knowledge base and read the information that others have contributed. The advantages associated with this improved communication are especially apparent if an end-user encounters a problem that needs to be resolved by involving more than one department.
  • Prioritise the right issues: some issues raised by customers are going to be more urgent than others, and ticketing software can assist employees in creating an order of prioritisation. Using the ticket management options, it becomes easier to identify the issues that need attention quickly. Combined with the alert and escalation features included in most software packages of this kind, it can draw attention to the most important issues or signal that they need to be escalated to a higher level of priority.

What are the features of help desk software?

Help desk software features will typically include some core features, which are present in almost all packages. It also has common and optional features, which can help buyers to choose between the different applications. The precise features that are most important to one business may not necessarily be as important to other businesses, but most companies—regardless of size and type—are able to utilise many of the core, common and optional features. Generally speaking, expect that a typical help desk software solution would include most of the following:

  • Ticket management: track interactions and automate key elements of the resolution process through built-in ticket management. When an end-user encounters a problem with a product or service and would like assistance from a customer service rep, the usual process involves them opening up a support ticket, which contains the interactions between the end-user and the support team. The ticket management elements included in the best software packages make it easy for interactions to be managed and for previous communication to be accessed.
  • Knowledge base management: search through, manage and add to a knowledge base, which covers the most common problems and their solutions, along with frequently asked questions and their answers. Making effective use of a knowledge base can help customer support teams to resolve issues more efficiently, often at the first point of contact. This then results in greater customer satisfaction. The knowledge base can also serve as a form of internal IT support, providing employees with a place to find answers to common problems.
  • Self-service portal: help end-users to find solutions to their own problems through a self-service portal. Provide access to the most critical information contained in the knowledge base and allow customers to track their own support tickets. While direct customer service is an important part of running a business, many customers do prefer self-service solutions when they are available. As an added bonus, any problems resolved without input from a customer service rep can help reduce the overall workload.
  • Alerts/escalation: automated alerts clearly express a sense of urgency, so problems are dealt with quickly. Meanwhile, escalation features within help desk software allow issues to be moved up to a higher level on the chain of command, such as in cases where involvement from a manager is needed. Alternatively, the issue can be escalated to a higher level of priority for the main customer support staff to deal with. Effective use of both alerts and escalation can ensure no issue is left unresolved for too long.
  • Macros/templated responses: answer the most common user questions and queries through the use of response templates or macros. Some questions have relatively simple answers, which do not necessarily require a carefully tailored answer from a customer service rep. With the use of macros or templated responses, these questions can be identified and answered much more quickly, resulting in faster resolution times.
  • Reporting/analytics: access reports and important analytics information to continuously monitor the help desk's performance. The best help desk software will help track key performance indicators, such as average response times, average resolution times, first contact resolution rates, and overall resolution rates. From there, it is possible to identify the areas of strength and weakness, making any necessary strategic adjustments.
  • Real-time chat: communicate in real-time, using built-in chat functionality. The inclusion of chat features within help desk software can assist with improving internal communication as well as making customer support more efficient. Some help desk software will also keep a chat log, allowing easy future reference to conversations that have taken place through the chat feature if it becomes necessary or beneficial to do so.
  • Automated routing: improve efficiency through automated ticket routing. There are few things that frustrate customers quite so much as having to repeatedly explain their issue, all while being passed around from one customer service rep to the next. With automated routing, issues can be automatically assigned to the right department and the most appropriate reps. As a result, solutions can be found, and customer support tickets close much faster, all while frustration levels are kept to an absolute minimum for all parties.

Using Capterra's help desk software directory, it easily filters the available software packages by the features they contain, ensuring only the solutions that meet specific requirements are seen. This will then allow a narrowing down in a help desk software search when looking for an ideal option for an organisation.

What should be considered when purchasing help desk software?

When purchasing help desk software, buyers need to ask themselves a number of key questions in order to find the best option for their organisation. Help desk software applications can differ significantly, and the best solution for one business may not necessarily be the best solution for another. In particular, the following questions can help to narrow down the available options to those that are most suitable:

  • What are the main features of the help desk software? First, it is important to carefully consider the features that are available in the different options. While there are core features, such as ticket management and a knowledge base—which are generally available in the majority of applications of this type—one of the best ways to narrow down the options is to look at the available supplementary features. Does the software include a live chat feature, and are there options for workflow configuration? Is it a closed source or open-source ticketing system? Ultimately, the focus should be on finding the right solution. The software with the widest range of features may not necessarily be the best fit because some of the supplementary features may not be relevant to employees, or the kind of help desk they are trying to run.
  • What makes a successful service desk? Businesses also need to give thought to what makes a successful service desk, especially within their particular industry. This means thinking about things from the perspective of end-users who may need to rely on the help desk to solve problems. Some typical answers might include efficiency, easy-to-navigate self-service solutions and the ability to resolve as many problems as possible at the first point of contact. Look for the solution that will help to meet the needs of the customers.
  • What are the costs associated with the software? Financial considerations are always going to be an important factor in deciding which software to use, but the issue of cost can be more complicated than simply looking at the upfront cost of purchasing the software. For example, if it is a web-based help desk system intended to be accessible from remote locations, there may be a subscription fee associated with it instead of a one-off purchase. Beyond this, factor in a need to provide employees with the right level of training.
  • Does the business need mobile and remote access? Employees may need access to the help desk when they are working from home or attending a different location. According to Gartner research, it is estimated that remote workers will account for 32 per cent of the global workforce by the end of 2021. On top of that, even among those who are attending physical workplaces, there may also be demand for flexibility and mobile access to key software packages, including the help desk software.
  • Is the help desk software compatible with other applications? Compatibility is a major consideration when investing in new software, and this is especially true if an organisation already has customer relationship management (CRM) software. If the tools are not compatible, so the data from each cannot be easily integrated, there is a risk of problems. These might include reduced efficiency, unnecessary friction, additional barriers to effective communication, and the possibility of data loss. By contrast, the entire customer support process becomes smoother and much more efficient when integration is possible.
  • Can you try the help desk software before you buy it? Businesses require certainty that they are investing in the right product, and the ability to try a software package before making a financial commitment can be invaluable. Some help desk software is available with a free trial, and a cloud-based helpdesk system could even be trialled without having to install the software on computers first. It is also worth looking into whether free training options may be available, as this can also substantially reduce the total cost of ownership and allow a better sense of whether or not a particular package is right.

Current help desk software trends will need to be factored into any purchasing decision, and these need to be understood and considered within the context of wider industry trends. It is important to note that the most important trends when selecting help desk software are continually shifting. Keep up with the latest developments, as they could inform future upgrade decisions. At the present time, some of the most important help desk software trends that organisations need to be aware of before making a purchase are as follows:

  • Increased use of automated processes: A large number of businesses are aiming to automate as much of the customer support process as they can to save employees time and provide customers with faster responses. Automated routing, the use of macros or templated responses, and an easily searchable knowledge base can all assist in creating a more anticipatory form of customer service, rather than having to deal with each and every problem as they arise. As artificial intelligence and machine learning continue to improve, customers will become more familiar with automation and appreciate its efficiency. However, it is critical that automation does not come at the expense of genuinely useful solutions to problems.
  • The popularity of social media: The enduring popularity of social media platforms, including Facebook, Twitter and Instagram, presents a potential challenge to businesses for a number of reasons. Many social media interactions are publicly viewable, so solutions need to be swift and satisfactory. It may also be necessary to convince social media users to take discussions away from their chosen platform. Help desk software can play a role in this, but not all software packages include social media integration. Where such options are lacking, there is a need to create a reliable internal process for tracking communication across multiple channels.
  • The rise of AI chatbots: Some help desk software includes live chat options, and one of the most relevant trends in this area has been the recent rise of AI chatbots. Using chatbots offers several benefits, including rapid response times and speedy resolution of easy-to-solve problems. However, in more complex situations, where human intervention is needed, some customers may be reluctant to deal with an AI chatbot for too long. This means chatbots may also need to be configured to collect the most important information from customers and then pass it on to a human agent as soon as possible.
  • Expectations for 24/7 customer support: Many modern businesses cater to a global customer base, which means those customers may be using products and services at any time of the day. Therefore, there is an expectation among many that support will be available whenever it is needed. Of course, it is not always possible for businesses to have customer service agents on hand, which is why automation is so important. If customers fit into this category—that of expecting support at all times of the day—prioritise finding a software package that is capable of assisting in meeting those expectations.
  • Conversational user interfaces: Finally, the growing adoption of smart speakers and the increased usage of voice search functionality are important trends to consider because they help to demonstrate customers' interest in conversational user interfaces. This is worth keeping in mind when selecting help desk software because voice search and voice control technology can work especially well with self-service options, and some users may find this preferable to attempting to communicate with a chatbot using text-based inputs.