Best Help Desk Software & Ticketing System Comparison
In the world of customer support, the right help desk software can make all the difference, as it ensures quick, personalized support, reducing team workload and boosting customer loyalty and brand reputation.
In this article, we compare the top 26 help desk software and ticketing systems, making your decision-making process a breeze.
Are you in search of the best help desk software for 2023? Then look no further!
Help desk software solutions are integral tools for any business that aims to provide exceptional customer service. But, with the wide array of options on the market, picking the perfect software can be quite challenging.
Fret not because we've done the heavy lifting for you. In this post, we're going to explore the top 26 help desk software and ticketing systems to help you find the one that suits your needs perfectly.
Let's get started!
Help Desk Software Comparison Chart (Top 10 Highest Rated)
Here's a quick peek at our top 10 help desk ticketing system comparison. It shows what the top 10 tools are best for, their cost, and a link to their website where you can discover more. Let's take a look!
Zendesk for Service
Free plan; $7/user/month
Help desk CRM system
Free plan; $15/agent/month
ITSM ticketing system
Hubspot Service Hub
Free plan; $18/month for 2 users
Freelancers and solopreneurs
Large IT departments
Public pricing not available
Jira Service Management
Free plan; $21/agent/month
Ease of use
What is Help Desk Software?
Help desk software is a solution that manages and streamlines customer service inquiries and issues. It serves as a point of contact between service providers and users, tracking and prioritizing requests through what is known as a ticketing system. This software allows companies to tackle both internal and external issues.
Now that we’ve answered the question “what is a help desk,” another question hangs in the air, “what is ticketing?” In short, it's a method of organizing customer inquiries (tickets) based on various factors like urgency, type of issue, or customer status. This system helps service teams track, prioritize, and solve customer issues effectively and efficiently.
These software solutions often come with features such as automation, reporting, and integration with other tools, which further enhance the customer support process. They are designed to boost customer satisfaction, increase efficiency of support teams, and provide critical insights for business improvement.
Whether you're a small business or a large corporation, help desk software can be a game-changer. It not only makes handling customer issues easier but also helps in building stronger relationships with your clients by providing timely and efficient support.
What Are the Different Types of Help Desk Software?
Here are some of the most common types of help desk software:
IT Service desk software
Ticketing help desk software
On-premise help desk software
Cloud-based help desk software
Enterprise help desk software
Customer service software
Open source help desk software
1. IT Service Desk Software
This type of software is designed specifically to manage IT services within a company. It usually includes features such as incident management, problem management, change and release management, and asset management. It aims to provide a single point of contact for all IT-related concerns.
2. Ticketing Help Desk Software
This is a system that handles and tracks customer service requests, often referred to as 'tickets'. It manages the entire lifecycle of a ticket, from its creation to resolution, to ensure every customer issue is effectively addressed and nothing slips through the cracks.
3. On-Premise Help Desk Software
This type of software is installed and runs on the servers within the premises of the company. While it may require more upfront investment and maintenance than cloud-based solutions, it offers greater control over the data, customizability, and typically has better performance due to local hosting.
4. Cloud-Based Help Desk Software
This type is hosted on the provider's server and accessed via the internet. It's highly scalable and often more cost-effective, which makes it a popular choice for many businesses.
5. Enterprise Help Desk Software
This software type is designed to handle the high volume and complex needs of large corporations. It typically includes advanced features such as multi-channel support, detailed analytics, and robust integration capabilities.
6. Customer Service Software
While similar to help desk software, this focuses more on customer-facing issues and often includes features for customer relationship management (CRM).
7. Open Source Help Desk Software
This type of software is customizable as its source code is publicly accessible. It's a good option for businesses that have specific needs and the technical expertise to modify the software.
What is the Best Help Desk Software? Here’s Our Top 26 List:
It’s finally time to dive into our curated list of help desk software for 2023 for enhancing support and customer service. We'll uncover the top pick overall, the finest options for small businesses and SMBs, the best software for IT teams, and more.
1. Zendesk for Service (Best Help Desk Software Overall)
Why we chose it:
Zendesk's service desk platform is designed to simplify tasks for support reps and expedite customer response times.
It supports various channels, including live chat, social media, and phone calls, while AI-powered bots automate routine tasks. Its intelligent workflows route specific tickets to the right representative, and users can be directed to self-service knowledge bases for quick solutions.
Additionally, the Zendesk MonkeyLearn integration makes this software highly versatile and more effective, while comprehensive reporting and compatibility with Microsoft Teams add to its functionality, making it one of the top help desk software options.
As you can learn in our detailed Zendesk review, pricing starts at $19 per user/month, billed annually, with more advanced plans and enterprise packages available.
Enables handling of customer interactions across multiple platforms.
Streamlines support with automated routine tasks.
Efficiently routes tickets to the appropriate service representative.
Allows users to find solutions via self-help knowledge bases.
Provides comprehensive insights into service operations.
Can be pricey, especially for small businesses.
Requires time to understand and use its full feature set.
Its customization options may be insufficient for unique service needs.
Support Team, $19/agent/month, billed annually
Support Professional, $49/agent/month, billed annually
Support Enterprise, $99/agent/month, billed annually
Suite Team, $49/agent/month, billed annually
Suite Growth, $79/agent/month, billed annually
Suite Professional, $99/agent/month, billed annually
Suite Enterprise, $150/agent/month, billed annually
Suite Enterprise Plus, $215/agent/month, billed annually
Go to Zendesk for Service's official website
2. Zoho Desk (Best Small Business Ticketing System)
Why we chose it:
Zoho Desk is an all-in-one help desk solution and the best ticketing system for small businesses. It streamlines ticketing and includes automation features to simplify service agent tasks.
Zoho Desk supports multichannel customer interactions, and its AI assistant, Zia, can interact with customers, analyze sentiment, and tag tickets automatically.
Knowledge base tools enable self-service, and seamless integration with Zoho CRM enhances agent productivity. It offers robust analytics and real-time reports.
Another thing that makes it one of the best ticketing systems for small businesses is its pricing. Pricing ranges from a free version offering basic features to the $40 enterprise plan, all billed annually per user.
Free trials are also available.
Allows customer interactions across different platforms.
Comes with an AI assistant that can automate tasks.
Provides self-help knowledge bases for customers.
Seamlessly integrates with Zoho CRM for increased productivity.
Offers comprehensive analytics and real-time reports
Some users might find it complex to navigate its extensive features.
Some users have reported slow response times from customer support.
Zoho Desk Express, $7/user/month, billed annually
Standard, $14/user/month, billed annually
Professional, $23/user/month, billed annually
Enterprise, $40/user/month, billed annually
Go to Zoho Desk's official website
3. Freshdesk (Best Help Desk CRM Ticketing System)
Why we chose it:
Freshdesk is the best CRM helpdesk ticketing system that features a ticket management system with AI automation, including Freddy, an AI tool that functions as a chatbot and routes tickets to the most suitable agents.
The platform supports an omnichannel approach, accommodating email, phone, chat, and more.
Additional features like help widgets, web forms, and rage-click detection help you improve user experience, while customizable reporting and knowledge base analytics provide valuable insights.
You can learn more about this tool in our latest Freshdesk review.
Comes with a great AI tool that improves ticket routing and can function as a chatbot.
Allows customer interactions across multiple platforms.
Enhances collaboration and facilitates the creation of canned responses.
Offers web forms, personalized content, and rage-click detection to improve user experience.
Provides insights with one-click reports and knowledge base analytics.
The most advanced features are locked behind the higher tiers.
Some of the functionalities can be a bit buggy.
Growth, $15/agent/month, billed annually
Pro, $49/agent/month, billed annually
Enterprise, $79/agent/month, billed annually
Go to Freshdesk’s official website
4. Freshservice (Top ITSM Ticketing System)
Why we chose it:
Freshservice, another product from Freshworks, is an IT Service Management (ITSM) platform designed for IT departments. With over 40,000 customers, it helps ensure IT support activities align with company operations.
As an IT Infrastructure Library (ITIL) tool, Freshservice streamlines various service request phases, including strategy, design, and continual improvement. The tool is primarily used for technical issues and asset management, but it also offers real-time reporting.
Unfortunately, Freshservice doesn't have a free version. Pricing starts at $19 per user/month (billed annually).
Tailored for IT departments.
Streamlines various service request phases.
Efficiently handles software bugs and glitches.
Provides comprehensive asset tracking.
Offers immediate insights into IT operations.
There’s no free plan.
Its IT-oriented features might not be useful for non-IT departments.
Starter, $19/user/month, billed annually
Growth, $49/user/month, billed annually
Pro, $95/user/month, billed annually
Enterprise, $119/user/month, billed annually
Go to Freshservice's official website
5. Hubspot Ticketing System (Simple Help Desk Software for SMBs)
Why we chose it:
HubSpot Service Hub is a popular help desk solution developed by Hubspot. The software is geared toward startups and small businesses seeking to scale as it comes with several monthly plans, along with a free version.
HubSpot offers significant CRM functionality, standard conversation tools, a full suite of help desk automation features, customer surveys, real-time reporting, and knowledge base features.
Advanced plans provide team management for support department heads, as well as features like custom reporting, a multi-language knowledge base, and a customer self-service portal.
For even more details, read our comprehensive HubSpot CRM review.
Provides extensive customer data for each issue.
Offers a full suite of help desk automation tools.
Provides immediate insights into customer interactions.
Enables the creation of self-service resources for customers.
Ideal for startups and SMBs looking to grow.
Higher-tier plans can be expensive.
Additional costs apply for extra users.
Some users may find it complex to navigate its wide array of features.
Starter, $18/month for 2 users
Professional, $450/month for 5 users
Enterprise, $1200/month for 10 users
Go to HubSpot’s official website
6. Liveagent (Top Help Desk Platform for Freelancers and Solo Entrepreneurs)
Why we chose it:
LiveAgent prioritizes simplicity, offering a robust ticketing system with a universal inbox for managing tickets, including tagging and note-adding functionalities.
Tickets can transition between channels, and canned messages can be automated. LiveAgent supports SLA management, crucial for customer satisfaction, and provides various communication tools like live chat, a call center, and social media tools.
A customer portal and knowledge base builder are also included.
Centralizes ticket management, including tagging and note-adding functionalities.
Allows seamless transition of tickets between channels.
Helps maintain service level agreements.
Provides diverse tools like live chat, a call center, and social media utilities.
Facilitates creation of self-service resources for customers.
May require some time for users to fully understand its functionalities.
No free plan.
Go to LiveAgent's official website