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)
Founded in Denmark in 2007, Zendesk has evolved to become the best help desk software, serving over 160,000 users across 160 countries. 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.
Comprehensive reporting and compatibility with Microsoft Teams add to its functionality, making it one of the top help desk software options. 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
Visit Zendesk for Service
2. Zoho Desk (best small business ticketing system)
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. It 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
Visit Zoho Desk
3. Freshdesk (best help desk CRM ticketing system)
Freshdesk, created in 2010 by Freshworks, is the company's primary customer service software. It’s 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. Customizable reporting and knowledge base analytics provide valuable insights.
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
4. Freshservice (top ITSM ticketing system)
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
5. Hubspot ticketing system (simple help desk software for SMBs)
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. It 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, multi-language knowledge base, and customer self-service portal.
Provides extensive customer data for each issue.
Offers a full suite of help desk automation tools.
Provides immediate insights into customer interactions.
Enables 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
Visit Hubspot Service Hub
6. Liveagent (top help desk platform for freelancers and solo entrepreneurs)
Founded in 2004, LiveAgent evolved from creating B2B apps to improving customer satisfaction. The platform 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.
7. ServiceNow (IT help desk ticketing system for large IT departments)
ServiceNow is a powerful IT help desk ticket system used by organizations to streamline and manage their IT service management (ITSM) processes. It provides a centralized system for logging, tracking, and resolving IT tickets, streamlining the process of incident management. Automated workflows in ServiceNow direct tickets to the right support agents to help improve efficiency and reduce resolution time. It’s one of the most popular IT ticketing systems across industries like manufacturing, financial services, healthcare, and telecommunications. ServiceNow is widely used by large IT departments and software development companies tracking software development workflows. Government and educational institutions also leverage ServiceNow for daily workflow management.
Efficiently logs, tracks, and resolves IT tickets.
Automated workflows enhance efficiency and reduce resolution time.
An integrated knowledge base allows users to solve common issues themselves.
Provides insightful data for continuous improvement.
Suitable for both small businesses and large enterprises.
Configuring and setting up the platform takes time.
The system can sometimes be very slow and buggy.
Public pricing not available
8. Jira Service Management (best IT help desk software for agile teams)
Atlassian's Jira, known for its robust project and ticket management capabilities, offers Jira Service Management. This platform, mainly used for IT Service Management (ITSM), syncs IT with other departments, facilitating 'devs meets ops'. It provides high-velocity service management with real-time tracking of requests and support tickets, effective change management, and fosters collaboration with features like asset and knowledge management. If you're an operation with fewer than three IT support reps, a free version is available. For larger teams, premium plans are $21 or $47 per user per month, while enterprises can request a custom quote.
Seamlessly integrates with other Atlassian products.
It’s suitable for both small teams and large enterprises.
You can track support requests and tickets in real time.
Its features facilitate effective team collaboration.
It has a strong emphasis on aligning IT teams with other departments.
Can be complex and might require a learning curve for new users.
The cost can add up for larger teams.
Enterprise, contact sales
Visit Jira Service Management
9. Kayako (great cheap help desk software)
Operating since 2001, Kayako is a customer service application designed to enhance loyalty through multichannel communication, including mobile, social media, email, and live chat. It provides a comprehensive view of customer interactions and offers a self-service desk for quick solutions. Kayako promotes team collaboration and integrates with third-party apps like Slack, Salesforce, and Stripe. The platform's automation capabilities help eliminate repetitive tasks. Pricing ranges from $15 to $60 per agent per month, offering features from omnichannel inbox to advanced workflow customization.
Offers support via various channels.
Gives a detailed overview of a customer's journey.
Seamless integration with numerous third-party apps like Slack and Salesforce.
Allows automation of repetitive tasks.
Facilitates efficient team collaboration for better service delivery.
The advanced features are only available at the higher price points.
Weak reporting capabilities.
10. HelpScout (good online tech support software for ease of use)
HelpScout is the best technical support software if you’re looking for ease of use. It's one of the best online help desks that streamlines web based IT support for businesses of all sizes. It comes packed with key features like a shared inbox for managing customer emails, a knowledge base for self-service support, live chat capabilities, and robust reporting for insightful analysis. The platform streamlines customer service tasks through automation and collaborative features, helping teams deliver personalized and efficient support. It also offers a range of third-party integrations with other popular business tools. HelpScout's cost-effective plans and startup-friendly offers also make it an attractive choice for growing businesses.
Offers cost-effective plans, ideal for small and growing businesses.
Provides a shared inbox, knowledge base, live chat, collision detection, and reporting.
Enables automation of actions based on simple if-this-then-that logic.
Allows integration with over 50 third-party apps.
Provides six months free for startups and a 30-day money-back guarantee.
The range of features might require some time for users to fully onboard.
Might not be sufficient for complex IT service management needs.
Standard, $20/user/month, billed annually
Plus, $40/user/month, billed annually
Pro, $65/user/month, billed annually
11. Salesforce Service Cloud (good customer service desk ticketing system for large businesses)
Salesforce Service Cloud, a comprehensive service desk application, offers a robust customer support ticketing system to streamline queries. As a service desk solution, it comes with a powerful AI tool, which enhances customer interactions by providing real-time responses. The support desk includes community features like a knowledge base builder, FAQs, forums, and more. Additionally, it allows the creation of personalized customer portals for a branded experience.
Offers a broad suite of customer service tools.
Einstein AI enhances customer interactions.
Provides a good deal of community features.
Allows creation of personalized customer portals.
Integrates well with other Salesforce products.
Can be overwhelming due to its rich features.
High pricing for premium features.
Essentials, $25/user/month, billed annually
Professional, $75/user/month, billed annually
Enterprise, $150/user/month, billed annually
Unlimited, $300/user/month, billed annually
Visit Salesforce Service Cloud
12. Spiceworks (community-driven IT ticketing system)
Spiceworks is a free, community-driven IT management platform used by millions of IT professionals worldwide. It provides a comprehensive suite of tools for IT departments, including a help desk software, network monitoring, inventory, and more. The help desk software enables businesses to manage user tickets, organize tasks, and address IT-related issues. Being web-based, it allows IT teams to track and manage issues from anywhere. Spiceworks also fosters a large online community where IT pros can collaborate, share advice, and learn from each other.
Can be an excellent choice for budget-conscious businesses.
The platform is easy to set up and use, even for those without extensive IT experience.
An active and knowledgeable Spiceworks community.
Offers a wide range of tools like help desk, inventory management, and network monitoring in a single platform.
Allows the creation of custom categories and fields to better organize tickets.
It might not perform as efficiently as some premium products when handling large networks.
Though it covers basic needs effectively, it might lack advanced features found in paid solutions.
As a free product, Spiceworks is ad-supported, which might be distracting to some users.
Free to use
13. Solarwinds Service Desk (best automated help desk solution)
SolarWinds Service Desk is a cloud-based, AI-enhanced IT service management (ITSM) platform designed to expedite resolution times and bolster productivity. The platform is ITIL-ready, providing modules for incident, problem, release, and change management, and an effective Configuration Management Database (CMDB).
It incorporates IT asset management for thorough life cycle oversight of hardware, software, licenses, contracts, and more. The service desk also offers automation for ticket classification, routing, and correlation, and self-service capabilities with a resourceful knowledge base. Other features include a service catalog for cross-departmental processes, REST APIs, customizable reports, customer satisfaction scores, and service-level agreement management. Pricing begins at $39 per user per month.
The AI capabilities significantly speed up resolution times.
It provides comprehensive ITIL-ready modules.
The software includes automation for ticket classification, routing, and correlation.
IT asset management features provide complete oversight of hardware, software, licenses, and contracts.
REST APIs and integrations with various tools extend its functionality.
The cost could escalate for large teams or when using premium features.
The software might be too complex for small businesses with straightforward needs.
Starts at $39/user/month
Visit Solarwinds Service Desk
14. Happyfox (best help desk app if you need simplicity)
HappyFox, a California-based SaaS tool, is a feature-rich customer service platform geared towards SMBs and large organizations. Like other help desk applications, HappyFox provides all-in-one support, turning emails, calls, chats, social media, and customer inquiries into tickets. It also includes live chat and chatbot options for real-time communication with website visitors. Its knowledge base and community forum builder allow customers to find solutions independently.
Offers a broad suite of tools including email ticketing, live chat, and a robust knowledge base.
Allows users to tailor the help desk to their specific needs.
Facilitates adherence to service agreements.
The AI assistant can streamline ticketing and provide advanced assistance.
The platform is intuitive and easy to navigate.
Lacks call management features.
There’s no free option.
Expensive monthly plans for unlimited agents.
Mighty, $29/agent/month, billed annually
Fantastic, $49/agent/month, billed annually
Enterprise, $69/agent/month, billed annually
Enterprise Plus, $89/agent/month, billed annually
Starter, $1,499/month, unlimited agents, billed annually
Growth, $1,999/month, unlimited agents, billed annually
Scale, $2,999/month, unlimited agents, billed annually
Scale Plus, $4,999/month, unlimited agents, billed annually
15. Microsoft Dynamics 365 (great help desk software for Microsoft users)
Microsoft Dynamics 365's customer service module is an advanced customer support solution. It unifies customer interactions across various channels for a personalized service experience. Its robust case management feature allows efficient tracking, managing, and resolution of support tickets, ensuring they're properly prioritized and assigned. An omnichannel engagement feature facilitates seamless interaction with customers through their preferred channel, be it email, phone, chat, or social media. Also, the Microsoft help desk software has a knowledge management system that empowers both customers and agents to find solutions to common issues.
Integrates well with other Microsoft products.
It offers comprehensive customer service across multiple platforms.
It leverages AI for automated insights and predictions.
It provides efficient tracking, prioritization, and assignment of support tickets.
The platform can be overwhelming for beginners.
It can be expensive for small businesses.
Dynamics 365 Customer Service Professional, $50/user/month
Dynamics 365 Customer Service Enterprise, $95/user/month
Visit Microsoft Dynamics 365
16. Vision Helpdesk (multi-channel enterprise ticketing system)
Founded by Indian IT major JPK Software Solutions, Vision Helpdesk is an enterprise help desk software offering cloud, on-premise, and satellite IT solutions since 2007. Its multi-channel services include email, phone, live chat, social media, and custom tools via an API. With SLA and escalation rule-based workflows, it promotes team collaboration through gamification and knowledge sharing. Features like customizable customer portals, mobile apps, and various billing tools complement its functionality. Pricing begins at $12 per agent per month (annual billing) or a $200 one-time license fee, with a Pro version available at higher rates.
Provides support across various channels.
It offers a customizable self-service customer portal.
Offers cloud, on-premise, and satellite IT options to choose from.
Comes with gamification features and knowledge-sharing capabilities.
Costs can add up for larger teams.
It may take some time for teams to learn how to use the system effectively.
Starter Help Desk (SaaS), $12/agent/month, billed annually
Pro Help Desk (SaaS), $20/agent/month, billed annually
Satellite Help Desk (SaaS), $24/agent/month, billed annually
Pro Service Desk (SaaS), $32/agent/month, billed annually
Ent Service Desk (SaaS), $48/agent/month, billed annually
Starter Help Desk (On-premise, recurring), $8/agent/month, billed annually
Pro Help Desk (On-premise, recurring), $16/agent/month, billed annually
Satellite Help Desk (On-premise, recurring), $20/agent/month, billed annually
Pro Service Desk (On-premise, recurring), $24/agent/month, billed annually
Ent Service Desk (On-premise, recurring), $32/agent/month, billed annually
Starter Help Desk (On-premise, one-time license), $200/agent, billed annually
Pro Help Desk (On-premise, one-time license), $400/agent
Satellite Help Desk (On-premise, one-time license), $500/agent
Pro Service Desk (On-premise, one-time license), $600/agent
Ent Service Desk (On-premise, one-time license), $800/agent
Visit Vision Helpdesk
17. Zendesk Sunshine (highly customizable cloud help desk software)
Zendesk Sunshine is a comprehensive, cloud-based ticketing system that operates as an open and flexible CRM platform. As a product of Zendesk, Sunshine is designed to provide businesses with a fully customizable and adaptable system for managing their customer relationships. With its powerful tools for data collection and analysis, Sunshine allows businesses to gain a 360-degree view of their customers, enhancing their understanding and providing tailored support experiences. Sunshine enables seamless integration with other Zendesk products and third-party applications, which makes it a versatile choice among cloud ticketing systems. Zendesk Sunshine is available with the Zendesk Suite plans.
Open and flexible.
It seamlessly integrates with other Zendesk products and third-party applications.
Provides a 360-degree view of customers.
Scales easily with business growth.
Its flexibility and extensive features can make Sunshine complex to set up and manage.
It might be expensive for small to medium-sized businesses.
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
Visit Zendesk Sunshine
18. Zendesk Sell (good ticketing system for sales teams)
Zendesk Sell, a sales automation tool, integrates seamlessly with Zendesk Support, providing a unified platform for sales and support teams. While not a ticketing system itself, Sell allows salespeople to view customer support history to understand your customers better. This results in personalized, informed support, which can enhance both sales processes and customer satisfaction.
Seamless integration with Zendesk Support.
Provides a comprehensive view of the customer.
Enhances customer experience by enabling personalized, informed interactions.
Automates data entry and sales tracking.
Not a standalone help desk and ticketing system; requires Zendesk support for full functionality.
Might be too complex for smaller businesses with simpler needs.
Team, $19 user/month, billed annually
Growth, $49 user/month, billed annually
Professional, $99 user/month, billed annually
Enterprise, $150 user/month, billed annually
Visit Zendesk Sell
19. Ringcentral (UCaaS solution with a help desk function)
RingCentral's Omnichannel Contact Center is a comprehensive, cloud-based platform for customer engagement across multiple channels. Serving as a help desk and ticketing system, it facilitates efficient handling of customer queries, automates responses, and ensures quick issue resolution. The platform includes real-time analytics for performance tracking, which makes it an effective tool for customer communication and support management.
Efficiently manages customer interactions across various channels.
Automated responses streamline customer interactions.
Allows tracking and monitoring of team’s performance and customer interactions.
New users may find the platform challenging to navigate due to its feature-rich interface.
The extensive features necessitate a certain level of training for effective use.
Pricing is not publicly available.
Contact sales for pricing
20. Atera (recommended IT help desk software for managed service providers)
Atera offers an intuitive, user-friendly help desk and ticketing system designed specifically for IT departments' needs. It enables real-time communication with end-users through live chat, alongside efficient ticket management. The software stands out with features like AI ticket tagging, which auto-categorizes and routes tickets based on specific keywords for speedy expert support. Atera's system also includes advanced scheduling and automated reports, providing insights like user satisfaction, total tickets resolved, and average ticket duration.
Atera's helpdesk is simple to use.
Its smart system sends issues to the right experts.
It automatically creates reports that help improve how you help your customers.
Sometimes, the smart system might not sort issues correctly and you have to fix it.
The mobile apps for iOS and Android are difficult to use.
Pro plan, $99/user/month, billed annually
Growth, $129/user/month, billed annually
Power, $169/user/month, billed annually
21. Team Support (collaborative IT help desk software for B2B)
TeamSupport is a support tool that helps customer service teams work together to solve customer problems faster. It has a system that automatically manages tickets to save you time on routine tasks. The tool lets you connect information about customers and products, which helps different teams like engineering and support understand customers better. TeamSupport works well with Microsoft Teams and Slack, but it also has its own chat space for team conversations. Plus, it helps teams stick to their customer service promises with its special features for managing service agreements.
Integrates well with other tools like Microsoft Teams and Slack.
It can automate repetitive tasks.
It ties customer data and product information together.
Some users find TeamSupport a bit complex initially.
The interface might not be as modern or visually appealing as some other platforms.
Essential Support, $49/agent/month
Enterprise Support, $69/agent/month
Complete Customer Support Suite, $119/agent/month
Visit Team Support
22. Intercom (best help desk software with marketing and sales tools)
Intercom is a robust customer support software that focuses on enhancing customer engagement and converting website visitors into customers. It provides a comprehensive suite of tools, including interactive chatbots and automated bots, that help businesses deliver personalized customer experiences. Not only does Intercom handle customer inquiries effectively, but it also plays a crucial role in customer acquisition and retention.
Effective chatbot for 24/7 customer service.
Converts website visitors to customers.
Offers personalized customer engagement tools.
Emphasis on chatbots may not suit all businesses.
Can be overwhelming for small businesses or startups.
Starter, starts at $74/month
Pro, custom pricing
Premium, custom pricing
23. mHelpDesk (top option for workshops and service providers)
mHelpDesk is a robust field service management software designed to supercharge the efficiency of service providers and workshops. It includes a ticketing feature that allows businesses to track service requests, manage jobs, and communicate with clients efficiently. With its robust customer support help desk system, you can organize and manage tickets, provide updates, and respond to client queries in a timely manner. Its field service focus also means it’s particularly well suited to businesses that need to manage and respond to customer issues in real-time across different locations.
mHelpDesk is user-friendly with a clear interface.
Streamlines service requests and job management.
Field service providers can access it on-the-go.
Limited ability to customize.
Some features may require time to master.
Pricing in not publicly available
24. Bitrix24 (CRM helpdesk ticketing system for startups)
Bitrix24's Customer Contact Center is a comprehensive customer support solution offering a wide range of communication channels for customer interaction. This platform integrates live chat, social media messaging, email, and telephony into a unified dashboard, making it easier to manage customer inquiries. Its tools include a helpdesk and ticketing system, CRM integration, telephony services, and an array of automation options for streamlined service. The system also supports collaboration and task management, allowing your team to work together more effectively. Its goal is to boost customer satisfaction while increasing efficiency in customer service workflows.
It provides seamless integration with CRM.
Its numerous automation features help streamline service and increase productivity.
Facilitates team collaboration and task management for improved service delivery.
There have been reports of occasional system slowdowns and bugs.
The more advanced features are only available in the higher-priced plans.
Basic, $49/month for 5 users
Standard, $99/month for 50 users
Professional, $199/month for 100 users
25. osTicket (best open source help desk software)
OsTicket, a leading open source ticketing system that services over 5 million users and 15,000 businesses worldwide. It facilitates efficient ticket assignment and transfer, using APIs to route tickets from various sources. The platform incorporates simple workflows, an auto-responder for personalized customer experience, and a user-friendly customer portal with a knowledge base. Fully compatible across operating systems, including Linux, osTicket exemplifies a well-structured helpdesk platform.
osTicket is free and customizable to your business needs.
Easily assign, transfer and manage tickets.
Automated responses using personalized information enhance customer experience.
The customer portal is easy to navigate and includes a comprehensive knowledge base.
The platform works across all operating systems, including Linux.
Customization requires technical know-how.
Certain advanced features may be available only in the paid version.
Cloud-hosted version starts at $9/user/month
26. Snow ITSM Enhancer (great option if you need ITSM integrations)
The Snow ITSM Enhancer is a solution designed to augment existing IT Service Management platforms. It bridges the gap between ITSM and IT Asset Management (ITAM) by providing detailed, real-time insights about hardware and software assets directly within your ITSM system. This includes data on software licensing, usage, hardware life cycles, and more. By leveraging this information, IT service desk agents can resolve incidents faster, make more informed decisions, and optimize software spend. It's an invaluable tool for organizations seeking to elevate their ITSM capabilities and improve overall IT efficiency.
Provides detailed, real-time insights about hardware and software assets directly within your ITSM system.
The additional asset information can help service desk agents resolve incidents faster and make more informed decisions.
By having a clear view of software licensing and usage, you can prevent unnecessary software spend.
Seamlessly integrates with existing ITSM platforms.
As an enhancer, it doesn't work as a standalone ITSM or help desk system.
The added layer of asset data can increase complexity and may require additional training for IT service desk agents.
Public pricing not available
Visit Snow ITSM Enhancer
Which of these help desk tools or support tickets software solutions is best for me? Our conclusion
Choosing the best IT support ticket system or help desk ticket software largely depends on your unique business needs, budget, and preferences. While we've awarded Zendesk for Service as the top pick overall due to its robust feature set, ease of use, and cost-effective plans, it doesn't imply it's the universal fit for all.
If you're seeking alternatives, both Freshdesk and Zoho Desk offer powerful functionalities that stand toe-to-toe with Zendesk. SMBs might find HubSpot's features more tailored to their scale and scope, while freelancers and solo entrepreneurs might gravitate towards LiveAgent for its affordability and simplicity. For agile teams, Jira's project management-centric approach to ticketing might be the perfect match.
Remember, the effectiveness of customer service desks isn't solely about the software you use, but about how well it aligns with your business objectives and enhances your customer service strategy. Always consider your team's workflow, the complexity of the issues you handle, and your customers' expectations when deciding on a help desk solution.