Best Help Desk Software 2021 - Overview

  • Overview
  • Buyer's Guide
  • Resources

What is Help Desk Software?

Help Desk software is a centralized portal where customers or internal team members can submit questions, receive product support, or resolve technical issues efficiently through an automated ticketing system.

Most help desk software systems leverage a ticket system that gives the customer or team member the option to select the type of support they need and submit their question using menus or free-form text boxes. Once this information is submitted, the system creates a ticket and moves the request into queue, according the nature of the request and which department should receive it to provide assistance.

Your staff can work through tickets in order of priority or submission to provide answers and support in a streamlined, organized fashion that is all tracked and stored in your system, creating a record of all the communication and work that took place from the time the ticket was opened until the issue was resolved. Using help desk software ensures that customer or team support requests are handled in a timely manner and gives your support teams the tools they need to work more efficiently. 

Help Desk Software Vs. Contact Center Software

While help desk software and contact center software solutions are both rooted in service, these two systems are typically used in quite different ways.

Help desk software is typically used by companies to provide internal technical support to their own teams or help track work done in certain releases and upgrades to their systems. It may also be used by companies who offer technology-based services, as a way to manage technical requests and questions. 

On the other hand, contact center software provides a full suite of multi-channel (email, phone, chat, etc) tools that are intended to serve customers and help them with questions, resolve issues related to products or services, or upsell them to other products. Contact center software tracks customer interactions and provides tools to analyze customer behavior and patterns with advanced analytics. A contact center may actually support many departments within a company, including inbound customer care as well as outbound sales and marketing.

The top features in Help Desk software include:

  • Ticketing automation
  • Customizable ticket submission forms
  • Grouping of related tickets
  • Service Level Agreement (SLA) management
  • Tags for organizing tickets
  • Customizable ticket pages by customer or employee
  • Customizable, individual ticket queues
  • Customizable ticket statuses (other than just “open” or “closed”)
  • Control of public and private ticket updates and actions
  • Inventory integration

The benefits of Help Desk software include:

  • Streamlined, efficient management of tech support requests and issues.
  • Enhanced visibility into all open issues, for staff and customers, from the time a ticket is opened until it’s resolved.
  • Improved agent and technical support productivity and organization.
  • Fewer missed service or support requests.
  • Simplified operations and more ease in meeting SLAs.

The level of service that customers and internal employees expect has increased substantially thanks to the conveniences and speed of technology and how it supports service today. Help desk software will continue to innovate along with this trend to ensure that solutions offer all the tools that a company needs to provide superior support and keep pace with the demands that puts on staff. 

Support and service is becoming more popular on social channels, and many consumers will seek help, advice, and support through social channels. Help desk software (along with other software solutions) are becoming more robust in how they integrate with social channels and will continue to provide tools to support this trend.

Top 10 Help Desk Software
  • Live Agent
  • TOPdesk
  • ServiceDesk Plus
  • UseResponse
  • MSP Manager
  • FuseDesk
  • Vision Help Desk
  • ServiceWise
  • Elementool
  • List View
  • Chart View
  • Grid View
Cost (All)
 
Platforms (All)
 
Company Size (All)
Product Name
Wheelhouse Score
Rating
Features
Pricing
Select product
Live Agent

By Quality Unit, LLC.

Wheelhouse Score
4.59/5
Excellent
Rating
4.76/5
Excellent
Features
5.00/5
Excellent
Pricing
Economy

LiveAgent provides a robust collection of Helpdesk features and functionalities that help your agents provide stellar care while working more efficiently with a centralized system and automations designed for a smooth experience all around. With LiveAgent, you can connect with your customers where t...

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TOPdesk

By TOPdesk

Wheelhouse Score
4.43/5
Excellent
Rating
4.80/5
Excellent
Features
4.48/5
Excellent
Pricing
Economy

TOPdesk is a comprehensive Service Management software that can help connect departments within your company with more tools to work effectively together while solving system issues and collaborating more productively. TOPdesk comes complete with Help Desk functionality as well, so your agents can b...

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ServiceDesk Plus

By ManageEngine (Owned by Zoho)

Wheelhouse Score
3.27/5
Above Average
Rating
4.44/5
Excellent
Features
3.36/5
Above Average
Pricing
Mid-Range

ServiceDesk Plus from ManageEngine helps your IT team work more efficiently and proactively to deliver an excellent client experience while reducing the amount of time needed to complete daily tickets and tasks.

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UseResponse

By UseResponse Inc.

Wheelhouse Score
3.19/5
Above Average
Rating
4.50/5
Excellent
Features
2.07/5
Average
Pricing
Lower-Cost

UseResponse is a Help Desk, Customer Service System, Communication Platform, Support Suite and Social CRM all in one centralized set of tools and functionality. UseResponse offer both cloud-based solutions and on-premise system deployment so that your business can choose the best set of tools and us...

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MSP Manager

By SolarWinds Worldwide, LLC.

Wheelhouse Score
3.07/5
Above Average
Rating
4.14/5
Excellent
Features
2.07/5
Average
Pricing
Lower-Cost

SolarWinds provides a variety of different security solutions to help you fully protect your business, from server backups, remote IT management, and all-inclusive systems for managing and protecting your business devices and data.

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FuseDesk

By Asandia, Corp.

Wheelhouse Score
2.86/5
Above Average
Rating
4.00/5
Above Average
Features
2.59/5
Above Average
Pricing
Mid-Range

FuseDesk is a unique support platform that was created by entrepreneurs and business owners who were looking for a way to streamline support activities, improve customer interactions, and analyze support efforts all in one easy to use solution. FuseDesk provides tools that can be used to support mul...

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Vision Help Desk

By JPK Software Solutions Pvt. Ltd.

Wheelhouse Score
2.83/5
Above Average
Rating
4.00/5
Above Average
Features
4.48/5
Excellent
Pricing
Expensive

Vision Help Desk offers a full suite of customizable tools that you can use to elevate your customer experience and streamline both your internal and external Help Desk functions. Vision Help Desk packages range from basic, must-have tools for ticketing and incident management to Enterprise-grade sy...

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ServiceWise

By TechExcel, Inc.

Wheelhouse Score
2.41/5
Average
Rating
2.00/5
Average
Features
2.24/5
Average
Pricing
Lower-Cost

ServiceWise provides customizable tools that can be used to run and manage an internal helpdesk and also offers features and capabilities that support internal helpdesk and IT Service Management (ITSM) solutions.

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Elementool

By Elementool INC.

Wheelhouse Score
2.04/5
Average
Rating
1.00/5
Average
Features
1.12/5
Average
Pricing
Economy

Elementool provides Help Desk tools for companies who want to improve their support and streamline workflows related to internal and external support. In addition to the standard functionality of a help desk solution, this software provides features for issue tracking, scheduling, and business rules...

Learn more about Help Desk Software

What is Help Desk Software?

Help Desk software is a centralized portal where customers or internal team members can submit questions or resolve technical issues efficiently though a ticketing system. Help Desk software can be used to support customers or provide support to end users of products or services. 

What Does a Help Desk System Do? 

A Help Desk provides a centralized portal for customers or end users of a product or service offered by a company to obtain support, get answers to questions, and troubleshoot issues through an organized ticket system. 

What is the Difference Between Help Desk and Service Desk?

The difference between a help desk and a service desk is that a help desk is often used for IT support, fixes, and troubleshooting while a service desk is structed around customer questions and product support. 

What is the Difference Between Help Desk and Contact Center?

The difference between help desk and contact center is that a Help desk software is typically used by companies to provide internal technical support to their own teams or help track work done in certain releases and upgrades to their systems. 

On the other hand, contact center software provides a full suite of multi-channel (email, phone, chat, etc) tools that are intended to serve customers and help them with questions, resolve issues related to products or services, or upsell them to other products. 

What are the Common Features of Help Desk Software?

The common features of help desk software include:

  • Contact Points
  • User-Friendly Interface & Dashboards
  • Efficient Ticketing 
  • Knowledge Base
  • Self-Service Portal and Tools
  • Escalation Options
  • Workflow and Ticketing Automation
  • Customer Satisfaction Surveys

What are the Main Components of Help Desk Support?

The main components of help desk support include:

  • Incident Management and IT Support
  • Trouble-Shooting and Problem Solving
  • Change Management
  • Automated Ticketing Workflows
  • Service Requests

What are the Benefits of Help Desk Software?

The benefits of Help Desk software include:

  • Streamlined, efficient management of tech support requests and issues.
  • Enhanced visibility into all open issues, for staff and customers, from the time a ticket is opened until it’s resolved.
  • Improved agent and technical support productivity and organization.
  • Fewer missed service or support requests.
  • Simplified operations and more ease in meeting SLAs.

What are the Challenges with a Help Desk?

The challenges with a help desk include:

  • Multiple requests coming through multiple channels for support or service
  • Lost issues
  • Prolonged resolution times
  • Wasted time due to interruptions or dealing with repetitive, manual tasks
  • Low IT or customer satisfaction ratings
  • High operational costs

How to Buy Help Desk Software?

You can use the following checklist to help you determine how to buy the best Help Desk software for your business.

  • Focus on business needs, service issues, and growth goals driving the decision to get a new or upgraded Help Desk system.
  • Plan for data migration, implementation costs, IT involvement, and any downtime that may impact customer or technical support during the transition.
  • Make a plan to support user adoption through training.
  • Understand the support processes you’re looking to streamline and automate.
  • Don’t skip the product demos offered by Help Desk software vendors to show features and functionality.
  • Understand reporting and analytics needs.

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