Help Desk Software

What is the best 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.

Companies typically use help desk software 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 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 support many departments within a company, including inbound customer care and outbound sales and marketing.

Features of Help Desk Software

The top features of 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

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 when 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 are put on staff. 

Support and service are 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 integrates with social channels and will continue to provide tools to support this trend.

Top 10 Help Desk Software

Zoho Desk / NinjaOne / GoTo Resolve / Vision Help Desk / LiveAgent / TOPdesk / ServiceDesk Plus / Zendesk Suite / MSP Manager / Ameyo

WH Score
8.0
UseResponse
10reviews
Starting Price:$0 per user / per year
UseResponse is a dynamic cloud-based help desk software platform that empowers organizations to achieve optimal task efficiency. UseResponse is user-friendly, even for those without technical knowledge. Its intuitive user interface and well-organized features ensure a seamless experience for all use...
WH Score
7.9
Atera
0reviews
Starting Price:$149 per user / per month
Atera is an IT Management platform that helps companies secure, streamline, and automate their IT support infrastructure by combining Help Desk, Ticketing, and Remote Monitoring & Management (RMM) in one AI-powered system. Atera provides a user-friendly interface and allows IT professionals to e...
WH Score
7.5
Front
17reviews
Starting Price:$19 per user / per month
Front is a complete CRM and Customer Success solution which ensures no task, message or customer quandary falls through the cracks. A central, unified console enables your team members to conduct omnichannel communications without having to toggle between multiple applications, while a mobile app al...
WH Score
7.3
Freshdesk
10reviews
Starting Price:$0 per user / per month
Freshdesk unifies contact center capabilities with the expertise and knowledge of help desks, giving consumers the benefit of having all their solutions in one place. A powerful, comprehensive ticketing system keeps all active agents aware of what others are doing to increase productivity and avoid ...
WH Score
6.8
ServiceWise
0reviews
Starting Price:N/A
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.
WH Score
5.9
FuseDesk
1review
Starting Price:$0 per user / per month
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...
WH Score
5.8
Elementool
0reviews
Starting Price:$89.99 per user / per month
Elementool Help Desk is a web-based help desk platform that helps organizations manage their customer support tickets. Clients can generate tickets, allocate them to particular representatives, monitor their status, and rank them in order of priority. Elementool Help Desk also comes with sophisticat...

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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