Companies always look forward to making the communication between their agents and customers more interactive, as communication is the only medium through which they can connect with their audiences.
Whether it is communicating with users to help resolve their issues or queries, most businesses require one or the other way to handle those conversations.
Here, the best help desk software can help you untangle all such worries and help in managing the conversations, too.
Key Takeaway :
The top 13 help desk software of 2024 provide a wide range of features to streamline support processes, save time, and offer live-chat functionality. When choosing the right help desk tool for your business, it’s essential to consider factors such as user experience, multi-language support, security, pricing, and integrations to ensure it aligns with your business needs and budget.
What is HelpDesk Software?
Consider Help Desk your best friend, who will bring more business by providing the best customer experience and support to your customers with its streamlined features.
The best help desk software must-have features like:
- Live chat
- Knowledge base
- Integrations
- Ticket Automation
- Reporting & analytics
- Self-service portal
- Omni-channel access
- Multi-channel support
- Security
- SLA management
- Customization
- Automated notifications
After looking into its features, the next question will be:
Why There’s a Need to Go for the Help Desk Software?
Help Desk software can provide several benefits for businesses of all sizes. If you are looking for ways to improve the efficiency, visibility, cost-effectiveness, compliance, and employee satisfaction of your customer support operations, you should not wait to add the best help desk tool to your business.
Let’s know how the Help Desk tools can help you.
To Improve Efficiency
Help desk software can help you improve the efficiency of your customer service operations by providing a centralized location for all customer inquiries, as well as tools for tracking and managing tickets. This can help you reduce the time it takes to resolve issues, improve customer satisfaction, and free up your team to focus on more strategic tasks.
To Increase Visibility
The help desk can provide you with increased visibility into your customer support operations, allowing you to track trends, identify areas for improvement, and make better decisions about how to allocate resources. This can help you improve the overall quality of your customer service and provide a better customer experience.
To Reduce Costs
The help desk tool can help you reduce the costs associated with customer support by automating tasks, streamlining processes, and improving efficiency. This can free up your team to focus on more strategic tasks while also reducing the need to hire additional staff.
To Improve Compliance
Help desk software can help you improve compliance with industry regulations by providing a centralized location for storing and managing customer data. This can help you protect customer privacy, as well as meet the requirements of specific regulations, such as HIPAA and PCI DSS.
To Improve Employee Satisfaction
Help desk software can help improve employee satisfaction by providing a centralized location for storing and managing customer data. This can help employees access the information they need to resolve issues quickly and efficiently, as well as provide them with the tools they need to provide a better customer experience.
Now, it’s time to unfold the list of some of the best help desk software that could benefit your business and customers.
So, come with us!
List of 13 Best Help Desk Software to Look for in 2024
1. Desku
Desku is the best help desk software that eases its customers with a wide range of features and helps to streamline support processes, save time, and offer live-chat functionality.
Desku’s robust ticketing system allows you to manage and effectively track customer inquiries.
Its seamless integration with WooCommerce, BigCommerce, and Shopify to better serve its customers across various platforms.
The wide range of features it offers helps in effectively managing and resolving support requests. Desku has all the crucial aspects a modern help desk software should possess.
Key Features:
- Unified inbox system
- SLA management
- No-code chatbot builder
- Integrates with platforms like Shopify, BigCommerce, WooCommerce, and Ecwid
- Advanced reporting & analytics
- 24/7 customer support
- Live chat
- Knowledge base
- CSAT feature
- Great ticketing system
Pricing:
- 14-day free trial is available
- Essential: Starts at $29/user/month.
- Business Plan: $59 per user/month.
- Enterprise Plan: at $89/user/month.
2. Live Chat
Live chat is a complete help desk software to help support customers and the sales team.
You will be able to add chat widgets to your websites and can manage multiple communication channels from a single dashboard, including SMS, chat, and email apps.
You can also import email, Apple Business Chat messages, Facebook Messenger, and SMS into your live chat system to efficiently manage support requests.
Key Features:
- Integrates with platforms like Salesforce, Shopify, WhatsApp, and Pipedrive.
- Chat widget
- Sales & Marketing
- Canned response
- Video & screen-sharing
Pricing:
- Starter: $20/month
- Team: $41/month
- Business: $59/month
- Enterprise: on request
Read More:9 Best Livechat Alternatives For Customer Support Team
3. HelpDesk
Helpdesk is a cloud-based ticketing system for all sized organizations. The company claims that over 5,500 experts are benefiting customers via automation features.
It helps manage all your customer messages and resolves every case in one place. A single help desk platform for better collaboration as they delight customers with swift support.
Key Features:
- Automate tasks
- Perform bulk actions
- Use real-time reporting
- Spot collisions
- 24/7 customer support
- Team collaboration
Pricing:
- Team plan: $29/month
4. Hiver
Hiver is the best help desk software as it enables you to do things that include assigning conversations to the right agent and leaving internal notes on conversations.
Hiver also caters to you with other help desk features, such as customer satisfaction surveys, a knowledge base, reporting, automation tools, and integrations. However, you’ll only find some of these features if you splurge the penny on higher plans.
Key Features:
- Email management
- Integrations
- Reporting & analytics
- Multi-channel support
- Email templates
- Collision detection
- Targeted notes notifications
Pricing:
- Lite: $9/user/month
- Pro: $33/user/month
- Elite: $48/user/month
5. Freshdesk
Freshdesk is a help desk that is idle for large teams. With Freshdesk, you’ll get access to knowledge base tools, shared inbox, and chat capabilities for managing support requests.
Access to third-party integrations to connect your tech stack. Besides this, Freshdesk’s pricing plans are complex as several add-ons exist. In addition to this, the features that we mentioned above are only available on the higher-tier plans.
Key Features:
- Collaborative system to review your content
- Several formatting options
- Service management
- Integrates with Slack, Shopify, and Jira
- Version control system
- Direct customer interactions
Pricing:
- Growth: ₹999/month
- Pro: ₹3599/month
- Enterprise: ₹5699/month
6. Front
Front is the best help desk software for group email collaboration.
When interacting with customers, teams usually leverage a group email address like [email protected] to accept customer tickets. However, teams always prefer to interact from personal email addresses, but still, they want the help desk software functionality.
You can connect social media accounts, SMS, and email to a shared inbox and include productivity features such as automation and internal notes to minimize manual work.
Key Features:
- Easy-to-use collaborative inbox
- Omni-channel communication
- Reporting & analytics
- Enterprise-grade security & compliance
- Onboarding & solution design
- Automate workflows
- Custom build hours such as integration development and API advisory
Pricing:
- Growth: $59/month
- Scale: $99/month
- Premier: $229/month
7. Jira Service Management
Jira Service Management is for technical and engineering teams; thus, it is popularly known as a project management tool.
The platform is a great help desk software that lets your team manage requests, problems, incidents, knowledge, configuration, and assets in one area.
It permits you to create self-service portals for end-users & has collaboration characteristics such as chat requests and shared inbox for email management combined with AI tools, reporting capabilities, and custom workflows. It makes responding to user requests an efficient and simple process.
Key Features:
- Excellent service experience to customers
- Knowledge management
- Self-service portals
- Custom workflows
- Reporting capabilities
- Capacity management
- 24/7 premium support
- Advanced roadmaps
Pricing:
- Standard: $82.50/month
- Premium: $160/month
- Enterprise: contact sales
8. ZohoDesk
Zoho desk is one of the best help desk software and is popularly known as a customer relationship management tool, and makes a support solution for customer communications.
Zoho Desk includes basic features like a knowledge base and shared inbox tool. They also offer advanced features like AI assistance and automation for conversation sorting and tagging.
Key Features:
- AI assistance and automation
- Conversation sorting & tagging
- Seamless integration
- Ticket management
- Omni-channel support
- Multi-brand help centre
Pricing:
- Forever Free: Free plan with limited features
- Standard: $10.79/agent/month
- Professional: $18.88/agent/month
- Enterprise: $32.36/agent/month
9. Kustomer
Kustomer is a unique combination of project management and help desk software. It provides multi-channel support for social accounts, email, chat, and phone.
On the project management, build, assign, and set tasks’ due dates. Moreover, you’ll be able to see a complete image of each user and update multiple systems, which saves you energy and time. Though it offers various advanced features, you’ll also agree with the point that its pricing is quite expensive and confusing.
Key Features:
- Ensure data security
- Visual theme builder
- AI-powered customer service
- Integrates with Ada, Babelforce, Amazon Redshift, Acuity Scheduling and more.
- Add custom objects to profiles
- Multi-brand support
Pricing:
- Enterprise: $89/user/month
- Ultimate: $139/user/month
10. Solarwinds Service Desks
Solarwinds is the perfect help desk to support IT teams. With this, you’ll be able to craft an online form which helps customers to submit service-related requests.
You can create a self-service portal & automate some tickets to lower your staff’s manual work.
Key Features:
- Incident management
- Service management
- Multi-factor authentication
- Custom fields and forms
- Advanced automations
- Contract management
Pricing:
- Essentials: $39/month
- Advanced: $79/month
- Premier: $99/month
11. Gorgias
Gorgias helpdesk software mainly focuses on e-commerce. Gorgias provides standard features like a live chat tool, a knowledge base tool, and a shared inbox tool. It seamlessly integrates with BigCommerce, Magento, and Shopify.
With these integrations, you’ll be able to see order details and also do refunds from your help desk, which will save you time ad work hassle-free
Key Features:
- Ticket management
- Personalized service
- Boost cross-team collaboration
- Smart AI and automations
- Hyper-segmented chat campaigns
Pricing:
- Basic: $50/month
- Pro: $300/month
- Advance: $750/month
- Enterprise: contact sales
12. Spiceworks
Spiceworks is a great help desk solution for IT firms to manage multiple clients. It helps you to organize and manage conversations and set up a self-service portal to empower people to get resolutions of their queries on their own.
You’ll be able to automate various manual tasks for your IT professionals. If you are a company that offers IT services to various clients, then you’ll be able to craft user portals and individual sites. Moreover, the most overwhelming thing is that Spiceworks is free of cost.
Key Features:
- Automated routing
- Application management
- Assignment management
- Asset tracking
- Access controls/permissions
- Bandwidth monitoring
Pricing:
- Free of cost
13. SysAid
SysAid is an excellent helpdesk platform that helps to manage internal IT requests. They serve various SLA management features such as workflow and ticket automation to decrease SLAs.
Moreover, you can also craft a self-service portal for knowledge management to ease your employees with handling basic functionalities like resetting passwords.
You’ll be able to handle things faster with the help of default forms and a host of templates or build custom ones to serve your team with the best.
Key Features:
- Ticket management
- Self-service portal
- Knowledge base
- Password resetting
- Password services ROI calculator
- Incident management
- Problem management
- Change management
- Service-level management
- Knowledge management
- Digital workflows
- Flexibility
- IT Asset management
- Network discovery
- Service desk automation
Pricing:
- Price on request
Read More:SysAid Alternatives: Top 9 ITSM Solutions Streamlining IT Support
How to Choose the Best HelpDesk Tool for Your Business?
Choosing the best help desk has been a crucial task to know the features, functionalities, and pricing plan. There are several ways to categorize them.
Let’s briefly understand this:
✅ Feature Fit
Before opting for the best help desk software, you should always look at what features it holds to function and achieve the desired goals seamlessly. One should not compromise with the features as it can significantly impact your company’s growth and success.
✅ Business Model Fit
The processes, work culture, command chain, and structure of your business should be idle for the help desk that you’re opting for. If your business has branches in multiple localities, you will require help desk software that completely supports and adapts this structure.
✅ User Experience
When choosing the right help desk tool for your business, it’s essential to remember that the software has an intuitive interface and must be easy to use. This way, your experts will be productive, and users will not feel averse to leveraging your help desk and taking advantage of excellent user experience.
✅ Multi-language Support
If the business is serving more than one country, then it becomes necessary to look for a solution that supports multiple languages. This will help your team to serve its customers globally and resolve their queries.
✅ Security
The help desk platform should provide basic and advanced security features like access permissions and data encryption to protect the company’s information and data.
✅ Pricing
While choosing the help desk software for your business, you must balance the features and pricing plans according to your budget.
✅ Integrations
If you want to convert your IT help desk into a central command centre to look into all the activities or to let your help desk work excellently with CRM apps, you must look into API or native integrations.
Final Words on Choosing the Right Helpdesk Software
When seeking the best helpdesk software, it’s common to get confused regarding what to choose and what not to. So, what’s best in this case?
We suggest you choose Desku, the most reliable and best help desk software, because of its integrations and sleek features. It also helps you to provide better customer support service and boost sales.
So, if you don’t want to burn your pocket with high plans, you must go with Desku.
FAQs
What is help desk software, and why is it important for businesses?
Help desk software is a tool that centralizes and manages customer inquiries, streamlining support processes. It enhances efficiency, improves customer satisfaction, and provides valuable insights through features like ticketing systems, live chat, and knowledge bases. Implementing such software helps businesses handle customer interactions more effectively, leading to better service and operational efficiency.
How does help desk software improve customer satisfaction?
Help desk software enhances customer satisfaction by ensuring timely and efficient responses to inquiries. Features like live chat and ticketing systems facilitate quick issue resolution, while knowledge bases empower customers to find solutions independently.
Can help desk software integrate with other tools my business uses?
Yes, many help desk software solutions offer integrations with various business tools, including CRM systems, e-commerce platforms, and social media channels.
Is help desk software suitable for small businesses, or is it only for large enterprises?
Help desk software is beneficial for businesses of all sizes. Many solutions offer scalable features and pricing plans tailored to the needs of small to medium-sized businesses, as well as large enterprises. Implementing such software can help small businesses improve their customer support efficiency and professionalism, contributing to growth and customer loyalty.
How do I choose the right help desk software for my business?
To select the appropriate help desk software, assess your business needs, budget, and the specific features required. Consider factors like user experience, scalability, integration capabilities, and customer support. Reviewing comparisons and guides, such as your blog post, can provide valuable insights into the top options available, helping you make an informed decision.
