10 Best Help Desk Software with Reviews and Features

Proactive response and perfect communication are keys to your business' success; And in this case, Help desk software is your best bet!

Regardless of your company's size, communicating with customers, resolving their issues, and handling your employees' requests and tasks all at the same time can be a real challenge.

In the aftermath of the recent pandemic, the demand for online purchasing has increased more than ever and shifted a vast amount of businesses into online commerce.

Additionally, many companies have embraced the remote and hybrid work models letting thousands of employees work from home.

Therefore, it raises the question of how a company can effectively communicate with its customers and employees? I assume you already know the answer, no?

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A leading-edge help desk software is the word you’re trying to find.

Help desk software is the best solution to empower your business to control customers' communications and reduce the workflow of your support agents while resolving their issues.

So if you are looking for the best help desk software for your business, your search stops here. ✋🏻🛑

In this blog post, we're going to provide you with the top 10 help desk software along with their key features and pricing details.

But first, let's talk a little more about help desk software and their key features in Ecommerce.

Please feel free to jump directly to the tools in the table of contents below if you're familiar with this concept. 👇🏻

What is Help Desk Software?

A help desk software, also known as service desk software, is the core of a well-run support system.

Help desk software is a tool you can use to organize, manage and respond to all incoming service-related requests in one platform.

This system can be used for both external requests from customers and internal service requests from the team.

The different features of help desk tools allow you to track your team's performance, deal with your customers' queries, and improve your services.

Support desks provide your company with various tools that can help you consolidate all your customer interactions and offer them a consistent experience no matter how they approach your brand.

Listed below are a few ways that help desk software can benefit you in the long run:

  • Helps maintain customer satisfaction.
  • Provides you with an efficient ticket management system.
  • Provides data to prioritize tasks faster.
  • Gives your customers self-service options to resolve their issues on their own.
  • Enables you to offer customer service through different channels (Social media, Website, Emails).

Best Help Desk Software in 2022

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It's always a good idea to explore all your options and determine which products and services will suit your business best;

That's why we've listed below the top 10 help desk software for you. Let's dive right in, shall we?

1. ProProfs Help Desk Software

Proprofs-best-help-desk-software ProProfs Help Desk Software is one of the popular online help desk software that you can consider for your business.

It is a cloud-based hosting platform- IBM and offers better customer service and experience by its multiple key features like shared inbox, canned responses, ticketing automation, and integrations.

Take a look at the some of the honest reviews about ProProfs on G2 to get a better understanding of this software.

Rating: ⭐ 4.5 / 5

Advanced Features

  • Effective Ticket Prioritization
  • Canned Responses
  • Reporting & Analytics
  • Knowledge Base Management
  • Multi-Channel Communication
  • Online Training Courses
  • Customizable Branding
  • Email Management
  • Live Chat

Pricing
ProProfs offers a monthly plan and an annual plan with a discount. The two monthly plans they offer are as follows:

  • Essentials: $15 per month.
  • Premium: $20 per month.

2. Hubspot Service Hub

Hubspot-best-help-desk-software With its continuously-flowing new service features, HubSpot Service Hub is one of the best software for growing businesses.

Service Hub uses automation and self-service features to help you centralize your customer service data and channel it to a single platform, thus improving your support.

For instance, you can convert your customers' chats into tickets and easily track, prioritize and organize them.

Check out g2 reviews of Service Hub to gain a better understanding of this awesome help desk platform.

Rating: ⭐ 4.4 / 5

Advanced Features

  • Knowledge Base Integration
  • Self Service Portal
  • Workflow Capability
  • Reporting & Analytics Metrics
  • Customer Data Management
  • Customization Conversational Platforms
  • Feedback Management with Surveys & Insights

Pricing
HubSpot Service Hub offers a monthly and an annual plan with a discount. The two monthly plans they offer are as follows:

  • Starter plan: $45 per month.
  • Professional plan: $414 per month.
  • Enterprise plan: $1,100 per month.

3. Zendesk

a screenshot of the Zendesk's website which is one of the best helpdesk software

Zendesk is one of the best helpdesk software on our list, offering the most detail-oriented ticketing system.

This helpdesk solution displays all your customer interactions live in a single, dynamic interface with various features like web widgets, canned ticket responses, and complete customer history.

Zendesk is a unified agent workspace — improving your customer service through a faster, more personal experience.

A user described his experience using Zendesk on Capterra reviews this way:

"Zendesk is reliable and very intuitive. It has a lot of integration that simplify your work if you are using a lot of tools with your business."

Rating: ⭐ 4.4 / 5

Advanced Features

  • Appointment Management.
  • Customer/Contact Database.
  • Call Center Management.
  • Live Chat Support.
  • Activity Dashboard & Tracking.
  • Pre-defined Ticket Responses.
  • Knowledge Base & Self-Service Experience.

Pricing Zendesk has different pricing for the suite and support teams in which:

  • Support-only plan: $19 per agent/month.
  • Suite plan : $49 per agent/month.

4. Freshdesk

a homepage screenshot of Freshdesk, one of the best help desk software Freshdesk is a cloud-based helpdesk solution by Freshworks that provides you with the best customer service system.

Using this Help Desk, you can unify all your customer logs from different platforms (Website, Emails, Social, Chats) and resolve their tickets in the fastest way possible.

Additionally, Freshdesk offers an automated workflows option and convenient self-service management.

You can take a look at some Capterra reviews about Freshdesk for more information about this helpdesk software.

Rating: ⭐ 4.5 / 5

Advanced Features

  • Automated Response.
  • SLA Management.
  • Content Management.
  • Customer Complaint Tracking.
  • Ticket Collaboration.
  • Multiple Channel Integration.
  • Customized Ticket Status.

Pricing Freshdesk pricing is per agent per month and has three different plans.

  • Growth plan: $18/agent/month billed monthly or $15/agent/month billed annually.
  • Pro plan: $47/agent/month billed monthly or $39/agent/month billed annually.
  • Enterprice plan: $83/agent/month billed monthly or $69/agent/month billed annually.

5. Zoho Desk

a screenshot of Zoho's website which is one of the best helpdesk software Zoho Desk is a cloud-based help desk software solution that focuses on contextual AI that helps you streamline your customer care, automate routine and manage multiple customer interactions.

More importantly, it provides you with the best customer support services and automatically prioritizes the unprecedented volume of tickets that you receive via different channels.
You can also take a look at some of the honest reviews about Zoho Desk on g2.

Rating: ⭐ 4.5 / 5

Advanced Features

  • Multiple Channel Integration.
  • Customized Ticket Management.
  • Call Center Management.
  • Automated Response.
  • SLA Management.
  • Ticket Collaboration.
  • Compatible With iOS & Android.
  • Performance Metrics.

Pricing
Zoho Desk pricing is per agent per month and has three different plans. It also offers a 15-day free trial.

  • Standard plan: $14/agent/month.
  • Professional plan: $23/agent/month.
  • Enterprise plan: $40/agent/month.

6. Azure Desk

Azuredesk-best-help-desk-software

Azure Desk is among the best help desk system providers on our list, with numerous "must-have" features for all sorts of enterprise-class at minimal costs to users.

This helpdesk solution centralizes all customer-facing information in a company that can be strategically used for effective customer service.

Azure Desk's G2 reviews contains in-depth information about the software that you may find helpful.

Rating: ⭐ 4.5 / 5

Advanced Features

  • User-Friendly Interface.
  • Automated Response.
  • Customizable Branding.
  • AI-Powered Knowledge Base.
  • Easy Multiple Ticket Management.
  • Knowledge Base Management.
  • No Tier Pricing.

Pricing
AzureDesk offers a limited feature, "Free Plan" and a "Plus Plan," which costs from $5/agent per month and includes all the available features.

7. Mint Service Desk

Mint-service-best-help-desk-software Mint Service Desk is a leading IT service management platform. It is a powerful solution that contains the features of a service desk and asset management all in one.

Also, this tool's intuitive ticket design allows you to handle your incidents with ease.

Finally, by integrating social media and email with the Mint Service Desk, your customers can reach out to you the way they want. If you are interested in this software you can check more details about this software on Mint Service Desk's Capterra reviews.

Rating: ⭐ 4 / 5

Advanced Features

  • Email Integration.
  • Chat-based communication.
  • Autoresponse.
  • Response templates.
  • Queues.
  • Asset management.
  • Dynamic attributes assigned to asset categories.
  • Relations (Asset Ticket, Asset Asset).
  • Custom Ticket Types.

Pricing Mint Service Desk has not yet provided pricing details, but you can contact them to get more information by filling out an inquiry form.

8. HelpDesk

HelpDesk-best-help-desk-software HelpDesk is an online ticketing system designed for small businesses and enterprises that simplifies your teamwork.

Thanks to its full-featured service and intuitive user interface, it’s so easy to use and user-friendly. Help Desk provides you with the feature to gather your customer messages from different channels all in one place.

You can use tags, ticket assignments, and private messages to resolve customer issues efficiently.

As it is mentioned on g2 reviews for HelpDesk, it's a simple yet powerful solution that can boost your team's productivity and save your agents' time.

Rating: ⭐ 4.5 / 5

Advanced Features

  • Ticket Response User Experience.
  • Ticket Creation User Experience.
  • Customer Complaint Tracking.
  • Content Management.
  • Customizable Branding.
  • Bulk Communications.
  • Live Chat Support.

Pricing

  • Starter plan: $5 per agent monthly or $4 per agent billed annually.
  • Team plan: $24 per agent monthly or $19 per agent billed annually.

9. JIRA Service Management

Jira-Service-managment-best-help-desk-software

JIRA is one of the best software development solutions chosen by thousands of agile teams to track and resolve customers' and teams' issues.

Jira's no-code automation engine enables users to increase productivity by automating any task or process with a few clicks.

From your desk to your mobile device, JIRA helps your team get things done the right way.

Numerous teams choose JIRA to capture and organize issues, assign work, and follow team activity.

At your desk or on the go with the new mobile interface, JIRA helps your team get the job done. Check out more information about Jira on Capterra reviews.

Rating: ⭐ 4.4 / 5

Advanced Features

  • Asset Management.
  • Agile Methodologies.
  • Software Integration.
  • Budgeting/Forecasting.
  • Business Process Automation.
  • Community Forum.
  • Assignment Management.
  • Bug History.

Pricing Jira Software provides flexible pricing for all types of businesses.

  • Small teams: $0 per user/month for up to 10 users.
  • Growing teams: $7.50 per user/month for 11 to 10,000 users.
  • Organizations: 14.50 per user/month for 20,000 users and more.

10. Crisp

Crisp-best-help-desk-software Crisp is the premier multi-channel customer support platform that helps your team to connect immediately with customers or leads who are waiting for support.

Crisp unlocks hypergrowth through its customer-driven revolution by using a set of rapidly evolving tools.

With Crisp help desk software, you can provide a modern user experience, generate more qualified leads, improve customer support, and increase customer satisfaction which will result in a global increase in revenue.

G2 reviews on Crisp provide you with more in-depth information about the software.

Rating: ⭐ 4.5 / 5

Advanced Features

  • Audience Targeting.
  • Customizable Branding.
  • Canned Response.
  • Live Chat software.
  • Chatbots software.
  • Knowledge base software.
  • Lead Development.
  • Multiple integrations (Slack, WordPress, Shopify, Zapier, Hubspot, Salesforce).

Pricing

  • Free: 2 agents included.
  • Pro: €25/month, per team.
  • Unlimited: €95/month, per team.

What are the Key Features of Help Desk Software?

Like any other product, choosing a good help desk system also depends on your expectations and the specific use case.

Regardless of whether you are using the system internally or externally, there are a few key features to look for when selecting help desk software for your organization.

Listed below are a few key features you must search for while choosing a help desk: 🗝️

User-Friendly Interface

Too much complexity can be misleading. You should try demos of different tools to determine which one has the easiest learning curve compared to others.

Both your consumers and support team will benefit from an easy-to-use interface.

Good Analytical Metrics

Accessing your service reports and data will allow you to see where your strengths and weaknesses enable you to improve your services where you lack satisfaction.

You want to find software that displays rush hours, customer contact reasons, average response times, and CSAT ratings.

Up-To-Date Knowledge Base & Self-Service

This feature gathers all your customers’ repetitive queries and organizes them into FAQs that can be easily retrieved.

By answering basic questions this way, your agents have much more time to focus on solving more urgent issues, and your customers are more satisfied solving their problems before even asking about them.

Smart Ticket Prioritization

Identifying the top priority tickets and putting them in order is one of the key features you must look for in help desk software.

The automation feature orders the tickets based on various factors that you can choose, like timing, SLA breach, or pending messages.

It helps you speed up your support process and eventually leads to a higher customer satisfaction rate.

Choose the Perfect Help Desk for Your Business

Choosing a suitable help desk or moving to a new one is a considerable investment for your customer service team and — ultimately — your company’s success.

Listed above are the top ten help desk software that can be the best choice for your business.

Don't get lost in a lengthy list of features!

Identify your business objectives and the boundary framework that you need, then find the best software to fit your needs.

Remember, picking a tool that works well for your team (and your customers) will have a significant impact on your business, so take the time to research it thoroughly.

FAQ

What is the best help desk ticketing software?

Here are the top ten help desk ticketing systems you can choose for your business:

  • ProProfs Help Desk Software
  • Hubspot Service Hub
  • Zendesk
  • Freshdesk
  • Zoho Desk
  • Azure Desk
  • Mint Service Desk
  • HelpDesk
  • JIRA Service Management
  • Crisp

What are the key features of a good helpdesk system?

  • User-Friendly Interface.
  • Smart Ticket Prioritization.
  • Good Analytical Metrics.
  • Up-To-Date Knowledge Base.
  • Workflows. Automate repetitive tasks.
  • Customer Management.
  • Self-Service.

Is Help Desk a CRM?

Help desk systems are similar to CRMs, but they are not the same. Help desk tools enable customers to request technical support online using the ticketing system. While the Customer Relationship Management System (CRM) allows you to collect and store all the information about your leads and provides agents with the data they need for better customer service.

Checkout our encyclopedia and blog posts to get more related information:

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