Help desk support software is a program used to organize, manage and keep track of all service requests. Some help desk’s focus solely on solving external problems from customers, while others focus on helping internal problems from team members. Whatever the reason, a quality, effective help desk support software will keep all communication in one place, organize customer requests, and allow all team members to see any unresolved difficulties.
With a plethora of tools and features available for managing customer, user, or employee inquiries, help desk support software can range from FAQ to direct contact.
In order to understand thoroughly which help desk support software is right for your business, let’s discuss some of the top programs on the market.
Top 5 Best Help Desk Support Software:
- ZenDesk: Best Help Desk Support Software Overall
- SabioVirtual: Best Team Collaboration Help Desk Support Software
- Help Master: Best Help Desk Support Software For Customer Service
- Zoho Helpdesk: Best ‘Context Aware’ Help Desk Support Software
- FreshService: Best Help Desk Support Software For IT
1. ZenDesk: Best Help Desk Support Software Overall
PRICING:
- Free
With customer satisfaction rising nearly 30% in companies utilizing ZenDesk, it comes as no shock that managing communication with customers is simple, and leaves them happy.
With the dedication to provide exceptional customer service, support for nearly 60 languages is featured within the app. All customer interactions are stored in one simple location, making it much easier to pull up past history and resolve frequent recurring problems.
KEY FEATURES:
- Customer Management
- Customer Service Analytics
- Customizable Fields
- Help Desk Management
- Inbound Call Center
- Incident Management
- Knowledge Base Management
- Live Chat
- Manual Dialer
- Call Routing, Recording, and Logging
- Multi-Channel Communication
- Multi-Language
REASONS TO BUY:
- User friendly
- Long list of available features
REASONS TO AVOID:
- Help desk ticketing system is limited
- Some users have reported issues with customer service
2. SabioVirtual: Best Team Collaboration Help Desk Support Software
PRICING:
- $50.00 / per user / per month
With SabioVirtual’s cloud-based software, customer service teams can collaborate and find multiple solutions to customer and user requests. Working on problems from anywhere in the world provides a stable interface for teams working remotely. Handle calls, access reports, view past history, and enjoy all the support options SabioVirtual has to offer with one low monthly price.
KEY FEATURES:
- Email/Help Desk
- FAQs/Forum
- Phone Support
- Chat
- Calendar Management
- Call Center Management
- Chat/Messaging
- Client Portal
- Collaboration Tools
- Customer Database
- Customer History
- Dashboard
REASONS TO BUY:
- Easy to use
- Collaboration tools are extensive
- Data loading is simple
- Customer service is helpful
REASONS TO AVOID:
- Dated interface
3. Help Master: Best Help Desk Support Software For Customer Service
PRICING:
- Standard: $695 / per license
- Enterprise: $1295 / per license
Help Master allows your business to go above and beyond basic help desk ticketing systems. Logging new user or customer requests is simple with their user-friendly software. Logging, classifying, organizing, and assigning new customer service issues becomes a breeze with their high-class management. Their drag and drop interface makes it possible to assure your customers have the most professional help desk at their fingertips.
KEY FEATURES:
- Alerts / Escalation
- Asset Lifecycle Management
- Automated Routing
- Call Center Management
- Customizable Branding
- Document Storage
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Network Monitoring
- Self Service Portal
- Workflow Configuration
REASONS TO BUY:
- Simple, easy to use
- Drag and drop
REASONS TO AVOID:
- Expensive
4. Zoho Helpdesk: Best ‘Context Aware’ Help Desk Support Software
PRICING:
- $14.00 / per user / per month
DESCRIPTION:
Zoho as a brand has taken the business management world by storm with its wide variety of top-rated products for all areas of running a company. With Zoho Help Desk key features include customer support ticketing systems, a self-service portal, contract management, report creation, and more. Help desks are more empowered than ever to assist their customers with any problems that may arise.
KEY FEATURES:
- Activity Tracking
- Assignment Management
- Audit Trail
- Auto-Responders
- Call Center Management
- Call Logging
- Call Recording
- Call Routing, Scripting, and Transfer
- Chat/Messaging
- Outbound Call Center
- Real-time Consumer-facing Chat
- Chatbot
- Client Portal
- Contact Database
- Customer Complaint Tracking
REASONS TO BUY:
- Long list of key features
- Zoho is top rated among all their products
REASONS TO AVOID:
- Difficult interface for some users
5. FreshService: Best Help Desk Support Software For IT
PRICING:
- Starter: $20.00 per agent / per month
- Growth: $50.00 per agent / per month
- Pro: $90.00 per agent / per month
- Enterprise: $110.00 / per agent / per month
If you need high-quality, professional, organized, and effective help desk software for your tech team, look no further. With their long list of important features, your team can assist clients in helping them through any problems they may have. It’s no surprise that customer service can make or break a company, especially within the technology department. FreshService gives you peace of mind knowing your team has the best product at their fingertips.
KEY FEATURES:
- Activity Dashboard
- Call Center Management
- Case Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Electronic Signature
- Email Management
- Help Desk Management
- Incident Management
- Incident Reporting
- Issue Tracking
- Knowledge Management
- Live Chat
- Prioritization
- Problem Management
- Recurring Issues
- Third-Party Integrations
REASONS TO BUY:
- All workflow and customer service complaints in one place
- Asset management is top tier
- Great integration with email
REASONS TO AVOID:
- Flexibility is limited