Internal Help Desk Software allows managers to keep track of employee requests. In contrast to task management or time tracking software, internal help desk software focuses specifically on any issues employees may be having. For instance, through a ticketing system, you’ll be able to see all the requests employees have submitted and address them one by one. You can also set up a knowledge base and create pre-written, automated responses. Internal help desk software is a great way to manage employee support when working remotely. Many of these software options also offer customer support features, but this list will focus primarily on internal employee support.

Top 8 Internal Help Desk Software

  1. Zendesk – best flexible internal help desk software
  2. Onedesk – best visual layouts
  3. ProProfs Help Desk – best ticketing system
  4. HappyFox – best intuitive internal help desk
  5. Cayzu – best cloud-based software
  6. UseResponse – best for high volume internal support
  7. Freshservice – best for IT teams
  8. Kayako – best for real time assistance

1. Zendesk: Best flexible internal help desk software

Price: $49/agent/month (30 day free trial)

With flexible features, plans, and integrations, Zendesk allows you to make the software work according to your needs. Whether you’re an HR or IT manager, Zendesk will integrate with the applications you use day to day to function as a centralized hub for your internal management needs. With features that train new hires and update existing employees, Zendesk is great for managing large teams remotely. Its customization abilities also make it great for smaller teams.

Key features:

  • Ticketing system
  • Messaging and live chat
  • Customizable automations and workflows
  • Community forums
  • Reporting and analytics
  • New hire onboarding
  • Learning and career development resources
  • Integrates with Okta, Jira, Slack, Oomnitza, and other tools

Reasons to Buy:

  • Great for all teams

Reasons to Avoid:

  • Customization may take time to set up effectively

2. Onedesk: Best visual layout

Price: $9/user/month (14 day free trial)

If you’re looking for an internal help desk software with a great visual layout, look no further. Offering six different options, including tree layouts, flat layouts, Gantt charts, and more, Onedesk will help you manage your employee support needs through sophisticated visual layouts. It also allows you to customize your views and prioritize support tasks however you like. Additionally, Onedesk also offers project management and customer support features, which allows you to manage all aspects of your workflow in one place.

Key features:

  • Ticketing system
  • Embedded web forms
  • Internal IT support
  • Six standard dashboard layouts
  • Email integration
  • Customizable automatic responses
  • Filter, sort, and group tickets according to priority level
  • Dashboard and reports
  • Intuitive, easy to navigate layout
  • Customer support features

Reasons to Buy:

  • Easy end-to-end integration

Reasons to Avoid:

  • Hybrid model may become overwhelming

3. ProProfs: Best ticketing system

Price: $10/user/month (Free trial with 15 day money back guarantee)

ProProfs internal help desk software offers many of the features as Zendesk and Onedesk, but with a more sophisticated ticketing system. In addition to keeping track of tickets and assigning them to employees, ProProfs also provides detailed analytics reporting that will help you measure your team’s performance and efficiency according to your SLAs. Its visual layout, complete with analytics and charts, gives you an easy view of your workflow. Plus, they are currently offering discounts due to the pandemic.

Key features:

  • Shared inboxes for collaboration
  • Self-help forms
  • Live chat
  • Customizable internal knowledge base
  • Automated ticket and workflow assignments
  • Detailed reporting based on ticketing system

Reasons to buy:

  • Great for performance analysis

Reasons to avoid:

  • Not as many integrations as other options

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4. HappyFox: Best intuitive internal help desk software

Price: $39/agent/month

HappyFox is a simple, effective, and intuitive internal help desk software to help you manage your team remotely. With a clean, user-friendly design, HappyFox is easy to use with very little training. Offering a well organized ticketing system with customizable automated replies, HappyFox has been used by professionals from IT to Healthcare.

Key features:

  • Ticketing system
  • Canned actions and templated responses
  • Automation
  • Knowledge base
  • Integrates with Salesforce, Aircall, Microsoft Teams, Slack, and more
  • Intuitive design
  • Internal issue segregation
  • Internal support tracking

Reasons to Buy:

  • Great for teams in various fields
  • Easy to install and use

Reasons to Avoid:

  • No onboarding features

5. Cayzu: Best cloud-based internal help desk software

Price: $4/user/month (14 day free trial)

Cayzu offers a simple, no-frills approach to managing your internal employee support needs. After a short installation process, this cloud-based software is easy to navigate. While it does not offer as many integrations as other software, Cayzu keeps track of how much time each ticket takes to be resolved, which can be a major asset when prioritizing and analyzing performance.

Key features:

  • Cloud based
  • Ticketing system
  • Tickets integrated with time tracking
  • Fast setup
  • Intuitive design
  • Analytics reporting
  • Knowledge base

Reasons to Buy:

  • Affordable
  • Easy to use

Reasons to Avoid:

  • Not many integrations with other applications

6. UseResponse: Best for high volume employee support

Price: $1490/year

If you’re looking for something to help you manage a larger team with a high volume of employee support requests, UseResponse is a great option. This software gives you the option to use a ticketing system or email requests. It also offers an internal team wiki where team members can post information on commonly requested topics, which can help with both onboarding and ongoing employee support. Plus, the ideation feature is a nice bonus that other software doesn’t offer.

Key features:

  • New employee onboarding
  • Internal case management via email or ticketing system
  • Single inbox
  • Internal team wiki
  • Ideation tool for brainstorming
  • Customizable automations
  • Performance analytics

Reasons to Buy:

  • Great for managing large teams
  • Unique features

Reasons to Avoid:

  • Highly priced

7. Freshservice: Best for IT Teams

Price: $19/user/month (21 day free trial)

Freshservice, a Freshworks product, is an internal support software designed for IT Teams. Freshservice offers detailed, customizable training modules for employees, as well as many employee and customer support features. It also boasts many add-ons at minor additional costs as well as reliable customer support.

Key features:

  • AI-powered management
  • Ticketing system
  • Integrated support channels
  • Customizable employee training
  • Automated responses
  • Detailed analytics
  • Knowledge base
  • Integrates with project management and customer support

Reasons to Buy:

  • Great for large IT teams

Reasons to Avoid:

  • Not designed for non-IT professionals
  • Complicated interface

8. Kayako: Best for real time support

Price: $30/agent/month (14 day free trial)

Kayako is an excellent example of an internal help desk that relies on live chat and real-time responses to support employees and foster collaboration. While Kayako does offer a ticketing system, its value lies in the visual overview of all employee interactions, which gives you insight into the bigger picture before responding to queries.

Key features:

  • Ticketing system
  • Integrates with email, and phone
  • Live chat
  • Visual timelines of employee interactions
  • Analytics reporting
  • Customizable help center features
  • Integrate with over 1500 apps via Zapier
  • Response times recorded on support tickets
  • View all user activity before responding to results

Reasons to Buy:

  • Many integrations
  • Great for immediate communication

Reasons to Avoid:

  • Not great for delayed replies or hands-off management

References and Links:

  • https://help-desk-migration.com/what-an-internal-help-desk-ticketing-system-exactly-is/
  • https://www.zendesk.com/internal-help-desk/
  • https://www.onedesk.com/helpdesk-software/internal-helpdesk-solution/
  • https://www.onedesk.com/helpdesk-software/
  • https://www.proprofsdesk.com/internal-help-desk/
  • https://www.happyfox.com/use-cases/internal-help-desk-software/
  • https://www.cayzu.com/
  • https://www.useresponse.com/internal-help-desk-ticketing-system
  • https://support.freshservice.com/en/support/home
  • https://freshservice.com/features
  • https://kayako.com/internal-helpdesk/

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