An IT help desk software ensures that your business stays on track and that your employees can do their jobs well. After all, one of the most important components of any job is getting help when you need it and resolving your issues in the quickest way possible to continue working and making money for your company. If you’re searching for the best IT help desk software to streamline your business, here are nine products to help you make great choices.

9 Best IT Help Desk Software

  1. Freshdesk– Offers everything businesses need to deliver great customer service
  2. Zendesk– Improves customer service and engagement
  3. Zoho Desk– Designed to help business of all sizes manage customers
  4. SolarWinds Service Desk– Enables modern organizations deliver superior service
  5. ManageEngine Service Desk Plus – Robust IT help desk platform
  6. Freshservice– Meets the support need of larger organizations
  7. HappyFox– Powerfully simple customer support and ticket management software
  8. Vivantio– Advanced features and competitive pricing
  9. SysAid– Powerful IT and enterprise management solution

1. Freshdesk- Offers everything businesses needs to deliver great customer service

PRICING: $18/month

Freshdesk is a next-generation help desk software for businesses and distributed enterprises. The purpose of Freshdesk is not just to enable your support but also to give you insights on how you can improve your business operations from better customer satisfaction and greater workforce productivity. By helping with routine tasks in customer support management and freeing up staff for higher-value activities.

KEY FEATURES

  • Multi-channel support capabilities
  • Customizable ticketing
  • Live chat
  • Custom reporting

REASONS OF BUY

  • Free tier available
  • Gamification makes it fun to use
  • Simple and intuitive interface

REASONS TO AVOID

  • Reporting functions are limited
  • Upgrade to the highest pricing tiers is required to access extended features

2. Zendesk- Improves customer service and engagement

PRICING: $19/month

Whether you need help with customer support, technical support, or specialized help desk service, Zendesk has you covered. With a simple, easy-to-use interface and a straightforward pricing model, Zendesk is a popular choice for individuals and enterprises. The software integrates with most major email platforms and social media channels, including Facebook and Twitter, to make it easier for your customers to get in touch.

KEY FEATURES

  • Multi-channel support
  • Robust reporting
  • Mobile support
  • Flexible ticket management

REASONS TO BUY

  • Integrates easily with other apps
  • Customizable user interface
  • Comprehensive reporting and analytics

REASONS TO AVOID

  • Setting up can be confusing for new users
  • Only enterprise levels let you customize a pre-built dashboard

3. Zoho Desk- Designed to help businesses of all sizes manage customers

PRICING: $14/month

Zoho is an easy-to-use help desk solution that is designed for all businesses. The software offers users a built-in calendar and user management features, allowing your business to stay organized. If you are looking for a cloud-based help desk that offers organization tools, Zoho can be a good option. Zoho Desk helps companies of all sizes organize their teams and provides different channels to communicate with clients, such as email or social media messaging. It’s easy to navigate and has a basic interface.

KEY FEATURES

  • Custom Reporting
  • Self Service Portal
  • Knowledge base

REASONS TO BUY

  • User friendly
  • Integrates with other Zoho products
  • You can easily track your tickets and agents from the dashboard interface

REASONS TO AVOID

  • Needs a lot of customizations to get started

4. SolarWinds Service Desk- Enables modern organizations deliver superior service

PRICING-$19/month

SolarWinds’ Service Desk solution is designed for companies of all sizes; it can be used by an IT department that manages its help desk, an outside firm with its dedicated support staff, or an outsourced provider. The software includes tools for tracking and managing tickets, ensuring they’re fulfilled promptly while keeping customers informed at every step along the way. By providing full visibility into requests made through self-service portals and through direct calls to support lines.

KEY FEATURES

  • Organize and prioritize service tickets
  • Self-service
  • Configuration Management
  • Asset Dashboard management

REASONS TO BUY

  • Organizing workloads
  • Tracks incidents, changes, and problems
  • Good for multiple teams

REASON TO AVOID

  • Needs more customization

5. ManageEngine Service Desk Plus – Robust IT help desk platform

PRICING-$495/yr

This software solution integrates all service desk operations with company help desks. It offers a single point of support for monitoring, tracking, and managing customer tickets across email, phone, and web service channels. A dashboard provides real-time insight into queue length and ticket distribution, while drill-down capabilities allow you to focus on specific queues or areas of support coverage.

KEY FEATURES

  • Multiple language support
  • Approval process control
  • Solid knowledge base
  • Reporting/statistics

REASONS TO BUY

  • Fully supports ITSM best practices
  • Integrates well with other ManageEnfing products
  • Code-free
  • Offers both on-premise and cloud options

REASON TO AVOID

  • Setup can be confusing

6. Freshservice- Meets the support need of larger organizations

PRICING: $19/month

Freshservice provides a simple yet complete help desk software package. The product is built with scalability in mind, and it can grow right along with your business. You can even connect Freshservice to your other online services, such as Twitter, Google Apps, and Salesforce, to make sure you never miss a customer request again. In addition, they offer a full range of support options that let you customize your software specifically for your needs and workflow.

KEY FEATURES

  • Multiple portal languages
  • Self-service
  • Basic ticketing
  • Portal customization

REASONS TO BUY

  • ITIL compliant
  • Gamification
  • Lots of integration options

REASONS TO AVOID

  • Lacks social media integration
  • Expensive for small help desk

7. HappyFox- Powerfully simple customer support and ticket management software

PRICING: $29/month

HappyFox provides live chat tools, website monitoring tools, and remote support tools to help you monitor and respond to user feedback in real-time. This software enables agents manage all activity across all packages from a single dashboard within their browser or mobile device to avoid logging into multiple portals or dashboards.

KEY FEATURES

  • Asset management
  • Knowledge base
  • Self-service portal
  • Live chat

REASONS TO BUY

  • Easy to use interface
  • Customizability
  • Free training resources

REASON TO AVOID

  • Asset management is only available for enterprise tier

8. Vivantio- Advanced features and competitive pricing

PRICING: $42/yr

Vivantio is solution that’s perfect for small businesses. It provides easy-to-use help desk software with no expensive hardware to maintain. Vivantio comes with apps, like CRM, project management, and more. One of Vivantio’s best features is also its simplest: It’s very easy to install and update. You can do it all from your web browser, which means no need for advanced tech skills or training.

KEY FEATURES

  • Asset management
  • Knowledge base
  • Self-service portal
  • Automated ticket routing

REASONS TO BUY

  • More efficient ticket management system
  • Automation capabilities
  • Powerful reporting and KPI management

REASONS TO AVOID

  • No direct social media support

9. SysAid- Powerful IT and enterprise management solution

PRICING– Free Plan available

SysAid is affordable and user-friendly software that offers fully integrated help desk software with features like ticketing, email integration, collaboration tools, etc. The suite has a long list of integrations for popular solutions like Salesforce and Active Directory. SysAid has a reputation for easy setup—businesses often go live in just one day. It’s ideal for small businesses because it’s extremely flexible.

KEY FEATURES

  • Self-service
  • Ticket management
  • Knowledge base

REASONS TO BUY

  • Great for communication between tech and user
  • Can be implemented on-premise and in the cloud
  • Offers mobile app and integration with Slack

REASONS TO AVOID

  • Interface looks outdated
  • Complexity in configuration

Sources:

  • https://www.trustradius.com/products/sysaid/reviews#reviews
  • https://reviews.financesonline.com/
  • https://www.pcmag.com/reviews/zendesk-support