Having the best technical support help desk software can make or break your business. You want to ensure the best support to help your customers or employees resolve any issues that might occur, whether it be with their software, technical device, or hardware.
It is essential to keep them satisfied. So what is the best technical support help desk software out there? I created a list of options to choose from to help your business.
9 Best Technical Support Help Desk Software
| Brand | Starting price | Best for |
|---|---|---|
| 1. Freshdesk | $15/month | Customer Service |
| 2. HappyFox | $26 – $99/month | Full-Featured IT Help Desk Solution |
| 3. HelpScout | $20/month | Large Customer Support |
| 4. Jira Service Desk | $7.50/month | Ticket Management System |
| 5. SysAid | Contact company | IT Help Desk Software Solutions |
| 6. Hiver | $12/month | Multi-Channel Help Desk |
| 7. Gorgias | $60/month | Customer Service and Live Chat |
| 8. Zoho Desk | $0 – $14/month | Business Manage Customer Communication |
| 9. Spiceworks | Free | Free Help Desk |
1. Freshdesk – Best Customer Service Software
PRICING: Free plan available. Starting at $15/agent per month
Freshdesk provides a multi-user help desk for larger teams. It has tools such as a shared inbox, a knowledge base tool, and chat capabilities. Created for rapid deployment and no-code customization, making it easier for you.
KEY FEATURES:
- Reporting and analytics
- Mobile app
- Service catalog
- Approval workflows
- AI-powered service management
- Team dashboards
- SLA management
- Canned responses
REASONS TO BUY:
- Adapts quickly to changes
- Affordable for all sectors
- Intuitive interface for all users
REASONS TO AVOID:
- Limited reporting features
- Report customization is time-consuming
- Improve in automation
2. HappyFox – Best Full-Featured IT Help Desk Solution
PRICING: Offers four plans, each requiring minimum of five help desk agents
Full-featured, cloud-based IT help desk solution designed for multiple sized industries and team sizes. HappyFox includes all the essential features you need from a help desk: ticketing management, advanced reporting, and smart automation.
KEY FEATURES:
- Workflow macros
- Live website chat
- Advanced reporting
- Smart rules-based automation
- Ticket routing, categorization, and tagging
- Unlimited shared inboxed
- Branding customization
- Muti-channel communication
REASONS TO BUY:
- Tracking
- Reporting
- Customizing
- Tag setup
- Assign tickets and mark tickets
- Easy-to-use
REASONS TO AVOID:
- Lack in reports
- No campaign management
- Lack of performance metrics
>>MORE: Internal Help Desk Software | Ecommerce Help Desk Software | Help Desk Software With Asset Management | Free Helpdesk Software
3. Help Scout – Best Large Customer Support
PRICING: 14-day free trial. Starting at $20/per user/per month
Help Scout is similar to HappyFox and is able to support larger customer support teams; however, it is more on the small-business side. There is no minimum number of users required, unlike HappyFox. You will find that Help Scout can support robust reporting and robust API.
KEY FEATURES:
- Templated responses
- Rule-based automation
- Extensions and integrations
- Ticket routing and prioritization
- Website live chat
- Multi-channel support
- Customizable branding
REASONS TO BUY:
- Excellent interface for tracking emails and replies
- Tagging system
- Workflows automate everything
- Easy to set up
- Simple and straightforward
REASONS TO AVOID:
- Lack of metrics and stats
- Lacks spam filters
- Lack of knowledge base customization
4. Jira Service Desk – Best Ticket Management System
PRICING: Free plan available. Starts at $7.50/user per month
Jira Service Desk is usually used for an engineering team, but it does come in handy for various support teams. Users can create custom workflows and forms, enabling every project to run effortlessly. Your team can be assigned statuses to tasks that you give them, keeping all team players informed.
KEY FEATURES:
- Change management
- Reports and metrics
- Conversational ticketing
- Incident postmortems
- SLA management
- Asset management
- Knowledge base
- API
- Smart automation
- Self-service portal
- Incident management
REASONS TO BUY:
- Automated routing of tickets
- Integration options
- User experience
- Advanced roadmap facility
- Provides clear metrics
REASONS TO AVOID:
- Lack of reports customization
- Performance is slow
- Complex configurations
>>MORE: Startup Help Desk Software | Small Business Help Desk Software | Cheap Accounting Software | Can Accounting Software Help Reduce Costs?
5. SysAid – Best IT Help Desk Software Solutions
PRICING: 30-day free trial. Contact company for pricing details
SysAid is a software that allows for help desk ticketing system to manage internal IT requests—offering SLA management features to your team. Your team will be able to handle basic requests by enabling them to build upon a self-service portal for knowledge management.
KEY FEATURES:
- Third-party integrations
- Task automation
- Dedicated customer success manager
- ITIL package
- Business value dashboard
- LDAP integration
- Advanced custom fields
REASONS TO BUY:
- Flexibility based on individual needs
- Excellent customer service
- Clear output
- Requires low resources
REASONS TO AVOID:
- Projects not easily documented
- Workflow time consuming to build
- Lack of feature implementation
6. Hiver – Best Multi-Channel Help Desk
PRICING: Starting at $12/user per month
Hiver is an excellent extension to your Gmail account, enabling you to have internal notes and assign conversations to agents. It allows you to have access to reports to keep track of team performance and customer issues.
KEY FEATURES:
- Email tags
- Collision alerts
- Email templates
- Automations
- Customer satisfaction surveys
- Email delegation
- Email notes
- Analytics
- SLA and business hours
REASONS TO BUY:
- Easy to set up
- Great customer service
- Manages support emails
- Communicates internally
REASONS TO AVOID:
- Cannot create a support ticket
- Considered expensive
7. Gorgias – Best Customer Service and Live Chat Help Desk
PRICING: Starting at $60/per month
Mainly focused on eCommerce, Gorgias is a help desk solution software that offers access to shared inbox tools, live chat tools, and knowledge base tools. Integrating with Shopify, BigCommerce, and Magento allows you to see order details, edit orders, and refund directly from Gorgias help desk.
KEY FEATURES:
- Email integration
- Autoresponders
- Ticket management
- Customer history tracking
- Request assignment
REASONS TO BUY:
- Variety of integrated features
- Easy live chat
- Easy to navigate
- Simple workflow
REASONS TO AVOID:
- Lack in functionality
- Lack in customization
- Expensive
8. Zoho Desk – Best Business Manage Customer Communication
PRICING: Starting $0-$14/per user/per month
Zoho Desk can be used to support solutions for customer interactions. It includes a shared inbox, knowledge base tool, AI-assisted response, and advanced automation. You can receive requests and respond across platforms while obtaining customer data on your platform.
KEY FEATURES:
- Help center theme gallery
- SLAs and escalation
- Customer happiness ratings
- Reports and dashboards
- Private and public knowledge base
- Ticket sharing
- Scheduled reports
- Help center customization
- Zia AI
REASONS TO BUY:
- Easily track tickets
- Communicate with customers across multiple channels
- User friendly
- Team collaboration across departments
- Assign tickets automatically
REASONS TO AVOID:
- Limited features
- Lacks compatibility with some Apple products
- Workflow is not always intuitive
9. Spiceworks – Best Free Help Desk
PRICING: Free
Spiceworks is a great way to build your IT help desk, allowing you to organize and manage conversations easily. You can set up a self-service portal enabling people to receive answers and solutions. It will allow you to automate various tasks to allow more time for your IT team.
KEY FEATURES:
- Automated routing
- Ticket collaboration
- Team management
- User self-service
- Muti-site support
- Knowledge base
- IT asset management
REASONS TO BUY:
- Easy creation of tickets
- Easy end-user experience
- Customization
- Workflow
- Response management
REASONS TO AVOID:
- Ticket collision
- Confusing mobile app
- Outdated interface
References & Links
- https://www.zendesk.com/in/help-desk-software/
- https://www.helpscout.com/helpu/choosing-help-desk-software/
- https://freshdesk.com/
- https://www.trustradius.com/products/freshdesk/reviews?qs=pros-and-cons#reviews
- https://www.happyfox.com/
- https://www.trustradius.com/products/happyfox-help-desk/reviews
- https://www.helpscout.com/
- https://www.trustradius.com/products/help-scout/reviews?qs=pros-and-cons#reviews
- https://www.atlassian.com/software/jira
- https://www.trustradius.com/products/jira-service-management/reviews
- https://www.sysaid.com/
- https://www.trustradius.com/products/sysaid/reviews?qs=pros-and-cons#reviews
- https://hiverhq.com/#
- https://www.trustradius.com/products/hiver/reviews?qs=pros-and-cons#product-details
- https://www.gorgias.com/
- https://www.getapp.com/customer-service-support-software/a/gorgias/reviews/
- https://www.zoho.com/desk/
- https://www.trustradius.com/products/zoho-desk/reviews?qs=pros-and-cons#reviews
- https://www.spiceworks.com/
- https://www.trustradius.com/products/spiceworks-help-desk/reviews