If you’re searching for the best help desk software, help desk ticketing software list for small businesses, and free help desk software options, this article is your go-to guide.
What is Help Desk Software?
Help desk software is designed to provide customers with information and support regarding a company’s products or services. Customer inquiries are typically submitted via various channels, including email, phone, or social media. The software includes a ticketing system for staff to organize and respond to customer inquiries and create information portals on the company’s website. Help desk platforms are used by customer service teams to streamline the support process and offer insights into customer engagement across all communication channels. They may include additional self-service, social customer service integrations, or live chat modules to create a comprehensive customer service experience.
To qualify for inclusion in the help desk category, a product should:
- Organize external customer inquiries into tickets for support agents.
- Aggregate inquiries from emails and a customer portal.
- Assign tickets to support agents for prompt assistance.
Top 10 Help Desk Software
1. Zendesk Support Suite
Zendesk Support Suite offers an omnichannel customer experience for your business. This suite packs Zendesk Support, Guide, Chat, and Talk into a single solution that is easy to try, buy, and set up. The suite enables your team to work seamlessly with a single set of tools and processes across email, chat, voice, and social messaging applications like Facebook, WhatsApp, Twitter, WeChat, and more.
2. Zoho Desk
Zoho Desk provides an exceptional customer service experience. It helps organize, manage, and close a growing volume of requests from various channels, builds and publishes a helpful knowledge base, and improves your customer support team’s performance. This cloud-based help desk software with Contextual AI ensures your customers receive the support they deserve.
3. Freshdesk
Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver excellent customer support. It converts requests from email, web, phone, chat, and social into tickets, unifying ticket resolution across channels. Freshdesk also automates workflows, offers self-service, manages SLAs, and measures metrics, ensuring top-notch customer care.
4. Intercom
Intercom is a Conversational Relationship Platform (CRP) that allows you to build better customer relationships through personalized, messenger-based experiences throughout the customer journey. It helps you identify who is using your product or website and facilitates personal communication with targeted content, behavior-driven messages, and conversational support.
5. Service Hub (HubSpot)
Service Hub by HubSpot is customer service software that makes it easy to manage and connect with customers, helping them succeed. It includes tools to build your ideal customer experience, create self-service solutions, and grow through customer feedback and support. Service Hub integrates with HubSpot’s CRM, offering a complete growth platform.
6. Front
Front brings email and applications together in a shared customer communication platform. It helps businesses scale personalized customer relationships by enabling team collaboration and efficient communication. Over 6,000 companies use Front to enhance customer engagement and improve business impact.
7. LiveChat
LiveChat is a premium live chat and help desk software designed for outstanding customer service. It allows text-based conversations with support teams via the web, making customer support quick and efficient. LiveChat is used in 150 countries by over 27,000 businesses to improve customer satisfaction and boost online sales.
8. LiveAgent
LiveAgent offers a fully-featured help desk solution that consolidates all communication channels (email, live chat, calls, social media) into a shared inbox. It boasts the fastest chat widget on the market and is the highest-rated live chat software for SMBs in 2020. LiveAgent helps you personalize customer interactions with over 175 features and 40+ integrations.
9. TeamSupport
TeamSupport is an award-winning B2B customer support and success solution designed for technology-enabled businesses. It focuses on internal collaboration, allowing support teams to respond to and resolve customer issues faster and more efficiently. TeamSupport includes advanced customer support portals, live chat, ticket automation, and numerous integrations.
10. Freshservice
Freshservice is a cloud-based IT service desk and IT service management (ITSM) solution. It simplifies IT operations and provides robust automation, asset management, and incident management capabilities. Freshservice helps businesses manage their internal IT support and ensure seamless operations.
Each of these help desk software solutions offers unique features tailored to meet the diverse needs of small businesses. Whether you need basic ticketing or a comprehensive omnichannel solution, there’s a help desk software on this list to fit your requirements.
