Top 10 Best Help Desk Software for 2023
If you’re searching for a help desk software to streamline your business operations, the multitude of options available can be overwhelming. To simplify your decision-making process, we have compiled a list of the top help desk software options with key features. Compare these help desks to find the perfect fit for your business. Start with Top10theworld.com now!
Freshdesk: Enhance Customer Support with Versatile Features
Freshdesk is a trusted help desk software used by over 50,000 businesses of all sizes. It offers top-class help desk ticketing management capabilities, coupled with an intuitive user interface, flexible pricing, and reliable 24/7 support to propel your business towards success.
Key Features of Freshdesk:
- Omnichannel View: Manage customer conversations across email, Twitter, Facebook, WhatsApp, and your website from a unified view.
- Self-Service Options: Empower customers to find answers on their own through self-service resources.
- Workflow Automations: Improve team efficiency by automating routine, time-consuming tasks.
- SLA Management: Ensure timely responses and resolutions by setting up SLA reminders and escalations.
- Agent Productivity Features: Enable agents with canned responses, custom ticket views, scenario automations, and in-app notifications.
- CSAT Tracking: Measure and manage customer satisfaction with feedback forms.
- Collaboration Tools: Enable team collaboration for faster issue resolution.
- Reporting and Insights: Gain valuable performance insights and KPIs through reports and live dashboards.
- Marketplace Integration: Leverage flexible APIs and integrate with over 650+ apps on the Freshdesk Marketplace.
- Mobile App Support: Stay connected and provide support on-the-go with the Freshdesk mobile app.
Pricing starts from: $0
Free trial period: 21 days
Zendesk: Flexible Pricing for Customized Solutions
Zendesk, a well-known help desk software, competes with legacy options like Salesforce and Oracle. It offers a range of features, and its unique pay-as-you-add module allows you to pay only for the features you use. However, unforeseen expenses might not be ideal for all businesses.
Key Features of Zendesk:
- Multi-Channel Support: Manage tickets from various channels like email, Twitter, and Facebook.
- Automation: Streamline processes with automated actions.
- Reporting and Analytics: Gain insights into performance through comprehensive reporting.
- Apps and Integrations: Integrate with other tools and apps.
- SLAs and Customizable Agent Workspaces: Set SLAs and personalize agent workspaces.
- Third-Party Data Storage: Ensure data security with third-party storage.
Pricing starts from: $19
Free trial period: 14 days
Help Scout: Ideal for Email and Chat Support
Help Scout is a suitable option for businesses providing customer support primarily through email and chat. While it offers a shared inbox and knowledge base, it lacks in-built social media customer service capabilities.
Key Features of Help Scout:
- Shared Inbox: Collaborate with your team and manage customer conversations efficiently.
- Knowledge Base: Provide customers with self-service resources.
- Reporting and Analytics: Obtain valuable insights into customer support performance.
- Live Chat and Proactive Support: Engage customers in real-time through live chat.
- Workflows and Integrations: Automate tasks and integrate with other tools.
Pricing starts from: $20
Free trial period: 15 days
Hiver: Gmail-Based Help Desk Software
Hiver is an excellent choice for businesses wanting to utilize a shared inbox within Gmail. However, for a complete customer experience, investing in additional social media help desk software and a knowledge base software may be necessary.
Key Features of Hiver:
- Email Delegation and Tasks: Efficiently manage emails and assign work to team members.
- Notes and Collision Detection: Collaborate and avoid overlapping efforts.
- Templates and Automations: Streamline repetitive tasks with templates and automations.
- Analytics and SLAs: Measure performance and adhere to SLAs.
Pricing starts from: $10
Free trial period: 7 days
HappyFox: Versatile Help Desk Tool for Multiple Teams
HappyFox is a help desk tool suitable for various teams, including HR, Marketing, Sales, and Facilities teams. Its essential features include ticketing, automations, self-service, and reporting. However, the cluttered user interface might pose challenges for some teams.
Key Features of HappyFox:
- Ticketing: Manage customer issues with an efficient ticketing system.
- Knowledge Base: Offer self-service options to customers.
- Canned Actions and Automation: Automate repetitive tasks for increased productivity.
- Reporting and Analytics: Gain insights into performance and customer trends.
Pricing starts from: $29
Free trial period: 14 days
Kayako: Choose On-Premise or Cloud-Hosted Help Desk Solutions
For businesses seeking an on-premise help desk management system, Kayako is a viable option. Additionally, its cloud-hosted help desk is suitable for SMBs and remote teams.
Key Features of Kayako:
- Ticketing: Efficiently manage customer support requests.
- Live Chat and Social Media Integration: Engage with customers through various channels.
- Collaboration and Self-Service: Enable team collaboration and offer self-service resources.
- Integrations: Integrate Kayako with other tools for seamless operations.
Pricing starts from: $30
Free trial period: 14 days
Gorgias: Ideal for eCommerce Businesses with Limited Support Tickets
Gorgias is a help desk platform designed for eCommerce businesses with lower volumes of support tickets. It offers multi-channel support, voice, SMS, automation, and self-service capabilities. However, consider the ticket limitations based on your selected plan.
Key Features of Gorgias:
- Multi-Channel Support: Manage customer inquiries from email, social media, and live chat.
- Voice and SMS: Communicate with customers through voice and SMS.
- Automations and Self-Service: Automate processes and provide self-service resources.
- Intent and Sentiment Detection: Understand customer intent and sentiment for improved responses.
- Reporting and Analytics: Measure performance and analyze customer data.
Pricing starts from: $50
Free trial period: 7 days
Zoho Desk: Comprehensive Help Desk Solution for Small and Medium Businesses
Zoho Desk is an ideal help desk software for small and medium businesses looking to support customers on multiple channels and generate insightful reports. However, its high level of customization may result in a steeper learning curve.
Key Features of Zoho Desk:
- Ticket Management: Efficiently handle customer support tickets.
- Chatbot Powered by Zia: Utilize AI-powered chatbots to assist customers.
- Self-Service and Automation: Empower customers and automate tasks.
- Reporting and Analytics: Gain insights into support performance.
- Integrations: Integrate with other Zoho products and third-party tools.
Pricing starts from: $0
Free trial period: 15 days
Salesforce Service Cloud: Legacy Solution for Complex Workflows
Salesforce Service Cloud is a popular help desk software for enterprises with intricate workflows. However, its adoption and familiarity might be challenging due to its complex user interface.
Key Features of Salesforce Service Cloud:
- Ticketing: Manage customer support tickets efficiently.
- Self-Service and AI for Customer Service: Provide self-service options and leverage AI for customer support.
- Automations and Call Center Management: Automate tasks and manage call center operations.
- Reporting and Analytics: Obtain insights into customer service performance.
Pricing starts from: $25
Free trial period: 30 days
Freshservice: Streamline Internal Support Requests with IT Service Desk Software
Freshservice is a modern IT service desk software designed to enhance internal support requests. While most of the list focuses on customer support help desk software, Freshservice caters to businesses looking for IT-specific solutions.
Key Features of Freshservice:
- IT Ticketing: Manage IT-related support requests efficiently.
- IT Service Management (ITSM): Handle incidents, service requests, problems, and change management.
- Asset Management: Keep track of IT assets and inventory.
- Automation: Automate tasks for increased productivity.
- Reporting and Analytics: Gain insights into IT support performance.
Pricing starts from: $19
Free trial period: 21 days
With this comprehensive list of the best help desk software for 2023, you can now make an informed decision to propel your business’s customer support and internal operations to new heights. Each software offers unique features, so choose the one that best aligns with your business requirements.