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18 Best Help Desk Software Every Business Must Use

Best Help Desk Software

The Help Desk Software is a customer support and ticketing system for businesses.

This software helps businesses track customer requests, assign customer service tickets, and resolve customer issues.

This type of Software is a web-based system that is used to manage customer requests, assign customer service tickets, and resolve customer issues.

What is help desk software used for

Help desk software is used for managing customer support.

It includes a ticketing system for tracking and resolving customer issues, as well as a knowledge base for storing information about products and services.

Help desk software can also include features such as live chat and customer satisfaction surveys.

Best Help Desk Software Examples

Some popular examples of help desk software :

  1. Zendesk
  2. Freshdesk
  3. HappyFox
  4. osTicket
  5. Mavenlink
  6. Jira Service Desk
  7. MantisBT
  8. Request Tracker
  9. Kayako
  10. Zoho Desk
  11.  ProProfs Help Desk 
  12. Spiceworks
  13. HelpSpot
  14. SysAid 
  15. Cayzu
  16. JitBit Help Desk
  17. Vision Helpdesk

Zendesk help desk

Zendesk is a customer service and engagement platform that helps organizations create lasting relationships with their customers.

this software provides a suite of tools that enables organizations to provide excellent customer service and support, including a ticketing system, a knowledge base, live chat, and a self-service portal.

Top Features of Zen help desk

  • user-friendly and easy to use.
  • wide range of features.
  • highly customizable.
  • available in multiple languages.
  • affordable.

Pros:  

The Zendesk help desk has a number of features and benefits that make it an attractive option for businesses.

One of the main benefits is that it is very user-friendly and easy to set up and use.

Additionally, Zendesk offers a number of features that can be very helpful for businesses, such as the ability to create custom fields, the ability to track customer satisfaction, and the ability to create custom reports.

Cons: 

Zendesk help desk can be quite expensive for some businesses and it can be difficult to customize to fit specific needs.

Additionally, some users have reported that the software can be buggy and difficult to use.

  • Limited customization options
  • Can be difficult to navigate
  • Limited features and integrations

Price  of Zendesk help desk :

Zendesk help desk pricing starts at $5 per month for the Lite plan, $19 per month for the Basic plan, $49 per month for the Professional plan, and $149 per month for the Enterprise plan.

Freshdesk

Freshdesk is a cloud-based customer support platform that enables businesses to provide excellent customer service.

It offers a suite of features including a self-service customer support portal, a knowledge base, ticketing, and live chat.

Freshdesk also integrates with a number of third-party applications to extend its functionality.

Top Features of Freshdesk

Freshdesk’s powerful ticketing system makes it easy to track, prioritize, and resolve customer issues, while its robust reporting and analytics capabilities help businesses to identify and address areas of improvement.

it’s self-service knowledge base and community forums provide customers with the information they need to resolve their issues independently, and its built-in chat and call center capabilities make it easy to provide immediate assistance when needed.

Freshdesk’s intuitive interface and extensive customization options make it easy to tailor the software to the unique needs of any business, and its affordable pricing makes it a great value for businesses of all sizes.

  • Customer support software
  • Knowledge management software
  • Social media monitoring
  • Web-based help desk
  • Ticket management
  • Multi-channel support
  • Customizable help desk
  • Reporting and analytics
  • Integration with third-party applications
  • Mobile app

Pros of Freshdesk:

  • Ease of use: Freshdesk is an easy to use solution that is suitable for businesses of all sizes.
  • Affordable pricing: Freshdesk offers an affordable pricing structure that is suitable for businesses of all sizes.
  • Robust features: Freshdesk offers a robust set of features that can help businesses streamline their customer support operations.
  • Excellent customer support: Freshdesk offers excellent customer support that can help businesses resolve issues quickly.
  • Scalable solution: Freshdesk is a scalable solution that can be used by businesses of all sizes.

Cons:

  • Freshdesk has a limited number of integrations, which limits the features that you can add to your help desk.
  • Freshdesk does not offer a free trial.
  • Freshdesk does not offer a live chat option.

Price of Freshdesk :

Freshdesk’s pricing depends on the number of agents you need and the features you want.

Their pricing starts at $15 per month per agent for the Sprout plan, which includes basic features.

The Blossom plan, which includes additional features, starts at $29 per month per agent, and the Garden plan, which includes even more features, starts at $49 per month per agent.

HappyFox

HappyFox Chat is a cloud-based live chat software that helps businesses provide real-time assistance to their customers.

It offers a wide range of features such as automatic greeting messages, chat transcripts, chat routing, and more.

HappyFox Chat also integrates with a number of third-party applications such as Salesforce, Zendesk, and Freshdesk.

Top Features of HappyFox:

  1. Live Chat:

HappyFox offers live chat support to help businesses speed up customer service. Customers can use the live chat feature to get in touch with customer service representatives in real-time and get their queries resolved quickly.

  1. Knowledge Base:

HappyFox provides a knowledge base where businesses can store articles and FAQs to help customers find answers to their queries on their own. This self-service option can help businesses save time and resources.

  1. Ticketing System:

HappyFox offers a ticketing system to help businesses keep track of customer queries and requests. This system can help businesses prioritize and assign tasks to customer service representatives.

  1. Reporting & Analytics:

HappyFox provides reporting and analytics tools to help businesses track customer service performance. These tools can help businesses identify areas of improvement and take necessary actions to improve customer service.

    Pros:

    • Easy to set up
    • User-friendly interface
    • Affordable pricing
    • Good customer support
    • Useful features such as ticket assignment, SLA, knowledge base, etc.
    • Integrates well with other applications
    • Allows multiple agents to work on a ticket

    Cons:

    • The search function is not as intuitive as it could be.
    • The interface and navigation can be confusing at first.
    • Some features are not available on the free plan, which could be a turn-off for some users.

    Price of HappyFox :

    HappyFox Chat does not publish pricing on their website, but according to a third-party source, their starting price is $15/agent/month.

    osTicket

    osTicket is a customer support platform that enables businesses to manage and respond to customer support requests.

    The platform offers a variety of features such as ticket management, knowledge base management, and asset management.

    osTicket also offers a self-service portal for customers to submit and track their support requests.

    Top Features of osTicket :

    • Open source ticketing system
    • Simple and easy to use
    • Supports multiple languages
    • Integrates with third-party applications
    • Offers customizable ticket fields
    • Comes with a built-in knowledge base
    • Provides email notifications
    • Allows file attachments
    • Gives users the ability to create tickets via email
    • Offers a mobile-friendly interface

    Pros:

    • Easy to use
    • Responsive community
    • Good documentation
    • Multiple platforms support
    • With different languages

    Cons:

    The primary disadvantage of osTicket is that it doesn’t have a live chat option, which means that you’ll need to use another support application to provide that service.

    Additionally, because it’s a self-hosted solution, you’ll need to be comfortable working with server administration in order to get it up and running.

    Price of osTicket

    The price of osTicket depends on the edition you choose and the number of users. The prices start at $19 for the Essential edition and $59 for the Professional edition.

    Mavenlink

    Mavenlink is a cloud-based project management software that enables users to collaborate on projects, track progress, and manage resources.

    The software includes features such as task management, time tracking, file sharing, and invoicing.

    Mavenlink also offers a marketplace of services and products that can be integrated into projects.

    Top Features of Mavenlink:

    Mavenlink is a project management software that helps you to manage your projects by creating tasks, assigning resources, and tracking progress.

    Its also allows you to create custom reports and dashboards to track your project KPIs.

    Mavenlink integrates with popular business tools such as Salesforce, QuickBooks, and Google Apps. Mavenlink offers a free trial and a monthly subscription.

    Pros:

    Detailed Reporting

    Mavenlink provides detailed reports that help you track your project’s progress. These reports are customizable, so you can see the information that is most important to you.

    Easy to Use

    Mavenlink is easy to use, even for people who are not familiar with project management software. The interface is intuitive and user-friendly.

    Affordable

    Mavenlink is one of the most affordable project management tools on the market. It has a free trial and a monthly subscription that is very reasonable.

    Excellent Customer Support

    Mavenlink has excellent customer support. The staff is knowledgeable and helpful. They are always available to answer your questions.

    Cons:

    Mavenlink has excellent features, which are designed to give you the best possible experience.

    You can keep track of your project progress, create and manage tasks, and also monitor your project budget.

    Price of Mavenlink

    Mavenlink offers a free trial, and prices start at $19 per month.

    Jira Service Desk

    Jira Service Desk is a service management tool that helps organizations manage customer requests and track service delivery.

    It includes features like a self-service portal, workflow management, and SLA tracking.

    Top Features of Jira Service Desk:

    • Jira Service Desk is a web-based application that allows your team to manage customer service requests and incidents.
    • It’s provides a customizable workflow that can be tailored to your organization’s needs.
    • it’s offers a self-service portal for your customers to submit and track service requests.
    • it’s integrates with your organization’s LDAP directory for user authentication.
    • Jira Service Desk has a built-in knowledge base that can be used to store frequently asked questions and answers.

    Pros:

    There are a number of advantages to using Jira Service Desk, including:

    • Jira Service Desk is a highly configurable tool, allowing businesses to tailor the application to best fit their needs.
    • its integrates with a number of other applications and tools, making it a versatile tool for businesses.
    • Jira Service Desk is a cost-effective solution for businesses, as it is offered on a subscription basis.
    • its offers a number of features and functionality to help businesses streamline their operations.

    Cons:

    There are a few potential drawbacks to using Jira Service Desk, including:

    1. As with any tool, it takes time to learn how to use Jira Service Desk effectively.
    2. Jira Service Desk is expensive for larger organizations.
    3. its too complex for some organizations.

    Price of Jira Service Desk:

    The price of Jira Service Desk starts at $10 per month for up to 10 users. There is also a free trial available for up to 3 users.

    MantisBT

    MantisBT is an open source issue tracker that provides a simple and easy way for users to keep track of issues and bugs.

    It is designed to be used as a standalone application or as a plugin for other software applications.

    Top Features of MantisBT

    User-friendly interface:

    MantisBT has a very user-friendly interface that is both intuitive and easy to use.

    Powerful search functionality:

    MantisBT offers powerful search functionality that allows you to find the information you need quickly and easily.

    Customizable fields:

    MantisBT allows you to customize the fields that are displayed on the screen, making it easy to find the information you need.

    Advanced security features:

    MantisBT offers advanced security features that allow you to control who has access to your information and what information they can see.

    Flexible project management:

    MantisBT offers flexible project management features that allow you to manage your projects in a way that best fits your needs.

    Pros:

    • Open source
    • Free
    • use on any operating system
    • Easy to install
    • Use on any web server
    • Use with any database
    • Easy to use
    • customized

    Cons:

    The main con of MantisBT is that it is a bit complex to set up, due to its wide range of features and options.

    Price of MantisBT:

    The price of MantisBT is free for open source projects and starts at $10 per month for private projects.

    Kayako

    Kayako is a customer support platform that helps businesses provide better customer service.

    It offers a variety of features to help businesses manage their customer support operations, including a ticketing system, a knowledge base, live chat, and more.

    Top Features of Kayako:

    • Some of the great features of Kayako include:
    • add as many tickets as you need without having to worry about exceeding any limits.
    • The interface is very user-friendly and easy to use.
    • Assign tickets to a specific user or department automatically.
    • Escalate tickets automatically if they are not resolved within a certain time frame.
    • Add custom fields to tickets so that you can track additional information.
    • You can create custom views of tickets so that you can see the information that is most important.
    • You can create custom statuses for tickets so that you can track their progress.

    Pros:

    • Ease of use: The software is very user-friendly and easy to navigate
    • Affordable: Kayako pricing is very affordable compared to similar customer service software
    • Flexible: Kayako is very flexible and can be customized to fit the needs of any business
    • Feature-rich: The software is packed with features that businesses need to provide excellent customer service

    Cons:

    The cons of Kayako are that it is not the most user-friendly help desk software on the market.

    Kayako does not offer a free trial, so you will need to purchase a subscription before you can use the software.

    Price of Kayako :

    The price of Kayako starts at $15 per month.

    Request Tracker

    Request Tracker is a problem tracking system that allows users to submit and track requests for help or assistance.

    It is often used by customer support teams to track and resolve customer issues.

    Request Tracker is a ticketing system that helps organizations track and respond to customer requests.

    It enables organizations to create and track tickets, assign tickets to staff members, and track the status of tickets.

    Request Tracker can also be used to generate reports and analytics to help organizations improve their customer service.

    Top Features of Request Tracker:

    • Project Tracking
    • Issue Tracking
    • Client Tracking
    • Knowledge Base
    • Reporting

    Pros:

    • Request Tracker is an extremely flexible system that can be used for a wide variety of tasks.
    • it is very user-friendly and easy to use.
    • it is very customizable, so you can tailor it to fit your specific needs.
    • Request Tracker integrates well with other systems, so you can easily share data and information between them.
    • it is open source software, so it is free to use.

    Cons:

    • The interface is not overly user-friendly, and can be confusing for first-time users.
    • It can be difficult to keep track of all the different requests and tasks that are assigned to individual users.
    • There is no built-in chat or messaging function, so communication between team members can be difficult.

    Price of Request Tracker:

    The cost of Request Tracker will vary depending on the features and options you choose. The base cost for the software is $325.

    Zoho Desk

    Zoho Desk is a cloud-based help desk software that offers businesses a way to streamline their customer support operations.

    It provides a centralized platform for managing customer tickets, knowledge base articles, and support agent performance.

    Zoho Desk also offers a range of features for automating support processes, such as ticket routing and assignment,SLA management, and reporting.

    Top Features of Zoho Desk

    • It is easy to use
    • It is customizable
    • It has a wide range of features
    • It is affordable
    • It has a good customer support

    Pros:

    • Offers multiple features and tools for managing a service desk
    • Integrated with other Zoho products
    • Robust ticketing system
    • Provides a seamless customer service experience

    Cons:

    The pricing for Zoho Desk may be expensive for some small businesses. There is also a learning curve for some of the features.

    ProProfs Help Desk 

    ProProfs Help Desk is a cloud-based help desk software that enables businesses to deliver fast and efficient customer support.

    It comes with a host of features such as ticketing, knowledge base, asset management, live chat, and more.

    Top Features of ProProfs Help Desk:

    Helpdesk software helps all the team members to create a ticket, reply to them and track the ticket status.

    It helps to solve the ticket queries quickly, ensures that the customers get the response on time and keeps the team organized.

    ProProfs Help Desk Software helps you to save time by collecting details of all the tickets and storing them in a central location.

    Its helps you to improve your customer service by responding to the tickets quickly and efficiently.

    ProProfs Help Desk Software helps you to increase your productivity by organizing all the tickets and keeping track of their status.

    Its helps you to reduce your costs by automating the ticketing process.

    It is easy to use and helps you to get started quickly.

    Pros:

    ProProfs Help Desk Software is an all-in-one help desk ticketing and knowledge management software.

    Its features include a ticketing system, a knowledge base, a live chat module, and a community forum.

    The software is suitable for businesses of all sizes. It offers a free trial and a monthly subscription.

    Cons:

    ProProfs has a few drawbacks, including that you can’t access many of the features without opting for a paid plan.

    This could make it more expensive than some of the other help desk software options on the market.

    Additionally, some users have complained about the system’s interface and how it can be challenging to learn.

    Price of ProProfs Help Desk Software:

    ProProfs Help Desk Software is available in a free Basic plan and paid Professional and Enterprise plans.

    The Professional plan starts at $15 per month, and the Enterprise plan starts at $30 per month.

    Help desk software open source list

    • osTicket
    • MantisBT
    • Zendesk
    • Freshservice
    • OTRS

    Why use help desk software?

    There are many reasons why you might want to use help desk software. Some of the most common reasons include:

    To keep track of customer requests:

    Help desk software can help you keep track of all the customer requests that come in, so you can ensure that each one is dealt with in a timely and efficient manner.

    To improve customer satisfaction:

    Help desk software can help you improve customer satisfaction by ensuring that each customer request is dealt with quickly and efficiently.

    To reduce the time spent dealing with customer requests:

    Help desk software can help you reduce the amount of time you spend dealing with customer requests, freeing up your time to focus on other important tasks.

    To improve your team’s productivity:

    Help desk software can help you improve your team’s productivity by ensuring that they have all the information they need to deal with customer requests quickly and efficiently.

    To reduce the cost of dealing with customer requests:

    Help desk software can help you reduce the cost of dealing with customer requests by ensuring that you have all the information you need to deal with them quickly and efficiently.

    Different types of service desks

    There are four different types of service desks:

    Operational service desk:

    This type of service desk focuses on delivering day-to-day services and support to users.

    Technical service desk:

    This type of service desk provides support for technical issues and problems.

    Project service desk:

    This type of service desk provides support for project-related issues and problems.

    Customer service desk:

    This type of service desk provides support for customer-related issues and problems.

    What is the purpose of help desk software?

    There are many purposes for help desk software, but the most common purpose is to provide a central location for customers to submit help requests,

    and for customer service staff to track and resolve those requests.

    Help desk software often includes features such as ticketing, knowledge management, and asset management.

    A guide to the best free ticketing software

    There is a wide range of free ticketing software available, each with its own unique features. Here is a guide to some of the best free ticketing software:

    Ticketbud

    Ticketbud is a free online ticketing software that allows you to sell tickets and manage your events. It offers a wide range of features, including event management, ticketing, and marketing tools.

    Eventbrite

    Eventbrite is a free online ticketing software that allows you to sell tickets and manage your events. It offers a wide range of features, including event management, ticketing, and marketing tools.

    TicketLeap

    TicketLeap is a free online ticketing software that allows you to sell tickets and manage your events. It offers a wide range of features, including event management, ticketing, and marketing tools.

    Brown Paper Tickets

    Brown Paper Tickets is a free online ticketing software that allows you to sell tickets and manage your events. It offers a wide range of features, including event management, ticketing, and marketing tools.

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