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Português Help desk software
Improve your customer service with
the right help desk software
- ✓ No setup fee
- ✓ Customer service 24/7
- ✓ No credit card required
- ✓ Cancel any time
Help desk software that'll win your customers over
Get the best tools for your customer service teams and make your customers happy. LiveAgent is one of the best help desk solutions available on the market, thanks to its easy ticket management. Take advantage of our wide range of features, integrations, as well as excellent multi-channel support for smooth customer conversations.
Helpdesk solutions
What is help desk software?
Help desk software typically catches all your incoming communication from customers and transforms it into tickets for easier management. Your customers use all kinds of ways to reach out like email, phone, messengers or live chat, so keeping all communication in one place helps your customer service agents understand the issue better and answer faster.
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Improve your efficiency with a multi-channel solution
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Usability
Who utilizes help desk software?
Any business that offers customer support or customer service can utilize help desk software for easy handling of customer inquiries. The responsibility goes to customer support teams, who are the primary users of help desk software. However, help desk systems often come with advanced features to extend their usefulness to other departments. A sales team can take advantage of call center capabilities or live chat, while an IT service desk can utilize emails and the customer portal with a knowledge base. By using free knowledge base software, your agents can spend less time answering repetitive questions and more time focusing on critical issues.
What are the benefits of help desk software?
A help desk solution can help your customer service reps deal with customer support issues, handle incoming requests faster, and get better customer feedback.
Get rid of late replies to your customers
Deliver consistent customer service across all channels with faster response times. Use SLAs to prioritize customer emails.
Organize your team with collaboration tools
Customer service teams can use a collaborative inbox and other tools to work in tight integration with each other.
Measure performance with custom reports
Get important data, use it to improve, and provide awesome customer service thanks to analytics from custom reports.
Top 5 help desk software compared
Below, you’ll find a concise comparison of the top 5 help desk software options to give you a quick overview. For a more comprehensive understanding of each, be sure to explore our in-depth reviews further down in the article.
| Help Desk software | Capterra rating | Web-based | Free version | Free trial | Price range |
|---|---|---|---|---|---|
| LiveAgent | 4.7/5 | ✅Yes | ✅Yes | ✅Yes | $15 agent/m |
| Zendesk | 4.4/5 | ✅Yes | ❌No | ✅Yes | $19/agent/m |
| Jira Service Management | 4.4/5 | ✅Yes | ✅Yes | ✅Yes | $20/agent/m |
| TeamSupport | 4.5/5 | ✅Yes | ❌No | ❌No | $49/agent/m |
| Salesforce Service Cloud | 4.4/5 | ✅Yes | ❌No | ✅Yes | $25/agent/m |
What does help desk software
consist of?
An excellent help desk software offers a variety of tools for easier customer support interactions.
Ticketing system
LiveAgent’s ticketing system is a vital part of help desk management software. It gathers customer messages and turns them into help desk tickets in a universal inbox supported by advanced features.
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Streamline all customer communication in one place
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Get an organized view of all customer queries
Live chat
Provide awesome customer service with the help of our fast live chat widget. Our live chat feature is supported by essential features such as canned responses, real-time typing-view, and more.
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Provide a fast customer service for every customer
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Easy to use and implement on any of your websites
Call center
Set up a call center and offer a personal customer experience via phone calls. Our customer service software handles inbound or outbound calls for easy customer interactions or solving incoming tickets.
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Provide support on a more personal level with calls
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Handle inbound calls and preview customer data in one place
Social media
Our social media integrations are popular features for creating loyal and happy customers. Your customer support team can engage with your customer base on social media from our ticketing system.
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Show your customers convenient support on social media
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Spread the word about your brand and get more leads
Knowledge base
Provide useful knowledge with our knowledge base software for easy self-support. Equip each knowledge base agent and customer with the information they need. Share the best business practices, informational articles, how-to guides, and more with our powerful knowledge base tool.
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Share all types of knowledge via articles for self-support
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Build multiple knowledge bases and internal knowledge base
Features you need in your web based help desk software
Take a look at some of the most prominent features of our help desk tool and get a complete picture of the LiveAgent user experience.
Task management
Workflow automation
Get rid of all mundane and repetitive tasks with our Rules feature. Set up simple automations to automate basic help desk functions and focus on what’s important. Use rules to transfer or resolve tickets, add specific tags and more. LiveAgent’s automation features are an ideal time saver – they can help agents do more meaningful work and cut down help desk management costs.
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Take advantage of task automation with Rules
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Automate repetitive or mundane tasks
Multilanguage support
Fully multilingual
Our software speaks your language. Select the language you want and adapt LiveAgent to your preference. LiveAgent currently supports 43 languages, and we constantly work on adding new languages on a regular basis. Take advantage of language adaptable widgets and speak the language of your customers. Simply set the language in the settings of individual widgets, and you’re good to go.
Reports
Comprehensive analytics
LiveAgent measures data in your help desk system and creates comprehensive reports that are easily accessible from your dashboard. Measure individual or overall agent performance, channel performance, solved tickets, ongoing chats, agents ratings and more. Select how you want to visualize data and use it to improve your help desk performance in every aspect.
Relationship management
CRM integrations
LiveAgent works with multiple partners to allow customers to incorporate a customer relationship management platform. By integrating CRM, your agents will be able to access customer data quickly and effectively. Solve each customer query efficiently and create long-lasting customer relationships simultaneously. LiveAgent also offers basic CRM capabilities for those who don’t use a third-party CRM solution.
Smartphone apps
Mobile help desk application
Are you looking to provide customer support and answer queries on the go? LiveAgent has native applications for Android and iOS, so you can reply while away from your computer. Both apps allow you to handle any kind of request – emails, calls, live chats, and social media requests. The apps are free for every LiveAgent user, so you can download them anytime.
How can help desk software help your business?
Free support
24/7 customer support
Help desk software enables you to assist customers 24/7. How? Simply by creating an in-depth knowledge base. According to our research, almost 70% of customers prefer a self-service option. Self-service is fast, convenient, and can give your business an edge over your competitors. This can be easily implemented using a robust knowledge base software.
Multi-channel capabilities
Multi-channel support
Do not lose any more time switching between platforms to respond to customer inquiries. Watch your customer interactions improve right away by connecting your email, live chat, phone calls, and social media, among others, in LiveAgent.
Analytics tools
Performance insights
Always stay informed about agent performance to improve daily. The team performance data in LiveAgent can provide your business with actionable insights into your customer service. As a result, you can determine if additional training is needed or how to improve customer satisfaction.
Service management
Improved CX
One way to improve the customer experience is by reaching out to the customers throughout their browsing experience. Customer service software allows your customer service reps to reach out via proactive chat invitations. As a result, your agents can prevent a high bounce rate, improve the CX, and ultimately increase customer loyalty.
Custom workflows
Task automation
To create a stellar customer service experience, your agents need to be fast and efficient. However, dealing with repetitive tasks can consume a lot of their time. Automating tasks and creating email templates/canned messages through the ticketing system allows agents to allocate their time for customers in need.
Collaboratiom tools
Effortless teamwork
Help desk system allows your colleagues to collaborate in multiple ways. The customer service team can communicate right inside the customer support tickets and solve customer issues very quickly. Moreover, the customer service team can chat outside the help desk tickets too. Efficient teamwork will elevate your customer service to a professional level, which will result in happy customers.
Start using LiveAgent now!
Try all that we have to offer with a free 30-day trial
- ✓ No setup fee
- ✓ Customer service 24/7
- ✓ No credit card required
- ✓ Cancel any time
The best value for your money
We carefully selected features in our pricing plans so you can pick the most affordable plan with the best value. Pay only for what you use without breaking your budget.
Small business
- Unlimited ticket history
- 3 email addresses
- 3 contact forms
- 1 API key
Medium business
- Everything in Small, plus
- 10 email addresses
- 3 live chat buttons
- Departments management
Large business
- Everything in Medium plus
- 40 email addresses
- 10 live chat buttons
Free
- 7 days ticket history
- 1 email address
- 1 chat button
- 1 contact form
A complete guide to the best help desk software
We all know that providing amazing customer service is a necessity. However, digital transformation walks hand-in-hand with higher demand for quick, efficient, and helpful support from businesses. The good news is that even in these hectic times, having a reliable customer help desk software platform will allow you to create the best experience for your customers. Research shows that 84% of companies trying to improve their customer experience see an increase in their revenue.
So, without further ado, let’s discuss how you can use it to operate a successful business.
How does help desk software work?
If you’ve ever reached out to a company, it’s likely that you have already interacted with help desk software. One of the most useful tools in any help desk software is the universal inbox feature, which consolidates all communications into one place.
But how exactly does it work?
Although the intricate processes that go on behind the scenes may differ for various help desk software providers, their core remains the same.
When a customer contacts a business via email, live chat, social media message, or other communication channels, a help desk ticket is created. The ticket often includes information like the channel the interaction comes from, a message from the customer, SLA, customer information, and others, depending on the service desk software you are using and how you configure it.
Once the ticket is created, it is delivered to an inbox. From there, it is assigned to an agent that handles further communication with the customer and tries to resolve the issue to the best of their ability.
In case the first customer service rep can’t solve the problem at hand, the ticket can be escalated to another representative, department, or level that is better equipped to handle more complex issues. This process is referred to as an escalation path.
Challenges associated with help desk software
Although help desk management software is an amazing tool that allows you to support many customers all over the world, it also comes with some challenges. Let’s have a look at some of them and discuss possible solutions.
Low first contact resolution rate
Although it may seem like a simple performance metric, that is not the case. In contact centers, first contact resolution is an important indicator of customer satisfaction and whether their expectations are being fulfilled. You may encounter this challenge due to insufficient agent training or an overwhelming number of help desk requests, among other factors.
Solution: Prepare your staff for handling even more complex customer issues, analyzing reports and data to determine the best course of action, and developing an efficient escalation procedure.
Lack of self-service options
Even contact centers with a large number of agents who are properly trained can get overwhelmed by the number of preventable questions they receive.
Solution: Develop and then point customers to a reliable and informative self-service portal with a knowledge base. Be sure that your inbox isn’t flooded with questions that customers can easily answer themselves. SupperOffice research shows that as much as 91% of responders would use a knowledge base if it were available and tailored to their needs.
Not using the right tools
All businesses are different. Therefore, they need different help desk software solutions encompassing different features.
Solution: Thoroughly research the ticketing system software you want to use and make sure that it provides everything your company needs to succeed. Study all the reports and analytics you can get your hands on. It is said that knowledge is power, so be sure to understand all the ins and outs of your help desk software’s operations.
Outdated systems
Did you know that as much as 42% of agents can’t resolve customer inquiries due to outdated or disconnected systems?
Solution: Always stay on top of your game when it comes to patches, updates, and innovations.
Time-consuming repetitive tasks
Many problems can stem from this challenge alone. If your agents spend hours doing repetitive tasks, they are less engaged and less productive, and there is a higher chance that your contact center will experience a high agent turnover rate.
Solution: Use AI and automation features. Having said that, be careful with its implementation. You don’t want to lose that “human touch” that makes customer support a friendly and pleasant experience.
Types of help desk software
Service desk application solutions encompass varying features and functionalities tailored for a wide variety of clients.
The following are the most common types of help desk software solutions.
- Internal help desk software – Allows internal users to quickly and efficiently track and resolve internal tickets and issues.
- External help desk software – A paying customer is supported by the vendor’s customer service teams.
- Web help desk software – With cloud-based help desk software, all the information is stored on the host’s servers. It is usually paid via a subscription and the host usually provides tech support.
- On-premise help desk software – All the hardware is located on-premise and the customer is responsible for its smooth operation.
- Open-source software – This is a type of software where anybody can access and alter its code without the need for permission from its producer. Usually, open-source solutions are either free of charge or funded by donations.
- Closed-source – This is the opposite of an open-source model. It is protected by intellectual property and isn’t available to the public.
Features of help desk software
When you’re searching for the best help desk software for your company, you will come across many popular features, options, and integrations various solutions have to offer. However, these are the 10 most important ones that you should first check off of any feature list.
- Contact channels – This is the way your customers contact you. These points of contact may include email support, live chat, call center, social media, community forums, and more.
- Ticket management – It is the core system that organizes customer support interactions and records them as tickets. Not only that but it also allows for further ticket tracking which can help investigate, resolve, and prevent any bottlenecks.
- Self-service portal – Many customers try to resolve their issues independently before contacting customer support teams. Using a self-service portal allows customers to be more independent. Such an approach improves the customer experience and boosts business efficiency by reducing the workload on customer service agents.
- Knowledge base – No efficient contact center exists without a knowledge base. This feature allows your customers to resolve their problems 24/7 without the need to have an agent present. Furthermore, an internal knowledge base is a crucial part of your agents’ day-to-day activities because it stores all the customer information, ticketing history, and much more.
- Intuitive user interface – Even the most robust and feature-rich customer help desk software will not do you any good if it’s difficult to use. An intuitive user interface is the bread-and-butter of smooth contact center operations.
- Reporting and analytics – Studying reports and analytics provide you with deeper insight into the operation of your contact center, and the business as a whole. Make sure that your help desk tool can provide you with sufficient information.
- SLA management – A smart help desk solution allows you to manage and uphold multiple service-level agreements at a time.
- Automation – Automating daily tasks is a must, mostly at large-scale companies with many clients.
- Dashboards – This feature allows agents to get a quick overview of the most important data upon logging in to the system. Contact center managers also use dashboards to monitor key metrics.
- Tags – Tagging your tickets and customer interactions is imperative if you want your contact center to run smoothly and efficiently. Tags not only help to categorize customer support tickets but also allow agents to quickly pull up customer information and better navigate large ticket volumes.
How to choose the best help desk software
First and foremost, we recommend writing a list of all the requirements you have for your new online help desk software.
If you can’t come up with all the needs of your contact center yourself, talk to your staff. They have insights into the daily operations of the contact center, so they’re the best source of information you can get when picking out the software they will ultimately end up working with.
To help you and your staff pick the best business software, below are some strategies to include in the decision-making.
Support
While nobody likes to think that something might go wrong, it’s important to keep in mind that having support readily available is crucial if you want everything to run smoothly. Nobody likes to wait for hours, or even days, for a reply from customer service teams, so make sure you research the quality of the vendor’s customer support before you make any final decisions.
Ability to scale up/down
Most business owners have their company growth at the top of their priority lists. Don’t forget, though, that your contact center must keep up as well. Likewise, the customer help desk software that you use can also be scaled up or down. When picking a help desk software solution you want to purchase, always check how easy it is to scale both ways.
Software limitations
No matter how amazing the software you use is, there are always some hiccups and limitations along the way. Take your time to study the capabilities of the software you’re considering getting and decide which features you can and can’t live without.
Collaboration options
In a contact center environment, teamwork is the name of the game. Handling multiple issues at once, providing chat support while being on a call, and getting a social media mention is not a job for a lone wolf. Choose help desk software that allows your team to collaborate seamlessly. It will make their jobs easier as well as improve the overall business productivity.
Integrations
Ensure that your help desk software can connect with different sites and applications. It not only makes your products and services more accessible but also provides an excellent unified customer experience across the board.
Top 15 providers of help desk software
LiveAgent
Best help desk software for small and mid-sized businesses that are looking to provide the best customer support to clients across the world.
LiveAgent is a help desk software solution with over 150 integrations and many advanced features. More than 40 000 customers rely on this software to provide excellent customer service to their clients.
Key features:
- Ticketing software
- CRM integration
- Live chat software
- Self-service portal and knowledge base
- Analytics and reporting
- Call center software
- Omnichannel communication
- Social media support software
- Automation options
Pros:
- Intuitive interface
- Reliable and helpful customer support
- Omnichannel experience
Cons:
- Outdated UI design
- Unable to log into two browsers with one account at the same time
- Tech support is available 24/7, but it is located in the EU
LiveAgent’s customers
Some of the most known customers of this software include industry giants like Huawei, Nascar, BMW, Slido, and Yamaha.
Pricing
You can use LiveAgent completely free of charge. However, if you’d like to experience its advanced features, you can choose from three pricing options, including $15, $29, and $49 a month.
If you want to give it a try, sign up for a 30-day free trial and get acquainted with the system.
Spiceworks
Best help desk software for businesses of all sizes that take their IT operations seriously.
Founded in 2006, this cloud-based help desk software is far from being a newbie in the field of customer support.
Key features:
- Ticketing
- Reporting and analytics
- Dashboard
- Self-service portal
- Incident management
Pros:
- Affordable
- Advanced incident management options
- Many configuration options
Cons:
- Adds in the app
- Occasional delays
- Ticket routing issues between departments
Pricing
You can use Spiceworks help desk software free of charge.
Alternative software options
Evaluate Spiceworks alternatives.
Help Scout
Best help desk software for small and large businesses that strive to provide amazing customer service.
Help Scout is trusted by more than 12 000 companies across all industries. With its many integrations, your customers will never miss an opportunity to contact your business.
Key features:
- Ticketing
- Third-party integrations
- SLAs
- Self-service portal
- Multichannel communication
Pros:
- Reliable customer support
- Easy to set up and use
- Very responsive
Cons:
- Insufficient report customization
- Workflow automation is difficult to set up
- The user interface is a bit old-fashioned
Help Scout’s customers
Some of the companies that use Help Scout include OkCupid, Trello, and Honey.
Pricing
Help Scout offers a three-tiered subscription for their software including $20, $35, and $60 per user per month billed annually.
To try Help Scout’s features before committing to a paid plan, you can sign up for a 15-day free trial.
Alternative software options
Check out Help Scout alternatives.
Zoho Desk
Best help desk software for mid-sized and large companies with high volumes of daily customer interactions.
More than 50 000 companies around the world use Zoho Desk’s help desk platform for their daily contact center activities.
Key features:
- Ticketing
- Customer relationship management tool (CRM)
- Customer complaint tracking
- Third-party integrations
- SLAs
Pros:
- Easy to customize
- Great user portal
- Easy SLA management
Cons:
- Lacks alerts when tickets are passed between departments
- The interface can be slow at times
- Scaling can be complicated
Zoho Desks’s customers
Zoho Desk’s customer base includes companies like Daimler, Land Rover, and Essilor.
Pricing
You can use Zoho Desk’s free version with its essential features. However, if you’d like to harness the full potential of this business software, you can choose one of the pricing plans from €14, €23, or €40 per agent per month.
You can first give it a try by signing up for a 15-day free trial.
Alternative software options
Look into Zoho Desk alternatives.
Jira Service Management
Best help desk software for larger businesses in IT, development, operations, and more, looking to provide the best support.
Jira Service Management by Atlassian empowers dev, IT Ops, and other departments to collaborate seamlessly.
Key features:
- Ticketing
- Incident management
- Collaboration tools
- Real-time reporting
- Workflow management
Pros:
- Easy to integrate with many ITSM management tools
- Flexibility
- Great tracking abilities
Cons:
- Migrating changes from dev to production can be difficult
- Complicated UI
- Steep learning curve
Jira Service Management’s customers
Jira Service Management is widely used in businesses like Toast, Lucid Motors, and Solarisbank.
Pricing
Basic features Jira Service Management IT help desk software offers are available free of charge. To access more advanced options, you can go for their Standard $20 or Premium $40 per agent per month plans which are billed annually. They also offer an Enterprise plan for companies with more than 201 agents. It costs $128 000 a year.
To try it out before committing to a paid plan, you can sign up for a 7-day free trial.
Alternative software options
Review Jira alternatives.
Freshservice
Best help desk software for companies in financial services, education, and governmental organizations.
Freshservice is a service desk software that brings smart automation closer to their clients and helps them provide excellent customer service.
Key features:
- Ticket automation
- Incident management
- Collaboration tools
- Issue tracking
- Multi-channel support
Pros:
- User-friendly interface
- Workflows are easy to configure
- Easy to deploy and customize
Cons:
- Insufficient reporting
- Initial configuration can be a bit daunting
- Insufficient dashboard
Freshservice’s customers
Among companies that use Freshservice, you can find VICE Media, TaylorMade Golf, and Chargebee.
Pricing
To access Freshservice’s features you can subscribe to $15, $40, $75, or $95 per agent per month plans billed annually.
Before you decide on the best plan for your business, you can give Freshservice a try by signing up for their 21-day free plan.
Freshdesk
Best help desk software for all businesses trying to build long-lasting relationships with their customers.
With over 50 000 customers around the world, Freshdesk will not disappoint any customer-centric business.
Key features:
- Ticketing
- Live chat tool
- Call center management
- Collaboration tools
- Dashboard
Pros:
- Well-designed UI
- Automation options
- Reliable live chat feature
Cons:
- Tickets can get lost while transferring between teams
- Limited editing tools
- Insufficient reporting
Freshdesk’s customers
Some of Freshdesk’s loyal customers include Decathlon, Aramex, and Bridgestone.
Pricing
If you have up to 10 agents, you can use this service desk support software free of charge. However, you can also opt for €15, €49, or €79 per agent per month subscription plans that are billed annually.
If you’d like to test it out first, you can use their 21-day free trial.
Alternative software options
Evaluate Freshdesk alternatives.
Zendesk
Best help desk software for growing companies that strive to provide amazing customer service.
More than 160 000 companies trust Zendesk to help close deals and take care of their clients.
Key features:
- Ticketing
- Multichannel communication
- CRM
- Dashboard
- Reporting
Pros:
- 100+ integrations
- Tickets are easy to track
- Great uptime
Cons:
- Difficult to communicate with customer support
- Dashboards are difficult to create
- Insufficient analytical tools
Zendesk’s customers
Among Zendesk’s satisfied customers you can find Polaris, Modsy, and BoxyCharm.
Pricing
Their pricing plan starts at €19 per agent per month and continues with €49, and €99 options. All of them are billed annually.
Before making a purchase, you can sign up for a 30-day free trial and get acquainted with this service desk platform.
Alternative software options
Check out Zendesk alternatives.
Gorgias
Best help desk software for companies of all sizes in eCommerce and many other fields.
Gorgias helps more than 9000 companies increase their revenues and provide great customer experiences with their app specifically designed for Shopify.
Key features:
- Ticketing
- Third-party integrations
- Customer database
- Activity dashboard
- Multichannel communication
Pros:
- Social media integrations
- Easy to use
- The user interface is easy to configure
Cons:
- Difficult to customize
- Customer support is sometimes difficult to reach
- Lacks built-in spam control
Gorgias’s customers
Some of the brands that rely on Gorgias include Steve Madden, Bokksu, and Marine Layer.
Pricing
You can start using Gorgias’s service desk software by subscribing to one of their following plans: $50, $300, or $750 per month. If you’d like to get a custom pricing plan, you can reach out to Gorgias’s team.
Before committing to a paid version, you can try Gorgias by signing up for a free trial.
Alternative software options
Review Gorgias alternatives.
Salesforce Service Cloud
Best help desk software for businesses of all sizes across various fields.
Salesforce Service Cloud allows you to provide holistic customer service using AI and integrating popular support channels.
Key features:
- Ticketing
- AI
- Self-service portal
- Collaboration tools
- Multichannel communication
Pros:
- Automation options
- Easy to set up and use
- Many customization options
Cons:
- The platform can be slow at times
- Occasional downtime
- Storage limitations
Salesforce Service Cloud’s customers
Among Salesforce Service Cloud’s customers, you can find IBM, Mercedes-Benz, and NBCUniversal.
Pricing
Salesforce Service Cloud offers four pricing options including $25, $75, $150, and $300 per user per month billed annually.
If you’d like to try it out first, you can sign up for their 14-day free trial.
SysAid
Best help desk software for companies of all sizes spanning all industries.
Thanks to SysAid’s many automation options, their clients can manage each ticket and customer interaction with the attention it deserves.
Key features:
- Ticketing
- Automation
- Self-service portal
- Workflow configuration
- Reporting and analytics
Pros:
- Automation options
- Flexible design
- Customization options
Cons:
- Requires basic knowledge of HTML
- Insufficient chat console
- Steep learning curve
SysAid’s customers
SysAid is trusted by well-known companies including The Guardian, Bacardi, and Fuji Xerox.
Pricing
To learn about SysAid’s pricing, contact their team to get a plan that will fit your needs.
If you’d like to give it a try with no strings attached, you can sign up for a 30-day free trial.
Alternative software options
Evaluate SysAid alternatives.
Hiver
Best help desk software for businesses that use Gmail or Google Apps for their customer support.
Hiver is an exceptional service desk platform built for Google Workspace. It helps more than 1500 companies seamlessly run their contact centers from inside Gmail.
Key features:
- Ticketing
- Workflow management
- Self-service portal
- Performance metrics
- Collaboration tools
Pros:
- Smooth integration with G Suite
- One convenient shared inbox
- Easy to use
Cons:
- The analytics tool isn’t always accurate
- Notifications can be laggy at times
- Filtering tickets can be tricky
Hiver’s customers
Hiver is trusted by many businesses like Course Hero, Upwork, and AppsFlyer.
Pricing
You can start using Hiver’s features and functionalities for $15, $39, or $59 per user per month.
Hiver also offers an option to try their help desk software for free if you sign up for a 7-day free trial.
Alternative software options
Check out Hiver alternatives.
Front
Best help desk software for all the businesses that want to have greater operational efficiency.
Front is used by more than 7500 companies across all industries thanks to its amazing collaboration tools and workflow optimization options.
Key features:
- Ticketing
- Activity dashboard
- Self-service portal
- Reporting and analytics
- Collaboration tools
Pros:
- Internal messages within emails
- Great collaborative chat tools
- Advanced search functionality
Cons:
- Limited language options
- Notifications can be laggy at times
- UI can be laggy
Front’s customers
High-impact teams in various companies use Front, including Instructure, Culture Amp, and Morningside.
Pricing
You can choose from Front’s three pricing options including $19, $49, or $99 per person per month.
There is also an option to sign up for a 7-day free trial to test it out before making a purchase.
Alternative software options
Look into Front alternatives.
HubSpot Service Hub
Best help desk software for companies across all industries determined to provide the best customer experience.
HubSpot Service Hub operates in more than 120 countries and serves more than 100 000 satisfied and happy customers.
Key features:
- Interaction tracking
- Multichannel communication
- Self-service portal
- Customizable reports
- Collaboration tools
Pros:
- Robust reporting options
- Easy to set up and use
- Customizable knowledge base
Cons:
- Limited ticketing options
- On a pricier side
- The free plan lacks access to tech support
HubSpot Service Hub’s customers
HubSpot Service Hub’s help desk platform boasts a large customer base including companies like SoundCloud, GoFundMe, and ResellerRatings.
Pricing
Some of HubSpot Service Hub’s tools are available for free. However, to fully experience the potential of this software, you can choose from three pricing plans including €41, €414, or €1104 per month.
Besides these options, you can sign up for a free trial to decide if it is the right technology investment for you.
Alternative software options
Review HubSpot Service Hub alternatives.
TeamSupport
Best help desk software for companies handling lower volume but higher complexity tickets.
This B2B-focused help desk software option helps its customers deliver the best customer care possible.
Key features:
- Ticketing
- SLAs
- Knowledge base
- Performance metrics
- Customizable branding
Pros:
- Intuitive UI
- Field customization
- Easy to set up
Cons:
- Unintuitive reporting functionality
- Sometimes can be laggy
- Difficult to manage large datasets in bulk
TeamSupport’s customers
Among companies using TeamSupport’s service desk platform, you can find Comcast, Teladoc Health, and Fujifilm.
Pricing
To start using this software, you can decide to go for one of the following subscription plans: $49, $69, or $119 per agent per month.
Alternative software options
Evaluate TeamSupport alternatives.
What is the best help desk software?
We can agree that there are many options to choose from, but don’t worry, we’ve picked out the top 5 for you to compare.
- LiveAgent – With a Capterra rating of 4.7, this is the best option for all those who seek a help desk solution that is affordable and has a wide repertoire of features. Another reason why LiveAgent is the top help desk software for your business is that it helps increase conversions, drive sales, and create the best holistic customer experience no matter the industry you are in.
- TeamSupport – If you try to provide complex and customer-focused services, TeamSupport might be just the solution for you. With a Capterra rating of 4.5, you can rest assured that this help desk software option will not disappoint.
- Salesforce Service Cloud – Bringing AI and automation to your customer service operations has never been easier. Salesforce Service Cloud boasts a 4.5 rating on Capterra, so you know you’ll be investing in software of the best quality.
- Zendesk – Having a client base of more than 160 000 businesses and a 4.4 Capterra rating, Zendesk is an amazing opportunity for every company that is trying to build relationships with their customers through engagement and great customer support.
- Jira Service Management – Boasting a 4.4 rating on Capterra, Jira Service Management will make implementing the agile methodology in your company a piece of cake.
Mistakes to avoid when buying a help desk software
- Insufficient staff training – You can invest in the best and most reliable feature-rich help desk software, but if your team isn’t able to harness its full potential, it will not do you any good. Make sure that the customer service agents and other employees are properly trained and can interact with the software. You can do this by hiring a licensed coach, holding seminars, or even by studying and discussing available documentation.
- No needed features – Don’t hurry while picking out the software you want to purchase. Study the features it offers. Does it provide everything you need? Are there any limitations that are a deal-breaker for you? Ask questions and be critical before you buy. You don’t want to end up realizing down the line that your help desk software solution doesn’t have enough features for you to be successful.
- Not taking full advantage of the trial period – If the provider you decide to go with offers a trial period, use it to the max. Try everything you can, study the software, make mistakes and learn from them. That’s what the free trial period is about. Make sure you take note of all the functionalities and powerful features, as well as the quirks that software inevitably comes with. Don’t overlook help desk freeware, it might be just enough to meet your needs.
- Discount dealing – Let’s be honest, we all like it when we can bargain a good price. However, in a product so deeply ingrained in your day-to-day contact center activities, you need to be careful and pay attention to what is worth paying a higher price for.
- Not looking into the future – Operating a successful contact center is a marathon, not a sprint. Look into the future. Decide on the online help desk software that will not only serve you now, but become a valuable part of your business in the future based on your plans for later expansion.
What to ask on a demo call about help desk software and the company
Some of the most common questions asked on demo calls in regards to help desk software are:
- Why is your solution better than your competitors?
- What is the difference between you and others?
- How does your billing work?
- How many agents can I assign to a department?
- Can I create a custom agent role?
- Is there an option to have an agent on a different plan?
- How can I avoid cherry-picking?
- Where can I see agent statistics?
- Is there any limit on the number of connected email accounts?
- Can I merge a ticket?
- Can I split a ticket?
- Is it possible to postpone a ticket?
- How long are the data stored?
Implementation of help desk software
The implementation of LiveAgent’s help desk software can be generally done rather quickly.
Here are the steps you need to take to get everything up and running.
- Identify all communication channels that you want to use
- Outline which departments, statuses, and ticket flows you will need
- Book a demo call or consultation with the help desk software provider to understand how the tool can fit your use case
- Create a free trial account
- Add test agents
- Set up channels: connect emails, create chat buttons, connect VoIP numbers, etc.
- Set up a customer portal
- Set up automation for ticket categorization and routing
Conclusion
The best all-in-one help desk software
Although determining the best all-encompassing customer service software for each business is a bit tricky, the one you can rely on the most is LiveAgent help desk software. It not only offers a great amount of essential and advanced features, but it also has more than 150 integrations so you know that you can create a unified experience for your clients and boost customer retention.
The best help desk software with built-in ticketing, live chat, and call center
LiveAgent is a clear winner in this category. It offers a truly omnichannel experience with its built-in ticketing software, the fastest chat widget on the market, and an exceptional call center solution.
The best feature-rich help desk software
Different businesses have different requirements. However, LiveAgent online help desk software is the best based on both the quantity and quality of its features. It will help you boost agent productivity while keeping the customer at the center of your business operations.
The best value for the price help desk software
Again, LiveAgent shines here. With its free helpdesk option, it is truly accessible to everybody, no matter whether you operate a small startup or a multinational company. You can even scale up or down based on your needs so you can be sure that you’re always getting exactly what you need.
The highest-rated help desk software
LiveAgent consistently boasts high ratings on sites like Capterra, TrustRadius, and G2. The community enjoys its wide range of features and integrations at an affordable price.
The easiest help desk software to set up & use, and integrate
If you’re looking for help desk software that is easy to set up, LiveAgent is the option for you. You don’t need to worry about involving your IT department, nor do you need to know how to code. This help desk solution is easily accessible to everybody including those who don’t consider themselves particularly tech-savvy.
Provide excellent customer service.
Discover unparalleled customer support with LiveAgent's all-in-one software. Benefit from 24/7 service, a free trial without a credit card, and seamless integration across 130+ ticketing features. Enhance your business with fast setup, AI assistance, live chat, and more. Choose LiveAgent for exceptional service and satisfied customers.
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