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SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today. Learn more about SysAid
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today." Learn more about SysAid

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient. Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere. Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets. By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient. Learn more about NinjaOne

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Real-time remote control of a customer's computer over the web for help desks, support software, IT organizations, and more. Learn more about Rescue
GoTo Rescue is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, flexible, and easy to use. Learn more about Rescue

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based IT support software for SMBs with in-house and remote teams. Learn more about GoTo Resolve
GoTo Resolve is IT support software built for SMBs. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster. It combines game-changing IT management and support software with conversational ticketing and a zero trust architecture into a single consolidated tool. It is simple, secure, flexible, and free to use. Looking for GoToAssist? GoTo Resolve includes the same remote support functionality and more. Learn more about GoTo Resolve

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Front is how companies scale customer support, combining the automation of ticketing software with the personal touch of email. Learn more about Front
Front's Helpdesk software was built with agent and customer experience in mind. Front unifies conversations from email, web, chat, SMS, social, and more to help resolve issues across all channels effortlessly. Front's no-code automation means that your teams can work smarter, not harder -- increasing productivity while decreasing operational costs. Discover why brands like Dropbox, Shopify, Airbnb, and over 8,000 others trust Front to power their operations. Learn more about Front

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot. Learn more about HubSpot Service Hub

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kaseya BMS is a next-gen Help Desk management solution, that lets you spend less time tracking tickets & more time making clients happy Learn more about Kaseya BMS
Everything you need to run your IT business - All At One Low Price. Kaseya BMS is the most functionally rich business management solution on the market today, built to support all your IT business back-end requirements: Service Desk, CRM, Finance, Project Management, Billing, Time & Expense Tracking, Inventory Management, and more. Start your free trial! Learn more about Kaseya BMS

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Speed up resolution times and automate workflows with scalable IT and HR help desk software.
Zendesk provides a modern HR and IT help desk experience that saves time through convenient automations and optimized workflows. Zendesk help desk ticketing software simplifies internal and external support, with 60% of customers seeing CSAT increase and 85% gaining better visibility after implementing Zendesk. Power up your support with software that alleviates common pain points by deflecting more tickets and speeding up resolution times. Choose the smart, scalable support solution. Learn more about Zendesk Suite

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences.
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency. Learn more about Remote Support

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune. Learn more about Zoho Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
LiveChat is a complete customer service platform that creates the ultimate customer-centric experience while boosting your sales.
LiveChat is an easy-to-use platform that enables businesses to provide seamless customer service while reducing response times and increasing customer satisfaction. By integrating with other services, such as CRM systems and payment gateways, and providing powerful analytics capabilities, LiveChat helps businesses deliver a great customer experience while boosting sales. Thanks to the full customization of its widget, with just a few clicks, LiveChat becomes an integral part of any brand. Learn more about LiveChat

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Start for Free with LiveAgent and build amazing customer relationships with the ultimate help desk tool for companies of all sizes.
LiveAgent is a fully-featured help desk software solution that helps you bring personalization to your customer support interactions. Streamline all communication channels and manage them from a single unified inbox. Enjoy social media integrations, live chat widgets, self-service portals, knowledge management, and more. LiveAgent delivers the best customer experience to 150M end-users worldwide. Start with a 14-Day Free trial, no credit card required. Learn more about LiveAgent

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Intercom is redefining how businesses support their customers using powerful messaging and automation.
Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams. Learn more about Intercom

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level. Learn more about Salesforce Service Cloud

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license. Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures. Learn more about ISL Light

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise.
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for teams up to 12 support agents. Learn more about Bitrix24

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI.
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today! Learn more about Spiceworks

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time. Learn more about NICE CXone

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too!
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs. Learn more about Freshservice

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless. Learn more about Agile CRM

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world. Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more. Supremo is customizable and UAC compatible. It can be used on an unlimited number of devices and requires no configuration or installation. Learn more about Supremo Remote Desktop

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads.
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform. Learn more about EngageBay

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tidio is a help desk platform that enables you to provide superb customer support and generate sales with live chat & chatbots.
Tidio is a powerful, all-in-one help desk platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Additionally, you can connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms. Learn more about Tidio

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now!
Atera’s all-in-one platform provides IT professionals with various integrated solutions that help them get access, visibility, and control over daily IT work. This includes Remote Monitoring & Management, Helpdesk, IT Automation, Ticketing, and Reporting – all under one roof. Our pay-per-tech model allows IT teams & MSPs to optimize and scale operations across unlimited devices, while reducing menial tasks so they can focus on the work that matters most. Learn more about Atera

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConnectWise PSA (formerly Manage): Powerful ticketing system with centralized communication & integrates with tools you currently use.
Streamline your client service processes with ConnectWise PSA's (formerly ConnectWise Manage) powerful help desk platform. ConnectWise PSA leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise PSA's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently. Learn more about ConnectWise PSA

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition. Learn more about Yonyx

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins. Learn more about Help Scout

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ServiceDesk Plus helps IT and other enterprise departments to build their own custom help desks with unique workflows and automations.
IT help desks can leverage ServiceDesk Plus to deliver better support experiences by converting every support email into a ticket and automating the ticket resolution process. Tickets can be categorized, prioritized, and routed to the right specialists and support groups with rule-based automations, visual workflows, and AI- and ML-based algorithms. End users can also report issues, request services, and browse knowledge articles from customized self-service portals. Learn more about ManageEngine ServiceDesk Plus

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features include: - Live Chat - Chatbot - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps Try HelpCrunch for free for 14 days. Learn more about HelpCrunch

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Everything your help desk needs to triage and resolve tickets quickly and easily. Backed by industry-leading, 24/7 technical support.
Is your IT help desk flooded with requests from every direction? Work smarter, work happier, and manage it all with automated help desk software designed to receive and triage tickets in one centralized location. With timeliness, transparency, and full issue oversight, you and your customers can stay on track anywhere, anytime. Learn more about Issuetrak

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. Learn more about Vivantio

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management. Learn more about ServiceNow

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly.
The Genesys Cloud CX platform is an all-in-one cloud help desk solution that helps you receive, process and respond to tickets seamlessly. Give your employees an intuitive interface that can handle any interaction, voice, chat, email, text message and more. Integrate seamlessly with CRM systems for powerful routing and automated logging. Weekly feature releases ensure you'll exceed customer support expectations today and tomorrow. Learn more about Genesys Cloud CX

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Reputation provides a 360-degree view of online reputation to effectively manage reviews, business listings, social, & customer surveys
Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow - including CX, Operations, and much more. We refer to this process as Reputation Experience Management, a category we created. Learn more about Reputation

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences. Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team. Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex. Learn more about Kayako

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more.
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences. Learn more about GreenRope

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Teamwork.com creates business management applications for teams & industries so you can be more efficient, organized & happy.
Teamwork Desk is a ticketing system designed to easily manage customer queries, saving you time and money. The help desk software helps your team efficiently manage your client requests in one central location - ensuring you deliver an exceptional customer experience. Drive revenue - Track, report, and bill client requests; save time by automating repetitive work, and manage all your client emails in one location. Learn more about Teamwork Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale. Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses. Learn more about Gist

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SMS texting and live chat for help centers has never been easier than with Avochato's solutions.
SMS texting and live chat has never been easier than with Avochato's solutions for help and contact centers, and teams. With no programming required, you can setup your Avochato phone number in minutes to text your customers, two-way. Segment, import, and broadcast to your customers to scale your teams communications. Avochato integrates with platforms such as Salesforce, Slack, MS Teams, and Zapier. Enable prospects to text you from a Google Ad with the AdWords API integration. Learn more about Avochato

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
TeamDynamix is a no-code ITSM solution that offers integrated Project Portfolio Management with enterprise integration and automation.
One no-code platform for IT Service Management (ITSM), Project Portfolio Management (PPM) with Enterprise Integration & Automation (iPaaS). TeamDynamix is easy to use, own, and operate - all configured from screens without any coding or scripting. The ITSM platform offers support for ITIL with an all-inclusive solution; incident/problem management, asset, change management, self-service portal, knowledge base, automation & workflow, and unlimited integrations. White glove implementation. Learn more about TeamDynamix

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Intuitive. Customizable. Powerful. Claritysoft CRM is designed to be easy to use without sacrificing power and functionality.
Claritysoft CRM's unique blend of simplicity, utility, and flexibility delivers powerful marketing automation, sales automation, customer service tools and much more in an intuitive, completely customizable interface. Claritysoft was designed with considerable focus on usability, and built to enhance the user experience and maximize user adoption. Claritysoft CRM gives you enterprise power and functionality at a fraction of the cost. Learn more about Claritysoft CRM

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
UJET is modern cloud contact center software company with leading innovation in customer support on the web, phone and mobile apps.
UJET is an enterprise-grade platform, ideal for companies with 50+ agents, that provides modern cloud contact center software with phone, chat and in-app support and leading innovation in smartphone technology for a superior customer and agent experience. The UJET platform delights end-users with anytime, anywhere access and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise-grade, SOC2 Type II and HIPAA compliant. Learn more about UJET

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong, customer conversation.
Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like Crate&Barrel, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage. Learn more about Gladly

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Web Help Desk is an on-premises ticketing and asset management solution that simplifies your IT help desk processes and reduces costs.
SolarWinds Web Help Desk is an on-premises IT help desk solution that streamlines your help desk operations with simple, affordable ticketing and asset management software. Benefit from automated ticketing management, change management, IT asset management, built-in knowledge base, SLA alerting, performance reporting, and more. Learn more about Web Help Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Deskero is a cloud-based software that offers simple yet effective tools to integrate requests coming from different channels.
Deskero is a solid helpdesk software, with features like multi-channel support, knowledge base, social network integration, Integrated live chat, canned answers and preferred client management. The software aims to integrate social engagement into customer care, with an innovative social monitor that allows companies to keep an eye on all the meaningful social conversations that might involve their brands. Learn more about Deskero

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing

Help Desk Software Buyers Guide

Introduction

Help desk software enables organizations to respond more efficiently to users. The central idea of a help desk is to provide end-users, including internal staff and external customers, with access to the support and information they need to make effective use of a business's products and services. Some of the core features found in help desk software include a ticketing system, a self-service portal, and a searchable knowledge base. Ultimately, this combination of features improves the flow of information within an organization.

Access to help desk software is beneficial to users because it allows businesses to track interactions with customers while allowing customers to communicate with customer service staff or find answers to their questions via the knowledge base. This can then improve overall customer satisfaction by ensuring end-users know how to use products and services, helping them to resolve any issues they encounter when using them. Additionally, help desk software can assist with internal communication, allowing customer service staff to assist other employees.

Help desk software is sometimes referred to as service desk software or as an IT ticketing system. It is closely related to other software categories, including call center software, live chat software and online CRM software. The knowledge base within the software can be continuously expanded, especially as new problems emerge and new solutions to those problems are found. Expanding the knowledge base in this way can make it significantly easier for customer service teams to troubleshoot future problems and find solutions swiftly.

When deciding on a help desk software solution, Canadian organizations will need to consider a range of factors, including the size of the business, the skills and qualifications of employees, whether remote access is needed, and the ways different solutions can combine with existing processes and software packages. Although help desk software packages can vary in terms of the precise features they offer, the vast majority of options in this area will include the following:

  • Track and manage interactions and the issue resolution process
  • Manage, search and add to a database of common issues and solutions
  • Allow customers to resolve their own issues through the knowledge base
  • Set up email or SMS alerts to draw attention to issues that require escalation

What is help desk software?

Help desk software, also known as service desk software, assists organizations in their efforts to provide swift, helpful responses to end-users, including customers and internal staff. In particular, the software can be integrated with customer service or customer support processes, allowing an organization's ticketing system to be more effectively managed. This, in turn, can then lead to efficient and reliable answers to technical questions.

Aside from helping businesses and other organizations to manage customer support tickets, the best support desk software will typically include a knowledge base, which serves as a database or repository, storing the most common queries, concerns, complaints or problems, along with their solutions. Using this knowledge base, it then becomes easier to track down solutions to similar problems and provide more informed answers to customer questions.

In many Canadian organizations, issues may need to be escalated or passed on to different departments. Help desk software can play a valuable role in making this system more efficient by improving the flow of information and allowing one employee to pick up where another left off. The ultimate aim of help desk software is to enhance the user experience by ensuring that end-users of all kinds are able to resolve problems quickly and make full use of products or services.

Businesses can make use of help desk software to manage their ticketing system and ensure employees are alerted to the issues that need to be escalated and resolved most quickly. At the same time, it can make it easier to live up to customer expectations, both in terms of the quality and overall speed of answers and eventual resolutions.

What are the benefits of help desk software?

The benefits of help desk software are primarily focused on the concept of centralizing important information that can assist with user support and answering common questions. Crucially, the various benefits linked to help desk software can lead to an enhanced reputation and superior overall business outcomes in the long run. Some of the main advantages that might be expected after adopting high-quality help desk software are outlined below:

  • Improve resolution times: when customers encounter issues with products or services, they expect help to be available and demand fast response times. Through effective use of help desk software, businesses can meet customer expectations by providing employees with a continuously expanding knowledge base. This can then be used to provide quality answers to questions and deliver swift resolution times.
  • Increase customer satisfaction: effective use of help desk software can help to make sure customers receive the level of support that results in true customer satisfaction. This can be achieved by providing dependable, tailored support when customers encounter issues with products or services and by avoiding situations where issues are left unresolved. Improving customer satisfaction levels is a major priority for most organizations because it can produce significant business benefits, with examples including improved reputation, lasting customer loyalty, repeat business from satisfied customers, and better overall financial results. One of the key considerations here is the fact that 62 per cent of people trust online reviews more than they trust expert or peer opinions.
  • Boost employee productivity: the knowledge base contained within high-quality help desk software can play a role in boosting productivity. It does this by providing employees with a reliable place to turn when they need answers to customer questions or when they need to find out how a particular problem can be resolved. This then results in the employee having more time to spend on their core work tasks. Additionally, the knowledge base can be used as an internal IT support tool, helping staff members to make more effective use of IT applications and systems.
  • Enhance staff knowledge: the continuous expansion of the knowledge base in a help desk software solution can also improve overall staff knowledge levels. Each time an issue is resolved, the solution can be documented, and employees can then learn from it. A key benefit associated with improved staff knowledge is resolving the most common problems and answering the most common questions more quickly. This can then boost first contact resolution rates.
  • Aid internal communication: good customer service and effective internal work solutions both rely heavily on the quality of communication within an organization. Help desk software can assist efforts to improve communication by allowing different departments to easily add information to the knowledge base and read the information that others have contributed. The advantages associated with this improved communication are especially apparent if an end-user encounters a problem that needs to be resolved by involving more than one department.
  • Prioritize the right issues: some issues raised by customers are going to be more urgent than others, and ticketing software can assist employees in creating an order of prioritization. Using the ticket management options, it becomes easier to identify the issues that need attention quickly. Combined with the alert and escalation features included in most software packages of this kind, it can draw attention to the most important issues or signal that they need to be escalated to a higher level of priority.

What are the features of help desk software?

Help desk software features will typically include some core features, which are present in almost all packages. It also has common and optional features, which can help buyers to choose between the different applications. The precise features that are most important to one business may not necessarily be as important to other businesses, but most companies—regardless of size and type—are able to utilize many of the core, common and optional features. Generally speaking, expect that a typical help desk software solution would include most of the following:

  • Ticket management: track interactions and automate key elements of the resolution process through built-in ticket management. When an end-user encounters a problem with a product or service and would like assistance from a customer service rep, the usual process involves them opening up a support ticket, which contains the interactions between the end-user and the support team. The ticket management elements included in the best software packages make it easy for interactions to be managed and for previous communication to be accessed.
  • Knowledge base management: search through, manage and add to a knowledge base, which covers the most common problems and their solutions, along with frequently asked questions and their answers. Making effective use of a knowledge base can help customer support teams to resolve issues more efficiently, often at the first point of contact. This then results in greater customer satisfaction. The knowledge base can also serve as a form of internal IT support, providing employees with a place to find answers to common problems.
  • Self-service portal: help end-users to find solutions to their own problems through a self-service portal. Provide access to the most critical information contained in the knowledge base and allow customers to track their own support tickets. While direct customer service is an important part of running a business, many customers do prefer self-service solutions when they are available. As an added bonus, any problems resolved without input from a customer service rep can help reduce the overall workload.
  • Alerts/escalation: automated alerts clearly express a sense of urgency, so problems are dealt with quickly. Meanwhile, escalation features within help desk software allow issues to be moved up to a higher level on the chain of command, such as in cases where involvement from a manager is needed. Alternatively, the issue can be escalated to a higher level of priority for the main customer support staff to deal with. Effective use of both alerts and escalation can ensure no issue is left unresolved for too long.
  • Macros/templated responses: answer the most common user questions and queries through the use of response templates or macros. Some questions have relatively simple answers, which do not necessarily require a carefully tailored answer from a customer service rep. With the use of macros or templated responses, these questions can be identified and answered much more quickly, resulting in faster resolution times.
  • Reporting/analytics: access reports and important analytics information to continuously monitor the help desk's performance. The best help desk software will help track key performance indicators, such as average response times, average resolution times, first contact resolution rates, and overall resolution rates. From there, it is possible to identify the areas of strength and weakness, making any necessary strategic adjustments.
  • Real-time chat: communicate in real-time, using built-in chat functionality. The inclusion of chat features within help desk software can assist with improving internal communication as well as making customer support more efficient. Some help desk software will also keep a chat log, allowing easy future reference to conversations that have taken place through the chat feature if it becomes necessary or beneficial to do so.
  • Automated routing: improve efficiency through automated ticket routing. There are few things that frustrate customers quite so much as having to repeatedly explain their issue, all while being passed around from one customer service rep to the next. With automated routing, issues can be automatically assigned to the right department and the most appropriate reps. As a result, solutions can be found, and customer support tickets close much faster, all while frustration levels are kept to an absolute minimum for all parties.

Using Capterra's help desk software directory, it easily filters the available software packages by the features they contain, ensuring only the solutions that meet specific requirements are seen. This will then allow a narrowing down in a help desk software search when looking for an ideal option for an organization.

What should be considered when purchasing help desk software?

When purchasing help desk software, buyers need to ask themselves a number of key questions in order to find the best option for their organization. Help desk software applications can differ significantly, and the best solution for one business may not necessarily be the best solution for another. In particular, the following questions can help to narrow down the available options to those that are most suitable:

  • What are the main features of the help desk software? First, it is important to carefully consider the features that are available in the different options. While there are core features, such as ticket management and a knowledge base—which are generally available in the majority of applications of this type—one of the best ways to narrow down the options is to look at the available supplementary features. Does the software include a live chat feature, and are there options for workflow configuration? Is it a closed source or open-source ticketing system? Ultimately, the focus should be on finding the right solution. The software with the widest range of features may not necessarily be the best fit because some of the supplementary features may not be relevant to employees, or the kind of help desk they are trying to run.
  • What makes a successful service desk? Businesses also need to give thought to what makes a successful service desk, especially within their particular industry. This means thinking about things from the perspective of end-users who may need to rely on the help desk to solve problems. Some typical answers might include efficiency, easy-to-navigate self-service solutions and the ability to resolve as many problems as possible at the first point of contact. Look for the solution that will help to meet the needs of the customers.
  • What are the costs associated with the software? Financial considerations are always going to be an important factor in deciding which software to use, but the issue of cost can be more complicated than simply looking at the upfront cost of purchasing the software. For example, if it is a web-based help desk system intended to be accessible from remote locations, there may be a subscription fee associated with it instead of a one-off purchase. Beyond this, factor in a need to provide employees with the right level of training.
  • Does the business need mobile and remote access? Employees may need access to the help desk when they are working from home or attending a different location. According to Gartner research, it is estimated that remote workers will account for 32 per cent of the global workforce by the end of 2021. On top of that, even among those who are attending physical workplaces, there may also be demand for flexibility and mobile access to key software packages, including the help desk software.
  • Is the help desk software compatible with other applications? Compatibility is a major consideration when investing in new software, and this is especially true if an organization already has customer relationship management (CRM) software. If the tools are not compatible, so the data from each cannot be easily integrated, there is a risk of problems. These might include reduced efficiency, unnecessary friction, additional barriers to effective communication, and the possibility of data loss. By contrast, the entire customer support process becomes smoother and much more efficient when integration is possible.
  • Can you try the help desk software before you buy it? Businesses require certainty that they are investing in the right product, and the ability to try a software package before making a financial commitment can be invaluable. Some help desk software is available with a free trial, and a cloud-based helpdesk system could even be trialed without having to install the software on computers first. It is also worth looking into whether free training options may be available, as this can also substantially reduce the total cost of ownership and allow a better sense of whether or not a particular package is right.

Current help desk software trends will need to be factored into any purchasing decision, and these need to be understood and considered within the context of wider industry trends. It is important to note that the most important trends when selecting help desk software are continually shifting. Keep up with the latest developments, as they could inform future upgrade decisions. At the present time, some of the most important help desk software tends that organizations need to be aware of before making a purchase are as follows:

  • Increased use of automated processes: A large number of businesses are aiming to automate as much of the customer support process as they can to save employees time and provide customers with faster responses. Automated routing, the use of macros or templated responses, and an easily searchable knowledge base can all assist in creating a more anticipatory form of customer service, rather than having to deal with each and every problem as they arise. As artificial intelligence and machine learning continue to improve, customers will become more familiar with automation and appreciate its efficiency. However, it is critical that automation does not come at the expense of genuinely useful solutions to problems.
  • The popularity of social media: The enduring popularity of social media platforms, including Facebook, Twitter and Instagram, presents a potential challenge to businesses for a number of reasons. Many social media interactions are publicly viewable, so solutions need to be swift and satisfactory. It may also be necessary to convince social media users to take discussions forward away from their chosen platform. Help desk software can play a role in this, but not all software packages include social media integration. Where such options are lacking, there is a need to create a reliable internal process for tracking communication across multiple channels.
  • The rise of AI chatbots: Some help desk software includes live chat options, and one of the most relevant trends in this area has been the recent rise of AI chatbots. Millennials, in particular, are keen on this technology, with research showing that 65 percent of US-based Millennials welcome interactions with chatbots for customer service purposes. Using chatbots offers several benefits, including rapid response times and speedy resolution of easy-to-solve problems. However, in more complex situations, where human intervention is needed, some customers may be reluctant to deal with an AI chatbot for too long. This means chatbots may also need to be configured to collect the most important information from customers and then pass it on to a human agent as soon as possible.
  • Expectations for 24/7 customer support: Many modern businesses cater to a global customer base, which means those customers may be using products and services at any time of the day. Therefore, there is an expectation among many that support will be available whenever it is needed. Of course, it is not always possible for businesses to have customer service agents on hand, which is why automation is so important. If customers fit into this category—that of expecting support at all times of the day—prioritize finding a software package that is capable of assisting in meeting those expectations.
  • Conversational user interfaces: Finally, the growing adoption of smart speakers and the increased usage of voice search functionality are important trends to consider because they help to demonstrate customers' interest in conversational user interfaces. This is worth keeping in mind when selecting help desk software because voice search and voice control technology can work especially well with self-service options, and some users may find this preferable to attempting to communicate with a chatbot using text-based inputs.

Sources:

The features highlighted were identified based on their relevance and the percentage of products in Capterra's directory that offer them. The following sources were used to create this document:

  1. User Study: Online reviews trusted more than peer opinions in the UK - Capterra UK 2021 (Date accessed: Wednesday, August 25, 2021)

  2. Gartner Forecasts 51% of Global Knowledge Workers Will Be Remote by the End of 2021 - Gartner.com (Date accessed: Thursday, August 26, 2021)

  3. Should Small Businesses Actually Use Chatbots for Customer Service? - Capterra UK 2021 (Date accessed: Thursday, August 26, 2021)