The help desk software market is experiencing rapid growth as businesses of all sizes embrace new technologies to enhance customer satisfaction and streamline their operations. Businesses of all sizes, ranging from small startups to large corporations, can benefit from help desk software. It enables them to improve efficiency, enhance customer support processes, and ultimately boost customer satisfaction. In this comprehensive guide, we aim to assist you in selecting the most suitable help desk software for your enterprise by presenting a synopsis of the top products available on the market.
What Is Help Desk Software?
Help desk software is an indispensable tool that businesses employ to handle customer inquiries and support tickets efficiently. It assists companies in tracking customer issues, assigning tasks to team members, and ensuring prompt and competent responses to customer inquiries. This software typically encompasses features such as ticket management, knowledge base management, and reporting and analytics.
Top 10 Help Desk Software in 2023
Here are the best Help Desk Software in India:
1. Zoho Desk
Zoho Desk is our top pick for small businesses. It offers a feature-packed yet user-friendly experience, with no extra charges for essential features like a live chat or mobile app. Zoho Desk seamlessly integrates with other Zoho business apps, making it a convenient addition to your workflow if you are already using Zoho Projects or Zoho CRM.
- Rating: 5.0
- Pricing: Starting at $14/user/month (billed annually).
- Suitability: Small businesses
- Product Link: Click Here
Pros:
- Offers a free plan
- All plans include notification rules.
- Integration with Google Workspace included.
- Provides an API.
- Offers 24/5 support.
Cons:
- Live chat requires an Enterprise plan.
- Integration with Analytics, Zoho CRM, and BugTracker requires a paid plan.
2. Freshdesk
Freshdesk stands out as the best choice for businesses requiring various types of integrations, as it supports over a thousand marketplace apps with its paid plans. It offers a user-friendly interface and even provides a free plan with up to 10 agents for small businesses.
- Rating: 4.5
- Pricing: Starting at $15/user/month (billed annually).
- Suitability: Businesses in need of extensive integrations
- Product Link: Click Here
Pros:
- Custom SSL support.
- Includes automation features.
- Allows you to select your data center location.
Cons:
- A pro program or higher is needed for average handle time.
- Field service management is an additional cost.
3. Jira Service Management
Jira Service Management offers ESM tools across all of its plans, including templates for various service management categories. If you require a help desk solution that can also function as enterprise service management software, Jira is a solid choice.
- Rating: 4.3
- Pricing: Starting at $21/agent/month (billed annually).
- Suitability: Businesses in need of ESM (enterprise service management)
- Product Link: Click Here
Pros:
- A 7-day free trial is available.
- Free plan for up to three agents.
- Supports multiple languages.
- Offers unlimited customers.
Cons:
- Only community support is provided with the free plan.
- Higher costs for annual payments.
4. Zendesk for Service
Zendesk for Service provides advanced customer service capabilities from a single-seller workspace. With over 1,000 integrations available, it allows agents to be more efficient and offers a superior customer experience.
- Rating: 4.2
- Pricing: Starting at $19/agent/month (billed annually).
- Suitability: Businesses in need of advanced consumer service features and integrations
- Product Link: Click Here
Pros:
- Includes AI-automated answers.
- Over a thousand integrations.
- Offers APIs for custom integrations.
- Free for startups for the first 6 months.
Cons:
- No free plan is available.
5. Hiver
Hiver is designed specifically for Gmail users, making it effortless for teams to cooperate on customer service issues within the Gmail interface. It also allows tracking of tasks and internal emails, making it suitable for enterprises that want to consolidate all their email communications.
- Rating: 4.2
- Pricing: Starting at $15/user/month (billed annually).
- Suitability: Businesses looking for a Gmail-specific help desk solution.
- Product Link: Click Here
Pros:
- Made for use in Gmail.
- A 7-day free trial is available.
- Includes unlimited tags and shared inboxes.
- Offers 24/7 email and chat support.
Cons:
- Fewer integrations compared to competitors.
- Not as robust, considering its price.
6. Help Scout
Help Scout is designed for simplicity and ease of use. It is an excellent choice if you require a help desk solution that is quick to set up and does not demand extensive training. The business offers 24/6 support and a library of resources for assistance.
- Rating: 4.1
- Pricing: Starting at $20/user/month (billed annually).
- Suitability: Businesses looking for an easy-to-use help desk solution
- Product Link: Click Here
Pros:
- 30-day money-back guarantee.
- 15-day free trial available.
- Offers an API for customization.
- Special pricing for nonprofits and startups.
Cons:
- Fewer integrations compared to competitors.
- No free plan is available.
7. Freshservice
Freshservice excels as a help desk solution concentrated on incident management. It delivers all the necessary tools for swift incident resolution, including analysis, logging, and resolution. Additionally, it features SLA management, a self-service portal, and workflow automation.
- Rating: 4.0
- Pricing: Starting at $19/agent/month (billed annually).
- Suitability: Businesses focusing on incident management.
- Product Link: Click Here
Pros:
- 21-day free trial available.
- Add-ons include project management, SaaS management, and more.
- Allows temporary addition of extra agents with day passes.
- Discounts are available for nonprofits, large teams, and educational institutions.
Cons:
- No free plan is available.
8. Spiceworks Cloud Help Desk
Spiceworks Cloud Help Desk is an excellent choice if you want a help desk solution that is free. It offers essential features such as remote support sessions, ticket management, alerts, ticket rules, and more. It sets up quickly and does not impose ticket or admin limits.
- Rating: 4.0
- Pricing: Free
- Suitability: Businesses seeking a free help desk solution.
- Product Link: Click Here
Pros:
- Completely free
- Ticket collaboration features
- Quick and easy setup
- No ticket or admin limit
Cons:
- Lacks live chat support.
9. Front�
Front provides a ticket-free help desk solution with shared inboxes, enabling teams to work from the same queue. The front also integrates with software such as Nicereply and Salesforce. Built-in message assignments keep track of who is working on each task.
- Rating: 3.7
- Pricing: Starting at $19/user/month (minimum users apply).
- Suitability: Businesses need a help desk solution that is ticket-free.
- Product Link: Click Here
Pros:
- All plans include multi-channel messaging.
- Shared inbox eradicates the need for tickets.
- One-click meeting scheduling.
- Integrates with third-party tools.
Cons:
- No free plan is available.
10. HappyFox
HappyFox stands out with its multilingual agent portal, making it an ideal choice for businesses with a global team. It automatically translates messages into various languages, facilitating seamless communication. The platform also supports multi-language knowledge-based articles.
- Rating: 3.6
- Pricing: Starting at $26/agent/month (billed annually, minimum agents apply).
- Suitability: Businesses with an international team are in need of a multi-language help desk solution.
- Product Link: Click Here
Pros:
- Multi-language knowledge base articles.
- Automatically translates client messages.
- Offers plans for unlimited agents.
- Provides migration assistance.
Cons:
- Limited Tickets on unlimited plans.
- Each plan has a user minimum.
Selecting the right help desk software is a crucial decision for businesses seeking to enhance their customer support operations. Consider your specific needs, budget, and integration requirements when making your choice from the top 10 help desk software options mentioned above. Each of these solutions brings unique strengths to the table, catering to a wide range of business needs and preferences.
FAQs on Top Help Desk Software
Here are some commonly asked questions on the best Help Desk software:
Does my company need help desk software?
If you have more than one person working on customer support, then help desk software can be a valuable asset. It will help you keep track of customer inquiries and make it easier to assign and manage tasks.
What is the best help desk ticketing software?
Zoho Desk, Freshdesk, and Jira Service Management are our top three picks for the best help desk ticketing software. If you’re looking for extensive integrations, Freshdesk is an excellent choice. Jira Service Management is ideal for enterprise businesses, and Zoho Desk is an all-around great option for various businesses.
What’s the difference between CRM and help desk software?
CRM (Customer Relationship Management) software helps businesses manage and analyze their interactions with customers and prospects, while help desk software primarily focuses on managing and resolving customer support tickets and inquiries.
What actions can I automate with help desk software?
Help desk software can automate various actions, including ticket assignment, routing, and escalation. It can also send automated replies, reminders, and follow-up messages to customers.
What are the functions of help desk software?
The management of knowledge bases, live chat, tickets, and reporting are all common functions of help desk software. Additional functions offered by some packages include asset management and project management.
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