When it comes to providing the optimum customer experience, helpdesk software is a must. In fact, there are over 94,000 companies in the helpdesk software industry. With that kind of number, you can imagine that there are several options on the market to choose from.
In this article we’re going to cover the best helpdesk ticketing software available in 2024. While we won’t be going into detail about other kinds of customer support software in this article, like remote desktop access, for example, you can learn more about them in our other articles. So, let’s get into it.
What is helpdesk software?
To start, helpdesk software is a platform designed to manage and streamline customer support operations. It centralizes and organizes incoming customer inquiries, complaints and issues into a structured system.
While helpdesk software and service desk software may be similar, there are differences. For instance, service desk software is where employees go when they need something fixed. A helpdesk is for employees AND customers, and they are able to get answers about your company’s products and services such as IT outages.
4 different kinds of helpdesk software
When it comes to helpdesk software, there are 4 main types to choose from.
Cloud-based helpdesk software
The first type of helpdesk software we’re going to talk about is cloud-based. This type of helpdesk software gives agents the ability to track all customer contact across multiple channels.
Helpdesk software like this has become commonplace in a world embracing remote work, since no physical helpdesk is needed. Not only is it convenient, having information stored in one spot helps agents provide better customer support because they have context from all previous support interactions with that user.
With that being said, cloud-based helpdesk software is most suitable for companies that have remote employees, or are scaling quickly. It’s also great for smaller startups that have a tight budget since you won’t need to purchase any physical equipment.
On-prem helpdesk software
Next up is on-prem helpdesk software. This type of helpdesk software is installed and hosted locally within a company’s infrastructure on their own servers or data centers. That means it operates within their network instead of being cloud-based.
Typically, it’s managed, updated and maintained by the internal IT department, which offers more control and customizable options.
On-prem helpdesk software is most suitable for companies handling sensitive data that need high security and compliance regulations. For example, a doctor’s office may want to go with on-prem due to HIPAA compliance. It’s important to keep in mind that on-prem helpdesk software may require more extensive IT resources for maintenance and updates.
Open-source helpdesk software
Open-source helpdesk software is built with open-source code. This means that users can access, modify and distribute the source code freely. They are developed collaboratively by a community of contributors. You’ll also find forums where those using it exchange ideas and have discussions.
An open-source helpdesk gives organizations a lot of flexibility to modify a software to their specific needs. Smaller businesses can save on costs by avoiding licensing fees for proprietary software, but there can be a learning curve. You’ll need to have someone with the knowledge and technical experience on your team to maintain the open-source code.
Enterprise helpdesk software
Once a business reaches enterprise level, it may be time to upgrade to enterprise helpdesk software with more features. Enterprise helpdesk software is designed to be scalable with plenty of features that can meet the complex needs of a large organization.
This is because they are tailored to support the extensive requirements of enterprise-level service and support operations. As the name suggests, enterprise helpdesk software is best suitable for large enterprises, or companies planning to scale quickly.
Essential features of a helpdesk software
When it comes to features that helpdesk software can have, the options can get overwhelming. We’re going to take a look at some of the key essential features that a good helpdesk software should have.
- Ticketing system: The ticketing system centralizes items into tickets for efficient tracking, prioritization and resolution. That way, they can be assigned to the right agent and tickets can be tracked and organized for future reference.
- SLA management: Helpdesk software ensures that Service Level Agreements (SLAs) are set and met for timely responses and issue resolution.
- Multichannel support: Helpdesk software should be able to handle customer inquiries across multiple channels such as email, chat, social media and self-service portals for seamless interaction.
- Automation: Automation takes care of repetitive tasks such as ticket routing, responses and escalation to free up time for agents to better help customers and employees.
- Reporting and analytics: Tracking and analyzing key metrics such as ticket resolution times, customer satisfaction, agent performance and workload distribution.
- Integrations: Integration capabilities help streamline the workflow process. For example, the helpdesk software should have integrations such as CRM, ticket management, cobrowsing, and session replays to assist customers as efficiently as possible.
Benefits of a helpdesk software
Helpdesk software is not only beneficial to your customers, but also beneficial for your employees. Here are some of the top benefits of helpdesk software for your business.
- Efficient ticket management: The centralized ticketing systems organize and prioritize all incoming requests. This ensures that nothing gets lost or overlooked.
- Improved communication: Collaboration tools and shared knowledge bases make communicating within support teams much easier. This can also result in faster issue resolutions.
- Enhanced productivity: Helpdesk software allows for automation of tasks that frees up agents to focus on more complex issues.
- Better tracking and reporting: With all of the data stored in one helpdesk software, you’ll have better tracking and reporting. This information will give you valuable insights into support performance, allowing for continuous improvement and informed decision-making.
- Increased collaboration: Helpdesk software gives teams the ability to collaborate to resolve issues. Using integrations such as cobrowsing can also improve collaboration and get the customer or employee involved.
- Improved customer experience: Helpdesk software allows for quick response times and streamlined issue resolution across multiple channels. This is going to improve the overall customer experience and keep them coming back.
Best helpdesk software tools in 2024
So, now that we know why helpdesk software is important, let’s look at some of the best remote access software tools. What you choose is going to depend on the size of your business and specific needs.
Zendesk
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Zendesk is a leading customer support platform that is trusted by businesses all over the world. It’s known for having comprehensive features and a user-friendly interface.
Features
- Ticketing: Zendesk has a top tier centralized ticketing system that manages all customer inquiries as well as tracking the resolution time and status.
- Multi-channel support: Multi-channel support allows users to communicate on their preferred channel such as phone, email or chat. These options can improve the customer experience.
- Automation tools: Zendesk’s automation tools are comprehensive and can help you with everything from push notifications to ticket escalation.
- Extensive knowledge base: You can build, organize and maintain an extensive knowledge base on Zendesk.
- SLA management: You can set and track Service Level Agreements on Zendesk.
Pros
- User-friendly interface that facilitates easy adoption and training for teams
- Scalable solutions
- Extensive customization options for workflows and ticket management
- Integration capabilities with several third-party applications including Fullview for cobrowsing.
Cons
- Steep learning curve for more advanced features
- Zendesk can be costly for smaller businesses with a limited budget
- Limitations in certain functionalities for highly specialized requirements
Pricing
- Zendesk Basic Plan starts at $19/month per agent
- Zendesk Suite Plans start art $55/month per agent for 5 agents
- The most popular Zendesk plan is the Suite Professional which starts at $115/month per agent
Use cases
Zendesk can be best used by businesses across different industries such as SaaS, e-commerce, healthcare and finance. This is because it’s adaptable features suit various types of businesses. Zendesk is also cloud-based and can be used by businesses for the entire customer experience.
User reviews
Out of over 5,000 reviews, Zendesk has 4.3 out of 5 stars on G2. Users love how easy it is to use for agents as well as customers. They also like the scalability, so they won’t have to change products as they continue to grow.
Integrations
Zendesk integrates seamlessly with a wide array of applications which offers users more functionalities. For example, Zendesk has a Fullview integration so users can benefit from cobrowsing and replays to enhance the customer experience. With cobrowsing, agents can initiate a zero-download one-click screen control session to guide a user live in their product straight from a Zendesk ticket. They can also watch relevant session replays to understand exactly what a user did and experienced in their app for more context and easier troubleshooting. No screenshots or long-winded explanations needed.
Salesforce Service Cloud
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Salesforce Service Cloud stands as a pinnacle in customer service and support. The software offers a wide array of features to optimize customer interactions and support workflows.
Features
- Omni-channel support: Seamlessly manage your customer inquiries across multiple channels along with a self-service portal.
- Case management: Salesforce also offers comprehensive case management tools to organize, prioritize and resolve customer issues efficiently.
- AI: Leverage AI for case routing, chatbots and analytics for better customer service and to free up agents’ time.
- Workflow automations: Automate routine tasks for improved productivity.
Pros
- Powerful and customizable platform that adapts to diverse business needs
- Integrated with the Salesforce ecosystem for seamless data sharing
- Integrations with applications such as Fullview to offer features like cobrowsing
- Robust mobile capabilities for on-the-go support management
Cons
- Requires a lot of training due to implementation complexity and customization
- Salesforce has higher prices which can be hard for small businesses
- Steep learning curve for those who have never used Salesforce before
Pricing
- Salesforce small business plans start at $25/month per user
- Professional plans start at $80/month per user
- Each plan has a free trial period so you can see if it’s right for you
Use cases
Salesforce Service Cloud can be used by many businesses including retail, healthcare, finance and tech. The flexibility makes it suitable for both B2B and B2C support needs.
User reviews
Out of over 3,000 reviews, Salesforce has an 8.2 out of 10 rating. Users mention that it’s a good value for the price and they would buy it again. Reviews also mention that it lives up to their marketing and sales promises.
Integrations
Salesforce seamlessly integrates with several applications to enhance the customer experience. Along with hundreds of integrations, users have access to Fullview which gives them the ability to use co browsing and replays alongside Salesforce’s already large list of features. Users can also benefit from the console paired with Salesforce to easily diagnose and debug product issues.
Intercom
Intercom is a versatile customer support platform known for focusing on customer engagement and communication. It operates as a cloud-based platform to give users across the globe easy access to its features.
Features
- Real-time messaging: Enables businesses to engage with customers in real-time through chat making conversations more personal.
- Customer segmentation: Segments customers based on behavior, demographics or actions allowing for tailored targeting and messaging.
- Knowledge base: Intercom allows you to build and host a knowledge base that your customers can reference to solve issues independently. Intercom’s chatbot can also be programmed to recommend relevant articles in response to common inquires.
Pros
- User-friendly interface suitable for both technical and non-technical users
- Personalization options
- Seamless integration with other tools and platforms
- Integrations such as Fullview
Cons
- Complex pricing structure that could be expensive for small businesses and startups
- Advanced features may require technical expertise for optimum performance
- Customization options could be more extensive for highly specific needs
Pricing
Intercom offers various pricing tiers tailored to different business needs from startups to enterprises.
- The Essential Package starts at $39/month per agent
- The Advanced Package starts at $99/month per agent
- The Expert Package starts at $139/month per agent
- All plans offer a free trial, except expert where you can get a demo
Use cases
Intercom caters to businesses across industries, including SaaS companies, eCommerce, education and more. The versatility makes it suitable for various customer engagement needs.
User reviews
Out of 3,000 reviews, Intercom has a rating of 4.5 out of 5 stars. Users mention that Intercom has intuitive ticket management, and some of the best chat support on the market.
Integrations
Intercom has over 350 app integrations, including Fullview for co-browsing. This gives users the ability to use cobrowsing with customers as well as replays. They also have integrations with applications such as Salesforce and HubSpot.
Dixa
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Dixa is a customer service platform designed to provide seamless and personalized customer support experiences. There are several key aspects that make Dixa a notable solution for businesses.
Features
- Unified omnichannel support: Centralize all customer communication so you can reply in an instant – no matter what channel they reach out to you on.
- Intelligent routing: Prioritize the right customers and route them to the agent most qualified to help them.
- Real-time collaboration: Collaborate with colleagues and customers in real-time with live chat.
- Customer context and insights: Get comprehensive customer insights so you can make sure your KPIs are on target.
- Automation and AI: Use intelligent AI and automation so you don’t have to sweat the small stuff.
Pros
- User-friendly interface
- Scalable for various business sizes
- Robust reporting and analytics tools
- Emphasis on personalization
Cons
- Limited customization options in certain aspects of the platform
- Integration complexities with some third-party applications
- Pricing might be high for smaller businesses
Pricing
Each one of Dixa’s plans has a 7-seat agent minimum.
- The Essential Plan starts at $39/month per agent
- The Growth Plan starts at $89/month per agent
- The Ultimate Plan starts at $139/month per agent
- There are no free trials, but you can contact them about a custom plan
Use cases
Dixa serves a broad spectrum of industries, including e-commerce, telecommunications, travel, finance, providing adaptable solutions for diverse customer requirements.
User reviews
Out of 400 reviews, Dixa has a 4 out of 5 stars rating. Users like the efficiencies as well as the straightforward onboarding process.
Integrations
Dixa has many integrations to make your life easier, and they will be adding more — such as Fullview — soon. This integration will allow users to use cobrowsing and session replays to personalize and optimize support experiences.
Freshdesk
Freshdesk is a robust cloud-based helpdesk software designed to streamline customer support operations.
Features
- Ticketing system: Centralize all customer inquires so they can be tracked, organized and managed.
- Multi-channel support: Support customers efficiently no matter where they write to you. No more juggling siloed communication channels.
- Automation: Use AI and automation, like chatbots, to speed up level 0 and 1 resolutions so your agents can focus on level 2 and 3 support inquires.
- Reporting and analytics: Keep track of important CX KPIs and get actionable insights on what needs improvement.
Pros
- Intuitive and user-friendly interface for easy adoption
- Scalable solutions catering to the needs of businesses at various stages of growth
- Customization options for workflows and ticket management
- Strong multilingual support for global customer bases
Cons
- No Fullview integration might limit the comprehensive view of customer data. Plus, you won’t have access to cobrowsing or session replays.
- Advanced features may require additional training or expertise
- Restrictive pricing for smaller businesses
Pricing
- Freshdesk has a free plan for up to 10 agents with limited features
- The Growth Plan starts at $15/month per agent
- The Pro plan is $49/month billed annually, or $50/month billed same
Use cases
Freshdesk caters to businesses across industries, including e-commerce, IT services, education, and more, offering versatiles solutions for customer support needs.
User reviews
Out of 3,000 reviews FreshDesk has a 4.5 out of 5 star rating. Users like the way Freshdesk handles emails and customer support tickets.
Integrations
Freshdesk integrates with a range of third-party applications which enrich their functionalities and enable a smoother workflow. However, they don’t have integrations for cobrowsing, console logs or session replays.
Zoho Desk
Zoho Desk is another cloud-based helpdesk ticketing software that offers a centralized platform solution.
Features
- Ticketing system: Much like the other platforms on this list, Zoho Desk has a comprehensive and intuitive ticketing system.
- Multichannel support: All customer messages get pulled into one convenient interface where agents can respond.
- Automation: Set smart automations for SLAs, workflows and notifications.
Pros
- Easy to use interface
- Scalable
- Extensive customization for workflows
- Strong integration capabilities
Cons
- Does not integrate with Fullview
- Advance features may need additional training and cost
- Pricing is a bit restrictive
Pricing
- The Standard Plan starts at $14/month per user
- The Professional Plan starts at $23/month per user
- The Enterprise Plan starts at $40/month per user
Each plan has a free trial, and if users pay annually they can save up to 35%.
Use cases
Typically Zoho Desk is best suited for service-oriented businesses such as finance and travel. It’s also great for education with the multi-channel communication features.
User reviews
Out of 5,000 reviews, Zoho Desk has a 4.5 out of 5 star rating. Users like the customizable tickets and automation rules. They also like that it’s cost effective.
Integrations
According to their website, Zoho Desk has 250+ integrations, but there is no integration like Fullview that allows for session replays and console logs.
Conclusion
The bottom line is that there are several fantastic helpdesk ticketing softwares to choose from. It’s crucial to research your business needs to make sure you find the one that’s right for you.
Sources used:
- Zendesk Reviews
- Salesforce Reviews
- Intercom Reviews
- Dixa Reviews
- Freshdesk Reviews
- What is helpdesk software?
- Helpdesk Statistics 2023
- Zoho Desk Reviews
Sources last checked on: 09-Jan-2024
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