20 Best Help Desk Software Solutions of 2024

The COVID-19 pandemic has affected practically every business area there is, and help desk operations are no exception. With many people forced to stay at home owing to government-imposed quarantines and lockdowns, the demand for customer service has ballooned. This has resulted in mounting service tickets and the need for more help desk agents. To solve these problems, many companies now use help desk software.

In this time of crisis, whether you are looking for a customer service help desk, IT support help desk, or a business help desk, fret not. In this article, we’ll discuss the best help desk software solutions for 2021. We’ll dissect each product to reveal its merits, as well as the factors that make it unique, to help you decide whether or not it’s suitable for your business.

So why do you need help desk software?

The benefits of help desk solutions are worth the investment as evidenced by their widespread adoption. Despite the help desk problems that came with COVID-19, companies have been finding ways to meet the increased burden on their help desks. They have been turning to more powerful help desk software. Many help desk platforms are now equipped with artificial intelligence that helps boost the capabilities of such solutions.

And to handle the deluge of tickets that help desks are currently experiencing, many industries have resorted to help centers, which proved to be successful. Help centers provide customers with quick answers to their queries, greatly reducing would-be tickets in some cases. What’s even better is that help center use has increased by 200% since February 2020, vastly outpacing the increase in tickets as can be seen in the graph below.

Customers are not only after the lowest price, but they are also after exceptional customer service. Ace Hardware proves this fact, allowing its much smaller stores to compete with retail giants Home Depot and Lowe’s by leveraging quality customer service, as this Forbes article pointed out. Help desk solutions can give you the same leverage. With ticketing automation, an intuitive knowledge base, and smart alerts, your support team is always on top of incidents.

Likewise, when faced with tons of repetitive questions, it pays to have a robust knowledge base that a help desk app can deliver, especially in light of a Dimension Data survey findings as reported by Forrester: “Customers of all ages are moving away from using the phone to using self-service.”

Not only that, help desk apps almost always feature analytics that can run the numbers on your overall customer service rating. It’s easy to keep a tab of your KPIs such as resolution time, response time, underperforming agents, ticket volume, and recurring issues.

Read through our 20 best help desk software solutions guide minding the nuances because, yes, except for our top five apps, which lend to themselves obvious advantages, the rest in the list share the usual feature set and it takes an eagle’s eye to spot each one’s unique attribute.

Best Help Desk Software Solutions

1. Freshdesk

Freshdesk is a help desk platform that is as comprehensive as it is simple to use. It is built on an intuitive and scalable architecture, which makes it suitable for myriad business sizes and types. There’s a fitting plan for freelancers, small businesses, and enterprises. The vendor also offers a great free trial plan that lets you try out all the key features of the software first.

What’s more, its mobile apps for Android and iOS are one of the most robust we’ve seen not just in the help desk space, but in the entire SaaS industry. Many mobile apps are pared-down iterations of the desktop version, but not Freshdesk’s. It lets you take the system and your data with you, wherever. If you want to get a taste of what the product can offer, be sure to try the Freshdesk free trial.

Freshdesk

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The UI is neat and navigation is smooth, which may deceive you to think it’s a simple app. Look closely and you’ll realize it’s an end-to-end help desk, replete with standard features plus more. From ticket management automation to social media integration and self-service, the app covers the basics; it also features added useful tools, such as time-tracking to help you gauge agent performance; a unified email that declutters your email messages with smart sorting and automated routing; and powerful analytics to help you benchmark agent performance and other KPIs such as ticket volume, resolution time and recurring customer complaints. If you want to push the quality of your customer service, you need an efficient, powerful app like Freshdesk.

What is unique about Freshdesk?

1. Mobile apps. Freshdesk is among the few SaaS with robust mobile apps that let you take the system and your data wherever you’re internet-connected.
2. Unified email. The 2-way sync means you can send and receive emails right inside Freshdesk; no more shuffling between apps.
3. Self-service. A standard feature in many help desk, but Freshdesk’s version is neat and makes it quick to build your knowledge base with drag-and-drop ease.
4. Time tracking. It allows you to keep a close tab on agent performance including their resolution time, success rate and other KPIs for performance evaluation and, overall, to benchmark the quality of your customer service.
5. Configurable ticketing automation. Tickets are automatically sorted, labeled and routed to the right agent based on your rules and workflows.

2. Salesforce Service Cloud

Salesforce Service Cloud is a complete solution designed for businesses of all sizes. Service Cloud helps you provide world-class customer support to build customer loyalty. It unifies client data across various departments and integrated systems to give you a 360-degree view of the customer. By having this data accessible from one platform, you can quickly respond to customers in the right context and with the right information. The software also offers a branded self-service support site to empower your customers to look for answers on their own.

Agents can handle cases more efficiently through an intuitive console that puts important information front and center. Thus, they don’t have to spend a lot of time clicking, scrolling, or switching between different tools to get the information they need. Easy data retrieval also eliminates customer frustration as they don’t have to repeat information to agents.

Salesforce Service Cloud

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Process automation tools allow you to get rid of repetitive tasks, so agents can focus on providing outstanding customer support. Intelligent routing ensures that interactions are handled by an agent with the right expertise. Salesforce Service Cloud goes beyond helping you provide high-quality service to your customers. It provides you with artificial intelligence tools like chatbots and automatic triaging so agents can reduce handle times. Priced both for small teams and enterprises, it also offers a free trial for you to explore its robust features.

What is unique about Salesforce Service Cloud?

1. Complete customer service solution. It supports case management, knowledge base authoring, telephony integration, omnichannel routing, and real-time business insights, among others. Additionally, it can be used to support field service teams.
2. Pre-built business apps. Extending the software’s functionality can be done with ease by accessing business apps and tools, like customer surveys and e-signatures, in the AppExchange marketplace.
3. Industry-best knowledge management solution. The Service Cloud Knowledge Base solution boasts of a KCSv5 certification from the Knowledge-Centered Service (KCS) Academy. This certification rewards organizations that create and share knowledge in a way that contributes to problem-solving.

3. SysAid

SysAid is a reliable solution designed to help IT businesses manage and resolve technology-related issues. The platform provides a swath of robust features including IT asset management, ticket management, a self-service portal, remote control, knowledge base, and reporting tools. SysAid streamlines the operations of ITSM teams with automation and intelligent service orchestration. This way, it lightens the load for IT service agents, allowing them to manage problems and incidents with unprecedented ease. 

Most importantly, users can choose to deploy the software in the cloud or on-premise. Regardless of how SysAid is deployed, it provides a centralized point of entry for all IT support tickets. In doing so, it allows managers to assign tickets to the available IT technician or adjust the priority to expedite resolution. The vendor has an appealing free trial where you can tinker with the features at no cost. 

SysAid

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Furthermore, the software provides effective tracking and notification features. As a result, you can track each ticket and ensure that it’s responded to promptly. This way, regardless of the number of problem tickets that are streaming in, nothing gets missed. Even better, with the knowledge base, you centralize and avail relevant information to your technicians and end-users. In doing so, you empower technicians to handle technological issues more professionally, while giving customers a taste of exceptional self-service. 

What is unique about SysAid?

1. Easy to install. SysAid is easy to install and tailor to your needs and operational workflow. For example, it’s easy and fast to create a new category, add IT technicians, and define unique routing rules. 
2. Reliable ticket management. Additionally, the platform automates the entire ticketing management cycle. Most importantly, it simplifies ticket entering, allowing end-users to report their problems to the IT department with ease.
3. Remote control. Even better, SysAid offers built-in remote control capabilities. With the remote control, your IT support staff can connect to customer active sessions to provide remote assistance. 

4. Freshservice

Freshservice is a powerful solution designed by Freshworks. It’s ITIL-ready and suits both the needs of small businesses and enterprises. It features standard modules for ticket management, CMDB and knowledge base, and advanced modules for change, incident and problem management. It likewise provides businesses of any type and across industries a scalable, robust way to manage IT service requests and assets. A free trial for the software is also provided by the vendor. 

The main advantage of this software is its native integration with Freshdesk. Beyond that, the solution still impresses. Its risk detection algorithm uses historical and current incidents to assess potential technical problems in the future, greatly aiding you in planning and forecasting. If you want to investigate the features closely you can easily do so at no cost thanks to Freshservice free trial.

Freshservice

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Unsurprisingly, we find its Android and iOS apps robust, too, like with its sister Freshdesk, allowing you to stay in touch with tech support and technical incidents that may require your decision or urgent attention. Likewise, we find the self-service portal appealing for its ecommerce-like interface. Users will find the UI easy to navigate for answers, much like shopping for items on an online shop.

What is unique about Freshservice?

1. Risk detection. It anticipates technical problems based on past and present incidents. Repetitive issues are factored in and mashed with other insights to forecast potential issues. The system generates recommended actions.
2. Scalable advanced modules. Freshservice features change management, vendor management, problem management, and incident management, which can be added to the basic plan, where necessary.
3. Service catalog. It’s a self-service portal with eCommerce familiarity, helping users to quickly find the answers or grasp the standard procedures to submit a ticket.
4. Mobile apps. Its Android and iOS apps are robust, allowing users to raise tickets, monitor them, or resolve issues on the go.
5. ITIL-compliant. Freshservice follows ITIL standards, meaning, tickets are defined, processes are routine and automated in certain areas, and, overall, your service desk operation runs smoothly.

5. Zoho Desk

Zoho Desk is a powerful support desk platform that has all the needed tools to boost any company’s customer support processes while improving reporting and agent productivity. The reports the system generates are very useful in monitoring agent performance, along with making data-driven decisions. It also delivers automation capabilities and multi-channel support, allowing users to deliver timely and accurate support to customers. Such capabilities can lead to better customer relationships and ultimately, increased earnings.

Customers also get to benefit from using Zoho Desk as it enables them to request support and post queries via social media. Responses to such can be made directly from the platform so that agents need not leave the system. You can also choose what system to use in addressing issues, be it through ticketing or live support. Among all Zoho Desk features, perhaps the most notable is its ability to allow you to create knowledge bases that customers can use to find solutions to their concerns on their own. If you want to explore the features that the tool has to offer, you can easily utilize the free Zoho Desk trial here.

Zoho Desk

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What is unique about Zoho Desk?

1. Context-aware AI. Zoho Desk features Zia, an AI assistant that provides customers and agents with human-level responses in real-time. It assists customers in locating the right knowledge base answers or getting accurate replies to basic queries. It also helps agents in contextualizing customer queries.
2. Powerful reporting. The solution generates reports that can be used in gauging agent performance and in making sound business decisions. Users can likewise address such queries from within the system.
3. Social media channel support. Customers can report issues and concerns directly through social media.
4. Knowledge base creation. Users can make their very own knowledge bases that their clients may utilize to resolve problems and issues on their own.

6. Wix Answers

Wix Answers is a free, cloud-based help desk software designed for use by businesses of any type and size. Fundamentally, the solution allows businesses to deliver great customer service and foster longer-lasting relationships with their customers. The platform empowers businesses with powerful service tools which include a multi-channel ticketing system, knowledge base, built-in call center, and live chat tools. Ranked as a scalable solution, Wix Answers permits you to cherry-pick several tools depending on your unique customer service needs.

The beauty of it all is that Wix Answers is fully customizable. As such, the software can be designed to deliver the exceptional customer experience your customers crave. Better still, the solution streamlines all customer conversations into a single, easy-to-manage thread. Whether the queries are streaming in from social media, email, phone, or online chat, you can view and reply to them all on one console. What’s more, if you intend to serve an international customer base, Wix Answers can help you deliver support in multiple languages. If you want to check its comprehensive feature set, be sure to utilize the Wix Answers free trial.

What is unique about Wix Answers?

1. Easy to use. Wix Answers is easy to use for both the service agent and the customers. The solution allows users to create saved replies and articles. The service agents can access articles directly from the saved list or knowledge base and send them to customers to address their concerns. On the other hand, Wix Answers helps customers solve problems on their own with step-by-step guides, FAQs, and knowledgebase articles. 
2. Actionable analytics. Moreover, Wix Answers has a powerful analytics and reporting module. The module delivers actionable insights that enable managers to monitor agents’ activity and tweak workflows to improve service and grow business.
3. Fully customizable. Most importantly, Wix Answers is fully customizable. The platform offers a couple of customizable templates that can be configured to match your company branding.

7. HubSpot Service Hub

HubSpot Service Hub is a free live chat software for small and medium-sized businesses. The platform enables businesses to build self-service solutions to deliver exceptional experiences that delight customers and help grow businesses.

Following the latest technological CRM trends, HubSpot Service Hub empowers users to respond to questions from customers and prospects in real-time, thus promoting instantaneous communication. Some of its salient features include ticketing, live chat, shared inbox, conversational bots, meeting scheduling, NPS survey, and HubSpot CRM tools. 

Besides, managing contacts, deals, requests, and scheduling appointments is a piece of cake with HubSpot Service Hub. By centralizing customer interactions and details, HubSpot Service Hub makes it easy to monitor sales pipeline activities and the progress of each interaction. This way, agents can convert leads with ease, close more deals, and deliver personalized responses to all customer queries. The vendor offers a comprehensive free trial to get you up to speed with the features. 

HubSpot Service Hub

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What is unique about HubSpot Service Hub?

1. Deliver real-time personalized responses. Today’s customers crave immediacy and are delighted by personalized support services. HubSpot Service Hub provides all the tools you need to deliver an exceptional customer experience and surround your business with a base of happy customers. 
2. Powerful feedback and advocacy tools. Better still, the platform provides tools to help you gather and analyze customer feedback. The features empower you to improve customer experience and pinpoint happy customers that can help spread the word about your business.
3. Self-service solutions. It’s a fact, today’s customers love helping themselves. HubSpot Service Hub provides a reliable knowledge base tool that centralizes articles with the information customers need to solve recurring problems on their own.

8. Atera

Atera is a robust yet intuitive solution designed primarily for MSPs and IT service providers. Atera empowers service providers to communicate with their clients and manage and solve the toughest IT problems from a centralized location. The solution offers a help desk and ticketing system, knowledge base, customer portal, and a set of robust Remote Monitoring Management (RMM) tools in a powerful, all-in-one platform. 

Most importantly, the software is designed to be easy to use. It supports rapid onboarding with a flat learning curve that enables support agents to get started with the software with minimal fuss. Also, thanks to Atera’s versatility, there are multiple ways of creating support tickets, not only on the customer’s side but also on the technician side. The best part is that tickets are automatically synced between the user-interface and the customer portal. You can leverage the Atera free trial and get to know the features firsthand at no cost and without commitment.

Moreover, with the solution, you can create an internal knowledge base to help technicians access relevant information. In doing so, you keep all technicians in the loop and gives them the incentive they need to achieve the team’s goal. On the other hand, it allows you to create a customer-facing knowledge base that is accessible via the customer portal. 

What is unique about Atera?

1. Instant communication. The Atera help desk and ticketing system are designed to foster instant communication. The platform automatically syncs customers’ tickets between the Agen’s’ dashboard and the customer portal. This way, IT specialists can respond to customer problems and fix them before they escalate.
2. Promotes self-service. Additionally, Atera enables IT businesses to create an internal or/and customer-facing knowledge base. This way, it helps in keeping all IT specialists up to date, plus it provides a source of quick reference for clients who crave self-service.
3. Reasonable pricing. Moreover, the platform is available on a simple technician-based pricing. This makes it ideally suitable for IT businesses, big and small, that want to use unlimited devices.

9. Zendesk

Zendesk has all the elements of an efficient help desk app, including flexible ticketing management, multichannel support, and advanced reporting and analytics. It also features a knowledge base and allows you to build communities. The app fits the needs of a small business but can scale to standard enterprise requirements.

A standout feature is the ability to host communities which enhances the self-service portal. Customers can share and exchange answers in a structured forum, easing the burden off your agents’ shoulders. The self-service module also features a smart search tool and 24/7 access to guidelines and FAQs. You can use it for internal and external users. Other key features include mobile support, off-the-shelf integrations, group rules, macros, and automated processes. Should you like to learn more about this platform, you can try it out at no cost thanks to the Zendesk free trial.

Zendesk

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What is unique about Zendesk?

1. Communities. How do you like customers helping each other to resolve an issue? Zendesk makes this possible by allowing you to host communities (forum). The communities are categorized by topic, theme or any other logical way you think makes it easy for customers to join the right thread.
2. Out-of-the-box integration. Zendesk offers 100 ready integrations that connect the app to other key business solutions like CRM, sales force automation, productivity apps, and cloud storage.
3. Multi-channel support. You can consolidate your chat, email, phone, and social media messages in one platform allowing you to never miss a ticket.

10. NICE inContact CXone

NICE inContact CXone is a contact center platform equipped with automation tools, omnichannel routing, and analytics workforce optimization built primarily for sales and customer service teams. It aggregates requests and queries from voice, chat, email, and messaging apps into a central dashboard to streamline your customer support services. The software is also useful in providing intelligent and accurate workforce staffing and coaching.

With its expansive set of customer support features, NICE inContact CXone helps your business achieve growth, enhance performance, and drive down business costs. It has plenty of omnichannel customer management features that let you provide support to your clients wherever they are on the customer journey. The platform’s skills-based routing feature also ensures that each of your customers reaches the right agent, which thus improves your first-call resolution rates.

Powered by AI, NICE inContact CXone contributes to the improvement of your day-to-day workflow, enabling you to proactively uncover customer issues and detect any non-compliant behavior within your company. The software’s AI-driven interaction analytics also lets you identify behaviors that boost customer experiences. This gives you a complete, objective, and smart analysis of every customer interaction, allowing you to improve your customer support services.

NICE inContact CXone

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What is unique about NICE inContact CXone?

1. Central dashboard. NICE inContact CXone offers a centralized dashboard for all queries, issues, and requests from multiple digital channels. Viewing all interactions from one place speeds up chat experience, improves workflow, and allows you to respond to customer issues more effectively.
2. Powerful integrations. Even more, NICE inContact CXone integrates seamlessly with all the tools that make your business run smoothly and grow faster. Some of the notable integrations include Salesforce, Microsoft Dynamics, NetSuite, and Zendesk.
3. Drives productivity. The platform drives productivity with its AI-powered tools, which add virtual manpower through bots and virtual agents. Matching customers to the right agents for their queries can also result to a productive workforce and improved call quality.

11. InvGate Service Desk

One of the leading help-desk service apps in the market, InvGate Service Desk is know for its powerful capabilities to manage, analyze, and automate IT service support processes. The platform offers a range of robust and top-quality features, from incident, problem, and change management functions to business insights and analytics. InvGate Service Desk also serves as an asset and software management that lets you manage your IT assets in one platform.

Moreover, the software provides a ticket management platform that lets you log, manage, and report all the IT issues affecting your day-to-day workflow. By categorizing tickets in order of priority, you can provide your team and your clients with a better user experience for your website. InvGate Service Desk also lets you create a self-service portal that your staff and customers can access on your own to resolve issues on their own.

To help you manage workflows and reduce manual processes, the platform lets you create a visual workflow that clearly maps your target process. This includes plotting tasks, decision points, loops, and inputs and outputs. Additionally, you can use this feature to automatically trigger a certain workflow and automate tasks, such as installing a new software, purchase of ne equipment, or any other repetitive processes within your organization.

InvGate Service Desk

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What is unique with InvGate Service Desk?

1. Easily navigable knowledge base. InvGate Service Desk lets you come up with your own knowledge base, allowing you to provide your team with a single source of truth.
2. Gamification. With the software’s gamification features, you can easily come up with a reward system for your best employees.
3. Manage remote assets. Regardless of your physical location, you can manage your IT assets from a single, unified platform.

12. Vivantio

Vivantio is another help desk platform that empowers businesses throughout their customer support processes. With its simple and intuitive set of features, the platform lets you deliver stellar services to your customers. You can use Vivantio’s case and contract management tools, customer configuration, and self-service portals to efficiently handle incidents and requests from your clients.

Like most contract management functions, the software also gives you a 360-degree view of your customer’s contracts, as well as their tickets, surveys, and other configuration information. This makes it possible for you to add context to customer interactions for an improved quality of customer support. In addition, Vivantio allows you to prioritize tickets and categorize them accordingly, enabling you to effectively oversee external and internal customer requests.

For added convenience and increased productivity, you can utilize the platform’s automation capabilities in streamlining your workflows. SLA-driven escalations and intelligent routing enables you to ensure that your workflows can run as smoothly as possible.

Vivantio

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What is unique with Vivantio?

1. Improves customer relationships. With its CRM functionalities, Vivantio helps you deliver a better customer service and improve your relationship with them.
2. KPI measurement. The software also provides valuable metrics that provide valuable insights into your service environment performance.
3. Secure system. Vivantio uses strong and secure authentication methods to ensure the safety of your system.

13. Service Creatio

Service Creatio is a top-notch service automation solution built to handle omnichannel support. It pulls together live chat, email, social media, and phone call interactions in one communication panel to ensure no customer request is overlooked. It also comes with a unified case management system so all customer information and interaction notes are collated and organized in a single system. This way, an agent can pick up where another agent left off and customers need not repeat themselves when they contact you again. 

Small teams can handle volumes of tickets daily with ease by leveraging the unified inbox and smart automation. All tickets are consolidated in one location, preventing missed tickets and allowing for quick spotting of overdue tickets.

The app also integrates seamlessly with a slew of third-party applications. Be it MS Office or Google Suite, this platform can connect with tools you may already be using for your omnichannel service operations. It can also be integrated with your PBX and cloud telephony services to further unify your communications.  

What is unique about Service Creatio?

1. Omnichannel support. Customers can contact you via live chat, email, phone, and social media channels. The platform offers a special communication panel which enables you to see all of these interactions at a glance and ensure that you are able to promptly respond to each and every one of them. 
2. Unified inbox. All customer interactions are collated inside the app, allowing agents to easily scan new, urgent and aging tickets. Likewise, the single-interface setup lets multiple agents collaborate on a difficult ticket.
3. Automated business processes. One of the unique functions of Service Creatio is that it can automate internal processes. It can help you model workflows, monitor performance, as well as analyze day-to-day operations.
4. Built-in Service Catalog. Service Creatio can help you organize your service types in different catalogs. This way, customers can subscribe to a particular service and simply assign the service requests to an agent based on their skills and technical specifications. 

14. VCC Live

VCC Live is a cloud-based contact center software that allows you to offer prompt support to you customers by phone. Used primarily by market research firms, financial institutions, and telemarketing agencies, the solution provides a range of tools to help you deal with all types of telephone-based activities.

The software allows you to perform essential call-center related actions, such as telesales, inbound and outbound calls, and debt collection operations. Aside from those, VCC Live lets you consolidate all client interactions in one platform, making it easier for you to track and manage customer relationships.

Additionally, VCC Live comes with visual dashboards that let you track your contact team’s performance in real-time. This allows you to see if your customer services are up to par with the needs and expectations of your clients. You can also use advanced reporting tools and real-time statistics in monitoring your call center’s overall performance.

VCC Live

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What is unique about VCC Live?

1. Customizable dashboards. With VCC Live, you can see the data that you need in the exact style and visualization method that you prefer.
2. Omnichannel support. The software helps you manage customer queries and resolve issues thoughout multiple communication channels, such as email, chat, phone, or other messenger apps.
3. Predictive dialer. VCC Live makes use of its built-in machine learning and algorithms to maximize you team’s sales and productivity.

15. Cayzu

Cayzu is an easy-to-use, cloud-based help desk solution built to help SMBs and enterprises deliver exceptional support experience. It’s an apt solution for businesses in various verticals like IT services/software, marketing, education, construction, and government. The platform helps businesses to automate support workflows, interact with customers when they are online, personalize support experience, and generate reports to derive insights that guide decision-making. It empowers businesses with powerful features like built-in SLA rules, custom rules, customer portals, reports, and issue management. 

Additionally, Cayzu allows businesses to provide support from multiple channels including email, website, social media, and more. The beauty of it all is that businesses with multiple products can easily create a branded end-user support portal for each product. Even better, all the end-user portals are configured to feed into one centralized cloud-based help desk dashboard. As a result, the business can protect the unique identity of each product, while allowing the support agents to manage all customer issues from a single location. You can utilize the Cayzu free trial and try its premium features at no cost and without commitment.

Cayzu

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What is unique about Cayzu?

1. Multi-product service. This is one of Cayzu’s key strengths. As one of the best help desk solutions today, it allows businesses to segment customer services by product, brand, or company. As such, a business can create multiple end-user portals for each product all aggregating customer queries into a single console. 
2. Boost team collaboration. Besides, the platform provides all the tools a business needs to create a closely-knit support team and increase agent productivity. 
3. Email management. Moreover, Cayzu takes a more robust approach to fight email clutter. With the Cayzu account, you can create multiple user logins, track or search emails with ease, and assign email tickets to the qualified agent with a single click.

16. JitBit HelpDesk

JitBit HelpDesk is a solution that leverages machine learning to automate customer service tasks. Created for businesses of all sizes, this platform offers a simple and streamlined user interface that makes it easier to track support requests, assign tickets, as well as monitor the overall performance of help desk agents.

Aside from these, JitBit Helpdesk also comes with a unified mailbox that consolidates all service requests and inquiries. This not only makes tracking more convenient for your staff but also allows you to ensures that no message is ever overlooked. You can make the most of the JitBit HelpDesk free trial if you’d like to try these functionalities first-hand.

JitBit HelpDesk

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In case these tools are still not enough for your business, this ticketing system is also equipped with a powerful REST API capability. By using this, you can integrate the software with a variety of third-party applications. Be it your existing CRM tool, email, or active directory, this platform is designed to work seamlessly alongside them for a more fine-tuned workflow.

What is unique about JitBit HelpDesk?

1. User-Friendly Yet Comprehensive. JitBit HelpDesk may be built for ease of use but it surely doesn’t skimp on functionalities. The software offers a comprehensive set of features that include file management, asset tracking, ticket management, and email integration. What’s more, it has its own knowledge base creation tool which comes in handy if you want to reinforce self-service customer support.
2. Mobile Help Desk. Proactive customer care is important in today’s business landscape. To help you keep up, JitBit HelpDesk comes is built for mobility. This way, you or your agents can respond to inquiries at lightning speed and handle various types of customer interactions wherever they may be.
3. Robust Security Features. All data that are stored on the cloud can be vulnerable to cyberattacks if you don’t take precautionary measures. Luckily, JitBit HelpDesk server disks are protected by SSL encryption and single sign-on so you can be sure that no unauthorized individual will be able to access your system. You can also authenticate users with AD or other SAML providers for your convenience.

17. ManageEngine ServiceDesk

ManageEngine ServiceDesk is both a help desk and asset management system ideal for businesses that are new to ITSM-compliant processes. It features code-free configuration and integration, allowing non-technical managers to easily adopt this solution into their workflows.

It works with myriad communication channels and works with all the important OS. Likewise, it allows mobile access and third-party integration to extend its functionalities to other important business systems like CRM, help desk, project management, and business intelligence. An appealing test drive of all software features is available to you through the ManageEngine ServiceDesk free trial.

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ManageEngine ServiceDesk is also among the few vendors that offer hybrid setup. The system can be deployed on-premise and cloud and can gradually migrate your processes either way for a smooth transition. 

What is unique about ManageEngine ServiceDesk?

1. Hybrid deployment. It is one of the few vendors that offer both on-premise and cloud options.
2. Code-free. Non-technical users can configure customization and integration settings with ease using drop-down menus, drag-and-drop, and plug-and-play tools.
3. Asset management. Lets you track the health of your IT assets and also conduct a regular assessment to arrest problems.

18. vtenext

This is another end-to-end CRM solution that offers an array of marketing, sales, and customer service features. As an all-in-one platform, vtenext helps you stay on top of every business process and lets you provide your customers with a better customer service experience. The software also allows you to plan, prepare, and execute better marketing campaigns.

Additionally, vtenext is known for its automation tools that digitize and accelerate every step in the customer support lifecycle. This includes classifying, onboarding, and managing customer requests across multiple communication channels. The software also helps you track inquiries, contracts, warranties, and installations and gives you real-time updates about their status.

Another benefit of using vtenext is its ability to acquire, monitor, and manage leads. With the platform’s marketing tools, you can easily pinpoint the most profitable channels and plan strategic marketing campaigns.

What is unique about vtenext?

1. Powerful reporting. The solution generates reports that can be used in gauging agent performance and in making sound business decisions. Users can likewise address such queries from within the system.
2. Social media channel support. Customers can report issues and concerns directly through social media.
3. Sharing of important files and documents. With vtenext, you can share files and documents within the system, enabling your team to resolve problems and issues on their own.

19. LiveAgent

LiveAgent is one of the top helpdesk software solutions of 2022. The platform is prized by businesses of all sizes across different industries. This is because of its comprehensive set of features complemented by an easy-to-use interface and intuitive controls reminiscent of popular social media platforms. It offers companies a well-rounded set of omnichannel support solutions. These include those for live chat, email, phone, and social support. Moreover, it has modules for ticket management, reporting, and gamification.

The tools are easily customizable, allowing users to create and streamline their workflows according to their needs. Furthermore, the platform includes business intelligence tools with performance reports, analytics, agent ranking, and many more. LiveAgent integrates with other solutions, including Pipedrive, MailChimp, and Joomla. It offers per-agent pricing plans depending on the features you want. This makes it highly scalable and customizable for your needs. Pricing starts at $15 per agent for its ticketing module.

What is unique about LiveAgent?

1. Flexible pricing plans. LiveAgent is offered in per-agent plans with pricing based on the features you use. Hence, users can customize their plans depending on their needs.
2. Omnichannel support. The platform allows users to provide seamless support regardless of the device that customers use. It has a unified inbox that stores interaction and ticket history.
3. Gamification. The software has gamification tools. These allow companies to provide micro-rewards to give agents a sense of progress. This can foster a healthy competitive environment that can result in higher productivity rates.

20. Velaro

Velaro is a customer engagement software packed with all the essential features you need to support your prospects throughout their customer journey. Ideal for e-commerce businesses, the platform leverages a powerful live chat tool to help you improve customer satisfaction and maximize staff productivity. It also comes with an array of survey tools that let you collect accurate information from your customers.

Other handy features of Velaro are its workflow automation and routing tools, which let you manage activities of your web visitors and connect them with the right agent and digital resources. Using skill-based routing capabilities, the platform ensures that you can resolve customer issues more quickly and efficiently.

As a help-desk solution, Velaro’s most useful offering lies in its proactive chat capabilities. This makes it possible for your web visitors to reach out to your business at any given time, enabling you to increase your chat volume and improve your conversion rates.

What is unique about Velaro?

1. Performance management. Velaro lets you track the overall performance of your business with its reporting and analytics features.
2. Sales and conversion tracking. Velaro also equips you with powerful tools to help you manage sales and monitor conversion processes.
3. Seamless integrations. Velaro allows you to connect with most use CRM systems and business apps to help you streamline your help desk processes.

Have You Picked Your Help Desk Software Yet?

If your help desk is among those that have been suffering from the increased demand, it’s high time that you use help desk software. The COVID-19 pandemic is not going away anytime soon and your customer service need not suffer. These platforms contribute greatly to corporate earnings by improving customer service. There’s no question that getting one can benefit your organization, especially during times such as this.

However, don’t get all pumped up and reach for the one that has the most features. Get to know a tool’s functionalities first and see if they fit your needs. You can do this by reading user reviews and see firsthand how the tool performs in a real-life scenario. You can also find out for yourself by availing of free trials, which vendors usually offer. For instance, for our top app on the list, you can sign up for Freshdesk free trial.

You can also check out our guide to the online ticket management software tips to maximize the potential of your chosen ticket management system.

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.