Categories   >   Help Desk CRM Software
Last Reviewed: November 29th, 2024

Best Help Desk CRM Software Of 2024

What is Help Desk CRM Software?

Help Desk CRM software is designed to streamline customer service operations while nurturing customer-company relationships. By collating customer interactions, it dispels the chaos of scattered customer data and consequently boosts efficiency and customer satisfaction. This fusion of CRM and helpdesk functions is crucial for informed customer interactions. Its key functionalities span ticket management, knowledge base creation and integration with communication channels. Emerging trends point toward AI-powered automation and analytics. Industries poised to benefit most encompass any company with a loaded customer helpdesk - from tech to retail. However, companies must not overlook the need for omnichannel integration and proactive learning about privacy regulations. To sum it up, Help Desk CRM software maximizes customer service efficiency and nudges customer relationships in the right direction. It underpins customer satisfaction with its ability to weave together the customer narrative seamlessly but necessitates appropriate integration and regulatory comprehension.

What Are The Key Benefits of Help Desk CRM Software?

  • Boosts customer service efficiency
  • Enhances customer satisfaction
  • Centralizes customer interactions
  • Simplifies ticket management
  • Encourages team collaboration
  • Expedites issue resolution
  • Promotes knowledge sharing
  • Utilizes customer behavioral data
  • Improves service tracking
  • Automates routine tasks
Read more

Overall

Based on the latest available data collected by SelectHub for 151 solutions, we determined the following solutions are the best Help Desk CRM Software overall:

Chrome Remote Desktop
Chrome Remote Desktop
Start Price
$0
Free
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Chrome Remote Desktop

Is Chrome Remote Desktop the key to unlocking seamless remote access, or does it leave users feeling a bit left out? User reviews from the last year reveal a mixed bag, with Chrome Remote Desktop emerging as a capable yet barebones tool. Users consistently applaud its simplicity and affordability. Setting it up is as easy as pie, requiring only a Google account and the Chrome browser – no need to wrestle with complicated installations. This straightforward approach makes it a godsend for folks who aren't tech-savvy, allowing them to quickly establish remote connections. And let's not forget the price tag – completely free! This makes it a winner for budget-conscious individuals or small businesses dipping their toes into the remote access pool.

However, Chrome Remote Desktop isn't without its shortcomings. The lack of built-in chat is a head-scratcher, forcing users to rely on external communication methods during remote sessions. The browser dependency is another sticking point, potentially alienating users who prefer other browsers like Firefox or Safari. While Chrome Remote Desktop excels at basic remote access, its limitations become apparent in more demanding scenarios. The absence of drag-and-drop file transfer, for instance, can be a real drag, compelling users to resort to cumbersome manual uploads and downloads. Similarly, the lack of robust session management features makes it less than ideal for professional IT support environments where multiple simultaneous connections and multi-monitor setups are the norm.

In a nutshell, Chrome Remote Desktop is a solid choice for users seeking a no-frills, free-of-charge remote access solution. It's perfect for occasional use, providing a lifeline for remote workers, assisting friends and family with tech troubles, or accessing your own devices on the go. However, its lack of advanced features may leave professionals and power users yearning for more.

Pros & Cons

  • Simple Setup: Chrome Remote Desktop is praised for its straightforward setup process, which can be completed quickly without any special technical expertise.
  • Cost-Effective Solution: Chrome Remote Desktop is free to use, making it a budget-friendly choice for businesses of all sizes.
  • Cross-Platform Compatibility: The software works seamlessly across various operating systems, including Windows, macOS, Linux, and Chromebooks, ensuring accessibility for a wide range of users and devices.
  • Seamless Integration with Google: Chrome Remote Desktop leverages the convenience of Google accounts and the Chrome browser, simplifying access and management for users already familiar with Google's ecosystem.
  • Reliable Performance: Users generally report a positive experience with Chrome Remote Desktop's speed and responsiveness, especially when using a stable internet connection.
  • Limited File Transfer: Chrome Remote Desktop lacks a drag-and-drop feature for file transfers, requiring a cumbersome process of uploading and downloading files, impacting efficiency for businesses that frequently exchange files.
  • No Built-in Chat: The absence of a built-in chat feature hinders real-time communication with the remote user, making it difficult to exchange information or instructions efficiently, a crucial aspect of remote troubleshooting or collaboration.
  • Lack of Multi-Session Handling: Chrome Remote Desktop only allows one active session at a time, limiting IT professionals or users who need to access and manage multiple devices simultaneously, a common requirement in business environments.
  • Session Timeout: The 30-minute session timeout, requiring re-authentication, disrupts workflow and can be frustrating for users, especially during extended tasks or presentations.

Key Features

  • Cross-Platform Compatibility: Access and control your computer from any device, whether it's a Windows, macOS, Linux, iOS, or Android system.
  • Easy Setup: Quickly install and configure the Chrome Remote Desktop extension from the Chrome Web Store, with no need for complex network configurations.
  • Secure Connections: Utilizes the latest open web technologies, including WebRTC, to ensure secure and encrypted connections between devices.
  • Unattended Access: Set up remote access to your computer even when you are not physically present, allowing for 24/7 availability.
  • Multi-Monitor Support: Seamlessly switch between multiple monitors connected to the remote computer, enhancing productivity for complex tasks.
  • File Transfer: Easily transfer files between the local and remote devices, streamlining workflows and reducing the need for third-party file-sharing services.
  • Clipboard Synchronization: Copy and paste text and images between the local and remote devices, making it easier to share information and resources.
  • Remote Assistance: Provide or receive technical support by sharing your screen with another user, facilitating troubleshooting and collaboration.
  • Session Management: Manage multiple remote sessions simultaneously, allowing for efficient multitasking and oversight of various systems.
  • Performance Optimization: Automatically adjusts the quality of the remote session based on network conditions to ensure a smooth and responsive experience.
  • Customizable Shortcuts: Create and use keyboard shortcuts to perform common tasks quickly, enhancing the efficiency of remote operations.
  • Integration with Google Account: Leverage your existing Google account for authentication and access management, simplifying the login process.
  • Free to Use: Chrome Remote Desktop is available at no cost, providing a robust remote access solution without the need for a subscription or additional fees.
Zendesk
Zendesk
Start Price
$55
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Zendesk

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.

While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

Pros & Cons

  • Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
  • Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
  • Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
  • Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
  • Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.
  • Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
  • Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
  • Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Key Features

  • Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking. 
  • Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions 
  • Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed. 
  • Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks. 
  • Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions. 
  • Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services. 
  • Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards. 
  • Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience. 
ServiceNow
ServiceNow
Start Price
$4,500
Per User, Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked ServiceNow

ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise.

Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs.

Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

Pros & Cons

  • Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
  • Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
  • Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
  • Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
  • Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
  • Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
  • Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
  • Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
  • Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
  • Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
  • Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
  • Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
  • Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
  • Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
  • Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.

Key Features

  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
Streak CRM
Streak CRM
Start Price
$0
Free, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Streak CRM

Built into Gmail, Streak ensures efficient email marketing, as users can check if an email is opened or read, deliver mass emails, send follow-ups, schedule emails and more. Additional strengths include data organization and greater productivity via G Suite integration. However, the free version has restrictions on how many emails can be tracked and doesn’t offer detailed tracking data. Reviewers also noted that the user interface needs improvement and that there are technical issues to address. Overall, it’s a decent software with a number of useful features.

Pros & Cons

  • Email Marketing: Robust features include open and read rates, bulk emails, scheduling and more, according to more than 82% of users who mention email marketing.
  • G Suite Integration: The software ensures efficient process by connecting with G Suite, as noted by almost 90% of reviewers who mention this aspect.
  • Free Plan: Every user who references the free plan indicated it’s very useful and caters to almost every requirement.
  • Centralized Data: The software aids efficient data management, as noted by every reviewer who mentions this feature.
  • Reminders: Every user who refers to this feature liked the ability to frequently follow up
  • Ease of Use: More than 62% of reviewers who reference this feature noted the platform is easy to navigate.
  • Customer Communication: Streak aids effective customer engagement according to all users who mention this feature.
  • Customer Support: According to almost 60% of users who mention this element, the customer service needs improvement, with slow responses and irregular quality cited as a couple issues.
  • Lack of Free Features: While the free plan is useful, 80% of reviewers felt it would be helpful to have more features.
  • Location: Every user who mentions this feature observed that the software doesn’t reflect senders’ geographical location.

Key Features

  • Pipelines: Streak CRM lets you create an unlimited number of pipelines, and with a Professional or Enterprise plan, you can also create unlimited rows (called items) within each pipeline. Filters, groups, sorting and search features let you configure pipelines based on the view you need and then save that view to share with team members. You can also link related pipeline items for quick navigation between the two. 
  • Boxes: Each box represents a contact, lead or whatever else you want to track. They act as the building blocks of your pipeline and are what you move through the stages. Boxes can contain information like emails, contacts, comments, notes, tasks, file attachments, data fields and more. 
  • Customizable Workflows: The software allows you to configure your workflow to fit your processes. You can add, delete or move pipeline stages, as well as color-code them for easy tracking. 
  • Alerts: The view tracking feature sends a notification when a recipient reads your message. You can sort emails in your Sent folder based on whether they’ve been viewed or not, so it’s clear which contacts require follow-up. 
  • Mail Merge: If you need to send mass emails that include personalization, this feature has the necessary capabilities. You can pull data from your pipeline to personalize elements like company info or recipient name. The preview mode lets you proof emails before sending. 
  • Send Later: You can schedule emails to send at a predetermined time and edit or cancel them from the draft view. 
  • Snippets: With this feature, which acts as a template, you can create a library of most-used emails to reuse whenever needed. Shortcuts allow you to insert the content quickly. The templates are shareable among team members. 
  • Reporting: Available with the Professional and Enterprise plans, this feature lets you generate reports based on the data in your pipelines. The system offers built-in sales and pipeline reports that can be customized, downloaded and shared via email. Sales reports let you track information like the total value currently in your pipeline, the value per stage, close rate, projected close value and more. Pipeline reports include total interactions, stage flow, the number of boxes assigned to each user and the number of boxes in any given stage. 
  • Permissions: With a Professional or Enterprise plan, you can control who views and edits information in the system. Owners act as the administrators, with the ability to edit teams, roles, pipelines and other settings. Members are limited to viewing pipelines and contacts, and can’t change user roles or team members. 
Intercom
Intercom
Start Price
$39
Per Seat, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Intercom

Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages.

Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

Pros & Cons

  • Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
  • Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
  • Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
  • Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.
  • Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
  • Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.

Key Features

  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.
Freshdesk
Freshdesk
Start Price
$15
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Freshdesk

Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.

Pros & Cons

  • User-Friendly Interface: Freshdesk is praised for its intuitive design and straightforward navigation. This minimizes onboarding time for new agents and reduces the learning curve, allowing them to become productive more quickly. Think of it as a user-friendly smartphone app compared to a clunky, feature-laden desktop program. This ease of use translates into faster issue resolution and improved overall efficiency.
  • Scalability & Customization: Freshdesk caters to businesses of all sizes, from startups to large enterprises. Its flexible plans and customization options allow businesses to tailor the platform to their specific needs. For instance, a small team might prioritize a simple ticketing system, while a larger organization can leverage features like custom automations or in-depth reporting for more complex workflows.
  • Mobile Accessibility: Freshdesk offers mobile apps for agents and customers, enabling them to access the platform and manage inquiries on the go. This is particularly valuable for remote teams or situations where agents need to be available outside the office. Imagine a field technician using the mobile app to update a customer ticket while on-site, improving responsiveness and streamlining the resolution process.
  • Limited Free Plan Functionality: While Freshdesk offers a free plan, it can be restrictive for businesses with growing needs. Features like custom automations, advanced reporting, and integrations are often reserved for paid plans. This can limit its usefulness for businesses seeking a comprehensive help desk solution without upfront investment.
  • Reporting Complexity: Freshdesk's reporting capabilities, particularly in lower-tier plans, can be cumbersome to navigate and require some technical expertise to generate insightful data. Some users report that creating custom reports or filtering data can be time-consuming, hindering efforts to effectively track key performance indicators (KPIs) and measure support team effectiveness. Imagine sifting through an overflowing email inbox to find a specific message compared to having a well-organized filing system with clear labels.
  • Limited Multilingual Support: Freshdesk's interface and support resources are primarily available in English. This can be a drawback for businesses operating in international markets or with a multilingual customer base. While some basic translations are available, they might be limited or not comprehensive, potentially hindering effective communication with non-English speaking customers and agents.

Key Features

  • Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers: 
    •  Team inbox to prioritize and assign tickets based on keywords. 
    •  AI-supported ticketing to improve agents’ efficiency and save time. 
    •  SLA management to measure agents’ performance and set customer expectations for response times. 
  • Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution. 
  • Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes: 
    •  Scheduling dashboard to keep track of appointments, tasks and field team workloads. 
    •  Mobile field service to keep technicians updated on the fly. 
    •  Automated time-tracking to monitor billable hours. 
    •  Single swipe attachment of customer signatures to the service tasks via the mobile app. 
  • Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations. 
  • Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways: 
    •  Customized ticket forms. 
    •  Custom URL for smooth customer experience. 
    •  Building and integration of customized apps. 
    •  Custom segmentation of customers for personalized support. 
  • Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event. 
  • Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN. 
  • Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
ConnectWise Manage
ConnectWise Manage
Start Price
$25
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked ConnectWise Manage

ConnectWise Manage is an effective PSA tool capable of executing job costing, time tracking, ticketing, project management, sending purchase orders, connecting to machinery and more. It integrates with accounting, sales, other ConnectWise software and more in addition to keeping users organized by sorting client information, tickets and more. Although ConnectWise Manage occasionally lags in performance, has a high pricing plan, a scattered customer support base and a clunky interface, most users believe it's worth every penny.

Pros & Cons

  • Abundant Features: ConnectWise Manage is equipped with a variety of features such as client communication, time tracking, ticketing, lead tracking, reporting, delivering purchase orders, quoting and more, according to 62% of users.
  • Integratable: Approximately 69% of users reported that ConnectWise Manage integrates with a vast amount of products including other ConnectWise solutions, Automate, Auvik, and LogicMonitor as well as certain sales and accounting solutions.
  • Arrange Client Information: Users remain organized by sorting client contact information, crucial documents, tickets and more, as reported by nearly 100% of users.
  • Highly Configurable: Roughly 57% of users reported that ConnectWise Manage is modifiable to align with their business needs.
  • Overwhelming Setup: When conveying how they felt about implementation, 42% of users stated that the setup tables are not user-friendly and there's an overwhelming number of customization choices.
  • Dated Interface: Approximately 71% of users conveyed that the interface is ugly, old and clunky compared to Zoho and Bullhorn. Users also report that there's a tough learning curve.
  • Inconsistent Customer Support: ConnectWise Manage's customer support is on a hit-or-miss basis, according to 90% of users. Some customer support agents allocate the best solutions and some don't. There's also a slow response time in offering the ideal troubleshooting resources.
  • Lagging Mobile Capabilities: Roughly 100% of users stated that ConnectWise Manage's mobile app does not match with its desktop or cloud counterparts.
  • High Price Tag: The overall cost of the system combined with its varying levels of support comes with a high price tag according to approximately 100% of users.
  • Slow as Molasses: Precisely 100% of users say ConnectWise Manage has a slow loading time when performing various tasks, including opening the right help tickets.

Key Features

  • Help Desk: ConnectWise Manage can track all ticket requests as they enter the system through different avenues, such as live chat, phone and email. ConnectWise Chat allows clients to enable instant online chat functionality and logs the information learned through these communications. The help desk feature also includes a customizable ticketing dashboard where users can view factors such as time-to-resolution history, team resources and total billable hours. 
  • Agreements: This tool automates the management of client contracts along with recurring billing parameters. Agreement templates are included in the system and can be customized to adjust factors such as support coverage and billing rates. The program can also help prioritize tickets based on client expectations. 
  • Account Management: ConnectWise Manage contains a centralized system where all customer interaction is stored, including purchases, communications, tickets and products so that reiterative information isn’t entered and the sales process can be streamlined. The program also develops standardized workflows for tasks such as client onboarding and ticket resolution to ensure a consistent customer experience. KPI and financial reporting are included to see where a customer stands financially with a company. 
  • Sales and Marketing: This program enables users to create and track sales opportunities. Campaign metrics such as links clicked and emails opened can also be monitored to assist with lead scoring. Customizable HTML email templates are available to help target specific groups. Automatic notifications of deals to close, opportunities that were won and agreements to renew keep sales teams up-to-date and ensure that nothing slips through the cracks. 
  • Procurement: ConnectWise Manage can sync up with QuickBooks easily to facilitate operations between accounting and inventory management. The program allows users to visualize materials and products that need to be ordered per set minimum stock levels. The solution can also adjust inventory count and manage inventory quantities. Information can be shared between sales and procurement to provide more visibility into the work of other departments. 
  • Time Tracking and Billing: The system tracks billable and non-billable hours and can allocate them to specific agreements and SLAs. Accountability tools are included in the program to make the process of obtaining approvals less of a hassle. Time on-site can also be tracked through the solution so that users can ensure that they are getting paid for all of the time that they spend working on a project. 
  • Project Management: Sales opportunities can be quickly converted into projects so that nothing slips through the cracks between workflows and so that project-related tasks can begin immediately. ConnectWise Manage also gives users visibility over different project aspects such as resources, roadblocks, timelines and statuses. Project templates can be customized and used to streamline project workflows and ensure consistency. 
  • Reporting: ConnectWise Manage’s reporting functionality includes the ability to see how many assets an organization has on-hand along with inventory levels. Inventory management costs can be calculated based on this information. Tickets can also be reviewed, assigned and closed through this tool. 
MobaXTerm
MobaXTerm
Start Price
$69
Company Size
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Deployment
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Key Features

  • Access Controls/Permissions
  • Collaboration Tools
  • Diagnostics Tools
  • Drag & Drop
  • File Transfer
  • Mobile Access
  • Monitoring
  • Multiple Monitor Access
  • Real-Time Chat
  • Remote Access/Control
  • Remote Monitoring & Management
  • Remote Printing
  • Remote Update / Installation
  • Reporting/Analytics
  • Screen Recording
  • Screen Sharing
  • Server Monitoring
  • Troubleshooting
  • User Management
Spiceworks
Spiceworks
Company Size
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Deployment
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Platform
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Why We Picked Spiceworks

Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. Users said it is easy to navigate and integrates well with active directories. Many customers also liked its network monitor feature that carries out tasks like CPU utilization and reports on hardware and memory.

However, some users also said that the UI could undergo some redesign for a better user experience and more usability. Because it lacks customization and automation options available, tasks can take a lot of time. In all, it’s a functional, affordable and feature-rich product that could be an ideal choice for new companies.

Pros & Cons

  • Implementation: According to 100% of users, the software is relatively easy to set up and configure.
  • Ease of Use: Approximately 89% of customers said that it is a simple ticketing system with basic and easy-to-use features.
  • Features: The helpdesk feature allows seamless issue tracking and updates to users while saving significant time, according to 100% of users.
  • Value for Money: According to 100% of users, it is free and works better than many other products.
  • User Interface: According to 50% of users, the user interface is a little bit clunky.
  • Customization: Few customization options are available, which makes tasks lengthy, according to 60% of customers.
  • Automation: Approximately 95% of users said that there's almost no automation available, so agents cannot manage different queues to route tickets.

Key Features

  • Tickets and Tasks: Check IT tasks and incidents regularly, accept and reply to tickets and close them quickly with private comments. Use custom fields to manage millions of tickets, track workflow processes and see response times. 
  • Directory Integration: Merge with the Active Directory to add end-users automatically. Tag them to tickets and authenticate them in the portal. 
  • Team Management: Assign tickets automatically to appropriate agents and check team performance metrics with the dashboard. 
  • Multisite Support: Serve clients from various locations by setting up user portals and individual sites that all roll up to a single master help desk. 
  • Asset Management: Scan subnets with an IP address for all types of hardware, including Mac and Windows, along with switches, routers, printers and more. Gather information regarding the manufacturer, open ports, MAC address, UPS devices, antivirus programs storage and software and hardware details with the on-premises tool. 
  • Software Tracking: Detect any troublesome and unwanted software on Mac and Windows servers and workstations with a downloadable element to optimize system workflows. 
  • Custom Reporting: Generate custom reports on all network assets to get easy-to-export data in the cloud or self-hosted version. 
  • Scheduled Scans: Set inventory scans at a pre-defined time and frequency with automated scanners to ensure everything is up to date and not slowing down the network. 
  • Dashboards: Monitor the connectivity between IT infrastructure and remote sites in real time to identify any issue with the ISP, web application and internal network quickly. 
  • Contract Tracking: Track vendor contract info in a single platform and get automatic alerts of upcoming expiration dates. 
  • Networking Tools: Trace any foreign IP address or troubleshoot a slow network with IP Lookup. Calculate network range, create a new subnet and convert CIDR notation easily to an IP range through Subnet Calculator. Check if a site is unavailable for all users or just ones from the specific network with a website down checker. 

COMPARE THE BEST Help Desk CRM Software

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Score
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SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Help Desk CRM Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
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Chrome Remote Desktop
$0
Free
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Chrome Remote Desktop
Zendesk
$55
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zendesk
ServiceNow
$4,500
Per User, Annually
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ServiceNow
Streak CRM
$0
Free, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Streak CRM
Intercom
$39
Per Seat, Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Intercom
Freshdesk
$15
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Freshdesk
Bitrix24
$39
Monthly
Yes
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Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
ConnectWise Manage
$25
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ConnectWise Manage
MobaXTerm
$69
No
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Cloud On-Premise
Mac Windows Linux Chromebook Android
MobaXTerm
Spiceworks
Still gathering data
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All Help Desk CRM Software (151 found)

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Chrome Remote Desktop

by Google
Chrome Remote Desktop
Chrome Remote Desktop is a versatile software solution that facilitates remote access to computers, enabling users to control their devices from virtually anywhere. This tool is particularly well-suited for individuals and businesses that require seamless remote support, telecommuting capabilities, or access to files and applications on their home or office computers while on the go. Its user-friendly interface and straightforward setup make it accessible to both tech-savvy users and those less familiar with remote access technologies. Key benefits of Chrome Remote Desktop include its robust security features, cross-platform compatibility, and the ability to provide remote assistance without complex configurations. Popular features include screen sharing, file transfer, and multi-monitor support, which enhance productivity and collaboration. Users often praise its reliability and ease of use, noting that it performs well even with limited bandwidth. In comparison to similar products, Chrome Remote Desktop is often highlighted for its simplicity and cost-effectiveness. While specific pricing details are not readily available, users are encouraged to contact SelectHub for a personalized pricing quote based on their unique requirements. This ensures they receive the most accurate and relevant information tailored to their needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
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Deployment
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Zendesk

by Zendesk
Zendesk
Zendesk For Service is a scalable platform offering streamlined customer and sales support. Agents can resolve problems efficiently, and track and prioritize support tickets. Omnichannel support allows users to centralize customer interactions across phone, chat, email and more. Its built-in intelligent routing reduces resolution time by automating ticketing queues and ensuring an appropriate customer-to-agent fit. Customizable, shareable and pre-built dashboards help users gain actionable insights through real-time data. Teams can leverage the integrated knowledge base management tools to empower customers to resolve issues by themselves. AI-powered bots optimize engagement by providing 24/7 support, answering FAQs, collecting information, delivering chat transcripts and auto-filling ticket fields. Its other offerings include a self-service portal, reporting and analytics, an IT service desk and more. To explore other popular solutions offered by Zendesk, visit our Zendesk company page. Pros Easy to use Scalable Multi-channel Integrations Customization Cons Costly Limited reporting Learning curve Collaboration limitations Integrations limitations
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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ServiceNow

by ServiceNow
ServiceNow
ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation. In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
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Deployment
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Streak CRM

by Rewardly
Streak CRM
Streak CRM is built into Gmail, allowing users to manage common sales tasks directly from their inbox. It facilitates pipeline management so users can track leads, follow up, collaborate and close deals. Three different pricing tiers make it useful for both individuals who need basic functions and companies that require more advanced capabilities. In addition to managing a pipeline, users can also leverage it to manage projects, foster business relationships, run fundraisers, provide customer support and execute other projects that require tracking details.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Intercom

by Intercom R&D Unlimited Company
Intercom
Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels. It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Freshdesk

by Freshworks
Freshdesk
Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. It simplifies ticketing with customization options for agent roles, ticket forms, portals and more. Users can manage identity and information access for improved data security. It offers field service modules that include omnichannel customer engagement, quick query resolution, automatic appointment management and a map view that lets users track dispatches in real time. Android and iOS support allow field employees to plan, monitor and track appointments, updates and customer communication conveniently. Its other offerings include widget customization, scheduled and customized reports, intelligent ticket assignment and more. Pros Easy to use interface Scalable for large teams Automation capabilities Reporting Analytics Mobile app available Cons Limited free plan Customization options Reporting can be complex Higher pricing for some plans Limited multilingual support
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ConnectWise Manage

by Connectwise
ConnectWise Manage
ConnectWise Manage is a PSA tool for businesses in the IT sector that are seeking to develop consistency across the organization. It also enables users to manage accounts and other service-oriented tasks efficiently. The program contains centralized data as well as account information to increase internal visibility and to reduce duplicate work.It aims to streamline elements such as billing, client communications, procurement and project management. It’s available to IT businesses of all sizes and can be deployed either on-premise or cloud-based.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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MobaXTerm

by Mobatek
MobaXTerm
MobaXTerm is a reputable application that ranks 11 among all Help Desk Software according to our research analysts and 40 crowd-sourced reviews from 2 sources. Starting from $69, MobaXTerm is priced more economically and is most applicable for companies large and small. MobaXTerm can be deployed on-premise and is accessible from a limited set of platforms including Windows and Linux devices. Similar alternatives to MobaXTerm include HelpSpace, Halo Service Desk and ThriveDesk.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Spiceworks

by Spiceworks
Spiceworks
Designed for IT professionals, Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. It offers omnichannel customer support while monitoring IT incidents and tracking updates. Other significant attributes include a customizable user portal and seamless integration with Active Directory for automated ticket management.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Vysor

by Vysor
Vysor
Vysor is a versatile software tool that facilitates screen mirroring and remote control of Android devices from a computer. It is particularly beneficial for developers, IT professionals, and customer support teams who need to interact with mobile devices directly from their desktops. The software allows users to view and control their Android devices using a keyboard and mouse, making it easier to debug applications, provide technical support, or manage multiple devices simultaneously. One of Vysor's standout features is its seamless integration with both Windows and macOS, offering a smooth and responsive user experience. Additionally, it supports high-definition mirroring, which is crucial for tasks requiring detailed visual feedback. Vysor also enables easy file transfers between the computer and the Android device, enhancing productivity. Compared to similar products, Vysor is praised for its user-friendly interface and reliable performance. Pricing details vary, and users are encouraged to contact SelectHub for a personalized quote based on their specific needs.
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Kustomer

by Kustomer
Kustomer
Kustomer's Help Desk Software is designed to enhance customer support operations. It offers a centralized platform for managing customer inquiries, automating workflows, and tracking customer interactions. This software is ideally suited for businesses seeking to streamline their support processes, improve customer satisfaction, and gain actionable insights from customer data. Key benefits of Kustomer include its user-friendly interface, robust automation capabilities, and comprehensive reporting features. It enables teams to manage multiple channels from a single dashboard, automate repetitive tasks, and gain visibility into customer interactions. The software also provides valuable insights through analytics and reporting, helping businesses identify areas for improvement and optimize their support strategies. In terms of pricing, Kustomer offers a range of plans to accommodate businesses of different sizes and needs. Pricing is typically based on a per-user, per-month model, with higher tiers offering additional features and functionality.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveChat

by LiveChat
LiveChat
LiveChat is a live chat software designed to improve customer engagement and support. It allows businesses to engage with website visitors in real-time, providing immediate assistance and resolving queries efficiently. LiveChat is ideal for businesses looking to enhance their customer experience, increase conversion rates, and streamline support processes. Its key benefits include improved communication, reduced response times, increased customer satisfaction, and valuable insights into customer behavior. Popular features of LiveChat include customizable chat widgets, proactive chat invitations, offline messaging, chat routing, and analytics. It integrates seamlessly with popular CRM and help desk systems, ensuring a comprehensive customer support solution. LiveChat offers flexible pricing plans based on the number of agents and features required. Its pricing ranges from a basic plan for small businesses to enterprise-level plans for large organizations, with payment options including monthly and annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Agile CRM

by Agile CRM
Agile CRM
Agile CRM is an all-in-one cloud platform that enables companies to handle all activities and tasks across the customer lifecycle. With integrated modules for marketing, sales and service, it provides capabilities such as contact management, a deal pipeline, lead scoring, project management, email marketing and campaigns, service automation, and live chat.Targeted primarily at small businesses, it allows users to maintain visibility into contacts, boost results with sales enablement, engage web users and deliver comprehensive support. Free and premium versions are available.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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HelpDesk

by Text, Inc.
HelpDesk
HelpDesk is a robust software solution designed to streamline and manage customer support tasks efficiently. It offers a comprehensive suite of tools for ticket management, automated workflows, and real-time reporting, making it an ideal choice for businesses of all sizes seeking to enhance their customer service operations. The software is particularly well-suited for organizations that handle a high volume of customer inquiries and require a reliable system to track and resolve issues promptly. Key benefits of HelpDesk include improved response times, increased customer satisfaction, and enhanced team collaboration. Popular features encompass a user-friendly interface, customizable ticketing systems, and seamless integration with other business applications. Users often praise its intuitive design and the ability to tailor the platform to specific business needs, which sets it apart from similar products in the market. Pricing for HelpDesk varies based on the number of users and the specific features required. It typically operates on a subscription model, with options for monthly or annual payments. For precise pricing details, it is recommended to contact SelectHub for a tailored quote based on individual business requirements.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Paperpile

by Paperpile
Paperpile
Paperpile is an up-and-coming application that ranks 18 among all Help Desk Software according to our research analysts and 64 crowd-sourced reviews from 1 source. Starting from $2.99, Paperpile is priced economically, has offered a free trial in the past and is most fitting for small-to-mid-sized companies. Paperpile can be deployed in the cloud. Similar alternatives to Paperpile include Milldesk, Serial Port Redirector and Wavity.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Zoho Desk

by Zoho Corporation
Zoho Desk
Zoho Desk, a help desk software from Zoho Corporation, streamlines customer support operations for businesses of all sizes. It provides a comprehensive suite of features, including a multi-channel ticketing system, knowledge base management, and reporting and analytics. Zoho Desk is particularly well-suited for organizations seeking an affordable and user-friendly solution to manage customer inquiries and improve support efficiency. Zoho Desk's key benefits include its intuitive interface, customizable workflows, and seamless integration with other Zoho applications. Its popular features include automated ticket routing, self-service portals, and social media monitoring. Users appreciate its ease of use, robust functionality, and affordable pricing. Zoho Desk offers flexible pricing plans based on the number of agents and features required. Its price range starts from a few dollars per agent per month for basic plans and scales up for more advanced features and support levels.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Help Scout

by Help Scout
Help Scout
Help Scout's help desk software offers a streamlined solution for businesses seeking to enhance their customer support capabilities. It's particularly well-suited for small to medium-sized teams that prioritize efficient and personalized communication. Help Scout centralizes all customer interactions, including email, live chat, and social media, into a unified inbox, enabling teams to respond promptly and effectively. Key benefits of Help Scout include its intuitive interface, customizable automation, and reporting features. Popular features encompass shared inboxes for collaborative support, pre-built templates for faster responses, and detailed analytics for performance monitoring. Compared to other help desk software, Help Scout is known for its user-friendliness and excellent customer support. Its pricing ranges from $20 to $65 per user per month, billed annually.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Kayako

by Kayako
Kayako
Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility. Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support. Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Amazon Workspaces

by AWS
Amazon Workspaces
Amazon Workspaces is a robust Virtual Desktop Infrastructure (VDI) solution that enables users to provision cloud-based desktops. This service is particularly advantageous for businesses requiring scalable, secure, and cost-effective desktop management. It is well-suited for industries such as finance, healthcare, and education, where data security and remote accessibility are paramount. One of the standout benefits of Amazon Workspaces is its ability to provide a consistent and reliable user experience across various devices, including Windows, Mac, and mobile platforms. Key features include persistent storage, seamless integration with existing IT infrastructure, and comprehensive security measures. Users appreciate the flexibility of pay-as-you-go pricing, which can be tailored to specific needs, though exact costs vary and should be confirmed through a personalized quote. Compared to similar products, Amazon Workspaces is often praised for its ease of deployment and management, making it a preferred choice for organizations looking to streamline their VDI solutions.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
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Deployment
Cloud On-Premise
Platform
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Buyer's Guide

Help Desk CRM Software Is All About Improving Customer Relationships

By Kriti Sahay, Technical Writer at SelectHub

Help Desk CRM Software BG Intro

Good customer service forms the backbone of customer relationship management (CRM). In fact, a recent PwC report found that customer service influenced purchasing decisions more than advertising for 65% of customers surveyed. Help desk and CRM are inextricably linked — and if you’re looking to improve your customer retention rates, your customer support desk is where you need to start.

This guide will take you through the basics of help desk CRM software, its benefits, features and strategies you can use when selecting the right platform for your needs. Let’s get started!

Executive Summary

  • Help desk CRM software allows you to offer an integrated approach to customer service and customer relationship management.
  • It can help you enhance customer experience, improve customer retention and boost revenue.
  • Before making a final decision on which help desk CRM tool is best for your organization, it’s important to undertake thorough research and compare software based on features offered, cost and more.
What This Guide Covers:

What Is Help Desk CRM Software?

Help desk CRM software is a tool that allows you to integrate your help desk and CRM systems. It can manage tickets, automatically distribute incoming tickets to available agents, offer personalized customer service and omni-channel support, and much more. It allows you to ensure high customer service standards and gain more comprehensive control over customer relationships, encouraging customer retention.

Customer service can be a defining factor in improving brand perception, strengthening brand loyalty and driving consumer behavior. Findings by Zendesk in 2022 support the conclusions of the PwC survey: 61% of consumers said that they would stop patronizing a company in favor of another after just one negative experience.

Primary Benefits

Here are some of the ways using help desk CRM software can help your company’s growth.

Help Desk CRM Software Benefits

Enhance Collaboration

Help desk CRM software comes with built-in tools to enhance and encourage collaboration among teams. You can maintain more comprehensive customer information databases to provide personalized service and share the data between and within different departments to resolve customer complaints more effectively.

Within your help desk department, agents can use ticket management tools to share tickets or split them to tackle and resolve issues faster. Shared inboxes and the ability to tag colleagues and create pinned notes help agents communicate with each other while resolving customer queries.

Improve Customer Service

Maintaining long-term customer relationships involves listening to their needs and offering effective support. An integrated help desk and CRM can streamline issue resolution processes and expedite high priority tickets to ensure customer satisfaction

These programs also come with features like personalized routing, which ensures that your customers are always routed to the same agent or team with every contact. In 2023, Zendesk found that personalized service was one of the top emerging trends in customer service, and 62% of customers feel companies can do more to offer better personalization.

Boost Revenue

Positive customer experiences can translate to more revenue. Qualtrics found that companies that paid more attention to customer experience showed 65% more revenue growth and were on average 67% more profitable than companies that didn't.

Apart from providing better customer experiences, help desk CRM software also helps you reduce overhead costs through giving you the flexibility to create remote and hybrid teams. Automation tools also reduce the amount of manpower you require.

Key Features & Functionality

Let’s look at some of the key features of help desk CRM software.

Ticket Management Tools

Customers submit their issues in the form of tickets which users can view, categorize, prioritize and route to available agents. You can also search, sort and filter tickets by using custom tags.
Automated Ticket Routing

Tickets are automatically routed to available agents based on their work hours, skill level, department and other predefined criteria. You can also enable personalized routing to ensure each customer is routed to the same agent each time they contact your help desk.
CRM Integration

Integrating your help desk system with your CRM allows you to maintain more comprehensive customer databases. It also improves reporting and analytics, and helps you establish a much more thorough approach to customer relationship management.
Data Security

Cisco's 2021 Consumer Privacy Report shows that 79% of consumers today care about data privacy and are willing to spend more to protect their data.

Help desk CRM software comes with data encryption, redaction and masking tools as well as 2FA for added security.
Collaboration Tools Integration

Built-in collaboration tools like shared inboxes help teams work together better. For added functionality, integrate the software with popular communications tools like Slack and MS Teams.
Reporting and Analytics

Generate reports from custom and pre-built models. Data visualization tools make insights easier to understand and analyze.
Customer Segments

Categorize customers based on their subscription plan, region or location, type, industry and other criteria, making it easier to organize and route support requests.
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Software Comparison Strategy

With the long list of help desk and CRM tools on the market right now, finding the right one for your business can feel daunting. Every platform has its pros and cons — the most important thing is to ensure that the tool you choose closely matches your needs.

Before you start comparing different options, be sure to consider factors like your budget, the size of your company, your industry and any specific business needs you have. This will help you arrive at a list of requirements. You can also use our requirements template to simplify this process.

Once you have a list of your requirements, compare different software options. Also, be sure to reach out to any potential vendors with questions you might have. Some may even offer free trials of the software, so you can see how it would function with your staff before you commit.

Cost & Pricing Considerations

Many factors go into determining the cost of a help desk CRM platform. Vendors usually have different pricing tiers based on the extent of features offered. Depending on your needs and the size of your company, you can go for a more affordable tier with more basic or limited features if you don’t need the advanced ones.

You may also want to consider whether you want to go for a subscription model with recurring payments or a one-time payment. Cloud-based platforms usually come with a subscription model.

Apart from the initial cost of purchase, you may also have to pay for additional features, integrations and plug-ins, as well as maintenance costs. It’s a good idea to discuss these costs with your vendor in advance so that you know exactly what you’re getting into.

The Most Popular Help Desk CRM Software

Finding the right software for your needs can be a bit intimidating. To make the process a little easier for you, here’s a list of the most popular help desk CRM software on the market today, according to our data.

Freshdesk

Freshdesk is a cloud-based help desk CRM system that offers multi-channel support, automatic ticket routing, custom reports and analysis, AI support, and a host of other features and tools. Employees can access the interface from both web browsers and on mobile, ensuring they can serve customers from anywhere with an internet connection.

Freshdesk

Collaboration and ticket management with Freshdesk. Source

Salesforce Service Cloud

Salesforce Service Cloud is a comprehensive customer service and help desk tool. Its Lighting Console and case management tools offer a 360-degree view of customers, so agents always have the information they need to serve clients best. Salesforce Service Cloud also offers multi-channel support, telephony integrations, service analytics and more.

Salesforce Service Cloud

Salesforce Service Cloud agent workspace. Source

Zendesk

Zendesk is a cloud-based help desk CRM platform that provides streamlined solutions for customer and sales support. Zendesk offers customizable, shareable and pre-designed dashboards which can be used to visualize, interpret and analyze real-time data for actionable insights. It also features a unified workspace and collaborative tools for team-driven issue resolution.

Zendesk

Ticket handling with Zendesk. Source

 

 

Questions To Ask

Before you embark on your software selection journey, it’s important to ask yourself and members of your team some questions to determine your specific needs.

Here are some questions that you can ask to spark internal discussion:

  • What’s our budget?
  • How many employees will use the software?
  • What kind of training will our employees need to use the software?
  • What are the key pain points we’re facing in our operations and does the software address them?
  • How well does the software integrate with our current system?

Help Desk CRM Software Key Questions

You should also ask external vendors and software providers some questions to determine whether their software matches up with your requirements. Here are some questions you can ask vendors, about the vendor and the software:

  • Do you have experience serving business buyers in my specific industry?
  • What kinds of CRM integrations and extensions do you offer?
  • Is the software customizable to specific business needs?
  • How do you ensure data security?
  • Are there any additional costs (integrations, maintenance, etc.) that I should be aware of?

Next Steps

Help desk CRM software helps you provide customers the service experience they expect. By combining the power of good service with effective customer relationship management, you can empower your agents to handle their tasks better and keep your customers satisfied.

We hope this guide was a helpful starting point. For more research into the best help desk CRM platforms, check out our comparison report. We wish you luck in your software selection journey!

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About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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