Categories   >   Online Help Desk Software
Last Reviewed: November 22nd, 2024

Best Online Help Desk Software Of 2024

What is Online Help Desk Software?

Online Help Desk Software provides businesses with a centralized platform to manage, track, and resolve customer support queries. It addresses issues such as inefficient communication, untimely responses, and poor tracking and resolution of customer issues. The tool is crucial in enhancing customer service, improving response times, and escalating critical issues effectively. Key functionalities include ticket management, reporting, and automation of repetitive tasks. AI and chatbot integration have emerged as dynamic features for providing consistent and immediate customer support. Industries such as retail, finance, and IT, with a prevalent reliance on customer satisfaction, gain significantly from this software. Its limitations might include the learning curve for staff and the necessity of regular updates In conclusion, Online Help Desk Software offers a strategic advantage to any business, ensuring smooth, efficient customer service operations, and ultimately fostering improved customer satisfaction and loyalty.

What Are The Key Benefits of Online Help Desk Software?

  • Enhances customer service
  • Improves response times
  • Streamlines ticket management
  • Automates routine tasks
  • Supports chatbot integration
  • Ensures timely escalations
  • Provides reporting tools
  • Simplifies problem tracking
  • Facilitates correspondence recording
  • Offers omnichannel support
Read more

Overall

Based on the latest available data collected by SelectHub for 33 solutions, we determined the following solutions are the best Online Help Desk Software overall:

Zendesk
Zendesk
Start Price
$55
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 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
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

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
Mac Windows Linux Chromebook Android
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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. 
Freshdesk
Freshdesk
Start Price
$15
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

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
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

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
Request Pricing Request Demo

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. 
Spiceworks
Spiceworks
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

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. 
LiveChat
LiveChat
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked LiveChat

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Pros & Cons

  • Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
  • Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
  • Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
  • Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
  • Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.
  • Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
  • Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
  • Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
  • Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
  • Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Key Features

  • Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
  • Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
  • Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
  • Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
  • Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
  • Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
  • File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
  • Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
  • E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
  • Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 
Agile CRM
Agile CRM
Start Price
$8.99
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Agile CRM

Agile CRM is a unified platform that aids sales, marketing and service efforts through features such as sales tracking, contact management, marketing automation, web analytics, two-way emails, telephony and helpdesk. It provides exceptional automation and is easy to use, even though it’s difficult to set up initially and some reviews indicated the need for a cleaner UI and more modern email templates. However, it also boosts efficiency with customizations and integrations, while having helpful avenues for receiving support. The software is slightly overpriced for the features offered but is robust when it comes to performance. It’s best for small and medium businesses looking to get their workflows organized and automated to avoid manual workloads.

Pros & Cons

  • Automation: 100% of the users who mention this feature said that the platform helps eliminate manual work by automating all the required actions.
  • Ease of Use: The platform is easy to use, with 70% of reviews referencing it stating that the system simplifies tasks and usage.
  • Support and Knowledge Base: 78% of users who mention support suggested customer service and the knowledge base are useful and help resolve queries.
  • Easy Integrations and Customization: Powerful features and integrations help scale productivity and speed up workflows, according to 61% of reviews mentioning integrations and customizations.
  • Not Cost-Effective: 66% of the users who reviewed the pricing mentioned Agile CRM is slightly pricey.
  • No Modern Templates: The platform could benefit from newer and more modern email templates, as noted by 100% of the reviews referring to this feature.
  • Difficult Setup: 75% of users who reviewed the setup suggested that the platform can initially be a little intimidating and challenging.
  • Clunky User Interface: The UI is outdated and not very interactive, according to 100% of the users who mentioned the interface.

Key Features

  • Marketing Automation: Makes building workflows for drip campaigns easy with a drag-and-drop designer. Autoresponders, email scheduling and automated social posts further increase efficiency. 
  • Email Marketing: User-friendly tools help build emails, conduct outreach and track results. Includes a drag-and-drop editor, custom and off-the-shelf templates, personalization, integrated lead scoring, contact list import, real-time alerts, and more. 
  • Multichannel Campaigns: Boost promotion and brand awareness efforts with a diverse approach to reach an audience on their preferred platforms, from social media to email to SMS. 
  • Landing Page Builder: No-code tools and templates remove the hassle from the design process for non-technical users, while a code editor empowers tech-savvy users to customize as they need. Web forms aid lead gen efforts and responsive design ensures a proper layout on any device. 
  • Web Forms and Popups: Pre-configured and customizable templates help capture more leads via website popups and forms. Place anywhere and specify popup timing. Email alerts notify about new form submissions and automated routing sends leads to predetermined campaigns. 
  • Social CRM: Sales, marketing and service teams can seamlessly incorporate social channels into their efforts via integrations with Facebook, Twitter, Google Plus and Tower Data. This supports scheduled posts, campaigns, helpdesk responses, lead discovery and more. 
HelpDesk
HelpDesk
Start Price
$29
Per Agent, Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked HelpDesk

Can HelpDesk help your business with its exceptional service? Recent user reviews highlight HelpDesk's intuitive interface as a key strength. Users, particularly those in mid-market companies, praise its ease of use and quick implementation process, making it a favorite among those transitioning from other platforms. For example, one user stated that "the whole implementation and data migration [were] super fast." However, some users find the platform could be more interactive and the user interface, while generally considered decent, could be more visually appealing. A specific critique is that the "featured articles" section sometimes displays irrelevant content. Despite these minor drawbacks, HelpDesk's straightforward design and robust features, such as customizable ticketing lists and automated messaging, make it a practical choice for businesses of all sizes. Users emphasize its ability to streamline customer support workflows and improve response times, which is crucial for maintaining a positive brand image. In conclusion, HelpDesk is best suited for businesses seeking a user-friendly, efficient, and affordable help desk solution, particularly those prioritizing ease of use and seamless integration.

Pros & Cons

  • Streamlined Processes: HelpDesk can define the lifecycle of a support ticket from receipt to resolution, promoting team clarity and efficiency.
  • Reduced Workload: HelpDesk can provide support agents with the precise information needed, such as customer payment details, at the right time to expedite issue resolution.
  • Improved Security: HelpDesk can enhance IT network security, although specific details were not provided in the context.
  • Enhanced Customer Experience: HelpDesk can offer an omnichannel experience, ensuring consistent support through various communication channels like phone, email, and live chat.
  • Impersonal Responses: Automated responses can frustrate customers, especially for urgent issues, making them feel unimportant and hindering their experience.
  • Limited Features in Free Versions: Free help desk software often lacks advanced features like automation or integrations, hindering a company's ability to provide a comprehensive customer service experience.
  • Slow Support Response Times: Long wait times for help desk support, especially with free software, can negatively impact customer satisfaction and lead to further issues for users.

Key Features

  • Ticketing Management: Improve workflow and simplify the customer support processes by managing client messages, emails and requests from web forms in a single and collaborative AI-supported ticketing system. Group tickets together and generate a custom ticket list based on specific filters and prioritize/assign items to the team inbox based on keywords. 
  • Team Collaboration: Coordinate teams easily using private notes, automated assignments and initiate quick, intelligent workflows 
  • Automation: Automate repetitive tasks to optimize response time. Create computerized workflows to accelerate processes and reduce manual work. Get instinctive messages and notifications when a new ticket arrives, even when logged out. 
  • Analytics: Access the team’s performance and success rates through auto-generated reports and data. Analyze customer feedback, check response time after ticket arrives and spot peak times. 
  • Personalization: Customize workflows, signatures, messages, emails and portals to fit a brand’s personality and style. Reply to tickets using the company’s domain for long-lasting impressions and optimum productivity. 
  • Communication: Check communication history and delivery status of messages to get to the right customer at the right time. Send customized messages with formatted texts and images to make communications more engaging. 
  • Multichannel Communication: Consolidate all the support-related communication channels, including email, tickets, phone, chat and the website to ensure query resolution in a single app. 
  • Security: Access security features such as a 256-bit SSL secure connection, built-in anti-spam protection, Google login, security assistance and audit log to ensure customer’s data is protected.  
  • Customer Self-Service: Enable customer self-service with knowledge base articles and automated suggestion pop-ups by highlighting critical issues into resolvable tickets. 

COMPARE THE BEST Online Help Desk Software

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Online Help Desk 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.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
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
Freshdesk
$15
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Freshdesk
Bitrix24
$39
Monthly
Yes
Small Medium Large
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
Spiceworks
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Spiceworks
LiveChat
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveChat
Agile CRM
$8.99
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Agile CRM
HelpDesk
$29
Per Agent, Annually
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
HelpDesk

All Online Help Desk Software (33 found)

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Salesforce Service Cloud

by Salesforce.com
Salesforce Service Cloud
Salesforce Service Cloud, a help desk software from Salesforce.com, streamlines customer service operations for businesses of all sizes. It offers a comprehensive suite of tools for managing customer inquiries, tracking cases, and providing personalized support across multiple channels. Salesforce Service Cloud is particularly suited for organizations looking to enhance customer engagement, improve efficiency, and gain a 360-degree view of customer interactions. Its key benefits include automated case management, self-service portals, knowledge base management, and real-time reporting. The software's user experience is highly customizable, allowing businesses to tailor it to their specific needs. It seamlessly integrates with other Salesforce products and third-party applications, providing a unified platform for customer relationship management. Pricing for Salesforce Service Cloud varies based on the number of users, support level, and additional features required. Businesses can choose from a range of subscription plans, with monthly or annual payment options available.
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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Creatio

by Creatio
Creatio
Creatio is a versatile platform that combines CRM capabilities with powerful business process management tools. It helps businesses manage customer relationships, automate workflows and build custom apps without extensive coding knowledge.Starting at $25 per user per month, Creatio stands out with its no-code development platform, allowing teams to create and modify business apps through an intuitive drag-and-drop interface. The system is great at handling complex sales processes, marketing campaigns and customer service operations.The platform is particularly well-suited for mid-sized to large organizations that need more than just basic CRM functionality. The recently updated Freedom UI makes it more accessible for everyday users, though some technical expertise is helpful for more advanced customizations.Users like Creatio for its flexibility and vast feature set, including reporting capabilities, lead management tools and customer service features. Some users have noted occasional performance issues, particularly with page load times. New users should be prepared for a learning curve due to the platform's extensive functionality.To thoroughly analyze Creatio, I took a multi-faceted approach. First, I signed up for a free trial to test the platform hands-on and explored the mobile app to understand the user experience across devices. For real-world insights, I reached out to current Creatio users and read reviews on sites like Capterra. Further, I reviewed case studies and watched tutorials to learn and make the most out of the platform's capabilities. Finally, I utilized in-depth research from SelectHub's analysts, who extensively tested and evaluated Creatio.
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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TeamSupport

by TeamSupport
TeamSupport
TeamSupport, a help desk software, empowers businesses with efficient customer support tools. It's ideal for organizations seeking to enhance their support operations. Key benefits include improved ticket management, streamlined communication, and increased customer satisfaction. Popular features include a user-friendly interface, customizable workflows, and robust reporting capabilities. TeamSupport compares favorably to similar products, with users praising its intuitive design, seamless integrations, and exceptional customer support. Pricing varies based on the number of users and support channels, offering flexible options to meet specific 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
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LiveAgent

by LiveAgent
LiveAgent
LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox. LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
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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Comm100

by Comm100 Network Corporation
Comm100
Comm100 is a live chat solution that offers real-time, personalized customer engagement. It supports multilingual services with a flexible ticketing and messaging system, automated chatbots, a self-serve knowledge base and security measures for data protection. The product connects via third-party integrations such as CRMs, eCommerce, social media and website content management channels with a systematic API. Live chat lets users engage with customers in real time using text, routing, audio, video, co-browsing, file transfer, auto-translation and more. Reports help evaluate team performance, chat expertise and overall service efficiency.
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
Request with no obligation:
Demo Pricing

Agendize

by Agendize
Agendize
Agendize is a versatile appointment scheduling and customer engagement platform used by businesses across various industries. It offers a range of key features, including robust appointment scheduling, multi-channel integration, and automation, which streamline operations and enhance customer experiences. Users appreciate its user-friendly interface and customization options, along with responsive customer support. Agendize is known for its cost-efficiency and mobile accessibility, making it accessible to a broad user base. Users believe that Agendize holds its own against similar products, citing its strengths in appointment scheduling and multi-channel integration. However, some note limitations in terms of customization and pricing when compared to other offerings in the market. Pros Efficient Scheduling Detailed Analytics Client Management Cons Limited Customization Integration Challenges Lack of Advanced Features
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
Request with no obligation:
Demo Pricing

Talisma

by Talisma Corporation
Talisma
Talisma is a sales and marketing technology solution that adds value to customer engagement and increases productivity. It helps companies empower, enable and engage with their customers through Formal Technical Review (FTR) to deliver quality-controlled activities. Users can identify customer characteristics and utilize upselling and cross-selling for maximum success. It also offers industry-specific domains, cloud deployment, integrated lead management, flexible business modeling, domain management and more to make digital marketing easy.
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

EngageBay

by EngageBay
EngageBay
EngageBay is a comprehensive software designed to streamline customer relationship management (CRM) alongside marketing, sales, and service automation. It is particularly well-suited for small to medium-sized businesses seeking an affordable, all-in-one solution to manage and nurture customer relationships, automate marketing processes, and boost sales. One of the key benefits of EngageBay is its ability to offer a wide range of functionalities at a competitive price point, making it an attractive option for businesses looking to maximize their budget. Popular features include email marketing, lead generation tools, and a centralized CRM system that helps businesses keep track of customer interactions and manage tasks efficiently. When compared to similar products, users often highlight EngageBay's user-friendly interface and the exceptional value it provides, given its lower price range. Pricing models are flexible, with options ranging from monthly to annual payments, allowing businesses to choose a plan that best fits their financial and operational needs.
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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CRMnext

by Acidaes Solutions
CRMnext
CRMNext leverages integrated technology to create an easy-to-use interface for financial institutions. It simplifies work, drives growth and delivers results with features such as sales force automation, service management, lead management, forecasting, an autoflow designer and workflow management.It also provides real-time integration, a business decision engine, sales planning, cross-selling intelligence, machine learning, analytics and more. It’s easily customizable and suitable for users without much technical knowledge. SaaS, private cloud and on-premise deployment are available.
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

SALESmanago

by SALESmanago
SALESmanago
SALESmanago is a complete AI-powered solution that delivers configurable, personalized experiences across a range of native and integrated marketing execution channels. It accomplishes this by combining advanced analytics and AI automation. Users can deliver enhanced customer experiences and improve metrics and KPIs. Capabilities include web push, website personalization, social proof, live chat, predictive analytics, advertising, a data management platform, A/B/X testing and optimization, loyalty programs and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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BMC Helix ITSM

by BMC Software
BMC Helix ITSM
BMC Helix ITSM is a sophisticated software solution designed to streamline IT Service Management processes. It excels in automating and managing tasks such as incident, problem, change, and asset management. This platform is particularly well-suited for large enterprises and industries like finance, healthcare, and telecommunications, where robust IT infrastructure is crucial. Users appreciate its intuitive interface and powerful features like AI-driven insights and predictive analytics, which enhance decision-making and operational efficiency. BMC Helix ITSM stands out for its flexibility, offering both cloud-based and on-premises deployment options. Compared to similar products, it is praised for its comprehensive functionality and seamless integration capabilities. Pricing details are not publicly disclosed, so potential users are encouraged to contact SelectHub for a tailored quote. Overall, BMC Helix ITSM is a versatile and reliable choice for organizations seeking to optimize their IT service management operations.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Vision Helpdesk

by Vision Helpdesk
Vision Helpdesk
Vision Helpdesk is a comprehensive help desk software solution designed to streamline customer support operations. It's an ideal choice for organizations of all sizes looking to improve efficiency and enhance the customer experience. Key benefits include centralized ticketing, customizable workflows, and advanced reporting capabilities. Vision Helpdesk boasts popular features such as a user-friendly interface, knowledge base management, and multi-channel support. Its customizable dashboards provide real-time insights into team performance and customer satisfaction levels. Compared to similar products, Vision Helpdesk stands out with its intuitive design and robust functionality. User reviews praise its ease of use, customizable features, and excellent customer support. Pricing is tailored to business needs, with flexible payment options available.
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
Request with no obligation:
Demo Pricing

Kloudville

by Kloudville
Kloudville
Kloudville offers a comprehensive software solution designed to streamline business support and customer relationship management (CRM) tasks. It is particularly well-suited for industries such as telecommunications, retail, and manufacturing, where managing complex customer interactions and business processes is crucial. The platform stands out with its robust features, including order management, billing, and customer engagement tools, which enhance operational efficiency and customer satisfaction. Users appreciate its intuitive interface and the ability to customize workflows to fit specific business needs. Compared to similar products, Kloudville is praised for its flexibility and scalability, making it an attractive option for growing businesses. While specific pricing details are not publicly available, potential users are encouraged to contact SelectHub for a tailored pricing quote. Overall, Kloudville provides a dynamic and adaptable solution for businesses seeking to optimize their CRM and business support functions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
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Buyer's Guide

Online Help Desk Software Is All About Providing Better Customer Support

By Kriti Sahay, Technical Writer at SelectHub

Online Help Desk BG Intro

The customer service landscape of the digital era is swiftly changing. Flexibility, scalability and accessibility are major priorities for modern companies, with virtual call centers and help desks taking the place of traditional brick-and-mortar offices. Online help desk software helps businesses keep up with these changes and stay competitive.

The software streamlines the customer support process from start to finish, from the moment a customer submits their first ticket to the point of resolution. It’s unprecedented mobility makes it easier for your customers to receive the support they need as soon as they need it.

In this buyer’s guide, we’ll go over what online help desk software is, how it can benefit your organization and how to choose the best product for your needs. Let’s get started!

Executive Summary

  • Online help desk software is a cloud-based help desk platform that allows you to streamline ticketing, resolve customer queries and manage your workforce in a virtual workspace.
  • It offers a flexible, scalable and cost-effective customer service infrastructure.
  • Before making a final decision, make sure you ask potential vendors any questions you might have about the software.
What This Guide Covers:

What Is Online Help Desk Software?

Online help desk software is a cloud-based system that allows you to manage your help desk operations online. Because it operates over the web, it doesn’t require physical infrastructure, like internal servers, or installation. Data is stored on third-party servers, usually hosted by the service provider, and can be accessed remotely.

A 2022 report by MIT found that the need for remote work spurred by the COVID-19 pandemic caused a long-term shift in the work culture of customer service employees. Remote jobs in this sector are expected to grow by 40% by 2024, and hybrid jobs by 23%. As companies adapt to this new normal, online help desk software can be an asset in helping your operations meet modern expectations.

Primary Benefits

Here are some of the ways online help desk software can help your business.

Online Help Desk Benefits

Cost-effectiveness

Traditional on-premise help desks require large office spaces and complex infrastructure. Since it doesn’t need any infrastructure to function beyond an internet connection and endpoint devices, cloud-based help desk software cuts down on these costs significantly. It’s no wonder that 55% of companies surveyed by McKinsey said they’re increasingly opting for cloud-based services.

Flexibility

Cloud-based software allows you to establish virtual offices and call centers, expanding staffing possibilities. In addition to increasing your potential talent pool, you can also employ a global workforce, making it easier to cater to customers when they need you.

A recent Salesforce report found that 83% of companies expect to interact with someone immediately when they contact a company. Employing staff in multiple locations increases your staff’s availability, making it possible for you to meet these expectations.

Scalability

Scalability is key to the success of any business. As your customer base grows, demands on your staff and resources increase too. You don’t want lack of resources or outdated tech holding you back.

Since there’s no on-premise infrastructure required, online help desk software easily scales with you. Maintenance, updates and upgrades are handled by the vendor, making it even easier to adjust your system according to your needs.

Key Features & Functionality

Ticket Management

Customers can submit support requests in the form of tickets. The software routes these tickets to agents based on skill, availability and other predetermined criteria, creating a streamlined workflow to filter, prioritize and resolve customer queries.
Call Management

Manage all phone contact with customers using tools like call recording, transcription and analytics to ensure you provide the best quality of service.

Zendesk found that the volume of customer service phone calls fielded by most businesses increased by 24% between 2020 and 2021, underscoring the importance of effective call management.
Email Ticketing

EManage support tickets submitted through emails. Schedule emails for follow-up and use receipts to check whether customers receive and open your messages.

Custom templates and email signatures provide a professional image and improve brand recognition.
Live Chat

Resolve customer queries in real time through internet-based chat clients. You can use an AI-based chatbot, a human agent or a combination of both for live chat services.

According to McKinsey, strategically integrating AI into customer service alongside human agents can help you create “superhuman agents” who provide comprehensive customer support.
Workforce Management

A comprehensive agent dashboard allows agents to view and manage their tasks on a single platform.

Time and performance tracking tools allow managers to monitor relevant KPIs and keep abreast of how their teams are performing.
Reporting and Analytics

Track various KPIs and metrics related to the performance of your help desk. Generate automated or custom reports and schedule them to update periodically to keep up with the performance over time.

Data visualization tools allow you to easily understand and interpret existing data to gain actionable insights.
Security and Compliance

Cisco’s consumer privacy survey of 2022 found that 82% of consumers are concerned about data security and are willing to change providers if they feel their information isn’t protected.

Features like data encryption, masking and redaction, IP blacklisting or whitelisting, 2FA and more ensure your customers’ information stays private and safe.
CRM Integration

Integrating your help desk system with your CRM allows you to manage your customer relationships in a more comprehensive and systematic manner.

Online help desk systems can integrate with popular CRM tools like Salesforce and SugarCRM to provide better customer relationship management.
AI-based Features

AI can simplify and automate many routine procedures, improving productivity. Automatic ticket routing and prioritization, chatbots for customer service and automated reports can help drive productivity.

AI-based sentiment analysis can help agents prioritize tickets in a way that improves customer experience.
Online Help Desk Software Categories

Software Comparison Strategy

Finding the ideal online help desk platform in today’s market can be like finding a needle in a haystack. To make your search easier, you need a well-planned software comparison and selection strategy.

The first step is to determine what your business needs. Though most online help desk software have features that can support almost any business, make sure the platforms you consider meet your unique requirements. What challenges are you currently facing, and which features would help you address them? If you’re struggling with this step, our requirements template can help you get a clear sense of what you need.

Next, list top market solutions and compare them in terms of pricing, features, customer support options and customer reviews. Before committing to any solution, you’ll want to have a conversation with potential vendors and make sure all of your questions are answered. Make sure to go through vendor websites, talk to customers who have worked with them and read online reviews about their services.

Cost & Pricing Considerations

Since online help desk software is deployed on cloud, it usually follows the SaaS model where software vendors offer subscription plans. Payments are recurring and can be monthly, quarterly or annually. Vendors usually offer tiered pricing, with more expensive pricing plans coming with more features. If you only need basic features, you can go for a more affordable pricing plan.

Long-term expenses could include version upgrades, add-on features and plug-ins. Maintenance, security patches and other routine upgrades are usually included in the subscription plan. Make sure to discuss these costs with your vendor and have a clear understanding of what’s being offered at the price you’re paying.

The Most Popular Online Help Desk Software

Let’s look at some of the most popular online help desk tools on the market today.

Freshdesk

Freshdesk is a cloud-based help desk platform that can increase customer engagement and satisfaction by simplifying ticketing, streamlining operational workflows and automating processes. This platform offers various field service modules, including quick query resolution, omnichannel customer engagement and automated ticket routing.

Freshdesk

Ticket management with Freshdesk. Source

Salesforce Service Cloud

Salesforce Service Cloud is a help desk automation tool that provides omnichannel ticketing support, customizable knowledge bases, telephony integration, service analytics and a host of other tools. Salesforce Service Cloud helps make your customer service workflows more efficient and productive, and enables agents to better, more personalized and faster service

Salesforce Service Cloud

Salesforce Service Cloud agent dashboard. Source

Zendesk

Zendesk offers streamlined sales and customer support products that allow agents to solve problems efficiently, track issues and prioritize support tickets. Its omnichannel support allows organizations to deliver world-class support by phone, chat, email, social media and more. It also offers built-in routing to reduce resolution time and ensure the appropriate customer-to-agent fit. For more information, see our Ultimate Zendesk Review.

Zendesk

Live chat-based support with Zendesk. Source

 

 

Questions To Ask

It’s important to have a thorough discussion with your team and with various software vendors to make sure the software you choose can meet your needs. Keeping the considerations we have already mentioned in mind, here are some questions you can use for internal discussions and for vetting vendors.

Here are some questions to ask internally:

  • What’s our budget?
  • How many employees will use the software?
  • What are some of the challenges we are facing in our help desk operations?
  • How does this software help us address those challenges?
  • Is the software customizable to our specific organizational needs?

Online Help Desk Key Questions

Make sure to ask your vendor about their services and the software before finalizing which software to buy:

  • How many years of expertise do you have in the industry?
  • What customer support and training do you offer?
  • What kind of CRM integrations do you offer?
  • What protocols do you follow to ensure data security?
  • Are additional plug-ins or integrations needed to help the platform function at its full potential?

Next Steps

Online help desk software can help you streamline your customer service operations and improve productivity while also cutting costs. We hope this guide helped resolve some of your questions about online help desk software, its benefits and things to consider when searching for the right tool for your needs.

Still feeling overwhelmed? Try our software comparison report to get in-depth insights into top software leaders. We wish you the best on 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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