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Help Desk Software
Help Desk software enables organizations to respond more efficiently to users. Support software can aid in answering technical and functional questions by providing improved methodologies for ticket tracking, IT management and customer service support. Integrating these elements improves the ability of customer service departments to provide fast and effective support to employees, end users and customers. Help Desk solutions can also facilitate the flow of new information from users, contributing to an organization's existing knowledge base. Help Desk software is related to Call Center software and Customer Service software . Read more Read less
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490 results
SysAid All-in-one Help Desk software helps organizations streamline IT operations and deliver better service. Try IT Now.
Learn more about SysAid
SysAid all-in-one Help Desk software is helping organizations streamline IT operations and deliver better service. It includes a suite of tools for Ticketing Management, Problem & Change Management, Reporting, and built-in Asset management. SysAid Help Desk is easy to use and configure, making it a good choice for organizations of all sizes. It is also highly scalable, so it can grow with your organization as your needs change.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier.
Learn more about Zoho Desk
Zoho Desk is Zoho's flagship web-based help desk software that helps companies deliver lasting customer experiences. It aims to make customers happier, agents empowered, and businesses healthier. With Zoho Desk, you can deliver seamless omnichannel support, improve agent productivity at scale, customize your help desk, leverage powerful AI capabilities, automate mundane tasks, get live performance insights, and deeply integrate with apps you use daily - all without spending a fortune.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
ConnectWise PSA (formerly Manage): Powerful ticketing system with centralized communication & integrates with tools you currently use.
Learn more about ConnectWise PSA
Streamline your client service processes with ConnectWise PSA's (formerly ConnectWise Manage) powerful help desk platform. ConnectWise PSA leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise PSA's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently.
Learn more about ConnectWise PSA
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Speed up resolution times and automate workflows with scalable IT and HR help desk software.
Learn more about Zendesk Suite
Zendesk provides a modern HR and IT help desk experience that saves time through convenient automations and optimized workflows. Zendesk help desk ticketing software simplifies internal and external support, with 60% of customers seeing CSAT increase and 85% gaining better visibility after implementing Zendesk. Power up your support with software that alleviates common pain points by deflecting more tickets and speeding up resolution times. Choose the smart, scalable support solution.
Learn more about Zendesk Suite
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences.
Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient.
Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere.
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets.
By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient.
Learn more about NinjaOne
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently.
Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot.
Learn more about HubSpot Service Hub
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Atera is the ultimate, AI-powered all-in-one help desk solution for MSPs and IT pros. Try for Free now!
Learn more about Atera
Atera’s all-in-one help desk and RMM platform is specifically tailored to help IT professionals achieve superior efficiency. AI-powered Ticketing, IT Automation, and Reporting — all in one dashboard. Resolve 50% of tickets before you even get them with AI-based Tier-1 support, and supercharge your ability to work through problems with AI-suggested solutions, scripts, and automations. Gain visibility and control over daily work with our various integrated solutions.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Front is how companies scale customer support, combining the efficiency of a help desk with the familiarity of email.
Learn more about Front
Front is a customer operations solution that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too!
Learn more about Freshservice
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales!
Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support.
The HelpOnClick Live Chat software includes the following main features:
Real-time traffic monitoring
Virtual chat agent
Customizable icons and texts
Integration with Facebook
Integration with major CRM, CMS, Help Desk systems
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
OneDesk's software combines helpdesk and project management into a single application. Manage customer tickets and projects in one app.
Learn more about OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place.
Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
HaloCRM is a cloud-based help desk solution for businesses of all sizes.
Learn more about HaloCRM
HaloCRM is a powerful help desk solution, designed for growing teams in need of an all-inclusive tool that scales limitlessly. With no hidden fees or locked features, HaloCRM's omnichannel platform offers advanced reporting, knowledge base management, automation, ticket management, SLA's and much more. Quick to launch, master and scale, HaloCRM can flexibly centralise your customer communications with powerful yet intuitive functionality to drive exceptional customer satisfaction.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Alcea HelpDesk is a complete tracking system that includes Issue Tracking, Knowledge Base, Contract & Opportunity Tracking
Learn more about Alcea Helpdesk
Alcea HelpDesk is part of a complete tracking system that will give companies a competitive advantage. It isn't just a Help Desk tool, it is an all in one tracking platform to give your organization the ability to provide faster response times, increase productivity, and ensure that reported issues are being handled. Using Alcea's powerful workflow rules to flag incidents that fall below performance standards, Alcea HelpDesk ensures that emergency notifications cause the item to be escalated.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
InvGate Service Desk is a modern help desk built for IT support centers of all sizes.
Learn more about InvGate Service Desk
InvGate Service Desk is a modern help desk built for IT support centers of all sizes, with a particular eye on business process and standards compliance.
Learn more about InvGate Service Desk
Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
LiveChat is a complete customer service platform that creates the ultimate customer-centric experience while boosting your sales.
LiveChat is an easy-to-use platform that enables businesses to provide seamless customer service while reducing response times and increasing customer satisfaction. By integrating with other services, such as CRM systems and payment gateways, and providing powerful analytics capabilities, LiveChat helps businesses deliver a great customer experience while boosting sales. Thanks to the full customization of its widget, with just a few clicks, LiveChat becomes an integral part of any brand.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Start for Free with LiveAgent and build amazing customer relationships with the ultimate help desk tool for companies of all sizes.
LiveAgent, ranked among the best Help Desk software with a 4.7 score from 1400+ reviews, offers a comprehensive array of features for excellent customer support.
Join renowned companies like BMW, Yamaha, and Huawei in delivering first-class support to over 150 million end-users worldwide.
Start your journey with a 1-month free trial – no credit card required.
This Cyber Monday, get 75% off for the first 3 months using code CYBERMONDAY75. Use at checkout December 10th 2023.
Learn more about LiveAgent
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Help customers help themselves with AI-enhanced tools built to streamline the support process.
Intercom's Help Desk offers an exceptional support solution for businesses. With streamlined workflows and powerful AI-driven tools, it optimizes customer interactions. Teams can effortlessly manage inquiries, resolve issues, and maintain client satisfaction. A seamless user experience combined with advanced features makes Intercom's Help Desk an essential asset for modern customer support.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 12 million companies in cloud and on-premise.
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 12 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for unlimited number of users.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level.
Learn more about Salesforce Service Cloud
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license.
Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads.
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI.
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today!
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Tidio is a help desk platform that enables you to provide superb customer support and generate sales with live chat & chatbots.
Tidio is a powerful, all-in-one help desk platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more.
Additionally, you can connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world.
Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more.
Supremo is customizable and UAC compatible.
It can be used on an unlimited number of devices and requires no configuration or installation.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Easy to use and affordable remote control and remote IT administration tool for Windows, Mac, and Linux platforms.
Dameware is synonymous with affordable, reliable, and safe remote support software. SolarWinds offers two remote support solutions: on-premises or cloud based. Dameware Remote Everywhere (DRE) is the fast, simple, and lightweight cloud-based version designed to help IT professionals respond to and solve issues quickly. Dameware Remote Support (DRS) is an affordable and easy-to-use on-premises software designed to simplify and accelerate remote IT administration tasks.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service.
Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
IT service management solution designed to help growing IT organizations facilitate collaboration across teams to identify the root cause of problems and manage incidents to boost productivity. ServiceNow lets teams use AI-enabled virtual agents to use custom templates and manage requests related to common customer service and HR situations. Features of the platform include change and release management, predictive intelligence, and knowledge management.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly.
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
ServiceDesk Plus helps IT and other enterprise departments to build their own custom help desks with unique workflows and automations.
IT help desks can leverage ServiceDesk Plus to deliver better support experiences by converting every support email into a ticket and automating the ticket resolution process. Tickets can be categorized, prioritized, and routed to the right specialists and support groups with rule-based automations, visual workflows, and AI- and ML-based algorithms. End users can also report issues, request services, and browse knowledge articles from customized self-service portals.
Learn more about ManageEngine ServiceDesk Plus
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Timesheets by Tempo: AI-driven time-tracking, reliable data, efficient operations. Effortlessly track support time.
Enhance your help desk operations with Timesheets by Tempo, the leading time-tracking app in Jira. Leverage AI-powered automated time-tracking for valuable insights. Generate reliable data for reporting, invoicing, and accounting, streamlining help desk management. Effortlessly track time and enhance visibility for efficient help desk operations. Make data-driven decisions, measure performance accurately, and provide exceptional customer support with Timesheets by Tempo.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Cloud-based IT support software for SMBs with in-house and remote teams.
Simplify the help desk experience. GoTo Resolve makes IT easier than ever with a modern approach to ticketing and issue resolution. As day-to-day work gets more complicated, help desk processes need to get simpler. Our modern, flexible tools let agents and end users give and receive support, the easy way. Give IT agents and end users options to seek and offer help where it’s easiest for them. GoTo Resolve’s flexible ticketing offers multiple ways of working to suit what’s best for your teams.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Everything your help desk needs to triage and resolve tickets quickly and easily. Backed by industry-leading, 24/7 technical support.
Is your IT help desk flooded with requests from every direction? Work smarter, work happier, and manage it all with automated help desk software designed to receive and triage tickets in one centralized location. With timeliness, transparency, and full issue oversight, you and your customers can stay on track anywhere, anytime.
Learn more about Issuetrak
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch.
Features include:
- Live Chat
- Chatbot
- Email Marketing
- Help Desk
- Knowledge Base
- Popups
- Mobile apps
Try HelpCrunch for free for 14 days.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Reputation provides a 360-degree view of online reputation to effectively manage reviews, business listings, social, & customer surveys
Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow - including CX, Operations, and much more. We refer to this process as Reputation Experience Management, a category we created.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Vivantio's fully configurable help desk empowers service teams to deliver unparalleled support to internal and external customers.
Vivantio's fully configurable help desk empowers service teams to deliver unparalleled support to internal and external customers.
Elevate beyond traditional ticketing to a platform that anticipates needs with predictive analysis, streamlines operations for unparalleled efficiency, and scales seamlessly with your organization's growth. With Vivantio, you can ensure rapid issue resolution, drive customer loyalty, and leverage best practices to do more with less.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences.
Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team.
Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Real-time remote control of a customer's computer over the web for help desks, support software, IT organizations, and more.
LogMeIn Rescueby GoTo is a powerful, easy-to-use remote support solution for PCs, Macs, mobile devices, and more. Rescue is built to serve teams of all sizes, from small helpdesks to the world's largest support organizations, and everyone in between. Rescue helps you provide technical support to your employees, your customers, or both, with a solution that is fast, reliable, secure, and easy to use.
Learn more about LogMeIn Rescue
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Superchat gives businesses an easy way to communicate with customers and to create unique customer experiences.
Superchat gives businesses the tools they need to communicate efficiently. The messaging platform helps businesses from different industries create unique customer experiences. Our unified inbox combines channels like WhatsApp, Instagram, E-Mail etc. in one software. Superchat also allows sending personalized WhatsApp newsletters that are GDPR-compliant and tailored to your target group.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more.
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale.
Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
No-code platform enhancing customer engagement and aiding support teams. Design flows, automate tasks, use AI for human-like response.
Tiledesk is a no-code customer support and engagement platform that offers the Design Studio, enabling you to design conversation flows and automate tasks with drag-and-drop technology. It leverages the power of ChatGPT to generate LLM-powered responses that are human-like. Tiledesk also offers omnichannel messaging, AI chatbot, knowledge base, and analytics. With Tiledesk, you can integrate your bot with various digital channels including websites, WhatsApp, FB Messenger, and more.
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Features
- Alerts/Escalation
- Reporting/Analytics
- Remote Access/Control
- Service Level Agreement (SLA) Management
- Call Centre Management
- Email Management
- Self Service Portal
- Automated Routing
- Support Ticket Management
- Access Controls/Permissions
- Real Time Notifications
- Interaction Tracking
Help Desk Software Buyers Guide
Table of Contents
What is help desk software?
Help desk software lets organizations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.
By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organization's existing knowledge base. Help desk software is also known as IT ticketing systems.
The benefits of help desk software
- Increase customer satisfaction. High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
- Improve employee productivity. When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.
Typical features of help desk software
- Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
- Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
- Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
- Self service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
- Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.
Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.
Considerations when purchasing help desk software
- Integration with existing customer tools. If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
- Try before you buy. As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
- Be realistic about your budget and the total cost of ownership. As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent $1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.
Relevant help desk software trends
A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:
- Conversational user interface and help desk chatbots. Alexa and Siri have popularized the idea of a conversational user interface - using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
- AI and "anticipatory customer service." AI and machine learning are hot topics in just about every industry right now, and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to a Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.
