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Explore the most reviewed products by our users on the Help Desk & Ticketing Software

454 results
Improve any customer interaction with Mobile Service Cloud. Easily manage live chat, email, WhatsApp and other channels in one inbox. Learn more about Mobile Service Cloud
Mobile Service Cloud is a customer service solution that empowers agents across industries to deliver personal customer service experiences. Make interactions as easy as possible for both customers and employees. Use the Agent Inbox to interact with your customers through their preferred channels such as WhatsApp, Live Chat, Instagram Messaging, Apple Business Messaging, or Voice. Mobile Service Cloud also includes a chatbot to automate your conversations with a seamless handover to an agent. Learn more about Mobile Service Cloud

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Freshdesk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
(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. Learn more about Freshservice

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Symphony SummitAI effortlessly brings service and asset management together in one platform with AI-driven knowledge intelligence. Learn more about SummitAI
Symphony SummitAI is an enterprise-class IT Service Management solution best suited for companies with 1000-100,000 employees. SummitAI effortlessly brings service and asset management together in one platform with AI-driven knowledge intelligence, helping your help desk achieve greater levels of responsiveness. SummitAI uses machine reasoning and codeless workflow-based automation to delivers up to 20% annual savings in IT help desk operations, and up to 45% greater total cost of ownership. Learn more about SummitAI

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
HaloITSM is a single, all-inclusive ITSM software solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike. It wont just standardize your processes, but it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future. Learn more about HaloITSM

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A self-hosted and cloud ticket-based support system with a knowledge base for businesses of all sizes. Learn more about Faveo Helpdesk
Faveo Helpdesk is open-source software that can be accessed by unlimited agents. Headquartered in Bangalore, Faveo HELP DESK provides Businesses with an automated Helpdesk system to manage customer support. It is specifically designed to cater to the needs of startups and SMEs empowering them with state of the art, ticket based support system. In today's competitive startup scenario customer retention is one of the major challenges. Learn more about Faveo Helpdesk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about JIRA Service Management

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Extremely flexible service desk and asset management platform with a user-friendly way to chat with potential customers. Learn more about Mint Service Desk
Mint Service Desk is a powerful platform that contains the functionality of the service desk and asset management all in one. Key features: - flexible asset management structure - ticketing system integrated with asset management - email integration - custom ticket types - dynamic fields - document templates and many more. Mint Service Desk is certified by SERVIEW. Learn more about Mint Service Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sprinklr helps brands provide world-class customer service at enterprise scale—powered by the industry’s most advanced AI engine. Learn more about Sprinklr
Best for: Large companies with 200+ employees Sprinklr Modern Care Lite is an out-of-the-box, enterprise-grade contact center solution you can roll out in just minutes — freeing you to focus on meeting your customers’ expectations, instead of digging through reports or training your teams. Learn more about Sprinklr

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Zoho Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A unified AI-powered solution to simplify ticket management & empower your HelpDesk teams with robust reporting and anaytics. Learn more about Infraon Desk
Infraon Helpdesk is a fully integrated and low-code platform equipped with an easy-to-use web UI to integrate all support experiences. Empower your customers, agents, and internal teams with AI-powered workflows and auto-suggestions to remotely manage resolutions Respond to customers from a single location while utilizing advanced features like email to ticket, Ticket creation via WhatsApp, and intelligent chatbots. Learn more about Infraon Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO. Learn more about InvGate Service Desk
InvGate Service is an ITIL certified ITSM solution, with modern ticketing interface, workflows, change, problem, request and IT Asset management (ITAM). Available as cloud-based SaaS or On-Premise implementation and 100% code-free configuration, InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution without the overhead of extensive implementations and high cost of ownership. Learn more about InvGate Service Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Start for Free with LiveAgent and build amazing customer relationships with the ultimate help desk tool for companies of all sizes. Learn more about LiveAgent
LiveAgent is a fully-featured help desk software solution that helps you bring personalization to your customer support interactions. Streamline all communication channels and manage them from a single unified inbox. Enjoy social media integrations, live chat widgets, self-service portals, knowledge management, and more. LiveAgent delivers the best customer experience to 150M end-users worldwide. Start with a 14-Day Free trial, no credit card required. Learn more about LiveAgent

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The smart customer engagement platform that unifies all messaging channels into one single view. Make customer communication easy. Learn more about Trengo
Discover Trengo, the smart customer engagement platform that unifies all messaging channels into one single view. Answer messages from traditional channels like Email, VoIP and SMS; but also modern channels like WhatsApp, Facebook Messenger, Instagram, Twitter, Website chat, Google Business messages, WeChat & Telegram from one platform. Use the powerful collaboration features, automate conversations with bots, and measure CSAT via any channel. Make customer communication easy. Learn more about Trengo

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise. Learn more about Bitrix24
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 8 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 teams up to 12 support agents. Learn more about Bitrix24

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
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. Learn more about Agile CRM

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
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. Learn more about EngageBay

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more. Learn more about GreenRope
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. Learn more about GreenRope

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY. Learn more about Gorgias
The ONLY helpdesk specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial in minutes. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Proactive customer support tool designed to reduce tickets and improve customer experience with dynamic chat and a help desk features Learn more about Froged
The all-in-one solution to provide proactive customer support, increase customer engagement & improve retention. Our tool is designed to nurture your customers throughout their entire lifecycle. Serve your customer's unique needs with dynamic chat, personalized product flows, email campaigns, an integrated knowledge base, and automated messages. With FROGED you will be able to increase engagement, retention, and reduce churn. Over 2K integrations available. Start a 7-day FREE trial today! Learn more about Froged

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Virima provides enterprises with a visual CMDB, hybrid discovery, ViVID Service Mapping, and work from anywhere IT Asset Management. Learn more about Virima
Virima SaaS reduces the cost and complexities of managing enterprise IT systems and assets dispersed amongst on-premise, cloud, and remote workers. Virima discovers and inventories hardware and software assets, automatically monitors each for configuration changes and leverages machine learning to identify asset relationships and their role in supporting mission-critical business services. These dynamic relationships and dependencies are brilliantly mapped within Virima's Visual Impact Display. Learn more about Virima

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
FusionCX is the first one in the Contact Center industry to bring Helpdesk and Omni Channel Contact Center capabilities in one solution Learn more about Ameyo FusionCX
FusionCX allows comprehensive End to End Experience (From Front Office to Back Office) and not just Contact Center KPIs management. Fusion CX's USP of omnichannel contact center and a Customer Service CRM in a single platform eliminates gaps in the customer engagement market, delivering a full-fledged seamless customer experience solution for businesses across all dimensions. Learn more about Ameyo FusionCX

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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 Learn more about HelpOnClick

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
TIKTING® Help Desk & Change Management System. ITIL v4 Compliant ITSM Priority, Levels and SLA AI Tickets KB & Chat Fully Customizable Learn more about TIKTING
Built using Microsoft technologies, focus on speed and reliability. SaaS or On-Premises Deployment Auto Ticket Creation & Assignment Advanced Search & Filters Custom Roles Groups, Teams, Departments, Sites Categories, Sub-Cat, Levels & Tags Assignable Sub-Tasks Worklogs & Complete History Reports & dashboards Custom Notifications, Alerts, Reminders Microsoft AD Sync Q&A based Knowledgebase Mobile Apps Chat System Documentation Custom Hours Mail Server Integration Automatic Backup Provisioning. Learn more about TIKTING

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Speed up resolution times and automate workflows with scalable IT and HR help desk software.
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Remote Support

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about LiveChat

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Intercom is redefining how businesses support their customers using powerful messaging and automation.
Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams. Learn more about Intercom

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about TeamSupport

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Apptivo

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about ISL Light

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about SolarWinds Service Desk

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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! Learn more about Spiceworks

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about NICE CXone

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Supremo Remote Desktop

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today.
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today." Learn more about SysAid

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Tidio

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now!
Atera’s all-in-one platform provides IT professionals with various integrated solutions that help them get access, visibility, and control over daily IT work. This includes Remote Monitoring & Management, Helpdesk, IT Automation, Ticketing, and Reporting – all under one roof. Our pay-per-tech model allows IT teams & MSPs to optimize and scale operations across unlimited devices, while reducing menial tasks so they can focus on the work that matters most. Learn more about Atera

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Front is how companies scale customer support, combining the automation of ticketing software with the personal touch of email.
Front's Helpdesk software was built with agent and customer experience in mind. Front unifies conversations from email, web, chat, SMS, social, and more to help resolve issues across all channels effortlessly. Front's no-code automation means that your teams can work smarter, not harder -- increasing productivity while decreasing operational costs. Discover why brands like Dropbox, Shopify, Airbnb, and over 8,000 others trust Front to power their operations. Learn more about Front

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConnectWise PSA (formerly Manage): Powerful ticketing system with centralized communication & integrates with tools you currently use.
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Yonyx

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about Help Scout

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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. Learn more about HelpCrunch

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient.
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

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. Learn more about Vivantio

Features

  • Alerts/Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing

Help Desk & Ticketing Software Buyers Guide

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.

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.