Help desks are no longer considered as functional components of tech support. They have now taken over as an indispensable tool to deliver exceptional customer experiences. By using support software, businesses today are able to save nearly 670 working hours in a year!
Adding to that, technology has become a necessity for businesses to function in today’s competitive digital world. With tech wars heating up, businesses can no longer afford to have run-of-the-mill IT support services in place!
Modern tech stacks may be a lot more advanced and reliable, but that doesn’t mean that you will never run into glitches and technology issues that need the support of experts, in this case — information technology professionals.
Considering the pace at which businesses are growing, it’s best to ensure that your IT support staff is able to maintain high productivity levels, resolve customer requests at record speed and manage all the incoming support requests with ease.
The good news is that you can do all that with IT help desk software.
These help desk support tools have come to be the holy grail for IT support teams. They help teams streamline and track all the tech support issues that come their way from both employees and customers (for businesses that deal in IT products and services).
In this detailed guide, we’ll not only share the list of top IT help desk software but also uncover everything you need to know about IT help desks and the benefits of using one.
Table of Contents
- What is an IT help desk?
- Benefits of using an IT help desk software
- 10 of the best IT help desk software [Pros, Cons, Price and more]
- Over to you
What is an IT help desk?
IT help desks are centralized platforms to provide users with technical support for products and services that they use.
There might be some confusion on how IT help desks are different from IT service desks — we’ll help you get to the bottom of this.
The IT service desk primarily focuses on managing service requests and incidents. Apart from resolving tech issues, you can also use service desks to improve the overall quality of your services. On the other hand, the IT help desk’s main goal is incident management or handling service outages. The IT help desk functions as a subset of the service desk, providing reactive rather than proactive service.
When you’re vying for your customer’s attention in a crowded market — having top-notch IT help desk software can go a long way in fostering long-term customer relationships. This is crucial in a world where 49% of customers have claimed to switch brands owing to poor customer service.
IT help desk software also helps you better support your employees. Gartner reveals that this year, close to 80% of employees have been using collaboration tools. From collaboration to training and sharing tools, digital workspace technology usage has been on the rise.
With your employees moving from one platform to another to get things done, technical issues are bound to arise. Utilizing an organized system to track and solve these issues can have huge payoffs.
From providing useful information on the setup and configuration of IT software to issue tracking and resolution, IT help desks are paramount to troubleshooting technical issues and providing technology support in a more efficient manner.
Benefits of using an IT help desk software
Today, help desk software does a lot more than just fix IT problems. These tools come loaded with a host of capabilities like self-serve options and a knowledge base — to reduce the load on IT support teams. Using these help desks also goes a long way in helping IT teams find permanent solutions to frequent problems.
Leveraging a software solution to operate a help desk is beneficial in more ways than one. Let’s look at how IT help desk software will help your team:
Enables greater productivity
Using help desk software will ensure quicker resolutions of IT problems which, in turn, will help the teams be more productive. According to HubSpot, 86% of companies that use help desk software are more productive.
Promotes workflow automation
Help desk software automates the entire process which helps your IT staff to support a larger and diverse IT ecosystem. With IT support requests piling up, 64% of IT decision-makers are planning to increase their investment in automation.
Managing help desk operations manually can end up being a costly affair — with the cost of each ticket being about $22. That said, using help desk software and automating the process can help you resolve at least 22% of all requests at practically no cost.
Now that we’ve covered the benefits of investing in IT help desks, let’s look at our top 10 picks of IT help desk software in the market.
10 of the best IT help desk software [Pros, Cons, Price and more]
With an influx of help desk ticketing systems in the market, deciding which tool works well for your business can be quite a task. This is why we went ahead and tested out the best ones out there so that you don’t have to.
We’re here to help you quarterback your IT support ticketing systems by listing out 10 top-notch IT help desk software.
Hiver is the world’s first full-featured Gmail-based customer service software that allows you to offer your customers multichannel support via email and live chat. One of the most popular customer service tools designed for Google Workspace (formerly G suite), Hiver comes packed with a robust help desk system and much-needed features to empower support teams to provide human customer service.
With Hiver’s email ticketing system, you don’t have to worry about losing track of customer requests in your inbox. You can easily categorize and prioritize them to ensure quick resolution of such customer requests. With the help of automation and templates, you can respond to customer queries much faster.
Hiver is priced reasonably for the advanced feature-set that it has to offer. With three different plans to choose from, Hiver’s monthly pricing plan for a single user starts at $15 for a plan named Lite. This is followed by the Pro plan which is priced at $39, and Elite at $59.
You can even get started with a 14-day free trial on Hiver (no credit card details required either).
- An affordable tool with an amazing interface
- Hiver’s robust analytics uncover in-depth insights about your team’s performance with access to customer service reports and metrics like response time and resolution time.
- The tool is extremely user-friendly. Users need not spend time learning how to use it as it looks and feels like Gmail
- Enables teams to stay organized and track customer requests with ease
- The tool is great for businesses dealing with high volumes of requests and also helps promote collaboration among teams. The ability to leave private and contextual notes against customer interactions helps team members resolve customer queries in a seamless manner
- Offers 24×7 customer support
- Can only be used by teams using Google Workspace
One of the most popular tools for CRM and customer help desk management, Zendesk offers a range of customer service tools including an internal help desk for employees.
Customer service teams can easily prioritize and escalate tickets with the help of automated workflows on Zendesk. Zendesk’s ticket management system also comes with a multichannel support functionality which allows customers to reach out through a range of channels like email, chat, social media, and web forms.
Zendesk’s pricing is split up into two categories. One for enterprises and one for everyone else.
For enterprises, there are two plans; Suite Enterprise starts at $150 and they even have a custom-built plan with solutions tailored to meet the growing needs of enterprises. This custom plan is billed at $215.
Under their standard plans for everyone, their starter plan Suite Team is at $49, Suite Growth is at $79 and Suite Professional is at $99.
All these rates are monthly per agent rates that are billed annually.
- They provide customizable dashboards
- One of the best platforms for medium and large-sized companies
- Integrated surveys to measure Customer Satisfaction Scores
- Great platform for omnichannel support
- Filter customer requests easily using Zendesk’s ‘Views’ feature
- Does not support advanced IT-specific features such as asset management
Learn More: Hiver – a faster and simpler Zendesk alternative
Freshservice is a cloud-based service desk system that combines the functionalities of a helpdesk and incident management software. It has an intuitive interface and an easy-to-use dashboard.
Apart from performing basic ticketing software functions like converting incoming support requests into tickets, assigning them to the right agent and organizing them by type and priority, and tracking them to closure, Freshservice also gives you access to features like a knowledge base, a community forum, document indexing, and an access portal.
It comes loaded with advanced IT helpdesk capabilities like change management, incident management, and release management.
FreshService has a Starter plan at $19. Their Growth and Pro plans are priced at $49 and $89. Whereas their plan for enterprises is priced at $109.
- Asset tracking and integration is possible
- Issues can be reported from the mobile app and any device
- Very sleek, responsive, and intuitive UI
- Prompt tech support
- Customizations make pages load slowly
- Without coding, the web portal customization is minimal
- Limited out-of-the-box integrations
Besides being a powerful CRM tool with marketing and sales automation features, HubSpot’s IT ticketing and help desk platform is also quite impressive. HubSpot lets you route, organize, and track support tickets – all from a single dashboard.
As the platform is backed by its very own CRM, agents can easily link incoming tickets to a customer’s past records, thereby allowing them to refer to their previous interactions with the company. This makes it easier to offer more tailored and faster support.
HubSpot offers a variety of pricing plans depending on the products you opt for. They even have the option of ‘Bundles’ where you can bundle products easily based on your requirement.
Under the ‘Service Hub’ product, their pricing starts at $45 for their Starter plan. Their Professional plan is priced at $360 and their Enterprise plan is priced at $1,200. They even offer a free trial.
- Canned snippets can be used to address frequently asked questions
- Reports on tickets closed, resolution time, and customer support agent’s productivity are available
- You can easily set up automated meeting schedules with customers
- With a whole lot of features that it offers, the tool can seem a bit overwhelming
5. Zoho Desk
Zoho Desk is another great IT helpdesk software that allows you to offer support to both your customers as well as your company’s employees. You can assign, track and access multi-channel tickets through a single dashboard. It also allows you to create a knowledge base for self-service.
With Zoho Desk, you can easily sync your existing customer data from Zoho CRM to track ticket activity and user history.
Zia is Zoho Desk’s all-around AI-powered software that chats with customers. You can also use it to perform tasks like helping help desk technicians find relevant solutions from the knowledge base.
Zoho Desk comes with a free plan, followed by the Standard, Professional, and Enterprise plans that are priced at $14, $23, and $40 respectively.
- Custom mobile apps can be built with the help of their software development kits
- Specific dashboards are there for SLA management
- Can categorize customer requests with the help of tags
- Reach a diverse customer base across multiple communication channels
- The search functionality can use some improvement as looking for tickets on the tool is not easy
- Setting up automated workflows on the tool is not easy
SolarWinds Web Help Desk has a wide feature set that offers a lot more than just ticketing and incident management solutions.
In addition to seamless ticket management, the software offers features such as live chat, scheduled reporting, network discovery, and API access.
While SolarWinds’ Web Help Desk offers features for handling customer support requests and asset management, you can’t use it to service your employees. To offer employee support, you need to invest in its other solution called Service Desk.
With regard to pricing, you can get in touch with the SolarWinds sales team to get a quote based on your requirement. You even have the option to procure subscription-based or perpetual licensing.
- You can set up SLA alerts using SLA breach approaching
- You can configure automated feedback surveys
- An unlimited number of users are allowed
- Quite a complex tool to use, especially for non-tech users
Jira Service Desk is great for both ITSM and customer service. The software works seamlessly with Confluence — using which you can build a comprehensive knowledge base and self-service portal. Jira Service Desk allows agents to create and access customizable queues to prioritize, manage, and assign IT support requests.
Jira Service Desk has two high-level pricing plans — Cloud and Data Center.
While the Data Center plan is priced at $17,200 for 50 agents, the pricing plans under Cloud are split up into four plans.
Starting with a free plan, Jira Service Desk also has a Standard plan at $20, a Premium plan at $45, and an Enterprise plan, for which you will have to contact their support team to know the rates.
- Provides 350+ third-party apps and add-ons for CRM and asset management
- The software supports both IT service management and customer care
- Custom embedding is made possible with API support
- Offers multilingual support
- Customer access via social media channels are not allowed
- The software has a steep learning curve
- Compared to the alternatives, the self-hosted version is priced on the higher side
Spiceworks is a free service IT help desk ticketing system that you can use for a myriad of IT support processes like remote support, inventory management, and network monitoring. It also offers several standard helpdesk functions for ticket management, collaboration and reporting. The software even lets you track customer requests using their mobile app.
Spiceworks comes with a range of customization capabilities that allow companies to use and tweak the software as per their needs. It has an on-premise and cloud-based version available.
Spiceworks offers all its products for free, which makes it a great help desk tool for those businesses that are just starting out.
- Completely free to use software
- Great community support made up of IT professionals and network engineers that share useful insights and ideas from time to time
- You can give roles-based permission and control ‘who can access what’
- Support multiple operating systems like Linux and Microsoft
- As you cannot set up separate queues or service desks — ticket routing to specific teams is quite a hassle on this tool
- Sorting and filtering of submitted tickets needs to be improved
- Since it is a free IT Help Desk application, you will need to download information in CSV formats and then create your own reports
With a user-friendly interface that enables easy navigation, JitBit simplifies the overall help desk experience for IT teams.
With JitBit’s centralized hub, you can view real-time updates on all your support tickets in one place. They have a neatly stacked grid that makes sorting, filtering, and assigning tickets absolutely effortless. You can set up JitBit’s IT help desk in minutes. This allows your support staff to address requests in real-time — as and when they come into the system.
With JitBit, you can either opt for the self-hosted downloadable version at $24 per month or purchase the cloud solution.
The cloud solution can range from $1699 for a small business to $3499 for a company and $4999 for an enterprise.
- Easy integration with popular third-party apps like Slack, GitHub and Jira
- It offers advanced IT help desk features like asset management
- Offers mobile app support
- Clean and uncluttered interface
- Strongly promotes the cloud-version which is priced on the higher end
- Social media integration is not possible
- There is no free version available
Last up on our list is HappyFox. HappyFox is popularly known for its omnichannel ticketing feature. The tool comes has a customizable and centralized support center – it logs customer tickets regardless of where they reach out to you from — it could be email, social media, or even via calls.
Its Assist AI feature helps teams leverage AI and Conversational Ticketing to deliver IT Support through Slack and Microsoft Teams.
It also offers a self-service channel and a powerful reporting system.
While Happyfox has two pricing plans — agent-based and unlimited agents pricing, in order to get a quote, you’ll need to reach out to their customer support team.
- Great tool for collaboration as you can easily route customer requests across teams
- Provides multilingual agent support
- Offers a self-service portal with an AI-powered chatbot that can be connected to your knowledge base
- Enables an easy and quick set-up
- There is no free trial to test the platform
- Weeding out spam on this tool can be difficult as manual rules have to be set up for this
Over to you
A lot of time and effort goes into resolving IT support issues which is why backing your team with the best help desk software is crucial!
We hope our rundown of the top 10 tools will get you off the ground in your search for the ultimate IT help desk software solution. Always go with a tool that suits your business needs.
If an affordable ticketing tool designed for Gmail is what your business needs, then Hiver is your best choice. Try Hiver for free and experience an exhaustive suite of solutions that will power your team to level up your IT help desk operations.
Resources you’ll love:
- An important piece on why your business needs IT Support
- An insightful roundup of the top Service Management (ITSM) Trends of 2022