Help Desk Software

When looking to integrate help desk software into your business’s software stack, you need to make sure the solution you choose is designed to work with the tools you’re already using.

And for smaller businesses, this can be even more important, as there isn’t often the flexibility of budget to purchase large, catch-all solutions, or even hire new customer support reps to deal with the increase in customer communications.

In this post, we’ll be taking a look at a selection of help desk software solutions designed for businesses already using certain ecosystems who want to expand their capabilities and even a help desk software solution for businesses looking to outsource their customer support completely.

As always, our cloud software recommendations come directly from our community of Serchen users who rate and review software based on their real-world experience, so you can see exactly how our top-rated help desk software tools can work for your business too.

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Providing your customers with an excellent product and marketing it effectively are vitally important to running a successful business, but if you can’t keep your customers happy before and after the sale, then you run the risk of losing sales or hurting your brand’s reputation.

One of the best ways to keep your customer relations sky-high is to implement help desk software into your software stack.

By providing your customer support team with dedicated help desk software, they’ll have all the tools they need to bring your customers the help they need when querying about a product or for any issues they have following their purchase.

By letting help desk software enable your reps to quickly and effectively solve your customers’ issues, you can keep their engagement with your product and your brand high, increasing their chance of buying and improving your reputation as a business that cares about its customers.

In this post we’ll be looking at the best help desk software solutions as rated by our community of users at Serchen, with their real-world experience backing the effectiveness of each solution.

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Whether customer-facing or IT-focused, help desk software streamlines communications and provides a handy ticketing system for handling queries. Much of the software available is similar to CRM software, only focused more on processing information and queries than on tracking customers.

Here are some of the best help desk software solutions available in 2021, divided into categories for small, medium, and enterprise-level businesses. You’ll find more choices in the latter two categories, in part because help desk software tends to become more useful with a larger number of requests.

Small businesses

• Help Scout
  With a presence in over 140 countries, Help Scout seeks to better assist companies worldwide. Personalized live chat, team management software, and multiple integrations make Help Scout an excellent choice for any business size. Additionally, Help Scout helps your team work better by offering support, classes, and training to better improve your help desk. An informative knowledge base and team inboxes round out this handy program that is simple to use. Help Scout helps keep your team on track and educated to ensure your customers get the very best of care with each query.

• Zoho Desk
  Zoho has worked for several decades to build up a worldwide presence that focuses on customer service software. Part of the broader Zoho family of SaaS solutions, Zoho Desk focuses on facilitating meaningful, quality conversations between help desks and clients. Once started, tickets can even be monitored from a phone, making Zoho Desk uniquely accessible. With a global support network, problems can be solved around the clock, ensuring that your customers and team are happy and satisfied.
  
  This cloud-based program offers 2 different pricing options based on business size and support features. Whether you’re a small business or a large business, Zoho Desk can help manage your help desk software so customer questions are answered quickly and efficiently.

Mid-sized businesses

• Zendesk
  Appropriately named for its soothing features and natural design, Zendesk hopes to bring some zen and peace to the chaotic world of the help desk. Zendesk emphasises listening to your customers; they make that easy for small businesses to implement for their customers, and they also do it themselves, offering a helpful customer service team that focuses on building relationships to keep customers returning again and again.
  
  With an organized ticketing system that in turn helps the rest of the help desk run smoothly, Zendesk provides support and assistance in what can be a complex area. Knowing that not everyone enjoys phone calls, Zendesk also features a convenient messaging system that can be either automated or personalized. Zendesk truly seeks to know its customers and provide help desk support for businesses that are looking to organize and build relationships with their customers.

• Freshdesk
  With over 40,000 customers and rave reviews, Freshdesk is an excellent choice for help desk software. Ticketing is simple, and options available include canned responses, thank you’s, and the ability to prioritize tickets. With an emphasis on support and helping customers, Freshdesk was designed with the customer and the help team in mind.,br. Overall, Freshdesk is a simple, scalable cloud-based system that is easy to use and full of capabilities to help improve your team’s productivity.

• ProProfs Help Desk
  ProProfs seeks to ensure customer satisfaction with a simple-to-use, cloud-based system. With over 1 million users, ProProfs goal is to build a system that will last a century. Their wide range of products and services, all of which slot together nicely to build a comprehensive help desk solution, help keep a business productive and customers happy. Their smart reports are exceptionally helpful in determining customer needs and satisfaction. With a 15-day free trial and reasonable prices, ProProfs provides a powerful help desk solution designed to take the pain out of the help desk experience.

• Hubspot Service Desk
  Looking for a simple service desk program? Hubspot may be the one for you. By promising to resolve customer issues more quickly with software, Hubspot seeks to “turn customers into promoters”. To that end, they’ve kept their platform simple and streamlined, offering help desk users a variety of tools to organize, process, and track communication. HubSpot provides a blend of automated and live chat, along with an organized system that keeps everything in one place.

Enterprise help desk software

• SolarWinds
  One of the older help desk software out there, SolarWinds has experience and knowledge that few other companies can beat. By focusing specifically on IT services, SolarWinds has found a niche and capitalized on it. While it lacks some of the customer-focused features found in other programs, as an IT help desk solution for tracking and resolving IT-related issues SolarWinds stands out. It is easily scaled to any business size and includes excellent performance analysis tools that check not just the internal system but also security and consumer satisfaction. SolarWinds is a solid choice for assisting technology professionals with help desk software.

• Freshservice
  Freshservice focuses on large-scale IT management. Easy to set up and use, Freshservice can be easily customized, and provides an Information Technology Information Library (ITIL) resource designed to power your IT management. It also offers the usual range of ticketing, tracking, and reports.
  
  Freskdesk and Freshservice are both parts of the Freshworks family, but with subtly different focuses. Freshdesk provides a customer-oriented help desk approach for small businesses, while Freshservice aims to help enterprises with dedicated IT solutions.

• Kayako
  A wide range of team sizes swears by Kayako, from startups to Fortune 500 companies and more. Kayako works worldwide in a variety of different languages, making them an excellent choice if your business focuses on different countries. They offer a personalized service that is easy to use and kept all in one place. A proactive service that helps your team know the issue before the chat begins allows each ticket to be serviced efficiently. A customer self-help knowledge base and the ability to see real time customer activity round out this clever piece of help desk software.

• Hostech Support
  Hostech Support offers competitive rates for 24/7 technical support. With a comprehensive support network that offers not just help desk support, but also web development and mobile applications, Hostech has many applicable features that integrate perfectly with help desk software. With a wide range of support plans available, Hostech lets you choose the best one that fits your needs.

Conclusion

Determine whether your business requires a help desk solution to better track and handle internal IT issues, or if you need a customer-oriented solution for tracking requests. In either case, you’ll find a solution that works for you on this list of help desk software providers.