In this article of My Knowledge Portal, we are going to talk about The Top Help Desk Softwares in the world. We will list out a couple of features for each, and we believe by the end of this article, you will know what you need to go for when choosing the Top Help Desk tool for your business.
We believe by now, you know what a Help Desk Software can do and what its functions are. There are more of those functions which a Help Desk software can do, but we did not list out all of those in our previous article since most of the features are the same across all the help desk tools available in the market.
You may read about the topic Select the Best Help Desk Software here.
So what we really did was started digging into each of the best help desk software that is available in the market, we found some free help desk software, some best open source support ticket system, and some of the best free helpdesk software in the market, we will talk about them here.
We are going to order them in sequential order so you would know that the upper ones hold the top features and the most used around one of the best running businesses in the world.
Here We Go!
The Top Help Desk Softwares
Zendesk
Zendesk is one of the widely used help desk software in the world. The reason behind Zendesk being the most used is it was specially made for the support agents to support their customers and clients. It was like they wore the support agent’s shoes and made the application by feeling the pain and the requirements that a support agent would require on his job. Moreover, they are continually updating.
Features of Zendesk:
- Seamless Channel Integration
- Ticket Forms
- Conditional & Custom Ticket fields
- SLA Views
- Multilingual
- Multi-Brand Support
- Guided Mode
- Business Rules
- Pre-defined ticket Actions
- Customer Context
- Dynamic Content
- Collaboration
- Personal Views and Macros
- Private Apps and Integrations
- Contextual Workspaces
- Public Apps and Integrations
- CSAT Ratings Report
- NPS Survey
- Performance Dashboards
- Custom Reports
Freshdesk
Freshdesk is also one of the leading help desk software in the market. With Freshdesk, you can Streamline all your customer & client conversations in one place. Freshdesk provides you with options to automate repetitive work and save a lot of time. Collaboration is also a good option within Freshdesk.
Features of Freshdesk:
- Team Inbox (All emails in one place)
- SLA Management
- Collision Detection (Multiple agents do not get to work on the same ticket at the same time)
- Custom Ticket Status
- Canned Responses
- Team Huddle
- Shared Ownership
- Linked Tickets
- Parent-Child Ticketing
- Multi-Channel Support
- Time triggered automation
- Event-triggered automation
- Email to Knowledge Base
- Feedback Mechanism
- Solution Article Analytics
- CSAT Ratings Report
- Complete Customization Capabilities as you can customize the portal, agent roles, Ticket forms, Customer Segments, and even the URL.
- State of the Art Data Security
ManageEngine ServiceDesk
Alright, the unique thing about ManageEngine ServiceDesk is that it is both a help desk and an asset management tool. Code-free configuration and integration is one of the features of ManageEngine ServiceDesk which allows non-technical users to easily adapt to their solution into their daily workflows.
Features of ManageEngine ServiceDesk:
- Incident Management
- Service Catalog
- Change Management
- Problem Management
- IT Release Management
- IT Project Management
- ITIL CMDB
- Enterprise Service Desk
- Knowledge Base
- Automatic Ticket Dispatch
- Service Level Agreement
- Help Desk Notifications
- User surveys
- Mobile Help Desk
- Multi-Channel Support
- Request Life Cycle
- IT Asset Inventory Management
- IT Asset Tracking
- Software Asset Management
- Contract Management
- PO Management
- ADSelf Service Plus
- Application Manager Plus
- Password Manager Pro
- Integration with Microsoft Teams
- Office 365 Integration (Cloud)
Salesforce Essentials
Salesforce is an advanced version of a CRM solution mainly designed for a small business. Salesforce Essential collects and tracks information in streamlined as the software automatically syncs your meetings, calls, and emails too, so you do not have to enter data manually into the system to make it centralized.
Features of Salesforce Essentials
- Built-in Intelligence
- Stand out service across Channels
- Centralized one location for all Information
- In-App Tutorials and Guided Setup
- All info on one Screen
- Mobile App
- Multi-Channel Support
LiveAgent
LiveAgent is one of the top-notch helpdesk solutions with multi-channel support. It is like a call center built into your Help Desk tool. This Application is mostly designed for small businesses but you can easily scale as you grow.
Features of LiveAgent
- Ticket Management
- Live Chat
- Social Accounts Integration
- Call Center
- Reporting
- Support Portal
- Gamification
- Multilingual
- Mobile Apps
- Security
Zoho Desk
The unique thing about Zoho Desk is that it allows customers/clients to create support queries via Social Media. The most notable feature we found while using Zoho Desk is that it allows you to create Knowledge documents that even your customers can access to find solutions to their concerns on their own.
Features of Zoho Desk:
- Artificial Intelligence called Zia
- Ticket Management
- Self-Service Portal
- Agent Productivity
- Automation
- Extensibility
- Insights
- Customization
- Security
AzureDesk
AzureDesk is a cost-effective help desk system with a free app for sole agents. The tickets are shown in a browser in the form of tabs where you can work on multiple tickets at the same time just by moving into different tabs. The nice thing about AzureDesk is that it allows multiple agents to work on a single ticket in real-time.
Features of AzureDesk
- Ticket Management
- Convert Support Emails into Tickets
- Application Integration
- Unlimited Mailboxes
- Reporting
- Solve Tickets with teammates in Real-time
JIRA ServiceDesk
JIRA ServiceDesk is one of the best open-source service desks which helps to identify and address bugs and system glitches during product development, beta-testing and post launching. This open-source service desk provides real-time updates and performance metrics to help you gauge the health of your service. You can install it on the cloud or locally.
Features of JIRA ServiceDesk
- Request Management
- Self-Service Portal
- Knowledge Base
- Service Level Agreements
- CSAT Reporting
- Agent Queues
- Links to the configuration management database
- IT Asset Tracking
- Change schedule
- Release & Deployments
- Configurable Workflows
- Root Cause Analysis
- Link to Dev Backlog
Hesk
Hesk is a surprisingly simple, more user-friendly and one of the best FREE help desk software we have in the market, which is also integrated with Knowledge Base. The unique feature of Hesk is that it has the help desk, asset management, reports and analytics, all integrated into a single workspace.
Features of Hesk
- Help Desk
- Asset Management
- Analytics
- A range of tools
- Marketplace
Help
Help is also a simple yet powerful platform that makes you easier to create relationships, stay in touch and keep your customers happy. It has live-chat, help desk and many more items integrated into it.
Features of Help
- Customer Support that is simple and convenient to use
- Marketing tools with Comprehensive Data
- Sales friendly with more focus on Customers
Conclusion
Above is all based on our research to bring you what’s best in the market. You will find more than what we have mentioned above but we do not like you to go deep into all those help desk systems and get confused. We recommend you always start with the trial/free plan and then test each of them based on your environment and decide for yourself. Keeping you calm and patience is really a virtue here.
Let us know if you find anything much better than the above so that we can have a look at ourselves and do a little digging into it.
