Comprehensive Guide to Choosing Ticketing Helpdesk Software

What you need to know when choosing helpdesk software

This site is a comprehensive guide to choosing customer support & ticketing help desk software. Find out everything you need to know for selecting the best helpdesk software for your large or small business.

Scroll down to see 7 of the best helpdesk software packages available.


So, you're planning to use helpdesk software?

You've researched everything about the various help desk software platforms available on the market, but still, have questions. Here, we hope to give you all the information about the top 7 helpdesk software in the market. Before we get into the software platforms, let us understand what is helpdesk and why is it important for organizations.


What is helpdesk software?

A helpdesk offers customers or end-users with information and support related to a particular product or service provided by a company. Its main purpose is to troubleshoot problems or issues as well as guide end users or customers about the company's products or services like electronic equipment's, food, software, to name a few.

These days, businesses and organizations give assistance to their customers through helpdesk using a number of channels like email, websites, instant messaging or toll-free. The rise of social media platforms like Facebook and Twitter also helped companies to use these platforms to help customers.

Helpdesk software is a program that acts as a database to store and manage lists with the issues or concerns of the customers. These helpdesk software's are utilized by businesses to create, maintain, and solve issues, inquiries, or complaints from customers, or requests that are created by the employees within the organization.


Why is a helpdesk important for businesses?

With businesses getting modern and competitive, help desks can add value to your organization in many ways. They include

a. They help customer's support themselves through a knowledge base or an FAQ.

b. By moving the conversation from inbox to an organized helpdesk queue, it is easy for your agent to prioritize and respond to each request.

c. Helpdesk prioritizes important task by defining priority tickets and requirements for resolution time.

d. It is great for tracking ticket volume, customer satisfaction, resolution time, and even individual agent performance.


What to look for in a helpdesk software?

A good helpdesk software platform should perform several functions that include

a. A single point of contact for customers when they need help.

b. Answer questions to customers through self-service or helpdesk agent.

c. Helps an agent to be more productive, with the knowledge to answer clients more efficiently.

d. Evaluate customer satisfaction by having a way to measure helpdesk support.


7 Best Rated Help Desk Software Solutions

Now let's discuss briefly on the top 7 helpdesk software solutions available on the market. Their key features, benefits, and its suitability to different business operations along with its price, ease of use and set-up.

Freshdesk

Freshdesk is a cloud-based customer support software mainly designed to provide companies of all sizes with the necessary tool required to wow their customers. It is inexpensive, yet fully-functional that delivers seamless customer support. It offers a simple interface that is easy to use with strong features.

Companies around the world use Freshdesk to deliver exceptional customer service and experience. It enables businesses to organize, prioritize, and manage all customers without increasing their operational cost or workforce.

Freshdesk is an excellent platform for start-ups and freelancers looking to automate certain repetitive tasks and speed up their customer support. It is ideal for organizations in industries like education, healthcare, IT, hospitality, e-commerce, and insurance.

Trial Version

Freshdesk offers a trial version for all its plans. Just sign up for their free trial version and test any of their paid subscriptions. The trial period is 21-days.

  Start Freshdesk Free Trial Now

Pricing Plans

Freshdesk offers 5 unique pricing plans that range from $0 to $ 109 per month, per support agent. The 5 pricing plans are summarized below.

Features

Pros

Cons

Zohodesk

Zohodesk is one of the cheapest cloud-based helpdesk software platform catering to the needs of small and mid-size companies. It is a customizable, content-aware helpdesk platform that collates all requests from customers from multichannel into a unified interface, thus making it easier to solve customer complaints. Using this platform help businesses to better engage with their customers and build more profitable relationships.

Zohodesk consists of innovative request management and automated workflow tools that help support agents to manage tickets easily. So, the final result is productive support agents, more satisfied customers, and impactful decisions made by managers.

Zohodesk is tailor-made helpdesk offering industry-specific support solution for marketing, sales, customer support, and finance teams. It is easy to use and comes with all necessary features.

Trial version

15-day free trial period

Pricing Plans

Zohodesk offers 3 price plans (billed annuallly or monthly) that are summarized below.

Features

Zohodesk platform is one of the best multi-channel support ticket platforms that offer a plethora of support features which includes the following.

Pros

Cons

Vision Helpdesk

Vision Helpdesk is one of the best helpdesk software that caters to the need of freelancers to large business organization. It is specifically designed to manage many channels like chat, web forms, phone calls, email, Twitter and Facebook under a single roof.

Vision helpdesk can be considered as the cheapest, budget-conscious, power plugged customer support platform that most businesses should find it really affordable.

Vision Helpdesk's biggest advantage is that it enhances customer experience, by offering quick and accurate answers even for an ongoing operation. Due to this, your company's reputation will increase and your expenses will go down.

Trial Version

30-day free trial period

Pricing Plans

Vision Helpdesk provides different pricing plan based on the type of license you require:

Saas Cloud License

Recurring Licence

One Time License

Features

Here is a list of features of the award-winning Vision helpdesk software:

Pros

Cons

LiveAgent

LiveAgent is one of the leading multi-channel helpdesk support platforms that cater to the needs of small and medium businesses.

It is a robust support platform that offers essential features such as POP3, contact forms, file sharing, gamification, ticket distribution, and many more. It caters to the need of businesses in the automotive, telecommunication, real estate, marketing, banking, retail, insurance, SaaS, web hosting, HR, and e-commerce industries.

Trial Version

14-day free trial

Pricing Plans

LiveAgent's pricing plans are simple and transparent. They offer 3 pricing plans to choose from as listed below.

Features

LiveAgent, a feature-rich helpdesk support platform has more than 175 customer support tools. The various support features offered by LiveAgent includes

Pros

Cons

Happy Fox

Happy Fox is a cloud-based helpdesk support software platform that caters to the need of start-ups and small organizations. It is easy to set up due to its intuitive nature and is very easy to use, even by a novice.

It provides a more comprehensive and powerful ticket management system that converts inquiries from all communication channels into tickets.

Happy Fox works on both web and mobile apps, thus allowing team members to respond quickly to any queries anywhere at any time. It also features a smart round-robin system that helps to automatically assign tickets to the next available agent in the pool. This eliminates the need for admin for task assignment and to keep track of schedules.

Trial Version

14-day free trial, no credit card required

Pricing Plans

Happy Fox has the most simple and affordable pricing plans that include

Features

The features included in the 4 pricing plans of Happy fox are summarized below.

Pros

Cons

Zendesk

Zendesk is one of the best customer support platforms for businesses of all sizes. In addition to solid ticket management options, it also provides applications to handle website inquiries and emails, as well as social media and live chat support.

For companies that use Zendesk for e-commerce purpose, it also provides 600 possible integrations with software platforms and third-party applications.

Like other helpdesk platforms, Zendesk also supports features like a customer queries management system with a call center, chat and a knowledge base for self-help. Zendesk consolidates a variety of customer interactions into a single interface, which helps users to easily locate all the information they need.

The higher pricing tiers are expensive but include access support in multiple languages.

Trial Version

30-day free trial

Pricing Plans

Zendesk offers 5 pricing tiers, each having more tools and customization.

Features

Zendesk support features for each tier includes the following.

Pros

Cons

Wix Answers

Wix Answers is a helpdesk software platform that is compatible with almost all businesses. It is a very powerful helpdesk ticket software platform having its built-in call center, ticketing system. knowledge base, and a help widget, all of which are customizable according to your businesses needs. With Wix Answers, you will be able to keep a track on your organization's performance with the help of actionable insights found in the helpdesk.

Wix Answers is an easy to use platform where you will be able to check the status of open tickets. transfer calls between support staff easily or adds content to your knowledge base. Setting up is also very easy; you don't need to be a programmer to set-up Wix Answers. It also provides reports and insights about your products, users, and your support team. Through Wix Answers, managing support tickets got a lot easier.

Wix Answers is built keeping SEO in mind, so it's just easier to rank in google through your knowledge base. With the help of Wix Answers, you get a built-in call center, with which you can track calls from your dashboards, track team members, transfer calls to top management, and also create reference notes within the system.

Free Trial

14-day free trial

Pricing Plans

Features

Wix Answers is the best all in all comprehensive helpdesk software platform for all types of businesses. It offers everything to business organizations to provide good customer satisfaction to its users. It is equipped with various features, which includes the following.

Pros

Cons