Raghu RajiThe benefits of providing great customer support can not be overstated. With support at heart, your business can create long-lasting relationships with customers.
That is why, today, more and more companies are relying on help desk software to streamline their support processes.
With too many options available in the market, it might become a difficult task to choose the best Help Desk Software.
This article lists the top software that you can compare to make an informed decision.
The list of top help desk software includes:
- DeskXpand
- ProProfsdesk
- Zendesk
- Zoho Desk
- UseResponse
- JitBit
- SupportBee
- SysAid
- Helpdesk.com
- DeskPro
What is the Help Desk Software?
When it comes to supporting, there are a number of challenges that support teams face on a daily basis. The most common one is low-resolution time. The manual process of handling support operations makes it difficult for the support team to deliver prompt support.
The second is transferring customers from one agent to another. This could happen in instances where one agent does not know how to solve a particular issue, and they pass on the query to someone with more experience.
Both these scenarios are very frustrating for end customers. In order to improve customer satisfaction, you need to have great Help Desk Software in place that helps you streamline all your support-related interactions.
The software is a single point of contact where all support communications take place. No matter from what channel a customer contacts you, the help desk’s capability lets you manage interactions from multiple channels.
Additionally, the best part is the help desk ticketing feature. For every query, you can create a ticket, add tags, categorize, assign it to an agent, and so on.
Suppose a customer has dropped you an email asking the process to change your password. With a ticketing system, you can take care of everything right from assigning that query to sending canned responses to resolution.
With Help Desk Software, you get self-service knowledge base functionality. You can provide your customers with knowledge base articles, tutorials, etc. to help them find quick answers to their questions.
Below are some more advantages of having a Help Desk Software.
- Ensure that you assign tickets to the right support representative.
- Enable internal collaboration with a shared inbox.
- Offer customers the ability to self-serve with knowledge base articles.
- Automate time-consuming day-to-day activities.
- Leverage surveys to ensure a great customer satisfaction rate.
- Reduce the time your support team takes to reply to and resolve each query.
Help Desk Software comes with a variety of features, including automated ticket routing, a self-service knowledge base, omnichannel support, report and analytics, rebranding, and such.
Given below are the top help desk software that you can choose from.
Table of Contents
Best Help Desk Software Development Companies in USA
1. DeskXpand
An automated omnichannel Help Desk Software for businesses of all sizes and across all verticals. Its prominent features include automation capabilities, knowledge base, analytics, customer survey, task management, live chat, canned responses, and so much more.
You can easily group, filter tickets to respond to users as quickly as possible. Shared inbox improves team communication, collaboration, and brings more transparency. You can view and manage everything from one unified interface.
One of the biggest pros of DeskXpand help desk software is their intuitive interface. It is seamless, and easy to use. It offers a free trial and the basic plan is free for three agents. Its pro plan is $7 per user per month.
Other Features Include the Following.
- Customer satisfaction survey: You can create and send surveys with this in-built feature and get insights into what your customers think.
- Helpdesk reports: Get valuable insights to evaluate your strategy with the help of analytics and reports. The customizable dashboard helps you monitor different activities including agent performance, customer reviews and ratings, and such.
- Rebranding: You have complete power to customize the help desk software to match your unique brand identity. You can also create custom roles for your support executives, create custom fields for each module of the help desk, and so on.
- Canned responses: These are pre-formatted messages that agents can send to customers. With DeskXpand, agents can create responses, save them, and make them available for the whole team.
- Web help widget: Through a single help widget, you can bring together a knowledge base, contact forms, etc. for instant help. This will help customers to find answers quickly.
What is the Cost of DeskXpand?
DeskXpand offers two plans. One is DX Lite. It is free for three agents and includes features like ticket management, canned responses, knowledge base, agent management, company management, and so on.
Another pricing plan is a Pro Plan at $7 per user per month. It offers everything in DX Lite along with advanced ticketing, SLA management, automation, live chat, customization, and such. DeskXpand offers a 14-day free trial too!
2. ProProfsdesk
ProProfs help desk is for businesses of all sizes. It helps support teams not just track user requests but also resolve issues.
You can assign tickets to a relevant agent or team who can best handle a query. With ProProfsdesk, under one roof, you get everything to provide a delightful support experience.
ProProfs provides various solutions including HR help desk, omnichannel help desk, customer email management, internal ticket system, trouble ticket software, small business help desk, and a lot more.
The software is easy to use, and provides support teams to get everything they need for delivering support.
Other Features Include the Following.
Its key features are ticket prioritization, shared inbox, canned responses, email ticketing, and so on. With ProProfs, you can improve performance with reports, provide multi-channel support, customize the tool, and so on.
What is the Cost of ProProfs?
The essential plan starts at $10 per user per month. ProProfsdesk also offers a 15-day free trial.
Ending Remarks
ProProfs focuses a lot more on customer satisfaction. It focuses on building software that is easy to use, and without any clutter. Companies like DHL, Sony, Cisco, etc., rely on ProProfs.
3. Zendesk
ProProfs help desk is for businesses of all sizes. It helps support teams not just track user requests but also resolve issues.
You can assign tickets to a relevant agent or team who can best handle a query. With ProProfsdesk, under one roof, you get everything to provide a delightful support experience.
ProProfs provides various solutions including HR help desk, omnichannel help desk, customer email management, internal ticket system, trouble ticket software, small business help desk, and a lot more.
The software is easy to use, and provides support teams to get everything they need for delivering support.
Other Features Include the Following.
Its key features are ticket prioritization, shared inbox, canned responses, email ticketing, and so on. With ProProfs, you can improve performance with reports, provide multi-channel support, customize the tool, and so on.
What is the Cost of Zendesk?
The essential plan starts at $10 per user per month. ProProfsdesk also offers a 15-day free trial.
Ending Remarks
ProProfs focuses a lot more on customer satisfaction. It focuses on building software that is easy to use, and without any clutter. Companies like DHL, Sony, Cisco, etc., rely on ProProfs.
4. Zoho Desk
It is a cloud-based help desk solution for businesses of all sizes. You can also easily integrate Zoho Desk with your in-house system.
Using Zoho Desk, you can assign tickets and send notifications and alerts to support representatives. You can also analyze customer satisfaction using scheduled reports, happiness ratings, a graphical dashboard, and such.
Moreover, the solution enables you to make custom changes like customizing email templates, adding new departments, renaming tags, etc.
Other Features Include the Following.
The key features like a customer support portal, ticket management, report creation, contract management, and multi-channel support.
What is the Cost of Zendesk?
Zoho offers a free trial. Its standard plan starts at ₹800 per agent per month.
Ending Remarks
ZohoDesk offers really great value to the Zoho Suite. It is packed with all the features support agents need, and is fully customizable. However, with this tool, the learning curve can be a challenge for support teams.
5. UseResponse
It is a customer support solution providing users with customer service tools and a customer feedback solution. UseResponse is both self-hosted as well as a cloud-based solution.
You can log customer inquiries from social media platforms with the help of UseResponse’s support software.
Additionally, when customers send email inquiries, the support solution assigns ticket numbers to queries. Support agents can set up email templates to send automated canned responses to end customers.
They can also create customer profiles that include necessary customer information. The solution is available for both monthly and yearly subscriptions.
Other Features Include the Following.
The most popular functionalities include a helpdesk ticketing solution, feedback community system, knowledge base, and live chat. It also includes chatbots, collaboration tools, approval workflows, and so on.
What is the Cost of Zendesk?
Their on-premise solution costs $4800 per year for 5 support agents. Another enterprise cloud costs $1490 for 2 support agents.
Ending remarks
Use Response is scalable and a completely customizable software. It provides an automated system of notifications, 10+ customer support channels, satisfaction ratings, SLAs, advanced analytics, and more. It has a good and mature feature set, and it is also easy to set up.
6. JitBit
It is an IT helpdesk management solution. It is available both in cloud-based and on-premise deployment options. JitBit aims to help companies of any size with features like automated routing, ticket management, incident management, inbox management, self-service, etc. These features are for both Android and iOS devices.
Let’s talk about their core feature – ticket management. JitBit enables users to handle customer support requests from various sources or channels. Users can create tickets and assign customized tags and categories to them. Once a user creates a ticket, it goes further into the hands of the most reliable support agent based on their experience and availability. The starting price of JitBit is $29 per month. It has various monthly plans for startups, enterprise-level companies, etc.
Other Features Include the Following.
Let’s talk about their core feature – ticket management. JitBit enables users to handle customer support requests from various sources or channels.
Users can create tickets and assign customized tags and categories to them. Once a user creates a ticket, it goes further into the hands of the most reliable support agent based on their experience and availability.
What is the Pricing of Zendesk?
The starting price of JitBit is $29 per month. It has various monthly plans for startups, enterprise-level companies, etc.
Ending Remarks
JitBit is an email-first help desk software that is pocket friendly, easy to set up, and easy to use. JitBit help desk also comes with free mobile apps for both Android and iOS. Companies like Philips, HP, and Oracle trust JitBit.
7. SupportBee
If you want to manage all your support emails, then SupportBee is an ideal solution. The product is a web-based email support tool. It enables businesses to organize all their support-related emails easily. It works as a collaborative solution that enables you to convert customer emails into support tickets. That way, you no longer have to keep going through tons of emails.
The top features of SupportBee include a shared inbox, knowledge base, and customer portal. It offers several benefits like easy team collaboration, ticket filters, KPI reports, email snippets, third-party integration, and so on. SupportBee’s pricing starts at $13 per user per month.
Other Features Include the Following.
The top features of SupportBee include a shared inbox, knowledge base, and customer portal. It offers several benefits like easy team collaboration, ticket filters, KPI reports, email snippets, third-party integration, and so on.
What is the Cost of SupportBe?
SupportBee’s pricing starts at $13 per user per month. They also offer a 14-day free trial.
Ending remarks
The interface of the help desk software is very similar to an email. So, users can easily adapt to it. With the help of SupportBee, it is also possible to create a knowledge base. It has a competitive price and is software with a good user experience.
8. SysAid
SysAid is an IT service management desk that helps businesses across all kinds of industries. It is both cloud-based and on-premise. The core features of SysAid include help desk automation, asset management, reporting, analysis, network monitoring, customizable dashboards, etc.
It offers other management features for problems, service-level targets, changes, incidents, etc. SysAid also has features like a self-service portal, automation, asset management, patch management, etc. it also offers integrations with third-party applications and provides a mobile application for remote usage.
If you want to know details about the pricing, you need to contact them. They also offer a free trial to users.
Other Features Include the Following
The core features of SysAid include help desk automation, asset management, reporting, analysis, network monitoring, customizable dashboards, etc. It offers other management features for problems, service-level targets, changes, incidents, etc.
SysAid also has features like the self-service portal, automation, asset management, patch management, etc. It also offers integrations with third-party applications and provides a mobile application for remote usage.
What is the Cost of SysAid?
If you want to know details about the pricing, you need to contact them. They also offer a free trial to users.
Ending Remarks
SysAid help desk is an ideal choice for growing teams who are looking to succeed with IT. It is easy to use, helps resolve issues quickly, and boosts productivity. The software is based on industry best practice frameworks to meet the needs of customers. It has helped more than 10,000+ customers worldwide.
9. Helpdesk.com
It is ideal for both small businesses and enterprise clients. Helpdesk.com has an intuitive interface and is overall extremely easy to use. It enables you to manage all the interactions with your customer in one place. The features of Helpdesk.com are alerts, assignment management, messaging, complaint monitoring, collaboration tools, automated routing, complaint tracking, email management and distribution, customizable branding, and so on.
Helpdesk.com also offers features like ticket assignment, ticket tags, canned responses, and such to help you solve customer queries with precision. It offers a free trial, and pricing starts at $29.00 per user, per month.
Other Features Include the Following
The features of Helpdesk.com are alerts, assignment management, messaging, complaint monitoring, collaboration tools, automated routing, complaint tracking, email management and distribution, customizable branding, and so on.
What is the Cost of Helpdesk.com?
It offers a free trial, and pricing starts at $29.00 per user, per month.
Ending Remarks
It is a simple yet powerful help desk tool that helps businesses easily get started by providing a seamless customer experience. Its other products include live chat, chatbot, and knowledge base.
10. DeskPRO
DeskPro is for businesses of all sizes and across varied industries, including retail, education, gaming, IT, etc. It is available both on-premise and cloud-based. From a central dashboard, support agents can manage their customers. They can view and audit administrative interactions using the help desk software. Further, they can customize the user portal, generate reports based on agent actions, manage agents, etc.
The features of DeskPro include a self-service portal, knowledge issue management, trouble ticketing, automated routing, etc. Additionally, it also offers call recording, call queue management, portal templates, and multilingual chats as well. DeskPro starts at $19 per agent per month – both cloud and on-premise.
Other Features Include the Following
The features of DeskPro include a self-service portal, knowledge issue management, trouble ticketing, automated routing, etc. Additionally, it also offers call recording, call queue management, portal templates, and multilingual chats as well.
What is the Cost of DeskPro?
DeskPro starts at $19 per agent per month – both cloud and on-premise.
Ending remarks
DeskPro is easy to use, flexible, and powerful. Companies like Sony, Samsung, Microsoft, and such trust DeskPro. The software can handle multi-brand as well as multi-language. However, it can be difficult to customize more detailed functions of the software.
Concluding Remarks
As your company grows, you need a reliable tool that can help you manage customer support tickets that you receive on a daily basis. A help desk software is ideal for that. It helps streamline all support-related processes and enables you to get a bird’s eye view of everything including customer information, support-related data, agent performance, and a lot more.
That was an extensive list of top Help Desk Software in 2023. When choosing the best help desk software for your business, consider all aspects, including features and functionalities, price, and ease of use.
Similar Posts: