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class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">13 best help desk software of 2025</span></span><meta itemProp="name" content="13 best help desk software of 2025"/><meta itemProp="position" content="3"/></li></ol></nav><section id="hero" class="Basestyle__BaseRoot-sc-3zktjg-1 cSjCXy"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 btaUcD Gridstyle__Row-sc-1uhmtis-1 sc-5b6a3bbf-3 bEEqbX fOrgla" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bbWTuI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h1 class="Headingstyle__HeadingRoot-sc-150xww-0 erblZw">Help desk software</h1><h5 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI">Prioritise, track, and resolve customer and employee support tickets efficiently with help desk software. Discover the benefits of an AI-powered solution today.</h5><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial</a><a href="/demo/" data-interaction-type="button-secondary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 endJfX" data-garden-id="buttons.anchor" data-garden-version="8.76.2">View demo</a></div></div><div class="StyledCol-sc-inuw62-0 cZPYkB Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofamanwearingaheadsetandholdingaboatpaddle.jpg" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></div></section></div></div></div></div></section></div><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">A guide to the 13 best help desk software</h2><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Last updated February 13, 2025</p><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/blog/customer-expectations-meet-rising-demands/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Customer expectations</a> are rising, and businesses must implement systems that help their teams deliver outstanding <a href="/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experiences (CX)</a>. Whether you’re still using people to make first contact with customers or leveraging AI to increase efficiency, you need the right help desk software to achieve it.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk software empowers businesses to deliver more efficient and higher-quality service, whether managing customer conversations or handling IT support requests. Read on to learn about some options on the market so you can find the right fit for your needs.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>More in this guide:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#What is help desk software?" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is help desk software?</a> </li><li><a href="#Help desk software comparison chart" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help desk software comparison chart</a> </li><li><a href="#The 13 best help desk systems" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">The 13 best help desk systems</a> </li><li><a href="#Features of help desk systems" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Features of help desk systems</a> </li><li><a href="#Benefits of using help desk tools" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Benefits of using help desk tools</a> </li><li><a href="#How to choose the right help desk software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to choose the right help desk software</a> </li><li><a href="#Frequently asked questions" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Frequently asked questions</a> </li><li><a href="#Elevate your help desk with Zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Elevate your help desk with Zendesk</a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="What is help desk software?"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is help desk software?</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div style="text-align:center"><iframe width="560" height="315" src="https://www.youtube.com/embed/5W7ugqMvaKA?si=H75PEfGXrpH-EboJ" title="YouTube video player" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen=""></iframe></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk software is a tool designed to assist support teams in tracking, prioritising, and resolving service queries from customers, employees, or business partners. The right help desk system empowers agents to collaborate on requests and personalise conversations across channels. Additionally, with AI and automation, help desk software can help teams automate resolutions, boost agent productivity, and optimise workflows.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Help desk software comparison chart"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Help desk software comparison chart</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Below is a brief overview of the help desk options on the list, including starting prices, key features, and free trial length, if applicable.</p><table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Software</div></th><th><div style="text-align:center">Starting price</div></th><th><div style="text-align:center">Free trial</div></th><th><div style="text-align:center">Best for</div></th></tr><tr><td>Zendesk</td><td>$55 per agent/month (billed annually)</td><td>14 days</td><td>Customer experience and employee service</td></tr><tr><td>HappyFox</td><td>$24 per agent/month (billed annually)</td><td>14 days</td><td>Marketing teams</td></tr><tr><td>Help Scout</td><td>$0 per technician/month (one inbox)</td><td>15 days</td><td>Collaboration</td></tr><tr><td>SolarWinds Service Desk</td><td>$0 per user/month (one technician)</td><td>30 days</td><td>Enterprise service management</td></tr><tr><td>Jira Service Management</td><td>$0 per year (three agents)</td><td>7 days</td><td>Project management</td></tr><tr><td>Salesforce Service Cloud</td><td>$25 per user/month</td><td>30 days</td><td>Sales support</td></tr><tr><td>SysAid</td><td>Contact sales</td><td>Available</td><td>Codeless interface customisation</td></tr><tr><td>Vivantio</td><td>$59 per user/month (billed annually)</td><td>Available</td><td>Concurrent licensing</td></tr><tr><td>Zoho Desk</td><td>$0 per user/month (three agents)</td><td>15 days</td><td>Mobile app issue resolution</td></tr><tr><td>Freshdesk</td><td>$0 per agent/month (two agents)</td><td>14 days</td><td>Agent day passes</td></tr><tr><td>HubSpot Service Hub</td><td>$0 per seat/month (limited tools)</td><td>Unavailable</td><td>Teams using HubSpot’s CRM</td></tr><tr><td>Spiceworks Cloud Help Desk</td><td>Free (ad supported)</td><td>Not applicable</td><td>Teams looking for a free product</td></tr><tr><td>LiveAgent</td><td>$15 per agent/month (billed annually)</td><td>14 or 30 days</td><td>Live chat support</td></tr></table> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="The 13 best help desk systems"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">The 13 best help desk systems</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Next, we’ll dive into more comprehensive product overviews. Below, you’ll find expanded product descriptions, pros and cons, and other information that can help you make your selection.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a href="#Zendesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a>: Best for customer experience and employee service </li><li><a href="#HappyFox" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox</a>: Best for marketing teams </li><li><a href="#Help Scout" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout</a>: Best for collaboration </li><li><a href="#SolarWinds Service Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SolarWinds Service Desk</a>: Best for enterprise service management </li><li><a href="#Jira Service Management" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Jira Service Management</a>: Best for project management </li><li><a href="#Salesforce Service Cloud" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce Service Cloud</a>: Best for sales support </li><li><a href="#SysAid" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SysAid</a>: Best for codeless interface customisation </li><li><a href="#Vivantio" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Vivantio</a>: Best for concurrent licensing </li><li><a href="#Zoho Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk</a>: Best for mobile app issue resolution </li><li><a href="#Freshdesk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk</a>: Best for agent day passes </li><li><a href="#HubSpot Service Hub" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub</a>: Best for teams using HubSpot’s CRM </li><li><a href="#Spiceworks Cloud Help Desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Spiceworks Cloud Help Desk</a>: Best for teams looking for a free product </li><li><a href="#LiveAgent" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent</a>: Best for live chat support </li></ul> <h3 id="Zendesk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV"> 1. <a href="/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk</a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for customer and employee service</strong></p><img alt="The AI-powered Zendesk Agent Workspace in the help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/zendesk-help-desk-software-optimized.jpg" width="100%"/> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk provides a comprehensive help desk solution for the AI era. Designed specifically for service teams, it prioritises ease of use and scales to any use case, whether supporting customers, employees, or both.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Enable agents to provide fast, personalised service on any channel with the <a href="/service/agent-workspace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Agent Workspace</a>. This omnichannel ticketing system is fused with AI features like <a href="/service/ai/ai-copilot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">agent copilot</a>—an AI-powered assistant that proactively anticipates and suggests next steps and can even take action on behalf of an agent based on defined business procedures.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/ai/ai-agents/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk AI agents</a> are pre-trained on over <strong>18 billion real customer interactions</strong> and integrate with your business systems. It empowers you to offer personalised support to even the most complex customer questions like your human agents would. AI agents can autonomously resolve requests, share knowledge base content, and execute tasks such as refunds and order tracking.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a href="/service/routing-and-intelligence/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Routing and intelligence</a> can automatically forward requests to the right agent based on their availability, workload, and expertise. Additionally, <a href="/service/quality-assurance/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk QA</a> can review 100 percent of your tickets to ensure your agents—both human and AI—are operating as efficiently as possible.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk seamlessly integrates with your existing tech stack and is easily customisable with the over 1,800 apps and integrations in the <a href="/marketplace/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk Marketplace</a>. Keeping your company and customer data is our top priority, and we have the compliance certifications and memberships to prove it.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk excels for businesses seeking an AI-powered help desk solution that effectively serves customers and employees. Its robust AI capabilities automate customer experiences, assist agents for faster ticket resolution, and streamline operations. This leads to improved response times and enhances customer satisfaction.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Quality assurance </li><li>Workforce management </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Provides detailed reports and analytics on customer interactions, agent performance, and key metrics</li> <li>Offers robust customisation options, including workflows, ticket forms, and automated triggers</li> <li>Accessible to <a href="/smb/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">small businesses</a> and enterprise-level organisations</li> <li>Includes a knowledge base and community forum tools, empowering customers to find answers independently</li></td><td><li><a href="/pricing/featured/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Advanced AI tools</a> are accessed through paid add-ons</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Zendesk is by far the best platform for customer support companies.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“All-in-one tool to support our clients in different channels.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Versatile and powerful ticketing solution for our SMB needs.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657782" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Excellent support experience with Zensdesk: Professional and prompt assistance.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657562" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Zendesk is a very useful tool for handling service reports.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $55 per agent/month, billed annually. A 14-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Explore more <a href="/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk pricing plans</a>.</strong></p><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/illustrationofwomanclimbingsteps.png"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Try help desk software for free</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It only takes 30 seconds to start a free trial.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a target="_blank" rel="noopener noreferrer" href="https://www.zendesk.co.uk/register/" data-interaction-type="button-primary" data-location="in-page-promo" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ccaaIc" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free trial <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></div></div></div></div> <h3 id="HappyFox" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for marketing teams</strong></p><img alt="The ticket action tool in the HappyFox help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/happyfox-help-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/help-desk-ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox is a cloud-based help desk solution that helps support and marketing teams track and manage customer issues. The help desk features a ticketing system that creates tickets from email, voice, live chat, messaging, social media and web form requests and routes them to its shared inbox.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HappyFox’s help desk offers a few options for its self-service knowledge bases. These include an internal knowledge base for support teams and HR, an external knowledge base software for customers, and a multilingual knowledge base for global self-service.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The HappyFox help desk is a tool for marketers to consolidate internal and external communication. It allows for automated task assignment, progress tracking, and centralised communication within marketing teams, ensuring projects stay on schedule and deliverables are met.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Has <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/ticket-support-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">omnichannel ticket creation<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Allows for custom roles and permissions</li> <li>Provides proactive agent collision detection</li></td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.happyfox.com/help-desk-price/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Basic plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only supports five agents</li> <li>There’s a large price jump from Basic plan to Team plan</li> </td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-9934541" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“HappyFox, good mix of tools capabilities, and customisation.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-8478818" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Does what it needs to do, but not the most user-friendly.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/happyfox-help-desk/reviews/happyfox-help-desk-review-9799359" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“HappyFox works for us, and it’s easy.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-9930564" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Rolling out HappyFox during Hurricane Ida to a nationwide group of users could have been a lot worse.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $24 per agent/month, billed annually. A 14-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/244734/happyfox-workflows/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HappyFox integrates with Zendesk</a>.</p><h3 id="Help Scout" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/inbox/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help Scout<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for collaboration</strong></p><img alt="The shared inbox in the Help Scout help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/help-scout-help-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/inbox/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help Scout offers a customer help desk that enables support teams to collaboratively manage customer conversations. The tool consolidates requests from email, live chat, self-service portals and other channels into a shared inbox. All requests filter into this centralised location, where the system can tag, update, and assign tickets to agents or teams.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Other features of Help Scout’s help desk include a help centre, live chat and messaging software, automation, custom workflows, prebuilt reporting dashboards and collaboration tools. Help Scout also offers integration options in their app marketplace.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help Scout’s shared inbox supports teams wanting to increase collaboration. It allows multiple team members to access and respond to customer enquiries, fostering knowledge sharing and preventing messages from falling through the cracks. Additionally, its built-in communication tools, such as internal notes and tags, can help internal coordination.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Has a sidebar that provides conversation history</li> <li>All plans support unlimited users</li> <li>Supports a customisable help widget for websites and apps</li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only supports one inbox</li> <li>Low amount of total <a target="_blank" rel="noopener noreferrer" href="https://www.helpscout.com/help-desk-integration/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">integrations<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> </td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/help-scout/reviews/help-scout-review-6625721" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Down-to-earth product that works.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/help-scout/reviews/help-scout-review-10584542" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Clear and intuitive platform for managing multiple inboxes within the team.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/help-scout/reviews/help-scout-review-8090958" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Help Scout has improved quite a bit in the last six months.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/help-scout/reviews/help-scout-review-8885717" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Saved replies crippled.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Paid plans start at $50 per month, billed annually. A free plan and a 15-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/service/comparison/zendesk-vs-help-scout/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Help Scout</a> compare.</p><h3 id="SolarWinds Service Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. <a target="_blank" rel="noopener noreferrer" href="https://www.solarwinds.com/service-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SolarWinds Service Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for enterprise service management</strong></p><img alt="The incident reporting feature in the SolarWinds Service Desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/solarwinds-service-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/solarwinds-service-desk/reviews" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SolarWinds Service Desk lets users manage and track support tickets in one centralised interface. It features reporting tools that allow users to analyse business metrics and agent performance. It’s also an incident management software, letting users manage tickets from different channels, including mobile apps, phone calls and live chats.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Finally, SolarWinds’ ITSM system enables businesses to standardise their service requests and processes. It helps teams manage daily IT tasks, collaborate internally and offer customer portals for self-service. SolarWinds also helps users automate ticket creation, escalation and routing.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SolarWinds Service Desk is an ITSM platform designed for enterprise environments. Capabilities like incident management, change management, and asset management make it suitable for organisations with complex IT infrastructures.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Provides <a target="_blank" rel="noopener noreferrer" href="https://www.solarwinds.com/service-desk/compare" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">24/7 chat and email support<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Includes many team licensing options, such as IT, service, and network management</li> <li>Technicians can see who is viewing the same ticket and typing new comments</li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.solarwinds.com/free-tools/free-ticketing-system" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">free ticketing software<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and <a target="_blank" rel="noopener noreferrer" href="https://www.solarwinds.com/free-tools/free-help-desk-software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">web help desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only support one technician</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Good tool, but could be great with a bit of improvement.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Good product if you take the time to set it up right.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Reliable and Easy to use Service Desk Tool.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $39 per technician/month. A free plan and a 30-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/6389/solarwinds-service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SolarWinds integrates with Zendesk</a>.</p><h3 id="Jira Service Management" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-management/features/service-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Jira Service Management<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for project management</strong></p><img alt="The Jira Service Management help desk software welcome page." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/jira-help-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-management/itsm-software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Jira Service Management from Atlassian offers a help desk programme for project management and customer service. The software features a self-service portal that offers customisable request forms and gives customers and employees a place to create requests, find answers, and get help.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Jira offers conversational ticketing, meaning agents have a single view of requests from email, chat and its service desk. Users can triage, track and route incoming requests to agents or teams and use bulk ticket actions to group similar tickets.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Jira Service Management, while primarily an ITSM solution, can be effectively utilised for project management, particularly for agile teams. Its customisable workflows, Kanban boards, and integration with other Atlassian tools enable task tracking, progress visualisation, and streamlined collaboration.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Includes real-time incident monitoring</li> <li>Provides audit logs</li> <li>Supports mobile device management </li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/software/jira/service-management/pricing" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only supports 3 agents</li> <li>Advanced security capabilities are only available with the Enterprise plan</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-10472513" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Not my favourite CSM app, but solid.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-9920020" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Handle and track service requests, incidents, problems, changes, and assets all in one platform.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-9650988" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Useful for some basic ticketing, mostly self-service/Build it yourself product.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Paid plans start at $700 per year for one to three agents. A free plan and a seven-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/1008675/jira-service-management-by-integratecloud/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Jira Service Management integrates with Zendesk</a> or how <a href="/service/comparison/zendesk-vs-jira-service-desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Jira</a> compare.</p><h3 id="Salesforce Service Cloud" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. <a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce Service Cloud<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for sales support</strong></p><img alt="The Salesforce Service Cloud knowledge base is accessed in the Service Console." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/salesforce-service-cloud-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/service/cloud/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Salesforce Service Cloud is a customer service platform that provides a single view of customer information and history. It features automated workflows, AI-powered productivity tools and a single ticketing system for issue resolution.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Self-service options allow customers to find articles in the help centre. Teams can build their help centre via a no-code interface and customise it with their logo and branded colours. From there, the Einstein Service Agent chatbot can direct customers to relevant articles and solve problems.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Remember that Salesforce can be intricate, requiring a longer learning curve for first-time users. Salesforce isn't solely dedicated to customer experience, providing a comprehensive suite for sales and marketing. That means businesses seeking to enhance their customer service may find it easier to achieve their goals by opting for software specifically designed for CX.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Salesforce Service Cloud is particularly advantageous for sales teams already using other Salesforce products since they natively integrate. This allows sales teams to access customer data within the same platform, including service history, support interactions, and case resolutions.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Workforce management </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Can link with sales processes</li> <li>Can create sales quotes for different combinations of products</li> <li>All plans include customisable reporting dashboards</li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.salesforce.com/service/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Starter Suite<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> has limited features like case and knowledge management tools</li> </td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10495875" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">"A software for your schedule and other things that will make you lose your mind.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10393176" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“An efficient and scalable customer service solution.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10267294" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“It’s difficult to transfer data from sales to service.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10478337" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Very versatile CRM platform.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $25 per user/month. A 30-day free trial is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/10/salesforce/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Salesforce integrates with Zendesk</a> or how <a href="/service/comparison/zendesk-vs-salesforce/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Salesforce</a> compare.</p><h3 id="SysAid" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">7. <a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/it-service-management-software/help-desk-software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SysAid<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for codeless interface customisation</strong></p><img alt="The self-service portal within SysAid help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/sysaid-help-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/it-service-management-software/help-desk-software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SysAid’s help desk software offers a suite of ITSM capabilities. The platform provides ticketing functionality, allowing users to log, prioritise and track support requests. SysAid can help teams with asset management so businesses manage and monitor their IT assets throughout their life cycle.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software includes a knowledge base with automation features to handle repetitive tasks, and its reporting and analytics tools provide metrics for help desk performance and customer support trends. SysAid is also customisable and offers integrations with third-party tools and applications.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">SysAid’s drag-and-drop functionality allows administrators to configure workflows, customise forms, and create reports without extensive technical expertise. This makes SysAid a suitable option for businesses that prioritise a no-code approach to IT service management, enabling them to implement and adapt the platform with minimal IT support.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li><a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/it-service-management-software/help-desk-software" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>Centralises IT assets into one platform</li> <li>Provides <a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/it-service-management-software/incident-management" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">incident management tools<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Allows agents to remotely connect to customer computers</li> </td><td><li>The help desk product only supports between <a target="_blank" rel="noopener noreferrer" href="https://www.sysaid.com/plans" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">three and 100 agents<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Third-party integrations are only accessible for the ITSM and Enterprise plans</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“SysAid - A life saver for handling tickets.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“SysAid has been our main ITSM tool for over a decade.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Full of Features but comes at a cost.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Contact SysAid for pricing. A free trial is available.</p><h3 id="Vivantio" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">8. <a target="_blank" rel="noopener noreferrer" href="https://www.vivantio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Vivantio<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for concurrent licensing</strong></p><img alt="The ticketing system within Vivantio help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/vivantio-help-desk-software-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.vivantio.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vivantio's help desk software assists businesses with service management. Teams can integrate Vivantio with a support mailbox to automatically tag and categorise incoming emails. It also offers email templates for automated responses, ensuring customers receive acknowledgment.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The product’s portal widget builder features custom themes and designs, and the software’s searchable online knowledge base comes with custom forms and fields. Its help desk also features pre-built and customisable reporting and analytics dashboards and a report builder that allows teams to create custom charts to display data and metrics.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Vivantio offers flexible licensing options, including concurrent licensing models. This allows businesses to purchase a specific number of concurrent users, enabling multiple employees to access the platform with a single licence. This model particularly benefits businesses with fluctuating user needs, such as businesses with multiple work shifts.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li><a target="_blank" rel="noopener noreferrer" href="https://www.vivantio.com/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Each plan includes all Vivantio features<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Provides volume-based user discounts</li> <li>Supports concurrent licensing for shift-based teams</li> </td><td><li>Fewer amount of <a target="_blank" rel="noopener noreferrer" href="https://www.vivantio.com/integrations/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>pre-built integrations</li> than other options </td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/vivantio/reviews/vivantio-review-8360426" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Vivantio—Does everything you need and more.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/vivantio/reviews/vivantio-review-9963451" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Mostly good—scope for improvement (which they appear to take seriously).”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/vivantio/reviews/vivantio-review-9961743" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“My experience with Vivantio is good. It is an invaluable tool.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/vivantio/reviews/vivantio-review-10499840" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Good experience. It does the job as expected. The price is also good.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $59 per user/month, billed annually. A free trial is available.</p><h3 id="Zoho Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">9. <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for mobile app issue resolution</strong></p><img alt="The team conversation feed in Zoho Desk." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/zoho-desk-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/teamfeed.html" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zoho Desk is a cloud-based help desk software that assists businesses with customer support operations. The platform offers a ticketing system, allowing users to create, categorise and prioritise support tickets. Zoho Desk features a knowledge base so users have access to self-service resources.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The help desk also features automation tools that allow users to set predefined rules and workflows for ticket routing. Additionally, its reporting and analytics tools track ticket volumes, response times, and agent performance. Zoho Desk offers integration with other Zoho applications and third-party tools.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zoho Desk is for agents who regularly respond to help desk requests from their mobile devices. The iOS and Android apps let teams manage customer enquiries, track tickets, and resolve issues on the go. The platform offers real-time notifications and access to customer histories, enabling timely responses.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Workforce management </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Integrates with the wider Zoho system</li> <li>Provides default email templates</li> <li>Collects customer <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/happiness-ratings/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">happiness ratings<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.zoho.com/desk/pricing-comparison.html" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only supports 3 agents</li> <li>Only the Enterprise plan supports chatbots in messaging channels</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10454122" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Extended tool that makes things easier!”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10399581" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Amazing support ticket for a small business like ours.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10714935" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Zoho Desk has been very easy to set up and is perfect for our small team.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10668816" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Functional but poor user interface.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Paid plans start at $7 per user/month, billed annually. A free plan and a 15-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/88627/zoho-crm/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zoho integrates with Zendesk</a> and/or how <a href="/service/comparison/zendesk-vs-zoho/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Zoho </a>compare.</p><h3 id="Freshdesk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">10. <a target="_blank" rel="noopener noreferrer" href="https://www.freshworks.com/freshdesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Freshdesk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for agent day passes</strong></p><img alt="The self-service knowledge base in Freshdesk help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/freshdesk-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.freshworks.com/freshdesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The Freshworks cloud-based help desk tool, Freshdesk, serves as a centralised platform for support teams to manage and respond to customer requests. Its ticketing system consolidates requests from various channels into a shared team inbox.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It offers automation capabilities and customisable ticket fields to help categorise and route incoming customer enquiries and requests. Additionally, users can define customised ticket statuses for greater visibility into the ticket’s progress.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">It’s worth noting that the Freshworks platform comprises three systems: Freshdesk, Freshchat and Freshcaller. Each system operates within its own workspace, requiring agents to navigate between multiple tabs to access customer information. This setup may impact customer service efficiency, potentially leading to delays and oversight of important information.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Freshdesk is best for businesses with seasonal workload changes or who are regularly hiring contractors. For a nominal fee, it provides day passes that grant temporary access to agents without committing to a full licence.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>AI copilot </li><li>Workflow automation </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Users can invite external collaborators to assist with customer issues</li> <li>Provides a customer portal for self-service and ticket submission</li> <li>Can view multiple tickets at once</li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.freshworks.com/freshdesk/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> is limited to two agents</li> <li>Only the Enterprise plan has skill-based ticket assignment</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Straight-forward helpdesk that provides all the features you need to excel at CS.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Freshdesk—simplifying our customer services.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“The overall offering is excellent, but as with everything, there's room for improvement.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657782" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Efficient, but the new reporting system needs improvement.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $15 per agent/month, billed annually. A free plan and a 14-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/service/comparison/zendesk-vs-freshdesk/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Freshdesk </a>compare.</p><h3 id="HubSpot Service Hub" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">11. <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot Service Hub<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for teams using HubSpot’s CRM</strong></p><img alt="The email tool within HubSpot Service Hub." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/hubspot-service-hub-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service/help-desk" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HubSpot Service Hub provides a single dashboard that lets your support team log, organise and track all customer issues in one place. Agents can view customer data, ticket status, queue location, and the time it takes to resolve an issue. Reporting and analytics help you monitor key performance indicators (KPIs) like ticket volume and first contact resolution time.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software offers ticket routing and automation features that allow your team to automate tasks. The platform also automatically creates tickets when a customer submits a form, email or chat.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">HubSpot Service Hub is a natural extension for businesses already leveraging the HubSpot CRM. It allows for a unified customer view across sales, marketing, and service departments. This shared data provides a 360-degree understanding of customer interactions.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>AI-powered self-service </li><li>Workflow automation </li><li>AI copilot </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Access to the wider HubSpot system</li> <li>Includes <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">omnichannel messaging<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> <li>Supports <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/products/service/customer-feedback" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer feedback surveys<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li> </td><td><li>The <a target="_blank" rel="noopener noreferrer" href="https://www.hubspot.com/pricing/crm" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Free plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> only offers limited tools</li> <li>The Free plan includes HubSpot branding</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10544666" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“A perfect tool for startups, but there's room for improvement.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10281986" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Really useful tool for service teams to stay on top of requests and tickets!” <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10530243" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Easy to use platform for managing customer support.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9713511" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Very easy to use and work within HubSpot, but some limitations around privacy.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Paid plans start at $15 per seat/month, billed annually. A free plan is available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/marketplace/apps/support/88625/hubspot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">HubSpot integrates with Zendesk</a> or how <a href="/service/comparison/zendesk-vs-hubspot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. HubSpot</a> compare.</p><h3 id="Spiceworks Cloud Help Desk" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">12. <a target="_blank" rel="noopener noreferrer" href="https://www.spiceworks.com/free-cloud-help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Spiceworks Cloud Help Desk<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for teams looking for a free product</strong></p><img alt="The knowledge base feature in Spiceworks Cloud Help Desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/spiceworks-cloud-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.spiceworks.com/free-pc-network-inventory-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Spiceworks Cloud Help Desk is a web-based ticketing system designed to assist IT professionals in managing and tracking support requests. The platform allows users to create, prioritise and assign tickets. Users can also set alerts and customise ticket attributes and rules to receive ticket activity and status notifications.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software supports email integration, automatically converting incoming customer emails into tickets. The software includes reporting tools for tracking ticket metrics, response times and overall support performance.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Spiceworks is a free help desk solution, allowing businesses operating on a tight budget to access the necessary tools to serve their customers. Additionally, its cloud-based nature eliminates the need for infrastructure setup, ensuring quick deployment and ease of use.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Workflow automation </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>The platform is completely free</li> <li>Includes free product support</li> <li>Has mobile app accessibility</li> </td><td><li>Users must tolerate advertisements</li> <li>Lacks modern AI tools</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Streamline your tracking with easy ticket submission.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Spiceworks' free cloud helpdesk: A clunky option with delayed updates.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Ease of use and free.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Free</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/service/comparison/zendesk-vs-spiceworks/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. Spiceworks</a> compare.</p><h3 id="LiveAgent" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">13. <a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">LiveAgent<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></h3> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Best for live chat support</strong></p><img alt="The ticket ID feature within LiveAgent help desk software." loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/liveagent-help-desk-optimized.jpg" width="100%"/><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/help-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LiveAgent is a help desk software that helps customer support teams manage enquiries across multiple communication channels. Its ticketing system supports channels like phone, email, live chat, knowledge base and social media, routing tickets into a shared team inbox. Its chat software allows agents to provide live support and features a real-time typing view so support agents can see what the customer is typing before they hit send.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The software includes automation tools like pre-written responses and automated ticket routing. Additionally, LiveAgent provides a knowledge base for help centre articles, FAQs and self-service resources. The platform also offers collaboration tools, reporting and analytics software, and integrations with third-party applications.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Who is it for?</h4> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The LiveAgent help desk solution is for businesses that primarily address enquiries via a chat widget. Its native live chat functionality allows businesses to engage customers in real time through chat windows on their website or app. This integrated approach enables agents to transition between live chat interactions and text-based support channels, providing a more efficient and personalised customer support experience.</p><h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">Features</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Omnichannel support </li><li>Security </li><li>Workflow automation </li><li>AI copilot </li><li>Quality assurance </li><li>Reporting and analytics </li><li>Apps and integrations </li></ul> <table class="sc-2a70aa94-0 bmdwwe"><tr><th><div style="text-align:center">Pros</div></th><th><div style="text-align:center">Cons</div></th></tr><tr><td><li>Provides <a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/features/service-level-agreement-sla/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SLA management<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and automation tools</li> <li>Stores unlimited ticket history</li> <li>Supports call centre capabilities</li> </td><td><li><a target="_blank" rel="noopener noreferrer" href="https://www.liveagent.com/pricing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Small and Medium business plan<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> users must pay extra for social media monitoring</li> <li>The Large and Enterprise plans have limited custom roles</li></td></tr></table> <h4 class="Headingstyle__HeadingRoot-sc-150xww-0 iLUbfW">User reviews</h4> <ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/liveagent/reviews/liveagent-review-10611623" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Enabled us to have more effective response tools to achieve customer satisfaction.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/liveagent/reviews/liveagent-review-10606647" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Eliminated delays in responding to customers across all channels from one centre.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/liveagent/reviews/liveagent-review-9113763" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Very reliable software since 2017.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> </li><li><a target="_blank" rel="noopener noreferrer" href="https://www.g2.com/products/liveagent/reviews/liveagent-review-9484923" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">“Not very happy.”<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Pricing:</strong> Plans start at $15 per agent/month, billed annually. A 14- and a 30-day free trial are available.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Learn more:</strong> Discover how <a href="/service/comparison/zendesk-vs-liveagent/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Zendesk vs. LiveAgent </a>compare.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Features of help desk systems"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Features of help desk systems</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Here are a few key features to look for when comparing help desk software:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Omnichannel support:</strong> An <a href="/blog/omnichannel-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">omnichannel</a> approach creates connected and consistent interactions across channels and touchpoints. With it, customers and employees can get convenient support over their preferred communication mediums, like <a href="/slack/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Slack</a>, <a href="/microsoft-teams/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Microsoft Teams</a>, email, and live chat. </li><li><strong>Security:</strong> Help desk systems have access to a tremendous amount of confidential customer and employee information, and you need to be sure that information is safe. Comprehensive security features protect data and can help organisations achieve security compliance. </li><li><strong>AI-powered self-service:</strong> Using <a href="/service/ticketing-system/customer-service-management-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service software</a> with self-service capabilities allows them to quickly find resources and resolve issues independently, reducing <a href="/blog/what-is-a-support-ticket/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">support tickets</a>. With AI, you can create and optimise new self-service articles through <a href="/blog/generative-ai-guide/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">generative AI</a>, deploy AI agents to solve complex user issues, and provide advanced search capabilities that help your users find what they need faster. </li><li><strong>Workflow automation:</strong> In the context of a help desk, workflows can help businesses establish predefined sequences of actions and rules that automate and guide the processing of support tickets. For example, organisations can establish <a href="/blog/omnichannel-routing/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">omnichannel routing</a> to automatically direct customer or employee requests across multiple support channels, factoring in agent status, capacity, skill set, and ticket priority. </li><li><strong>AI copilot:</strong> These AI-powered assistants can help agents quickly find relevant knowledge base articles, past conversations, and other internal resources. They can also draft responses to customer enquiries, suggesting appropriate language and tone. Furthermore, AI copilots can proactively suggest next steps by analysing interactions and identifying patterns, such as escalating issues or recommending specific solutions. </li><li><strong>Quality assurance:</strong> Help desk quality assurance tools can automatically analyse conversations across channels for key <a href="/blog/top-10-help-desk-metrics/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">help desk metrics</a> like response times and adherence to service level agreements. By highlighting areas of excellence and identifying areas for improvement, these tools empower teams to continuously refine their support processes and enhance agent performance. </li><li><strong>Workforce management (WFM):</strong> WFM tools use sophisticated algorithms to automate shift scheduling, considering factors like employee availability, predicted demand, and budget constraints. These tools can adjust schedules in real time based on current activity levels, such as increased call volume or website traffic. This ensures optimal staffing levels across all shifts, preventing understaffing or overstaffing. </li><li><strong>Reporting and analytics:</strong> Help desk software that features reporting and analytics gives you fast access to valuable customer insights. This information can help you identify areas of improvement so you can provide better experiences, monitor team and agent performance, and understand your customers better so you can personalise interactions. </li><li><strong>Apps and integrations</strong> The right integrations can extend the functionality and capabilities of your help desk systems, giving you a 360-degree view of the customer and streamlining your data across systems. This information can help you and your team gain a complete, accurate picture of your customers and understand exactly what they need. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Note that the best help desks will offer all of these tools, whilst a free service or plan may only have a few.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Benefits of help desk tools"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Benefits of help desk tools</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk tools have benefits for customers and employees alike. Here are a few to consider:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Improved service efficiency:</strong> Help desk tools can streamline the process of providing fast and easy support options to internal and external customers. An omnichannel <a href="/service/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system</a>, for example, consolidates customer requests and IT support tickets in a single location. This eliminates the need to toggle between systems and channels, enabling agents to deliver quick, efficient service. </li><li><strong>Upgraded service quality:</strong> With this technology, teams can establish and maintain helpful <a href="/blog/knowledge-base/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">knowledge bases</a>. They can reference information on customer and employee interactions to enhance <a href="/blog/complete-guide-personalization/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">personalisation</a>. Chatbots and <a href="/blog/ai-agents/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI agents</a> provide comprehensive, 24/7 support. The result is a faster and more effective experience for customers and employees. </li><li><strong>Boosted cost savings:</strong> Investing in help desk tools allows teams to take advantage of self-service resources and workflow automation to reduce the pressure on support teams. Additionally, organisations can use help desk software to spot inefficiencies in their support processes, leading to more efficient service and less time wasted on unnecessary tasks. </li><li><strong>Refined collaboration:</strong> Help desk tools foster better team collaboration by providing a centralised platform where all team members can access and update information. They also help support reps better understand the <a href="/blog/customer-journey-map/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer journey</a> so they can focus on delivering an exceptional customer experience at every touchpoint. </li><li><strong>Enhanced optimisation:</strong> With help desk software, teams can quickly spot inefficiencies and implement improvement opportunities. For example, businesses can use these tools to track <a href="/blog/customer-support-kpis-need-track/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer service key performance indicators</a>, such as <a href="/blog/first-reply-time/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">first reply time</a> or average resolution time. This information can help organisations stay agile and deliver outstanding service at every turn. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="How to choose the right help desk software"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to choose the right help desk software</h2><div class="sc-5b6a3bbf-0 eWFVKO"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">With the right help desk system, support teams are equipped with all the tools they need to provide quick, effective service. Here are a few common things to consider when choosing a partner:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> <strong>Assess its total cost of ownership:</strong>The monthly fee isn’t the only cost associated with help desk software. Look for tools that can get you up and running quickly to realise the value of your investment as soon as possible. Also, choose an option with transparent pricing that doesn’t have endless add-ons. </li><li><strong>Ensure it has a fast ROI:</strong> Help desk software with out-of-the-box functionality can help your business see a faster return on investment (ROI). For example, cosmetics retailer <a href="/customer/lush/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Lush</a> used Zendesk to achieve a 369 percent ROI in less than one year. </li><li><strong>Test its ease of use:</strong> When you’re shopping for a help desk software take the time to test it with a free trial if it’s offered. Look out for an intuitive, agent-friendly interface, easy customisation options, and simple admin. </li><li><strong>Evaluate its scalability and agility:</strong> Consider an open, flexible, and agile help desk solution that easily integrates with the rest of your tech stack and helps you make changes at the speed of your business. It should scale with you and evolve with your customer needs. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Be sure to factor in these variables and the features that matter most to you.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Frequently asked questions"></span></p></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 jcTdzb Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gwcFCI Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Frequently asked questions</h2><div class="sc-5b6a3bbf-0 eWFVKO"><div itemType="https://schema.org/FAQPage" class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2dee76:--trigger:0" role="button" tabindex="0" aria-controls=":R2dee76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is the difference between a help desk and a service desk?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2dee76:--panel:0" aria-hidden="true" aria-labelledby=":R2dee76:--trigger:0" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Though often referred to interchangeably, help desk software and <a href="/service/help-desk-software/service-desk-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">service desk software</a> have a few differences. A help desk primarily assists and resolves specific user issues or incidents. In contrast, a service desk is a more comprehensive IT support function that addresses incidents, manages service requests, coordinates IT processes, and integrates broader IT help desk software functions.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2dee76:--trigger:1" role="button" tabindex="0" aria-controls=":R2dee76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Is Zendesk a help desk software?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2dee76:--panel:1" aria-hidden="true" aria-labelledby=":R2dee76:--trigger:1" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Yes, Zendesk is a help desk software. We provide an AI-powered help desk solution for organisations to efficiently manage <a href="/blog/customer-support-vs-customer-service/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer support</a> and service requests. Zendesk features include ticketing, workflow automation, knowledge base and omnichannel support, making it a comprehensive solution for help desk operations. Our software enables businesses to streamline customer interactions and enhance overall support processes.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2dee76:--trigger:2" role="button" tabindex="0" aria-controls=":R2dee76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">How do I create a virtual help desk?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2dee76:--panel:2" aria-hidden="true" aria-labelledby=":R2dee76:--trigger:2" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To create a virtual help desk, you should: </p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF"><li> Select a cloud-based help desk software and define virtual communication channels for remote interactions. </li><li>Implement a <a href="/service/ticketing-system/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">ticketing system</a> within the software to log and manage support requests efficiently. </li><li>Develop a knowledge base with self-help resources and integrate collaboration tools for remote team communication. </li><li>Train support agents, ensure security measures, and continuously monitor and analyse performance for ongoing improvement. </li></ul> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Once you check off these boxes, you’ll be well on your way to providing outstanding service.</p> </div></section></div><div itemProp="mainEntity" itemType="https://schema.org/Question" class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R2dee76:--trigger:3" role="button" tabindex="0" aria-controls=":R2dee76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 itemProp="name" class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">How can help desk software improve your business?</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R2dee76:--panel:3" aria-hidden="true" aria-labelledby=":R2dee76:--trigger:3" itemProp="acceptedAnswer" itemType="https://schema.org/Answer" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"> <p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Help desk software can improve your business by helping to improve your customer and employee service. With it, you can personalise interactions, reduce costs, foster greater team collaboration, and more.</p> </div></section></div></div></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 hdAZgg Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 cKBTpM Gridstyle__Col-sc-1uhmtis-2 Quotestyle__QuoteCol-sc-rczw5k-7 hmvmFG liJAJt" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Quotestyle__QuoteRoot-sc-rczw5k-0 heYmwg"><img src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/stanley%20logo.png" alt="Stanley Black and Decker" class="Quotestyle__QuoteImg-sc-rczw5k-1 cKaysk"/><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Quotestyle__QuoteSubHeading-sc-rczw5k-2 bDOUKT">Stanley Black and Decker chooses Zendesk for omnichannel support</p><blockquote class="Textstyle__TextRoot-sc-c9um69-0 jtzLSQ">“Zendesk’s Professional Services team were the real driver for our successful, on-time rollout of Zendesk.”</blockquote><cite class="Quotestyle__QuoteCite-sc-rczw5k-6 fAzQtZ"><p class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI Quotestyle__QuoteSubHeading-sc-rczw5k-2 bDOUKT">– Orlando Gadea Ros</p><p class="Textstyle__TextRoot-sc-c9um69-0 fcFNFD">Business Innovation Manager</p></cite><a href="/customer/stanley-black-decker/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN Quotestyle__QuoteLink-sc-rczw5k-3 goXaRa" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Read customer story</span><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" class="Linkstyle__ArrowIcon-sc-1cm3ukq-1 bxjWlu arrow-icon" theme="[object Object]"><path d="M9.804 11.373c.501-1.024 1.408-2.069 2.379-2.656v-.555c-.981-.608-1.909-1.835-2.251-2.688l-1.013.587c.32.704.928 1.376 1.483 1.813h-6.24v1.109h6.229c-.565.395-1.163 1.067-1.525 1.739l.939.651z"></path></svg></a><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 Quotestyle__QuoteStatsRow-sc-rczw5k-4 bEEqbX bNLckv" data-garden-id="grid.row" data-garden-version="8.76.2"></div></div></div></div><div class="StyledCol-sc-inuw62-0 ehaMPe Gridstyle__Col-sc-1uhmtis-2 Quotestyle__QuoteCol-sc-rczw5k-7 hmvmFG bftXJe" data-garden-id="grid.col" data-garden-version="8.76.2"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="Stanley Black and Decker" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Stanley Black and Decker" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Stanley4.jpg"/></noscript></span></span></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Elevate your help desk with Zendesk</h2></div><div class="StyledCol-sc-inuw62-0 jHrYwl Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><span id="Elevate your help desk with Zendesk"></span></p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The Zendesk help desk solution enables you to adapt to evolving expectations to continuously provide a great customer experience and employee service. By infusing AI into the entire service experience, Zendesk can help unlock your support team’s potential. Our AI is purpose-built for CX and can help your team resolve even the most complex customer interactions at every touchpoint. Not only that, but Zendesk is easy to use and easy to scale—meaning we can get you started quickly and be there for you as you grow. </p><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT"><a href="/register/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 bbMVeg" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Get your free trial</a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gUTDzE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Related help desk software guides</h2></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 elZec Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">We have even more information on help desks and related software and tools. Have a look below.</p></div><div class="StyledCol-sc-inuw62-0 dpHgeZ Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 kWIkIT sc-e2fe0354-2 cTaaEo"><a href="/service/help-desk-software/service-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Best service desk software</span></a><a href="/service/help-desk-software/help-desk-automation/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Automated help desk software</span></a><a href="/internal-help-desk/employee-experience-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Employee experience software</span></a><a href="/internal-help-desk/it-help-desk-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Best IT help desk software</span></a><a href="/service/ticketing-system/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Ticketing system</span></a><a href="/service/ticketing-system/customer-service-management-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Customer service management software</span></a><a href="/service/help-desk-software/incident-management-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Incident management software</span></a><a href="/service/help-desk-software/ai-help-desk/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">AI help desk software</span></a><a href="/service/help-center/knowledge-base-software/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Knowledge base software</span></a><a href="/service/help-center/client-portal/" data-interaction-type="link-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ehcNMN" data-garden-id="buttons.anchor" data-garden-version="8.76.2"><span class="Linkstyle__LinkText-sc-1cm3ukq-0 iSSENB">Client portal software</span></a></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 kkyFbk"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Related posts</h2></div></div><div style="margin-top:0" class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 kiiNpg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ITservicedesk.jpg"/></noscript></span></span></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/blog/tips-improve-it-service-desk/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">3 tips for improving your IT service desk</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers.</p></div></div><div class="StyledCol-sc-inuw62-0 kiiNpg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="http://d26a57ydsghvgx.cloudfront.net/content/72_DPI-3_What_Is_A_Help_Desk_Square.jpg"/></noscript></span></span></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/blog/help-desk/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is a help desk? Definition, benefits, and functions</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Effective help desks keep your customers happy and your employees productive. Learn more below.</p></div></div><div class="StyledCol-sc-inuw62-0 kiiNpg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="http://d26a57ydsghvgx.cloudfront.net/content/EmailSystem-1771_Final_x2.jpg"/></noscript></span></span></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/blog/5-tips-for-setting-expectations-around-in-house-help-desks/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">The keys to excellent internal help desk management</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.</p></div></div><div class="StyledCol-sc-inuw62-0 kiiNpg Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div href="#" data-tags="" class="Cardstyle__CardRoot-sc-1g3sojj-1 jnJjOX"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/blog/Blog-image-46-Customer%20service%20best%20practices%20%281%29.png"/></noscript></span></span></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 kbfdgI"><a href="/blog/help-desk-vs-service-desk-whats-name/" data-interaction-type="link-inline-primary" style="text-decoration:none" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Help desk vs service desk: what’s in a name?</a></h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Regardless of what you call these support teams, there are many solutions that help you better meet customers’ 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best help desk software of 2025","tier-parent-url":"/service/","tier-bg-hero-color":"4","tier-hero-ctas":[{"tier-hero-cta-text":"View demo","tier-hero-cta-url":"/demo/"}],"tier-copy":[{"tier-copy-headline":"What is help desk software?","tier-copy-body":"\u003ccenter\u003e\u003ciframe width=\"560\" height=\"315\" src=\"https://www.youtube.com/embed/5W7ugqMvaKA?si=H75PEfGXrpH-EboJ\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" allowfullscreen\u003e\u003c/iframe\u003e\u003c/center\u003e\r\n\r\nHelp desk software is a tool designed to assist support teams in tracking, prioritising, and resolving service queries from customers, employees, or business partners. The right help desk system empowers agents to collaborate on requests and personalise conversations across channels. Additionally, with AI and automation, help desk software can help teams automate resolutions, boost agent productivity, and optimise workflows.\r\n\r\n\u003cspan id=\"Help desk software comparison chart\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Help desk software comparison chart","tier-copy-body":"Below is a brief overview of the help desk options on the list, including starting prices, key features, and free trial length, if applicable.\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003eSoftware\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eStarting price\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eFree trial\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eBest for\u003c/center\u003e\u003c/th\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eZendesk\u003c/td\u003e\r\n \u003ctd\u003e$55 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003eCustomer experience and employee service\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHappyFox\u003c/td\u003e\r\n \u003ctd\u003e$24 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003eMarketing teams\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHelp Scout\u003c/td\u003e\r\n \u003ctd\u003e$0 per technician/month (one inbox)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003eCollaboration\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eSolarWinds Service Desk\u003c/td\u003e\r\n \u003ctd\u003e$0 per user/month (one technician)\u003c/td\u003e\r\n \u003ctd\u003e30 days\u003c/td\u003e\r\n \u003ctd\u003eEnterprise service management\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eJira Service Management\u003c/td\u003e\r\n \u003ctd\u003e$0 per year (three agents)\u003c/td\u003e\r\n \u003ctd\u003e7 days\u003c/td\u003e\r\n \u003ctd\u003eProject management\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eSalesforce Service Cloud\u003c/td\u003e\r\n \u003ctd\u003e$25 per user/month\u003c/td\u003e\r\n \u003ctd\u003e30 days\u003c/td\u003e\r\n \u003ctd\u003eSales support\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eSysAid\u003c/td\u003e\r\n \u003ctd\u003eContact sales\u003c/td\u003e\r\n \u003ctd\u003eAvailable\u003c/td\u003e\r\n \u003ctd\u003eCodeless interface customisation\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eVivantio\u003c/td\u003e\r\n \u003ctd\u003e$59 per user/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003eAvailable\u003c/td\u003e\r\n \u003ctd\u003eConcurrent licensing\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eZoho Desk\u003c/td\u003e\r\n \u003ctd\u003e$0 per user/month (three agents)\u003c/td\u003e\r\n \u003ctd\u003e15 days\u003c/td\u003e\r\n \u003ctd\u003eMobile app issue resolution\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eFreshdesk\u003c/td\u003e\r\n \u003ctd\u003e$0 per agent/month (two agents)\u003c/td\u003e\r\n \u003ctd\u003e14 days\u003c/td\u003e\r\n \u003ctd\u003eAgent day passes\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eHubSpot Service Hub\u003c/td\u003e\r\n \u003ctd\u003e$0 per seat/month (limited tools)\u003c/td\u003e\r\n \u003ctd\u003eUnavailable\u003c/td\u003e\r\n \u003ctd\u003eTeams using HubSpot’s CRM\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eSpiceworks Cloud Help Desk\u003c/td\u003e\r\n \u003ctd\u003eFree (ad supported)\u003c/td\u003e\r\n \u003ctd\u003eNot applicable\u003c/td\u003e\r\n \u003ctd\u003eTeams looking for a free product\u003c/td\u003e\r\n \u003c/tr\u003e\r\n \u003ctr\u003e\r\n \u003ctd\u003eLiveAgent\u003c/td\u003e\r\n \u003ctd\u003e$15 per agent/month (billed annually)\u003c/td\u003e\r\n \u003ctd\u003e14 or 30 days\u003c/td\u003e\r\n \u003ctd\u003eLive chat support\u003c/td\u003e\r\n \u003c/tr\u003e\r\n\u003c/table\u003e\r\n\r\n\u003cspan id=\"The 13 best help desk systems\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"The 13 best help desk systems","tier-copy-body":"Next, we’ll dive into more comprehensive product overviews. Below, you’ll find expanded product descriptions, pros and cons, and other information that can help you make your selection.\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"#Zendesk\"\u003eZendesk\u003c/a\u003e: Best for customer experience and employee service\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#HappyFox\"\u003eHappyFox\u003c/a\u003e: Best for marketing teams\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Help Scout\"\u003eHelp Scout\u003c/a\u003e: Best for collaboration\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#SolarWinds Service Desk\"\u003eSolarWinds Service Desk\u003c/a\u003e: Best for enterprise service management\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Jira Service Management\"\u003eJira Service Management\u003c/a\u003e: Best for project management\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Salesforce Service Cloud\"\u003eSalesforce Service Cloud\u003c/a\u003e: Best for sales support\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#SysAid\"\u003eSysAid\u003c/a\u003e: Best for codeless interface customisation\u003c/li\u003e\t\r\n\u003cli\u003e\u003ca href=\"#Vivantio\"\u003eVivantio\u003c/a\u003e: Best for concurrent licensing\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Zoho Desk\"\u003eZoho Desk\u003c/a\u003e: Best for mobile app issue resolution\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Freshdesk\"\u003eFreshdesk\u003c/a\u003e: Best for agent day passes\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#HubSpot Service Hub\"\u003eHubSpot Service Hub\u003c/a\u003e: Best for teams using HubSpot’s CRM\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#Spiceworks Cloud Help Desk\"\u003eSpiceworks Cloud Help Desk\u003c/a\u003e: Best for teams looking for a free product\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"#LiveAgent\"\u003eLiveAgent\u003c/a\u003e: Best for live chat support\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\r\n\u003ch3 id=\"Zendesk\"\u003e 1. \u003ca href=\"/service/\"\u003eZendesk\u003c/a\u003e\u003c/h3\u003e\r\n\u003cstrong\u003eBest for customer and employee service\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The AI-powered Zendesk Agent Workspace in the help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/zendesk-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\r\n\r\nZendesk provides a comprehensive help desk solution for the AI era. Designed specifically for service teams, it prioritises ease of use and scales to any use case, whether supporting customers, employees, or both.\r\n\r\nEnable agents to provide fast, personalised service on any channel with the \u003ca href=\"/service/agent-workspace/\"\u003eZendesk Agent Workspace\u003c/a\u003e. This omnichannel ticketing system is fused with AI features like \u003ca href=\"/service/ai/ai-copilot/\"\u003eagent copilot\u003c/a\u003e—an AI-powered assistant that proactively anticipates and suggests next steps and can even take action on behalf of an agent based on defined business procedures.\r\n\r\n\u003ca href=\"/service/ai/ai-agents/\"\u003eZendesk AI agents\u003c/a\u003e are pre-trained on over \u003cstrong\u003e18 billion real customer interactions\u003c/strong\u003e and integrate with your business systems. It empowers you to offer personalised support to even the most complex customer questions like your human agents would. AI agents can autonomously resolve requests, share knowledge base content, and execute tasks such as refunds and order tracking. \r\n\r\n\u003ca href=\"/service/routing-and-intelligence/\"\u003eRouting and intelligence\u003c/a\u003e can automatically forward requests to the right agent based on their availability, workload, and expertise. Additionally, \u003ca href=\"/service/quality-assurance/\"\u003eZendesk QA\u003c/a\u003e can review 100 percent of your tickets to ensure your agents—both human and AI—are operating as efficiently as possible.\r\n\r\nZendesk seamlessly integrates with your existing tech stack and is easily customisable with the over 1,800 apps and integrations in the \u003ca href=\"/marketplace/\"\u003eZendesk Marketplace\u003c/a\u003e. Keeping your company and customer data is our top priority, and we have the compliance certifications and memberships to prove it.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nZendesk excels for businesses seeking an AI-powered help desk solution that effectively serves customers and employees. Its robust AI capabilities automate customer experiences, assist agents for faster ticket resolution, and streamline operations. This leads to improved response times and enhances customer satisfaction.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eQuality assurance\u003c/li\u003e\r\n\u003cli\u003eWorkforce management\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eProvides detailed reports and analytics on customer interactions, agent performance, and key metrics\u003c/li\u003e\r\n\u003cli\u003eOffers robust customisation options, including workflows, ticket forms, and automated triggers\u003c/li\u003e\r\n\u003cli\u003eAccessible to \u003ca href=\"/smb/\"\u003esmall businesses\u003c/a\u003e and enterprise-level organisations\u003c/li\u003e\r\n\u003cli\u003eIncludes a knowledge base and community forum tools, empowering customers to find answers independently\u003c/li\u003e\u003c/td\u003e\r\n \u003ctd\u003e\u003cli\u003e\u003ca href=\"/pricing/featured/\"\u003eAdvanced AI tools\u003c/a\u003e are accessed through paid add-ons\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866\"\u003e“Zendesk is by far the best platform for customer support companies.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760\"\u003e“All-in-one tool to support our clients in different channels.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850\"\u003e“Versatile and powerful ticketing solution for our SMB needs.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657782\"\u003e“Excellent support experience with Zensdesk: Professional and prompt assistance.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657562\"\u003e“Zendesk is a very useful tool for handling service reports.”\u003c/a\u003e\u003c/li\u003e\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $55 per agent/month, billed annually. A 14-day free trial is available.\r\n \r\n\u003cstrong\u003eExplore more \u003ca href=\"/pricing/\"\u003eZendesk pricing plans\u003c/a\u003e.\u003c/strong\u003e\r\n\r\n\u003cdiv class=\"shortcode-in-page-promo\"\u003e{\"heading\":\"Try help desk software for free\",\"body\":\"It only takes 30 seconds to start a free trial.\",\"link\":{\"href\":\"https://www.zendesk.co.uk/register/\",\"size\":\"small\",\"children\":\"Free trial \"},\"image\":{\"src\":\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/illustrationofwomanclimbingsteps.png\"}}\u003c/div\u003e\r\n\r\n\u003ch3 id=\"HappyFox\"\u003e2. \u003ca href=\"https://www.happyfox.com/\" rel=\"noopener\" target=\"_blank\"\u003eHappyFox\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for marketing teams\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The ticket action tool in the HappyFox help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/happyfox-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.happyfox.com/help-desk-ticketing-system/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHappyFox is a cloud-based help desk solution that helps support and marketing teams track and manage customer issues. The help desk features a ticketing system that creates tickets from email, voice, live chat, messaging, social media and web form requests and routes them to its shared inbox.\r\n\r\nHappyFox’s help desk offers a few options for its self-service knowledge bases. These include an internal knowledge base for support teams and HR, an external knowledge base software for customers, and a multilingual knowledge base for global self-service.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nThe HappyFox help desk is a tool for marketers to consolidate internal and external communication. It allows for automated task assignment, progress tracking, and centralised communication within marketing teams, ensuring projects stay on schedule and deliverables are met.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eHas \u003ca href=\"https://www.happyfox.com/ticket-support-system/\"\u003eomnichannel ticket creation\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eAllows for custom roles and permissions\u003c/li\u003e\r\n\u003cli\u003eProvides proactive agent collision detection\u003c/li\u003e\u003c/td\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.happyfox.com/help-desk-price/\"\u003eBasic plan\u003c/a\u003e only supports five agents\u003c/li\u003e\r\n\u003cli\u003eThere’s a large price jump from Basic plan to Team plan\u003c/li\u003e\r\n\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-9934541\"\u003e“HappyFox, good mix of tools capabilities, and customisation.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-8478818\"\u003e“Does what it needs to do, but not the most user-friendly.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/happyfox-help-desk/reviews/happyfox-help-desk-review-9799359\"\u003e“HappyFox works for us, and it’s easy.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/happyfox-customer-service/reviews/happyfox-customer-service-review-9930564\"\u003e“Rolling out HappyFox during Hurricane Ida to a nationwide group of users could have been a lot worse.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $24 per agent/month, billed annually. A 14-day free trial is available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/244734/happyfox-workflows/\"\u003eHappyFox integrates with Zendesk\u003c/a\u003e.\r\n\r\n\u003ch3 id=\"Help Scout\"\u003e3. \u003ca href=\"https://www.helpscout.com/inbox/\" rel=\"noopener\" target=\"_blank\"\u003eHelp Scout\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for collaboration\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The shared inbox in the Help Scout help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/help-scout-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.helpscout.com/inbox/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHelp Scout offers a customer help desk that enables support teams to collaboratively manage customer conversations. The tool consolidates requests from email, live chat, self-service portals and other channels into a shared inbox. All requests filter into this centralised location, where the system can tag, update, and assign tickets to agents or teams.\r\n\r\nOther features of Help Scout’s help desk include a help centre, live chat and messaging software, automation, custom workflows, prebuilt reporting dashboards and collaboration tools. Help Scout also offers integration options in their app marketplace.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nHelp Scout’s shared inbox supports teams wanting to increase collaboration. It allows multiple team members to access and respond to customer enquiries, fostering knowledge sharing and preventing messages from falling through the cracks. Additionally, its built-in communication tools, such as internal notes and tags, can help internal coordination.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eHas a sidebar that provides conversation history\u003c/li\u003e\r\n\u003cli\u003eAll plans support unlimited users\u003c/li\u003e\r\n\u003cli\u003eSupports a customisable help widget for websites and apps\u003c/li\u003e\r\n\u003c/td\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.helpscout.com/pricing/\"\u003eFree plan\u003c/a\u003e only supports one inbox\u003c/li\u003e\r\n\u003cli\u003eLow amount of total \u003ca href=\"https://www.helpscout.com/help-desk-integration/\"\u003eintegrations\u003c/a\u003e\u003c/li\u003e\r\n\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/help-scout/reviews/help-scout-review-6625721\"\u003e“Down-to-earth product that works.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/help-scout/reviews/help-scout-review-10584542\"\u003e“Clear and intuitive platform for managing multiple inboxes within the team.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/help-scout/reviews/help-scout-review-8090958\"\u003e“Help Scout has improved quite a bit in the last six months.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/help-scout/reviews/help-scout-review-8885717\"\u003e“Saved replies crippled.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Paid plans start at $50 per month, billed annually. A free plan and a 15-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/service/comparison/zendesk-vs-help-scout/\"\u003eZendesk vs. Help Scout\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"SolarWinds Service Desk\"\u003e4. \u003ca href=\"https://www.solarwinds.com/service-desk\" rel=\"noopener\" target=\"_blank\"\u003eSolarWinds Service Desk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for enterprise service management\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The incident reporting feature in the SolarWinds Service Desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/solarwinds-service-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.g2.com/products/solarwinds-service-desk/reviews\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nSolarWinds Service Desk lets users manage and track support tickets in one centralised interface. It features reporting tools that allow users to analyse business metrics and agent performance. It’s also an incident management software, letting users manage tickets from different channels, including mobile apps, phone calls and live chats.\r\n\r\nFinally, SolarWinds’ ITSM system enables businesses to standardise their service requests and processes. It helps teams manage daily IT tasks, collaborate internally and offer customer portals for self-service. SolarWinds also helps users automate ticket creation, escalation and routing.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nSolarWinds Service Desk is an ITSM platform designed for enterprise environments. Capabilities like incident management, change management, and asset management make it suitable for organisations with complex IT infrastructures.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eProvides \u003ca href=\"https://www.solarwinds.com/service-desk/compare\"\u003e24/7 chat and email support\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eIncludes many team licensing options, such as IT, service, and network management\u003c/li\u003e\r\n\u003cli\u003eTechnicians can see who is viewing the same ticket and typing new comments\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.solarwinds.com/free-tools/free-ticketing-system\"\u003efree ticketing software\u003c/a\u003e and \u003ca href=\"https://www.solarwinds.com/free-tools/free-help-desk-software\"\u003eweb help desk\u003c/a\u003e only support one technician\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866\"\u003e“Good tool, but could be great with a bit of improvement.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760\"\u003e“Good product if you take the time to set it up right.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850\"\u003e“Reliable and Easy to use Service Desk Tool.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $39 per technician/month. A free plan and a 30-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/6389/solarwinds-service-desk/\"\u003eSolarWinds integrates with Zendesk\u003c/a\u003e.\r\n\r\n\u003ch3 id=\"Jira Service Management\"\u003e5. \u003ca href=\"https://www.atlassian.com/software/jira/service-management/features/service-desk\" rel=\"noopener\" target=\"_blank\"\u003eJira Service Management\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for project management\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The Jira Service Management help desk software welcome page.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/jira-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.atlassian.com/software/jira/service-management/itsm-software\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nJira Service Management from Atlassian offers a help desk programme for project management and customer service. The software features a self-service portal that offers customisable request forms and gives customers and employees a place to create requests, find answers, and get help.\r\n\r\nJira offers conversational ticketing, meaning agents have a single view of requests from email, chat and its service desk. Users can triage, track and route incoming requests to agents or teams and use bulk ticket actions to group similar tickets.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nJira Service Management, while primarily an ITSM solution, can be effectively utilised for project management, particularly for agile teams. Its customisable workflows, Kanban boards, and integration with other Atlassian tools enable task tracking, progress visualisation, and streamlined collaboration. \r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eIncludes real-time incident monitoring\u003c/li\u003e\r\n\u003cli\u003eProvides audit logs\u003c/li\u003e\r\n\u003cli\u003eSupports mobile device management \u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.atlassian.com/software/jira/service-management/pricing\"\u003eFree plan\u003c/a\u003e only supports 3 agents\u003c/li\u003e\r\n\u003cli\u003eAdvanced security capabilities are only available with the Enterprise plan\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-10472513\"\u003e“Not my favourite CSM app, but solid.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-9920020\"\u003e“Handle and track service requests, incidents, problems, changes, and assets all in one platform.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/jira-service-management/reviews/jira-service-management-review-9650988\"\u003e“Useful for some basic ticketing, mostly self-service/Build it yourself product.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Paid plans start at $700 per year for one to three agents. A free plan and a seven-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/1008675/jira-service-management-by-integratecloud/\"\u003eJira Service Management integrates with Zendesk\u003c/a\u003e or how \u003ca href=\"/service/comparison/zendesk-vs-jira-service-desk/\"\u003eZendesk vs. Jira\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"Salesforce Service Cloud\"\u003e6. \u003ca href=\"https://www.salesforce.com/service/\" rel=\"noopener\" target=\"_blank\"\u003eSalesforce Service Cloud\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for sales support\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The Salesforce Service Cloud knowledge base is accessed in the Service Console.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/salesforce-service-cloud-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.salesforce.com/service/cloud/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nSalesforce Service Cloud is a customer service platform that provides a single view of customer information and history. It features automated workflows, AI-powered productivity tools and a single ticketing system for issue resolution.\r\n\r\nSelf-service options allow customers to find articles in the help centre. Teams can build their help centre via a no-code interface and customise it with their logo and branded colours. From there, the Einstein Service Agent chatbot can direct customers to relevant articles and solve problems.\r\n\r\nRemember that Salesforce can be intricate, requiring a longer learning curve for first-time users. Salesforce isn't solely dedicated to customer experience, providing a comprehensive suite for sales and marketing. That means businesses seeking to enhance their customer service may find it easier to achieve their goals by opting for software specifically designed for CX.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nSalesforce Service Cloud is particularly advantageous for sales teams already using other Salesforce products since they natively integrate. This allows sales teams to access customer data within the same platform, including service history, support interactions, and case resolutions.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eWorkforce management\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eCan link with sales processes\u003c/li\u003e\r\n\u003cli\u003eCan create sales quotes for different combinations of products\u003c/li\u003e\r\n\u003cli\u003eAll plans include customisable reporting dashboards\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.salesforce.com/service/pricing/\"\u003eStarter Suite\u003c/a\u003e has limited features like case and knowledge management tools\u003c/li\u003e\r\n\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10495875\"\u003e\"A software for your schedule and other things that will make you lose your mind.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10393176\"\u003e“An efficient and scalable customer service solution.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10267294\"\u003e“It’s difficult to transfer data from sales to service.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/salesforce-service-cloud/reviews/salesforce-service-cloud-review-10478337\"\u003e“Very versatile CRM platform.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $25 per user/month. A 30-day free trial is available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/10/salesforce/\"\u003eSalesforce integrates with Zendesk\u003c/a\u003e or how \u003ca href=\"/service/comparison/zendesk-vs-salesforce/\"\u003eZendesk vs. Salesforce\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"SysAid\"\u003e7. \u003ca href=\"https://www.sysaid.com/it-service-management-software/help-desk-software\" rel=\"noopener\" target=\"_blank\"\u003eSysAid\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for codeless interface customisation\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The self-service portal within SysAid help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/sysaid-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.sysaid.com/it-service-management-software/help-desk-software\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nSysAid’s help desk software offers a suite of ITSM capabilities. The platform provides ticketing functionality, allowing users to log, prioritise and track support requests. SysAid can help teams with asset management so businesses manage and monitor their IT assets throughout their life cycle.\r\n\r\nThe software includes a knowledge base with automation features to handle repetitive tasks, and its reporting and analytics tools provide metrics for help desk performance and customer support trends. SysAid is also customisable and offers integrations with third-party tools and applications.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nSysAid’s drag-and-drop functionality allows administrators to configure workflows, customise forms, and create reports without extensive technical expertise. This makes SysAid a suitable option for businesses that prioritise a no-code approach to IT service management, enabling them to implement and adapt the platform with minimal IT support.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003e\u003ca href=\"https://www.sysaid.com/it-service-management-software/help-desk-software\"\u003e\u003c/a\u003eCentralises IT assets\u003c/a\u003e into one platform\u003c/li\u003e\r\n\u003cli\u003eProvides \u003ca href=\"https://www.sysaid.com/it-service-management-software/incident-management\"\u003eincident management tools\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eAllows agents to remotely connect to customer computers\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe help desk product only supports between \u003ca href=\"https://www.sysaid.com/plans\"\u003ethree and 100 agents\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eThird-party integrations are only accessible for the ITSM and Enterprise plans\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866\"\u003e“SysAid - A life saver for handling tickets.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760\"\u003e“SysAid has been our main ITSM tool for over a decade.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850\"\u003e“Full of Features but comes at a cost.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Contact SysAid for pricing. A free trial is available.\r\n\r\n\u003ch3 id=\"Vivantio\"\u003e8. \u003ca href=\"https://www.vivantio.com/\" rel=\"noopener\" target=\"_blank\"\u003eVivantio\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for concurrent licensing\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The ticketing system within Vivantio help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/vivantio-help-desk-software-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.vivantio.com/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nVivantio's help desk software assists businesses with service management. Teams can integrate Vivantio with a support mailbox to automatically tag and categorise incoming emails. It also offers email templates for automated responses, ensuring customers receive acknowledgment.\r\n\r\nThe product’s portal widget builder features custom themes and designs, and the software’s searchable online knowledge base comes with custom forms and fields. Its help desk also features pre-built and customisable reporting and analytics dashboards and a report builder that allows teams to create custom charts to display data and metrics.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nVivantio offers flexible licensing options, including concurrent licensing models. This allows businesses to purchase a specific number of concurrent users, enabling multiple employees to access the platform with a single licence. This model particularly benefits businesses with fluctuating user needs, such as businesses with multiple work shifts.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003e\u003ca href=\"https://www.vivantio.com/pricing/\"\u003eEach plan includes all Vivantio features\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eProvides volume-based user discounts\u003c/li\u003e\r\n\u003cli\u003eSupports concurrent licensing for shift-based teams\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eFewer amount of \u003ca href=\"https://www.vivantio.com/integrations/\"\u003e\u003c/a\u003epre-built integrations\u003c/li\u003e than other options\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/vivantio/reviews/vivantio-review-8360426\"\u003e“Vivantio—Does everything you need and more.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/vivantio/reviews/vivantio-review-9963451\"\u003e“Mostly good—scope for improvement (which they appear to take seriously).”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/vivantio/reviews/vivantio-review-9961743\"\u003e“My experience with Vivantio is good. It is an invaluable tool.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/vivantio/reviews/vivantio-review-10499840\"\u003e“Good experience. It does the job as expected. The price is also good.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $59 per user/month, billed annually. A free trial is available.\r\n\r\n\u003ch3 id=\"Zoho Desk\"\u003e9. \u003ca href=\"https://www.zoho.com/desk/\" rel=\"noopener\" target=\"_blank\"\u003eZoho Desk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for mobile app issue resolution\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The team conversation feed in Zoho Desk.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/zoho-desk-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.zoho.com/desk/teamfeed.html\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nZoho Desk is a cloud-based help desk software that assists businesses with customer support operations. The platform offers a ticketing system, allowing users to create, categorise and prioritise support tickets. Zoho Desk features a knowledge base so users have access to self-service resources.\r\n\r\nThe help desk also features automation tools that allow users to set predefined rules and workflows for ticket routing. Additionally, its reporting and analytics tools track ticket volumes, response times, and agent performance. Zoho Desk offers integration with other Zoho applications and third-party tools.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nZoho Desk is for agents who regularly respond to help desk requests from their mobile devices. The iOS and Android apps let teams manage customer enquiries, track tickets, and resolve issues on the go. The platform offers real-time notifications and access to customer histories, enabling timely responses.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eWorkforce management\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eIntegrates with the wider Zoho system\u003c/li\u003e\r\n\u003cli\u003eProvides default email templates\u003c/li\u003e\r\n\u003cli\u003eCollects customer \u003ca href=\"https://www.zoho.com/desk/happiness-ratings/\"\u003ehappiness ratings\u003c/a\u003e\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.zoho.com/desk/pricing-comparison.html\"\u003eFree plan\u003c/a\u003e only supports 3 agents\u003c/li\u003e\r\n\u003cli\u003eOnly the Enterprise plan supports chatbots in messaging channels\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10454122\"\u003e“Extended tool that makes things easier!”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10399581\"\u003e“Amazing support ticket for a small business like ours.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10714935\"\u003e“Zoho Desk has been very easy to set up and is perfect for our small team.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zoho-desk/reviews/zoho-desk-review-10668816\"\u003e“Functional but poor user interface.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Paid plans start at $7 per user/month, billed annually. A free plan and a 15-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/88627/zoho-crm/\"\u003eZoho integrates with Zendesk\u003c/a\u003e and/or how \u003ca href=\"/service/comparison/zendesk-vs-zoho/\"\u003eZendesk vs. Zoho \u003c/a\u003ecompare.\r\n\r\n\u003ch3 id=\"Freshdesk\"\u003e10. \u003ca href=\"https://www.freshworks.com/freshdesk/\" rel=\"noopener\" target=\"_blank\"\u003eFreshdesk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for agent day passes\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The self-service knowledge base in Freshdesk help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/freshdesk-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.freshworks.com/freshdesk/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nThe Freshworks cloud-based help desk tool, Freshdesk, serves as a centralised platform for support teams to manage and respond to customer requests. Its ticketing system consolidates requests from various channels into a shared team inbox.\r\n\r\nIt offers automation capabilities and customisable ticket fields to help categorise and route incoming customer enquiries and requests. Additionally, users can define customised ticket statuses for greater visibility into the ticket’s progress.\r\n\r\nIt’s worth noting that the Freshworks platform comprises three systems: Freshdesk, Freshchat and Freshcaller. Each system operates within its own workspace, requiring agents to navigate between multiple tabs to access customer information. This setup may impact customer service efficiency, potentially leading to delays and oversight of important information.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nFreshdesk is best for businesses with seasonal workload changes or who are regularly hiring contractors. For a nominal fee, it provides day passes that grant temporary access to agents without committing to a full licence. \r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eUsers can invite external collaborators to assist with customer issues\u003c/li\u003e\r\n\u003cli\u003eProvides a customer portal for self-service and ticket submission\u003c/li\u003e\r\n\u003cli\u003eCan view multiple tickets at once\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.freshworks.com/freshdesk/pricing/\"\u003eFree plan\u003c/a\u003e is limited to two agents\u003c/li\u003e\r\n\u003cli\u003eOnly the Enterprise plan has skill-based ticket assignment\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866\"\u003e“Straight-forward helpdesk that provides all the features you need to excel at CS.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760\"\u003e“Freshdesk—simplifying our customer services.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850\"\u003e“The overall offering is excellent, but as with everything, there's room for improvement.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10657782\"\u003e“Efficient, but the new reporting system needs improvement.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $15 per agent/month, billed annually. A free plan and a 14-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/service/comparison/zendesk-vs-freshdesk/\"\u003eZendesk vs. Freshdesk \u003c/a\u003ecompare.\r\n\r\n\u003ch3 id=\"HubSpot Service Hub\"\u003e11. \u003ca href=\"https://www.hubspot.com/products/service\" rel=\"noopener\" target=\"_blank\"\u003eHubSpot Service Hub\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for teams using HubSpot’s CRM\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The email tool within HubSpot Service Hub.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/hubspot-service-hub-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.hubspot.com/products/service/help-desk\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nHubSpot Service Hub provides a single dashboard that lets your support team log, organise and track all customer issues in one place. Agents can view customer data, ticket status, queue location, and the time it takes to resolve an issue. Reporting and analytics help you monitor key performance indicators (KPIs) like ticket volume and first contact resolution time.\r\n\r\nThe software offers ticket routing and automation features that allow your team to automate tasks. The platform also automatically creates tickets when a customer submits a form, email or chat.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nHubSpot Service Hub is a natural extension for businesses already leveraging the HubSpot CRM. It allows for a unified customer view across sales, marketing, and service departments. This shared data provides a 360-degree understanding of customer interactions.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eAI-powered self-service\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eAccess to the wider HubSpot system\u003c/li\u003e\r\n\u003cli\u003eIncludes \u003ca href=\"https://www.hubspot.com/products/service\"\u003eomnichannel messaging\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003eSupports \u003ca href=\"https://www.hubspot.com/products/service/customer-feedback\"\u003ecustomer feedback surveys\u003c/a\u003e\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eThe \u003ca href=\"https://www.hubspot.com/pricing/crm\"\u003eFree plan\u003c/a\u003e only offers limited tools\u003c/li\u003e\r\n\u003cli\u003eThe Free plan includes HubSpot branding\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10544666\"\u003e“A perfect tool for startups, but there's room for improvement.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10281986\"\u003e“Really useful tool for service teams to stay on top of requests and tickets!”\r\n\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-10530243\"\u003e“Easy to use platform for managing customer support.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/hubspot-service-hub/reviews/hubspot-service-hub-review-9713511\"\u003e“Very easy to use and work within HubSpot, but some limitations around privacy.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Paid plans start at $15 per seat/month, billed annually. A free plan is available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/marketplace/apps/support/88625/hubspot/\"\u003eHubSpot integrates with Zendesk\u003c/a\u003e or how \u003ca href=\"/service/comparison/zendesk-vs-hubspot/\"\u003eZendesk vs. HubSpot\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"Spiceworks Cloud Help Desk\"\u003e12. \u003ca href=\"https://www.spiceworks.com/free-cloud-help-desk-software/\" rel=\"noopener\" target=\"_blank\"\u003eSpiceworks Cloud Help Desk\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for teams looking for a free product\u003c/strong\u003e \r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The knowledge base feature in Spiceworks Cloud Help Desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/spiceworks-cloud-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.spiceworks.com/free-pc-network-inventory-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nSpiceworks Cloud Help Desk is a web-based ticketing system designed to assist IT professionals in managing and tracking support requests. The platform allows users to create, prioritise and assign tickets. Users can also set alerts and customise ticket attributes and rules to receive ticket activity and status notifications.\r\n\r\nThe software supports email integration, automatically converting incoming customer emails into tickets. The software includes reporting tools for tracking ticket metrics, response times and overall support performance.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nSpiceworks is a free help desk solution, allowing businesses operating on a tight budget to access the necessary tools to serve their customers. Additionally, its cloud-based nature eliminates the need for infrastructure setup, ensuring quick deployment and ease of use.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eThe platform is completely free\u003c/li\u003e\r\n\u003cli\u003eIncludes free product support\u003c/li\u003e\r\n\u003cli\u003eHas mobile app accessibility\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003eUsers must tolerate advertisements\u003c/li\u003e\r\n\u003cli\u003eLacks modern AI tools\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10305866\"\u003e“Streamline your tracking with easy ticket submission.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10529760\"\u003e“Spiceworks' free cloud helpdesk: A clunky option with delayed updates.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/zendesk-support-suite/reviews/zendesk-support-suite-review-10057850\"\u003e“Ease of use and free.”\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Free\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/service/comparison/zendesk-vs-spiceworks/\"\u003eZendesk vs. Spiceworks\u003c/a\u003e compare.\r\n\r\n\u003ch3 id=\"LiveAgent\"\u003e13. \u003ca href=\"https://www.liveagent.com/\" rel=\"noopener\" target=\"_blank\"\u003eLiveAgent\u003c/a\u003e\u003c/h3\u003e\r\n\r\n\u003cstrong\u003eBest for live chat support\u003c/strong\u003e\r\n\r\n\u003cimg class=\"lazyload no-src\" alt=\"The ticket ID feature within LiveAgent help desk software.\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/liveagent-help-desk-optimized.jpg\" width=100% height=100% /\u003e\u003ccenter\u003e\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://www.liveagent.com/help-desk-software/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\u003c/center\u003e\r\n\r\nLiveAgent is a help desk software that helps customer support teams manage enquiries across multiple communication channels. Its ticketing system supports channels like phone, email, live chat, knowledge base and social media, routing tickets into a shared team inbox. Its chat software allows agents to provide live support and features a real-time typing view so support agents can see what the customer is typing before they hit send.\r\n\r\nThe software includes automation tools like pre-written responses and automated ticket routing. Additionally, LiveAgent provides a knowledge base for help centre articles, FAQs and self-service resources. The platform also offers collaboration tools, reporting and analytics software, and integrations with third-party applications.\r\n\r\n\u003ch4\u003eWho is it for?\u003c/h4\u003e\r\nThe LiveAgent help desk solution is for businesses that primarily address enquiries via a chat widget. Its native live chat functionality allows businesses to engage customers in real time through chat windows on their website or app. This integrated approach enables agents to transition between live chat interactions and text-based support channels, providing a more efficient and personalised customer support experience.\r\n\r\n\u003ch4\u003eFeatures\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003eOmnichannel support\u003c/li\u003e\r\n\u003cli\u003eSecurity\u003c/li\u003e\r\n\u003cli\u003eWorkflow automation\u003c/li\u003e\r\n\u003cli\u003eAI copilot\u003c/li\u003e\r\n\u003cli\u003eQuality assurance\u003c/li\u003e\r\n\u003cli\u003eReporting and analytics\u003c/li\u003e \r\n\u003cli\u003eApps and integrations\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003ctable\u003e\r\n \u003ctr\u003e\r\n \u003cth\u003e\u003ccenter\u003ePros\u003c/center\u003e\u003c/th\u003e\r\n \u003cth\u003e\u003ccenter\u003eCons\u003c/center\u003e\u003c/th\u003e\r\n\u003c/tr\u003e\r\n \u003ctr\u003e\r\n\u003ctd\u003e\u003cli\u003eProvides \u003ca href=\"https://www.liveagent.com/features/service-level-agreement-sla/\"\u003eSLA management\u003c/a\u003e and automation tools\u003c/li\u003e\r\n\u003cli\u003eStores unlimited ticket history\u003c/li\u003e\r\n\u003cli\u003eSupports call centre capabilities\u003c/li\u003e\r\n \u003ctd\u003e\u003cli\u003e\u003ca href=\"https://www.liveagent.com/pricing/\"\u003eSmall and Medium business plan\u003c/a\u003e users must pay extra for social media monitoring\u003c/li\u003e\r\n\u003cli\u003eThe Large and Enterprise plans have limited custom roles\u003c/li\u003e\u003c/td\u003e\r\n\u003c/table\u003e\r\n\r\n\u003ch4\u003eUser reviews\u003c/h4\u003e\r\n\u003cul\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/liveagent/reviews/liveagent-review-10611623\"\u003e“Enabled us to have more effective response tools to achieve customer satisfaction.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/liveagent/reviews/liveagent-review-10606647\"\u003e“Eliminated delays in responding to customers across all channels from one centre.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/liveagent/reviews/liveagent-review-9113763\"\u003e“Very reliable software since 2017.”\u003c/a\u003e\u003c/li\u003e\r\n\u003cli\u003e\u003ca href=\"https://www.g2.com/products/liveagent/reviews/liveagent-review-9484923\"\u003e“Not very happy.”\u003c/a\u003e\u003c/li\u003e\u003c/ul\u003e\r\n\r\n\u003cstrong\u003ePricing:\u003c/strong\u003e Plans start at $15 per agent/month, billed annually. A 14- and a 30-day free trial are available.\r\n\r\n\u003cstrong\u003eLearn more:\u003c/strong\u003e Discover how \u003ca href=\"/service/comparison/zendesk-vs-liveagent/\"\u003eZendesk vs. LiveAgent \u003c/a\u003ecompare.\r\n\r\n\u003cspan id=\"Features of help desk systems\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Features of help desk systems","tier-copy-body":"Here are a few key features to look for when comparing help desk software:\r\n\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eOmnichannel support:\u003c/strong\u003e An \u003ca href=\"/blog/omnichannel-experience/\"\u003eomnichannel\u003c/a\u003e approach creates connected and consistent interactions across channels and touchpoints. With it, customers and employees can get convenient support over their preferred communication mediums, like \u003ca href=\"/slack/\"\u003eSlack\u003c/a\u003e, \u003ca href=\"/microsoft-teams/\"\u003eMicrosoft Teams\u003c/a\u003e, email, and live chat.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eSecurity:\u003c/strong\u003e Help desk systems have access to a tremendous amount of confidential customer and employee information, and you need to be sure that information is safe. Comprehensive security features protect data and can help organisations achieve security compliance.\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003cstrong\u003eAI-powered self-service:\u003c/strong\u003e Using \u003ca href=\"/service/ticketing-system/customer-service-management-software/\"\u003ecustomer service software\u003c/a\u003e with self-service capabilities allows them to quickly find resources and resolve issues independently, reducing \u003ca href=\"/blog/what-is-a-support-ticket/\"\u003esupport tickets\u003c/a\u003e. With AI, you can create and optimise new self-service articles through \u003ca href=\"/blog/generative-ai-guide/\"\u003egenerative AI\u003c/a\u003e, deploy AI agents to solve complex user issues, and provide advanced search capabilities that help your users find what they need faster.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eWorkflow automation:\u003c/strong\u003e In the context of a help desk, workflows can help businesses establish predefined sequences of actions and rules that automate and guide the processing of support tickets. For example, organisations can establish \u003ca href=\"/blog/omnichannel-routing/\"\u003eomnichannel routing\u003c/a\u003e to automatically direct customer or employee requests across multiple support channels, factoring in agent status, capacity, skill set, and ticket priority.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eAI copilot:\u003c/strong\u003e These AI-powered assistants can help agents quickly find relevant knowledge base articles, past conversations, and other internal resources. They can also draft responses to customer enquiries, suggesting appropriate language and tone. Furthermore, AI copilots can proactively suggest next steps by analysing interactions and identifying patterns, such as escalating issues or recommending specific solutions.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eQuality assurance:\u003c/strong\u003e Help desk quality assurance tools can automatically analyse conversations across channels for key \u003ca href=\"/blog/top-10-help-desk-metrics/\"\u003ehelp desk metrics\u003c/a\u003e like response times and adherence to service level agreements. By highlighting areas of excellence and identifying areas for improvement, these tools empower teams to continuously refine their support processes and enhance agent performance.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eWorkforce management (WFM):\u003c/strong\u003e WFM tools use sophisticated algorithms to automate shift scheduling, considering factors like employee availability, predicted demand, and budget constraints. These tools can adjust schedules in real time based on current activity levels, such as increased call volume or website traffic. This ensures optimal staffing levels across all shifts, preventing understaffing or overstaffing.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eReporting and analytics:\u003c/strong\u003e Help desk software that features reporting and analytics gives you fast access to valuable customer insights. This information can help you identify areas of improvement so you can provide better experiences, monitor team and agent performance, and understand your customers better so you can personalise interactions.\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003cstrong\u003eApps and integrations\u003c/strong\u003e The right integrations can extend the functionality and capabilities of your help desk systems, giving you a 360-degree view of the customer and streamlining your data across systems. This information can help you and your team gain a complete, accurate picture of your customers and understand exactly what they need.\u003c/li\u003e\r\n\u003c/ul\u003e \r\n\r\nNote that the best help desks will offer all of these tools, whilst a free service or plan may only have a few.\r\n\r\n\u003cspan id=\"Benefits of help desk tools\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Benefits of help desk tools","tier-copy-body":"Help desk tools have benefits for customers and employees alike. Here are a few to consider:\r\n\u003cul\u003e\r\n\u003cli\u003e\u003cstrong\u003eImproved service efficiency:\u003c/strong\u003e Help desk tools can streamline the process of providing fast and easy support options to internal and external customers. An omnichannel \u003ca href=\"/service/ticketing-system/\"\u003eticketing system\u003c/a\u003e, for example, consolidates customer requests and IT support tickets in a single location. This eliminates the need to toggle between systems and channels, enabling agents to deliver quick, efficient service.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eUpgraded service quality:\u003c/strong\u003e With this technology, teams can establish and maintain helpful \u003ca href=\"/blog/knowledge-base/\"\u003eknowledge bases\u003c/a\u003e. They can reference information on customer and employee interactions to enhance \u003ca href=\"/blog/complete-guide-personalization/\"\u003epersonalisation\u003c/a\u003e. Chatbots and \u003ca href=\"/blog/ai-agents/\"\u003eAI agents\u003c/a\u003e provide comprehensive, 24/7 support. The result is a faster and more effective experience for customers and employees.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eBoosted cost savings:\u003c/strong\u003e Investing in help desk tools allows teams to take advantage of self-service resources and workflow automation to reduce the pressure on support teams. Additionally, organisations can use help desk software to spot inefficiencies in their support processes, leading to more efficient service and less time wasted on unnecessary tasks.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eRefined collaboration:\u003c/strong\u003e Help desk tools foster better team collaboration by providing a centralised platform where all team members can access and update information. They also help support reps better understand the \u003ca href=\"/blog/customer-journey-map/\"\u003ecustomer journey\u003c/a\u003e so they can focus on delivering an exceptional customer experience at every touchpoint.\u003c/li\u003e \r\n\r\n\u003cli\u003e\u003cstrong\u003eEnhanced optimisation:\u003c/strong\u003e With help desk software, teams can quickly spot inefficiencies and implement improvement opportunities. For example, businesses can use these tools to track \u003ca href=\"/blog/customer-support-kpis-need-track/\"\u003ecustomer service key performance indicators\u003c/a\u003e, such as \u003ca href=\"/blog/first-reply-time/\"\u003efirst reply time\u003c/a\u003e or average resolution time. This information can help organisations stay agile and deliver outstanding service at every turn.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\u003cspan id=\"How to choose the right help desk software\"\u003e\u003c/h2\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"How to choose the right help desk software","tier-copy-body":"With the right help desk system, support teams are equipped with all the tools they need to provide quick, effective service. Here are a few common things to consider when choosing a partner:\r\n\r\n\u003cul\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eAssess its total cost of ownership:\u003c/strong\u003eThe monthly fee isn’t the only cost associated with help desk software. Look for tools that can get you up and running quickly to realise the value of your investment as soon as possible. Also, choose an option with transparent pricing that doesn’t have endless add-ons.\u003c/li\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eEnsure it has a fast ROI:\u003c/strong\u003e Help desk software with out-of-the-box functionality can help your business see a faster return on investment (ROI). For example, cosmetics retailer \u003ca href=\"/customer/lush/\"\u003eLush\u003c/a\u003e used Zendesk to achieve a 369 percent ROI in less than one year.\u003c/li\u003e\r\n\r\n\u003cli\u003e\u003cstrong\u003eTest its ease of use:\u003c/strong\u003e When you’re shopping for a help desk software take the time to test it with a free trial if it’s offered. Look out for an intuitive, agent-friendly interface, easy customisation options, and simple admin.\u003c/li\u003e\r\n\t\u003cli\u003e\u003cstrong\u003eEvaluate its scalability and agility:\u003c/strong\u003e Consider an open, flexible, and agile help desk solution that easily integrates with the rest of your tech stack and helps you make changes at the speed of your business. It should scale with you and evolve with your customer needs.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nBe sure to factor in these variables and the features that matter most to you.\r\n\r\n\u003cspan id=\"Frequently asked questions\"\u003e\u003c/span\u003e","tier-copy-image":"","tier-video-id":""},{"tier-copy-headline":"Frequently asked questions","tier-copy-body":"\u003cdiv class=\"accordion theme-default js-accordion faq-accordion\"\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eWhat is the difference between a help desk and a service desk?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eThough often referred to interchangeably, help desk software and \u003ca href=\"/service/help-desk-software/service-desk-software/\"\u003eservice desk software\u003c/a\u003e have a few differences. A help desk primarily assists and resolves specific user issues or incidents. In contrast, a service desk is a more comprehensive IT support function that addresses incidents, manages service requests, coordinates IT processes, and integrates broader IT help desk software functions.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eIs Zendesk a help desk software?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eYes, Zendesk is a help desk software. We provide an AI-powered help desk solution for organisations to efficiently manage \u003ca href=\"/blog/customer-support-vs-customer-service/\"\u003ecustomer support\u003c/a\u003e and service requests. Zendesk features include ticketing, workflow automation, knowledge base and omnichannel support, making it a comprehensive solution for help desk operations. Our software enables businesses to streamline customer interactions and enhance overall support processes.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eHow do I create a virtual help desk?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eTo create a virtual help desk, you should:\r\n\u003cul\u003e\r\n\t\u003cli\u003eSelect a cloud-based help desk software and define virtual communication channels for remote interactions.\u003c/li\u003e\r\n\t\u003cli\u003eImplement a \u003ca href=\"/service/ticketing-system/\"\u003eticketing system\u003c/a\u003e within the software to log and manage support requests efficiently.\u003c/li\u003e\r\n\t\u003cli\u003eDevelop a knowledge base with self-help resources and integrate collaboration tools for remote team communication.\u003c/li\u003e\r\n\t\u003cli\u003eTrain support agents, ensure security measures, and continuously monitor and analyse performance for ongoing improvement.\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\nOnce you check off these boxes, you’ll be well on your way to providing outstanding service.\r\n\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-item\"\u003e\r\n \u003cdiv class=\"accordion-closed\"\u003e\r\n \u003ch3\u003eHow can help desk software improve your business?\u003c/h3\u003e\r\n \u003c/div\u003e\r\n \u003cdiv class=\"accordion-open\"\u003e\r\n \u003cp\u003eHelp desk software can improve your business by helping to improve your customer and employee service. With it, you can personalise interactions, reduce costs, foster greater team collaboration, and more.\u003c/p\u003e\r\n \u003c/div\u003e\r\n \u003c/div\u003e\r\n\u003c/div\u003e\r\n","tier-copy-image":"","tier-video-id":""}],"tier-footer-ctas":[{"tier-footer-cta-text":"","tier-footer-cta-url":""}],"tier-hero-headline":"Help desk software","tier-hero-subheading":"Prioritise, track, and resolve customer and employee support tickets efficiently with help desk software. Discover the benefits of an AI-powered solution today.","tier-hero-image":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/heroimageofamanwearingaheadsetandholdingaboatpaddle.jpg","tier-cta-1-text":"Free trial","tier-cta-1-url":"/register/","tier-subheading":"A guide to the 13 best help desk software","tier-hero-description":"\u003ca href=\"/blog/customer-expectations-meet-rising-demands/\"\u003eCustomer expectations\u003c/a\u003e are rising, and businesses must implement systems that help their teams deliver outstanding \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\"\u003ecustomer experiences (CX)\u003c/a\u003e. Whether you’re still using people to make first contact with customers or leveraging AI to increase efficiency, you need the right help desk software to achieve it.\r\n\r\nHelp desk software empowers businesses to deliver more efficient and higher-quality service, whether managing customer conversations or handling IT support requests. Read on to learn about some options on the market so you can find the right fit for your needs.\r\n\r\n\u003cstrong\u003eMore in this guide:\u003c/strong\u003e\r\n\u003cul\u003e\r\n \u003cli\u003e\u003ca href=\"#What is help desk software?\"\u003eWhat is help desk software?\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#Help desk software comparison chart\"\u003eHelp desk software comparison chart\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#The 13 best help desk systems\"\u003eThe 13 best help desk systems\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#Features of help desk systems\"\u003eFeatures of help desk systems\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#Benefits of using help desk tools\"\u003eBenefits of using help desk tools\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#How to choose the right help desk software\"\u003eHow to choose the right help desk software\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#Frequently asked questions\"\u003eFrequently asked questions\u003c/a\u003e\u003c/li\u003e\r\n \u003cli\u003e\u003ca href=\"#Elevate your help desk with Zendesk\"\u003eElevate your help desk with Zendesk\u003c/a\u003e\u003c/li\u003e\r\n\u003c/ul\u003e\r\n\r\n\u003cspan id=\"What is help desk software?\"\u003e\u003c/span\u003e","_edit_lock":"1726222584:5508","_edit_last":"5508","tier-center-screen-headline":"Elevate your help desk with Zendesk","tier-center-screen-body":"\u003cspan id=\"Elevate your help desk with Zendesk\"\u003e\u003c/span\u003e\r\n\r\n\u003cp\u003eThe Zendesk help desk solution enables you to adapt to evolving expectations to continuously provide a great customer experience and employee service. By infusing AI into the entire service experience, Zendesk can help unlock your support team’s potential. Our AI is purpose-built for CX and can help your team resolve even the most complex customer interactions at every touchpoint. Not only that, but Zendesk is easy to use and easy to scale—meaning we can get you started quickly and be there for you as you grow.\r\n\u003c/p\u003e","tier-center-cta-text":"Get your free trial","tier-resource-headline":"Related help desk software guides","tier-resource-links":"\u003ca href=\"/service/help-desk-software/service-desk-software/\"\u003eBest service desk software\u003c/a\u003e\r\n\u003ca href=\"/service/help-desk-software/help-desk-automation/\"\u003eAutomated help desk software\u003c/a\u003e\r\n\u003ca href=\"/internal-help-desk/employee-experience-software/\"\u003eEmployee experience software\u003c/a\u003e\r\n\u003ca href=\"/internal-help-desk/it-help-desk-software/\"\u003eBest IT help desk software\u003c/a\u003e\r\n\u003ca href=\"/service/ticketing-system/\"\u003eTicketing system\u003c/a\u003e\r\n\u003ca href=\"/service/ticketing-system/customer-service-management-software/\"\u003eCustomer service management software\u003c/a\u003e\r\n\u003ca href=\"/service/help-desk-software/incident-management-software/\"\u003eIncident management software\u003c/a\u003e\r\n\u003ca href=\"/service/help-desk-software/ai-help-desk/\"\u003eAI help desk software\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/knowledge-base-software/\"\u003eKnowledge base software\u003c/a\u003e\r\n\u003ca href=\"/service/help-center/client-portal/\"\u003eClient portal software\u003c/a\u003e","tier-resource-description":"We have even more information on help desks and related software and tools. Have a look below.","tier-cta-headline":"See Zendesk in action","tier-cta-2-text":"View demo","last_modified_by":"bureauworks","_tms_delivery":"2025-02-13 05:16:51","tier-customer-story":"201900053","tier-center-screen-checkbox":"1","tier-center-cta-url":"/register/","tier-resource-checkbox":"1","tier-in-page-promo-enable":"1","tier-in-page-promo-img":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/illustrationofwomanclimbingsteps.png","tier-in-page-promo-headline":"Try help desk software for free","tier-in-page-promo-body":"It only takes 30 seconds to start a free trial.","tier-in-page-promo-cta-text":"Free trial ","tier-in-page-promo-cta-link":"https://www.zendesk.co.uk/register/","tier-cta-checkbox":"1","tier-cta-2-url":"/demo/","canonical":"https://www.zendesk.co.uk/service/help-desk-software/","seoTitle":"13 best help desk software of 2025","seoDescription":"Help desk software can improve customer and employee communication. Read about the options in our guide.","seoImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","twitterImage":"https://web-assets.zendesk.com/images/social-share/zendesk-champions-of-customer-service-1.png","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","path":"/service/help-desk-software/","title":"13 best help desk software of 2025","publishedAt":"2023-05-05 13:49:12","updatedAt":"2025-02-13 06:16:51","updatedAtFormatted":"February 13, 2025","content":"","related":[{"key":"postBlock-495339543","image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/ITservicedesk.jpg","alt":""},"link":"/blog/tips-improve-it-service-desk/","title":"3 tips for improving your IT service desk","text":"Get ideas on how to improve your IT service desk so you create a support loop that benefits the entire company—and your customers."},{"key":"postBlock-495325001","image":{"src":"http://d26a57ydsghvgx.cloudfront.net/content/72_DPI-3_What_Is_A_Help_Desk_Square.jpg","alt":""},"link":"/blog/help-desk/","title":"What is a help desk? Definition, benefits, and functions","text":"Effective help desks keep your customers happy and your employees productive. Learn more below."},{"key":"postBlock-495327651","image":{"src":"http://d26a57ydsghvgx.cloudfront.net/content/EmailSystem-1771_Final_x2.jpg","alt":""},"link":"/blog/5-tips-for-setting-expectations-around-in-house-help-desks/","title":"The keys to excellent internal help desk management","text":"These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times."},{"key":"postBlock-495311331","image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/blog/Blog-image-46-Customer%20service%20best%20practices%20%281%29.png","alt":""},"link":"/blog/help-desk-vs-service-desk-whats-name/","title":"Help desk vs service desk: what’s in a name?","text":"Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs"}],"story":{"image":{"alt":"Stanley Black and Decker","src":"https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Stanley4.jpg"},"logoAlt":"Stanley Black and Decker","logoUrl":"https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/stanley%20logo.png","subHeading":"Stanley Black and Decker chooses Zendesk for omnichannel support","blockQuote":"“Zendesk’s Professional Services team were the real driver for our successful, on-time rollout of Zendesk.”","personName":"– Orlando Gadea Ros","jobTitle":"Business Innovation Manager","linkUrl":"/customer/stanley-black-decker/"},"promo":{"heading":"Try help desk software for free","body":"It only takes 30 seconds to start a free trial.","link":{"href":"https://www.zendesk.co.uk/register/","size":"small","children":"Free trial "},"image":{"src":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/illustrationofwomanclimbingsteps.png"}}},"preview":false,"id":495342080,"locale":"gb"},"__lang":"gb","__namespaces":{"header":{"brand_logoname_blog":"Zendesk 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