Top 54 Help Desk Software (Jun 2024)

Help Desk Buyer's Guide

Overview

Help desk software is a category of tools designed to provide customer support and assistance to users. It enables businesses to manage and respond to customer queries, issues, and tickets efficiently. Help desk software plays a crucial role in enhancing customer satisfaction and improving overall business operations.

Main Features

Common features of help desk software include ticket management, automation of repetitive tasks, knowledge base management, live chat support, reporting and analytics, integration with other business tools, and multichannel support for communication with customers.

Main Business Processes

Help desk software helps businesses streamline customer support processes, manage incoming support requests, prioritize and assign tickets to agents, track issue resolution progress, collaborate internally on issue resolution, and analyze support performance through reporting and analytics.

Steps on How to Buy Help Desk Software

1. Identify your business requirements and challenges in customer support. 2. Research different help desk software solutions and compare their features. 3. Request demos or free trials from potential vendors to test the software. 4. Consider scalability, ease of use, customization options, integration capabilities, and pricing. 5. Consult with key stakeholders and IT teams before making a decision. 6. Negotiate terms and pricing with the chosen vendor. 7. Implement the help desk software and provide training to users. 8. Monitor performance and gather feedback for continuous improvement.

Things to Consider

When buying help desk software, consider factors such as scalability to support growing customer support needs, ease of customization to align with your business processes, integration capabilities with existing tools, ease of use for agents and customers, security features to protect customer data, and pricing plans that fit your budget.

Popular Vendors and Market Share

Some of the most popular help desk software vendors include Zendesk, Freshdesk, ServiceNow, Salesforce Service Cloud, and Jira Service Desk. Zendesk holds a significant market share in the help desk software category, followed by Freshdesk and ServiceNow.

Trends and Future of Help Desk Software

The future of help desk software is moving towards AI-powered automation, self-service options for customers, omnichannel support for seamless communication, and enhanced analytics for better decision-making. Integration with other business tools and focus on improving customer experience will continue to drive innovation in this category.

10 Questions to Ask Help Desk Software Vendors During a Demo

1. How does your software handle ticket prioritization and assignment? 2. Can the software automate repetitive tasks in the support process? 3. Does the software offer multichannel support for customer communication? 4. How does the knowledge base management feature work? 5. What reporting and analytics capabilities does the software provide? 6. Is the software customizable to fit our specific business processes? 7. How does the software ensure data security and compliance? 8. What integration options does the software offer with other business tools? 9. What is your pricing model and are there any hidden costs? 10. How does your software support scalability as our business grows?

Head to head Help Desk software leaders comparisons:

List of Help Desk Software:

Help Desk Software Price Range

Most Help Desk software are priced per user/per month, and their price ranges can be broken into three tiers, starting from $4 to $20, $20 to $70, and then $70 to $150. However, the premium and enterprise plans from some vendors may cost more than this. In addition, some products have perpetual licenses that must be purchased with a one-time fee. For example, iSupport pricing starts from $699, LiveZilla pricing from $155, and Re:Desk pricing from $99 per user license.

In addition, the prices for most products are set based on the size of an organization; hence, users can expect different prices for help desk software.

• Small-sized companies and startups can expect to pay between $5 and $25 for Help Desk software every month. For example, SolarWinds Service Desk cost price starts from $19 monthly, Jira Service pricing from $10 a month, and atSpoke pricing from around $4 per user per month. Furthermore, some vendors offer free service, especially for small businesses with a tiny workforce. For example, Vision Helpdesk, Live Agent, and Mint Service Desk all have free plans.
• Medium-scale businesses can expect to pay prices that fall within $20 to $70 per user monthly for help desk software. For instance, Salesforce Essentials pricing starts at $25 monthly, Teamsupport costs around $50 per-user/monthly, and HappyFox Help Desk from around $24 per user per month.
• Large companies can expect to pay between $70 to $150 for Help Desk software per month. For example, Logmeln Rescue cost price starts from around $149 per user monthly, Kustomer pricing from $89 per user monthly, and Atera pricing from around $80 per user per month. Note, however, that onboarding and installation may be needed for some software; hence, extra fee may be charged by the offering vendors.

The pricing for some best of breeds of Help Desk Software are discussed below:

• Customer Relationship Management Most customer relation software are priced on a monthly basis per user. Prices fall between the ranges of $0 to $13, $13 to $45, and then $45 and above. For example, Cogmento CRM pricing starts from $2 per user monthly; Agile CRM pricing starts from around $9 per user per month; Dynamics 365 pricing starts from $190 per user monthly.
• Call Center Software The pricing for this software category can cost below or above $100 per user monthly; however, some vendors charge on per-usage terms. For example, Five9 pricing goes for $100 per user monthly; VCC Live pricing starts from $44 per user monthly; Zadarma cost price starts from around $5 per user per month.
• Compliant Management Software The price points for most Complaint Management Software fall between $5 to $80 per user per month. For example, Consol CM/Compliant cost price starts from $69 per user monthly; NABD pricing starts from $10 per user monthly; UseResponse pricing starts from $15 per user per month.
• Issue Tracking Software Most issue tracking Software tools are priced on a per user per month basis. Their price can be broken into three tiers, starting from $3 to $15, $15 to $35, and $35 upwards. For example, Mint Service Desk cost price starts from $4 per user monthly; AzureDesk pricing starts from around $13 per user per month; FocalScope pricing starts from $20 per user monthly.
• Live Chat Software Most live chat software products are priced on a per-user, per-month basis, and it can be divided into three tiers, starting from $5 to $17, $17 to $46, and $46 upwards. For example, FreshChat pricing starts from $15 per user monthly; UserLike pricing starts from around $30 per user monthly; HubSpot Service Hub pricing starts from around $50 monthly per user.
• Customer Service Software The price for most customer service software solutions fall within $5 to $150 and above. For example, Genesys Cloud pricing starts from around $100 per user monthly.