- \n
- What Should You Look for in Helpdesk Software?\u00a0<\/a><\/li>\n
- The 15 Best Helpdesk Software to Use in 2024<\/a>\n
- \n
- 1.\u00a0ClickUp\u00a0<\/a><\/li>\n
- 2. TeamSupport<\/a><\/li>\n
- 3. Deskpro<\/a><\/li>\n
- 4. Zoho Desk<\/a><\/li>\n
- 5. Help Scout<\/a><\/li>\n
- 6. Salesforce Service Cloud<\/a><\/li>\n
- 7. ServiceNow<\/a><\/li>\n
- 8. Zendesk<\/a><\/li>\n
- 9. Spiceworks<\/a><\/li>\n
- 10. LiveAgent<\/a><\/li>\n
- 11. Jira<\/a><\/li>\n
- 12. ProProfs Helpdesk<\/a><\/li>\n
- 13. SAP<\/a><\/li>\n
- 14. SuuportBee<\/a><\/li>\n
- 15. HiverHQ<\/a><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n
What Should You Look for in Helpdesk Software?\u00a0<\/h2>\n
Helpdesk software is essential for IT departments, customer service teams<\/a>, and managers handling projects with user feedback. But not all tools are created equal, especially if you\u2019re running a large enterprise that needs custom functionality or a small team that\u2019s balancing a budget with software needs. ?\ufe0f<\/p>\n
Here are a few things that make for great helpdesk software:<\/p>\n
- \n
- Ticket reporting and monitoring<\/a>:<\/strong> Look for helpdesk tools that offer issue tracking features<\/a> so you can monitor the customer experience from the moment they raise a red flag to the minute they\u2019ve had it successfully resolved<\/li>\n
- Omnichannel<\/strong> support:<\/strong> Nothing is worse than hopping through dozens of different platforms to answer customer questions. Choose helpdesk software that offers multichannel support in one platform<\/li>\n
- Knowledge base:<\/strong> A centralized database of commonly asked questions and solutions to let customers help themselves without waiting for support agents<\/li>\n<\/ul>\n
\n![\"ClickUp](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2022\/09\/Docs_Chat-view_List-view_Homepage-9-1400x1055.png\")
Collaborate on ideas and create stunning Docs or wikis with nested pages and custom formatting options for roadmaps, knowledge bases, and more<\/figcaption><\/figure>\n<\/div>\n - \n
- Automation:<\/strong> Remove the hurdle of constantly handling recurring tasks by making the helpdesk software take care of them for you<\/li>\n
- Integrations:<\/strong> Select a helpdesk software that works with other tools you use on a regular basis to improve the customer experience<\/li>\n
- Customization:<\/strong> The best tools are the ones that meet your specific needs. Opt for software that fits in with your workflows<\/li>\n<\/ul>\n
The 15 Best Helpdesk Software to Use<\/h2>\n
Now that you know what to look for in your helpdesk software, it\u2019s time to check out a few of the best examples in the industry. From paid all-in-one CRM tools designed for large enterprises to pared-down yet effective options for smaller businesses and people choosing free software, here are 15 of the best helpdesk software options to try. ?<\/p>\n
1.\u00a0ClickUp<\/a>\u00a0<\/h3>\n
\n![\"Conditional](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/04\/Conditional-Logic-in-ClickUp-Forms-to-Streamline-Internal-Requests.gif\")
Streamline internal requests for design or IT teams to collect the exact information needed in your Forms<\/figcaption><\/figure>\n<\/div>\n ClickUp may be most well-known as a project management tool, but our helpdesk software and customer service management tools are just as effective. If you need to gather feedback from your customers, turn to the Form view by ClickUp<\/a>. <\/p>\n
This feature offers customization to collect the exact information you need to serve your users.\u00a0<\/p>\n
Want to offer customers a quick and easy way to submit a help request? ClickUp\u2019s Help Desk Ticket Template<\/a> has you covered. Featuring six statuses, you can track progress on the helpdesk ticket from the moment you receive it until it\u2019s been resolved. Custom views let you prioritize and escalate tickets as needed.<\/p>\n
ClickUp best features<\/h4>\n
- \n
- Wide range of project management field types\u2014including checkboxes, labels, and short- and long-form text\u2014makes it easy to gather all types of information using forms<\/li>\n
- Automatically creates tasks from forms, streamlining your workflows<\/li>\n
- Create custom labels to organize helpdesk tickets and add a priority tag to address urgent tickets<\/li>\n
- Extensive customization means your forms are truly unique and reflect exactly the information you need<\/li>\n
- Security and privacy features keep your data safe and meet GDPR, PCI DSS Service Provider Level 1, and CCPA compliance regulations<\/li>\n<\/ul>\n
ClickUp limitations<\/h4>\n
- \n
- Form view is not available on the free plan<\/li>\n
- Some individuals felt the learning curve for its large number of features was high<\/li>\n<\/ul>\n
ClickUp pricing\u00a0<\/h4>\n
- \n
- Free Forever<\/strong><\/li>\n
- Unlimited:<\/strong> $7\/month per user<\/li>\n
- Business:<\/strong> $12\/month per user<\/li>\n
- Enterprise:<\/strong> Contact for pricing<\/li>\n<\/ul>\n
ClickUp ratings and reviews\u00a0<\/h4>\n
- \n
- G2:<\/strong> 4.7\/5 (8,200+ reviews)<\/li>\n
- Capterra:<\/strong> 4.7\/5 (3,700+ reviews)<\/li>\n<\/ul>\n
2. TeamSupport<\/h3>\n
\n![\"Helpdesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/TeamSupport.jpg\")
via TeamSupport<\/a><\/figcaption><\/figure>\n<\/div>\n TeamSupport offers customer service software tools to better understand your customers and offer the support they need. Their solutions include live chat for sales and marketing teams as well as custom data analytics. ?\u200d?<\/p>\n
TeamSupport best features<\/h4>\n
- \n
- Built-in Customer Distress Index tools help monitor and prevent churn<\/li>\n
- Integrates with customer support and team tools, including Slack, Salesforce, JIRA, HubSpot, and Azure DevOps<\/li>\n
- The Product Database key features enable tracking of customer data and products at the ticket level for faster resolution and informed issue tracking for support teams<\/li>\n<\/ul>\n
TeamSupport limitations<\/h4>\n
- \n
- There is no free trial\u00a0<\/li>\n
- Ticket automation rules only run on a ticket one time to prevent loops, but that means manually writing multiple rules to handle more complicated helpdesk tickets<\/li>\n
- Doesn\u2019t have the robust project management solutions compared to other desk tools<\/li>\n<\/ul>\n
TeamSupport pricing\u00a0<\/h4>\n
- \n
- Essential Support:<\/strong> $49\/month per agent<\/li>\n
- Enterprise Support:<\/strong> $69\/month per agent<\/li>\n
- Complete <\/strong>Customer Support<\/strong> Suite:<\/strong> $119\/month per agent<\/li>\n<\/ul>\n
TeamSupport ratings and reviews<\/h4>\n
- \n
- G2:<\/strong> 4.4\/5 (840+ reviews)<\/li>\n
- Capterra:<\/strong> 4.5\/5 (830+ reviews)<\/li>\n<\/ul>\n
3. Deskpro<\/h3>\n
\n![\"Helpdesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/Deskpro.jpg\")
via Deskpro<\/a><\/figcaption><\/figure>\n<\/div>\n Deskpro is an all-in-one support software that centralizes your customer data and help requests in one place\u2014regardless of where a customer submits an issue. Built-in live chat and omnichannel support cuts down the time it takes to resolve issues and answer questions. Plus, you can automate ticket routing and incident management protocols to address customer issues and streamline your internal work processes.<\/p>\n
Deskpro best features<\/h4>\n
- \n
- Take control with on-premise features and host your data on your own server infrastructure, or choose their cloud option to store at one of their data centers<\/li>\n
- Self-service platform makes it easy to create a help center knowledge base<\/a> for customers to get answers to FAQs and solve common issues<\/li>\n
- Completely customizable to develop a ticketing system that streamlines the customer experience and improves customer satisfaction<\/li>\n<\/ul>\n
Deskpro limitations<\/h4>\n
- \n
- There\u2019s a learning curve for users that are newer to servers, which means new IT hires may need additional support getting it up and running<\/li>\n
- The CRM software<\/a> was buggy at times, but the help center is quick to respond<\/li>\n<\/ul>\n
Deskpro pricing\u00a0<\/h4>\n
- \n
- Team:<\/strong> $29\/month per agent
Professional:<\/strong> $59\/month per agent<\/li>\n- Enterprise:<\/strong> $99\/month per agent<\/li>\n<\/ul>\n
Deskpro ratings and reviews<\/h4>\n
- \n
- G2:<\/strong> 4.3\/5 (20+ reviews)<\/li>\n
- Capterra:<\/strong> 4.6\/5 (30+ reviews)<\/li>\n<\/ul>\n
4. Zoho Desk<\/h3>\n
\n![\"Zoho](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2022\/09\/Zoho-desk-knowledge-base-example-1400x817.jpeg\")
via Zoho Desk<\/a><\/figcaption><\/figure>\n<\/div>\n Zoho Desk aims to make customer service easier while boosting productivity and making memorable connections with your end users. Whether you\u2019re running large support teams or a small business, this helpdesk solution manages tickets and customer support requests across various communication channels. <\/p>\n
The multi-department functionality is particularly useful for teams that need IT help that\u2019s unique to each department or across different brands. ?<\/p>\n
Zoho Desk best features<\/h4>\n
- \n
- User-friendly and intuitive interface means it\u2019s easy for all team members to get up to speed and address support tickets<\/li>\n
- Built-in AI tools<\/a> including a chatbot, sentiment analysis, and a reply assistant offer insight for team members to provide the best help possible<\/li>\n
- Instant notifications of changes in ticket activity and customizable work modes improve IT helpdesk productivity<\/li>\n<\/ul>\n
Zoho Desk limitations<\/h4>\n
- \n
- The sheer number of features means spending time and effort learning how to best leverage the tool to meet your company\u2019s needs<\/li>\n
- There are limits on tickets created via API, which can be challenging for larger enterprises<\/li>\n<\/ul>\n
Zoho Desk pricing\u00a0<\/h4>\n
- \n
- Standard:<\/strong> $20\/month per user<\/li>\n
- Professional:<\/strong> $35\/month per user
Enterprise:<\/strong> $50\/month per user<\/li>\n<\/ul>\nZoho Desk ratings and reviews<\/h4>\n
- \n
- G2:<\/strong> 4.4\/5 (4,700+ reviews)<\/li>\n
- Capterra:<\/strong> 4.5\/5 (2,000+ reviews)<\/li>\n<\/ul>\n
5. Help Scout<\/h3>\n
\n![\"Helpdesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/05\/Help-Scout.png\")
via Help Scout<\/a><\/figcaption><\/figure>\n<\/div>\n Help Scout offers a simplified approach to helpdesk software solutions. Featuring workflow automation<\/a> tools, knowledge centers, and shared inboxes, it\u2019s easier than ever to connect with users and improve customer interactions.<\/p>\n
Help Scout best features<\/h4>\n
- \n
- The real-time helpdesk management software lets you address customer problems in minutes\u00a0<\/li>\n
- Easily view user profiles in the customer database<\/a>, including previous conversations and website history, so your IT support team can fully address service requests\u00a0<\/li>\n
- Use the reporting features to track team metrics and customer happiness with simple self-service portal<\/li>\n<\/ul>\n
Help Scout limitations<\/h4>\n
- \n
- The Mailbox API is rate limited, and all users count toward the maximum, meaning you have to manage use more closely than with other tools<\/li>\n
- Some users felt the layout of the knowledge platform could be more intuitive for service requests<\/li>\n<\/ul>\n
Help Scout pricing\u00a0<\/h4>\n
- \n
- Standard:<\/strong> $20\/month per user<\/li>\n
- Plus:<\/strong> $40\/month per user<\/li>\n
- Pro:<\/strong> $65\/month per user<\/li>\n<\/ul>\n
Help Scout ratings and reviews<\/h4>\n
- \n
- G2:<\/strong> 4.4\/5 (390+ reviews)<\/li>\n
- Capterra:<\/strong> 4.6\/5 (200+ reviews)<\/li>\n<\/ul>\n
Check out our list of the top alternatives to Help Scout<\/a><\/em><\/strong><\/p>\n
6. Salesforce Service Cloud<\/h3>\n
\n![\"Helpdesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/Salesforce-Service-Cloud.jpg\")
via Salesforce<\/a><\/figcaption><\/figure>\n<\/div>\n Salesforce is a world-renown CRM and their helpdesk platform known as Service Cloud is aimed at streamlining customer support for businesses. Key features include intelligent automation to reduce costs and improve workflows as well as incident management to track major risks related to the customer relationship. \u270d\ufe0f<\/p>\n
Salesforce Service Cloud best features<\/h4>\n
- \n
- Built-in generative AI helps decrease resolution time and increase team performance and KPIs<\/li>\n
- The omnichannel helpdesk ticketing system funnels all customer requests in one easy-to-manage platform no matter where the customer asked for help\u2014be it through a call center, a social media post, or an e-commerce channel<\/li>\n
- Remote assistance and escalation tools enable quick responses to requests at any service level in the self-service portal<\/li>\n<\/ul>\n
Salesforce Service Cloud limitations<\/h4>\n
- \n
- Many of the desk software features are add-ons or come with limits, increasing the cost of the tool depending on your organization\u2019s needs<\/li>\n
- Navigation can be more complex compared to other customer support tools, resulting in a higher learning curve<\/li>\n<\/ul>\n
Salesforce Service Cloud pricing\u00a0<\/h4>\n
- \n
- Starter:<\/strong> $25\/month per user (billed annually)<\/li>\n
- Professional:<\/strong> $75\/month per user (billed annually)<\/li>\n
- Enterprise:<\/strong> $150\/month per user (billed annually)<\/li>\n
- Unlimited:<\/strong> $300\/month per user (billed annually)<\/li>\n<\/ul>\n
Salesforce Service Cloud ratings and reviews<\/h4>\n
- \n
- G2:<\/strong> 4.2\/5 (2,200+ reviews)<\/li>\n
- Capterra:<\/strong> 4.4\/5 (700+ reviews)<\/li>\n<\/ul>\n
Check out these Salesforce alternatives<\/a>! <\/em><\/strong><\/p>\n
7. ServiceNow<\/h3>\n
\n![\"Helpdesk](\"https:\/\/clickup.com\/blog\/wp-content\/uploads\/2023\/07\/ServiceNow.jpg\")
via ServiceNow<\/a><\/figcaption><\/figure>\n<\/div>\n ServiceNow<\/a> is an IT service management (ITSM) tool that helps businesses track tickets and create solutions that solve customer pain points and meet company goals. It\u2019s one of the best help desk software options with a cloud-based helpdesk, so you don\u2019t have to worry about maintaining servers or dealing with complex hosting issues.\u00a0<\/p>\n
The tool offers service desk<\/a> automation to cut down on the time it takes your team to perform recurring tasks and IT asset management insights. So you can focus on serving your customers.<\/p>\n
ServiceNow best features<\/h4>\n
- \n
- Real-time reports and dashboards let you manage inventory, address customer questions, and streamline your ticketing system across departments to increase customer support<\/li>\n
- Automatic prioritization and task assignments reduce the number of steps in your workflow to speed up response time<\/li>\n
- The IT platform dashboard stores all your data and insights in one place to boost collaboration and promote employee engagement<\/a><\/li>\n
- Use the handy service level agreement (SLA) management reminders and notifications to stay on top of customer satisfaction<\/li>\n<\/ul>\n
ServiceNow limitations<\/h4>\n
- \n
- Use the handy service level agreement (SLA) management reminders and notifications to stay on top of customer satisfaction<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.4\/5 (700+ reviews)<\/li>\n<\/ul>\n
- Professional:<\/strong> $75\/month per user (billed annually)<\/li>\n
- Starter:<\/strong> $25\/month per user (billed annually)<\/li>\n
- Capterra:<\/strong> 4.6\/5 (200+ reviews)<\/li>\n<\/ul>\n
- Plus:<\/strong> $40\/month per user<\/li>\n
- Standard:<\/strong> $20\/month per user<\/li>\n
- Use the reporting features to track team metrics and customer happiness with simple self-service portal<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.5\/5 (2,000+ reviews)<\/li>\n<\/ul>\n
- Professional:<\/strong> $35\/month per user
- Standard:<\/strong> $20\/month per user<\/li>\n
- Instant notifications of changes in ticket activity and customizable work modes improve IT helpdesk productivity<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.6\/5 (30+ reviews)<\/li>\n<\/ul>\n
- Enterprise:<\/strong> $99\/month per agent<\/li>\n<\/ul>\n
- Team:<\/strong> $29\/month per agent
- Completely customizable to develop a ticketing system that streamlines the customer experience and improves customer satisfaction<\/li>\n<\/ul>\n
- Capterra:<\/strong> 4.5\/5 (830+ reviews)<\/li>\n<\/ul>\n
- Enterprise Support:<\/strong> $69\/month per agent<\/li>\n
- Essential Support:<\/strong> $49\/month per agent<\/li>\n
- Capterra:<\/strong> 4.7\/5 (3,700+ reviews)<\/li>\n<\/ul>\n
- Unlimited:<\/strong> $7\/month per user<\/li>\n
- Free Forever<\/strong><\/li>\n
- Integrations:<\/strong> Select a helpdesk software that works with other tools you use on a regular basis to improve the customer experience<\/li>\n
- Omnichannel<\/strong> support:<\/strong> Nothing is worse than hopping through dozens of different platforms to answer customer questions. Choose helpdesk software that offers multichannel support in one platform<\/li>\n
- 2. TeamSupport<\/a><\/li>\n
- The 15 Best Helpdesk Software to Use in 2024<\/a>\n