Comparing Online Help Desk Software: Which One is Right for You?

Welcome to Our Comprehensive Comparison of Online Help Desk Software

Are you in the market for an online help desk software for your business or organization? With so many options available, it can be overwhelming to choose the right one for your needs. Luckily, our team of experts has conducted extensive research and testing to bring you this comprehensive comparison of online help desk software.

In this article, we will compare the most popular help desk software options available today, including their features, pricing, and customer reviews. We’ll also answer some common questions about help desk software to help you make an informed decision. Let’s dive in!

What is Online Help Desk Software?

Online help desk software is a tool that enables businesses and organizations to manage customer support inquiries and tickets. It allows support teams to organize and track all requests in one place and communicate with customers to resolve issues efficiently. Help desk software typically includes features such as ticket management, knowledge base, live chat, and reporting.

The Benefits of Online Help Desk Software

So, why should you consider using online help desk software for your business? Here are some of the key benefits:

  • Centralized ticket management: All support requests are organized in one place, making it easier for support teams to prioritize and resolve them.
  • Improved communication: Help desk software provides a centralized platform for communicating with customers, enabling faster response times and better service.
  • Efficient resource utilization: With features such as auto-assignment and ticket routing, help desk software enables support teams to work more efficiently, ensuring faster ticket resolution times.
  • Better reporting and analytics: Help desk software provides valuable insights into customer support performance, enabling businesses to make data-driven decisions and continuously improve their service.

Online Help Desk Software Comparison

Now that we have a good understanding of what online help desk software is, let’s compare some of the most popular options available in the market.

Software
Features
Pricing
Customer Reviews
Freshdesk
Multi-channel support, automations, gamification
Starts at $19/month
4.6/5 (Capterra)
Zoho Desk
Knowledge base, social support, AI-powered assistant
Starts at $14/month
4.3/5 (Capterra)
SolarWinds Service Desk
ITIL framework, incident management, self-service portal
Starts at $20/month
4.7/5 (Capterra)
Zendesk
Multi-channel support, reporting, chatbots
Starts at $49/month
4.2/5 (Capterra)
Desk.com
Enterprise-level features, social support, integrations
Starts at $20/month
4/5 (Capterra)

Freshdesk

Freshdesk is a popular help desk software that offers multi-channel support, automations, and gamification features. It’s designed to streamline ticket management and help support teams resolve issues faster.

Features

Freshdesk offers a range of features, including:

  • Multi-channel support: Freshdesk enables businesses to support customers across multiple channels, including email, phone, chat, and social media.
  • Automations: With Freshdesk, businesses can automate repetitive tasks such as ticket assignment and status updates.
  • Gamification: Freshdesk includes gamification features such as leaderboard and badges to motivate support teams and improve productivity.

Pricing

Freshdesk offers a range of pricing options, starting at $19/month for the Sprout plan, which includes basic features such as email and social ticketing. Higher-tier plans include additional features such as custom ticket forms and priority support.

Customer Reviews

Freshdesk has a 4.6/5 rating on Capterra, with users praising its ease of use and comprehensive feature set.

Zoho Desk

Zoho Desk is a help desk software designed to enable businesses to provide seamless, personalized support to their customers. It includes features such as a knowledge base, social support, and an AI-powered assistant.

Features

Zoho Desk includes the following features:

  • Knowledge base: Zoho Desk enables businesses to build a comprehensive knowledge base for their customers, reducing the number of support requests received.
  • Social support: With Zoho Desk, businesses can support customers across social channels such as Twitter and Facebook.
  • AI-powered assistant: Zoho Desk includes an AI-powered assistant that can help resolve common customer queries, freeing up support teams to focus on more complex issues.

Pricing

Zoho Desk offers a range of pricing options, starting at $14/month for the Standard plan, which includes basic features such as email and social ticketing. Higher-tier plans include additional features such as advanced analytics and customer satisfaction surveys.

Customer Reviews

Zoho Desk has a 4.3/5 rating on Capterra, with users praising its ease of use and customer support.

SolarWinds Service Desk

SolarWinds Service Desk is a help desk software designed for IT service management, with features such as the ITIL framework, incident management, and a self-service portal.

Features

SolarWinds Service Desk includes the following features:

  • ITIL framework: SolarWinds Service Desk is based on the ITIL framework, enabling businesses to align their support processes with industry best practices.
  • Incident management: With SolarWinds Service Desk, businesses can efficiently manage and resolve incidents, minimizing downtime and disruption.
  • Self-service portal: SolarWinds Service Desk includes a self-service portal that enables customers to resolve common issues themselves, reducing the burden on support teams.

Pricing

SolarWinds Service Desk offers a range of pricing options, starting at $20/month for the Standard plan, which includes basic features such as ticket management and reporting. Higher-tier plans include additional features such as asset management and change management.

Customer Reviews

SolarWinds Service Desk has a 4.7/5 rating on Capterra, with users praising its ease of use and customer support.

Zendesk

Zendesk is a popular help desk software that offers multi-channel support, reporting, and chatbots. It’s designed to help businesses provide personalized support to their customers.

Features

Zendesk includes a range of features, including:

  • Multi-channel support: Zendesk enables businesses to support customers across multiple channels, including email, phone, chat, and social media.
  • Reporting: With Zendesk, businesses can gain valuable insights into customer support performance, enabling them to improve their service continuously.
  • Chatbots: Zendesk includes chatbots that can help resolve common customer queries, freeing up support teams to focus on more complex issues.

Pricing

Zendesk offers a range of pricing options, starting at $49/month for the Essential plan, which includes basic features such as email and social ticketing. Higher-tier plans include additional features such as advanced analytics and customer satisfaction surveys.

Customer Reviews

Zendesk has a 4.2/5 rating on Capterra, with users praising its ease of use and flexible pricing options.

Desk.com

Desk.com is a help desk software designed for enterprise-level businesses, with features such as social support, integrations, and mobile apps.

Features

Desk.com includes a range of features, including:

  • Social support: Desk.com enables businesses to support customers across social channels such as Twitter and Facebook.
  • Integrations: With Desk.com, businesses can integrate with other tools such as Salesforce and JIRA, streamlining their support workflows.
  • Mobile apps: Desk.com includes mobile apps that enable support teams to manage tickets on-the-go.

Pricing

Desk.com offers a range of pricing options, starting at $20/month for the Pro plan, which includes basic features such as email and social ticketing. Higher-tier plans include additional features such as custom branding and priority support.

Customer Reviews

Desk.com has a 4/5 rating on Capterra, with users praising its ease of use and flexible pricing options.

FAQs

Q: What is the best help desk software?

A: The best help desk software depends on your business’s specific needs and budget. Some of the most popular options available today include Freshdesk, Zoho Desk, SolarWinds Service Desk, Zendesk, and Desk.com. We recommend evaluating each software’s features, pricing, and customer reviews before making a decision.

Q: What are the key features of help desk software?

A: Help desk software typically includes features such as ticket management, knowledge base, live chat, and reporting. Additional features may include multi-channel support, automations, and social support.

Q: What is ticket management?

A: Ticket management is the process of organizing and tracking customer support requests in one place. Help desk software typically includes features such as auto-assignment and ticket routing to help support teams manage tickets more efficiently.

Q: What is a knowledge base?

A: A knowledge base is a collection of articles, FAQs, and other resources that provide answers to common customer queries. Help desk software may include features such as a knowledge base to empower customers to find answers to their questions on their own.

Q: What is multi-channel support?

A: Multi-channel support is the ability to support customers across multiple channels, such as email, phone, chat, and social media. Help desk software may include features such as multi-channel support to enable businesses to provide personalized support to their customers.

Q: What are automations?

A: Automations are features that enable businesses to automate repetitive tasks such as ticket assignment and status updates. Help desk software may include automations to help support teams work more efficiently and resolve tickets faster.

Q: What is social support?

A: Social support is the ability to support customers across social channels such as Twitter and Facebook. Help desk software may include features such as social support to enable businesses to provide support to their customers where they are most active.

Q: What is the ITIL framework?

A: The ITIL framework is a set of best practices for IT service management. Help desk software may be based on the ITIL framework to help businesses align their support processes with industry standards.

Q: What is incident management?

A: Incident management is the process of managing and resolving incidents, such as system downtime or service disruptions. Help desk software may include incident management features to enable businesses to minimize the impact of incidents on their customers.

Q: What is a self-service portal?

A: A self-service portal is a platform that enables customers to resolve common issues themselves, such as by searching a knowledge base or submitting a support request. Help desk software may include a self-service portal to reduce the burden on support teams.

Q: What are chatbots?

A: Chatbots are AI-powered assistants that can help resolve common customer queries. Help desk software may include chatbots to free up support teams to focus on more complex issues.

Q: What are integrations?

A: Integrations are the ability to connect with other tools and applications, such as CRM or project management software. Help desk software may include integrations to streamline support workflows and improve efficiency.

Q: What is custom branding?

A: Custom branding is the ability to customize the look and feel of the help desk software to match a business’s brand. Help desk software may include custom branding features to provide a consistent experience for customers.

Q: What is priority support?

A: Priority support is the ability to receive priority assistance from the software provider’s support team. Help desk software may include priority support as a premium feature for higher-tier pricing plans.

Q: How do I choose the right help desk software for my business?

A: To choose the right help desk software for your business, we recommend evaluating each software’s features, pricing, and customer reviews. Consider your business’s specific needs and budget when making a decision.

The Final Word

Choosing the right online help desk software for your business can be a daunting task, but it’s important to invest in a tool that can help you provide excellent customer support. We hope this comprehensive comparison of online help desk software has provided you with the information you need to make an informed decision.

Remember to consider each software’s features, pricing, and customer reviews when making a decision. We wish you the best of luck in finding the perfect help desk software for your business!

Disclaimer

The information contained in this article is for educational and informational purposes only and should not be construed as professional advice. Before making any decisions regarding online help desk software, we recommend consulting with a qualified professional.