Top 10 Helpdesk Software: A Comprehensive Review

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Welcome to Our Helpdesk Software Review

Managing customer queries and concerns has become easier in today’s digital age. Among the many software solutions available, helpdesk software is the most efficient way of organizing customer service assistance.

Helpdesk software acts as a hotline for customers to reach out to support teams. It’s a platform that facilitates comprehensive communication between businesses and their customers. Yet, with numerous options available, which helpdesk software should you choose?

We have compiled a top 10 list of the most reputable helpdesk software solutions in the market. In this article, we will take an in-depth look at each of these platforms, their features, and their pricing plans. By the end of this article, you will have accurate and relevant information to make an informed decision.

The Top 10 Helpdesk Software Solutions on the Market

Software Name	Key Features	Pricing
Freshdesk	Multi-channel support, knowledge base, automation	Free for up to three agents; paid plans start at $15/month/agent
ZenDesk	Omnichannel support, ticketing system, knowledge base	Essential plan starts at $5/month/agent; enterprise plan starts at $199/month/agent
HubSpot Service Hub	Shared inbox, ticketing system, live chat	Free for unlimited users; paid plans start at $45/month/agent
SolarWinds MSP Manager	Ticketing system, automation, reporting, integrations	Paid plans start at $69/month/technician
Freshservice	Customizable ticketing system, asset management, knowledge base	Free for up to three agents; paid plans start at $19/month/agent
LiveAgent	Email integration, ticketing system, automation	Paid plans start at $15/month/agent
Kayako	Shared inbox, ticketing system, knowledge base	Paid plans start at $15/month/agent
HappyFox	Multi-channel support, automation, knowledge base	Paid plans start at $29/month/agent
Zendesk Chat	Real-time chat, chatbots, analytics	Free for one concurrent chat; paid plans start at $14/month/agent
Kustomer	Omnichannel support, automation, analytics	Pricing available upon request

1. Freshdesk

Freshdesk is a cloud-based helpdesk software solution that offers multi-channel support for businesses of all sizes. It provides automation features, custom ticketing workflows, and a knowledge base. Freshdesk has over 40 integrations with other software, including Salesforce, Google Analytics, and Zapier. Freshdesk is best suited for small to medium-sized businesses that require an affordable solution.

Key Features:

Multi-channel support through email, phone, chat, social media, and web forms
A customizable ticketing system to organize customer requests
Automated responses to frequently asked questions through a knowledge base
Canned responses, tags, and triggers to automate responses

Pricing:

Freshdesk offers a free trial for 21 days, and the free plan accommodates up to three agents. Paid plans start at $15/month/agent, which includes omnichannel support and advanced features such as time tracking and satisfaction surveys.

2. ZenDesk

ZenDesk is a cloud-based helpdesk software system primarily intended for enterprise-level use. It offers omnichannel support, ticketing systems, and knowledge bases, making it an excellent choice for businesses that receive significant customer traffic. ZenDesk is a suitable option for businesses that prioritize customer experience and require an all-encompassing helpdesk solution.

Key Features:

Omnichannel support through email, phone, chat, social media, and web forms
A customizable ticketing system to organize customer requests
A knowledge base for frequently asked questions
Shared inboxes to allocate customer queries to the best customer service representative

Pricing:

ZenDesk offers a free trial for 14 days. The essential plan starts at $5/month/agent and provides ticketing systems, knowledge bases, and chat widgets. The enterprise plan is the most advanced plan and starts at $199/month/agent, which includes machine learning capabilities and customized dashboards.

3. HubSpot Service Hub

HubSpot is an all-in-one cloud-based CRM platform that offers a helpdesk software solution. HubSpot Service Hub provides a shared inbox, ticketing systems, and live chat support, among other features. It’s a robust customer service management platform that can provide cost benefits to businesses that already utilize the HubSpot CRM.

Key Features:

Shared inboxes to allocate customer queries to the best customer service representative
A customizable ticketing system to organize customer requests
Live chat system to assist customers on your website
Collaborative email system for better customer communication

Pricing:

HubSpot offers a free plan, including unlimited users with basic features. Paid plans start at $45/month/agent, which provides all the native features and a reporting dashboard for performance metrics.

4. SolarWinds MSP Manager

SolarWinds MSP Manager is a helpdesk software solution offering a host of automation features, including ticketing systems, asset management, and integrations with other SolarWinds software. This platform is suitable for businesses that require a helpdesk solution that manages technical support inquiries.

Key Features:

Ticketing systems to manage customer inquiries
Automation and reporting features to track and respond to customer requests
Integrations with other SolarWinds software for streamlined technical support management

Pricing:

The pricing for SolarWinds MSP Manager starts at $69/month/technician, which includes ticketing and asset management features. The premium plan starts at $99/month/technician, which provides automation and integrated billing.

5. Freshservice

Freshservice is a cloud-based helpdesk software solution that offers a customizable ticketing system, asset management, and a knowledge base. Freshservice is designed to be affordable, making it an excellent option for small businesses that require a helpdesk solution.

Key Features:

A customizable ticketing system to organize customer requests
IT asset management to track and manage hardware and software components
A knowledge base for frequently asked questions
Automated responses to frequently asked questions through a knowledge base

Pricing:

Freshservice offers a free plan accommodating up to three agents. Paid plans start at $19/month/agent, which includes all native features, including asset management and project management tools.

6. LiveAgent

LiveAgent is a cloud-based helpdesk software platform that provides services such as email integration, ticketing systems, and automation. It’s an affordable option for businesses seeking a comprehensive helpdesk solution that doesn’t compromise on critical features.

Key Features:

Email integration to manage inquiries from multiple email accounts
A ticketing system with automation to prioritize customer requests
Real-time chat to assist customers on your website
Automated canned responses to frequently asked questions

Pricing:

LiveAgent offers a free trial for 14 days. Paid plans start at $15/month/agent, which includes all native features. The premium plan starts at $39/month/agent, which provides advanced automation features and customized branding options.

7. Kayako

Kayako is a cloud-based helpdesk software system that offers a shared inbox, ticketing systems, and knowledge bases. It’s a suitable option for businesses that require omnichannel support and personalized workflows.

Key Features:

A shared inbox to assign customer queries to the best customer service representative
A customizable ticketing system to organize workflows
A knowledge base for frequently asked questions
Real-time chat support

Pricing:

Kayako offers a free trial for 14 days. Paid plans start at $15/month/agent, which includes all the native features.

8. HappyFox

HappyFox is a cloud-based helpdesk software solution that offers a scalable infrastructure to accommodate growth. It provides a ticketing system, omnichannel support, and automation features, making it an excellent option for businesses that experience high volumes of customer inquiries.

Key Features:

A ticketing system with automation features
Omnichannel support through email, social media, and web forms
Reporting and analytics tools to track customer satisfaction levels
A knowledge base for frequently asked questions

Pricing:

HappyFox offers a free trial for 14 days. Paid plans start at $29/month/agent, which includes all the native features.

9. Zendesk Chat

Zendesk Chat is a cloud-based helpdesk software system that specializes in real-time chat support. It offers live chat, chatbots, and analytics to provide a comprehensive chat management experience. Zendesk Chat is an excellent option for businesses that require live chat support on their website.

Key Features:

Real-time chat support with chatbots
Analytics to track chat performance and customer satisfaction levels
Customizable chat widgets

Pricing:

Zendesk Chat offers a free plan for one concurrent chat. Paid plans start at $14/month/agent, which includes all the native features.

10. Kustomer

Kustomer is a cloud-based helpdesk software platform that offers omnichannel support and automation features. It’s an enterprise-level solution that is suitable for businesses seeking a comprehensive helpdesk software with advanced machine learning capabilities.

Key Features:

Omnichannel support through email, phone, web forms, and social media
Automation features to prioritize and manage customer inquiries
Machine learning capabilities to personalize workflows

Pricing:

Kustomer offers pricing upon request, which includes all the native features and customized workflows.

FAQs

1. What is helpdesk software, and how does it work?

Helpdesk software is a platform that facilitates communication between businesses and their customers. It provides services, including ticketing systems, automation, and omnichannel support, that streamlines customer queries and concerns.

2. What are the benefits of using helpdesk software?

Helpdesk software simplifies and organizes customer queries, providing efficient communication between businesses and their customers. It reduces response times, enhances customer retention, and streamlines workflows.

3. What are the essential features of helpdesk software?

Ticketing systems, omnichannel support, automation, and reporting are the essential features of helpdesk software. These features allow businesses to manage customer queries effectively and efficiently.

4. Which businesses benefit most from helpdesk software?

Businesses of all sizes and industries can benefit from helpdesk software. However, businesses that receive significant customer traffic and require efficient communication management systems benefit the most.

5. Are there any free helpdesk software options available?

Yes, several helpdesk software solutions offer free plans with limited features. Among these are Freshdesk, Freshservice, and HubSpot Service Hub.

6. What is the cost of implementing helpdesk software?

The cost of implementing helpdesk software varies depending on the software vendor and the required capacity. Most helpdesk software vendors provide pricing plans on a per-agent basis.

7. How do I choose the best helpdesk software for my business?

When choosing helpdesk software for your business, consider factors such as the size of your business, the volume of customer queries you receive, and the automation features you need. Also, compare prices and features to determine the best value for your business.

Conclusion

We have reviewed the top 10 helpdesk software solutions available in the market today. Each software has its unique features and strengths, providing businesses with comprehensive customer service management solutions. Before deciding on the most suitable software solution for your business, evaluate the features and prices to make an informed decision.

By implementing helpdesk software, businesses can enhance customer experience and streamline communication management systems. Use this article as your guide to choosing the right software solution for your business.

Disclaimer

The information provided in this article is for informational purposes only. The list of software solutions is subject to change, and businesses should conduct their research to determine the most appropriate helpdesk software for their needs. While we strive to ensure the accuracy and timeliness of the information presented, errors may occur, and the information provided is not guaranteed to be comprehensive or up-to-date. We do not endorse any of the software solutions mentioned and are not affiliated with any of the software vendors.