Best Help Desk Software

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Last updated: Nov 30, 2018
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
97/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3.4/10
License pricing license pricing (if provided by the software vendor)
$29 Per month/user
Hosting
Cloud
Functionality score
37
Fit small business
Fit medium business
Fit large business
Software review
Samanage
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4.2/10
License pricing license pricing (if provided by the software vendor)
$800 Per year/user
Hosting
Cloud
Functionality score
38
Fit small business
Fit medium business
Fit large business
Software review
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
93/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$19 Per month/user
Hosting
On premise and Cloud
Functionality score
39
Fit small business
Fit medium business
Fit large business
Software review
TeamSupport
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
92/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
3/10
License pricing license pricing (if provided by the software vendor)
$20 Per month/user
Hosting
Cloud
Functionality score
44
Fit small business
Fit medium business
Fit large business
Software review
FuseDesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6.4/10
License pricing license pricing (if provided by the software vendor)
$97 Per month/user
Hosting
NA
Functionality score
7
Fit small business
Fit medium business
Fit large business
Software review

TOP 10 Help Desk Software

1. Zendesk

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $29 Per month/user
  • Oct 10, 2018
Compare Zendesk Vs. Zendesk

Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. Zendesk takes customer communication from anywhere. Your website, email, phone, Twitter, Facebook, and chat and turns it into a ticket. Your support team sees everything in one p


2. Samanage Help Desk

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $800 Per year/user
  • Oct 10, 2018
Compare Samanage Help Desk Vs. Zendesk

Samanage is an IT service desk and asset management application that aids businesses and entrepreneurs to monitor their enterprise and provide faster response to requests and queries from their clients. A knowledge base from resolved incidents helps resolve issues and prevent them from recurring. P


3. Freshdesk

  • Best for: Small business, Medium business, Large business
  • Price: Starting from $19 Per month/user
  • Nov 30, 2018
Compare Freshdesk Vs. Zendesk

Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham, an Indian national, and with his team. E


4. TeamSupport

  • Best for: Start up, Small business, Medium business, Large business
  • Price: Starting from $20 Per month/user
  • Sep 08, 2018
Compare TeamSupport Vs. Zendesk

TeamSupport is designed to provide an even experience for both users and clients in terms of customer support. It has an extensive amount of tools for the users, like recording, and small social networking features which streamline the whole customer support process.   The company was founded in t


5. FuseDesk

  • Best for: Start up, Small business, Medium business
  • Price: Starting from $97 Per month/user
  • Apr 20, 2018
Compare FuseDesk Vs. Zendesk

Your integrated Infusionsoft support ticketing system that enhances your existing Infusionsoft application by providing a true muti-user ticketed support tracking system - easy for staff, seamless for customers, and powerfuly insightful for business owners.


6. SuiteCRM

  • Best for: Small business, Medium business
  • Price:
  • Apr 07, 2018
Compare SuiteCRM Vs. Zendesk

SuiteCRM is a software developed by SalesAgility. This cross-platform tool is an open-source and free CRM has been the recipient of consecutive BOSSIE awards from 2015 to 2016. It has several customizable features allowing users to generate the best solution for their business.


7. SysAid

  • Best for: Medium business, Large business
  • Price:
  • Oct 10, 2018
Compare SysAid Vs. Zendesk

SysAid is an IT helpdesk service management program that automates business processes for helpdesk and includes configurations for hardware, asset and mobile management, tasks, software licenses and others. SysAid can be used on cloud or in-house. It is available in different versions as well.   S


8. Helpshift

  • Best for: Small business, Medium business, Large business
  • Price: Starting from $185 Per month/user
  • Apr 12, 2018
Compare Helpshift Vs. Zendesk

“With Helpshift, we've been able to interact meaningfully with our players, strengthening our ability to provide them with the best experience possible.”Thousands of companies rely on Helpshift to increase engagement and lower churn. PocketGems Supercell Nickelodeon.


9. ServiceNow

  • Best for: Medium business, Large business
  • Price: Starting from $100 Per month
  • Oct 17, 2018
Compare ServiceNow Vs. Zendesk

ServiceNow is an IT asset management solution for businesses of all sizes. It offers such services as asset management, compliance management, real-time prioritization, and others. The software was developed and launched by ServiceNow Inc headquartered in California, United States.


10. Lessons Learned Database

  • Best for: Small business, Medium business
  • Price:
  • Oct 24, 2018
Compare Lessons Learned Database Vs. Zendesk

Lessons Learned Database is a program developed by Secutor Solutions and it was designed as a repository tool wherein users can capture, store and maintain knowledge (from projects, databases, resources etc.). It likewise serves as a search tool for the said knowledge for future use.



A Buyer's Guide to Help Desk Solutions

Help Desk Software Buyer’s Guide
 
A nice lady on her headset or a group of employees facing their computer screens; very common to see photos on most websites these days, right? Well, whether they are members of a call center agency or of this what we call “Help Desk” team, what is more likely true is that there is a powerful system that helps them execute their jobs better. And that’s the Help Desk software solution.
 
Help Desk Management or simply Help Desk software solution is a platform that stores customer information in a knowledge database, tracks interactions between customer service representatives and customers, and automates the resolutions of problems and issues raised by those customers. Help Desk has been there since the late 1980’s. Although the conventional customer support strategy of using telephone and spreadsheets containing lists of frequently asked questions (FAQ) are still in use today, Help Desk software solution is undeniably already too far from that setup. Desk side team, network team, server team, and now the help desk; innovations on customer support are coming in from different angles and landscapes.
 
In this Buyer’s Guide, we at ITQlick.com aim to provide you more details about Help Desk software solutions. We are also keen to explain why investing on this system can help you retain more customers whom are always fully satisfied with the products and services that you offer to them.
 
Types
Implementing Help Desk software solution correctly can lead to better resolution times, streamlined support processes, and best of all, increased customer satisfaction. By setting this goal in mind, the selection process for the right Help Desk software solution can be made more effective. A good way to start your search is by checking these two types of Help Desk solutions.
 
Cloud-based
Cloud-based solutions are the most popular type of Help Desk today. Aside from being hosted on cloud servers that are usually owned by the solution provider, cloud-based also offers a wide range of features and functionalities. Customization, branding and user interface design are just some of the excellent features that goes with a cloud-based solution package. In addition, these solutions can be acquired and deployed on a subscription-based scheme.
 
Self-hosted
Self-hosted Held Desk solutions are deployed on the client’s server. Also known as on-premise solutions, purchasing and implementing this type of Help Desk software product requires additional investments on hardware (ex. management server, database), implementation services (rendered by consultants), and on-going maintenance. These investments should not be considered as downside of self-hosted solutions because everything else about Help Desk for business entirely depends on the size, industry, operational model, range of offered products, and many other factors. That is, by carefully considering the real requirements of your business, on-premise can be better than a cloud-based type, and vice versa.
 
What we just examined above are the types of Help Desk solutions base on method of deployment. Another important category to explore in Help Desk solutions are the types base on the capabilities of the software solution. Here are the types of Help Desk solutions on that regard.
 
  • Knowledge Management System
  • Self Service
  • IT Asset Management Systems
  • Reporting
  • Mobile Support
  • Service level Agreement (SLA) Management
  • Remote Control
 
Features
What’s interesting about Help Desk solutions are the almost unlimited number of features that goes with the package. Aside from the ticketing system that most solution packages have, there are more features that when reviewed can narrow down your search for the right Help Desk software product. Here are those features for you to check about in a solution package.
 
  • Web-based Interface
  • Single Sign On Authentication (SSO)
  • Branding
  • Customization
  • Multiple Languages
  • Knowledge Base
  • WYSIWYG (What You See Is What You Get) Editor
  • Content Restrictions
  • Community Forums
  • Forum Moderation
  • Voting
  • Advanced Search Tools
  • Tagging
  • Electronic Communication Tools
  • Multi-channel Request Support
  • Customized Ticket Fields
  • Automated Responses
  • Issue/Ticket Tracking
  • Views
  • Ticket Merging
  • Grouping
  • Workflows
  • Spam Management
  • Web-based Remote Support
  • Analytics
  • Sandbox Environment
  • Mobile Optimization
 
With the help of your IT team, find out which of these features are really needed by your business at present. The cost of Help Desk software solution is usually dependent on the number and level of features included in the chosen package. The more robust, the more significant is the required initial investment. 
 
Solutions per Business Size, per Vendor
One of the many Help Desk solution providers that offer packages with appealing features is Zendesk. With their cloud-based solution, you can have the features of Web-based interface, a WYSIWYG Editor, SSL encryption, SSO, and real-time analytics.  Their basic starter package starts at $9 per month per user with up to 3 users. Zendesk is just one of the many Help Desk solution providers that can help your company in delivering better customer support.
 
But before examining those vendors in detail, we at ITQlick.com want you to become a smarter buyer by simply following these guides.
 
  • Determine first the deployment model: cloud-based or client-server.
  • Always consider selecting a solution that is within your budget zone.
  • Identify and stick with the features that you only needed.
  • Figure out how much storage space will you need for your data.
  • Check everything about hardware/software compatibility.
  • Choose the right ticket management features.
  • Consider investing on data security.
  • Analyze the cost, time and resources needed for the entire deployment process.
  • Choose to simulate the 30-days trial version offered by the vendor before finally making your decision to buy.
 
Now, with the help of these guides, it’s time to go over with this list of solution providers.
 
  • Kayoko Fusion
  • Help Desk Pilot
  • Hesk
  • PerlDesk
  • Manage Engine
  • I’m OnCall
  • 247NetSystems
  • Aegis Help Desk
  • Access Remote PC
  • Magnoware DataTrack System
  • Alloy Navigator Express
  • Altman HelpDesk
  • Anyplace Control
Pricing Considerations
It’s time to deal with the price of your Help Desk solution. As we mentioned earlier, most Help Desk companies base their price on the number of users and features that will go with the complete package. Self-hosted solutions are priced significantly higher than cloud-based primarily because of the included deployment cost, cost of training, cost of hardware infrastructure, and cost of on-going support and maintenance.
 
Basic cloud-based solution costs around $25 to $30 per user per month. The average cost of package with more features is around $50 to $70 per user per month. The price can extend up to around $100 for solutions with a wide array of included features.
 
Self-hosted solutions are priced at $300 up to $1000 base on perpetuity license. This could significantly goes up to around $800 to $5000 depending on the features that will go together with the software.
 
Here are three Help Desk solution providers with their offered packages and the equivalent pricing model.
 
Kayoko Fusion:Solution can be purchased as a downloadable package for $999, or hosted for $49 per month per seat for the hosted version.
 
Help Desk Pilot:Packages start at $399.95 for the Standard package, which supports up to five users, and go up to $1,799.95 for the Enterprise package, which features unlimited report customization and support for up to 30 users.
 
PerlDesk:Small Business License is available for a one time fee of $199.99 and supports up to five users. Enterprise License is available for a one time fee of $499.99 and supports an unlimited number of users.
 
For more information about Help Desk solution providers, visit our website at ITQlick.com. We have a wide range of solutions for you to check or inquire to us about.
 
Market Trends
With the advent of Social Networking Sites (SNS), Help Desk software solutions can now be integrated with Twitter and Facebook.
 
Because of the increasing customer demand for support, many companies are moving to the 24/7 operation setup and this trend will continue over the next five years. Phone-based interaction is still the preferred Help Desk support by many customers than any other options available.
 
Cloud-computing is just beginning to explode and this trend is truly bringing a lot of benefits to the Help Desk industry. On top of that, more and more companies are choosing cloud-based Help Desk solutions.
 
As you know, the list of solutions provider we presented in this Buyer’s Guide is just a small portion of the entirety. More innovative providers are showing up and they are here to offer new software applications that will provide easier user interface.
 
With all these influencing trends at hand, selecting the right Help Desk solution for your business is still never been too late.

ITQlick chart - 2019 best Help Desk Software

2019 best Help Desk Software | ITQlick.com
Finding the right Help Desk software for your business
Proper Help Desk software selections are the precursor to successful deployment and business growth. Finding the right Help Desk solutions doesnt have to be complicated, and it doesnt have to take days or weeks of your time.

After researching over 5,000 systems, we can identify the best solution for companies of all shapes and sizes. ITQlick.com is 100% free for software buyers.


Most Popular Help Desk software Comparison

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Specifications

Zendesk Specifications

Name: Zendesk
Company: Zendesk
Address Zendesk Inc, 989 Market St, San Francisco, CA
Software Type: Standalone, Cloud, SaaS
Typical Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas, Customer service
Platforms: Desktop, Mobile, Cloud

Samanage Help Desk Specifications

Name: Samanage Help Desk
Company: Samanage
Address Cary, NC
Software Type: Standalone, Cloud, SaaS
Typical Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas
Platforms: Desktop, Mobile, Cloud

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