Top 22 Help Desk Software

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)
Functionality score
Software review
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Compare
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Integria
ITQlick rating
4.1/5
Score
89/100
Pricing
4/10
License pricing
$6,000 per year
Functionality
3

TOP 22 Help Desk Software

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1. Freshdesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • May 01, 2021
Compare Freshdesk Vs. Freshdesk

Freshdesk is a cloud based help-desk system designed to ensure good customer relations between and an organization and its clients. The solution core features include ticketing, collaboration and automations.


2. Zoho Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $14 per user/month
  • May 01, 2021
Compare Zoho Desk Vs. Freshdesk

Zoho Desk is a cloud-based Help Desk software that allows users to scale up productivity levels through Ticket Assignment refinements and context windows. It also allows them to minimize decision-making time through process definition.


3. FuseDesk

  • Best for: Start up, Small business, Medium business
  • Price: starts at $97 per user/month
  • May 05, 2021
Compare FuseDesk Vs. Freshdesk

FuseDesk is a cloud-based Help Desk software that allows its users to unify their communication, reporting systems, CRM, and Omnichannel operations.


4. Desk-com

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per month
  • May 08, 2021
Compare Desk-com Vs. Freshdesk

Provide answers faster and deliver smarter service in any channel with the world’s #1 customer support solution – no matter the size of your business.


5. Integria IMS

  • Best for: Small, medium and large size businesses
  • Price: starts at $6,000 per year
  • May 21, 2021
Compare Integria IMS Vs. Freshdesk

Integria IMS is a web-based Help Desk software that enables Customer Care representatives to receive updates and follow-ups on reported incidents through email.


6. JIRA Service Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $10 per user/month
  • Jun 01, 2021
Compare JIRA Service Desk Vs. Freshdesk

JIRA Service Desk is a helpdesk software developed by Atlassian Cloud. JIRA Service Desk is mainly utilized by its users as the main issue tracking tool. This software is also a major component in the management of software bugs. This software allows IT staffs to work efficiently in handling custome...


7. TeamSupport

  • Best for: Small, medium and large size businesses
  • Price: starts at $50 per user/month
  • Jun 03, 2021
Compare TeamSupport Vs. Freshdesk

TeamSupport is a cloud-based customer service and help-desk solution which is designed for business to business. Some of its primary features include omnichannel support, task management, and SLA management.


8. Freshservice

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per user/month
  • Jun 05, 2021
Compare Freshservice Vs. Freshdesk

Freshservice is an IT asset management solution for businesses of all sizes. It offers help in such domains as compliance, service management, reporting, and asset management. The software was designed and launched by Freshservice Inc headquartered in California, United States.


9. OnTime Help Desk

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $125 per month
  • Jun 07, 2021
Compare OnTime Help Desk Vs. Freshdesk

OnTime Help Desk is a cloud-based help-desk software solution that aims at customer support and team collaboration. The solution has a customer service portal that allows customers to track down their issues as well as incidence.


10. AffinityLive Sync

  • Best for: Small, medium and large size businesses
  • Price: starts at $39 per month
  • Jun 09, 2021
Compare AffinityLive Sync Vs. Freshdesk

Accelo, which was previously known as AffinityLive Sync, is a cloud-based customer relationship management system. The software is designed for use in businesses of all sizes starting from small-sized businesses, medium-sized businesses, and large enterprises.


11. devContact

  • Best for: Small businesses and start ups
  • Price:
  • Nov 02, 2020
Compare devContact Vs. Freshdesk

devContact is a help desk software designed as an online solution to help handle user retention, feedbacks, bad reviews, and customer support problems.


12. Deskero

  • Best for: Small, medium and large size businesses
  • Price: starts at $12 per user/month
  • Aug 21, 2020
Compare Deskero Vs. Freshdesk

Deskero software is a cloud-based help desk management platform built for all scopes of businesses. The primary features of Deskero software include advance ticketing, social & chart, custom style, productivity & reporting, public portal, total integration, and perfect security.


13. OTRS

  • Best for: Small businesses and start ups
  • Price: starts at $29 per user/month
  • Nov 14, 2020
Compare OTRS Vs. Freshdesk

OTRS is a service management software designed for companies to aid resource planning, facilitate real-time information, boost optimal security, and ensure maximal flexibility.


14. Help Sumo

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per user/month
  • Nov 09, 2020
Compare Help Sumo Vs. Freshdesk

Help Sumo is a cloud-based Help Desk software that assists agents and managers in handling a ticketing system with links to various departments within the organization.


15. Enterprise Service Desk

  • Best for: Small, medium and large size businesses
  • Price: starts at $8 per user/month
  • Aug 13, 2020
Compare Enterprise Service Desk Vs. Freshdesk

ServiceDesk Enterprise edition was first developed by Manage Engine. It features an easy-to-use, intuitive and comprehensive IT helpdesk software. This program is designed to be used by the IT support teams in a business in order to formulate, advance and enhance the services. The enterprise edition...


16. SAP Cloud for Service

  • Best for: Small, medium and large size businesses
  • Price: starts at $5 per month
  • Aug 13, 2020
Compare SAP Cloud for Service Vs. Freshdesk

SAP Cloud for Service is a cloud-based, online customer service and support tool and developed by one of the long-time industry leader in this software category, SAP. It has features such as conceptual system, contact service processes, mapping, automation of the workflow and many more aside from th...


17. Cynergy Enterprise (Buy/Own)

  • Best for: Small, medium and large size businesses
  • Price: starts at $1,995 per license
  • Nov 06, 2019
Compare Cynergy Enterprise (Buy/Own) Vs. Freshdesk

Cynergy Enterprise (Buy/Own) is a leading cloud-based Help Desk software, it is designed to support small, medium and large size business. Cynergy Enterprise (Buy/Own) received a rating of 2.5 from ITQlick team. The software cost is considered affordable (2.4/5) when compared to alternative solutio...


18. FocalScope

  • Best for: Small, medium and large size businesses
  • Price: starts at $9 per user/month
  • Nov 20, 2020
Compare FocalScope Vs. Freshdesk

FocalScope is a trending cloud-based CRM software, it is designed to support small, medium and large size business. FocalScope received a rating of 5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


19. Richmond ServiceDesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $35 per user/month
  • Aug 17, 2020
Compare Richmond ServiceDesk Vs. Freshdesk

Richmond Service Desk by Richmond Systems is developed to help users achieve greater customer experience. This software is fully customizable and comes with the top-of-the-line .Net technologies. With this tool, users will have easy time viewing assets, rating incidents, viewing the closed requests ...


20. SapphireIMS

  • Best for: Small, medium and large size businesses
  • Price:
  • Aug 21, 2020
Compare SapphireIMS Vs. Freshdesk

SapphireIMS is an IT Service Management Software which can be deployed as a cloud service or on premises. It can be used by any business of any size to automate company IT service management. It includes incident management, change management, a service catalog, easily customizable workflow and repo...


21. BOSS Support Central

  • Best for: SMBs
  • Price: starts at $19 per user/month
  • Aug 21, 2020
Compare BOSS Support Central Vs. Freshdesk

BOSS Support Central is an integrated IT support management (ITSM) system that helps manage a company’s IT customer support services. The suite of services include IT Service Desk, Asset Management and Lifecycle Management. Users can choose between on-premises installation or a cloud-based solution....


22. e-ServiceSuite

  • Best for: Small, medium and large size businesses
  • Price: starts at $59 per month
  • Nov 30, 2020
Compare e-ServiceSuite Vs. Freshdesk

e-ServiceSuite is a help desk software that generates instant visibility into business issues in order to help users find actionable information to resolve them.



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 - 2021 best Help Desk Software

2021 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 doesnít have to be complicated, and it doesnít 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.



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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.