Get the best tools for your customer service teams and make your customers happy. LiveAgent is one of the best help desk solutions available on the market, thanks to its easy ticket management. Take advantage of our wide range of features, integrations, as well as excellent multi-channel support for smooth customer conversations.
Help desk software typically catches all your incoming communication from customers and transforms it into tickets for easier management. Your customers use all kinds of ways to reach out like email, phone, messengers or live chat, so keeping all communication in one place helps your customer service agents understand the issue better and answer faster.
Improve your efficiency with a multi-channel solution
Any business that offers customer support or customer service can utilize help desk software for easy handling of customer inquiries. The responsibility goes to customer support teams, who are the primary users of help desk software. However, help desk systems often come with advanced features to extend their usefulness to other departments. A sales team can take advantage of call center capabilities or live chat, while an IT service desk can utilize emails and the customer portal with a knowledge base.
An excellent help desk software offers a variety of tools for easier customer support interactions.
LiveAgent’s ticketing system is a vital part of help desk management software. It gathers customer messages and turns them into help desk tickets in a universal inbox supported by advanced features.
Streamline all customer communication in one place
Get an organized view of all customer queries
Provide awesome customer service with the help of our fast live chat widget. Our live chat feature is supported by essential features such as canned responses, real-time typing-view, and more.
Provide a fast customer service for every customer
Easy to use and implement on any of your websites
Set up a call center and offer a personal customer experience via phone calls. Our customer service software handles inbound or outbound calls for easy customer interactions or solving incoming tickets.
Provide support on a more personal level with calls
Handle inbound calls and preview customer data in one place
Our social media integrations are popular features for creating loyal and happy customers. Your customer support team can engage with your customer base on social media from our ticketing system.
Show your customers convenient support on social media
Spread the word about your brand and get more leads
Provide useful knowledge with our knowledge base for easy self-support. Share the best business practices, informational articles, how-to guides, and more with our powerful knowledge base tool.
Share all types of knowledge via articles for self-support
Build multiple knowledge bases and internal knowledge base
Take a look at some of the most prominent features of our help desk tool and get a complete picture of the LiveAgent user experience.
Get rid of all mundane and repetitive tasks with our Rules feature. Set up simple automations to automate basic help desk functions and focus on what’s important. Use rules to transfer or resolve tickets, add specific tags and more. LiveAgent’s automation features are an ideal time saver – they can help agents do more meaningful work and cut down help desk management costs.
Take advantage of task automation with Rules
Automate repetitive or mundane tasks
Our software speaks your language. Select the language you want and adapt LiveAgent to your preference. LiveAgent currently supports 43 languages, and we constantly work on adding new languages on a regular basis. Take advantage of language adaptable widgets and speak the language of your customers. Simply set the language in the settings of individual widgets, and you’re good to go.
LiveAgent measures data in your help desk system and creates comprehensive reports that are easily accessible from your dashboard. Measure individual or overall agent performance, channel performance, solved tickets, ongoing chats, agents ratings and more. Select how you want to visualize data and use it to improve your help desk performance in every aspect.
LiveAgent works with multiple partners to allow customers to incorporate a customer relationship management platform. By integrating CRM, your agents will be able to access customer data quickly and effectively. Solve each customer query efficiently and create long-lasting customer relationships simultaneously. LiveAgent also offers basic CRM capabilities for those who don’t use a third-party CRM solution.
Are you looking to provide customer support and answer queries on the go? LiveAgent has native applications for Android and iOS, so you can reply while away from your computer. Both apps allow you to handle any kind of request – emails, calls, live chats, and social media requests. The apps are free for every LiveAgent user, so you can download them anytime.
Do not lose any more time switching between platforms to respond to customer inquiries. Watch your customer interactions improve right away by connecting your email, live chat, phone calls, and social media, among others, in LiveAgent.
Always stay informed about agent performance to improve daily. The team performance data in LiveAgent can provide your business with actionable insights into your customer service. As a result, you can determine if additional training is needed or how to improve customer satisfaction.
One way to improve the customer experience is by reaching out to the customers throughout their browsing experience. Customer service software allows your customer service reps to reach out via proactive chat invitations. As a result, your agents can prevent a high bounce rate, improve the CX, and ultimately increase customer loyalty.
To create a stellar customer service experience, your agents need to be fast and efficient. However, dealing with repetitive tasks can consume a lot of their time. Automating tasks and creating email templates/canned messages through the ticketing system allows agents to allocate their time for customers in need.
Help desk system allows your colleagues to collaborate in multiple ways. The customer service team can communicate right inside the customer support tickets and solve customer issues very quickly. Moreover, the customer service team can chat outside the help desk tickets too. Efficient teamwork will elevate your customer service to a professional level, which will result in happy customers.
A help desk solution can help your customer service reps deal with customer support issues, handle incoming requests faster, and get better customer feedback.
Deliver consistent customer service across all channels with faster response times. Use SLAs to prioritize customer emails.
Customer service teams can use a collaborative inbox and other tools to work in tight integration with each other.
Get important data, use it to improve, and provide awesome customer service thanks to analytics from custom reports.
Take a look at some of the most beneficial reasons why companies switch to help desk software.
Brand loyalty equals a steady stream of loyal customers willing to support your business. Almost all customers consider excellent customer service an essential factor in creating loyalty toward their favorite brands.
of customers prefer good service
Having the right help desk solutions can help you gain the loyalty of a majority of your customers by providing superb customer service.
A strong majority of customers are willing to spend more money if they get fast, reliable, and efficient customer service from their favorite businesses. Better customer experience means more earnings coming your way.
of customers pay for good service
Gain the respect of your customers and increase your earnings with the right help desk software.
Almost half of the customers expect a quick answer to their inquiries. LiveAgent offers one of the fastest live chat widgets on the market, so you can provide answers with unmatched speed to every website visitor.
of customers expect a fast reply
Many customers expect a company to reply within four hours. Earn their trust and provide ultra fast answers with LiveAgent.
We carefully selected features in our pricing plans so you can pick the most affordable plan with the best value. Pay only for what you use without breaking your budget.
We all know that providing amazing customer service is a necessity. However, digital transformation walks hand-in-hand with higher demand for quick, efficient, and helpful support from businesses. The good news is that even in these hectic times, having a reliable help desk software platform will allow you to create the best experience for your customers. Research shows that 84% of companies trying to improve their customer experience see an increase in their revenue.
So, without further ado, let’s discuss how you can use it to operate a successful business.
If you’ve ever reached out to a company, it’s likely that you have already interacted with help desk software.
But how exactly does it work?
Although the intricate processes that go on behind the scenes may differ for various help desk software providers, their core remains the same.
When a customer contacts a business via email, live chat, social media message, or other communication channels, a help desk ticket is created. The ticket often includes information like the channel the interaction comes from, a message from the customer, SLA, customer information, and others, depending on the service desk software you are using and how you configure it.
Once the ticket is created, it is delivered to an inbox. From there, it is assigned to an agent that handles further communication with the customer and tries to resolve the issue to the best of their ability.
In case the first customer service rep can’t solve the problem at hand, the ticket can be escalated to another representative, department, or level that is better equipped to handle more complex issues. This process is referred to as an escalation path.
Although help desk management software is an amazing tool that allows you to support many customers all over the world, it also comes with some challenges. Let’s have a look at some of them and discuss possible solutions.
Although it may seem like a simple performance metric, that is not the case. In contact centers, first contact resolution is an important indicator of customer satisfaction and whether their expectations are being fulfilled. You may encounter this challenge due to insufficient agent training or an overwhelming number of help desk requests, among other factors.
Solution: Prepare your staff for handling even more complex customer issues, analyzing reports and data to determine the best course of action, and developing an efficient escalation procedure.
Even contact centers with a large number of agents who are properly trained can get overwhelmed by the number of preventable questions they receive.
Solution: Develop and then point customers to a reliable and informative self-service portal with a knowledge base. Be sure that your inbox isn’t flooded with questions that customers can easily answer themselves. Research shows that as much as 91% of responders would use a knowledge base if it was available and tailored to their needs.
All businesses are different. Therefore, they need different help desk software solutions encompassing different features.
Solution: Thoroughly research the software you want to use and make sure that it provides everything your company needs to succeed. Study all the reports and analytics you can get your hands on. It is said that knowledge is power, so be sure to understand all the ins and outs of your help desk software’s operations.
Did you know that as much as 42% of agents can’t resolve customer inquiries due to outdated or disconnected systems?
Solution: Always stay on top of your game when it comes to patches, updates, and innovations.
Many problems can stem from this challenge alone. If your agents spend hours doing repetitive tasks, they are less engaged and less productive, and there is a higher chance that your contact center will experience a high agent turnover rate.
Solution: Use AI and automation features. Having said that, be careful with its implementation. You don’t want to lose that “human touch” that makes customer support a friendly and pleasant experience.
Service desk application solutions encompass varying features and functionalities tailored for a wide variety of clients.
The following are the most common types of help desk software solutions.
When you’re searching for the best helpdesk software for your company, you will come across many popular features, options, and integrations various solutions have to offer. However, these are the 10 most important ones that you should first check off of any feature list.
First and foremost, we recommend writing a list of all the requirements you have for your new online help desk software.
If you can’t come up with all the needs of your contact center yourself, talk to your staff. They have insights into the daily operations of the contact center, so they’re the best source of information you can get when picking out the software they will ultimately end up working with.
To help you and your staff pick the best business software, below are some strategies to include in the decision-making.
While nobody likes to think that something might go wrong, it’s important to keep in mind that having support readily available is crucial if you want everything to run smoothly. Nobody likes to wait for hours, or even days, for a reply from customer service teams, so make sure you research the quality of the vendor’s customer support before you make any final decisions.
Most business owners have their company growth at the top of their priority lists. Don’t forget, though, that your contact center must keep up as well. Likewise, the help desk software that you use can also be scaled up or down. When picking a help desk software solution you want to purchase, always check how easy it is to scale both ways.
No matter how amazing the software you use is, there are always some hiccups and limitations along the way. Take your time to study the capabilities of the software you’re considering getting and decide which features you can and can’t live without.
In a contact center environment, teamwork is the name of the game. Handling multiple issues at once, providing chat support while being on a call, and getting a social media mention is not a job for a lone wolf. Choose help desk software that allows your team to collaborate seamlessly. It will make their jobs easier as well as improve the overall business productivity.
Ensure that your help desk software can connect with different sites and applications. It not only makes your products and services more accessible but also provides an excellent unified customer experience across the board.
Best help desk software for small and mid-sized businesses that are looking to provide the best customer support to clients across the world.
LiveAgent is a help desk software solution with over 150 integrations and many advanced features. More than 40 000 customers rely on this software to provide excellent customer service to their clients.
Some of the most known customers of this software include industry giants like Huawei, Nascar, BMW, Slido, and Yamaha.
You can use LiveAgent completely free of charge. However, if you’d like to experience its advanced features, you can choose from three pricing options, including $15, $29, and $49 a month.
If you want to give it a try, sign up for a 14-day free trial and get acquainted with the system.
Best help desk software for businesses of all sizes that take their IT operations seriously.
Founded in 2006, this cloud-based help desk software is far from being a newbie in the field of customer support.
You can use Spiceworks completely free of charge.
Best help desk software for small and large businesses that strive to provide amazing customer service.
Help Scout is trusted by more than 12 000 companies across all industries. With its many integrations, your customers will never miss an opportunity to contact your business.
Some of the companies that use Help Scout include OkCupid, Trello, and Honey.
Help Scout offers a three-tiered subscription for their software including $20, $35, and $60 per user per month billed annually.
To try Help Scout’s features before committing to a paid plan, you can sign up for a 15-day free trial.
Best help desk software for mid-sized and large companies with high volumes of daily customer interactions.
More than 50 000 companies around the world use Zoho Desk’s help desk platform for their daily contact center activities.
Zoho Desk’s customer base includes companies like Daimler, Land Rover, and Essilor.
You can use Zoho Desk’s free version with its essential features. However, if you’d like to harness the full potential of this business software, you can choose one of the pricing plans from €14, €23, or €40 per agent per month.
You can first give it a try by signing up for a 15-day free trial.
Best help desk software for larger businesses in IT, development, operations, and more, looking to provide the best support.
Jira Service Management by Atlassian empowers dev, IT Ops, and other departments to collaborate seamlessly.
Jira Service Management is widely used in businesses like Toast, Lucid Motors, and Solarisbank.
Basic features Jira Service Management IT help desk software offers are available free of charge. To access more advanced options, you can go for their Standard $20 or Premium $40 per agent per month plans which are billed annually. They also offer an Enterprise plan for companies with more than 201 agents. It costs $128 000 a year.
To try it out before committing to a paid plan, you can sign up for a 7-day free trial.
LiveAgent vs. Jira Service Management comparison
Best help desk software for companies in financial services, education, and governmental organizations.
Freshservice is a service desk software that brings smart automation closer to their clients and helps them provide excellent customer service.
Among companies that use Freshservice, you can find VICE Media, TaylorMade Golf, and Chargebee.
To access Freshservice’s features you can subscribe to $15, $40, $75, or $95 per agent per month plans billed annually.
Before you decide on the best plan for your business, you can give Freshservice a try by signing up for their 21-day free plan.
Best help desk software for all businesses trying to build long-lasting relationships with their customers.
With over 50 000 customers around the world, Freshdesk will not disappoint any customer-centric business.
Some of Freshdesk’s loyal customers include Decathlon, Aramex, and Bridgestone.
If you have up to 10 agents, you can use this service desk support software free of charge. However, you can also opt for €15, €49, or €79 per agent per month subscription plans that are billed annually.
If you’d like to test it out first, you can use their 21-day free trial.
Best help desk software for growing companies that strive to provide amazing customer service.
More than 160 000 companies trust Zendesk to help close deals and take care of their clients.
Among Zendesk’s satisfied customers you can find Polaris, Modsy, and BoxyCharm.
Their pricing plan starts at €19 per agent per month and continues with €49, and €99 options. All of them are billed annually.
Before making a purchase, you can sign up for a 30-day free trial and get acquainted with this service desk platform.
Best help desk software for companies of all sizes in eCommerce and many other fields.
Gorgias helps more than 9000 companies increase their revenues and provide great customer experiences with their app specifically designed for Shopify.
Some of the brands that rely on Gorgias include Steve Madden, Bokksu, and Marine Layer.
You can start using Gorgias’s service desk software by subscribing to one of their following plans: $50, $300, or $750 per month. If you’d like to get a custom pricing plan, you can reach out to Gorgias’s team.
Before committing to a paid version, you can try Gorgias by signing up for a free trial.
Best help desk software for businesses of all sizes across various fields.
Salesforce Service Cloud allows you to provide holistic customer service using AI and integrating popular support channels.
Among Salesforce Service Cloud’s customers, you can find IBM, Mercedes-Benz, and NBCUniversal.
Salesforce Service Cloud offers four pricing options including $25, $75, $150, and $300 per user per month billed annually.
If you’d like to try it out first, you can sign up for their 14-day free trial.
Best help desk software for companies of all sizes spanning all industries.
Thanks to SysAid’s many automation options, their clients can manage each ticket and customer interaction with the attention it deserves.
SysAid is trusted by well-known companies including The Guardian, Bacardi, and Fuji Xerox.
To learn about SysAid’s pricing, contact their team to get a plan that will fit your needs.
If you’d like to give it a try with no strings attached, you can sign up for a 30-day free trial.
Best help desk software for businesses that use Gmail or Google Apps for their customer support.
Hiver is an exceptional service desk platform built for Google Workspace. It helps more than 1500 companies seamlessly run their contact centers from inside Gmail.
Hiver is trusted by many businesses like Course Hero, Upwork, and AppsFlyer.
You can start using Hiver’s features and functionalities for $15, $39, or $59 per user per month.
Hiver also offers an option to try their help desk software for free if you sign up for a 7-day free trial.
Best help desk software for all the businesses that want to have greater operational efficiency.
Front is used by more than 7500 companies across all industries thanks to its amazing collaboration tools and workflow optimization options.
High-impact teams in various companies use Front, including Instructure, Culture Amp, and Morningside.
You can choose from Front’s three pricing options including $19, $49, or $99 per person per month.
There is also an option to sign up for a 7-day free trial to test it out before making a purchase.
Best help desk software for companies across all industries determined to provide the best customer experience.
HubSpot Service Hub operates in more than 120 countries and serves more than 100 000 satisfied and happy customers.
HubSpot Service Hub’s help desk platform boasts a large customer base including companies like SoundCloud, GoFundMe, and ResellerRatings.
Some of HubSpot Service Hub’s tools are available for free. However, to fully experience the potential of this software, you can choose from three pricing plans including €41, €414, or €1104 per month.
Besides these options, you can sign up for a free trial to decide if it is the right technology investment for you.
Best help desk software for companies handling lower volume but higher complexity tickets.
This B2B-focused help desk software option helps its customers deliver the best customer care possible.
Among companies using TeamSupport’s service desk platform, you can find Comcast, Teladoc Health, and Fujifilm.
To start using this software, you can decide to go for one of the following subscription plans: $49, $69, or $119 per agent per month.
We can agree that there are many options to choose from, but don’t worry, we’ve picked out the top 5 for you to compare.
|Help Desk software||LiveAgent
Try the top help desk software for free! No credit card required.
|Zendesk||Jira Service Management||TeamSupport||Salesforce Service Cloud|
Overall software ratings from verified users on Capterra.
(approx. 1k reviews)
(approx. 2k+ reviews)
(approx. 300+ reviews)
(approx. 800 reviews)
(approx. 500 reviews)
LiveAgent offers free version.
Zendesk doesn't offer free version.
Jira Service Management offers free version.
TeamSupport doesn't offer free version.
Salesforce Service Cloud doesn't offer free version.
LiveAgent offers free trial.
Zendesk offers free trial.
Jira Service Management offers free trial.
TeamSupport doesn't offer free trial.
Salesforce Service Cloud offers free trial.
$15/agent/month LiveAgent help desk software prices start at $15/agent/month.
$19/agent/month Zendesk help desk software prices start at $19/agent/month.
$20/agent/month Jira Service Management's help desk software prices start at $20/agent/month.
$49/agent/month TeamSupport help desk software prices start at $49/agent/month.
$25/agent/month Salesforce Service Cloud help desk software prices start at $25/agent/month.
Some of the most common questions asked on demo calls in regards to help desk software are:
The implementation of LiveAgent’s help desk software can be generally done rather quickly.
Here are the steps you need to take to get everything up and running.
Although determining the best all-encompassing customer service software for each business is a bit tricky, the one you can rely on the most is LiveAgent help desk software. It not only offers a great amount of essential and advanced features, but it also has more than 150 integrations so you know that you can create a unified experience for your clients and boost customer retention.
LiveAgent is a clear winner in this category. It offers a truly omnichannel experience with its built-in ticketing software, the fastest chat widget on the market, and an exceptional call center solution.
Different businesses have different requirements. However, LiveAgent online help desk software is the best based on both the quantity and quality of its features. It will help you boost agent productivity while keeping the customer at the center of your business operations.
Again, LiveAgent shines here. With its free-of-charge option, it is truly accessible to everybody, no matter whether you operate a small startup or a multinational company. You can even scale up or down based on your needs so you can be sure that you’re always getting exactly what you need.
LiveAgent consistently boasts high ratings on sites like Capterra, TrustRadius, and G2. The community enjoys its wide range of features and integrations at an affordable price.
If you’re looking for help desk software that is easy to set up, LiveAgent is the option for you. You don’t need to worry about involving your IT department, nor do you need to know how to code. This help desk solution is easily accessible to everybody including those who don’t consider themselves particularly tech-savvy.
If you have questions, we have the answers. Take a look at the most frequent questions about the help desk price calculator.
An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.
A customer service help desk is a software that helps customer service teams manage incoming requests and queries.
Help desk software solutions are primarily used by customer support departments, customer service departments, or even IT support departments. These teams also often streamline other business operations and provide backup to other teams during difficult times.
You can connect your help desk management software with different communication channels using a native integration, or via API integration.
There are cloud-based help desks that function as SaaS applications. These are hosted on the vendor’s server and can be accessed via browsers or as an app on your device. Self-hosted help desks work like a regular software license. This license can be bought and the software installed onto a device for a price. Open-source help desks software are easy to access by third-party developers who can modify and update the code. Enterprise help desk software is meant for use by large companies and often provides additional features.
Help desk software measures customer satisfaction data through feedback and suggestions features and analytics features. Feedback and suggestions come directly from customers or clients. Customers provide helpful critiques, ideas for improvement, and tips for future updates or tweaks. Agents can see analytics data which tells them how long it takes to solve tickets and how many have been solved. This data can reveal if agents provide adequate and timely support.
Yes, there are. You can automate many tasks ranging from setting up canned responses to combining IVR with intelligent routing and AI-powered chatbots. Many different help desk software providers offer various levels of help desk automation, so you can decide which automation options will best suit your contact center and your business.
Definitely yes. Nowadays, it is not sustainable for even smaller companies to not use some kind of help desk software. The days when one Excel sheet used to be able to hold all your customer information are long gone. If you’re not sure how robust and complex your help desk software solution should be, you can always sign up for a free trial, and test it out before making a purchase.
Help desk software solutions offer essential features that make customer communication faster and easier. Improved customer communication results in improved customer loyalty, customer retention, and customer happiness. Help desk software often offer self-service options which make it easy for a customer to find answers to problems on their own, saving the business money in the long run.
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