The right solution for your help desk

Improve your customer service with the right help desk software

  • ✓ No setup fee    
  • ✓ Customer service 24/7    
  • ✓ No credit card required    
  • ✓ Cancel any time
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Help desk software that'll win your customers over

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.

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Helpdesk solutions

What is help desk software?

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

  • Manage all of your customer communication from one place
     
who-utilizes-help-desk

Usablility

Who utilizes help desk software?

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.

What does help desk software
consist of?

An excellent help desk software offers a variety of tools for easier customer support interactions.

Ticketing system

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

Replaces
LiveAgent's ticketing system explained
LiveAgent's live chat

Live chat

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

Replaces

Call center

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

Replaces
LiveAgent's call center software
LiveAgent - social media help desk software

Social media

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

Integrates

Knowledge base

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

Replaces

					
						Knowledge base

Features you need in your web based help desk software

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.

Task management

Workflow automation

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

LiveAgent's automation feature
Workflow automation

Multilanguage support

Fully multilingual​

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.

Reports

Comprehensive analytics

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.

Comprehensive analytics
Comprehensive analytics

Relationship management

CRM integrations

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.

Smartphone apps

Mobile help desk application

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.

Mobile help desk software

How can help desk software help your business?

Free support

24/7 customer support

Help desk software enables you to assist customers 24/7. How? Simply by creating an in-depth knowledge base. According to our research, almost 70% of customers prefer a self-service option. Self-service is fast, convenient, and can give your business an edge over your competitors.

24/7 customer support
24/7 customer support

Multi-channel capabilities

Multi-channel support

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.

Analytics tools

Performance insights

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.

Performance insights
Performance insights

Service management

Improved CX

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.

Custom workflows

Task automation

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.

Task automation
Task automation

Collaboratiom tools

Effortless teamwork

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.

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  • ✓ No setup fee    
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What are the benefits of helpdesk software?

A help desk solution can help your customer service reps deal with customer support issues, handle incoming requests faster, and get better customer feedback.

What are the benefits of helpdesk software?

Get rid of late replies to your customers

Deliver consistent customer service across all channels with faster response times. Use SLAs to prioritize customer emails.

Get rid of late replies to your customers

Organize your team with collaboration tools

Customer service teams can use a collaborative inbox and other tools to work in tight integration with each other.

Organize your team with collaboration tools

Measure performance with custom reports

Get important data, use it to improve, and provide awesome customer service thanks to analytics from custom reports.

All-purpose solution

LiveAgent adapts to your business

LiveAgent as a help desk software quickly adapts to the needs of different business models. Discover how it can help your company with customer support.

LiveAgent adapts to your business

Business Solutions

Start-ups & SMBs Enterprise Government Edu & NGO ...and others
Business Solutions

Industry Solutions

Ecommerce & Services Travel & Hotels Marketing & Telco Entertainment ...and others

Common reasons why companies switch to help desk software

Take a look at some of the most beneficial reasons why companies switch to help desk software.

Customer loyalty

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.

  • Improve brand loyalty with great customer support
  • Get repeat sales and keep customers happy
Chart

96 %

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.

Increased revenue

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.

  • Earn respect from customers and increase your earnings
  • Decrease abandoned cart rates with great service
Chart

86 %

of customers pay for good service

Gain the respect of your customers and increase your earnings with the right help desk software.

Fast support

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.

  • Provide faster and more efficient service
  • Go above customer expectations
Chart

46%

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.

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The best value for your money​

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.

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$15 month

Ticket

  • Unlimited ticket history
  • Unlimited email addresses
  • Advanced reporting
  • Customer portal + forum
$29 month

Ticket+chat

  • Everything in Ticket, plus:
  • Unlimited chat buttons
  • Feedback management
  • Real time visitors monitor
$0 month

Free

  • 7 days ticket history
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  • 1 phone number
  • 1 email address

A complete guide to the best help desk software

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.

How does help desk software work?

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.

Challenges associated with help desk software

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.

Low first contact resolution rate

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.

Lack of self-service options

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.

Not using the right tools

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.

Outdated systems

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.

Time-consuming repetitive tasks

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.

Types of help desk software

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.

  • Internal help desk software – Allows internal users to quickly and efficiently track and resolve internal tickets and issues.
  • External help desk software – A paying customer is supported by the vendor’s customer service teams.
  • Web help desk software – With cloud-based help desk software, all the information is stored on the host’s servers. It is usually paid via a subscription and the host usually provides tech support.
  • On-premise help desk software – All the hardware is located on-premise and the customer is responsible for its smooth operation.
  • Open-source software – This is a type of software where anybody can access and alter its code without the need for permission from its producer. Usually, open-source solutions are either free of charge or funded by donations.
  • Closed-source – This is the opposite of an open-source model. It is protected by intellectual property and isn’t available to the public.

Features of help desk software

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.

  • Contact channels – This is the way your customers contact you. These points of contact may include email support, live chat, call center, social media, community forums, and more.
  • Ticket management – It is the core system that organizes customer support interactions and records them as tickets. Not only that but it also allows for further ticket tracking which can help investigate, resolve, and prevent any bottlenecks.
  • Self-service portal – A self-service portal allows your customers to be independent. Did you know that as much as 66% of customers try to resolve their issues on their own before contacting customer support teams?
  • Knowledge base – No efficient contact center exists without a knowledge base. This feature allows your customers to resolve their problems 24/7 without the need to have an agent present. Furthermore, an internal knowledge base is a crucial part of your agents’ day-to-day activities because it stores all the customer information, ticketing history, and much more.
  • Intuitive user interface – Even the most robust and feature-rich help desk software will not do you any good if it’s difficult to use. An intuitive user interface is the bread-and-butter of smooth contact center operations.
  • Reporting and analytics – Studying reports and analytics provide you with deeper insight into the operation of your contact center, and the business as a whole. Make sure that your help desk tool can provide you with sufficient information.
  • SLA management – A smart help desk solution allows you to manage and uphold multiple service-level agreements at a time.
  • Automation – Automating daily tasks is a must, mostly at large-scale companies with many clients.
  • Dashboards – This feature allows agents to get a quick overview of the most important data upon logging in to the system. Contact center managers also use dashboards to monitor key metrics.
  • TagsTagging your tickets and customer interactions is imperative if you want your contact center to run smoothly and efficiently. Tags not only help to categorize customer support tickets but also allow agents to quickly pull up customer information and better navigate large ticket volumes.

How to choose the best help desk software

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.

Support

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.

Ability to scale up/down

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.

Software limitations

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.

Collaboration options

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.

Integrations

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.

Top 15 providers of help desk software

LiveAgent

LiveAgent helpdesk software homepage

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.

Key features:

Pros:

  • Intuitive interface
  • Reliable and helpful customer support
  • Omnichannel experience

Cons:

  • Outdated UI design
  • Unable to log into two browsers with one account at the same time
  • Tech support is available 24/7, but it is located in the EU

LiveAgent’s customers

Some of the most known customers of this software include industry giants like Huawei, Nascar, BMW, Slido, and Yamaha.

Pricing

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.

Spiceworks

Spiceworks helpdesk software homepage

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.

Key features:

  • Ticketing
  • Reporting and analytics
  • Dashboard
  • Self-service portal
  • Incident management

Pros:

  • Affordable
  • Advanced incident management options
  • Many configuration options

Cons:

  • Adds in the app
  • Occasional delays
  • Ticket routing issues between departments

Pricing

You can use Spiceworks completely free of charge.

Detailed comparison

LiveAgent vs. Spiceworks comparison

Help Scout

Help Scout helpdesk software homepage

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.

Key features:

  • Ticketing
  • Third-party integrations
  • SLAs
  • Self-service portal
  • Multichannel communication

Pros:

  • Reliable customer support
  • Easy to set up and use
  • Very responsive

Cons:

  • Insufficient report customization
  • Workflow automation is difficult to set up
  • The user interface is a bit old-fashioned

Help Scout’s customers

Some of the companies that use Help Scout include OkCupid, Trello, and Honey.

Pricing

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.

Detailed comparison

LiveAgent vs.Help Scout comparison

Zoho Desk

Zoho Desk helpdesk software homepage

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.

Key features:

  • Ticketing
  • Customer relationship management tool (CRM)
  • Customer complaint tracking
  • Third-party integrations
  • SLAs

Pros:

  • Easy to customize
  • Great user portal
  • Easy SLA management

Cons:

  • Lacks alerts when tickets are passed between departments
  • The interface can be slow at times
  • Scaling can be complicated

Zoho Desks’s customers

Zoho Desk’s customer base includes companies like Daimler, Land Rover, and Essilor.

Pricing

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.

Detailed comparison

LiveAgent vs. Zoho Desk comparison

Jira Service Management

Jira helpdesk software homepage

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.

Key features:

  • Ticketing
  • Incident management
  • Collaboration tools
  • Real-time reporting
  • Workflow management

Pros:

  • Easy to integrate with many ITSM management tools
  • Flexibility
  • Great tracking abilities

Cons:

  • Migrating changes from dev to production can be difficult
  • Complicated UI
  • Steep learning curve

Jira Service Management’s customers

Jira Service Management is widely used in businesses like Toast, Lucid Motors, and Solarisbank.

Pricing

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.

Detailed comparison

LiveAgent vs. Jira Service Management comparison

Freshservice

Freshservice helpdesk software homepage

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.

Key features:

  • Ticket automation
  • Incident management
  • Collaboration tools
  • Issue tracking
  • Multi-channel support

Pros:

  • User-friendly interface
  • Workflows are easy to configure
  • Easy to deploy and customize

Cons:

  • Insufficient reporting
  • Initial configuration can be a bit daunting
  • Insufficient dashboard

Freshservice’s customers

Among companies that use Freshservice, you can find VICE Media, TaylorMade Golf, and Chargebee.

Pricing

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.

Freshdesk

Freshdesk helpdesk software homepage

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.

Key features:

  • Ticketing
  • Live chat tool
  • Call center management
  • Collaboration tools
  • Dashboard

Pros:

  • Well-designed UI
  • Automation options
  • Reliable live chat feature

Cons:

  • Tickets can get lost while transferring between teams
  • Limited editing tools
  • Insufficient reporting

Freshdesk’s customers

Some of Freshdesk’s loyal customers include Decathlon, Aramex, and Bridgestone.

Pricing

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.

Detailed comparison

LiveAgent vs. Freshdesk comparison

Zendesk

Zendesk helpdesk software homepage

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.

Key features:

  • Ticketing
  • Multichannel communication
  • CRM
  • Dashboard
  • Reporting

Pros:

  • 100+ integrations
  • Tickets are easy to track
  • Great uptime

Cons:

  • Difficult to communicate with customer support
  • Dashboards are difficult to create
  • Insufficient analytical tools

Zendesk’s customers

Among Zendesk’s satisfied customers you can find Polaris, Modsy, and BoxyCharm.

Pricing

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.

Detailed comparison

LiveAgent vs. Zendesk comparison

Gorgias

Gorgias helpdesk software homepage

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.

Key features:

  • Ticketing
  • Third-party integrations
  • Customer database
  • Activity dashboard
  • Multichannel communication

Pros:

  • Social media integrations
  • Easy to use
  • The user interface is easy to configure

Cons:

  • Difficult to customize
  • Customer support is sometimes difficult to reach
  • Lacks built-in spam control

Gorgias’s customers

Some of the brands that rely on Gorgias include Steve Madden, Bokksu, and Marine Layer.

Pricing

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.

Detailed comparison

LiveAgent vs. Gorgias comparison

Salesforce Service Cloud

Salesforce helpdesk software homepage

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.

Key features:

  • Ticketing
  • AI
  • Self-service portal
  • Collaboration tools
  • Multichannel communication

Pros:

  • Automation options
  • Easy to set up and use
  • Many customization options

Cons:

  • The platform can be slow at times
  • Occasional downtime
  • Storage limitations

Salesforce Service Cloud’s customers

Among Salesforce Service Cloud’s customers, you can find IBM, Mercedes-Benz, and NBCUniversal.

Pricing

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.

SysAid

SysAid helpdesk software homepage

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.

Key features:

  • Ticketing
  • Automation
  • Self-service portal
  • Workflow configuration
  • Reporting and analytics

Pros:

  • Automation options
  • Flexible design
  • Customization options

Cons:

  • Requires basic knowledge of HTML
  • Insufficient chat console
  • Steep learning curve

SysAid’s customers

SysAid is trusted by well-known companies including The Guardian, Bacardi, and Fuji Xerox.

Pricing

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.

Detailed comparison

LiveAgent vs. SysAid comparison

Hiver

Hiver helpdesk software homepage

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.

Key features:

  • Ticketing
  • Workflow management
  • Self-service portal
  • Performance metrics
  • Collaboration tools

Pros:

  • Smooth integration with G Suite
  • One convenient shared inbox
  • Easy to use

Cons:

  • The analytics tool isn’t always accurate
  • Notifications can be laggy at times
  • Filtering tickets can be tricky

Hiver’s customers

Hiver is trusted by many businesses like Course Hero, Upwork, and AppsFlyer.

Pricing

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.

Detailed comparison

LiveAgent vs. Hiver comparison

Front

Front helpdesk software homepage

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.

Key features:

  • Ticketing
  • Activity dashboard
  • Self-service portal
  • Reporting and analytics
  • Collaboration tools

Pros:

  • Internal messages within emails
  • Great collaborative chat tools
  • Advanced search functionality

Cons:

  • Limited language options
  • Notifications can be laggy at times
  • UI can be laggy

Front’s customers

High-impact teams in various companies use Front, including Instructure, Culture Amp, and Morningside.

Pricing

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.

Detailed comparison

LiveAgent vs. Front comparison

HubSpot Service Hub

HubSpot Service Hub software homepage

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.

Key features:

  • Interaction tracking
  • Multichannel communication
  • Self-service portal
  • Customizable reports
  • Collaboration tools

Pros:

  • Robust reporting options
  • Easy to set up and use
  • Customizable knowledge base

Cons:

  • Limited ticketing options
  • On a pricier side
  • The free plan lacks access to tech support

HubSpot Service Hub’s customers

HubSpot Service Hub’s help desk platform boasts a large customer base including companies like SoundCloud, GoFundMe, and ResellerRatings.

Pricing

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.

Detailed comparison

LiveAgent vs. HubSpot Service Hub comparison

TeamSupport

TeamSupport helpdesk software homepage

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.

Key features:

  • Ticketing
  • SLAs
  • Knowledge base
  • Performance metrics
  • Customizable branding

Pros:

  • Intuitive UI
  • Field customization
  • Easy to set up

Cons:

  • Unintuitive reporting functionality
  • Sometimes can be laggy
  • Difficult to manage large datasets in bulk

TeamSupport’s customers

Among companies using TeamSupport’s service desk platform, you can find Comcast, Teladoc Health, and Fujifilm.

Pricing

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.

Detailed comparison

LiveAgent vs. TeamSupport comparison

What is the best help desk software?

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.

  • LiveAgent – With a Capterra rating of 4.7, this is the best option for all those who seek a help desk solution that is affordable and has a wide repertoire of features. Another reason why LiveAgent is the top help desk software for your business is that it helps increase conversions, drive sales, and create the best holistic customer experience no matter the industry you are in.
  • TeamSupport – If you try to provide complex and customer-focused services, TeamSupport might be just the solution for you. With a Capterra rating of 4.5, you can rest assured that this help desk software option will not disappoint.
  • Salesforce Service Cloud – Bringing AI and automation to your customer service operations has never been easier. Salesforce Service Cloud boasts a 4.5 rating on Capterra, so you know you’ll be investing in software of the best quality.
  • Zendesk – Having a client base of more than 160 000 businesses and a 4.4 Capterra rating, Zendesk is an amazing opportunity for every company that is trying to build relationships with their customers through engagement and great customer support.
  • Jira Service Management – Boasting a 4.4 rating on Capterra, Jira Service Management will make implementing the agile methodology in your company a piece of cake.

Top 5 help desk software compared

Help Desk software LiveAgent
Try the top help desk software for free! No credit card required.
Zendesk Jira Service Management TeamSupport Salesforce Service Cloud
Capterra rating
Overall software ratings from verified users on Capterra.
4.7
(approx. 1k reviews)
4.4
(approx. 2k+ reviews)
4.4
(approx. 300+ reviews)
4.5
(approx. 800 reviews)
4.4
(approx. 500 reviews)
Web-based
Free version
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.
Free trial
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.
Starting price
$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.

Mistakes to avoid when buying a help desk software

  • Insufficient staff training – You can invest in the best and most reliable feature-rich help desk software, but if your team isn’t able to harness its full potential, it will not do you any good. Make sure that the customer service agents and other employees are properly trained and can interact with the software. You can do this by hiring a licensed coach, holding seminars, or even by studying and discussing available documentation.
  • No needed features – Don’t hurry while picking out the software you want to purchase. Study the features it offers. Does it provide everything you need? Are there any limitations that are a deal-breaker for you? Ask questions and be critical before you buy. You don’t want to end up realizing down the line that your help desk software solution doesn’t have enough features for you to be successful.
  • Not taking full advantage of the trial period – If the provider you decide to go with offers a trial period, use it to the max. Try everything you can, study the software, make mistakes and learn from them. That’s what the free trial period is about. Make sure you take note of all the functionalities and powerful features, as well as the quirks that software inevitably comes with.
  • Discount dealing – Let’s be honest, we all like it when we can bargain a good price. However, in a product so deeply ingrained in your day-to-day contact center activities, you need to be careful and pay attention to what is worth paying a higher price for.
  • Not looking into the future – Operating a successful contact center is a marathon, not a sprint. Look into the future. Decide on the online help desk software that will not only serve you now, but become a valuable part of your business in the future based on your plans for later expansion.

What to ask on a demo call about help desk software and the company

Some of the most common questions asked on demo calls in regards to help desk software are:

  • Why is your solution better than your competitors?
  • What is the difference between you and others?
  • How does your billing work?
  • How many agents can I assign to a department?
  • Can I create a custom agent role?
  • Is there an option to have an agent on a different plan?
  • How can I avoid cherry-picking?
  • Where can I see agent statistics?
  • Is there any limit on the number of connected email accounts?
  • Can I merge a ticket?
  • Can I split a ticket?
  • Is it possible to postpone a ticket?
  • How long are the data stored?

Implementation of help desk software

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.

  • Identify all communication channels that you want to use
  • Outline which departments, statuses, and ticket flows you will need
  • Book a demo call or consultation with the helpdesk software provider to understand how the tool can fit your use case
  • Create a free trial account
  • Add test agents
  • Set up channels: connect emails, create chat buttons, connect VoIP numbers, etc.
  • Set up a customer portal
  • Set up automation for ticket categorization and routing

Conclusion

The best all-in-one help desk software

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.

The best help desk software with built-in ticketing, live chat, and call center

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.

The best feature-rich help desk software

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.

The best value for the price help desk software

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.

The highest-rated help desk software

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.

The easiest help desk software to set up & use, and integrate

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.

Frequently asked questions

If you have questions, we have the answers. Take a look at the most frequent questions about the help desk price calculator.

What is IT help desk?

An IT help desk is a dedicated department within a company or organization that helps answer technical questions of its users.

What is customer service help desk?

A customer service help desk is a software that helps customer service teams manage incoming requests and queries.

Who uses help desk software?

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.

How does the IT help desk solution integrate with communication channels?

You can connect your help desk management software with different communication channels using a native integration, or via API integration.

How are help desk software types different?

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.

How does help desk software measure customer satisfaction?

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.

Are there any customer support processes that can be automated through help desk software?

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.

Are you able to support clients more effectively if you use help desk software?

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.

What are the benefits of help desk software?

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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