Best Helpdesk Software (2024) for stress-free work

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As someone who has worked in a number of different businesses and seen how customer service technology has changed over time, I can say that the market for help desk software is growing at an extremely fast rate. There’s a push in every industry, from small startups to well-established companies, to use new tools to make customers happier and make internal processes run more smoothly. Having dealt with the difficulties of handling both customer questions and requests for help from employees, I know how important it is to choose help desk software that fits your company’s specific needs.

I hope that this complete guide will help you make an informed choice when picking the best help desk software for your business. It is based on my own experiences and knowledge of the industry. We are going to do a full review of the best goods on the market, pointing out their best features and benefits. I will also give you a detailed understanding of the important features to look for in a strong help desk solution by using examples from real life and lessons learned.

It’s very important to have clear communication and streamlined processes when dealing with customer service questions, technical problems, or requests from within the company. Through my own experiences and professional knowledge, I want to give you the tools and information you need to choose a help desk software option that not only meets but also exceeds your business’s needs.

What is help desk software?

Help desk software is used to keep track of help requests, organise them, and answer them. Some help desks handle requests from people outside the company, while others handle requests from team members inside the company. A help desk platform is a great way to improve the customer experience because it brings together all of your customer service interactions into one omnichannel tool.

This is important because 75% of customers want a consistent experience no matter how they interact with a business. A shared email, knowledge base software, and live chat are some of the tools that can be found in help desks. Some help desks do not have all of the tools listed, though.

Best Helpdesk Software Comparison Table

You might not be working as efficiently as you could be if you don’t have helpdesk tools. With the right helpdesk software, you can quickly fix problems, save time on repetitive tasks, give customers more ways to help themselves, encourage agents to work together, and improve communication between employees and customers, which will lead to stronger relationships.

Feature	Help Scout	Zendesk	Hiver	Freshdesk	Salesforce Service Cloud
Focus	Simple email-based support	Comprehensive help desk	Shared inbox & email support	All-in-one CRM & help desk	Enterprise customer service
Ease of use	Very easy	Easy	Easy	Easy to moderate	Moderate to difficult
Channels supported	Email, live chat	Email, chat, phone, social media	Email, chat, phone	Email, chat, phone, social media	Email, chat, phone, social media, self-service portal
Automation	Basic rules & macros	Workflows & automations	Rules & macros	Workflows & automations	Advanced automations & AI
Reporting	Basic email analytics	Detailed reports & dashboards	Limited email reports	Detailed reports & dashboards	Extensive reports & dashboards
Customer portal	Yes	Yes	Yes	Yes	Yes
Scalability	Suitable for small & medium businesses	Suitable for all sizes	Suitable for small & medium businesses	Suitable for all sizes	Enterprise focused

Best Helpdesk Software

If you want your service agents to solve support problems quickly and effectively, you need a strong help desk system. With the right tool, you can make your employees more productive, cut costs, and make your customers happier, more loyal, and more likely to stay with you. Adding new tools based on artificial intelligence (AI) can help close support tickets faster with less help from a person.

Help Scout

Feature	Description
Email Management	Efficiently manage and organize customer emails.
Knowledge Base	Create and maintain a repository of helpful articles.
Team Collaboration	Collaborate with team members on customer inquiries.
Reporting	Generate reports to analyze support performance.
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Help Scout stands out to me as an excellent choice, particularly for individuals and organizations that are just starting out or are on the rise. It is extremely user-friendly and provides a seamless experience by providing shared inboxes, prepared responses, and powerful reporting capabilities.

I have been able to streamline our support operations with the help of Help Scout, which has enabled us to provide our customers with service that is of the highest possible quality at all times.

Zendesk

Feature	Description
Ticketing System	Track and manage customer support tickets.
Live Chat	Provide real-time assistance to customers.
Help Center	Build a self-service portal for customers.
Analytics	Gain insights into support team performance.

Zendesk is a formidable competitor in the field of customer service platforms. Tickets, live chat, a knowledge base, and community forums are just some of the services that are included in its extensive array of features, which are designed to meet the needs of enterprises of varying sizes.

One of the aspects of Zendesk that I value the most is its adaptability; it can be modified to meet the particular requirements of any company, regardless of how complicated or individual those requirements may be.

Hiver

Feature	Description
Shared Inbox	Collaboratively manage emails as a team.
Email Notes	Add internal notes to emails for team coordination.
Collision Alerts	Get notified when multiple team members reply to emails.
Email Templates	Create and use predefined email templates.

When it comes to the management of our email interactions, Hiver has proven to be an invaluable tool for our team. We have found that utilising this collaborative inbox solution has made it a great deal simpler for us to efficiently address requests from customers seeking support. Through the utilisation of features such as shared inboxes, email assignment, and conversation tracking, we are able to guarantee that no client query will be overlooked.

In addition, the program’s seamless connection with productivity tools such as Slack and Google Calendar has significantly improved the efficiency of our workflow.

Freshdesk

Feature	Description
Ticketing System	Manage customer queries efficiently.
Multichannel Support	Handle customer inquiries from various channels.
Automation	Automate repetitive tasks for increased efficiency.
Knowledge Base	Provide self-service options for customers.

For companies who are looking for a customer support solution that is both economical and easy to use, I have always recommended Freshdesk as the best option. A variety of services, such as ticketing, live chat, and a knowledge base, are included in its cloud-based platform. These are all vital components for providing great customer support.

As a result of its adaptable price options and user-friendly interface, Freshdesk is able to accommodate your support operations regardless of whether you are just beginning your business or are trying to expand them.

Salesforce Service Cloud

Feature	Description
Case Management	Manage customer cases effectively.
Omnichannel Support	Provide support across multiple channels.
AI-powered Service	Utilize AI for smarter customer service interactions.
Mobile Support	Access and manage customer queries on the go.

In terms of customer support platforms, Salesforce support Cloud is without a doubt a formidable force to be reckoned with. Ticketing, live chat, and community forums are just some of the services that are included in this product, which was developed as a component of the Salesforce CRM package. What differentiates Salesforce Service Cloud from other CRM platforms is its seamless integration with Salesforce CRM.

This makes it an excellent option for companies who are already utilising the powerful CRM capabilities offered by Salesforce. Through the use of Salesforce Service Cloud, businesses are able to manage client contacts in a seamless manner and provide personalised help on a large scale.

How to Choose the Right Helpdesk Software for Your Needs

Quality customer service and efficient internal operations depend on choosing the correct helpdesk software. This step-by-step approach will help you choose the proper helpdesk software:

1. Start by identifying your company’s helpdesk software needs and goals. Consider support request volume, communication channels (email, phone, chat), interaction with other systems, scalability, reporting and analytics, customisation, and budget limits.
2. Define Key Features: Based on your needs, select vital helpdesk software features and functions. Ticketing, multi-channel assistance, self-service portals, knowledge base management, automation, collaboration, analytics, and reporting are common characteristics.
3. Agents and consumers utilising helpdesk software must consider user experience. Find an interface with simple navigation, customisable dashboards, and ticket, communication, and knowledge base management features. To test the software’s usability, try it out.
4. Check Integration Options: Check the software’s compatibility and integration with your company’s CRM, project management, communication, and productivity tools. Smooth integration improves workflows, data visibility, and efficiency.
5. Assess Automation and Workflow Management: Ticket routing, assignment, prioritisation, escalation, and response automation can boost productivity. Check the software’s automation and workflow management options to make sure they fit your support operations.
6. Scalability and Customisation: Consider support for your company’s growth and changing needs in helpdesk software. Look for software that scales well as your support operations grow. To customise the product to your workflows and preferences, evaluate the customisation and configuration choices.
7. Security and Compliance: Protecting sensitive customer data and support interactions is crucial. Make sure the helpdesk software follows industry standards for data security, encryption, access restrictions, and GDPR, HIPAA, and PCI-DSS compliance. Software vendor security certifications, data protection, and privacy policies should be assessed.
8. Customer Support and Training: Evaluate the software vendor’s support, training, and resources. Find vendors with responsive customer service, extensive documentation, training materials, online tutorials, and community forums to help users maximise software use and resolve issues.

Questions and Answers