last updated: october 31, 2022.
Weronika
Masternak
Product Content Marketer
As a support manager, you're always on the lookout for new and innovative help desk software to improve your team's productivity. But it can be challenging to know which one is right for your business when there are so many types of help desk software available on the market. Luckily, you've come to the right place!
Let's review the best helpdesk software list for 2023 and compare their features and prices so that you can make an informed decision and work toward improving customer satisfaction.
Marcin
Forysiński
Product Marketing Manager
Before you get to our list of the best help desk ticketing software, browse the three main types of help desk software available: web-based help desk software, cloud-based help desk, and installed help desk software. Each system category has its own unique set of features that help companies track customer interactions, assign service agents to tickets, and monitor service requests.
Web-based help desk software is the most popular type. It's hosted on a remote server and can be accessed from any web browser and device with an internet connection. Web-based help desks are often more affordable than installed software, are easy to set up and use, and require no installation or maintenance. This type of help desk software is becoming increasingly popular among companies of all sizes because of its accessibility and flexibility.
Cloud-based help desks are similar to web-based help desks, but they're hosted on a remote server or cloud platform, such as Amazon Web Services or Microsoft Azure. Cloud-hosted service desks can be accessed from any place in the world with an internet connection. In addition, cloud-based help desk software offers businesses the flexibility to scale services up or down as needed. As a result, cloud help desk software is a popular choice for small companies and startups with multiple locations or wanting to offer 24/7 customer support.
Installed help desk software, or an on-premise help desk, is installed on a local server and can only be accessed from computers in the private network. Installed help desks can be more expensive than web-based or cloud-based solutions, but they offer certain benefits, such as increased security and performance. Large companies often use this type of software because it provides the most features and flexibility. However, it can be more difficult to set up and maintain.
Marcin
Forysiński
Product Marketing Manager
Now that you know a little bit about the different types of help desk software available, let's take a look at eight core features that all great help desk solutions should have.
Email
integration
Manageable
tickets
Support for
multiple channels
Ticket tracking
and reporting
User
management
Integration with
other systems
Customizable
workflows
SLA
management
The foundation for any help desk ticketing software is email communication integration, which allows you to manage all your emails in one place. This includes incoming messages from customers, outgoing messages from agents, and automated messages from the ticketing system. Email integration keeps your team organized and efficient by reducing the amount of time they spend sorting through emails.
Help desk software helps customer support agents efficiently manage tickets. The ticket is created every time a requester contacts customer service with an issue or question. The service desk solution assigns the ticket to the customer support rep responsible for resolving the case. The ticketing tool includes many features to help support agents manage tickets effortlessly. Manageable tickets allow agents to create custom fields, set priorities, define status, add people to the loop, and include attachments.
One of the essential features of a help desk ticketing system is its ability to support multiple channels. Customers can contact your team through call centers, emails, chats, website forms, chatbot conversations, or any other method they prefer. That's why a sound service desk will allow you to manage all of these communication channels in one place, making it easier for your support teams to respond to requests quickly and efficiently. Remember, if you don't want to be swamped with messages from various sources, regularly review your help center articles and self-service tools.
A decent ticketing system will track all cases and provide reports on how many tickets have been opened, resolved, and closed. This information can help measure your support team's effectiveness and pinpoint areas where you may need to make improvements. You can also use these insights to identify customer trends and communication issues that must be addressed immediately.
Free 14-day trial Automation Robust reporting
User management allows you to add, edit, and delete users from your help desk system. In most cases, user management includes features such as creating and managing user accounts, setting permissions, and tracking activity history. These functions help ensure that only authorized users have access to help desk data. It's also a great way to keep your help desk team well organized and to see who's using the system and how.
Most help desk ticketing software apps offer some form of integration with other systems. This allows you to include information from these systems in your tickets and synchronize help desk data with other applications. For example, you can integrate your desk solution with your customer relationship management system. By doing so, you can incorporate customer information in tickets and update customer records in the CRM system whenever a ticket is updated. Such integrations can be beneficial in keeping all customer details in one place and up-to-date.
A well-rounded help desk ticketing system should allow you to customize workflows to fit your specific business needs. This includes the ability to set up various workflows for different channels and configure rules for automated assignment, routing, and escalation of tickets. Automated workflows can robotize operations, so you can focus on providing excellent customer service. For example, you can set up a workflow to assign a ticket to the right agent based on predefined criteria, handle follow-up messages, or resolve simple technical issues. You can also specify the order and priorities in which tickets should be processed so that the most urgent cases are always handled first. And if you ever need to make changes to your workflows, you can do so easily and without disrupting your help desk operations.
Service level agreement management allows you to set service-level expectations and hold employees accountable for meeting or exceeding those standards. SLA management in support can help you track customer cases, incident response times, or issue resolution. As a result, you can provide a great customer service level and keep your commitments.
Marcin
Forysiński
Product Marketing Manager
Help desk ticketing software can be a game-changer for businesses of any size. It improves customer service with innovative management features. There are many gains to using desk software, including detecting and resolving customer issues quickly and efficiently from multiple channels in one place. This ensures that customers always receive the best possible service.
In addition, help desk ticketing systems allow you to track metrics and performance indicators that can help you identify areas for improvement. As a result, you can ensure your team is always on top of its game. You can use the data and insights you collect to improve customer satisfaction and provide a better overall experience for your customers.
Beyond that, help desk software can automate some of the repetitive and labor-intensive tasks that support staff must perform daily. This improves the work efficiency of the support crew by giving them the necessary hours to help customers with cases that require a human approach. As a result, not only do you save time and money, but you're also more swift and approachable.
In general, help desk ticketing software is an extremely valuable tool for companies that want to optimize customer support operations. Not surprisingly, more and more customer service support managers are investing in desk solutions.
Weronika
Masternak
Product Content Marketer
There are many ticketing programs to choose from. Some are more popular than others, and all have their pros and cons. Here you can learn about some of them through customer reviews posted on the Capterra platform. After all, who better to evaluate help desk systems than their users, right?
Let's see a comparison of the top ten help desk software solutions for 2023. Look at their features, prices, and how they stack up against each other.
HelpDesk is designed to help you provide effective and effortless customer service. The tool focuses specifically on these three areas:
Swift and straightforward automation of daily tasks.
Management of all messages from different channels.
Proactive collaboration with teammates in one place.
HelpDesk is a simple yet powerful ticketing solution for support teams that want to simplify interactions with customers, business partners, and other requesters from different channels. Thanks to its short learning curve, you can use it right from the get-go. HelpDesk allows you to organize your daily work into automated workflows that will perform repetitive and tedious tasks for you.
You can use advanced features to personalize communication and quickly resolve customer cases. In addition, HelpDesk provides robust reporting features that can be used to track support agents and improve performance. HelpDesk offers the highest security standards with data encryption and 24/7 customer service team assistance.
Simple setup Automation Robust reporting
HelpDesk is available in one all-inclusive subscription Team plan at $29 per month per agent billed annually or $34 month-to-month.
There's no fine print — you know what you're paying for and how much. Best of all, with the Team plan, you can take advantage of all the new (and beta) customer support features you can use on the spot!
To keep customer service in check
29
/mo29
/moper agent
billed annually
or $34 month-to-month
Start your free trial
All messages in one dashboard
Robust customer data in tickets
Automations to finish tasks quicker
Intuitive AI text enhancements
Efficient team management tools
Private notes to detail the tickets
Customized canned responses
Mentioning teammates for guidance
Real-time progress reporting
Free and unlimited viewer roles
Prices start at $19 per agent/month billed annually on the Support Team plan and increase to $49 per agent/month billed annually on the Support Professional plan and $99 per agent/month billed annually on the Support Enterprise plan.
Prices start at $45 per month on the Starter plan and increase to $450 per month on the Professional plan and $1,200 per month billed annually on the Enterprise plan.
Prices start at €14 per user per month billed annually on the Standard plan and increase to €23 per user per month billed annually on the Professional plan and €40 per user per month billed annually on the Enterprise plan.
Prices start at $15 per user per month billed annually on the Growth plan and increase to $49 per user per month billed annually on the Pro plan and $79 per user per month billed annually on the Enterprise plan.
Free 14-day trial Automation Simple setup
They don't have a clearly distinguishable price list but indicate that you may be charged for the number of Seats or People Reached.
Prices start at $50 for 300 tickets per month billed annually on the Basic plan and increase to $300 for 2,000 tickets per month billed annually on the Pro plan and $750 for 5,000 tickets per month billed annually on the Advanced plan.
Prices start at $19 per user per month billed annually on the Starter plan (with minimum 2 users) and increase to $49 per user per month billed annually on the Growth plan (with minimum 5 users) and $99 per user per month billed annually on the Scale plan (with minimum 10 users).
Prices start at $20 per user per month billed annually on the Standard plan and increase to $40 per user per month billed annually on the Plus plan and $65 per user per month billed annually on the Pro plan.
Prices start at $15 per user per month billed annually on the Ticket plan, which provides the ticketing solution.
Weronika
Masternak
Product Content Marketer
So, there you have it — the best help desk software for 2023. The systems presented here will give your company a much-needed boost and provide excellent customer support. However, if you're looking for a system with all the essential features for handling customer communications that won't give you a headache, then you should definitely try HelpDesk.
Sign up for a free HelpDesk 14-day trial
and see how this powerful system can transform your customer support operations.
Free 14-day trial Automation Robust reporting
Weronika
Masternak
Product Content Marketer
Weronika is a Product Content Marketer at HelpDesk. She handles the research, knowledge gathering, and content writing for the product, and she does her best to make using this ticketing software as enjoyable as possible.
Marcin
Forysiński
Product Marketing Manager
Marcin is a Product Marketing Manager at HelpDesk. He's present at every stage of the sales funnel and really focuses on acquiring, retaining, and monetizing our product.