Help Desk & Ticketing Software

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  • Issuetrak    1

    Issue tracking software for help desk and customer service
    User-friendly help desk and ticketing solution for any-sized business; web-based access, award-winning support, mobileread more accessible, and an outstanding value
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  • Samanage    27

    IT Service Desk & Asset Management Software
    Use Samanage to manage, organize and prioritize service requests from your employees with ticket management, asset trackingread more, and reports and dashboards.
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  • Freshdesk    43

    Online Customer Support Software & Helpdesk Solution
    Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox,read more ticket routing, and event triggered actions.
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  • ServiceWise  

    Web based help desk management software
    ServiceWise is an online help desk software for IT service management and offers SLA management, configurable workflowsread more, reporting and analytics features
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  • ConnectWise    3

    Business Management Platform for the IT Industry
    Our help desk software leverages a market-leading ticketing system, which allows technology providers to provide theread more best support to their customers!
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  • TeamSupport.com    95

    B2B Customer Support Software
    Resolve support tickets faster with B2B help desk ticketing software - TeamSupport offers automation and collaborationread more features to improve efficiency.
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  • Agiloft  

    Cloud-based helpdesk management software
    Agile Service Desk is a cloud-based integrated software application that helps enterprises to manage helpdesk, troubleread more ticketing & customer support operations
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  • ScreenConnect  

    Remote Support, Remote Meeting & Remote Access Software
    Remote support, remote access, and remote meeting in one solution
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  • Freshservice ServiceDesk    6

    A complete IT Service Management Tool for your Business
    Freshservice offers help desk automation for IT teams letting them assign tasks, manage tickets, access the knowledgebaseread more & resolve issues from any device.
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  • InvGate Service Desk    6

    Modern Intuitive IT Service Desk Software
    Use InvGate to manage & automate your IT help desk with ticket management, self-service, SLAs, workflows, gamificationread more, customer feedback, analytics & more.
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  • LiveAgent    56

    Great customer service starts with better help desk software
    Great customer service starts with better Help Desk Software!
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  • IT Incident Software  

    Web-based helpdesk management solution
    IT Incident Software is a web-based IT helpdesk management solution that enables organizations to resolve requests byread more tracking assets and automating workflows
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  • Desk.com    20

    Online Customer Support Software & Helpdesk Solution
    Desk.com lets you create a help desk that manages cases coming from multiple channels using a single agent console toread more organize, route, prioritize & track cases.
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  • Vision Helpdesk    8

    Help Desk, Satellite Desk and ITIL Service Desk Software
    Customer Support Ticketing Software
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  • Helpshift  

    Scalable customer care in your web & mobile apps
    Helpshift delivers scalable customer support for web and mobile apps. The suite includes full ticketing system, nativeread more FAQs, in-app chat, push campaigns & more
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  • Zoho Support    8

    Customer support help desk software
    Use Zoho Support to automate ticket management by setting service levels, creating escalation rules & workflows, settingread more up notifications, and more.
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  • ManageEngine ServiceDesk Plus    4

    Help Desk software and Asset Management Tool
    ServiceDesk Plus helps to automate IT help desk processes such as knowledge base, SLAs, self-service, and reports. Withread more optional asset & project management.
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  • Cayzu Help Desk    3

    Cayzu. Simple. Affordable. Help Desk Solution.
    Cayzu shows all conversations from multiple channels on a single screen. With ticket management, workflow automationread more, real-time insights, & a knowledge base.
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  • Salesforce Service Cloud    6

    Salesforce1 customer service app
    Help your support agents solve customer problems faster by putting the right tools at their fingertips with Salesforceread more Service Cloud.
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  • ManageEngine SupportCenter Plus    2

    Web based customer support
    SupportCenter Plus combines automated request tracking, multi-channel support, knowledge base, self service, contractsread more & SLA management, reporting & more
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  • HelpOnClick Live Chat Software  

    Live Chat Software and Virtual agent for SMBs
    HelpOnClick offers a help desk & knowledgebase solution for SMBs in addition to their live chat software, with ticketread more management and agent collaboration.
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  • Helprace    1

    All-in-one customer service solution
    Helprace is a feature-packed help desk for speedy ticket management and easy email integration.
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  • Kayako    7

    Helpdesk/ customer service software
    Kayako helps to automate help desk activities with prioritization & routing, SLAs & performance reporting, ticket workflowsread more, macros & escalation rules, and more
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  • inContact Contact Center  

    Virtual contact center software
    inContact's cloud call center software system enables better customer service with automatic call distribution (ACDread more), interactive voice response (IVR), skills-based routing, speech recognition, inbound/outbound and call blending, workforce management (WFM), workforce optimization (WFO) and the only no-pause dialer on the market. We also integrate with leading CRMs like Salesforce to simplify the agent experience. inContact provides you with advanced ACD, IVR and WFO tools to help you create a personalized call center experience to your customers. Choose from a number of solutions to match your desired business goals or role, including Blended Predictive Dialer, Cloud PBX, and Speech Analytics software. Gather your customers from multi-channel communication sources - such as social media, chat, text, phone and email. Place them into one unified queue before skills-based routing automatically directs the call to the most appropriate agent.
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  • LiveChat    117

    Premium Customer Service Software - Live Chat and Help Desk
    Fully functional customer service platform with help desk, ticketing system and live chat software. Designed for engagingread more and supporting online visitors!
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GetApp lists the best Help Desk & Ticketing software vendor reviews. Including examples of their program solutions, company comparisons, and other types of application options.

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What is Help Desk & Ticketing Software?

Help desk and ticket management software solutions are used to optimize the overall customer support services offered by companies. They are particularly beneficial to businesses who lack the resources to build large-scale customer support centres. These business applications provide all the tools necessary to support your agents in managing their workload and improving their performance.

Help desk software can be used for both internal technical support as well as external customer case management. These apps offer a more efficient way to track and organize tickets, record repeated incidents and problems, and standardize issue-solving procedures. Common functionalities include the ability to build a workflow, scripts and a customized knowledge base for easy referral by all agents.

Many help desk applications will enable your company to offer 24/7 customer support through the use of customer self-service portals. These online spaces include searchable knowledge databases, forums, FAQ’s, videos and other self-help documentation. This means your agents have more time on their hands to deal with more escalated issues.

The case management features common to help desk software allows you to store and archive personal customer information and agent interaction history. Agents are provided with instant access to a range of data from one platform. This speeds up customer waiting time as agents grab the data they need in seconds. Not leaving tools facilitate communication among agents. Case routing ensures specific issues are sent to the right agents. .

Help desk applications generally feature multi channel support across various communication platforms such as web, email, phone, chat and social media. Use these applications to identify key trends and measure the time spent by agents to resolve specific issues. Customer satisfaction and agent performance can be improved through the reporting tools offered by help desk applications.

Key Features & Benefits

  • Create and update the knowledge base
  • Track and archive issues and tickets
  • Answer, manage and record customer requests
  • Generate surveys and feedback forms
  • Create searchable help pages, forums and FAQ´s
  • Update customer profiles and cases
  • Set and track KPI´s, generating analytics reports
  • Improve methods of contact
  • Standardize rules and procedures

Help Desk & Ticketing Category Leaders Q3 2016

GetApp's quarterly ranking showcases the top 25 Help Desk & Ticketing apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about how we calculate scores.

Reviews
Integrations
Mobile
Media
Security

1. Zendesk

Cloud customer service software
92
20
20
20
16
16

2. Freshdesk

Online Customer Support Software & Helpdesk Solution
85
16
18
17
16
18

3. LiveAgent

Great customer service starts with better help desk software
80
18
16
14
14
18

4. Desk.com

Online Customer Support Software & Helpdesk Solution
76
14
17
16
16
13

5. HappyFox

Helpdesk, customer support software
75
15
16
15
16
13

6. Vision Helpdesk

Help Desk, Satellite Desk and ITIL Service Desk Software
67
16
16
13
13
9

7. Kayako

Helpdesk/ customer service software
66
12
8
15
11
20

8. Salesforce Service Cloud

Salesforce1 customer service app
65
9
16
0
20
20

9. Zoho Support

Customer support help desk software
64
12
7
15
16
14

10. UserVoice

Customer engagement infrastructure for operational excellence
63
14
10
13
12
14

11. Help Scout

Web-based help desk designed for a great customer experience
57
16
16
8
6
11

12. SysAid

One Service Desk. All Essentials.
55
9
5
15
11
15

13. NABD System

Multi-channel Customer support & Help Desk software-FREE PLAN
52
14
5
13
2
18

14. Deskero

The social customer care
52
15
5
13
2
17

15. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
49
10
10
13
2
14

16. TeamSupport.com

B2B Customer Support Software
48
18
10
0
2
18

17. SherpaDesk

A support soution to help track time and manage projects
48
16
4
13
2
13

18. Teamwork Desk

Help Desk Software built to handle your support queries
38
11
2
13
12

19. Freshservice ServiceDesk

A complete IT Service Management Tool for your Business
36
10
10
14
2

20. ManageEngine ServiceDesk Plus

Help Desk software and Asset Management Tool
33
10
5
15
3

21. JIRA Service Desk

A beautifully simple service desk built on JIRA
33
9
8
0
16

22. KronoDesk

Take Your Customer Support to the Next Level
29
6
3
0
2
18

23. Tracker

Customer Service and Support Management Software
29
13
3
0
2
11

24. Helprace

All-in-one customer service solution
28
7
2
0
3
16

25. eStreamDesk Helpdesk

Online helpdesk & knowledge base simplified
27
10
6
0
2
9
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

This ranking is for business owners and decision makers looking for a first glance at the leading cloud-based Help Desk & Ticketing software in the industry. The data serves as a point of reference highlighting the key factors that small businesses should look at when first analyzing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile app availability), market presence (media presence), and security features (security).

For more details on why we chose these data points, take a look at our industry research reports, which provide in-depth explanations of each data point, as well as trends in the industry.

How are the scores calculated?

An app’s score is calculated based on five unique data points and is completely independent of any relationships that GetApp has with app vendors. The data points are calculated as outlined below:

User Reviews

The score for user reviews is calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against other apps in the category. This raw number is then scaled to represent a value between one and 20.

Integrations

Integration scores are calculated by scaling and adding two different averages for the number of listed integrations on GetApp: the first 15 points are awarded for the total number of integrations scaled against the average for the top 25 percent of apps in the category, while the final five points are awarded for the total number of integrations scaled against the leader in the category.

Mobile Platforms

Mobile platform scores are calculated using data from Google Play and the Apple App Store. Five points are awarded for having an Android App, and another five for an iOS app. The additional 10 points are calculated based on the user ratings of the app in each store, rated out of five, for a total of 20 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans a vendor has. Each social network contributes a maximum of 10 points to the total score. The first five points are awarded for total number of followers scaled against the average number of followers that each vendor in the category has, while the remaining five points are awarded based on the total number of followers, this time scaled against the category leaders. The scores for Facebook and Twitter are added together for a total score out of 20.

Security

Security is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.