Help Desk & Ticketing Software

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 Q4 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
95
20
20
20
16
19

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
83
18
16
14
15
20

4. Kayako

Unified Customer Service Platform
75
12
17
15
11
20

5. Desk.com

Online Customer Support Software & Helpdesk Solution
75
13
17
16
16
13

6. HappyFox

Helpdesk, customer support software
74
14
16
15
16
13

7. Salesforce Service Cloud

Salesforce1 customer service app
65
9
16
0
20
20

8. UserVoice

Customer engagement infrastructure for operational excellence
64
14
11
13
12
14

9. Zoho Desk

Industry's first context-aware Helpdesk Software
63
11
7
15
16
14

10. Vision Helpdesk

Help Desk, Multi Company Desk and ITIL Service Desk Software
61
13
14
13
12
9

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. Deskero

The social customer care
53
16
5
13
2
17

14. NABD System

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

15. Teamwork Desk

Help Desk Software built to handle your support queries
52
10
2
13
13
14

16. TeamSupport.com

B2B Customer Support Software
49
18
11
0
2
18

17. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
48
10
9
13
2
14

18. SherpaDesk

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

19. Freshservice ServiceDesk

A complete IT Service Management Tool for your Business
37
10
9
15
3

20. JitBit Help Desk

Helpdesk ticketing system software
35
7
0
14
2
12

21. JIRA Service Desk

A beautifully simple service desk built on JIRA
35
10
9
0
16

22. ManageEngine ServiceDesk Plus

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

23. DeskPRO

The helpdesk software for everyone
30
9
6
13
2

24. KronoDesk

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

25. Helprace

All-in-one customer service solution
29
7
3
0
3
16
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.