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Help Desk Software

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JIRA Service Management logo

JIRA Service Management

4.4
(556)

The only ITSM solution built on the Jira platform

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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Freshdesk logo

Freshdesk

4.5
(3K)

Online helpdesk system and customer service software

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Freshdesk helps businesses offer stellar customer service by combining omnichannel ticket management with helpdesk automations, SLA management, and robust reporting.

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Zendesk Suite logo

Zendesk Suite

4.4
(3.6K)

Service-first CRM company that builds support & sales tools

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Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.

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SysAid logo

SysAid

4.5
(399)

Automate IT tasks and workflows with SysAid's ITSM solution

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SysAid’s ticket management supports you to better manage your help desk processes, including incident management, a self-service portal, and a knowledge base.

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Salesforce Service Cloud logo

Salesforce Service Cloud

4.4
(710)

Customer Service & Field Service Management Solutions

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Help your support agents solve customer problems faster by putting the right tools at their fingertips with Salesforce Service Cloud.

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eDesk logo

eDesk

4.5
(62)

eDesk; the most scalable eCommerce customer support tool for

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Quickly connect with your customers, wherever you sell online. Centralize customer queries and order details from all your sales channels in a simple dashboard.

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Freshservice logo

Freshservice

4.5
(532)

A complete IT service management (ITSM) tool for business

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Freshservice is an online ITIL-aligned service desk and ITSM software that’s easy to set up and use, to transform employee experience across the organization.

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Zoho Desk logo

Zoho Desk

4.5
(2K)

Superior customer service. Lasting experiences.

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Use Zoho Desk to automate ticket management by setting service levels, creating escalation rules & workflows, setting up notifications and more. This brings email, social media, live chat, phone calls, and web forms together. Our free plan gives you 3 users free to head start your operations.

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Front logo

Front

4.5
(250)

Where 7500+ companies build strong customer relationships;

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Front is how 7500+ companies scale customer communication, combining the automation of ticketing software with the personal touch of email.

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Issuetrak logo

Issuetrak

4.6
(181)

Report. Resolve. Relax. It starts with Issuetrak.

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Tired of software that lets you do just enough to dream of what you could accomplish with more control? Issuetrak lets you manage issue creation, resolution, reporting and more exactly the way you want. Get more for free - our knowledge base, task manager, and many other features come standard!

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TeamHeadquarters logo

TeamHeadquarters

4.3
(12)

Unified project management & help desk software

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TeamHeadquarters is a unified service desk and project management solution, with tools for managing tickets, resources, assets, teams, timesheets, and more

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BOSSDesk logo

BOSSDesk

4.6
(107)

BOSS Solutions a FrontRunner in Help Desk Software

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BOSSDesk provides a fully integrated Help Desk Software and IT Asset Management solution for both cloud and on-premise. It has been highly ranked by customers for providing an affordable ITSM solution with great user experience, wide range of features, and excellent customer support.

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ConnectWise PSA logo

ConnectWise PSA

4.1
(223)

A PSA Tool Designed To Run Your As-a-Service Business

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Our help desk software leverages a market-leading ticketing system, which allows technology providers to provide the best support to their customers!

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NinjaOne logo

NinjaOne

4.8
(178)

The Easiest-to-Use Unified IT Operations Solution

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NinjaOne is the world's easiest-to-use unified IT operations platform. IT leaders use Ninja to maintain infrastructure, manage endpoints, and support end-users in a single, seamless solution that improves technician efficiency, enables automation, and improves end-user satisfaction.

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LiveAgent logo

LiveAgent

4.7
(1.3K)

Great customer service starts with better help desk software

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LiveAgent is the ultimate help desk software over 138+ powerful features. It helps businesses manage multi channel communication via help desk tickets from a unified inbox. LiveAgent is a leader in delivering amazing customer experiences.
Start with a 14-Day free trial, no credit card required.

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HubSpot Service Hub logo

HubSpot Service Hub

4.4
(140)

Cloud-based customer service solution for firms of all sizes

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HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

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Mojo Helpdesk logo

Mojo Helpdesk

4.5
(73)

Mojo Helpdesk makes customer service easy.

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Use Mojo to create a branded helpdesk that supports ticket management, a customer support portal, SLAs, satisfaction ratings, time tracking, reports & more.

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Avochato logo

Avochato

4.7
(131)

SMS texting and live chat for sales, support & ops teams

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Avochato is an SMS/text messaging and live chat solution for marketing, sales & support teams, which allows users to send, receive, and collaborate on messages from customers

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TOPdesk logo

TOPdesk

4.5
(52)

Help desk & service management

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Help desk & service management

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VIZOR IT Asset Management logo

VIZOR IT Asset Management

4.0
(1)

ITIL Certified IT Service and Asset Management Solution

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VIZOR is an ITIL Certified IT Service and Asset Management Solution. Features include automatic ticket assignment, license management, knowledgebase, email integration, SLA support, self-service portal, network discovery, integrations with SCCM and LANSweeper. On-premise or Cloud. Try for Free.

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Support.cc logo

Support.cc

5.0
(3)

provide best customer service

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Support.cc is a powerful software designed to provide a faster and better experience for your customers. It automates the Omnichannel customer experience and will help you increase customer retention and sales.

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HelpOnClick logo

HelpOnClick

4.6
(11)

Live Chat Software and Virtual agent for SMBs

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HelpOnClick offers a help desk & knowledgebase solution for SMBs in addition to their live chat software, with ticket management and agent collaboration.

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TeamSupport logo

TeamSupport

4.5
(832)

The complete B2B solution for great customer support

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Resolve business to business help desk tickets faster with TeamSupport. Best in class SLAs, automation, customization, and collaboration to improve efficiency.

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InvGate Service Desk logo

InvGate Service Desk

4.7
(101)

IT service desk software

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Use InvGate to manage & automate your IT help desk with ticket management, self-service, SLAs, workflows, gamification, customer feedback, analytics & more.

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SeamlessDesk logo

SeamlessDesk

4.6
(30)

Simple. Affordable. Service Desk Software.

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Service Desk Software, Asset Management, Help Desk Software, Ticketing Software, IT Software

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Here's what we'll cover:

Buyers Guide

Help Desk Ticketing

As software becomes more advanced and feature rich, it is increasingly difficult to make sense of. But don’t worry, we’re here to help. GetApp’s Buyers Guide for help desk and ticketing software provides answers to questions that are top of mind for anyone in search of a help desk solution.

Jump to:

What is help desk and ticketing software?

Help desk and ticketing software, which falls under the umbrella of IT service management (ITSM) software, helps organizations resolve support requests and incidents. This might include operating a support desk for a product your company sells, or providing internal support to employees within your organization. Help desk and ticketing software should help your IT department better manage and more quickly resolve user problems.

What are the deployment options for help desk and ticketing software?

Help desk and support software can be purchased as a subscription service that is hosted in the cloud and maintained by a third-party or as a self-hosted (on-premise) deployment that requires manual maintenance. For most users, cloud-based ITSM software is the best choice. While on-premise software allows data to be self-hosted on company servers and can be less expensive at massive scales, the costs and complexity associated with deploying and maintaining these solutions is prohibitive and often unnecessary for many organizations.

Gartner's Hype Cycle for Software as a Service (SaaS), 2018 states that the SaaS model has become essential for software vendors, having gained acceptance across organizations of all sizes and multiple industry segments. In 2018, for example, 85% of CRM software was purchased, not built, and over 70% was deployed as SaaS. Given help desk software is responsible for managing and prioritizing customer issues and complaints, stability and reliability are of utmost importance. It isn’t advisable to host your own ITSM software unless maintaining full control over the system and the data that it houses is a top priority for your business. 

Key question to ask your vendor before you buy: What are the differences in cost for each deployment option you offer?

What are some common features for help desk and ticketing software?

Below are the primary help desk and ticketing software features offered by products available on the market today:

  • Ticket management: Allows organizations to track open complaints, assign work based on skills or need, and monitor overall trends in help desk requests.

1

Ticket management in Freshdesk 

  • Knowledge base management: Enables companies to create a repository of common or previously resolved problems, as well as a record of solutions that may be helpful for troubleshooting. By making this information searchable, organizations can enable self-service options for users and cut down on ticket volume. Additionally, a robust knowledge base can help service agents find tested solutions to common user problems.

2

Knowledge base management in Freshdesk

  • Reporting and analytics: Allows organizations to track and aggregate data to gauge performance and productivity, as well as identify trends. This may include some form of data visualization that can be exported as a report to share with others.

3

Reporting and analytics in Zendesk

  • Self-service portal: Gives internal or external users the ability to search for solutions to problems on their own (see “knowledge base management” above).

4

Self-service portal in Serviceaide

  • Alerts/escalation: Keeps support staff up-to-date about relevant ticket progress and escalates certain tickets to a higher priority based on predetermined criteria.

5

Ticket progress and escalations in SolarWinds Service Desk

What are some important help desk and ticketing software integrations?

Integrating help desk software with other software used throughout your organization is essential to getting the most out of your purchase. Not only can integrations save workers time, they make sure support staff has access to important information that enables them to provide better service.

Communication channels integration: If you are setting up help desk and ticketing software to provide customer support for a product, consider integrations with email marketing and social media. These channels can help with filling out contact profiles, reducing duplicate data entry, creating a more complete view of customer interactions with your company, and allowing customers to reach out through their preferred channels. If your help desk will serve internal employees, consider integration with common communication tools people use at work.

CRM integration: Customer relationship management (CRM) software helps businesses implement and maintain customer-centric strategies that optimize profitability, revenue, and customer satisfaction. CRM software also contains large amounts of customer data that can inform your help desk team as they field user issues and complaints. Integrate ITSM software with your CRM to ensure support team members are aware of past interactions between your company and your customers.

Bug tracking software integration: For companies that operate in the tech space, it is essential to have an integration between help desk software and any platform used to track bugs. This can help with prioritizing bug fixes depending on the extent of user impact, identifying problems more quickly, and keeping support staff current on the status of known issues. Integrate your help desk software and issue tracking software so both the support staff and the engineering staff are on the same page about outstanding problems, their impact on users, and the progress of a resolution.

Key questions to ask your vendor before you buy: What [select all that apply: communication tool, CRM, or bug tracking] integration(s) are available with your software, and what are the resource requirements for maintaining them?

As artificial intelligence (AI) evolves it will have a huge impact on understanding customer behavior and improving customer interactions. Gartner research states that by 2021, AI will handle 15% of all customer service interactions—representing a 400% increase from 2017 (full content available to clients). Advanced AI will lead to improved predictive capabilities, uncovering trends buried in data, and will be able to use learning abilities to provide a more sophisticated level of support to customers. 

According to a survey of Gartner Research Circle members, the top applications for AI technology are about customer experience and include customer engagement, call center service/support, and digital marketing platforms. However, the same survey found that just 6% of respondents had AI in use. This is an obvious trend to keep an eye on as the ITSM software market evolves and AI continuously improves.

Key questions to ask your vendor before you buy: What features do your product offer that leverage artificial intelligence? Do you have plans to include [choose one or more: chatbots, virtual customer assistants, or conversational AI] in future software updates?


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Research methodology:

The following sources were used for this document: