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Help Desk Software

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SysAid logo



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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Zendesk Suite logo

Zendesk Suite


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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JIRA Service Management logo

JIRA Service Management


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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ConnectWise PSA logo

ConnectWise PSA


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



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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Salesforce Service Cloud logo

Salesforce Service Cloud


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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HubSpot Service Hub logo

HubSpot Service Hub


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


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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Freshdesk logo



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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Remote Support logo

Remote Support


Secure remote access software

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BeyondTrust Remote Support enables help desk teams to quickly and securely access and fix any remote device, running any platform, located anywhere in the world through one solution.

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LiveChat logo



Customer service software that boosts online sales.

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Fully functional customer service platform with help desk, ticketing system and live chat software. Designed for engaging and supporting online visitors!

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Zoho Desk logo

Zoho Desk


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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LiveAgent logo



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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ISL Light logo

ISL Light


Remote support software & unattended remote access

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Remote support software for helpdesks. Can be integrated into CRM and ITIL incident management products (BMC).

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Intercom logo



Making internet business personal

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Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support.

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TeamSupport logo



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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Tidio logo



Communicator for businesses. live chat, messenger and email

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Tidio Chat is a cloud-based live chat system which integrates messages from live chat widgets, emails, and Facebook messenger into a unified agent interface

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SolarWinds Service Desk logo

SolarWinds Service Desk


IT Service Desk & Asset Management Software

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Manage and prioritize service requests in one place with the SolarWinds Service Desk, and continuously improve how IT supports strategic business needs.

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EngageBay CRM logo

EngageBay CRM


Integrated sales & marketing software for growing teams

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EngageBay is an all-in-one marketing, sales and service automation software which automates marketing sales by combining lead generation, email marketing, marketing automation, CRM & social media engagement. EngageBay helps businesses acquire, engage, nurture, and close leads from a single platform.

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Apptivo logo



CRM for managing customer accounts

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Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact info, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as Contacts or Opportunities.

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Supremo Remote Desktop  logo

Supremo Remote Desktop


Remote assistance, IT professionals, System administrators

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SupRemo helps private and companies to connect with remote devices or servers to manage applications and provide support. The white-label capabilities let professionals personalize the interface using custom logos, company details and themes to establish brand identity with clients.

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Freshservice logo



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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Spiceworks logo



Server and website monitoring software

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Keep track of everything that’s happening on your network – from when a user installs a piece of software they shouldn’t have, to when your printer’s toner level gets low! Spiceworks lets you monitor and receive alerts on all the network happenings you care about most!

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Bitrix24 logo



100% free CRM, collaboration, and communication tool suite

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Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 12 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks & mobile messengers.

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Atera logo



Ultimate All-In-One RMM Tool Suite for MSPs & IT Departments

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Atera’s all-in-one help desk and RMM platform is specifically tailored to help IT professionals streamline their day-to-day tasks. This includes Intelligent and AI-Powered Ticketing, IT Automation, and Reporting – all in one dashboard.

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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.


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.


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.


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).


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.


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: