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 Q2 2017

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
97
19
20
20
19
19

2. Freshdesk

Online Customer Support Software & Helpdesk Solution
85
15
17
17
18
18

3. LiveAgent

Great customer service starts with better help desk software
84
18
16
14
16
20

4. Desk.com

Online Customer Support Software & Helpdesk Solution
78
13
17
16
19
13

5. Kayako

Unified Customer Service Platform
77
9
17
15
16
20

6. HappyFox

Helpdesk, customer support software
73
13
16
15
16
13

7. Zoho Desk

Industry's first context-aware Helpdesk Software
68
14
6
15
19
14

8. UserVoice

Customer engagement infrastructure for operational excellence
67
8
16
13
16
14

9. Help Scout

Web-based help desk designed for a great customer experience
66
14
16
16
9
11

10. Salesforce Service Cloud

Salesforce1 customer service app
65
14
11
4
16
20

11. TeamSupport.com

B2B Customer Support Software
64
17
16
4
7
20

12. Vision Helpdesk

Help Desk, Multi Company Desk and ITIL Service Desk Software
64
10
16
13
16
9

13. SysAid

One Service Desk. All Essentials.
62
10
6
15
16
15

14. ManageEngine ServiceDesk Plus

IT Help Desk software - Cloud and On-Premise
59
10
5
15
16
13

15. Teamwork Desk

Helpdesk Software Your Team Can Rely On
58
13
2
13
16
14

16. Deskero

Customizable Help Desk and Ticketing System
51
14
4
13
3
17

17. NABD System

Multi-channel Customer support & Help Desk software-FREE PLAN
50
13
4
13
2
18

18. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
44
7
8
13
2
14

19. JIRA Service Desk

A beautifully simple service desk built on JIRA
44
12
8
4
20

20. JitBit Help Desk

Helpdesk ticketing system software
38
7
3
14
2
12

21. LiveHelpNow

Customer Service & Live Chat
36
13
2
16
5

22. KronoDesk

Help, Listen & Solve - Powerful Help Desk Software
32
5
3
4
2
18

23. Track-It!

Help desk and asset management
32
13
0
0
19

24. Kaseya BMS

Business management solution for IT departments & MSPs
27
0
2
0
12
13

25. NetHelpDesk

ITIL aligned help desk software with built-in CRM
27
8
4
13
2
Reviews
Integrations
Mobile
Media
Security

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews*

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms*

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring 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.

*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.