Help Desk & Ticketing Software

Best Comparison List of Vendor Applications & Tools
  • Desk.com    24

    Online customer service software
    Desk.com lets you create a help desk that manages cases coming from multiple channels using a single agent console to organize, ...
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  • Freshdesk    37

    Online Customer Support Software & Helpdesk Solution
    Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, ...
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  • Freshservice ServiceDesk    5

    IT Helpdesk + Asset Management software from Freshdesk®
    Freshservice offers help desk automation for IT teams letting them assign tasks, manage tickets, access the knowledgebase & resolve ...
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  • JIRA Service Desk    4

    Redefine what IT means for your business with JIRA Service Desk
    JIRA Service Desk helps IT support teams to automate ticket management, knowledge base creation, SLAs, case tracking, self-service, &...
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  • Samanage    29

    IT Service Desk & Asset Management Software
    Use Samanage to manage, organize and prioritize service requests from your employees with ticket management, asset tracking, and ...
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  • Salesforce Service Cloud  

    Salesforce1 customer service app
    Support Every Customer. Anytime. Anywhere. Engage with your customers when and where they are. Deliver service across every ...
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  • Zoho Support    7

    Customer support help desk software
    Use Zoho Support to automate ticket management by setting service levels, creating escalation rules & workflows, setting up ...
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  • TeamSupport.com    96

    B2B Customer Support Software
    Resolve support tickets faster with better help desk ticketing software - TeamSupport offers automation and collaboration features ...
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  • LiveChat    122

    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 engaging and ...
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  • Vision Helpdesk    34

    Help Desk, Satellite Desk and IT Service Desk Software
    Customer Support Ticketing Software
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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, contracts & SLA ...
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  • Help Scout    18

    Web-based help desk designed for a great customer experience
    Help Scout automates help desk activity with workflows, unlimited email inboxes, collision detection, knowledge base creation, ...
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  • HelpOnClick Live Chat Software    14

    Live Chat Software
    HelpOnClick offers a help desk & knowledgebase solution for SMBs in addition to their live chat software, with ticket management and ...
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  • SherpaDesk    14

    A support soution to help track time and manage projects
    Receive, resolve and report on all customer requests. SherpaDesk's mobile is the perfect solution for any business that have techs ...
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  • Tracker    9

    Customer Service and Support Management Software
    PhaseWare Tracker enables IT help desks to track incidents from resolution to closure, with additional tools for self-service, ...
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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 automation, real-time ...
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  • ManageEngine ServiceDesk Plus    3

    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. With optional ...
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  • ConnectWise    1

    Business Management Platform for the IT Industry
    Our help desk software leverages a market-leading ticketing system, which allows technology providers to provide the best support to ...
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  • IssueTrak  

    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, mobile accessible, ...
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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, native FAQs, in-app ...
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  • XSellco Fusion  

    Multi-channel CRM for eCommerce sellers
    XSellco Fusion is a Customer Helpdesk/ticketing platform that enables sellers to integrate all customers from multiple channels & ...
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  • Zendesk    174

    Cloud customer service software
    Zendesk is a leading Help Desk and Ticketing software solution trusted by over 40,000 organizations worldwide.
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  • LiveAgent    46

    Multi-channel helpdesk software
    15.229 customers gave LiveAgent a 5-star rating in the 2015 survey. Sign up to see why.
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  • Front    17

    Inbox management software for teams
    Front provides a simple way to work with team inboxes (sales@, support@, etc). Front keeps the simplicity of email, but adds ...
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  • HappyFox    14

    Helpdesk, customer support software
    HappyFox is a practical help desk solution to manage requests from multiple channels, with a ticket system, self-service knowledge ...
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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