Help Desk & Ticketing Software

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  • ServiceNow Express   

    Cloud-based IT service management software
    ServiceNow Express is a cloud-based automated IT service management solution for small and midsize businesses, offering a customer self-service portal, and more read more
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  • ConnectWise     2

    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 their customers! read more
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  • Samanage     25

    IT Service Desk & Asset Management Software
    Use Samanage to manage, organize and prioritize service requests from your employees with ticket management, asset tracking, and reports and dashboards. read more
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  • Freshdesk     33

    Online Customer Support Software & Helpdesk Solution
    Freshdesk combines multi-channel ticket management with helpdesk automation offering features such as a team inbox, ticket routing, and event triggered actions. read more
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  • TeamSupport.com     59

    B2B Customer Support Software
    Resolve support tickets faster with B2B help desk ticketing software - TeamSupport offers automation and collaboration features to improve efficiency. read more
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  • ServiceWise   

    Web based help desk management software
    ServiceWise is an online help desk software for IT service management and offers SLA management, configurable workflows, reporting and analytics features read more
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  • Freshservice ServiceDesk     5

    A complete IT Service Management Tool for your Business
    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. read more
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  • Help Scout     12

    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, customer profiles, and more. read more
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  • ScreenConnect     1

    Remote Support, Remote Meeting & Remote Access Software
    ScreenConnect is a fully functional remote support solution. View and control devices from anywhere there is an Internet connection. read more
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  • Agiloft   

    Cloud-based helpdesk management software
    Agile Service Desk is a cloud-based integrated software application that helps enterprises to manage helpdesk, trouble ticketing & customer support operations read more
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  • InvGate Service Desk     6

    Modern Intuitive IT Service Desk Software
    Use InvGate to manage & automate your IT help desk with ticket management, self-service, SLAs, workflows, gamification, customer feedback, analytics & more. read more
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  • Kaseya BMS   

    Business management solution for IT departments & MSPs
    Kaseya BMS is a business management solution designed to help IT Departments & MSPs manage projects, inventory, CRM, time, expense, billing and more with ease. read more
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  • IT Incident Software   

    Web-based helpdesk management solution
    IT Incident Software is a web-based IT helpdesk management solution that enables organizations to resolve requests by tracking assets and automating workflows read more
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  • C2 ATOM   

    Full Service Management Solution
    C2 ATOM is a user-friendly, flexible and integrated ITSM system, improving service delivery and enabling multi-department request management. This intuitive web-based solution will generate better time response, time resolution, allowing your teams to collaborate and provide great service for your clients and end-users. read more Because of its flexibility, this centralized system will also allow your organization to scale up using new features, automate processes, enable self-service, and integrate with most 3rd party systems.
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  • Zoho SalesIQ     3

    Hassle free live chat re-imagined for business growth
    Live chat software to increase sales and improve customer service. Engage in real time and send targeted messages to your prospects and customers. read more
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  • Desk.com     4

    Online Customer Support Software & Helpdesk Solution
    Desk.com lets you create a help desk that manages cases coming from multiple channels using a single agent console to organize, route, prioritize & track cases. read more
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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 chat, push campaigns & more read more
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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 notifications, and more. read more
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  • HelpOnClick Live Chat Software   

    Live Chat Software and Virtual agent for SMBs
    HelpOnClick offers a help desk & knowledgebase solution for SMBs in addition to their live chat software, with ticket management and agent collaboration. read more
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  • IncidentMonitor   

    Service desk software with self-service web portal support
    IncidentMonitor is an on-premise or cloud-based help and service desk solution, delivering process management, support ticketing and self-service web portals read more
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  • Vizor HelpDesk & Assets   

    A powerful system for delivering full IT asset management
    Vector is a powerful system for delivering full IT asset management with integrated and optional asset management, helpdesk and software asset management. read more
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  • Helprace     1

    All-in-one customer service solution
    Helprace is a feature-packed help desk for speedy ticket management and easy email integration. read more
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  • JitBit Help Desk     1

    Helpdesk ticketing system software
    JitBit provides a helpdesk ticketing system for freelancers, startups, and small businesses, as well as large enterprises. The app allows you to manage and track all incoming support request emails and their associated tickets, automating tasks and organizing tickets into categories. read more The help desk is protected by SSL and hosted by amazon's servers providing daily backups and 24x7 monitoring. The web-based help desk fully integrates with your email and Active Directory, providing a detailed overview of all your tickets and customers. You can organize tickets by allocating categories and tags and view specific tickets through filters. You can use filters to route tickets, apply certain actions and set priorities. You can also use tickets to create a knowledgebase and report on business performance.
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  • Kayako     6

    Unified Customer Service Platform
    Kayako, the unified customer service platform that helps you build closer relationships, work better together, and go beyond delight. read more
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  • Enterprise Service Desk   

    ITIL-based incident, service and change management solution
    Enterprise Service Desk is a scalable ITIL-based help desk solution delivering a multitude of features across incident, service and change request management read more
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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

Help Desk & Ticketing Category Leaders Q3 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
92
20
20
20
16
16

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
80
18
16
14
14
18

4. Desk.com

Online Customer Support Software & Helpdesk Solution
76
14
17
16
16
13

5. HappyFox

Helpdesk, customer support software
75
15
16
15
16
13

6. Vision Helpdesk

Help Desk, Multi Company Desk and ITIL Service Desk Software
67
16
16
13
13
9

7. Kayako

Unified Customer Service Platform
66
12
8
15
11
20

8. Salesforce Service Cloud

Salesforce1 customer service app
65
9
16
0
20
20

9. Zoho Support

Customer support help desk software
64
12
7
15
16
14

10. UserVoice

Customer engagement infrastructure for operational excellence
63
14
10
13
12
14

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. NABD System

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

14. Deskero

The social customer care
52
15
5
13
2
17

15. Cayzu Help Desk

Cayzu. Simple. Affordable. Help Desk Solution.
49
10
10
13
2
14

16. TeamSupport.com

B2B Customer Support Software
48
18
10
0
2
18

17. SherpaDesk

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

18. Teamwork Desk

Help Desk Software built to handle your support queries
38
11
2
13
12

19. Freshservice ServiceDesk

A complete IT Service Management Tool for your Business
36
10
10
14
2

20. ManageEngine ServiceDesk Plus

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

21. JIRA Service Desk

A beautifully simple service desk built on JIRA
33
9
8
0
16

22. KronoDesk

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

23. Tracker

Customer Service and Support Management Software
29
13
3
0
2
11

24. Helprace

All-in-one customer service solution
28
7
2
0
3
16

25. eStreamDesk Helpdesk

Online helpdesk & knowledge base simplified
27
10
6
0
2
9
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.