GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Our commitment
Independent research methodology
Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.
How GetApp verifies reviews
GetApp carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.
How GetApp ensures transparency
GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.
Help Desk Software with Data Import/Export
Last updated: January 2025
Get free expert advice+1 (888) 216-6745
Call now for a one-to-one consultation in under 15 mins.
Key Features of Help Desk Software
Based on GetApp's analysis of 3706 verified reviews collected between July, 2021 and August, 2024
- Ticket Management: Reviewers value the ability to create, assign, and track tickets, customize views, and automate workflows to efficiently manage customer inquiries. 94% of reviewers rated this feature as important or highly important.
- Support Ticket Management: Users highlight the importance of tracking, prioritizing, and resolving support tickets with customizable workflows and efficient handling of customer inquiries. 94% of reviewers rated this feature as important or highly important.
- Real-Time Notifications: Users appreciate receiving instant alerts and updates on ticket activity, improving response times and keeping teams informed. 89% of reviewers rated this feature as important or highly important.
- Email Management: Reviewers find it useful to manage all email inquiries from a single platform, with features like automated ticket creation and customizable email templates. 86% of reviewers rated this feature as important or highly important.
- Alerts/Escalation: Users emphasize the importance of timely alerts and escalation protocols to ensure urgent issues are addressed promptly and efficiently. 84% of reviewers rated this feature as important or highly important.
- Remote Access/Control: Reviewers highlight the convenience of remotely accessing and controlling customer systems to quickly resolve issues and provide real-time support. 82% of reviewers rated this feature as important or highly important.
207 software options
Sponsored
SysAid is the most advanced AI-Powered IT Service Management platform in the market. By placing AI front and center in the organization's service delivery, SysAid guarantees enhanced employee satisfaction and a significantly reduced MTTR, all while boosting both productivity and efficiency.
Users also considered
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.
Users also considered
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.
Users also considered
ConnectWise PSA (formerly ConnectWise Manage) is a business management platform designed to run your technology solution business, connecting everything to allow for superior service delivery, know your business better, discover full-visibility billing, and handle handoffs without hiccups.
Users also considered
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.
Users also considered
Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.
Users also considered
NinjaOne simplifies IT management with powerful automation, empowering over 20,000 IT teams to enhance productivity, security, and control. From endpoint and patch management to remote access and backups, NinjaOne offers a user-friendly, scalable solution for modern IT challenges.
Users also considered
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools
Users also considered
TOPdesk is a service management platform for busy IT service teams that want to get things done. Packed with features and templates for processes like Incident Management, Asset Management and Change Management, TOPdesk is ready to use and quick to personalize. Our in-house experts are here to help.
Users also considered
LiveAgent is a web-based help desk solution with AI features, managing support tickets from channels like email, VoIP, live chat, and social media.
Start with a 30-day free trial, no credit card or contracts needed.
Start with a 30-day free trial, no credit card or contracts needed.
Users also considered
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!
Users also considered
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.
Users also considered
HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.
Users also considered
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
Users also considered
Supportbench revolutionizes customer support with AI-driven features. Seamlessly manage tickets, utilize dynamic SLAs, and engage users with ChatGPT bots. Deliver unmatched value and personalized experiences, making support teams the heroes of their organizations.
Users also considered
Helpfruit: Give your customers the right answer at the right time with AI chatbots and help pages. Escalate to live chat if needed.
Users also considered
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.
Users also considered
Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.
Users also considered
TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.
Users also considered
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Track key contact center metrics in real-time. And enable every employee to deliver outstanding service at every point of interaction.
Users also considered
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.
Users also considered
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.
Users also considered
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.
Users also considered
Bitrix24 is a free cloud and open source collaboration platform providing CRM, document management, tasking, time management, and project management tools. Over 12 million companies rely on Bitrix24 in 186 countries.
Users also considered
