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Help Desk Software with Real-Time Analytics

Last updated: October 2024

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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.
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118 software options

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Zendesk Suite logo

Service-first CRM company that builds support & sales tools

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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.

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ConnectWise PSA logo

A PSA Tool Designed To Run Your As-a-Service Business

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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.

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Front logo

How 8,000+ companies streamline customer communication.

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Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer comms by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration.

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Zoho Desk logo

Superior customer service. Lasting experiences.

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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.

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Intercom logo

Intercom is bringing AI-first Customer Service to the world

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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.

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NinjaOne logo

Automate the hardest parts of IT with NinjaOne

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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.

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JIRA Service Management logo

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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LiveAgent logo
Category Leaders

Great customer service starts with better help desk software

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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.

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Issuetrak logo
Category Leaders

Report. Resolve. Relax. It starts with Issuetrak.

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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!

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HubSpot Service Hub logo

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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LiveChat logo

Customer service software that boosts online sales.

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LiveChat is an all-in-one customer service platform that helps businesses provide seamless customer service and boost their sales. It’s known for its simple, intuitive design, and ease of use. It integrates with 200+ services and is used by over 37,000 customers in 150 countries.

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Helpfruit logo

AI chatbots and help pages with all the protections you need

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Helpfruit: Give your customers the right answer at the right time with AI chatbots and help pages. Escalate to live chat if needed.

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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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Korra logo

Answers - Spot On!

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Korra is a semantic, direct-to-answer knowledge discovery platform. With an AI-powered search engine and direct-to-answer experience, Korra offers an SMB-friendly cloud-based SaaS solution. Companies benefit from reduced open ticket rates, faster resolution times, and data-driven content insights.

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Hiver logo

Hiver: World's First Gmail-based Customer Service Helpdesk

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Hiver is the world's first Gmail-based helpdesk for customer-facing teams. It helps teams collaborate on shared inboxes like services@, orders@, support@ and deliver exceptional customer service.

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Supportbench logo
Category Leaders

Supportbench: AI-Powered Enterprise Support Mastery

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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.

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Deepser logo

IT service desk, CRM, and asset management software

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Deepser is a cloud-based IT service desk and ticketing software, which enables businesses to handle customer queries and resolve issues by routing tasks to the relevant departments. Features include collaboration, prioritization, agentless discovery, license management, time tracking & reporting.

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TeamSupport logo

The complete B2B solution for great customer support

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TeamSupport's Support software is specifically designed to provide businesses with the context needed to effectively meet their customers' needs. Through an innately collaborative platform, Support ensures unified customer experiences that are positive and healthy.

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Salesforce Service Cloud logo

Customer Service & Field Service Management Solutions

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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.

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SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

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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.

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Atera logo
Category Leaders

The all-in-one IT management platform, powered by Action AI™

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Atera is the all-in-one IT management platform that combines RMM, Helpdesk, and ticketing with AI to boost organizational efficiency at scale.

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Yonyx logo

Decision tree driven Interactive guides for customer service

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Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system. Yonyx guides help improve CSAT & First Call Resolution, while reducing average handle time & deflecting calls

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NICE CXone logo

Cloud Contact Center Software

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Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX

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ServiceNow logo

ITSM for automation & management of IT Enterprise services

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ServiceNow is an IT service application platform-as-a-service provider that offers a range of ITSM products to automate & manage numerous IT enterprise services. ServiceNow can be used for cloud & virtualization lifecycle management, change orchestration, infrastructure discovery & IT governance.

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Agile CRM logo

Sales and marketing CRM for growing businesses

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Agile CRM combines powerful automation, telephony, web, mobile, email, social and scheduling features to effectively manage the entire customer journey

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