Is your help desk’s manual ticketing strategy no longer working? Are you witnessing a never-ending accumulation of unassigned customer tickets? Or, does your IT team feel burdened with unresolved support-related issues? If your answer is yes, it may be time to invest in a help desk software solution.
Help desk software uses a ticket management system to assist customer support agents and IT technicians in recording, prioritizing, and resolving service requests. A help desk system acts as a point of contact for users to get answers to questions, gain assistance in troubleshooting, and solve any other customer care-related issues.
Investing in a help desk ticketing system doesn't just help in delivering seamless customer support, but also in maintaining customer relationships. Likewise, IT help desks enhance operational efficiency by helping resolve and prevent system errors and breakdowns.
However, not every business has the budget to invest in a high-end help desk tool. You can, however, consider an affordable help desk software package that gets the job done while staying in line with your budget. We compiled this list of 10 affordable help desk software options, based on reviews from users just like you, and the starting price for each product as found on vendor's websites. (Products are sorted alphabetically. You can find our full methodology at the bottom of this page.)
Apptivo is customer service help desk software that tracks customer inquiries and issues, organizes tickets based on priority or category, and routes questions to the appropriate agent, ensuring seamless communication and quick responses. The tool offers customization to help you create or remove fields as needed.
Apptivo allows for automated intake of customer cases from multiple support channels into a single system. It converts customer requests into cases and assigns them to a team or an individual agent. Unique IDs and hashtags are attached to each request ticket, helping users filter and view all interactions in one place.
As a secure help desk solution, Apptivo sets restrictions on who can view and address tickets, protecting your customer data. The tool works in line with service level agreements (SLAs) to ensure all customer queries are addressed and responded to per business policies. It creates exportable reports and case summaries for backup.
Apptivo offers customer support via chat, email, and phone. This web-based tool has a mobile app for both iOS and Android devices.
BOSSDesk is an IT service management and help desk solution that also includes asset management, problem management, and a self-service portal. As a help desk tool, BOSSDesk has a self-service portal to manage service requests and access vital information online. It helps users select, enter, track, and approve service requests, minimizing manual ticket creation time and possible errors. The help desk software also includes reporting capabilities and customizable widgets for dashboard modification.
BOSSDesk offers customizable service catalog forms to fit the needs of different teams such as HR, facilities management, purchase requests, and employee onboarding. The tool also comes with a knowledge base, allowing end-users to get instant answers to their questions. Its active directory feature imports all user information and makes it accessible to customer support teams.
BOSSDesk offers customer support via chat, email, and phone. It has a knowledge base and FAQs section to address common queries. The web help desk tool also has a mobile app for iOS and Android users.
EngageBay is an all-in-one customer service help desk for marketing, sales, and support teams. EngageBay offers classic ticketing and a modern, live-chat ticketing system. The tool tracks, categorizes, labels, and routes customer requests across multiple channels to appropriate teams such as sales or marketing.
Customer support teams can use automation to define ticket priorities, update their status, and assign customer care executives. EngageBay lets users filter and customizes all customer support data to view priority tickets right on its dashboard. The tool helps create templated, predefined answers to frequently asked questions, ensuring quick and consistent responses.
EngageBay enables customer support teams to view graphical reports, including key metrics such as ticket status, priority, first response time, and closing time. Functioning in line with SLAs, EngageBay sets up trigger campaigns and sends alerts to support teams when a ticket resolution due date is coming up.
EngageBay is a web-based help desk tool with a mobile application for iOS and Android devices. You can reach its customer support team via email, phone, chat, and 24/7 live rep.
Freshdesk offers an online helpdesk system and customer service software with multi-channel support, intuitive customer portals, automated ticket routing, in-depth reporting, self-service options, and SLA management, among other features.
Freshdesk tracks and records customer requests across email, chat, web, and social media channels, and helps prioritize, categorize, and assign tickets to the right agents. It comes with AI-driven automation tools such as in-context collaborations and advanced agent routing to manage agent workflows. Its knowledge base helps resolve frequently asked questions with personalized support.
Freshdesk supports team collaboration on tickets to solve issues faster. It enables field service teams to access customer information on its mobile app and automate ticket scheduling and routing.
Freshdesk offers email, chat, phone, and 24/7 live rep support. This web-based tool also has a mobile app for both Android and iOS users.
HelpDesk is a customer service ticketing software with tagging, private notes, ticket allocation, data protection, collaboration, and data sharing features. It helps service desk teams convert customer questions into tickets and use tagging to categorize them.
HelpDesk allows its users to access appropriate statuses and descriptive tags to show ticket progress. Common answers to frequently asked questions are saved as canned responses to enhance productivity. You can use its knowledge base or FAQs forum to get quick solutions.
HelpDesk connects multiple communication channels, including email, social media messages, live chats, and contact forms to get a single-feed view of all messages. This web help desk software offers customer support via email, phone, chat, and 24/7 (live rep).
HelpCrunch’s customer support platform includes live chat, help desk, and a knowledge base. HelpCrunch enables service desk teams to capture consumer questions, create tickets, and assign or re-assign them to appropriate departments. It comes with multi-channel support, shared inboxes, and reporting capabilities.
HelpCrunch has an intuitive dashboard where you can see all chat conversations and emails as well as incoming requests from customers. Received tickets are organized by priority, severity, and category. Key performance indicators such as ticket resolution time, first response time, and busy hours help give insights into customer satisfaction and individual agent performance.
HelpCrunch’s live chat comes with a private notes option where you can leave comments for your teammates while keeping them hidden from customers. Canned responses can be created and stored in the software to address customer queries.
HelpCrunch offers support via email and chat. It is a web-based tool with a mobile application for Android and iOS devices.
LiveAgent is a customer service help desk platform with a chat application, online self-service platform, ticket management, and license management, among other functionalities. Its ticketing tool collects client inquiries from multiple channels such as email, social media inquiries/mentions, phone calls, and live chat and consolidates them into a single universal inbox.
LiveAgent’s helpdesk software comes with an automated ticket distribution tool that allocates customer tickets to support agents based on predefined criteria such as round-robin, ring to all, and random assignment.
LiveAgent is a web-based tool with a mobile application for Android and iOS users. You can reach their customer support team via phone, email, chat, and 24/7 (live rep), or get quick solutions with LiveAgent’s knowledge base and FAQs forum.
ManageEngine ServiceDesk Plus is an IT help desk software and ticketing system that helps manage and troubleshoot IT requests. ServiceDesk Plus helps users boost IT efficiency by integrating ticketing, asset tracking, purchasing, service catalog, contract management, and knowledge base in a single solution.
ServiceDesk Plus automates key workflow operations such as case routing, customer acknowledgement, technician notification, and SLA management. Customer support teams can create and publish canned responses to frequently asked questions on the online knowledge base for quick solutions. This helps to manage employee workloads while reducing the accumulation of unassigned tickets and the resulting service deterioration.
ServiceDesk Plus’ self-service module facilitates easy request generation and keeps end users updated on ticket status and approvals. The tool also includes an active directory to enable password resets and updates from the customer service desk portal.
ServiceDesk Plus is a web-based tool with mobile apps for both iOS and Android devices. It offers support via live chat, phone, email, and an FAQs forum.
As a customer service help desk solution, Teamwork Desk helps you track, manage, and organize customer communication by converting requests from emails to tickets. These tickets are then assigned to customer care executives for quick solutions.
Using Teamwork Desk’s ticketing system, you can assign tickets, view ticket statuses, add priority levels, create custom tags, and merge tickets from the same customer to simplify workflows and increase response time. The tool also lets you track response time for individual tickets to check performance.
To help agents provide helpful and consistent responses, Teamwork Desk enables canned responses to common questions in the knowledge base. It has a collision detection feature that ensures no two agents end up viewing or replying to the same ticket. Teamwork Desk includes smart inboxes, which allow users to automate repetitive processes like assigning tickets, sending emails, and adding tags.
Teamwork Desk is a web-based tool with a mobile app for iOS and Android devices. It offers customer support via phone, chat, email, and an FAQs forum.
Zoho Desk is a cloud-based customer service help desk system that offers ticket management, self-service functionalities, contract management, report creation, and productivity tools, among other features. It lets you gather customer requests, inquiries, or mentions from multiple sources (such as email, chat, phone, social media, self-service, forums, and forms) and combine them on a single platform.
Zoho Desk automates workflow operations such as ticket assignment, service escalations, notification rules, and time-based actions to increase productivity. The system helps support teams customize and schedule reports, record happiness ratings, and use a graphical dashboard for analyzing customer satisfaction.
As a part of its self-service module, Zoho Desk lets its users integrate a knowledge base, user community, and artificial intelligence capabilities into their website, and assist consumers in discovering answers quickly. Using Zia, Zoho Desk's AI-powered assistant, you can triage support problems in advance, assess customer sentiments, and discover abnormalities in ticket flow.
Zoho Desk is a web-based tool with a mobile app for both iOS and Android devices. It offers support via email, chat, phone, and an FAQs forum.
Installing an effective help desk platform is crucial for customer service and IT teams, and the right software will help you quickly address customer complaints, extend technical support, and gain assistance in troubleshooting. Here are some things to keep in mind when selecting the best help desk software for your business:
Stick to primary help desk software features: If you're working on a limited budget, focus on the features you would need. Some of the key help desk features you should consider are issue tracking, internal collaboration, live chat, and reporting. To help you stay focused during the software shopping process, make a checklist of all available features and cross off the ones you don't need.
Go through all the available pricing plans: Once you've shortlisted a tool, take a good look at its pricing plans. Generally, a basic plan comes with generic help desk tools, while premium plans include advanced features, add-ons, and extras. Consider all the features listed under each plan and see which one would best align with your customer service objectives.
Check out the free trial version: Some help desk software vendors offer a free trial of their tool, which usually comes with a limited access for 15 to 30 days. Free trials help you understand the features and functionality of a tool so that you can make the right choice.
These are some common questions you can ask software providers before making your final purchase:
What features do I get with a basic plan? Basic or affordable plans usually have limited features. It is important to look at all the available features to make sure it will still meet your needs.
Can I customize my help desk plan? Some vendors offer customization of software versions as per business needs. This ensures that you pay only for the features that you need and will use.
What type of support do I get with a basic plan? Examine the basic or affordable plan's technical assistance options. Sometimes, free versions of software solutions do not get priority support. Check all the available channels (such as real-time chat, voice call, and video call, among others) of technical support.
At GetApp, we verify all our user reviews to recommend the most efficient tools for your business.
Our software recommendations reflect the views and experiences given by your peers. These recommendations are never bought or sold, nor based on the opinion of a single individual.
For this article we selected the top 10 products that met the following criteria:
Each product should have at least 20 unique product reviews published on GetApp within the past two years, with an average rating of 3.0 or higher as of March 8, 2022.
We selected ten products with the lowest pricing based on the vendor website, in ascending order.
Each product must meet our market definition for help desk software "Help Desk & Ticketing software enables customer support agents to receive and respond to service requests. It acts as a point of contact for users to get answers to questions, gain assistance in troubleshooting, and solve any other customer care-related issues."
The content in this piece that provides opinions and points of view expressed by users does not represent the views of GetApp.
Product research for this article was contributed by Himanshi Arora.
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