5 Top-Rated Help Desk Software for Small Business

Whether you're managing support tickets from internal employees or external clients, a quick resolution is crucial to maintain your business's reputation. Consider investing in help desk software that offers templatized responses, automatically distributes tickets to your agents, and provides self-service options to customers. These key features work together to quickly resolve support tickets and enhance customer experience.

To help you narrow the list of help desk solutions, this article highlights, in alphabetical order, the five top-rated help desk software for small businesses based on user reviews. For each product, we include overall user ratings along with the highest-rated attribute, product benefits, review excerpts from industry professionals, and product pricing. Read how we selected these products at the bottom of the page.

We selected products for this article based on their average ratings between January 2022 - January 2024, which may differ from their current overall average ratings.

ISL Light is a remote desktop software that allows IT technicians to access their customers’ computers remotely. It provides a secure connection to PCs, servers, and mobile devices through an eight-digit code. Key features include administrator controls, file sharing, and the ability to pause or hand off sessions to other operators. It also supports remote shutdowns and reboots with automatic session reconnection, along with unattended access and mobile device management.

Commonly discussed topics by ISL Light reviewers

Based on our analysis of ISL Light reviews on GetApp, the most commonly discussed topics are:

• User administration: 88.9% of users appreciate the user-friendly administration and ease of use of the tool. They also valued its ability to offer multiple simultaneous sessions. 

• Reliable remote access: 86.5% of users appreciate the seamless registration process, ease of use, and the ability to quickly access and control remote computers. However, some users suggest improvements in UI and UX for file management and better support for mobile devices.

• Client management: 54.3% of users liked the ease of establishing remote connections. They specifically like the 'always on' connection feature that eliminates the need for direct interaction with clients.

Review excerpts from small business users who have used ISL Light for help desk:

“For our business ISL helps ensure that we have secure and logged access to PC's, servers, and mobile phones of the clients that we support.” (Paul Page, Technical Systems Consultant, 2022) 

“We are an outsourcing IT company, and we provide services and support to various business in the region. When we have the possibility of providing remote support, we use ISL. Because we only have to provide an eight-digit number to our customers, it makes the whole process much easier and faster.” (Tine Brešan, IT System Technician, 2022)

“Has the ability to take full admin access as well which is great for those locked down scenarios.” (Ryan McDowell, IT Manager, 2022)

“The process of giving instructions to users how to run ISL Light Client is also easier. And process of switching to session with elevated privileges is also much easier and faster.” (Joze Volf, sysadmin, 2022)

“Time management comes first for me, and ISL allows me to be completely reliable with users here.” (Janez Vinsek, Help in working with IT, 2022)

Read more about ISL Light here.

LiveAgent is a customer support platform that facilitates interactions through multiple channels such as email, live chat, social media, and phone. It centralizes customer inquiries in one hub, equipped with CRM tools for analyzing and segmenting customer behavior. Features include integration with major social platforms, a ticketing system for managing inquiries, and a knowledge base for self-service support.

Commonly discussed topics by LiveAgent reviewers

Based on our analysis of LiveAgent reviews on GetApp, the most commonly discussed topics are:

• Enhanced customer interaction: 98.5% of users claim the tool facilitates customer interaction across multiple channels, including social media, and helps provide 24/7 support. They also commend its live chat and self-service options for their impact on customer engagement.

• Helps provide real-time support: 94.8% of users say that the tool supports email, phone calls, and social media chat as various channels to engage with customers and provide support. They also appreciate the ability to track conversations.

• Versatile ticket management: 88.3% of users appreciate the tool’s ability to distribute tickets by department or agent workload. They also like the customer service portal, which enables quick responses to customer issues and allows tracking of customer emails and issues.

Review excerpts from small business users who have used LiveAgent for help desk:

“It has outstanding CRM capabilities that make it possible to analyse customer behaviour, segment customer based on their needs, and then meet each of those demands.” (Tarannum Anjum, Sales Executive, 2023) 

“It streamlines developing and mandating a procedure that consistently produces satisfied clients—having a centralized hub to field customer questions across several channels allows us to provide superior service.” (Steve Foley, Lead Software Engineer, 2023)

“LiveAgent provides omnichannel help desk solution giving you and your customers a variety of channels like calling, live chat among others to connect and provide the support needed.” (Mitesh Chavda, Group Financial Controller, 2023)

“Makes communication with customers/ clients to be 100% effective thanks to its great features which include universal inbox, real time live chat, call center and a well functioning customer service portal.” (Steve Andy Njeri, Customer Care Personnel, 2023)

“Another advantage of LiveAgent is that it provides a customer service portal and customers can create and quickly receive immediate responses to tickets.” (Rose Wendy, Marketing Specialist, 2023) 

“We easily receive and reply to customer emails, and track issues with useful metrics ( ticket support status, progress and it provides options for clients to rate our support quality in the end)” (Houyamne Abdias, UX Designer, 2023)

Read more about LiveAgent here.

LiveChat is a customer service tool that supports real-time interactions with customers. It integrates with various communication channels, including websites, social media, and messaging apps, helping businesses to reach customers on their preferred platforms. It also has a ‘sneak-peek’ function to review messages that a customer is typing to allow for quick response. Besides, its advanced AI capabilities generate comprehensive reports that facilitate continuous improvement in the service provided.

Commonly discussed topics by LiveChat reviewers

Based on our analysis of LiveChat reviews on GetApp, the most commonly discussed topics are:

• Enhanced customer engagement: 96.7% of users appreciate that the tool facilitates real-time interaction with customers, offering them various communication channels, including social media and messaging apps.

• Comprehensive communication solution: 90% of users value that the tool supports integration with various messaging apps, video conferencing, SMS automation, and file storage tools. It allows them to engage with customers on their preferred platforms, including social media and mobile applications.

• Efficient customer support: 83.7% of users value the user-friendly interface, advanced AI, and features, such as chat transcripts, automated responses, and sneak peek messaging. They also appreciate its compatibility with mobile devices and social media platforms.

Review excerpts from small business users who have used LiveChat for help desk:

“The ability to engage with customers on the go, from the comfort of my mobile phone, I think has made my entire team a lot more productive, as far as customer engagement through LiveChat is concerned.” (Yige Shao, Customer Acquisition Analyst, 2022)

“It make it easy to integrate with various channels and assign the agents in peak hours without any delay in response which improve the customer engagements and effectively increase productivity.” (Sukhpreet Kaur, Lead Digital Marketing, 2023)

“A further result of  LiveChat's vast integration capability, we are able to elevate a chat conversation with a customer or sales prospect to a voice or video call for efficient sales engagement.” (Serap Yilmaz, Senior Business Analyst, 2023) 

“It offers features such as chat transcripts, automated responses, and customer satisfaction surveys that can help you provide a better experience for your customers.” (John Khawaja, Founder, 2022)

“Through our use of Livechat, our method of dealing with customer inquiries via live chat has evolved, as the analyzes provided to us helped us with this, as it enabled us to see in detail what customers prefer.” (Carrie Magbanua, Group Senior Talent Acquisition Specialist, 2022)

Read more about LiveChat here.

Supportbench is an AI-powered customer service management tool that provides real-time insights into customer behavior. It offers IT and help desk features, including sentiment analysis, predictive customer effort score (CES), and first contact resolution detection. It also features a "create a response" function for swift customer engagement. Supportbench's omnichannel toolset facilitates customer service across all touchpoints. Moreover, the software integrates with tools such as Salesforce and Slack, and its customizable dashboards and reporting features help track performance metrics. It also offers a knowledge base for simplified support processes.

Commonly discussed topics by Supportbench reviewers

Based on our analysis of Supportbench reviews on GetApp, the most commonly discussed topics are:

• Effective customer support: 97.2% of users value AI-driven customer summaries and sentiment analysis that provide real-time insights into customer behavior. Despite minor drawbacks, users commend Supportbench for its comprehensive, customer-centric approach and its potential for further improvements.

• Enhanced team collaboration: 96.6% of users appreciate task customization, efficient case assignment, and effective team training capabilities of the tool. They also like that it facilitates inter-departmental connectivity, enabling teams to identify overlapping themes and focus on holistic improvements.

• Efficient ticket management: 94.4% of users say the tool helps manage and resolve support tickets. It centralizes tickets from various channels and assigns them to the right team members which has proven beneficial to the users.

Review excerpts from small business users who have used Supportbench for help desk:

“Supportbench’s AI-driven customer summaries offer rapid insights, and the "create a response" feature dramatically boosts our response efficiency.” (John Muriuki, Manager, 2023) 

“The AI-driven sentiment analysis is a game-changer, offering real-time insights into customer feelings. But the standout feature has been the AI Predictive CES, which offers a quick glance into customer's feedback on case resolutions, coupled with the AI First Contact Resolution detection.” (Ahmed Laribi, HR Manager, 2023)

“Since everything is integrated into one place with Supportbench, we have the added advantage of being able to customize the way we manage tasks, whether they are independent or in teams, which gives complete visibility to everyone, thus increasing satisfaction for each client.” (Nedys Muñoz Padilla, Managerial Secretariat, 2023)

“I love how Supportbench allows me to focus on all my other tasks, outside of problem solving. Since implementing Supportbench we’ve been able to connect all departments, allowing both our Sales and Marketing teams to see overlapping themes and focus on big picture improvements.” (Amanda LeBarron, Marketing Director, 2022)

“Because of the Supportbench SLA’s and knowledge base features there are customized prompts that give quick solutions to our team and to customers and prevents unnecessary tickets being opened.” (Pias Ali, Lead Analyst, 2023)

Read more about Supportbench here.

Tidio is a communication platform that offers live chat, chatbots, and social media integration, enabling businesses to simplify customer support and inquiries. It provides real-time notifications for incoming chats and visitor activity, enhancing user engagement. The software also allows for the creation of automated responses and canned responses, improving response efficiency. Tidio integrates with WordPress and other website builders, making it easy to deploy. It also offers a mobile app for on-the-go access. The platform includes analytical tools for understanding customer behavior and improving service processes. It also allows for customization to align with brand aesthetics.

Commonly discussed topics by Tidio reviewers

Based on our analysis of Tidio reviews on GetApp, the most commonly discussed topics are:

• Enhanced customer support: 87% of users like that the tool offers templatized responses for quicker client interaction. They also like that it records visitor history which aids in lead conversion, and integrates with social media for centralized customer communication.

• Versatile chat functionality: 79% of users say the tool integrates with social media channels and websites, including WordPress, enhancing customer interaction and support. Its live chat and chatbot features are also appreciated for their efficiency, speed, and customizability. However, some users expressed a desire for voice note functionality and increased chatbot limits.

• Affordable payment plans: 66.7% of users say the free plan of the tool is an excellent starting point for small businesses, with support for up to 100 unique visitors per month. The free trial version, which includes most premium features, is also appreciated.

Review excerpts from small business users who have used Tidio for help desk:

“Has good pricing and even better free seats for few users, I like the application as it provides notification for incoming chat, their new AI works perfectly well in creating auto responses basing on the knowledgebase” (Kara Komuhangi, Investment Executive, 2023) 

“Tidio has unique features like canned responses that help me respond to clients faster than normal, as well the live typing context also helps me realize the client's issue faster for quicker responses.” (Kenneth Omar, Communication Professional, 2023) 

“Tidio is an efficient and stable platform, it has analytical tools to understand the behavior of our customers and make constant improvements in our service processes, on the other hand, it integrates with third parties to increase the experience with customers and within our organization.” (Marianela Fernandez, Water Treatment and Environmental Management Consultant, 2023)

“First of all, it has a free plan which gives up to 100 unique visitors per month and is best suited for small business websites that are just started.” (Akash Narasimhamurthy, Software Developer Intern, 2022) 

“Thanks to tidio i was engaged with >100 clients since i implemented it although i believe if price was lower, i'd be more willing to subscribe in order to enjoy an extra premium feature.” (Miguel Ferreira, Marketing Manager, 2022)

Read more about Tidio here.

Help desk software includes the following core features: 

• Knowledge base management: Create, store, and organize informational articles and FAQs. This centralized database provides employees and customers quick access to solutions for common issues and questions, enhancing self-service capabilities and reducing support tickets.

• Ticket management: Receive, categorize, prioritize, and respond to support requests. Each request is logged as a ticket, which can be tracked and managed through its lifecycle, from initial receipt to resolution. 

All products listed in this report include the key features mentioned above. Besides these core features, help desk software commonly tends to offer:

• Activity dashboard

• Alerts and escalation

• Interaction tracking

• Macros and templated responses

• Multi-channel communication

• Task management

• Reporting and analytics

• Self-service portal

• Service Level Agreement (SLA) management

• Shared inbox

• Asset management

• Help center

• Project management

Here are some factors to consider while you look for the help desk software for small business:

• Assess the collaboration features. Team collaboration features such as internal notes, real-time chat, and task management enable communication, information sharing, and joint problem-solving among team members. With these features, the software facilitates easy collaboration, minimizes response times, and enhances overall customer service quality. 

• Evaluate the reporting capabilities. Reporting and analytics in help desk solutions help identify trends, track key performance indicators (KPIs), and pinpoint areas needing improvement. This enables you to make data-driven decisions, enhance customer satisfaction, and optimize resource allocation.

• Look for templatized response templates. Templatized response templates allow support teams to respond quickly and consistently to frequently asked questions and common issues. These pre-written replies ensure that communications are swift and maintain a standard of quality and accuracy, reflecting the company's voice and policies. Using templates can significantly reduce the time spent typing similar responses, increasing efficiency and allowing agents to handle more tickets.

Consider asking your vendor the following questions so that you find the best help desk software for small business:

• Does the tool help measure the customer support team's performance?

Most helpdesk software include reporting and analytics tools that track key customer service metrics, such as resolution time, first response time, resolution rate, and total conversations. The software you choose should also help generate, share, and download detailed reports, including resolved tickets, unresolved tickets, agent performance, support ticket volume, and audit reports. These features help you measure the level of customer satisfaction and the performance of your customer support team.

• Is there a self-service feature to scale customer support efforts?

Self-service features in helpdesk software include knowledge bases, FAQs, community forums, and chatbots. These tools enable customers to find answers to their questions or resolve issues independently, without requiring direct assistance from support agents. Thus, scaling customer support efforts by reducing the workload on support teams and improving customer access to information and solutions.

• Does this tool offer visual support tools?

Visual support tools, such as integrated screen sharing and video recording functionality, allow customers to share videos of the exact issue they are experiencing. They can also demonstrate the steps they have taken and show any error messages or unexpected behavior, providing a more detailed understanding of the problem at hand and improving issue diagnosis. Likewise, customer support agents can share videos with customers to help resolve issues.