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Help Desk Software


 
Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
Freshservice logo
 
Freshservice is a SaaS-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers multiple features which include a ticketing system, self-service portal and... Read More
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Freshservice is a SaaS-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers multiple features which include a ticketing system, self-service portal and... Read More
 
SysAid logo
 
With a rapidly increasing user base at more than 60,000 worldwide companies, SysAid’s help desk solution is easy to use and includes all of the features an IT department needs to effectively resolve technology-related support issues. ... Read More
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With a rapidly increasing user base at more than 60,000 worldwide companies, SysAid’s help desk solution is easy to use and includes all of the features an IT department needs to effectively resolve technology-related support issues. ... Read More
 
JIRA Service Desk logo
 
Jira Service Desk is an IT service management software solution that assists IT and service teams in incident management, problem management and change management. The solution offers both web-based and on-premise deployments. Jira... Read More
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Jira Service Desk is an IT service management software solution that assists IT and service teams in incident management, problem management and change management. The solution offers both web-based and on-premise deployments. Jira... Read More

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ScreenConnect logo
 
ScreenConnect is an application that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point between technicians and customers, enabling them to receive solutions without... Read More
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ScreenConnect is an application that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point between technicians and customers, enabling them to receive solutions without... Read More
 
Kaseya VSA logo
 
Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across multiple industry segments. It provides a central console for managing entire IT operations, including handling complaints,... Read More
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Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across multiple industry segments. It provides a central console for managing entire IT operations, including handling complaints,... Read More
 
XSellco Fusion logo
 
XSellco Fusion is help desk software for e-commerce sellers that supports multichannel marketplaces. It allows users to manage large volumes of customer support requests from their site alongside other online stores, such as Amazon,... Read More
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XSellco Fusion is help desk software for e-commerce sellers that supports multichannel marketplaces. It allows users to manage large volumes of customer support requests from their site alongside other online stores, such as Amazon,... Read More
 
TeamHeadquarters logo
 
TeamHeadquarters is a help desk management solution that offers small and midsize businesses a service desk, project management, resource management and scheduling functionalities within a suite. The software is available for deployment... Read More
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TeamHeadquarters is a help desk management solution that offers small and midsize businesses a service desk, project management, resource management and scheduling functionalities within a suite. The software is available for deployment... Read More
 
IncidentMonitor logo
 
IncidentMonitor™ is an Information Technology Service Management (ITSM) application to support IT, ITIL and any other business process. The service management framework offers free ITIL process templates plus an integrated workflow... Read More
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IncidentMonitor™ is an Information Technology Service Management (ITSM) application to support IT, ITIL and any other business process. The service management framework offers free ITIL process templates plus an integrated workflow... Read More

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Vision Helpdesk logo
 
Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. This software allows businesses to automate ticket workflow using rule-based criteria and centralize the recording... Read More
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Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. This software allows businesses to automate ticket workflow using rule-based criteria and centralize the recording... Read More
 
Helprace logo
 
Helprace is a cloud-based customer relationship management (CRM) solution targeting businesses looking to provide customer support. This product features a personalized help desk (HD) and user feedback portal. Helprace lets users... Read More
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Helprace is a cloud-based customer relationship management (CRM) solution targeting businesses looking to provide customer support. This product features a personalized help desk (HD) and user feedback portal. Helprace lets users... Read More
 
KronoDesk logo
 
KronoDesk is a cloud-based customer support solution that provides help desk ticketing, customer support forums and an online knowledge base in a single integrated suite. The solution can be deployed on-premise or hosted in the cloud... Read More
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KronoDesk is a cloud-based customer support solution that provides help desk ticketing, customer support forums and an online knowledge base in a single integrated suite. The solution can be deployed on-premise or hosted in the cloud... Read More
 
NetHelpDesk logo
 
NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More
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NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More
 
Zoho Desk logo
 
Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management... Read More
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Zoho Desk (formerly Zoho Support) is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management... Read More

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Web Tracks logo
 
Web Tracks is a help desk and IT management solution that runs on an Internet Information Services (IIS) server. It is suitable for small and midsize IT departments looking for a way to track IT assets and manage help desk requests. Web... Read More
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Web Tracks is a help desk and IT management solution that runs on an Internet Information Services (IIS) server. It is suitable for small and midsize IT departments looking for a way to track IT assets and manage help desk requests. Web... Read More
 
Agiloft logo
 
Agiloft can be deployed on-premise or through a hosted model. The modular suite of applications for business process management include knowledge management, customer service, field service, and help desk.
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Agiloft can be deployed on-premise or through a hosted model. The modular suite of applications for business process management include knowledge management, customer service, field service, and help desk.
 
Vizor Complete logo
 
Vizor provides a customizable IT asset management and web-based issue tracking system for delivering full IT management and support. Network devices are discovered and audited, then managed through identification, allocation and lifecycle... Read More
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Vizor provides a customizable IT asset management and web-based issue tracking system for delivering full IT management and support. Network devices are discovered and audited, then managed through identification, allocation and lifecycle... Read More
 
LiveChat logo
 
LiveChat Inc.’s platform was specifically designed from the ground up to provide and improve online customer service. It has all the expected core live chat functionality as well as a wide range of add-on modules, including some... Read More
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LiveChat Inc.’s platform was specifically designed from the ground up to provide and improve online customer service. It has all the expected core live chat functionality as well as a wide range of add-on modules, including some... Read More
 
PlanPlus Online logo
 
PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
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PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
 

FrontRunners for Help Desk Software, January 2017

Powered by Gartner Methodology

What Is the FrontRunners Quadrant?

A Graphic of the Top-Performing Help Desk and ITSM Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 460 help desk and service desk products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?

Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
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  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
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  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
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  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 4.0 for both capability and value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, if your help desk requires a small number of very specific applications, then you might begin your search in the Pacesetters section. On the other hand, if you’re looking for a more well-rounded system then the Leaders in the top right would be a good place to start.

You can download the full FrontRunners for Help Desk report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?

Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 10 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, all help desk platforms need to be designed to manage IT services and devices, and offer some form of ticketing functionality.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?

Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?

Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.

Runners Up

Providers listed as Runners Up were eligible for inclusion in the FrontRunners quadrant, including having 10+ product reviews, but their value or capability axis score was not high enough for positioning on the FrontRunners quadrant.


Note: We discovered and corrected a data error that impacted one vendor on the FrontRunners for Help Desk, TeamSupport. As a result, on October 21 an updated quadrant was published. There were no other material changes to the other products on the FrontRunners for Help Desk quadrant.

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: June 14, 2017


Help desk software solutions vary in functionality, pricing and underlying technology. We’ve created this buyer’s guide to assist potential purchasers in determining which help desk software best fits their needs. Here’s what we’ll cover:

What Is Help Desk Software
Common Features of Help Desk Software
Why Do I Need Help Desk Software?
Benefits of Help Desk Software
Market Trends to Understand
The Vendor Landscape
Recent Events You Should Know About

What Is Help Desk Software?

Traditionally, the term “help desk” has generated some confusion since it can refer to two different types of support organizations: teams that serve external customers (consumers or businesses that have purchased goods or services from your company), and teams that serve internal customers (employees).

We describe these two use cases in greater detail later in the “Help Desk Software Landscape” section of this guide. But in either instance, help desk management software stores customer information in a searchable database, tracks interactions and automates the issue resolution process using an issue tracking system. This core functionality increases efficiency and organization.

When someone contacts the service desk by phone, Web form, email or other means, the system creates an electronic trouble ticket. Technicians or customer service representatives (CSRs) record details about the incident or problem, or review what the customer has entered if submitted using a self-service tool. The responder marks it as resolved once the issue is handled, or escalates the issue to a specialist or executive if needed.

Tickets are associated with customer profiles, which include the customer’s contact information and potentially purchase history or assets. This allows agents to see a customer’s entire interaction history.

Freshdesk_Ticketing_Dashboard

Example of a dashboard from Freshdesk

With some systems, the handling process can be standardized with workflow rules and canned responses. As an agent completes one task, they might choose a follow-up step from a dropdown menu and set a due date. This way nothing falls through the cracks and agents stay efficient and on track.

Some systems allow users to link incidents by issue type, so responders can refer back to a resolved issue when they encounter a similar problem.

Zendesk-Linking-Incidents

Example of incident linking from Zendesk

Common Features of Help Desk Software

In addition to this core functionality, the best help desk support software vendors might offer some or all of the following differentiating capabilities.

Knowledge management system This describes a repository of descriptions to common or previously resolved problems. These resources might be available publicly via a customer self-service website, or reserved for internal use by CSRs and technicians. Most knowledge bases incorporate advanced search technologies to help users find the the right answer. Some may autosuggest queries or articles as the user types.
Self-service Customers use these online portals to search for solutions to their problems. Self-service resources can include product documentation, downloadable patches, searchable FAQs, how-to pages or forums and other types of user communities. If the customer can’t find a solution, self-service tools often let them submit issues online.
IT asset management systems/network management Asset management tools inventory and track changes to hardware and software configurations, while network monitoring tools oversee the health of servers and other network components. These functions are sometimes offered through integrations with IT service management (ITSM) tools.
Reporting Management uses reporting tools to monitor overall service desk performance and agent productivity. Performance metrics frequently include total open issues; issue resolutions by date, shift or agent; average time to resolution; customer satisfaction and more.
Mobile support Many vendors offer a mobile Web or mobile application version of their solution. Agents use these tools to manage tickets, record customer data, access the knowledge base, view reports and perform other issue resolution activities from their smartphone or tablet.
Service Level Agreement (SLA) management SLAs guarantee to customers that issues of a certain type will be addressed or resolved within a certain time frame, among other service guarantees. These features allow users to set prioritization triggers, automatic escalations and other custom rules to ensure applicable issues are handled in compliance with an SLA.
Remote control This module allows technicians to access and control a customer’s computer from a remote location, facilitating remote diagnosis and resolution with minimal customer involvement.

Why Do I Need Help Desk Software?

Imagine an employee clicks on a Malware-infected link in an email. The virus attacks their computer and systematically copies and erases all their files. But it gets worse.

That email was sent to everyone in the company. While IT scrambles to take calls, employees continue to open infected emails, sensitive company data is exposed and work time is lost while employees wait for help. Without the right software—or an army of IT staffers—this problem could take a millennium to untangle.

Instead, the IT responder could create a digital trouble ticket when the first call came in. As he or she figured out the solution or escalated it to the appropriate team, they could record that information in the knowledge base. Then for every subsequent call, the service desk would have the answer ready and waiting to respond with a template email.

At the same time, the help desk could post that information in a self-service forum or employee-accessible knowledge base to cut down on calls and service requests. Once the problem was solved, management could use analytics to evaluate the response time and process to make improvements in the event of another Malware incident.

As this example demonstrates, help desk software allows companies to quickly address IT crises. At the same time, organizations gain efficiency in ongoing IT management duties. This includes savings through automation, workflow tools and self service. Many systems will integrate best practices from the ITIL (IT Infrastructure Library), which is a globally recognized set of guidelines for the IT Service Management industry.

Properly implemented, help desk systems can improve operations in five primary ways:

  • Minimize employee work lags from unsolved tech issues;

  • Automate issue triaging, escalation and prioritization;

  • Reduce manpower costs through self-service;

  • Identify and address recurring issues and,

  • Provide transparency into every service request from creation to resolution.

Benefits of Help Desk Software

Better problem tracking and organization. Help desk systems increase organization by providing a single repository for agents to enter, track and resolve cases. This prevents issues from falling through the cracks. Users also increase efficiency with workflow rules that standardize business processes.

Reduced service costs. These systems automate processes so agents can handle issues faster and process more per day. This increased productivity can reduce the number of agents needed. Reporting also enables managers to identify and address drops in productivity, so they don’t continue to impact performance.

Increased customer satisfaction. Whether internal or external, customers who have their issues resolved quickly are naturally more satisfied. For incidents that require more time to resolve, customers are still more satisfied having their issue acknowledged immediately and escalated efficiently.

Improved knowledge sharing. This technology documents successful resolutions and makes them searchable, so agents can quickly recall and reuse past solutions to a recurring issue. In some cases, solutions can be automatically entered into a knowledge base to facilitate customer self-service.

Market Trends to Understand

It’s important to keep the following industry trends in mind when conducting your help desk software comparison.

Social media integration is becoming a help desk software mainstay. A recent NMincite report found that as many as 47 percent of all social media users (59 percent for those 18-24 years old) have sent customer service requests through Facebook, Twitter and other social channels. As a result, companies need tools for processing these issues just as they would tickets from any other channel. Vendors such as Desk.com and Zendesk now integrate with social to automatically prioritize and route such requests.

Gamification is increasingly used as a motivational tool. IT and customer service jobs are among the most difficult positions to keep filled. Some companies have turned to gamification as a method for maintaining service desk employee engagement. Companies such as Badgeville integrate with trouble ticket technology to reward agent productivity with redeemable points and other rewards. Workers gain a sense of accomplishment as they see scores improve and move higher on leaderboards.

Help_Desk_Gammification_Leadboard

A sketch of what a help desk leaderboard might include

The Vendor Landscape

This technology can vary depending on whether they serve internal or external customers. Some products serve both.

Internal. This kind of IT support software typically serves employees, or “internal customers.” Most internal help desks serve the information technology (IT) needs of employees, but other examples exist, such as an internal human resources service desk for questions about employee benefits. Buyers of internal software for technical support often require integrations with ITSM tools such as Panorama9, Samanage IT Asset Management or Innotas if IT asset and network management features aren’t included in their help desk software package.

Popular vendors in this category include Zendesk, Spiceworks, ManageEngine, PhaseWare, Kaseya, SysAid and BMC Track-It.

External. This kind of service desk software serves consumers or businesses that have purchased products or services from the company providing the support. These desks could address IT problems or more general customer service issues. Because of the diversity of companies, customers and industries that have external service desks, buyers of this technology might require the ability to integrate with call center software, marketing automation and sales force automation systems.

Popular vendors in this category include Zendesk, PhaseWare, Kayako, Desk.com, TeamSupport and Freshdesk.

Recent Events You Should Know About

LiveWorld launches chatbots for Facebook Messenger. LiveWorld’s newly launched tool helps brands manage chats with customers on Facebook, and can seamlessly and intelligently transfer chatbot-initiated chats to live agents.

Freshdesk Acquires Pipemonk, expands options for integration. Customer service, engagement and help desk provider Freshdesk acquired Pipemonk in January 2017. Through this acquisition, Freshdesk will offer Pipemonk’s software as a service (SaaS) integration applications, paving the way for easier third-party integrations into the Freshdesk service platform.

Zoho releases context-aware help desk solution Zoho Desk. In November 2016, Zoho launched a new support solution Zoho Desk that intelligently collects and presents data from previous customer interactions, giving frontline support staff important contextual and historical insight.

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