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Help Desk Software


 
Zoho Desk logo
 
Zoho Desk 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 and report creation. Zoho... Read More
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Zoho Desk 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 and report creation. Zoho... Read More
 
Freshservice logo
 
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read More
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Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read More
 
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
 
ConnectWise logo
 
ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
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ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
 
SysAid logo
 
SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read More
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SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read More

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ManageEngine ServiceDesk Plus logo
 
ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
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ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
 
Salesforce.com logo
 
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that include... Read More
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The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that include... Read More
 
Salesforce.com Service Cloud logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
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Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
 
InvGate Service Desk logo
 
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read More
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InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read More
 
Help Scout logo
 
Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More
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Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal... Read More

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MSP Anywhere logo
 
MSP Anywhere is a cloud-based help desk solution for for small to midsize Managed Service Providers (MSPs) and IT service providers. Key features include live chat, file transfers, session recordings, user management and queuing. It... Read More
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MSP Anywhere is a cloud-based help desk solution for for small to midsize Managed Service Providers (MSPs) and IT service providers. Key features include live chat, file transfers, session recordings, user management and queuing. It... Read More
 
JIRA Service Desk logo
 
Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read More
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Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read More
 
Cayzu logo
 
Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The software... Read More
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Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The software... Read More
 
Dixa logo
 
Dixa is a cloud-based customer service help desk that allows agents to deliver support on phone, email and chat. Built for inbound call centers, contact centers and small businesses, users can access the platform from anywhere in their... Read More
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Dixa is a cloud-based customer service help desk that allows agents to deliver support on phone, email and chat. Built for inbound call centers, contact centers and small businesses, users can access the platform from anywhere in their... Read More
 
LiveAgent logo
 
LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More
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LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all... Read More

Call us for a free FastStart Consultation: (844) 852-3639


 
everything HelpDesk logo
 
everything HelpDesk is a help desk solution that helps users manage incidental requests, tracking issues and reports. Key features include multi-departmental desk support, dashboards, email and calendar integration. everything HelpDesk’s... Read More
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everything HelpDesk is a help desk solution that helps users manage incidental requests, tracking issues and reports. Key features include multi-departmental desk support, dashboards, email and calendar integration. everything HelpDesk’s... Read More
 
Wrike logo
 
Wrike is a cloud-based project management platform for teams of 20+ and is suitable for both enterprise and SMB. It comes with Gantt charts, calendars, workload view for resource management, custom dashboards and real-time updates.... Read More
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Wrike is a cloud-based project management platform for teams of 20+ and is suitable for both enterprise and SMB. It comes with Gantt charts, calendars, workload view for resource management, custom dashboards and real-time updates.... Read More
 
Cloud Service Management logo
 
Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management, and Knowledge Management. Cloud Service Management is used in a variety... Read More
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Cloud Service Management, by ServiceAide, is a cloud-based IT service management tool offering support in 9 ITIL processes including Help Desk, IT Asset Management, and Knowledge Management. Cloud Service Management is used in a variety... 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
 
SeamlessDesk logo
 
SeamlessDesk is a cloud-based help desk solution that lets customers create tickets to address issues. Key features include time tracking, ticket management and agent inbox management. SeamlessDesk’s ticket submission form helps... Read More
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SeamlessDesk is a cloud-based help desk solution that lets customers create tickets to address issues. Key features include time tracking, ticket management and agent inbox management. SeamlessDesk’s ticket submission form helps... Read More
 

FrontRunners® for IT Help Desk Software, July 2018

Powered by Gartner Methodology

FrontRunners Vendors Defined

Take this short survey so we can help you identify the products that best fit your needs.


What Is the FrontRunners Quadrant?


A Graphic of the Top-Rated IT Help Desk Products

FrontRunners uses real reviews from real software users to highlight the top software products for North American small businesses.

Our goal is to help small businesses to make more informed decisions about what software is right for them. That’s why we engineered FrontRunners.

To create this report, we evaluated over 99 IT Help Desk products. Only those with the top scores for Usability and User Recommended made the cut as FrontRunners.

FrontRunners-Vendor-Collateral

Scores are based on reviews from real software users.

What’s the Difference Between the “Small Vendor” and “Enterprise Vendor” Views?


The Different Graphics Show Different Sizes of Vendors

Small and Enterprise refer to the size of the software vendor company—not necessarily the size of customers they serve.

We break vendors into two groups for two reasons: It’s a more equal comparison of products, and software buyers have told us it’s helpful.

To determine who’s Small and who’s Enterprise, we look at how many employees the vendors have. All products in FrontRunners, whether Enterprise or Small, are evaluated using the same process.

Each graphic shows the top 10-15 performers for each the Enterprise and Small vendor categories. You can switch views simply by clicking on the version you’d like to see (above the graphic). You can read more in the full FrontRunners methodology here.

How Are FrontRunners Products Selected?


Products Are Scored Based on User Reviews


The gist is that products are scored in two areas—Usability and User Recommended—based on actual user ratings.

To be considered at all, products must have at least 20 reviews published within the previous 18 months, and meet minimum user rating scores. They also have to offer a core set of functionality—for example, issue tracking, knowledge base functionality and internal communication tools.

From there, user reviews dictate the Usability and User Recommended scores. Usability is plotted on the x-axis and User Recommended on the y-axis.

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

Got It. But What if I Have More Questions?


Check Out Our Additional Resources!

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 by calling (844) 687-6771—it’s quick, free, and there’s no obligation.

For more information about FrontRunners, check out the following:

  • The “FrontRunners FAQs for Technology Providers,” linked at the top of this page, for detailed answers to commonly-asked questions. 
  •  
  • The complete FrontRunners methodology to understand the scoring.
  •  
  • For information on how to reference FrontRunners, check out the FrontRunners External Usage Guidelines. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use: 

FrontRunners constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Software Advice or its affiliates.

Runners Up

Providers listed as Runners Up were considered for inclusion in the quadrant, but were ultimately not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

Agiloft
Aihelp
Alcea | HelpDesk
Alloy Navigator
Amdocs Customer Management
assyst
Basic Online CRM
C-Desk
C2 ATOM
CallTaker
ChangeGear
Cherwell Service Management
CustomerWise
DeskCenter Management Suite
Deskero
DeskPRO
devContact
DiamanteDesk
Dixa
EasyVista
elevio
eStreamDesk
EvantoDesk
everything HelpDesk
Faveo Helpdesk
Focus Desk
Footprints
Freshdesk
Freshservice
Gemini by Countersoft
Giva eHelpDesk
Gorgias
Help Desk Management
HelpCrunch
Helpdesk Office
HelpDeskAdvanced
HelpdeskEddy
Helprace
Helpshift
HelpSpot
Helpy
HPE Service Manager
iHelpdesk
InvGate Service Desk
iSupport
ITRP
ITsDone Help Desk
Ivanti
Ivinex CRM
JitBit Help Desk
Kapture CRM
Kaseya VSA
Kayako
Koho Service Desk
livepro
LiveZilla
ManageEngine SupportCenter Plus
MSM
NABD System
Nanorep
NetHelpDesk
ngDesk
OMNITRACKER
OrangeCRM
osTicket
OTRS
PagerDuty
PeopleSoft Enterprise HelpDesk
Polar HelpDesk
PROMYS
Re:Desk
Reamaze
RELAY
Remedy 9
Requestor
Richpanel Customer Data Platform
SapphireIMS
Seamless Desk
ServiceWise
SMART Service Desk
SmarterTrack
Spoke
Sugester
SupportBee
Supportbench
SureHelp
SutiDesk
Symantec ServiceDesk
TeamHeadquarters
Tele-Support HelpDesk
Think Help Desk
TOPdesk
Track-It!
Trakdesk
UVdesk
Vision Helpdesk
Web Tracks
Wix Answers

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 ,


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 support 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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