# Best Online Help Desk Software - 2026 Reviews & Pricing

> Find the best Online Help Desk Software for your organization. Compare top Online Help Desk Software systems with customer reviews, pricing, and free demos.

Source: https://www.softwareadvice.com/category/3529-online-help-desk

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# Best Online Help Desk Software of 2026

Updated June 23, 2026

On this page

1.  Popular Comparisons
2.  Buyers Guide

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256 results

### Compare Products

Showing 1 - 25 of 256 products

#### Company Size

-   Self-Employed
    
-   2-10
    
-   11-50
    
-   51-200
    
-   201-500
    
-   501-1000
    
-   1000+
    

#### Pricing Options

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**Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.  
  
**Reviews**: Sorts listings by the number of user reviews we have published, greatest to least.  
  
**Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest.  
  
**Alphabetically (A-Z)**: Sorts listings by product name from A to Z.

[Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/)

4.54

[(733)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/)

Best for:Mid-size businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

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 knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely. Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness. Freshservice also offers a gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone.... [Read more](https://www.softwareadvice.com/help-desk/freshservice-profile/)

### What users love

-   Flexible and automated ticket workflows
-   Reliable support and service delivery
-   Intuitive and clean user experience

### To take in mind

-   Tiered pricing and feature restrictions
-   Limited and inflexible reporting tools

### Best rated features:

Drag & Drop

5.0

Investigation Management

5.0

Live Chat

5.0

CRM

5.0

[See all features](https://www.softwareadvice.com/help-desk/freshservice-profile/#key-features)

### Starter

$19.00/month

Up to 1 Agent

### Growth

$49.00/month

Up to 1 Agent

### Pro

$99.00/month

Up to 1 Agent

[See full pricing details](https://www.softwareadvice.com/help-desk/freshservice-profile/#pricing-and-plans)

[NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/)

4.74

[(293)](https://www.softwareadvice.com/remote-support/ninjarmm-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. ​ The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience to work faster, smarter, and easier while IT teams modernize and improve efficiency. NinjaOne is a Leader in the Gartner Magic Quadrant for Endpoint Management Tools. The company is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. ​ NinjaOne adheres to enterprise-grade security standards, including FedRAMP Moderate Rev 5 authorization, SOC 2 certification, ISO 27001 compliance, and GovRAMP certification. The platform operates from a centralized console, enabling IT teams to manage devices, secure endpoints, and automate workflows. Additional features include documentation tools, script automation, and a developer API for customization and extended functionality.... [Read more](https://www.softwareadvice.com/remote-support/ninjarmm-profile/)

### Best rated features:

Uptime Reporting

5.0

Approval Process Control

5.0

Patch Testing

5.0

Session Recording

5.0

[See all features](https://www.softwareadvice.com/remote-support/ninjarmm-profile/#key-features)

### Plan

Custom

Pricing available upon request

[See full pricing details](https://www.softwareadvice.com/remote-support/ninjarmm-profile/#pricing-and-plans)

[Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/)

4.41

[(4081)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/)

Best for:Enterprise businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/)

### What users love

-   Centralized multichannel support experience
-   Robust and flexible ticketing system
-   Intuitive and user-friendly interface

### To take in mind

-   Escalating costs and restrictive tiers
-   Email handling and notification issues
-   Limited and complex reporting tools

### Best rated features:

Predictive Dialer

5.0

Batch Communications

5.0

Tagging

5.0

Online Forums

5.0

### Worst rated features:

Widgets

2.7

Account Alerts

3.0

Interactive Content

3.0

[See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features)

### Suite Team

$55.00/month

### Suite Growth

$89.00/month

### Suite Professional

$115.00/month

[See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans)

[SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/)

4.54

[(520)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

SysAid is an IT service management (ITSM) platform that helps organizations automate workflows and optimize IT service delivery. The platform caters to a variety of industries, including education, healthcare, manufacturing and managed service providers. It provides a suite of AI-powered capabilities to streamline operations and enhance productivity. The platform includes features such as the AI Agent Builder, SysAid Copilot and AI Chatbot via Microsoft Teams. These enable organizations to automate tasks like ticket categorization, routing, and generating case summaries with sentiment analysis. Additionally, the asset management capabilities allow users to view, secure and manage assets directly from the service desk.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/)

### What users love

-   Responsive and helpful support team
-   Streamlined ticket handling workflows
-   Flexible platform personalization options

### To take in mind

-   Challenging and limited reporting tools

### Best rated features:

Multi-Channel Communication

5.0

Email Alerts

5.0

Supplier Management

5.0

Maintenance Management

5.0

### Worst rated features:

SSL Security

1.0

[See all features](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#key-features)

### Professional

$89.00/month

AI-native service management with unlimited Agentic AI. No usage caps, no approval workflows, no surprise invoices.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans)

### Enterprise

Custom

Pricing available upon request

Everything you get in Professional, plus the extra flexibility, customization, and testing capabilities, built for the most demanding IT teams.... [Read more](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/#pricing-and-plans)

[ChangeGear](https://www.softwareadvice.com/it-service/changegear-profile/)

4.03

[(51)](https://www.softwareadvice.com/it-service/changegear-profile/reviews/)

### Pricing availability

Free trial: Not available

Free version: Not available

Software Advice Summary

ChangeGear is a premier IT Service Management solution. ChangeGear delivers a comprehensive platform for enterprise with innovative IT Service Management capabilities, ITIL-based modules, the award-winning AI & Machine Learning platform, personalized end-user self-service, cost-effective licensing, and more. ?The system gives users everything they require to easily build, configure, automate, and deploy services enterprise-wide. Additionally, ChangeGear takes the complexity out of IT and provides smarter tools, processes, and automation for delivering remarkably efficient IT service management. ChangeGear is available in both on-premise and cloud deployment for users’ convenience.... [Read more](https://www.softwareadvice.com/it-service/changegear-profile/)

### Best rated features:

Single Sign On

5.0

Ticket Management

5.0

Email Management

5.0

IT Reporting

5.0

### Worst rated features:

Project Management

3.0

Support Ticket Tracking

4.0

Knowledge Base Management

4.0

Issue Auditing

4.0

[See all features](https://www.softwareadvice.com/it-service/changegear-profile/#key-features)

[HelpCrunch](https://www.softwareadvice.com/crm/helpcrunch-profile/)

4.78

[(195)](https://www.softwareadvice.com/crm/helpcrunch-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers. HelpCrunch is suitable for SaaS, e-commerce and any other type of online business. Live chat works as a visitor engagement, lead acquisition and support tool. The feature enables companies to reply to customer queries instantly or later in the same thread, even after the customer has disconnected. An in-app messenger can be integrated with a website or application to engage with customers. Chatbot helps companies automate routine tasks and jumpstart their lead generation activities. Email marketing automation enables users to send email follow-ups right from the chat, launch one-time emails or create event-triggered automated email sequences for onboarding or marketing campaigns. The help desk module can organize all customer communication, prioritize actions, distribute tasks and manage each customer case. Pricing is tiered, based on the number of agents and emails.... [Read more](https://www.softwareadvice.com/crm/helpcrunch-profile/)

### Best rated features:

Real-Time Monitoring

5.0

Surveys & Feedback

5.0

Customer Database

5.0

Catalog Management

5.0

### Worst rated features:

Canned Responses

3.0

Third-Party Integrations

3.0

Call Center Management

4.0

Social Media Integration

4.0

[See all features](https://www.softwareadvice.com/crm/helpcrunch-profile/#key-features)

### Basic

$15.00/month

Total pricing depends on the number of team members and emails.

### Pro

$25.00/month

Total pricing depends on the number of team members and emails.

### Enterprise

Custom

Pricing available upon request

Contact for pricing details

[See full pricing details](https://www.softwareadvice.com/crm/helpcrunch-profile/#pricing-and-plans)

[Document360](https://www.softwareadvice.com/crm/document360-profile/)

4.66

[(292)](https://www.softwareadvice.com/crm/document360-profile/reviews/)

Best for:Knowledge Base Management

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Document360 is an AI-powered knowledge base platform built for enterprises that need secure, scalable documentation. It centralizes your organization’s knowledge into one unified workspace whether you’re building public help centres, private internal wikis, SOPs, user manuals, API documentation or product playbooks. Who It’s For: By Role: Customer support teams deflect tickets, technical writers publish faster, product managers align teams and engineers document APIs and workflows effortlessly. By Industry: SaaS, IT & consulting, finance, healthcare, education, and manufacturing Key Capabilities: AI Writing Agent: Instantly turn text, video, or prompts into structured, ready-to-publish documentation. AI Search: ChatGPT-style assistant that delivers precise, context-aware answers from your docs. SEO Automation: Auto-generate titles, tags and glossaries to improve content discoverability. Powerful Editors: Markdown for speed and WYSIWYG for rich visuals both with real-time previews and drag-and-drop media. Step-by-Step Guides: Auto-capture on-screen actions to create interactive guides; edit steps and customize highlights in seconds. Category Manager: Organize and restructure content effortlessly with drag-and-drop control. Interactive Demos & Video: Record screens, add videos and embed guided walkthroughs directly into articles. Custom Workflows: Set review stages, owners and deadlines to fit your documentation process. Pro Analytics: Measure performance, engagement, search trends, feedback and ticket deflection. Brand Customization: Tailor portal design, layout and color themes to your brand. Security: SOC 2 and GDPR-aligned with SSO, JWT, SAML and IP restriction Localization: Supports 50+ languages... [Read more](https://www.softwareadvice.com/crm/document360-profile/)

### What users love

-   Responsive and proactive support team
-   User-friendly and accessible interface
-   Robust and intuitive knowledge base

### To take in mind

-   Occasional slowdowns with large content

### Best rated features:

Customizable Templates

5.0

Activity Tracking

5.0

Social Media Integration

5.0

Documentation Management

4.8

### Worst rated features:

API

3.5

Version Control

4.0

Widgets

4.0

[See all features](https://www.softwareadvice.com/crm/document360-profile/#key-features)

### Professional

Custom

Pricing available upon request

Built for growing teams to scale documentation efficiently.

### Business

Custom

Pricing available upon request

Advanced features and tracking controls for mid-sized teams.

### Enterprise

Custom

Pricing available upon request

Custom AI solutions for enterprises with high-scale and high-security needs.

[See full pricing details](https://www.softwareadvice.com/crm/document360-profile/#pricing-and-plans)

[Hector](https://www.softwareadvice.com/help-desk/hector-profile/)

4.67

[(6)](https://www.softwareadvice.com/help-desk/hector-profile/)

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Looking for an easier way to keep track of your equipment, software, and inventory? Hector is a cloud-based asset inventory management solution built for small and midsize organizations that want more control and less hassle. Whether you work in IT, education, construction, or real estate, Hector helps you manage the full asset lifecycle — from purchase to maintenance — all in one place. With Hector, you can: - Track IT equipment, tools, and shared resources with barcode scanning - Stay on top of loans, rentals, warranties, and depreciation automatically - Get real-time updates on repairs, replacements, and upcoming maintenance - Simplify permissions and keep data secure with role-based access and SSO - Receive smart reports and recommendations to save money and plan ahead Instead of juggling spreadsheets or losing track of who borrowed what, Hector makes asset tracking simple, accurate, and cost-effective. Plus, you only pay for the assets you register — no wasted budget. Ready to save time, cut costs, and make asset management stress-free? Discover how Hector can help your team today.... [Read more](https://www.softwareadvice.com/help-desk/hector-profile/)

### Best rated features:

Asset Tracking

5.0

Depreciation Management

5.0

Inventory Tracking

5.0

Customizable Fields

5.0

### Worst rated features:

Inventory Management

2.0

Compliance Management

3.0

[See all features](https://www.softwareadvice.com/help-desk/hector-profile/#key-features)

### Shield

$48.99/month

For essential management.

### Armor

$82.99/month

For collaborative management. Includes everything in the Shield Plan, plus:

### Castle

$173.99/month

A personalized experience catered to your needs. Includes everything in the Armor plan, plus:

[See full pricing details](https://www.softwareadvice.com/help-desk/hector-profile/#pricing-and-plans)

[Atera](https://www.softwareadvice.com/help-desk/atera-profile/)

4.54

[(449)](https://www.softwareadvice.com/help-desk/atera-profile/reviews/)

Best for:Ease of use

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Atera is an agentic AI platform that assists with IT management, ticketing, and more. It offers IT teams and MSPs a digital workforce of AI agents to preemptively and autonomously manage their entire IT operations. It combines RMM, helpdesk, ticketing, and automation to optimize downtime, improve SLAs, and more. Introducing Robin, an autonomous IT solution, that cuts 40% of your IT workload, supports users 24/7, and acts like a personal AI technician.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/)

### What users love

-   Comprehensive remote management tools
-   Responsive and helpful support team
-   Robust and evolving feature set

### To take in mind

-   Cost concerns for smaller teams
-   Occasional slowness and lag issues

### Best rated features:

Service Request Management

5.0

Configuration Management

5.0

Network Resource Management

5.0

Network Security

5.0

### Worst rated features:

Chat/Messaging

2.0

Reporting & Statistics

3.0

[See all features](https://www.softwareadvice.com/help-desk/atera-profile/#key-features)

### Pro

$129.00/month

The Pro Plan includes basic features and integrations like remote management, monitoring and alerts and patch management.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans)

### Growth

$179.00/month

The Growth Plan includes all Pro features with additional features such as Mac agent, Chat and further integrations. Users are also provided with a free trial.... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans)

### Power

$209.00/month

All the power of Growth, and: - Custom analytics - Custom support addresses (unlimited) - Custom asset types (up to 20) - File transfer (up to 50GB per month) - Audit log - 1 year retention - Data recovery - Eligible for Copilot (paid add-on)... [Read more](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/help-desk/atera-profile/#pricing-and-plans)

[Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/)

4.46

[(824)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/)

Best for:Mid-size businesses

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/)

### What users love

-   Centralized and efficient support
-   Flexible integration capabilities
-   Comprehensive sales tracking tools

### To take in mind

-   Outdated and complex interface
-   Steep learning curve for users
-   Expensive for small businesses

### Best rated features:

Job Management

5.0

File Sharing

5.0

Catalog Management

5.0

Issue Tracking

5.0

### Worst rated features:

Inspection Management

2.0

AI Copilot

2.0

[See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features)

### Free Suite

Custom

Pricing available upon request

Upto 2 users

### Starter Suite

$25.00/month

### Pro Suite

$100.00/month

[See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans)

[Supportbench](https://www.softwareadvice.com/help-desk/supportbench-profile/)

4.87

[(116)](https://www.softwareadvice.com/help-desk/supportbench-profile/reviews/)

Best for:Customer support

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

The AI-Powered Helpdesk for Modern B2B Teams Supportbench is the most complete helpdesk platform built specifically for B2B support and success teams. Designed for high-touch customer relationships, we embed AI throughout your workflow to automate the manual, reduce costs, and empower your agents with real-time intelligence. No IT team required. Top Benefits: Reduce support costs by automating repetitive work Improve resolution times with AI-powered case context and suggestions Increase agent productivity with an AI Copilot that guides every reply Get faster time to value—Supportbench is easy to configure and launch Gain visibility into KPIs and customer health with built-in analytics Key AI Features: AI QA Bot that answers questions or raises tickets automatically AI Copilot that suggests the next best response based on history and KB Automatic case summaries when tickets are opened or closed Turn cases into knowledge base articles instantly Predictive CSAT and CES scores without needing survey responses Auto-tagging, auto-prioritization, and issue classification via AI Powerful Enterprise Functionality: Dynamic SLAs that adapt based on customer and case context Native Salesforce synchronization to show licensing and contract data Secure, branded customer portal with full customization Rich email editor that supports inline images and formatting Escalation management with notes, stages, and auto-escalation rules Internal and external knowledge bases for both agents and customers Built for B2B Teams That: Need to manage complex or high-value accounts Want fewer support escalations and better visibility Prefer a platform that doesn't require constant IT involvement Are scaling fast and need a modern, all-in-one solution Supportbench is the #1-rated B2B helpdesk on G2, Capterra, and Software Advice with a 4.9/5 average rating. It’s the helpdesk that helps you do more—with less.... [Read more](https://www.softwareadvice.com/help-desk/supportbench-profile/)

### Best rated features:

Real-Time Chat

5.0

Customer History

5.0

Real-Time Analytics

5.0

Interaction Tracking

5.0

### Worst rated features:

Monitoring

3.0

CRM

3.8

Reporting & Statistics

4.0

[See all features](https://www.softwareadvice.com/help-desk/supportbench-profile/#key-features)

### Supportbench

$32.00/month

Pricing starting at $32 USD a month per agent all modules included including ticketing, knowledge base, AI, and Chat. Special discounts for Startups and Non-Profits available as well.... [Read more](https://www.softwareadvice.com/help-desk/supportbench-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/help-desk/supportbench-profile/#pricing-and-plans)

[Guru](https://www.softwareadvice.com/help-desk/guru-profile/)

4.85

[(639)](https://www.softwareadvice.com/help-desk/guru-profile/reviews/)

Best for:Enterprise businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Guru is the AI Source of Truth that unifies your company’s data and delivers cited, permission-aware answers, chat, and research directly in the tools you already use. Connect document repositories, chat tools, CRMs, and project systems to make trusted knowledge instantly accessible in Slack, Teams, and your browser. Every answer is cited and inherits existing permissions for compliance and confidence. Guru continuously improves by identifying missing or outdated content, verifying updates once, and propagating the right information everywhere automatically. The result: a single, governed knowledge layer that connects everything your company knows, makes it accessible everywhere, and keeps it accurate—automatically.... [Read more](https://www.softwareadvice.com/help-desk/guru-profile/)

### What users love

-   Robust and efficient search tools
-   Intuitive and user-friendly design
-   Centralized and editable knowledge base

### To take in mind

-   Card management and usability issues

### Best rated features:

Activity/News Feed

5.0

Employee Onboarding

5.0

Scheduled Messaging

5.0

Newsletter Management

5.0

### Worst rated features:

Generative AI

1.0

[See all features](https://www.softwareadvice.com/help-desk/guru-profile/#key-features)

### AI Source of Truth Platform

Custom

Pricing available upon request

Guru is an enterprise AI knowledge platform that connects your company’s data, keeps knowledge accurate automatically, and delivers trusted, permission-aware answers across every app and AI tool. Each deployment is tailored to your organization’s scale, knowledge complexity, and AI maturity—so you get value quickly without rebuilding your stack.... [Read more](https://www.softwareadvice.com/help-desk/guru-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/help-desk/guru-profile/#pricing-and-plans)

[Zoho Assist](https://www.softwareadvice.com/help-desk/zoho-assist-profile/)

4.73

[(1430)](https://www.softwareadvice.com/help-desk/zoho-assist-profile/reviews/)

Best for:Features

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Zoho Assist is a cloud-based remote support software designed for organizations of all sizes. The solution allows IT technicians to remotely support customers all across the globe. Key features of Zoho Assist include file transfer, concurrent sessions, remote print, chat, multi-monitor navigation, computer grouping, group-based access to technicians, robust security, user management and many others. With multiple methods to initiate a session and no installation required at the technician's end, connecting to a remote desktop is pretty simple in Zoho Assist. Zoho Assist offers you cross-platform remote support by allowing you to work on a remote desktop right from your browser. Rebranding options in Zoho Assist helps you to use your company's name, favicon, logo and a customized user portal. Zoho Assist has a forever-free plan as well as paid plans on a monthly subscription basis.... [Read more](https://www.softwareadvice.com/help-desk/zoho-assist-profile/)

### What users love

-   Responsive and helpful support team
-   Affordable solution for IT teams
-   Efficient remote troubleshooting capabilities

### To take in mind

-   Occasional connectivity and setup issues
-   Lag and inconsistent session performance
-   Complex access and security management

### Best rated features:

Multi-Participant Screen Sharing

5.0

IT Asset Tracking

5.0

Video Conferencing

5.0

Alerts/Notifications

5.0

[See all features](https://www.softwareadvice.com/help-desk/zoho-assist-profile/#key-features)

### Standard

₹480.00/month

This plan is suitable for 1 technician

### Professional

₹720.00/month

1 technician

### Enterprise

₹1,120.00/month

1 technician

[See full pricing details](https://www.softwareadvice.com/help-desk/zoho-assist-profile/#pricing-and-plans)

[Notion](https://www.softwareadvice.com/project-management/notion-profile/)

4.72

[(2759)](https://www.softwareadvice.com/project-management/notion-profile/reviews/)

Best for:@mentions

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Notion is a digital workspace that lets small to large businesses streamline and manage notes, tasks, projects, records, calendar and more. Key features include portfolio tracker, designer templates, database management, documentation and data export. Deployed on a web-interface or on-premise platform, Notion provides businesses with a product roadmap, task lists and repository patterns, streamlining project workflows, from initiation to completion. It provides mobile applications for iOS and Android devices, which let users view and manage completed, in progress and not started tasks, even from remote locations. Additionally, it allows businesses to collaborate and perform team tasks, share meeting notes, update project expense report and maintain benefits/vacation policies. Notion comes with an application programming interface (API), which lets businesses integrate the system with several third-party integrations such as Google Sheets, Twitter, Figma and more. Pricing is available on a monthly subscription and support is extended via email, phone and documentation.... [Read more](https://www.softwareadvice.com/project-management/notion-profile/)

### What users love

-   Customizable project organization hub
-   Real-time teamwork and sharing
-   Versatile and customizable toolkit

### To take in mind

-   Complexity in page management
-   Steep learning curve for beginners
-   Costly premium and team plans

### Best rated features:

Performance Metrics

5.0

Monitoring

5.0

Search

5.0

@mentions

4.9

### Worst rated features:

Handwriting Recognition

3.0

Project Workflow

3.3

Time Tracking

3.6

Meeting Management

3.7

[See all features](https://www.softwareadvice.com/project-management/notion-profile/#key-features)

### Free

Custom

Pricing available upon request

7 day page history

### Plus

$12.00/month

30 day page history

### Business

$24.00/month

90 day page history

[See full pricing details](https://www.softwareadvice.com/project-management/notion-profile/#pricing-and-plans)

[Tidio](https://www.softwareadvice.com/live-chat/tidio-chat-profile/)

4.73

[(590)](https://www.softwareadvice.com/live-chat/tidio-chat-profile/reviews/)

Best for:Popular

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

Tidio is a complete customer support software suite combining a help desk, live chat, chatbot automation, and a conversational AI agent. Trusted by over 300,000 businesses across ecommerce, service industries, and tech, Tidio helps streamline communication, speed up support, and boost conversions. With Tidio, support teams can chat with visitors in real time, automate FAQ responses using Flows (rules-based chatbots), and handle messages from email, Messenger, Instagram, and WhatsApp—all from one centralized inbox. At the core of the platform is Lyro—Tidio’s AI agent for customer service—designed to handle up to 64% of common support questions without any human intervention. With just one click, Lyro starts using your existing help docs to deliver accurate, on-brand answers—without guessing or fabricating responses. Tidio makes it easy to grow your support operations without overloading your team. It helps reduce missed opportunities, cut down response times, and lets your agents concentrate on complex issues. Get started for free and unlock 50 AI-driven conversations with Lyro—no credit card needed.... [Read more](https://www.softwareadvice.com/live-chat/tidio-chat-profile/)

### What users love

-   Versatile live chat experience
-   Efficient customer service automation
-   Broad platform and app integration

### To take in mind

-   Expensive for small businesses

### Best rated features:

Customer Surveys

5.0

Activity Tracking

5.0

Language Detection

5.0

Help Desk Management

5.0

[See all features](https://www.softwareadvice.com/live-chat/tidio-chat-profile/#key-features)

### Free

$0.00/month

For solo entrepreneurs. Free forever. No credit card required.

### Starter

$24.17/month

Ideal for small businesses focused on enhancing customer satisfaction via live chat support.

### Growth

$49.17/month

Ideal for teams of all sizes prioritizing customer service as their competitive advantage.

[See full pricing details](https://www.softwareadvice.com/live-chat/tidio-chat-profile/#pricing-and-plans)

[Splashtop](https://www.softwareadvice.com/remote-support/splashtop-profile/)

4.73

[(734)](https://www.softwareadvice.com/remote-support/splashtop-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Splashtop is a software solution for both remote access and remote support. Boasting 30+ million customers worldwide and users among both large and small organizations across the globe, Splashtop is a secure, high-performing solution to fit specific use-cases. Splashtop is ISO 27001 certified, SOC 2 and GDPR compliant. ------------------- Splashtop Business Access is a remote desktop software solution for business professionals and teams, allowing them to work from wherever, using any device. Centrally manage users remote access. Key features include: File transfer, remote print, access from any device, remote reboot and wake, multi-to-multi monitor viewing. Pricing: Starts at $5/month. ------------------- Splashtop SOS is a remote support software solution for IT, support teams, and help desks. Securely connect on-demand to your users’ computers and mobile devices with a simple session code or with unattended anytime access. Key features include: Integration with PSA, custom branding, file transfer, share my desktop, chat, user management. Pricing: Starts at $17/month. ------------------- Splashtop Remote Support is a remote support solution for IT and MSPs, designed to allow users to provide clients with remote access and remotely support clients’ computers. Key features include: Flexible monthly subscription plans, unlimited technicians, unlimited concurrent sessions, unattended support. Pricing: Starts at $40/month. ------------------- Splashtop Enterprise is a solution that enables organizations to allow employees' to remotely access their workstations, and provide their IT teams a solution to remotely support employees when they need it the most. Key features include: Grouping capabilities and granular permissions, centralized management console, anytime/unattended support to computers, helpdesk support to employees, integrate on-demand remote access with ticketing and PSA systems. Pricing: Contact us for Splashtop Enterprise pricing.... [Read more](https://www.softwareadvice.com/remote-support/splashtop-profile/)

### What users love

-   Reliable and flexible remote connectivity
-   Affordable plans and strong value
-   Simple setup and user experience

### To take in mind

-   Occasional lag and slow response
-   Multi-monitor and display limitations

### Best rated features:

Multiple User Accounts

5.0

Maintenance Scheduling

5.0

Remote Support

5.0

Single Sign On

5.0

### Worst rated features:

Two-Way Audio & Video

3.0

User Management

3.0

[See all features](https://www.softwareadvice.com/remote-support/splashtop-profile/#key-features)

### Remote Access Pro

$8.25/month

10 computers per license

### Remote Access Solo

$6.00/month

2 computers per license

### Remote Access Performance

$13.00/month

10 computers per license

[See full pricing details](https://www.softwareadvice.com/remote-support/splashtop-profile/#pricing-and-plans)

[livepro](https://www.softwareadvice.com/collaboration/livepro-profile/)

4.80

[(182)](https://www.softwareadvice.com/collaboration/livepro-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

livepro is a purpose-built cloud knowledge management platform for staff, customers, and partners. livepro offers the ability to view business knowledge as decision trees and process guidance, as well as articles. Everyone in the organization can collaborate within livepro and all knowledge can be extended to customers and partners. Deep reporting and analytics provide insight into what knowledge is accessed and used most frequently. Quizzes can be used for customer-facing staff to ensure comprehension and continuous learning. Important notifications can be sent and tracked to ensure everyone is up-to-date on information and news. Feedback is captured and routed to staff who can make real-time changes to ensure the most accurate and current knowledge is available at all times. Businesses can benefit from livepro's range of tools to reduce training times, enhance staff competency, reduce supervisor and escalation enquiries, enhanced productivity and overall cost reductions.... [Read more](https://www.softwareadvice.com/collaboration/livepro-profile/)

### Best rated features:

Surveys & Feedback

5.0

Communication Management

5.0

Document Management

5.0

Real-Time Notifications

5.0

[See all features](https://www.softwareadvice.com/collaboration/livepro-profile/#key-features)

### Flex

Custom

Pricing available upon request

Perfect for small and growing contact centers.

### Premium

Custom

Pricing available upon request

Ideal for medium to large contact centers. (50+ agents)

### Enterprise

Custom

Pricing available upon request

Perfect for large contact centers and multi-channel self-serve options.

[See full pricing details](https://www.softwareadvice.com/collaboration/livepro-profile/#pricing-and-plans)

[ScreenConnect](https://www.softwareadvice.com/product/390169-ScreenConnect/)

4.68

[(1896)](https://www.softwareadvice.com/product/390169-ScreenConnect/reviews/)

Best for:Remote Access/Control

### Pricing availability

Free trial: Available

Free version: Available

Software Advice Summary

ScreenConnect is a cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for technicians and customers, enabling them to receive solutions without phone or chat sessions. The solution's remote support allows users to remotely view and control devices, servers or workstations. Users can create and manage sessions from a customizable and brandable centralized control panel. With ScreenConnect's remote access, users can gain access to and control unattended servers or computers. This model helps users install and upgrade customer computers without requiring manually enabled connections. ScreenConnect's remote meeting and presentation feature allows users to share their screen with one or more individuals. Users can collaborate with team members, provide project updates, conduct training sessions and make presentations. ScreenConnect allows the presenter to share their screen with the audience. It offers a mobile application for iOS and Android devices. ScreenConnect is available on an annual subscription basis that includes support via phone.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/)

### What users love

-   Robust and flexible remote control
-   Cost-effective for small businesses
-   Comprehensive toolkit for IT support

### To take in mind

-   Inconsistent and slow support response
-   Lag and slow response times
-   Occasional connection reliability issues

### Best rated features:

Annotations

5.0

Monitoring

5.0

Data Security

5.0

Discussions/Forums

5.0

### Worst rated features:

API

2.0

Chat/Messaging

3.8

[See all features](https://www.softwareadvice.com/product/390169-ScreenConnect/#key-features)

### Remote Support One

$30.00/month

This plan has an single license restriction. 1 user can make one connection. 1 session limit. Up to 10 unattended access agents.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans)

### Remote Support Standard

$45.00/month

1 user can make 3 simultaneous connections. Up to 3 sessions per tech. Unlimited unattended access agents.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans)

### Remote Support Premium

$55.00/month

1 user can make 10 simultaneous connections. Up to 10 sessions per tech.

[See full pricing details](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans)

[LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/)

4.67

[(1786)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/)

Best for:Ease of use

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. Streamline all business communication channels and manage customer interactions from a single shared team inbox. It offers 200+ native integrations including all popular social media, a customizable chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across different use cases. Start with a 1-month free trial, no credit credit card needed.... [Read more](https://www.softwareadvice.com/crm/liveagent-profile/)

### What users love

-   Unified and efficient support
-   Real-time chat for support
-   Intuitive and user-friendly design

### To take in mind

-   Email handling and usability issues
-   Outdated and cluttered interface
-   Limited and outdated mobile experience

### Best rated features:

Corrective and Preventive Actions (CAPA)

5.0

Drag & Drop

5.0

Transfers/Routing

5.0

Issue Tracking

5.0

### Worst rated features:

Audit Trail

1.0

Multi-Channel Management

2.0

[See all features](https://www.softwareadvice.com/crm/liveagent-profile/#key-features)

### Small

$15.00/month

$15 agent/month (billed annually) — $19 agent/month (billed monthly)

### Medium

$29.00/month

$29 agent/month (billed annually) — $35 agent/month (billed monthly)

### Large

$49.00/month

$49 agent/month (billed annually) — $59 agent/month (billed monthly)

[See full pricing details](https://www.softwareadvice.com/crm/liveagent-profile/#pricing-and-plans)

[RemotePC](https://www.softwareadvice.com/help-desk/remotepc-profile/)

4.68

[(583)](https://www.softwareadvice.com/help-desk/remotepc-profile/reviews/)

Best for:Small businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

RemotePC is a cloud-based and on-premise remote access management solution designed to help businesses communicate with clients, transfer files and manage applications across various remote devices. The platform offers one-time access, which enables organizations to host temporary sessions using a unique access ID and key. RemotePC comes with white-board capabilities, which allows users to comment, annotate and draw on a common screen in real-time. It offers a host of features such as video conferencing, Augmented Reality (AR)-enabled live video sharing, multiple users, sessions recording, remote reboot, role-based permissions and more. Additionally, the collaboration functionality lets administrators invite associates to edit presentations or documents and troubleshoot issues. RemotePC assists managers with tracking multiple remote sessions via access/web activity logs. Furthermore, the chat feature allows users to communicate via real-time text messages. Pricing includes annual subscriptions and support is provided via phone, email and other online measures.... [Read more](https://www.softwareadvice.com/help-desk/remotepc-profile/)

### What users love

-   Flexible and reliable remote access
-   Affordable plans and strong value
-   Quick and simple installation process

### To take in mind

-   Unstable and dropped connections
-   Occasional lag and slow response

### Best rated features:

Whiteboard

5.0

Event Logs

5.0

Drag & Drop

5.0

File Management

5.0

### Worst rated features:

Screen Recording

4.0

Activity Tracking

4.0

[See all features](https://www.softwareadvice.com/help-desk/remotepc-profile/#key-features)

### Consumer

$29.50/year

Remote Access to one computer

### SOHO

$99.50/year

Unlimited licenses for remote access to 10 computers

### Team

$299.50/year

Unlimited licenses for remote access to up to 50 computers

[See full pricing details](https://www.softwareadvice.com/help-desk/remotepc-profile/#pricing-and-plans)

[KnowledgeOwl](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/)

4.75

[(237)](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Knowledge base software you'll enjoy using! If you're a documentation manager, customer success leader, or IT professional who's ever felt embarrassed about your current knowledge base—slow, clunky, impossible to find anything—you're not alone. We felt the same way, so we built the knowledge management tool we always wanted. Who KnowledgeOwl is perfect for: You're managing customer support docs, employee onboarding materials, or product documentation. Maybe you're at a growing SaaS company drowning in support tickets, a healthcare organization trying to standardize procedures, or a manufacturing company preserving decades of institutional knowledge. You need something that works for both your internal teams and external customers that doesn’t force you to choose between the two. What makes KnowledgeOwl different: Our AI-forward technology with customer-first development means you get intelligent search that actually works like Google—built-in typo tolerance, root word recognition, and customizable synonyms. No complex setup required. Just hit publish and let our search do the rest. We are documentarians and tech writers who make the kind of software we've always dreamed of. We aren't a software company who just happens to make knowledge base software. All of our features are built to make life better for authors and their readers. Here are some of our most popular features (but we have loads more!): Reader groups let you control exactly who sees which content at the article and category level. Create public customer help centers, private internal wikis, or hybrid knowledge bases—all in one system. As one customer told us: "Don't ever change this feature, it sets you apart." Your content can stay fresh without the stress Article versioning lets you stage changes ahead of time, get reviews, and maintain audit histories. Automatic "Needs Review" reminders flag outdated content at intervals you choose. No more stale information or scrambling to update everything on release day. Complete design freedom Want to match your brand perfectly? You can customize everything from simple themes to full CSS, HTML, and JavaScript control. Need something that works out of the box? Our templates are beautiful and professional. The support experience you've always dreamed of Our support team consists of both dedicated reps AND documentation experts who understand your challenges. We don't just answer questions—we can help migrate your content, customize your design, and ensure your transition is as pleasant as possible. One customer wrote: "Every time I've had a question, I can reach a knowledgeable, friendly human being who goes out of their way to help me. It's the very best help center tool I've ever found." You can also feel good knowing you're in the hands of folks who care We're a Certified B Corporation with transparent, fair pricing—no long-term commitments, no hidden surprises. We offer a 25% discount for nonprofits, B Corps, and purpose-driven organizations because we believe business should be a force for good. Our happiness guarantee means we stand behind our product and our service. Start with our generous 30-day free trial—no credit card required. Experience what it's like to work with software built by people who understand your knowledge management needs.... [Read more](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/)

### Best rated features:

Collaboration Tools

5.0

Data Import/Export

5.0

Tagging

5.0

Text Editing

5.0

### Worst rated features:

API

3.0

Reporting/Analytics

3.5

[See all features](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/#key-features)

### Basic

$100.00/month

Additional $25 per additional author per month, additional $50 per additional knowledge base. 10% discount for yearly plans, 15% discount for 2-year plans, 20% discount for 3-year plans + 25% discount for purpose-driven orgs.... [Read more](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/#pricing-and-plans)

### Pro

$250.00/month

Additional $25 per additional author per month, additional $50 per additional knowledge base. All features included in Basic Use your own domain Fully customizable branding including full access to HTML, CSS, and JavaScript. Developer API Up to 2500 articles per knowledge base... [Read more](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/#pricing-and-plans)

### Business

$500.00/month

Additional $25 per additional author per month, additional $50 per additional knowledge base. All features included in Pro Single Sign-on (SSO) Custom roles and permissions for granular access control Priority support (skip to front of line) "Support team is awesome, responsive and always results driven." Pay by invoice or purchase order 99.5% uptime SLA with service level credits Compliance agreements for HIPAA and GDPR Up to 5000 articles per knowledge base 10% discount for yearly plans, 15% discount for 2-year plans, 20% discount for 3-year plans + 25% discount for purpose-driven orgs.... [Read more](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/help-desk/knowledgeowl-profile/#pricing-and-plans)

[Shelf](https://www.softwareadvice.com/product/435224-Shelf/)

4.84

[(106)](https://www.softwareadvice.com/product/435224-Shelf/reviews/)

Best for:Value for money

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Shelf is a cloud-based platform that helps modern businesses thrive with on-demand answers to the questions that block customer and employee success. Shelf’s proprietary MerlinAI listens for questions and instantly suggests the best answers in search, chat, IVR and forms. Results return helpful snippets that lets users dig deeper on-demand–not long articles that waste precious time. Additionally, the platform identifies gaps between questions and answers so businesses can see how well the content in your knowledge base meets customer needs. With Shelf, users can automate the entire knowledge lifecycle including content creation, review and approvals, announcements, ratings and comments. It saves knowledge admins valuable time and makes it easy to improve the knowledge base, so it is clean and up to date. Shelf’s Agent Assist component enables every agent to deliver enhanced customer experience. Additionally, it allows Integration into the tools that agents use every day and answers directly to agent desktop so they can respond to customers. It allows businesses to deflect low-effort inquiries via fully branded self-service portal, chatbots and AI-enabled answers in forms. With Shelf, users can provide reliable, 24/7 customer service and scale support volume while saving costs. The knowledge platform provides pre-built integrations, SDKs and APIs that integrate with various enterprise applications. Additionally, Shelf eliminates knowledge silos and saves time and money by creating simpler infrastructure.... [Read more](https://www.softwareadvice.com/product/435224-Shelf/)

### Best rated features:

API

5.0

IVR

5.0

Search/Filter

5.0

Customizable Templates

5.0

[See all features](https://www.softwareadvice.com/product/435224-Shelf/#key-features)

### Basic

$10.00/month

[See full pricing details](https://www.softwareadvice.com/product/435224-Shelf/#pricing-and-plans)

[LiveChat](https://www.softwareadvice.com/help-desk/livechat-profile/)

4.64

[(1725)](https://www.softwareadvice.com/help-desk/livechat-profile/reviews/)

Best for:Customer support

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

LiveChat is an AI-based live chat software designed to help businesses provide real-time customer support through their websites. It is used by organizations in industries such as retail, software, education, and finance to enhance customer engagement and streamline communication. The software includes AI-based features that assist agents with real-time insights, text enhancement, and chat summaries to improve response times and service quality. Chatbot automation is available to handle repetitive inquiries and common questions, allowing human agents to focus on more complex tasks. The platform consolidates customer messages from various channels, including WhatsApp, Facebook, and Instagram, into a single interface for easier management. Features such as pre-set messages, product recommendations, and product cards are included to assist with customer interactions. Analytics and reporting tools track metrics such as sales performance, agent productivity, campaign conversion rates, chat engagement, customer satisfaction, and website traffic. Weekly summaries analyze frequent customer questions to help teams identify trends and improve service. LiveChat is accessible through web browsers and applications for Windows, Mac, iOS, and Android devices, enabling support teams to work from various locations.... [Read more](https://www.softwareadvice.com/help-desk/livechat-profile/)

### What users love

-   Real-time customer engagement tools
-   User-friendly and quick setup
-   Flexible website and app integrations

### To take in mind

-   Expensive for small businesses
-   Connection issues and lag times
-   Unreliable alerts and missed messages

### Best rated features:

Workflow Management

5.0

Contact Management

5.0

Real-Time Chat

5.0

Alerts/Notifications

5.0

### Worst rated features:

Customizable Fields

1.0

Gamification

2.7

Activity Tracking

3.0

[See all features](https://www.softwareadvice.com/help-desk/livechat-profile/#key-features)

### Starter

$25.00/month

### Team

$59.00/month

### Business

$89.00/month

[See full pricing details](https://www.softwareadvice.com/help-desk/livechat-profile/#pricing-and-plans)

[UpKeep](https://www.softwareadvice.com/cmms/upkeep-profile/)

4.64

[(1324)](https://www.softwareadvice.com/cmms/upkeep-profile/reviews/)

Best for:Features

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

UpKeep is a web-based CMMS offering a mobile-first solution for maintenance teams, streamlining operations with asset and workflow management tools. Key features include work order management, enabling users to create, assign, and complete orders via a mobile app. Preventive maintenance scheduling triggers work orders based on meter readings and IoT data to minimize downtime. Users can create work orders on-the-go, get notifications when tasks are updated, and receive alerts when assets go down, making the business run more efficiently than ever before. UpKeep offers core maintenance functionality, such as asset, inventory and work order management, and preventive maintenance to create service schedules. Users can see a tasks overview page showing upcoming work along with due dates, criticality and assets or workers assigned to each. When adding new tasks, users can include notes, a color-coded priority rating, images, assets, and users. The mobile application gives users the ability to create projects, assign work orders, manage assets, and more. UpKeep is designed for small to midsize businesses across various industry verticals. UpKeep offers services on a monthly subscription basis that includes support via phone, email, and through an online knowledge base.... [Read more](https://www.softwareadvice.com/cmms/upkeep-profile/)

### What users love

-   Intuitive and accessible interface
-   Streamlined work order tracking
-   Efficient maintenance coordination tools

### To take in mind

-   Expensive plans and limited flexibility
-   Complex asset organization limitations
-   Document handling and export issues

### Best rated features:

Disposal Management

5.0

Depreciation Management

5.0

Electronic Signature

5.0

IT Asset Tracking

5.0

### Worst rated features:

Warranty Tracking

1.0

Document Storage

3.0

Check-in/Check-out

3.0

[See all features](https://www.softwareadvice.com/cmms/upkeep-profile/#key-features)

### Essential

$20.00/month

### Premium

$55.00/month

### Professional

Custom

Pricing available upon request

[See full pricing details](https://www.softwareadvice.com/cmms/upkeep-profile/#pricing-and-plans)

[Asset Panda](https://www.softwareadvice.com/inventory-management/asset-panda-profile/)

4.63

[(1364)](https://www.softwareadvice.com/inventory-management/asset-panda-profile/reviews/)

Best for:Mid-size businesses

### Pricing availability

Free trial: Available

Free version: Not available

Software Advice Summary

Asset Panda is a cloud-based platform for facility managers that offers a suite of applications including asset tracking and maintenance management. It is compatible with Windows, Mac, iPad, iPhone and can be used from anywhere while updating data in real-time. Asset Panda helps users assign contacts by location and track depreciation. The User can use a barcode scanner to look up asset details and automate pick lists. Role-based security ensures that employees are granted the appropriate level of access, so they always see the information relevant to what they are working on. Asset Panda offers customized exporting and reporting features. Reports can be automated via email, with the ability to add custom calculation fields (and designate if each field should be required) before sending. Asset Panda helps users in auditing, facilities management, equipment support ticketing, compliance and purchase order management. Other features include asset photo tagging, replication configuration and Gantt charts. Support is available via chat, email and phone. Pricing is either per asset or per user.... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/)

### What users love

-   Flexible and robust asset tracking
-   Responsive and helpful support team
-   Intuitive and user-friendly interface

### To take in mind

-   Access limitations and login frustrations
-   Cumbersome and inflexible reporting tools
-   Notification setup and alert issues

### Best rated features:

Billing & Invoicing

5.0

Task Management

5.0

Item Management

5.0

Data Synchronization

5.0

[See all features](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#key-features)

### Free Trial

Custom

Pricing available upon request

Get 14 days of full platform access. Includes: 14 days of access Unlimited users Unlimited assets All features enabled... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans)

### Starter

$50.00/month

Best for organizations with basic needs. Includes: 5 users Up to 1,000 assets 24/7 support Onboarding & Implementation Automations Smart Forms Kits + Consumables... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans)

### Business+

$60.00/month

Best for mid-size organizations with moderate complexity. Includes: All Starter features 10 users Up to 5,000 assets 24/7 support Onboarding & Implementation Integrations Multi-Tenant Structure Custom User Permissions Open API Access... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans)

[See full pricing details](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans)

1

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What's meant by the term "help desk software'" can be unclear. Go browse a handful of vendor websites, and you'll see the term "help desk" applied to two distinct groups of software—general customer service software and software for managing IT assets and services.

While customer service and help desk software do share some common applications—a central ticket-tracking system, for example—they are by no means interchangeable. If you were to purchase [customer service software](https://www.softwareadvice.com/crm/customer-service-comparison/) to manage your small business's IT endpoints and networks, you'd quickly regret the decision. And if you tried managing your company's customers with software designed to manage computers and networks, you'd regret that all the more!

This guide is about cloud-based help desk software for IT management. If you're looking for customer service software, take a look at our [customer service software buyer's guide](https://www.softwareadvice.com/crm/customer-service-comparison/#buyers-guide).

But, if you're looking to manage and support your internal IT assets, you're in the right place. Here's what we'll cover:

[What Is Online Help Desk Software?](#WhatIsOnlineHelpDeskSoftware)

[Common Features of Online Help Desk Software](#CommonFeaturesofOnlineHelpDeskSoftware)

[What Type of Buyer Are You?](#WhatTypeofBuyerAreYou)

[Market Trends to Understand](#MarketTrendstoUnderstand)

## What Is Online Help Desk Software?

Online help desk software helps companies manage their entire IT infrastructure, which can include:

-   Individual endpoints, such as desktop computers, laptops and tablets
    
-   Peripherals, such as printers, scanners and [POS systems](https://www.softwareadvice.com/retail/)
    
-   Back-end equipment, such as servers and backup storage systems
    
-   Networks and networking hardware, such as LANs, routers and Wi-Fi access points
    
-   Any software that keeps the business running and employees productive
    

This is an IT-centric definition. From the point of view of the employees who rely on IT, online help desk software is more about getting support for IT _services_. It's a small but important distinction we'll discuss more below in the [Market Trends to Understand section](#MarketTrendstoUnderstandsection).

Like most software, help desks began as on-premise (i.e., locally installed) software. Today, online help desk solutions are cloud-based, meaning that they're hosted, updated and maintained by the vendor. Many of these tools provide both cutting-edge functionality _and_ user-friendly interfaces.

[RemedyForce](https://www.softwareadvice.com/patch-management/bmc-remedyforce-profile/) _is an online help desk solution that offers a user-centric interface_

For most small businesses, online help desks are the smartest choice. They require little (or no) installation of local software, are automatically updated and patched by the vendor, have lower startup costs and provide the best end-user and administrator experiences.

## Common Features of Online Help Desk Software

[IT asset management](https://www.softwareadvice.com/help-desk/it-asset-management-comparison/)

Tracks and manages all physical IT hardware owned by (or used within) a business.

[Network monitoring](https://www.softwareadvice.com/network-monitoring/) **and management**

Helps administrators control and configure networks and network access, while monitoring traffic and connections.

[Knowledge management](https://www.softwareadvice.com/help-desk/knowledge-management-comparison/)

Organizes the information, or knowledge, used by IT department employees. Can be used as a self-service resource for employees.

**Configuration management**

Manages the settings and permissions configured on individual devices. Lets administrators apply configuration or settings changes to multiple devices at once.

**Service catalog management**

A service catalog helps larger organizations guide their employees to the IT staff that can best support them. Service catalog management functions help administrators create and maintain these catalogs.

**License management**

Helps companies track and make the best use of their software licenses.

**Remote access and control**

Allows technicians to access and control a workstation from a remote location, facilitating remote diagnosis and resolution with minimal end-user involvement.

**Impact analysis tools**

Analyzes planned changes for any potential conflicts, flagging possible conflicts before the changes get rolled out. Provides a “look before you leap" style safeguard.

**Service level agreement (SLA) management**

SLAs guarantee that issues of a certain type will be addressed or resolved within a certain timeframe, 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.

**ITIL compatibility**

Information Technology Infrastructure Library (ITIL) is a set of IT service management best practices that ensure service management is aligned with business priorities.

## What Type of Buyer Are You?

Online help desk are generally used in two different business contexts:

**Internal.** This is traditionally the most common use. The help desk is the central platform for a company's internal IT department. It serves the company's local and remote employees. These buyers should look for platforms with core help desk functionality and determine requirements based on their company's IT environment, strategy and growth plans.

**Managed service provider (MSP).** Companies can outsource their IT services management to third-party companies called managed service providers, or MSPs. MSPs should look for help desk systems with more robust remote access and control applications and tools for managing and monitoring individual service level agreements.

## Market Trends to Understand

Over the past decade, IT service management has undergone a change in perspective. It began as an IT-centric discipline in which problems and services were managed with a focus on the underlying assets and tools. With today's more modern approach, IT service management focuses on the workflows that the IT department supports.

This shift is also described as the consumerization of IT, a phrase explained in Gartner's "[Elevate the Employee Experience With Consumer-Oriented IT Service Delivery](https://www.gartner.com/document/3278718)" report. It states: "The consumerization of IT isn't so much about using consumer apps for business purposes. It's more about applying the tactics of consumerization to the IT fabric, so as to make employees more agile and engaged." (Full report available to Gartner clients.)

Selecting the right online help desk platform can go a long way toward managing your company's IT to improve the end-user experience, while allowing your IT teams to manage these systems more effectively and efficiently.