Help Desk Software

Finding software can be overwhelming. Software Advice has helped thousands of IT support desks choose the right help desk software to manage their tickets and improve end-user experience.

Showing 1-20 of 271 products

Freshservice

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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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Zoho Desk

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

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Take Control

SolarWinds Take Control is a cloud-based attended and unattended remote support solution designed for MSPs and IT pros. It offers support to Windows, Mac, and Windows platforms, from all of those plus iOS and Android. Both branding... Read more

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Platforms: MacWinLinux
Deployments: Cloud, On premise
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Hiver

Hiver helps teams manage their customer support and internal communication from Gmail. The solution caters to industries such as software, real estate, manufacturing and advertising. Key features include multiple shared inbox management,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Dixa

Dixa is a customer friendship platform that helps brands build stronger bonds with their customers through simple, unified and engaging conversations. Dixa allows your team to deliver instant and continuous service across phone, email,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

LiveAgentFrontRunners® 2019

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

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Vision Helpdesk

Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. This software allows businesses to automate ticket workflow using rule-based criteria and centralize the recording... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Alloy NavigatorFrontRunners® 2019

Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities,... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

JIRA Service DeskFrontRunners® 2019

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

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Web Tracks

Web Tracks is a cloud-based help desk and IT management solution suitable for small and midsize IT departments looking for a way to track IT assets and manage help desk requests. Web Tracks offers a help desk module that allows users... Read more

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Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

HelpOnClick

HelpOnClick is a cloud-based live chat and help desk solution for businesses of all sizes. Key features include real-time traffic monitoring, web and mobile apps, social media integration, advanced reporting and virtual agents. It... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Freshdesk

Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

LiveChat

LiveChat is an integrated chat and help desk platform that allows companies of all sizes to chat with their visitors and customers. The solution embeds into the business website from where the online visitors can communicate with the... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

SysAidFrontRunners® 2019

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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Recent recommendations: 10 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Bitrix24

Bitrix24’s customer relationship management (CRM) solution provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

SeamlessDesk

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

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

HarmonyPSA

HarmonyPSA is a hybrid professional services automation (PSA) solution that helps cloud-based managed service providers and software companies of all sizes to manage their business operations. The solution can be deployed either on-premise... Read more

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Giva

Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is... Read more

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Recent recommendations: 15 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

SolarWinds Service DeskFrontRunners® 2019

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more

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Recent recommendations: 11 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

InvGate Service DeskFrontRunners® 2019

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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Recent recommendations: 7 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
Business Size:

Buyers guide


Last Updated: June 25, 2019

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 se