Top 10 Best Help Desk Software for 2020
Top 10 Best Help Desk Software for 2020
Customer service has become the game-changer in companies, and most businesses are investing a lot in it. Keeping up with technology, businesses have started leaning into AI-powered customer service tools. Here is the top ten best help desk software for 2020.
Why is everything about the customer now?
Whether you are a startup or a large enterprise — giving your customers the front seat is crucial for you. When you make the customer first — you’ll always be number one.
It’s important to focus on your customer service — but it’s also essential to put your money on the customer journey, experience, and retention. Each of these aspects have a different path and is not the same. It’s crucial to understand the difference in the customer journey, customer experience, and customer retention.
Understanding the different verticals of customer service empowers you to know how to go about offering customer service.
It also enables you to understand how customers try to contact you and the ways to respond to them instantly. The most common example of customer contact is social media.
With social media rages, your company can have a bad name with just one tweet.
Did you know that 78% of customers complain to brands using their Twitter handle? Along with using their Twitter handle, they expect an answer within an hour.
All customers want is an instant answer to their questions.
Now, leveraging social media is a great idea to create a brand image. But, having a streamlined process for offering exceptional customer service is equally important.
It’s essential to deploy a robust help desk software to keep track of all customer questions on one platform. With so many help desk tools available in the market, we offer you a helping hand by covering the top help desk software to consider in 2020. Pick one for your business.
Top Help Desk Ticketing Systems: The Ultimate List
Staying on top of your customer service game requires extensive research. Deploying the top help desk software doesn’t cut it, but it is crucial to finalize on one that is right for your company.
In this blog post, we will cover 10 free help desk software that offer exquisite features to offer delightful customer service.
1. ProProfs Help Desk
The ProProfs Help Desk is the top help desk ticketing system that comes with an easy to use UI and advanced features that enable you to resolve customer questions well in time. Right from when a customer contacts you to when your agent resolves the ticket, you can track everything on a single dashboard.
Not only that, you can collaborate with a support agent on complex tickets using internal notes. You can also split complex tickets into sub tickets and assign them to the relevant support department. It’s easy to monitor agent performance and get insight into customer satisfaction.
The pricing plans offered by ProProfs Help Desk are also very reasonable. Along with a 15-day free trial, the pricing plans provided are Forever Free, Team, Business, and Enterprise.
Features
- Shared Inbox
- Ticket Management
- Email Management
- Issue Tracking
- Internal Notes
- Reporting and Analytics
Benefits
- Complete control of ticket assignment, priority, and tracking
- Split tickets into sub tickets to ensure tickets are assigned to relevant teams
- Collaborate with support agents anytime, anywhere
- Monitor agent performance and overall customer satisfaction
Pricing
- 15-Day Free Trial
- Forever Free: $ 0/month (annually)
- Team: $ 39/month (annually)
- Business: $ 79/month (annually)
- Enterprise: $ 399/month (annually)
2. Zendesk
One of the top help desk software for small business or a large enterprise, Zendesk is a great tool to consider for customer query management. Along with managing customer tickets on a single dashboard, this help desk software focuses on monitoring agent performance and agent collaboration.
You can respond to tickets with predefined responses and save agents’ time. Instead of taking up every customer ticket, resolve simple customer tickets in seconds with this feature. The Zendesk dashboard is feature-rich and a little complicated to use at first, but extremely useful in calculating agent performance. You can also assign tickets to agents right from the dashboard.
The pricing for Zendesk help desk software is a bit on the high-price range, but the features offered are worth it.
Features
- Predefined Ticket Responses
- Web Widgets
- Performance Dashboards
- Ticket Assignment
Benefits
- Ability to search for customer history easily
- Integrated surveys help gain insight into customer satisfaction
- Other powerful integrations help improve the entire ticket management process
Pricing
- Essential: $ 5/agent/month
- Team: $ 19/agent/month
- Professional: $ 49/agent/month
- Enterprise: $ 99/agent/month
- Elite: $ 199/agent/month
3. Freshdesk
Freshdesk is one of the top help desk systems that focus primarily on agent collaboration. Along with that, it also comes with powerful integrations, making it easy for you to integrate additional tools to get more done using this robust help desk software.
It comes with a team inbox that enables agents to collaborate on tickets easily. You can set custom ticket statuses and keep everyone in the loop to know whether the ticket is resolved. Receive notifications automatically and stay on top of every update regarding customer tickets. Assign tickets to the right department and let them know what they need to do with a team inbox.
Freshdesk offers a 21-day free trial and four pricing plans: Blossom, Garden, Estate, Forest.
Features
- Team Inbox
- Custom Ticket Status
- Powerful Integrations
Benefits
- Collaborate with teams using a team inbox
- Create a team handle to discuss complex customer issues
- Reach out to customers with canned responses
Pricing
- Sprout: Free
- Blossom: $ 15/agent/month (billed annually)
- Garden: $ 29/agent/month (billed annually)
- Estate: $ 49/agent/month (billed annually)
- Forest: $ 109/agent/month (billed annually)
4. LiveAgent
LiveAgent makes everything automatic, making it one of the top help desk ticketing systems on the market. This tool comes with in-built storage space to keep all customer tickets. This way, even when they are resolved, you can go back to them in case a customer comes to you with a similar query.
From customer interaction to requests, everything can be automatic. This tool helps save a lot of your agents’ time and effort. Not only that, it comes with a robust dashboard that enables agents to keep track of all customer questions on one platform.
LiveAgent offers a 14-day free trial and three pricing plans: Ticket, Ticket+Chat, All-Inclusive.
Features
- Ticket Storage
- Email Management
- Automatic Client Requests
Benefits
- Assured 24/7 customer support
- Easy and fast setup
- Ability to answer all types of customer questions
Pricing
- 14-day Free Trial
- Ticket: $ 15/agent/month
- Ticket+Chat: $ 29/agent/month
- All-Inclusive: $ 39/agent/month
5. ServiceDesk Plus
ServiceDesk Plus is a robust help desk software that helps monitor all phases of customer experience and ensures instant customer ticket resolution. This tool enables companies to draft accurate SLA agreements and make sure agents meet their goals efficiently.
Monitor how much time agents take in resolving tickets and how customers rate your agents using powerful reports. Analyze agent pain points and improve overall agent performance with ease.
ServiceDesk Plus offers customizable packages. Get an idea of the pricing plans; you need to contact the vendor.
Features
- Smart Automation
- SLA Management
- Reports & Analytics
Benefits
- Enables companies to minimize customer outrages
- Meet SLA goals effortlessly
- Increase support agent performance easily
Pricing
- Contact Vendor
6. Zoho Desk
Zoho Desk is an all-round package for customer support. This tool offers several features that enable small to large companies to provide exceptional customer support. You can integrate all your social media channels to make sure you can cater to customer questions everywhere.
Automatically create tasks and assign them to relevant support departments in seconds. This way, you save time and manage your time accordingly to resolve customer tickets instantly.
Although it is a free help desk software, it offers two pricing plans: Professional and Enterprise.
Features
- Multichannel Support
- Task Automation
- Efficient Ticket Management
Benefits
- Offer exceptional customer service
- Increase operational productivity with ease
- Robust features to address customer questions accurately
Pricing
- Free
- Professional: $ 12/agent/month (billed annually)
- Enterprise: $ 25/agent/month (billed annually)
7. HappyFox
HappyFox is a help desk software that offers all the needed features to provide delightful customer support. The customization features provided by this help desk software, making it easy for agents to create tickets and resolve them instantly.
You can create your own ticket templates and rules. So, it becomes easy for agents to create tickets, prioritize, and assign them to the relevant department. Not only that, you can customize your dashboard, ticket inbox windows, and inboxes according to your requirements.
HappyFox offers four pricing plans: Mighty, Fantastic, Enterprise, and Enterprise Plus.
Features
- Smart Rules
- Automatic Assignment
- Ticket Templates
Benefits
- Integrate live chat and knowledge base to ensure accurate customer ticket resolution
- Manage all customer emails on a single dashboard
- Create ticket templates to ease ticket creation in the future
Pricing
- Mighty: $ 29/agent/month
- Fantastic: $ 49/agent/month
- Enterprise: $ 69/agent/month
- Enterprise Plus: $ 89/agent/month
8. Freshservice
Freshservice is a fantastic ticketing system that offers advanced features for dealing with customer support and experience. It has its own database in which you can store customer data and find relevant information as and when needed.
If you lose out on any customer data, Freshservice has a recovery system in place. With their powerful dashboard, inbox, and alerts, you’ll always stay on top of customer requests. You can also track individual agent performance and ensure you train them accordingly to improve their performance.
Freshservice offers a 21-day free trial and four pricing plans: Blossom, Garden, Estate, Forest.
Features
- Robust Ticketing System
- Asset Recovery
- Notifications & Alerts
Benefits
- Customizable dashboard
- Get automated notifications regarding tickets
- No need for consultants to resolve customer questions
Pricing
- 21-Day Free Trial
- Blossom: $ 15/agent/month (billed annually)
- Garden: $ 29/agent/month (billed annually)
- Estate: $ 49/agent/month (billed annually)
- Forest: $ 109/agent/month (billed annually)
9. Kayako
Making its mark in the customer support industry, Kayako supports multiple brand apps and help centers. With these features and more, you can offer 24/7 customer support from anywhere, at any time.
Reach out to your customers with canned responses and save time in initiating customer chats. Reaching out to your customers also makes them feel valued, increasing brand name. You can also offer self-help to your customers and enable them to get answers to their questions instantly.
Kayako offers three pricing plans, perfect for small to large enterprises: Inbox, Growth, and Scale.
Features
- Multi Brand Support
- Multiple Help Centers
- Canned Responses
Benefits
- Start conversations with customers instantly
- Meet your SLA goals easily
- Resolve tickets faster with one dashboard
Pricing
- Inbox: $ 15/agent/month
- Growth: $ 30/agent/month
- Scale: $ 60/agent/month
10. Jira Service Desk
Kicking in the modern design into customer support tools, JIRA Service Desk is the last one from the top help desk software list. JIRA Service Desk has a robust dashboard that gives you an insight into who is working on what.
The interesting thing about this help desk software is the integrations. Among the 600+ integrations offered, you can leverage all the Atlassian products and build your own knowledge base in seconds. The reporting feature offered by JIRA gives you insight into your agents’ performance, know where they lack, and train them to improve their performance in the long run.
The three pricing plans, Free, Standard, and Premium, offered by this tool are reasonable and affordable for mid-to-large sized businesses.
Features
- Modern Interface
- Integrations with 600+ applications
- Mobile App Available
Benefits
- Simple to use interface that has an uncluttered dashboard
- Ticket tracking is easy and efficient
- Monitor agent performance from ticket creation to resolution
Pricing
- Free: $ 0/month
- Standard: $ 20/agent/month
- Premium: $ 40/agent/month
Help Desk Software Comparison: Who’s The Winner?
All the top help desk software mentioned in this blog post have their own pros and cons. Some might be overpriced while others might not offer the features you need. So, how do you make the decision that’s right for you?
When finalizing on one help desk software, there are certain factors that you need to consider and make a final call. You know what your company needs the most, what features will help streamline the entire customer support process, and which tools will your agents be comfortable in using.
Keep all these things in mind before choosing a help desk software that best suits your company. Budget and in-app integrations are other aspects you need to research before making an informed decision.
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