8 Best Help Desk Software for Small Business

Running a business can be challenging, and one of the most important things is making sure that all your systems are running smoothly.

It’s hard to keep track of everything when you’re always on the go. You need to be able to access your files from anywhere, and you need to be able to get help when you need it.

The best help desk software solutions will streamline your business and ensure that you’re always on top of things.

With the right help desk software, you’ll be able to get help when you need it, and you’ll be able to access your files from anywhere.

What is help desk software?

Help Desk Software is software used to make it easier for users from the back office, employees, or clients of a company to seek assistance with products that are being sold.

Initially designed as self-help programming to serve retail stores and other businesses that offer customer support through telephone conversations, help desk software was later adapted for large organizations in cases where staff cannot attend to every customer request.

The software typically includes a ticketing system that allows the help desk staff to keep track of customer requests and knowledge management features to create a library of solutions to common problems. In some cases, help desk software also includes features for live chat and remote support.

Best help desk software

As a business owner, it’s essential to ensure that you have the suitable systems to help you run your business smoothly. One of the most important things is ensuring that you have a good help desk software solution. With the right help desk software, you’ll be able to get help when you need it, and you’ll be able to access your files from anywhere.

When looking for the best help desk software, you should keep a few things in mind. First, you’ll want to ensure that the software is easy to use. You don’t want to waste time figuring out how to use it. Second, you’ll want to make sure that the software is reliable. You don’t want to worry about it going down when you need it the most. And third, you’ll want to make sure that the software is affordable. You don’t want to spend a fortune on something you’re not using very often.

Here are eight of the best help desk software solutions for businesses:

Best Overall: Zoho Desk

Zoho Desk is a comprehensive, feature-rich help desk software that allows you to automate customer satisfaction like never before. The automation managers are designed to improve your digital experience and deliver exceptional service without costing extra time or money.

These managers will automatically listen for the right keywords in chats, assign automated workflows according to how someone touches the system, and more.

You can also customize the software to match your specific needs and preferences, making it an incredibly powerful tool for customer service teams of all sizes.

Zoho Desk also offers many features that make it easy for you to manage your team’s productivity. For example, you can easily see which tickets are being worked on and by whom and get an overview of the team’s performance. You can also set up SLAs and create custom reports to track your team’s progress.

Features:

– Ticket management

Ticket management is a feature of Zoho Desk that help you both monitor and manage all your customer service ticket inquiries. It uses templates to save valuable time when addressing common issues. In addition, its centralized dashboard gives you easy access to all the information in one place to be more organized on every level. This means your staff spends less time looking for answers to common questions, and your customers get their issues resolved faster.

– Zia

Zia is a virtual assistant for Zoho Desk that helps you manage your workflows and tasks. With her help, you can automate tedious and time-consuming tasks so that you can focus on more important things. Furthermore, she understands natural language so that you can communicate with her in a simple, conversational way.

Zia integrates with other Zoho Desk features so she can provide you with the information and help you need when you need it.

On top of everything, Zia is constantly learning and evolving; she can become more helpful to you over time. With her by your side, you’ll be able to work smarter and faster to get more done in less time.

– Self-service

Self-service is a feature of Zoho Desk that allows your customers to solve their problems without contacting your support team.

Customers can search the knowledge base or submit a request if they can’t find an answer. Once a request is submitted, it will be automatically routed to the right agent, and the customer will receive updates on the request’s status.

Self-service is a great way to reduce the load on your support team, and it can also improve customer satisfaction. Customers appreciate the ability to solve their problems, and they often find that solutions are faster and more efficient when they don’t have to wait for assistance from your team.

– Automation

Zoho Desk is a comprehensive help desk software that allows businesses to streamline customer service operations.

Automation is one of its key features. It allows businesses to automate repetitive tasks, such as assigning tickets to agents, routing them to the correct department, and updating ticket statuses. This saves time and money and ensures that customers always receive the best possible service.

Pricing:

• Free

Zoho Desk enables businesses to easily manage customer support tickets and track all customer interactions in one place. It offered Free (3 free agents) and paid ($14/agent/month billed annually) pricing plans. The Free plan includes features like Email Ticketing, Customer Management, Help Center, Private Knowledge Base, etc.

• Standard – $14

The standard plan offers features like Social & Community Channels, Product-based Ticket Management, Help Center Themes Gallery, Public Knowledge Base, SLAs & Escalations, and more.

Moreover, Zoho is a cloud-based software developer with a full suite of CRM, business intelligence, productivity, and collaboration tools.

• Professional – $23

The Professional plan starts at $23 per agent per month, billed annually. This level includes everything in the Standard plan plus features like Multi-Department Ticketing, Team Management, Telephony, Automatic Time Tracking, Multilingual Knowledge Base, and Basic Process Management.

• Enterprise – $40

The Enterprise plan starts at $40 / agent/month, billed annually for more than 25 agents. It includes all of the features in the Professional plan and additional features like Live Chat, Zia – Artificial Intelligence, and Help Center Customization.

Pros

• Integration with other Zoho products
• Numerous features
• Highly configurable

Cons

• Advanced features only available at higher pricing tiers

Best Help Desk Software for Small Business: Freshdesk

Freshdesk is the leading customer support software. It helps businesses streamline their customer service operations by providing tools to manage all their customer interactions in one place.

This includes managing tickets, tracking agents’ performance, and analyzing customer data to determine trends. Freshdesk also offers a wide range of integrations with other software applications, making it a very versatile tool.

Features:

– Ticketing

When it comes to customer support, nothing is more frustrating than dealing with a ticket that’s been open for too long or passed between multiple agents. That’s why features like “Ticketing made easy” were built into Freshdesk to help you streamline your customer support process.

The ticket field suggester will automatically suggest the correct fields to include in your ticket to get all the information you need upfront.

The agent collision detection will let you know if another agent is already working on a ticket so you can avoid duplicating effort. And the canned responses feature will help you quickly respond to common questions without having to type out a new response each time.

The ticketing features will also help you collect all the information you need upfront and avoid duplicating. With the canned responses feature, you will quickly respond to common questions.

– Issue management

As a feature of Freshdesk, the help desk software allows businesses to streamline their customer service operations by working together to quickly and efficiently solve customer problems.

Tickets can be linked together so that multiple team members can access and work on them simultaneously. In addition, shared ownership of tickets ensures that everyone is aware of the latest updates.

The team huddle feature also allows team members to quickly share information and updates so that everyone is on the same page. By streamlining customer service operations, businesses can improve their overall efficiency and effectiveness.

– Managing field workforce

With the Service tasks, Service groups, and Scheduling Dashboard features, you can easily create and assign service tasks, create and manage service groups, and schedule appointments for your field workers.

The Mobile field service feature allows you to access your schedule and customer information from your smartphone or tablet.

And with the Customer signature and Time tracking features, you can ensure that your field workers are completing their tasks accurately and efficiently. Altogether, these features make Freshdesk an excellent choice for managing your field workforce.

Pricing:

• Free

Freshdesk’s pricing plans are designed to meet the needs of businesses of all sizes. The free plan includes all the essential features businesses need to manage customer support, including email and social ticketing, ticket dispatch, knowledge base, and ticket trend report. For companies that need more advanced features, Freshdesk also offers a variety of paid plans. These plans include additional features such as advanced reporting, integration with third-party applications, and priority support.

• Growth – $15

Freshdesk’s Growth Plan is perfect for small businesses looking to scale their customer support operations. You get access to all of Freshdesk’s features for a low monthly price, including a custom email server, custom ticket views, ticket fields & status, and custom SSL. You get unlimited users and unlimited tickets to grow your business without worrying about exceeding your plan’s limits. And if you need help getting started, Freshdesk offers free migration services to help you move your data over from your old helpdesk system. With everything that Freshdesk offers, it’s the perfect solution for businesses ready to take their customer support to the next level.

• Pro – $49

The Pro Plan from Freshdesk is an excellent option for businesses that need a little more than the basics. For $49 per month, you’ll get the features of the Growth Plan, plus round-robin routing, custom roles, custom reports and dashboards, customer segments, and versions in the knowledge base. This plan is ideal for businesses with slightly more complex customer support needs. The additional features will help you manage your support operations better and provide your customers with the best possible experience.

• Enterprise – $79

Freshdesk’s Enterprise Plan is the most comprehensive and feature-rich plan. It includes all of the features of the other plans, plus a few extras that are designed for larger businesses. These include the Assist Bot, which helps customers with simple tasks; Skill-based Routing, which directs customer queries to the appropriate agent; and Audit Log, which tracks all customer interactions. The Enterprise Plan also includes Agent Shifts to schedule their shifts and IP Range Restriction, which limits access to Freshdesk to specific IP addresses. This plan is ideal for businesses that need a little extra help managing their customer service.

Pros

• The free tier allows smaller customers to get a feel for the system over a long period.
• Gamification feature
• Very easy to use
• Integrated ticketing, chat, and phone support

Cons

• High-end analytic features only in the beta version
• Relatively expensive

Best for Customer Service: Zendesk

Zendesk is the leading help desk software company. Millions of customers use Zendesk every day to reduce their customer service costs, respond to customer inquiries efficiently, and create a better experience for their customers.

It gives organizations more time to focus on building relationships with their customers by automating outbound notifications.

Unlike traditional ticketing systems, Zendesk offers powerful tools to manage customer support. It also integrates with other business software, making it easy for companies to get started. In addition, organizations can tailor their help desk to fit their specific needs, which is excellent for businesses with unique customer service requirements. Zendesk also offers a free trial so that companies can try it out before committing to a paid plan.

Features:

– Ticketing system

The Ticketing system is one of the critical features of Zendesk that allows businesses to manage and track all customer queries in a centralized hub. This makes it easy to identify and resolve customer issues quickly and effectively.

The Ticketing system is multi-channel, meaning businesses can manage customer interactions across all communication channels from a single interface.

This makes it easy to track and resolve any customer queries quickly and efficiently. The Ticketing system is also multilingual, so businesses can easily support customers in different languages.

Through this help desk Ticketing system, businesses can manage customer interactions across different brands from a single interface. Also, the Ticketing system has powerful workflows that allow companies to create and customize their ticket handling processes.

– Self-Service Portal

The Self-Service Portal allows customers to access support content without contacting customer support. This can include documentation about the product, how-to articles, and answers to frequently asked questions.

Customers can also search the knowledge base for specific topics or browse by category. The help center also includes a search bar so customers can quickly find the information they need.

The customer portal allows customers to view and manage their account information, including contact preferences, billing history, and subscription details. Customers can also submit support tickets directly from the customer portal.

Community forums allow customers to connect with other Zendesk users for help and advice. Also, customers can post questions and answer others’ questions. Forums are moderated by Zendesk staff and community moderators.

– Insights and Analytics

Zendesk Analytics dashboard is a powerful suite of tools that provides deep insights into how your business is performing. You can track customer behavior, measure performance against goals, and customize your dashboards to get the information you need most.

Insights and Analytics helps you make data-driven decisions about where to focus your efforts for maximum impact. The suite includes Customer Analytics, Performance Measurement, and Prescriptive dashboards.

Customer Analytics gives you a complete view of your customers’ behavior, including their interactions with your business across channels. For example, you can see what products they’ve bought, how often they interact with you, and where they are in the buying cycle. This information helps you identify trends and optimize your marketing and sales efforts.

Additionally, Performance measurement allows you to track your business’s progress against key performance indicators (KPIs). You can see how you’re performing in real-time, spot trends, and make course corrections to keep your business on track.

Furthermore, Prescriptive dashboards provide actionable insights that help you improve your business. You can see what actions to take to reach your goals and get recommendations for how to make the most of your data. With Prescriptive dashboards, you have everything you need to succeed right at your fingertips.

Pricing:

• Suite Team – $49

Zendesk’s team plan is an industry-leading ticketing system that helps companies manage customer interactions across web, mobile, and social channels. The team plan includes email support, voice support, SMS support, and live chat support. Additionally, the team plan provides a help center to help companies answer customer questions and resolve issues.

• Suite Growth – $79

The Zendesk Growth Plan is designed for businesses looking for advanced features to help them automate their customer support. With this plan, you can easily set up automation and workflows, and you have access additional options like AI-powered automated answers and data and file storage. In addition, you can choose from over 1,000 apps and integrations to customize your support experience.

• Suite Professional – $99

The Professional Plan from Zendesk is an all-in-one ticketing, voice, and community platform that gives businesses everything they need to provide excellent customer service. This plan includes integrated community forums, private conversation threads, customizable and shareable dashboards, advanced voice capabilities, and data location options. The Professional Plan is perfect for businesses that want to give their customers a great experience with these features. And at $99 per month per agent, it’s a great value for businesses of all sizes.

Pros

• Highly customizable user interface
• Comprehensive reporting and query tooling
• A large marketplace of apps and integrations
• Works well on mobile

Cons

• High starting price

Best Budget Service Desk: ProProfs Help Desk

ProProfs Help Desk is the best help desk software that offers features to streamline your business. It allows you to manage customer support and track customer interactions effectively. You can also create and manage tickets, assign them to specific staff members, and track their progress.

Additionally, ProProfs Help Desk offers a knowledge base that allows you to create and manage FAQs, How-tos, and other support content. This helps you reduce the number of support requests and makes it easier for your customers to find answers to their questions.

Features:

– Ticket Management

Ticket Management is one of the critical features of ProProfs Help Desk software. It allows businesses to track and manage customer support queries and requests in a centralized location.

This feature helps businesses better organize and manage their customer support operations, resulting in improved customer satisfaction. With Ticket Management, companies can:

• Track the status of all customer support tickets
• View all the customer support conversations in a single location
• Assign and reassign tickets to different team members
• Add notes and comments to tickets
• Close or reopen tickets
• Generate reports on ticket activity.

The Ticket Management feature of ProProfs Help Desk is extremely powerful and versatile. It can be used by businesses of all sizes to streamline and improve their customer support operations.

– Multi-Channel Support

The Multi-Channel Support feature of ProProfs Help Desk lets you manage support tickets from multiple channels, including email, phone, chat, and social media. This provides a single platform for customers to contact you and helps you manage all your support requests in one place.

It also allows you to view all conversations with a customer across all channels and resolve any ticket from a single place. The Multi-Channel Support feature is available in all ProProfs Help Desk plans and can be used to manage support for an unlimited number of users.

– Customer Support

The ProProfs Help Desk is a comprehensive customer support solution that helps businesses manage customer interactions and feedback.

The software offers features such as ticket management, notes, chatbots, and reporting to help businesses track the effectiveness of their customer service campaigns.

Additionally, businesses can use the ProProfs Help Desk to collect customer feedback and survey data to improve customer service delivery.

– Help Desk Automation

The Help Desk Automation feature of ProProfs Help Desk enables businesses to provide instant support to their customers with automated responses and notifications.

By automating the process of responding to customer queries, businesses can save time and ensure that all questions are answered on time.

Additionally, the notification system can keep customers updated on the progress of their queries. This helps create a positive customer experience and builds trust between the business and the customer.

Pricing:

ProProfs Help Desk offers a free trial of 15 days so that businesses can try out the software before committing to a paid subscription. After the trial period, companies can choose from three different pricing plans: Essentials, Premium, and Enterprise.

• Essentials – $10

Perfect for small-to-medium businesses, ProProfs Help Desk Essentials pricing plans are great for new or growing IT departments.

With this package, you get shared inboxes in a basic help desk environment and even access the Customer Panel to see what your customers are saying about you!

Compared to other desk solutions, this is an affordable way to get started with help desk software and improve your customer support. It only costs $10/user/month and is billed annually.

• Premium – $15

The Premium plan offers a complete help desk solution with unlimited inboxes and advanced features, making it easy to streamline your business operations. With this plan, you can manage customer support more efficiently and improve your bottom line. In addition, the plans start at just $15/month, billed annually, making it an excellent value for businesses.

• Enterprise – Custom

ProProfs Help Desk Enterprise Plan is designed for businesses that need unlimited tickets and custom fields & filters. With this plan, you’ll also get ticket history and auto-response. The support team will help you set up and answer any questions you have. Pricing for the Enterprise Plan is based on the number of agents you need.

Pros

• Offers online courses
• Supports live chat
• Centralizes shared inbox
• Tracks performance

Cons

• No mobile apps

Best for Large Business: SolarWinds Service Desk 

SolarWinds Service Desk helps organizations quickly reduce their service management costs while improving customer satisfaction. The scalable architecture makes it easy to track, update and share relevant data across an organization.

It includes integrated business applications that automate workflows and deliver process management to streamline operations. Also, SolarWinds provides IT departments with powerful tools for help desk ticket management, asset tracking, and a range of other features that can improve service delivery.

The intuitive interface makes it easy for help desk agents to identify and resolve customer issues quickly. The customizable dashboards provide at-a-glance views of the most critical information, while powerful reporting capabilities allow organizations to track progress and performance over time. SolarWinds Service Desk also includes a built-in knowledge base that helps agents resolve common issues quickly and efficiently.

It offers a variety of features, such as ticket management, asset management, and reporting. You can also track your team’s productivity and performance with this software.

SolarWinds Service Desk is the perfect solution for organizations looking to improve their service management operations. It is easy to use, scalable and provides integrated business applications that automate workflows and improve process management.

Features:

– Incident management

SolarWinds Service Desk is a comprehensive help desk software solution that consolidates, manages, and prioritizes incoming tickets from multiple channels in one place. In addition, the incident management feature streamlines managing and resolving issues by providing an efficient system for tracking and responding to customer requests.

This allows businesses to deliver great customer service while maximizing efficiency. With SolarWinds Service Desk, companies can reduce the number of duplicate tickets, speed up response times, and improve first-time fix rates. SolarWinds Service Desk also offers a self-service portal for employees to find answers to common questions, submit new tickets, and check the status of their existing tickets.

– IT asset management

Fully integrated IT asset management is a feature of the SolarWinds Service Desk that allows businesses to manage and track their IT assets in one place. This includes devices, software, licenses, and more.

Having a centralized system for tracking this information makes it easy to follow what you have and need and make informed decisions about future purchases. Additionally, seeing all of your assets in one place makes it easy to spot any potential security risks and take steps to mitigate them.

– Change management

Change management is a critical process for ensuring the stability and quality of your IT services. When changes are made to your systems, it is crucial to have a formal process to manage and track those changes. This helps to avoid problems caused by uncontrolled changes, and it also allows you to track the impact of changes on your systems.

The SolarWinds Service Desk change management feature provides a controlled, coordinated process for planning, reviewing, and implementing changes quickly and successfully. This helps your organization avoid the risks associated with unintended changes that can impact business operations.

Change management includes assessing potential impacts, scheduling changes, testing and validation of changes, communication plans, and post-change review. SolarWinds Service Desk provides a complete change management solution that is easy to use and helps you streamline your business operations

Pricing:

• Team – $19

The small teams plan it for an unlimited number of users. The fees start at $19 per month and scale up based on the number of technicians in your team and the client’s device volume. In addition, this package includes critical features like Incident Management, Service Portal, and Unlimited Requestors.

• Business – $39

It offers a Business pricing plan that is perfect for growing teams. The plan costs $39 per month per technician and supports unlimited users. You also access 24/7 customer support and a wide range of features, such as ticket management, asset tracking, and Internationalization.

• Professional – $69

The SolarWinds Service Desk Professional pricing plan is designed for mature IT organizations. It costs $69 per month per technician and supports unlimited users. The price also includes $0.50/month per device. This plan is ideal for businesses that need to manage many devices.

• Enterprise – $89

The Enterprise Plan provides all of the features and functionality of the professional plan, plus additional features designed to support large organizations. These include Visual CMDB and Dependency Mapping, which provide a clear view of the relationships between IT assets. Plus, Multi-Factor Authentication (MFA) adds an extra layer of security. The Enterprise Plan also includes unlimited API calls, making it easy to integrate SolarWinds Service Desk with other applications. SolarWinds Service Desk is an ideal solution for large organizations with its comprehensive feature set and flexible pricing.

Pros

• Unified asset management dashboard
• Available to departments beyond IT
• Onboarding support
• Scheduling reports are accessible and show history.
• Web-hosted solution with support.

Cons

• Does not track installed licenses

Best for Customer Experience Management: OneDesk

OneDesk is the best help desk software because it is easy to use and efficient. It helps you keep track of all your customer support requests in one place to manage efficiently and respond to them.

It also integrates with other software such as Salesforce, which makes it easy to keep track of all your customer data in one place. This makes it easy to get a complete overview of your customer’s interactions with your company. OneDesk is also very affordable, a great value for your money.

Features:

– Project Management

OneDesk allows users to create and manage projects, tasks, and milestones, track progress, and allocate resources.

It is an excellent tool for businesses that need to manage multiple projects simultaneously and provide customer support services. It offers a wide range of features that make it easy to use and customizable to meet the specific needs of each business.

– Customer-facing Apps

OneDesk offers customer-facing apps that allow businesses to communicate with their customers in real-time. These apps include live chat, customer portals, a knowledge base, and web forms.

This allows businesses to provide customer support and collect feedback quickly and efficiently. Additionally, these apps are customizable to match the branding of your business. This ensures that customers have a positive and seamless experience when interacting with your business.

OneDesk’s customer-facing apps provide businesses with a variety of benefits. First, real-time communication allows companies to resolve issues quickly and efficiently. Additionally, customer portals allow businesses to collect valuable customer feedback.

Knowledge bases allow businesses to provide self-service support to their customers, and web forms enable companies to gather contact information from their customers quickly.

– OneDesk Mobile

OneDesk Mobile is a feature of OneDesk that enables users to manage their tasks and projects from their mobile devices. With OneDesk Mobile, users can access their tasks and projects, update their statuses, and submit new tasks. OneDesk Mobile also includes a built-in search feature that makes it easy for users to find the information they need.

OneDesk Mobile is a great way to stay connected to your customers and colleagues while on the go. With OneDesk Mobile, you can reply to customers and colleagues, create new tasks and tickets, and more. OneDesk Mobile is available for both iOS and Android devices.

Pricing:

• Basic Plan – $9

OneDesk’s pricing is straightforward, making it an excellent option for small businesses. The software provides businesses with unlimited customers, projects, tickets, and all the features of OneDesk. In addition, users can purchase the software for $9 per user/month or $540 per year, recurring. This allows businesses to get the most out of their investment.

Pros

• Budget Management
• Percent-Complete Tracking
• Document Storage

Cons

• Limited data export options

Best for Atlassian Customers: JIRA Service Management

JIRA Service Management is a powerful help desk software solution built to offer the freedom of customization with more than 100 built-in features, over ten pre-designed template configurations to choose from, and extensive training resources. The system also takes care of IT service delivery and customer support, providing an efficient and convenient way for teams of all sizes to automate processes, improve collaboration, and deliver excellent customer service.

JIRA Service Management is built on the same Atlassian platform as JIRA Software, Confluence, and Bitbucket. So if your organization uses one or more of these products, it will be effortless to get started with JIRA Service Management. And because it is a cloud-based solution, there is no need to install or maintain any software.

Features:

– Issue management

With Jira Service Desk, you can view all the information about an issue task on a single card. This lets you see the issue’s status, who is working on it, and any relevant comments or attachments. You can also use the search function to find specific problems, update the details, or add new information. Additionally, Jira Service Desk lets you interact with other users working on the same issue. This way, you can collaborate on resolving the problem and keep everyone up to date on the latest developments.

– Self-service Portal

Jira Service Desk’s self-service portal is a great way for end-users to keep track of their support tickets and ensure that they are on the right path to resolving their issues. Not only can they access their tickets and check the status of solutions, but they can also check for outages and other updates that may impact their service.

This allows end-users to be more proactive in their support and ensures that they receive the best possible service. In addition, the self-service portal provides an excellent way for end-users to stay informed about new features and updates that Jira Service Desk offers, making it an essential tool for any end-user. Finally, by simplifying the support process, the self-service portal helps to improve the overall customer experience.

– Automation

One of Jira Service Desk’s most powerful features is its automation capabilities. Automation can be used to streamline processes and eliminate the need for human intervention for tasks that are mundane or repetitive. This can free up your team’s time to focus on more critical tasks. Additionally, automated processes are often more accurate and consistent than manual ones, leading to improved quality of service. Automation can also trigger actions based on specific events, such as an issue being created or updated. For example, you could set up an automation rule that automatically assigns a new issue to the relevant team member. Automation can also generate reports or send notifications, making it an invaluable tool for any service desk.

Pricing:

• Free

The free plan includes three agents and unlimited customers, making it ideal for small businesses. There is also 2 GB of file storage, which is enough for most users. The free plan also allows companies to customize their workflow and add an unlimited number of projects. However, businesses that need more than three agents or 2 GB of storage will need to upgrade to one paid plan. Overall, the Jira Service Desk is a great option for businesses that need a flexible and affordable way to manage customer service.

• Standard – $20

The Standard Plan provides all the core features and functionality of the Jira Service Desk, including support for up to 5,000 agents, global and multi-project automation, alerts and notifications, and 250 GB of file storage. This makes it ideal for businesses with large or complex service desk operations. Also, the Standard Plan includes several advanced features that are not available in the Basic Plan, such as custom branding, SLA management, and integration with Jira Software. So whether you’re looking to improve your customer service operation or simply need a more robust solution for managing your service desk, the Standard Plan is a great option.

• Premium – $45

The Premium Plan offers all the features of the Standard Plan, plus advanced alert integrations, an HR service management template, and unlimited storage. The Premium Plan is ideal for businesses that need extra help managing their service desk. With the advanced alert integrations, companies can be sure that they are always aware of any potential issues. The HR service management template provides a simple way to keep track of employee information. And with unlimited storage, businesses will never have to worry about running out of space. The Premium Plan is an affordable option for businesses that need extra help managing their service desk.

• Enterprise – Custom

The Enterprise plan includes features such as multi-language support, security and controls, knowledge base reports, and a customer service management template. These features make it an ideal tool for businesses with complex pricing needs. The enterprise plan is Jira Service Desk’s most comprehensive and expensive plan. It includes all of the features mentioned above, plus unlimited users, unlimited projects, and 24/7 support.

Pros

• Familiar user interface
• Relatively low pricing
• Low-code or no-code intelligent form creation

Cons

• No asset management features

Best for Mid-Size Businesses: HappyFox

HappyFox is a comprehensive help desk software that enables businesses to manage customer support more effectively. The solution offers powerful features such as ticketing, chat, knowledge base, and reports, which help companies optimize their customer service operations. HappyFox also integrates with many third-party applications, making it easy for businesses to get started. Additionally, HappyFox is available in both cloud-based and on-premise deployments, giving companies the flexibility to choose the deployment option that best fits their needs.

With HappyFox, businesses can provide their customers with a self-service portal where they can find answers to common questions, submit support requests, and track the status of their tickets. The knowledge base feature also allows businesses to create and manage FAQs, making it easy for customers to find answers to their questions. HappyFox also offers a live chat feature that enables companies to provide real-time support to their customers. Finally, the reports feature provides businesses with insights into their customer service operations, helping them identify areas for improvement. Overall, HappyFox is a powerful help desk software that can manage customer support operations for businesses.

Features:

– Ticket Auto-assign

HappyFox’s ticket auto-assign feature is a great way to ensure that your tickets are always routed to the right technician. HappyFox will automatically assign tickets to available technicians based on your criteria using your preferred routing method. This ensures that your tickets are always handled by someone knowledgeable and experienced and who can resolve the issue as quickly as possible. Furthermore, this feature can also help improve your customer satisfaction levels, as customers will be more likely to receive a timely and accurate response to their inquiries.

– Custom email request templates

When you sign up for HappyFox, you gain access to a robust ticketing system that can streamline your team’s handling of customer requests. One of the critical features of HappyFox is the ability to create custom email request templates. This means that you can tailor the form to fit your specific needs and avoid dealing with generic issues. You can also use standard request templates that are designed for common issues. Either way, HappyFox makes it easy to get the information you need from your customers so you can resolve their problems quickly and efficiently.

– Social media integration

HappyFox’s social media integration feature allows you to connect with your customers using your social media channels. By connecting your social media accounts to HappyFox, you can easily send messages to your customers, create support tickets, and track conversations. This feature is available for all major social media platforms, including Facebook, Twitter, and LinkedIn. Also, you can also use HappyFox’s built-in messaging tools to communicate with your team or customers via chat or email. With HappyFox, you can provide an integrated customer experience to satisfy even the most demanding customers.

Pricing:

• Mighty – $29

The HappyFox Mighty Plan is the perfect solution for businesses that need to manage many customer inquiries. You can create separate inboxes for different departments or regions with unlimited mailboxes. You can also customize statuses to help you keep track of tickets and automate processes with smart rules. In addition, the Mighty Plan includes ticket templates, so you can quickly respond to common issues. The Mighty Plan is an invaluable tool for managing customer support with all these features.

• Fantastic – $49

HappyFox’s Fantastic Plan is an excellent option for businesses that need custom ticket queues, SLA breach notification, round-robin ticket assignment, and Kanban view of tickets. With this plan, you’ll be able to create custom ticket queues to keep track of your support requests more efficiently. You’ll also be notified of any SLA breaches so you can take action quickly. Moreover, the round-robin ticket assignment feature will ensure that your support requests are evenly distributed among your team. And finally, the Kanban view of tickets will allow you to see all of your support requests in one place to prioritize them more effectively.

• Enterprise – $69

The HappyFox Enterprise Plan is designed for businesses that need advanced ticketing features and extended support. With this plan, you can access task management, scheduled tickets, load-balanced ticket assignment, and SLA live timer. This plan is perfect for businesses with a high volume of customer support inquiries. With the Enterprise Plan, you can ensure that your customers will always receive prompt and professional service.

• Enterprise Plus – $89

The Enterprise Plus plan from HappyFox is the most comprehensive and feature-rich option for businesses that need a top-tier customer support solution. It includes agent scripting, advanced audit logs, 2 TB of attachment storage, and around-the-clock email/chat/phone support. This plan is perfect for businesses with high volumes of customer support requests or complex support needs. With HappyFox, you can be confident that you’re getting a top-quality product backed by excellent customer service.

Pros

• Tight integration with Slack
• Easy multi-step ticket management
• Excellent and free training resources
• User-friendly design

Cons

• Some features such as asset management only available at enterprise tiers
• No call management features

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Final Thoughts

The best help desk software for your business is different from the best one for another company. You need to consider how many employees & clients you have, what industry you’re in, and how fast your customer service needs to be before making a purchase decision.

We recommend finding an all-inclusive package that includes ticketing systems, phone support services, and live chat features.

The help desk software you choose should also have a good reputation for user-friendly and reliable.

We’ve provided a list of the best help desk software options to help you make an informed decision.

Each of these programs has been selected based on its ability to streamline customer support and improve productivity.

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