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Front is how companies scale customer communication, combining the automation of ticketing software with the personal touch of email. Learn more about Front
Yes—you can scale and keep the human touch. Front is a customer communication hub that brings every channel into a single platform, combining the automation of ticketing software with the personal touch of email. Workflow automations and integrations help teams craft personalized replies, faster. Analytics help leaders track team and customer metrics like never before. Customer service teams of 5 and 5,000 alike use Front to scale their communication without sacrificing speed or efficiency. Learn more about Front

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Increase customer satisfaction and team efficiency with Intercom’s market-leading messenger, smart automation and self-service tools. Learn more about Intercom
Intercom enables personalized customer service at scale, increasing customer satisfaction and support team efficiency. Powered by a modern messenger, smart automation and self-service tools, along with all the features you need from a modern support solution including a next-gen omnichannel inbox, conversation routing, workload management, reporting and more. Learn more about Intercom

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI. Learn more about SolarWinds Service Desk
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Zendesk offers the industry leading customer service solution. Learn more about Zendesk Suite
Zendesk offers the industry leading customer service solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster. Learn more about Zendesk Suite

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today. Learn more about SysAid
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today." Learn more about SysAid

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based IT support software for SMBs with in-house and remote teams. Learn more about GoTo Resolve
GoTo Resolve is IT support software built for SMBs. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster. It combines game-changing IT management and support software with conversational ticketing and a zero trust architecture into a single consolidated tool. It is simple, secure, flexible, and free to use. Looking for GoToAssist? GoTo Resolve includes the same remote support functionality and more. Learn more about GoTo Resolve

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer Learn more about Salesforce Service Cloud
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level. Learn more about Salesforce Service Cloud

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient. Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere. Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets. By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient. Learn more about NinjaOne

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConnectWise Manage Help Desk: Powerful ticketing system with centralized communication & integrates with tools you currently use. Learn more about ConnectWise Manage
Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently. Learn more about ConnectWise Manage

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Extremely flexible service desk and asset management platform with a user-friendly way to chat with potential customers. ON PREMISE. Learn more about Mint Service Desk
Mint Service Desk is a powerful SELF-HOSTED platform that contains the functionality of the service desk and asset management all in one. AVAILABLE ON-PREMISES. Key features: - flexible asset management structure - ticketing system integrated with asset management - email integration - custom ticket types - dynamic fields - document templates and many more. Mint Service Desk is certified by SERVIEW. KEY DIFFERENCE COMPARED TO COMPETITORS - ADDITIONAL CUSTOMIZATIONS. Learn more about Mint Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot. Learn more about HubSpot Service Hub

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now! Learn more about Atera
Atera is an all-in-one, cloud based, IT service & support solution that provides a powerful and integrated help desk solution built for MSPs and IT professionals. Atera includes everything you need in one place: Full remote monitoring and management (RMM), remote access, help desk, ticketing, chat, network discovery, PSA, reports, billing and so much more. Start your free trial today! Learn more about Atera

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions. Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and more. Join companies like BMW, Yamaha and Huawei in delivering world class customer service. Start with a 14-Day trial, no credit card needed, no contracts. Learn more about LiveAgent

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly. Learn more about HelpDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The smart customer engagement platform that unifies all messaging channels into one single view. Make customer communication easy. Learn more about Trengo
Discover Trengo, the smart customer engagement platform that unifies all messaging channels into one single view. Answer messages from traditional channels like Email, VoIP and SMS; but also modern channels like WhatsApp, Facebook Messenger, Instagram, Twitter, Website chat, Google Business messages, WeChat & Telegram from one platform. Use the powerful collaboration features, automate conversations with bots, and measure CSAT via any channel. Make customer communication easy. Learn more about Trengo

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise. Learn more about Bitrix24
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for teams up to 12 support agents. Learn more about Bitrix24

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. Learn more about Agile CRM
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless. Learn more about Agile CRM

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform. Learn more about EngageBay

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tidio is a help desk platform that enables you to provide superb customer support and generate sales with live chat & chatbots. Learn more about Tidio
Tidio is a powerful, all-in-one help desk platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Additionally, you can connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms. Learn more about Tidio

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Get your help desk software set up in as little as 24 hours with our industry-leading, 100% U.S.-based 24/7 customer support. Learn more about Issuetrak
New in 2021: Offering ADFS or Azure AD with our Active Directory module! Does your help desk need some help? With your choice of cloud or on-premise software, Issuetrak is as simple as you need, or as customizable as you want. Unlimited free end users can submit, edit, and close tickets — and thanks to our easy multichannel submission options, they won’t need training to do it. Improve and automate your workflows, manage visibility, report with dashboards, manage assets, and more! Learn more about Issuetrak

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more. Learn more about GreenRope
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences. Learn more about GreenRope

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
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Teamwork creates business management applications for teams of all sizes & industries, so you can be more efficient, organized & happy. Learn more about Teamwork Desk
Teamwork Desk is a ticketing system designed to easily manage customer queries, saving you time and money. The help desk software helps your team efficiently manage your client requests in one central location - ensuring you deliver an exceptional customer experience. Learn more about Teamwork Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY. Learn more about Gorgias
The ONLY helpdesk specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial in minutes. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Proactive customer support tool designed to reduce tickets and improve customer experience with dynamic chat and a help desk features Learn more about Froged
The all-in-one solution to provide proactive customer support, increase customer engagement & improve retention. Our tool is designed to nurture your customers throughout their entire lifecycle. Serve your customer's unique needs with dynamic chat, personalized product flows, email campaigns, an integrated knowledge base, and automated messages. With FROGED you will be able to increase engagement, retention, and reduce churn. Over 2K integrations available. Start a 7-day FREE trial today! Learn more about Froged

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
HaloITSM is a single, all-inclusive ITSM software solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike. It wont just standardize your processes, but it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future. Learn more about HaloITSM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kaseya BMS is a next-gen Help Desk management solution, that lets you spend less time tracking tickets & more time making clients happy Learn more about Kaseya BMS
Everything you need to run your IT business - All At One Low Price. Kaseya BMS is the most functionally rich business management solution on the market today, built to support all your IT business back-end requirements: Service Desk, CRM, Finance, Project Management, Billing, Time & Expense Tracking, Inventory Management, and more. Start your free trial! Learn more about Kaseya BMS

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales! Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support. The HelpOnClick Live Chat software includes the following main features: Real-time traffic monitoring Virtual chat agent Customizable icons and texts Integration with Facebook Integration with major CRM, CMS, Help Desk systems Learn more about HelpOnClick

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
OneDesk's software combines helpdesk and project management into a single application. Manage customer tickets and projects in one app. Learn more about OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows. Learn more about OneDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Easy to use, adaptable and proven in IT teams over 25 years - take full control of support & offer exceptional customer service. Learn more about Sunrise ITSM
Sunrise software delivers a help desk and beyond to delight your customers, not just assist your IT department. Sunrise manages your help desk with over 30 different services designed to enable customer support. Sunrise's highly configurable support software features easy tailoring of functions like self-service and automation to meet your requirements, with reporting and open integrations. Read customer testimonials and watch our demo videos of IT Service Management at www.sunrisesoftware.com Learn more about Sunrise ITSM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency. Learn more about Remote Support

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Provide exemplary customer service with Zoho Desk's multichannel, multi-department capabilities and powerful AI assistant, automations.
Zoho Desk is the award-winning, context-aware help desk software along with multichannel capabilities. Zoho Desk packs advanced multi-stakeholder process management, embeddable self-service, a powerful AI assistant and brings together all the tools and context your teams need to deliver great customer service. Zoho brings decades of experience in building, deploying, maintaining, and supporting on-premise and cloud software. Our free plan gives you 3 users free to head start your operations Learn more about Zoho Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Premium Live Chat and Help Desk Software used by 36,000 businesses. Try LiveChat and turn your team into customer service rockstars!
Premium Live Chat and Help Desk Software for business. LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat - join over 30,000 companies from over 150 countries and try LiveChat now! Learn more about LiveChat

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time. Learn more about NICE CXone

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Ireland Local product
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today! Learn more about Spiceworks

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license. Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures. Learn more about ISL Light

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  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too!
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs. Learn more about Freshservice

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world. Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more. Supremo is customizable and UAC compatible. It can be used on an unlimited number of devices and requires no configuration or installation. Learn more about Supremo Remote Desktop

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins. Learn more about Help Scout

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features include: - Live Chat - Chatbot - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps Try HelpCrunch for free for 14 days. Learn more about HelpCrunch

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management.
ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management , Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand. Learn more about ManageEngine ServiceDesk Plus

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. Learn more about Vivantio

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Kayako - Live Chat Software made personal and simple to unify customer service across chat, social, email and phone.
With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences. Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team. Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex. Learn more about Kayako

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Reputation provides a 360-degree view of online reputation to effectively manage reviews, business listings, social, & customer surveys
Reputation has changed the way companies improve their customer experience (CX) through customer feedback. Our platform translates vast amounts of solicited and unsolicited feedback data into insights that companies use to learn from and grow - including CX, Operations, and much more. We refer to this process as Reputation Experience Management, a category we created. Learn more about Reputation

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition. Learn more about Yonyx

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing

Help Desk Software Buyers Guide

What is help desk software?

Help desk software lets organizations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.

By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organization's existing knowledge base. Help desk software is also known as IT ticketing systems.

The benefits of help desk software

  • Increase customer satisfaction. High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
  • Improve employee productivity. When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.

Typical features of help desk software

  • Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
  • Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
  • Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
  • Self service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
  • Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.

Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.

Considerations when purchasing help desk software

  • Integration with existing customer tools. If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
  • Try before you buy. As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
  • Be realistic about your budget and the total cost of ownership. As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent $1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.

A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:

  • Conversational user interface and help desk chatbots. Alexa and Siri have popularized the idea of a conversational user interface - using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
  • AI and "anticipatory customer service." AI and machine learning are hot topics in just about every industry right now, and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to a Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.