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Typical Features

  • Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Ticket Management
  • Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Knowledge Base
  • Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Alerts (Escalation)
  • +13 more

Prices

66% software offer free trial

21% software offer freemium model

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Showing 1 - 20 of 150 Products

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Freshdesk logo
Redefining your customer support 4 Based on 2921 Ratings
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What is Freshdesk and how does it work?

A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service providers such as Insurance, Healthcare, Real Estate etc. It offers a host of features and customization functionalities like multi-channel help-desks, ticketing, SLA management, Self Service Portals, SEO ready FAQ section, smart automations, complete customization capabilities that boost productivity. It is priced affordably and is life-time free for the first three agents.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 98%
  • Reviews 96%
  • Momentum 65%
  • Popularity 92%

Freshdesk Pricing

  • Free Trial Available
  • Starts at $15.00. Offers Free-forever plan.

97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

LiveAgent logo
All in one platform for customer query 4.6 Based on 1422 Ratings
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What is LiveAgent and how does it work?

A simple and secure platform, with multi-features such as Help Desk, Live Chat and Call Center. Customer service key features of the software help in prioritizes the communication from different channels. Emails converted to tickets, real-time chat messenger, phone calls received, routed or called back and 24/7 support available. 39 translations available, gamification-Rewards & Badges, and can be used through mobile apps like Android and ios. It also enables you to connect to social media channels such as Facebook and Twitter for monitoring of brands and quick response to clients/customers. A help desk software for small and medium business.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 82%
  • Momentum 73%
  • Popularity 93%

LiveAgent Pricing

  • Free Trial Available
  • Starts at $15.00. Offers Free-forever plan.

97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

SysAid logo
Unique ITSM Solution with Multiple Service Desk Features 4.4 Based on 646 Ratings
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What is SysAid and how does it work?

SysAid is an ITSM, Service desk, and Help desk software solution that integrates all the essential IT tools into a single product. Its powerful set of features consists of a Help desk, IT Asset Management, and various easy-to-use tools for analyzing and optimizing IT performance. SysAid’s IT Asset Management arm manages the IT hardware, software, and mobile assets apart from providing benefits of an integrated ITSM and IT asset management solution. It easily discovers the assets in the user’s network and views the entire status of their hardware components and software products. SysAid Help Desk delivers all the essentials: a superior ticket management tool, IT asset management, mobile device management, chat, self-service, mobile apps, password reset, industry benchmarking, and more. It even provides a variety of sophisticated and user-friendly analytics tools in order to obtain a more accurate and holistic view of the user’s IT service performance.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 88%
  • Momentum 67%
  • Popularity 94%

SysAid Pricing

  • Free Trial Available
  • SysAid Offers Custom plan.

97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Zoho Desk logo
Industry’s first context-aware help desk application. 4.4 Based on 3417 Ratings
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What is Zoho Desk and how does it work?

It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call center solution to address the issues of the customers. It has social support integration that allows you to answer your customer queries in their favourite social media channels like Twitter and Facebook. In addition, it has a separate knowledge base which contain answers for frequently asked questions. Along with this, it has reporting tool and analytics feature using which your managers can identify the issues related to your agent’s performance.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 87%
  • Momentum 66%
  • Popularity 92%

Zoho Desk Pricing

  • Free Trial Available
  • Starts at $14.00. Offers Free-forever plan.

97% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Help Scout logo
Keep your customers happy with the integrated service tool 4.3 Based on 552 Ratings
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What is Help Scout and how does it work?

Help Scout is an all in one customer service platform that helps small businesses, growing startups and non-profit organisations to manage customer relationships. The platform provides a shared space to all customers where they can receive information through emails. Businesses can post helpful articles on their website so that customers can resolve problems on their own. Integrated live chat sessions with customers help businesses collect feedback and make further strategies accordingly. Help Scout also maintains reports about relevant business operations. Users can filter, export and access the information within a couple of clicks. The platform allows users to integrate 50+ tools from their everyday use into the workflow, making it more efficient and familiar. To ensure appropriate protection, Help Scout uses advanced security features like SSO, SAML authentication, IP address restriction and HIPAA compliance. Help Scout aims to empower businesses with tools that can help people in the most humane way possible.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 97%
  • Reviews 87%
  • Momentum 66%
  • Popularity 95%

Help Scout Pricing

  • Free Trial Available
  • Starts at $20.00.

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

osTicket logo
Manage tickets with ease 4.3 Based on 96 Ratings
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What is osTicket and how does it work?

osTicket is an open-source helpdesk management software solution that offers both IT asset management and ticket management within the same head. The software is most suited for small and medium-sized enterprise customers. It offers a built-in portal for customers to submit their tickets and track the request status. The auto-assign option helps in automatically routing incoming tickets to the most appropriate departments and members according to their descriptions. On successful submission of tickets, an automated email response is sent out to the customers to keep them posted about the latest update on the queries/issues. osTicket also offers an interactive dashboard and different reporting modules that allow teams to prepare customized reports. The data-rich reports are crucial for the IT department and can be used to gain complete insight into the helpdesk operations like ticket handling procedures, and staffing levels. Additional features such as powerful ticket filter, help topics library ticket locking mechanism to avoid dual response, etc. make os Ticket a complete helpdesk package for enterprises.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 83%
  • Momentum 72%
  • Popularity 83%

osTicket Pricing

  • Free Trial Available
  • Starts at $9.00. Offers Free-forever and Custom plan.

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Jitbit Helpdesk logo
Your go-to customer service software 4.4 Based on 106 Ratings
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What is Jitbit Helpdesk and how does it work?

Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based businesses. It is easy to use and provides thorough support to customers. It enables you to send emails to the helpdesk and start managing the raised tickets. SaaS and IT versions integrate with over 500+ applications like mailboxes, Google Drive, etc. There is also a cloud version that is secure, powerful and easy to set up. The software comes with apps across both Android and iOS devices where customers can keep viewing the details of the ticket until it is resolved. The helpdesk automation feature of Jitbit helps you to have control over your raised tickets. Its team mailbox allows you to prioritise your tickets. With this app, users can type innovative replies for knowledge-based articles. The software allows you to seek feedback from customers through the ‘Ideas’ forum. Moreover, you can also sign-in to your Google Account from the Azure account. You can manage your IT service request tickets by its IT ticketing system. The app is customisable and you can easily monitor your organisation’s assets.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 84%
  • Momentum 70%
  • Popularity 83%

Jitbit Helpdesk Pricing

  • Free Trial Available
  • Starts at $24.92. Offers Custom plan.

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

TeamSupport logo
Better Support, Better RoI 4.4 Based on 767 Ratings
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What is TeamSupport and how does it work?

TeamSupport is revolutionising customer support by ensuring optimal service at minimal prices, resulting in better RoI. From customer management to ticket management, products and inventory, collaborations, integrations, customer self-service, and reporting and analytics, this B2B customer support software solution is all about the ergonomics. Features like Customer Distress Index and Alerts, Issue Tracking, Built-in Live Chat and API built to support integration with internal systems, TeamSupport in a highly customisable, out-of-the-box solution for enhancing Business to Business support without losing focus of the end customer. TeamSupport comes with native integration functionality that lets you focus on your customers and a scalable help desk designed to suit to needs of any organisational setup.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 92%
  • Momentum 61%
  • Popularity 87%

TeamSupport Pricing

  • Free Trial Not Available
  • TeamSupport Offers Custom plan.

96% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Gorgias logo
An eCommerce helpdesk management service that facilitates the best customer experience 4.3 Based on 25 Ratings
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What is Gorgias and how does it work?

Gorgias is an efficient customer service management software that is specially designed for online stores. The software enables businesses to deliver relevant solutions to customers’ problems within minutes. Brands also get to access all the customer relevant data at a centralised location, to proceed with seamless order editing, payment refunds and subscription modifications. It even helps to offer a personalised experience to individual visitors. Thus increasing the overall conversion rates and turning them into loyal buyers. Grogias enables online stores to respond to multiple questions asked by each customer, related to products that they see on different social media ads and posts. This helps to improve the overall engagement levels with individual clients and increase sales of related products. Moreover, a dedicated dashboard helps organisations to get a clear overview of sales generated by their business agents over social media answers, text messages and live chats on the website. Georgia, being hosted on the Google Cloud platform, uses a layered security model to keep brands as well as their customers’ data completely safe.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 80%
  • Momentum 71%
  • Popularity 87%

Gorgias Pricing

  • Free Trial Available
  • Starts at $10.00. Offers Custom plan.

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Kayako logo
Robust help desk tool for quality customer support 3.7 Based on 278 Ratings
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What is Kayako and how does it work?

Kayako is a help desk software as well as a CRM software for keeping both internal team and customers happy. You can monitor customer conversation and queries over any preferred social media channel and facilitates in personalizing customer service. It offers ecommerce support as well. This internal help desk software offers support in diverse arenas like IT, finance & HR. Kayako features live chat, help center ticket and email facilities. It further has the login only Help Center that helps users answer their own queries. It can automate workflow, has virtual forms to fetch the info it requires, offer canned response, generate reports, create user profile, can map customer journey etc.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 81%
  • Momentum 66%
  • Popularity 89%

Kayako Pricing

  • Free Trial Available
  • Kayako Offers Free-forever and Custom plan.

94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Kustomer logo
Customer Support That Goes Beyond Ticketing 4.2 Based on 372 Ratings
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What is Kustomer and how does it work?

Kustomer is an efficient CRM solution that helps enterprises deliver robust support services to their clients. Powered by AI and process automation, the software goes beyond ordinary ticketing systems, standardising repetitive tasks such as contextualising conversations or sending a basic response. Thus enabling the support team to focus their energy on other relevant tasks. The intelligent system identifies subject matter within every inbound conversation and gets individual customers routed to the right resource. It also allows supervisors to track and intervene during live conversations, if needed. With the flexible software, enterprises can allow their customers to reach out from anywhere, at any time, using the channel of their convenience. Further, with Kustomer organizations get access to AI powered productivity tools, which ensures greater levels of collaboration, segmentation and content management. The software provides comprehensive data security through AWS in certified data centres. It applies security checks, third-party monitoring, to endure data security right at the code level as well as through the entire software development process.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 78%
  • Momentum 66%
  • Popularity 88%

Kustomer Pricing

  • Free Trial Available
  • Starts at $29.00.

94% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Agiloft logo
Lifecycle Management Tool That Can Do Anything For You 4.7 Based on 84 Ratings
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What is Agiloft and how does it work?

The Agile contract lifecycle management software is built to work the way you desire it to. The Contract Management Suite by Agiloft can automate the entire contract lifecycle for your business, streamlining approval processes and integrating contract details into relevant business processes. The automatic notifications and single click approvals help eliminate approval bottlenecks, the contract repository keeps the full text of every contract on your fingertips, and the actionable insights assist you in making informed budget configurations. The flexible workflows make Agiloft suitable for business organisations of varying character, one-click contract creation with automatic audit trail bring in efficiency of operations and automatic redlining eliminates the risk of rogue edits slipping into final documents.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 78%
  • Momentum 71%
  • Popularity 84%

Agiloft Pricing

  • Free Trial Available
  • Agiloft Offers Free-forever and Custom plan.

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Salesforce Service Cloud logo
Making customer experience smoother 4.6 Based on 1545 Ratings
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What is Salesforce Service Cloud and how does it work?

Salesforce Service Cloud is help desk software that allows customers to obtain answers quickly by connecting them to knowledge articles, account information, and community members. It's an all-in-one platform that allows you to link everything from your client data to your service specialists. You may use Salesforce Service Cloud to include AI-powered chatbots to quickly answer client issues. With Slack and Service Cloud, you can provide a personalized, all-digital experience for your consumers. It allows for cross-company case swarming, which speeds up the resolution of issues. You can bring together teams to respond quickly to issues involving several customers. By intelligently exposing relevant messages, files, channels, and people, you can turn every agent into an expert. You can support customer interactions across all channels using Salesforce. It helps you because you may use intelligent workflows to automate company activities and use smart productivity tools to improve call center administration. Furthermore, every client engagement generates shared, actionable insights. You can easily increase revenue and upsell by utilizing the power of AI.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 93%
  • Momentum 64%
  • Popularity 65%

Salesforce Service Cloud Pricing

  • Free Trial Available
  • Starts at $25.00.

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Vision Helpdesk logo
Fully-featured multi-channel help desk software 4.4 Based on 77 Ratings
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What is Vision Helpdesk and how does it work?

Vision Helpdesk is an all-in-one multi channel help desk software.This customer support help desk tool assist support desk or customer support agents in receiving, processing and responding to service or incident requests.With the help of this software, you can centralize your entire customer communications via phone, chat, e-mail, web portal, facebook twitter etc. Vision Helpdesk provides attractive help desk features like ticketing, blabby – staff collaboration, help desk ticket billing, help desk gamification, task management knowledge base management, help desk automation, time tracking, SLA rules and ticket escalation, supports multi language, customer support survey etc.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 82%
  • Momentum 61%
  • Popularity 85%

Vision Helpdesk Pricing

  • Free Trial Available
  • Starts at $12.00.

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Reamaze logo
Connect and help your customer in real-time 4.7 Based on 181 Ratings
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What is Reamaze and how does it work?

Reamaze is an integrated customer service, live chat and helpdesk platform for online businesses that help them to deliver better service and engagement. The platform consolidates all the customer support channels and makes them respond faster. Reamaze combines live chat, email, video call, mobile SMS, social media VoIP and push notification conversations seamlessly so that the support team can focus on providing amazing customer experiences. It also helps teams to collaborate using assignments, notes and shared views. The platform’s help desk allows users to access multiple storefronts and websites, so they could easily connect with their customers. It also helps to attract and convert more customers using modern chat features, dealing with them in real-time and sending targeted messages for better engagement. Reamaze includes a live dashboard that monitors browsing activity, shopping data and geolocation on the brands’ site and messages them directly.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 99%
  • Reviews 82%
  • Momentum 65%
  • Popularity 84%

Reamaze Pricing

  • Free Trial Available
  • Starts at $27.55. Offers Custom plan.

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

HelpDesk logo
Ticketing Software for Intuitive Customer Support 4.3 Based on 46 Ratings
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What is HelpDesk and how does it work?

HelpDesk is a ticketing tool that functions as a help desk software that aids the customer management efforts of organizations. The tool seamlessly blends together all email communication by converting every email into tickets and organizing them. Users can also collaborate with team members, assign the generated tickets to the right stakeholders, and deploy features like tags and private notes to manage the tickets. They can also browse old messages to find any required details. HelpDesk also uses established security practices to encrypt, process and store every piece of conversation. Users can sign up for free for a trial period and the basic plan consists of features such as unlimited users, email channels with a shared inbox, all the collaboration tools, canned responses, high security, as well as chat and email support. Other features include categories, filters, smart search, ticket details, attachments, statuses, spam filters, and more.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 99%
  • Reviews 75%
  • Momentum 64%
  • Popularity 80%

HelpDesk Pricing

  • Free Trial Available
  • Starts at $29.00. Offers Custom plan.

93% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Front logo
Easy and fast help desk software 4.7 Based on 1046 Ratings
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What is Front and how does it work?

Front is an efficient yet easy to follow help desk software, which is available in both SaaS as well as Web-based version.It can be run on multiple platforms like Mac, Windows, Android and iOS. The software enables you to select owners for every messages, take care of customer complaints faster via shared drafts and comments, automate replies with rules, exceed customer SLAs etc. The tool allows clustering all communication channels in one places like Twitter, phone calls, email support, chat, Facebook and more. For using this software one does not require undergoing any sort of training. Front comes featured with automated routing, incident management, ticket management etc.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 99%
  • Reviews 89%
  • Momentum 62%
  • Popularity 78%

Front Pricing

  • Free Trial Not Available
  • Starts at $19.00. Offers Custom plan.

92% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Trengo logo
Integrated inbox and robust chat support platform 4.7 Based on 61 Ratings
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What is Trengo and how does it work?

Trengo is an integrated inbox application that brings inboxes of the different messaging and social media platforms like WhatsApp, Messenger, Instagram, etc to one single team platform. Having such a unified platform ensures that there is no delay in giving responses to any of the messages and, on the other hand, customers can stick to their preferred way of reaching out to the company. Enterprises can add multiple users and teams to handle all the messages of the inbox. The internal chat and tagging features allow the sharing of notes and comments between the team members. The software also facilitates multiple live chat sessions on its platform so that the chat support executives can handle several customers at a time. To make sure that the customers get notified every time a message is sent by the chat support team, one can enable the inbuilt push notification module. Support executives can even directly call the customers over the web through the platform's internal calling module. Besides chat and call, Trengo also enables enterprises to easily create help centers, flobots, and chatbots. These add-ons can be integrated with the original setups, freeing up the support team involved with customer queries to a certain degree. Businesses can also have an unlimited number of agents, archives and channels, quick replies, bulk actions, statistics, Zapier integration, APIs and a lot more.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 98%
  • Reviews 68%
  • Momentum 68%
  • Popularity 89%

Trengo Pricing

  • Free Trial Available

92% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Deskpro logo
Reliable helpdesk for you with a high level of extensions 2.8 Based on 56 Ratings
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What is Deskpro and how does it work?

Deskpro helps enterprises deliver enhanced helpdesk customer service to clients. The app supports different countries, time-zones, and languages. It has the extension to integrate 1000+ softwares. Not only this but one can also build new apps one the software’s platform. The CRM search option in the software lets admins search for users or organizations using powerful technology. Deskpro also brings team collaboration support, which allows resolving customers' issues effectively. Furthermore, any agent from this helpdesk app can be deleted or their account can be converted into a user profile. With the agent activity log, brands can monitor how agents are using and interacting with the helpdesk. There are dozens of built-in reports in the app to gain knowledge of key areas of different aspects of the helpdesk performance. In addition to this, the content created on Deskpro can be converted into more than 25 languages. All these have made Deskpro a globally trusted helpdesk solution.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 100%
  • Reviews 72%
  • Momentum 66%
  • Popularity 82%

Deskpro Pricing

  • Free Trial Available
  • Starts at $29.00. Offers Custom plan.

92% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Atera logo
Remote management and monitoring for MSPs and IT pros made easy 4.6 Based on 335 Ratings
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What is Atera and how does it work?

Atera is a remote monitoring and management software that provides complete visibility and control over hundreds of networks to MSPs and IT professionals in real-time. The software enables users to offer instant and exceptional IT support to their valuable customers across the globe. One of the main features of Atera is that it sends real-time notifications to users about the potential problems that may happen so that users can prepare themselves in advance. In addition, businesses can also depend on the same to receive real-time status on system resources, networking and IP monitoring, logged in customers, SQL Server, Active Directory and many other essential elements. Further, the IT automation services provided by the software also come in handy to manage a variety of administrative and maintenance tasks that can be applied to workstations and servers in no time. Atera comes with an automated Patch Management system that can be applied to individual devices and groups as per convenience. Finally, the remote maintenance capabilities offered by Atera helps out companies with their service manager, command prompt and task manager facilities.

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SW Score Breakdown The SW Score breakdown shows individual score for product features.Read More

  • Features 96%
  • Reviews 88%
  • Momentum 65%
  • Popularity 88%

Atera Pricing

  • Free Trial Available
  • Starts at $99.00.

Pricing Insights for Help Desk Software

  • The Average Cost of a basic Help Desk Software plan is $20 per month.

  • 66% of Help Desk Software offer a Free Trial Allows users to try out the software for a limited period before making a purchase decision. , while 21% offer a Freemium Model Allows users to access basic features at no cost..

List of Help Desk Software

PRODUCT NAME SW SCORE AGGREGATED RATINGS
Freshdesk Freshdesk 98 4
LiveAgent LiveAgent 97 4.6
SysAid SysAid 97 4.4
Zoho Desk Zoho Desk 97 4.4
Help Scout Help Scout 97 4.3
osTicket osTicket 96 4.3
Jitbit Helpdesk Jitbit Helpdesk 96 4.4
TeamSupport TeamSupport 96 4.4
Gorgias Gorgias 96 4.3
Kayako Kayako 95 3.7

Overview

Helpdesk can be defined as a function or resource set up to provide customers/end users with necessary information and satisfy their queries. A help desk software helps companies resolve customer grievances with greater efficiency and automate the entire workflow. The purpose of using it is to keep customers happy with prompt answers and automate customer services.

Certain aspects need to be focused on investing in any help desk software, to ensure you get a software solution that satisfy your customer care business needs. Refer to the points below

  • Functional capability: If the operational capabilities of the software are limited, then it is not worth buying. The software should be able to perform ticket assigning, escalating, routing and canceling tickets beside others. 
  • Database capability: How much content it can handle is important to consider. The customer base you have is also an influential factor to focus. 
  • Customization: It should allow customization to adapt to your basic workflow. If it does permit personalization, do not opt for it. 
  • Email compatibility: The help desk tool needs to be friendly with your email client, an email is generally an essential component of your customer support service.

Features

Typical Features

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Automated Routing

Helps automatically routing queries and data to the right agent

Customizable Branding

Facilitates brand marketing as per the brand-owner's requirement and preference

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Macros (Templated Responses)

Helps in storing, creating and sending canned or pre-written responses to main the discussion flow

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Document Storage

Helps in storing the documents electronically and in a systematic way

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

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