10 Help Desk Software For IT And Customer Service Agents

By Indeed Editorial Team

Published 20 September 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Answering and resolving internal and external requests and issues consumes a lot of time for customer service and IT support professionals. Help desk software provides centralised information and excellent support management service to handle these queries while enhancing customer experience. If you have an interest in working in the IT support or customer service department, learning about various help desk tools can help you excel in your career. In this article, we discuss what a help desk tool is and explore 10 tools for providing a seamless customer experience and resolving external and internal complaints.

What Is Help Desk Software?

Help desk software is a program that IT service and customer service teams use to answer customer and employee queries. The primary function of these tools includes managing various support requests, tracking and performing reports and providing self-service options. Typically, customers and employees submit queries and request information using web forms, emails, chats, self-service modules and social media. Using these service desk tools is an excellent way to enhance customer experience because these tools merge all customer support interactions in a single omnichannel tool. Some critical functionalities of a service desk software are:

  • Automation suite

  • Ticket management system

  • Reporting and optimisation

  • Live chats

  • Shared email or messaging inbox

Some common types of service desk tools are:

  • Cloud-based: A cloud-based or web help desk is a tool hosted online through a vendor's site. For using the tool, users log in to the application.

  • Self-hosted: A self-hosted tool gets installed directly on the server. You can purchase a self-hosted third-party help desk tool.

  • Open-source: Open-source service desk tools give developers access to the source of a coding program. This helps an organisation customise the software based on their requirement.

Related: What Is Customer Service? Definition And Career Advice

10 Help Desk Software Tools

Here is a list of options for help desk tools:

1. Freshdesk

Freshdesk is a popular and user-friendly help desk tool providing many features to increase business workflow efficiency. This cloud-based ITSM tool is ideal for large IT and customer service teams. One unique value proposition of the tool is that it manages incoming tickets from various channels, like chats, web forms, emails and social media at one location. The tool automatically streamlines and organises tickets and allocates an agent to provide a quick resolution. Some common features of Freshdesk include:

  • Allow agents to answer support calls

  • Provide workplace automation

  • Offer a shared inbox along with chat functionalities

  • Provide in-depth metrics and analytics

While Freshdesk is free to use, you can get growth extension plans that offer many other features like CSAT surveys and reports, round-robin routeing and a multilingual knowledge base.

Related: What Is A Customer Care Executive? (With Duties And Skills)

2. Kustomer

Kustomer is a unique customer service and helps desk platform that helps an organisation manage high support volume. The tool uses the excellent self-service option to resolve complaints and conversations on every digital channel. Their intuitive platform provides access to past conversations, order histories and resolved customer queries. One unique value proposition is that Kustomer allows team members to maintain a single conversation thread with clients, either through voice, social media, email or SMS. Some key features of Kustomer include:

  • Allowing customers to find answers

  • Providing sentiment analysis

  • Ensuring live editing auditing

  • Offering agent routeing

  • Using AI to reduce repetitive tasks and answer common questions

The ultimate purpose of Kustomer is automating help desk tasks and streamlining processes.

3. SolarWinds service desk

SolarWinds is a modern-day IT service management (ITSM) tool that helps remove barriers to employee support services. This intuitive tool is a fully integrated and cloud-based software that standardises service processes and ensures faster resolution of customer complaints and tickets. Some features of this software are:

  • Helping in incident management by keeping incoming tickets organised

  • Providing comprehensive support for asset management

  • Capturing data from your service desk

  • Offering an extensive help desk knowledge base

  • Providing risk management

SolarWinds offers a free trial and various paid plans based on the business requirement. With every plan, there is an increase in the features and benefits offered.

4. KB support

KB support is a help desk plugin that primarily works only for WordPress websites. The tool's ability to collect enquiries and convert them into tickets through email and web forms makes KB Support a noteworthy plugin. Some additional features offered by KB support are:

  • Offering fully customisable ticker submission forms

  • Providing an extensive and integrated knowledge base that provides answers to frequently asked questions

  • Defining an organisation's response and resolution time while monitoring the performance

  • Restricting agents from accessing tickets assigned to someone else

  • Assigning ticket automatically based on the active tickets of an agent

While the KB support plugin is free to use, you can purchase an extension that offers many other features like canned replies and integration with other software.

Related: Guide: What Does A Customer Service Representative Do?

5. SysAid

Unlike other options mentioned on the list, SysAid is software that manages itself. The help desk tool integrates with asset management, providing advantages for both. SysAid transforms customer support professionals' productivity, drives value across the organisation and enhances user experience. This platform focuses on automation that helps customer support professionals manage as many tickets as possible. Some common features of SysAid include:

  • Ensuring dedicated customer success manager

  • Providing a one-touch customer experience

  • Offering third-party integration

  • Providing task, workflow and self-service automation

  • Ensuring service level management

  • Delivering advanced customisation

The self-service feature of SysAid allows users to find answers to their queries without using an agent's time. Users can even submit requests through live chats, emails and phones.

6. Salesforce Service Cloud

For organisations looking for enterprise-level technical support, Salesforce Service Cloud is an appealing option. Using this help desk tool, companies can scale and grow their business while building customer loyalty with each interaction. With this tool, organisations automate redundant tasks and increase customer service teams' productivity. Using Salesforce Service Cloud, organisations can support customers on any channel at any time at any scale. Some features of Salesforce Service Cloud include:

  • Ensuring knowledge and workflow management

  • Focussing on omnichannel routeing

  • Supporting operation analytics and reporting

  • Providing a self-help portal

  • Offering workflow and call centre management

  • Giving remote access

With Salesforce Service Cloud, organisations provide faster answers and deliver smarter services across various channels.

7. Zendesk

One of the most flexible help desk tools is Zendesk, which can collect queries and information from email, chat, voice and social messaging apps and convert them into tickets. The software offers chatbot assistance that takes help desk experience to another level. As the platform is customisable, it helps organisations close tickets. Zendesk has a competitive price but lacks a free option like other competitors. Some features of Zendesk include:

  • Ensuring comprehensive knowledge base and self-help portal

  • Offering customisable templates and graphics

  • Providing artificial intelligence solutions such as auto-responses and chatbots

  • Integrating with over 1,000 support tools

  • Giving performance analytics and reports

Though Zendesk offers a free trial, you can use premium plans that offer many features like conversation routeing based on the agent's skill, advanced voice capabilities and multilingual support and content.

8. Hiver

For those looking for a basic help desk for small businesses, Hiver is an appealing option. Organisations can manage their sales and customer support from their Google account. Using the Hiver, you can leave internal notes on conversations and even assign tickets or conversations to specific agents. The tool gives access to many reporting tools to gain insights about customers and understand team's performance. Some common features of Hiver include:

  • Assigning customer enquiries to certain agents

  • Tracking progress of customer enquiries

  • Making notes for team members

  • Providing performance analytics and reporting

As this software integrates with the Gmail account, the learning curve of Hiver is relatively low when compared to other help desk tools.

9. ProProfs Help Desk

ProProfs Help Desk is another practical and helpful help desk system designed for businesses to build a positive relationship with customers. Like most service systems, these tools offer a centralised support management dashboard that helps organisations manage their external and internal queries. Using the internal notes, customer service professionals can collaborate and discuss tickets internally by leaving notes. Some other features of ProProfs include:

  • Ensuring ticket organisation and issue tracking

  • Prioritising tickets

  • Offering integration capabilities and shared inbox

  • Providing smart reports and analytics

  • Ensuring team collaboration

  • Maintaining an integrated and extensive knowledge base

ProProfs offers a self-service knowledge base that provides helpful articles, guides and FAQs.

10. Zoho Desk

Zoho Desk is a cloud-based software that helps you support customers regardless of how they reach you. It helps assign calls to agents based on their teams and departments. This software automatically routes calls to agents who are familiar with the customer. This helps Zoho maintain consistency and build a meaningful relationship with customers. Some features of Zoho Desk include:

  • Providing a private and public knowledge base

  • Giving reports and dashboards

  • Ensuring ticket sharing

  • Offering help centre customisation

Please note that none of the companies, institutions or organisations mentioned in this article are associated with Indeed.

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