Today’s fast-paced business environment is highly efficient and productive. Yet it cannot function without a robust and effective IT support system. To manage and resolve IT-related issues effectively, we have IT support and service desk tools. These software solutions help businesses streamline operations, improve response times, and enhance overall customer experience.
IT support and service desk tools ensure IT teams deliver exceptional service. Whether it’s centralizing support requests, automating routine tasks, or providing a platform for knowledge sharing, these tools are our reliable companions. In the article below, we will look at the importance of these tools; we’ll explore their different types and then go into 10 of the top options available in the market today.
Let’s get started!
Understanding the Different Types of Help Desk Software
There are three primary categories of help desk software:
Web-Based Help Desk Software
If it’s affordability, ease of setup, and flexibility you need; do not look any further than web-based help desk software. These are hosted on a remote server so they can be accessed through any browser. Users can utilize them immediately as there is no installation process.
Cloud-Based Help Desk Software
Another type of help desk tool that is hosted on remote servers; the cloud-based IT service tools offer additional features. These include advanced security, scalability, and integration capabilities. If a business is looking for robust features on a subscription-based model, cloud-based tools are the ideal choice for them.
Installed Help Desk Software
Last but not least, we have installed help desk software. These tools are required to be installed on local servers within a business’s network. There are both pros and cons to installing help desk software. As they are installed locally, the business will have greater control over data security. However, they generally have higher upfront costs, complex setup, and ongoing maintenance. Nonetheless, larger businesses that require specific security requirements can be a suitable choice for them.
| Tool | Key Features | Free Trial |
| Zendesk | Omnichannel support, AI & automations, knowledge base, integrations | 14 |
| FreshDesk | Ticket management, automation, knowledge base, omnichannel support | 21 |
| HubSpot Service Hub | CRM integration, ticket management, knowledge base, automation | Unavailable |
| Salesforce Service Cloud | CRM integration, case management, knowledge base, automation | 14 |
| Jira Service Management | Issue tracking, project management, ITIL compliance, knowledge base | 7 |
| HelpDesk | Ticket prioritization, user-friendly interface, collaboration tools | 14 |
| SolarWinds Service Desk | Omnichannel support, AI & automations, service catalog, SLA management | 30 |
| LiveAgent | Omnichannel support, ticket management, knowledge base, automation | 30 |
| Gorgias | Ecommerce integration, order management, inventory management, customer support | 7 |
| TeamSupport | Collaboration tools, ticket management, knowledge base, customer engagement features | Upon request |
1. Zendesk
Businesses seeking a robust and flexible service desk solution gather around! Presenting Zendesk, renowned for its user-friendly interface and AI-driven capabilities. Whether it’s customer support or internal IT team issues, Zendesk has your back.
- Omnichannel Support: Supports multi-channel customer engagement with email, live chat, social media, and mobile all included.
- AI-powered automations: With AI at the forefront of its functions, it streamlines workflows, automates routine tasks, and improves agent productivity.
- Robust integration: Wanna connect with other business applications? Zendesk offers seamless connectivity to enhance overall efficiency.
- Comprehensive reporting and analytics: Gain valuable insights into customer behavior and support performance.
- Self-service options: Its Knowledge base allows you to find solutions independently by empowering customers.
Zendesk has a tiered structure with pricing starting at $19 per user per month. If you wish to have additional features, you can choose one of the higher price points. Try Zendesk’s free trial to explore the platform before committing.
2. Freshdesk
When it’s about streamlining support operations and enhancing customer satisfaction, Freshdesk is your reliable partner. Freshdesk is a cloud-based help desk solution that offers a user-friendly interface. The features are comprehensive, read on to find a detailed account below:
- Advanced ticket management: Streamline ticket workflows, assign tickets based on agent skills and workload, and track ticket resolution times.
- Omnichannel support: Unify customer interactions from various channels (email, live chat, social media, etc.) into a single platform.
- AI-powered support: Automate routine tasks with Freddy AI. Suggest relevant solutions and improve agent productivity.
- Self-service options: A comprehensive knowledge base allows business to find solutions by empowering customers.
- Knowledge base management: If you need to reduce ticket volume and improve customer satisfaction, you can easily create and manage a knowledge base with Freshdesk.
Freshdesk offers a free plan for up to 10 agents and tiered plans starting at $15 per agent per month.
3. HubSpot Service Hub
How about a tool that offers seamless integration with marketing and sales tools, HubSpot Service Hub is the answer. If you need a holistic view of customer interactions, HubSpot is the ideal tool for you. All in all, this software provides comprehensive customer service solutions.
- CRM integration: Wanna offer personalized support to customers? HubSpot allows you to access comprehensive customer data and history.
- Ticket Management: No tool manages and prioritizes support tickets as efficiently as this one, and that too, over various channels.
- Knowledge base: create helpful solutions by empowering customers.
- Reporting and analytics: track metrics like customer satisfaction and agent performance.
- HubSpot Integration: need further capabilities and security features, why not integrate HubSpot tool to other HubSpot products!
If you wish to explore the app, try the free version with basic features. Once you’re ready, pick one of the tiered prices and get on with it.
4. Salesforce Service Cloud
A service desk solution on the Salesforce CRM platform, this tool focuses on IT support and customer service altogether. When looking for a tool to handle a wide range of customer interactions, Salesforce Service Cloud has a comprehensive suite of tools for managing support operations effectively.
- Process automation: When there is automation, you can ensure the streamlining of workflows that in turn will improve overall efficiency.
- Deep CRM integration: Access a unified view of customer data to deliver personalized support.
- AI-powered capabilities: for tasks like case routing, sentiment analysis, and knowledge base suggestions, Einstein AI is your partner.
- Omnichannel support: Do you receive customer inquiries across various channels? Salesforce service cloud has got you covered.
Having powerful capabilities is one thing, but the Salesforce service cloud is a platform that can have a steeper learning curve for new users. Moreover, if businesses wish to customize workflows, it will require additional resources.
Nevertheless, Salesforce service cloud is available for customers for a 14-day free trial.
5. Jira Service Management
For improved service delivery and streamlining IT operations, look no further than Jira Service Management. It is an IT service management (ITSM) built on a robust Jira platform that offers flexibility and customizable solutions. Jira is your one-stop shop for managing IT incidents, problems, and changes.
- Issue tracking: Jira is a master at work when it comes to managing and prioritizing IT-related issues and requests.
- Project Management: If you’ve got IT projects and initiatives, Jira will collaborate effectively and offer its powerful services.
- ITIL compliance: We always hear industry practices; Jira puts those practices in your IT processes.
- Knowledge base: A self-service knowledge base can be created and managed, so users feel empowered.
- Automation: Last but not least, Jira ensures your IT system is error free with its automation services. Not only that but it also improves the overall efficiency of the IT services.
This state-of-the-art IT support and service desk tool is available to be tested for 7 days on a free trial for up to three agents. Paid plans start at $22.05 per agent per month.
6. HelpDesk
Businesses of all sizes listen up! HelpDesk is here to become your new and improved IT support service desk partner. If it is streamlined operations, you need a clean interface, HelpDesk has it all. Moreover, HelpDesk focuses on efficient ticket management.
- Intuitive interface: Customers and agents both often find these tools difficult to navigate and operate. With HelpDesk, there are no concerns as it is an easy to navigate platform.
- Organizational tools: Forget having a cluttered IT system when HelpDesk can effectively categorize, prioritize, and assign tickets effectively and efficiently.
- Collaborative features: Teamwork is the key with HelpDesk as its knowledge sharing feature supports agents.
IT support features are not the only good thing about HelpDesk. They also offer flexible pricing plans for businesses with options for different team sizes.
7. SolarWinds Service Desk
Another cloud-based IT service management (ITSM) tool for businesses in need of IT help. It streamlines IT operations and enhances service delivery. To top it off, it is also integrated with the ITIL framework, which means the features for you are comprehensive. So, if it’s IT incidents management, problems, or changes to the system, SolarWinds Service Desk is at your service.
- Incident management: effectively track, prioritize, and resolve IT incidents all under one roof with Solar Winds.
- Problem management: Incidents are not the only priority, all IT problems, those recurring issues are also addressed to prevent future incidents.
- Change management: IT systems often derail when changes are made to them; with SolarWinds, you can control and manage changes to IT infrastructure to minimize disruptions.
Last but not least, businesses of all sizes and service levels can avail themselves of the flexible pricing plans of SolarWinds Service Desk.
8. Live Agent
Another wonderful IT support service desk software that emphasizes omnichannel support and customer service engagement. Now manage customer interactions across various channels under one unified platform with LiveAgent.
- Omnichannel support: Managing customer interactions can be a tricky business considering all the different channels they come through. With LiveAgent, inquiries across email, live chat, social media, and other channels are all answered under one platform.
- Ticket management: Efficiently manage and prioritize support tickets under one roof so you don’t have anything to worry about.
- Knowledge base: Just like all other software on this list, having a knowledge base is extremely important for any IT support service desk. It empowers customers and with LiveAgent you can create your very own knowledge base and have control over it.
- Automation: automate routine tasks to improve agent productivity.
LiveAgent offers a tiered pricing structure with plans starting at $8 per agent per month.
9. Gorgias
Coming towards the last couple of tools on our list, we have Gorgias. A tool that offers specialized help desk solutions tailored for eCommerce businesses. Businesses out there that are looking to integrate themselves with popular ecommerce platforms can use Gorgias as their reliable companion. Moreover, it also enables efficient order management and customer support.
- Ecommerce integration: Directly manage orders, refunds, and returns within the help desk.
- Inventory management: effectively manage stock levels and track product availability.
- Order management: process orders, handle returns, and provide order status updates.
- Customer support: offer efficient customer support through multiple channels.
Gorgias offers tiered pricing plans based on ticket volume.
10. TeamSupport
When seeking collaboration and customer engagement, TeamSupport is the way to go. You get a range of features designed to improve support efficiency and customer satisfaction.
- Collaboration tools: knowledge sharing among support agents is one of the prime features of TeamSupport that in turn facilitates teamwork.
- Ticket management: Efficiently manage and prioritize customer inquiries.
- Customer engagement: Businesses can develop strong and long relationships through personalized interactions with TeamSupport.
- Knowledge base: TeamSupport does not leave out one of the most important features of any IT support service desk: a self-service knowledge base. So, empower your customers now with TeamSupport.
TeamSupport is not just a master at work when it comes to IT support service desk tools, it also thinks of its customers. That’s why it provides flexible pricing plans to accommodate businesses of different sizes.
Final Thoughts
There you have it, 10 of the best IT support and service desk tools for businesses. Remember, the key to deciding which software is the most suitable for you is to outline your business needs. In addition to tools and software, at FunctionEight, we have highly skilled and experienced professionals who provide unparalleled IT support and help desk services exactly when you need them.
