During SupportYourApp's early days we knew we had to find a better solution to take care of our clients' customer support than using Gmail. We built our own in-house customer support software, but not every small company has the resources to do this. And even those that do need to consider whether it’s worth their time to reinvent the wheel. Most small companies are going to be better off buying help desk software than building it. Here are some things to consider before purchasing help desk software.
Top Help Desk Software Products
Use Capterra to find the best help desk software for your business. Find research, guides, and infographics on our Customer Service Software Research page.
Provide world class help desk support with Desk.com, the all-in-one customer support software for fast growing companies. Desk.com collects and organizes all of your customer conversations (Facebook, Twitter, Gmail, chat) into a prioritized actionable list, and gives your business simple tools to effectively respond to your customers. Take control of your customer support! Request a demo with one of our experts to learn more or sign up for a Free trial to get started. View Profile
Samanage's IT Help Desk software is ITIL-ready with incident, problem and change management capabilities. It is a cloud-based, multi-tenant, unified IT help desk and IT asset management solution that allows clients to tie users, tickets and assets together. Our award-winning user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy the IT Service Management (ITSM) solution in less than 14 days with real-time reporting. View Profile
Freshdesk is a cloud based helpdesk solution that offers everything a business needs to deliver exceptional support. Unlike competing products with steep pricing tiers and hidden strings, Freshdesk is priced affordably, and is free forever for the first three agents. Built with an emphasis on usability, Freshdesk offers all the tools a company needs to wow its customers - robust multichannel capability, integrated game mechanics to supercharge agent productivity, smart automations & a lot more! View Profile
Kaseya VSA is an integrated IT systems management platform that can be leveraged across IT disciplines to streamline and automate your IT services. Kaseya VSA makes your IT staff more productive, your services more reliable, your systems more secure, and your value easier to show. VSA capabilities include: Help Desk, Remote Monitoring, Remote Control, Patch Management, Monitoring, AV/AM, Process Automation, and more. View Profile
ServiceNow Express is a no-compromise IT service management solution built to help growing IT organizations do amazing things. We automate your daily support tasks and help you to track, measure, and process any unit of work. We do it all by delivering cloud-based service management software thats fast to deploy, and simple to configure. Best of all, your investment is protected. ServiceNow is the only cloud provider to offer an ITSM path to grow your services without the replacement burden. View Profile
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. View Profile
TeamSupport helps you provide exceptional customer service. Built for B2B help desks who support external customers, it's not just a ticketing system - it's a complete customer support suite that simplifies communication & collaboration between your help desk, other teams in your company, and your customers. Fully customizable & scalable with a robust customer database, multi-channel support, and best-in-class reporting TeamSupport helps you get the focus back on your customers where it belongs. View Profile
TechExcel ServiceWise is a configurable and scalable software suite for help desk management and IT service management. ServiceWise helps automate and streamline IT help desk activities with configurable workflows, process approvals, email integration, IT project management, and integrated knowledge management. The powerful features and the ease of maintenance make ServiceWise a powerful solution for growing IT service organizations. View Profile
HappyFox is a web based customer support software hosted on the cloud. It helps to track and manage all customer support requests across multiple channels like email, chats, social media and phone in a centralized ticket support system.Integration with other web apps like CRM, live-chats,voice and bug tracking apps makes it practical help desk. Similar customer support queries can be handled using canned actions and smart rules to automate responses. Community forums help customers connect. View Profile
At Issuetrak, we implement all kinds of help desk & support systems for all kinds of industries & departments. We help businesses like yours track tickets, issues, & requests from submission to resolution. Easy implementation & web, mobile, & email submission. With automated ticket assignment & escalation, custom forms & user-defined fields, at-a-glance dashboard metrics & detailed reporting, Issuetrak gives your team the tools they need to make sure no ticket or issue falls through the cracks. View Profile
Winner of "Best Overall Value" three years in a row, Agiloft Help Desk is top rated by users and analysts alike. Streamline your operations to close tickets faster, improve consistency, and gain actionable insights. With a customizable end user portal, full workflow engine, dashboard performance metrics, and more. Automate assignments and improve efficiency across your entire organization. Trusted by 2.5+ million users. Start today and see how Agiloft can work for you. View Profile
TeamHeadquarters Help Desk is ideal for managing reactive activities like support requests, problem & incident tracking & defect tracking, providing your organization with a detailed set of trend analysis and reports. This unique self-serve environment has been created to assist front line support, operational management, and strategic management with their daily, planned and unplanned tasks - call now for demo - Available on Demand or On-site. View Profile
by Dude Solutions
Dude Solutions Technology solution can help optimize the management of IT resources throughout your organization. Our next generation technology suite is designed to help you streamline support requests, automate asset discovery, audit and improve utilization of software licenses, and control access across your network. View Profile
C2 ATOM software solution is a web-based IT service management software solution, built around effective and easy to use service catalogs. C2 ATOM application is highly customizable, available in SaaS or On-Premise including key benefits / functions such as: Complete set of service desk features (ITIL-framed), a filtered Service Catalog, Self-service portal, Automated workflows and business rules, Knowledge Base, Integrated email, Built-in SLA, Analytics tools (built-in reports, dashboard). View Profile
ManageEngine ServiceDesk Plus is a completely web-based 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 normal edition and also ITIL edition. View Profile
ITIL Service Management solution. Pink Verified for 10 processes. IncidentMonitor is a service management framework that comes out of the box with multiple free process templates. The application offers Enterprise features at an low SMB price. All processes can easily be customized using the graphical workflow and smart service catalog designer. No coding is needed to create most advanced workflows and webforms. Unlimited processes can run next to each other created a real shared service center View Profile
Helprace is the easiest way to manage customer-company interaction. A help desk with an intuitive customer community and a feedback app means that Helprace is ready to use out of the box. There's no lengthy setup guides, installation manuals or IT settings to take care of. View Profile
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 Help Desk) Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 8000 plus companies across the globe. View Profile
Jitbit Helpdesk is a great helpdesk app with clean UI and simple set up process. But all the features are there: automation engine, file-attachments, integrations (JIRA, Slack, Dropbox, Github etc), email-integration, Knowledge-base module etc. etc. Jitbit Helpdesk is offered both as a SaaS version and an on-premise tool installed locally on a server. View Profile
Provide a great customer support experience with Zoho Support. Prioritize, manage and close an ever-increasing volume of requests that reach your organization through a variety of channels. Build and publish a support knowledge base. Analyze and improve the performance of your customer support team. Zoho Support is a flexible, web-based help desk support software that allows you to provide the support experience your customers deserve. View Profile
Simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivalled customer support experience. Kayako is the world's leading multi-channel customer support platform, trusted by more than 30,000 organizations worldwide. Whether over email, the web, tickets, live chat, calls or self-service, your customers' support history is tracked in one place and can be accessed from anywhere. View Profile
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 View Profile
An ITIL-based help desk platform enabling organizations to efficiently manage incidents, requests, issues, and tickets. Self-service, knowledge, email integration, auto-routing, alerts, and more. Scalable, affordable for small & mid-size organizations (SMBs), global enterprises, government Defense. Cost effective with free end users; flexible delivery on-premises or cloud; easy to administer without developers; highly configurable, codeless automation; deploy quickly with out-of-box functions. View Profile
inContact leads the cloud contact center market for one simple reason: we help our customers transform the profitability of their contact centers with extraordinary success, unexpected ease and speed. inContact's cloud-based call center, call routing, self service and agent optimization solutions give you the competitive edge. Worry less about your technology and more what really drives your profit your customer. View Profile
We offer on-premise and cloud-based, IT Service Desk and IT asset management solution that allow clients to tie users, tickets and assets together. Our award-winning user interface delivers an unmatched experience that enables code-free customization, allowing customers to fully deploy the IT Service Management (ITSM) solution. Ask us about our Standard FREE Help Desk version. View Profile
Dezide provides software for optimizing technical troubleshooting processes for manufactures and operators of equipment for Mining, Oil&Gas, Wind and other heavy and advanced industrial industries. Also serving the telecom, high tech and communications industries. Dezide is used online by our customers for improving AHT and quality in Call Centers and Surveillance Centers as well as for increasing availability, reliability, MTBF and reducing MTTR for on-site scheduled and unscheduled maintenance View Profile
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 16,000 companies from over 140 countries and try LiveChat now! View Profile
Help Desk Software
Help Desk Software is a common purchase for many businesses across industries. Chat functionality, support ticket tracking, call tracking, and incoming call management are all features of this software that allow better communication between customers and vendors. If a customer has an issue, their request typically goes through Help Desk Software for resolution. Below is a look at the most popular options as measured by a combination of their total number of customers, users, and social presence. To see a comprehensive list, please visit our Help Desk Software Directory.
Rankings and bar segment lengths are determined using a weighted scoring system that awards points for total metrics (e.g. total customers) and rank within a data set (e.g. ranked 1st in customers).
Total Followers By Vendor Size
Published by Cathy Reisenwitz on August 03, 2016
Read more about how we performed our research: The 20 Most Popular Help Desk Software [Infographic]
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Tips & Trends
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Zendesk might be the top player, but it’s not the only option. Here are eight high-quality customer service software alternatives.
Not all service desks are created equal. Some are massive, with hundreds of agents and thousands of tickets. Others are… artisanal service desks. Small batch. And while handcrafted is great for jewelry and art, you should not be solving tickets by hand in 2016. That’s why I’m comparing four excellent small business service desk software options.