--- title: "Best Help Desk Software 2026 | Capterra" description: "Find the top Help Desk software of 2026 on Capterra. Based on millions of verified user reviews - compare and filter for whats important to you to find the best tools for your needs." source_url: "https://www.capterra.com/help-desk-software/" page_type: "category" language: "en" --- # Best Help Desk Software Last updated on April 1, 2026 Written by Marcela Gava Marcela GavaAuthor Senior Content Analyst Experience I’ve been writing for Capterra since February 2021, helping companies identify emerging tech trends that can impact their b... [See bio & all articles](https://www.capterra.com/resources/author/marcela-gava/) Author Edited by Mehar Luthra Mehar LuthraEditor Experience I’ve been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content des... [See bio & all articles](https://www.capterra.com/resources/author/mehar-luthra/) Editor Written by Marcela Gava Marcela GavaAuthor Senior Content Analyst Experience I’ve been writing for Capterra since February 2021, helping companies identify emerging tech trends that can impact their b... [See bio & all articles](https://www.capterra.com/resources/author/marcela-gava/) Author Marcela Gava is a senior content analyst at Capterra, covering the latest trends in technology, with a focus on cybersecurity, finance, marketing, and digital culture. Her research has been featured in Brazilian media outlets such as Folha de S. Paulo, G1, Época Negócios, PEGN, and Forbes Brazil. Edited by Mehar Luthra Mehar LuthraEditor Experience I’ve been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content des... [See bio & all articles](https://www.capterra.com/resources/author/mehar-luthra/) Editor Mehar has been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content designed to help businesses compare software to find the best fit. She's spent nearly a decade in the editorial space, having served as a content writer, editor, editorial head, and now as a team lead. All Products Top Products ## Zendesk Suite Rating: 4.4 out of 5 (4,090 reviews) Profile: [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Speed up resolution times and automate workflows with an AI-powered help desk software built for customer support, IT, and HR teams. #### Rating breakdown - Ease of Use: 4.3 out of 5 - Customer Service: 4.3 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.2 out of 5 #### Pros and cons based on reviews Pros: - Comprehensive multi-channel client support - Unified chat and ticket workflows Cons: - Frequent technical and performance problems - High and complex pricing structure #### Starting price Starting price: $115.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.5 rating - Support Ticket Management: 4.5 rating - Real-Time Notifications: 4.4 rating - Email Management: 4.4 rating #### Lowest rated features - Third-Party Integrations: 3.2 rating - Multi-Channel Communication: 4.0 rating - Data Import/Export: 3.3 rating - Automated Routing: 4.2 rating #### Feature-related review snippet Reviewer: Ryan P. Reviewer details: Facilities Services, 10,001+ employees Published: July 6, 2026 > "It's generally intuitive, making daily interactions smooth, though some advanced features take a bit more time to master." ### Gallery tab Ease of use: 4.3 out of 5 (4,090 reviews) #### Related review snippet Reviewer: jane F. Reviewer details: Insurance, 1-10 employees Published: April 2, 2026 > "It streamlines customer support, keeps tickets and communications organized, and helps provide fast, consistent, and professional service." ### Integrations tab Zendesk Suite connects with 215+ software tools. [See all integrations](https://www.capterra.com/p/164283/Zendesk/#integrations) #### Most popular integrations - Dropbox: 4.5 rating - Aha!: 4.7 rating - AWeber: 4.4 rating - CheckMarket: 4.5 rating - Formstack Forms: 4.0 rating - Cirrus Insight: 4.2 rating #### Integrations-related review snippet Reviewer: Ali A. Reviewer details: Transportation/Trucking/Railroad, 51-200 employees Published: September 25, 2024 > "Additionally, the platform integrates easily with various third-party tools, enhancing its overall flexibility and functionality." --- ## HappyFox Help Desk Rating: 4.6 out of 5 (93 reviews) Profile: [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Cloud help desk software for omnichannel ticketing, automation, SLAs, self-service, knowledge base, reporting, and integrations. #### Rating breakdown - Ease of Use: 4.4 out of 5 - Customer Service: 4.6 out of 5 - Features: 4.3 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $24.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Access Controls/Permissions: 4.0 rating - Real-Time Notifications: 3.8 rating - Alerts/Escalation: 3.7 rating - Knowledge Base Management: 4.5 rating #### Lowest rated features - Collaboration Tools: 1.0 rating - Email Templates: 1.0 rating - Customizable Branding: 4.0 rating - Real-Time Chat: 4.5 rating #### Feature-related review snippet Reviewer: Chris M. Reviewer details: Real Estate, 201-500 employees Published: April 13, 2021 > "I like a streamlined, easy to use clean interface." ### Gallery tab Ease of use: 4.4 out of 5 (93 reviews) #### Related review snippet Reviewer: Allison L. Reviewer details: Insurance, 51-200 employees Published: January 13, 2026 > "I loved the quick and effective assistance that I received when I was having issues with the website." ### Integrations tab HappyFox Help Desk connects with 38+ software tools. [See all integrations](https://www.capterra.com/p/83211/HappyFox/#integrations) #### Most popular integrations - SurveyMonkey: 4.6 rating - Zapier: 4.7 rating - Meta for Business: 4.4 rating - Twitter/X: 4.5 rating - Keap: 4.1 rating - Okta: 4.7 rating - Netskope One Platform: 4.0 rating - Nicereply: 4.7 rating - Mixpanel: 4.5 rating --- ## Freshdesk Rating: 4.5 out of 5 (3,472 reviews) Profile: [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Freshdesk is a modern, AI-powered customer service solution with enterprise capability without the enterprise complexity. #### Rating breakdown - Ease of Use: 4.5 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.3 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Pros: - Effective team collaboration tools - Quick and flexible setup process Cons: - Recurring bugs and reliability concerns - Limited and inefficient email handling #### Starting price Starting price: $19.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.6 rating - Support Ticket Management: 4.6 rating - Real-Time Notifications: 4.5 rating - Alerts/Escalation: 4.4 rating #### Lowest rated features - Customizable Fields: 4.2 rating - CRM: 4.1 rating - Access Controls/Permissions: 4.4 rating - Automated Routing: 4.3 rating #### Feature-related review snippet Reviewer: Shaunak B. Reviewer details: Computer Software, 10,001+ employees Published: July 3, 2026 > "The interface is approachable, everyday tasks are straightforward, and even less technical users adapted quickly." ### Gallery tab Ease of use: 4.5 out of 5 (3,472 reviews) #### Related review snippet Reviewer: Kosana A. Reviewer details: Computer Software, 1,001-5,000 employees Published: May 26, 2026 > "We use Freshdesk for our support operations, and it has helped us resolve and close tickets faster with its advanced features presented in a simple and easy-to-use interface." ### Integrations tab Freshdesk connects with 45+ software tools. [See all integrations](https://www.capterra.com/p/124981/Freshdesk/#integrations) #### Most popular integrations - Jira: 4.1 rating - WordPress: 4.6 rating - Microsoft Teams: 4.3 rating - Zoho CRM: 4.3 rating - Shopify: 4.5 rating - Zapier: 4.7 rating #### Integrations-related review snippet Reviewer: Posh J. Reviewer details: Insurance, 1,001-5,000 employees Published: March 10, 2025 > "I had a great experience utilizing the platform as a stand-alone tool. When I wanted to create integrations with other tools the complexity of the process was more time than we had to invest." --- Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. ## Xurrent Rating: 4.7 out of 5 (27 reviews) Profile: [Xurrent](https://www.capterra.com/p/146207/ITRP/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? AI Service Desk with intelligence included. Summarize, route and resolve faster with a native virtual agent and automations that scale. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.8 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.7 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $5.00 Pricing details: Usage Based, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Support Ticket Management: 4.5 rating - Ticket Management: 4.3 rating - Real-Time Notifications: 4.5 rating - Access Controls/Permissions: 5.0 rating #### Lowest rated features - Email Management: 4.0 rating - Alerts/Escalation: 5.0 rating - Collaboration Tools: 5.0 rating #### Feature-related review snippet Reviewer: Verified Reviewer Reviewer details: Higher Education, 5,001-10,000 employees Published: January 5, 2023 > "The platform is designed to be easy to use, with a simple interface and intuitive controls that make it easy for employees to get up to speed and start using it quickly." ### Gallery tab Ease of use: 4.6 out of 5 (27 reviews) #### Related review snippet Reviewer: Terry T. Reviewer details: Hospital & Health Care, 1,001-5,000 employees Published: November 9, 2023 > "The price is much cheaper than other big names in ITSM industry and it does not miss any critical ITSM capabilities." ### Integrations tab Xurrent connects with 33+ software tools. [See all integrations](https://www.capterra.com/p/146207/ITRP/#integrations) #### Most popular integrations - Jira: 4.5 rating - Microsoft Azure: 5.0 rating - Microsoft Power BI: 4.6 rating - Google Ads: 4.4 rating - Okta: 4.7 rating - SAP BusinessObjects Business Intelligence: 4.3 rating - OneLogin: 4.6 rating - Lansweeper: 3.5 rating - Microsoft Entra ID: 4.7 rating --- ## Remote Monitoring and Management Rating: 4.5 out of 5 (456 reviews) Profile: [Remote Monitoring and Management](https://www.capterra.com/p/144309/Atera/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Accelerate your IT support with enterprise-grade ticketing and help desk, buffered by AI agents that help users self-resolve issues. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.3 out of 5 - Value for Money: 4.6 out of 5 #### Pros and cons based on reviews Pros: - Effortless deployment and onboarding - Time-saving automation features Cons: - Inconsistent performance and slow response #### Starting price Starting price: $129.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.6 rating - Real-Time Notifications: 4.6 rating - Support Ticket Management: 4.6 rating - Real-Time Monitoring: 4.7 rating #### Lowest rated features - Alerts/Escalation: 4.2 rating - Self Service Portal: 4.0 rating - Automated Routing: 4.0 rating - API: 3.0 rating #### Feature-related review snippet Reviewer: Manoj N. Reviewer details: Education Management, 201-500 employees Published: November 8, 2024 > "The setup was quick, and the interface is friendly, so I can find what I need without any trouble." ### Gallery tab Ease of use: 4.6 out of 5 (456 reviews) #### Related review snippet Reviewer: James H. Reviewer details: Business Supplies and Equipment, 51-200 employees Published: December 9, 2025 > "Atera helped me pull together IT asset data, support tickets, and system activity in one place, which made it easier to prepare internal reports and track progress on compliance tasks." ### Integrations tab Remote Monitoring and Management connects with 42+ software tools. [See all integrations](https://www.capterra.com/p/144309/Atera/#integrations) #### Most popular integrations - Xero: 4.4 rating - Zapier: 4.7 rating - AnyDesk: 4.8 rating - Okta: 4.7 rating - Cisco Duo: 4.7 rating - Keeper Security: 4.7 rating #### Integrations-related review snippet Reviewer: Shehab K. Reviewer details: Information Technology and Services, 51-200 employees Published: September 23, 2024 > "The impressive RMM/PSA integration is giving me a great visualization and control of the IT environment." --- ## Vivantio Rating: 4.3 out of 5 (178 reviews) Profile: [Vivantio](https://www.capterra.com/p/216733/Vivantio/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Vivantio's fully configurable help desk empowers service teams to deliver unparalleled support to internal and external customers. #### Rating breakdown - Ease of Use: 4.2 out of 5 - Customer Service: 4.4 out of 5 - Features: 4.2 out of 5 - Value for Money: 4.3 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $49.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.8 rating - Real-Time Notifications: 5.0 rating - Support Ticket Management: 5.0 rating - Alerts/Escalation: 5.0 rating #### Lowest rated features - Automated Routing: 4.0 rating - Customizable Fields: 4.0 rating - Call Center Management: 5.0 rating - Email Management: 5.0 rating #### Feature-related review snippet Reviewer: Jason S. Reviewer details: Logistics and Supply Chain, 201-500 employees Published: September 20, 2023 > "Clean, Crisp interface allowing for easy tracking and the ability to customise the interface to the business needs." ### Gallery tab Ease of use: 4.2 out of 5 (178 reviews) #### Related review snippet Reviewer: Jason S. Reviewer details: Logistics and Supply Chain, 201-500 employees Published: September 20, 2023 > "Clean, Crisp interface allowing for easy tracking and the ability to customise the interface to the business needs." ### Integrations tab Vivantio connects with 55+ software tools. [See all integrations](https://www.capterra.com/p/216733/Vivantio/#integrations) #### Most popular integrations - Slack: 4.7 rating - Jira: 4.4 rating - Microsoft 365: 5.0 rating - Gmail: 4.8 rating - Microsoft Teams: 4.5 rating - Microsoft Azure: 4.6 rating - Spiceworks Cloud Help Desk: 4.4 rating - Twilio: 4.4 rating - Salesforce Platform: 4.4 rating --- ## Avochato Rating: 4.7 out of 5 (135 reviews) Profile: [Avochato](https://www.capterra.com/p/161117/Avochato/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? SMS texting and live chat for help centers has never been easier than with Avochato's solutions. #### Rating breakdown - Ease of Use: 4.7 out of 5 - Customer Service: 4.8 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.6 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $1.00 Pricing details: Usage Based, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Activity Dashboard: 5.0 rating - Multi-Channel Communication: 4.7 rating - Alerts/Escalation: 5.0 rating - Macros/Templated Responses: 5.0 rating #### Lowest rated features - Self Service Portal: 5.0 rating ### Gallery tab Ease of use: 4.7 out of 5 (135 reviews) #### Related review snippet Reviewer: Lenah M. Reviewer details: Information Technology and Services, 1-10 employees Published: July 14, 2025 > "The messages feel personal, and I can keep track of every conversation in one place without getting confused." ### Integrations tab Avochato connects with 10+ software tools. [See all integrations](https://www.capterra.com/p/161117/Avochato/#integrations) #### Most popular integrations - Slack: 4.7 rating - Salesforce Sales Cloud: 4.4 rating - Microsoft 365: 4.6 rating - Microsoft Teams: 4.5 rating - Shopify: 4.5 rating - HubSpot CRM: 4.5 rating - Zapier: 4.7 rating - Google Chrome: 4.8 rating - Okta: 4.7 rating --- ## Confides Rating: 4.7 out of 5 (10 reviews) Profile: [Confides](https://www.capterra.com/p/183052/IncognitoDesk/) Visible tabs: Overview, Features, Gallery ### Overview tab #### What is this product about? An online application that allows servicing tight communities while preserving the anonymity of the users of those communities #### Rating breakdown - Ease of Use: 4.8 out of 5 - Customer Service: 4.8 out of 5 - Features: 4.2 out of 5 - Value for Money: 5.0 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $15.00 Pricing details: Flat Rate, Per Month Free trial: Yes Free demo: No ### Features tab #### Most popular features - Real-Time Notifications: Available - Alerts/Escalation: Not available - Access Controls/Permissions: Available - Reporting/Analytics: Not available - Self Service Portal: Available - Service Level Agreement (SLA) Management: Not available - Automated Routing: Not available - Prioritization: Not available - Multi-Channel Communication: Available - Third-Party Integrations: Not available - Real-Time Chat: Available - Workflow Management: Not available ### Gallery tab Ease of use: 4.8 out of 5 (10 reviews) --- ## HubSpot Service Hub Rating: 4.4 out of 5 (192 reviews) Profile: [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Service Hub is a cloud-based customer service software that helps teams scale their support and delight their customers efficiently. #### Rating breakdown - Ease of Use: 4.4 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.1 out of 5 - Value for Money: 4.2 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $15.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.5 rating - Support Ticket Management: 4.8 rating - Real-Time Notifications: 4.8 rating - Knowledge Base Management: 4.1 rating #### Lowest rated features - Alerts/Escalation: 3.5 rating - Social Media Integration: 1.0 rating - Mobile Access: 4.1 rating - Access Controls/Permissions: 3.5 rating ### Gallery tab Ease of use: 4.4 out of 5 (192 reviews) #### Related review snippet Reviewer: Liliana D. Reviewer details: Ranching, 11-50 employees Published: May 12, 2026 > "We use hubspot in the company I work for, it has been great to track sales and chat with the team on where we are at for that certain deal." ### Integrations tab HubSpot Service Hub connects with 97+ software tools. [See all integrations](https://www.capterra.com/p/182476/HubSpot-Service-Hub/#integrations) #### Most popular integrations - Salesforce Sales Cloud: 4.0 rating - Zoom Workplace: 4.6 rating - Meta for Business: 4.4 rating - Dropbox Sign: 4.7 rating - WooCommerce: 4.5 rating - Dialpad AI Meetings: 4.5 rating #### Integrations-related review snippet Reviewer: Lillian G. Reviewer details: Hospital & Health Care, 10,001+ employees Published: August 16, 2023 > "Integration inside an organization is facilitated by the system's compatibility with other programs." --- ## BOSSDesk Rating: 4.7 out of 5 (145 reviews) Profile: [BOSSDesk](https://www.capterra.com/p/144825/BOSS-Solutions/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? BOSSDesk is an award winning Help Desk, Service Desk, ITSM and asset management solution available for Cloud, On-Premise and mobile. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.8 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.7 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $29.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.8 rating - Real-Time Notifications: 4.5 rating - Support Ticket Management: 4.6 rating - Alerts/Escalation: 4.7 rating #### Lowest rated features - Automated Routing: 4.0 rating - Access Controls/Permissions: 4.4 rating - Collaboration Tools: 4.4 rating - Third-Party Integrations: 4.4 rating #### Feature-related review snippet Reviewer: Nasser A. Reviewer details: Computer Networking, 51-200 employees Published: November 30, 2023 > "Very versatile to match the needs of organization." ### Gallery tab Ease of use: 4.6 out of 5 (145 reviews) #### Related review snippet Reviewer: Hayden T. Reviewer details: Insurance, 51-200 employees Published: November 4, 2025 > "The product does exactly what we need it to do...comprehensive ticket management, IT asset management, change management, integration with Entra ID/Azure, tasks, etc." ### Integrations tab BOSSDesk connects with 3+ software tools. [See all integrations](https://www.capterra.com/p/144825/BOSS-Solutions/#integrations) #### Most popular integrations - TeamViewer ONE: 5.0 rating - Zapier: 4.7 rating - ChatGPT: 4.0 rating #### Integrations-related review snippet Reviewer: David C. Reviewer details: Government Administration, 501-1,000 employees Published: June 29, 2025 > "The development team is continuously rolling out new features at a fantastic pace, and they even built a new API to assist us in migrating from our legacy platform. " --- ## Issuetrak Rating: 4.6 out of 5 (205 reviews) Profile: [Issuetrak](https://www.capterra.com/p/16499/Issuetrak/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Everything your help desk needs to triage and resolve tickets quickly and easily. Backed by industry-leading, 24/7, US-based support. #### Rating breakdown - Ease of Use: 4.4 out of 5 - Customer Service: 4.7 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.6 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $876.00 Pricing details: Per User, Per Year Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Ticket Management: 4.9 rating - Real-Time Notifications: 5.0 rating - Support Ticket Management: 5.0 rating - Alerts/Escalation: 4.0 rating #### Lowest rated features - Reporting/Analytics: 1.0 rating - Multi-Channel Communication: 2.7 rating - Service Level Agreement (SLA) Management: 2.5 rating - Automated Routing: 3.7 rating #### Feature-related review snippet Reviewer: Lonni C. Reviewer details: Logistics and Supply Chain, 201-500 employees Published: February 8, 2023 > "Easy to use and user friendly." ### Gallery tab Ease of use: 4.4 out of 5 (205 reviews) #### Related review snippet Reviewer: John D. Reviewer details: Environmental Services, 51-200 employees Published: July 13, 2025 > "Key strengths of Issuetrak lie in its powerful customization capabilities, allowing users to tailor everything from the dashboard to subcategories and workflows, complemented by exceptional customer service." ### Integrations tab Issuetrak connects with 10+ software tools. [See all integrations](https://www.capterra.com/p/16499/Issuetrak/#integrations) #### Most popular integrations - Slack: 4.7 rating - Microsoft 365: 5.0 rating - Gmail: 4.8 rating - Google Analytics 360: 4.7 rating - Zapier: 4.0 rating - Microsoft Azure: 4.6 rating - Microsoft Power BI: 4.6 rating - Okta: 4.7 rating - SendGrid: 4.2 rating --- ## Vision Helpdesk Rating: 4.6 out of 5 (49 reviews) Profile: [Vision Helpdesk](https://www.capterra.com/p/102230/Vision-Helpdesk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. #### Rating breakdown - Ease of Use: 4.5 out of 5 - Customer Service: 4.6 out of 5 - Features: 4.6 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $15.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Alerts/Escalation: 4.6 rating - Ticket Management: 4.8 rating - Customizable Branding: 4.5 rating - Automated Routing: 4.5 rating #### Lowest rated features - Activity Dashboard: 4.0 rating - Collaboration Tools: 4.0 rating - Self Service Portal: 4.3 rating - Real-Time Notifications: 4.5 rating #### Feature-related review snippet Reviewer: Simona M. Reviewer details: Telecommunications, 51-200 employees Published: December 20, 2024 > "I like the plenty of customization options." ### Gallery tab Ease of use: 4.5 out of 5 (49 reviews) #### Related review snippet Reviewer: Simona M. Reviewer details: Telecommunications, 51-200 employees Published: December 20, 2024 > "I like the plenty of customization options." ### Integrations tab Vision Helpdesk connects with 28+ software tools. [See all integrations](https://www.capterra.com/p/102230/Vision-Helpdesk/#integrations) #### Most popular integrations - Slack: 4.7 rating - Jira: 4.4 rating - WordPress: 4.6 rating - Gmail: 4.8 rating - Meta for Business: 4.4 rating - Twitter/X: 4.5 rating #### Integrations-related review snippet Reviewer: Manish P. Reviewer details: Chemicals, 201-500 employees Published: June 9, 2022 > "Easy to integrate with our Active Directory server." --- ## Freshservice Rating: 4.6 out of 5 (795 reviews) Profile: [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Modernize IT support with Freshservice, an AI-native service desk that deflects tickets, speeds resolution, and uncomplicates IT. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.3 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Pros: - Centralized team collaboration features - Time-saving workflow automation tools Cons: - Restrictive and basic reporting - Customization and interface limitations #### Starting price Starting price: $19.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.7 rating - Support Ticket Management: 4.7 rating - Self Service Portal: 4.5 rating - Service Level Agreement (SLA) Management: 4.8 rating #### Lowest rated features - Customizable Fields: 4.1 rating - Collaboration Tools: 3.3 rating - Third-Party Integrations: 1.0 rating - Access Controls/Permissions: 4.4 rating #### Feature-related review snippet Reviewer: Lucas B. Reviewer details: Financial Services, 501-1,000 employees Published: February 20, 2026 > "Freshservice’s biggest strength, in my experience, is how effortlessly everything comes together in one clean, intuitive platform—its interface is easy to navigate, automation removes a ton of repetitive work, and the built‑in asset management gives you clear visibility without feeling overwhelming, making it a tool that genuinely improves daily workflows rather than adding complexity" ### Gallery tab Ease of use: 4.6 out of 5 (795 reviews) #### Related review snippet Reviewer: Akshay D. Reviewer details: Information Technology and Services, 201-500 employees Published: June 11, 2026 > "Freshservice offers a clean UI, powerful ticketing system, automation workflows, asset management, and strong integration support." ### Integrations tab Freshservice connects with 53+ software tools. [See all integrations](https://www.capterra.com/p/132997/Freshservice/#integrations) #### Most popular integrations - Salesforce Sales Cloud: 4.4 rating - Jira: 3.8 rating - SurveyMonkey: 4.6 rating - Google Analytics 360: 4.7 rating - QuickBooks Online Advanced: 4.4 rating - Google Contacts: 4.7 rating #### Integrations-related review snippet Reviewer: Mahesh M. Reviewer details: Information Services, 501-1,000 employees Published: March 17, 2026 > "The platform also integrates well with other tools, which helps maintain better visibility across IT operations." --- ## VIZOR IT Asset Management Rating: 4.5 out of 5 (2 reviews) Profile: [VIZOR IT Asset Management](https://www.capterra.com/p/112390/Vizor-HelpDesk-IT-Assets/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Help Desk ticketing solution for businesses needing a best practice Help Desk with integrated IT Asset Management. Try Now. #### Rating breakdown - Ease of Use: 4.0 out of 5 - Customer Service: 5.0 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $2.00 Pricing details: Per User, Per Year Free trial: Yes Free demo: Yes ### Features tab #### Most popular features - Real-Time Notifications: Available - Alerts/Escalation: Available - Access Controls/Permissions: Available - Reporting/Analytics: Available - Self Service Portal: Available - Service Level Agreement (SLA) Management: Available - Automated Routing: Available - Prioritization: Available - Multi-Channel Communication: Available - Third-Party Integrations: Available - Real-Time Chat: Available - Workflow Management: Available ### Gallery tab Ease of use: 4.0 out of 5 (2 reviews) ### Integrations tab VIZOR IT Asset Management connects with 9+ software tools. [See all integrations](https://www.capterra.com/p/112390/Vizor-HelpDesk-IT-Assets/#integrations) #### Most popular integrations - Microsoft Excel: 4.8 rating - Google Workspace: 4.7 rating - Microsoft 365: 4.6 rating - Microsoft Azure: 4.6 rating - Jamf Pro: 4.7 rating - Lansweeper: 4.5 rating - Microsoft Entra ID: 4.7 rating - Microsoft Intune: 4.5 rating - Google Workspace for Education: 4.8 rating --- ## LiveAgent Rating: 4.7 out of 5 (1,788 reviews) Profile: [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.7 out of 5 - Features: 4.6 out of 5 - Value for Money: 4.6 out of 5 #### Pros and cons based on reviews Pros: - Centralized omnichannel support hub - Intuitive and accessible interface Cons: - Frequent technical disruptions - Cumbersome email workflow limitations #### Starting price Starting price: $15.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 4.7 rating - Support Ticket Management: 4.7 rating - Real-Time Notifications: 4.6 rating - Mobile Access: 4.7 rating #### Lowest rated features - Mobile App: 3.8 rating - Self Service Portal: 4.2 rating - Service Level Agreement (SLA) Management: 4.2 rating - Knowledge Base Management: 4.4 rating #### Feature-related review snippet Reviewer: Sanket Y. Reviewer details: Information Technology and Services, 10,001+ employees Published: March 27, 2026 > "I like how easy the interface is to use, even for people who are new to it." ### Gallery tab Ease of use: 4.6 out of 5 (1,788 reviews) #### Related review snippet Reviewer: Jacopo R. Reviewer details: Information Technology and Services, 1-10 employees Published: May 6, 2026 > "For us, it is an essential tool: it enables us to manage tickets, live chats, and client requests in a well-organised and professional manner." ### Integrations tab LiveAgent connects with 2+ software tools. [See all integrations](https://www.capterra.com/p/102188/LiveAgent/#integrations) #### Most popular integrations - 3CX: 4.4 rating - Customer Portal #### Integrations-related review snippet Reviewer: Volvic R. Reviewer details: Automotive, 11-50 employees Published: February 14, 2025 > "Everything is made easy specially the integration of accounts and the Tagging." --- ## ManageEngine ServiceDesk Plus Rating: 4.4 out of 5 (234 reviews) Profile: [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Empower IT help desks to maximize productivity and deliver exceptional employee experiences with ServiceDesk Plus. #### Rating breakdown - Ease of Use: 4.3 out of 5 - Customer Service: 4.2 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.3 out of 5 #### Pros and cons based on reviews Pros: - Comprehensive ticket tracking system - Straightforward deployment and configuration Cons: - Complex and outdated interface #### Starting price Starting price: $16.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Support Ticket Management: 4.6 rating - Ticket Management: 4.7 rating - Alerts/Escalation: 4.4 rating - Prioritization: 4.5 rating #### Lowest rated features - Third-Party Integrations: 3.8 rating - Customizable Fields: 4.3 rating - Automated Routing: 4.1 rating - Real-Time Notifications: 4.1 rating ### Gallery tab Ease of use: 4.3 out of 5 (234 reviews) #### Related review snippet Reviewer: Edier L. Reviewer details: Marketing and Advertising, 201-500 employees Published: April 17, 2026 > "The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license." ### Integrations tab ManageEngine ServiceDesk Plus connects with 16+ software tools. [See all integrations](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/#integrations) #### Most popular integrations - Microsoft 365: 4.6 rating - Microsoft Outlook: 4.9 rating - ManageEngine Endpoint Central: 4.4 rating - Zoho Survey: 4.6 rating - Site24x7: 4.7 rating - Zoho Analytics: 4.4 rating #### Integrations-related review snippet Reviewer: Daniel T. Reviewer details: Mechanical or Industrial Engineering, 11-50 employees Published: February 3, 2025 > "Also great intergration with other Zoho products" --- ## InvGate Service Management Rating: 4.6 out of 5 (108 reviews) Profile: [InvGate Service Management](https://www.capterra.com/p/133392/Service-Desk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? InvGate Service Desk is a modern help desk built for IT support centers of all sizes. #### Rating breakdown - Ease of Use: 4.7 out of 5 - Customer Service: 4.6 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $17.00 Pricing details: Other, Per Year Free trial: Yes Free demo: Yes ### Features tab #### Highest rated features - Ticket Management: 5.0 rating - Support Ticket Management: 4.9 rating - Real-Time Notifications: 4.2 rating - Service Level Agreement (SLA) Management: 4.8 rating #### Lowest rated features - Email Management: 4.1 rating - Alerts/Escalation: 4.0 rating - Automated Routing: 4.0 rating - Self Service Portal: 4.0 rating ### Gallery tab Ease of use: 4.7 out of 5 (108 reviews) #### Related review snippet Reviewer: Jessica M. Reviewer details: Graphic Design, 1-10 employees Published: November 22, 2024 > "InvGate Service Management is the valuable service solution" ### Integrations tab InvGate Service Management connects with 28+ software tools. [See all integrations](https://www.capterra.com/p/133392/Service-Desk/#integrations) #### Most popular integrations - Slack: 4.7 rating - Gmail: 4.8 rating - Microsoft Teams: 5.0 rating - Google Calendar: 4.8 rating - Zapier: 4.7 rating - Microsoft Outlook: 4.5 rating - Okta: 4.7 rating - Twilio: 4.4 rating - ServiceNow: 4.5 rating --- ## HelpDesk Rating: 4.6 out of 5 (183 reviews) Profile: [HelpDesk](https://www.capterra.com/p/185973/HelpDesk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? HelpDesk.com is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. #### Rating breakdown - Ease of Use: 4.7 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Not available #### Starting price Starting price: $29.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Alerts/Escalation: 4.3 rating - Support Ticket Management: 4.6 rating - Reporting/Analytics: 4.3 rating - Activity Dashboard: 4.2 rating #### Lowest rated features - Access Controls/Permissions: 1.0 rating - Customer Database: 4.0 rating - Real-Time Notifications: 3.0 rating - Automated Routing: 4.3 rating #### Feature-related review snippet Reviewer: David L. Reviewer details: Aviation & Aerospace, 11-50 employees Published: March 16, 2026 > "What I like best about HelpDesk is the browser interface." ### Gallery tab Ease of use: 4.7 out of 5 (183 reviews) #### Related review snippet Reviewer: Emmanuel M. Reviewer details: Religious Institutions, 201-500 employees Published: September 22, 2025 > "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that none of our requests fall between the cracks." ### Integrations tab HelpDesk connects with 11+ software tools. [See all integrations](https://www.capterra.com/p/185973/HelpDesk/#integrations) #### Most popular integrations - Slack: 4.5 rating - Jira: 4.8 rating - WordPress: 3.5 rating - Shopify: 4.5 rating - GitHub: 4.8 rating - HubSpot CRM: 4.7 rating #### Integrations-related review snippet Reviewer: Sam L. Reviewer details: Computer & Network Security, 1-10 employees Published: August 26, 2024 > "It's easy to use and not too hard to integrate with websites." --- ## TeamViewer ONE Rating: 4.6 out of 5 (11,639 reviews) Profile: [TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Resolve IT issues faster with secure remote support. TeamViewer empowers help desks to assist anyone, anywhere, in real time. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.3 out of 5 - Features: 4.6 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Pros: - Quick and simple installation - Seamless distributed teamwork Cons: - Expensive and restrictive licensing - High dependency on fast internet #### Starting price Starting price: $24.90 Pricing details: Flat Rate, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Access Controls/Permissions: 4.4 rating - Collaboration Tools: 4.3 rating - Third-Party Integrations: 4.6 rating - Real-Time Chat: 4.3 rating #### Lowest rated features - Ticket Management: 3.3 rating - Alerts/Escalation: 3.0 rating - Prioritization: 3.0 rating - API: 4.0 rating #### Feature-related review snippet Reviewer: Harshul S. Reviewer details: Information Technology and Services, 10,001+ employees Published: April 21, 2026 > "The interface is simple enough that even non‑tech people can follow instructions." ### Gallery tab Ease of use: 4.6 out of 5 (11,639 reviews) #### Related review snippet Reviewer: Lucas B. Reviewer details: Financial Services, 501-1,000 employees Published: March 29, 2026 > "Its smooth performance, even on slower networks, makes it easy to troubleshoot issues or collaborate in real time, and features like file transfer, multi‑monitor support, and session recording add a lot of practical value." ### Integrations tab TeamViewer ONE connects with 22+ software tools. [See all integrations](https://www.capterra.com/p/194565/TeamViewer/#integrations) #### Most popular integrations - Jira: 4.5 rating - Zoho CRM: 4.3 rating - Zendesk Suite: 4.4 rating - Zoho Desk: 4.5 rating - Microsoft Azure: 4.7 rating - Salesforce Service Cloud: 4.5 rating #### Integrations-related review snippet Reviewer: David N. Reviewer details: Computer Software, 201-500 employees Published: April 27, 2026 > "Integrates and deploys well with most MDMs." --- ## Zoho Desk Rating: 4.5 out of 5 (2,215 reviews) Profile: [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. #### Rating breakdown - Ease of Use: 4.4 out of 5 - Customer Service: 4.3 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Pros: - Integrated team collaboration tools - Comprehensive workflow automation features Cons: - Email integration limitations and glitches - Occasional slow performance issues #### Starting price Starting price: $20.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Ticket Management: 4.6 rating - Support Ticket Management: 4.7 rating - Real-Time Notifications: 4.5 rating - Alerts/Escalation: 4.4 rating #### Lowest rated features - Access Controls/Permissions: 4.3 rating - Prioritization: 4.1 rating - Email Management: 4.5 rating - Customizable Branding: 4.4 rating #### Feature-related review snippet Reviewer: Surjeet S. Reviewer details: Information Technology and Services, 201-500 employees Published: April 18, 2023 > "Zoho desk's User interface is intuitive and easy to use Also it provides valuable insights and reports that help me to make informed decision and continuosly improve my support operations." ### Gallery tab Ease of use: 4.4 out of 5 (2,215 reviews) #### Related review snippet Reviewer: David M. Reviewer details: Mechanical or Industrial Engineering, 51-200 employees Published: December 15, 2025 > "I like the most that I can open a customer record and see all previous tickets, notes, and conversations all at the same time, and this way, I can understand that there are certain issues with certain equipment." ### Integrations tab Zoho Desk connects with 82+ software tools. [See all integrations](https://www.capterra.com/p/169505/Zoho-Desk/#integrations) #### Most popular integrations - Microsoft Teams: 4.7 rating - Zoho CRM: 4.7 rating - Zapier: 4.7 rating - Pipedrive: 4.5 rating - Zoho Assist: 4.7 rating - Zoho Invoice: 4.7 rating #### Integrations-related review snippet Reviewer: Katie Z. Reviewer details: Marketing and Advertising, Self-employed Published: March 30, 2026 > "Zoho Desk is affordable and easy to integrate in website and has easy to use tools within the Zoho Desk." --- ## BeyondTrust Remote Support Rating: 4.6 out of 5 (2,011 reviews) Profile: [BeyondTrust Remote Support](https://www.capterra.com/p/86962/Bomgar/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world. #### Rating breakdown - Ease of Use: 4.5 out of 5 - Customer Service: 4.5 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.4 out of 5 #### Pros and cons based on reviews Pros: - Secure and efficient remote access - Comprehensive screen sharing tools Cons: - High and inflexible pricing - Lag and slow response times #### Starting price Starting price: $1995.00 Pricing details: Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Real-Time Chat: 4.7 rating - Ticket Management: 4.5 rating - Alerts/Escalation: 4.6 rating - Real-Time Notifications: 4.6 rating #### Lowest rated features - Reporting/Analytics: 4.1 rating - Customizable Branding: 4.3 rating - Knowledge Base Management: 4.4 rating - Multi-Channel Communication: 4.4 rating #### Feature-related review snippet Reviewer: Adam G. Reviewer details: Non-Profit Organization Management, 51-200 employees Published: August 22, 2023 > "i use BeyondTrust remote support to handle clients concerns, i like its friendly interface, Email automation makes it the best application to use" ### Gallery tab Ease of use: 4.5 out of 5 (2,011 reviews) #### Related review snippet Reviewer: David N. Reviewer details: Computer Software, 201-500 employees Published: April 28, 2026 > "Remote sessions provide alot of information and helpful features such as file transfers, show current running processes, gives you hardware resource utlization, and directly access shell/terminal sessions in the background." ### Integrations tab BeyondTrust Remote Support connects with 12+ software tools. [See all integrations](https://www.capterra.com/p/86962/Bomgar/#integrations) #### Most popular integrations - Salesforce Sales Cloud: 4.4 rating - Zendesk Suite: 4.4 rating - Freshservice: 5.0 rating - JIRA Service Management: 4.5 rating - SysAid: 4.5 rating - ServiceNow: 4.3 rating #### Integrations-related review snippet Reviewer: Verified Reviewer Reviewer details: Computer & Network Security, 1,001-5,000 employees Published: December 21, 2022 > "I enjoyed the integrated permission features with our domain such as the intuitive ability yo elevate to administrator access during remote sessions." --- ## LiveChat Rating: 4.6 out of 5 (1,727 reviews) Profile: [LiveChat](https://www.capterra.com/p/62194/LiveChat/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? AI-based solution that helps businesses automate support, boosts sales, and enhances satisfaction across multiple channels. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.6 out of 5 - Features: 4.5 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Pros: - Intuitive and simple setup - Efficient real-time messaging Cons: - High ongoing subscription costs - Frequent connection and lag issues #### Starting price Starting price: $25.00 Pricing details: Per User, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Mobile Access: 4.7 rating - Real-Time Notifications: 4.7 rating - Support Ticket Management: 4.4 rating - Alerts/Escalation: 4.4 rating #### Lowest rated features - Automated Routing: 3.8 rating - Interaction Tracking: 3.7 rating - Access Controls/Permissions: 4.1 rating - Email Management: 4.3 rating #### Feature-related review snippet Reviewer: Max D. Reviewer details: Hospitality, 51-200 employees Published: March 26, 2026 > "The interface is clean and intuitive, making it easy for both new and experienced user to navigate without much training." ### Gallery tab Ease of use: 4.6 out of 5 (1,727 reviews) #### Related review snippet Reviewer: Colleen P. Reviewer details: Non-Profit Organization Management, 11-50 employees Published: April 14, 2026 > "LiveChat allows us to connect with job seekers and community members in real time, making it easier to answer questions, provide guidance, and create a welcoming first point of contact." ### Integrations tab LiveChat connects with 119+ software tools. [See all integrations](https://www.capterra.com/p/62194/LiveChat/#integrations) #### Most popular integrations - Basecamp: 4.4 rating - Campaign Monitor by Marigold: 4.5 rating - Grasshopper: 4.3 rating - ProjectManager: 4.1 rating - Benchmark Email: 4.3 rating - LeadSquared: 4.3 rating #### Integrations-related review snippet Reviewer: Verified Reviewer Reviewer details: Marketing and Advertising, 501-1,000 employees Published: February 19, 2026 > "Very easy to use, minimal coding experience, seamless integration on website, decent internal reporting capabilities, great customer support with setting up and ongoing" --- ## Appy Pie Rating: 4.6 out of 5 (1,394 reviews) Profile: [Appy Pie](https://www.capterra.com/p/140928/Appy-Pie/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Cloud-based, no-code platform for building native iOS and Android apps, websites, chatbots, and automated workflows using. #### Rating breakdown - Ease of Use: 4.6 out of 5 - Customer Service: 4.6 out of 5 - Features: 4.4 out of 5 - Value for Money: 4.5 out of 5 #### Pros and cons based on reviews Pros: - Responsive and helpful assistance - Accessible no-code app builder Cons: - Persistent bugs and technical challenges - High and restrictive pricing structure #### Starting price Starting price: $16.00 Pricing details: Usage Based, Per Month Free trial: Yes Free demo: No #### Pricing review snippet Reviewer: John M. Reviewer details: Education Management, Self-employed Published: June 24, 2025 > "They offer great value for money, excellent support, and some really good options." ### Features tab #### Most popular features - Real-Time Notifications: Not available - Alerts/Escalation: Not available - Access Controls/Permissions: Available - Reporting/Analytics: Available - Self Service Portal: Not available - Service Level Agreement (SLA) Management: Not available - Automated Routing: Not available - Prioritization: Not available - Multi-Channel Communication: Not available - Third-Party Integrations: Available - Real-Time Chat: Not available - Workflow Management: Available #### Feature-related review snippet Reviewer: Verified Reviewer Reviewer details: Information Technology and Services, 11-50 employees Published: November 29, 2023 > "appy pie has a great user interface on the first glance which i think attract a lot of clients" ### Gallery tab Ease of use: 4.6 out of 5 (1,394 reviews) #### Related review snippet Reviewer: Mystical J. Reviewer details: Accounting, 1-10 employees Published: June 8, 2026 > "The platform makes it incredibly easy to attach modern features like push notifications, in-app purchases, and geofencing without building them from scratch." ### Integrations tab Appy Pie connects with 1+ software tools. [See all integrations](https://www.capterra.com/p/140928/Appy-Pie/#integrations) #### Most popular integrations - ActiveCampaign: 4.6 rating #### Integrations-related review snippet Reviewer: Emanuel C. Reviewer details: Media Production, 11-50 employees Published: May 27, 2025 > "That helped drive up our engagement and allowed to reach an audience that is more mobile than web." --- ## Odoo Rating: 4.2 out of 5 (1,329 reviews) Profile: [Odoo ](https://www.capterra.com/p/135618/Odoo/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Odoo is an all-in-one open-source business platform for CRM, Sales, Accounting, Website, eCommerce, POS, Inventory, HR, and more. #### Rating breakdown - Ease of Use: 4.0 out of 5 - Customer Service: 3.9 out of 5 - Features: 4.2 out of 5 - Value for Money: 4.1 out of 5 #### Pros and cons based on reviews Pros: - Highly adaptable business solution - Customizable open-source platform Cons: - Frequent bugs and technical problems - Complex and costly payment processes #### Starting price Starting price: $31.10 Pricing details: Per User, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Customizable Branding: 3.5 rating - Activity Dashboard: 4.0 rating - Surveys & Feedback: 4.0 rating #### Feature-related review snippet Reviewer: Patrick K. Reviewer details: Construction, 11-50 employees Published: June 13, 2026 > "The modern interface makes navigation pleasant for my entire team." ### Gallery tab Ease of use: 4.0 out of 5 (1,329 reviews) #### Related review snippet Reviewer: Patrick K. Reviewer details: Construction, 11-50 employees Published: June 13, 2026 > "The interconnection between applications is flawless: when a sale is validated, the inventory updates automatically, and the invoice is generated in a single click." ### Integrations tab Odoo connects with 14+ software tools. [See all integrations](https://www.capterra.com/p/135618/Odoo/#integrations) #### Most popular integrations - Google Docs: 4.8 rating - PayPal: 4.3 rating - Instagram: 4.7 rating - Stripe: 4.3 rating - Zapier: 4.7 rating - Microsoft Outlook: 4.3 rating #### Integrations-related review snippet Reviewer: Ryan P. Reviewer details: Design, 1-10 employees Published: March 2, 2026 > "Instead of piecing together multiple tools, Odoo integrates key business functions in one system which can simplify workflows and reduce tool sprawl." --- ## Bitrix24 Rating: 4.2 out of 5 (1,003 reviews) Profile: [Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) Visible tabs: Overview, Features, Gallery, Integrations ### Overview tab #### What is this product about? Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 15 million companies in cloud and on-premise. #### Rating breakdown - Ease of Use: 4.0 out of 5 - Customer Service: 4.0 out of 5 - Features: 4.3 out of 5 - Value for Money: 4.2 out of 5 #### Pros and cons based on reviews Pros: - Integrated real-time communication tools - Centralized teamwork and productivity Cons: - Delayed and limited support - Frequent technical glitches #### Starting price Starting price: $69.00 Pricing details: Flat Rate, Per Month Free trial: Yes Free demo: No ### Features tab #### Highest rated features - Customizable Fields: 5.0 rating - Reporting/Analytics: 5.0 rating - Access Controls/Permissions: 4.8 rating - Ticket Management: 3.6 rating #### Lowest rated features - Call Center Management: 3.2 rating - Real-Time Notifications: 4.0 rating - Support Ticket Management: 4.0 rating - Customer Database: 3.0 rating #### Feature-related review snippet Reviewer: Verified Reviewer Reviewer details: Non-Profit Organization Management, 11-50 employees Published: December 4, 2025 > "The user interace was mostly intuitive and easy to use." ### Gallery tab Ease of use: 4.0 out of 5 (1,003 reviews) #### Related review snippet Reviewer: Ramadhan A. Reviewer details: Education Management, 11-50 employees Published: June 25, 2026 > "Bitrix24 provides a comprehensive set of tools for collaboration, task management, communication, and workflow coordination in a single platform." ### Integrations tab Bitrix24 connects with 22+ software tools. [See all integrations](https://www.capterra.com/p/113540/Bitrix24/#integrations) #### Most popular integrations - Jira: 4.4 rating - QuickBooks Online: 4.3 rating - Calendly: 4.7 rating - Zapier: 4.6 rating - Jotform: 4.7 rating - Microsoft Outlook: 4.5 rating #### Integrations-related review snippet Reviewer: Verified Reviewer Reviewer details: Building Materials, 10,001+ employees Published: April 13, 2026 > "We can recommend viasocket as a convenient and flexible no/low-code solution for configuring integrations between business applications." --- Page 1 of 10 ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Filter (447) Products: Sort By: Featured Partners * * * Plan Type Free Trial Popular 85% of professionals opt for a 30-day trial before the software purchase Other subsciption plans: Free Version Monthly Subscription Annual Subscription One-Time License Key Features All key features Popular We have selected the most important and critical features as defined by Capterra user reviews [Access Controls/Permissions](https://www.capterra.com/help-desk-software/features/access-controls-permissions/) Activity Dashboard [AI Copilot](https://www.capterra.com/help-desk-software/features/ai-copilot/) [Alerts/Escalation](https://www.capterra.com/help-desk-software/features/alerts-escalation/) [Alerts/Notifications](https://www.capterra.com/help-desk-software/features/alerts-notifications/) Automated Routing [Chatbot](https://www.capterra.com/help-desk-software/features/chatbot/) Collaboration Tools Customer Database Customizable Branding [Email Management](https://www.capterra.com/help-desk-software/features/email-management/) [Generative AI](https://www.capterra.com/help-desk-software/features/generative-ai/) [Incident Management](https://www.capterra.com/help-desk-software/features/incident-management/) [Knowledge Base Management](https://www.capterra.com/help-desk-software/features/knowledge-base-management/) Macros/Templated Responses Multi-Channel Communication Prioritization Real-Time Chat [Real-Time Notifications](https://www.capterra.com/help-desk-software/features/real-time-notifications/) [Reporting/Analytics](https://www.capterra.com/help-desk-software/features/reporting-analytics/) [Self Service Portal](https://www.capterra.com/help-desk-software/features/self-service-portal/) [Service Level Agreement (SLA) Management](https://www.capterra.com/help-desk-software/features/service-level-agreement-sla-management/) Social Media Integration [Support Ticket Management](https://www.capterra.com/help-desk-software/features/support-ticket-management/) Third-Party Integrations [Ticket Management](https://www.capterra.com/help-desk-software/features/ticket-management/) Workflow Management Deployment Cloud, SaaS, Web-Based Desktop Mac Desktop Windows Desktop Linux On-Premise Windows On-Premise Linux Desktop Chromebook Mobile Android Mobile iPhone Mobile iPad Related Software Category: [Issue Tracking Software](https://www.capterra.com/issue-tracking-software/)[ITSM Software](https://www.capterra.com/itsm-software/)[Knowledge Management Software](https://www.capterra.com/knowledge-management-software/)[Portal Software](https://www.capterra.com/portal-software/)[IT Service Software](https://www.capterra.com/it-service-software/)[Service Desk Software](https://www.capterra.com/service-desk-software/)[IT Documentation Software](https://www.capterra.com/it-documentation-software/)[Logbook Software](https://www.capterra.com/logbook-software/)[IT Ticketing Systems Software](https://www.capterra.com/it-ticketing-systems-software/) I'm looking for Help Desk Software that is: [Free](https://www.capterra.com/help-desk-software/s/free/)[For Mac](https://www.capterra.com/help-desk-software/s/mac/)[For Small Businesses](https://www.capterra.com/help-desk-software/s/small-businesses/) Table of Contents - [What is help desk software and how do I choose the right one?](#what-is-help-desk-software-and-how-do-i-choose-the-right-one) - [Essential help desk software buying information](#essential-help-desk-software-buying-information) - [What are the most reviewed help desk software systems?](#what-are-the-most-reviewed-help-desk-software-systems) - [What is help desk software?](#what-is-help-desk-software) - [Help desk software pricing](#help-desk-software-pricing) - [Help desk software features rated by users](#help-desk-software-features-rated-by-users) - [Top benefits of help desk software identified by users](#top-benefits-of-help-desk-software-identified-by-users) - [Challenges in help desk software identified by users](#challenges-in-help-desk-software-identified-by-users) - [What is help desk software used for?](#what-is-help-desk-software-used-for) - [Who uses help desk software?](#who-uses-help-desk-software) - [Common help desk software integrations](#common-help-desk-software-integrations) - [Recent trends in help desk software](#recent-trends-in-help-desk-software) - [Learn more about the advantages of help desk software for your business](#learn-more-about-the-advantages-of-help-desk-software-for-your-business) ## What is help desk software and how do I choose the right one? [Help desk software](https://www.capterra.com/help-desk-software/) supports employees, end users, and customers by providing methods for ticket tracking, IT management, and customer service support. Primary users are customer service and support, IT and software development, and marketing professionals. Other industries include distribution/inventory management, engineering, education, telecommunications, banking, and finance. Help desk software pricing is typically on a “per month” basis, ranging from $190 for basic systems to $1,400 or more for advanced platforms. First-time buyers should consider the cost of ownership, update fees, patches, and other costs. Consulting stakeholders to determine key questions for vendors can help find the best system. Questions include: _How configurable is the interface?_ _Does it support virtual customer assistants (VCAs) across channels?_ _Are telephony services scalable and can they be integrated?_ _How does self-service help reduce the support load?_ _Are there performance measurement tools?_ ## Essential help desk software buying information [Help desk software](https://www.capterra.com/help-desk-software/) enables customer service departments to provide faster and more effective support to employees, end users, and customers by providing improved methods for ticket tracking, IT management, and customer service support. Help desk software is primarily used by customer service and support professionals, along with those in IT and software development and marketing roles. It is widely adopted in a variety of industries, including distribution/inventory management, engineering, education, telecommunications, and banking and finance. Help desk software pricing is typically on a “per month” basis, ranging from $190 for basic systems to $1,400 or more  for advanced platforms.\[[1](#sources)\] Every one in five software buyers we surveyed is prioritizing investment in help desk software. When considering the acquisition of help desk software, it is important to understand the total cost of ownership, including any fees for updates, patches, and other potential expenses. To ensure you choose a system that meets your specific needs, consider asking the vendor the following feature-specific questions: - How configurable is the help desk interface to allow agents to manage all customer interactions efficiently? - Does the software support virtual customer assistants (VCAs) across all service channels and enhance the customer experience? - Are the telephony services provided by the software scalable and robust, and do they integrate well with competitive voice carrier services? - How comprehensive are the self-service options, including knowledge bases, FAQs, community forums, and chatbots, and how do they contribute to reducing the support load? - Are there any tools to measure the customer support team's performance? - Does this tool offer visual support tools? Jacob Eberhart, an experienced builder and manager of IT help desks for large organizations, advocates a cautious approach when investigating new solutions.\[[2](#sources)\] “Don’t sign a year or longer contract at first,” says Eberhart. “Test it out first. If it’s awesome and works well after several month-to-month purchases, and you use the software a lot in those months, then great—sign for a year. But don’t commit to it for more than a year per contract—who’s to know what will change?” ## What are the most reviewed help desk software systems? [Capterra Shortlist](https://www.capterra.com/help-desk-software/shortlist/) identifies the top help desk systems based on a proprietary blend of user ratings and popularity, helping small businesses efficiently find the most effective help desk solution for their needs.\[[3](#sources)\] Here are the five most-reviewed products in our Capterra Shortlist for this category: | Product | Overall score | Popularity score | Ratings score | | --- | --- | --- | --- | | [Intercom](https://www.capterra.com/p/134347/Intercom/) | 95/100 | 48/50 | 47/50 | | [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) | 92/100 | 45/50 | 47/50 | | [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) | 88/100 | 41/50 | 47/50 | | [LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) | 83/100 | 34/50 | 49/50 | | [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) | 80/100 | 33/50 | 47/50 | These rankings are determined by combining verified user ratings and publicly available web search popularity data: - **Ratings score:** Relative score of the software based on ratings given by users on Capterra, normalized for number and recency of reviews. - **Popularity score:** Relative popularity of software based on web search trends and products’ web presence. ## What is help desk software? [Help desk software](https://www.capterra.com/help-desk-software/) facilitates the management of customer support and service requests for businesses. It helps resolve issues, inquiries, and complaints customers bring forward while using a business's products or services.   Help desk software solutions centralize customer communication, allowing support agents to efficiently track, prioritize, and resolve various types of customer interactions and concerns. These interactions may include inquiries via email, phone calls, live chat, social media, and other channels. The software provides improved methodologies for ticket tracking, [IT management](https://www.capterra.com/it-management-software/), and [customer service](https://www.capterra.com/customer-service-software/) support. As well as providing the mechanisms for customer support, help desk software also serves as a record of interactions—a vital feature for managers, says Eberhart. “Let’s say one agent is really good at scripting but not with Windows Servers,” says Jacob. “I can see that she spent 3 hours on a Windows Server Issue that would take another agent 15 minutes at most. I can review and see where each team member needs help.” “There are countless other examples, but in helpdesk, record keeping is king. Any service desk software worth its salt does it, does it comprehensively, and does it well” Capterra covers 531 products in the help desk software category which have received 4,572 user reviews over the past year.\[[4](#sources)\] ## Help desk software pricing Most help desk software solutions on the market are priced on a "per month" basis. A typical entry-level monthly pricing plan is around $190 per license, while high-end versions commonly cost about $1,400 or more per month.\[[1](#sources)\] - Entry-level systems typically include essential features such as ticket management and knowledge base management. - Premium plans usually offer advanced features such as multiple inboxes, AI chat support, customizable automated replies, and custom analytics and reporting. These plans often support larger teams and provide more customization options. In addition to the software license costs, other costs associated with online help desk software include priority support, advanced data security, additional users, maintenance, and upgrades. When considering a new tool, these costs should be considered. Most vendors provide free trials of their help desk products, and some of them even offer a [free version](https://www.capterra.com/help-desk-software/s/free/). However, these often have limited functionality and are subject to restrictions on the number of tickets, list entries, and knowledge base articles. While these limitations may not be sufficient for larger operations, free versions are useful for testing and determining if the software aligns with the organization's needs. Most (47%) of the help desk software buyers our advisors spoke to over the past two years budget between 165 and 495 per month, with a significant number (41%) budgeting more than that.\[[5](#sources)\] ## Help desk software features rated by users All help desk software includes ticket management and knowledge base management features, and most share a variety of common features such as alerts/escalation and reporting/analytics. ### Core help desk software features - **Ticket management:** Tracking, managing, and resolving user requests and IT incidents/issues. 90% of reviewers rate this feature as critical or highly important. - **Knowledge base management:** Creating, organizing, updating, and maintaining a repository of information, often known as a knowledge base. 82% of reviewers rate this feature as critical or highly important. ### Highly rated common help desk software features Our analysis of proprietary reviews data reveals other common help desk software features users rate as valuable: - **Real-time notifications:** Send informational updates that are delivered to users as soon as an event occurs. 84% of reviewers rate this feature as critical or highly important. - **Alerts/escalation:** Send system notifications about the need to bump the priority level of the ticket. 75% of reviewers rate this feature as critical or highly important. - **Access controls/permissions:** Define levels of authorization for access to specific files or systems. This feature is rated as critical or highly important by 72% of reviewers. - **Reporting/analytics:** View and track pertinent metrics, such as support effectiveness, customer satisfaction, and agent performance. 72% of reviewers rate this feature as critical or highly important. - **Real-time chat**: Engage in direct, instant messaging with customers, users, etc. - **Automated routing:** Tickets are automatically assigned to specific agents based on predefined rules. - **Customer database:** A collection of customer information such as contact details, demographics, previous interactions, etc. - **Multi-channel communication:** Allows communication with customers or users via multiple channels such as phone, email, live chat. - **Self service portal**: Online portal through which end users can access the system, manage tasks, or obtain information. Automated routing of tickets can be a significant time—and money—saver, says Eberhart. “It’s unreasonable (and frankly, impossible) for staff to focus on reviewing the helpdesk board and solving tickets, especially as staff are billable to clients. Automatic assignments of tickets for staff is invaluable and saves a lot of time for both the staff themselves and the help desk managers. This is especially true if the helpdesk is for a Managed Service Provider (MSP); the more time staff are billing and the less time staff are in-between tickets, the better for the bottom line." ## **Top benefits of help desk software identified by users** **Enables efficient business operations:** Help desk software helps streamline overall business operations, ensuring accounts are up to date and customer support is efficiently managed. _“It not only helps in the organization and governance of IT, but also in the excellence of our support and end user satisfaction.”_ –Daniel M., IT supervisor, construction **Enhanced client management**: Users report that help desk software improves client relationships and service delivery by centralizing information, making interactions easier to access and more efficient to manage. _“The solution integrated seamlessly with our internal administration platform, allowing us instantaneous access to any client's bookings or profiles.”_ –Danielle S., marketing business development senior director, sporting goods **Workflow automation and customization**: Users highlight the software’s automation capabilities and its flexibility to customize workflows, resulting in efficient handling of customer requests and streamlined support operations. _“It effortlessly adapts to our specific needs and requirements, allowing us to customize and tailor it to suit our desired workflow.”_ –Audrey B., IT project manager, oil & energy **Improves productivity:** Help desk software increases productivity by resolving issues quickly. In addition, its analytical tools help identify areas for improvement, further improving operational efficiency. _“They way it increases your work productivity, you save a lot of time and customers love a fast resolution.”_ –Belen Z., CSR manager, veterinary ## **Challenges in help desk software identified by users** Regarding the implementation of help desk software, users frequently cite issues that can impact the effectiveness and efficiency of the software. The most common limitations identified in the user reviews pertain to performance speed, email notifications, reporting, and data management. - **Performance speed:** Users may experience slow performance and occasional freezing, requiring device restarts to resume normal operations. To prevent these issues, businesses should conduct regular maintenance checks, ensure that the software environment is properly configured, and consider scaling up their infrastructure to handle higher loads. - **Email notifications:** Some users have reported issues with email notifications, such as delivery problems, confusing email formats, and limited customization options. Businesses should consult with their vendor to determine the optimal email settings for their specific needs and ensure that email configurations are set up correctly. This will help improve the effectiveness of email notifications and resolve related issues. - **Reporting:** The reporting features can sometimes be non-intuitive and lack advanced functionalities, hindering the ability to generate meaningful insights. To overcome this, businesses can supplement the software's reporting capabilities by integrating with external reporting tools. - **Data management:** Data management is another common issue. People often have trouble importing and exporting data, processing large datasets, and setting up complex processes. To avoid this, it is important to plan and execute data migration processes carefully. Using batch processing can help streamline data entry. More broadly speaking, selecting the right software can be tricky—in fact, 59% of respondents in Capterra's 2025 Tech Trends Survey of business professionals regretted a technology purchase made in the past 12 to 18 months. Nearly a third cite technical issues with implementation and compatibility as reasons for regret.\[[6](#sources)\] ## **What is help desk software used for?** Analysis of our extensive financial reporting software reviews highlights the most common use cases: - **Live chat support:** Chat with customers in real time and resolve their queries on the spot. - **Communication channels:** Offer support for multiple channels, including email, phone, social media, and live chat. This allows help desk professionals to manage customer inquiries more efficiently. - **Simplifies ticket management:** Organize customer inquiries into a ticketing system, allowing support agents to prioritize, categorize, and track issues. This helps create simplified workflows through automated ticket routing and ensures no customer request falls through the cracks.  Help desk software is closely related to several other types of applications that support fast and effective support to employees, end users, and customers. Organizations might use one or more of the following software to perform tasks connected with help desk operations: - [**Customer relationship management software**](https://www.capterra.com/customer-relationship-management-software/), more commonly known as CRM software, enables customer interaction, support, and relationship management. - [**Contact center software**](https://www.capterra.com/contact-center-software/) automates and standardizes the process of receiving and responding to customer requests across different communication channels such as email, phone calls, live chat, and social media. - [**Customer service software**](https://www.capterra.com/customer-service-software/) allows organizations to manage and track customer relationships and support services. - [**Information technology service management software**](https://www.capterra.com/itsm-software/), more commonly known as ITSM software, focuses on the management of internal and external IT support. - [**Issue tracking software**](https://www.capterra.com/issue-tracking-software/) assists in monitoring, managing, and resolving issues in a variety of departments, from financials to service desk. - [**Knowledge management software**](https://www.capterra.com/knowledge-management-software/) enhances the utilization of intellectual capital and intangible assets by capturing, preserving, and organizing institutional knowledge in a measurable format. ## **Who uses help desk software?** Help desk software is used in a variety of industries by companies that need to offer customer service and IT support. It is most commonly used by employees in IT and software development, customer services and support, and marketing roles, though administrative and sales professionals, as well as business owners, also benefit from help desk solutions. In speaking with potential buyers, we found that the companies that contacted Capterra in the last two years expressing interest in help desk software predominantly range between 51 and 500 employees and generate annual revenue of $6 to $100 million.\[[5](#sources)\] ## Common help desk software integrations We analyzed our extensive reviews database and based on that, we determined the three categories that most often integrate with help desk software are: collaboration, CRM, and project management. Integrating help desk software with [collaboration](https://www.capterra.com/collaboration-software/) tools is an effective method for enhancing team communication and coordination, facilitating the real-time sharing of information and the efficient resolution of customer issues.  Customer Relationship Management ([CRM](https://www.capterra.com/customer-relationship-management-software/)) integrations provide a unified view of customer interactions, enabling support agents to access customer data, track interactions, and deliver personalized support.  [Project management](https://www.capterra.com/project-management-software/) integrations streamline the process of managing support tickets within the context of larger projects, ensuring that tasks are tracked, prioritized, and completed on time. Check also whether the integration will carry a cost. This could be in the technical resources it takes (i.e., if the vendor charges for some troubleshooting beyond a certain level)to build the integration, or the application programming interface (API) provided by the help desk software vendor. “Some of the integrations are free, and some have to be ‘quasi-manually’ created or edited,” says Eberhart. “All of this requires time, so highly integrated helpdesk software that's across the entire enterprise is generally only seen at large organizations. I have seen some social media integrated. However, it can be complicated if a company has multiple social media handles or accounts.” The top help desk software vendors offer various API integrations. Help desk software typically integrates with social media and live chat platforms to enable direct communication with customers. Integration with remote monitoring and management (RMM) tools and professional services automation (PSA) systems allows customer support teams to streamline processes and automate internal workflows. When evaluating solutions, make sure the help desk software supports seamless integration across your tech stack. Over the past two years, 61% of 482 help desk software buyers have been looking for the best-of-breed products, which are stand-alone systems that need to be integrated with other software.\[[5](#sources)\] ## Recent trends in help desk software Increasing automation and self-service: The drive to cut IT costs and boost productivity is pushing more businesses toward automation and self-service options within their IT service desks. While this shift aims to make operations more efficient, it also presents challenges, especially for smaller businesses struggling to adopt these new technologies.\[[6](#sources)\] Bridging the gap with conversational AI: In the realm of retail customer support, the implementation of chatbots is on the rise, yet they often fall short of meeting clients' expectations. According to a Capterra study, [53% of retail chatbot users rated their experience as “fair” or “poor.”](https://www.capterra.com/resources/retail-chatbots/) To address this issue, conversational artificial intelligence tools are seeking to bridge the gap. Small retailers, in particular, are anticipating a future where AI-powered bots can effectively support their customer service staff, providing a more satisfying and personalized experience for their customers. Leveraging technology for enhanced feedback: Capterra's survey shows that [70% of companies are using technology](https://www.capterra.com/resources/current-investments-in-customer-experience-solutions/) for their voice of customer (VoC) programs, feedback collection, surveying, and research to better understand customer satisfaction levels. This includes gathering feedback not only on customer service but also on products and services offered by the company. By analyzing these insights, businesses can refine their customer experience strategies for greater success. ## Learn more about the advantages of help desk software for your business  Still not sure if help desk software is right for your business? Check out other resources for more information: - [A Price Comparison Guide for Help Desk Software](https://www.capterra.com/resources/help-desk-software-pricing-report/) - [6 Top-Rated AI Customer Service Tools](https://www.capterra.com/resources/top-ai-customer-service-tools/) - [5 Top-Rated CRM Software for Small Businesses](https://www.capterra.com/resources/crm-software-for-small-business/) Sources 1. Capterra software pricing data: Only products with publicly available pricing information and qualified software products within the category as of the production date are included in the pricing analysis. [**Read the complete methodology**](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology). 2. [Jacob Eberhart](https://www.linkedin.com/in/jacobeberhart/), LinkedIn 3. Capterra Shortlist: Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [**Read the complete methodology**](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology). 4. Capterra reviews data: Capterra reviews are collected from verified users for individual software products. [**Read the complete methodology**](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology). 5. Capterra advisor call notes: Findings are based on data from telephonic conversations that Capterra’s advisor team had with small-to-midsize businesses seeking help desk tools. For this report, we analyzed phone interactions from the past 2 years as of the production date. [**Read the complete methodology**](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology). 6. Capterra 2025 Tech Trends Survey: The 2025 Tech Trends Survey was conducted online in August 2024 to understand the timeline, organizational challenges, adoption & budget, vendor research behaviors, ROI expectations, and satisfaction levels for software buyers. [**Read the complete survey methodology here**](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology).  How we picked the software on this list **I evaluated leading help desk software** that organizes tickets, centralizes conversations, and automates tasks so businesses can resolve issues with clarity and speed. **These platforms are vetted by real users and arranged by features, pricing, and usability so you can compare at a glance and focus on options that match your needs.** With tools for multichannel support, workflow automation, and knowledge management, these systems help teams work efficiently. Whether you need structured escalation paths or simple queues, **check out our** [**help desk software buying guide**](https://www.capterra.com/help-desk-software/#buyers-guide-content) **to choose the right tool.** Sorted by Featured Partners [4.4 (4090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Why we picked it The platform stands out for its robust ticketing and multi-channel support capabilities, helping businesses manage customer inquiries across email, chat, and social platforms. Zendesk Suite’s customizable workflows and analytics make it a strong choice for teams seeking organized, scalable customer service operations. Pros and cons based on reviews Comprehensive client support tools Intuitive user experience Unified chat and ticketing Performance and reliability concerns High and complex pricing Email handling limitations Starting price $115Per User, Per Month Highest and lowest rated features Ticket management 4.5 Customer database 4.3 Alerts/escalation 4.3 Reporting/analytics 3.7 Third-party integrations 3.9 Customizable branding 3.0 Zendesk is strong at organizing tickets and customer information, which helps keep support workflows running smoothly. That said, reporting and branding options are more limited, and integrations don’t offer as much flexibility as some teams might expect. Zendesk Suite's user interface 1. Unified workspace simplifies managing customer requests 2. Dashboard design supports quick navigation and workflows 3. Interface feels outdated and cluttered for new users [4.5 (3472)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Why we picked it Freshdesk keeps customer support conversations in one place with an intuitive layout and solid ticketing tools across multiple channels. Its automation features and built‑in knowledge base help your team work more efficiently and resolve issues faster. Pros and cons based on reviews Quick and simple setup Streamlined client support management Efficient team coordination Recurring software bugs Email handling shortcomings Integration and notification gaps Starting price $19Per User, Per Month Highest and lowest rated features Ticket management 4.5 Knowledge base management 4.1 Customer database 4.0 Reporting/analytics 3.7 Access controls/permissions 4.0 Third-party integrations 3.8 Freshdesk excels in ticket management and knowledge base tools, enabling efficient support and self-service. However, reporting and integration features lack flexibility, and permissions could be more granular for complex setups. Freshdesk's user interface 1. Modern, intuitive interface simplifies daily support tasks 2. Clean dashboard design enables quick access to features 3. Navigation feels cumbersome for advanced configurations [4.5 (456)](https://www.capterra.com/p/144309/Atera/reviews/) Why we picked it The system comes with all-in-one IT management capabilities, combining remote monitoring, ticketing, and automation. Its intuitive interface and quick setup make it ideal for managed service providers (MSPs) and IT teams seeking streamlined workflows and efficient client support. Pros and cons based on reviews Effortless software deployment Streamlined initial setup Time-saving automation tools Missing advanced features Slow performance and responsiveness Inconsistent hardware monitoring Starting price $129Per User, Per Month Highest and lowest rated features Real-time notifications 4.5 Reporting/analytics 4.3 Ticket management 3.7 Third-party integrations 2.0 Activity dashboard 2.5 Atera excels in real-time notifications and reporting, helping IT teams stay proactive and organized. On the flip side, integration options and dashboard usability need improvement. Remote Monitoring and Management's user interface 1. Clean, intuitive dashboard simplifies IT management tasks 2. Logical layout supports quick navigation across core tools 3. Interface feels clunky and lacks polish in some modules [4.7 (1788)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Why we picked it It brings email, chat, and social media support into a single, easy‑to‑use platform. With a strong ticketing system and real‑time engagement tools, LiveAgent helps your team handle conversations efficiently and keep customer support organized as you grow. Pros and cons based on reviews Unified social media management Comprehensive feature set Efficient client communication Frequent technical glitches Limited mobile functionality Email workflow limitations Starting price $15Per User, Per Month Highest and lowest rated features Ticket management 4.8 Customer database 4.7 Multi-channel communication 4.4 Service level agreement (SLA) management 2.3 Customizable branding 4.0 Customizable fields 40.0 LiveAgent does a good job of keeping tickets and conversations organized across multiple channels. Service level agreement (SLA) management and customization are more limited, though, which can make it harder to support complex or highly tailored workflows. LiveAgent's user interface 1. Simple, intuitive interface cuts down on training time 2. Tabbed layout enables quick navigation across support tools 3. Visual design feels dated and lacks modern customization [## TeamViewer ONE](https://www.capterra.com/p/194565/TeamViewer/) [4.6 (11639)](https://www.capterra.com/p/194565/TeamViewer/reviews/) ### Highly rated and affordable Why we picked it TeamViewer makes it easy to access devices remotely and collaborate with your team, whether you’re supporting clients, managing systems, or running meetings from different locations. Its cross-platform compatibility and strong security features make it a reliable choice for IT support and distributed teams. Pros and cons based on reviews Significant time and cost savings Hassle‑free team collaboration Flexible remote device control Performance lag and latency Expensive and restrictive licensing High internet speed requirement Starting price $24.9Flat Rate, Per Month Highest and lowest rated features Access controls/permissions 4.5 Real-time chat 4.1 Collaboration tools 4.0 Two-way audio and video 1.4 Third-party integrations 1.7 Compliance management 1.8 TeamViewer excels in secure access controls and real-time communication, supporting efficient collaboration. Lower‑rated features like two‑way audio and video, third‑party integrations, and compliance management add value but point to functional limits that buyers may want to consider. TeamViewer ONE's user interface 1. Intuitive interface simplifies remote support tasks 2. Clean menus enable quick access to essential tools 3. Interface feels dated and crowded with options [## Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) [4.2 (1003)](https://www.capterra.com/p/113540/Bitrix24/reviews/) ### Highly rated for real-time notifications Why we picked it Bitrix24 offers communication, task tracking, and collaboration tools in one platform, making it easier to manage projects and day‑to‑day work in a single place. Its integrated approach helps businesses manage workflows, share files, and coordinate projects efficiently across distributed teams. Pros and cons based on reviews Unified team communication tools Comprehensive collaboration platform Robust task management features Slow performance and delays Frequent bugs and glitches Slow and ineffective support Starting price $69Flat Rate, Per Month Highest and lowest rated features Real-time notifications 4.3 Customizable fields 4.0 Collaboration tools 3.7 Activity dashboard 1.0 Surveys & feedback 2.0 Third-party integrations 3.6 The platform is strong at real‑time notifications and collaboration, making it easier for your team to stay in sync and coordinate projects. However, its activity dashboard and survey tools feel fairly limited, and integrations don’t go as deep as teams with more complex needs might expect. Bitrix24's user interface 1. Clean dashboard offers unified view of tasks and projects 2. Flexible interface supports multiple business functions 3. Overwhelming layout feels cluttered for new users [## EngageBay CRM](https://www.capterra.com/p/178819/EngageBay-Marketing/) [4.6 (910)](https://www.capterra.com/p/178819/EngageBay-Marketing/reviews/) ### Highly rated and free Why we picked it EngageBay CRM is a budget‑friendly, all‑in‑one platform that brings marketing, sales, and customer service together in one place. With built‑in automation and connected workflows, it helps you grow without juggling multiple tools or paying for extra subscriptions. Pros and cons based on reviews Affordable all-in-one solution Efficient lead tracking tools Time-saving automation features Limited reporting capabilities Restrictive email sending limits Frequent bugs and a clunky experience Starting price $14.99Per User, Per Month Highest and lowest rated features Customizable fields 4.5 Workflow management 4.5 Data import/export 4.5 Reporting/analytics 3.5 Social media integration 3.8 Customizable branding 3.8 Users like EngageBay’s customizable fields and workflow tools because they’re flexible and easy to adapt to different processes. That said, the reporting and analytics are fairly basic, which can make it harder to dig into detailed, data‑driven insights. EngageBay CRM's user interface 1. A clean, organized dashboard makes navigation simple 2. Ready-made templates and automation streamline daily tasks 3. The interface feels dated and lacks modern design polish [## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) [4.5 (776)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) ### Highly rated for automated routing Why we picked it JIRA Service Management is appreciated for its robust IT service management and Agile project capabilities. It offers customizable workflows, SLA tracking, and seamless integration with Atlassian tools. Moreover, its flexibility makes it ideal for teams managing complex projects and service requests across multiple departments. Pros and cons based on reviews Comprehensive Agile project tools Robust request handling platform Streamlined cross-team collaboration Sluggish performance on large data sets Complex access and permissions Steep learning curve for new users Starting price $20Per User, Per Month Highest and lowest rated features Customizable fields 5.0 Ticket management 4.5 API 2.8 Collaboration tools 3.9 JIRA Service Management is appreciated for its robust IT service management and Agile project capabilities. It offers customizable workflows, SLA tracking, and seamless integration with Atlassian tools. Moreover, its flexibility makes it ideal for teams managing complex projects and service requests across multiple departments. JIRA Service Management's user interface 1. Clean, modern interface supports Agile workflows 2. Customizable layout helps tailor views for different roles 3. The interface feels cluttered and confusing for new users [## Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) ### Highly rated for performance metrics Why we picked it Tidio stands out for its intuitive interface and AI-powered chatbots, enabling businesses to manage real-time customer interactions across multiple channels. Its automation tools and lead generation features make it a strong choice for small businesses seeking efficient communication and improved customer engagement. Pros and cons based on reviews Simple setup and navigation Effective lead generation tools Streamlined client communication Occasional software glitches Unreliable notification system Mobile app performance issues Starting price Not provided by vendor Highest and lowest rated features Multi-channel communication 4.8 Chatbot 4.7 Real-time notifications 4.6 Screen sharing 1.1 Service level agreement (SLA) management 2.4 A/B testing 2.6 Tidio brings live chat, messaging, and chatbot tools into a single experience, helping you automate customer conversations while still keeping responses personal and timely. On the flip side, features like screen sharing and SLA management could be improved. Tidio's user interface 1. Clean, intuitive dashboard simplifies chat management tasks 2. Visual workflow tools make automation easy to configure 3. Interface feels slightly outdated compared to competitors Featured partners [HappyFox Help Desk](https://www.capterra.com/p/83211/HappyFox/)[4.56 (93)](https://www.capterra.com/p/83211/HappyFox/reviews/) Best for Small Business - More than 38 integrations provided - Assignment Management features [Xurrent](https://www.capterra.com/p/146207/ITRP/)[4.67 (27)](https://www.capterra.com/p/146207/ITRP/reviews/) Best for Small Business - More than 33 integrations provided - Reporting/Analytics features [Vivantio](https://www.capterra.com/p/216733/Vivantio/)[4.30 (178)](https://www.capterra.com/p/216733/Vivantio/reviews/) Best for Enterprise - More than 55 integrations provided - Self Service Portal features ### Our methodology for the top 10 Help Desk software To reach our final list, we started with over 444 products. We identified the 10 best products through an analysis of thousands of exclusive user reviews, product research on more than 100 data points ranging from capabilities to popularity, and input from three Help Desk specialists on our team. Proprietary insights The foundation of all our research comes from Capterra’s proprietary insights gleaned from: - More than 55 in-house software advisors who speak with hundreds of project managers every year about their must-have features, pain points, and budgets. - Our comprehensive database of product pricing models, customer support offerings, and more. - Nearly 51,989 verified Help Desk software reviews based on in-depth questionnaires, which cover up to 25 topics from ease of use to integration capabilities. Reviews analysis We first ensured the top-rated project management software we considered was based on recent user feedback, so we focused on the 5,672 reviews published in the past two years as of September 2025. We included only products with at least 20 reviews and a minimum overall average rating of 4 out of 5, leaving 49 eligible solutions. Lead Help Desk researcher [Akriti Sharma](https://www.capterra.com/resources/author/akriti-sharma/) narrowed the list further by personally vetting products with input from two additional specialists. They screened products based on factors such as U.S. market presence, target user types, and core capabilities. Popularity assessment With about 38 products still in the running. We evaluated each tool’s popularity through a proprietary score based on online search demand signals (e.g., search interest for a product’s name) and the number of recent reviews published on our site. We considered 110 online search demand signals and 3,680 user reviews to assign these popularity scores. Final scoring and top 10 product descriptors Products that achieved a high popularity score and a high overall average rating made it onto our full 2026 Capterra Shortlist for Help Desk that recognizes up to 25 market leaders. Of those 25, only the highest-scoring products made it onto our top 10 list. We added a descriptive label for each of these 10 products to help you find the right fit based on standout help desk features and attributes. Learn more in our [Proprietary Data and Research Methodologies page](https://www.capterra.com/resources/proprietary-data-research/#capterra-best-product-lists-methodologies). ## Other software shortlisted by Capterra [### ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[4.5 (358)](https://www.capterra.com/p/254088/ServiceNow/reviews/) * * * About the product CMDB solution that offers infrastructure visibility helping teams make informed decisions via an accurate record system. * * * $100/month [### Crisp](https://www.capterra.com/p/151292/Crisp/)[4.6 (148)](https://www.capterra.com/p/151292/Crisp/reviews/) * * * About the product Your all-in-one helpdesk platform to scale customers' relationship * * * $45/month [### HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (183)](https://www.capterra.com/p/185973/HelpDesk/reviews/) * * * About the product HelpDesk.com is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. * * * $29/month [### Missive](https://www.capterra.com/p/152884/Missive/)[4.9 (184)](https://www.capterra.com/p/152884/Missive/reviews/)91% rated it with 5 stars * * * About the product Email collaboration tool that empowers teams to work on emails together, instead of forwarding endlessly or risking double sending. * * * $14/month [### NinjaOne](https://www.capterra.com/p/184229/NinjaOne/)[4.7 (297)](https://www.capterra.com/p/184229/NinjaOne/reviews/) * * * About the product Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. * * * Not provided by vendor [### Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.5 (2,215)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) * * * About the product Put customer service at the heart of your company. Make customers happier, agents more empowered, and your business healthier. * * * $20/month [### Front](https://www.capterra.com/p/132901/Front/)[4.5 (289)](https://www.capterra.com/p/132901/Front/reviews/) * * * About the product Front’s powerful customer service platform makes five-star service attainable for 9,000 businesses like yours. * * * $25/month [### Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/)[4.1 (525)](https://www.capterra.com/p/135148/Agile-CRM/reviews/) * * * About the product Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500. * * * $8.99 [### Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (829)](https://www.capterra.com/p/136189/Salesforce/reviews/) * * * About the product The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data. * * * $25/month [### Freshservice](https://www.capterra.com/p/132997/Freshservice/)[4.6 (795)](https://www.capterra.com/p/132997/Freshservice/reviews/) * * * About the product Modernize IT support with Freshservice, an AI-native service desk that deflects tickets, speeds resolution, and uncomplicates IT. * * * $19/month [### Gorgias](https://www.capterra.com/p/155357/Gorgias/)[4.6 (135)](https://www.capterra.com/p/155357/Gorgias/reviews/) * * * About the product The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant custo * * * $60/month [### SysAid](https://www.capterra.com/p/107225/SysAid/)[4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) * * * About the product AI-powered help desk that resolves requests instantly and routes the rest to the right agent. * * * $89/month [### Kustomer](https://www.capterra.com/p/158128/Kustomer/)[4.7 (80)](https://www.capterra.com/p/158128/Kustomer/reviews/) * * * About the product Kustomer is the omnichannel help desk platform reimagining enterprise customer service to deliver standout experiences. * * * $89/month [### Groove](https://www.capterra.com/p/143005/Groove/)[4.5 (87)](https://www.capterra.com/p/143005/Groove/reviews/) * * * About the product Groove is a help desk software that provides a shared inbox, knowledge base, live chat, and reporting to enhance customer support. * * * $29/month [### Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/) * * * About the product Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers. * * * $55/month Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. ## About the authors [Marcela Gava](https://www.capterra.com/resources/author/marcela-gava/) Author Marcela Gava is a senior content analyst at Capterra, covering the latest trends in technology, with a focus on cybersecurity, finance, marketing, and digital... [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Editor Mehar has been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content designed to...