Top 10 Help Desk Software in 2023: A Vendor Selection Guide

80% of customer service executives believe their customer experience is “superior”, however, customers think that only 8% of organizations are providing a superior customer experience (Figure 1).¹

Companies should deal with customer support situations and disputes rapidly to ensure that customer satisfaction is high, especially when negative experiences are amplified via platforms like review websites.

Help desk software helps organizations manage their customer experience. We chose the top 10 help desk software based on verifiable market data. We discuss their key benefits and provide real-world user examples to highlight which solution can meet your company’s unique requirements.

Figure 1: The experience and expectation gap of customer experience by industry

Source: PWC²

Top 10 help desk software in customer service

Vendors	Total number of employees	Total reviews*	Average ratings*	Ease of use**	Quality of support**	Free trial	Pricing: starts from per seat/month
Salesforce Service Cloud	70,443	4,593	4.4/5	8.1/10	8.1/10	30-day	$25.00
Zendesk Support Suite	6,275	10,355	4.3/5	8.5/10	8.4/10	14-day	$55.00
Zoho Desk	19,130	7,201	4.4/5	8.5/10	8.3/10	15-day	$7.00
Freshdesk	12,917	6,600	4.4/5	8.8/10	8.8/10	14-day	$15.00
Intercom	1,324	4,372	4.5/5	8.9/10	8.7/10	14-day	$74.00
LiveAgent	15	3,131	4.6/5	8.9/10	9.1/10	7-day	$9.00
LiveChat	276	2,483	4.6/5	9.3/10	9.1/10	14-day	$20.00
Front	362	2,257	4.5/5	9.2/10	9.2/10	7-day	$15.00
HubSpot Service Hub	9,270	2,214	4.3/5	8.6/10	8.8/10	✅	$18.00
Jira Service Management	20,145	1,971	4.2/5	8.1/10	8.2/10	30-day	$21.00

*Based on the total number of reviews and average ratings on G2, TrustRadius, and Capterra software review sites as of 10/06/2023. Sorted by total number of reviews in descending order.

**Based on G2’s ease of use and quality support ratings.

Vendors		Live chat	AI-powered self-service	Customer feedback	IT help desk	Software & app integrations	Supported languages
Salesforce Service Cloud		✅	✅	In premium plans	✅	2500+	35+
Zendesk Support Suite		✅	✅	In premium plans	✅	1200+	30+
Zoho Desk		In enterpride plans	✅	✅	✖	5000+	40+
Freshdesk		✅	✅	✅	✖	650+	30+
Intercom		✅	✖	Add-on	✖	350+	44+
LiveAgent		✅	✖	In premium plans	✖	200+	43+
LİveChat		✅		✅	✖	6000+	45+
Front		✅	✖	In premium plans	✖	1000+	Contact Front
HubSpot Service Hub		✅	✅	✅	✖	1400+	14
Jira Service Management		Add-on	✅	✅	✅	1000+	21

***Based on data retrieved from publicly available company-specific websites and industry-leading peer review sites including G2, Carterra, and TrustRadius.

Vendor selection criteria

As there are numerous vendors offering help desk software, we narrowed down our selection of vendors based on the following publicly verifiable parameters:

• Number of B2B reviews: 1,000+ reviews on G2, Capterra, and TrustRadius.
• Average rating: Above 4.0/5 on G2, Capterra, and TrustRadius.
• Employee size: We focused on companies with 15+ employees on Linkedin

Top 10 help desk software evaluation

1- Salesforce Service Cloud

Salesforce Service Cloud is a multi-channel AI-powered cloud based help desk solution for organizations that want to set up a customized help desk plan. Service Cloud helps to streamline and consolidate service agent efforts in customer relationship management (CRM) through leveraging real-time analytics, automated workflows, and artificial intelligence (AI), allowing them to keep track of cases and answer client requests. 

User Ratings

• G2: 4.3/5
• Capterra: 4.4/5
• Trustradius: 8.9/10

Pros

• Ease of use: Service Cloud’s console is said to be easy to use since it enables users to display all of their communications in real-time with Talkdesk and Voice support features, enabling users to save time and increase productivity.³

• Integrations: Users reported that the platform’s digital and social platform integrations work smoothly, allowing them to have easy and rapid communication.⁴

• Effective routing mechanisms: Users can route cases intuitively based on statuses, escalations, queues, and various routing decisions, which helps them paint a better picture of the overall member journey from sales to support.⁵

Cons

• Customization: Users point out that there is no out-of-the-box customization, which can be costly for limited-budget businesses.⁶

• Expensive: Salesforce Service Cloud is expensive, particularly for startups and small businesses.⁷

• Onboarding: Users found it overwhelming to get started with the initial onboarding since the learning curve is steep.⁸

Pricing (per seat/month)

• Starter: $25.00⁹
• Professional: $80.00¹⁰
• Enterprise: $165.00¹¹
• Unlimited: $330.00¹²
• A 30-day free trial is available.

2- Zendesk Support Suite

Zendesk established in 2007 in Denmark, with over 5,400 employees, assists about 160,000 businesses in connecting with their consumers across several platforms. Zendesk Support Suite provides customized assistance to customers across several communication channels, including email, phone, social media, and chat.

User Ratings

• G2: 4.3/5
• Capterra: 4.4/5
• Trustradius: 7.9/10

Pros

• Reporting: The specific reporting capabilities such as insights into ticket resolution times, agent productivity, customer satisfaction, and trends are well-appreciated by users, enabling them to implement data-driven decision-making.¹³

• Automation: Zendesk’s ability to build specialized queues, and set up macros and automatic triggers leverages robotic process automation (RPA) efficiently for service desk tickets, IT, and business processes.¹⁴

• User interface: Zendesk has a refined user interface that is more appealing to look at and operate.¹⁵

• Integrations: Users find Zendesk as an excellent tool for integrating with current infrastructure and implementing custom APIs.¹⁶

Cons

• Connection: Zendesk’s connection might get weak or unstable, and users might experience issues such as sluggish performance, lost connections, or even data loss.¹⁷

• Configurations: It is complex to back out from initial system configurations once the system is deployed.¹⁸

• SMS delivery rejection: Some users have been unable to use the product due to SMS delivery rejection.¹⁹

Pricing (per seat/month, billed annually)

• Suite team: $55.00²⁰
• Suite growth: $89.00²¹
• Suite professional: $115.00²²
• Suite enterprise: Contact the vendor
• A 14-day free trial is available.

3- Zoho Desk

Zoho Desk is Zoho Corporation’s cloud-based service desk for small, medium, and large-scale companies that have a significant client contacts volume used by over 50,000 businesses. It offers customer support ticket management, a chat portal, live support, contract administration, and reporting features.

User Ratings

• G2: 4.4/5
• Capterra: 4.5/5
• Trustradius: 8.9/10

Pros

• Performance: Users believe that managing client inquiries is effortless with Zoho Desk’s beginner-friendly interface and convenient ticketing system.²³

• Reporting: The reporting and analytics feature is detailed. It can construct custom “views” in users’ module logs providing them with comprehensive data insights in communications and projects.²⁴

• Integrations: Zoho Desk’s ability to integrate with other Zoho products, such as Zoho CRM is a highly instrumental feature for sales representatives since they can deliver more contextual and tailored service.²⁵

Cons

• Learning curve: Some customers couldn’t adapt to the platform due to its steep learning curve.²⁶

• Knowledge base: One aspect that may be improved is the opportunity to customize the knowledge base.²⁷

• System lags: The system frequently lags, making it difficult to update your tickets.²⁸

Pricing (per seat/month)

• Express: $7.00²⁹
• Standard: $14.00³⁰
• Professional: $23.00³¹
• Enterprise: $40.00³²
• A 15-day free trial is available for up to 3 seats.

4- Freshdesk

Freshdesk is a SaaS-based online helpdesk software from Freshworks with tagging, ticketing, live chat, and automation capabilities. The platform transforms requests from phone, e-mail, chat, and social media channels into tickets by using its omnichannel features.

User Ratings

• G2: 4.4/5
• Capterra: 4.5/5
• Trustradius: 8.6/10

Pros

• Performance: Users emphasize high performance in common operations such as ticket routing, follow-up communications, and canned reports.³³

• Ease-of-use: Users highlight that Freshdesk is competent in distributing and balancing the workload of the department with ease and tracking all actions within the ticket.³⁴
• Customer support: Users denote the expediency of Freshdesk’s round-the-clock service support, which derives top-notch assistance.³⁵

Cons

• Pricing: Freshdesk can create more cost-effective or variable pricing options to meet the needs of businesses of all sizes.³⁶

• Future development: Users would like to experience advanced portal themes and social networking.³⁷

• System operations: Some users have experienced unstable, unreliable, and sluggish workflows with the platform related to email management.³⁸

Pricing (per seat/month)

• Growth: $15.00³⁹
• Omni-channel growth: $29.00⁴⁰
• Pro: $48.99⁴¹
• Omni-channel pro: $59.00⁴²
• Enterprise: $69.00⁴³
• Omni-channel enterprise: $99.00⁴⁴
• A 14-day free trial is available.

5- Intercom

Intercom is a desk software solution that includes  AI chatbots, customer support platforms, a knowledge base, and a ticket management system—allowing organizations to manage their customer experience.

User Ratings

• G2: 4.5/5
• Capterra: 4.5/5
• Trustradius: 8.8/10

Pros

• Automation: The AI automation capability of Intercom creates adaptable engagement workflows, yielding measurable improvements in customer satisfaction, retention, and success.⁴⁵

• Add-on features: The option to add-on features and capabilities, such as WhatsApp integration,  is considered helpful by users.⁴⁶

• Ease-of-use: Users noted that intercom features over the control panel are simple to configure, allowing them to categorize and distribute tasks, emails, or tickets immediately guaranteeing that there is no delay in the operations.⁴⁷

Cons

• Usability: New product adaptors found the interface, features, and trigger menu options difficult to navigate.⁴⁸

• Customer support: It takes time for the support team to respond rather than immediate feedback, which can create trouble for managers who need to sort out a critical issue.⁴⁹

• Downtimes: Some users have reported that Intercom has significant API downtimes and technical support consistently denies the presence of an issue or downtime.⁵⁰

Pricing (per seat/month, billed annually)

• Starter: $74.00⁵¹
• Pro: $153.00⁵²
• Premium: Custom pricing based on the number of users, people reached, and resolution.
• A 14-day free trial is available, then costs you $0.99 per resolution.⁵³

6- LiveAgent 

Best help desk software for team collaboration. LiveAgent is a help desk solution that allows omnichannel communication and provides comprehensive automation and reporting options. LiveAgent provides 180 customizable help desk capabilities (including a built-in contact center ) as well as over 200 third-party integrations with programs such as WordPress and Alibaba. 

User Ratings

• G2: 4.6/5
• Capterra: 4.7/5
• Trustradius: 8.9/10

Pros

• The real-time customer support channels are responsive and useful.⁵⁴

• Ease-of-use: Users appreciate the fact that LiveAgent live chat feature is functional and it is a simple-to-use platform that provides a robust and scalable experience for them to resolve customer issues in real-time.⁵⁵

• Email templates: The email templates are useful according to the reviews; users have been able to provide their clients with up-to-date, clear communication through email messaging.⁵⁶

Cons

• IOS app: Users have noted that the IOS app lacks functionality and needs an eye-catching user interface.⁵⁷

• Design: Users indicate that the admin interface and user interface could look more modern.⁵⁸

• Integrations: Users would appreciate it if LiveAgent had more integration options.⁵⁹

Pricing (per seat/month, billed annually)

• Small: $9.00⁶⁰
• Medium: $29.00⁶¹
• Large: $49.00⁶²
• A 7-day free trial is available.

7- LiveChat

LiveChat is an online customer support software including online chat, help desk software, and web analytics capabilities. Companies utilize LiveChat as a unified workspace to handle all customer concerns and online communication across several channels (chat, e-mail, and social media sites).

User Ratings

• G2: 4.5/5
• Capterra: 4.7/5
• Trustradius: 9.2/10

Pros

• Integrations: Users mention that LiveChat has successful integrations with third-party software solutions, transforming it into an outstanding chat-based help desk platform.⁶³

• Ticketing system: Users have a high appreciation for LiveChat’s ticketing system, enabling them to collaborate with various colleagues on a customer service inquiry while remaining within the LiveChat platform.⁶⁴

• Ease-of-use: LiveChat is simple to set up and use, delivering educational and training resources for the employees.⁶⁵

Cons

• Chat console: Chat console may show incorrect data, users have witnessed that when a person leaves the chat, it appears they are still on there.⁶⁶

• Notifications: According to some users, sometimes notifications are missing, making it inefficient to respond to tickets quickly.⁶⁷

• Pricing: The pricing structure might be better. Users think that the price system felt fairly rigid, and additional pricing flexibility, particularly for advanced services, would be useful.⁶⁸

Pricing (seat/month, billed annually)

• Starter: $20.00⁶⁹
• Team: $41.00⁷⁰
• Business: $59.00⁷¹
• Enterprise: Contact the vendor
• A 14-day free trial is available.

8- Front

Front is a customer operations platform that helps companies that are looking to improve productivity in their group email collaboration. It is designed to track response metrics and obtain customer insights to evaluate the team’s and each agent’s performance while providing access to support requests from any channel—email, SMS messaging, and live chat in shared inboxes.

User Ratings

• G2: 4.7/5
• Capterra: 4.5/5
• Trustradius: 8.6/10

Pros

• Email management: Users compliment the email management features of Front, implying that organizing incoming emails or locating past emails is effortless.⁷²
• Customer service: Users indicate that Front’s communication and customer service demonstrate a genuine interest in their product and customers.⁷³

• Automation: Users give credit to Front’s automation options, allowing them to easily optimize and streamline our workflows.⁷⁴

Cons

• Learning curve: Front’s learning curve is considered to be high by some users.⁷⁵

• Configuration and customization: Some users indicate that the platform has been bloated with configuration and customization choices. Finding the proper configuration and technique for a specific use case might be difficult.⁷⁶

• Pricing: Their pricing strategy could be more customer-friendly.⁷⁷

Pricing (seat/month, billed annually)

• Starter: $15.00⁷⁸
• Growth: $49.00⁷⁹
• Scale: $79.00⁸⁰
• A 7-day free trial is available.

9- HubSpot Service Hub

Service Hub is a cloud-based customer service platform that helps organizations of all sizes organize contacts, customer inquiries, and customer service transactions. 

Service Hub has a centralized customer relationship management module that enables businesses to organize client information and check the progress of conversations and funnels across all communication platforms in real-time. 

User Ratings

• G2: 4.4/5
• Capterra: 4.4/5
• Trustradius: 8.4/10

Pros

• Knowledge base: The knowledge base is content-rich, and there are numerous clear FAQ-answering video guides available, reducing the amount of time spent communicating with customer service representatives.⁸¹

• Customer support: The support team is easy to contact with just one click.⁸²

• Ticketing system: The ticketing function proceeds fluently and accurately in transmitting all the customers’ queries.⁸³

Cons

• Customization: Users have noted that, in comparison to similar technologies, the customer portal is low quality and the interface is completely not customizable.⁸⁴

• Meeting tracking: Meeting tracking functions can work more efficiently.⁸⁵
• Customization: Some Hubspot default views or attributes cannot be manipulated.⁸⁶

Pricing (seat/month, billed annually)

• Starter: $18.00 (includes 2 users)⁸⁷
• Professional: $450.00 (includes 5 users)⁸⁸
• Enterprise: $1200.00 (includes 10 users)⁸⁹
• A free trial is available

10- Jira Service Management

Jira Service Management is an IT service management software solution based on Atlassian’s Jira platform that connects with Jira Software which enables it to receive, track, manage, and resolve requests from customers.

User Ratings

• G2: 4.2/5
• Capterra: 4.5/5
• Trustradius: 8.2/10

Pros

• Ease-of-use: Users remarked on how user-friendly Jira’s interface, allowing them to monitor progress and quickly handle assignments of tasks.⁹⁰

• Centralized management: Jira’s centralized management capability of being able to manage, prioritize, and assign service requests to the appropriate team members has been admired by users, which ensures that requests are addressed in a timely and effective manner.⁹¹

• Predictive analytics: It enables the prediction of deadlines based on the current status of the work in progress, which is appreciated by users.⁹²

Cons

• Learning curve: The learning curve for the end user is not as clear-cut, and it takes extensive preparation from the technical staff in ITIL.⁹³

• Performance: Some users may have performance concerns, particularly when working on more complex projects with large amounts of data.⁹⁴

• Cost: JIRA can be costly for small businesses and teams because it requires licensing for users only to view the JIRA board and tickets.⁹⁵

Pricing (seat/month, billed annually)

• Standard: $21.00⁹⁶
• Premium: $47.00⁹⁷
• Enterprise: Contact the vendor
• A 30-day free trial is available.

Key features of help desk software

1- Ticket management  

Ticket management system helps to respond to client requests in a timely way, hence improving customer experience. It also guarantees that client questions and concerns are documented, sorted, and prioritized appropriately. This enables support employees to process tickets in a structured and reliable manner, to ensure no client issue is missed.

 A ticketing system can be used to

• Personalize conversations at scale
• Automate ticket distribution
• Leverage analytics and reporting for better business decisions
• Collect customer feedback
• Collaborate with your internal team and customers

Source: Freshdesk⁹⁸

Figure 2: Example of a ticket management system

2- Ticket automation

By automating the ticketing process, 22% of service desk tickets may be addressed at almost no cost, optimizing workload burden and increasing productivity. .⁹⁹

When a ticket is submitted, it must be directed to the relevant department or individual. Help desk automation features guarantee that support employees can manage a high volume of client requests while maintaining quality and timeliness of response. You can generally systematize ticket distribution and prioritize depending on the set of criteria such as ticket location, topic, and ticket type.  

3- Call Center

Built-in telephone integration essentially implies that you will be able to set up a fully operational call center and provide phone support to your clients directly from your help desk tool. 

Customers that have voice integration capabilities can normally make phone calls or PC-to-PC calls by using a phone or a widget. Phone calls are logged and either create a new help desk ticket or are added to an existing one. Some technologies additionally have IVR (Interactive Voice Response) capabilities to guarantee that client calls are directed to the appropriate agents.

Source: LiveAgent¹⁰⁰

Figure 5: Example of call center

4- Real-time notifications

85% of help desk software reviewers identify real-time notifications as a highly important feature.¹⁰¹

Real-time notifications notify support team members immediately about ticket updates. This feature allows you to take quick action and assign the ticket to the appropriate service desk employees or send an automated response to the client, which will help you improve response time and overall customer experience.

5- Service-Level Agreement (SLA)

A Service-Level Agreement (SLA) is a contract between the customer and service provider. It specifies the degree of service that may be expected from a vendor, such as service type or service delivery date. Including SLAs in your help desk workflow ensures that your employees meet service objectives.

6- Auto-tagging

Auto-tagging scans the text in a ticket description when a ticket arrives at your support desk. It searches for words and matches them to tags previously used in your account. 

Then, the top matches are appended to the ticket as tags (see figure below).

Figure 4: Example of ticket tags in an auto-tagging system 

Automated ticket tagging assists help desk teams by

• Saving time and effort of manually appending each tag
• Eliminating the errors that can occur with manually tagging
• Importing tickets from third-party applications into their help desk software

For those interested in customer feedback automation, here is our in-depth guide.

7- Live chat and widgets

90% of customers consider “immediate” response to be a crucial aspect when seeking customer service and  60% of of them interpret “immediate” as within 10 minutes or less.¹⁰²

Live chat and widget a small pop-up window on your website where a visitor may launch a chat session with a representative can help businesses provide quick responses to their consumers.

When a customer initiates a chat, the agent will often receive a notification and start an “immediate” conversation. It then proceeds in much the same way as a text discussion on your phone.

Source: Zoho Desk¹⁰³

Figure 5: Example of a live chat widget

8- AI-powered self-service

A system that uses artificial intelligence technologies (Conversational AI chatbots, Natural Language Processing (NLP), Machine Learning) to streamline client interactions is referred to as AI-powered self-service.  

Users can use these platforms to complete a variety of operations, such as processing payments, reviewing customer support tickets, and asking basic queries, without the need for human contact.  

Self-service AI features as a help desk software solution can help businesses to:

• Streamline customer interactions
• Provide predictive analytics by anticipating customer behavior
• Scale personalization

9- Customer feedback

A customer feedback feature assists business teams in creating, distributing, and gathering real-time customer data by leveraging sentiment analytics, omnichannel feedback, and feedback automation.

Ideally, a customer feedback feature would allow you to use survey analytics:

• Net Promoter Score (NPS) 
• Customer Satisfaction (CSAT) Survey 
• Survey Customer Effort Score (CES) Survey

For further reading please check Customer Feedback Analysis Guide in 2023.

10- IT help desk 

IT help desk allows businesses to give technical assistance to their agents and customers.

When a technical problem with a system, application, or network arises, employees within the company or external customers contact the IT help desk for assistance. Employees and IT team members can use a help desk for:

• Troubleshooting issues
• Keeping track of and managing technical tickets
• Server maintenance
• Software deployment
• System administration
• Incident and asset management

11- Software & app integrations

Integrating applications and tools into your help desk allows you to develop a bespoke platform or expand existing capabilities. Based on employee input, you may, for example, implement other chat channels to improve the employee experience.

12-  Multi-Language Support

Multilingual customer care alternatives will enable you to reach a broader range of customers and connect with your existing end-users in their native language resulting in profitable and long-term connections. 

A multi-language approach will provide:

• Improved communication quality 
• Faster ticket resolution
• Increased consumer loyalty
• Cater to a worldwide audience

Further reading

If you are interested in help desk technologies, here are other tools and vendors you can check:

Don’t forget to check our data-driven, transparent list of help desk software vendors

Transparency statement

AIMultiple conducts financial agreements with numerous technology vendors such as Salesforce.

Help desk software FAQs

Find the Right Vendors

External links

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