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Do you want to resolve issues quickly, manage all customer interactions seamlessly, or streamline your teams’ workflows? Consider implementing help desk tools as your customer service companion.
Whatever your customer service goal is, implementing the best help desk software as your customer service companion gives your business a competitive edge.
Choosing the right help desk solution for your business can make customers’ experiences worthwhile and increase support agents’ productivity.
This article will explore what help desk solution is and highlight some of the top help desk tools currently available on the market.
What is a help desk solution?
Help desk software is a customer service tool that helps businesses manage, track, and resolve support requests. It helps support agents streamline the issue resolution process, providing efficient and effective customer service.
With the right help desk solution, no customer request goes unnoticed and no issue remains unresolved.
Best help desk software in the market
What constitutes the best help desk software can vary depending on the specific business demands, including its size, industry, and required features.
Here is a list of 15 highly regarded help desk systems to streamline your workflow and enhance customer support.
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1. BoldDesk®
BoldDesk is a modern AI-powered help desk system that streamlines customer support operations and enhances overall service quality.
It cuts across businesses of all sizes, offering a comprehensive suite of customer service tools and a user-friendly interface for ease of use, automating support workflows, and providing insightful analytics.
Whether managing day-to-day support requests or implementing complex workflows, BoldDesk provides robust features and insights necessary to enhance customer satisfaction, improve customer service efficiency, and drive business success.
Main features of BoldDesk
- Centralized ticketing system: Creates and converts all customer inquiries from various channels into tickets and routes them to the appropriate support agent, ensuring no request is missed.
- Artificial intelligence (AI): Includes AI Copilot features such as sentiment analysis, summarization, rephrase, content generation, translation and more. BoldDesk also includes AI Agent tools that offer prompt and well-informed automatic replies by reading your website, documents, and custom content.
- Knowledge base: Provides a comprehensive, searchable and AI-powered central repository of information where customers can find articles, FAQs, and guides to resolve issues independently.
- Omnichannel support: Allows you to easily manage all incoming customer inquiries from different communication channels in one unified inbox.
- Automated workflows: Automate repetitive tasks such as ticket assignments, status updates, and follow-up reminders to save time and reduce manual effort.
- Live chat: BoldDesk provides a live chat software for agents and clients to interact in real time.
- Task management: Breaks down customer service procedures and activities into smaller, more manageable tasks.
- Multilanguage support: Allows translation of articles, website, and ticket conversations to different languages, ensuring businesses provide support to a diverse customer base worldwide.
- Customization: Allows personalizing of the entire help desk interface and customer portal to match your business’s specific support preferences.
- Security and compliance: Ensures customer data is safely stored and managed according to the set industry standards and regulations.
- Mobile help desk: Enables your support agents to manage tickets and communicate with customers, and collaborate with team members from anywhere.
- Third-party integrations: Allows you to integrate BoldDesk with your other favorite tools and apps to simplify customer service operations.
- Comprehensive reporting and analytics: Offers real-time insights into key customer service metrics, enabling businesses to track trends, analyze support performance, and make data-driven decisions for continuous improvement.
Pricing
BoldDesk offers flexible pricing to help businesses build efficient, cost-effective support teams.
| Plan | Price per human agent | AI Agent resolution cost | AI Agent access | AI Copilot access |
| Scale | $12/agent/month | Not available | ❌ | ✅ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available only in Momentum and Enterprise plans, with a performance-based pricing of $0.75 per successful resolution.
Additionally, you can supercharge your human agents with the AI Copilot, available as an add-on for just $20 per month.
BoldDesk blends AI efficiency with human empathy to deliver scalable, cost-effective support.
Looking to grow your team? Let’s build a custom plan together — chat with our experts now! You are welcome to initiate a 15-day free trial or arrange a live demo.
2. SysAid
SysAid is an IT service management (ITSM) and help desk software solution designed to streamline and automate IT support processes for businesses of all sizes.
SysAid offers both cloud-based and on-premises deployment options.
Main features of SysAid
- Ticketing system
- Self-service portal
- Asset management
- ITIL (Information Technology Infrastructure Library) management
| PRICING | |
| Plan |
|
Free trial: Available
3. Vivantio
Vivantio is an IT service management (ITSM) and customer service management (CSM) platform designed to enhance service delivery and support operations across various industries.
Main features of Vivantio
- Knowledge management
- Automation
- Customer relationship management (CRM)
- Asset management
| PRICING | |
| Named license |
|
| Concurrent license |
|
Free trial: Available
4. Spiceworks Cloud Help Desk
Spiceworks Cloud Help Desk is a web-based IT help desk solution provided by Spiceworks Inc.
It’s designed to help IT professionals manage their help desk and IT support tasks without the need for an on-premise server.
Main features of Spiceworks Cloud Help Desk
- Ticket management
- Reporting and analytics
- Collaboration tools
- Self-service portal
| PRICING | |
| Plan |
|
5. Kustomer
Kustomer is a help desk solution designed to manage, automate, and deliver simplified support for businesses. The platform allows companies to have a unified view of their customers’ interactions by consolidating data from multiple communication channels such as live chat, email, and social media, into a single inbox.
Main features of Kustomer
- Reporting and analytics
- Unified customer view
- Automation and AI
- Collaboration tools
| PRICING | |
| Enterprise |
|
| Ultimate |
|
Free trial: 14 days
6. Gorgias
Gorgias is a customer service and support help desk designed specifically for e-commerce.
It acts as a central hub for managing all your customer interactions across various channels, with a strong focus on streamlining workflows and leveraging data to improve the customer experience.
Main features of Gorgias
- Automation
- Self-service portal
- Collaboration tools
- Reporting and analytics
| PRICING | |
| Plan |
|
Free trial: Available
7. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based IT service management (ITSM) system designed to streamline and improve IT operations within organizations of all sizes.
Main features of SolarWinds Service Desk
- IT Asset Management
- Reporting
- Chat
- Feedback surveys
| PRICING | |
| Essentials |
|
| Advanced |
|
| Premier |
|
Free trial: 30 days
8. Jira Service Management
Jira Service Management, previously referred to as Jira Service Desk, is a software solution that is a part of Atlassian’s Jira product suite.
It is designed to help IT and service teams provide support and manage requests from their customers or employees.
The platform is widely used for change management, problem management, and service request management.
Main features of Jira Service Management
- Queues and SLA management
- Automation
- Incident management
- Knowledge base
| PRICING | |
| Free |
|
| Standard |
|
| Premium |
|
| Enterprise |
|
Free trial: 7 days
9. Salesforce Service Cloud
Salesforce Service Cloud is a customer service application provided by Salesforce, which is one of the leading customer relationship management (CRM) platforms.
Service Cloud is designed to empower companies to manage customer communication, providing tools for support agents, customer self-service, and field service operations.
Main features of Salesforce Service Cloud
- Omnichannel support
- Automation
- Incident management
- Help center
| PRICING | |
| Starter Suite |
|
| Professional |
|
| Enterprise |
|
| Unlimited |
|
| Unlimited+ |
|
Free trial: 30 days
10. Help Scout
Help Scout is a customer service and help desk software solution designed for small to mid-sized businesses.
It is designed to help businesses manage their customer support interactions and provide a better service experience to their customers.
Main features of Help Scout
- Shared inbox
- Knowledge base
- Live chat
- Omnichannel support
| PRICING | |
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: Available
11. Zoho Desk
Zoho Desk is a help desk tool developed by Zoho Corporation that helps businesses manage their customer support activities.
It is among the Zoho suite of applications, which includes a variety of business and productivity tools, such as Zoho CRM, Zoho Mail, Zoho Projects, and others.
Main features of Zoho Desk
- Omnichannel ticketing
- Zia and answer bots
- Automation
- Customization
| PRICING | |
| Free |
|
| Express |
|
| Standard |
|
| Professional |
|
| Enterprise |
|
Free trial: 15 days
12. Freshdesk
Freshdesk is a web help desk platform with a simple and easy to use interface designed to streamline customer support operations.
It acts as a central hub for managing all customer interactions, offering a range of features to empower both your support agents and customers.
Main features of Freshdesk
- Ticketing system
- Knowledge base
- Automation
- Reports and dashboards
| PRICING | |
| Free |
|
| Growth |
|
| Pro |
|
| Enterprise |
|
Free trial: 14 days
13. HappyFox
HappyFox is a customer support and help desk tool designed to streamline customer support operations and improve service quality.
It serves businesses of all sizes, providing a centralized platform for handling customer inquiries and support tickets across multiple channels.
Main features of HappyFox
- Ticketing system
- Automation
- Satisfaction surveys
- Task management
| PRICING | |
| Mighty |
|
| Fantastic |
|
| Enterprise |
|
| Enterprise plus |
|
Free trial: Contact HappyFox
14. HubSpot Service Hub
HubSpot Service Hub is a customer service platform designed to enhance customer support operations and foster long-term customer relations.
As part of the broader HubSpot ecosystem, Service Hub integrates seamlessly with HubSpot’s CRM, marketing, and sales tools, providing a unified approach to managing interactions and delivering good customer service.
Main features of HubSpot Service Hub
- Ticketing system
- Omnichannel support
- Knowledge base
- SLA management
| PRICING | |
| Free |
|
| Starter |
|
| Professional |
|
| Enterprise |
|
15. LiveAgent
LiveAgent is a help desk and customer support software designed to help businesses handle customer interactions across multiple channels.
Main features of LiveAgent
- Ticketing system
- Live chat software
- Reporting
- Knowledge base
| PRICING | |
| Free |
|
| Small |
|
| Medium |
|
| Large |
|
| Enterprise |
|
Free trial: 14 days with free email or 30 days with company email
Comparison table for the best help desk tools
Below is an overview of the best IT help desk software available in the market.
| Ticketing tool & key features | Pricing plan | G2 rating |
BoldDesk
|
$12/agent/month | 4.5 out of 5 |
SysAid
|
Contact SysAid | 4.5 out of 5 |
Vivantio
|
$99 per user/month (up to 5 agents) | 4.3 out of 5 |
Spiceworks Cloud Help Desk
|
Free | 4.3 out of 5 |
Kustomer
|
$89 per user/month | 4.4 out of 5 |
Gorgias
|
$8 per month for 50 tickets | 4.6 out of 5 |
SolarWinds Service Desk
|
$39 per technician/month | N/A |
Jira Service Management
|
$650 per year (for 3 agents) | 4.3 out of 5 |
Salesforce Service Cloud
|
$25 per user/month | 4.4 out of 5 |
Help Scout
|
$20 per user/month | 4.4 out of 5 |
Zoho Desk
|
$7 per user/month | 4.4 out of 5 |
Freshdesk
|
$15 per agent/month | 4.4 out of 5 |
HappyFox
|
$29 per agent/month | 4.5 out of 5 |
HubSpot Service Hub
|
$15 per month/seat | 4.4 out of 5 |
LiveAgent
|
$9 per agent/month | 4.5 out of 5 |
Types of help desk tools
Help desks come in different types, with each designed to meet various organizational needs and the set support structures. Below are the primary types of help desk systems:
This is the most popular type of help desk system.
It is typically hosted on a vendor’s server, allowing users to access it through a web browser, making it easy to set up and use.
These on-premises help desk systems are installed and run within the company’s own servers.
Companies have full control over the security and maintenance of the software. They require more IT expertise to set up and maintain.
This is a software with freely available source code for anyone to inspect and modify.
They are often less expensive than proprietary systems, but they might require more technical expertise to install, configure, and maintain.
These help desks are owned by a company that controls and restricts access to the software’s source code.
They are typically more polished and come with vendor support, but they are also more expensive and less customizable than open-source solutions.
This type of help desk system focuses on providing support within the organization.
It assists in managing internal IT requests, HR queries, and other employee-related issues to enhance operational efficiency and employee satisfaction.
These are help desk systems designed for customers. It is used to handle all the general customer inquiries.
Help desk software for small businesses is designed for startups and small teams with relatively simple support requirements.
They typically offer essential features such as basic ticketing, email support, and a simple knowledge base, making them easy to implement and cost-effective for growing companies.
What to consider when choosing help desk tools
Choosing the best help desk software can make or break your customer support experience.
Whether you’re a startup aiming to deliver excellent support as you grow or an enterprise managing complex support workflows, understanding key features ensures you choose a solution that aligns with your needs.
Here’s what you can look for:
- Ease of use: The help desk solution should be intuitive and user-friendly for both support agents and customers.
- Comprehensive feature set: Look for help desk tools offering essential features such as ticket management, live chat, knowledge base, AI, omnichannel support, multilingual support, and reporting analytics to streamline customer support operations.
- Customization capabilities: Your help desk should be adaptable to your specific business processes and branding to create a personalized experience that aligns with your company’s identity and customer expectations.
- Seamless integration: Choose software that integrates smoothly with your existing systems, including contact management systems, social media channels, and other business platforms, to ensure a smooth data flow.
- Reliable customer support from the provider: Your help desk solution provider’s support quality should be responsive and knowledgeable, providing support for the quick resolution of technical issues.
- Transparent and cost-effective pricing: Evaluate whether the pricing structure is transparent and offers good value for your investment. Consider your current needs and future growth to avoid unnecessary costs as your support volume or team expands.
- Scalability: Select software that can scale with you, adding new agents, channels, or features without disrupting operations or incurring additional costs.
Save more with the best help desk software
Time and again, businesses have lost many clients due to bad customer service. As the number of customers increases, so does the need for the right help desk tool with top features to handle all customer inquiries upon request.
However, finding the best help desk software for your business is easier said than done. Numerous factors, such as pricing, features, etc., must be considered to ensure that you get the absolute best value for your money.
This is where BoldDesk comes in. With a user-friendly interface, affordable pricing plan, scalability, fast customer support, advanced AI features, omnichannel support, and live chat, it’s the perfect product for any business looking to optimize its customer support.
To know more about this, do not hesitate to contact the BoldDesk support team. Leave a comment below and let us know what you think.
Related articles
- HR Help Desk: Definition, Benefits, and Use Cases
- Help Desk vs Service Desk: Understanding the Main Difference
- 11 Best SaaS Help Desk Software to Simplify Your Customer Support
Frequently asked questions
The best help desk software is essential for streamlining customer support operations. It centralizes support requests, enabling teams to manage inquiries more efficiently and respond faster.
Automating repetitive tasks, like ticket assignment, follow-ups, and status updates, reduces agent workload and minimizes human error.
Features like organized ticket management, self-service portals, and real-time reporting help deliver a seamless support experience that boosts customer satisfaction and operational efficiency.
The most important features include ticketing system, AI and automation tools, omnichannel support, live chat, knowledge base, reporting analytics, task management, integrations, contact management, and security controls.
While often used interchangeably, they serve slightly different purposes. The best help desk software primarily focuses on resolving customer issues and support requests.
In contrast, service desk software encompasses broader IT Service Management (ITSM) functions such as incident management, problem resolution, change management, and asset tracking, aimed at IT departments managing internal services.
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