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How To Choose Help Desk Software

Streamline your workflow and enhance customer support with the most flexible and user-friendly help desk software.

Help Desk Software - what is it?

Help desk software is a powerful collaborative tool, widely used in the IT sector and beyond. It helps businesses scale cost-effectively, improve customer satisfaction and streamline communications.

A help desk tool can be an individual, a global organizational function, or an external service that serves broad-ranging customer support activities.

Three types of Help Desk Solutions


Cloud-based help desk software solutions are widely used and managed within web browsers. They are easy to set up and provide an accessible central repository, easy integrations and scaling. The main disadvantage is that they depend on the internet connection, technology, and hardware.

On-premises (self-hosted)

On-premises or on-site help desk software may be initially difficult to set up. But they manage everything related to storing data through in-house servers and system configuration, while keeping data secured. They can also be tailored according to the organization’s specific needs.

Open source

Open-source help desk software solutions give businesses a reasonable chance to modify some help desk features, according to their needs, by changing the software’s source code.

How Help Desk Software works in Your Organization

Help desk software-based systems have become an essential tool in today’s competitive business landscape, offering quick and efficient solutions (both for the company and customer) where needed. These systems represent a highly customizable approach to delivering exceptional customer service. Help desks also play a crucial role in promptly addressing and resolving customer enquiries and technical difficulties, enhancing productivity and conserving time by minimizing the need for direct agent intervention.

For customers, help desks simplify the process of reaching out to a company for assistance, by providing a range of contact options, including online and offline channels such as email, phone, live chat, and social media. These systems also empower managers and support staff to efficiently monitor and prioritize incoming requests within the organization.

Help desk platforms also enable continuous monitoring of key performance indicators, including ticket volume, customer satisfaction, resolution times, and agent productivity. This results in ongoing improvement in service delivery and customer experience.

How Help Desk Systems work in Your Organization.
Who uses Help Desk Solutions?

Who Uses Help Desk Software?

Help desk tools are used by many organizations and individuals. Here is a list of user types that benefit most from using help desks.

The Advantages of Help Desk Software

Customer Satisfaction

Customer satisfaction gives an indication of value in your service or product. Help desks allows you to consistently empower users, deliver technical support, and provide a better customer experience. Below are some tips for upheaving a help desk’s client satisfaction.

Boosted Productivity

The help desk also performs complaint management effectively using tagging system and complaint ticketing. This paves the path to increase efficiency, clarity, and productivity, avoiding confusion in the workspace.

Scale Smarter

With help desk software, organizations can scale smarter to new diverse areas while supporting a high volume of customers. As a result, the company can expand its business to new regions without hesitation.

Improve Overall Workflow

Thanks to the help desk software, now you can track metrics like:

It also prioritizes important tasks, auto-assigns help desk tickets, avoids duplicate tickets, resolve tickets faster, and acts as a multitask smarter to maximize efficiency.

Operate your help desk from Anywhere in the World

One of the main benefits of cloud-based help desk software is its global accessibility, which can make it an ideal choice for teams that operate remotely. Additionally, help desk mobile applications enable agents to address and respond to customer inquiries even when they are away from their desks, ensuring continuous support and resolution of issues.

Are there disadvantages to Help Desk Solutions?

Financial Cost Concerns

Compared to shared inboxes, file systems, and spreadsheets, help desk software can be more costly. This is because organizations install help desk products as self-hosted software or SaaS products.

Learning curve

It can take some time for users to get familiar with the tool initially. Yet, they can learn about the tool and grasp its functionalities easily and quickly by setting up workshops, introductory programs, and questionnaires.

Limited Facilities

If you choose free help desk software, it will only have a limited set of resources and facilities. Consequently, this will lead to poor client experience while tarnishing your organization’s goodwill. Hence, it is essential to consider the features when selecting free help desk software.


Team members can also get disappointed when facing free help desk software limitations. Their limitations can frustrate the users and reduce the processes’ accountability, consistency, and effectiveness. So, you must be careful when choosing free help desk software.

Help Desk vs. CRM

A Customer Relationship Management (CRM) system is a specialized platform designed to manage your interactions with customers. As your business grows, a CRM becomes an invaluable tool for accessing and using all related data. It enables the collection and storage of information about your company and customers, providing a comprehensive view of each customer and their engagement status.

While help desk and CRM systems might seem similar at first glance, they serve distinct functions. CRM systems are focused solely on managing customer information. In contrast, help desk software uses this information to support agents in their tasks. Additionally, help desks offer capabilities to automate responses, address frequently asked questions, and guide users to informational resources.

Help Desk Software or Customer Relationship Management?
Help Desk vs Live chat

Help Desk vs. Live Chat

Live chat is a system that assists representatives in communicating with customers in real-time. It is effectively an online messaging application, and most help desk software has some form of this as a built-in component.

Live chat can be quite disruptive, as it requires immediate attention, which may lead to exhaustion of your team. Also, it requires more force when compared to the process of help desks. Therefore, more human resources are needed for a live chat solution.

Key Features of IT Help Desk Software

IT help desk software is comprised of multiple features. Below are some vital features designed in a help desk to improve end-user experience and enhance customer satisfaction.

Ticket Management

A perfect help desk offers robust ticket management capabilities, allowing businesses to grasp, organize, and manage service requests from employees, customers, and support teams. In addition, help desks automatically assign tickets and allow end-to-end traction service tickets to trail the progress of issues and resolve them.


Collaboration Properties

All agents get a chance to work with built-in collaboration tools. You should have the following collaborative features to enable collaboration successfully between team members.


This is another user-oriented IT help desk feature that can ensure immediate responses to your customers. For example automated chatbots so that they will respond to customers even when your team is not online in the blink of an eye.


Reporting, metrics, and analytics

Reports, metrics, and analytics play a vital part in achieving the success of a support team. Help desks support you in collecting and tracking performances, daily goals, and metrics. These metrics can then be converted into reports in real-time.

Third-party integrations

Most of the help desks integrate with other third-party tools like Slack, Hubspot, Jira, and Salesforce to avoid switching between external tools.


15 Best Help Desk Software Solutions for 2024

Prior to choosing for the right help desk tool, it’s essential to comprehend your requirements and identify the tools that meet them.

Let’s have a comparison to their individual features, pricing and choose the best IT help desk software for your business.


BoldDesk is not just any help desk software solution. It’s a contemporary, integrable, cloud-based help desk that enhances customer service by offering top-tier customer support tools and self-service attributes.

Top reasons why customers love BoldDesk

Ease of use: BoldDesk boasts a user-friendly interface and empowers users to efficiently organize, assign, prioritize, and track tasks, ensuring a seamless and productive experience.

Email-to-ticket conversion: The ticketing system auto-converts support emails into tickets, ensuring customer concerns do not fall through the cracks.

AI features: AI helps in summarizing ticket conversations and KB articles, translating text into various languages, and creating SEO-friendly KB articles.

Unlimited Agent pricing: Save money and time with a plan that includes an unlimited number of support agents, rather than paying per agent and renegotiating each time your team expands.

Workflow Automation: Aids support team in automating repetitive manual tasks throughout every phase of the ticket life cycle, resulting in heightened productivity and improved efficiency.

SLA: Companies can set BoldDesk with their SLA terms. This determines when notifications and reminders are sent for upcoming due dates and when tickets are automatically escalated when those dates pass with no resolution.

Multilanguage support: Facilitates the translation of text into 26 diverse languages, thus enhancing cross-lingual communication.

Integration: Users can link their preferred tools and apps to streamline workflows, centralize data, and enhance productivity.

Multibranding and customization: Companies can create separate customer portals, customized to match each of their brands, that funnel tickets to one agent portal. Most features can also be customized to suit different workflows.

For a more in-depth understanding of BoldDesk’s features, refer to the following video.


Don’t miss out on our Unlimited Agents package. This package simplifies your payment process, letting you devote more time and energy to your business growth rather than juggling your budget.

For any questions, please feel free to reach out to the BoldDesk support team. You can start a 15-day free trial or schedule a live demo.


Zendesk is cloud-based enterprise help desk software that provides enhanced features to improve customer relationships through better communication.





Starts at $19/user/month

Zoho Desk

Zoho Desk is an automated help desk software that facilitates better customer service and increases customer satisfaction.





Starts at $14/user/month


HappyFox is help desk software that offers vast applications for customer service, ticketing, and customer support.





Starts at $26/user/month


LiveAgent is live chat and IT help desk solution that provides a unified platform for customer support and communication.





Starts at $9/user/month

Help Scout

Help Scout is IT help desk software that focuses on creating a simple, efficient, and friendly customer service experience.





Starts from $20/month/user


Kayako is a help desk for startups that allows businesses to provide a personalized support experience.





Starts from $15/user/month


Hiver is an email-based customer support tool that helps teams collaborate and deliver better customer service.





Pricing starts from $15 per user per month


Proprofs is a comprehensive customer support solution that includes an internal help desk, knowledge base, and chat software.





Starts from $20 /agent/month


HubSpot is a customer service platform that helps businesses attract, engage customers and track help desk metrics.





Starts from $18 per user per month


Freshdesk is cloud-based help desk software that enables businesses to provide multichannel support.





Starts from $15/agent/month


AzureDesk is a simple help desk software solution that helps businesses provide effective customer support.





Starts from $33/user/month

Jira Service Desk

Jira Service Desk is service management software that helps IT and business teams collaborate and deliver solutions fast.





Starts from $21/user/month


Hive is a collaboration and project management tool that helps teams work better together.





Starts from $12/user/month.


HESK is a small business help desk software that helps businesses streamline their customer service.





Starts from $25/10 users/month

Table summary

The following is a comprehensive table summary for the leading help desk software solutions.




Starts at $12 per month per user.

Starts at $19 per user per month.

Starts at $14 per user per month.

Starts at $26 per user per month.

Starts at $9 per user per month.

Starts from $20 per month per user.

Starts from $15 per month per user.

Starts from $15 per agent per month.

Starts from $20 per agent per month.

Starts from $18 for 2 users per month.

Starts from $15 per user per month.

Starts from $33 per user per month.

Starts from $21 per user per month.

Starts from $12 per user per month.

Starts from $25 for 10 users/month

Should I use Help Desk Tools?

As discussed, help desk tool can support your organization’s internal and external users in many ways. For example, help desks perform a vital role in tracking, sending, and managing service and work order requests. So, if your organization is looking for ways to automate, scale, or increase the user experience in support services, using a help desk is the perfect solution.

It also improves the customer’s experience with your product or service. If you need an effective method to organize customer communication effectively, you should use a help desk.

Likewise, there are many situations where help desks can improve your organization internally and externally. So, if you have a requirement, don’t hesitate to go for a help desk solution.

Bottom Line

This article discussed a detailed analysis of help desks and their dominant features, pros, and cons. I hope you now have a good understanding of help desks and why you should use them in your organizations. Thank you for reading!

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