Top 8 Help Desk Software Solutions Compared
By Unknown Author | Published: 2025-03-23 | Category: Help Desk Software
About Help Desk Software
Help Desk Software centralizes customer support communications and streamlines ticket management, enabling businesses to efficiently resolve user issues and track interactions across multiple channels. It often includes features like knowledge bases, automation, and reporting to enhance support quality and team productivity.
Scoring Criteria
- → Ticketing System
- → Knowledge Base
- → Automation
- → Reporting & Analytics
- → Integrations
- → User Interface
- → Pricing
- → Customer Support
The Best Help Desk Software
#8
Intercom
By Intercom
A conversational relationship platform focusing on proactive support, customer engagement, and messaging-first interactions via a business messenger.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: Proactive Customer Support, Customer Engagement & Onboarding, Sales Chat, Marketing Automation
Key Features
- ✓Business Messenger: Highly customizable chat widget for websites and apps, supporting live chat, bots, and apps. (High)
- ✓Proactive Messaging (Outbound): Targeted messages for onboarding, announcements, and support based on user behavior. (High)
- ✓Resolution Bot & Custom Bots: AI-powered chatbots to answer common questions and automate conversations. (High)
- ✓Shared Inbox & Basic Ticketing: Manages conversations from the messenger, email, and social, with lightweight ticketing. (Medium)
Scorecard (Overall: 7.1 / 10.0)
Pricing
Starter
$74.00 / per month (billed annually, includes seats)
- Business Messenger
- Shared Inbox
- Basic Help Center
- Basic Bots
- Targeted Email/Mobile Push
Limitations: Pricing based on seats and contacts/reach, Can become very expensive
Pro / Premium (Custom Pricing)
$-1.00 / Contact vendor
- Advanced automation
- Multiple Help Centers
- Advanced reporting
- Custom Bots
- ABM features
Pros
- + Excellent for proactive, messaging-first support and engagement
- + Highly customizable and powerful business messenger
- + Strong chatbot and automation capabilities
- + Modern and intuitive user interface
Cons
- - Pricing structure can be complex and very expensive
- - Less robust traditional ticketing features compared to others
- - Primarily focused on chat/messaging channels
- - Steeper learning curve for advanced features
Verdict
"Best suited for businesses focused on proactive engagement and real-time, messaging-based support, but be prepared for potentially high costs."
#7
Help Scout
By Help Scout
A simple, customer-centric help desk focused on personalized interactions, shared inboxes, and knowledge base management without ticket numbers.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: SMB Customer Support, Teams prioritizing personalized support, Shared Email Inbox Management, Simple Help Desk Needs
Key Features
- ✓Shared Inbox: Manages customer emails collaboratively without complex ticketing overhead. (High)
- ✓Docs (Knowledge Base): Easy-to-use knowledge base builder for self-service support. (High)
- ✓Beacon (Live Chat & Messaging): Embeddable widget for live chat, self-service article suggestions, and email contact. (Medium)
- ✓Customer Profiles: Displays customer conversation history and data alongside messages. (Medium)
Scorecard (Overall: 7.6 / 10.0)
Pricing
Standard
$20.00 / per user/month (billed annually)
- 2 Mailboxes
- Live Chat (Beacon)
- 1 Docs Site (Knowledge Base)
- Automated Workflows
- Reporting
- Integrations
Limitations: Limited mailboxes and Docs sites
Plus
$40.00 / per user/month (billed annually)
- All Standard features
- 5 Mailboxes
- 2 Docs Sites
- Custom Fields
- Advanced API Access
- Field-level permissions
Pros
- + Clean, simple, and highly user-friendly interface
- + Focuses on personalized customer conversations
- + Excellent knowledge base tool (Docs)
- + Transparent and straightforward pricing
Cons
- - Fewer features than more complex platforms
- - Less emphasis on traditional ticketing metrics
- - Limited automation options compared to leaders
- - No free plan available
Verdict
"A great choice for teams prioritizing simplicity, ease of use, and a human touch in customer support, particularly SMBs."
#6
Jira Service Management
By Atlassian
An ITSM-focused help desk built on the Jira platform, excelling in IT support, incident management, and integration with development workflows.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: IT Service Management (ITSM), Internal IT Support, DevOps Integration, Change Management, Incident Management
Key Features
- ✓ITIL-Certified Processes: Supports core ITSM practices like incident, problem, change, and service request management. (High)
- ✓Integration with Jira Software: Seamless connection between support tickets and development issues for efficient bug tracking and resolution. (High)
- ✓Asset Management (via Integrations): Tracks and manages IT assets, often integrated with CMDB tools. (Medium)
- ✓Automation Rules: Automates tasks within ITSM workflows, such as approvals, escalations, and notifications. (High)
Scorecard (Overall: 7.6 / 10.0)
Pricing
Free
Contact Vendor
- Up to 3 agents
- Service Request Management
- Incident Management
- Basic Automation
- Self-service portal
- Knowledge base (Confluence required for full features)
Limitations: Limited storage, Community support only
Standard
$21.00 / per agent/month (average)
- Up to 5,000 agents
- All Free features
- Service Level Agreements (SLAs)
- Asset Management (Basic)
- 250 GB Storage
Pros
- + Excellent for IT support and ITSM workflows
- + Tight integration with Jira Software and other Atlassian tools
- + Strong automation capabilities for IT processes
- + Good value, especially for teams already using Jira
Cons
- - Less focused on traditional external customer support
- - Knowledge base requires Confluence for best experience
- - Interface can be complex, particularly for non-technical users
- - Can feel overly technical for non-IT use cases
Verdict
"The go-to choice for IT teams, especially those integrated with development workflows in Jira, offering robust ITSM features at a competitive price."
#5
Salesforce Service Cloud
By Salesforce
An enterprise-grade customer service platform built on the Salesforce CRM, offering deep customization, AI, and extensive features.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: Enterprise Customer Service, Complex Support Workflows, Field Service Management, Integration with Salesforce Sales Cloud
Key Features
- ✓Lightning Service Console: Unified agent workspace providing a 360-degree customer view and productivity tools. (High)
- ✓Omni-Channel Routing: Intelligently routes cases from any channel to the best available agent. (High)
- ✓Service Cloud Einstein (AI): AI for case classification, recommended responses, chatbots, and service analytics. (High)
- ✓Extensive Customization & Integration: Highly customizable platform with vast integration possibilities via AppExchange. (High)
Scorecard (Overall: 8.5 / 10.0)
Pricing
Essentials
$25.00 / per user/month (billed annually)
- Case Management
- Service Console App
- Knowledge Base (Read-only)
- Basic Omni-Channel Routing
- Basic Reporting
Limitations: Up to 10 users, Limited customization, Basic features
Professional
$75.00 / per user/month (billed annually)
- All Essentials features
- Service Contracts & Entitlements
- Order Management
- Telephony Integration
- Full Knowledge Base Access
Pros
- + Extremely powerful and scalable platform
- + Deep integration with Salesforce CRM
- + Advanced AI and automation capabilities
- + Highly customizable to fit complex workflows
Cons
- - Very expensive, especially at higher tiers
- - Complex setup and administration
- - Steep learning curve
- - Overkill for many small businesses
Verdict
"A top-tier solution for large enterprises needing extensive customization, deep CRM integration, and advanced features, but comes with significant cost and complexity."
#4
Zoho Desk
By Zoho
A context-aware help desk software offering strong customization, AI capabilities (Zia), and integration within the extensive Zoho ecosystem.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: Multi-department Support, Businesses using Zoho Suite, Contextual Customer Service, IT Help Desk
Key Features
- ✓Contextual Ticketing: Provides agents with relevant customer history and context alongside tickets. (High)
- ✓Zia AI Assistant: AI features including chatbots, sentiment analysis, trend analysis, and agent assistance. (Medium)
- ✓Blueprint (Process Automation): Guides agents through specific support processes, ensuring consistency. (High)
- ✓Multi-department Management: Allows setting up distinct help desks for different departments or brands within one account. (High)
Scorecard (Overall: 8.0 / 10.0)
Pricing
Free
Contact Vendor
- 3 Agents Free
- Email Ticketing
- Customer Management
- Private Knowledge Base
- Macros
Limitations: Limited features, Basic support
Standard
$14.00 / per agent/month (billed annually)
- All Free features
- Social & Community Channels
- Product-based Ticket Management
- SLAs & Escalations
- Public Knowledge Base
- Basic Reports
Pros
- + Very competitive pricing, including a capable free plan
- + Strong process automation (Blueprint)
- + Excellent integration with other Zoho apps
- + Context-aware features enhance agent productivity
Cons
- - User interface can feel dated or complex compared to some competitors
- - AI features (Zia) effectiveness can vary
- - Best utilized within the broader Zoho ecosystem
Verdict
"A powerful and affordable option, especially for businesses already using Zoho products or needing strong process automation."
#3
HubSpot Service Hub
By HubSpot
A customer service software integrated into the HubSpot CRM platform, focusing on seamless customer experience and support team productivity.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: Integrated Customer Service & CRM, SMB Support Teams, Customer Feedback Collection, Knowledge Base Management
Key Features
- ✓Shared Inbox: Universal inbox connecting team email, chat, and other channels to the CRM. (High)
- ✓Help Desk Automation: Automates ticket routing, escalations, task creation, and customer surveys. (Medium)
- ✓Knowledge Base: Integrated knowledge base builder optimized for search engines. (High)
- ✓Customer Portal: Secure portal for customers to track ticket status and manage support requests. (Medium)
Scorecard (Overall: 8.1 / 10.0)
Pricing
Free Tools
Contact Vendor
- Ticketing
- Shared Inbox
- Live Chat (Basic)
- Reporting Dashboard (Limited)
- Team Email
Limitations: HubSpot branding, Limited automation, Basic reporting
Starter
$18.00 / per user/month (starts at 2 users, billed annually)
- All Free features
- Simple Automation
- Ticket Pipelines
- Meeting Scheduling
- Conversation Routing
Pros
- + Seamless integration with HubSpot CRM, Sales, and Marketing Hubs
- + Excellent free tools for basic help desk needs
- + User-friendly interface
- + Good focus on customer experience tools (surveys, portals)
Cons
- - Best value when using the full HubSpot ecosystem
- - Advanced automation requires higher tiers
- - Pricing can escalate quickly with more users and features
Verdict
"Ideal for businesses already invested in the HubSpot ecosystem or those prioritizing CRM integration alongside help desk features."
#2
Freshdesk
By Freshworks
An intuitive and feature-rich help desk known for its ease of use, strong automation capabilities, and integrated omnichannel support.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: SMB Customer Support, Enterprise Support, IT Service Management (ITSM), Field Service Management
Key Features
- ✓Unified Inbox: Consolidates customer conversations from various channels (email, phone, chat, social) into a single view. (High)
- ✓Freddy AI: AI-powered features for chatbots, ticket summarization, sentiment analysis, and automated responses. (Medium)
- ✓Scenario Automation: Allows agents to execute multiple actions on a ticket with a single click. (High)
- ✓Knowledge Base: Built-in tool for creating and managing self-service articles and FAQs. (High)
Scorecard (Overall: 8.5 / 10.0)
Pricing
Free
Contact Vendor
- Integrated Ticketing (Email & Social)
- Knowledge Base
- Ticket Trend Report
- Datacenter choices
Limitations: Up to 10 agents, Limited automation, Basic reporting
Growth
$15.00 / per agent/month (billed annually)
- All Free features
- Automation rules
- Collision Detection
- SLA Management
- Marketplace apps
Pros
- + Intuitive and user-friendly interface
- + Generous free plan available
- + Strong automation and AI features
- + Good value for money across tiers
Cons
- - Advanced reporting locked behind higher tiers
- - Some users find the UI slightly cluttered
- - Marketplace smaller than Zendesk's
Verdict
"Excellent all-around help desk, particularly strong for SMBs seeking ease of use and value, with a capable free tier."
View Top Ranked Software
Watch a short ad to unlock the details for the #1 ranked software.
#1
Zendesk Support Suite
By Zendesk
A comprehensive, omnichannel help desk solution designed for scalability, offering robust ticketing, messaging, and self-service options.
Platforms & Use Cases
Platforms: Web-based, iOS, Android
Best For: Customer Support, Internal IT Support, Sales CRM Integration, Community Forums
Key Features
- ✓Omnichannel Ticketing: Manages support requests from email, chat, web, social media, and voice in one unified agent workspace. (High)
- ✓Help Center (Knowledge Base): Enables creation of public or internal knowledge bases, community forums, and customer portals for self-service. (High)
- ✓Automation & Workflows (Triggers/Automations): Automates repetitive tasks like ticket routing, escalations, and notifications based on predefined conditions. (High)
- ✓Reporting & Analytics: Provides detailed insights into team performance, customer satisfaction, and support trends. (High)
Scorecard (Overall: 8.8 / 10.0)
Pricing
Suite Team
$55.00 / per agent/month (billed annually)
- Ticketing System
- Messaging across web, mobile & social
- Help Center
- Automation & workflows
- Standard Reporting
Limitations: Limited API access, Basic analytics
Suite Growth
$89.00 / per agent/month (billed annually)
- All Suite Team features
- Customizable ticket layouts
- SLA management
- Self-service customer portal
- AI-powered automated answers (limited)
Pros
- + Highly scalable platform
- + Extensive integration marketplace
- + Robust feature set across all support channels
- + Powerful reporting capabilities
Cons
- - Can become expensive, especially for larger teams
- - Interface can feel complex initially
- - Some advanced features require higher tiers
Verdict
"An industry leader ideal for businesses needing a scalable, feature-rich, omnichannel support solution, though potentially costly."
Author information could not be loaded for this review.
Final Thoughts
The help desk software market offers diverse solutions catering to different needs, from scalable enterprise platforms like Zendesk and Salesforce Service Cloud to user-friendly SMB options like Freshdesk and Help Scout. Integration capabilities (especially with CRM or ITSM tools like HubSpot, Zoho Desk, and Jira Service Management) and pricing models are key differentiators. Solutions like Intercom excel in proactive, messaging-first engagement.