Helpdesk software is used to help customers quickly solve issues on their own, such as minor bugs and technical difficulties, meaning that they only need to contact agents for larger challenges.
Businesses using traditional helpdesk methods face several challenges, such as customers having to wait long times for problem resolution and a lack of scalability. Helpdesk software simplifies the task by automating part of the resolution process.
Companies also use helpdesk software to manage customer requests and provide more accurate support. These apps track tickets and use AI for features like chatbots and analytics. Teams can add knowledge bases for faster issue resolution and allocate tasks for each issue as needed.
Based on hands-on testing, the Geekflare team has listed below the best helpdesk software based on customization options, add-ons available, unique features, and pricing plans.
- Freshdesk – Best Overall
- Jitbit Helpdesk – Best for Email Ticketing Systems
- Salesforce – Best for Scalable Customer Service Solutions
- Zendesk – Best for Comprehensive Customer Support
- Zoho Desk – Best for Small to Medium Business
- Front – Best for Collaborative Email-Based Customer Support
- InvGate – Best for Streamlined IT Support
- Gorgias – Best for E-commerce Business
- HappyFox – Best for a Unified Help Desk Experience
- Help Scout – Best for Email Management
- HelpCrunch – Best for Multi-Channel Customer Communication
- Jira – Best for IT Teams
- Hiver – Best for Gmail-Based Customer Service
- Kustomer – Best for Omnichannel Customer Service CRM
- Gladly – AI-Powered Customer Service
- Show moreShow less
You can trust Geekflare
Imagine the satisfaction of finding just what you needed. We understand that feeling, too, so we go to great lengths to evaluate freemium, subscribe to the premium plan if required, have a cup of coffee, and test the products to provide unbiased reviews! While we may earn affiliate commissions, our primary focus remains steadfast: delivering unbiased editorial insights, and in-depth reviews. See how we test.
-
Customization
High
-
Target Audience
B2B and B2C Companies
-
Customer Support
24/7 Email, 24/5 Phone
With integrated ticketing, a comprehensive free plan for up to 10 agents, and the option to choose your data center location (even without upgrading), Freshdesk is our pick for the best overall helpdesk software.
Freshdesk has a team inbox that lets users track support tickets across all platforms. It’s also possible to make custom ticket statuses. Users in and outside the main organization can use Freshdesk via shared ownership.
Teams using Freshdesk can make canned responses to quickly answer frequently asked questions. Moreover, the app has a scenario automation tool that allows users to automate repetitive actions. Agent collision alerts stop users from working on a ticket that someone else already is.
Freshdesk integrates with Slack, Salesforce, Jira, and over 1,000 other apps.
Over 60,000 companies use Freshdesk, including Hamleys, Thomas Cook, and 7-Eleven.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Time-triggered automation for ticket maintenance.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Suggest ticket fields for prioritization and categorization.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
When customers reply with “thank you”, Freshdesk detects that the issue is solved; users can then stop these tickets from being reopened.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Convert email tickets to knowledge base articles.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Linking between forum topics and tickets.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
A free plan with ticket dispatch features (e.g. routing and prioritizing tickets) and 24/7 email support for up to 10 agents
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
More efficient workflows thanks to the “thank you” ticket-closing feature
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Some Reddit users have complained that the analytics are too complicated
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Access to marketplace apps isn’t possible with a free plan
Freshdesk Pricing
| Plan | Monthly Cost/Agent | Offerings |
|---|---|---|
| Free | $0 | Ticket trend reports, knowledge base, round-the-clock email assistance, max. 10 agents |
| Growth | $15 | Automation tools (e.g. escalations), custom email server, custom SSL |
| Pro | $49 | Up to 5,000 collaborators, customizable roles and reports, customer journey tools, customizable metrics |
| Enterprise | $79 | Skill-based routing, hierarchical knowledge base features, restrict IP ranges |
-
Customization
Limited
-
Target Audience
IT Teams
-
Customer Support
Knowledge Base, Online Ticketing
Jitbit can turn incoming emails into tickets where needed and send replies, which – among other features – makes Jitbit the best helpdesk software for email ticketing systems.
Jitbit integrates with Jira, GitHub, Active Directory, MS Exchange, Dropbox, and other tools like ChatGPT and Basecamp. Teams that need further integrations can add these via Zapier.
Both SaaS and “on-premises” versions of Jitbit are available.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Ticket scheduling (daily, weekly, monthly, etc.) for maintenance tasks.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Delayed ticket reminders.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
In-app screen capturing to add further information and context to tickets.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Filtering features to sift through spam and messages that don’t require attention (i.e., automatic out-of-office responses).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Automatic response generation via the use of language-learning models (LLMs).
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Better security thanks to anti-spam message automation
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Unlimited storage and all core features for every plan
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Very fast set-up; it should take around 30 seconds to use at most
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Limited features outside of email ticketing
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Jitbit lacks a comprehensive knowledge base
Jitbit Helpdesk Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Freelancer | $29 | Unlimited storage, custom domain, all core features, iOS and Android apps |
| Startup | $69 | 4 agents |
| Company | $129 | Downloadable backups, 7 agents |
| Enterprise | $249 | Faster support, HIPAA compliance, the option to hide “powered by Jitbit” if preferred |
-
Customization
High
-
Target Audience
B2B Companies
-
Customer Support
24/7 for Premier Support Plans
Multiple pricing options, AI-powered chatbots, and omnichannel reporting features make Salesforce the best helpdesk software for scalable customer service solutions.
Salesforce has email templates for easy response crafting, and its Einstein tool offers predictive and generative AI to simplify communication further. Salesforce also has a $2/month self-service add-on that lets customers find their answers before needing to contact support.
The app uses AI-powered recommendations for enhanced efficiency, planning, insights, and knowledge management tools. It’s also possible to get unified voice and messaging via AI, which integrates across multiple channels.
Teams using Salesforce can use thousands of apps to improve workflows and get to conclusions quicker, such as Q-assign and Email to Case Premium by Vicasso. Some tools require an extra fee.
Salesforce has 150,000 customers, including T-Mobile, Spotify, and Amazon Web Service.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Enhanced messaging is available for $75 extra per user per month.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A visual remote assistant to limit the number of reopened tickets.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Unified voice and messaging (Einstein 1 Service plan only).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Opportunity Tracking tools to potentially cross-sell to satisfied customers.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Offline access (Enterprise plan and above).
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Email auto-response features are available with all plans
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Multiple customization options, such as email templates and custom profiles/layouts
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
The app can be very difficult to use for beginners
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
No free plan is available, only a free trial.
Salesforce Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Starter Suite | $25 per user | Knowledge management, case management, email auto-response |
| Pro Suite | $100 per user | Omni-channel routing, case email escalation rules, service console apps |
| Enterprise | $165 per user | Einstein Bots (for an additional fee), case swarming, help center |
| Unlimited | $330 per user | Einstein Bots included, service catalog |
| Einstein 1 service | $500 per user | Authenticated portal, customer community features, enhanced messaging and feedback management included |
-
Customization
High
-
Target Audience
B2B and B2C Companies
-
Customer Support
Ticketing, Email, SMS, Live Chat
Zendesk offers prebuilt integrations and quick responses. It is intelligently designed to cut down on customer care agent time and save the company money. For this reason, it’s the best helpdesk software for comprehensive customer support.
Zendesk has AI agents that work round the clock; users can tailor conversations to ensure that the advice these agents give is more accurate.
Zendesk has automation features that teams can enhance with pre-canned responses. The app also has a real-time dashboard and allows users to quickly collect customer feedback. Zendesk users can leverage tools like social media, chatbots, and surveys to improve customer involvement.
Channel unification is possible via the agent workspace, and it’s also possible to track conversation updates here. App integrations include Trustpilot Reviews, AssetSonar, and Microsoft Teams for Support. To further customize the app, free and paid themes are available.
The service is used by 100,000 customers, including Uber, Finnair, and Xero.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A conversation extension that helps customers complete purchases without leaving their chat.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Light Agents to let users comment privately, without needing to pay for additional monthly users.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Skills-based routing so that agents with specialty knowledge can solve problems that match their expertise.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Automatic ticket creation.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A range of reports to monitor your progress, such as viewing tickets created by channel.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Customize your workspace with free and paid themes
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Digital onboarding for all paid plans
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Multilingual support and content is only available with high-end plans
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
CSAT ratings are not available with all plans
Zendesk Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Suite Team | $55 per agent | AI agents, 1,000 apps and integrations, pre-defined responses |
| Suite Growth | $89 per agent | SLAs, CSAT ratings, multilingual support, list your business hours |
| Suite Professional | $115 per agent | HIPAA enabled, choose data location, side conversations to contact teammates while staying in the same ticket |
| Suite Enterprise | Custom | Custom agent roles, AI-powered content cues, sandbox testing environment |
-
Customization
High
-
Target Audience
B2B Tech Companies
-
Customer Support
Email, Phone, or Chat, 24/7 for Premium Plans
Zoho Desk is the best helpdesk software for small to medium-sized businesses, thanks to features like process automation and multichannel ticket management.
Teams can benefit from 50% quicker deployment compared to many similar tools, and integrate the software with 200 apps. Integrations include Slack, G Suite, Jira, and Zapier.
Teams using Zoho Desk can customize their workspaces and tickets with templates. The app also offers the option to customize statuses throughout the whole ticketing process.
Zoho Desk also provides GDPR compliance. Other helpful features include an integration with Zoho CRM. Based in India, Zoho has over 100 million global users.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customized data modules where users can change the currency, whether they want to use percentages or decimals, etc.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Anomaly notifications so that agents can identify abnormal ticketing activity.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Reply editors.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Collaborative file sharing and meeting spaces.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Live customer happiness ratings.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
High-level data customization
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Integrates well with Zoho’s other tools, such as Zoho CRM
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Advanced dashboards aren’t available with a Standard plan
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Lack of Live Chat feature unless you have an enterprise subscription
Zoho Desk Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Standard | $14 per user | 5 advanced web forms, 20 tags per ticket, product-based ticket tracking, instant messaging |
| Professional | $23 per user | Agent collision detection, ticket templates, ticket sharing and ownership |
| Enterprise | $40 per user | Maximum of 50 tags per ticket, live chat, guided conversations |
-
Customization
Moderate
-
Target Audience
B2B Support Teams
-
Customer Support
Email, Live Chat, Video (High-End plans)
Front offers a full view of consumer data next to each message. The service connects with SMS, email, WhatsApp, and more. Teams using the tool can also create multiple team inboxes. These are just some of the reasons why Front is the best helpdesk solution for collaborative, email-based customer support.
The Front app lets teams assign ownership to ensure that each issue is quickly cleared, and it’s also possible to use metrics like satisfaction scores, SLA breaches, and average reply times. Dashboards are customizable.
Front also has metrics like messages sent per agent. The app also has message categorization. The API allows for custom integrations.
Teams can integrate Front with Aircall, Asana, ClickUp, and other tools.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A percentage-based overview that outlines each conversation stage.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Automatic message transferring based on keywords and other parameters.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Workload-balancing tools for better resourcing.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customer inquiry insights to determine audience perceptions.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
AI article translation to help customers in different languages.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Five-second cancelation window for sending messages
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Automatic task transfers to different departments, which allows tickets to get closed quicker
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
CRM and Zapier integrations are only available with a Growth plan or higher
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
You need at least 20 seats and a Scale plan for onboarding and solution design
Front Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Starter | $19 per seat | Omnichannel shared inboxes, knowledge base, live chat, 10-seat maximum |
| Growth | $59 per seat | 20 workflow automation rules, Zapier integrations, conversation summaries, CSAT and SLA analytics |
| Scale | $99 per seat | Multiple team workspaces, AI message drafting |
| Premier | $229 per seat | Video conferencing assistance, Premier Onboarding |
-
Customization
Moderate
-
Target Audience
IT Teams
-
Customer Support
24/7 for Critical incidents
InvGate has a modern user interface (UI) with a focus on urgent requests, making it easier for agents to prioritize tasks. Complete ticket visibility, quick access to the knowledge base, and automatically-created subtasks are some of the other reasons why InvGate is the best helpdesk software for streamlined IT support.
InvGate has customizable dashboards and cross-analysis for important metrics. It’s also possible to analyze tickets by creation source and customer groups.
Teams can integrate InvGate with 6,000 apps via Zapier, such as Gmail, Microsoft Teams, and Outlook. Other InvGate integrations include Amazon Web Services and TeamViewer. The app is used by organizations like Toyota, PwC, and NASA.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Predictive suggestions.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Automatic subtask creation for IT requests.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Linking related requests to solve similar issues more quickly than would otherwise be possible.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
The option to share dashboards with customers.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Software license optimization and planning.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Gamification to improve team motivation
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
IT Asset Control add-ons
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Not suitable for non-IT teams as all of its features and solutions are specifically optimized for teams of this kind
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Only available in English, Spanish, and Portuguese; can be a problem for international teams with staff not proficient in these languages
InvGate Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Starter | $17 per agent | Max. 5 agents, self-service portal |
| Pro | $40 per agent | 6-50 agents, project automation |
| Enterprise | Custom | On-premise hosting, custom number of agents |
-
Customization
Moderate
-
Target Audience
Ecommerce Businesses
-
Customer Support
24/7 Email and Chat
Gorgias serves stores using Magento, Shopify, BigCommerce, and WooCommerce, and claims that you can automate up to 60% of your CX. For these reasons, Gorgias is the best E-commerce helpdesk software.
Gorgias can be connected to over 100 apps, including Aircall, Shopify, and Loop. Teams using the service can monitor and respond to messages on TikTok, Facebook, WhatsApp, and Instagram. Moreover, agents can give shoppers a call option.
Over 12,000 E-commerce brands use the service, including Steve Madden and Olipop.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Personalized E-commerce campaign creation to increase sales (e.g., recommending products to shoppers).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
On-site campaign creation for better sales conversions.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Automatic help center creation.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customizable live chats.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
1:1 strategy sessions to help users determine where they need to improve their products and services.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Gorgias Academy with resources about growing and managing an E-commerce business more successfully.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
You don’t have to pay for every ticket you receive
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
You don’t have to pay per number of guests or agents
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Limited analytics features compared to some of the other helpdesk solutions on the market
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Some users have complained that Gorgias is difficult to customize
Gorgias Pricing
| Subscription | Monthly Cost | Offerings |
|---|---|---|
| Starter | $10 | 50 billable tickets, 3 user seats, $0.40 per extra ticket after using the allowance |
| Basic | $60 | 300 tickets per month, 500 users, $40 for 100 extra tickets |
| Pro | $360 | 2,000 tickets per month, $36 for 100 extra tickets, Magento integration |
| Advanced | $900 | 5,000 monthly tickets, $36 for 100 extra tickets |
| Enterprise | Custom Pricing | Custom billable tickets, custom overage ticket costs |
-
Customization
High
-
Target Audience
B2B Customer Support
-
Customer Support
24/5 Email (Team), 24/7 Phone (Enterprise)
HappyFox is the best software for a unified helpdesk experience, thanks to easy-to-access queue overviews, pinned tickets, ticket statuses, and the ability to draw conversations from email and social media.
HappyFox uses ticket threads to give a quick conversation and action overview. Moreover, the app has canned actions and lets users answer with canned responses for common queries.
The service also offers agent-based pricing and subscriptions for unlimited agents (the latter is better suited to bigger teams).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customizable queues to show open tickets based on status, category, etc.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A Quick Reply feature for quicker customer interaction.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Private notes to discuss how to solve tickets without leaking sensitive information.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
IP address restrictions to stop unwanted users from accessing the app.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A Bulk Action tool to group related tickets.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
In-app private notes to help agents get more clarity from coworkers if needed.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Ticket-pinning for easy access to the most important ones.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A Smart Rules engine to eliminate unnecessary workflows that could cause delays.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Per agent and unlimited agent plans are available
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Available in 35 languages
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
No instant free trial is available; you have to book a demo
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Limited custom fields for contact groups
HappyFox Pricing
| Plan | Monthly Cost/agent | Offering |
|---|---|---|
| Basic | $9 per agent | Omnichannel ticket creation, SLA management, knowledge base |
| Team | $49 per agent | Custom email and domain, customized ticket queues, 24/5 email support |
| Pro | $99 per agent | Agent collision, task and asset management, ticket scheduling |
| Enterprise | Custom | 2TB attachment storage, all-time reporting history, audit logs |
-
Customization
Limited
-
Target Audience
Small and Medium-Sized Businesses
-
Customer Support
24/7 Email Support
Help Scout has multitasking features, AI summaries, and urgency tags and folders, making it the best helpdesk solution for email management.
Help Scout has collision detection, meaning that agents won’t respond to the same messages. Analytics metrics like new conversations, messages received, and replies sent help teams analyze their performance.
Team members can view how many conversations they’ve had per day (as well as how many chats they’ve missed overall). Users get AI drafting and assistance tools, the latter of which can change text tones and correct spelling and grammar.
Over 12,000 teams within companies like Honey, Buffer, and Compass use the tool.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Team grouping for several in-app aspects, such as reporting and automations.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Quarterly team training to ensure that agents’ skills stay sharp and that they can use Helpdesk more effectively.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A Beacon widget to deliver more accurate help for specific requests (e.g. FAQ pages).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customer satisfaction scores broken down via email and chat.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
View how many messages were resolved the first time around, as well as overall response times.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Workflow automation is available with all plans and not just the more expensive ones
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Round-the-clock support via email and chat all day, six days of the week
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
25-user monthly limit on Standard plans
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Limited number of shared inboxes (2-25 depending on the chosen plan)
Help Scout Pricing
| Plans | Monthly Cost | Offerings |
|---|---|---|
| Standard | $22 per user | API, in-app messaging (add-on), beacon help widget |
| Plus | $44 per user | Custom reports, Sales, Jira, and HubSpot apps, AI summarization |
| Pro | $65 per user (min. 10 users) | Advanced API access, quarterly team training, enterprise security |
-
Customization
Limited
-
Target Audience
Mid-Sized Companies
-
Customer Support
Live Chat
HelpCrunch is the best helpdesk software for multichannel communication because it integrates with the likes of Telegram and Slack, plus several other messaging apps. Moreover, it supports replying from anywhere and instant follow-ups within the mobile app.
Integrations via Zapier and Zoho are also available. Companies can get assistance from HelpCrunch’s team of professionals with product deployment and training.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Comprehensive customer data, such as how many total payments they’ve made.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Send one-off email updates via the app for important information, in addition to event announcements.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Multi-channel chatbot builders that you can create without coding experience.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
WYSIWYG editor where you can optimize knowledge base articles for SEO.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Website and in-product pop-up builders.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
No credit card is required for the free trial
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Personal onboarding assistant, including for the free trial
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Emails require an extra monthly fee (and there’s a limit of 50,000 per month)
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Multilingual knowledge base is not available with a Basic plan
HelpCrunch Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Basic | $12 per team member | 20 AI editor requests, 1 widget, 15 messenger channels |
| Pro | $20 per team member | Multilingual knowledge base, advanced customization and automation, high-priority live chat support |
| Unlimited | $396 (unlimited team members) | Unlimited widgets, 100 messenger channels, unlimited chatbot flows |
-
Customization
Moderate
-
Target Audience
IT Teams
-
Customer Support
24/7 for High-End Plans
Even with a free plan, Jira Service Management users get an embedded knowledge base and pre-configured ITSM templates. These, along with multi-region data residency, real-time incident monitoring, and advanced alert integrations, make Jira the best helpdesk software for IT teams.
Up to 3 agents can use the free version of Jira Service Management, and paid plans support up to 20,000 users. Pricing varies; each plan gets cheaper as you add more agents. All users receive access to Atlassian community support as a first point of contact for issues they might encounter.
Jira Service Management integrates with Amazon Web Services and other third-party apps. It also has an optional integration with Jira.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
PIRs to identify root issue causes.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Change management tools that let users automate approval workflows based on CAB procedures and other metrics.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Incident escalation policies.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customize your help center by adding your company URL.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Problem scopes to identify issues that keep occurring.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Between 99% and 99.5% uptime SLAs for Premium and Enterprise subscriptions
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Per user, per month pricing gets cheaper as you add more agents
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Atlassian Intelligence isn’t available with a Standard plan
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Unlimited automation allowances are only available with an Enterprise subscription
Jira Service Management Pricing
| Plan | Monthly Cost/agent | Offerings |
|---|---|---|
| Free | $0 | 3 agents, multichannel support (email, portal, chat), knowledge base, change management. |
| Standard | $18.20 (50 agents) | Best for less than 50 agents, branded help center, 9-5 regional support, alerts, incident escalation, unlimited email notifications |
| Premium | $34.77 (250 agents) | Best for less than 250 agents, AI-powered service and operations, 24/7 support for critical issues, 99.9% uptime SLA. |
| Enterprise | Custom | Cross-product analytics and insights, 24/7 support for all issues, 99.95% uptime, unlimited automations, 150 sites |
-
Customization
Moderate
-
Target Audience
B2C Email Support Teams
-
Customer Support
24/7 Chat and Email
With Gmail integration, shared email boxes, automatic task delegation, and email prioritization, Hiver is the best helpdesk software for Gmail-based customer service.
Teams can send customer satisfaction surveys to ensure that users remain happy. In addition to Gmail, Hiver integrates with over 6,000 apps via Zapier, including Salesforce, Slack, Google Calendar, and Asana.
Over 10,000 businesses use Hiver, including Kiwi.com, Upwork, and Epic Games.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Phone conversation logging to help agents solve problems quicker and understand what they should do for similar future issues.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
24/7 support on all plans, meaning that users can choose a subscription based on features rather than support.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Add conversation followers so that stakeholders can keep an eye on how each ticket is progressing.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customizable task visibility to fine-tune open tasks based on individual needs.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Collaboration without needing to forward or CC.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Chat and email onboarding assistance is included for all plans
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
SLAs for all plans
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
The software sometimes has a few bugs and can take a long time to load
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Slow new feature releases compared to other helpdesk software tools
Hiver Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Lite | $19 per user | 1 SLA policy and violation reminder, triggered and conditional workflow automation, notes and mentions, 2 shared email inboxes |
| Pro | $49 per user | Harvey AI for auto-email closing and summarization, CSAT surveys, 5 shared inboxes, Salesforce integration |
| Elite | $79 per user | Custom build hours, success manager, skill-based auto-assignment, quarterly team training |
-
Custmization
Limited
-
Target Audience
B2C Businesses with Multiple Platforms
-
Customer Support
24/7 Chat and Email
Kustomer has voice provider integration and consolidates live chat, social media, SMS, voice, and email within a single system. This, combined with a workflow debugger, sentiment tracking, and multilingual support, make it the best helpdesk solution for omnichannel customer service.
The company claims that its KIQ AI customer service bot can improve business efficiency by 45%, and it has features AI responses and code-free configuration, along with intent detection. On top of that, Kustomer says that KIQ can enhance agent efficiency by 65%.
Teams can integrate Kustomer with Shopify, Magento, Amazon Connect, Aircall, and various other apps. It’s also possible to build apps.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Snooze conversations until a customer responds.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Two-way translations to ensure that everyone is understood.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customizable push notifications for important customer updates, such as delays to a product delivery.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Customer handoff summarization so that agents can continue the conversation without needing to start from scratch.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Conversation, object, and event analysis.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Users have praised the app’s user-friendliness
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Easy merging of customer data from multiple touchpoints via the workspace
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
8-seat minimum
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Rigid pricing; only one option available for both plans
Kustomer Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Enterprise | $89 per user | Multilingual support, language detection, sentiment analysis, 20 languages, up to 25 brands, 100 custom workflows |
| Ultimate | $139 per user | SAML SSO, allowed IP ranges, live agent audits, all languages, up to 300 brands, 150 custom workflows |
-
Customization
Moderate
-
Target Audience
B2C Brands
-
Customer Support
24/7 Help Desk
Gladly is the best helpdesk software for AI-powered customer service; it has tools like AI-powered Q&As and pre-trained AI models.
Teams using Gladly can access conversation timelines. Moreover, the app has real-time channel insights such as completed, active, and outgoing statistics for email, chat, and voice.
Capacity overviews are also available to help teams allocate resources more effectively. Moreover, users can use quick filters to view agent activity and more.
Gladly integrates with dozens of apps, such as Magento, Big Commerce, Magento, and Qualtrics. Its offerings are much smaller than many other helpdesk solutions in this respect, but there are still some big names included.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Revenue-tracking to determine financial success across all platforms.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Percentage-based SLA success views.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Cross-channel answer publishing to solve more requests in a shorter timeframe.
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
A People Match feature that pairs customers with agents based on personalized metrics (e.g. history with the company).
- <img alt="Key feature" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/feature.svg" decoding="async" src="data:image/svg xml,”>
Conversation and performance trends.
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Create custom apps in Gladly
- <img alt="Advantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/pros.svg" decoding="async" src="data:image/svg xml,”>
Easy to switch between different messaging channels, such as SMS and social media
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
No premium-level support unless you get the Superhero Package
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
Minimum of 45 users for the Superhero Package
- <img alt="Disadvantage" data-src="https://geekflare.com/wp-content/themes/gf/src/CustomTheme/Theme/Assets/Icons/cons.svg" decoding="async" src="data:image/svg xml,”>
The Hero package doesn’t have custom reporting
Gladly Pricing
| Plan | Monthly Cost | Offerings |
|---|---|---|
| Hero Package | $180 per user | Full conversation history, knowledge base centralization, all app integrations, Hero AI |
| Superhero Package | $210 per user | 99.9% uptime, customizable reporting |
Comparison of the Best Helpdesk Software: An Overview
Below is a comparison of the helpdesk software discussed above.
|
Freshdesk |
4.5 /5 |
$15 |
Time-triggered ticket maintenance automation, forum topic and ticket linking |
B2B and B2C companies |
|
|
Jitbit Helpdesk |
4.5 /5 |
$29 |
Delayed ticket reminders, spam message filtering |
IT Teams |
|
|
Salesforce |
4.2 /5 |
$25 |
Visual remote assistant, customer cross-selling identification |
B2B companies |
|
|
Zendesk |
4.2 /5 |
$55 |
Light Agents, automatic ticket creation |
B2B and B2C companies |
|
|
Zoho Desk |
4.5 /5 |
$14 |
Live CSAT scores, anomaly notifications |
B2B tech companies |
|
|
Front |
4.6 /5 |
$19 |
Percentage-based overviews, workload-balancing tools, AI article translation |
B2B support teams |
|
|
InvGate |
4.6 /5 |
$17 |
Automatic subtask creation for IT requests, software license optimization and planning |
IT Teams |
|
|
Gorgias |
4.7 /5 |
$10 Ticket Charges |
Customizable live chats, on-site campaign creation |
eCommerce businesses |
|
|
Happy Fox |
4.5 /5 |
$9 |
Smart Rules engine, Quick Reply feature, ticket-pinning |
B2B customer support |
|
|
Help Scout |
4.5 /5 |
$22 |
Beacon widget, team grouping, quarterly team training |
Small and medium-sized businesses |
|
|
HelpCrunch |
4.8 /5 |
$12 |
Pop-up builders, one-off email updates |
Mid-sized companies |
|
|
Jira Service Management |
4.4 /5 |
$22.05 |
Root issue cause identification, incident escalation policies, change management tools |
IT Teams |
|
|
Hiver |
4.6 /5 |
$19 |
Add conversation followers, phone conversation logging, task visibility customization |
B2C email support teams |
|
|
Kustomer |
4.5 /5 |
$89 |
Conversation-snoozing, customer handoff summarization, customizable push notifications |
B2C businesses with multiple platforms |
|
|
Gladly |
4.7 /5 |
$180 |
Agent/customer matching, cross-channel answer publishing |
B2C brands |
What is Helpdesk Software?
Helpdesk software is used by support teams to answer customer requests and solve issues that may arise. It can take the form of an IT ticketing system or B2C-facing assistance, but software of this kind can also be designed to help B2B companies solve issues with their customers.
Features You Should Look For in Helpdesk Software
Below are some features you should look for when you purchase a helpdesk software.
Ticket Management
Whether it’s for internal teams or customers, ticket management will help teams perform tasks more effectively. Besides task creation, it’s also important to look for prioritization and customization features. That way, it’ll become much easier to do everything in the right order.
Automation
Automation saves time on menial tasks and allows agents to spend more time focusing on how they solve customer requests. Trigger automations (i.e. when an item is moved) are some of the most common ones, and some apps let you set up custom rules.
Omnichannel Support
Customers interact with brands across email, social media, website forms, and in many other places. So, it’s crucial that omnichannel support is offered in any helpdesk software you choose. Integrations with instant messaging apps (e.g. WhatsApp) and social media (e.g. Instagram) are also essential.
Self-Service Portal
Self-service portals let customers find the answers to their problems quicker. As a result, agents can spend their time dealing with more important requests.
Reporting and Analytics
Your chosen helpdesk software should include reporting and analytics that can help your team improve its results. For example, you’ll want to look at average resolution times and try to reduce how long it takes to respond to requests.
What Are the Benefits of Helpdesk Software?
Helpdesk software offers 5 main benefits as listed below.
- Enhanced Productivity. Because teams can automate manual tasks and common responses, agents will be more productive. Moreover, the company will receive higher CSAT ratings due to its ability to solve problems quickly.
- Data and Analytics. Integrated data and analytics can help agents improve their personal workflows and enhance areas of weakness. If metrics like response time are off the mark, your company can also determine where they need to plug gaps and hire more staff.
- Cost Efficiency. Helpdesk software solves problems quicker, which will result in teams being able to move forward without allocating more resources than is necessary. Many are also available for monthly or annual subscriptions.
- Enhanced Customer Experience. Teams using helpdesk software will solve problems quicker and help customers reach the right conclusion more quickly. So, they will be happier and more likely to demonstrate brand loyalty.
- Knowledge Management. Helpdesk solutions let teams organize everything in a unified knowledge base, which is beneficial for customers and support agents alike.
How to Choose the Right Helpdesk Software
Everyone has different needs when picking the right helpdesk software. For example, startups may want a FREE ticketing system but still need to consider scalability. Below is a list of factors to consider while choosing a helpdesk software.
- Identify Your Needs. Think about the number of team members you have and your business model. It’s also a good idea to consider the types of metrics you want to have available. Some helpdesk solutions are only designed for specific industries (e.g. Giorgias is for eCommerce businesses), so you should also keep this in mind.
- Key Features to Consider: Ticket customization and integrations are crucial to think about. Moreover, you should think about whether you need unified interfaces and document-sharing features.
- Consider Scalability. Some software has a minimum number of agents, and others have maximum allowances for emails and automation runs. Think about what you’ll need as your team grows.
- Test and Evaluate. Many helpdesk solutions have a free trial, and it’s well worth taking advantage of these before committing to a purchase.
- Automation/AI Capabilities: Some helpdesk software offers AI and automation with all plans, but it’s only available with premium subscriptions in other instances.
What Is the Difference Between Helpdesk and CRM Software?
Helpdesk software is designed to improve customer support and answer specific requests. On the other hand, CRM software manages relationships at a more fundamental level and not just for customer support.
