Top 13 Help Desk Software Solutions to Watch in 2025

Looking for quick recommendations? Currently, the top help desk software options are Salesforce and ZenDesk Support. These tools excel in integrating customer service, sales, and marketing functions to enhance overall support quality.

Delivering an excellent customer experience is essential for business growth. Good customer service goes beyond simply resolving tickets; it fosters loyalty and encourages positive word-of-mouth. When done effectively, it can lead to increased revenue and reduce the costs associated with acquiring new clients. Retaining existing customers often proves more cost-effective than constantly seeking new ones. Achieving this balance requires prompt responses and high-quality interactions. Research indicates that 90% of customers expect issues to be addressed immediately, often within 10 minutes or less.

To meet these expectations, businesses should set clear goals for response times, which can be tracked using objective and key results (OKR) software. Effective helpdesk software ensures quick, accurate responses that get to the heart of customer issues efficiently. Introducing the right tools can significantly improve your support team’s performance and customer satisfaction.

Disclosure: I may earn affiliate commissions from some of the links below at no extra cost to you. For more details, see our privacy policy.

What is Help Desk Software?

Help desk software is designed to streamline customer support processes, reducing the time agents spend resolving issues. It consolidates inquiries from multiple channels—such as email, social media, live chat, and phone—into a single platform, making it easier to manage and respond promptly. This type of software is invaluable for businesses of all sizes, offering several benefits including scalability, ease of implementation, and cost savings.

Most help desk solutions are cloud-based, enabling quick deployment with minimal internal setup. As your business grows, you can upgrade to more advanced plans. Maintenance and backend support are typically managed by the provider, eliminating the need for extensive in-house resources. Overall, help desk software enhances efficiency and customer satisfaction while being flexible and economical.

Important Features When Choosing Help Desk Software for Customer Support

Different help desk solutions offer various features, but certain functionalities are essential for effective support. First, the ticketing system should be user-friendly, allowing agents to easily create, update, and close tickets, as well as access previous interactions. Seamless integration across multiple communication channels—such as live chat, email, social media, and phone—is critical to gather all customer inquiries in one place.

A self-service knowledge base can drastically speed up support by providing customers with resources to answer common questions independently. This not only reduces support workload but also benefits sales and marketing teams by highlighting popular topics and enabling proactive engagement. Additionally, ensure the software supports integrations with other tools your team uses, allowing for a more cohesive workflow and better utilization of support data.Customer support tools help minimize manual updates and data entry by streamlining information across various channels. They enable your team to effectively meet the service level agreements (SLAs) that are vital for sustained business growth. The right SaaS help desk software makes it possible to manage service requests and SLAs seamlessly, allowing users to get quick responses from live agents without needing escalation. Good help desk systems should also support knowledge management by integrating with knowledge bases, helping team members quickly find and resolve issues while prioritizing crucial tasks. They often include project management features that simplify task delegation within the contact center, allowing agents to categorize problems and assign them efficiently via ticketing software.

While these features are generally key, every industry has its unique requirements. It’s important to evaluate your company’s specific needs carefully when choosing which features are most critical.

What is the best help desk software? Here are some leading providers worth considering.

1. Salesforce

Best for overall features and satisfaction

Salesforce Helpdesk is among the most popular and comprehensive solutions available. It offers a wide array of features that enhance customer service and improve satisfaction. The platform allows agents to focus on delivering quality service without getting bogged down by administrative tasks.

Key features include support across multiple channels—email, phone, chat, and social media—providing a 360-degree view of customer interactions to help agents serve more effectively. Personalizing the customer experience builds loyalty and fosters long-term relationships.

Advantages include strong integration with Salesforce’s CRM system, making it a robust choice for many organizations. Its ability to connect various communication channels streamlines support workflows. However, the cost of add-ons can add up quickly. Pricing plans vary from $25 per user per month for basic packages to higher tiers offering extensive features, with enterprise options like Marketing Cloud Account Engagement costing around $1250 monthly for up to 10,000 contacts.

2. Zendesk Support

Ideal for small to medium-sized businesses aiming for integrated marketing and support

Zendesk Support was traditionally a standalone help desk platform but now forms part of the Zendesk Suite, which combines Support, Guide, Talk, and Chat into a unified system. This helps smaller organizations centralize their customer service and marketing efforts, making management more straightforward. The platform’s flexibility allows teams to handle support requests, manage knowledge bases, and communicate across multiple channels from a single interface, improving responsiveness and customer satisfaction.

Choosing the right help desk software depends on your company’s size and specific operational needs. Always consider your particular industry nuances when assessing features to ensure the solution aligns with your objectives.Although the user interface isn’t the strongest point, the underlying technology powering the platform makes it a reliable choice for support management.

Key features of ZenDesk Support include seamless ticket integration across multiple channels on both web and mobile platforms, along with various support forms that allow agents to cater specifically to each customer’s needs. The system automates workflows with business rules that trigger responses based on ticket updates, and it enhances self-service support with artificial intelligence (AI) and machine learning. These AI features suggest new content ideas and help update outdated articles to keep knowledge bases current.

Pros of ZenDesk Support include its competitive pricing structure, integration capabilities with over 500 different apps and services, and customizable features that are particularly beneficial for call centers. These features help improve the user experience when resolving issues. However, the platform has a weaker end-user interface compared to some other help desk solutions like Freshdesk, which can be a drawback for some users.

Pricing varies based on the selected plan, with options such as Suite Team at $49 per agent per month, Suite Growth at $79, and Suite Professional at $99—each billed annually. You can get started with ZenDesk Support through the provided link.

Moving on to SysAid, which is best suited for automation needs. SysAid offers an all-in-one platform allowing users to submit tickets, access a knowledge base with helpful guides, engage in chat support, and track their ticket history. Its intuitive dashboard, customizable reports, and patch management features enable quick generation of detailed service quality and project reports. The platform also supports monitoring network assets—including hardware and software—and mobile devices, thanks to integrations with endpoint technology. Automation tools within SysAid help save time, money, and resources by automating routine processes like patch deployment and system updates without manual intervention.

Key features of SysAid include comprehensive ticket management to streamline customer requests, a self-service portal for submitting requests and tracking tickets independently, a searchable knowledge base, analytics for performance insights, asset management for hardware and software, and remote control capabilities for diagnosing and fixing issues directly on customer devices.

Advantages include the remote control feature, which facilitates quick troubleshooting, and the broad range of functionalities such as patch management, detailed reporting, and automated workflows, making SysAid a powerful IT help desk solution. The main downside is that configuring all these features can take time due to their complexity. Pricing requires filling out a multi-step form to receive a quote.

Finally, Freshdesk is best suited for providing external customer support rather than serving as an internal IT help desk.

Used by industry leaders such as HP and Panasonic, Freshdesk is considered one of the top help desk solutions available today. Freshdesk’s standout feature is the Freshdesk Arcade, which adds an engaging gamification element by displaying leaderboards and badges for top customer support performers, motivating teams through friendly competition.

Key features of Freshdesk include a shared inbox where support agents can manage tickets from multiple channels like social media, email, voice calls, and live chat. It also tracks conversations based on priority and category, making support more organized. The platform effortlessly integrates with popular apps like MailChimp, Shopify, and Office 365, and offers mobile support with its dedicated app, allowing sales agents to handle customer inquiries on the go.

Advantages of Freshdesk include its ability to incentivize agents to deliver quality service via gamification and its free plan, which accommodates small businesses wanting to try out the platform. However, some of its advanced features, such as a chatbot and social signals, are only available in higher-priced subscription tiers. Pricing begins with a free plan for unlimited agents with limited features, while paid plans start at $15 per agent per month when billed annually.

Get started with Freshdesk and experience its support capabilities firsthand by visiting their website.

HubSpot’s Service Hub is designed for organizations seeking alignment between their sales, marketing, and customer support teams. It offers a comprehensive suite of tools, including the Conversations Inbox, which consolidates all customer communication channels—like email, live chat, forms, Facebook Messenger, and others—into a single, easy-to-use interface. Customer data stored in the HubSpot CRM automatically enriches conversations, giving support teams context about customer history and preferences.

The platform allows you to begin using basic features for free, supporting live chat, ticketing, team email, and calls. As your business expands and your customer engagement strategies evolve from reactive to proactive, you can upgrade to paid plans to unlock more advanced capabilities. Integration with other HubSpot services is seamless, enhancing overall efficiency.

Key features of HubSpot’s Service Hub include the unified Conversations inbox, a full-featured help desk with routing, automation, and reporting capabilities, a self-service knowledge base to empower customers to find answers independently, and tools for collecting customer feedback through surveys. Its user-friendly interface, smooth integration with popular tools like Zapier, Salesforce, and Facebook, and a robust help desk system make it an attractive choice for many businesses.

Some limitations include its ticketing system, which may not suit every organization’s needs, but overall, HubSpot Service Hub offers a flexible, integrated solution for elevating customer support and engagement efforts.

Pricing Details

HubSpot’s Service Hub provides three paid plans starting at $45 per month for two agents, $360 monthly for five agents, and $1200 per month for ten users. All subscriptions are billed annually.

Start using Hubspot.

Best suited for: Organizations aiming to meet diverse customer support needs.

Zoho Helpdesk offers a comprehensive platform to manage customer inquiries efficiently across multiple channels. Trusted by over 50,000 businesses, it helps ensure that customer complaints are addressed promptly, maintaining high satisfaction levels.

Main features of Zoho Helpdesk include:

Advantages:

Limitations: Some users find the extensive features of Zoho Helpdesk challenging to learn initially due to its complexity.

Pricing Options

The pricing plans for Zoho Helpdesk are as follows:

Get started with Zoho Helpdesk.

Best free help desk software available at no cost.

<...>

Plus, this platform allows eCommerce businesses to observe, track, and communicate with online shoppers in real-time for better customer engagement.

You can monitor important metrics such as your customers’ navigation paths, the time they spend on specific pages, the products or services they view, and details about their location and demographics. These insights help you optimize your marketing efforts by identifying which products or services attract the most visitors and generate leads, making your campaigns more effective.

Some additional notable features include the ability to automatically create support tickets from offline messages, customize email signatures, and send personalized invitations to potential clients. You can also automate the sending of multiple invitations by setting rules, styles, and message templates. The system integrates seamlessly with social media platforms like Twitter, Facebook, WeChat, and WhatsApp, enhancing your communication channels.

The platform also offers a live chat tool that enables visitors to start a chat instantly via a clickable button, which can be positioned as a floating or embedded widget. If the website visitor is offline, the chat window functions as a contact form, allowing users to leave messages for your team.

Pricing for this service varies depending on the plan. The live chat feature costs $29 per agent per month for the Team plan, $49 for the Business plan, and custom pricing is available for the Enterprise option. An omnichannel support plan begins at $59 per agent per month. Details about bot automation and related features are not specified on the website.

8. JitBit

Best suited for startups up to large enterprises, JitBit is a reliable help desk automation solution trusted by many companies. Its primary emphasis is on email-based customer support, but it also provides help desk management software, including knowledge bases, live chat, integrations, and chatbots. The cloud-hosted system is quick to deploy and affordable, with integrations available with popular tools like Dropbox and Slack.

Key features of JitBit include a team mailbox for managing tickets with advanced filtering and reporting, an “Ideas Forum” where customers can suggest new features and vote on existing ones, and mobile apps for iOS and Android devices to support help desk operations on the go. Automation triggers allow for sending automatic replies, assigning tickets automatically, and setting deadlines to streamline workflows.

Advantages of JitBit include the fast setup process, often taking less than a minute to be fully operational due to its cloud-based nature. Its robust API and webhook capabilities enable extensive integrations, including access via Zapier, which supports over 500 additional tools. Furthermore, their strong email security features, such as anti-spam measures, deduplication, and flood protection, contribute to safe and efficient communication.

However, some limitations are present. Features like downloadable backups, custom domain setup, and the removal of the “Powered by JitBit” branding are not accessible under their Freelancer or Startup Plans. Pricing details are available through illustrative images, with specific rates for various plans.

JitBit offers several pricing plans:

– The freelancer plan, designed for solo users, costs $29 per month.
– The startup plan, suitable for small teams of four, is priced at $69 per month.
– The company plan, intended for up to seven team members, is available at $129 per month and includes options for downloadable backups.
– The enterprise plan, accommodating nine users (with additional agents at $29 each), costs $249 monthly. It provides features like removing the “Powered by JitBit” branding, faster support services, and HIPAA compliance for data security.

HelpDesk is aimed at businesses ranging from startups to large enterprises. Its main selling points are ease of use and the ability to grow with your company. The platform is notable for its comprehensive features; with automation and integration tools, HelpDesk enhances team efficiency and connects seamlessly with other popular tools such as LiveChat, Zapier, and HubSpot. Its key features include shared inboxes for organizing tickets with filters, creation of company roles and groups for support teams, automation for responses and task assignments, and omnichannel support to handle multiple communication channels. The system’s user-friendly interface and excellent customer service help organizations manage interactions and foster stronger relationships. However, the basic starter plan offers limited functionality, and the platform’s three-tiered options may not suit every need, especially for those seeking more advanced automation features found in other software solutions. Pricing starts at $4 per agent each month for the starter plan, which is suitable for simple email management, while the more feature-rich team plan begins at $19 per agent monthly.

Acquire is geared toward businesses seeking a comprehensive customer engagement platform that combines help desk capabilities with live chat, chatbots, video chat, email, and analytics. Used by hundreds worldwide, Acquire provides a versatile toolset for managing customer interactions effectively.The main advantage of their system is the “Unified Customer View,” which provides a comprehensive dashboard to visualize and interact with your customers at any stage of their journey. All communication channels are integrated into a single platform, eliminating the scattered experience common with traditional support systems.

Key features of Acquire include a unified agent dashboard that allows switching between live chat, chatbots, analytics, and customer timelines for a full understanding of each client. It also offers real-time assistance through live chat, video calls, and chatbots, along with a centralized inbox to manage all email support requests. Additionally, agents can collaborate directly with customers while browsing on-screen, thanks to co-browsing that requires no downloads.

Pros of Acquire include seamless integration with popular marketing tools, the ability to co-browse when customers encounter difficulties, easy setup of automated chatbots without programming skills, and support for face-to-face communication via video chat. The platform also displays detailed customer activity histories and enables sending emails directly from the dashboard. Furthermore, it provides a robust knowledge base feature for publishing help articles and support content.

However, as a relatively new platform, Acquire still has room to develop more advanced features, although it already covers many essential functions. Pricing is highly customizable, so interested users need to contact their team directly for detailed quotes.

Their pricing structure is tailored to each customer, which means there isn’t a standard plan visible online.

11. HappyFox

Ideal for organizations with multiple departments like HR, customer support, marketing, and IT, HappyFox is recognized as a top-tier help desk solution. It has earned PC Magazine’s “Best Help Desk Software” award for four consecutive years. Its strength lies in managing customer interactions across nearly any communication channel from one centralized platform.

HappyFox’s key features include a unified ticketing system that handles email, social media messages (such as Facebook private messages), and voice calls (with transcripts converted into tickets). It also offers a comprehensive knowledge base to facilitate self-service support and can transform live chat conversations into support tickets seamlessly.

The platform is user-friendly and includes automation tools that help reduce repetitive inquiries while streamlining ticket handling in real-time. Self-service features empower customers to resolve common issues independently.

Some limitations include restrictions on task automation rules and staff role assignments—each team member can only be assigned one role, according to PC Magazine. Additionally, HappyFox’s pricing tends to be higher than competitors, and there’s no free tier available.

Pricing options vary depending on team size. For small to medium teams (minimum of five agents), plans start at $29 per agent monthly and can go up to $89. For larger organizations with unlimited agents, the cost begins at $1,499 per month.

12. SolarWinds Service Desk

Best suited for IT teams but versatile enough for other departments as well, SolarWinds Service Desk offers a wide array of features to manage service requests efficiently.

SolarWinds Service Desk (formerly known as Samanage) consistently ranks as one of the top IT help desk platforms available today.

You might have heard about the significant data breach they experienced in 2020, but despite that, I think it’s still worth mentioning and considering their solutions. What makes SolarWinds Service Desk unique is its strong focus on supporting IT teams. It not only helps IT professionals manage internal and external customer support more effectively but also acts as a central hub for storing team knowledge and other critical resources.

Key features of SolarWinds Service Desk:

• Provides organizations with tools like Configuration Management Database Software (CMDB) to monitor their technology infrastructure.
• Includes an internal employee service portal and tools for managing knowledge bases.
• Offers functionality for IT asset management.

Pros:

• Offers more comprehensive reporting features than many competitors.
• Includes ITIL management capabilities for standardized best practices.
• Provides solid IT service and support features tailored for organizations.

Cons:

• It tends to be more suitable for internal help desks rather than external customer support channels.
• The platform’s extensive feature set can be overwhelming or unnecessary for smaller companies with simpler needs.

Pricing

SolarWinds Service Desk offers flexible plans starting at $19 per agent per month, with options going up to $89 per agent per month.

13. HelpCenter

Best for: Shopify store owners aiming to improve customer service while saving time and resources.

HelpCenter is designed specifically for Shopify merchants and fits seamlessly into the Shopify ecosystem. It is highly rated among customer service apps, currently used by over 55,000 stores, helping streamline customer support processes. Its HelpDesk ticketing system consolidates all customer inquiries from various channels like email, Facebook Messenger, and live chat into one accessible platform, eliminating the need to switch between different communication tools.

Beyond the help desk, HelpCenter features an FAQ builder, live chat, and product description tabs to enhance the shopping experience. Its user-friendly interface requires no prior experience to set up and use efficiently.

Key features of HelpCenter:

• Unified communication for multiple stores and channels into a single HelpDesk
• Tools to optimize workflow such as automated rules, quick responses, internal comments, and custom templates
• Shopify order management directly within the help desk
• Unlimited agents and inboxes for flexibility
• Easy-to-use FAQ builder with customizable templates, categories, and search options to match your store design
• Organizational tools like product description tabs that improve browsing experience
• Live chat support available 24/7

Pros:

• Feature-rich platform that remains simple to navigate and implement
• Many core features accessible with the free plan
• Cost-effective solution for small to medium-sized businesses
• Responsive, helpful customer support team

available for Shopify stores

Pricing Options

• The free plan offers all core features suitable for basic support needs.
• The Tabs and FAQ plan is priced at $3.99 per month.
• The Help Desk plan comes at $9.99 monthly.
• The Professional plan is available for $12.48 each month.

All plans are billed annually, and a free trial is offered to test out HelpCenter before committing.

Note: This list doesn’t include tools such as Zoho Desk, FreshService, ManageEngine, ServiceDesk Plus, SysAid, and Jira Service Desk, which are still under review.

Summary Overview

Every organization has unique needs, with specific teams and workflows tailored to their customer engagement strategy. What proves effective for one company might not work for another.

It’s essential to thoroughly research and test potential platforms early in the decision process. You want a tool that can scale with your company’s growth in both the short and long term—all by partnering with a platform that your team actually wants to use.

Gather input from various users who will interact with the software, especially those responsible for deployment and management. This feedback helps identify the best solution that benefits both your staff and your customers.

Which help desk platform does your team rely on for support? Is there one you think deserves a mention that I didn’t include? Feel free to share your thoughts below.