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Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer Learn more about Salesforce Service Cloud
Service Cloud, the customer service platform for business of all sizes, empowers every service employee from the contact center to the field with innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals, Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted. Learn more about Salesforce Service Cloud

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud-based IT support software for SMBs with in-house and remote teams. Learn more about GoTo Resolve
GoTo Resolve is IT support software built for SMBs. It helps IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster. It combines game-changing IT management and support software with conversational ticketing and a zero trust architecture into a single consolidated tool. It is simple, secure, flexible, and free to use. Looking for GoToAssist? GoTo Resolve includes the same remote support functionality and more. Learn more about GoTo Resolve

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Symphony SummitAI effortlessly brings service and asset management together in one platform with AI-driven knowledge intelligence. Learn more about SummitAI
Symphony SummitAI is an enterprise-class IT Service Management solution best suited for companies with 1000-100,000 employees. SummitAI effortlessly brings service and asset management together in one platform with AI-driven knowledge intelligence, helping your help desk achieve greater levels of responsiveness. SummitAI uses machine reasoning and codeless workflow-based automation to delivers up to 20% annual savings in IT help desk operations, and up to 45% greater total cost of ownership. Learn more about SummitAI

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
(Gamified Helpdesk + Asset Management) - the complications = Freshservice. Plus, the service desk is ITIL-ready too! Learn more about Freshservice
Freshservice is an online IT Helpdesk with a fresh twist. The tool puts a refreshing user experience on top of powerful ticketing and asset management capabilities like auto-discovery of new resources, powerful configuration management and enhanced impact analysis. Incident, Problem, Change, Release & Knowledge Management are amongst the other features that make Freshservice, a perfect fit for your organization's IT management needs. Learn more about Freshservice

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk is a cloud-based helpdesk system that offers powerful solutions for customer service. Freshdesk unifies conversations from email, phone, web, chat and social, and helps you resolve issues across channels effortlessly. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports. Freshdesk is used by over 50,000 customers, including Bridgestone, HP, Harvard University and DHL. Learn more about Freshdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
From seed-stage startups to multinational companies, thousands of businesses choose ProProfs Help Desk to resolve customer issues. Learn more about ProProfs Help Desk
ProProfs Help Desk is a popular online help desk software that is hosted on the leading cloud platform- IBM. With a shared inbox, you can simply track, prioritize, assign, and resolve all support tickets in a jiffy. Rise above repetitive tasks by leveraging an automated workflow- where tickets are automatically assigned to relevant agents and you receive automated alerts & notifications. With integrations such as Knowledge base and live chat, you can reduce ticket volume & engage with customers. Learn more about ProProfs Help Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The Genesys Cloud CX platform is an all-in-one help desk solution that helps you receive, process and respond to tickets seamlessly. Learn more about Genesys Cloud CX
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow. Learn more about Genesys Cloud CX

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Provide exemplary customer service with Zoho Desk's multichannel, multi-department capabilities and powerful AI assistant, automations. Learn more about Zoho Desk
Zoho Desk is the award-winning, context-aware help desk software along with multichannel capabilities. Zoho Desk packs advanced multi-stakeholder process management, embeddable self-service, a powerful AI assistant and brings together all the tools and context your teams need to deliver great customer service. Zoho brings decades of experience in building, deploying, maintaining, and supporting on-premise and cloud software. Our free plan gives you 3 users free to head start your operations Learn more about Zoho Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ServiceDesk Plus helps IT and other enterprise departments to build their own custom help desks with unique workflows and automations. Learn more about ManageEngine ServiceDesk Plus
IT help desks can leverage ServiceDesk Plus to deliver better support experiences by converting every support email into a ticket and automating the ticket resolution process. Tickets can be categorized, prioritized, and routed to the right specialists and support groups with rule-based automations, visual workflows, and AI- and ML-based algorithms. End users can also report issues, request services, and browse knowledge articles from customized self-service portals. Learn more about ManageEngine ServiceDesk Plus

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business. Learn more about Vision Helpdesk
Vision Helpdesk offers Customer Service Software Tools - 1) Help Desk Software (Multi Channel Help Desk) 2) Satellite Help Desk (Multi Brand Help Desk) 3) Service Desk (ITIL / ITSM PinkVerify Certified) 4) Live Chat Software Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, Chats, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof. Vision Helpdesk is trusted by 15000 plus companies across the globe. Learn more about Vision Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Tidio is a help desk platform that enables you to provide superb customer support and generate sales with live chat & chatbots. Learn more about Tidio
Tidio is a powerful, all-in-one help desk platform that levels up your customer support and helps to generate more sales. An easily accessible live chat widget makes your business available 24/7, while AI-powered chatbots engage your customers in real-time, so you can sell more. Additionally, you can connect Messenger, Instagram, live chat, and email to Tidio multichannel and answer all messages from one place, also on mobile. Easily integrates with all websites and platforms. Learn more about Tidio

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Extremely flexible service desk and asset management platform with a user-friendly way to chat with potential customers. Learn more about Mint Service Desk
Mint Service Desk is a powerful platform that contains the functionality of the service desk and asset management all in one. Key features: - flexible asset management structure - ticketing system integrated with asset management - email integration - custom ticket types - dynamic fields - document templates and many more. Mint Service Desk is certified by SERVIEW. Learn more about Mint Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
LiveAgent is a fully-featured help desk software that helps you bring personalization to your customer interactions. Streamline all communication channels and manage them from a single shared company inbox. Enjoy social media integrations, unlimited ticket browsing history, call recordings, hybrid ticket streams, and more. Join companies like BMW, Yamaha and Huawei in delivering world class customer service. Start with a 14-Day trial, no credit card needed, no contracts. Learn more about LiveAgent

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently. Learn more about HubSpot Service Hub
HubSpot help desk software makes it easy to manage and connect with customers. Inside you will find a shared inbox to unite teams, a knowledge base, to help customers help themselves; customer feedback, surveys and insights designed to give you a pulse on customer happiness; and reporting and automation throughout all tools to help scale and unlock insights. Pair Service Hub with Sales and Marketing Hub to support the entire customer journey in HubSpot. Learn more about HubSpot Service Hub

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpDesk is an online ticketing system designed to simplify your teams work. Provide outstanding customer support. Effortlessly. Learn more about HelpDesk
HelpDesk is an online ticketing system that simplifies your teams work. Its full of features that foster collaboration within your team. You can use tagging, add private notes, assign tickets to specific team members and create canned responses. To ensure the highest level of security, the system encrypts your data with 256bit SSL protocol. HelpDesk is designed to save your agents time and enable them to provide the highest level of customer service. Effortlessly. Learn more about HelpDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
The smart customer engagement platform that unifies all messaging channels into one single view. Make customer communication easy. Learn more about Trengo
Discover Trengo, the smart customer engagement platform that unifies all messaging channels into one single view. Answer messages from traditional channels like Email, VoIP and SMS; but also modern channels like WhatsApp, Facebook Messenger, Instagram, Twitter, Website chat, Google Business messages, WeChat & Telegram from one platform. Use the powerful collaboration features, automate conversations with bots, and measure CSAT via any channel. Make customer communication easy. Learn more about Trengo

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
EngageBay is a simple, affordable all-in-one marketing, sales and service CRM software to acquire, engage, nurture, close leads. Learn more about EngageBay
EngageBay is a simple, affordable, all-in-one marketing, sales and service CRM software built for small businesses and startups to acquire, engage, nurture web visitors and convert them to happy customers. Acquire leads through lead generation forms and popups, engage web visitors through beautiful landing pages, nurture them through engaging emails, and automate your marketing funnel through marketing automation - all from one easy to use platform. Learn more about EngageBay

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Front is how companies scale customer support, combining the automation of ticketing software with the personal touch of email. Learn more about Front
Front's Helpdesk software was built with agent and customer experience in mind. Front unifies conversations from email, web, chat, SMS, social, and more to help resolve issues across all channels effortlessly. Front's no-code automation means that your teams can work smarter, not harder -- increasing productivity while decreasing operational costs. Discover why brands like Dropbox, Shopify, Airbnb, and over 8,000 others trust Front to power their operations. Learn more about Front

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust automations that make technicians more efficient. Learn more about NinjaOne
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere. Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box automations that ensure your technicians spend more time fixing issues than managing tickets. By combining ticketing with endpoint management, backup, and documentation, NinjaOne unifies your support workflow and makes your helpdesk more efficient. Learn more about NinjaOne

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more. Learn more about GreenRope
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences. Learn more about GreenRope

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
One app to manage all your customer service channels: live chat, email, social media. Gorgias is a help desk designed for SHOPIFY. Learn more about Gorgias
The ONLY helpdesk specifically DESIGNED FOR SHOPIFY (fully integrates with Magento & BigCommerce too). Centralize your customer support by connecting all channels in one place - email, live chat, phone, Facebook, Instagram & more - and improve support response times by 43%. All-in-one: Edit/refund orders, apply loyalty points, manage subscriptions & more. Add templates, automation, rules & macros. Get a demo or set up a free trial in minutes. See for yourself why Gorgias is #1-rated on Shopify. Learn more about Gorgias

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution with lower TCO. Learn more about InvGate Service Desk
InvGate Service is an ITIL certified ITSM solution, with modern ticketing interface, workflows, change, problem, request and IT Asset management (ITAM). Available as cloud-based SaaS or On-Premise implementation and 100% code-free configuration, InvGate Service Desk is the solution of choice for organizations looking for a state-of-the-art ITSM solution without the overhead of extensive implementations and high cost of ownership. Learn more about InvGate Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Proactive customer support tool designed to reduce tickets and improve customer experience with dynamic chat and a help desk features Learn more about Froged
The all-in-one solution to provide proactive customer support, increase customer engagement & improve retention. Our tool is designed to nurture your customers throughout their entire lifecycle. Serve your customer's unique needs with dynamic chat, personalized product flows, email campaigns, an integrated knowledge base, and automated messages. With FROGED you will be able to increase engagement, retention, and reduce churn. Over 2K integrations available. Start a 7-day FREE trial today! Learn more about Froged

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HaloITSM brings everything you need for IT support into one centralised solution. Learn more about HaloITSM
HaloITSM is a single, all-inclusive ITSM software solution. It will transform your current ways of working into intuitive, up-to-the-minute workflows, as well as give your teams the ability to deliver the very best service to customers and employees alike. It wont just standardize your processes, but it will also deliver valuable analytics, so you can match your IT delivery to the true needs of your business, present, and future. Learn more about HaloITSM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
FusionCX is the first one in the Contact Center industry to bring Helpdesk and Omni Channel Contact Center capabilities in one solution Learn more about Ameyo FusionCX
FusionCX allows comprehensive End to End Experience (From Front Office to Back Office) and not just Contact Center KPIs management. Fusion CX's USP of omnichannel contact center and a Customer Service CRM in a single platform eliminates gaps in the customer engagement market, delivering a full-fledged seamless customer experience solution for businesses across all dimensions. Learn more about Ameyo FusionCX

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Set up live chat on your website in just 5 minutes. Talk to your website visitors from your PC, tablet or mobile phone. Increase sales! Learn more about HelpOnClick
HelpOnClick team does its best to create the software that helps merchants easily talk to their website visitors. Simple and intuitive live chat and help desk allow customers to concentrate on the main points - increasing sales and improving customer support. The HelpOnClick Live Chat software includes the following main features: Real-time traffic monitoring Virtual chat agent Customizable icons and texts Integration with Facebook Integration with major CRM, CMS, Help Desk systems Learn more about HelpOnClick

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
OneDesk's software combines helpdesk and project management into a single application. Manage customer tickets and projects in one app. Learn more about OneDesk
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows. Learn more about OneDesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConSol CM/Helpdesk ist die Lösung für effizienten IT Support für Kunden und Mitarbeiter inkl. Change-Management und Echtzeit-Reporting. Learn more about Consol CM/Helpdesk
ConSol CM/Helpdesk ist die Lösung für einen effizienten IT Support für Kunden und Mitarbeiter. Dank Autorouting werden eingehende Anfragen über E-Mail, Webformular oder Portal werden automatisch an die jeweiligen Bearbeiter in den 1st-Level-, 2nd Level- oder weiteren Fachteams weitergeleitet. Das integrierte Change-Management ermöglicht die Erstellung und Verfolgung einfacher und komplexer Changes. Und das Beste: alle Prozesse und Datenstrukturen können an Ihren Bedarf angepasst werden. Learn more about Consol CM/Helpdesk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
OneChat is an all-in-one customer communication solution tool. Learn more about OneChat
OneChat is an all-in-one customer communication solution that allows users to connect and engage with customers in one place. Features: - Shared Inbox - Agent Automation - Canned Response - Omni Channel Support - Live Chat Widgets - API Integration Learn more about OneChat

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A unified AI-powered solution to simplify ticket management & empower your HelpDesk teams with robust reporting and anaytics. Learn more about Infraon Desk
Infraon Helpdesk is a fully integrated and low-code platform equipped with an easy-to-use web UI to integrate all support experiences. Empower your customers, agents, and internal teams with AI-powered workflows and auto-suggestions to remotely manage resolutions Respond to customers from a single location while utilizing advanced features like email to ticket, Ticket creation via WhatsApp, and intelligent chatbots. Learn more about Infraon Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Zendesk offers the industry leading customer service solution.
Zendesk offers the industry leading customer service solution. On average, it increases customer satisfaction by 25% and agent productivity by 30% at any scale. All your customer interactions live in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and a full customer history. Get up and running quickly, and expect to see results even faster. Learn more about Zendesk Suite

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
BeyondTrust Remote Support (formerly Bomgar Remote Support) securely accesses and supports any device or system, anywhere in the world.
BeyondTrust Remote Support (formerly Bomgar Remote Support) enables secure, instant remote support to customers using Windows, Mac, Android, iOS, or other devices, whether or not they are on the corporate network. Users can fix end systems or troubleshoot issues using screen sharing, remote control, unattended access, file sharing, annotations, and mobile device camera sharing. Real-time chat, canned scripts, collaboration and escalation tools improve technician efficiency. Learn more about Remote Support

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Premium Live Chat and Help Desk Software used by 36,000 businesses. Try LiveChat and turn your team into customer service rockstars!
Premium Live Chat and Help Desk Software for business. LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat - join over 30,000 companies from over 150 countries and try LiveChat now! Learn more about LiveChat

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Increase customer satisfaction and team efficiency with Intercom’s market-leading messenger, smart automation and self-service tools.
Intercom enables personalized customer service at scale, increasing customer satisfaction and support team efficiency. Powered by a modern messenger, smart automation and self-service tools, along with all the features you need from a modern support solution including a next-gen omnichannel inbox, conversation routing, workload management, reporting and more. Learn more about Intercom

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Easy to implement web-based Customer Service software with a focus on B2B customer management and team collaboration.
TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B technology-enabled companies. Built around the entire B2B customer, rather than a focus on each individual contact or ticket, TeamSupport helps solve for sophisticated client needs, fuels successful client interactions, and ultimately results in increased lifetime customer value. Nationally recognized TeamSupport suite of solutions includes TeamInsights, and TeamSuccess. Learn more about TeamSupport

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
A powerful online CRM system to manage sales & marketing activities for your business. Integrated, highly configurable, easy to use.
Apptivo's online CRM system is a powerful tool to manage your sales, marketing, and much more. CRM sits at the core of Apptivo's integrated suite of business apps, providing a complete suite to tools to gain a 360 view of your customer. Our CRM includes lead management, an opportunity pipeline with intuitive dashboards, and flexible workflow tools including marketing automation. Everything is completely accessible from your Android or iOS device and integrated with Office365 & G Suite. Learn more about Apptivo

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Bitrix24 #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise.
Bitrix24 is #1 free helpdesk and contact center software that comes with CRM. Used by 8 million companies in cloud and on-premise (open source code access). Our free omnichannel contact center allows you to communicate with your clients via email, phone, live chat, social networks and mobile messengers. 100% free for teams up to 12 support agents. Learn more about Bitrix24

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SolarWinds Service Desk is an easy to use and affordable help desk solution that streamlines ticket resolution with automation and AI.
SolarWinds® Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
The Spiceworks IT Help Desk is purpose-built for IT pros, we have just what you need to run a better internal IT help desk and a better business. Start tackling tickets in minutes with free help desk software (on your server or in the cloud). Plus, it's more than just ticket tracking: understand (and change!) team behavior and articulate your value to the business. Get it free today! Learn more about Spiceworks

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Cloud contact center software that offers VR, skills-based routing, AI, call blending, and analytics.
With NICE CXone, you get a help desk that grows with you and never goes out of date. You'll always be on the most recent version of our software updates are free as are the continuously-flowing new service features. Give your customers a world-class support experience each and every time. Learn more about NICE CXone

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ISL Light remote support software lets you control a remote computer or mobile device. It's cross-platform, secure, fast, customizable.
ISL Light is a web-based remote desktop solution that lets you access and control any Windows, Mac or Linux computer in seconds from any computer or mobile device or to provide ad hoc technical support to mobile device users. Cross-platform, secure, high-speed screen sharing, cloud-based or on-premises license. Rich customization options allow you to rebrand the software to your own corporate identity and apply advanced security measures. Learn more about ISL Light

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Agile CRM is a complete sales, marketing and service suite designed to let SMBs to sell and market like the Fortune 500.
Agile CRM¿s help desk software solutions provide the features you need to increase customer satisfaction and grow your business. It¿s the perfect solution for small business, while being scalable enough to support large enterprises. You can also leverage Agile¿s help desk software for IT support, facility management, or even educational purposes. The possibilities are endless. Learn more about Agile CRM

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Supremo is an easy-to-use, secure, but affordable remote desktop software for Windows, macOS, iOS, Android, and Linux.
Supremo is an easy-to-use, secure and reliable remote desktop software for Windows, macOS, iOS, Android, and Linux. Its infrastructure is located all over the world. Supremo has all the features to work or provide assistance wherever you are: unattended access, unlimited free address book, online reports, automatic updates, remote printing and much more. Supremo is customizable and UAC compatible. It can be used on an unlimited number of devices and requires no configuration or installation. Learn more about Supremo Remote Desktop

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
SysAid helps IT work smarter, not harder, with Help Desk automation based on a decade of AI information. Try IT for free today.
"SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and a way smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today." Learn more about SysAid

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Atera is the ultimate all-in-one help desk solution for MSPs and IT pros. Includes everything you need in one place. Try for Free now!
Atera is an all-in-one, cloud based, IT service & support solution that provides a powerful and integrated help desk solution built for MSPs and IT professionals. Atera includes everything you need in one place: Full remote monitoring and management (RMM), remote access, help desk, ticketing, chat, network discovery, PSA, reports, billing and so much more. Start your free trial today! Learn more about Atera

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
ConnectWise Manage Help Desk: Powerful ticketing system with centralized communication & integrates with tools you currently use.
Streamline your client service processes with ConnectWise Manages powerful help desk platform. ConnectWise Manage leverages our proprietary and market-leading ticketing system, which allows technology solution providers to provide best-in-class support to their customers. ConnectWise Manage's help desk platform and ticketing system enables your team to receive, process, and respond to service requests quickly and efficiently. Learn more about ConnectWise PSA

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins. Learn more about Help Scout

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
HelpCrunch is a top-rated customer communication platform. Increase conversions and sales, improve support, and grow faster!
HelpCrunch is a top-rated customer communication platform for your support, marketing & sales. Increase conversions and sales, improve support, and grow faster with HelpCrunch. Features include: - Live Chat - Chatbot - Email Marketing - Help Desk - Knowledge Base - Popups - Mobile apps Try HelpCrunch for free for 14 days. Learn more about HelpCrunch

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing
Decision tree driven interactive guides that plug into most CRM systems. Follow business processes in an interactive manner.
Yonyx is a cloud based platform for creating decision tree driven interactive guides that plug into most CRM systems. Yonyx guides helps users follow business processes in an interactive manner - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx helps improve quality & consistency of service delivered by an organization - resulting in improved CSAT, reduced cost and increased revenue through better customer retention & faster acquisition. Learn more about Yonyx

Features

  • Alerts / Escalation
  • Ticket Management
  • Service Level Agreement (SLA) Management
  • Knowledge Base Management
  • Automated Routing

Help Desk Software Buyers Guide

What is help desk software?

Help desk software lets organizations respond to users more efficiently. These systems help answer technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer service support.

By integrating these elements, help desk software improves customer service departments' ability to provide fast and effective support to employees, end users, and customers. Help desk system also facilitates the flow of new information from users, contributing to an organization's existing knowledge base. Help desk software is also known as IT ticketing systems.

The benefits of help desk software

  • Increase customer satisfaction. High satisfaction leads to a better overall product, increased customer loyalty and retention, and more revenue. One of the key ways to achieve customer satisfaction is improving your overall customer service experience. Help desk system helps ensure that customers receive focused, tailored support and that their issues don't fall through the cracks.
  • Improve employee productivity. When used as an internal IT support tool, help desk system can ensure more uptime for in-house technology systems and help your IT team better track and manage incoming requests for help. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.

Typical features of help desk software

  • Knowledge base management: A searchable repository of common questions/issues and previously resolved problems that can be publicly available to customers or reserved for internal use.
  • Ticket/issue tracking: Tracks interactions and automates the issue resolution process.
  • Alerts/escalation: Automated email or SMS alerts ensure urgent issues are communicated promptly, while escalation allows reps to advance issues to managers.
  • Self service portal: Allows customers and employees to track their own tickets, solve issues themselves via the knowledge base, and communicate with service agents.
  • Service level agreement (SLA) management: Creates, tracks, and applies the correct service level agreement to the right customer or site.

Capterra's help desk software directory lets you filter by feature(s) to only view options that meet your business needs, which can help you narrow your software shortlist.

Considerations when purchasing help desk software

  • Integration with existing customer tools. If your company already has a customer relationship management (CRM) system in place, make sure any help desk system you consider is compatible with that system. If the systems can't integrate, not only will you duplicate effort, but you may also lose data when toggling between systems.
  • Try before you buy. As with any software purchase, take advantage of trial periods and free training before making a monetary commitment. Many help desk packages are entirely cloud-based, allowing an easier test drive.
  • Be realistic about your budget and the total cost of ownership. As far as business software goes, help desk software is not particularly expensive (comparatively speaking). But don't let that lull you into thinking it's cheaper than it is. Our research found that help desk software buyers actually spent $1,200 more on average in a year than they expected. Be sure to research the total cost of ownership before committing to any system.

A large portion of the changes and advances happening within the customer service and support industries are related to help desk software. Here are some help desk technology trends to understand to future proof your purchase:

  • Conversational user interface and help desk chatbots. Alexa and Siri have popularized the idea of a conversational user interface - using your voice and natural language to control a computer or retrieve information from one. While customer service teams are already experimenting with chatbots and other time-saving tools, expect to see more support for voice-based UIs that help customers solve their own issues and access knowledge base resources. According to our research, 68% of small and midsize businesses (SMBs) are using or plan to use conversational user interfaces within the next one to two years.
  • AI and "anticipatory customer service." AI and machine learning are hot topics in just about every industry right now, and have some intriguing applications in the help desk technology realm. As an example, machine learning algorithms trained on customer data and service tickets could enable anticipatory customer service, letting you resolve a customer's issues before they even know there are any. According to a Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.