Interactive Market Radar™
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<p>Source: <a href="https://business.softonic.com/customer-service-crm/support-helpdesk-software#top-list" target="_blank">Support & Helpdesk Market Research</a>, Crozdesk</p>
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<p>Source: <a href="https://business.softonic.com/customer-service-crm/support-helpdesk-software#top-list" target="_blank">Support & Helpdesk Market Research</a>, Crozdesk</p>

Best Support & Helpdesk Software in 2018

The Support & Helpdesk market has grown as a result of the universality of communication via social media and mobile devices. Customers expect to be able to contact businesses through an array of different channels, such as email, social media, and phone. As such, Support & Helpdesk software has become essential for customer-facing businesses.

Recent trends have seen Support & Helpdesk vendors offer more avenues for self-service. Knowledge base capabilities, online communities, and FAQ’s have become more common in software products. This is a natural evolution of a market that is characterized by quick resolution times.

There is generally less product differentiation in the Support &Helpdesk market, with vendors seeking to stand out by offering more advanced features, such as social media integration, gamification and increased security protection for larger businesses. The market has seen some disruption with vendors offering free options for their services in an industry that was largely characterized by paid pricing plans.

The Crozdesk Market Radar™ reveals a market with many big names that offer helpdesk suites, such as Freshdesk and Zendesk, each of them holding onto a significant chunk of market share. Despite this, the industry remains competitive with a high number of startup companies looking to break into the market.


No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide better service. Some products come with the ‘knowledge base’ feature that lets you identify common customer queries, so you can create guide articles for customers to find answers to their queries themselves. Support & helpdesk software usually offers multi channel support, automated ticket management, reports and analysis on client satisfaction, and a dashboard that lets you view important customer data at once.  Read the full software guide...


Crozdesk Software Ranking 2017

Crozdesk Icon Top 15 Support & Helpdesk Software in 2017 View All Products

Customers encounter problems all the time, and more often than not, these problems will arise at the most inopportune moments. Keeping track of these issues and resolving them quickly can prove to be difficult and time-consuming if you are doing it the old-fashioned way, through manual tracking on spreadsheets and searching through flooded email inboxes. With a Support & Helpdesk software, you can track and resolve issues efficiently with a wide-range of solutions like ticket management, live chat, reporting, and analytics. The following list reveals the top Support & Helpdesk software which have been ranked by the Crozscore algorithm.

This ranking was published on October 30, 2017. For the most up-to-date Crozscores, user reviews and other information please have a look at the full list of Support & Helpdesk Solutions.

1
95%
Freshdesk

Freshdesk (92)

  • Crozdesk Icon Grey

One of the most widely used Support & Helpdesk software products on the market, Freshdesk has an all-encompassing catalog of solutions that ensure your ability to deliver excellent support. Some of its functionalities include multichannel capabilities, automation and gamification of customer service. More Information...

2
92%
HappyFox

HappyFox (11)

  • Crozdesk Icon Grey

An online customer support software with great support ticket functionalities, HappyFox will help you deliver excellent customer service that is personalized and efficient. Among the expected features of a helpdesk software, there is advanced ticketing that features tags, activity logs, tracking, CC and BCC recipients. More Information...

3
92%
Help Scout

Help Scout (10)

  • Crozdesk Icon Grey

HelpScout is a helpdesk application with a great user interface that makes identifying and responding to emails an absolute breeze. Users can utilize shared inboxes, template responses, easy access to contact information, and team performance reports. More Information...

4
91%
Desk.com

Desk.com (10)

  • Crozdesk Icon Grey

Simple and intuitive, Desk.com is a great helpdesk solution that focuses on the essentials. Desk.com will keep everything simple and uncomplicated, as users can utilize a colorful and attractive interface, and ticketing system, all at a low starting price point. More Information...

5
88%
Zendesk

Zendesk (139)

  • Crozdesk Icon Grey

Used by over 90,000 businesses all over the world, Zendek is an online helpdesk that gives you everything you need to build relationships with customers and offer great personalized customer service. Zendesk offers features such as customer portals, knowledge base capabilities, ticketing and more. More Information...

6
88%
Freshservice

Freshservice (67)

  • Crozdesk Icon Grey

Popular and highly customizable, Freshservice is a Smart-IT helpdesk software with multi-channel support, gamification, automation and knowledge management. There is even a self-service portal that lets end users look up solutions from the knowledge base before they issue a ticket. More Information...

7
88%
LiveAgent

LiveAgent (798)

  • Crozdesk Icon Grey

LiveAgent is a helpdesk software that is great for small businesses. LiveAgent will ensure that your customers get the information they need at the right time, with features such as a universal inbox, self-service portals that provide answers even when offline and social media integration that allows teams to answers questions on Facebook and Twitter. More Information...

8
85%
Kayako

Kayako (50)

  • Crozdesk Icon Grey

Kayoko is a helpdesk software that is great for businesses of all sizes. It features template responses that enable predefined and personal replies in seconds, automation that streamline your workflow, and extensive employee performance reports in addition to the expected features. More Information...

9
85%
Samanage

Samanage (10)

  • Crozdesk Icon Grey

Samanage is an enterprise IT service helpdesk that provides solutions for incident management, problem management, change management, release management and much more. Easily scalable and intuitively designed, Samanage offers extensive reporting capabilities, with a wide range of graphs and metrics that keep you on top of your data. More Information...

10
84%
LivePerson

LivePerson (116)

  • Crozdesk Icon Grey

LivePerson is an innovative and widely used online live chat software. Robust and highly scalable, LivePerson is characterized by its excellent agent workspace which presents important customer information during live conversation. CRM integrations and customer security verification round off this package. More Information...

11
84%
ManageEngine

ManageEngine (17)

  • Crozdesk Icon Grey

This web-based customer support software gives you all the essential tools to manage your IT helpdesk service. ManageEngine has solutions for incident management, automation, asset management, email tracking, ticket management and self-service portals. More Information...

12
83%
TeamSupport

TeamSupport (98)

  • Crozdesk Icon Grey

A customer service software that excels in business to business support. TeamSupport has a catalog of advanced features that ensure agents have an easier time responding to issues, such as the VideoView which enables agents to make recordings using their webcam and a Screen View which let agents record their screens and embed them into tickets. More Information...

13
78%
bpm'online service

bpm'online service (2)

  • Crozdesk Icon Grey

A great choice for medium and large businesses, bpm’online service provides full customer journey support across a range of different communication channels. bpm'online service has many features, including account and contact management, problem management, and knowledge management. More Information...

14
69%
Helprace

Helprace (3)

  • Crozdesk Icon Grey

Empower your support team with Helprace, an all-encompassing customer service software that offers a wide array of helpdesk services, with solutions for ticketing, community & feedback, documents and an internal knowledge base. More Information...

15
67%
Vision Helpdesk

Vision Helpdesk (5)

  • Crozdesk Icon Grey

Ensure that your helpdesk agents have the tools to give great customer service, with Vision Helpdesk. This software offers all of the expected solutions as well as some advanced functionalities, such as knowledge base capabilities, service cataloging and more. More Information...


This Software Ranking was published on October 30, 2017. All Crozscores are fixed as of that date.

Support & Helpdesk Software Guide

What is Support & Helpdesk Software?

Support & Helpdesk software helps manage, monitor and respond to customer queries and service requests in an organized way. Products in this category usually have an automated ticket management system and a knowledge base that lets users find answers to certain queries and resolve certain problems themselves, without having to contact the helpdesk.

The ticket management system enables customer service representatives to generate support tickets, set priorities, track ticket status, close a ticket and mark it as resolved. If required, they can even re-open a ticket or escalate the issue to a specialist. On the other hand, the knowledge base is a repository of guide articles, FAQs, descriptions of previously resolved problems, often made available through a self-service portal. Most knowledge bases come with advanced search and autosuggest features.

More advanced products feature analytics and reporting capability, multi-channel support, mobile support and remote control capability.


What Support & Helpdesk Software Should I Choose?

Some vital considerations when choosing Support & Helpdesk software include the size of your business, whether you’ll be using the software to serve external customers or internal teams, whether your business follows the Information Technology Infrastructure Library (ITIL) guidelines and any other particular needs.

Some products are specifically designed for SMBs, while others are more suitable for large corporations. For instance, if you have a large customer base, you may need a Support & Helpdesk solution that allows your customers to raise tickets directly from their social media accounts. For small businesses, a basic ticketing system that allows for ticket creation via a web form, phone or email may suffice. You may also want to consider whether the system allows your agents to edit and organize tickets based on priority and whether it has an automated issue escalation process.

Large organizations often look for a product that allows them to create separate sections within the knowledge base. If your business follows ITIL guidelines for better change management or incident management, you need a solution built around ITIL framework. If you are more concerned about data security, consider looking for a solution that offers identity management features, such as, single sign-on. It all depends on your requirements and priorities.

Another thing to consider is whether the software has advanced analytics and reporting tools. Some products allow you to monitor and analyze performance based on metrics, such as ticket resolution time and customer feedback. Other important considerations include ease of use and integration capability.


Common Features of Support & Helpdesk

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Batch Permissions & Access Control user or group access and permission settings for software or other systems.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Call Tracking Track which of your online and offline marketing efforts are successfully generating calls.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Contact Sharing Share contacts across teams or platforms to give access to others or to migrate address books across different systems.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Google Apps Integration Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Marketing Automation Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Third-Party Plugins/Add-Ons Offers additional features or integrations built by third-party developers in form of plugins or add-ons.
Time Management Monitor and optimize how you're spending your time.

Latest User Reviews of Support & Helpdesk

ProProfs Chat
Harry Daniels, Client Servicing - HCCt
"Powerful lead generation tool"

It helps to initiate conversations with the prospective clients by tracking their foo...

Emojics
Ryan Gates, Founder - GrowthExpo Inc.
"Great solution for user feedback "

Easy to install, great conversion rate and awesome UX. The best tool in the market fo...

HelpCrunch
Ilya Azovtsev 🚀, Head of Growth - Docsify
"Nice Chat"

Use case - Our customer support and sales guys use HelpCrunch to communicate with our...

Kapture CRM
Mani kandan, Senior SEO Analyst - Adjetter Media Network Pvt Ltd.
"Awesome Experience"

I like the fact the lead source analysis gives me an accurate view of the sources of ...