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.


bpm'online CRM

bpm'online CRM 80

(3)

Bpm’online is a provider of CRM for marketing, sales and service. Its core value is the agility to change processes and align marketing, sales and service on one platform. More Information...

FixMe.IT

FixMe.IT 65

(2)

Techinline FixMe.IT is a remote desktop application that enables instant, secure, and trouble-free connections between remote computers anywhere in the world. More Information...

Helprace

Helprace 72

(2)

Helprace is a customer service software with a help desk, self-service portal and community. More Information...

Customericare

Customericare 13

(0)

Customericare is a freemium live chat software that lets online businesses text, audio and video chat with website visitors. More Information...

Helppier

Helppier 50

(1)

An on-site customer support tool that enables your company to create interactive user guides and onboarding walkthroughs. More Information...

Desk.com

Desk.com 90

(296)

Desk.com is an online customer service and support ticket help system for businesses of all sizes. Create an instant help centre available from anywhere with Desk.com. More Information...

Keeping

Keeping 64

(3)

Keeping is the world’s first helpdesk that works inside Gmail. Manage customer support directly from your mailbox without having to use an external helpdesk. More Information...


completely free
Zendesk

Zendesk 88

(64)

Zendesk is a customer service platform that brings organizations and their customers closer together. More Information...

Subiz Live Chat

Subiz Live Chat 64

(0)

Subiz is a web-based live chat solution that helps online businesses communicate directly with website visitors and turn them into paying customers. More Information...

Uservoice

Uservoice 83

(25)

Uservoice is helpdesk software designed for your growing business that keeps the most important thing in mind - your customers’ experience More Information...

Freshservice

Freshservice 88

(75)

Freshservice is a cloud-based service desk solution to help customers deliver their internal IT support. More Information...

Boldchat

Boldchat 71

(9)

Boldchat is a live chat and customer engagement business solution for the purpose of performing sales and support chats. More Information...

TeamSupport

TeamSupport 83

(386)

TeamSupport is cloud-based customer service and help desk software for B2B software and technology companies. More Information...

Gnatta

Gnatta 73

(1)

Gnatta is a multichannel communications tool geared towards customer service with proactive engagement capabilities. More Information...

Vision Helpdesk

Vision Helpdesk 71

(2)

Vision Helpdesk offers customer support and IT support ticketing help desk and ITIL / ITSM service desk solution for every size business. More Information...

HappyFox

HappyFox 92

(45)

HappyFox is B2B help desk and customer support software solution. More Information...

Olark

Olark 86

(93)

Olark is a browser-based live chat console that enables its users to track leads, drive sales, and provide top-tier support. More Information...

SnapEngage

SnapEngage 86

(38)

SnapEngage is a Sales & Support Chat service. It is built to empower sales and support teams with priority tiers, transfers, user roles, monitoring, reporting and team chats. More Information...

Live2support

Live2support 87

(11)

Live2support live chat service helps to build loyalty, drive online sales and provide real time support by extending a helpful human presence. More Information...

LivePerson

LivePerson 84

(0)

LivePerson is a live chat service that includes online messaging, marketing, and analytics. More Information...

Kayako

Kayako 83

(101)

Kayako is a help desk software that places all a user's support channels in a single location. It is provided either as a SaaS or on-premise. More Information...

yourbrowser.is

yourbrowser.is 31

(0)

Recognize your customer's browsing environment in seconds. Operating system, browser version, mobile device, screen resolution, social login status and more. More Information...

LiveAgent

LiveAgent 87

(6)

LiveAgent help desk is the ultimate solution for providing excellent customer support. Equipped with 175+ support features, you'll be able to link every support channel. More Information...

DiamanteDesk

DiamanteDesk 20

(0)

Easy-to-use help-desk open source support ticketing system and customer service solution. More Information...

Tagove

Tagove 60

(0)

Next generation customer support software provide live video chat, video conference, voice call, text chat with co browsing and screen sharing feature within your website. More Information...

Zoho SalesIQ

Zoho SalesIQ 92

(15)

Convert your website visitors into happy paying customers. Increase the ROI on your content, SEO, Adwords and email marketing efforts. More Information...

REVE Chat

REVE Chat 70

(6)

REVE Chat is a multi-channel cloud based live chat platform that enables online businesses to engage with their website visitors in real-time. More Information...

Faveo Helpdesk

Faveo Helpdesk 42

(0)

Faveo HELPDESK provides Businesses with an automated Helpdesk system to manage customer support. More Information...

Free Call

Free Call 47

(0)

With Free Call, your visitors can phone or message you in a click. It’s a great way to boost your service, sales and more, and keep customers happy. More Information...

Teamwork Desk

Teamwork Desk 42

(0)

We've built Teamwork Desk to make it easy for your team to deal with even the most complex customer enquiries. More Information...


trial/premium
Pure Chat

Pure Chat 76

(0)

Pure Chat is an easy-to-use live chat solution that can be added to your site in under 3 minutes. More Information...

Intercom

Intercom 91

(149)

Intercom is the easiest way for web and mobile businesses to see and talk to their users. More Information...

Formilla

Formilla 62

(0)

Formilla offers live chat software to businesses in all industries and works on all sites. More Information...

Fancy Support

Fancy Support 34

(1)

A set of CRM and support services designed for startups on a budget. More Information...

Aircall

Aircall 85

(88)

Aircall is an easy-to-use and powerful phone support software for SMBs and start-ups. More Information...

AddCharts

AddCharts 15

(0)

AddCharts - Adding charts and analytics dashboards to Intercom.io More Information...

LiveChat

LiveChat 90

(0)

LiveChat is a premium live chat and help desk application, which allows real-time communication with website visitors. More Information...

Doorbell.io

Doorbell.io 65

(1)

Easily gather in-app user feedback on websites, Apple iOS apps and Android apps. More Information...

Parker Software

Parker Software 41

(1)

Parker Software unlocks digital efficiencies. With a hybrid, fully integrated software suite, we cover all your digital transformation needs within a single platform. More Information...

Interakt

Interakt 59

(3)

Interakt makes customer engagement easy. Engage and convert all your online site visitors and users via Email, Notifications, Live-Chat, helpdesk and knowledgebase. More Information...

Contus Dart

Contus Dart 65

(0)

Contus Dart is an on demand delivery tracking app software. The app is destined to make business easier, deliveries smoother & customers happier through real-time information More Information...

Helpsumo

Helpsumo 13

(0)

Helpsumo is an fast, elegant and trusted online based help desk software that provides professional support to your products and services More Information...

SurveyLegend

SurveyLegend 79

(76)

SurveyLegend is the next generation of surveys - engaging, platform-independent & beautiful. We empower companies, large & small & individuals, to create amazing surveys. More Information...

Userlane

Userlane 42

(0)

Our interactive guides allow users to immediately operate any software without learning. Great UX during onboarding and staff training. More Information...

SocialPilot

SocialPilot 84

(33)

SocialPilot is a one-stop social media scheduling and marketing tool for social media professionals and digital agencies with the extensive set of features to amaze each user. More Information...

ProProfs Chat

ProProfs Chat 82

(1)

ProProfs Chat is a go-to solution that allows online businesses to engage in open communication with their website visitors. More Information...

Officetrax

Officetrax 19

(0)

Officetrax is a powerful CRM solution that helps small to medium businesses with leads, opportunities, customer support, project management and so much more. More Information...

Deskun

Deskun 56

(1)

Deskun is a help desk system inside Gmail. It's a Google Chrome extensions that add new features to Gmail and enables to make tickets from emails using any external mailbox. More Information...

VICIdial

VICIdial 47

(0)

VICIdial is a contact center solution with predictive dialer with inbound, outbound, and blended phone call handling, as well as inbound email and customer website chat. More Information...

Chat.io

Chat.io 21

(0)

Chat.io is a multichannel communication platform that makes it easy for businesses to talk to the visitors of their websites and convert them into customers, from anywhere. More Information...

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.
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.

Latest User Reviews of Support & Helpdesk

SurveyLegend
Edward Law Qi Feng, MIS Executive - AXS Pte Ltd
"Dynamic Survey"

A very dynamic platform to create a survey. However user will need to spend some time...

SurveyLegend
Do Khanh Duy, -
"Survey with Images "

Very useful for images survey, easy to use and navigate! Variety of options survey ...

SurveyLegend
Jaleh Naasz, Columnist - Best Version Media
"Exporting data"

Visual implementation in questions is great, backgrounds and customization, overall l...

SurveyLegend
Ben Suarez, Sistema Integrado de Gestión - Agencia de Carga
"SurveyLegend"

Very good! This website has not been reported by Google Safe as unsafe and If a w...


Back to top
Feedback