A business needs to provide a proper line of communication to its customers. Helping customers resolve their issues as quickly as possible leads to better customer-business relationships. Most businesses need to find a way to streamline customer requests and handle concerns.
One of the best ways to do so is by using help desk software. There are different types of help desk software, and all of them tend to offer some kind of unique functionalities.
What is Help Desk Software?
Help desk software is a tool that helps to manage and respond to customer requests. Some help desk software helps in managing external requests from customers, while some are used to manage requests from internal team members.
As mentioned above, help desk tools come in all shapes and sizes. Some common features included in the top help desk software include:
- Shared inbox
- Knowledge base
- Live chat software
No help desk software is worth its salt if it doesn’t contain these additional tools. After all, the main purpose of a helpdesk tool is to help fix customer concerns.
All the top businesses in the world use help desk software to improve customer experience. According to a survey, 80% of all customers want a consistent customer experience, regardless of how they contact the company. A helpdesk software that offers omnichannel support can be a great option for your needs.
Best Help Desk Software for Businesses
Before you make a buying decision, you’ll need to know about the industry-leading help desk tools. Here’s our pick for the top options:
SysAid
SysAid is one of the best help desk software available in the market. It’s a help desk ticketing system that helps in managing internal requests. There is a range of SLA management features, like ticket and workflow automation. It also allows you to build a self-service portal for your internal teams. This allows employees to take care of basic troubleshooting tasks such as changing passwords and resetting devices.
You’ll be able to get things done as quickly as possible, as the tool includes a range of templates and default forms. If you want, you can even build custom templates to fit the needs of your business. Plus, a host of third-party integrations makes the workflow easier.
SysAid also includes a range of features that allow you to manage all your assets on your networks, and even see the hardware and software for the end user.
Hiver
Hiver works as an extension for your Gmail account. With your Gmail account, you’ll be able to leave internal notes, assign conversations to agents, and much more.
Hiver provides you with access to reporting tools that help you get insights into team performance. With analytics, you’ll also be able to figure out the most common reasons customers reach out.
Hiver doesn’t have any additional features except a shared inbox. But the lack of features is because it is a tool built specifically for small businesses with limited needs. If you want more features, you can get them with the high-tier plan.
Freshdesk
Freshdesk is one of the leading names when it comes to help desk software. It’s a multi-user software that’s good for bigger teams, especially those working in a customer support environment.
The range of features offered by Freshdesk is impressive:
- Shared inbox
- Knowledge base tool
- Live chat features
- Third-party integrations
What we don’t like about Freshdesk is the pricing policy. The plans are confusing and hard to understand. There are multiple add-ons and integrations that increase the price. Also, if you want all the major features, then you’ll have to sign up for a high-tier plan.
Jira Service Desk
Jira Service Desk is mostly used by engineering teams, but it is also helpful for support teams, as it’s common for them to keep track of bugs in a program.
With Jira Service Desk, users can build custom workflows and forms to make sure work keeps on going without hassle. Tasks can be assigned to team members to keep everyone involved in the process.
Reporting tools can provide insights into tasks assigned and what’s being worked on, and the overall workload.
Zendesk
Zendesk is a household name when it comes to customer support. It’s the one tool that offers truly multi-channel support solutions to businesses. It also includes additional features such as:
- Shared inbox
- Knowledge base
- Live chat tools
- AI-based chatbots
- Autoresponders
There are tons of productivity tools that your team can use, and you can include integrations to make sure the tool runs as smoothly as before. If you have no problem spending a lot but you care about functionality, then Zendesk is your best bet.
Although Zendesk can be complex if you haven’t ever used help desk software. But once you set it up, it’s the best tool you’ll find.
As you’re getting all the features, get ready to pay high-end rates, and since most teams don’t actually need all that software, you have a tough decision to make.
FAQs
Help desk software is a centralized platform that lets businesses manage, track, and resolve customer or internal support requests efficiently. It converts inquiries from multiple channels (email, chat, social media, forms) into organized “tickets,” which are then routed, prioritized, and resolved by support agents. This ensures faster response times, better accountability, and a clear service workflow.
When comparing help desk tools, prioritize features such as multi-channel ticketing, automation for routing and escalations, integrated knowledge bases, SLA (service level agreement) tracking, reporting and analytics, and AI assistance for faster resolutions. Mobile access, customization options, and integration with CRM or other business tools also enhance efficiency.
Help desk software improves support by centralizing all customer requests in one place, reducing manual follow-ups, and automating routine tasks. With tools like automated ticket routing and AI-powered response suggestions, teams can resolve issues faster, reduce backlog, and maintain consistent service quality — leading to higher customer satisfaction and better performance metrics.
Internal help desk software focuses on supporting employees within an organization — handling IT issues, HR questions, or administrative requests. Customer help desk software serves external users, managing customer inquiries, complaints, and product support. While both use ticketing, customer help desks often include more omni-channel support (email, chat, social media), self-service portals, and customer satisfaction tracking.
Cloud-based (SaaS) help desk solutions are hosted online, require minimal setup, and are easy to scale as your team grows. They often include automatic updates and remote access. On-premise solutions are installed locally and may offer more control or security for regulated industries, but need dedicated IT resources for maintenance. Your choice should depend on your company’s security needs, budget, and IT infrastructure.