--- description: Searching for the best help desk solution? Our comprehensive guide features the best IT ticketing systems for SMBs in the UK, as rated by users. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Best IT help desk ticketing system for UK businesses --- # 5 best IT help desk ticketing systems for UK businesses Canonical: https://www.capterra.co.uk/blog/4308/best-IT-help-desk-ticketing-system-UK Published on 01/11/2023 | Written by Ojasvini. ![5 best IT help desk ticketing systems for UK businesses](https://images.ctfassets.net/63bmaubptoky/oaVFaVt7NGJ9YznXnZENz/274d951a2da2784f5d8a472e49e3f258/best-it-help-desk-ticketing-system-UK-Capterra-HEADER.png) > Looking for an IT help desk ticketing system to stay organized and deliver a hassle-free customer experience? This article contains a list of the best help desk solutions reviewed by users in the UK for small and midsize businesses (SMBs). ----- ## Article Content Looking for an IT help desk ticketing system to stay organized and deliver a hassle-free customer experience? This article contains a list of the best help desk solutions reviewed by users in the UK for small and midsize businesses (SMBs).In this article1. EngageBay CRM2. Freshdesk3. ISL Light4. JIRA Service Management5. LiveAgentInvesting in the right help desk ticketing software may become crucial as your business expands. With this software solution, it could be easier for you to handle various customer issues and grievances. In this sense, ticketing software can help an organization automate the process of managing, resolving and tracking customer queries from a unified platform.What is IT help desk software? How can IT help desk ticketing systems allow SMEs to streamline business operations? IT help desk software is a support software solution businesses use to manage, organize and track customer queries and service requests. Using this software, SMEs can:Offer customer support across all of their brand’s communication channels Make informed decisions using reporting and analyticsGather customer feedbackPersonalize customer conversations to provide end-to-end solutionsThis article reviews five of the best IT help desk ticketing systems on Capterra UK, which are listed alphabetically. For this list, we have considered software solutions with an average overall rating of at least 4.5/5 stars. The five top help desk ticketing systems for UK business users1. EngageBay CRM EngageBay CRM platform overview  \[Source: YouTube \]EngageBay CRM is an IT help desk platform for all marketing, sales and support teams. This helpdesk software allows users to resolve queries faster and deliver support to all customers. The tool helps in ticket management, ticket automation, IT asset management, multi-channel communication, real-time chat and templated responses. Additionally, the tool allows users to store unlimited contacts and build strong relationships by keeping track of all their customer data in a centralized place. EngageBay CRM has a free version with a limit of access to 250 contacts. More details on the paid plans can be found on the tool’s official website.  EngageBay CRM 4.7 (907) Reviews Visit Website reviews details features pros \& cons about reviews details This information was sourced from verified user reviews of EngageBay CRM 5 632 4 246 3 22 2 2 1 5 Ease of Use 4.5 Customer Service 4.8 Value for Money 4.7 Verified reviewers + "It's was very good and all futures are less cost." Read the full review Kuma Marketing in Ghana features 3 of 3 This information was sourced from EngageBay CRM Lead Management Multi-Channel Marketing Landing Pages/Web Forms pros \& cons This information was sourced from verified user reviews of EngageBay CRM Pros: I love using a multiform that can manage all of my data and daily functions in the one place without having to sync and integrate multiple platforms using third party service providers. Read more Cons: NO SMS Function However I have been told this is coming soon. Read more about This information was sourced from EngageBay CRM Who Uses EngageBay CRM? Small to medium size businesses that require affordable, all in one sales and marketing software to acquire, engage, nurture and convert visitors to... Read more Countries available Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua \& Barbuda, Argentina, Armenia , Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia \& Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Kitts \& Nevis, St Lucia, St Martin, St Pierre \& Miquelon, St Vincent \& the Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé \& Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad \& Tobago, Tunisia, Turkmenistan, Turks \& Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis \& Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 219 others Languages English Read more Share Share Product features of interest:Agent support groups for ticket assessment: Get access to customer support groups, agent support groups, and sales support groups with a lifetime free trial.Custom tickets view: Custom ticket views help customer support agents deliver effective service.Service automation: Advanced service automation, including automatic ticket routing, escalations, task updates, and more.Canned responses for customer service: Pre-determined responses for help desk messages and emails. In case of multiple queries, you can use EngageBay canned replies and save time. Visit Website 2. Freshdesk Freshdesk platform demo overview  \[Source: YouTube\]Freshdesk is an IT help desk support software that helps users with intuitive ticketing, advanced automation, seamless self-service, and IT asset management. The tool provides omnichannel support which users can deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels. Additionally, users can cut down on manual and repetitive tasks using advanced automation rules and other features like real-time chat, templatised responses and task prioritization. Freshdesk has a free version available with limited access to 10 users. More details on other plans can be found on its official website.  Freshdesk 4.5 (3,409) Reviews Visit Website reviews details features pros \& cons about reviews details This information was sourced from verified user reviews of Freshdesk 5 1,985 4 1,211 3 163 2 33 1 17 Ease of Use 4.5 Customer Service 4.5 Value for Money 4.4 Verified reviewers + "My overall experience with Freshdesk has been positive. The platform is user-friendly and offers..." Read the full review Nitish developer in India features 9 of 11 This information was sourced from Freshdesk Issue Tracking Prioritisation Feedback Management Corrective and Preventive Actions (CAPA) Self Service Portal Quality Assurance Support Ticket Management Interaction Tracking Email Management Alerts/Escalation Live Chat pros \& cons This information was sourced from verified user reviews of Freshdesk Pros: Freshdesk is beyond easy to use. I love how simple it is to assign tickets to the relevant team member and how ticket responses are so quick and easy. Read more Cons: Tools is really inefficient and their automation tools are built by people with very little CSX experience. Everything needs to be hacked somehow. Read more about This information was sourced from Freshdesk Who Uses Freshdesk? Freshdesk is used by customer service departments, support agents, call centers, help desks, e-commerce companies, and retail businesses. Read more Countries available Albania, Algeria, Argentina, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh , Barbados, Belarus, Belgium, Benin, Bosnia \& Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada, Chile, China, Colombia, Congo - Kinshasa, Costa Rica, Croatia, Cuba, Czechia, Denmark, Dominican Republic, Egypt, El Salvador, Estonia, Ethiopia, Finland, France, French Polynesia, Georgia, Germany, Ghana, Greece, Guatemala, Guinea, Honduras, Hong Kong SAR China, Hungary, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kuwait, Latvia, Lebanon, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Malta, Martinique, Mauritius, Mexico, Morocco, Namibia, Netherlands, New Caledonia, New Zealand, Nicaragua, Nigeria, North Macedonia, Norway, Pakistan, Palestinian Territories, Papua New Guinea, Peru, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Saudi Arabia, Serbia, Sierra Leone, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sudan, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Tonga, Trinidad \& Tobago, Tunisia, Türkiye, United Arab Emirates, United Kingdom, United States, Uzbekistan, Vietnam, Yemen, Zambia, Zimbabwe and 110 others Languages Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Czech, Danish, Dutch, English, Estonian , Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese and 30 others Read more Share Share Product features of interest:Customizable analytics and report: Use customizable analytics and reports to track team performance, identify bottlenecks, and keep tabs on your team's goals.Knowledge base: Enables customers to help themselves by finding answers on their own.Ticket trend report: Analyze trends and stay on top of tickets by allocating resources at the right time.Round-robin routing: Automatically assign tickets to all available agents in a group in a circular manner. Visit Website 3. ISL Light ISL Light platform benefits  \[Source: YouTube\]ISL Light is a remote help desk software that allows users to support their customers or access unattended computers. The software supports Android and iOS mobile devices from anywhere, and users can get a live view of their client’s remote screen and solve issues faster. This tool also helps in real-time communication, asset management, and multi-channel conversations. Moreover, this tool’s dual-panel file manager allows fast navigation and enables users to manage files and folders on local and remote computers quickly and efficiently. This tool does not have a free version available. However, all the details on the different paid plans can be found on ISL Light’s official website.  ISL Light 4.7 (779) Reviews View Profile reviews details features pros \& cons about reviews details This information was sourced from verified user reviews of ISL Light 5 591 4 177 3 10 2 0 1 1 Ease of Use 4.7 Customer Service 4.7 Value for Money 4.5 Verified reviewers + "The stability of the program. No issues with administrator rights etcetera. It always works..." Read the full review Richard Business Owner in Netherlands features 6 of 9 This information was sourced from ISL Light Video Conferencing Remote Support Software Third-Party Integrations Live Chat Task Management Collaboration Tools Access Controls/Permissions Employee Activity Monitoring Document Management pros \& cons This information was sourced from verified user reviews of ISL Light Pros: Integration was fast and smooth. Very like customer service. Read more Cons: Have to pay extra to login to more than one device. Read more about This information was sourced from ISL Light Who Uses ISL Light? ISL Online software is trusted by IT companies of all sizes, across all industry sectors, especially IT, healthcare, universities, banks and... Read more Countries available Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua \& Barbuda, Argentina, Armenia , Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia \& Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Curaçao, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, Indonesia, Iran, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Kitts \& Nevis, St Lucia, St Martin, St Pierre \& Miquelon, St Vincent \& the Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé \& Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad \& Tobago, Tunisia, Turkmenistan, Turks \& Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis \& Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 218 others Languages Arabic, Brazilian Portuguese, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English , French, German, Hebrew, Hindi, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Serbian, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish, Vietnamese and 22 others Read more Share Share Product features of interest:Administration and audit management: Get a comprehensive overview of computer groups, users, and user groups. You can even monitor events within the administration pages using the ‘audit’ feature.Access and control: Users can set up permanent access by installing a remote access agent on any Windows, Mac or Linux computer and setting up an access password. You can even set unattended access on an unlimited number of computers.Manage multiple monitors: Display all remote monitors on a single screen or view each monitor in a distinct window while controlling a remote computer.Auto-lock on start: This tool gives you the option to configure the computer to lock automatically once the remote access session is established and/or disconnected. Read more 4. JIRA Service Management Jira Service Management features overview \[Source: YouTube\]Jira Service Management is a help desk platform that assists users in delivering valuable service experiences via a single centralised platform. This software helps users improve productivity by tracking work across the enterprise through an open, collaborative platform. Users can even link issues across Jira and connect data from other software development tools. Some typical features of this tool include multi-channel communication, real-time chat, IT asset management, and task prioritization. This tool has a free version with a limited space of up to 3 agents. More information on the paid plans is available at Jira’s official website.  JIRA Service Management 4.5 (763) Reviews Visit Website reviews details features pros \& cons about reviews details This information was sourced from verified user reviews of JIRA Service Management 5 439 4 261 3 48 2 12 1 3 Ease of Use 4.3 Customer Service 4.3 Value for Money 4.3 Verified reviewers + "Easy to set up, integrates well with other Atlassian tools, and helps teams track issues quickly..." Read the full review Hameeda Technical Analyst in UK features 9 of 12 This information was sourced from JIRA Service Management Automated Routing Self Service Portal Service Level Agreement (SLA) Management Real-Time Notifications Multi-Channel Communication Macros/Templated Responses Alerts/Escalation Workflow Management Reporting/Analytics Activity Dashboard Access Controls/Permissions Collaboration Tools pros \& cons This information was sourced from verified user reviews of JIRA Service Management Pros: Offers a wide variety of customization options making it easy to tailor to multiple business needs. Dashboard shows you what cases you have open and the stages the cases are in. Read more Cons: Custom domains, multiple email handing, enhanced portal customization, the basics... all missing. Read more about This information was sourced from JIRA Service Management Who Uses JIRA Service Management? Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise... Read more Countries available Albania, Angola, Armenia, Australia, Austria, Azerbaijan, Belarus, Belgium, Brazil, Bulgaria , Canada, China, Croatia, Cyprus, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, India, Ireland, Italy, Japan, Latvia, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Romania, Russia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Türkiye, Ukraine, United Arab Emirates, United Kingdom, United States and 43 others Languages Chinese, Czech, Danish, English, French, German, Hungarian, Italian, Japanese, Korean , Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese and 7 others Read more Share Share Product features of interest:Incident management: You can bring your development and IT operations teams together to rapidly respond to, resolve, and continuously learn from incidents.Configuration: Get visibility into the infrastructure that supports critical applications and services. You can also understand service dependencies to minimize risk.Change management: Empower your IT operations teams with advanced contextual information around multiple changes from software development tools so they can make better decisions and minimize potential risks.Problem management: You can group incidents into problems, fast-track root cause analysis, and record workarounds to potentially minimize the impact of incidents. Visit Website 5. LiveAgent  LiveAgent platform demo \[Source: YouTube\]LiveAgent is an all-in-one customer care solution that offers a multi-channel toolset with 130+ ticketing features and 200+ integrations with other software solutions. With the help of this tool, users can streamline all customer communication in one place and get an organized view of all customer queries. The ‘live-chat’ feature of this tool is supported by essential features such as canned responses, real-time typing-view, and more. Other helpful features include multi-channel communication, IT asset management, and task prioritization. LiveAgent does not have a free version available. Additional information on the paid plans is available on the tool’s official website.  LiveAgent 4.7 (1,754) Reviews Visit Website reviews details features pros \& cons about reviews details This information was sourced from verified user reviews of LiveAgent 5 1,245 4 454 3 48 2 6 1 1 Ease of Use 4.6 Customer Service 4.7 Value for Money 4.6 Verified reviewers + "Overall, I had a good time with LiveAgent. It helps us answer customers questions quickly and run..." Read the full review Sanket Project manager in India features 12 of 12 This information was sourced from LiveAgent Automated Routing Self Service Portal Service Level Agreement (SLA) Management Real-Time Notifications Multi-Channel Communication Macros/Templated Responses Alerts/Escalation Workflow Management Reporting/Analytics Activity Dashboard Access Controls/Permissions Collaboration Tools pros \& cons This information was sourced from verified user reviews of LiveAgent Pros: Liveagent puts Facebook or email in one inbox. This is a very good software that helps both customers and agents. Read more Cons: Nothing so far, still looking for something to complain about. Read more about This information was sourced from LiveAgent Who Uses LiveAgent? With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across... Read more Countries available Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antigua \& Barbuda, Argentina, Armenia , Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia \& Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Cuba, Cyprus, Czechia, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Eswatini, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong SAR China, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle of Man, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Luxembourg, Macao SAR China, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Namibia, Nauru, Nepal, Netherlands, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norfolk Island, North Macedonia, Northern Mariana Islands, Norway, Oman, Palau, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Réunion, Samoa, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Korea, Spain, Sri Lanka, St Helena, St Kitts \& Nevis, St Lucia, St Martin, St Pierre \& Miquelon, St Vincent \& the Grenadines, Sudan, Suriname, Sweden, Switzerland, Syria, São Tomé \& Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad \& Tobago, Tunisia, Turkmenistan, Turks \& Caicos Islands, Tuvalu, Türkiye, US Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis \& Futuna, Yemen, Zambia, Zimbabwe, Åland Islands and 214 others Languages English Read more Share Share Product features of interest:Call centre: With the help of this tool, you can set up a call centre and offer a personal customer experience via phone calls. This tool helps handle inbound or outbound calls for smooth customer interactions.Knowledge base: You can share the best business practices, informational articles, how-to guides, and more with this toolWorkflow automation: Get rid of all repetitive tasks with this tool’s ‘rules’ feature. Set up simple automation to automate basic help desk functions and focus on what’s important. Universal inbox: The universal shared inbox gathers all of your messages into one place and turns them into tickets, so you don’t have to monitor each communication channel separately. Visit Website How to analyse and choose the right help desk software for your business?From planning to researching, identifying and choosing the right tool, an organization has to follow a step-by-step approach to implementing the best software solution. Selecting the ideal help desk software should ideally be done based on the following factors:Consider looking into software that can manage customer support requests from multiple channelsSince customer details can be attached to service requests, ensure the platform is secure enough to prevent potential threatsIdentify the level of onboarding support and service the provider offersLooking for an IT help desk ticketing system? Check out our catalogue\! ## Disclaimer > MethodologyTo be considered for this report, products had to justify the following criteria as of September 2023:All five tools in our list justify Capterra’s definition of help desk software: ‘Help Desk software is a customer service tool that enables organisations to respond more efficiently to their users. Help Desk software improves the ability of customer service departments to provide fast and effective support to employees, end-users, and customers. A help desk customer service ticketing system (also known as service desk software or ticketing software) can aid in answering technical and functional questions by providing improved methodologies for ticket tracking, IT management, and customer support.’All tools included were specifically reviewed by users in the UKThey have the following core features:Knowledge base managementTicket managementThey have a minimum average overall rating of 4.5/5 starsAll tools have had more than 20 user reviews over the past two years (15 September 2021 to 15 September 2023)From there, the five products with the highest average overall ratings were selected for inclusion. ## About the author ### Ojasvini Ojasvini is a content analyst for Capterra. She shares insights about software technologies critical to SMEs. Inspired by growing tech trends and how these help SMEs to grow. ## Related Software - [EngageBay CRM](https://www.capterra.co.uk/software/178819/engagebay-marketing) — 4.7/5 (907 reviews) - [EngageBay CRM](https://www.capterra.co.uk/software/178819/engagebay-marketing) — 4.7/5 (907 reviews) - [Freshdesk](https://www.capterra.co.uk/software/124981/freshdesk) — 4.5/5 (3409 reviews) - [Freshdesk](https://www.capterra.co.uk/software/124981/freshdesk) — 4.5/5 (3409 reviews) - [ISL Light](https://www.capterra.co.uk/software/146892/isl-light) — 4.7/5 (779 reviews) - [ISL Light](https://www.capterra.co.uk/software/146892/isl-light) — 4.7/5 (779 reviews) - [JIRA Service Management](https://www.capterra.co.uk/software/138769/jira-service-management) — 4.5/5 (763 reviews) - [JIRA Service Management](https://www.capterra.co.uk/software/138769/jira-service-management) — 4.5/5 (763 reviews) - [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1754 reviews) - [LiveAgent](https://www.capterra.co.uk/software/102188/liveagent) — 4.7/5 (1754 reviews) ## Related Categories - [Accounting Software](https://www.capterra.co.uk/directory/1/accounting/software) - [CRM Software](https://www.capterra.co.uk/directory/2/customer-relationship-management/software) - [Customer Service Software](https://www.capterra.co.uk/directory/22/customer-service/software) - [IT Management Software](https://www.capterra.co.uk/directory/10001/it-management/software) - [Project Management Software](https://www.capterra.co.uk/directory/30002/project-management/software) ## Related Articles - [Focus on employee recognition has increased since COVID-19](https://www.capterra.co.uk/blog/2102/focus-employee-recognition-increases-covid19) - [GDPR turns one – is your SME compliant?](https://www.capterra.co.uk/blog/840/gdpr-turns-one-is-your-sme-compliant) - [How to manage annual leave using a staff holiday booking system](https://www.capterra.co.uk/blog/3227/how-to-manage-annual-leave-absence-management-software) - [What is HR software and how can employees benefit from it?](https://www.capterra.co.uk/blog/2547/what-is-hr-software-and-how-can-employees-benefit) - [Online reviews used for marketing by 89% of British SME owners](https://www.capterra.co.uk/blog/1792/online-reviews-used-for-marketing-by-58-of-british-sme-owners) ## Links - [View on Capterra](https://www.capterra.co.uk/blog/4308/best-IT-help-desk-ticketing-system-UK) - [Blog](https://www.capterra.co.uk/blog) - [Home](https://www.capterra.co.uk/) ----- ## Structured Data