422 results
Why Capterra is free
Manage customer portals, inquiries, reports and more for your game with OQUPIE, and take user experience to the next level
Manage customer portals, inquiries, reports and more for your game with OQUPIE, and take user experience to the next level
Manage customer portals, inquiries, reports and more for your game with OQUPIE, and take user experience to the next level

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
The Invarosoft® ITSM CX Platform front-ends your ITSM tool to help your IT Team or MSP modernize the end user experience of IT Support.
The Invarosoft ITSM CX Platform helps your IT Team or MSP modernize the end user experience of IT Support using; Desktop & Mobile Apps, Bots, Automation, Client Portal, vCIO, CSAT, Service Catalog, Forms, Approvals and Ticket Diagnostics. The platform also supercharges your ITSM Tool or PSA with back-end support tools powered by ITControlPanel including; Live Chat, Secure Caller Verification, Secure 2FA Messaging, Push Messaging and Fast Ticket Logging.
The Invarosoft ITSM CX Platform helps your IT Team or MSP modernize the end user experience of IT Support using; Desktop & Mobile Apps, Bots, Automation, Client Portal, vCIO, CSAT, Service Catalog,...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Sitechange is a really simple ticket system for retainer clients to request website updates.
Sitechange is a really simple ticket system for retainer clients to request website updates.
Sitechange is a really simple ticket system for retainer clients to request website updates.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Helpdesk software that enables businesses to track IT assets, manage tickets, maintain a knowledge base to resolve issues and more.
Helpdesk software that enables businesses to track IT assets, manage tickets, maintain a knowledge base to resolve issues and more.
Helpdesk software that enables businesses to track IT assets, manage tickets, maintain a knowledge base to resolve issues and more.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Deskoala is a help desk and ticketing software to manage all customer assistance requests coming from different channels.
Deskoala is an help desk and ticketing software that takes care of bringing together and managing all the requests and conversations with your company's customers in a single space. The shared email addresses, telephone lines and other means of communication used by Help Desk employees converge in a flexible, well-organized, intuitive system capable of tracking and archiving every activity.
Deskoala is an help desk and ticketing software that takes care of bringing together and managing all the requests and conversations with your company's customers in a single space. The shared email...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Enterprise response management system to help organizations monitor email etc, assign to agents and manage personalized responses.
Enterprise response management system to help organizations monitor email and other communication channels, assign to agents and manage personalized responses.
Enterprise response management system to help organizations monitor email and other communication channels, assign to agents and manage personalized responses.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
German-language help desk platform. Features include file management, Q&A, ticket support, user management and duplicate management.
German-language help desk platform. Features include file management, Q&A, ticket support, user management and duplicate management.
German-language help desk platform. Features include file management, Q&A, ticket support, user management and duplicate management.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Open source helpdesk solution with extended forms, ticket management, custom reports, templates and multichannel communication.
Open source helpdesk solution with extended forms, ticket management, custom reports, templates and multichannel communication.
Open source helpdesk solution with extended forms, ticket management, custom reports, templates and multichannel communication.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Rootnet Suite is a platform of business solutions that enhances simplicity and productivity for collaborators enterprise-wide.
At Rootnet, we know how to boost business performance by automating how companies carry out their daily tasks. With a 360 enterprise vision and powered by the latest sales, marketing, and customer automation technologies, we drive effective digital transformations and data integration so that you can elevate your processes and focus on your core business. Some of our innovative modules include: CRM, Workflows, Service Desk and Intranet.
At Rootnet, we know how to boost business performance by automating how companies carry out their daily tasks. With a 360 enterprise vision and powered by the latest sales, marketing, and customer...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
United Kingdom Local product
GoDesk

GoDesk

(0) United Kingdom Local product
Give your customers the answers they want; quicker than ever before with GoDesk. The ideal email support tool for startups and SMEs.
Give your customers the answers they want; quicker than ever before with GoDesk. GoDesk is packed full of features that let your agents work more productively. Stack view, auto-assign rule and canned actions (handy repeatable actions for common questions) all help free up more agent time. Each customer's entire support history is kept right next to their tickets so your agents can get their responses just right. The ideal email support tool for startups and SMEs.
Give your customers the answers they want; quicker than ever before with GoDesk. GoDesk is packed full of features that let your agents work more productively. Stack view, auto-assign rule and canned...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
ConSol CM/Helpdesk ist die Lösung für effizienten IT Support für Kunden und Mitarbeiter inkl. Change-Management und Echtzeit-Reporting.
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.
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...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
HelpCenter is a user-friendly customer service software for e-commerce businesses.
HelpCenter is a user-friendly customer service software for e-commerce businesses that want to provide their customers with fast but thorough customer support. Three essential tools - FAQ builder, HelpDesk ticketing system, and a live chat - will help to answer customers' questions before they land in your inbox, centralize and access all communications from a single place, and build stronger connections by providing real-time customer support. Get ready for the top-notch customer experience!
HelpCenter is a user-friendly customer service software for e-commerce businesses that want to provide their customers with fast but thorough customer support. Three essential tools - FAQ builder,...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Business process management solution that helps businesses create and manage workflows for HR, IT, Facilities, business needs
Ecaldima is a process manager which, in a simple, fast and efficient way, allows companies and organizations to respond to all requests and events of employees and by extension of their customers and service providers. Its incident management module automates actions and reduces the impact on production. With its CyberSecurity Engine module Ecaldima increases the efficiency of analysts. Its asset and contract management optimizes the management of the user's life cycle.
Ecaldima is a process manager which, in a simple, fast and efficient way, allows companies and organizations to respond to all requests and events of employees and by extension of their customers and...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Cloud-based solution that helps automate and manage helpdesk operations for multichannel eCommerce businesses.
Cloud-based solution that helps automate and manage helpdesk operations for multichannel eCommerce businesses.
Cloud-based solution that helps automate and manage helpdesk operations for multichannel eCommerce businesses.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
No-code portal that serves as the front-end for every help desk ticket.
Jetdocs is a no-code portal that serves as the front-end for every internal request. Any business unit (IT, Legal, HR, Finance etc.) can set up their own workflow templates that employees can navigate to and complete, which are then fast tracked to the right person on the right team for resolution or reassignment. For help desk functionality, create templates for hardware problems, login issues, software bugs etc. Get set up with Jetdocs in minutes not weeks.
Jetdocs is a no-code portal that serves as the front-end for every internal request. Any business unit (IT, Legal, HR, Finance etc.) can set up their own workflow templates that employees can...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
DeskXpand is a ready-to-integrate, collaborative customer support softwar It has adaptable features like ticket automation, omnichannel
DeskXpand is all you need to communicate effectively with your customers. A fully developed ticket management system with the right capabilities to give customer experience in a seamless and cost-effective way. If we had to define DeskXpand in the simplest manner, this technology is powerful and flexible to solve your problem.
DeskXpand is all you need to communicate effectively with your customers. A fully developed ticket management system with the right capabilities to give customer experience in a seamless and...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Fully integrated email and help desk software that is enriched by the shipment data of your transportation management system
4flow’s exception management system (4flow EMS) was designed to efficiently manage the growing number of transportation exceptions. Every exception requires the use of multiple systems and communication between many stakeholders. The 4flow EMS combines all forms of communication and transportation management data into a single system. Increasing your teams’ efficiency through system-supported automations and standardization.
4flow’s exception management system (4flow EMS) was designed to efficiently manage the growing number of transportation exceptions. Every exception requires the use of multiple systems and...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
MetaCaseDesk is an advanced help desk, ticketing tool and case management software.
MetaCaseDesk is an advanced HelpDesk, Ticketing Tool and Case management solution for customers running on-premise Microsoft SharePoint 2013 and SharePoint 2010. Office 365 customers have an option to use MetaCaseDesk on MetaOption Cloud, and an optional sync component syncs the data back to their Office 365 SharePoint Online lists and libraries. MetaCaseDesk has two major portals. Support User and Customer portal.
MetaCaseDesk is an advanced HelpDesk, Ticketing Tool and Case management solution for customers running on-premise Microsoft SharePoint 2013 and SharePoint 2010. Office 365 customers have an option...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises.
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises. The PC-Duo architecture is uniquely suited to organizations requiring remote control of computers in security-sensitive and mission critical environments. PC-Duo is ideal for secure remote support of conventional PCs, thin client devices and virtualized desktops (VDI) environments.
PC-Duo is a secure, fast and reliable Remote Support software solution for Enterprises. The PC-Duo architecture is uniquely suited to organizations requiring remote control of computers in security-se...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
United Kingdom Local product
Tactful AI helpdesk is comprehensive omnichannel customer support with ticketing, CRM, unmatched AI & automation technology solutions.
Tactful AI helpdesk offers comprehensive omnichannel customer support. Providing ticketing, CRM, unmatched AI & automation technology solutions that are proven to help you organize & manage operations. Additionally, it saves you money & effort by delivering instant responses to your customers on any channel/any time. With an outbound campaign manager to keep you engaged, you will drive more sales, get maximum flexibility & boost customer loyalty. All in one modern yet inclusive dashboard.
Tactful AI helpdesk offers comprehensive omnichannel customer support. Providing ticketing, CRM, unmatched AI & automation technology solutions that are proven to help you organize & manage operations...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
RegitWise Help Desk is an easy-to-use customer support software that can be used as an ITIL tool.
RegitWise Help Desk is an easy-to-use customer support software that can be used as an ITIL tool. Install on prem or SaaS. With RegitWise shop module your employees can easily order products and their superior can approve the order. Test RegitWise Helpdesk for free on www.riwhelpdesk.com
RegitWise Help Desk is an easy-to-use customer support software that can be used as an ITIL tool. Install on prem or SaaS. With RegitWise shop module your employees can easily order products and...

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management
Help desk solution that helps businesses collect and analyze customer feedback and create tickets to answer queries.
Help desk solution that helps businesses collect and analyze customer feedback and create tickets to answer queries.
Help desk solution that helps businesses collect and analyze customer feedback and create tickets to answer queries.

Features

  • Alerts / Escalation
  • Real-Time Chat
  • Ticket Management
  • Service Level Agreement (SLA)...
  • Knowledge Base Management
  • Automated Routing
  • IT Asset Management

Help Desk Software Buyers Guide

What is help desk software?

Help desk software lets organisations 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 organisation's existing knowledge base. Help desk software is also known as IT ticketing systems or support ticket system.

What are the benefits of help desk software?

The benefits of help desk software are:

  • 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 by remote support software. The 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, a 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 with the support ticket system. Research shows that help desk systems impact ticket resolution time, agent productivity, and agent job satisfaction.

What are the typical features of help desk software?

The typical features of help desk software include:

  • 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: A Support ticket system 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: Remote support software 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.

What to consider 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 (or remote support 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 USD 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 the support ticket system. 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 popularised 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 medium-sized 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 Capterra research, 53% of SMBs are using or plan to use AI technology within the next one to two years.