An IT helpdesk solution is invaluable for businesses looking to provide exceptional technical support. With the right helpdesk software, you can streamline issue tracking, optimize technician workflows, and deliver fast, personalized service.
But with countless options on the market, it can be tricky to determine what the best IT helpdesk solutions are for your specific business needs.
In this comprehensive guide, we evaluate the top 12 contenders on critical factors like:
- Features
- Scalability
- Ease of use
- Customizability
- Mobile capabilities
- Pricing
Read on for an in-depth look at the leading solutions available plus best practices for choosing and implementing helpdesk software in your organization.
An Overview of IT Helpdesk Software
Before diving into the solutions, let’s quickly summarize what IT helpdesk software is and why you need it:
What is it?
An IT helpdesk software is a shared platform for technical support teams to track, prioritize, assign, escalate and resolve end user support tickets. It serves as a central system of record allowing technicians to provide timely, personalized assistance.
Why is it important?
IT helpdesk solutions empower support teams to:
- Streamline ticket management from submission to resolution
- Gain visibility into tech issues impacts end users
- Identify recurring problems needing attention
- Optimize technician workloads and efficiency
- Provide omnichannel self-service options
- Access reporting to pinpoint areas for improvement
For end users, it means faster resolution times and a smoother support experience overall.
Now let’s look at 12 leading solutions on the market.
Top 12 IT Helpdesk Software Solutions
1. Freshdesk
Freshdesk is a cloud-based helpdesk tailored for SMBs looking to maximize efficiency and visibility. With its intuitive interface and robust feature set, it makes it easy to support a high volume of customer and employee tickets.
Key Features
- Omnichannel support via email, phone, chat, social media and self-service options
- Ticket automation to streamline repetitive processes
- Productivity tools like macros and canned response templates
- Custom views and filters for ticket segmentation
- Reports and dashboards for actionable insights
Best For
Freshdesk shines when it comes to small to mid-sized teams needing an affordable but mighty helpdesk solution. It’s slower UI can be a drawback for large, complex environments.
Pricing
Freshdesk pricing starts at $19 per agent per month billed annually. Volume discounts available.
2. Zendesk
Zendesk is a longstanding helpdesk solution focused on delightful, personalized support. With its simplified workflows and extensive customization tools, it makes it easy to manage everything from simple ticket requests to complex integrated support operations.
Key Features
- Omnichannel support across email, social, chat, call center and self-service
- Custom ticket fields, views and business rules
- 450+ app integrations via Zendesk marketplace
- Reports and analytics to optimize operations
- Flexible implementation models
Best For
Zendesk is suited to helpdesks of all sizes but really shines for growing midmarket B2C and SaaS businesses.
Pricing
Zendesk pricing starts at $5 per agent per month billed annually for simple functionality up to $199 per agent monthly for the full omnichannel offering.
3. HappyFox
HappyFox positions itself as an affordable, yet fully-loaded helpdesk. It comes baked in with all the core features you’d expect plus has some unique advantages when it comes to asset management and SLA monitoring.
Key Features
- ITIL compliant ticketing workflows
- Real-time ticket dashboards and reporting
- Social media integration and omnichannel queues
- Time tracking and invoicing
- Robust SLA policies and alerting capabilities
Best For
HappyFox hits the sweet spot for growing service teams that want enterprise-level capabilities on a budget. Great for MSPs and tech consultancies.
Pricing
HappyFox pricing starts at $9 per agent per month billed annually up to $49 per agent monthly for more advanced functionality.
4. Jira Service Management
Part of Atlassian’s popular Jira software suite, Jira Service Management takes helpdesk support to the next level by connecting IT teams to development for better alignment.
Key Features
- Self-service portals and advanced automation
- Native 2-way integration between dev and ops
- Customizable service catalogs and SLAs
- Powerful reporting across teams
- Align business, IT and engineering goals
Best For
Jira Service Management is purpose built for enterprise IT looking to integrate helpdesk data across the organization with DevOps. Popular with software firms.
Pricing
Jira Service Management is free for up to 3 agents. Standard pricing starts at $20 per agent per month billed annually.
5. ManageEngine ServiceDesk Plus
ServiceDesk Plus is a robust, ITIL-based helpdesk platform from ManageEngine aimed at enterprise-levels of scale and support sophistication. With its out-of-the-box configurations and change management capabilities, it simplifies coordinating across locations and teams.
Key Features
- ITIL compliant support workflows
- Integrated asset and change management
- Custom forms and info capture processes
- Scalable to serve 10,000+ technicians
- Tight security protocols and controls
Best For
ServiceDesk Plus suits large, matrixed support organizations in healthcare, finance and other highly regulated industries.
Pricing
ServiceDesk Plus is free for up to 5 technicians. Standard pricing starts at $995 per year for up to 50 technicians. Enterprise quotes available.
6. SolarWinds Web Help Desk
Part of their integrated IT management software portfolio, SolarWinds Web Help Desk provides easy, affordable and scalable ticketing for resource-strapped IT teams. It comes pre-configured to get you up and running fast.
Key Features
- Custom ticket management workflows
- Integrated asset tracking
- Mobile-enabled interface
- Configurable support agent roles
- Canned responses and macros
Best For
SolarWinds suits smaller IT teams looking for an easy-to-use, ITIL-aligned helpdesk solution at a reasonable cost.
Pricing
SolarWinds Web Help Desk starts at $995 per 100 technicians. Support tiers and customizable packages available.
7. SysAid
SysAid tries to differentiate themselves by connecting related helpdesk functions for faster service resolution. With out-of-the-box capabilities for ITSM and ITAM, it aims to be an all-in-one IT support solution.
Key Features
- Integrated asset management
- Automated network discovery
- Customizable workspace console
- Self-service portal and knowledge base
- Scales easily from small to large environments
Best For
SysAid hits a sweet spot for SMBs who want integrated helpdesk functionality without the enterprise price tag or complexity.
Pricing
SysAid has free, starter and enterprise pricing tiers. Paid plans start at $22 per agent per month billed annually.
8. ServiceNow
As a dominant enterprise ITSM platform, ServiceNow offers robust helpdesk capabilities bundled into their broader service suite. With leading operational visibility and integrated workflows, it helps large organizations manage infrastructure and support holistically.
Key Features
- Enterprise-grade security, access controls and automation
- Integrated IT asset management
- Custom data classification and service workflows
- Advanced reporting across locations and systems
- AIops capabilities via event log analysis
Best For
As a platform tailored to complex global enterprise needs, ServiceNow is best suited to heavily regulated, matrixed organizations.
Pricing
ServiceNow pricing is customized based on size and complexity. Starts at ~$100 per agent monthly for SMB editions.
9. BMC Remedy
BMC Remedy has long been the entrenched enterprise ITSM leader, though slower innovation lately has allowed competitors to gain ground. Remedy still offers top-tier functionality for the highest tier needs.
Key Features
- Classic ITIL helpdesk with integrated DevOps
- Robust workflow customization and APIs
- Scalable to handle 100,000+ tickets daily
- Superior access controls and crypto security
- Integrates with leading ITAM solutions
Best For
Remedy remains the choice for the largest, most complex multinational organizations across industries like finance, healthcare and technology.
Pricing
BMC Remedy pricing starts around $75 per agent monthly for mid-market editions up to customized enterprise agreements.
10. Cherwell
Cherwell differentiates itself via its codeless platform and frictionless integrations allowing for extreme adaptability and customization. With its intelligent case management, it aims to be the smartest helpdesk around.
Key Features
- Custom no / low code environment
- OOB integrations with leading ITSM tools
- Automated case management and remediation
- Advanced reporting and analytics
- Scales readily across the enterprise
Best For
Cherwell sells into large enterprise where extreme flexibility to addHelp and adapt processes is required in shifting regulatory and technology landscapes.
Pricing
Cherwell pricing is customized based on business needs starting ~$95 per agent monthly.
11. Salesforce Service Cloud
Expanding beyond its famed CRM roots, Salesforces’ Service Cloud provides integrated helpdesk capabilities allowing teams to tie support data directly into broader CX insights and strategy.
Key Features
- Native CRM integration
- Omnichannel support and embedded AI
- Custom objects, fields and events
- Productivity tools like macros and SLAs
- 200,000+ AppExchange integrations
Best For
Salesforce Service Cloud is optimal for organizations already using Salesforce wanting tight alignment between customer service management and overall CX program.
Pricing
Salesforce Service Cloud pricing starts at $25 per agent per month billed annually up to $300 per agent monthly for the full omnichannel support suite.
12. Zoho Desk
Zoho Desk markets itself as an easy-to-use, affordable helpdesk tightly integrated across Zoho’s business apps yet connects into 200+ common software solutions.
Key Features
- Intuitive interface requiring minimal training
- Omnichannel support with embedded live chat
- Custom forms and fields for process alignment
- Contextual bots for faster issue resolution
- Affordable pricing scaled to needs
Best For
Zoho Desk hits the sweet spot for SMBs already using multiple Zoho apps across sales, marketing, HR and ops looking for integrated functionality at a reasonable price.
Pricing
Zoho Desk starts with a freemium version up to $20 per agent per month for premium support capabilities.
How to Select the Best IT Helpdesk for Your Business
With so many respectable options, selecting comes down to aligning key software capabilities with your support team’s maturity, tool set and scale.
Here are 6 criteria to guide your decision-making:
Scalability
Consider your growth trajectory. Can the tool readily scale with you through phases while maintaining performance?
Customizability
Look for a helpdesk meeting your unique ticketing rules, SLAs, data capture needs etc. Avoid forcing processes into poor fits. Prioritize solutions allowing configurations or coding modifications.
Integration
What other systems like CRM, ITAM or DevOps tools must your helpdesk connect bidirectionally with? Ensure native, secure integrations exist to avoid manual efforts.
Analytics
Helpdesk analytics, reports and dashboards should provide actionable support insights so look for robust standard and customizable reporting capabilities.
Omnichannel Options
Evaluate support channels like email, social, chat etc. needed now and later. Look for breadth plus data and workflow consistency across channels.
Usability
All tools tout “ease-of-use” but dive deeper into the end user and technician interface and workflows. Poor UX means poor data and adoption.
Best Practices for Rolling Out Helpdesk Software
Once selected, follow these best practices for a successful helpdesk implementation:
Set realistic timelines
Allow ample time for purchase, installation, testing, staff training and migration of old tickets. Go live prematurely and you are asking for issues. Have backup plans if needed.
Train thoroughly for utilization and adoption
Simply buying incredible software means nothing if staff don’t have the knowledge and motivation to use it properly. Invest in training your team on capabilities, workflows, changes, expectations etc.
Solicit user feedback
Involve staff early and often for desired functionality input, testing and feedback channels once live. Without user buy-in, tools face uphill adoption battles so address feedback promptly.
Start simpler before expanding capabilities
Resist overcomplicating initial rollouts which can frustrate users and delay ROI. Establish core workflows first then develop from there.
Integrate with existing infrastructure
Ensure helpdesk data flows securely into other platforms like CRM, SMS, inventory management etc. Siloed systems lead to duplicate efforts and blindspots.
Tracking Helpdesk Software Success
Like any business investment, you must track your helpdesk ROI through metrics like:
Resolution time
Measuring the time from ticket creation to resolution indicates workflow efficiency. Benchmark then aim to reduce this.
Agent productivity
Track number of tickets solved per agent weekly/monthly to allocate workloads and demonstrate individual efficiencies gained.
Satisfaction scores
Glean user satisfaction ratings on resolved tickets to pinpoint recurring problem areas and agent skill gaps needing investment.
Ticket categorization
Analyze tickets by type, severity, business unit etc. to spotlight useful trends and reduction opportunities over time.
Usage rates
Monitor platform usage metrics around logins, new tickets created, knowledge base views etc. to address any underutilization or adoption issues.
The Last Word
Selecting and implementing helpdesk software is an opportunity to transform how your technical teams operate and provide support. The right tool removes frustrations around manual efforts and information silos allowing technicians to focus on delivering timely, quality service.
Just be sure to choose the best platform matching where your business is now and your aspirations for customer and employee experience ahead. Getting the helpdesk software fit and fully leveraging its capabilities will drive efficiencies and value for years to come.
