Helpdesk Software Selection Guide

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Market is teeming with helpdesk software and each system has its own specific features. This guide will help you choose the right one for you.

If you’re a developer of some helpdesk software and you wish it could be in this list contact us.

Define your perfect application:

1.
I am looking forFreeWeb-serviceOn Premisethat works on serverWindows ServerLinux Server
2.
Enables access from mobile platformAndroidiOsWindowswithMobile Weband plugins forFirefoxChrome
3.
I want HelpDesk to have the following ticket channelsPortalEmailWhatsAppViberTelegramSMSChatTwitterFacebookBy phoneOwn phone
4.
I needAPIas well as integration with third party systemsLDAPCRMTime trackingAccountingBulk emailCommunicationsDesktop SharingIP-PBX
5.
I will need the following to work with clientsSLAAsset managementBillingControl of satisfaction
6.
I will need the following to work with ticketsTicket importQuick editingEditing via EmailCustom fieldsas well as ticket export in the following formatsCSVXLSPDFandCustom reports
7.
I will assess the performance of my agents withKPIWork time trackingTasksEvents
How to use: as you select options that are vital for your ideal application, the list is being reduced to the apps that match the criteria. That simple!

All apps

Freshdesk logo

Freshdesk

One of the most convenient systems on the market
Free Web-service Mobile Web Android iOs Chrome CSV XLS Chat By phone Twitter Facebook Email Portal LDAP CRM Time tracking Accounting Bulk email Communications IP-PBX API SLA Work time tracking KPI Ticket import Quick editing Editing via Email Custom fields Tasks Control of satisfaction

Accent on small teams as well as large companies. Informative Dashboard with number of tickets, To-Do list, recent ticket actions, etc. Easy navigation through sections.

  • Free for up to three users
  • Convenient ticket list filters
  • Factors in agent performance
  • Interface available in over 30 languages
  • Hotkey support
  • Incomplete agent time tracking
  • Unable to integrate SIP trunks
  • No tags in ticket list
  • No separate panel for attached files
  • Displays activity with replies, not in a separate field
Freshdesk Tickets listFreshdesk bulk actionsFreshdesk edit-ticket
Live Agent logo

Live Agent

Convenient HelpDesk for game developers
Web-service On Premise Mobile Web Android iOs Chat By phone Twitter Facebook Email Portal LDAP Bulk email Own phone API SLA KPI Quick editing Custom fields Control of satisfaction

HelpDesk with sleek and ergonomic design. Primarily focused on prompt ticket replying and agent productivity. Allows to take into account agents' KPI with the help of the so-called skill levels.

  • Bulk editing of multiple fields in ticket
  • List contains multiple filters
  • Possibility to assign Pause status
  • Displaying the number of assigned tickets in tabs
  • Setting up a Call-center based on Twilio
  • No export of ticket list
Live Agent DashboardLive Agent Editting ticketLive Agent Ticket list
Jitbit HelpDesk logo

Jitbit HelpDesk

Elegant HelpDesk with assets management
Web-service On Premise Mobile Web Android iOs CSV Email Portal LDAP CRM API SLA Work time tracking Ticket import Quick editing Custom fields Custom reports Asset management

SAAS version has a plan with unlimited number of agents; in On-Premise all plans come with unlimited number of agents. Ticket list has a dynamic filter by key fields. No provision for Organization field for clients.

  • Beautiful and convenient interface
  • Access to email via POP and IMAP
  • Integration with Active Directory
  • Pricing plan Enterprise comes with unlimited number of agents
  • Ticket import and export from/in CSV
  • Supports incoming tickets only via email
  • No free plan
Jitbit HelpDesk bulk editJitbit HelpDesk ticketJitbit HelpDesk ticket list
Chat HelpDesk logo

Chat HelpDesk

Simple HelpDesk that allows you to get tickets from messengers
Web-service XLS SMS WhatsApp Viber Telegram API

Receives tickets via WhatsApp, Viber, Telegram and SMS. For that it provides a dedicated service number. Possibility to purchase additional channels to divide support lines. Operators can work using a bot in Telegram.

  • Simple operator's interface
  • New chat notification with pop-up messages in browser
  • No possibility to receive tickets via email or by phone
  • Tickets do not have standard features, like statuses, escalation, etc.
Chat HelpDesk all chatsChat HelpDesk chatChat HelpDesk chatsChat HelpDesk my chatChat HelpDesk new chats
Teamwork Desk logo

Teamwork Desk

Perfect HelpDesk for startups
Web-service Mobile Web Android iOs Windows Email Portal API Work time tracking Ticket import Quick editing Tasks Control of satisfaction

Works only with email and portal. Integrated with Teamwork Project, where one can link tasks related to tickets. Users don't have to configure filters in the ticket list as they appear automatically.

  • You pay for tickets in Starter subscription plan
  • List features dynamic filters
  • Possibility of collaboration in Projects service
  • Portal for users with integrated Disqus
  • No SLA
  • No free subscription
Teamwork Desk reportsTeamwork Desk taskTeamwork Desk ticketTeamwork Desk tickets
UserEcho logo

UserEcho

Customer support based on forums
Free Web-service Chat Twitter Facebook Email Portal API Ticket import Quick editing Custom fields Control of satisfaction

Offers sleek and informative design with indicators of new tickets on tabs. Ticket list is made in such a way so that agents would spend minimum time to reply.

  • Free subscription for a single agent
  • Prompt support
  • Multilingual user interface
  • Built-in Google and Yandex Analytics
  • Not very convenient navigation in settings
UserEcho portalUserEcho reportsUserEcho tickets
LiveChat logo

LiveChat

Simple Helpdesk focused on chat with clients
Web-service Android iOs Chrome Chat Email CRM Time tracking Accounting Bulk email Communications Desktop Sharing Quick editing Control of satisfaction

Offers a website form as well as a separate chat window on Livechat server. Supports tickets via email, but working with them reminds of chat conversation. Very simple and convenient interface. Desktop applications available for Mac and Windows with desktop notifications and agent in system tray.

  • Easy to use
  • Supports hotkeys
  • Desktop applications for Windows and Mac
  • Over 40 interface languages for clients
  • No SLA
  • No free subscription
LiveChat chatLiveChat embedded chatLiveChat reportsLiveChat tickets
HelpdeskEddy logo

HelpdeskEddy

A simple HelpDesk with extraordinary design
Web-service On Premise Mobile Web Android Chat Email LDAP API SLA Work time tracking Ticket import Quick editing Custom reports Control of satisfaction

Provides basic ticket management functionality. Some features, for example assets management, are included on demand only. Very few interface languages.

  • Convenient quick editing of tickets
  • Text formatting in replies with a possibility to attach pictures or YouTube video
  • Correspondence in ticket is displayed as clouds
  • Changes are saved instantaneously while editing tickets
  • Availability of summary of time spent
  • No email address for incoming tickets
  • No preset rules and SLA policies
  • No application for iOS
  • No free subscription
HelpdeskEddy editting ticketHelpdeskEddy reportsHelpdeskEddy ticket list
osTicket logo

osTicket

Simple and easy ticket system on PHP
Web-service On Premise Android iOs Chrome CSV By phone Email Portal LDAP API SLA Quick editing Custom fields

Both free version and SAAS are available. At the same time they have practically no differences. Cost of SAAS version starts from $9 per user.

  • Easy to install
  • Not resource-demanding
  • No reports
  • Agents cannot adjust ticket list
  • Size of attached files is limited to 2 Mb in free version
osTicket dashboardosTicket editting ticketosTicket ticket list
Hesk logo

Hesk

Simple ticket system with agent time tracking
Free Web-service On Premise XLS Email Portal Work time tracking Quick editing Custom fields

Unlike osTicket, the Hesk has simple reports and ticket export. A bit outdated design, other than that it is a good ticket system.

  • Easy to install
  • Not resource-demanding
  • Ticket export in XML
  • Paid version features unlimited number of agents for a fixed amount
  • Need to download language packs from forum
  • Few reports
  • No pissibility to edit agent time
  • Incoming mail only through POP3
Hesk editting ticketHesk export ticketsHesk ticket-list
Zendesk logo

Zendesk

Affordable HelpDesk with wide integration capabilities
Web-service Mobile Web Android iOs Windows Firefox Chrome CSV Chat By phone Twitter Facebook Email Portal LDAP CRM Time tracking Accounting Bulk email Communications IP-PBX API SLA Work time tracking Custom fields Custom reports Control of satisfaction

Features automatic tracking of agent’s time, creating tickets in chat window and saving chat history. Receive client calls from browser with automatic ticket creation. Conversation recording available in ticket.

  • Low price per agent
  • Integration with over 400 third party services
  • Built-in IP-PBX with a free phone number
  • Customizable columns in ticket list
  • Powerful reporting
  • No free subscription
  • Instead of Dashboard admin gets settings page by default
  • SIP trunks cannot be integrated
  • Agent’s time is tracked only when ticket is open
Zendesk agent dashboardZendesk edit ticketZendesk home screen
OTRS logo

OTRS

Module based Open Source HelpDesk
Web-service On Premise iOs Firefox CSV Email Portal LDAP SLA Work time tracking Quick editing Custom fields Custom reports Control of satisfaction

Written in Perl, supports several DBMS. Free distribution, although commercial SAAS version also available. Used by many large companies primarily for powerful process automation system.

  • Completely free
  • Possibility of further development for own needs
  • Difficult to install and administer
  • Not possible to use without prior configuration
  • Requires mail server
  • Inconvenient interface
OTRS dashboardOTRS my servicesOTRS ticket
Request Tracker logo

Request Tracker

Open Source HelpDesk with a simple interface
Web-service On Premise Mobile Web iOs Firefox Email LDAP API SLA Work time tracking Quick editing Custom reports Asset management Control of satisfaction

Written in Perl. According to Wikipedia it is used by companies from Fortune 100. More convenient to use as opposed to ORTS, although more difficult to install. Since recently it supports asset management, so it can be handy for IT support service. Available in Linux repositories and FreeBSD ports.

  • Completely free
  • Possibility of further development for own needs
  • Difficult to install and administer
  • Not possible to use without prior configuration
  • Requires mail server
Request Tracker homeRequest Tracker ticket basicsRequest Tracker ticket create
GLPI logo

GLPI

HelpDesk and IT management software in one
On Premise Android CSV PDF Email Portal LDAP SLA Quick editing Custom fields Custom reports Asset management Billing Control of satisfaction

Primarily designed for IT departments and IT outsourcing companies. Allows to manage IT and network equipment, printers and cartridges, price for client per ticket or request, schedule repairs and maintenance.

  • Completely free
  • Easy to install
  • Possibility of further development for own needs
  • Over a hundred free plugins
  • Requires dedicated server
  • Narrow focus
  • Requires mail server
GLPI computer listGLPI dashboardGLPI edit ticketGLPI ticket list
Desk logo

Desk

Sleek and Expensive Service by Salesforce
Web-service Mobile Web Android iOs Chat Twitter Facebook Email Portal CRM Bulk email Communications IP-PBX API Quick editing Custom fields Custom reports Control of satisfaction

System features modern design but quite inconsistent structure of administration area. All in all, it’s an ordinary HelpDesk

  • Tickets automatically appear in list, no need to refresh the page
  • Quick editing of several tickets selected from list
  • Beautiful Dashboard
  • Ticket attachments appear in separate field
  • No free subscription
  • Inconvenient arrangement of automation rules
  • Logging in system via desk.com
  • No ticket export feature
  • Text in reply cannot be formatted
  • Agent’s time spent on working with ticket not tracked
Desk casesDesk dashboardDesk edit case
Kayako logo

Kayako

Powerful but inconvenient HelpDesk
Web-service On Premise Android iOs Windows Chrome Chat By phone Email Portal Own phone API SLA Work time tracking Ticket import Quick editing Custom fields Custom reports Billing Control of satisfaction

Interface of this system is inconsistent, difficult to understand. Offers Click-To-Call web-form for website to enable users to call customer support as well as integrate your own phone number via SIP. Desktop version for Windows is available for calls and chat with clients.

  • Powerful report builder
  • Wide possibilities of agent time tracking
  • Rules of processing incoming mail
  • Integration with any VoIP server via SIP
  • Free for non-profit organizations and Open Source projects
  • Inconvenient filters in ticket list
  • No integration with other services
  • Overloaded ticket editing interface
  • Difficult to set up SLA rules
Kayako agent home screenKayako editting ticketKayako ticket list
Spiceworks logo

Spiceworks

Completely free HelpDesk for IT including inventory management
Free Web-service On Premise Android iOs Firefox Email Portal LDAP Work time tracking Ticket import Custom fields Custom reports Asset management

Two versions are available for Windows: SAAS and On-Premise. Easy to set up and operate. According to the developer's website over 150 plugins that expand the possibilities of this HelpDesk are available. It is integrated with Inventory management and procurement software.

  • Quick installation
  • Completely free
  • Powerful report builder with a possibility to export into XLS
  • Ticket import form CSV file
  • IT infrastructure and mobile devices management from Inventory app
  • “Native” integration with Active Directory
  • Currently supports Windows only
  • Accounts are linked to Spiceworks server
  • No ticket automation rules
  • No SLA policies, reaction times are set manually
  • Shows ads of other Spiceworks products
Spiceworks dashboardSpiceworks inventory dashboardSpiceworks ticket list
Helpconclick logo

Helpconclick

Helpdesk that supports collaboration
Web-service On Premise CSV Email Portal SLA Work time tracking Quick editing Custom fields Tasks Events Control of satisfaction

All actions inside the system occur without need to refresh the page. On top of typical functionality it supports tasks and events linked to tickets. SLA operation mechanism allows to create plans with SLA policies.

  • Simple interface
  • Tasks and events in tickets
  • Convenient SLA implementation
  • Does not allow to link personal email to the system
  • No integration with other services
Helpconclick calendarHelpconclick ticketHelpconclick tickets
Casengo logo

Casengo

Simple and beautiful ticket system with WhatsApp channel
Web-service Android iOs Chat WhatsApp Email Portal

Casengo's design reminds that of Desk.com. Agent interface represents only a ticket list that does not support bulk editing.

  • Beautiful design
  • Supports WhatsApp
  • No ticket list export
  • No rules of ticket processing
Casengo reportsCasengo ticketCasengo tickets
Groove logo

Groove

Ticket system that supports social networks
Free Web-service On Premise Twitter Facebook Email Portal CRM Bulk email Communications IP-PBX API Quick editing Control of satisfaction

Ticket system that integrates with Twitter and Facebook. It notifies an agent about the time when client read the reply. Ticket reply delay function is also available.

  • Free for three users
  • KPI-oriented reports
  • Indication when another agent is working with a ticket is available
  • Unreasonably high price per user
  • Interface available only in English
Groove preferencesGroove ticketGroove ticket list
SysAid logo

SysAid

Powerful IT HelpDesk with inventory management and event planning
Web-service On Premise Android iOs Windows CSV PDF Chat Email Portal LDAP Bulk email Desktop Sharing API SLA Work time tracking Quick editing Custom fields Custom reports Asset management

Good for large companies with distributed offices. Enables you to manage IT infrastructure, track user requests for specific inventory, monitor servers and network hardware.

  • SMS notifications
  • Multiple interface languages
  • Dashboard with customizable indicators of inventory status
  • Website does not have information about prices
  • Overloaded interface
SysAid assetsSysAid computerSysAid ticketSysAid tickets
[Total: 3    Average: 5/5]
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