According to Datanyze, Zendesk holds approximately 80% minimum share in the helpdesk software market. Yet, there are still numerous providers of helpdesk software and tools. These range from ticketing systems, to automation tools. If you’re a customer success manager that wants to improve customer health or perhaps you want to decrease your average response time, then you need the right helpdesk software! In this article, we’ll look at both paid and free helpdesk software options.
Our top 5 picks for the best helpdesk software in 2021 is Freshdesk, Zendesk, JitBit, Connectwise Control, and Atera. Let’s compare the best! ?
In this article:
Helpdesk software
A helpdesk is created by businesses to answer the customers’ queries and offer them continued support and assistance. This helps enterprises retain their clients and generate loyalty. Such a system can be controlled manually or through software.
As businesses grow in size, it becomes difficult for them to address their customer base equally. Thanks to technology, businesses are blessed with helpdesk software that is better equipped to deal with a larger volume of human interactions. After all, which human being can deal with a hundred people at a time from different regions? Hence, enterprises across the world are adopting these systems.
Best helpdesk software in the market
1. Freshdesk
QUICK STATS:
- Suitable for all business types.
- Has an app that allows round-the-clock service.
- Is it a free helpdesk software? Freshdesk has a 21-day free trial period, after which it is paid.
- Pricing structure: after the trial period, the pricing is $15 per user.
Customer service lies at the heart of every company. Keeping this in mind, Freshdesk is gaining popularity for its efficient helpdesk system.
Freshdesk is a cloud-based customer service software, providing one-stop solutions to all organizations. Be it ticket management, self-service, or social media integration, they cover it all. Freshdesk offers solutions catering to different industries and varying organization sizes. Thus, if you are a freelancer, a small business owner, or a corporate business, they’ve got you covered. Their free trial plan is surely enticing if you are new to helpdesk support.
Their offering is simple and streamlines and prioritizes all conversations under one roof, so you never lose track of what’s going on with your customers. Moreover, their user interface is clean and intuitive, suiting entry-level teams. They also offer:
- Portability: It has a mobile app (iOS and Android) for round-the-clock access to provide help to the customers in need.
- Knowledge Base: It can help to create a self-service station through a knowledge base. Therefore, a customer need not wait for bespoke support. In many cases, customers prefer this method of service in comparison to calling a technician.
- Simultaneous Emails: The integration features present on FreshDesk allow one to interact through email as well. Thus, one can send emails through Freshdesk.
- Ticketing System: The platform also possesses a programmable filing process. Therefore, a business owner can choose the method of sorting through customer interactions.
- Rapid Response: Freshdesk specializes in resolving issues as quickly as possible by sorting and labeling queries to the right individual so they can be addressed immediately.
- Free Trial: The free trial is extensive and offers a lot of insight into the features of Freshdesk.
2. Zendesk
- Suitable for all business types with customized plans.
- Is it a free helpdesk software? A free trial is available!
- Pricing structure: Zendesk offers its plans depending on whether the business is a startup or a stable enterprise. The base plan costs $49.
QUICK STATS:
Are you looking for an effective helpdesk app? Then, you have stumbled across the right choice!
Zendesk is known for offering a flexible ticketing system, analytics, and reports. They aim to build software that is designed to enhance customer relationships.
Gone are the days when a customer had to listen to generic elevator music before receiving the help they required. Zendesk’s features such as smart search tools, allow customer support agents to achieve greater productivity when dealing with customer replies. These forums are categorized according to the topics, discussions, and complaints so customers can quickly scan their way through. Other features include:
- Adaptation: It has a separate plan for each type of business, such as large-scale enterprises, small and midsize businesses, and a special list of features for startups.
- Single dashboard: Zendesk looks to create an Omnichannel Support System. It involves automatically scanning various websites for mentions of a business.
- Automation: Zendesk employs the use of automation and organization to systematically record and report customer interactions.
- Ticketing: This process involves finding out what the customer interaction involves. This process acts as an automatic collector and sorter. The main purpose is to catch every single mention of the business on various networking sites.
- Advanced Tools: They also allow one to use more advanced tools to provide a better customer experience. These tools include CSAT surveys as well as answering robots for larger enterprises.
- Marketing: Zendesk can integrate or partner up with marketing websites to help a business with social media. Additionally, it provides extensive analysis regarding the performance of a business.
Helpdesk ticketing systems
In simple terms, a ticketing system software or tool helps to collect and track customer interactions that a business faces through various mediums such as email, social media, or phone. It helps in logging this interaction for you to view, discuss and respond to it. Hence, reducing your effort to monitor and report and ultimately, increase productivity.
Best helpdesk ticketing tools in the market
3. JitBit
QUICK STATS:
- Suitable for all business types.
- Makes managing queries easier with a unified mail.
- Is it a free helpdesk software? No free version; only a free trial is available.
- Pricing structure: A base price of $13 per month for every user.
JitBit uses machine learning technology to accelerate the customer service activities of a company. The platform is simple with a clean user interface, making it easy for first-timers. Additionally, it is meant for all business sizes to track and assign tickets while monitoring the overall performance through this activity.
If you are looking for a free helpdesk ticketing software, then you must try JitBit’s free trial to give its features a shot. So, what other features do they offer?
- Unified mail: This mail consolidates all service requests and inquiries in one place for its users, therefore, making tracking accessible and ensures you address all messages.
- Mobile friendly: Keeping up with technology is important, and JitBit helps with the same. They are known for their mobility, so you never miss out on responding to customer questions. Now those queries aren’t light-years away for your business!
- Easy Interface: An easy interface offers flexibility for new users to understand its functions. Moreover, its comprehensive offerings such as email integration, ticket management, and knowledge base creation make it a favorite among businesses.
IT service desks
The IT ticketing system collects the interactions and mentions of a business or brand name on every platform possible. After doing so, the system takes upon itself the monotonous process of filing or deciphering the meaning of the interactions. This process involves finding out if the interaction or review was positive or negative.
Best IT service desk tools in the market
4. ConnectWise Control
QUICK STATS:
- Best suited for resolving technical queries with remote access to a customer’s device.
- Is it a free helpdesk software? Yes, a free version with basic features is available. Or you can opt for its enhanced features.
- Pricing structure: There is a 14-day trial period. After that, one would have to shell out around $30 per month for 25 computers.
This IT helpdesk service is better for resolving technical doubts as it contains a feature that allows a technician to gain access to a client’s device for better troubleshooting. Other than this, they offer:
- ConnectWise Management: The main helpdesk software can connect with other software known as ConnectWise Manage. This software is better at tagging or ticketing a query.
- One-on-one Sessions: It also allows customers to set up a session where a customer can directly interact with the technician.
- Compatibility: This helpdesk software is compatible with various other browsers and operating systems.
- Security: ConnectWise attaches importance to security. It is proved by the additional security features like special encryption and the requirement of consent to access sensitive information.
- ConnectWise View: This refers to the feature that allows a real-time view of an end-user device.
5. Atera
QUICK STATS:
- Collects every customer request and streamlines customer service through automation.
- Is it a free helpdesk software? Unfortunately, only a free trial is available!
- Pricing structure: The platform charges its client for every technician they require. Their just “Pay Per Technician” scheme requires one to pay $79 per month.
Atera is an exclusive RMM (Remote Monitoring and Management) platform. It is one of the more rigorous IT ticketing systems in the market and is a stickler for collecting every customer request. Atera mostly caters to IT-related solutions and aims to create streamlined customer service support. Therefore, Atera makes a great SaaS solution! It uses automation to deal with most customer requests. Their features include:
- Single Console: Through automation, the software can monitor logs and multiple networking sites on a single console.
- Remote Control: Technicians can get in touch with customers in any corner of the globe.
- Efficiency in Operations: Atera uses automation to actively streamline business operations.
- Integration: Monitoring and support ticketing is carried out across several third-party websites through integration.
Final thoughts on helpdesk software in 2021
The buffet of free helpdesk software and paid helpdesk tools and suites can surely satisfy any customer team. The use of ticketing software or helpdesk software has a two-fold advantage. Firstly, a business can save a significant amount of money it would need to spend on hiring numerous technicians. Secondly, automation prevents the chances of the support team from overlooking any customer request in the process. Additionally, an IT service desk provides an efficient and scalable IT support solution for small businesses to enterprises.
Curious to know more about customer service and its importance to businesses globally? Then check out this article!
