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We’ve chosen the top five players, based on a combination of their total number of customers, users, and social presence. Customers end up spending 20% to 40% more with companies that engage and respond to customer service requests over social media, according to a Bain & Company report. PC Magazine described Zendesk’s CRM integration as “limited,” which is odd because Integration with Salesforce, SugarCRM, or Microsoft Dynamics is automatic. The magazine also found it difficult to quickly add large numbers of customers from contact lists, calling the process “antiquated,” and also notedemail configuration during initial setup was confusing. While it doesn’t have every feature other solutions have, its app store, covering everything from live chat and eCommerce, to marketing and project management tools, helps make up for that.
Kayako’s robust SLA system allows users to create complicated rule sets to ensure that you meet all your SLA requirements. The standout features make Kayako a great choice for larger organizations with more diverse customer needs.
The standout features most closely relate to UserVoice’s main selling proposition: organizing, ranking, and processing suggestions from users on how to improve your product. UserVoice is the best choice for companies who are getting a ton of customer feedback and need a better way to process it. SmallBizTrends was impressed with Freshdesk’s ability to help shops deal with temporary increased demand. The same reviewer also thought sample reports would be helpful “so I can understand better what’s possible from that option. Comparing Bomgar to the other help desk software products is a little hard, because Bomgar does something totally different.
Beyond that, as the agent is helping the customer, Bomgar will capture the screen into a flash movie of the assistance. PC Mag calls the support for non-Windows clients “limited” and says there’s no phone integration. The ITSM Review calls Bomgar “the leader in enterprise remote support solutions.” With it, technicians can securely access and fix nearly any system, including Windows, Mac, Linux, Android, iOS, and BlackBerry devices, and unattended systems, such as kiosks, POS systems, servers, and routers. Any of the above solutions will help save you time, increase your efficiency, and help improve your service. Subscribe to get monthly updates and this free infographic on the top 20 help desk software. Join our software expert blogging community, learn more about our editorial guidelines, and propose a topic you'd like to write about.
From supporting customer accounts with a limited staff to better understanding customers because of ticket history, help desks have rightly earned their place in our digital community. Nonetheless, if your company is toying with the idea of turning to a help desk for some much-needed assistance, you likely need some support navigating through the plethora of options available. In this week’s blog, I am going to be discussing the advantages and disadvantages of the most popular help desk systems that are available at this time and will outline what I believe are the best ones for multiple given scenarios.
The information within this document was provided by the support team from the following companies and is subject to change.
Spiceworks is a free ad-supported, in-house, community driven help desk program targeted towards small to mid-range businesses. Unlike some, the service is not endorsed by ITIL although it still does an excellent job of delivering to that standard through features that carry out the equivalent functions.
The system comes with a remote agent and once it is deployed on a user’s computer or a client’s server, it will begin pulling up information about that system and the assets which are connected to it. The limitation with Spiceworks is that it is unable to provide real time statistics as far as device monitoring is concerned and cannot monitor Macs outside of your network.
Kaseya is an ITIL verified help desk system costing ?30 per month per agent in terms of their cloud service or a one-time charge of ?120 per client login for the in-house equivalent. Unlike Spiceworks, this system doesn’t require nearly as much tweaking before it can operate to your needs. Just like Spiceworks, users can access the portal to log tickets via the remote agent which resides in the taskbar.
House-On-The-Hill’s features include: Email Integration, Self Service Module, Workflow Machine, KPI Monitor, Financial Management, LDAP Integration, house Forms, CRM, Auditor, Software License Manager, Outlook Sync, Telephony Integration, Microsoft SCCM Integration, Centennial Integrations and so forth. Out of the three options I have discussed so far, I’d have to say that this has the most simplistic graphical user interface. You can monitor the space on the user’s hard drive for instance via an email read function which has been implemented into the program.


The system is able to inventory and audit client devices using the SupportDesk feature which can scan your network for SNMP devices or import them should you have another asset management tool. Automatic emails can be sent upon any changes within a call which will include any relevant information and a link to the call should action be required by that party. Sysaid is similar to House-On-The-Hill because it is also ITIL verified and offers both cloud and in-house services. The enterprise edition is priced at ?855 per year for the cloud version and comes with Three Administrators, Unlimited End Users, 250 Assets, CMDB, ITIL Package, SLA Management and One Remote Control Channel. Sysaid also has a perpetual one-time payment method for the in-house enterprise edition which costs ?2560 and comprises the same specifications as the cloud version. You can add additional service modules for a varied rate in regards to the cloud and in-house versions for the enterprise edition.
The system is able to audit client devices and the emailing system is fully integrated within the SysAid and if configured correctly it can be programmed to send emails to the corresponding client within a ticket upon any changes made. There is a user management module available on all editions of SysAid and this is capable of carrying out customer relationship management functionality and lots more. SysAid enables you to build a comprehensive list of clients, suppliers and internal users and can give you access to unlimited processes. Unlike SysAid and House-On-The-Hill, Manage Engine only offers an in-house service although it is also ITIL verified. As a downside, the program is unable to monitor client system on its own however, you can subscribe to OP Manager Module for an additional cost and that will carry out the same thing.
Whenever changes are made to system tickets which were created by clients, emails are sent out automatically and each one includes important details for the party concerned. Another negative aspect about Manage Engine is that there is no CRM feature available, however they can offer an account management module. In conclusion, I believe that House-On-The-Hill includes many features similar to Kaseya’s software but for a much more reasonable price. In addition to this, I picked SysAid because it’s well rounded, extremely customisable, and relatively simplistic.
Lastly, I chose Manage Engine because it’s also cheaper than its competitors, costing ?2360 in comparison to SysAid’s ?2560. In certain aspects, SysAid and Kaseya appear to be most ideal of choices because they offer more customisable options than the majority of other providers. As mentioned earlier though, it’s debatable whether you would really want to spend such an excessive amount on a help desk. Established in 2004, CareWare IT Solutions specialises in providing IT services and solutions to Small and Medium sized Enterprises (SME’s). Below we’ve compared them based on how well they automate your most time-consuming tasks and how easy they are to learn and use.
Realizing this, Zendesk’s social media integration allows you to accept customers’ help requests, complaints, and feedback through most social media platforms, such as Facebook and Twitter, which impressed PC Magazine. These organizations will be the main beneficiaries of capabilities like API, editable code, and the ability to ask different form questions for different departments.
It doesn’t help to be able to eliminate hundreds of versions of the same suggestion spelled or worded slightly differently if those suggestions aren’t that numerous.
Gamification, with points and rewards for excellent service, can help boost service desk employee engagement and morale. Bomgar gives support professionals access to clients’ computers, inside their firewalls, reporting back system issues and allowing agents to fix them remotely. Her writing has appeared in The Week, Forbes, the Chicago Tribune, The Daily Beast, VICE Motherboard, Reason magazine, Talking Points Memo and other publications. You have option to pay roughly ?27 per month to replace the adverts with custom images of your choosing.
These features include but are not limited to: Inventory, Help Desk, Knowledge Base, Reports and User Scripted Tools.
Currently, the only way to get around this is to streamline an external system alongside Spiceworks such as: Cisco Meraki, Nagios or Cacti as these can fill in the service gaps. Another thing that the systems have in common is that you can send emails to a dedicated address in order to automatically generate tickets in the help desk. The full enterprise system with all features, on-site will set you back a one off payment of ?900 per login. In addition, SupportDesk enables you to automatically send emails at different points and actions alongside the lifecycle of the call, as well as the creation of calls via email read in through one or more mailboxes.


Despite the amount of features that this program comes with, it is more costly than the other ones I have discussed. You can buy additional administrators for ?335, additional assets (10 per unit) for ?24, additional remote control channel, tasks and projects module, monitoring module, manager dashboard module and password services module for ?400 each as well as an additional my desktop channel for ?195.
Discovery methods range from WMI, Deploying agents and also SNMP scanning over IP or domain.
Overall, the emailing system is very flexible and has many options that you can customise to match your exact needs. As well as this, the emailing system is easy to configure – you just need to set up an incoming and outgoing mail account and then communicate within the tool. For example, it has a CRM module; the ability to monitor client devices as well as audit them and most importantly, it comes with an extensive ITIL package that comprises most, if not all of the features that come with Kaseya’s service.
As well as this, all the features you’ll ever need are fully integrated into a single corresponding category.
The service has a huge range of products which once again allow you to broadly customise the help desk to suit the needs of your business. The user interface for either system is relatively straightforward, seamless and all the information can be located under easily accessible tabs and is presented in clear, interactive charts, graphs and the like. As Product Marketing Manager at Freshdesk Sairam Krishnan put it, “In customer support, winning that one moment of satisfaction justifies all the work that you put in.” The Freshdesk Arcade turns every support ticket into a chance for agents to score. I personally didn’t find it to be lightning fast, but I wouldn’t complain about it, especially given it offers a robust free level. Larger shops who are focused on keeping employees happy and productive will be able to best take advantage of this feature.
She has been quoted by the New York Times Magazine and has been a columnist at Bitcoin Magazine. Use this only as a guideline and cross reference the information with the website’s product description to confirm accuracy. The performance specifications received about each device give details about the disk capacity, software, memory, processor, OS and lots more.
The downside to this is that without upgrading for an additional fee, the standard free package may not meet your requirements and some of the software can be difficult to set up. There is a Financial Management feature which runs alongside this and allows contracts to be tied to customers. Alongside this, it is the cheapest of all the options I have selected with just a one off on-site payment of ?900 per login.
For instance, in terms of asset management the service desk will be able to provide you with updated information about hardware, software and general service details.
Similar to other software, notifications are integrated into the various modules within the system so that admins and users can be alerted of any updates to requests, problems or general changes as well as asset and software management. In the long run it doesn’t look as though anything is going to be able to top the cutting edge facilities that it serves to the end users and administrators. It goes without saying, you should do your own research in order to determine which one is more suitable for what you are striving to achieve. Here, we’ve got a comparison between the most popular players, to help make choosing a software solution easier as well.
Answering fast, getting the problem fixed in one go, and getting positive reviews from customers win agents trophies like Speed Racer, Sharp Shooter, Customer Wow Champ, and Most Valuable Player of the month. If any of the information is found to be incorrect then I will make changes as appropriate.
The most significant thing about this help desk is that it is very powerful in competent hands but requires a lot of understanding and fine-tuning in order for you to achieve your desired result. I believe all of the help desk systems that I have listed have the most commonly used features. The drawback being, the enterprise edition of the software requires a one-time payment of ?2560. On this basis alone, I was able to narrow the selection down to the above choices because the other software that I had found didn’t offer the same capabilities.
However, it only costs ?24 for 10 more asset units in contrast to buying it through Keseya where it would cost that amount for a single additional asset unit.



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