The best help desk software solutions


Nowadays, consumers have greater access to any sort of information they need to find. Google allows users to perform searches and instantaneously get answers to questions they have, and to quickly choose businesses they wish to buy from. This means that, if you’re not offering your customers quick and easy answers to their questions, then you are going to fall behind. This is where helpdesk software comes in.

What is Helpdesk software?

Help desk software can be installed on your site, to allow your customers to contact you with any queries they have. Rather than having to call in or wait hours for an email reply, they can contact you whilst performing other tasks, and find quick answers to their questions. This presents your business with the chance to build better relationships with your customers, and close sales there and then rather than lose out to the competition.

The best help desk software solutions available

Luckily, there are a number of helpdesk software solutions available on the market, each holding unique features and benefits. This means you can choose one that is best suited to the needs of your business and, of course, your budget. Here’s a rundown of 5 of the best helpdesk software solutions available, and how affordable they are.

1. Freshdesk.  

Freshdesk is a powerful helpdesk software solution as it allows your team to collectively track which customers are being dealt with and what their needs are. They have agent-collision detection to avoid more than one agent responding, but create the perfect environment for different agents to jump in and offer their unique expertise seamlessly. Their pricing runs from £15 to £69 per agent per month and they offer a free 30 day trial.

2. Samanage

Samanage offers a number of useful back-end data presentations which allow you to assess IT-incidents to help managers assess the benefit Samanage is having. You can effortlessly integrate your own preloaded knowledge base to help customers find answers to the most common questions very quickly. There is also a mobile browser which you can use to manage Samanage whilst you're on-the-go. They have pricing plans ranging from £15 to £60 per agent per month and have a 30 day free trial.

3. Zendesk

Zendesk has won numerous accolades in recent years for being the most popular and effective helpdesk software around. There are more than 40,000 users worldwide and they pack useful features, including a diverse array of customisation opportunities and powerful self-help functionalities. There is a great knowledge base portal, and numerous forums offering support from fellow Zendesk-using businesses. They offer packages from £5 to £149 per agent per month and have a free trial lasting 30 days.

4. AzureDesk

AzureDesk was first developed as a means to provide an affordable and simplistic ticket-management system. The plans they offer are still incredibly reasonable, and well-suited to small businesses. The back-end is still incredibly useful and provides you with statistical overviews of all aspects of agent performance and customer satisfaction metrics. Their pricing is straightforward at £10 per user per month, and there is a 14 day free trial.

5. LiveAgent

LiveAgent is a powerful and diverse helpdesk solution which enables email, live chat and social media integration. It lets your agents do everything they should need to do, including file sharing and ticket management. Compared to other helpdesk software available, LiveAgent is widely praised for its simplicity and ease of use for new agents. Better yet, no matter your site and what plan you're on, you can get 24/7 customer support. Prices range from £10 to £50 a month per agent, and you get a 14 day free trial.

The solutions listed above are not necessarily ranked in order of quality, instead, they each hold unique features that could benefit businesses in certain ways. It would first be best to analyse the exact needs of your business and identify what it is you need your chosen helpdesk software to do. Then, search through the above options and others available to find your perfect fit.