Top Help Desk Software for Small Businesses

Introduction

In this article, we will introduce the top help desk software for small businesses. Our roundup is based on customer reviews, overall features, and how each solution meets typical SMB needs. Below, we will provide information about 10 popular solutions.

1. Zendesk

If you’re looking for an intuitive, user-friendly help desk solution that works well without going over budget, Zendesk is the best all-around solution. Small business owners love how well Zendesk integrates with their favorite applications and often find additional ways to boost productivity through their extensive marketplace of pre-built applications.

Zendesk’s platform is agile and offers fast time to value, scalability, and powerhouse partnerships, making it a reliable choice for SMBs as they grow. Even businesses that have never used a help desk software before can deploy Zendesk support platform in eight weeks or less with the help of their support. Currently, more than 88,000 SMBs utilize Zendesk’s tools.

Features include scalability, agility and fast time to value, and partnership.

Pricing:
– Support Team: $19 per agent/month
– Support Professional: $49 per agent/month
– Support Enterprise: $99 per agent/month
– All plans are billed annually.

Free trial: standard free trial and

2. Freshdesk

Freshdesk is a cloud-based help desk software and ticketing system that offers intuitive, contextual support for small businesses. It includes built-in telephony that supports voice conversations and omnichannel messaging.

With Freshdesk, businesses can manage support requests, automate repetitive administrative tasks, and gain insights through customer health analytics and automated workflows. The platform also integrates seamlessly with Freshchat, allowing agents and bots to communicate with customers across various channels.

Features include integrated ticketing, ticket trend report, knowledge base, ticket dispatch, collision detection, and SLA management.

Pricing:
– Free: $0 per month (up to 10 agents)
– Growth: $18 per agent/month
– Pro: $59 per agent/month
– Enterprise: $95 per agent/month

Free trial: 21 days

3. Salesforce Service Cloud

Salesforce Service Cloud is a comprehensive help desk solution that allows businesses to manage support requests and automate repetitive tasks. It enables personalized customer support and the management of incoming tickets from digital channels like social media or live chat.

With Salesforce Service Cloud, small businesses can save time, money, and resources through a drag-and-drop help center. This tool makes it easy for customers to access knowledge base resources and self-service options, freeing up help desk agents for more complex requests.

Features include case management, knowledge management, computer telephony integration (CTI), and service contract management.

Pricing:
– Starter: $25 per user/month
– Professional: $75 per user/month
– Enterprise: $150 per user/month
– Unlimited: $300 per user/month
– All plans are billed annually.

Free trial: 14 days

4. Zoho Desk

Zoho Desk is an easy-to-use help desk system that integrates well with the tools small businesses already use, without increasing costs. It helps users move away from clunky shared inboxes to view all customer conversations in an orderly queue that can be filtered by deadline, priority, status, or customer business rules.

Zoho Desk Express allows users to log and triage tickets, assess customer history, automate workflows, and monitor customer satisfaction with advanced reporting dashboards.

Features include help center, feedback widget, telephony, guided conversations, ticket management, and time tracking.

Pricing:
– Standard: $20 per user/month
– Professional: $35 per user/month
– Enterprise: $50 per user/month

Free trial: 15 days

5. Front

Front allows users to manage all customer communications from email, live chat, and SMS in a collaborative hub. Support team members can use Front to manage high volumes of support requests without sacrificing personalization, thanks to the single customer view.

Features include one-click scheduling, omnichannel messaging, collaborative inbox, round-robin ticket assignment, load balancing, and response time SLA rules.

Pricing:
– Starter: $19 per seat/month
– Growth: $59 per seat/month
– Scale: $99 per seat/month
– Premier: $229 per seat/month
– All plans are billed annually.

Free trial: 7 days

6. Hiver

Hiver is an intuitive help desk solution that makes it easy for businesses to onboard and utilize the software without relying on confusing guides or waiting for customer support. Hiver works seamlessly with Google Workspace (formerly G Suite), allowing agents to use Gmail operators to find past messages and speed up replies.

Features include collision alerts, cross-team collaboration, live chat, knowledge base, priority support, and SLA reminders.

Pricing:
– Lite: $19 per user/month
– Pro: $49 per user/month
– Elite: $69 per user/month

Free trial: 7 days

7. Help Scout

Help Scout offers an impactful help desk solution that encourages cross-team collaboration through shared inboxes. Customer conversations filter into a single location where support team members can assign, tag, and organize them.

Features include email and live chat support, custom reports, automated workflows, and HIPAA compliance.

Pricing:
– Standard: $25 per user/month
– Plus: $50 per user/month
– Pro: $65 per user/month (Billed annually)

Free trial: 15 days

8. HubSpot

HubSpot offers a help desk as part of their Service Hub, which includes features like ticketing, customer feedback, and a knowledge base for customer self-service. Users can keep track of different customer conversations and support requests using HubSpot Service Hub.

Features include a shared inbox, messaging integrations, conversational bots, email tracking and notifications, live chat, canned snippets, conversation routing, SLAs, and a knowledge base.

Pricing:
– Free: $0 per month (limited features)
– Starter: $20 per month (includes 2 users)
– Starter CRM suite: $50 per month
– Professional: $500 per month (includes 5 users)
– Enterprise: Starts at $1,200 per month (includes 10 users, billed annually)

Free trial: 14 days

9. HappyFox Help Desk

HappyFox Help Desk is a well-rounded aid for multichannel support efforts. It offers all the essentials in a user-friendly interface, including easy-to-read reply threads, centralized customer files and attachments, and private notes for collaboration.

Features include help desk reporting, custom ticket queues, automatic ticket categorization, pinned tickets, omnichannel ticketing, and workflow automation.

Pricing:
– Mighty: $39 per agent/month
– Fantastic: $59 per agent/month
– Enterprise: $79 per agent/month
– Enterprise Plus: $99 per agent/month

Free trial: Not available

10. Jira Service Management

Jira Service Management is a help desk tool with rich ITSM functionality. It provides features for IT and general support teams to deliver service to customers and employees.

Features include global and multi-project automation, multi-language support, SLA management, configurable workflows, self-service portal, and email notifications.

Pricing:
– Free: $0 per month (up to 3 agents)
– Standard: $21 per agent/month
– Premium: $47 per agent/month
– Enterprise: Contact sales (billed annually)

Free trial: 7 days

In conclusion, these top help desk software solutions offer a range of features and pricing options to meet the needs of small businesses. Consider your specific requirements and budget to determine which solution will work best for your organization.