Best Helpdesk Software - Editor's Choice
#1 BigWebDesk                                                                              
Review date: 01.02.2012

Description:

This web-based application is the perfect tool for offering online support to your customers. There is no software to buy, install or maintain. HelpDesk provides an efficient escalation process to keep requests routed to the right technician. The base price is for a one-year contract.

Screenshots

Price:

Free Demo

Advanced Features:

  • Web based interface
  • On-demand help desk solution
  • End-to-end workflow management tool
  • Fully configurable system
  • Unique reference numbers are assigned
  • Provides background information
  • Realtime, customizable reports and charts
  • Customer Support made easy
  • Remotely hosted ASP service
  • Online interface

Review:

Best of all, Helpdesk increases your level of customer support and ultimately your customer satisfaction.
  • Multiple simultaneous remote session.
  • Designed to handle requests for any type of helpdesk.
  • Incoming email automatically creates help desk account. All data can be downloaded and sent in an Excel spreadsheet.
  • Customizable database for tracking all of your organization's assets.
  • You can group your customer's accounts, locations, projects within the account detail screen.
  • It enables you to facilitate faster response times to internal incident reports.
  • Helpdesk requires virtually no learning curve.
  • HelpDesk integrates into Microsoft Active Directory.
  • 100% Web-based, so no client-side software is required other than a standard web browser.
  • Time tracking allows billable time worked by a technician.
Overall, the software provides help desk management and tracking features that allows your technicians to provide the best customer support. In addtion to that, file attachments can be attached to a help desk call when using the web interface. Great starting point for new help desk managers.

Please note that bigWebApps HelpDesk is based on an SaaS model which means it cannot be installed locally.

#2 Kayako                                                                                     
Review date: 01.13.2012

Description:

This helpdesk solution enables you to reduce the workload, time spent on providing support and increase production. With its features like reports, FAQ, knowledge base, email integration, it helps you manage your support department. Solutions are available as a hosted service.

Screenshots

Price:

Free demo

Advanced Features:

  • Content publishing
  • Real-time website monitoring
  • Task management and teamworking
  • Free 30 day trial license
  • Fully-featured knowledgebase integrated
  • Hosted support desk software
  • SLA and ticket scheduling
  • Email management with ticketed support

Review:

Best of all, pre-defined responses can be created and organized into folders, sorted by category.
  • ViewShare desktop sharing and staff-to-staff conferencing. Ticket management available.
  • There are several ways to search for tickets throughout your support desk: quick and advanced search.
  • Product may be either hosted or installed on your server.
  • Chat alerts and sound notifications and network options are configurable.
  • Staff users can create public and private tasks.
  • Keeps your incoming support calls organized and allow your customers to track the progress.
  • Browser based helpdesk with interactive support.
  • Your end-users can comment and rate your news articles via your support desk.
Escalation rules can be configured automatically when a ticket becomes overdue. Besides, the application allows you to export ticket to PDF and XML documents. Finally, Kayako InstaAlert enables you to reduce your response times by being alerted to new tickets and ticket updates within seconds.

#3 SysAid Web-Based Help Desk                                                   
Review date: 01.25.2012

Description:

SysAid Full Edition supports an unlimited number of administrators, end-users, and assets, ideal solution for organizations of all sizes. Best of all, a new version of SysAid free help desk software is now available. This version is completely free, with no trial period, and no ads.

Screenshots

Price:

Free demo

The application enables you to utilize several features such as escalation, automatic notifications or a knowledgebase.

Main Features:

  • Self help resources
  • Knowledgebase management
  • Full email-to-service request integration
  • Customizable alert system
  • Available in SaaS (Software-as a Service)
  • Free training Webinars
  • Service request history
  • Installed locally with manual installation

Review:

  • Offers time-tracking, reporting, graphing, and feedback features.
  • Escalation rules and prioritization defined by user.
  • Available reports can be scheduled for full information regarding your workflow.
  • Permission control for better management of administration activity.
  • Customizable help desk interface.
  • Logging of all services requests according to priorities.
  • LDAP integration to stay up-to-date with the latest user information.
  • Automatic notifications to keep end-users updated on resolution status.
Completely web-based and easy to install and use, rules may be applied at the aset or group level and also prioritized.

#4 H2Desk                                                                                      
Review date: 01.16.2012

Description:

From small businesses to larger corporations, the software allows you to get control over your support department. In addition, h2desk help desk program will automatically display solutions from the knowledgebase before tickets are submitted

Screenshots

Price:

Free demo

It offers online ticket submission. Supports PHP 4.4 or later, MySQL.

Main Features:

  • Self service knowledgebase
  • Convert support emails to tickets instantly
  • Tutorials, manuals, troubleshooters
  • Predefined messages for quick live support
  • Ticket alerts without a browser
  • Generate searchable knowledge base articles

Review:

You can upgrade, downgrade or cancel a hosted plan anytime you choose.
  • End user ticket submission and management.
  • See what the visitor is typing before they submit it. Staff assignment feature included.
  • Allows you to follow real time traffic with visitor information.
  • Hosted plans include full support and automatic version upgrades.
  • 30 day free trial. Self hosted plans include free support.
  • After the installation is complete, you can save the application to your web server.
  • The developer license includes 99% of the source code. Platforms Windows available.
By integrating support requests with an active knowledge base, this help desk software enables you to improve customer service and lower information technology costs..

#5 Novo Help Desk Software                                                         
Review date: 01.17.2012

Description:

It is customer support made simple. It allows you to look at your jobs, as well as the jobs assigned to other people.

Screenshots

Price:

Free demo

Software Summary:

Administrator can view and manage all queues through the help desk.

Main Features:

  • In-house and hosted editions available
  • Internet help desk software
  • Search knowledge base articles
  • Issue tracking
  • Reduce call volumes

Review:

Besides, Novo Service Desk allows you a combination of skill levels or to support multiple internal.
  • Easily print or export data from any report to MS Excel.
  • Ability to automatically assign predefined work flows to help desk tickets.
  • Email notifications are automatically sent to the appropriate person.
  • Can improve customer response times.
Overall, it is a web-based customer support helpdesk application for any sized business. However, there are more advanced solutions on the market with much up-to date features.

How to Choose the Best Help Desk Software?
  • Compare top ranked web based help desk software using our detailed software reviews.

    In today's competitive business environment, efficient problem resolution can boost customer relations.

    In addition, choosing support desk software should be the result of thorough in-depth planning.

    Here, you will find side by side comparison of five popular helpdesk software packages. Each application should be included among other things: call management, problem resolution, call tracking, remote control, self-help resources with a knowledge base management integrated.

    As a result, your customers' confidence levels will grow as their calls are resolved in a structured manner.
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