2016 EDITION

TOP 10 HELP
DESK SOFTWARE
REPORT
Comparison of the Leading Help Desk Software Vendors
Overview of Help Desk Software
Solutions

For most companies, a help desk center is the initial contact point for end users who seek
assistance and support, and thus a vital component of any service strategy. Service agents must
provide support across multiple plaforms, all while efficiently accessing, utilizing and recording
relevant end-user information. Help desk software manages tickets and help requests throughout
their lifecycles, ensuring every problem is resolved in a timely manner. Since even the slightest
hiccup in support procedures can result in dissatisfied users, help desk software is a valuable tool
for all types of businesses conducting internal and/or external support networks.

Your software should effectively manage and track help requests, provide instant access to 360-
degree user data and facilitate information sharing between departments. Administrators will benefit
from reporting and analytics tools that measure user
satisfaction and help desk performance metrics.
Self-service portals continue to trend within the
Key Features
segment, providing end users with 24/7 access
On-premise
SaaS solution
to FAQs, knowledge bases, forums and more. In solution
addition, multi-channel support allows companies to
connect with users through social channels, mobile Both SaaS & Multi-channel
on-premise support
devices and other non-traditional platforms. Many
service desk solutions also enable both internal and Internal/external Self-service
external support, allowing you to efficiently resolve support portal

any and all issues.

Knowledge Case
Browse our Top 10 Help Desk Software report to base management

compare the industry leaders’ pricing, key features

and deployment methods. Mobile Reporting/
accessible analytics

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Top 10 Help Desk Software Comparison

HEAT Service Salesforce SunView Software

Parature Freshdesk
Management Desk.com ChangeGear Service Desk

www.frontrange.com www.desk.com www.parature.com www.sunviewsoftware.com www.freshdesk.com

Contact vendor for
pricing details
Select Customers
Applebee’s, City of
Sydney, OpenText, Allianz,
DaimlerChrysler, De Beers
Starts at $30/mo
Select Customers
Grooveshark, DIRECTV,
Square, Shopify, Yelp,
Bonobos, Mixergy
Pricing based on
number of agents
Select Customers
Environmental Protection
Agency, IBM Coremetrics,
IGN Entertainment, iWin
Named and
concurrent licenses
available
Select Customers
Speedco Inc, Cirrus
Design Corporation,
United Community Bank
Free for 3 agents;
Paid plans start at
$15/agent/mo
Select Customers
Honda, 3M, Hugo Boss,
Sony Pictures, The
Atlantic, GoodReads

Key Features Key Features Key Features Key Features Key Features

Additional Features Additional Features Additional Features Additional Features Additional Features
• Integrates core • Easy setup • Chat and email support • Problem and incident • Automatic ticket
service and support • Support center • Attach links, management dispatch
components • Mobile agent screenshots, images • Change and release • Help desk gamification
• Manage service issues • Business insights and files management • Agent collision detection
from the initial call to • Universal inbox • SLA-based ticketing • Web 2.0 .NET reveals when other
service restoration • Multilingual to connect • Ticketing rules architecture agents are working on
• Perform complete, to customers worldwide • Mobile app provides • Self-service portal the same ticket
workflow-based service • Cases portal access to service desk • Business rules engine • Feedback widget
management activities • Case filters and portal from all major • Customizable workflows • Facebook and Twitter
• Intuitive, easy-to-use • Business rules tablets and smartphones • Notifications and alerts integration
self-service portal for • Label categorization • Custom email templates • Multi-level approvals • In-app support
any type of customer • Custom fields • Allows customers to • Task management • Community forums
• Service catalog • Team collaboration track the progress of • Personalized dashboard • Customizable support
• Contain costs and • Monitor through mobile tickets submitted online • Historical audit tracking portal
improve compliance and chat • CRM tools • Real-time reporting • Multi-product support
with real-time view of all • 24/7 access to answers • Social monitoring • Web services SDK • Multiple SLA policies
software and hardware • Custom branding • Facebook portal • Intelligent request • Global support includes
assets in the network • Community Q&A automation support in 26 languages
• Provide 24/7 support • Contact forums • Forms authoring tools and across time zones
using voice automation • Macro usage reports • Integrates with Dropbox,
• Improve call handling • Engage with customers Google Apps, Highrise,
with ACD, IVR, skills- socially MailChimp, Nimble,
based routing and • Case history Salesforce, Shopify,
screen pop features • Whole company support Zapier and more
• Integrates with HEAT • Customer profiles
Client Management • Ticket management

© 2016, All Rights Reserved. Reproduction Prohibited.

Top 10 Help Desk Software Comparison

Zendesk TeamSupport Deskero Zoho Support Kayako

www.zendesk.com www.teamsupport.com www.deskero.com www.zoho.com www.kayako.com

Free for 1 agent; Free plan available;

Starts at $1/agent/ Starts at Starts at
Paid plans start at Paid plans start at
mo (for 3 agents) $35/agent/mo $24/agent/mo
$15/agent/mo $12/agent/mo

Select Customers Select Customers Select Customers Select Customers Select Customers
Artists.MTV, Gilt Groupe, Comcast, Fujifilm, NBA, Contact vendor for case Contact vendor for case Hitachi Europe, mtvU
Lonely Planet, Tumblr, Nokia, Walmart studies studies Online, NASA, Pearson,
Zoosk, Yammer RSPCA

Key Features Key Features Key Features Key Features Key Features

Additional Features Additional Features Additional Features Additional Features Additional Features
• Multi-channel support, • Agent collaboration tools • Receive help requests • Pulls interactions from • Easy-to-use self-service
including social media • All customer interactions from email, phone, chat, email, phone, chat, support portal
channels consolidated into one web and social networks social media, forms, • Proactively suggests
• Crowdsource ideas database • One-click reply to tickets self-service portal, answers as a customer
and post community • Customer Distress Index • Configurable website forums and more types a question
questions (CDI) tool monitors widget can collect • Automates ticket • Organizational
• Organize knowledge- customer satisfaction feedback directly assignment, service tools include tags,
base content in 40+ and helps foresee from your web page, escalations, workflows service statuses and
languages potential issues WordPress or Magento and notification rules departments
• Filter and tag tickets • Integration with email, site • Customer happiness • Create macro settings to
• Route tickets, complete live chat and Facebook • Convert email requests ratings automatically populate
tasks, flag important • Screen recordings into tickets • Customer information is several fields
issues and send • Internal social network • Instant chat tickets pulled from Zoho CRM • Custom fields and
notifications • Automatic rules to • Integrated post-it system and tickets from Zoho notifications
• Provides support team manage ticket routing • Embed videos from Support are filed in Zoho • Live chat
with a holistic view of • Integrates with CRM YouTube and Vimeo CRM • Create support centers
customers and their systems like Salesforce, directly into text • Native support for nine with unique content for
support issues Highrise and Zoho • Autocomplete text languages multi-brand support
• 100+ Zendesk apps • SLA management feature • Includes basic • Measure customer
help bring in additional • Access and permissions • Native support for social report templates and satisfaction, track team
data management networks customizable reports performance and utilize
• Internal and external • Custom data fields • Visual data dashboards actionable data
collaboration tools • Service level
management

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