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41 Free, Open Source and Top Help Desk Software
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41 Free, Open Source and Top Help Desk Software

41 Free, Open Source and Top Help Desk Software
5 (100%) 37 ratings

41 Free, Open Source and Top Help Desk Software: Help desk is a resource intended to provide the customer or end user with information and support related to products and services with the purpose to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Help desk supports are generally provided through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in house help desks designed to provide assistance to employees. There are many Free Open Source Helpdesk Software available with functionalities and features similar to proprietary solutions.

Top Free Help Desk Software : Zoho Desk, Mojo Helpdesk, Solarwinds Helpdesk, Fresh Desk, Spiceworks, C Desk, HelpDeskZ, HelpSpot are some of the top free help desk software.

Top Help Desk Software Open Source : OTRS, MantisBT, Request Tracker, osTicket, Bugzilla, Brimir, PHD Help Desk, Liberum, GLPI, SimpleDesk, Sinergia, FreeHelpDesk, Adefhelpdesk, eTicket, Triage are some of the top help desk software open source.

Top Help Desk Software : Zendesk, LiveAgent, Desk.com, Freshdesk, NABD System, Vision Helpdesk, HappyFox, TeamSupport, Salesforce Service Cloud, Intercom, Hiver, Help Scout, Kayako, AzureDesk, ConnectWise Manage, Oracle Service Cloud, Teamwork Desk, Groove, Freshservice, UseResponse, Front, Manage Engine, SysAid, HESK are some of the top help desk software.

Top Free Help Desk Software

Zoho Desk, Mojo Helpdesk, Solarwinds Helpdesk, Fresh Desk, Spiceworks, C Desk, HelpDeskZ, HelpSpot are some of the Top Free Help Desk Software
Top Free Help Desk Software
PAT Index™
 
 
 
 
 
 
 
 
 
Sisense

Sisense empower the most non-technical user with the ability to access data and build interactive dashboards and business intelligence reports. Sisense provides a variety of dashboard widgets to pinpoint the best visualization for your data, such as: geographical maps, gauges to measure KPIs, line charts to determine trends, scatter plots to see correlations, and pie charts for clear comparisons.Sisense enables to customize dashboard layout with drag-and-drop features to place each widget exactly where you want for optimal representation.

Sisense Demo

 

1

Zoho Desk

Zoho desk is a help desk software that allows companies to focus on their customers and have the support team and customers connected and interacting at all times. Support agents are allowed to organize their work based on tickets that need more attention, but also to contextualize the history of the customers and previous interactions, to create responses attaching relevant documentation, to ask for approval and to collaborate on tickets with others, all from the same single point of entry. Managers of support teams will be able to view all information relevant to the decision making process, to monitor information…

Zoho Desk

2

Mojo Helpdesk

Mojo HelpDesk is an easy to use helpdesk software to track and maintain all of the companies’ requests and complaints tickets. It has the option of centralizing all tasks related to ticket management, such as creating, reviewing, and tracking tickets. It also has the possibility of creating automatic rules for example for auto assigning, escalating, alerting agents, etc. It is possible to customize fields to access needed information easily. It has integration with emails to create tickets, review updates, and respond to tickets. It has a variety of built-in reports that can be used to track performance and to measure…

Mojo Helpdesk

3

Solarwinds Helpdesk

Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle and unifies ticketing, asset, knowledge, and change management. Its features include service request creation and self-service portal for customer access, automation of ticket routing and assignment, integration with active directory. It also includes ticket management features to automate and simplify ticket management tasks, and incident and problem management capabilities. It is possible to track SLA and to view Help Desk performance reports. It allows for a creation of a knowledge database and for an inventory of assets to be kept, and tied to tickets. It is…

Solarwinds Helpdesk

4

Fresh Desk

Freshdesk is a support teams software that allows companies to work on solutions faster. Agents will have the possibility of knowing who else is working on their tickets, use internal notes, reply with predefined templates, view tickets due date and status information at once, have context on the ticket and customer history at hand, and update properties of their tickets. Tickets are automatically created from emails sent to the support team inbox. Ticket priorities, SLAs, and business hours can be set in order to ensure proper response times for customer tickets. There are free Apps to download for iPhone and…

Fresh Desk

5

Spiceworks

Spiceworks is a free helpdesk software application specifically designed for IT teams. It provides for a help desk application that is easy to setup, and has additional custom fields for specific companies’ needs. It is made specifically for IT support, allowing analysts to track tickets and manage them from their mobile devices. It is possible to view tickets, assign them, respond to the customers, and to close tickets from the app. Furthermore, it includes a knowledge database that is fed with shared tips and learned lessons from millions of IT community members. The main features of this application are the…

Spiceworks

6

C Desk

C Desk is a service request management comprehensive tool that can handle all departments within all locations of an organization. It has several modules, such as Customer Care, Vendor Service Portal, Asset Management, Project and Tasks Management, amongst others. It is a free desktop software that includes the possibility of logging complaints, service requests, and querys. Users can log tickets to any other department within the company. The tool is meant to be used for the whole company and not only as an IT helpdesk. It even allows for a ticket to be worked by multi-departments. Security is held with…

C Desk

7

HelpDeskZ

HelpDeskZ is a PHP based system software to handle companies’ web sites support tickets. It allows for customers to log concerns, complaints, querys and requests; it includes a knowledge database to decrease the number of tickets; and it is free. Its main features include the possibility of grouping agents in groups and assigning tickets accordingly; the option to create personalized fields; the capability of performing bluck actions to do several steps with one click; the possibility of creating a knowledge database for customers to review and thus reduce the number of tickets being logged; a section to inform customer of…

HelpDeskZ

8

HelpSpot

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need. It is possible for customers to create tickets through the portal, or to have tickets created through emails, it is possible to include it a sidebar on the company’s site, and have other options programmed easily with its powerful APIs. It allows for all of the company’s support needs to be organized from one location. It allows for common ticket management features, such as: creating custom views, detection of multiple agents working on the same ticket, performing controls with permission assignment to…

HelpSpot

 

Top Help Desk Software Open Source

OTRS, MantisBT, Request Tracker, osTicket, Bugzilla, Brimir, PHD Help Desk, Liberum, GLPI, SimpleDesk, Sinergia, FreeHelpDesk, Adefhelpdesk, eTicket, Triage are the Top Help Desk Softwre Open Source.
Top Free Help Desk Software Open Source
PAT Index™
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

1

OTRS

OTRS is a ticket request system supporting help desk and IT service management worldwide. Tickets are created and appear in a queue system (Team-Postboxes), and can be moderated through a customer portal, via email or by phone and fax. The software is usable on smartphones and tablets with customized themes to suit the user. The SMS notification system alerts service employees on call to solve problems promptly, customers can receive delivery dates, order statuses, passwords or travel details directly on their mobile phone. The software is usable on smartphones and tablets with customized themes to suit the user. There are…

OTRS

2

MantisBT

MantisBT is a web-based bugtracking system that provides a platform where teams can collaborate and manage projects effectively. The platform can be used to track bugs and manage defects in software. The program is easy to install and implemented in PHP working with Windows, Linux, Mac, Solaris, and AS400/i5. Users can communicate with team members, resolve issues, manage projects and record feedback and comments with email notifications. Reports can be created and presented in written or graph form with the built-in reporting system. MantisBT is flexible for users giving the option to customize issue fields, notifications and workflow practices. The…

MantisBT

3

Request Tracker

Request Tracker is a ticket-tracking system created to manage customer requests, coordinate project tasks, and maintain workflows. Some of the features include email integration, configurable automation, and detailed permissions and roles with custom ticket lifecycles. Users can manage ticket replies with the email integration functionality, customized templates for auto-replies in HTML format are also available. RT’s Lifecycles feature offers custom workflows with ticket statuses, actions, and transitions, with the ability to action automated events when updates are made on a ticket. The platform is flexible in that users can track various types of data to be recorded. The system has…

Request Tracker

4

osTicket

osTicket is a completely free open source support ticket system which routes inquiries created through emails, web-forms and phone calls into simple web-based customer support platform. OsTicket comes with many features which again are completely free. OsTicket provides custom fields where data collected from users is customized when submitting and straighten up the issue. Custom lists and forms can be added to tickets to enable clients in making choice and can also be customized to suit the business needs. osTicket supports HTML email and allows for rich text mark-up in staff replies and notes. Filtering and sorting is enabled to…

osTicket

5

Bugzilla

Bugzilla is a defect-tracking software solution designed to keep track of bugs and defects for individual or groups of developers. The tool can track bugs and code changes, communicate with teammates, submit and review patches and manage quality assurance. Users can perform basic or advanced time-based bug searches with added filtering with the ability to create several investigations. The defect tracker sends alerts via email in relation to bug modifications and project statuses, users have the option to regulate the amount of communication they receive. Scheduled reports are delivered by email with specified results with limitations on who has access…

Bugzilla

6

Brimir

BRIMIR is a helpdesk solution designed to manage workflow with a number of features covering customer support using incoming email, reply via email, and customizable user signatures. The system maintains visibility and central control in handling assigned tickets to team members using email notification so that users can login and reply, resolve problems swiftly and be focused on immediate tasks. Agents can change the status, priority and labels of tickets and have tickets assigned to them. The software enables users to create rules to assign tickets automatically, streamlining workflow to reduce task levels for teams. Users are able to add…

Brimir

7

PHD Help Desk

PHD Help desk is a software used in registry and is meant to be used as a help desk to follow up incidents in a company or organization. This has been used world wide and users helped in coming up with its functionalities to make achieve its objective. With a combination of PHD, MySQL and Javascript, the PHP Help desk can be installed in any server including the latest version. The latest version of PHD Help Desk is 2.12. The software works ina number of ways. Incidents are registered and classified into levels such as type, sub-type, the state of…

PHD Help Desk

8

Liberum

Liberum is a Help Desk software with the ability to gives solutions to small and medium IT service providers. It is very easy and simple to use and it is efficient in managing and tracking technical problems. Liberum is also easily accessed through GPL licence. Liberum has key features. Liberum avails an active directory authentication. The system runs on IIS with a full web-based interface. It has the ability to configure email notifications. It sends short messages to the most critical tickets. Liberum gives reports on usage when required. Customizations can be done to suit the clients need and structure…

Liberum

9

GLPI

GLPI is an application software that acts as Information resource manager to help administrators in their work. It builds a database of inventory in your company and assists administrators in job tracking and mail notification. Its main key features are its ability to maintain the specifics of each inventory in all technical resources and their features. The application also manages the users functions and requests as well as maintain actions and bound procedures. GLPI has many other features. It has the ability to manage multi-parks and multi-structures. GLPI manages the many users of the application. It can work with multiple…

GLPI

10

SimpleDesk

Simple desk is a software that offers help desk solutions through a ticket based interface. Simple Desk can be traced back from 2009, with a mission to become a leader in internet software that enables solid support services to enhance end user satisfaction. Key features of Simple Desk include; Ticket management, which is one of the major functions of Simple Desk. It lists and views available tickets. New tickets can be posted, edited and replied to. With Simple Desk you can create new fields to track additional data. Custom fields contain texts, numeric data,and these fields can be attached to…

SimpleDesk

11

Sinergia

Sinergia is a software for IT software developers which provides a net based solution solving the problem of workflow and Windows Communication Foundation, bringing new development in the IT field. Sinergia delivers a customizable platform to bring forth fast development of software solutions. Sinergia integrates with an entreprise's software ecosystem which take advantage of the benefits of the latest version of Microsoft Net. Sinergia's main functionalities include Help Desk and Ticket Management Solution, Claim management and order tracking. In Help Desk, the user fills a web form to report a technical incidence. Sinergia can be customized according to the enterprises'…

Sinergia

12

FreeHelpDesk

Free Help Desk Software is a system used to track and respond to help desk calls in a fast and more efficient way. The system is suitable for any organization whether large,medium or small. Many advantages come along with using Free Help Desk Software. Customer service is improved and response time is also improved and made faster.The technological cost involved is also low. Free Help Desk software functions in such a manner as to enabling IT staff to handle help desk calls in a structured manner which is countable every time a call is answered. All calls answered are entered…

FreeHelpDesk

13

Adefhelpdesk

AdefHelpDesk is a software used to give solutions to technical problems and it comes in two versions; Standard ASP.NET application and DotNetNuke Module. AdefHelpDesk incorporates a portal which has many users. Many tickets can also be asssigned to the many number of users. AdefHelpDesk has the ability to create groups and fit users into specific groups that match their roles. AdefHelpdesk provides for full coding. AdefHelpDesk is multi-lingual supporting the use of several languages and this widens the level of support as many users can benefit from the software. Both the users with accounts and those without accounts have the…

Adefhelpdesk

14

eTicket

eTicket is a HelpDesk Solution that uses a PHP-based electronic support by receiving tickets through emails or /and webforms. eTicket comes with many features which are easy and ideal to use and are compatible with any website. The major features of eTicket include the ability to support aliases and or piping with perl gateway. It also supports POP3 login. It uses three types of databases; Perl gateway, PHP backened and MySQL database. It receives unlimited number of emails and therefore can handles alot of requests at a time. Panels are well customized for users and administrators to suit their role…

eTicket

15

Triage

Triage is a web-based application offering helpdesk solutions which is written in Java and it provides an interface for handling tickets with notes and solutions . It uses Hybernate and ZK libraries. Triage allows for full-text search indexing. It is also possible to do plug-ins generating tickets from external sources. These external sources include asterisk, OpenNMS, Nagios, IMAP, POP3 among others. As long as a platform is supported by Java application, Triage will perform and function well. Development of Triage is done on Linux. Some of the key features of Triage include; an overview of the goals and objectives of…

Triage

 

Top Help Desk Software

Zendesk, LiveAgent, Desk.com, Freshdesk, NABD System, Vision Helpdesk, HappyFox, TeamSupport, Salesforce Service Cloud, Intercom, Hiver, Help Scout, Kayako, AzureDesk, ConnectWise Manage, Oracle Service Cloud, Teamwork Desk, Groove, Freshservice, UseResponse, Front, Manage Engine, SysAid, HESK are the Top Help Desk Software
Top Help Desk Software
PAT Index™
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

1

Zendesk

Zendesk is a cloud-based customer service software solution which is fast, easy to use and accessible anywhere from any device for companies and industries of all sizes and support teams and their customers worldwide. Zendesk has features such as flexible ticket management with automated workflow, multi-channel support: email, web, phone, chat, social media, mobile support with native iPhone, iPad, and android apps, robust reporting and advanced analytics, customer facing web interface that you can easily brand , knowledge base portal and community forums included, over 100 out-of-the-box integrations with 3rd party apps, open API enabling seamless integration into your business,…

Zendesk

2

LiveAgent

LiveAgent help desk is multi-channel customer support software with features that support a personalized customer service. Live Agent’s Universal inbox lets you and your team to view and respond to support tickets, and give a status update on a customer’s issue or request. Every ticket contains the complete stream of chat messages, emails, phone calls or messages from other communication channels about the same incident or issue reported by a customer. LiveAgent ticket management system is completely automated and can filter tickets according to preset categories helping you assign tasks to the right support representatives at the right time. You…

LiveAgent

3

Desk.com

Desk.com Helpdesk offers a 360-degree view of your customers, easy integrations, and part-time agents. Desk.com Helpdesk is designed to manage helpdesk requests across all communication channels. It enables you to interact with customers through email, phone conversations, or social media platforms like Facebook, Twitter etc. You can also interact with customers in real-time through a Desk.com chat window, or through integration with apps like Olark, SnapEngage, or LiveChat. This empowers your agents to resolve customer issues quickly and offer helpdesk service more efficiently. Desk.com features productivity tools that help automate helpdesk support and workflows, thereby helping service agents tackle complex…

Desk.com

4

Freshdesk

Freshdesk is a support suite that has collaborative-focused features like consolidated correspondence, team huddle, and team inbox. Ticket Information, properties and correspondence from multiple channels is visible in just one screen laid out in a simple, intuitive interface. The Team Inbox gives a view of the ticketing queue along with information on who is assigned to the ticket, ticket topic and priority level. Service level agreements per priority can be customized is automatically applied by Freshdesk to received tickets. Freshdesk also has a mobile app for Android and Iphone allowing the support team to respond to tickets anywhere. Freshdesk supports…

Freshdesk

5

NABD System

NABD System customer service software is a workflow based help desk solution that delivers the right technology and tools to satisfy both your customers and staff. NABD features a unified dashboard that delivers an automated case management system. It streamlines and automates customers’ cases and lets you manage them with a prioritized action queue to ensure efficient complaint investigation. This advanced capability eases the workload for your agents and accelerates the case resolution process. Productivity tools help your support team with their daily tasks easier with the help of reminders, follow ups, calendars, template correspondences, and more. NABD collaboration tools…

NABD System

6

Vision Helpdesk

Vision help desk ticketing system supports multi-Channel communication letting you convert emails, phone calls, social media chats, and web requests into tickets, and keep them organized in a centralized place where they are categorized and assigned to the right staff agent in your organization. Vision help desk helps you automate multiple customer service operations including workflows using rule based criteria, and define actions based on events and criteria. It allows you to setup business hours, create multiple SLA and multi-level escalation rules to offer timely response and resolution to your customers. You can also get email notifications and alerts based…

Vision Helpdesk

7

HappyFox

HappyFox is a practical help desk and customer support software solution. HappyFox Email ticketing system enables you to segment emails according to pre-defined ticket categories like products, sales, and support. Email ticketing system utilizes a round robin algorithm to identify and automatically assign tickets to the right agent and also prioritize those tickets that require immediate attention. You can then monitor support tickets to gain complete visibility of all the actions on a ticket allowing you to share constant updates with your customers about status of their issues. You can also accelerate standard responses using pre-defined email responses easing the…

HappyFox

8

TeamSupport

TeamSupport Helpdesk software provides organization, automation, and collaboration, of your tickets and customers, enabling you to provide better customer support. TeamSupport customer management feature allows you to easily track and view customer details and issues, or customer distress index and alerts. Timesupport helpdesk ticketing system gives you visibility into all customer tickets with customizable automations of ticket reminders and routing. TeamSupport also has an integrated product database for easy tracking. It allows you to associate products with customers and track customer issues based on products. TeamSupport allows you to collaborate and interact with you team effortlessly through a shared calendar…

TeamSupport

9

Salesforce Service Cloud

Salesforce Service Cloud Einstein helps close customer cases faster, provide smarter service, personalize customer care, and deliver support anywhere. Agents are able to manage cases, track customer history, view dashboards, all in one single platform. Service Cloud Einstein Lightning console features a Lightning console that contains all the information your agents need to offer quality service. It features a live chat tool, Live Agent, which allows real-time personal interactions between customers and service agents. Service Cloud Einstein also features a customer self-service portal where customers can look-up information and frequently asked questions to get answers they need quickly, anytime and…

Salesforce Service Cloud

10

Intercom

Intercom is Helpdesk app that helps sales, marketing, and support teams better communicate with customers. Intercom lets you help customers and manage support requests personally or as a team via in-app or website chat, email, and social - all in one place. It helps you to group teammates by expertise so you can automatically assign conversations to the right service agent or team based on the customer, keywords, and more. Intercom enables you to create a public help center where people can find answers to the most frequently asked questions and provides an Intercom team inbox that let customers get…

Intercom

11

Hiver

Hiver help desk gives you the power to automate repetitive tasks, see reports on your team’s performance and integrate with other tools you use. Hiver lets you have a shared mailbox with your team right from their own Gmail accounts without switching between multiple accounts. It lets you assign emails to team members, track tasks, and highlight them as done once executed. Hiver monitors emails for collision detection letting you get notified when someone else is replying to an email in a shared mailbox or to an email shared with you using shared labels. Shared mailbox analytics helps you get…

Hiver

12

Help Scout

Help Scout help desk lets you create multiple mailboxes for each shared email address so you can work seamlessly across departments, or manage several products/brands from a single account. Help scout’s collaboration features support teamwork and increases productivity. Help Scout Webhooks give you real-time alerts and notifications when people are viewing or replying to the same conversation. Tags enable you to categorize conversations, monitor trends and trigger Workflows. Help Scout lets you create replies that you can save and insert in replies to commonly asked questions. Another collaboration tool is email notes that can be shared using @mentions to engage…

Help Scout

13

Kayako

Kayako is an SaaS helpdesk software that provides multiple features supporting customers through multiple channels including e-mail, chat, facebook and twitter.Its interface is clean and simple, almost resembling social media channels. All information per customer is unified in one record and one window, including service history and activities apart from basic profile information allowing easier support and efficiency instead of toggling between multiple tools. Important information is easily viewed at a glance and conversations from multiple channels are consolidated into one channel which allows for a more consistent and organized response.Consolidated communication from different channels allow agents to provide a…

Kayako

14

AzureDesk

AzureDesk is a customer support software that providing essential features to efficiently and effectively address helpdesk tickets. Its Ticket Management feature provides the necessary and customizable fields to supporting issue resolution. It also allows users to categorize cases including fields for priority, issue type, and channel allowing better prioritization, assignment and reporting. Users can also attach needed images, input case notes, and apply tags for easier management. Users can also add customized fields for cases with options to control visibility to customers.While AzureDesk has its own e-mail domain which can be used for customer correspondence, users can opt to auto-forward…

AzureDesk

15

ConnectWise Manage

ConnectWise is a comprehensive business management suite that consolidates multiple business processes from procurement, sales, marketing to service delivery and support. As all these processes are accessed, visible and managed under one platform this allows a unified and complete view of the customer profile and journey as well allow collection of data through connecting different workflows and relationships between business processes. Having a centralized view of the various business sections in reporting and analytics also allows the managers and executives to form well-considered and data-driven strategies and business decisions. Its helpdesk ticketing feature is simple but provides powerful functions like…

ConnectWise Manage

16

Oracle Service Cloud

Oracle Service Cloud is a simple, multi-channel, cloud-based customer service tool that provides the key basic features for customer support. It has a web service feature that empowers customers through self-service with co-browse support while also linking to live chat for further support needs. Support is carried through cross-channels with features including: case management, guided resolution, customer engagement, social contact center, agent mobility, and a centralized agent desktop. Its Knowledge Management is full-featured allowing proper maintenance and integrity of the knowledge base. This includes functions for: content authoring, semantic search, guided knowledge, knowledge analytics, integrated apps, knowledge API’s. It also…

Oracle Service Cloud

17

Teamwork Desk

Teamworkdesk is a helpdesk tool with complete essential features for ticket management and online helpdesk. Its Ticket Management interface is simple and easy to use. Ticket assignments are straight forward, notes can be shared privately within the team or made visible to customers, ticket status is updated by users, correspondence and customer information and support history are all visible in one screen. Teamworkdesk supports agent’s efficiency in resolution through its features that cover: case tagging for reporting, assignment and workflow automation, auto-replies and template responses, keyboard shortcuts, smart, and Mass Actions . Its Ticket Management feature also avoids duplicates and…

Teamwork Desk

18

Groove

Groove is a ticketing system and support software that helps small business manage online customer support through multiple features covering ticket management, knowledge base building and management, live chat support, e-mail support and support widget. Groove can be integrated with e-mail and can be used to note phone conversations but can be integrated with Slack chat to provide live chat support as well as be customized to add-on Self-Service support through a Knowledge Base, Custom Contact Form for customers, CSAT ratings, and can be integrated with other 3rd party applications. It also lets the company to customize the customer profile…

Groove

19

Freshservice

Freshservice is simple and straight-forward cloud-based IT-support software that covers multi-channel support which can be tailor-fit to the business needs.Freshservices allows the IT team to support the business efficiently through a smart incident management system that can accept reports and requests through multiple channels. It can allows users to customize automated response and solutions for more efficient resolution. Apart from IT Freshservice also features an organized service catalog that can be connected to other departments and allow employees to reach and file requests to designated departments easily, while also allowing the other end to organize and manage these tickets for…

Freshservice

20

UseResponse

UserResponse support suite automates, tracks and organizes support queries and concerns from over 5 different channels. This includes: Chat, Email, Website, Social Networks, Support Widgets, API & 3rd Party Integrations. UserResponse has a simple and intuitive interface that organizes functions and features into upper tabs and side buttons visible and accessible in just one screen including: Hot Topics, Knowledge Base, Ticket Submission, Notifications, Employee and Customer Profile and other key functions. But it also allows the company to organize the interface and arrange it to allow a more efficient workflow through screen navigation and ensuring that the most up-to-date and…

UseResponse

21

Front

Front is a simple support that centralizes customer correspondence and information into one platform. It features a multi-channel inbox that can send and receive communication from e-mail, social media and sms. Internal and customer-visible communication can be managed through the same system with options on visibility.Since it consolidates information and allows internal communications between the support team members no other communication channel is required for team communication. But to prevent collision of communication in a single customer correspondence the software comes with collision detection to better manage real time communication with a customer during collaborative resolution.Front allows a more efficient…

Front

22

Manage Engine

Manage Engine ServiceDesk Plus is an IT help desk software that provides visibility and central control to manage IT issues. Its main features include the possibility of creating workflows based on best ITSM practices, of integrating with IT management apps, of automating. It has extensive reporting capabilities, and it is possible to customize it with coding options. It is available to be deployed on the cloud or on the company’s premises. The software is ITIL ready with its incident management, service catalog (you can list your services to customers), problem management, change management (approval and process workflows), CMDB (track and…

Manage Engine

23

SysAid

SysAid is a simple and yet powerful help desk ITSM (IT Service Management), HelpDesk and Service Desk solution. Its main features include a Help Desk, IT Asset Management, and tools for analyzing IT performance. As for Help Desk Software, it includes the following features: ticket management processes handling with automation possibilities; self-service portal to submit tickets, chat with agents, and consult the knowledge database; possibility of creating a knowledge database with how-tos; option for users to reset passwords; remote control capabilities for agents to access devices and resolve issues from everywhere. As for IT Asset Management, it is possible to…

SysAid

24

HESK

HESK is a fast, secure, and free user-friendly help desk software. It is used to organize, to receive and to track and resolve issues logged by customers. It supports the creation of a knowledge database to decrease the number of support requests, by giving access to end customers. It supports a unique location to handle all ITSM solutions for IT support. It allows for all IT tasks to be managed from a single point of access with a powerful ticket management tool and automation options. Tickets can be prioritized and organized into categories. There are filtering options to search for…

HESK

7 Reviews
  • October 10, 2016 at 3:29 am

    ADDITIONAL INFORMATION
    TRY C-DESK.. Good service desk / helpdesk application with lots of other features for whole organisation.
    Service request management Not only for IT but for all departments. So service category can be assigned to anyone and he starts receiving requests raised by others for that category..
    Asset management . It covers life cycle of all assets not only IT and networked assets..
    Knowledge base.
    Photo gallery.
    notice board.
    Log book.
    Active directory integration.. so users can login with same username and password.
    Monitored Tasks and project management.
    Surveys and Polls.
    Customer care module so that customer service requests are routed to internal users.
    and many other features .. It basically works like a tailor made intranet solution

    You just need to register your organization and you get a free license key with
    http://www.cdesk.in

  • January 11, 2017 at 7:55 am

    ADDITIONAL INFORMATION
    Nice roundup. Have you tried any cloud-based help desk software? Take a look at Apptivo, a complete structured and affordable ticket tracking portal.
    Check this out: http://www.apptivo.com/web-help-desk/

  • July 31, 2017 at 5:21 am

    ADDITIONAL INFORMATION
    Nice list, I’d also add one more helpdesk with free pricing plan – Deskun (https://deskun.com/). You can use channels such as email, live chat, messengers for customer support.

  • Rob Boleno
    December 15, 2017 at 10:32 am

    ADDITIONAL INFORMATION
    Lots of contenders here, but they’re so expensive. I used Zendesk but had to pair it with PagerDuty just to get notifications once I received tickets. Both charge per user per month. Both were buggy.

    I recently came across and now use ngDesk, which has all the features Zendesk’s Support platform in addition to the notifications PagerDuty had. Plus they have free live chat, free IVR, and free active directory. Lots of perks for no cash? Watch out for ngDesk.

  • June 15, 2018 at 10:54 pm

    ADDITIONAL INFORMATION
    Personally I would think that GLPI can not be cataloged or typeset in a helpdesk product, because it is more of a service desk tool, so just comparing one of its components for example with OTRS that is 100% just help desk does not make sense to me, because I would like to compare the management of projects, documents, contracts, knowledge base, inventories, fixed assets among others between GLPI and OTRS, according to my humble opinion there is no point of comparison, because a lot of what I describe that GLPI can do does not even OTRS

  • August 22, 2018 at 9:13 am

    ADDITIONAL INFORMATION
    The best list i have ever seen in the internet. As @Rob said, there are many buggy and technology gaps in most of the platforms we have used in the past. Given the amount of tools available in the market it’s always a challenge to choose one over the other. I work for the product called BizTalk360 an B2B product in the integration space, we struggled with a lot of challenges maintaining the documentation (a core product in most of the helpdesk software) for the product. After 3 years of frustration, we decided to address the gaps in this segment and came with a brand new product called Document360 .

    The major gaps I see in today market are Version control, Screenshots management, Supporting multiple version of the product, No backup/restore mechanism, No support for multi-author articles, Release notes management, Articles redirection, Analytics (like page views, search queries, engagement etc), Clean category navigation styles, 404 pages, Article internal & external commenting, good search, uncluttered authoring experience, speed of loading (both public facing and internal tooling) etc.

  • Gabe Wilson
    September 20, 2018 at 9:10 am

    ADDITIONAL INFORMATION
    u forgot about userhorn.com

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About The Author
imanuel