Gian Pepe
Gian Pepecofounder @jumper_media

What's the best Help Desk software in 2018?

I'm looking to bring order to chaos of our Customer Success team. Currently we have 6 people on the team and do not use any kind of ticketing software, nor project management software. We use Base CRM with both the Sales and Customer Success Teams, and everyone uses Slack internally. In our business we want our Customer Success Managers to develop personal, ongoing relationships with around 150 clients they are assigned to. To do so they schedule kickoff / check-in calls (proactive), and receive incoming support emails (reactive). Inbound (reactive) support requests go directly to their work emails right now. I am looking for tools to help us better track / analyze how our team is doing at responding to requests and fixing things in a timely fashion. Also would like to be able to assign them tasks related to a certain customers account, and be able to make sure it gets done. Good suggestions/recommendations could be really lightweight apps/tools, or something more robust like a full ticketing system. Open to just about anything ya'll recommend!
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12 recommended
  1. 56
    Freshdesk

    Everything you need to deliver exceptional customer support.

    Tejas Kinger
    Tejas Kinger20SaaS Product Marketing @ Freshworks Inc · Written
    Hey Gian! I think something like Freshdesk might be really really useful. It has a robust ticketing system, comes with built-in phone and email. It is a fairly lightweight tool, and it suits your requirements to the T. The support team is always available, and there's a 30-day free trial as well. I'd suggest you take it for a spin.
    Comments (1)Share
    Ankur Kumar
    Ankur KumarLearner on daily basis · Written
    One of the best out there, no doubt.
    CommentsShare
    • It's the best software for customer support that I have ever used. Also, I like its integration with TMetric, it allows me to track how much time was spent on the overall activity in Freshdesk.

    • My teams been using this for over a month and they love it. It's increased visibility on production and helped us get a handle on customer satisfaction per ticket.

  2. 33
    Zendesk

    Software for better customer service.

    Kristian Kabuay
    Kristian KabuayArtist @ Kabuay.com · Written
    Easy to use
    CommentsShare
    Naya Moss
    Naya MossFounder of Culturefiy and Frauvis · Edited
    Zendesk is really great but very expensive. For small startups or small, it teams it may be overpriced. But otherwise has one of the best automation, workflows, and integrations. I do have to say, this is where price comes into effect. The onboarding, documentation, training videos are honestly the best in class. If you plan to use Zendesk for a non-technical team or sales, it's perfect. Not much of a learning curve. Not so great for assigning task.
    CommentsShare
  3. 27
    Help Scout 2.0

    Help desk software for a more human & helpful experience

    Mangesh
    MangeshI Design Products · Written
    Simple and very focused from help desk point of view.
    CommentsShare
  4. Rethika Rao
    Rethika Rao4Digital Marketing Evangelist · Written
    Hello, As you are proactively searching for a ticketing software, I suggest Agile CRM's help desk automation tool which would enable you to create groups, assign tickets to group members and monitor the status of each ticket(new, open, pending and closed). Once a ticket is registered on a certain customer, their contact information is automatically saved in the contact management software. You can also send emails directly to the customer's work email id from the help desk software of Agile CRM. You can tag your tickets to segment them for better administration. With the help of project management tools, you can automate assigning of tasks to team members based on certain criteria(which you can define) and you can also specify the deadlines of each task. Apart from these features, Agile CRM also offers marketing sales automation software as it is an all-in-one software. You can manage up to 1000 contacts for free on Agile CRM and this gets unlimited for a paid account.
    Comments (1)Share
    Aysha Ayub
    Aysha AyubDigital Marketing Analyst · Written
    Hello, Gian Service and customer success are two important factors that both builds and breaks the reputation of a firm/company. Be it a handful of clients or x number of clients customer service is a must. The service provided by customer support can directly act on the negative/positive feedback of the clients. In such cases having a robust and systemic path for tickets is mandatory. Creating new tickets by the customers and directing them to the concerned team for a followup is the basic plan of a customer success team. But, this raises issues of tracking and managing the tickets. With Agile CRM's ticket management you can proactively participate in the customer service. Label the tickets according to the topic and automatically direct them to the concerned team member. Create, store, and send automated replies to the tickets with the similar query. Have a crystal clear view about the status and followups of the tickets in your customized dashboard. Have an explicit view of inbound, active emails here. Worried about crossing the deadline? Worry not! :) Agile CRM has got it covered too. Create trigger campaigns to send you timely alerts about the status and due date of the ticket. Check and analyze the report in graphical view in the reports section. Have a clear understanding with customers with Service Level Agreement (SLA). This allows you to be transparent with your customers and hence retaining your customers. Agile CRM is an All-in-One CRM with Sales, Marketing, and Service automation. You can always create a free account :) For clear insights about ticketing and helpdesk check out their website :) Here, is the link: https://www.agilecrm.com/helpdesk
    CommentsShare
  5. 3
    Drift 2.0

    A scalable way to talk to your customers

    Samuel Epodoi
    Samuel EpodoiSoftware Developer | AI enthusiast. · Written
    Hey! I recommend drift. It's Easy to use and can be integrated into Slack. And it's free for one user! I'd suggest you try it out.
    CommentsShare
    Fred Cutler
    Fred CutlerEdtech. Prof @UBC & founder, WeVu. · Written
    Best ROI because it's so sales/marketing-oriented.
    CommentsShare
    • Stephen Courtney
      Stephen CourtneyDigital marketing blogger

      My colleague wrote a full article (https://buff.ly/2PM87TA) about Drift, Intercom and Crisp

      Drift is a great product, but it lacked a few features we wanted

      It also had some problems with loading

    • Richard Daniel
      Richard DanielDashcam and autogadget CEO/expert

      I used it more than 2 months in and I do not recommend it. Why?

      - its slow. Tested via gtmetrix, here is 30-40% more make Ur site more slow

      - default setting for free plan. Here is no tell in description what on your website EVERYtime will be open dialog window for new visitors. And its not possible to disable it for free plan. Do you know how an open chat window infuriates visitors on the first visit? About 20% of the traffic you lose is simply due to this setting. And drift turned ON and default to all free customers.

      - support at free plan. First answer got immediately, next - 2 days, last - here is left 4 days and not answer.

  6. 3
    Zoho Desk

    Context-aware help desk software for better customer service

    Chinmayee Mishra
    Chinmayee MishraCommunity Specialist @ Zoho · Edited
    Hey Gian, I think Zoho Desk would fit your needs and here’s why: Multi-channel: Zoho Desk lets you manage customer conversations on a single screen, whether they came in from email, phone, social media, or your website. Automation: It can assign tickets to agents based on their availability or some specific conditions. After that, it looks at the context behind the ticket, and shows your agents the tickets that need their attention the most. Collaboration: It's integrated with Slack (and Jira!) so your agents can collaborate among themselves and with the rest of your company. There's also agent collision warning, team chat, and lots more! Extensibility: You can insert widgets within the agent interface to pull in details from other tools, perform quick actions through webhooks, and pretty much connect Zoho Desk to any other software you use! Reporting: It comes with several reports and dashboard already, and you can build your own set as well. It also connects to Zoho's BI application, Zoho Reports. Zoho Desk is a part of the Zoho suite of over 40 products, so if you need another application related to your help desk, there's a very good chance you'll find that Zoho has it!  Our support team can have you up and running quickly. If you're the DIY person, there's a 15-day no-credit-card free trial as well. Head over to zoho.com/desk to learn more.
    CommentsShare
    • Elias Rocha
      Elias RochaCS Supervisor

      Excellent tool for Help Desk, many more options than the old app and easy to use.

      It Would be great if Desk could have a connection to open ZOHO CRM Potentials from tickets and able to relate to agent, account, contact.

  7. Vitaliy Verbenko
    Vitaliy VerbenkoRegular Canadian guy · Written
    I think Helprace is a good option for you. It's a help desk (but more than that), it's a feedback and knowledge base software, tightly integrated between one another. Speaking of being proactive - this means you can set up a self-service portal that will bring your customers closer to the right answer. Best of all, it's excellent for small teams because it's one of the most competitively priced help desks out there.
    CommentsShare
  8. 1
    Talkus

    Chat with your website users from Slack

    Guillaume Moubeche
    Guillaume MoubecheCo-founder @ lemlist · Written
    Easy to use and directly integrated into Slack. Allow us to save a lot of time Price is per team and not per user.
    CommentsShare
  9. 1
    Intercom

    Communicate personally with every single customer.

    Sahil Parikh
    Sahil ParikhFounder, Brightpod.com · Written
    We prefer to use Intercom - helpdesk, messaging and a CRM tool built into one. So, when you are responding to a customer you know a lot of meta-data (plan, when they signed up etc.) to help you build context. I would never go back to a standalone helpdesk tool.
    CommentsShare
    • We use Intercom as our primary communication tool with our SaaS users from Day 1 and have scaled with them since.

    • Matt Pliszka
      Matt Pliszkaresearching SaaS software @ pickSaaS.com

      A great application to automate engagement with your visitors, focusing on personal approach towards your customers

  10. 1
    Kommunicate

    A human + bot hybrid customer support platform

    Satadeep Biswas
    Satadeep BiswasHead of Marketing, Applozic Inc. · Written
    Hi Gian I would request you to take a look at Kommunicate, as it perfectly fits the bill as per your specifications. Kommunicate brings the best of 3 worlds into one: 1. Live Chat Support 2. Chatbots Integration 3. Knowledge Base Builder The Live Chat feature comes with all the requisite elements like rule-based routing, agent assignment etc. so that you can support your customers at scale. Kommunicate has pre-built bots that you can integrate with a single click and also supports custom bot integration. You can build a knowledge base of FAQs and host it on a webpage or integrate it within the chat widget itself. Apart from these, you can access metrics and reports from a central dashboard, enable actionable messages with rich messaging templates and get notified about incoming queries on email. We have a 30-Day Trial and you don't need to share your credit card details for that, so I'd suggest you signup for it and take it out for a spin.
    CommentsShare
    • Chetan R
      Chetan RChethStudios

      Curious to know the roadmap for this. More key differentiators should be added to the product. Will update this review when I actually test it out.

    • Syed Zainul Haque
      Syed Zainul HaqueAssistant Marketing Manager,Conversion B

      It has good analytics in place and allows you to have personalized customer support and use bots as well

  11. 1
    LiveChat

    Premium live chat and help desk software for business.

    Daria Zwierz
    Daria ZwierzOnline Community Enthusiast · Written
    LiveChat combines both features of a powerful chat and helpdesk software. Full of useful chat tools that will save your time, help you gather and convert leads.
    CommentsShare
    • Kaan Aksoy
      Kaan AksoyA person who doesn't headlines

      It is a solid product but one thing (quite silly in my opinion) makes it quite useless in our case.

      If a visitor does not provide his details the at the beginning (they call it pre-chat survey) you can not add those details (email,name) afterwards.

      You can have a 2 hours chat session with a visitor but visitor will stay as unknown since you can not add the information you gathered during the chat session. How st..id is that?

    • Matt Pliszka
      Matt Pliszkaresearching SaaS software @ pickSaaS.com

      Love LiveChat for its simplicity, easy integration and customer support 👍

  12. Remco de Vries
    Remco de VriesMarketer, inSided · Written
    It's not just about the tool, but also about the customer's experience. I would, therefore, recommend looking at community software. Community software lets you effectively scale support (and reduce costs) while leveraging all the benefits an active community brings for: - Branding - Customer engagement - Crowdsourcing either support or innovation - Creating an ever-growing knowledgebase, written in the language of your customer - Ranking in Google through User Generated Content - Managing the influx of support questions by making sure the most useful content always shows up Etc There's a lot of experience in this area already and proven results. Check out the website.
    CommentsShare