Top Help Desk Software and Ticketing Systems in 2024

The most helpful features are the organizational tools, such as flagging tickets based on priority, department, etc. Tickets can also be assigned to individual users regardless of group and team.

What I like the most about HelpDesk is its interface. It's very interactive and engaging. The user interface and experience also seem quite decent, with the necessary features.

I love how easy and streamlined it's to seek assistance. It definitely changed the definition of how we collaborate across the organization. Couldn't ask for more. This is indeed awesome!

I like the search engine function and the UX design, which is very user-friendly.

I like the fact that I can get assistance from the IT department very fast your because of this software.

With HelpDesk, I can allocate support admins specific tickets to be handled by them in the departments.

HelpDesk is a one-stop software that provides centralized information and supports management to end-users.

With HelpDesk software, one can easily raise tickets for their concerns.

It facilitates handling queries based on automated routing, prioritization, and categorization.

For using Help Desk, we only need a web browser to access help desk services, which makes it the most effortless and best option among users.

It's suitable for all companies regardless of company size, whether small or large.

Intuitive UI. Easy to self-study and self-deploy. Global-wide search is very useful as well.

Customers can create tickets for us to attend easily and help them.

FreshService seems more like a new branching out for the company, with a complete set of tools but lacking refinement in a lot of places.

There are also odd quirks, like the Discuss feature button being available, even though the Discuss feature doesn't work on FreshService yet.

It has solid overall build quality and supports ITIL standards and data capture in many areas. We also have the asset tracking component, which has been helpful.

The mobile app is a bit of a letdown as it doesn't have a dashboard like the main site, which makes it much more tedious to look for ticket queues.

The ticket management, asset management, knowledgebase, and workflow automation have been a huge help and really a great solution for the specific needs.

The Notification spam through the app is terrible, pinging each notification one at a time to the phone, which is especially annoying when it sends over 30 notifications and doesn't group them.

Keep track of who is doing what. We have tried the asset management, and it was okay at best.

Having to install an agent on each PC in the organization can be a pain, depending on how your organization is setup. And, honestly, there's no email alerting yet.

If you've never used an IT Help Desk tool before, then SpiceWorks is a great place to start as they're easy to use, have a large support community, and integrate well with other tools.

The support wasn't too responsive on my end.

This is an extremely full-featured monitoring software with great helpdesk and inventory support. Technical support is extremely responsive, and the community is amazing.

Advanced features are limited, as is reporting capability.

Free and effective integration with inventory and depreciation changes. It's a great dashboard that we use in the office for ownership and management.

This solution is great for tracking incidents, solutions, problems, etc, for company IT departments. It provides an easy-to-use interface that allows for easy creation of FAQs and a Solutions Database.

Getting confused sometimes about where a specific feature may be.

We started with asset management and are now about to expand to the service desk, which looks like it has some awesome features we plan to utilize right away, like workflows and Jira integration.

The Chat response from an agent on SolarWinds takes time to respond. If there's an outage, the email delivery is slightly delayed for the announcement.

The power points in using a hosted solution are functionality, speed, intuitiveness, reliability, and cost-effectiveness. Samanage has succeeded in all these areas.

Limited integration options and support can be quicker.

We were also impressed with the flexibility of the licensing and the willingness to help package exactly what we needed for our solution.

Built-in email feature that allows you to send mail to requesters or support teams without having to open your mailing software.

Spooling of reports can sometimes be hectic due to the size of the data.

SysAid is easy to use and easy to integrate.

It costs money for more administrators but can be implemented for more departments.

The support from SysAid and the tech enablement sessions were outstanding.

The platform's pre-built functionality is excellent for handling support tickets, and it's highly customizable to fit any organization's specific requirements.

The old-style interface, but that is also a thing of the past now that we are moving into the cloud, and there new UX/UI is coming out early next year.

[...] you can text, email, live chat, and social media.

[...] they tell you are "included with your subscription," and the training options are insane.

it's a pretty good dashboard to track the support tickets as well as team performance.

Getting the support to understand how to best use the product was a challenge sometimes.

If you create a view correctly, you can easily understand the scope of correspondence for each department.

It can connect with many different communication sources, although some need 3rd party connection tools.

There are issues at times with uploading data and exporting data. Sometimes data is deleted or missing for no reason.

The price is high if the use you are going to give to the tool is basic.

Ease of use, low cost, scalable packages, solid integrations, and some of the best support we've worked on clearly describe Happy Fox.

It isn't easy to understand who received what (when a part of a grouping/team). Easy to get lost in the software.

Overall, this has been a very useful tool for internal maintenance requests.

Cannot export tickets in full, only the original first message (this is very disappointing). Faced several downtimes in which it was impossible to access the platform and manage tickets.

It was a great product, a great connection, and overall, a very smooth experience right from the initial discussion till the closure of the deal.

HappyFox may have a learning curve for users unfamiliar with ticketing systems or customer support software.

You can set up automated responses, and ticket forms are customizable. Great software, and its app is helpful and great

The reporting is very challenging. I wish they had better reporting capabilities.

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians.

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost.

The UI of the application can be improved so it can become more user-friendly.

Lots of great features are included in the package; the support ticket system works well, it has a nice dashboard, hundreds of features, and it's customizable.

The mobile app isn’t very good. Reporting is awful; it has to be exported and then manually manipulated in raw format.

Easy setup, multifunctional, customizable, and excellent for streamlining ticketing, change management, and inventory tracking.

Needs more customization options for request modules and improved support, occasional shortcomings, and costly add-ons.

Ease of use is one of the best things about TeamSupport, along with the fact that our support folks also use it for tracking outside tickets. Integration history is all great.

Having all the requests for help in one central location is quite convenient. 

The configuration and setup are very non-intuitive and confusing.

I can reach out to them at any time, and someone is available to assist me. They always seem happy to hear from you, and it's like talking to an old friend.

To begin with, the system is clunky. Maybe they're trying to be all things to all people, but in trying to be so broad in scope, they missed the mark.

Our overall experience with TeamSupport has been fantastic. Their support team is top-notch, and from my perspective, it shows that they genuinely do care to help you with your ongoing issues.

They don't communicate timely, and their business practices are awful. They raised our rates without notice and then did not allow us to get out of our contract.

It's a great program that is easy to use and pulls great and reliable information.

It's difficult to get my users and agents to regularly use the tool in lieu of sending emails. I feel like the main screen can be slightly intimidating to new users.

This is a great tool, very easy, convenient, and affordable. Helps you with online ticket tracking, etc.

You'll need to set up on your own. I set a couple of appointments to have someone review with me, and they missed the appointment both times.

It provides a pretty good threaded conversation that helps us track how we are doing and that everyone gets the support they need.

It isn't very easy to switch who a ticket is assigned to; however, once you figure it out, it's easy.

It's so easy to manage and easy to access. I wish there was a way to export reports; if there is, please let me know.

All sizes of enterprises can use ProProfs Help Desk because it's scalable. With 24-hour phone and email help, ProProfs Help Desk provides excellent customer service.

The best part about using this tool is that we can easily track all our overdue tickets (tickets that have missed the ideal response time) in one place.

No mobile app is available for the ProProfs Help Desk. Due to the lack of skill-based routing in the ProProfs Help Desk, it may be challenging to assign tickets to the appropriate agents.

It helps us manage all our customer-facing inboxes in one place.

Would appreciate it if the company could roll out the mobile app for this tool. Also, CRM integrations are missing.

Our service manager can easily track the tickets resolved by an agent and also view rated tickets.

It's good to keep track of all the support requests that we get. It's a great way to keep on top of issues reported by clients.

Frequent updates move features around and sometimes make it difficult to find something that you use every day.

Helps me with my day-to-day sales grind. Tracks my calls, emails, LinkedIn messages, and texts even, and integrates back into my Salesforce and ZoomInfo accounts.

Groove feels clunky to me in how it interacts with my Gmail/Calendar, and it's felt like more of an obstacle than an enabling software.

I love this software because of its ease of use and how helpful it is. We wanted to gather some analytics on how many requests we get.

It's not easy to navigate around the software. It's complicated. But thanks to their nice customer service, they always reply

Groove's own helpline is also extremely friendly and responsive, and they're great at keeping you updated.

Snippets and templates make canned responses a breeze.

The cost of what you get is discouraging to me. It becomes quite expensive once you are off a start-up plan.

It easily integrates with many other products.

I wish it was the ease of use on the navbar as sometimes it's not self-explanatory.

It can also be used across many teams/departments so passing leads can flow right through the business.

A little laggy at times. I wish updates could be done at times that wouldn't affect operations.

We can create easy-to-use templates, so even when other people need to answer emails, they can do it effortlessly.

Set up can be really tricky. We had to hire a 3rd party team that met with our team and walked us through setup.

Trial option available for testing it.

I think it would be helpful to provide training interfaces within the product.

Offers a range of tools to ensure high customer success rates.

Limited reporting, can be clunky to get the required info.

The ability to send branded emails.

It lacks reminders for past tickets and support requests.

Easy to track our concern with transparency.

When you first start using it, it's a bit confusing to set up initially, and it takes a long time to set up integrations with your other services.

[...] the ticket system allows us to easily manage our customer's request.

It's geared to much larger businesses. I'm struggling to launch it.

It draws in our tickets from multiple sources quite quickly so we can respond to customersquickly and effectively.

It's nice to be able to talk lively with customers at any time.

The fact you cannot amend signatures actually depends on the email address you are replying.

It allows us to create and manage various tickets at various times.

We're having issues filtering the spam, something we will need to look at.

Sometimes the dashboard does not load, it's just a gray screen.

[...] once you get past the setting up and figure out everything on your own, it's great and meets our needs.

Maybe having more customization for emails and custom messages to make it look more like your own brand.

[...] part of the saved replies are really good."

[...] it makes it easy to communicate between team members.

The consumer assistance would be a little faster, the support received is satisfactory, but takes a little longer to receive a reply via email than I'd like.

It also has a great way to keep track of conversations and be able to reference back to them later on.

Constantly introducing new features but not actually fixing the main feature that someone would need.

[...] it can be expensive to maintain and keep updated.

I love having all the tickets inside one spot where they're easy to manage.

I like that the company is open to suggestions."

Ease of use across multiple channels from social media to your own websites.

[...] it allows us to respond to our customers and keep track of the conversations across multiple platforms.

Difficult to figure out how to forward a ticket.

I'm still getting used to it and still get confused.

There are a lot of updates, and it tends to interrupt the workflow procedure sometimes. Onboarding was slower than what we had been told also.

Closing tickets is more complicated than other providers.

[...] we can all be in the know without having to forward emails, possibly missing crucial details.

It's great as a multipurpose tool for a lot of different scenarios.

The best feature is email tracking, through which you can get the read receipt of the email.

You can assign the email to relevant team members. So, no ball drops between two players.

Because of the way we work, we copy and paste the text of the email sent in our other systems. This delay, especially when one sends many emails, is particularly annoying.

There are a couple of niches, and specific limitations that we have that we have to build workarounds for.

When multiple emails come in on the same day with the same title (e.g., two customers respond to the same automated email they got), Front will nest them together as if they're one thread.

You can only search by subject or person, not by the body text.

[...] Might sound cheesy, but it somehow lets you connect better with the person on the other side of the screen.

[...] the thing I like least about the software is the pricing. It's a tad steep.

Tracked tickets extremely well. Also, the canned responses worked well.

The thing I like the least is that filters are not the friendliest, sometimes besides the filter, you need to look further yourself for specific info.

It gives you a lot of options on how to handle incoming emails.

This software allows extremely easy and efficient collaboration between administrators.

I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.

There are quite a few features with Help Scout that we have not yet explored.

LiveAgent provides so many great benefits and features of letting me know when people are trying to contact my business.

The product has a lot of features, but not always terribly clear how to implement them.

[...] you are able to integrate numerous email inboxes to it and assign each agent emails.

It makes the communication process easier for both parties.

Sometimes loading times are too long from a UX perspective and closed emails are displayed which should not appear.

It can be a bit challenging to use at first and may require some training for a day or two.

At certain times, I found it difficult to keep up with the volume of data coming in.

I'm not sure about the different status types and how to change them individually.

It's ideal for stable, time-tested customer-facing workflows that can benefit the most from automation.

Sometimes, it's a little bit confusing on the new front end.

This platform is very easy to use and continues to improve with every update. Amazing for sales/recruiting and always has responsive customer service.

The only thing that is a little bit annoying with the platform is that whenever the cache gets stuck, it fails to load all of my dashboards.

I have used Salesforce for 3.5 years to manage projects. It was a brilliant system, as it integrated the work in the phase I was responsible for with the preceding and following phases.

Overall, their stability seems to have problems at the worst times. There have been several outages regarding email and reporting over the past months.

Reporting is excellent, and every salesperson can use it pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community.

It has an awesome and simple workflow and helps with keeping things organized and tracked. Everyone in the company picked it up pretty easily, and my team of IT support is enjoying it as well.

I think that I have a lot of experience with previous Atlassian products, and I still have problems setup this software mainly because each of their software has different steps on how to install.

It's a good app for tracking tickets and issues quickly and responsive. Love how you can customize the whole dashboard.

The platform is missing the core functionality that is offered by other competitors. There are decade-old feature requests that have literally thousands of votes that have yet to enter development.

I love the ability to integrate with the developers in my team and easily tag different things, such as custom components, release numbers, version numbers, and team members.

Custom domains, multiple email handing, enhanced portal customization, the basics... all missing.

One of the great things it has is the integration with other tools, like Slack, or even having an API create new cases. The notifications work like a charm.

ServiceNow has a steep learning curve, and I'm not sure how necessary it is. There are a lot of features, sure, but finding what you need can be very difficult at times.

I liked using it and felt it was very robust and powerful while still being nimble and problem-free.

If the user is working for multiple client UI changes, that needs to be avoided.

This made managing our help desk easy, and our tech were able to work efficiently and effectively.

There are so many product areas that it can be hard to navigate, especially for areas that are not frequented often.

We have saved all the filters and created a dashboard on Service Now. Now, we have shared the link to the dashboard with the client, and all our work is taken care of by the tool.

This product was great for our starter company. I loved the ease of communicating with clients, and the messages were all in the same place.

Cumbersome and ugly UI makes it difficult to find what you're looking for if you don't know where to look. Lack of flexibility to manage tickets and assign them to the team.

It's a really great tool to improve professional communication.

The search is not working, and no results, even if it should be. While replying, there's no possibility to see notes.

The layout is nice, has many great features, is customizable, has a good price, is very easy to use, and is very easy to set up and implement.

Interactions with Kayako customer service have been a challenge. The system itself can be glitchy, with hard-to-pinpoint intermittent errors.

The SLA management is fantastic and lets you build nested levels of support to ensure we not only meet our SLAs but we also ensure that important customers are always dealt with asap.