The Top 16 Helpdesk Programs for 2026
To be honest, a lot of the end-user experience in a business-to-business setting depends on how quickly their problems are fixed. The speed and effectiveness of problem-solving have a direct impact on customer satisfaction and loyalty.
Real-time customer support is a crucial consideration for at least 72% of B2B buyers when making software purchases. This is the ideal time for your company to invest in helpdesk software because the stakes are so high.
End-user requests can be centralized, managed, and handled from a single platform with the aid of helpdesk software. It offers self-serve options, automation, omnichannel support, and an integrated ticketing system to improve customer service and speed.
It could take a long time for a business owner to look through the hundreds of helpdesk tools available on the market and select the best one for their needs. In order to assist you in making a decision, my team at Geekflare and I have investigated 24 helpdesk programs and compiled a list of the best options along with a comparison table that provides you with a quick overview of each program's features.
1. Freshdesk
More than 50,000 users, including Hamleys, Thomas Cook, and 7-Eleven, rely on Freshdesk, a cloud-based helpdesk program.
End-user requests via email, chat, phone, and WhatsApp direct messages (DMs) are combined into tickets by its powerful built-in ticketing system. Tickets can be filtered according to sentiment, priority, creation date, status, and due date.
Freshdesk's attention to detail is appealing. Who came up with the concept of using emojis to represent emotions on each ticket? 👏
The user-friendly interface of Freshdesk
With Freshdesk, you can set up a self-service portal that corresponds with your domain—in my case, support.geekflare.com—where users can read help articles, submit and track requests, and much more.
Portals can be customized for branding, visibility, and structure using pre-made templates or an integrated editor. To improve your product documentation and related content for search engine results pages, use native SEO tools.
The knowledge base of Freshdesk The knowledge base of Freshdesk
You can handle and respond to messages from multiple channels from a single location with Freshdesk's shared inbox. You can handle and respond to messages from multiple channels from a single location with Freshdesk's shared inbox.
I had plenty of options for workflow automation as an administrator, including reminders, process automations, ticket routing, and more. I had plenty of options for workflow automation as an administrator, including reminders, process automations, ticket routing, and more.
Important Features Important Features
Make branded, self-service portals so that consumers can learn about your product, submit requests, and troubleshoot. Make branded, self-service portals so that consumers can learn about your product, submit requests, and troubleshoot.
Automate routine processes such as follow-ups, escalations, ticket routing, and more. Automate routine processes such as follow-ups, escalations, ticket routing, and more.
Teach Freddy AI to answer frequently asked questions on various platforms. Teach Freddy AI to answer frequently asked questions on various platforms.
Select from pre-made dashboard templates or design unique dashboards for various teams or objectives. Select from pre-made dashboard templates or design unique dashboards for various teams or objectives.
Connect to more than 1,200 business apps, such as Salesforce, Jira, Shopify, Slack, and more. Connect to more than 1,200 business apps, such as Salesforce, Jira, Shopify, Slack, and more.
For on-demand reporting of metrics like CSAT or first response time, etc., use AI-powered insights. For on-demand reporting of metrics like CSAT or first response time, etc., use AI-powered insights.
Advantages
Benefit
Simple to use and set up
Benefit
Comprehensive audit logs to monitor continuous changes
Benefit
Freshcaller, Freshchat, and other Freshworks apps are well integrated.
Drawbacks
Benefit
Workflow adjustments can be challenging.
Benefit
Features like Freddy AI, automation, routing, and portals are absent from the free plan.
Costs
Freshdesk provides three paid plans in addition to a free forever plan for up to two agents:
Growth: $15 a month per agent
Pro: $49 a month per agent
Enterprise: $79 a month per agent
2. Zendesk
Zendesk provides a comprehensive helpdesk solution driven by AI. All of your customers' inquiries, whether they come through chat, phone, email, or social media, are transformed into digital tickets that can be viewed on Zendesk.
The Zendesk Marketplace has more than 1,200 one-click integrations, including well-known social messaging apps like Facebook, Instagram, WhatsApp, and X. Additionally, you can incorporate a branded widget into your website to make it simple for users to instantly submit questions.
Dashboard for Zendesk
The only drawback I can think of is the ticketing system's lack of customization and views, despite its immense power.
I can, however, open several tickets at once by using subtabs. You receive information such as contact details, interaction history, and a context panel with every ticket.
The Zendesk ticketing system
Additionally, Zendesk Service relies heavily on tools like AI-powered macros. Agents can respond to tickets more quickly by using macros, which are pre-recorded actions or responses. The most widely used macros are for changing ticket statutes and templated responses.
Important Features
All voice and digital channels are connected to a single hub through an integrated ticketing system.
Customers can speak with a live agent thanks to integrated phone support with call routing options.
Create an online knowledge base to provide prompt, accurate responses to clients and internal teams.
Use a sandbox testing environment to test features and workflows.
By identifying recurring themes in customer requests, AI-powered content cues recommend pertinent help center articles.
Advantages
Benefit
Many options for customization
Benefit
Support for more than 100 languages
Benefit
Integrated IVR system for callers
Drawbacks
Benefit
Only the most expensive plans offer multilingual support and content.
Benefit
Not every plan has access to CSAT ratings.
Costs
Zendesk offers four different price tiers.
Support Staff: $19 per agent per month
Suite Team: $55 per agent per month (including AI agents)
Suite Professional: $115 per agent per month (compliant with HIPAA)
Business: Tailored pricing
3. Tidio
Tidio provides outstanding help desk features along with a full customer support stack. With an emphasis on centralizing and answering all customer service inquiries, it is simple to set up.
Tidio's integration support for more than 120 platforms helps small and medium-sized businesses enhance customer service while also generating leads and increasing sales.
You can access its user-friendly dashboard after setting up your website by registering and installing the plugin or widget.
Dashboard for Tidio
The ability to access quick actions, performance overview, current usage, and project status was helpful to me.
But in order to make the most of it, you need to use Tidio's Lyro AI, which helps you automate tedious customer support tasks. Additionally, it provides Flow, which makes it simple to create and configure custom tasks like lead generation, general customer response queries (using templates), or more complex actions.
With a centralized approach and access to workflow tools and options, Tidio's help desk generally has a positive impact on customer service.
Important Features
Shorten the time it takes to resolve
Support for numerous channels, such as Facebook Messenger, Instagram, and WhatsApp
Systems with AI integration that assist in automating tedious tasks
provides a sophisticated ticketing system with a filtering feature.
The capacity to turn discussions into tickets
Priority-based ticket handling and automated ticket routing
Advantages
Benefit
Provide the greatest customer experience to increase ROI.
Benefit
Pay offers better value for money based on the conversation.
Starter: $24.17 a month.
Benefit
Simple to assemble and operate
Drawbacks
Benefit
There may be a delay in notifications.
Benefi
Social media platforms lack marketing features.
Costs
Tidio Help Desk is available through a full service suite with four different plans:
Growth: $49.17 monthly
Plus: $749 a month.
High-end, direct sales
4. Zoho Desk
In terms of user satisfaction, G2 places it first (HelpDesk category).
Your command center for tracking helpdesk operations, including ticket traffic, agent status, customer satisfaction rating, etc., is Zoho's HQ view.
I appreciate how Zoho places all of its features—such as tickets, the help center, analytics, and more—on the top ribbon-style toolbar, making it simple to access everything without having to switch tabs.
The Zoho Desk
In order to address questions without adding them to your pipeline, Zoho also provides practical self-service options like the ASAP widget, Guided Conversations, and Answerbots.
Install the ASAP Help widget on your help center, website, and other platforms. To guide interactions and answer questions without the need for human intervention, use guided conversations.
I tried Guided Conversation. It's incredibly simple to use and has pre-built building blocks that let you lead conversations with interactive responses through text, images, and video, making the process less artificial intelligence and more calming for users.
Benefit
Benefit
Drawbacks
Benefit
Costs
Express: $7 a month per user
5. Jira Service Management
It simplifies ITSM procedures like request, incident, problem, change, and configuration management by utilizing AI and machine learning.
You can create your own workspace or use JSM's pre-made workspace templates.
In my instance, I began with the IT service management template, which was already set up with workflows, automation, and request types.
JSM, or Jira Service Management
I automated my ticket routing system, for instance. Agents are now automatically assigned tickets based on service rather than technical issues, and they receive email notifications when new tickets are issued.
Workflow automation feature for Jira service management
You can manage the rollout of updates and new apps in a sandbox copy of your environment with JSM premium and the enterprise plan.
Highlights
Benefit
Drawbacks
6. Front
Although there are more than 9,000 users, the most devoted ones are frequently midsize to large businesses with numerous teams that need to coordinate on shared inboxes and customer interactions, including ClickUp, GoDaddy, ECHO, and more.
I was asked to set a "reply time goal" for each ticket during the onboarding process. If you've turned this on, conversations that take longer than this are automatically marked with a timer.
The automation builder on the front
Benefit
Benefit
Drawbacks
Benefit
Costs
7. Helpdesk for JitBit
I tested the online version for this article and discovered a familiar ticket management interface akin to Gmail (no learning curve!). I had no trouble navigating the app because it was easy to use and there was nothing new to learn.
All messages sent to your mailbox immediately become tickets once you've set up your JitBit email. With extensive filtering and sorting capabilities that assist you in identifying and prioritizing tickets, the main ticket list provides end-to-end visibility into your ticket queue.
JitBit Email Ticketing Platform
The JitBit IT ticketing system aids in tracking organizational assets like PCs, laptops, printers, software, and more, as well as managing IT service requests. You can keep track of when assets are replaced, relocated, and assigned to users, among other things.
To connect with your internal apps, it has built-in webhooks, APIs, and native integrations with Slack, Jira, GitHub, Dropbox, Google Drive, and Zapier.
Benefit
Drawbacks
Costs
$29 a month for a freelancer (one agent)
8. Cloud-based Salesforce Service
Salesforce concentrates on conventional means of communication, such as web, live chat, and email. After that, it automatically gathers information and generates cases in your dashboard.
Builder for Salesforce Flow
However, only the Pro suite offers certain crucial helpdesk features, such as a help center, voice support, incident and order management, and Einstein AI.
Benefit
Drawbacks
Benefit
Pricing for Service Clouds
$25 per user per month for the Starter Suite
InvGate 9.
The interface's colorful yet simple design appealed to me. All outstanding tickets and tasks are shown in a single view. Managing client requests and communication concurrently is simple.
Additionally, InvGate offers a dynamic workflow builder for building intricate workflows. I created a straightforward employee onboarding process that included the required actions, such as document gathering, equipment provisioning, and credential access.
The drag-and-drop interface and the mini-map on the bottom left assist you in navigating your workflow despite its challenging turns.
Important Features of InvGate
Benefit
Drawbacks
Benefit
InvGate Costs
Start: $17 a month for each agent
Gorgias 10.
Gorgias is an e-commerce company's AI-powered customer experience platform.
It claims to automate 60% of your CX with its automation capabilities and serves online stores that use Magento, Shopify, BigCommerce, and WooCommerce.
Three primary product modules are available from Gorgias.
Helpdesk: a comprehensive customer support system
Automate: virtual AI agents, pre-built actions, auto-respond, and personalization
Convert: enhance the purchasing experience to encourage recurring business
You can combine requests from phone, social media, chat, email, and more under one roof with Gorgias support management.
Without ever leaving Gorgias, you can run promotional campaigns, modify Shopify orders, access real-time product information, and add Gorgias as a natural extension to your Shopify store.
Resolve consumer questions before they become tickets by integrating an AI-powered chat widget into your website. In a similar vein, use Gorgias to establish a branded AI-powered help center and cut your help desk's ticket volume by half.
Usage-based pricing plans are available from Gorgias. It may be more economical to stick with a plan and pay per-ticket overages, depending on your ticket volume and the level of automation you need. I advise upgrading if a higher-tier plan provides better value.
Important Features
Organize consumer communications via email, live chat, and social media on a single platform, including comments and direct messages.
Use chatbots driven by AI to handle typical consumer questions, like tracking, returning, or editing orders, without the need for agents.
To increase sales conversions, develop on-site campaigns that make product recommendations and suggest cross-sell or upsell items.
connects to more than 100 business apps, including ShipBob, Loop, Shopify, and Aircall.
For better results, coach AI with your brand voice, expertise, procedures, and guided workflows.
Advantages
Integrated with e-commerce platforms effectively
Omnichannel assistance
An option for automated responses to minimize human involvement
Drawbacks
costly for new or small e-commerce companies
There are paid add-ons for voice and SMS coverage that are not included in the price.
Gorgias's prices
Gorgias provides usage-based pricing, which is highly dependent on your needs. Here's what you get in the absence of automation, though.
Starter: 50 tickets for $10 a month
Basic: $60 a month (300 tickets)
Pro: $360 a month (2000 tickets)
Advanced: $900 a month (5000 tickets)
As I looked further, I discovered some more top-notch helpdesk platforms that might meet your company's requirements.
HappyFox: The Greatest for Managing a Unified Help Desk
Help Scout: The Greatest for Managing Emails
HelpCrunch: Optimal for Customer Communication Across Multiple Channels
Hiver: Optimal for Gmail-Based Customer Support
Kustomer: The Greatest CRM for Omnichannel Customer Support
Happy: AI-Driven Customer Support
What Qualities Should Helpdesk Software Have?
Five essential features must be present in your ideal helpdesk software. The list of essential features is explained below.
1. Ticket administration
This feature provides end-to-end visibility into a ticket's journey and is also referred to as case or request management. As tickets progress from pending to resolved, it assists you in creating, managing, and organizing them. To effectively prioritize and resolve tickets, you can select from a variety of views, including Kanban, Board, Calendar, priority labels, statuses, and tags.
2. Automated
Seek out help desk software that can automate about half of your daily tasks. Agents can concentrate more on responding to client requests when menial tasks are automated.
Depending on the software's capabilities, it could provide sophisticated, multi-level workflows created using custom triggers and rules, as well as basic automation like moving tickets as they progress, setting up appointments, and sending pre-written responses.
3. Multichannel assistance
You should, in my opinion, "be there where your customers are." It is difficult, though, because there are so many messaging channels. I am aware of it.
All communication channels—phone, SMS, email, WhatsApp, Instagram, and others—are integrated into a shared inbox with omnichannel support. As a result, you don't need to switch tabs to communicate across channels.
4. Portals for self-service
Self-service portals assist clients in finding solutions to their issues fast. The majority of helpdesk software enables you to create an easily accessible online portal from any device. But you need to search for customization options, like templates, a content editor, and branding support.
5. Analytics and reporting
To help your team achieve better outcomes, your selected helpdesk platform should have analytics and reporting features. For example, you’ll want to look at average resolution times and reduce how long it takes to respond to requests.
Which Business Types Make Use of Helpdesk Software?
Helpdesk software is used by companies in a variety of sectors, such as e-commerce, SaaS, healthcare, logistics, and finance, to efficiently handle customer support inquiries.
To put it simply, helpdesk software can help any business that wishes to improve customer service operations and offer effective client support.
Can Helpdesk Software Help Small Businesses?
Indeed, helpdesk tools allow for remote work and wide coverage while lowering operating costs. Zoho Desk and Jira are examples of free helpdesk software that small businesses and startups can use if they cannot afford paid plans. To help you get started, they provide free forever plans. As your business grows, you can easily transition to paid plans.
FAQs, or frequently asked questions
1. Can Other Business Tools Be Integrated With Helpdesk Software?
Indeed, the majority of helpdesk software offers APIs for custom integration and native integrations with well-known apps for data storage, communication, and collaboration.
2. Can Remote Customer Support Be Assisted by Helpdesk Software?
Yes, you can set up a cloud-based remote support center with help desk software. This enables your agents to offer customer service across international borders while working remotely (without any setup).
3. ITIL Helpdesk Software: What is it?
IT service management (ITSM) in accordance with the IT Infrastructure Library (ITIL) framework is made easier by ITIL Helpdesk Software. Best practices for managing IT services and enhancing service delivery are incorporated into its construction.
Additional Information about Business Software
The following business software might also be of interest to you.