Best Help Desk Software: Zoho vs Zendesk vs FreshDesk vs SalesForce vs HappyFox & More!

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Timely and efficient customer support is essential for the success of your business. Never let another customer request fall through the cracks by using one of our recommended best help desk software solutions.

Article Overview

Best Help Desk Software Winners

We chose the best customer service ticketing software based on ease of setup and use, features, pricing, customer support and other factors. We include serveral acronyms for industry terms — if you need help deciphering them, jump to our terminology section.

Freshdesk Review

#1

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Freshdesk gets our nod as the best help desk software for its combination of robust features, ease of use and affordability. This software is particularly ideal for small businesses but also works for mid-size to large companies.

With streamlined ticket management and automation, knowledge base and SLA management, and tons of integrations, Freshdesk has everything you’ll need to run your company’s help desk operations smoothly and efficiently.

Pros

Cons

  • Extremely easy to set up and intuitive to use
  • Excellent 24/7 customer support
  • Free version for unlimited agents
  • Multichannel support for email, phone, online chat, social media, and feedback widgets in one platform
  • Integrates with 200+ apps, including CRM, email marketing, ecommerce and more
  • Multiple SMS, video and telephony integrations, including Twilio
  • Users include Hewlett Packard, American Express, Harvard University and more
  • Not as customizable as our #2 pick (HappyFox)
  • Not PCI or HIPAA compliant
  • Lacks asset management capabilities
  • Needs better multilingual support

Pricing

Freshdesk offers a 21-day free trial for each pricing tier (except Forest). The following prices apply if you pay annually. There are additional features with each plan that aren’t listed below.

 SproutBlossomGardenEstateForest
Price/Agent/MonthFree$15$29$49$109
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HappyFox Review

#2

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HappyFox comes in a very close second as the best help desk ticket software. Like Freshdesk, HappyFox is exceptionally intuitive and easy to use (no costly training required). They offer a set of robust features with fantastic automation, and knowledge base and SLA management.

Why didn’t HappyFox take our number one spot? HappyFox is more expensive and offers fewer integrations than Freshdesk. They also don’t provide a free plan or free trial. Still, HappyFox is certainly worth consideration. Users give them high ratings for both the product and support.

Pros

Cons

  • Easy to set up and use
  • Excellent 24/7 customer support
  • Highly customizable
  • Multichannel support for email, phone, online chat, social media, and feedback widgets in one platform
  • 35+ integrations, including Twilio, Salesforce, Zapier, Freshbooks and more
  • Robust developer API
  • Users include Lowe’s, Whirlpool, LeapFrog and more
  • Rules-based automation tasks aren’t as flexible as Freshdesk
  • Not PCI or HIPAA compliant
  • Lacks asset management capabilities (but they say it’s in the works)
  • No free version or free trial

Pricing

The following prices apply if you pay annually. There are many additional features with each plan that aren’t listed below. View all plans.

 MightyFantasticEnterpriseEnterprise Plus
Price/Agent/Month$29$49$69$89
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Attachment Store50GB200GB500GB1,024GB

Zendesk Review

#3

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Zendesk is the most feature-rich and powerful support ticket system of our top 3 winners, and it’s a hugely popular platform for small to enterprise-level businesses. If Freshdesk and HappyFox have all the features you need, however, you’ll end up paying significantly more for a similar feature set with Zendesk.

If you have the budget, Zendesk is tough to beat for its advanced automation and scope of features. Zendesk also is a better choice if you want the highest security standards. Unlike our top 2 winners, Zendesk is PCI and HIPAA compliant and has built-in two-factor authentication.

Pros

Cons

  • 24/7 customer support
  • Multichannel support for email, phone, online chat, social media, and feedback widgets in one platform
  • Advanced security features
  • PCI and HIPAA compliant
  • 700+ integrations, including Salesforce, Shopify, Twilio
  • Users include Airbnb, Shopify, Uber, Slack and more
  • Can get expensive quickly
  • Challenging set up and learning curve
  • Could use more customization options
  • No built-in asset management (available via app)
  • Some consumer complaints about poor customer support with long wait times

Pricing

Zendesk offers a 30-day free trial with no credit card required. Zendesk provides 5 separate products (Support, Guide, Chat, Talk and Connect). You can also get all products bundled in the Zendesk Suite.

  • Support (email and social channels, 1 live chat, 1 phone number and basic knowledge base): $5-$199/agent/month
  • Guide (advanced knowledge base): Free-$29/agent/month
  • Chat (unlimited chat): Free-$59/agent/month
  • Talk (multiple phone numbers): Free-$89/agent/month
  • Connect: Starts at $153/month

Zendesk Suite Pricing

 ProfessionalEnterprise
Price/Agent/Month$89$149
Email, Phone, Chat, Social, Messaging ChannelsCheckmark
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Other Best Help Desk Software

SalesForce Service Cloud | Teamwork Desk | Zoho Desk

Salesforce Service Cloud Review

SalesForce logo

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Salesforce Service Cloud’s massive number of features and high price tag make this help desk solution less practical for small to medium-sized businesses. Large and enterprise companies, however, may find this software an ideal solution, especially for users of Salesforce CRM.

We did find several user complaints that focused on the time-consuming steps it takes in the software to complete tickets compared to other help desk software.

Pros

Cons

  • 24/7 customer support
  • Multichannel support for email, phone, online chat, social media in one platform
  • Asset and order management
  • PCI and HIPAA compliant
  • Integrates well with Salesforce CRM and Sales
  • Robust reporting features
  • Users include Adidas, Intuit, Farmer’s Insurance and more
  • Expensive
  • Challenging set up and learning curve
  • Many complaints that the system is glitchy
  • Lacks website widget support

Pricing

Salesforce Service Cloud offers a 30-day free trial. The following prices apply if you pay annually. There are many additional features with each plan that aren’t listed below.

 EssentialsProfessionalEnterpriseUnlimited
Price/Agent/Month$25$75$150$300
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Asset Management & Product TrackingCheckmark
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Teamwork Desk Review

Teamwork logo

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Teamwork Desk is from the makers of Teamwork Projects, our pick for the best online collaboration software. If email is your sole or primary customer support channel, then Teamwork Desk could be the ticketing solution you’re looking for. This software is pretty bare bones and geared toward small teams, but Teamwork Desk’s simplicity is its selling point. Don’t need all the bells and whistles? Try Teamwork Desk’s 30-day free trial.

Pros

Cons

  • Simple to set up and easy to use
  • Unified inbox lets you see all incoming emails at once from unlimited inboxes
  • 35+ integrations, including Salesforce & MailChimp
  • Self-service Help Docs site so you can provide 24/7 service
  • Good reporting tools
  • Free trial and 30-day money back guarantee
  • Not multichannel — email ticketing only
  • Lacks ticket time tracking
  • Ticketing automation is somewhat limited
  • No alerts if a ticket goes unaddressed

Pricing

Teamwork Desk offers a 30-day free trial. The following prices apply if you pay annually.

 StarterPlusProEnterprise
Price/Agent/Month$7$13$25Contact Teamwork
Number of Agents10UnlimitedUnlimitedUnlimited
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Zoho Desk Review

Zoho Books logo

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Zoho Desk stands out for its free and affordable plans that give you plenty of features to run your help desk smoothly. One of the best benefits of Zoho Desk is being able to easily integrate it with Zoho CRM and other Zoho apps.

Zoho Desk isn’t quite as feature rich as some other major players, but its pricing is nearly unbeatable. You can try Zoho Desk with their free version, which includes email and web-based ticket support, or a 15-day free trial.

Pros

Cons

  • Free version for up to 3 agents and affordably priced plans
  • Multichannel support for email, phone, social media, chat, self-service help center, forums and community and web forms
  • Can view detailed customer information while working on a ticket via Zoho CRM sync
  • Multiple telephony integrations, including Twilio
  • Users include Sears, Intel, Daimler and more
  • Difficult to configure and learn how to use
  • User interface is a bit clunky
  • Can’t duplicate tickets
  • Lacks asset management capabilities

Pricing

Zoho Desk offers a15-day free trial with no credit card required. The following prices apply if you pay annually. There are many additional features with each plan that aren’t listed below.

 FreeProfessionalEnterprise
Price/Agent/MonthFree$12$25
Email, Web-form ChannelsCheckmark
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Help Desk Terminology

  • SLA Management: A service level agreement (SLA) is a contract between a customer service provider and a business that determines service level targets and performance expectations. SLA management software features allow you to easily manage, monitor and report on these contracts.
  • PCI Compliance: Payment Card Industry Data Security Standard (PCI DSS) are strict security standards designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment.
  • HIPAA Compliance: The Health Insurance Portability and Accountability Act (HIPAA) sets the standard for the protection of sensitive patient data. Companies that deal with protected health information (PHI) must have physical, network, and process security measures established and follow them.
  • CRM (Customer Relationship Management): CRM software, like Salesforce, covers a broad set of applications designed to help businesses manage many of the following processes: customer data, customer interaction, access to business information, sales automation and more.

How Can Your Business Benefit From Help Desk Software?

Check out the video below to see how one company benefits from using Zendesk to manage their high volume of support requests.

Need To Streamline Other Business Practices?

Are you finding it hard to manage multiple projects and teams in your business? Project management software can boost productivity and efficiency. See our best project management software reviews to find a perfect fit. Some of our top picks, like Teamwork and Zoho, offer both project management and help desk software that easily syncs together.

What problems are you trying to solve by getting help desk software?

About The Author:

Sally has coupled her passion for writing with her (slight) obsession for the latest high tech gadgets. While she’s not daydreaming about the beach, she’s taking advantage of all the activities her hometown has to offer in the Blue Ridge foothills.

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

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