The 28 Best Cloud Helpdesk Software to Skyrocket Your Customer Support
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12 Best Cloud Helpdesk Software Shortlist
I've curated this shortlist of the very best cloud helpdesk software, summarizing what each tool does best:
- Kayako - Best for unified customer journey tracking
- HappyFox - Best for streamlining multichannel support
- Salesforce - Best for large-scale customer service operations
- Jira Service Management - Best for agile project management integration
- Moxo - Best for a customizable client portal experience
- TOPdesk - Best for advanced incident management
- Freshservice - Best for IT service management
- Freshdesk - Best for omnichannel customer engagement
- SysAid - Best for robust ticketing functionality
- Front - Best for team collaboration in customer support
- Zendesk - Best for a comprehensive ticket system
- Zoho - Best for integrating with a suite of business applications
Navigating the world of help desk software can be a daunting task. From ITIL-based ITSM solutions to free help desk platforms with Android support, the possibilities seem almost endless. Yet, I understand that your main aim is to find the best help desk software solutions that cater to your specific needs, be it on-premise systems for call centers or a more streamlined SaaS for managing service requests.
The magic of help desk software lies in its ability to automate and streamline workflow. In short, help desk software solutions are the key to turning chaos into an organized, efficient ticketing software system.
What Is a Cloud Helpdesk Software?
Cloud helpdesk software serves as a centralized platform that assists businesses in managing and resolving customer queries effectively. Leveraging the power of cloud computing, these tools enable companies to provide support services from any location, at any time, thereby delivering superior customer experiences. Typically used by customer service departments, IT support teams, and any organization looking to streamline their customer interaction processes, cloud helpdesk software plays a pivotal role in tracking, prioritizing, and solving support tickets.
At its core, a good help desk tool creates an all-in-one platform for your support agents to manage and respond to end-user service requests. This is achieved through a help desk ticketing system, which allows for real-time updates and notifications. Additional modules may include chatbots, templates, and third-party integrations, enabling you to tailor your customer relationship management to your company's needs.
Overviews of the 12 Best Cloud Helpdesk Software
1. Kayako - Best for unified customer journey tracking
Kayako is a cloud-based customer service platform that supports businesses in providing efficient and effective customer support. With its power to track and manage customer interactions across multiple channels in a unified way, it stands out as a tool well-equipped for the purpose of unified customer journey tracking.
Why I Picked Kayako:
In the myriad of helpdesk software I evaluated, Kayako emerged as a top pick because of its exceptional capability to seamlessly track customer journeys. Its design supports the consolidation of customer interactions from various touchpoints into one coherent thread. This makes Kayako ideal for businesses aiming to achieve a comprehensive understanding of their customer experiences.
Standout Features & Integrations:
Kayako's live chat functionality, intuitive dashboard, and robust reporting features empower businesses to stay on top of their customer interactions. The software also includes a proactive customer engagement tool and a customer journey mapping feature that brings all interactions together in a meaningful way.
Kayako integrates well with numerous business tools like Salesforce, Slack, and Zapier, enhancing its functionality and making it an adaptable addition to any tech stack.
Pricing:
From $15/user/month (billed annually)
Pros:
- Unified customer view across channels
- Robust reporting and analytics
- Integration with popular business tools
Cons:
- Lacks a free plan option
- Steeper learning curve for new users
- Advanced features only available in higher pricing tiers
2. HappyFox - Best for streamlining multichannel support
HappyFox stands out as a powerful helpdesk software that is well-equipped to handle customer queries across various platforms. It has been designed to streamline multichannel support and simplify the management of customer interactions, regardless of their origin.
Why I Picked HappyFox:
I selected HappyFox for this list due to its exceptional proficiency in harmonizing customer interactions across different channels. This ability to consolidate multichannel support into a single, easy-to-use platform is a standout feature, and it sets HappyFox apart in the crowded landscape of helpdesk software.
For organizations juggling customer communications across email, social media, live chat, phone, and more, HappyFox is an ideal choice.
Standout Features & Integrations:
HappyFox impresses with features like a robust ticketing system, knowledge base, self-service portal, and community forums. The smart rules feature, which allows for the automation of recurring tasks, is a big plus.
When it comes to integrations, HappyFox works seamlessly with a wide range of applications including Slack, Salesforce, and Jira, creating an interconnected ecosystem for your customer service needs.
Pricing:
From $29/user/month
Pros:
- Comprehensive multichannel support
- Automation of recurring tasks via Smart Rules
- Strong integrations with other popular platforms
Cons:
- Higher pricing compared to some competitors
- Limited customization options in the basic plan
- Setup can be complex for new users
3. Salesforce - Best for large-scale customer service operations
Salesforce is a renowned cloud-based customer service platform that integrates sales, service, and marketing efforts. It excels particularly in managing large-scale customer service operations, making it an ideal choice for larger businesses or those with complex customer support needs.
Why I Picked Salesforce:
When it came to selecting software capable of efficiently managing large-scale operations, Salesforce was a clear winner. Its robustness, comprehensive feature set, and scalability are hard to match, particularly for businesses with high-volume, multifaceted customer service requirements. Its ability to handle complex, large-scale customer service operations sets it apart in this arena.
Standout Features & Integrations:
Salesforce offers a wide range of features, including case management, knowledge management, social customer service, and omnichannel routing. Additionally, it boasts a strong AI component with its Salesforce Einstein feature, which delivers AI-powered predictions and recommendations. Integrations are aplenty with Salesforce, including connections with popular applications like Slack, Mailchimp, and Google Workspace, among others.
Pricing:
From $25/user/month (billed annually)
Pros:
- Comprehensive features for large-scale operations
- Strong AI capabilities with Salesforce Einstein
- Wide range of integrations
Cons:
- Can be expensive for smaller businesses
- Can be complex to implement and learn
- Customization requires advanced knowledge
4. Jira Service Management - Best for agile project management integration
Jira Service Management is an advanced service desk software tool known for its ability to align IT operations with business goals. It's a standout option for those who seek seamless integration with agile project management, bringing a united workflow under one roof.
Why I Picked Jira Service Management:
I chose Jira Service Management for its unmatched strength in integrating with agile project management tools. It provides a seamless experience for businesses practicing agile methodologies and has a robust, user-friendly interface. The combination of service desk functionality and project management in one tool is a unique trait that made Jira Service Management a top pick.
Standout Features & Integrations:
Jira Service Management offers powerful capabilities like advanced SLA management, incident management, and change management. Its key feature, however, is its integration with Atlassian's own suite of products like Jira Software, Confluence, and Opsgenie. These integrations make it an unbeatable choice for teams that utilize Atlassian products in their workflow.
Pricing:
From $20/user/month (billed annually)
Pros:
- Superior integration with agile project management tools
- User-friendly interface
- Strong capabilities in SLA, incident, and change management
Cons:
- Can be complex for beginners
- Integrations outside the Atlassian suite can be limited
- Costs can add up for large teams
5. Moxo - Best for a customizable client portal experience
Moxo is a cloud helpdesk software designed to empower businesses by offering a fully customizable client portal experience. It sets a new standard in personalizing the interaction between businesses and their clients, ensuring each client feels engaged and valued.
Why I Picked Moxo:
I picked Moxo primarily for its extreme flexibility in client portal customization. It stands out from other helpdesk software because it allows businesses to tailor client interactions in a way that directly aligns with their unique brand identity.
This level of customization ensures that Moxo is truly "Best for a customizable client portal experience."
Standout Features & Integrations:
Moxo's standout features lie in its customization capabilities. It provides a powerful visual editor for crafting unique client portals, complete with the ability to embed custom scripts, forms, and widgets. For integrations, Moxo can connect seamlessly with various CRM systems, email marketing tools, and project management platforms.
Pricing:
From $10/user/month (min 3 seats)
Pros:
- Deep customization capabilities for client portals
- Powerful visual editor for portal design
- Excellent integrations with CRM and project management tools
Cons:
- Steeper learning curve due to customization options
- Minimum three-seat requirement may exclude small teams
- Lesser-known compared to more established competitors
6. TOPdesk - Best for advanced incident management
TOPdesk is an IT service management tool that facilitates advanced incident management. Its robust features make it a reliable choice for organizations requiring intricate management of service tickets, making it particularly strong in handling advanced incident scenarios.
Why I Picked TOPdesk:
I chose TOPdesk because of its superior approach to incident management. What differentiates it from others is its ability to handle complex scenarios and advanced ticket management features. Given these characteristics, I've determined that TOPdesk is indeed "Best for advanced incident management."
Standout Features & Integrations:
TOPdesk shines with its advanced incident management features such as intelligent ticket categorization, escalation capabilities, and robust reporting. Additionally, it integrates well with various platforms including LDAP for user management, network monitoring tools for proactive incident handling, and third-party application integrations via its API.
Pricing:
From $35/user/month
Pros:
- Comprehensive incident management features
- Effective integration capabilities with third-party applications
- Intelligent ticket categorization and escalation capabilities
Cons:
- More expensive compared to other options
- May be too complex for smaller teams or simple use-cases
- Steep learning curve for mastering advanced features
7. Freshservice - Best for IT service management
Freshservice is an intuitive, cloud-based IT service desk solution. Its comprehensive suite of tools handles a wide range of IT service management needs, such as incident, problem, change, and release management, and is particularly suited to organizations that require a robust IT service management tool.
Why I Picked Freshservice:
I selected Freshservice due to its comprehensive range of IT service management features. What makes it stand out is its intuitive user interface and extensive customization options. These qualities have led me to judge it as the "Best for IT service management."
Standout Features & Integrations:
Freshservice provides advanced IT service management features such as automated ticketing, asset management, and project management. Additionally, it offers an extensive range of integrations with platforms such as Slack, Google Workspace, and Microsoft Teams, enhancing its functionality and making it a versatile choice for any IT team.
Pricing:
Starting from $19/user/month (billed annually)
Pros:
- Wide range of IT service management features
- Numerous integrations with third-party applications
- User-friendly interface and extensive customization options
Cons:
- Pricing can be high for small businesses
- Customization options can be overwhelming for new users
- Some users report occasional slow response times
8. Freshdesk - Best for omnichannel customer engagement
Freshdesk is a cloud-based customer support software that empowers businesses to deliver exceptional customer service across various channels. It stands out as an ideal choice for organizations aiming to optimize their omnichannel customer engagement strategy.
Why I Picked Freshdesk:
I chose Freshdesk for its impressive capability to streamline customer conversations across multiple channels into one place. It has differentiated itself with features like team inboxes, smart automation, and SLA management, which all contribute to its excellence in the area of omnichannel customer engagement.
Standout Features & Integrations:
Freshdesk boasts noteworthy features such as omnichannel inbox, ticket trend reports, and team dashboards that offer visibility into key support metrics. Its integrations are numerous, with connections available for CRM systems like Salesforce, productivity tools like Slack, and other platforms like Mailchimp, Zoom, and WordPress, thus enhancing its capability to provide a cohesive customer service experience.
Pricing:
Starting from $15/user/month (billed annually)
Pros:
- Offers robust omnichannel support
- Integrates with numerous third-party platforms
- Provides valuable metrics for customer service performance
Cons:
- Onboarding can be complex due to the numerous features
- Higher tiers may be expensive for small businesses
- Customization options can require a learning curve
9. SysAid - Best for robust ticketing functionality
SysAid is an IT service management solution that provides comprehensive tools to automate and streamline IT tasks. As an ideal choice for organizations in need of advanced ticketing functionality, it enables efficient tracking and management of IT support cases.
Why I Picked SysAid:
I picked SysAid because it excels in providing a robust ticketing system that is both intuitive and efficient. Amongst many offerings, SysAid stands out for its strength in creating, tracking, and managing IT support tickets which optimizes the resolution process.
This feature set makes it an ideal tool for organizations seeking sophisticated ticketing functionality.
Standout Features & Integrations:
Key features of SysAid include automated ticket routing, a self-service portal, and a mobile app that enhances support accessibility. SysAid integrates with prominent tools such as Slack, Jira, and SAP, making it easier to collaborate and manage IT service processes in conjunction with other systems.
Pricing:
From $60/user/month (billed annually)
Pros:
- Advanced ticketing system
- Availability of a mobile application for remote access
- Integrates with numerous software platforms
Cons:
- The interface might seem outdated compared to newer platforms
- Can be relatively expensive, especially for smaller businesses
- Some users may find the configuration process to be complex
10. Front - Best for team collaboration in customer support
Front is a customer communication platform that brings all your communication channels into one unified inbox. It is especially potent for team collaboration, providing capabilities to work together on customer inquiries without cluttering the inbox.
Why I Picked Front:
I chose Front primarily for its top-tier collaborative features within customer support teams. Compared to other tools, Front excels in enabling teams to work together on customer inquiries within a shared inbox. This unique approach makes it the ideal choice for teams that need to collaborate efficiently on customer support.
Standout Features & Integrations:
Front provides a shared inbox where teams can collaborate on responses, assign owners to incoming messages, and follow internal discussions related to customer interactions. It integrates with popular tools like Slack, HubSpot, and Asana, enabling teams to operate more effectively and without changing their established workflows.
Pricing:
From $19/user/month (billed annually)
Pros:
- Excellent for collaborative customer support
- Integration with popular third-party apps
- Centralized communication hub
Cons:
- It may be overkill for small teams or individual users
- Some users may find the interface slightly complex initially
- Could be pricey for startups or small organizations
11. Zendesk - Best for a comprehensive ticket system
Zendesk is a cloud-based helpdesk solution that provides robust ticketing functionalities to businesses of all sizes. It is especially efficient in handling, tracking, and resolving customer support requests, making it ideal for operations requiring comprehensive ticket systems.
Why I Picked Zendesk:
In my assessment, Zendesk stood out for its exceptional ticketing system. Compared to others, Zendesk offers a holistic ticket management system that includes tracking, prioritization, and resolution of customer support requests. The comprehensive nature of this system compelled me to pick Zendesk as the best tool for managing intricate ticketing needs.
Standout Features & Integrations:
Zendesk's key features include multi-channel support, self-service options, and performance tracking. It also provides robust analytics to understand customer interactions better. Zendesk integrates with a broad range of applications such as Salesforce, Slack, and Google Workspace, fostering a seamless flow of information across systems.
Pricing:
From $49/user/month
Pros:
- Comprehensive ticket management system
- Multichannel support including email, phone, chat, and social media
- Robust integration capabilities with popular applications
Cons:
- The learning curve could be steep for beginners
- The pricing may be on the higher side for small businesses
- Some users report occasional slowdowns during heavy usage.
12. Zoho Desk - Best for integrating with a suite of business applications
Zoho Desk is a context-aware help desk software that enables businesses to provide top-notch customer support. Its unique strength is the seamless integration it offers with other Zoho suite applications, setting it apart as an ideal choice for businesses already utilizing or intending to utilize the Zoho ecosystem.
Why I Picked Zoho Desk:
I selected Zoho Desk because it brings a unique aspect to the table – the ability to integrate smoothly with Zoho's comprehensive suite of business applications. This enables businesses to maintain data consistency and improve operational efficiency, which is why I believe it stands out as the best tool for integrating with a suite of business applications.
Standout Features & Integrations:
Some of the key features of Zoho Desk include its ticket management, multi-channel support, and reporting capabilities. Its standout integration capability allows it to sync seamlessly with other applications within the Zoho suite, including Zoho CRM, Zoho Analytics, and Zoho Projects.
Pricing:
From $12/user/month (billed annually)
Pros:
- Seamless integration with Zoho suite applications
- Robust multi-channel support
- Powerful reporting and analytics tools
Cons:
- Limited customization options compared to some competitors
- The learning curve for beginners could be steep
- User interface might seem less intuitive to some users
Other Cloud Helpdesk Software
Below is a list of additional cloud helpdesk software that I shortlisted, but did not make it to the top 12. Definitely worth checking them out.
- HubSpot Service Hub - Good for sales, marketing, and service alignment
- Help Scout - Good for small businesses looking for a simple, straightforward solution
- Intercom - Good for customer messaging at scale
- HelpCrunch - Good for multi-channel customer communication
- TeamSupport - Good for B2B customer support management
- SolarWinds Service Desk - Good for IT service management
- LiveAgent - Good for integrating live chat and phone support
- Groove - Good for startups and small businesses due to its simplicity
- UserVoice - Good for product feedback and management
- Alloy Software - Good for IT asset management
- Jitbit Helpdesk - Good for self-hosted helpdesk solution
- Spiceworks - Good for IT professionals needing a free option
- Re:amaze - Good for e-commerce businesses
- Mojo Helpdesk - Good for education sector support needs
- Teamwork Desk - Good for integrating customer support with project management
- osTicket - Good for organizations looking for an open-source solution
Selection Criteria For Cloud Helpdesk Software
In my journey to find the best customer support software, I explored and tested several tools. Each of these tools presented its unique blend of features and functionalities, and after rigorous evaluation, I've come up with specific criteria that, in my opinion, matter the most when selecting this type of software.
Core Functionality
The tool should enable you to:
- Manage customer inquiries across various channels (email, social media, chat, phone)
- Track, prioritize, and solve customer support tickets
- Collaborate with team members within the context of each customer interaction
- Automate routine support tasks to improve efficiency
- Generate insightful reports to analyze performance
Key Features
These are some of the crucial features to look for:
- Multi-Channel Support: A good customer support tool should offer support across various platforms including email, live chat, social media, and phone calls. This allows customers to reach out on the platform they find most convenient.
- Ticket Management: It should be easy to organize, prioritize, and track customer issues until they are resolved.
- Team Collaboration Tools: This includes features like shared inboxes, internal notes, and assignments that help teams work together to resolve customer issues.
- Automation: This includes features like rules, macros, or AI assistance that can automate repetitive tasks, saving time for the support team.
- Reporting and Analytics: Tools should provide data to track team performance, ticket volume, response times, and customer satisfaction scores to help you make data-driven decisions.
Usability
User experience is critical for this type of software. Here's what to look for:
- Intuitive Interface: A clean, intuitive interface that makes it easy to view and manage tickets, converse with customers, and collaborate with the team.
- Easy Onboarding: The software should be easy to set up and start using, and it should also offer adequate resources to train your team.
- Accessible Customer Support: The tool’s own customer support should be helpful and easily reachable. This is crucial in case you encounter issues while using the software.
- Scalability: As your business grows, you need a tool that can grow with you. The software should be able to handle an increasing volume of customer inquiries without compromising its performance.
People Also Ask (FAQs)
What are the benefits of using cloud helpdesk software?
Using cloud helpdesk software comes with several benefits:
- Centralized Support: It allows you to manage and respond to customer queries from various channels in one place.
- Automation: It automates repetitive tasks, freeing up your team to focus on complex issues.
- Collaboration: It facilitates better team collaboration with features like shared inboxes, internal notes, and assignments.
- Scalability: Cloud-based solutions can easily scale with your business needs.
- Insights: It provides useful data insights, helping you track team performance and improve customer service.
How much do cloud helpdesk software tools usually cost?
The pricing of cloud helpdesk software tools can vary greatly depending on the functionality, the number of users, and the type of support provided.
What are the common pricing models for cloud helpdesk software?
Most cloud helpdesk software providers use a subscription-based pricing model, typically charged per user per month. Some offer a free version with limited features, while others offer free trials for a limited time.
What is the typical range of pricing for cloud helpdesk software?
The pricing for cloud helpdesk software can range from around $10/user/month for basic plans to several hundred dollars for premium enterprise-level plans.
Which are the cheapest and most expensive cloud helpdesk software?
On the cheaper end, tools like osTicket and Mojo Helpdesk offer plan starting from around $10/user/month. On the expensive side, premium tools like HubSpot Service Hub and SolarWinds Service Desk can cost over $100/user/month for their top-tier plans.
Are there any free cloud helpdesk software options?
Yes, there are several tools like Spiceworks and osTicket that offer free plans. However, these free plans often come with limitations in terms of features and the number of tickets or users they can support.
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Summary
To wrap up, selecting the best cloud helpdesk software involves consideration of several important criteria, including core functionalities, key features, and usability. Each software in this guide has unique strengths that make it suitable for specific use cases. Remember that the best tool for your business depends largely on your specific requirements and budget.
Key Takeaways
Here are three key takeaways from this guide:
- Understand Your Requirements: Before choosing a tool, make a list of the functionalities you need. This could be automation, omnichannel support, or integration with other business apps. Your choice should align with these requirements.
- Evaluate User Experience: A tool could have all the features you need, but if it's not user-friendly, it may hinder rather than help your support team. Consider the tool's design, ease of onboarding, and customer support quality.
- Consider Pricing and Scalability: Look beyond the initial cost of the tool. Consider its scalability and how well it can grow with your business. Make sure the tool is sustainable for your budget in the long run.
What Do You Think?
In the dynamic world of cloud helpdesk software, new tools, and functionalities are constantly emerging. If you've encountered a tool that you find valuable and it's not mentioned in this guide, I would love to hear about it. Your input might just help someone find their perfect helpdesk solution. So please, don't hesitate to share your experiences and suggestions.