One of the biggest problems with customer service is that it’s often difficult to track and manage customer interactions. This is especially true when those interactions happen through email, which can quickly become overwhelming if not properly managed.
That’s where an email help desk software — also referred to as an ‘email ticketing system’ — comes into play. Help desk software is designed to make it easier to manage customer interactions by providing a central location for all customer communication, including emails, support tickets, chat transcripts, and more.
But with so many email help desk systems available, it can be difficult to decide which system is right for you. In this guide, we’ll review the top 10 email help desk software platforms in 2022, ranked based on features, price, ease of use, and many other factors, so you can make an informed decision. Let’s get started!
Best Email Help Desk Software: Top 10 For 2022
Below are some of the top 10 email help desk software platforms, ranked according to their feature set, price, and utility.
- Zendesk — The best email help desk software with its robust features and scalability
- Freshdesk — The best software with a comprehensive suite of customer support tools
- ProProfs Help Desk — An excellent email help desk for small businesses
- Zoho Desk — A great all-in-one solution
- Hiver — A great option for businesses that use Gmail
- HelpCrunch — A great option for businesses that use multiple channels
- LiveAgent — Perfect help desk email software for small businesses
- SolarWinds Service Desk — Best help desk ticketing system that offers process automation
- Intercom — Perfect help desk email software for building engagement
- SpiceWorks Help Desk — Best free to use help desk email system
We’ve explored each software tool in detail, and built a list of features for each platform so that you can more easily compare their uses.
Best Email Help Desk Software — Compared
So, which email help desk software is best for you? Let’s take a closer look at our top picks.
1. Zendesk — The best email help desk software with robust features and scalability
Zendesk is a customer service software company that offers help desk and CRM software to businesses of all sizes. The company was founded in 2007 and is headquartered in San Francisco, California.
The Zendesk platform is designed to help businesses manage customer support interactions through a ticket-based system. It offers a suite of tools to help businesses track customer interactions, automate workflows, and improve customer support efficiency.
Zendesk’s simple, intuitive interface makes it easy to find what you’re looking for. All conversations are organized in one place so that communication between customers and providers of their needs goes smoothly, both efficient and personal.
Improve your customer experience with a help center and community forum. Zendesk’s platform gives you the tools to empower customers while reducing their need for support tickets by empowering them through self-service options like online tutorials or live chat functionality built into every page of your website.
Zendesk is also highly scalable, meaning it can grow with your business. It is available in a variety of plans, starting at just $49 per month. And, if you need more advanced features, there are also enterprise plans available.
Features:
- Ticket management: The Zendesk platform allows businesses to manage customer support interactions through a ticket-based system. This helps businesses track customer interactions, automate workflows, and improve customer support efficiency.
- Customer service measurement: The software also includes features that allow businesses to measure the performance of their customer support operations and track customer satisfaction levels.
- Ease of use: Zendesk is one of the most popular help desk software providers, receiving several awards and accolades from various industry publications. The company is also well known for its customer service, rated as one of the best in the business.
Pros:
- Easy to use
- Highly customizable
- Excellent customer support
- Scalable plans to suit businesses of all sizes
Cons:
- Some features require a paid subscription
Price: Suite Team Plans starts at $49.00
2. Freshdesk — A comprehensive suite of customer support tools
Freshdesk is another excellent email help desk software option. It offers a comprehensive suite of customer support tools, including an email ticketing system, live chat, knowledge base, and more. Freshdesk also has a robust reporting and analytics platform that gives you insights into your customer service performance.
With Freshdesk, you can create custom ticket forms and workflows to fit your specific needs. You can also set up autoresponders and canned replies to save time when responding to common inquiries. And, if you need to support customers in multiple languages, Freshdesk has you covered with built-in language translation tools.
Freshdesk offers a free plan for businesses with up to 10 employees. Paid plans start at $15 per month and increase based on the number of employees and features you need.
Features:
- Twitter and Facebook integration — Freshdesk allows businesses to connect with their customers on social media and provides a platform for customers to engage with the business.
- Mobile App — Freshdesk offers a mobile app that allows businesses to manage customer support on the go.
- Freshdesk Marketplace — The Freshdesk Marketplace offers a wide range of add-ons and integrations that businesses can use to improve their customer support.
Pros:
- Comprehensive suite of customer support tools
- Easy to use
- Robust reporting and analytics platform
- Free plan for small businesses
Cons:
- Limited integrations
Price: Offers a free plan. Upgrade starts $15.00/agent
3. ProProfs Help Desk — Best email help desk option for small businesses
ProProfs provides the most user-friendly email-based help desk software ticketing system available, which is as simple to use as Gmail. Agents may quickly adjust a support ticket’s priority to ‘High,’ ‘Low,’ or ‘Normal,’ ensuring that urgent tickets never fall through the gaps and are addressed first.
The best part about utilizing ProProfs is that you can receive access to a variety of customer support resources, such as live chat, a knowledge base, and a survey creator, to help you provide excellent service 24 hours a day, seven days a week. Internal comments, custom fields, ticket labels, internal chat, and other collaboration capabilities help customer support teams achieve more together.
Features:
- User-friendly — The ProProfs Help Desk Software email system is designed to be user-friendly, making it easy for businesses of all sizes to manage customer support and technical assistance operations.
- Realtime Collision Detection — This ensures that tickets are not created unnecessarily and that customers are not contacted more than once for the same issue. This feature helps to improve customer service and reduce the amount of time spent resolving issues.
- Create NPS And CSAT Surveys — This allows businesses to create and send NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) surveys to customers in order to measure customer satisfaction levels.
Pros:
- Easy to use
- Affordable
- Excellent customer support resources
Cons:
- Complex ticket routing issues
Price:: Help Desk plans starts at $15.00
4. Zoho Desk — A great all-in-one solution
Zoho Desk is an all-in-one customer support software that offers everything you need to provide excellent customer service. With Zoho Desk, you can manage your customer inquiries through an email ticketing system, live chat, knowledge base, and more.
Zoho Desk also has a robust reporting and analytics platform that gives you insights into your customer service performance. You can use these insights to improve your processes and ensure your team provides the best possible service.
Zoho Desk offers a free plan for businesses with up to three agents. Paid plans start at $14 per agent per month and increase based on the number of features you need.
Features:
- Multichannel support — Zoho Desk allows businesses to provide support through email, chat, and phone. This helps businesses to provide customer support through the most convenient medium for the customer.
- Templates & keyboard shortcuts — Zoho Desk comes with built-in templates to help businesses create and send standard replies quickly. Keyboard shortcuts also help businesses to reply to customers quickly and efficiently.
- Mobile applications — Zoho Desk offers mobile applications for Android and iOS devices, allowing businesses to manage customer support from anywhere.
Pros:
- All-in-one customer support software
- Robust reporting and analytics platform
- Free plan for small businesses
Cons:
- Steep learning curve
Pricing: Offers a free plan. The Standard upgrade starts at $14.00/agent.
5. Hiver — A great option for businesses that use Gmail
Hiver is a customer support software that integrates with Gmail to provide an email ticketing system, live chat, knowledge base, and more. Hiver makes it easy to keep track of your customer inquiries and provides various resources to help you provide excellent customer service.
With Hiver, you can create custom ticket forms and workflows to fit your specific needs. With a simple click, help desk supervisors may designate emails as tasks to their team members. To better organize and manage client interactions, agents can designate emails as ‘Open,’ ‘Pending,’ or ‘Closed.’
Features:
- Email tags — You can add labels to emails to help you organize them. For example, you might add a “Customer support” tag to all of your customer support emails.
- Integrates with Google Sheets — Hiver integrates with Google Sheets, making it easy to track customer progress and create reports.
- Collision detection — If two team members try to edit the same email, Hiver will show them a warning and let them know who edited it last.
Pros:
- Integrates with Gmail
- Simple and user-friendly
- Customizable ticket forms and workflows
- Activity monitoring
Cons:
- Limited mobile app functionality
Pricing: Lite plan starts at $15.00/user/month
6. HelpCrunch — A great option for businesses that use multiple channels
At a glance, HelpCrunch appears to be a typical email ticketing system. However, a few subtle elements in HelpCrunch’s UI set it apart from its competitors. For example, it color-codes tags so that it is easier for users to identify the status of tickets. A customer service representative must work quickly, so being able to evaluate information promptly is essential.
HelpCrunch also has an internal notes function, which is a unique feature. In open cases, reps may communicate with each other through comments to determine how to best connect with the consumer. If you are dealing with difficult problems requiring the assistance of a product specialist or customer care manager, you might find this helpful.
Features:
- Live Chat — Its live chat feature lets businesses communicate with their customers in real-time. This helps businesses provide instant support to their customers, leading to better customer satisfaction and higher sales.
- Email Marketing — HelpCrunch’s email marketing feature lets businesses send automated emails to their customers. This helps businesses keep in touch with their customers and promote new products and services.
- Auto-messages — HelpCrunch’s auto-messages feature lets businesses send automated messages to their customers. This helps businesses keep in touch with their customers and promote new products and services.
Pros:
- Color-coded tags
- Internal notes function
- Live chat
Cons:
- Limited reporting customizations
Pricing: Basic Plan starts at $12.00/agent
7. LiveAgent — Perfect help desk email software for small businesses
When it comes to top-notch customer support, LiveAgent is the best email integration help desk software in the market. It offers a wide range of features perfect for small businesses and enterprises alike. This software was created with the idea of helping businesses manage customer support more effectively. It offers a ticketing system, a knowledge base, chat support, and phone support.
One of the best things about LiveAgent is that it is incredibly user-friendly. Even those who are not very tech-savvy will be able to use it without any problems. The interface is easy to understand and navigate, which makes using the software a breeze.
Features:
- Workflow Automation — You can automate tedious and monotonous processes using LiveAgent. For a quicker support process, agents can use prefabricated solutions for frequent customer concerns, automate the ticket routing process, and define time or SLA restrictions.
- Ticket Tags — You can use ticket tags to help you organize and track your tickets. This is a great way to keep on top of all the support requests you are receiving.
- Automatic Ticket Routing — With automatic ticket routing, you can quickly and easily assign tickets to the appropriate agent. This will save you time and ensure that all tickets are handled promptly.
Pros:
- User-friendly interface
- Wide range of features
- Automates tedious and monotonous processes.
- Ticket routing and SLA restrictions
Cons:
- Limited automated-response feature
Pricing: Ticket Plan starts at $15/agent/month
8. SolarWinds Service Desk — Best help desk ticketing system that offers process automation
When it comes to finding the best email help desk software, SolarWinds Service Desk is a top contender. It offers an intuitive interface, powerful features, and ample scalability to accommodate businesses of all sizes. Upon launching the program, users are greeted with a sleek and modern dashboard. From this page, they can quickly access all the features they need to manage customer support requests.
You may personalize the dashboard to emphasize the essential KPIs for your team and business. When requests are sent through the SolarWinds service desk, agents can obtain useful visibility. They can quickly follow the status of all tickets allocated to them and review the SLAs associated with particular requests.
Features:
- Ticket Prioritization — Agents can quickly and easily prioritize tickets by dragging and dropping them into the desired order.
- Automation Rules — You can create powerful automation rules that automate repetitive tasks, such as assigning a ticket to a specific agent or forwarding it to another department. Reporting — You can generate detailed reports on agent productivity, customer satisfaction, and more.
- Intuitive Interface — The interface is sleek and modern, making it easy to navigate for agents. Powerful Features — Agents have access to a wide range of powerful features that enable them to manage customer support requests
Pros:
- The interface is sleek and modern
- Scalability of the program
- Integrations available
Cons:
- The price may be out of reach for some small businesses
Pricing: Team Plan starts at $15/agent/month
9. Intercom — Perfect help desk email software for building engagement
Intercom is help desk software that businesses can use to manage customer support. It offers several features, including ticketing, chat, and voice support.
Intercom’s Inbox allows you to simply categorize and reply to email and social media discussions on your website and mobile apps. Agents can reply to consumers even while away from their workstations using native iOS and Android applications.
Using this customer care email software, you may set up different inboxes for support and sales. Furthermore, your agents may use permissions, notes, and mentions to communicate smoothly on difficult client issues or queries.
Features:
- Canned Responses — You can save time by creating and using canned responses for frequently asked questions.
- Automatic Ticket Assignments — If a new conversation is created from an email or social media post, Intercom will automatically create a ticket and assign it to the right agent.
- AI-powered bots — You can use bots to help automate simple tasks, like providing product information or answering common questions.
Pros:
- Ease of use
- Social media support channels
- Process automation
- Auto-ticket queue management
Cons:
- Intercom is not the cheapest help desk software on the market
Pricing: Starts at $59.00/month
10. SpiceWorks Help Desk — Best free to use help desk email system
SpiceWorks Help Desk is a free-for-everyone software that is designed to help manage and support a help desk or service desk. It offers features such as asset management, ticketing, reporting, knowledge base, and more.
This software was built with small businesses in mind, but anyone can use it.
You may utilize Spiceworks Help Desk’s User Portal to allow your users to submit new tickets and track the status of current ones without having to contact you all the time. Additionally, you can use the Knowledge Base to save time by storing answers to frequently requested user inquiries.
Features:
- Custom Fields — Using custom fields, you can track any information about tickets that is important to you and your team.
- Agent Collaboration — Agents can collaborate on tickets to resolve them faster. This is great for teams that are distributed across different time zones.
- Ticket Filters — You can create filters to automatically assign, reassign, or delete tickets based on specific criteria. This is a great way to keep your inbox organized and streamlined.
Pros:
- Free to use
- User Portal
- Knowledge Base
- Custom Fields
- Ticket Filters
Cons:
- Not for large-scale business
Pricing: Free
What is a help desk?
A help desk is a ticketing system that helps organizations manage and track customer service issues. It is a computerized system that allows customer service representatives (CSRs) to log, track, and resolve customer complaints.
Customers can also use the help desk application to open tickets for support requests. The ticketing system then assigns the ticket to a support representative who works to resolve the issue.
The help desk system also provides a way for customers to track the progress of their tickets and receive updates on the resolution status.
Do you want to minimize customer complaints and enhance your interactions with them? What if we tell you that in the process, you can also increase your lead conversion rate? All this is possible by using an email tracking software. Here’s our guide on the best email tracking software in 2022.
What is a ticket?
A ticket is a record of an issue that is opened and assigned to a support representative. The ticket contains all the information about the issue, including the customer’s contact information, the details of the issue, and any supporting documentation.
How Can Help Desk Help Simplify Your Customer Support?
Organizations of all sizes are looking for ways to improve customer service, and one way to do this is by using help desk software. This type of software can make it easier for your customers to get the help they need and can also simplify your customer support process.
Here are some of the most important features of help desk software and how they can benefit your business.
Ticket Management
Help Desk software allows you to create and manage tickets for customer support requests. You can easily assign tickets to specific team members, track the progress of each ticket, and set due dates. This helps ensure that all customer support requests are handled on time.
Customer Portal
Many help desk software programs include a customer portal, a web-based interface that allows your customers to submit and track support tickets. The customer portal makes it easy for your customers to get the help they need and eliminates the need for them to call or email your support team.
Knowledge Base
A knowledge base is a collection of articles that provide information about how to use your product or service. A help desk software program with a knowledge base can make it easier for your customers to find the information they need to solve common problems. The knowledge base can also be used to store answers to frequently asked questions.
Reporting
Help Desk software can provide detailed reports about customer support activity. This information can help you track the progress of your customer support efforts and identify areas where you can improve your process.
Conclusion : what is the best email help desk software for 2022 ?
Overall, the best email help desk software is one that offers a wide range of features and capabilities while being easy to use. It should also be affordable and scalable so that it can grow with your business. If you are looking for a new email help desk software, then these we recommend Zendesk.