Top 5 Cloud-based Helpdesk Software to Use in 2024

Freshdesk

Freshdesk is a robust cloud-based helpdesk solution designed to streamline customer support operations. Known for its user-friendly interface and comprehensive features, it’s an excellent choice for businesses of all sizes. Freshdesk supports omnichannel communication, which allows businesses to manage customer queries from multiple platforms like email, phone, chat, and social media, all from one unified dashboard.

Key Features:

• Omnichannel Support: Manage tickets from different platforms including email, chat, and social media.
• Automated Workflows: Create rule-based workflows to assign and escalate tickets automatically.
• Collaboration Tools: Freshdesk’s team collaboration features allow agents to work together efficiently on complex customer queries.
• Self-service Portal: Create a knowledge base where customers can find answers to common questions on their own.
• Analytics & Reporting: Access real-time insights to track key metrics like response time, resolution time, and customer satisfaction scores.

Best For:

Businesses looking for a simple, yet powerful solution with excellent collaboration and automation features.

Pricing:

• Free Plan for basic needs
• Paid plans start from $15/month per agent

Pros:

• Easy to set up and use
• Flexible customization options
• Excellent collaboration features

Cons:

• Some advanced features are only available in higher-tier plans

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is an IT helpdesk software primarily aimed at IT support teams. It offers a suite of features tailored to IT service management (ITSM), making it ideal for businesses that require robust IT support management. The platform follows ITIL best practices, ensuring compliance with global IT service management standards.

Key Features:

• ITIL-based Processes: Supports incident management, problem management, change management, and asset management.
• Automated Ticketing: Automatically categorize, prioritize, and assign tickets based on predefined rules.
• Knowledge Base: Maintain a library of solutions to frequently encountered issues.
• SLA Management: Ensure that service level agreements are adhered to with powerful SLA tracking features.
• Mobile App: Manage tickets and support from anywhere using the mobile app.

Best For:

Businesses that need a comprehensive IT helpdesk solution with ITSM capabilities.

Pricing:

• Free for up to 5 technicians
• Paid plans start from $10/technician/month

Pros:

• ITIL compliance
• Strong asset management features
• Good for larger teams with complex IT needs

Cons:

• Can be overwhelming for non-IT users
• Requires training to fully utilize its advanced features

Also read: Choosing The Right HelpDesk SaaS Software: Key Considerations for Businesses

Zendesk

Zendesk is a market leader in customer support software, trusted by thousands of businesses worldwide. The platform offers a highly customizable and scalable solution that fits businesses of all sizes, from startups to large enterprises. Zendesk is known for its simplicity and wide array of integrations, making it easy to connect with other business tools.

Key Features:

• Ticket Management: Centralized ticketing system to manage customer interactions across multiple channels.
• Automation & AI: Use AI-powered chatbots and automated workflows to manage repetitive tasks and improve response times.
• Multichannel Support: Handle inquiries via email, phone, chat, social media, and more.
• Customizable Dashboard: Customize your support dashboard to track metrics and monitor team performance.
• Third-Party Integrations: Connect with various apps and platforms like Slack, Salesforce, and Shopify.

Best For:

Businesses of all sizes are seeking a highly customizable and scalable customer support platform.

Pricing:

• Free trial available
• Paid plans start at $19/month per agent

Pros:

• Extensive integration capabilities
• Scalable and customizable
• Powerful automation features

Cons:

• Can become expensive as your team grows
• Some advanced features require technical setup

Zoho Desk

Zoho Desk is part of the Zoho ecosystem, offering a fully-featured helpdesk solution that integrates seamlessly with other Zoho products. Zoho Desk allows companies to improve customer support by automating workflows and offering multi-channel support. Its ease of use, affordability, and powerful analytics make it a favorite for small to mid-sized businesses.

Key Features:

• AI-Powered Assistance: Zia, the AI assistant, helps with ticket classification, suggesting responses, and tracking customer sentiment.
• Multi-channel Support: Manage support across email, social media, live chat, and phone.
• Customizable Workflows: Automate repetitive tasks and design custom workflows to streamline support.
• Time Tracking: Monitor time spent on tickets to improve productivity and customer satisfaction.
• Integration with Zoho Suite: Integrates seamlessly with other Zoho tools like CRM, SalesIQ, and Zoho Analytics.

Best For: Small and medium-sized businesses looking for an affordable, all-in-one helpdesk solution that integrates with other tools.

Pricing:

• Free plan available
• Paid plans start from $12/agent/month

Pros:

• Seamless integration with Zoho’s other business apps
• User-friendly interface
• Affordable pricing plans

Cons:

• Some features are limited in lower-tier plans
• Lacks advanced reporting tools compared to competitors

NinjaOne (formerly NinjaRMM)

NinjaOne, formerly known as NinjaRMM, is a cloud-based helpdesk and IT management platform focused on remote monitoring and management. It’s particularly beneficial for IT teams and managed service providers (MSPs) that need to offer robust support services across multiple client systems. With its focus on simplicity and efficiency, NinjaOne combines ticketing, remote monitoring, and asset management into a single platform.

Key Features:

• Ticketing System: A fully integrated ticketing system to track and resolve issues efficiently.
• Remote Management: Monitor and manage endpoints remotely, allowing IT teams to resolve issues without physical access.
• Patch Management: Automate the patching of operating systems and third-party applications.
• Asset Management: Keep track of all devices, hardware, and software used in the organization.
• Reporting & Analytics: Generate detailed reports on ticket resolution times, system performance, and more.

Best For: IT teams and managed service providers (MSPs) looking for a combined helpdesk and remote management solution.

Pricing:

• Custom pricing based on your needs

Pros:

• All-in-one platform for IT management
• Strong remote monitoring and management features
• Great for MSPs and IT departments

Cons:

• Custom pricing may be too expensive for smaller businesses
• Limited focus on customer support outside IT management

Top 5 Cloud-based Helpdesk Software 2024

When choosing the best cloud-based helpdesk software, it’s important to consider the specific needs of your business, such as integration capabilities, ease of use, and pricing. Freshdesk and Zendesk are great for customer support teams, while ManageEngine and NinjaOne cater more to IT service management. Zoho Desk offers a perfect balance for businesses looking for an affordable, all-in-one solution with strong integration features.

Each platform provides a unique set of tools, so selecting the right one will depend on the scale of your operations and the level of customization required.