29. January 2020 Blog

The Most Comprehensive Comparison of Helpdesk Software for 2021

Equip your customer support team with the best helpdesk system and unlock its full potential in 2021.

It’s no secret that today's customers expect stellar, omnichannel support. In fact, 54% of all surveyed consumers say that they have higher customer service expectations than they did just one year ago. 

Even though it can be challenging for businesses to meet those expectations, it’s definitely worth trying. Companies that excel at customer experience are said to drive revenues 4% to 8% higher than those of their market — and that's just one of example of how beneficial customer support can be. If done right, that is.  

Fortunately, there are dedicated tools, such as helpdesk software, that make it possible to stay on track with customers’ requests across the channels, answer their queries, and resolve issues in a fast and effective manner.  The question remains, though — how do you choose the best helpdesk software for your needs? 


BIG NEWS! We put together downloadable step-by-step buyer's guide on how to choose the best call center software in 2020.


Choosing the best helpdesk software for your needs 

1. Take a closer look at the available features.

If you’ve been involved in customer service for a while now, you should already have a good grasp of specific needs and expectations that your customers have when it comes to support. Make sure the software you choose can actually help you meet those needs and expectations — be it offering support via live chat, calls, emails, or anything else. If your tool doesn’t allow you to handle the channels that are popular among your customers, most likely it’s not the right one for you. 

2. See whether it can be integrated with the tools you already have in place.

In order to provide outstanding support, you should always have all your details and contact information updated and synchronised across systems. That’s precisely why system integration is important, and why you should choose the helpdesk software that can easily be integrated with other tools — especially if you’ve already been using them successfully.

3. Check how secure the tool is.

Nowadays, data security can’t be ignored. One way to ensure the security and privacy of your data is to use reliable, transparent tools. Make sure you can trust your software provider.  After all, you will be managing a lot of customer data, and the way you handle it matters for everyone involved. 

4. See the pricing and contract terms.

Every software provider has its own pricing model that will likely depend on the specific features and needs of your business. Make sure the chosen pricing package allows you to leverage all the features that you need, and that it can be easily modified once your business grows. 

5. Consider testing out at least a few alternatives.

Basically, no matter what features you wish to take advantage of, make sure you can test them all out during a free trial. Otherwise, you might end up stuck with a helpdesk software that’s difficult to use. 

To make this important decision a bit easier, we’ve gathered the most popular tools on the market. Read on to learn all about them. 

Helpdesk software you might want to consider in 2020 (sorted alphabetically)

1. AzureDesk

AzureDesk is software suitable for any company. It offers all the “must-have” features: a ticketing system to track support cases, sleek UI, and a 3rd party integration with the most popular online tools. All of that — and affordable, too. 

Customer type: Businesses of all shapes and sizes

Customer review: 4.5/5 * (48 reviews in Capterra

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $12/user/month

2. Dixa

Dixa is helpdesk software for customer-facing teams that unifies all communication channels and data in one platform. The platform employs smart routing and workflows powered by data and algorithms so that customers are paired with the correct agents, along with all of the relevant customer data, insights, and sentiment necessary to provide further context. Dixa’s user-friendly interface and 360-degree view of the customer makes it easier for agents to deliver quicker, more personalized support for better customer experience. The browser-based software currently supports phone, live chat, email, Facebook Messenger, WhatsApp, and SMS.

Customer type: Small Businesses, Mid-Market

Customer review: 4.2/5 * (230 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $99/user/month

3. Freshdesk

Freshdesk is a full-service system that offers powerful solutions for customer service. It unifies all conversations from emails, phone calls, website, chats and social networks, and helps you resolve issues across channels effortlessly. Moreover, this software allows you to automate workflows, offer convenient self-service options, manage SLAs, and generate reports.

Customer type: Businesses of all shapes and sizes

Customer review: 4.5/5 * (2125 reviews in Capterra

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $15/user/month

4. Front

Front is an online tool that offers several useful features for handling your everyday communication. Thanks to Front, you can easily manage a high volume of emails with shared inboxes for support and sales addresses. This type of cloud-based app ensures that all your team members will have a better overview of what is happening across the business. 

Customer type: Businesses of all shapes and sizes

Customer review: 4.6/5 * (197 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $9/user/month

5. HappyFox

HappyFox is a practical help desk solution that helps you provide multi-channel support for customer requests coming from your mailbox, website, phone and social media. It can be integrated with business applications for accounting, customer feedback, CRM, commerce, etc. Moreover, community forums and knowledge bases help customers receive instant support and connect with one another.

Customer type: Businesses of all shapes and sizes - especially IT, customer support, operations, facilities, HR, marketing, and finance teams. 

Customer review: 4.6/5 * (114 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $29/user/month

6. Help Scout

Help Scout is a cloud-based software suitable for companies of all sizes. Thanks to advanced features like in-class-reporting, integrated knowledge base, robust API, tons of integrations, and a free iOS & Android app, you can keep your team members on the same page and help them focus on the most important part of your business — customers. 

Customer type: Businesses of all shapes and sizes

Customer review: 4.3/5 * (182 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $12/user/month

7. Hiver

Hiver is an online tool which helps you manage customer support and sales right from your Gmail account. It gives you everything you need to run an outstanding customer support operation. Thanks to this software, teams can collaborate on shared email accounts like support or sales without having to leave Gmail.

Customer type: Companies using Gmail/G suite for work

Customer review: 4.5/5 * (223 reviews in G2

Pricing: Starts from $14/user/month

8. Insided

The inSided online community platform was built to help you scale your customer support effortlessly. It helps you with self-service, retention, product adoption and advocacy so your customer support team can provide better and more personalized support day in and day out. 

Customer type: Built mainly for B2B-software companies and telecom providers

Customer review: 4.2/5 * (15 reviews in G2

Pricing: Starts from $900

9. Intercom

Intercom is a modern business communications platform helping companies interact with their customers at scale. It allows you to build customer relationships with scalable messaging and provide a more personal experience for your customers throughout their lifecycle. Moreover, it enables behavioural targeting to help you better understand, improve, and benefit from customer communication. 

Customer type: Businesses of all shapes and sizes

Customer review: 4.3/5 * (887 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $38/user/month

10. Kustomer

Kustomer is an omnichannel platform which helps mid-market companies and enterprises deliver standout experiences. It helps you increase satisfaction and loyalty by empowering agents to engage with customers in personalized, efficient, and effortless conversations.

Customer type: For mid-market and enterprise clients (especially involved in retail, healthcare, tech, logistics, wholesale, and transportation services). 

Customer review: 4.4/5 * (100 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $99/user/month

11. LiveAgent

LiveAgent is a cloud-based help desk software that is affordable for both SMBs and large enterprise companies. It combines all of the channels your customers can reach you through into one easy-to-use platform. Emails, chats, social networks such as Facebook, Twitter, Viber and Instagram, as well as your built-in call center, all in one place. It comes with more than 175 features included and offers you a fresh start to your customer support.

Customer type: Small, medium-sized businesses and enterprise companies

Customer review: 4.5/5 * (1135 reviews in G2

Tool integration: Yes, 40+ integrations available at the moment.

Pricing: Starts from $15/user/month

12. Zendesk Support

Zendesk is a smart, user-friendly app that simplifies customer support through its intuitive and time-saving features such as task automation and notification alerts.  It consists of a help desk, customer support, chat, call center and knowledgebase modules that you can upgrade separately.

Customer type: Businesses of all shapes and sizes

Customer review: 4.4/5 * (2323 reviews in G2

Tool integration: Yes, find all integration partners in the Marketplace.

Pricing: Starts from $9/user/month

Once you pick the best helpdesk software, you can easily browse available integrations and make sure you offer outstanding support across the channels. Speaking of which, did you know that most of these tools can be integrated with CloudTalk?  Feel free to take advantage of it!

13. Tidio 

Tidio is a customer communication product. It provides multi-channel support so your agents can communicate with customers on the go. Live chat, messenger, and email are all supported.

Customer type: SMB, e-commerce, Web business

Customer review: 4.7/5 * (28 reviews in G2

Tool integration: Yes, Zapier only

Pricing: Starts from $0/month (up to 3 users), then $15/user/month

Helpdesk Software that integrates with CloudTalk

If you’d like to connect your Helpdesk with a business phone system to make it easier for your customer support team to receive calls, here’s a list of Helpdesk software platforms that integrate natively with CloudTalk (including quick integration overview):

  • Zendesk - CloudTalk + Zendesk integration will help you deliver the highest level of customer care. This integration reduces wasted employees' time on unnecessary tasks, so they have more time to take care of your customers.
  • Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. Caller's details before picking up the call, click to call feature, sync is done for deals, 2-way sync, tickets and contacts, etc. 
  • Help Scout - Integration and synchronization with CloudTalk is a perfect solution for customer support management. Your data will always be up-to-date, which means your agents can provide callers with a better experience (Calls, Notes, Contacts, Recordings, Tags). 
  • LiveAgent - CloudTalk + LiveAgent integration allows you to get information on caller tickets and see recent call history directly in LiveAgent. 
  • Intercom - Seamless integration with CloudTalk Live allows you to switch from a chat to a call and back without ever leaving your Intercom Messenger interface.
  • Front - Integrate CloudTalk with your Front helpdesk software and streamline communication between you and your customers thanks to advanced call routing, IVR, click to call or many other features.
  • Kustomer - CloudTalk integration with your Kustomer helpdesk software will give your agents an easy way to communicate with customers and real-time synchronize information between the 2 apps (Calls, Notes, Contacts, Recordings, Tags).
  • or connect with other 1500+ thanks to CloudTalk + Zapier integration

CloudTalk helps thousands of companies grow better every year. Start with 14-days FREE trial now (no credit card required). Interested in checking a comparison of best live chat software?