Help Desk Software refers to the computer system used for logging customer queries and organizing and resolving them. Customers can raise tickets for their queries for resolving them. The help desk software benefits companies in various ways as it has provides quick turnovers on any technical issues, which enhances client satisfaction and retention. The software also helps in increasing the revenue and productivity of the organization. The major purpose of the help desk software is the centralized platform for customers and company for answering queries, troubleshooting problems and facilitating solutions.

1. Best Help Desk Software In 2021 -
Latest Quadrant Ranking Released by
360Quadrants
Help Desk Software refers to the computer system used for logging customer queries and organizing
and resolving them. Customers can raise tickets for their queries for resolving them. The help desk
software benefits companies in various ways as it has provides quick turnovers on any technical
issues, which enhances client satisfaction and retention. The software also helps in increasing the
revenue and productivity of the organization. The major purpose of the help desk software is the
centralized platform for customers and company for answering queries, troubleshooting problems
and facilitating solutions.
360Quadrants has chosen a few of the Best Help Desk Software providers in the market. This
assessment helps buyers know more about help desk software and make the most suitable
alternative based on their software needs. All the help desk software providers in this evaluation
have been evaluated against their products offered and business strategies and were placed on a
quadrant, which is updated quarterly. 360Quadrants also offers a SWOT analysis and helps these
software providers identify new opportunities and areas of development.
Help Desk Software Companies Quadrant Positioning
360Quadrants has assessed70software vendors that offer help desk software, out of which 30 were
placed on a quadrant under the categories: Visionary Leaders, Innovators, Dynamic Differentiators,
and Emerging Leaders.
Zendesk Support, Zoho Desk, LiveChat, Freshdesk, Salesforce Service Cloud Help Desk Software,
Intercom Help Desk, LogMeIn Rescue, Helpshift, Hiver, and Dixa have been identified as Visionary
Leaders in the Help Desk Software market.
Salesforce Essentials, Oracle Service Cloud, and Kayako have been recognized as the Innovators in
the Help Desk Software market.
osTicket, Agile CRM Help Desk Software, Issuetrak, GrooveHQ, Boomtown, Apptivo, and Thulium
have been positioned as the Emerging Companies in the Help Desk Software market.
HappyFox, Gladly, LiveZilla, OTRS, Gmelius, Teamwork Desk, HelpCrunch, LiveHelpNow, Deskpro,
and Vision Helpdesk have been identified as Dynamic Differentiators in the Help Desk Software
market.
Top Vendors of Help Desk Software includes –
1 Zendesk Support – Zendesk Support is one of the best help desk software solution that is designed
to fit various needs and resolve various problems at the workplace. Zendesk is a cloud based
software that is used for improving client and customer communication.
2 Freshdesk – Freshdesk is a cloud-based customer service helpdesk software that provides a single
platform to handle conversations with every customer. Freshdesk enables users to automate
workflows, provide self-service, manage SLAs, and measure metrics.

2. 3 Zoho Desk – Zoho Desk is a customer service platform that helps companies to offer a great
customer support experience. Zoho Desk extracts all customer interactions across multiple channels
into a single and clean interface.
4 Intercom – Intercom is a modern business messaging solution that provides a more personal
experience for a customer’s entire lifecycle. Intercom enables users to communicate personally with
every single customer and handle the tasks related to customer acquisition, engagement, and
retention.
5 LiveChat – LiveChat is a premium live chat and help desk software for business websites. It is
specifically designed to deliver amazing customer services to improve customer satisfaction and
increase online sales results.
6 HubSpot Service Hub – HubSpot Service Hub is a help desk customer service management
software that enables users to track customer requests and makes it easy to manage and connect
with customers. HubSpot Service Hub includes Marketing Hub, Sales Hub, Service Hub, free CRM
tools to finding solutions for customers.
7 Salesforce Service Cloud – Salesforce Service Cloud is a CRM platform, built on a SaaS model that
allows companies to manage all customer information and service applications. This platform
provides a 360-degree view of customers enabling organizations to offer smarter and more
personalized services.
8 LiveAgent – LiveAgent is a cloud-based fully-featured help desk software that provides better
customer service across all communication channels such as email, chat, social media and phone. It
is an omnichannel help desk system, available through an online browser, plugins, and mobile
applications to operate from anywhere at anytime.
Other vendors of Help Desk Software are Crossover, Issuetrak,
Webkul, SalesAutoPilot, Requestor, Vision Helpdesk, Teamdynamix, NTG Clarity Networks, Hund,
Trouble Ticket Software, Enchant, Grexit, Talkative, Boomtown, Otrs, Gorgias, One-to-one
service.com, Thulium, SupportSystem, Gladly, HappyFox Inc, Supportbee and Gmelius SA.
Essential Features of a Helpdesk
 Helpdesk software system can manage incoming tickets by automatically tagging,
categorizing and assigning tickets from multiple sources into one place.
 Helpdesk software will help internal staff to cooperate with other teams by increasing
visibility between them. The software can keep the customer responses and priorities ahead
of the team on the same page so that the staff can just focus on supporting customers.
 It is a customer portal that has a customizable and customer-facing interface to enroll tickets
and communicate with representatives.
 Helpdesk software provides an automatic and standard response to a customer when they
first inquire.
 Helpdesk software enables social integration for customers and representatives to
communicate with each through social networks. This helps the customers to get a quick
response for their question.