10 Great Online Support and Help Desk Apps

Providing great customer service can make all the difference in creating a brand that people trust. In a recent example of great customer service, online shoe retailer Zappos paid out $1.6m to customers for a mistake they made themselves. The move brought both great PR and an reaffirmed sense of loyalty and trust in the Zappos brand from their huge customer base. While we can all hope to avoid such a pricey bit of customer service, it’s important to recognize how vital it is to business.

Whatever size your online operation, you are going to need some sort of online support. If you’ve ever tried using plain old email for this, you’ll know how quickly it can get out of control. A far better solution is to use one of the many support and help desk apps around. That’s why we’ve compiled a list of ten support apps to browse and consider.

Here at Envato we use Kayako’s eSupport, which has proven to be an effective tool. It’s not super pretty, but it’s got a lot of functionality and if you buy the self-hosted version then you pay for it once and use it forever. This is a considerable price difference when compared to products like ZenDesk where you pay per user.

Kayako

Kayako

Kayako

About Kayako: “Kayako is a well established provider of web-based support desk software and live chat solutions. We are a privately held company based in Punjab, India (as Kayako Infotech Ltd.) and Boise Idaho, United States of America (as Kayako Inc.).

The flexibility and ease of use of our software makes it popular amongst a broad audience – including small to medium businesses, enterprises, charities and government agencies. More than 30,000 organizations rely on our solutions to consolidate, streamline and improve not just their support front, but also their sales and general business operations.”

Zendesk

Zendesk

Zendesk

About Zendesk: “Zendesk extends good help desk karma to any company looking to offer professional-grade support service with very little effort. Using the benefits of Web-based communications and social media, it has helped companies of all sizes move their help desk and customer support operations to the Web. Companies such as Twitter, MSNBC, Scribd, IDEO, John Lewis, and Books-a-Million can attest to the fact that with Zendesk, the name of the game is simplification.

Zendesk is built upon the idea that help desk support doesn’t have to be complicated and cumbersome.”

Tender Support

Tender Support

Tender Support

About Tender Support: Tender Support is a hosted help desk solution that provides a community for users to discuss issues and even come up with their own solutions. However, users can also submit requests to your customer support staff. This help desk solution also offers knowledge base features and Lighthouse integration.

Cerberus Helpdesk

Cerberus Helpdesk

Cerberus Helpdesk

About Cerberus Helpdesk: “Cerb5 is a fast and flexible CRM toolkit. Remember anything about anybody, deftly reply to an e-mail flood, quarantine spam, capture organic feedback, track time, flag opportunities, share tasks, and otherwise collaborate efficiently. Built for one-person startups through Fortune 500 giants.”

Get Satisfaction

Get Satisfaction

Get Satisfaction

About Get Satisfaction: “It’s a social support application for engaging your customer community to reduce support costs, build buzz and collect feedback. Unify interactions across your Website, Facebook, Twitter, blog, and mobile apps. For companies of all sizes.”

Vision Helpdesk

Vision Helpdesk

Vision Helpdesk

About Vision Helpdesk: “In a nutshell Vision is about High Speed Performance, Security, Reliability, Scalability, Portability and User-Friendliness. Vision Helpdesk reflects the state of the art in web based helpdesk solutions. It well derives benefits of latest Web2.0 technology and equip support staff with fast, secure and user-friendly interface. It is extensively designed with PHP Ajax that offers user-experience improvement, decreasing user delay, decrease in bandwidth usage, high speed results and loads of features.”

osTicket

osTicket

osTicket

About osTicket: “osTicket is a widely-used open source support ticket system. It seamlessly integrates inquiries created via email, phone and web-based forms into a simple easy-to-use multi-user web interface. Manage, organize and archive all your support requests and responses in one place while providing your customers with accountability and responsiveness they deserve.”

Helpdesk Pilot

Helpdesk Pilot

Helpdesk Pilot

About Helpdesk Pilot: “Helpdesk Pilot allows you to manage your support services more efficiently, treating each and every incoming request as a unique, traceable ticket.

Collate support requests sent in via email, through the web or over the phone into a feature rich help desk solution that both empowers your support agents and reassures your end-users of quick, efficient and quality support.”

Mojo Helpdesk

Mojo Helpdesk

Mojo Helpdesk

About Mojo Helpdesk: “Mojo Helpdesk is a hosted ticket tracking / on demand help desk service that allows organizations to centralize, assign and track user requests, whatever they might be. Use it to track customer and tech support requests, internal tasks management, or for anything that should not fall through the cracks. Mojo tracks requests till they get done.”

DeskPRO

DeskPRO

DeskPRO

About DeskPRO: “DeskPRO is a customer relationship management system. The major components of the product include a ticket system with email integeration, knowledgebase, teamwork tools and extensive reports and statistics features.

DeskPRO has features that can be tailored to suit every business. You can create the perfect helpdesk using customizable categories, priorities, workflows and custom fields.”

Reviews? Did we miss any?

Which of these (or any you recommend below) apps would you most like to see reviewed? Please let us know in the comments. Thanks! If you know of any great support apps or resources we’ve missed, be sure to add them in the comments section below.


  • http://alterposer.com Ap

    My fav isn’t really a Help Desk App, more like a Live Chat Support. Maybe you guys could make a Top Live Chat Support Article!

    Well I like Zopim, great features and just purely amazing!
    http://www.zopim.com/

    My fav feature is that you can reply by IM.

    But GetSat is deff my favorite from your list. Thanks for the list!

  • http://www.pobox.com/~meta/ mathew

    I use RedMine. http://www.redmine.org/

    • http://www.gawry.com Gustavo Gawryszewski

      Redmine is a great project management tool, but i dont like it for Help Desk.

  • http://www.inixnetwork.com Simon Bouchard

    We use Request Tracker (RT) from Best Practical (http://bestpractical.com/)

  • http://infrenion.com/ Infrenion Networks

    We are using Vision Helpdesk for 8 months now and its simply awesome ! Vision Helpdesk’s Satellite Helpdesk feature has helped us to manage support for our three companies at one place.

    Further we are planning to go for Vision Helpdesk Unlimited Domain Version to offer End User Support to our Reseller Clients Clients..

    We highly recommend Vision Helpdesk, First its Economical starts from $9.99 per month Second Feature Rich and Third Best Support offered by Vision Helpdesk Team.

    Infrenion Networks

  • http://angelobeltran.com/blog Angelo Beltran

    Thanks for the list. I will check out osTicket. I hope it’s better than http://otrs.org/

    • http://www.gawry.com Gustavo Gawryszewski

      I think OTRS is the best Open Source option out there

      • Thiago

        Wonder why you didn’t told it in the post itself :S

  • http://supersite.me Simon

    IzzyHelp.com is missing, it’s a dynamic FAQ/Knowledgebase with Helpdesk, easy to install and use.

  • Tal

    I’d be interested in a review of Cerberus

  • http://knowledgecity.com Jae Xavier

    Kayako is pretty good. Some of these tools are very good for web hosting companies.

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  • Jamie Edwards

    Would love to see you review kayako.com

  • http://beetil.com James Stewart

    I’m a bit impartial to http://Beetil.com – Great SaaS based implementation of ITIL

  • http://discussions.zoho.com/home Sivaranjani

    Hi,

    I would recommend you to review Zoho Discussions, an online forums software that helps you to setup customer support forums, intranet communities, etc. It is feature-rich and cost effective!

    You can evaluate the service at: http://discussions.zoho.com/home

    —–
    Sivaranjani

    ps: I work for Zoho discussions

  • http://www.oggchat.com Frank

    I use OggChat (http://www.oggchat.com) which is a live chat service that works with Gmail and Google Talk.

  • http://truban.sk Michal Truban

    great addon to helpdesk system is http://nicereply.com – customers can rate responses of your helpdesk agents

  • http://www.HRStop.com Shekhar

    We are looking for one to be used by HRstop.com .. lets see which one is viable for us.

  • http://www.andreipotorac.com Andrei Potorac

    I believe Assistly.com should be on the list. I’m actually researching on this for our start-up Flabell.com, and I am to choose between this and ZenDesk. :)

  • http://www.kodyaz.com Eralper

    We’re using HP’s OpenView solution. But the tool is not so easy.
    I believe help desk tools are not easy to suit for every company.

  • Deirdre

    How did you guys missed TeamSupport.com? That is one of the most beautiful apps with a ton of great features. It is more of a “rich internet application” than your typical website format – and their support is the very best. You can call these guys, chat with them or submit a ticket.

    I even spoke with their CEO once and he personally helped me.

  • levelwu

    Worthy is http://www.helpspot.com/ based on CodeIgniter.

  • http://allaboutseo.weebly.com/ bharathi

    Wonderful list. I suggest to add http://www.manageengine.com/products/service-desk/ to your list.

  • Mike

    I use issuecentre and would recommend it, http://www.helpdeskcentre.co.uk
    Free trial and free android app!

  • German

    thanks to everyone for your info. You really helped me in my research.

  • bpfohl

    Great list. Has any one used this http://helpdesk.bigwebapps.com/ ?

  • Yang

    I use the versaSRS as they are very flexible and affordable with ITSM modules.

    http://www.versasrs.com and my sporting club use this as well for free as it gives 1 Tech license for free.

  • http://www.hothelpdesk.com/ Paul

    Hot Help Desk is a free ticket management and100% web-based help desk system which can be accessed from any browser, with no plug-ins, no client maintenance and no client updates. Your customers can create and update tickets via online web based form or email easily, so you are able to track the history of support requests from inception to resolution, including routing, ownership and transfers . Hot Help Desk also provide powerful service modules like automatic email notification, searchable knowledge base, administrable download and reports analyzer, so you can offer your customers different options to help them get their issues resolved quickly. With a complete feature set and an affordable price tag, Hot Help Desk will improve the efficiency of your business. You can transform your cost center to a revenue center.

  • http://www.triggerlappy.com Lappy

    I’m also surprised that Service Cloud by SalesForce isn’t here (http://www.salesforce.com/servicecloud)
    It has Facebook and Twitter integration, along with their chatter app, it’s completely cloud based, and takes very little effort to move into.

    That said, I’m interested in a comparison between Zendesk and Service Cloud – I want to know the difference between development, service and prices (it would just seem to me that Zendesk takes ages to develop and update important features – such as the Facebook ticket submission – which other services already have incorporated.)

    • http://techinch.com/ Matthew Guay

      Thanks for mentioning that. Truth be told, it’s been a while since I’ve looked into SalesForce’s offerings, and I should give them another try. Perhaps some SalesForce articles are in order?

  • http://assistly.com Matt Trifiro (SVP Marketing, Assistly)

    Assistly would be a great addition to this list. The product is less than a year out of beta and it’s already garnered an A-list of customers, from 37 Signals to Pandora and Yelp. We’re the all-in-one customers tool that makes your team super-efficient.

    And now you can get started for free, as every account includes a free Full Time Agent. And then you can add unlimited agents and only pay $1 per hour (or a flat $49/month/agent for full time, unlimited use).

    • http://techinch.com/ Matthew Guay

      Thanks for stopping by! I actually use Assistly daily in my work, and love the new features that have been added lately. Keep up the great work!

  • http://www.freshdesk.com Sreelesh (Sr. Marketing Mgr, Freshdesk)

    We released Freshdesk in June and in the short while have seen very encouraging feedback. The icing on the cake was Freshdesk winning the Microsoft Bizspark India Startup Challenge. Do check out http://www.freshdesk.com/ , we’d love to get your feedback/review too.

  • Tom

    We chose Zendesk about 12 months ago and we are delighted with it.

  • http://www.smart-x.com Asaf

    A different HelpDesk app for the advanced tecnician – ControlUP
    (It’s free)

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  • John O

    We use zendesk. All emails sent into the system get converted to text and there is no method for viewing them at all. It is a deal killer for us and we are currently looking at other solutions.

  • Markieff Morris

    You guys totally forgot about Desk.com (http://desk.com, formerly – Assistly) and LiveChat (http://livechatinc.com)!

  • John B.

    Am I the only one missing “HESK” on the list?

  • http://www.happyfox.com Kassanndra

    Hi! Thank you for mentioning Helpdesk pilot. I invite you to try out HappyFox (http://www.happyfox.com), a cloud-based version of Helpdesk Pilot. We would love to hear your feedback on it.

    Kassanndra,
    Marketing Co-ordinator (HappyFox)

  • http://www.teamwox.com Joe Cook

    I use http://www.TeamWox.com, including Service Desk, CRM, Online Chat, IP PBX and other features. 10 users for free. it’s a very cool app

  • Valentine S

    I know this is an older post, but I know spiceworks.com has a helpdesk module included. I’ve used it for a while, Its simple, fast to setup, and has a surprising number of features. The deployment is very customizable, has a configurable customer portal w/AD integration, and tons of extra feature modules that expand its usability. The spiceworks community can and do assist with questions and there is training and support for all features. It is also free.

  • Kreti

    Would be nice to see a review of http://www.smicloud.com

  • Brendon

    Nice list – We combine Zendesk ( helpdesk ) and ClickDesk ( live chat ) in our company for support. They’re both brilliant.

    Cheers!

  • http://jazzymarketing.com Wont suggest kayako

    I have kayako support suite V3..it worked but had a lot of bugs, so over the course of few months I stopped using it….and now that V4 is out with ‘new’ features and maybe less bugs..the price has gone up….and after missing the ‘deadline’ to upgrade by 27 days here is what Kayako support had to say to their old customer.

    ” The upgrade offer for our v3 clients ended on August 1′ 2012. Now we are unable to give you an option to upgrade your help desk to v4 at $130 for an year.”
    Buy the product at full price now – $999

    This is what they do to a customer who paid $500 for the ‘full’ product with lifetime licence…granted I can still use the V3.

    I for one will not like to pay another single dollar to such a company…I would much rather try/test any other software..thats just me.

    Its an Indian company, so yes I understand their mindset.

    Alauddin

  • http://jitbit.com Max

    We make Jitbit Helpdesk. It’s fast and simple unlike the others on that list. Please, do not treat it as spam, I honestly think that anyone, who is looking for helpdesk, should at least take a look at ours.

  • http://www.thevisionworld.com Sachin

    Thank you for adding Vision Helpdesk to your list – Can you update the screenshot its way old on your website. You can take new screenshot from http://www,thevisionworld.com

  • http://redminecrm.com Kirill

    We are using our product RedmineCRM Helpdesk plugin (http://redminecrm.com/projects/helpdesk) for Redmine (http://redmine.org)

  • http://www.rshosting.com Jennifer Robinson

    Our recommendation goes for Vision Helpdesk (http://www.thevisionworld.com), which we have been using since last 3 years now. We have found Vision Helpdesk to be one of the most perfect helpdesk when it comes to customer support management portal. We have been using Kayako earlier, but have found Vision helpdesk to be far more better than Kayako.

    Vision helpdesk is economical and have delivered robust features that we needed to manage support for our end user clients. Not only the software is purely multi-domain helpdesk, but is also one of the best white-labelled platform to offer support to end user clients. Their company support is top-notch, always ready to help you to configure or customize their helpdesk. Highly recommend them anyone who is looking for online customer support helpdesk at the most affordable and economical rates.

  • Garret

    I will contribute with this one: http://www.orcadesk.com/
    We are using it about 5 months and there where no problems with it

  • Julia

    We have listed most of these apps in GetApp: http://www.getapp.com/software-system/Web-based/help-desk-software . I think you could include a few more, for example Desk.com and Freshdesk. Just in case I leave here comparison table so you can easly see the differences between them and the mentioned competition.

    Zendesk – Desk.com – Freshdesk

    http://www.getapp.com/compare/m/10317+9448+9847

    AtTask – Help Scout – AtTask

    http://www.getapp.com/compare/m/9679+90462+9448

    Hope this is helpful!

  • Sebastian

    I was searching for one myself yesterday and I found this one that seems to be very very good and it’s very nice!! Just check it out: http://www.invgate.com

    • Martin

      InvGate its an amazing piece of software. We been using InvGate Service Desk for the last 6 months and its the best out there. http://www.invgate.com/

  • http://twitter.com/jitbit Alex Y.

    May I suggest Jitbit Helpdesk – http://www.jitbit.com/hosted-helpdesk/ (available both as “on-premise” and hosted version)

  • Kevin peterson

    Great list of tools. Remedy problem management is another very good help desk ticketing tool. Also, for providing remote support or technical assistance, logmein, gosupportnow, GoToMyPC, on premise RHUB remote support appliances etc. are advisable.

  • Vlad

    It would be great to see any reviews of Re:Desk Help Desk:
    http://www.re-desk.com/
    The software is simple and clearest, and I hope will be liked by everyone. Hope to hear some feedback soon.

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