Top 19 Customer Service and Helpdesk software
Last updated: March 14, 2020
Customer service and support ticket software (or Helpdesk) helps to automate processing of customer requests and managing customer support agents.
Most-popular CRM. Easy collaboration. Proven cloud platform. Salesforce.com offers everything you need to transform your business into a Social Enterprise, so you can connect to customers and employees like never before. With no software or hardware to install, you're up and running—and seeing a positive impact on your business—quickly.
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient.
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.
osTicket is a widely-used and trusted open source support ticket system. Easily scale and streamline your customer service and drastically improve your customer experience.
UserVoice’s simple engagement tools help you do more customer support and get more feedback in less time, without getting in your way.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
Help Scout provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals.
Kayako Fusion is a help desk software that lets you manage email, tickets, live chat, calls and remote support. All in one place. Choose between our reliable and secure SaaS cloud platform (Kayako On Demand), or install Kayako on your own server.
Help Desk Software and Customer Service app from Jitbit. Deliver awesome support to your customers. Jitbit Helpdesk ticketing system is dead simple, amazingly powerful and takes seconds to set up. Just forward support emails to the helpdesk app and start managing tickets. We have both the cloud-hosted and on-premise versions. Both integrate perfectly with your mailboxes, Active Directory, Google Drive etc.
on Live Enterprise
Gorgias is a customer support helpdesk specially designed for online stores
Kustomer makes personalized, efficient and effortless customer service a reality. Real-time, actionable views of customers. Continuous omnichannel conversations. Intelligence that automates repetitive, manual tasks.
Groove’s Shared Inbox, Knowledge Base, and Reports provide a new and better way to support your customers
Ticketing system for collaborative customer support. SupportBee’s support ticket system enables teams to organize, prioritize and collaborate on customer support emails.
Intuitive help desk software by Web Help Desk includes: cross-platform help desk software, asset management software, knowledge base software, more.
UserEcho offers everything you need to let customer conversations flow seamlessly across different channels, creating a better experience for both your business and your customers.
The unique design and workflow enables your support staff to solve problems the first time and easily manage many requests from multiple sources. HelpSpot Beyond simple help desk software, HelpSpot is an entire web based help desk portal; providing your customers with powerful self-help functionality that drives down cost and improves customer experience.
UserHorn, is one of the best online ticketing service offers customer support helpdesk and online helpdesk ticketing system.
All-in-one Customer Support Software. Organize customer support software around your help center using all possible channels packed in one simple solution
Latest news about Customer Service and Helpdesk software
2020. Assembled raises $3.1M to build the operating system for support teams
Assembled is coming out of stealth mode with a platform that’s built specifically to address the kinds of questions and issues that customer support teams encounter and — answered well — can help them work much better. The service to become the operating system for support teams. Most immediately, the company’s focus will be on agent performance. Out of the gate, Assembled is announcing $3.1 million in seed funding led by Stripe.
2020. Mavenoid raises $8M to apply AI to technical product support
Mavenoid, a startup that helps companies scale tech-focused product support via an AI-powered chatbot, has raised $8 million in Series A funding. Mavenoid wants to make product support scalable and improve its overall quality. To do this, it is applying machine-learning and a chatbot style UI to onboard customers after they have made a purchase and to deliver ongoing automated tech support. The idea is to empower customers to solve problems for themselves so that only the more edge cases need to be redirected to human customer support teams. More generally, Mavenoid was born out of the realisation that 65% of technical support teams’ time is spent on a single activity: repetitive troubleshooting.
2020. Dixa, a customer engagement platform, picks up $36M
Dixa, the customer engagement platform, has closed a $36 million Series B. Dixa wants to end bad customer service with the help of technology that claims to be able to facilitate more personalised customer support. Dubbed a “customer friendship” platform, the Dixa cloud-based software works across multiple channels — including phone, chat, e-mail, Facebook Messenger, WhatsApp and SMS — and employs a smart routing system so the right support requests reach the right people within an organisation. More broadly, the platform competes with Zendesk, Freshdesk and Salesforce Servicecloud.
2019. Kustomer raises $60M for its omnichannel-based customer service platform
Kustomer, the customer service startup that’s taking on the likes of Zendesk, Salesforce and many other bigger and older providers, has closed $60 million round of funding — no less than its third fundraise of the year — as it continues to double down on its new approach to managing customers in today’s digital world. Unlike Zendesk and Salesforce that build their businesses around the concept of really useful tools for customer service agents to use in largely traditional environments, where phone, email and possibly web-based chat made up the majority of inbound contact from customers, Kustomer has taken a different route with an “omnichannel” concept: the idea is to be able to capture conversations anywhere, whether it’s social media channels, messaging apps or — yes — phone, email and website chat, and bring them into a single customer view.
2019. AI-based e-commerce helpdesk Gorgias raises $14M
Gorgias, a startup offering artificial intelligence tools for customer service and support, is announcing that it has raised $14 million in Series A funding. Gorgias is taking advantage of a broader shift as brands are looking to sell directly to consumers, rather than going through intermediaries like Amazon. The product integrates with Shopify, using AI and customer data to automate responses to basic questions like, “What’s my tracking number?” By doing this, the business can free customer service representatives from spending most of their time responding to these routine requests, and the customers get faster answers.
2019. Moveworks snags $75M Series B to resolve help desk tickets with AI
Moveworks, a startup using AI to help resolve help desk tickets in an automated fashion, announced a $75 million Series B investment. Moveworks is a machine learning platform that uses natural language understanding to take tickets that are submitted by employees every day to their IT teams for stuff they need, understands the content of the tickets, interprets them, and then takes the actions to resolve them automatically. This should lead to greater user satisfaction because some of their problems can be resolved immediately, even when IT personnel aren’t around to help. Instead of filing a ticket and waiting for an answer, Moveworks can provide the answer, at least part of the time, without human intervention.
2019. Freshworks raises $150M Series H on $3.5B valuation
Freshworks, a company that makes SaaS helpdesk and CRM software, announced a $150 million Series H investment on a hefty $3.5 billion valuation. The company also announced today a new unified data platform called the “Customer-for-Life Cloud” that runs across all of its tools. It covers marketing, sales, support and customer success — all of the aspects of a customer across the entire life cycle journey and brings them to a common data model where a business that is using Freshworks can see the entire life cycle of the customer. Freshworks, which launched in 2010, has almost 2,500 employees, a number that’s sure to go up with this new investment. It has 250,000 customers worldwide, including almost 40,000 paying customers. These including Bridgestone Tires, Honda, Hugo Boss, Toshiba and Cisco.
2019. Zendesk enabled customer service via WhatsApp
Last spring Zendesk acquired Smooch to move more deeply into messaging app integration. And now the company announced it integrated WhatsApp, the popular messaging tool, into the Zendesk customer service toolkit. Smooch was an early participant in the WhatsApp Business API program. What that does, in practice, says Warren Levitan, who came over as part of the Smooch deal, is provide a direct WhatsApp phone number for businesses using Zendesk . Given how many people use WhatsApp as a primary channel for communication, this is a big deal. The entire WhatsApp interaction experience is now fully integrated into the same Zendesk interface that customer service reps are used to using. WhatsApp simply becomes another channel for them.
2019. Zendesk acquired Smooch to improve support via messaging apps like WhatsApp
Customer support service Zendesk has acquired Smooch, a startup that describes itself as an “omnichannel messaging platform,” which companies’ customer care teams can use to interact with people over messaging platforms like WhatsApp, WeChat, Line and Messenger, as well as SMS and email. It had also been a longtime partner of Zendesk’s, powering the company’s own WhatsApp Business integration and other features. The deal underscores the big impact that messaging apps are making in customer service. While phone and internet are massive points of contact, messaging apps is one of the most-requested features Zendesk’s customers are requesting.
2019. Freshworks acquired customer success service Natero
Customer engagement service provider Freshworks, which develops Freshdesk, has acquired Natero, a customer success service with some AI/ML smarts that helps businesses prevent churn and manage their customers. The acquisition will help the company complete its mission to provide its users with a 360-degree view of their customers. Freshdesk started out with a focus on customer support and then added additional functionality for marketers and other roles over time. Today, however, companies want this full 360-degree view of a customer and to be able to offer differentiated service to their top customers, for example. In many ways, the acquisition of Natero closes the loop here.
2019. ServiceNow acquires mobile analytics startup Appsee
ServiceNow has acquired mobile analytics company Appsee. Appsee provides more than pure numerical analytics. As the name it implies, it lets developers see what the user is seeing by recording an interaction and seeing what went right or wrong as the person used the program. ServiceNow wants to take that functionality and incorporate it into its Now Platform, which enables customers to create customized service applications for their businesses, or use mobile applications it has created out of the box. The company sees this as a way to improve the UI and build more usable apps.
2019. Freshworks launches a load balancer for handling customer inquiries
Customer engagement software vendor Freshworks launched Omniroute - the tool for customer service agents. Omniroute is essentially a load-balancer for routing multi-channel customer inquiries. Freshworks argues that earlier customer support solutions made it hard for agents to switch between inquiry types and for managers to efficiently route traffic. The promise of Omniroute is that it can automatically route a query to the right agent who has the bandwidth to handle it, based on what it knows about that agent’s skills and the nature of the inquiry. And if you regularly want to hang up your phone when an agent asks you for your order number right after you typed it into the system, then you’ll be happy to hear that the Omniroute will surface this information right on the agent’s screen.
2018. Zoho Desk adds AI assistant for customer service
Service management software Zoho Desk is getting new capabilities that allow businesses to elevate agent productivity, manage cross-functional service processes, and contextually integrate customer service with other business functions. Voice and Chat Assistant: Zia helps reduce the load on customer service teams. Through Zia Voice, customers can speak or chat with Zia to receive answers from a knowledge base. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can add these suggestions to a response with a single click and send the same to the customer.
2018. Zendesk launched customer service app builder
Zendesk announced Zendesk Sunshine, a new platform for creating customer-focused applications on top of Zendesk’s toolset. Companies can build apps on top of Sunshine, typically customer experience or customer relationship apps, and they will be hosted natively on AWS and have access to all the AWS services. And all of the applications rely on the Sunshine platform for information sharing. This approach is aimed at helping Zendesk customers build applications to take advantage of the data they are collecting inside of Zendesk as a natural byproduct of doing work with the service, but over time independent developers could begin working on the platform too.
2018. Atlassian launches Jira Ops for managing incidents
Atlassian launched a new edition of its flagship product Jira that is meant to help ops teams handle incidents faster and more efficiently. Jira Ops integrates with tools like OpsGenie, PagerDuty, xMatters, Statuspage, Slack and others. Many teams already use these tools when their services go down, but Atlassian argues that most companies currently use a rather ad hoc approach to working with them. Jira Ops aims to be the glue that keeps everybody on the same page and provides visibility into ongoing incidents. With it when an incident happens, you have a central place where you can go, where you can find out everything about the incident. You can see who has been paged and alerted; you can alert more people if you need to right from there; you know what Slack channel the incident is being discussed in. Moreover Atlassian has acquired OpsGenie for $295 million.
2018. ServiceNow integrated with Box
Two enterprise cloud giants ServiceNow and Box have announced a new integration. For ServiceNow customers, it means that they can access Box content without leaving a ServiceNow application and changing focus. On a practical level, customers can grab the Box plug-in from the ServiceNow Store. It comes with some prebuilt workflows for typical ServiceNow product usage scenarios, but the integration is flexible and allows customization. As an example, in an HR scenario, the ServiceNow administrator might build a workflow for onboarding a new employee in ServiceNow’s HR application. Using the company’s Flow Designer workflow-building tool, they can pull in all the documents a new employee needs to sign with other tasks into a single workflow.
2018. ServiceNow created helpdesk-chatbot platform
ServiceNow unveiled new chatbot building tool called Virtual Agent that provides developers a way to create an automated bot-driven process for routine helpdesk requests. The company claims that you can build these bots to provide end-to-end service. Meaning if you tell the bot you need a new phone, it can pull your records, understand what you currently have and order a new one all in the same interaction — and all within a common messaging interface such as Slack or Microsoft Teams. It also works for customer service transactions to process routine customer inquiries without having to route them to a CSR to answer typical questions.
2018. Zendesk launched enterprise content management platform
Zendesk announced a new enterprise content management product specifically geared for large customer service organizations. It’s called Guide Enterprise and it’s designed to provide those larger customer service organizations with a knowledge base and a content management platform for editorial planning and review. The idea is to empower customer service reps to write up solutions to problems they encounter and build up that knowledge base as part of the natural act of doing their jobs. The reps can find their fellow employees’ notes and not have to reinvent the wheel every time, and the notes and articles they write can pass through editorial review and become part of the permanent knowledge base. When customers hit the site or app, they can access solutions to common problems before having to talk to a human. The platform also includes reminders to check the content regularly so the knowledge base stays fresh and stale content is removed.
2017. Zoho Desk introduced Compact Mode, Ticket Peek, and Snippets
Zoho Desk, the service that helps customer service teams take advantage of context to improve the quality of their support, is adding more tools to take on alternatives. The new Compact Mode brings you all the functionality of the classic ticket list, but shows you nearly twice the number of tickets without navigating to a second screen. Another new feature - Ticket Peek is a lightweight response screen for agents to respond to tickets quickly. When agents ‘peek’ into a ticket, they can see all of the interactions within that ticket, as well as all of the ticket’s properties and applicable solutions. Besides, agents can now use Snippets - pre-written phrases that can be invoked in a response by hitting the Tab key.
2017. Freshdesk acquires chatbot startup Joe Hukum
Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over alternative services. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.