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7+ Best SaaS Helpdesk Software For Great Customer Service (Free & Paid)

the best SaaS helpdesk software

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It is always challenging to deal with a business. And it is quite necessary for businesses to adapt to technological advancements and get used to them. Customer service is very important and crucial because it defines how satisfied your customers are with your service.

This is where SaaS (Software as a Service) helpdesk software comes in, providing a cutting-edge solution to streamline communication, optimize ticket management, and elevate the overall customer support experience, making a big difference for your business.

In this comprehensive blog post, we’ll dive deep into the world of the best SaaS helpdesk software and uncover the top contenders that can revolutionize the way you manage and deliver customer support.

From intuitive user interfaces to powerful automation features, we’ll explore the key elements that make these platforms the best in the game, enabling you to make an informed decision and elevate your customer service to new heights.

What Is the Best SaaS Helpdesk Software?

As we know, helpdesk software is important for your business, and now it is important for us to rely on the best platforms that can bring lots of change. We have crafted some of the best draft picks for you.

1. Zoho Desk

Zoho Desk

Zoho Desk is a major platform focused on sales closures and service management. It is majorly focused on CRM, but it also has best-sought features for customer support that makes it stand apart. It includes focused tools for sales teams to increase sales and maximize profits for excellent closures.

Furthermore, Zoho Desk has the best seamless integration with other applications and is unique in terms of productivity.

Zoho Desk gracefully weaves together your support channels, ticket management, and customer data like an artisan at work. This customer service software orchestrates a seamless, unified experience, enabling your team to channel its inner wisdom and focus on what truly matters—building lasting customer interactions and relationships.

As your company flourishes, this top SaaS help desk software remains your steadfast companion, adapting and growing with you to ensure your customer service continues to strike the perfect chord.

Key Features

  • Multi-Channel Support Platform – This allows you to manage customer inquiries from multiple channels such as phone, email, chat, social media, and customer portal.
  • Automation – Automates repetitive tasks, such as assigning tickets, categorizing inquiries, and sending replies, to help teams work more efficiently.
  • Artificial Intelligence – Uses machine learning to suggest relevant solutions and automate ticket categorization, reducing the workload for agents.
  • Self-Service Portal – Provides customers with a self-service portal where they can find answers to frequently asked questions, view articles, and track their tickets.
  • Collaboration – Allows your support team to collaborate on tickets, share internal notes, and assign tickets to other agents to resolve issues faster.
  • Customization – Offers a high degree of customization, such as custom fields, workflows, and automations, to tailor the support process to the needs of the business.

Pricing

Pricing starts at $14/mo and includes all essential support features. You can get a 15-day free trial to test-drive the software before you commit to a premium plan.

2. YoroDesk 

YoroDesk Helpdesk software

As one of the best help desk software, YoroDesk is an excellent option for businesses of any size and type to render excellent customer support. It helps you to treat your customers well and helps you to earn a good reputation while being well-suited for diverse industry niches.

The platform is a helpdesk software that aims to build an excellent customer support experience and boost agent productivity. It offers a ticketing system, omnichannel helpdesk platform, form designer, task management, workflow builder, project management, document collaboration, cloud storage, and mobile apps.

YoroDesk also provides a self-service portal for employees to get help quickly, and a knowledge base to quickly answer and resolve incoming tickets. The software also helps monitor and manage customers’ positive reviews from multiple communication channels.

Furthermore, this customer support software offers third-party integrations to enlarge the capabilities of the helpdesk.

Key Features

  • User-friendly Option – Simple and easy-to-use user interface.
  • Excellent Data Intelligence – It has many reporting analytics that gives more value to your decisions. 
  • Ticketing System – The reliable ticketing system helps you to automate customer service in many ways.
  • Workflows – Automated workflows always dominate the chart because manual intervention can be reduced.
  • Integrations – Seamless third-party integrations help you to provide instantaneous omnichannel support. You do not need to worry when your customer posts a query or ticket where you are not available. It will be integrated, and you can reply from the integrated platform. 
  • Bots – Customized utilization of bots with workflows is an add-on. 

YoroDesk also has the option to configure your own SLA management so that specific time can be dealt with for different processes and activities. It is enabled with both free and paid versions. The automated ticketing system is highly efficient.

Pricing

YoroDesk offers a free-forever plan with unlimited tickets, SLA management, and email and chat support. Paid plans start at $9/mo per agent.

3. Zendesk

Zendesk

When you think of enterprise teams, Zendesk is a great option. Because it has chat support, it also helps you with omnichannel support, which is a great add-on for marketing, sales, and service teams.

To manage all your customer interactions, the shared inbox allows for quick information segmentation, live chat support, and an automated sequence of workflows. Additionally, it is inbuilt with seamless workflows.

Key Features

  • Ticketing System – You can manage and track customer support requests across multiple channels, including email, social media, chat, and phone.
  • Messaging & Live Chat – Interact with customers in real-time via messaging and chat, making it easy to provide instant support and resolve issues quickly.
  • Help Center – Provides customers with a self-service portal where they can find answers to frequently asked questions, troubleshoot issues, and access product documentation.
  • Voice Channel – This allows you to set up a phone support system with local or toll-free numbers, call routing, and voicemail management.
  • Community Forums – Provides a platform for customers to ask questions, share ideas, and collaborate with other users, building a sense of community around the brand.
  • Reporting & Analytics – Provides detailed reports and insights on customer support performance, allowing you to identify trends, track KPIs, and make data-driven decisions.
  • Answer Bot – Uses AI and machine learning to automatically respond to common customer inquiries, freeing up support agents to focus on more complex issues.

Pricing

Zendesk starts at $49/mo, including ticketing system, standard bots, thousands of apps and integrations, and many other professional features.

4. HelpScout

HelpScout

HelpScout is one of the best-preferred customer service platforms, which helps you with some of the best ways of rendering customer service.

You can streamline your business’s customer communication with the robust feature set provided by HelpScout. This powerful SaaS customer support solution includes:

  • Collaboration tools to help teams work together more effectively.
  • In-app messaging capabilities for direct conversations with customers.
  • Reporting functions that provide deep insights into how well you’re meeting support goals.
  • And a comprehensive knowledge base so customers can get answers even faster.

Additionally, real-time live chat ensures fast response times and integrations mean that HelpScout can be easily integrated into your existing technology stack. The management and organization of customer data is facilitated through customer data management.

Key Features

  • Email Management – Shared inboxes for data sharing, which helps you to share multiple inboxes and information efficiently.
  • Knowledge Repository for References – Knowledge base for quick and automated support. 
  • Live Chat – Interact with customers in real-time via live chat, providing instant support to build stronger relationships and customer engagement.
  • Analytics & Reports – Reporting for insights and engaging dashboards for data analysis.

Pricing

Starting at $20/mo, you get access to 2 mailboxes, up to 25 users, email and live chat, in-app messaging, and many more features.

5. Jira Service Desk

Jira Help Desk Software

Jira Service Desk is a technology platform that is preferred for escalation management. It also helps you with a wide range of options to categorize the tickets and help them with the best turnaround times.

Once the SaaS help desk software is configured, it also helps the users to preconfigure the workflow and resolve the bugs and errors within the organization processes. 

Additionally, Jira Service Desk offers many customizations, allowing teams to create a service desk that fits their unique needs.

Key Features

  • Simple Interface – It provides a simple, intuitive portal that makes it easy for employees and customers to get help quickly.
  • Request Queues – This brings together requests from email, chat tools, service desk, and other channels and can be configured to track, triage, and assign incoming requests.
  • Self-service – Customers and employees can use a self-service portal to find answers to common customer queries.
  • SLAs – Keep track of deadlines with Service Level Agreements based on request categories or elapsed time.

Pricing

You can get started with the tool for free.

6. Freshdesk

Freshdesk

Freshdesk is the best pick for a call center process. Usually looked at for larger teams like call center support, it has plenty of integrations that help the sales rep to provide insights and deliver the best service to the customers. The support ticket system is limited as it majorly focuses on call logs and other communication aspects. 

Overall, Freshdesk offers a wide range of features to help businesses deliver exceptional customer service and support.

Key Features

  • Omnichannel Support – Enables businesses to manage customer inquiries from all your communication channels, such as email, phone, chat, social media, and customer portal, in a single platform.
  • Automation – Automates repetitive tasks, such as ticket assignment, ticket routing, and ticket status updates, to help improve agent efficiency and reduce response times.
  • Self-Service Portal – Provides a customizable self-service portal where customers can find answers to frequently asked questions, submit requests, and track their tickets.
  • Collaboration Tools – Allows agents to collaborate with each other using internal notes, collision detection, and ticket assignment to resolve issues faster.
  • Reports & Analytics – Provides detailed reports on customer support metrics, such as response time, resolution time, and customer satisfaction, to track performance and identify areas for improvement.
  • Agent Productivity – Offers productivity features such as a unified inbox, canned responses, and keyboard shortcuts to help agents handle more tickets and provide faster responses.
  • Customization – Provides a high degree of customization with configurable workflows, ticket fields, and SLAs to tailor the support process to the unique needs of each business.

Pricing

For up to ten agents, you can get started with Freshdesk for free. Paid plans start at $15/mo per agent and include more advanced features.

7. Front

Front Help Desk Software

Front is a collaborative inbox platform designed to help teams manage their communication channels in one place. It provides features such as shared inboxes, automated workflows, and integrations with third-party tools to improve team productivity and customer experience.

It is a preferred support platform for email communication management. It helps you to deal with the customer tickets in the form of group email ids that help them to collect and work on the tickets more effectively and collectively. Along with it, it also has some of the analytics and integrations on its higher-cost plans.

Key Features

  • Canned Responses – This allows teams to create and use pre-written responses to typical customer inquiries, saving time and improving consistency.
  • Customizable Workflows – Provides customizable workflows, tags, and rules to tailor the help process to the distinctive needs of each business.
  • Live Chat – Delivers a live chat feature that lets teams chat with customers in real time and provide instant support.
  • Mobile App – Offers a mobile app that helps teams to manage their inbox and respond to messages on the go.
  • Customer Data – Provides a complete view of customer data, including contact information, conversation history, and context, to help teams deliver personalized support.
  • Security & Compliance – It offers enterprise-grade security features, including two-factor authentication, SSO integration, and GDPR compliance, to ensure the safety and privacy of customer data.

Pricing

For smaller teams, Front costs $19/mo per seat, including omnichannel messaging, team collaboration, integrations, calendar, and meeting schedule. Higher plans start at $49/mo per seat, and include workflow automation, analytics, and more.

8. Kustomer

Kustomer CRM for Customer Service

Kustomer is a customer service platform that helps businesses deliver personalized and efficient support. This SaaS help desk software is now part of Meta, the parent company of Facebook, and is integrated with other Meta products to provide a seamless experience across platforms.

The platform is used mostly for project management, wherein it offers multi-channel support and many options for team collaboration and efforts. It also helps you to step into customer service automation by automatically assigning the tickets to the concerned service reps and getting them resolved within a short deadline. 

Kustomer is more suitable for small businesses as it has limited features in terms of customer support compared to other help desk tools. 

Key Features

  • Conversation History – All communication history with a customer is stored in a single timeline, providing a 360-degree view of the customer’s experience.
  • Customer Timeline – A chronological view of every interaction with a customer, including purchases, support tickets, and other important events.
  • Custom Object – A flexible data model that helps businesses organize complex customer data, such as order history or product preferences.
  • Business Rules – Automated workflows and business rules that can be set up to route conversations, manage queues, and automate routine tasks.
  • Satisfaction Ratings – The ability to collect and track customer satisfaction ratings on each conversation to ensure a high level of service.
  • Integrations – Easy integrations with third-party tools such as Shopify, Facebook, and Salesforce to provide a seamless customer service experience.

Pricing

Starting at $29/mo, you get access to essential helpdesk features, including internal knowledge base, voice provider integrations, message redaction, email, chat, social, SMS, WhatsApp, and self-service support, and more.

What is SaaS Help Desk Software?

SaaS help desk software is used to manage your customer tickets and get them resolved in the best way and with no waiting time, prioritizing excellent customer interaction. It not only keeps your customers happy but also helps you to gain their trust and start delivering the most effective customer service.

As we know, technology is everywhere and is the backbone of large businesses. Help desk software is a basic thing that needs attention for every business, no matter how big or small the business is.  

If customer support is important, you must have the patience to configure the support process and treat your customers the way you look forward to. Because it helps you to: 

  • Build an amazing team for your business. 
  • Helps you to build some of the best customer support with the help of access to the knowledge base software. 
  • Provides you with some of the best results in terms of business productivity.
  • Last but not least, it also helps you to get the brand voice travel by many folds—it helps you to expand your brand reputation. 

A good SaaS help desk software helps you a lot in terms of upselling or cross-sell to your customers if you treat them well when required. 

Best SaaS HelpDesk Software: Wrapping Up! 

Well, so what comes to your mind when you think of customer support? Keeping your customers happy is on top of everything as it helps you to earn more and more clients on the go.

The first step you must take is to choose the best SaaS help desk software and rely on its features so that it can be automated. It helps you to boost productivity, save a lot of time and get better results.  

Are you ready to implement the best SaaS helpdesk software for your business? Elevate your business to new heights and start experiencing the transformation and change the way your customer service team works.

Vaslou is a passionate digital creator and blogger who loves to explore unique paths to generate online income. He’s also a musician, always looking for exciting paths to articulate his inventive spirit in the musical realm. When he’s not at work on his online endeavors, Vasco loves to delve into spiritual realms to become a better version of himself.

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