Help desk tools are software solutions designed to manage and streamline customer support operations as centralized platforms for support agents to handle customer issues. The top help desk tools usually offer MSPs robust ticketing systems, multi-channel support, AI and automation capabilities, and SLA management, alongside intuitive user interfaces. We’ve evaluated several options based on a set of criteria to help you identify the best tool for you.
Here are the six best help desk tools for MSPs:
- Zoho Desk: Best overall tool for pricing, core features, and support
- LiveAgent: Best help desk software option for intuitive setup and use
- ManageEngine ServiceDesk Plus: Best for reporting and dashboards
- SolarWinds: Best help desk software for flexible and upfront pricing
- Freshdesk: Best software option for core and advanced features
- Intercom: Best help desk software to provide AI-enhanced support
Although some help desk tools ranked highly in various categories, overall, Zoho Desk stood out as the tool that delivers the best overall value for those looking for a thorough, well-balanced help desk solution. Keep reading to check out what each software tool offers across main use cases, capabilities, and cost, or jump down to see how we evaluated each software.
Note: All per-user prices are based on a one-year commitment unless otherwise noted.
Featured Partners: Managed Service Provider (MSP) Software
Top Help Desk software comparison
To quickly grasp what top features each vendor delivers, here’s how they compare across ticketing, AI and automation, customer portals, reporting, and starting prices.
| Ticket and issue tracking | AI and automation | Customer portals | Data analytics and reporting | Starting price (annually) | |
|---|---|---|---|---|---|
| Zoho Desk | ✔ | ✔ | ✔ | ✔ | $14/user/month |
| LiveAgent | ✔ | ✔ | — | — | $9/user/month |
| ManageEngine | ✔ | ✔ | ✔ | ✔ | $13/ technician/month |
| SolarWinds | ✔ | ✔ | — | ✔ | $39/technician/month |
| Freshdesk | ✔ | ✔ | ✔ | ✔ | $15/user/month |
| Intercom | ✔ | ✔ | ✔ | — | $29/seat/month |
✔=Yes —= Limited
Zoho Desk
Best overall help desk tool
Overall Rating: 4.4/5
- Core features: 4.4/5
- Cost: 4.6/5
- Customer support: 4.5/5
- Ease of use: 3.6/5
- Customization: 4.9/5
- Integration and compatibility: 4.9/5
| Pros | Cons |
|---|---|
| Vast support features | No desktop app |
| Many integration options | Has learning curve |
| User-friendly interface | Basic reporting |
Zoho Desk, our selection of the best overall software tool, is help desk software created to be the single point of contact for managing customer support activities. It offers affordable pricing plans, great customizability, and a solid set of core features like ticketing, automation, and multi-channel support, as well as thorough customer support options for help desk teams. Zoho Desk also gives users a healthy variety of integration options.
Although Zoho Desk is highly integrable and offers MSPs great customer support, it’s not the most intuitive tool. For a tool that’s easier to use, consider SolarWinds.
Zoho Desk pricing
- Free version: Supports up to 3 users
- Standard Plan: $14 per user, per month
- Professional Plan: $23 per user, per month
- Enterprise Plan: $40 per user, per month
- Free trial: 15 days
Zoho Desk key features
- Multi-channel support: Manage your support tickets from email, chat, phone, and social media in one dashboard.
- Advanced response editor: Tailor your responses to suit various situations according to customer needs.
- Team collaboration: Help your support teams collaborate on tickets faster using features like instant messaging.
- Security: Use roles and profiles to protect customer data while giving your teams the information they need.
Who should use Zoho Desk?
Any MSP seeking a well-rounded help desk solution with strong core features at an affordable price point. Zoho Desk is especially suitable for small to medium-sized MSPs that need comprehensive ticket and issue tracking, advanced automation capabilities, and robust data analytics without breaking the bank.
LiveAgent
Best for intuitive setup and use
Overall Rating: 4.3/5
- Core features: 4.2/5
- Cost: 4.3/5
- Customer support: 3.7/5
- Ease of use: 4.6/5
- Customization: 5/5
- Integration and compatibility: 4.5/5
| Pros | Cons |
|---|---|
| Intuitive interface | UI needs revamping |
| Easy to use and set up | EU-based tech support |
| Vast pricing options | Limited mobile app |
LiveAgent is a help desk software solution that offers a blend of extensive customization options with a high degree of intuitiveness and user-friendly interfaces. It’s easy to deploy, allowing support agents to get up and running quickly and better focus more on client issues. This intuitiveness is shown by a feature like proactive chat invitations, which only invites visitors to chat when there are enough agents ready to engage in conversation.
As much as LiveAgent is highly intuitive, its customer support has room for improvement, particularly since its tech support is based in the EU. For a solution that’s easy to use and offers great customizability and customer support, shortlist ManageEngine ServiceDesk Plus.
LiveAgent pricing
- Free: Up to 7 days of ticket history
- Small Business: $9 per user, per month
- Medium Business: $29 per user, per month
- Large Business: $49 per user, per month
- Enterprise: $69 per user, per month
- Free trial: 30 days
LiveAgent key features
- Live chat: Use real-time chat widgets to provide support for website visitors and customers.
- Ticketing: Gather and manage communications from all channels to resolve customer queries.
- Performance analytics: Measure data to track agent performance and customer satisfaction.
- Mobile application: Handle customer requests on the go using Android and iOS applications.
Who should use LiveAgent?
Any MSP that prioritizes ease of use and quick setup. It’s fitting for teams that need to get up and running with minimal training and configuration. This tool is an excellent fit for MSPs, especially smaller ones or those with limited technical resources, who want a help desk solution that offers comprehensive features without the steep learning curve.
ManageEngine ServiceDesk Plus
Best for reporting and dashboards
Overall Rating: 4.2/5
- Core features: 4.2/5
- Cost: 4.5/5
- Customer support: 4.2/5
- Ease of use: 4/5
- Customization: 4.4/5
- Integration and compatibility: 4.3
| Pros | Cons |
|---|---|
| Cost-effective tool | Complex setup |
| Strong asset management features | Limited customer support |
| Highly scalable solution | Higher learning curve |
ManageEngine ServiceDesk Plus is an all-in-one service desk solution whose customizable reports and dashboards help enterprise users track their help desks’ health. Its native reports deliver data-driven insights to MSPs. ServiceDesk’s inventory reports build custom, query, and pre-configured reports for tracking metrics. It also offers interactive dashboards that enable users to create custom reports and display data from multiple reports in one place.
Even though ManageEngine is a thorough, highly customizable, and transparently priced solution, it’s not the easiest to use. For a solution that delivers a similar experience while proving to be easy to use, consider Freshdesk.
ManageEngine ServiceDesk Plus pricing
- Standard: $13 per user, per month
- Professional: $27 per user, per month
- Enterprise: $67 per user, per month
- Free trial: 30 days
ManageEngine ServiceDesk Plus key features
- Customizations: Create a service desk whose attributes and processes meet your objectives.
- Asset management: Discover, manage, and track your hardware and software assets.
- Efficient automations: Automate repetitive tasks and processes for your service desk teams.
- Reporting and dashboards: Keep an eye on your service desk health using native reporting.
Who should use ManageEngine ServiceDesk?
It’s suitable for larger MSPs or those handling complex IT environments that need extensive reporting and customizable dashboards, such as enterprises that need detailed analytics and insights to optimize their service operations. MSPs that manage multiple clients with diverse needs will benefit from the tool’s flexibility in reporting and the ability to create tailored dashboards to monitor performance metrics.
SolarWinds
Best software for flexible and upfront pricing
Overall Rating: 4.1/5
- Core features: 4/5
- Cost: 5/5
- Customer support: 4.4/5
- Ease of use: 4.6/5
- Customization: 2.7/5
- Integration and compatibility: 4/5
| Pros | Cons |
|---|---|
| Transparent pricing | Could be easier to use |
| Highly scalable | Limited customizability |
| Robust security features | Setup can feel complex |
SolarWinds ServiceDesk is a cloud-based service desk solution with a variety of automation features for maximizing productivity, alongside transparent and flexible pricing. Although many tools on this list have additional fees, SolarWinds ServiceDesk’s pricing structure is clear as its prices are laid out upfront with no hidden fees, allowing businesses to easily understand what they’re paying for and why. This makes budgeting simpler and more predictable for MSPs.
As transparently priced as it is, SolarWinds ServiceDesk’s customization options have room for improvement. Consider Zoho Desk if you seek a higher degree of customizability.
SolarWinds pricing
- Essentials Plan: $39 per user, per month
- Advanced Plan: $79 per user, per month
- Premier Plan: $99 per user, per month
- Free trial: 30 days
SolarWinds key features
- Automated ticketing: Automate ticket classification, routing, and correlation capabilities.
- Automated workflows: Streamline ticket resolution with automated processes.
- Dashboards: Observe the current state of your service desk through ServiceDesk’s real-time snapshots.
- Customizable reports: Generate custom reports based on your service desk team’s needs.
Who should use SolarWinds?
Simply, anyone who wants a help desk solution with transparent and flexible pricing. If you prefer straightforward cost structures without complex pricing models, SolarWinds is worth consideration.
Freshdesk
Best for core and advanced features
Overall Rating: 4.1/5
- Core features: 4.8/5
- Cost: 4.1/5
- Customer support: 3/5
- Ease of use: 4.3/5
- Customization: 4.9/5
- Integration and compatibility: 3/5
| Pros | Cons |
|---|---|
| Very customizable tool | Limited integrations |
| Strong ticketing system | Not the easiest to use |
| Robust reports | No 24/7 support |
Freshdesk is cloud-based help desk software that offers a comprehensive catalog of help desk features suitable for businesses of all sizes. It shines through its range of features like integrated ticketing, 24/7 email support, and knowledge base, available in its free tier. But you’d have to upgrade to paid plans for features like automation, custom roles, objects and dashboards, customer journeys, community forums, and extendable API limits.
However, Freshdesk is neither as integrable nor as compatible as some tools on this list. For a tool with an extensive feature set and high customization with more integration options, check out Zoho Desk.
Freshdesk pricing
- Free: Supports up to 2 agents
- Growth Plan: $15 per user, per month
- Pro Plan: $49 per user, per month
- Enterprise Plan: $79 per user, per month
- Free trial: 14 days
Freshdesk key features
- Ticket field suggester: Automatically propose ticket fields to segment, prioritize, and route incoming tickets.
- Omnichannel support: Manage and unify support through email, chat, and social media on one platform.
- Chatbot: Use a chatbot powered by Freddy AI to provide instant and accurate responses to customers.
- Portal customization: Leverage full CSS customization to tailor the look of your support portal.
Who should use Freshdesk?
Freshdesk is a worthy consideration for MSPs that need both core and advanced features in their help desk software. It’s a comprehensive solution capable of handling complex workflows, advanced automation, and in-depth reporting. MSPs that manage a large volume of customer interactions across multiple channels will find Freshdesk particularly useful, as it delivers not only robust multichannel communication capabilities but also strong customization options.
Intercom
Best to provide AI-enhanced support
Overall Rating: 4/5
- Core features: 4.2/5
- Cost: 4.1/5
- Customer support: 3.3/5
- Ease of use: 3.9/5
- Customization: 4.1/5
- Integration and compatibility: 4.2/5
| Pros | Cons |
|---|---|
| Advanced AI features | Expensive pricing model |
| Real-time chat support | Limited reporting features |
| Highly integrable | Has a learning curve |
Intercom is a help desk platform that enables MSPs to leverage AI-enhanced support capabilities so that their support teams work and collaborate more efficiently. It does this through features like automated customer engagement, real-time chat support, and targeted communication. Its AI-driven chatbots in particular stand out as they can handle tasks like answering frequently asked questions and routing issues to the appropriate support agents, which results in elevating the overall user experience of both customers and service teams.
All its AI capabilities aside, Intercom’s customer service isn’t as highly rated as some other tools on this list. For a platform that offers better customer service, check out SolarWinds ServiceDesk, which has an AI-powered virtual agent to support troubleshooting.
Intercom pricing
- Starter: $74 per month
- Pro: Contact for quote
- Premium: Contact for quote
- Free trial: 14 days
Intercom key features
- AI bots: Leverage AI-powered chatbots to automate your initial customer interactions.
- Omnichannel support: Access channels like live chat, WhatsApp, phone, and email via Intercom’s inbox.
- Workflows: Use Intercom’s visual builder to automate team workloads with bots, SLAs, and more.
- No-code customization: Use customization tools in one workspace to manage many help centers.
Who should use Intercom?
Any MSP that wants to leverage AI to enhance customer support. MSPs that are determined to implement cutting-edge technology and want to integrate AI-driven automation into their help desk operations will get the most out of Intercom. It’s suitable for tech-savvy MSPs or those looking to innovate their support processes with AI tools that can streamline responses, manage large volumes of tickets, and provide personalized customer experiences.
How to choose MSP help desk software
There are a few factors that likely govern how to choose MSP help desk software. The most critical aspects to consider include:
- Core features: Assess the essential features like ticket and issue tracking, multichannel communication, and AI-driven automation. These are the backbone of any help desk software and are crucial for efficient service management.
- Customization: Consider the level of customization the software offers. This includes customizable dashboards, reports, roles, and permissions. The ability to tailor the software to your unique workflows can greatly enhance its effectiveness.
- Integration and compatibility: Check the software’s compatibility with your existing tools and platforms. Seamless integration with RMM, PSA, and other essential software is vital for maintaining a cohesive IT environment.
- Cost and pricing structure: Evaluate the software’s pricing transparency, the availability of flexible or modular pricing plans, and any additional costs associated with integrations or add-ons. Ensure that the solution fits within your budget without compromising on necessary features.
- Customer support: Reliable customer support is essential. Look for software that offers 24/7 support through multiple channels, including live chat, phone, and email. High-quality support will make a significant difference when issues arise.
- Intuitiveness: The software should be intuitive and easy to set up, especially if your team has limited technical expertise. A user-friendly interface reduces the learning curve and increases productivity.
- Scalability: Choose software that can grow with your business. As your MSP expands, the help desk software should be able to handle increased ticket volumes, additional clients, and more complex workflows without performance degradation.
How we evaluated the best help desk tools
To determine the best help desk software for MSPs, we evaluated several help desk tools using six weighted scoring categories, where each category had a maximum of five points. The tool with the highest score out of five won that particular category. We then assigned primary use cases to the six tools with the highest scores. Out of the top six, the tool with the highest average score across the six categories became our winner.
Evaluation Criteria
The primary features of help desk software determine how easy it’ll be for support teams and end users to interact with each other, so we gave the core features the highest weight. We followed this with cost as the software tool needs to be affordable for your use case. After considering cost, we evaluated customer support, ease of use, and customization, which we weighted equally. Finally, we considered the integration and compatibility of the tools.
- Core Features (25%): For this, we analyzed the key features of help desk tools, including ticket management, automation, reporting, and more.
- Criteria Winner: Freshdesk
- Cost (20%): We paid attention to the pricing models, free trials, additional costs, and pricing transparency to understand the financial commitment involved.
- Criteria Winner: SolarWinds
- Customer Support (15%): We took stock of the support channels, their availability, and the quality of service to gauge how well you’d find help in times of need.
- Criteria Winner: Zoho Desk
- Ease of Use (15%): The bulk of assessments here were based on how the overall user experience was rated by verified users.
- Criterion Winner: Multiple winners
- Customization (15%): We evaluated the extent to which each tool allows for personalization, from custom fields and statuses to branding elements.
- Criteria Winner: LiveAgent
- Integration & Compatibility (10%): Lastly, we considered how each tool integrates with other software solutions and its adaptability across various platforms.
- Criteria Winner: Zoho Desk
Bottom Line: MSPs need strong help desk capabilities
To deliver high-quality IT services and support, MSPs must have robust help desk software. The right help desk tool enables MSPs to maintain high service levels, improve client satisfaction, and streamline operations. Whether you’re looking for advanced automation, customizable reporting, or ease of use, selecting the right software is crucial to your success. You must choose the one that aligns best with your business objectives.
Frequently Asked Questions (FAQ)
What is help desk software?
Help desk software is a tool used by organizations to manage and streamline customer support and IT service requests. It often includes features like ticketing systems, issue tracking, multichannel communication (such as email, chat, or phone), automation, and reporting tools. Help desk software allows support teams to efficiently handle customer inquiries, resolve issues, and maintain a record of interactions, thus ensuring customers receive timely and effective assistance.
Why do MSPs need help desk software?
MSPs need help desk software to efficiently manage the IT support services they provide to their clients. Help desk software enables MSPs to track and resolve issues, manage service requests, and ensure that all customer interactions are handled systematically. The software also provides tools to automate routine tasks, monitor service level agreements (SLAs), and generate reports. This is critical for maintaining high service standards and transparency with clients and can lead to improved service delivery, client satisfaction, and operational efficiency.
What kinds of software do MSPs need?
MSPs require a variety of software solutions to effectively manage and deliver IT services to their clients. Beyond help desk software, they typically need remote monitoring and management (RMM) software to monitor client networks and systems remotely, professional services automation (PSA) software for managing business operations, backup and disaster recovery (BDR) software to ensure data security, security software to protect against cyber threats, patch management software for updating systems, and collaboration and communication tools for efficient interaction with clients and team members.
If you’re looking for a more general assortment of MSP tools, read our best MSP software article, which includes all the tools you’ll need to optimize various aspects of your MSP business.