The top 15 help desk software for small business owners

Running a small business means wearing many hats. And out of all of them, the customer service cowboy hat is the most important — and prominent — one. But how can small businesses streamline their customer support to deliver world-class service? The answer lies in smart help desk software.

In this comprehensive article, you’ll learn about the benefits and costs of customer service software. We’ll discuss what to watch out for when shopping for customer service software, and we’ll offer tips for picking the best help desk that perfectly aligns with your business needs and how to set it up. We’ll delve into detailed reviews of 15 help desk software options, examining their features, pros, cons, integration options, and pricing structures.

This article is your roadmap to boosting your small business’s customer service efficiency through savvy software selection. Take the first step to elevating your small business operations using the right help desk software.

Comparison table of the top 5 small business help desk software

Given that our daily schedules are often jam-packed, we have gathered and organized the top 5 help desk software solutions for small businesses into a single, user-friendly comparison table for your ease of reference.

Platform	Capterra rating	Integrations	Free version	Free trial	Price range
LiveAgent	4.7	220+	✅Yes	✅Yes	$9 agent/m
Hiver	4.7	10+	❌No	✅Yes	$15/agent/m
Tidio	4.8	30+	✅Yes	✅Yes	€29/agent/m
Help Scout	4.7	100+	❌No	✅Yes	$20/agent/m
Atera	4.6	10+	❌No	✅Yes	€99/agent/m

What should you look for in customer service software for SMBs?

When looking for customer service software for small businesses, you should consider various factors.

1. Internal collaboration tools

For a small business, internal collaboration and communication are of the essence. Opting for customer service software that offers internal collaboration tools can significantly improve the efficiency of your team. These tools can facilitate real-time communication, knowledge sharing, and task assignment among team members.

2. External customer support solutions

The capacity of the software to provide stellar external customer support solutions is another crucial aspect to look for. The software should be designed to cater to customer issues, queries, complaints, and feedback in a timely and professional manner, enhancing customer satisfaction, and by extension, brand reputation.

3. Help desk integrations

An ideal customer service software for a small business is one where help desk integrations can streamline business workflows. This feature enables all customer queries to be organized, tracked, and resolved efficiently, leading to improved productivity.

4. Microsoft Teams Helpdesk integration for collaborative support

The functionality of integrating ‘Teams Helpdesk’ into your customer service software can fundamentally transform your small business. It allows for multichannel customer support and seamless collaboration among team members. This enhances not only the level of customer support but also the overall team performance.

5. CRM as a part of the comprehensive help desk strategy

CRM offers you the ability to manage customer relationships, track sales leads, and conduct market analyses. Hence, customer service software that incorporates CRM can be instrumental in tracking customer interactions, understanding customer needs, and personalizing customer service, thus fostering customer loyalty and driving business growth.

Although each company is different, strive to always seek reliability, scalability, ease of use, and value for money when choosing customer service software for your small business.

Review of the top 15 help desk software for small businesses

If you own a small business, there’s no surprise that you’re searching for a help desk solution that can help improve your operations, while not breaking the bank. In this section, you will find a detailed review of 15 state-of-the-art help desk software and service desk software solutions.

1. LiveAgent (review 4.7/5)

LiveAgent is a multifaceted customer support software suited for all businesses, from one-man operations to large enterprises. It is designed to enhance customer service processes and customer satisfaction every step of the way. Its many features at an affordable price make it a great choice for small business owners.

Features ideal for small businesses

Ticketing system

This can help small businesses monitor, track, and resolve customer issues in an organized manner. Managing customer requests from multiple channels in one place saves time and enhances customer satisfaction.

Knowledge base

Knowledge base allows organizations to provide quick and efficient customer service. It works as a centralized platform where businesses can store information such as FAQs, guides, and troubleshooting procedures, which customers can access 24/7 to find solutions to their issues.

Moreover, teams can set up internal knowledge bases with all organizational knowledge readily available at their fingertips. This way, they can provide efficient customer support without the need to escalate or reassign the request.

Customer portal

This provides customers with a dedicated digital space where they can monitor the progress of their requests, provide additional information, and interact more directly with the business. Customer portals improve customer engagement and overall satisfaction.

Customizable live chat button

Businesses can tailor the live chat button’s look and feel to match their branding, making their website look more professional. The chat feature allows for real-time communication with customers, leading to quicker problem resolution.

Universal inbox

One centralized inbox in LiveAgent enables small businesses to manage all customer queries, from various channels, in one place. This prevents queries from being missed and makes managing customer interactions smoother and more efficient.

Customer forum

It’s a space where customers can interact with each other, answer each other’s questions, and communicate their needs or issues with the company. This can save the business time while fostering a community among users.

Customer email templates

This feature speeds up the process of responding to customer emails. By using predefined templates, small businesses can ensure that their communication is consistent, professional, and portrays the business in the right light.

Security features

LiveAgent ensures data protection and privacy with its security features. Its security features include password policy management, 2-step verification, HTTPS encryption, and more. For small businesses, this means they can assure their customers that their information is safe and secure, fostering trust between the business and its customers.

Internal tickets

LiveAgent’s internal tickets feature allows employees within a small business to communicate and collaborate effectively within the system itself. This results in improved efficiency and productivity, as teams can easily track and resolve individual tasks and issues without leaving the platform. Plus, internal notes maintain a clear record of interactions and ensure everyone is updated about ongoing projects.

Other features

• Advanced automation features
• Extensive reporting and analytics
• Custom domain hosting
• Single sign-on (SSO)
• Interactive voice response (IVR)
• Ticket satisfaction surveys
• Service level agreement rules (SLAs)

Integrations ideal for small businesses

LiveAgent offers more than 220 seamless integrations. The ones small businesses find most useful include:

• Shopify
• Stripe
• WordPress
• Nicereply
• Viber
• Slack

LiveAgent pricing

While LiveAgent does have a free version of their software, there are some limitations. Similarly, they grant a 30-day free trial for you to navigate through their services. In case you require more advanced features, you have a choice among four of their subscription-based plans. These encompass the Small plan at $9 per month per agent, the Medium plan costing $29 per month per agent, the Large plan priced at $49 per month per agent, and the Enterprise plan, which stands at $69 per month per agent.

Expert’s opinion

My experience with LiveAgent help desk software has been overall very positive. The platform is well-suited for streamlining customer communications and issue resolutions. It allows small businesses to manage multiple customer channels including email, live chat, and social media, all in a single centralized location. This, along with its robust ticketing system, can be a great tool for a small team, as it helps to ensure no customer queries or problems get overlooked.

LiveAgent’s intuitive interface is user-friendly, making it easy for teams to onboard and adapt to the system quickly. Its knowledge base is also very easy to set up internally, or externally, with many customization options. Furthermore, LiveAgent’s customer support team is reliable and ready to help whenever you need it.

Of course, no software solution is without its drawbacks. LiveAgent’s support documentation is comprehensive, but it can be quite time-consuming to sort through. Additionally, although LiveAgent’s support staff is helpful, the Small plan grants the best-effort service. Because the company is located in the EU, it can take an hour or two for them to resolve your issue.

Small business customer review

“LiveAgent has helped me respond to customers quicker over whatever communication they choose to use. It also means I can easily see past interactions with a customer when they contact us again, allowing me to come across as much more personal to them. The organization of tickets is excellent, distributing them by department, or agent workload, etc. This has definitely closed the gaps in our customer service response, making sure nothing falls through the cracks.”

Capterra

Make your small business stand out with LiveAgent! Sign up for a 30-day free trial and elevate your business now!

2. Hiver (review 4.7/5)

Hiver is a customer service solution that integrates into Google Workspace, allowing teams to manage customer interactions directly from Gmail. Hiver currently serves over 1500 companies across 30 countries.

Features ideal for small businesses

• Multi-channel engagement
• Live chat
• Knowledge base
• Email templates
• Collision alerts
• Team inbox
• Free onboarding assistance

Other features

• Voice call support
• CSAT Survey
• SLA violation and SLA Reports
• Automation
• Custom reports
• Scheduled data exports

Integrations ideal for small businesses

• Microsoft Teams integration
• Slack
• WhatsApp
• Aircall
• Okta

Hiver pricing

Hiver lets you choose from various pricing options, including the Lite plan priced at $15 per user/month, the Pro plan available at $39 per user/month, or the Elite plan costing $59 per user/month.

Additionally, Hiver provides a 7-day free trial for you to explore the platform.

Expert’s opinion

Hiver is a robust help desk software that fits into the small business landscape due to its tight-knit integration with G-Suite. It is especially admirable for teams already reliant on Google’s suite of tools, as it automatically syncs with Gmail, Google Calendar, and other applications.

Small businesses also benefit from Hiver’s email management capabilities. It enables streamlined communication, making customer support and internal collaboration smoother. The collaborative inbox allows for an easy recognition of whose turn it is to handle an inquiry. Furthermore, keeping track of task progress is made simpler, saving invaluable time, and improving overall productivity.

However, there are drawbacks to be aware of. One of these is the limited integration options. Apart from G-Suite, Hiver doesn’t offer much in the way of integrating with other software. This can be quite challenging for businesses that rely on other tools for their workflows. The search function is another gripe. It does the job, but it can be finicky, and improvements could be made to enhance functionality.

Overall, while Hiver is an intuitive and valuable tool that supports small businesses in their digital transformation, it does have areas that require patience and adjustments.

3. Tidio (review 4.8/5)

Tidio is a help desk software solution designed to enhance support interactions between businesses and their customers. Tidio stands out due to its easy and quick installation process, making it an accessible tool for businesses of all sizes.

Features ideal for small businesses

• Email management system
• Live chat
• Ticketing system
• Tidio AI reply assistant
• Live video calls
• Basic widget customization
• Analytics — basic features

Other features

• Open API
• Custom branding
• Advanced analytics
• Automation
• Live typing
• Chatbot building and strategy assistance

Integrations ideal for small businesses

• Mailchimp
• Wix
• WordPress
• OpenCart
• Social media — Messenger, Instagram, WhatsApp

Tidio pricing

Besides the free plan, Tidio offers three paid tiers: Starter for €29/ month, Growth for €59/month, and Tidio+ starting at €398/month.

Besides these plans, Tidio also offers a 7-day free trial, where you can experience features from the Starter and Growth packages.

Expert’s opinion

Tidio is a beneficial tool for small businesses looking to boost customer engagement via an online chatbot. Tidio’s live chat software and chatbot have proven remarkably stable, which saves small businesses valuable time in not having to continuously tweak the bot.

The software is also very user-friendly, with a smooth, intuitive interface that permits not-so-tech-savvy users to navigate comfortably. You can set up and use Tidio without the need for specialized coding or technical skills.

However, Tidio isn’t without its downsides. The conversation flows can sometimes be challenging to set up, and it occasionally feels like an uphill task to implement complex chat sequences. Some basic chat features like hyperlinks, bold, and italics are missing, which can restrict conversation dynamics to a certain extent.

Even though these issues can be limiting, Tidio is still a helpful tool for small businesses looking to enhance customer interactions.

4. Help Scout (review 4.7/5)

Help Scout is a web-based help desk software designed to deliver stellar customer service experiences. Its collaborative inbox ensures all customer requests are handled on time. Interestingly, Help Scout has been a Certified B Corporation™ since 2019.

Features ideal for small businesses

• Centralized inboxes
• Team collaboration
• Email management
• Live chat
• Automation
• Social media
• Knowledge base
• Reporting

Other features

• AI Assist
• AI Summarize
• Advanced permissions
• Security — HIPAA compliance, SAML authentication, IP restrictions
• Light Users
• Custom fields

Integrations ideal for small businesses

• Savio
• Mailchimp
• WordPress
• Nicereply
• Shopify

Help Scout pricing

When considering purchasing Help Scout’s software, you can pick from three options. The Standard package costs $20 per user/month, the Plus tier costs $40 per user/month, and the Pro package comes up to $65 per user/month.
You can also give Help Scout a test drive with a 15-day free trial.

Expert’s opinion

Help Scout is a great option for smaller organizations. What I like most about the software is its automation capabilities, which are not only valuable but also affordable. Furthermore, Help Scout’s knowledge base is highly customizable, allowing businesses to create tailor-fit solutions for their unique needs.

Unsurprisingly, it hasn’t been all seamless. The SLA features leave much to be desired. Companies that rely heavily on service level agreements can find Help Scout’s offering somewhat insufficient and might need to supplement it with external tools.

That said, despite these few negatives, this software is still a good choice for small businesses looking for a comprehensive and affordable help desk tool.

5. Atera (review 4.6/5)

Atera is a help desk software that combines remote monitoring and management (RMM) in an all-in-one platform. Atera comes with an integrated professional services automation (PSA) system, allowing IT businesses to streamline their workflow.

Features ideal for small businesses

• Real-time remote monitoring
• Software management automation (Homebrew and Chocolatey)
• IT automation and scripting
• Ticket scheduling
• Customer Portal
• Calendar integrations
• AI Suite
• Knowledge base
• Mobile app (iOS & Android)

Other features

• Private software repository
• Asset management
• Data loss and corruption recovery
• Custom analytics
• Dedicated account manager
• Business associate agreement (BAA) under HIPAA

Integrations ideal for small businesses

• Emsisoft
• AnyDesk
• Domotz
• Bitdefender
• Zomentum

Atera pricing

Atera offers four pricing options for large tech IT departments, as well as four tiers for MSPs. The MSP pricing includes the Pro plan for €99 per technician/month, the Growth plan for €129 per technician/month, and the Power plan for €169 per technician/month. The Superpower plan requires you to reach out to Atera’s sales team to request a quote.
You can also try Atera for free for 30 days.

Expert’s opinion

Atera’s user-friendly interface demands very little technical expertise, which cuts down on training time and makes it simple for smaller teams to get tasks done efficiently. Atera’s remote monitoring and management software stands out due to its reliability. The software effectively highlights system issues and automatically initiates alerts, which facilitates a more effective way of managing organizations’ IT needs and averting crises before they escalate.

Of course, Atera, like any other software, has some issues. Features like asset tracking, though present, could be made more robust with a few tweaks. Similarly, a more in-depth reporting system would be useful.

Overall, Atera’s help desk software provides a balanced blend of cost-effectiveness and functionality for small businesses.

6. HappyFox Help Desk (review 4.6/5)

HappyFox Help Desk is a cloud-based customer support software designed to streamline customer service requests and simplify ticket management. It is utilized across a range of industries such as education, health, retail, and IT.

Features ideal for small businesses

• Ticket management
• Unlimited mailboxes
• Customer management
• Help desk automation
• Self-Service knowledge base
• Internal knowledge base
• Help desk reporting
• Security
• Help desk mobile app

Other features

• Kanban view of tickets
• Asset management
• Contact group custom fields
• Digitally signed emails (DKIM)
• Agent scripting
• Multilingual knowledge base
• Satisfaction survey report
• Asset Manager App

Integrations ideal for small businesses

• Microsoft Teams
• BigCommerce
• Mailchimp
• Slack
• Social media

HappyFox Help Desk pricing

HappyFox provides two main cost models. The first one, an agent-based model, features four different packages. The Mighty package is priced at $29 per agent/month when billed annually, and the Fantastic package at $49 per agent/month when billed yearly. The Enterprise package for $69 per agent/month with annual billing, and the Enterprise Plus package at $89 per agent/month when billed on an annual basis.

The alternate pricing involves four tiers, regardless of agent count. These include the Starter plan for $1,499/month when billed annually, the Growth plan at $1,999/month billed yearly, the Scale plan at $2,999/month with annual billing, and the Scale Plus plan at $4,999/month when billed on an annual basis.

HappyFox allows you to try their product free of charge for 14 days.

Expert’s opinion

HappyFox Help Desk offers a comprehensive interface with a range of functionalities such as managing, tracking, and resolving customer support tickets, providing an efficient system for smaller teams to multitask. The ticket categorization system, for instance, can be particularly helpful for organizing and prioritizing tasks.

However, the software is not entirely without drawbacks. For businesses with a limited budget, cost can be a deciding factor, and HappyFox may prove to be a steeper investment than anticipated. For start-ups and micro-businesses, especially, this could turn out to be a hefty expense.

Additionally, while the software can be user-friendly with visible onboarding procedures, there is a steep learning curve due to its complexity.

Despite these, HappyFox offers an array of positives that could potentially outweigh the negatives, especially with its broad range of integrations, timely customer support, and SLA management. It is a robust tool that, once mastered, can prove to be a powerhouse for small businesses looking for an affordable, easy-to-use, and efficient help desk system.

7. Crisp (review 4.5/5)

Crisp is a customer support software solution facilitating communication between businesses and their customers. Crisp’s interface is designed with usability in mind, making it easy for support teams to efficiently manage customer inquiries. This platform supports over 50 languages, making it a globally accessible tool.

Features ideal for small businesses

• Shared collaborative inbox
• Website chat widget
• Contact form
• Mobile applications
• Unlimited conversations
• Push notifications

Other features

• Unlimited history
• Chat triggers
• Knowledge base
• Chatbots
• Analytics
• Automated campaigns

Integrations ideal for small businesses

• Slack
• WordPress
• Mailchimp
• Social media
• Shopify

Crisp pricing

Crisp offers three main pricing options: Basic with limited features is free of charge, Pro costs €25 month/per workspace, and Unlimited costs €95 month/per workspace.

You can try the features included in the pricing options during a 14-day free trial.

Expert’s opinion

Crisp provides a centralized and user-friendly interface that combines multichannel customer interactions, which is useful for small companies. It offers live chat, chatbots, and email marketing tools that allow you to handle customer queries efficiently.

However, Crisp has also proven to have some downsides. Smaller teams may run into initial difficulties in navigating the system because of its complex nature. Yes, there’s technically no learning curve once you get past the initial stage, but the process can be daunting for a small team without an IT background. The FAQ section isn’t exhaustive, so you might need to reach out to their customer service.

Crisp is a robust customer support tool for small businesses that are willing to face the initial complexity and cost. The benefits of efficient customer communication and the analytics it offers can outweigh the difficulties if you’re ready for the learning curve.

8. Zoho Desk (review 4.5/5)

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, offering tools for customer service automation. Zoho Corporation, founded in 1996, started as a network management software company and now offers a suite of online productivity tools and SaaS applications.

Features ideal for small businesses

• Email channel
• Feedback widget
• Ticket management
• Automation and process management
• Pre-defined reports
• Ticket overview & status dashboard
• GDPR compliance
• Custom email templates

Other features

• Live chat
• Round-robin ticket assignment by load balancing
• Agent collision detection
• Artificial intelligence
• Ticket templates
• Advanced dashboards
• Telephony
• Chat support

Integrations ideal for small businesses

• Mailchimp
• Slack
• RingCentral
• Microsoft Teams
• Clearbit

Zoho Desk pricing

Zoho Desk offers a Free plan that includes basic features at no cost. The Standard plan comes at a monthly cost of €14 per agent, while the Professional plan costs €23 per agent each month. Their Enterprise plan, which includes more comprehensive features, is €40 per agent each month. They also provide Zoho Express for €7 per agent each month for up to 5 users.

Zoho Desk also grants a free 15-day trial period for users to evaluate the service before subscribing to any of their plans.

Expert’s opinion

Zoho Desk’s interface is quite user-friendly and intuitive, making it easy even for non-tech savvy users to navigate through it. The ticketing feature is one of its best aspects, as it provides an organized system for tracking customer inquiries, which can greatly improve the customer service aspect of any small business.

One of the platform’s other strong points is its omnichannel support, which gives businesses the ability to handle customer interactions across various channels including email, phone, and social media. This feature can be particularly beneficial to businesses looking to consolidate their customer service operations.

On the other hand, the software occasionally shows difficulties with system crashes and lags. When these occur, the software may become slow and unresponsive, which is a downside when you require quick solutions. Additionally, although Zoho offers a set of comprehensive features, these can seem overwhelming to new users. This could lead to a steep learning curve for some of them.

Overall, the Zoho Desk help desk software is definitely an asset for small businesses. However, businesses might need to allocate some time for its proper setup and adjustment to its robust features.

9. Freshdesk (review 4.5/5)

Freshdesk is a cloud-based help desk and support software designed to streamline customer service processes. Freshdesk serves over 60,000 businesses globally, including Pearson and Bridgestone.

Features ideal for small businesses

• Integrated ticketing across email and social media
• Ticket dispatch
• Knowledge base
• Out-of-the-box analytics and reporting
• Ticket trend report
• Team collaboration
• 24×7 email support

Other features

• Automation
• SLA management & business hours
• CSAT surveys & reports
• Custom metrics
• Audit log
• Flexible knowledge base hierarchy
• Round-robin routing

Integrations ideal for small businesses

• Shopify
• Slack
• Microsoft Teams
• Mailchimp
• WooCommerce

Freshdesk pricing

Freshdesk provides a support desk service that includes a free package for up to 10 agents, though it does have some limitations. Should you wish to upgrade, the subsequent plans are: €15 for Growth, €49 for Pro, or €79 for Enterprise per agent every month, with annual billing. You can also choose to buy additional add-ons. Before subscribing to a paid plan, you can take advantage of Freshdesk’s 14-day free trial.

Expert’s opinion

Freshdesk’s multi-channel support features, including email, phone, chat, social media, and forums, really stand out in terms of helping small businesses achieve efficient customer service. The ticketing system is outstanding and allows small businesses to efficiently resolve customers’ issues and queries. Besides, its ability to integrate with several platforms offers versatility.

One significant benefit of Freshdesk is its user-friendly interface. It is simple to navigate through, regardless of your technical proficiency. However, the rigidity in customizing the interface can be off-putting, as it doesn’t allow much room for personalized branding and aesthetics.

The software does well at analytics, providing handy reports that help in strategic decision-making. It also comes with a decent pricing structure that makes it affordable even for small businesses. However, the pricing can be confusing as some features are hidden behind more expensive plans, and it can take a while to figure out which pricing plan best suits your needs.

Overall, if you are a small business operator looking for software to enhance your customer service, Freshdesk is a good bet, even though there is some room for improvement.

10. Intercom (review 4.5/5)

Intercom is a conversational relationship platform that offers help desk software, enabling businesses to connect with their customers through personalized, messenger-based experiences.

Features ideal for small businesses

• Shared centralized inbox
• Ticketing system
• Help center customization
• Fin AI Answers
• Banner messages
• Live chat
• Inbound email

Other features

• Workflows for advanced automations
• Fin AI Summarize
• Workload management
• Multiple help centers
• Workflows for Fin
• Social channels
• SSO & identity management

Integrations ideal for small businesses

• Stripe
• Segment
• Social media
• Mailchimp
• Savio

Intercom pricing

You can purchase Intercom’s software at three main pricing points: the Essential package for $39 per seat/month, the Advanced package for $99 per seat/month, the Expert package for $139 per seat/month.

Before committing to a paid plan, you can give Intercom a test drive during a 14-day free trial.

Expert’s opinion

Intercom’s help desk software is a robust and versatile tool for small businesses. Its interface is easy to navigate, even for non-technical users, and offers a fine balance between a professional look and practical functionality.

Customer relationships are particularly important for small businesses, and Intercom knows that. Their customer relationship management feature is effective in streamlining communication with customers. Its automation capabilities minimize manual tasks, giving customer support teams more time to focus on other critical business functions.

However, the software comes with a few downsides. The pricing structure can be somewhat confusing and steep for a small business. Intercom’s platform also occasionally slows down, potentially affecting productivity.

Overall, while Intercom is an impressive platform, small businesses may find it challenging to meet the cost, given the tiered pricing structure. Performance issues, although sporadic, might impact time-sensitive processes. Yet, it adds value by managing and improving customer relationships effectively.

11. Front (review 4.5/5)

Front is a unified communication platform that acts as help desk software, centralizing emails, social media, phone calls, and SMS conversations into one collaborative workspace. Front was originally developed as a solution to internal communication challenges, and now it serves companies all over the globe.

Features ideal for small businesses

• Email
• Knowledge base
• Shared inbox
• Internal comments
• Customer relationship management (CRM)
• Customizable chat widget for web and mobile
• Basic security features

Other features

• Voice communication and telephony
• Summarize and Compose with AI
• Response time SLA rules
• Smart rules
• Advanced message routing
• Chatbots
• Analytics
• Advanced security

Integrations ideal for small businesses

• Aircall
• Klaus
• Nicereply
• Shopify
• Slack

Front pricing

Front provides four key pricing tiers. The Starter tier is perfect for smaller groups, with a cost of $19 for each seat every month. The other three tiers are designed for corporate use: the Growth tier is $59 per seat per month, the Scale tier is $99 per seat per month, and the Premier tier is $229 per seat per month.

Before subscribing to any of these tiers, Front offers a free trial period.

Expert’s opinion

For many small businesses, Front can be a highly functional tool. Notably, it provides a single platform where emails, messages, and social media can be pulled together, which greatly enhances communication and customer interaction. The software’s user interface is friendly and offers ease of use to even the most novice user.

The thread-based conversation layout is especially beneficial as it organizes interactions by customer rather than by individual contact method. Additionally, the assignment feature helps ensure that no customer inquiries fall through the cracks, increasing efficiency in responding to customers.

However, like any other system, Front also has its limitations. The software is a bit pricey for a startup or small business. Also, the reporting feature could use some improvement, as it lacks flexibility in generating customized reports. Furthermore, the search function isn’t as robust as one might expect, making it difficult, time-consuming even, to find older correspondences.

Overall, despite its shortcomings, Front is still a solid choice for small businesses seeking to streamline their customer interaction processes.

12. Jira Service Management (review 4.5/5)

Jira Service Management, formerly known as Jira Service Desk, is a sophisticated help desk software developed by Atlassian. Equipped with features that support ITSM and other customer service needs, it allows businesses to manage, track, and resolve incoming tickets effectively. Jira was originally designed as a bug and issue tracker for software teams.

Features ideal for small businesses

• Limited automation
• Atlassian Intelligence (AI)
• Reporting and insights
• Domain verification and account capture
• MDM (Mobile Device Management)
• Email notifications
• Customizable workflows

Other features

• Capacity management
• Atlassian Analytics
• User roles and permissions
• Sandbox
• Audit logs for user activity
• Anonymous access
• Product requests

Integrations ideal for small businesses

• Slack
• GitHub
• Microsoft Teams
• Salesforce
• Katalon

Jira pricing

Jira Service Management presents multiple pricing options, starting with a Free plan encompassing essential features. More thorough plans include the Standard and Premium packages, which cost $8.15 and $16 per agent per month, respectively. For bigger teams with more intricate requirements, they offer an Enterprise package with adjustable pricing details that can be obtained directly from the sales team. In addition, Jira offers an in-house solution that costs $42,000 yearly for 500 users.

For the Standard and Premium plans, as well as the self-hosted solution, a free 30-day trial is available.

Expert’s opinion

Jira is an efficient tool with a number of positives and negatives. What stood out was its powerful features like incident management, problem management, change management, and a user-friendly interface. The software is smooth, with a logical workflow that makes tasks easier, resulting in streamlined operations and increased productivity.

Unsurprisingly, there are some challenges due to its complexity. There is a steep learning curve largely due to the plethora of features and extensive customizability. This is not necessarily a bad thing, but for a small business with limited resources, it can be quite overwhelming, and mastering it takes time and effort.

Furthermore, the pricing structure of Jira may be one of the downsides for small businesses. While it undoubtedly offers value for money given the range of features, it may not be affordable for a small business on a tight budget.

All in all, Jira help desk software is a robust and feature-rich tool, with comprehensive capabilities that increase efficiency.

13. Zendesk (review 4.4/5)

Zendesk is a customer service-focused software company, offering a tool set designed to enhance communication between businesses and their customers. Zendesk was originally created in a Copenhagen loft by three friends who wanted to bring a sense of calm to the chaotic world of customer service.

Features ideal for small businesses

• Ticketing system
• Email, Twitter, and Facebook
• Business rules
• Customer details and interaction history
• Out-of-the-box reporting and analytics
• Customer satisfaction surveys (CSAT)
• Multilingual support

Other features

• Self-service customer portal
• Multiple ticket forms
• Skills-based routing
• HIPAA enabled
• AI-powered Content Cues
• Dynamic, Contextual workspaces
• Integrated community forums

Integrations ideal for small businesses

• Shopify
• Slack
• RingCentral
• Microsoft Teams
• WooCommerce

Zendesk pricing

Zendesk lets you choose from four different price packages. The price for the Support Team package stands at €19 per agent each month. The Suite Team package costs €55 per agent monthly, the Suite Growth package comes for €89 per agent per month, and the Suite Professional package is charged at €115 per agent per month. For the top-level Enterprise plan, you will need to reach out to the sales team at Zendesk for a detailed quote.

You can also sign up for Zendesk’s 14-day free trial before committing to a paid subscription.

Expert’s opinion

Zendesk Help Desk software serves as a reliable tool for streamlining customer service operations. The simplistic yet dynamic interface is user-friendly and intuitive, making it easy to create, manage, and track tickets from various channels such as emails, social media, or phone calls. The software integrates seamlessly with external applications like email services and social media platforms, creating a unified communication ecosystem.

One noteworthy positive is the effortless customization options Zendesk offers, enabling the modification of communication templates and automating responses. Its analytical reports and customer satisfaction surveys provide valuable insights into your customer service performance and areas for improvement.

However, it’s not without negatives. Initially setting up the software can be a complex process, especially for those without technical expertise. Additionally, several critical features such as advanced analytics and automation rules come at a higher cost with the premium plans, which might not be feasible for small businesses operating on a limited budget.

In conclusion, Zendesk Help Desk software is a robust and efficient tool for streamlining customer service operations. Nonetheless, small businesses must consider the technical competency required for setup and the higher cost of additional features before investing in it.

14. HubSpot Service Hub (review 4.5/5)

HubSpot Service Hub is a customer service software that helps businesses streamline their customer support operations. HubSpot Service Hub is part of a larger suite of HubSpot’s software platforms, together covering marketing, sales, and service functionalities.

Features ideal for small businesses

• All free tools
• Team email
• Custom user permissions
• Mobile inbox
• HubSpot mobile app
• Live chat
• User management

Other features

• Simple ticket automation
• Ticket routing
• Post-chat feedback
• Custom reporting
• Customer portal
• Service analytics
• Knowledge base

Integrations ideal for small businesses

• WordPress
• Mailchimp
• Aircall
• Shopify
• Slack

HubSpot Service Hub pricing

The Free version of HubSpot Service Hub is ideal for smaller teams. The Starter plan, offered at €18 per user per month, may suit larger departments. More intricate operations can benefit from the Professional plan at €441 a month, while big corporations with significant needs may prefer the monthly €1,180 Enterprise package.

HubSpot Service Hub also provides a no-cost 30-day trial.

Expert’s opinion

HubSpot Service Hub is a help desk software that offers an impressive suite of tools for small businesses. It presents a centralized dashboard that effectively consolidates customer interactions, making it easier to manage customer requests and issues. Tracking customer queries and offering prompt solutions becomes seamless with its automated ticketing system.

However, the learning curve for Service Hub can be quite steep for novice users, particularly for those who haven’t interacted with HubSpot’s ecosystem before. It is feature-rich, which is valuable, but it takes time to fully understand and utilize its capabilities effectively. A significant drawback for small businesses could be its cost–Service Hub is a little expensive compared to other helpdesk software in the market.

In terms of customization, HubSpot Service Hub leaves some room for improvement. While it does allow for good customization, it’s not as flexible as one might want, making the realization of specific customer service scenarios challenging.

Overall, HubSpot Service Hub is a powerful customer service tool for small businesses with a wealth of features. While its steep learning curve and cost could be off-putting, its capabilities in managing customer interactions, automating processes, and boosting customer satisfaction outweigh its shortcomings.

15. Salesforce Service Cloud (review 4.5/5)

Salesforce Service Cloud is a customer relationship management (CRM) platform designed to support customer service and support operations. Salesforce is considered a pioneer in the cloud computing industry and introduced the “No Software” concept, emphasizing its cloud-based software offerings.

Features ideal for small businesses

• Case management
• Knowledge management
• Salesforce Mobile App
• Customizable reports and dashboards
• Task management, Activity feed
• Email templates
• Case email auto-response

Other features

• Unified Voice & Messaging
• Service GPT
• Einstein Bots
• Chat & Messaging
• Help center
• Advanced reporting features
• Workflow and approval

Integrations ideal for small businesses

• WhatsApp
• Mailchimp
• TeamViewer
• Twilio
• RingCentral

Salesforce Service Cloud pricing

Salesforce Service Cloud provides four unique pricing models for you to select from. The initial Starter package is billed annually at $25 per user per month; the Professional package is billed at $80 per user per month, while the higher level Enterprise package is priced at $165 per user per month, with both also billed annually. The Unlimited plan comes up to $330 per user per month, billed annually, and the most expensive Unlimited+ tier costs $500 per user per month, billed annually.

Before committing to a full purchase, Salesforce Service Cloud offers a 30-day free trial.

Expert’s opinion

Salesforce Service Cloud is an incredibly robust and customizable help desk software that excels in managing customer service relations. It can be particularly useful for tracking customer issues, as it centralizes data in a very accessible and user-friendly way. It connects and integrates various customer service channels such as email, calls, and social media into a single platform which makes interactions simple and seamless.

One of the standout features of Salesforce Service Cloud is its solid automation functionalities that streamline workflows and simplify the task of ticket routing. The analytics capability offers impressive CRM solutions for businesses, providing insights that are beneficial for decision-making.

However, on the downside, some aspects of the software have room for improvement. Notably, its pricing structure can be prohibitive for small businesses. It is an expensive solution, especially if you need access to advanced features. Moreover, it has a steep learning curve due to its vast array of features. First-time users might find initial setup and customization daunting.

All in all, Salesforce Service Cloud is a scalable, feature-rich software designed for comprehensive customer service management. It has its complexities and drawbacks, but the benefits generally outweigh its negatives.

How to choose the best help desk for your small businesses

Now you have all the best options laid out, but how do you go about picking the right help desk for your small company? Let’s look at some of the most important questions you should ask yourself before you decide.

Key questions to ask when considering a help desk solution

How easy is it to use?

A help desk solution should be easy to navigate, not just for your customers, but also for your support team. Look for a user-friendly interface that requires little to no training to use.

Does it support multiple channels?

Ideally, the help desk should support multiple channels such as email, phone, social media, and live chat. This will enable your customers to contact you in the way they prefer. When looking for an omnichannel solution, make sure it offers a shared inbox tool, so your agents don’t miss any customer interactions.

Can it integrate with other tools?

If you’re already using certain tools like CRM or email marketing software, it’s important that the help desk can integrate with these tools to ensure a streamlined process.

Is it scalable?

As your business grows, your support needs will also grow. Look for a help desk that can easily be scaled up to accommodate this growth.

Is it mobile-friendly?

A help desk that can be accessed on mobile devices ensures that your team can respond to customer queries even when they’re on the go. These days, many customers prefer to communicate with businesses on their mobile devices, so it’s crucial your help desk solution can accommodate this requirement.

Does it offer automation?

Features like automated responses and ticket routing can help to maximize your team’s efficiency. From canned messages to AI-powered tools, a reliable help desk solution should be able to offer automation to streamline your processes.

Is there good support service?

Should you run into problems with the help desk, it’s essential to have dependable customer support from the software provider. Carefully read customer reviews to gauge the quality of the software provider’s customer support.

What’s the cost?

Finally, does the pricing fit into your business budget? Ensure there are no hidden costs and that the fee structure is clear.

What are the most common tools that help desk agents use?

Ticketing system

This is the most common tool used by help desk agents. Ticketing systems allow agents to track, prioritize, and solve customer support tickets.

For instance, an office worker who is experiencing some issues with their computer can report this issue to the help desk. The agent logs the issue into the ticketing system where the status, progress, and resolution are documented.

Knowledge base/ knowledge management tools

This is a centralized database that provides agents with information about company products, services, or other technical data.

If a customer is having trouble operating a product, the agent can reference the knowledge base to provide accurate instructions.

Live chat software

Live chat allows agents to interact with customers in real time through the company’s website. For instance, if a customer visits a website and is unsure about a product, an agent through the live chat software can provide immediate assistance.

CRM system/integration

This helps an agent keep track of interactions with customers.

For example, if a customer contacts the help desk many times about the same issue, the agent, through the CRM, could quickly review the problem’s history without having to ask the customer to repeat information.

Self-service portal

Such a feature allows customers to solve common issues that don’t require agent assistance.

Consider a customer forgetting their account password. Instead of having to call the help desk, they can navigate through the self-service portal and follow the steps to reset their password.

Telephony

Call management tools aid in routing incoming calls to the correct agent, monitoring calls, and holding calls when agents are busy.

If a customer calls inquiring about a product’s delivery, the call management tool will route the call to an agent who handles shipping queries.

Social media tools

Some companies use social media platforms to monitor and respond to customer queries and complaints.

For example, a customer could post a complaint on the company’s X (Twitter) page. The help desk agent could use the company’s social media tools to respond to this comment publicly or privately.

Reporting and analytics

These are generally used to track and measure team performance and customer support success.

As an example, reporting and analytics could be used to determine how many tickets are being resolved in the first contact or how long, on average, a customer has to wait for a response.

Help desk software benefits that small business owners love

Let’s discuss some benefits help desk software for customer service can bring to your small business.

It Improves customer service

Help desk software enables small businesses to provide better customer service to their clients. It allows for faster resolutions by managing and streamlining support tickets. This results in quicker responses, providing customers with the answers they need in a timely manner. Moreover, it ensures no customer queries are overlooked.

It centralizes information

Small business owners can benefit from the centralized nature of help desk software. It keeps all customer service inquiries in a single place, regardless of whether they arrived via email, phone, or social media. This eliminates the need to manually collect information from different sources, saving precious time and reducing the chance of missing or losing critical data.

It saves costs

Implementing help desk software can lead to significant cost savings. It automates many tasks that would traditionally require extra employees or resources. Instead of hiring more staff to handle customer service, you can invest in a reliable help desk system that manages tasks efficiently.

It helps provide 24/7 customer support

With help desk software, businesses can ensure that their customers receive assistance at any time. Automated responses or knowledge bases can immediately address common questions without human intervention. This kind of around-the-clock service can significantly improve customer satisfaction.

It offers scalability

As a small business grows, its customer service needs are likely to expand. Help desk software is scalable and can grow with the business. It can handle an increased volume of tickets and can be upgraded with additional features as the need arises. This flexibility allows businesses to adapt to new challenges without having to invest in a new platform.

It helps improve customer satisfaction

By ensuring timely and efficient responses to customer inquiries, help desk software can significantly improve customer satisfaction. Not only does it lead to quicker resolutions, but it also provides a more personalized experience as agents have access to customer history and past interactions. Happy customers are likely to remain loyal to your brand and recommend it to others.

It helps increase productivity

Through automation, help desk software eliminates a lot of manual tasks, which not only reduces errors but also allows staff to focus on higher-level tasks instead of getting bogged down with routine work. Improved productivity can ultimately lead to better business outcomes and boosted revenue.

It aids in consistency

Using a help desk system ensures consistency. It offers standardized responses and procedures, eliminating disparities in the customer service process. This uniformity of service gives customers a consistent experience, which in turn enhances their trust and confidence in your brand.

It helps improve communication

Help desk software can also improve communication and collaboration within your team. With all the data centralized, team members can easily access information about a particular customer or issue and effectively collaborate to provide a solution. This interdepartmental cooperation can help in delivering more effective and efficient services.

What are some common features of help desk software for SMBs?

While every business has its own specific needs, most of them are typically looking for the following features.

Ticket management

Ticketing allows businesses to keep track of customer queries or issues that arise. By assigning tickets to each customer request, small businesses can ensure that no customer requests get missed.

Multi-channel support

Small businesses may interact with their customers through various channels such as email, phone calls, or social media. Help desk software facilitates managing these interactions from a single place, ensuring the business doesn’t miss out on any communication.

Knowledge base

This feature provides customers with immediate answers to common issues or queries, which helps reduce the load on the customer support team.

For instance, a small fitness center might have common queries about membership plans, timings, and diet plans, all of which can be addressed through a knowledge base.

Reporting and analytics

Help desk software reports and analytics provide insights into support effectiveness, customer satisfaction, and common issues. Small businesses can use this data to improve their products, services, or customer support.

Automation capabilities

Such features automate routine tasks, freeing up time for the support team to focus on more complex issues, which is particularly important for small businesses with limited resources.

For example, auto-responders can be implemented to acknowledge customer emails promptly, reassuring customers that their query is being handled.

Easy integration

Most small businesses use a variety of software applications for different processes. So, help desk software seamlessly integrating with existing applications is crucial.

For example, a small business might already be using a particular email marketing application or a CRM system, so it’s essential that their help desk software can integrate seamlessly with these tools.

Mobile access

This feature allows businesses to address customer issues on the go. For small businesses operating remotely, this is particularly useful.

For example, event management and catering companies that don’t operate in a fixed location could benefit from this feature, allowing them to respond to customer inquiries anytime, anywhere.

Collaboration tools

These tools help multiple team members work on one ticket or query at the same time. In a small team where multiple roles might be performed by one person, this can be invaluable.

User-friendly interface

Small businesses usually don’t have dedicated IT teams to manage complex software, so an intuitive, user-friendly help desk software interface is necessary.

How to set up small business help desk support for efficiency in simple steps

Setting up a help desk solution for the first time isn’t always the easiest. To help you out, here’s a simple step-by-step breakdown:

• Step 1: Identify your needs

Identify what type of support your customers need. This can be anything from answering product questions, troubleshooting issues, or billing inquiries. Define the types of customer inquiries that your help desk will handle, the channels of communication that will be used (like email, phone, live chat, or self-service portals), and when the support needs to be available (24/7, business hours, etc.).

• Step 2: Choose the right help desk software

In this article, we have already discussed in detail 15 help desk solutions that are best suited for small businesses. You can use it as a guide in choosing the software for your business.

Let’s say you decide to use LiveAgent. You would start by signing up for an account, picking your plan, and setting up your helpdesk. This could involve setting up departments (e.g., Sales, Technical Support), assigning roles to team members, and configuring your settings (e.g., business hours, SLAs).

• Step 4: Integration

Integrate the help desk system with other tools and software your business uses, such as customer relationship management (CRM), marketing, product management, and other key systems. Integrating these systems allows knowledge and data sharing across the platforms, leading to efficient and holistic customer support.

For example, software integration could mean linking your help desk software with the live chat feature on your website. When a visitor asks a question through live chat, a ticket is automatically generated in the help desk system.

• Step 5: Implement and test the system

Implement the chosen software and run tests before going live to ensure everything is functioning as expected. If you’re struggling with the setup and configuration, refer to the vendor’s knowledge base articles, or contact their customer support.

Once you have your help desk ready, start by resolving small internal issues before going large scale.

The success of your help desk support relies on your ability to constantly evolve and meet your customers’ changing needs and expectations. Remember, the goal is to provide a seamless and efficient customer service experience.

How much does help desk software for small businesses cost?

The price of help desk software for small businesses can vary significantly, largely depending on the tailored features, scalability, and the specific needs of the business.

Minimum expenses on help desk software can start from as low as $9 per month per agent, going up into hundreds and even thousands for full-featured enterprise solutions.

Free help desk software is an excellent way to start and provides you with the basics for improving customer service and the opportunity to test the waters before investing in a paid version. With a free platform, you can typically handle basic customer communication, respond to queries, and keep track of issues. However, as your business grows, you might find you need additional features such as customization, integrations with other platforms, advanced reporting, and knowledge base management, which are usually part of the paid versions.

Consider, for example, LiveAgent. While LiveAgent offers a free help desk solution with some limitations, its paid version can still fit into your small business’ budget. The most accessible, Small plan, costing just $9 per agent/month, includes features such as ticket management with unlimited ticketing history, email, live chat, customer portal, knowledge base, 220+ integrations, and more.

This means every customer query coming from any direction is captured and handled efficiently. Clearly, as your business grows, LiveAgent grows with you providing solutions that cater to your expanding customer base.

How to leverage a knowledge base for small business efficiency

A knowledge base is a centralized repository of information that can be easily accessed whenever necessary. This can include guides, tutorials, business process workflows, frequently asked questions, and other information relevant to the business. For a small business, establishing and utilizing a well-structured knowledge base can significantly enhance their efficiency in various ways.

To leverage a knowledge base for small businesses, it’s crucial to regularly update and organize the information, ensuring it is relevant and easy to access. Utilize tools and knowledge management software that are user-friendly and offer search functions for easy navigation.

Furthermore, incorporating feedback from customers and employees can continually refine and enhance the knowledge base. Creating a culture of knowledge sharing and learning within a small business can also encourage the effective use of the knowledge base, increasing overall business efficiency.

It is also beneficial to keep an external knowledge base for customers where they can find answers to their queries. This decreases the number of support requests, enabling your staff to concentrate more on other vital tasks that would otherwise be spent on resolving common queries.

You can read more about the importance of managing organizational knowledge in businesses of all sizes in our comprehensive guide to knowledge management.

Help desk advantages and disadvantages for small business owners

Let’s look at some advantages and disadvantages of implementing a help desk solution in your small business.

Advantages

Advantage	Explanation
Improved efficiency	Automating help desk processes streamlines customer inquiries and issues. The business can handle large amounts of customer interactions.
Customer satisfaction	A well-managed help desk leads to quicker response times and more effective problem resolutions, enhancing the customer’s experience significantly.
Problem and solution tracking	Problems can be logged centrally, making it easier to identify common issues and track the effectiveness of solutions
Enhanced communication	With help desk software, all communication, including emails, phone calls, and social media interactions, can be centralized in one place.
Insights and reports	Reporting options in help desk solutions can provide valuable insights into customer behavior, staff performance, and other crucial areas.

Disadvantages

Disadvantage	Explanation
Cost	Especially for small businesses, a help desk can be expensive. The cost includes software, hardware, and any training staff may need.
Implementation time	Setting up a help desk and training staff may take time. Short-term productivity could be reduced by implementation hiccups.
Dependence on technical support	You may need assistance to resolve technical glitches. Additionally, this can take time and cost money, which might affect your business.
Data security	Help desks handle sensitive customer data. If the software isn’t up-to-date or the provider has weak security measures, there is a risk of a data breach.
Usability and learning curve	Software interfaces may make it difficult for employees to use. It could result in a longer learning curve and inefficiencies until employees become comfortable.

Next steps after choosing help desk software for your small business

Below, we are going to discuss what’s next for your new help desk solution and your small business.

Implement the software

After choosing your help desk software, set it up according to your business’s specific needs. This will likely involve configuring settings, integrating it with other platforms your business uses, and setting up user accounts. We have touched on this step in the “How to set up small business help desk support for efficiency in simple steps” section of this article.

Train your agents

Your customer service team should understand how to use the new help desk software effectively. Provide training sessions to ensure they’re comfortable with its features and functionality.

Define processes

Make a concrete plan of how your support requests will be handled using the new software. This includes deciding the steps to be taken when a ticket is raised, escalated, and resolved.

Set up a knowledge base

Develop a comprehensive knowledge base or FAQ section to answer common customer queries. This will greatly reduce support request volume and speed up resolution time, helping both agents and customers. Also, document your processes in an internal knowledge base for future reference.

Test the system

Before going live, conduct numerous tests to ensure everything works as intended. Try to simulate different scenarios to see how the system reacts. This is the time you can address any potential issues without any downtime or service disruptions.

Inform your customers

Make sure your customers know about the new system and how it will enhance their support experience. This could be done via email, an announcement on your website, or your social media channels.

Evaluate and adjust

Once your help desk software is live, regularly review its performance. Gather feedback from your agents and customers to identify any areas needing improvement. Adjust the system as necessary.

Continuous learning

Encourage your team to continue learning about the software’s features. This will enable them to leverage the software effectively, improving the customer experience.

For more detailed information about these steps, take a look at our “Related articles” section. Here, you’ll find extensive guides and advice on everything from training your agents to continuously improving your customer support processes.

Conclusion

Choosing the right help desk software is a significant step towards improving customer service and overall efficiency for small businesses. Help desk solutions offer numerous benefits: streamlined communication, efficient ticket management, knowledge bases for quick resolution to common inquiries, and automation to maximize productivity.

While every business has unique needs, features such as multichannel support, easy integration, user-friendly interface, and mobile access are typically sought after in help desk software. Costs can vary significantly, and while there are free versions available, a paid subscription plan often offers more comprehensive features and capabilities.

Overall, it’s clear that help desk software is a worthy investment for small businesses aiming to deliver exceptional customer service. The advantages comfortably outweigh the potential disadvantages, making it a smart move for businesses committed to customer service excellence and seamless operations.

To start exploring the benefits of a well-crafted help desk solution, try out LiveAgent’s 30-day free trial. Experience how it can transform your business operations and customer service delivery, streamlining your processes and boosting your team’s productivity. Sign up for a trial today to take your small business customer service to the next level.