Contact center

Best helpdesk software tools for 2020

Best helpdesk software tools for 2020
Ivan Pavlov
December 5, 2019
Last updated: December 5, 2019

You definitely can’t do customer support like it’s 1998, so many are wondering, what are the top helpdesk solution options to choose from today. Don’t worry, we’ve got the list for you. Here are our main criteria for making the list. First, we consider free options, because with high per agent pricing, some helpdesk software becomes very expensive, very quickly (did someone say ‘Zendesk’?) And frankly, there are free helpdesk solutions that are better than expensive ones.

Next, we are excluding open source helpdesk software, because it is generally out of date and was created before the days of Facebook, Instagram, iMessage and WhatsApp. Sorry osTicket. Finally, we are only including omnichannel helpdesk and ticketing solutions, because many folks don’t want to call, email is too slow, so they turn to Facebook or want to have their problem resolved in real time via chat.

Now, we really wanted to call this post ‘Top 5 helpdesk solutions for 2020’, but we’d be stretching it. There are no more than five customer service solutions that made the cut. 


Price: Free for 12 agents

Yes, we are biased, but not only is Bitrix24 free, it’s a unique combination of a customer relationship management solution and modern helpdesk. Multichannel contact center in Bitrix24 supports inbound and outbound calls, emails, website forms, messengers (WhatsApp, Facebook, Viber, Telegram, WeChat, etc) and social networks (FB and Instagram). Bots and canned replies are available, which is really important if you have to deal with a large number of incoming inquiries or your support staff is limited. Another unique feature is the ability to create multiple support channels in Bitrix24 (ex. regular support and premium support). Each channel can have specific routing rules, workhour settings, auto actions, response time, etc. You can read all about this here. As Bitrix24 is the only free helpdesk software on the list, try it first. 


Price: from $87/mo per two seats


Intercom is expensive and can easily run into several hundred dollars a month even for a small customer support team. Still, many swear by Intercom, because of the simplicity. Intercom makes it simple and easy to connect clients. Clients want to feel valued and with Intercom you can personalize each message and even attach helpful articles to make the interaction with the client feel more human. That being said, Intercom offers a great automation system which lets clients know the availability of your support team and sends out automated messages to let the client know their request is being processed. Intercom makes it simple and easy to gather data on your clients and create a profile that will help you help your client in the future.


Price: from $89/mo per agent for ZSuite


Zendesk used to mean helpdesk for many businesses in North America. After all, the service was launched way back in 2009 and grew into 2000+ employee powerhouse. Pricing definitely plays against Zendesk, but if you are looking for customization, this is the help desk software for you. Zendesk gives you the ability to fully customize your help desk from custom headers and footers to custom logo branding. Zendesk will integrate all your social media platforms so you can always stay in touch with your clients. Zendesk will help you connect with your clients and make sure you never miss a beat.


Price: from $9/mo 


At its core, Front is a shared inbox. It’s not a full featured helpdesk solution, but it’s great for businesses when most client inquiries can be successfully resolved by sharing emails with co-workers. Beyond email, Front is capable of integrating all of your communication methods into one place. No longer waste time on switching from inbox to inbox, pulling up text messages or any other messages; Everything is available to you and your team on one simple platform. Not only will Front make your team more efficient, but will create customizable reports so you can track and analyze your customer experience. Front is a light software to get you and your team more efficient and productive.


Price: Free/ Sprout Version Freshworks

Billed as poor man’s Zendesk, Freshdesk proudly took the title on and tried to offer Zendesk-like services for half the price. The strategy seems to work. While you get hardly anything with the free plan, if you are willing to spend $15 per agent per month, you can now offer support to your clients simply and easier than before. Never miss or forget about a client and respond faster with Freshdesk’s automation tools. The team dashboard gives you access to your whole team in one place. See what each team member is working on and who and how he is helping each client. If you are looking for simplicity and affordability Freshdesk will improve your help desk communication.

Free. Unlimited. Online.
Bitrix24 is a place where everyone can communicate, collaborate on tasks and projects, manage clients and do much more.
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