The 20 Best Help Desk Apps and Knowledge Base Tools for Customer Support

1

HelpScout

Dive into an email, and you'll see a familiar sidebar with information about the customer where Help Scout pulls in social media information and previous conversations to give your emails a personal touch. Help Scout also offers your customers a quick poll at the bottom of your emails to ask how well your team did at support, and you can see your team's productivity and happiness scores along with other metrics inside Help Scout. It's a simple, easy-to-use support tool, with the power you need to quickly answer questions without feeling overwhelmed.

#Help Desk #Customer Support #Customer Service 2 social mentions

2

GrooveHQ

A team inbox sounds like a great idea, but it's still hard to not wish you could just answer all of your emails right from your personal email inbox. And you can. Groove gives you a full team inbox while still letting you work from your personal inbox if you'd like. New or assigned tickets can be auto-forwarded to your email account, where you can reply, re-assign the ticket, and change its status with simple commands at the bottom of your message.

#Help Desk #Customer Support #Customer Service 2 social mentions

3

Front

Front's team inboxes can work for more than email, too. It includes built-in Twitter and Facebook integrations that allow users to view mentions and messages and then reply right from Front. Or, you can connect it to your Twilio, Truly, or Intercom to add an inbox for SMS messages, phone calls, and chat messages. Each one lives in its own inbox, with the familiar email-style interface, for a simple way to reply to all of your messages in one app.

#Help Desk #Customer Support #Customer Service 18 social mentions

4

osTicket

Want a free support tool that can run on your own servers? osTicket is the app for you. It's an open source support tool that includes everything—you can answer support emails, assign tickets to other team members, create support forms, and write your help documentation all on your own server, for free. You can even tweak osTicket, by digging into its code or installing language packs and add-ons to employ extra features. And, you can set it up to send emails through a transactional email service to make sure your emails always get delivered.

#Customer Support #Help Desk #Live Chat 38 social mentions

5

Tender Support

Answering the same questions over and over gets tiring, and takes up time you could spend answering new questions or building your product. Tender Support simplifies things by defaulting to community forums, and treating your public and private messages the same. Whenever someone has a question about your product, Tender's help form defaults to having them ask a public question. Once you answer it, any other customer can see the response and solve the problem without having to open a new support ticket.

#Help Desk #Customer Support #Customer Service

6

SupportBee

SupportBee is designed like an email app, with labels, HTML email rendering, and Gmail-style shortcuts. You can save snippets of text to quickly fill out important parts of email replies, mixing and matching snippets for each part of your reply instead of relying on full canned replies. With simple filtering to send tickets to the right team member, and SupportBee automatically suggesting snippets to use based on tags, you'll answer support tickets faster than ever.

#Help Desk #Customer Support #Customer Service

7

Mojo Helpdesk

Timeliness goes beyond clearing the inbox—you'll also want to make sure you're getting faster at solving problems. Mojo Helpdesk includes a time tracking tool, so you can see how long each ticket takes and how much you've improved. It'll even notice when you step away, pausing the timer and refreshing the inbox when you get back. Your customers can share their thoughts on your timeliness, as well, clicking a button at the bottom of your emails to let you know if they're satisfied or not.

#Help Desk #Customer Support #Customer Service 2 social mentions

8

Sirportly

Sirportly also makes it easy to manage all of your support, no matter how many different companies, teams, or products you need to support. You can add all of them to your account, separate support inboxes for different teams and needs, and use workflows to route tickets and automatically follow-up to help keep your support queue in check. It can even pull in customer data from your app, to make sure you'll have the information you need to solve customer problems. Or, if you want, you can run Sirportly Enterprise on your own servers to keep your app and support in one place.

#Help Desk #Customer Support #Customer Service 1 social mentions

Finding the right email to focus on is simple with Snappy's Lenses features, which are filters that help you find emails about specific topics, emails assigned to someone in particular, or customers have for too long been awaiting a reply. You can then make an easy-to-understand support center with Snappy's FAQs, which require you to think of everything as a question. And as you're working, you can let your team know your status on the Wall, an internal social network just for your support team.

#Photo & Video #Tool #Screenshot Annotation

10

Zendesk

Today you need to offer support via email, Twitter, Facebook, and perhaps phone. Tomorrow, who knows which new social networks and communications tools will be most popular? Zendesk is ready either way. It's designed to enable you to help your customers wherever they are, with support for tools to add chat, SMS, and much more—along with CRMs, forms, and other tools that can add extra data to your support tickets. If you ever need additional features, you can build your own Zendesk App or check back for a new one from their team.

#CRM #Help Desk #Support 7 social mentions

11

Zoho Desk

Zoho makes apps for everything: office files, CRM, accounting, and much more. Zoho Desk follows in the grand tradition of the other Zoho apps, with a similar interface, one account that works with all of the Zoho apps, and tight integration with the other Zoho tools. And, most incredibly, it lets you build a full support center for free.

#Customer Service #Help Desk #Customer Support 1 social mentions

12

Freshdesk

Figuring out where to focus your support attention is difficult. Should you answer the emails that just came in, reply to a Tweet from last night, or see if any Facebook messages came in? Freshdesk makes it easy to decide, with built-in service level agreement (SLA) policies that make sure you prioritize support the way you intend. Indicate which support channels or user levels should get the fastest support, and Freshdesk marks tickets as increasingly important based on how long they've waited.

#Customer Support #Help Desk #Ticketing System 12 social mentions

13

UserVoice

Customers can send in new public ideas or private messages, and your team can answer them all from one combined dashboard. There's even integrations with internet phone systems, CRMs, social networks and more to get as many of your support requests in one place as possible. UserVoice watches everything going on and combines it with your public feature requests to build a project management queue for your team. You'll know exactly what to work on next—and how valuable it will be to your users—with UserVoice's support data-based project management.

#Feedback #Customer Feedback #User Feedback 8 social mentions

14

Desk

Desk also makes sure you have the data you need at hand to help your customers out. As part of the Salesforce family of apps, Desk shows your CRM data alongside tickets if you're a Salesforce user, and it logs support questions back to a contact's profile in your CRM. You can also tap Salesforce's reporting tools in Desk, allowing you to visualize your team's performance and find areas to improve.

#Note Taking #Writing Tools #Markdown Editor

15

Intercom

Intercom's support interface lets you jump between emails quickly, and reply in short, chat-style messages. On the right, you'll see the contact's full profile—including the last time they visited your site, the number of times they've used your app, and more. You can even integrate your support center into your mobile app with Intercom's iOS and Android code, and respond directly in your app—even while you're on the go. And at the same time, Intercom can send automated emails and other marketing messages to keep customers engaged and offer proactive support or tutorials.

#CRM #Customer Iteraction #Customer Messaging 6 social mentions

16

Kayako

Kayako also includes an advanced support center that helps your customers solve more of their problems on their own. You can include documentation articles, tutorials, troubleshooting guides, and news all in your knowledge base. Whenever someone has a problem, Kayako searches through all of that before letting them send an email. Then, it pulls all of a customer's chats, emails, billing, logs and more together whenever they get in touch, so you'll know exactly how to solve their problems.

#Customer Service #Customer Support #Help Desk 1 social mentions

17

HappyFox

HappyFox also takes away another bit of guesswork you'd have with most support centers: how to migrate your data. It can import existing support tickets from Zendesk and Desk, and its reports let you export your HappyFox contacts, tickets and more in spreadsheet formats. Its mobile framework even accommodates other customer support apps, to keep you from feeling locked-in.

#Help Desk #Customer Support #Customer Service 1 social mentions

18

LiveAgent

LiveAgent is focused on real-time support, with a live chat widget for your site and SLAs to ensure you provide on-time support to your best customers. But it also can help your team from burning out, by letting each support team member set their own schedule and keep new tickets from coming into their queue while out of office. With each interaction in one place, it'll be easier for others to pick up where you've left off, so you can step away and then jump back in ready to tackle brand-new tickets without leaving anyone waiting.

#Help Desk #Help Desk And Ticketing #Live Chat 1 user reviews

19

Reamaze

Email doesn't have to be the quickest way for your customers to get their problems solved—Reamaze can help them get answers right inside your app. Build your help docs in Reamaze, then embed them into your website or app, right along with Reamaze's chat widget. Whenever your customer gets in touch, you can see their account inside your app, and know exactly what they've purchased or the problems they've had in the past. You can then help them with their orders and more, without ever having to ask for extra info.

#Help Desk #Customer Support #Customer Service 1 social mentions

20

Deskero

Deskero isn't just about social support, either. Its support interface helps you stay on top of everything. You can preview entire support email messages and write your replies right in the dashboard, without ever having to jump back and forth between screens. There's live chat to help customers in real time, mobile apps to help customers on the go, and more. And if you ever need to switch to another customer support app—or want to analyze your support and social data—there's XML exports to take everything with you.

#Data Dashboard #Business Intelligence #Sales Tools

21

UserEcho

Your customers are telling you what new features they'd like to see and what bugs need fixed every time they send you a support ticket. Whether they directly ask for it, or just mention a problem that bug or lack of feature is causing, each support ticket should be a vote, a reminder that you should get this fixed. UserEcho helps you keep that in focus.

#Help Desk #Customer Support #Customer Service 1 social mentions