In this article, we will analyze the best helpdesk software available in the UK, using specific criteria to ensure a comprehensive review.
CRITERIA FOR ASSESSMENT:
- Usability and Ease of Use: The software should have an intuitive interface that allows users to get up to speed quickly.
- Features: The software should provide a range of key features, such as ticket management, self-service portals, automation, and multi-channel support.
- Integration: The helpdesk software should be able to integrate with other business tools, including CRM systems, email software, and project management tools.
- Scalability: The software should be able to accommodate growth and adjust to an increasing volume of customer queries and user load.
- Customer Support: Quality customer service from the software provider is vital. The service should provide reliable support when users have issues or need assistance.
- Cost-effectiveness: The pricing structure should be reasonable and provide value for money.
Most Used Helpdesk Softwares in the UK:
| Criteria | Zendesk | Freshdesk | Zoho Desk | ServiceDesk Plus | Help Scout |
|---|---|---|---|---|---|
| Usability & Ease of Use | 90/100 | 85/100 | 80/100 | 85/100 | 80/100 |
| Features | 95/100 | 90/100 | 85/100 | 85/100 | 85/100 |
| Integration | 90/100 | 85/100 | 80/100 | 80/100 | 85/100 |
| Scalability | 90/100 | 85/100 | 90/100 | 85/100 | 80/100 |
| Customer Support | 85/100 | 90/100 | 85/100 | 85/100 | 90/100 |
| Cost-Effectiveness | 85/100 | 90/100 | 85/100 | 90/100 | 85/100 |
| Total Score | 535/600 | 525/600 | 505/600 | 510/600 | 505/600 |
1. Zendesk:
Usability and Ease of Use: Zendesk is known for its user-friendly interface and quick setup.
Features: It offers robust ticket management, a self-service portal, and a knowledge base that assists in handling customer queries efficiently.
Integration: Zendesk integrates with a plethora of applications including CRM, project management, and email software.
Scalability: The platform can handle a large number of customer interactions and can scale up as your business grows.
Customer Support: Zendesk offers excellent customer support, including phone, email, and chat assistance.
Cost-effectiveness: Zendesk offers a range of pricing tiers that cater to various business sizes and budgets.
2. Freshdesk:
Usability and Ease of Use: Freshdesk provides an intuitive interface and is known for its ease of use.
Features: Freshdesk offers ticket management, a self-service portal, team collaboration features, and AI-powered automation.
Integration: It can integrate with many business applications, including CRM, social media platforms, and email software.
Scalability: Freshdesk is designed to grow with your business and can handle an increase in customer interactions.
Customer Support: They provide 24/7 customer support via phone, email, and chat.
Cost-effectiveness: Freshdesk offers various pricing options, from free for small businesses to more advanced options for larger enterprises.
3. Zoho Desk:
Usability and Ease of Use: Zoho Desk is recognized for its straightforward setup and ease of use.
Features: It provides ticket management, automation capabilities, a knowledge base, and multi-channel support.
Integration: Zoho Desk integrates smoothly with other Zoho Suite applications, as well as with third-party apps.
Scalability: The platform is highly scalable, ideal for businesses expecting growth.
Customer Support: Zoho offers comprehensive customer support, including self-service options and direct support.
Cost-effectiveness: Zoho Desk provides different pricing tiers, offering a competitive cost structure that suits businesses of various sizes.
4. ServiceDesk Plus by ManageEngine:
Usability & Ease of Use: ServiceDesk Plus is relatively easy to use, with an intuitive interface that streamlines the process of ticketing and customer service management. However, new users might need some time to familiarize themselves with all the features.
Features: This platform comes with a comprehensive set of features, including incident management, problem management, and change management. However, it might not be as feature-rich as some competitors.
Integration: ServiceDesk Plus provides integration with other IT management software, but it lacks the extensive third-party integration capabilities found in some competitors.
Scalability: The software offers robust scalability, but there might be some challenges with very high volumes of customer interactions.
Customer Support: ManageEngine provides reliable customer support, though some users have mentioned waiting times could be improved.
Cost-Effectiveness: ServiceDesk Plus offers different pricing tiers, making it a competitive option for businesses of various sizes.
5. Help Scout:
Usability & Ease of Use: Help Scout is known for its simplicity and clean user interface, but it might lack some of the advanced customization options available on other platforms.
Features: It offers all the necessary features like ticket management, automation capabilities, and a knowledge base, but lacks some advanced features provided by some of the other players.
Integration: Help Scout integrates well with other common business applications like email software and CRM systems.
Scalability: While Help Scout can manage an increase in customer interactions, it may not scale as effectively as some other platforms for very large enterprises.
Customer Support: They provide excellent customer support, including a responsive and helpful support team.
Cost-Effectiveness: Help Scout provides a balance of price and features, making it a cost-effective choice for small to medium-sized businesses.