Help Desk
Business Tools

Top 5 Best Help Desk Tools For Your SME Business

There is now a plethora of new tools for IT administrators that the use of the cloud has spawned. The market is filled with several help desk tool options, so it can be challenging to determine their differences and choose the program that best fits your needs.

This guide aims to help you make an informed decision and save you time while comparing the best IT helpdesk tools and top service desk tools available in the market.

Rather than begin listing the products right away, let’s examine the critical functions of helpdesk and service desk tools and the key differences.

Software for help desks: what does it do?

Software used for help desks organizes, manages, and responds to service-related requests. External customers use the help desks of some organizations to request services. On the other hand, others are used by employees to request assistance.

In addition to a shared inbox, knowledge bases, and live chat solutions, help desks may also feature a variety of tools. However, not every help desk features all the tools mentioned above.

You can make your customer experience consistent with help desk software by combining your customer support interactions into one omnichannel tool. 75% of customers are looking for consistency regardless of how they contact your business (through social media, in person, over the phone, etc.).

In what ways does help desk software differ?

There are more than 1000 ways to prepare an egg dish; similarly, you can frame your help desk software. For instance, you can easily classify the software into three categories such as:

  • Open-source 
  • Self- hosted  
  • Cloud-based  

Help desk software that is open source lets developers access the source code of a program directly, giving them the option to modify it according to their needs. Software of this type is generally nonproprietary, which means that there is no centralized owner.

As far as the cloud is concerned, a cloud-based help desk, otherwise known as a web help desk, is a proprietary service hosted via a website or software application.

Your servers host your self-hosted help desk. You can build it from scratch or purchase it from another company.

Help desk software & tools that you should consider

The ranking is based on multiple factors, including the likelihood that the tool will continue to be updated and supported, robustness and reliability in most situations, ease of configuration, easy use, and excellent value.

The following lists will give you a detailed look at each service management tool, including links to download and try for free.

SolarWinds Help Desk

A web server that you install on your network – is not a cloud service. There are several excellent system administration tools from SolarWinds, and all of them are pretty slick and professional. A superior standard of excellence is maintained by the company’s Web Help Desk tool. The tool mainly manages tickets. It also gives management an overview and analysis of staff activities.

The Dashboard alerts on the performance targets look and graphical elements. Setting reminders for contract deadlines can help you stay on top of the situation.

Automating the ticket allocation process speeds up the logging of problems. A user satisfaction survey can also be set up after a closed ticket. Users can create tickets via email.

You could integrate the application, server monitor, and network configuration monitor for a more comprehensive analysis.

The help desk can get installed in Mac OS, Windows, and Linux. It is a powerful IT asset that can easily be integrated into other additional core management systems.

If unsure regarding the helpdesk tool, you can approach for 14 days trial and then invest on long-run.

Atera Helpdesk

A support team platform suitable for the MSP for a multitude of organizations. The support package contains two elements: professional service automation (PSA) and Remote Monitoring and Management (RMM).

The PSA can track every Service Level Agreement (SLA) goal with the Customer Relationship Management (CRM) screen.

Work goals and client logs can be traced through a single dashboard.

Well, the Atera helpdesk is available on a subscription basis. The helpdesk is also suitable for middle-sized companies as the organization doesn’t require servers or an additional team to take care of the support service.

Manage Engine

It is a brand owned by Zoho Corporation.

Generally, Zoho’s system management products go by the name ManageEngine.

Zoho Desk is available through the Zoho website and the ManageEngine website.

Zoho Desk is available in the cloud or for on-premise installation.

You can get the help desk installed on Linux or Windows.

The help desk is available in three packages – standard, professional and enterprise plan, including project management features in multiple languages.

You can raise tickets through phone or email with active email notification in a standard package.

The users get a 30-day free trial to check the suitability of the help desk in your department.


Spiceworks : The cloud-based help desk is available in both online and offline versions. You can install the help desk on iOS and Windows.

You get a free monitoring tool without charges while accessing the help desk with or without the internet on your smartphone (Android or iOS).

The system generates new tickets and assigns them in each email, while manual allocation is also possible.

The Spiceworks help desk assists the organization in multiple workflows, offering more unique solutions to mid-sized firms.

Zen Desk Suite

Mostly preferred by the VPN industry, Zen Desk Suite offers a noticeable feature for their help desks, such as live chat, email and webform.

The cloud-based help desk service is accessed from any device and location.

The users are permitted to open tickets, while the dashboards are open for tracking cost and department performance.

The pricing model of the help desk is feasible due to its monthly subscription. Zendesk holds a high-quality support desk system available for any SME. Before taking an annual subscription, you can try out a free trial service.

What essential features must you check on the help desk software?

Some features will be more important based on your usage scenario. So, here we enlist a few of the features such as:

User-friendly interface:

Taking the time to learn new software is a necessity. However, some tools have much shorter learning curves than others.

You can hire a trainer to learn the help desk tool as soon as possible, while agents can go back to supporting others and what they do best.

When you purchase any software, you also get a demo session, which you can take up and give a few trial shots.

Your business departments can also participate in understanding the tool’s features and their usage.

If you encounter any confusion, you can also take support from the customer service team.

Scalability :

Figure out the best help desk tools which shall assist your business during expansion. Growing and changing teams mean evolving needs as well. A solution that can expand with you is essential since switching help desks can be a big venture.

For a tool to be effective for the next 18-24 months, selecting one that will last long-term is best. An immediate investment means setting yourself up for future headaches if you go below the required benchmark. After that point, it becomes pretty difficult to predict anything with certainty.

Tools to boost productivity and collaboration:

Collaboration capabilities and streamlined work processes are two of the most significant benefits of using help desk software. One can utilize those features to allow them to focus on the people they are helping.

Analytics & reporting :

A great customer experience can be quantified in many ways; however, not all are measured. Reporting and metrics tools can better help you understand where your organization excels and where it might be able to improve.

You can use tools that will help you figure out what days and times are busiest, the most common reasons for contacting you, the average response time, and how well your clients are doing.

It can be helpful to figure out what hours are the busiest, what the most popular reasons for contacting you are, how long it takes for your clients to get a response, and how well they are doing.


Forget about the hardware concept! Just install the cloud-based help desk software and get hold of the free trial periods. So before investing in any random software, make optimum use of the free version to check the compatibility of the help desk tools in your existing department.

Most of the tools mentioned above are general-purpose tools; however, the users can use the solutions and reap more incredible benefits. For the Managed Service Providers (MSP), this could be the best-simplified tool to streamline the desk support.

You can get access to the exclusive feature of the help desk by paying nominal charges and get access to a brandable customer portal and dedicated mobile app.

If you think we have missed any vital information regarding the help desk tools, drop your query in the comment section below.