Quick Overview
- 1#1: Zendesk - Cloud-based customer service platform for managing support tickets, live chat, and customer interactions at scale.
- 2#2: Freshdesk - Cloud help desk software that automates ticketing, collaboration, and multi-channel customer support.
- 3#3: Salesforce Service Cloud - AI-powered cloud service platform for unified customer service, case management, and omnichannel support.
- 4#4: ServiceNow - Enterprise cloud platform for IT service management, help desk ticketing, and workflow automation.
- 5#5: Jira Service Management - Cloud-based IT and customer service desk tool with ticketing, asset management, and ITSM capabilities.
- 6#6: Zoho Desk - Cloud help desk solution for multi-channel ticketing, automation, and team collaboration.
- 7#7: HubSpot Service Hub - Integrated cloud service platform for customer support tickets, knowledge base, and feedback management.
- 8#8: Intercom - Customer messaging platform with help desk features for proactive support and ticketing.
- 9#9: Help Scout - Shared inbox-style cloud help desk for personalized email support and customer conversations.
- 10#10: LiveAgent - All-in-one cloud help desk with live chat, ticketing, call center, and multi-channel support.
Tools were evaluated based on key factors including feature depth (ticketing, automation, multi-channel support), user experience, scalability, and overall value, ensuring they deliver robust performance across varied business needs.
Comparison Table
Cloud help desk software is critical for managing customer support efficiently, and selecting the right tool hinges on features, pricing, and usability. This table compares top options like Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, Jira Service Management, and more, breaking down key attributes to guide teams toward the best fit.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Zendesk Cloud-based customer service platform for managing support tickets, live chat, and customer interactions at scale. | enterprise | 9.4/10 | 9.6/10 | 8.7/10 | 8.8/10 |
| 2 | Freshdesk Cloud help desk software that automates ticketing, collaboration, and multi-channel customer support. | enterprise | 9.2/10 | 9.4/10 | 9.5/10 | 8.7/10 |
| 3 | Salesforce Service Cloud AI-powered cloud service platform for unified customer service, case management, and omnichannel support. | enterprise | 9.1/10 | 9.7/10 | 7.3/10 | 8.2/10 |
| 4 | ServiceNow Enterprise cloud platform for IT service management, help desk ticketing, and workflow automation. | enterprise | 8.7/10 | 9.5/10 | 7.2/10 | 8.0/10 |
| 5 | Jira Service Management Cloud-based IT and customer service desk tool with ticketing, asset management, and ITSM capabilities. | enterprise | 8.4/10 | 9.2/10 | 7.6/10 | 8.0/10 |
| 6 | Zoho Desk Cloud help desk solution for multi-channel ticketing, automation, and team collaboration. | enterprise | 8.4/10 | 8.6/10 | 8.1/10 | 9.0/10 |
| 7 | HubSpot Service Hub Integrated cloud service platform for customer support tickets, knowledge base, and feedback management. | enterprise | 8.7/10 | 8.6/10 | 9.1/10 | 8.4/10 |
| 8 | Intercom Customer messaging platform with help desk features for proactive support and ticketing. | specialized | 8.5/10 | 9.2/10 | 8.7/10 | 7.8/10 |
| 9 | Help Scout Shared inbox-style cloud help desk for personalized email support and customer conversations. | specialized | 8.7/10 | 8.4/10 | 9.6/10 | 8.1/10 |
| 10 | LiveAgent All-in-one cloud help desk with live chat, ticketing, call center, and multi-channel support. | specialized | 8.2/10 | 8.5/10 | 8.0/10 | 8.5/10 |
Cloud-based customer service platform for managing support tickets, live chat, and customer interactions at scale.
Cloud help desk software that automates ticketing, collaboration, and multi-channel customer support.
AI-powered cloud service platform for unified customer service, case management, and omnichannel support.
Enterprise cloud platform for IT service management, help desk ticketing, and workflow automation.
Cloud-based IT and customer service desk tool with ticketing, asset management, and ITSM capabilities.
Cloud help desk solution for multi-channel ticketing, automation, and team collaboration.
Integrated cloud service platform for customer support tickets, knowledge base, and feedback management.
Customer messaging platform with help desk features for proactive support and ticketing.
Shared inbox-style cloud help desk for personalized email support and customer conversations.
All-in-one cloud help desk with live chat, ticketing, call center, and multi-channel support.
Zendesk
enterpriseCloud-based customer service platform for managing support tickets, live chat, and customer interactions at scale.
Sunshine platform for building unified, customizable customer experiences with open APIs and AI-driven insights
Zendesk is a leading cloud-based help desk software platform that provides comprehensive customer support tools, including ticketing, live chat, messaging, and self-service portals. It unifies interactions from email, social media, phone, and web into a single workspace, enabling agents to deliver efficient, personalized support. With AI-powered automation, analytics, and extensive integrations, Zendesk helps businesses scale their support operations while improving customer satisfaction.
Pros
- Robust omnichannel support across email, chat, social, and voice
- Powerful AI automation and bots for self-service and efficiency
- Extensive integrations and customizable workflows via Sunshine platform
Cons
- Pricing can escalate quickly for larger teams or advanced features
- Steep learning curve for complex customizations
- Reporting tools may feel limited without higher-tier plans
Best For
Mid-sized to enterprise businesses seeking scalable, multi-channel customer service solutions with strong automation.
Pricing
Starts at $55/agent/month (Suite Team, annual billing); higher tiers like Growth ($89), Professional ($115), and custom Enterprise pricing.
Freshdesk
enterpriseCloud help desk software that automates ticketing, collaboration, and multi-channel customer support.
Freddy AI for predictive ticketing, intelligent chatbots, and automated insights
Freshdesk is a cloud-based help desk software designed to manage customer support tickets across multiple channels including email, chat, phone, and social media. It provides automation tools, AI-powered insights via Freddy AI, self-service portals, and robust reporting to enhance team efficiency. The platform scales from small teams to enterprises with customizable workflows and over 1,000 integrations.
Pros
- Intuitive drag-and-drop interface for quick setup
- Powerful omnichannel support and Freddy AI automation
- Extensive app marketplace with 1,000+ integrations
Cons
- Advanced reporting and AI features locked behind higher tiers
- Customization options limited in free and basic plans
- Per-agent pricing can add up for large teams
Best For
Growing SMBs and mid-sized businesses needing scalable omnichannel support with AI-driven efficiencies.
Pricing
Free plan for up to 10 agents; paid tiers start at $15/agent/month (Sprout), up to $99/agent/month (Forest), billed annually.
Salesforce Service Cloud
enterpriseAI-powered cloud service platform for unified customer service, case management, and omnichannel support.
Einstein AI for intelligent case classification, next-best-action recommendations, and automated resolutions
Salesforce Service Cloud is a comprehensive cloud-based customer service platform designed for managing help desk operations at scale. It provides omnichannel support, automated case management, self-service portals, and AI-driven insights via Einstein for faster resolutions. Integrated deeply with Salesforce CRM, it enables unified customer views across sales, service, and marketing teams.
Pros
- Powerful omnichannel support across email, chat, phone, and social media
- Advanced AI capabilities with Einstein for case routing, predictions, and bots
- Seamless integration with Salesforce ecosystem and thousands of third-party apps
Cons
- Steep learning curve and complex setup requiring customization
- High pricing that may not suit small teams or budgets
- Ongoing costs for add-ons, training, and implementation
Best For
Large enterprises with complex, high-volume customer service needs that leverage Salesforce CRM.
Pricing
Starts at $25/user/month (Essentials), $75 (Professional), $150 (Enterprise), up to $300+ (Unlimited); volume discounts and custom enterprise pricing available.
ServiceNow
enterpriseEnterprise cloud platform for IT service management, help desk ticketing, and workflow automation.
Predictive Intelligence for AI-driven ticket routing and resolution predictions
ServiceNow is a leading cloud-based IT service management (ITSM) platform that excels in help desk functionalities, including incident management, problem resolution, and service request handling. It offers robust workflow automation, AI-powered insights via Predictive Intelligence, and seamless integrations with enterprise tools. Designed for scalability, it supports large organizations in streamlining IT support operations and improving service delivery efficiency.
Pros
- Comprehensive ITSM suite with advanced AI and automation
- Highly scalable and customizable for enterprise needs
- Strong integrations and reporting capabilities
Cons
- Steep learning curve and complex implementation
- High cost unsuitable for small businesses
- Overkill for basic help desk requirements
Best For
Large enterprises requiring a full-featured ITSM platform with deep automation and analytics.
Pricing
Custom enterprise pricing, typically $100+ per user/month, billed annually with volume discounts.
Jira Service Management
enterpriseCloud-based IT and customer service desk tool with ticketing, asset management, and ITSM capabilities.
Insight CMDB for native IT asset and configuration management
Jira Service Management is a robust cloud-based ITSM platform designed for managing IT service desks, including incident tracking, service requests, change management, and asset management. Built on the Jira foundation, it provides customizable portals, queues, SLAs, and automation to streamline help desk operations. It excels in integrations with Atlassian tools like Jira Software and Confluence, as well as third-party apps via the Atlassian Marketplace.
Pros
- Powerful automation and workflow customization
- Seamless integrations with Atlassian ecosystem and 1,000+ apps
- Advanced ITSM features like CMDB and SLA management
Cons
- Steep learning curve for setup and administration
- Pricing scales quickly for larger teams
- Interface can feel overwhelming for simple help desk needs
Best For
Mid-to-large enterprises needing scalable ITSM with deep customization and Atlassian integrations.
Pricing
Free for up to 3 agents; Standard $8.15/user/month, Premium $16.15/user/month (billed annually).
Zoho Desk
enterpriseCloud help desk solution for multi-channel ticketing, automation, and team collaboration.
Zia AI for intelligent ticket routing, auto-responses, and predictive analytics
Zoho Desk is a cloud-based help desk software that centralizes customer support across multiple channels including email, chat, phone, social media, and web portals. It features AI-driven automation, ticketing workflows, self-service options, and robust reporting to enhance agent productivity and customer satisfaction. As part of the Zoho ecosystem, it offers seamless integrations for businesses seeking scalable support solutions.
Pros
- Affordable pricing with a generous free tier
- Comprehensive omnichannel support and automation
- Deep integrations with Zoho apps and 500+ third-party tools
Cons
- Interface can feel cluttered with advanced customizations
- Steeper learning curve for non-Zoho users
- Advanced AI and reporting features require higher-tier plans
Best For
Small to mid-sized businesses seeking cost-effective, scalable help desk software with strong automation and Zoho ecosystem integration.
Pricing
Free for up to 3 agents; paid plans start at $14/agent/month (Standard), $23 (Professional), $40 (Enterprise) billed annually.
HubSpot Service Hub
enterpriseIntegrated cloud service platform for customer support tickets, knowledge base, and feedback management.
Unified customer timeline pulling data from sales, marketing, and service for proactive, contextual support.
HubSpot Service Hub is a cloud-based customer service platform designed to streamline help desk operations through ticketing, shared inboxes, knowledge bases, and customer feedback tools. It integrates deeply with HubSpot's CRM ecosystem, enabling teams to access a 360-degree view of customer interactions across sales, marketing, and service. This makes it particularly effective for businesses seeking unified customer support without siloed data.
Pros
- Deep integration with HubSpot CRM for contextual customer insights
- Generous free tier with core ticketing and inbox features
- Intuitive interface with powerful automation and reporting tools
Cons
- Higher-tier plans required for advanced SLAs and customizations
- Pricing escalates quickly for scaling teams
- Less flexible for non-HubSpot users compared to dedicated help desk tools
Best For
Growing SMBs already in the HubSpot ecosystem needing integrated CRM-driven customer support.
Pricing
Free plan available; Starter at $20/user/month; Professional at $90/user/month; Enterprise at $150/user/month (billed annually).
Intercom
specializedCustomer messaging platform with help desk features for proactive support and ticketing.
Fin AI Agent, an autonomous AI that handles complex queries and resolutions without human intervention
Intercom is a versatile customer messaging platform that doubles as a cloud help desk solution, enabling teams to handle support via live chat, email, bots, and help center articles. It emphasizes proactive engagement, automating responses and routing tickets based on customer data and behavior. With strong analytics and integrations, it's designed to scale support operations while boosting customer retention through personalized interactions.
Pros
- Powerful AI bots like Fin for automated resolutions
- Seamless omnichannel support including chat and email
- Advanced customer data platform for personalization and analytics
Cons
- High cost that scales quickly with usage and active users
- Complex pricing model difficult for small teams to predict
- Less robust ticketing workflows compared to dedicated help desks
Best For
Mid-sized SaaS, e-commerce, and tech companies seeking proactive, messaging-first customer support.
Pricing
Starts at $74/month (Essential) billed annually; Advanced ($139/month) and Expert ($279/month) tiers; scales with monthly active users and add-ons, up to enterprise custom pricing.
Help Scout
specializedShared inbox-style cloud help desk for personalized email support and customer conversations.
Conversations view that transforms disparate emails into threaded, shared inbox discussions for natural team collaboration
Help Scout is a cloud-based help desk platform designed to manage customer support through shared inboxes that treat emails as organized conversations rather than rigid tickets. It includes features like automation rules, collision detection to prevent duplicate responses, a self-service knowledge base (Docs), live chat via Beacon, and detailed reporting. The software emphasizes simplicity and team collaboration, making it suitable for support teams focused on personalized customer interactions.
Pros
- Intuitive, email-like interface that's easy for teams to adopt quickly
- Powerful search and organization with labels, workflows, and collision detection
- Strong self-service options including Docs knowledge base and Beacon chat widget
Cons
- Pricing scales per user without unlimited seats, increasing costs for larger teams
- Reporting is solid but lacks some advanced customization found in competitors
- Fewer native integrations (around 100+) compared to more feature-heavy platforms
Best For
Small to medium-sized businesses and customer support teams prioritizing a simple, conversation-focused help desk over complex enterprise ticketing.
Pricing
Starts at $20/user/month (Standard, billed annually) with Plus at $49/user/month and Pro at $69/user/month; no free plan, 15-day free trial available.
LiveAgent
specializedAll-in-one cloud help desk with live chat, ticketing, call center, and multi-channel support.
Universal Inbox that consolidates all channels into a single, searchable interface
LiveAgent is a cloud-based help desk software that provides multichannel customer support, including live chat, ticketing, email, social media, and built-in telephony. It features a universal inbox for centralized communication management, automation rules, knowledge base tools, and detailed reporting. This all-in-one platform helps businesses streamline support operations and improve response times across various customer touchpoints.
Pros
- Comprehensive multichannel support including live chat, email, social, and VoIP calls
- Affordable pricing with scalable plans
- Powerful automation and rule-based workflows
Cons
- Advanced reporting limited to higher tiers
- Occasional performance issues with high ticket volumes
- Mobile app lacks full desktop functionality
Best For
Small to medium-sized businesses seeking an affordable, all-in-one multichannel help desk solution.
Pricing
Plans start at $15/agent/month (Ticket), $29 (Ticket + Chat), $49 (All-in-one), and $69 (VoIP); billed annually with a 14-day free trial.
Conclusion
Evaluating cloud help desk software reveals top tools that prioritize efficiency and customer engagement, with Zendesk leading as the top choice for its strong performance in scaling interactions and managing diverse support channels. Freshdesk follows closely with robust automation and multi-channel capabilities, while Salesforce Service Cloud stands out for its AI-powered unified service, each offering unique strengths to suit different business needs. Zendesk’s combination of versatility and user-friendliness makes it a standout option for teams aiming to streamline operations.
Don’t miss out—begin your journey with Zendesk to leverage its seamless tools and redefine your customer support experience.
Tools Reviewed
All tools were independently evaluated for this comparison