How do I decide which help desk software should I buy?

Now that you know the importance of help desk software and have decided to purchase one for your company, you have probably found yourself overwhelmed with choices. To ease your burden, here's a list of factors that you need to consider before zeroing in on the right help desk software:

Team size

The size of your team plays an important role in determining which help desk software is right for you. If you have a large team, look out for pricing plans that will suit your team size. On the other hand, if you're part of a small team or a freelancer, you should get software that not only provides necessary features at a low cost but is also flexible enough to accommodate future expansion. To go the extra mile with your customer service, you need the software that fits your team.


If you're just starting out, take extra care in selecting the right help desk software. You can't afford to spend a considerable chunk of your budget on customer service when you've got other departments to deal with.

Features and integrations

While reading about features, it's important not to get carried away with complicated jargon and feature language in the product copy. Analyze whether the feature set makes collaboration between your agents simpler and more productive. In general, you want to make sure that your chosen help desk includes task automation and third-party integration capabilities to make up for any possible shortcomings. If your company has multiple service teams or brands, make sure that everyone across teams and brands will be able to use the software from a single account.

Brand reach

Study which channels your customers use to contact your company. If most of your customers get in touch through phone or email, check whether your help desk software supports these channels. Make sure that the help desk software is integrated with social media platforms to track trends and tackle customer feedback.

Customer reviews

Reading customer feedback plays a large role in deciding which help desk software is right for you. Verify the software quality by reading customer reviews. Scrutinize their feedback and look out for success stories before making a final decision.

In general, find the software that you can work with and not get worked up about.