Self Hosted Help Desk Software allows you to manage and respond to service-related inquiries. While some help desks can be used to handle customer door requests, others are used to respond to internal group service requests.
A shared inbox, an expert-based software program, or a live chat option may be part of the help desk. However, not all help desks now include all of the mentioned devices.
A help desk platform can be a great way to personalize your customer experience. 75% of customers choose a help desk platform for a consistent experience. This is regardless of how the customer interacts with a company via social media, smartphones, or men and women.
Here’s a summarizing the key features and pricing information for the mentioned self-hosted help desk software options:
|Help Desk Software
|Shared mailboxes, collaboration tools, knowledge base, live chat
|Starts at $20 per user per month
|SLA management, self-service portal, network management, mobile apps
|Pricing available upon direct inquiry
|Jira Service Management
|ITIL practices, incident, problem, and change management
|Pricing available upon direct inquiry
|Integration with Zoho CRM, multi-channel support, AI-based solutions
|Starts at $14 per agent per month
|Shared email inbox, integration with SMS and social media, productivity features
|Starts at $19 per user per month
|Tailored for eCommerce, shared inbox, expertise base, live chat
|Starts at $60 per month
|Multi-channel support, project management, efficient order management
|Starts at $89 per patron per month
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Best Self-Hosted Help Desk Software
Here is the list of the best Self-Hosted help desk software.
1. Help Scout
Help Scout is a self-hosted help desk software platform designed to enhance customer satisfaction for businesses. It offers a comprehensive set of tools to provide an excellent customer experience.
Here are the key features:
- Shared Mailboxes with Collaboration Tools: Help Scout’s shared mailboxes support collaboration with features like mentions and private messages. Collision detection helps reduce duplicate work, and customizable workflows can automate routing and other tasks.
- Stored Replies: Simplify responses to common customer queries with stored replies, streamlining the support process.
- Knowledge Base with Docs: Manage, grow, and organize self-service content with a WYSIWYG editor. Embed multimedia content like images and videos directly into articles to enhance the self-service experience.
- Live Chat (Beacon): Beacon, Help Scout’s live chat widget, provides both online and offline chat options. It includes proactive help features through Messages. Segment your audience based on specific attributes, schedule messages, and view performance data for refinement.
- Reporting and Dashboards: Help Scout offers pre-built dashboards for instant insights into your team’s performance. Create custom reports focusing on specific metrics. The API allows the exporting of data to various business intelligence tools.
- Customer Profiles: Automatically create customer profiles for those who interact through Beacon. Profiles include primary information, company details, and interaction history. Edit and update profiles to ensure information is current.
- Automation and Integration: Implement automation using code for any Beacon implementation. Help Scout provides mobile apps for Android and iOS, allowing users to receive notifications on the go.
- Customer Support and Learning Resources: Access an impressive support team available 24/6, along with extensive learning resources for those who prefer self-guided learning.
- Pricing: Help Scout’s pricing starts at $20 per user per month.
In summary, Help Scout offers a robust self-hosted support desk solution with features such as collaborative mailboxes, stored replies, a knowledge base, live chat, reporting tools, customer profiles, mobile apps, and a dedicated support team.
SysAid is a self-hosted Help Desk Software designed for IT Service Management (ITSM). Key features include:
- SLA Management: SysAid helps manage internal IT issues by offering SLA management features, including workflow automation and charge tags, allowing users to track and meet service-level agreements.
- Self-Service Portal: Create a self-service portal for knowledge management, enabling employees to handle common requests like password resets independently. This enhances efficiency and reduces the workload on IT support.
- Template and Standard Documentation: SysAid provides a range of templates and standard documents to streamline processes. Users can create custom templates tailored to their specific business needs. This feature expedites issue resolution and standardizes documentation.
- Third-Party Integrations: SysAid supports third-party integrations, ensuring compatibility with various IT devices commonly used together in organizations.
- Network Management: The software offers robust capabilities for managing all assets within the network. Users can easily oversee software and hardware configurations for each end user, contributing to effective IT asset management.
- Pricing: Pricing details are not specified in the provided information. Interested users are advised to contact SysAid directly for pricing information.
SysAid is a comprehensive self-hosted ITSM solution with features such as SLA management, self-service portals, template customization, third-party integrations, and network management capabilities. For detailed pricing information, users should contact SysAid directly.
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Hiver is an ideal one-stop help desk solution for small businesses, offering several key features:
- Internal Notes and Assignment: Users can utilize Hiver to leave internal notes regarding conversations and assign these conversations to different agents. This helps streamline communication and task management within the team.
- Reports for Performance Insights: Hiver provides access to three reports, offering insights into the overall performance of the group. These reports aid in understanding customer interactions and identifying common reasons for customer success.
- Shared Inbox: Unlike some other products, Hiver focuses on a shared inbox without additional devices. This simplicity may be advantageous for small businesses but could limit scalability for larger teams.
- Limitations in Higher-Price Plans: Some advanced features, like comprehensive reporting, may not be included in higher-price plans, potentially impacting the availability of certain capabilities based on the chosen pricing tier.
- Pricing: Hiver’s pricing starts at $12 per user per month, making it an affordable option for small businesses seeking a streamlined help desk solution.
Hiver is a one-stop help desk solution catering to small businesses with features such as internal notes, assignment capabilities, performance reports, and a shared inbox. While it may lack certain advanced features in higher-priced plans, its affordability and simplicity make it suitable for small-scale operations.
Freshworks is a self-hosted help desk software tailored for large businesses, especially those operating in call centers.
Key features include:
- Tools for Managing Customer Queries: Freshdesk provides tools such as an expertise base, a shared inbox, and chat capabilities to efficiently manage customer queries.
- Quota of Incoming Minutes: The software offers a quota of incoming minutes to handle customer calls. The allocated minutes vary depending on the chosen plan, providing flexibility for different call center needs.
- Third-Party Integrations: Freshdesk supports three third-party integrations, ensuring seamless connectivity with other systems and applications, and contributing to a well-connected help desk environment.
- Omnichannel Plans: While Freshdesk’s pricing and plans are robust, certain advanced features and capabilities are only available to customers who have upgraded to their omnichannel plans. These plans might include additional functionalities to enhance customer support.
- Pricing: Freshdesk offers a free plan, making it accessible for users with basic needs. Paid plans start from $15 per agent per month, providing scalability and advanced features for businesses with more extensive requirements.
Freshdesk is a powerful self-hosted help desk solution designed for call centers within large businesses. It offers tools for customer query management, a quota of incoming minutes for handling calls, third-party integrations, and omnichannel plans with advanced features. The pricing structure includes a free plan, with paid plans starting from $15 per agent per month.
5. Jira-Service Desk – ATLASSIAN
Jira Service Management is an excellent charge tag management system for handling incidents and escalations. While commonly associated with engineering companies, it is versatile and suitable for various help businesses.
Key features include:
- Bug Tracking and Task Recording: The Jira Service Desk provides a centralized location to record and track bugs, offering convenience for various businesses beyond engineering companies.
- Custom Workflows and Paperwork: Users can create custom workflows and documents to ensure smooth task execution. Customization options allow tailoring processes to specific business needs.
- Status Assignments: Assigning statuses helps keep all team members informed and involved in ongoing tasks, promoting collaboration and transparency.
- Reports for Work Insights: Robust reporting features offer help representatives insights into ongoing work and overall workload. This context aids in understanding requests, tracking bugs, and managing work efficiently.
- Pink VERIFY-Certified: Jira Service Management is Pink VERIFY-certified software, indicating its adherence to the Information Technology Infrastructure Library (ITIL) practices for service management.
- Pricing: Jira Service Management offers a free plan, making it accessible for users with basic needs. Paid plans start from $7.50 per user per month, providing scalable options for more extensive requirements.
Jira Service Management is a versatile charge tag management system suitable for incident and escalation management. It offers bug tracking, customizable workflows, status assignments, and insightful reports, and is Pink VERIFY-certified.
Zendesk is a feature-rich self-hosted help desk software designed for agency businesses. It offers multi-channel support, advanced AI solutions, productivity features, extensive integrations, and comprehensive capabilities.
Key Features Include:
- Multi-Channel Support: Zendesk provides multi-channel support, including a shared inbox, expertise base, and a live chat tool, facilitating seamless communication with customers.
- Advanced AI-Based Solutions: Zendesk offers advanced AI-based solutions such as chatbots and autoresponders. However, these features may not be included in their higher-priced plans.
- Productivity and Automation Features: Users have access to a variety of productivity and automation features, streamlining workflows and enhancing efficiency.
- Extensive Integrations: With over 1,000 integrations, Zendesk allows users to connect with specific devices within their help ecosystem, ensuring compatibility and connectivity.
- Comprehensive Capabilities: Zendesk is a robust solution with extensive capabilities, covering various aspects of customer service. However, it may be complex and require significant resources to operate.
- Communication Channels: While Zendesk covers many communication channels, it may not encompass all channels, and users should assess their specific needs.
- Pricing: Zendesk’s pricing starts at $19 per agent per month. The monthly fees are relatively higher, reflecting the comprehensive capabilities offered. Businesses should evaluate their requirements to ensure cost-effectiveness.
However, the complexity and higher pricing may lead businesses to consider their specific needs before opting for Zendesk.
7. Zoho Desk
Zoho Desk is an ideal self-hosted support desk software for sales-oriented businesses. It offers basic and advanced features, seamless integration with Zoho products, and live chat capabilities in higher-priced plans.
Key features include:
- CRM Integration: Zoho Desk complements Zoho’s customer relationship management tool, offering a comprehensive solution for buyer interactions.
- Basic and Advanced Features: Zoho Desk provides basic features like a shared inbox and an expertise base. Advanced options include AI-assisted responses and automation for tasks such as sorting and tagging customer communications.
- Seamless Integration with Zoho Products: Zoho Desk seamlessly integrates with other Zoho products, enhancing connectivity and collaboration if you are already using Zoho’s suite of tools.
- Live Chat and Advanced Capabilities: Some advanced features, particularly live chat, are available only in the highest-priced agency plan. This may be a cost consideration for some businesses, as the agency plan is likely the most expensive option.
- Pricing: Zoho Desk offers a free plan, making it accessible for users with basic needs. Paid plans start from $14 per agent per month, providing scalable options for businesses with more extensive requirements.
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Front is a shared self-hosted support desk solution tailored for businesses emphasizing email collaboration.
It supports various email address preferences, integrates multiple communication channels, and includes productivity features.
Key features include:
- Flexible Email Address Usage: Front accommodates businesses using a fixed email address or their email addresses for customer communication and ticketing within the self-hosted help desk software.
- Unified Communication Channels: Front enables the integration of SMS, email, and social media interactions into a shared mailbox, streamlining communication and centralizing customer interactions.
- Productivity Features: Users benefit from productivity features such as internal notes and three automation capabilities, reducing manual work and enhancing efficiency.
- Analytics and Integrations: Front plans include analytics and integrations to further enhance functionality. However, these features may not be available on higher-priced plans.
- Limitations: Front does not include an FAQs section or live chat for instant assistance, distinguishing it from some other options in the market.
- Pricing: Front’s pricing starts at $19 per user per month, offering flexibility and scalability for businesses with varying needs.
Plans include analytics and integrations, but higher-priced plans may not have these features. Front’s pricing starts at $19 per user per month.
Gorgias is the best self-hosted help desk software for small-quantity assistance businesses, particularly focusing on eCommerce.
Key features include:
- Tools for eCommerce Support: Gorgias provides a shared email inbox, an expertise base tool, and a live chat tool, catering to the specific needs of eCommerce businesses.
- Integration with eCommerce Platforms: Gorgias stands out with its integrations with major eCommerce platforms such as BigCommerce, Shopify, and Magento. However, this feature may be available only on the higher-tier plan.
- Efficient Order Management: The eCommerce integrations enable viewing order details, modifying orders, and processing refunds directly from the help desk, saving time and streamlining order management processes.
- Charge Limit and Ticket Quotas: Gorgias plans come with a charge limit, and the pricing may vary based on the number of orders. The base plan includes 350 help tickets per month, with additional tickets incurring a charge of $25 per 100 tickets.
- Pricing: Gorgias pricing starts at $60 per month, providing a solution tailored for small-quantity assistance businesses in the eCommerce sector.
In summary, Gorgias is a self-hosted help desk software designed for small businesses in eCommerce. It offers essential tools, notable integrations with eCommerce platforms, and efficient order management features. However, businesses should be mindful of the charge limit and potential additional fees for exceeding ticket quotas.
Kustomer is an innovative self-hosted support desk software with project management functionality. It excels in multi-channel support, project management features, and providing a holistic customer overview.
Key features include:
- Multi-Channel Support: Kustomer offers multi-channel support through email, chat, and social media interactions, ensuring comprehensive customer engagement.
- Project Management: Kustomer goes beyond traditional help desk functions by incorporating project management features. Users can create, assign, and set due dates for projects, enhancing overall organizational efficiency.
- Customer Overview: The software provides a comprehensive view of each customer, allowing instant updates on multiple aspects. This feature streamlines communication and saves time and effort.
- Cost Considerations: While Kustomer offers great capabilities, it comes at a relatively high cost. Additionally, the presence of add-ons may contribute to pricing complexity.
- Pricing: Kustomer’s pricing starts at $89 per patron per month. Users should assess their specific needs and consider the cost implications before opting for this solution.
However, potential users should be aware of the higher cost and potential complexity in pricing, with plans starting at $89 per patron per month.
Navigating the landscape of self-hosted help desk software reveals a diverse range of options, each tailored to specific business needs. From Help Scout’s emphasis on customer satisfaction to SysAid’s focus on IT service management, and Jira Service Management’s comprehensive approach—choices abound.
Zoho Desk seamlessly integrates with CRM, Front prioritizes shared email collaboration, and Gorgias targets eCommerce support. For a unique fusion of help desk and project management, Kustomer takes the spotlight. To discover the perfect fit, assess your business priorities and explore free trials or demos offered by these versatile platforms.