Best Help Desk Software (2023) - The first knowledge sharing application in Vietnam

To ensure the best possible help desk software solutions for our readers, we use a rating system ranging from one to five stars. This allows us to objectively compare and contrast each solution against its competitors. Our ratings are not influenced by any third-party relationships. We assign weighted scores to each factor to come up with an overall star rating for each product.

When we rate help desk solutions on our website, we take into account the following factors.

Mục lục bài viết

Pricing

For pricing, we considered several factors, such as how much the software costs, is it a good value for the price and were there any hidden costs or fees. If a provider offered a free trial or a free version of its software, we gave bonus points for that. We also looked at how inexpensive a provider’s lowest-price plan compared to its highest-priced plan and how much benefit a user received by upgrading to a higher plan. This accounted for 10% of our weighted scoring.

Features

We wanted to know what kinds of features the software offers and if it had all of the features that users need. We broke features down into two categories: general features and additional features. For general features, these were features that we expected every software provider to offer, either as part of its regular plan or at least as a paid add-on. These included offering mobile apps―bonus points for offering software for both iOS and Android―plus self-service capabilities, asset management, social media connectivity, access to a knowledge base and community forum for assistance and the ability to work remotely.

For additional, or “nice-to-have” features, we focused on customer support. We were looking for chatbots or live chat options, support widgets, self-service ticketing and reporting dashboards. We wanted to see how responsive each provider’s customer support was and if it was available by phone, email or live chat. We weighted features at 50% of our total score.

Third-party reviews

Looking at third-party customer reviews on websites that included Capterra, G2 and Trustpilot, we looked at customer responses to using the software. We gave higher ratings to providers that had at least 300 or more reviews on these websites and then again to those providers that had positive reviews of at least 3.5 out of 5 on each site.to give a complete picture of reality and reduce bias. These accounted for 10% of the total score.

Expert analysis

Factors that included ease of use made up the final aspect of our analysis by our panel of experts. When looking at ease of use, they wanted to know how easy it is to set up and use the software, if the interface was intuitive and if the software required any training to get started using it. Besides ease of use, other factors our experts considered were the overall popularity of the software, any stand-out features and the value for the money each provided. Altogether, these criteria make up 30% of the total score.

Featured Partners

Freshdesk

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Freshdesk

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On Freshdesk’s Website

Freshservice

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Freshservice

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On Freshservice’s Website