The Best Mobile Help Desk Software for 2024

What is a mobile help desk?

A mobile help desk is a streamlined version of traditional help desk software designed specifically for mobile devices like smartphones and tablets. This adaptation is vital as it ensures the interface and user experience are optimized for mobile devices' smaller screens and capabilities. The core functionality remains similar to desktop versions, providing customer service agents with the tools to manage and respond to customer inquiries efficiently, regardless of location.

The primary advantage of a mobile help desk is the flexibility it offers. With the rise of remote working and on-the-go lifestyles, customer service agents can provide support from anywhere, enhancing responsiveness to customer needs. This mobility is crucial for maintaining a consistent, high-quality service experience, especially in urgent or after-hours scenarios.

Why is mobile help desk software important?

Selecting the right mobile help desk software is crucial for businesses aiming to enhance customer support and streamline their operations. The diverse range of features offered by leading platforms, such as seamless ticketing systems, real-time collaboration, and mobile accessibility, empowers organizations to provide efficient and responsive customer service.

As businesses continue to prioritize flexibility and accessibility in their operations, investing in a robust mobile help desk solution becomes not just a choice but a strategic necessity. By making an informed decision based on your business's unique needs and scale, you can ensure a seamless customer support experience that contributes to overall satisfaction and success.

12 best mobile help desk software options on the market

As we step into 2024, customer support is undergoing a journey fueled by innovation and efficiency. There is high demand for top-tier help desk solutions, with businesses recognizing their role in delivering exceptional customer experiences.

Take a look at the top 11 mobile help desk software options on the market.

1. Freshdesk: Our top pick

Freshdesk, is the best mobile help desk software solution for most businesses in 2024. Freshdesk offers competitively priced solutions for new, established small, and large businesses. In addition to all of the expected features for help desk software, Freshdesk offers extensive AI integration and automation features, putting it ahead of the competition.

Freshdesk offers the most exciting help desk features at the best prices for mobile help desk software, which is why it is our top pick for 2024.

Key Features:

• Multi-channel support: Communicate directly with support agents through email, web, Facebook, chat, and more.

• AI-powered ticketing capabilities: Summarize tickets, enhance tone and messaging, draft effective responses, and generate solution articles.

• Extensive knowledge base: Organize content with categories, optimize for SEO, manage workflow approvals and version control, and track article-level feedback and usage analytics.

• Workflow automation: Automatically assign tickets based on history (auto-triage), keywords, requester, skills, time-triggers, intelligent assignment, ticket properties, or round-robin.

• Reporting and analytics: Gain insights into customer service performance and KPIs with detailed reports and live dashboards.

• 24/7 email support 

Why customers rave about Freshdesk?

Customers rave about Freshdesk for its user-friendly nature, helpful features, and exceptional customer support. Freshdesk allows businesses to provide multi-channel support, and intuitive ticketing and automation capabilities streamline support operations, resulting in faster and more efficient support. Its complex knowledge base helps to create self-service capabilities to assist customers with their inquiries. Freshdesk is an effective platform for boosting team productivity and creating satisfied customers. 

2. Freshdesk Omni

Freshdesk Omni is a helpdesk software that offers a comprehensive and intuitive approach to managing customer interactions across communication channels of your choice. It caters to businesses of all sizes and simplifies the customer support process by centralizing emails, social media messages, live chat, and phone calls into a single, easy-to-manage platform. With its user-friendly interface and extensive customization options, Freshdesk Omni makes it easy for businesses to set up a sophisticated helpdesk center without extensive technical expertise.

Key Features:

From bots to conversational experiences, ticketing, and collaboration, Freshworks covers the entire customer service journey. It helps with the following: 

• AI-powered ticketing: Freshdesk Omni features AI and automation tools that streamline workflows by assigning tickets based on agent workload or expertise and setting priority levels for more urgent matters. Natural language prompts help admins easily build complex chatbot flows, create training plans for agents, and set up automation for faster resolutions. 

• Self-service automation: Freddy AI Agent, available on any channel, helps with faster and more personalized resolutions. According to the Freshworks Customer Service Benchmark Report 2023, AI agent can help deflect up to 70% of queries, thus reducing wait times and improving overall customer engagement. 

• Elevating agent productivity: Freddy AI Copilot is an always-on assistant who can suggest responses, recommend next-best action, and summarize events for support reps. Agents receive valuable insights to enhance their actions. This ensures a personalized and proactive approach to customer engagement.

• Making data-driven decisions: Freddy AI Insights can analyze performance data for opportunities to remove bottlenecks and optimize productivity. It can even recommend actions to solve problems and execute them.

Advantages:

Your current systems can be easily integrated with Freshdesk Omni, which offers a user-friendly interface for your agents and can seamlessly expand to accommodate your business's growth.

Some other benefits include:

• User-Friendly: Its intuitive interface reduces training time and boosts agent productivity.

• Scalability: It grows with your business, adapting to changing needs seamlessly.

• Efficient Ticket Management: It streamlines support processes, ensuring responsiveness and quality.

• Multi-Channel Support: It consolidates customer interactions across channels for consistent service.

Why Customers Love Freshdesk Omni?

Customers love Freshdesk Omni for its comprehensive yet intuitive approach to customer support, seamlessly integrating multiple communication channels into a single platform. Its ability to automate and streamline ticket management, with a user-friendly interface and easy-to-use generative AI features, significantly enhances the efficiency of support teams, making it easier to deliver prompt, personalized service. 

Freshdesk Omni’s generous free plan for up to 10 agents and its scalable paid options offer businesses of all sizes numerous benefits and robust features. Its focus on improving customer satisfaction through effective issue resolution and self-service options solidifies its reputation as a customer favorite in the customer support software market.

3. ManageEngine

ServiceDesk Plus by ManageEngine is a comprehensive IT help desk software that offers a wide range of features for ticket management, asset management, and change management. Designed for IT service management, it provides a holistic solution to manage IT services and support.

Key Features:

• Enterprise service management

• Analytics 

• AI-powered insights

• IT operations management

Pros and Cons of ManageEngine:

• Customization Options: Allows customization of forms, templates, and workflows to suit different organizational needs.

• Integration Capabilities: Integrates well with other ManageEngine products and third-party applications for a connected IT environment.

• Cost Consideration: May be relatively costly, especially for small businesses.

• Customization Complexity: Advanced customization might require skilled personnel or additional support.

• Learning Curve: Extensive features may require a learning curve for new users.

4. HubSpot

HubSpot is a versatile platform that combines CRM, marketing, sales, and customer support tools into one integrated system. This unification facilitates improved collaboration and workflow efficiency. With its mobile help desk software, HubSpot ensures that support teams can access critical information and respond to customer queries promptly, even while on the go.

Key features:

• CRM capabilities

• Marketing Hub

• Sales Hub

• Service Hub

Pros and Cons of HubSpot:

• Unified Platform: Integrates CRM, marketing, sales, and customer support tools for better collaboration.

• Mobile Accessibility: Enables support teams to access information and respond to customer queries from anywhere.

• Cost Considerations: Advanced features, especially in the help desk module, are part of premium plans, which can be costly.

• Customization Limitations: The level of customization may not meet the needs of businesses with very specific requirements.

• Scalability Issues: Might be less scalable for very large enterprises with complex needs.

5. Zoho

Zoho Desk is a versatile help desk software that emphasizes mobile accessibility, allowing agents to handle customer support effectively from any location. The software stands out for its comprehensive ticket management system, multichannel support, and the integration of automation and AI to streamline support tasks.

Key Features:

• Telephony

• Instant messaging

• Live chat

• Social media applications

• Multichannel

Pros and Cons of Zoho:

• Mobile Accessibility: Zoho Desk's mobile app enhances agent flexibility and responsiveness with the ability to manage tickets and respond to queries from anywhere.

• Ticket Management: Features a robust ticketing system with automation to streamline workflows.

• Integration Limitations: The range of third-party app integrations might not be as extensive as other platforms.

• Reporting Complexity: Creating custom reports can be complex, potentially challenging for businesses needing specific reporting.

• Limited Free Plan: The free plan has restrictions on user numbers and features, which might be quickly outgrown by small businesses.

6. Deskpro

Deskpro is a comprehensive help desk software that emphasizes mobile accessibility, allowing agents to efficiently manage customer interactions on the go. It offers a unified ticketing system and extensive customization options, making it a versatile choice for businesses looking to personalize their customer support system.

Key Features:

• Automation

• Reporting tools

• Self-service and knowledge base

• Customization

Pros and Cons of Deskpro:

• Mobile Accessibility: Deskpro's mobile app enhances agent flexibility and responsiveness, enabling ticket management and customer communication from anywhere.

• Unified Ticketing System: Efficiently manages and tracks customer issues across channels like email, chat, and social media.

• Pricing Structure: The pricing may be higher than other help desk solutions, potentially impacting small businesses with tight budgets.

• User Interface: Feedback suggests areas for improvement in the user interface for a smoother experience.

• Limited Reporting Features: Reporting and analytics features may not be as extensive or user-friendly as other solutions.

7. JitBit

JitBit Helpdesk is recognized for its user-friendly interface and effective ticketing system. It's particularly suited for small to medium-sized businesses, offering features like automation, a comprehensive knowledge base, and affordability.

Key Features:

• Reporting tools

• Mobile helpdesk

• Automation

• Team mailbox

• Knowledge base

• IT ticketing system

Pros and Cons of JitBit:

• User-Friendly Interface: Known for ease of use for both support agents and end-users.

• Ticketing System: Efficient ticket management with automated workflows to streamline support processes.

• Limited Advanced Features: May lack some advanced features found in other help desk solutions, potentially impacting organizations with complex needs.

• Integration Options: The range of integrations might be narrower compared to other solutions.

• Customization Limitations: Customization in forms and workflows may be more limited.

8. Helpshift

Helpshift stands out with its mobile-centric approach, tailored specifically for mobile customer support. This focus makes it ideal for businesses that engage heavily with mobile users, offering in-app support and a range of automated messaging features to streamline customer interactions.

Key Features:

• Self-service tools

• Language AI

• Mobile CRM

• Automated chatbots

• Knowledge base

Pros and Cons of Helpshift:

• Mobile-Centric Approach: Designed for mobile customer support, providing a seamless experience for mobile device users.

• In-App Support: Enables users to access support directly within applications, enhancing user experience and ease of access.

• Reporting Features: Reporting and analytics capabilities may not be as advanced or customizable as in some other platforms.

• Learning Curve: Initial implementation might have a learning curve, particularly for new users.

• Integration Complexity: Integrating Helpshift with other platforms and CRMs can be complex.

9. LiveChat

LiveChat specializes in offering real-time communication through its live chat capabilities, providing a platform that is user-friendly and highly customizable. This focus on live chat interaction is paired with multichannel support and robust reporting and analytics tools, making it a valuable asset for businesses looking to optimize their customer engagement strategies.

Key Features:

• Chat widget customization

• Reports and analytics

• Multiple messaging channels

• Multiple chat tools

Pros and Cons of LiveChat:

• Real-Time Communication: Excels in delivering immediate live chat interactions with customers.

• User-Friendly Interface: Easy for both support agents and customers to use, enhancing the chat experience.

• Focus on Live Chat: May lack certain features found in more comprehensive help desk solutions, potentially requiring additional tools.

• Pricing Model: Subscription-based pricing may be higher relative to other similar solutions; careful budget assessment is advised.

• Limited Ticketing System: The ticketing system is more basic, which might not suffice for organizations needing a robust system.

10. Team Support

TeamSupport is a versatile help desk software that focuses on enhancing team collaboration and mobility. It offers a robust ticketing system, mobile accessibility, and several features to promote self-service and efficient issue resolution. These functionalities make it a suitable choice for businesses looking for a collaborative and flexible customer support solution.

Key Features:

• Analytics

• Automation

• Ticketing and live chat

• Multichannel support

Pros and Cons of Team Support:

• Mobile Accessibility: Enables agents to manage tickets and customer interactions on the go, ideal for remote or field teams.

• Ticketing System: Offers a strong ticketing system with customizable workflows and automation for streamlined resolutions

• Learning Curve: New users may require training to effectively utilize the platform.

• User Interface Design: Some feedback suggests the interface design may not be as intuitive as other solutions.

• Integration Limitations: The range of third-party integrations might be more limited compared to other platforms.

11. Kayako

Kayako stands out with its mobile-friendly platform, offering a unified system for customer support that includes live chat, email, social media, and self-service features. This integration helps streamline customer interactions and enhance team collaboration. Kayako's focus on automation and a customizable knowledge base further adds to its efficiency and user empowerment.

Key Features:

• Live chat

• Self-service

• Kayako Collaborators

• CRM integration

• Activity tracking

Pros and Cons of Kayako:

• Mobile Accessibility: Allows agents to handle customer interactions and manage tickets on the go, enhancing responsiveness.

• Unified Customer Support Platform: Offers a comprehensive platform including live chat, email, and social media, improving customer interaction management.

• Learning Curve: New users might require training for effective usage due to the platform's extensive features.

• Pricing Model: May be relatively higher in cost compared to other solutions; businesses should evaluate based on budget.

• Integration Challenges: Some users have reported difficulties with integrating specific third-party tools.

12. Deskero

Deskero is a dynamic help desk software known for its mobile accessibility and a unified ticketing system. It facilitates efficient management and tracking of customer issues across various channels, coupled with automation features and multichannel support. Deskero's customization options allow businesses to personalize the platform according to their specific needs.

Key Features:

• Multichannel

• Advanced ticketing

• Customization

• Reporting tools

• Social integration

Pros and Cons of Deskero:

• Mobile Accessibility: Enables agents to manage customer interactions and tickets while on the go, improving response times.

• Unified Ticketing System: Efficiently handles customer issues across multiple channels, including email, chat, and social media.

• Learning Curve: May require training for new users to effectively utilize the platform.

• Integration Challenges: Some users have faced difficulties in integrating with specific third-party applications.

• Reporting Limitations: Reporting and analytics features might not be as robust as those in larger, more focused help desk solutions.

Benefits help desk software 

Help desk software offers numerous benefits for organizations. Here are some of the key benefits of using help desk software. 

Improved customer support

Helpdesk software plays a crucial role in improving customer support. As many help desk software are multichannel and have mobile accessibility, support teams are able to deliver support through multiple channels at different times. This means that there will be reduced response times compared to service without this multichannel function, and there will be quicker inquiry and issue resolution. As most customers prefer quick and effective support, helpdesk software is useful as it assists businesses in meeting these demands with a central platform for managing customer issues and questions. Faster response times and multichannel support also increase customer loyalty and make an organization stand out from the competition. 

Reduced workloads

Using helpdesk software is also instrumental in reducing workloads for support teams. Helpdesk software has the ability to automate repetitive tasks like ticket categorization and routing. These automation capabilities allow support agents to focus their energy on more complex and unique customer inquiries, increasing job satisfaction and overall productivity. Additionally, as helpdesk software is often multichannel, this means agents can address even more inquiries, and the software is able to filter out repetitive questions or issues and solve them itself. 

Reducing workloads with helpdesk software is also helpful in decreasing human errors. Automation tools ensure tickets are assigned to the correct agents and inquiries are being responded to in a timely and correct manner. This means help desk software can provide better levels of consistency and reliability in terms of customer support, which betters the reputation of an organization. Help desk software’s ability to centralize data and interactions also means agents do not have to struggle with juggling multiple tools or systems, which simplifies their work. With an increasing demand for efficient customer support, reducing workloads with helpdesk software is a benefit for businesses wanting to provide exceptional service. 

Enhanced data and analytics

A benefit of using help desk software is its ability to produce enhanced data and analytics. Data is important for decision making and using help desk software to get this data provides organizations with multiple insights into support operations. Help desk software reports and dashboards can capture key performance metrics like customer satisfaction scores, response times, ticket volumes, and more. These metrics assist businesses in gaining a deeper understanding of customer preferences, behaviors, and needs, as well as agent productivity. Analyzing these metrics can help organizations identify areas of improvement or any current issues that may be hindering them from growth. 

Enhanced data and analytics can also help businesses make more informed strategic decisions that impact the entire business. Metrics on customer trends, preferences, and more can help businesses develop marketing strategies, and customer engagement initiatives, and can help inform product development. By tracking metrics related to customer and agent interactions, organizations can create quality training and coaching sessions to improve employee skills and service. 

Streamlined ticket management

Streamlined ticket management is another advantage of using help desk software. This feature simplifies the process of handling customer inquiries and issues. With help desk software, support agents will be able to create, manage, and track tickets all from one central platform. Being able to categorize and prioritize tickets also means urgent issues are addressed quickly and creates an organized workflow. This leads to reduced response times and overall efficiency in support operations. 

Automation features from help desk software also help with ticket routing based on predetermined criteria and categorizations. Also, with a comprehensive ticket history and communications records, agents can create personalized and informed responses to inquiries. Overall, streamlined ticket management tools help to make an organized support system resulting in enhanced customer satisfaction. 

Top 4 features to look for in help desk software

Multichannel workspace

Support across multiple communication channels, from SMS to email to social media, is essential to meet customers where they are. Multichannel workspace features in help desk software help support teams assist customers from various channels into one single unified platform. This is a game-changer for customer support and ensures customer questions and issues are addressed efficiently regardless of the communication channel a customer may choose. Multichannel features also enhance customer satisfaction as customers do not have to repeat themselves when switching between channels. 

Automation

Automation offers numerous advantages. It helps organizations streamline their support and reduces the amount of manual and repetitive work. Automation can be applicable to ticket routing, creating precomposed answers to inquiries, and more. Helpdesk automation helps support teams ensure tickets are sent to the right agents, which can help improve response times and ticket resolution. Automation also reduces the risk of human errors, leading to greater accuracy and consistency. 

Knowledge base

Knowledge bases in help desk software are a valuable tool for both customers and support teams. Knowledge bases contain a wealth of information like articles, how-to guides, troubleshooting steps, and more to address common inquiries and issues. Knowledge bases often have self-service capabilities for customers, which allows customers to answer their questions independently any time they want. Knowledge bases improve customer satisfaction with their instant access to information. 

Integration and API

When it comes to help desk software, integration and API capabilities are helpful features to have. These features seamlessly connect support operations with other tools, enabling organizations to create a system where data can flow between the help desk software and other applications like project management tools and communication platforms. This reduces the need for manual data entry and reduces the risk of errors as well. 

Power Up Your Customer Support with Freshdesk

With a mobile help desk software, like Freshdesk, every query is an opportunity to showcase your responsiveness and commitment to customer care. Freshdesk stands out as a leader in this domain, offering an all-encompassing solution that caters to the dynamic needs of growing businesses. It's time to take your customer support to the next level. Explore the capabilities, integrate with ease, and watch customer satisfaction soar.