Best managed service provider (MSP) help desk in 2024

Whether you're a small startup or a large enterprise, the efficiency and effectiveness of your help desk significantly impacts customer satisfaction and overall productivity. With a plethora of managed service provider help desk software available, choosing the best one for your business may seem overwhelming. To guide your search, we’ve compiled a list of the 10 best MSP help desk software for 2024.

What is an MSP help desk?

A managed service provider (MSP) help desk is a centralized hub where businesses can seek technical assistance and support for their IT infrastructure and systems. Unlike in-house IT teams, MSP help desks are operated by external service providers who offer services from basic troubleshooting to proactive monitoring and maintenance. Essentially, MSP help desks are an extension of a company's IT department that provides round-the-clock support and expertise without the need for internal resources.

Managed service provider help desks use specialized software and tools to efficiently manage and resolve IT issues, such as ticketing systems, to track and prioritize customer inquiries. Moreover, MSP help desks typically offer service level agreements (SLAs) to guarantee timely response and resolution times. By outsourcing their IT support needs to MSP help desks, organizations can access a pool of skilled professionals and technical resources, allowing them to focus on their core objectives.

Why do businesses use MSP help desks?

There are many reasons businesses choose to use MSP help desks, including:

Cost-effectiveness

Managed service provider help desks are a cost-effective solution for businesses because they provide access to specialized IT support without the overhead expenses of maintaining an in-house IT team. With MSP help desk software, companies can avoid the costs of hiring, training, and retaining IT staff and investing in expensive infrastructure. Instead, these help desks operate on a subscription-based model that allows businesses to pay only for the services they need, whether it's basic troubleshooting or comprehensive network management. They also offer proactive support and maintenance to prevent costly downtime, ultimately saving money by enhancing operational efficiency and productivity.

Increased access to resources

Unlike in-house IT teams that may face limitations regarding skill sets and availability, MSPs have access to a broader range of specialists across various technologies and industries that offer 24/7 support. This means that regardless of the complexity or specificity of an IT issue, businesses can rely on MSP help desk software to allocate the appropriate resources and expertise needed quickly. Additionally, MSPs invest in cutting-edge tools and technologies to enhance their service delivery, enabling businesses to leverage the latest innovations without the burden of procurement and implementation costs.

Focus on internal processes

MSP help desk software streamlines internal processes by implementing standardized workflows and procedures for managing IT support requests and incidents. Using specialized ticketing systems and automation tools, MSPs prioritize, track, and systematically resolve issues, ensuring that no request falls through the cracks and that response times are efficient. Moreover, MSPs conduct regular reviews and assessments of internal processes to identify areas for improvement and optimization, leading to greater consistency, accountability, and client satisfaction.

Scalability

Through flexible subscription or pay-per-use models, businesses can easily adjust their service plans to accommodate changes in demand or growth trajectories. Managed service provider help desks also typically have the infrastructure and resources in place to quickly onboard new clients or scale up existing services without compromising quality or efficiency. Additionally, MSPs leverage cloud-based technologies to deploy and manage IT resources dynamically, enabling rapid provisioning and allocation of resources.

Compliance

MSP help desks often have specialized knowledge and experience in navigating complex compliance frameworks, such as GDPR, HIPAA, or PCI DSS, and can assist businesses in aligning their IT operations with relevant regulations. Through proactive monitoring, regular audits, and robust security protocols, MSPs ensure client data is handled securely, minimizing the risk of breaches or non-compliance penalties. MSPs also often have documentation and reporting capabilities, which are essential for demonstrating compliance to auditors and regulatory bodies.

Features to consider when choosing a managed service provider help desk software

Now that you know what MSP systems are and how they can benefit your business, how do you choose the right one? Let's take a look at the top 5 features to consider when choosing a managed service provider help desk for your business.

Ticketing

A robust MSP ticketing system streamlines communication between users and support staff, facilitating the timely resolution of issues while maintaining transparency and accountability. Look for ticketing systems with customizable ticket fields, automated ticket routing based on priority or category, and integration with other IT management tools for seamless workflow management. Additional features, such as SLA management and escalation rules, ensure service level agreements are met and critical issues are promptly addressed. Overall, a well-implemented ticketing system enhances the effectiveness of MSP help desk software.

MSP help desk automation/AI

Automation and AI capabilities significantly enhance operational efficiency and service delivery. These technologies empower help desks to automate repetitive tasks, such as ticket routing, categorization, and resolution, to reduce manual intervention and accelerate response times. AI-driven functionalities, such as predictive analytics and virtual assistants, enable businesses to solve problems proactively by identifying trends, predicting potential issues, and offering personalized self-service options to users. Automation and AI optimize resource utilization and enhance the overall quality and consistency of IT support services.

Multi-channel support

Multi-channel support enables businesses to offer comprehensive assistance across various communication channels, including email, phone, chat, and social media platforms. By providing flexibility in how users can reach out for support, businesses can meet the diverse preferences and needs of their clients. A unified platform that integrates all communication channels also streamlines the management of support requests, allowing agents to access and respond to inquiries seamlessly. When combined with features like omnichannel routing and ticket consolidation, multi-channel support allows businesses to track issues across multiple channels, ensuring a consistent and cohesive support experience for users.

Integration capabilities

Integration allows businesses to synchronize data between the MSP help desk system and other essential platforms, such as CRM systems, monitoring tools, and collaboration platforms, ensuring a unified ecosystem for IT operations. Integrations with third-party applications and APIs facilitate task automation, such as ticket creation from monitoring alerts or syncing customer data between systems, reducing manual effort and minimizing errors. Choosing a managed service provider help desk software with extensive integration capabilities enhances productivity, streamlines processes, and maximizes the value of IT investments.

Scalable to business needs

Scalability ensures a managed service provider help desk software solution can adapt and grow alongside a business's evolving needs. It should be able to accommodate changes in the volume of support requests, the size of the user base, and the complexity of IT environments without sacrificing performance or efficiency. This flexibility and agility should extend beyond the software’s technical abilities to its pricing model; look for MSP help desk software solutions that allow you to adjust your investment based on need.

10 best MSP help desk software in 2024

Whether your business wants to enhance efficiency, improve customer satisfaction, or maintain compliance, the 10 following managed service provider help desk software solutions can help you achieve your goals in 2024 and beyond.

1. Freshservice

Known for its reliability and scalability, Freshservice MSP help desk empowers businesses to streamline their managed IT service operations and deliver exceptional service to their clients. Freshservice’s managed service provider capability enables effortless managed services management, allowing businesses to manage multiple clients, configure multiple support portals, and create a hassle-free service catalog for clients. Trusted by businesses worldwide, Freshservice continues to be a top choice for those seeking a comprehensive solution for managing their IT support needs.

Key features

• Customizable ticketing system

• Advanced automation and AI capabilities

• Robust third-party integration capabilities

Pros

• Provides asset tracking and change management functionalities

• Highly scalable 

• Comprehensive reporting and analytics capabilities that provide insights into key metrics such as ticket volume, resolution times, and customer satisfaction ratings

Cons

• Limited types of reports and report formats available

• Doesn’t support bulk uploading for service requests

• Limited data selection filters

Price

• Starter: $19/agent/month billed annually

• Growth: $49/agent/month billed annually

• Pro: $95/agent/month billed annually

• Enterprise: $119/agent/month billed annually

2. GoTo Resolve

GoTo Resolve offers a unified MSP system that integrates remote monitoring and management (RMM), service desk management, and endpoint security functionalities. With its intuitive interface and robust feature set, CoTo Resolve helps MSPs efficiently manage client requests, troubleshoot issues remotely, and protect client systems from cyber threats. 

Key Features

• Remote access and control

• SLA monitoring

• Advanced reporting and analytics

Pros

• Easy to scale and implement

• Unified dashboard for monitoring and management

• Cross-platform capabilities, including macOS, Windows, and mobile devices

Cons

• AI capabilities may not be as robust as other software

• Some users have reported latency issues

• Remote install can be complex

3. Zoho Desk

Zoho Desk is a managed service provider help desk software tailored to meet the unique needs of managed service providers. It offers a seamless experience for handling customer support inquiries and managing service requests. With its intuitive design and flexible capabilities, Zoho Desk empowers MSPs to optimize their operations and deliver exceptional service to their clients.

Key features

• Ticket prioritization, categorization, and assignment capabilities

• Customizable dashboards and reports

• SLA management capabilities

Pros

• Can schedule reports for specific customers

• User-friendly mobile application

• Facilitates cross-departmental collaboration

Cons

• Some users report system latency 

• Limited live chat customization

• No desktop application

Price

• Standard: $14/user/month billed annually

• Professional: $23/user/month billed annually

• Enterprise: $40/user/month billed annually

4. Zendesk

Zendesk is a versatile managed service provider help desk software solution with a customer-centric approach. Whether handling tickets, engaging with customers, or analyzing support metrics, Zendesk provides a reliable foundation for MSPs to build and grow their help desk operations effectively.

Key features

• Powerful automation and workflow management

• Customer self-service portal

• Extensive integration ecosystem

Pros

• Easy SLA management

• Configurable views of open tickets

• Canned response capabilities

Cons

• Limited search functions

• Limited reporting and analytics customization

• Closed cases cannot be reopened

Price

• Suite Team: $55/agent/month billed annually

• Suite Growth: $89/agent/month billed annually

• Suite Professional: $115/agent/month billed annually

• Suite Enterprise: Contact for pricing

5. ITarian

With a wide range of features and functionalities, ITarian empowers MSPs to efficiently manage customer support inquiries, service requests, and IT assets from a centralized platform. With its intuitive interface and robust capabilities, ITarian enables MSPs to automate repetitive tasks, streamline workflows, and deliver personalized service to their clients.

Key features

• Remote monitoring and management capabilities

• Comprehensive asset and security management

• Powerful reporting and analytics tools for tracking key support metrics and monitoring system performance

Pros

• Comes with a preloaded library of scripts

• Easy deployment

• Sandbox and containment software

Cons

• No SNMP monitoring

• Some users have reported slow customer service

• Limited integrations and customization options

Price

• ITarian Basic: Free

• ITarian Device: $9.50-$12.50/device/year

• ITarian Mobile: $4.50-$6.50/device/year

6. LiveAgent

LiveAgent is an MSP help desk software that empowers MSPs to efficiently manage support inquiries, service workflows, and service requests from a centralized platform. Trusted by businesses worldwide, LiveAgent offers a seamless experience for both MSPs and their clients, ensuring timely issue resolution. Whether it's ticket management, live chat, email support, or knowledge base management, LiveAgent provides the tools and capabilities needed to optimize help desk operations effectively.

Key features

• Customizable live chat

• Robust multi-channel communication

• Extensive workflow automation

Pros

• Provides valuable insights, actionable reports, and trackable metrics

• Responsive customer service

• Conversation tagging for quick recognition

Cons

• Limited integration options, especially with social media platforms

• No SMTP

• UI is not intuitive

Price

• Small Business: $9/agent/month billed annually

• Medium Business: $29/agent/month billed annually

• Large Business: $49/agent/month billed annually

• Enterprise: 469/agent/month billed annually

7. Faveo

Faveo is a managed service provider help desk software solution that stands out for its simplicity, flexibility, and affordability. It prioritizes ease of use and customization, making it an ideal choice for managed service providers seeking a straightforward yet powerful help desk solution. 

Key features

• Customizable ticketing system

• Intuitive, user-friendly UI

• Customizable dashboards and reports

Pros

• Powerful workflow and customer management automation

• Easy ticket searching and filtration

• Provides notifications and reminders to ensure timely resolutions

Cons

• Form building can be complex

• Complex admin controls

• Some users have reported customization bugs following software updates

Price

• Helpdesk Freelancer: $199 one-time fee for up to 2 agents

• Helpdesk Startup: $849 one-time fee for up to 5 agents

• Helpdesk SME: $1,699 one-time fee for up to 10 agents

• Helpdesk Enterprise: Contact for pricing

• Helpdesk Enterprise Pro: Contact for pricing

8. SolarWinds

SolarWinds is a managed service provider help desk software that can be integrated with a wide range of network and systems management tools. This gives businesses unparalleled visibility and control over their clients' IT environments. SolarWinds empowers MSPs to manage customer support inquiries, monitor network performance, and automate routine tasks efficiently, all from a centralized platform.

Key features

• Integrated network monitoring capabilities

• Remote management and control

• SLA management functionalities

Pros

• Easy implementation

• Mobile application for working on-the-go

• Advanced automation capabilities to reduce manual workload

Cons

• Limited custom form creation

• No root cause analysis features

• Network monitoring platform does not include a topology mapper

Price

• Essentials: $39/agent/month

• Advanced: $79/agent/month

• Premier: $99/agent/month

9. Intercom

Intercom is a managed service provider help desk solution that focuses on providing personalized customer support. It emphasizes conversational support, enabling managed service providers to engage with clients in real-time conversations across multiple channels. With its intuitive chat interface, automation capabilities, and advanced analytics, Intercom empowers MSPs to deliver proactive support experiences that drive satisfaction and loyalty.

Key features

• Powerful automation and AI capabilities such as chatbots

• Comprehensive knowledge base management capabilities

• Advanced customer segmentation

Pros

• Enables proactive outreach and messaging campaigns

• Live chat auto-assignment for fast resolutions

• Easy-to-use macros and shortcuts

Cons

• Limited email feature customization

• Conversations can’t be merged

• Limited report customization

Price

• Essential: $39/seat/month

• Advanced: $99/seat/month

• Expert: $139/seat/month

10. NinjaOne

NinjaOne seamlessly combines remote monitoring and management (RMM), professional services automation (PSA), and help desk functionalities into a single platform. With its intuitive interface, powerful automation capabilities, and robust reporting tools, NinjaOne empowers MSPs to proactively monitor client networks, automate routine tasks, and provide responsive support.

Key features

• Centralized dashboard for client networks, tickets, assets, and billing

• Extensive automation and scripting capabilities

• Self-service portal for clients

Pros

• Remote screen sharing and control functionality

• Bitdefender Endpoint Protection built directly into the software

• Easy patch management

Cons

• Limited reporting capabilities

• UI isn’t very intuitive

• No MDM capabilities

Price

• Contact for pricing

Elevate your MSP help desk with Freshservice!

• Freshservice can revolutionize the way you deliver IT support services. The platform's robust ticketing system ensures that MSPs can manage customer support inquiries and service requests efficiently, while features such as AI, automation, and workflow management enable them to reduce manual effort and improve productivity. Additionally, Freshservice's multi-channel support capabilities enable MSPs to engage with clients across various communication channels, including email, phone, chat, and social media, so clients can reach out through their preferred channel and receive timely assistance. 

• Freshservice managed service provider help desk offers advanced reporting and analytics tools that enable MSPs to track key support metrics, monitor team performance, and gain insights into their help desk operations. With customizable dashboards and reports, MSPs can analyze trends, identify areas for improvement, and make data-driven decisions to enhance their service delivery. Additionally, Freshservice's integration capabilities allow MSPs to connect the platform with other tools and systems used in their operations, ensuring seamless data flow. Overall, Freshservice can improve client satisfaction, boost productivity, and drive business growth.