El Mejor Software de Asistencia Técnica – La Lista
Aquí tienes nuestra lista de programas de asistencia técnica:
Preguntas Frecuentes sobre Software de Asistencia Técnica
¿No sabes por dónde empezar? Visita nuestras preguntas frecuentes para obtener más información acerca de los conceptos básicos del software de asistencia técnica.
¿Qué es el software de asistencia técnica?
El software de asistencia técnica es un centro digital donde los clientes pueden enviar consultas para ser registradas, organizadas y resueltas. Esto puede incluir elementos como la gestión de tickets, la suite de automatización, la generación de informes y la optimización. También puede proporcionar un foro de conocimiento para la resolución de autoservicio de solicitudes repetidas o en curso.
¿Cuáles son los beneficios del software de asistencia técnica?
Los beneficios del software de asistencia técnica incluyen una resolución más rápida de problemas tecnológicos, mayor satisfacción del cliente, aumento de los ingresos, aumento de la productividad y mayor satisfacción en el trabajo.
¿Por qué es importante el software de asistencia técnica?
El software de asistencia técnica es importante porque unifica todas las comunicaciones y registros sobre los problemas de soporte, proporcionando un sistema único para comunicarse, controlar, administrar y analizar los problemas de manera efectiva.
¿No buscas una herramienta de soporte técnico? Echa un vistazo a nuestras otras listas de los mejores programas para administrar equipos, recursos y proyectos.
- Control de errores/bugs: si gran parte del tráfico de tu asistencia técnica es por informes de errores, tal vez sea el momento de comenzar a invertir en herramientas de control de errores como DoneDone, Trackduck o DebugMe.
- Herramientas de comunicación: a veces los problemas se reducen a una mala comunicación entre equipos y departamentos. Si ese tu caso, implementa herramientas de comunicación que se adapten a las necesidades únicas de la empresa.
- Software de colaboración: la colaboración perfecta entre proyectos, departamentos, compañeros de equipo y clientes garantiza que las cosas funcionen sin problemas de principio a fin; Asegúrate de revisar nuestras sugerencias para 10 herramientas de colaboración en línea, si aún no lo has hecho.
Esto te ayudará a comparar y evaluar rápidamente el mejor software de help desk, incluido el software de asistencia técnica de ‘tickets’ a soporte y el software de asistencia técnica de TI.
A medida que nuestros lugares de trabajo se interconectan más, el software de asistencia técnica se vuelve más útil que nunca en una amplia gama de aplicaciones. Los equipos de productos, los estudios de desarrollo, las empresas de comercio electrónico y muchos otros tipos de equipos están adoptando sistemas de tickets que optimizan la forma en la cual manejan el servicio al cliente y el soporte de TI.

Compara y Evalúa Rápidamente las 10 Mejores Soluciones de Software de Helpdesk
Hay dos tipos principales de software de asistencia técnica: aquellos destinados a ayudar a los empleados y aquellos destinados a ayudar a los clientes. Ambos son importantes y, dependiendo de tus necesidades, es posible que te sientas atraído por las herramientas que aborda uno u otro, o ambos. ¿Por qué necesitas software de soporte de TI? Se ha demostrado que mejorar el “recorrido del cliente” aumenta los ingresos hasta en un 15%, al tiempo que aumenta la satisfacción del cliente en un 20%. Por otro lado, tus empleados internos pueden estar perdiendo hasta dos semanas de tiempo de trabajo por año debido a problemas de tecnología e informática.
Sabiendo esto, es fácil ver la importancia del software de soporte técnico para los clientes, el personal, o ambos. Un sólido centro de asistencia de TI puede ayudar a mantener contentos a los clientes, a identificar problemas y dirigirlos a las personas correctas para resolverlos, y también puede ayudar al equipo de soporte a administrar mejor su carga de trabajo.
Quizás te estés preguntando: Bien, entonces… ¿cuáles son los mejores programas de asistencia técnica? ¿Qué necesita mi equipo? ¿Cómo puedo tomar estas decisiones? Si bien definitivamente no podemos hacer integrar a cada grupo con la solución ideal de asistencia técnica, podemos ofrecer una revisión concisa del mejor software de administración de asistencia técnica disponible en la actualidad.
En esta publicación:
- Compartiremos las mejores herramientas de administración de servicios para que los incluyas en tu lista de software de asistencia técnica.
- Explicaremos qué son las herramientas de asistencia técnica de TI.
- Explicaremos cómo las herramientas de software de asistencia técnica pueden ayudarte a optimizar el servicio al cliente y / o empleado.
- Responderemos algunas preguntas frecuentes sobre las herramientas del sistema de soporte técnico.
- Te diremos lo que debes buscar en las herramientas de software de soporte de TI y te haremos saber nuestros criterios de evaluación.
Al final de este artículo, deberías tener una lista muy completa con algunas de los mejores programas de asistencia técnica del mercado. Así podrás tomar la decisión que mejor le convenga a tu empresa y tu equipo.

The Digital Project Manager es financiado por sus lectores. Cuando haces clic en los enlaces de nuestro sitio, podríamos ganar una comisión. Más información.
Una Lista del Mejor Software de Asistencia Técnica
Hemos buscado por doquier para reunir el mejor software de asistencia técnica de TI para ti. Ya sea que tus prioridades sean un sistema de tickets bastante sólido o una solución de servicio de asistencia integral, creo que hay algo para todos.
LiveAgent
Best help desk software for analytics and reporting
LiveAgent is for customer support teams of all sizes. The software collects and organizes customer queries from multiple channels, and enables agents to collaborate to resolve them.
The software has tons of useful help desk features. LiveAgent’s multi-channel ticketing system converts all received messages from social media, email, phone and live chat into tickets, and then organizes them according to importance. The software is collaborative, and eliminates account sharing, device and account monitoring, duplicate answers, and confusion. The software has powerful automation rules that can be either time-triggered, SLA triggered, or action triggered.
LiveAgent’s reporting and analytics features enable users to create comprehensive reports on agent availability, resolution times, rebukes, and more. The software also recognizes the need for self-service in customer support and enables users to create internal and external knowledge bases that are fully customizable and equipped with FAQs, feedback, suggestions, and forums.
The software’s UI is very clean and minimalistic, however, it does have quite a learning curve. Not to worry though, LiveAgent provides integrated guides so you can utilize the software in no time. The biggest pro of using LiveAgent is its price to value ratio. LiveAgent offers over 179 advanced help desk features and integrates with over 40 third party applications. The software is fully customizable– from general appearance and sounds to specific feature customization. The cons include a steep learning curve and limited mobile app capabilities.
LiveAgent supports both native and third-party integrations. Native integrations include but are not limited to Braintree, Slack, Instagram, Shopify and more. LiveAgent also provides built-in migration plugins that enable you to migrate data from your old help desk software into LiveAgent.
LiveAgent costs from $15/user/month. They also offer a free trial, a forever free account, and a product demo.
Zendesk
Best help desk software for productivity and customer experience
Zendesk is an easy-to-use customer service solution that’s sophisticated enough to meet complex needs and simple enough to let you get set up and running immediately.
Zendesk makes it easy for desk agents to track, prioritize, and respond to customers with one unified agent workspace that brings all conversations across web, mobile, and social channels together. With complete customer context, including more than 1000+ pre-built integrations from the Zendesk Apps Marketplace, agents have all the relevant customer details and interaction history to provide better, more personalized support.
Your team can customize the support environment based on use cases, such as software support, customer service, troubleshooting, and orders & shipping. Leverage built-in routing and intelligence to collect critical details and reduce data entry, and escalate issues to the agent best suited to help. Zendesk allows users to create knowledge base content for customers and a customized, mobile-responsive, help center.
Zendesk includes a reporting solution for ticket and support teams that allows access to real-time and historical data, and allows you to analyze your performance using pre-built dashboards that are pre-populated with useful metrics such as unresolved tickets, reopened tickets, and ticket resolution times. Users can also customize dashboards and charts, and share relevant dashboards to keep stakeholders in the loop about key insights and trends.
Zendesk starts at $19/user/month and offers a 14-day free trial.
HaloITSM
Best help desk software for enterprises
HaloITSM is a help desk solution that helps businesses streamline the incident lifecycle, from ticket creation to issue resolution. It enables professionals to update the status of incidents and view details including ticket ID, priority level, issue summary, and date created.
HaloITSM allows organizations to link new incidents with existing requests and share potential solutions with team members or end-users through the knowledge base. Managers can specify default values such as categories, priority, service-level agreements, or mailboxes before creating requests. Customer service agents can view upcoming tasks on a calendar and streamline approval processes by requesting validation on ticket creation or modifications.
HaloITSM facilitates integration with various third-party applications such as Microsoft Office 365, Azure DevOps, Microsoft Teams, Lansweeper, and more. Other features of HaloITSM include reporting, compliance management, status tracking, a self service portal, collaboration, and auditing. It also helps businesses generate maintenance requests, store asset details, and set validation rules across configuration fields using IP addresses or numeric passwords.
In addition, HaloITSM can serve as an enterprise service management solution allowing you to extend your workflows beyond IT and experience the benefits throughout the organization. HaloITSM enables teams to join together siloed service areas to create seamless processes and a great experience for users.
ManageEngine ServiceDesk Plus
Best helpdesk software for incident management processes
ServiceDesk Plus is a complete IT Service Management (ITSM) suite with built-in IT Asset Management (ITAM) and Configuration Management Database (CMDB) capabilities. With advanced ITSM functions, powerful automations, smart customizations, and easy-to-use capabilities, ServiceDesk Plus helps IT support teams easily deliver world-class service to end users at lower costs.
Features include strong incident management processes that help resolve incidents swiftly and improve agent productivity; comprehensive problem management features that enable IT teams to classify, analyze, and close issues as well as identify repetitive issues to close tickets faster; and a change management system that allows IT teams to implement IT changes with minimal risk through streamlined planning, approval, and implementation.
The tool also provides integrated knowledge management, virtual assistant, and AI capabilities, as well as effective SLA management with proactive and reactive escalations and escalation actions.
It offers various integration options, including Microsoft Outlook, Microsoft 365, Microsoft Teams, Jira, and more through REST APIs.
Pricing for ManageEngine ServiceDesk Plus starts at $12/per user/month for the standard plan. See further pricing plans on their pricing page.
Zoho Desk
Best context-aware help desk software with multi-channel capabilities
Zoho Desk is a cloud-based customer service application with contextual AI that helps your company build stronger relationships with customers.
Zoho Desk has great features for prioritizing, managing, and closing customer support tickets. Users have control over tickets submitted to the support team via email, phone, chat, social media, a self-service portal, forums, and web forms. All tickets are presented in one place, and team members can set priorities and close tickets in the preferred order.
The tool allows teams to create a Knowledge Base of customer support articles, so your team can quickly find appropriate solutions for customer tickets. Zoho Desk’s Help Center features also allow customers to create a ticket and track it online themselves.
Zoho Desk’s AI and automation features take into account an appropriate resolution time based on your business hours when a customer ticket is created. If those parameters are missed, the ticket will be escalated automatically. Tasks such as ticket assignment, service escalations, notification rules, live chat widget and time-based actions can be automated by setting workflow rules.
The tool provides detailed reports and analytics about your support center performance, such as the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.
The platform integrates with Zoho customer relationship management (CRM), as well as other Zoho Apps. The tool also offers an API for further integrations.
Pricing starts at $14/agent/month billed annually. Also has a freemium version up to 3 agents.
Salesforce Service Cloud
Best help desk software for cloud-based flexibility
Salesforce Service Cloud is a cloud-based customer service management solution designed for businesses looking to set up a flexible help desk program and initiate their customer service operations from anywhere.
Service Cloud is built on the Salesforce1 platform, and it aims to optimize and centralize customer service agent efforts, giving them the ability to manage cases and handle customer requests with a flexible and mobile approach. It was initially developed to provide proper support mobility for customer service professionals. The solution allows them to not only receive service requests but also provide high-quality support with omnichannel customer experience from anywhere. This means the platform is more than capable of serving as a truly mobile help desk solution for remote and hybrid teams. Using the Service Cloud console, support teams and agents can easily manage all their active cases with relative efficiency.
The platform comes with a Communities tool that empowers customers by giving them the ability to help themselves and others through the self-service approach. Service Cloud works as a help desk solution with self-service capabilities. Other Service Cloud features include a knowledge module that enables organizations to build their knowledge base. This knowledge base can then be utilized by customer support teams and customers alike to look for the answers they need at any given moment.
Salesforce Service Cloud also has a social service function that enables the help desk to be seamlessly integrated with various social media channels, further enhancing the customer service experience.
Pricing for the Salesforce Service Cloud starts from $25 per user/month with the Essentials package. This option supports a maximum of 10 users and is billed annually. A 14-day free trial is available.
SysAid
Best for its automation capabilities
SysAid is an ITSM, service desk & help desk software that offers all the ITIL essentials.
SysAid is all about automation, having ticket, task, self-service, and workflow automation features that let you set rules and watch things happen on their own. Task automation will route tickets to the right desk. Meanwhile, task automation will help you handle repetitive tasks like resetting printers, and workflow automation lets you set specific steps for processes like the onboarding of a new employee.
Other standout features include remote control to solve issues from the client’s machine, asset management to store important data within your tickets, and reporting so you can track KPIs and relevant stats.
SysAid has a marketplace where you can search for pre-built integrations that include software like Microsoft Teams, Jira, TeamViewer, Solarwinds, Azure, Slack, and thousands more through Zapier.
Pricing is available upon request and it offers a free trial.
FocalScope
Best for social media messaging integration
FocalScope is a unified help desk software that enables you to connect with customers more effectively via email, voice, live chat and social media.
With a focused workspace, agents can get a full view on every email ticket, owners and deadlines. Features like quick-reply, canned responses, and internal notes boost productivity, while collision alerts prevent duplicate work and confusion. While its highly intuitive interface builds familiarity quickly, FocalScope also comes with unique on-the-job training features that provide full oversight on new or struggling agents. Feature guides, tutorials, and user manuals are also available via their website.
Having live chat and messaging apps Facebook, Telegram and WhatsApp makes it convenient for customers to reach you on their preferred channels. FocalScope keeps you organised, while chatbots are available for automating basic enquiries and diverting traffic to a self-serve knowledge base.
FocalScope’s fully-integrated voice solution lets you create an entire phone experience using built-in text-to-speech within minutes. Customise everything from the text, voice, and accent to produce high-quality nested IVRs, FAQs and surveys—without voice talents or fancy equipment.
To tackle enquiries coming from all fronts, you can route tasks based on your business hours, shift timings, and agent skillsets. Manage individual SLAs or KPIs through a series of automatic time-based triggers: flag aging tickets, alert supervisors, or escalate to a dedicated team.
On data analytics, FocalScope provides over 70 pre-built live dashboards and reporting templates where you can measure KPIs like ticket response time, CSAT scores, agent performance, and/or SLA compliance. Alternatively, you can also customise your own at no extra cost.
FocalScope integrates with your internal systems and common apps like Salesforce, Shopify, and Microsoft Teams. Travel management companies will benefit from their Sabre, Travelport and Amadeus integrations. The tool also offers open APIs for building your own integrations.
FocalScope starts at $9/agent/month (up to 2 agents) and comes with a 30-day free trial.
Freshdesk
Best for its omnichannel approach to customer service
Freshdesk is a SaaS-based online helpdesk software by Freshworks that helps you provide customer support to your customers through the ticketing, collaboration, and automation features available in the platform. This helpdesk software converts requests from email, phone, chat, and social communication channels into tickets and unifies the ticket resolution of all collected tickets via its omnichannel capabilities.
In addition to the omnichannel support for tickets, Freshdesk also lets you automate workflows, leverage an AI-powered chatbot, manage SLAs, and measure metrics to stay on top of customer support. Freshdesk focuses on helping customers by automating the customer service experience through chatbots and introducing self-service portals. This helps resolve some of the most common issues that customers tend to bring up, letting dedicated staff focus on more difficult issues that a FAQ section or chatbot support cannot fix.
Further, this is a versatile system that offers a good-enough array of features even to subscribers of its free plan. Users who pay get access to the app marketplace and a gamut of functionalities that include an audit log, assist and email bots, round-robin routing, and access to AI-powered social signals. One feature worth mentioning in the free plan is the built-in analytics and reporting functionality; it keeps a record of all the tickets to allow you to proactively prevent the same issue from reoccurring.
Integrations for this software include apps like Slack, Jira, Google Calendar, Analytics, and Mailchimp. You can access all integrations through the Freshworks Neo platform, which offers a marketplace and other services.
This solution is available for both desktop and mobile use through the web browser and iOS and Android mobile applications, respectively.
Wrike
Best help desk software for cross-departmental collaboration
Wrike is a help desk tool trusted by 20,000+ organizations worldwide and is suitable for any size team. Wrike’s powerful automation engine promises to improve engagement, lead to better customer support, and foster good relationships with clients and other team members. Easily set up request forms that auto-assign tasks, allowing each ticket to be tracked through to completion.
Wrike’s simple interface updates in real-time, so your help desk team can stay on top of new tasks and adjusted information at all times. Instant @mentions and live editing capabilities mean any queries are ironed out quickly, and issues can be resolved in an efficient manner. Customizable workload views allow each team member to choose the way of working that suits them best.
Wrike has an easy-to-use, intuitive interface that allows team members to start helping clients without having to avail of in-person training themselves. Wrike also simplifies team collaboration with instinctive navigation between distinct spaces, folders, and tasks. Wrike has a dedicated help center with interactive training, videos, a ‘getting started’ guide, and a thriving community.
Wrike includes over 400 integrations, including the most popular file management software from Microsoft, Slack, Google Drive, and Dropbox, as well as Microsoft Excel and Project. You can check if the application your team needs is in Wrike’s app directory for seamless integration.
Start free with Wrike, no matter how big your team is. Or, try a free 14-day trial of Wrike’s more advanced features and customization. Paid plans start at $9.80/user/month.
Die beste Vergleichstabelle für Helpdesk-Software
Tool | Free Option | Price | ||
---|---|---|---|---|
1 | LiveAgent Best help desk software for analytics and reporting | 7-day free trial | From $12/agent/month | Visit Website |
2 | Zendesk Best help desk software for productivity and customer experience | 14-day free trial | From $25/user/month | Visit Website |
3 | HaloITSM Best help desk software for enterprises | 30-day free trial | $29/user/month | Visit Website |
4 | ManageEngine ServiceDesk Plus Best helpdesk software for incident management processes | Free demo | Customized price upon request | Visit Website |
5 | Zoho Desk Best context-aware help desk software with multi-channel capabilities | 15-day free trial available | From $20/agent/month | Visit Website |
6 | Salesforce Service Cloud Best help desk software for cloud-based flexibility | 14-day free trial | From $25/user/month (billed annually) | Visit Website |
7 | SysAid Best for its automation capabilities | 30-day free trial | $1211 for 500 assets | Visit Website |
8 | FocalScope Best for social media messaging integration | 30 days free trial | From $9/agent/month | Visit Website |
9 | Freshdesk Best for its omnichannel approach to customer service | 21-day free trial | From $18 /agent/month | Visit Website |
10 | Wrike Best help desk software for cross-departmental collaboration | Free plan available | From $9.80/user/month | Visit Website |
Criterios Comparativos de Software de Asistencia Técnica
¿Qué criterios utilizamos para determinar el mejor software de asistencia técnica de TI? ¿Qué significa tener un software de soporte que destaca sobre el resto? ¿Cómo evaluamos los sistemas de tickets de asistencia técnica en nuestra comparación de los sistemas de tickets?
Nos gusta ser completamente transparentes en nuestros métodos de evaluación, por lo que hemos desglosado el quién, qué, dónde, por qué y cómo, aquí y ahora para ti.
- Interfaz de usuario (IU): ¿Qué tan bien diseñado está el software de soporte técnico? ¿Ofrece vistas claras y navegación intuitiva? ¿Es estéticamente agradable o sólo para negocios? ¿A quién está dirigida la IU y de verdad logran ser de agrado para sus usuarios?
- Usabilidad: ¿Es fácil de aprender y dominar? ¿Hay tutoriales y capacitación? ¿Qué soporte técnico y de usuario ofrece la compañía de software?
- Integraciones: ¿Es fácil conectarse con otras herramientas? ¿Hay integraciones por defecto? ¿Cuántas integraciones hay disponibles y qué tan fáciles (o costosas) son de implementar?
- Relación calidad-precio: ¿Cuánto cuesta? ¿Hay diferentes niveles? ¿A qué características se tiene acceso en cada etapa?
- Características y funcionalidad: ¿Cuántas de las características y funciones clave del software del servicio de asistencia técnica ofrece, y qué tan potentes son? Específicamente, busqué:
- Sistema de emisión de entradas multicanal: las herramientas deberían tener un software de administración de tickets bastante bueno. Deben agilizar los tickets desde múltiples fuentes para que puedas comunicarte a través de varios canales (correo electrónico, teléfono, etc.) desde un solo lugar. Debería ayudarte a administrar estos tickets de transmisión al permitirte etiquetar, categorizar, priorizar y asignar automáticamente los tickets entrantes desde cualquier canal. Comparativa del sistema de tickets del software de asistencia técnica entre niveles de productos.
- Colaboración: las herramientas deben mantener a los usuarios informados acerca de los propietarios de tickets, estados, respuestas y prioridades para ayudar a sincronizar los esfuerzos del equipo.
- Automatizaciones: los sistemas de asistencia técnica deberían ofrecer la capacidad de establecer activadores basados ??en el tiempo y en eventos, así como flujos de trabajo personalizados con automatizaciones que enrutan los tickets al usuario adecuado para obtener la mejor respuesta.
- Informes y análisis: el sistema de asistencia técnica debe ofrecer paneles de control configurables que muestren datos clave de la asistencia técnica, así como informes en vivo para obtener una vista panorámica de las operaciones actuales.
- Sistema de gestión del conocimiento: ITSM utiliza un repositorio de problemas resueltos previamente. Puede ser un sitio web público de autoservicio para clientes o un repositorio interno para técnicos y representantes de servicio al cliente. Debe incorporar tecnologías de búsqueda avanzada (como sugerencias automáticas) para ayudar a los usuarios a encontrar respuestas rápidamente.
Más Programas de Asistencia Técnica
¿No estás interesado en ninguno de los recursos anteriores? Tienes suerte. Siempre hay docenas de otras herramientas de software de soporte de TI y de asistencia técnica para tu empresa. Las siguientes opciones de software de asistencia técnica son solo unas pocas, pero si continuas bucando, de seguro descubrirás más. No tengas miedo de invertir mucho tiempo en investigación y desarrollo. Recuerda, sólo debes conformarse con la herramienta que sea absolutamente adecuada para ti y tu equipo.
- InvGate
Best enterprise level service desk
- Hiver
Best help desk software for G Suite users
- EngageBay
Best for creating personalized ticket views
- Freshservice
Best IT service desk for beginners
- HubSpot
Best conversational customer support chat bot
- Freshchat
Best free helpdesk software plan for large businesses
- Freshdesk
Best enterprise helpdesk software
- ServiceDesk Plus
Best support software for building ITSM workflows
- ManageEngine Service Desk Plus
Best customer portal & self-service features
- Jitbit Helpdesk
Best email ticketing system for medium and large businesses
¿Necesitas Ayuda Para Reducir las Opciones?
Esta herramienta es bastante útil. Nos hemos asociado con Crozdesk para brindarte acceso a su “Buscador de software”.
Si ingresas algunos de los detalles sobre tu proyecto y las funciones que buscas en una herramienta de administración de proyectos, generará una lista de herramientas que coinciden con tus preferencias. Sólo debes proporcionar tu correo electrónico y te enviarán una bonita guía en PDF con un resumen de las mejores coincidencias.
¿Qué Opinas Sobre Estas Grandes Soluciones de Asistencia Técnica?
Hay muchos sistemas de asistencia técnica para escoger. El verdadero problema es encontrar el mejor para cada quien. Una vez que tengas tu lista de ‘Funcionalidades Obligatorias”, puedes comenzar a reducir las opciones, comparándolas entre sí.
¿Crees que hay algo que debería estar en nuestra lista pero nos faltó? ¿Tienes alguna experiencia con alguno de estos programas que te gustaría compartir con nostoros? ¡Participa en los comentarios! Nos encantaría saber qué piensas.