14 Meilleurs Logiciels de Help Desk Gratuits pour les Équipes CX en 2026

Hiver is software that adds help desk functionality to your Gmail inbox. This means you can run support without any extra software or tools. When you install the plugin, you see a set of extra options in your Gmail sidebar. Managers can use this to assign inbound messages to members of their support team.

They can also add notes to this contact to provide further details. Agents can easily see all their assigned tickets in the inbox. They can also collaborate on replies by leaving notes and tagging other team members. It’s also easy for agents to see when someone is working on a particular ticket, therefore reducing the chances of collisions. Once agents finish support, they can easily mark tickets as closed.

The tool also supports automation. You can assign tickets to particular agents when the message contains a keyword related to their area of expertise. Or you can use round-robin rules to evenly distribute tickets to active agents.

Pricing starts at $19 per agent per month. You need to sign up for the pro or elite plan to access advanced features like analytics or round robin ticket assignments.

Front is a customer operations platform designed to facilitate team collaboration and manage communications across various channels. It stands out as a tool for collaborative customer service by combining the efficiency of a help desk with the personal touch of email, enabling teams to maintain strong customer relationships and improve operational efficiency.

I chose Front as a tool for 'free help desk software' because it offers a unique approach to managing customer interactions across various channels, including email, live chats, and SMS texts. Its collaborative hub stands out by enabling teams to work together seamlessly, which is essential for delivering exceptional customer service. I believe Front is best for collaborative customer service because it provides a single view of every customer, which is crucial for personal and efficient support.

Front provides a customer operations platform with a shared inbox that allows for team collaboration and efficient management of customer communications. It features omnichannel capabilities, enabling businesses to handle messages from various channels in one place. The platform also offers insights and analytics to track performance, automated workflows to save time, and a knowledge base to support customer self-service. Live chat functionality and integrations with other tools enhance the overall customer service experience.

Pricing for Front starts at $19/user/month for their Starter plan when billed annually, which supports up to 10 user seats.

Zoho Desk is a cloud-based help desk solution that helps you manage support tickets through a customer service portal. The software collects interactions received by email, phone, chat, social media, or forms. Features include ticket assignment, notification rules, service escalations, and time-based actions.

You can set workflow rules to reduce the need for human intervention, schedule reports, and measure customer happiness rates. A graphical dashboard makes it easy to analyze customer satisfaction levels. You can also customize the system by renaming tabs, adding new departments, or customizing email templates.

This tool integrates with business applications such as Google Workspace, ScreenMagic, Jira, Slack, and Salesforce.

ZohoDesk offers a free plan for up to three agents.

Tidio is a live chat software solution that helps customer experience teams cater to customer needs and queries. The cloud-based platform includes a ticketing system, knowledge base, chatbot builder, and live chat tool. It provides detailed insights into customer interactions, helping customer experience teams identify areas for improvement.

Tidio's platform is designed to help customer experience teams manage all aspects of the customer journey, from first contact to resolution. Its chatbots automate repetitive tasks such as providing information about product availability or answering FAQs, allowing users to provide 24/7 customer support.

Tidio also offers human agent assistance which helps resolve more complex issues. Its live chat feature can track data and analyze customer behavior, which can help you improve the customer experience. Additionally, you can use this feature to proactively reach out to customers and offer them help before they even have to ask for it. Finally, Tidio’s ticketing system allows you to prioritize inquiries and ensure that all customers receive a response on time.

Tidio offers 25+ integrations, including email integration, which is helpful for having multiple email inboxes. Integrations include Zendesk, Google Analytics, Pipedrive, Mailchimp, OpenCart, and thousands more through Zapier.

Pricing for Tidio starts at $25/month and offers a 7-day free trial.

Missive is a shared inbox platform that helps customer support teams manage conversations from multiple channels in one place. It combines email, chat, and tasks into a single workspace so your team can handle customer inquiries collaboratively without switching between tools. It’s especially useful for small CX teams that rely heavily on email but need visibility and accountability across messages.

The software supports team inboxes that let multiple users view, assign, and collaborate on customer conversations. You can also turn emails into tasks to track resolutions, ensuring that nothing slips through the cracks. Internal chat threads within email conversations make it easy to discuss customer issues without forwarding or copying messages elsewhere.

Missive’s automation tools help speed up repetitive actions, while AI features assist with drafting and organizing messages. You can also manage multiple accounts and communication channels, including SMS and social media, from a unified inbox. Security measures like SOC 2 compliance, single sign-on, and two-factor authentication provide an extra layer of data protection for your team and customers.

A 30-day free trial is available, and paid plans start from $14 per user per month (billed annually, minimum 5 seats).

ServiceDesk Plus is the full-stack service management software for enterprises from ManageEngine. It provides a wide range of IT solutions that support IT service management (ITSM) workflows, no-code customizations, advanced reporting, native integrations, and smart automation.

One of the key features of ServiceDesk Plus is its 13 distinct ITIL4-compatible practices including incident management, change enablement, and request management to help you improve your operations. The software also comes with comprehensive problem management features that provide IT support teams the ability to categorize, analyze, and resolve issues, while also identifying issues that are similar or repetitive so they can close tickets at a much faster pace.

The platform’s change management system is another feature that is designed to help IT teams better implement IT modifications with reduced risk, thanks to more streamlined planning, approval, and implementation processes. ServiceDesk Plus also has an integrated knowledge management system, a virtual assistant feature, and AI capabilities.

On the client side, the platform offers self-service portals where people can create requests and follow up on the status. It also has a live chat for real-time support, a knowledge base where you can record solutions to common problems for users, and help desk mobile apps that can help you get support whenever you need it.

Other capabilities of ServiceDesk Plus include automatic ticket routing, and escalation rule creation to avoid SLA violations.

ProProfs Help Desk is a customer service tool that helps support teams keep track of customer request issues. Managers can prioritize, assign, and label tickets to ensure they are handled most appropriately.

Core features include a shared inbox, canned responses, collaborative email, ticket prioritization, and reporting. You can apply filters and sort by labels, assignees, milestones, status, or workflow configuration.

You can also use Round-Robin or advanced ticket assignment to ensure that tickets are evenly distributed. The Gmail-style interface ensures that agents will feel comfortable using the system.

This tool integrates with business tools such as Survey Maker, Chat, and Knowledge Base.

ProProfs allows you to start with a free plan and upgrade when you are ready.

It lets customers contact your support team from within your product or website, as well as via channels like social media and email. Meanwhile, agents can access important customer information such as past conversations and issue details. The stand out features are all the self-help options.

You can add resources to your chat widget and even customize what shows up depending on the page.Or you can use proactive support functionality to solve customer problems before they even occur. For example, you can send automated messages when users perform a particular action, such as spending a certain amount of time on a particular page.

Other self-help options include the ability to create product tours to help people get up to speed with your features, and automated messages that go out when customers show signs of struggling with your product.

The tool also has plenty of features that streamline live help. These include a help desk ticketing system, collaboration, ticket routing, and templated responses.

Intercom has a starter plan for very small businesses that costs $74 per month when billed annually. Larger businesses should contact the sales team for pricing information.

Spiceworks is a customer support system that combines a help desk and network monitoring. Designed for system administrators and IT professionals, it manages customer tickets, provides omnichannel support, and tracks agents’ performance.

Any support agent can monitor IT incidents and track changes in the network. They can manage tickets on their Android or iOS phones using the provided app.

Managers can control everything from a central dashboard and track key performance metrics. The software is available in both cloud-based and on-premise versions.

This tool integrates with business applications such as Microsoft Dynamics 365.

Spiceworks is free with no restrictions on usage.

HelpDesk is easy-to-use software with all the features you need to manage support. The tool brings email, messaging, and chat into a single dashboard so you can respond to communication easily. And it gives each agent full visibility into the customer’s support history to provide context into their issues.

I like the collaboration features. They make it easy for agents to tag other people in a post to get specialist help. And these conversations are clearly marked as private so you know the customer can’t see it. It’s also easy for agents to see when people are already working on a ticket to avoid collisions.

The tool has several automation features that speed up support. A useful one is that you can automate replies based on keywords in the message. For example, if the text contains the word “refund,” you can automatically send a message with instructions about how to request a refund.

Other time-saving features include the ability to create templated responses and perform bulk actions.HelpDesk connects with Zapier to enable integrations.

It costs $34 per agent per month for the team plan. This also comes with unlimited viewer roles. You can sign up for a free trial on the website.