Top-notch service must be a priority for any company hoping to offer an optimal customer experience. Of course, customer service software can be a great asset in that respect, ensuring that inquiries are responded to promptly and effectively.
But the costs can soon add up, especially if you pay per user. So if you could enjoy the benefits of help desk software without paying through the nose, that would be a significant plus, right?
Fortunately, you can do just that. In this article, I’m reviewing the best free help desk software to help you save money while still managing customers efficiently. I’ll show you what’s available and discuss what makes each tool special.
Free Help Desk Software Shortlist
Here’s the list of the best tools that I’ll cover in this article.
What do I look for when selecting the best free help desk system? Here’s a summary of my evaluation criteria:
User Interface (UI): I look for ticketing software that everyone from support agents to senior managers can get to grips with easily.
Usability: I’m seeking tools that help you find the features you need in just a few clicks.
Integrations: I expect help desk software to integrate with sales, marketing, and business software platforms.
Value for $: I look for apps that are affordable, regardless of how many agents are using the system.
help desk Software Key Features
When evaluating customer service ticketing systems for this blog, I’m looking for tools that offer most or all of the following:
Multiple points of contact: Customers and prospects should be able to get in touch through various channels such as phone, email, social media, and chat.
Problem escalation: Customer issues that cannot be resolved on first contact should be moved up the management ladder until the case is closed in a satisfactory way.
Ticketing management: Organizing inquiries into tickets and tracking their progress from receipt to resolution.
Dashboards: A clear overview of current activities that allows agents and managers to understand what needs attention next.
Knowledge base: The ability to compile documentation into a form that can be easily accessed by agents or used in a self-service manner by customers.
Automation: Eliminating repetitive or routine tasks by taking care of them on autopilot. For example, converting inquiry emails into customer tickets.
Analytics: Visual representation of customer service activity that highlights key metrics and isolates potential problem areas.
Surveys: The ability to poll customers to determine their satisfaction with the level of customer service received.
Performance tracking: Monitoring key metrics such as time from first contact to resolution, resolution rate per agent, etc.
Access management: Allowing different levels of access for agents, support team leaders, and managers.
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Overviews Of The 10 Best Free Help desk Software Solutions
Here’s a brief description of each free help desk app to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface.
1. Zoho Desk – Best for omnichannel customer service software
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.
Using HubSpot’s help desk software, you can capture, organize, and track all customer inquiries in one dashboard. You can easily track metrics such as agent response time and support ticket volume. The routing and automation features reduce manual data entry and improve efficiency.
The system automatically converts customer emails or chats into tickets and routes them to the right person. Requests can be prioritized so that critical issues are handled first. You can also assign owners to individual tickets and organize them into a personal pipeline of work.
This tool integrates with software applications such as Salesforce, Survey Monkey, HotJar, and GoToWebinar.
Jira Service Management is an enhanced version of what was previously Jira Service Desk. Customers and employees get an intuitive, self-service portal where they can get help fast.
You can track, triage, and assign incoming requests from multiple sources and define service level agreements. Using conversational ticketing, team members can get assistance via Slack, with all interactions tracked effectively.
You get full context on customer needs through linked issues and associated assets. Incidents can be escalated and routed to the right people to fix problems promptly and ensure the best customer service.
This tool integrates with CircleCI, Jenkins, and Amazon Web Services.
An ‘always free’ plan is available for up to 3 agents.
4. Freshdesk – Best for a free upgrade from email support
Freshdesk is a ticketing system that converts all incoming emails and social media conversations into tickets. Thanks to the built-in workflow automations, you can simplify ticket routing and assign tickets to the right people.
Agents can change ticket status and priority as required, as well as collaborate with other team members directly from the ticket interface. Using the knowledge base, customers can find answers to their questions so that agents are free to focus on more complex matters.
The software keeps track of critical metrics relating to ticket creation, deletion, and lifecycle. You can also monitor real-time trends in the dashboard to identify bottlenecks before they become serious.
This help desk tool integrates with popular apps such as Whatsapp, Slack, Shopify, and Microsoft Teams.
5. Raiseaticket – Best for multiple service level agreements
Raiseaticket is a cloud-based help desk platform that organizes communications between customers and support agents. The software offers workflows to eliminate cluttered mailboxes and unaddressed support request issues. It also provides data-driven performance insights, data summarization, and quantifiable metrics.
You can assign tickets to teams or agents, attach files, add notes, and track the time spent on each ticket. Both email and portal-originated communications can be managed through a unified system. Raiseaticket allows you to create different SLAs for different customers.
Raiseaticket offers a free plan that includes a comprehensive range of features.
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.
7. ngDesk – Best for combining sales, support, and marketing
The ngDesk customer ticketing system is designed for productivity and teamwork. Using this software, you can assign, prioritize, link, and tag tickets.
The all-in-one ticketing page gives agents everything they need to resolve issues in a single place. They can view critical data in their dashboard, use premade responses, and keep track of tickets as they progress through the system.
Managers can customize ngDesk by creating special fields, layouts, and workflows that maximize efficiency. They can also personalize the logos, colors, and titles.
This tool integrates with business platforms such as Facebook Lead Ads, Slack, Quickbooks, Google Sheets, and Google Docs.
ngDesk offers a cloud plan that is free for unlimited users.
8. Spiceworks – Best help desk software for IT teams
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.
10. Odoo – Best for a kanban view of customer support activity
Odoo help desk helps you prioritize, track and solve all customer support tickets. You can organize tickets the way you want and evaluate them using the Kanban view. It’s easy to understand your team’s workload or check the status of a ticket according to custom-tailored SLA rules.
The software supports multiple channels out of the box. Incoming emails and web forms are turned into tickets, while the live chat plugin gives service directly on your website. Tickets can be escalated to a manager in a single click, while canned responses can be used to provide instant answers in live chat conversations.
This tool integrates with popular business platforms such as HubSpot, Microsoft Outlook, Slack, and Google apps.
Odoo help desk is free forever for an unlimited number of users.
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Other Free Help Desk Software Options
Here are a few more that didn’t make the top list.
So is free and open-source help desk software up to the mark, or should you pony up for a paid service? Let us know what you think in the comments below.
If you found this article on the best help desk software helpful, you might also like our blog posts on the best customer support software. With the right free help desk software, you can turn customers into raving fans. And that means you will be on course for unstoppable success!
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