Best Help Desk Software

Help Desk Software Reviews

Using our comprehensive methodology, we began with a list of 58 vendors offering help desk software and narrowed it down to the top contenders. We compared these solutions based on key features, pricing, reputations, and customer support to identify the best options. Below is our guide to the top help desk software solutions in each category and insights into what makes these platforms stand out.

Zendesk – Best for Scalable Customer Support

Zendesk is a leading help desk software and was created to make customer support easier for companies of all kinds. It offers a complete platform for effectively managing customer interactions, regardless of the size of your business. Zendesk’s strong automation, self-service features, and multi-channel customer communication enable teams to provide quick, easy assistance while improving overall customer satisfaction.

Zendesk features

• Ticket & Case Management – System for tracking, prioritizing, and resolving customer inquiries.
• Automation & Workflow – AI-powered tools, macros, and triggers to streamline repetitive tasks.
• Self-Service & Knowledge Base – Customizable help center with AI-powered article suggestions.
• Reporting & Analytics – Detailed metrics with dashboards, customer satisfaction score (CSAT) surveys, and service level agreement (SLA) tracking.
• Communication & Multi-Channel Support – Unified support across email, live chat, phone, and social media.

How Zendesk pricing works

Zendesk offers multiple pricing tiers to cater to different business needs, with a 14-day trial to test out its features. Zendesk’s pricing starts at $69 per agent per month for the Suite Team plan, with more advanced features available in higher tiers: Suite Growth at $115, Suite Professional at $149, and Suite Enterprise at $219 per agent per month.

Zendesk also offers a “build your own” pricing structure where the plans start at $25 per month per agent for the Support Team plan, $69 per month for the Support Professional plan, and $149 per month for the Support Enterprise plan.

What markets does Zendesk serve?

For companies looking for a flexible and scalable help desk solution, Zendesk is ideal. It is an excellent option for businesses that value productivity and customer experience because of its multi-channel support, automation features, and comprehensive reporting. Even though some of its more advanced features are limited to premium accounts, Zendesk is still a great choice for businesses needing a strong and dependable customer service platform.

Freshdesk – Best for Cost-Effective Customer Support

Freshdesk, developed by Freshworks, is a feature-rich and easy-to-use help desk program for companies of all sizes. Freshdesk, which is well-known for its scalability and affordability, streamlines multi-channel communication, automation, and ticket management to improve customer support. It also reduces manual labor, enabling support teams to respond quickly and effectively with AI-powered tools and a strong self-service platform.

Freshdesk features

• Ticket & Case Management – Converts customer inquiries from multiple channels into trackable tickets.
• Automation & Workflow – AI-powered ticket assignment, pre-built response templates, and workflow automation.
• Self-Service & Knowledge Base – Customizable help center and AI-driven article recommendations.
• Reporting & Analytics – Pre-built and custom dashboards to track performance and customer satisfaction.
• Communication & Multi-Channel Support – Unified support across email, phone, live chat, social media, and messaging apps.

How Freshdesk pricing works

Freshdesk offers flexible pricing, with a Free plan for up to two agents to start and a 14-day free trial. The paid plans include the Growth plan, which costs $18 per agent per month; the Pro plan, which costs $59 per month; and the Enterprise plan, which costs $95 per month. These plans offer progressively more sophisticated capabilities, including AI-powered automation, sophisticated analytics, and customizable workflows.

What markets does Freshdesk serve?

Freshdesk is a great option for small to mid-sized businesses and growing enterprises that are seeking a cost-effective yet powerful help desk solution. Its user-friendly design, automation features, and multi-channel support make it an excellent choice for companies that value productivity and client happiness without the high expenses of enterprise-level platforms.

Zoho Desk – Best for Customizable Support

Zoho Desk is a robust and flexible help desk program made to improve customer service operations for companies of all sizes. With its strong automation, AI-powered insights, and extensive customization capabilities, Zoho Desk offers a smooth self-service experience while effectively assisting teams in managing their ticketing system. It is a great option for companies wishing to expand their support operations because of its low cost and compatibility with the Zoho ecosystem.

Zoho Desk features

• Ticket & Case Management – Centralized system to track, prioritize, and resolve customer issues.
• Automation & Workflow – AI-driven ticket assignment, workflow rules, and automated escalation.
• Self-Service & Knowledge Base – Customizable help center with AI-powered article suggestions.
• Reporting & Analytics – Pre-build reports, custom dashboards, and performance tracking.
• Communication & Multi-Channel Support – Supports email, phone, live chat, social media, and web forms with a built-in call center.

How Zoho Desk pricing works

Zoho Desk is perfect for smaller teams because it provides a Free plan for up to three agents. The Express plan costs $9 per user per month, the Standard plan costs $20, the Professional plan costs $35, and the Enterprise plan costs $50 per user per month. Zoho Desk provides a free 15-day trial to try out its features before selecting a package.

What markets does Zoho Desk serve?

Zoho Desk is perfect for expanding companies and enterprises seeking an affordable, scalable, and open-source help desk solution with extensive customization and automation. Businesses using Zoho products find it particularly appealing due to its integration with third-party apps and Zoho’s ecosystem.

Jira Service Management – Best for IT Teams

Jira Service Management, developed by Atlassian, is a powerful IT help desk and service management solution designed for IT teams and enterprise service management. Deep integration into Jira Software, powerful automation, and Information Technology Infrastructure Library (ITIL)-certified processes help businesses manage incidents, service requests, and change management efficiently. Its flexibility and scalability make it a top choice for organizations that need an advanced, developer-friendly service desk.

Jira Service Management features

• Ticket & Case Management – Centralized tracking and prioritization of IT and service requests.
• Automation & Workflow – No-code and AI-powered automation to streamline repetitive tasks.
• Self-Service & Knowledge Base – Integrated knowledge base powered by Confluence for self-help resources.
• Reporting & Analytics – Custom dashboards, SLA tracking, and detailed performance reports.
• Communication & Multi-Channel Support – Supports email, chat, and integrations with Slack and Microsoft Teams collaboration tools.

How Jira Service Management pricing works

Jira Service Management offers a Free plan for up to three agents, with a free trial ranging from 14 to 30 days, depending on the plan you choose to try. Paid plans start with the Standard plan at $19.04 per month per agent, the Premium plan at $47.82, and the Enterprise plan requiring a custom quote.

What markets does Jira Service Management serve?

Jira Service Management is perfect for IT teams and businesses that want a scalable, ITIL-compliant service desk. Because of its strong automation, deep connection with Jira Software, and sophisticated incident and change management, it is a top option for businesses that need an adaptable and developer-friendly IT Service Management (ITSM) solution.

SysAid – Best for IT Service Management

SysAid is a complete help desk and IT service management (ITSM) solution that simplifies IT support operations. With its robust automation, self-service features, and integrated asset management, SysAid helps IT professionals reduce manual labor and solve problems more quickly. It is a great option for businesses trying to increase the effectiveness of IT service delivery because of its ITIL-aligned procedures.

SysAid features

• Ticket & User Management – IT ticketing system with priority management and SLA tracking.
• Automation & Workflow – Automates ticket assignment, approvals, and growth to reduce manual work.
• Self-Service & Knowledge Base – Customizable self-service portal for users to submit tickets and find solutions.
• Reporting & Analytics – Detailed IT performance tracking with dashboards and SLA reports.
• Communication & Multi-Channel Support – Supports email, chat, and a self-service portal for streamlined communication.

How SysAid pricing works

SysAid offers custom pricing based on business size and specific requirements, and a 30-day free trial. It provides Cloud-based and On-Premises options, with tiered pricing. Organizations can request a custom quote to tailor the solution to their needs.

What markets does SysAid serve?

SysAid is the best option for IT departments in mid-sized and corporate businesses seeking a complete ITSM solution with integrated asset management. Although some adjustments may be necessary, the interface’s robust automation, self-service features, and ITIL-compliant workflows make it an excellent option for IT organizations looking to boost productivity and service quality.

InvGate Service – Best for Workflow Automation

InvGate Service is a strong IT service management and help desk software designed for mid-sized and large businesses. With a focus on ITIL-compliant processes, workflow automation, and an easy-to-use interface, InvGate assists IT teams in effectively managing incidents, service requests, and asset monitoring. It is a great option for businesses that optimize IT operations because of its integrated analytics and no-code workflow builder.

InvGate Service features

• Ticket & Case Management – Request management with SLA tracking and approval workflows.
• Automation & Workflow – No-code automation for ticket routing, growth, and approvals.
• Self-Service & Knowledge Base – AI-powered self-service portal with knowledge base integration.
• Reporting & Analytics – Real-time dashboards and detailed reports on service performance.
• Communication & Multi-Channel Support – Supports email, chat, and a user-friendly self-service portal.

How InvGate Service pricing works

InvGate Service offers three plans: the Starter plan for $17 per agent per month, the Pro plan for $40, and the Enterprise plan requiring a custom quote. The platform also offers a 30-day free trial before committing to a plan.

What markets does InvGate Service serve?

For IT teams and businesses looking for an ITSM platform with robust automation and process customization, InvGate Service is a great option. It might not have as many third-party integrations as some of its competitors, but its ITIL-compliant structure, automation tools, and user-friendly help desk tool design make it an excellent choice for businesses trying to maximize service delivery.

Gorgias – Best for E-Commerce Customer Support

Gorgias is a help desk program designed specifically for e-commerce companies that offer seamless customer service across various channels. Gorgias, which is designed with extensive integrations for Shopify, Magento, and BigCommerce, helps online retailers handle tickets effectively, automate responses, and increase sales through support agents’ conversations. Multi-channel messaging and AI-powered automation enable e-commerce teams to provide prompt, individualized customer service.

Gorgias features

• Ticket & Case Management – Help desk ticketing system with automation and order tracking.
• Automation & Workflow – AI-powered macros, auto-responses, and automated workflows for common inquiries.
• Self-Service & Knowledge Base – Custom FAQ pages and self-service tools for quick issue resolution.
• Reporting & Analytics – Sales and support performance tracking with detailed analytics.
• Communication & Multi-Channel Support – Unified messaging across email, live chat, Facebook, Instagram, WhatsApp, and SMS.

How Gorgias pricing works

Gorgias offers tiered pricing based on ticket volume and has a 7-day free trial before committing to a plan. Plans start at $60 per month for up to helpdesk 300 tickets, $140 per month for up to 300 helpdesk tickets and 60 automated tickets, $174 per month for 300 helpdesk tickets and 90 automated tickets, and $203 per month for 300 helpdesk tickets and 150 automated tickets.

What markets does Gorgias serve?

Gorgias is ideal for e-commerce businesses looking to streamline customer support and boost sales through service interactions. While it may not be suites for industries outside of retail, its Shopify-native integration, automation tools, and multi-channel communication make it a top choice for online stores prioritizing fast, efficient, and revenue-driven customer support.

Compare the Best Help Desk Software Side-By-Side

What is Help Desk Software?

Help desk software is a digital platform that centralizes inquiries, automates processes, and increases response efficiency to simplify customer support and IT service administration. To guarantee a seamless support experience, these technologies allow companies to track service requests, manage client contacts, and offer self-help choices.

Help desk software increases customer satisfaction, speeds up response times, and improves service delivery by automating ticket management and combining communication channels. Users can expect:

• Centralized ticketing system
• Automated workflows and AI-powered chatbots to automate responses
• Multi-channel communication
• Self-service portals and knowledge bases
• Advanced reporting and analytics

What Features Should You Look For in Help Desk Software?

When selecting help desk software, key features like multi-channel support, automation, ticket management tools, and a scalable SaaS platform are important elements to consider. A strong ticketing system makes efficient tracking, prioritization, and resolution of customer requests possible. Workflow automation and AI-powered replies are two examples of automation solutions that can speed up response times and decrease manual tasks. Offering multi-channel assistance, which includes chat, email, phone, and social media, guarantees that clients may contact you via the channel of their choice.

Other crucial components include a knowledge base, reporting tools, and a self-service portal. Customers can discover answers on their own with a self-service platform, which lowers the number of tickets. Businesses can enhance support operations by using reporting and analytics to gain insights into customer satisfaction, ticket trends, and agent performance. Another important feature for smooth workflow management is integration with third-party tools, CRM, and ITSM.

What is a Cloud-Based Ticketing System?

A cloud-based ticketing system is a help desk or service desk platform that allows companies to monitor, handle, and address support requests from any location. It offers scalability, remote accessibility, and automatic upgrades, eliminating the requirement for on-premise infrastructure. These solutions facilitate multi-channel communication through chat, email, phone, and social media, automate support processes, and expedite ticket management. Because cloud-based ticketing solutions integrate with CRM, ITSM, and other business tools, they are an affordable and adaptable option for companies looking to run support operations more effectively.

What are the Benefits of Using Help Desk Software?

By centralizing ticket administration, automating processes, and facilitating multi-channel communication, help desk software increases customer service effectiveness. It speeds up response times and increases customer satisfaction by assisting businesses and their team members in quickly tracking and resolving issues. Analytical and reporting tools assist teams improve workflows by providing insights into service performance. Through automation, integrations, and scalability, help desk software increases efficiency and guarantees smooth support operations for companies of all sizes.

How Much Does Help Desk Software Cost?

Features, user count, and deployment method all affect help desk software costs. Basic paid plans start at about $10 to $20 per agent per month, but many providers offer free options for smaller teams. More advanced options, including analytics, automation, and multi-channel assistance, usually cost between $40 and $100+ per agent monthly. Custom pricing may be necessary for enterprise solutions with sophisticated security and unique integrations.

Help Desk Software FAQ

What is the best help desk software for a small business?
The best help desk software for a small business depends on its budget, functionality, and ease of use. Zendesk is ideal for expanding companies since it offers multi-channel support and scalability. Freshdesk’s free plan, easy-to-use design, and automation options make it great. Zoho Desk provides strong AI-driven automation at a reasonable cost. Gorgias easily integrates with Shopify and other systems for e-commerce companies. Small businesses should search for affordable, simple-to-implement solutions with necessary features like self-service choices, automation, and ticketing.

What is the difference between a service desk and a help desk??
A help desk is perfect for companies requiring basic support management because it concentrates on quickly resolving customer or IT support issues, managing tickets, and troubleshooting. However, in compliance with ITIL best practices, a service desk provides a more comprehensive approach to ITSM, encompassing incident, problem, and change management.

What are some of the best free, web-based help desk software solutions for a startup?
Freshdesk (free plan with ticketing and automation), Zoho Desk (free AI-driven plan for small teams), and Jira Service Management (free for up to three agents with ITSM capabilities) are some of the top free web-based help desk software options for startups. These solutions are perfect for startups since they provide multi-channel assistance, automation, and ticketing without requiring upfront fees.

How We Chose the Best Help Desk Software

We compiled a list of 34 help desk software solutions and identified the most popular vendors to narrow our search. Our evaluation focused on essential features, brand reputation, pricing transparency, and customer support. To ensure accuracy, we gathered information from vendor websites, customer reviews, and parent company sources.

We scored each help desk platform on a scale of 1 (poor) to 5 (excellent) across the following key criteria, each contributing 25% to the total score:

• Variety of Features: We assessed software based on critical functionalities, including ticket & case management, automation & workflow, self-service & knowledge base, reporting & analytics, and communication & multi-channel support. Solutions with a comprehensive feature set ranked higher for their ability to streamline customer support operations.
• Pricing and Transparency: We compared pricing models, free trials, and tiered plans, prioritizing vendors with clear pricing details over those requiring custom quotes. Software with affordable entry plans and flexible scaling options scored higher, making them accessible for businesses of all sizes.
• Onboarding and Support: We evaluated ease of use, setup process, and customer support availability. Platforms with intuitive interfaces, automated workflows, and strong customer support options (such as live chat, phone, and email assistance) received higher rankings. Solutions offering dedicated onboarding or training resources also scored well.
• Brand Reputation: We reviewed customer feedback from third-party review sites to gauge user satisfaction and reliability. Platforms with consistently high ratings for usability, customer service, and overall efficiency ranked higher due to their proven ability to enhance support operations.