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41 Free, Open Source and Top Help Desk Software
8

41 Free, Open Source and Top Help Desk Software

41 Free, Open Source and Top Help Desk Software
4.9 (98.5%) 80 ratings

Customer Support is a crucial aspect for any business. A business cannot exist without customers, and customer service should be every businesses’ number one priority. Customers need assistance to make cost-effective decisions and to get the correct use of the products. They require detailed information and training on how to install, maintain, upgrade and dispose of the products they buy. Businesses need to respond to and resolve the customer enquiries, concerns and complaints faster for customer satisfaction and retention.  A majority of companies offer customer support to their customers through the use of the various methods such as instant SMS & messaging, toll-free numbers, and emails. They also employ in-house help desk representative to offer personalised customer assistance to the company customers. Help Desk support help troubleshoot customer problems and provide products guidance to the customer and product end-users.

Help Desk Software is an integrated suite that helps automates customer services and allows businesses to respond to customer concerns and queries in the shortest time possible.

What are the Best Free Help Desk Software: Fresh Desk Free, HelpSpot, Mojo Helpdesk, Solarwinds Helpdesk, C Desk, HelpDeskZ, Faveo are some of the top free help desk software.

What are the Best Help Desk Software Open Source: eTicket, OTRS, osTicket, Brimir, Request Tracker, GLPI, MantisBT, SimpleDesk, PHD Help Desk, Liberum, Bugzilla, Sinergia, Adefhelpdesk, UVdesk are some of the top help desk software open source.

What are the Best Help Desk Software: Freshdesk, Freshservice, Hiver, Teamwork Desk, LiveAgent, HelpSpot, Zendesk, Salesforce Service Cloud, Vision Helpdesk, HESK, NABD System, SysAid, HappyFox, TeamSupport, AzureDesk, Vtiger Helpdesk, Desk.com, Intercom, Groove, Kayako, Front, ConnectWise Manage, Oracle Service Cloud, Help Scout, UseResponse, ProProfs Help Desk are some of the top help desk software.

What are Help Desk Software?

Help Desk Software are tools intended to provide the customer or end user with information and support related to products and services with the purpose to troubleshoot problems or provide guidance about products usage and instructions.

Help Desk supports are generally provided through various channels such as toll-free numbers, websites, instant messaging, or email. Organizations also has in house help desks designed to provide assistance to employees such as IT Help Desk, HR Help Desk. There are many Free & Open Source Help Desk Software available with functionalities and features similar to proprietary solutions to choose based on your requirement.

Help Desk Software

Help Desk Software


  • Ticketing Management: Help Desk Software enables the user to assign, prioritise and categorise tickets so that the user can keep track of them and consequently respond to them. The user can track, monitor and manage incoming customer support tickets from different channels in a single location. Help Desk Software enables the user to set ticket response and problem resolution deadlines depending on various categories and business hours. Help Desk Software ensures that multiple support agents don’t work on the same ticket accidentally and helps create custom statuses that suit the user workflow to identify what stage a particular ticket is in.
  • Collaboration: Enables the user to collaborate to quickly and efficiently address and resolve customer concerns. The user can link related tickets together to track common issues and deliver consistent responses. The user can discuss specific parts of tickets with experts from across the company to figure out how to address the customer concern and offer the right solutions. The user can share ticket ownership with other teams and view the progress being made on the issues.
  • Multichannel Support: The user can convert support emails into trackable tickets in the helpdesk so that they can manage and resolve them accordingly. Help Desk Software enables the user to set up a fully functional call centre that record and monitors call by converting them into tickets. The user can support, engage and retain customers through live chat. Help Desk Software can help integrate business social median handles to manage their concerns from within the helpdesk. Help Desk Software allows customers to raise tickets from the website and display related knowledge-base articles or answers to them as they type.
  • Automation: Automation feature enables the user to perform multiple actions on a ticket with a single click by automating repeated actions. The user can offer quick and consistent replies to common questions by creating pre-set responses. The user can automatically assign tickets to agents and groups depending on various aspects as keywords, enquirer or properties. Help Desk Software enables the user to assign tickets to agents depending on their current workload and skills among other aspects. Help Desk Software updates customers and agents automatically about the progress of their ticket.
  • Self-Service portal: Allow the user to create a self-service experience for customers and lets appropriate solutions to come up for customers and agents as they troubleshoot and try to resolve issues. Help Desk Software enables agents to convert their ticket responses into knowledge base articles as they reply to customers queries.
  • Reporting: The user can check how different agents and groups are performing depending on various helpdesk metrics. Help Desk Software allows the user to gauge customers’ satisfaction using customer satisfaction reports. The user can monitor the helpdesk Dashboards using real-time data about tickets, groups and trends. Users access data and reports to gather custom insights to help in the business decision-making process. The user can get a default and custom reports in their inbox periodically.

Top Free Help Desk Software

Fresh Desk Free, HelpSpot, Mojo Helpdesk, Solarwinds Helpdesk, C Desk, HelpDeskZ, Faveo are some of the Top Free Help Desk Software
Top Free Help Desk Software
PAT Index™
 
Freshdesk Team Inbox
 
 
 
 
 
 
Sisense

Sisense empower the most non-technical user with the ability to access data and build interactive dashboards and business intelligence reports. Sisense provides a variety of dashboard widgets to pinpoint the best visualization for your data, such as: geographical maps, gauges to measure KPIs, line charts to determine trends, scatter plots to see correlations, and pie charts for clear comparisons.Sisense enables to customize dashboard layout with drag-and-drop features to place each widget exactly where you want for optimal representation.

Watch Demo Try Sisense

1

Fresh Desk Free

Freshdesk
Freshdesk

Freshdesk is a support teams software that allows companies to work on solutions faster. Agents will have the possibility of knowing who else is working on their tickets, use internal notes, reply with predefined templates, view tickets due date and status information at once, have context on the ticket and customer history at hand, and update properties of their tickets. Tickets are automatically created from emails sent to the support team inbox. Ticket priorities, SLAs, and business hours can be set in order to ensure proper response times for customer tickets. There are free Apps to download for iPhone and…

Overview
Features

• Streamline conversations
• Collaboration
• Powerful Ticketing
• Multichannel Support
• Self Service Portal
• Secure Helpdesk
• Canned responses
• Suggested solutions
• Bulk actions
• Keyboard shortcuts
• Merge tickets
• Scenario automation

Price

• Sprout: Free (unlimited agents)
• Blossom: $19 per agent/per month
• Garden: $35 per agent/per month
• Estate: $49 per agent/per month
• Forest: $89 per agent/per month

Website
What is best?

• Streamline conversations
• Collaboration
• Powerful Ticketing

What are the benefits?

• Get up and running quickly with a helpdesk tailored to meet your needs
• Stay on top of requests, no matter how customers choose to contact you
• Boost productivity and engagement with automations and game mechanics

Bottom Line

Freshdesk is a support teams software that allows companies to work on solutions faster.

9.5
Editor Rating
8.5
Aggregated User Rating
17 ratings
You have rated this

Fresh Desk Free

2

HelpSpot

HelpSpot
HelpSpot

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need. It is possible for customers to create tickets through the portal, or to have tickets created through emails, it is possible to include it a sidebar on the company’s site, and have other options programmed easily with its powerful APIs. It allows for all of the company’s support needs to be organized from one location. It allows for common ticket management features, such as: creating custom views, detection of multiple agents working on the same ticket, performing controls with permission assignment to…

Overview
Features

• Tickets Management
• Reporting
• Automation
• Email Integration
• Custom Branding

Price

• Up to 3 Agents: Free
• Up to 5 Agents: $599
• Up to 10 Agents: $999
• Up to 25 Agents: $1999

Website
What is best?

• Tickets Management
• Reporting
• Automation

What are the benefits?

• Knowledge Management
• Self-service
• Integrations and APIs

Bottom Line

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need.

8.5
Editor Rating
9.1
Aggregated User Rating
4 ratings
You have rated this

HelpSpot

3

Mojo Helpdesk

Mojo HelpDesk is an easy to use helpdesk software to track and maintain all of the companies’ requests and complaints tickets. It has the option of centralizing all tasks related to ticket management, such as creating, reviewing, and tracking tickets. It also has the possibility of creating automatic rules for example for auto assigning, escalating, alerting agents, etc. It is possible to customize fields to access needed information easily. It has integration with emails to create tickets, review updates, and respond to tickets. It has a variety of built-in reports that can be used to track performance and to measure…

Overview
Features

• Self-service portal
• Centralized requests
• Automations
• Custom forms
• Integration with email
• Built-in reports

Price

• Mini Me - Basic ticket tracking - Up to 3 agents – FREE
• Mojo Professional - Help Center + Ticket tracking – Up to 10 agents - $29 + $2 per agent/per month
• Mojo Enterprise – Up to 10 agents - $99 + $3 per agent/per month
• Mojo Unlimited – Unlimited agents (1000 agents) - $399

What is best?

• Automations
• Custom forms

What are the benefits?

• Self-service portal
• Centralized requests

Bottom Line

Mojo HelpDesk is an easy to use helpdesk software to track and maintain all of the companies’ requests and complaints tickets.

9.4
Editor Rating
7.6
Aggregated User Rating
27 ratings
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Mojo Helpdesk

4

Solarwinds Helpdesk

Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle and unifies ticketing, asset, knowledge, and change management. Its features include service request creation and self-service portal for customer access, automation of ticket routing and assignment, integration with active directory. It also includes ticket management features to automate and simplify ticket management tasks, and incident and problem management capabilities. It is possible to track SLA and to view Help Desk performance reports. It allows for a creation of a knowledge database and for an inventory of assets to be kept, and tied to tickets. It is…

Overview
Features

• Ticket management
• Incident and problem management
• SLA management
• Help Desk performance reporting
• AD and LADP synchronization and account management
• Built-in knowledge base
• Help desk task automation

Price

• Web Help Desk – starts at $695
• Limited Web Help Desk Free Edition – 100% free

What is best?

• Ticket management
• Incident and problem management
• SLA management

What are the benefits?

• Automated IT asset discovery
• Asset-to-ticket association
• Change management and change approval process

Bottom Line

Solarwinds Helpdesk is a helpdesk management web interface that centralizes the complete ticket lifecycle.

9.3
Editor Rating
7.3
Aggregated User Rating
42 ratings
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Solarwinds Helpdesk

5

C Desk

C Desk is a service request management comprehensive tool that can handle all departments within all locations of an organization. It has several modules, such as Customer Care, Vendor Service Portal, Asset Management, Project and Tasks Management, amongst others. It is a free desktop software that includes the possibility of logging complaints, service requests, and querys. Users can log tickets to any other department within the company. The tool is meant to be used for the whole company and not only as an IT helpdesk. It even allows for a ticket to be worked by multi-departments. Security is held with…

Overview
Features

• Complaint Management
• Helpdesk
• Service request Management
• Query Management
• Support Management
• Vendor Service Portal

What is best?

• Complaint Management
• Helpdesk
• Service request Management

What are the benefits?

• Asset Management
• Active Directory Authentication
• Mail Flow System

Bottom Line

C Desk is a tickets management comprehensive free desktop software.

8.8
Editor Rating
8.5
Aggregated User Rating
18 ratings
You have rated this

C Desk

6

HelpDeskZ

HelpDeskZ is a PHP based system software to handle companies’ web sites support tickets. It allows for customers to log concerns, complaints, querys and requests; it includes a knowledge database to decrease the number of tickets; and it is free. Its main features include the possibility of grouping agents in groups and assigning tickets accordingly; the option to create personalized fields; the capability of performing bluck actions to do several steps with one click; the possibility of creating a knowledge database for customers to review and thus reduce the number of tickets being logged; a section to inform customer of…

Overview
Features

• Knowledge database
• Grouping options
• Personalized fields
• Bulck actions

What is best?

• Knowledge database
• Grouping options
• Personalized fields

What are the benefits?

• Multilanguage
• Email piping
• Twig for templates personalization

Bottom Line

HelpDeskZ is a free PHP based system software to handle companies’ web sites support tickets.

8.6
Editor Rating
6.6
Aggregated User Rating
15 ratings
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HelpDeskZ

7

Faveo

Faveo is specifically designed to cater the needs of startups and SME’s empowering them with state of art, ticket based support system. Faveo has been integrated with multiple platforms and new features being added each month like dashboard reports, ticketing management, SLA Management, knowledge base, internal notes and ticket overdue. Faveo can also be customized according to the user’s requirement and Faveo does undertake such request. Faveo offers a help desk and a service desk. Faveo has an inbuilt search option for easy navigation and access to the available tools and options. Faveo allows users to create search-engine-friendly URLs. Faveo…

Overview
Features

• Faveo seamlessly integrates assigned email addresses with ticket generation system.
• Faveo is white label. It allows rebranding, colour changes to match company style.
• All our customers are assigned dedicated account managers.
• Installs on your own server. One year of upgrades & support included

Price

• Help desk community – free lifetime
• Help desk smart - 5,999
• Help desk pro - 63,999
• Help desk advance - 1,59,999

What is best?

• Faveo seamlessly integrates assigned email addresses with ticket generation system.
• Faveo is white label. It allows rebranding, colour changes to match company style.
• All our customers are assigned dedicated account managers.

What are the benefits?

• Faveo is open source so that everyone can use and experience the best product in the business.
• Faveo is not only easy on pocket but also allows unlimited agent usability.
• Users can help themselves with the easy-to-use user portal.

Bottom Line

Faveo is specifically designed for startups and SME’s empowering them with a ticket based support system where Faveo also read emails and generate tickets out of every email for the user.

8.4
Editor Rating
6.2
Aggregated User Rating
6 ratings
You have rated this

Faveo

Top Help Desk Software

Freshdesk, Freshservice, Hiver, Teamwork Desk, LiveAgent, HelpSpot, Zendesk, Salesforce Service Cloud, Vision Helpdesk, HESK, NABD System, SysAid, HappyFox, TeamSupport, AzureDesk, Vtiger Helpdesk, Desk.com, Intercom, Groove, Kayako, Front, ConnectWise Manage, Oracle Service Cloud, Help Scout, UseResponse, ProProfs Help Desk are the Top Help Desk Software
Top Help Desk Software
PAT Index™
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
1

Freshdesk

Freshdesk
Freshdesk

Freshdesk is a support suite that has collaborative-focused features like consolidated correspondence, team huddle, and team inbox. Ticket Information, properties and correspondence from multiple channels is visible in just one screen laid out in a simple, intuitive interface. The Team Inbox gives a view of the ticketing queue along with information on who is assigned to the ticket, ticket topic and priority level. Service level agreements per priority can be customized is automatically applied by Freshdesk to received tickets. Freshdesk also has a mobile app for Android and Iphone allowing the support team to respond to tickets anywhere. Freshdesk supports…

Overview
Features

• Powerful Ticketing
• Multichannel Support
• Productivity & Engagement
• Self-Service Portal
• Global Customer Support
• Secure Helpdesk
• Reporting and Analytics
• Apps

Price

Billed Monthly
• Sprout – Free (3agents, 100 assets)
• Blossom - $25/agent/month
• Garden - $44/agent/month
• Estate - $59/agent/month
• Forest- $99/agent/month

Billed Yearly
• Sprout – Free (3agents, 100 assets)
• Blossom - $19/agent/month
• Garden - $35/agent/month
• Estate - $49/agent/month
• Forest- $89/agent/month

Website
What is best?

• Powerful Ticketing
• Multichannel Support
• Productivity & Engagement

What are the benefits?

•Collaborate with your team using Freshdesk’s shared inbox and resolve issues smoothly
•Set, manage, and meet customer expectations by setting up service level agreements (SLAs) for support
•Manage multiple support email address in a single place

Bottom Line

Freshdesk is a support suite that has collaborative-focused features that allow support team members to work together more efficiently and effectively.

9.5
Editor Rating
8.8
Aggregated User Rating
3 ratings
You have rated this

Freshdesk

2

Freshservice

Freshservice
Freshservice

Freshservice is an enterprise IT management suite software is a useful software that offers everything a user needs for IT support. Freshservice provides an IT service desk that is simple. Freshservice also modernizes IT and other business functions with easy to use and simple to configure IT service desk solution in the cloud. Freshservice uses a modern and intuitive UI that requires minimal to no training and is also customizable to IT and non-IT needs. The enterprise IT management suite software offers multi-channel support. The multi-channel support provides users with an excellent platform to facilitate automation of tasks and provide…

Overview
Features

• Uses modern and intuitive UI that requires minimal to no training
• Customizable to IT and non-IT needs
• Automate tasks and provide support for issues raised via email or in person
• Maintain records of contracts , hardware, software, and other assets
• Support the high impact employees who are on the road
• Leverage the software for IOS and Android

Price

• Blossom - $19/agent/month
• Garden - $49/agent/month
• Estate - $79/agent/month
• Forest - $99/agent/month

What is best?

• Customizable to IT and non-IT needs
• Automate tasks and provide support for issues raised via email or in person
• Maintain records of contracts , hardware, software, and other assets

What are the benefits?

• Easy to use and set up
• Multi-channel support
• Gamify your service desk

Bottom Line

Freshservice is an enterprise IT management suite software that modernizes IT and other business functions with easy to use and simple to configure IT service desk solution in the cloud.

9.1
Editor Rating
8.8
Aggregated User Rating
6 ratings
You have rated this

Freshservice

3

Hiver

Hiver
Hiver

Hiver help desk gives you the power to automate repetitive tasks, see reports on your team’s performance and integrate with other tools you use. Hiver lets you have a shared mailbox with your team right from their own Gmail accounts without switching between multiple accounts. It lets you assign emails to team members, track tasks, and highlight them as done once executed. Hiver monitors emails for collision detection letting you get notified when someone else is replying to an email in a shared mailbox or to an email shared with you using shared labels. Shared mailbox analytics helps you get…

Overview
Features

• Shared Mailboxes
• Gmail Shared Labels
• Email management
• Collision alerts
• Email notes

Price

• Free Plan
• Plus Plan – $12/user/month (billed annually) or $16/month (billed monthly)
• Enterprise – $22/user/month (billed annually) or $27/month (billed monthly)

Website
Demo
What is best?

• Shared Mailboxes
• Gmail Shared Labels
• Email management

What are the benefits?

• Auto Response
• Email Templates
• Analytics

Bottom Line

Hiver is helpdesk software that turns your Gmail into a powerful collaboration tool to run your Customer Support, Sales and Projects.

8.9
Editor Rating
8.9
Aggregated User Rating
1 rating
You have rated this

Hiver

4

Teamwork Desk

Teamwork Desk
Teamwork Desk

Teamworkdesk is a helpdesk tool with complete essential features for ticket management and online helpdesk. Its Ticket Management interface is simple and easy to use. Ticket assignments are straight forward, notes can be shared privately within the team or made visible to customers, ticket status is updated by users, correspondence and customer information and support history are all visible in one screen. Teamworkdesk supports agent’s efficiency in resolution through its features that cover: case tagging for reporting, assignment and workflow automation, auto-replies and template responses, keyboard shortcuts, smart, and Mass Actions . Its Ticket Management feature also avoids duplicates and…

Overview
Features

• Ticket Management
• Reports
• Help Docs
• Security and Reliability
• Mobile App

Price

• Basic - $5
• Pro - $20

What is best?

• Ticket Management
• Reports
• Help Docs

What are the benefits?

• Desk API
• User Permission
• Embeddable Contact Form

Bottom Line

Teamworkdesk is a helpdesk tool based in the cloud with complete essential features for ticket management and online helpdesk.

8.7
Editor Rating
8.3
Aggregated User Rating
1 rating
You have rated this

Teamwork Desk

5

LiveAgent

LiveAgent
LiveAgent

LiveAgent help desk is multi-channel customer support software with features that support a personalized customer service. Live Agent’s Universal inbox lets you and your team to view and respond to support tickets, and give a status update on a customer’s issue or request. Every ticket contains the complete stream of chat messages, emails, phone calls or messages from other communication channels about the same incident or issue reported by a customer. LiveAgent ticket management system is completely automated and can filter tickets according to preset categories helping you assign tasks to the right support representatives at the right time. You…

Overview
Features

• Ticket management
• Mobile Apps integration
• API Integration
• Customer portal
• Reporting & Analytics
• Call center
• Social media Integration
• Live Chat

Price

• Ticket Plan – $12/agent/month
• Ticket + Chat Plan – $29/agent/month
• All Inclusive Plan – $39/agent/month

Website
What is best?

• Ticket management
• Mobile Apps integration
• API Integration

What are the benefits?

• Live Agent plugs into your e-mail and automatically creates tickets
•Voice support is built right in
•Track brand mentions and keywords on Twitter. Answer tweets from one place

Bottom Line

LiveAgent help desk is multi-channel customer support software that offers personalized customer service.

8.6
Editor Rating
8.7
Aggregated User Rating
2 ratings
You have rated this

LiveAgent

6

HelpSpot

HelpSpot
HelpSpot

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need. It is possible for customers to create tickets through the portal, or to have tickets created through emails, it is possible to include it a sidebar on the company’s site, and have other options programmed easily with its powerful APIs. It allows for all of the company’s support needs to be organized from one location. It allows for common ticket management features, such as: creating custom views, detection of multiple agents working on the same ticket, performing controls with permission assignment to…

Overview
Features

• Tickets Management
• Reporting
• Automation
• Email Integration
• Custom Branding

Price

• Up to 3 Agents: Free
• Up to 5 Agents: $599
• Up to 10 Agents: $999
• Up to 25 Agents: $1999

Website
What is best?

• Tickets Management
• Reporting
• Automation

What are the benefits?

• Knowledge Management
• Self-service
• Integrations and APIs

Bottom Line

HelpSpot is a ticket management system that provides every needed feature without surplus unnecessary things you don’t need.

8.5
Editor Rating
9.1
Aggregated User Rating
4 ratings
You have rated this

HelpSpot

7

Zendesk

Zendesk is a cloud-based customer service software solution which is fast, easy to use and accessible anywhere from any device for companies and industries of all sizes and support teams and their customers worldwide. Zendesk has features such as flexible ticket management with automated workflow, multi-channel support: email, web, phone, chat, social media, mobile support with native iPhone, iPad, and android apps, robust reporting and advanced analytics, customer facing web interface that you can easily brand , knowledge base portal and community forums included, over 100 out-of-the-box integrations with 3rd party apps, open API enabling seamless integration into your business,…

Overview
Features

• Ticketing System
• Knowledge Base
• Community Forums
• Help Desk Software

Price

• Essential - $5 per agent per month
• Team - $19 per agent per month
• Professional - $49 per agent per month
• Enterprise - $99 per agent per month
• Elite - $199 per agent per month

What is best?

• Ticketing System
• Knowledge Base
• Community Forums

What are the benefits?

• IT Help Desk
• Security
• Tech Specs

Bottom Line

Zandesk is a customer service platform which improves communication and makes sense of massive amounts of data and helps turn interactions into lasting relationships for businesses to be more reliable, flexible, and scalable.

9.3
Editor Rating
5.6
Aggregated User Rating
5 ratings
You have rated this

Zendesk

8

Salesforce Service Cloud

Salesforce Service Cloud Einstein helps close customer cases faster, provide smarter service, personalize customer care, and deliver support anywhere. Agents are able to manage cases, track customer history, view dashboards, all in one single platform. Service Cloud Einstein Lightning console features a Lightning console that contains all the information your agents need to offer quality service. It features a live chat tool, Live Agent, which allows real-time personal interactions between customers and service agents. Service Cloud Einstein also features a customer self-service portal where customers can look-up information and frequently asked questions to get answers they need quickly, anytime and…

Overview
Features

• Case management
• Customer Self-service
• Social customer service
• Live chat app
• App Integration
• Field customer service
• Omni-channel routing
• Real-time dashboard
• Analytics

Price

• Lighting Personal – $75/user/month (billed annually)
• Lighting Enterprise – $150/user/month (billed annually)
• Lighting Unlimited – $300/user/month (billed annually)

What is best?

• Case management
• Customer Self-service
• Social customer service

Bottom Line

Service Cloud Einstein is customer service software that delivers more intelligent, personalized customer support and Helpdesk.

8.8
Editor Rating
7.9
Aggregated User Rating
1 rating
You have rated this

Salesforce Service Cloud

9

Vision Helpdesk

Vision help desk ticketing system supports multi-Channel communication letting you convert emails, phone calls, social media chats, and web requests into tickets, and keep them organized in a centralized place where they are categorized and assigned to the right staff agent in your organization. Vision help desk helps you automate multiple customer service operations including workflows using rule based criteria, and define actions based on events and criteria. It allows you to setup business hours, create multiple SLA and multi-level escalation rules to offer timely response and resolution to your customers. You can also get email notifications and alerts based…

Overview
Features

• Ticketing management
• Client management
• Staff management
• Self-service
• Workflow
• Task Management
• Knowledge base Management
• Help Desk Automation

Price

Hosted on Cloud/Premises
• Help Desk – $7/user/month (billed annually) or $10/month (billed monthly)
• Satellite Help Desk – $14/user/month (billed annually) or $20/month (billed monthly)
• Service Desk – $21/user/month (billed annually) or $30/month (billed monthly)
One Time License
• Help Desk – $150/Agent
• Satellite Help Desk – $250/Agent
• Service Desk – $350/Agent

What is best?

• Ticketing management
• Client management
• Staff management

What are the benefits?

• Help Desk Time Tracking
• Multi Language Help Desk
• Customer Support Survey

Bottom Line

Vision Helpdesk is multi-channel customer service ticketing help desk that serve small, medium and enterprise level business.

8.8
Editor Rating
8.0
Aggregated User Rating
1 rating
You have rated this

Vision Helpdesk

10

HESK

HESK is a fast, secure, and free user-friendly help desk software. It is used to organize, to receive and to track and resolve issues logged by customers. It supports the creation of a knowledge database to decrease the number of support requests, by giving access to end customers. It supports a unique location to handle all ITSM solutions for IT support. It allows for all IT tasks to be managed from a single point of access with a powerful ticket management tool and automation options. Tickets can be prioritized and organized into categories. There are filtering options to search for…

Overview
Features

• Knowledge database
• Ticket priorization and categorization
• Staff accounts and restrictions
• Canned responses
• Ticket templates

Price

• HESK Website License - $39.95
• HESK Advanced License - $99.95
• HESK Cloud - $19.99 / month

What is best?

• Knowledge database
• Ticket priorization and categorization
• Staff accounts and restrictions

What are the benefits?

• Custom data fields
• Custom statuses
• Help Desk

Bottom Line

HESK is a fast, secure, and free user-friendly help desk software.

8.7
Editor Rating
7.2
Aggregated User Rating
2 ratings
You have rated this

HESK

11

NABD System

NABD System customer service software is a workflow based help desk solution that delivers the right technology and tools to satisfy both your customers and staff. NABD features a unified dashboard that delivers an automated case management system. It streamlines and automates customers’ cases and lets you manage them with a prioritized action queue to ensure efficient complaint investigation. This advanced capability eases the workload for your agents and accelerates the case resolution process. Productivity tools help your support team with their daily tasks easier with the help of reminders, follow ups, calendars, template correspondences, and more. NABD collaboration tools…

Overview
Features

• Workflow Automation
• Automated routing
• SLA
• Work order management
• Document management
• Email Integration
• Live Chat

Price

• Free Plan
• Professional Plan – $30/user/month
• Enterprise Plan – $60/user/month

What is best?

• Workflow Automation
• Automated routing
• SLA

What are the benefits?

• Self Service portal
• Social media integration
• Knowledge base

Bottom Line

NABD System customer service software enables companies to provide efficient customer support through advanced workflow capabilities, powerful case management, and a simple user interface.

8.7
Editor Rating
8.2
Aggregated User Rating
1 rating
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NABD System

12

SysAid

SysAid is a simple and yet powerful help desk ITSM (IT Service Management), HelpDesk and Service Desk solution. Its main features include a Help Desk, IT Asset Management, and tools for analyzing IT performance. As for Help Desk Software, it includes the following features: ticket management processes handling with automation possibilities; self-service portal to submit tickets, chat with agents, and consult the knowledge database; possibility of creating a knowledge database with how-tos; option for users to reset passwords; remote control capabilities for agents to access devices and resolve issues from everywhere. As for IT Asset Management, it is possible to…

Overview
Features

• Help Desk Software
• IT Service Management Software
• IT Asset Management
• Ticketing System

What is best?

• Help Desk Software
• IT Service Management Software
• IT Asset Management

What are the benefits?

• Analytics
• Tools

Bottom Line

SysAid is a simple and powerful help desk ITSM, HelpDesk and Service Desk solution.

8.7
Editor Rating
9.0
Aggregated User Rating
3 ratings
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SysAid

13

HappyFox

HappyFox is a practical help desk and customer support software solution. HappyFox Email ticketing system enables you to segment emails according to pre-defined ticket categories like products, sales, and support. Email ticketing system utilizes a round robin algorithm to identify and automatically assign tickets to the right agent and also prioritize those tickets that require immediate attention. You can then monitor support tickets to gain complete visibility of all the actions on a ticket allowing you to share constant updates with your customers about status of their issues. You can also accelerate standard responses using pre-defined email responses easing the…

Overview
Features

• Email Ticketing System
• Integrated chat support
• Multilanguage
• Support Center
• Help desk Reporting
• Role-based Security
• Customizable Interface
• API Integration
• Multilingual Knowledge Base

Price

• Mighty Plan – $29/user/month (billed annually) or $39/month (billed monthly)
• Fantastic Plan – $49/user/month (billed annually) or $59/month (billed monthly)
• Enterprise Plan – $69/user/month (billed annually) or $79/month (billed monthly)
• Enterprise Plus Plan – $89/user/month (billed annually) or $99/month (billed monthly)

What is best?

• Email Ticketing System
• Integrated chat support
• Multilanguage

What are the benefits?

• Multilingual Help Desk
• Self Service Portal
• Community Forums

Bottom Line

HappyFox helpdesk is an integrated, mobile-ready, cloud-based customer support software solution.

8.6
Editor Rating
7.5
Aggregated User Rating
1 rating
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HappyFox

14

TeamSupport

TeamSupport Helpdesk software provides organization, automation, and collaboration, of your tickets and customers, enabling you to provide better customer support. TeamSupport customer management feature allows you to easily track and view customer details and issues, or customer distress index and alerts. Timesupport helpdesk ticketing system gives you visibility into all customer tickets with customizable automations of ticket reminders and routing. TeamSupport also has an integrated product database for easy tracking. It allows you to associate products with customers and track customer issues based on products. TeamSupport allows you to collaborate and interact with you team effortlessly through a shared calendar…

Overview
Features

• Customer management
• Ticket management
• Products & Inventory
• Collaboration
• App Integration

Price

• Enterprise Plan – $49/agent/month (billed annually), or $65/agent/month (billed monthly)
• Support Desk – $40/agent/month (billed annually), or $50/agent/month (billed monthly)

What is best?

• Customer management
• Ticket management
• Products & Inventory

What are the benefits?

• Customer Self-service
• Reporting & Analytics
• Visual support tools

Bottom Line

TeamSupport helpdesk is customer service software designed specifically for the B2B software industry.

8.6
Editor Rating
8.7
Aggregated User Rating
1 rating
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TeamSupport

15

AzureDesk

AzureDesk is a customer support software that providing essential features to efficiently and effectively address helpdesk tickets. Its Ticket Management feature provides the necessary and customizable fields to supporting issue resolution. It also allows users to categorize cases including fields for priority, issue type, and channel allowing better prioritization, assignment and reporting. Users can also attach needed images, input case notes, and apply tags for easier management. Users can also add customized fields for cases with options to control visibility to customers.While AzureDesk has its own e-mail domain which can be used for customer correspondence, users can opt to auto-forward…

Overview
Features

• Ticket Management
• Convert Support E-mail to Tickets
• Unlimited Mailbox
• Support Center
• Apps Integration

Price

• Monthly Billing - $16/user/month
• Annual Billing - $12/user/month

What is best?

• Ticket Management
• Convert Support E-mail to Tickets
• Unlimited Mailbox

What are the benefits?

• Reporting
• Collaboration
• Multilingual

Bottom Line

AzureDesk is a customer support software that provides essential features for easy and effective communication with customers and efficiency in resolution.

8.6
Editor Rating
8.6
Aggregated User Rating
1 rating
You have rated this

AzureDesk

16

Vtiger Helpdesk

Vtiger Helpdesk enables building enduring customer relationships through a stronger customer support organization. Vtiger Helpdesk benefits the customer support operations by allowing them to resolve issues in ways your customers prefer, setting up the agents for success, and make it easy to support managers. With Vtiger Helpdesk, the customer support team can adapt to a customer-focused process starting from self-care and preferred engagement channels to meaningful response or resolution targets and customer's voice. Vtiger Helpdesk enables offloading the agents from heavy tasks such as data entry to let them handle equitable loads with realistic targets. Vtiger Helpdesk also allows the…

Overview
Features

• Gives the flexibility needed to assign cases using round robin or least loaded algorithms
• Leverage the flexibility of agent groups and automated outing and assignments to agents
• Offers the flexibility needed to create cases automatically from Web forms, customer portals, and email
• Raise new issues, close resolved cases, add comments to cases, see status of outstanding issues, and find answers to common questions quickly

Price

• Professional - $20/user/mo
• Starter - $10/user/mo
• Free
All in one
• $30/user/mo

What is best?

• Gives the flexibility needed to assign cases using round robin or least loaded algorithms
• Leverage the flexibility of agent groups and automated outing and assignments to agents
• Offers the flexibility needed to create cases automatically from Web forms, customer portals, and email

What are the benefits?

• Allows to resolve issues in ways your customers prefer
• Set up the agents for success
• Make it easy to support managers

Bottom Line

Vtiger Helpdesk enables building enduring customer relationships through a stronger customer support organization and benefits the customer support operations by allowing them to resolve issues in ways your customers prefer.

8.6
Editor Rating
6.2
Aggregated User Rating
3 ratings
You have rated this

Vtiger Helpdesk

17

Desk.com

Desk.com Helpdesk offers a 360-degree view of your customers, easy integrations, and part-time agents. Desk.com Helpdesk is designed to manage helpdesk requests across all communication channels. It enables you to interact with customers through email, phone conversations, or social media platforms like Facebook, Twitter etc. You can also interact with customers in real-time through a Desk.com chat window, or through integration with apps like Olark, SnapEngage, or LiveChat. This empowers your agents to resolve customer issues quickly and offer helpdesk service more efficiently. Desk.com features productivity tools that help automate helpdesk support and workflows, thereby helping service agents tackle complex…

Overview
Features

• Multi-Channel support
• Productivity tools
• Self-service support
• Reporting and Analytics
• Multilanguage support
• Case management
• Internal ticketing
• Salesforce Integration

Price

• Standard Plan – $20/month
• Professional Plan – $60/month
• Business Plus Plan –$100/month

What is best?

• Multi-Channel support
• Productivity tools
• Self-service support

Bottom Line

Desk.com is an online customer support helpdesk designed to give fast, helpful service and give insights for smarter business decisions.

8.6
Editor Rating
8.0
Aggregated User Rating
1 rating
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Desk.com

18

Intercom

Intercom is Helpdesk app that helps sales, marketing, and support teams better communicate with customers. Intercom lets you help customers and manage support requests personally or as a team via in-app or website chat, email, and social - all in one place. It helps you to group teammates by expertise so you can automatically assign conversations to the right service agent or team based on the customer, keywords, and more. Intercom enables you to create a public help center where people can find answers to the most frequently asked questions and provides an Intercom team inbox that let customers get…

Overview
Features

• Live Chat
• Case management
• Multi-Channel
• Real-time messaging
• Social media integration
• Public help center
• API Integration

Price

• Respond Plan Lite/Standard – $53/$79/month
• Engage Plan Lite/Standard – $53/$85/month
• Educate Plan – $49/month
• All Inclusive Plan – from $155/month

What is best?

• Live Chat
• Case management
• Multi-Channel

What are the benefits?

• Can instantly engage the best leads with targeted messages instead of forms.
• View and get notified about client status updates, such as new clients, active clients, and clients moving away.
• Create custom segments based on user attributes or events.

Bottom Line

Intercom is customer service software that brings messaging products for sales, marketing & customer service into one platform.

8.6
Editor Rating
8.2
Aggregated User Rating
3 ratings
You have rated this

Intercom

19

Groove

Groove is a ticketing system and support software that helps small business manage online customer support through multiple features covering ticket management, knowledge base building and management, live chat support, e-mail support and support widget. Groove can be integrated with e-mail and can be used to note phone conversations but can be integrated with Slack chat to provide live chat support as well as be customized to add-on Self-Service support through a Knowledge Base, Custom Contact Form for customers, CSAT ratings, and can be integrated with other 3rd party applications. It also lets the company to customize the customer profile…

Overview
Features

• Ticket Management
• Knowledge Base
• Support Widget
• Live Chat
• Tracking and Reports

Price

• Billed Monthly - $22
• Billed Annually - $19

What is best?

• Ticket Management
• Knowledge Base
• Support Widget

What are the benefits?

• E-mail Integration
• Apps & Integrations
• Reporting

Bottom Line

connectWise is a comprehensive business management suite that consolidates multiple business processes into one solution.

8.6
Editor Rating
8.7
Aggregated User Rating
1 rating
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Groove

20

Kayako

Kayako is an SaaS helpdesk software that provides multiple features supporting customers through multiple channels including e-mail, chat, facebook and twitter.Its interface is clean and simple, almost resembling social media channels. All information per customer is unified in one record and one window, including service history and activities apart from basic profile information allowing easier support and efficiency instead of toggling between multiple tools. Important information is easily viewed at a glance and conversations from multiple channels are consolidated into one channel which allows for a more consistent and organized response. Consolidated communication from different channels allow agents to provide…

Overview
Features

• Multiple communication channels: e-mail, messaging, facebook, twitter, Help Center
• 24/7 HelpCenter
• Collaboration
• Customer Service Autopilot
• Reporting
• Integration

Price

• Free – up to 3 agents
• Inbox - $9
• Team - $15
• Growth -$29
• Scale- $59

What is best?

• Multiple communication channels: e-mail, messaging, facebook, twitter, Help Center
• 24/7 HelpCenter
• Collaboration

What are the benefits?

• Route conversations to the right agent, and bring the whole company on board with free collaborators
• See real-time customer activity
• Help customers quickly, in real-time

Bottom Line

Kayako is a multi-featured customer support platform with a simple interface that can cover multiple communication channels include facebook and twitter.

8.5
Editor Rating
8.6
Aggregated User Rating
1 rating
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Kayako

21

Front

Front

Front is a simple support that centralizes customer correspondence and information into one platform. It features a multi-channel inbox that can send and receive communication from e-mail, social media and sms. Internal and customer-visible communication can be managed through the same system with options on visibility. Since it consolidates information and allows internal communications between the support team members no other communication channel is required for team communication. But to prevent collision of communication in a single customer correspondence the software comes with collision detection to better manage real time communication with a customer during collaborative resolution. Front allows a…

Overview
Features

• Centralized Communication Channels
• Collaboration
• Powerful Automations
• Analytics and Integrations

Price

• Basic - $15
• Premium - $29
• Enterprise - $49

Website
What is best?

• Centralized Communication Channels
• Collaboration
• Powerful Automations

Bottom Line

Front is a customer support software that unifies contacts and correspondence into one platform while also providing collaborative tools for the support team.

8.5
Editor Rating
8.6
Aggregated User Rating
1 rating
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Front

22

ConnectWise Manage

ConnectWise is a comprehensive business management suite that consolidates multiple business processes from procurement, sales, marketing to service delivery and support. As all these processes are accessed, visible and managed under one platform this allows a unified and complete view of the customer profile and journey as well allow collection of data through connecting different workflows and relationships between business processes. Having a centralized view of the various business sections in reporting and analytics also allows the managers and executives to form well-considered and data-driven strategies and business decisions. Its helpdesk ticketing feature is simple but provides powerful functions like…

Overview
Features

• HelpDesk
• Agreements
• Account Management
• Sales and Marketing
• Procurement
• Time Tracking & Billing
• Project Management
• Reporting

What is best?

• HelpDesk
• Agreements
• Account Management

What are the benefits?

• Procurement
• Time Tracking & Billing
• Project Management

Bottom Line

ConnectWise is a comprehensive business management suite that consolidates multiple business processes into one solution.

8.5
Editor Rating
8.6
Aggregated User Rating
1 rating
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ConnectWise Manage

23

Oracle Service Cloud

Oracle Service Cloud is a simple, multi-channel, cloud-based customer service tool that provides the key basic features for customer support. It has a web service feature that empowers customers through self-service with co-browse support while also linking to live chat for further support needs. Support is carried through cross-channels with features including: case management, guided resolution, customer engagement, social contact center, agent mobility, and a centralized agent desktop. Its Knowledge Management is full-featured allowing proper maintenance and integrity of the knowledge base. This includes functions for: content authoring, semantic search, guided knowledge, knowledge analytics, integrated apps, knowledge API’s. It also…

Overview
Features

• Web Customer Service
• Cross-Channel Contact Center
• Knowledge Management
• Policy Automation
• Field Service Management
• Service Cloud Platform

What is best?

• Web Customer Service
• Cross-Channel Contact Center
• Knowledge Management

Bottom Line

Oracle Service Cloud is an web-based customer service solution that includes features supporting key support functions like: cross-channel contact, web service, policy automation, field service management and service cloud platforms.

8.5
Editor Rating
6.2
Aggregated User Rating
1 rating
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Oracle Service Cloud

24

Help Scout

Help Scout help desk lets you create multiple mailboxes for each shared email address so you can work seamlessly across departments, or manage several products/brands from a single account. Help scout’s collaboration features support teamwork and increases productivity. Help Scout Webhooks give you real-time alerts and notifications when people are viewing or replying to the same conversation. Tags enable you to categorize conversations, monitor trends and trigger Workflows. Help Scout lets you create replies that you can save and insert in replies to commonly asked questions. Another collaboration tool is email notes that can be shared using @mentions to engage…

Overview
Features

• Knowledge base
• Embed tools
• Integrations
• Reports
• Automation
• Teams
• iOS Apps
• Android App

Price

• Basic Plan – $8/user/month (billed annually) or $12/month (billed monthly)
• Standard Plan – $15/user/month (billed annually) or $20/month (billed monthly)
• Plus Plan – $27/user/month (billed annually) or $35/month (billed monthly)

What is best?

• Knowledge base
• Embed tools
• Integrations

Bottom Line

Help Scout is help desk software that provides a personalized customer service.

8.5
Editor Rating
6.9
Aggregated User Rating
1 rating
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Help Scout

25

UseResponse

UserResponse support suite automates, tracks and organizes support queries and concerns from over 5 different channels. This includes: Chat, Email, Website, Social Networks, Support Widgets, API & 3rd Party Integrations. UserResponse has a simple and intuitive interface that organizes functions and features into upper tabs and side buttons visible and accessible in just one screen including: Hot Topics, Knowledge Base, Ticket Submission, Notifications, Employee and Customer Profile and other key functions. But it also allows the company to organize the interface and arrange it to allow a more efficient workflow through screen navigation and ensuring that the most up-to-date and…

Overview
Features

• Feedback
• Knowledge Base
• Help Desk Software
• Live Chat

Price

• Cloud - $15
• Self-Hosted - $899

What is best?

• Feedback
• Knowledge Base
• Help Desk Software

Bottom Line

Userresponse is a multi-featured support suite that allows the business to manage support tickets from multiple channels efficiently.

8.5
Editor Rating
8.5
Aggregated User Rating
2 ratings
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UseResponse

26

ProProfs Help Desk

ProProfs Help Desk is a customer service tool that helps customer support teams to effectively track and resolve customer queries and requests. Faster ticket resolution is the key reason why a business needs to employ help desk software. It also helps businesses deliver excellent customer support. The cloud-based customer support software allows agents to track customer queries, issues, requests, and bugs - all in one place. No tickets are missed, left unattended or, unresolved. Agents resolve customer queries in an appropriate manner; sending customers timely responses. Customers feel delighted and hesitate to move to other brands. ProProfs Help Desk shared…

Overview
Features

•Canned responses and rule-based automated messages
•Shared inbox
•Ticket prioritization
•Collaborative email
•Issue tracking in one place

Price

•TEAM - $49/month or $39/month (Annual Billing)
•BUSINESS - $89/month or $79/month (Annual Billing)
•ENTERPRISE - $499/month or $939/month (Annual Billing)

What is best?

•Shared inbox
•Ticket prioritization
•Collaborative email

What are the benefits?

•Shared Inbox - Shared inbox makes inbox zero – a reality for customer support teams and managers.
•Team Collaboration – ProProfs Help Desk helps customer support teams to work collaboratively.
•Issue Tracking - ProProfs Help Desk is better known as an issue tracking software that helps to track your tickets from the start till the end.

Bottom Line

ProProfs Help Desk shared inbox is an email-like interface where teams work collaboratively. Agents know who is working on what and tickets are assigned to the concerned individual or department.

8.4
Editor Rating
8.5
Aggregated User Rating
1 rating
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ProProfs Help Desk

Top Help Desk Software Open Source

eTicket, OTRS, osTicket, Brimir, Request Tracker, GLPI, MantisBT, SimpleDesk, PHD Help Desk, Liberum, Bugzilla, Sinergia, Adefhelpdesk, UVdesk are the Top Help Desk Software Open Source.
Top Free Help Desk Software Open Source
PAT Index™
 
 
 
 
 
 
 
 
 
 
 
 
 
 
1

eTicket

eTicket is a HelpDesk Solution that uses a PHP-based electronic support by receiving tickets through emails or /and webforms. eTicket comes with many features which are easy and ideal to use and are compatible with any website. The major features of eTicket include the ability to support aliases and or piping with perl gateway. It also supports POP3 login. It uses three types of databases; Perl gateway, PHP backened and MySQL database. It receives unlimited number of emails and therefore can handles alot of requests at a time. Panels are well customized for users and administrators to suit their role…

Overview
Features

•PHP based electronic support.
•Website compatibilty
•POP3 login
•Database
•Unlimited emails and responses
•Administrators privileges

Price

Free

What is best?

•PHP based electronic support.
•Website compatibilty
•POP3 login

What are the benefits?

•Application upgrade
•Multi-lingual
•Easy installation

Bottom Line

eTicket is a Help Desk solution using a PHP-based elecronic support for receiving tickets through emails and web forms, which is ideal and compatible with any website.

9.5
Editor Rating
7.6
Aggregated User Rating
3 ratings
You have rated this

eTicket

2

OTRS

OTRS is a service management suite that includes help desk ticketing, customer management, reporting and self-service tools. It is used by help desks, often in the areas of ITSM, customer service or information security. In OTRS, tickets are created and appear in a queue system (similar to a mailbox). Tickets are requests that are made by a customer and can be initiated through a variety of channels: chat, customer portal, email, phone, or fax. The SMS notification system offers customers the chance to receive ticket updates - such as delivery dates, order statuses, passwords or travel details - directly on…

Overview
Features

•Help Desk Ticket Creation
•Mobile-Friendly
•SMS Notification System
•Integrated Chat
•Self-Service Tools
•Knowledge Base

Price

Based on requirements. Contact for quote.

Demo

Available upon request. Use contract form to arrange time.

What is best?

•Ticket Creation and Management
•Process and Workflow Automation
•Mobile-friendly

What are the benefits?

•Customizable Customer and Agent Portals
•Statistics and Previews
•Reporting

Bottom Line

OTRS is a service management suite that incorporates help desk ticketing, agent and customer portals, reporting, and workflow/process automation. It benefits service teams of all types - customer service, ITSM, and information security - by saving both time and money through the automation of administrative tasks and by better structuring communication.

9.5
Editor Rating
5.6
Aggregated User Rating
14 ratings
You have rated this

OTRS

3

osTicket

osTicket is a completely free open source support ticket system which routes inquiries created through emails, web-forms and phone calls into simple web-based customer support platform. OsTicket comes with many features which again are completely free. OsTicket provides custom fields where data collected from users is customized when submitting and straighten up the issue. Custom lists and forms can be added to tickets to enable clients in making choice and can also be customized to suit the business needs. osTicket supports HTML email and allows for rich text mark-up in staff replies and notes. Filtering and sorting is enabled to…

Overview
Features

•Custom fields
•HTML email
•Filtering and sorting
•Configuration of topic
•Ticket locking

What is best?

•Custom fields
•HTML email
•Filtering and sorting

What are the benefits?

•Auto-response
•Transfer and assignments
• Customization of field

Bottom Line

osTicket is an open source ticket system which routes enquiries made through web forms, emails and phone calls into a simple and easy web-based customer support platform.

9.1
Editor Rating
8.8
Aggregated User Rating
8 ratings
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osTicket

4

Brimir

BRIMIR is a helpdesk solution designed to manage workflow with a number of features covering customer support using incoming email, reply via email, and customizable user signatures. The system maintains visibility and central control in handling assigned tickets to team members using email notification so that users can login and reply, resolve problems swiftly and be focused on immediate tasks. Agents can change the status, priority and labels of tickets and have tickets assigned to them. The software enables users to create rules to assign tickets automatically, streamlining workflow to reduce task levels for teams. Users are able to add…

Overview
Features

•Ticket assign
•Automate support workflow
•Label tickets
•Security
•Open source

Price

•SOLO - FREE
•STARTUP - €9.0 / •MONTH
•BUSINESS - €27.0 / MONTH

What is best?

•Ticket assign
•Automate support workflow
•Label tickets

What are the benefits?

•Multilingual
•Email Notifications
•Customizable user signatures

Bottom Line

BRIMIR is a helpdesk solution that maintains visibility and central control in handling customer support using incoming email, reply via email, and customizable user signatures.

9.0
Editor Rating
7.6
Aggregated User Rating
8 ratings
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Brimir

5

Request Tracker

Request Tracker is a ticket-tracking system created to manage customer requests, coordinate project tasks, and maintain workflows. Some of the features include email integration, configurable automation, and detailed permissions and roles with custom ticket lifecycles. Users can manage ticket replies with the email integration functionality, customized templates for auto-replies in HTML format are also available. RT’s Lifecycles feature offers custom workflows with ticket statuses, actions, and transitions, with the ability to action automated events when updates are made on a ticket. The platform is flexible in that users can track various types of data to be recorded. The system has…

Overview
Features

•Email Integration
•Custom Workflows
•Multiple search options
•Full text search
•Custom field support
•Charts interface

What is best?

•Email Integration
•Custom Workflows
•Multiple search options

What are the benefits?

•Custom dashboards
•Schedule dashboards
•REST API for integrations

Bottom Line

Request Tracker is ticket-tracking system created to manage customer service and coordinate tasks with mail integration and custom ticket lifecycles.

9.0
Editor Rating
5.4
Aggregated User Rating
9 ratings
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Request Tracker

6

GLPI

GLPI is an application software that acts as Information resource manager to help administrators in their work. It builds a database of inventory in your company and assists administrators in job tracking and mail notification. Its main key features are its ability to maintain the specifics of each inventory in all technical resources and their features. The application also manages the users functions and requests as well as maintain actions and bound procedures. GLPI has many other features. It has the ability to manage multi-parks and multi-structures. GLPI manages the many users of the application. It can work with multiple…

Overview
Features

•Multi-structured.
•Multi-lingual management system.
•configurable fields.
•Configurable drop downs.
•Web compatibility.

What is best?

•Multi-structured.
•Multi-lingual management system.
•configurable fields.

What are the benefits?

•Computer inventory management.
•Service desk.
•Final user and technicians.

Bottom Line

GLPI is a software that acts as an information resourse manager that assists administrators in building of inventory database, tracking of requests and email notifications, Problems solving and recording and saving history.

8.8
Editor Rating
7.7
Aggregated User Rating
7 ratings
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GLPI

7

MantisBT

MantisBT is a web-based bugtracking system that provides a platform where teams can collaborate and manage projects effectively. The platform can be used to track bugs and manage defects in software. The program is easy to install and implemented in PHP working with Windows, Linux, Mac, Solaris, and AS400/i5. Users can communicate with team members, resolve issues, manage projects and record feedback and comments with email notifications. Reports can be created and presented in written or graph form with the built-in reporting system. MantisBT is flexible for users giving the option to customize issue fields, notifications and workflow practices. The…

Overview
Features

•Web Based
•Supports platform that runs PHP
•Customizable Issue Pages
•Multiple Projects per instance
•Search and Filter

What is best?

•Web Based
•Supports platform that runs PHP
•Customizable Issue Pages

What are the benefits?

•Export to csv, Microsoft Excel, Microsoft Word
•Time Tracking
•Roadmap

Bottom Line

MantisBT is a web-based bugtracking system created to track bugs, collaborate and manage projects effectively with a built-in reporting system.

8.8
Editor Rating
8.0
Aggregated User Rating
3 ratings
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MantisBT

8

SimpleDesk

Simple desk is a software that offers help desk solutions through a ticket based interface. Simple Desk can be traced back from 2009, with a mission to become a leader in internet software that enables solid support services to enhance end user satisfaction. Key features of Simple Desk include; Ticket management, which is one of the major functions of Simple Desk. It lists and views available tickets. New tickets can be posted, edited and replied to. With Simple Desk you can create new fields to track additional data. Custom fields contain texts, numeric data,and these fields can be attached to…

Overview
Features

•Management of tickets.
•Creation of customs fields.
•Email notification.
•Creation of multiple departments.
•Custom-built permission system

What is best?

•Management of tickets.
•Creation of customs fields.
•Email notification.

What are the benefits?

•Urgency Levels
•Assignment of tickets.
•Attachments

Bottom Line

SimpleDesk is a software that provides a fully integrated ticket based helpdesk solution with the ability to move tickets into forums or run in a standalone mode.

8.7
Editor Rating
7.5
Aggregated User Rating
2 ratings
You have rated this

SimpleDesk

9

PHD Help Desk

PHD Help desk is a software used in registry and is meant to be used as a help desk to follow up incidents in a company or organization. This has been used world wide and users helped in coming up with its functionalities to make achieve its objective. With a combination of PHD, MySQL and Javascript, the PHP Help desk can be installed in any server including the latest version. The latest version of PHD Help Desk is 2.12. The software works ina number of ways. Incidents are registered and classified into levels such as type, sub-type, the state of…

Overview
Features

•Management of incidents and registry problems.
•Language configurations.
•Installation and set-up.
•Database parameters.
•Operations administrator.

Price

Free

What is best?

•Management of incidents and registry problems.
•Language configurations.
•Installation and set-up.

What are the benefits?

•Ticket attributes.
• News consultation.
•Database access

Bottom Line

PHD Help Desk is a software used by organizations worldwide to managed incidents and registry problems through Help or Service desks and provide answers to queries according to the needs of the user.

8.6
Editor Rating
8.2
Aggregated User Rating
2 ratings
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PHD Help Desk

10

Liberum

Liberum is a Help Desk software with the ability to gives solutions to small and medium IT service providers. It is very easy and simple to use and it is efficient in managing and tracking technical problems. Liberum is also easily accessed through GPL licence. Liberum has key features. Liberum avails an active directory authentication. The system runs on IIS with a full web-based interface. It has the ability to configure email notifications. It sends short messages to the most critical tickets. Liberum gives reports on usage when required. Customizations can be done to suit the clients need and structure…

Overview
Features

•Active directory aunthentication.
• Full web-based interface.
•Email notifications.
•Reports
•Browser compatibility.

Price

Free

What is best?

•Active directory aunthentication.
• Full web-based interface.
•Email notifications.

What are the benefits?

•Installation
•Upgrade.
• Microsoft SQL server.

Bottom Line

Liberum is a free software which is web-based used to manage and track technical problems in IT department or IT service providers.

8.6
Editor Rating
7.7
Aggregated User Rating
2 ratings
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Liberum

11

Bugzilla

Bugzilla is a defect-tracking software solution designed to keep track of bugs and defects for individual or groups of developers. The tool can track bugs and code changes, communicate with teammates, submit and review patches and manage quality assurance. Users can perform basic or advanced time-based bug searches with added filtering with the ability to create several investigations. The defect tracker sends alerts via email in relation to bug modifications and project statuses, users have the option to regulate the amount of communication they receive. Scheduled reports are delivered by email with specified results with limitations on who has access…

Overview
Features

•Advanced Search Capabilities
•Email Notifications/User Preferences
•Scheduled Reports
•Reports and Charts
•Automatic Duplicate Bug Detection

What is best?

•Advanced Search Capabilities
•Email Notifications/User Preferences
•Scheduled Reports

What are the benefits?

•Request System
•Patch Viewer
•Drop-Down User Lists

Bottom Line

Bugzilla is a defect-tracking solution for developers that can, track bugs and code changes, submit and review patches whilst sending automated reports to team members.

8.5
Editor Rating
6.1
Aggregated User Rating
1 rating
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Bugzilla

12

Sinergia

Sinergia is a software for IT software developers which provides a net based solution solving the problem of workflow and Windows Communication Foundation, bringing new development in the IT field. Sinergia delivers a customizable platform to bring forth fast development of software solutions. Sinergia integrates with an entreprise's software ecosystem which take advantage of the benefits of the latest version of Microsoft Net. Sinergia's main functionalities include Help Desk and Ticket Management Solution, Claim management and order tracking. In Help Desk, the user fills a web form to report a technical incidence. Sinergia can be customized according to the enterprises'…

Overview
Features

•Knowledge base management.
•Multiple Languages.
•Online documentation.
•Pocket PC client.
•Reports.

What is best?

•Knowledge base management.
•Multiple Languages.
•Online documentation.

What are the benefits?

•Claim management
•User Management
•Ticket management

Bottom Line

Sinergia is a software that provides a net based solution to problems of Workflow and Windows Communication Foundation and to bring new developments into the software making faster delivery of solutions.

8.5
Editor Rating
8.4
Aggregated User Rating
1 rating
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Sinergia

13

Adefhelpdesk

AdefHelpDesk is a software used to give solutions to technical problems and it comes in two versions; Standard ASP.NET application and DotNetNuke Module. AdefHelpDesk incorporates a portal which has many users. Many tickets can also be asssigned to the many number of users. AdefHelpDesk has the ability to create groups and fit users into specific groups that match their roles. AdefHelpdesk provides for full coding. AdefHelpDesk is multi-lingual supporting the use of several languages and this widens the level of support as many users can benefit from the software. Both the users with accounts and those without accounts have the…

Overview
Features

•Standard ASP.NET
•DotNetNuke Module
•Portal
•User Groups
•Ticket tracking

Price

$131K

What is best?

•Standard ASP.NET
•DotNetNuke Module
•Portal

What are the benefits?

•Tagging
•Sorting and filtering
•Multi-Lingual

Bottom Line

AdefHelpDesk is a software providing solutions to technical problems through creation of tickets, tracking of tickets and reporting on problems solved.

8.5
Editor Rating
8.7
Aggregated User Rating
1 rating
You have rated this

Adefhelpdesk

14

UVdesk

UVdesk Open source is a helpdesk ticketing system built on very first most popular and famous PHP Framework among all the developer that known as Symfony. UVdesk Open Source is an endeavor to bring the best suited dynamic helpdesk solution for all the businesses no matter the industry you're dealing with. UVdesk allows building your own custom helpdesk software which converts all email query as a ticket at one place and helps to assign towards dedicated agents by utilizing its powerful tools and tactics which make a process quite simple and resolve query faster. In addition, Free helpdesk ticketing solution…

Overview
Features

•Free Open Source software
•Instant support using advanced feature
•Secured, flexible and fast
•Flexible for modification
•Easier to reach general queries with Self-service portal(Knowledgebase)
•customers have their separate panel
•Reduce agent workload by an automated powerful workflow.

Price

Free

What is best?

•Easier installation and simple configuration
•Deliver flawless customer support from one place
•Saved reply

What are the benefits?

•Highly customizable and flexible to be fit for any trade
•Flexible to modify
•Excellent Architecture

Bottom Line

UVdesk is built on Symfony Based Arcticuture plus we’ve applied LAMP/LEMP stacks to make the UVdesk Open Source fit for any environment for the easy setup and host on any hosting supports LAMP/LEMP.

8.4
Editor Rating
8.2
Aggregated User Rating
1 rating
You have rated this

UVdesk

8 Reviews
  • October 10, 2016 at 3:29 am

    ADDITIONAL INFORMATION
    TRY C-DESK.. Good service desk / helpdesk application with lots of other features for whole organisation.
    Service request management Not only for IT but for all departments. So service category can be assigned to anyone and he starts receiving requests raised by others for that category..
    Asset management . It covers life cycle of all assets not only IT and networked assets..
    Knowledge base.
    Photo gallery.
    notice board.
    Log book.
    Active directory integration.. so users can login with same username and password.
    Monitored Tasks and project management.
    Surveys and Polls.
    Customer care module so that customer service requests are routed to internal users.
    and many other features .. It basically works like a tailor made intranet solution

    You just need to register your organization and you get a free license key with
    http://www.cdesk.in

  • January 11, 2017 at 7:55 am

    ADDITIONAL INFORMATION
    Nice roundup. Have you tried any cloud-based help desk software? Take a look at Apptivo, a complete structured and affordable ticket tracking portal.
    Check this out: http://www.apptivo.com/web-help-desk/

  • July 31, 2017 at 5:21 am

    ADDITIONAL INFORMATION
    Nice list, I’d also add one more helpdesk with free pricing plan – Deskun (https://deskun.com/). You can use channels such as email, live chat, messengers for customer support.

  • Rob Boleno
    December 15, 2017 at 10:32 am

    ADDITIONAL INFORMATION
    Lots of contenders here, but they’re so expensive. I used Zendesk but had to pair it with PagerDuty just to get notifications once I received tickets. Both charge per user per month. Both were buggy.

    I recently came across and now use ngDesk, which has all the features Zendesk’s Support platform in addition to the notifications PagerDuty had. Plus they have free live chat, free IVR, and free active directory. Lots of perks for no cash? Watch out for ngDesk.

  • June 15, 2018 at 10:54 pm

    ADDITIONAL INFORMATION
    Personally I would think that GLPI can not be cataloged or typeset in a helpdesk product, because it is more of a service desk tool, so just comparing one of its components for example with OTRS that is 100% just help desk does not make sense to me, because I would like to compare the management of projects, documents, contracts, knowledge base, inventories, fixed assets among others between GLPI and OTRS, according to my humble opinion there is no point of comparison, because a lot of what I describe that GLPI can do does not even OTRS

  • August 22, 2018 at 9:13 am

    ADDITIONAL INFORMATION
    The best list i have ever seen in the internet. As @Rob said, there are many buggy and technology gaps in most of the platforms we have used in the past. Given the amount of tools available in the market it’s always a challenge to choose one over the other. I work for the product called BizTalk360 an B2B product in the integration space, we struggled with a lot of challenges maintaining the documentation (a core product in most of the helpdesk software) for the product. After 3 years of frustration, we decided to address the gaps in this segment and came with a brand new product called Document360 .

    The major gaps I see in today market are Version control, Screenshots management, Supporting multiple version of the product, No backup/restore mechanism, No support for multi-author articles, Release notes management, Articles redirection, Analytics (like page views, search queries, engagement etc), Clean category navigation styles, 404 pages, Article internal & external commenting, good search, uncluttered authoring experience, speed of loading (both public facing and internal tooling) etc.

  • Gabe Wilson
    September 20, 2018 at 9:10 am

    ADDITIONAL INFORMATION
    u forgot about userhorn.com

  • Mary McKinney
    May 21, 2019 at 7:35 am

    ADDITIONAL INFORMATION
    Great Article,
    Nice share this all are useful softwares.

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About The Author
imanuel