I have always believed investing in the right software system should not cost any business a fortune.
Thankfully, there are some good free help desk software available in the market that can help your support team get up and running at almost ZERO investment.
Yes, you heard that right!
Whether you are a startup on a budget or a customer support manager looking to sign up for a free trial before making any financial commitments, I have the right help desk software options for you.
Let’s check them out!
What Is Free Help Desk Software & Will it Work For You?
Free help desk software is a customer support tool available at no cost, designed to help businesses manage and streamline customer inquiries. It typically includes features like ticket management, a knowledge base, and basic reporting to ensure efficient support operations.
With a free help desk ticketing system, support agents can track tickets from their help desk inbox, prioritize urgent requests, and collaborate with other team members for speedy resolution.
While it’s a great starting point for small businesses or those on a budget, its suitability depends on your specific needs. If your business requires advanced features like API access, single sign-on, or multi-channel support, you might outgrow free options quickly. However, some tools like ProProfs Help Desk offer all premium features in the free plan as well.
What Are the Benefits of Free Ticketing Systems?
Free ticketing systems offer businesses an excellent opportunity to enhance their customer support operations without incurring significant expenses. Let’s explore more benefits in detail.
1. Cost-Effectiveness
Free ticketing systems eliminate the need for hefty software investments, making them ideal for startups and small businesses looking to streamline their support operations without breaking the budget.
2. Streamlined Ticket Management
These systems organize customer inquiries into a centralized dashboard, ensuring no ticket goes unnoticed and improving overall response times.
3. Ease of Use
Most free ticketing systems are designed with user-friendly interfaces, allowing teams to adopt and use them with minimal training or technical expertise.
4. Improved Team Collaboration
Features like shared inboxes and internal notes foster seamless collaboration among team members, ensuring consistent and coordinated responses to customer issues.
5. Accessibility for Small Teams
Free ticket management software provides small teams access to essential tools like ticket assignment, tracking, and status updates, enabling them to deliver professional support services on a limited budget.
Now that we have explored the benefits let me share my top three choices with you.
Spotlight on the Top 3 Best Free Help Desks: A Quick Overview
The best free help desk software would depend on multiple factors such as your team size, budget, features needed, type of deployment, and more.
However, if you ask me, here are my top 3 recommendations that you can check without having to go through the entire blog.
Option A: ProProfs Help Desk
For those looking to try premium help desk features at zero cost, ProProfs Help Desk can be a good option. You can automate ticket management, handle customers on multiple channels like email, live chat, etc., and improve your support with insightful reports and surveys. Many support experts consider it the best help desk software for small businesses due to its forever-free plan.
Option B: Spiceworks
If you want a tool that is always free and available to unlimited users, Spiceworks can be a good option. It’s an open source ticketing system backed by a strong community of IT experts. However, there is a catch — you will get advertisements on some sections of your screen.
Option C: Zoho Desk
Now, even though Zoho Desk does not offer a forever-free plan, you can get a 15-day free trial. The tool will offer your support agents all the context they need (recent conversations, purchase history, etc.) to offer personalized assistance at scale.
List of 11 Free Help Desk Software
In this section, I will share each tool’s comprehensive features, pros and cons, and pricing details to help you make a fair decision.
Please note: this list includes two types of free help desk software — ones that offer a forever-free plan (usually with certain limitations) and others that come with a free trial (usually between 7 to 30 days). Here is a quick overview of all the tools:
| Software | Best For | Pricing |
|---|---|---|
| ProProfs Help Desk | AI-Assisted Help Desk for Customer Delight | FOREVER FREE for a single agent. Paid starts at $19.99/user/month. |
| Zendesk | Large Businesses & Enterprises | Starts at $55/user/month (14-day free trial). |
| Spiceworks | Open-Source Ticketing System | Free for all users. |
| Freshdesk | Multichannel Communications | A free plan is available with limitations. Paid plans start at $15/user/month. |
| HubSpot Service Hub | HubSpot Users | A free plan is available with limitations. Paid plans start at $15/user/month. |
| BoldDesk | Help Desk Customization | Starts at $12/user/month (15-day free trial). |
| Zoho Desk | Contextual Users | Starts at $14/user/month (15-day free trial). |
| HelpCrunch | Creating a Knowledge Base | Starts at $12/user/month (14-day free trial). |
| LiveAgent | Chat-Based Support | Starts at $15/user/month (14-day free trial). |
| SysAid | AI-Powered ITSM | Custom pricing (30-day free trial). |
| Hiver | Gmail-Based Support | A free plan is available with limitations. Paid plans start at $19/user/month. |
1. ProProfs Help Desk – Best for AI-Assisted Help Desk for Customer Delight
I’ve been using ProProfs Help Desk for more than three years now, and I’ve recommended it to more people than I count on my fingers. I’ve put this tool on the top of my list as it’s free plan offers all premium features (limited to a single user).
With a small team and a tight budget, I started with its forever-free plan. As my team and requirements grew, I switched to the paid plan, which is quite budget-friendly, too.
Now, talking of features, ProProfs Help Desk enables my team to interact with customers on multiple channels like email, live chat, web forms, and more. The best part is that AI and automation capabilities like ticket summarization, response suggestions, automated ticket assignments, chatbots, etc., helps my agents cater to more customers and reduce our ticket response time.
I suggest you create a customer portal to allow your customers to track the progress of their ongoing tickets and raise new tickets if needed. This will significantly reduce the number of back-and-forth communications and enhance the self-service experience.
What You’ll Like:
- AI help desk features like ticket summarization and response suggestions
- Dedicated mobile app to handle support tickets even when on the move
- ProProfs Live Chat, Knowledge Base & CSAT for a complete solution
- In-depth reports and analytics let you monitor ticket response time, resolution time, and other help desk metrics
What You Might Not Like:
- A dark user interface option is not available
- The free plan is limited to a single agent only
Pricing:
- FREE for a single user Plans start at $19.99/user/month for 2 or more users.
2. Zendesk – Best for Large Businesses & Enterprises
Image Source: Getvoip.com
Unlike ProProfs Help Desk, Zendesk does not offer a forever-free plan. Instead, there is a 14-day free trial available, which can be used to test the tool’s features and capabilities.
Zendesk has been a cornerstone of some of the most well-known businesses, helping them scale to accommodate a global customer base.
With Zendesk, there are multiple ways your business can encourage customer self-service. For instance, you can build an integrated help center to allow customers to resolve issues at their own pace. Also, you can create a community around your product/service so that customers and prospects can interact with each other and answer questions.
Despite the free trial, Zendesk’s paid plans are quite expensive. High pricing makes this tool unsuitable for startups and small businesses on a tight budget.
What You’ll Like:
- Omnichannel support to offer seamless assistance across email, chat, social media, and phone
- Advanced automation and AI capabilities to streamline workflows
- Automated ticket escalations when SLAs are breached
- A vast app marketplace allows Zendesk to be integrated with our other tools
What You May Not Like:
- Complexity and learning curve can be significant, especially for new users
- Cost can be prohibitive for small businesses, as the pricing structure is designed to accommodate the needs of larger organizations and enterprises
Pricing:
- Starts at $55/user/month (14-day free trial available)
3. Spiceworks – Best Open-Source Ticketing System
Image Source: LiveAgent
Spiceworks offers a no-cost solution that covers the basic help desk and network monitoring needs of small to mid-sized businesses.
Since it’s an open-source platform, you can leverage the Spiceworks community to access a wealth of knowledge and support from other IT professionals.
Initially, I was attracted to the tool because of its “forever free” pricing policy. But within a few days, I realized some serious drawbacks of this free help desk ticketing system.
Even though Spiceworks offers some basic features, it’s not for everyone. Since the tool is free, users are made to watch advertisements, which can hamper productivity and lead to unnecessary distractions.
What You’ll Like:
- Free to use, making it ideal for small businesses or teams with limited budgets
- Community support with a vast network of IT pros ready to share advice and solutions.
- Simple ticketing system to streamline support requests
- Network monitoring tools help keep an eye on your IT infrastructure’s health
What You Might Not Like:
- Features are basic, lacking the depth and breadth of more advanced, paid platforms
- Advertisements are present within the software, which is how Spiceworks can offer it for free
Pricing:
- Free for all users.
4. Freshdesk – Best for Multichannel Communications
Image Source: Freshdesk
As another free support desk software, Freshdesk made managing our customer support across various channels a breeze. Let me explain how.
Its intuitive interface and powerful features allowed my support agents to maintain high service standards, whether we were engaging with customers via email, chat, social media, or phone.
Overall, the tool equipped my support team with more context and automation capabilities to proactively understand customer needs and meet their expectations.
Even though Freshdesk offers a free plan, it misses out on some key features. For instance, some must-have features like collision detection and custom roles are unavailable in the free plan.
What You’ll Like:
- Multichannel support consolidates all communication channels into a single, manageable platform
- Automation and AI tools help prioritize and handle tickets more efficiently, improving response times
- Customizable self-service portal and knowledge base to reduce ticket volume
- Detailed analytics and reporting to get insights into customer satisfaction levels
What You Might Not Like:
- A slight learning curve for some of the advanced features
- It can become expensive as you add more agents and advanced features to your plan
Pricing:
- A free plan is available with limitations. Paid plans start at $15/user/month.
5. HubSpot Service Hub – Best for HubSpot Users
Image Source: HubSpot Service Hub
Integrating HubSpot Service Hub into your existing HubSpot ecosystem can streamline your customer service process like never before.
It would feel as though your marketing, sales, and service efforts are finally speaking the same language, allowing for unparalleled continuity in customer interactions.
For instance, the Service Hub’s seamless integration with the HubSpot CRM means that every conversation, every ticket, and every customer interaction is tracked and accessible, providing a 360-degree view of our customer journey.
Also, I’m sure you will like its customer feedback surveys. You can easily create CSAT, NPS, and CES surveys using templates and share them with your customers in a single click.
What You’ll Like:
- Unified customer view within the HubSpot ecosystem
- Smart chatbots can handle routine inquiries and guide customers
- The knowledge base functionality can be used to reduce inbound support requests
- Feedback tools and surveys are directly integrated into the platform
What You Might Not Like:
- Dependency on the HubSpot ecosystem means it might not be the best standalone solution if you’re not using other HubSpot products
- Pricing can escalate as you require more advanced features
Pricing:
- A free plan is available with limitations. Paid plans start at $15/user/month.
6. BoldDesk – Best for Help Desk Customization
Image Source: BoldDesk
Adding BoldDesk into our support strategy was like finally finding a glove that fits perfectly.
The level of customization it offers is impressive, allowing me to tailor our help desk to align with our unique workflows and brand identity.
I’m sure you will like how easy it is to customize ticket forms as per your needs. You can add new ticket fields or reorder them to capture the maximum details pertaining to a ticket.
From the ticketing system to the self-service portals, BoldDesk can be used to create a customer support environment that truly feels like an extension of your brand. Even though there isn’t a free plan on offer, you can get a 15-day free trial.
What You’ll Like:
- Unparalleled customization options allow designing help desk and customer portals exactly the way you want
- A robust ticket management system makes it easy to categorize and resolve issues
- Intuitive mobile app to assist your customers from anywhere
- Shared inbox for real-time team collaboration
What You Might Not Like:
- Requires a level of tech-savviness to fully leverage all the customization and integration capabilities
- AI-powered features are only available in the Enterprise plan
Pricing:
Starts at $12/user/month (15-day free trial available).
7. Zoho Desk – Best for Contextual Users
Image Source: Zoho Desk
As another free software for help desk teams, Zoho Desk empowered us to offer contextual support that feels both personal and efficient.
Its deep integration with the Zoho ecosystem, along with its ability to pull in information from various sources, means we were not just answering customer queries; we were providing solutions that considered their entire relationship with our brand.
Also, I’m sure you will love its AI assistant, Zia. It offers suggestions based on the customer’s history and the nature of their query, making your responses faster and more relevant.
On the downside, I found that some integrations with non-Zoho products can be a bit challenging. So, if you want to connect Zoho to your existing tool stack, you may face some issues initially.
What You’ll Like:
- Context-rich support tickets give relevant insight into the customer’s history
- An AI-powered assistant called Zia can suggest solutions to agents and customers
- Multichannel capabilities mean customers can reach out via email, social media, or phone
- Time tracking to keep track of time spent on tickets and tasks
What You Might Not Like:
- Steep learning curve due to its comprehensive features and functionalities
- Integration with non-Zoho products can be challenging
Pricing:
- Starts at $14/user/month (15-day free trial available).
8. HelpCrunch – Best for Creating a Knowledge Base
Image Source: HelpCrunch
HelpCrunch has been a game-changer for our support strategy, particularly in building out our knowledge base.
It’s incredibly user-friendly, both for us as creators and for our customers as users.
With HelpCrunch, we’ve been able to develop comprehensive, easily navigable articles and FAQs that empower our customers to find answers to their questions quickly and efficiently. The platform’s tools for creating, organizing, and updating content are straightforward yet powerful, enabling us to keep our knowledge base relevant and useful.
On the downside, some advanced help desk automation and customization features are only available in the Unlimited plan.
What You’ll Like:
- Easy-to-use knowledge base builder for creating and managing help articles and FAQs
- Automated email follow-ups to connect with prospects and customers
- Analytics for knowledge base articles give insight into what customers are looking for
- Live chat integration to give customers the answers they need instantly
What You Might Not Like:
- While creating a knowledge base is straightforward, maximizing its potential requires ongoing effort
- Advanced features and customizations might require upgrading to higher-tier plans
Pricing:
- Starts at $12/user/month (14-day free trial available).
9. LiveAgent – Best for Chat-Based Support
Image Source: LiveAgent
LiveAgent revolutionized our approach to customer support, particularly when it came to live chat.
Its ability to handle chat efficiently, coupled with its robust ticketing system, meant that we could offer real-time assistance alongside more traditional support methods.
The platform’s strength lies in its speed and simplicity, ensuring that customer queries are answered promptly and accurately. You can easily integrate LiveAgent into your website and social media channels to significantly elevate your customer service standards.
On the downside, I’m not a big fan of LiveAgent’s interface. The main dashboard and the overall interface can feel a bit dated, and navigating through the extensive features might be overwhelming for new users.
What You’ll Like:
- Real-time chat functionality can be used to connect with customers instantly
- Universal inbox consolidates all support channels into a single interface
- Customizable chat widgets can be tailored to match the website’s look and feel
- Advanced ticketing system to organize, prioritize, and track every customer interaction, ensuring nothing falls through the cracks
What You Might Not Like:
- Initial setup and customization can require a significant investment of time and resources to get everything working perfectly
- The interface, while powerful, can feel a bit dated, and navigating through the extensive features might be overwhelming for new users
Pricing:
- Starts at $15/user/month (14-day free trial available).
10. SysAid – Best for AI-Powered ITSM
Image Source: A2IS
SysAid’s free IT ticketing system transformed the way we managed our IT services, helping us leverage AI to bring efficiency and intelligence to our operations.
Its ability to automate routine tasks and provide predictive insights has significantly reduced our workload and improved our service levels.
The best part is that you can manage all your Information Technology (IT) assets directly within your help desk. Your support reps can even view all the asset data and records inside each ticket and resolve issues at a much faster pace.
On the downside, SysAid’s interface seems quite outdated. Some first-time users might find it difficult to navigate through the main dashboard and the reporting interface.
What You’ll Like:
- AI-powered service automation reduces manual efforts in ticket handling and resolution
- Integrated IT asset management provides a comprehensive overview of all IT resources and their status
- Self-service portal empowers users to find solutions quickly
- Access controls to define the role of different users and restrict access
What You Might Not Like:
- Implementation can be complex, requiring significant time and resources to get everything set up correctly
- Customization options are extensive but can be overwhelming, sometimes requiring specialized knowledge to utilize fully
Pricing:
- Custom pricing (30-day free trial available).
11. Hiver – Best for Gmail-Based Support
Image Source: Hiver
Hiver is a robust help desk solution built directly into Gmail, making it a favorite for teams that heavily rely on Google Workspace.
Hiver transforms Gmail into a shared inbox, allowing multiple team members to access and work on customer queries collaboratively. Its tagging and note features ensure context is never lost during email exchanges.
I think this tool is perfect for small to mid-sized teams looking to streamline email communication while maintaining a personal touch with their customers. With Hiver, customer support becomes more collaborative, as users can manage and assign emails seamlessly without ever leaving their inboxes.
Hiver also emphasizes efficiency with its automation tools, making it easier to prioritize emails, manage response times, and analyze team performance.
What You’ll Like:
- Shared Inboxes offer a collaborative workspace for support reps
- Email assignments to automatically assign customer emails to specific team members
- SLA management to monitor response times with SLA tracking
- Slack integration ensures key stakeholders stay informed and up-to-date
What You Might Not Like:
- Hiver only works within Gmail, restricting its utility for teams using other email platforms
- May lack advanced capabilities needed by larger organizations with complex workflows
Pricing:
- A free plan is available with limitations. Paid plans start at $19/user/month.
What Are the Top Features of Help Desk Software?
When selecting help desk software (free or paid), it’s crucial to focus on features that ensure streamlined operations and enhance customer satisfaction. Here are five essential features:
- AI-Generated Responses
Empower agents with AI-powered suggestions for replies, reducing response time and improving accuracy. These smart prompts help address customer queries effectively and consistently.
- Ticket Prioritization
Automatically organize and rank tickets based on urgency or importance, ensuring critical issues are resolved promptly while minimizing backlogs.
- Internal Notes
Enable seamless team collaboration by allowing agents to add private notes to tickets. These notes ensure context sharing without involving customers in internal communications.
- CSAT Surveys
Measure customer satisfaction with post-resolution surveys. Gain insights into your service quality and identify areas for improvement to boost customer loyalty.
- Performance Reports
Track team performance with detailed reports on ticket resolution times, response rates, and customer feedback. Use these insights to optimize processes and enhance efficiency.
How to Choose Free Help Desk Software
Choosing the right free help desk software can be a game-changer for businesses looking to streamline support without breaking the bank.
Here are some key points to consider when making your selection:
- Find a Solution with a Free Plan or Trial: Look for software that offers a free version or trial period to test its features and suitability for your business.
- Evaluate Your Needs: Identify your business size, support channels, and the types of issues your team handles most frequently.
- Prioritize Key Features: Look for ticket management, multi-channel support, automation, and reporting tools that match your requirements.
- Check Ease of Use: Ensure the software is user-friendly, with minimal training required for your team to get started.
- Assess Scalability: Choose a solution that can grow with your business, offering paid plans or advanced features as your needs evolve.
- Understand Limitations: Be aware of user or feature restrictions in the free plan to avoid unexpected roadblocks.
3 Signs You Need to Upgrade Your Free Help Desk Software
As your business grows, your help desk software should evolve to meet rising demands. Ignoring the signs of outgrowing a free tool can lead to inefficiencies and poor customer experiences. Let’s explore the top indicators that signal it’s time for an upgrade.
Limited Features are Hindering Growth
If your free help desk lacks advanced tools like automation, analytics, or multi-channel support, it’s time to upgrade. These limitations can slow down your team’s efficiency as your business scales.
Increased Ticket Volume Overwhelms the System
When ticket backlogs become unmanageable and your current system struggles to keep up with rising demands, an upgrade to more robust software can ensure seamless support.
Lack of Customization Options
If the software doesn’t let you tailor workflows, ticket categories, or reports to match your business needs, upgrading to a customizable platform can provide the flexibility you require.
Free Help Desk: Your Path to Cost-Effective Support
Finding the best free help desk software can make a significant difference in managing customer queries efficiently without stretching your budget.
All the tools discussed offer a variety of features for all business sizes. Choose a tool that offers high scalability so it can grow alongside your business needs, accommodating increased customer queries and advanced functionalities.
In the end, I would recommend you choose ProProfs Help Desk for its forever-free plan that doesn’t skimp on functionality, automation capabilities, and powerful reporting features.
If you have any further questions, please explore this small FAQ section below.
Frequently Asked Questions
Is it secure to use free help desk software?
Free help desk software can be secure, but it depends on the provider. Ensure the software uses encryption and complies with industry standards to safeguard your data.
Is free help desk software suitable for businesses of all sizes?
Free help desk software is ideal for small businesses or startups with limited budgets. Larger organizations may find its features restrictive as they scale.
What are the drawbacks of free ticketing systems?
Free ticketing systems often have limited features, fewer customization options, and restricted user access. They may also lack advanced analytics and integration capabilities.
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