I have always believed that 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 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?
Free help desk software refers to a cloud-based tool that can help your business manage customer requests and complaints without paying anything upfront.
With a free ticketing solution, support agents can track tickets from their help desk inbox, prioritize urgent requests, and collaborate with other team members for speedy resolution. For customer support managers, the tool offers presentation-ready reports to evaluate support performance and monitor customer satisfaction.
10 Free Help Desk Software You Can Consider in 2024
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).
1. ProProfs Help Desk – Best for Help Desk & Support Ticketing 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.
With a small team and a tight budget, I started with its forever-free plan, which surprisingly offers all premium features (limited to a single user). 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 automation capabilities like automated ticket assignments, canned responses, chatbots, etc., help us cater to more customers faster and reduce our ticket response time.
I suggest you create a customer portal to allow your customers 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:
- Powerful chatbots can be deployed on your website or help center to assist customers even when you are offline.
- Dedicated mobile app to handle support tickets even when on the move.
- In-depth reports and analytics let you monitor ticket response time, resolution time, and other help desk metrics.
- Automated email surveys can be shared with customers to monitor their support experience.
What you might not like:
- Frequent updates and feature releases can be overwhelming for some users.
- 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. No hidden fees. A 15-day money-back guarantee.
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.
On the downside, Zendesk’s 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 streamline workflows.
- Automated ticket escalations when SLAs are breached.
- A vast marketplace of apps ensures that Zendesk can adapt to our specific processes and integrate with our other tools.
What you might not like:
- Complexity and learning curve can be significant, especially for new users not familiar with advanced help desk solutions.
- 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. SysAid – Best for AI-powered ITSM
Image Source: A2IS
SysAid’s 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)
4. 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 is unparalleled, with a vast network of IT pros ready to share advice and solutions.
- Simple ticketing system streamlines support requests and helps keep your team organized.
- Network monitoring tools are a bonus, helping you keep an eye on your 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.
5. Freshdesk – Best for Multichannel Communications
Image Source: Freshdesk
As another free ticketing system, 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 portals and knowledge bases reduce ticket volume.
- Detailed analytics and reporting offer valuable insights into customer satisfaction levels.
What you might not like:
- Learning curve for some of the advanced features, which may require time and training to master.
- It can become expensive as you add more agents and advanced features to your plan.
Pricing:
- Free plan available. Paid plans start at $15/user/month
6. 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.
- Automation and bots significantly reduce the manual workload by handling routine inquiries and guiding customers through troubleshooting steps.
- The knowledge base functionality can be used to build a comprehensive self-service portal that reduces 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 or exceed certain usage limits, making it a potentially significant investment.
Pricing:
- Free plan available. Paid plans start at $90/user/month
7. BoldDesk – Best for Help Desk Customization
Image Source: BoldDesk
Integrating 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 Entrprise plan.
Pricing:
- Starts at $10/user/month (15-day free trial available)
8. Zoho Desk – Best for Contextual Support
Image Source: Zoho Desk
As another free support desk software, Zoho Desk empowered us to offer contextual support that feels both personal and efficint.
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, enabling personalized and informed responses.
- AI-powered assistance from Zia suggests solutions.
- Multichannel capabilities mean customers can reach out via email, social media, or phone.
- Advanced analytics and reporting provide detailed insights into performance.
What you might not like:
- Steep learning curve due to its comprehensive features and functionalities.
- Integration with non-Zoho products can be challenging, potentially limiting its effectiveness if you rely on a diverse set of tools outside the Zoho ecosystem.
Pricing:
- Starts at $14/user/month (15-day free trial available)
9. 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.
- Integration with the HelpCrunch chat and support platform means customers can easily reach out if they can’t find the answers they need.
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)
10. 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, providing immediate solutions and a higher satisfaction rate.
- Universal inbox consolidates all support channels into a single interface, ensuring no query goes unnoticed, regardless of its source.
- Customizable chat widgets can be tailored to match the website’s look and feel.
- Advanced ticketing system organizes, prioritizes, and tracks 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 $9/user/month (14-day free trial available)
Which is the Best Free Help Desk Software?
The best free ticketing system 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.
Evaluation & Selection Criteria
The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:
- User Reviews/Ratings: Direct user experiences, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
- Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
- Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
- Customer Support: The quality of customer support is examined, considering its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
- Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth.
- Personal Experience/Expert’s Opinion or Favorites: This part of the evaluation criteria draws insightful observations from the writer’s personal experience and the opinions of industry experts.
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
What are the benefits of free help desk software?
Benefits include reduced costs, improved customer satisfaction through efficient issue resolution, and the ability to streamline and automate support processes.
What are the limitations of free help desk software?
Limitations often involve restricted features, limited integrations, capped usage (like the number of tickets or agents), and minimal customer support from the provider.
Can I migrate from free help desk software to a paid solution later?
Yes, migrating from free to paid help desk software is usually straightforward, with providers often designing their platforms to facilitate easy upgrades for growing businesses.
Is it secure to use free help desk software?
While generally secure, free help desk software may offer less robust security features and compliance guarantees compared to paid versions. It’s vital to evaluate the provider’s security measures.
Is free help desk software suitable for businesses of all sizes?
Free help desk software can be suitable for businesses of all sizes but may be most beneficial for small to medium-sized enterprises (SMEs) or startups with limited support queries. Learn more about help desk software for small businesses.
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