10 Best Help Desk Ticketing Systems
From AI-powered tools to multichannel support, discover the standout features of the best help desk ticketing systems available in the market.
Help desk ticketing systems are tools for keeping track of customer issues to aid your support teams in resolving them promptly. They help in managing clients, converting customer challenges or issues into positive customer experiences and grow a satisfied customer base for your organization.
With a plethora of help desk ticketing systems in the market, choosing the ideal system for your business can be overwhelming. In this article, I’ll shed some light on some of the best help desk ticketing systems out there so you can determine which is ideal for your business.
Overview:
| Zendesk for Service: Strong cross-channel communication, AI-powered chatbots. | $49/agent/month |
| Atera Helpdesk: Integrates RMM and PSA tools for streamlined IT management. | $99/month |
| SysAid Helpdesk Software: Automation for ticket sorting, prioritizing, and routing; remote access to user machines. | $1200+/yr (500 assets) |
| Freshdesk: AI-based tools for automation, AI bot “Freddy” for knowledge base suggestions. | $18/agent/month |
| Zoho Desk: Multichannel system integrating various communication platforms under one interface. | $20/agent/month |
| Salesforce Service Cloud: AI-powered insights, omnichannel routing, vast knowledge base. | $25/user/month |
| ProProfs: Automation options for ticket handling, public knowledge base for self-service. | $15/user/month |
| HappyFox: Workflows, ticket routing, customizable templates. | $39/agent/month |
| Jira Service Management: Customizable workflows, escalation policies, dashboards and reports for ticket analysis. | $20/agent/month |
| Kayako: Integration with third-party apps, web-based interface, mobile device compatibility. | $60/agent/month |
1. Zendesk for Service
Zendesk is an enterprise-ready help desk ticketing system that offers a variety of features for service organizations. It is one of the oldest and most popular names in the help desk ticketing system industry.
One of its interesting features is the strong cross-channel communication for reaching your customers through their favorite channels such as email, live chat, and social media like Facebook and Twitter.
Zenesk AI-powered chatbots can be personalized and send pre-written responses while the agents are busy solving other tickets. You can configure a knowledge base to allow customers to get help on their issues in a self-service manner.
Its workflows can auto-route tickets per configuration and direct customers to FAQs. You also get in-depth analytics on your service teams through its reports.
Does Zendesk have a free plan?
No. Zendesk does not have a free plan but provides trial use of the entire Zendesk Suite Professional plan.
How much does Zendesk cost?
- Suite Team plan starts at $49/agent/month for unified messaging, automation and workflows, reporting and analytics, apps and integrations, and more.
- Growth plan for $79/agent/month offers advanced automation, custom integrations, and more.
- Professional plan for $99/agent/month offers skill-based routing, customizable dashboards, etc.
- Enterprise plan for $150/agent/month offers a lot more, like customizable workspaces, shared dashboards, etc.
Learn more about Zendesk for Service
2. Atera
Atera’s help desk is tailored for IT departments, making daily tasks efficient and simple. This system allows easy management of support tickets and direct communication with users via live chat. Tickets automatically sync between the client’s portal and Atera’s interface, enabling quick interactions and automated email responses for new and resolved tickets.
Scheduling is streamlined with features to manage technician workflows, pre-schedule tickets, and open them from emails or chats. Automated customer feedback surveys are sent once tickets are resolved.
Atera uses AI to tag tickets with keywords, efficiently directing them to the appropriate IT professional for faster resolution. This smart system saves time and enhances strategic operations.
The software also provides detailed automated reports and analytics, eliminating the need for complex manual entries and highlighting team effectiveness.
Additionally, Atera offers a comprehensive knowledge base for storing and sharing articles, tutorials, and videos, supporting user self-service and easing onboarding processes.
Does Atera have a free plan?
Atera currently does not offer free plans. However, they do offer a 30-day trial with no credit card required when signing up.
How much does Atera cost?
Atera offers two pricing plans tailored to different types of users: one for IT departments and another for Managed Service Providers (MSPs).
For IT Departments:
- Pro Plan: $149 per month
- Growth Plan: $169 per month
- Power Plan: $199 per month
For MSPs:
- Pro Plan: $99 per month
- Growth Plan: $129 per month
- Power Plan: $169 per month
The MSP version includes a billing feature that allows you to invoice your customers based on the time spent on tickets and the products and services you sell. This built-in billing option simplifies the process of charging customers. Contrarily, the IT Department version does not include this billing module on its dashboard.
3. SysAid Helpdesk Software
SysAid is a feature-rich help desk software to manage customer relations for your brand. You can resolve your customers’ issues faster by cross-referencing tickets with the users and their assets. Plus, your employees can solve common IT issues independently through self-service features.
The most interesting part of this tool is automation, i.e., it sorts, prioritizes, and routes tickets automatically to the related desk, so your customer’s issues are solved quicker. It also allows the help desk to remotely access user machines and generate performance reports through the dashboard.
Moreover, it offers hotkeys to capture your screen and send the video to a ticket in the self-service portal, saving loads of time in dealing with other ticket queries.
Does SysAid have a free plan?
Yes. SysAid offers a free trial on all its Help Desk and ITSM plans with no credit card needed.
How much does SysAid cost?
Prices of each plan vary depending on the number of administrators, assets, and modules required. Its Basic and Full Editon ranges from $1200+/yr (500 assets) to $1600+/yr (1000 assets).
Check out our review on SysAid’s Helpdesk.
Learn more about SysAid Helpdesk Software
4. Freshdesk
Freshdesk is an all-in-one customer service software that can be used by small businesses as well as enterprises. It has a wide range of features and tools to manage customer service.
It is highly customizable and easy to use, which makes it one of the best help desk systems on the market today.
Freshdesk features AI-based tools to help solve problems for your customers quickly and efficiently by automating and streamlining your service processes.
For example, it can auto-assign tickets based on set preferences, and its AI-based bot called Freddy can suggest knowledge base articles. Moreover, you can track performance analytics using its customizable dashboards and reports.
Does Freshdesk have a free plan?
Yes. Freshdesk offers a free plan supporting 10 agents, email and social ticketing, a knowledge base, and a ticket trend report.
How much does Freshdesk cost?
- Growth and Pro plans for $18 and $59/agent/month with automation-enabled marketplace apps, custom views, customer fields, time tracking, and more.
- Enterprise plan for $79/agent/month adds sandbox, approval workflows, email bot, etc.
5. Zoho Desk
Zoho Desk is an all-in-one help desk ticketing system that helps customer service teams to manage customer requests and improve the overall customer experience. It offers many features and tools for support agents and managers to provide exemplary service and gain customer service insights.
Zoho Desk is a perfect fit if your business is already using the Zoho Suite. Nevertheless, it is a multichannel help desk system integrating email, live chat, phone, social media, etc., under a single interface.
Moreover, you can create a self-service portal for your customers with FAQs and tutorials (aka knowledge base). Its dashboards and reports provide insights into service performance.
Does Zoho Desk have a free plan?
Yes. Zoho has a free plan supporting 3 agents, email ticketing, customer management, a knowledge base, macros, and more.
How much does Zoho Desk cost?
- Standard and Professional plans for $20 and $35/agent/month, respectively, offer social channels, public knowledge base, assignment and workflow rules, dashboards, integrations, etc.
- Enterprise plan for $50/agent/month offering Zia (AI-powered), live chat, custom functions, validation and layout rules, etc.
6. Salesforce Service Cloud
Salesforce is a powerful and one of the most versatile CRM tools. It enables businesses to manage customer experience, optimize the support team’s performance, and receive AI-powered insights under one platform.
It offers a service console with many productivity tools, efficient service process automation, omnichannel routing, faster case management process, asset and order management, call center management, analytics, and a vast knowledge base.
Moreover, there are different add-ons you can add to your service cloud, including different field service operations, digital engagement through AI-powered chatbots, and a self-service feature that allows customers to find answers to some common questions quickly.
Check out our review on Salesforce Service Cloud.
Does Salesforce have a free plan?
Salesforce Service Cloud has no free plans, but it comes with a 30-day trial. To try it for free, you will need to fill up your particulars, including your name, email, phone number, and company name, and you will be provided with 30-day trial access to the Service Cloud console.
How much does Salesforce cost?
Its most popular plan, the Enterprise plan, starts at $150/user/month and comes with customizable CRM for comprehensive service. Other plans include the Essential plan at $25/user/month, the Professional plan at $75/user/month; and the Unlimited plan at $300/user/month.
All paid plans, too, come with a free 30-day trial.
Learn more about Salesforce Service Cloud
7. ProProfs
ProProfs is a help desk ticketing system that allows companies to manage their customer service and support. It is designed to work as a simple and efficient tool for customer service departments to manage customer issues or tickets.
ProProfs is an enterprise product that was designed to provide a user-friendly interface for both the customer and the company.
Additionally, ProProfs supports many automation options for speeding up the process of solving customer tickets. You can configure it to auto-assign tickets in a round-robin fashion and set up pre-written responses for improved response times.
Also, there’s an option to create a public knowledge base to help customers self-service on common issues. Its real-time reports help measure and improve performance.
Does ProProfs have a free plan?
No. ProProfs does not have a free plan, but it provides a free trial for 15 days.
How much does ProProfs cost?
- Essentials plan for $15/user/month, offering effective support with shared inboxes and essential help desk features.
- Premium plan for $20/user/month supports unlimited inboxes and an advanced feature set including ticket routing, child tickets, white labeling, etc.
- Enterprise plan adds more like custom automation and integrations, Single Sign-On (SSO), etc. If you need a live chat, it costs an extra $5 per plan.
8. HappyFox
HappyFox is a help desk ticketing system that provides a better way for customer support to manage the flow of incoming tickets. It has a simple and intuitive interface that makes it easy for customers to submit tickets and get the help they need.
HappyFox also provides powerful features such as workflows, ticket routing, integrations with other tools, customizable templates, etc.
It helps you to manage customer inquiries, requests, and problems. It provides an easy way for both customers and employees to report issues or request assistance from other teams.
Create a knowledge base and a community forum to help your customers with the tool. Its AI assistant can help manage workflows, chat with customers, and improve support.
Does HappyFox have a free plan?
No. HappyFox does not offer free plans or a free trial. However, you can request a demo, and the support team will see if one can be created for you.
How much does HappyFox cost?
- Mighty plan costs $39/agent/month, offering omnichannel tickets, knowledge base, Single Sign-On (SSO), etc.
- Fantastic plan costs $59/agent/month for multi-branding, custom ticket queues, etc.
- Enterprise and Enterprise Plus plans for $79 and $99/agent/month offer even more: asset and task management in Enterprise and agent scripting and all-time reporting history in Enterprise Plus.
9. Jira Service Management
Jira Service Management helps teams work together, stay on top of issues, and deliver great customer experiences. It is designed to manage the customer service and support needs of organizations of all sizes.
Using this tool, customers can submit tickets through many channels such as email, phone call, chat, web portal, and social media as well.
It helps you categorize and prioritize tickets, create custom workflows for different types of requests, and set up escalation policies for specific types of requests.
Jira Service Management offers dashboards and reports with all the information about the tickets in one place, helping you analyze your service teams’ performance to drive efficient customer support.
Does Jira have a free plan?
Yes. Jira Service Management’s free plan supports 3 agents, unlimited customers, configurable workflows, analytics and reporting, knowledge management, etc.
How much does Jira cost?
- Standard and Premium plans for $20 and $45/agent/month offer cloud support team, service status pages, etc.
- Enterprise plan offers more features like Atlassian Analytics, Atlassian Data Lake, etc.
Learn more about Jira Service Management
10. Kayako
Kayako is a help desk ticketing system that can be used to manage customer inquiries and requests. It provides a ticketing system to track customer issues and helps in resolving them.
The good thing about Kayako is that it can be integrated with third-party applications like CRM or project management tools so that the information of the customers is automatically updated in other systems as well.
Kayako helps drive customer satisfaction, provides insights on improving customer service, and has a web-based interface and compatibility with mobile devices. The software is available as an on-premise solution or as a cloud-based solution that can be accessed from anywhere at any time.
Does Kayako have a free plan?
No. Kayodo does not support free plans but does come with a free 14-day trial for their paid plans.
How much does Kayako cost?
Kayako has a simple pricing structure wherein it offers all features in a single plan for $60/agent/month. It does feel a bit costlier compared to other tools on this list, especially if you have a small team.
Bonus 1. Mojo Helpdesk
Mojo Helpdesk is another cloud-based service that provides an easy and intuitive way to manage customer requests. It supports shared inbox with multiple channels such as chat, email, phone support, and social media, allowing your customers to get help using their convenient method.
Mojo Helpdesk allows lets you monitor tickets in real-time and keep track of what they have done for each customer inquiry. It also integrates with third-party applications such as Slack, Jira, Zendesk, and more.
Does Mojo Helpdesk have a free plan?
No. Mojo Helpdesk does not have a free plan. However, you can try it for free for 21 days.
How much does Mojo Helpdesk cost?
- Team plan costs $14/agent/month, offering ticket tracking, self-service knowledge base, custom forms, unlimited automation, time tracking, custom views, Single Sign-On (SSO), etc.
- Business plan costs $24/agent/month and offers escalation rules, advanced security, phone support, and more.
- Enterprise plan for $34/agent/month offers more features like advanced reporting, extra quotas, sandbox, etc.
Learn more about Mojo Helpdesk
Bonus 2. Vision Helpdesk
Vision Helpdesk can assign employees and agents to handle tickets, set up schedules, and track responses. You can create ticket templates for different types of requests, monitor ticket statistics, and set up schedules for support agents. It also offers an online live chat function for customers.
Vision Helpdesk provides a centralized place for all help desk tickets with simple workflows based on rule-based triggers. It also includes features for speeding up the process, such as auto-sending notifications, gamifying ticket handling, and a shared knowledge base to help boost customer support.
Does Vision Helpdesk have a free plan?
No. Vision Helpdesk does not have a free plan. A 30-day free trial is available.
How much does Vision Helpdesk cost?
Vision Helpdesk offers five plans with a varied set of features.
- Starter Help Desk at $15/agent/month.
- Pro Help Desk and Satellite Help Desk plans respectively cost $25 and $30/agent/month.
- Pro Service Desk and Ent Service Desk plans cost $40 and $60/agent/month, respectively, with extra features. If you are looking for live chat, too, it requires extra licensing.