10 best free helpdesk software to improve your customer support

Customer support teams often face rising ticket volumes, slow response times, and high costs for quality helpdesk systems. A study found that around 20% of businesses manage support manually, while another 20% have no system at all.^[1]

That may work for a small team, but as your business grows, you risk getting buried in tickets, slower responses, and unhappy customers.

A free helpdesk software can help you organize support tickets and improve team efficiency without adding cost or complexity. We picked the 10 best free helpdesk software options to help you handle tickets, reply faster, and keep customers satisfied.

Let’s find the right fit for your business without costing a cent.

Explore the 10 best free helpdesk software

These free tools offer practical features to refine your customer support process. Each option helps you manage tickets efficiently and keeps your customers happy without any added cost.

1. Freshdesk

Freshdesk is built for businesses that want to manage customer interactions seamlessly. It unifies email, chat, phone, and social media queries into one easy-to-use platform. The tool is designed with small teams in mind—up to two users on the free plan. It provides all the basics, like ticketing, a knowledge base, and pre-built reports to boost agent productivity and support customers efficiently.

Freshdesk also features AI-driven automationand customizable workflows to reduce manual tasks. The platform offers real-time reporting so you can track performance and make data-driven decisions. Its intuitive design and powerful integrations let you scale your support as your business grows, all without steep costs.

With the free plan, Freshdesk organizes your support process and speeds up response times, making it an ideal upgrade from manual systems. It streamlines ticket handling so every customer query is addressed on time, leading to higher customer satisfaction and a more efficient support team focused on growth.

How Freshdesk helped Crocus cut down first response time by 91%

Crocus faced a surge in support demand, handling 3,000 to 6,000 monthly queries. By using Freshdesk’s automation, they reduced their average first response time from 24 hours to just 2 hours, a 91% decrease. This faster response increased their customer satisfaction score to 85% and lowered support costs by 30%. Freshdesk refined its operations, proving that smart automation improves service quality, enhances efficiency, and cuts expenses.

Pros

• Delivers faster, personalized customer experiences with a 96% average customer satisfaction score

• Boosts agent productivity by reducing time spent on repetitive tasks, increasing agent productivity by 40%

• Makes smarter, data-driven decisions to improve efficiency, delivering 3X faster actionable insights

• Centralizes customer inquiries from email, chat, phone, and social channels, ensuring all support tickets are in one place

• Automates repetitive tasks, enabling agents to focus on more complex and higher-priority issues

• Customizes workflows tailored to your team's specific needs, increasing efficiency

• Real-time reporting and analytics to monitor support performance and make data-driven decisions

• Facilitates team collaboration through shared ticket management, ensuring smooth communication

• Mobile-friendly design for on-the-go access, allowing your support team to respond from anywhere

• Self-service portal for customers, speeding up resolutions and reducing the support load on your team

Cons

• Some advanced features require a paid plan

• Customization might need extra setup for some teams

• New users may face a short learning curve initially

What customers say

“Well, I like a lot about Freshdesk. The most important thing I like about Freshdesk is that you can use the product for free and when you want more features you will have to pay but the features provided are enough to support customer-related features.” (source)

This mix of robust features and affordability appeals to many users. Adding another perspective, a Reddit user mentioned that Freshdesk stands out for its cost-effectiveness. They observed that the platform is often considered mid-range among SaaS ticketing systems and is one of the cheapest options compared to competitors. (source)

Bonus read: How an AI-powered omnichannel solution can automate and scale customer support (eBook)

2. Zoho Desk

Zoho Desk is a cloud-based helpdesk designed for teams that need a tailored support experience. It lets you build custom workflows and ticket routing, providing clear insights into customer interactions. Zoho Desk simplifies issue resolution with its context-aware AI and built-in knowledge base. The free plan delivers essential tools while easily integrating with your favorite apps, making it ideal for teams that demand flexibility and control.

Pros

• Customizable ticket routing and workflows

• Omnichannel support (email, phone, chat, social)

• Context-aware AI boosts resolution speed

• Built-in self-service portal and knowledge base

• Seamless integration with Zoho suite and other apps

Cons

• Advanced features require a paid upgrade

• Initial setup and customization can be complex

• The interface may overwhelm new users

What customers say

“As an individual contributor in a cost-conscious SME, Zoho Desk is a fantastic suite that integrates customer communication, tracks product development and serves as a single platform for updating product information and usability. Its comprehensive capabilities make it highly efficient for small to medium-sized enterprises.” (source)

3. HubSpot Service Hub

HubSpot Service Hub’s help desk tool centralizes customer queries from various channels into one shared inbox. It integrates with HubSpot’s CRM to give you a full view of each customer and uses AI to automate ticket routing and task assignment. The free plan includes essential features like contact management, ticketing, live chat, and basic reporting, ideal for small teams needing streamlined support.

Pros

• Centralized inbox with CRM integration for a complete customer view

• Supports multiple channels like live chat and email for consistent service

• AI-driven ticket routing reduces manual work

• Simple, user-friendly interface suited for small teams

• Basic reporting helps track support performance

Cons

• Advanced automation and customization require paid upgrades

• Limited features in the free plan may not suit larger teams

• Setup can be complex if you’re new to HubSpot’s ecosystem

What customers say

“HubSpot Service Hub is one of the most powerful tools out there. You can use it for many facets of your organization. Personally, I mostly use the conversation and the service suite, to stay in contact with my clients.” (source)

4. ServiceNow Customer Service Management

ServiceNow’s Customer Service Management (CSM) platform is built to help large businesses streamline customer support through intelligent workflows and automation. Designed to reduce manual effort and increase speed, it connects service agents with real-time data and tools across departments—all within the Now Platform. This allows teams to resolve complex issues faster, deflect routine queries with AI, and scale operations without losing control over service quality.

Pros

• Self-service support available across multiple digital channels

• Smooth cross-department collaboration for complex issue resolution

• Real-time insights to help agents respond with more context

• Built-in automation to reduce repetitive tasks and improve efficiency

• Runs on the Now Platform for unified service delivery

Cons

• Platform complexity may require a steep learning curve

• Premium pricing may not suit smaller support teams

• Customization and setup can be resource-intensive for non-enterprise users

What customers say

“Helps to manage and create tickets easily along with a very customizable environment according to our ticketing platform needs. It helps to check our SLA which leads to completing tasks and work on time.” (source)

5. HappyFox

HappyFox is built for teams that want to manage customer requests across email, chat, social, and phone—all from a single interface. It helps support teams prioritize and resolve tickets faster with custom workflows, smart rules, and real-time dashboards. For businesses juggling multiple channels, HappyFox keeps everything organized without the need for extra tools or tabs.

Pros

• Centralizes all support channels in one ticketing system

• Smart Rules to automate repetitive tasks and approvals

• Customizable queues, statuses, and ticket categories

• Built-in knowledge base for self-service and reduced ticket volume

• Visual reports and dashboards to track team performance

Cons

• Limited scalability in the free plan

• Initial setup may need some manual configuration

• Lacks advanced integrations in lower-tier plans

What customers say

“We finally needed a helpdesk platform with more features than some of the low cost/free options. Upon reviewing HappyFox, we request a demo which was handled very well. We decided to give it a try and getting it up and running was crazy fast and super easy.” (source)

6. Zendesk

Zendesk is a help desk solution designed for professionals that simplifies managing customer support tickets by centralizing communication across channels like email, chat, and social media. With its advanced automation and analytics, Zendesk enhances support efficiency, ensuring that teams can resolve issues faster while providing better customer experiences.

Pros

• Provides multi-channel support, including email, chat, and social media

• Advanced automation for ticket routing, triggers, and macros

• Customizable reporting and analytics for data-driven decision-making

• Seamless integration with various applications like CRMs and social platforms

• Scalable to accommodate businesses of all sizes, from small teams to large enterprises

Cons

• Pricing can be complex and higher depending on the plan and add-ons

• Steep learning curve for new users due to extensive features

• Occasional performance issues when handling large volumes of customer support tickets

What customers say

“The user experience is really simple; it consolidates all communications with customers in one place, whether through email, live chat or phone conversations. The ability to automate workflow tasks such as ticket assignment, response sending and interaction tracking is quite remarkable.” (source)

MultiChoice achieves 94% first-contact resolution with Freshdesk

MultiChoice faced challenges managing customer interactions, impacting resolution times. By using Freshdesk, they refined workflows, resulting in a 94% first-contact resolution. This efficiency led to a 95% customer satisfaction score and a 10% reduction in average handling time. Freshdesk helped MultiChoice consolidate customer touchpoints into a single help desk system, enhancing agent efficiency. Freshdesk refined its operations, proving unified customer records enhance service quality and improve customer satisfaction.

7. Kustomer

Kustomer is a customer service CRM platform designed to help businesses manage high support volumes while automating workflows and streamlining task management. With its AI automation and omnichannel communication capabilities, Kustomer offers a unified solution to handle customer support tickets efficiently across multiple platforms.

Pros

• Powerful workflow automation to streamline repetitive tasks and responses

• Robust task management features that enable easy task tracking and prioritization

• Omnichannel support, including email, chat, SMS, and social media

• Comprehensive reporting tools for detailed insights into customer interactions

• Seamless integration with e-commerce and marketing platforms like Shopify and Zapier

Cons

• Pricing may be out of reach for small businesses

• Steep learning curve for new users due to the feature-rich interface

• Complex for smaller teams to navigate and utilize effectively

What customers say

“Kustomer has a lot of features wherein we can see our previous chats, listen to previous calls, or check the emails sent to the customers which can help us provide a good customer support experience.” (source)

8. Front

Front is a customer service platform designed to enhance collaboration within support teams by consolidating various communication channels into a single, unified inbox. With features like workflow automation, analytics, and seamless integrations, Front helps support teams stay organized and efficient while improving customer satisfaction.

Pros

• Provides shared inboxes for better team visibility and collaboration

• Facilitates team communication through internal comments and mentions

• Offers workflow automation to streamline repetitive tasks and improve efficiency

• Built-in analytics for tracking performance and optimizing support processes

• Integrates with various applications, including CRM systems and communication tools

Cons

• Some features may feel overwhelming to users

• Some users report a learning curve when mastering the platform’s full range of features

• Mobile app performance can be limited

What customers say

“It has a number of features that we use, but I personally love the analytics side of things. I use it in my morning reports for our CEO. And lastly, Front was very easy to integrate. Front makes it easy to integrate our workflow and translate that into efficiency.” (source)

9. Help Scout

Help Scout is a customer support platform that enables efficient collaboration within support teams while offering essential features like shared inboxes, workflow automation, and a comprehensive knowledge base for self-service support. It’s a great option for businesses looking to enhance team productivity and improve customer service.

Pros

• Facilitates collaboration with shared inboxes, allowing support teams to manage customer queries together

• Automates workflows for ticket routing and responses, saving time on repetitive tasks

• Offers a self-service help center for customers to find answers quickly, reducing support requests

• Real-time chat functionality for faster customer response and improved satisfaction

• Provides reporting tools to track performance and optimize support operations

Cons

• Limited integrations compared to other platforms

• The user interface can feel somewhat basic for teams with complex needs or advanced requirements

• Lacks features such as advanced reporting or AI-based automation available in more enterprise-focused platforms

What customers say

“Helpscout was easy to set up. And to maintain the system. And as a result my customers are helped much better. Also, they are very clear in their communication. Once, they announced a change in the system. They helped me in every aspect to implement this change and to make sure everything was set up correctly. Awesome support.” (source)

10. Intercom

Intercom is a powerful customer communication platform that centralizes customer emails, live chat, and other messaging channels into one unified system. It uses AI-driven support to assist your team in providing real-time responses, making it an ideal tool for businesses looking to enhance engagement and improve support team efficiency.

Pros

• Centralizes customer communication across multiple channels, including customer emails, live chat, and social media

• AI-powered tools like Fin AI Agent provide instant, human-like responses to common customer inquiries

• Customizable workflows to automate tasks like ticket routing and response templates, boosting team productivity

• Advanced reporting and analytics for better decision-making and performance tracking

• Scalable solution that suits businesses of any size, from startups to large enterprises

Cons

• Can be expensive for small businesses, especially as you scale

• A wide range of features can make onboarding and full utilization difficult without proper training

• Some advanced features are locked behind higher-tier plans

What customers say

“From its AI solutions to its tickets and conversation systems, you never feel like you are forcing your customers through a robotic software. Even sending macros and interacting with the chatbot will have the flavor of humanity in its support.” (source)

How to choose the best free helpdesk software for your business

Free helpdesk software solutions lower your risk and cost. They let you try essential features before scaling. Here are key points and tips to help you choose the right solution.

1. Business size and support volume

Assess your team's size and the volume of support requests you handle daily. A free plan may work perfectly for a small team with low ticket flow. However, if you expect rapid growth or high ticket volumes, check for user limits and performance scalability to ensure the software won’t slow down under pressure.

2. Essential features vs. nice-to-have extras

Focus on the core functions you need, such as ticket creation, SLA management, and a self-service portal. While features like advanced automation, detailed reporting, and chat integrations are attractive, they aren’t always necessary on a free plan. Prioritize features that directly impact your support efficiency.

3. Integration capabilities with your current systems

Verify that the free helpdesk software integrates smoothly with your existing tools, such as your CRM, communication apps, and email systems. This ensures your support processes are connected, and data flows seamlessly, minimizing manual data entry and reducing errors.

4. User reviews and overall reliability

Read reviews on platforms like G2 to gauge ease of use, reliability, and support quality. Look for feedback from businesses like yours to understand real-world performance and common issues.

Tips for evaluation

• Start with trial and test: Run your team through typical support scenarios during the free trial. See how the tool manages ticket queues during busy periods and how easy it is for agents and customers to navigate.

• Ask specific questions during demos such as: Q. Can you show a live demo of how the system prioritizes tickets when there's a spike in support requests? Q. How easily can we customize workflows and SLAs to match our internal support processes? Q. How does the tool integrate and sync data with our existing CRM and communication systems in real time? Q. What challenges have other customers encountered on the free plan, and how are those typically resolved? Q. Can you provide examples of the analytics and reporting capabilities in action and how they can help improve team performance?

• Review community feedback: Check forums and review sites to see how similar businesses have integrated the tool into their daily operations and what challenges they encountered.

Improve ticket management and customer response with Freshdesk

Free helpdesk software offers a smart, low-risk way to manage support tickets and reduce manual work. With streamlined workflows, basic ticketing, and real-time reporting, these tools help small teams save time and cut costs.

Freshdesk stands out by offering an intuitive, omnichannel platform that automates routine tasks and integrates a robust knowledge base designed to improve response times and customer satisfaction. It’s an ideal upgrade from manual systems.

Sign up to start your 14-day free trial and see how Freshdesk can transform your support process.

Best free helpdesk software comparison chart

Here’s a list of top help desk tools that come with a forever-free plan to meet the basic customer support requirements of businesses.

Please note that we haven’t considered help desks that offer only a free trial for a limited time period and then nudge users to upgrade to continue using the product.