Best free help desk software list 2024

Overview:

Overwhelmed by endless customer support emails and inquiries? Struggling to keep track of issues and ensure your team is providing efficient service? Freshdesk can help. Freshdesk offers a forever-free plan packed with features designed to streamline your customer support operations and boost agent productivity.

Whether you're a small business just starting out or a larger organization looking to improve your existing help desk system, Freshdesk's free plan provides the tools you need to deliver exceptional customer service. Join us as we scope out all the essentials and extras that this free help desk software can give you and your team.

What is free help desk software?

Free help desk software is a revolution for your customer service reps — it provides a centralized platform to manage all your customer support interactions so they can seamlessly organize email inquiries, chats, and social media messages into a single, easy-to-navigate interface. If you find yourself juggling multiple communication channels, free help desk software can lend a helping hand to ensure no request gets lost in the shuffle.

Beyond interaction organization, free help desk software empowers you to:

• Streamline workflows: Automate repetitive tasks, like ticket routing and status updates, freeing your team to focus on resolving complex issues.

• Enhance collaboration: Facilitate seamless teamwork by enabling agents to collaborate on tickets, share knowledge, and ensure consistent issue resolution.

• Boost customer satisfaction: Respond to inquiries faster and provide a more professional support experience, leading to happier customers.

Why should you consider using free help desk software?

Even with a limited budget, you can reap the benefits of a robust help desk system. Free help desk software offers a cost-effective way to:

• Increase efficiency: Automate tasks, streamline workflows, and improve agent productivity, allowing you to do more with less.

• Improve customer service: Deliver faster response times, resolve issues efficiently, and enhance your overall customer experience.

• Gain valuable insights: Track key metrics, analyze customer interactions, and identify areas for improvement in your support operations.

Free help desk software isn't just about saving money; it's about investing in the tools that empower your team to deliver exceptional customer service and build stronger customer relationships.

Benefits of free help desk software

Free help desk software offers a compelling value proposition, empowering businesses of all sizes to elevate their customer support game. Let's dive into some key benefits:

Cost savings

If you’re budget-conscious, free help desk software is a built-in cost saver. Gain access to powerful support tools without the upfront costs associated with paid solutions. This free route allows you to allocate resources towards other areas of business needs while still providing exceptional customer service.

Basic feature set

Free help desk software ≠ bare-bones functionality either. Most solutions offer a robust set of core features that may cover the essentials but may bridge the functionality gap for you (especially if you’re a startup):

• Ticketing system: Organize and track customer inquiries efficiently, ensuring no request goes unnoticed.

• Knowledge base: Build a self-service portal empowering customers to find answers independently, reducing support ticket volume.

• Collaboration tools: Facilitate seamless teamwork amongst support agents, enabling faster issue resolution.

• Reporting and analytics: Gain valuable insights into customer interactions and identify opportunities to improve your support operations.

By offering these core functionalities, free help desk software empowers you to deliver professional and efficient customer service that respectfully scales with your growth (and budget).

Community support

You’re free to find your community. While free help desk software may not come with dedicated customer support, many solutions offer vibrant online communities. Here, you can connect with other users, share best practices, troubleshoot issues, and access valuable resources like FAQs and tutorials. This collective knowledge base can be a goldmine of information, which is a real incentive when navigating the software.

Easy to start

Free to help, easy to start. Free help desk software is designed with ease of use in mind. They typically offer intuitive interfaces and require minimal setup time. This allows you to get started quickly and begin reaping the benefits of a streamlined support system without extensive technical expertise.

What key features should you look for in free helpdesk software?

Let’s face it. Choosing free help desk software, while cost-effective, that personally provides the functionalities needed to effectively manage your customer support needs matters. Here are some key features your team should prioritize before signing up:

Automation features

Free help desk software isn’t just an inbox upgrade. Look for solutions that offer automation features to streamline workflows and free up your agents' time. This could include:

• Automatic ticket routing: Route incoming tickets based on predefined rules, ensuring they reach the most qualified agent for faster resolution.

• Auto-responders: Set up automated responses to acknowledge inquiries and provide basic information while your team works on a solution

• Canned responses: Create pre-written responses to frequently asked questions, allowing agents to address common customer issues swiftly.

Multichannel support

Customers expect to interact with you on their preferred channel, be it email, chat, social media, or a web form. A free help desk tool should provide the ability to manage inquiries from all these channels within a single platform, offering a seamless experience for your customers and a consolidated view for your agents.

Strong analytic/reporting capabilities

Data is a driving force for customer service. Look for a solution that offers robust reporting features allowing you to track key metrics like response times, resolution rates, and customer satisfaction. Analyze these insights to identify areas for improvement and make data-driven decisions to optimize your support operations.

Self service options

If your customers can help themselves, make it easy for them. Empowering your customers to find solutions independently is a win-win. A strong self-service portal within your free help desk software allows customers to access knowledge base articles, FAQs, and troubleshooting guides, reducing the burden on your support team and deflecting common inquiries.

Ticket routing

Free help desk is the ticket. Efficient ticket routing ensures inquiries reach the most qualified agent for swift resolution. Look for features like skills-based routing, where tickets are automatically assigned based on the agent's expertise, or round-robin routing, which distributes tickets evenly amongst available agents.

Strong knowledge base

A well-maintained knowledge base, like FAQ’s, is essential for self-service and agent efficiency. Your free help desk software should allow for easy creation, organization, and management of your knowledge base articles.

Integration capabilities

Did you know that having the ability to integrate your help desk software with other business tools can significantly enhance its functionality? Look for solutions that integrate with your CRM, email marketing platform, or project management software, streamlining workflows and creating a more unified customer experience. For more information, consult a comprehensive CRM guide.

10 best free helpdesk software

Choosing the right free helpdesk software can be overwhelming. Here's a breakdown of five top options to help you find the perfect fit:

1. Freshdesk

Freshdesk is a popular, user-friendly, and innovative free help desk solution ideal for startups and small businesses. It offers a comprehensive suite of features designed to streamline customer support operations.

Key features

• Ticketing system

• Knowledge base 

• Automation rules 

• Multi-channel support

• Reporting & analytics

• Self-service portal

• Mobile app

How Freshdesk is a user-friendly option with room for growth

Freshdesk is a popular choice for customer support teams due to its user-friendly interface and robust ticketing system. Even those new to help desk solution can navigate Freshdesk with ease, allowing them to quickly resolve customer inquiries. Additionally, Freshdesk offers a free plan, making it an attractive option for startups or small businesses with limited budgets. This free tier provides core functionalities to manage basic support requests.

However, companies with more complex needs or larger customer bases might find themselves outgrowing the limitations of the free plan and needing to upgrade for essential features like automation or advanced reporting.

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.

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.

2. Jira Service Management

Built on the powerful Jira platform, Jira Service Management offers a free plan specifically designed for IT help desks. It excels at managing complex workflows and project-based support requests.

Key features 

• Ticketing system

• Customizable workflows

• Kanban boards for visual task management 

• SLA management

• Automation capabilities 

• Reporting & analytics

Pros and cons of Jira Service Management: 

• Ideal for IT teams 

• Strong project management features

• Good for handling complex customer requests

• Free plan for up to 3 agents and 10 projects

• Steeper learning curve compared to some options

3. OTRS Free Edition

OTRS Free Edition is a feature-rich open-source helpdesk solution offering high customizability and scalability. However, it requires some technical expertise for setup and maintenance.

Key features

• Ticketing system

• Multi-channel support

• Powerful automation engine

• Agent collaboration tools

• Extensive reporting & analytics

• Strong security features

Pros and cons of OTRS Free Edition

• Highly customizable

• Open-source platform

• Robust feature set

• Good for large organizations

• Free forever (open-source)

• Requires technical expertise to set up and maintain

• Less user-friendly interface compared to some options

4. Seamless Help Desk Free Edition

Seamless Help Desk Free Edition is a cloud-based solution offering a simple and user-friendly interface for managing customer support inquiries.

Key features 

• Ticketing system

• Email & chat support 

• Basic reporting & analytics

• Knowledge base creation

• Mobile app

Pros and cons of Seamless Help Desk

• Easy to use 

• Good for basic customer support needs

• Free plan (forever) includes mobile app access

• Limited feature set compared to other options

• May not be suitable for complex support needs

5. Spiceworks

Spiceworks offers a free and feature-rich helpdesk solution specifically designed for IT departments. It excels at managing IT assets and network infrastructure alongside support ticketing.

Key features

• Ticketing systems 

• Asset management

• Network monitoring

• Self-service portal

• Community forum access

Pros and cons of Spiceworks

• Feature-rich for IT departments

• Free plan (forever) includes asset management 

• Strong community support

• Primarily focused on IT support so not a great fit for cross functionally 

• May not be ideal for general customer service needs

6. LiveAgent

LiveAgent is a cloud-based customer support platform that offers a variety of features to help businesses manage customer interactions. It's an all-in-one solution that includes features like live chat, ticketing system, call center functionality, and a knowledge base.

Key features

• Ticketing system

• Live Chat

• Automation

• Integrations

• Omnichannel communication

Pros and cons of LiveAgent

• Easy to use

• Scalability

• Rich feature set

• Limitations with free trial

• No advanced customization or reporting with free version

7. HubSpot Service Hub

HubSpot Service Hub is a cloud-based customer service software designed to centralize and streamline your customer support operations. It integrates with other HubSpot products (Marketing Hub, Sales Hub) to provide a unified customer experience across different departments.

Key features

• Conversational inbox

• Knowledge base

• Customer satisfaction surveys

• Ticketing system

Pros and cons of HubSpot Service Hub

• Unified customer experience

• Scalability

• Data-driven decision making

• Pricing can be expensive for larger teams

• Limited customization and steep learning curve

8. Mint Service Desk

Mint Service Desk is a cloud-based IT service management (ITSM) platform designed to streamline IT support operations. It combines functionalities like ticket management, asset management, and complaint management into a single solution.

Key features

• Asset management

• Complaint management

• Self-Service portal

• Mobile App

• ITIL compatibility

Pros and Cons of Mint Service Desk

• All-in-one solution

• User friendly interface

• Customization

• Limited free plan

• Pricing transparency

• Primary focus on IT support

9. SysAid

SysAid is a comprehensive IT service management (ITSM) platform offered as a cloud-based solution. It goes beyond just ticketing by offering features for asset management, self-service portals, and ITIL®️ compliance.

Key features

• Configuration management(CMDB)

• Automation

• Integrations

• Security and compliance

• Change management

Pros and cons of SysAid

• Robust ITSM platform

• Scalability

• Security focus

• Complex pricing

• Steep learning curve for new users

• Hyper focus on IT support

10. Hesk

Hesk is a free and open-source help desk software solution. It allows organizations to manage customer support inquiries through a ticketing system.

Key features

• Email integration

• Ticketing system

• Canning responses

• User management

• Knowledge base

Pros and Cons of Hesk

• Cost effective

• Easy to use

• Community support

• Limited features

• Self-hosting required

• Security concerns

Meet your customer service needs with Freshdesk’s free helpdesk software

Exceptional customer service is no longer a luxury, it's a necessity. Freshdesk's free helpdesk software empowers businesses of all sizes to streamline their support operations, elevate customer satisfaction, and achieve growth.

Whether you're a startup looking for a user-friendly solution or simply a growing business seeking to optimize your existing workflows, Freshdesk offers the tools you need to deliver exceptional customer experiences that work well with your budget too.

Here's a breakdown of some key Freshdesk features:

• Ticketing system: This core functionality allows agents to organize and track all customer interactions through a centralized platform. 

• Multi-channel support: Freshdesk empowers agents to handle customer inquiries from various channels like email, chat, social media, and web forms. 

• Knowledge base & self-service portal: Freshdesk allows you to build a comprehensive knowledge base with articles, FAQs, and troubleshooting guides.

• Automation features: Freshdesk offers automation tools to streamline repetitive tasks and improve agent productivity.  

• Collaboration tools: Freshdesk facilitates seamless teamwork by allowing agents to collaborate on tickets, share notes internally, and escalate issues if needed. 

• Reporting and analytics: Freshdesk provides insightful reports on key metrics like response times, resolution rates, and customer satisfaction. 

• Mobile app: Freshdesk offers a mobile app that allows agents to stay connected and manage customer inquiries on the go = uninterrupted service and faster response times.

In addition to these core features, Freshdesk integrates with various business tools like CRM and project management software, which is good news for functionality and streamlining workflows for your customer service representatives. Is your team ready to test the limits of a free help desk? Sign up for your free plan today and see how Freshdesk can transform your customer service in just a few clicks.