15 Best IT HelpDesk Ticketing Systems in 2025

• Its user-friendly interface makes it easy for our agents to manage customer inquiries efficiently.
• The robust feature set, including the ticketing system, knowledge base, and automation tools, provides us with everything we need to provide excellent customer support.
• The analytics and reporting capabilities allow us to track our performance and continuously improve our processes.
• The ability to customize Freshdesk to fit our specific needs and branding has been a huge plus for us.
• The frequent updates and new features added by Freshdesk helps us stay ahead of the curve in terms of customer support technology.

Our organization decided to purchase Freshdesk as a way to modernize and streamline our customer support processes. We had a growing number of customer inquiries and needed a system that could handle a high volume of requests while providing a positive experience for both our agents and customers. After evaluating various options, Freshdesk stood out for its user-friendly interface, robust feature set, and high ratings from other users.

We have now been using Freshdesk for over 2 years and it has made a significant impact on our customer support operations. Our agents can now handle a greater number of inquiries in less time and our customers are more satisfied with the support they receive. We also appreciate the constant updates and new features that Freshdesk rolls out, which helps us stay ahead of the curve in terms of customer support technology.

• The load time for some pages can be slow, which can slow down our agents and reduce their efficiency.
• The mobile app could use some improvements, such as better ticket management and faster notifications.
• The integration with some third-party tools can be a bit tricky, causing some workflow disruptions.
• The pricing for some advanced features can be a bit high, making it difficult for smaller organizations to afford.
• The user interface could use some simplification to make it easier for new agents to learn and use.

Freshdesk stands out from its competitors by offering a comprehensive suite of customer support tools and features, including a ticketing system, knowledge base, and automation capabilities. Compared to similar tools, Freshdesk has a user-friendly interface and a wider range of integrations, which sets it apart.

I prefer Freshdesk over its competitors because of its robust feature set and customization options. Freshdesk also offers excellent reporting and analytics capabilities, which helps us track our performance and make informed decisions about our support operations.

Additionally, Freshdesk's constant updates and improvements, such as new features and improved user experience, show their commitment to helping customers succeed. This sets Freshdesk apart from competitors who may not be as focused on innovation and improvement.

Overall, Freshdesk's combination of features, performance, and commitment to customer success make it the clear choice for us over its competitors.

When buying a customer support tool like Freshdesk, there are several key criteria to consider:

• Features: Make sure the tool you choose offers the features you need to effectively manage customer inquiries, such as a ticketing system, knowledge base, and automation capabilities.
• User experience: Look for a tool with a user-friendly interface that will make it easy for your team to use and improve their efficiency.
• Integrations: Consider how the tool integrates with your existing tools and systems, and whether the integrations will meet your needs.
• Price: Determine your budget and look for a tool that offers value for the price, taking into account both the cost and the features included.
• Customer support: Look for a vendor that offers excellent customer support, as you will likely need assistance at some point during your use of the tool.

My advice would be to clearly define your needs and priorities, and then use these criteria to compare different tools and choose the one that best fits your requirements.

Freshdesk has evolved significantly over time to better meet the needs of its users. In the past, Freshdesk was primarily a ticketing system, but over the years they've added a wide range of features and integrations to become a comprehensive customer support platform.

Freshdesk has also made significant improvements to the user experience, with a focus on making the platform more intuitive and efficient for its users. They've also added new features such as a knowledge base, automation capabilities, and advanced analytics, making it easier for organizations to manage their customer support operations.

In addition, Freshdesk has also made efforts to improve the performance and stability of the platform, ensuring that it can handle the needs of even the busiest customer support teams.

Overall, Freshdesk has been consistently improving and evolving to meet the changing needs of its users, and this commitment to innovation and improvement is one of the reasons it has become a popular choice for organizations of all sizes.

Freshdesk is a versatile customer support platform that is well suited for a wide range of organizations, including small businesses, mid-sized companies, and large enterprises.

However, Freshdesk is especially well suited for organizations that have high volume customer support operations and need a comprehensive platform to manage customer inquiries effectively. Freshdesk's robust feature set, including a ticketing system, knowledge base, automation capabilities, and advanced analytics, make it ideal for organizations that require a comprehensive solution to manage their customer support operations.

Freshdesk's ease of use and customization options make it a good choice for organizations that need a flexible solution that can be tailored to their specific needs. It's is an excellent choice for organizations that need a comprehensive customer support platform that is both feature-rich and user-friendly.

• Zendesk provides training resources that help new users get up to speed quickly.
• The user interface is intuitive and visually appealing.
• While not the lowest-priced option, its cost is competitive with similar CRM solutions.

My organization needed a CRM solution for our sales department. After evaluating several options, we chose Zendesk primarily for its features and pricing. The platform allows us to create user profiles for over 10 sales representatives, making it easier to manage customer interactions.

Training was also a challenge for us, but Zendesk provides tutorials that help onboard new users efficiently. I have personally used Zendesk for two years, and it has proven to be a valuable tool for tracking and managing sales performance.

• The pricing could be more flexible, and discounts or loyalty programs would be beneficial.
• Communication with the sales and customer support teams has been inconsistent, with chatbot interactions sometimes being unhelpful.
• Dashboard customization options are somewhat limited; additional time-frame comparison features would be useful.

Salesforce is the main competitor I have compared Zendesk to. While Salesforce offers a broader range of features, Zendesk feels more user-friendly and cost-effective for our needs.

Organizations should first determine what they need from a CRM. Some may only require a simple customer database, while others might need advanced reporting and analytics. It's also important to evaluate the platform’s ability to generate reports and visualize sales data before making a decision.

I haven’t noticed significant changes over time. However, the platform has consistently met our needs and continues to perform well.

Zendesk is a great option for organizations with sales teams that need to track performance and manage customer interactions efficiently. It works well for businesses of various sizes, particularly those with up to 100 sales representatives.

I like the integration with the caller center, you can easily make calls and receive calls within the tool without multiple logins to different tools, and calls are secure and faster,

There is enough customer care who responds to all questions on time when you contact them. Lastly, the software can be integrated with Facebook and Twitter without any technical knowledge and at no extra cost.

We had used a lot of tools in the past and none was delivering services to our expectations. We needed software that had all communication channels and marketing features in one place and that is why we bought the freshservice. It is helping us reach back to our clients anytime from any channel they use to contact us. The tool is also helping us in marketing where we can reach to our clients through email campaigns and WhatsApp campaigns, I have used the solution for five years and seven months

It is hard to transfer a chat and a call to another operator or to another department which is challenging us more often because it always fails to get transferred. The mobile application does not sync with the web application and hence you end up losing the chat history you had with the clients from the web application when you decide to use the mobile application. They have very limited payment methods where you can use a prepaid card to make payments towards your subscription.

They have Whatsapp integration which comes with free 1000 messages/month whereas other competitors charge for this service independently

Good for support operators.

It is a cost-effective yet comprehensive IT management platform with a user-friendly interface and ease of implementation. The platform offers a wide range of tools, including incident management, problem management, change management, and asset tracking, all integrated into a single solution. This increases efficiency when managing multiple processes from one platform, enhancing overall productivity.

The interface is intuitive and easy to use, even for teams without extensive technical expertise. Lastly, it provides great value for money, offering critical features that rival more expensive platforms.

Our client has used ServiceDesk Plus for over two years. They chose ServiceDesk Plus because they needed a robust and scalable IT service management (ITSM) solution to streamline their help desk operations and improve overall service delivery.

The client required a comprehensive IT Service Management Platform that provided incident, problem, change, and asset management, all integrated into one tool. This helped centralize their IT processes, ensuring better tracking and resolution of IT-related issues. ServiceDesk Plus allowed them to automate repetitive tasks and customize workflows, improving the team's efficiency and reducing manual work.

Also, a user-friendly interface was vital for the client, along with scalability as they were in a hyper-growth phase. They also needed advanced analytics features to track IT service performance, spot trends, and make data-driven improvements to existing processes.

Some key dislikes the client mentioned primarily revolve around customization limitations and the complexity of setting up advanced features. Some technical team users noted that while the platform is feature-rich, customizing certain areas, such as workflows and reporting, to meet the unique needs of their organization can be difficult. This lack of flexibility can hinder the optimization of IT workflows.

While the basic features are easy to navigate, setting up advanced modules like change management or automation workflows can be complex and time-consuming, requiring more technical expertise than expected. There was also feedback that integrating ServiceDesk Plus with third-party tools or systems can be challenging, especially when synchronizing data across different platforms.

Compared to competitors like Zendesk or Freshservice, ServiceDesk Plus is more cost-effective and offers a wide range of IT management features at a lower price point. While platforms like Zendesk excel in customer support ticketing, they lack the extensive IT asset management or change management capabilities that ServiceDesk Plus provides.

ServiceDesk Plus’s ease of use and quick deployment are ideal compared to other systems like BMC Helix or ServiceNow, which can take longer to implement and require more technical expertise. It ultimately depends on the company's needs, the size of the organization, and the rate of growth.

When purchasing an IT service management tool like ServiceDesk Plus, key criteria include the feature set, scalability, ease of use, integration capabilities, and pricing. First, assess the specific IT management needs of your organization, such as incident management, change management, or asset tracking, and ensure the tool covers all of these in one platform.

Next, consider scalability—can the tool grow with your organization as you expand? Ease of use is critical, especially if your IT team is small or lacks extensive technical expertise, so the tool should be user-friendly. Check integration capabilities with other software in your tech stack to avoid silos.

Lastly, make sure the pricing aligns with your budget, especially if you have a large team or anticipate growing needs. Balancing functionality with cost efficiency is essential when choosing the right tool.

Originally focused on basic help desk functions, the platform now offers integrated ITIL-based processes, including incident, problem, change, and asset management, allowing organizations to manage their entire IT infrastructure from a single platform. This drives more streamlined IT operations and improves efficiency across departments. To further address user demands, automation features have been added to simplify repetitive tasks such as ticket assignment and workflow management, reducing manual workloads and improving response times.

ServiceDesk Plus has also increased its focus on customization, enabling businesses to tailor workflows, reports, and dashboards to suit their specific needs. By introducing both cloud and on-premise deployment options, ServiceDesk Plus has catered to a broader client base with different security and compliance requirements.

With the rise of remote work, the platform has adapted by enhancing its self-service portal and mobile capabilities, enabling employees to raise and track issues from anywhere.

ServiceDesk Plus is ideal for medium to large organizations with dedicated IT departments that need a comprehensive IT service management (ITSM) tool. It is well-suited for companies that require a robust solution for managing help desk operations, incident management, change management, and asset tracking.

I enjoy using the AI feature. Zoho Desk is a great tracker for employee issues. The platform is web based and that makes it easy to access.

I purchased Zoho Desk to manage my remote team of consultants. I use the service to assign tasks, correlate calls and improve client satisfaction. Zoho Desk’s AI feature allows us to direct the customer experience more effectively . It helps my team avoid being overwhelmed. I have used Zoho Desk for 1 year.

It has a lot of features which can be overwhelming for a small team. Zoho Desk is not compatible with all platforms. It also might be more suited to IT focused organizations.

Zoho Desk is an affordable option for employers and consultants that need feedback on customer satisfaction and response time. It's a simple product with a lot of features, some of which I have not had a reason to use yet.

What is the size of your organization? Can you accomplish the goal of creating guides in a free platform like Google Docs? Do you want a program that is user friendly but occasionally has integration problems with other CRM platforms?

I have only used the platform for a year but have seen great response time for my inquiries. They consistently fix bugs quickly.

Zoho is good for small-medium sized organizations and an effective option for more IT focused teams.

I like the user interface, which is smooth and easy for anyone to use. The tool also provides good notifications so you never miss client chats.

We bought the software to communicate with our website users and clients through live chat and support emails. We have used the solution for two years and it has helped us build strong customer relationships because of how fast we now respond to their questions and requests.

Pricing of the software does not favor smaller businesses.

They have more integrations like emails, social media, and knowledge base than other tools.

Consider the modules that come with the solution and whether they cover your needs or not.

They have developed more modules like Knowledgebase where the user can go and read more documentation which cuts down on the number of tickets clients open.

Support agents and sales teams

Solid visuals of project progress. Great automation features, which saved us time and reduced entry errors. Integrated well with other tools the client was using.

I used it for six months as a freelancer, and based on my knowledge, the client used monday.com because it's a cloud-based system that allowed for customizations and automation. I am unsure which software they used before that, but my conversations centered around the time it saved the client. I remember enjoying the time-tracking feature and how it integrated with other tools the client was already using.

Overwhelming at first, as there are many features. The learning curve is steep due to the extensive features.

I have used both Asana and Jira (currently use both), and the visuals are more appealing, and the integrations are more in-depth on monday.com. Also, the customization options cater to someone who likes more control over their work.

Consider the cost and how it will make your employees' jobs easier/save time.

I did not use it prior to this client, so I am unsure of the adaptations it has undergone. However, it is very relevant, so it appears to meet industry needs, as I enjoyed using it for my contract.

I think any organization can benefit from monday.com as its customizability and flexibility allow it to be used by various users and companies.

• Internal Help Articles: The platform offered an internal knowledge base, which helped the team with continual learning efforts.
• Ticket Organization: The platform allowed us to organize our incoming requests in a clear and concise way.
• Ability to Manage SLAs: JitBit allowed us to set service level agreements that applied to our specific use case.

My previous employer, which focused on personalized home-kit meals, used JitBit. They implemented the software to help us easily monitor our customer support mailbox. We used the platform to support incoming requests from both our customers and employees. This tool was a crucial piece of our support model. They began using the platform in 2018, and I worked with it until my departure in 2023.

• Integration options with other products could have been better, especially since our company and team handled a wide range of tasks.
• Reporting functionalities could be improved; we often needed to pull reports, and JitBit did not make this process as easy as we would have liked.
• Pricing was high in comparison to similar tools currently on the market, in our opinion.

JitBit was different from its competitors because it truly offered a "one-stop-shop" experience. We appreciated that JitBit's features allowed users to track the status of their requests via mobile devices and ensured that agents were aware of pending requests. At this time, not many similar platforms offer that level of accessibility, allowing users to step away from their desks while remaining available to provide support.

I think people should focus on the size of their team and both current and future needs when considering JitBit. Although JitBit is highly functional, it has not evolved much to meet more "modern" industry demands, so this could be a factor for fast-growing teams or those requiring cutting-edge features.

Honestly, no—during my time with JitBit, the tool remained stagnant in terms of product development and new offerings.

JitBit is ideal for people working in customer service who have a solid team of around 8-15 people.

• Hiver’s easy integration with Gmail eliminates the need for an additional ticketing system.
• Features such as internal notes and email assignment make collaboration more seamless.
• Automation tools simplify the process of prioritizing and categorizing emails, saving significant time.

My organization adopted Hiver to streamline collaboration for emails and enhance customer support efficiency. We have been using it for two years.

My company sought a solution to decrease response times and improve teamwork while responding to customer emails. Customer satisfaction had suffered due to the disarray caused by managing shared inboxes, leading to missed emails and delayed responses.

Hiver eliminated the need for third-party ticketing systems by providing a seamless way to allocate, monitor, and manage emails directly within Gmail. Workflows became more streamlined, and team performance was better understood thanks to its automation and reporting capabilities.

I have personally been using Hiver for two years, and it has significantly improved our team coordination and email management efficiency.

• Hiver’s reporting capabilities are limited and suited only to basic analytical requirements.
• Some features available on the desktop version are missing from the mobile app, which requires improvement.
• The pricing is relatively high, which may not be ideal for smaller organizations with tighter budgets.

Unlike standalone helpdesk systems, Hiver offers a familiar and user-friendly interface by integrating directly with Gmail.

When considering a tool like Hiver, it’s important to assess how easily it integrates with your existing email platform to avoid workflow disruptions. Look for features such as automation, analytics, and email assignment to improve productivity and teamwork. Scalability is crucial to ensure the tool can grow with your organization’s needs.

Additionally, compare the pricing to your team size and budget while evaluating the vendor’s customer service quality.

Hiver has introduced robust automation features, enhanced its analytics capabilities, and improved collaboration tools such as email assignment and internal notes. Updates have improved speed and provided deeper Gmail integration.

The platform has expanded its functionality to support larger teams while remaining simple and effective for small and mid-sized companies.

Hiver is an excellent choice for customer service departments and businesses that rely heavily on Gmail for managing group emails.

• Integrates all portfolios and information in one place.
• Mobile access
• Excellent ability to track project progress
• Comprehensive ticket/task management

We were in need of project management software and were already utilizing Atlassian suite. We were specifically seeking a solution for teams working in different parts of the project. We also needed a solution that is easily accessible across remote geographies. Ease of collaboration was a "must have" for our selection. Transparency across the project was also a mandatory need to be met.

• Reports are difficult to configure.
• Jira is difficult for non-tech savvy users.
• This is not a good stand-alone product - it needs to be integrated.

Jira is about average; we have found it is best utilized by out software/dev ops teams.

There should be non onsite "Jira guru" that is able to train and direct people--it can be very complicated and difficult to work with for non-tech teams. There is a high "learning curve" with this tool.

Jira has not evolved much since we've been using it. Issues have remained issues for many months.

Software/Dev Ops/Data Science

• HappyFox is a comprehensive solution that enhances customer support processes for businesses.
• We efficiently manage and resolve client requests through HappyFox, benefiting from its excellent user interface and strong customer support during installation and troubleshooting.
• Key advantages of HappyFox include ease of use, solid integrations, and reliable support.

We decided to purchase HappyFox to improve our support capabilities and streamline operations. We have been using it for 1.5 years. HappyFox is a cloud-based help desk software that offers features like ticketing, asset management, task management, and knowledge management. Its automation capabilities, such as recurring tickets, have significantly improved response times. The setup was straightforward, and the intuitive interface makes it user-friendly for our team.

• It can be challenging to track which team member received what, and navigating the software can sometimes be confusing.
• We have experienced downtimes for maintenance that prevented us from performing essential work responsibilities.
• The inability to export full tickets, only the original first message, is frustrating and inconvenient.

HappyFox differs from its competitors by working effectively across all teams within an organization. Often, support platforms are not suitable for every team, but HappyFox works well in this regard.

Consider the level of support your organization needs and evaluate which integrations with HappyFox would benefit your primary work functions.

Over time, HappyFox's support team has improved the support they offer, allowing for a more comfortable and streamlined experience.

HappyFox works well for businesses of any size and any industry.

Kayako was cost-effective compared to its competitors. It offered detailed behind-the-scenes metrics that helped us improve the client experience.

Their support team provided strong assistance throughout our entire partnership.

My company bought Kayako because it was the best platform that fit our requirements for communicating with clients. Our focus was to provide a one-stop shop for clients' legal questions. In addition to the multiple functions the platform offers, it was competitively priced compared to its competitors. My company had approximately 100 people working directly with clients, and Kayako made this easy to manage. The platform had a great reputation for enabling seamless, intuitive, and quick client support.

I don't have anything negative to say. I would give it a solid 9 out of 10, as there are always things that could improve over time.

Kayako differs from its competitors because the platform gives you ownership over various aspects, such as tickets, metrics, and help articles. Other companies often require you to contact them to manage things you should have access to or charge high fees for basic add-ons.

With a tool like this, people should be clear about the service they want to offer. It's important to schedule recurring meetings to discuss platform limitations so they don’t hinder the user experience.

Kayako has remained largely the same since I last used it at my previous company.

Kayako is ideal for learning environments and mid-sized legal institutions.

I appreciate SolarWinds for its simplicity. I value the ability to monitor our network and quickly address any emerging or existing issues. I also like the customizable alerts, which make it easy to pinpoint potential problems.

Our team decided to invest in SolarWinds because we needed a reliable solution to improve data security. Many programs and clients require high levels of privacy when exchanging data, so we chose SolarWinds to strengthen our network security by identifying and monitoring potential threats. One of the key advantages of using SolarWinds is having a system that enables us to effectively monitor and track security threats. I've been using SolarWinds for about five years, and I'm very satisfied with the partnership and the growth we've achieved.

I dislike the pricing structure, as I believe long-term users should receive discounts or rewards. Sometimes, finding support can be challenging, and a simpler search process for troubleshooting information would help. Additionally, the initial setup can be time-consuming, which can disrupt the workday.

I appreciate SolarWinds’ flexibility and customization options, which make it easy to spot and understand issues as they arise. The tool offers a level of adaptability that stands out from other similar solutions.

It's essential to define the specific needs and intended uses for the tool, as this will impact both setup and training. The user-friendly interface is an advantage, as it simplifies onboarding and reduces the need for extensive training.

SolarWinds has adapted to meet market demands by improving the interface and enhancing cloud integration, which has become a significant feature.

SolarWinds is ideal for IT departments and organizations focused on network monitoring.

• Spiceworks is intuitive and easy to use for both IT professionals and non-technical employees.
• Its comprehensive asset management system provides a centralized platform for tracking software and hardware inventories.
• The platform offers excellent value by meeting essential IT management needs without costly licensing fees.
• The active Spiceworks user community provides valuable peer support, troubleshooting assistance, and helpful resources.

My company implemented Spiceworks to enhance helpdesk productivity and simplify IT asset management. We needed a centralized solution to track hardware and software inventories, improve collaboration, and efficiently manage IT issues.

Spiceworks addressed these challenges by offering a cost-effective platform with strong reporting features, a user-friendly interface, and real-time monitoring. The tool's ability to integrate with other platforms helped streamline workflows and boost productivity.

I have personally been using Spiceworks for more than three years, leveraging its features to ensure smooth IT operations and high-quality service delivery.

• Spiceworks can become sluggish when handling large datasets or multiple users simultaneously.
• More advanced customization options for ticketing and reporting functionalities would be beneficial.
• Reliable internet access is crucial for cloud-based components, making outages particularly challenging.
• The mobile app lacks some features and usability compared to the desktop version.

Spiceworks stands out because it offers free IT management tools without licensing fees, making it cost-effective for businesses of all sizes. Additionally, its active user community enhances its value by providing peer-driven support and resources beyond what traditional software solutions offer.

Scalability is a key factor to ensure the tool can grow with the organization’s needs. Usability is also crucial, as a user-friendly interface reduces training time and increases productivity. Integration capabilities should be assessed to confirm compatibility with existing systems.

Additionally, evaluating cost-effectiveness—including both initial costs and long-term savings—is important. Lastly, strong vendor support and community resources should be prioritized for reliable assistance when needed.

Spiceworks has evolved by adding more advanced features, such as network monitoring, cloud-based solutions, and improved IT asset management. Its community-driven support system has also strengthened collaboration by enabling users to share insights and solutions more effectively.

Spiceworks is an excellent choice for IT teams and small to mid-sized businesses looking for an affordable, user-friendly solution for network monitoring, helpdesk support, and asset management.