Top 12 IT Help Desk Ticketing Systems - March 2021

The best help desk ticketing systems, features, benefits, pricing guidelines, and recommendations.

As your business and customer base expand, having a help desk ticketing system becomes increasingly necessary for your customer support operation to run successfully. Without one, your team simply cannot swiftly and efficiently handle customer queries, requests, and incident reports that continue to pile up on different channels.

While help desk software is not in the HR space, we find that many of our readers are asking us about these solutions and so wanted to provide some research so they can find and buy the right ticketing system :)

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Top 12 IT Help Desk Ticketing Systems

There are several IT help desk solutions on the market today, each with different selling features and price points. In this article, we’ve listed the best help desk software solutions available for businesses of all sizes to help you make an informed decision:

Freshdesk

Review

Freshdesk is a highly scalable, cloud-based help desk system for businesses of all sizes. It features a shared inbox where all customer support tickets from several channels are collated, customizable workflows, automated pop-ups that help deflect common customer queries, and comprehensive dashboards to monitor quality metrics. Freshdesk also offers a team huddle feature that allows you to bring in experts to resolve complex tickets, as well as a gamification feature to motivate agents and improve their performance.  

Freshdesk

Stats

  • Trusted by over 40,000 customers around the world
  • Freshworks is among the Top 25 cloud companies to work for

Freshdesk

Pricing:

Freshdesk offers four plans: Free, Growth, Pro, and Enterprise. The free plan is ideal for small businesses to get started with help desk software. The Growth, Pro, and Enterprise plans range from $15-18 to $79-95 per agent per month, depending on if you go with monthly or annual billing. All Freshdesk plans can be trialed for free for a 14-day period. Also, the enterprise plan offers 5000 bot sessions per month.

Best For

Companies of all sizes looking for a comprehensive customer support solution.

Worth Checking Out:

Freshdesk isn’t classified as an IT service management (ITSM) solution. The company, Freshworks, offers another tool for that called Freshservice, which is more suitable for enterprise-level businesses. Visit Freshwork’s website for more information about their offerings.

Freshservice

Review

Freshservice is a cloud-based IT service management (ITSM) solution with a modern and user-friendly interface. Made specifically with enterprises in mind, Freshservice is ideal for companies looking for an ITIL-compliant solution with features for change management, incident management, release management, and much more.

Freshservice

Stats

  • Freshservice customers see a 308% ROI
  • Over 40,000 customers use Freshservice

Freshservice

Pricing:

  • Starter: This plan costs $19 per agent per month and is billed annually.
  • Growth: This plan costs $49 per agent per month and is billed annually.
  • Pro: This plan costs $89 per agent per month and is billed annually.
  • Enterprise: This plan costs $109 per agent per month and is billed annually.

Best For

Freshservice can be used by companies of all sizes due to their tiered pricing but it is mainly geared towards enterprises. Small and medium-sized companies with less complex needs are recommended to use Freshdesk, Freshworks’ help desk solution.

Worth Checking Out:

LiveAgent

Review

LiveAgent is a customer service solution with a clean and user-friendly interface. It features a unified inbox where all customer support tickets are collected from different channels then assigned and prioritized according to your predefined workflows. Its native live chat is easily accessible via a widget that integrates smoothly with your websites and apps, allowing you to connect with customers instantaneously. LiveAgent also offers a knowledge base that empowers customers to self-serve, a built-in call center with IVR and unlimited call recording storage, and over 40 third-party integrations with popular solutions.

LiveAgent

Stats

  • 3,000+ reviews on top comparison websites
  • LiveAgent integrates with multiple communication channels and offers nearly 200 features.

LiveAgent

Pricing:

LiveAgent offers a free plan with some limitations on the features that can be accessed and three paid plans with feature increases, competitively priced as follows: 

  • Ticket: $15 per agent per month for LiveAgent’s ticketing solution.
  • Ticket+Chat: $29 per agent per month for access to LiveAgent’s ticketing solution and live chat. 
  • All-inclusive: $39 per agent per month for all of LiveAgent’s features without any limits.

Best For

Companies of all sizes looking for an affordable and easy to use customer support solution.

Worth Checking Out:

ServiceDesk Plus

Review

ServiceDesk Plus is a full-stack service management platform with both cloud and on-premise deployment options. With features for incident management, problem management, change management, and much more, ServiceDesk Plus provides midsize and large companies with great visibility and control over their IT issues to ensure that they suffer no downtime.

ServiceDesk Plus

Stats

  • Used by over 180,000 companies around the world, including 9/10 of Fortune 100 companies
  • 3,000,000+admins

ServiceDesk Plus

Pricing:

ServiceDesk Plus has 3 plans: Standard, Professional, and Enterprise. The pricing of those plans isn’t disclosed upfront. Contact ServiceDesk Plus’ sales team to get a custom quote.

Best For

ServiceDesk Plus is best for midsize and large companies.

Worth Checking Out:

Zoho Desk

Review

Zoho Desk is a cloud-based help desk software that allows you to provide context-driven support. It provides comprehensive features and workflows for ticket management, assignment, categorization, prioritization, escalation, and more. It also features a knowledge base for ticket deflection through self-service, as well as easy-to-use dashboards to track quality metrics such as customer satisfaction and overall team performance.

Zoho Desk

Stats

  • Zoho Desk offers 24/7 support without a global team
  • Zoho Desk was featured in Gartner's Magic Quadrant for CRM Customer Engagement Center (CEC), 2020

Zoho Desk

Pricing:

Zoho Desk stands out from competitors by offering affordable plans, ranging from free (with a reasonable limit of three users) to $35 per agent per month billed annually. 

  • Zoho Desk’s most popular plan, i.e. Zoho Professional, includes several feature additions and goes for a competitive price of $20 per agent per month when billed annually.
  • Their most comprehensive plan, i.e. Zoho Enterprise, is on par with most top-tier plans by other providers in terms of features and goes for a significantly low price of $35 per agent per month billed annually.

Best For

Companies of all sizes looking for a comprehensive yet affordable customer support solution.

Worth Checking Out:

JitBit

Review

JitBit is a customer service software with a clean user-interface that’s very easy to navigate; it has an inbox for all incoming tickets, a knowledge base for customers and agents to self-serve, and a reporting section with detailed dashboards, providing insights into all of your activities. Amongst JitBit’s features are automation rules and categories that allow you to stay organized and optimize a good number of tedious processes.

JitBit

Stats

  • Over 63,000,000 tickets have been managed through JitBit
  • JitBit integrates with 500+ applications

JitBit

Pricing:

When billed annually, JitBit’s cloud-based software plans cost as follows:  

  • Freelancer: costs $24.92 and is capped at 1 agent only.
  • Startup: costs $58.25 for up to 4 agents.
  • Company: costs $108.25 for up to 7 agents.
  • Enterprise: costs $208.25 for up to 9 agents, with $29 per extra agent. 

JitBit’s self-hosted version is a single-time purchase starting at $1699 for small companies, $3499 for medium-sized businesses (up to 20 agents), and $4999 for enterprises with an unlimited number of agent accounts. This on-premise solution can be trialed with a 30-day moneyback guarantee.

Best For

Medium to large sized companies looking for a self-hosted customer service solution.

Worth Checking Out:

Zendesk is arguably the most well-known customer support software available today. With its intuitive cloud-based interface, it allows you to receive, prioritize, and handle customer issues and queries from different channels including email, chat, and social media, all in one centralized and shared location. 

With the help of triggers, you’re able to automatically assign and escalate tickets to specific groups, send automated responses and follow-ups, notify customers and agents of certain updates and tag certain tickets for easy reporting and information retrieval. Among Zendesk’s features are also integrated surveys to measure customer satisfaction and analytics dashboards to monitor your team’s performance.

Zendesk

Stats

Zendesk

Pricing

Zendesk offers five paid plans: Essential, Team, Professional, Enterprise, and Elite. These plans cater to different business sizes and range from $5 to $199 per agent per month, billed annually.

To find out which plan suits your business, visit Zendesk’s pricing page. You can sign up for a free 14-day trial or contact Zendesk’s team for a demo.

Best For

Worth Checking Out:

Kayako is a user-friendly customer support solution with cloud-based and on-premise deployment options. It packs many of the common features of ticketing systems such as omnichannel support for incident logging, live chat, a help center for self-service, an analytics dashboard, integrations with social media channels, and popular third-party tools, customizable business logic rules for workflow creation, process automations and more. 

Kayako also offers some standout features such as customer journeys, a detailed record of everything the customer has been up to before logging a support ticket, which allows you to provide context-driven customer service. Another notable feature is the ability to add collaborators, i.e. other employees besides your customer support agents and managers that can access customer data.

Kayako

Stats

Over 131,000 agents provide support using Kayako.

Kayako

Pricing

Kayako offers three plans: Inbox, Growth, and Scale. The Inbox plan starts at $15 per agent per month, while the Growth and Scale plans cost $30 and $60 respectively per agent per month. 

Kayako also offers free 14-day trials for all of its plans as well as demos upon request. Check out Kayako’s pricing page for more information on their available plans and features.

Best For

Companies of all sizes looking for an easy to use customer support solution.

Worth Checking Out:

HappyFox is a web-based help desk that’s most notable for its easy and quick set-up. It integrates with several points of contact to collect tickets and organize them neatly on its Ticket List page. Tickets can be automatically assigned to available agents or specific groups and escalated to experts as needed. 

HappyFox offers users customizability options to create workflows, views, canned actions, tasks, reports, and more. It also offers a self-service portal that’s connected to your knowledge base and an AI-powered Chatbot that helps customers with common questions, taking a considerable weight off your support agents’ workload.

HappyFox

Stats

HappyFox

Pricing

HappyFox offers four pricing plans, Mighty, Fantastic, Enterprise, and Enterprise Plus. Mighty and Fantastic target small and medium-sized businesses and start at $29 and $49 per agent per month, while Enterprise and Enterprise plus are more geared toward larger operations.

Best For

Medium to large sized companies looking for an easy to use customer service solution.

Worth Checking Out:

SolarWinds Service Desk is an IT service management (ITSM) solution that goes beyond just ticketing and incident management. Besides allowing you to assign, prioritize and escalate tickets collected from different sources, it offers features for self-service, live chat, scheduled reporting, asset management, change management, network discovery, API access, and more.

SolarWinds

Stats

SolarWinds

Pricing

SolarWinds Service Desk offers a tiered pricing model of four plans that can be tested for free for up to 30 days. When billed annually, SolarWinds Service Desk’s plans cost as follows:

  • Team: $19 per agent per month with an additional $0.10 per device per month 
  • Business: $39 per agent per month with an additional $0.30 per device per month
  • Professional: $69 per agent per month with an additional $0.50 per device per month
  • Enterprise: $89 per agent per month with an additional $0.70 per device per month

Best For

Medium to large companies looking for an ITSM solution with asset management capabilities.

Worth Checking Out:

Besides Service Desk, SolarWinds also offers Web Help Desk, a robust on-premise help desk solution that you can purchase a perpetual license of, once only. Visit SolarWinds’ website for more information on their ITSM and help desk solutions.

Spiceworks is a free of charge ticketing system with cloud-based and on-premise deployment options and mobile apps for Android and iOS devices. Spiceworks packs all the features you’d expect from a help desk ticketing system, like omnichannel support, automatic ticket assignment and management, a self-service portal, and more - all without any limitations on the number of agent accounts, customers tickets, data storage, etc.

Spiceworks

Stats

Spiceworks

Pricing

As far as pricing goes, Spiceworks stands out from competitors by offering all of its products for free. The company makes its profit from ads that appear in the backend and are sponsored by numerous IT vendors.

Best For

Small and medium sized companies looking for a FREE customer support solution with cloud-based and on-premise versions.

Worth Checking Out:

Created by Atlassian, Jira Service Management is a collaborative IT service management (ITSM) solution that enables your support team to create multiple projects to track and handle customer support requests and incidents.

Jira Service Desk

Stats

Jira Service Desk

Pricing

Jira Service Management offers a three-tiered pricing structure with its Free, Standard, and Premium plans. The Free plan offers access to a good number of the platform’s features and is capped at three agent accounts. The Standard and Premium plans start at $10 and $40 per agent per month and can be trialed for up to 7 days for free. Visiting Jira Service Management’s pricing page for more information.

Best For

Companies of all sizes looking for a robust customer service and project management system.

Worth Checking Out:

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Final Advice

Choosing a help desk ticketing system can be a long process, but we’re confident you’ll make a good selection if you: 

  • Carefully consider your needs and budget and make purchases accordingly. 
  • Sign up for a trial period to experience the help desk first-hand and see if it’s the right fit for you. 
  • Schedule demos with different help desk vendors to get all of your questions answered

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