15 Best IT HelpDesk Ticketing Systems in 2025

It keeps us organized, accountable on timelines, records every submission or edit, which helps us continue to look at our operational processes and make sure they work for everyone involved. When they don't, we're able to use the data of our own activity to make changes and pivot.

We were using Slack messages as a ticketing system for IT requests, and to plan for new employees that would be onboarded. We were also only using email tickets (we would email [email protected], for example, to request personal help with IT related issues). Communication requests/tickets would get lost chronically and we all had enough. Since we started using Freshservice last year, it allowed us to request service (from IT or Onboarding) and even report issues for our own IT needs.

There are other solutions out there that do a better job at organizing tickets, Jira for example.

Freshservice has been good in helping us stay more organized, respond in a way that gives many people simultaneous visibility. That said, Jira is more comprehensive; it has a knowledge base, ticketing, and project planning tools. It's literally everything we need and it turned out to be cheaper than the multiple other systems we have so as a company, we're talking about phasing out Freshservice.

Cost, labor to get it up and running and then continuously running correctly - that takes time! Also, people should think about who they want to have visibility and actions in Freshservice for various scenarios. FS is really good at that.

I would say small startup type companies like ours was/is where the environment is very scrappy and everyone likes to have insight and visibility so we can continue to discuss operational efficiencies.

I like the knowledge base integration, it is easy to set the knowledge base that clients can use to find solution articles to their problems, as the pricing of the software is cheaper compared to other software tools providing the same services and products

I have used Freshdesk for two years to chat with clients through live chat on social media platforms about their issues with our services and products. Our company bought Freshdesk because it supports integration with more tools than other software and is easy to adapt to and understand. Lastly, managing agents becomes much easier with this tool.

It does not provide instant notification in my browser which makes it hard for me to stay on track with communication and at times makes us miss live chats from clients or delayed in getting back to our clients. Besides that, there are no other issues.

They provide enough support that makes you feel easy with the tool and their Whatsapp integration is direct and does not require technical skills. This reduces the time you use to deploy the Whatsapp channel in the tool.

They should consider the pricing of the software and the use case, this tool might be suitable for bigger businesses considering using the knowledgebase and would not suit smaller businesses therefore, pricing should be considered and the use case

They have improved the user interface for tickets, it is now easy to create tickets, find tickets, and solve them from the dashboard, and you can easily filter the tickets that are solved by other agents. Also, they introduced chat history which helps other agents catch up with communication of other agents with clients to avoid confusion in case a ticket is being transferred.

Organizations providing online services like software purchase

Zendesk is easy to use and quick to set up, making it simple for new team members to get up and running without a steep learning curve. The dashboard provides clear, insightful data on ticket volume, agent performance, and customer satisfaction, which helps guide support strategies.

The internal collaboration tools allow agents to easily communicate and tag team members within the same ticket, streamlining support and improving issue resolution. Its integration with help center articles helps reduce ticket volume by empowering customers with self-service solutions.

Our CRM company purchased Zendesk to streamline and centralize our inbound customer support ticket system. At the time, we needed a reliable platform that could efficiently manage support requests, improve response times, and provide clear reporting.

Zendesk's intuitive interface and automation features made it an ideal fit for our small but growing support team. We used the platform successfully for four years, during which it helped us maintain high customer satisfaction and support quality.

Our use of Zendesk concluded when the organization was acquired and the new parent company integrated their own support tools.

There is not much I dislike about Zendesk. During the four years it was utilized, we did not encounter any issues or dislikes with it.

Zendesk stands out from its competitors due to its intuitive interface, robust analytics, and strong focus on customer experience. Compared to other tools we have used—like Freshdesk or Intercom—Zendesk offers a more seamless workflow for managing large volumes of tickets while still making internal collaboration easy.

The ability to create a branded help center and access detailed satisfaction metrics gave us better visibility into customer needs. We appreciated how customizable the platform is, allowing us to scale support as our company grew.

Zendesk offered a better balance of functionality, ease of use, and insightful reporting than many other tools we evaluated.

When buying a tool like Zendesk, consider ease of use and how quickly your team can get up to speed with it. Look for strong reporting and analytics features to track performance and customer satisfaction over time.

Integration capabilities are important—make sure the tool works well with your existing systems like CRMs or chat platforms. Assess the level of customer support and customization available to confirm the platform can grow with your business.

Consider your team's size and needs to choose the right plan without overpaying for unused features.

Zendesk has evolved significantly over the years to better meet users' needs by expanding its suite of tools beyond basic ticketing. It introduced advanced automation and AI-powered features to help teams handle high volumes of support with greater efficiency.

The reporting and analytics capabilities have become more robust, offering deeper insights into customer satisfaction and agent performance.

Zendesk has also enhanced its self-service options, allowing companies to build comprehensive help centers and community forums. The platform has grown to support more complex, omnichannel support needs while remaining user-friendly.

Zendesk is well-suited for growing companies and mid-sized to large organizations that handle a high volume of customer inquiries. It is ideal for businesses that need a centralized system to manage support across multiple channels like email, chat, and social media.

Requesting help on ServiceDesk Plus is time-efficient. It minimizes phone interaction, which could slow down productivity. Being able to track the workflow based on requests already submitted is helpful for follow-up. The search bar allows quick keyword searches, providing fast feedback for solutions.

Working as an operations manager required a lot of collaboration inside and outside the location. ServiceDesk Plus creates a line of communication on all sides. ServiceDesk Plus is key to communicating with IT and service professionals quickly. When a problem occurs, ServiceDesk Plus is available to notify the appropriate party to help solve the issue without slowing down production.

When reporting an issue, it can be hard to find help for your exact problem if you are unfamiliar with the system. Although it is convenient to submit tickets and report issues online, getting a response can sometimes take longer than expected. Requests can also be difficult to modify once they are sent.

ServiceDesk Plus offers more detailed assistance compared to other tools, which tend to be more vague.

Before buying this tool, a buyer should consider who will use it and their comfort level with technology. It's also important to evaluate the primary features the tool will be used for.

ServiceDesk Plus has helped operations managers find solutions or submit tickets with ease, allowing productivity to remain consistent.

ServiceDesk Plus is ideal for organizations that are operationally focused and for those with service professionals at different locations or using third-party servicing.

I like the canned responses that make it easy for me to respond to a client's question by just pasting the canned responses from frequently asked questions.

We bought LiveAgent to offer live chat communication to users on our website and respond to clients’ messages. I have used the software for about two years

The pricing of the software is expensive.

They have a good web application with a good user interface which makes it easier for me to access the chat.

They should think of the pricing and scalability of the software.

They have improved the mobile application and the web application

Support 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.

• Zoho Desk can auto-assign tickets to individuals.
• It allows tracking of helpdesk tickets.
• It also tracks common issues and trends.

My company used Zoho Desk for all of last year. The main reason they bought Zoho Desk was to give customers a chance to create help desk tickets. We found that prior to this, we were losing track of customer requests and issue reports. Through zoho desk, the creation of tickets ensured we did not lose track.

• The price is a bit expensive.
• It would be nice not to have to pay for each individual that we want to have access to.
• If you accidentally close a ticket, it can be a pain to recreate it.

The big criteria that should be considered is how large your business is and how many users you will need. The other is which package would best fit your needs, we used the professional package.

I do see Zoho Desk frequently releasing updates to the system and, over the years we have had it, they have made it more user friendly and easier to track ticket trends.

I would suggest Zoho Desk for any organization that solves problems for customers. Either IT related product issues to product returns.

Jitbit is easy to use, with a simple interface that makes managing support tickets straightforward. The automation features save time by automatically assigning tickets and sending notifications. It integrates seamlessly with email, allowing tickets to be created and updated directly from users’ inboxes. Overall, it’s a good system.

I partnered with Siemens, which chose Jitbit to streamline its internal IT and customer support processes. Before using Jitbit, managing support requests was inefficient and led to delays.

Jitbit helped by centralizing all tickets, automating tasks, and integrating seamlessly with email systems. Its reporting features also provided valuable insights to improve performance.

Overall, Jitbit has been an effective tool for enhancing response times and boosting productivity across teams. My experience with Jitbit has been positive overall, and I recommend it for others to use; I personally used it for two years.

The reporting features, while useful, could be more customizable for deeper insights. It lacks some functionality found in the desktop version, making it harder to manage tickets on the go. It can get expensive for larger teams, especially if many agents are added.

Jitbit stands out from competitors with its ease of use and quick setup, making it ideal for teams that want a simple, intuitive helpdesk solution. Compared to other tools I’ve used, like Zendesk or Freshdesk, Jitbit offers a more streamlined interface with fewer unnecessary features, which helps reduce clutter and confusion for users.

Additionally, its email integration is especially smooth, allowing tickets to be created and managed directly through email with minimal effort. While other tools may offer more advanced features, Jitbit’s strength lies in its simplicity and efficiency for small to mid-sized teams looking for a straightforward helpdesk solution.

When buying a helpdesk tool like Jitbit, consider its ease of use to provide a smooth experience for both support agents and users.

Check for integration capabilities with your existing systems, as this will streamline workflows. Make sure the tool is scalable so it can grow with your organization.

Look for customization options and robust reporting features to track performance effectively. Finally, evaluate the cost to ensure it offers good value for the features you need.

Jitbit has evolved by enhancing its user interface for easier navigation, introducing advanced automation features, and expanding integration capabilities with popular software.

It also improved mobile access for managing tickets on the go and added robust reporting and analytics tools. These updates show Jitbit’s commitment to adapting to user needs and staying relevant in a changing market.

Jitbit is ideal for small to mid-sized organizations seeking a straightforward helpdesk solution. Its user-friendly interface requires minimal setup and training, making it suitable for teams without extensive IT resources.

Jitbit is particularly beneficial for companies needing strong email integration, automation capabilities, and customizable workflows, making it a great fit for industries like technology, healthcare, education, and professional services.

Hiver integrates seamlessly with Gmail, making it easier to organize emails by department and tag the person best equipped to address an issue.

Hiver includes a built-in chat system that facilitates simple and effective communication among colleagues.

It allows for easy tracking of each email or case by marking its status as "in progress" or "closed," and it displays details of the steps taken to resolve the issue.

As an organization, we frequently encountered repeated responses to the same customer emails, or emails were being missed without any response. We were overwhelmed with unorganized emails, leading to confusion about which department should respond.

The owner began researching systems or platforms that could help improve email response times and ensure emails were directed to the appropriate departments. Hiver allows us to tag the appropriate person to respond to an email, preventing multiple responses to the same case. It is integrated with Gmail, giving it access to all emails for organizational purposes.

Additionally, it includes a chat feature that simplifies communication among employees. I have used Hiver for about six months, and it has been an effective solution that I would gladly use again.

I don't have any cons at this time.

Hiver is better than Zendesk. Hiver can be automated to organize emails, or users can manually organize them. I prefer Hiver because it is easy to use, simple to understand, and capable of performing multiple tasks to improve work quality and efficiency.

When buying this type of tool, consider the email platform you are using and ensure the tool is compatible.

Pricing is another important criterion, as it is essential to choose a tool that provides value and benefits to the company.

Look for a tool that can streamline workloads and improve the work environment to enhance customer satisfaction.

Hiver has become more efficient with enhanced automation, improved organizational features, and a built-in chat system for better collaboration among colleagues.

Hiver is ideal for customer experience-focused and customer-based organizations.

• Easy to use
• Very intuitive UI
• Out-of-box workflows for IT service desk is wonderful

I just moved to Atomic and I wanted a proper IT ticketing system and directly Jira Service Management was my first choice since it is very rigid as tool and very developed to handle my IT requests (tasks and problems)

• Pricing model is a bit expensive once we are more than 3 agents
• The opsgenie email integration is a bit misleading when you get the first couple of emails
• The user options are a bit too much detailed and their layout is a bit old, a sprinkle of UI redesign here is very much appreciated

It is cheaper than competition and their integration with other Atlassian services is great to have. Plus, having to set up Jira Service Management for a SME is an easy and great experience for all users.

First and foremost, if you already have Atlassian (Jira or Confluence) adding the Jira Service Management is a must since your user base is already integrated. The web portal is great once you define what your main pain points are and the fluidity of the emails is something not to miss.

Mostly SME since it can be started with 0 cost to get used to all the feature before investing more on other Jira/Atlassian products

The ticketing system format and organization are excellent. The dashboard is user-friendly and provides a clear overview. The notification features help keep the team informed and responsive.

We purchased HappyFox to manage tickets for both IT and Facilities departments. We struggled to keep up with tickets submitted by staff and needed a centralized ticketing system. Before HappyFox, staff submitted their "tickets" (i.e., issues and needs) via email, IM, in-person requests, etc., which became unmanageable as our organization grew. Our team took about four months to work out the kinks and has been using it for almost three years now. I used it during my one year on staff and found it extremely beneficial, as you can track ticket submissions, assign them to individuals, add notes, and communicate with the ticket submitter regarding updates.

The interface can be a bit cluttered. It was somewhat clunky to train on. Staff initially struggled to grasp all its features.

I'm not entirely sure, as we didn't have a ticketing system before. However, from the options we considered, HappyFox seemed to offer more capabilities. I prefer this system because of its features, ease of use (once familiarized), and the ability to collaborate with other departments and team members.

Consider the specific problem you're trying to solve. Review all of HappyFox's features to determine if it addresses your needs. Think about how you want to collaborate across departments. Will HappyFox fit your requirements? Lastly, provide multiple training sessions and resources to ensure staff are comfortable using the system.

It added new statuses and allowed us to create custom statuses for our organization.

It is well-suited for IT, Facilities, Operations, and other task-oriented services or departments.

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.