5 Best Free Help Desk Software for 2019

Mary Clare Novak
Mary Clare Novak  |  October 3, 2019

If you can’t give customers a pleasant experience, you can kiss their business goodbye.

Nowadays, customers have a lot of ways to communicate with your business. Each communication channel needs to be on point, with tailored messages and a friendly approach.

Help desks are the primary point of contact for customers looking for information in regards to a business' product or service.

You can imagine how busy help desks can get. Staying organized and keeping up with replies can be a headache. Help desk software is designed to assist businesses in providing customers with an efficient experience in their search for information.

To help revamp your help desk, we compiled a list of the best free help desk software solutions, all according to data from our verified user reviews. Plus, everything on this list is a truly free software offering.

Best free help desk software

If you’re looking for more, this list only represents a portion of the nearly 250 help desk software products listed on G2. All of the products listed here are ranked by user satisfaction as of September 25, 2019, and every one has at least five verified user reviews.

1. Freshdesk

freshdesk free version

Freshdesk is a multi-channel, cloud-based customer support software fit for companies of all sizes. With a freemium pricing model, you can reach customers via email, phone, we, chat, forums, social media, and apps.

Freshdesk has some quality features, including:

  • Ticket creation
  • Ticket response
  • Ticket routing and status tracking
  • Response automation
  • Service level agreement management
  • Document attachment
  • Ticket collaboration

What users like:

“It has incredible tools that allow me to provide customer support effectively through various channels such as messages, email, telephone, or Internet. It provides a complete interface, which allows it to develop fluid and quality work every day. The systematization that it provides with respect to the tickets is fast. We manage to cover a greater amount of clients with this service. The detailed reports allow us to organize and analyze in detail all the information obtained.”

What users dislike:

“The mobile application can make the work difficult instead of facilitating it. The interface is not comfortable and does not exactly fit what I need to do from mobile.”

- Freshdesk review from Anna M

Read Freshdesk user reviews →

2. Zoho Desk

zoho desk free version

Zoho Desk allows users to provide customers with top tier support. Not only can you manage and prioritize a high volume of requests, but you can also build a knowledge base and analyze performance to make improvements.

Here are some of Zoho Desk’s features:

  • Ticket creation
  • Ticket response
  • Ticket routing and status tracking
  • Response automation
  • Service level agreement management
  • Document attachment
  • Ticket collaboration

What users like:

“Since we used it, it has been easier to focus on our customers. It is a very versatile program. As a task manager it works very well. Its user interface is simple to use, its price is highly competitive, and I can use it from any device with internet access.”

- Zoho Desk review from Carlos P

What users dislike:

“It could be easier to send outgoing messages to customers as outbound is part of customer support too. It has a lot of menus to go through to configure how you need it and honestly, I'm still only about a third of the way through it all. It can feel a bit overwhelming, going through all of the options, but it's robust, so can't be helped.”

- Zoho Desk review from Dan C

Read Zoho Desk user reviews, FREE →

3. Teamwork Desk

teamwork desk free version Teamwork Desk is a customer-centric help desk software. With this tool, you can share inboxes, prioritize tickets, use canned responses, and distribute customer satisfaction surveys.

Teamwork Desk has many features including:

  • Ticket creation
  • Ticket response
  • Ticket routing and status tracking
  • Response automation
  • Document attachment
  • Ticket collaboration

What users like:

“It is easy to use. It lets you manage tickets in a shared environment, increasing productivity and promoting the search for solutions tailored to the particular needs of each client.

It has functions to automate tasks, allowing us to simplify the allocation of tickets.

Unifying the inboxes makes it easier to handle incoming email inquiries, reducing customer response time.

The customer portal has also proved very useful to us, because the client can solve common problems without the assistance of an agent.”

Teamwork Desk review from Earl F

What users dislike:

“I would have liked a few common pre-built triggers for things like closing a ticket without a response for 72 hours. I also wish it was a little tighter integrated with Teamwork Projects (less jumping back and forth).

I would also like direct live chat integration where a chat can be converted into a ticket. They integrate with a live chat server called Pubble that I'm not familiar with yet. Might try it out.”

- Teamwork Desk review from Jon B

Read Teamwork Desk user reviews, FREE →

4. HubSpot Service Hub

hubspot service hub free version

Hubspot has a lot of different tools, but the Service Hub focuses on providing solutions to users that are looking to manage customer relationships and create a connection to help them succeed. With this help desk software, you can help customers and, in turn, grow your business.

HubSpot Service Hub has many features including:

  • Ticket creation
  • Ticket response
  • Ticket routing and status tracking
  • Response automation
  • Document attachment
  • Ticket collaboration

What users like:

“Website chat customer service and knowledge base capabilities are the best features. The automated bot feature is helpful in handling our basic customer service inquiries. HubSpot is always growing and evolving and I often stumble upon new features that I had just been wishing for during the previous week.”

What users dislike:

“The ‘build’ of the chatbot feature can be a little confusing at first. An ‘in house’ survey feature would be fantastic for future development. We'd like to deploy client-facing surveys based on our account management relationships vs. customer service interactions.”

- HubSpot Service Hub reviews from Jenna W

Browse HubSpot Service Hub user reviews →

5. osTicket


osticket free version

osTicket is an open-source support ticket system that can route inquiries via email, online forms, and phone calls. It is a simple and easy-to-use multi-use platform.

Some of osTicket’s features include:

  • Ticket creation
  • Ticket response
  • Ticket routing and status tracking
  • Response automation
  • Service level agreement management
  • Document attachment
  • Ticket collaboration

What users like:

“It is free forever, as long as you are willing to install and host it yourself. The system keeps track of ticket history and time to complete, which helps us to keep track of our KPIs and statistics for support. It is integrated with our email system so users do not have to log a ticket on a certain website, they can simply mail to support and the ticket system handles it.

The user registration process is seamless and requires no manual intervention to set people up on the system - after reorientation any further tickets are assigned to the reporter under their profile too.”

What users dislike:

“The UI could be a bit better. It is somewhat dated and out of line with its competitors. The handling of attachments and document libraries could also be much smoother from a UX perspective as there is no document library function and they appear inline in the tickets instead.”

- osTicket reviews from Anil S

Read osTicket user reviews, FREE →

Next steps

Now that you have some free options in mind, it’s time to make a help desk software selection that will best benefit your business. Whenever you are picking a software solution, whether it be for personal or professional reasons, you need to consider all of your options to make sure you are checking all of your boxes.

Take a look at your current help desk process/software, ask yourself what your current process is lacking, make a wish list, and head over to G2 to read user reviews on the best help desk options.

Find the best Help Desk Software on the market. Explore Now, Free →

Mary Clare Novak
Author

Mary Clare Novak

Mary Clare Novak is a Content Marketing Associate at G2 in Chicago. A recent graduate, she is happy to be back working in her favorite city. In her free time, you can find her doing a crossword puzzle, listening to cover bands, or eating fish tacos.