Top free help desk software

The list below gives you an overview of five high-quality free help desk ticketing systems. WHD is a complete solution with a user-friendly interface, advanced features, and a comprehensive approach to customer service. While the free version of WHD is limited in many ways, it remains the best free help desk software on the market. SolarWinds is a big name in network management, systems management, IT security, database management, application management, and the IT help desk provider industry.

It offers more than 40 products across these fields of IT infrastructure, each of which has a reputation among professionals and businesses for being dependable, sophisticated, and easy to use. This is a rare combination of benefits.

While some tools are able to offer you sophistication and advanced utilities, this advantage usually comes at the cost of user-friendliness.

The company also offers a success center and a customer portal. WHD, SolarWinds free help desk ticketing system, focuses on managing and tracking service tickets across their full life cycle, with consistency and maximum accountability. This free ticketing system , web-based and centralized, ensures everything you need is always at your fingertips. The centralized format allows you to link more than one incident to a specific problem, which boosts the overall efficiency of this free ticketing software.

Not only does WHD give you greater insight into how your help desk is performing, but it also shows you the performance metrics for specific technicians, so you can rapidly and reliably identify any weak links in the chain and rectify the issue e.

By showing technician performance and activity, the tool maximizes accountability, which in turn prevents finger-pointing when things go wrong. Customers generally prefer to find the answers, provided they can do so quickly, without having to contact a company technician.

WHD features an extensive, built-in database with answers to common questions. Customers can refer to this knowledge database to resolve their own queries, reducing the number of requests received by your team. This saves money and manpower. WHD can also send date-specific SLA reminders, helping you maintain SLA obligations and identify potential breaches before they wreak havoc on your system. The paid version comes with all the same functionalities, and more.

Here are some of the things the paid edition can do the free edition cannot:. But if you are considering upgrading to a paid alternative, then I highly recommend the paid edition, which offers a day free trial. The free edition includes up to three agents and full ticket tracking functionalities. The paid versions Professional, Enterprise, and Unlimited have more to offer. Professional allows up to 10 agents, with the option to add more for a small fee. The Professional version includes full ticket tracking as standard, along with Google integration, email integration, canned responses, automations, a knowledge base, a self-service portal, and more.

The Enterprise version features everything included with Professional, plus domain branding, 50 triggers, improved security, ticket merging, a private knowledge base, time tracking, white glove service, and phone support, among other capabilities. Unlimited has everything Enterprise has but is suitable for larger teams. All paid editions can be billed monthly or annually. You can cancel or change plans at any time.

Spiceworks is an online network for IT professionals but the vendor also offers free help desk software cloud or self-hosted. The tool lets your support agents accept tickets, reply, add private comments, and resolve issues from a single platform. If you own a multi-location business, the tool can help you set up separate help desk sites and user portals for each location. All these help desk sites can be rolled up to one master help desk that can be easily managed.

Tracking tickets in Spiceworks Source. Zoho Desk is a cloud-based help desk and customer service solution offering features such as ticket management, self-service capabilities for customers, and agent productivity tools. Zoho Desk helps you convert Facebook or Twitter posts into tickets that can be easily tracked and responded to from the tool. You can add specific keywords to filter social media posts and messages and have them converted into tickets automatically.

These tickets can be assigned to a relevant agent or department for fast resolution or any agent can respond to them from their feed visible in the shared inbox. Ticketing dashboard in Zoho Desk Source.

The next step is to select the product that will best fit your business needs. The following steps will help you make that decision:. If you want to explore more tools, we recommend browsing our complete Top 20 Help Desk Software report , which lists the top options based on verified user ratings and web search interest.

This article was updated on March 25, Products considered for this article had to be in the Capterra Shortlist for help desk tools and:. Note: The content in this piece that provides opinions and points of view expressed by users does not represent the views of Capterra.

Work cited in publications such as Getfullyfunded and Proofhub. I love storytelling, socializing, and traveling. Comment by Kristen Bialik on Nov. Thank you for your comment. It looks like some of the software vendors in our list have updated their pricing structures since we last published this post. This makes it easier for customer service teams to manage requests that may come in during off-hours.

Spiceworks also offers is an inventory management integration that can help your team oversee product orders that are in progress. It uses an IP scanner to locate orders and then notifies the rep of the order's progress. Reps can then proactively relay that information to the customer so they're aware of any delays that will occur with their delivery. C-Desk is an extensive help desk platform that offers a wide variety of free customer service tools.

It includes everything from ticket management to customer feedback collection. This platform is ideal for smaller businesses that may be adopting their first help desk software. C-desk also offers tools that can help promote customer success. For example, the gallery tool allows you to upload and post videos and pictures to different albums on your website.

Use this feature to create customer testimonials that will give more credibility to your customer service team. SysAid differs from other help desk providers because it uses a modular platform. This means users can start with one tool or feature, and then add on more as needed. Rather than confusing reps by displaying products that they'll never use, SysAid simplifies the interface by allowing users to choose the exact tools they want access to. SysAid's help desk module gives users a platform to manage tickets from both desktop and mobile devices.

Its features include ticket automation and self-service channels like a knowledge base. It also has incident reporting tools that can track problems or changes that are affecting your entire team.

Its most notable feature is ticket filters which allows you to automate the creation and routing of tickets. You can even automatically assign tasks to the ticket based on the rule criteria that you determine.

The software locks the ticket so that other team members won't overwhelm the customer with responses. No two reps have the exact same workflow. Desk recognizes that and tailors the help desk toward individual rep preferences. Reps can customize their ticket inbox and prioritize information that's most relevant to them.

Customer support managers can use ngDesk analytics tools to measure their team's overall performance. They can also review metrics like rep productivity and customer satisfaction using the data-driven insights that are pre-installed on the platform.

These features bring management and frontline reps closer together because they're working off of the same software. Hesk is a lightweight help desk software that's great for small customer service teams.

User Self-Service Help users help themselves with the customizable user portal: they can submit tickets and track progress, customizable to get the information you need.

Active Directory Integration Integrate with Active Directory to automatically add end users, authenticate in the portal, and tag them to tickets. Work with your team. Help Desk Team Management Use ticket rules to auto-assign tickets to your experts and view team performance metrics at-a-glance with the dashboard. Ticket Collaboration Issue outside your wheelhouse?

Multi-site Support Got clients? And… Spiceworks software is free. No admin limit. No ticket limit. You can learn more about this on our pricing page it's guaranteed to make you smile. Have more questions? Check out our full FAQs. Log in to Spiceworks. Username Email. Join our Tech Marketing Community and spice up your marketing game. By creating your account, you are agreeing to our Terms of Use and our Privacy Policy.

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