# 9 Best Free Help Desk Software 2026 | Capterra > Learn about and compare the 9 best free Help Desk software in 2026. Understand the pros and cons and cost of each tool to narrow your choices. Source: https://www.capterra.com/help-desk-software/s/free --- # Best Free Help Desk Software in 2025 Last updated on October 8, 2025 Written by [Andrew Blair](https://www.capterra.com/resources/author/andrew-blair/) Writer Edited by [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Editor Companies operating on a tight budget often struggle to provide effective support to employees, end users, and customers. To sidestep this issue, free help desk software helps businesses centralize communications with multi-channel support and a customer portal without cost. Available as either forever free or with free trial versions, these solutions offer basic tools to track, prioritize, and resolve issues as they arise.  To help you find the right free help desk software with either a free plan or free trial, we analyzed over 4,000 verified user reviews and 401 products, to identify the most important features, benefits, and limitations of free solutions.[\[1\]](#footnotes) ## 9 best free or free trial help desk software [ ManageEngine ServiceDesk Plus ](#28ea2259-0548-486b-9133-a6d200b5007e) Highly rated for Customer Support 4.4 (229) [ Freshdesk ](#7ab9772e-1e92-48c9-bfbb-a6d200b42fbe) Highly rated for Ease of Use 4.5 (3412) [ HubSpot Service Hub ](#fdd6ab60-be9f-45e2-b7d0-a9d500451f21) Highly rated for Real-Time Notifications 4.4 (188) [ JIRA Service Management ](#b760c482-1fb9-46ab-a9e0-a6d200b4bc5b) Highly rated for Functionality 4.5 (766) [ Spiceworks Cloud Help Desk ](#49b40370-6242-4f91-ae1c-a6d200b6ba1a) Highly rated for Reporting/Analytics 4.4 (584) [ Apptivo ](#5c2851ec-7c4b-4b2e-8064-3795f6dd50fb) Highly rated for Value for Money 4.4 (708) [ Bitrix24 ](#d4f9fc76-9ea5-40e1-99c4-a6d200b2e0b3) Highly rated for Alerts/Escalation 4.2 (989) [ Agile CRM ](#6509d69a-ebed-4d80-ab00-a6d200b29cad) Highly rated for Ticket Management 4.1 (524) [ Tidio ](#454d70b3-4cee-4453-8c17-a6d200b70c43) Highest Rated 4.7 (590) [Explore our full Help Desk solutions](https://www.capterra.com/help-desk-software/) ## How we picked the software on this list All the tools listed below were chosen based on independent research and user feedback as of November 2024. To qualify, each tool had to show essential features, be relevant to users across industries, offer either a forever free plan or free trial, have equal to or more than 20 user reviews, and an overall rating of 4 and above.  All products in this list are organized by availability type, with forever free versions presented first, followed by free trial offerings, with solutions in each group ordered by overall rating from our verified reviews. * * * [### Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) [4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Highest Rated Highest Rated [View Profile](https://www.capterra.com/p/144040/Tidio-Chat/) Starting Price: $0.00 Flat Rate, Per Month Free Trial Free Version Top rated feature: Real-Time Notifications Based on 17 reviews User rating: CH 79% of reviewers rated it 5 stars Tidio is a live chat and customer messaging platform designed to bring customer service AI to small and medium-sized businesses. Based on our analysis of the most popular free help desk software, Tidio is the highest-rated. The platform offers a variety of advanced help desk features, including multilingual artificial intelligence (AI)-enabled chatbots, live chat, email integration, and customer service workflow orchestration. Wrapped together in one user-friendly interface, these features make it easy to implement and manage customer interactions in real-time while automating simple and repetitive tasks. Features Features reviewers most value **Chat history** Reviewers appreciate Tidio's chat history capability, rating this feature 4.3 out of 5. They find it valuable for accessing all previous chats, which helps in analyzing customer service interactions and ensuring that nothing is missed. Users commend the convenience of archiving interactions and suggest allowing users to receive email transcripts. They indicate that this capability is essential for following up with clients and maintaining a professional record of conversations. However, some users mention the need for better control and customization by the business. **File sharing** Reviewers give this feature a rating of 4 out of 5, and find Tidio's file sharing capability useful for sharing necessary documents and images during support interactions. They appreciate the ability for both visitors and operators to share files, which aids in clarifying issues. Users report that this capability is hassle-free and easy to set up, especially with the WordPress plugin. However, some users mention occasional issues with loading images and suggest improvements for displaying images directly within the chat. Pros & Cons MD Monika D. Information Technology and Services, 201-500 employees Used the software for: 6-12 months "It centralizes student/parent support, automates repetitive questions, enhances communication through emails and messages, and even helps teachers with internal support." CF Claudio F. Accounting, 1-10 employees Used the software for: 6-12 months "We use Tidio daily to manage customer inquiries, and what we like most is its intuitive interface and the ability to centralize chats, emails, and automations in one tool." IS Ivica S. Online Media, Self-employed Used the software for: Less than 6 months "There is a limit of conversations, and of course, limits for a free version should be, but in the limit software is calculating even the greeting to visitors, which I don't know how to turn off now." PS Paulo S. Retail, Self-employed Used the software for: Less than 6 months "The most negative aspect so far was having scheduled an online meeting with support, which was accepted, and a few hours before it was due to take place it was cancelled without any explanation or attempt to reschedule." Pricing Tidio offers a forever-free plan, ideal for solo entrepreneurs and small and midsize businesses (SMBs) who handle fewer than 50 conversations per month, which offers live chat and core help desk functionality. The Starter plan begins at $29 per month, increases the number of handled conversations up to 100, and adds basic analytics, live visitors list, and support over live chat. The Growth plan begins at $59 per month, increases the number of handled conversations up to 2,000, and includes advanced analytics, Tidio power features, and optional white labeling.  The Plus plan begins at $749 per month and adds custom quotas for handled conversations, a dedicated Tidio success manager, custom branding, and multisite functionality. Each plan offers potential discounts for annual billing. [Learn more about Tidio pricing plans](https://www.capterra.com/p/144040/Tidio-Chat/pricing/) Integrations **Popular Integrations** - **Mailchimp** is a marketing automation platform that integrates with Tidio to sync customer data and streamline email marketing campaigns. - **WordPress** is a website-building platform that allows Tidio to embed live chat widgets, enabling businesses to provide real-time support directly on their websites. - **Wix** is a website design tool that connects with Tidio to enhance customer communication and create a seamless online experience. [Learn more about Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) * * * [### Apptivo](https://www.capterra.com/p/228915/Apptivo/) [4.4 (708)](https://www.capterra.com/p/228915/Apptivo/reviews/) Highly rated for Value for Money Highly rated for Value for Money [View Profile](https://www.capterra.com/p/228915/Apptivo/) Starting Price: $15.00 Per User, Per Month Free Trial Free Version Top rated feature: No insights found User rating: VS 55% of reviewers rated it 5 stars Apptivo is a customer relationship management (CRM) platform first and a help desk tool second, enabling it to take your investment further than other more streamlined help desk software. It’s also the highest-rated for value for money among the most popular free help desk software on Capterra. Apptivo offers a suite of features, including email-to-case auto-response, service level agreement (SLA) management and reporting, and comprehensive ticket management. Combined with lead management, an opportunity pipeline, intuitive dashboards, and flexible workflow orchestration with automation potential, Apptivo’s flexibility allows businesses to integrate multiple core functionalities into one unified platform. Features Features reviewers most value **Contact database** Reviewers rate this feature 3.8 out of 5 and appreciate Apptivo's contact database for its detailed and flexible capabilities. They find it easy to add and manage contacts and value the ability to search using multiple criteria. Users report that the database shows all activity for each contact and allows for the addition of custom information. They also mention that while the initial setup can be lengthy, the overall ease of use and ability to track communications and responsibilities make it very useful. **CRM** Reviewers give this feature a rating of 3.7 out of 5 and indicate that Apptivo's CRM is valuable for managing customer and prospect data. They highlight its ease of use and the ability to perform various tasks such as sending emails, automate follow-ups, and sharing quotes. Users appreciate the detailed record-keeping and the capability to access information collaboratively. They feel that the CRM feature is essential for their business operations and find it helpful in managing customer relationships effectively. **Contact management** Users rate this feature 3.4 out of 5 and report that Apptivo's contact management enhances their ability to communicate with clients regularly and share information between departments. They appreciate the ease of adjusting and updating contacts and mention the import functionality and the ability to call and email contacts directly from Apptivo. They find this aspect of the software easy to use and maintain, noting its importance in improving client experience. Pros & Cons Linda S. Professional Training & Coaching, Self-employed Used the software for: Less than 6 months "Its integration capabilities allow me to create a tailored tech ecosystem that perfectly suits my unique requirements." TC Theresa L C. Education Management, Self-employed Used the software for: 2+ years "Customer Service is great. If you have an IT department that can do your troubleshooting you will find a willing and helpful partner with Apptivo." RI Robert I. Information Services, 51-200 employees Used the software for: 2+ years "Custom reporting capabilities are limited." HO Herman O. Management Consulting, 11-50 employees Used the software for: 1-2 years "The receiving email functionality is not great and we will continue using Outlook." Pricing Apptivo offers four paid plans and a 30-day free trial. The Lite plan ($20 per user, per month) includes features such as connectivity for up to 18 apps, 100 custom fields per app, and 25 unique workflows. The Premium plan ($30 per user, per month) includes connectivity for up to 46 apps, 250 custom fields per app, and 75 unique workflows. The Ultimate plan ($50 per user, per month) includes connectivity for up to 57 applications, 350 custom fields per app, and 150 unique workflows. [Learn more about Apptivo pricing plans](https://www.capterra.com/p/228915/Apptivo/pricing/) Integrations **Popular Integrations** - **Google Drive** is a file storage and sharing solution that connects with Apptivo to centralize document management. - **PayPal** is a secure payments processing solution that integrates with Apptivo to simplify invoicing and payment processing. - **Slack** is a collaboration platform that integrates with Apptivo to enable the sharing of automated updates and notifications about business activities directly in Slack channels. [Learn more about Apptivo](https://www.capterra.com/p/228915/Apptivo/) * * * [4.5 (3412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Highly rated for Ease of Use Highly rated for Ease of Use Starting Price: $19.00 Per User, Per Month Free Trial Free Version Top rated feature: Real-Time Notifications Based on 144 reviews User rating: MV 59% of reviewers rated it 5 stars Based on our analysis of the most popular free help desk tools, Freshdesk is the highest-rated for ease of use. It’s a cloud-based help desk solution which offers a suite of features to simplify customer support for small and midsize businesses. It comes with an intuitive interface, cross-channel ticket management, and multichannel (email, phone, web, chat, and social) unification. Features Features reviewers most value **Mobile access** Users rate this 4.6 out of 5 and report that Freshdesk's mobile access feature is convenient and user-friendly, allowing them to manage support tickets and respond to customer inquiries on-the-go. They find it helpful for staying on top of customer issues and providing timely solutions. In addition, reviewers indicate that the mobile app is productive and easy to use, though some mention room for improvement.  **Ticket management** Reviewers give this feature a rating of 4.6 out of 5 and appreciate Freshdesk's ticket management capabilities for efficiently tracking and organizing customer support requests. They highlight the ability to assign, prioritize, and track tickets, which improves customer satisfaction and productivity. Users report that the system supports various communication methods and integrates with third-party tools. They find the interface intuitive and easy to use, though some mention complexities with access management and licensing. Overall, they value the comprehensive ticket tracking, reporting, and automation features. Pros & Cons RD Riccardo D. Automotive, 201-500 employees Used the software for: 2+ years "Its wide range of integrations allows it to fit seamlessly into existing workflows, while the high level of customization ensures that the platform can adapt to different business needs." MV Mayank V. Information Services, 10,001+ employees Used the software for: 2+ years "The ability to integrate with other tools and the availability of detailed analytics and reporting further enhance decision-making and overall customer support performance." PF Pedro F. Marketing and Advertising, 51-200 employees Used the software for: 1-2 years "Freshdesk serves its purpose as a basic helpdesk solution but feels increasingly outdated in today's market. While it handles standard ticketing needs adequately, the absence of modern AI features and the limited, clunky integration options make it challenging to build an efficient workflow." Hameeda T. Financial Services, 5,001-10,000 employees Used the software for: I used a free trial "Some advanced features require extra setup and feels hard to figure out, and reporting can feel limited without add‑ons." Pricing Freshdesk offers one forever-free plan and three paid plans. The forever-free plan, aptly titled Free, offers features such as a shared inbox and team collaboration tools for up to two agents. The Growth plan ($18 per agent, per month) adds reports, real-time dashboards, automation, and a comprehensive customer portal. The Pro plan ($59 per agent, per month) includes customized support portals, custom objects, and advanced ticketing. The highest-tier Enterprise plan ($95 per agent. per month) further adds audit logs, approval workflows, and skills-based assignments. Each plan also offers potential discounts for annual billing. [Learn more about Freshdesk pricing plans](https://www.capterra.com/p/124981/Freshdesk/pricing/) Integrations **Popular Integrations** - **Jira** is a project management tool that integrates with Freshdesk to enhance collaboration between support and development teams with linked ticketing. - **Zoom Workplace** is a video conferencing solution that connects with Freshdesk to facilitate real-time communication with team members. - **SurveyMonkey** is a survey platform that integrates with Freshdesk to collect customer feedback and measure satisfaction. [Learn more about Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) * * * [4.4 (229)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Highly rated for Customer Support Highly rated for Customer Support Starting Price: $16.00 Per User, Per Month Free Trial Free Version Top rated feature: Prioritization Based on 10 reviews User rating: cq 56% of reviewers rated it 5 stars ManageEngine ServiceDesk Plus is an IT service management (ITSM) platform that offers features such as incident management, asset tracking, and service request automation—all wrapped together in a single user-friendly interface. In addition, based on our analysis of the most popular free help desk software, it’s the highest-rated for customer support. To illustrate, ManageEngine ServiceDesk Plus offers multiple points of contact for technical support for both on-premises and cloud deployments, as well as additional support features such as comprehensive user guides, web conferencing, security advisories, quick start guides, known issue documentation, and more. Features Features reviewers most value **Incident reporting** Reviewers rate this feature 4.8 out of 5 and appreciate ManageEngine ServiceDesk Plus's incident reporting capabilities. They say that customizable templates and automation make it flexible to suit various needs. Users also find it straightforward to report incidents, provided the administrator has configured the relevant categories. In addition, they indicate that built-in reporting functions help track how incidents are reported and resolved.  **Support ticket management** Reviewers give this feature a rating of 4.7 out of 5 and report that it allows technicians to manage workloads efficiently by setting priorities and providing ready-made solutions. Users find it easy to submit and trace tickets, with clear information and timely responses. They appreciate the high customization of ticket types and templates, and the ability to escalate tickets to higher-level technicians, saying it is effective and much better than older platforms. **Help desk management** Reviewers rate this feature 4.5 out of 5 and indicate that ManageEngine ServiceDesk Plus's help desk management capabilities are valuable. They report that it helps manage incidents and see trends in logged issues. Users find the interface easy to navigate, making it simple to spot items needing attention. They appreciate the numerous options to manage various systems and the powerful Active Directory integration. They say it also simplifies tasks like managing annual leave calendars, making it more useful than anticipated. Pros & Cons EL Edier L. Marketing and Advertising, 201-500 employees Used the software for: 2+ years "The expirience was good lot of documentation and intuitive interface that helps to setup this tool, all the integration between assets, inventory, contracts, tickets plus the option to have personalize workflows that do easy the company support process, helps to efenciency plus a very competitivy price per license." AV Ahmet V. Chemicals, 201-500 employees Used the software for: 6-12 months "The feature I like most about ManageEngine ServiceDesk Plus is the comprehensive and user-friendly service management infrastructure it offers." YK Yurii K. Non-Profit Organization Management, 501-1,000 employees Used the software for: 2+ years "Maintenance of Linux based version could be a problem if your team is mostly Windows specialist." RV Robert V. Insurance, 51-200 employees Used the software for: 6-12 months "The customization of templates is a but difficult to understand how the layout works." Pricing ManageEngine ServiceDesk Plus offers three paid plans and a free trial, all available for cloud or on-premises deployments. The Standard plan starts at $13 ($120 for on-premises) per technician, per month and includes core IT help desk functionality. The Professional plan starts at $27 ($248 for on-premises) per technician, per month and adds asset management capabilities. The Enterprise plan starts at $50 ($598 for on-premises) per month and comes with project management capabilities. [Learn more about ManageEngine ServiceDesk Plus pricing plans](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/pricing/) Integrations **Popular Integrations** - **Microsoft 365** is a cloud-based productivity platform that integrates with ManageEngine ServiceDesk Plus to sync data with your IT service desk. - **Microsoft Outlook** is an email platform that integrates with ManageEngine ServiceDesk Plus to convert emails into service desk tickets. - **ManageEngine Endpoint Central** is a unified endpoint management and security solution that integrates with ManageEngine ServiceDesk Plus to provide additional asset and device data management capabilities. [Learn more about ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) * * * [4.5 (766)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Highly rated for Functionality Highly rated for Functionality Starting Price: $20.00 Per User, Per Month Free Trial Free Version Top rated feature: Service Level Agreement (SLA) Management Based on 23 reviews User rating: kb 58% of reviewers rated it 5 stars JIRA Service Management is an IT service management (ITSM) solution with features including workflow customization, asset management, and automation tools. As part of the Atlassian suite of products, it integrates with other common products, including Jira. Additionally, based on our analysis of the most popular free help desk products, JIRA Service Management is the highest-rated for functionality. Its features include incident management with service interruption response capabilities, incident root cause analysis, customer interaction hubs, change tracking and approval management, dashboards and reporting, and issue progress tracking. Features Features reviewers most value **Ticket management** Reviewers rate this feature 4.5 out of 5 and value the ability to track and manage tasks and tickets efficiently, with customizable options and a simple user interface. Users report that it is easy to create, assign, and prioritize tickets, and they appreciate the visual Kanban board. In addition, they find the automation and analytics helpful, though some mention the interface can be complicated. Integration with other tools and the overall ease of use are also highlighted as strengths. **Access controls and permissions** Users give this feature a rating of 4.5 out of 5 and report that JIRA Service Management's access controls and permissions are highly secure and customizable. They appreciate the ability to manage different roles and restrict access based on user groups. Reviewers indicate that this feature supports security and audit requirements, and they find it easy to configure and manage permissions. However, some users mention complications with certain functionalities, such as adding watchers to tasks, and the need for frequent updates. Pros & Cons RK Raul K. Non-Profit Organization Management, 501-1,000 employees Used the software for: 2+ years "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use." EW Emma W. E-Learning, 201-500 employees Used the software for: 1-2 years "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized and easy to manage." AP Adam P. Management Consulting, 10,001+ employees Used the software for: 2+ years "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered." DG Damian G. Information Technology and Services, Self-employed Used the software for: 2+ years "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for better filtering" Pricing The forever-free JIRA Service Management plan offers features such as ITSM templates, multichannel support, and an embedded knowledge base, with seats for up to three agents. The Standard plan is priced at $19.04 per agent, per month and adds a custom-branded help center, unlimited email notifications, and seats for up to 20,000 agents and unlimited customers. The Premium plan is priced at $47.82 per agent, per month and includes AI-powered service operations, a virtual service agent, and asset and configuration management.  Enterprise plans can only be purchased with annual pricing (starting at $157,000 per year) and add features such as cross-product insights with Atlassian Analytics and Data lake, advanced admin controls and security, and enterprise-grade identity and access management. JIRA Service Management also offers a 7-day free trial for up to 10,000 users and discounts for annual billing. [Learn more about JIRA Service Management pricing plans](https://www.capterra.com/p/227102/JIRA-Service-Management/pricing/) Integrations **Popular Integrations** - **Dropbox Business** is a cloud storage solution that integrates with JIRA Service Management to attach and manage files within tickets and workflows. - **Microsoft Excel** is a spreadsheet management tool that connects with JIRA Service Management to streamline the analysis of ticket data. - **Jira** is an Atlassian project management tool that integrates natively with JIRA Service Management to align ITSM processes with broader team projects and development efforts. [Learn more about JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) * * * [### Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/) [4.1 (524)](https://www.capterra.com/p/135148/Agile-CRM/reviews/) Highly rated for Ticket Management Highly rated for Ticket Management [View Profile](https://www.capterra.com/p/135148/Agile-CRM/) Starting Price: Not provided by vendor Free Trial Free Version Top rated feature: Reporting/Analytics Based on 1 reviews User rating: MB 48% of reviewers rated it 5 stars Based on our analysis, Agile CRM is most requested by users looking for ticket management out of the most popular tools. It’s an all-in-one customer relationship management (CRM) platform that combines sales, marketing, and customer service capabilities, offering features intended to support help desk workflow automation and reporting. The platform’s ticket management features include shared inboxes for collaborative customer support, automated workflows for ticket routing and assignment, robust reporting and analytics tools, conversation threads, and detailed customer profiles. Features Features reviewers most value **Contact management** Reviewers rate this feature 4 out of 5 and appreciate Agile CRM's contact management capabilities. They highlight the flexibility in manipulating contact data and the valuable customization and automation options, although setup can be challenging. Users report that Agile CRM is easy to integrate with email tools and find the 5-star ranking system helpful for prioritizing accounts. However, they indicate that while Agile CRM is suitable for small businesses, it may not be ideal for larger enterprises. **Sales pipeline management** Reviewers rate this feature 3.7 out of 5 and highlight Agile CRM's sales pipeline management capabilities. They find visual pipeline management helpful and the ability to create custom pipelines valuable. Users report that the sales pipeline provides insights into deal values and necessary sales activities, and highlight the integration with Google Contacts as a significant advantage. However, some users feel that it resembles a giant spreadsheet and express concerns about data reliability. **Lead management** Reviewers appreciate Agile CRM's lead management capabilities and rate it 3.6 out of 5. They highlight the visual pipeline and syncing with Google Contacts as convenient for managing leads. Users report that the integration with outside lead capture sites and social media is beneficial. In addition, they find the lead scoring system helpful for prioritizing sales workflows. Pros & Cons MS Muadzam S. Restaurants, 201-500 employees Used the software for: 2+ years "It provides solid security and lets our team manage leads, tasks, and collaboration from one easy platform." MS Muadzam S. Restaurants, 201-500 employees Used the software for: 2+ years "Real-time collaboration and automated workflows boost productivity and make managing multiple locations much easier." FK Farman K. Information Technology and Services, 11-50 employees Used the software for: 2+ years "Many users mention glitches, slowdowns, and other issues with automations or integrations from time to time, which get irritating when relying on the platform for everyday sales and support." DS D S. Health, Wellness and Fitness, 1-10 employees Used the software for: I used a free trial "Unbelievable response to put garbage data into a CRM as a work around which then negates nearly all the other functionality e.g., Campaigns, Emails, Tracking, etc. " Pricing Agile CRM offers a forever-free plan with seats for up to 10 individual users, providing access to core features such as contact management, two-way telephony, and appointment scheduling. Businesses seeking additional capabilities can upgrade to the Starter plan at $14.99 per user, per month, which includes advanced analytics, social media monitoring, and limited customer contact automation. The Regular ($29.99 per user, per month) and Enterprise ($47.99 per user, per month) plans both cater to larger teams with more comprehensive needs and offer features like a robust business help desk, customer groups, canned responses, and application programming interface (API) access. Each plan includes discounts if you enroll in yearly billing or pay for two years at once. [Learn more about Agile CRM pricing plans](https://www.capterra.com/p/135148/Agile-CRM/pricing/) Integrations **Popular Integrations** - **Shopify** is an eCommerce platform that connects with Agile CRM to track customer interactions and manage support tickets. - **FreshBooks** is a bookkeeping solution that integrates with Agile CRM to streamline billing and invoice processing. - **Stripe** is a global payment processing platform that integrates with Agile CRM to enhance the management of customer payment details and transaction histories. [Learn more about Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/) * * * [4.4 (188)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Highly rated for Real-Time Notifications Highly rated for Real-Time Notifications Starting Price: $15.00 Per User, Per Month Free Trial Free Version Top rated feature: Real-Time Notifications Based on 5 reviews User rating: NB 51% of reviewers rated it 5 stars An intuitive and easy-to-use help desk platform, HubSpot Service Hub equips small and midsize businesses with a variety of features such as live chat, help desk automation, and knowledge base management—all supported by real-time email and platform notifications. This is why it’s most requested by users looking for real-time notifications out of the most popular tools. Moreover, within the platform, users can elect to be notified when new requests come in or when open requests receive updates or integrate a HubSpot form to automate email-to-ticket collection. Features Features reviewers most value **Ticket management** Reviewers rate this feature 4.8 out of 5 and highlight HubSpot Service Hub's efficient and effective ticket management capabilities. They report that the information recorded about clients in their respective tickets prevents confusion, and users find it helpful for customer support and product teams. They also like the ability to set alerts for reviewing tickets and say assigning random deal owners to tickets is a valuable aspect. Pros & Cons Mai M. Hospitality, 11-50 employees Used the software for: 6-12 months "With Service Hub, we are easily identifying opportunities to upsell or cross-sell, which is super important for us to drive sales and scale!" Mai M. Hospitality, 11-50 employees Used the software for: 6-12 months "With HubSpot Service Hub, we are enabling powerful alignment amongst our various teams." SC Sean C. Marketing and Advertising, 1-10 employees Used the software for: 1-2 years "It's complicated, sometimes clunky (need to check for errors), and the advanced plans are expensive for a small business." BL Bo L. Computer Software, 51-200 employees Used the software for: 1-2 years "Poor UX for support ticketing, lacking in core functionality, behind the curve on AI capabilities." Pricing HubSpot Service Hub offers a forever-free plan for up to two users to access basic marketing, sales, and service tools, among other features. The Service Hub Starter plan (starting at $15 per month) includes a single seat and offers simple ticket automation, conversion routing, and email and in-app chat support. The Start Customer Platform plan (starting at $12 per month) adds Marketing Hub Starter, Sales Hub Starter, Content Hub Starter, and Operations Hub Starter to the Service Hub Starter plan. Both the Service Hub Starter and Starter Customer Platform plans offer additional seats starting at $15 per seat, per month. The Service Hub Professional plan (starting at $90 per seat, per month) comes with a customer portal, customer feedback surveys, playbooks, and service analytics. [Learn more about HubSpot Service Hub pricing plans](https://www.capterra.com/p/182476/HubSpot-Service-Hub/pricing/) Integrations **Popular Integrations** - **Salesforce Sales Cloud** is a CRM platform that integrates with HubSpot Service Hub to sync customer data for a unified view of sales and service activities. - **Zoom Workplace** is a video conferencing solution that connects with HubSpot Service Hub to facilitate real-time communication with team members. - **Eventbrite** is an event management solution that integrates with HubSpot Service Hub to help manage and track customer interactions during events such as webinars. [Learn more about HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/) * * * [### Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) [4.2 (989)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Highly rated for Alerts/Escalation Highly rated for Alerts/Escalation [View Profile](https://www.capterra.com/p/113540/Bitrix24/) Starting Price: $69.00 Flat Rate, Per Month Free Trial Free Version Top rated feature: Reporting/Analytics Based on 6 reviews User rating: SK 46% of reviewers rated it 5 stars Out of the most popular tools, Bitrix24 is most requested by users looking for alerts/escalation management. Specifically, as an all-in-one business management platform, Bitrix24 helps SMBs stay up to date on customer support processes through highly customizable and reliable alerts and escalation management solutions. It offers features such as task automation, customizable workflows, advanced notification settings, omnichannel support, multi-way telephony, and AI-driven escalation screening. Features Features reviewers most value **Real-time consumer-facing chat** Reviewers rate this feature 5 out of 5 and appreciate Bitrix24's real-time consumer-facing chat capabilities. They find it superior to other platforms like Teams, particularly highlighting the quality and ease of managing chats. Moreover, users report that the chat functionality is crucial for collaboration across multiple businesses within a group. They also value the integration of bots, which enhances the overall utility of Bitrix24's chat aspect. **Activity tracking** Users give this feature a rating of 4.8 out of 5. They report that Bitrix24's activity tracking capabilities are very helpful. They appreciate the ability to import client and lead databases from other platforms, which simplifies adoption. Reviewers indicate that notifications help them follow task progress and evaluate results. They also find the reminders for tasks and the dashboards for tracking activities to be valuable aspects of Bitrix24. **Lead capture** Reviewers rate this feature 4.6 out of 5. They highlight Bitrix24's lead capture capabilities as meeting their needs effectively. They appreciate the ability to collect leads from multiple sources and the seamless integration that facilitates communication and collaboration. Users report that the automation in lead management helps convert leads into customers more efficiently. However, some mention that integrating with HTML landings is not easy, but, overall, they find lead capturing and generation to be strong aspects of Bitrix24. Pros & Cons SS Shenella S. Real Estate, 11-50 employees Used the software for: 6-12 months "However, once the initial hurdle is crossed it is a very helpful software because it integrates CRM and communication so there is no need to keep switching between apps to keep track of tasks and workflows." AU Adrian U. Computer Software, 1-10 employees Used the software for: 2+ years "offers an all-in-one platform where you can manage sales, marketing, projects and internal communication in one place, eliminating the need for many separate tools" LR Larissa R. Legal Services, 51-200 employees Used the software for: 1-2 years "Automations don't pull updated numbers or contact names, so we have to create new cards when we correct someone's number or contact name, otherwise it sends automated messages with the old/incorrect information." Ajay P. Building Materials, 10,001+ employees Used the software for: 1-2 years "Separately, I would like to note the work of the support service — at the start, the application for connecting to Bitrix24 did not work correctly, but experts quickly suggested an alternative option with direct connection via client\_id." Pricing Bitrix24 offers a Free plan for unlimited users, which includes up to five gigabytes of storage, core CRM capabilities, task management tools, and basic collaboration tools. The Basic plan offers all the same features as the Free plan with the addition of customizable workflows and more robust contact centers and costs $43 per organization per month. Notably, the Basic plan only allows for up to five users. The Standard Plan ($87 per organization, per month) adds additional project management functionalities and increases the maximum number of seats to 50 users. The Professional plan is the highest-tier plan and includes all features Bitrix24 has to offer, including managed HR and all automations. All three paid plans are billed annually. [Learn more about Bitrix24 pricing plans](https://www.capterra.com/p/113540/Bitrix24/pricing/) Integrations **Popular Integrations** - **Google Drive** is a file storage and sharing solution that connects with Bitrix24 to centralize document management. - **Dropbox Business** is a cloud storage solution that integrates with Bitrix24 to attach and manage files within tickets and workflows. - **Jira** is a project management solution that integrates with Bitrix24 to enhance issue-tracking visibility and management. [Learn more about Bitrix24](https://www.capterra.com/p/113540/Bitrix24/) * * * [### Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) [4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/) Highly rated for Reporting/Analytics Highly rated for Reporting/Analytics [View Profile](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) Starting Price: $6.00 Per User, Per Month Free Trial Free Version Top rated feature: Alerts/Escalation Based on 25 reviews User rating: JP 51% of reviewers rated it 5 stars Spiceworks Cloud Help Desk is the most requested tool by users looking for reporting/analytics out of the most popular tools. It’s designed to help users submit and track service tickets with features such as customizable ticketing, inventory management, network monitoring, and advanced analytics. Features Features reviewers most value **Ticket management** Reviewers appreciate the ticket management capabilities of Spiceworks Cloud Help Desk, rating this feature 4 out of 5. They report that managing tickets is simple and straightforward, with essential aspects available like editing, assigning, categorizing, locking, and closing tickets. Users find it valuable for keeping track of client tasks and updates, ensuring quicker resolution times. They indicate that tickets can be submitted via the portal or email, and the system integrates well with email. However, some reviewers feel the user interface is outdated and mention the lack of options to put tickets on hold or view another technician's tickets without seeing all tickets. Pros & Cons GM Gannon M. Logistics and Supply Chain, 201-500 employees Used the software for: Less than 6 months "I also appreciate the feature that lets end users submit their own tickets via a dedicated email address, which streamlines the support process and reduces manual entry on our side." DA Donna A. Telecommunications, 11-50 employees Used the software for: 2+ years "I like the ability to customize ticket categories and the the fact that the system is rarely down for bugs and issues." GM Gannon M. Logistics and Supply Chain, 201-500 employees Used the software for: Less than 6 months "Additionally, the ticket search functionality could use improvement, it's difficult to locate closed tickets, and there's no easy way to search by the user who submitted the ticket." mu mariana u. Human Resources, 201-500 employees Used the software for: 1-2 years "One of the main drawbacks I noticed was the limited customization options compared to more advanced help desk platforms." Pricing Spiceworks Cloud Help Desk offers two plans for IT teams of varying sizes. The Core plan is always free for up to five seats and includes features such as multi-factor authentication, alerts, and incident tracking, and accommodates unlimited end users. The Premium plan is designed for teams with six or more users and includes all the Core plan features plus task lists, bulk actions to manage multiple tickets at once, and 24/5 live support, in addition to an ad-free experience. Pricing for the Premium is $5 per seat per month with annual billing or $6 per seat per month when billed monthly. [Learn more about Spiceworks Cloud Help Desk pricing plans](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/pricing/) Integrations **Popular Integrations** - **Active Directory** is a user management and authentication solution that integrates with Spiceworks Cloud Help Desk. It enables users to log in to the end-user portal and submit tickets using their standard Active Directory credentials. [Learn more about Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) * * * ## Top free help desk software at a glance Vendor Highly rated Starting Price [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/)[4.4 (229)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Customer Support $16.00 Per Month [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.5 (3412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Ease of Use $19.00 Per Month [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)[4.4 (188)](https://www.capterra.com/p/182476/HubSpot-Service-Hub/reviews/) Real-Time Notifications $15.00 Per Month [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (766)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Functionality $20.00 Per Month [Spiceworks Cloud Help Desk](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/)[4.4 (584)](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/reviews/) Reporting/Analytics $6.00 Per Month [Learn More](https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/) [Apptivo](https://www.capterra.com/p/228915/Apptivo/)[4.4 (708)](https://www.capterra.com/p/228915/Apptivo/reviews/) Value for Money $15.00 Per Month [Learn More](https://www.capterra.com/p/228915/Apptivo/) [Bitrix24](https://www.capterra.com/p/113540/Bitrix24/)[4.2 (989)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Alerts/Escalation $69.00 Per Month [Learn More](https://www.capterra.com/p/113540/Bitrix24/) [Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/)[4.1 (524)](https://www.capterra.com/p/135148/Agile-CRM/reviews/) Ticket Management $8.99 [Learn More](https://www.capterra.com/p/135148/Agile-CRM/) [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/)[4.7 (590)](https://www.capterra.com/p/144040/Tidio-Chat/reviews/) Highest Rated $0.00 Per Month [Learn More](https://www.capterra.com/p/144040/Tidio-Chat/) Explore our 393 Help Desk solutions[Browse Directory](https://www.capterra.com/help-desk-software/) ## Our methodology  Our independent and objective research is based on market demand signals along with analysis of our proprietary data, including product information and verified user ratings and reviews as of November 2024. To be considered for this list, products had to: - Appear in the [Capterra Shortlist for Help Desk](https://www.capterra.com/help-desk-software/shortlist/). - Show evidence of offering required functionality for a given software category as demonstrated by publicly available sources, such as the vendor’s website. - Offer either a forever free version or a free trial period. - In certain cases, depending on the market, we may expand the criteria for selection of products based on our market insights to ensure we’re providing the best options for buyers.  We took the highest-rated products in each of the listed parameters a product is “best for” unless that product already appeared on our list. In these cases, we feature the next highest-rated product.  In our descriptions of each featured product, we include the following details:  **Most valued features:** Our research team analyzed verified help desk software reviews on Capterra to identify each product’s highest-rated features (among features with at least five reviews). We then summarized user sentiment using real reviews for each feature. Please note: Some of the highest-rated features for a given product may not be included in its free version.  **Review excerpts selection**: Review excerpts are passages extracted from longer reviews written by verified reviewers. We obtain these excerpts by applying an algorithm that considers factors including, but not limited to, length, sentiment, topic coverage, and thematic relevance. Excerpts represent user opinion and do not represent the views of, nor constitute, an endorsement by Capterra or its affiliates. Excerpts are not edited for clarity or grammar. **Popular integrations:** We identified integrations from our internal database and selected products considered as “most popular” based on how often they were cited by users as integrating with products in the category. ## What is help desk software? [Help desk software](https://www.capterra.com/help-desk-software/) facilitates the management of customer support and service requests by providing a platform to help businesses resolve issues, inquiries, and complaints from employees, end users, or customers. At the heart of help desk software, its ticket management feature tracks, manages, and resolves user requests and IT incidents. Furthermore, the software’s knowledge base management feature crafts a repository of information that includes articles, frequently asked questions (FAQs), and tutorials used for self-service support. In addition, help desk software centralizes communications and interactions via multiple channels such as email, calls, live chat, and social media. ## What is free help desk software? Help desk software typically offers two ‘free’ options, a forever free version and a free trial version. Some providers offer both options—a basic free version for getting started, plus a free trial of their full-featured system. ### Forever free options (free versions with limited features) Forever free options provide access to basic features of help desk software without any time limit or cost. However, these solutions usually limit the number of users or restrict certain features. For example, while you can categorize, prioritize, and route tickets to the right teams, to access automated follow-ups, escalations, and other tasks using specific time and event-based triggers, you’ll need to upgrade to a paid plan.  Forever free options best serve small but growing businesses with limited budgets and those who need basic digital organization without the cost of paid solutions. With [137 software vendors listed](https://www.capterra.com/help-desk-software/?pricing_options=FREE_VERSION) on our site that offer forever free versions, you’ll find plenty of options to find truly free help desk software that matches your needs. ### Free trial options (time-limited free access) Free trial versions provide full access to all features of the software for free, but for a limited time, usually lasting between 14 and 30 days. Users can test the full system, including real-time incident monitoring, asset and configuration management, and advanced reporting capabilities—features often unavailable in forever-free versions. However, users must either upgrade to a paid plan or lose access to the software once the trial period ends.  These options suit businesses that are growing rapidly and who want to explore the full capabilities of different solutions without incurring any initial costs, but they eventually want to purchase a paid plan. With [381 software vendors listed](https://www.capterra.com/help-desk-software/?pricing_options=FREE_TRIAL) on our site with free trial options, you can thoroughly evaluate each option to find the best fit for your needs.  ## Features included with free help desk software All dedicated help desk software offers knowledge base management and ticket management. But, when it comes to free help desk software, you must look out for what features and capabilities you’ll actually get for free. Here are features that are usually standard and those that are not usually included in free software packages, along with our analysis of user feedback on which functionalities matter most: ### Core features available in free help desk software - **Ticket management:** Track, manage, and resolve user requests and issues. 91% of users find this feature highly important or critical. - **Knowledge base management:** Enable customers to find answers on their own within knowledge repositories. 83% find this feature highly important or critical. ### Common features of free help desk software - **Alerts/escalation:** Share system alerts about the need to escalate an issue or request. 76% of users find this feature highly important or critical. - **Reporting/analytics:** View and track pertinent metrics to find patterns and gain insights from gathered data. 74% find this feature highly important or critical. - **Multi-channel communication:** Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - **Templated responses:** Get access to canned or pre-generated messages for responding quickly to recurring support requests.  - **Collaboration tools:** A channel for team members to share media files, communicate, and work together.  ### Features ‘not’ typically included in free help desk software - **Real-time notifications:** Notifications that are delivered to users as soon as an event occurs. 84% of users find this feature highly important or critical. - **Access controls/permissions:** Define levels of authorization for access to specific files or systems. 74% find this feature highly important or critical. - **Self-service portal:** Online portal through which end users can access the system, manage tasks, and obtain information. - **Third-party integrations:** Set up connections to third-party platforms to improve business processes and avoid data silos. ## Key benefits of using free help desk software Our software advisors speak with hundreds of customer and IT support professionals each year, and one trend is clear: insufficient functionality of help desk products is a pressing concern for 44% of support professionals. Additionally, just over a third (34%) emphasize a lack of efficiency when resolving issues—whether using spreadsheets or manual methods.[\[2\]](#footnotes) Help desk solutions improve issue resolutions by centralizing communications that allow support agents to track, prioritize, and resolve various types of customer interactions and concerns. Our analysis of user feedback reveals the following benefits you can expect from the free versions: - **Enhanced efficiency:** The free versions of help desk software can help solve efficiency deficits by providing a centralized platform to collect and organize all inquiries via ticket management to ensure accounts and customer support are up to date. - **Centralized communications:** With centralized communications, help desk software makes it easier to manage client relationships and service delivery. Many free versions also support multi-channel communication, ensuring consistent and informed support. - **Improved productivity:** Free help desk software facilitates quick issue resolution and provides analytical tools to identify improvement areas and actionable data-driven objectives. ## What to look for in free help desk software Any software with a ‘free’ label can be enticing for a prospective customer, however, it’s vital to deduce exactly what works best for you. When evaluating free help desk software, consider the following key aspects: ### Hidden costs and fees Many free help desk solutions limit the number of users, features, data storage, and support options. Therefore, in many cases, users who reach their cap of either data storage or user capacity will need to upgrade their software, or adding the extra can result in an unexpected fee. Additionally, bear in mind if there are any costs associated with connecting your chosen free help desk software with other tools or platforms.  ### Upgrade pathway Look for solutions with multiple, tiered paid plans that you can upgrade to as your needs progress. Paid plans often unlock features, give you the option to add more users and data storage, or give you access to customer support, giving you flexibility to help you scale as your business grows.   ### User reviews Doing your homework on each product can go a long way toward choosing the most suitable one for your needs. Start by evaluating user reviews and looking for providers with a strong track record and positive feedback. You can check Capterra's database of over [100 free help desk products](https://www.capterra.com/help-desk-software/?pricing_options=FREE_VERSION,FREE_TRIAL) for independent research and verified user reviews. ## How to choose free help desk software for your business Not all free help desk software is the same and selecting the one that’s right for you requires ensuring that it meets both your current and future needs as your business grows. Here’s how you can approach this decision: ### 1\. Assess your needs and wants The aim of help desk software is to provide faster and more effective support to employees, end users, and customers. If more efficient support is critical for your business, then ask yourself how many users will require access to your free help desk tool as this is often the primary limiting factor in free versions. Identify your current tasks relating to support, identify features that are practical solutions, and assess your needs more than your wants. ### 2\. Consider your workflow and operations Think about how you and your team will use the software day-to-day. Will multiple team members need access? Do you manage communications across multiple channels? Do you require an embedded knowledge base to resolve issues more effectively? Understanding your operational style will help you eliminate options that won't fit your workflow, saving you time in the selection process and preventing adoption issues later. ### 3\. Narrow down your options  While it might be tempting to try every free version available, our research shows that having [three options](https://www.capterra.com/resources/us-tech-trends/) on your shortlist leads to the most successful software choices.[\[3\]](#footnotes) Use [Capterra's Shortlist](https://www.capterra.com/help-desk-software/shortlist/), [comparison tools](https://www.capterra.com/resources/capterra-software-comparison-tool/), and verified reviews to identify the most promising options. Focus on solutions where users specifically review their free plans, and include both forever free versions and free trials of paid solutions in your comparison. Successful software buyers are 50% more likely to rely on product comparison sites and expert recommendations.[\[4\]](#footnotes) ## Common limitations of using free help desk software Typically, free help desk software comes with one or all of these three limitations:  - **Number of agents/users:** Free plans typically restrict the number of agents or users who can access the software. - **Feature restrictions:** Many free versions offer only basic features, withholding advanced functionalities such as automations, customizations, and detailed reporting, for paid tiers. - **Data and ticket caps:** Free help desk software often imposes limits on data storage or the number of tickets you can manage. Beyond these standard restrictions, you'll often find yourself doing more manual work. Tasks that paid versions automate—like ticket assignment, status updates, response templates, data entry, and reporting—usually require manual tracking and updates in free versions.  You might also face customer support limits such as access to 24/7 support only for critical issues and access to support from the online community forums.  ## When to consider free vs paid help desk software Free help desk software provides an entry-level solution for users who are just starting out or have a low volume of inquiries. This allows them to make the most of basic functionality to centralize communications, track issues, and improve processes without incurring additional costs.  Consider upgrading to paid solutions when you: - Need to scale as your business grows - Want to automate routine tasks - Require detailed reporting to make data-driven decisions - Have multiple team members who need to access the system - Allocate too much time to manual processes As one IT manager notes in our reviews: “the system’s scalability has been crucial, seamlessly accommodating our growth from a small company to a larger firm.” ## What is the cost to upgrade from free help desk software to a paid package? There are various pricing tiers available for different business needs. Costs vary based on your number of agents or users, features needed, minimum monthly fees, and integration requirements. Typical upgrade plans include:[\[5\]](#footnotes) - **Entry-level** plans usually start at $8 per month. They offer standard features like basic ticket management and an embedded knowledge base.  - **Mid-tier** plans start from $30 monthly, adding features like detailed reporting and a custom-branded help center.  - **Higher-end** enterprise-level plans can exceed $99 monthly for advanced capabilities and priority support. Our research shows that 55% of help desk software buyers budget an average of $50 per user, per month for help desk software.[\[2\]](#footnotes) ## FAQs What is the best free helpdesk ticketing system? Based on an analysis of our user reviews, [Agile CRM](https://www.capterra.com/p/135148/Agile-CRM/) is rated best in its class for ticket management. Its ticketing features enable users to resolve issues quickly, and label, categorize and route tickets to appropriate groups. It also provides a smart view of important data—such as ticket priority—on your dashboard. What are the features of free help desk software? Free help desk software typically includes core features like ticket management for tracking and resolving user requests and knowledge base management to empower customer self-service. Common features also include alerts/escalation, basic reporting/analytics, multi-channel communication, templated responses, and collaboration tools. Can I migrate from free help desk software to a paid solution later? Yes, it is common to migrate from free help desk software to a paid solution later. Most vendors offer straightforward upgrade paths which allow you to retain existing data and configurations. Migrating to a paid solution also typically unlocks advanced features and greater operating capacity to support growing business needs while maintaining continuity in support operations. Is it secure to use free help desk software? When accessing the security of free help desk software, it is crucial that you evaluate the vendor’s security measures, such as data encryption, access controls, and regular updates. Be sure to review the vendor’s security polices and ensure they align with your business’s data protection requirements to safeguard customer information. Is free help desk software suitable for businesses of all sizes? Free help desk software is ideal for small businesses with limited support needs and budgets. Larger businesses with complex requirements may find free help desk software lacking in advanced features, scalability, and support. Larger businesses may also require automation features to streamline operations so they can spend less time on manual tasks. **Sources** 1. **Capterra reviews data:** Reviews are collected from verified users for individual software products. For this report, we analyzed reviews from the past two years as of the production date. [Read the complete methodology.](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology) 2. **Capterra advisor call notes:** Findings are based on data from telephonic conversations that Capterra’s advisor team had with businesses seeking help desk software. For this report, we analyzed reviews from the past year as of the production date. [Read the complete methodology.](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology) 3. **Capterra’s 2024 Software Buying Behavior Survey** was conducted to understand the composition, triggers, budgets, and challenges of software buying teams at global businesses across industries and sizes. We sought to uncover the software types these buyers are adopting, their evaluation methods, and what factors convince them to make a purchase, from vendor reputation and sales team interactions to content materials and user reviews. [Read the complete methodology.](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology) 4. **Capterra’s 2025 Tech Trends Survey** was conducted to understand the timeline, organizational challenges, adoption & budget, vendor research behaviors, ROI expectations and satisfaction levels for software buyers. Respondents were screened to ensure their involvement in business software purchasing decisions. [Read the complete methodology.](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology) 5. **Capterra software pricing data:** Only products with publicly-available pricing information and qualified software products within the category are included in our pricing analyses. [Read the complete methodology.](https://www.capterra.com/resources/proprietary-data-research/#software-buyers-guides-methodology) [Andrew Blair](https://www.capterra.com/resources/author/andrew-blair/) Andrew Blair is a content analyst at Capterra, covering marketing, cybersecurity, and emerging technologies across industries. He leverages his technical expertise and business acumen, acquired from experience as a web developer in the eCommerce industry, to deliver data-driven insights on market and business operations, empowering businesses to embrace the right technology. Andrew’s research and analysis is informed by more than 150,000 authentic user reviews on Capterra and nearly 3,000... [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Mehar Luthra is a team lead at Capterra and specializes in editing reports that cover the latest trends affecting small businesses. With nearly a decade of experience, she has edited a multitude of research articles, top-rated software reports, and thought leadership articles for diverse markets such as Brazil, Japan, Canada, France, Australia, and India. She finds it particularly rewarding to produce content that provides small-business owners with practical tips and helpful advice on topics... Related reading Best rated products on this list - [ ManageEngine ServiceDesk Plus](#28ea2259-0548-486b-9133-a6d200b5007e) - [ Freshdesk](#7ab9772e-1e92-48c9-bfbb-a6d200b42fbe) - [ HubSpot Service Hub](#fdd6ab60-be9f-45e2-b7d0-a9d500451f21) - [ JIRA Service Management](#b760c482-1fb9-46ab-a9e0-a6d200b4bc5b) - [ Spiceworks Cloud Help Desk](#49b40370-6242-4f91-ae1c-a6d200b6ba1a) - [ Apptivo](#5c2851ec-7c4b-4b2e-8064-3795f6dd50fb) - [ Bitrix24](#d4f9fc76-9ea5-40e1-99c4-a6d200b2e0b3) - [ Agile CRM](#6509d69a-ebed-4d80-ab00-a6d200b29cad) - [ Tidio](#454d70b3-4cee-4453-8c17-a6d200b70c43) Talk to a Capterra advisor for free and get results within 15 minutes.