Best help desk software in 2025

As businesses expand and customer support demands continue to grow, the need for efficient, scalable, and feature-rich help desk software is bigger than ever. From managing internal IT support to handling customer inquiries, the right help desk solution can streamline operations and improve response time for better customer satisfaction.

To help you navigate the crowded market, the Cybernews research team and I have conducted a comprehensive analysis of the top help desk software available in 2025, and we’ll be sharing key details about them with you. You’ll also find guides on what to look out for in help desk tools and how to choose the best ones.

Best help desk software - shortlist

1. ServiceNow – best for large enterprises with complex IT needs
2. Zoho Desk – best for businesses of all sizes
3. HappyFox – best streamlined omnichannel ticket management
4. Freshservice – best for IT service management with AI-powered automation
5. HaloITSM – best for ITIL-aligned enterprise service management
6. Vivantio – best for customizable service management with no-code workflows
7. InvGate Service Desk – best for IT-centric help desk solutions with robust automation
8. Jira Service Management – best for managing service requests and incident problems
9. Spiceworks Cloud Help Desk – best free help desk software for small businesses

Best help desk software compared

HDS	Best for	Pricing	Key features
ServiceNow	Large enterprises with complex IT needs	Custom pricing (demo available)	AI-powered ticket resolution, multi-channel support, service-level agreement (SLA) management, seamless integrations with customer relationship management (CRM) and other enterprise tools
Zoho Desk	Businesses of all sizes	Free plan; paid from $9/month for each user	Omnichannel ticketing, AI-powered Zia assistant, self-service portal, robust analytics
HappyFox	Streamlined omnichannel ticket management	From $29/month per agent (demo available)	Omnichannel support, multilingual knowledge base, robust reporting, highly customizable workflows
Freshservice	IT service management with AI-powered automation	21-day free trial; from $29/month per agent	AI-powered automation, unified agent workspace, self-service options, asset management
HaloITSM	ITIL-aligned enterprise service management	30-day free trial; custom pricing	Change management, integration capabilities, ITIL-aligned processes
Vivantio	Customizable service management with no-code workflows	14-day free trial; from $59/month per user	No-code customization, visual reporting and analytics, mobile ticket monitoring
InvGate Service Desk	IT-centric help desk solutions with robust automation	Free trial; from $17/user/month	SLA rule builder, workflow designer, expansive AI automation capabilities
Jira Service Management	DevOps-driven IT service management	30-day free trial; from $19.04/month per agent	Modern incident management, DevOps integration, conversational ticketing
Spiceworks Cloud Help Desk	Small businesses in need of free help desk software	Free	Customizable web portal, automated ticket assignment and routing, mobility

9 best help desk software – our detailed list

We’ve seen the highlights – now, it’s time to take a deeper look at these software solutions and discuss the benefits they offer. Read on to find out why the team and I picked these options from the numerous ones available out there.

1. ServiceNow – best for large enterprises with complex IT needs

Best for	Large enterprises with complex IT and customer service needs
Free plan	No, but demo available
Starting price	Custom pricing
Standout features	AI-powered ticket, resolution, multi-channel support, SLA management, seamless integrations with CRM and other enterprise tools

Visit ServiceNow

ServiceNow is a true powerhouse in the world of help desk software, and it’s particularly useful for large enterprises. Built on the Now Platform, it offers a robust suite of tools designed to streamline IT service management (ITSM) and customer service operations.

What sets ServiceNow apart is its AI-driven automation and its ability to handle complex workflows across multiple departments, including IT, HR, and CRM. There’s also the Now Assist module, which uses generative AI to automate ticket resolution. It can summarize incidents, suggest resolutions, and even generate knowledge base articles for recurring issues, drastically reducing the workload of support agents and speeding up response times.

Even better, ServiceNow consolidates support requests from email, chat, phone, and self-service portals into a single platform; plus, it integrates with major enterprise tools like SAP, Oracle, Microsoft, and CRM systems, ensuring that all relevant data is easily accessible.

2. Zoho Desk – best for businesses of all sizes

Best for	Businesses of all sizes
Free plan	Yes
Starting price	$9/user/month
Standout features	Omnichannel ticketing, AI-powered Zia assistant, self-service portal, robust analytics

Visit Zoho Desk

Zoho Desk combines omnichannel ticketing, AI-powered tools, and self-service options to help businesses deliver faster, more efficient customer support. What stood out to me the most was its AI assistant, Zia, which automates repetitive tasks and provides intelligent insights to improve agent productivity.

There’s also the ASAP portal, which allows customers to find answers on their own. Businesses can create a private knowledge base for internal use of a public-facing FAQ section, reducing ticket volume.

Another standout was the Guided Conversations feature, which provides a set of predefined responses to a user’s question and systematically leads them to the best solution. The Blueprint feature allows businesses to create custom workflows for complex processes, making it easier to maintain consistency.

3. HappyFox – best streamlined omnichannel ticket management

Best for	Streamlined omnichannel ticket management
Free plan	No, but demo available
Starting price	$29/month per agent
Standout features	Omnichannel support, multilingual knowledge base, robust reporting, highly customizable workflows

Visit HappyFox

HappyFox is a standout in the world of help desk software, and it’s easy to see why. I was particularly impressed by its ability to centralize and streamline customer support across multiple channels. Businesses also get AI-powered chatbots, which handle routine queries and direct customers to self-help resources, freeing up agents to focus on more complex issues.

The platform’s Smart Rules automate repetitive tasks like ticket assignments and notifications, ensuring that no query slips through the cracks. I was impressed by its SLA management tool, which automatically escalates and reassigns tickets based on priority, helping businesses meet their service level agreements with ease.

HappyFox’s customizability is another major strength. Businesses can create custom ticket queues, private notes for internal collaboration, and canned responses for common queries. I also found the no-code support portal builder particularly useful, as it lets businesses create branded, mobile-responsive portals without technical expertise.

4. Freshservice – best for IT service management with AI-powered automation

Best for	IT service management with AI-powered automation
Free plan	Yes, a 21-day free trial
Starting price	$29/month per agent
Standout features	AI-powered automation, unified agent workspace, self-service options, asset management

Visit Freshservice

Freshservice is a refreshingly simple yet powerful IT service management (ITSM) solution from Freshworks that stands out for its AI-powered automation and intuitive design. It is one of the few help desk tools that actually offer a user-friendly experience, both for internal IT requests and external customer support.

With Freddy AI, you can automate repetitive tasks and provide intelligent insights to improve productivity. The AI-powered assistant can handle everything from auto-assigning tickets to suggesting solutions based on historical data, making it a game-changer for IT teams.

Freshservice’s ticketing system is another highlight. It allows businesses to prioritize, categorize, and assign tickets with ease, ensuring that no request goes unanswered. The platform also supports self-service options, enabling customers to find answers on their own through a robust knowledge base. Businesses also get pre-built dashboards and customizable reports, giving IT teams the insights they need to optimize performance.

5. HALO ITSM – best for ITIL-aligned enterprise service management

Best for	ITIL-aligned enterprise service management with AI-powered automation
Free plan	Yes, a 30-day free trial
Starting price	Custom pricing (contact for the quote)
Standout features	Change management, integration capabilities, ITIL-aligned processes

Like most of the items on our list, HaloITSM uses AI-powered automation to streamline IT support operations. However, it is special because it excels in knowledge creation and discovery. The platform’s AI tools can generate knowledge articles based on real-world solutions, combining both internal and external data sources. Thanks to this, agents always have the information they need at their fingertips.

HaloITSM also features AI-powered ticket management, using AI to automatically group related tickets, generate concise summaries, and prioritize tasks. It can even categorize incidents and suggest solutions based on historical data, reducing workload and resolution times.

The platform’s self-service portal is also great, allowing users to find and request services easily. Features like Emotion AI and Virtual Agent further streamline the customer experience, boosting user satisfaction and reducing response times.

6. Vivantio – best for customizable service management with no-code workflows

Best for	Customizable management with no-code workflows
Free plan	Yes, a 14-day free trial
Starting price	$59/month per user
Standout features	No-code customization, visual reporting and analytics, mobile ticket monitoring

Organizations looking to tailor their service management workflows without relying on complex coding will be impressed with Vivantio’s no-code customization approach. There’s also its Flex user interface, which is both modern and intuitive. The interface is designed to provide a consistent experience across devices, including mobile ones, ensuring that agents can manage tickets efficiently no matter where they are.

I also found the granular global search feature to be quite helpful, as it makes it easy to find specific tickets or information quickly. The platform also supports localization options, allowing businesses to customize the self-service portal for different languages, which is a huge plus for global teams.

Vivantio also offers robust reporting and analytics, featuring the Dashboards section with graphical representations of data that make it easy to visualize key metrics like ticket resolution times and agent productivity.

7. InvGate Service Desk – best for IT-centric help desk solutions with robust automation

Best for	Robust automation and ITIL alignment
Free plan	Yes, free trial
Starting price	$17/month per user
Standout features	SLA rule builder, workflow designer, expansive AI automation capabilities

From the get-go, I noticed that InvGate Service Desk has a user-friendly interface, which merges all pending actions into a single view. This allows agents to manage tickets efficiently without getting overwhelmed by clutter. I found the card-based ticket listings particularly useful as they provide actionable details at a glance, reducing the need to open each individual ticket.

For businesses that rely on self-service options, InvGate delivers. The platform’s self-service portal allows users to create tickets, track their status, and access a knowledge base of support articles.

InvGate also features a wide range of AI automation benefits, including the use of generative AI to craft and deliver clear responses across all support teams. It also offers faster onboarding time and easier collaboration between team members.

8. Jira Service Management – best for managing service requests and incident problems

Best for	Managing service requests and incident problems
Free plan	Yes, a 30-day free trial
Starting price	$19.04/month per agent
Standout features	Modern incident management, DevOps integration, conversational ticketing

Jira is a top helpdesk management software solution that aims to bridge the gap between development, operations, and business teams. One of the platform’s standout features is its modern incident management, powered by Opsgenie. This integration allows teams to handle critical situations, schedule on-call rotations, and collaborate efficiently when urgent issues arise.

Jira also integrates with Confluence, enabling teams to create a knowledge base that empowers customers to resolve problems on their own before reaching out for support. The platform also offers an excellent IT ticket system, with teams being able to categorize, prioritize, and track requests in a single place, ensuring that none goes unanswered.

There’s also the use of machine learning for bulk actions, which makes it easy for agents to categorize, link, or transition similar issues quickly.

9. Spiceworks Cloud Help Desk – best free help desk software for small businesses

Best for	Small businesses needing a free, easy-to-use help desk solution for internal IT support
Free plan	Free
Starting price	Free
Standout features	Customizable web portal, automated ticket assignment and routing, and mobility

Spiceworks Cloud Help Desk is a free, no-frills help desk solution designed to simplify IT support for small businesses. While it may lack some of the advanced features found in premium tools, Spiceworks delivers the essentials needed to track, prioritize, and resolve user requests efficiently.

One of the platform’s best features is its customizable web portal, which allows users to submit tickets as an alternative to email. This helps declutter inboxes and ensures that all requests are centralized in one place.

For businesses that need mobility, Spiceworks offers a native mobile app for both Android and iOS. The app also integrates seamlessly with other Spiceworks tools, such as network inventory and monitoring, ensuring that quality support is always available, no matter where the agents are.

I liked the Power BI Desktop Data Connector in particular, as it enables businesses to pull data directly from Spiceworks into Power BI for more detailed analysis.

How did we select the best help desk software?

To ensure our recommendations for the best help desk software are accurate and unbiased, the Cybernews research team and I analyzed data from multiple sources. We reviewed user feedback, explored product features, watched demos, and read what industry experts had to say to select the top solutions for businesses of all sizes. Here are the key criteria we considered.

• Features and functionality (30%). I assessed the core features of each help desk software, including ticketing systems, automation, self-service portals, and integrations. Solutions with advanced capabilities like AI-powered chatbots, ITIL alignment, and robust reporting tools scored higher in our evaluation.
• User reviews (25%). We scoured dedicated review platforms like G2, Capterra, and Gartner, as well as forums like Reddit, to gather insights from real users. Their experiences and feedback played a crucial role in evaluating the usability, reliability, and overall performance of each software.
• Pricing (20%). Cost is a critical factor for businesses of all sizes. I carefully examined the pricing models of each software, including free plans, tier pricing, and enterprise-level costs, to ensure our recommendations cater to a wide range of budgets.
• Scalability (15%). Help desk software must grow with your business. We prioritized solutions that offer flexible plans, customizable workflows, and the ability to handle increasing ticket volumes and team sizes without compromising performance.
• Customer support (10%). I evaluated the availability, responsiveness, and quality of support provided by each vendor because you never know when you’ll run into issues while using these platforms. I focused on live chat, email, and phone support options.

What is help desk software and what is it used for?

Help desk software is a centralized platform designed to streamline customer support and IT service management by organizing, tracking, and resolving user requests efficiently. Its primary function is to act as a single point of contact for customers or employees seeking assistance, ensuring that no query goes unanswered.

These help desk solutions also bring together requests from multiple channels, such as email, phone, live chat, and social media, simplifying communication and making the overall support experience better.

At its core, help desk software revolves around ticketing systems. When a user submits a request, the software automatically creates a ticket, which is then categorized, prioritized, and assigned to the right agent. You also have automation tools to handle repetitive tasks like ticket routing, notifications, and follow-ups, freeing up agents to focus on more complex issues.

An IT helpdesk system also makes the issue resolution process better by providing agents with the necessary tools they need in order to understand and resolve problems quickly. Features like knowledge bases, AI-powered chatbots, and self-service portals can even help users find solutions on their own and reduce the workload on support teams.

A top help desk software even provides detailed analytics so you can identify common complaints your users are facing and make the necessary changes to correct them and improve your business.

It doesn’t matter if you’re looking to resolve technical issues, manage employee onboarding, or handle customer inquiries – help desk management software ensures that businesses can deliver consistent and high-quality support without disrupting the overall flow of operations.

Key features of help desk software

Help desk software is packed with features designed to make support operations easier and enhance customer satisfaction:

• Ticketed system. This is by far the most important feature and, frankly, the backbone of the software solution. A ticketing system centralizes issue tracking and management. It ensures that every customer request is logged, categorized, and assigned to the right agent, preventing issues from falling through the cracks.
• Automation. One of the key functions of help desk software is to reduce manual effort. This is achieved by automating repetitive tasks. With features like AI-driven responses, auto-assignment of tickets, and workflow automation, faster resolution times and improved efficiency are guaranteed.
• Integrations. Seamless integration with CRM systems, email platforms, and collaboration tools (like Slack or Microsoft Teams) allows businesses to unify their support processes. This ensures that all relevant information is accessible in one place, improving collaboration.
• Self-service portals. These portals provide users with access to FAQs, knowledge bases, and how-to guides, empowering them to resolve issues on their own. This helps improve customer experience and reduces the volume of incoming tickets.
• Analytics and reporting. Help desk software provides real-time insights into support team performance and customer trends. Customizable reports and dashboards help businesses track metrics like ticket resolution times, customer satisfaction scores, and agent productivity. You can also understand your users better by knowing their complaints.

Benefits of help desk software

As you can see, help desk software offers a wide range of benefits. However, if you’re still on the fence about getting one for your business, here are some of the key advantages you stand to enjoy.

• Improves customer satisfaction. Help desk software ensures faster response times and efficient issue resolution by centralizing requests and automating workflows. Customers get to receive timely and accurate support, leading to higher satisfaction and increased trust for your business.
• Enhances team productivity. By automating repetitive tasks such as ticket routing, notifications, and follow-ups, help desk software reduces the workload on support agents. This allows them to focus on more complex issues, improving overall productivity. You also have tools like canned responses and knowledge bases that help agents resolve issues faster.
• Scales with business growth. Help desk software is designed to grow with your business. Its flexible features and customizable workflows ensure that it can handle increasing support demands as your business expands. Whether you’re adding new agents, integrating additional tools, or managing higher ticket volumes, help desk software adapts to your needs, though this will likely come at increased costs.
• Optimizes cost-effectiveness. Help desk software saves costs in so many ways. For one, it minimizes manual support and the need for staff members through automation features and self-service options. You can use the reporting and analytics tools to identify inefficiencies, allowing you to better optimize your operations.

How to choose the right help desk software for my needs

When choosing a help desk software, you need to make sure it's the right fit for your business, and this isn’t just about the features the platform offers; there are other key considerations that should guide your decision. Let’s take a look at them.

• Required features. Identify the features that align with your business needs. For example, if you need AI-powered automation, look for tools like Zoho Desk and HappyFox. If ITIL-aligned processes are a priority, consider HaloITSM or Vivantio.
• Team size. Consider the size of your support team. Smaller teams may benefit from user-friendly platforms, while larger enterprises might require scalable solutions.
• Scalability. Choose software that can grow with your business. Solutions like HappyFox and Zoho Desk offer flexible plans and features that adapt to increasing support demands.
• User-friendly interface. No one wants to spend more time trying to understand a platform than actually using it, so when choosing software, go for those with simple, intuitive interfaces so your team can onboard quickly and use the software efficiently. Also, look for platforms with customizable dashboards and easy navigation.
• Budget. Determine your budget upfront. Most software solutions offer free trials or demos; use them as tests to ensure the platform provides the best value for your investment, balancing cost with the features you need.

Final word on best help desk software

The right help desk solution can lead to more efficient operations, boost team productivity, and enhance customer satisfaction. Some platforms, such as ServiceNow, feature AI-powered automation, while others offer self-service portals, reporting tools, and several more features designed to meet the growing demands of modern businesses.

The Cybernews research team and I have conducted thorough testing to ensure our recommendations are reliable, varied, and unbiased, so you’re sure to find the right fit regardless of your business size or industry. Explore our list of top help desk software and find the best one for you today.

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