Managing your customer service relation with the right help desk software can be the do-or-die of building customer loyalty.

Today’s customers are extremely demanding and can be unforgiving. They want information and responses to their queries on the fly. They savor an interactive and responsive relationship between themselves and those with whom they do business.

According to a Forrester report, 53% of the adult US online shoppers are likely to skip out on their orders if they can’t get immediate answers to their queries while shopping.

Customer satisfaction is key, but never underestimate the benefits of equipping your staff with the right tools to execute their duties. Here are our top pick ticketing systems for 2019.

Best FREE Help Desk Software & Ticketing Software in 2019
  • Raiseaticket
  • SupportBee
  • HelpDeskZ
  • Faveo
  • Zoho Desk
  • HelpSpot
  • LiveZilla
  • Mojo Helpdesk
  • HelpforDesk
  • ProProfs Help Desk
  • SherpaDesk
  • Deskero

1. Raiseaticket

Help Desk & Ticketing Software

Raiseaticket is a robust, insightful free cloud-based help desk management software that delivers on the centralization of customer services in a single portal. It is used by a range of clients to include Government, Small Business, Technology, Enterprise, Aviation, Customer Care and Contact Centers.

Features

  • Alerts / Escalation, Automated Routing
  • Document Storage, Email Integration, Interaction
  • Tracking, Multi-Channel Communication,
  • Self Service Portal
  • Service Level Agreement (SLA) Management, Ticket Management

Pros

Raiseaticket is versatile, easy to use, affordable and completely free. Supports up to 12,000 tickets per year. Responsive online support team with a 24/7 Live Rep.

Cons

The software presents few minor bugs and the templates could do with some upgrade.

Cost to upgrade

Raiseaticket is a 100% free cloud helpdesk SaaS.

2. SupportBee

Help Desk & Ticketing Software

Designed to deliver on collaborative customer support, this online ticketing system helps teams to organize, prioritize and collaborate on customer support emails. SupportBee is a complete ticketing system that allows the organization to scale the service according to their needs and without disrupting their operations.

Features

  • Ticket Management, Real-time auto-refresh,
  • Embeddable contact forms, Customer interaction history,
  • Custom and premade KPI reports, Team collaboration
  • HTML email rendering,
  • Multiple email address support

Pros

SupportBee is an easy to use, feature-rich email support software solution. The learning curb for using the software is basically zero as it is very similar to Gmail. Very minimal time is required for set up and there is no per agent fee, making it a great collaborative tool.

Cons

Free plan offers only 1 email inbox.

Cost to Upgrade

SupportBee offers a 14 day free trial and has two paid levels: Startup $13/user/month, and

Enterprise $17/user/month.

3. HelpDeskZ

Help Desk & Ticketing Software

HelpDeskZ is a free open source PHP based software which allows you to manage your site’s customer support via a web-based support ticket system. This help desk ticketing system boast a user-friendly interface, multi-language translation capabilities and ability to receive and respond to customer queries.

Features

  • Email Integration,
  • Customer DataBase
  • Self Service Portal, Live chat system, Knowledge Base
  • Alerts/Escalation, Automated Routing
  • Contract Management, Ticket Management, SLA Management

Pros

HelpDeskZ is an efficient email service which delivers on seamless workflows. Users can automate workflows, keep abreast of negative ratings and promptly reach out to the reviewer so as to provide an overall better customer experience.

Cons

Limited in its ability to implement suggestions for improvement to customer service.

Cost to Upgrade

HelpDeskZ is totally FREE!

4. Faveo

Help Desk & Ticketing Software

Purpose-built for start-ups and SMEs, Faveo is an easy to install, web-based support ticket system with a knowledge base and a built-in search option.

Features

  • IT Asset Management
  • Knowledge Base Management
  • Ticket Management

Pros

Faveo provides small businesses and SMEs with an A class ticket based support system that allows them to manage consumer queries to gain strategic insights and empower them to take those decisive decisions. The software is customizable and comes with easy to use step by step installation instructions. The responsive support team provides excellent service.

Cons

It is not a basic helpdesk system and therefore has a bit of learning curb

Cost to Upgrade

Faveo has four paid cloud versions and four paid self-hosted versions. Price range for the cloud versions are $50 to $418/month. The self-hosted versions on the other hand, offers a Freelance version for free trial while the paid versions start at $480 and goes up to $2516. The charges for the self-hosted versions are a one time payment for a perpetual license. Support via phone and email are included.

5. Zoho Desk

Help Desk & Ticketing Software

Zoho Desk streamlines customer service for start-ups and provides technical support. Packages of the online ticketing system comprises best in class tools and a clean, easy to understand and easy to navigate interface.

It pulls all customer interactions from across multiple channels into its interface, allowing agents to seamlessly continue the conversation and assist customers.

Features

  • Ticketing System and Call Center Software
  • Social Support Software
  • Agent Productivity, Knowledge Base and Forums
  • Company-wide Collaboration and Help Desk Essentials
  • Reporting and Insights

Pros

The FREE version supports three users and offers a slew of basic features. The software is very intuitive, easy to use and highly customizable. Easy integration with Zoho CRM, effortless ticket tracking, transparency across the platform. Drives performance competition amongst agents. Available on mobile and tablet.

Cons

The downside to Zoho Desk is its lack of a chatbot like that found in Zoho Books.

Cost to Upgrade

Zoho Desk offers a 15-day free trial, one FREE version and two paid versions: Professional and Enterprise. Upgrade cost between $12/agent/month to $25/agent/month.

6. HelpSpot

Help Desk & Ticketing Software

HelpSpot is a simple yet unique and intuitive Web-Based help desk ticketing software for driving customer service efficiency for small and medium-sized businesses. The robust customer service solution provides an interactive work space and delivers on speed and accuracy. Available in two versions, cloud-based and on-premise.

Features

  • Website widget,
  • Batch operation, Automated workflows
  • Ticket management
  • Custom branding, Integration
  • Reporting, Knowledge management, Self-service

Pros

HelpSpot is a powerful application that supports high-level customizations; allows users to easily create unique portals; is configurable and can be customized. Businesses can store data on their own servers or in HelpSpot’s cloud.

Cons

Unable to postpone ticket.

Cost to Upgrade

HelpSpot offers a FREE 21 day trial and their Enterprise edition offers both free and paid versions. Cost for upgrading goes from $599. There are over 10 enterprises and each supports a set number of agents.

7. LiveZilla

Help Desk & Ticketing Software

LiveZilla is a flexible help desk ticketing system that truly expands a company’s customer service capabilities by furnishing them with the requisite tools to take their Customer Support to the next level.

It allows for the Integration of customer communication activities into the company’s ticketing system, be it via Gateways such as Live Chat, Emails, Twitter or Facebook.

Features

  • Email Integration
  • IT Asset Management
  • Knowledge Base Management
  • Real-time Chat, Real Time Visitor Monitoring,
  • Ticket Management, Online Customer Support

Pros

LiveZilla helps businesses increase their customer reach across geographical boundaries. It allows for fast, accurate, and secure communication between you and your clients. LiveZilla enables live visit with site visitors. All the company’s data remains on your server.

Cons

No Document storage and interaction tracking.

Cost to Upgrade

LiveZilla has two versions, LiveZilla One which is free and LiveZilla Pro which starts at 200€. Prices are in Euro and there are no recurring fees. You make a one time payment for a perpetual license and upgrade according to your needs by simply paying the difference between the packages.

8. Mojo Helpdesk

Help Desk & Ticketing Software

Mojo Helpdesk is a robust platform that maintains speed and does not bow under the pressure even with a huge volume of users. A product of Google, this super simple help desk software is ideal for among other things, customer support, IT requests and Maintenance request.

It is integrated with GSuite, and overall enables internal task tracking where all requests (internal or external) are centralized and channeled into a user-friendly web interface and assigned to agents.

Features

  • Ticket and Case Management, Customizable SLA Management
  • API Access, Canned responses
  • Integration with Google Apps, Built-in Performance Tracking
  • Real-time reporting

Pros

Mojo Helpdesk is fast, intuitive and very affordable. It integrates well with mail services such as Yahoo to track tickets, problems and queries through the help desk. Mojo Number and leader boards encourages competition among agents.

Cons

The app lacks integration, offers limited support for custom branding and has bare minimum reporting capabilities.

Cost to Upgrade

Mini Me, Mojo Helpdesk’s free version supports three agents and allows for full ticket tracking. The three payment levels are: Pro $29/user/month, Enterprise $99/user/month, and Unlimited $399/user/month.

9. HelpforDesk

Help Desk & Ticketing Software

Helpfordesk is a robust Document Archiving System that efficiently streamlines your customer support activities so that you can focus on growing your business.

Fully Web-based, flexible, responsive and cost effective, Helpfordesk is compatible with any device and can be accessed from any location and at any time.

Features

  • Task Management with integrated features (SLA, Reporting, Task Tracking &User management)
  • EDOC document archive, Advanced reporting
  • Backup module for data security

Pros

Helpfordesk is fast, user friendly and comes with powerful workflow tools that allows you to automate and optimize all caliber of work processes. It is customizable, runs instantly, intuitive and supports social media integration, Facebook, Google, LinkedIn, Twitter, etc.

Cons

There is no real-time chat and network monitoring.

Cost to Upgrade

No limitation on free usage. Upgrade at any time within the application.

10. ProProfs Help Desk

Help Desk & Ticketing Software

ProProfs Help Desk, a simple, intuitive cloud-based ticketing system, was designed to improve customer experience through the efficient handling of customer support queries and requests.

Features

  • Ticket management, Real-time Chat
  • SLA Management, Automated Routing
  • IT Asset Management, Knowledge Base Management
  • Customizable Branding
  • Email Integration, Multi-Channel Communication, Self Service Portal

Pros

Fast and effective ticket resolution due to ticket prioritization, internal commenting and canned responses. Collaborative teamwork, timely responses to customers with faster ticket resolution and improved agent performance.

Cons

There is no Network monitoring.

Cost to Upgrade

ProProfs Help Desk offers a 15-day free trial and three paid versions: Team $39/month (annually), Business $79/month (annually), and Enterprise $399/month (annually).

11. SherpaDesk

Help Desk & Ticketing Software

SherpaDesk is a robust, cloud-hosted professional service automation (PSA) solution that focuses on what matters. With core business processes integrated into one solution, businesses can lend their attention to other vital areas. Suitable for small to medium sized business and personal service firms with techs in the field and for whom they need records of time and expenses.

Features

  • Alerts / Escalation, Automated Routing
  • Customizable Branding
  • Email Integration, Interaction Tracking
  • IT Asset Management, Knowledge Base Management, Ticket Management
  • Real-time Chat, SLA Management

Pros

Purpose-built for IT pros, this help desk software greatly improves efficiency in core functions. Seamless project management, invoicing, time tracking, analytics, billing, and helpdesk ticketing. The result is far better service to clients. It is a scalable solution so personnel can be added to the team as needed.

Cons

Lacks in multi-channel communication.

Cost to Upgrade

Sherpadesk offers a free version, Single Agent, and two paid version, Base Camp and High Camp. The first tech is free for both Single Agent and Base Camp and each additional is $39/month.

12. Deskero

Help Desk & Ticketing Software

Deskero is a simple, highly efficient cloud-based help desk ticketing software that brings order to customer care service. Its suite of intuitive tools enables the software to leverage all the various social media channels and integrate all customer requests and queries into a single platform.

Features

  • Alerts / Escalation, Ticket Management
  • Customizable Branding, Real-time Chat, Self Service Portal
  • Streamlined workflows, Email Integration,
  • Knowledge Base Management, Multi-Channel Communication,
  • SLA Management, Analytics and Reports

Pros

Deskero is designed to help businesses get a better angle on their social media interaction with their clients, and to assimilate that social engagement into customer care.

Streamlining social media engagement through a simple, effective platform helps agents to avoid the chaos of trying to monitor several platforms and browser pages at the same time. This allows for better brand representation.

Cons

Email integration is difficult.

Cost to Upgrade

Deskero offers free trial and four paid plans: Start, Grow, Business and Premium. The first agent for the Start plan is free and $4/agent thereafter. The other plans start at $9, $25 and $90/agent respectively.

Conclusion

In the same breath that your customers expect you to value their time and be responsive to them, you as a company expect your software vendor to be the same for you.

Take the time to not only identify your business needs and vet the software options out there to find the perfect solution, but also pay attention to factors such as vendor responsiveness to customer support, the speed at which they add the features you request, their openness to feedback, reliability and their time of expertise in the field.

Which of these softwares would you elect to take your business to the next level for 2019? Let us know in the comments section below…

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