Best Free and Open Source Help Desk Software Tools

The number one reason for a help desk software is to serve customers in an efficient way. A free and open source help desk software allows organizations of any size to manage incidents and support requests. In this article, we have covered top 10 best free and open source help desk tools.

What are the best help desk software tools? Many of these software applications listed here are open source. The application name (with version number) and a link to more information is included for each item below if available. Under each application we also list related links, a sample screen shot and a brief description of its features.

Crisp

4.5/5
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  • Free plan: Supports two users and includes live chat, notifications for live chat, and team inbox.
  • Paid plans: Upgrades start at $25 per month, per website and include four users, canned responses, telegram chat, emails, Twitter DM, and Facebook Messenger.

Crisp is a cloud-based multi-channel customer service support platform wherein you can handle inbound customer queries via live chat, email, Twitter, SMS, and Facebook Messenger.

Crisp offers a text editor that helps you customize knowledge base content. You can add images, GIFs, and YouTube videos to make the content more engaging and useful for customers. The knowledge base content can be categorized using icons, colors, and titles so that it becomes more accessible.

The tool has mobile apps for iOS and Android devices.

HubSpot Help Desk Software

With the kind of customer, volume and velocity that the support team comes across every day, it gets challenging to extend the right kind of support and practice empathy without a system.

HubSpot’s Help Desk & Ticketing software is explicitly designed to connect with customers and grow through their experience. The software makes it easy for the support team to document, organize, track, and resolve each of your customers’ issues right from one single dashboard, which is easily accessible by the entire team. The software is just ideal for tracking and meeting all your customers’ service level agreements.

HubSpot Help Desk software

(Image Source: HubSpot Help Desk)

 Key Features:

  • Intuitive dashboard
  • Easy to log-in & organize customer records
  • Track issues from one single dashboard
  • Automated customer service process
  • Prioritize request
  • Facility to automatically convert emails into tickets
  • Facility to deploy a survey and gather feedback
  • Live Chat
  • Conversational bots to add more value to your live chat facility
  • In-built reporting

HubSpot Help Desk & Ticketing software comes with a 14-day free trial, and one can avail the advanced tools by choosing the Starter package as low as $35 per month.

Help Desk Comparative Analysis Chart

HelpDeskZ

helpdeskz dashboard

(Source:HelpDeskZ)

Features:

  • PHP-based system software
  • Grouping function
  • Bulk actions and query management
  • Personalization
  • Multilingual
  • Message and mail piping
  • Custom fields and templates
  • Knowledgebase
  • Canned responses

HelpDeskZ is a PHP-based free and open source help desk software system that comes with an array of features. The dashboard is very simplified and it stacks various functions and processes on a single screen. The messaging and mail functions are very convenient as well due to automatic pipelining. Its multilingual capability is very useful as well. The personalization feature is very useful for agents and supervisors which enable them to personalize their dashboards and they can also customize dashboard fields and message templates. HelpDeskZ is one of the most convenient and simplistic free and open source help desk software platforms out here.

Zoho Desk

4.5/5
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  • Free plan: Supports three free users and offers help center, customer management, and multi-language help desk.
  • Paid plans: Upgrades start at $9.91* per agent, per month (billed annually) and include a help center, public knowledge base, multi-language help desk, and product-based ticket management. *Converted from INR to USD on March 25, 2021 using xe.com.

Zoho Desk is a cloud-based help desk and customer service solution offering features such as ticket management, self-service capabilities for customers, and agent productivity tools.

Zoho Desk helps you convert Facebook or Twitter posts into tickets that can be easily tracked and responded to from the tool. You can add specific keywords to filter social media posts and messages and have them converted into tickets automatically.

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

The tool has mobile apps for iOS and Android devices.

Ticketing dashboard in Zoho Desk

 Osticket

Osticket is a free and open-source ticket system, It has been built to scale and streamline customer service and improve customer experience. Osticket has custom support packages for business needs and budgets.

Osticket features:

  1. Custom fields
  2. Custom columns and queues
  3. Ticket filters
  4. Help topics
  5. Agent collision avoidance
  6. Assign, transfer, and referral
  7. Auto-responder
  8. Thread action
  9. Service-level agreements
  10. Customer portal
  11. Advanced search
  12. Open-source
  13. Has commercial version 

Hesk

Hesk is a free help desk system aiming for Better Customer Support for companies and businesses. Hesk started in 2005. Hesk was downloaded by 600,000 times.

Hesk features:

  1. Cloud help desk available
  2. Faster response time
  3. Less support work
  4. Better customer support with custom workflow and redefined templates
  5. Lightweight
  6. Free
  7. Self-hosted
  8. Supports many cloud service providers
  9. Reports and charts
  10. Simple and easy-to-use interface

Freshdesk

4.5/5
Read user reviews

  • Free plan: Includes email ticketing, social media ticketing (only for Facebook and Twitter), knowledge base management, and reporting.
  • Paid plans: Upgrades start at $15 per agent, per month (billed annually) and include workflow automation, task collision detection, and help desk report.

Freshdesk is a cloud-based multichannel help desk platform for businesses of all sizes.

Freshdesk allows your customer support team to collaborate on tickets. Any team member can loop in other team members to discuss a particular support ticket. They can split tickets into sub-tickets and have multiple people work on those simultaneously. These tickets are linked, which makes tracking them easy.

The tool has mobile apps for iOS and Android devices.Ticket management in Freshdesk

VISIONHELPDESK

Multi Channel Customer Support Ticketing Help Desk, Multi Company / Multi Brand – Satellite Desk and ITIL / ITSM IT Service Desk Software. We offer 100% Free Help Desk Software licenses to registered Charity, Non Profit Organizations and Open Source Projects.VISIONHELPDESK

Conclusion

Check out this comparison chart of free and open-source help desk software, then review our most popular recommendations. Implement your own self-service ticketing solution today!

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