Best Helpdesk Software for 2024

With integrated ticketing, a comprehensive free plan for up to 10 agents, and the option to choose your data center location (even without upgrading), Freshdesk is our pick for the best overall cloud-based helpdesk software.

Freshdesk has a team inbox that lets users track support tickets across all platforms. It’s also possible to make custom ticket statuses. Users in and outside the main organization can use Freshdesk via shared ownership.

Teams using Freshdesk can make canned responses to quickly answer frequently asked questions. Moreover, the app has a scenario automation tool that allows users to automate repetitive actions. Agent collision alerts stop users from working on a ticket that someone else already is.

Freshdesk integrates with Slack, Salesforce, Jira, and over 1,000 other apps.

Over 60,000 companies use Freshdesk, including Hamleys, Thomas Cook, and 7-Eleven.

Zendesk offers prebuilt integrations and quick responses. It is intelligently designed to cut down on customer care agent time and save the company money. For this reason, it’s the best helpdesk software for comprehensive customer support.

Zendesk has AI agents that work round the clock; users can tailor conversations to ensure that the advice these agents give is more accurate.

Zendesk has automation features that teams can enhance with pre-canned responses. The app also has a real-time dashboard and allows users to quickly collect customer feedback. Zendesk users can leverage tools like social media, chatbots, and surveys to improve customer involvement.

Channel unification is possible via the agent workspace, and it’s also possible to track conversation updates here. App integrations include Trustpilot Reviews, AssetSonar, and Microsoft Teams for Support. To further customize the app, free and paid themes are available.

Zendesk is used by 100,000+ customers, including Uber, Finnair, and Xero.

Zoho Desk is the best helpdesk software for small to medium-sized businesses, thanks to features like process automation and multichannel ticket management.

Teams can benefit from 50% quicker deployment compared to many similar tools, and integrate the software with 200+ apps. Integrations include Slack, G Suite, Jira, and Zapier.

Teams using Zoho Desk can customize their workspaces and tickets with templates. The app also offers the option to customize statuses throughout the whole ticketing process.

Zoho Desk also provides GDPR compliance. Other helpful features include an integration with Zoho CRM. Based in India, Zoho has over 100 million global users.

Even with a free plan, Jira Service Management (JSM) users get an embedded knowledge base and pre-configured ITSM templates. These, along with multi-region data residency, real-time incident monitoring, and advanced alerting, makes JSM one of the best helpdesk software for IT, dev and engineering teams.

Up to 3 agents can use the free version of Jira Service Management, and paid plans support up to 20,000 users. Pricing varies; each plan gets cheaper as you add more agents.

Jira Service Management and integrates with Salesforce, New Relic, Jenkins, Slack, and gives you an option to build custom add-ons with their REST API for unlimited integration.

You can use JSM for various use cases like managing work across the company, change management, incident management, implementing self-service knowledge base, managing IT assets configuration and more. Jira is scalable and leading it ITSM software.

Front offers a full view of consumer data next to each message. The service connects with SMS, email, WhatsApp, and more. Teams using the tool can also create multiple team inboxes. These are just some of the reasons why Front is the best helpdesk solution for collaborative, email-based customer support.

The Front app lets teams assign ownership to ensure that customer issues are quickly cleared, and it’s also possible to use metrics like satisfaction scores, SLA breaches, and average reply times. Dashboards are customizable.

Front also has metrics like messages sent per agent. The app also has message categorization. The API allows for custom integrations.

Teams can integrate Front with Aircall, Asana, ClickUp, and other tools.

Jitbit can turn incoming emails into tickets where needed and send replies, which – among other features – makes Jitbit the best helpdesk software for email ticketing systems.

Jitbit integrates with Jira, GitHub, Active Directory, MS Exchange, Dropbox, and other tools like ChatGPT and Basecamp. Teams that need further integrations can add these via Zapier.

Both SaaS and “on-premises” versions of Jitbit are available. 

Multiple pricing options, AI-powered chatbots, and omnichannel reporting features make Salesforce the best helpdesk software for scalable customer service solutions.

Salesforce has email templates for easy response crafting, and its Einstein tool offers predictive and generative AI to simplify communication further. Salesforce also has a $2/month self-service add-on that lets customers find their answers before needing to contact support.

The app uses AI-powered recommendations for enhanced efficiency, planning, insights, and knowledge management tools. It’s also possible to get unified voice and messaging via AI, which integrates across multiple channels.

Teams using Salesforce can use thousands of apps to improve workflows and get to conclusions quicker, such as Q-assign and Email to Case Premium by Vicasso. Some tools require an extra fee.

Salesforce has 150,000+ customers, including T-Mobile, Spotify, and Amazon Web Service.

InvGate has a modern user interface (UI) with a focus on urgent requests, making it easier for agents to prioritize tasks. Complete ticket visibility, quick access to the knowledge base, and automatically-created subtasks are some of the other reasons why InvGate is the best helpdesk software for streamlined IT support.

InvGate has customizable dashboards and cross-analysis for important metrics. It’s also possible to analyze tickets by creation source and customer groups.

Teams can integrate InvGate with 6,000+ apps via Zapier, such as Gmail, Microsoft Teams, and Outlook. Other InvGate integrations include Amazon Web Services and TeamViewer. The app is used by organizations like Toyota, PwC, and NASA.

Gorgias serves stores using Magento, Shopify, BigCommerce, and WooCommerce, and claims that you can automate up to 60% of your CX. For these reasons, Gorgias is the leading ecommerce helpdesk software.

Gorgias is an AI-powered customer experience platform for ecommerce businesse. It connects with over 100 business apps like Aircall, Shopify, Loop, ShipBob, etc. They offer three main product modules:

Helpdesk – all-in-one help system to support customers.

Automate – auto-respond, personalization, pre-built actions and virtual AI agent.

Convert – enrich shopping journey to convert into repeat customers.

Over 15,000 E-commerce brands use the service, including Steve Madden and Olipop.

HappyFox is the best software for a unified helpdesk experience, thanks to easy-to-access queue overviews, pinned tickets, ticket statuses, and the ability to draw conversations from email and social media.

HappyFox uses ticket threads to give a quick conversation and action overview. Moreover, the app has canned actions and lets users answer with canned responses for common queries.

The service also offers agent-based pricing and subscriptions for unlimited agents (the latter is better suited to bigger teams).

Help Scout has multitasking features, AI summaries, and urgency tags and folders, making it the best helpdesk solution for email management.

Help Scout has collision detection, meaning that agents won’t respond to the same messages. Analytics metrics like new conversations, messages received, and replies sent help teams analyze their performance.

Team members can view how many conversations they’ve had per day (as well as how many chats they’ve missed overall). Users get AI drafting and assistance tools, the latter of which can change text tones and correct spelling and grammar.

Over 12,000 teams within companies like Honey, Buffer, and Compass use the tool.

HelpCrunch is the best helpdesk software for multichannel communication because it integrates with the likes of Telegram and Slack, plus several other messaging apps. Moreover, it supports replying from anywhere and instant follow-ups within the mobile app.

Integrations via Zapier and Zoho are also available. Companies can get assistance from HelpCrunch’s team of professionals with product deployment and training.

With Gmail integration, shared email boxes, automatic task delegation, and email prioritization, Hiver is the best helpdesk software for Gmail-based customer service.

Teams can send customer satisfaction surveys to ensure that users remain happy. In addition to Gmail, Hiver integrates with over 6,000 apps via Zapier, including Salesforce, Slack, Google Calendar, and Asana.

Over 10,000 businesses use Hiver, including Kiwi.com, Upwork, and Epic Games.

Kustomer has voice provider integration and consolidates live chat, social media, SMS, voice, and email within a single system. This, combined with a workflow debugger, sentiment tracking, and multilingual support, make it the best helpdesk solution for omnichannel customer service.

The company claims that its KIQ AI customer service bot can improve business efficiency by 45%, and it has features AI responses and code-free configuration, along with intent detection. On top of that, Kustomer says that KIQ can enhance agent efficiency by 65%.

Teams can integrate Kustomer with Shopify, Magento, Amazon Connect, Aircall, and various other apps. It’s also possible to build apps.

Gladly is the best helpdesk software for AI-powered customer service; it has tools like AI-powered Q&As and pre-trained AI models.

Teams using Gladly can access conversation timelines. Moreover, the app has real-time channel insights such as completed, active, and outgoing statistics for email, chat, and voice.

Capacity overviews are also available to help teams allocate resources more effectively. Moreover, users can use quick filters to view agent activity and more.

Gladly integrates with dozens of apps, such as Magento, Big Commerce, Magento, and Qualtrics. Its offerings are much smaller than many other helpdesk solutions in this respect, but there are still some big names included.