Quick Overview
- 1#1: Zendesk - Comprehensive cloud-based customer service platform for managing support tickets, live chat, and self-service across multiple channels.
- 2#2: Freshdesk - User-friendly cloud help desk software that streamlines ticketing, automation, and multi-channel customer support.
- 3#3: Jira Service Management - Powerful IT service management tool for handling help desk tickets, asset management, and incident response with deep integrations.
- 4#4: ServiceNow - Enterprise-grade IT service management platform for automating workflows, ticketing, and help desk operations at scale.
- 5#5: Zoho Desk - Affordable cloud help desk solution offering omnichannel support, AI-powered automation, and CRM integration.
- 6#6: Salesforce Service Cloud - Robust CRM-integrated service platform for personalized customer support, case management, and analytics.
- 7#7: HubSpot Service Hub - Free-to-enterprise customer service hub for ticketing, knowledge base, and feedback management within a CRM ecosystem.
- 8#8: Intercom - Conversational support platform combining chat, messaging, and help desk ticketing for proactive customer engagement.
- 9#9: Help Scout - Shared inbox-style help desk software focused on email support, conversations, and customer happiness metrics.
- 10#10: LiveAgent - All-in-one live chat, ticketing, and call center software for real-time multichannel customer support.
We evaluated tools based on key metrics: comprehensive feature sets, intuitive design, performance reliability, and overall value, ensuring each entry in this list represents a top choice for effective support management.
Comparison Table
This comparison table highlights top help desk cloud software options like Zendesk, Freshdesk, Jira Service Management, ServiceNow, and Zoho Desk, aiding in identifying the right tool for support workflows. It explores key features, pricing models, and suitability for different team sizes, helping readers make informed decisions.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Zendesk Comprehensive cloud-based customer service platform for managing support tickets, live chat, and self-service across multiple channels. | enterprise | 9.7/10 | 9.8/10 | 9.2/10 | 8.9/10 |
| 2 | Freshdesk User-friendly cloud help desk software that streamlines ticketing, automation, and multi-channel customer support. | enterprise | 9.2/10 | 9.1/10 | 9.5/10 | 8.9/10 |
| 3 | Jira Service Management Powerful IT service management tool for handling help desk tickets, asset management, and incident response with deep integrations. | enterprise | 8.6/10 | 9.4/10 | 7.8/10 | 8.2/10 |
| 4 | ServiceNow Enterprise-grade IT service management platform for automating workflows, ticketing, and help desk operations at scale. | enterprise | 8.7/10 | 9.5/10 | 6.8/10 | 7.9/10 |
| 5 | Zoho Desk Affordable cloud help desk solution offering omnichannel support, AI-powered automation, and CRM integration. | specialized | 8.7/10 | 9.0/10 | 8.5/10 | 9.2/10 |
| 6 | Salesforce Service Cloud Robust CRM-integrated service platform for personalized customer support, case management, and analytics. | enterprise | 8.2/10 | 9.4/10 | 6.8/10 | 7.1/10 |
| 7 | HubSpot Service Hub Free-to-enterprise customer service hub for ticketing, knowledge base, and feedback management within a CRM ecosystem. | enterprise | 8.7/10 | 9.2/10 | 8.5/10 | 8.0/10 |
| 8 | Intercom Conversational support platform combining chat, messaging, and help desk ticketing for proactive customer engagement. | specialized | 8.3/10 | 8.7/10 | 8.5/10 | 7.5/10 |
| 9 | Help Scout Shared inbox-style help desk software focused on email support, conversations, and customer happiness metrics. | specialized | 8.7/10 | 8.5/10 | 9.5/10 | 8.2/10 |
| 10 | LiveAgent All-in-one live chat, ticketing, and call center software for real-time multichannel customer support. | specialized | 8.4/10 | 8.7/10 | 8.0/10 | 8.5/10 |
Comprehensive cloud-based customer service platform for managing support tickets, live chat, and self-service across multiple channels.
User-friendly cloud help desk software that streamlines ticketing, automation, and multi-channel customer support.
Powerful IT service management tool for handling help desk tickets, asset management, and incident response with deep integrations.
Enterprise-grade IT service management platform for automating workflows, ticketing, and help desk operations at scale.
Affordable cloud help desk solution offering omnichannel support, AI-powered automation, and CRM integration.
Robust CRM-integrated service platform for personalized customer support, case management, and analytics.
Free-to-enterprise customer service hub for ticketing, knowledge base, and feedback management within a CRM ecosystem.
Conversational support platform combining chat, messaging, and help desk ticketing for proactive customer engagement.
Shared inbox-style help desk software focused on email support, conversations, and customer happiness metrics.
All-in-one live chat, ticketing, and call center software for real-time multichannel customer support.
Zendesk
enterpriseComprehensive cloud-based customer service platform for managing support tickets, live chat, and self-service across multiple channels.
Sunshine platform enabling custom AI agents and open ecosystem for tailored workflows
Zendesk is a leading cloud-based help desk software that provides a comprehensive platform for managing customer support tickets across multiple channels including email, chat, voice, and social media. It features powerful automation, AI-driven bots like Answer Bot, self-service knowledge bases, and advanced analytics to streamline support operations. Designed for scalability, it supports businesses of all sizes in delivering efficient, personalized customer service.
Pros
- Extensive omnichannel support for email, chat, social, and more
- Advanced AI automation and bots for self-service
- Vast marketplace with 1,000+ integrations
Cons
- Pricing can be steep for small teams
- Steep learning curve for advanced customizations
- Reporting tools require paid add-ons for full depth
Best For
Medium to large enterprises needing scalable, omnichannel help desk capabilities with AI enhancements.
Pricing
Suite plans start at $55/agent/month (Team), $89 (Growth), $115 (Professional), with Enterprise custom pricing; free trial available.
Freshdesk
enterpriseUser-friendly cloud help desk software that streamlines ticketing, automation, and multi-channel customer support.
Freddy AI, which provides intelligent ticket routing, auto-responses, and sentiment analysis to boost support efficiency.
Freshdesk is a cloud-based help desk software designed to manage customer support tickets across multiple channels including email, chat, phone, and social media. It features robust automation, AI-powered insights via Freddy AI, self-service portals, and extensive integrations to streamline workflows and improve agent efficiency. Ideal for scaling support operations, it offers customizable reports and collaboration tools to enhance team performance.
Pros
- Intuitive interface with quick setup and minimal training required
- Powerful omnichannel support and Freddy AI for automation and predictions
- Extensive app marketplace with over 1,000 integrations
Cons
- Advanced reporting and customizations limited to higher-tier plans
- Free plan lacks key features like automation and collision detection
- Some users report occasional performance lags during peak usage
Best For
Mid-sized businesses and growing teams seeking scalable, AI-enhanced help desk software with strong omnichannel capabilities.
Pricing
Free plan available; paid plans start at $15/agent/month (Sprout) up to $109/agent/month (Forest), billed annually.
Jira Service Management
enterprisePowerful IT service management tool for handling help desk tickets, asset management, and incident response with deep integrations.
Built-in Atlassian Intelligence AI for virtual agents and smart automations
Jira Service Management is Atlassian's cloud-based service desk platform designed for IT teams and customer support to handle requests, incidents, and changes efficiently. It provides ticketing, SLA tracking, automation, asset management, and a knowledge base, with deep integration into the Atlassian ecosystem like Jira Software and Confluence. The tool supports ITIL processes and scales from small teams to enterprises, emphasizing customizable workflows and self-service portals.
Pros
- Highly customizable workflows and automation rules
- Seamless integrations with Atlassian tools and third-party apps
- Robust asset management and CMDB capabilities
Cons
- Steep learning curve due to complex interface
- Pricing scales quickly for larger teams
- Overkill for basic help desk needs without advanced ITSM
Best For
Mid-to-large enterprises needing scalable ITSM with devops integration.
Pricing
Free for up to 3 agents; Standard ($22.05/agent/mo annually); Premium ($44.10/agent/mo annually).
ServiceNow
enterpriseEnterprise-grade IT service management platform for automating workflows, ticketing, and help desk operations at scale.
Now Platform's AI-powered Orchestration for end-to-end workflow automation across IT service desk and operations
ServiceNow is a leading cloud-based IT Service Management (ITSM) platform that excels in help desk functionalities, including incident management, service request fulfillment, and knowledge base access. It leverages AI-driven automation, predictive intelligence, and a vast integration ecosystem to handle complex enterprise workflows beyond basic ticketing. The platform supports self-service portals, asset management, and change management, making it a comprehensive solution for IT operations.
Pros
- Extremely customizable workflows and low-code platform for tailored solutions
- Advanced AI features like Virtual Agent and Predictive Intelligence for proactive support
- Seamless integrations with thousands of enterprise tools and robust reporting
Cons
- Steep learning curve and complex initial setup requiring skilled admins
- High cost prohibitive for small to mid-sized businesses
- Overkill for simple help desk needs with excessive enterprise features
Best For
Large enterprises with complex IT environments needing scalable ITSM beyond basic ticketing.
Pricing
Custom enterprise licensing starting at ~$100/user/month for ITSM Professional; volume-based subscriptions quoted by sales.
Zoho Desk
specializedAffordable cloud help desk solution offering omnichannel support, AI-powered automation, and CRM integration.
Zia AI assistant for intelligent ticket routing, sentiment analysis, and predictive customer service insights
Zoho Desk is a comprehensive cloud-based help desk software designed to streamline customer support operations across multiple channels like email, chat, phone, social media, and web portals. It features robust automation tools, AI-driven insights through Zia, customizable workflows, and extensive reporting capabilities. As part of the Zoho ecosystem, it excels in seamless integrations, making it scalable for growing teams while offering self-service options for customers.
Pros
- Affordable and flexible pricing with a free tier
- Omnichannel support and deep Zoho ecosystem integrations
- Powerful AI (Zia) for automation and insights
Cons
- Steep learning curve for advanced customizations
- Reporting lacks some advanced analytics depth
- Mobile app functionality is somewhat limited
Best For
Small to medium-sized businesses seeking cost-effective, scalable help desk software with strong CRM and app suite integrations.
Pricing
Free for up to 3 agents; Standard $14/agent/month, Professional $23/agent/month, Enterprise $40/agent/month (billed annually).
Salesforce Service Cloud
enterpriseRobust CRM-integrated service platform for personalized customer support, case management, and analytics.
Einstein AI for intelligent case routing, predictions, and bots
Salesforce Service Cloud is a comprehensive customer service platform designed for managing help desk operations, case tracking, and omnichannel support including email, chat, phone, and social media. It leverages the Salesforce CRM ecosystem for seamless integration, AI-driven insights via Einstein, and self-service portals with knowledge bases. While powerful for enterprise-scale deployments, it excels in automating workflows and providing analytics to improve resolution times.
Pros
- Extensive omnichannel support and AI-powered automation with Einstein
- Deep integrations within Salesforce ecosystem and third-party apps
- Robust reporting, analytics, and customizable workflows for complex needs
Cons
- Steep learning curve and complex setup requiring customization
- High cost, especially for smaller teams or basic help desk use
- Overkill for simple ticketing with potential performance issues in large volumes
Best For
Large enterprises with complex customer service needs that require deep CRM integration and scalability.
Pricing
Starts at $65/user/month (Essentials, billed annually) up to $300+/user/month (Unlimited), plus implementation fees.
HubSpot Service Hub
enterpriseFree-to-enterprise customer service hub for ticketing, knowledge base, and feedback management within a CRM ecosystem.
Deep native integration with HubSpot CRM for effortless access to full customer interaction history during support tickets
HubSpot Service Hub is a cloud-based customer service platform designed to streamline help desk operations through ticketing, shared inboxes, knowledge bases, and automated workflows. It excels in providing a unified customer view by integrating deeply with HubSpot's CRM, Marketing Hub, and Sales Hub, enabling personalized support across channels like email, chat, and calls. The tool supports SLAs, reporting, and self-service portals, making it ideal for scaling service teams while capturing insights for business growth.
Pros
- Seamless integration with HubSpot CRM for 360-degree customer views
- Robust automation, AI-powered insights, and omnichannel support
- Free starter plan with core ticketing features
Cons
- Higher tiers become expensive (Professional starts at $90/seat/month)
- Overkill for teams not using other HubSpot products
- Customization limited compared to dedicated help desk tools like Zendesk
Best For
Mid-sized businesses and enterprises already in the HubSpot ecosystem seeking scalable, CRM-integrated help desk solutions.
Pricing
Free plan for basic ticketing; Starter at $20/month (2 seats, additional $20/seat); Professional $90/seat/month (min 3 seats); Enterprise $150/seat/month (annual billing).
Intercom
specializedConversational support platform combining chat, messaging, and help desk ticketing for proactive customer engagement.
Proactive messaging engine that engages users in real-time based on on-site behavior and data signals
Intercom is a customer messaging platform that excels in live chat, AI-powered chatbots, and automated support workflows, functioning as a modern help desk solution for handling customer inquiries across web, mobile, and email. It provides a shared inbox for team collaboration, ticketing capabilities, and deep customer data integration to personalize interactions and resolve issues proactively. While versatile for engagement, it prioritizes conversational support over heavy-duty enterprise ticketing.
Pros
- Powerful AI chatbots and automation for self-service resolution
- Advanced customer segmentation and behavioral targeting
- Unified inbox with seamless multi-channel support
Cons
- Premium pricing that scales quickly with usage
- Less robust for complex SLAs and traditional ticketing compared to pure help desks
- Steep learning curve for advanced customization
Best For
Growing SaaS and e-commerce businesses seeking proactive, conversational customer support at scale.
Pricing
Starts at $74/month (billed annually) for Essential plan; higher tiers like Advanced ($139/month) and Expert (custom) based on active contacts and features.
Help Scout
specializedShared inbox-style help desk software focused on email support, conversations, and customer happiness metrics.
Conversations inbox that mimics email threads for a more natural support experience
Help Scout is a cloud-based customer support platform that transforms email inboxes into shared, collaborative spaces for teams to handle inquiries efficiently. It includes features like automated workflows, a self-service knowledge base (Docs), live chat via Beacon, and AI-powered search to enhance response times and customer satisfaction. Designed with a focus on simplicity, it prioritizes a natural, email-like experience over complex ticketing systems.
Pros
- Intuitive email-style shared inbox for seamless team collaboration
- Powerful automation and AI search for efficient workflows
- Excellent self-service tools like Docs and Beacon for reducing ticket volume
Cons
- Limited advanced reporting and analytics compared to enterprise tools
- Pricing scales quickly for larger teams
- Fewer native integrations than competitors like Zendesk
Best For
Small to mid-sized teams seeking an user-friendly, customer-centric help desk without steep learning curves.
Pricing
Standard ($20/user/mo), Plus ($49/user/mo), Pro ($69/user/mo) billed annually; 15-day free trial, no free plan.
LiveAgent
specializedAll-in-one live chat, ticketing, and call center software for real-time multichannel customer support.
Universal Inbox that aggregates all customer messages from email, chat, social media, and calls into one view
LiveAgent is an all-in-one customer support platform that integrates help desk ticketing, live chat, call center functionality, and social media monitoring into a unified interface. It enables agents to manage customer interactions from email, chat, Facebook, Twitter, WhatsApp, and more through a universal inbox. The software also offers automation rules, reporting dashboards, and a built-in knowledge base to enhance support efficiency.
Pros
- Multi-channel universal inbox for streamlined communication
- Robust automation and rule-based ticketing
- Affordable pricing with scalable plans
Cons
- User interface feels dated in places
- Limited native AI-powered features compared to competitors
- Initial setup and integrations can be complex
Best For
Small to medium-sized businesses needing an integrated help desk with live chat and multi-channel support on a budget.
Pricing
Plans start at $9 per agent/month (billed annually) for basic ticketing, up to $49 for enterprise features including calls and advanced reporting; 14-day free trial available.
Conclusion
The best help desk cloud software varies by needs, but the top three—Zendesk, Freshdesk, and Jira Service Management—rise above with exceptional strengths. Zendesk leads as the most comprehensive choice, offering multi-channel support and tools for every team, while Freshdesk excels with user-friendly design and automation, and Jira Service Management impresses with IT-focused integrations. Together, these options prove there’s a solution for nearly any support setup.
Take the first step toward smoother support: Zendesk’s robust platform is a smart choice to streamline your team’s workflows and elevate customer interactions.
Tools Reviewed
All tools were independently evaluated for this comparison