Quick Overview
- 1#1: Zendesk - Cloud-based customer service platform for managing support tickets, automating workflows, and analyzing customer interactions.
- 2#2: Freshdesk - User-friendly help desk software that streamlines ticket management, collaboration, and multichannel customer support.
- 3#3: Jira Service Management - Powerful IT service desk tool for tracking incidents, service requests, and changes with agile workflows and integrations.
- 4#4: ServiceNow - Enterprise-grade IT service management platform for incident tracking, problem resolution, and service catalog automation.
- 5#5: Zoho Desk - Omnichannel help desk solution for efficient ticket routing, automation, and customer self-service portals.
- 6#6: Help Scout - Shared inbox-style support platform focused on personalized customer conversations and knowledge base integration.
- 7#7: LiveAgent - Multichannel customer support software combining ticketing, live chat, call handling, and real-time analytics.
- 8#8: HubSpot Service Hub - CRM-integrated service platform for ticket management, customer feedback, and knowledge base sharing.
- 9#9: Kayako - AI-enhanced customer service platform for unified ticketing, messaging, and self-service capabilities.
- 10#10: Spiceworks - Free cloud-based help desk tool tailored for IT teams to track, prioritize, and resolve support tickets.
We selected and ranked these tools by evaluating key factors including feature richness (automation, multichannel support, integrations), user-friendliness, reliability, and overall value, prioritizing solutions that excel in meeting the demands of today’s dynamic support environments.
Comparison Table
Navigating help desk tracking software can be overwhelming, but this comparison table streamlines the process, highlighting tools like Zendesk, Freshdesk, Jira Service Management, ServiceNow, and Zoho Desk. Readers will discover key features, usability, and scalability to identify the best fit for their team's unique needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Zendesk Cloud-based customer service platform for managing support tickets, automating workflows, and analyzing customer interactions. | enterprise | 9.4/10 | 9.8/10 | 9.2/10 | 8.7/10 |
| 2 | Freshdesk User-friendly help desk software that streamlines ticket management, collaboration, and multichannel customer support. | enterprise | 9.1/10 | 9.3/10 | 9.0/10 | 8.7/10 |
| 3 | Jira Service Management Powerful IT service desk tool for tracking incidents, service requests, and changes with agile workflows and integrations. | enterprise | 8.5/10 | 9.4/10 | 7.6/10 | 8.1/10 |
| 4 | ServiceNow Enterprise-grade IT service management platform for incident tracking, problem resolution, and service catalog automation. | enterprise | 8.5/10 | 9.5/10 | 6.8/10 | 7.8/10 |
| 5 | Zoho Desk Omnichannel help desk solution for efficient ticket routing, automation, and customer self-service portals. | enterprise | 8.4/10 | 8.7/10 | 8.0/10 | 9.1/10 |
| 6 | Help Scout Shared inbox-style support platform focused on personalized customer conversations and knowledge base integration. | enterprise | 8.4/10 | 8.1/10 | 9.2/10 | 7.9/10 |
| 7 | LiveAgent Multichannel customer support software combining ticketing, live chat, call handling, and real-time analytics. | enterprise | 8.3/10 | 8.7/10 | 8.2/10 | 7.9/10 |
| 8 | HubSpot Service Hub CRM-integrated service platform for ticket management, customer feedback, and knowledge base sharing. | enterprise | 8.6/10 | 9.1/10 | 8.7/10 | 8.0/10 |
| 9 | Kayako AI-enhanced customer service platform for unified ticketing, messaging, and self-service capabilities. | enterprise | 8.6/10 | 9.1/10 | 8.3/10 | 7.9/10 |
| 10 | Spiceworks Free cloud-based help desk tool tailored for IT teams to track, prioritize, and resolve support tickets. | other | 7.5/10 | 7.2/10 | 8.1/10 | 9.5/10 |
Cloud-based customer service platform for managing support tickets, automating workflows, and analyzing customer interactions.
User-friendly help desk software that streamlines ticket management, collaboration, and multichannel customer support.
Powerful IT service desk tool for tracking incidents, service requests, and changes with agile workflows and integrations.
Enterprise-grade IT service management platform for incident tracking, problem resolution, and service catalog automation.
Omnichannel help desk solution for efficient ticket routing, automation, and customer self-service portals.
Shared inbox-style support platform focused on personalized customer conversations and knowledge base integration.
Multichannel customer support software combining ticketing, live chat, call handling, and real-time analytics.
CRM-integrated service platform for ticket management, customer feedback, and knowledge base sharing.
AI-enhanced customer service platform for unified ticketing, messaging, and self-service capabilities.
Free cloud-based help desk tool tailored for IT teams to track, prioritize, and resolve support tickets.
Zendesk
enterpriseCloud-based customer service platform for managing support tickets, automating workflows, and analyzing customer interactions.
AI-powered Copilot and Sunshine platform for hyper-personalized, contextual agent assistance and open ecosystem integrations
Zendesk is a leading customer service platform renowned for its robust help desk tracking capabilities, centralizing tickets from multiple channels like email, chat, phone, social media, and web forms into a unified workspace. It offers powerful automation, AI-driven insights, SLAs, and customizable workflows to streamline support operations and improve agent productivity. With extensive reporting and analytics, Zendesk enables teams to track performance metrics, customer satisfaction, and resolution times effectively, making it ideal for scaling support as businesses grow.
Pros
- Omnichannel ticketing unifies all customer interactions in one platform
- Advanced AI and automation reduce manual work and speed up resolutions
- Comprehensive analytics and reporting for deep insights into support performance
Cons
- Pricing can be steep for small teams or startups
- Advanced customizations may require developer expertise
- Initial setup and integrations can take time for complex environments
Best For
Mid-sized to enterprise businesses seeking scalable, omnichannel help desk solutions with AI enhancements.
Pricing
Starts at $55 per agent/month for Suite Team (billed annually), scaling to $115+ for Professional and custom Enterprise plans.
Freshdesk
enterpriseUser-friendly help desk software that streamlines ticket management, collaboration, and multichannel customer support.
Freddy AI for intelligent ticket routing, auto-responses, and predictive insights
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 offers automation rules, AI-powered bots like Freddy for self-service, and collaboration tools to help teams resolve issues efficiently. The platform provides customizable workflows, detailed reporting, and a self-service portal to reduce ticket volume and improve customer satisfaction.
Pros
- Omnichannel ticketing unifies support from email, chat, social, and phone
- Powerful automation and Freddy AI reduce manual work and response times
- Extensive integrations with 1000+ apps like Slack, Salesforce, and Zendesk alternatives
Cons
- Advanced reporting and custom fields limited to higher-tier plans
- Free plan lacks key features like automation and multi-channel support
- Occasional performance lags with very high ticket volumes
Best For
Mid-sized businesses and growing teams seeking scalable, omnichannel help desk software with strong automation.
Pricing
Free plan available; paid plans start at $15/agent/month (Sprout) up to $79/agent/month (Enterprise), billed annually.
Jira Service Management
enterprisePowerful IT service desk tool for tracking incidents, service requests, and changes with agile workflows and integrations.
Built-in asset and configuration management (CMDB) with automated impact analysis
Jira Service Management (JSM) is Atlassian's comprehensive IT service management (ITSM) and help desk solution built on the Jira platform, designed to handle service requests, incidents, changes, and problems with customizable workflows and automation. It provides tools for ticket tracking, SLA monitoring, self-service portals, and asset management, making it suitable for IT teams and customer support operations. JSM excels in integrating with the Atlassian ecosystem and third-party tools, enabling end-to-end visibility from request to resolution.
Pros
- Highly customizable workflows and automation rules
- Powerful reporting, SLAs, and queue management
- Seamless integrations with Atlassian tools and 1,000+ Marketplace apps
Cons
- Steep learning curve due to Jira's complexity
- Pricing can become expensive for small teams or high agent counts
- Interface may feel overwhelming for non-technical users
Best For
Mid-to-large enterprises with technical IT/support teams needing advanced customization, ITSM processes, and deep integrations.
Pricing
Free for up to 3 agents; Standard at $8.15/user/month (annual); Premium at $16.10/user/month (annual billing, Cloud plans).
ServiceNow
enterpriseEnterprise-grade IT service management platform for incident tracking, problem resolution, and service catalog automation.
Now Assist AI for predictive intelligence, auto-summarizing tickets, and generating resolution recommendations
ServiceNow is a comprehensive cloud-based IT service management (ITSM) platform that excels in help desk tracking through its Incident Management and Service Operations Workspace modules. It enables efficient ticket creation, assignment, prioritization, and resolution with automated workflows, AI-driven insights, and a self-service portal for end-users. The platform integrates help desk functions with broader IT operations like asset management, change control, and reporting for enterprise-scale visibility.
Pros
- Powerful automation and no-code Flow Designer for custom workflows
- AI features like Now Assist for intelligent routing and resolution suggestions
- Deep integrations with enterprise tools and robust CMDB for contextual support
Cons
- Steep learning curve and complex initial setup
- High cost prohibitive for small to mid-sized teams
- Overkill for basic help desk needs without full ITSM utilization
Best For
Large enterprises with complex IT environments requiring scalable, integrated ITSM and help desk tracking.
Pricing
Quote-based subscription; ITSM modules start at ~$100/user/month but often exceed $10,000/month for enterprise deployments with add-ons.
Zoho Desk
enterpriseOmnichannel help desk solution for efficient ticket routing, automation, and customer self-service portals.
Zia AI assistant for predictive ticketing, sentiment analysis, and automated responses
Zoho Desk is a comprehensive omnichannel help desk software designed to manage customer support tickets from email, chat, phone, social media, and web portals in a unified interface. It provides automation tools, SLA management, custom workflows, and AI-driven insights via Zia to enhance agent productivity and customer satisfaction. Integrated deeply with the Zoho ecosystem and over 300 third-party apps, it scales well for businesses handling high-volume support.
Pros
- Affordable pricing with a free plan for up to 3 agents
- Robust omnichannel ticketing and automation capabilities
- Strong integrations and customizable reporting
Cons
- Interface can feel cluttered for new users
- Advanced AI and customization locked behind higher tiers
- Mobile app lacks some desktop features
Best For
Small to mid-sized businesses seeking scalable, cost-effective help desk software with seamless Zoho ecosystem integration.
Pricing
Free for 3 agents; Standard at $14/agent/mo, Professional $23, Enterprise $40 (billed annually).
Help Scout
enterpriseShared inbox-style support platform focused on personalized customer conversations and knowledge base integration.
Conversations view that unifies multi-channel support into threaded, email-style inboxes for natural team workflows.
Help Scout is a customer support platform that transforms email, chat, and self-service into a unified shared inbox for efficient team collaboration. It offers tools like automated workflows, a knowledge base (Docs), reporting dashboards, and integrations with tools like Slack and Salesforce. Designed for businesses prioritizing conversational, human-centered support over rigid ticketing systems.
Pros
- Intuitive, email-like interface for quick adoption
- Powerful collaboration with @mentions and assignments
- Robust self-service knowledge base with Docs
Cons
- Limited advanced SLA management and custom fields
- Reporting lacks depth compared to enterprise tools
- Higher cost for smaller teams without annual commitment
Best For
Small to mid-sized teams focused on email and chat support who value simplicity and customer relationships over complex ticketing.
Pricing
Standard ($20/user/mo), Plus ($40/user/mo), Pro ($65/user/mo); billed annually with a 15-day free trial.
LiveAgent
enterpriseMultichannel customer support software combining ticketing, live chat, call handling, and real-time analytics.
Universal Inbox that consolidates all communication channels into one powerful ticketing system
LiveAgent is an omnichannel customer support platform that combines help desk ticketing, live chat, call center capabilities, and social media monitoring into a single interface. It enables teams to manage tickets from email, chat, phone, Facebook, Twitter, and more through a unified inbox, with automation rules, SLAs, and detailed reporting. The software also includes a knowledge base for self-service and extensive integrations with CRM and e-commerce tools.
Pros
- Omnichannel unified inbox for seamless multi-channel ticket management
- Robust automation, SLAs, and custom workflows
- Strong reporting and analytics with real-time dashboards
Cons
- Higher-tier plans required for full features like calls and advanced reporting
- Interface can feel cluttered for new users
- Pricing scales up quickly for larger teams
Best For
Small to medium-sized businesses seeking an all-in-one solution for multichannel help desk tracking without needing separate tools.
Pricing
Free plan available; paid plans start at $15/agent/month (Ticket), $29 (Ticket+Chat), $49 (All-inclusive), billed monthly with annual discounts.
HubSpot Service Hub
enterpriseCRM-integrated service platform for ticket management, customer feedback, and knowledge base sharing.
CRM-integrated customer timelines that show full interaction history on every ticket
HubSpot Service Hub is a comprehensive customer service platform designed to streamline help desk operations through ticketing, shared inboxes, and automation. It enables teams to track, assign, and resolve customer tickets with SLAs, reporting, and a robust knowledge base. Deeply integrated with HubSpot's CRM, it provides a 360-degree view of customer interactions, making it ideal for unified service and sales workflows.
Pros
- Seamless integration with HubSpot CRM for complete customer context
- Powerful automation, SLAs, and reporting tools
- Free starter plan with core ticketing features
Cons
- Higher-tier plans become expensive for scaling teams
- Can feel overkill for basic help desk needs only
- Advanced customizations limited in lower plans
Best For
Mid-sized businesses using HubSpot's ecosystem that need scalable ticketing with CRM insights.
Pricing
Free starter tools; Service plans start at $20/user/month (billed annually), up to $150/user/month for Enterprise.
Kayako
enterpriseAI-enhanced customer service platform for unified ticketing, messaging, and self-service capabilities.
Unified Workspace with contextual conversation views and agent collision detection
Kayako is a comprehensive customer service platform designed for help desk tracking, offering a unified workspace to manage tickets from email, live chat, social media, phone, and web forms. It includes powerful automation rules, SLA management, reporting dashboards, and a self-service knowledge base to streamline support operations. The platform emphasizes agent productivity with features like conversation threading, AI-powered search, and collision detection to prevent duplicate work.
Pros
- Unified omnichannel inbox for seamless ticket management
- Advanced automation and SLA enforcement
- Strong reporting and analytics for performance insights
Cons
- Pricing can be steep for small teams
- Initial setup and customization require time
- Fewer native integrations than top competitors like Zendesk
Best For
Mid-sized businesses and support teams needing robust omnichannel help desk tracking with automation.
Pricing
Starts at $59/month (Grow plan for up to 3 agents), $89/month (Scale for up to 5 agents), and custom Enterprise pricing; billed annually.
Spiceworks
otherFree cloud-based help desk tool tailored for IT teams to track, prioritize, and resolve support tickets.
Fully free ticketing with no limits on users, tickets, or basic IT management integrations
Spiceworks is a free, community-driven IT management platform that includes a help desk ticketing system for tracking, assigning, and resolving support requests. It combines ticketing with network inventory, monitoring, and reporting tools tailored for IT teams. While powerful for basic needs, it lacks the polish and advanced automation of premium competitors.
Pros
- Completely free with unlimited users and tickets
- Quick setup and intuitive for small teams
- Integrated asset inventory and network monitoring
Cons
- Dated interface feels clunky
- Limited advanced reporting and automation
- Scalability issues for large enterprises
Best For
Small to medium-sized businesses and IT departments needing a cost-free ticketing solution without complex requirements.
Pricing
Free forever for core help desk features; optional paid add-ons for advanced support and cloud hosting.
Conclusion
After reviewing 10 top help desk tools, Zendesk emerges as the clear leader, showcasing exceptional cloud-based versatility and workflow automation. Freshdesk follows closely, offering user-friendly design and seamless multichannel support, while Jira Service Management stands out with robust IT-focused capabilities and agile integrations, ensuring diverse needs find a strong fit.
Begin optimizing your support processes today by trying Zendesk—its intuitive interface and powerful features can transform how you manage tickets and engage with customers.
Tools Reviewed
All tools were independently evaluated for this comparison