Quick Overview
- 1#1: Freshdesk - Omnichannel customer support platform offering ticketing, automation, AI bots, and self-service portals optimized for small businesses.
- 2#2: Zoho Desk - Affordable, feature-rich help desk software with multi-channel ticketing, AI-powered responses, and seamless Zoho app integrations for SMBs.
- 3#3: Zendesk - Scalable AI-driven customer service platform providing ticketing, live chat, analytics, and automation suitable for growing small businesses.
- 4#4: Help Scout - User-friendly shared inbox and help desk tool focused on personalized email support, knowledge base, and reporting for small teams.
- 5#5: LiveAgent - All-in-one help desk solution combining live chat, ticketing, call center, and social media integration for efficient SMB support.
- 6#6: HubSpot Service Hub - Free-to-start customer service software with ticketing, knowledge base, and CRM integration designed for small business growth.
- 7#7: HappyFox - Simple, cost-effective ticketing system with asset management, custom workflows, and multi-language support for small businesses.
- 8#8: Spiceworks Cloud Help Desk - Free cloud-based help desk for IT and customer support with ticketing, asset tracking, and community insights for small teams.
- 9#9: BoldDesk - AI-powered omnichannel help desk software featuring automation, collision detection, and SLA management for SMB efficiency.
- 10#10: ProProfs Help Desk - Multi-channel help desk tool with ticketing, live chat, knowledge base, and reporting capabilities tailored for small business support.
Tools were selected based on functionality, user-friendliness, reliability, and value, ensuring they align with the diverse needs of small businesses and deliver measurable efficiency.
Comparison Table
For small businesses seeking efficient customer support, selecting the right help desk software is key; tools like Freshdesk, Zoho Desk, Zendesk, Help Scout, and LiveAgent offer diverse solutions to meet varying needs. This comparison table outlines features, pricing, and usability to help readers determine which platform best fits their team’s size, budget, and support goals.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Freshdesk Omnichannel customer support platform offering ticketing, automation, AI bots, and self-service portals optimized for small businesses. | specialized | 9.6/10 | 9.4/10 | 9.8/10 | 9.7/10 |
| 2 | Zoho Desk Affordable, feature-rich help desk software with multi-channel ticketing, AI-powered responses, and seamless Zoho app integrations for SMBs. | specialized | 9.2/10 | 9.3/10 | 8.9/10 | 9.6/10 |
| 3 | Zendesk Scalable AI-driven customer service platform providing ticketing, live chat, analytics, and automation suitable for growing small businesses. | enterprise | 8.8/10 | 9.4/10 | 8.5/10 | 7.9/10 |
| 4 | Help Scout User-friendly shared inbox and help desk tool focused on personalized email support, knowledge base, and reporting for small teams. | specialized | 8.7/10 | 8.5/10 | 9.4/10 | 8.2/10 |
| 5 | LiveAgent All-in-one help desk solution combining live chat, ticketing, call center, and social media integration for efficient SMB support. | specialized | 8.4/10 | 8.5/10 | 8.8/10 | 8.0/10 |
| 6 | HubSpot Service Hub Free-to-start customer service software with ticketing, knowledge base, and CRM integration designed for small business growth. | specialized | 8.3/10 | 8.7/10 | 9.1/10 | 7.4/10 |
| 7 | HappyFox Simple, cost-effective ticketing system with asset management, custom workflows, and multi-language support for small businesses. | specialized | 8.5/10 | 8.4/10 | 9.1/10 | 8.7/10 |
| 8 | Spiceworks Cloud Help Desk Free cloud-based help desk for IT and customer support with ticketing, asset tracking, and community insights for small teams. | other | 8.1/10 | 7.6/10 | 8.4/10 | 9.7/10 |
| 9 | BoldDesk AI-powered omnichannel help desk software featuring automation, collision detection, and SLA management for SMB efficiency. | specialized | 8.7/10 | 8.5/10 | 9.2/10 | 9.4/10 |
| 10 | ProProfs Help Desk Multi-channel help desk tool with ticketing, live chat, knowledge base, and reporting capabilities tailored for small business support. | specialized | 7.6/10 | 7.4/10 | 8.5/10 | 8.2/10 |
Omnichannel customer support platform offering ticketing, automation, AI bots, and self-service portals optimized for small businesses.
Affordable, feature-rich help desk software with multi-channel ticketing, AI-powered responses, and seamless Zoho app integrations for SMBs.
Scalable AI-driven customer service platform providing ticketing, live chat, analytics, and automation suitable for growing small businesses.
User-friendly shared inbox and help desk tool focused on personalized email support, knowledge base, and reporting for small teams.
All-in-one help desk solution combining live chat, ticketing, call center, and social media integration for efficient SMB support.
Free-to-start customer service software with ticketing, knowledge base, and CRM integration designed for small business growth.
Simple, cost-effective ticketing system with asset management, custom workflows, and multi-language support for small businesses.
Free cloud-based help desk for IT and customer support with ticketing, asset tracking, and community insights for small teams.
AI-powered omnichannel help desk software featuring automation, collision detection, and SLA management for SMB efficiency.
Multi-channel help desk tool with ticketing, live chat, knowledge base, and reporting capabilities tailored for small business support.
Freshdesk
specializedOmnichannel customer support platform offering ticketing, automation, AI bots, and self-service portals optimized for small businesses.
Freddy AI for predictive ticketing, sentiment analysis, and automated resolutions
Freshdesk is a cloud-based help desk software that centralizes customer support through ticketing, automation, and omnichannel capabilities including email, chat, phone, and social media. It empowers small businesses with self-service portals, knowledge bases, and collaboration tools to resolve issues efficiently. With AI-driven features like Freddy AI and extensive integrations, it scales seamlessly as businesses grow.
Pros
- Intuitive interface with quick setup and minimal training needed
- Robust omnichannel support and automation for efficient workflows
- Generous free plan and scalable pricing ideal for small teams
Cons
- Advanced reporting and customizations require higher-tier plans
- Limited agent collaboration features in the free version
- Occasional glitches with high-volume ticket surges
Best For
Small businesses needing an easy-to-deploy, cost-effective help desk that grows with them without complexity.
Pricing
Free for up to 10 agents; paid plans from $15/agent/mo (Sprout, billed annually) to $79/agent/mo (Enterprise).
Zoho Desk
specializedAffordable, feature-rich help desk software with multi-channel ticketing, AI-powered responses, and seamless Zoho app integrations for SMBs.
Zia AI, which automates ticket routing, provides sentiment analysis, and delivers predictive insights to enhance support efficiency.
Zoho Desk is a cloud-based help desk software tailored for small businesses, enabling efficient customer support through omnichannel ticketing from email, chat, social media, phone, and web portals. It features powerful automation, AI-driven insights via Zia, self-service options, and robust reporting to streamline workflows and improve agent productivity. As part of the Zoho ecosystem, it offers seamless integrations with CRM, analytics, and other tools, making it scalable for growing teams.
Pros
- Affordable pricing with a free plan for up to 3 agents
- Extensive automation and AI capabilities via Zia for efficiency
- Seamless integrations with Zoho suite and 500+ third-party apps
Cons
- Advanced customizations require technical knowledge
- Reporting dashboards lack some depth for complex analytics
- Mobile app functionality is functional but not as polished as desktop
Best For
Small businesses seeking cost-effective, scalable help desk software with multi-channel support and easy integrations.
Pricing
Free for 3 agents; Standard at $14/user/month, Professional at $23/user/month, Enterprise at $40/user/month (billed annually).
Zendesk
enterpriseScalable AI-driven customer service platform providing ticketing, live chat, analytics, and automation suitable for growing small businesses.
Zendesk AI Copilot, which provides real-time agent assistance with suggested responses and ticket summaries
Zendesk is a robust customer service platform designed for help desks, offering ticketing systems, live chat, email management, and social media integration to streamline support operations. It includes AI-driven automation, self-service knowledge bases, and analytics to help small businesses handle inquiries efficiently. With extensive app marketplace integrations, it scales well as businesses grow, making it a versatile choice for customer support teams.
Pros
- Comprehensive omnichannel support unifying tickets from email, chat, and social
- Powerful AI tools like Answer Bot and Copilot for automation and agent efficiency
- Vast integrations marketplace with over 1,000 apps for customization
Cons
- Pricing scales quickly and can be expensive for very small teams
- Steep learning curve for advanced features and custom workflows
- Overkill for businesses needing only basic ticketing without extras
Best For
Small businesses with growing support needs that require scalable, feature-rich omnichannel help desk capabilities.
Pricing
Starts at $55/agent/month (Suite Team, billed annually); higher plans like Growth ($89) and Professional ($115) unlock advanced AI and reporting.
Help Scout
specializedUser-friendly shared inbox and help desk tool focused on personalized email support, knowledge base, and reporting for small teams.
Shared Inbox that unifies emails, chats, and forms into collaborative, email-like conversations
Help Scout is a customer support platform tailored for small businesses, providing a shared inbox for managing emails, live chat, and a self-service knowledge base called Docs. It focuses on delivering personalized, conversational support through collaborative tools, automation workflows, and performance reporting. The software excels in streamlining team communication without the complexity of enterprise-level systems.
Pros
- Intuitive shared inbox for seamless team collaboration
- Beautiful and easy-to-build knowledge base (Docs)
- Strong automation and saved replies for efficiency
- Excellent mobile app for on-the-go support
Cons
- No free plan or low-tier option for very small teams
- Limited advanced multichannel capabilities compared to Zendesk
- Reporting lacks depth for data-heavy users
Best For
Small businesses and startups prioritizing user-friendly email-based support with a modern knowledge base.
Pricing
Starts at $20/user/month (Standard plan, billed annually) up to $65/user/month (Pro plan); 15-day free trial available.
LiveAgent
specializedAll-in-one help desk solution combining live chat, ticketing, call center, and social media integration for efficient SMB support.
Unified omnichannel inbox that consolidates all customer interactions from multiple sources
LiveAgent is a multichannel help desk software designed for small businesses, offering ticketing, live chat, call center capabilities, and social media integration in a unified inbox. It enables efficient customer support management with automation rules, canned responses, and a self-service knowledge base. The platform also includes reporting and analytics to track performance and improve service quality.
Pros
- Multichannel support (email, chat, social, phone) in one interface
- User-friendly setup with intuitive dashboard
- Affordable pricing with a free plan available
Cons
- Limited advanced reporting in lower tiers
- Customization options can feel restricted
- Occasional performance issues with high ticket volumes
Best For
Small businesses needing an all-in-one help desk with live chat and ticketing for growing customer support teams.
Pricing
Free plan available; paid plans from $15/agent/month (Ticket) to $49/agent/month (All-inclusive), billed annually.
HubSpot Service Hub
specializedFree-to-start customer service software with ticketing, knowledge base, and CRM integration designed for small business growth.
Unified 360-degree customer view powered by HubSpot CRM integration
HubSpot Service Hub is a customer service platform designed to streamline help desk operations through ticketing, shared inboxes, knowledge bases, and customer feedback tools. It excels in providing a unified 360-degree view of customers by integrating seamlessly with HubSpot's CRM, sales, and marketing hubs. For small businesses, it offers scalable automation, SLAs, and reporting to improve response times and satisfaction. While powerful, it's best leveraged within the broader HubSpot ecosystem.
Pros
- Generous free tier with core ticketing and inbox features
- Intuitive interface with minimal setup required
- Deep CRM integration for contextual customer insights
Cons
- Premium features like advanced SLAs and VoIP require expensive upgrades
- Pricing scales poorly for larger teams outside free limits
- Overkill for businesses needing only basic help desk without CRM ties
Best For
Small businesses already using HubSpot CRM that want integrated service tools to enhance customer relationships.
Pricing
Free plan for basics; Starter at $20/mo (2 users, annual); Professional at $90/user/mo (min 3 users, annual); Enterprise at $150/user/mo.
HappyFox
specializedSimple, cost-effective ticketing system with asset management, custom workflows, and multi-language support for small businesses.
Integrated asset and configuration management for tracking hardware/software alongside tickets
HappyFox is a cloud-based help desk software tailored for small businesses, offering multi-channel ticketing, automation, knowledge base, and reporting to manage customer support efficiently. It supports email, web forms, chat, phone, and social media integrations, with features like SLA management and self-service portals. The platform stands out for its quick setup and intuitive design, enabling teams to handle support requests without extensive training.
Pros
- Highly intuitive interface with minimal learning curve
- Affordable pricing scalable for small teams
- Robust automation and SLA management
Cons
- Reporting lacks depth in entry-level plans
- Fewer native integrations than top competitors
- No free tier or trial without signup
Best For
Small businesses seeking an easy-to-deploy help desk solution with strong automation and multi-channel support.
Pricing
Starts at $29/agent/month (billed annually) for the Mighty plan, up to $69/agent/month for Enterprise features.
Spiceworks Cloud Help Desk
otherFree cloud-based help desk for IT and customer support with ticketing, asset tracking, and community insights for small teams.
Unlimited free usage with no agent or ticket limits
Spiceworks Cloud Help Desk is a fully free, cloud-based ticketing solution tailored for small businesses and IT teams managing IT support. It offers unlimited agents and tickets, with core features like email-to-ticket conversion, automation rules, custom forms, reporting, and a mobile app. This makes it an accessible entry point for help desk operations without upfront costs or usage caps.
Pros
- Completely free with unlimited agents and tickets
- Quick setup and intuitive interface
- Solid automation and email integration
Cons
- Limited advanced reporting and analytics
- Fewer third-party integrations than premium competitors
- Basic SLA management without deep customization
Best For
Budget-conscious small IT teams needing a reliable, no-cost help desk for basic ticketing and support.
Pricing
100% free for unlimited users, tickets, and features; no paid tiers required.
BoldDesk
specializedAI-powered omnichannel help desk software featuring automation, collision detection, and SLA management for SMB efficiency.
Forever-free plan supporting unlimited tickets for small teams
BoldDesk is a user-friendly help desk software tailored for small businesses, providing omnichannel ticketing across email, chat, web portal, telephony, and social media. It features automation rules, SLA management, self-service knowledge base, and customizable reports to streamline customer support. Ideal for teams seeking quick setup and scalability without complexity.
Pros
- Generous free plan for up to 3 agents with unlimited tickets
- Intuitive interface and fast onboarding
- Robust automation and SLA tools for efficient workflows
Cons
- Limited advanced integrations in lower tiers
- Reporting lacks depth compared to enterprise tools
- Telephony features require setup and may incur extra costs
Best For
Small businesses and startups looking for a cost-effective, easy-to-deploy help desk with a free entry point.
Pricing
Free forever for up to 3 technicians; Pro starts at $19/agent/month (annual); Enterprise custom pricing.
ProProfs Help Desk
specializedMulti-channel help desk tool with ticketing, live chat, knowledge base, and reporting capabilities tailored for small business support.
Smart Collision Detection that automatically prevents duplicate tickets by matching incoming queries to open ones
ProProfs Help Desk is a cloud-based ticketing system tailored for small businesses, enabling efficient management of customer inquiries across email, chat, social media, phone, and web forms. It offers automation rules, SLA management, collision detection to avoid duplicate tickets, and customizable workflows. Additionally, it integrates a self-service knowledge base and live chat for comprehensive support without needing separate tools.
Pros
- Affordable pricing with a generous free plan for startups
- Intuitive interface that's quick to set up and use
- Multi-channel ticketing and built-in knowledge base/live chat
Cons
- Limited advanced reporting and analytics compared to leaders
- Fewer third-party integrations in lower tiers
- Scalability issues for growing teams beyond small business size
Best For
Small businesses and startups seeking a simple, cost-effective help desk with essential automation and self-service options.
Pricing
Free plan (50 tickets/month, 1 agent); Starter at $19/agent/month, Pro at $49/agent/month (billed annually).
Conclusion
After examining the top 10 tools, Freshdesk emerges as the top choice, offering a robust omnichannel platform with AI bots, automation, and self-service portals that perfectly fit small businesses’ needs. Zoho Desk and Zendesk also impress, with Zoho’s affordable, highly integrated features and Zendesk’s scalable, AI-driven tools—making them strong alternatives depending on specific operational priorities. All three demonstrate how the right help desk software can revolutionize customer support, highlighting the best options for small businesses to thrive.
Don’t miss out on optimizing your small business support—try Freshdesk today to unlock its seamless omnichannel capabilities and elevate your customer interactions.
Tools Reviewed
All tools were independently evaluated for this comparison