Quick Overview
- 1#1: Zendesk - Zendesk is a comprehensive customer service platform that manages support tickets across email, chat, phone, and social channels with AI-powered automation.
- 2#2: Freshdesk - Freshdesk offers an intuitive ticketing system with omnichannel support, automation, and self-service portals for efficient help desk management.
- 3#3: Jira Service Management - Jira Service Management provides powerful IT service desk and ticketing capabilities with deep integrations, SLAs, and asset management.
- 4#4: ServiceNow - ServiceNow delivers enterprise-grade IT service management and ticketing with workflow automation, AI insights, and cross-departmental support.
- 5#5: Zoho Desk - Zoho Desk is a cost-effective omnichannel help desk software with AI-driven ticketing, analytics, and seamless CRM integration.
- 6#6: Help Scout - Help Scout transforms email into a shared inbox for personalized ticket conversations and customer support without rigid ticketing structures.
- 7#7: Salesforce Service Cloud - Salesforce Service Cloud integrates ticketing with CRM for personalized customer service, case management, and Einstein AI recommendations.
- 8#8: HubSpot Service Hub - HubSpot Service Hub provides free-to-premium ticketing, knowledge bases, and customer feedback tools integrated with marketing and sales.
- 9#9: LiveAgent - LiveAgent combines real-time live chat, ticketing, and call center features into a single omnichannel help desk solution.
- 10#10: HappyFox - HappyFox is a straightforward help desk platform with multi-channel ticketing, automation rules, and customizable service portals.
These tools were selected and ranked based on core features (including automation, integrations, and multi-channel support), user experience, reliability, and value, ensuring they address the diverse needs of small businesses to enterprises.
Comparison Table
For teams seeking to streamline customer support, selecting the right ticket help desk software can make a significant difference in efficiency and satisfaction. This comparison table explores tools including Zendesk, Freshdesk, Jira Service Management, ServiceNow, and Zoho Desk, examining key features and capabilities. Readers will learn to identify the best fit for their specific needs, from small teams to enterprise operations.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | Zendesk Zendesk is a comprehensive customer service platform that manages support tickets across email, chat, phone, and social channels with AI-powered automation. | enterprise | 9.7/10 | 9.8/10 | 9.3/10 | 9.0/10 |
| 2 | Freshdesk Freshdesk offers an intuitive ticketing system with omnichannel support, automation, and self-service portals for efficient help desk management. | enterprise | 9.2/10 | 9.5/10 | 9.3/10 | 9.0/10 |
| 3 | Jira Service Management Jira Service Management provides powerful IT service desk and ticketing capabilities with deep integrations, SLAs, and asset management. | enterprise | 8.7/10 | 9.3/10 | 7.4/10 | 8.1/10 |
| 4 | ServiceNow ServiceNow delivers enterprise-grade IT service management and ticketing with workflow automation, AI insights, and cross-departmental support. | enterprise | 8.7/10 | 9.4/10 | 6.8/10 | 7.2/10 |
| 5 | Zoho Desk Zoho Desk is a cost-effective omnichannel help desk software with AI-driven ticketing, analytics, and seamless CRM integration. | enterprise | 8.7/10 | 9.0/10 | 8.5/10 | 9.2/10 |
| 6 | Help Scout Help Scout transforms email into a shared inbox for personalized ticket conversations and customer support without rigid ticketing structures. | specialized | 8.7/10 | 8.5/10 | 9.5/10 | 8.2/10 |
| 7 | Salesforce Service Cloud Salesforce Service Cloud integrates ticketing with CRM for personalized customer service, case management, and Einstein AI recommendations. | enterprise | 8.7/10 | 9.4/10 | 7.2/10 | 7.8/10 |
| 8 | HubSpot Service Hub HubSpot Service Hub provides free-to-premium ticketing, knowledge bases, and customer feedback tools integrated with marketing and sales. | enterprise | 8.3/10 | 9.0/10 | 8.5/10 | 7.5/10 |
| 9 | LiveAgent LiveAgent combines real-time live chat, ticketing, and call center features into a single omnichannel help desk solution. | specialized | 8.6/10 | 8.8/10 | 8.4/10 | 9.0/10 |
| 10 | HappyFox HappyFox is a straightforward help desk platform with multi-channel ticketing, automation rules, and customizable service portals. | specialized | 8.7/10 | 8.6/10 | 9.1/10 | 9.0/10 |
Zendesk is a comprehensive customer service platform that manages support tickets across email, chat, phone, and social channels with AI-powered automation.
Freshdesk offers an intuitive ticketing system with omnichannel support, automation, and self-service portals for efficient help desk management.
Jira Service Management provides powerful IT service desk and ticketing capabilities with deep integrations, SLAs, and asset management.
ServiceNow delivers enterprise-grade IT service management and ticketing with workflow automation, AI insights, and cross-departmental support.
Zoho Desk is a cost-effective omnichannel help desk software with AI-driven ticketing, analytics, and seamless CRM integration.
Help Scout transforms email into a shared inbox for personalized ticket conversations and customer support without rigid ticketing structures.
Salesforce Service Cloud integrates ticketing with CRM for personalized customer service, case management, and Einstein AI recommendations.
HubSpot Service Hub provides free-to-premium ticketing, knowledge bases, and customer feedback tools integrated with marketing and sales.
LiveAgent combines real-time live chat, ticketing, and call center features into a single omnichannel help desk solution.
HappyFox is a straightforward help desk platform with multi-channel ticketing, automation rules, and customizable service portals.
Zendesk
enterpriseZendesk is a comprehensive customer service platform that manages support tickets across email, chat, phone, and social channels with AI-powered automation.
Zendesk Sunshine open platform for unifying and customizing customer data across any system
Zendesk is a leading cloud-based customer service platform designed for efficient ticket management and help desk operations. It unifies support across multiple channels like email, chat, voice, and social media into a single workspace, enabling agents to resolve issues faster with automation and AI tools. The platform offers robust analytics, self-service options, and extensive integrations to scale with growing businesses.
Pros
- Comprehensive omnichannel ticketing and automation
- Vast app marketplace with 1,000+ integrations
- Advanced AI features like Answer Bot and Copilot for efficiency
Cons
- Pricing escalates quickly for advanced features
- Steep learning curve for complex customizations
- Some core functionalities require higher-tier plans
Best For
Mid-to-large businesses and enterprises needing scalable, omnichannel help desk software with AI-driven automation.
Pricing
Suite plans start at $55/agent/month (Team), scaling to $169/agent/month (Enterprise), billed annually with a free trial available.
Freshdesk
enterpriseFreshdesk offers an intuitive ticketing system with omnichannel support, automation, and self-service portals for efficient help desk management.
Freddy AI for intelligent ticket summarization, auto-responses, and predictive analytics
Freshdesk is a cloud-based help desk software designed to streamline customer support by centralizing tickets from email, chat, phone, social media, and web forms into a unified platform. It offers powerful automation, AI-driven insights via Freddy AI, self-service portals, and collaboration tools to help teams resolve issues faster. With extensive integrations and customizable workflows, it's scalable for businesses of all sizes seeking efficient ticket management.
Pros
- Omnichannel ticket management unifies communications across multiple sources
- Freddy AI automates ticket routing, responses, and insights for efficiency
- Extensive marketplace with 1,000+ integrations for seamless workflows
Cons
- Advanced analytics and custom roles locked behind Enterprise plan
- Mobile app lacks some desktop feature parity
- Free plan has limitations on agents and automation
Best For
Mid-sized businesses and growing teams needing scalable, omnichannel support with AI automation.
Pricing
Free plan available; paid tiers start at $15/agent/month (Growth), $49 (Pro), $79 (Enterprise), billed annually.
Jira Service Management
enterpriseJira Service Management provides powerful IT service desk and ticketing capabilities with deep integrations, SLAs, and asset management.
Advanced no-code automation and workflow builder powered by Atlassian Intelligence for intelligent incident resolution and self-service portals
Jira Service Management is Atlassian's robust IT service management platform built on the Jira foundation, specializing in ticketing, incident response, and service desk operations. It provides customizable workflows, automation rules, asset and configuration management, SLA tracking, and deep reporting capabilities. Designed for ITIL-aligned processes, it excels in handling complex service requests across IT, HR, and other departments while integrating seamlessly with development tools.
Pros
- Highly customizable workflows and automation for complex service processes
- Seamless integrations with Atlassian tools (Jira, Confluence) and 1,000+ third-party apps
- Powerful asset management (Assets) and SLA/OLA monitoring with AI-driven insights
Cons
- Steep learning curve due to extensive customization options
- Interface can feel cluttered and overwhelming for new users
- Pricing scales quickly for larger teams with premium features
Best For
Mid-to-large enterprises with technical IT teams requiring advanced ITSM customization and DevOps integration.
Pricing
Free for up to 3 agents; Standard at $8.15/user/month; Premium at $16.15/user/month (billed annually).
ServiceNow
enterpriseServiceNow delivers enterprise-grade IT service management and ticketing with workflow automation, AI insights, and cross-departmental support.
Virtual Agent AI chatbot for intelligent self-service ticketing and 24/7 issue triaging
ServiceNow is a comprehensive cloud-based IT service management (ITSM) platform that excels in ticket help desk functionalities through its Incident Management, Problem Management, and Change Management modules. It enables efficient ticketing workflows, automation, and self-service portals for enterprise-scale operations. With AI-powered features like Virtual Agent and Predictive Intelligence, it streamlines issue resolution and provides deep analytics for IT teams.
Pros
- Highly scalable for enterprise environments with robust workflow automation
- Extensive integrations with IT tools and third-party systems
- Advanced AI and analytics for proactive issue resolution
Cons
- Steep learning curve and complex setup requiring IT expertise
- Premium pricing that may not suit small to mid-sized businesses
- Overkill for simple help desk needs without full ITSM adoption
Best For
Large enterprises with complex IT service management requirements seeking integrated ticketing and automation.
Pricing
Custom enterprise licensing starting at around $100-200 per user per month, with additional costs for advanced modules and implementation.
Zoho Desk
enterpriseZoho Desk is a cost-effective omnichannel help desk software with AI-driven ticketing, analytics, and seamless CRM integration.
Zia AI for intelligent ticket assignment, sentiment analysis, and predictive customer insights
Zoho Desk is a comprehensive cloud-based help desk software designed to streamline customer support through multi-channel ticketing, including email, chat, phone, social media, and web portals. It features automation rules, AI-powered insights with Zia for ticket routing and predictions, self-service options, and robust reporting analytics. Seamlessly integrated with the Zoho ecosystem and third-party apps, it supports scalable workflows for teams of all sizes.
Pros
- Affordable pricing with a generous free tier for small teams
- Strong omnichannel support and Zoho ecosystem integrations
- Advanced AI automation via Zia for efficient ticket management
Cons
- Advanced customizations can have a learning curve
- Free plan lacks some premium features like telephony
- Reporting tools are solid but less advanced than top competitors
Best For
Small to medium-sized businesses needing scalable, cost-effective help desk software with seamless CRM and app integrations.
Pricing
Free for up to 3 agents; paid plans from $14/user/month (Standard) to $40/user/month (Enterprise), billed annually.
Help Scout
specializedHelp Scout transforms email into a shared inbox for personalized ticket conversations and customer support without rigid ticketing structures.
Shared Inbox that mimics email for natural, collaborative customer conversations without traditional ticket rigidity
Help Scout is a customer support platform designed as a shared inbox that turns emails, chats, and other messages into collaborative conversations rather than rigid tickets. It emphasizes a human-centric approach with features like automation rules, saved replies, customer profiles, and an integrated knowledge base called Docs for self-service support. Ideal for teams seeking simplicity, it also offers reporting, live chat, and extensive integrations to streamline help desk operations.
Pros
- Intuitive email-like interface that simplifies collaboration for teams
- Seamless integration of knowledge base (Docs) with support workflows
- Strong automation and saved replies for efficiency
Cons
- Limited advanced SLA management and omnichannel depth compared to enterprise tools
- Reporting and analytics lack customization for complex needs
- No native telephony or voice support
Best For
Small to medium-sized teams prioritizing a conversational, user-friendly help desk over heavy ticketing automation.
Pricing
Starts at $20/user/month (Standard, billed annually) up to $65/user/month (Pro); free trial available.
Salesforce Service Cloud
enterpriseSalesforce Service Cloud integrates ticketing with CRM for personalized customer service, case management, and Einstein AI recommendations.
Einstein AI for intelligent case routing, sentiment analysis, and next-best-action recommendations
Salesforce Service Cloud is a robust customer service platform that excels in ticket management, case routing, and omnichannel support for help desks. It integrates seamlessly with the broader Salesforce CRM ecosystem, enabling automated workflows, AI-driven insights via Einstein, and self-service portals. Ideal for enterprises handling high-volume support, it provides advanced analytics and customization to streamline operations.
Pros
- Comprehensive omnichannel ticketing (email, chat, social, phone)
- Powerful AI automation and predictive analytics with Einstein
- Deep customization and scalability for enterprise needs
Cons
- Steep learning curve and complex setup
- High pricing that may not suit small teams
- Overkill for basic help desk requirements
Best For
Large enterprises with complex customer service needs requiring deep CRM integration and scalability.
Pricing
Starts at $25/user/month for Essentials, up to $150+/user/month for Enterprise editions, plus implementation costs and add-ons.
HubSpot Service Hub
enterpriseHubSpot Service Hub provides free-to-premium ticketing, knowledge bases, and customer feedback tools integrated with marketing and sales.
Unified CRM-powered customer timelines that contextualize every ticket with full interaction history
HubSpot Service Hub is a customer service platform designed to streamline ticket management, automate workflows, and enhance support experiences within the broader HubSpot CRM ecosystem. It offers shared inboxes, SLA tracking, knowledge bases, customer feedback surveys, and omnichannel support for email, chat, and messaging apps. Ideal for teams seeking integrated service tools that connect customer interactions to sales and marketing data for personalized resolutions.
Pros
- Seamless integration with HubSpot CRM for 360-degree customer views
- Powerful automation, workflows, and reporting capabilities
- Free starter tools and intuitive interface for quick setup
Cons
- Higher-tier plans are expensive for non-HubSpot users
- Advanced customizations locked behind Professional/Enterprise levels
- Can feel bloated for teams needing only basic help desk functionality
Best For
Growing businesses already using HubSpot CRM that want scalable, integrated customer service and ticket management.
Pricing
Free limited plan; Starter at $20/user/month, Professional at $90/user/month, Enterprise at $150/user/month (billed annually).
LiveAgent
specializedLiveAgent combines real-time live chat, ticketing, and call center features into a single omnichannel help desk solution.
Universal Inbox that seamlessly merges all communication channels into intelligent, searchable tickets
LiveAgent is an omnichannel help desk software that centralizes customer support tickets from email, live chat, social media (Facebook, Twitter, Instagram, WhatsApp), phone calls, and web forms into a unified universal inbox. It enables teams to manage inquiries efficiently with automation rules, collision detection to prevent duplicate responses, and built-in reporting tools. Additionally, it includes a self-service knowledge base and call center features for comprehensive customer service operations.
Pros
- Robust omnichannel ticket unification via Universal Inbox
- Strong automation and SLA management tools
- Affordable pricing with a free plan for small teams
Cons
- Interface feels somewhat dated compared to modern competitors
- Advanced reporting and customization locked behind higher tiers
- Occasional performance lags with high ticket volumes
Best For
Small to medium-sized businesses needing an all-in-one, cost-effective solution for multi-channel customer support.
Pricing
Free plan for up to 7 agents; paid plans start at $15/agent/month (Ticket), $29 (Ticket+Chat), $49 (All-inclusive), billed annually.
HappyFox
specializedHappyFox is a straightforward help desk platform with multi-channel ticketing, automation rules, and customizable service portals.
Built-in IT asset management and time tracking integrated directly into the ticketing workflow
HappyFox is a cloud-based help desk and ticketing software that centralizes customer support from multiple channels including email, web forms, live chat, phone, and social media. It offers automation rules, SLA management, custom workflows, reporting dashboards, and a self-service knowledge base to streamline ticket resolution. Additionally, it includes asset management and time tracking features, making it suitable for both customer service and IT help desks.
Pros
- Highly intuitive interface with quick setup
- Affordable pricing with strong value for SMBs
- Powerful no-code automation and workflow customization
Cons
- Fewer native integrations than top competitors
- Reporting lacks some advanced analytics
- Scalability limitations for very large enterprises
Best For
Small to medium-sized businesses needing an easy, cost-effective ticketing solution with IT asset management.
Pricing
Starts at $29/agent/month (Mighty plan, billed annually), up to $69/agent/month (Enterprise); 14-day free trial.
Conclusion
The top 10 help desk software reviewed caters to varied needs, with Zendesk leading as a comprehensive choice, offering AI-powered automation across multiple channels. Freshdesk follows with its intuitive, omnichannel approach and seamless automation, while Jira Service Management excels in IT-specific integrations and workflow management. Together, these tools showcase the best in customer service efficiency.
Explore the top-ranked Zendesk to streamline your support workflows and deliver exceptional customer experiences.
Tools Reviewed
All tools were independently evaluated for this comparison