15 Best IT HelpDesk Ticketing Systems in 2025

It is easy to integrate with our social media platforms like Facebook and WhatsApp. It is also cheap to purchase and offers the best chat features with AI-powered chatbots.

We needed a software that would help us communicate effectively with our customers and deliver personalized support quicker. It has not been so long since we started using Freshdesk in our company and it has really been helpful to us.

It requires a trained person to set up the chatbots and the navigation of the software requires someone with computer knowledge.

Freshdesk is cheap and easy to implement. It is also supported on all devices which allows us to work remotely on any device.

The number of customers a company has, the number of employees who offer customer support, and the price of the plan a company needs depending on the number of agents available.

It has helped us communicate easily with our customers and increase our sales due to improved customer care.

A growing organisation that has many customers.

I like the software interface because it is quite polished and quick to navigate. Secondly, the pricing of the software favors smaller businesses to use the solution to communicate with clients. Lastly, the software does not require a lot of technical knowledge to understand.

We bought Zendesk to ease the way our clients reach us. Zendesk allows us to communicate with clients from different channels like WhatsApp, email, and live chat or social media like Twitter and Facebook Messenger. We had issues sorting tickets and merging them within teams which this tool has helped us solve. I have used the solution for three years.

At times, Zendesk Talk would be too slow to make calls and will keep the call buffering which interferes with communication goals between the business and the clients, the tool would not work well in other browsers like Mozilla, where it would perfectly work well in Chrome and on Safari for apple and hence a challenge to users who might not be using such browsers

They have kept the pricing of the software favorable and cheap to enable businesses of all sizes to use the solution

I would recommend and advise any person to purchase this software to consider the size of the business as this tool might not be good for smaller businesses, and the team because some modules require technical knowledge like setting up a knowledge base on a custom URL would require you to know DNS settings

It has introduced the Zendesk AI, which detects the intent of the user questions and provides assistance to their questions through automations as this saves a lot of time you spend on solving tickets manually.

Support team

It keeps us organized, accountable on timelines, records every submission or edit, which helps us continue to look at our operational processes and make sure they work for everyone involved. When they don't, we're able to use the data of our own activity to make changes and pivot.

We were using Slack messages as a ticketing system for IT requests, and to plan for new employees that would be onboarded. We were also only using email tickets (we would email [email protected], for example, to request personal help with IT related issues). Communication requests/tickets would get lost chronically and we all had enough. Since we started using Freshservice last year, it allowed us to request service (from IT or Onboarding) and even report issues for our own IT needs.

There are other solutions out there that do a better job at organizing tickets, Jira for example.

Freshservice has been good in helping us stay more organized, respond in a way that gives many people simultaneous visibility. That said, Jira is more comprehensive; it has a knowledge base, ticketing, and project planning tools. It's literally everything we need and it turned out to be cheaper than the multiple other systems we have so as a company, we're talking about phasing out Freshservice.

Cost, labor to get it up and running and then continuously running correctly - that takes time! Also, people should think about who they want to have visibility and actions in Freshservice for various scenarios. FS is really good at that.

I would say small startup type companies like ours was/is where the environment is very scrappy and everyone likes to have insight and visibility so we can continue to discuss operational efficiencies.

• ServiceDesk Plus offers customizable workflows that enable technical teams to efficiently manage and prioritize IT support tickets.
• The AI support agent helps reduce the workload on the IT team by automating responses to common queries and issues, effectively filtering out simpler requests.
• The platform provides a comprehensive 360° view of IT operations, enabling better integration and coordination across departments.

Our organization implemented ServiceDesk Plus to address the challenge of managing IT support requests efficiently and enhancing the overall employee experience. Before adopting this tool, we faced difficulties with disorganized ticketing systems, delayed response times, and a lack of integration between IT support and other business functions.

ServiceDesk Plus offered customizable workflows that streamlined ticket management and improved our ability to track and resolve issues promptly. The AI support agent significantly reduced the workload on our IT team by handling common queries and requests.

Additionally, the platform’s capabilities extended beyond IT, creating a unified approach to service delivery across the organization. I’ve personally used ServiceDesk Plus for six months during an internship, and it greatly improved our service efficiency and user satisfaction.

• The user interface could be more intuitive and streamlined to improve the overall user experience for IT staff.
• Some advanced features, like detailed reporting, can be difficult to navigate and require additional training to fully utilize.
• While the AI support agent is helpful, it struggles with more complex or unique queries, which can lead to incomplete resolutions.

ServiceDesk Plus stands out from its competitors due to its deep integration with ManageEngine’s suite of IT management solutions, offering a comprehensive 360° view of IT operations. Unlike some other tools, it provides highly customizable workflows that allow organizations to tailor the platform to their specific needs, improving ticket management efficiency.

The platform's AI support agent is another differentiator, reducing the workload on IT teams by automating responses to common requests. I prefer ServiceDesk Plus because of its combination of ease of use, powerful customization options, and seamless integration, which make it a versatile and efficient solution for managing IT and business services.

When selecting a service desk tool like ServiceDesk Plus, consider the customization options, as flexibility in workflows and ticket management can significantly improve efficiency. Scalability is another critical factor, especially if you plan to expand its use beyond IT to other departments through Enterprise Service Management (ESM).

Evaluate the level of AI automation available to help reduce manual workloads and improve response times. Additionally, assess the platform’s user interface and ensure your team has the resources to handle the setup and configuration process effectively.

ServiceDesk Plus has evolved by introducing new features and enhancements to cater to the growing needs of modern organizations. A key development is the integration of AI-driven support agents, which automate routine tasks and reduce the workload on IT teams, allowing them to focus on more complex issues.

These updates reflect the platform's commitment to improving user experience, streamlining workflows, and adapting to the evolving demands of businesses.

ServiceDesk Plus is ideal for medium to large organizations that require a robust and scalable IT service management solution. It is particularly well-suited for companies with complex IT infrastructures that need customizable workflows, integration with other IT management tools, and the ability to handle high volumes of support requests.

I like the software pricing which is favorable for us. I also like the deployment method, the tool is web cloud-based which means you do not need to install the tool on the premises but rather use the software as a web version in browsers, the software provides instant notifications to the agent or operators upon any ticket from the user for quicker response and resolutions towards their case

Our Organization bought Zoho Desk to solve tickets and to help clients reach us through our support email any time. Initially, we were using other software tools that had limited features like custom email which was affecting our email delivery to clients. I have personally used the software for three years.

The tool comes with limited integrations and does not have a good user interface, you cannot integrate the software with social media platforms like Whatsapp which leads us to use multiple tools. It is also expensive for smaller enterprises to use the paid version since it can affect the ROI. Hot mapping a domain to use it in the knowledgebase is so hard since it does not explain well how to.

They are cheap and reliable with a good customer care team. There is enough documentation in both video and in text form which has helped us gain more skills on how to use the product.

They should think of pricing and user care where most times they take longer time to respond hence making the user inconvenienced

They have added more features like improving the text editor which makes it easy to use to compose a ticket response while customizing the fonts, the tool has a mobile application to use to chat with clients.

Support operators

I like the canned responses that make it easy for me to respond to a client's question by just pasting the canned responses from frequently asked questions.

We bought LiveAgent to offer live chat communication to users on our website and respond to clients’ messages. I have used the software for about two years

The pricing of the software is expensive.

They have a good web application with a good user interface which makes it easier for me to access the chat.

They should think of the pricing and scalability of the software.

They have improved the mobile application and the web application

Support teams.

Hiver integrates seamlessly with Gmail, making it easier to organize emails by department and tag the person best equipped to address an issue.

Hiver includes a built-in chat system that facilitates simple and effective communication among colleagues.

It allows for easy tracking of each email or case by marking its status as "in progress" or "closed," and it displays details of the steps taken to resolve the issue.

As an organization, we frequently encountered repeated responses to the same customer emails, or emails were being missed without any response. We were overwhelmed with unorganized emails, leading to confusion about which department should respond.

The owner began researching systems or platforms that could help improve email response times and ensure emails were directed to the appropriate departments. Hiver allows us to tag the appropriate person to respond to an email, preventing multiple responses to the same case. It is integrated with Gmail, giving it access to all emails for organizational purposes.

Additionally, it includes a chat feature that simplifies communication among employees. I have used Hiver for about six months, and it has been an effective solution that I would gladly use again.

I don't have any cons at this time.

Hiver is better than Zendesk. Hiver can be automated to organize emails, or users can manually organize them. I prefer Hiver because it is easy to use, simple to understand, and capable of performing multiple tasks to improve work quality and efficiency.

When buying this type of tool, consider the email platform you are using and ensure the tool is compatible.

Pricing is another important criterion, as it is essential to choose a tool that provides value and benefits to the company.

Look for a tool that can streamline workloads and improve the work environment to enhance customer satisfaction.

Hiver has become more efficient with enhanced automation, improved organizational features, and a built-in chat system for better collaboration among colleagues.

Hiver is ideal for customer experience-focused and customer-based organizations.

Solid visuals of project progress. Great automation features, which saved us time and reduced entry errors. Integrated well with other tools the client was using.

I used it for six months as a freelancer, and based on my knowledge, the client used monday.com because it's a cloud-based system that allowed for customizations and automation. I am unsure which software they used before that, but my conversations centered around the time it saved the client. I remember enjoying the time-tracking feature and how it integrated with other tools the client was already using.

Overwhelming at first, as there are many features. The learning curve is steep due to the extensive features.

I have used both Asana and Jira (currently use both), and the visuals are more appealing, and the integrations are more in-depth on monday.com. Also, the customization options cater to someone who likes more control over their work.

Consider the cost and how it will make your employees' jobs easier/save time.

I did not use it prior to this client, so I am unsure of the adaptations it has undergone. However, it is very relevant, so it appears to meet industry needs, as I enjoyed using it for my contract.

I think any organization can benefit from monday.com as its customizability and flexibility allow it to be used by various users and companies.

JitBit is very user-friendly and requires minimal training. The progress of each support ticket is visible, making it easy for managers to track updates. The communication feature under each ticket, including the chat tool, is extremely helpful for ensuring clarity.

My organization used JitBit Helpdesk for technology and maintenance support. JitBit streamlined support tickets into one centralized area. Operations managers and field managers can communicate with helpdesk agents to resolve issues effectively. As an operations manager,

I used JitBit for a year. Without the services JitBit provides, productivity could be jeopardized, costing the location money and payroll. JitBit offers a seamless communication line that enables problems to be solved quickly, minimizing disruptions.

Closed tickets cannot be reopened by managers, which is an issue if the problem remains unresolved, forcing managers to create duplicate tickets. Unanswered support tickets can be frustrating and cause delays. Searching for support tickets based on tags can be time-consuming and inefficient.

JitBit offers a more streamlined process compared to its competitors. The options are clear and easy to navigate. The ability to communicate directly under each support ticket is a significant advantage over other tools.

When considering purchasing this software, an organization should assess its employee size. It is also essential to consider how accessible computers or mobile devices are for managers to communicate with service agents effectively.

JitBit has helped users efficiently resolve tech and maintenance issues.

JitBit is ideal for organizations that provide managers with access to computers or mobile devices. It is also well-suited for companies with multiple locations.

• I like that I can order and answer questions according to priority (instead of constant emails/calls).
• I like that I can see where I am with each item (to-do, in-progress, etc.).
• I like that I can give access to people outside my organization such as ICs, Freelancers, and Clients.

The company bought Jira for a software development team. Shortly after, other teams started using it as well. I have used it for 1 year for HR projects. It has provided me with ways to capture questions and requests from employees, contractors, and customers.

• It was created mostly for software development, so a lot of functionality is not useful for HR.
• It can be difficult to set up if you are not familiar with the tool.
• I like the "board" view in Jira Work Management or Trello (also owned by Atlassian) better.

It is very robust and has a lot of automation. It can be customized to do whatever you need as well. For my purposes, it works great, but so would Trello. I certainly like it better than some of its competitors.

What are you going to use if for? If you have no IT or development needs within your organization, you might try something simpler. Does it fit in your budget? They charge per user, so it can get pricey.

They have branched out to be useful to more than just IT over the years. I have only been using it for HR for one year, so there haven't been that many changes yet. I know that more power ups are created regularly. Those can be useful.

Software Development & Maintenance

The ticketing system format and organization are excellent. The dashboard is user-friendly and provides a clear overview. The notification features help keep the team informed and responsive.

We purchased HappyFox to manage tickets for both IT and Facilities departments. We struggled to keep up with tickets submitted by staff and needed a centralized ticketing system. Before HappyFox, staff submitted their "tickets" (i.e., issues and needs) via email, IM, in-person requests, etc., which became unmanageable as our organization grew. Our team took about four months to work out the kinks and has been using it for almost three years now. I used it during my one year on staff and found it extremely beneficial, as you can track ticket submissions, assign them to individuals, add notes, and communicate with the ticket submitter regarding updates.

The interface can be a bit cluttered. It was somewhat clunky to train on. Staff initially struggled to grasp all its features.

I'm not entirely sure, as we didn't have a ticketing system before. However, from the options we considered, HappyFox seemed to offer more capabilities. I prefer this system because of its features, ease of use (once familiarized), and the ability to collaborate with other departments and team members.

Consider the specific problem you're trying to solve. Review all of HappyFox's features to determine if it addresses your needs. Think about how you want to collaborate across departments. Will HappyFox fit your requirements? Lastly, provide multiple training sessions and resources to ensure staff are comfortable using the system.

It added new statuses and allowed us to create custom statuses for our organization.

It is well-suited for IT, Facilities, Operations, and other task-oriented services or departments.

Kayako was cost-effective compared to its competitors. It offered detailed behind-the-scenes metrics that helped us improve the client experience.

Their support team provided strong assistance throughout our entire partnership.

My company bought Kayako because it was the best platform that fit our requirements for communicating with clients. Our focus was to provide a one-stop shop for clients' legal questions. In addition to the multiple functions the platform offers, it was competitively priced compared to its competitors. My company had approximately 100 people working directly with clients, and Kayako made this easy to manage. The platform had a great reputation for enabling seamless, intuitive, and quick client support.

I don't have anything negative to say. I would give it a solid 9 out of 10, as there are always things that could improve over time.

Kayako differs from its competitors because the platform gives you ownership over various aspects, such as tickets, metrics, and help articles. Other companies often require you to contact them to manage things you should have access to or charge high fees for basic add-ons.

With a tool like this, people should be clear about the service they want to offer. It's important to schedule recurring meetings to discuss platform limitations so they don’t hinder the user experience.

Kayako has remained largely the same since I last used it at my previous company.

Kayako is ideal for learning environments and mid-sized legal institutions.

I appreciate SolarWinds for its simplicity. I value the ability to monitor our network and quickly address any emerging or existing issues. I also like the customizable alerts, which make it easy to pinpoint potential problems.

Our team decided to invest in SolarWinds because we needed a reliable solution to improve data security. Many programs and clients require high levels of privacy when exchanging data, so we chose SolarWinds to strengthen our network security by identifying and monitoring potential threats. One of the key advantages of using SolarWinds is having a system that enables us to effectively monitor and track security threats. I've been using SolarWinds for about five years, and I'm very satisfied with the partnership and the growth we've achieved.

I dislike the pricing structure, as I believe long-term users should receive discounts or rewards. Sometimes, finding support can be challenging, and a simpler search process for troubleshooting information would help. Additionally, the initial setup can be time-consuming, which can disrupt the workday.

I appreciate SolarWinds’ flexibility and customization options, which make it easy to spot and understand issues as they arise. The tool offers a level of adaptability that stands out from other similar solutions.

It's essential to define the specific needs and intended uses for the tool, as this will impact both setup and training. The user-friendly interface is an advantage, as it simplifies onboarding and reduces the need for extensive training.

SolarWinds has adapted to meet market demands by improving the interface and enhancing cloud integration, which has become a significant feature.

SolarWinds is ideal for IT departments and organizations focused on network monitoring.

• Spiceworks is intuitive and easy to use for both IT professionals and non-technical employees.
• Its comprehensive asset management system provides a centralized platform for tracking software and hardware inventories.
• The platform offers excellent value by meeting essential IT management needs without costly licensing fees.
• The active Spiceworks user community provides valuable peer support, troubleshooting assistance, and helpful resources.

My company implemented Spiceworks to enhance helpdesk productivity and simplify IT asset management. We needed a centralized solution to track hardware and software inventories, improve collaboration, and efficiently manage IT issues.

Spiceworks addressed these challenges by offering a cost-effective platform with strong reporting features, a user-friendly interface, and real-time monitoring. The tool's ability to integrate with other platforms helped streamline workflows and boost productivity.

I have personally been using Spiceworks for more than three years, leveraging its features to ensure smooth IT operations and high-quality service delivery.

• Spiceworks can become sluggish when handling large datasets or multiple users simultaneously.
• More advanced customization options for ticketing and reporting functionalities would be beneficial.
• Reliable internet access is crucial for cloud-based components, making outages particularly challenging.
• The mobile app lacks some features and usability compared to the desktop version.

Spiceworks stands out because it offers free IT management tools without licensing fees, making it cost-effective for businesses of all sizes. Additionally, its active user community enhances its value by providing peer-driven support and resources beyond what traditional software solutions offer.

Scalability is a key factor to ensure the tool can grow with the organization’s needs. Usability is also crucial, as a user-friendly interface reduces training time and increases productivity. Integration capabilities should be assessed to confirm compatibility with existing systems.

Additionally, evaluating cost-effectiveness—including both initial costs and long-term savings—is important. Lastly, strong vendor support and community resources should be prioritized for reliable assistance when needed.

Spiceworks has evolved by adding more advanced features, such as network monitoring, cloud-based solutions, and improved IT asset management. Its community-driven support system has also strengthened collaboration by enabling users to share insights and solutions more effectively.

Spiceworks is an excellent choice for IT teams and small to mid-sized businesses looking for an affordable, user-friendly solution for network monitoring, helpdesk support, and asset management.