The best help desk software for 2025

Help desk software has become a vital tool for companies of all sizes, enabling them to streamline communication, manage inquiries efficiently, and provide exceptional customer support.

Whether you’re looking for your first help desk solution or wish to upgrade your current platform, adding a new tool to your tech stack can be challenging. You’ll want to know you’re investing in the best help desk software for your business.

This guide shares ten of the best help desk platforms, including their key features, pricing differences, and an easy comparison table to kickstart your research. We’ll also guide you through the steps for choosing your help desk software and highlight why monday service could be the best option for you.

What is help desk software?

Help desk software facilitates the management of customer support requests and internal IT problems. It serves as a centralized platform where businesses can efficiently organize, track, and resolve customer or employee inquiries. It helps companies improve their customer service operations by providing an organized approach to managing support requests while enhancing overall efficiency and user experience.

What’s the difference between service desk software and help desk software?

The terms service desk software and help desk software are closely related and often used interchangeably—but there are some subtle differences. In essence,

service desk software is an evolution of help desk software, offering more comprehensive features for managing IT services across an organization.

• Scope: Help desk software typically addresses individual user issues and provides technical support. Service desk software has a broader scope, encompassing IT service management (ITSM) processes beyond technical support.
• Functionality: While help desk software primarily manages tickets and customer inquiries, service desk software expands upon these capabilities with additional features, such as:
  • Asset and vendor management
  • Problem and change management
  • More comprehensive automation and AI capabilities
  • Advanced routing and intelligence for ticket escalation
  • Expanded self-service options
• Alignment with ITIL: Service desk software is often designed to align with ITIL (Information Technology Infrastructure Library) practices, providing a more structured approach to IT service management.
• User base: Help desk software is typically used by customer support teams, while service desk software is used by various departments such as IT, HR, and payroll.
• Scalability: Service desk solutions can handle more complex organizational structures and larger-scale operations than basic help desk tools.

What is help desk software used for?

Help desk software is primarily used to manage and streamline customer support operations by centralizing the handling of inquiries and support requests. Here are the main purposes and functionalities of help desk software

Centralized management of support requests

Help desk software consolidates customer inquiries from various channels — email, chat, and social media — into a single platform, ensuring no request gets overlooked. This centralized approach enhances efficiency and organization when handling support tickets.

Ticket creation and tracking

When a customer submits a query, it’s converted into a ticket that support teams can track throughout its lifecycle—from submission to resolution. This allows support teams to prioritize and manage issues effectively.

Automation of routine tasks

Help desk software automates repetitive tasks such as ticket routing, categorization, and responses to common inquiries. This reduces the workload on support agents and speeds up response times.

Multi-channel support

Help desk software enables businesses to provide support across multiple communication channels, allowing customers to choose their preferred contact method. This flexibility improves user experience and satisfaction.

Knowledge management

Many help desk systems include a knowledge base where users can find answers to common questions or issues independently. This self-service capability reduces the volume of incoming tickets and empowers users.

Collaboration tools

For complex issues requiring input from multiple departments, help desk software facilitates collaboration among team members by allowing them to share notes and updates within tickets, ensuring a coordinated approach to problem-solving.

Reporting and analytics

Help desk software provides insights into performance metrics such as ticket resolution times and customer satisfaction levels. These analytics help organizations evaluate their support effectiveness and identify areas for improvement.

What are the benefits of using help desk software?

Using help desk software offers numerous benefits that can significantly improve an organization’s operational efficiency, customer satisfaction, and overall service quality. Here are the main advantages:

Improved efficiency

Help desk software automates repetitive tasks such as ticket assignment and routing, allowing support teams to focus on more complex issues. This automation reduces manual workload and increases overall productivity for IT professionals and customer service agents.

Centralized information management

Help desk software consolidates all support requests into a single platform, making it easier to track, manage, and resolve issues. This centralization prevents requests from slipping through the cracks and ensures that all team members have access to up-to-date information.

Enhanced customer satisfaction

Help desk software significantly improves customer satisfaction by providing timely responses and resolutions. Quick access to solutions helps reduce frustration and fosters long-term customer loyalty.

Fewer incoming tickets

Many help desk systems include a knowledge base or FAQ section that allows customers to find answers independently. This self-service capability empowers users and decreases the volume of incoming tickets, enabling support teams to allocate resources more effectively.

Better resource allocation

Help desk software provides analytics and reporting features that help organizations monitor performance metrics such as ticket volume and resolution times. This data enables better resource management and allocation, assuring adequate staffing for support teams.

Increased accountability

With detailed records of all interactions and resolutions, help desk software enhances accountability among support staff. It enables managers to track individual performance metrics, which can be helpful for evaluations and identifying areas for improvement.

Reduced costs

Streamlined processes lead to reduced operational costs by improving team performance and minimizing the time spent on resolving issues. Efficient ticket management can also lead to fewer escalations, lowering the overall cost of support operations.

Enhanced collaboration

Help desk software facilitates better communication among team members through shared inboxes and ticket histories, allowing for more effective collaboration on complex issues.

Regulatory compliance

Many help desk systems include features that help ensure compliance with industry regulations by maintaining detailed logs of all support activities.

The best help desk software at a glance

Here’s a quick overview of the top 10 help desk platforms, their key points, and different pricing options.

Let’s take a closer look at each one.

monday service

Best for: Companies of all sizes seeking to deliver exceptional service with less friction

monday service is a comprehensive platform designed to transform service operations from reactive to proactive by leveraging smart automations and AI technology. It empowers teams to deliver exceptional support experiences efficiently, enabling seamless communication and collaboration across various departments while minimizing manual tasks and enhancing overall service management.

Key features of monday service

• Automatic ticket classification by type, urgency, sentiment, department, and more
• Smart ticket routing to the relevant agent or team
• AI-assisted knowledge base for agents
• Streamlined communication between agents, customers, and stakeholders

monday service pricing

• Standard: From $26/seat/month
• Pro: From $38/seat/month
• Enterprise: Custom pricing available

More information: monday service pricing

Freshdesk

Best for: Small to medium-sized businesses looking for a user-friendly, AI-powered customer service solution that’s easy to set up and use

Freshdesk is a refreshingly simple, AI-powered help desk platform that delivers better customer experiences. It offers advanced ticketing, automation, and built-in AI to help businesses increase agent productivity and provide faster support.

Key features of Freshdesk

• Advanced ticketing management for efficient prioritization and categorization
• Self-service portal with a knowledge base and AI bots for common inquiries
• Analytics and insights for performance analysis and custom reporting

Freshdesk pricing

• Free: $0/agent/month
• Growth: From $15/agent/month
• Pro: $49/agent/month
• Enterprise: $79/agent/month

Zendesk Service

Best for: Businesses of all sizes looking for a flexible, scalable customer service solution

Zendesk Service is a powerful customer service solution designed to enhance interactions and build strong customer relationships. It enables businesses to improve customer loyalty and streamline workflows by leveraging AI-powered anticipation and multi-channel support capabilities.

Key features of Zendesk Service

• Omnichannel support across messaging, live chat, social media, and voice
• AI-powered automation for faster response times and improved efficiency
• Customizable knowledge base and self-service options

Zendesk Service pricing

• Support Team: From $19/agent/month
• Suite Team: From $55/agent/month
• Suite Professional: From $115/agent/month
• Suite Enterprise: Custom pricing available

Help Scout

Best for: Small businesses, SaaS startups, and freelancers looking for a simple, efficient customer support solution

Help Scout is a simple customer support platform designed to deliver personalized experiences for both customers and support teams. It offers a scalable help desk solution that works like email for customers — eliminating the need for ticket numbers or account creation — while providing powerful features for businesses to manage support at scale.

Key features of Help Scout

• Shared inbox for collaborative customer support across multiple channels
• Customizable knowledge base for self-service support
• Advanced reporting and analytics for tracking customer satisfaction and team performance

Help Scout pricing

• Free: $0/month for 50 contacts and unlimited users
• Standard: From $50/month for 100 contacts and unlimited users
• Plus: From $75/month for 100 contacts and unlimited users

Zoho Desk

Best for: Small to medium-sized businesses across various industries

Zoho Desk is a comprehensive customer service platform that empowers support teams with tools for efficient ticket management and personalized customer interactions. It offers a scalable solution that combines AI-driven automation, multi-channel support, and robust analytics to help businesses deliver exceptional customer experiences.

Key features of Zoho Desk

• Omni-channel support with AI-powered assistant for automating responses
• Self-service options, including a knowledge base and community forums
• Customizable reporting and analytics for tracking team performance and customer satisfaction

Zoho Desk pricing

• Free: $0/agent/month
• Express: From $7/agent/month
• Standard: From $14/agent/month
• Professional: From $23/agent/month
• Enterprise: From $40/agent/month

HappyFox

Best for: Small to medium-sized businesses across multiple sectors looking for a practical and efficient customer support solution

HappyFox is a practical help desk and customer support solution that streamlines processes and enhances customer satisfaction. It offers a robust ticketing system, self-service options, and powerful automation tools to help businesses deliver outstanding support and achieve new goals.

Key features of HappyFox

• Advanced ticketing system with customizable workflows and SLA management
• Self-service knowledge base and community forums for customer empowerment
• Smart automation rules for efficient ticket routing and task management

HappyFox pricing

• Basic: From $9/agent/month (limited to max 5 agents)
• Team: From $49/agent/month
• Pro: From $99/agent/month
• Enterprise: Custom pricing available

Hiver

Best for: Small to medium-sized businesses that heavily rely on Gmail or Outlook for customer support and team collaboration

Hiver is an AI-powered customer service platform that transforms email inboxes into robust help desks, enabling teams to manage customer interactions across multiple channels without leaving their email environment. It streamlines support processes, enhances collaboration, and leverages automation to help businesses deliver efficient customer experiences.

Key features of Hiver

• Shared inboxes for collaborative email management and customer support
• AI-generated email summaries, template suggestions, and auto-close conversations
• Data-driven insights to improve team performance and customer experience

Hiver pricing

• Free: $0 forever
• Lite: From $19/user/month
• Growth: From $29/user/month
• Pro: From $49/user/month
• Elite: Custom pricing available

HubSpot Help Desk

Best for: Businesses already using HubSpot CRM and looking to scale their support operations

HubSpot’s help desk and ticket software is a comprehensive customer support solution designed to help businesses deliver personalized, efficient support as they scale. It combines AI-powered tools with a unified customer data platform to empower support teams and enhance the overall customer experience.

Key features of HubSpot Help Desk

• Unified repository for customer data and interactions
• AI-powered support tools for personalized assistance
• 360-degree customer insights for context-rich support

HubSpot Help Desk pricing

• Free: $0 for up to 2 users
• Service Hub Starter: From $15/seat/month
• Service Hub Professional: From $90/seat/month
• Service Hub Enterprise: From $150/seat/month

Spiceworks Cloud Help Desk

Best for: Small to medium-sized IT teams looking for a free, easy-to-use help desk solution

Spiceworks Cloud Help Desk is a robust, free ticketing system designed to help IT professionals track, prioritize, and manage user requests efficiently. It offers a hassle-free cloud-hosted solution that enables businesses to streamline their support processes without requiring complex setup or maintenance.

Key features of Spiceworks Cloud Help Desk

• Customizable web portal for user-submitted tickets
• Automated ticket routing and assignment based on priorities and categories
• Advanced reporting and Power BI integration for in-depth analytics

Spiceworks Cloud Help Desk pricing

• Completely free with no upcharges or hidden costs

Jira Service Management

Best for: Growing businesses looking for a unified, AI-powered platform to manage service delivery and collaboration

Jira Service Management is an AI-powered service management platform designed to help Dev, IT, and business teams manage their service delivery. It enables organizations to supercharge collaboration across changes, incidents, and requests and deliver superior service experiences with increased velocity.

Key features of Jira Service Management

• Pre-configured templates and workflows for quick setup and customization
• Multi-channel request management for handling various service needs
• Integration with over 1,000 trusted applications from the Atlassian Marketplace

Jira Service Management pricing

• Free: $0 (for up to 3 agents)
• Standard: From $20/agent/month
• Premium: From $45/agent/month
• Enterprise: Custom pricing available

How to choose the best help desk software

With so many different help desk software solutions available, deciding on the right option can be challenging. Choosing the best help desk software for your organization depends on your needs and goals. Consider the following factors:

Step 1: Define objectives and requirements

• Clearly outline your goals and gather detailed requirements for your help desk solution.
• Determine your current challenges and where you need help.
• Consider factors like team size and specific features required, like ticket management.
• Think about budget, integration needs, training requirements, and scalability.
• Decide between on-premises or cloud-based deployment options based on your IT infrastructure and security requirements.

Step 2: Research your options

• Ask other businesses and your professional network for recommendations.
• Consult industry experts and analysts to get professional recommendations and insights.
• Research customer reviews and evaluate the quality of vendor support from reputable sources, like G2 and Capterra.

Step 3: Evaluate the key features

• For each potential solution, review the key help desk features, such as:
  • Ticket management
  • Multi-channel support
  • Knowledge base integration
  • Automation and AI capabilities
  • Reporting and analytics
  • Customization options
  • Integration with existing systems
• Participate in vendor demo sessions to get hands-on experience and ask pertinent questions.
• Create a shortlist of software to test.

Step 4: Test the software

• Take advantage of free trials or demos to assess the software’s suitability for your team.
• Involve users and customers in the testing process.
• Look for intuitive interfaces for both support agents and customers.
• Check data protection features and compliance with relevant industry standards.
• Mark each software against your criteria.

Step 5: Gather feedback

• Collect input from users who tested the software.
• Consider factors like ease of use and potential for growth.
• Compare pricing plans and consider the potential return on investment.

Step 6: Make your decision

• Compare your options based on features, cost, and team feedback.
• Consider both current needs and future requirements.
• Consider intangibles like customer support and vendor reputation.

AI and automation in help desk software

AI and automation have become integral components of modern help desk software, enhancing efficiency and improving customer support experiences. Here are the most notable ways AI and automation transform help desk operations.

AI-powered features

• Chatbots and virtual assistants: AI-driven chatbots provide 24/7 support, handling simple queries and freeing up human agents for more complex issues.
• Natural language processing (NLP): Enables systems to understand customer intent, facilitating more accurate and personalized responses.
• Intelligent ticket routing: AI algorithms analyze incoming tickets and automatically assign them to the most appropriate agent based on skills, workload, and priority.
• AI-assisted responses: AI suggests responses to agents, helping them draft replies quickly and accurately.

Automation capabilities

• Ticket management: Automated systems categorize, prioritize, and route tickets, streamlining the support process.
• Workflow automation: Software automates repetitive tasks like status updates and routine troubleshooting, reducing manual workload.
• Self-service knowledge base: AI-enhanced knowledge bases allow customers to find solutions independently, reducing ticket volume.
• Automated reporting: Systems automatically collect and analyze ticket volume, resolution times, and customer satisfaction data.

Benefits of AI and automation in help desk software

• Increased efficiency: Automation of routine tasks allows support teams to focus on complex issues, improving overall productivity.
• Faster response times: AI-powered systems provide instant responses to common queries, reducing customer wait times.
• Improved accuracy: AI helps maintain consistency in responses and reduces human error in ticket handling.
• Scalability: AI and automation enable support teams to handle higher volumes of inquiries without proportionally increasing staff.
• Enhanced customer experience: Faster resolutions and 24/7 availability improve customer satisfaction.
• Data-driven insights: AI-powered analytics provide valuable insights into support performance and areas for improvement.

Why choose monday service as your help desk solution

Built on monday.com Work OS, monday service offers several compelling reasons to choose it as your help desk solution.

• Smart automations and AI: The platform leverages AI to streamline service operations, including automatic ticket classification, smart ticket routing, and an AI-assisted knowledge base.

• Customization and scalability: The no-code, low-code functionality allows easy customization and scaling of service operations without requiring expensive developer or implementation costs.

• Versatility: The multi-channel support allows users to communicate via the portal, email, or online form.

• User-friendly interface: The intuitive user interface and out-of-the-box solutions enable quick setup and fast time to value.

• Cross-team collaboration: The platform facilitates seamless connection between service desks and other departments, replacing messy email threads with in-platform communication.

• Self-service options: It enables customers to solve common issues independently, allowing agents to focus on critical problems.

• Performance monitoring: The platform allows tracking of entire service operations to detect issues early and identify areas for improvement.

• Comprehensive enterprise service management: It provides a unified platform for managing service desks, data, tools, projects, and resources across the organization, maximizing resources and efficiency.

These features make monday service an attractive choice for companies of all sizes looking to deliver exceptional service with reduced friction and improved efficiency. Start your free trial with unlimited tickets and workflows.

Try monday service