Best Help Desk Software 2021 (Including Free Options)

Fact: 31% of the customers believe that good customer service comes with appropriate assistance from a knowledgeable representative. (Source)

Customer experience plays a significant role when it comes to driving the success of your business. In fact, do you know that around 90% of Americans make use of customer support as a deciding factor when in dilemma whether or not to purchase from a particular company?

With this, many organizations are working hard to improve customer satisfaction by providing the best services to the customers. Therefore, many of the companies are opting for the best help desk software that not only enhances business productivity but boosts customer satisfaction as well.

But, which is the best software to opt for?

We have listed top help desk software solutions to choose from considering their features, ratings, and requirements.

Best Help Desk Software Solutions Compared

Help Desk Software Ratings Features
  • Fully customized platform
  • Data segregation
  • SSL support
  • Smart contact form
  • Typo detection
  • Password-protected articles
  • Multiple Roles
Salesforce Service Cloud
  • Agent workspace
  • Case management
  • Knowledge management
  • Service process automation
  • Omnichannel routing
  • Service analytics
Zoho Desk
  • Ticket management
  • Zia
  • Self-service portal
  • Agent productivity
  • Extensibility
  • Customization
  • Security
  • Remote customer service
  • Automating routine workflow
  • CRM/ERP integration
  • Clean user interface
  • Flexible pricing
JIRA Service Desk
  • Intuitive UI
  • Service desk performance metrics
  • Complete transparent Jira dashboard
  • Ensure real-time collaboration
  • Real-time reporting
  • Automating & tracking key tasks
  • Employee’s self-service portal
  • Robust analytics for informed decisions
  • Better UI
Jitbit HelpDesk
  • Easy to set up
  • “Email First” helpdesk
  • Robust and amenable
  • Mobile helpdesk
  • Help desk automation
HubSpot Service Hub
  • Impressive feedback surveys
  • Ticketing system
  • Effective knowledge base
  • Hubspot conversations integration
  • Analytics & reporting
  • Asset management
  • Integrated IT Service Management platform
  • Self-service portal
  • Problem management
  • Help desk analytics dashboard
  • Activities tracker
  • Automating time tracking
  • Ease in report creation
  • Customizable live chatbox
  • Supports smart routing
  • Workflow automation
  • Mobile support

11 Best Help Desk Software Solutions: In-Depth Review

  1. CloudTutorial



    Best for: Creating FAQ page, user manual, and knowledge base

    Rating: 4.3/5

    CloudTutorial is one of the top help desk software solutions that provide efficient customer support by allowing your customers to quickly and efficiently find their answers.

    The Cloud Tutorial’s primary objective is to provide you with a knowledge base platform that helps to deal with knowledge management to a great extent. This help desk software allows you to create a user-friendly FAQ site quickly. Very quickly.

    With its innovative knowledge-sharing capabilities, The Cloud Tutorial helps users create and share knowledge with their customers with ease. It’s not just any ordinary knowledge base product but an advanced and feature-rich service provider for sharing knowledge, thereby enhancing the customer contentment to a great extent.


    The Cloud Tutorial is an ideal help desk platform for 

    • Companies with 50+ employees who have to manage everything with a minimum effort
    • Startups who want to focus on innovation and growth
    • Agencies who want to provide the best service to their customers
    • Small-scale firms who want to stop answering repetitive questions

    Do you know that about 70 percent of customers prefer to use a company’s website to get answers to their questions rather than use a phone or email?
    The most exciting part of this help desk solution is that it comes up with an attractive editor that works similarly to Word. You can drag and drop your company’s brand logo and other branding themes or perform the layout customization by updating the HTML/CSS files if coding is your Forte!  Just save it once you are done, and no need for any specific coding skills.

  2. Salesforce Service Cloud

    Salesforce Help Desk

    Salesforce Service Cloud

    Best for:Businesses in need of a service-as-a-software solution for CRM.

    Rating: 4.4/5

    Salesforce Service Cloud is an interactive help desk software that provides your customers with the information and support they need. It is a customer relationship management (CRM) platform that offers customer service and support applications to customize to fit your business needs.

    With Service Cloud, the organizations can choose the perfect communication way to reach their customers —by email, phone, social media, online communities, chat, text, and more.

    This cloud-based help desk software enables the users to automate service processes, workflow streamlining, and find experts to support customer service agents. Moreover, the agents have all the tools they need to respond efficiently to customer questions and requests. 

    Service Cloud fosters one-to-one marketing relationships to boost agent productivity. This help desk software possesses a strong ability to listen and respond to customers by automatically routing the case to a particular agent.

    The most exciting part of this help desk software supports the Salesforce Community Cloud integration, providing interactive communication channels for customer service agents and customers.

  3. Zoho Desk

    Zoho Help Desk

    Zoho Desk

    Best for:Customer-focused companies with a large volume of frequent customer interactions.

    Rating: 4.5/5

    Zoho Desk serves as one of the best help desk software that supports multichannel capabilities. This customer service software provides interactive IT support and helps desk solutions to small and mid-size businesses (SMBs).

    Zoho desk is an ideal choice for businesses that are looking to enhance business productivity and customer satisfaction. IT/ITES, enterprise, Telecom, SaaS, and SMB are the core businesses that use Zoho Desk on a large scale.

    Zoho desk offers substantial potential to deal with help desk solutions’ capabilities to enhance business productivity. Some of the best capabilities are omnichannel communication, better workflow automation, integration with third-party applications, and a responsive self-service portal.

    Zoho desk typically follows a robust ticket management solution. Generally, the tickets are created using a customer service portal, email, or social media platforms like Facebook and Twitter. With its unique ticketing system, service agents can easily view the customer’s previous history details.

  4. Freshdesk

    FreshWorks Help Desk


    Best for:Businesses to provide remarkable customer service.

    Rating: 4.5/5

    Freshdesk is a cloud-based help desk solution that makes customer communication easy for both customers and organizations. It works on both Windows and Linux OS and supports multi-channel capabilities that help the customer stay connected across different channels.

    Freshdesk is solely responsible for streamlining the customer conversations that initiates from multiple sources into one centralized location. This brings insurance that customer service agents don’t have to shuffle between different tools for multi-channels.

    With its integrated game mechanism, Freshdesk supports ticketing systems as chances for agents to score points. Support managers can easily set up quests for agents to complete specific tasks like filling up the organization’s knowledge base on a large scale.

  5. JIRA Service Desk

    Jira Service Desk

    Jira Service Desk

    Best for:Businesses looking to eliminate silos

    Rating: 4.4/5

    Jira Service Desk is a service desk software that helps the organization enhance business productivity using responsive IT support, service, and customer support teams. Jira service desk is solely responsible for handling everything related to IT and support teams like service request, incident, problem, and change management.

    Jira’s service desk integrates with Jira Software that helps IT and development teams work better together to improve business efficiency to a great extent. Users can connect service desk tickets to Jira Software issues and get to the root cause of problems before they escalate.

    Jira service desk strives to provide a unified view of work by tracking, triaging, and assigning multiple incoming requests from various sources using queues and SLAs. Moreover, it provides a conversational ticketing system that helps your employees to seek help directly from Slack, and agents eventually track all the vital information they need in Jira service management.

    Jira service desk typically brings IT and development teams to work together on one platform, which, in turn, becomes relatively easy to deal with perfect team collaboration. Such collaboration helps the employees to report incidents or issues as they come and drive them to the correct representative to solve them. 

  6. Zendesk

    Zendesk Help Desk


    Best for:Businesses to improve customer relationships.

    Rating: 4.4/5

    Zendesk is a cloud-based help desk software that provides an impressive way to deal with customer service that offers omnichannel support. All the customer interaction across phone, chat, email, social media, and any other channel come together, all in one place.

    With its practical, time-saving tools like triggers and automation, Zendesk helps organizations to streamline customer support to a great extent. Zendesk usually contains in-built support desk software that is helpful for customers and service desk agents. 

    Zendesk software helps the organizations to enable ITIL processes without the typical ITIL tool complexity. Moreover, this help desk solution contains more flexibility and analytics that provides your help desk system to facilitate continuous improvement indeed.

    Zendesk is a unique help desk solution that offers a customizable front-end portal, live chat features, and integration with Salesforce and Google Analytics. Zendesk is an ideal choice for a wide range of vertical markets, including technology, government, media, and retail, from small to large.

    Zendesk offers a feature-rich ticketing system that helps your service agents keep track of the customers’ tickets. So, the customers just need to go through the existing tickets to find answers based on their queries. 

  7. Jitbit HelpDesk

    JitBit Help Desk


    Best for:Startups and small self-funded companies and big enterprises.

    Rating: 4.6/5

    Jitbit helpDesk is a ticketing software that helps the customer support team deliver the best services.

    This helpdesk software allows you to track the customer’s requests with full customization options and easily integrates with your mailbox. It supports both “on-premise” versions as well as SaaS one.

    Jitbit helpdesk software provides an interactive solution to your customers by finding answers they need with searchable FAQ and Knowledge Base with built-in analytics.

    With its self-service web portal, Jitbit allows you to track their tickets, submit new requests or chat directly with a help desk agent.

  8. HubSpot Service Hub

    Hubspot Help Desk

    Hubspot Service Hub

    Best for:Growing businesses build their ideal customer experience.

    Rating: 4.4/5

    HubSpot introduced a new customer service software named Service Hub with a primary aim to deliver better services to the customers. This help desk management software is built to help service teams manage, make a connection, and truly understand the customer’s issues.

    The primary objective of Service Hub is to help organizations to turn average customers into active promoters and enhance business strength and productivity. This help desk software helps the marketing, sales, and service team to share a single view of the customer and improve the customer experience to a great extent.

  9. Freshservice

    Freshservice Help


    Best for:MSP’s, financial organizations, educational institutions, and several government organizations.

    Rating: 4.5/5

    Freshservice is a cloud-based service desk and IT service management (ITSM) solution specifically designed using ITIL best practices to help IT organizations focus on exceptional service delivery and satisfying customer.

    Currently, Freshservice is the help desk software that serves industries like SMB, mid-market, and enterprise customers worldwide. The primary reason users use this help desk solution is the ease of use, speed of setup, customer service, and affordability.

    Freshservice is configurable and customizable to meet customers’ requirements and easily integrates with other business and IT help desk systems with its intuitive UI. 

    Google Apps, Dropbox, AWS, and Bomgar are the most widely used cloud services that support integration with Freshservice help desk software to enhance the service deployment on a large scale.

  10. HappyFox

    Happyfox Help Desk


    Best for: IT, Customer Service, Operations, Facilities, HR, Marketing and Finance teams.

    Rating: 4.6/5

    HappyFox is a cloud-based help desk software that supports essential features like ticketing, asset, task, and knowledge management. 

    Happyfox allows you to create recurring tickets or use additional automation features to enhance support response time drastically. Moreover, it plays a vital role in minimizing chaos and bringing order to your support process with a robust support ticket system, self-service knowledge base, and community forums.

    HappyFox is easy to set up and offers an intuitive interface. With this help desk software’s help, you can deal with various aspects like canned responses, bulk actions, work schedule, ticket templates, smart rules, and beautiful real-time reporting.

  11. Bitrix24

    Bitrix 24 HelpDesk


    Best for:Small businesses and remote teams to have better communication with each other.

    Rating: 4.0/5

    Bitrix24 provides free help desk software that allows you to host live chat features into your organization’s website directly.

    Bitrix24 is a multifunctional platform with Live chat, a website widget, and over 35 tools inside the help desk software. Moreover, it is a CRM system with an omnichannel Contact Center using various communication channels like telephony, email box, social networks, and popular messengers.

    Bitrix24 is an inspiring help desk software that works on the core CMS like WordPress, Joomla, Drupal, WooCommerce, Shopify, etc. It becomes relatively easy for you to add to your public pages and receive recommendations if any. Live chat is fully customizable and can be used for multiple purposes, as well as web forms.

The help desk allows you to bring all support interactions on a single platform and help your agents organize, assign, filter, prioritize, escalate, and resolve issues faster.
Generally, there are two types of help desk solutions: On-Premise Help Desk and Web-Based Help Desk.


Which help desk software suits the best for your organization’s needs?

You will come across many help desk software to enhance customer satisfaction, but the best help desk software solution is the one that supports an easy-to-use platform.

To make it easy for you, we have highlighted some of the best help desk software solutions. You must select the help desk that allows you to measure customer satisfaction and make them happier than ever.

 CloudTutorial is the best software solution that deals with a knowledge-sharing platform and provides self-service options in FAQ-based solutions.

Ready To Try Our Knowledge Base Software?
Go with CloudTutorial or waste 100’s of $$$ on clunky tools with features that you don’t even use