Top Open Source Help Desk Software Compared

One of the most significant components of running any business is query and support management to aid customers with issues related to products and services.  This turned out to be more complicated as customers resorted to social media or the internet as a source to convey their issues and queries.

But in present days, businesses have an efficient and convenient tool termed as Open Source Help Desk Software tools to eradicate all the clutter and complications and make customer support and query management extremely simple.  In this blog, let’s have a look at the top open-source help desk software that makes your customer service operations efficient.


Top 12 Open Source Help Desk Software Compared

A Help Desk Software tool is essential for an enterprise or a business and must be one of the first factors they should consider.  All the intricate procedures become easier and it saves much resources and time, making the enterprise completely efficient. Supervisors and agents have massive support and relief with a helpdesk software tool in place.

This makes their desks clutter-free and their job to be much easier.  If you are new in the industry, being small scale or big scale, a help desk software is one of the prime things you must invest in and download.  The table below depicts top open source help desk software compared:

Software Website Best Known For
Spiceworks https://www.spiceworks.com/ Ticket management – both, basic and advanced
osTicket https://osticket.com/ Agent collision avoidance
HelpDeskZ https://www.helpdeskz.com/ PHP-based scheme software
The Cloud Tutorial https://www.thecloudtutorial.com/ Completely customized platform
Zoho Desk Demo https://www.zoho.com/desk/trial-room.html Private knowledge base
Hesk https://www.hesk.com/ Lightweight
ProProfs Help Desk https://www.proprofsdesk.com/ Collaborative email
HelpSpot https://www.helpspot.com/help-desk-software/ Unlimited customized fields
Zammad https://zammad.com/en Supports full-text examination
Jira Service Desk https://www.atlassian.com/software/jira/service-management/features/service-desk Embeddable widget and email integration
UVdesk https://www.uvdesk.com/en/ In-app and API notifications
Freshdesk https://freshdesk.com/ Scenario automation

12 Best Open Source Help Desk Software

Let’s understand in depth the features, advantages, and disadvantages of these 11 best open source help desk software. 

  1. Spiceworks

    Spiceworks

    SpiceWorks, a help desk software tool, is one of the most simplistic and basic tools available.  But being elementary does not state that it does not have progressive features.  SpiceWorks brings an exceptional ticket management system that is responsive and fast.  It has multi-platform and multi-site support which is very appropriate.

    The notification and reporting system is automatic and can be modified as per the needs.  SpiceWorks supplies an enormous knowledge base that aids in repeated query management and FAQ integration.  The function named ‘Exchange Integration’ helps administer all the functions and points of action at the same time. 

    This tool is appropriate for a new business owing to its simplistic scheme but innovative features.

    Top Features:

    • Tailor-made dashboard
    • Active directory incorporation
    • Multiple site support
    • Instant mail and mobile integration
    • Efficient knowledge base
    • Exchange integration
    • Automated and custom reporting

    Pros

    • Simple customization
    • A completely free tool with the diverse and vast user community
    • The feature of Inventory scanning sanctions doing PC search easily and quickly
    • Active directory users can be handled with much ease

    Cons

    • The Mac version is not available
    • It supports MS Windows only. So, if you have a Linux, then it is not compatible
    • If your company requires a comprehensive suite, then this tool might not fulfil all your requests efficiently
  2. osTicket

    osticket

    osTicket is an open-source support ticket system that is widely utilized.  It impeccably integrates queries made via phone, web-based, and email addresses into an easy to use and simple multiple-user web based interface.

    osTicket has an effective SLA management scheme along with Agent Collision Avoidance characteristic which is extremely time-saving.  Its Dashboard is much simpler and has real-time reporting and notification functions. 

    Top Features:

    • SLA administration
    • Customer support portal and custom forms
    • Configurable automated reply scheme
    • Dashboard monitoring and reporting
    • Internal comments on tickets
    • Help center
    • Transfer, filtering, and ticket assignment

    Pros

    • Continuous modification and update
    • osTicket is free to employ
    • Developed utilizing MySQL database and PHP language
    • It is scalable and secure, as it utilizes a LAMP stack
    • It has a huge community that functions together

    Cons

    • It does not follow framework construction, hence, customization can be a bit difficult
    • Not using a composer based structure for dependent administration
    • They do not have any tailor-made workflow organization
    • There is no app for the eCommerce and marketplace yet
    • You require to form again and again for every customization
  3. HelpDeskZ

    helpdeskz

    HelpDeskZ is an open-source, PHP-based, and free help desk ticketing software tool that provides an array of characteristics.  Its dashboard is very streamlined and it loads various processes and functions on a unique screen.  The mail and messaging functions are very expedient as well due to mechanized pipelining.  Its multilingual proficiency is very useful.

    The personalization trait is extremely useful for supervisors and agents which permits them to customize their dashboards and they can also modify message templates and dashboard fields.  HelpDeskZ is one of the most simplistic and convenient open source help desk software tools.

    Top Features:

    • Query management and bulk actions
    • Personalization
    • Multi-lingual
    • Custom templates and fields
    • Well-organized knowledge database
    • Grouping function
    • Canned replies
    • Mail and message piping

    Pros

    • HelpDeskZ offers email piping
    • It has a separate twig for template personalization
    • It provides multi-language support

    Cons

    • Configuration takes some time
    • Limited branding choice
  4. The Cloud Tutorial

    TCT

    An eminent knowledge base, The Cloud Tutorial, aids you deliver remarkable customer support and permits your clients to search for answers quickly.  You can make a user-friendly FAQ site and customize your help center effectively.

    You can enhance the agility of your app by amending the FAQs with just a few clicks.  You can administer your complete user experience, add videos, images, text, and graphics to give reasonable answers.

    Top Features:

    • Data-driven business resolutions
    • Expend less time replying to questions
    • High-end functionalities               
    • Advanced automation
    • Deliver matchless customer support

    Pros

    • User-friendly interface
    • Self-service portal
    • Customize theme, domain, contact form, and fonts
    • Generate content and documents on-the-go
    • Segregate data by category and sub-category

    Cons

    • Customization requires some time
    • Social media integration is required

    Build an advanced knowledge base for your customers and give them answers fast – real fast.

    Take your app and help center to the next level with The Cloud Tutorial.

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  5. Zoho Desk

    Zoho Desk

    Zoho Desk is a cloud-based customer service solution and help desk.  It has a free version that offers ticket and agent tracking, an email ticketing system, SLA administration, knowledge base management functionalities, and a community forum for around three agents.

    The USP of its free version is the reporting methodology.  It provides an agent dashboard, manager dashboard, and ticketing system that offer the managers a comprehensive view of customer support processes.

    The users can upgrade to paid plans – Standard level, Professional level, and Enterprise level plan.  These plans deliver advanced traits such as custom ticket templates, advanced reports, and social media ticketing.

    Top Features:

    • Email ticketing
    • Help center
    • Pre-defined SLAs
    • Customer management
    • Multiple language helpdesk
    • Macros
    • 24*5 e-mail support system
    • Mobile apps

    Pros

    • Permits a huge range of integrations
    • You can structure a community forum
    • The knowledge base can be formed easily

    Cons

    • Customization and configuration takes some time
    • The ticketing system has possibilities for some additional improvements
  6. Hesk

    Hesk

    Hesk is a help desk software that is secure, user-friendly, and fast.  It is utilized to receive, organize, resolve, and track issues registered by customers.  It supports the formation of a knowledge base to diminish the quantity of customer support requests by issuing access to the end-users. 

    It also supports a distinctive location to manage all ITSM resolutions for IT support.

    Hesk allows every IT task to be administered from a single point of access with robust automation and ticket management tool options.  Tickets can be organized and prioritized into categories. 

    Top Features:

    • Ticket categorization and prioritization
    • Canned responses
    • Efficient knowledgebase
    • Ticket templates
    • Staff accounts and their restrictions

    Pros

    • It provides customized status
    • Efficient help desk
    • It possesses a LAMP stack
    • It has an intuitive UI/UX interface
    • Tailor-made data fields
    • Prioritizes and categorizes all the tickets

    Cons

    • The user community is not so wide
    • There are a lack of professional characteristics
  7. ProProfs Help Desk

    Proprofs

    ProProfs Help Desk is a customer service tool that aids support teams to resolve and track customer requests and queries.  Rapid ticket resolution is the prime reason why any company requires to utilize help desk software.  It also assists companies to provide superior customer support.

    This cloud-based software permits supervisors to monitor customer issues, queries, bugs, and issues.  No tickets are left unattended, unresolved, or missed.  The agents resolve queries aptly; sending consumers responses timely.

    Top Features:

    • Shared inbox
    • The issue tracking can be conducted in one place
    • Ticket prioritization
    • Rule-based automated messages and canned responses

    Pros

    • Prioritize, solve, and track customer queries in real-time
    • Shared inboxes for co-operative teamwork
    • A reliable and scalable solution
    • No missed, unattended, or unresolved tickets
    • Real-time customer surveys and NPS
    • In-built knowledgebase
    • Optimized for cellular phones
    • Tracking and monitoring performance of agents

    Cons

    • Require social media incorporation
  8. HelpSpot

    Helpspot

    HelpSpot, being a ticket management scheme, provided every essential trait without unwanted things that you do not require.  It is certainly possible for consumers to generate tickets through a user portal or to get tickets produced through emails. 

    It is also possible to have a sidebar on a website and have several options programmed hassle-free powerful APIs. It sanctions common ticket management traits like detection of multiple agents functioning on the same ticket, creating custom views, and executing controls with permission.

    Top Features:

    • Workflows with triggers and rules
    • Serve up to three agents
    • It provides unlimited tickets
    • Has the capacity to attend unlimited customers
    • Effortless reporting

    Pros

    • Efficient knowledge management
    • Easy automation
    • Enhanced self-service portal
    • Effective ticket management
    • Competent APIs and integrations
    • Easy to install

    Cons

    • The ticketing interface has scope for additional developments
    • Standard reports can be upgraded
  9. Zammad

    zammad

    Zammad is an open-source, web-based helpdesk support system.  It provides a multitude of characteristics for managing consumer communication.  Its user interface is attractive and modern.  It has been reformed from scratch and can be utilized by any user without prior training easily.

    The interface is applied as a web-based app with JavaScript, HTML5, and CSS, which states that the app works in the browser – the data is exchanged over the network.  In version 3.0, Zammad was extended by a knowledge database.

    Top Features:

    • Has flexible text modules
    • Supports auto-save
    • Instantly reports deviations to the objects
    • It is auditable
    • Supports setting client solution time limit or individual escalation
    • Supports several security mechanisms like two-factor-authentication and device-logging
    • Permits for the formation of distinct overviews
    • Provides support to external authentication via Facebook, Twitter, or LinkedIn
    • Delivers a customer interface to track the current editing at any given time

    Pros

    • Updated documentation
    • Developed using Ruby language
    • They have a large and active community
    • Incessant updates make it more popular

    Cons

    • This is not developed on PHP
    • Developers require to learn Ruby for customization, though they provide API for PHP
    • Slightly complicated to set-up
  10. Jira Service Desk

    Jira

    Jira Service Desk aids the teams in incident management, service requests, changes, asset management, and problems with a configurable workflow.  It permits support teams to customize the manner they manage all procedures in a fluid workflow. 

    Moreover, there are many incorporations with third-party software solutions.  The free version of Jira provides 3 agents with an infinite customer limit, making it a great plan for small support teams and solo agents.

    Top Features:

    • SLA management
    • Queues
    • Analytics and reporting
    • Automation
    • Multi-project and global automation
    • Multiple language support
    • 2 GB file storage
    • Apps and integrations

    Pros

    • Webhook with Git states that you can see all commits
    • Labels permit all the benefits of tagging-oriented organizing
    • The front end is extremely fast
    • No issues on integrating with Confluence and BitBucket
    • Simple single-sign-on integration

    Cons

    • A command-line interface would be apt for power users only
    • Workflow edits are not protected from inconsistencies or errors
  11. UVdesk

    UVdesk

    UVdesk, a modern help desk software tool, makes a business running unconditionally clutter-free.  Its unified social media integration and multi-channel support is fairly a boost over other types of help desk software solutions.  Mail and task management is very convenient and easy to use.

    Top Features:

    • Responsive designs
    • Priority and SLA administration
    • Multi-lingual
    • Inbuilt knowledgebase
    • Ticket merging and ticket rating
    • Agent collision evasion
    • Canned responses and custom forms

    Pros

    • Ticket administration
    • Insightful reporting
    • Proficient branding
    • Efficient knowledgebase
    • Has automated workflow
    • Provides ticket tags

    Cons

    • Scope for improvement in reporting structure
    • Spam messages cannot be identified efficiently
  12. Freshdesk

    freshdesk

    Freshdesk is a multichannel and cloud-based help desk solution for enterprises of all sizes.  The free version contains social media ticketing for Twitter and Facebook, email ticketing, reporting, and knowledge base management.

    The USP of Freshdesk’s free version, known as Sprout, is the support for infinite agents.  This plan provides ticket trend reporting, which permits agents to track the status of their closed and open tickets timely.

    Top Features:

    • Agent collision detection
    • Team inbox
    • Ticket field suggester
    • SLA management
    • Canned responses
    • Custom ticket status

    Pros

    • Delivers intuitive web and mobile interfaces
    • Self-service trait
    • Apps for iOS and Android
    • Sprout plan permits unlimited users for free

    Cons

    • Customization of the dashboard has limits
    • Spam message cannot be discovered easily
    • Standard reports can be enhanced

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Open Source Helpdesk Vs Free Help Desk Software

An open-source ticketing system or an open-source help desk is easily accessible for anybody to inspect, download, and enhance.  While a free help desk helps in managing the life cycle of service requests or incidents raised by the end-users.

With The Cloud Tutorial, you can get assistance in administering the timeliness and quality of services provided to the users.  It allows every user to solve common problems and lessens the help the workload of desk technicians.

Our verdict:
A free help desk software is better than an open-source one in terms of inbuilt automation and functionalities.  It is more advanced, budget-friendly, and safer.  It permits the managers to be more influential, customers to be more powerful, and agents to be more efficient.  It is completely user-friendly and easily customizable.


FAQs

Help Desk Software is a cohesive set that automates consumer services and permits businesses to reply to customer queries and concerns in a short period. These are tools that are intended to offer the end-users or customers support and information related to services and products to provide guidance about product usage or troubleshoot problems.
A customer support software or a support helpdesk is utilized by the support teams to assist out external consumers. It is generally a ticketing system that translates customer enquiries from dissimilar channels into varied tickets. A service desk or an IT help desk is employed by IT professionals to aid all the internal employees.
A help desk is the chief point of interaction for employees and customers alike. Consumers require answers and they resort to the help desk. When the employees require someone to upgrade the security on a laptop, give them access to a new system, or troubleshoot a printer, they make use of the help desk.

Conclusion

The above-mentioned list is the top open-source help desk software tools and any of them would make your enterprise systematic and efficient.  Contact The Cloud Tutorial to get advanced features, a mega knowledgebase, and a huge agent base that can make your business function smoothly.

Help desk software tools are sure to render efficiency and thereby, profitability to the businesses.  The consumers also find numerous points of contact with the usage of help desk software tools which allows them to interact businesses with their desired form of medium.

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