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6 Free Help Desk Software Solutions That Work

freeEfficient help desk software means the world to an organized business, especially if we take the IT team into consideration. Using its functionality, a business manages to simplify interactions and to get rid of pesky manual processes, such as answering calls and logging problems which consume about 40% of time and labor effort.

The stronger the help desk system is the more valuable and productive the key areas in your business will become. Observed from a broader perspective, outgrowing manual efforts keeps even end-users satisfied, and it is pretty convenient for preventing issues from falling through the crack. Basically, implementing a help desk system stands for standardizing your reporting procedure, identifying common cases, and building a historical self-base which clients can access to log their own jobs before loading the burden entirely on your IT team’s shoulders.

No business would refuse to enforce their workflow in such way, knowing that issues will be solved in no time, multitasking will become smarter, trouble tickets will be tractable, and one will be able to prioritize between tasks. The challenge, however, is to discover a ‘One-can-do-it-all’ tool, and to make sure it won’t affect your budget anyhow. Challenge is the most appropriate word for such experience, as most free programs want to excite you, and then see you fold in order to push you towards their ‘supposedly more efficient’ paid plans.

Our goal here is not to excuse IT staff, but to help you replace sluggish customer service with meaningful know-how for the mutual benefit of your business and your customers. For the purpose, we narrowed the choice down to six best free help desk software solutions that break the cost barrier, and effectively organize your information and IT processes. Some of them are only available for free, while others offer a lifetime freemium package in addition to paid plans.

1. Freshdesk

freshdesk1

If you’re looking for top notch customer service software that offers a free plan with respectable functionality, Freshdesk is your solution. Freshdesk is currently one of the best help desk software in our review base. 

The free plan offers unlimited knowledge base for three agents, phone and email support. The natural environment of Freshdesk is small businesses with temporary growth of demand that want to work with robust enterprise-grade feature suite without paying for it. Its main principles are seamless organization, smart automation, collaboration, and tight 3rd party integration, which push it to the top of the SaaS list even among premium software solutions. You can easily sign up for the free Freshdesk plan.

The system works on the base of advanced SLA policies to prioritize between customer inquiries. It efficiently transforms tickets and emails into usable database articles and has a mobile-friendly website. It’s also available in 16 different languages. As such, the software can solve many business problems, mainly related to managing uncontrollable email communication, strengthening in-house team collaboration, categorizing, prioritizing, and effective multitasking.

Its phone support boasts unique and extensive integration, as it takes about 15 minutes to set up a call centre in one of the 37 countries where Freshdesk is available. The workflow is eased by localized phone numbers, call routing, transfer and allocation, and customizable IRVs. Freshdesk is also a highly customizable multi-product solution, whose creative email notifications help agents deal with tickets on time, and maintain a support portal storing relevant pieces of knowledge for customers to access. If you want to learn more about the software and its capaiblities read our Freshdesk reviews.

Detailed Freshdesk Review

2. LiveAgent

LiveAgent dashboard

LiveAgent is a powerful helpdesk support platform that combines various features and channels into one user-friendly package. It aims to make customer support quick and easy by providing an easy-to-understand interface and workflow. That means you can focus on creating a high-quality experience for your customers. 

LiveAgent

LiveAgent

Try out LiveAgent with their free trial

It includes support channels such as chat, email, and social media so your customers can easily reach you at any time. Also, it comes with a self-service customer portal so your clients can access much-needed information without having to contact you.

The software also features advanced tools that will allow your small team to handle a large number of queries. You can create canned and predefine templates for those repeating queries. This saves your agents’ time so they can focus on more urgent and complicated issues. You can also develop predefined rules for automated ticket routing. It ensures that tickets that need special attention will be routed to the right person. You can also automate entire workflows that help your team solve tickets efficiently. 

The good news is LiveAgent offers a free plan that you can use forever. You can enjoy various features without any charges such as live chat, ticketing system, call center, and knowledge base. It also allows an unlimited number of agents on the platform. Of course, if you want to expand to longer ticket history, more integrations, social media channels and advanced features as described above, you can subscribe to their plans, which start at $15 per month. If you want to learn more about the application, you can read our detailed LiveAgent reviews.

Detailed LiveAgent Review

3. SpiceWorks

spice

SpiceWorks makes its services available for free regardless of the number of agents and admin accounts. There are no advanced upgrades and premium plans: the only version of the system is the free one! Hosting is free, maintenance is free, and tickets are unlimited!

Detailed Spiceworks Review

Why is Spiceworks one of the best free help desk software solutions? The main reason is it is probably the most powerful self-hosted, self-managed, and backed up help desk users are not supposed to pay for. Another distinctive advantage is that you get to use it immediately upon downloading it: complex set ups and implementation issues are out of the game.

The system was developed by an experienced IT support team, which is enough of a guarantee that you’re dealing with a tool that recognizes your needs and struggles. Ever since 2006, they’re investing in their unique communication channel, where specialists converge, interact, and provide expert opinions to tech vendors in order to improve their IT infrastructure. At the end of the process, issued tickets are stored in a robust knowledge base, and become part of your active contact directory.

The most recognizable features are user self-service, team management, IT asset management, ticket collaboration, multi-site support, and the integration with more than 150 apps that enables you to use add-ons for extended functionality. The recent versions include also multiple server monitoring services. You can learn more about the software in our Spiceworks reviews

4. Zoho Support

zohos

Backed up by a name that rings a bell, Zoho Support made it to the top of our list quite fast, not just because it is a component of a business-class toolset, but because it really works. The platform comes in three different payment plans, one of them being absolutely free and functional enough to suffice the needs of a small/mid-sized business.

Zoho Desk

Zoho Desk

Try out Zoho Desk with their free trial

Zoho Support is a smart choice for businesses that need a help desk solution, but are not willing to commit to a system that has to be installed on their local machines. The ones among you that are already using Zoho Products should definitely consider it. It offers access to unlimited agents, contacts and client management, and a very developed customer portals. Tickets are traced by products, categorized in smart solution folders and a robust knowledge base. Themes and widgets are customizable, and there are many add-ons that can extend their efficiency. Read more about the capabilities of the software in our Zoho Support reviews.

Detailed Zoho Desk Review

5. MantisBT

mantis

MantisBT is another open-source platform that doesn’t drain the pocket, famous for its unsurpassed capacity for tracking and managing bugs. The distinctive plus of using MantisBT is that it is PHP written, meaning that the interface is simple and intuitive, and there is a MySQL database for users to report their bugs, and administrators to handle them.

Detailed MantisBT Review

The platform is web based, suitable for Windows and Linux, and designed to meet GNU (General Public License) terms.  It ranks very high on the list of preferred systems, since it allows users to manage their own projects, and to stay in control of comments and issue resolution. Besides, the platform is very flexible, and empowered with full customization for issue fields and notifications.

There are few other recognizable features that keep this platform on the front page: change-log support that spreads from projects to sub-projects and categories, powerful reporting due to effective project management and time tracking, fully enabled word search, and powerful integrations (Wiki documents, for instance). Read more about the software in our MantisBT reviews.

6. NABD System

nabd

NABD is a comprehensive solution available in a free lifetime version that is fully functional, unlimited, and ideal for businesses from all scales and industries. It is cloud-hosted, with three major functionalities: backend ticketing, case management, and knowledge base storage. Thanks to NABD, you have many different support channels to keep customer engaged.

Detailed NABD System Review

From an admin perspective, NABD is precious for tracking customer support performance via different metrics, return on action (ROA), and customer feedback. NABD works with ISO 10002 Quality Management System, and e prescribed customer lifecycle to prioritize internal processes and customer needs. The BMP engine is fully integrated, and there is a unique communication tool with sentiment analytics to help agents collaborate both across traditional and social channels.

The platform is also available in the form of a responsive mobile app, and offers 24/7 customer support. You can read more about the software in our NABD System reivews.

Christopher Robinson

By Christopher Robinson

Christopher Robinson is a senior productivity research analyst who specializes in optimizing online collaboration and project management using Scrum and agile approaches. In his work, he always emphasizes the need for distributed work training and the formation of efficient work habits. His work was mentioned in various business publications, including Entrepreneur and InfoQ. He’s a strong proponent of the GTD model. He has been cooperating with the FinancesOnline team for 5 years now, and his publications always focus on practical aspects of productivity tools that can have an actual, transformative impact on a company.

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FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Please note, that FinancesOnline lists all vendors, we’re not limited only to the ones that pay us, and all software providers have an equal opportunity to get featured in our rankings and comparisons, win awards, gather user reviews, all in our effort to give you reliable advice that will enable you to make well-informed purchase decisions.

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