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Budget constraints preventing you from buying a help desk tool? Check out these top-rated free software options.
As a customer service manager, you may be aware of the multiple benefits of help desk software. The software makes your ticketing process highly efficient, drastically reducing the time to resolve customer queries.
However, budget constraints may keep you from purchasing a help desk solution. It’s not always easy to justify the software’s return on investment (ROI) to your stakeholders, investors, or employees. This puts you in the tough spot of wanting to improve things but being unable to.
If you identify with this situation, there’s an alternative. You can try out any of the free help desk solutions on the market. Now, we understand that “free” software might give you some concerns, such as lack of product documentation and potential data breaches. For these reasons, you need to vet the vendor and their offering before implementing it.
By thoroughly researching the free solutions on the market, you can find a tool that meets your long-term business needs and doesn’t create any problems. This article will help you do just that.
Web Help Desk Free is a ticketing solution dedicated to the Mac platform. The software offers a web-based client interface that has no footprint at all. Therefore, it shares users across all the platforms. The software offers a complete solution for support ticketing and requires Mac OS X 10.6 and above. Spiceworks – Help Desk. Event ticketing software systems that support multiple sales channels (which are most systems on the market) offer features that correspond with each channel. These same features are tied to a common back end so that prices automatically update across all channels and customer profiles are able to be looked up across all channels.
We researched and analyzed about 100 free help desk solutions on Capterra to provide you the six best options. We’ve listed them in alphabetical order.
What does “best” mean? Each of the six tools included in this article has a minimum user rating of 4.0 in the past year. You can find our full methodology here.
6 Help Desk Solutions for Customer Support Teams
Jump to:
ConnectWise Control
Deskero
Freshdesk
ManageEngine ServiceDesk Plus
SysAid
Zoho Desk
1. ConnectWise Control
ConnectWise Control is a help desk and customer support solution for small and midsize businesses (SMBs). The software can be deployed on the cloud and on-premise.
Its free version supports one technician and up to three customer agents. It allows agents to connect with one customer at a time and resolve the customer’s query.
ConnectWise Control users can upgrade to four plans: One, Standard, Premium, and Access Only. These plans allow agents to connect with more than one customer at a time. These include features such as file transfer, customization, voice calling, video recording, and reporting.
Pros | Cons |
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Capterra reviewers said that ConnectWise Control is lightweight and easy to load, which allowed them to quickly connect to their customers’ devices. They noted that the tool’s remote control functionality made it easy for agents to resolve customer queries online. | Users noted that the mobile app interface isn’t easy to use and needs a revamp. Some reported having troubles while accessing the solution on Internet Explorer. |
Cost to upgrade: The One plan starts at $24 per month for one user.
Highly rated by: Small businesses. In the past year, about 88% of the reviewers on Capterra worked in small businesses (with fewer than 200 employees) that operated in IT services as well as computer and network security domains.
Mobile apps: Android, iOS
ConnectWise’s Android app for remote sessions (Source)
2. Deskero
Deskero is a cloud-based help desk and ticketing system for businesses of all sizes. Its Start plan is free for up to one agent and includes email ticketing, web portal support, knowledge-base, and multilingual controls.
The free version also offers customized branding, which allows users to incorporate brand logos and colors to the interface.
Users can upgrade their Start plan by paying $4 per additional agent (the first one is free). The other plans--Grow, Business, and Premium—provide access to paid features such as social network ticketing, automated ticket assignment, chat and feedback widgets, as well as time tracking.
Pros | Cons |
---|---|
Capterra reviewers find the tool’s social media ticketing functionality helpful as it lets them efficiently track customer complaints on social media channels. As the tool allows customizing ticket fields, buyers said that they were able to accurately capture customer data based on their business needs. | Users found Deskero’s standard reports to be limited and feel that it could include more in-depth reports. Some also mentioned that the mobile app was difficult to use and could be made easier to navigate. |
Cost to upgrade: The Start package is free for one user but charges $4 per additional agent.
Highly rated by: From 2018 to 2019, nearly two-thirds of Deskero’s reviews came from small businesses users, while the remaining were from large enterprises (with more than 1,000 employees). Teams using this tool the most were IT services and software development.
Mobile apps: Android, iOS
Ticket management in Deskero
3. Freshdesk
Freshdesk is a cloud-based multichannel help desk solution for businesses of all sizes. Its free version includes email ticketing, social media ticketing (only for Facebook and Twitter), knowledge-base management, and reporting.
Best Free Ticketing Software
The USP of Freshdesk’s free version, called Sprout, is the support for unlimited agents. The plan offers ticket trend reporting, which lets agents track the status of their open and closed tickets in real-time.
Freshdesk offers four other plans--Blossom, Garden, Estate, and Forest—which include features such as event-based triggers, service level agreement (SLA) management, chat and chatbot-based support, as well as surveys.
Pros | Cons |
---|---|
Capterra reviewers find the product’s interface (on the web browser and mobile app) easy to learn and use. They said that the knowledge base management functionality was useful as it let them build customer-facing, self-service websites on their own. | Reviewers feel that the product could include more customization options in the standard reports and dashboards. They also noted that the product wasn’t very effective in identifying spam messages. |
Cost to upgrade: $15 per agent per month for the Blossom plan.
Highly rated by: From 2018-2019, almost three-fourths of the reviews were from small businesses. The most reviews came from specific business verticals such as IT services, internet service providers, and software development.
Mobile apps: Android, iOS
OmniGraphSketcherConfigurations: Universal Binary; up to Snow Leopard; iPad version availableCurrent version: 3.8.4Price: Shareware, $80 educational, now open sourceListing updated: January 2017Software updated: UnknownAn amazingly quick and easy to use program for drawing instant, readable scatterplots and for drawing graphs by hand (without data). Written by Robin Stewart. Graph plotting software free.
Ticket management in Freshdesk
4. SysAid
SysAid is an IT service management and help desk solution for business of all sizes. The solution is available both as a cloud-based and on-premise deployment option.
Its free version is deployed on Windows or Linux servers and supports up to two agents and 100 end users. This version offers ticket management, incident management, workflow automation, knowledge-base management, and reporting functionalities.
The free version’s USP is its asset management functionality, which allows users to track IT assets and devices. It helps agents find assets easily, while handing queries that require hardware replacements.
If you want to manage more than two agents or more than 100 assets, you can upgrade to any of the three paid plans--Basic, Full, and À La Carte. In addition to all the free features, these plans offer configuration management database, SLA management, patch management, and multiple email boxes.
Pros | Cons |
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Capterra reviewers found the reporting functionality helpful as they were able to track their SLAs on a single dashboard. This helped them promote transparency in their customer handling processes. Also, the customizable ticketing and assets tracking functionalities were beneficial in tweaking the solution to suit their help desk processes. | Some buyers found the admin console’s user interface (UI) to be slightly outdated and said that it could do with an aesthetic revamp. Others noted that the setup and configuration of workflows could be difficult to implement for a non-technical user. |
Cost to upgrade: N/A
Highly rated by: From 2018-2019, 80% of the reviewers were from SMBs (with midsize businesses having up to 1,000 employees). Most of these reviewers were from financial services, software development, and IT services companies.
Mobile apps: Android, iOS
Incident reporting in SysAid
5. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT service desk solution for businesses of all sizes. The product can be deployed on the cloud or on-premise. Its free version, the Standard plan, offers incident management, a self-service portal, knowledge base management, and SLA reporting.
The free version’s on-premise version supports up to two agents, while the cloud-based version supports up to five.
ManageEngine ServiceDesk Plus’s USP is its incident management functionality, which combines incidents from different sources, automatically assigns incidents to agents, and marks incidents as high priority. This helps businesses respond as soon as an incident is reported.
Users can upgrade to two paid plans--Professional and Enterprise. They can also upgrade to the paid Standard cloud-based plan that allows more than five agents. In addition to the free features, the paid plans offer asset management, purchase and contract management, problem management, and change management functionalities.
Pros | Cons |
---|---|
Capterra reviewers found the updates timely, frequent, and helpful in improving product functionality. They said that the tool is easily customizable to their business needs. The software also | Some users noted that the search functionality doesn’t always provide accurate results, which can make it difficult to search for tickets using keywords. Buyers also said that it can take some time to fully set up the tool as one has to manually configure most of the functionalities. |
Cost to upgrade: $1,195 per month for 10 agents under the Standard plan.
Highest rated by: During 2018-2019, 83% of ServiceDesk’s reviewers were from SMBs. Most of them were from industries such as financial services, software development, and IT services.
Mobile apps: Android, iOS
Incident tracking in ManageEngine ServiceDesk Plus
6. Zoho Desk
Zoho Desk is a cloud-based help desk and customer service solution. Its free version offers email ticketing, ticket and agent tracking, SLA management, a community forum, and knowledge-base management functionalities.
The free version’s USP is the reporting functionality. It offers ticketing reports, agent dashboards, and manager dashboards that provide managers a complete view of the customer support operations.
Users can upgrade to two paid plans--Professional and Enterprise. These plans offer advanced features such as social media ticketing, custom ticket templates, and advanced reports.
Pros | Cons |
---|---|
Capterra reviewers found it easy to create knowledge base websites on Zoho Desk. They said that its standard integrations were helpful in connecting the help desk tool to their existing applications. | Some reviewers found Zoho Desk’s ticketing interface hard to navigate, which results in a long learning curve. They said that it took them time to configure and customize the features based on their needs. |
Cost to upgrade: $15 per agent per month for the Professional plan.
Highly rated by: From 2018-2019, 87% of reviewers were from small businesses. Most of them work in IT services, software development, and internet companies.
Mobile apps: Android, iOS
Ticketing dashboard in Zoho Desk
The final decision: Which free help desk solution should I invest in?
After you’ve reviewed this list of products, the next step is to select one that will best fit your business needs. The following steps will help you make that decision:
- Calculate the total cost of ownership for the upgrade plans, including training, implementation, and support costs. Check with the vendor to ensure that updating the product you choose is under/within your budget.
- Review the features in this list and select the ones necessary for optimum business performance. Eliminate products that don’t offer the essential features for your business.
- Compare the free usage limits of the products (such as the number of agents and available features) and shortlist products accordingly.
If you currently use a help desk solution or have any other products in mind, please let us know in the comments section below.
For more information on help desk software, you can check out the following resources: |
Methodology
This article was updated Aug. 13, 2019. Products considered for this article fulfill the following criteria:
1. Must be free
For the purposes of this article, we classified a product as free if:
- It offers a free, standalone version of the software.
- It is not a trial version of the software, in which you must purchase a paid version after a limited amount of time.
2. Must meet help desk software definition
The products that met the above criteria were then evaluated against our help desk software definition: Help desk software helps organizations manage internal and/or external ticketing by tracking and resolving support requests and incidents.
This check verified the basic help desk capabilities and appropriateness for the category. A product was classified as help desk software if it contained all the core features—ticketing, knowledge base, and communication.
3. Have minimum number of reviews
Software that met the market definition also needed a minimum of 10 reviews published on the help desk software category page between May 21, 2018 and May 20, 2019. Instagram direct on mac os app free download. During this period, the product’s rating should be higher than 4.0 as well.
Disclaimer
Nov 04, 2015 Download this app from Microsoft Store for Windows 10, Windows 10 Mobile, Windows Phone 8.1, Windows 10 Team (Surface Hub), HoloLens. See screenshots, read the latest customer reviews, and compare ratings for Video Rotate Flip Video. Feb 01, 2016 How to Rotate or Flip Videos in Mac OS X. This works to rotate or flip any video or movie file in Mac OS X, the newly rotated video will be saved as a new video file and will not override the existing movie unless you give it the same name. Open the video or movie file you wish to rotate into QuickTime Player in Mac OS X. Mac os app that can flip video horizontally 180 degrees.
The content in this piece provides the opinions and points of view expressed by users and does not represent the views of Capterra.
Looking for Customer Service software? Check out Capterra's list of the best Customer Service software solutions.
One of the most hectic parts of offering support has to be the ticketing. It is always important to consider a decent ticketing software so as to ensure all the challenges you might be facing are tackled in the most appropriate way and that your customers have the best service possible.
Related:
In this article, we will look at some of the best softwares available for the purposes of ticketing.
TicketSpice
TicketSpice is a ticketing software that promises to allow users and organizer make and keep more money. The tool is very powerful and yet very simple to use. It features a real-time dashboard with major analysis to let you keep track of your challenges in almost all aspects.
Free Ticketing Software
oSTicket
oSTicket is a ticketing software that is committed to ensuring excellent customer satisfaction in an attempt to guarantee repeat customers. This customer support platform is able to offer assistance to users from web forms, emails, and mobile devices. The service is simple, easy to use and convenient to all users.
Ticket Creator
Ticket Creator comes as a relief to the organizers and the technicians managing tickets. This software features an interface that is easy to use and one that consolidates all the information, thus making the process faster. It is centralized and greatly improves the efficiency of the team with multi-site support.
WebIssues
WebIssues is a ticketing software on the Linux platform. It offers a means of collaboration and support among teams and thus rendering them more productive. The tool is cross-platform, open source and offers a means of tracking tickets and tasks. It has a means of filtering issues for an effective and smooth resolving.
Other Platform
When you are choosing a ticketing software, it is always a great thing to consider the platform it rides on as well as the platform that you use. With this, the risk of having to purchase new hardware is eliminated. At the same time, you should also consider the nature of queries you are ticketing about.
The Web Help Desk Free
Web Help Desk Free is a ticketing solution dedicated to the Mac platform. The software offers a web-based client interface that has no footprint at all. Therefore, it shares users across all the platforms. The software offers a complete solution for support ticketing and requires Mac OS X 10.6 and above.
Spiceworks – Help Desk
Spiceworks – Help Desk is an android based ticketing and user support software that can be deployed locally as well as in the cloud. The software literally brings power to your fingertips with a level of convenience that is likely to not have been experienced previously. With this app, you are able to achieve more and get more challenges solved.
Most Popular Software for 2016 – FreshService
FreshService is a ticketing software dedicated to the IT support. The software is a comprehensive solution for IT problem and has great features. With the software, it is possible to get ticket reports, raise trouble ticket as incident and enjoy 27/7 support to handle all queries and complaints right away.
What is a Ticketing Software?
Free Event Ticketing System
![Best Best](/uploads/1/2/6/4/126400671/575034137.jpg)
A ticketing software is a computer program that can be local, cloud-based or web-based and has the role of ensuring that the queries arising from users are resolved in an accurate manner. At the same time, ticketing soft wares can be used to facilitate communication in a team so that the doubts of an individual member can be answered by others. Primarily the role of these tools is to ensure that every question is replied in time.You can also see Event Management Software
In the majority of the cases, this software tends to target the IT sector as well as other technical fields.It is very important to have happy customers, and one of the ways to make this a possibility is through the help of these softwares. From the ones discussed above, you can be sure of finding the right software, that will offer a complete solution to your challenges.You can also see Call Center Software