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The 8 best free helpdesk tools in 2025: which one to choose for your support?

The 8 best free helpdesk tools in 2025: which one to choose for your support?

By Ainhoa Carpio-Talleux

Published: May 15, 2025

Would you like to optimize the efficiency of your company's support and assistance teams? Check out our comparison of the best helpdesk tools for centralizing customer requests, automating time-consuming tasks, and offering accurate reporting to identify bottlenecks.

We've analyzed the best freeware products to bring you a detailed review of each.

Comparison: the 8 best helpdesk tools for free or with a free trial

Solution Who's it for? Key features Free package Entry price
Crisp Startups, SMEs Live chat, chatbot no code Yes (2 agents) Free option
Freshdesk SMB Ticket management, AI support, customizable SLAs Yes (10 agents) 15/month/agent
HubSpot Service Hub SMBs using HubSpot Centralized dashboard, CRM integration, automatic routing Yes (limited) Free option
Jira Service Management IT/tech support teams Self-service, conversational interface, incident management Yes (3 agents) Free option
Spiceworks SMB Automatic tickets, predefined responses, shared boxes Yes (unlimited) Free option
Service Bay (EngageBay) VSE Chat, shared box, automation, intelligent routing Yes (15 users) Free
Zendesk Businesses of all sizes Multi-channel, automation, help desk, advanced reporting Free trial From €19/month/agent
Zoho Desk SMB Customer portal, SLA, automation, reporting, Zoho CRM integration Free trial From €14/month/agent
Front Personalized support Collaborative messaging, automated rules No On request
LiveAgent SMB Multichannel, AI, call centers No 9/month/user

We now present our top 8 helpdesk tools on the market. Please note that all our software is available as freeware or as a trial version, so you can test each solution for yourself.

Crisp

Crisp is an after-sales software package that focuses above all on immediacy. Thanks to its live chat and instant messaging functions, it enables real-time interaction with customers, should the need arise. A responsiveness that enhances user satisfaction. Crisp also offers tools for automating responses to frequently asked questions. Finally, the software is multi-channel, centralizing all interactions on a single interface for greater fluidity.

Main features

  • Live chat.

  • A shared inbox.

  • Code-free automated chatbot.

  • Integrated knowledge base.

  • Live machine translation.

  • Intelligent message routing

Prices and offers

  • A free package for 2 agents.

  • Essentials package at €95 for 10 agents.

  • Plus package at €295 for 20 or more agents.

Freshdesk

Freshdesk is Freshworks CRM's cloud-based helpdesk tool. The tool offers all the essential functionalities for managing customer requests. Freshdesk's greatest strength is its comprehensive ticket management system (with customizable statuses and fields). It centralizes all requests from different channels in a shared inbox. The Freshworks platform is made up of three systems: Freshdesk, Freshchat and Freshcaller. Each operates in a dedicated workspace, forcing you to navigate between several tabs when accessing customer information.

Key features

  • An intuitive shared inbox.

  • Dashboard with reports and analysis.

  • Over 1,500 applications to integrate.

  • AI-based knowledge bases.

  • Service level agreement (SLA) management.

  • Pre-written answers to common queries.

Prices and offers

  • Free package (up to 10 agents) + 14-day free trial.

  • Growth package at €15 per agent per month.

  • Pro package at €49 per agent per month.

  • Enterprise package at €78 per user per month.

Hubspot Service Hub

HubSpot Service Hub stands out for its comprehensive shared dashboard for recording, organizing and tracking all user issues. The information on offer is extremely varied (customer data, ticket status, location in the queue, time required, etc.). Clarity that minimizes communication errors. Routing functions also enable support teams to automate certain tasks for greater efficiency.

Key features

  • Multi-channel ticket management system.

  • Accurate, detailed reporting and analysis.

  • Over 1,500 applications to integrate.

  • Service level agreement (SLA) management.

  • Conversation routing configuration.

Prices and offers

  • Free package (limited access to features).

  • Service Hub Starter package: €18 per month per license.

  • Service Hub Pro package: €90 per month per license.

  • Service Hub Enterprise for €150 per month per license.

Jira Service Management

Jira Service Management is support software for project management and customer service. The solution features a portal that enables customers (and employees) to submit personalized request forms. A self-service approach that encourages autonomy.

Jira Service Management also integrates a conversational ticket management system. In concrete terms, the various agents use a messaging or chat interface to discuss a ticket, rather than a more rigid system (email-forms, etc.).

Two aspects that optimize efficiency, synergy and fluidity within support departments.

Key features

  • Precise reporting and analysis.

  • AI-based knowledge bases

  • Service level agreement (SLA) management.

  • Automation and intelligence.

  • Incident and problem management.

Prices and offers

  • Free package.

  • Standard package at €16.98 per agent per month.

  • Premium package: €42.64 per agent per month.

  • Enterprise package: Contact Atlassian

Spiceworks Cloud Help Desk

Spiceworks Cloud Help Desk is a complete ticket management system for online support. Create, prioritize, assign, define alerts, customize parameters and rules... The possibilities are numerous, enabling high-performance tracking of requests.

Spiceworks Cloud Help Desk also facilitates the work of teams by automatically converting incoming e-mails into tickets and offering pre-written responses.

The tool integrates reporting tables to measure support performance.

A suite that offers all the functionalities required for a high-performance helpdesk.

Key features

  • Shared inbox.

  • Accurate reporting and analysis.

  • Services level agreement (SLA) management.

  • Customized consultations and ticket rules.

  • Pre-written responses.

Prices and offers

  • 100% free Core package for up to 5 agents.

  • Premium package at €5.35 per agent per month.

Service Bay by EngageBay

Service Bay is the integrated support solution in the EngageBay CRM suite. It offers a fluid, responsive experience, particularly suited to small businesses. Service Bay combines several key customer support functionalities (live chat, ticket management, macros, automations) in a single intuitive interface.

Service Bay also integrates tools such as ticket workflows, pre-written responses and intelligent routing of requests according to urgency or theme.

Key features

  • Automatic ticket routing.

  • Macro responses for recurring requests.

  • A live chat system integrated into your site.

  • Automated support tasks.

  • Shared, collaborative inbox.

Prices and offers

  • A complete free package for up to 15 users.

Zendesk

Zendesk focuses on the employee experience (EX) and the customer experience (CX). It features an intuitive interface and rapid configuration for easy integration into your workflows. It also gives you access to over 1,500 applications from the Zendesk Marketplace.

Bonus features include a shared mailbox for a unified view, an omnichannel ticket management system, AI technology integration via chatbots and intelligent routing.

Automation that reduces agent tasks, so they can concentrate on higher value-added activities.

Key features

  • Omnichannel ticket management system.

  • Comprehensive reporting and analysis.

  • Service Level Agreement (SLA) management.

  • Operational Level Agreement (OLA) management.

  • Customizable platform and unified workspace.

  • Live chat tool.

Prices and offers

  • Free for startups for 6 months + free trial.

  • Support Team package at €19 per user per month.

  • Support Professional package at €55 per user per month.

  • Support Enterprise package at €115 per user per month.

Zoho Desk

Zoho Desk is a cloud-based helpdesk tool. It supports companies in their customer support activities. The platform offers well-designed, comprehensive ticket management (creation, classification, prioritization). The software integrates omnichannel support and automation services for predefining rules and workflows. Reporting tools are also provided to track various KPIs (volume, resolution, lead time, etc.) and optimize the work of teams.

Key features

  • Omnichannel ticket management system

  • Reporting and analysis.

  • AI knowledge bases.

  • Widgets for comments and web forms.

Price and offer

  • Free trial.

  • Express offer €7 per user per month.

  • Standard offer €14 per user per month.

  • Professional: €23 per user per month.

  • Enterprise offer €40 per user per month.

2 paying alternatives worth considering

Front

Front is helpdesk software designed for teams handling a high volume of customer messages. Unlike other ticketing tools, Front is based on an email system, with the addition of real-time messaging functionalities .

The platform also offers a rich knowledge base, a well-structured help center, and advanced API integrations.

Key features

  • Real-time collaborative messaging.

  • Automation rules.

  • API and documentation for developers.

Prices and offers

  • Starter package at €16.94 per agent per month.
  • Growth package at €52.64 per agent per month.
  • Scale package at €88.33 per agent per month.

  • Premier package on request.

LiveAgent

LiveAgent is an all-in-one support solution with over 130 features and more than 200 integrations. The software lets you centralize all your communication channels (email, social networks, live chat, telephone, etc.) for centralized management of customer requests.

One of LiveAgent's greatest assets is its rapid deployment. The tool is up and running in a matter of minutes, for optimal ticket processing as soon as it is integrated.

The ticketing system is highly efficient, thanks to automation, classification and tracking of requests. AI is integrated into the tool for answers, but still in beta version.

Key features

  • A multi-channel ticketing system.

  • Fast, customizable live chat.

  • Integrated call center with call recording and IVR.

  • Social network message management.

  • Integrated AI response assistant (beta).

  • Over 200 integrations (CRM, e-commerce, productivity tools, etc.).

Prices and offers

  • Small Business offer at €13.38 per month.

  • Medium Business €25.87 per month.

  • Large Business €43.72 per month.

  • Enterprise at €61.56 per month.

The benefits of a helpdesk tool for your company

Faster, smoother, more efficient support

The main benefit of using helpdesk software is the gain in operational efficiency. Thanks to the integration of intelligent workflows and chatbots to respond to routine requests, teams can concentrate on more complex tasks. Automation that significantly reduces the time spent handling each request.

Centralize customer requests

Customer messages are usually widely dispersed. Each one favors its preferred channel (email, message, social networks, live chat, etc.). As a result, teams run a particularly high risk of losing information. With ticketing software, all requests are centralized in a single space, reducing errors, lost requests and duplication. Organization at its best!

Teams that collaborate better and think ahead

A quality customer service department needs to know how to work together to deliver harmonized, effective solutions. This synergy is facilitated by helpdesk tools and their internal notes and task assignment functions. Each ticket is assigned to the right person to ensure optimal handling of requests.

In addition to this day-to-day management, helpdesk suites also offer a global view of customer requests thanks to permanent monitoring. This enables you to identify trends and adjust processes accordingly, before incidents multiply.

A tool that adapts to companies

Quality helpdesk software adapts to your specific needs, not the other way round. They are designed to be flexible enough to meet your needs, now and in the future. Customize fields and forms, adapt the interface to your corporate image... The solution integrates perfectly with your internal processes.

Improved customer satisfaction

The ultimate goal of a helpdesk is to provide a solution that satisfies the customer in need. With the helpdesk tool, the customer's path is much smoother. They contact the helpdesk (or chat with a chatbot) and their request is processed without delay. They don't have to make multiple calls to different people, and explain their problem each time. As a result, customer satisfaction and confidence are increased.

How to choose free helpdesk software

To select the ideal helpdesk software for your company, here are the criteria to consider: your needs, the flexibility of the tool, the AI features offered and integration with your systems.

Identify your needs precisely

Free helpdesk solutions generally offer limited functionality (number of agents, ticket processing capacity, etc.). To choose your software, you therefore need to know exactly what your needs are.

💡 How many tickets do you need to process per month? How many employees are there in your helpdesk? Are customer requests made via several channels?

The nature of your business and your company will also influence your choice. For example, large companies will have to turn to complete multi-channel suites, while SMEs may be satisfied with less comprehensive tools.

Tool evolution potential

Are you a start-up or do you simply have big ambitions for your company? You need to be able to rely on a reliable helpdesk tool to deliver quality support to your customers over the long term. Our advice is simple: bet on flexibility with solutions that offer a la carte or progressive packages. You'll grow, and so will your helpdesk.

Automation and AI functionalities

AI is invading all sectors. In the field of customer assistance, it has brought about several small revolutions. The main one? Conversational chatbots, which enable customers to find solutions to their questions without the need for human interaction. The benefits for support teams are manifold: greater productivity and the ability to focus on the most complex tasks. AI also facilitates agents' day-to-day work, with automatic ticket processing functionalities.

CRM and systems integration

If you want to take advantage of a complete suite to manage your customers, we advise you to opt for a helpdesk tool integrated with a CRM suite such as JIRA, HubPost or EngageBay. Otherwise, make sure your future software fits in perfectly with your existing systems.

Choosing the right helpdesk software: an asset to your company's performance

Helpdesk software is an essential performance lever for any company. A driver of productivity and customer loyalty, it represents a strategic investment in improving the experience offered to your customers.

The benefits for your teams: greater autonomy, improved responsiveness and efficiency, and reduced operating costs. To choose the ideal solution, take the time to analyze your current processes and clearly define your objectives. We recommend that you turn to the free tools we have presented. They are an excellent way of testing the functionalities of each solution.

Article translated from French