Freshdesk is a cloud-based multichannel help desk solution for businesses of all sizes.
Freshdesk offers four other plans—Blossom, Garden, Estate, and Forest—which include expanded features such as event-based triggers, service level agreement (SLA) management, chat and chatbot-based support, as well as surveys.
Cost to upgrade: $15/agent/month (when billed annually) for the Blossom plan, which adds automations, integrations, and more.
SysAid is an IT service management and help desk solution for business of all sizes.
Free 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.
Cost to upgrade: SysAid has custom pricing. Contact the vendor for a quote.
Workbooks is positioned as customer relationship management software, but the free version includes all the capabilities necessary to run a service desk, including ticketing system, knowledge base, and communication.
The free version only allows two users, 1 GB of storage, and one database, and it does not include automation, integrations, multi-language support, or custom layouts.
Cost to upgrade: For $30/user/month (when paid annually), teams can upgrade to the paid version, which includes 10 GB of storage, customization, automation, integrations, five databases, email/live chat/phone support, and more.
4. Zoho Desk
Zoho Desk is a cloud-based help desk and customer service solution.
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.
Cost to upgrade: For $12/agent/month (when billed annually), teams can upgrade to the Standard plan, which adds phone support, community knowledge base, reporting and dashboards, and more.