Update: This article was updated on June 10, 2024.
The best free helpdesk ticket systems for SMEs
A help desk ticketing system is an important tool for companies to manage users, customer queries, issues and requests. The systems serve as a central platform for capturing, tracking and responding to customer queries and can increase productivity and simplify workflows.
Benefits of Free Helpdesk Ticket Systems
Free ticket systems offer numerous advantages:
Improved collaboration: Free help desk software facilitates team collaboration. Team members can add notes, assign tickets to specialists, and track resolution progress in a centralized platform. This approach improves communication and collaborative problem solving.
Cost-effectiveness: Free help desk ticketing systems offer a budget-friendly way to build customer support infrastructures, allowing SMBs to prioritize good customer service without paying a lot of money.
Scalability: Free ticketing systems have some limitations, but many offer flexible versions that can grow with business needs. This allows SMBs to ensure that their chosen platform will continue to be suitable as their customer base grows.
In this article, you'll find the top 10 best-rated free help desk ticketing systems on Capterra, listed in alphabetical order. Each tool on this list has received an average overall rating of at least 4.1 out of 5 stars on Capterra over the past two years and at least 20 user reviews. You can find more information about our selection methodology at the end of the article.
1st Agile CRM
Dashboard with ticket overview in Agile CRM (Source: Capterra )
Agile CRM is primarily a customer relationship management (CRM) system, but also offers a multi-channel help desk ticketing system. It allows users to centrally manage requests, simplify workflows, and improve organizational processes. It also offers troubleshooting features such as viewing, tracking, and updating tickets and creating a self-service portal. It also allows automatic triggers and workflows to be set up to ensure fast response times. Agile CRM offers contact management and reporting tools for data-driven service optimization.
Agile CRM
Agile CRM
4.1
(523)
review details
functions
product overview
This information comes from verified user reviews for Agile CRM
5
248
4
163
3
63
2
21
1
28
user-friendliness
4.0
customer service
4.0
price-performance ratio
4.1
Verified Reviewers
+
Translated by Google
"It is a good software. You can use the free version with more than 1000 customers. To..."
Read the full review
Ezechiel
Ezechiel
agent in Benin
Key features of the free version of Agile CRM
Ticket grouping for categorizing and forwarding support requests
Ticket labeling for organization with custom labels
Answer templates for pre-formulated answers to frequently asked questions
Reports with graphical overviews of important metrics such as ticket status, priority and response times
Main features of the paid versions of Agile CRM
Intelligent views with customizable dashboards to display high priority tickets
Service Level Agreement (SLA) management to define expectations and trigger alerts on overdue tickets
Intelligent workflows to automate ticket prioritization, status changes and assigning responsible persons
Integration with various business tools such as telephony, support platforms, billing systems and social media platforms to provide an overview of the customer journey
2nd Bitrix24
Chats grouped by date in Bitrix24 (Source: Capterra )
Bitrix24 offers a helpdesk ticketing system with customer support new zealand telegram data workflow features. The platform's omnichannel communication capabilities allow companies to engage with customers through multiple channels, such as email, phone, live chat, and social media. Bitrix24 also offers integrations for CRM and task management systems with unlimited user capacity and an open source version that can be deployed on-premises. Automatic ticket routing ensures tickets are assigned to the right team members, and companies can set up self-service portals.
"Bitrix24 is very flexible and can be adapted to all requirements."
Read the full review
Anonymous reviewer
Main features of the free version of Bitrix24
contact center with integrations for various messaging platforms
live chat
website widget
Rules for Queues and Request Processing
Main features of the paid versions of Bitrix24
email storage
Support for up to 250,000 emails from CRM platforms per month
Up to 10 inboxes per user
Integrated telephony tools
3. Crisp
Self-help repository with articles in Crisp (Source: Capterra )
Crisp's multi-channel ticketing system offers real-time communication capabilities through a shared inbox, which can reduce resolution times for customer queries. Tickets can be treated as conversations for simpler processes. Crisp helps sync and integrate leads, contacts and accounts from the existing company database and provides an overview of ticket status and progress. Automated ticket routing allows tickets to be assigned to team members based on predefined criteria.
The platform supports the creation of self-service portals, canned responses and workflow configurations, as well as the use of third-party integrations.
Crisp
Crisp
4.5
(110)
review details
functions
product overview
This information comes from verified user reviews for Crisp
5
72
4
28
3
6
2
0
1
4
user-friendliness
4.5
customer service
4.4
price-performance ratio
4.4
Verified Reviewers
+
Translated by Google
"Crisp offers a great solution for customer management with a simple and user-friendly..."
Read the full review
Sayuj
Sayuj
Server Operator in Nepal
Main features of the free version of Crisp
Up to two activations
Shared Inbox
Unlimited conversations
website chat widget
contact form
Up to 20 activations
memory for up to 50,000 contacts
chatbots
knowledge base
audio and video chat
4th EngageBay CRM
Contact information in EngageBay CRM (Source: Capterra )
The EngageBay CRM platform includes a help desk ticketing system for SMBs. The system consolidates customer support requests from different channels into one central location. This allows companies to manage all customer interactions in a single ticket, improving resolution time and customer experience. Tickets can be automatically routed to ensure agent workload is balanced.