28 Best Help Desk Software Options for Your Contact Center in 2026

You probably started with help desk software to keep things simple: one place to organize tickets, track requests, and tidy up your support queue. And for a while, that was enough. But as your team scaled, the cracks began to show.

Ticket volumes climbed. Questions started flooding in from every direction. You needed smarter routing to get the right agent on the right case, and faster. You wanted AI tools that could tag and classify tickets, read tone and sentiment, even draft quick replies using your own knowledge base.

That’s when your old software started to feel small. Maybe it didn’t support every channel. Maybe your reporting lived in one app, your workforce planning in another, and your QA data in a third. Or maybe the pricing tiers kept key features locked behind premium upgrades that doubled your costs.

You want omnichannel depth, AI-powered automation, and seamless integrations that tie your support ecosystem together. And you want predictable pricing that won’t punish you for growing.

This article examines why teams are reevaluating their help desk tools in 2026, what to consider in modern platforms, and which solutions stand out.

Help desk software has transformed from simple ticket management systems into comprehensive customer service platforms. Understanding this evolution helps you spot which desk solutions are truly modern and which are still running on outdated technology.

Then (2018): Channel silos fragmented customer conversations. Email lived in one system, chat in another, phone calls in a third. Basic ticket management handled email support requests but struggled with integrating real-time chat and voice. AI capabilities were minimal, maybe basic keyword detection for ticket assignment. Analytics were thin, focusing on ticket volume and simple resolution metrics. Knowledge bases existed, but rarely connected meaningfully to agent workflows.

Now (2026): Omnichannel support is the foundation, not an add-on. Modern help desk tools unify voice, email, chat, and social messaging into one workspace where customer context flows seamlessly between channels. Customer support automation powered by AI handles classification, summarization, and routing automatically. Suggested reply features ground responses in your knowledge base, ensuring agents give consistent, accurate answers. Call transcription software converts voice interactions to searchable text.

Many help desk software examples still operate on 2018 architecture: bolt-on integrations, channel silos, and AI features sold as expensive add-ons. These legacy desk platforms struggle to keep pace with modern customer expectations.

Buyer takeaway: Unify your support channels, integrate your knowledge base deeply into agent workflows, and consolidate analytics for a seamless experience. Avoid stacking point tools that fragment customer data and increase vendor complexity.

Channels

Modern help desk software for customer support needs to meet people where they are. Whether they want to chat on the phone or via social media, companies need to be agile. A robust help desk system consolidates these multiple support channels into a unified inbox, allowing agents to view the complete customer history regardless of how customers contact you. Seamless handoffs from chat to voice or email to chat prevent customers from repeating themselves and keep your support agents working in one workspace.

AI

AI supports the flow from intake to resolution. Incoming messages are classified with natural language processing, which tags issue type, priority, and required skills to route work to the correct queue. Agents receive a concise AI ticket summary, as lengthy email threads or chats are distilled into key points. During the conversation, suggested replies pull trusted content from your knowledge base to speed up responses and keep them consistent, while real-time translation enables agents to assist customers in any language. In parallel, sentiment analysis flags at-risk conversations, allowing leaders to prioritize follow-up and prevent escalations. Agents are not overwhelmed with redundant tickets due to spam filtering. 

Knowledge Base

A smart knowledge base does more than store articles. It integrates into agent workflows, surfacing relevant help articles mid-conversation. For customers, it enables self-service options through a customer portal, thereby reducing ticket volume and enhancing the customer experience. The best help desk tools ground their AI-proposed replies in knowledge base content, ensuring agents provide accurate and consistent information without relying on guesswork.

Operations

Call center workforce management uses ticket trends to forecast demand and schedules agents to meet it. Customer service quality assurance samples interactions, scores them against rubrics, and surfaces coaching opportunities. SLA dashboards show real-time performance by agent, team, channel, and priority. Automated ticket routing distributes workload effectively across your customer support team.

Security and Administration

Administration features, including multi-factor authentication, audit logs, role-based permissions, and data retention policies, are non-negotiable for compliance with regulations like the General Data Protection Regulation. You need controls in place to determine who can change routing rules, access customer data, or modify system configurations. Enterprise help desk software must meet strict data security standards.

Integrations

Your help desk should integrate with CRM systems (such as Salesforce or HubSpot), commerce platforms (like Shopify or Magento), telephony systems, and business intelligence tools. Open APIs and webhooks enable custom workflows without the need for middleware. The best help desk software solutions offer extensive customization options through integration capabilities that connect your entire tech stack.

Key Performance Indicators

Begin with a concise scorecard that tells a single story. First-contact resolution indicates whether issues are resolved on the first interaction, while average handle time reflects agent productivity. In parallel, the containment rate indicates how well your AI voicebot or AI customer service chatbot deflects tickets, and the abandonment rate signals capacity or wait-time problems. Pair these with time-to-resolution to see how quickly cases close; layer in sentiment scores to identify at-risk customers; and use CSAT to confirm that the experience was well-received.

Pricing Clarity

Understand seat-based costs versus usage fees. Some help desk software SaaS platforms charge per user per month for basic features, then meter additional services such as tickets, AI interactions, or support requests separately. Others use ticket-based pricing models that scale with volume. Avoid desk platforms that require expensive add-ons for essential help desk software features, such as automated ticket routing, knowledge base integration, or AI assistance. Look for transparent pricing that includes core capabilities without forcing everything into premium tiers.

This customer help desk software comparison draws on publicly available sources, including vendor documentation, feature breakdowns, and real-world case studies.

We also reviewed public customer logos and case studies to see which platforms are being used in practice. When pricing is listed on a vendor’s site, you’ll see it here. If it’s hidden behind a quote request or varies by plan, we’ve also noted that.

The pros and cons aren’t guesses or marketing fluff, either. Our help desk tools comparison is grounded in what’s verifiable. No hype, no filler. Just a straightforward, evidence-based comparison of help desk software to help you choose the right help desk software for your team.

Must-Have Capability Checklist

When evaluating top help desk software, it has to cover these foundational requirements:

• Omnichannel intake: Email, chat, voice, and social messaging, so customer context flows between channels
• Knowledge base integration: Strong KB-grounded answers for consistent support
• AI features: Classification, summarization, proposed reply, and translation to streamline communication
• Analytics: Track 2–3 KPIs, including ticket resolution rates, customer satisfaction, and agent performance
• Workforce management and quality assurance: Native modules or strong first-party integration
• Security and administration: MFA, audit logs, role-based permissions for compliance
• Integration capabilities: APIs and pre-built connections with CRM, commerce, and business systems
• Transparent pricing: Core AI features included, not only sold as add-ons
• Task management: Organizational tools to help agents prioritize and track customer inquiries

Scoring Rubric

These factors guided our evaluation of the best help desk tools:

• Fit for 20–100 agents: We prioritize help desk software solutions that work for small to mid-sized support teams without requiring enterprise contracts
• Omnichannel depth: Does it unify voice, email, chat, and social media into one workspace?
• AI coverage: Agent assist features plus knowledge base grounding, not just basic automation
• Workforce management and QA: Native modules reduce vendor complexity and speed time-to-value
• Time-to-value: How quickly can you deploy and start seeing results?
• Total cost to operate: Include licensing, usage fees, integrations, and support costs
• Security and control: Compliance-ready features for regulated industries

Ease of use: Does it have a steep learning curve or can agents start working productively right away?

1. BlueHub (by BlueTweak) — Editor’s Choice

BlueHub is an all-in-one customer service solution that combines voice, email, chat, and social channels with AI-powered automation, workforce management, and quality assurance, all on one platform. BlueHub treats omnichannel support as the foundation, making it a natural fit for teams needing true unified communications.

Features:

• Unified inbox consolidates voice, email, chat, SMS, and social media into one workspace
• Ticketing system with intelligent ticket routing based on skills, language, and priority
• AI voicebot handles routine calls with context-preserving escalation to human agents
• Call transcription software converts conversations to searchable text automatically
• Suggested reply and canned responses grounded in the knowledge base for consistent, fast answers
• AI ticket summary condenses long threads into key points
• Call center workforce management forecasts demand and schedules agents
• Customer service quality assurance with scorecards and calibration
• Customer service analytics track sentiment, SLA performance, and outcomes in real time
• Multilingual customer support with real-time translation across all channels
• Spam detection to filter out junk tickets automatically
• Customer profile view shows the complete interaction history across channels
• Multi-brand routing manages multiple product lines or client accounts in one instance

Who Uses It: Support teams managing 20 to 100 agents who need omnichannel capabilities, AI assistance, and predictable pricing without add-on complexity.

Pricing: €65/agent/month all-in (ticketing, omnichannel, AI features, WFM, QA, analytics, APIs). See pricing for full details.

Pros:

• All-in-one platform eliminates vendor fragmentation
• Multilingual customer support with real-time translation preserves context across languages
• Multi-brand routing manages multiple product lines or client accounts in one instance
• Fast implementation with guided rollout (weeks, not months)
• Customer support automation includes a KB-grounded chatbot and a voicebot
• API-open architecture enables seamless integration with existing systems
• Transparent pricing includes workforce management, quality assurance, and AI features

Cons:

• Newer platform with a smaller marketplace compared to established players
• Less brand recognition than legacy help desk vendors
• Some advanced security features are planned for future releases

2. Zendesk

Zendesk is one of the most recognized names in customer service and help desk software. It started as an email ticketing system and has expanded into a comprehensive customer service platform with omnichannel capabilities, workforce management, and AI features.

Features:

• Multi-channel support, including email, chat, voice, and social media
• Ticket management system with customizable workflows and automation
• Knowledge base with self-service customer portal
• AI-powered feature,s including automatic ticket classification and routing
• Workforce management and quality assurance are available in higher tiers
• Extensive integration capabilities with third-party apps
• Advanced reporting and analytics
• Mobile apps for agents

Who Uses It: Mid-market to enterprise teams needing established help desk software with extensive marketplace integrations.

Pricing:

• Suite Team: $19–$25/agent/month (annual vs monthly billing) — basic ticketing and email support
• Suite Professional: Higher tier adds AI features, advanced analytics, and multi-channel support
• Suite Enterprise: Custom pricing includes workforce management and quality assurance

Note: Higher tiers add AI, WFM, and QA. Entry pricing covers basic desk features, but serious contact center capabilities require upper tiers.

Pros:

• Established platform with extensive third-party integrations
• Strong marketplace of apps and plugins
• Comprehensive help desk software features across all tiers
• Good documentation and community support

Cons:

• Expensive, especially when adding voice and workforce management
• AI features and advanced automation require premium tiers
• It can feel overwhelming for small teams due to customization options
• Some users report that the interface feels dated compared to newer desk solutions
• It isn’t flexible, and support time can feel long in desperate times

3. Freshdesk

Freshdesk offers affordable help desk software for customer support with a generous free tier and scalable pricing. It targets small to mid-sized teams that need basic help desk tools without the complexity of enterprise solutions.

Features:

• Email ticketing with automated ticket routing
• Multi-channel support, including chat, phone, and social media
• Knowledge base with customer-facing portal
• Basic AI features for ticket classification
• Automation rules and workflow management
• Team collaboration tools
• Mobile apps for on-the-go support
• Integration with Freshworks ecosystem

Who Uses It: Small to mid-sized businesses needing affordable help desk software with room to scale.

Pricing:

• Free: Basic ticketing for up to 10 agents
• Growth: $15/agent/month (annual billing): adds automation and multi-channel support
• Pro: $49/agent/month: advanced features and AI
• Enterprise: $79/agent/month: custom workflows and dedicated support

Note: A free tier is available for small teams. Real cost scales as you add channels and AI capabilities.

Pros:

• Affordable entry pricing with a generous free tier
• Clean, user-friendly interface with minimal steep learning curve
• Good balance of help desk software features for the price
• Part of the Freshworks suite for unified business tools

Cons:

• Limited advanced features compared to enterprise platforms
• Voice capabilities are less robust than specialized contact center solutions
• Some automation features require higher tiers
• Reporting tools are not as comprehensive as competitors’ 

4. Zoho Desk

Zoho Desk is part of the broader Zoho ecosystem, offering help desk software that integrates naturally with Zoho CRM, Zoho Analytics, and other Zoho products. It targets teams already using Zoho who want unified customer data.

Features:

• Multi-channel ticketing across email, phone, chat, and social
• AI assistant (Zia) for ticket classification and response suggestions
• Knowledge base with customer self-service portal
• Automation rules and custom workflows
• Custom ticket fields and status tracking
• Integration with the Zoho ecosystem
• Mobile support for agents
• Basic analytics and reporting

Who Uses It: Small to mid-sized businesses, especially those already using Zoho products.

Pricing:

• Standard: ~$14–$20/agent/month (varies by region and currency) — basic ticketing
• Professional: Mid-tier adds AI assistant and advanced features
• Enterprise: Higher tier includes advanced customization

Note: A free plan is available for up to 3 users. Final price varies by region/currency.

Pros:

• Tight integration with the Zoho ecosystem
• Affordable pricing for small teams
• An AI assistant helps with project management
• Good for teams wanting a unified Zoho experience

Cons:

• Best value requires using other Zoho products
• Less robust than standalone help desk platforms
• Limited third-party integrations outside the Zoho ecosystem
• Some users report a learning curve for advanced customization

5. Help Scout

Help Scout positions itself as help desk software focused on human connection. It emphasizes simplicity and an email-like experience over complex ticketing systems, appealing to teams that want to engage with customers without feeling like a corporate support machine.

Features:

• Shared inbox for email support
• Live chat with proactive messaging
• Knowledge base with customer self-service
• Customer profile view with interaction history
• Collision detection prevents agents from making duplicate replies
• Automated workflows and saved replies
• Basic reporting and analytics
• Integration with popular business tools

Who Uses It: Small to mid-sized teams prioritizing personalized customer interactions over enterprise-grade features.

Pricing:

• Standard: $25/agent/month: shared inbox and basic features
• Plus: $45/agent/month: adds advanced automation and reporting

Note: Monthly or annual billing available. Focused on simplicity over feature depth.

Pros:

• Clean, intuitive interface feels like email rather than a traditional help desk system
• Strong focus on personalized customer service
• Good knowledge base functionality
• Excellent customer support from the Help Scout team

Cons:

• Limited channels, primarily email and chat, voice requires integration
• Basic reporting compared to enterprise platforms
• Fewer automation features than competitors
• Not suitable for teams needing advanced workforce management

6. Intercom

Intercom combines help desk software with customer engagement tools, positioning itself as a platform for proactive support and sales. It’s particularly popular with SaaS companies that want to blend support with user onboarding and product messaging.

Features:

• Unified inbox for email, chat, and social messaging
• AI chatbot (Fin) for automated responses
• Proactive messaging and customer engagement tools
• Knowledge base with AI-powered search
• Customer segmentation and targeting
• Product tours and onboarding flows
• Team collaboration features
• Extensive integration capabilities

Who Uses It: SaaS and technology companies wanting to blend customer support with product engagement and sales.

Pricing:

• Starter: From $29/seat/month — basic inbox and messaging
• Fin AI: $0.99/resolution — AI-powered automation charged per interaction
• Expert: Often $132/seat/month (annual) — advanced features and higher seat counts

Note: The real cost scales with the number of seats plus Financial usage. AI interactions are metered separately.

Pros:

• Strong proactive engagement features beyond reactive support
• Modern interface with excellent user experience
• AI chatbot (Fin) delivers good automation for common queries
• Product tours help with customer onboarding

Cons:

• Expensive, especially when AI usage scales
• Pricing complexity with seat costs plus per-resolution AI charges
• Less suitable for teams needing traditional help desk features like workforce management
• Best value comes from using the full Intercom suite, not just support features

7. HubSpot Service Hub

HubSpot Service Hub is part of the HubSpot CRM platform, offering help desk software that integrates seamlessly with HubSpot’s sales and marketing tools. It’s designed for teams already using HubSpot who want unified data across departments.

Features:

• Ticketing system integrated with HubSpot CRM
• Live chat and chatbot builder
• Knowledge base with customer self-service
• Customer feedback surveys and NPS tracking
• Automation workflows
• Conversation routing and team inbox
• Reporting dashboards with CRM data integration
• Integration with the HubSpot ecosystem

Who Uses It: Small to mid-sized businesses using HubSpot CRM who want unified sales, marketing, and service data.

Pricing:

• Starter: $15–$20/seat/month:  basic service tools
• Professional: $90/seat/month (annual): advanced automation and reporting

Note: The Pro tier has historically included 5-seat bundles in some offers. Verify current bundle rules. Best value when using the full HubSpot platform.

Pros:

• Seamless integration with HubSpot CRM
• Unified data across sales, marketing, and service
• User-friendly interface consistent with the HubSpot ecosystem
• Good for teams prioritizing CRM-driven support

Cons:

• Limited help desk software features compared to specialized platforms
• Voice capabilities require third-party integration
• Pricing can escalate quickly with seat count
• Best suited for existing HubSpot customers; less compelling standalone

8. Salesforce Service Cloud

Salesforce Service Cloud is enterprise-grade help desk software built on the Salesforce platform. It offers comprehensive customer service features with deep CRM integration, extensive customization, and AI through Einstein.

Features:

• Omnichannel routing across email, chat, phone, and social
• Case management with advanced workflows
• Knowledge base integrated with Salesforce data
• AI-powered Einstein for predictive routing and recommendations
• Field service management capabilities
• Extensive customization through Salesforce platform
• Workforce management and quality assurance
• Comprehensive analytics and reporting

Who Uses It: Large enterprises needing a robust platform with extensive customization and Salesforce ecosystem integration.

Pricing:

• Starter Suite: $25/user/month: basic service tools for small teams
• Professional Suite: $100/user/month (annual): comprehensive features with Einstein AI

Note: Add-ons and usage may apply. Enterprise licensing is typically billed annually.

Pros:

• Enterprise-grade scalability and reliability
• Deep integration with Salesforce CRM
• Extensive customization through the Salesforce platform
• Comprehensive AI capabilities through Einstein

Cons:

• Very expensive, especially for smaller teams
• Steep learning curve and complex implementation
• Best value requires using the broader Salesforce ecosystem
• Overkill for teams not needing enterprise-level customization

9. ServiceNow

ServiceNow focuses on IT service management (ITSM) but offers customer service management capabilities. It targets enterprises needing unified service operations across IT and customer-facing teams.

Features:

• Unified service platform for IT and customer service
• Advanced workflow automation and orchestration
• Knowledge management with AI-powered search
• Multi-channel support
• Field service management
• Extensive configuration and customization
• AI and machine learning capabilities
• Integration with enterprise systems

Who Uses It: Large enterprises needing unified service management across IT, HR, and customer support.

Pricing: Contact sales: pricing by package and contract; quote required

Note: Enterprise-focused pricing with significant implementation costs. Not suitable for small teams.

Pros:

• Enterprise-grade platform with comprehensive capabilities
• Unified service operations across departments
• Strong workflow automation
• Robust security and compliance features

Cons:

• Very expensive with a lengthy implementation timeline
• Steep curve requiring specialized expertise
• Overkill for teams primarily focused on customer support
• Complex pricing and licensing models

10. Jira Service Management

Jira Service Management brings Atlassian’s project management approach to help desk software. It’s particularly popular with technical teams and companies already using Jira for development.

Features:

• ITSM and customer service ticketing
• Integration with Jira Software for seamless dev handoffs
• Knowledge base and self-service portal
• Automation rules and SLA management
• Custom ticket forms and workflows
• Asset and configuration management
• Mobile apps for agents
• Integration with the Atlassian ecosystem

Who Uses It: Technical teams, IT departments, and companies using Atlassian products who want unified project and service management.

Pricing:

• Free: Up to 3 agents: basic ticketing
• Standard: ~$20–$24/agent/month (size-dependent): adds automation and SLA management
• Premium: ~$47–$53/agent/month: advanced features and governance

Note: The exact price scales with the agent count. Best for technical teams.

Pros:

• Excellent integration with development workflows via Jira Software
• Familiar interface for teams using Atlassian products
• Strong automation and workflow customization
• Good asset and configuration management

Cons:

• Better suited for internal IT service than customer-facing support
• Learning curve for non-technical users
• Limited omnichannel capabilities compared to customer service platforms
• Voice support requires third-party integration

11. Genesys Cloud CX

Genesys Cloud CX is enterprise-grade contact center software that includes comprehensive help desk capabilities. It targets large operations needing omnichannel routing, AI, workforce management, and quality assurance at scale.

Features:

• Omnichannel routing across voice, email, chat, and social
• AI-powered predictive routing and automation
• Workforce management and quality assurance native
• Advanced analytics with sentiment analysis
• Knowledge base integration
• IVR with AI capabilities
• Extensive integrations
• Enterprise-grade security and compliance

Who Uses It: Enterprise contact centers managing hundreds of agents across multiple channels with sophisticated routing and analytics needs.

Pricing:

• CX 1 (Voice): $75/user/month (annual): entry contact center, voice only
• CX 2 (Omnichannel): $115/user/month: adds digital channels, QA, compliance
• CX 3 (Omnichannel + WEM): $155/user/month:  includes Workforce Engagement Management

Note: Custom pricing is available based on agent and feature requirements. Enterprise-grade pricing; smaller teams may find costs prohibitive.

Pros:

• Enterprise-grade scalability and reliability
• Comprehensive contact center capabilities
• Strong workforce management and quality tools
• Extensive AI and automation

Cons:

• Very expensive, especially for smaller teams
• Complex implementation requires professional services
• Steep curve and technical expertise required
• Overkill for businesses under 100 agents

12. LiveAgent

LiveAgent is a help desk software that combines ticketing, live chat, and call center features at competitive pricing. It targets small to mid-sized teams that want all-in-one capabilities without the enterprise costs.

Features:

• Multi-channel ticketing (email, chat, phone, social)
• Built-in call center with IVR
• Live chat with proactive invitations
• Knowledge base and customer portal
• Automation rules and SLA management
• Gamification for agent motivation
• Multi-brand support
• Extensive integration options

Who Uses It: Small to mid-sized support teams needing affordable omnichannel help desk software.

Pricing: From $15/agent/month:  tiered by features; chat and call center available at entry level

Note: Competitive pricing for included features. Voice capabilities at affordable tiers.

Pros:

• Affordable pricing with voice included
• Great feature set for the price
• Built-in call center eliminates the need for separate telephony
• Good for multi-brand operations

Cons:

• Interface feels dated compared to modern competitors
• Limited AI capabilities
• Basic workforce management
• Smaller ecosystem of integrations

13. Deskpro

Deskpro offers help desk software with both cloud and on-premise deployment options. It targets teams with specific data security requirements or those wanting control over hosting.

Features:

• Multi-channel ticketing
• Knowledge base with client portal
• Live chat and messaging
• Automation and workflow management
• Custom ticket fields and forms
• Agent productivity tools
• Reporting and analytics
• Cloud or on-premise deployment

Who Uses It: Mid-sized teams needing flexible deployment options or specific data control requirements.

Pricing: $39–$99/agent/month (cloud; multiple tiers):  on-premise tiers also offered

Note: Pricing varies significantly between cloud and on-premise. Deployment flexibility comes at a cost.

Pros:

• Flexible deployment options (cloud or on-premise)
• Good customization capabilities
• Comprehensive help desk features
• Suitable for teams with strict data requirements

Cons:

• Higher pricing than competitors for similar feature sets
• Interface is less modern than newer platforms
• Smaller user community and marketplace
• On-premises requires internal IT resources

14. Gorgias

Gorgias specializes in help desk software for e-commerce, with deep integrations into Shopify, Magento, and other commerce platforms. It positions itself as the solution for online retailers who need support tied to order data.

Features:

• Deep e-commerce integrations showing order data in tickets
• Multi-channel support (email, chat, social media, SMS, voice)
• Automation rules based on customer and order data
• Macros for common responses
• Revenue attribution for support tickets
• Customer satisfaction tracking
• AI features for automation
• Integration with e-commerce tools

Who Uses It: E-commerce brands using Shopify, Magento, or similar platforms who want order context in every support interaction.

Pricing: Ticket-based pricing: $10–$900+/month by ticket volume; AI $0.90–$1.00/interaction

Note: Unlimited seats are included with paid plans. Cost scales with ticket volume and AI usage rather than agent count.

Pros:

• Excellent e-commerce integrations with order data in tickets
• Revenue attribution shows support’s business impact
• Unlimited agent seats on paid plans
• Strong automation for common e-commerce scenarios

Cons:

• Limited functionality outside e-commerce use cases
• Ticket-based pricing can become expensive at scale
• AI interactions metered separately
• Less suitable for non-retail businesses

15. Hiver

Hiver transforms Gmail into a help desk software, enabling teams to manage customer inquiries directly within their inbox. It targets small teams who want simple support tools without adopting new platforms.

Features:

• Gmail integration for shared inbox management
• Email-based ticket assignment and tracking
• Collision detection to prevent duplicate responses
• SLA management and reminders
• Basic automation rules
• Email templates and notes
• Reporting on response times and volumes
• Live chat as an add-on

Who Uses It: Small teams using Gmail who want lightweight help desk functionality without learning new platforms.

Pricing: From $25/user/month: Gmail-centric help desk; monthly or annual billing

Note: Best for teams committed to Gmail. Limited features outside the email channel.

Pros:

• No learning curve for Gmail users
• Quick deployment without platform migration
• Affordable for small teams
• Familiar email-based workflow

Cons:

• Limited to email and basic chat
• Lacks advanced help desk software features
• No voice or social media support
• Not suitable for teams needing omnichannel or AI capabilities

16. Front

Front creates a shared inbox for teams to manage email, chat, and social media conversations. It positionsitself  as collaborative help desk software for teams who want unified communications without traditional ticketing systems.

Features:

• Shared inbox for email, chat, SMS, and social media
• Collision detection and internal comments
• Assignment rules and workflows
• Automated actions and routing
• Analytics and reporting
• Integration with business tools
• Mobile apps
• Team performance insights

Who Uses It: Small to mid-sized teams wanting shared inbox collaboration without traditional help desk complexity.

Pricing:

• Starter: $25/seat/month (up to 10 seats):  shared inbox basics
• Growth: $65/seat/month:  adds advanced automation
• Scale: $105/seat/month:  enterprise features

Note: Seat caps apply to the Starter tier. Annual billing for the best rates.

Pros:

• Clean interface focused on collaboration
• Good for teams transitioning from email to help desk software
• Strong analytics showing team performance
• Integrates well with business tools

Cons:

• Limited traditional ticketing features
• Voice support requires third-party integration
• Pricing scales quickly with seat count
• No built-in knowledge base or self-service

17. HappyFox

HappyFox offers help desk software with project management and workflow automation. It targets teams that need structure without the complexity of an enterprise.

Features:

• Multi-channel ticketing (email, chat, phone, social)
• Task management and workflow automation
• Knowledge base with client portal
• SLA management and escalations
• Asset management
• Mobile apps for agents
• Reporting and analytics
• Integration capabilities

Who Uses It: Mid-sized teams needing structured help desk software with workflow management.

Pricing: Contact sales:  pricing typically varies by region and contract terms

Note: Exact pricing not publicly listed. Requires a sales conversation for a quote.

Pros:

• Good balance of features and usability
• Strong workflow and task management
• Comprehensive ticketing capabilities
• Mobile support for remote agents

Cons:

• Pricing not transparent (requires sales contact)
• Smaller marketplace than major competitors
• Some advanced features require higher tiers
• Less lesser-known brand compared to Zendesk or Freshdesk

18. TeamSupport

TeamSupport focuses on B2B customer support, offering help desk software designed for complex, relationship-driven support interactions with business customers.

Features:

• Account-based ticketing showing customer relationships
• Collaboration tools for internal escalations
• Customer health scoring
• Product database for asset tracking
• Knowledge base
• Customer self-service portal
• Reporting focused on customer success metrics
• Integration with business tools

Who Uses It: B2B companies managing complex customer relationships and support escalations.

Pricing:

• Starter: $45/user/month (annual)
• Professional: $65/user/month
• Scale: $85/user/month

Note: Tiers vary by vendor page and third-party trackers. B2B focus reflected in pricing.

Pros:

• Excellent for B2B relationship management
• Account-based view shows customer health
• Strong collaboration features for internal teams
• Good for managing complex technical support

Cons:

• Less suitable for B2C or high-volume support
• Limited AI and automation
• Smaller integration marketplace
• Higher pricing than consumer-focused help desk tools

19. Kayako

Kayako offers help desk software emphasizing customer journey tracking across all touchpoints. It positions itself as the platform for teams wanting a complete conversation history.

Features:

• Unified customer view across channels
• Journey tracking showing customer history
• Multi-channel support (email, chat, phone, social)
• Knowledge base and self-service
• Automation and workflow rules
• Team collaboration tools
• Reporting and analytics
• Integration capabilities

Who Uses It: Mid-sized teams prioritizing customer context and journey tracking.

Pricing: Contact sales:  public pricing largely gated

Note: Some marketplaces mention free/testing tiers, but production pricing requires quote.

Pros:

• Strong customer journey tracking
• Unified view shows complete interaction history
• Good collaboration features
• Comprehensive omnichannel support

Cons:

• Pricing not transparent (requires sales contact)
• Less market presence than major competitors
• Some users report implementation complexity
• Limited advanced AI capabilities

Re:amaze

Re:amaze provides help desk software integrated with e-commerce platforms and live chat. It targets online businesses needing customer support tied to commerce data.

Features:

• Multi-channel support (email, chat, social, SMS, voice)
• E-commerce integrations with order data
• Live chat with chatbot automation
• Knowledge base and FAQ builder
• Workflow automation
• Customer satisfaction surveys
• Reporting and analytics
• Integration with commerce platforms

Who Uses It: Small to mid-sized e-commerce businesses needing integrated support and commerce data.

Pricing:

• Basic: $29/agent/month: core features
• Pro: $49/agent/month: adds advanced automation
• Plus: $69/agent/month: enterprise features

Note: Annual discount available. E-commerce focus reflected in feature set.

Pros:

• Good e-commerce integrations
• Affordable pricing for small teams
• Live chat with automation
• Multi-channel support included

Cons:

• Limited features outside e-commerce use cases
• Basic workforce management
• Smaller ecosystem than enterprise platforms
• Voice capabilities are less robust than specialized solutions

21. Kustomer

Kustomer offers customer service software with a customer-centric approach, showing complete customer timelines instead of traditional ticket-based views. It targets teams wanting relationship management over ticket management.

Features:

• Customer timeline view showing complete history
• Omnichannel support (email, chat, phone, social, SMS)
• AI-powered routing and automation
• Workflow builder
• Knowledge base integration
• Customer satisfaction tracking
• Reporting and analytics
• Extensive integration capabilities

Who Uses It: Mid-market to enterprise teams prioritizing customer relationships over individual ticket management.

Pricing:

• Enterprise: $89/seat/month: core features
• Ultimate: $139/seat/month: advanced AI and automation
• Conversation-based: From $0.35/conversation: alternative pricing model

Note: Annual billing with minimums applies. Choice between per-seat or per-conversation pricing.

Pros:

• Innovative customer-centric view
• Strong omnichannel capabilities
• Good AI and automation tools
• Flexible pricing models (seat-based or conversation-based)

Cons:

• Expensive compared to simpler help desk tools
• Learning curve due to non-traditional approach
• Minimum seat or conversation commitments
• Best suited for teams prioritizing relationship management

22. Gladly

Gladly takes a radical approach to help desk software by organizing everything around people, not tickets. Each customer gets a single, lifelong conversation thread across all channels.

Features:

• People-centric platform (no ticket numbers)
• Single conversation thread across all channels
• Voice, SMS, email, chat, and social media support
• Customer timeline showing complete history
• Agent desktop built for personalized service
• Workforce management capabilities
• Reporting focused on customer experience
• Integration with commerce and CRM platforms

Who Uses It: Consumer brands prioritizing highly personalized service and customer loyalty.

Pricing: Unlisted on site; marketplace ranges $150–$180+/agent/month with minimums

Note: “Heroes” per-seat licensing model. Premium pricing reflects a relationship-focused approach.

Pros:

• Radical customer-centric approach eliminates ticket numbers
• Excellent for brands prioritizing relationship building
• Strong omnichannel capabilities
• Good for building customer loyalty

Cons:

• Very expensive with high minimums
• Requires a mindset shift from ticket-based workflows
• Not suitable for transactional support
• Limited public pricing transparency

23. Crisp

Crisp offers help desk software built around live chat and messaging, targeting startups and small businesses needing modern customer communication tools.

Features:

• Live chat with chatbot automation
• Multi-channel inbox (email, chat, social)
• Knowledge base and help center
• Shared inbox for team collaboration
• CRM features and client data
• Campaign tools for proactive messaging
• Mobile apps
• Integration capabilities

Who Uses It: Startups and small businesses needing affordable live chat and help desk software.

Pricing: Flat per-workspace tiers; add agents ~€10/seat

Note: G2 lists $0–$295/workspace/month depending on features. Additional agents charged per seat.

Pros:

• Affordable entry pricing
• Modern interface focused on messaging
• Good live chat capabilities
• Quick setup for small teams

Cons:

• Limited advanced features
• Basic automation compared to enterprise platforms
• Voice support requires integration
• Best for chat-first support, not comprehensive omnichannel

24. HelpCrunch

HelpCrunch combines live chat, email marketing, and help desk software into one platform. It targets small businesses wanting unified customer communication tools.

Features:

• Live chat with proactive messaging
• Email and in-app messaging
• Shared inbox for support
• Knowledge base and help docs
• Chatbot automation
• Data and segmentation
• Mobile apps
• Integrations

Who Uses It: Small businesses wanting to combine support, marketing, and engagement in one affordable platform.

Pricing:

• Basic: $12–$15/agent/month: core chat and support
• Pro: $25/agent/month: adds automation and advanced features
• Enterprise: Custom pricing

Note: Monthly or annual billing. Widget and automation limits by tier.

Pros:

• Affordable all-in-one solution
• Combines support and marketing features
• User-friendly interface
• Good for small teams with a limited budget

Cons:

• Limited advanced help desk capabilities
• Basic reporting and analytics
• Voice support not included
• Best suited for very small teams

25. LiveChat

LiveChat specializes in live chat software with integrated help desk capabilities. It targets teams prioritizing real-time chat conversations over traditional ticketing.

Features:

• Live chat with proactive invitations
• Ticketing system for follow-up
• Chatbot automation (ChatBot add-on)
• Chat routing and queueing
• Customer satisfaction surveys
• Reporting and analytics focused on chat
• Mobile apps
• Integration with business tools

Who Uses It: Teams prioritizing live chat as the primary customer communication channel.

Pricing: From $19–$41/agent/month (annual vs monthly); ChatBot add-on $52/month

Note: Team/Business/Enterprise tiers scale features. Chatbot requires a separate add-on.

Pros:

• Strong live chat capabilities
• Good for sales and support teams
• Proactive chat features
• Clean, modern interface

Cons:

• Limited features beyond chat
• Email and voice support are basic
• Chatbot requires a paid add-on
• Higher pricing for the full feature set

26. HESK

HESK is free, open-source help desk software for teams wanting complete control and customization without licensing fees.

Features:

• Email-based ticketing system
• Knowledge base
• Client portal
• Custom ticket fields
• File attachments
• Email notifications
• Basic reporting
• Self-hosted deployment

Who Uses It: Small teams or organizations with technical resources wanting free, customizable help desk software.

Pricing: Free (self-hosted); optional site license $49.99 one-time

Note: Open-source with no per-user fees. Requires self-hosting and technical expertise.

Pros:

• Completely free for self-hosted deployment
• Full source code access for customization
• No per-user licensing costs
• Good for technical teams wanting control

Cons:

• Requires internal hosting and technical expertise
• Very basic features compared to commercial platforms
• No built-in live chat or voice support
• Limited community support
• Significant ongoing maintenance burden

27. ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus focuses on IT service management with help desk capabilities. It targets IT departments needing unified ITSM and support.

Features:

• ITSM ticketing and incident management
• Asset and configuration management
• Change and release management
• Knowledge base
• Self-service portal
• Automation and workflow rules
• Reporting and analytics
• Cloud and on-premise options

Who Uses It: IT departments and MSPs needing ITSM with help desk functionality.

Pricing:

• Standard: $13/technician/month
• Professional: $27/technician/month
• Enterprise: $67/technician/month

Note: Cloud and on-premise editions. Add-ons available. Priced per technician with unlimited requesters.

Pros:

• Comprehensive ITSM capabilities
• Affordable for IT departments
• Asset and configuration management included
• Good for internal IT service

Cons:

• Better suited for internal IT than customer-facing support
• Interface feels dated
• Learning curve for non-technical users
• Limited omnichannel capabilities for customer service

28. SolarWinds Service Desk

SolarWinds Service Desk provides help desk software, integrated with IT service management and asset tracking.

Features:

• Ticketing and incident management
• Asset management and tracking
• Change management
• Knowledge base
• Self-service portal
• Automation workflows
• Reporting and dashboards
• Cloud-based deployment

Who Uses It: IT departments and MSPs needing help desk software with asset management.

Pricing:

• Essentials: $39/technician/month
• Advanced: $79/technician/month
• Premier: $99/technician/month

Note: Unlimited requesters. Asset add-ons are priced separately.

Pros:

• Strong asset management capabilities
• Good for IT service management
• Unlimited end-user support
• Cloud-based with good uptime

Cons:

• Expensive for basic help desk needs
• Best suited for IT departments, not customer service
• Limited omnichannel capabilities
• Some users report complex configuration

The best help desk software in 2026 depends on your team size, channel requirements, AI needs, and operational complexity. If you’re a small team primarily handling email support with occasional chat, platforms like Help Scout, Freshdesk, or Zoho Desk offer simplicity and affordable entry pricing. If you’re an enterprise managing hundreds of agents across multiple channels, Salesforce Service Cloud, ServiceNow, or Genesys Cloud CX provide depth, but at an enterprise-level price and complexity.

For support teams managing 20 to 100 agents who need true omnichannel coverage, AI-powered features, and workforce management without vendor fragmentation, BlueHub stands out. It consolidates voice, email, chat, and social channels with AI-driven ticket summaries, suggested replies, call transcription, workforce management, and quality assurance into one platform, offering transparent pricing.

When to Shortlist BlueHub:

• You need a customer service solution that unifies voice, email, chat, and social channels without channel silos.
• You want AI features like call transcription, ticket summarization, and KB-grounded suggested replies included in base pricing, not sold as expensive add-ons.
• You’re managing multiple brands or client accounts and need workspace scoping within a single platform.
• You need workforce management and quality assurance without integrating third-party tools that fragment data.
• You prefer weeks to deploy instead of months of implementation with professional services.
• You want multilingual support with real-time translation that preserves context across languages.
• You need spam detection to automatically filter junk tickets and keep agents focused on real customer inquiries.
• Your team values API-open architecture that integrates seamlessly with existing business systems.

Request a demo to see BlueHub’s omnichannel capabilities, AI assistance, and unified analytics in action. Explore our pricing for transparent costs that include workforce management, quality assurance, and AI features without add-on complexity.