Helpdesk Software reviews from Reddit
Summary
We analyzed 206 Reddit reviews across 10 subreddits and 21 posts to rank the best Helpdesk Software brands recommended by redditors, including communities like r/sysadmin, r/linuxadmin, r/msp, r/helpdesk, r/ITManagers. Top-rated brands include Freshdesk (3.9/5), Spiceworks (3.8/5), BoldDesk (5.0/5).
Stats
Reviews206
Subreddits10
Posts21
Brands92
Products8
206 reviews from
and
By Brand
/By Product
#1
Freshdesk
3.9
(15)
"Easy tried and tested helpdesk solution $15 per agent."
"For very basic, Freshservice for fully featured."
"Freshdesk"
"Freshdesk has gmail integration. I haven’t used it personally but it could suit your needs."
"The free version works well."
"We also use Freshdesk at our company, pretty easy to use and Setup."
"Have you tried Freshdesk yet? It's cloud based and inexpensive, and so far it's worked really well for us."
"I use Freshdesk at work too. The free version is powerful enough for our team."
"We compared to FreshService, ManageEngine ServiceDesk, Zoho, and one other one I can't remember. $20/agent was cheaper by a mile."
"Freshdesk is amazing and has a fantastic mobile option, but only for the technician side."
#2
Spiceworks
3.8
(13)
"Spiceworks allows users to create tickets via email as well as updating the user via email."
"Spiceworks... love it 10k tickets / inventory / simple"
"You can define different support categories.. we have a ton of them. You can also add time, +5 m, +1 H etc etc... I love spiceworks."
"If there is no money in the budget, spiceworks is great."
"Spice works is good"
"I like spiceworks. Not open source, but has a slick mobile interface, as well as email."
"Spiceworks is crazy easy to spin up, very lightweight, and, somehow, free."
"Spiceworks!"
"Spiceworks is free and has worked fine for our 700+ users for the last 3 years or so."
"It does the jobs."
#3
BoldDesk
5.0
(8)
"It’s free for startups and small businesses."
"It’s free for startups and small businesses."
"UI and performance is very good."
"It’s a cost-effective solution that’s great for small teams."
"It offers a great balance of functionality and ease of use."
"Integrates seamlessly with a knowledge base."
"It is a superior Helpdesk software suitable for college support and small IT teams."
"Try BoldDesk because it has more features at a cheap price."
#4
osTicket
3.6
(10)
"OsTicket, I highly recommend. mysql, php, open source, free. Easy to set up. I'm a UberBeginner and I set it up in a day."
"It does what we need."
"Recommend OSTicket too. It can be setup with your email system so it scans a mailbox and converts to tickets."
"Http://osticket.com/."
"OSTicket is pretty solid if you're looking for a basic ticketing system."
"OS Ticket will do it, I haven't used it extensively (just tested it)"
"I'd also recommend OSTicket, but with one caveat. Be careful you don't go overboard with the customisations as it can make ongoing maintenance a problem."
"Osticket - https://docs.osticket.com/en/latest/"
"OSticket has a cool api so you can build your own front end to work with OSticket."
"It does the job although there is an issue with outlook inline image attachments."
#5
Freshservice
4.0
(8)
"We use FreshService and it does everything we need from Asset Management and Problem Management to Change Management"
"Working great."
"Highly recommend splash top."
"Personally I'm a big fan of Freshservice."
"Take a look at Freshservice, we've been on it for about 6 months."
"Freshservice is an easy to use, easy to implement, feature loaded ITSM solution."
"We're using Freshservice for ticketing, our dev/engineering side has Jira and the Wiki through Atlassian."
"We use freshservice and bomgar."
#6
Request Tracker
4.4
(7)
"I recommend Request Tracker by Best Practical."
"Another vote for Request Tracker."
"RT is just awesome. Upvote upvote upvote."
"I've liked it."
"I haven't used it in a long time, but Request Tracker was awesome."
"I also use RT, and it definitely does the job as far as I'm concerned."
"Request Tracker recommends MySQL, but can also use PostgreSQL. It's what we use here and it works well."
#7
GLPI
4.4
(7)
"GLPI is open source and free"
"GLPI is free and open source."
"Does helpdesk and asset management and is free."
"Is free and open source."
"Definetly worth checking if it works with phones OS cuz GLPI is really good"
"I used glipi since 2012 and always worked for me too"
"No love for GLPI? It does pretty good inventory tracking on top of helpdesk tracking."
#8
OTRS
4.0
(7)
"Otrs / Znuny"
"OTRS or Zammad"
"Second OTRS, used it many moons ago and found it quite capable."
"I've implemented OTRS in the past as well. It's really quite great once it is set up and configured to what you need I find."
"Did you ever try OTRS? Once configured, its hell of a Ticket System."
"We also just implemented OTRS recently, but it takes a good bit of up front admin work to get the most out of it."
"I'm implementing OTRS right now. So far, I love it."
#9
ServiceNow
4.0
(6)
"I'm moving them to service now."
"I'm a fan of ServiceNow but haven't minded any of them."
"ServiceNow has all of these features and more."
"ServiceNow is amazing, it is work to configure and is not really feasible when you are a small team but it can do a lot."
"That said, it really is amazing."
"We're obessively ITIL (that's another conversation, to be sure), but it isn't cheap. We use it for incidents, problems, enhancements, requests, change, projects, knowledge and coming soon: asset mgmt, fyi."
#10
Zendesk
4.0
(6)
"Seconded for Zendesk."
"I’ve also had experience working for someone using zendesk which worked well"
"Because of easy integration with pretty much everything."
"Zendesk is pretty good, but you don't have full ITIL integration."
"Overall I'd go with Zendesk unless you need a specific feature they don't have."
"We use a combination of Zendesk and Timely."
#11
Jira
3.8
(5)
"I generally like JIRA as a ticket and project tool, especially integrated into confluence."
"Currently Jira service desk"
"Jira service desk."
"I know they have a JIRA add-on for a helpdesk."
"Our devs love Jira. They love the whole workflow thing, and they manage to extract reports and build dashboards easily."
#12
Zoho Desk
4.3
(4)
"For ease of use and ease of doing business with them."
"Has a lot of options, especially for escalation and automation."
"Zoho Desk integrates with Zoho CRM and Invoicing."
"My company just switched from Spiceworks and liked all the features on Zoho."
#13
Lansweeper
4.3
(4)
"We love Lansweeper for ease of use for helpdesk tickets, asset mgmt, and reasonable cost for our small-mid-sized company."
"Does a good job."
"Something you might not know is lansweeeper, has asset management, software deployment, Helpdesk and also Audits devices for errors."
"Lansweeper"
#14
Zoho
4.0
(4)
"Worked well enough and was priced well."
"It's inexpensive and surprisingly full featured."
"Look at the broader Zoho suite. Books, Desk, CRM, etc."
"Zoho desk + Zoho assist is surprisingly good, too."
#15
ManageEngine
4.0
(4)
"ManageEngine Service desk is simple enough to use."
"The performance and features are great."
"Works pretty well, ITIL conformant, phone/email support is pretty good."
"Manage Engine Service Desk is free for a single user, but it does require either MySQL or MS SQL."
#16
Desk365
5.0
(3)
"It is simple and easy to use with all the features"
"An excellent choice—it’s cloud-based, easy to set up."
"Desk365 is amazing, quite simple to use when compared to other solutions."
#17
Jira Service Desk
3.5
(4)
"Cloud one is free up to 3 agents, self hosted is $10 for up to 3 agents."
"We moved from spiceworks to Jira service desk. $10 for 3 users."
"At this point just get JIRA or ZenDesk. Basic plans are like $5 or $10 per user/month."
"I'm pretty big on JIRA, but that shit's expensive."
#18
Connectwise
4.7
(3)
"ConnectWise will do all of that, as it is made for MSPs."
"Connectwise is the gold standard. Very expensive but worth every penny."
"Connectwise was a much more mature/tailored product."
#19
Vorex
4.3
(3)
"I like it more than Zendesk."
"It has a nice simple interface."
"It's good and easy to use."
#20
InvGate
4.3
(3)
"We built our solution in a way that requires VERY low technical expertise and we're constantly complimented on our ease-of-use."
"It's focus is on UX and by far the cleanest UI."
"I recommend getting something that your team can manage themselves with little to no work."
#21
ServiceDesk Plus
4.0
(3)
"Very affordable and excellent tools."
"The software also integrates with a number of ManageEngine and third party tools."
"ServiceDesk Plus? Initial setup can be a little long winded but it's excellent."
#22
Trello
4.0
(2)
"We've been using Trello free and it's actually worked out pretty well."
"That’s what we use as well. 75ish users, 5 of us in the department with 2 that take most of the general issue tickets and assign the others. Has worked very well for us"
#23
Kayako
4.0
(2)
"This Kayako is solid, we're probably going to end up going with it."
"Definitely not free, but Kayako is one of the best solutions that I have used."
#24
Salesforce
4.0
(2)
"Salesfarce"
"Salesforce would fit the bill the best, but ServiceNow, HEAT, Spiceworks, and really any ITIL suite can be modified to fit the bill."
#25
AutoTask
4.0
(2)
"I'd reccomend autotask PSA."
"AutoTask really is worth the bill."
#26
Hiver
4.0
(2)
"Hiver"
"Seamless ticketing solution which works inside gmail."
#27
Chatwoot
4.0
(2)
"Is a good option for your use case."
"Try chatwoot it’s simple"
#28
Zammad
4.0
(2)
"Self-hosted, easy to use."
"I can recommend Zammad (open source, new Project from the Founder of OTRS)."
#29
SysAid
3.5
(2)
"Once we got it configured properly its easy to use, the interface is a little dated but its easy for our non tech teams and hasnt been an issue"
"I can't believe no one has recommended SysAid."
#30
Motivware
5.0
(1)
"I'd be happy to offer free of charge on a trial basis for your feedback"
#31
Atomic Work
5.0
(1)
"How non-technical our product is and how teams outside IT can get started with it quickly."
#32
Vision Helpdesk
5.0
(1)
"Vision helpdesk has been perfect solution with multi-brand satellite helpdesk solution."
#33
Cerberus
5.0
(1)
"If you're paying for it, Cerberus or SupportTrio are excellent products."
#34
Microsoft OneNote
5.0
(1)
"I'm using it that way since 6 Monts and it works great :)"
#35
JitBit
5.0
(1)
"It's super fast. Has keyboard shortcuts, and is actively developed all of the time."
#36
Help Scout
5.0
(1)
"Have nothing but good things to say about it!"
#37
Gogenuity
5.0
(1)
"Is great."
#38
VisionHelpdesk
5.0
(1)
"Best thing about Vision helpdesk is their support we are using them since 2010, good product."
#39
Autotask PSA
5.0
(1)
"We’ve been using Autotask for around 8 years now and I couldn’t imagine being without it."
#40
RT
5.0
(1)
"I prefer [RT](https://www.bestpractical.com/rt/) over OTRS."
#41
mHelpDesk
5.0
(1)
"We've been using [mHelpDesk](http://mhelpdesk.com/) for around two years and it's been fantastic."
#42
AFAS Online
5.0
(1)
"Check out AFAS Online with the Profit, NOT the Small Business variant."
#43
InvGate Service Desk
4.0
(1)
"Service Desk is low cost, easy to use/admin and most small clients can be up and running in under a week."
#44
Halo PSA
4.0
(1)
"We use Halo PSA."
#45
UVdesk
4.0
(1)
"You could try something like UVdesk, osticket, manageengine, it all depends on what features you want out of it."
#46
Front
4.0
(1)
"You should look at shared mailbox software like front.com or helpscout.com"
#47
Atera
4.0
(1)
"I really like Atera log a ticket from the app and the tech just connects to your machine from the ticket."
#48
HaloITSM
4.0
(1)
"HaloITSM. Its actively developed, highly customizable, and very well laid out."
#49
Comodo One
4.0
(1)
"It's cloud based, offers RMM, Patch Management, and Service Desk. Best of all, it's free."
#50
Vector Service Manager
4.0
(1)
"Vector Service Manager is a cloud-based help desk system for IT end-user support."
#51
Mojo
4.0
(1)
"Mojo is decent!"
#52
SimplyDesk
4.0
(1)
"Simplydesk the most simple"
#53
IncidentIQ
4.0
(1)
"Unfortunately specific to K-12 education only, but IncidentIQ. Clean interface, builtin asset management."
#54
Airtable
4.0
(1)
"Lately I’ve been recommending Airtable and InvGate Service Desk the most."
#55
Vision Help Desk
4.0
(1)
"I'd recommend trialing Vision Help Desk."
#56
Adjutas
4.0
(1)
"Try Adjutas, its pretty new and has a clean interface and simple UI."
#57
Helpdesk
4.0
(1)
"It's quite simple so for the basic ticketing needs it should do the work."
#58
Tigerpaw
4.0
(1)
"You might look into Tigerpaw but it can be a but pricey."
#59
PIQNIC
4.0
(1)
"We've just released v1.0 of PIQNIC Service Desk and I'll be sure to add this to our roadmap."
#60
Nodepoint
4.0
(1)
"This was posted yesterday in /r/opensource I believe: http://nodepoint.ca/Create%20a%20support%20portal%20in%205%20minutes.html"
#61
Helpdesk Software
4.0
(1)
"The tweak able option you can get the client to use is the best."
#62
Service Desk
4.0
(1)
"For a small team like ours (and moving from godawful Spiceworks), it worked quite well."
#63
Slick Ticket
4.0
(1)
"Slick-ticket.com, I'm too tired to link it."
#64
Trac
4.0
(1)
"I've been using it with and without mysql and custom templates and its been working great."
#65
Liberum
4.0
(1)
"My friend uses Liberum at his work, he is constantly raving about how good it is, and it's free."
#66
Redmine
4.0
(1)
"We're using Redmine. Our devs use it for bug tracking, and we created an IT project to track our issues, as well as have both user facing and IT internal wikis. It's not perfect, but it's free and it works."
#67
Keeping
4.0
(1)
"Built around gmail integration and cheaper at $12 per agent."
#68
Deskpro
4.0
(1)
"Getting it up and running is fairly simple."
#69
Numara
4.0
(1)
"We use a product called Track-IT. It is not free, however it works very well for us and has the capabilities you are looking for."
#70
IssueTrak
4.0
(1)
"They have a cloud or on-prem versions. Low cost too."
#71
Jitbit Helpdesk
4.0
(1)
"We use Jitbit Helpdesk for many different departments. Really good apps on Android and iOS."
#72
Incident IQ
4.0
(1)
"Great for ticketing/resource mgmt."
#73
Foqal
4.0
(1)
"Has ticketing and other useful functions like deflection."
#74
ServiceDesk Pro
4.0
(1)
"+1 for ServiceDesk pro. There is a free edition."
#75
Jira Service Management
4.0
(1)
"Formerly known as Jira Service Desk."
#76
ManageEngine Service Desk
4.0
(1)
"Was quite good when I used it."
#77
Solarwinds ServiceDesk
4.0
(1)
"I liked it quite a lot."
#78
Datto Autotask PSA
4.0
(1)
"Datto Autotask PSA (and their monitoring agent RMM) is working very good for us right now."
#79
HaloPSA
4.0
(1)
"Just moved from Zoho Desk to HaloPSA. Really liking it so far."
#80
Atlassian
4.0
(1)
"Atlassian products are a good option."
#81
Helprace
4.0
(1)
"What about http://helprace.com? It's a help desk, knowledge base and community."
#82
SoftwareSuggest
4.0
(1)
"I suggest you to go with SoftwareSuggest.com. They provide you free consultation for selecting right software for your business."
#83
Pulseway
4.0
(1)
"I would suggest you to take a look at Pulseway RMM"
#84
Raiseaticket
4.0
(1)
"Raiseaticket.com"
#85
osTickets
3.0
(1)
"I would have stuck with one of the free solutions out there like osTickets."
#86
Web Help Desk
3.0
(1)
"Unfortunately not free. There is a free version but it is limited to one tech account."
#87
Itarian
3.0
(1)
"Check out Itarian/ComodoOne. Free RMM tool that makes it's money with integrating other options like AV."
#89
Kace
3.0
(1)
"It's not good but it's not bad."
#90
iSupport
3.0
(1)
"We use iSupport currently, It's a little light on the CRM aspect but depending on your needs it may be a good fit."
#91
Numera Footprints
1.0
(1)
"Dont get numera footprints. Its terrible and in my opinion antiquated software."
#92
HEAT
1.0
(1)
"Don't get HEAT"
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