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Bug Reporting
What are the best service desk software / ticket system for a small business?
16
Options
Considered
22
User
Recs.
Mar 22, 2023
Last
Updated
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14
Options
Considered
Best service desk software / ticket system for a small business
Price
Platforms
Technology
--
Freshdesk
-
-
-
--
Pulsedesk
$8-10/MONTH
-
-
--
Zammad
Free / paid
Linux, Docker
Ruby
--
Focalboard
Free
Windows, Linux, Mac
Go, TypeScript
--
Helpy.io
Free / paid
Windows, Linux, Mac, Mobile
Ruby
See Full List
--
Freshdesk
My Rec
ommendation
for
Freshdesk
My Recommendation for
Freshdesk
All
4
Pros
2
Cons
2
Top
Con
•••
Adding extra agents can be costly
Cost per agent varies from $15-$79/month, depending on the plan.
See More
Top
Pro
•••
Service integrations
Freshdesk offers integration with a huge list of popular services (such as Hangouts, Github, Jira, Mailchimp, Shopify and more).
See More
Top
Con
•••
No service integrations with free plan
Cannot create tickets or get notifications with Slack, for instance, because API is only available with a paid plan. Other competitors have API available even with free plan.
See More
Top
Pro
•••
Actively developed
Features are constantly being updated and new features added.
See More
Hide
See All
Get it
here
Recommend
4
--
Pulsedesk
My Rec
ommendation
for
Pulsedesk
My Recommendation for
Pulsedesk
All
7
Experiences
1
Pros
4
Cons
2
Top
Pro
•••
Mobile App
See More
Top
Con
•••
Limited analytics
See More
CalmShezmu's Experience
I have everything that I need
See More
Top
Pro
•••
All necessary features for small and medium companies
Ticketing tool, Multichannel, Live chat, Knowledge base, Rules and triggers, Analytics and Dashboard
See More
Top
Con
•••
No task management
See More
Top
Pro
•••
Attentive customer support
See More
Top
Pro
•••
All features for one price
See More
Hide
See All
$8-10/MONTH
Recommend
6
--
Zammad
My Rec
ommendation
for
Zammad
My Recommendation for
Zammad
All
3
Pros
2
Specs
Top
Pro
•••
Free and open source
The app is built with Rails and is freely available to download and install on any server that supports Ruby web applications.
See More
Specs
Platforms:
Linux, Docker
Technology:
Ruby
Top
Pro
•••
GitHub and Gitlab integrations
GitHub and Gitlab integrations.
See More
Hide
See All
Free / paid
Recommend
1
--
Focalboard
My Rec
ommendation
for
Focalboard
My Recommendation for
Focalboard
All
5
Pros
2
Cons
2
Specs
Top
Pro
•••
Free
Free and open-source.
See More
Top
Con
•••
Not very suitable for bug tracking
Does not seem very suitable for bug tracking purposes and integration with version control systems like Git.
See More
Specs
Platforms:
Windows, Linux, Mac
Technology:
Go, TypeScript
Top
Pro
•••
Self-hosted
See More
Top
Con
•••
Not a real ticket system
More aimed at software development projects.
See More
Hide
See All
Free
Recommend
1
--
Helpy.io
My Rec
ommendation
for
Helpy.io
My Recommendation for
Helpy.io
All
2
Pros
1
Specs
Top
Pro
•••
Cloud or self-hosted
See More
Specs
Platforms:
Windows, Linux, Mac, Mobile
Technology:
Ruby
Hide
Free / paid
Recommend
1
--
Cayzu
My Rec
ommendation
for
Cayzu
My Recommendation for
Cayzu
All
2
Experiences
1
Specs
RickZeeland's Experience
Affordable and easy to use Cloud Help Desk Software & Incident Ticketing System.
See More
Specs
Platforms:
Windows, Web, Mobile
Hide
Paid
Recommend
1
--
Zendesk
My Rec
ommendation
for
Zendesk
My Recommendation for
Zendesk
All
5
Pros
3
Cons
1
Specs
Top
Pro
•••
Easy to use
Has macros that make things easier for service team.
See More
Top
Con
•••
High learning curve
Zendesk is one of the more complex options and can take some time to learn.
See More
Specs
Platforms:
Web, Mobile
Top
Pro
•••
All phone calls and voicemails are tracked
All phone calls and voicemails are tracked and recorded onto a Zendesk ticket, so you can easily keep a close eye on the types of customer calls and the quality of your team’s support.
See More
Top
Pro
•••
Long list of resources
Zendesk offers a lot of learning resources for users that will teach you how to use Zendesk and improve your customer service. These include webinars, videos and more.
See More
Hide
See All
Paid
Recommend
1
--
UseResponse
My Rec
ommendation
for
UseResponse
My Recommendation for
UseResponse
All
5
Pros
5
Top
Pro
•••
24/7 support
See More
Top
Pro
•••
Multi-forums
See More
Top
Pro
•••
Full UI Customization
Easy to configure the interface and the flows
See More
Top
Pro
•••
Easy to use
See More
Top
Pro
•••
Self-hosted option available
It includes unlimited number of users, agents, topics, support of SSL encryption, polls, announcements, and 1 year of support & upgrade. There are also commercial add-ons that can be purchased separately.
See More
Hide
See All
Get it
here
Recommend
1
--
Intercom
My Rec
ommendation
for
Intercom
My Recommendation for
Intercom
Hide
Get it
here
Recommend
1
--
UserEcho
My Rec
ommendation
for
UserEcho
My Recommendation for
UserEcho
All
1
Specs
Specs
Platforms:
Web, Mobile
Hide
Get it
here
Recommend
1
--
Vision Helpdesk
My Rec
ommendation
for
Vision Helpdesk
My Recommendation for
Vision Helpdesk
Hide
$12.00
Recommend
1
--
Jira Service Management
My Rec
ommendation
for
Jira Service Management
My Recommendation for
Jira Service Management
All
2
Pros
2
Top
Pro
•••
Real-time reporting
It gives you an overview of how your service desk is performing, so you can easily assess progress and immediately resolve possible problems.
See More
Top
Pro
•••
Free trial
You can try a fully functional service, without paying a cent, for a limited time.
See More
Hide
Free/Paid
Recommend
--
ServiceNow
My Rec
ommendation
for
ServiceNow
My Recommendation for
ServiceNow
All
4
Experiences
1
Pros
2
Cons
1
Top
Pro
•••
Many features
To many plugins and ITIL OTB modules.
See More
Top
Con
•••
Old Tec
Angular 1.6 Jelly script ECMAScript5
See More
Rodrigo Marzullo's Experience
Senior Servicenow Developer. 3 years in contact with the tool.
See More
Top
Pro
•••
Modifiable
Anything you want to do! (Just be careful)
See More
Hide
See All
Recommend
1
--
Samanage
My Rec
ommendation
for
Samanage
My Recommendation for
Samanage
All
2
Cons
2
Top
Con
•••
Short trial period
Like other service desk systems, Samanage also offers a free trial period. But you can only avail of it for 14 days, which is more than half as short as most of its competitors. It's too short a period for its target customers to try it out fully.
See More
Top
Con
•••
Too many features
Although having a lot of choices and tools can be good, it can also be quite overwhelming, and sometimes unnecessary. An example is a report it generates. It's useful since you'll be able to monitor what goes on, but the staggering number of metrics, graphs, and key performance indicators would probably confuse you more than help.
See More
Hide
Get it
here
Recommend
Don't see your favorite option? Add it.
--
DeskXpand
My Rec
ommendation
for
DeskXpand
My Recommendation for
DeskXpand
$7
Recommend
1
--
Roby
My Rec
ommendation
for
Roby
My Recommendation for
Roby
Get it
here
Recommend
1
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