Here we list some of the free and open source help desk software solutions available in the market at present.
Free Help Desk Software Tools
Freshdesk stands fourth on Capterra’s rankings of top 20 customer service software providers. They provide free options for up to three agents but with limited functionality.
• Easily prioritize certain customers based on SLA policies
• Easily turn emails and tickets into knowledgebase articles
• Use 16 different languages
• Access via mobile-friendly site
Freshdesk’s solution for temporary increased demand is solid. With the same plans, you can add extra agents for a couple of days to work through a backlog just for $1 – $3. It is also possible to purchase these beforehand and use them when required. The customer service is also best.
Their main feature is its ability to make the customer service interesting. To encourage the employees, they offer points and rewards to the helpdesk employees for their excellent service. But gamification is not available at free levels for Freshdesk.
The free version of Spicework is self-hosted, managed, and backed up. Normally self-hosting is a premium service along with support and backups for the product. Sit can be downloaded and you are ready to use.
• Free regardless of the number of agents
• LDAP/Active Directory Synchronization
• Mobile Integration
• Multi-Site Support
• Fast and easy Windows installation
• Offers server monitoring services
Shows slow performance on larger networks. It is difficult to install on Linux, Unix, or VMWare
Other Free/Freemium Tools
Some tools that offer free services are Sysaid, ManageEngine, and Zoho and might be worth checking out.
C-Desk is a total free helpdesk system which comprises of cross-team service request management, manual asset management, a knowledge base, a photo gallery, a notice board, and a log book.
It is totally free irrespective of the number of users using it.
It does not contain all the features of a help desk software.
Open Source Help Desk Software Tools
Open source software is fully functional for all its users. Installation and configuration of the software has to be done by the user but it is vastly customizable one. Most of the open source help desk software firms offer a preconfigured version and support for a price.
Using osTicket you can link your SLAs with help topics, departments, or ticket filters and set up overdue alerts and notifications when you miss due dates. The customer portal contains all help requests and answers for later use.
• Add your logo, images and videos to tickets
• Notes of all actions can be provided
• Unlimited SLA agreements
Strong community support but at times resolution of larger issues take long time.
2. OTRS Free
OTRS Free provides emails notifications whenever tickets are generated and changed. The tickets can be sorted based on the status, like new, open, watched, escalated, pending, in-process, or by priority, escalation time, SLA, service, or type. The system reports on number of tickets and processing time.
• Available in 34 languages
• Ticket lock option to prevent two technicians from working on the same ticket at the same time
• Out-of-Office feature and visualization of agents that are away
• Search auto-suggest
The Admin manual contains more than 300 pages
3. Mantis Bug Tracker
Mantis Bug Tracker is a fine open source help desk software which is used mainly to track software defects. It can be configured and allows the agents to decide on which email notifications they want by the usage of filters. The users can be given different access levels and the changes made in tickets are recorded in audit trails.
• Set user access by project and role
• Track issues which have been resolved via RSS feeds
• Revision control of text fields and notes
• Graph relationships between issues
Configuration is difficult for non-developers which requires editing of php files manually
Bugzilla is a clean, simple, easy-to-use interface. It has some advanced features like advanced search which can remember your searches, and editable user profiles. It also includes email preferences and bug permissions.
• Advanced search
• Remembers your queries
• Installation is confusing for non-Linux/UNIX administrators
• System can’t be customized
• Difficult to install on Ubuntu server