Die beste Helpdesk-Software: Expertenbewertung 2025

Used by over 150,000 businesses, including Panasonic, HP, and Pearson, Freshdesk lets you streamline your support channels (email, phone, chat and more) so that you can then notice trends and assign tickets accordingly. Some features include: automation of repetitive tasks, dissemination of tutorials to customers, and community management. For many teams, the biggest advantage is the time saved in managing client communications. Shaun Bettman, CEO and Chief Mortgage Broker of Eden Emerald Mortgages, shared his experience: “Freshdesk has reduced our average response time to less than thirty minutes, so that my team was able to devote all their energies to assisting clients with their finance needs and not get bogged down in emails.”

One of Freshdesk’s standout strengths is the ability to set service-level agreements (SLAs) and track them through advanced reporting tools. This makes it easy to monitor performance, ensure commitments are met, and spot areas for improvement. From knowledge management to reporting and collaboration, these capabilities make Freshdesk an extraordinarily helpful tool for support teams.

Integrations listed include Google Apps, JIRA, various live chat apps, Zoho CRM, FreshBooks, QuickBooks, DropBox, Box, OneDrive, MailChimp, iContact, SurveyMonkey, and many more, including a whole host of selection through a paid Zapier plan.

The app would not accommodate the uploading of larger documents or files, which may not be ideal in many circumstances. Additionally, having the ability to set reminders on tickets would be an asset for anyone whose workload is particularly demanding.

Freshdesk starts at $18/user/month

21 days Free Trial, No Credit card required

Also has a freemium version

Hiver is a modern AI-powered help desk software that brings you all the features you need to deliver strong customer service in a familiar interface resembling your email inbox. You can manage conversations (across email, live chat, WhatsApp, voice, SMS, and social media) from a panel on the left-hand side of your screen, where you can also view the status of each query and track the number of open, pending, or resolved tickets at a glance. 

Hiver’s standout features include its omnichannel shared inbox, which lets teams manage customer conversations across multiple channels from a single, unified view. To keep operations running smoothly, Hiver includes workflow automations and SLA management, ensuring tickets are routed to the right agents, escalated when needed, and resolved on time. The knowledge base and customer portal allow customers to solve their own problems instantly. 

All of this is enhanced by Hiver’s AI features. AI Copilot suggests and refines responses in real time, AI Agents handle repetitive tasks like follow-ups and closures, and AI Insights helps you spot bottlenecks and areas for improvement. 

Hiver pricing starts at $19/user/month when billed annually. 

Freshservice’s modern and intuitive UI requires minimal to no training, and is customizable to IT and non-IT needs. It automates tasks and provides support for issues raised via email, self-service portal, phone, chat, or in-person. Freshservice maintains records of contracts, hardware, software, and other vital customer-data assets.

For organizations managing complex operations, it can make a measurable difference. Logan Jacobson, Manager of Technology Asset Management at Smartsheet, shared his team’s experience: “It used to take up to four hours to provision software. Now we're able to provision it within minutes. Everyone uses Freshservice. It has been instrumental in streamlining our operations not only within the IT department but also across various business functions.”

Built in user-portal, reporting, workflows, and continuous updates mean that you have all the basic functionality you would expect for a helpdesk tool as well as a roadmap for constant improvement.

They offer the whole gamut of helpdesk tools: incident management, change management, release management, vendor relationships all with robust analyzing tools to make sure common problems are tracked and improved.

The biggest cons that I noticed was that it doesn’t work with corrective actions (CAPA) and that it doesn’t manage portfolios or offer product road mapping. These services can be supplemented with another app or service, but that will obviously increase the cost of your overall set-up.

Freshservice scored favorably on our features and functionality evaluation criteria section because it truly is a jack-of-all-trades. The software lets you track assets, manage problems, manage self-service portals, navigate advanced incident management, organize contracts and licenses, and more.

Integrations listed include Slack, DocuSign, Jira, Freshbooks, Google calendar, Survey Monkey, Dropbox, and many more through Zapier.

Freshservice starts at $19/user/month and has a 21-day free trial.

monday Service is a comprehensive service management platform designed to streamline and enhance service delivery across various organizational functions. It offers out-of-the-box solutions tailored for diverse service use cases, including ticket management, multi-channel support, AI and automations, a service catalog, and managing the employee lifecycle. Caleb Johnstone, SEO Director at Paperstack, shared how impactful the platform has been for his team: “monday.com Help Desk is the solution that has transformed our ticketing system to make our processes easier and quicker to respond. The best thing about it is that it can be tailored to our requirements without overwhelming the staff.”

Key features include an intuitive ticketing system that allows for the efficient management and tracking of customer inquiries. The platform's customizable workflows and automation capabilities can also help reduce manual efforts and improve response times. Additionally, monday Service offers a centralized communication hub, enabling seamless collaboration among support team members.

The tool's user-friendly dashboards and reporting tools also provide valuable insights into support metrics, helping teams to continuously optimize their performance. Overall, monday Service's blend of user-centric design and powerful functionalities makes it an effective solution for delivering exceptional customer support.

monday Service integrates well with several tools, including DocuSign, Gmail, Azure DevOps, Microsoft Teams, Microsoft Outlook, and Slack.

SuperOps is a PSA-RMM software designed to help managed service providers (MSPs) and IT teams monitor infrastructure and deliver exceptional support. It offers tools to prioritize issues, centralize communication, and automate routine tasks, enhancing service delivery.

I like SuperOps for its conversational workspace, which provides technicians with all the context they need within each ticket. This setup eliminates the need to switch between tabs, enabling your team to resolve issues faster and more effectively. Additionally, the auto-tracking of time spent on tickets ensures accurate billing for clients.

Another great feature is the platform's automation capabilities through Runbooks. By turning repetitive processes into standardized workflows, tasks are completed more quickly and consistently. Event-based triggers can apply these Runbooks automatically, reducing manual intervention and allowing your team to focus on more complex issues. 

One thing I find especially unique is that, aside from its service desk through its PSA suite, you can fully integrate with its RMM product, which includes asset management, policy management, network monitoring, endpoint security, and more. This means that you can get more context around tickets and have more visibility around activities.

Integrations include Acronis, ESET, Sophos, SentinelOne, Emsisoft, Bitdefender, Splashtop, TeamViewer, Connectwise Control, Xero, Quickbooks, and Azure.

SAAS First is an AI-first customer support platform designed to enhance your interactions with customers. By consolidating various communication channels into a single interface, it simplifies the management of customer inquiries.

One standout feature of SAAS First is its omnichannel inbox, which allows you to manage all customer conversations—be it email, live chat, or social media—in one place. This centralization ensures that no interaction slips through the cracks and enables your team to respond promptly.

Additionally, the platform offers an AI-powered chatbot named Milly, capable of handling customer queries around the clock. Milly learns from your knowledge base and external resources, providing accurate and immediate responses, which frees up your team to focus on more complex issues.

SAAS First also has an integrated knowledge base that empowers your customers to find answers independently, reducing the volume of direct inquiries your team needs to handle. 

Integrations include WhatsApp, Facebook, and SMS by Twilio.

Zoho Desk is a cloud-based customer service application with contextual AI that helps your company build stronger relationships with customers. For organizations handling high volumes of requests, the platform can be a game-changer. Miguel Angel Gongora Meza, Founder & Director of Evolution Treks Peru, explained: “Zoho Desk provided our cooperative with the organization that we required to oversee dozens of requests per day by travelers intending to go to Peru, and I loved how tickets, emails, and follow-ups were all visible in a single transparent perspective.”

Zoho Desk has great features for prioritizing, managing, and closing customer support tickets. Users have control over tickets submitted to the support team via email, phone, chat, social media, a self-service portal, forums, and web forms. All tickets are presented in one place, and team members can set priorities and close tickets in the preferred order.

The tool allows teams to create a Knowledge Base of customer support articles, so your team can quickly find appropriate solutions for customer tickets. Zoho Desk’s Help Center features also allow customers to create a ticket and track it online themselves.

Zoho Desk’s AI and automation features take into account an appropriate resolution time based on your business hours when a customer ticket is created. If those parameters are missed, the ticket will be escalated automatically. Tasks such as ticket assignment, service escalations, notification rules, live chat widget and time-based actions can be automated by setting workflow rules.

The tool provides detailed reports and analytics about your support center performance, such as the average resolution time, the number of tickets closed per agent per day, the number of tickets opened per product and more.

The platform integrates with Zoho customer relationship management (CRM), as well as other Zoho Apps. The tool also offers an API for further integrations.

Pricing starts at $20/agent/month billed annually.

Desk365 is a help desk software that uses AI-powered solutions to improve customer support and team productivity. It allows customers to raise tickets through various channels like email, support portals, and web forms, providing a versatile platform for managing customer interactions.

I picked Desk365 because of its AI-driven features that automate repetitive tasks, letting your team focus on providing great customer service. The AI agent learns from historical data to generate accurate ticket responses, while ticket summarization creates concise summaries from lengthy discussions. Another reason Desk365 stands out is its ability to convert ticket conversations into structured knowledge base articles. This improves self-service capabilities, allowing customers to find answers on their own, which can reduce the number of tickets your team has to handle.

Standout features include customizable help desk options that let you tailor the platform to your team's needs. The platform also provides SLAs that help you maintain service quality by setting clear expectations, and mobile responsiveness that ensures your team can manage tickets on the go.

Integratons include Microsoft Teams, Asana, Azure DevOps, and Jira.

InvGate Service Management is a comprehensive IT service management (ITSM) solution designed to enhance your organization's service delivery. It offers tools for managing incidents, problems, changes, and service requests, all within a single platform. 

One thing I like about InvGate Service Management is its robust ticket management system. You can organize and prioritize work based on factors like priority, service level agreements (SLAs), and urgency, ensuring that critical issues are addressed promptly. The platform also highlights actions that can be resolved with minimal effort, helping to prevent bottlenecks and keep operations running smoothly.​

With access to over 150 metrics, you can also cross-analyze data to create insightful reports, aiding in faster and more informed decision-making. Sharing custom dashboards with stakeholders enhances transparency, providing visibility into the status of the service desk and fostering improved communication.​

Integrations include FileWave, Lansweeper, Microsoft Teams, Microsoft ActiveDirectory, Azure DevOps, Okta, Office 365, OpenAI, Outlook, and Jira.

Zendesk is an easy-to-use, AI-powered customer service solution that’s sophisticated enough to meet complex needs and simple enough to let you get set up and running immediately. For many businesses, it’s more than just a support tool—it’s a way to strengthen customer relationships and uncover valuable business insights. Paul Hodges, CEO & Cofounder of Soltech, explained: “Customer service and relations is a core pillar of our business. By managing customer interactions through Zendesk, we can easily provide full support while also gaining valuable insights for our product development and marketing strategies.”

Zendesk makes it easy for desk agents to track, prioritize, and respond to customers with one unified agent workspace that brings all conversations across web, mobile, and social channels together. With complete customer context, including more than 1000+ pre-built integrations from the Zendesk Apps Marketplace, agents have all the relevant customer details and interaction history to provide better, more personalized support.

Your team can customize the support environment based on use cases, such as software support, customer service, troubleshooting, and orders & shipping. Leverage built-in routing and intelligence to collect critical details and reduce data entry, and escalate issues to the agent best suited to help. Zendesk allows users to create knowledge base content for customers and a customized, mobile-responsive, help center.

Zendesk includes a reporting solution for ticket and support teams that allows access to real-time and historical data, and lets you analyze performance using pre-built dashboards populated with useful metrics such as unresolved tickets, reopened tickets, and ticket resolution times. Users can also customize dashboards and charts, and share relevant dashboards to keep stakeholders in the loop about key insights and trends.

Integrations include Asana, Google Workspace, HubSpot, Jira, Microsoft Dynamics, Salesforce, Shopify, Slack, Trello, Zoom, and over 1200 more options on the Zendesk Marketplace.

Zendesk starts at $19/user/month and offers a 14-day free trial.