7 best opensource helpdesk software tools
A help desk is always in a need of help. If the helpdesk is not good and up to the mark you will suffer from misplaced tickets, SLA’s is getting violated and a lot of frustrated customers. These problems can also lead to the customers leaving you. The problem is that you might have to shell out a lot of money and sometimes it can be as high as $100 to $200 a month on software. This is a common problem faced by many. Our constant try is to ensure that we solve all the problems that our readers are facing this is exactly why we have decided to write this article on desk top software tools that are absolutely free. These are options that you must give a try and you will never be disappointed.
Overview about UserVoice
UserVoice is a good suggestion for the shops that are getting a lot of user suggestions for the product improvement and need a solution that will help them to improve the ranking and organize the helpdesk. The UserVoice can also help a lot in processing the suggestions. It will give you the ability to eliminate many versions of the same suggestions and save you time. If you have many variation of the same suggestion with different words and spellings you will really find this very helpful.
However, you must keep in mind that there is a little possibility that one-agent shop will get many product improvement suggestions. If you actually want many suggestions then you will have to hire more agents and pay for the full product.
We will now mention some of the cons of UserVoice so that the users can take a better decision:
Stand out features of UserVoice are as follows:
Stand out features of Freshdesk are mentioned here:
The demand for Freshdesk’s solution for temporary increased demand is solid. You can easily add extra agents for a day or so if you have a lot of backlogs to deal with. You can do this by spending as low as $1 to $3. This can be done without changing your plan and that is the best part. There is also a possibility to purchase these in advance and use them as and when needed. Many users find the customer service of Freshdesk just amazing.
We will also talk about some of the cons of using Freshdesk now so that the readers can compare it with the other options that are available:
Overview on Freshdesk
It is a good idea that gamification is made available only to the larger shops. There has to be competition between the agents for gamification to seriously work. If you do not have more than three agents the other features of Freshdesk will continue to work. If you are just having one agent even if you grow to three agents the Freshdesk will remain free and that is indeed a very good idea.
Stand out features of Spiceworks are as follows:
Some Cons of Spiceworks are mentioned below:
Overview of Spiceworks
The free version of Spiceworks is self-hosted. Some people might not want it and they would want the backups and management to be handled somewhere else. If you want that then Spiceworks is not the option that you should choose.
Apart from the names that we have mentioned above there are other free tools that you can use and these are Zoho, Sysaid and ManageEngine. The free service that they offer is very good and definitely worth it.
The fact is the free versions of helpdesk software are usually limited in users and functionality. The opensource software is usually fully functional for users of different kinds. These are also extremely customizable. It depends on the team how they are configuring and installing the software. Most of the OpenSource helpdesk software companies also offer a preconfigured version that is very useful for installation. We will discuss some of these options now in this article.
Stand out features of osTicket are mentioned below:
Some cons of osTicket are as follows:
The only con of osTicket that we can think of is that although the community support is quite strong sometimes the larger issues take a long time to get resolved.
Overview of osTicket
OsTicket does have many interesting features that makes it a full-fledged help desk software tool and includes a ticket filter tool too that can filter incoming tickets in phone calls, emails and web forms to the right agents. It also has an auto-responder that will help you to set work-flows as per the ticket type. There is a possibility to ensure automatic canned responses and the system also offers dashboard reports.
Stand out features of OTRS Free are:
Cons of OTRS Free are mentioned below:
The only con of OTRS Free that we can think of is that it has an admin manual that is more than 300 pages long.
Overview of OTRS Free
We will now give a slight overview of OTRS Free. The most useful benefit of OTRS Free is the fact that it can easily automate any number of requests. This ensures that the errors are reduced and the efficiency of the agents is increased. They call this a process management module. You can have standardized process on billing; ordering and decision dialogues guide the service agent and the consumer with the help of this. The best part is that the free configurable workflow makes the tickets almost automatic.
Stand out features of Mantis Bug Tracker are mentioned below:
Cons of Mantis Bug Tracker are as follows:
The only con of Mantis Bug Tracker is that the configuration requires manual editing of php files which can be a difficult task for non-developers.
Overview of Mantis Bug Tracker
The best part of Mantis Bug Tracker is its plugin system. They have over 50 plugins. These plugins can help to do a lot of things tweet a notification when a problem is solved. It can also send SMS messages and update status in the external project management system. It is easy to install and use.
Stand out features of Bugzilla are here:
Cons of Bugzilla are mentioned here:
Overview of Bugzilla
If you need something simple and easy then Bugzilla should definitely be your first preference.
Most people feel that a better system means spending a lot of money. This might not be true all the time this is what we have tried to explain in this article. We hope that you will find this article a great help and it will help you to improve your systems. You can also use the Capterra’s helpdesk software directory to compare the options. Analyze all the options well and then take a well informed decision.