Best open source help desk software

Although the help desk market is populated by familiar names such as Zendesk and Salesforce, there are also a number of open source alternatives available for smaller businesses.

A good piece of help desk software should allow any business to log, track and respond to customer support queries across a range of platforms. Open source solutions may not be as feature-rich or fully formed out of the box, and they won't look as good as Zendesk or Salesforce, but they give great customisation options and are much more cost effective than closed source solutions.

Below are some of the top open source help desk solutions on the market.

Read next: Best open source business intelligence and analytics tools

Additional reporting by Hannah Williams

YetiForce
© YetiForce

YetiForce

YetiForceis an open source CRM system that provides companies with a help desk to manage meetings, calls and events, along with the ability to organise information such as sales, processes and projects.

As an open source system, the software is free for all users, with several modules also available free of charge.

It includes several features that can be used for customer management, including campaign segmentation, invoice and order management and data migration.

UVdesk
© UVdesk

UVdesk

UVdeskis a SaaS-based open source helpdesk solution that provides customer support by automatically converting emails into tickets.

The solution includes a ticket management system and administration to make ticketing easier for all journeys on the go.

UVdesk also includes an automated chatbot tool that provides quick responses to customer queries.

JIRA Service Desk
© Atlassian

JIRA Service Desk

JIRA Service Deskis Atlassian's open source service desk. It's designed to help users identify, monitor and tackle bugs and system glitches that may appear during testing and launching or products and services.

The service desk can be deployed via cloud or on-premise, and includes real-time updates and performance metrics to identify any problems.

JIRA Service Desk can be integrated with multiple platforms such as Salesforce, Gmail, Slack and more for interaction from the service desk.

Zammad Community
© Zammad

Zammad Community

For a simple web-based, open source user support/ticketing solution, German-made Zammad Community is a popular option. Tickets are presented in a clean interface with tagging, priority levels, and ticket status options with a full history of interactions.

osTicket
© osTicket

osTicket

For a feature-rich open source ticketing system osTicket is a solid option. It can be customised to your organisation with a logo and images, there is ticket filtering and routing, notes and plugins to email, web forms and phone systems for incoming requests. There is even auto-reply functionality and a full ticket and user history.

OTRS Free
© OTRS

OTRS Free

Another German-built system, OTRS Free stands for Open-source Ticket Request System and was originally released in 2001. The current ticketing system allows for ticket sorting, escalation and status updates and email notifications can be set up for when the status of a helpdesk request is made.

There are plenty of integration options as well as reports and dashboards are available to see the number of open and closed tickets and average waiting times. There is also a handy ticket lock feature to stop two agents working on the same request.

Triage

Triage

Triageis an open source project, listed on the Google Code Archive, is written in Java and allows for handling tickets with notes, full search capabilities and plenty of integration options.

PHD Helpdesk

PHD Helpdesk

PHD Helpdeskcertainly leaves some design to be desired, but as a piece of open source help desk software it fits the bill. Users can register incidents, classify them for priority, assign and full audit.

Bugzilla
© Bugzilla

Bugzilla

A popular open source tool for tracking software bugs, Bugzilla can also be configured as a helpdesk solution. Being aimed at developers means the documentation is rock solid. In terms of features there is full search ability and reports.

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