Ticketing software centralizes requests received via email, web forms, chat, or phone, assigns them to the appropriate person, and tracks their resolution. There are two main categories: customer support tools (after-sales service, customer relations) and IT helpdesks, which handle employee requests.
This comparison features 14 ticketing software solutions, including their free plans, entry-level pricing, target audience, and data hosting. Prices were collected on October 9, 2026, from the vendors’ pricing pages; they are listed per agent per month, in the currency displayed by the vendor, and exclude taxes when specified by the vendor.
Monday.com is a trouble ticket management software with a 360-degree view of incidents. By centralising the requests made by your customers, Monday becomes the after-sales solution you need. The tool allows for quick processing through a collaborative tracking table and is perfect for measuring customer satisfaction.
Ticketing plan: Monday Service. Free plan: No, 14-day trial. Pricing: Standard at €31 (excl. tax) per seat per month on an annual basis (€34 per month), Pro at €45 (€52 per month), Enterprise upon request. AI: AI credits included, automatic ticket sorting.
Go to Monday
Zendesk is a customer support software solution. The entry-level plan, Support Team, handles tickets via email; the Suite plans add chat, messaging, phone support, social media, and a help center for publishing a knowledge base.
Free offer: No, 14-day trial. Pricing: Support Team at €19 per agent per month on an annual plan (€25 per month), Suite Team at €55 (€69), Suite Professional at €115 (€149). AI: AI agents billed per resolution beyond the included quota; optional Copilot at €50 per agent per month.
Limitations: There is no knowledge base in Support Team, and hosting in Europe is free only starting with the Professional Suite.
Go to Zendesk
Freshdesk, developed by Freshworks, combines tickets, shared inboxes, messaging, and a customer portal with a knowledge base starting with the Growth plan.
Free offer: None listed on the pricing page (14-day trial); the Help Center describes a free 6-month program for 2 agents. Pricing: Growth at €17 per agent per month on an annual plan (€20 per month), Pro at €52 (€63), Enterprise at €84 (€101). AI: 500 sessions with the AI agent Freddy offered once, then €45 per 100 sessions; Copilot at €29 per agent per month.
Limitations: The cost of AI is in addition to the cost of licenses and depends on the volume of conversations.
Go to Freshdesk
Zoho Desk is part of the Zoho suite. The Express plan handles tickets from emails, forms, and social media; the Standard plan adds instant messaging and a knowledge base; and the Professional plan adds phone support.
Free plan: 3 users, tickets via email. Pricing: Express at €7 per agent per month on an annual plan (€9 per month), Standard at €14 (€20), Professional at €23 (€35), Enterprise at €40 (€50). AI: AI agents starting with the Express plan, using an AI provider’s API key or Zoho’s model; Zia assistant starting with the Professional plan.
Limitations: The knowledge base is included only in the Standard plan and above.
Go to Zoho Desk
Service Hub is HubSpot's customer support tool. It is sold as part of the same platform as the company's sales and marketing tools, which makes it appealing to teams that already use HubSpot.
Free plan: up to 2 users, tickets included. Pricing: Starter at €7 per license per month (annual plan; €10 per month), Pro at €90 (€100), Enterprise at €175 (annual plan). AI: credits included depending on the plan; customer support agent included starting with the Pro plan.
Limitations: Access to the knowledge base, support center, and SLAs requires the Pro plan, which costs €90 per license.
Go to HubSpot Service Hub
Crisp, developed in Nantes, brings together the website’s chat, emails, WhatsApp, Messenger, Instagram, and other channels into a single shared inbox. Its pricing is based on workspaces, not on individual agents.
Free plan: 2 seats, no AI. Pricing: Mini at $45 (excluding tax) per month for 4 seats, Essentials at $95 for 10 seats, Plus at $295 for 20 seats or more. AI: AI credits included, ranging from $5 to $75 per month depending on the plan.
Limitations: The portal where customers can open and track their tickets is included only in the Plus plan, and prices are displayed only in dollars.
Go to Crisp
LiveAgent, developed by Quality Unit in Slovakia, consolidates tickets from email, chat, the customer portal, and the knowledge base starting with the Small plan; the call center feature is included in the Medium plan.
Free offer: a free account for life, with limited features; 30-day trial of paid plans. Pricing: Small at $15 per agent per month on an annual plan ($19 per month), Medium at $29 ($35), Large at $49 ($59).
Limitations: Social media platforms (Facebook, Instagram, WhatsApp) are included only in the "Large" plan and higher, and prices are listed only in dollars.
Go to LiveAgent
Help Scout is a shared inbox for email customer support, with chat, SMS, and messaging included starting with the Standard plan, as well as documentation sites for publishing a knowledge base.
Free plan: 5 users, 1 inbox, 1 documentation site. Pricing: Standard at $25 per user per month on an annual plan ($30 per month), Plus at $45 ($54), Pro at $75 ($90, minimum of 10 users). AI: Optional automated responses at $0.75 per resolution.
Limitations: The data is hosted in the United States; there is no European option.
Go to Help Scout
GLPI is open-source help desk and IT asset management software developed by the French company Teclib’. It manages tickets received via email or through the employee portal, the service catalog, SLAs, and the hardware inventory. Version 12.0 was released on October 7, 2026.
Free plan: Yes, by installing the software on your own servers. Pricing: Public cloud at €19 (excl. tax) per technician per month, starting with 1 technician; private cloud at €21 (excl. tax), starting with 25 technicians; support for an on-premises installation starting at €100 (excl. tax) per month. Data: Hosted in France (OVHcloud) for the cloud plan.
Limitations: With self-hosting, the IT team is responsible for installation, updates, and security.
Go to GLPI
Freshservice is Freshworks' IT help desk. Employees can submit requests via email, phone, chat, the portal, or through Microsoft Teams and Slack; knowledge management is included in all plans, and asset management is optional.
Free offer: No, 14-day trial. Pricing: Starter at €15 per agent per month (annual plan; €25 per month), Growth at €40 (€50), Pro at €84 (€102). AI: Optional Copilot at €29 per agent per month.
Limitations: The difference between annual and monthly billing amounts to 67% for the Starter plan.
Go to Freshservice
Atlassian's Jira Service Management is sold as part of the "Service Collection" package. It manages requests received through the portal, email, Microsoft Teams, or Slack, and includes a built-in knowledge base even in the free plan.
Free plan: 3 agents, 2 GB of storage. Pricing: For 10 agents, Standard at $25 per agent per month (billed monthly), Premium at $57.30; the price per agent decreases as the number of agents increases. AI: Rovo, with credits per user depending on the plan.
Limitations: Prices are displayed only in dollars, based on the number of agents.
Go to Jira Service Management
osTicket is open-source ticket management software that allows you to receive requests via email and through a portal, assign tickets, track them, and maintain a knowledge base.
Free version: Yes, self-hosted. Price: Hosted version starting at $12 per agent per month. Latest version: 1.18.4, June 17, 2026.
Limitations: No AI features announced, and a hosted version billed in dollars.
Go to osTicket
ServiceDesk Plus, from ManageEngine (part of the Zoho Group), is an IT service desk available as a cloud-based or on-premises solution: ticket management in the Standard edition, with additional IT asset management starting with the Professional edition.
Free offer: Standard edition for up to 5 technicians. Price: Cloud-based, starting at $13 per technician per month (Standard), $1,545 per year for 10 technicians. AI: AI features included at no extra cost in all editions.
Limitations: Prices are displayed in dollars only.
Go to ManageEngine ServiceDesk Plus
Clarilog is a French software company based in Saint-Quentin that develops asset management and IT help desk software. It serves public and private organizations with 250 to 5,000 workstations, offering a user portal, a knowledge base, and a chatbot.
Free trial: No, a trial is available upon request. Price: Upon request. Hosting: As a SaaS solution on Microsoft Azure, or installed on-premises.
Limitations: Prices are not disclosed, and the tool is designed for environments with several hundred workstations.
Go to Clarilog
A customer support tool is evaluated based on its channels (email, chat, social media, phone) and public knowledge base. An IT help desk is evaluated based on its employee portal, service catalog, and integration with the asset inventory.
The knowledge base, chat, and social media features are often limited to higher-tier plans: the knowledge base is available starting with the Standard plan at Zoho Desk and the Pro plan at HubSpot; social media features are available starting with the Large plan at LiveAgent; and the ticket portal is available only in the Plus plan at Crisp.
AI is billed in a variety of ways: per resolution (Zendesk, Help Scout), per batch of sessions (Freshdesk), as included credits (Crisp, HubSpot), as an option per agent (Copilot on Zendesk, Freshdesk, Freshservice), or at no extra cost (ManageEngine). Estimate your volume of requests before comparing options.
Many providers list their prices only in dollars. For personal or sensitive data, check the hosting region: some providers include it in all plans, while others only include it in their higher-tier plans.
Ticketing software converts every inquiry (email, form, chat, phone call) into a ticket, assigns it to the right person, and tracks its progress until it is resolved. It is used for customer support (questions, complaints, after-sales service) and for internal IT support, where employees report incidents and requests.
Several software programs offer limited free plans: Zoho Desk (3 users), HubSpot (2 users), Crisp (2 seats), Help Scout (5 users), Jira Service Management (3 agents), and ManageEngine ServiceDesk Plus (5 technicians). GLPI and osTicket are open-source software programs that are free if a company installs them on its own servers. Freshdesk no longer lists a free plan on its pricing page.
GLPI and osTicket are two open-source ticketing software solutions. GLPI, developed by the French company Teclib’, covers help desk and IT asset management; osTicket manages tickets, a customer portal, and a knowledge base. Since they are self-hosted, they are free, but the company is responsible for installation, updates, and security; GLPI is also available as a cloud service for €19 (excluding tax) per technician per month.
Entry-level plans range from €7 (Zoho Desk Express, HubSpot Starter) to €31 (excluding tax) (monday Standard) per agent per month, billed annually. Mid-range plans range from €14 (Zoho Desk Standard) to €115 (Zendesk Suite Professional). Several providers list their prices in dollars: LiveAgent, Help Scout, Crisp, and Jira Service Management.
Customer support software manages incoming requests across multiple channels (email, chat, social media, phone). An IT help desk handles employee requests (incidents, access, hardware) and often includes an asset inventory and a service catalog; this is the case with GLPI, Freshservice, Jira Service Management, ManageEngine ServiceDesk Plus, and Clarilog.
GLPI in the cloud (France), Crisp, Zoho Desk (the Netherlands and Ireland), and HubSpot (Germany) host data in Europe. Freshdesk, LiveAgent, monday service, Jira Service Management, and ManageEngine offer a choice of European regions; with Zendesk, this option is free starting with the Professional Suite. Help Scout hosts data in the United States.
Pricing models vary. Zendesk charges for its AI agents per resolution once a included quota is exceeded; Help Scout charges $0.75 per resolution; Freshdesk sells bundles of 100 sessions for €45 after the first 500 free sessions; Crisp and HubSpot include credits depending on the plan. ManageEngine ServiceDesk Plus includes its AI features at no additional cost.
Yes: Crisp, developed in Nantes, for customer support; GLPI, published by Teclib’; and Clarilog, a software company based in Saint-Quentin, for IT helpdesk services.
Responses to tickets often rely on documents that are not stored in the ticketing system: procedures on a file server, technical data sheets in SharePoint, and email correspondence with the client.
Outmind indexes these sources (file servers, SharePoint, OneDrive, Outlook, Teams) and allows you to find a document based on its content, while respecting each user’s access rights, without moving the data.
