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Did you know that 30% of IT tickets are simply password resets?
That’s up to 30 minutes spent on repetitive tasks that could be easily automated! If your business is still handling IT requests manually, you’re wasting valuable time and resources.
A smart service desk software or ticketing system can reduce resolution times, streamline workflows, and improve efficiency, saving you both time and money. From IT issues to HR inquiries to internal support requests, these systems improve communication, prioritize tasks, and keep things running smoothly.
With so many options available, choosing the right tool is not easy. You need a service desk solution that best aligns with your team's needs and preferences.
Here, we’ve compiled the top service desk tools for 2025 to help you find the one that fits your business best.
What Features Should You Look For in a Service Desk Software?
While it may be tempting to opt for every feature available in service desk software, more features often add unnecessary complexity. The features you need depend on the size of your organization and the specific challenges you're trying to solve.
For example, in larger companies, you might prioritize advanced reporting and automation, while smaller teams may focus on simplicity, ease of use, and basic ticket management. Consider your team’s workflows and goals to ensure you select the right solution for your business.
Based on your company's size and needs, here are the main features to look for:
- Ticketing System: Easily create, assign, and track support tickets to streamline issue resolution.
- Automation & AI: Automate routine tasks, enable smart routing, and use chatbots to handle common queries.
- Omnichannel Support: Centralize requests from email, chat, phone, and social media for faster management.
- Alerts & Escalations: Set up instant alerts for urgent issues and define rules to speed up responses.
- Self-Service & Knowledge Base: Allow users to track tickets and find answers independently through help articles.
- SLA Management: Set clear response and resolution goals to meet customer expectations and maintain quality service.
- Customizability: Adjust workflows and layouts to match your team’s specific needs and processes.
With that in mind, let’s explore the top softwares.
Top 10 Service Desk Software and Ticketing Systems in 2025
The right service desk software can really make a difference in how smoothly your customer support and IT teams run. The tools we’ve mentioned below are popular for their helpful features, ease of use, and ability to adapt to different business needs.
Let’s explore each of them in detail.
1. ClearFeed
ClearFeed is an AI-powered ticketing system that works with Slack and Microsoft Teams. It lets you handle support requests directly in Slack, so you can create, respond to, and close tickets without leaving the app. This integration makes communication easier and keeps everyone updated.
Key Features:
- Effortless Ticket Creation: Create tickets automatically or manually from Slack threads.
- GPT-Powered Answers: AI integration that suggests answers from your knowledge base and existing documents like Notion or PDFs.
- Bi-Directional Integrations: Works with ticketing tools like Zendesk, ClickUp, HubSpot, Jira, etc., for smoother workflows.
- Omnichannel Support: Manage requests from Slack, MS Teams, email, web chat, and a customer portal – all in one unified queue.
- SLA alerts & Service Metrics: AI-based alerts for SLA breaches, with tracking of response times, sentiment, and CSAT.
- Private Collaboration: Enables private discussions within Slack for quick resolutions. For more insights on ClearFeed, book a demo today!
2. Zendesk
Zendesk is an AI-driven service desk tool designed for enterprises looking to automate most of their help desk tasks, making it efficient for businesses of all sizes. With a user-friendly interface, powerful ticketing system, and comprehensive reporting, Zendesk is a popular choice for companies in 2025.
Key Features:
- Messaging: Supports web, mobile, and business interactions with 24/7 AI-powered support.
- AI and Automation: Automates tasks and interactions, reducing agent workload.
- Agent Workspace: Consolidates all communication channels in one workspace for better collaboration.
- Help Center: Provides access to a smart knowledge base for quick answers.
- Multi-channel Support: Supports email, chat, social media, and more.
- Customizable Workflows: Tailor workflows to suit your team's needs.
- Knowledge Base & Community Forums: Allows customers to find solutions independently.
3. Help Scout
Help Scout is a simple, AI-powered help desk tool designed for businesses looking for an easy-to-use solution. It helps manage shared inboxes, and live chat, and provides customizable templates for common questions. Proactive messaging, it guides customers through important steps like onboarding.
Key Features:
- Inbox: Consolidates conversations from all channels for faster responses.
- Self-Service: 24/7 automated support and a help center to reduce team workload.
- Proactive Messaging: Guides customers through their journey with prompts.
- Generative AI Bots: Automated support and responses powered by AI.
- Omnichannel Support: Manage requests across email, chat, and more.
- Ticket Management: Track and resolve tickets efficiently.
- Reporting and Analytics: Detailed reports on performance and response times.
4. Jira Service Management
Jira Service Management is a cloud-based IT ticketing, and incident management tool designed for agile IT teams. It integrates well with other Atlassian products like Atlassian Assist, Confluence and Jira Software, making it ideal for teams already using Jira for project management.
Key Features:
- Incident Management: Efficient tracking and resolution of incidents with automated workflows.
- Agile Service Desk: Supports agile methodologies, integrating with Scrum and Kanban.
- Real-time Collaboration: Instant updates and notifications for faster problem-solving.
- Integration with Jira and Confluence: Seamless integration with Jira for project management and Confluence for documentation.
- Customizable Dashboards: Tailor dashboards to visualize data and monitor performance.
- SLA Tracking: Track and manage service level agreements for timely responses.
- Reporting and Analytics: Generate reports on team performance, response times, and customer satisfaction.
5. Salesforce Service Cloud
Salesforce Service Cloud is a web-based help desk tool that helps teams manage support requests across email, voice, and other channels. It works best for teams using Customer 360 CRM, as it allows seamless integration and provides more personalized customer experiences. With many features and add-ons, Service Cloud is ideal for large companies with complex needs.
Key Features:
- Omnichannel Ticketing and Routing: Manage requests across email, voice, and other channels, routing tickets to the right agents.
- Knowledge Base Builder: Create and manage a self-service knowledge base.
- Automation and AI Tools: Automate tasks and use AI to assist with ticket triaging and responses.
- Intelligent Service Operations: Utilizes data and AI-powered insights to drive operational efficiency and productivity.
- Service Cloud for Slack: Empowers teams to collaborate and resolve cases, incidents, and service requests more efficiently within Slack
- Einstein Bots: Use AI to automate tasks and offer personalized support, integrating with Salesforce for efficient 24/7 case resolution.
- Add-ons for Field Service & Digital Engagement: Additional tools for field service management and digital engagement.
6. Freshdesk
Freshdesk by Freshworks is an AI-powered help desk ticket system that helps teams manage customer requests in a shared inbox. It automates tasks like ticket creation, routing, and updates, and prevents reopening tickets when customers send "thank you" messages. It’s perfect for both small and large businesses seeking faster operations.
Key Features:
- Freddy AI: Automates responses, assists with ticket management, and provides insights for prioritizing tickets and improving service quality.
- Unified Workspace: Combines customer history, ticketing, and team collaboration in one place.
- Streamlined Administration: Uses AI to handle administrative tasks, freeing up agents to focus on customer service.
- Advanced Ticket Management: AI-powered ticketing for faster responses and improved resolution efficiency.
- AI-Powered Self-Service: Allows customers to access solutions via an AI-driven knowledge base.
7. Zoho Desk
Zoho Desk is a cloud-based customer service platform designed primarily for SMBs. It provides a simple yet effective ticketing system with automation features that streamline support processes. Zoho Desk is perfect if you’re looking to improve issue resolution speed and enhance customer retention.
Key Features:
- Omnichannel Support: Manage queries across email, phone, live chat, and social media.
- Generative AI: Automatically generate and customize responses using Zia and AI-based on ticket content.
- Workflow Automation: Automate repetitive tasks for improved efficiency.
- Knowledge Base: Self-service option for customers to find answers.
- AI-driven Assistant: AI to assist agents with quick, personalized responses.
- Customizable Reporting: Track performance with customizable reports and dashboards.
8. HappyFox
HappyFox is an advanced help desk software designed to streamline service workflows and improve customer support experiences. It simplifies ticket management and provides a central knowledge base for easy access, making it ideal for businesses that need to handle customer inquiries across multiple channels.
Key Features:
- Ticketing: Organize and manage tickets with automation rules and omnichannel support.
- Asset Management: Track hardware and software assets and easily manage customer data.
- Canned Actions: Use pre-set actions and replies to speed up response times.
- Multi-channel Support: Manage customer requests across email, chat, and social media.
- Customizable Ticket Fields: Tailor ticket fields to your business needs.
- Self-Service Portal: Allow customers to find solutions independently.
- Detailed Reporting: Generate reports on ticket resolution and agent performance.
9. HubSpot Service Hub
If your business already uses HubSpot CRM, HubSpot Service Hub is a great choice. It offers multichannel support, automation, and customer feedback tools. It helps agents manage tickets, automate tasks, and provide support across different channels.
Key Features:
- Integration with HubSpot CRM: Connects easily for better customer data management.
- Automated Ticketing and Workflows: Helps automate ticket creation, assignment, and follow-up tasks — saving time.
- Breeze Customer Agent: Use AI to automate ticket resolution and scale customer support.
- Customer Feedback Management: Collects feedback to improve service quality.
- Self-Service Portals: Allows customers to find answers on their own.
- Call Tracking: Tracks calls and reminds agents for follow-up.
- Mobile App: Access support tickets and monitor SLAs on the go.
10. SysAid
SysAid is a modular service desk tool designed for scalable support. It includes IT asset management and service request handling, making it ideal for IT-focused businesses. It automates tasks like ticket routing and password resets to help meet SLAs. You can create a self-service portal for employees to manage simple tasks. SysAid also offers customizable templates and integrates with other tools for asset tracking and management.
Key Features:
- AI Agent Builder: Automates tasks like ticket categorization and incident management using customizable AI agents.
- SysAid Copilot: AI platform that automates IT tasks, improving service delivery and learning over time.
- AI Chatbot via MS Teams: Allows users to manage tickets and get support directly through Microsoft Teams via an AI chatbot.
- Automatic Ticket Routing: Routes tickets to the right team.
- Ticket Journeys: Tracks ticket progress at every stage.
- AI-first IT Asset Management: Manages and tracks hardware and network assets.
- Remote Access: Provides remote access for support.
- Built-in Screen Recording Tool: Employees can submit issue videos for easier troubleshooting.
Summing Up
Service desk tools and ticketing systems are evolving, with a strong focus on AI, effortless integrations, and enhanced user experiences. These tools are designed to make customer support faster, more efficient, and personalized.
From automating workflows to supporting multiple channels, service desk software helps businesses meet customer expectations and provide excellent service. As you evaluate your options, choose the one that best aligns with your needs and priorities.
ClearFeed stands out because of its deep integration with Slack. It works directly within your Slack workspace, automatically creating tickets from channels, email, and chat, making support simpler.
Upgrade your support operations with ClearFeed today. Request a demo to learn more!
