Workwize’s Best 5 Help Desk Software Picks for 2025

TL;DR; Best 5 Help Desk Software Picks for 2025

• Helpdesk tools manage and simplify IT support requests across email, chat, phone, and more.

• Modern helpdesk platforms also work as hubs for IT service management and asset lifecycle tracking.

• The best tools will bundle automation, multi-channel support, knowledge bases, and integrations with asset management systems.

• Freshservice, JSM, and HaloITSM bring strong ITSM suites and native asset management.

• Zendesk and ServiceDesk Plus remain popular choices for companies that need adaptable, customer-facing support with solid integration options.

• Workwize, an IT hardware lifecycle management platform, complements your help desk by simplifying the provisioning, management, and retrieval of IT hardware across your entire workforce.

The Best Help Desk Platform for Simpler, Easier IT Support

You’ve got tickets piling up, assets scattered across Excel tabs, and a growing list of tools that don’t talk to each other. 

That’s the reality for many IT teams stuck with helpdesk platforms that weren’t built for today’s complexity. With so many options out there, finding one that supports your workflows, without adding more friction, is tough. 

Read on for our curated list of help desk platforms that help you run a smarter, more connected IT operation. 

But first…

What is Help Desk Software? Why Does it Matter?

Help desk software is a digital system that manages, tracks, and resolves IT support requests via email, chat, phone, or a self-service portal. 

These platforms centralize communication between users and IT teams, assign tickets based on priority, and keep track of performance through SLAs and analytics.

A help desk gives your IT department visibility into ticket volumes, response times, recurring problems, and areas that need automation. In fact, companies using help desk platforms resolve tickets 23% faster on average, compared to those without such tools.

With that said, how do you choose one that works for you?

Choosing the Right Help Desk Platform for Your IT Environment

Picking the best help desk software begins by taking stock of your IT environment. What works for a 5-person startup would fail miserably in a large IT department. 

Here’s what to look for:

Team size and technical maturity

Consider how hands-on your team can be. Smaller teams need simplicity and automation out of the box, while larger, process-heavy teams prefer customization and ITIL support.

Our pick: Freshservice; it’s simple enough for small teams, with depth for growth.

Integration with existing tools

The platform should plug into your current stack, such as Active Directory, Slack, Jira, MDMs, or monitoring tools. Poor integration creates silos and manual work.

Our pick: HaloITSM has strong native integrations and flexible API support.

Budget and licensing flexibility 

Measure not just current cost, but how pricing scales. Some platforms charge per agent, others by ticket volume or modules.

Our pick: ManageEngine Service Desk. It’s affordable, with solid features even on lower tiers.

Customization and automation

Look at how much control you have over workflows, automation, and user roles. Make sure it can match your organization’s complexity without custom dev work.

Our pick: Jira Service Management is highly configurable and has strong automation, especially for DevOps-heavy teams.

Reporting and SLA management

Good reporting means real-time visibility into workload, resolution time, and SLA breaches. It should help you improve, not merely observe.

Our pick: Zendesk has mature analytics and SLA tools for multi-channel environments.

Remember, help desks solve incidents, not ownership. Even the best platforms don’t track who owns what, or what happens to a device after a ticket closes. That’s where Workwize comes in. It manages the full lifecycle of devices, licenses, and workflows from procurement to management.

Best Help Desk Software for IT Teams in 2025

Efficient IT operations won’t happen without a help desk solution to support them. But the problem is, how do you choose from the hundreds of tools out there? 

Thankfully, after much testing, we’ve hand-picked the five best for this job. These won’t let you down:

Freshservice

Via Freshservice

Freshservice by Freshworks is a modern, cloud-native ITSM platform that bundles comprehensive features with an intuitive user experience. It includes robust incident, problem, and change management modules.

Freshservice has also rolled out deeper workflow automation aimed at mid-sized tech teams. Its AI engine, Freddy, provides intelligent ticket summaries, assists with solution articles, and powers a user-friendly self-service portal.

Key features

• AI-powered ITSM with Freddy AI for ticket management, solution suggestions, and personalized chat responses.

• Integrated IT asset management (CMDB) for tracking IT inventory.

• Workflow automation with a no-code rule builder to simplify processes.

Ratings and reviews

Freshservice is rated 4.6 stars in G2, based on 1,200+ reviews, and 4.5 stars on Capterra, based on 500+ reviews. 

Via Capterra

Pricing

• Free tier: up to 10 agents

• Starter tier: $19 per agent/month 

• Growth tier: $49 per agent/month

• Pro tier: $99 per agent/month

   

Jira Service Management

Via Jira

Atlasssian’s Jira is the best help desk solution for teams already reliant on its offerings. It automatically handles support interaction with the virtual AI agent, provided you are on the Cloud Premium and Enterprise plans.

JSM also lets you access over 3,000 Jira apps and the excellent Atlassian marketplace. This is expected as Atlassian has notably expanded its ITSM market share among DevOps-leaning companies and has generated over $2 billion in cloud revenue in FY23.

Key features

• Customizable service desk templates and workflows.

• Knowledge base integration with Confluence for self-service.

• Automation rules for global and multi-project setups.

Ratings and Reviews

JSM is rated 4.2 stars in G2, based on 700+ reviews, and 4.5 stars on Capterra, based on over 700 reviews. Users praise the efficiency and cross-channel collaboration, but the difficulty remains a bone of contention. Read our detailed Jira Service Management review here.

Via G2

Pricing

• Free tier: up to 3 agents

• Standard tier: $19.04 per agent/month

• Premium tier: $47.82 per agent/month

Zendesk 

Via Zendesk

Zendesk offers a powerful, flexible platform for internal IT support. It relies on its extensive experience in omnichannel communication and AI to help IT teams manage requests efficiently. 

Zendesk’s AI push, with new automation features announced in 2024-25, is targeting faster resolution and fewer touchpoints. 

Key features

• Omnichannel support unified in an agent workspace.

• Advanced AI features include AI-powered auto-replies, generative AI for agents, and conversational bots.

• Zendesk Guide knowledge base for self-service and ticket deflection.

Ratings and reviews

Zendesk is rated 4.3 on G2, based on over 6,000 reviews, and 4.4 on Capterra, based on 4,000+ reviews. It is highly regarded as a customer service solution, and the API is a bonus. However, setup and configuration are complicated.

Via Capterra

Pricing

• Suite Professional plan: $115 per agent/month billed annually

• Growth plan: $89 per agent/month billed annually

• Team plan: $55 per agent/month billed annually

HaloITSM

Via HaloITSM

HaloITSM is an AI-powered, ITIL-aligned IT service management solution aimed at enterprises. It offers a modern customer service management experience with omnichannel support and automation.

It’s most suitable for larger teams with advanced ITSM needs.

You can manage customer conversations across multiple channels, like email, live chat, SMS, social media, and phone, all in one place. You can also track assets through their entire lifecycle, from procurement to disposal. 

Key features

• Comprehensive ITIL-aligned modules: incident, problem, change, service catalog, CMDB, and release management.

• Integrated asset management throughout the asset lifecycle.

• AI assistant for report building and detection of 'thank you' emails to prevent unnecessary ticket reopens.

Ratings and reviews

HaloITSM is rated 4.7 stars on Capterra and 4.8 stars on G2. However, these are based on very few actual user reviews. Still, those who’ve used it appreciate its flexibility, ITIL alignment, and customer support. The opaque pricing is a bummer.

Via G2

Pricing

• Custom pricing

ManageEngine ServiceDesk Plus

Via ManageEngine

ManageEngine ServiceDesk Plus combines ITSM, asset management, and CMDB for departments including HR, facilities, and finance.

It has embedded AI features powered by ChatGPT and Microsoft CoPilot, which enable service delivery teams to infuse intelligence within their existing ITSM practices and workflows. The solution is available both as a cloud offering and on-premises installation. 

Key features

• Integrated modules for incident management, problem management, change management, and a service catalog.

• IT asset discovery and management, including software asset management and purchase/contract management.

• Automation for ticket routing, SLA management, and notifications.

Ratings and reviews

ServiceDesk Plus scores 4.4 stars on Capterra, based on 200+ reviews, and 4.2 stars on G2, based on over 200 reviews. Its ease of use, quick customer support, and rich integrations are the biggest hits. However, the portal needs improvement.

Via G2

Pricing 

• Standard plan: Starts at $16 per technician/month

• Professional plan: Starts at $33 per technician/month 

• Enterprise plan: Starts at $78 per technician/month (adds ITIL, project management, CMDB)

We hope that the guide will help you pick the right help desk solution for your team. We like Freshservice for small to mid-sized teams, whereas Jira or HaloITSM could be great for enterprises.

However, even with the best help desk platform, IT teams still struggle with one thing: visibility. 

That’s where hardware lifecycle management tools like Workwize come in

Helpdesk Tools Are Just the Start. Take Full Control of IT With Workwize

As help desk systems have started to become full-blown service hubs, the next step for IT teams is clear: integrate them with asset lifecycle management. 

Doing so unlocks richer context, more intelligent automation, and stronger compliance, especially for remote-first and hybrid teams. The best platforms are already heading in this direction—and Workwize makes it easy. 

Brands like DuckDuckGo, HighLevel, and more already use Workwize to manage the entire lifecycle of their IT assets.