Best Free IT Ticketing Systems for SMBs

Managing IT issues efficiently is crucial for small businesses. Free IT ticketing systems help streamline support requests without adding costs. Key options include:

• Freshdesk: Supports up to 10 agents and offers email ticketing, a knowledge base, and basic automation. Ideal for small teams needing a simple, scalable solution.
• Zoho Desk: Allows up to 3 agents with email ticketing and basic reporting. Great for businesses already using Zoho apps.
• HubSpot Service Hub: Unlimited users but limited to one shared inbox. Integrates with HubSpot CRM for unified customer data.
• Spiceworks: Unlimited agents with IT-specific features like inventory tracking. Ad-supported and best for internal IT teams.
• osTicket: Open-source and self-hosted with no agent limits. Requires technical expertise for setup and maintenance.
• LiveAgent: Free for 1 agent with email ticketing and basic reporting. Suitable for solo operators or very small teams.
• Desk365: Up to 3 agents with Microsoft Teams integration. Perfect for businesses using Microsoft 365.

Quick Comparison:

System	Free Agent Limit	Key Features	Deployment	Best For
Freshdesk	Up to 10 agents	Email ticketing, knowledge base, basic automation	Cloud (SaaS)	Startups and small teams
Zoho Desk	Up to 3 agents	Email ticketing, help center, basic reporting	Cloud (SaaS)	Zoho app users
HubSpot Service Hub	Unlimited users	Shared inbox, CRM integration	Cloud (SaaS)	Teams using HubSpot CRM
Spiceworks	Unlimited agents	IT inventory tracking, email ticketing	Cloud or self-hosted	Internal IT teams
osTicket	Unlimited agents	Customizable fields, SLA management	Self-hosted (open-source)	Tech-savvy teams
LiveAgent	1 agent	Email ticketing, basic reporting	Cloud (SaaS)	Solo operators
Desk365	Up to 3 agents	Teams integration, email ticketing	Cloud (SaaS)	Microsoft 365 users

Free plans are ideal for small teams, but as needs grow, upgrading to paid tiers (starting around $15–$20 per agent/month) may be necessary for advanced features like SLAs, detailed reporting, or automation.

1. Freshdesk

Freshdesk is a standout choice for small and medium-sized businesses (SMBs) looking for a free IT ticketing solution. Being cloud-based, it eliminates the need for server installations or complex setups, making it especially appealing for teams without dedicated IT staff. Let’s break down its features and limitations.

Free Agent Limit

Freshdesk's Free plan allows up to 10 agents, which is far more generous than many competitors that limit free usage to just 1–3 agents ^[1][2]. This makes it a practical option for small IT or support teams where multiple members need to handle tickets without the immediate need to upgrade. Plus, it supports unlimited tickets, so you won’t have to worry about ticket volume pushing you into a paid plan ^[1].

Key Free Features

The free plan comes with a range of essential tools, including:

• Email and web form ticket creation
• Shared inbox for team collaboration
• Ticket assignment and status tracking
• Basic dispatch and internal notes
• Ticket sharing
• A knowledge base
• Limited social media ticketing

These features provide streamlined workflows to help resolve issues efficiently ^[1][4].

Limitations

While the free plan is robust, certain advanced functionalities are reserved for paid tiers. These include:

• Enhanced automation rules
• Detailed analytics
• Greater customization options
• Live chat and voice support
• Omnichannel routing

For teams that deal with high call volumes, integrating Freshdesk with Dialzara can provide 24/7 call answering, complementing Freshdesk’s email-focused capabilities and ensuring seamless call handling within your ticketing system ^[1][2][4].

Best Use Cases

Freshdesk Free is ideal for startups and smaller teams that need a straightforward, email-based help desk solution for up to 10 agents ^[1][4]. It’s particularly effective for handling common IT tasks like:

• Password resets
• Software access or installation requests
• Hardware troubleshooting (e.g., laptops, printers, networks)
• General "how do I?" inquiries

Setting up Freshdesk Free is quick and easy. Small teams can get started in a day by signing up, adding agents, setting up email-to-ticket forwarding, and building a basic knowledge base ^[1][4]. However, if your needs evolve to include more advanced automation, detailed reporting, stronger SLA management, or IT asset management, it may be time to upgrade or explore other tools ^[1][2][3].

2. Zoho Desk

Zoho Desk provides a free plan tailored for small teams that need more advanced IT support solutions. Details like the number of agents allowed and the included features can differ, so it’s a good idea to visit the official Zoho Desk website to get the most up-to-date information. Up next, let’s take a closer look at what HubSpot Service Hub has to offer.

3. HubSpot Service Hub

HubSpot Service Hub provides a free ticketing solution with unlimited users through a single shared team inbox. Unlike platforms that cap the number of agents, this setup lets your entire team collaborate seamlessly, making it a great fit for growing teams. The free plan includes essential tools to help streamline support operations and keep things organized.

Key Free Features

The free tier comes with features like ticket pipelines to manage workflows, basic bots for simple automation tasks, and reporting dashboards to monitor resolution times and ticket volumes. It also integrates with HubSpot's free CRM, giving your support agents access to unified customer records. This means they can view complete customer histories, helping them resolve issues more efficiently.

Limitations

While the free plan is useful, it has a few drawbacks. The single shared inbox can become a bottleneck if you need separate addresses for different departments like IT support, billing, or general inquiries. Additionally, HubSpot branding is included on all interfaces and can only be removed with a paid plan. Advanced tools - such as more robust automation, multiple inboxes, service level agreements (SLAs), and detailed reporting - are only available in paid plans, which start at around $20 per month for two users.

Best Use Cases

HubSpot Service Hub works well for small and medium-sized businesses (SMBs) already using HubSpot CRM. It provides a unified view of customer data alongside support tickets, making it especially helpful for startups and small teams managing low-to-moderate ticket volumes via email. Plus, it offers a clear path to upgrade as your support needs expand.

4. Spiceworks

Spiceworks Help Desk is a free IT ticketing system designed for internal IT teams and managed service providers. Unlike many other free tools, it doesn’t restrict the number of agents you can add. With no per-seat charges, Spiceworks allows unlimited agents and tickets. It’s available as a cloud-based solution or an on-premises option, giving you the flexibility to choose based on your infrastructure needs.

Free Agent Limit

With Spiceworks, there’s no limit on agents - you can add as many technicians as your team requires. This setup can save small to medium-sized businesses (SMBs) a significant amount, especially when compared to platforms that charge $20–$40 per user per month after exceeding their free tier.

Key Free Features

Spiceworks offers the essential features needed for IT help desk operations. Its core ticketing system lets you log, assign, and track issues efficiently. Users can submit and monitor tickets through a simple web portal, cutting down on the chaos of email-based requests. The platform also supports email-to-ticket conversion and automated notifications, ensuring both technicians and users stay updated without extra manual effort.

Additionally, Spiceworks includes a basic knowledge base for self-service resources and provides inventory and network tracking tools. These features are especially helpful for smaller IT setups, making it easier to move away from outdated methods like shared inboxes or spreadsheets.

Limitations

Spiceworks does come with some trade-offs. Since it’s ad-supported, the interface displays IT-related advertisements, which some users may find distracting. The platform is also designed specifically for IT support, meaning it’s not ideal for broader customer service or multi-department use. While it includes basic automation and reporting, it lacks advanced features like SLA management or in-depth analytics.

For those opting for the on-premises version, there’s the added responsibility of managing server maintenance, backups, and performance tuning. This can be a challenge for smaller businesses without dedicated IT resources. Despite these drawbacks, the no-cost model and IT-focused design make it a practical choice for certain use cases.

Best Use Cases

Spiceworks is a great fit for small internal IT teams or solo IT administrators handling tasks like PC setups, network troubleshooting, and software installations. It’s also a solid option for managed service providers supporting multiple small clients who need a reliable help desk solution without breaking the bank. For teams focused on internal, technical support rather than high-volume customer service, Spiceworks offers a dependable solution at no cost. Many SMBs even pair it with virtual phone answering services to improve call management.

5. osTicket

osTicket is a self-hosted, open-source support ticket system that eliminates recurring subscription fees. With no licensing costs, per-agent charges, or ticket limits, the only constraint is your server's capacity. For U.S.-based small to medium-sized businesses (SMBs) with some technical know-how - or for managed service providers (MSPs) - this approach can be a cost-effective way to manage support without ongoing fees.

Free Agent Limit

The self-hosted version of osTicket allows for unlimited agents, users, and tickets. You can set up multiple departments - like IT, HR, or Facilities - configure several support email addresses, and create as many help topics as needed. Since there are no licensing restrictions, the only limits depend on your server's performance, such as CPU, RAM, and database capacity. This makes osTicket a solid choice for growing teams looking for flexibility.

Key Free Features

osTicket brings all your support requests - whether they come through email, web forms, or phone - into one centralized dashboard. The platform offers customizable ticket fields, so you can collect specific details like asset tags, priority levels, or departmental information. This helps streamline communication and ensures that agents have all the context they need.

Key features include:

• Ticket Routing and Filtering: Automatically assign tickets based on criteria like subject or department. For example, "password reset" requests can be routed directly to the appropriate team.
• Auto-Responders and Templates: Send acknowledgment emails or updates using pre-built templates.
• SLA and Priority Management: Maintain response targets and keep service levels on track.
• Internal Notes: Agents can collaborate behind the scenes without exposing sensitive details to end users.
• Built-In Knowledge Base: Create self-service articles to reduce the number of incoming tickets.
• Role-Based Permissions: Control who can access tickets and manage workflows across different departments.

All these features are included without requiring any paid add-ons, making osTicket a feature-rich option for teams on a budget.

Limitations

The biggest trade-off with osTicket is that you’re responsible for hosting and maintenance. This means tasks like patch management, database backups, SSL certificate installation, and uptime monitoring fall on your shoulders - or require someone experienced with web servers, PHP, and MySQL.

Another drawback is the platform’s outdated user interface, which some users find less intuitive compared to modern SaaS tools. This could make adoption challenging for non-technical staff. Additionally, osTicket has limited built-in integrations with popular business tools and lacks some of the advanced automation features offered by cloud-based help desks. For small businesses without dedicated IT support, these challenges might outweigh the cost savings.

Best Use Cases

osTicket is a great fit for teams with in-house technical expertise. It’s particularly well-suited for tech-savvy SMBs that already manage their own servers or websites, or for those working with an MSP to handle hosting and maintenance. It works effectively as an internal IT help desk for companies with 20–200 employees, especially where structured management of hardware, software, and access issues is critical. MSPs and IT consultancies can also benefit from its ability to support unlimited agents and manage multiple departments or client environments - all without recurring costs.

That said, if your team needs a quick, non-technical setup or relies heavily on integrations with SaaS tools, a cloud-based solution might be a better choice. But for budget-conscious teams with the technical know-how to manage a self-hosted system, osTicket offers a powerful, cost-effective ticketing solution without the burden of software licensing fees.

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6. LiveAgent

LiveAgent's free ticketing plan is designed for freelancers and solo operators who need basic email support without spending a dime. While LiveAgent is well-known for its all-in-one help desk - offering live chat and call center features - the free plan zeroes in on core ticketing. It's a practical choice for individuals or small-scale operations just starting out.

Free Agent Limit

This plan supports only one agent, making it ideal for solo IT administrators or single-person support teams. Unlike some competitors that allow multiple agents (ranging from three to 10) on their free tiers, LiveAgent's single-agent restriction means you'll need to upgrade if your team grows or if multiple people need access. This limitation underscores the plan's focus on solo use.

Key Free Features

Even with the one-agent cap, LiveAgent’s free plan comes with some useful perks:

• Unlimited ticket storage: Perfect for small businesses that want to keep detailed records without worrying about storage limits.
• Email ticketing: Manage customer inquiries efficiently through email.
• Customer portal: Allows users to check the status of their tickets.
• Contact and ticket history: Keep track of past interactions for better follow-ups.
• Basic reporting: Monitor ticket volumes and response times.
• Basic integrations: Connect with essential business tools.

You can set up a shared support email to streamline IT requests and categorize tickets (e.g., password resets, VPN issues, or printer errors). Prewritten responses for common problems can also help speed up resolutions, even without advanced automation features.

Limitations

The free tier doesn’t include advanced features like live chat, automation, multichannel support, or customization. This makes it less suitable for businesses that need to handle complex workflows or high volumes of inquiries across multiple channels like chat, phone, or social media. Growing teams or companies with diverse support needs may find the free plan limiting.

Best Use Cases

LiveAgent’s free plan is a great fit for:

• Freelancers and solopreneurs managing customer inquiries on their own.
• Small service businesses or consultants consolidating IT requests into one inbox.
• Very small SMBs that primarily rely on email for support and want a modern, straightforward interface without added costs.

For growing IT teams or managed service providers, the one-agent restriction and lack of advanced features may not meet their expanding needs. However, pairing LiveAgent's free ticketing with tools like Dialzara can create a cost-effective support solution. Dialzara handles 24/7 call answering and converts calls into tickets, which can then be managed in LiveAgent. This setup allows small businesses to handle both phone and email support efficiently without increasing headcount.

7. Desk365

Desk365 is a cloud-based ticketing system tailored for Microsoft 365 users. If your small business operates with Outlook and Microsoft Teams, Desk365 seamlessly integrates into that environment, enabling you to manage tickets directly within Microsoft 365. The free plan is designed for startups and small teams, offering a cost-effective way to organize IT support while keeping everything within one ecosystem.

Free Agent Limit

With the free plan, you can have up to 3 agents on the system. This puts Desk365 on the same level as Zoho Desk and ahead of LiveAgent, which only allows a single agent on its free plan. This setup is perfect for a small IT team, such as one primary agent and two backups. However, if your team grows beyond three members needing access, you’ll need to explore their paid options.

Key Free Features

The free tier includes essential features like email ticketing and basic automation for ticket creation, assignment, and tracking. Its Microsoft Teams integration is a standout, enabling agents to receive, respond to, and collaborate on tickets directly within Teams - eliminating the need to switch to a separate help desk interface. Additional features include entry-level SLA management, a simple customer portal, and a basic knowledge base, which can help deflect repetitive questions like password resets or common "how-to" queries.

Limitations

While the free plan covers the basics, it lacks advanced automation, detailed reporting, and broader integration options beyond the Microsoft 365 ecosystem. If your business requires more complex workflows, in-depth analytics, or connections to non-Microsoft tools, you’ll likely need to upgrade to a paid plan as your needs expand.

Best Use Cases

Desk365’s free plan is a great fit for small IT support teams or lean customer service operations. It’s particularly effective for teams focused on email-based inquiries who want to keep things simple while leveraging their existing Microsoft tools. For businesses handling high call volumes, consider pairing Desk365 with Dialzara. This combination allows Dialzara to manage 24/7 call answering and log call details directly into your ticketing system, ensuring all customer interactions - whether by phone or email - are tracked and ready for follow-up.

Feature Comparison Table

Here’s a breakdown of popular IT ticketing systems, highlighting their features, limitations, and ideal use cases for small and medium-sized businesses (SMBs).

System	Free Agent Limit	Key Free Features	Deployment	Entry Paid Tier	Free Plan Limitations	Best For
Freshdesk	Up to 10 agents	Email & social ticketing, knowledge base, ticket dispatch, basic reporting, mobile app	Cloud (SaaS)	From ~$15–$20/agent/month	Limited automation, no SLAs, basic reporting only	Startups and small teams needing a simple, scalable multichannel help desk with generous free limits
Zoho Desk	Up to 3 agents	Email ticketing, help center, macros, mobile apps, basic reporting	Cloud (SaaS)	From ~$14–$20/agent/month	Limited channels, no advanced automation or SLAs	SMBs already using Zoho apps or those seeking early multichannel support with a help center
HubSpot Service Hub	Unlimited users	Shared inbox (1), ticket pipelines, basic bots, live chat, simple knowledge base	Cloud (SaaS)	From ~$20/month for 2 users	Only 1 shared inbox, vendor branding, limited pipelines and automation	Companies using HubSpot CRM who want unified customer and support data
Spiceworks	Unlimited agents	Email ticketing, user portal, basic IT inventory/asset tracking, network monitoring	Cloud or self-hosted	$0 (fully free)	Ad-supported interface	IT-focused teams and MSPs seeking a 100% free, IT-centric help desk
osTicket	Unlimited agents	Customizable fields/forms, ticket filters, auto-responder, email piping	Self-hosted (open source)	Free (hosting costs only)	Requires server setup, installation, and ongoing maintenance	Tech-savvy teams comfortable with self-hosting who want flexibility and no per-agent fees
LiveAgent	1 agent	Email ticketing, basic customer portal, contact/ticket history, simple reporting	Cloud (SaaS)	From ~$9–$15/agent/month	7-day ticket history limit, no live chat on free tier	Solopreneurs or very small teams testing ticketing with light volumes
Desk365	Up to 3 agents	Shared inbox, email ticketing, basic automation, Microsoft Teams integration	Cloud (SaaS)	Visit vendor's site for pricing	Limited automation, no advanced reporting, fewer integrations beyond Microsoft 365	Small teams using Microsoft 365/Teams workflows who need a simple free plan

This comparison can help you match your support needs with the right ticketing system.

Key takeaways: If your business handles a lot of calls alongside email tickets, consider adding an AI phone answering service like Dialzara. Dialzara works 24/7 to screen calls and log details directly into your ticketing system, ensuring phone inquiries don’t get missed while your team focuses on email support.

The deployment column is especially important if you’re weighing technical requirements. Self-hosted tools like osTicket provide full control with no per-agent fees but demand technical expertise for server management, updates, and security. Spiceworks, on the other hand, offers both cloud and self-hosted options, though the cloud version is ad-supported.

When looking at paid tiers, remember that costs are typically per agent and can increase as your team grows. Tools like Spiceworks and osTicket remain free as you scale, but they come with trade-offs - ads in Spiceworks’ case and technical overhead for osTicket.

Lastly, ecosystem fit can be a game-changer. If you’re already using HubSpot CRM or Zoho apps, their service desk tools integrate seamlessly with your existing data. Similarly, Desk365’s Microsoft Teams integration keeps workflows streamlined for businesses using Microsoft 365. Choosing a system that aligns with your current tools can save time and reduce the risk of missing important details.

Conclusion

Freshdesk provides a well-rounded free plan that supports up to 10 agents, offering features like email and social ticketing, a knowledge base, and basic automation. It's a great fit for small to medium-sized businesses looking for a straightforward solution to manage customer support effectively. ^[1] If Freshdesk doesn’t meet your specific needs, there are plenty of other options tailored to different use cases.

For instance, Zoho Desk works seamlessly with Zoho apps and supports teams of up to 3 agents, while HubSpot Service Hub connects support tickets directly to customer records, allowing unlimited users. ^[1] If your focus is IT, Spiceworks stands out with features like inventory tracking and network monitoring, though its ad-supported interface might not suit everyone. ^[2] For those comfortable with self-hosting, osTicket offers a customizable, open-source solution without per-agent fees, though it does require you to handle hosting and maintenance. ^[2]

Freelancers and very small teams might appreciate simpler tools like LiveAgent (1 agent) or Desk365 (up to 3 agents), which offer centralized support systems without overwhelming complexity. ^[1]

If your business handles a high volume of phone calls, consider pairing your ticketing system with an AI-powered phone answering service like Dialzara. Dialzara can log calls as support tickets, collect intake details, and integrate seamlessly with thousands of business apps, turning phone inquiries into trackable tickets - no extra agents needed.

It's a good idea to review your free plan every 6–12 months. Signs that it’s time to upgrade include bottlenecks in manual processes, missed response deadlines, or the need for more advanced reporting and automation tools. ^[1] Many providers offer entry-level paid plans starting at around $15–$20 per agent per month. These plans often include features like SLA tracking, advanced automation, and white-label branding, all while maintaining your existing setup and data. ^[1]

FAQs

What should I look for in a free IT ticketing system for my small business?

When choosing a free IT ticketing system for your small business, it's essential to weigh a few key factors. Start by considering how easy the system is to set up, whether it works well with your existing tools, and if it can manage your support needs efficiently. Features like customizable workflows, call management, and appointment scheduling can be particularly helpful if they align with your daily operations.

You’ll also want to think about the cost of potential upgrades, the quality of customer support, and whether the platform can grow alongside your business. Opting for a system that integrates smoothly with your current processes can save you time and make your operations more efficient.

How do integrations with tools like Microsoft 365 or HubSpot CRM improve IT ticketing systems?

Integrating IT ticketing systems with platforms like Microsoft 365 or HubSpot CRM can streamline operations and improve service quality. These integrations automate processes such as ticket creation, making workflows smoother and ensuring accurate data is shared between systems.

With these connections in place, businesses can access essential information more quickly, leading to faster response times and improved customer support. For small businesses, this means saving time, cutting down on manual tasks, and staying more organized when handling IT requests.

What are the drawbacks of using a free IT ticketing system versus a paid one?

Free IT ticketing systems can be a good starting point, but they often come with basic features and limited customization, making it challenging to adapt the system to fit your specific business requirements. Many of these tools also impose restrictions on the number of users or tickets you can manage, which can create roadblocks as your company expands.

Another drawback is the lack of robust customer support and the absence of advanced features like automation or integrations. These tools are crucial for streamlining processes and managing higher volumes of requests effectively. While free systems might work well for smaller businesses in the short term, these constraints could hinder efficiency and growth over time.