As a business owner, you already understand the importance of providing excellent customer service. One of the key components of providing great customer service is having a help desk software solution that can assist your customers quickly and efficiently. When it comes to managing customer support requests, having a help desk software can make a world of difference. It streamlines communication, improves response times, and helps teams collaborate effectively. But what if you’re a small business or a startup with limited funds?

It is understandable if as a small business owner, you may not have the budget to invest in a premium help desk software solution. Fortunately, there are free help desk software options available that can help you provide quality customer service without breaking the bank.

Free help desk software can be an ideal option for businesses that are just starting out, or that have limited resources. However, it’s important to consider both the pros and cons of free help desk systems.

We’re exploring the pros and cons of free help desk software solutions to help you decide if it’s the right choice for your business. We’ll discuss the benefits of using free software, such as lower costs and easier implementation, as well as the drawbacks, such as limited features and potential security risks. By the end of this article, you’ll have a better understanding of whether free help desk software is the right choice for your business.

The Rise Of Helpdesk Software

According to Gladly’s customer service report in 2020, personalized customer care can lead to a significant increase in customer spending, with 84% of customers indicating they would spend more with a brand that delivers this type of service. As a result, businesses worldwide are recognizing the importance of providing exceptional customer service for their brand reputation and growth. It’s no surprise that the help desk software market is projected to reach $11 billion by 2023.

The Pros Of Free Help Desk Software

Examining the pros of free help desk systems is crucial for understanding the benefits and advantages such a tool can offer your business. The quality of a solution can be assessed, and comparisons to help desk software options that may have associated costs can be made.

Ultimately, considering the pros of free help desk software can help you make an informed decision about the best help desk solution for your business. As a result, your customers will be sufficiently supported, and their expectations regarding customer service can be exceeded.


Perhaps the most obvious advantage of free help desk software is that it is free. For start-up or smaller businesses that have a limited budget, being able to access help desk software without paying anything is a significant benefit.

A lot of help desk software comes with a high initial cost, and you may end up paying for features that your business doesn’t require. However, if your business doesn’t heavily rely on complex computer programs, a free help desk software can provide sufficient coverage. This is especially advantageous for business owners who cannot afford expensive software for each employee, and may end up with unnecessary and redundant features.

The lack of cost enables companies to invest the money they save in other areas of the business, such as marketing or product development. Enabling service teams to efficiently and effectively deal with customer queries, whilst developing other aspects of the business, is a fantastic way to move a business forward.


Most free help desk solutions are designed to be easy to set up and use, even for those with no coding or software development abilities. For a free help desk to be a positive addition to a customer service team’s workflow, it must be easy to integrate and a breeze to on-board.

Software providers typically offer step-by-step guides and tutorials to help companies get started, and the user interface is usually intuitive and user-friendly. Ease of use also ties in with cost-effectiveness, since there is no need for IT specialists or expert developers to be hired to integrate new systems. It can be done with just a few simple clicks.

Basic Features Available

Many paid-for help desk systems offer a whole host of features and tools that may be irrelevant to your business. Free help desk software helps you to avoid paying extortionate amounts for features you don’t want or need.

While free help desk software solutions may not offer as many features as premium options, they still provide basic features such as ticket management, knowledge base creation, and reporting. These features can help you manage customer inquiries and provide timely and accurate responses.


Failing to utilize any help desk system, in order to save money or time, would be a highly impactful business mistake. Growth is a top priority for companies. Implementing systems and solutions early on will enable a business to keep up with growing demand in a sustainable and manageable way.

Many free help desk software options are scalable, meaning that they can grow with your business. This is important for businesses that are just starting out but have plans to expand in the future. With a scalable help desk software, you can easily add new users or features as your business grows. A lot of free help desks offer the ability to upgrade to a premium plan as and when the time comes.

The Cons Of Free Help Desk Software

Whilst a free help desk might sound like the perfect solution, it is essential to recognize their flaws. Businesses that prioritize flexibility, adaptability, and customization may struggle to find a held desk for free that suits their needs.

Here are some of the major cons of free help desk solutions:

Limited Features

Although the offering of basic features is listed as a pro in this article, it also belongs in the cons section. Companies are unique, and so need to evaluate whether basic features are enough to serve their customer service agents and their customers properly.

Free help desk solutions don’t usually provide advanced features such as automation, integrations with other software. This can limit your ability to provide a fully integrated customer service experience, as well as relieve sufficient pressure from your customer service teams.

Minimal Support

Compared to paid options, free help desk software typically offers limited support. This can be a problem if you run into technical issues or require help setting up your software. Particularly if your customer base has grown alongside your business, having to wait for extended periods of time before receiving support for your help desk can damage customer satisfaction levels.

While some free help desk software options do offer support, you may have to rely on community forums or self-help resources to troubleshoot issues, which can be time-consuming.

Customization Limitations

Many free help desk software options include ads or branding from the software provider. This can lead to your business appearing less authoritative, and prevent customers from placing their trust in you. Some free help desk software options allow you to remove ads or branding for a fee, this may not be an option for all businesses.

Equally, free options don’t usually allow companies to incorporate their own branding or logos, making it more difficult to create a consistent brand experience for your customers.

Free helpdesk software can be a good option for businesses with a limited budget, but as with anything that comes for free, there appears to be some cons to consider. The limited features, potential for advertisements, security risks, lack of support, and limited customization options are some of the main drawbacks of free helpdesk software. It’s important to evaluate whether these limitations outweigh the benefits of cost savings before deciding to use free software. Paid versions may offer more advanced features, greater security, and more personalized support. Ultimately, businesses need to weigh the pros and cons of both options and choose the one that best fits their needs and budget.

You’re The Product

The well-known phrase “If the product is free, you’re the product” typically refers to search engines and social media, but it applies to almost any free software, including help-desk solutions. Free software may collect information about your organization and customers, and often lacks robust security measures. While open-source solutions may be an exception, most free help-desk solutions are closed boxes. With SaaS solutions, the freemium model may not offer enterprise-grade security for the free version, which could potentially put your organization at risk. Therefore, it’s crucial to carefully consider the security measures of any free help-desk software before deciding to use it.

Why Do Some Businesses Prefer To Steer Clear Of Free Helpdesk Software?

While free helpdesk software may seem like an attractive option, there are several reasons why it may not be the best choice for your business.

Firstly, free helpdesk software may have limited features, which could limit your ability to effectively manage customer support requests. Paid versions often offer more advanced features and customization options that can enhance the functionality and efficiency of your support system.

Secondly, free helpdesk software may display advertisements, which can be distracting and unprofessional. This could impact the reputation of your business and make it more difficult to build trust with customers.

Thirdly, free helpdesk software may not have the same level of security as paid versions. This could leave your business and customers vulnerable to cyber attacks, which could be costly and damaging.

Lastly, free helpdesk software may not offer the same level of support as paid versions. If you encounter any issues, you may have to rely on online forums or community support rather than dedicated technical support.

In summary, while free helpdesk software may be a cost-effective option, it may not provide the same level of features, security, and support as paid versions. Businesses should carefully evaluate their needs and consider the potential drawbacks before deciding whether to use free or paid helpdesk software.

Is A Free Help Desk Right For Your Business?

Choosing whether free help desk software is the right option for your business depends on your specific needs and priorities. If cost is a significant concern, and you have a limited budget, a free solution may be the best option.

However, if you require advanced features and support, investing in a premium option may be a better fit.

Free Help Desk Software 2

Consider the size of your customer base, business goals, technical expertise, and customer service needs when selecting a help desk solution. If you have a small customer base and limited customer inquiries, a free solution could be sufficient. But, if you have a particularly high volume of customer inquiries, you may need a more robust solution that can handle a larger workload.

Many of the attractive features that you might not get from free help desk software, like intuitive interfaces and comprehensive support, aren’t exclusive to software with eye-watering price tags.

If you lack coding or software development abilities, there are flexible solutions available that can help you delight your customers, without overstretching your budget.

Looking for an effective help and service desk solution for your business? See how Wavity can help today!

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