### Contents - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) # Help Desk Software Resources ##### Articles, Glossary Terms, Discussions, and Reports to expand your knowledge on Help Desk Software Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [articles](#resources-articles) from our experts, [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data. [ContentsExpand/Collapse Contents](#) - [**Articles**](#resources-articles) - [**Glossary Terms**](#resources-glossary_terms) - [**Discussions**](#resources-discussions) - [**Reports**](#resources-reports) ## Help Desk Software Articles [![Top 11 Free Help Desk Software for Small Businesses in 2024](https://learn.g2.com/hubfs/G2CM_BI115_Backlog_Images_%5BService_desk_vs_help_desk%5D_V1b.png "Top 11 Free Help Desk Software for Small Businesses in 2024")](https://www.g2.com/articles/best-free-help-desk-software) [ ### Top 11 Free Help Desk Software for Small Businesses in 2024 ](https://www.g2.com/articles/best-free-help-desk-software) Every growing business encounters a daily onslaught of support requests from potential and existing customers. Even the most elite customer support teams can be defeated by the endless inquiries. The results: missed emails, ignored phone calls, a million open tickets on the support spreadsheet, and a sharp decline in customer satisfaction. [ ![Soundarya Jayaraman](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Soundarya Jayaraman") SJ ](https://learn.g2.com/author/soundarya-jayaraman) by Soundarya Jayaraman [![What Is Automated Customer Service? (+ 4 Ways to Implement It)](https://learn.g2.com/hubfs/G2CM_BI069_Backlog_Images-%5BAutomated_customer_service%5D_V1b.png "What Is Automated Customer Service? (+ 4 Ways to Implement It)")](https://www.g2.com/articles/automated-customer-service) [ ### What Is Automated Customer Service? (+ 4 Ways to Implement It) ](https://www.g2.com/articles/automated-customer-service) If you haven’t noticed, bots are taking over the world. [ ![Alexa Drake](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alexa Drake") AD ](https://learn.g2.com/author/alexa-drake) by Alexa Drake [![Service Desk vs Help Desk: How to Tell Them Apart](https://learn.g2crowd.com/hubfs/Stock%20images/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers,%20manager%20giving%20training%20and%20education%20instructions.jpeg "Service Desk vs Help Desk: How to Tell Them Apart")](https://www.g2.com/articles/service-desk-vs-help-desk) [ ### Service Desk vs Help Desk: How to Tell Them Apart ](https://www.g2.com/articles/service-desk-vs-help-desk) It bothers me when things don’t work the way they should. [ ![Zack Busch](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Zack Busch") ZB ](https://learn.g2.com/author/zack-busch) by Zack Busch ## Help Desk Software Glossary Terms [![Self-Service Portal](https://learn.g2.com/hubfs/G2CM_GI599_Glossary_Article_Images-%5BSelf_Service_Portal%5D_V1a.png "Self-Service Portal")](https://www.g2.com/glossary/self-service-portal-definition) [Self-Service Portal](https://www.g2.com/glossary/self-service-portal-definition) Self-service portal is an online resource center visitors use to troubleshoot problems without a customer service representative. Learn about its benefits. by Holly Landis [![Live Chat](https://learn.g2.com/hubfs/G2CM_GI470_Glossary_Article_Images-%5BLive_Chat%5D_V1b.png "Live Chat")](https://www.g2.com/glossary/live-chat-definition) [Live Chat](https://www.g2.com/glossary/live-chat-definition) Live chat is a website tool that allows customers to chat with the company in real time. Learn more about live chat. its common features, and benefits. by Whitney Rudeseal Peet [![SLA management](https://learn.g2.com/hubfs/SLA_management.png "SLA management")](https://www.g2.com/glossary/sla-management) [SLA management](https://www.g2.com/glossary/sla-management) SLA management is the process of ensuring that all the services and procedures of a business align with the service level agreement (SLA). Learn more about why SLA management is essential, the benefits it offers, and which best practices are appropriate for it. by Amal Joby ## Help Desk Software Discussions 0 Question on: Deskpro [What is Deskpro used for?](/discussions/what-is-deskpro-used-for) What is Deskpro used for? It is used a help desk ticketing system for organizations IT team members to track and record what requests are submitted for them. You are able to graph statistics for your results. There are varying ways to keep track of agents' progress. Attachments and notes can be added to show solutions. The system replies to the submitter of the ticket, but others can be added, and the ticket can be forwarded, too. Answered: Cathleen Vilmont on April 1, 2025 [Your answer](/discussions/what-is-deskpro-used-for/comments/new?remote=true) 0 Question on: Freshdesk [\*WARRNING\* Freshdesk uses False Advertisement and Deceptive Business Practices](/discussions/warrning-freshdesk-uses-false-advertisement-and-deceptive-business-practices) My company signed up with Freshdesk on what Freshdesk "promised" to offer and advertised to offer. However, once you sign-up, what you get is very different than what is advertised. Freshdesk advertised Bring Your Own Carrier (BYOC) which would allow you to keep your current phone provider and basically forward calls to Freshdesk. I asked Freshdesk specifically if Twilio was supported and they said YES! We sign up and then try to set up the BYOC through Twilio, like they told us we could do.... and they come back to us and say Twilio is not supported! I even have screenshots of where Freshdesk told us it was supported! But it turns out Freshdesk just told us lies to get us to signup. I have not had that experience. Answered: Joshua Morse on August 14, 2023 [Your answer](/discussions/warrning-freshdesk-uses-false-advertisement-and-deceptive-business-practices/comments/new?remote=true) 0 Question on: Zendesk for Customer Service [Is there a free version of Zendesk?](/discussions/is-there-a-free-version-of-zendesk) Is there a free version of Zendesk? Zendesk Support Suite offers a free 14 - day trial. Answered: Ankur Goyal on September 8, 2024 No, but there is a Free Trial on their website's pricing page. Answered: Ryan Gerhardt on May 10, 2023 Currently we don't have a free access for Zendesk, but we can use the 14 days trial version. Answered: Samynathan Subramanian on May 11, 2023 There is trial. Answered: Artyom Mayorov on May 14, 2024 Whilst there is not a free Zendesk instance, they do offer a 14 day free trial service. After that has ended, you would need to pick a plan that suites your business needs. Plans start from £35 a month, per user and go up to £175 per month, per user. The higher the plan, the more functionality and benefits you get. Answered: Andy Seaman on May 11, 2023 There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Answered: Jeff Contizano on May 10, 2023 No they dont but you can take free trial of alternative of zendesk called Desku.io Answered: Gaurav Nagani on October 5, 2023 [See more answers (6)](javascript:void(0);) [Your answer](/discussions/is-there-a-free-version-of-zendesk/comments/new?remote=true) - [‹ Prev‹ Prev](/categories/help-desk/resources?discussions_page=11) - [1](/categories/help-desk/resources) - [2](/categories/help-desk/resources?discussions_page=2) - … - [8](/categories/help-desk/resources?discussions_page=8) - [9](/categories/help-desk/resources?discussions_page=9) - [10](/categories/help-desk/resources?discussions_page=10) - [11](/categories/help-desk/resources?discussions_page=11) - 12 - [13](/categories/help-desk/resources?discussions_page=13) - [14](/categories/help-desk/resources?discussions_page=14) - [15](/categories/help-desk/resources?discussions_page=15) - [16](/categories/help-desk/resources?discussions_page=16) - … - [123](/categories/help-desk/resources?discussions_page=123) - [124](/categories/help-desk/resources?discussions_page=124) - [Next ›Next ›](/categories/help-desk/resources?discussions_page=13) ## Help Desk Software Reports Mid-Market Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Summer 2026 G2 Report: Momentum Grid® Report Small-Business Grid® Report for Help Desk Summer 2026 G2 Report: Grid® Report Enterprise Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Small-Business Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Mid-Market Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Grid® Report for Help Desk Spring 2026 G2 Report: Grid® Report Momentum Grid® Report for Help Desk Spring 2026 G2 Report: Momentum Grid® Report