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Free Help Desk & Ticketing Software

Keep track of customer requests in one unified help desk so your team can stay organized, manage tickets, easily prioritize work, and find solutions for customers faster.

Get started with HubSpot's free help desk and ticketing software.
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Never Miss a Customer Issue With Ticketing and Help Desk Tools

Resolve issues faster and exceed expectations with integrated help desk tools.

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See how HubSpot’s customer service software can help you turn customers into promoters.

Build the foundation for exceptional customer support with easy-to-use help desk software.

  1. HubSpot's easy to use ticketing system.

    Log, organize, and keep track of tickets all in one place.

    As your customer base grows, it becomes easier to let customer issues slip through the cracks. Emails get lost, spreadsheets become unmanageable, and customers suffer.

    With HubSpot’s ticketing system, you can record, organize, and track all of your customers’ issues in one dashboard that’s accessible to your entire customer support team. You’ll never question the status of a ticket, where it is in the queue, or how long it took to get resolved.

    Then, keep track of key support metrics like agent response time, ticket volume, and more so you can effectively manage customer demand, coach your support team to be successful, and ultimately provide a better customer experience.

  2. Help desk and ticket automation interface.

    Leverage a centralized help desk to automate tickets and add efficiency to your service teams.

    HubSpot’s ticketing tools include routing and automation features to create efficiencies so your team spends less time on help desk management and manual data entry, and more time helping customers succeed.

    When a customer fills out a form, sends an email, or reaches out through live chat, HubSpot can automatically create a ticket based on who it’s from and add the source of the message, and route it to the right person on your team for help.

  3. Quickly visualize critical customer tickets.

    Prioritize requests so critical tickets get resolved faster.

    Any support team knows that not all customer support tickets are equally urgent. With HubSpot’s help desk tools, you can prioritize requests so your team can tackle the most critical issues first. 

    Quickly assign owners and stages to individual tickets, and HubSpot will organize them into a personalized pipeline of work for each member of your team.

    Tickets also feature helpful information about customers' history, product details, service issues, and more so your team has all the right context to deliver helpful, personalized support to each and every customer — faster.

Customer Service Software That Turns Customers Into Promoters

Conversations

Manage 1-to-1 customer communications at scale through a universal, collaborative, inbox that aggregates customer emails, chats, and more — and is accessible to your entire team.

Tickets

Log customer issues as tickets that can be assigned to members of your team, organized and prioritized, and tracked in a central location.

Feedback

Get a pulse on customer happiness, and deploy surveys to gather feedback that can be used to build a better customer experience.

Automation & Routing

Automate your customer service processes with ticket routing, escalation, and task creation. Use feedback responses to kick off automated customer marketing emails or internal notifications to your team.

Knowledge Base

Turn your customers’ most frequently asked support questions and tickets into a robust, optimized knowledge base of help articles and documentation that’s indexed in search engines.

Team Email

Create team-wide email aliases that automatically turn incoming emails into tickets or get routed to your conversations dashboard.

Live Chat

Engage in contextual, personalized customer service conversations with your customers in real time on your website.

Conversational Bots

Use bots to improve live chat efficiencies and scale 1-to-1 communications by routing customers to relevant help documentation, the appropriate chat agent, and more.

Reporting

Measure the impact of your customer service efforts with built-in reporting tools that track knowledge base usage data, ticket volume and response time, customer feedback, and more.

Goals

Report on metrics related to a specific customer goal, like ticket response time. Use goals to easily track and meet customer service level agreements (SLAs).

FAQs

  • A help desk is a centralized tool for managing incoming customer issues. The help desk lets you organize and record ongoing customer issues and provides a reference point for your customer-facing teams. Help desks also let you track efficiency metrics to manage the performance of your customer-facing team—things like response time, ticket volume, first resolution time, and how many tickets are in which stage of resolution.

    Some companies choose to have multiple teams working within a singular help desk. In that case, a help desk with built-in automation, folders, and escalation systems can be beneficial. 

     

    HubSpot’s help desk offers all of this and more. Use automation to send your tickets directly to the best user on your team. Escalate effectively and efficiently so your customers never have to wait too long. Use HubSpot’s built-in knowledge base to document all of your existing knowledge, and make it easy for customers to find answers on their own.

  • Popular features of HubSpot’s help desk include:

    • Integrated feedback surveys to track customer sentiment and happiness
    • Ticket automation and routing
    • Internal and external performance metrics
    • Triage and SLA levels to meet all your customer needs
    • Built-in knowledge base to quickly create and reference documentation

  • HubSpot’s help desk is part of Service Hub, and you can get started with it for free. If you are looking for more advanced features to help automate and scale your support operations, HubSpot also offers premium features with Starter, Professional, and Enterprise editions of Service Hub.

  • If you’re already using a help desk, implementation time may vary based on factors like data migration and the complexity or amount of data you have to move over. For companies that have never used a help desk, the implementation time is much shorter—the only thing you need to set up is access for your team and their specific role

Start turning customers into promoters with HubSpot’s help desk and ticketing software.

Use HubSpot to delight customers with top-notch customer service.

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See how you can use Service Hub to build a modern customer support system.