Top 21 IT Ticketing Systems to Use in 2025

Have you ever felt overwhelmed by IT issues piling up with no clear way to track them?

IT ticketing system form the cornerstone of effective IT support, enabling businesses to streamline processes and boost productivity. With many options on the table, discovering the best free IT ticketing system can be daunting. In this article, I will walk you through the top 21 free IT ticketing systems of 2025, their advantages, benefits, and how to pick the perfect one for your organization.

“A well-implemented IT ticketing system can reduce downtime by 50% and improve customer satisfaction significantly.”- John Smith, an IT service management expert

What is an IT Ticketing System?

An IT ticketing system is a software application that enables organizations to handle, monitor, and resolve IT issues or service requests. It is a central platform where users can report problems, and IT staff can resolve them effectively.

How Does an IT Ticketing System Work?

1. Issue Submission – A user raises a ticket through email, web portal, or chat.
2. Ticket Categorization – The system classifies the issue and allocates a priority level.
3. Assignment to Technicians – IT personnel are alerted and start troubleshooting.
4. Resolution and Documentation – The problem is resolved, and information is recorded.
5. Closure and Feedback – User verifies resolution, and feedback is gathered.

Top 21 Free IT Ticketing Systems for 2025

1. Spiceworks Help Desk

Spiceworks is a self-hosted and cloud-based IT ticketing system popular among IT professionals. It offers a simple-to-use help desk solution with a knowledge base integrated and robust community support. The solution is suitable for small and medium-sized enterprises seeking a free and effective method of handling IT tickets.

Key Features:

• Cloud-based and self-hosted deployment options.
• Email ticketing system with automation and tracking.
• Self-service knowledge base.
• Active professional community support.

Pros:

• Free with feature-rich for small enterprises.
• Easy to install and utilize with easy-to-use interface.
• Large user community for trouble-shooting and support.
• Compatible with network monitoring tools.

Cons:

• Reporting and analytics facilities are limited.
• No formal customer support as it depends on the community.

2. Freshdesk Free Plan

Freshdesk is a cloud-based help desk solution for companies of all sizes. The free plan offers ticket management, automation, and multi-channel support, which is ideal for small businesses and startups.

Key Features:

• Automated tickets for quicker resolution.
• Omnichannel support through email, chat, and social media.
• IT team collaboration tools to work more efficiently.
• AI-driven bots to help answer frequently asked questions.

Pros:

• Easy-to-use and sleek interface.
• Multi-channel support makes it more accessible.
• The free plan supports up to 10 agents.
• Powerful automation tools for productivity.

Cons:

• Few customization options in the free plan.
• advanced reporting included in paid plans only.

3. Zoho Desk Free Plan

Zoho Desk is a cloud help desk solution that is ideal for businesses that require a simple-to-use help desk. It integrates well with other Zoho solutions, making it an ideal choice for existing Zoho customers.

Key Features:

• AI-driven chatbot for auto-responding.
• Multi-channel ticketing facility (email, social media, phone).
• SLA management for ticket prioritization.
• Customer self-service features via a knowledge base..

Pros:

• Smooth integration with other Zoho applications.
• AI support for quicker resolution of tickets.
• Simplistic and easy-to-use user interface.
• Good reporting tools even on the free plan.

Cons:

• Restricted automation in the free plan.
• Some features need extra paid add-ons.

4. HubSpot Service Hub Free

HubSpot Service Hub comes with a free ticketing system that integrates with CRM. It’s perfect for teams that require a simple ticketing system with a robust customer relationship management (CRM) aspect.

Key Features:

• Centralized inbox for handling tickets.
• Automation tools for assigning tickets.
• Customizable pipelines for tickets.
• Integration with HubSpot’s CRM.

Pros:

• Free CRM comes included for enhanced customer insights.
• Simple interface and easy setup.
• Multi-channel support for handling customer interactions.
• Excellent reporting functionalities for monitoring service performance.

Cons:

• Fewer customization options available in the free plan.
• A few automation tools need a paid upgrade.

5. osTicket

osTicket is an open-source, self-hosted help desk software. It is among the most widely used free IT ticketing solutions for businesses seeking a customizable and affordable solution..

Key Features:

• Automated email ticketing system with workflows.
• Custom fields and forms for submitting tickets.
• SLA management to assign priority to tickets.
• Multi-language support for global teams.

Pros:

• Totally free and open-source with complete customization.
• High community support.
• Self-hosting guarantees data privacy and control.
• Easy integration with existing business tools.

Cons:

• Needs technical skill for installation and maintenance.
• No cloud-hosted option in the free plan.

6. SysAid Free Plan

SysAid is an IT service management (ITSM) tool built for companies requiring ticket automation and asset management. It provides ITIL-compliant features even at its free tier.

Key Features:

• Automated ticketing.
• IT asset and inventory management.
• Self-service end-user portal.
• Basic reporting and analytics.

Pros:

• ITSM features offered in the free plan.
• Allows automation to save manual effort.
• Facilitates tracking and effective management of IT assets.
• Supports basic workflow customization.

Cons:

• Free plan offers support for only a few users.
• More appropriate for IT staff than support in general.

7. Faveo Helpdesk

Faveo is an open-source ticketing solution that is geared towards startups and small companies that require an inexpensive support solution. It provides automation, SLA, and escalation for faster response times. It has support for ITIL frameworks and is apt for IT service management.

Key Features:

• Open-source helpdesk application with an email-based ticketing system.
• Offers automation and escalation processes for efficient resolution of tickets.
• Reusable ticket statuses, priorities, and SLA management.
• ITIL-based framework support for enterprise-level service management.

Pros:

• Supports ITIL best practices for organized service management.
• Completely customizable with open-source adaptability.
• Cost-effective compared to commercial solutions.
• Multi-language support for multinational businesses.

Cons:

• Free cloud-hosted edition unavailable; needs to be self-hosted.
• Technical expertise needed for setup and maintenance.

8. HESK

HESK is a light and simple it helpdesk software ideal for small organizations. It has a straightforward ticketing system as well as a built-in knowledge base to eliminate repetitive issues. It’s perfect for organizations looking for a no-frills ticketing solution.

Key Features:

• Simple web-based ticketing system with a nice interface.
• In-built knowledge base for self-service.
• Email notifications and canned responses for speedy responses.
• Simple reporting tools to monitor support activity.

Pros:

• Blindingly fast and light, it consumes very few resources.
• Easy installation and setup for rapid deployment.
• Does not need a database for basic performance.
• Free version with basic features.

Cons:

• Lacks advanced automation and customization.
• Limited scalability for growing businesses.

9. UVdesk

UVdesk is an adaptable open-source helpdesk system that supports several third-party services. It is suitable for startups seeking a scalable solution with omnichannel support.

Key Features:

• Supports ticketing through email, social media, and website forms.
• Supports a customer self-service portal and knowledge base.
• Supports workflow automation and SLA tracking.
• Supports integration with popular platforms such as Shopify, Magento, and WooCommerce.

Pros:

• Ideal for startups requiring a free but feature-rich ticketing system.
• Multi-channel ticketing for enhanced customer interaction.
• Open-source in nature, enabling deep customization.
• Active community support and frequent updates.

Cons:

• Needs third-party integrations to be fully functional.
• Self-hosting needs technical expertise.

10. Zammad

Zammad is an open-source it helpdesk software that is built for companies requiring a multi-channel ticketing system. It has robust reporting and a user-friendly UI.

Key Features:

• Email, social media, and chat-based ticketing support.
• Robust reporting and analytics for performance monitoring.
• Role-based access control for secure team collaboration.
• REST API for smooth integrations with other platforms.

Pros:

• Clean and modern UI improves user experience.
• Robust reporting tools assist in tracking support efficiency.
• Open-source flexibility for custom improvements.
• Free self-hosted version.

Cons:

• Needs self-hosting and technical configuration.
• Fewer built-in integrations than paid offerings.

11. FreeScout

FreeScout is a simple, self-hosted help desk and shared inbox solution built as an open-source alternative to HelpScout. It is suitable for small teams and businesses in need of a budget-friendly support solution. FreeScout boasts a clean, minimalistic interface with basic ticketing features minus the complexity.

Key Features:

• Open-source and self-hosted, which means it is privacy-friendly.
• Shared inbox for teams to handle customer conversations.
• Email-based ticketing with tagging and assignment features.
• Extensible through modules to provide more features.

Pros:

• Lightweight and easy to host on simple hosting platforms.
• Inexpensive with no obligatory subscription fees.
• Plain and simple UI for rapid take-up by support teams.
• Permits integrations with third-party tools through modules.

Cons:

• Lacks native automation, with the need for manual workflows.
• Very basic out-of-the-box reporting and analytics functions.
• Some premium features need paying for premium modules.

12. Request Tracker (RT)

Request Tracker (RT) is a robust and highly configurable open-source ticketing system for complex workflows in enterprises and organizations. It is email-based, enabling teams to handle requests from their inbox. RT is used extensively in large institutions such as universities, government institutions, and businesses.

Key Features:

• Highly configurable ticketing system with high levels of configuration.
• Email-based ticket handling with automated tracking and logging.
• Role-based access control for secure ticket handling.
• Plugin-based support for customizing functionality.

Pros:

• Robust enterprise-class features for sophisticated use scenarios.
• Supports workflow and automation customization via scripting.
• Secure and stable with extensive access controls.
• Scalable for large-scale organizations with demanding support volumes.

Cons:

• Technical skill required for deployment and customization.
• UI appears archaic in comparison to contemporary ticketing solutions.
• Documentation may overwhelm new users.

13. OpenSupports

OpenSupports is an on-premises ticketing system for teams seeking a straightforward and easy-to-use support solution. It is ideal for small businesses and startups that need a simple helpdesk system without complexity.

Key Features:

• Web-based help desk system with easy-to-use interface.
• Simple ticketing functionality, such as ticket assignment and priority.
• Knowledge base support for self-service customer support.
• User management with varying levels of access.

Pros:

• Easy and fast setup with little technical knowledge needed.
• Free and open source, thus budget-friendly.
• Easy and lightweight with minimal server resource needs.
• It has multiple languages for worldwide teams.

Cons:

• It has no feature for advanced ticket routing automation.
• Few reporting and analytics capabilities.
• It has no integration capabilities with third-party apps.

14. GLPI

GLPI is an IT Service Management (ITSM) software which has a robust ticketing system blended with the capabilities of IT asset management. GLPI is used extensively by IT groups to manage infrastructure and track service requests.

Key Features:

• Complete IT asset management system with integrated ticketing.
• Custom workflows for IT service requests.
• Multi-user support with role-based access.
• Integrated internal and external knowledge base.

Pros:

• Robust ITSM solution for IT teams and businesses.
• Robust asset management features in conjunction with ticketing.
• Extremely configurable for various business requirements.
• Pluggable to add functionality.

Cons:

• Difficult initial setup and configuration.
• UI is cluttered for non-technical users.
• Needs constant maintenance to perform at its best.

15. Liberum Help Desk

Liberum Help Desk is a light web-based help desk solution built for Windows-based environments. It has simple ticket tracking features and is ideal for small internal IT teams.

Key Features:

• Web-based ticket system for internal IT support.
• Windows domain-based user authentication for hassle-free access.
• Simple reporting and issue tracking functionalities.
• Email notification for ticket updates.

Pros:

• Free of cost for use with Windows servers, thus budget-friendly.
• Easy to install and simple for small IT teams.
• Lightweight platform with low server requirements.
• Functional in Windows Active Directory environments.

Cons:

• Outdated user interface with few UI enhancements.
• No advanced automation and integrations.
• No cloud-based deployment support.

16. MantisBT

MantisBT is a free, open-source issue tracker that software development teams typically utilize for tracking bugs and project management.

Key Features:

• Web interface with email alerts.
• Extensible issue tracking workflow.
• Access control based on roles.
• Extensions for extra functionality.

Pros:

• Lightweight and very configurable.
• Free, open-source software with active community backing.
• Very easy to integrate with version control tools.
• Project management features are supported.

Cons:

• Archaic user interface in contrast to contemporary replacements.
• Does not have some sophisticated automation features.

17. Bugzilla

Bugzilla is an open-source issue tracking system mainly utilized by developers for the efficient handling of software bugs and project defects. It features sophisticated search functionalities, workflow customizations, and in-depth reporting features. Bugzilla is also commonly utilized by software development teams to track and fix issues systematically.

Key Features:

• Issue tracking system for software development teams.
• Sophisticated search and reporting functionalities for tracking bugs efficiently.
• Customizable workflows and user permissions to meet project requirements.
• Email notifications to inform teams of bug status.

Pros:

• Ideal for software bug tracking with a developer-centric interface.
• Extremely customizable and scalable for large dev teams.
• Open-source with active community and rich documentation.
• Generates detailed reports and audit trails for issue management.

Cons:

• Not appropriate for general IT support or service desk operations.
• Old UI compared to contemporary ticketing systems.

18. Trudesk

Trudesk is an open-source help desk that is meant for today’s business to efficiently handle tickets and have real-time communication. It comes with a user-friendly interface and is developed on Node.js, hence it’s light and very fast. Trudesk suits best for the companies that seek an inexpensive self-hosted ticketing support system.

Key Features:

• Open-source helpdesk solution that is perfect for self-hosting and modification.
• Real-time ticketing and chat system to enhance customer service.
• Clean and modern UI with dark theme support.
• API integrations for convenient integration with other solutions.

Pros:

• Modern UI with a clean and accessible experience.
• Open-source in nature to allow customization in accordance with business requirements.
• Real-time chat option for improved agent-customer communication.
• Self-hosted deployment support for enhanced data management control.

Cons:

• Limited community support when compared to other it helpdesk software.
• Fewer native automation capabilities for large-scale IT operations.

19. EngageBay Helpdesk

EngageBay Helpdesk is an integrated CRM, marketing, and ticketing software specifically designed for small businesses. It offers an integrated platform for handling customer questions, sales, and support requests without the need for multiple subscription plans for various software. The fact that it offers a free plan makes it an ideal solution for startups as well as growing enterprises.

Key Features:

• Unified CRM with sales, marketing, and helpdesk features.
• Free ticketing platform for small and startup businesses.
• Automated emailing for effective resolution of customer inquiries.
• Multi-channel support such as email and live chat.

Pros:

• Perfect for small businesses seeking a free but effective helpdesk option.
• Seamlessly integrates with Engage Bay’s marketing and sales applications.
• Features a simple and intuitive dashboard for monitoring customer interactions.
• Features email automation for effectively responding to customer questions.

Cons:

• Fewer reporting tools than full-fledged enterprise-level helpdesks.
• Less feature-packed than high-end ticketing products such as Zendesk.

20. C-Desk

C-Desk is a multi-department it helpdesk software that goes beyond IT support and is thus appropriate for HR, admin, and facility management departments. It offers a centralized environment for processing service requests from different business functions. C-Desk has been crafted to meet both technical and non-technical departments of an organization.

Key Features:

• Multi-department helpdesk for IT as well as non-IT service requests.
• Workflows automation to process service requests.
• Asset management module to monitor company assets.
• Supports document and knowledge base management.

Pros:

• Supports non-IT service desks like HR and admin requests.
• Provides workflow automation to automate service request management.
• Comes with asset tracking features for managing company assets.
• Offers a simple-to-use interface for collaboration among multiple departments.

Cons:

• Does not have AI-driven automation and sophisticated analytics tools.
• UI might feel old-fashioned as compared to contemporary ITSM tools.

21. Helpy

Helpy is a self-hosted ticketing solution with an emphasis on security and privacy, thus ideal for companies that need tight control over data. It has a knowledge base feature to enable customers with self-service capabilities. Helpy is ideal for companies that value data privacy and on-premise deployment.

Key Features:

• Self-hosted ticketing solution for privacy-focused companies.
• Integrated knowledge base to support customers with self-service capabilities.
• Multi-language support for global businesses.
• Role-based access control for safe team collaboration.

Pros:

• Privacy-oriented solution suitable for companies that deal with sensitive information.
• Self-hosted installation guarantees complete ownership of customer data.
• Comes with a knowledge base to minimize support ticket quantity.
• Supports multi-language features for international companies.

Cons:

• No cloud-hosted free version, necessitating self-hosted installation.
• Does not have AI-powered automation features available in larger ticketing systems.

Top Factors to Consider When Choosing an IT Ticketing System

1. Ease of Use – The system must be easy to use and have a user-friendly interface so that your team can begin using it immediately without extensive training. A complex system can bog things down and frustrate.
2. Scalability – As your business evolves, your ticketing system must be able to support more users, more tickets, and more features without bogging down or getting hard to manage.
3. Automation & AI – The platform must minimize human effort by auto-assigning tickets, auto-suggesting solutions, or resolving common issues with the help of AI. This saves time and enables your team to dedicate themselves to critical tasks.
4. Integration – It must play nicely with the systems you’re already using, such as email, CRM, or messaging software. That way, you can handle support requests with less jumping between systems.
5. Support & Community – There should be supportive customer support, comprehensive documentation, and an existing user community within a good ticketing system. This allows you to easily obtain answers and fix issues when you need to.

Implementation and Maintenance of an IT Ticketing System

1. Planning – Define Business Requirements
   Start by determining what your business requires from the ticketing system. Identify the kinds of problems it will resolve, who will utilize it, and what functionality is necessary (such as automation, reporting, or integrations).
2. Setup & Configuration – Customize Workflows
   After deciding on the ideal system, implement it to complement your business process. This means developing ticket types, defining roles, setting priority levels, and automating routines to make support quicker and easier.
3. Training Staff – Educate Users for Seamless Adoption
   Educate employees about how to correctly use the system. This enables support staff to handle tickets optimally and empowers employees with knowledge of requesting properly. Training eliminates confusion and enhances productivity.
4. Monitoring & Optimization – Use Analytics for Continuous Improvement
   Monitor how the system is performing through reports and analytics. Detect trouble spots, optimize response times, and make changes as needed to keep the system running smoothly and achieving business objectives.

Business Ideas for IT Service Companies

• Managed IT Services –Offer businesses ongoing computer support, including resolving computer issues, installing networks, and securing systems. Rather than employing an in-house IT staff, businesses can compensate you to service their technology needs.
• Consulting on ITSM (IT Service Management) – Assist companies to implement and streamline their IT support systems, such as ticketing systems and service workflows. This makes their IT teams more productive and fix issues quicker.
• Help Desk Outsourcing – Provide distant IT support to firms without in-house IT personnel. Your personnel may serve workers or customers by debugging technology-related issues through telephone, email, or instant messaging.
• Software Development – Create proprietary tools that enable businesses to control IT support, monitor issues, and automate answers. This might be a ticketing system, an IT support chatbot, or an AI-based troubleshooting solution.
• Cloud IT Solutions – Offer companies cloud-based IT support systems, so they can handle tickets, monitor issues, and save data securely online. This eliminates the cost of pricey hardware and makes IT support accessible anywhere.

Conclusion

Choosing the best free IT ticketing system can greatly improve your IT support effectiveness. Whatever your need is, whether it’s an open-source, cloud-based, or integrated solution, there is one to suit every business requirement. Consider features, scalability, and user-friendliness before deciding.

A well-implemented IT ticketing system not only optimizes IT support but also optimizes collaboration across teams, decreases operational inefficiencies, and boosts overall user satisfaction. With an optimal system, organizations can facilitate seamless IT management and decrease downtime, resulting in enhanced productivity and ultimate success.

With the advancements in technology, free IT ticketing system are getting more feature-rich, allowing small and medium-sized businesses to experience enterprise-level solutions without the hefty price tag. Taking the time to choose the proper tool today can pay big dividends in terms of operations down the line. Be sure to test out different options for your particular needs and then make your decision.

FAQs

1. Can I use a free IT ticketing system for a large enterprise?

Yes, but scalability and feature limitations may require upgrading to a paid plan.

2. What is the best free IT ticketing system for small businesses?

Freshdesk and Zoho Desk offer great free-tier options for small teams.

3. Are free IT ticketing systems secure?

Most provide basic security, but open-source solutions require additional measures.

4. Can IT ticketing system be integrated with other tools?

Yes, many integrate with CRM, email, and productivity apps.

5. How do I train employees to use an IT ticketing system?

Provide hands-on training, create documentation, and encourage feedback for improvements.