I reviewed tools to find the 7 best free ticketing system for small business in 2025

Let me guess. When you started your business, customer support was just an email address: support@yourcompany.com. It felt simple enough at first. But now? It's a mess. Emails get lost, two people accidentally reply to the same customer, and you have zero idea what's actually been resolved. It’s a huge time-suck, and if we're being honest, it feels a bit unprofessional.

This is exactly when a ticketing system becomes a lifesaver. It’s the first real step toward taming the chaos and actually scaling your support. This guide will walk you through the best free options out there in 2025, so you can get a powerful tool without touching your budget.

Stick around, because I’ll also show you how to add a smart AI layer on top of whichever free tool you choose, giving you some serious automation power.

What is a free ticketing system for small business?

Let's break it down. A ticketing system is software that grabs all your customer support requests and puts them into one organized place. Instead of a messy, shared inbox, you get a clean dashboard where everything is clear.

Here’s how it typically works: a customer emails you, fills out a form on your site, or sends a message on social media. The system automatically turns that message into a unique "ticket." Think of a ticket as a dedicated case file for that specific problem. You can assign it to a team member, set its priority, add private notes, and track it from start to finish. It’s the difference between organized work and just plain old chaos.

A workflow diagram of a free ticketing system for small business.

How I picked the best free ticketing system for small business

I didn’t just google "free help desk" and call it a day. To make this list genuinely useful, I set some ground rules for what I was looking for:

• Actually free: No 14-day trials or hidden costs. Every tool on this list has a forever-free plan you can count on.

• The essentials are covered: A free plan is pointless if it can’t handle the basics. I made sure each one could create, assign, and track tickets, and had some kind of reporting.

• Easy for small teams: You probably don't have a dedicated IT person. These tools are simple enough for anyone to get running in a day.

• Room to grow: While we're focused on free, it’s good to know there’s an affordable upgrade path when your business grows.

• Team-friendly: Support is a team effort. The free versions had to let multiple people see and work on tickets together.

The top free ticketing system for small business: A quick look

Here’s a quick comparison to help you see which free ticketing system might be the right fit for you.

Tool	Free Agent Limit	Key Free Features	Best For
Freshdesk	Up to 10 agents	Email & social ticketing, knowledge base, ticket dispatch	Startups and small teams needing a user-friendly, scalable solution.
Zoho Desk	Up to 3 agents	Email ticketing, macros, help center, mobile apps	Businesses in the Zoho ecosystem or those wanting strong multichannel support early on.
HubSpot Service Hub	Unlimited users (1 shared inbox)	Shared inbox, ticket pipelines, basic bots, reporting	Companies already using HubSpot CRM who want a unified customer view.
Spiceworks	1-5 Seats	IT-focused ticketing, user portal, knowledge base	IT teams and MSPs looking for a completely free, ad-supported help desk.
osTicket	Unlimited (self-hosted)	Customizable fields, ticket filters, auto-responder	Tech-savvy teams who want full control and are comfortable with self-hosting.
LiveAgent	1 agent (7-day history)	Email ticketing, basic live chat, customer portal	Solopreneurs or businesses wanting to test out live chat functionality for free.
ProProfs Help Desk	1 user	Shared inbox style, canned responses, basic reports	Individual business owners or freelancers needing to organize support requests.

The 7 best free ticketing system for small business in 2025

Alright, let's get into the details of each platform so you can figure out which one clicks with your business.

1. Freshdesk

Why it made the cut: Freshdesk has one of the most generous free plans you'll find. It's super easy to use and includes things most growing teams need right away, like a knowledge base and social media support.

What's good:

• You can have up to 10 agents on the free plan, which is a lot.

• It comes with a public knowledge base so customers can find answers themselves.

• Pulls in tickets from email as well as Facebook and Twitter.

What's not so good:

• The free version doesn't have any real automation tools.

• Reporting is pretty basic, so you won't get deep analytics.

Pricing: The "Free" plan is great for getting started. Paid plans with more advanced features start at $15 per agent/month.

Best for: Small businesses that want a polished, all-around tool that’s easy to pick up and can grow with them.

Freshdesk dashboard as a free ticketing system for small business.

2. Zoho Desk

Why it made the cut: Zoho Desk's free plan is a solid starting point for handling support from multiple channels. If you’re already using other Zoho apps, it fits right into your existing toolkit.

What's good:

• It supports different channels like email, web forms, and a help center.

• There's a mobile app, so you can manage tickets when you're not at your desk.

• You get access to basic macros, which are simple, pre-set actions.

What's not so good:

• The free plan caps you at just 3 agents.

• The interface can feel a little busy and might take some getting used to.

Pricing: The forever-free plan is for up to 3 agents. Paid plans start at $14 per agent/month.

Best for: Small teams already using Zoho products or anyone who needs a free mobile app for their support team.

Zoho Desk macros feature in this free ticketing system for small business.

3. HubSpot Service Hub

Why it made the cut: HubSpot's biggest strength is how well it works with its free CRM. This setup gives you a full picture of every customer, connecting their support history with all their sales and marketing interactions.

What's good:

• You can have unlimited free users (with some limits on features).

• The connection to the HubSpot CRM gives your team valuable context on who they're talking to.

• It includes ticket pipelines and basic reporting dashboards.

What's not so good:

• You only get one shared inbox with the free plan.

• HubSpot's branding is on everything, which might not be the look you're going for.

Pricing: The free tools are very useful, especially with the CRM. The "Starter" plans, which remove the branding and add features, start at $20/month for 2 users.

Best for: Businesses already on the HubSpot CRM that want to keep their sales, marketing, and service efforts in one place.

HubSpot's connected CRM in their free ticketing system for small business.

4. Spiceworks

Why it made the cut: Spiceworks is different because it's a completely free help desk made for IT teams, supported by ads. It does ticketing well and even throws in some simple inventory management tools.

What's good:

• It’s 100% free with no limits on agents or tickets.

• You get a customizable user portal where people can submit tickets.

• It’s backed by a large community of IT professionals you can turn to for help.

What's not so good:

• The ads in the interface can be distracting.

• It doesn't have the modern, clean design of other tools on this list.

• It’s designed for IT, so it’s not ideal for general customer support.

Pricing: Totally free.

Best for: Internal IT departments or managed service providers (MSPs) who need a functional help desk and have zero budget.

Spiceworks IT-focused free ticketing system for small business.

5. osTicket

Why it made the cut: As a popular open-source option, osTicket offers total control. You host it yourself, so you own all your data and can customize it however you want.

What's good:

• It's free and open-source, with no limits on agents or tickets.

• It's highly customizable, letting you create your own fields, forms, and help topics.

• You have complete ownership of your data since it's on your server.

What's not so good:

• You need some technical skill (or a friend with some) to set it up and keep it running.

• There's no official support team, you'll be relying on community forums for help.

Pricing: The software is free, but you'll have to pay for your own web hosting.

Best for: Tech-savvy businesses that want to tweak everything and don't want to pay monthly software fees.

Customization options in the osTicket free ticketing system for small business.

6. LiveAgent

Why it made the cut: LiveAgent's free plan is one of the few that throws in a basic live chat button for your website. It's a great way to see if real-time support is a good fit for your business.

What's good:

• The free plan gives you one email address and one live chat button.

• It also includes a customer portal and a forum for community discussions.

• The interface is pretty clean and straightforward.

What's not so good:

• The free plan is for one agent only. No exceptions.

• It only saves your ticket history for 7 days, which is a pretty big limitation.

Pricing: The free plan is for a single agent. Paid plans without these limits start at a reasonable $9 per agent/month.

Best for: Solopreneurs or tiny teams that want to experiment with live chat without spending any money.

Live chat feature in the LiveAgent free ticketing system for small business.

7. ProProfs Help Desk

Why it made the cut: ProProfs gives you a simple, shared-inbox-style tool that is incredibly easy to get started with. It's a nice step up from a standard email client, with handy features like canned responses.

What's good:

• The interface is clean and simple, so there's almost no learning curve.

• Canned responses are included to help you answer common questions faster.

• You get basic reporting even on the free plan.

What's not so good:

• The free plan is limited to a single user.

• It might feel too basic once your support volume starts to pick up.

Pricing: Free forever for one user. Team plans start at $19.99 per user/month.

Best for: Freelancers or one-person businesses who just need a better way to organize their support emails.

Using canned responses in the ProProfs free ticketing system for small business.

The catch with a free ticketing system for small business (and how to fix it)

Let's be real for a second. A free ticketing system is great for getting organized, but it doesn't magically reduce the number of emails you get. Your team still has to sit there and answer every single ticket. This is where most small businesses get stuck. You're not ready to hire more support staff, but the tickets keep piling up.

Discover the best ticketing system for small businesses in 2025.

The answer isn't to start paying for a fancier help desk. It's to make the free one you just picked smarter by adding a layer of AI. I’m not talking about simple canned responses. I mean an AI that can actually understand a customer's question and solve their ticket on its own.

This is where a tool like eesel AI can make a huge difference for a free ticketing system for small business. It connects to help desks like Freshdesk and Zendesk and uses your company's own knowledge to give instant, accurate answers automatically.

Why an AI layer is the ultimate upgrade

Get started in minutes, not months: Forget long sales demos and complex installations. eesel AI is designed to be self-serve. You can connect your help desk and knowledge sources (like Google Docs, Confluence, or Notion) in just a few clicks. You don't have to get rid of the free tool you just set up; you just make it way smarter.

Bring all your company knowledge together: A free help desk only knows what’s inside of it. eesel AI connects to all your other documents and even past tickets to find the right answer. This means it can give complete, context-aware answers that are specific to your business.

How an AI layer enhances a free ticketing system for small business.

Automate with confidence: As a small business, you can't risk a bad AI experience. eesel AI has a unique simulation mode that lets you test it on your past tickets. You can see exactly how it would have performed and get a clear forecast of how many tickets it can solve. You know what you're getting before you turn it on for real customers.

Stay in complete control: You don't have to go all-in at once. You can start by automating just one simple question, like "What is your return policy?" With eesel AI's workflow builder, you decide exactly which tickets the AI handles and which ones go to a person. This lets you roll out automation slowly and safely.

The AI workflow builder used with a free ticketing system for small business.

Get organized with a free ticketing system for small business, then get growing

Switching from a messy inbox to a free ticketing system for small business is a huge step. It brings structure, accountability, and a more professional feel to your customer service.

But today, just being organized isn't the whole story. The real advantage comes when you pair that organization with smart automation. A free help desk plus an AI tool gives a small business the kind of efficiency that big companies have, but without the hefty price tag.

Ready to see how AI could handle up to 70% of your support questions? Book a demo or sign up for eesel AI and connect it to your help desk in a few minutes.