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Best help desk software

We compare Jira Service Management, Help Scout, Zoho Desk, Freshdesk, HubSpot Service Hub, Gorgias, Intercom, Front and Zendesk on true cost with AI on, pricing transparency, AI, access, channels and data protection.

By the help-desk.reviews teamPublished September 19, 2026Updated September 19, 2026Prices and figures verified September 18, 2026

For most customer-support teams, Help Scout is the best help desk in 2026: every plan and its AI agent are priced in public, the AI agent costs $0.75 only when it resolves a conversation, and there is a permanent free plan. Jira Service Management tops our ranking, but it is an IT service desk for employees rather than a customer-support inbox; if your requesters are colleagues, it is the stronger pick.

Every product is scored on our public rubric, which weights true cost with AI switched on most heavily, followed by pricing transparency. That explains three results you might not expect. Jira Service Management leads because its per-agent prices are low and its agent-assist AI is included. Zoho Desk looks cheap partly because the price of its Zia AI Agents beyond the free allowance is not public, so that usage is missing from its total. And Zendesk ranks last mainly on cost: Copilot adds $50 per agent and has to be bought for every Suite Professional seat.

Quick picks

  • Customer support, email-first: Help Scout — public prices, a free plan and AI billed at $0.75 per resolution.
  • Internal IT or teams on Jira: Jira Service Management — free requesters, banded agent prices and Rovo agent assist included.
  • Lowest seat price: Zoho Desk — Standard at $14 per user, but AI-agent usage beyond the free allowance is unpriced.
  • Phone and EU hosting on a budget: Freshdesk — Freshdesk Omni adds phone and messaging, and the EEA region is chosen at sign-up on any plan.

The ranking

1

Jira Service Management

Internal IT, HR and operations service desks, especially at companies whose engineers already work in Jira8.7
Price from
$20 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
Yes
EU data hosting
Yes

Jira Service Management is Atlassian's service desk for IT, HR and operations teams, built on Jira. In the cloud it is now sold only inside Atlassian Service Collection, which bundles it with Customer Service Management, Assets and Rovo AI. Atlassian headlines $20 (Standard) and $51.42 (Premium) per agent per month, but those are averages for a team of 75 agents: prices are banded, so the first 15 agents cost $25 and $57.30 each. Customers who raise requests are free and unlimited, and list prices rise on October 13, 2026.

Tops the ranking on low banded seat prices and included Rovo AI, but it is built for internal IT, HR and operations requests, not for customer-facing phone or social support.

The catch: The advertised per-agent price is an average at 75 agents, so a small team pays more: on monthly billing each of the first 15 agents costs $25 on Standard, not $20. You also cannot buy Jira Service Management on its own any more, and prices rise again on October 13, 2026.

True cost at 10 agents (Premium): $514 a month for seats alone, $514 a month with AI switched on.

Read the review · Pricing explained · Alternatives

2

Help Scout

Small teams that work mainly in email8.3
Price from
$25 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
Yes
EU data hosting
No

Help Scout is a shared inbox, live chat widget and knowledge base for small and mid-size support teams. Paid plans start at $25 per user per month on annual billing, there is a free plan for up to 5 users, and its customer-facing AI agent costs $0.75 per resolution with no charge when the customer still needs a person.

The strongest pick for customer support: fully public pricing, a permanent free plan and an AI agent charged $0.75 only per resolution; its weak point is US-only hosting.

The catch: Data is hosted in the United States only, and the prices on the pricing page are annual-billing prices: paying monthly costs $30 instead of $25 on Standard.

True cost at 10 agents (Plus): $450 a month for seats alone, $825 a month with AI switched on.

Read the review · Pricing explained · Alternatives

3

Zoho Desk

Small and mid-size teams that want a complete help desk at a low per-user price8.1
Price from
$7 per agent per month
Pricing model
Per agent seat
Free plan
Yes
EU data hosting
Yes

Zoho Desk is a ticketing help desk with email, social and WhatsApp channels, a help center and a chat widget, sold as part of the wider Zoho suite. Paid editions start at $7 per user per month on annual billing, there is a free plan for up to 3 users, and the Zia AI assistant is included from the Professional edition at $23. Zia AI Agents come with a free monthly token allowance, but the price of usage beyond it is not published.

The lowest per-user prices here, from $7, with EU hosting on every edition; its cost excludes Zia AI Agent usage because Zoho does not publish that price.

The catch: Below Professional there is no bundled generative AI: on Express and Standard, AI features need your own OpenAI or DeepSeek API key, billed by that provider. And once Zia AI Agents use up the free token allowance, they draw on AI credits whose price Zoho does not publish.

True cost at 10 agents (Professional): $230 a month for seats alone, $230 a month with AI switched on.

Read the review · Pricing explained

4

Freshdesk

Budget-conscious teams that want EU hosting and a cheap per-agent entry price8.0
Price from
$19 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Freshdesk is Freshworks' help desk, sold in two versions: standalone Freshdesk for email ticketing, and Freshdesk Omni, which adds chat, phone and messaging. Freshdesk starts at $19 per agent per month on annual billing and Omni at $29. The Freddy AI Agent is sold in packs of 100 sessions for $49, and a session is charged whether or not the AI solves the customer's problem.

Cheap to start at $19 per agent with the best data-protection record on this list, but its AI agent is billed per session whether or not it resolves anything.

The catch: Freddy AI Agent sessions are used up whether or not the issue gets resolved, and the price per session is now several times what Freshworks' own June 2025 price list showed: $49 per 100 sessions, against $100 per 1,000 then.

True cost at 10 agents (Freshdesk Pro): $550 a month for seats alone, $1,085 a month with AI switched on.

Read the review · Pricing explained · Alternatives

5

HubSpot Service Hub

Teams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing7.5
Price from
$7 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
Yes
EU data hosting
Yes

HubSpot Service Hub is the customer service part of HubSpot's CRM: ticketing, shared inboxes, live chat, calling, a knowledge base and a customer portal, all on the same contact records as HubSpot's marketing and sales tools. Seats cost $7 (Starter), $90 (Professional) and $150 (Enterprise) per seat per month on an annual commitment. Professional and Enterprise also require one-time onboarding at $1,500 and $3,500. The Breeze Customer Agent costs $0.50 per resolved conversation, paid in HubSpot Credits.

The natural choice if sales and marketing already run on HubSpot, held back by a mandatory $1,500 onboarding fee on Professional.

The catch: The advertised prices leave things out. Professional and Enterprise need one-time onboarding ($1,500 and $3,500), the Starter price of $7 assumes an annual commitment against $20 month to month, and the included credits cover only about 60 AI resolutions a month on Professional. If you hold other HubSpot hubs at a higher tier, every Core Seat is priced at that tier.

True cost at 10 agents (Professional): $900 a month for seats alone, $1,120 a month with AI switched on.

Read the review · Pricing explained

6

Gorgias

Shopify and other ecommerce brands with many agents and moderate ticket volume7.4
Price from
$10 per month
Pricing model
Per ticket volume
Free plan
No
EU data hosting
Yes

Gorgias is a help desk built for online stores, above all Shopify stores, with order data in the inbox and an AI agent that can handle refunds, cancellations and address changes. It is priced by billable tickets a month rather than per agent. Basic costs $50 a month for 300 tickets, Pro $300 for 2,000 and Advanced $750 for 5,000, on annual billing. The AI Agent costs $0.90 per automated interaction, and each of those interactions also uses up one of your plan's tickets.

Priced by ticket rather than by seat, which suits online stores with many agents; outside ecommerce it is a poor fit.

The catch: Every conversation the AI Agent handles is billed twice: once as an automated interaction at $0.90 and once as a helpdesk ticket against your plan's allowance. Beyond the interactions included in your plan, the AI rate rises to $1.50.

True cost at 10 agents (Pro): $480 a month for seats alone, $930 a month with AI switched on.

Read the review · Pricing explained

7

Intercom

Software and online businesses that want a customer-facing AI agent at the center of support6.9
Price from
$29 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Intercom is a help desk with a shared inbox, ticketing, live chat Messenger, help center, native phone, SMS and WhatsApp, built around its Fin AI agent. Seats start at $29 per agent per month on annual billing, Fin costs $0.99 per outcome with no included allowance, and unlimited Copilot for agents is $29 per agent. The company behind it renamed itself Fin on May 12, 2026, while the help desk keeps the Intercom name, and Salesforce has signed an agreement to acquire it that had not closed when we last checked.

Built around the Fin AI agent at $0.99 per outcome, with public prices throughout; the bill is harder to predict than a seat-only plan.

The catch: Fin charges $0.99 per outcome, and since March 2026 an outcome includes a configured handoff to a human, not only a resolution. A conversation Fin passes to your team through a Procedure you set up is billed even though a person still has to answer it.

True cost at 10 agents (Advanced): $850 a month for seats alone, $1,635 a month with AI switched on.

Read the review · Pricing explained · Alternatives

8

Front

Small and mid-size operations and account teams that work mainly in email6.8
Price from
$25 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Front is a shared inbox and ticketing tool built for teams that live in email, such as logistics, travel and B2B services. Plans cost $25, $65 and $105 per seat per month on annual billing. Copilot adds $20 per seat below Enterprise, and the Autopilot AI agent is charged per conversation by what it achieved: $0.05 to triage, $0.39 to hand off and $0.89 to resolve.

A shared inbox for email-heavy operations teams, with an AI agent priced by outcome from $0.05 to $0.89; EU hosting is on request only.

The catch: Seat caps push growing teams up a tier: Starter stops at 10 seats and Professional at 50, beyond which Enterprise is the only option at $105 per seat, annual only. Payments are non-refundable and removed seats keep being billed until the next term.

True cost at 10 agents (Professional): $650 a month for seats alone, $1,295 a month with AI switched on.

Read the review · Pricing explained

9

Zendesk

Mid-size and enterprise teams that need phone, messaging and email in one tool5.2
Price from
$19 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Zendesk is a help desk for mid-size and large support teams that covers email, messaging, live chat, phone, WhatsApp, social channels and a help center in one suite. Omnichannel plans start at $55 per agent per month on annual billing, the Copilot agent-assist add-on costs $50 per agent and must be bought for every seat, and AI agents are billed per automated resolution under rules that Zendesk's own pricing page and help center currently describe differently.

The most complete omnichannel suite, including native phone, but it ranks last mainly on cost and because its current per-resolution AI price is not public.

The catch: Copilot cannot be licensed for a subset of agents: once it is on, every Suite Professional seat costs $115 plus $50. And the per-resolution price of AI agents under the billing model in force since May 2026 is not published.

True cost at 10 agents (Suite Professional): $1,150 a month for seats alone, $2,250 a month with AI switched on.

Read the review · Pricing explained · Alternatives

Comparison table

ProductScorePricing modelPrice fromFree planEU data hostingGermanSpanishBest for
Jira Service Management8.7Per seat, plus AI usage$20 per agent per monthYesYesYesYesInternal IT, HR and operations service desks, especially at companies whose engineers already work in Jira
Help Scout8.3Per seat, plus AI usage$25 per agent per monthYesNoNot documentedNot documentedSmall teams that work mainly in email
Zoho Desk8.1Per agent seat$7 per agent per monthYesYesNot documentedNot documentedSmall and mid-size teams that want a complete help desk at a low per-user price
Freshdesk8.0Per seat, plus AI usage$19 per agent per monthNoYesYesYesBudget-conscious teams that want EU hosting and a cheap per-agent entry price
HubSpot Service Hub7.5Per seat, plus AI usage$7 per agent per monthYesYesYesYesTeams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing
Gorgias7.4Per ticket volume$10 per monthNoYesNot documentedNot documentedShopify and other ecommerce brands with many agents and moderate ticket volume
Intercom6.9Per seat, plus AI usage$29 per agent per monthNoYesYesYesSoftware and online businesses that want a customer-facing AI agent at the center of support
Front6.8Per seat, plus AI usage$25 per agent per monthNoYesNoNoSmall and mid-size operations and account teams that work mainly in email
Zendesk5.2Per seat, plus AI usage$19 per agent per monthNoYesYesYesMid-size and enterprise teams that need phone, messaging and email in one tool

True cost at 3, 10 and 50 agents

seats only with AI on

3 agents · Entry tier

HubSpot Service Hub
$21$21
Zoho Desk
$42$42
Jira Service Management
$60$60
Freshdesk
$57$155
Help Scout
$75$188
Front
$75$269
Intercom
$87$323
Gorgias
$230$365
Zendesk
$165$368

3 agents: 750 tickets a month, 150 of them resolved by AI, agent-assist add-on on for every agent.

10 agents · Mid tier

Zoho Desk
$230$230
Jira Service Management
$514$514
Help Scout
$450$825
Gorgias
$480$930
Freshdesk
$550$1,085
HubSpot Service Hub
$900$1,120
Front
$650$1,295
Intercom
$850$1,635
Zendesk
$1,150$2,250

10 agents: 2,500 tickets a month, 500 of them resolved by AI, agent-assist add-on on for every agent.

50 agents · Mid tier

Zoho Desk
$1,150$1,150
Jira Service Management
$2,571$3,021
Help Scout
$2,250$4,125
Freshdesk
$2,750$5,425
Gorgias
$3,450$5,700
HubSpot Service Hub
$4,500$5,720
Front
$3,250$6,475
Intercom
$4,250$8,175
Zendesk
$5,750$11,250

50 agents: 12,500 tickets a month, 2,500 of them resolved by AI, agent-assist add-on on for every agent.

Estimates from vendors' published USD list prices with annual billing, verified on the date shown on this page. Taxes, discounts, onboarding fees and telephony usage are not included.

Help desk true-cost calculator

How to choose

If you support customers mainly by email and chat and have fewer than a few dozen agents, pick Help Scout. Standard costs $25 per user, and you pay for the AI agent only when it resolves a conversation. See Freshdesk vs Help Scout if you need a phone channel or EU hosting.

If your requesters are employees and your engineers already work in Jira, pick Jira Service Management. Requesters are free and Assets and change management are built in. Its per-agent prices fall with volume, so the headline $20 is an average at 75 agents; on monthly billing a small team pays $25 per agent.

If price per seat is what matters most, pick Zoho Desk, but budget separately for Zia AI Agents, whose usage beyond the free allowance is not priced in public. Freshdesk vs Zoho Desk covers the trade-off.

If you run a Shopify store, pick Gorgias; if your sales team lives in HubSpot, pick HubSpot Service Hub; if you want an AI agent at the center of support, compare Intercom with the AI help desk list.

If you need phone, messaging and email in one suite across many agents and can negotiate, Zendesk still covers the most channels. Check the Zendesk alternatives first, and run your own numbers in the true-cost calculator.

Verdict

Help Scout is our default pick for customer-support teams: public prices, a free plan and AI you pay for only when it works. Ignore it if you need EU data hosting or a native phone channel (look at Freshdesk), or if you run an internal IT desk (pick Jira Service Management).

For buyers in the United States

A help desk holds your customers' personal information, so the vendor's contract has to meet state privacy law: California and about twenty other states require written limits on what a vendor may do with that data. Healthcare teams also need a signed business associate agreement before any patient information reaches a ticket.

Every vendor we cover publishes a US dollar price list, so the prices on this site are the prices you will be quoted before discounts. If you also serve customers in Europe or the United Kingdom, check where the product can host data; each review lists EU and UK data hosting and whether a HIPAA business associate agreement is available.

Help desk software and data protection law in the United States

Frequently asked questions

What is the best help desk software in 2026?

For customer support, Help Scout: its prices are public, it has a permanent free plan, and its AI agent costs $0.75 per resolution with no charge when a person still has to answer. For internal IT and service desks, Jira Service Management ranks highest on our rubric. See the full method.

Why is Jira Service Management ranked first on a help desk list?

Our rubric weights true cost with AI on and pricing transparency most heavily, and Jira Service Management does well on both: its prices are banded and public, and Rovo agent assist is included. It is still an IT service desk with email, portal and chat channels, so customer-facing teams that need phone or social messaging should look elsewhere.

How much does help desk software really cost with AI?

Often far more than the seat price. Zendesk's Copilot adds $50 per agent on top of Suite Professional at $115, and AI agents are billed per use, for example $0.99 per Fin outcome at Intercom or $49 per 100 Freddy sessions at Freshdesk. Read per-seat vs per-resolution pricing or use the true-cost calculator.

Why does Zendesk rank last?

Mainly on cost. Copilot has to be bought for every Suite Professional seat, and Zendesk no longer publishes a per-resolution price for its AI agents under the billing model in force since May 2026, which also lowers its transparency score. Its channel coverage is among the best on the list. See Zendesk alternatives.

Keep reading

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  151. Zendesk language support by product — Zendesk Help · September 18, 2026
  152. What is being removed (updated August 2026) — Zendesk Help · September 18, 2026
  153. Zendesk completes acquisition of Forethought — Zendesk · September 18, 2026
  154. About Zendesk — Zendesk · September 18, 2026
  155. Zendesk QA — Zendesk · September 18, 2026
  156. Fortnum & Mason customer story — Zendesk · September 18, 2026
  157. Best Egg customer story — Zendesk · September 18, 2026
  158. Zendesk pricing and buyer data — Vendr · September 18, 2026

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: How we review