Top 10 AI Help Desk Software in 2025

Based on user reviews and our help desk benchmarking & help desk pricing research we selected the top 10 AI help desk software :

Vendor		Best for
1.	Freshdesk	Ticket management
2.	Zendesk Support Suite
3.	Salesforce Service Cloud	Enterprises with Salesforce CRM
4.	Zoho Desk	Mid-size companies
5.	Atera	IT ticket management
Show More (5)
6.	LiveAgent
7.	Kustomer
8.	Front
9.	HubSpot Service Hub
10.	Jira Service Management

1.

Freshdesk

Ticket management

2.

Zendesk Support Suite

3.

Salesforce Service Cloud

Enterprises with Salesforce CRM

4.

Zoho Desk

Mid-size companies

5.

Atera

IT ticket management

Show More (5)

6.

LiveAgent

7.

Kustomer

8.

Front

9.

HubSpot Service Hub

10.

Jira Service Management

Market presence

Insights come from our experience with these solutions as well as other users’ experiences shared in Capterra ¹ , G2² , and TrustRadius³ .

Vendor selection criteria:

• Number of B2B reviews: 1,000+ reviews
• Average rating: 4.0+/5 
• Employee size: 15+ employees on Linkedin

Read more: The most common help desk tickets, open-source help desks.

Top 10 AI help desk software deep-dive

~60% of customers are open to organizations employing AI to improve their experience. ⁴

AI help desk software can help organizations by automating tasks, summarizing discussions, fine-tuning message tones, and refining bullet points into complex tickets. Service leaders commonly focus on core help desk features such as:

• Intelligent chatbots to digest user questions and generate a human-like response.
• AI agents to:
  • Receive ticket content suggestions.
  • Create e-mail, and solution articles (i.e. FAQs). 

See a detailed analysis of these solutions with these features:

Freshdesk

Freshdesk is a customer support and help desk tool specializing in ticket management. With frehdesk agents can prioritize, manage, and respond to incoming requests based on departments, resolution time, and sentiment. Agents can also customize tickets by adding notes or merging cases.

AI features 

Freshdesk features “Freddy AI”, an AI tool to redirect tickets and increase agent productivity. Some functionality areas of Freddy AI are listed below:

• Email bot: Freddy AI can be used as an email bot that automatically redirects incoming tickets to appropriate agents. It uses a machine learning model to understand which solution articles should be sent to customer queries. To use the email bot users need to:
  • Set rules: Define the rules where they prefer the email bot to react to incoming tickets automatically.
  • Create a template: Set the email template they would like to use, along with solution article URLs.
  • Start deflecting: Launch the email bot to respond to emails with relevant solution articles.

Choose Freshdesk with “Freddy AI” for ticket management.

Figure: Setting rules to send automated refund emails

After users configure the email bot, the customers who will request a refund will receive an automated email (example shown below)

• AI copilot: Freddy AI may also serve as an AI copilot, assisting agents with their tasks. On the Admin page, users can select ‘Freddy’ to display a list of all Freddy features including:
  • ticket content assisting
  • e-mail, solution article (i.e. FAQs) generator
  • canned response suggester

Figure: Freddy AI configurations

• Thank you detector: 35% of Freshdesk customer responses to closed tickets are thank you messages. Freddy AI can prevent ticket reopening based on responses such as ‘thank you’ and ‘out of office’.
  
  When a customer answers a ticket, agents will be notified via email. Agents can review the response to determine whether the ticket should be reopened. 

Figure: Thank you detector notification email

How does Freddy learn from data?

Pros

Thank you detector: Users appreciate Freshdesk’s ability to prevent “thank you” responses from reopening closed requests, reducing the need to re-close requests.

AI canned responses: Users liked how Freshdesk suggested canned responses to tickets.

Ticket submissions: Users like Freshdesk’s user-friendly and efficient ticket submission platform. Some have praised it as the greatest they’ve ever used, citing its clarity and practicality.

Customer support: Customers say that sometimes support replies quickly and addresses the problem, while other times it lasts longer than expected to reach a support agent.

Cons

Integrations for AI tools: Customers say there should be more integrations such as Vonage AI and ChatGPT and other AI tools. 

Freddy AI: Some users claim chatbots are difficult to get used to. Creating a ticket following a custom flow requires API, and if you are not an IT member, you may find it challenging to change settings.

Customized UI: Users expect a more customized UI that does not rely on third-party programs, especially when adding a side panel of tickets.

Ticket duplicates: Customers sending the same emails to various Freshdesk addresses create duplicate tickets allocated to separate support teams.

Ticket searching: Customer support teams address that sometimes the search bar fails to find relevant tickets based on key phrases.

Ticket customization: Freshdesk’s ticketing system lacks built-in features to customize tickets, users need to rely on third-party integrations for tailored customizations.

Reporting: There is no CSV export option for reporting.

Zendesk Support Suite

Zendesk Support Suite is a customer support and help desk software. It provides live chat, phone support, self-service features, and ticketing tools. 

Zendesk Support Suite offers all-in-one plans starting at $55/agent/month, making it more expensive than its low-cost competitors offering almost half its price.

However, these all-in-one plans include high-level features as standard. AI agents, online support from the Zendesk team, triggers & automation, and pre-defined responses can be found in starter plans.

Thus, mid-size companies can find all the features needed to manage mid-scale customer interactions with analytics and automation.

Small businesses that do not require extensive analytics can opt-in for the pay-as-you-go option beginning at $19 per agent/month.

Choose Zendesk Support Suite to automate service operations with pre-defined templates and AI assistants.

AI features

The solution employs AI agents to address queries across several Zendesk support channels by leveraging AI and automation technologies. The table below summarizes the features based on subscription plans.

Some applications of Zendesk AI features are detailed below:

• Conversation bots: You may utilize a bot builder to create answers for your chatbots, allowing your customers to self-serve their support questions.

Figure: Zendesk Support Suite bot builder

Figure: Delivering personalized support with AI conversation bots

• Bot personas: Apply a personality to a chatbot’s AI-generated responses. You can optionally specify up to 20 personas, including:
  • Professional, pleasant, and direct voice.
  • Friendly, relaxed, and approachable voice.
  • Playful, lighthearted, and appealing voice.

• Autoreplies with articles: Suggest relevant help center articles in response to inquiries made via email, web form, API, or Web. This entails suggesting articles in ticket responses and recommending products.

• Intent suggestions: Zendesk AI studies previous bot conversation data to identify popular subjects that customers ask about but do not have existing bot responses and link them to answers.

Figure: Reviewing top customer intents without answers and linking them to answers

• Intent suggestions – rule-based AI answers: Bot builders allow you to create customized, predefined responses to questions. For example, for questions about “international costs” users can create a predefined bot answer starting with “Thank you for your question!”.

Figure: Creating conversation bot answers

Pros

AI-powered macros: Reviewers report that the product effectively auto-filled messages.

Automated actions: Automated ticket closing and answers work effectively.

Collaboration: Users say Zendesk Support Suites established more visible communication rules for CC contacts. This streamlined the communication with customers and stakeholders

Cons

Complex AI features:  Zendesk Support Suit has complex features such as skill-based ticket routing, and real-time analytics. 

Billing: Customers say there are several “features” they don’t use and must pay for. Better billing options would be a huge improvement.

Two-way sync integrations: Zendesk only syncs one way with services like HubSpot. It would be beneficial if there was more support for synchronizing fields in both directions, as well as the ability to choose which data fields sync and in which direction, without the need for middleware such as Zapier.

Ticket load times: Too many add-ons can substantially overload the system, resulting in long ticket load times.

Salesforce Service Cloud

Salesforce Service Cloud is a help desk solution powered by AI. The solution is commonly used in help desks and call centers.

Salesforce Service Cloud is a useful tool for enterprises:

• It has a data cloud platform to unify large-scale and diverse company data, giving every team a 360-degree view of the customer.
• Einstein Copilot with help companies handle several customer tickets at scale by leveraging the following:
  • tailored AI recommendations based on customer queries
  • omnichannel case management and case routing
  • and workflow automation.
• Its premium plans enable highly customized reporting and analytics for large-scale companies.

AI features

Salesforce Service Cloud’s AI features employ generative AI to generate conversational responses—grounding them on a company’s business data, including Salesforce Service Cloud data. 

• Einstein Copilot: Einstein Copilot can help agents, managers, and customers by answering their questions from your knowledge base based on your help desk and external data (e.g. cloud data).

Figure: Einstein Copilot providing summary, issue, and resolution summary based on customer inquiries

• Case classification: Analyze previous months’ help desk cases and automate data entry for new cases.  Classify them based on “status, case reason, and priority and type”, and route them to the appropriate agent.

Figure: AI case classification recommendations

• AI-generated summaries: Users can generate a summary of any issue interaction.

• AI-powered search answers: Find information and display them on the search page or agent console. 

Figure: Einstein answering search questions based on knowledge retrieved from knowledge articles

Pros

AI-powered suggestions: Customers liked the Einstein Analytics AI tool since it is effective in providing tailored recommendations.

Case management: Reviwers state the case management capabilities, which include auto case assignment rules, auto-response rules, web-to-case, and email-to-case features, making it simple for users to raise and create cases with the customer support team.

Data flows: Users like the data tracking and the interaction with several other software programs. 

Cons

AI agents: Salesforce Service Cloud does not offer AI agent add-ons in starter plans.

Learning curve: It’s a difficult application that requires a lot of learning before you can use it smoothly.

Starter plan features: Its starter plan does not offer comprehensive features compared to its alternatives. For example, customized responses based on customer tone are served as standard features in some vendors such as Intercom.

Reporting and customer support: Some reviwers expect to see more “reporting” options and better channels to communicate with customer support.

Data management: The software’s data input section is so detailed.

Zoho Desk

Zoho Desk is a customer support and help desk product for managing agent workflows. Zoho Desk provides omnichannel assistance via a unified dashboard to view customer issues.

AI features

Zoho Desk offers AI tools such as “Zia”. You may integrate Zia with live chat and allow customers to communicate with Zia through your website or a mobile application. Key features of Zia are given below:

• AI bot recommendations: Zia processes their inquiries and recommends relevant solutions from your Knowledge Base.

zia(online-video-cutter.com)

• Sentiment analysis: Zia reads between the lines. Zia can detect the sentiment behind tickets.

• AI-powered performance analytics: Zia analyses and detects discrepancies in your team’s performance. When there is an unexpected surge in incoming tickets, Zia alerts you so you can put more hands on deck. 

• Matching tickets to the appropriate agent: Zia can use AI to identify and tag tickets based on agent skill sets. 

Pros

Zia: Users say Zia the AI assistant, effectively suggests appropriate knowledge base articles and automates routine activities, freeing up time for help desk agents.

Cross-platform support: Zoho Desk’s cross-platform support provides users with a high level of flexibility, allowing for seamless access and use across several devices and operating systems.

Mobile app: Users address the Zoho Desk mobile app for Android and iOS smartphones, which is user-friendly.

Cons

UI: Agents think the footer menu needs larger icons, as several are unrecognizable on lower displays.

AI features: According to some users, AI and Zia assistant features are not fully matured.

Community forum: Users note the Zoho Desk community forum could have additional options. For example, users could post questions or create new topics on the forum.

Administrator accounts: Customers report when a new contact is added to the Zoho Desk, the account owner (e.g. support agents) is automatically assigned to the Zoho Admin.

Atera

Atera’s AI-powered IT management platform enables enterprises to manage IT operations. Some key features include:

• Remote monitoring and management: Monitor and manage devices at any time.
• Helpdesk and tickets: Respond and fix any IT situation.
• Network discovery: Performs security checks of your network in real-time.
• Patch management: Automate Windows, Mac, and Linux software patches on end-user devices.

AI features

• Compose ticket replies with AI: Simplify technical support communication by allowing experts to write tailored based on tone. 

• Ticket sentiment: Evaluate tickets based on user sentiment such as positive, negative, or neutral.

Pros

AI tools: Support agents state AI assistants effectively summarize tickets and provide action steps to address IT issues.

AI ticket assistance: Reviews show that closing tickets is easy as the AI assistant can effectively summarize the ticket.

AI email responses: Atera features an AI that can provide an accurate estimate of email messages.

Ticket management: Specialists convey that converting emails instantly to tickets is helpful and time-saving.

Initial deployment: Customers say it is simple to set up Atera.

Cons

UI: Users say the UI feels overcrowded.

Ticket tracking: It is difficult to learn about network health or ticket status.

Documentation: Atera’s documentation does not correctly represent what our Atera portal looks like.

LiveAgent

LiveAgent is an AI service desk and live chat software that allows you to personalize customer interactions.

LiveAgent offers an AI Answer Assistant that aims to streamline and improve your email answers. AI Answer Assistant uses ChatGPT to respond to customer queries.Its AI Answer Assistant is still under beta testing. LiveAgent is offering it with a free trial, and in the subscription plans. 

Pros

Help desk chatbot: Reviews highlight that the service robot is simple to set up, and it is effective in catching customer questions without delay.

Centralized email management: Users find it helpful to have all email addresses from multiple support areas funneled into one system and assigned automatically based on predefined rules.

Ticket tagging: Users can easily utilize tags to categorize tickets.

Cons

UI: There are too many buttons and options on one screen. It is not intuitive to modify tickets. 

Merging tickets: Merging tickets may be problematic occasionally.

Tagging: Users claim all calls are tagged to a generic number, therefore they are all labeled under the same ticket number.

Read more: LiveAgent alternatives.

Kustomer

Kustomer is a cloud-based help desk service that enables small and large organizations to streamline communication and deliver customers. Key capabilities include sentiment analysis, live agent auditing, workflow design, proactive messaging, agent routing, role-based permissions, and reporting.

Pros

Multiple inboxes & collaboration: Customers state they can easily create multiple inboxes across a large team, enabling open communication and accountability between departments.

Customer support operations: Reviews show that Kustomet provides strong service compared to competitors.

Integrations: Users note integrations enable their CX team’s day-to-day lives much easier, providing order numbers, order dates, customer details, etc.

Cons

Subscription plans: Users say they only accept firms that can acquire 8 or more seats, noting it is not suited for small businesses.

Features: Some features, such as analytics and data visualizations, are weak and difficult to comprehend.

Phone app: There isn’t a phone app.

Front

Front is a customer support software. It is ideal for both large and medium-sized businesses. Front uses ChatGPT’s AI to:

• draft messages
• respond to ongoing conversations based on language or tone 
• summarize & translate discussions

Pros

CRM integrations: User express the product integrates with our CRM, Pipedrive, and Google Calendar.

Initial setup: Reviews reveal it is easy to set up the solution, and there are no customization issues.

Email management: It is simple to allocate an email to a user and move it to their queue.

Cons

Templates: Customer concludes it would be beneficial if they could generate their own template emails. 

Email searching: Customers claim open emails aren’t visible when they type the words to search in the “search bar” sometimes.

Delayed emails: Some users receive delayed emails.

HubSpot Service Hub

HubSpot Service Hub is a customer service-focused platform. It provides standard features such as reporting dashboards, canned snippets, live chat, and team email to help companies in support processes.

The HubSpot Service Hub uses AI technologies, such as ChatGPT chatbots that provide 24/7 help, conversation summaries, and recommended responses. The AI may also make recommendations following calls or conversations.

Users gain access to HubSpot CRM while registering for the HubSpot Service Hub account. They will also gain access to HubSpot CRM. You’ll notice many other HubSpot products, but when you log in, many of these alternatives will be disabled because they require payment. 

Pros

Integrations: The product integrates smoothly with Hubspot CRM.

UI: Users think its simple interface reduces training needs.

Chat flows: Reviews show the chat flows are useful for routing tickets to different support professionals, allowing them to get the essential context by shortening the first response time.

Cons

Automated ticket generation: Support teams specify there is no automated ticket generation for live chat messages.

Pricing: Reviwers say the pricing scales with the number of contacts, and it becomes expensive.

Technical support plans: Agent note their contracts are not flexible, additional technical support is a paid option.

Jira Service Management

Jira Service Management (previously Jira Service Desk) is a service desk software that uses natural language processing (NLP) to provide tailored customer service. It offers IT, engineering, employee, and customer service support. Some key features include: 

• Intent templates: Create intent templates based on prevalent issues and past ticket data.
• AI answers: Respond to queries with generative AI, conversational AI leveraging your knowledge base, and Atlassian Intelligence.
• Automated web requests: Automate common operations such as software access and password resets to reduce the number of escalated tickets.

Pros

Integrations: The product seamlessly integrates with several of the most common platforms (Slack, MS Teams, Salesforce, etc.). 

Ticket transfers: Users state tickets can easily be transferred to employees.

Task management: Reviwers say managing the workforce is easy since they can divide help desk tasks into several sprints.

Cons

Ease of use: Reviwers address it’s complicated to configure the product.

Search function: The search function is ineffective, Users need to create an algorithmic filter to search by a specific field.

Ticket entry: Support teams note the ticket entry process is time-consuming, making it difficult to submit information on a ticket while speaking with a customer on the phone.

Knowledge base: No integrated knowledge base.

What is help desk AI?

Help desk AI leverages technologies such as artificial intelligence (AI), RPA, and NLP to make service operations more effective. Help desk AI can extract in-depth insights from routine customer interactions, streamline repetitive operations, and enable agents to offer customized client experiences.

Key help desk AI features

1. Virtual agents and chatbots

Virtual agents and chatbots can comprehend and respond to any customer request. They can identify human speech, comprehend the meaning behind it, and reply to them.

• Chatbots can utilize AI technologies such as machine learning and natural language processing (NLP) to improve customer communication and match them to particular intentions. 
• Advanced virtual agents are an extension of AI chatbots. They use AI technologies not only to execute conversations but also to combine conversational AI with robotic process automation (RPA) by directly performing tasks without human intervention. They can provide exact and individualized solutions to requests.

You can learn more about the differences between chatbots and virtual agents.

2. Automated ticketing system

An automated ticketing system in a help desk streamlines customer queries. This entails:

• Ticket creation: Automatically generate tickets for user issues and queries.
• Ticket management: Prioritize, categorize, and route tickets to the appropriate department or personnel based on optimized AI suggestions to enhance productivity.

3. AI self-service help desk

An AI self-service help desk to empower users to resolve their own issues without needing direct assistance from human agents. Leverage:

• Tailored recommendations to suggest relevant articles and solutions based on past interactions.
• Contextual search to deliver more relevant search results based on the context of the query.
• Auto-suggestions to provide real-time answers as users type their queries to help them find answers faster.

4. AI-powered Analytics

4.1 Text analytics

Text analytics extracts useful information from help desk questions and uses that structured data to enhance service performance. Through sentiment analysis, help desk text analytics software may recognize phrases and keywords or automatically evaluate the behavioral tone.

4.2 Predictive analytics

Predictive analytics forecast customer behavior, requirements, and preferences to anticipate client requests and key business metrics. It may be used to simplify your help desk processes during busy periods.

4.3 Self-service analytics

Self-service analytics uses data obtained from company websites, chatbots, or FAQs to determine the most commonly mentioned concerns. This helps your company expand its knowledge base to enable customers to resolve their concerns without requiring them to message a help desk agent. 

What are the benefits of help desk AI?

Almost 80% of the customers in the US agree that the most essential aspects of the customer experience are speed, simplicity, and courteous service.⁵ Help desk AI may improve customer satisfaction, productivity, and operational efficiency.

Here are some examples of how implementing help desk AI helps organizations:

1.  Enhanced customer satisfaction

Customers who get connected with a help desk are often placed in a queue before connecting with an agent. Help desk AI may significantly improve service quality by reducing wait times.

Help desk bots can interpret a user’s inquiry and deliver a tailored resolution using natural language processing (NLP) and speech analytics. When the bot cannot solve a question, it can transfer the ticket to the next best agent so that customers will feel priority since their questions will be resolved quickly.

2. Decreased manual tasks

AI-powered help desk features, such as conversation summary, can be valuable when a representative needs to escalate or transfer a ticket or chat to another coworker. The functionality allows the support representative to generate a thorough review of an entire customer conversation.

3.  24/7 support

45% of support leaders stated that AI and automation enable them to deliver 24/7 help to their clients.⁶ With an AI help desk, you can provide personalized and contextual support to your clients at any time of the day. 

4. Better insights

Automation can provide more accurate insights since large volumes of client data may be captured, recorded, and sorted. AI can record data more precisely and thoroughly than humans by automatically categorizing chats and extracting each word from speech and text, allowing businesses to identify raw data.

Further reading

If you are interested in help desk technologies, here are other tools and vendors you can check:

• Top 4 Zoho Desk Alternatives
• Top 5 Helpshift Alternatives 

External Links

• 1. ”Capterra“
• 2. ”G2“
• 3. ”TrustRadius“
• 4. What is Customer Experience?. Salesforce
• 5. Customer experience is everything: PwC .
• 6. Announcing 'The State of AI in Customer Service: 2023 Report' - The Intercom Blog. The Intercom Blog