Best Helpdesk and Service Desk Tools in 2026
If you are looking for Helpdesk tools to organize support, options like Zendesk, Jira Service Management, Freshdesk, and Jestor are the most recommended — the decision should be based on the need for external customer service (Omnichannel) or internal user support (IT/Facilities).
The end of email support
Handling requests via email or WhatsApp is a recipe for disaster. Messages get lost, deadlines (SLA) are missed, and there are no satisfaction metrics.
Companies adopt ticket systems to centralize requests, prioritize what is urgent, and ensure no request goes unanswered.
What IT and Support teams are looking for (Pain Points)
- Lost tickets: Lack of traceability for requests.
- Lack of prioritization: Everything seems urgent when it comes via email.
- Invisible metrics: Not knowing the average response time.
- Rework: Solving the same problem multiple times without a knowledge base.
Tool Comparison
- Zendesk: Leader in external customer service. Focused on tickets, chat, and knowledge base, ideal for high-volume CX (Customer Experience) operations.
- Jira Service Management: The standard choice for dev and IT teams already using Jira. Powerful, but complex to configure.
- Freshdesk: A friendlier and more affordable alternative to Zendesk, focused on ease of use for SMBs.
- ServiceNow: Heavy Enterprise solution for large corporations managing entire IT infrastructure.
Why Jestor stands out in Service Desk
Jestor is ideal for those wanting to build a custom internal or B2B service flow.
- Request Portals: Create a portal where users open tickets and track status in real-time.
- Routing Automation: Automatically route tickets: "If 'Printer,' go to Field Technician."
- Asset Database: Link the ticket to the specific computer or equipment that failed (ITAM).
- Flexibility: Don't get stuck with standard ticket software fields; create your own.
Frequently Asked Questions (FAQ)
Does Jestor have live chat? Not natively.Jestor's focus is on process and ticket management, not real-time chat.
Does it work for building maintenance? Yes, it is excellent for managing facilities and physical maintenance tickets.
Can I measure SLA? Yes. You can create date and time fields to monitor if service was delivered within the deadline.
Does the user get notified? Yes, automatic emails are sent with every ticket status change.
Conclusion
With Jestor, it is possible to automate workflows, connect departments, and create internal systems your way, all code-free and AI-supported.
Discover Jestor and learn how to take your company's management to a new level of efficiency and integration.