Log incidents, track service requests and hold your team to real SLAs - on a cloud service desk that costs nothing. Full feature set from day one, no trial clock and no credit card.
A service desk is the single point of contact between the people who need something and the team that delivers it. Service desk software is what makes that contact manageable: every incident and every request arrives in one queue, gets an owner, carries a priority, and is measured against a target rather than a good intention.
In practice a service desk handles two different kinds of work. An incident is something broken that needs restoring - a mailbox that will not sync, a system that is down. A service request is something wanted rather than broken - access to an application, a new laptop, an account for a starter. Both need tracking, but they behave differently, and a queue that cannot tell them apart quickly becomes noise.
Raiseaticket gives you that structure without the licence cost. Departments and groups decide who handles what, agent privileges control who sees it, SLA policies set what "on time" means, and reports show whether you actually hit it.
The terms get used interchangeably, and the honest answer is that the software underneath is largely the same. The difference is scope.
A helpdesk is usually framed around fixing problems, often for customers, and is judged on how quickly issues are resolved. A service desk is framed more broadly around delivering services to an organisation - it still fixes things, but it also fulfils requests, owns the catalogue of what can be asked for, and is judged against agreed service levels.
If your team supports external customers, start with free helpdesk software. If you support colleagues and internal services, this page is the right one. Most teams end up doing both, which is why Raiseaticket runs either from the same workspace. There is a longer comparison in our guide to helpdesk versus service desk.
Most free service desk plans are a stripped-back version of the paid one. Ours is the full product, with 5 agents and 500 tickets a month.
Free forever, not a trial. See pricing for exactly what the plan includes.
Someone reports an incident or asks for a service, through the portal or by email. It becomes a ticket rather than a message somebody has to remember.
The ticket lands with the right department and agent, carrying a priority. Nobody has to triage a shared mailbox by hand.
SLA policies set response and resolution targets against your operational hours, and flag anything drifting towards a breach before it becomes a complaint.
The fix is recorded, and recurring ones become knowledge base articles so the next person can self-serve instead of raising the same ticket.
Outages, broken integrations, mail that will not send. Priorities and SLA timers make sure the urgent ones are not sitting behind the trivial ones.
Access to a system, a licence, a device, an account for a new starter. Predictable, repeatable work that should never rely on someone remembering a chat message.
Starters, leavers and movers generate a burst of related requests. Grouping them under one queue means nothing is missed on someone's first day.
Genuinely free. The plan includes 5 agents and 500 tickets a month with the full feature set, forever, with no credit card and no expiry. There is no paid tier to be upgraded into - if you outgrow the limits you can add agent packs from your workspace, and that is the only thing that costs anything.
Cloud based. There is no server to provision and nothing to install or patch - create a workspace, invite your agents and start logging tickets. If you need it on your own URL with your own SSL certificate and branding, that is available as a private branded portal.
Yes. Ticket types, categories and priorities let you separate something broken from something requested, route them to different departments, and hold them to different SLA targets.
Yes, and this is where most free plans stop. You get SLA policies with response and resolution targets, operational hours so overnight does not count against you, and breach notifications. See SLA management for detail.
Yes. Connect Microsoft 365 or Google Workspace and your support mailbox becomes the front door - every message is captured as a tracked ticket without anyone learning a new tool.
Raiseaticket is not a certified ITIL suite, and we would rather say so plainly. It covers the parts most teams actually use day to day - a single point of contact, incident and request tracking, priorities, SLAs, a knowledge base and reporting. If you need formal change and problem management processes, you will want a dedicated ITSM platform.
Yes. Reports cover ticket volumes, first response and resolution times, what is pending or overdue, and how individual agents and departments are performing.
Yes. Migration and integration is one of our services - we can bring across tickets and history, contacts, your department structure and knowledge base content, and connect the helpdesk to your other systems.
Create a workspace, connect your mailbox and log your first ticket. Free forever, with the full feature set from day one.
Free foreverNo credit cardNot a 6-month trial