The best help desk software of 2025: How to choose the right solution for your team

Someday, we’ll look back at the 2020s and say: “That’s when IT got smart.” AI started pulling its weight. Automation became the norm. And IT help desks? They leveled up. In many ways it was a decade of paradigm-shattering innovation.

The best help desk software in 2025 isn’t just about tracking tickets — it’s about solving problems faster, scaling support without scaling headcount, and turning overloaded IT teams into forward-thinking powerhouses of IT strategy.

Still stuck with a system that leaves your team scrambling and your end users stewing?

Let’s change that. Here’s what to look for — and the top help desk software leading the charge in 2025.

What defines the best help desk software? Key features to look for

Choosing the right help desk software starts with knowing what features you need. Take a beat and consider your top IT-related pain points:

• Is your team drowning in low-level support requests?
• Are you constantly missing SLAs?
• Does your workflow feel more like “whack-a-mole” than a “well-oiled machine”?

If you’re nodding along, don’t blame the team (or rush out to hire more people). Instead, a help desk upgrade may be just what the doctor ordered. In IT, when the going gets rough, it’s often the tools, not the team, that needs a glow up.

Great technical support doesn’t just respond quickly; it anticipates needs and scales as you grow. Here’s what to look for in a modern solution:

• Built-in AI and workflow automation: Let machines handle the repetitive stuff, so your team doesn’t have to. Help desk software should free your team to think strategically by embracing workflow automation tools. Ensure your chosen solution lets AI do what it does best: automate routine tasks.
• Maximizes human and AI interaction: AI’s great but it can’t do it all alone. The best outcomes happen when it's paired with real human expertise. In fact, for complex tasks like tier 2 troubleshooting, pairing AI’s brawny processing power with good old-fashioned brain waves delivers the best results.
• Easy IT system integration: Your help desk should play nicely with tools like Freshservice, Jira, ServiceNow, and identity management apps like Okta.
• Resolves Tier 1 and Tier 2 tickets: The best platforms knock out routine tier 1 issues like password resets and also assist with the more complex tier 2 problems that require direct back-and-forth comms with end users.
• Metrics and visibility: Data is key to staying ahead of the next wave of help desk tickets. In addition to basic metrics on ticket volume and resolution time look for help desk software that offers live sentiment analysis and categorizes help desk tickets by use case.

The more well-rounded your solution, the more helpful your help desk can be.  Using these features as a lens, let's take a look at the best help desk software 2025 has to offer.

Top 5 help desk software solutions of 2025: Which one is right for you?

No two IT teams are the same — and your help desk software should match your size, tech stack, and your unique support needs. Here are the best platforms making waves in 2025.

1. Fixify: AI-powered help desk that scales with you 

We’re biased, but hey — Fixify is the best solution for IT teams looking to increase efficiency without adding headcount. 

Here’s why Fixify earns its spot as the best help desk software:

• Works 75% of Tier 1 and Tier 2 tickets: Troubleshooting? New hires? Password resets? Access requests? Fixify’s automation handles the grind so your team can focus on more strategic project-based work.
• Invites human expertise to the table: By deftly blending brainpower with AI-driven automation, it ensures top-notch resolutions while turning tickets into insights to fuel future learning.
• Delivers real-time insights and sentiment analysis: Spot patterns, SLA risks, and end-user friction as it happens — not after the fact.
• Makes friends with other systems easily: Already using Jira, Zendesk, or ServiceNow? Great. Fixify fits right in and is compatible with all major IT ticketing systems, It edges out competitors focusing solely on AI automation and getting along famously with your current tech stack.
• You control what you outsource: Want full AI automation? Prefer to keep some tasks in-house? You choose the level of outsourcing that works for you.

In short, Fixify offers a unique balance of human talent and AI horsepower. 

Oh — and we’re transparent. You’ll always see what Fixify is doing, and you can jump in anytime. After all, it’s your help desk. 

2. Lumos: Best for simple repetitive IT task automation

Lumos typically suits companies looking for basic automation — think: identity verification workflows. 

Lumos is more known for:

• Streamlining password resets and access approvals. As processes change, you’ll need to manually update the rules.
• Fusing SaaS management and identity verification into a single platform

However, note that any app with which Lumos interacts must feature an API to manage user access.

3. MoveWorks: Best for AI-driven IT chatbots

MoveWorks is big on bots. If you're looking to deflect support requests via chat, it might be your match. MoveWorks:

• Employs AI chatbots to answer IT questions, route tickets, and triage resolution efforts.
• Good for a wide range of internal use cases

However, the platform requires full-time monitoring to ensure quality. It also struggles to escalate concerns to human staff, leading to frustrated customers and extended wait times.

Note: In March, 2025 ServiceNow announced it intended to acquire MoveWorks. If you’re not a ServiceNow customer be sure to ask MoveWorks about future support for ticketing systems that compete with ServiceNow.

4. Glean: Ideal for a self-service knowledge base

Large companies looking to deflect help desk tickets by giving employees self-service access to the info they need can gain some assistance with Glean, as it:

• Provides a chatbot to directly answer end users’ questions
• Scours a company’s existing knowledge base and datasets as an excellent search tool for organizations with vast data libraries
• Personalizes results via AI curation

Implementing Glean will also require some upkeep. Its functionality relies on your internal knowledge base, so companies must always ensure accurate and up-to-date information.

5. Electric.ai: Best for small company outsourced IT support

Small businesses (under 100 employees) that wish to fully outsource their help desk needs should evaluate Electric, which:

• Offers a two-in-one platform covering IT help desk and security.
• Provides live human support
• Integrates well with most major HR systems (comes at a higher price tag than automated tools)

However, Electric lacks the advanced, AI-powered automation offered by solutions like Fixify. And if cost-cutting is your aim, Electric comes at a loftier price tag than AI-driven platforms.

How to choose the best help desk software for your IT team

Not sure where to start? Each platform delivers for specific use cases. As you consider your options, think about what qualities make a truly top-tier help desk — the kind that clears backlog and boosts customer satisfaction. 

These five criteria will help you zero in on the right solution:

• Scalability without headcount: The best help desk software handles rising volumes without needing a bigger team. Look for tools that automate tier 1/2 issues and free up your team for deep work.
• Data-driven IT support: Choose platforms that capture real-time insights — SLA tracking, sentiment analysis, time-to-resolution metrics — so you can improve as you go.
• Automated ticket routing: Smart tools use AI to send the right ticket to the right person, reducing bottlenecks and improving customer satisfaction across the board.
• Seamless integrations: Help desk software shouldn’t operate in a vacuum. Your ideal platform should plug into your tech  stack and enhance your existing workflows — not upend them.
• Human-AI harmony: The goal isn’t full automation. It’s smarter collaboration between people and machines. Choose tools that elevate both.

Take the next step toward smarter IT help desk management

A modern help desk isn’t just a system — it’s a strategy. The right software helps you scale, empowers your team, and makes every support interaction smoother and personal.

Fixify was built for the modern IT org — the kind that’s ready to do more, move faster, and keep users happy without burning out.

Book a demo today to see how Fixify brings the future of help desk software to your team — no cape required.