Helpdesk system for non-profit organisation?

Sim

Well-known member
Our Little Athletics club (non-profit sporting / community organisation) is looking for a helpdesk / ticketing system to help us manage our inbound emails.

I have considered using XenForo - but I think that complicates things too much - people are much more likely to simply email their questions.

We currently have a bunch of gmail addresses that people can communicate with committee members on - for example, secretary / registrar / results / uniform / etc ... but at the start of the season the secretary and registrar get inundated with emails which can often be answered by other committee members to help spread the workload.

We don't need anything complicated - just a system which allows us to manage responding to emails while avoiding collisions (multiple people responding to the same email at the same time).

We also don't have much in the way of budget - so free or cheap is ideal.

Options like Freshdesk sound good on the surface, but their free plan only allows up to 3 agents and we'll likely have 6 or more people needing to access the system.

I currently use HelpSpot in my business - but again, that has a 3 agent limit for their free tier.

Anyone have any experience with helpdesk / ticketing systems that may work for our situation?
 

Chris D

XenForo developer
Staff member
I have zero recent experience with any, though I was vaguely aware of one I used to use and support (a decade ago 😮) that was commercial but had free non-profit licenses. It doesn't look like they do anymore as they've been bought out by Solarwinds (https://www.webhelpdesk.com/).

Though while I was searching for that, this popped up and looks interesting on the surface:

Let us know how you get on. Good luck!
 

eva2000

Well-known member
I've looked at free and cheap and didn't really want to self host for a ticket system. I ended up using Zoho Desk for my Centmin Mod paid work https://www.zoho.com/desk/pricing-comparison.html. You can start with free which is what I did to learn the ropes and then upgrade as needed. I've been on Standard paid plan for most of 2021 and been using free plan for about 2yrs. Still there's so many features in Zoho Desk that I've hardly mastered ~30% of them LOL

FYI, for self-hosted the one that I evaluated to be closest to using was https://freescout.net/
 

eva2000

Well-known member
Ah yeah Zoho is generally a good shout. They don't get enough of a look in. I used to use them for invoicing.

Yeah Zoho folks seem to have many nice products. I already have an account for Zoho @mydomain emails so was easy to just add Zoho Desk to same account :)

They also have comparisons
  1. https://www.zoho.com/desk/helpscout-alternative.html
  2. https://www.zoho.com/desk/freshdesk-alternative.html
Zoho also have a product called Creator https://www.zoho.com/creator/ not a programmer, but can imagine some smart folks could create nice tools from it
 

RobinHood

Well-known member
I've used the free version of Freshdesk before for a small business ticket tracking for incoming leads/emails and it's worked well without any need to go paid.


Edit: Although it looks like 'Collision Detection' is specifically in the first paid plan now.
 

RobinHood

Well-known member
Options like Freshdesk sound good on the surface, but their free plan only allows up to 3 agents and we'll likely have 6 or more people needing to access the system.

Freshdesk looks like unlimited agents on free, but no collsion detection on this page

 

Sim

Well-known member
@Sim

Non-free option but fairly well-priced for what you get and can do:


Started for teams up to 10

I got excited by the pricing for a while until I re-read the pricing page more carefully :(

1622062611042.png


I'm not impressed by businesses who play little games like that on their pricing pages.

US$19 per person per month is far too high for a non-profit, we'd be looking at over AU$2Kpa which we definitely won't be able to justify.
 

RDR

Well-known member
I got excited by the pricing for a while until I re-read the pricing page more carefully :(

View attachment 252484

I'm not impressed by businesses who play little games like that on their pricing pages.

US$19 per person per month is far too high for a non-profit, we'd be looking at over AU$2Kpa which we definitely won't be able to justify.
Yikes, sorry about that, I didn't notice either! We have a client that uses it but I didn't know all the prices details :(
 
I know this is several month old post. I was doing a search on built in ticketing system for Xenforo and saw this post in search result so I thought I would add to it.

If you only care about help desk via online portal or email piping only then there is an open source helpdesk call osTicket. https://osticket.com/

We been using it for years and it a good ticketing system if you don't need the other features only found on paid version.
 
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