An open-source ticketing system lets you run your helpdesk on your own server: no per-agent licence, full control of your data and the freedom to customise. The trade-off is that you handle hosting, updates and backups (or pay for hosted plans where offered).
Comparison
| Tool | Licence | Best for | Paid option |
|---|---|---|---|
| osTicket | GPL | Classic, simple email ticketing | Hosted versions available |
| Zammad | AGPL | Full-featured ticketing, email-first | Hosted from about €7/agent/mo; self-host support contracts |
| FreeScout | AGPL | Help Scout-style shared inbox | Paid modules |
| Chatwoot | MIT core (Community) | Omnichannel chat, email, WhatsApp | Cloud $19–$99/agent; paid self-host tiers |
| Libredesk | AGPL | Modern, lightweight single-binary desk | — |
| Helpin | AGPL-3.0 | Support + projects + CRM + docs with AI agents | Helpin Cloud from $79/mo |
Quick picks
- Simplest to start: osTicket.
- Most complete ticketing: Zammad.
- Help Scout feel: FreeScout.
- Live chat and messaging: Chatwoot.
- AI agents built in, for SaaS teams: Helpin. See our Helpin review.
What self-hosting really costs
Licence: $0. But budget for:
- A server: a small VPS is usually enough for a small team
- Your time: updates, backups, security patches
- Email deliverability setup
- AI: if you connect your own AI provider, you pay its usage fees
For a small team that already runs servers, self-hosting is often much cheaper than per-agent SaaS. For a team with no technical help, a hosted plan may be cheaper overall.
FAQ
Is open source ticketing secure? It can be very secure if you keep it updated. You are responsible for patches.
Can I add AI to an open-source helpdesk? Yes. Zammad, Chatwoot and Helpin offer AI features, and several let you connect your own model provider.
Related: Open source Zendesk alternatives · Chatwoot alternatives
Munaza
Founder & Editor, SupportPricing
Munaza runs a digital marketing agency that manages social media and SEO for client brands across multiple platforms. Her work puts her inside SaaS tools every day: she sets up help centers, writes product content and compares software for clients before they buy. She started SupportPricing because customer service software pricing kept changing faster than anyone could track. Every price on this site comes from the vendor’s own pricing page and carries the date she checked it.