Overview

Vtiger covers cases from intake through resolution, combining a shared inbox with automated case creation, assignment, and resolution. A help center and customer portal extend support beyond the agent queue, while insights on resolution time, workload, and satisfaction ratings give managers a view of service performance.

For work that crosses teams, @mentions, co-owners, internal tickets, and work orders provide coordination tools. The platform integrates with more than 500 business applications. Vtiger was founded in 2004 and says it powers more than 400,000 businesses globally; its site links to a Security Center and GDPR Readiness information.

Key features

Case automation: Automating creation, assignment, and resolution can reduce repetitive routing work and make Vtiger a better fit for teams with established support processes than for teams that only need a simple shared mailbox.
SLA management: First-response and resolution SLAs are part of the free One Pilot plan, so teams can set service targets before moving to a paid tier.
Customer self-service: The help center and customer portal support customer-facing service beyond direct agent replies. One Growth includes the portal and articles and FAQs.
Team coordination and insights: Internal tickets, co-owners, @mentions, and work orders support handoffs; reporting on resolution time, workload, and satisfaction can help managers identify pressure points.
Mobile and API access: Vtiger supports Android and iOS devices, including iPhone and iPad, and offers API access.

Pricing

Vtiger offers a free plan, a 15-day trial that does not require a credit card, and paid plans shown from INR 840 per user per month. Pricing can be viewed monthly or yearly, with yearly billing saving up to 34%. Existing plans can be upgraded or downgraded at any point.

Plan	Price and terms	What it includes	Best fit
One Pilot	0.00 USD per free; billed annually	Forever free; maximum 10 users and 3,000 records; 1,000 emails per month and 3 GB storage. Includes Email to Case, First Response SLA, Resolution SLA, and Business Hours.	Small teams that want to establish case handling and service targets without a subscription, provided the quotas are sufficient.
One Growth	12.00 USD per month; billed annually	Maximum 15 users; case management, inbox, customer portal, articles, and FAQs.	Teams ready to add customer-facing self-service and a paid inbox, though the 15-user ceiling limits larger support groups.
One Professional	30.00 USD per month; billed annually	Social ticketing, round-robin and least-loaded ticket assignment, service contracts, and live web chat.	Teams that need more routing options and channels than Growth provides.
One Enterprise	42.00 USD per month; billed annually	Work order management, internal ticketing, and advanced operational features.	Organizations coordinating support with internal service work.
One AI	50.00 USD per month; billed annually	Predictive AI, generative AI, voice assistant integration, and chatbot.	Teams specifically seeking those AI and assistant capabilities.
Single-app and standard-user options	Custom pricing	Options include full access to one app with view-only access to others, or standard-user access across apps and features. Localized monthly prices shown include INR 840 for Growth Standard User, INR 1,400 for Professional Single App User, INR 2,100 for Professional Standard User and Enterprise Single App User, INR 2,660 for AI Single App User, INR 2,940 for Enterprise Standard User, and INR 3,500 for AI Standard User.	Teams choosing between single-app access and standard access across Vtiger apps.

The free plan’s 10-user allowance is generous for a no-cost entry point, but its 3,000-record cap, 1,000 monthly emails, and 3 GB storage can constrain growing queues. Growth raises the user limit to 15 and adds the portal and knowledge content, but the stated ceiling remains restrictive for larger teams. Professional, Enterprise, and AI add distinct capabilities rather than simply relaxing Growth’s seat limit.

Platforms

Vtiger offers mobile apps for iPhone, iPad, and Android devices, along with API access.

Who it's for

Vtiger is a strong candidate for small and midsize support teams that want case automation, SLA controls, customer self-service, and internal coordination together. The free tier makes it practical to start without a paid commitment, while the higher plans suit teams that need social ticketing, advanced assignment, work orders, or AI features. Teams expecting more than 15 users on Growth, or likely to outgrow the free quotas quickly, should weigh the next tier and its additional cost before settling on a plan.

Pros and cons

Pro: The free plan supports up to 10 users and includes first-response and resolution SLAs, giving small teams room to formalize service without paying initially.
Pro: Automation spans case creation, assignment, and resolution, while insights cover workload, resolution time, and satisfaction.
Pro: The plan ladder adds concrete capabilities, from customer portal and FAQs to social ticketing, work orders, and AI tools.
Con: Free users face three separate capacity limits—3,000 records, 1,000 emails monthly, and 3 GB storage—which may become operational constraints as the service grows.
Con: Growth is capped at 15 users, so teams larger than that need to consider a higher tier rather than simply adding seats on Growth.
Con: The plan menu includes single-app and standard-user variants, which require a deliberate choice between access to one app and access across apps.

Alternatives

Consider help desk software options if you want to compare the category more broadly. Chatwoot is worth considering if open-source availability or self-hosting matters; its free Hacker plan supports up to 2 agents and 500 conversations per month. Help Scout may suit a smaller team that can work within its free plan’s 5 users, 1 Inbox, and 1 Docs site. Desk365 offers a free plan capped at 50 tickets per month, making it an alternative for low-volume service desks.

Freshdesk is another freemium option, with a free program for 1–2 agents lasting 6 months. Intercom is a paid alternative whose Essential plan is $19.00 USD per month, billed annually, per seat/month. LiveAgent is an alternative with a Small business plan at $15.00 USD per month, billed annually, covering ticketing, live chat, knowledgebase, customer portal, contact forms, and automation rules. Zoho Desk offers a free tier for 3 users and an Express plan at 420.00 INR per month, billed annually, for 5 users. Odoo Helpdesk has a One App Free plan and a paid Custom plan at $49.00 USD per month, billed annually.

Verdict

Choose Vtiger Help Desk if your team wants a connected case workflow with automation, SLAs, and customer self-service, and can match its quotas and user limits to its workload. The free plan offers a credible starting point; look elsewhere if your team needs higher capacity on a low tier or a simpler pricing and access structure.

	SherpaDesk	Vtiger Help Desk
Free plan	Yes	Yes
Free trial		Yes
Paid from	$45/mo	$12/mo
Platforms	api	Android, api, iOS
Free plan	Yes	Yes
Paid from	$40/user/mo	$12/user/mo
Shared inbox	Yes	Yes
SLA management	Yes	Yes
Help center	Yes	Yes
Ticket automation	Yes	Yes
Customer portal	Yes	Yes
API access	Yes	Yes
Included agent seats	1	10

SherpaDesk vs Vtiger Help Desk

SherpaDesk

Vtiger Help Desk