TomTicket is one of the best-known help desk systems in Brazil, used by thousands of companies to organize tickets, online chat, and customer service via WhatsApp. Even so, many IT and customer support teams begin to look for alternatives to TomTicket when their operations grow and require more than a traditional help desk.
In this article, we'll explain what TomTicket is and why it often becomes too small for more mature operations. You'll learn about the 8 best TomTicket alternatives currently available, with their main ITSM features, customer reviews on major industry portals, and a price summary. Also, check out the checklist of what to consider when choosing your company's next ITSM software.
What is TomTicket?
TomTicket is a 100% Brazilian online help desk and customer service system, founded in 2013. The tool is mainly used by customer support teams and internal teams that need to organize tickets, real-time chat, and WhatsApp Business integration in a single environment. Its main highlight is its simplicity: configurable SLA, knowledge base, satisfaction surveys, and customized reports, all with support in Portuguese.
On the other hand, many companies start looking for alternatives to TomTicket when they need more advanced ITSM practices, such as Incident, Problem, and Change Management integrated with Asset Management. It is at this point that tools with greater adherence to ITIL and AI-powered automation capabilities start to make more sense.
The 8 best alternatives to TomTicket
Methodology: Below, we have compiled platforms evaluated based on ITSM features, price, and real ratings from portals such as G2, Capterra, and Gartner Peer Insights. It's worth noting that InvGate builds and offers Service Management and Asset Management solutions, making it a direct competitor to some of the brands mentioned below, but the goal here is always to provide an honest comparison.
1. InvGate Service Management
InvGate Service Management is an ITSM and ESM platform certified in 15 ITIL practices and with a no-code workflow mechanism, available both in the cloud (SaaS) and in an on-premise version for companies that need to maintain infrastructure in their own environment. The solution is suitable for IT teams that need Incident, Problem and Change Management, as well as integrated Asset Management, without depending on developers to configure processes. The differentiating factor is the AI Hub, which brings together the Virtual Service Agent to autonomously resolve requests, response suggestions for agents and sentiment analysis in interactions, all native to the platform and without the additional cost of add-ons.
Key features of InvGate Service Management for ITSM
- No-code workflow editor with approval automation and SLAs.
- AI-powered Virtual Service Agent for automated request handling.
- Integrated self-service portal and knowledge base.
- Native integration with InvGate Asset Management for asset management.
- Customizable reports and dashboards to track team performance.
Customer reviews of InvGate Service Management
InvGate has received the following reviews from leading industry portals:
- Gartner Peer Insights : 4.8/5, notably earning the title of 2025 Gartner Peer Insights Customers' Choice (4.9/5 stars and 94% recommendation).
- G2 : 4.6/5
- Capterra : 4.6/5
InvGate Service Management Pricing
InvGate offers flexible pricing plans that adapt to the specific needs of your organization. You can Try our free 30-day trial , no credit card required, or contact our Sales team .
2. Movidesk
Movidesk, now part of the Zenvia group, is a Brazilian customer service and help desk software delivered in the cloud, with unlimited usage per user. The platform brings together more than 75 management indicators and is primarily aimed at support teams that need a high CSAT (Customer Service Rate) without relying on multiple tools. It features artificial intelligence capabilities to optimize call routing and suggest quick responses to analysts.
Key features of Movidesk for ITSM
- Call management with SLAs and queues by category.
- Knowledge base integrated into customer service.
- Management indicators and team productivity reports.
- Unlimited usage per user, with no restriction on the volume of tickets.
Movidesk customer reviews
Movidesk Prices
Movidesk does not disclose the price of its plans; you need to contact their sales representatives. Plans start at R$700/month. (Verified in July 2026 on the Movidesk pricing page.)
3. Milvus
Milvus, also known as Milvus TI, is a 100% web-based (SaaS) Brazilian platform that combines Help Desk, ITSM, Asset Management, and endpoint monitoring into a single product. It is primarily aimed at MSPs and IT teams that need automated inventory, remote access, and omnichannel support with WhatsApp.
Key Features of Milvus for ITSM
- Real-time inventory and monitoring of devices.
- Integrated remote access for technical support.
- SLA management, priority queues, and trigger-driven automation.
- Omnichannel customer service (WhatsApp, email, chat) all in one dashboard.
- Generative AI capabilities to streamline support responses.
Customer reviews of Milvus
Milvus received the following reviews on leading industry portals:
Milvus Prices
Milvus structures its pricing into three main plans, all charged monthly per usage license, divided according to the stage of operation:
- Talk Plan: starting at R$ 95.00 per license, focused strictly on digital customer service.
- Ticket Plan: starting at R$ 160.00 per license, this option is geared towards corporate help desk routines.
- IT Plan: starting at R$ 205.00 per license, this is the most robust package, ideal for complete Service Management.
(Verified in July 2026, on the Milvus pricing page.)
4. Milldesk
Milldesk is a Brazilian Help Desk and Service Desk system, delivered in the cloud and created with strong adherence to ITIL best practices. The platform is suitable for companies that need clear ITIL compliance, including Asset Management, Change Management, and a service catalog, with official integration to WhatsApp Business.
Key features of Milldesk for ITSM
- Workflow aligned with ITIL, with Incident, Problem, and Change Management.
- Service catalog and knowledge base.
- IT Asset Management integrated with the call.
- Open API for custom integrations.
Milldesk customer reviews
Milldesk has received the following reviews from leading industry portals:
Milldesk Prices
Milldesk does not publicly disclose its prices; you need to fill out a form (Verified in July 2026 on the official Milldesk website).
5. Zendesk
Zendesk is one of the most globally recognized customer service platforms, delivered in the cloud through the Zendesk Suite line. The solution is ideal for large-scale companies that require robust omnichannel customer service, with AI (Copilot and autonomous agents) and a marketplace of over 1,800 integrations.
Key features of Zendesk for ITSM
- Omnichannel ticketing unifying email, chat, voice, and social media.
- AI agents and Copilot for suggestion and automated responses.
- Automation of workflows and SLA rules.
- Advanced reporting and analytics by channel and by agent.
Zendesk customer reviews
Zendesk has received the following reviews from leading industry portals:
- Gartner Peer Insights : 4.4/5
- G2 : 4.3/5
- Capterra : 4.4/5
Zendesk Pricing
Zendesk offers different pricing plans for customer service and employee support (billed annually). Customer service plans start with Support Team (R$135 per agent/month), and internal support plans include Suite Team, AI (R$359 per agent/month).
(Verified in July 2026, in Zendesk's official pricing page.)
6. Freshdesk
Freshdesk, a Freshworks product, is a cloud-based customer service (SaaS) software recognized for its ease of implementation and good cost-benefit ratio in small and medium-sized operations. The tool is ideal for teams seeking AI-powered automation (Freddy) without the complexity of enterprise solutions.
Key Features of Freshdesk for ITSM
- Ticketing with automated workflows and intelligent categorization.
- AI agents (Freddy) for automatic call resolution.
- Knowledge base and self-service portal.
- Integrated collaboration with Slack, Teams, and Outlook.
Freshdesk customer reviews
Freshdesk has received the following reviews from leading industry portals:
- Gartner Peer Insights : 4.4/5
- G2 : 4.4/5
- Capterra : 4.5/5
Freshdesk Pricing
The software pricing is organized into three main plans charged in dollars per agent/month on an annual contract, in addition to optional artificial intelligence modules.
- The Growth Plan (US$19 per agent/month) organizes the initial email call flow, provides a knowledge base, and structures a customer portal.
- Pro Plan (for US$55 per agent/month) for expanding operations that require the management of multiple SLAs, advanced automations, customer satisfaction surveys (CSAT), and more detailed reporting.
- Enterprise Plan (US$ 89 per agent/month) for corporations that require governance resources.
The platform also sells separately priced add-ons to add advanced AI features (such as Freddy AI Copilot and Freddy AI Agent), as well as day passes for one-off agents.
(Verified in July 2026 on the official Freshworks pricing page.)
7. Zoho Desk
Zoho Desk is the help desk of the Zoho suite, cloud-hosted and known for its native integration with other products in the Zoho ecosystem, such as Zoho CRM. It's an option for companies that already use Zoho tools and are looking for contextualized customer service with good cost-benefit. One of its most interesting features is Blueprint, a visual process builder that helps teams with multiple departments maintain the same service standard throughout the operation.
Key features of Zoho Desk for ITSM
- Multichannel ticketing with customer context sourced from the CRM.
- Zia, an AI assistant for suggesting answers and understanding customer sentiment.
- Automating workflows through Blueprints.
- Native integration with over 80 third-party tools.
Zoho Desk customer reviews
Zoho Desk has received the following reviews from leading industry portals:
- Gartner Peer Insights: 4.5/5
- G2: 4.4/5
- Capterra: 4.5/5
Zoho Desk Pricing
Zoho Desk offers flexible plans with different levels of operational maturity, billed per agent/month on an annual billing basis.
- Express Plan: for US$7 per agent/month, geared towards basic support needs.
- Standard Plan: for US$12 per agent/month, focused on multichannel support and knowledge base.
- Professional Plan: for US$20 per agent/month, includes SLA management and automations for Service Management.
- Business Plan: for US$35 per agent/month, with artificial intelligence and advanced analytics.
- Free Plan: simplified version for up to 3 users.
(Verified in July 2026, on the Zoho Desk pricing page.)
8. Octadesk
Octadesk is a Brazilian customer service and sales platform, acquired by LWSA in 2021, with a strong focus on centralizing channels such as WhatsApp, Instagram, and website chat. It is recommended for sales and support teams that prioritize the official WhatsApp API as their primary contact channel. The platform features WOZ, an AI agent that answers frequently asked questions outside of business hours and automatically qualifies leads.
Key features of Octadesk for ITSM
- A central hub of channels unifying WhatsApp, Instagram, email, and chat.
- Ticket management with SLAs and priority queues.
- AI Agent (WOZ) for automated responses outside of business hours.
- Performance monitoring dashboard by area and by agent.
Octadesk customer reviews
Octadesk has received the following reviews from leading industry portals:
Octadesk Pricing
Octadesk offers three plans based on the number of conversations:
- Plan One: starting at R$ 2,499/month, aimed at operations that are structuring customer service and automation through artificial intelligence.
- Flow Plan: starting at R$ 4,399/month, focused on companies that need to scale a higher volume of conversations and integrated channels.
- Nexus Plan: (price upon request) for large operations that require scale and executive vision.
(Verified in July 2026 on the official Octadesk website.)
What to look for in ITSM software
Before switching tools, it's worth evaluating whether the chosen alternative truly meets the needs of your IT operation. The points below help to compare the options on this list more objectively:
- Adherence to ITIL, with well-defined Incident, Problem, and Change Management.
- Asset management integrated with the call, eliminating the need to use separate spreadsheets.
- Automation and AI to reduce the volume of repetitive calls.
- Easy implementation, without relying on lengthy consulting projects.
Conclusion
TomTicket remains a good entry point for companies that need a simple help desk in Portuguese. However, as IT operations mature, the need for more comprehensive Service Management grows, including Asset Management, automation, and adherence to ITIL.
Among the 8 alternatives analyzed, each one caters to a different company profile, from customer service to internal technical support. If your team is looking for a certified ITSM platform with AI and rapid implementation, request a free 30-day trial of InvGate Service Management, no credit card required.
