If you’ve ever worked in IT, you know how chaotic things can get when support requests start flooding in. Emails, calls, chat messages, and endless pings can make it hard to track what’s been fixed and what still needs attention. That’s where an IT ticketing system comes in. It helps you organize requests, assign tasks, and keep your support process running smoothly.
Whether you’re an IT manager trying to improve workflow or a business owner looking to simplify support, finding the best IT ticketing system can make a real difference. In this post, we’ll talk about what an IT ticketing system is, why it matters, and how to choose the right one for your team.
What is a IT ticketing system and how it works?
An IT ticketing system is a tool that helps IT teams manage, track, and resolve support requests efficiently. Whenever someone in your organization faces a technical issue, they submit a “ticket” through the system. This ticket acts as a record of the problem, containing details like who reported it, what the issue is, when it was reported, and its current status.
Here’s how it works. Once a ticket is created, the system assigns it to the right technician or team based on the issue type or priority level. The assigned technician then works on resolving the problem, updates the ticket with progress notes, and marks it as resolved once the issue is fixed. The user who raised the ticket is kept informed throughout the process.
This setup ensures no request goes unnoticed and helps the IT team maintain accountability and transparency. Over time, the system also provides useful data on recurring issues.
How to choose the right IT ticketing system
Choosing the right IT ticketing system can feel like navigating a maze, but if you break it down into what you actually need, you’ll end up picking something that works for your team, not just something that looks flashy. Here’s how to approach it.
1. Clarify your needs
Start by asking: what kinds of tickets do we get? How many users will raise issues? What channels do they use, such as email, chat, or a portal? What workflows do we already follow? The clearer you are about your processes, the better you’ll be able to evaluate your options.
2. Prioritize essential features
Once you know your needs, look for systems that align. Key features include:
Intuitive ticket creation, tracking, assignment, and resolution.
Automation and workflows for things like auto-assign, priorities, and escalation.
Reporting and analytics to measure how your team performs.
Self-service portals or knowledge bases so users can help themselves.
The ability to integrate with your existing tools such as CRM, chat, or monitoring software.
3. Consider usability and adoption
No matter how many features a system has, if your team and end users dislike using it, the benefit drops. The interface should be clean, easy to navigate, and fit how your team actually works.
4. Check scalability, flexibility, and deployment
Will your support volume increase? Will you add more users or channels? Make sure the system can grow and adapt rather than become obsolete quickly. Also think about whether you want a cloud-based or on-premises solution.
5. Review security, compliance, and integrations
If you handle sensitive data, you’ll need a vendor who takes security seriously. Look for features like access controls, data encryption, and regulatory compliance. Also ensure good integration with your existing systems so you’re not creating silos.
6. Evaluate cost and total cost of ownership
Look beyond the sticker price. Does the cost include updates, support, integrations, and future expansion? If hidden costs exist, you might end up paying more later.
7. Try before you buy and get feedback
Get a demo or free trial and involve your agents, end users, and IT leads. Ask for feedback: what feels good, what doesn’t, and whether this system will help or hold your team back. Also look at the vendor’s support and reputation.
Best IT ticketing system in 2025? Here’s what Reddit users recommend
Finding the best IT ticketing system in 2025 can be tricky with so many tools claiming to be the best. So, we decided to dig through Reddit discussions to see what real IT professionals are actually recommending. In this post, we break down what Reddit users love, what they avoid, and which tools stand out as the top IT ticketing systems this year.
Whether you’re managing a small support team or running enterprise-level IT operations, this guide will help you pick a modern, simple, and reliable ticketing solution that fits your needs.
- Desk365
- Freshdesk
- Crisp
- Zammad
- JitBit
- GLPI
- Freshservice
- HaloITSM
- HappyFox
- Zoho Desk
- Zendesk
- osTicket
- LiveAgent
- Help Scout
- Front
- BossDesk
- Deskpro
- Kaseya BMS
- Ninja / NinjaOne
- Lansweeper
- Fluent Support
Quick overview of best IT ticketing system
| Product | Pricing (Starting at) | Suitable For | Quick Strengths | Watch-outs / Limitations |
|---|---|---|---|---|
| Desk365 | $12/agent/mo (billed annually) | Teams of all sizes | AI-powered ticketing system, deep Microsoft Teams integration, easy automation, clean UI | Limited integrations |
| Freshdesk | $15/agent/mo (annual) + Free plan | SMB–Mid-market support | Omnichannel support, large marketplace | ITIL depth lower than ITSM suites |
| Freshservice | $19/agent/mo (annual) | IT departments & enterprises | ITIL processes, automation, asset discovery | Costs can scale with agents/assets |
| Zendesk | From $19/agent/mo (annual) — Suite | Scaling support orgs | Mature ecosystem, AI & channels | Advanced ITSM needs add-ons |
| Zoho Desk | $7–$40/user/mo (annual) + Free (3 agents) | SMB–Mid-market, Zoho users | Great value, native Zoho integrations | ITIL modules lighter than ITSM suites |
| HappyFox | ~$24–$99/agent/mo; Unlimited-agent: ~$1,599+/mo | SMB–Mid-market | Clean UI, strong workflows | Pricing varies; advanced features in higher tiers |
| HaloITSM | ~$49/user/mo (quote-based) | Mid-market–Enterprise IT | Strong ITIL coverage, dashboards | Config/implementation effort |
| Zammad | Hosted from €5/agent/mo; Self-hosted Free | Teams wanting OSS + flexibility | Customizable, on-prem option | Self-hosted needs admin time |
| JitBit | SaaS from $29/mo (includes 1 agent); On-prem from $2,199 | Lean IT/support teams | Simple, email-centric | Limited enterprise ITIL modules |
| GLPI | Cloud €19/user/mo; On-prem tiers €100/€300/€1000 per month | IT depts needing CMDB/ITAM | Rich ITSM/ITAM features, plugins | UI complexity; admin heavy |
| osTicket | Self-hosted Free; Cloud from $12/agent/mo | Cost-conscious teams | Free basic ticketing | Limited advanced ITSM features |
| LiveAgent | From $15/agent/mo | SMB contact centers | Omnichannel (chat/call/email) | Not purpose-built for ITIL |
| Help Scout | $50/mo for 100 contacts (unlimited users) | Product & CX teams | Email-like simplicity, knowledge base | Not ITSM; contact-based billing |
| Front | $25/seat/mo (annual) — min seat caps | Customer operations teams | Collaborative inbox, analytics | Seat minimums; add-on AI costs |
| BossDesk | $29/$49/$69 per paid user/mo (annual) | Public sector & enterprise | ITIL processes, service catalog | Smaller ecosystem; UI feels dated |
| Deskpro | From $59/agent/mo (Cloud; min 10 agents) | Support teams needing on-prem | Multi-channel + knowledge base, SSO | Less prescriptive ITIL tooling |
| Kaseya BMS | From ~$25/user/mo (varies; quote-based) | MSPs | PSA + service desk + billing | Primarily MSP-oriented, learning curve |
| Ninja / NinjaOne | Per-device pricing (e.g., ~$3.75/endpoint small vols; lower at scale) | MSPs & IT teams needing RMM | RMM + remote tools + ticketing | Ticketing less deep than pure ITSM |
| Lansweeper | Starter ~ $199/mo (2k assets); Pro ~ $379+/mo; Enterprise: quote | ITAM/Discovery first | Deep discovery & inventory | Not a full ticketing system alone |
| Crisp | Free; paid ~ $25–$95+/workspace/mo | SMB web/app support | Fast live chat, shared inbox, bots | Not a full ITSM/ITIL tool |
| Fluent Support | $77–$129/year per site (WordPress plugin) | WordPress-based businesses | Runs in WordPress, email piping | WP-bound; limited enterprise ITSM |
1. Desk365
Desk365 is an AI-powered helpdesk ticketing system that helps businesses streamline customer interactions and optimize ticket resolution processes. It offers powerful features such as AI-powered ticket responses, unified inbox, automation, omnichannel support, and in-depth reporting and analytics. Desk365 integrates well with other tools like Microsoft Teams and provides a customizable experience for agents and customers alike.
Key features
1. AI-powered ticket responses
Desk365 enhances agent efficiency by utilizing AI to generate quick, contextual replies. These AI-powered responses are based on historical ticket data and knowledge base articles, allowing agents to respond faster and with more accuracy. This significantly reduces the time spent on routine inquiries.
2. Service Level Agreements (SLAs)
Desk365 ensures timely resolution of tickets by monitoring SLAs. It provides periodic reminders to agents about upcoming due dates and alerts them when SLA infractions occur, helping teams stay on track and avoid delays.
3. Unified Inbox
Desk365 consolidates all customer support requests from various channels into a single, easy-to-use inbox. This feature allows agents to collaborate efficiently and manage requests without toggling between different communication platforms.
4. Automations
Desk365 offers a wide range of automation tools to improve productivity. For example, automation macros can be triggered when a ticket is created or updated, ensuring that routine tasks are handled automatically based on predefined conditions (such as ticket properties or customer events).
5. Real-time alerts and notifications
Instant notifications keep agents informed of updates to tickets. Whether it’s a new reply, a status change, or other activities, Desk365 ensures agents are aware of important developments in real-time, preventing them from missing critical updates.
6. Round Robin ticket assignment
To ensure a balanced workload, Desk365 includes a round robin ticket assignment feature. This automatically distributes tickets to agents in a balanced way, improving response times and preventing any one agent from becoming overwhelmed.
7. Knowledge base
Desk365 makes it easy to create and share knowledge base articles with your team and customers. The knowledge base can serve as a training tool for agents, and selected solution articles can be made public on the customer support portal, allowing customers to find answers on their own.
8. Custom ticket views and reports
Desk365 offers customizable ticket views and detailed analytics that allow you to monitor your team’s performance. You can track metrics like ticket resolution time, agent performance, and customer satisfaction, helping you to make data-driven decisions to improve your support process.
9. Omnichannel support
Desk365 integrates with multiple channels, making it easy for customers to reach you through the medium they prefer. Channels include:
- Microsoft Teams: Customers can create tickets, check statuses, and respond to agents all within Teams.
- Email: Incoming emails are converted into tickets, and agents can respond directly from the platform.
- Web Widget: A customizable widget that can be embedded on your website for easy ticket creation.
- Web Form: A configurable iframe form that can also be added to your website for seamless ticket creation.
10. Customization options
Desk365 allows extensive customization to suit the specific needs of your business. You can tailor:
- Agent roles and permissions for different levels of access.
- Ticket forms with custom fields and workflows to align with your processes.
- Support portal appearance to match your branding.
- Email settings and secondary email configurations for different departments (e.g., sales, marketing).
11. Powerful analytics
Desk365 includes powerful reporting tools that provide actionable insights into your support operations:
- Custom reports: Tailor reports to analyze any specific data related to your team’s performance, ticket trends, or customer satisfaction.
- Agent performance reports: Evaluate individual agent metrics like response times and ticket resolution rates.
- Ticket trends report: Visualize trends across different ticket fields to identify recurring issues or bottlenecks.
2. Freshdesk
Key features
- Ticketing
- Automation
- AI (Freddy Copilot, AI agent)
- Self-service (Knowledge Base, community)
- Reporting & analytics
- Multi-channel support (Email, Chat, Phone, Social)
- Collaboration tools
- Customization & integrations
- Security & access control
Pros
Cons
Pricing
- Growth – $15/agent/month
- Pro – $49/agent/month
- Pro + AI – $78/agent/month
- Enterprise – $79/agent/month
3.Crisp
Key features
- Shared inbox that handles chats, emails and messages in one place.
- Ticketing system functionality: convert chats/emails into trackable tickets.
- Automation and AI-powered features: chatbots, templated responses, workflow automation.
- Multichannel integrations: live chat widget, WhatsApp/Telegram, CRM features.
- Knowledge base/self-service portal capabilities.
Pros
- Excellent for teams that want a simple-to-use, chat-centric support setup.
- Free plan available, so lower barrier to entry for smaller teams.
- Modern UI and good multichannel support (chat + email + messaging).
Cons
- As you scale up or need advanced ticketing/IT workflows, it may lack some features of full-blown ITSM tools.
- Costs may rise and some advanced analytics or enterprise-grade integrations may be limited compared to more established help-desk platforms.
Pricing
- Free trial available.
- Paid plans begin around US $28/month per workspace for Pro level (approximate, based on review info).
- Higher tiers (with advanced features) cost more.
4. Zammad
Key features
- Multi-channel ticket intake: email, chat, SMS, social media, etc.
- Support for on-premises/self-hosted deployment (open-source) as well as cloud.
- Workflow automation: SLA definitions, escalations, ticket assignment.
- Role-based access, multilingual interface, knowledge base/FAQ support.
Pros
- Open source gives full control: you can host yourself, customise deeply and avoid vendor lock-in.
- Good value for organisations who have technical resources and want flexibility.
- Strong multi-channel and support functions even in “basic” form.
Cons
- Usability and time to configure may be greater than ‘plug-and-play’ SaaS tools; self-hosting means you handle infrastructure, updates and maintenance.
- Enterprise-grade integrations or support may require extra work or paid addons.
Pricing
- Self-hosting version: free core software (you cover infrastructure).
- Cloud/hosted versions: paid plans (exact pricing depends on agent count and vendor).
- For custom support or enterprise features, pricing is customized.
5. Jitbit Helpdesk
Key features
- Email-to-ticket conversion: support emails automatically turn into tickets.
- Full ticket workflows: custom fields, uploads, attachments, forms, live chat embed.
- Automation/triggers: automatically assign technicians, send replies, escalate, set due dates.
- Integrations with tools like Jira, Slack, GitHub and many others.
- Both cloud and on-premises deployment.
Pros
- Clean and simple user interface, setup is relatively easy compared to larger ITSM tools.
- Good value especially for smaller teams who pick the on-premise perpetual-license option.
- Strong automation and integration capabilities for mid-sized support operations.
Cons
- Cloud version pricing may rise depending on agent count; on-premise requires you to manage server/IT overhead.
- Reporting or advanced customization may not match the most feature-rich enterprise systems.
Pricing
- On-premise license starting around US $2,199 for 10 agents (one-time cost for certain plans).
- SaaS/cloud version: e.g., starting at US $249/month for 9 agents (according to one plan) with additions.
- Free trial available.
6. GLPI
Key features
- Comprehensive ticketing and help-desk management with SLAs, priorities, and workflows.
- Integrated IT asset management (hardware, software, peripherals, and network components).
- Change, problem, and project management modules for full ITIL alignment.
- Role-based permissions, a multilingual interface, and plugin marketplace for customization.
- Dashboards, reports, and automation options for efficient IT operations.
Pros
- 100% open-source with no vendor lock-in, giving complete control over data and configuration.
- Excellent asset-tracking and inventory management features.
- Scalable and flexible for organizations that need both help-desk and ITSM functions
Cons
- Interface feels dated compared to newer SaaS tools.
- Self-hosting requires in-house technical knowledge and maintenance.
- Initial setup and configuration can be time-consuming.
Pricing
- Free to use (open-source version).
- Paid cloud and enterprise support options available through Teclib’ and partners (pricing varies).
7. Freshservice
Key features
- Incident, problem, change, and release management.
- Asset and configuration management (CMDB).
- Workflow automation and orchestration with drag-and-drop builders.
- AI virtual agents for faster response and self-service.
- Mobile app, self-service portal, and custom reporting dashboards.
Pros
- Clean, intuitive interface that requires minimal training.
- Quick setup and strong automation capabilities.
- Reliable uptime and responsive customer support.
Cons
- Pricing increases quickly with added agents or advanced features.
- Customisation can be limited compared to more flexible open-source tools.
- Smaller teams may find it more powerful (and expensive) than they need.
Pricing
- Starter: $19/agent/month (annual billing).
- Growth: $49/agent/month.
- Pro: $95/agent/month.
- Enterprise: custom pricing available.
8. HaloITSM
Key features
- ITIL-aligned modules: incident, problem, change, and release management.
- Service catalog and request fulfilment workflows.
- Asset and configuration management with full visibility.
- Knowledge base, self-service portal, and automation engine.
- Powerful integrations with systems like Microsoft, Azure AD, and Jira.
Pros
- All-in-one solution for medium and large organisations.
- Deep customisation options and workflow automation.
- Enterprise-grade support and security features.
Cons
- Setup and configuration can take time for smaller teams.
- Higher pricing compared to lightweight help-desk tools.
- Some users may find the interface complex at first.
Pricing
- Pricing available on request; typically mid-to-high range for enterprise ITSM tools.
- Free demo and trial available.
9. HappyFox
Key features
- Omnichannel ticketing system (email, chat, phone, web).
- Task automation, canned actions, and smart rules for repetitive work.
- SLA management, reports, and custom dashboards.
- Integrations with Slack, Microsoft Teams, Jira, and others.
- Self-service knowledge base and customer portal.
Pros
- User-friendly interface suitable for teams with varying technical skills.
- Excellent automation and reporting capabilities.
- Integrates well with communication tools like Slack and Teams.
Cons
- Lacks some advanced ITSM modules like change or asset management.
- Pricing can be high for small businesses.
- Limited flexibility for self-hosting (cloud-only).
Pricing
- Starts at $26/agent/month (annual billing).
- Scales up to $64/agent/month for enterprise features.
- Free demo and trial available.
10. Zoho Desk
Key features
- Multi-channel ticketing (email, chat, phone, social media, web).
- Workflow automation, SLAs, and AI-powered suggestions.
- Self-service knowledge base and customer portal.
- Built-in reporting, dashboards, and analytics.
- Integrations with Zoho CRM, Slack, Jira, and Google Workspace.
Pros
- Affordable, especially for small to mid-sized businesses.
- Seamless integration within the Zoho ecosystem.
- Intuitive UI and quick learning curve.
Cons
- Some limitations in advanced ITSM features.
- Customization depth is lower than that of enterprise tools.
- Customer support response can vary depending on the region.
Pricing
- Standard: $14/agent/month.
- Professional: $23/agent/month.
- Enterprise: $40/agent/month.
- Free plan available for up to three agents.
11. Zendesk
Key features
- Omnichannel support across email, chat, phone, and social media.
- Automated ticket routing, SLAs, and AI-powered reply suggestions.
- Knowledge base and community forum builder.
- Advanced analytics and customizable dashboards.
- Integrations with thousands of third-party tools through Zendesk Marketplace.
Pros
- Extremely scalable with enterprise-grade reliability.
- Highly customizable and rich in integrations.
- Clean, modern interface with strong automation and AI capabilities.
Cons
- It can become expensive as you scale up in users and features.
- Some smaller teams may find the setup process complex.
- Reporting and customisation may require additional training or admin expertise.
Pricing
- Suite Team: $55/agent/month.
- Suite Growth: $89/agent/month.
- Suite Professional: $115/agent/month.
- Enterprise tiers available with custom pricing.
12. osTicket
Key features
- Email-to-ticket conversion and web form submission.
- Custom ticket fields, filters, and assignment rules.
- SLA plans and escalation management.
- Internal notes and collaboration tools for agents.
- Open API and plugin support for custom integrations.
Pros
- Completely free and open-source for self-hosting.
- Lightweight and simple interface that’s easy to maintain.
- Suitable for small IT teams and businesses with basic support needs.
Cons
- Lacks the modern UI and automation capabilities of SaaS tools.
- Requires manual updates and maintenance when self-hosted.
- Limited analytics and integration options compared to commercial tools.
Pricing
- Free (self-hosted version).
- Cloud-hosted edition starts around $9/agent/month with managed updates.
13. LiveAgent
Key features
- Omnichannel ticketing for email, chat, social, and calls.
- Real-time live chat widget with proactive invitations.
- Built-in CRM and contact history tracking.
- Reporting dashboards and performance metrics.
- 200+ integrations with external tools.
Pros
- Comprehensive all-in-one system for smaller teams.
- Excellent live-chat capabilities and fast ticket assignment.
- Affordable pricing with generous feature sets.
Cons
- Interface design looks dated compared to newer tools.
- Some users report occasional syncing issues with external channels.
- More suited to customer service than deep ITSM workflows.
Pricing
- Free plan with limited features.
- Ticket plan: $9/agent/month.
- Ticket + Chat plan: $29/agent/month.
- All-inclusive plan: $49/agent/month.
14. Help Scout
Key features
- Shared inbox that looks and feels like email but with tracking and tagging.
- Knowledge base builder for self-service support.
- Automated workflows, collision detection, and saved replies.
- In-app messaging and beacon for live help.
- Integrations with CRMs, analytics tools, and chat services.
Pros
- Simple, clean interface with minimal learning curve.
- Encourages personal, conversational support experiences.
- Integrates easily with business apps like Slack and HubSpot.
Cons
- Not as powerful for large ITSM operations.
- Limited in complex ticket workflows and advanced reporting.
- Pricing may feel high for very small teams.
Pricing
- Standard: $25/user/month.
- Plus: $50/user/month.
- Pro: $65/user/month.
15. Front
Key features
- Shared inbox for team emails with tagging, commenting, and assignments.
- Workflow automation, templates, and analytics dashboards.
- Integrations with CRMs, project management, and support tools.
- Built-in chat, SMS, and app messaging support.
- Collaboration tools like internal comments and mentions.
Pros
- Excellent collaboration experience for email-driven teams.
- Clean, modern interface with strong integrations.
- Real-time collaboration reduces internal message duplication.
Cons
- Lacks some advanced ITSM features like asset or change management.
- Can be expensive at scale depending on team size.
- Primarily geared toward communication rather than pure IT support.
Pricing
- Starter: $19/user/month.
- Growth: $59/user/month.
- Scale: $99/user/month.
- Premier: $229/user/month for large teams.
16. BossDesk
Key features
- Incident, problem, and change management modules.
- Service catalogue with approval workflows.
- Asset and configuration management.
- Reporting, dashboards, and knowledge base.
- Workflow designer for building no-code automation.
Pros
- Easy-to-use interface and drag-and-drop workflow builder.
- Scalable for both IT and non-IT departments (HR, facilities, etc.).
- Strong automation and SLA tracking capabilities.
Cons
- Fewer third-party integrations than some competitors.
- Limited brand awareness outside North America.
- Customisation may need vendor assistance.
Pricing
- Pricing available on request; tailored to organisation size and requirements.
- Free demo available.
17. Deskpro
Key features
- Unified inbox for email, chat, social, and voice channels.
- Automation tools: triggers, escalations, SLAs, and macros.
- Knowledge base, customer portal, and reporting dashboards.
- Multi-brand and multi-language support.
- Integrations with 1,000+ apps via API and Zapier.
Pros
- Strong flexibility in deployment (cloud or self-hosted).
- Feature-rich and highly configurable.
- Great reporting and multi-department support.
Cons
- Interface can feel overwhelming for first-time users.
- Advanced automation setup may require admin experience.
- Price can increase with multiple agents.
Pricing
- Team: $29/agent/month.
- Professional: $59/agent/month.
- Enterprise: $99/agent/month.
18. Kaseya BMS
Key features
- Ticket management, SLA tracking, and automation workflows.
- Integrated project management and billing system.
- CRM for managing customers and service contracts.
- Asset and inventory tracking with real-time visibility.
- Integrates with VSA (Kaseya’s RMM platform).
Pros
- Ideal for managed service providers (MSPs).
- Combines help desk with business operations (billing, projects, CRM).
- Seamless integration with other Kaseya products.
Cons
- Interface is dated and may feel clunky.
- Learning curve for non-MSP teams.
- Occasional reports of performance lag on large datasets.
Pricing
- Pricing based on modules and users; typically mid-range for MSP software.
- Quote provided on request.
19. NinjaOne
Key features
- Unified dashboard for device monitoring, patch management, and ticketing.
- Automated alerts and remediation workflows.
- Built-in documentation and knowledge base.
- Reporting and analytics with customizable dashboards.
- Integrations with PSA tools, email, and chat platforms.
Pros
- Extremely lightweight and fast interface.
- Simplifies IT management by combining RMM + ticketing.
- Excellent automation and scripting capabilities.
Cons
- Ticketing features are less advanced than standalone ITSM systems.
- Some integrations still being expanded.
- Pricing may rise quickly as endpoints grow.
Pricing
- Pricing available by quote, based on the number of devices/endpoints.
- Free trial available.
20. Lansweeper
Key features
- Agentless network discovery for all devices.
- Ticketing system with categorisation, assignment, and SLAs.
- Detailed asset inventory and reporting.
- Integration with third-party monitoring and ITSM systems.
- Role-based access and permissions.
Pros
- Excellent asset visibility across networks.
- Strong reporting and analytics for hardware/software inventory.
- Scales easily for large environments.
Cons
- Ticketing module is basic compared to dedicated help-desk tools.
- Interface can be data-heavy for smaller teams.
- Setup requires network and admin knowledge.
Pricing
- Pricing based on number of assets and modules used.
- Quote available from vendor.
21. Fluent Support
Key features
- Ticket creation and management directly from WordPress dashboard.
- Automation for ticket assignment, replies, and notifications.
- Email piping and integrations with WooCommerce and Easy Digital Downloads.
- Custom fields, internal notes, and performance reports.
- Integrates with Slack, Telegram, and CRMs.
Pros
- Affordable and easy to set up on WordPress.
- Fully self-hosted — no external subscriptions required.
- Great for small businesses managing customer support through websites.
Cons
- Limited scalability compared to standalone SaaS ticketing tools.
- Depends on WordPress, so performance relies on website hosting.
- Fewer ITSM or enterprise-level features.
Pricing
- Single site licence: around $129/year.
- Agency licence: around $249/year.
- Lifetime deals occasionally offered.
Top benefits of using IT ticketing systems
1. Centralized issue management
An IT ticketing system keeps all your support requests and issues in one place. It’s much easier to track what’s going on instead of juggling emails or chat messages. Everyone can see the status of tickets and who’s working on what.
2. Faster response and resolution times
Tickets are automatically assigned, prioritized, and tracked, which helps your team respond faster. Automation and service level agreements (SLAs) make sure nothing slips through the cracks.
3. Better collaboration and communication
Instead of long email chains, your team can communicate directly within each ticket. Notes, updates, and attachments stay organized so everyone has the same information.
4. Real-time tracking and reporting
You can easily see how your team is performing through dashboards and reports. Things like response times, ticket volumes, and SLA compliance become clear and measurable.
5. Knowledge base and self-service options
Many systems let you build a knowledge base with guides and FAQs. This helps users solve common issues themselves, saving your team time and reducing repetitive requests.
6. Workflow automation
Automation helps streamline routine tasks such as ticket routing, approvals, and notifications. It makes your process more efficient and consistent.
7. Improved accountability and transparency
Every ticket keeps a record of who did what and when. This makes it easier to track progress, measure performance, and identify areas for improvement.
8. Multi-channel support
Users can reach out through email, chat, phone, or a web portal, and all those requests feed into the same system. It ensures no message gets lost regardless of the channel.
9. Integration with other IT tools
Ticketing systems often integrate with tools like monitoring or asset management platforms. That means alerts can automatically generate tickets, helping your team respond quickly to technical issues.
Desk365 – The Best IT Ticketing System for 2025
Desk365 stands out as one of the best IT ticketing systems for 2025, offering a powerful yet easy-to-use platform designed to streamline IT support operations.
It provides omni-channel ticketing, allowing users to raise requests via email, web portal, or directly within Microsoft Teams — making it ideal for internal IT helpdesks.
The system consolidates all tickets in a unified inbox, ensuring no request is missed, while automation rules and SLA management help IT teams stay efficient and compliant.
Desk365 also integrates seamlessly with Microsoft 365 and other tools through APIs and webhooks, enhancing workflow connectivity. Its built-in knowledge base and self-service options empower employees to resolve issues quickly without IT intervention.
With customizable ticket forms, automation workflows, and affordable, transparent pricing, Desk365 delivers enterprise-grade functionality without the complexity or high cost, making it a top choice for modern IT service management in 2025.
Try Desk365 free for 21 days or book a demo today to experience how it can transform your IT support!
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