15 Best IT Ticketing Systems

Suvedha Balasubramanian
-
Updated on : November 6, 2026 November 3, 2025

Summarize this post with:

ChatGPT Claude Perplexity Grok Google AI overview

TL;DR

Desk365: Best for IT teams using Microsoft 365 and Microsoft Teams for centralized internal IT support.
Freshservice: Best for organizations looking for user-friendly ITSM workflows, automation, and IT asset management.
Jira Service Management: Best for IT teams working within the Atlassian ecosystem and collaborating with software development teams.
ManageEngine ServiceDesk Plus: Best for IT teams managing service requests, IT assets, and service management workflows.
ServiceNow ITSM: Best for large enterprises with complex IT service management requirements and cross-department workflows.
SysAid: Best for IT teams looking to combine helpdesk ticketing, IT asset management, and workflow automation.
SolarWinds Service Desk: Best for IT teams managing incidents, service requests, and IT assets through a centralized platform.
HaloITSM: Best for organizations that need configurable ITSM workflows and service management across departments.
GLPI: Best for IT teams looking for open-source IT service management and asset tracking capabilities.
Zammad: Best for support teams looking for open-source, multichannel ticket management.
osTicket: Best for small IT teams looking for basic, self-hosted ticket management without recurring licensing costs.
InvGate Service Management: Best for organizations looking for streamlined service management workflows and IT support operations.
TOPdesk: Best for organizations managing service requests across IT and other business departments.
BMC Helix ITSM: Best for large enterprises looking for comprehensive IT service management and workflow automation.
Ivanti Neurons for ITSM: Best for organizations requiring configurable ITSM workflows and integrated IT service management capabilities.

IT teams rarely deal with just one type of support request. A password reset might arrive through email, a laptop issue through Microsoft Teams, and a critical outage through a phone call. When these requests aren’t tracked in one place, assigning ownership, prioritizing issues, and meeting service-level agreements (SLAs) becomes difficult.

An IT ticketing system brings these requests into a centralized workspace. It helps support teams organize incidents, automate repetitive tasks, track performance, and resolve issues without losing sight of incoming requests.

But not every tool offers the same capabilities. Some focus on straightforward ticket management, while others provide a broader IT service management (ITSM) suite with asset tracking, change management, and workflow automation.

To help you compare your options, here’s a look at 15 IT ticketing systems, including their features, pricing, advantages, limitations, and suitability for different IT teams.

How we evaluated the best IT ticketing systems

We compared these IT ticketing platforms based on the capabilities that influence everyday support operations, implementation effort, and long-term value.

Our evaluation focused on the following areas:

Ticket management: How well does each platform handle ticket creation, categorization, prioritization, assignment, escalation, and resolution?

Automation and workflows: Does it support automation rules, approval workflows, SLA management, and other capabilities that reduce repetitive work?

Integrations: Can it connect with Microsoft Teams, collaboration tools, asset management platforms, and other business applications?

Reporting and analytics: Does it help teams monitor ticket volume, response times, resolution times, SLA performance, and agent productivity?

Pricing and scalability: Are the available plans transparent? Does the platform offer free options, and can it accommodate different team sizes?

User feedback: What do customers say about usability, implementation, customer support, and product limitations?

We also considered publicly available vendor information, pricing details, independent review platforms, and discussions from IT professionals.

Features and pricing can vary by subscription plan, region, and billing cycle. Check the vendors’ latest pricing pages before making a purchase decision.

Why you can trust our reviews

We read each tool’s current pricing page directly, not a cached version or a sales rep’s pitch, and cross-checked the agent caps and feature cutoffs against independent reviews and real user reports on G2 and Reddit. Where a free plan had changed in the last year, we called it out by name instead of quietly updating the number and moving on.

That last part matters more than it sounds. A tool that was free for ten agents two years ago and is free for two agents today is not the same recommendation, even if the name on the page has not changed. Read our review methodology here.

15 best IT ticketing systems compared

Choosing an IT ticketing system isn’t just about finding a platform with the most features. The right option should fit your existing technology stack, support requirements, team size, and budget.

Here’s a quick comparison of the 15 platforms covered in this article.

IT ticketing system	Best for	Starting price
Desk365	Microsoft 365 and Teams environments	$12/agent/month
Freshservice	User-friendly ITSM	$19/agent/month
Jira Service Management	Atlassian environments	Free for up to 3 agents
ManageEngine ServiceDesk Plus	Ticketing and asset management	$10/technician/month (Cloud)
ServiceNow ITSM	Large enterprises	Custom pricing
SysAid	ITSM and automation	$89/agent/month
SolarWinds Service Desk	Incident and asset management	$39/technician/month
HaloITSM	Configurable ITSM workflows	G2-listed starting price of £40/month
GLPI	Open-source ITSM and asset management	Free Community Edition
Zammad	Open-source multichannel ticketing	Free self-hosted edition
osTicket	Basic open-source ticket management	Free self-hosted edition
InvGate Service Management	Streamlined service workflows	$17/agent/month
TOPdesk	Cross-department service management	Custom pricing
BMC Helix ITSM	Enterprise ITSM	Custom pricing
Ivanti Neurons for ITSM	Configurable ITSM workflows	Custom pricing

1. Desk365: Best for IT teams using Microsoft 365 and Microsoft Teams

4.9/5

Why Desk365 leads this list

Desk365 is an IT help desk solution designed for organizations that use Microsoft 365. It brings support requests into a centralized workspace and offers native Microsoft Teams integration, allowing employees and IT agents to manage tickets without constantly switching between applications.

Why consider Desk365?

Desk365 is built around the Microsoft ecosystem. Its integration with Microsoft Teams helps employees raise support requests and track their progress within a familiar collaboration platform.

IT teams can also manage tickets, configure automation rules, monitor SLAs, maintain a knowledge base, and track IT assets. These capabilities make it a practical option for organizations that want to manage daily IT support operations without adopting a complex enterprise ITSM platform.

Desk365 key features

Ticket management and centralized support workflows

Native Microsoft Teams integration

Workflow automation and SLA management

IT asset and software management

Knowledge base and self-service capabilities

Reporting and analytics

Microsoft 365 integrations

Pros

Native Microsoft Teams integration lets users and agents raise and handle tickets without leaving Teams (G2 review)
Easy to set up and use, and support resolves issues quickly (G2 review)
Simple to roll out across many departments, even for staff with mixed technical skills (G2 review)

Cons

Advanced automation workflows have a learning curve, and the knowledge base has limited layout options (G2 review)

Desk365 pricing

Free: up to 50 tickets a month, no end date
Standard: $12/agent/month
Plus: $22/agent/month
Premium: $32/agent/month
AI Agent credits: $50 per 1,000
A 21-day free trial is available, and no credit card is needed. Pricing page
START YOUR FREE TRIAL · REQUEST DEMO

2. Freshservice: Best for user-friendly IT service management

4.6/5

4.5/5

Freshservice is an IT service management platform from Freshworks. It helps IT teams manage incidents, service requests, changes, and IT assets through structured workflows, automation, and reporting capabilities.

Why consider Freshservice?

Freshservice brings several ITSM processes together in one platform. Teams can manage incidents, create service catalogs, track IT assets, and automate repetitive service desk activities.

Its interface and workflow capabilities make it a suitable option for organizations looking to introduce structured IT service management processes.

Freshservice key features

Incident and problem management

Service catalog

SLA management

IT asset management

Change management

Workflow automation

Reporting and analytics

Pros

Tickets, assets, changes and the CMDB sit in one place, with automation that saves time (G2 review)
A simple, intuitive interface and app store integrations make adoption smooth (G2 review)
Admins can customize ticket submission and automate tasks and events (G2 review)

Cons

Freddy AI can miss what a request is about and sometimes gives misleading answers (G2 review)
The mobile app lacks settings to filter notifications and cut noise (G2 review)
Attachment size limits and limited custom reporting frustrate some teams (G2 review)

Freshservice pricing

Starter: $19/agent/month

Growth: $49/agent/month

Pro: $99/agent/month

Enterprise: Custom pricing

Prices are billed annually, with monthly billing also available. A 14-day free trial is offered. Freddy AI Copilot costs an additional $29/agent/month on eligible plans.

3. Jira Service Management: Best for IT teams using Atlassian tools

4.3/5

4.5/5

Jira Service Management is an IT service management platform from Atlassian. It connects IT support with software development workflows, helping teams manage service requests, incidents, and changes while collaborating with developers through the Atlassian ecosystem.

Why consider Jira Service Management?

Jira Service Management is particularly relevant for organizations already using Jira and Confluence. Its integration with Atlassian products helps IT and development teams coordinate incident response, track service requests, and manage changes.

Teams can also configure workflows and automate routine service desk activities based on their requirements.

Jira Service Management key features

Request and incident management

Problem and change management

Automation and customizable workflows

Knowledge management

Asset management

Integrations with Atlassian products

Pros

A simple request portal lets employees pick a request type and track status easily (G2 review)
One place to submit, prioritize, assign and track requests across multiple teams (G2 review)
A strong UI, solid Slack integration and helpful Rovo AI (G2 review)

Cons

Settings and menus can be confusing, and customizing fields or permissions takes too many clicks (G2 review)
It is an expensive tool (G2 review)
Reporting and dashboards could be more flexible, and advanced features take time to configure (G2 review)

Jira Service Management pricing

Free: $0 (up to 3 agents).
Standard: $20/agent/month.
Premium: $51.42/agent/month.
Enterprise: Custom pricing.

4. ManageEngine ServiceDesk Plus: Best for ticketing and IT asset management

4.2/5

4.4/5

ManageEngine ServiceDesk Plus combines help desk ticketing with IT service management and asset management capabilities. It helps organizations manage incidents, service requests, and IT resources within one platform.

Why consider ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus is relevant for IT teams that need more than basic ticket tracking. It brings ticket management, asset inventory, change management, and service workflows together.

Another consideration is its cloud and on-premises deployment options, allowing organizations to choose an environment that fits their infrastructure requirements.

ManageEngine ServiceDesk Plus key features

Incident and problem management

Service catalog

Hardware and software asset tracking

Change management

SLA management

Workflow automation

Reporting and analytics

Pros

Broad ITSM coverage, including ticketing, SLA tracking, workflow automation and reporting (G2 review)
Custom workflows make it easy to automate business operations (G2 review)
Ticket automation and escalation cut manual effort, and it integrates with other ManageEngine tools (G2 review)

Cons

New features and customer-specific requests arrive more slowly than with competitors (G2 review)
The portal can be slow on hosted plans (G2 review)
The sheer number of toggles and settings can overwhelm new users (G2 review)

ManageEngine ServiceDesk Plus pricing

ManageEngine ServiceDesk Plus offers three cloud editions, with pricing based on the number of technicians:

Standard: Starts at $13/technician/month

Professional: Starts at $27/technician/month

Enterprise: Starts at $67/technician/month

ManageEngine offers a free Standard edition for up to five technicians. This free allowance is limited to one ServiceDesk Plus instance. Teams can use the free edition without a subscription fee, although an optional annual maintenance service is available for $35 per technician.

5. ServiceNow ITSM: Best for large enterprises with complex IT workflows

4.5/5

ServiceNow IT Service Management (ITSM) is an enterprise platform designed to help organizations manage incidents, problems, service requests, changes, and IT workflows. It provides extensive service management capabilities for businesses looking to standardize IT operations across complex environments.

Why consider ServiceNow ITSM?

ServiceNow offers a broad range of ITSM capabilities within one platform. Organizations can manage IT incidents, track service requests, maintain configuration records, and automate workflows across different operational processes.

Its extensive customization and workflow capabilities make it relevant for large enterprises with established IT service management requirements.

ServiceNow ITSM key features

Incident and problem management

Change and request management

IT asset management

Configuration management database (CMDB)

Workflow automation

Service catalog

Analytics and reporting

Pros

Incidents, requests, changes and approvals come together on a single platform (G2 review)
Workflow automation, SLA tracking and flexible customization (G2 review)
APIs make it easy to connect other applications and automate ticket work (G2 review)

Cons

Licensing costs keep rising, and support covers only out-of-the-box functionality (G2 review)
Too many fields, options and screens make even simple tasks feel overwhelming (G2 review)
The interface can feel complex, and performance can be slow in places (G2 review)

ServiceNow ITSM pricing

ITSM Foundation: Custom pricing

ITSM Advanced: Custom pricing

ITSM Prime: Custom pricing

Contact ServiceNow for a quote based on organizational requirements, users, and selected capabilities.

6. SysAid: Best for IT teams seeking automation and service management

4.5/5

SysAid is an IT service management platform that combines help desk ticketing, workflow automation, and IT asset management. It helps IT teams manage incidents, service requests, changes, and other support operations through a centralized service desk.

Why consider SysAid?

SysAid brings ticketing, asset management, and service management workflows together. IT teams can manage incidents, track IT resources, configure SLAs, and automate repetitive support activities.

The platform also includes Microsoft Teams integration and AI capabilities, making it an option for organizations looking to combine service desk operations with additional automation tools.

SysAid key features

Incident and problem management

Change and request management

IT asset management

Configuration management database (CMDB)

Workflow automation

SLA management

Reporting and Microsoft Teams integration

Pros

The Microsoft Teams bot lets users track the ticket lifecycle from a familiar workspace (G2 review)
Cost effective compared with most ITSM tools, with useful BI analytics (G2 review)
Easy customization of ticket routing, escalation rules and templates (G2 review)

Cons

Limited options to disable features users do not need, and some find the chat confusing (G2 review)
Internal reports are basic compared with the rest of the tool (G2 review)
Customization can break the page flow and take extra work to fix (G2 review)

SysAid pricing

Professional: $89/agent/month

Enterprise: Custom pricing (minimum 20 agents)

Both plans include AI capabilities. Contact SysAid for a customized quote. A free trial is available.

7. SolarWinds Service Desk: Best for IT support, incident management, and asset tracking

4.3/5

4.6/5

SolarWinds Service Desk is a cloud-based IT service management platform that helps organizations handle incidents, service requests, and IT assets. It provides tools for organizing support operations and monitoring service performance.

Why consider SolarWinds Service Desk?

SolarWinds Service Desk combines ticket management with broader ITSM capabilities. IT teams can track incidents, manage service requests, monitor SLAs, and maintain visibility into their IT assets.

Its reporting and asset management features can also help teams understand support activity and manage IT resources more effectively.

SolarWinds Service Desk key features

Incident and problem management

Service catalog

IT asset management

Change management

SLA management

Configuration management database (CMDB)

Workflow automation and reporting

Pros

An intuitive interface makes team adoption easier than with many ITSM tools (G2 review)
Ticketing and asset management live together, so incidents tie straight to the affected asset (G2 review)
Simple to use and standardizes ITSM processes, with approval steps and CMDB integration (G2 review)

Cons

Limited customization and integrations, plus less flexible reporting (G2 review)
Few third-party integrations leave some systems disconnected (G2 review)
The mobile app covers the basics but lacks desktop detail (G2 review)

SolarWinds Service Desk pricing

Essentials: $39/technician/month

Advanced: $99/technician/month

Premier: $124/technician/month

All plans are billed annually and support unlimited requesters. IT asset pricing is additional and available on request. A 30-day free trial is available.

8. HaloITSM: Best for configurable IT service management workflows

4.8/5

4.7/5

HaloITSM is an IT service management platform that helps organizations manage incidents, service requests, problems, and changes. It provides configurable workflows, automation, and service management tools for IT teams with different operational requirements.

Why consider HaloITSM?

HaloITSM offers flexibility for organizations that want to configure service management processes around their existing workflows. Its capabilities extend beyond ticket management to include asset tracking, service catalogs, knowledge management, and reporting.

This makes it relevant for organizations looking to extend service management across multiple departments.

HaloITSM key features

Incident and problem management

Change management

Service catalog

Asset management and CMDB

Workflow automation

Self-service portal

Reporting

Pros

Powerful yet easy for both technicians and end users to navigate (G2 review)
Sleek, fast and constantly evolving, with responsive technical support (G2 review)
Customers can work directly with Halo developers on core functionality (G2 review)

Cons

Steep learning curve, and advanced custom reports can require SQL knowledge (G2 review)
Writing up a ticket can feel long winded and keeps opening new tabs (G2 review)
Features can be hard to locate, and there are not enough video tutorials (G2 review)

HaloITSM pricing

HaloITSM follows a single-price licensing model, with all features, modules, and integrations included in one subscription. It does not offer separate feature-based pricing tiers. The UK pricing starts at £69 per agent per month, billed annually. The price varies depending on the number of agents and the selected licence type

9. GLPI: Best for open-source IT service and asset management

4.5/5

GLPI is an open-source IT service management and asset management platform. It helps organizations manage support tickets, hardware inventory, software licenses, and other IT resources.

The platform offers self-hosted and cloud-based deployment options, giving IT teams flexibility in managing their infrastructure.

Why consider GLPI?

GLPI combines help desk ticketing with IT asset management. Teams can track hardware and software resources, manage support requests, and maintain visibility into their IT infrastructure.
Its open-source Community Edition is also relevant for organizations that prefer greater control over deployment and configuration.

GLPI key features

Help desk ticketing

Hardware and software inventory

Asset lifecycle management

Configuration management database (CMDB)

Knowledge base

SLA management

Change management and reporting

Pros

Assets, tickets and changes are tracked clearly in one place (G2 review)
Easy to use, clear and open source, which suits support teams well (G2 review)
Easy to implement with rich features, plus Telegram bot and email login integration (G2 review)

Cons

Integration features are weak, and plugins sometimes break between versions (G2 review)
Reporting, analysis, auditing and export functions need improvement (G2 review)
Automated access and connections are complicated to set up (G2 review)

GLPI pricing

Basic: €100/month.
Standard: €300/month.
Advanced: €1,000/month.
Enterprise: €4,500/month.

10. Zammad: Best for teams seeking flexible, multichannel ticketing

4.5/5

4.6/5

Zammad is an open-source ticketing and customer support platform that brings requests from multiple communication channels into one workspace. It helps teams manage conversations, automate ticket workflows, and provide support through email, web forms, and other channels.

It offers both self-hosted and hosted deployment options.

Why consider Zammad?

Zammad is designed for teams that want to consolidate support conversations without relying on separate systems for different communication channels.

Its ticket management, automation, and knowledge base capabilities help support teams organize incoming requests and maintain consistent workflows.

Zammad key features

Ticket management

Email and web form integration

Chat

Workflow automation

Knowledge base

SLA management

Reporting and customizable workflows

Pros

Open source, free to use for as many businesses and accounts as needed, with regular updates (G2 review)
Handles requests across email, web forms, chat, Facebook, Twitter and Telegram (G2 review)
A clean interface that is easy to use straight away (G2 review)

Cons

Less polished than products like Zendesk, with some expected features missing or half-done (G2 review)
Agents cannot see what customers see, and Google Docs and Sites integration is limited (G2 review)
The mail module could be improved (G2 review)

Zammad pricing

Starter: €7/agent/month (maximum 5 agents).
Professional: €16/agent/month (maximum 35 agents).
Plus: €25/agent/month (unlimited agents)

11. osTicket: Best for basic, open-source ticket management

4.4/5

4.3/5

osTicket is an open-source help desk ticketing system that helps organizations collect, organize, assign, and respond to support requests. It offers straightforward ticket management and can be self-hosted, making it suitable for teams that want greater control over their support infrastructure.

Why consider osTicket?

osTicket focuses on the essential functions of ticket management. Support teams can create and assign tickets, organize incoming requests, configure custom forms, and manage SLAs.

Its open-source model is particularly relevant for small IT teams that want basic help desk functionality without recurring software licensing costs.

osTicket key features

Ticket creation and assignment

Email integration

Ticket filters

Custom forms

SLA management

Automated routing

Customer portal

Pros

Free and open source, and it installs straight from cPanel (G2 review)
Easy to filter tickets and assign them to different teams or agents (G2 review)
Simple PHP code, active development on GitHub and helpful support forums (G2 review)

Cons

The UI feels dated, and finding a ticket without its number is difficult (G2 review)
It runs on an older PHP framework, so it can feel slow and outdated (G2 review)
Limited CSS and customization options, so layout changes may require editing PHP (G2 review)

osTicket pricing

Open-source edition: Free to download and self-host.

Hosted plans: Paid hosting and support options are available through osTicket service providers. Contact the provider for pricing.

12. InvGate Service Management: Best for streamlined IT service workflows

4.6/5

InvGate Service Management is an IT service management platform that helps organizations manage incidents, service requests, and internal support workflows. It provides configurable ticketing, automation, and self-service capabilities to help IT teams standardize service delivery.

Why consider InvGate Service Management?

InvGate Service Management focuses on organizing internal service workflows. Teams can manage incidents and service requests, configure service catalogs, and automate repetitive activities.

Its self-service and knowledge management capabilities can also help employees find information and submit requests without relying entirely on direct agent assistance.

InvGate Service Management key features

Incident management

Service request management

Service catalog

Workflow automation

Knowledge management

Self-service portal

SLA management and reporting

Pros

Easy to implement and configure, with a user-friendly interface that supports quick adoption ( G2 review).
Flexible workflows that help IT teams and other departments manage service requests through a centralized platform (G2 review).
Ticket management and automation features help organize support requests, prioritize issues, and track resolutions (G2 review)

Cons

Some functions are difficult to set up, which makes training harder (G2 review)
No mobile app on the Play Store or App Store, and no built-in remote control tools (G2 review)
Customization is limited compared with other solutions (G2 review)

InvGate Service Management pricing

Starter: $24.98/agent/month, billed annually (minimum 5 agents; $1,499/year).
Pro: $500/agent/year (5–50 agents; $2,500/year minimum).
Enterprise: Custom pricing, starting at $12,000/year.

InvGate also offers a 30-day free trial for teams that want to explore the platform before purchasing.

13. TOPdesk: Best for service management across IT and other departments

4.1/5

4.4/5

TOPdesk is a service management platform that helps organizations manage IT support requests and coordinate services across departments. It supports structured incident handling, service catalogs, knowledge sharing, and asset management.

This makes it relevant for organizations looking to extend service management beyond IT.

Why consider TOPdesk?

TOPdesk supports organizations that want to bring multiple internal service functions into one platform. IT teams can manage incidents and service requests, while other departments can use structured workflows to coordinate their own support activities.

Its service catalog and knowledge management capabilities also help standardize how employees request and receive assistance.

TOPdesk key features

Incident management

Change management

Service catalog

Knowledge management

Asset management

Self-service portal

Workflow automation and reporting

Pros

Useful report generation and auto-population features (G2 review)
User friendly, easy to integrate across domains, with support that is always available (G2 review)
Straightforward configuration and layout compared with many ticketing systems (G2 review)

Cons

Ticketing needs many clicks before a message actually gets sent (G2 review)
Reporting is not easy and customizing is complicated (G2 review)
Tickets cannot be linked as parent and child or merged (G2 review)

TOPdesk pricing

TOPdesk offers custom, quote-based pricing. Contact the vendor for a quote based on the selected package, number of agents, and organizational requirements.

14. BMC Helix ITSM: Best for enterprises with complex service management needs

3.7/5

4.1/5

BMC Helix ITSM is an enterprise IT service management platform that helps organizations manage incidents, problems, changes, and service requests. It supports complex IT operations through configurable workflows, service configuration management, and automation capabilities.

Why consider BMC Helix ITSM?

BMC Helix ITSM is designed for organizations with established service management processes and complex operational requirements.

Its range of ITSM capabilities helps enterprises coordinate service delivery, manage configuration records, and standardize workflows across their IT environments.

BMC Helix ITSM key features

Incident and problem management

Change management

Service request management

Configuration management database (CMDB)

Workflow automation

Knowledge management

Service catalog and reporting

Pros

Incidents, service requests and change management in one place (G2 review)
Strong automation and a centralized platform for IT service processes (G2 review)
A good balance of flexibility and enterprise-grade functionality (G2 review)

Cons

The interface feels dated, and reporting and dashboard customization could be better (G2 review)
A steep learning curve makes onboarding new team members slow (G2 review)
Configuration options feel complex, and some workflows take many steps to set up (G2 review)

BMC Helix ITSM pricing

BMC Helix ITSM offers custom pricing. Contact BMC for a quote based on deployment requirements, licensing, and selected capabilities.

15. Ivanti Neurons for ITSM: Best for organizations seeking integrated ITSM and automation

4.0/5

3.9/5

Ivanti Neurons for ITSM is an IT service management platform that helps organizations manage incidents, service requests, changes, and IT workflows. It offers configurable service management processes, automation, and integrations to support evolving IT operations.

Why consider Ivanti Neurons for ITSM?

Ivanti Neurons for ITSM provides a range of capabilities for organizations looking to manage IT services through structured workflows.

Its incident, change, and service request management features help teams standardize support operations, while automation and integrations support more connected IT management processes.

Ivanti Neurons for ITSM key features

Incident management

Problem management

Change management

Service request management

Service catalog

Workflow automation

Configuration management database (CMDB)

Knowledge management and reporting

Pros

Flexible workflow automation that removes repetitive manual work (G2 review)
A customizable workflow engine and business objects for building almost any approval path (G2 review)
Strong automation and AI that routes tickets and generates knowledge articles (G2 review)

Cons

Initial setup is painful, with weeks spent mapping workflows and business rules (G2 review)
Some configurations need a solid grasp of Ivanti’s data structure and business objects (G2 review)
Some features and settings take time to learn, especially for new users (G2 review)

Ivanti Neurons for ITSM pricing

Ivanti offers custom pricing. Contact the vendor for a quote based on the number of users, deployment requirements, and selected capabilities.

What do IT professionals say about IT ticketing systems?

An IT ticketing system should do more than record support requests. It should help teams manage daily workloads, automate repetitive tasks, and give administrators enough flexibility to adapt workflows as support requirements change. User reviews highlight a few important considerations when evaluating these platforms.

Ease of use and administrative effort

Ease of use plays an important role in how quickly IT teams can adopt a ticketing system. Reviewers on G2’s ITSM software category page frequently appreciate platforms with intuitive interfaces and straightforward ticket management. Freshservice, for example, receives positive feedback for its user-friendly interface and ease of handling support requests.

However, a platform’s complexity can become a challenge as teams introduce more advanced configurations. In G2 reviews of ServiceNow ITSM, users point to its steep learning curve, configuration requirements, and the need for specialist expertise to manage more complex customizations.

These experiences highlight why teams should evaluate more than the initial user interface. They should also consider how much effort is required to configure workflows, onboard agents, and maintain the system over time.

Automation and workflow flexibility

Automation is another feature IT professionals value when choosing a ticketing system. It helps reduce manual ticket assignment, repetitive follow-ups, and routine service tasks.

In Capterra’s Freshservice reviews, users highlight automated workflows, ticket routing, SLA management, and integrations as useful capabilities for improving everyday IT operations. Gartner Peer Insights reviewers also describe how Freshservice’s workflow automation and integrations help reduce manual effort and support more complex processes.

However, automation needs to be flexible enough to support the team’s actual processes. Some reviewers on Gartner Peer Insights mention limitations in configuring certain workflows and having to use workarounds to achieve specific requirements.

For IT teams, the takeaway is to check whether automation rules can accommodate their approval processes, escalation paths, ticket assignments, and integrations without creating unnecessary administrative work.

Pricing and feature trade-offs

The cost of an IT ticketing system is not always determined by its starting subscription price. Teams also need to consider which features are included in each plan and whether additional capabilities require a higher subscription.

This trade-off appears in Capterra’s Freshservice reviews. While users appreciate its ticketing, automation, and asset management capabilities, some reviewers point out that advanced automation, asset management, and reporting options may require higher-priced plans. Costs can also increase as the number of agents grows.

Similarly, G2’s ServiceNow ITSM reviews identify licensing and implementation costs as concerns, particularly for organizations that need extensive customization or dedicated technical expertise.

Before choosing a platform, IT teams should compare the features available at each pricing tier, agent licensing requirements, implementation expenses, integration costs, and the level of support included. This gives them a clearer picture of the total cost of ownership rather than relying only on the advertised starting price.

Which IT ticketing system is best for your team?

The best IT ticketing system depends on your team’s support requirements, existing technology stack, budget, and the level of IT service management you need.

Here’s a breakdown of platforms worth considering for different IT environments.

Best for small IT teams

Small IT teams often need straightforward ticket management without the cost and administrative effort of a complex ITSM platform.

osTicket is worth considering for its free, open-source ticketing capabilities. Desk365 also offers a free plan for teams handling up to 50 tickets per month. Teams looking for additional ITSM capabilities can evaluate Freshservice.

Best for Microsoft 365 environments

For organizations that rely on Microsoft 365, Desk365 is a relevant choice because of its native Microsoft Teams integration and centralized ticket management.

It also offers workflow automation, SLA management, and integrations with Microsoft services, helping IT teams manage support requests within their existing Microsoft environment.

Best for enterprise ITSM

Large organizations with complex service workflows may need more than basic ticket management.

ServiceNow ITSM, BMC Helix ITSM, and Ivanti Neurons for ITSM offer broader enterprise service management capabilities, including incident, problem, and change management.

These platforms are worth evaluating when organizations have the resources to manage enterprise-level implementation and administration.

Best for open-source ticketing

Organizations that prefer control over deployment and software licensing can consider open-source platforms.

GLPI combines ticketing with IT asset management, Zammad supports multichannel ticket management, and osTicket focuses on essential help desk functionality.

The right choice depends on whether the team needs asset tracking, multichannel support, or basic ticket handling.

Best for managed service providers

Managed service providers (MSPs) need ticketing systems that can support multiple clients, separate customer data, and manage service requests across different environments.

HaloITSM, ManageEngine ServiceDesk Plus, and InvGate Service Management are worth evaluating for their configurable service management workflows.

Before choosing, verify their multi-client management capabilities, access controls, and licensing requirements to ensure they meet your MSP operations.

Ultimately, the right choice comes down to your team’s workflows, budget, and technical requirements. Compare the features included in each plan, check integration and scalability requirements, and use free trials or product demos wherever available. This will help you choose a platform that supports your current IT operations without adding unnecessary complexity or costs.

Frequently asked questions

What is an IT ticketing system?

An IT ticketing system is software that helps IT teams record, organize, assign, prioritize, and resolve technical support requests. Each request is converted into a ticket that can be tracked throughout its lifecycle, from creation to resolution.

What features should an IT ticketing system have?

An IT ticketing system should offer ticket management, automated assignment, SLA tracking, workflow automation, reporting, and integrations with commonly used business applications. Depending on the organization’s requirements, asset management, change management, and a knowledge base may also be important.

Are there free IT ticketing systems?

Yes. osTicket and GLPI offer free open-source editions that organizations can download and self-host. Zammad also provides a free self-hosted Community Edition. Desk365 offers a free plan for up to 50 tickets per month.

What is the difference between IT ticketing and ITSM software?

IT ticketing software primarily focuses on recording, assigning, tracking, and resolving support requests. IT service management (ITSM) software covers broader service delivery processes, including incident management, problem management, change management, asset management, and service catalogs.

Which IT ticketing system is best for Microsoft Teams?

Desk365 is a relevant option for organizations that want native Microsoft Teams integration. It allows employees and IT teams to manage support requests within the Microsoft Teams environment while also providing ticket management, automation, and SLA capabilities.