What is a help desk ticketing system and how does it work?
In customer support, a ticketing system acts as the central pillar that organizes and streamlines every interaction, ensuring that no query is left unanswered.
When customers reach out with their questions or concerns, their communication is transformed into a ‘ticket’—a comprehensive record that captures every detail, making it trackable, customizable, and reviewable.
This system amalgamates all channels of communication, including phone calls, emails, messaging, and social media, into a unified dashboard, simplifying ticket management.
The strength of a ticketing system is in its prevention of lost conversations, delayed responses, and declining customer satisfaction. It efficiently captures every inquiry, assigns tickets to the right agents, organizes them for clarity, and prioritizes for quick resolution.
Why does your organization need a ticketing management system?
Managing customer support can be challenging for organizations, especially as they grow. Without the right tools, keeping track of all the inquiries, requests, and issues can be difficult.
This is where ticketing tools come in, providing a much-needed solution for businesses.
These tools help organize each customer request into a clear and manageable ticket. This organization prevents important requests from being overlooked and ensures that no two agents are working on the same issue at the same time.
By efficiently prioritizing and assigning tickets, support teams can respond to customers more quickly and effectively, leading to happier customers.
Additionally, ticketing tools keep a detailed record of all interactions, which is very useful for solving future issues and understanding a customer’s history with the company.
They also offer valuable insights through analytics, allowing organizations to identify trends, evaluate their support team’s performance, and find areas for improvement.
Comparison chart of the top help desk ticketing system
Our top help desk ticketing system comparison chart highlights the best options with features for efficient customer service management, helping you choose the right one for your business needs.
Software
Price
Free trial
Key Features
Desk365
All features for just $10 /agent/month
21 days
- Shared Inbox
- Ticket Tracking and Escalation
- Collaborating on Tickets
- Automation Capabilities
- Collision Detection
- Reporting and Analytics
- CSAT Surveys
- Email Templates
- Knowledge Base Integration
- SLA Management
Help Scout
Starts at $20 - $65 /agent/month
14 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
Freshdesk
Starts at $15- $65 /user/month
21 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
JitBit
Starts at $29 - $249 /agent/month
14 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
Zendesk
Pricing scales from $55 to $115/agent/month
14 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
AzureDesk
Starts at $50 /agent /month
14 days
- Automation Capabilities
- Reporting and Analytics
- Live chat
- Ticketing
- Social Media integration
- Knowledge Base Integration
- SLA Management
HubSpot Service Hub
Starts at $18 - $1200 /agent/month
unavailable
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
Zoho Desk
Starts at $20/agent/month
15 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
Kayako
Starts at $15 /agent /month
14 days
- Multi-Channel Support
- Unified Customer View
- Advanced Ticketing System
- Real-Time Chat
- Knowledge Base Integration
- SLA Management
LiveAgent
All features for just $9 - 69 /agent /month
14 days
- Automation Capabilities
- Reporting and Analytics
- Live chat
- Ticketing
- Social Media integration
- Knowledge Base Integration
- SLA Management
Hiver
Starts at $10 - $40 /user/month
14 days
- Multi-channel Engagement tooltip
- Email Management tooltip
- Team Collaboration tooltip
- Usage Limits tooltip
- iOS & Android Mobile Apps
- Onboarding Support
- 24x7 Chat & Email Support
Front
Starts at $59 - 229 /user/month
7 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
HappyFox
Starts at $20 extending to $65/agent/month
14 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
TeamSupport
Starts at $49/user/month
14 days
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
Spiceworks
Completely free to use
NA
- Ticketing
- Live chat
- Knowledge base
- Call center
- SLAs (Service Level Agreements)
- Reporting
- Automation
An overview of the top 15 best ticketing systems
Here is the list of the top 15 best help desk ticketing systems,
1. Desk365
Desk365 provides a powerful cloud-based ticketing system that is user-friendly and easy to implement. It offers a wide range of features, including ticket management, team collaboration tools, automation, SLA capabilities, and more. With Desk365, businesses can streamline their customer support operations, ensuring that each ticket receives prompt attention and resolution.
Shared inbox
One of the most prominent features of Desk365 is its shared inbox. With Desk365, you can have a shared inbox which allows multiple team members to access and manage customer emails from a unified centralized interface. It helps to ensure that no emails are missed or overlooked and that all customer enquiries are responded to in a timely manner. Furthermore, Desk365 offers omnichannel support, which seamlessly consolidates customer conversations from various channels into the shared inbox.
Ticket creation and assignment
With Desk365, you can easily delegate emails to specific individuals or teams, ensuring that customer enquiries are handled by the most appropriate person. When a customer submits an enquiry via email, Desk365’s email ticketing system automatically converts it into a ticket. The system captures essential details such as the customer’s contact information, issue description, and any relevant attachments. The ticket is then assigned to an appropriate support agent for resolution.
Ticket categorization and prioritization
Desk365 allows you to categorize tickets based on the nature of the enquiry or the product/service involved. This helps support teams to prioritize and allocate resources accordingly. By assigning different levels of priority, urgent issues can be addressed promptly, preventing any potential escalations. This helps to ensure that customer enquiries are handled in the most appropriate manner.
Ticket tracking and escalation
Desk365 allows support agents to track the progress of each ticket from submission to resolution. This ensures transparency and accountability throughout the support process. In cases where a ticket requires escalation to a higher-level support agent or supervisor, our system provides an easy mechanism for such escalations.
Collaborating on tickets
Collaboration is an important aspect of Desk365. It allows team members to work together on customer issues, discuss the issue using private notes and comments, and provide feedback. This helps to ensure that all team members are on the same page and that customer conversations are handled efficiently and effectively. This promotes knowledge sharing and enhances problem-solving capabilities.
Automation capabilities
Desk365’s automation feature allows teams to automate repetitive tasks such as assigning tickets, sending notifications, setting SLAs, and more. With helpdesk automation, teams can streamline their workflows, reduce manual effort, and ensure that customer support processes run smoothly and effectively.
Reporting and analytics
Desk365 offers reporting and analytics features that allow teams to track helpdesk metrics like response and resolution times, as well as customer satisfaction. This data helps identify areas for improvement and ensures efficient handling of customer inquiries. Managers can analyze ticket trends and satisfaction metrics to optimize support workflows and make data-driven decisions to enhance customer satisfaction
CSAT surveys
Desk365’s CSAT surveys are a valuable feature that allows teams to gather feedback from customers and measure their satisfaction levels. This helps to identify areas for improvement and ensure that customer needs are being met. With Desk365, you can easily create and send CSAT surveys to customers and track their responses in real-time.
Email templates
Desk365’s email templates are a useful feature that allows teams to create pre-written responses to common customer enquiries, saving time and increasing efficiency. With our canned responses feature, you can create and save templates for frequently asked questions, common issues, and more. This helps to ensure that responses are consistent and accurate, and that customers receive timely and helpful support.
Check out: 13 tips for writing customer service emails effectively.
Collision detection
Desk365’s collision detection features notifies team members when multiple people are working on the same ticket. This helps to prevent duplication of effort and ensure that customer enquiries are handled efficiently. With our collision alert feature, team members can avoid stepping on each other’s toes and work collaboratively to resolve customer issues.
Pricing:
Lowest Paid Plan: $10/agent/month
Highest Paid Plan: $10/agent/month
Free trial available.
Learn more about Desk365
2. Help Scout
Help Scout is a customer support platform that offers a streamlined approach to managing customer inquiries and requests. It is designed to provide a simple yet effective helpdesk solution for businesses of all sizes. Help Scout’s platform includes a shared inbox that allows teams to collaborate on resolving customer issues, ensuring that no query goes unanswered.
With features such as automated workflows, custom views, and tagging, Help Scout makes it easy to prioritize and categorize tickets for efficient handling.
One of the standout features of Help Scout is its knowledge base, which enables businesses to create a self-service resource for customers. This not only reduces the volume of incoming support requests but also empowers customers to find answers to their questions quickly.
Additionally, Help Scout offers a live chat tool, allowing businesses to engage with customers in real time and provide instant support.
Features:
- Customizable Workflows
- Customer Feedback Mechanisms
- Team Collaboration Features
- Rule-based Automation
- Response Templates
- Robust Analytics
- Live Chat
- Knowledge Base
- Ticket Routing, Tagging, and Prioritization
Pricing:
Lowest Paid Plan: $20/agent/month
Highest Paid Plan: $65/agent/month
3. Freshdesk
Freshdesk is a cloud-based customer support platform that streamlines managing customer inquiries and support tickets.
It offers a user-friendly interface with features like multi-channel support, automation, and self-service options, making it suitable for businesses of all sizes.
Freshdesk enables customers to reach out through various channels, including email, chat, phone, and social media. It also provides a customizable knowledge base and community forums for self-service support.
With advanced analytics and reporting, businesses can gain insights into support team performance and customer satisfaction, helping them improve their support services.
Features:
- Proactive Collision Avoidance
- Help Desk Performance Analytics
- Email-based Ticket Routing
- Mobile Applications
- Connect with 500+ Apps
Pricing:
Lowest Paid Plan: $15/agent/month
Highest Paid Plan: $79/agent/month
4. JitBit
JitBit incorporates features like live chat, knowledge bases, chatbots, and integrations. The platform’s interface revolves around a shared inbox and includes advanced reporting tools, ticket organization capabilities, and effective ticket filters.
JitBit facilitates efficient ticket management by enabling categorization, tagging, assignment, time tracking, and collision prevention for teams. Whether for service or help desks, it provides essential features such as shared inboxes, email assignments, collision detection, canned responses, tagging, reporting, and a knowledge base builder.
Features:
- Chatbots
- Shared Inbox
- Tagging of Tickets
- Assignment of Tickets
- Time Tracking for Tickets
- Canned Responses
- Knowledge Base Builder
- User-Friendly Interface
Pricing:
Lowest Paid Plan: $29/agent/month
Highest Paid Plan: $249/agent/month
5. Zendesk
Zendesk is a leading customer service platform that offers an omnichannel helpdesk solution for efficient management of customer interactions across various channels.
It features an intuitive interface, ticketing, automation, self-service options, and advanced analytics. Zendesk’s customizable knowledge base and AI-powered bots enable customers to find answers independently, reducing the need for direct support.
With its scalability, integration capabilities, and data-driven insights, Zendesk helps businesses of all sizes deliver exceptional customer service and foster long-term relationships.
Features:
- Email tracking
- Macros for tickets
- Email triggers
- Unified agent workspace
- Ticket routing/categorization/tagging
- Context panel intelligence
- API & integrations
- Unlimited email addresses
- Knowledge base
Pricing:
Lowest Paid Plan: $19/agent/month
Highest Paid Plan: $99/agent/month
6. AzureDesk
AzureDesk is a comprehensive helpdesk software designed to streamline customer support and service operations. It provides a user-friendly interface that enables businesses to manage tickets, track customer interactions, and resolve issues efficiently.
With features like automation, self-service portals, and integrations with popular tools, AzureDesk aims to enhance productivity and improve customer satisfaction. Its robust reporting and analytics capabilities help organizations gain insights into their support activities and make data-driven decisions.
Features:
- Ticket Management
- Automation and Workflow
- Self-Service Portal
- Knowledge Base
- Email Integration
- Live Chat Integration
- Social Media Integration
- Reporting and Analytics
Pricing:
Single Paid Plan: $50/agent/month
7. HubSpot Service Hub
HubSpot Service Hub is a comprehensive customer service platform that integrates with HubSpot’s CRM to provide personalized support. It features ticketing, live chat, a knowledge base, feedback surveys, and automation tools. Businesses can manage inquiries, track support metrics, and improve customer satisfaction efficiently. The platform’s integration with HubSpot tools streamlines customer support processes and enhances customer engagement.
Features:
- Integrated Ticketing System
- Collaboration Tools
- Prioritization Rules
- Ticket Tagging
- Customer Service Analytics
- Automated Ticket Routing
- Task Automation
Pricing:
Lowest Paid Plan: $30/month
Highest Paid Plan: $3600/month
8. Zoho Desk
Zoho Desk is a cloud-based customer service platform that offers a suite of tools to help businesses manage customer support efficiently. It features ticketing, automation, multi-channel support, and a self-service knowledge base. With Zoho Desk, teams can prioritize and organize tickets, automate repetitive tasks, and provide customers with quick and effective solutions. The platform also offers analytics and reporting capabilities to monitor performance and improve customer satisfaction.
Features:
- Shared Inbox Management
- Ticket Prioritization
- Progress Tracking
- Multichannel Conversations
- Workflow Builders
- Task Automation
- Custom Automatic Ticket Views
Pricing:
Lowest Paid Plan: $20/agent/month
Highest Paid Plan: $50/agent/month
9. Kayako
Kayako is a versatile helpdesk software that provides businesses with the tools they need to deliver exceptional customer support. It offers a unified platform for managing customer interactions across multiple channels, including email, live chat, social media, and phone. With features like a robust ticketing system, real-time chat, self-service knowledge base, and detailed reporting, Kayako enables companies to streamline their support processes and improve customer satisfaction
Features:
- Multi-Channel Support (Email, Live Chat, Social Media, Phone)
- Unified Customer View
- Advanced Ticketing System
- Real-Time Chat
- Self-Service Knowledge Base
- Automation and Workflows
- Customizable Interface and Branding
Pricing:
Lowest Paid Plan: $15/agent/month
Highest Paid Plan: $60/agent/month
10. LiveAgent
LiveAgent is a robust customer support platform that offers a comprehensive suite of tools to enhance the customer service experience.
It seamlessly integrates multiple communication channels, including email, live chat, social media, and phone, into a single, unified ticketing system. This allows support teams to manage all customer interactions from one central location, ensuring no query goes unnoticed.
One of the standout features of LiveAgent is its real-time live chat capability, which enables instant communication with customers.
This feature is complemented by a built-in call center solution that allows for efficient phone support directly from the platform. Social media integrations further extend the reach of customer support, enabling teams to respond to queries on platforms like Facebook, Twitter, and Instagram.
Key Features:
- Multichannel Support
- Real-Time Live Chat
- Built-in Call Center
- Social Media Integrations
- Advanced Ticketing System
- Automation and Rules
- Knowledge Base
Pricing:Lowest paid plan – $9/agent
Highest paid plan – $69/agent
11. Hiver
Hiver is a helpdesk solution designed to enhance customer support operations by leveraging the familiar environment of Gmail. It transforms Gmail into a powerful, collaborative helpdesk platform, allowing teams to manage customer emails directly from their inboxes.
Hiver offers features like shared inboxes, email tagging, and automated workflows to streamline ticket management and ensure timely responses. Additionally, it provides analytics to track key metrics such as response times and resolution rates, helping businesses improve their support efficiency.
With its seamless integration into Gmail, Hiver is an ideal choice for organizations looking to simplify their customer support processes without the need for a separate, standalone helpdesk system.
Features:
- SLAs (Service Level Agreements)
- 24/7 Chat and Email Support
- Shared Inboxes
- Unlimited Email Templates
- Shared Drafts
- Email Notes
- Easy-to-Analyze Reports
Pricing:
Lowest Paid Plan: $15/agent/month
Highest Paid Plan: $59/agent/month
12. Front
Front is a collaborative customer communication platform that transforms email into a powerful helpdesk tool for teams. It centralizes customer emails, social media messages, and other communication channels into a single shared inbox, enabling teams to manage and respond to customer inquiries collaboratively and efficiently.
Front’s key features include message assignments, internal discussions, automated workflows, and integration with various CRM and project management tools. This ensures a seamless and organized approach to customer support, helping businesses deliver personalized and timely responses. With Front, teams can streamline their communication processes, improve transparency, and enhance overall customer satisfaction.
Features:
- Shared Inbox
- Multichannel Support
- Effective Conversation Routing
- Collaboration on Tickets
- High-Priority Ticket Escalation
- Automation
- Reporting Dashboards
- Calendar Integration
Pricing:
Lowest Paid Plan: $19/agent/month
Highest Paid Plan: $229/agent/month
13. HappyFox
HappyFox is a user-friendly helpdesk software that enables businesses to streamline their customer support operations. It offers a comprehensive set of features, including ticket management, automation, multi-channel support, and a self-service knowledge base.
With HappyFox, teams can efficiently organize and prioritize support tickets, automate repetitive tasks, and provide support across various channels such as email, chat, and social media. The platform also offers robust reporting and analytics tools, allowing businesses to track performance metrics and gain insights into customer satisfaction. HappyFox’s focus on simplicity and efficiency makes it a popular choice for organizations looking to improve their support workflows and deliver exceptional customer service.
Features:
- Omnichannel support
- Ticket assignment
- Ticket categorization
- Knowledge base
- Chatbot support
- Knowledge base software
- Automation tools
- Reports
Pricing:
Lowest Paid Plan: $29/agent/month
Highest Paid Plan: $89/agent/month
14. TeamSupport
TeamSupport is a B2B customer support and helpdesk software designed to improve collaboration and communication among support teams and their clients. It offers a range of features, including ticket management, customer self-service, live chat, and advanced reporting.
With TeamSupport, businesses can efficiently manage customer inquiries, track interactions, and resolve issues promptly. The platform also emphasizes collaboration by allowing teams to share information, assign tasks, and work together seamlessly. TeamSupport’s focus on B2B support needs and its commitment to enhancing team collaboration make it a valuable tool for companies looking to strengthen their customer relationships and streamline their support processes.
Feature:
- Efficient Customer Inquiry Management
- Exceptional Support Capabilities
- Ticket Management
- Team Collaboration Tools
- Reporting Capabilities
- Progress Tracking
Pricing:
Lowest Paid Plan: $49/agent/month
Highest Paid Plan: $119/agent/month
15. Spiceworks
Spiceworks is a free ticketing system that is designed for small businesses. It offers a range of features, including ticket management, team collaboration tools, and automation capabilities.
Utilize Spiceworks Help Desk to incorporate the User Portal, enabling users to effortlessly submit new tickets and track the progress of existing ones without continual communication. The Knowledge Base serves as a repository for frequently asked questions, saving time for both users and support teams.
No need for concern when customer service agents are away from their desks—Spiceworks Help Desk mobile app provides real-time ticket updates and push notifications directly on your phone or tablet.
Features:
- Customization
- Collaboration
- Self-Service
- Automation
- Remote Support
Pricing:
Lowest Paid Plan: Free
Highest Paid Plan: Free
What are the key features of a ticketing system?
The key features of ticket management software are designed to help organizations manage customer support requests efficiently and effectively. Here are some of the main features:
1. Ticket Creation and Management
Allows customers and support agents to create tickets for each inquiry or issue. These tickets can be tracked, updated, and managed throughout their lifecycle.
2. Automated Ticket Routing
Automatically assigns tickets to the appropriate support agents or teams based on predefined criteria, such as issue type or customer priority.
3. Prioritization
Enables support teams to prioritize tickets based on urgency, impact, or other factors, ensuring that the most critical issues are addressed first.
4. Categorization and Tagging
Helps organize tickets into categories or tags for easier sorting and analysis. This can also aid in identifying common issues or trends.
5. Communication Tools
Provides a platform for communication between customers and support agents directly within the ticket. This can include email integration, chat features, and the ability to attach files or screenshots.
6. Knowledge Base Integration
Allows agents to access a repository of information and solutions to common problems, which can help resolve tickets more quickly.
7. Reporting and Analytics
Offers tools to generate reports and analyze data related to ticket volume, resolution times, agent performance, and customer satisfaction.
8. Customization and Scalability
This can be customized to fit the specific needs of an organization and scaled to accommodate growth in ticket volume or changes in support requirements.
9. Self-Service Options
Provides customers with the ability to find answers to their questions or resolve issues on their own through a self-service portal or knowledge base.
10. Integration with Other Tools
This can be integrated with other business systems, such as CRM software, to provide a more comprehensive view of customer interactions and history.
These features collectively help organizations deliver timely and effective customer support, improve the efficiency of their support teams, and gain insights into their support operations.
Read more – 14 Key Helpdesk software Features
What are the benefits of the ticketing system?
Ticketing systems offer several benefits that can significantly improve the way organizations handle customer support. Here are some key advantages:
- Enhanced Organization: By centralizing all customer inquiries into a single system, ticketing systems help keep everything organized and easily accessible. This reduces the chances of missing or overlooking requests.
- Improved Efficiency: Automated features like ticket routing and prioritization help ensure that issues are addressed promptly and by the right team members. This can lead to faster resolution times and more efficient use of resources.
- Better Tracking and Accountability: With a ticketing system, every interaction and step taken to resolve an issue is recorded. This provides a clear audit trail and helps hold support agents accountable for their responses.
- Increased Customer Satisfaction: Quick and effective resolution of issues leads to happier customers. In fact, according to a Zendesk study, 92% of customers feel satisfied when they receive a quick resolution to their support inquiries.
- Data-Driven Insights: Ticketing systems provide valuable data that can be analyzed to identify trends, measure performance, and make informed decisions. For example, understanding common issues can help organizations proactively address them.
- Cost Savings: By streamlining support processes and improving efficiency, ticketing systems can lead to cost savings for organizations.
How to choose the right helpdesk ticketing system?
Choosing the right ticketing software for your business is crucial for providing efficient and effective customer support. Here are some key factors to consider:
1. Understand Your Needs
Identify the specific requirements of your business and support team. Consider the volume of tickets, the complexity of support issues, and the channels through which customers reach out.
2. Look for Essential Features
Ensure the software has core features like ticket management, automation, multi-channel support, and reporting capabilities. These features are fundamental for streamlining your support process.
3. Consider Scalability
The software should be able to grow with your business. Look for a solution that can handle an increasing volume of tickets and support additional users as your team expands.
4. Evaluate Integration Capabilities
The ticketing software should integrate seamlessly with other tools you use, such as CRM systems, live chat, and email platforms. This ensures a cohesive workflow and a unified view of customer interactions.
5. Assess Ease of Use
The software should be user-friendly for both your support team and your customers. A steep learning curve can hinder productivity and lead to a poor user experience.
6. Check for Customization Options
The ability to customize the software according to your business needs, such as branding, ticket fields, and workflows, is essential for maintaining consistency and efficiency.
7. Prioritize Customer Support
Good customer support from the software provider is crucial, especially during the initial setup and for resolving any issues that may arise.
8. Consider Budget
Determine your budget and compare pricing plans of different ticketing software. Be mindful of hidden costs and ensure you’re getting value for your investment.
9. Read Reviews and Testimonials
Look for feedback from other businesses that have used the software. Their experiences can provide valuable insights into the software’s performance and reliability.
10. Take Advantage of Free Trials
Most ticketing software providers offer free trials. Use this opportunity to test the software in your environment and assess its compatibility with your business needs.
By carefully considering these factors, you can choose the right ticketing software that not only meets your current needs but also supports your business’s growth and evolution in customer support
Best practices for help desk ticketing system
Implementing best practices for IT ticketing software is essential for optimizing your support workflow and enhancing the overall customer experience. Here are some key best practices to consider:
- Define clear ticketing processes
- Prioritize tickets effectively
- Automate routine tasks
- Encourage self-service
- Maintain clear communication
- Collect and analyze feedback
- Train your support team
- Integrate with other tools
- Monitor performance metrics
Choose the best helpdesk ticketing system
In conclusion, choosing the right helpdesk software is crucial for streamlining your customer support operations and ensuring no customer feels overlooked.
With a variety of options available, including free versions with robust features, you can easily find a solution that fits your needs and budget.
As you explore these top picks for 2024, don’t forget to consider Desk365. It’s a comprehensive, cost-effective platform that can help you stay organized, improve efficiency, and deliver exceptional customer service. Give Desk365 a try and see the difference it can make for your team and your customers.
