Email Ticketing System

Simplify ticket management, enhance collaboration, and deliver exceptional customer service with Desk365’s robust email ticketing system.

In today’s fast-paced and competitive business world, delivering top-notch customer support is critical for success. Customers demand prompt and personalized solutions to their issues, and companies that fail to meet these expectations risk losing their trust and business.

While a regular email inbox is a commonly used communication channel for managing customer requests, it can quickly become overwhelming and ineffective as a business expands and customer demands increase.

This is where an email ticketing system comes in handy. By providing a centralized platform for customer conversations, an email ticketing system simplifies communication and empowers businesses to provide exceptional customer service.

With advanced capabilities such as automation and tracking, email ticketing systems enable support teams to handle customer conversations more efficiently, resulting in satisfied customers and improved business outcomes.

What is an email ticketing system?

An email ticketing system is a software tool that enables businesses to efficiently manage and track customer enquiries and support requests through email. Instead of having customer support agents manually sift through emails and respond individually, an email ticketing system automates the process by converting incoming emails into support tickets, which are then organized in a single place, so that customer issues and requests can be easily tracked and managed from a centralized location. The tickets are then distributed based on predefined criteria, allowing agents to track, manage, and solve issues in an organized manner.

Businesses can enhance their customer support operations by leveraging automation tools, setting up workflow and SLA rules, and monitoring email volume and response rates. Additionally, email ticketing systems often come with features like analytics and reporting, which can help businesses identify trends, track agent performance, and identify areas for improvement.

With an email ticketing system, businesses can streamline their customer support operations, ensuring that each ticket receives appropriate attention and prompt resolution.

How does an email ticketing system work?

An email ticketing system works by automating the process of creating and managing support tickets. The process of using an email ticketing system in your business typically involves the following steps:

Set up the email ticketing system: Choose an email ticketing system that fits your business’s needs and budget. Set up the system by configuring your support email addresses, defining ticket fields and categories, and setting up workflows.

Receive customer support requests: Customers can send support requests to your business’s support email address. The email ticketing system automatically creates a support ticket that includes all the details of the customer’s query, such as the customer’s name, email address, the subject of the email, and the content of the email. Each ticket is assigned a unique number, making it easier for agents to track and manage issues.

Routing and assigning tickets: Once the ticket is created, the system analyzes its content and assigns it to an available support agent based on predefined rules. These rules can be based on agent availability, expertise, or other criteria. The support agent can view the ticket’s details and respond to the customer’s request directly from the ticketing system, ensuring that all communication is tracked and easily accessible.

Resolving the issue: The support agent works on resolving the customer’s issue and updates the ticket with relevant information. The ticket is categorized based on the nature of the query, and its priority is set based on the urgency of the issue. The assigned support agent reviews the ticket, assesses the customer’s issue, and initiates the necessary actions for resolution. This may involve gathering additional information, troubleshooting, or coordinating with other team members. Once the issue is resolved, the agent updates the ticket status, and the customer is notified.

Closing the ticket: Once the issue is resolved, the support agent closes the ticket. The customer is notified of the resolution via email, and they can provide feedback on the support experience.

Analyzing the support data: The email ticketing system provides businesses with valuable data on customer support operations, such as response times, resolution times, ticket trends data, and customer satisfaction levels. This data can be analyzed to identify areas for improvement and optimize customer support processes.

What are the benefits of using an email ticketing system?

Using an email ticketing system offers several benefits for businesses and organizations. Here are some of the key advantages:

Streamlined Communication and Organization

An email ticketing system provides a centralized platform where all customer conversations are captured, eliminating the risk of emails getting lost or overlooked. Support agents can easily access and track the status of each ticket, ensuring timely responses and reducing the chances of customer dissatisfaction. By organizing customer queries systematically, businesses can improve efficiency and deliver consistent support experiences.

Enhanced Customer Service

With an email management system, businesses can provide faster response times and improved customer service. Agents can prioritize and categorize tickets based on urgency and type, ensuring that critical issues receive immediate attention. Additionally, historical ticket data and customer information are readily available, enabling agents to personalize their interactions and offer tailored solutions. This results in higher customer satisfaction and loyalty.

Efficient Ticket Management

Email ticketing systems offer a range of features to streamline ticket management. These include automated ticket routing, which assigns tickets to the most appropriate support agent based on predefined rules or criteria. This ensures that each ticket is handled by the agent with the necessary skills or expertise. Moreover, ticket categorization and prioritization enable agents to identify and address urgent issues promptly, ensuring efficient ticket resolution and customer satisfaction.

Better Tracking and Reporting

Email ticketing systems provide businesses with valuable insights into customer support enquiries. They can track response times, ticket volume, and customer satisfaction metrics, allowing them to identify areas for improvement and make data-driven decisions.

Cost-Effective

Email ticketing systems can be a cost-effective solution for businesses of all sizes. They can help reduce the need for additional staff, increase productivity, and enhance the customer experience.

What are the best practices for using an email ticketing system?

To get the most out of an email ticketing system, businesses should follow these best practices:

Define Clear Workflows and Processes: Before implementing the system, map out your customer support workflows and processes. Define how tickets will be triaged, assigned, escalated, and resolved. Clear processes prevent confusion and ensure efficient ticket management.

Prioritize urgent issues: Prioritize urgent issues and ensure that support agents work on resolving them first. This can prevent critical issues from being neglected and causing customer dissatisfaction.

Categorize tickets: Categorize support tickets based on their nature and prioritize them based on their urgency. This can help support agents focus on resolving critical issues first.

Define your SLA: Defining your Service Level Agreement (SLA) is crucial when implementing an email ticketing system. An SLA outlines the level of service that customers can expect and sets expectations for response and resolution times. Set clear response time expectations for your customers and ensure that your support agents meet them consistently. This can help build customer trust and satisfaction.

Provide personalized support: Provide personalized support to your customers by addressing customers by name, email addresses, and company names and tailoring your solutions to their specific needs. This can build customer loyalty and satisfaction.

Train support agents: Provide comprehensive training to your agents on how to use the email ticketing system effectively. This can include how to respond to enquiries, use internal notes, escalating tickets as well as your SLA and company policies. This can also help improve customer satisfaction and reduce the number of escalations.

Monitor support data: Monitor support data regularly to identify areas for improvement and optimize customer support processes. This data can help you identify trends and areas for improvement and can also be used to set goals and benchmarks for your team. Consider adding additional agents or adjusting your support hours if necessary.

Continuously Improve: Continuously optimize your support processes to deliver better customer experiences. By regularly evaluating your team’s performance and customer feedback, you can identify areas for improvement and implement changes to improve the customer experience. Additionally, you can implement surveys or rating mechanisms to assess customer satisfaction. By continuously improving, you can ensure that your email management system is meeting the needs of your customers and your team.

Top 14 email ticketing systems for 2023

Email ticketing systems are a must-have for businesses that want to provide efficient and effective customer support. With so many options available, it can be challenging to choose the right one for your business. In this section, we will take a closer look at the top 14 email ticketing systems to try in 2023.

1. Desk365

Desk365 provides a powerful cloud-based email 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.

Desk365’s responsive mobile version allows support teams to stay connected and respond to customer enquiries from anywhere, at any time. This feature ensures that businesses can provide exceptional customer support, even when their team members are on the go.

Shared Inbox

One of the most useful features of email ticketing software 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.

You can configure SLA rules to send reminders before the Response Time and Resolve Time are reached. Also, you can configure escalation rules that specify when and who to notify in case of SLA violations.

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. This helps to save time and increase efficiency, allowing team members to focus on more important tasks.

Reporting and Analytics

Desk365 provides valuable insights through reporting and analytics features. Using Desk365, teams can track key metrics such as response times, resolution times, and customer satisfaction. This helps to identify areas for improvement and ensure that customer enquiries are handled effectively. Managers can access data on ticket trends, response times, resolution rates, and customer satisfaction metrics. These insights enable businesses to identify areas for improvement, optimize support workflows, and make data-driven decisions.

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.

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.

2. Zendesk

Zendesk is a widely used email ticketing system that automates the customer support process by converting emails into tickets. This allows businesses to easily manage and prioritize customer queries, assign tickets to the right team members, and track progress in real-time. The system also offers a range of features to help streamline customer support operations.

Pricing:

Lowest Paid Plan: $19/agent/month
Highest Paid Plan: $99/agent/month

Free trial available.

3. Spiceworks

Spiceworks is a free email ticketing system that is designed for small businesses. It offers a range of features, including ticket management, team collaboration tools, and automation capabilities.

Pricing:

Lowest Paid Plan: Free
Highest Paid Plan: Free

4. HappyFox

HappyFox provides a cloud-based email ticketing system that offers a range of features, including ticket management, knowledge base management, and reporting. It also offers a range of integrations, making it easy for businesses to connect the system to their existing tools and workflows, and ultimately, improve their customer support operations.

Pricing:

Lowest Paid Plan: $29/agent/month
Highest Paid Plan: $89/agent/month

Free trial available.

5. Help Scout

Help Scout focuses on simplicity and collaboration, making it an excellent choice for small and medium-sized businesses. It offers a shared inbox that enables teams to collaborate on resolving customer enquiries effectively.

Pricing:

Lowest Paid Plan: $20/agent/month
Highest Paid Plan: $65/agent/month

Free trial available.

6. Hiver

Hiver offers a comprehensive email ticketing system that enables teams to process, assign, track, and automate incoming email tickets. It offers a range of features, including shared inboxes, team collaboration tools, collision detection, and more.

Pricing:

Lowest Paid Plan: $15/agent/month
Highest Paid Plan: $59/agent/month

Free trial available.

7. Freshdesk

Freshdesk is another popular email ticketing system known for its user-friendly interface and powerful ticket management features. It offers multichannel support, allowing businesses to handle customer queries from various communication channels seamlessly.

Pricing:

Lowest Paid Plan: $15/agent/month
Highest Paid Plan: $79/agent/month

Free trial available.

8. HubSpot Service Hub

Hubspot Service Hub is an all-in-one email ticketing system that offers businesses a range of features to help manage customer enquiries and provide exceptional support. With Hubspot Service Hub, teams can easily prioritize and respond to customer issues, track progress, and facilitate seamless conversations across service channels. Additionally, Hubspot Service Hub integrates with other Hubspot tools, allowing businesses to streamline their workflows and improve their overall customer experience.

Pricing:

Lowest Paid Plan: $30/month
Highest Paid Plan: $3600/month

Free trial available.

9. JitBit

JitBit is a popular email-based ticketing system designed to streamline team workflows. It offers a range of features, including ticket management, collision detection, automation and reporting capabilities, making it easier for businesses to monitor their customer support operations and identify areas for improvement.

Pricing:

Lowest Paid Plan: $29/agent/month
Highest Paid Plan: $249/agent/month

Free trial available.

10. Front

Front is another great email ticketing system that enables teams to manage their inbox as a team. Its shared inboxes and team collaboration tools allow teams to work together seamlessly and provide exceptional customer support. The system also offers a range of features, including ticket management, automation capabilities, and reporting features.

Pricing:

Lowest Paid Plan: $19/agent/month
Highest Paid Plan: $229/agent/month

Free trial available.

11. Zoho Desk

Zoho Desk is a versatile email ticketing system that caters to businesses of all sizes. It provides a unified inbox for managing customer conversations and offers advanced automation features to streamline support workflows.

Pricing:

Lowest Paid Plan: $20/agent/month
Highest Paid Plan: $50/agent/month

Free trial available.

12. HelpCrunch

HelpCrunch offers a powerful email ticketing system that streamlines email communication between businesses and their customers. It offers features such as canned responses, automated workflows, and real-time notifications to help teams provide fast and efficient support. The system also offers a range of integrations, making it easy for businesses to connect it to their existing workflows and tools.

Pricing:

Lowest Paid Plan: $12/agent/month
Highest Paid Plan: $495/agent/month

Free trial available.

13. TeamSupport

TeamSupport is a customer-focused email ticketing system designed to help businesses manage customer enquiries and provide exceptional support. With features like ticket management, team collaboration tools, and reporting capabilities, TeamSupport makes it easy for teams to prioritize and respond to customer issues while tracking progress and facilitating seamless conversations across service channels.

Pricing:

Lowest Paid Plan: $49/agent/month
Highest Paid Plan: $119/agent/month

Free trial not available.

14. ProProfs Help Desk

ProProfs Help Desk is indeed designed as an email ticketing system to manage customer enquiries efficiently. As an email ticketing system, it allows businesses to centralize all customer support requests and communications in one place. ProProfs Help Desk offers a complete help desk solution with unlimited inboxes and advanced features like ticket routing, child tickets, API, white label & more.

Pricing:

Lowest Paid Plan: $20/agent/month
Highest Paid Plan: $30/agent/month

Free trial available.

What factors should you consider before selecting the suitable email ticketing system for your business?

Investing in an email ticketing system can be a significant decision for any organization. Before making a choice, it is essential to consider several factors to ensure that the system meets the organization’s requirements and goals. Here are some of the factors that organizations should consider before investing in an email ticketing system:

Evaluate Your Needs

Start by evaluating your business’s support needs. Consider factors such as ticket volume, response times, and the number of agents you have. This will help you determine the features and capabilities you need in an email ticketing system.

Ease of Use

The email ticketing system should be easy to use and navigate for both the customers and the support team. The system should have a user-friendly interface that allows customers to submit tickets quickly and efficiently. Additionally, the support team should be able to manage the tickets without difficulty, including assigning, tracking, and resolving tickets.

Consider Your Budget and Support 

Email ticketing systems can vary widely in price, so it’s important to consider your budget. Evaluate the pricing structure of different email ticketing systems and consider the value they offer for your business. Additionally, assess the quality of customer support provided by the system’s vendor. Prompt and knowledgeable support ensures smooth system operation and timely issue resolution.

Automation Capabilities

Automation capabilities can help streamline the ticketing process and save time for the support team. The system should have automation features such as automated ticket routing, canned responses, and automated notifications. These features can help reduce the workload for the support team and improve response times.

Tracking and Reporting Capabilities

Tracking and reporting capabilities are essential to measure the system’s effectiveness and identify areas for improvement. The system should provide detailed reports on ticket volumes, response times, resolution times, and customer satisfaction rates. These reports can help the organization identify trends, track performance, and improve customer service.

Data Security

Data security is critical when it comes to customer information. The email ticketing system should have robust security measures in place to protect customer data from unauthorized access, theft, or loss. The system should also comply with data protection regulations such as GDPR and CCPA.

Collaboration

Collaboration is essential in a support team environment. The email ticketing system should have collaboration features such as internal notes, team assignments, and shared inboxes. These features can help improve communication and collaboration within the support team, leading to better customer service.

Look for Integrations

Integrations can make an email ticketing system even more powerful. Look for a system that integrates with other tools you use, such as your CRM or marketing automation platform. This enables a unified view of customer interactions and facilitates efficient data exchange.

Scalability and Customization Options

The email ticketing system should be scalable to meet the organization’s changing needs. As the organization grows, the system should be able to accommodate the increased ticket volume and support team size without compromising performance. Look for customization options that allow you to tailor the system to your workflows and branding.

Vendor Reputation and Support

Research the reputation of the email ticketing system vendor. Gain valuable insights into a company’s track record and customer satisfaction by checking out their customer reviews, testimonials, and case studies. Additionally, evaluate the level of customer support provided by the vendor, ensuring they offer timely and knowledgeable assistance when needed.

Responsive Mobile Web Apps

Ensure that the system offers a responsive and user-friendly interface on mobile devices, allowing both customers and support agents to access and manage tickets seamlessly on-the-go. A responsive mobile web app enables convenient and efficient ticket management, ensuring that customer conversations can be addressed promptly, regardless of the device being used.

By considering these factors, you can make an informed decision when investing in an email ticketing system that aligns with your business requirements, enhances your support capabilities, and delivers a positive customer experience.

Overall, an email ticketing system is a valuable tool for businesses to manage customer support enquiries effectively. By centralizing customer interactions, prioritizing tickets, and enabling collaboration, businesses can enhance their customer service capabilities and improve overall efficiency. With the right email ticketing system in place, businesses can provide exceptional customer support and foster long-term customer satisfaction.

Frequently asked questions about email ticketing systems

An email ticketing system differs from a traditional email client in that it is specifically designed for managing customer support requests. Unlike an inbox, a ticketing system allows you to organize, prioritize, and track support requests, ensuring that nothing falls through the cracks. If you find yourself struggling to manage customer support requests in your inbox, it may be time to consider switching to a ticketing system.

Absolutely! An email ticketing system can be suitable for small businesses. In fact, it can be particularly valuable for small businesses that don’t have a dedicated support team. By using a ticketing system, you can ensure that customer requests are properly tracked and managed, even if you don’t have a large team to handle them.

Email ticketing systems are better for customer support for a number of reasons. First, they allow you to track and prioritize support requests, ensuring that nothing falls through the cracks. Second, they enable you to collaborate with your team to resolve customer issues more efficiently. Finally, they provide valuable insights into customer behavior and preferences, which can help you improve your support processes over time.

Gmail does not have the advanced ticketing features of specialized email ticketing systems, but it can be customized with labels, filters, and collaboration tools to facilitate support workflows. You have the option to use your existing Gmail addresses with Desk365. You can configure forwarding rules for any Gmail addresses you may be using, so that emails sent to those addresses are also forwarded to Desk365 provided email. As a result, those emails will be automatically converted into tickets.

Outlook, as a standalone email client, does not have a built-in ticketing system. But, you have the option to use your existing Outlook addresses with Desk365. You can configure forwarding rules for any Outlook addresses you may be using, so that emails sent to those addresses are also forwarded to Desk365 provided email. As a result, those emails will be automatically converted into tickets.