Top 20+ Email Ticketing System Solutions to Improve Response Time

Improve your customer service with this email ticketing system solutions! Find the right tools to enhance response times and requests effectively.

Nov 10, 2024

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Top 20+ Email Ticketing System Solutions to Improve Response Time

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Picture this: You wake up to a flood of customer emails, all with questions, requests, or complaints. When you finally dig in, you realize that all of them are about the same issue. With an email ticketing system, you'd easily resolve the problem and get back to your customers in no time. That's the power of an email ticketing system. It helps you manage and organize customer conversations so you can get on top of issues and communicate solutions to your customers faster. In this guide, we'll explore the ins and outs of email ticketing systems, 24/7 Customer Support and how they can help you improve customer satisfaction and team efficiency.

Email ticketing systems also work great with live chat software. For example, ChatBee's AI customer support can automatically convert incoming live chat messages and customer emails into tickets for organized tracking. Then, to ensure you can resolve issues faster, the tool uses AI to find and suggest existing solutions from your knowledge base to help you promptly answer customer queries.

What is an Email Ticketing System?

An email ticketing system is a customer support tool that converts incoming emails into trackable support tickets, allowing businesses to manage customer requests more efficiently. Instead of manually sorting through email inboxes, these platforms automatically capture and log each email as a separate ticket, assigning it a unique ID for easy tracking. The best email ticketing system will also consolidate all interactions onto a single pane of glass, ensuring that every customer query is acknowledged and resolved systematically.

Key Features of Email Ticketing Systems

From organizing incoming requests to automating workflows, email ticketing software is designed to enhance both the efficiency and quality of support operations. However, not all solutions are the same. Understanding the key features of these systems is crucial for businesses to select the right tool that meets their specific needs.

Ticket Conversion and Management

Email ticketing software offers the functionality to convert customer messages into tickets with unique identifiers. This verifies that all communications from a particular customer appear in one place, making the tracking process much easier.

Easy Email Integration

Your ticketing system should be able to connect with common email applications like Outlook and Gmail. Integrations with external applications and systems enable support agents to respond to all customer queries, regardless of their preferred app.

Automated Ticket Assignment

Many email ticketing platforms offer the ability to set up customizable rules that automatically assign tickets to specific team members. For example, your routing rules might match technical queries with representatives who have IT-related skills and expertise. Alternatively, you may design your auto-routing to direct requests to the next available agent to speed up resolution times.

Analytics and Reporting Tools

Response times and customer satisfaction levels are two common KPIs that companies often monitor when gauging their team’s performance. Your dashboards should be customizable and updated in real-time to ensure you’re receiving the right information at the right time.

Joined-Up Thinking

Advanced email ticketing solutions are typically highly integrable, providing the option to connect with other essential systems, such as:

Customer relationship management (CRM)

Social media tools

Creating a Knowledge Base

A knowledge base is the cornerstone of any capable email ticketing system. It provides a centralized repository where end-users can help themselves and support agents can access company knowledge more quickly. These bases generally house useful resources like FAQs, knowledge articles, and how-to guides, often eliminating the need to create a ticket.

Who Can Use Email Ticketing Software?

Whether it’s responding to customer concerns, resolving technical issues, or managing administrative tasks, an email ticketing platform can provide the structure necessary to ensure that all incoming requests are addressed effectively. The flexible nature of these solutions also allows them to be employed in various ways across distinct industries.

Some of how these systems might be leveraged within various sectors include:

Customer Support Teams

When customers send emails to support teams about issues such as order status, product defects, or refund requests, email ticketing software automatically converts these messages into tickets, categorizing them by type and urgency. Agents can prioritize urgent issues by organizing requests systematically, streamlining their workflow, and providing timely responses.

HR

In an HR setting, employees often send emails regarding benefits enrollment, payroll discrepancies, and leave requests, which an email ticketing platform converts into organized tickets. These solutions may also support the integration of other HR tools, such as performance management or onboarding platforms, allowing for a more cohesive approach to employee support.

IT

Automating the creation, categorization, and prioritization of tickets empowers IT teams to resolve issues more quickly, which is critical when incidents occur. Once all details are recorded, email ticketing systems can route the request to an appropriate specialist, allowing teams to address issues systematically and minimize downtime.

Finance

Financial institutions typically receive numerous emails about account inquiries, transaction issues, or loan processing queries. The structured approach made possible through email ticketing solutions verifies that critical issues, such as fraud alerts or transaction errors, are handled promptly, while less urgent requests are also managed in an organized manner.

Marketing

In marketing departments, email ticketing systems might be used to manage various internal and external requests related to efficiently:

Marketing campaigns

Project approvals

Client inquiries

For example, when team members or external partners send emails requesting campaign materials, feedback on content, or approval for marketing initiatives, the ticketing system automatically converts these emails into organized tickets.

Education

Students or staff can email a designated support address when they encounter issues related to IT services, academic inquiries, or administrative tasks. For instance, a student having trouble accessing online coursework or experiencing technical difficulties can submit an email, which the system will route to the IT help desk for resolution.

Healthcare

For healthcare organizations, patients or caregivers can send emails about appointment scheduling, prescription refills, or medical record requests, which the software will automatically convert into support tickets. These requests are then categorized and routed to the appropriate department, such as medical records, billing, or patient services.

Benefits of Email Ticketing Systems

By converting messages into organized, trackable tickets, email ticketing software streamlines communication and ensures that no request goes unanswered. Whether a company handles a few daily queries or manages thousands of tickets, these platforms provide the structure and automation needed to improve support processes.

Key advantages to be gained by leveraging an email ticketing solution include:

Optimize Communication and Organization Across Help Desk

An email ticketing system streamlines communication by centralizing customer queries, support requests, and internal issues into a single platform. This ensures that all interactions are organized and accessible to help desk agents, reducing the chances of losing important information. With ticketing software, each request is assigned a unique identifier, making it easy to:

Track

Prioritize

Follow up on

Better Efficiency and Productivity

Ticketing software can automate tasks such as:

Ticket creation

Assignment

Prioritization

This reduces the administrative burden on staff, allowing them to focus more on resolving issues than managing them. Features like knowledge base integration, canned responses, and internal collaboration tools enable agents to find solutions and quickly communicate with other team members. These tools minimize the need for repeated research or escalations, thus leading to quicker resolutions.

Enhanced Customer Satisfaction, Loyalty, and Engagement

Through streamlined communication and organized workflows, customers receive more timely responses to inquiries, creating a smoother overall support experience. Ticketing platforms also allow for personalized responses, as representatives have access to an individual's full history and can address concerns with a deeper understanding of past interactions.

In terms of loyalty and engagement, ticketing solutions keep customers informed throughout the support process with regular updates and notifications. This transparency builds trust, showing individuals that their concerns are being worked on. Self-service options such as knowledge bases and FAQs are often integrated into ticketing software, empowering users to find solutions independently.

Analytics and Reporting

Data from tickets, such as issue type and response times, are typically collected automatically and can be analyzed to identify trends like frequently reported issues or peak times for support requests. By examining these patterns, businesses can make informed decisions on allocating resources and improving service processes, resulting in more efficient operations.

On the reporting side, email ticketing systems offer built-in tools that generate detailed reports on key performance indicators (KPIs), such as:

Ticket volume

Average resolution time

Agent performance

These reports help managers:

Identify bottlenecks

Track compliance with service-level agreements (SLAs)

Measure overall support team efficiency

Better ROI

The automation capacity typically provided by email ticketing platforms enables support teams to handle more tickets quickly, thereby improving productivity without increasing headcount. As a result, organizations can save on operational costs while delivering faster and higher-quality customer service.

In addition to operational savings, a well-managed support process ensures quicker resolutions, often leading to happier customers who are more likely to return for repeat business. Loyal customers tend to have a higher lifetime value and are likelier to recommend a company to others, driving organic growth.

AI Customer Experience

Omni Channel Customer Support

Help Desk Ticket Workflow

How to Scale Customer Support

What is a Support Ticket

What is a Help Desk

Help Desk Software Requirements

Helpdesk Best Practices

How Does an Email Ticketing System Work?

Email ticketing software transforms the traditional email-based customer support process into a streamlined mechanism for handling customer inquiries with maximum efficiency. These software platforms ensure that each interaction is managed effectively, contributing to a positive and memorable customer experience.

Here's a step-by-step breakdown of the operational flow of email ticketing systems:

1. Ticket creation

The customer initiates contact by emailing the company's designated customer support address. Upon receiving the email, the ticketing system automatically extracts essential information, including the:

Sender's contact details

Email subject

Message content

This captured data forms the foundation of a unique ticket, which serves as the central record for managing customer interaction.

2. Ticket prioritization and categorization

The ticketing system categorizes tickets based on predefined criteria, such as keywords, customer information, or the nature of the inquiry, facilitating efficient routing to the most appropriate agents. It also prioritizes tickets based on urgency and how the issue could impact business operations. As a result, critical issues requiring immediate attention are rapidly prioritized and promptly addressed.

3. Routing and assignment

The system determines agent availability through real-time checks or predefined schedules. Once an agent becomes available, the ticket is routed based on fit between expertise and the specific nature of the issue. This routing system helps guide inquiries to the service professional with the necessary skills to resolve the issue with speed and confidence

4. Status updates and consistent monitoring

Throughout the resolution process, the agent regularly updates the ticket status within the ticketing system. This continuous monitoring keeps the customer informed, provides real-time insights into the inquiry's progress, and ensures that the support rep is adhering to the predefined service level agreements (SLAs).

5. Closure and feedback

Once the issue is resolved, the ticket is marked as closed, and a final notification is sent to the customer. At this point, the ticketing system may prompt the customer to provide feedback on their experience. This valuable feedback helps give businesses a better understanding of customer expectations and, more importantly, whether the business is measuring up to those expectations.

Most email ticketing tools include built-in reporting and analytics, providing businesses with insights into customer service performance. Using these tools, customer service teams can track critical indicators and make informed decisions to continue efforts to optimize their customer service strategies.

How to Choose the Right Email Ticketing System

Navigating the vast array of email ticketing systems can be overwhelming, but selecting the right one is crucial for optimizing customer service operations and achieving your most important business objectives.

Here's a comprehensive guide to help you choose the best email ticketing software for your organization:

Assess Your Needs

Before diving into software comparisons, take a step back and thoroughly assess your company's needs. Factors to consider include:

Company size: Consider the scale of your operations. Some systems are tailored for small businesses, while others are robust solutions better suited for enterprise-level demands.

Industry: Certain industries may require specialized features. For instance, most healthcare companies might require comprehensive security measures, while e-commerce firms may prioritize integration with existing order management systems.

Budget: Determine a realistic budget for your email ticketing software. While some solutions offer feature-rich packages, others provide more cost-effective options for businesses with limited resources.

Confirm Your Must-have Features

Once you have a clear idea of what your business needs, prioritize the essential features capable of delivering them. Some of the critical elements that you should be considering include:

Ticket management: This effortlessly captures, categorizes, and prioritizes customer inquiries for a streamlined resolution process.

Integration with knowledge base and FAQs: Email ticketing systems that seamlessly integrate with your organization's knowledge base and FAQs facilitate prompt, accurate responses.

Integration with other tools and software: Integration capabilities with existing CRM and other business tools can enhance data-sharing and accelerate various operational processes.

Automation and workflows: Automation features that handle routine tasks allow your team to focus on more unique, intellectually challenging customer interactions.

Reporting and analytics: Some email ticketing systems provide comprehensive reporting and analytics tools that help businesses track key performance indicators, identify trends, and make data-driven decisions.

Built-in collaboration tools: Collaboration features, such as shared ticket ownership and internal messaging, encourage teamwork and knowledge sharing among your staff.

Scalability: Flexible systems that can scale alongside your business can effortlessly adapt to your growing customer base, catering to evolving needs without compromising performance.

Omnichannel capability: Even if your company still uses email as its primary support channel, customers are increasingly looking for businesses to communicate through their preferred channels, including chat, text, and specific social media platforms. Even if your company doesn’t currently support omnichannel capabilities, choosing an omnichannel ticketing system ensures that your ticketing system is well-prepared for the transition if and when you do decide to move forward with it.

User-friendly interface: The easier and more intuitive a ticketing system is for your team to navigate, the faster they’ll be able to leverage its capabilities.

Conduct Demos and Rrials

Take advantage of free demos and trial periods offered by software vendors. This gives you a risk-free opportunity to get hands-on experience with the email ticketing system's functionality and evaluate its suitability for your business.

Gather Feedback and Decide

Involve key stakeholders in the evaluation process, including customer service agents, managers, and IT personnel. Incorporate their feedback and consider their perspectives to make a more informed decision that considers the interests and preferences of everyone involved.

By considering these factors and prioritizing the essential features, you can effectively navigate the myriad email ticketing systems available on the market and find the one that aligns best with your business objectives and customer service goals.

Optimizing an Email Ticketing System for Success

The true power of email ticketing software lies in how well it's optimized for efficiency. Let's delve into the key strategies to ensure your system is not just a tool but a powerful catalyst for success:

Establish clear ticket categories: Create a comprehensive ticket categorization system to ensure efficient routing, prioritization, and handling. This involves defining clear criteria for assigning tickets to specific categories based on issue type, impact, or urgency.

Utilize an urgency vs. impact matrix: Effectively prioritize tickets using an urgency vs. impact matrix. This matrix classifies tickets based on urgency (immediate need for attention) and impact (level of business or customer disruption), helping service teams focus on the most critical issues first—all without having to expend the time and mental resources determining what those are.

Adhere to service level agreements: Adherence to SLAs is non-negotiable. Define clear expectations for response and resolution times, and clearly communicate the importance of meeting these benchmarks to instill customer trust and reliability in your service.

Eliminate overlap and duplication: Prevent ticket duplication and overlap by implementing conflict detection mechanisms that identify similar or identical inquiries from the same customer and merge them into a single ticket. This eliminates redundant work and ensures that every issue is solved.

Define escalation triggers and paths: Establish escalation triggers for tickets that require additional attention. By clearly defining the routes for escalating issues, you pave the way for swift and effective resolution for even the most complex, challenging problems.

Provide comprehensive training: Conduct thorough training for your team on whatever email ticketing software you select. The better-trained your agents are, the more capable they’ll be in navigating the system confidently and consistently. Over time, this will almost always result in faster response times and superior customer satisfaction levels. You’ll also want to implement ongoing training as the system evolves or when new features are introduced.

Leverage automation and integration: Harness the power of automation and integration features. Automate repetitive tasks, integrate the system with other tools, and create a seamless workflow that maximizes efficiency and minimizes manual effort.

Consistently monitor, measure, and optimize: Regularly monitor and measure the performance of the email ticketing software using key metrics such as response times, resolution rates, customer satisfaction scores, and agent productivity. Further, you’ll want to track trends, identify areas for improvement, and make data-driven decisions to optimize the system effectiveness.

Help Desk Benefits

Customer Experience Automation

SaaS Help Desk

Ticket Escalation

Self Service Customer Support

Service Desk Automation Ideas

Help Desk Benefits

Common Help Desk Problems and Solutions

Best Help Desk Software for Small Business

Generative Ai for Customer Support

Best Incident Management Software

Best Open Source Ticketing System

20+ Best Email Ticketing System

1. ChatBees: The Email Ticketing System for AI Lovers

ChatBees optimizes RAG for internal operations like customer support, employee support, etc. with our AI customer support software, which has the most accurate response and easily integrates into their workflows in a low-code, no-code manner. ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability/accuracy, enabling these operations teams to handle a higher volume of queries.

Key Features

No DevOps Required to Deploy and Maintain the Service

AI Agent with Knowledge Graphs from historical tickets and internal knowledge bases to automate and reduce ticket resolution time by up to 52%!

Build Knowledge Graphs from your tickets

Build Knowledge Graphs from popular ticket systems, such as HubSpot Tickets. With insights from historical tickets, resolve new tickets faster. Integrate your Support and Sales Pipelines into different collections.

Train private AI on your knowledge base

Train your private AI using internal knowledge bases (PDFs/DOCs, Web Help Center, Notion, Confluence, and Google Drive). ChatBees periodically updates your AI to keep it current.

AI Customer Support Starts Working!

ChatBees takes care of the rest by automatically analyzing and researching incoming tickets, providing actionable insights directly in your Ticket system, and Copilot, the support agent, to resolve the ticket quickly and efficiently.

Connectors and Integrations

ChatBess supports a growing list of knowledge bases and messaging platforms including:

Confluence

Notion

Drive

Slack

Discord

Hubspot

Try our AI customer support software today to 10x your customer support operations. Get started for free, with no credit card required. Sign in with Google and start your journey with us today!

2. Help Scout: The Email Ticketing System for Teams

Originally developed for customer service teams, Help Scout has evolved into a digital communications platform that takes the heavy lifting out of email management for teams in the support queue and beyond.

Centralized Inbox for Efficient Collaboration

Each email a team receives lands in their Help Scout inbox, accessible via web or mobile app. Team members can work collaboratively within the shared inbox to respond to messages. If an employee or team handles a specific type of request, those emails can be assigned to the right person for the job. Team members can also mention each other or leave private notes in the email thread, preventing forwarded email chains and keeping all information in one place.

Preventing Duplication and Ensuring Clear Communication

Help Scout provides collision detection to ensure each support team member knows who is working on which request. Visual cues such as team avatars and color-coded icons help prevent duplicate work and miscommunications from reaching customers' inboxes.

Workflows and Automating Tasks

Teams can increase productivity with saved replies — shared email templates that make it easy for your team to send out pre-written, standardized responses to FAQs. Familiar email functions like sleeping and sending later let you respond to customer conversations on time while keeping your inbox clear. You can create workflows that reduce busy work like tagging conversations.

Leveraging AI for Faster and Smarter Support

AI features make it easier for your team to respond to conversations more quickly. AI summarize can help get teammates up to speed on an issue by creating bulleted summaries of conversations. This can be handy during the escalation process or when reviewing interactions for quality assurance.

Beyond email, Help Scout also supports other communication channels like live chat and social media messaging, ensuring you can be everywhere your customers need you to be.

3. Hiver: The Email Ticketing System for Teams Who Love Gmail

If your team relies on Gmail but is starting to find that Google products don’t quite cut it when managing email at scale, you might consider Hiver.

Hiver is an email ticketing system built for use within Gmail. You can think of it as an extension that allows your team to view and collaboratively manage customer messages from within the native Gmail interface. Hiver adds the ability to:

Assign emails across your team

Use shared email templates

Leave internal notes

Tag conversations

Create simple automations based on rules and criteria that you set

Handle basic tasks using AI.

The tool also offers the ability to provide live chat and a help center if your team is ready to expand beyond an email support system.

4. Salesforce Service Cloud: Best for Companies Using Salesforce

Salesforce is well known for its customer relations management (CRM) product, but it also offers several other customer-focused tools.

Salesforce Service Cloud is their ticketing system, catering to use cases such as:

Customer service

Field service

Self-service

Employee service (HR teams, IT teams, etc.).

Email management features include:

Shared inbox

Ticket assignments

Custom views

Reporting

Cross-team collaboration tools

Service Cloud can also handle additional channels like live chat, voice, and chatbots powered by their AI technology, Einstein.

Regarding cost, Service Cloud’s pricing page can be overwhelming. Add-ons and a seemingly endless table of features may make it hard to understand which plan your company needs. Still, the seamless integration and holistic customer view make Service Cloud a valuable tool if you’re already a Salesforce customer.

5. Freshdesk: The Email Ticketing System for Growing Teams

Freshdesk is a well-known ticketing solution often compared to Zendesk, another tool on this list. Its free plan converts all emails and social contacts into tickets viewable in a shared inbox. Teams can:

Assign tickets

Use shared canned responses

Leave private notes

Tag tickets

This base-level plan includes a limited number of agents and is a great place to start if your company only offers email support. The company’s paid plans are more robust and offer features like service level agreement (SLA) management and round-robin ticket routing. You can also customize your plan using add-ons for features like AI functionality.

One feature offered as part of the platform’s Pro plan is a community forum builder, which allows you to set up a message board for your users. While not email-related, having self-service features like a knowledge base and community forums can help get your customers answers faster than email alone.

6. Front: The Email Ticketing System for Teams Who Manage Multiple Channels

Front is a ticketing system that enables teams to manage just about any channel (email, social, SMS, live chat, etc.) through a shared inbox.

The tool boasts many collaborative features like:

Email assignments

Canned responses

Shared drafts

Internal discussions

You can also utilize tags, set up automations, view reporting dashboards, and use AI technology to handle tasks like:

Ticket summaries

Writing assistance

Chatbot support for your site

An interesting aspect of Front is its choice to integrate personal account access into the tool. For instance, you can view your:

Personal inbox (e.g., john.smith@yourcompany.com)

Shared inboxes (support@, accounting@, sales@, etc.)

All from within the Front user interface (UI)

Integrate your calendar, making it easy to schedule meetings without leaving the tool.

7. Jira Service Management: The Email Ticketing System for IT Teams

Jira Service Management is a platform that assists IT teams in managing service requests, incident and problem responses, asset control, and knowledge access.

The software has the standard features you would expect to find in a help desk system or service desk. Routing capabilities that make it easy to:

Move tickets across multiple help desks

Low cost of entry

AI to help with routine tasks

Tools for managing SLAs

Recognizable UI make onboarding easy for most technical teams

For those who need to integrate their ticketing system or help desk software to internal communication channels, Service Management can push ticket notifications and activity to platforms like Slack and Microsoft Teams.

Jira Service Management offers a free plan that may appeal to smaller teams. However, potential customers should be aware that:

This plan only provides 2GB for storing files

Lacks some functionality

Doesn’t come with support access beyond self-help in the Atlassian Community.

8. Zendesk: The Customizable Email Ticketing System

Zendesk is a comprehensive platform supporting the management of email, live chat, phone, social media, and SMS as well as self-service channels like its knowledge base software, Zendesk Guide. The software includes shared mailbox functionality with collaborative features that are similar to other email ticketing tools, as well as more specialized features, including:

Customer satisfaction surveys

AI-powered virtual agent offering

What separates Zendesk from the competition is its ability to be customized for any use case. You can integrate your Zendesk account with over 1,000 different software products, creating a centralized hub for all your:

Customer

Client

Student data

It is important to note that most of these integrations and customizations are not plug-and-play solutions. Many require basic technical aptitude or developer skills at most, meaning that smaller teams may need to hire a contractor to assist with deployment.

9. Hubspot Service Hub: The Email Ticketing System for Hubspot Users

HubSpot produces marketing, sales, and service software. While its service arm is less well known, Service Hub should be on your shortlist if you’re already using the company’s other products.

Like Freshdesk, Service Hub offers a free plan that enables you to manage email from a shared inbox. Teams can assign support tickets to the right agents and ease the burden of repetitive responses by using email templates. Leadership can view reporting dashboards to monitor performance results and make informed decisions. The free plan lets you connect with customers through live chat and Facebook Messenger, enabling your team to provide multichannel support.

While a free option is nice, prospective customers should know that many of the best features HubSpot offers:

Ticket routing

Customer feedback surveys

Knowledge base builder

Workflow automation to handle tasks like ticket assignment

Managing ticket status

10. Dixa: The Email Ticketing System That Uses AI to Route Emails

Dixa’s approach to email is a little different than some others on this list. Instead of having all of your team’s emails moved into a shared inbox, Dixa automatically assigns each conversation to the best employee to respond to the request. The platform bases the routing on both priority and agent skill sets and ensures that your support staff will spend more time focused on customer responses and less time cherry-picking the email queue.

The tool offers many of the same email features provided by other email ticket software on this list:

Customer timelines

Internal comments

Tagging

Reports, etc.

It can also natively offer support for:

Phone calls

Live chat

Social messaging

Self-service support

For those interested in AI features, Dixa offers a chatbot, conversation summaries, and an agent-assist tool at an additional cost. While Dixa is impressive, there may be better picks for teams looking only for an email management tool. Their $39/agent per month plan only covers the Dixa Messenger channel—those wanting email support will need to opt for their Growth plan, which starts at $89/agent per month with a seven-seat minimum.

11. Zoho Desk: The Email Ticketing System With Advanced AI Features

Zoho is a company that offers several products geared toward helping businesses do their best work. One of them, Zoho Desk, is a ticketing system that can help teams manage email and other popular channels like social and chat.

The platform has traditional ticket management and reporting features as well as more advanced tools like its AI offering, Zia. Zia has many useful tools, such as:

Chatbot

Automatic ticket tagging

Basic reply drafting

Zoho’s AI features also include sentiment analysis, which can mark a case as positive, negative, or neutral and tag any problems that may have led to a negative rating. This helps your team have the context needed to turn negative customer experiences around.

12. Jitbit: The Self-Hosted Email Ticketing System

Jitbit has all of the features needed to manage user and customer emails, such as:

Shared inbox

Email assignments

Agent collision alerts

Canned responses

AI-generated responses

Tagging

Reporting

Knowledge base builder

Its simple UI and asset management feature make it an excellent choice for IT service desks. For teams on the go, Jitbit help desk offers mobile apps that let you respond to user and customer queries from anywhere via your iOS or Android device.

One aspect of Jitbit that sets it apart is that it offers two options for accessing its platform:

Hosted as a software as a service (SaaS) product

Self-hosted, meaning your team can download and run the software on your own servers.

While most teams will prefer the ease of using a web-based, hosted product, companies that manage sensitive information and want complete control over their data may choose to keep their ticketing system in-house for increased security and safety.

13. ServiceNow: The Enterprise-Level Email Ticketing System

ServiceNow is one of the hottest information technology service management (ITSM) tools currently on the market. Targeting the enterprise-level user, ServiceNow has an impressive list of features ranging from standard email ticketing tools to asset and cost tracking to an online employee center that provides a central place for staff to access services quickly.

ServiceNow is a powerful system with features that smaller groups may not require, such as:

Vendor management

Dynamic translation functionality

While using every feature available in a tool is unnecessary, extra features tend to raise plan pricing, and paying for things you’ll never use isn’t ideal.

14. HappyFox: The Simple Email Ticketing System

Founded in 2011, HappyFox is a help desk software that helps teams effectively perform all the essential functions of a good ticketing system. This includes:

Assigning incoming emails to the right team members

Categorizing tickets based on their type, status, or priority

Automating repeatable tasks like changing the status of emails

Round-robin ticket assignments, SLA management, and more.

It also lets you measure key metrics like:

First response time

Time spent on tickets by staff, and more

Despite its extensive feature set, HappyFox's rather simple and intuitive interface makes it a preferred email ticketing system for medium—to large-scale organizations.

15. LiveAgent: The Universal Email Ticketing System

LiveAgent offers teams an advanced email ticketing solution with a universal inbox and a hybrid ticket stream. With the universal inbox, team members can perform basic ticketing system functions such as:

Organizing

Assigning

Resolving customer tickets from a common dashboard

With the hybrid ticket stream, teams can follow up on customers’ ticket resolution journeys across multiple channels. Like most popular email ticketing systems, LiveAgent helps teams automate repetitive tasks. This email ticketing software also offers features like:

Canned responses for common customer issues

Automated ticket routing

SLA management and more.

16. Intercom: The Email Ticketing System for Engaging Customers

Intercom’s ticketing platform, the Engagement OS, enables teams to collect, track and route customer queries easily. The platform has essential features for support teams to organize their workload and resolve tickets via seamless collaboration.

It also has a ‘Messenger’ feature, which combines different apps in one window to perform various actions, such as finding an answer in the knowledge base or starting a conversation.

17. HelpCrunch: The Email Ticketing System for Sales and Marketing Teams

HelpCrunch’s email ticketing software enables teams to manage multiple shared inboxes. With HelpCrunch, teams can easily streamline tickets and also use advanced features, such as team productivity analytics and detailed customer profiles. Tickets can be streamlined by tagging, assigning, and merging customer conversations.

Apart from customer support, even sales and marketing teams can use HelpCrunch. For instance, marketing teams can use email marketing campaign builders and lead generation solutions.

18. ProProfsDesk: The Customizable Email Ticketing System

ProProfs Desk is a customer support and email ticketing system software designed to streamline communication and collaboration between businesses and customers. ProProfs Desk can be customized to meet the specific needs of different businesses and can be integrated with other popular tools such as:

Slack

Salesforce

Zapier

The software is cloud-based, meaning users can access it from anywhere with an internet connection. ProProfs Desk aims to help businesses provide fast, efficient, and personalized customer support while reducing costs and increasing productivity.

19. TeamSupport: The Email Ticketing System for B2B Support

TeamSupport offers email-based ticket management software that allows agents to view and manage customer conversations in a web-based help desk interface. TeamSupport provides customization options for routing, escalation, and resolution ticketing rules.

TeamSupport enables businesses to automate repetitive tasks and set up rules that prompt agents to follow up on tickets, too. Higher-tier plans also include:

Pre-built analytics dashboards

Knowledge bases

Customer self-service portals

20. Kayako: The Email Ticketing System for Small Teams

Kayako is a cloud-based help desk software that helps companies manage customer service and support departments. It allows support teams to manage conversations across multiple channels, such as:

Live chat

Facebook

Twitter

Key features:

SingleView brings every customer interaction with your business into the help desk support ticketing system.

Canned responses provide predetermined replies to common questions, allowing reps to respond promptly to a high volume of questions.

Smart routing prevents multiple agents from responding to the same ticket by automatically combining all of a customer’s inquiries and routing them to one designated representative.

21. Microsoft Dynamics: The Email Ticketing System With Business Application Integrations

Microsoft Dynamics 365 is a cloud-based collection of business applications that helps companies improve operational efficiency and control costs. It's designed to:

Assist businesses in building sustainable operations

Gathering valuable insights

Fostering improved customer relationships

Key features:

AI-based routing classifies issues and assigns them to the best-suited agent to increase first-contact resolution (FCR) rates.

Intelligent, conversational, and generative AI-driven chatbots can resolve customer issues in real time.

Forecast reports allow organizations to plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume.

Pros

Offers over 1,000 prebuilt flows and the ability to add custom data connectors to your ecosystem to eliminate manual processes where applicable.

Easy to detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.

Support teams can effectively communicate with customers in the language of their choice using real-time translation

22. Gorgias: The Email Ticketing System for Ecommerce Businesses

Gorgias is a customer support platform that includes a ticketing system for ecommerce businesses. It emphasizes a set of features aimed at online retail companies and one of its biggest draws is its deep integration with the ecommerce platform Shopify.

Key features:

AI-driven workflows help manage manual workloads by empowering teams to set rules to automatically prioritize and route tickets.

Fast-loading chat widget enables teams to interact with users directly from their website and automatically answer their questions with generative AI before they become tickets.

Revenue tracking serves to help monitor the impact of customer support efforts on sales

Pros:

Centralizes all information like previous conversations, orders, reviews, and subscription details for enhanced context.

Easily personalize responses with templates and custom ecommerce variables.

Robust omnichannel capacity allows teams to connect with users through email, live chat, social media, SMS, and more

Help Scout vs Zendesk

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Use ChatBees’ AI Customer Support Software to 10x Customer Support Operations

ChatBees optimizes RAG for internal operations like customer support, employee support, etc. with our AI customer support software, with the most accurate response and easily integrating into their workflows in a low-code, no-code manner.

ChatBees' agentic framework automatically chooses the best strategy to improve the quality of responses for these use cases. This improves predictability and accuracy, enabling these operations teams to handle a higher volume of queries. No DevOps is required to deploy and maintain the service.