Top 27 Ticketing Management System Tools and Software (2024)

Oct 2, 2024

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Top 27 Ticketing Management System Tools and Software (2024)

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Picture this: your company is just about to host a huge event. You've sold thousands of tickets, and excitement is building. But a day before the event, you realize you cannot track all those ticket holders. What's worse, customers are reaching out with questions, and you can’t figure out how to manage them. The big day will be a disaster if you don’t get your act together. Many businesses face similar challenges when organizing ticket sales and managing customer inquiries with HubSpot help desk software. Fortunately, a ticketing management system can help you avoid chaos, streamline processes, and improve customer experience.

This article will offer valuable insights to help you find your business's most effective ticketing management system. ChatBees’ AI customer support can help you achieve your goals by streamlining ticketing management processes so you can improve efficiency and enhance overall customer satisfaction.

What Is a Ticketing Management System?

A ticketing management system is a digital tool that efficiently gathers customer information and organizes inquiries, issues, and service requests. It aims to streamline the customer support workflow by converting requests into tickets, which can be tracked and resolved quickly.

Centralize and Manage Customer Inquiries with Ticketing Systems

When customers reach out for support, they might have questions or issues about your products or services. With a ticketing management system, these incoming requests can be organized into manageable tickets. Each ticket contains all the relevant data about the customer and their query. This allows support teams to solve incoming requests faster and more effectively, ultimately improving the customer experience.

Here are the 10 must-have features you should look for in your ticket management system:

1. Multi-Channel Accessibility

It’s no secret that we live in a hyperconnected society. Streamlining your customer support efforts across multiple platforms is more critical than ever. By offering diverse contact channels, you allow users to pick whichever they feel more comfortable with. This freedom of choice results in a better experience that benefits both sides.

Because of this, a good ticket management solution ought to be able to track and manage requests from multiple channels. As of today, phone and email are the two largest support channels, followed by live chat.

Prioritize Essential Communication Channels

Despite its popularity, social media networks are still far behind these three main communication lines, but there’s no doubt they will grow significantly shortly. Choosing a system that supports these types of communications and merges them into one clean, ordered line of tickets will have a major impact on your customer success results.

2. Support for Multiple Languages

There are no such things as geographic borders in the online world, and there is no point in creating them yourself by using a ticketing system that supports only one language. It’s not just about being understood but about offering your customers the best possible experience.

Prioritize Multilingual Support for Customer Satisfaction

Speaking their language is the first step towards a loyal relationship. Even if Google Translate is just two clicks away, users look for brands that go the extra mile. The only thing you should expect from customers is to reach out. The rest of the efforts depend on you and the capability of your ticket management system to support multiple idioms.

Choose Multilingual Ticket Management

Don’t need multilingual support at the moment? Think ahead. Most online businesses require at least two languages to serve their users properly. Why choose a monolinguistic ticket management solution to go through the whole process again in just a few years at best? Make the right decision, and choose it now.

3. Full Customization

Your ticket management system should be fully integrated into your brand. That is, it should look, act, and feel the same as the rest of your online presence. This is especially important from a user experience point of view. Customers don’t want to feel your business didn’t put enough effort into the platform that gives them a voice. Because of this, you should stay away from systems that cannot be personalized.

Leverage Templates for Efficiency and Consistency

Ideally, start the process with a template. By doing so, you will save a lot of time and effort. Simply customize the colors and style to fit your brand, and you’re good to go. A good ticket management solution should also include customizable email templates. Again, this will help you create a cohesive brand with minimal requirements. The impact is also huge for you and your team, as the better the navigation (and more pleasant the layout of your system), the more efficient your workflow will be.

4. Workflow Automation

This feature is an absolute must. Regardless of the industry, your business needs a ticket management system that works with rule engines. These allow you to create automation rules to assign new tasks. For example, you can use them to send alerts when tickets become overdue or create a filter system based on keywords. It eliminates the delay between receiving a customer request and getting it to the right person.

Automate Repetitive Tasks for Efficiency and Accuracy

Automating repetitive tasks will significantly reduce the time required to serve each user and the number of potential mistakes. Workflow automation reduces agent demands and results in a better customer experience.

5. Personalized Ticket Pages

Each person is unique, and so are their needs and demands. Customers also expect businesses to know their preferences beforehand, especially if they have already contacted your support team. The more you know about each customer, the better the service you can provide.

Leverage Personalized Ticket Pages for Enhanced Customer Service

Before ticket management systems, this was nearly impossible. Now, it is a complete necessity. This is where personalized ticket pages come in. When a new query is created, agents can access the entire ticket history of the user, from issues they had in the past to how they were or are being handled. Not having to ask the same question twice will save time and nurture your customer base's loyalty.

Utilize Device Data Logs for Efficient Troubleshooting

Some ticket management systems now offer a device data log feature for better results. This collects information about the device, browser, and Internet service provider. The device data log is especially valuable for businesses whose service depends on the customer's Internet access. For them, having this information in advance will significantly reduce the number of basic questions agents will need to ask before being able to serve the user properly.

6. Ticket Categories and Tags

So much happens from the moment a query is created to the moment it is solved:

Moving them around

Merging them

Searching for issues

Assigning them to different agents

The only way to keep track without losing your mind is by labeling each ticket and processing it accordingly. Doing so will enable agents to rapidly understand the status of each request and the steps that need to be taken. Systems that allow for advanced filtering enable rapid search by:

Issue

Status

Department

Type of request

7. Knowledge-Base

A comprehensive knowledge base is the backbone of a vital customer support service. Offering quick answers through a searchable content database will result in happier customers and fewer support requests. Industry research shows that 45% of companies offering web or mobile self-service reported an increase in their website traffic and a reduction in their phone inquiries.

Prioritize Portal Accessibility and Ticket Deflection

This portal is also a key piece of any ticket management solution. As such, it should be easily accessible from within the system. Having ticket deflection capabilities can save your team a significant amount of time. Even more so, a platform with smart suggestion capabilities may save you the hassle of searching for relevant content, especially when dealing with the most common issues and requests.

8. Team Empowerment

A good ticket management system should benefit your team first and foremost. No matter how great the system is, it just won’t work without a strong team behind it. This platform should significantly reduce the effort required to answer a ticket and provide tools to improve team communication.

Maximize Team Efficiency with Comprehensive Features

The number of features your team can benefit from is almost unlimited. From basic ones like assigning tickets to groups or individuals to more advanced features such as adding internal notes to discussions for future reference, managers should be able to track the team’s individual and collective performance and create announcements that can easily be sent out to the whole team.

9. Reporting Tools

The first step to improvement is knowing what needs improvement. This is why insights are one of the most important features of a good ticket management system. Based on the requests you receive, insights will allow you to see what customers are looking for, how they are being answered, and how your team is performing as a whole.

Harness Customer Insights for Data-Driven Decision Making

This information is priceless and will be the source of every move your support department makes. Consider the next articles published on your knowledge base, for example. And which category to train your new agents in. And the need for a new cross-team workflow.

10. Customer Experience Oriented

The optimal ticket management system should allow you to improve your customers’ complete experience. It’s not just about offering them the correct answers but being with them every step of the way and ensuring they receive what they need comfortably and quickly.

10 Key Benefits of Adopting a Ticketing Management System

1. Organize High Volumes of Requests in a Centralized System

A support ticket system helps businesses organize and catalog all incoming support queries. This advantage is especially critical for companies having to deal with high volumes of requests.

Not only does it enable agents to easily manage support cases, but it also makes it far less likely that some customer requests will go unanswered/unresolved. Besides, since tickets can be prioritized, the agents can determine which requests should be answered first. Therefore, they don’t have to worry about solving all queries simultaneously.

2. Consolidate Interactions Into One Thread

Ticketing systems are designed to function seamlessly in today’s multi-channel environment. If you offer support to your customers through several different channels, ticketing software can help your team consolidate all customer communications into one unified thread.

Centralize Conversations for a Unified View

If a case involves a Facebook ticket, a call, and an email, you can link them all together in one thread. That means your customers can use their preferred channel or even change channels while resolving an issue. The interactions will always be logged in the same place. Even if the customer works with a different agent, all communication will be stored in the original ticket.

3. Maintain Customer Service Standards

Many ticketing systems allow you to incorporate Service Level Agreements (SLAs). SLAs help set clear expectations for customers, providing clarity about when they can expect to receive a response. In addition, SLAs help your support team, giving them goals to work towards. Thus, they ensure your support reps always meet the agreed service targets and maintain high service standards.

4. Context of Previous Customer Communications

Microsoft’s survey found that more than 75% of consumers expect service reps to have visibility into previous interactions and purchases. However, nearly half of those surveyed said; agents rarely or only occasionally have the context to effectively and efficiently solve their issue.

Using a ticketing system, agents have access to the records of past interactions with every customer. Therefore, they always have all the information they need to provide a seamless service experience. There is no need to ask customers the same questions multiple times.

5. Improved Communication with Customers

With all interactions limited to one shared location, ticket management systems make it easier for customers and service agents to communicate. Customers can access the ticket through their email inbox and continue interacting with the agent responsible for handling their request.

When another rep needs to continue the conversation, they will have all the history of previous interactions at hand. Thus, they will be able to deliver a consistent and personalized experience to that customer.

6. Easy and Efficient Team Collaboration

Ticketing systems promote greater cooperation between the members of your customer support team using several collaboration features such as:

Transferring and escalating tickets to senior team members

Internal messaging capabilities

Adding private notes to tickets that are visible only to agents

The shared visibility provided by ticket management systems allows multiple agents to work seamlessly on the same case or exchange critical information, which can help resolve issues faster.

7. Automated Processes and Workload Management

The automation opportunities provided by ticketing systems are enormous. Firstly, the service desk software gathers support requests from multiple sources and automates ticket creation. A ticket is created automatically every time a customer raises a query using a support channel of their choice.

Automate Ticket Distribution and Prioritization

The tickets are then distributed and assigned to the appropriate departments and agents based on agent workload, expertise, or other pre-defined parameters. Automation also makes it easier to prioritize tickets according to specific set rules and define the order in which tickets are addressed to ensure a timely and efficient resolution.

8. Increased Agent Efficiency and Productivity

Because of the level of organization and automatization ticketing systems bring, the agents can work on the cases matching their level of expertise and always know which requests need to be resolved first based on ticket priorities.

Enhance Agent Performance and Improve Ticket Resolution

Improved agent efficiency/productivity, less room for human error, and faster ticket response times. In case of complicated issues, agents can effectively collaborate, which also leads to quicker ticket resolution. To further improve your agents’ performance, consider introducing them to ticketing practices that ensure they can uphold the highest quality of service with each interaction.

9. Track Valuable Service Metrics and KPIs

Online ticketing systems typically have built-in reporting possibilities that allow tracking various customer service metrics/KPIs. Those could include:

Channel usage

Ticket volume

Ticket resolution time

First reply time

SLA compliance

Agent activity

Productivity

These metrics form the foundation for measuring your overall customer service performance and efficiency and provide valuable insights into where you need to optimize your service operations.

10. Improved Customer Satisfaction

Another benefit of the ticketing system is improved customer satisfaction. When the ticket backlog is reduced, agents are able to prioritize, collaborate, and resolve requests faster effectively. When interactions are professional and personalized, allowing customers to enjoy a better service experience, overall customer satisfaction will eventually increase.

Optimize Internal Operations with ChatBees' AI

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

AI-Powered Optimization for Improved Accuracy and Efficiency

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.

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

Ticket Deflection

Reduce Support Tickets

Automate Support

Scaling Customer Support

Ticket Analysis

Ticket Queue Management

Steps in the Ticketing Management Process

Submitting a Request: Where It All Begins

Customers should be able to submit a ticket through various channels, including:

Phone

Chat

Social media

The ticket contains essential information, such as the customer’s name, contact details, and the nature of the issue. Be approachable and let your recipients choose their favorite touchpoint.

Assigning to an Agent: Getting the Right Expert on the Case

Once a ticket is submitted, the support ticket system (for example, HelpDesk) automatically assigns it to an agent from a specific department. When assigning the case, the agent’s expertise and workload should always be considered.

Reviewing the Content: Understanding the Customer’s Needs

The agent reviews the ticket’s content to understand the customer’s issue and requirements, ensuring they have all the necessary information to address the problem effectively.

Gathering Information: Investigating the Issue

Next, the agent investigates and collects more data to resolve the request. They answer any questions and meticulously update the ticket status details in the desk system. More importantly, customer service reps should document all interactions for other fellow agents so they can use the gathered knowledge to properly approach the end user and know what to do or avoid to keep them satisfied.

Passing on the Customer Case: Ensuring No Ticket Goes Unresolved

If the agent cannot resolve the ticket, they may escalate it to another team or expert to ensure the best possible outcome. The escalation process ensures that no issue is left unresolved and that the customer receives the necessary guidance.

Answering with the Solution: Communicating with the Customer

The agent communicates with the customer, bringing a solution or addressing their concerns. This step may involve exchanging multiple messages to drive the resolution process.

Asking for Feedback: Closing the Loop

When the customer is satisfied with the solution provided, the agent can close the ticket and ask for feedback on the support experience. Feedback can then be used to improve the overall process.

Capturing Team Performance Information: Improving Future Responses

Managers can use data from the ticket management system to evaluate the support team’s performance. Metrics such as ticket volume, response time, and resolution time can help identify areas of improvement or ensure the team is meeting service level agreements (SLAs).

Hubspot Help Desk

Service Hub Hubspot

Hubspot Ticketing System

Ticketing Tools

Hubspot Operations Hub

Hubspot Notion Integration

Hubspot Tickets

Call Center Ticketing System

Best Ticketing Apps

Top 27 Ticketing Management System Software (2024)

1. ChatBees

ChatBees optimizes retrieval-augmented generation (RAG) for internal operations with its AI customer support software. It enhances various support functions, including:

Customer support: Delivers highly accurate responses and integrates seamlessly into existing workflows.

Employee support: Facilitates quick access to information and resources with minimal setup.

Key features include:

Low-code/no-code integration for easy deployment.

An agentic framework that automatically selects the best strategy to improve response quality.

Improved accuracy and predictability, enabling teams to handle more queries.

No DevOps required for deployment and maintenance.

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

2. Zendesk

Zendesk offers an AI-powered ticketing system that can scale to growing business demands and adapt to any use case, including:

Customer service

It is also intuitively designed for ease of use to maximize efficiency. Pre-trained on billions of real support conversations, Zendesk AI is deeply integrated into all aspects of the ticketing system, including the industry-leading Zendesk Agent Workspace. This unified view empowers agents to resolve issues across channels efficiently, providing them with AI-powered tools to enhance the speed and quality of their replies.

For example, the Zendesk agent copilot provides real-time suggestions, helping agents resolve customer issues more effectively. It learns from interactions, becoming increasingly autonomous in handling high-volume, routine tasks like order cancellations and status updates without human intervention.

3. Zoho Desk

Zoho Desk’s ticket management system helps customer-facing support teams track requests. It offers omnichannel support, allowing customers to connect with:

Agents via email

Social media

Live chat

Telephony

Web form

Social messaging apps

Zoho Desk supports third-party apps and integrates easiest with its suite of native products. Add-ons include:

Zoho Translate

BugTracker

Cliq

These tools help ffill gaps in Zoho Desk functionality. Collaboration tools to enhance teamwork:

Team feeds

@mentions

Shared tickets

These tools allow support agents to collaborate effectively, reducing the need for transfers and escalations. Teams can also manage service level agreements within Zoho Desk, so customer support adheres to agreed-upon response times. Zia, Zoho Desk’s AI assistant, provides features like:

Sentiment analysis

Anomaly detection

Automated responses

4. Freshdesk

Freshdesk offers an AI-powered helpdesk ticket system that helps teams manage and resolve customer requests. The software consolidates all communications into a shared inbox so teams can tag and work on tickets together. Collision detection can prevent multiple agents from unknowingly working on the same ticket.

Freshdesk can automatically convert incoming customer support requests into tickets and route them to the right team or agent. It allows you to automate tasks like outbound ticket notifications with:

Status updates

Auto triage

Hourly ticket scans to check for action items

The ticketing system can detect when a customer replies to a closed ticket with a thank you message to avoid unnecessarily reopening it. However, Freshdesk has been described as having limited analytics and requires data to be exported in PDF formats. It also uses different interfaces for:

Ticketing

Phone

Chat

This means agents must toggle between each app instead of working from a centralized workspace, creating a disjointed experience for agents.

5. HappyFox

HappyFox is a cloud-based CRM that provides help desk ticketing solutions for support teams. Features include:

Custom ticket queues

Ticket tagging

Custom forms

Sorting functions by category

Self-service options like knowledge base articles and FAQs

The ticketing system can automatically assign tickets to specific agents based on expertise or workload, preventing more than one agent from duplicating work on the same ticket. The software allows for automated actions based on predefined rules.

Automate Routine Tasks and Streamline Workflows

For instance, HappyFox can automatically send an email confirmation upon receiving a ticket or route specific inquiries to the most appropriate department. Other capabilities include applying bulk actions to related tickets, search and filter options to find tickets quickly, and prewritten replies for immediate communication with the customer.

6. Help Scout

Help Scout provides ticket management tools for support teams. Its shared inboxes allow teams to collaborate on issues and manage customer requests from a centralized location. Users can respond to customers with customizable pre-written templates, best for answering frequently asked questions.

Proactive messaging enables businesses to contact customers at specific points in their journey, like directing them to the next steps during onboarding. Help Scout AI tools can summarize long email threads, condensing the context for support agents. AI can draft replies for agents that pull information from knowledge-base articles and previous conversations.

7. LiveAgent

LiveAgent’s ticketing system for customer service provides a universal inbox for channels like email, social media, and phone. Users can merge tickets that refer to the same issue into one ticket. Or, users can split a complicated ticket so multiple people can work on different action items simultaneously.

LiveAgent’s help desk ticketing system has native integrations for several apps support teams commonly use. Other features from LiveAgent include:

Basic reporting

Agent collision detection

A seven-day ticket history

Users can also set time rules that perform actions at specific intervals, like clearing spam tickets after 30 days or sending follow-up messages to no-replies. LiveAgent also has live chat features like:

A real-time typing view

Website monitoring for chat engagement

Proactive chat invitations based on active agent availability

The help desk ticket system automatically converts messages from live chat into support tickets and features internal tickets and notes to help with collaboration. Agents can pause routing tickets to them when they take breaks.

8. KB Support

KB Support is a WordPress-friendly help desk ticket system for managing support requests and information access. Commonly used in the e-commerce and retail industry, KB Support’s ticketing system for small businesses offers guest tickets that allow anyone to submit inquiries without needing an account.

This basic ticketing system has customizable forms that gather specific details from customers. It also features extensions for:

Custom email signatures

Reply approvals

Custom ticket statuses

Preset replies

WooCommerce integration

Managers can also control access to tickets by setting agent permissions. Aside from its ticketing features, KB Support also has a built-in knowledge base you can use to provide self-service options for your customers. You can even restrict certain articles for logged-in users only. Automated ticket assignment allows managers to control agent workloads based on the number of tickets already in their name. The SLA tracker lets teams monitor response times and resolution rates.

9. Vision Helpdesk

Vision Helpdesk is a cloud-based help desk ticketing system. It enables teams to automate ticket management with rule-based criteria and consolidate conversations across channels. The software categorizes tickets in a tree structure and allows users to create custom views to meet agent preferences.

Vision Helpdesk users can establish rules to manage various aspects of the ticket lifecycle, such as:

Defining SLAs and setting target response

Resolution time frames

Businesses can automate escalation rules to trigger specific actions, such as:

Notifying managers

Changing ticket priority

Ticket assignment can also be automated using a round-robin method, distributing the workload evenly among support agents. The software incorporates game-like elements such as:

Points

Badges

Leaderboards to incentivize agent performance

Empower Customers with Feedback and Self-Help

Ticket rating can contribute to this by allowing customers to provide feedback on their support experience by reporting the quality of the interaction with the agent who resolved their ticket. As an alternative to creating a ticket, the software provides self-service features like community forums, allowing customers to connect and share knowledge.

10. HubSpot Service Hub

HubSpot provides customer ticket system software through its Service Hub product. In addition to providing help desk functionality, Service Hub helps customer service agents:

Prioritize tickets

Automate workflows

Provide support across different service channels

HubSpot is powered by its CRM database, adding:

Customer history

Product details

Preferences

More to tickets

Its ticketing tools also feature:

Conversational bots

Live chat messaging

Customer self-service portals

Businesses can change the portal to match brand guidelines like:

Colors

Logos

Fonts

Agents can also use the call tracking software to remind them when they need to make or follow up on a call, plus log the outcomes of their conversations. The software offers native integrations with its line of HubSpot products and hosts a marketplace of third-party integrations.

The mobile app allows users to access support tickets while away from their desks, allowing them to monitor social media and SLAs.

HubSpot does offer a limited free plan with:

A support ticket system

Custom fields

Shared inboxes

Reporting

Other CRM features

11. Front

Through its shared email inbox, Front’s help desk ticket systems connect your customer service team. Many companies, from startups to e-commerce and SaaS businesses, use Front to manage their customers’ experience. Its automated workflows let companies to prioritize and manage conversations and tickets across all channels, including:

Chat

Social media

The shared inbox lets multiple agents work together in the same inbox so inquiries can be addressed and handed off between team members. Front allows agents to collaborate on tickets before responding to customers.

The software features a shared draft tool that lets the entire team monitor a ticket’s progress throughout its lifecycle, even when the ticket gets assigned to a single agent. Teams can save:

Pre-written templates

Responses

Greetings to promote consistent customer messaging

Automate Ticket Handling and Build Custom Integrations

AI can summarize tickets for agents and write responses. Front has several pre-built integrations, allowing developers to build their own to serve unique team needs. These custom integrations also have the option to be shared publicly with the Front community.

12. AzureDesk

The AzureDesk help desk ticketing system features:

Reporting and Analytics

Ticket Management

Knowledge-base Management

Email-to-ticket conversion

Centralize Email Support and Enhance Ticket Management

The system allows you to use unlimited email addresses, so users can convert emails from any address into support tickets. Agents can create unique signatures that are automatically added to emails. It helps agents with ticketing support, allowing your teams to categorize issues and route tickets.

The system offers features like assigning tickets to specific agents based on expertise or workload and prioritizing urgent issues. Agents can discuss solutions and share images without involving the customer through private notes.

Organize and Search Tickets Efficiently with Internal Tags

Internal tags allow agents to categorize tickets with relevant keywords to filter within the system later. The search function can pull results from customer and agent comments. AzureDesk incorporates a self-service portal and knowledge base so customers can find solutions themselves in:

Articles,

FAQs

Troubleshooting guides

The software also offers reporting tools that provide valuable insights into:

Team performance

Customer satisfaction metrics

Overall support effectiveness

The software also supports pre-built and third-party customer service integrations and apps.

13. SupportBee

SupportBee’s ticketing system software can help customer service teams manage issues and ticketing processes. SupportBee’s centralized workspace facilitates multichannel support and enables agents to collaborate and assign ticket requests. It works like a shared email inbox that automates workflows and allows private comments.

It also has a private inbox view so individual agents can see their action items. The SupportBee customer portal allows customers to:

Submit and track their support requests

View past conversations

Access relevant knowledge base articles

Encryption tools, role-based access controls, and two-factor authentication protect their data. The software includes an audit trail that tracks all actions taken within the ticketing system, creating a chronological record of every message sent, edited, or deleted.

Streamline Ticket Management

SupportBee’s ticket management software includes unlimited tickets and inboxes. Agents can insert common information into their replies using snippets or pre-written text. Reporting features offer ticket insights and metrics on agent production and efficiency.

SupportBee supports integrations with third-party applications, enabling you to customize your workflow, project management, and notification capabilities.

14. Awesome Support

Awesome Support is a customer support ticketing system plugin for WordPress. It logs interactions so agents can view the complete ticket history. Users can set up triggers that automatically email ticket updates to customers. Users can also configure ticket automation to assign and route tickets to the right agent to handle a request.

Offer Flexible Support Options and Notifications

Businesses can set up paid support contracts. If customers exceed their ticket allowance, the system directs them to purchase additional support. The notification system can alert agents when new tickets are assigned or when agents reply. Customers can also opt-in for email notifications about the status of their tickets.

Customize Ticket Management

Awesome Support also allows translating content to localize it for different customer segments. The ticketing software features ticket forms with customizable fields that allow you to display the key information your agents need to support the customer. Awesome Support offers a free version with limited features, customizable plans, and a library of add-ons so you can tailor your ticketing system.

15. TeamSupport

TeamSupport is a customer support ticketing software solution for companies serving B2B technology customers. In addition to functioning as a ticketing management system, TeamSupport has reporting and analytics features, including pre-built analytics. Teams can use the Customer Distress Index to evaluate if a customer is satisfied or at risk of churning. Plus, teams can send customer satisfaction surveys to follow up after tickets have closed.

Customize Your Ticket Page and Streamline Communication

The ticketing tool lets you create your basic ticket management page with customizable fields. The software’s omnichannel functionality also allows agents to develop customer call logs and auto-direct voicemails to tickets.

Enhance Efficiency with AI-Powered Features

AI can summarize issues into bullet points and adjust the tone of a response, making it more conversational or professional. TeamSupport also offers external and internal knowledge base functionality and a customer forum. The software also has features like:

Automatic knowledge base article suggestions relevant to a customer’s issue

A product database that tracks customer data and product records to gain insights

16. Jira Service Management

Jira Service Management features ticketing software that helps teams meet specific business needs. Jira provides teams with the following:

Pre-built templates

Ticket tools

Automation options that work right out of the box

Employees can use responsive forms that only include relevant fields based on previous inputs. A single view allows teams to keep track of customer requests and conversations across communication channels. In addition to traditional request tickets, teams can also manage:

Incidents

Problems

System changes

For instance, teams can:

Receive change requests

Send them through approval workflows

Create change plans

Schedule them in a shared calendar

Streamline Project Management

Jira also provides automated risk assessments that gauge low and high-risk changes so teams can properly assess their potential impact. Jira’s ticket system software also enables you to build and manage a knowledge base. The reporting software surfaces metrics for managers, while automation options help eliminate repetitive tasks.

The system can passively monitor IT networks and alert agents when communication gaps occur. Jira offers integrations so teams can:

Handle tickets

Collaborate

Manage tasks and product development in one place

17. Mojo Helpdesk

The Mojo Helpdesk ticket system centralized communication and automated workflows for employees and customers. Mojo keeps teams organized by allowing them to automate ticket routing and tagging when a new request comes in. Teams can also merge, track, and assign tickets in a round-robin fashion.

Enhance Efficiency with Automation and Self-Service

Managers can set rules to escalate tickets when the issue calls for it automatically. They can also restrict agents to specific ticket queues. The customizable knowledge base provides customers with self-service options. The system can suggest knowledge-based articles based on the problem mentioned in the ticket.

Companies that subscribe to the Business plan can add a private knowledge base for employees to:

Reference FAQs

How-to articles

Many more

Centralize Ticket Management and Improve Efficiency

Mojo’s ticket software also features a centralized inbox that gives agents a view of customer information. Users can configure autoresponders and reminders to help agents manage requests. The Enterprise plan allows teams to test new help desk configurations in a sandbox before going live.

18. Hiver

Hiver’s email ticketing tools help agents handle ticket requests from customers and employees. Hiver’s shared inbox allows your support teams to track tickets from end to end and includes internal notes that enable agents to collaborate in one place.

Due to collision detection, agents can:

Share email drafts

Incorporate approval workflows

Avoid ticket duplication

The ticket tools feature shared labels that let users categorize and share emails with the entire team. Hiver’s ticketing solution also offers automation options, like automatically:

Responding to emails

Removing junk emails from the queue

Routing tickets based on availability and workload

For instance, if an email contains the word “bill,” automation can automatically route it directly to the finance department. Round-robin and skills-based ticket distribution are available, too. Analytics and reporting features allow management to track key metrics and gather actionable insights. Users can:

Separate reports into conversation, user, and tag data

Create custom reports

Hiver also includes SLAs to ensure timely issue handling. SLA reports allow teams to monitor violations that account for working hours to maintain accuracy.

19. IssueTrak

Issuetrak is a customer service ticketing software that assists businesses in managing and tracking:

Issues

Tasks

Processes

Designed to support help desks, customer support, complaint management, change management, and issue tracking functions, this tool allows for the submission of tickets through multiple channels, including:

Web forms

Direct entry into the system

Centralize and Manage Customer Inquiries with Issuetrak

Issuetrak is designed to assist organizations in efficiently managing and resolving customer inquiries and issues. The software allows easy ticket submission from various channels, providing a centralized hub for tracking and managing these tickets. It then automates ticket assignment to the appropriate team members and facilitates task collaboration.

20. Salesforce Service Cloud

Salesforce Service Cloud provides companies with various customer service tools that enable their support teams and agents to accept and manage tickets, create cases, and track them as they go through the pipeline. The software can automatically route service tickets to the appropriate agent based on the issue's category, severity, and complexity. It can also prioritize certain tickets and escalate them to the right support team.

21. NinjaOne

NinjaOne is an IT management platform designed to assist IT teams and Managed Service Providers (MSPs) oversee and maintain their IT environments. It offers a suite of:

Tools for endpoint management

Patch management

Remote monitoring

Helpdesk operations

This positions itself as a top choice for integrated IT management due to its comprehensive and personalized approach to IT operations.

NinjaOne provides a unified endpoint management (UEM) and IT management software solution for businesses and managed service providers (MSPs). The platform also features:

Integrations

Industry-specific solutions

Resources to support IT business growth

A Partner Portal for additional tools and information

22. CoSupport AI

CoSupport AI is an AI business analyst tool that enhances business operations through natural language processing (NLP). The platform offers a range of AI-driven solutions designed to:

Streamline customer support

Improve productivity

Deliver valuable business insights

I like that this platform combines customer service and business intelligence. In the context of customer service ticketing software, the CoSupport Agent supports human customer service teams by generating response suggestions based on customer interactions, which helps boost support productivity.

23. Tidio

Tidio is an all-in-one customer service platform for SMBs and ecommerce

businesses. It offers a simple dashboard with multichannel support to manage conversations from multiple communication channels in a single inbox. On top of that, you can easily:

Segment your visitors

Tag them

Use chatbots for FAQs

Notify your agents of complex queries

24. osTicket Free Ticketing System

osTicket is an open-source ticket system that provides many customization options for the service portal. This means custom fields can sort customer requests and agents can create personalized views to speed up the support process.

25. ProProfs Help Desk

ProProfs uses automation to evenly distribute the number of tickets among team members evenly, encouraging collaboration and increasing the sense of ownership. It’s rich in internal integrations, which makes it an all-around solution for companies that want to increase team productivity and enhance efficiency.

26. Kayako

Kayako’s multichannel ticketing system is simple and easy to use. Its unique feature is “Customer Journey Single View,” which enables your agents to map the context of the query based on all the information it collects about the customers.

27. SpiceWorks

The Spiceworks help desk is purpose-built for IT pros to promote improved internal IT support. It assists in managing tickets, providing omni-channel support, and tracking agents’ performance.

How to Choose the Right Ticketing Management System

Flexible Deployment Options: On-Premises or in the Cloud?

Organizations have unique needs, and your IT ticketing system should be able to accommodate them. For example, ticketing systems can be hosted on-premises or in the cloud. Your business should select a deployment option that aligns with its requirements. Many factors influence these decisions, such as:

Regulatory compliance

IT budgets

Privacy laws

Many organizations worldwide are migrating their on-premises applications to the cloud after the pandemic for ease of access and administration. Therefore, choosing a ticketing solution vendor that offers flexible deployment options and seamless migration plans is essential.

Integrations with Existing Business Applications Are a Must

Your business may rely on several IT and business applications for other enterprise operations. For example, your organization may use Slack or Microsoft Teams as the primary productivity and collaboration solution. In such cases, your IT ticketing system needs to seamlessly integrate with these tools to act as a collaborative channel for your end users and IT technicians.

Native or third-party integrations with ITOM tools help your IT service desk team better manage your organization's:

Network

Servers

Endpoints

IT support technicians can quickly identify the root cause of issues and resolve tickets faster instead of juggling multiple applications.

Compliance with Data Protection Regulations

With several data privacy and security laws being enforced worldwide, organizations need to comply with them in all aspects of their business operations, including IT support and service. Ticketing systems comprise several pieces of personally identifiable information (PII) from employees. Such information must be encrypted and anonymized if the employee leaves the organization.

Thus, a ticketing system needs to offer these critical capabilities and also comply with privacy regulations such as the following:

GDPR

CCPA

LGPD

Set a Budget to Narrow Your Options

It all comes down to money, of course. Setting a budget for your customer service ticket system will help narrow your options. You want to maximize value, meaning you get the most high-quality features for your money.

Invest in a Robust Help Desk Solution for Optimal Customer Service

I think help desk software isn’t the place to cut corners. If ever there was a place to stretch that budget a little, it’s here. Because it’s an essential tool for your team’s ability to satisfy customers. It’s not worth cheating on your help desk software if it means missing out on critical features and creating a bottleneck in your ability to help customers.

That said, it all depends on your needs. You can use many free help desk solutions if your needs are essential.

Consider Scalability for Future Growth

I think it’s critical to choose a customer ticketing software that can grow with your team. Many solutions offer a free tier, which is excellent for smaller teams just starting out. Nevertheless, it’s essential to consider your team’s growth trajectory when selecting the right option. After all, you don’t want to choose help desk software that you’ll need to replace after only a year or two, which will result in lots of lost time in retraining and integrating a new system into your workflow.

Best Practices to Maximize the ROI from Your Support Ticket System

Promote Self-Service Adoption: A No-Brainer for Your IT Help Desk

"The best IT ticket is the one that is not created!" - A wise service desk manager. Fostering self-service adoption in your organization helps end users resolve trivial issues by themselves. By providing ample self-service capabilities, you can reduce the number of L1 tickets created, thereby reducing the ticket load on your IT technicians. This translates to increased productivity and greater availability of support technicians for troubleshooting critical incidents and undertaking IT projects.

To realize the potential benefits of self-service, you need to implement a comprehensive self-service portal with a user-friendly knowledge base. The self-service portal should be accessible from different platforms, such as:

Mobile applications

Tablet computers

Webpages

Automate Repetitive Tasks to Improve Help Desk Efficiency

One way of reducing the turnaround time associated with tickets is to automate repetitive tasks such as:

Categorization

Technician assignment

Approvals

Keeping end users in the loop with automated notifications further enhances the ticket resolution process. They will not badger your technicians with calls or emails or create duplicate tickets. By automating these routine and tedious jobs, you can free up your talent pool to focus on what they do best: resolving tickets.

Keep Tabs on Metrics That Matter

One significant advantage of a ticketing system is the ability to analyze the enormous amount of data generated by tickets. By analyzing IT technicians' KPIs and performance trends, IT administrators can design new strategies or refine the service experience by building on existing ones.

IT service desk teams must also create and trigger periodic user satisfaction surveys to ensure their service management strategies bear fruit. By leveraging the survey data, IT administrators can periodically perform corrective actions. Here's a list of KPIs and metrics that you need to keep tabs on:

Time to resolve tickets

Cost per ticket

First-call resolution rate

Technician productivity

Rate of SLA breaches

Employee satisfaction scores

Rate of reopening of tickets

Tickets resolved using knowledge articles

Tickets are deflected using knowledge articles

Institute Water-Tight SLA Policies

SLAs determine your employee's expectations about service delivery upfront. In addition to enforcing service-level targets, SLAs must provide proper escalation mechanisms in case of SLA violations. We recommend you adopt a proactive escalation process wherein the ticket is assigned to a specialist technician well before the SLA resolution target is violated. This way, your IT service desk can prevent SLA breaches while sustaining employee satisfaction.

Ticket Management Tools

Most Popular Ticketing Systems

Hubspot Autoresponder

Smart Ticketing System

Ticketing Automation

Hubspot Ticket Automation

Helpdesk Integrations

Best Help Desk Tools

Automated Ticket Routing

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