Are you looking for the best ticketing system to raise your customer support to the next level?
This is a perfect guide to the top 23 service management solutions, with brief descriptions of their features and benefits, so you can make an informed decision.
What Are Ticketing Systems
Essentially, a ticketing system is the software solution of a help desk designed to organize and manage customer support requests efficiently.
Such ticket systems ensure that customer inquiries are converted into structured tickets, enabling support staff to track, prioritize, and solve problems in a step-by-step manner.
IT ticketing systems promote business operations, not only customer service, by automating service tasks to optimize resource allocation; in this way, the ticket management system becomes effective.
With so many options available, choosing the right ticketing system can be daunting. To help you navigate this landscape, we’ve compiled a list of the top 23 desk ticketing software tools. Each of these systems offers unique features and benefits, making them suitable for different business needs.
1. Suptask
One of the significant features of Suptask is its customizable workflows, which improve the user experience and streamline ticket management.
This adaptability enables support teams to optimize resource allocation and adjust the system to improve service quality according to their specific requirements. In either case— automating the most common tasks or giving the highest priority to critical issues —Suptask offers the means to ensure that operations proceed efficiently in the department of support.
Suptask is compatible with various communication channels, so support requests from different sources can be easily managed. As a result of this integration, all customer interactions are recorded and responded to without delay, thereby improving the overall efficiency of the support system.
2. Zoho Desk
Zoho Desk is a ticketing system designed to lead customer support through various channels in a fast, efficient way, using support desk software.
It is an omnichannel support tool that enables businesses to handle inquiries via email, chat, phone, and social media in a way that is easy for them and seamless for customers. Such an approach is comprehensive and ensures that customers contact the company through the channel they prefer, thereby improving the support experience.
3. Freshdesk
To boost customer interaction, Freshdesk offers seamless omnichannel support that is both effective and efficient. The significant features are:
- Smart automation that efficiently links the knowledge base and tickets for operations, thereby resolving support tickets quickly and accurately.
- A modern and very attractive interface that appeals even to the user with the least experience.
- The ability to customize the drag-and-drop method with which the user can manipulate the interface and interact with it.
4. Help Scout
Help Scout is the perfect customer support tool, designed to offer a simple, user-friendly platform for easily managing customer interactions.
One of the best features is live chat support, which allows the support team to communicate in real time with customers, thereby improving customer satisfaction and accelerating issue resolution.
The shared inbox feature in Help Scout enables team members to collaborate on customer inquiries, and interactions with customers are smooth. Help Scout also has a knowledge base that helps customers find answers by themselves, and the demand for direct support decreases.
5. HappyFox
HappyFox equips management with a broad range of features to efficiently run support challenges. Through ticket monitoring, managers get a clear picture of the situation, see pending tickets, and even set prioritization rules to ensure that, at the very least, the first things to be dealt with are the most pressing problems. Engendering such thorough control thus optimizes the use of available resources and, at the same time, maintains a high service standard.
HappyFox introduces:
- Customize features like automated responses and ticket forms.
- Working as a cloud-based platform
- Advanced ticket management
- Customer feedback tools that simplify support processes and increase customer satisfaction.
6. ServiceNow: Comprehensive Enterprise-Level Solution
ServiceNow is a single platform on which IT-related requests, issues, and incidents can be managed. Being a full-fledged ITSM platform for enterprise-level operations, ServiceNow has:
- Asset management
- Automatic ticket routing
- Integration capabilities with tools like Slack
- An API for creating cases.
According to users, ServiceNow is a great tool that makes their help desk easier to manage, thereby enhancing organizational efficiency. The combination of its central platform with flawless integration and automating the workflows creates a perfect environment where service requests are dealt with in an expedient and reliable manner 7. Salesforce Service Cloud
The platform leverages AI-driven insights to analyze customer interactions and provide actionable data for improving service. Additionally, Salesforce Service Cloud allows extensive customization options, enabling businesses to tailor the system according to their operational needs.
7. Salesforce Service Cloud
The platform leverages AI-driven insights to analyze customer interactions and provide actionable data for improving service. Additionally, Salesforce Service Cloud allows extensive customization options, enabling businesses to tailor the system according to their operational needs.
8. ProProfs Help Desk
ProProfs Help Desk is equipped with artificial intelligence-driven features that enable support teams to automatically assign tickets, thereby increasing responsiveness and efficiency.
The platform also provides unified customer email handling for better organization and tracking of key performance indicators, and for prompt email replies. ProProfs Help Desk is tailored to simplify the customer support procedures through introducing different innovative-feature-implementation methods, which collectively result in businesses becoming more adept at resolving issues and enhancing the satisfaction of their customers.
9. SolarWinds Service Desk
SolarWinds Service Desk also provides functionalities like ticketing, incident management, and knowledge management. What makes SolarWinds Service Desk extremely useful is a suite of IT asset management functionalities that help streamline internal control over your IT assets.
This function assists in maintaining complete records of assets and, therefore, makes it easier to ensure they are used efficiently. Besides, service desks are very important in the overall support experience.
10. Vision Helpdesk
Vision Helpdesk prioritizes user security through features such as IP restrictions, two-factor authentication, and GDPR compliance. In fact, these security measures play a very important role in maintaining user trust and safeguarding sensitive data in the helpdesk environment.
Additionally, Vision Helpdesk is compatible with Android, iOS, and Windows, collectively allowing extensive mobile app support. In other words, this mobile support is a great usability and accessibility enhancer for users who are always on the move and will surely help teams manage tickets efficiently from anywhere.
11. TeamSupport
TeamSupport is a B2B-centric solution for tracking and managing customer interactions across companies. Main outstanding features of the product include:
- A knowledge base
- Self-service portal for customers
- Integrated live chat
- Workflow automation tools
With these features at the core of customer support operations, the doors to corporate issue-solving are opened wider, and the entire customer experience becomes more effective and satisfying.
12. Deskpro
On-premises deployment is an option Deskpro provides to its clients, giving them greater control over their data and stronger security measures.
This alternative way of implementing the software is specifically designed for organizations that are highly concerned about the privacy of their data and must comply with very strict regulations in that regard. In this way, by having the solutions for the desk software installed on their own servers, these companies can be completely sure that customer information will be securely managed.
13. LiveAgent
LiveAgent has mainly focused on the ticket management system to attract and satisfy its customers.
The platform offers different interaction methods between customers and the company, as well as automation features that simplify support processes. LiveAgent, by connecting multiple communication channels, ensures that no customer query goes unanswered and that customers receive swift answers.
It is through LiveAgent's automation capabilities that one can expect reduced manual work and faster response times. To solve more complex issues, support agents may leverage these tools, thereby enhancing the overall efficiency of the support team —a win-win.
14. AzureDesk
AzureDesk provides a full-fledged support framework that is adaptable to various customer requirements. The feature that probably stands out the most is unlimited mailbox support, with which users can manage an infinite number of email addresses without any problem.
This function enables the entire customer service team to capture customer requests sent to any of the available email addresses and, in turn, solve them quickly.
The software is also equipped with the option to communicate in various languages, thus making it compatible with a customer base of any size worldwide. The multilingual support allows organizations to provide customer care to all their clients, no matter where they are in the world, through a single platform.
15. Mojo Helpdesk
Mojo Helpdesk makes the entire communication process easier by centralizing all incoming queries and their responses on a single platform.
Thus, support becomes simpler and more efficient, and the users are guaranteed that all inquiries have been or will be responded to. The platform is also full of possibilities for automation of the comprehensive workflows connected with support tickets.
Besides the automation features, Mojo Helpdesk has a customizable knowledge base. This is an instrument that allows companies to prepare customer documentation in a style that suits them, thus solving the problem of the user self-service capabilities.
16. Hiver
Hiver simplifies customer email queries through its email-based ticket system that can be handled directly from the customer's email. In this way, the drawback of having to go to a separate interface of the ticketing system is circumvented.
Support teams are enabled to handle tickets and reply to customers by means of their current email platform.
Moreover, Hiver includes SLA management features that help companies effectively fulfill their service requirements. The conjunction of these features positions Hiver as a valuable tool in support operations management.
17. SupportBee
SupportBee is firmly attributed to have an interface that is easy to handle, hence great productivity of the support staff is a natural outcome.
This platform is designed for robust multichannel support, enabling the integration of various communication channels, including email, chat, and phone. The integration, coupled with interaction capture, ensures that all customer engagements are recorded and managed with ease.
SupportBee also includes a help portal where users can easily register and track their support requests. The portal opens the way for customers to view the status of their requests, thus giving them greater confidence and satisfaction.
18. Awesome Support
Fantastic Support provides excellent WordPress compatibility, allowing seamless integration with existing WordPress websites.
This compatibility makes it an ideal choice for businesses that use WordPress as their primary platform. Excellent Support also includes desk solutions and robust automation features that enhance ticket management efficiency.
The automation in Awesome Support streamlines ticket routing, ensuring faster responses to customer inquiries. Additionally, the ticket forms in Awesome Support can be customized to fit specific business needs, enhancing user experience and satisfaction.
19. Front
Front enables:
- An integrated mailbox that makes helpdesk staff more collaborative and thus more efficient in handling customer inquiries and support tickets.
- Recognition to all team members of the customer relations through which the coordination and the response time are improved.
- Automated operations that ease support processes by eliminating repetitive tasks, thus enabling teams to focus on complex issue solving.
20. KB Support
KB Support presents a proposition that is only an excellent fit for small businesses; therefore, teams with fewer personnel can use it effectively and efficiently.
The platform is packed with features for ticket management that allow small businesses to optimize their support processes effectively. By providing tools for support request management, KB Support helps small businesses become the best service providers to their customers.
21. HubSpot Service Hub
HubSpot Service Hub's customer portal and self-service portals enable users to track their requests very efficiently.
Thanks to this portal, customers receive complete transparency regarding the status of their requests, thus their satisfaction is improved. HubSpot Service Hub provides a full range of tools designed to improve customer support quality and make the company's processes more efficient.
22. Sysaid
SysAid provides a powerful ITSM ticketing solution. The package includes features for ticketing, asset management, and self-service. The platform offers a myriad of functions. These are reporting, remote help, automation, and integration with the knowledge base. SysAid is very popular for its clean and friendly user interface. Also, it has customizable dashboards for an even better user experience.
Some of the main features of SysAid are:
- IT asset discovery
- Problem management
- Change control
- A self-service portal
23. Samanage
Samanage is an IT service management software that comprises ticketing, asset management, and a self-service portal. The tool comes with a customer-friendly UI. Additionally, it is equipped with automation capabilities and supports integration with other tools. The program's primary features amount to reporting and a knowledge base. Moreover, it can manage incidents and change management.
Samanage provides the following features:
- Service catalog
- Contract management
- Incident resolution
- Knowledge base
- Service portal
Essential Features of a Robust IT Ticketing System
Key features of a sound IT ticketing system enhance its functionality and performance.
- One of the essential system's features —automation tools —enables automated ticket routing, canned responses, and fast access to the knowledge base, helping resolve issues quickly and freeing support staff for other tasks like handling complex IT tickets.
- Another essential feature of an efficient IT ticketing system is integration capabilities.
- Automation of data flow between the different platforms boosts work productivity and also makes sure that all the necessary information is at hand.
- The importance of SLA management is on par with that of other features, as it tracks customer situations and ensures prompt responses and solutions.
- Powerful reporting tools provide insight into client behavior and ticket trends, making service management easier.
- Properly functioning ticket routing and categorization ensure not only that problems are prioritized but also that they are addressed thoroughly.
Choosing the Right Ticketing System for Your Business
To choose the appropriate ticketing system that will fit your business, you need to consider the following points carefully:
- Number of inquiries
- Ways through which the customers will reach the support team
- System with scalable features that will be able to meet the requirements of growth in the number of team members and tickets
The existing software integration can allow operations to flow smoothly and also data management to be efficient.
However, security features must also be included in the system to protect confidential customer data stored within the ticketing system. Besides, a user-friendly interface will contribute to the support teams' working efficiency as they will be able to handle tickets without any difficulties and complexity.
A ticketing system's customization features are necessary for adjusting the software according to particular business workflows. Free trial usage is a good way for businesses to check whether the ticketing system is suitable for their needs before making a decision.
Furthermore, evaluating the vendor's support hours is equally important, as it guarantees that you will always receive help in a timely manner when you need it.
