Multi-channel support is one of the primary features offered by the best help desk management software.
Top help desk software offers extensive customization capabilities and automation to create a seamless customer support experience.
Effective SLA management within a ticketing system helps to improve customer expectations.
Salesmate CRM provides the best help desk software solutions for managing customer support workflow.
Swift problem resolution is key to
Great customer satisfaction
Brand loyalty
The FinacesOnline study reveals that 33% of customers expect their issues to be resolved in one interaction. This indicates the necessity of effective ticketing systems for your customer support agents.
The help desk ticketing software has become essential for businesses managing customer inquiries efficiently.
But with so many options, choosing which ticketing tool is best for your business can be daunting!
In this blog, we will explore the best ticketing system available in 2024 to help you choose the right system to enhance your operational efficiency and customer service quality.
What is ticketing software?
Ticketing software is a solution for customer support teams to manage, organize, and resolve customer issues/requests, typically in the form of “tickets.”
Here, the ticket is a request/problem or question raised by customers carrying all the necessary information to address and resolve the issues.
Also, the ticketing solution can help manage issues within organizations as well.
Organizations are in search of the best ticketing system software as it serves several critical benefits such as:
Improves customer support management by streamlining tasks from issue-raising to addressing and resolving.
Enhances customer service by offering a centralized solution to manage customer support issues.
Boosts efficiency and time management with automation of ticket assignment, prioritization, and follow-ups.
Improve customer satisfaction with data-driven insights based on tracking performance metrics such as ticket volume, resolution time, and customer satisfaction levels.
Favors scalability by handling growing customer requests and internal issues.
Maintains accountability and transparency as all data are recorded and customers are informed about request statuses.
Next, we will discuss top ticketing tools for managing customer support tasks.
17 Best help desk ticketing software that top customer support teams use!
The table below compares the top 10 help desk software out of 17 that experts highly recommend and users’ favorite.
Best ticketing systems
Pricing starts at
Why should you pick it?
G2 rating
Salesmate
$39 per user/month
All in one solution for marketing, sales and CX growth with high affordability!
4.6
SupportBee
$13/user/month
Simple and collaborative email support tool designed for teams
4.2
Freshdesk
$15/agent/month
Comprehensive support platform with multi-channel capabilities and automation
4.4
Request Tracker
$125/month
Robust open-source ticketing system for complex and high-volume support needs
3.8
ServiceNow Customer Service Management
Unavailable
Enterprise-grade customer service management with extensive customization and scalability
4.4
Zoho Desk
$29/agent/month
AI-driven support solution that enhances customer interactions and agent productivity
4.4
HappyFox Help Desk
$29/agent/month
Intuitive help desk software with powerful automation and integrations
4.5
Jira Service Management
$17.65 per agent/month
Smart ticketing solution with support and collaboration tool.
4.2
Help Scout
$20/user/month
Customer-centric support platform focused on personalized customer service
4.4
HubSpot Service Hub
$90/month/seat
Comprehensive customer service solution integrated with CRM for holistic support
4.4
These best ticketing platforms are highly rated on G2 and Capterra and offer intuitive features for fast issue resolution and service prioritization.
Let’s study each one by one.
1. Salesmate
Salesmate CRM is a unified platform that helps sales, marketing, and customer support teams manage their day-to-day tasks efficiently.
It offers the best ticketing solution for managing customer support teams daily in a centralized system. It lets you set high service standards with SLAs and prioritize services based on data-packed insights.
The campaign feature, which lets you automate follow-ups and track customer interactions across multiple channels, makes it the best email ticketing software for support teams.
If you are looking for a robust CRM with a ticketing solution, Salesmate is the top choice. Its support ticket software is excellent for handling customer requests, IT, and other back-office needs.
The platform allows you to create customer support tickets instantly during a live conversation, ensuring that every query is addressed and resolved promptly.
The ticketing software by Salesmate lets you tailor your customer support management to your organization’s specific needs. The level of customization, from layout and forms to views and permissions, encourages you to design a system that works perfectly for your team.
Salesmate lets you inform your customers of their ticket progress through live chat and email updates, establishing transparency.
The ticket timeline captures all updates, notes, conversations, and files. This ensures that the service team has all the necessary information at their fingertips.
The desk solution also allows quick ticket assignment to the appropriate individual or team and enables easy tracking of crucial tickets.
You can set notifications to stay updated on each ticket’s progress via email, mobile app, desktop, and in-app messages.
The platform also includes robust Service Level Agreements (SLAs) that help set and achieve high service standards. These SLAs can be tailored to specific scenarios, ensuring that the team remains focused on priority tickets and meets deadlines.
To overcome SLA breaches, rules can be set for timely assistance to ticket owners, ensuring no ticket falls through the cracks.
Moreover, the reporting and analytics offer valuable insights into ticket management and SLA performance, allowing you to prioritize issues effectively and visually witness the success of your customer service efforts.
The customer service software adds up to make Salesmate CRM a one-stop solution for growing and scaling the business to the next level!
SupportBee offers a collaborative ticketing system to streamline customer support processes by organizing, prioritizing, and facilitating teamwork on support emails.
This help desk system enhances the efficiency of support teams and the overall customer support experience.
SupportBee offers a simple, email-like user interface that minimizes the learning curve for new users and maximizes adoption. Its main features include a shared inbox that functions like regular email but with enhanced capabilities for team collaboration.
The setup ensures no customer queries are overlooked, and responsibilities are clear among team members, making it the best ticketing system for small to mid-size businesses.
Key features of SupportBee
Shared inbox
Knowledge base integration
Customer Portal
Email-like simplicity
Collaborative ticketing
Mobile Accessibility
Multi-email management
Scalable and customizable
Pricing: Billed annually
Startup – $13/user/month
Enterprise – $17/user/month
3. Freshdesk
Freshdesk by Freshworks is their flagship product. It streamlines customer interactions by transforming conversations across multiple channels into manageable tickets.
The help desk ensures an AI-supported seamless service experience, providing customers and agents with effortless support solutions.
Further, the collaborative ticketing system allows teams to prioritize, categorize, and assign tickets efficiently.
Freshdesk automates tedious tasks, such as suggesting ticket fields and recommending solution articles, by leveraging AI, specifically through the integration of Freddy AI, to speed up resolution times.
This integration boosts agent productivity and enhances the customer service experience by ensuring quick and accurate responses.
In terms of management, Freshdesk offers robust SLA (Service Level Agreement) features that set clear expectations for response times and resolution frameworks, helping agents consistently meet customer expectations.
Additionally, the platform provides advanced reporting tools, offering insights that lead to improved service strategies and customer satisfaction.
Freshdesk is a versatile customer service software that offers field service ticketing and contextual ticketing with custom objects.
Custom objects bring critical business information directly into the ticketing system, providing a more informed and efficient customer service experience without switching between multiple tools.
Request Tracker (RT) has been a cornerstone in helping organizations manage tasks and communications effectively for over 20 years.
This is the best ticketing tool and is highly praised for its adaptability and customization capabilities.
The platform is suitable for teams of any size to manage their workflows, prioritize tasks, and enhance communication.
RT is available in both cloud-based and on-premise formats, providing full feature access across all support levels.
Key features
Responsive design themes
Seamless email integration
Comprehensive knowledge base
Visual workflow builder
Automation scripts
Scheduled reports/dashboards
Asset management
Integrated active directory
Customizable ticket system
Extensive API options
Advanced reporting capabilities
Pricing
Starter – $125/month, billed annually
Business – $350/month, billed annually
Growth – $1000/month, billed annually
Enterprise – Custom
5. ServiceNow
ServiceNow’s IT ticketing system is crafted to manage internal IT issues by streamlining the resolution process.
It allows the creation of tickets from various input methods including virtual agents, phone, email, service portals, and walk-up experiences.
These tickets provide detailed context about the issues, aiding in efficient management and resolution.
Additionally, ServiceNow integrates AI to enhance user experiences and align with business priorities, offering a modern solution to IT management challenges.
Key features of ServiceNow
Omnichannel ticketing
AI-enhanced operations
24/7 accessibility
Centralized repository
Automated responses
Employee self service
Real-time analytics
Extensive customization to meet specific organizational needs
SLA Management
Integrated ITSM
Pricing
Not available on its official site. You need to fill out the web form for the pricing details.
6. Zoho Desk
Zoho Desk is a versatile help desk ticketing system that helps teams streamline and enhance customer support experiences. It simplifies customer service management by providing tools that aid customers and service agents.
The ticketing system enables omnichannel support, ensuring customers can reach out via their preferred communication channels, including email, phone, live chat, social media, and web forms.
Zoho Desk enhances agent productivity through automated ticket assignment, intuitive ticket views, and AI-powered assistance.
Key features of Zoho Desk
Seamless integration across multiple communication channels
Knowledge base access
AI tools like Zia analyze sentiments and auto-suggest solutions
Customizable ticket views
Team collaboration
Automated ticket assignment
Sentiment analysis to prioritize tickets based on customer emotions
Process automation for managing workflows and automation
Comprehensive reporting
AI-driven identification of deviations in ticket patterns
Pricing: Billed annually
Growth – $29/agent/month
Pro – $69/agent/month
Enterprise – $109/agent/month
7. HappyFox Help Desk
HappyFox is advanced help desk management software that allows teams to manage customer inquiries and support requests through a unified platform.
The system allows organizations to convert incoming communications from emails, phone calls, chats, and web requests into organized tickets.
This integration ensures that all support requests are handled efficiently and effectively, enhancing customer satisfaction and support team productivity.
With its advanced features and customization options, HappyFox provides organizations with the resources to deliver outstanding support and achieve new operational goals.
Key features of HappyFox
Smart ticket management
Automation and rules engine
Detailed reporting on help desk metrics
Customizable support system
Multilingual support
Self service portals
SLA management
Integrated knowledge base
Advanced customization
Pricing
Mighty – $29/agent/month
Fantastic – $49/agent/month
Enterprise – $69/agent/month
8. Jira Service Management
Jira is one of the best help desk software. It simplifies service desk setup and management with ready-to-deploy tools.
The platform can turn conversations from emails or chat apps like Slack and Microsoft Teams into actionable tickets, ensuring no request gets overlooked.
It streamlines the ticketing process with easy setup, robust integration, and advanced features, enhancing the efficiency of service teams and the satisfaction of end-users.
This service management tool integrates seamlessly within the Atlassian ecosystem, linking service requests to broader project management tasks and product development cycles.
Jira Service Management is not only about managing tickets; it’s about delivering enhanced service experiences. It empowers teams to fulfill service requests efficiently, manage incidents, and handle problems and changes following ITIL frameworks.
Key features of Jira Service Management
Rapid deployment of the system
Streamlined conversations
ITIL-certified processes that support standardized service management practices.
Automation of tasks
SLA prioritization
Performance reporting
Knowledge base integration
Customization options
Pricing
Standard – $17.65 per agent/month
Premium – $44.27 per agent/month
Enterprise – Contact sales
9. ProProfs Help Desk
ProProfs Help Desk is a cloud-based ticketing system designed to enhance customer support by comprehensively managing customer communications across multiple channels.
The Desk platform simplifies customer support management by automating ticket handling, providing a shared inbox for all customer communications, and integrating various support tools into a single dashboard.
The platform is built to deliver a seamless, multi-channel support experience that combines ticketing, chat, knowledge base, and survey functionalities.
You can count it as one of the best IT ticketing systems due to its comprehensive features and seamless integrations, ensuring efficient support and enhanced customer satisfaction.
Key features of ProProfs Help Desk
Multi-channel support
Shared inbox
Automated ticket management
Knowledge base integration
Real-time collaboration
Customer Portal
CSAT and NPS surveys to measure customer satisfaction and service quality.
Detailed reporting
Mobile support
Customizable workflow
Pricing
Singer user – Free plan
Team – $19.99/operator/month
10. Front
Front transforms traditional customer communication by integrating all inbound messages—from email, social media, SMS, and voice—into a single, centralized platform.
The help desk solution is designed to combat common challenges such as message overload, collaboration difficulties, scaling personalized responses, and enhancing customer experience.
Front offers a comprehensive solution to manage all customer conversations in one place. This approach ensures that no customer message is overlooked and enhances the responsiveness of customer support teams.
The platform is designed for scalability, allowing businesses to maintain a personal touch with customers while efficiently managing large volumes of interactions.
Key Features of Front
Centralized channels
Automated message routing
Built-in collaboration
Customer context and history
Performance insights
Multi-channel support
Workflow automation
AI enhancements
Comprehensive integrations
Advanced analytics tools
Pricing
Growth -$59/seat/month
Scale – $99/seat/month
Premier – $299/seat/month
11. HubSpot Service Hub
HubSpot’s ticketing system is part of its Service Hub, which provides tools to track and manage incoming service requests efficiently.
It offers a complete view of each customer interaction within a single dashboard, making it easier for support teams to prioritize, assign, and manage tickets effectively.
This system helps organize and prioritize customer issues and automates many aspects of the support process, thus enabling teams to deliver fast and personalized responses.
It is one of the best ticketing software for streamlining and enhancing customer support by centralizing service requests into one shared inbox.
The help desk solution integrates seamlessly with the rest of HubSpot’s CRM platform, ensuring that all customer details and communication are centralized and accessible.
Key features of HubSpot’s ticketing system
Unified customer view
Automated task management
Shared inbox
Prioritization and assignment
Analytics and reporting
Customizable dashboards
Integration capabilities with other HubSpot features and external apps
Pricing: Billed annually
Service Hub Professionals – $90/month/seat
Service Hub Enterprises – $130/month/seat
12. LiveAgent
LiveAgent is a comprehensive help desk ticketing software designed to centralize and streamline customer support across multiple communication channels.
It integrates emails, chats, calls, and social media interactions into a universal inbox, enhanced by advanced automation rules and integrations to optimize customer service.
LiveAgent eliminates the complexity and fragmentation of managing customer support across various platforms.
It provides a seamless experience for support teams by consolidating all customer communications into one interface, making managing and responding to customer inquiries easier.
Key features of LiveAgent
Universal Inbox to consolidates all messages, including emails, social media posts, chats, and calls
Automation rules
Multi-channel support
Advanced integrations
Customer portal and knowledge base
Real-time collaboration
Canned responses
Comprehensive reporting
Customizable interface
24/7 customer support
Pricing: Billed annually
Small – $9/agent/month
Medium – $29/agent/month
Large – $49/agent/month
Enterprise – $69/agent/month
13. AzureDesk
AzureDesk combines enterprise-level features with user-friendly design, making it accessible for small to medium-sized businesses at a minimal cost.
It provides comprehensive ticket management capabilities, allowing for effective tracking and resolution of customer issues.
With its focus on customer delight, AzureDesk integrates with various applications and offers detailed reporting on customer interactions and team performance.
Key features of AzureDesk
Ticket management system
Email to ticket conversion
Unlimited mailboxes
24/7 Support center
App integrations
Comprehensive reporting features
Collaboration tools
Knowledge base
Agent signatures to personalize communication
Pricing
A single plan – Plus worth $33/user/month.
14. Help Scout
Help Scout offers a fresh and human-centric approach to customer support. They replace the impersonal ticketing nomenclature with “conversations,” which reflects their commitment to creating a more engaging and less bureaucratic interaction between customers and support teams.
This philosophy is embedded in every aspect of their platform, from design to functionality, ensuring that customers and support teams can communicate efficiently and effectively without the usual constraints of traditional desk ticketing systems.
By focusing on the human element of customer service, Help Scout distinguishes itself in a market full of traditional, transactional support platforms.
Key features of Help Scout
Conversational customer interactions
Shared inbox
Knowledge base
Live chat
Proactive messaging
Omnichannel support
Automation
Mobile support
Pricing
Standard – $20/user/month
Plus – $40/user/month
Pro – $65/user/month
15. Kayako
Kayako is a versatile ticketing platform designed to streamline customer support operations and enhance customer interactions by integrating various communication channels into a unified system.
It distinguishes itself through personalized service capabilities and a deep understanding of customer journeys, offering an intuitive and comprehensive help desk solution suitable for modern businesses.
The platform is built to handle requests and conversations from multiple channels, including email, live chat, and social media, all managed through an integrated help desk.
With features like Kayako’s live chat software and SingleView™ for customer journeys, the software enables businesses to offer personalized and efficient customer support.
Key Features of Kayako
Live chat software
Context-driven customer service
Shared inbox
Customer self-help knowledge base
Real-time customer activity
Collaborative customer support
Pricing
It offers two plans, Kayako Cloud and Classic-On prem, but the desk software cost is not available.
16. Vision Helpdesk software
Vision Helpdesk is a comprehensive customer service software that offers a suite of tools designed to simplify support and enhance customer interaction across multiple platforms.
It offers a robust and versatile set of tools that empower businesses to manage their customer support and IT resources efficiently.
Its focus on multi-channel support, integrated service management, and real-time customer interactions make it a valuable asset for any organization looking to enhance its customer service capabilities and ensure high customer satisfaction and engagement levels.
Key features of Vision Helpdesk
Multi-channel support
Ticket management
Automation and workflow
Gamification and staff collaboration
Task and time management
Customization and integration
Pricing: Billed annually
Starter Help Desk – $12/user/month
Pro Help Desk – $20/user/month
Satellite Help Desk – $24/user/month
Pro Service Desk – $32/user/month
Enterprise Service Desk – $48/user/month
17. Helpshift
Helpshift combines advanced artificial intelligence (AI) with expert human support to streamline customer service. This integration allows businesses to automate simple tasks and direct more complex issues to human agents, improving efficiency and personalizing customer interactions.
Helpshift includes features like an AI-driven Help Center that quickly answers user queries, smart automation for managing support tickets, and a user-friendly workspace that enhances customer support rep productivity.
By using AI and human knowledge, Helpshift eliminates the need to work with multiple vendors, simplifying support across various channels and reducing costs.
The helpdesk system also offers multiple ways to communicate, including a chat feature that allows for quick responses, which helps resolve issues promptly and improves customer satisfaction.
The platform supports global operations with multi-language capabilities and integrates easily with existing business systems, ensuring consistent, high-quality service worldwide.
Key features of HelpShift
AI-Driven Help Center
Smart ticket automation
Agent productivity workspace
Unified AI and human support
Multi-channel communication
Global multilingual chat support
Customizable user experiences
In-app messaging
Comprehensive analytics
Scalable integration capabilities
Pricing
Starter – $150/month
Growth – Custom
Enterprise – Custom
Moving on to explore the features that the best ticketing tools for helpdesk must comprise.
What are the crucial features of the best helpdesk software?
The leading help desk solutions have specific features that streamline the management of customer support requests, ensuring efficient service delivery.
Here are the most crucial features of top ticketing systems, so let’s explore what values they bring to support teams.
1. Ticket management
A robust ticket-handling capabilities are the most essential feature of top help desk ticketing software.
This includes automatic ticket assignment to the appropriate support agent, prioritization based on urgency, and customizable ticket views for different roles or requirements.
Effective ticket management can lead to quicker response times and resolutions, directly impacting customer satisfaction and retention by ensuring no customer queries fall through the cracks.
2. Multi-channel support
This feature enables support teams to manage customer interactions across various communication channels like email, social media, phone, and live chat from a single interface.
This feature is valuable as it lets customers choose their preferred communication channel. Further, support teams can track all interactions in one place, ensuring consistency in service delivery.
3. Automation and efficiency
The best helpdesk ticketing system offers automation tools to streamline operations by automating routine tasks such as ticket routing, triggering responses to common inquiries, and setting up follow-up tasks.
This speeds up the resolution process and reduces the workload on support staff, allowing them to focus on more complex issues that require human intervention.
4. Security features
With businesses increasingly handling sensitive customer data, security features in ticketing software are critical.
These features include data encryption, secure access protocols, and compliance with data protection regulations, which help protect customer information from unauthorized access and breaches, thereby maintaining trust and compliance.
5. Service Level Agreement (SLA) management
SLA management tools help organizations define, track, and adhere to the timeframes and standards agreed upon for service delivery.
The best ticketing system has a setup to alert agents about impending SLA breaches and generate reports on SLA compliance.
SLA management for customer support teams is crucial for maintaining customer trust by ensuring transparency and accountability in response times and service quality.
6. Collaboration tools
These tools in your best ticketing system allow multiple team members to work effectively on customer issues.
Features like shared inboxes, real-time chat among agents, and visibility into colleagues’ actions on tickets help streamline internal communication and lead to faster and more informed resolutions.
7. Knowledge base and self-service options
A comprehensive knowledge base enables customers to find answers to their questions without contacting support through self-service portals, FAQs, and community forums.
The top support ticketing software offers this feature, which enhances customer satisfaction through empowerment and reduces the support team’s workload by lowering the number of incoming queries.
8. Help desk reporting and analytics
This feature provides insights into customer support activities and outcomes through data analytics and reporting tools.
Organizations can track ticket volume, resolution time, and customer satisfaction metrics, helping them make informed decisions to improve service quality and operational efficiency.
9. Multi-language support
This feature in your best ticketing system lets your business serve global audiences by enabling support in multiple languages.
It is crucial for businesses operating in diverse geographic locations as it helps provide inclusive customer support, enhance communication, and ensure that language barriers do not hinder service quality.
10. Integrations for enhanced customer insights
Integrations with CRM software, analytics tools, and others help enrich customer profiles with valuable data across various touchpoints.
This feature allows support teams to deliver more personalized and informed service by understanding the customer’s history, preferences, and previous interactions.
Each feature is critical in enhancing the efficiency and effectiveness of customer service operations, providing a better experience for both customers and service agents.
How to choose the right ticketing software for customer support?
Choosing the right ticketing software for customer support involves several crucial steps that align the software’s capabilities with your team’s needs and customer service goals.
Here’s a step-by-step approach for how to select the best ticketing system:
1. Assess team needs and goals
Begin by understanding what your support team needs from help desk software, such as efficient ticket management, automation features, multi-channel support, etc.
Evaluate current system limitations and desired features, focusing on those addressing your team’s specific challenges.
2. Look for the integration and scalability scope in the desk software
Ensure the ticketing system integrates smoothly with other tools like CRMs and communication platforms your team uses.
Also, consider how well the software can scale as your company grows in handling a larger volume of tickets and adapting to more complex service demands.
3. Security and compliance
Ensure the ticketing software adheres to industry-standard security protocols and complies with relevant data protection regulations. This is crucial for maintaining the confidentiality and integrity of customer data.
4. Check for training and support guide
Opt for a help desk software provider that offers thorough training and support. Comprehensive training helps your team fully utilize all the software’s features, maximizing productivity and effectiveness from the outset.
5. Evaluate key features against cost
Weigh the help desk software features you need against the software’s cost. Determine essential features versus optional ones and match them with your budget constraints to ensure cost-effectiveness.
6. Customization capabilities
Consider how the ticketing software can be customized to fit your business processes and customer service workflows.
Customization can enhance the tool’s effectiveness significantly by aligning it more closely with your operational needs.
7. User experience for customers
While the focus is often on the agent’s user experience, it’s also essential to consider the customer’s perspective.
The best ticketing system should offer customers an easy and intuitive interface, enhancing their overall satisfaction and willingness to engage with your support channels.
8. Vendor support and community
Look at the level of support the vendor provides, including the responsiveness of their customer service and the robustness of their user community.
A supportive vendor and a vibrant community can be invaluable resources for troubleshooting and gaining insights into best practices.
9. Feedback and analytics
The best ticketing system comes with robust analytics and customer feedback capabilities. These features are crucial for assessing customer satisfaction and agent performance, offering insights that facilitate continuous service improvement.
Considering the above factors, you can better evaluate which platform can serve your business as the best help desk ticketing software.
Conclusion: Best ticketing system
Efficient help desk systems ensure quick and effective resolution of support issues, fostering a positive customer experience and encouraging repeat business.
To discover what is the best ticketing software for your business, you must evaluate the platform keeping your current needs, budget and features in mind.
The best ticketing system provides robust features like multi-channel support, effective ticket handling, and advanced integrations that streamline customer service processes.
Salesmate CRM is a solid option due to its one-stop solution, CRM + ticketing system, and extensive customization capabilities.
Frequently asked questions
How can help desk software improve customer service efficiency?
The best help desk solutions enhance customer service efficiency by offering a centralized platform to manage support tickets, minimize response times, and speed up issue resolution.
The best customer service ticketing systems offer features such as automated ticketing management, support for an online knowledge base, automation, and AI chatbots that improve customer support efficiency.
What are the benefits of integrating the ticketing software with other business tools?
Integrating the best ticketing system with other business growth tools, such as CRM software or social listening tools, provides a unified view of customer interactions across various channels to deliver personalized experiences. This integration facilitates better communication, faster problem resolution, and improved customer satisfaction.
How does AI enhance the functionality of ticketing systems?
AI capabilities in the top helpdesk ticketing system enhance functionality by automating routine tasks, offering chatbot support, and providing real-time decision-making insights. Further, AI helps predictive analytics for ticket routing and sentiment analysis to better understand customer emotions and needs during interactions.
Does Microsoft have a help desk ticketing system?
Yes, Microsoft offers a help desk software solution as part of its service offerings. Its service software lets organizations manage and resolve customer service inquiries while leveraging Microsoft’s technology ecosystem.
What are the trends & innovations in ticketing systems?
The latest trends and innovations in ticketing systems include the increased use of AI for automation, the adoption of omnichannel support to provide seamless customer interactions, and the implementation of advanced analytics to improve service quality.
Sonali Negi
Sonali is a writer born out of her utmost passion for writing. She is working with a passionate team of content creators at Salesmate. She enjoys learning about new ideas in marketing and sales. She is an optimistic girl and endeavors to bring the best out of every situation. In her free time, she loves to introspect and observe people.
Key TakeawaysShared inbox software can improve team collaboration and reduce response times for incoming messages.The best shared inbox software options include Salesmate, F
A call center CRM is software that enables agents to manage and track lead interactions, such as calls, emails, and chats. It integrates with the phone system, providing real-time access to lead data for improved service.
Key Takeaways
Swift problem resolution is key to
The FinacesOnline study reveals that 33% of customers expect their issues to be resolved in one interaction. This indicates the necessity of effective ticketing systems for your customer support agents.
The help desk ticketing software has become essential for businesses managing customer inquiries efficiently.
But with so many options, choosing which ticketing tool is best for your business can be daunting!
In this blog, we will explore the best ticketing system available in 2024 to help you choose the right system to enhance your operational efficiency and customer service quality.
What is ticketing software?
Ticketing software is a solution for customer support teams to manage, organize, and resolve customer issues/requests, typically in the form of “tickets.”
Here, the ticket is a request/problem or question raised by customers carrying all the necessary information to address and resolve the issues.
Also, the ticketing solution can help manage issues within organizations as well.
Organizations are in search of the best ticketing system software as it serves several critical benefits such as:
Next, we will discuss top ticketing tools for managing customer support tasks.
17 Best help desk ticketing software that top customer support teams use!
The table below compares the top 10 help desk software out of 17 that experts highly recommend and users’ favorite.
These best ticketing platforms are highly rated on G2 and Capterra and offer intuitive features for fast issue resolution and service prioritization.
Let’s study each one by one.
1. Salesmate
Salesmate CRM is a unified platform that helps sales, marketing, and customer support teams manage their day-to-day tasks efficiently.
It offers the best ticketing solution for managing customer support teams daily in a centralized system. It lets you set high service standards with SLAs and prioritize services based on data-packed insights.
The campaign feature, which lets you automate follow-ups and track customer interactions across multiple channels, makes it the best email ticketing software for support teams.
If you are looking for a robust CRM with a ticketing solution, Salesmate is the top choice. Its support ticket software is excellent for handling customer requests, IT, and other back-office needs.
The platform allows you to create customer support tickets instantly during a live conversation, ensuring that every query is addressed and resolved promptly.
The ticketing software by Salesmate lets you tailor your customer support management to your organization’s specific needs. The level of customization, from layout and forms to views and permissions, encourages you to design a system that works perfectly for your team.
Salesmate lets you inform your customers of their ticket progress through live chat and email updates, establishing transparency.
The ticket timeline captures all updates, notes, conversations, and files. This ensures that the service team has all the necessary information at their fingertips.
The desk solution also allows quick ticket assignment to the appropriate individual or team and enables easy tracking of crucial tickets.
You can set notifications to stay updated on each ticket’s progress via email, mobile app, desktop, and in-app messages.
The platform also includes robust Service Level Agreements (SLAs) that help set and achieve high service standards. These SLAs can be tailored to specific scenarios, ensuring that the team remains focused on priority tickets and meets deadlines.
To overcome SLA breaches, rules can be set for timely assistance to ticket owners, ensuring no ticket falls through the cracks.
Moreover, the reporting and analytics offer valuable insights into ticket management and SLA performance, allowing you to prioritize issues effectively and visually witness the success of your customer service efforts.
The customer service software adds up to make Salesmate CRM a one-stop solution for growing and scaling the business to the next level!
Key features of Salesmate ticketing system
Pricing
Basic – $23 per user/month
Pro – $39 per user/month
Business – $63 per user/month
Enterprise – Custom (contact sales)
2. SupportBee
SupportBee offers a collaborative ticketing system to streamline customer support processes by organizing, prioritizing, and facilitating teamwork on support emails.
This help desk system enhances the efficiency of support teams and the overall customer support experience.
SupportBee offers a simple, email-like user interface that minimizes the learning curve for new users and maximizes adoption. Its main features include a shared inbox that functions like regular email but with enhanced capabilities for team collaboration.
The setup ensures no customer queries are overlooked, and responsibilities are clear among team members, making it the best ticketing system for small to mid-size businesses.
Key features of SupportBee
Pricing: Billed annually
Startup – $13/user/month
Enterprise – $17/user/month
3. Freshdesk
Freshdesk by Freshworks is their flagship product. It streamlines customer interactions by transforming conversations across multiple channels into manageable tickets.
The help desk ensures an AI-supported seamless service experience, providing customers and agents with effortless support solutions.
Further, the collaborative ticketing system allows teams to prioritize, categorize, and assign tickets efficiently.
Freshdesk automates tedious tasks, such as suggesting ticket fields and recommending solution articles, by leveraging AI, specifically through the integration of Freddy AI, to speed up resolution times.
This integration boosts agent productivity and enhances the customer service experience by ensuring quick and accurate responses.
In terms of management, Freshdesk offers robust SLA (Service Level Agreement) features that set clear expectations for response times and resolution frameworks, helping agents consistently meet customer expectations.
Additionally, the platform provides advanced reporting tools, offering insights that lead to improved service strategies and customer satisfaction.
Freshdesk is a versatile customer service software that offers field service ticketing and contextual ticketing with custom objects.
Custom objects bring critical business information directly into the ticketing system, providing a more informed and efficient customer service experience without switching between multiple tools.
Key features
Pricing
Growth – $15/agent/month
Pro – $15/agent/month
Enterprise – $79/agent/month
4. Request Tracker
Request Tracker (RT) has been a cornerstone in helping organizations manage tasks and communications effectively for over 20 years.
This is the best ticketing tool and is highly praised for its adaptability and customization capabilities.
The platform is suitable for teams of any size to manage their workflows, prioritize tasks, and enhance communication.
RT is available in both cloud-based and on-premise formats, providing full feature access across all support levels.
Key features
Pricing
Starter – $125/month, billed annually
Business – $350/month, billed annually
Growth – $1000/month, billed annually
Enterprise – Custom
5. ServiceNow
ServiceNow’s IT ticketing system is crafted to manage internal IT issues by streamlining the resolution process.
It allows the creation of tickets from various input methods including virtual agents, phone, email, service portals, and walk-up experiences.
These tickets provide detailed context about the issues, aiding in efficient management and resolution.
Additionally, ServiceNow integrates AI to enhance user experiences and align with business priorities, offering a modern solution to IT management challenges.
Key features of ServiceNow
Pricing
Not available on its official site. You need to fill out the web form for the pricing details.
6. Zoho Desk
Zoho Desk is a versatile help desk ticketing system that helps teams streamline and enhance customer support experiences. It simplifies customer service management by providing tools that aid customers and service agents.
The ticketing system enables omnichannel support, ensuring customers can reach out via their preferred communication channels, including email, phone, live chat, social media, and web forms.
Zoho Desk enhances agent productivity through automated ticket assignment, intuitive ticket views, and AI-powered assistance.
Key features of Zoho Desk
Pricing: Billed annually
Growth – $29/agent/month
Pro – $69/agent/month
Enterprise – $109/agent/month
7. HappyFox Help Desk
HappyFox is advanced help desk management software that allows teams to manage customer inquiries and support requests through a unified platform.
The system allows organizations to convert incoming communications from emails, phone calls, chats, and web requests into organized tickets.
This integration ensures that all support requests are handled efficiently and effectively, enhancing customer satisfaction and support team productivity.
With its advanced features and customization options, HappyFox provides organizations with the resources to deliver outstanding support and achieve new operational goals.
Key features of HappyFox
Pricing
Mighty – $29/agent/month
Fantastic – $49/agent/month
Enterprise – $69/agent/month
8. Jira Service Management
Jira is one of the best help desk software. It simplifies service desk setup and management with ready-to-deploy tools.
The platform can turn conversations from emails or chat apps like Slack and Microsoft Teams into actionable tickets, ensuring no request gets overlooked.
It streamlines the ticketing process with easy setup, robust integration, and advanced features, enhancing the efficiency of service teams and the satisfaction of end-users.
This service management tool integrates seamlessly within the Atlassian ecosystem, linking service requests to broader project management tasks and product development cycles.
Jira Service Management is not only about managing tickets; it’s about delivering enhanced service experiences. It empowers teams to fulfill service requests efficiently, manage incidents, and handle problems and changes following ITIL frameworks.
Key features of Jira Service Management
Pricing
Standard – $17.65 per agent/month
Premium – $44.27 per agent/month
Enterprise – Contact sales
9. ProProfs Help Desk
ProProfs Help Desk is a cloud-based ticketing system designed to enhance customer support by comprehensively managing customer communications across multiple channels.
The Desk platform simplifies customer support management by automating ticket handling, providing a shared inbox for all customer communications, and integrating various support tools into a single dashboard.
The platform is built to deliver a seamless, multi-channel support experience that combines ticketing, chat, knowledge base, and survey functionalities.
You can count it as one of the best IT ticketing systems due to its comprehensive features and seamless integrations, ensuring efficient support and enhanced customer satisfaction.
Key features of ProProfs Help Desk
Pricing
Singer user – Free plan
Team – $19.99/operator/month
10. Front
Front transforms traditional customer communication by integrating all inbound messages—from email, social media, SMS, and voice—into a single, centralized platform.
The help desk solution is designed to combat common challenges such as message overload, collaboration difficulties, scaling personalized responses, and enhancing customer experience.
Front offers a comprehensive solution to manage all customer conversations in one place. This approach ensures that no customer message is overlooked and enhances the responsiveness of customer support teams.
The platform is designed for scalability, allowing businesses to maintain a personal touch with customers while efficiently managing large volumes of interactions.
Key Features of Front
Pricing
Growth -$59/seat/month
Scale – $99/seat/month
Premier – $299/seat/month
11. HubSpot Service Hub
HubSpot’s ticketing system is part of its Service Hub, which provides tools to track and manage incoming service requests efficiently.
It offers a complete view of each customer interaction within a single dashboard, making it easier for support teams to prioritize, assign, and manage tickets effectively.
This system helps organize and prioritize customer issues and automates many aspects of the support process, thus enabling teams to deliver fast and personalized responses.
It is one of the best ticketing software for streamlining and enhancing customer support by centralizing service requests into one shared inbox.
The help desk solution integrates seamlessly with the rest of HubSpot’s CRM platform, ensuring that all customer details and communication are centralized and accessible.
Key features of HubSpot’s ticketing system
Pricing: Billed annually
Service Hub Professionals – $90/month/seat
Service Hub Enterprises – $130/month/seat
12. LiveAgent
LiveAgent is a comprehensive help desk ticketing software designed to centralize and streamline customer support across multiple communication channels.
It integrates emails, chats, calls, and social media interactions into a universal inbox, enhanced by advanced automation rules and integrations to optimize customer service.
LiveAgent eliminates the complexity and fragmentation of managing customer support across various platforms.
It provides a seamless experience for support teams by consolidating all customer communications into one interface, making managing and responding to customer inquiries easier.
Key features of LiveAgent
Pricing: Billed annually
Small – $9/agent/month
Medium – $29/agent/month
Large – $49/agent/month
Enterprise – $69/agent/month
13. AzureDesk
AzureDesk combines enterprise-level features with user-friendly design, making it accessible for small to medium-sized businesses at a minimal cost.
It provides comprehensive ticket management capabilities, allowing for effective tracking and resolution of customer issues.
With its focus on customer delight, AzureDesk integrates with various applications and offers detailed reporting on customer interactions and team performance.
Key features of AzureDesk
Pricing
A single plan – Plus worth $33/user/month.
14. Help Scout
Help Scout offers a fresh and human-centric approach to customer support. They replace the impersonal ticketing nomenclature with “conversations,” which reflects their commitment to creating a more engaging and less bureaucratic interaction between customers and support teams.
This philosophy is embedded in every aspect of their platform, from design to functionality, ensuring that customers and support teams can communicate efficiently and effectively without the usual constraints of traditional desk ticketing systems.
By focusing on the human element of customer service, Help Scout distinguishes itself in a market full of traditional, transactional support platforms.
Key features of Help Scout
Pricing
Standard – $20/user/month
Plus – $40/user/month
Pro – $65/user/month
15. Kayako
Kayako is a versatile ticketing platform designed to streamline customer support operations and enhance customer interactions by integrating various communication channels into a unified system.
It distinguishes itself through personalized service capabilities and a deep understanding of customer journeys, offering an intuitive and comprehensive help desk solution suitable for modern businesses.
The platform is built to handle requests and conversations from multiple channels, including email, live chat, and social media, all managed through an integrated help desk.
With features like Kayako’s live chat software and SingleView™ for customer journeys, the software enables businesses to offer personalized and efficient customer support.
Key Features of Kayako
Pricing
It offers two plans, Kayako Cloud and Classic-On prem, but the desk software cost is not available.
16. Vision Helpdesk software
Vision Helpdesk is a comprehensive customer service software that offers a suite of tools designed to simplify support and enhance customer interaction across multiple platforms.
It offers a robust and versatile set of tools that empower businesses to manage their customer support and IT resources efficiently.
Its focus on multi-channel support, integrated service management, and real-time customer interactions make it a valuable asset for any organization looking to enhance its customer service capabilities and ensure high customer satisfaction and engagement levels.
Key features of Vision Helpdesk
Pricing: Billed annually
Starter Help Desk – $12/user/month
Pro Help Desk – $20/user/month
Satellite Help Desk – $24/user/month
Pro Service Desk – $32/user/month
Enterprise Service Desk – $48/user/month
17. Helpshift
Helpshift combines advanced artificial intelligence (AI) with expert human support to streamline customer service. This integration allows businesses to automate simple tasks and direct more complex issues to human agents, improving efficiency and personalizing customer interactions.
Helpshift includes features like an AI-driven Help Center that quickly answers user queries, smart automation for managing support tickets, and a user-friendly workspace that enhances customer support rep productivity.
By using AI and human knowledge, Helpshift eliminates the need to work with multiple vendors, simplifying support across various channels and reducing costs.
The helpdesk system also offers multiple ways to communicate, including a chat feature that allows for quick responses, which helps resolve issues promptly and improves customer satisfaction.
The platform supports global operations with multi-language capabilities and integrates easily with existing business systems, ensuring consistent, high-quality service worldwide.
Key features of HelpShift
Pricing
Starter – $150/month
Growth – Custom
Enterprise – Custom
Moving on to explore the features that the best ticketing tools for helpdesk must comprise.
What are the crucial features of the best helpdesk software?
The leading help desk solutions have specific features that streamline the management of customer support requests, ensuring efficient service delivery.
Here are the most crucial features of top ticketing systems, so let’s explore what values they bring to support teams.
1. Ticket management
A robust ticket-handling capabilities are the most essential feature of top help desk ticketing software.
This includes automatic ticket assignment to the appropriate support agent, prioritization based on urgency, and customizable ticket views for different roles or requirements.
Effective ticket management can lead to quicker response times and resolutions, directly impacting customer satisfaction and retention by ensuring no customer queries fall through the cracks.
2. Multi-channel support
This feature enables support teams to manage customer interactions across various communication channels like email, social media, phone, and live chat from a single interface.
This feature is valuable as it lets customers choose their preferred communication channel. Further, support teams can track all interactions in one place, ensuring consistency in service delivery.
3. Automation and efficiency
The best helpdesk ticketing system offers automation tools to streamline operations by automating routine tasks such as ticket routing, triggering responses to common inquiries, and setting up follow-up tasks.
This speeds up the resolution process and reduces the workload on support staff, allowing them to focus on more complex issues that require human intervention.
4. Security features
With businesses increasingly handling sensitive customer data, security features in ticketing software are critical.
These features include data encryption, secure access protocols, and compliance with data protection regulations, which help protect customer information from unauthorized access and breaches, thereby maintaining trust and compliance.
5. Service Level Agreement (SLA) management
SLA management tools help organizations define, track, and adhere to the timeframes and standards agreed upon for service delivery.
The best ticketing system has a setup to alert agents about impending SLA breaches and generate reports on SLA compliance.
SLA management for customer support teams is crucial for maintaining customer trust by ensuring transparency and accountability in response times and service quality.
6. Collaboration tools
These tools in your best ticketing system allow multiple team members to work effectively on customer issues.
Features like shared inboxes, real-time chat among agents, and visibility into colleagues’ actions on tickets help streamline internal communication and lead to faster and more informed resolutions.
7. Knowledge base and self-service options
A comprehensive knowledge base enables customers to find answers to their questions without contacting support through self-service portals, FAQs, and community forums.
The top support ticketing software offers this feature, which enhances customer satisfaction through empowerment and reduces the support team’s workload by lowering the number of incoming queries.
8. Help desk reporting and analytics
This feature provides insights into customer support activities and outcomes through data analytics and reporting tools.
Organizations can track ticket volume, resolution time, and customer satisfaction metrics, helping them make informed decisions to improve service quality and operational efficiency.
9. Multi-language support
This feature in your best ticketing system lets your business serve global audiences by enabling support in multiple languages.
It is crucial for businesses operating in diverse geographic locations as it helps provide inclusive customer support, enhance communication, and ensure that language barriers do not hinder service quality.
10. Integrations for enhanced customer insights
Integrations with CRM software, analytics tools, and others help enrich customer profiles with valuable data across various touchpoints.
This feature allows support teams to deliver more personalized and informed service by understanding the customer’s history, preferences, and previous interactions.
Each feature is critical in enhancing the efficiency and effectiveness of customer service operations, providing a better experience for both customers and service agents.
How to choose the right ticketing software for customer support?
Choosing the right ticketing software for customer support involves several crucial steps that align the software’s capabilities with your team’s needs and customer service goals.
Here’s a step-by-step approach for how to select the best ticketing system:
1. Assess team needs and goals
Begin by understanding what your support team needs from help desk software, such as efficient ticket management, automation features, multi-channel support, etc.
Evaluate current system limitations and desired features, focusing on those addressing your team’s specific challenges.
2. Look for the integration and scalability scope in the desk software
Ensure the ticketing system integrates smoothly with other tools like CRMs and communication platforms your team uses.
Also, consider how well the software can scale as your company grows in handling a larger volume of tickets and adapting to more complex service demands.
3. Security and compliance
Ensure the ticketing software adheres to industry-standard security protocols and complies with relevant data protection regulations. This is crucial for maintaining the confidentiality and integrity of customer data.
4. Check for training and support guide
Opt for a help desk software provider that offers thorough training and support. Comprehensive training helps your team fully utilize all the software’s features, maximizing productivity and effectiveness from the outset.
5. Evaluate key features against cost
Weigh the help desk software features you need against the software’s cost. Determine essential features versus optional ones and match them with your budget constraints to ensure cost-effectiveness.
6. Customization capabilities
Consider how the ticketing software can be customized to fit your business processes and customer service workflows.
Customization can enhance the tool’s effectiveness significantly by aligning it more closely with your operational needs.
7. User experience for customers
While the focus is often on the agent’s user experience, it’s also essential to consider the customer’s perspective.
The best ticketing system should offer customers an easy and intuitive interface, enhancing their overall satisfaction and willingness to engage with your support channels.
8. Vendor support and community
Look at the level of support the vendor provides, including the responsiveness of their customer service and the robustness of their user community.
A supportive vendor and a vibrant community can be invaluable resources for troubleshooting and gaining insights into best practices.
9. Feedback and analytics
The best ticketing system comes with robust analytics and customer feedback capabilities. These features are crucial for assessing customer satisfaction and agent performance, offering insights that facilitate continuous service improvement.
Considering the above factors, you can better evaluate which platform can serve your business as the best help desk ticketing software.
Conclusion: Best ticketing system
Efficient help desk systems ensure quick and effective resolution of support issues, fostering a positive customer experience and encouraging repeat business.
To discover what is the best ticketing software for your business, you must evaluate the platform keeping your current needs, budget and features in mind.
The best ticketing system provides robust features like multi-channel support, effective ticket handling, and advanced integrations that streamline customer service processes.
Salesmate CRM is a solid option due to its one-stop solution, CRM + ticketing system, and extensive customization capabilities.
Frequently asked questions
How can help desk software improve customer service efficiency?
The best help desk solutions enhance customer service efficiency by offering a centralized platform to manage support tickets, minimize response times, and speed up issue resolution.
The best customer service ticketing systems offer features such as automated ticketing management, support for an online knowledge base, automation, and AI chatbots that improve customer support efficiency.
What are the benefits of integrating the ticketing software with other business tools?
Integrating the best ticketing system with other business growth tools, such as CRM software or social listening tools, provides a unified view of customer interactions across various channels to deliver personalized experiences. This integration facilitates better communication, faster problem resolution, and improved customer satisfaction.
How does AI enhance the functionality of ticketing systems?
AI capabilities in the top helpdesk ticketing system enhance functionality by automating routine tasks, offering chatbot support, and providing real-time decision-making insights. Further, AI helps predictive analytics for ticket routing and sentiment analysis to better understand customer emotions and needs during interactions.
Does Microsoft have a help desk ticketing system?
Yes, Microsoft offers a help desk software solution as part of its service offerings. Its service software lets organizations manage and resolve customer service inquiries while leveraging Microsoft’s technology ecosystem.
What are the trends & innovations in ticketing systems?
The latest trends and innovations in ticketing systems include the increased use of AI for automation, the adoption of omnichannel support to provide seamless customer interactions, and the implementation of advanced analytics to improve service quality.
Sonali Negi
Sonali is a writer born out of her utmost passion for writing. She is working with a passionate team of content creators at Salesmate. She enjoys learning about new ideas in marketing and sales. She is an optimistic girl and endeavors to bring the best out of every situation. In her free time, she loves to introspect and observe people.
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