Choosing a help desk ticketing system can be difficult.
With so many options and features to consider, it's easy to get overwhelmed and overwhelmed. A step-by-step approach to choosing the ideal system helps everyone stay on track and ultimately benefit from the tools they need to get the job done.
Below, we'll walk you through the best questions to ask and provide some additional tips to help you find the best support ticket system for your company.
11 Best Help Desk Ticketing Systems
If you've decided it's time for your team to switch to help desk, here are 11 of the best help desk ticketing systems to add to your short list.
1. Help the scout
Best for growing customer support teams.
Help the scoutis the ultimate customer support tool. Fromshared inboxesicustomer management toolsdoworkflow,reporting, ilive chat, Help Scout has it all.
What's more, it's incredibly easy to sign up and start providing customer support right away, so teams of all sizes can benefit.
Use a shared inbox to collaborate with your team members and ensure everyone is aware of important conversations and customer issues.
Manage customer conversations in one seamless inbox, whether they contact you via email or in real time via live chat.
Set up workflow and automated responses to reduce response time and start helping customers faster.
Build oneknowledge basewith short guides and instructions that show how users can use your product.
Access reports and analytics to track your support team's performance.
Companies:Starting at $20 per user per month.
Experience a customer service platform that your team and clients will love
Teams using Help Scout are created in minutes, are twice as productive and save up to 80% of annual support costs. Start a free trial to see what can help you.
Try it for free
Best for teams that need a central location for customer requests and IT support.
profhas a number of software, one of which is an IT help desk tool that teams can use to easily submit issues and requests to the IT department and track when they are completed. This is a great opportunity for technology companies with really hands-on IT departments.
Use ticket round robin to evenly distribute support tickets to agents.
Create pre-written responses that allow faster response times.
Find important customer support metrics in your help desk reports.
Companies:From $10/user per month.
3. Zoho Desktop
Best for teams using other Zoho products.
Zoho desktopis part of the Zoho suite of business tools (think Zoho CRM, books, etc.). It is a ticket management software that enables your customer support team to communicate with customers through various channels.
Receive and reply to messages from multiple channels in one inbox.
Connect with a wealth of integrations with the tools your business already uses to create a seamless user experience.
Create a self-service portal with guides and FAQs that users can search for themselves.
Companies:Free for up to 3 agents.
Best for enterprise customer service teams.
Zendeskenables customer service teams to manage conversations across platforms. Support agents can flag issues, choose a channel to respond to, set priorities, track interactions, and more.
Use cross-channel communication to reach your customers where they are, whether it's email, Facebook, Twitter, live chat, etc.
Use AI-powered chatbots to make it easier to customize automated responses until an agent is available to help.
Create a help center or knowledge base for customers who prefer a more do-it-yourself approach.
Companies:From $19/agent per month.
5. HubSpot Service Center
Best for teams looking for a central, multi-functional toolset.
HubSpotis another feature-packed tool for sales, marketing, and customer service teams. Companies can choose the tools they need, which means HubSpot can be a great all-in-one tool for all departments.
Use the video messaging feature to create personalized help videos for your customers.
Connect email inboxes, live chat, Facebook Messenger and more into one shared inbox for seamless communication.
Create and send customer satisfaction surveys to measure the performance of your support team.
Use popular help desk features like ticket management, knowledge base setup, live chat, and automation.
Companies:Free plan available.
Best for call center focused teams.
Freshdeskis helpdesk software that enables teams to truly unleash the power of artificial intelligence to automate and simplify customer support. With the ability to recommend related knowledge base articles to agents and close closed tickets, its AI (named "Freddy") can be an asset to your team.
Use collaborative ticketing to allow agents to work together to complete a service request.
Automatically assign tickets to the best agent for the job using their AI feature.
Customize dashboards to display team performance metrics and analytics.
Companies:Free plan available.
Best for email-only support teams.
Foris a hub that combines your customer service and communication in one online space. This application is a great way to improve team collaboration in solving user problems.
For example, even if an agent has started working on a ticket, other agents can still see the ticket's progress and step in to help if they can.
Share email drafts with teammates to gather feedback before sending them to clients – perfect for training.
Use workflows that allow your team to respond to customer messages faster.
Explore analytics that provide deeper insight into the volume of requests your team receives, your overall user experience, and more.
Prioritize VIPs so top clients are escalated immediately.
Companies:From $19/user per month.
8. Jira Service Desk
Best for engineering teams.
Iis Atlassian's all-in-one tool for IT and development teams: asset management, change management, incident management, project management, and more. Jira Service Management is an aspect of the tool that focuses more on requirements management.
Create custom plugins using the Jira API.
Access a library of different automation rules to get the most out of your tool.
Connect with your project management tool to reduce the learning curve for your IT team's software.
Companies:Besplatno za do tri agenta.
9. Fresh service
Best for enterprise IT support teams.
Fresh serviceis owned by parent company Freshdesk, but this tool is more for IT services than customer service. IT service desk, IT project management and even IT training management comes with this tool.
Set policies based on hours of operation, ticket categorization, and more using service level agreements (SLAs).
Submit ticket tasks directly to the integrated project management dashboard.
Use reporting tools to measure the overall performance of your help desk.
Companies:From $19/agent per month.
10. Vision Helpdesk
Best for ITIL/ITSM.
Vision Helpdeskoffers a range of customer support products perfect for customer service and IT teams. From its satellite help desk to its ITIL/ITSM (IT Infrastructure Library and IT Service Management) compliant desk, this tool is ideal for teams that need an emphasis on the security of their user data.
Use a mobile app to communicate with customers on the go.
Leverage live chat software for sales and customer support teams.
Manage customer conversations via live chat, social media, email, phone and more.
Companies:From $12/agent per month.
Best for teams that want self-hosted software.
JitBitis help desk software built for IT, SaaS, email and more. With the option to host with JitBit or download to your own servers, this is a great option for businesses that require security and privacy, especially when dealing with customer service.
Host JitBit on your own servers, ensuring your customer support is as secure as possible.
Access an email marketing system for businesses that rely on email above all else.
Save answers and respond quickly to clients without having to type the same thing over and over again.
Companies:JitBit hosted plans start at $29 per month. Self-hosted downloads start at a fixed price of $1699.
What is the help desk ticket system?
A help desk ticketing system is software that tracks customer issues so your support team can resolve them in a timely manner. It gives the team the everyday tools they need to do their job well, from answering tickets to collaborating with other team members.
Ideally, your help desk should be the hub of your support team—the command center, if you will. It gives your team the tools they need to do their job well, from answering tickets to collaborating with other team members, so you have nothing but satisfied customers.
Typically in ticket systems, a user contacts the help desk with a problem, the system automatically creates a ticket. Each ticket is given a unique ID so that it can be easily tracked throughout its lifecycle. The ticketing system stores all relevant information about the problem, including the customer's contact details, the nature of the problem, any attempted solutions and the status of the ticket (eg open, pending, closed).
A key feature of help desk ticketing systems is their ability to categorize and prioritize. They can classify tickets based on criteria such as problem type, client importance, or problem severity. This allows support teams to be the first to respond to the most critical issues, improving response times and ultimately keeping your customers happy.
The benefits of investing in a help desk
A help desk system helps you turn potential challenges or complaints into positive customer experiences.
If your team members have the training and support they need to provide empathetic, efficient and effective customer support, they can leverage the help desk to change retention rates and collectively take ownership of a certain aspect of the revenue stream.
Without a help desk, a small team can still provide great support, but it's difficult to adapt to users, and it's even more challenging to measure the success of the team's efforts.
The help desk is not just a tool for support professionals; it's also how managers and business leaders can evaluate and optimize the customer experience.
Think about the type of information support professionals receive every day. Not only can a help desk centralize irreplaceable metrics about individual and team performance, it's also a treasure trove of data that can drive every aspect of a business, from product to sales.
Imagine making a change to one of your most loved products. If your help desk experiences a flood of negative customer feedback, it's business intelligence that would otherwise be difficult to analyze and present in a digestible form.
In this scenario, support managers can share clear, up-to-date data that managers can use to adjust or strengthen their future decisions. In other words, the help desk becomes a catalyst for collaboration between departments and ensures the company's adaptation to customer needs.
Signs You're Ready to Invest in a Help Desk Ticketing System
If your day-to-day support team efforts aren't translating into a positive customer and employee experience, it's time to consider moving to a help desk.
Everyone in this industry works hard. But when there's a real gap between a company's ambitions and the support team's ability to serve people well, it can cause high employee turnover and low customer satisfaction.
Most small support teams start with a simple, low-cost solution like oneemail distribution list. It seems to work well until your business starts to grow. It only takes one help request to fail to lose the trust of an important customer.
This is where the help desk comes into play. If you can empower your team with a support set that gives them transparency, insight, accountability and space to collaborate, they actually have a chance to make people's lives better.
Here are some indicators that your team is ready for a new way of working:
Support tickets keep coming in.
Team members post duplicate answers to the same card.
You don't know who worked on a complicated support issue.
You don't have support-driven insight into how satisfied your customers are.
Morale is low; your best support professionals are frustrated with the current system.
Team feedback is completely subjective and not tied to metrics.
Real-time collaboration with ticket transparency is impossible.
Your boss wants you to improve or bring consistency to the customer experience.
The selection process shouldn't just be about reviewing the technology your support team is using and what they need going forward. A greater assessment of what works and what does not work with the overall support strategy should be included.
Great tools are only useful if they are implemented with a customer-centric approach that values the work of support teams. A help desk solution can help you track all customer interactions in real time, but the tool isn't enough if you don't have a robust customer service guide and an empathetic approach to it.
Use this process as a time to engage your team members and explore their experiences at work. They know better than anyone what makes customers happy and how to create an outstanding customer experience.
Ask these support staff to be as detailed as possible about what isn't working so you can pick a system and build processes that turn these tangible pain points into solutions for your end users. The best part? A good help desk will provide you with data to track these measurable improvements so you can change and adjust them on the fly.
What to look for in a help desk ticket system
As you evaluate these options, consider how your customers prefer to interact with your company. Do they prefer to call or email? How quickly do they expect a response from your team? Are they comfortable using self-service tools? If your customers could wave a magic wand and satisfy their needs, what would it look like?
Even if your current system doesn't have an easy way to answer these questions, your board team can review old support requests and talk to the rest of the team about it.
In the same way you explore your customers' priorities, you need to assess your team's needs. Make a short list of capabilities or features that you must have in a help desk or support service.
For example, your company could benefit from a ticket routing feature where support requests of a specific category are automatically forwarded to the right team. Or you might need it to integrate with your CRM software or in channels like Slack to receive real-time notifications.
These questions are a starting point that can help you evaluate each feature your team wants to prioritize:
What value does this feature add to our customers and our team?
Should we bundle this feature with other products or services? If so, is it possible?
Do we have to comply with technical requirements, such as data formatting?
Are there legal requirements that we must meet as a team (eg data storage)?
We recommend that support teams look for three key characteristics in these different functions and support sets:
Transparency: A good support ticket system lets you know when a support agent is already working on a ticket, so customers don't receive more messages.
Responsibility: The ability to assign tickets means nothing gets lost in the shuffle, especially when a team member takes time off or leaves the company.
Insight: Insight into your team's performance and customer satisfaction can change the way you do things. Look for easy-to-use reporting features that include the busiest days and times for support requests, the most popular topics people contact you about, and options to automate the process.
Include these top three priorities in your feature list. From there you can start filtering through the available help desks and integrations in the market. Look for solutions that align with your priorities before delving into the small details of the product.
For the final choice
Once the team comes up with a short list, have fun: test each help desk ticketing software.
Ask everyone to work with each help desk from a customer and team member perspective. Collaborate on "dummy" tickets and get a feel for how this system will affect your ability to collaborate.
You'll also pay close attention to the reporting options - both the level of detail and the usability of the metrics are important.
Here are some questions to consider:
How can this help desk expand with a growing team?
How does the user experience align with your brand? (At Help Scout, for example, customers only receive personal email.)
How comfortable is your team using it? (Look for details like fast load times and great search functionality.)
How detailed and easy to use is the report data?
What is the support experience like? Chances are the best ticketing solution for you also offers teams good support.
How useful is it for managers?
By following these steps, you'll arrive at a help desk ticketing system that prevents internal challenges and increases your team's ability to meet the needs of your customers every day.
HelpScout ticketing system is a good performer with a simple interface and essential features such as shared inbox, customer contact management, saved replies. However, it might not satisfy users who need more advanced functionalities.Is Help Scout a ticketing system? ›
HelpScout ticketing system is a good performer with a simple interface and essential features such as shared inbox, customer contact management, saved replies. However, it might not satisfy users who need more advanced functionalities.Which ticketing tool is best? ›
|Ticketing software||Starting price||Free trial|
|Zendesk||$49 per agent/month||14 days|
|Zoho Desk||$20 per agent/month||15 days|
|Freshdesk||$0 (up to 10 agents)||21 days|
|HappyFox||$39 per agent/month||14 days|
Office 365 Ticketing System is a helpdesk ticketing management software that was launched by Microsoft to help enterprises effectively manage ticketing issues.What is better than freshdesk? ›
ProProfs. Best Freshdesk alternative for teams with smaller budgets. Another help desk and customer service software all-rounder is ProProfs. A great option for mid-sized businesses, it's also bursting with lots of features to help your team members deal with support issues.How much does Scout software cost? ›
Free trial available. Standard pricing starts at $20 per user per month.Is Help Scout legit? ›
Best Customer Support Software with the Best Customer Support. Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication.Does Microsoft offer a ticketing system? ›
Now employees can create a helpdesk ticket system in the Sharepoint ticketing system on the fly using their existing Office 365 login credentials. Further, this Microsoft helpdesk won't need any additional cloud or services as it works within your Office 365 subscription and data stay with you with 100% control.Does Google offer a ticketing system? ›
What is Google's Ticketing Tool? Google's ticketing tool serves as a help desk to allow customers to access customer support. It means that businesses can control incoming customer requests. These can then be assigned to team members who are equipped to help the customers and resolve the task.Is Jira a help desk ticketing system? ›
Jira's ticketing system is one of its most popular features, allowing teams to create and track issues or tickets throughout a project's lifecycle. Each ticket includes detailed information about the issue at hand, including priority level, status, and other relevant details.
By adding ticketing functionalities and automation in Outlook, the Helpdesk system enables support agents to work with support request in the same way they do with emails. Moreover, Helpdesk add-in leverages your existing Microsoft resources such as MS SQL Server, Exchange server, Active Directory etc.Is Helpdesk 365 free? ›
Help Desk Plus for Office 365 is available as a free, fully-featured 14-day trial (1xSite License with an unlimited number of end-users) . Help Desk Plus is simple, customizable, Sharepoint hosted help desk software, that ensures your organization can handle every issue properly.How do I create a ticketing system in Excel? ›
Locate the tabs at the top of your Excel dashboard. Find the Data tab, then scroll to the right and click on the Data Validation icon. A page will pop up with a drop-down list. Click on the drop-down, select List, and input all the statuses of the ticket (i.e., open, closed, ongoing, and resolved).Is Help Scout free? ›
Help Scout's pricing uses a subscription model and charges per user. Annual and monthly subscription plans are available—businesses save 20% if annual billing is selected. Standard is $20 USD per user per month billed annually. Plus is $40 USD per user per month billed annually.What is the difference between Zendesk and Freshdesk 2023? ›
Best Value: The difference between the two is that Freshdesk lets you create both kinds of knowledge bases on any of its plans, including its free plan. Since Zendesk doesn't offer a free plan, you'll need to pay to have access to this feature and it's only offered on the Suite and enterprise plans.Is ServiceNow better than Zendesk? ›
Platform Flexibility and Data Sharing
However, when it comes to data and platform mobility, ServiceNow takes the lead. Both ServiceNow and Zendesk offer some import and export capabilities; however, ServiceNow is more flexible with Excel and PDF data imports, whereas Zendesk only offers imports through APIs.
“Why Do I Have to Pay a Membership Fee?” The Scouts BSA is a big organization that provides many services to its members. The fee helps them maintain all of their programs and pays the background expenses needed to keep the Scouting running.Is Zoom free for Scouts? ›
Free Pro access
Scouts have secured access to Zoom Pro for members to use while they are volunteering.
Simple plans for every seller. $348 billed annually. No commitment.Who uses Help Scout? ›
Today Help Scout is used by customer-centric organizations around the world, from small businesses to high-growth startups and non-profits.
Help Scout is a software company that provides a help desk and customer support platform for businesses. They are headquartered in Boston, Massachusetts and were founded in 2011 by Nick Francis and Jared McDaniel.What is the salary of a Help Scout? ›
|Support Features||Microsoft Premier Support||US Cloud Premier Support|
|Support Cost||$300 per hour||$200 per hour|
|Response Time||1 hr critical, 2 hr standard||15 min critical, 15 min standard|
|Ticketing software||Starting price||Free trial|
|TeamSupport||$49 per agent/month||14 days|
|Jira Service Management||$0 (up to 3 agents)||7 days|
|Mojo IT||$14 per agent/month||21 days|
|Hiver||$19 per agent/month||7 days|
In all cases, It is vital to know the difference between the CRM and the ticketing system. In simple words, a ticketing system focuses on supporting users in resolving issues. On the other hand, a CRM stores customer information required to handle service requests or for business development.What is smart ticketing system? ›
Smart Ticketing offers contactless payment methods in addition to go cards and paper tickets to pay for public transport. You'll be able to tap on and off to pay for travel using your Visa, Mastercard and American Express linked card or device.What is an IT support ticketing system? ›
An IT ticketing system is a tool used to track IT service requests, events, incidents, and alerts that might require additional action from IT. Get Demo. Get Demo. Ticketing software allows organizations to resolve their internal IT issues by streamlining the resolution process.Is Zoho a ticketing system? ›
Easy and user-friendly features set Zoho Desk apart as one of the best online ticketing systems available. Take a 15-day free trial of the industry's leading ticketing system software!Is Jira ticketing system free? ›
Our Free plan lets you try Jira Software for up to 10 users with 2GB of storage and Community Support. If you'd like to add more than 10 users or get access to more support and storage, you can sign up for a 7-day free trial of our Standard or Premium plan.What is Jira service desk called now? ›
In 2020, we introduced Jira Service Management to further empower development, IT operations, and business teams to deliver exceptional service experiences. Jira Service Desk is now part of Jira Service Management.
for every team. It's easy for every team, from IT to HR to legal, to set up and tailor their service desks to meet their specific needs. Try Jira Service Management for free.Does Microsoft have an email ticketing system? ›
Dynamics 365 Features for Help Desk
Automatic ticket creation based on incidents and requests submitted by users via email, web, phone, and other channels.
- In Microsoft Teams, do one of the following: Go to the Chat menu on the left. ...
- Type create ticket in the chat field and press Enter.
- Select Create Ticket. The Create Ticket window appears.
- Fill in the details of your ticket: ...
- Create your ticket.
Request Information - Mojo Helpdesk and Citrix
Mojo Helpdesk ticketing system, centralizes customer conversations in one place, automates repetitive work to save time, for speedy resolution.
Get Microsoft Office 365 Education free if you're a student or a teacher. If you're a student, teacher or faculty member with an active school email address, you're likely eligible to get access to Office 365 for free through Microsoft, with Word, Excel, PowerPoint, OneNote and Teams, plus other classroom tools.Can you use SharePoint as a ticketing system? ›
Helpdesk 365 – Sharepoint ticketing system is a Microsoft ticketing system that is simple and customizable. This trouble ticket system ensures org to handle every issue within a set time frame. Assign every ticket to a specific team and have no confusion about which team should be working on it.Is SharePoint is a ticketing tool? ›
The Microsoft software has a SharePoint ticketing system in that the information received by an organization or business entity can be shared among the customer service staff. There are numerous advantages of using a Microsoft SharePoint ticketing system.How do I create a help desk ticket in Jira? ›
- From the left-hand panel, click Projects.
- Click the Create Project button.
- Name the project.
- Use the default project template or change it. To change the template, click Change. ...
- On the Create project page, click Create.
- Enter the following details: Subject, Requester's name, Requester's email, Assignee, Team.
- Write your message.
- Click “Send” (the message will be sent to the Requester's email address).
Help Scout's support software operates like a shared email inbox. Help Scout enables large teams to provide customer support via email with their tool. The platform features integrations with live chat, phone systems, CRMs, and email marketing tools.
What is a help desk ticketing system? A help desk ticketing system is software that keeps track of customer issues so your support team can resolve them in a timely manner. It gives a team the everyday tools they need to do their job well, from answering tickets to collaborating with other team members.What does Help Scout software do? ›
Help Scout makes it easy for teams to work together in email inboxes like support@ and info@, offer live chat, build help centers, and more. Take a five-minute tour, or keep reading to learn more.What is Scout software used for? ›
About Scout. Scout APM makes it easy to quickly identify, prioritize, and resolve performance issues in production code. With real-time alerts and a powerful UI that lets you drill down into root causes, Scout helps you spend less time debugging and more time building a great product.What is the difference between Help Scout and Document360? ›
Help Scout is a complete customer support product and knowledgebase (docs) is a small part. Hence they are going to have only a handful of features. However, Document360 on the other hand is the focused product on knowledge base with a single mission of covering all aspects of the self-service knowledge base.What system requirements does Help Scout need? ›
Help Scout for Android requires Android 11.0 or later. Did this answer your question?Does Google have a ticketing system? ›
What is Google's Ticketing Tool? Google's ticketing tool serves as a help desk to allow customers to access customer support. It means that businesses can control incoming customer requests. These can then be assigned to team members who are equipped to help the customers and resolve the task.Does Help Scout work with Outlook? ›
Setup instructions from common email tools, hosts, and help desks (including Outlook, Zendesk, and Yahoo!) Manually Forward Email to Help Scout. Customize Your Mailbox Settings.Is scout APM free? ›
Scout APM is free for open source! Contact us for a free account firstname.lastname@example.org.What is Simotion Scout? ›
Description. The SIMOTION SCOUT can offer multiple technology functions, configuration, and management navigation center for perfect control over every step.