Top 10 Helpdesk Ticketing Systems for 2024

As a business owner, you understand the critical importance of efficient ticketing systems for customer support and IT requests. In this comprehensive guide, we will evaluate and compare the leading ticketing systems for their features, pricing, and our expert reviews.

Consider the following scenarios: A customer seeks assurance from your support team regarding an upgrade’s ability to solve their issue before making a purchase. Your support agent seamlessly accesses the knowledge base, provides the necessary information, and successfully closes the sale.

In another instance, a customer follows up on a previous ticket concerning a defective product. Your support representative quickly reviews past communications and finds the relevant documents in your internal wiki to address the issue, ultimately satisfying the customer and retaining their loyalty.

In both scenarios, the support team’s efficiency depends on having immediate access to information for resolving issues swiftly.

Efficient ticket management is the cornerstone of exceptional customer service. Without it, customers have to repeat their concerns, and support agents take longer to provide solutions due to the lack of integration between the knowledge base and the ticketing system.

Therefore, it is crucial to invest in a ticketing solution that seamlessly integrates with your existing workflow applications while prioritizing security, scalability, and user-friendly interface.

This guide will walk you through the essential features to consider when selecting a ticketing system, how to leverage its capabilities, and the top ticketing systems you should consider for your business.

What is a Ticketing System?

A ticketing system is a vital customer service tool that manages and categorizes service requests from various platforms, including live chat, social media, email, and phone. This system enables support teams to assign tickets to the appropriate resources for expedited resolution.

What is Help Desk Software?

Help desk software is a specialized category of ticketing systems designed specifically to manage customer support inquiries. Typically, help desk software includes features such as ticket tracking, email integration, and reporting functionalities.

How Does a Ticketing System Work?

Stage 1 – A customer submits a request, generating a new ticket that outlines the problem, question, task, or incident.

Stage 2 – Modern ticketing applications powered by AI automatically route the ticket to an available agent with the necessary expertise to address the request.

Stage 3 – Customer support personnel work on the ticket and perform the required action. If necessary, the ticket is escalated to a more qualified operator. Throughout this process, the ticket serves as a communication thread between the support representative and the customer.

Stage 4 – Upon resolution, the ticket is closed and retained for valuable data analysis, providing insights into audience needs and the effectiveness of your customer success program. Ticketing apps also offer analytics and metrics for performance evaluation.

Stage 5 – The customer receives a final update confirming the completion of all actions.

Why Do Support Teams Need a Ticketing System?

Stay Organized

An AI-enhanced ticketing system establishes a priority standard for organizing support tickets, enhancing team productivity and ensuring prompt customer support, thereby leading to higher customer satisfaction.

Consolidate Interactions in One Thread

A majority of consumers expect support agents to have a comprehensive history of their interactions and purchase details. By integrating with various communication channels, top ticketing systems consolidate all interactions into a single thread, enabling seamless resolution of issues across multiple touchpoints and customer service representatives.## Rewritten Content:

Managing Requests and Assigning Priority

Many online ticketing systems automatically prioritize tickets based on urgency, which can result in lower priority tasks being neglected. This can lead to longer resolution times and potential violations of service level agreements. A more effective approach is to handle requests on a first-come, first-served basis, ensuring that all customer issues are addressed promptly.

Enhancing Communication and Collaboration

Ticketing systems facilitate internal collaboration through features such as escalating or transferring tickets to senior employees, adding private notes for context, and providing internal messaging capabilities for support representatives. This level of communication and collaboration ensures that multiple agents can seamlessly work together to resolve tickets. It’s crucial to use a ticketing tool that integrates with knowledge management solutions and email services for quick access to information.

Generating KPI Reports

Online ticketing systems offer customizable analytics to generate targeted reports and measure important data such as the percentage of resolved tickets after initial contact with a support representative, unresolved ticket rates, SLA violations, average resolution time, customer satisfaction, and agent activity. These metrics enable businesses to measure performance and identify areas for improvement in service operations.

Key Features to Consider in a Ticketing System

1. Alignment with Business Goals

Start by identifying frustrations and inefficiencies with the existing ticketing system and consider business goals that the new tool should address. Look for solutions that help achieve these goals.

2. User-Friendly Interface

Look for a ticketing system with an intuitive interface that is easy to use and allows support teams to make changes without needing IT intervention. Consider a trial and demo before making a decision to ensure it meets your team’s needs.

3. Support Across Multiple Channels

Choose a ticketing system that integrates with various customer support platforms to provide a seamless experience for customers seeking support across different channels.

4. Multilingual Support

Select a ticketing system that offers support in multiple languages to ensure a consistent level of service for all customers, regardless of their location.

5. Strong Customer Support

Consider the availability and reliability of customer support for the ticketing system, as it is essential for both internal and external users.

6. Collaboration Features

Look for a ticketing system with collaboration features such as collision detection, mentions, private notes, and saved replies to facilitate effective communication and knowledge sharing within the support team.

7. User-Friendly Search Function

Find a ticketing system with a robust search function that allows support teams to easily find tickets by priority and assigned rep, as well as by filter options and specific labels for products and issues.

8. Security Features

Ensure that the ticketing system provides robust security features to protect sensitive customer and business data.- Secure message encryption to safeguard customer communications from unauthorized access

  • Implementation of role-based permissions to control access and define user privileges
  • Compliance with HIPAA and GDPR regulations to ensure the protection of sensitive data
  • Utilization of two-factor authentication to enhance the security of user accounts
  • Integration of virus scanning to detect and prevent malware from being downloaded through files
  • Adoption of SSL encryption for cloud-based ticketing solutions to ensure secure data transmission
  • Implementation of IP restrictions to block unauthorized individuals from gaining control of the backend system

9. Efficient Ticket Routing, Tags, and Categories

An organized ticket system with defined categories and tags is essential for clarity and efficiency. Agents should easily determine a ticket’s status and its next steps, whether handling it themselves or routing it to a more qualified representative. As tickets are moved, merged, or routed to different agents, they should be labelled and processed with appropriate categories and tags. For instance, agents can filter tickets based on status, department, issue, and request type for quick understanding and action.

10. Knowledge Management Capabilities

Research has shown that organizations offering self-service options experience a reduction in phone queries and an increase in web traffic. A knowledge management platform can create a searchable, interconnected database for customers, leading to a decrease in ticket volume and providing more time for customer support reps to address technical queries. Additionally, knowledge management software should integrate with ticket management solutions and feature AI Suggest capabilities to easily locate relevant content for common issues.

For voice support, Guru AI Suggest Voice is an AI-powered voice-to-knowledge solution that offers real-time information to support teams during phone conversations. It listens to voice interactions, transcribes speech to text, and swiftly provides relevant knowledge to support teams without requiring human effort.

For text-based support, Guru AI Suggest Text generates card suggestions for support agents by analyzing the text from customer conversations to recommend suitable content and assist in resolving queries faster.

11. Scalability

Scalability is vital for growing teams. It’s important to select a ticketing system that can scale according to your team’s needs, while offering API access and workflows to automate repetitive tasks as support volume increases. It’s crucial to consider future costs and whether they align with your budget when evaluating a ticketing system.

12. Integrations

Integrations play a key role in preventing data silos and streamlining workflows. By integrating with various applications such as Jira, Asana, Slack, and Zapier, Guru facilitates seamless data management and collaboration, ensuring a consistent user experience and improved customer service.## Improving Customer Support System

  1. Streamline Customer Support Channels
    To elevate the customer experience, it’s crucial to integrate all customer support channels into the ticketing system. This integration enables agents to access customer information seamlessly, resulting in expedited issue resolution.
  2. Incorporate Self-Service Options
    Addressing the preference of many customers to independently resolve issues, ensure that the ticketing system encompasses self-service functionalities. Empowering customers to resolve queries autonomously can enhance overall satisfaction.
  3. Develop a Robust Internal Knowledge Base
    Effective support agents rely on a comprehensive and easily accessible internal knowledge base. Building and maintaining such a resource saves time and garners appreciation from the team.
  4. Utilize Predefined Ticket Actions for Automated Support
    Enhance efficiency by incorporating predefined actions within tickets, enabling agents to swiftly address common issues without reinventing the wheel.
  5. Implement a Request Prioritization System
    To ensure the timely handling of high-priority requests, a prioritization system within the ticketing system is essential. This enables agents to attend to critical issues as a priority.
  6. Monitor and Enhance
    Continuous evaluation of ticketing system performance is vital for improving the customer experience. Select a system that provides robust tracking and reporting capabilities, facilitating the identification of areas for enhancement and automation improvement.

Leading Ticketing Systems in 2024

1. TiketCRM

Best for: Companies seeking chat or chatbot integration

How it works: Intercom offers a conversational software with chat support, enabling direct access to representatives, self-service options, and proactive support through chat, pop-ups, and banners.

Noteworthy for: Flexible messaging system and mobile/desktop chat support for personalized customer assistance on the go.

Pricing: Starting at $65/month


2. Zendesk

Best for: Larger businesses

How it works: Zendesk is a cloud-based ticketing system providing a comprehensive customer support solution, incorporating features such as ticket management, live chat, knowledge base, and reporting.

Standout feature: Complete customer support solution with holistic ticket management, live chat, and knowledge base.

Pricing: Beginning at $49/month

3. ProProfs Help Desk

Best for: Small and mid-size businesses

How it works: ProProfs Help Desk offers ticket management and reporting features, with integrations for a comprehensive view of customer support.

Noted for: Comprehensive ticket management and reporting features.

Pricing: Starting from $15/month## Top Ticketing Systems for Businesses

4. SupportBee

Supportbee ticketing tool

Best for: Small businesses

How it works: SupportBee is a ticketing system providing ticket management, reporting features, and seamless integration with other software for a comprehensive customer support approach.

Stands out for: Ticket management and reporting features

Pricing: Starts at $15/month

5. Freshdesk

Freshdesk ticketing system

Best for: Small businesses needing efficient scalability

How it works: Freshdesk is a customizable cloud-based ticketing system suitable for both customer-facing and internal help desk solutions. It offers various features such as ticket creation, automation, incident and asset management, as well as comprehensive reporting.

Stands out for: Scalable automation and auto-ticket assignment

Pricing: Support Desk plans start at $19/month, with Omnichannel plans available for $29/month or more

6. Solarwinds Service Desk

Solarwinds Service Desk

Best for: Mid-sized businesses

How it works: Solarwinds is a cloud-based ticketing system geared towards employee support, offering robust ticket and asset management, along with no-frills knowledge base and analytics.

Stands out for: Ticket and asset management, robust reporting

Pricing: Starts at $19/month

7. Zoho Desk

Zoho help desk ticketing

Best for: Small businesses

How it works: Zoho Desk, a SaaS ticketing solution, operates using a cloud-based system and offers robust ticket management and reporting capabilities, including integration with CRM and other tools for centralized service delivery.

Stands out for: Help desk functionality and centralized analytics

Pricing: Plans start at $14/month

8. Freshservice

Freshservice ticketing system

Best for: Mid-sized businesses

How it works: Freshservice, a cloud-based ticketing system, provides a customizable help desk solution tailored to business needs. It includes ticket and asset management, service level agreement tracking, and seamless integration with other software for a comprehensive customer support approach.

Stands out for: Comprehensive ticket and asset management, robust SLA tracking

Pricing: Starts at $29/month

9. Jira Service Management

Jira Service Management

Best for: IT ticketing

How it works: Jira Service Desk is tailored for IT ticketing, offering robust help desk features including ticket management, SLA tracking, and reporting.

Stands out for: IT ticket management and SLA tracking

Price: Plans start at $20/month## Streamlined Help Desk Ticketing System for Enterprises

ServiceNow ticketing system

Key Features:

  • Ticket management
  • Asset management
  • Automation
  • Self-service
  • SLA tracking
  • Reporting

ServiceNow is a comprehensive ticketing system and service CRM designed to streamline internal IT service management and client support for enterprises. It offers robust ticket management features, efficient asset management, and precise SLA tracking.

Price: Starting at $100/month

Enhance Customer Support with Specialized Ticketing Software

The ideal ticketing system ensures organization and efficiency, offering scalability, security, and seamless integration with your existing tools. Rather than opting for an all-in-one solution, choosing a specialized ticketing software that focuses on core functions is recommended. Pair it with Guru for advanced knowledge base features, empowering your agents to access essential information effortlessly. Guru seamlessly integrates with Jira, Zapier, and other tools in your tech stack, optimizing your support processes and maximizing productivity.

Note: The rewritten text emphasizes the key features of ServiceNow and highlights the benefits of specialized ticketing software, maintaining a creative and engaging tone.


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