Best ticketing system: 17 Top picks for 2024 

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. 

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

• Instant ticket creation and assignment 
• Conversations for quick connections with customers 
• Multi-process customization with layout, forms, views, and permissions 
• Shared team inbox to enhance team collaboration  
• Real-time updates on the ticket progress 
• Comprehensive ticket timeline for storing all updates, notes, conversations, and files 
• Customizable notifications – email, desktop, and mobile app 
• Configurable SLAs and breach protocols 
• Advanced reporting tools 
• Seamless integrations with 700+ Business apps

Pricing  

Basic – $23 per user/month 

Pro – $39 per user/month 

Business – $63 per user/month 

Enterprise – Custom (contact sales) 

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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

• 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.

Key features

• AI-powered ticketing system 
• Multi-channel conversations 
• Collaborative team ticketing 
• Customizable SLA management 
• Field service management 
• Contextual ticketing integration 
• Comprehensive reporting tools 
• Real-time updates  

Pricing

Growth – $15/agent/month

Pro – $15/agent/month

Enterprise – $79/agent/month

Interesting read: Best Freshsales alternative is here!

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 

• 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

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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

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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

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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. 

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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. 

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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.

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Frequently asked questions