Skip to main content
Tools
10 Best Customer Service Ticketing Software For 2022

The Best Customer Service Ticketing Software List

Here’s a shortlist of my top picks—read more about each one below:

  1. Hiver

    Best help desk for teams handling Gmail and email issues

  2. EngageBay

    Best for small teams looking to grow their business

  3. Zoho Desk

    Customer service software with context-aware workflow automation

  4. Freshdesk

    Best enterprise customer service ticketing software with AI engine

  5. HappyFox

    Best ticketing software for modern IT help desk teams

  6. Jitbit Helpdesk

    Best for large educational and technology organizations

  7. Jira Service Desk

    Best ticketing software for startups and small businesses

  8. SupportBee

    Best pricing model for small businesses

  9. Wowdesk

    Best customer service ticketing software for media, marketing, and ecommerce teams

  10. Gorgias

    Best customer service ticketing software for Shopify integrations

In this article, I’ll take you through my top customer experience ticketing software, describe what each tool is good at, and give you information like pricing and features to help you choose the best tool for you.

As your business grows, ticket management can become a daunting task for your team if you’re still using email or a simple chat system to organize and respond to everything.

If you’re considering switching over to a help desk or even starting to use one for the first time, I’ve got you covered—I’ve picked a range of the best customer service ticketing software. These help desk tools can help you get feedback from users, resolve customer issues more efficiently, improve your product or service, and improve your overall customer satisfaction.

The CX Lead is reader-supported. We may earn a commission when you click through links on our site — learn more about how we aim to stay transparent.

Overviews Of The 10 Best Customer Service Ticketing Software

Here’s a brief description of each of the customer service software on my list showing what it does best, plus screenshots to showcase some of the features.

1

Hiver

Best help desk for teams handling Gmail and email issues

Hiver is literally “a bunch of folks with a borderline devotion for email” and it really shows in their ability to evolve and change to meet the needs of modern businesses.

Hiver gets rid of robotic ticket numbers and responses by transforming Gmail into a help desk to make your team’s conversations more personal.

They also make sure that you won’t need long, boring training guides, onboarding, or transmission times by providing software that has an almost zero learning curve.

Hiver’s pricing is very reasonable for small teams; starting out at $7/month/user, it gives your team everything you need to get up and running. Their pro plan is extremely popular and gives teams SLA’s, unlimited inboxes, and a dedicated CRM at $37/month/user.

7 days free trial

From $19 per agent per month

2

EngageBay

Best for small teams looking to grow their business

EngageBay is made up of a young team of developers with the goal of building software to support up-and-coming businesses─ they developed easy-to-use and integrated marketing, sales, and CRM platform with support-friendly automation. Also, they won’t hold your team back with limited ticket options; their free plan allows for unlimited support tickets and unlimited personalization.Aside from their great free plan, pricing starts at $9/month/user for 15,000 contacts and 10,000 branded emails.

From $9/month/user for 15,000 contacts and 10,000 branded emails

3

Zoho Desk

Customer service software with context-aware workflow automation

Zoho Desk is best known for robust support ticket management across channels like phone, live chat, social media, email, and web forms. It offers intelligent automation and productivity tools, too.Zoho Desk is a context-aware customer support software solution built to resolve everyday customer service challenges. It is easy to set up and broadly customizable. It has an intuitive ticketing view and makes team collaboration easier. It packs all the automation and analytics necessary to scale to any volume of customers. It is widely extensible and offers integration options to connect with other business tools used by the team for context and continuity.Zoho Desk integrates with other first-party Zoho software (CRM, SalesIQ, Analytics, Assist) as well as third-party partners like Google Workspace, Jira, Slack, Salesforce, Microsoft Teams, Mailchimp, Twilio, and Duocom. You can also connect to other apps using a paid plan through Zapier.Zoho Desk offers a 15-day free trial after which teams can continue with the free plan for 3 agents or choose from the paid editions ranging from US $14 – US $40 per agent per month.

15 days trial for each plan

From $20/agent/month for the standard plan

4

Freshdesk

Best enterprise customer service ticketing software with AI engine

Being called a visionary within the CRM world, Freshdesk builds itself on automation and delivering better, faster responses to customers with their easy-to-use channels and ticketing system. Your team has access to tons of features within their collaborative inbox, including prioritization, collision detection, canned responses for faster response times, and ticket customization. Their custom service level agreement management allows teams to manage and set up rules and reminders. Aside from their free sprout plan, Freshdesk’s standard support plan comes in at $15/month/agent.

21 days free trial

From $35/agent/month

5

HappyFox

Best ticketing software for modern IT help desk teams

Trusted and used for years by Fortune 500 brands, HappyFox proves easy to access ticketing features all from the same clean and practical interface. Their quick action ticketing system handles bulk actions, replies, and allows for quick search and filtering actions. HappyFox offers a literal mountain of features and I would really recommend this feature for modern tech teams. Their asset management tracking and audit logs allow powerful change management capabilities.HappyFox provides agent-based pricing for specific use cases or unlimited agents for bigger teams. All of their pricing is available by request.

6

Jitbit Helpdesk

Best for large educational and technology organizations

JitBit makes a painless help desk system that is used by companies such as Microsoft, Adobe, and Netflix. Although having a plethora of features, JitBit makes sure not to overwhelm users with everything upfront─and hides them until you need them. Aside from the customizable automation rules and a huge web-portal for end-users, JitBit comes bundled with iOS and Android apps to provide support from wherever. JitBit’s yearly plan starts at $1700/10 agents. They also have a cloud-based SaaS help desk that comes in at $24/month.

$1700/10 agents

7

Jira Service Desk

Best ticketing software for startups and small businesses

Trusted by over 25,000 organizations worldwide such as Airbnb and Foursquare, Jira Service Management offers intuitive, cost-effective software suitable for any team. They offer out-of-the-box ITIL processes for service request fulfillment, incident problems, and change management processes, and the tool prides itself on quick SLA to get things done quickly with prioritized queues. Another thing I really like about Jira Service Management is their Confluence knowledge and creation base which allows any support team to build custom templates, self-service knowledge bases and collaborate with other members.Jira Service Management offers a great free plan for up to 10 users with automation, admin, and storage features. Their next plan starts at $7/month/user.

From $7/month/user

8

SupportBee

Best pricing model for small businesses

SupportBee offers a complete help desk ticketing system with a shared inbox, knowledge base, and customer interaction portals, as well as offers an affordable per user plan aimed at small business and startup teams.The interface on this customer support software allows teams and members to communicate all within the same tool. SupportBee has an incredibly easy learning curve and most of their customers are able to get up and running within minutes without feeling overwhelmed.SupportBee’s startup plan starts at $13/user/month and includes a shared inbox, knowledge center, and basic integrations.

From $13/user/month

9

Wowdesk

Best customer service ticketing software for media, marketing, and ecommerce teams

Wowdesk has a rich set of features and capabilities, and the ticketing system is designed to help any team in any industry quickly adapt to today’s customer service environment. They provide an easy-to-use, intuitive help desk software that can handle and advance workflows and create the best solutions with the added help of their AI ticket tracker. On top of everything, Wowdesk has a vast knowledge base for external and internal users to look up answers to common customer inquiries.Wowdesk created pricing to work with any size business; they offer a basic free plan for up to 3 agents that includes a basic support center and email cases. If you’re looking for a little more, their starter plan starts at $6/month/user.

From $6/month/user

10

Gorgias

Best customer service ticketing software for Shopify integrations

Founded in Paris by Alex Plugaru and Romain Lapeyre, Gorgias aims to help independent e-commerce brands turn their support center into a profit center. Gorgias allows easy order editing, subscription updates, and refund payments all from their intuitive help desk. Finally, their automation allows you to engage with customers before they hit your website by responding to customers through your social media pages.Georgias’ services come with a price, but you get what you pay for. Starting at $60/month, the basic plan includes unlimited users, hundreds of apps, social media, and website integrations, with tons of live chat and ticketing features.

7 days free trial

From $60/month

The Best Customer Service Ticketing Software Summary Table

Tool Free Option Price
1
Hiver

Best help desk for teams handling Gmail and email issues

7 days free trial

From $19 per agent per month Visit Website
2
EngageBay

Best for small teams looking to grow their business

Not available

From $9/month/user for 15,000 contacts and 10,000 branded emails Visit Website
3
Zoho Desk

Customer service software with context-aware workflow automation

15 days trial for each plan

From $20/agent/month for the standard plan Visit Website
4
Freshdesk

Best enterprise customer service ticketing software with AI engine

21 days free trial

From $35/agent/month Visit Website
5
HappyFox

Best ticketing software for modern IT help desk teams

Not available

Visit Website
6
Jitbit Helpdesk

Best for large educational and technology organizations

Not available

$1700/10 agents Visit Website
7
Jira Service Desk

Best ticketing software for startups and small businesses

Not available

From $7/month/user Visit Website
8
SupportBee

Best pricing model for small businesses

Not available

From $13/user/month Visit Website
9
Wowdesk

Best customer service ticketing software for media, marketing, and ecommerce teams

Not available

From $6/month/user Visit Website
10
Gorgias

Best customer service ticketing software for Shopify integrations

7 days free trial

From $60/month Visit Website

Need expert help selecting the right Ticketing & Help Desk Software?

We’ve joined up with the software comparison platform Crozdesk.com to assist you in finding the right software. Crozdesk’s Ticketing & Help Desk Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business’s needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.

It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:

Other Customer Service Software Ticketing Software Options

Here’s a few more that didn’t make the top list.

  1. LiveAgent – Best customer service ticketing software for WordPress and Slack integrations.
  2. HubSpot Service Hub – Industry-leading solution with a great free plan.
  3. Zendesk – Tons of helpdesk and customer support features ranging from answer bots to forums and ticketing, from an industry-leading customer service product.
  4. Kayako – Great omni-channel, cloud-hosted customer support software for SMBs.
  5. Labidesk – New, quickly expanding customer support software with a shared inbox, help center portal, live chat, and knowledge base. Many more features in development.
  6. Help Scout – Best company plan for teams of 25+.
  7. DiamanteDesk – Flexible and extensible open source customer support software based on PHP 5, Symfony2, Oro Platform, and Bootstrap.
  8. Vision Helpdesk – Robust suite of 4 products (a live chat software, help desk software, IT service desk software, and a satellite desk which allows you to provide a customer service functionality for multiple companies or products at once) .
  9. Raiseaticket – A simple, free help desk solution that primarily handles ticket management through email and/or a help desk web portal.
  10. Eeedo – Omnichannel customer support software used by call centres and in-house customer service teams. It can integrate with existing CRMs or other customer service software. 
  11. Infoset – Cloud customer service software that offers different feature sets as you scale, from a simple CRM with live chat and ticket management to a call centre to an enterprise hub with automated workflows and chatbots.
  12. Deepdesk – Best for contact center AI and automation.
  13. Eden Workplace – Best for managing teams in multiple workspaces.
  14. Bold360 – Best for travel and hospitality for your customer support team.
  15. Avochato – Best for live chat and voice ticketing solutions.
  16. Elevio – Best for hosted docs.
  17. HelpDesk – Best integrations for SalesForce and Github.
  18. LiveHelpNow Suite – Best completely customizable UI. 
  19. ngDesk – Best free software for asset management.
  20. ProProfs Help Desk – Best bug tracking ticketing help desk solution.
  21. Mint Service Desk – Best software for incident management.
  22. HelpCrunch – Best software for Facebook integration.

Customer Service Ticketing Software Comparison Criteria

What do I look for when I select the best customer support service ticketing software? Here’s a summary of my evaluation criteria: 

  1. User Interface (UI): Is it clean and organized? Does the software let you escape third-party branding logos? 
  2. Usability: Ease of use and setup is a top priority. Is it intuitive? Does the company offer good support, help/knowledge bases, FAQs, a self-service portal, tutorials, and training? 
  3. Integrations: Is it easy to connect with other tools and apps? Are there pre-set integrations? 
  4. Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible? 

Customer Service Ticketing Software Key Features

  1. Enables team collaboration and shared inboxes
  2. Automations to streamline workflow and ticket routing
  3. Reporting and analytics for team development and customer interaction metrics
  4. User and customer knowledge bases 
  5. Artificial intelligence bots
  6. Email tags, delegation, and templates 
  7. Customization for interface, bots, responses, and replies 
  8. Canned messages for prepared answers

What Do You Think?

Organizing and properly handling customer tickets within your business can help you streamline and create a better overall customer satisfaction efficiency model─these tools will help any team accomplish that from start to finish. 

Which ticketing software or G-Suite integrations have you used? What does your team use to optimize ticket data, create a better workflow for your business, and manage your customer experience? What are your best tips for first-time users? What are your favorite tools or bots to use for real-time ticketing? Let us know in the comments! 

To keep on top of the latest insights from top thinkers in the industry, be sure to subscribe to our newsletter. I also welcome you to join the waitlist to be part of The CX Lead community forum, an online community for CX professionals to network, get feedback, and share ideas.

Related List of Tools: Customer Tracking Software

By Finn Bartram

Leave a Reply