The Best Customer Service Ticketing Software List
Here are the top 10 customer service ticketing software I’d like to highlight out of the 31 I cover in this article:
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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. Customer experience ticketing software may just be the solutions to all of your woes.
With the ever-growing importance of providing excellent customer service, having the right ticketing software is key for any business. With it, you'll be able to tackle a higher volume of queries, route them to the best-suited agent, and keep detailed customer records for continuity.
In this article, I'll help you pick the right customer service ticketing software for your business by outlining the best options on the market today and highlighting what each does best. That way, you can pick the one that meets the unique needs of your business and customers.
What is Customer Service Ticketing Software?
Customer service ticketing software is a type of software designed to help businesses manage and track customer inquiries and issues through a centralized system. When a customer contacts a business with a problem or question, the software creates a unique ticket that includes all relevant information about the issue, such as the customer's contact information, the nature of the problem, and any previous interactions with the customer. The ticket is then assigned to a customer service representative who can track the status of the ticket, communicate with the customer, and resolve the issue.
How I Selected the Best Customer Service Ticketing Software
If you're wondering how I selected the best customer service ticketing software, here's where I'll break it all down for you. First of all, I started with customer service ticketing software that have high user review and satisfaction ratings. Then, using my experience in customer experience, I discerned what key criteria were most important for customer service ticketing software and compared how each of them stacked up against the rest.
I empathize with how much time it takes to source the right software for a job. I do this work so that you don't have to. I've been using and reviewing customer service ticketing software for years so you can trust me to do the heavy lifting and compile all the facts you need to make your final decision.
If you have more general questions about customer service ticketing strategy, you can skip to our FAQ at the bottom of the page. Or, you can jump right to the best customer service ticketing software overviews if you're ready to start comparing.
Selection Criteria
After careful consideration, I've determined that these are the most important criteria when selecting the best customer service ticketing software. Here's a brief list outlining the whats and whys of my selection.
User Interface (UI):
The user interface is a critical factor when selecting customer service ticketing software as it directly affects the ease of use and productivity of the customer service team. A well-designed user interface can significantly enhance the user experience and enable representatives to quickly access essential information and functionalities. An intuitive interface with clear navigation and easy-to-use features also reduces the learning curve for new team members, minimizing training time and improving overall productivity.
Usability:
Usability is crucial when selecting customer service ticketing software because it directly impacts the efficiency and effectiveness of the customer service team's workflow. Software that is easy to navigate, has clear and concise features, and provides intuitive functionality helps customer service representatives resolve issues faster and with more accuracy.
Integrations:
Integrations are an essential consideration when selecting customer service ticketing software as they allow for streamlined communication and collaboration between different departments and software systems. By integrating with other tools, such as customer relationship management (CRM) software, marketing automation platforms, or project management software, customer service representatives can access critical data and information to better serve customers. Integrations also enable data sharing between systems, reducing duplication of effort and the potential for errors.
Pricing:
Pricing is a crucial factor when selecting customer service ticketing software as it directly impacts the budget and overall cost-effectiveness of the solution. It's essential to consider both the upfront cost and ongoing expenses, such as subscription fees, support costs, and any additional fees for customization or integrations. It's also important to assess whether the pricing model is scalable, meaning it can accommodate future growth or changes in the business.
Overviews Of The 31 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.
Salesforce Service Cloud
Best for AI-powered workflow automation
Salesforce Service Cloud provides companies with various customer service tools that enable their support teams and agents to accept and manage tickets, create cases, and track them as they go through the pipeline.
The software can automatically route the tickets to the appropriate agent based on the category, severity, and complexity of the issue. It can also prioritize certain tickets and escalate them to the right support team.
One of Service Cloud’s main features is the Lightning service console. It works to help increase agent productivity to the next level. The Lightning console unifies the agent experience and centralizes all the customer data they need in one place. Agents can find everything through the Lightning console, including customer profiles, case histories, dashboards, and previous interactions.
Omnichannel routing is another feature of Service Cloud’s customer service ticketing software. It ensures the delivery of smart customer service by automatically matching tickets/cases to the right support team or agent with the experience and skill set to resolve the issue in the quickest way possible. Omnichannel routing offers efficiency and transparency. Customer service managers can easily manage agent availability in real time with smart and automated routing.
Salesforce Service Cloud is also equipped with features for workflow and approvals. Users have the ability to automate and customize any customer service or approval process via a simple drag-and-drop mechanism. One of its key components is dynamic, AI-powered workflow automation. This can help streamline every workflow and approval process with clicks instead of writing lines of code. It can also empower support teams and optimize their workflows with quick access to the most critical data, regardless of the source.
Pricing for Salesforce Service Cloud starts at $25 per user/month with annual billing and includes a 14-day free trial.
LiveAgent
Best ticketing and knowledge base management in one
LiveAgent is a help desk software with multi-channel ticket management as well as knowledge base management features for customer service teams.
Why I picked LiveAgent: When you open the platform, you land in a shared inbox that provides all team members with an overview of incoming tickets. The software supports phone, email, and chat ticketing and auto-assigns tickets to the best team member to handle them. Customer data and history are stored in the system's built-in CRM, giving agents context when responding to support requests.
Beyond the help desk functionality, support teams can also use the software to build out a self-service knowledge base for customers. The user-friendly content editor makes it easy to produce helpful articles and guides to common questions coming from clients. Teams can also set up forums for customers to exchange tips, tricks, and best practices among themselves.
LiveAgent Standout Features and Integrations
Features include automated ticket assignment, in-app notifications, shared inbox, two-way calling, multilingual live chat, knowledge base builder, customizable themes, WYSIWYG content editor, and a reporting dashboard.
Integrations include ActiveCampaign, BigCommerce, Clockify, Cloudtalk, Gmail, Jira, Magento, Pipedrive, Shopify, Slack, Trello, Twilio, and Webflow.
SysAid
Best customer service ticketing for internal departments
SysAid’s help desk software offers self-service, ticket management, and task management tools for internal service teams like IT and HR. Automated ticket managements ensures that all service request tickets are sorted, routed, and sent to the appropriate desk or agent. Assignments can be based on factors like user group, SLA, or category. Escalation rules can also be set through automation, ensuring that time-sensitive and important requests are prioritized.
The self-serve portal helps other employees find answers to FAQs and access support with basic tasks that don't require the help of an agent. Asset management and a knowledge base keep information organized and accessible. Remote control is also available so that agents can interface directly with an end user's device to resolve issues. Reporting dashboards provide insights into team performance and other core metrics.
SysAid Standout Features & Integrations
Features include task and ticket automation, automated escalation, self-service portal, knowledge base, drag-and-drop workflow builder, asset management, audit trails, project management, and problem management.
Integrations include Azure, Google Apps, Jira, Microsoft Teams, Office 365, Onelogin, PowerBI, and Slack. Users can connect to other apps with a paid Zapier account.
Hiver
Best help desk for teams working within Gmail
Hiver is an innovative customer ticketing system that helps organizations offer top-notch customer service and support. This cloud-based solution enables businesses to manage all of their customer tickets from one centralized platform that provides a simple and efficient way to respond quickly to inquiries.
With Hiver, customer service agents can create custom workflows for efficiently handling tickets. Agents can assign tasks, set up automated responses, track response times, prioritize requests, generate reports, and more—all from the same interface. Plus, customers are provided with updates on the progress of their ticket throughout their interaction with the organization’s customer service team.
Equipped with powerful features like integrations with popular applications such as Slack and Zendesk, Hiver provides businesses with an easy-to-use tool for providing better customer support experiences.
Why I Picked Hiver: Hiver is literally “a bunch of folks with a borderline devotion for email” and it really shows in their ability to ensure all elements of customer ticketing services can be handled right within a Gmail intrface. Hiver gets rid of robotic ticket numbers and responses by transforming Gmail into a help desk to make your team’s conversations more personal. Hiver 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 Standout Features & Integrations
Features include batch permissions & access, chat, data export, external integrations, multi-user, scheduling, contact management, customer management, email integration, Google apps integration, notifications, API, dashboards, and data visualization.
Integrations include Gmail, Slack, Zendesk, and more if you connect to Zapier (may require a separate paid plan).
EngageBay
Best for small teams looking to grow their business
EngageBay's customer ticketing system is a powerful customer service software that helps businesses manage and respond to customer inquiries quickly. It allows customer support teams to be more productive in their day-to-day operations by tracking, prioritizing, and responding to customer tickets from one central platform. This user-friendly system provides organizations with the tools they need to better understand and serve their customers at any time.
EngageBay works by offering a range of features such as ticket routing, auto resolution, knowledge base management, and SLA tracking for maximum efficiency. This gives businesses the ability to quickly answer questions or requests from different channels such as emails or web forms. Furthermore, EngageBay enables companies to customize their workflow processes so that each team member can quickly respond to incoming tickets without having to learn complex systems.
Why I Picked EngageBay: EngageBay is made up of a young team of developers with the goal of building software to support up-and-coming businesses. They developed an 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.
EngageBay Standout Features & Integrations
Features include API, chat, conversion tracking, dashboard, data visualization, marketing automation, password & access management, scheduling, task scheduling/tracking, click-to-dial, landing pages, A/B testing, contact management, CRM integration, data export, email integration, external integrations, lead management, multi-user, project management, social media integration, third-party plugins/add-ons, custom data forms, sales proposals, sales automation, pipeline management, social media integration, batch permissions & access, calendar management, contact sharing, customer management, data import, lead scoring, multi-currency, notifications, referral tracking, call tracking, sales motivator, ticket management, and call integration.
Integrations include Plivo, DocuSign, LinkedIn, BulkSMS, Zapier, SendGrid, Mailgun, QuickBooks, Twilio, Exotel, Mandrill, Xero, Shopify, and others.
HappyFox
Best ticketing software for modern IT help desk teams
HappyFox customer ticketing system is a comprehensive help desk software that allows businesses to focus on customer service and support. It makes it easier for teams to manage and prioritize customer tickets, create a knowledge base, provide better self-service options and improve overall team performance.
HappyFox offers an array of features such as customizable ticket forms, automated workflows, multi-channel ticketing capabilities, powerful reporting tools and advanced analytics capabilities. This helps businesses keep track of customer conversations across different channels such as email, phone or social media. Additionally, HappyFox integrates with various third-party apps like Salesforce and Zendesk which makes it easier to manage your customers’ interactions from one place while also providing insights into their preferences and needs.
Why I Picked HappyFox: Trusted and used for years by Fortune 500 brands, HappyFox provides 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 Standout Features & Integrations
Features include email integration, API, chat, CRM integration, and notifications.
Integrations include Salesforce CRM, Zoho, Highrise, SugarCRM, Jira, Microsoft Teams, Slack, Asana, GitHub, Wrike, Facebook, Twitter, Baremetrics, Chartmogul, Clearbit, and others.
Freshdesk
Best enterprise customer service ticketing software with an AI engine
Freshdesk is a customer ticketing system designed to help businesses streamline the process of customer service. It is a cloud-based solution that provides customer service teams with an easy and efficient way to manage inquiries, complaints, and feedback from customers. Freshdesk allows organizations to track and monitor every customer interaction, enabling them to quickly respond in a timely manner.
The ticketing system's user interface is intuitive and easy-to-use even for those with limited technical knowledge. With Freshdesk, businesses can use powerful automation tools such as auto assignment rules, macros or canned responses for faster resolution of customer tickets. Additionally, it includes features such as multi-channel support, self-service portals, knowledge base articles and reporting capabilities so agents can get a better understanding of their customers' needs.
Why I Picked Freshdesk: 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.
Freshdesk Standout Features & Integrations
Features include contact management, customer management, data import, email integration, social media integration, support forum, analytics, contact sharing, dashboard, data visualization, external integrations, Google apps integration, multi-user, scheduling, task scheduling/tracking, workflow management, ticket management, call integration, API, chat, CRM integration, data export, notifications, social-media integration, third-party plugins/add-ons, real-time alerts, self-service portal, instant chat integration, and knowledge base.
Integrations include Google Workspace, DropBox, Box, single sign-on, GitHub, and GitLab. You can also do basic data import/export with Jira, Asana, Trello, CSV, and PDF.
Jitbit Helpdesk
Best for large educational and technology organizations
Jitbit Helpdesk is a customer ticketing system designed to help businesses manage their customer support processes and streamline communications. This powerful tool helps companies save time and money by automating tedious tasks such as logging, tracking, and organizing customer inquiries. With Jitbit Helpdesk, customers can quickly submit tickets through the self-service portal which allows them to track progress and receive quick responses.
Organizations that use Jitbit Helpdesk can easily access all of their customer data in one place, allowing them to make informed decisions about how best to serve their users. The easy-to-use interface provides an intuitive solution for managing tickets, sorting inquiries into categories, assigning agents to specific tasks, setting up notifications and escalations rules as well as automating routine tasks like sending welcome emails or collecting feedback from customers.
Why I Picked Jitbit Helpdesk: Jitbit Helpdesk 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 Helpdesk Standout Features & Integrations
Features include chat, data export, email integration, multi-user, third-party plugins/add-ons, API, customer management, data import, external integrations, notifications, and scheduling
Integrations include Slack, Jira, Github, Bitbucket, Visual Studio Online, Dropbox, Google Drive, and Asana. You can access more using a separate plan through Zapier.
SupportBee
Best pricing model for small businesses
SupportBee is a powerful customer service ticketing system used by businesses around the world to efficiently manage customer inquiries. It offers a comprehensive suite of features, allowing organizations to create and track customer tickets with ease. This article will explore how SupportBee is used for efficient customer service ticketing.
SupportBee provides users with an intuitive user interface that enables them to quickly respond to customers and issues. With SupportBee, users can easily create, assign, manage and respond to tickets in real time. Additionally, the software allows users to prioritize tasks and keep track of past tickets for future reference. Integration with Jira Service Management allows teams to easily collaborate on resolving customer queries.
Overall, SupportBee provides businesses with an easy-to-use platform for managing their customer queries effectively.
Why I Picked SupportBee: 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 its customers can get up and running within minutes without feeling overwhelmed.
SupportBee Standout Features & Integrations
Features include shared inbox, knowledge base, customer portal, external integrations, multi-user, contact management, and customer management.
Integrations include Slack, Basecamp, Pipedrive, Insightly, Asana, HipChat, Campfire, Flowdoc, Pushover, Pivotal Tracker, Linear, ClickUp, Trello, Teamwork Projects, Jira, GitHub, Zoho CRM, and Customer.io.
Wowdesk
Best customer service ticketing software for media, marketing, and ecommerce teams
Wowdesk is a powerful customer service ticketing software that helps businesses automate their customer support workflow. It is designed to streamline customer requests and quickly resolve any issues with minimal effort. With Wowdesk, businesses can easily manage all of their customer inquiries in one place, improving the overall efficiency of their customer service operations.
Using Wowdesk's ticketing system, customers can submit support tickets directly from the company website or through email integration. The software also offers features such as self-service portals and automated responses to help customers quickly find answers to common questions without needing additional assistance from agents. Additionally, companies can assign specific agents to particular tickets for more detailed follow-up and resolution processes. This ensures that each request is handled efficiently and allows agents to provide individualized attention when necessary.
Why I Picked Wowdesk: 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 Standout Features & Integrations
Features include help desk solution, multi-channel customer service, complaint management solution, case management, customer support software, live chat support, service desk, ticketing solution, customer relationship management, knowledge base management, facilities management, and social media customer service.
Integrations include existing CRM or ERP systems. Special connectors and integration can be customized upon request.
The Best Customer Service Ticketing Software Summary Table
| Tool | Free Option | Price | ||
|---|---|---|---|---|
| 1 | Salesforce Service Cloud Best for AI-powered workflow automation | 14-day free trial | From $25/user/month (billed annually) | Visit Website |
| 2 | LiveAgent Best ticketing and knowledge base management in one | 30-day free trial | From $15/agent/month | Visit Website |
| 3 | SysAid Best customer service ticketing for internal departments | 30-day free trial | $1211 for 500 assets | Visit Website |
| 4 | Hiver Best help desk for teams working within Gmail | 7-day free trial | From $24/user/month | Visit Website |
| 5 | EngageBay Best for small teams looking to grow their business | Freemium plan available | From $14.99/month (750 contacts) | Visit Website |
| 6 | HappyFox Best ticketing software for modern IT help desk teams | Free demo available | From $39/agent/month (min 5 agents) | Visit Website |
| 7 | Freshdesk Best enterprise customer service ticketing software with an AI engine | 21-day free trial | From $18/agent/month | Visit Website |
| 8 | Jitbit Helpdesk Best for large educational and technology organizations | Free demo available | $1700/10 agents | Visit Website |
| 9 |  SupportBee Best pricing model for small businesses | Not available | From $13/user/month | Visit Website |
| 10 |  Wowdesk Best customer service ticketing software for media, marketing, and ecommerce teams | Not available | From $6/month/user | Visit Website |
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Other Customer Service Software Ticketing Software Options
Here’s a few more that didn’t make the top list.
- Gorgias
Best customer service ticketing software for Shopify integrations
- Tidio
Best for detailed customer ticket reporting features
- Zoho Desk
Best customer service software with context-aware workflow automation
- Jira Service Management
Best ticketing software for startups and small businesses
- Kayako
Great omni-channel, cloud-hosted customer support software for SMBs.
- HelpDesk
Best integrations for SalesForce and Github.
- HelpCrunch
Best software for Facebook integration.
- Vision Helpdesk
Robust suite of 4 products (a live chat software, help desk software, IT service desk software, and a satellite desk.
- ProProfs Help Desk
Best bug tracking ticketing help desk solution.
- Help Scout
Best company plan for teams of 25+.
- Infoset
CRM with live chat and ticket management to a call centre to an enterprise hub.
- Raiseaticket
Simple, free help desk solution that primarily handles ticket management through email and/or a help desk web portal.
- LabiDesk
Customer support software with a shared inbox, help center portal, live chat, and knowledge base.
- eeedo Customer Service
Omnichannel customer support software used by call centres and in-house customer service teams.
- DeepDesk
Best for contact center AI and automation.
- Mint Service Desk
Best software for incident management.
- LiveHelpNow Suite
Best completely customizable UI.
- Eden Workplace
Best for managing teams in multiple workspaces.
- Zendesk
Helpdesk and customer support features ranging from answer bots to forums and ticketing.
- Avochato
Best for live chat and voice ticketing solutions.
- HubSpot Service Hub
Industry-leading solution with a great free plan.
People Also Ask
I got the jump on a couple of common questions you might have. Here they are:
How Do I Create a Customer Service Ticketing System?
Creating a customer service ticketing system involves several key steps, including:
- Define your business requirements: Start by identifying the key business requirements for the customer service ticketing system. This includes understanding the types of customer inquiries and requests your organization receives, the necessary response time, and the channels through which customers can submit tickets.
- Choose a ticketing software: Evaluate different customer service ticketing software options based on their features, functionality, and ease of use. Look for software that meets your business requirements, integrates with other business tools, and fits within your budget.
- Configure the ticketing system: Once you've selected your ticketing software, configure it to align with your business requirements. This includes setting up ticket categories, defining ticket workflows, and creating automated responses and notifications.
- Train your team: Ensure that your customer service team is trained on how to use the ticketing system, including how to create, track, and resolve tickets. Provide ongoing training and support to ensure that the team is using the system effectively.
- Test and refine: Test the ticketing system thoroughly before launching it to ensure that it's working correctly. Collect feedback from your customer service team and customers to identify areas for improvement and make any necessary adjustments.
- Launch and maintain: Once the ticketing system is launched, monitor its performance regularly and make adjustments as needed. Ensure that the system remains up to date and continues to meet your business requirements over time.
What are some Customer Service Ticketing Software Key Features?
Here are the key features I look for:
- Enables team collaboration and shared inboxes
- Automations to streamline workflow and ticket routing
- Reporting and analytics for team development and customer interaction metrics
- User and customer knowledge bases
- Artificial intelligence bots
- Email tags, delegation, and templates
- Customization for interface, bots, responses, and replies
- Canned messages (AI responses) for prepared answers
- Ticket assignment with smart routing
- SLA management for processes and workflows
What Other Ticketing Resources Should I Check Out?
If you're on the lookout for customer service ticketing software, you might also need:
- The Best Skills For Customer Service Hires (Some Aren’t What You’d Expect!)
- The Right Customer Success OKRs To Watch, With Achievable Goal Examples
- What Is Customer Support Software And How To Choose The Right One For Your Business
- 10 Best Customer Service Software
The Best Ticketing Software for Customer Success
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. By managing each customer experience interaction with poise, you can turn fence-sitters into customers and customers into promoters.
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Related List of Tools: Customer Tracking Software