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10 Best Customer Service Ticketing Software For 2023

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 working within Gmail

  2. EngageBay

    Best for small teams looking to grow their business

  3. HappyFox

    Best ticketing software for modern IT help desk teams

  4. Freshdesk

    Best enterprise customer service ticketing software with an AI engine

  5. Jitbit Helpdesk

    Best for large educational and technology organizations

  6. Gorgias

    Best customer service ticketing software for Shopify integrations

  7. Wowdesk

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

  8. SupportBee

    Best pricing model for small businesses

  9. Tidio

    Best for detailed customer ticket reporting features

  10. Zoho Desk

    Best customer service software with context-aware workflow automation

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.

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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 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). 

7 days free trial

From $19/agent/month

2

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.

Freemium plan available

From $14.99/month (750 contacts)

3

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.

Free demo

$39/agent/month (min 5 agents)

4

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. 

21-day free trial

From $18/agent/month

5

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. 

$1700/10 agents

6

Gorgias

Best customer service ticketing software for Shopify integrations

Gorgias is a customer service ticketing software that helps businesses track, prioritize, and manage customer inquiries. This cloud-based solution allows support teams to streamline their workflow and give customers faster responses. Gorgias offers powerful features to improve the efficiency of any customer service team. 

Gorgias provides an intuitive interface with easy-to-use tools for creating tickets, assigning agents, tracking progress, and more. With Gorgias' features like automated routing rules and canned responses, companies can quickly respond to customers without sacrificing resolution quality. Plus, it integrates with existing systems such as CRM and analytics platforms so that companies can get the most out of their data. Additionally, Gorgias provides insightful reports on agents' performance so that organizations can better understand how their team is doing in delivering great customer experiences.

Why I Picked Gorgias: Founded in Paris by Alex Plugaru and Romain Lapeyre, Gorgias aims to help independent e-commerce brands turn their support center into profit centers. 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.

Gorgias Standout Features & Integrations

Features include email integration, social media integration, live chat, voice chat, SMS, rules, self-service, sentiment detection, macros, automation views, order management, multi-store, revenue tracking, customer surveys, and reporting.

Integrations include Attentive, Recharge, Yotpo, Klavyio, Instagram, Bigblue, Pipedream, Flatlay, Facebook, Stonley, Office 365, ShipMonk, and dozens of other apps. 

7 days free trial

From $60/month

7

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.

From $6/month/user

8

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. 

From $13/user/month

9

Tidio

Best for detailed customer ticket reporting features

Tidio is a customer service ticketing software that streamlines the process of resolving customer issues. Users can create a central database of all customer service tickets, assign tickets to specific agents, set priorities, and track progress—ensuring that every customer issue is resolved promptly and efficiently.

Users can check ticket information, such as status and assigned agents, at a glance. The software lets users assign priority levels and custom tags and add notes to a ticket for other team members to see. You can create multiple support communication channels, allowing users to have separate channels for different inquiries like sales and technical support. This makes it easy for a team to prioritize and respond to inquiries based on priority.

Another helpful feature is the ability to assign tickets to specific team members. This ensures that each inquiry is handled by the most appropriate team member and prevents overlap or duplication of effort. Additionally, users can set up email notifications so that users and their teammates are always aware of new tickets as they come in.

Why I picked Tidio: Users can access detailed reporting features that give insights into the customer service process. This information can help identify areas where processes could be improved. If a user sees that a particular type of inquiry is taking longer to resolve than others, they can take steps to address the issue. Users can also check a ticket's history and change ownership as the need arises. You also get access to a dedicated customer success manager for help or concerns.

Tidio Standout Features & Integrations

Features include multichannel customer communication management, knowledge base management, customer success tools, multi-user support, social media integrations, data reporting dashboards, real-time alerts, live chat, chatbots, and CRM integration.

Native integrations include WordPress, Shopify, Magento, Instagram, Facebook Messanger, Squarespace, Wix, BigCommerce, PrestaShop, WooCommerce, Joomla, Zendesk, Google Analytics, Hubspot, Mailchimp, Pipedrive, and dozens more through Zapier at an additional cost. 

Tidio Plans & Pricing

Tidio offers a free plan for up to 50-100 conversations with customers. Paid plans start at $19/user/month and unlock additional conversation volume and extra features.

Pricing for Tidio starts at $19 monthly.

7-day free trial

From $19/user/month

10

Zoho Desk

Best customer service software with context-aware workflow automation

Zoho Desk is an intuitive customer ticketing system designed to help businesses better manage their customer service operations. It centralizes customer support in a single online platform, streamlining communication between customers and agents. Zoho Desk provides companies with the tools they need to deliver great service experiences, keeping customers engaged and satisfied.

Zoho Desk simplifies the process of managing customer inquiries by allowing agents to create tickets for each request received from a client. These tickets can then be assigned to specific agents or groups for further handling. Each ticket also includes detailed information about the request outlined by the customer, making it easier for agents to provide helpful responses. Zoho Desk also offers automated features such as auto-assignment rules, so incoming tickets are automatically assigned based on preset conditions such as urgency or departmental expertise.

Why I Picked Zoho Desk: 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 is widely extensible and offers integration options to connect with other business tools used by the team for context and continuity.

Zoho Desk Standout Features & Integrations

Features include analytics, chat, CRM integration, data export, external integrations, inventory tracking, marketing automation, workflow management, instant chat integration, knowledge base, API, contact management, customer management, data import, email integration, google apps integration, lead management, multi-user, scheduling, third-party plugins/add-ons, call tracking, time management, self-service portal, social media integration, support forum, batch permissions & access, calendar management, contact sharing, dashboard, data visualization, lead scoring, notifications, real-time alerts, ticket management, and call integration.

Integrations include 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.

15 days trial for each plan

From $20/agent/month for the standard plan

The Best Customer Service Ticketing Software Summary Table

Tool Free Option Price
1
Hiver

Best help desk for teams working within Gmail

7 days free trial

From $19/agent/month Visit Website
2
EngageBay

Best for small teams looking to grow their business

Freemium plan available

From $14.99/month (750 contacts) Visit Website
3
HappyFox

Best ticketing software for modern IT help desk teams

Free demo

$39/agent/month (min 5 agents) Visit Website
4
Freshdesk

Best enterprise customer service ticketing software with an AI engine

21-day free trial

From $18/agent/month Visit Website
5
Jitbit Helpdesk

Best for large educational and technology organizations

Not available

$1700/10 agents Visit Website
6
Gorgias

Best customer service ticketing software for Shopify integrations

7 days free trial

From $60/month Visit Website
7
Wowdesk

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

Not available

From $6/month/user Visit Website
8
SupportBee

Best pricing model for small businesses

Not available

From $13/user/month Visit Website
9
Tidio

Best for detailed customer ticket reporting features

7-day free trial

From $19/user/month Visit Website
10
Zoho Desk

Best customer service software with context-aware workflow automation

15 days trial for each plan

From $20/agent/month for the standard plan 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.

  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

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