30 Best Customer Service Ticketing Software of 2024

Zendesk is a comprehensive customer service solution that includes AI and automation, data privacy and protection, and workforce management. It notably integrates multichannel ticketing management with live chat to drive a smoother flow of service. The platform is designed to help businesses build better customer relationships by personalizing conversations, anticipating requests with AI, and making data-driven decisions.

Why I picked Zendesk: One of the key strengths of Zendesk is its robust ticketing system, which allows customer service teams to efficiently track, prioritize, and respond to customer inquiries across various channels, including email, social media, and live chat. Additionally, Zendesk's ticketing system is equipped with advanced automation and workflow capabilities, enabling teams to automate repetitive tasks, set up trigger-based actions, and effectively manage inquiries.

The platform also offers detailed insights and analytics, allowing businesses to track key performance indicators, monitor customer satisfaction scores, and identify trends in customer service requests. This data-driven approach helps companies make informed decisions and tailor their customer service strategies to meet user needs.

Zendesk Standout Features and Integrations

Features include internal notes, shared views, and ticket assignments to allow teams to collaborate and resolve customer issues more effectively. Additionally, integration with voice and SMS services enables companies to manage phone calls and text messages directly within Zendesk.

The platform also offers self-service options like a customizable help center for articles, FAQs, and guides, and AI-powered bots for automated and immediate responses to customer queries, guiding them to relevant self-help resources.

Integrations include Salesforce, Slack, JIRA, Magento, Shopify, Mailchimp, Microsoft Teams, Zoho CRM, HubSpot, Trello, Google Workspace, WordPress, SurveyMonkey, FreshBooks, QuickBooks, Asana, GitHub, and more.

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.

Why I picked Salesforce Service Cloud: The software can automatically route service 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.

Salesforce Service Cloud is also equipped with a dynamic, AI-powered workflow automation feature for workflow and approvals. To reduce repetitive tasks, users can automate and customize any customer service or approval process via a simple drag-and-drop mechanism. This can help you streamline all your workflow approval process without needing to write a single line of code. It can also empower support teams and optimize their workflows with quick access to the most critical data, regardless of the source.

Salesforce Service Cloud Standout Features and Integrations

One of Service Cloud’s most advanced 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.

Integrations are available with numerous prebuilt solutions through their AppExchange to help admins and service teams automate faster. Salesforce provides users with ready-to-install partner solutions so they don’t have to start with a blank slate. This includes the building blocks for workflow automation, robotic process automation, and process libraries.

SysAid is a customer service ticketing software that I've come across with throughout my career. It's designed to help businesses manage their help desk and IT teams through IT service management (ITSM) and ITIL processes. It's a pretty comprehensive tool, covering everything from incident and service request management to problem and change management.

Why I picked SysAid: The platform has a built-in automation engine that can automate a lot of the routine tasks that come with managing IT services. For example, you can set up rules to automatically assign tickets to the right team or person based on certain criteria. This saves a lot of time and helps to ensure that nothing falls through the cracks. Especially with small teams that handle a large volume of requests.

Additionally, SysAid has a self-service portal. This allows customers to submit their own tickets and track their progress. It's a great way to reduce the workload on your IT team and empower employees to help themselves.

SysAid Standout Features & Integrations

Features that stand out include its mobile portal and knowledge base. The mobile versions of this software help anyone view and edit tickets from anywhere and add features that are helpful to provide great customer service. One of them is the ability to contact a user through Whatsapp directly from the ticket form. Additionally, the knowledge base lets users build a database of common issues and how to solve them so others can use it in the future.

Integrations can be accessed through SysAid's marketplace and include pre-built integrations with Jira, Teamviewer, Solarwinds, Azure, Openam, Slack, Okta, and Google Apps. You can also connect to thousands of additional apps using a paid subscription with Zapier.

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 to improve their resolution time. 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. 

If you're specifically looking for a ticketing system for your IT support agents, I also recommend their related product Freshservice, which can be fully integrated with Freshdesk too.

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 Freshservice, 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. 

NinjaOne is an IT management platform designed to assist IT teams and Managed Service Providers (MSPs) in overseeing and maintaining their IT environments. It offers a suite of tools for endpoint management, patch management, remote monitoring, and helpdesk operations, positioning itself as a top choice for integrated IT management due to its comprehensive and personalized approach to IT operations.

NinjaOne provides a unified endpoint management (UEM) and IT management software solution that caters to both businesses and managed service providers (MSPs). It offers a suite of tools for remote monitoring, patch management, and IT automation, aiming to assist IT teams in managing devices and workflows efficiently. The platform also features integrations and industry-specific solutions, along with resources to support IT business growth and a Partner Portal for additional tools and information.

Why I picked NinjaOne: I chose NinjaOne for customer service ticketing software because it provides a robust set of features that cater to IT management needs, including helpdesk ticketing. What makes NinjaOne different is its integration capabilities, allowing it to work seamlessly with other IT tools, and its intuitive interface that simplifies complex IT tasks. I believe NinjaOne is best for integrated IT management due to its comprehensive platform that enables monitoring and managing of IT infrastructure efficiently, which is essential for IT departments and Managed Service Providers (MSPs).

NinjaOne Standout Features and Integrations

Features include remote monitoring and management (RMM), endpoint management, patch management, backup and disaster recovery, remote access, network management, documentation management, ticketing and IT service management (ITSM), reporting and analytics, endpoint security, automation, asset management, policy management, alerting and notifications, mobile app support, integration with third-party tools, cloud-based architecture, user-friendly interface, customizable dashboards, multi-tenant architecture, role-based access control, and scalable infrastructure.

Integrations include TeamViewer, Splashtop, Connectwise, Sentinal One, Bitdefender, Webroot, Alwarebytes, OKTA, OneLogin, Accelo, CloudBlue PSA, SherpaDesk, HaloPSA, IT Glue, BightGauge, ScalePad, PagerDuty, and Slack. 

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.

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.

Hiver is an innovative customer service ticketing software that seamlessly integrates with Gmail, transforming it into a powerful help desk platform. Designed for businesses seeking an efficient way to manage customer support, Hiver enables teams to collaborate effortlessly within their familiar Gmail interface, eliminating the need for switching between multiple tools.

Why I picked Hiver: Hiver, as a customer service ticketing software, offers a range of features designed to streamline the management of customer interactions. One of its key features is Shared Inboxes, which allows team members to access and manage emails from a common email address like support@company.com. This functionality ensures that customer emails are not confined to individual inboxes, fostering a collaborative environment and promoting transparency within the team. 

Another significant aspect of Hiver is its Automated Ticket Assignment feature. This tool optimizes response times and workload distribution by automating the process of assigning tickets (emails) to team members. The automation can be configured based on various rules, including the sender's email, keywords in the email, or a round-robin system, ensuring a balanced workload and minimizing the time spent on manual ticket assignment.

Hiver Standout Features and Integrations

Unlike many other ticketing systems that require users to adapt to a new interface, Hiver is uniquely integrated directly into Gmail. This integration is more than just a simple plugin; it transforms the familiar Gmail interface into a full-fledged help desk platform. This seamless integration means there's virtually no learning curve for teams already accustomed to Gmail. It allows for managing customer service tickets without leaving the Gmail environment, thereby enhancing efficiency and reducing the time spent in adapting to a new software interface.

Hiver offers a distinctive feature known as Email Collision Alerts. In a shared inbox environment, it's common for multiple team members to respond to the same email, leading to duplicate responses and potential confusion. Hiver's Email Collision Alerts immediately notify team members when someone else is viewing or replying to an email. This feature ensures that customers don't receive multiple responses to the same query, thereby preventing overlap and enhancing the professionalism of the customer service experience. This feature is particularly beneficial in fast-paced environments where prompt and coordinated responses are crucial.

Integrations include Aircall, Asana, Jira, Okta, QuickBooks, Salesforce, Slack, and WhatsApp. You can also connect Hiver to a paid Zapier account to unlock additional integrations.

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 interface. 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 makes 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, and more if you connect to Zapier (may require a separate paid plan). 

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 reps back with limited ticket options; their free plan allows for unlimited support tickets and unlimited personalization.

EngageBay Standout Features & Integrations

Features include an 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.