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. It can be used by any organization that wants to effectively track, manage, and respond to customer or user inquiries and requests, including small, medium, and large businesses, contact centers, and healthcare providers.
When a customer contacts a business with a problem or question, customer service ticketing 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.
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.
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.
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.
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’s help desk software offers self-service, ticket management, and task management tools for internal service teams like HR or IT support.
Why I picked SysAid: Automated ticket management 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 help from support agents. 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 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.
HappyFox customer ticketing system is a comprehensive help desk software that allows businesses to focus on customer service and IT 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 and 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, HubSpot, Highrise, SugarCRM, Jira, Microsoft Teams, Slack, Asana, GitHub, Wrike, Facebook, Twitter, Baremetrics, Chartmogul, Clearbit, and others.
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, categorizing inquiries, assigning agents to specific tasks, setting up notifications and escalations rules, and automating repetitive 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 it has a plethora of features, JitBit makes sure not to overwhelm users with everything upfront. Instead, it hides advanced features 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 mobile 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.
Need Expert Help Selecting The Right Ticketing & Help Desk Software?
If you’re struggling to choose the right software, let us help you. Just share your needs in the form below and you’ll get free access to our dedicated software advisors who match and connect you with the best vendors for your needs.
Salesforce Service Cloud
Best for AI-powered workflow automation
14-day free trial
|From $25/user/month (billed annually)||Website|
Best ticket management for efficient, responsive customer service
30-day free trial
|Pricing upon request||Website|
Best customer service software with context-aware workflow automation
15-day free trial
Best enterprise customer service ticketing software with an AI engine
21-day free trial + free plan available
Best ticketing and knowledge base management in one
30-day free trial
|From $9/user/month (billed annually)||Website|
Best customer service ticketing for internal departments
30-day free trial
|$1,211 for 500 assets||Website|
Best ticketing software for teams working within Gmail
7-day free trial
|From $15/user/month (billed annually)||Website|
Best for small teams looking to grow their business
Free plan available
|From $14.99/month (750 contacts)||Website|
Best ticketing software for modern IT help desk teams
Free demo available
|From $39/agent/month (min 5 agents)||Website|
Best for large educational and technology organizations
Free demo available
Best customer service ticketing software for media, marketing, and ecommerce teams
Best customer service ticketing software for Shopify integrations
Best pricing model for small businesses
Best for detailed customer ticket reporting features
- Jira Service Management
Best ticketing software for startups and small businesses
Best software for Facebook integration.
- ProProfs Help Desk
Best bug tracking ticketing help desk solution.
- Help Scout
Best company plan for teams of 25+.
Best integrations for SalesForce and Github.
Great omni-channel, cloud-hosted customer support software for SMBs.
- Vision Helpdesk
Robust suite of 4 products (a live chat software, help desk software, IT service desk software, and a satellite desk.
Simple, free help desk solution that primarily handles ticket management through email and/or a help desk web portal.
Customer support software with a shared inbox, help center portal, live chat, and knowledge base.
CRM with live chat and ticket management to a call centre to an enterprise hub.
- eeedo Customer Service
Omnichannel customer support software used by call centres and in-house customer service teams.
Best for contact center AI and automation.
- HubSpot Service Hub
Industry-leading solution with a great free plan.
Best free software for asset management.
- Mint Service Desk
Best software for incident management.
Best customer service ticketing software for WordPress and Slack integrations.
Flexible open source customer support software based on PHP 5, Symfony2, Oro Platform, and Bootstrap.
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.
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 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 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 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.
What key features are included in customer service ticketing software?
How do I create a customer service ticketing system?
Are there other ticketing resources I should check out?
What is the average ROI that can be expected from implementing customer service ticketing software?
What features are in place in ticketing tools to reduce employee burnout and improve job satisfaction?
Other Types of Customer Service Sofware Reviews
There are other types of software that can help with your customer issues beyond just ticketing software. To save you time, take a look at these other software reviews that may have exactly what you're looking for:
- Customer Service Software
- Customer Service Software for Small Businesses
- Customer Service Automation Software
- AI Customer Service Software for CX Professionals
- Customer Service Tracking Software
- Customer Tracking Software
- AI Chatbots for Customer Service
- Customer Service Chat Software for Small Businesses
- Customer Success Software
- Customer Experience Management Software
- Customer Communications Management Software
Or, if you're looking for something that won't increase your overhead, we also have a list of the best free customer service software if you don't need sophisticated features.
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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