28 Best Customer Service Tracking Software In 2024

Issuetrak is a ticketing software designed to manage and track issues, tickets, or cases across multiple channels. It stands out for its omnichannel ticket submission capabilities, enabling users to submit tickets through email, webforms, and various applications, catering to a diverse range of industries and business sizes.

I chose Issuetrak as our customer service tracking software after comparing it with other tools and judging its comprehensive feature set to be the best fit for our needs. What makes Issuetrak stand out is its ability to handle omnichannel ticket submission, which allows for efficient issue creation and management across various communication channels. I believe Issuetrak is the best tool for omnichannel ticket submission due to its robust integrations and automation capabilities.

Key features include omnichannel ticket submission, which allows for the capture of customer interactions across multiple channels, and automatic ticket assignment, ensuring that issues are promptly directed to the right team members. I particularly like the round-robin feature which automatically assigns an incoming issue to the next available agent when you have enabled this feature for a specific group.

Integrations are available with thousands of apps through Zapier (which requires an additional subscription). Additionally, you can build custom integrations using its API and connect the tool to other software in your tech stack.

Zoho Desk is a versatile customer service tracking tool designed to enhance the efficiency and effectiveness of customer support teams. As a part of the renowned Zoho suite, it offers a comprehensive set of features including ticketing system, multi-channel support (email, social media, chat, and phone), automated workflows, and customizable help desks.

Zoho Desk's strength lies in its ability to centralize and streamline customer interactions, providing businesses with the tools to track, manage, and resolve customer inquiries and issues promptly. With its robust analytics and reporting capabilities, Zoho Desk also empowers companies to gain insights into customer satisfaction and agent performance, making it a valuable asset for businesses aiming to improve their customer service experience.

Zoho Desk features an AI-powered assistant named Zia, which is unique in its context-aware capabilities. Zia can analyze tickets and suggest solutions based on previous interactions and resolutions, offering a more personalized and efficient customer service experience. This AI integration goes beyond basic automation, providing intelligent responses and support, which is not commonly found in many competing help desk software.

Zoho Desk's 'Blueprints' feature allows for the creation of custom workflows that automate complex, multi-stage processes. This feature stands out because it enables businesses to map out and automate entire customer service processes, ensuring consistency and efficiency in handling customer queries. This level of detailed process automation is quite niche and not typically offered in such depth by other customer service software.

Integrations include Zoho Apps, such as Zoho CRM, Zoho Assist, and Zoho Bug Tracker, or third-party applications, such as RingCentral, Jira, Slack, Trello, and Salesforce.

Zoho Desk costs from $20/user/month offers a 15-day trial for each plan. They also offer a free subscription for up to three agents.

Salesforce Service Cloud is a feature-rich all-in-one customer service solution that enables businesses to interact with their customer base, offer their customers access to self-service resources, and keep track of all their engagements with customers.

The Service Cloud platform is equipped with the features that are necessary for support teams and agents to accept, resolve, and track service desk tickets submitted by customers. In addition, the software allows users to create a knowledge base with self-service tools that enable agents and customers to find the answers to their queries. Service Cloud is also designed to seamlessly integrate with most telephonic systems to deliver voice call support on top of other available channels.

One of Service Cloud’s core features is the Lightning service console, which is designed to help boost agent productivity with a next-gen level of agent experience. The tool allows users to centralize all the information that support agents need to do their jobs, as it provides a 360-degree view of their customers.

Salesforce Service Cloud extends its tracking capabilities through the social customer service function, which works by allowing support teams and agents to monitor and quickly respond to social posts made by customers across multiple social media channels, such as Facebook, Twitter, TikTok, and Instagram.

The case management feature lets support agents manage and resolve cases faster by having complete visibility into the full context of their cases. Support teams and agents can easily access the records of individual customers, including their previous interactions with the team. All this data is centralized and displayed on a well-streamlined dashboard system.

Salesforce Service Cloud is available with the lowest tier Essentials package for a starting price of $25 per user/month, billed annually. A free trial is available for up to 14 days.

With cross channel support, Freskdesk’s customer service software solution approaches tracking customer issues as tickets; all through tracking email, call center tracking, service, and time tracking.

Freshdesk allows your customer support team to access and do everything all from one place─by assigning ownership to tickets, prioritizing, and setting deadlines, tracking and organizing customer queries becomes way easier. On top of everything, they make sure to provide actionable insight tools for your business that track critical customer queries and even customer sentiment.

Freshdesk actually offers a really nice free “sprout” plan for starting businesses that allows for unlimited agents.

If that’s not enough, their standard support plan starts at $15/month/agent and includes automations and SLA management features.

Front is a customer service platform that equips businesses with data analytics and single portal communication to track and enhance customer relationships.

It features an omnichannel inbox, live chat, team collaboration, AI chatbots, and workflow automation, all designed to elevate the quality of customer service while maintaining high efficiency for service teams. Front's unique selling point is its integration of the simplicity of email with the robust capabilities of a help desk, augmented by AI, to deliver a customer service experience that is both intuitive and powerful.

Its most important and useful features include omnichannel inbox management, live chat with AI chatbots, collaboration tools for team coordination, AI chatbots and agent assistance for instant resolutions, knowledge base for faster customer inquiries, workflow automation, integrations and API for syncing customer data, and analytics for informed decision-making.

Additionally, Front offers industry-specific solutions and resources such as a blog, customer stories, support report, security measures, guides and webinars, community forum, and developer portal.

Front offers three pricing plans, with the starting price for the Growth plan being $59/user/month, billed annually with a minimum of 2 seats. A free trial is available for 7 days.

monday Service is a help desk solution designed to enhance customer service operations. With monday Service, teams can automate workflows, manage tickets, and track customer interactions in one centralized platform. The tool is part of the monday.com Work OS ecosystem, which means it integrates with other monday.com applications, making it easier for businesses to manage other business functions from a single workspace.

One of the key reasons monday Service stands out is its powerful ticket management system. The platform makes it easy to create, assign, and track support tickets, ensuring that no request falls through the cracks. With automation features, businesses can handle repetitive tasks and various customer service workflows, such as assigning tickets to the right team member based on pre-set criteria or sending follow-up reminders for unresolved issues. 

Additionally, the platform allows businesses to store and track customer information alongside their service history, creating a comprehensive view of each customer’s journey. This data can be leveraged to deliver personalized support, track patterns in customer inquiries, and identify areas for improvement. With real-time insights and reporting, monday Service provides teams with the tools they need to continuously optimize their customer service operations.

Integrations include Slack, Microsoft Teams, Zendesk, Jira, Salesforce, Google Workspace, GitHub, Zoom, Outlook, HubSpot, Trello, Dropbox, and OneDrive.

Hiver’s client management software lets users quickly and easily integrate their Gmail into a working help desk with shared inboxes and simple management of Google groups. Small customer experience teams will enjoy organizing their tickets in a jiffy for easy tracking and tagging.

One notable feature on Hiver allows for automation email tagging; teams can customize a set rule to organize and sort tickets based on priority or type. Tagging also lets your support team dive into stats and insights to track metrics of conversations, response time, and time to close specific email issues.

A small business will benefit from the starting plan that comes in at $7/month/user, but if that’s not enough I would recommend their pro plan for companies or universities strictly using email to get a full range of features and tools.

Tenfold powers more than 1.5 billion customer interactions every year, and is used by the likes of Staples, T-Mobile, and Disney. Their integration system allows you to unify existing platforms such as Salesforce, Cisco, and Microsoft apps to retain and continue tracking customer data and continue conversations through new voice, video, and chat communications.

With Tenfold tracking, your support agents can automatically log calls and attach notes for future tracking and to provide the best customer support.

Tenfold also as well as manage agent status to improve coordination between departments and customers to improve the overall customer satisfaction.

Tenfold only offers pricing upon request.

EngageBay empowers its users to build stronger relations with their customers by tracking and managing customer relationship processes for maximum conversations.With their tracking processes your customer success team will be able to understand why a potential customer fell out of the pipeline, why they did not show interest in your product or service, or why a particular customer was lost.

Viewing and streaming your lead flow based on variable attributes saves time with detailed information about customers.

EngageBay offers one of the best free plans for tracking softwares; supporting up to 15 users with thousands of contacts and branded emails.

A step up from that, their basic plan starts at $9/month/user.

ProProfs is all about tracking and resolving issues, their software helps you manage your knowledge base as it incorporates sorting, categorizing, managing, assigning, and tracking all in one place.

Their desk software also lets you apply filters for agents to resolve tickets assigned to them instantly as well as admin use of labels, internal notes, history, and sub-tickets to track internal tasks.

Agent productivity and training is measured with ProProfs AI through detailed reports and insights.

Aside from their free plan (which provides 1 user, 100 tickets, and an inbox) their essential pricing starts at $10/month/user.