Day-to-day operations and reliable IT support are vital for a business to perform well. A robust ticketing system can cut down the time and cost spent on spreadsheets, collaborations, and other real-time reporting through an AI-based ticketing system.
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1. What Is an IT Ticketing System?
2. 10 Best IT Ticketing System software
When a business begins to scale, the volume of the support tickets increases considerably and leads to complex and time-consuming processes and procedures.
Managing such a massive influx of support tickets can be very challenging to manage. There are tons of IT ticketing system software available in the market. Deciding the best suitable ticketing software requires users to consider a few essential factors.
Factors to consider while deciding on IT ticketing software :
- Team Collaboration
- Efficient ticket management
- Reporting
What Is an IT Ticketing System?
An efficient IT ticketing system software enables an organization to improve the customer experience, build trust in the brand, follow the best practices of ITSM, and ensure improved productivity of the team.
10 Best IT Ticketing System software
1. ProProfs Help Desk
It is a free IT ticketing software that enables users to manage system administrators, shared inbox, a transparent system that allows anyone to track the stage of the ticket.
Therefore, sorting, prioritizing, marking, labeling, categorizing, and assigning keys to the concerned stakeholders is a lot easier when you use the Proprofs Help desk. In addition, a knowledge base, self-help articles, and other forms of support help customers access helpful information without depending on any customer support officials.
Interesting Read: Tips to Identify and Prioritize High-value support tickets
Support conversations, shared inbox, canned responses, repetitive responses, conducting automated surveys, capturing customer feedback, and measuring the performance of the IT support team through reports and analytics are a few features that help organizations improve their efficiency.
In addition, the proprofs help desk offers a free plan forever with limited features and essential and premium plans that cost $10 and $15 per user per month.
2. Freshdesk
Freshdesk is a collaborative and AI-based ticketing software that ensures customers receive the right kind of suggestions to resolve their issues without actually waiting for someone to fix them.
Setting up SLAs, reminders, and escalation processes are all made possible with Freshdesk. Creating service tasks, collision detection, setting up custom ticket views, automated notifications, and other reminders are a few features offered by Freshdesk.
Freshdesk is most suitable for small and midsize businesses. Sprout is a free plan offered by Freshdesk. Blossom, Garden, Estate, and forest are a few other plans that cost $15, $35, $49, and $99, respectively.
3. Zendesk
The shared inbox for customer queries raised through multiple platforms like email, chat, and other social media channels help to manage tickets seamlessly. In addition, searchable options for tickets, forum posts, and self-service articles are available in Zendesk.
Support on multiple channels, personalized responses, automated workflow, integrations, and configuration in numerous languages are a few vital features of Zendesk. In addition, Zendesk offers Suite team, suite growth, and suite professional at $49, $79, and $99 per month, respectively.
4. Zoho Desk
Zoho desk enables us to use analytics to improve productivity, manage cross-functional service processes, and improve customer satisfaction. Monitoring ticket traffic and key support metrics are a lot easier with Zoho Desk.
Interesting Read: The Issues with Traditional Ticketing Systems
Self-service portals, streamlining conversations on social media, auto-tag tickets, building community for customers, and easy integrations are a few vital features offered by the Zoho desk. Along with Standard, professional, and enterprise plans, a forever-free plan costs $12, $20, and $35 per month per agent.
5. HappyFox
Sorting, categorizing, and assignment of tickets is made easy with the happy fox ticketing software. Pinned tickets are helpful to search for them at a later time.
A few other noteworthy features offered by Happyfox are private notes for discussion, knowledge base articles creation, Agent roles to access/ permissions, define schedules, and create categories for tickets. Mighty, fantastic, enterprise, and enterprise plus are a few plans offered by Happyfox.
6. Hubspot
Recording, organizing, and tracking all customer issues is made possible on a single dashboard with Hubspot. Hubspot enables the assignment of tickets and stages through the tool, making it easy to personalize the work pipeline. Tracking through support metrics is made possible with Hubspot.
Managing customer demands, training support teams, and an excellent customer experience are part of Hubspot offerings. Universal inbox, automation of tasks/processes, chatbots for efficiency, setting, tracking, and meeting customer SLAs are a few vital features offered by Hubspot.
Starter plan with two users with a cost of $45 per month, Professional plan with five users costing $360 per month, and Enterprise plan with ten users costing $1200 per month is a few Hubspot plans available.
7. Freshservice
Freshservice is an intuitive IT Ticketing system software that enables businesses to manage their IT support efficiently. Workflow automation, AI-powered chatbots, and virtual agents are a part of the Freshservice features.
Interesting Read: Top 7 Tips for Better Ticket Management
Scaling operations is not a challenge anymore when you use a new service. The user-friendly service catalog, tagging team members, generating reports, and whitelist IP addresses are a few salient features offered by Freshservice. Starter, growth, pro, and enterprise plans cost $19, $49, $89, and $109 per agent per month.
8. Vision Helpdesk
Vision helpdesk helps users convert their phone, chat, web requests, and other social media communication into tickets and enables users to manage it through a central dashboard.
Automation of workflow, creating SLAs, setting up escalation rules, notifications, dashboard, and time tracking are a few vital features offered by Vision Helpdesk. Starter, pro, and satellite plans are available at $12, $20, and $24 per agent per month.
9. ServiceDesk Plus
Visibility and centralized control help organizations to manage ticketing without any downtime.
For example, creating service catalogs, custom SLAs, multiple approval levels apart from other support features like real-time interactions, support through mobile devices, automatic ticket assignment, and managing daily tasks.
Creating and publishing service catalogs with custom SLAs and multi-stage approvals becomes easy for businesses.
Standard, professional, and enterprise plans cost $10, $21, and $50 per technician per month.
10. JitBit
Jitbit is available both on-premise and cloud-based. With Jitbit, the support team can view messages, attachments, and chat history chronologically. Customization of email templates, adding logos, viewing past interactions, faster resolution, and attaching documents/ pdf files through knowledge base articles are a few features offered by Jitbit.
Interesting Read: Top 7 service desk automation ideas that boost performance and quality
Freelancer, startup, company, and enterprise plans are available at $29, $69, $129, and $249 per agent per month.
Conclusion
When your business expands, it becomes inevitable to manage support through the IT helpdesk ticketing system. Collaboration, automation of workflows, time tracking, improving resolution time, increasing return on investment, handling customer queries efficiently, and much more are all made possible through a robust IT ticketing system software.
However, it is vital to consider a tool that is most suitable for an individual business. Cost, features, SLA and other factors should be a few factors to consider while deciding the best qualified IT ticketing system software.
⭐ What is ticketing in IT support?
Ticketing is a form of IT support that allows customers to report an issue and track its resolution through the use of a ticket number.
⭐ What is an IT ticketing system called?
An IT ticketing system is a software tool used to monitor and manage the workload of IT teams. It can be used as an alternative to email or in addition to email. They are also known as service desk systems.
⭐ Is Jira a ticketing tool?
Yes, Jira is a ticketing system. It allows you to track, manage and report on all your work. But it’s more than that—it’s a platform for communication, collaboration, and accountability.
⭐ How do you simplify customer experience?
The customer experience is essential for a successful business. The more transparent and convenient your customer experience, the higher your customer loyalty rate will be and the greater your chances of getting new customers. Plus, the more time you put into developing a great user experience for your customers, the less time you’ll have to spend when something goes wrong.
⭐ What is customer lifecycle management?
Customer Lifecycle Management is the method of assigning multiple steps in the customer lifecycle to maintain customer loyalty to products or services.
⭐ What is support ticketing?
Support ticketing is a type of support system that makes it easy to communicate between customers, sales, and technical teams. Support ticketing software manages customer inquiries, automates repetitive tasks, and helps your team resolve issues faster.
⭐ What is customer lifecycle management?
Customer lifecycle management is the methodology of assigning multiple customer lifecycle stages to maintain customer loyalty towards the products or services.
⭐ How do you define customer engagement?
Customer engagement is when you are able to connect with your customers in a way that makes them feel involved in the process. Engaging your customers will keep them coming back for more, and make sure they spread the word about how much they love your products or services.
