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15 Best IT/Software Support Ticketing System

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Wazobia Technologies

August 09, 2022

15 Best IT/Software Support Ticketing System

Advancements in technology and internet services have significantly improved customer service, particularly in managing client satisfaction. Today, customers have the convenience of submitting tickets for complaints directly through a service provider's website. These tickets include detailed information about their grievances along with any proposed solutions.

As organizations grow, there is a pressing need for their IT support to become more systematic and efficient. Delays in addressing IT issues can hamper a company's operations if a clear understanding of the problem, the reporter, and its urgency is not obtained promptly. If your IT department is grappling with such challenges, implementing IT support ticket systems can be a viable solution.

Choosing the right ticketing system for a support desk can easily overwhelm and distract you. However, by the end of this article, you'll be able to identify the most advanced support ticket systems tailored to meet the needs of your company.

Before we get to that, though, here's a glance at the table of contents:

What is a Ticketing System in IT Support?
Top 15 Best Ticketing Systems
IT Ticketing System Features
Choosing the Right IT Ticketing System
Benefits Of An IT Ticketing System
Conclusion

What is a Ticketing System in IT Support?

An IT ticketing system serves as a centralized hub for managing all service requests, streamlining processes, and implementing procedures to prioritize and resolve issues efficiently. Consequently, employees can focus on their tasks knowing they have easy access to the support they require.

This support ticket system effectively organizes and manages support requests submitted within an organization. For instance, when employees encounter issues with their tools or systems, they submit tickets through the IT ticketing system. Once a digital record of the inquiry is created, the software promptly notifies an IT professional for assistance.

By implementing this service management system, help desks can formalize internal support procedures and streamline the resolution process. It simplifies the tracking of open cases, reducing the time employees spend waiting for issue resolution. Furthermore, the ticketing system automatically alerts IT personnel whenever a new case is created, eliminating the need for employees to physically report malfunctions to the IT department. This seamless process alleviates any potential friction, particularly when employees are under tight deadlines and require swift collaboration with the IT team to find solutions.

Moreover, another significant advantage of a ticketing system is its organizational capabilities. Maintaining a digital record of every query ensures that no open case is overlooked or lost. Additionally, some ticketing systems offer automated alerts to notify the team if there's a lapse in the conversation regarding an open issue. With these measures in place, IT staff can confidently manage their support mailbox, knowing they're effectively addressing and resolving all support requests.

Top 15 Best IT Ticketing Systems

1. Hubspot

HubSpot is a comprehensive platform offering integrated solutions for marketing, sales, and customer service needs. HubSpot's Help Desk capabilities allow you to log, categorize, and track customer support tickets on a single dashboard your entire team can see. Representatives can examine all ticket-related correspondence and monitor the case's development during troubleshooting.

This all-in-one platform includes marketing automation tools for personalized campaigns, sales automation features for efficient deal management, and customer service tools for seamless support experiences. Additionally, HubSpot offers integration capabilities to connect with other key systems and platforms, along with powerful reporting and analytics tools to track performance and drive results.

2. Spiceworks

Spiceworks is a free, highly configurable service and ticketing system. Depending on our needs, you can augment it with a wide selection of IT support applications for jobs and procedures such as inventory management, remote support, and network monitoring.

Spiceworks includes on-premise and cloud versions and Android and iOS mobile apps. In addition, Spiceworks provides an extensive and popular community for sysadmins, network engineers, and other IT professionals who wish to interact with peers and exchange knowledge.

3. Zoho Desk

Zoho Desk is included in the Zoho suite of business applications (Zoho CRM, Books, etc.). Using this ticket management software, your customer support team may engage with customers via many channels.

Its features include receiving and replying to messages from different channels through a single inbox. Zoho Desk also creates a smooth customer experience by integrating a variety of connectors with the tools your organization already employs and provides a self-service portal enabling users to search through tutorials and frequently asked questions.

4. LeadSquared

LeadSquared is a cutting-edge help desk software that streamlines ticket management and delivers omnichannel customer service. Integrated with the sales CRM, it ensures a unified customer profile for personalized interactions and heightened satisfaction. The software automates ticket processes, collecting and prioritizing tickets from various sources like email and social media, ensuring efficiency in query resolution.

With LeadSquared, teams gain a comprehensive Customer 360 View, understanding customer interactions across sales, marketing, and support channels. This empowers personalized support, enhancing the overall customer experience. Additionally, the software simplifies ticket management through features like merging and parent-child ticket interactions.

5. ServiceNow

ServiceNow is an enterprise ticketing system that goes beyond simple issue reporting and is designed for large organizations. ITSM, governance, and DevOps are part of this platform's vision. The software's primary goal is to maximize productivity.

ServiceNow, for example, gives you a centralized view of your IT systems, networks, and applications. In addition, custom metrics and workflows can be tracked and created for internal users, customers, and IT personnel. A task management system is also possible.

6. ConnectWise

ConnectWise is more than just an IT ticketing system. It is a full-fledged business process automation platform designed for organizations that must manage diverse support workflows under one digital roof. In addition to a ticketing system, the platform also features project management, time tracking, reporting, billing, and procurement.

ConnectWise can be customized with one of the more than 300 third-party integrations if you require additional functionality. In addition, the system's adaptable contract management facilitates the management of multiple service contracts.

7. Intercom

You may boost customer satisfaction using Intercom's Business Messenger and its self-serve and proactive support tools to communicate with your customers. When you use Business Messenger, you don't have to rely on the phone or email to give customers the attention they deserve

Instead, an Intercom Inbox allows you to manage and respond to conversations wherever they occur, whether they are taking place on your website (or social media), email, or any other platform.

As a last option, you may use Intercom to route and prioritize interactions based on rules, ticketing workflows, and more.

8. Jira

Jira Service Desk allows your support staff to set up several projects to better organize and respond to customer requests. For example, offer support for many products, areas, or departments. In addition, you can create service desk projects for each issue and have your customers submit requests using their email accounts.

Because Jira and Confluence work together, you may create a knowledge base for storing your company's documentation. In addition, your agents can focus on more complex or urgent inquiries if users can self-serve and resolve minor issues.

9. Jitbit

JitBit offers both cloud and self-hosted solutions and prioritizes simplicity. This does not, however, imply that this IT ticketing system is limited. On the contrary, robust automation triggers allow you to send automatic replies, assign technicians to tickets, and define due ticket dates under the interface's simplicity.

Jitbit integrates with applications such as Slack, Jira, and Github. Additionally, you may connect it to Zapier; this is a gateway to 500+ additional apps or utilizes the REST API to create your bespoke integrations.

10. Zammad

This web-based, open-source helpdesk assistance system enables you to give IT support across several channels, including telephone, Facebook, Twitter, chat, and email. Ticket escalation rules and "desired deadlines" can be applied to clients and organizations in addition to tickets, allowing you to swiftly design and monitor your SLAs.

This system's suitability is one of its most significant features; you can go back to any point in time and check who made what changes.

11. Helpscout

Help Scout is a vital customer service tool, offering shared inboxes, customer management tools, workflows, reporting, and live chat functionality. It's easy to sign up and start providing assistance instantly, making it accessible for teams of any size.

Key features include collaborative shared inboxes for team communication, centralized customer conversations from email and live chat, procedures and automated responses for quicker assistance, and a knowledge base for self-service. Additionally, Help Scout provides data and analytics to track support team success and make informed decisions.

12. Front

Front is an online hub that combines customer service and communication in one location. This application is an excellent tool for enhancing team collaboration on client issues. For example, even if one agent has initiated work on a ticket, others can monitor its progress and offer assistance as needed.

Some notable features of Front include the ability to analyze metrics and provide deeper insights into the volume of requests received by the team, overall customer experience, and other pertinent factors. It also allows teams to prioritize VIPs, ensuring that top consumers receive expedited attention. Additionally, the platform facilitates sharing email drafts among peers for feedback, serving as an ideal tool for training purposes. Moreover, workflows can be utilized to streamline the team's response to consumer messages, enhancing efficiency and effectiveness.

13. Freshdesk

Freshdesk is an IT ticketing system application that harnesses the power of artificial intelligence (AI) to enhance and automate customer service. Its AI capabilities prove advantageous for teams, as it can suggest relevant articles from the knowledge base to agents and automatically close out completed tickets.

Among its features, Freshdesk allows agents to collaborate on service requests through collaborative ticketing. It employs AI to automatically assign tickets to the most suitable agent for the job and offers customized dashboards for analyzing team performance.

14. Zendesk

Zendesk enables support teams to monitor and respond to customer inquiries across multiple platforms. Agents can assign labels to issues, select response channels, prioritize tasks, and track interactions, among other functionalities.

Noteworthy features of Zendesk include communication with clients through various channels such as email and Facebook, personalized auto-responders powered by AI chatbots, and the establishment of an online knowledge base or support center for customers preferring self-directed assistance.

15. Hiver

Hiver is the first support ticket system designed explicitly for Google Workspace. Using Hiver, your support employees can organize, monitor, and collaborate on customer inquiries directly within Gmail. The customer service management solution makes it simple for managers and supervisors to allocate queries to frontline agents and enables workers to engage in rapid internal discussions regarding these inquiries.

For teams handling a high volume of support requests, Hiver automates the routing of specific inquiries to specific team members without requiring manual involvement. This allows your support personnel to concentrate more on essential topics, such as ensuring clients receive prompt responses.

IT Ticketing System Features

It is advised to keep it simple and basic when looking out for support ticket systems. Modern features like AI, IVAs, and chatbots may sound glitzy and intimidating, but they aren't mandatory IT ticketing system features. It is more important to ensure that a specific IT ticketing system meets your basic requirements.

Features to look out for include:

The ability to create, route and track an issue ticket.
The option to edit and close a ticket and provide a closure record.
The option to share tickets with other systems.
The ability to place Ticket orders using various methods, including chat, email, SMS, and social media.

Moreover, for both basic help desk scenarios—whether it's an internal IT help desk or an external customer-facing product support help desk—establishing a self-service portal emerges as a near-essential feature. Common questions like "How do I reset my password?" or "How do I use the company's VPN?" often arise when individuals seek guidance on various tasks.

Furthermore, the self-service portal serves as a central hub for routine actions, facilitating tasks such as downloading files from a company's download library or registering a new phone with the MDM system.

IT ticketing systems facilitate various functionalities, including product registration, manual software updates, accessing product documentation, and backend integration with CRM and marketing automation systems to automatically promote related items and enhance opportunities for eligible consumers.

Additionally, integrating with other applications proves beneficial; support ticket systems gather data on operations and user/customer engagement. This data unveils valuable insights into how consumers utilize software, where breakdowns occur, and their impact on the organization. Furthermore, it sheds light on clients' preferences, revealing the most and least favored products.

The data derived from this service management can be segmented by audience, geography, and other criteria, enabling organizations to tailor their strategies more effectively.

Choosing The Right IT Ticketing System

Before deciding on a support desk solution, it should be evident that consumers should evaluate a variety of criteria. Examine how tickets are created, routed, and closed, and ensure that these functions meet your organization's needs. Also, emphasis should be placed on how the system interacts with your users or customers and supports your IT staff.

It would be best to consider the supported channels and how the system supports them.

Having your support ticket system integrated with an email, social media, or voice-over-IP (VoIP) call centre might be very crucial.Finally, you're interested in how the system collects and retains the data that passes through it, as well as how quickly you may exploit this data in other business areas.

Benefits of An IT Ticketing System

Having covered the best IT ticketing systems, including their features and considerations for selecting the best support ticket systems, this section of the article delves into the advantages of integrating an IT Ticketing system within your organization and business operations.

When customer complaints and issues are managed through a ticketing system, they can serve as catalysts for growth and improvement within the organization. Effectively addressing customer concerns not only fosters loyalty but also opens doors to enhanced retention rates and increased revenue streams. Equipping team members with the necessary training and support enables them to deliver compassionate and effective customer service, further bolstering organizational success.

For small teams, going above and beyond for clients becomes a daunting task without the support of a ticketing system. Moreover, quantifying the success of team efforts becomes even more challenging. However, by implementing a help desk system, managers and business executives gain valuable insights into customer experiences, allowing them to refine support strategies and optimize end-user satisfaction.

An organization's IT support ticket system serves as a treasure trove of data that can drive improvements across various facets of the business, from product development to sales. For instance, the influx of information managed by customer service representatives on a daily basis offers valuable insights into customer preferences and pain points. Additionally, it enables a focused analysis of key performance indicators related to individual and team performance.

Consider a scenario where significant adjustments need to be made to a flagship product. Without a robust service management system, assessing and presenting business intelligence derived from negative client feedback would be challenging. In this regard, a help desk acts as a facilitator for cross-departmental collaboration, ensuring alignment with customer demands and organizational goals.

Leaders can leverage real-time data provided by support teams to inform and strengthen decision-making processes. By harnessing insights gleaned from customer interactions, businesses can adapt and refine their strategies to better meet evolving customer needs and expectations.

Conclusion

Choosing a top-notch ticketing system software is a crucial step for your startup. This decision doesn't restrict your business to a fixed framework; instead, it offers a solution that improves your operations, enhances team productivity, and provides a competitive edge.

When selecting and implementing your ticketing system software, remember that its value lies in its advanced automation, comprehensive support across channels, robust security features, seamless integrations, and effective customer service. These attributes form the basis of a high-quality ticketing system software.

If the process of choosing the right ticketing system software feels daunting, you can always contact us for expert advice.