WAZOBIA

15 Best IT/Software Support Ticketing System

Development

Wazobia Technologies

August 09, 2022

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INTRODUCTION

Technology and internet services have significantly improved customer service, especially handling client satisfaction.

Customers can now submit a ticket for complaints on a service provider's website. These tickets contain their details, details of their complaints and proposed solutions, if any.

However, assistance ticketing is not a single-task procedure. It includes filing a complaint, sending confirmation emails, assigning the complaint to a support team member, analyzing and resolving the issue, updating the records and sending notification emails, etc.

Information technology (IT) support needs to become more systematic and efficient as your organization grows.

A company's IT activities can experience a delay if a clear picture of the problem, who's reporting it, and how urgent it is cannot be obtained in time.

You may consider implementing IT support ticket systems if your IT department is experiencing these issues.

Companies with an extensive client database should utilize support ticket systems to resolve customer issues and handle service management in a timely, structured, and efficient manner.

Choosing a ticketing system for a support desk might be difficult.

You can quickly become distracted and overburdened by the sheer number of functions at your disposal.

Following a step-by-step system as a guide for selection helps you stay on track and benefit from the resources you need to complete your task.

At the end of this article, you'll be able to find the most advanced support ticket system for your company.

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

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

WHAT IS TICKETING SYSTEM IN IT SUPPORT?  

An IT ticketing system is a single point of contact for all service requests, streamlining the process and establishing procedures that prioritize and address problems.

As a result, employees can concentrate on getting their jobs done because they can access the support they need.

A support ticket system organizes support requests submitted within an organization.

For example, when employees encounter problems with their tools, they will submit tickets through the IT ticketing system. After creating a digital record of the question, the software informs an IT professional for assistance.

This service management system helps desks formalize the internal assistance procedure. In addition, it makes it easy to monitor open cases, decreasing the time your employees must wait for their issues to be fixed.

In addition, a ticketing system notifies IT personnel whenever a new case is created. Your staff are not required to report malfunctions to the IT department physically.

They can submit a new ticket and receive an immediate answer from an internal employee. This removes any friction that may arise when employees are up against tight deadlines and must collaborate with your IT team to find a quick solution.

In addition, another significant advantage of a ticketing system is organization.

Having a digital record of every query submitted to your team makes it impossible to forget or lose an open case.

Moreover, some ticketing systems include automated alerts that notify your team if the conversation on an open issue falls silent. IT staff can comfortably operate with these measures, knowing they're on top of their support mailbox.

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.

The following are features to look out for:

• The ability for an issue ticket to be created, routed and tracked.
• The option to edit and close a ticket and a closure record are provided.
• The option to share tickets with other systems.
• Ticket orders can be placed using various methods, including chat, email, SMS, and social media.
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In addition, for both basic help desk scenarios (internal IT help desk and external customer-facing product support help desk), creating a self-service portal is a near-essential feature.

• How do I reset my password? or
• How do I use the company's VPN?

The above questions are some of the most common enquiries people ask when trying to figure out how to do anything.

It can also stand as a central hub for routine actions, such as downloading files from a company's download library or registering a new phone with the MDM system.

IT ticketing systems enable product registration, manual download of software updates and product documentation, and back-end hooks to CRM and marketing automation systems that automatically promote related items and increase chances to eligible consumers.

Integrating with other apps is also helpful; support ticket systems collect data on operations and user/customer engagement.

They disclose how consumers utilize software, where it breaks, and how that affects the organization and can also reveal what clients buy the most, what they like the most and least.

Data from this service management can be segmented by audience, geography, and other reasons.

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 made on how the system interacts with your users or customers and support 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 

We have gone through the overview of IT ticketing systems, their features and how to make the right choice when deciding on the best support ticket systems.

This article section focuses on the benefits of an IT Ticketing system for your organization and business.

• Customer complaints and issues are transformed into opportunities for growth when you use a ticketing system for customer support.
• Retention rates and income streams can be dramatically improved if your team members have the training and support they need to provide customer service that is both compassionate and effective.
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It's tough for a small team to go above and above for clients without a support ticket system, and it's even more challenging to quantify the success of the team's efforts.

• Managers and business executives can use a help desk to review and improve the customer experience and provide support to end users.
• A company's IT support ticket system is a goldmine of data that can benefit every part of the business, from product development to sales. For example, consider the daily barrage of information that customer service representatives must deal with.
• In addition, it may concentrate on critical indicators concerning individual and team performance.
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Think about making a significant adjustment to one of your best-known offerings. This business intelligence would typically be impossible to assess and provide in a consumable fashion if your service management receives an influx of negative client feedback.

• A help desk is a catalyst for cross-departmental cooperation and helps a business stay in tune with its clients' demands.
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For example, leaders might use up-to-date data provided by support leaders to realign or strengthen their decisions in the future.

TOP 15 BEST IT TICKETING SYSTEMS    

Now, to the crux of this article, we will be compiling a list of the best IT ticketing systems and their features in this section.

Ready?

Let's go!

HUBSPOT  

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.

Additionally, tickets are linked to client information, making it easier for customer support representatives to access prior interactions with the organization.

With the Help Desk function, HubSpot will generate a ticket whenever a consumer submits a form, sends an email, or initiates a live chat.

In addition, HubSpot offers ticket statistics that customer service managers may use to monitor the success of their teams. This information consists of crucial measures such as agent response time, ticket volume, and others that indicate whether a team is meeting customer demand.

If this is not the case, management can study the workflow of each representative and identify the primary obstacles preventing the team from accomplishing its business objectives.

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.

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.

It also creates a smooth customer experience by integrating a variety of connectors with the tools your organization already employs.

It provides a self-service portal enabling users to search through tutorials and frequently asked questions.

osTICKET  

osTicket is a support ticket system that provides all the essential features you may require for IT help and can be customized to your specifications. In addition, you can choose between a free, open-source version and a cloud-hosted version with a monthly subscription fee.

 The capacity to automatically prioritize incoming requests is one of osTicket's primary advantages. You can configure custom fields, queues, and forms upon ticket submission to route each ticket to the appropriate agent or agent group.

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.

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.

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.

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.

 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.

 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.

HELPSCOUT  

Help Scout is the ideal customer service tool. Help Scout offers everything from shared inboxes and customer management tools to workflows, reporting, and live chat.

Plus, it is pretty simple to sign up and instantly begin providing customer assistance, so teams of any size may benefit.

Its features include:

• Using the shared inbox to collaborate with your team members and ensure that everyone is aware of critical customer discussions and issues.
• Managing customer conversations in a single inbox, whether they contact you by email or live chat in real-time.
• Setting up procedures and automated answers to reduce response times and assist consumers more quickly.
• Construct a knowledge base with quick how-tos and tutorials demonstrating how to use your product.
• Accessing data and analytics to track the success of the support team.

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 instance, even if one agent has begun working on a ticket, other agents can continue to monitor its progress and assist if they can.

Features are:

• Examine metrics that provide a deeper understanding of the number of requests your team receives, the customer experience as a whole, and other factors.
• Prioritize VIPs, so that top consumers get elevated instantly.
• Sharing email drafts with peers to solicit feedback before delivering to clients is ideal for training purposes.
• Utilize workflows to expedite your team's response to consumer messages.
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FRESHDESK  

Freshdesk is an IT ticketing system application that enables teams to harness the full potential of artificial intelligence (AI) to improve and automate customer service.

Its artificial intelligence can be an advantage to your team because it can suggest related articles from the knowledge base to agents and close out tickets that have been completed.

Features are:

• Agents can collaborate on a service request by using collaborative ticketing.
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• Use their AI function to assign tickets to the best agent for the job automatically.
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• Analyze team performance with customized dashboards.

ZENDESK  

Using Zendesk, support teams can monitor and respond to customer inquiries on multiple platforms. Agents can assign labels to issues, select the channel via which they respond, define priorities, and keep track of interactions, among other things.

Features:

• Communication with clients can be done through Email, Facebook etc.
• Auto-responders can be personalized using AI-powered chatbots when a customer service professional is available.
• Establish an online knowledge base or support centre for customers who prefer a more self-directed approach.
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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.

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