9 Best Ticketing System Software for Customer Support Excellence(small and large businesses)

Ticketing system software is the backbone of efficient customer support and issue management for businesses. It’s a centralized platform that organizes, prioritizes, and resolves incoming requests or “tickets” from customers, employees, or systems. These tickets could range from technical support inquiries to service requests, all managed within a structured workflow.

The software typically offers a user-friendly interface for creating, tracking, and resolving tickets, often incorporating automation, categorization, and routing functionalities. It helps businesses streamline their support processes, ensuring that each issue is addressed promptly and efficiently. From small companies to large enterprises, ticketing systems play a pivotal role in maintaining high-quality customer service, improving internal communication, and fostering smoother operations by providing a structured approach to issue resolution.

Ticketing systems are crucial for businesses of all sizes to streamline customer support and internal issue management. Here are nine popular ticketing system software solutions suitable for both small and large businesses:

1.Zendesk:

Zendesk is a cloud-based ticketing system software that helps businesses streamline their customer support processes, increase productivity, and close more deals. It offers a suite of features that enhance email productivity, scheduling coordination, and team collaboration, making it a valuable tool for sales teams of all sizes. Zendesk ticketing system is known for its versatility and user-friendly interface, Zendesk offers various features suitable for businesses of all sizes. It’s scalable and customizable, making it a good fit for both small and large organizations.

Key features of Zendesk ticketing system:

Email Ticketing: Manage customer support inquiries efficiently through email ticketing. Track email opens, clicks, and replies to stay informed and engaged.

Knowledge Base Management: Create and maintain a comprehensive knowledge base to provide self-service support to customers. Empower customers to find answers to their questions quickly and easily.

Self-Service Portals: Create customer-facing self-service portals to allow customers to submit tickets, track their progress, and access support resources independently.

Chat Support: Offer real-time chat support to customers to address their inquiries promptly and resolve issues quickly.

Social Media Ticketing: Manage customer support requests across various social media platforms, providing a seamless support experience.

Reporting and Analytics: Gain valuable insights into customer support performance through comprehensive reporting and analytics. Identify areas for improvement and make data-driven decisions.

Integrations: Integrate Zendesk with other business software, such as CRM systems, marketing automation platforms, and project management tools, to streamline workflows and enhance collaboration.

Customizable Workflows: Create custom workflows to automate routine tasks, streamline support processes, and improve efficiency.

Multiple Languages: Support customers in their preferred languages by providing multilingual support options.

Mobile App: Access and manage customer support tickets from anywhere using the Zendesk mobile app.

Security and Compliance: Ensure the security and compliance of customer data with Zendesk’s robust security measures and data protection practices.

2.Freshdesk:

Freshdesk’s ticketing system is a central component of its customer support software. It organizes and manages customer inquiries, issues, and service requests in a structured and efficient manner. The ticketing system allows businesses to create, prioritize, and track customer tickets from multiple channels, streamlining support operations. With its intuitive interface, automation capabilities, and customizable workflows, Freshdesk’s ticketing system facilitates timely and effective issue resolution, contributing to enhanced customer service experiences. This cloud-based solution is known for its intuitive interface and offers a range of features. It’s adaptable to different business needs and scales well from small to large enterprises.

Key features of Freshdesk’s ticketing system:

Comprehensive Ticketing Management:

• Create and manage tickets: Efficiently manage customer support inquiries by creating, assigning, and prioritizing tickets.

• Collaborate on tickets: Facilitate seamless teamwork by allowing multiple agents to collaborate on tickets, share notes, and provide updates.

• Track ticket progress: Monitor ticket progress from creation to resolution, ensuring prompt issue resolution and customer satisfaction.

Enhanced Email Productivity:

• Email ticketing: Convert customer emails into tickets for streamlined management and tracking.

• Email tracking: Track email opens, clicks, and replies to gain insights into customer engagement and identify areas for improvement.

• Email personalization: Personalize emails with customer information and context to create a more positive customer experience.

Knowledge Base Management:

• Create and maintain knowledge base: Build a comprehensive knowledge base of self-service resources to empower customers to find solutions independently.

• Categorize and tag articles: Organize knowledge base articles into relevant categories and add tags for easy search and retrieval.

• Link to related articles: Link related articles within the knowledge base to guide customers to comprehensive solutions.

Self-Service Portals:

• Empower customers with self-service: Provide customers with a self-service portal to submit tickets, track their progress, and access knowledge base articles.

• Customize self-service portals: Tailor the self-service portal to match your brand and provide a consistent customer experience.

• Reduce support volume: Deflect support tickets by guiding customers to self-service resources, reducing the burden on support agents.

Reporting and Analytics:

• Gain valuable insights: Generate comprehensive reports and analyze customer support metrics to identify trends, measure performance, and make data-driven decisions.

• Track key performance indicators (KPIs): Monitor key metrics such as ticket volume, resolution times, and customer satisfaction to assess the effectiveness of support operations.

• Identify areas for improvement: Use data-driven insights to pinpoint areas for improvement and implement strategies to enhance customer support.

Integrations and Customizations:

• Integrate with business tools: Integrate Freshdesk with your existing CRM, marketing automation, and project management tools for seamless workflows.

• Customize workflows: Create custom workflows to automate routine tasks, streamline processes, and improve efficiency.

• Tailor Freshdesk to your needs: Customize Freshdesk’s appearance, fields, and functionality to align with your specific business requirements.

Additional Benefits:

• Mobile app: Manage customer support operations on the go with the Freshdesk mobile app.

• Multilingual support: Provide support in multiple languages to cater to a global customer base.

• Security and compliance: Safeguard customer data with robust security measures and compliance with industry standards.

3.Jira Service Management:

Jira Service Management’s ticketing system is a robust platform designed to handle IT and business-related issue management. It allows for the creation, tracking, and resolution of tickets or requests, streamlining workflows and enhancing team collaboration. Known for its customizable features and scalability, Jira Service Management’s ticketing system caters not only to IT needs but also to broader business operations. It’s recognized for its adaptability, offering tools for managing incidents, problems, changes, and service requests across various industries and business sizes. Originally developed for software development, Jira has evolved into a comprehensive ticketing system, supporting IT and business operations. It’s highly customizable and adaptable for various business scales.

Key features of Jira Service Management

1. Incident Management: Efficiently handle and resolve incidents with workflows tailored to different types of issues, ensuring prompt response and resolution.
2. Problem Management: Helps in identifying the root cause of recurring issues, enabling teams to address underlying problems and prevent future incidents.
3. Change Management: Facilitates controlled changes within the system, ensuring that modifications are tracked, evaluated, and implemented without disrupting services.
4. Service Request Management: Enables the creation and management of service requests, automating repetitive tasks and standardizing service delivery.
5. Self-Service Portal: Allows users to access knowledge bases, FAQs, and resources to resolve common issues independently, reducing the volume of incoming tickets.
6. SLA (Service Level Agreement) Management: Helps in setting and meeting service level agreements, ensuring timely responses and resolutions based on defined parameters.
7. Automation: Offers automation capabilities to streamline repetitive tasks, notifications, and routing of tickets, enhancing efficiency and reducing manual effort.
8. Reporting and Analytics: Provides insights into service performance, team productivity, and customer satisfaction through customizable reports and analytics.
9. Customizable Workflows: Tailors workflows to match specific business processes, ensuring that issue resolution aligns with organizational needs.
10. Integrations: Seamlessly integrates with a wide array of tools and applications, allowing for a more holistic approach to service management.

4.ServiceNow:

ServiceNow’s ticketing system is a fundamental component of its broader service management platform. It serves as a centralized hub for managing, tracking, and resolving various types of service requests and issues within an organization. Known for its versatility and scalability, the ServiceNow ticketing system handles IT service requests, incidents, changes, and other service-related tasks. It’s equipped with powerful automation features, customizable workflows, and robust reporting capabilities, allowing businesses to efficiently manage and prioritize tasks, ultimately enhancing service delivery and operational efficiency. ServiceNow is known for its enterprise-level capabilities, ServiceNow is powerful and scalable, catering to the needs of larger organizations. It offers extensive features for IT service management and beyond.

Key Features of ServiceNow

1. Incident Management: Efficiently track, prioritize, and resolve incidents, ensuring swift response and resolution of issues.
2. Change Management: Manage and track changes within the system, ensuring that alterations are assessed and implemented without disruption.
3. Service Request Management: Enable the creation, tracking, and fulfillment of service requests, automating routine tasks and standardizing service delivery.
4. Problem Management: Identify root causes of recurring issues, enabling proactive problem resolution and preventing future incidents.
5. Service Level Agreement (SLA) Management: Set and maintain service level agreements to ensure timely responses and resolutions.
6. Customizable Workflows: Tailor workflows to match specific business processes, ensuring that issue resolution aligns with organizational needs.
7. Automation and Orchestration: Implement automation for routine tasks, reducing manual effort and streamlining processes.
8. Self-Service Portals: Offer knowledge bases and self-help resources, empowering users to resolve common issues independently.
9. Reporting and Analytics: Provide insights into service performance, team productivity, and areas for improvement through customizable reports and analytics.
10. Integration Capabilities: Seamlessly integrate with various systems and tools, ensuring a cohesive approach to service management.

5.Kayako: 

This software is suitable for both small and large businesses, offering a help desk and customer service platform with customizable features and an intuitive interface.

Key Features:

• • Unified Customer Support: Kayako unifies email, social, and live chat conversations into a single platform, providing a centralized view of all customer interactions.

  • Multi-channel Support: Handle customer inquiries through various channels, including email, phone, chat, social media, and self-service portals.

  • Automation and Workflows: Automate routine tasks and create custom workflows to streamline support processes, reduce manual effort, and improve efficiency.

  • Knowledge Base Management: Build and maintain a comprehensive knowledge base to empower customers with self-service resources and reduce support volume.

  • Reporting and Analytics: Gain insights into customer support performance, identify trends, and make data-driven decisions to optimize support strategies.

  • Integrations: Integrate Kayako with a wide range of business software, such as CRM systems, marketing automation platforms, and project management tools.

  • Scalability: Kayako can scale to meet the needs of growing businesses, supporting a high volume of tickets and users.

6.LiveAgent:

LiveAgent’s ticketing system serves as the core component of its customer support platform. It’s designed to streamline and centralize customer inquiries and issues from various channels, including email, chat, social media, and phone. The system organizes incoming requests into tickets, allowing businesses to efficiently manage, prioritize, and resolve customer queries. Known for its multi-channel support and user-friendly interface, LiveAgent’s ticketing system enables seamless communication, collaboration, and timely issue resolution, making it an effective solution for businesses seeking to enhance customer support experiences. It is known for its multi-channel support, LiveAgent is suitable for businesses of all sizes. It integrates live chat, email support, social media support, and more into a single platform.

Key Features:

• Universal Inbox: Manage all customer interactions from a single inbox, regardless of the channel they used to contact you.

• Automated Ticket Distribution: Automatically distribute tickets among agents based on their availability, skills, and workload.

• Collision Detection: Prevent multiple agents from working on the same ticket simultaneously, ensuring efficient issue resolution.

• Canned Messages (Macros): Save time and provide consistent responses by using predefined canned messages for frequently encountered questions.

• Ticket Escalations: Set up automated escalations to ensure that urgent tickets are prioritized and handled promptly.

• Business Hours: Configure business hours to route tickets to appropriate agents during specific times and automate responses outside of business hours.

• Ticket Forms: Create customizable ticket forms to gather relevant information from customers upon ticket creation.

• Ticket Views and Filters: Organize and prioritize tickets using customizable views and filters based on various criteria.

• Ticket History: Access complete ticket history, including all interactions, notes, and updates, for comprehensive issue tracking.

• Agent Ranking: Monitor agent performance and identify areas for improvement based on customer feedback.

• Attachments Handling: Easily upload, view, and manage attachments associated with customer tickets.

• SLA Management: Define and monitor service level agreements (SLAs) to ensure timely ticket resolution.

• Customizable Workflows: Create automated workflows to streamline repetitive tasks, improve efficiency, and reduce manual effort.

• Multi-lingual Support: Provide support in multiple languages to cater to a global customer base.

• Security and Compliance: Safeguard customer data with robust security measures and compliance with industry standards.

7.HubSpot Service Hub:

HubSpot Service Hub’s ticketing system is a central component of its customer service platform, designed to streamline customer inquiries and issue resolution. It allows businesses to organize, prioritize, and manage customer tickets from various channels, including email, live chat, and social media, all within a unified interface. It is an extension of the HubSpot suite, the Service Hub offers ticketing features alongside its CRM. It’s suitable for businesses of varying sizes and integrates well with the marketing and sales aspects.

Key features of HubSpot Service Hub’s ticketing system include:

1. Ticketing and Case Management: Capture, track, and manage customer issues or inquiries within a centralized system for efficient handling and resolution.
2. Automation: Automate repetitive tasks, such as routing tickets or sending follow-up emails, to streamline processes and improve efficiency.
3. Knowledge Base: Provide a self-service knowledge base for customers, enabling them to find solutions to common issues independently.
4. Service Level Agreements (SLAs): Set and manage service level agreements to ensure timely responses and resolutions based on predefined parameters.
5. Reporting and Analytics: Gain insights into support team performance, customer satisfaction, and issue resolution metrics through customizable reports and analytics.

8.Zoho Desk:

Zoho Desk is a cloud-based ticketing system that caters to businesses of all sizes. It offers automation, AI-powered tools, and multi-channel support for effective customer service management.

Zoho Desk’s ticketing system is a core feature of its customer support platform, streamlining issue management and customer inquiries. It serves as a centralized hub for businesses to receive, organize, and resolve customer tickets from multiple communication channels, including email, phone, chat, and social media.

Key features of Zoho Desk’s ticketing system include:

1. Multichannel Ticketing: Capture and manage customer queries from various channels, ensuring all communications are centralized in one platform.
2. Automation: Automate repetitive tasks, ticket routing, and escalations to optimize efficiency and streamline workflows.
3. Knowledge Base: Provide a self-service portal for customers to find answers to common queries independently.
4. Service Level Agreements (SLAs): Set and manage SLAs to ensure timely responses and resolutions based on defined parameters.
5. Collaboration Tools: Enable internal collaboration among support teams for efficient issue resolution and knowledge sharing.
6. Reporting and Analytics: Generate reports and gather insights into team performance, customer satisfaction, and support ticket trends.

9.SolarWinds Service Desk:

This solution is known for its ease of use and robust IT service management capabilities. It’s suitable for both small and large businesses and offers automation and ITIL-based processes.

When choosing a ticketing system, it’s essential to consider the specific needs of your business, the scalability of the software, ease of use, integration capabilities, and, of course, the budget. These systems vary in their features, pricing structures, and customization options, so exploring demos or trials might be beneficial before making a decision.

Key Features:

• Incident Management: Efficiently manage incident lifecycles, from creation to resolution, ensuring timely response and resolution of IT issues.

• Request Management: Streamline the handling of IT requests, including access requests, software installations, and hardware repairs, to enhance employee productivity.

• Problem Management: Identify and resolve the root cause of recurring IT issues, preventing recurring problems and improving overall IT stability.

• Change Management: Implement controlled and auditable change management processes to minimize disruptions and ensure the success of IT changes.

• Asset Management: Track and manage IT assets, including hardware, software, and licenses, to optimize asset utilization and reduce costs.

• Self-Service Portal: Empower employees to submit IT requests, track their progress, and access knowledge base articles, reducing support volume and improving self-service capabilities.

• Knowledge Base Management: Create and maintain a comprehensive knowledge base of self-service resources to empower employees and customers to find solutions independently.

• Reporting and Analytics: Gain valuable insights into IT service performance, identify trends, and make data-driven decisions to improve IT service delivery.

• Integrations: Integrate SolarWinds Service Desk with a wide range of business software, such as CRM systems, marketing automation platforms, and project management tools.

• Mobile App: Manage IT service operations from anywhere with the SolarWinds Service Desk mobile app.