Help Desk Ticketing System

A simple, intuitive, and easy-to-use operating system for your support team.

To help your support teams manage customer requests and inquiries more efficiently and improve their overall productivity, it is important to choose the best ticketing tools and software with the functionalities that best suit your business’s needs.

In this blog, we’ll explore what a help desk ticketing system is, why your business needs one, and some of the best choices on the market.

What is a help desk ticketing system?

A help desk ticketing system is a customer service solution designed to streamline and manage the process of handling customer inquiries, requests, and issues.

It serves as a centralized platform for tracking, prioritizing, and resolving support tickets.

This system is used by customer support teams, IT departments, and other support-oriented teams to enhance efficiency, improve communication, and deliver timely solutions to customers.

Why do organizations need a ticketing system?

Typically, a ticketing system creates, categorizes, and assigns unique tickets to every incoming customer request.

This organized approach facilitates automated ticket assignment, prevents duplicated efforts, and enhances overall efficiency and productivity.

What’s more, ticketing systems often include self-service options such as knowledge base software, providing agents and customers alike with quick access to relevant information to resolve issues faster and accurately.

By tracking and analyzing data on support team performance through advanced reporting and analytics, a ticketing system allows support leads to spot trends, measure first response times, and continually utilize customer service tips to refine their processes.

In essence, a help desk ticketing system is the basis for businesses committed to delivering prompt, reliable, and exceptional customer support, all while upholding a structured and well-documented approach to issue resolution.

How does a help desk or IT ticketing system work?

Users or customers submit their requests, issues, or inquiries through various channels such as email, web forms, or website chats.

Each submission is then automatically converted into a ticket and assigned a unique ticket number.

The IT ticketing system categorizes, prioritizes, and routes the new tickets to an appropriate agent or team based on set rules or the round-robin method.

Alternatively, a manager or admin may manually assign the tickets.

The ticketing system software utilizes automation to route tickets, send notifications, escalate issues, and update ticket statuses based on predefined rules.

Once the issue is finished, the ticket is marked as resolved. It can, however, be reopened if the customer has any further concerns. Otherwise, it is marked as closed.

In the event the assigned agent cannot resolve an issue within the deadline, the ticket can be escalated through escalation management to ensure faster resolution.

Furthermore, the progress of the ticket can be tracked at each step of the resolution process by changing the ticket status.

Once the issue is resolved and the ticket closed, users may be prompted to provide feedback on their customer experience throughout the interaction, to gauge customer satisfaction metrics.

The 13 best ticketing tools for 2024

The following is a compilation of the best ticketing software for 2024, each with different features and pricing plans, for consideration.

1. BoldDesk

For excellent customer support, we believe BoldDesk is the best ticketing tool of course.

It’s a cloud-based IT help desk solution with a comprehensive range of simple, affordable, and user-friendly support functionalities, suitable for businesses of all sizes.

What makes BoldDesk an excellent choice for your help desk solution? Every BoldDesk feature was built to ensure the delivery of the best customer service experience.

The BoldDesk ticketing system feature ensures better management of support requests and inquiries with automated, customizable ticket assignments.

Its artificial intelligence features and task management functionalities streamline workflow processes and increase agent productivity.

BoldDesk also has features such as issue-tracking, many third-party integrations, and advanced shared inbox tools.

BoldDesk is regularly updated with new features to ensure its end-users stay ahead of the game in customer service.

BoldDesk users get all the functionality of the market’s well-known help desks but at a far more affordable price.

Main features of BoldDesk

BoldDesk has a wide range of functionalities that businesses can explore and make good use of, in their day-to-day customer service operations, such as:

1. Email-based ticketing

Enjoy automated email-to-ticket conversion and auto-assignment to appropriate agents, meaning no support request ever goes unattended or unresolved.

2. Knowledge base software

Create, manage, and share valuable information using BoldDesk’s comprehensive knowledge base software, guaranteeing 24/7 self-service support availability.

3. Automated customer service

Save your support team from repetitive tasks through workflow automation features to increase productivity.

4. Multilanguage help desk support

Offer support in multiple languages to ensure support agents can easily reach and smoothly interact with end-users globally. We are continually adding support for more languages.

5. Artificial intelligence (AI)

Utilize the AI in customer service features in tickets and knowledge base articles, to translate, rephrase, and shorten text, to help your teams provide better responses and information.

6. Integrations

Simplify the support workflow process by integrating your favorite apps with BoldDesk. The list of integrations is long and always expanding.

7. Mobile help desk

Make your help desk accessible to agents from anywhere with the help desk mobile app. Agents can receive and respond to important notifications on their tickets at any time.

8. Omnichannel support

Streamline communication with omnichannel support, which ensures customers can reach you using their preferred routes.

9. Reporting and analytics

Gauge and analyze customer service KPI performance using the built-in reports and analytics functionalities.

10. Customization

Customize your ticketing software to your preferences, including rebranding, with the customization tools available.

Pricing

Agent-Based plans	Unlimited agents plans
Scale $12/agent/month	Essential $799/month
Momentum $25/agent/month	Pro $1499/month
Enterprise $39/agent/month	Business Contact us

Agent-Based plans
Scale $12/agent/month
Momentum $25/agent/month
Enterprise $39/agent/month

Unlimited agents plans
Essential $799/month
Pro $1499/month
Business Contact us

More about BoldDesk

Elevate your customer service today with BoldDesk as your help desk companion!

2. Intercom

Intercom is identified as an AI customer support tool that integrates help desk solutions, an AI chatbot, and proactive customer service.

Image Source: Intercom

Main features of Intercom

Omnichannel support
Help desk platform
Shared inbox
Integrations

PRICING
Plan	Starting from $39/month

Free trial: 14 days

3. Front

Front centralizes interactions from various communication channels such as email, live chat, messaging, and social media.

Image Source: Front

Main features of Front

Omnichannel shared inbox
Knowledge base software
Workflow automation
Integrations

PRICING
Plan	Starting from $19/seat/month

Free trial: 14 days

4. Zendesk

Zendesk is ticketing software with features such as omnichannel communication support, knowledge base software, and automation.

Image Source: Zendesk

Main features

Help center
AI and automation
Messaging
Knowledge base software
Agent workspace

PRICING
Plan	Starting at $19/agent/month

Free trial: 30 days

5. Freshdesk

Freshdesk, a product of Freshworks, is a ticketing system.

Image Source: Freshdesk

Main features of Freshdesk

Knowledge base management
AI-powered automation
Ticketing
Collaboration tools
SLA management

PRICING
Plan	Starting at $15/agent/month

Free trial: 14 days

6. ProProfs Help Desk

ProProfs Help Desk is a help desk ticketing system that is designed to streamline customer support and enhance communication between support teams and customers.

It provides features such as ticketing, knowledge base management, and live chat support.

Image Source: ProProfs

Main features of ProProfs

1. Shared Inbox

Manage multiple team inboxes, such as support@, info@, returns@, etc., in one place.

2. Chatbots

Leverage ready-to-use chatbot templates to create your own in minutes. Deploy bots for lead generation, appointment bookings, and customer service.

3. Internal Collaboration

Allow agents to join hands to resolve tickets faster. Collaborate using internal notes and see who is working on what to avoid task collisions.

4. Knowledge Base

Create an online knowledge base that holds key answers in the form of FAQs, video tutorials, help articles, and more.

5. CSAT Surveys

Share automated CSAT or NPS surveys with end-users to capture their valuable feedback.

6. Mobile App

Track help desk tickets and offer reliable support on the move with a dedicated mobile app.

PRICING
Plan	FREE for a single user. Plans start at $19.99/user/month for 2 or more users.

Offers a complete help desk solution with unlimited inboxes and advanced features like ticket routing, child tickets, API, white label & more.

7. LiveAgent

LiveAgent is ticketing software that offers one universal inbox for communication between customers and support teams across all channels.

It has features like integration and automation rules as well.

Image Source: LiveAgent

Main features of LiveAgent

Ticketing
Hybrid ticket stream
Third-party integrations
Multilanguage support
Agent collision detection

PRICING
Plan	Starting at $9/agent/month

Free trial: 14 or 30 days

8. HubSpot Service Hub

Hubspot Service Hub is a customer service management platform that focuses on ensuring all customer support data and communication are handled in a single, centralized space.

It has a shared inbox through which support teams can access customers and switch among several communication channels.

Image Source: Hubspot Service Hub

Main features of HubSpot Service Hub

Ticketing
Customer service analytics
Help desk automation
Customer portal
Knowledge base software
Shared inbox

PRICING
Plan	Starting at $15/month

Free trial: 14 days

9. Kayako

Kayako is a small-to-medium business (SMB) help desk software that provides support teams with functionalities to manage customer requests and interactions across multiple channels.

Image Source: Kayako

Main features of Kayako

Workflow automation
Shared inbox
Live chat support
Integrations
Self-service support

PRICING
Plan	Starting at $29/user/month

Free trial: 14 days

10. HappyFox

HappyFox is AI-powered ticketing software designed to provide customer support solutions in a centralized platform.

It has functionalities such as live chat and a mobile application.

Image Source: HappyFox

Main features of HappyFox

Ticketing system
Automation
Knowledge base software
Satisfaction surveys
Canned actions
Task management

PRICING
Plan	Starting at $29/agent/month

Free trial: 14 days

11. Groove

Groove ticketing software suitable for growing businesses.

Image Source: Groove

Main features of Groove

Shared inboxes
Live chat widget
Knowledge base software
Reporting
Custom integrations
Mobile iOS and Android apps

PRICING
Plan	Starting at $12/user/month

Free trial: 7 days

12. Help Scout

Help Scout integrates different features such as a shared inbox, live chat, and artificial intelligence to ensure successful customer interactions.

Image Source: Help Scout

Main features of Help Scout

Shared inbox
Live chat
Knowledge base software
AI and workflow automation
Reporting

PRICING
Plan	Starting at $20/user/month

Free trial: 15 days

13. Gorgias

For Shopify e-commerce businesses looking for a customer service tool, Gorgias is a good option.

It is AI-powered and has omnichannel communication support.

Image Source: Gorgias

Main features of Gorgias

Workflow automation
Artificial intelligence
Omnichannel support
Help desk
Mobile app

PRICING
Plan	Starting at $10/month 50 tickets

Free trial: 7 days

Comparison table for the best ticketing tools for 2024

Here is a summary of the aforementioned best ticketing software in the market today!

Ticketing tool & key features	Pricing plan
BoldDesk Email-based ticketing Knowledge base tool Customer service automation Multilanguage help desk support Artificial intelligence (AI) Integrations Mobile help desk Omnichannel support Reporting and analytics Customization	$12/agent/month
Intercom Omnichannel support Help desk platform Shared inbox Integrations	$39/month
Front Omnichannel shared inbox Knowledge base software Workflow automation Integration	$19/seat/month
Zendesk Help center AI and automation Messaging Knowledge base software Agent workspace	$19/agent/month
Freshdesk Knowledge base management AI-powered automations Ticketing Collaboration tools SLA management	$15/agent/month
ProProfs Ticketing Automations Shared inbox Knowledge base software Reports and analytics	$19.99/operator/month
LiveAgent Ticketing Hybrid ticket stream Third-party integrations Multilanguage support Agent collision detection	$9/agent/month
HubSpot Service Hub Ticketing Service analytics Help desk automation Customer portal Knowledge base software Shared inbox	$15/month
Kayako Workflow automation Shared inbox Live chat support Integrations Self-service support	$29/user/month
HappyFox Ticketing system Automation Knowledge base Satisfaction surveys Canned actions Task management	$29/agent/month
Groove Shared inboxes Live chat widget Knowledge base software Reporting Custom integrations Mobile iOS and Android apps	$12/user/month
Help Scout Shared inbox Live chat Knowledge base software AI and workflow automation Reporting	$20/user/month
Gorgias Workflow automations Artificial intelligence Omnichannel support Help desk Mobile app	$10/month for 50 tickets

Ticketing tool & key features
BoldDesk $12/agent/month Email-based ticketing Knowledge base tool Customer service automation Multilanguage help desk support Artificial intelligence (AI) Integrations Mobile help desk Omnichannel support Reporting and analytics Customization
Intercom $39/month Omnichannel support Help desk platform Shared inbox Integrations
Front $19/seat/month Omnichannel shared inbox Knowledge base Workflow automation Integration
Zendesk $19/agent/month Help center AI and automation Messaging Knowledge base Agent workspace
Freshdesk $15/agent/month Knowledge base management AI-powered automations Ticketing Collaboration tools SLA management
ProProfs $19.99/operator/month Ticketing Automations Shared inbox Knowledge base Reports and analytics
LiveAgent $9/agent/month Ticketing Hybrid ticket stream Third-party integrations Multilanguage support Agent collision detection
HubSpot Service Hub $15/month Ticketing Service analytics Help desk automation Customer portal Knowledge base Shared inbox
Kayako $29/user/month Workflow automation Shared inbox Live chat support Integrations Self-service support
HappyFox $29/agent/month Ticketing system Automation Knowledge base Satisfaction surveys Canned actions Task management
Groove $12/user/month Shared inboxes Live chat widget Knowledge base Reporting Custom integrations Mobile iOS and Android apps
Help Scout $20/user/month Shared inbox Live chat Knowledge base AI and workflow automation Reporting
Gorgias $10/month for 50 tickets Workflow automations Artificial intelligence Omnichannel support Help desk Mobile app

Ticketing tool & key features

BoldDesk
$12/agent/month

Email-based ticketing
Knowledge base tool
Customer service automation
Multilanguage help desk support
Artificial intelligence (AI)
Integrations
Mobile help desk
Omnichannel support
Reporting and analytics
Customization

Intercom
$39/month

Omnichannel support
Help desk platform
Shared inbox
Integrations

Front
$19/seat/month

Omnichannel shared inbox
Knowledge base
Workflow automation
Integration

Zendesk
$19/agent/month

Help center
AI and automation
Messaging
Knowledge base
Agent workspace

Freshdesk
$15/agent/month

Knowledge base management
AI-powered automations
Ticketing
Collaboration tools
SLA management

ProProfs
$19.99/operator/month

Ticketing
Automations
Shared inbox
Knowledge base
Reports and analytics

LiveAgent
$9/agent/month

Ticketing
Hybrid ticket stream
Third-party integrations
Multilanguage support
Agent collision detection

HubSpot Service Hub
$15/month

Ticketing
Service analytics
Help desk automation
Customer portal
Knowledge base
Shared inbox

Kayako
$29/user/month

Workflow automation
Shared inbox
Live chat support
Integrations
Self-service support

HappyFox
$29/agent/month

Ticketing system
Automation
Knowledge base
Satisfaction surveys
Canned actions
Task management

Groove
$12/user/month

Shared inboxes
Live chat widget
Knowledge base
Reporting
Custom integrations
Mobile iOS and
Android apps

Help Scout
$20/user/month

Shared inbox
Live chat
Knowledge base
AI and workflow
automation
Reporting

Gorgias
$10/month for 50 tickets

Workflow automations
Artificial intelligence
Omnichannel support
Help desk
Mobile app

Key features of customer support ticketing software

When selecting a support ticketing system, ensure that it has all the features your team needs.

Here are the key features to look for:

Ticket management

A ticketing system should let you log and manage individual user requests in the form of tickets.

These tickets include specific details such as descriptions, urgency, and user information.

Automation

You should have options to automate repetitive tasks like sending notifications, assigning tags to tickets, and triggering workflows for increased efficiency.

Multi-channel support

A ticketing system should combine and track customer interactions across various channels(email, phone, live chat)in one place to deliver seamless support.

This centralization ensures that no request goes unnoticed and allows for easier tracking and management of support tickets.

Reporting and analytics

The system should have features to track key metrics like resolution times, agent performance, and customer satisfaction to identify areas for improvement.

Customer insights are valuable for improving support services.

BoldDesk reports and analytics

Customization

Every business has unique needs. Customize fields, forms, and user interfaces to fit the specific needs of your organization.

The customer service ticketing software should be customizable to adapt to different workflow processes and branding requirements.

Integration capabilities

You should be able to connect your ticketing system with your CRM and other third-party tools for streamlined workflows and improved productivity.

Security and compliance

Ensure the system meets your data security and privacy requirements, especially for sensitive information.

Self-service options

A ticketing system should offer software for customer self-service options, such as knowledge base software, FAQ sections, community forums, or a customer self-service portal.

Help your customers find answers to common questions without needing to contact support and reduce the number of tickets your team needs to handle with these tools.

Knowledge base

Mobile accessibility

An advanced feature of ticketing systems lets your team manage and resolve customer support tickets from their mobile devices. Support can be provided on the go, without the need to be tied to a desktop computer.

Multilanguage support

Ticketing systems have varying levels of support for different languages. Look for one that lets you provide support to your customers in their native languages.

SLA management

The system should let you set and monitor response and average handle time targets for different ticket types, ensuring service quality commitments are met.

Use customizable automation rules to set SLA reminders, notifications, and alerts for prompt response and resolution to support issues.

Ensure effective escalation with event and time triggers.

Service level agreement

Ease of use

Prioritize software that is user-friendly for both support agents and end-users. It should require minimal onboarding training so that both parties can easily familiarize themselves and navigate the software.

Artificial intelligence (AI) support

With emerging trends in AI, look for ticketing systems that integrate AI features, such as summarization, customer sentiment analysis, rephrasing, translation, and suggestions.

Scalability

The system should meet the changing needs of your business.

Cost friendliness and value it provides

Consider the cost structure of the software, including licensing, fees, and any additional costs. Assess the value the software provides in terms of efficiency gains and improved customer satisfaction.

Compare features and pricing plans to find a solution that fits your budget while delivering the value you need.

Efficiency of onboarding training

Evaluate what kind of training your team will need and what is offered by the software provider.

Responsive customer support and comprehensive training resources contribute to successful software installation and usage.

Benefits of using IT ticketing software

Implementing ticketing software isn’t just a fancy upgrade, it’s a strategic investment that benefits both your support team and your organization as a whole. Here are some key advantages:

• Improves efficiency and organization

Automated ticketing systems categorize tickets and automate repetitive tasks like request logging, assignment, and status updates, freeing up agents’ time for more complex problem-solving.

• Faster resolution times

Converting support issues conveyed through all channels into tickets in one platform ensures they are addressed promptly and efficiently, leading to customer appreciation.

• Scalability and adaptability

Many ticketing systems can adapt to accommodate increasing ticket volume and evolving service requirements, making them suitable for businesses of all sizes.

• Increases accountability

Assigning tickets to specific agents promotes ownership and ensures clear accountability for resolving issues.

• Improves customer satisfaction

By providing timely and effective support, a ticketing platform can greatly enhance the satisfaction of customers seeking assistance.

• Reduces support-related costs

Automating manual and repetitive tasks helps to streamline workflows, enhance accuracy, and improve efficiency which translates to reduced operational costs and better resource allocation.

Common challenges in ticketing systems and how to solve them

Ticket management systems are essential for efficient customer support, but they come with their own set of challenges.

Inefficient ticket routing and assignment

If tickets are not routed to the appropriate team or individual, they can sit idle until someone notices and reassigns them. This delay in response can lead to unhappy customers and harm the company’s reputation.

Inefficient routing might also overload some agents while others have spare time. This can lead to burnout among overburdened staff.

Best practices to improve on ticket routing and assignment

Use automated ticket routing based on predefined rules, employee skills, and
Regularly review and update routing configurations to ensure accuracy.
Provide agents with clear ownership. Define clear ticket ownership policies to avoid confusion and ensure accountability for resolving issues.

Failure to meet SLAs

When a service provider fails to meet the agreed-upon standards detailed in a service level agreement (SLA), such as timely responses to service requests, system uptime, or issue ticket resolution times, it is considered an SLA breach.

This leads to a company losing its credibility and customer trust.

SLA best practices

Monitor SLAs closely and use automation ideas to escalate tickets nearing breach.
Regularly review and adjust SLAs based on performance and customer expectations.
Communicate transparently with customers if there are potential delays.

Resistance to change

Resistance to change poses a challenge in the successful implementation and adoption of ticket management systems within organizations.

This resistance can emerge from various sources, and it typically stems from factors such as fear of the unknown, comfort with existing processes, or concerns about the perceived complexity of the new system.

Employees might be accustomed to traditional ways of managing tickets or handling customer inquiries, making them resistant to embracing a new system.

Best practices to encourage change

Provide comprehensive training and resources to ease the transition.
Highlight the benefits of the new system and address concerns through open communication.
Involve the support team in the decision-making process and gather feedback.

Integration issues

Without proper integration, managing tickets can become a disjointed and inefficient process.

This challenge arises when attempting to integrate a ticket management system with existing applications used within an organization.

Integration problems can manifest in various forms, such as incompatible data formats, communication protocol mismatches, or difficulties synchronizing information between systems.

These issues can hinder the smooth flow of data and communication across different parts of an organization, leading to inefficiencies, data discrepancies, potential delays in issue resolution, and bad customer service.

Best practices for integration

Choose support ticketing software with flexible integration capabilities.
Ensure compatibility with other business tools and systems.
Take advantage of onboarding and support offered by the ticketing system provider.

Lack of customer feedback

Customer feedback poses a significant challenge in ticket management systems as it deprives support teams of insights necessary for improvement.

If customers refrain from providing feedback on their experiences with the ticket resolution process, businesses lose opportunities to gauge CSAT score and identify pain points.

Without this input, it becomes challenging to measure the customer success of implemented solutions or refine internal processes.

Best practices to enhance feedback loop

Implement surveys and feedback mechanisms within the support ticket system.
Encourage customers to provide feedback upon ticket resolution.
Act on feedback to make continuous improvements to ensure customer retention.

Ineffective communication

Ineffective communication refers to any exchange of information that fails to achieve its intended purpose.

Some common communication issues within ticket management may include:

Unclear ticket descriptions.
Lack of updates on ticket status.
Inconsistent communication across channels.
Lack of personalization.

Best practices to improve communication:

Keep customers informed throughout the resolution process with regular updates. Encourage detailed ticket descriptions and regular updates on ticket statuses.
Tailor your communication style to each customer and their specific needs. Check for past communication when applicable.
Utilize multiple communication channels. Offer various communication options like email, phone, and live chat support to cater to customer preferences.

Choosing the right help desk ticketing solution for your business

If you’re looking for a way to improve customer experience and streamline your support operations, a help desk ticketing system is worth considering.

It empowers support agents, keeps customers informed, and ultimately leads to customer loyalty and satisfaction.

The best ticketing software is the one that aligns with your specific needs and workflows. Don’t hesitate to try out demos, compare features, and ask questions before making your decision.

I hope this helps you find the perfect customer support ticketing software for your team.

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