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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 in the market.
What is a help desk ticketing system?
A help desk ticketing system is a customer support solution designed to streamline and manage the process of handling customer inquiries, requests, and issues.
It is 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 help desk ticketing system?
Typically, a help desk ticketing system creates, categorizes, and assigns unique tickets to every incoming customer request.
This practical approach facilitates automated ticket assignment, prevents duplicated efforts, and enhances agent productivity.
What’s more, ticketing systems often include self-service options such as knowledge base software.
This provides agents and customers with access to relevant product and company information at their convenience.
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 help desk 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 system tools for 2025
The following is a compilation of the best ticketing system for 2025, each with different features and pricing plans, for consideration.
1. BoldDesk
For excellent customer support, we believe BoldDesk is the best help desk ticketing system 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 support 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 help desk ticketing system to your preferences, including rebranding, with the customization tools available.
Pricing
| Agent-based plans | Unlimited agents plans |
| Scale: $12/agent/month |
|
| Momentum: $25/agent/month |
|
| Enterprise: $39/agent/month |
|
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.
Main features of Intercom
- Omnichannel support
- Help desk platform
- Shared inbox
- Integrations
| PRICING | |
| Plan |
|
Free trial: 14 days
3. Front
Front centralizes interactions from various communication channels such as email, live chat, messaging, and social media.
Main features of Front
- Omnichannel shared inbox
- Knowledge base software
- Workflow automation
- Integrations
| PRICING | |
| Plan |
|
Free trial: 14 days
4. Zendesk
Zendesk is ticketing system with features such as omnichannel communication support, knowledge base software, and automation.
Main features
- Help center
- AI and automation
- Messaging
- Knowledge base software
- Agent workspace
| PRICING | |
| Plan |
|
Free trial: 30 days
5. Freshdesk
Freshdesk, a product of Freshworks, is a common ticketing software with various features to streamline support operations.
Main features of Freshdesk
- Knowledge base management
- AI-powered automation
- Ticketing
- Collaboration tools
- SLA management
| PRICING | |
| Plan |
|
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.
The features offered by Proprofs include a ticketing system, knowledge base management, and live chat support.
Main features of ProProfs
- Shared inbox
- Chatbots
- Internal collaboration
- Knowledge base
- CSAT surveys
- Mobile app
| PRICING | |
| Plan |
|
Comes as a full help desk solution with unlimited inboxes and advanced features like ticket routing, child tickets, API, white label & more.
7. LiveAgent
LiveAgent is ticketing system 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.
Main features of LiveAgent
- Ticketing
- Hybrid ticket stream
- Third-party integrations
- Multilanguage support
- Agent collision detection
| PRICING | |
| Plan |
|
Free trial: 14 or 30 days
8. HubSpot Service Hub
Hubspot Service Hub is a 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.
Main features of HubSpot Service Hub
- Ticketing
- Customer service analytics
- Help desk automation
- Customer portal
- Knowledge base software
- Shared inbox
| PRICING | |
| Plan |
|
Free trial: 14 days
9. Kayako
Kayako is a small-to-medium business (SMB) help desk ticketing system that provides support teams with functionalities to manage customer requests and interactions across multiple channels.
Main features of Kayako
- Workflow automation
- Shared inbox
- Live chat support
- Integrations
- Self-service support
| PRICING | |
| Plan |
|
Free trial: 14 days
10. HappyFox
HappyFox is AI-powered help desk ticketing system designed to provide customer support solutions in a centralized platform.
It has functionalities such as live chat and a mobile application.
Main features of HappyFox
- Ticketing system
- Automation
- Knowledge base software
- Satisfaction surveys
- Canned actions
- Task management
| PRICING | |
| Plan |
|
Free trial: 14 days
11. Groove
Groove’s help desk ticketing software suitable for growing businesses.
Main features of Groove
- Shared inboxes
- Live chat widget
- Knowledge base software
- Reporting
- Custom integrations
- Mobile iOS and Android apps
| PRICING | |
| Plan |
|
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.
Main features of Help Scout
- Shared inbox
- Live chat
- Knowledge base software
- AI and workflow automation
- Reporting
| PRICING | |
| Plan |
|
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.
Main features of Gorgias
- Workflow automation
- Artificial intelligence
- Omnichannel support
- Help desk
- Mobile app
| PRICING | |
| Plan |
|
Comparison table for the best ticketing tools for 2025
Here is a summary of the aforementioned best ticketing software in the market today!
| Help desk ticketing system & key features | Pricing plan |
|---|---|
BoldDesk
|
$12/agent/month |
Intercom
|
$39/month |
Front
|
$19/seat/month |
Zendesk
|
$19/agent/month |
Freshdesk
|
$15/agent/month |
ProProfs
|
$19.99/operator/month |
LiveAgent
|
$9/agent/month |
HubSpot Service Hub
|
$15/month |
Kayako
|
$29/user/month |
HappyFox
|
$29/agent/month |
Groove
|
$12/user/month |
Help Scout
|
$20/user/month |
Gorgias
|
$10/month for 50 tickets |
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 help desk 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 a seamless 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.
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 help desk 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 help desk 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.
Mobile accessibility
An advanced feature of help desk 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
Help desk 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.
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 help desk 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 is within 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
Upgrading to a ticketing software is a strategic investment that has the ability to revolutionize your support team and 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 help desk 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. This leads to a lower operational cost and fosters better resource allocation.
Common challenges in help desk 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 set 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, complacency, or concerns about the perceived complexity of the new system.
Employees might be accustomed to traditional ways of managing tickets or handling customer complaints, making them resistant to embracing a new system.
Best practices to encourage change
- Provide comprehensive training and resources to make the transition bearable.
- Highlight the benefits of the new system and address concerns openly and transparently.
- Involve the support team in the decision-making process and collect feedback.
Integration issues
Without proper integration, managing tickets becomes very chaotic and ineffective.
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 help desk ticketing system provider.
Lack of customer feedback
Naturally, failure to receive 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 system 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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