Email Ticketing System
A reliable email ticketing system is crucial for managing customer support emails efficiently. Our email help desk software provides a simple yet effective solution.
As communication methods advance, companies must monitor, organize, and respond to customer requests across various platforms. While many companies use email in customer engagement, there is a significant gap between their ability to handle the high volume and their customers’ expectations.
Companies need a comprehensive and systematic approach to addressing customer requests. An email ticketing system is usually an effective solution. This article will explore email ticketing software solutions and highlight some of the top email ticketing tools currently available on the market.
What is an email ticketing system?
An email ticketing system is a software tool used by businesses to manage and organize customer support inquiries, requests, and complaints received via email.
It automates the process of converting incoming customer emails into support tickets within a centralized system, allowing support teams to efficiently track, prioritize, and resolve customer issues.
Each ticket is created with a distinct identification code to ensure that every ticket is unique and can be verified.
15 best email ticketing systems for businesses
Are you considering implementing an email ticketing system to improve your team’s management of inbound and outbound emails?
Take a look at the top email ticketing software solutions available on the market.
1. BoldDesk
BoldDesk offers a reliable and efficient email ticketing system designed to streamline email-based customer support operations.
This comprehensive helpdesk software automates the handling of customer inquiries sent and received via email, helping your team respond promptly to maintain a high level of customer satisfaction.
Incoming emails are automatically converted into tickets for easy tracking and response.
BoldDesk’s intuitive user interface lets support agents manage tickets, streamline workflow automation ideas, and access customer information effortlessly.
Security is a priority for BoldDesk, with features like DKIM keys for outbound emails and spam filters for inbound emails.
Administrators can set restrictions and whitelist specific email addresses and domains.
The email ticketing system consolidates customer information in one place, providing agents with easy access to customer history, order details, and other data for effective issue resolution.
Powerful helpdesk automation ideas features, such as automatic responses, custom workflows, and SLA settings, allow you to save time and streamline various tasks.
In summary, BoldDesk equips you with tools to manage customer inquiries, collaborate within your team, and gain valuable insights to improve customer satisfaction.
Top features
- Ticket routing and assignment: Automatically convert all incoming emails into support tickets and route them to appropriate agents.
- Omnichannel support: Handle customer inquiries and support requests from various communication channels, including phone, social media, web forms, and email, using a single unified inbox.
- Live chat support: Empower agents to deliver instant responses to customer inquiries through various channels, including the live chat widget, WhatsApp, Facebook Messenger, and more.
- Custom email templates: Compose and save frequently sent emails for reuse to maintain uniformity in tone and content.
- Shared inbox: Organize all your customer support inquiries in one place, route them to the right agents, monitor their progress, and enhance overall customer satisfaction.
- Collision detection: Prevent multiple agents from simultaneously working on the same customer ticket.
- Seamless integration: Integrate BoldDesk with your existing tools and apps to streamline workflows.
- Artificial intelligence: Utilize AI assist features within tickets and knowledge base articles, including translation, summarization, and more, to enhance your team’s ability to deliver better responses and information.
- Built-in reports: Utilize the built-in reports and dashboards to examine real-time support data, aiding in making informed choices to improve client support.
- SLA management: Define the response and resolution timeframe for a support issue, set reminders and notifications to ensure prompt resolution of customer issues.
Pricing
Startup plan: Free/10 agents/1 year
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Free trial: Free, 15-day trial with no credit card required.
Contact the BoldDesk support team to schedule a 30-minute live demo and discover how our email ticketing software can fulfill your requirements.
2. Intercom
Intercom offers an email ticketing system designed to integrate with other support channels, providing a unified experience for both agents and customers. Intercom enables companies to collect, monitor, and route customer inquiries; evaluate support effectiveness; and implement support ticket processes.
Top features
- Ticketing capabilities
- Omnichannel communication support
- Reporting
- Automation
- AI-powered bots
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| Essential |
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| Advanced: |
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| Expert |
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| Proactive Support Plus |
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Free trial: 14 days
3. JitBit
JitBit offers a user-friendly email ticketing system designed to centralize your email-based customer support operations. It enables teams to categorize and tag email tickets, assign them to support agents, monitor time spent on tickets, and prevent instances where multiple agents work on the same ticket simultaneously.
Top features
- Ticket management
- Collision detection
- Automation
- Reporting and analytics
- Knowledge base management
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| Freelancer |
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Free trial duration: 21 days
4. TeamSupport
TeamSupport includes an email ticketing system as part of its customer support and help desk ticketing system. Its feature set makes it a good option for businesses seeking to streamline email-based customer support.
Top features
- Ticket automation and workflows
- Basic reporting
- Advanced ticket routing
- Ticket collaboration features
- SLA management
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| Essential Support |
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| Professional Support |
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| Enterprise Support |
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5. HelpCrunch
HelpCrunch is a customer communication platform that provides a variety of tools for customer support, marketing, and sales. Utilizing HelpCrunch, teams can simplify ticket handling and leverage advanced features, including analytics and detailed customer profiles.
Top features
- Ticket management
- Shared inbox
- SLA management
- Reporting and analytics
- Multichannel support
| PRICING | |
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| Pro |
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| Unlimited users |
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Free trial: 14 days
6. LiveAgent
LiveAgent is a customer support platform that offers an email ticketing system among its features. It is designed to help businesses manage customer inquiries, support requests, and customer communication.
Top features
- Omnichannel support
- Universal inbox
- Automation
- Automatic spam filtering
- Self-help portals
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| Free |
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| Medium business |
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7. Front
Front is a collaborative communication platform designed to streamline team inboxes, including email management, shared inboxes, and collaborative messaging. It provides email-based customer support, especially for those already invested in the Front ecosystem.
Top features
- Shared inbox
- Multichannel support
- Reporting and analytics
- 50+ integrations
- Rule-based SLAs
| PRICING | |
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| Starter |
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| Growth |
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| Scale |
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| Premier |
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Free trial: 7 days
8. HubSpot Service Hub
HubSpot Service Hub offers an email ticketing system as part of its customer service platform. This email support system enables teams to track and prioritize incoming service email inquiries through a shared inbox.
Top features
- Shared inbox
- Multichannel support
- Reporting dashboard
- Conversation routing
- Simple ticket automation
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| Free plan |
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| Starter |
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| Professional |
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| Enterprise |
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9. Freshdesk
Freshdesk is cloud-based customer support software provided by Freshworks, Inc. Freshdesk’s email support system allows organizations to convert incoming support-related emails into tickets automatically.
Top features
- Knowledge base software
- Custom email server
- Shared inbox
- SLA management
- Performance analytics tools
| PRICING | |
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| Free plan |
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| Pro |
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| Enterprise plan |
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Free trial: 21 days
10. ProProfs Help Desk
ProProfs Help Desk is a customer support and email ticketing system that allows businesses to centralize email-based customer support operations.
Top features
- Shared inboxes
- Collision detection
- Ticket tracking and prioritization
- Knowledge base software
- Reports and analytics
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Free trial: 15 days
11. Help Scout
Help Scout is a customer support platform that includes an email ticketing system. The software allows support teams to handle customer emails through a shared inbox.
Top features
- Shared inbox
- API and integrations
- Email templates
- Automation
- Reports and analytics
| PRICING | |
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| Standard |
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| Plus |
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| Pro |
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Free trial: 15 days
12. HappyFox
HappyFox is customer support and ticketing software that helps organizations manage their customer support requests and inquiries. HappyFox provides an email ticketing system that allows businesses to convert incoming emails into tickets.
Top features
- Ticket management
- Automation tools
- SLA management
- Omnichannel support
- Reports
| PRICING | |
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| All plans require at least 5 users. | |
| Mighty |
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| Fantastic |
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| Enterprise |
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| Enterprise Plus |
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Free trial: 14 days
13. Hiver
Hiver is an email collaboration tool enabling teams to track, assign, and manage emails in shared email inboxes.
Top features
- Email management: assignment, tags and notes
- Shared drafts
- Knowledge base software
- Shared inboxes
- Automation
| PRICING | |
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| Lite |
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| Pro |
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| Elite |
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Free trial: 7 days
14. Zoho Desk
Zoho Desk is cloud-based customer service software that provides businesses with an email ticketing system, along with other support channels. The email ticketing system in Zoho Desk allows businesses to manage, organize, and respond to customer service emails.
Top features
- Predefined SLAs
- Email templates
- Ticket sorting
- Multichannel support
- Multilingual support
| PRICING | |
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| Standard |
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| Professional |
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| Enterprise |
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Free trial: 15 days
15. Zendesk
Zendesk is a customer service platform that offers an email ticketing system as part of its suite of tools. This system allows businesses to manage, organize, and respond to customer service email requests.
Top features
- Email templates
- Email triggers
- SLA management
- Email tracking
- Omnichannel support
| PRICING | |
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| Support Professional |
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| Support Enterprise |
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Free trial: 14 days
Comparison table for the best email ticketing solutions for 2024
| Ticketing tool & key features | Starting price |
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| $12/agent/month |
| $39/seat/month |
| $29/month |
| $35/agent/month |
| $12/user/month |
| $9/agent/month |
| $19/seat/month |
| $45/user/month |
| $15/agent/month |
| $20/agent/month |
| $20/agent/month |
| $29/user/month |
| $15/user per month |
| $14/user/month |
| $19/agent/month |
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Benefits of an email support system
Email support systems offer a range of advantages that can improve both the customer experience and the support team’s productivity.
Benefits for businesses
- Improved ticket organization: An email ticketing system centralizes all customer inquiries into a single platform. This ensures that no request is lost or overlooked, as every ticket is tracked and monitored until resolution.
- Increased efficiency: Automate ticket routing and repetitive tasks like sending initial greetings. Agents can focus on resolving complex issues.
- Enhanced agent collaboration: Internal notes and mentions within tickets facilitate teamwork and ensure everyone is on the same page.
- Data-driven decision-making: Generate reports to analyze ticket volume, resolution times, and customer satisfaction CSAT. Use these insights to identify areas for improvement.
- Ability to handle growth: Easily accommodate a growing customer base with a system that can handle increasing email traffic.
Benefits for customers
- Faster resolution times: Ticketing systems ensure your inquiries are routed to the appropriate agent and don’t get lost in the shuffle.
- Clear communication: Track the progress of your request and communicate directly with agents through the ticketing system.
- Self-service options: Some systems integrate with knowledge bases, allowing customers to find solutions independently without needing to contact support leading to customer success.
- Improved customer experience: Efficient and timely resolution of issues leads to higher customer satisfaction and customer loyalty.
- 24/7 availability: Even when support agents are not available, an email ticketing system can acknowledge customer emails and inform them about expected wait times, which can improve the overall customer experience.
Choose the right email ticketing support tool for your business
Email ticketing systems bridge the gap between traditional email communication and a structured support system, leading to a more streamlined and efficient customer service experience for both businesses and their customers.
By carefully considering your needs, exploring options, and prioritizing key features, you’ll be well-equipped to choose the perfect email ticketing tool for your business.
FAQs
The following are some of the commonly asked questions:
1. How does an email ticketing system work?
An email ticketing system works by converting incoming customer emails into structured tickets each ticket representing a unique customer inquiry or issue.
Automation rules categorize, prioritize, and route tickets to appropriate agents or departments based on predefined criteria.
Agents can then access the system, view and manage tickets, respond to customer inquiries, and track the status of each ticket through to resolution.
2. How does an email ticketing system prioritize tickets?
An email ticketing system prioritizes tickets based on predefined criteria such as urgency, issue type, or customer status.
Automated rules or SLAs can be set to help facilitate timely responses. Higher priority tickets receive immediate attention, allowing support teams to address critical issues promptly to show customer appreciation.
3. Can tickets be assigned to specific agents or departments within an email ticketing system?
Yes, tickets in an email ticketing system can be assigned to specific agents or departments. This assignment ensures that customer inquiries and issues are directed to the most qualified personnel. This feature enhances efficiency, accountability, and specialization within the customer support team.
4. How scalable is the email ticketing system for growing businesses?
The scalability of an email ticketing system depends on the specific platform. However, many systems are designed to be scalable, accommodating the growth of businesses. They offer flexible user access, expandable storage, and efficient workflows to handle an increasing volume of tickets as a business expands its customer base.
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