13+ Best Ticketing Tools & Systems 2023 (Ranked & Reviewed)

Ticketing tools are essential software applications that help organizations manage and streamline customer support requests or service tickets. 

With the increasing demand for efficient customer service and support, businesses need to choose the right ticketing tool that meets their specific needs. 

From on-premise to cloud-based, help desk to service desk, and open-source to ITIL-compliant, there are numerous options available in the market. 

However, selecting the best ticketing tool can be a daunting task, especially for those who are new to the process. 

In this article, we will explore and analyze some of the best ticketing tools available in the market, their features, advantages, and limitations, to help businesses make an informed decision.

What is a Ticketing Tool or System?

A ticketing tool is a software application used by organizations to manage and track customer support requests or service tickets. 

It provides a structured and efficient way to handle incoming customer inquiries, requests, or issues by creating, tracking, and updating tickets until they are resolved or closed.

When a customer reaches out for help, the support request is assigned a unique identifier or ticket number and entered into the system. 

The ticket includes information such as the customer’s name, contact details, the nature of the request or issue, and the level of urgency. 

Once the ticket is created, it is assigned to the appropriate support agent or team for resolution. 

The ticketing system then tracks and monitors the ticket’s progress, providing updates to both the customer and the support team until the issue is resolved.

How To Choose The Best Ticketing Tool

Choosing the best ticketing tool for your business can be a challenging task, but there are a few key factors to consider that can help you make an informed decision. Here are some tips on how to choose the best ticketing tool:

Define your needs

Start by defining your specific needs and requirements. Consider factors such as the size of your organization, the volume and complexity of support requests, the number of support agents, and the level of customization and scalability required.

Evaluate features

Evaluate the features and functionalities of different ticketing tools, such as ticket management, automation, routing, reporting, and analytics. Consider which features are essential for your business and which are nice-to-have.

Consider ease of use

Choose a ticketing tool that is easy to use and user-friendly for both support agents and customers. The tool should have a clean and intuitive interface, with simple workflows and processes.

Assess integration capabilities

Consider how well the ticketing tool integrates with other software applications your business uses, such as CRM, help desk, or project management tools. Integration can streamline processes and improve productivity.

Look for security and compliance

Choose a ticketing tool that meets industry security and compliance standards, such as GDPR, HIPAA, or PCI DSS, to protect customer data and minimize risks.

Evaluate pricing and support

Evaluate pricing plans and consider the level of support and training provided by the vendor. Look for a ticketing tool that offers a fair pricing model and responsive customer support.

Features To Look For In a Ticketing Tool

Ticketing systems offer a range of features that can help organizations manage customer support and service operations effectively. Some of the common features of ticketing systems include:

Omnichannel support 

Ticketing tools & systems allow organizations to receive and respond to customer inquiries across multiple channels such as email, social media, live chat, and phone.

Ticket routing, categorization, and tagging

These features help organize incoming support tickets and route them to the appropriate agent or team based on ticket type, priority, and other factors.

Tracking and measurement

Ticketing tools provide analytics and reporting capabilities that allow organizations to track ticket volume, response times, resolution rates, and other metrics to optimize customer service operations.

Integrations 

Ticketing tools can integrate with other tools such as CRM, e-commerce platforms, and marketing automation software to provide a seamless customer experience and enable agents to access relevant customer data.

Knowledge base management 

Ticketing tools can create and manage a knowledge base with frequently asked questions, troubleshooting guides, and other resources that customers can access to resolve issues on their own.

Automation

Ticketing systems can automate tasks such as ticket assignment, prioritization, and follow-up to reduce manual effort and improve efficiency.

Workforce management tools

Ticketing systems can provide workforce management features such as forecasting and scheduling to optimize staffing levels and ensure that customer inquiries are handled promptly.

Comparing The Best Ticketing Systems

What Is The Best Ticketing Tool?

Here’s a list of some of the best ticketing tools on the market today:

• HubSpot
• FreshDesk
• ZenDesk
• Zoho Desk
• Kayako
• HappyFox
• ServiceNow
• Cherwell Service Management
• Salesforce Service Cloud
• Kustomer
• Intercom

Best Help Desk Ticketing Tools

These systems are specifically designed to manage and track customer support requests or help desk tickets. These include;

1. HubSpot Help Desk and Ticketing Software

Best Ticketing Tool For Small Businesses

HubSpot’s Help Desk and Ticketing Software is an ideal choice for small businesses, offering a comprehensive solution for managing all customer inquiries, support requests, and tickets. 

With its intuitive dashboard, the ticketing tool enables your entire support team to easily record, organize, and track issues, ensuring that no customer query is ever missed or forgotten.

Moreover, the software provides key support metrics such as agent response time, ticket volume, and more, helping you to effectively manage customer demand, coach your support team, and ultimately provide a better customer experience. 

What’s more, HubSpot’s Help Desk and Ticketing Software is built on the company’s renowned CRM platform, providing a central location to store all customer information. 

HubSpot Help Desk Key Features:

• Intuitive Dashboard: HubSpot’s Help Desk and Ticketing Software offers an easy-to-use dashboard that allows your entire support team to record, organize, and track all customer inquiries and support requests in one central location.
• Customizable Ticket Forms: The software allows you to create customizable ticket forms with fields that are specific to your business, making it easier to gather all the information you need to resolve a customer’s issue.
• Automated Routing and Escalation: The software automatically routes tickets to the appropriate team member or department, ensuring that the customer’s inquiry is addressed by the right person in a timely manner.
• SLA Management: HubSpot’s Help Desk and Ticketing Software offers Service Level Agreement (SLA) management, allowing you to set response time targets and monitor agent performance against these targets.
• Reporting and Analytics: The software provides detailed reporting and analytics on key support metrics, such as ticket volume, agent response time, and customer satisfaction ratings, helping you to identify trends and make data-driven decisions.
• Knowledge Base: The software comes with a built-in knowledge base that enables you to create and manage a library of articles and resources that can help your customers find the answers they need on their own.
• Integration with HubSpot CRM: HubSpot’s Help Desk and Ticketing Software is built on the company’s CRM platform, providing seamless integration with other HubSpot tools such as marketing automation and sales software, allowing you to manage all aspects of your customer interactions in one central location.

HubSpot Help Desk Pricing:

HubSpot’s Help Desk is available as part of the company’s Service Hub subscription, which offers a range of customer service tools and features. 

The pricing for Service Hub varies depending on the plan you choose and the number of users you have. Here’s a breakdown of the current pricing for Service Hub:

• Free Plan: This plan costs $0 
• Starter Plan: This plan costs $45 per month for two users.
• Professional Plan: This plan costs $360 per month for five users.

2. FreshDesk

Best Ticketing Tool For Tagging

Freshdesk is a cloud-based help desk ticketing system designed to streamline customer support operations for businesses of all sizes. It offers a range of features that make it easy for agents to manage customer issues, collaborate with team members, and track progress towards issue resolution.

With Freshdesk, customers can submit tickets through a variety of channels, including email, phone, chat, social media, and web forms. The system automatically assigns tickets to agents based on pre-defined rules, such as workload or expertise, and allows agents to prioritize and categorize tickets based on their urgency and importance.

FreshDesk Key Features:

• Multi-Channel Support: Freshdesk allows customers to submit support requests through various channels such as email, phone, social media, chat, and web forms, all of which are consolidated into a single platform.
• Ticket Management: Tickets can be prioritized, categorized, and assigned to the right agent or team based on skillset, workload, and availability.
• Collaboration: Agents can collaborate and share notes with each other to resolve complex issues efficiently, ensuring faster ticket resolution times.
• Automation: Freshdesk provides agents with canned responses, automatic ticket routing, and rule-based triggers, ensuring faster ticket resolution times.
• Self-Service: A built-in knowledge base empowers customers to find answers to common questions and solve issues on their own, thus reducing the volume of support requests.

Freshdesk Pricing:

• Free: This is a free forever plan for small teams of up to 10 agents. 
• Growth: This plan starts at $15 per agent per month when billed annually.
• Pro: The Pro plan starts at $49 per agent per month when billed annually. 
• Enterprise: The  plan starts at $79 per agent per month when billed annually. 

FREE TRIAL: 21 DAYS

3. Zendesk

Best Ticketing Tool For Large Enterprises

Zendesk is a customer support software that helps businesses connect with customers across multiple channels, including email, messaging, social media, voice, bots, and community forums. The software not only enhances customer satisfaction but also streamlines the work of support agents, who can access a comprehensive view of the customer journey to provide more efficient service.

Zendesk’s centralized hub provides managers and administrators with pre-built dashboards and customer reports, giving them greater visibility into team performance. This information can be used to improve efficiency through resource planning, ticketing workflow optimization, prioritizing customer requests, and more.

Zendesk Key Features:

• Omnichannel routing: Zendesk’s routing system can automatically route tickets to the best-suited agents or teams, based on skill set, language, and workload, ensuring faster resolution times and more efficient resource allocation.
• Collaboration tools: Zendesk’s collaborative tools, such as internal notes and shared views, allow agents to work together to solve complex issues and provide personalized support to customers.
• AI-powered chatbots: Zendesk’s AI-powered chatbots can assist customers with routine inquiries, freeing up agents to handle more complex issues.
• Self-service options: Zendesk’s self-service options, such as a knowledge base and community forums, enable customers to find answers to common questions on their own, reducing the volume of support requests.
• Enterprise-grade security: Zendesk offers robust security features, including two-factor authentication, SSL encryption, and IP restrictions, ensuring customer data is kept safe and secure.

Zendesk Pricing:

• Suite Team: Starts at $49 per agent per month, billed annually. 
• Suite Growth: Starts at $79 per agent per month, billed annually. 
• Suite Professional: Starts at $99 per agent per month, billed annually. 

FREE TRIAL: 14 DAYS

4. Zoho Desk

Best Cost Efficient Ticketing Tool For Startups

Zoho Desk is good for startups looking for a cost efficient solution. Its ability to integrate with other Zoho products, such as Zoho CRM, Zoho Projects, and Zoho Analytics enables businesses to create a more holistic customer support experience by providing agents with access to relevant customer data and insights.

Zoho Desk also offers AI-powered tools, including Zia, an intelligent virtual assistant that can help agents with routine tasks such as ticket categorization and response recommendations. Additionally, the software offers advanced analytics and reporting capabilities, allowing businesses to track key metrics such as customer satisfaction, response times, and agent performance.

Zoho Desk Key Features:

• Customizable Help Center: Zoho Desk allows businesses to create a fully customizable help center that can be branded to match their website. 
• AI-Powered Virtual Assistant: Zoho Desk offers an intelligent virtual assistant, called Zia, which uses AI technology to help agents with routine tasks such as ticket categorization, prioritization, and response recommendations. 
• Integrated with Zoho Products: Zoho Desk is part of the Zoho suite of products, which includes Zoho CRM, Zoho Projects, and Zoho Analytics. 
• Workflow Automation: Zoho Desk includes powerful automation capabilities that can help businesses automate routine tasks such as ticket assignment, status changes, and follow-up actions.

Zoho Desk Pricing:

• Standard: This plan costs $12 per agent per month and includes features such as multichannel support, advanced automation, and custom roles and permissions.
• Professional: This plan costs $20 per agent per month and includes features such as a customer happiness rating, advanced analytics and reporting, and satisfaction surveys.
• Enterprise: This plan costs $35 per agent per month and includes features such as custom ticket templates, a custom domain, and multi-brand support.

FREE TRIAL: 15 DAYS

5. HappyFox

Best All-in-one Customer Support Ticketing Tool

HappyFox is a cloud-based customer support software that helps businesses of all sizes manage their customer inquiries and support tickets. 

The platform offers a simple and intuitive user interface, with powerful automation and collaboration tools to help streamline support processes and increase agent productivity. 

With features such as multi-channel support, reporting and analytics, and customizable workflows, HappyFox makes it easy for teams to provide high-quality support and ensure customer satisfaction.

HappyFox Key Features:

• Smart Rules: HappyFox’s Smart Rules feature allows users to automate repetitive tasks and workflows, saving time and increasing efficiency.
• Satisfaction Surveys: HappyFox includes built-in satisfaction surveys that help businesses measure customer satisfaction and gather feedback on support interactions.
• Agent Collision Avoidance: HappyFox’s Agent Collision Avoidance feature prevents multiple agents from working on the same ticket at the same time, helping to prevent duplicate efforts and ensure a seamless support experience for customers.
• Knowledge Base: HappyFox’s Knowledge Base feature allows businesses to create and share helpful articles and guides to assist customers with common issues and questions.
• Social Media Integration: HappyFox integrates with popular social media platforms, allowing businesses to manage customer inquiries and support tickets from within their social media accounts.
• Mobile App: HappyFox offers a mobile app for iOS and Android devices, making it easy for agents to manage support tickets and respond to customer inquiries on-the-go.

HappyFox Pricing:

• Mighty: $26 user/month
• Fantastic: $39 user/month
• Enterprise: $52 user/month
• Enterprise Plus: $64 user/month

FREE TRIAL: 15 DAYS

Best Service Desk Ticketing Tools

These systems are more comprehensive and are designed to manage and track both customer support requests and other IT service management processes, such as incident management, change management, and problem management.

1. Freshservice

Best IT Service Management (ITSM) Ticketing Tool 

Freshservice is a cloud-based IT service management (ITSM) software that provides a modern and intuitive way to manage IT services, assets, and issues. 

It offers a range of features that allow businesses to streamline their IT support and operations, including incident management, problem management, change management, and release management.

Freshservice offers automation capabilities that help streamline workflows, including ticket routing and assignment, SLA management, and automated escalation.

Freshservice Key Features:

• Incident Management: Freshservice allows businesses to log, track, and manage IT incidents and service requests from multiple channels.
• Self-Service Portal: Freshservice provides a self-service portal that enables users to access the knowledge base, submit and track their own support requests, and search for solutions to common issues.
• Asset Management: With Freshservice, businesses can manage their IT assets, including hardware and software, and track their usage, location, and maintenance history.
• Change Management: Freshservice provides a structured approach to making changes to IT systems, which includes the ability to create, track, and manage change requests. 
• Automation: Freshservice allows businesses to automate routine tasks such as ticket assignment, SLA management, and ticket escalation. 
• Integration: Freshservice integrates with a range of third-party applications, including email, chat, and phone systems, as well as popular IT tools such as Jira and Slack. 

Freshservice Pricing:

• Starter – This plan starts at $19 per agent per month 
• Growth – This plan starts at $49 per agent per month 
• Pro – This plan starts at $95 per agent per month 
• Enterprise – This plan is designed for large enterprises and starts at $119

FREE TRIAL: 21 DAYS

2. Jira Service Management

Best Ticketing Tool For High Volume Customer Requests

Jira Service Desk is a ticketing system that helps businesses manage their IT support and service requests. It is a popular software used by teams in IT, HR, legal, and other departments to track and resolve issues and requests.

The software is built on top of the popular Jira platform, which is known for its flexibility and powerful workflow engine. This makes it easy for businesses to customize Jira Service Desk to their specific needs and workflows.

Jira Service Desk provides a user-friendly interface for users to create, track, and manage their support tickets. It also allows businesses to prioritize and assign tickets based on urgency and importance.

Jira Service Desk Key Features:

• Customizable ticket workflows – Jira Service Desk allows businesses to create and customize their ticket workflows to fit their unique requirements. This includes setting up custom fields, statuses, and triggers.
• Self-service portal – Jira Service Desk includes a self-service portal that allows users to submit and track their own requests without the need for agent intervention.
• Service level agreement (SLA) management – Jira Service Desk provides SLA management features that enable businesses to set response time targets and monitor their progress.
• Collaboration and communication – Jira Service Desk includes collaboration features that allow agents to communicate with each other, share information, and track the progress of tickets.

Jira Service Desk Pricing:

• Free plan: This plan is free for up to 3 agents and includes basic ticketing features, a knowledge base, and email support.
• Standard plan: This plan starts at $20 per agent per month and includes features such as SLA management, automation, and reporting and analytics.
• Premium plan: This plan starts at $47 per agent per month and includes additional features such as advanced automation, custom fields and branding, and 24/7 premium support.
• Enterprise plan: This plan is designed for large enterprises and includes all features of the Premium plan, as well as additional enterprise-level features such as dedicated support, custom security, and compliance assistance. The pricing for this plan is customized based on the specific needs of the enterprise.

FREE TRIAL: 7 DAYS

3. ManageEngine ServiceDesk Plus

Best Automatic Ticket Dispatch Ticketing Tool

ManageEngine ServiceDesk Plus is a web-based help desk and IT asset management software that enables businesses to manage and streamline their IT services and operations. 

It is designed to help businesses provide high-quality support to their customers and employees, while also improving IT efficiency and productivity.

One unique feature of ManageEngine ServiceDesk Plus is its “Business Rules” engine, which enables businesses to define custom rules for managing and automating their service management workflows.

Manageengine Key Features:

• Best practice ITSM workflows – ManageEngine ServiceDesk Plus includes pre-defined ITSM (Information Technology Service Management) workflows that are based on industry best practices such as ITIL (Information Technology Infrastructure Library). 
• Powerful integrations with IT management apps – ManageEngine offers integrations with a range of IT management apps, such as Active Directory, Microsoft SCCM, and VMware vCenter. 
• Smart automation – ManageEngine ServiceDesk Plus includes smart automation capabilities that enable businesses to automate several routine tasks such as ticket routing, assignment, and escalation. 
• Extensive reporting capabilities – It provides extensive reporting capabilities that allow businesses to track and measure key performance metrics such as ticket volume, resolution times, SLA compliance, and customer satisfaction. 
• Codeless customizations – ManageEngine allows businesses to customize their IT service management workflows without requiring any coding skills. The software includes a drag-and-drop visual workflow builder that allows businesses to create and modify workflows easily. 
• Deploy on cloud or on-premises – ManageEngine ServiceDesk Plus can be deployed either on the cloud or on-premises, giving businesses the flexibility to choose the deployment model that best fits their needs. 

ServiceDesk Plus Pricing:

Contact Manageengine Servicedesk Plus to get a quote.

Best Free (Open Source) Ticketing Tools & Systems

These are software applications that are freely available and can be customized and modified to meet specific needs.

1. OTRS

Best Free Knowledge Management Ticketing Tool

OTRS is an open-source ticketing system designed to help businesses manage their customer service and IT service management (ITSM) needs. 

It is a highly customizable and flexible system that can be tailored to meet the specific needs of different businesses. 

As an open-source system, OTRS is free to download and use, and its source code is freely available for businesses to modify and customize.

OTRS Key Features:

• Service request management: OTRS includes tools for managing service requests, allowing businesses to quickly and efficiently respond to customer requests for support.
• Knowledge management: OTRS includes a knowledge base for self-service support, allowing customers to find answers to their questions without needing to contact customer support.
• Customization: OTRS is highly customizable, allowing businesses to tailor the system to their specific needs. The system includes a powerful framework for customization and development, as well as a range of pre-built modules and plugins.
• Collaboration and communication tools: OTRS includes a range of collaboration and communication tools, such as email integration, chat, and notification alerts, allowing teams to work together more efficiently and effectively.
• Security: OTRS includes a range of security features to help businesses protect their data and systems, including access control, encryption, and audit logging.
• Integrations: OTRS offers a range of integrations with other business tools and systems, such as customer relationship management (CRM) systems, enterprise resource planning (ERP) systems, and more.

OTRS Pricing:

OTRS is an open-source ticketing system, which means that the software itself is free to download and use.

2. osTicket

Best Free Customizable Ticketing Tool

osTicket is a popular open-source ticketing system that is used by businesses of all sizes to manage customer support requests and IT service management (ITSM) tasks. 

osTicket offers a range of advanced capabilities, such as knowledge management, reporting and analytics, and integrations with other business tools and systems. 

The system is highly customizable, allowing businesses to tailor the platform to their specific needs and requirements, and it offers a range of add-ons and plugins that can be used to extend its functionality even further.

The software is free to download and use, and the source code is freely available for modification and customization. This makes osTicket an attractive option for businesses that want a powerful and flexible ticketing tool without the high costs associated with commercial software.

osTicket Key Features:

• Multi-channel ticket management: osTicket allows businesses to manage customer support requests across multiple channels, including email, phone, chat, and social media, all from a single platform.
• Customizable ticket forms: The system allows businesses to create custom ticket forms to collect the information they need to resolve support requests quickly and accurately.
• Automation and workflows: osTicket includes powerful automation and workflow tools, such as ticket assignment rules, SLA management, and automatic ticket escalation, to ensure that support requests are handled promptly and efficiently.
• Knowledge management: The system offers a robust knowledge management platform, with features such as an internal knowledge base, FAQs, and community forums, to help customers find answers to their questions quickly and easily.

osTicket Pricing:

It’s free to download.

Best ITIL-Compliant Ticketing Tools & Systems

These systems are designed to adhere to the best practices outlined in the IT Infrastructure Library (ITIL), which provides guidance on IT service management processes.

1. SysAid

Best Comprehensive Ticketing Tool For ITSM

SysAid is a versatile ticketing tool designed to meet the IT service management (ITSM) requirements of organizations. It provides an array of features including help desk, asset management, analytics, and more. This all-in-one solution integrates multiple services into one flexible platform, making it a comprehensive IT service management tool.

SysAid is designed to align with best practices, ensuring that users can efficiently and effectively complete service activities in compliance with industry standards. The software simplifies complex tasks, enabling users to streamline their workflows and focus on delivering high-quality services.

SysAid Key Features:

• Automated IT Asset Management: SysAid offers an automated asset management system that allows users to track and manage their IT assets, including hardware and software, in real-time. 
• Gamification: SysAid offers a gamification feature that enables users to set up reward systems for agents and staff based on performance. 
• Mobile Application: SysAid offers a mobile application that allows users to access the platform from their mobile devices. 
• Chat and Self-Service Portal: SysAid offers a chat feature and a self-service portal that enables users to access information and support quickly and easily. 

SysAid Pricing:

The pricing for SysAid is not publicly available, as it is based on the specific needs of each organization. Interested customers can contact SysAid’s sales team for a customized quote based on their requirements.

2. Ivanti Service Manager

Best Ticketing System For Organizations Seeking A Flexible & Customizable ITSM

Ivanti Service Manager is designed to provide a comprehensive IT service management solution that incorporates industry best practices, including the ITIL framework. Its standard design ensures an efficient implementation, saving you both time and costs.

What sets Ivanti apart is its high degree of flexibility and customization without the need for programming. This allows organizations to tailor the platform to their specific needs, whether they’re supporting IT processes, human resources, facilities, or any other business process.

Additionally, Ivanti’s powerful workflow engine enables the automation of complex workflows, ensuring that standard requests are efficiently handled and automated.

Ivanti Service Manager Key Features:

• ITIL Best Practices: Ivanti Service Manager is based on the ITIL framework, which incorporates industry best practices for IT service management. 
• Customization without Programming: Ivanti Service Manager offers a high degree of customization without requiring any programming skills. 
• Workflow Automation: Ivanti Service Manager offers a powerful workflow engine that enables the automation of complex workflows. 
• Service Catalog: Ivanti Service Manager offers a customizable service catalog that enables users to quickly and easily request IT services. 

Ivanti Service Manager Pricing:

To obtain accurate pricing information, it’s recommended to contact Ivanti directly or to schedule a consultation with their sales team. 

Best Sales & Marketing Ticketing Tools

These ticketing systems are designed to manage and track customer inquiries and support requests related to sales and marketing, such as lead generation, customer onboarding, and customer retention.

1. Freshsales

Best AI Based Lead Scoring Ticketing Tool

Freshsales is a comprehensive sales and marketing system designed to help businesses effectively manage their leads, deals, and customers. 

It offers a range of features including lead capture, lead scoring, email tracking, and pipeline management. The system is also equipped with built-in phone and email integration, allowing sales reps to easily reach out to prospects and customers.

Freshsales provides businesses with a clear view of their sales funnel and allows them to automate their sales and marketing processes.

Freshsales Key Features:

• Lead management: Freshsales allows businesses to capture, qualify, and nurture leads. It includes features like lead capture forms, lead scoring, and lead nurturing campaigns.
• Sales pipeline management: With Freshsales, businesses can easily manage their sales pipeline, track deals, and forecast revenue. The system includes customizable pipelines and stages, as well as deal tracking and reporting tools.
• Email and phone integration: Freshsales offers built-in email and phone integration, allowing sales reps to easily communicate with prospects and customers. The system also includes email tracking and analytics, as well as click-to-call and call recording features.
• Marketing automation: Freshsales includes marketing automation features like campaign management, landing pages, and email marketing. It also offers integrations with popular marketing tools like Mailchimp and Zapier.

Freshsales Pricing:

• Growth: This plan starts at $15 per user per month and includes additional features like email tracking, lead scoring, and mobile app access.
• Pro: This plan starts at $39 per user per month and includes more advanced features like marketing automation, team management, and custom roles and permissions.
• Enterprise: This plan starts at $69 per user per month and includes advanced analytics and reporting features, as well as additional customizations and integrations.

FREE TRIAL: 21 DAYS

Best On-premise Ticketing Tools

These ticketing systems are installed and run on the organization’s own servers or computers, and require IT support and maintenance.

1. BMC Remedy

Best Ticketing Tool For Large Enterprises With Complex ITSM Needs

BMC Remedy is a powerful on-premise ticketing system designed for large enterprises. It offers a range of features to help businesses manage their IT service management (ITSM) processes and workflows. As an on-premise solution, BMC Remedy offers businesses greater control and customization options compared to cloud-based ticketing systems.

With BMC Remedy, businesses can automate their ITSM processes and workflows, improving efficiency and reducing manual errors.

BMC Remedy is highly customizable, allowing businesses to tailor the system to their specific needs. It includes drag-and-drop customization tools, as well as powerful workflow automation capabilities.

BMC Remedy Key Features:

• On-premise deployment: BMC Remedy is an on-premise ticketing system, which means that businesses can host the software on their own servers and have greater control over the system’s performance and security.
• ITIL-compliant: BMC Remedy is ITIL-compliant, which means that it adheres to the best practices and guidelines for IT service management. 
• Customizable workflows: BMC Remedy includes powerful workflow automation capabilities, allowing businesses to automate their ITSM processes and workflows. 
• Integration capabilities: BMC Remedy offers powerful integration capabilities, allowing businesses to connect the system with other IT tools and systems. The system includes out-of-the-box integrations with popular tools like Microsoft Office, Active Directory, and SAP.

BMC Remedy Pricing:

Businesses interested in BMC Remedy will need to contact the company directly to receive a personalized quote based on their specific needs and requirements.

Benefits Of Helpdesk Ticketing Tools

A helpdesk ticketing system can provide numerous benefits for businesses of all sizes and industries. Here are some of the key reasons why your business may need a helpdesk ticketing system:

Centralized management

A ticketing system provides a centralized platform for managing customer support requests, allowing businesses to track and monitor all incoming requests from a single location.

Improved communication

A ticketing tool allows businesses to communicate with customers more effectively, providing a clear and structured channel for resolving support issues.

Increased efficiency

A ticketing system automates many support processes, such as ticket routing and escalation, allowing businesses to handle support requests more quickly and efficiently.

Better collaboration

A ticketing tool allows support teams to collaborate more effectively, with tools for assigning tasks, sharing information, and tracking progress.

Enhanced customer satisfaction

A ticketing system provides a more professional and efficient support experience, leading to higher levels of customer satisfaction and loyalty.

Data-driven insights

A ticketing system provides valuable data and insights into support performance, allowing businesses to identify trends, measure performance, and make data-driven decisions.

How an IT Ticketing Tool Works

An IT ticketing system is a tool that allows businesses to manage and track IT support requests from their employees or customers. Here are the four key steps involved in how an IT ticketing tool typically works:

Step 1: Submission of a support request 

The first step in using an IT ticketing tool is for the user to submit a support request. This can be done through various channels, such as email, phone, web form, or chat, depending on the specific system being used. The user will typically provide details about the issue they are experiencing, including any error messages or other relevant information.

Step 2: Ticket creation and assignment

Once a support request is received, the IT ticketing tool will create a new ticket and assign it to a support agent or team. The ticket will include all the relevant details about the issue, such as the user’s contact information, the nature of the problem, and any relevant attachments or files.

Step 3: Ticket tracking and resolution

The support agent or team will then work to resolve the issue, using the ticket to track their progress and communicate with the user as needed. The ticket will be updated with notes, status changes, and other relevant information as the support request progresses, allowing all stakeholders to stay informed about the issue’s status.

Step 4: Ticket closure and feedback

Once the support request is resolved, the ticket will be closed, and the user will be notified. Some IT ticketing systems may also provide the user with the option to provide feedback on the support experience, which can be used to improve support processes and identify areas for improvement.

Best Practices for Using Ticketing Tools

Here are some best practices for using ticketing software effectively:

• Standardize ticket categories: Create a standard set of ticket categories to ensure that issues are properly classified and routed to the appropriate support team.
• Use clear and concise language: Ensure that all ticket descriptions and updates are written in clear and concise language, making it easier for support agents to understand and address the issue.
• Assign tickets to the right team members: Assign tickets to the most appropriate support team members based on their skill set, experience, and workload.
• Set priorities: Prioritize tickets based on their severity and impact on the business, allowing support teams to address high-priority issues quickly.
• Communicate proactively: Keep users updated on the status of their support requests, including estimated resolution times and any relevant updates.
• Automate processes where possible: Automate processes such as ticket creation, routing, and escalation to reduce manual workload and ensure consistent handling of support requests.
• Monitor performance metrics: Track key performance metrics such as ticket volume, response time, and resolution time to identify areas for improvement and measure the effectiveness of support processes.
• Continuously improve: Regularly review and update support processes to ensure they are effective and efficient, incorporating feedback from users and support agents.

By following these best practices, businesses can maximize the benefits of their ticketing tools, providing a more efficient and effective support experience for their customers or employees while also improving support team productivity and performance.

FAQs – Ticketing Systems

Wrap Up

In conclusion, the best ticketing tools are those that offer a range of features to help organizations manage customer inquiries and support requests efficiently. These features can include omnichannel support, ticket routing and categorization, tracking and measurement, integrations, knowledge base management, automation, and workforce management tools.

By selecting a ticketing tool with these features, businesses can streamline their customer support operations, reduce response times, and provide a better experience for their customers. With so many options available in the market, it is essential to carefully evaluate each tool’s features and capabilities to find the right one for your business needs.

Last updated on September 8th, 2023 at 07:56 am