Customer relationship management is the primary necessity of any business. And a ticketing management system helps to conduct it efficiently. If you are an IT company, you might be aware of the day-to-day hustle. In this scenario, it is essential to move your inquiries and complaints at a faster pace.
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TL;DR
- A ticketing management system is essential for IT companies to efficiently manage customer support requests by centralizing tickets, automating workflows, and improving team collaboration.
- Key features include automated ticket creation and assignment, deadline management, self-service portals, omnichannel support, and integration with other business tools.
- Leading systems like Freshdesk, Zoho Desk, and Zendesk offer scalable solutions to streamline support processes, reduce manual tasks, and boost customer satisfaction.
- Choosing the right system depends on your business needs, ease of use, and integration capabilities.
At the same time, you also need to lower the cost of resolving the tech cases. Is it difficult to frame such a system? Absolutely not! Read this article to know about what an ideal ticketing management system consists of and the top 10 systems that can be useful for efficient management.
This management system organizes all tickets and requests in one place, making it easier for teams to track progress, prioritize urgent matters, and deliver timely solutions.
A centralized platform consolidates communication, ticket management, and collaboration, making workflows more efficient and accessible across teams.
What does an ideal ticketing management system offer?
A ticket management system is an essential tool for IT companies looking to streamline their support processes and efficiently handle large volumes of customer requests.
By automating manual tasks such as ticket creation, assignment, and status updates, a ticketing system helps support teams manage and resolve issues faster.
This management system organizes all tickets and requests in one place, making it easier for teams to track progress, prioritize urgent matters, and deliver timely solutions.
For businesses aiming to provide high-quality support, a good ticket management system is crucial for managing workflows, improving team collaboration, and ensuring that no customer request goes unnoticed.
An automated ticket management system streamlines support operations by reducing manual work and efficiently handling high volumes of requests.
Support tickets serve as structured records for managing customer inquiries, issues, and requests, allowing teams to track resolution and collaborate effectively.
A ticketing management system is a way to conduct automated multi-level conversations with customers. The core aim is to build a system that makes self-service easier for the customers, enhancing the help desk services, and tracking the cases efficiently.
Essential Features of a Good Ticketing Management System
Here are the important features of a ticketing management system that can help you with the same:
- Advanced ticketing technology: Current ticketing technologies involve AI-based management that ensures a seamless ticketing system for a better customer experience. These systems include AI driven features that automate tasks, generate predictive insights, and improve service efficiency, especially in ticket management and support processes.
- Automated assignments of tickets: An ideal ticketing management system automatically assigns tickets to the queries and sets the priority for each of them. This helps your team get better insights into the urgency of resolving a ticket.
- Deadline management system: A ticketing system should have in-built programs for setting up remainders. This can grab the attention of the agents and help them meet the ticket deadlines.
- Customer information collection: The system should have a feature that can enable agents to get accurate information from the customers. Customizable fields can provide an add-on to the feature in case the agent requires additional information, ensuring all relevant details provided by customers are captured to help categorize, prioritize, and resolve tickets efficiently.
- System to avoid repetitions: The tickets in the system should move swiftly once the queries are solved at each stage. This helps to avoid a repetition of the work and saves the time of the technical staff.
- Automated replies to FAQs: The feature of quick and automated replies to some commonly asked questions can elevate the speed of your ticketing system.
- Service catalog integration: A service catalog as part of the self-service portal enables users to independently submit and track service requests, view IT announcements, and access FAQs, enhancing user autonomy and service efficiency.
- Ticket tracking and status updates: The system should allow tracking of support tickets, with ticket status as a key feature for monitoring progress and updates throughout the resolution process.
- Linking tickets to widespread issues: The ability to link multiple tickets to widespread issues helps teams identify and resolve common problems efficiently by centralizing related support tickets.
Look for these features whenever you go to choose a ticketing management system for your IT set-up.
Benefits of Using a Ticket Management System
Implementing a ticket management system brings a wide range of benefits to organizations and their support teams. By centralizing all customer requests, the system allows teams to manage and prioritize their workload more effectively, reducing time spent on repetitive administrative tasks.
Automation features help eliminate human error and ensure that tickets are routed to the right team members, allowing support staff to focus on resolving complex issues.
This streamlined approach not only helps resolve issues faster but also boosts customer satisfaction by providing prompt and consistent service.
With a ticket management system, organizations can automate repetitive tasks, track ticket history, and gain valuable insights into support trends, ultimately improving the overall support experience for both customers and teams.
Here is a collection of some well-known ticketing management systems that can enhance your customer relationship management:
Top 10 ticketing management systems
Here is a collection of some well-known ticketing management systems that can enhance your customer relationship management:
1. Freshdesk
Freshdesk – A CRM Service
A cloud-based customer service software for all your business needs.
Freshdesk is a help desk ticketing system provided by Freshworks CRM that streamlines IT and business workflows. It offers almost all the features mentioned above that can make an ideal ticketing system for your IT setup.
It offers collaborative ticketing services along with SLA management, AI-powered ticketing, and Field service ticketing. Apart from automating the system, it helps you to increase the efficiency of your team and reduce their workload.
Freshdesk also offers features for integrating webinars, free videos, learning modules, and FAQs into your system. You can manage your resource library and upgrade it for better consumer support.
Further, you can also integrate various conversation platforms like WhatsApp, email, Slack, and other channels such as AI Chatbot with the system for better management and efficient ticket routing.
Freshdesk efficiently manages service requests from multiple sources, providing self-service portals, ticket logging, and automation to streamline the handling and resolution of user requests.
Best for IT industries of various sectors belonging to any size, be it a startup, small-scale business, or a large-scale IT setup looking for a highly functional ticketing system at affordable rates.
Pricing: Freshdesk offers a free trial followed by a minimum charge of $15 per month to a maximum of $99 per month.
2. Zoho Desk
Zoho – All-in-One Business Suite
Zoho offers 45+ integrated apps for CRM, marketing, finance, collaboration, and analytics, all in one secure platform.
Zoho Desk is a cloud-based ticket management software solution. Zoho offers comprehensive features and automated workflows for the categorization, prioritization, and movement of tickets. The customers can also enjoy effortless self-service through resources posted on your Zoho desk platform.
The dashboards and tracking systems are quite simple and easy to use. Zoho Desk leverages relevant customer data, such as purchase history and previous interactions, to improve incident management and support efficiency.
Apart from these, Zoho Desk also offers all-time support for your queries related to the system.
Best for: All types of IT set-ups
Pricing: Zoho desk offers a free trial followed by plans that start from Rs. 720/ agent/ month to Rs 2100/ agent/month.
3. Spiceworks
Spiceworks is a free IT ticketing system with cloud-based and on-premise deployment services, specifically designed for IT support workflows.
It provides a centralized location for storing and managing all customer interactions and tickets, making it easier to coordinate support efforts and maintain context. You can use it for your mobile applications.
It provides automated support, and built-in solutions to common queries, ticket assignments, reminders, and tracking features at highly affordable rates.
The company is backed by numerous IT vendors. You can provide excellent customer support using this system for your mobile applications (Android and iOS platforms).
Best for: Small and Medium-scale IT set-ups with a limited budget for a ticketing management system can opt for Spiceworks.
Pricing: Unlike any software, this help desk or ticketing management software is free of any cost! You only need to get it installed, feed your data, and start using it for your customers.
4. Kayako
Kayako provides an excellent customer support system through its ticketing system software. It automates and customizes the ticketing process through live chats, emails, Facebook, as well as Twitter. You can provide personal support to your customers using various features of this system.
With a multi-channel customer interaction, Kayako provides a well-channelized, informative, and easy-to-use ticket for your technical team. It helps your team move the ticket faster by providing discussion platforms as well as reminders.
Kayako also empowers the end user by offering self-help resources and support solutions, enabling users to resolve issues independently and efficiently. Thus, it makes your ticketing process swift and easy!
Best for: IT setups looking for an easy-to-use customer support system.
Pricing: Although Kayako does not offer any free plans, the charges start from as low as $15 to $60 per agent per month depending on the services you avail.
5. Zendesk
Zendesk is one of the leading ticket management systems for IT support, providing customer support across various channels, like SMS, social media platforms, emails, website, etc.
This AI-based software helps you automate and personalize the ticketing solutions, saving the time and effort of your technical team.
Zendesk not only improves customer satisfaction by resolving queries in time but also helps reduce burnout and improve satisfaction for employees by automating repetitive tasks and streamlining workload. This software makes it easier for your IT set-up to assign and escalate your tickets with zero collisions.
Best for: All types of IT set-ups irrespective of the business size.
Pricing: It offers paid plans ranging from $5 to $199/ agent/ month, depending on your requirements.
6. HappyFox
HappyFox is a ticketing management software that enables you to serve global customers with their queries. It offers a one-stop solution to all inbound requests, no matter if they come from the web or mobile app, WhatsApp, SMS, or any social media.
HappyFox is designed to serve the needs of the entire organization, supporting efficient incident resolution and IT operations across all departments.
It helps your team streamline the process of managing and resolving customer queries and inquiries, making it effective in streamlining support workflows. You can also customize your ticketing system by giving a personalized experience to your clients.
Best for: Medium and Large-scale IT set-ups looking for multi-feature ticketing management systems for global customers.
Pricing: The pricing plans of HappyFox range from $29 to $49 per month for every agent. Further, the plan values increase based on the requirement of the enterprise.
7. SolarWinds
Being an IT Service Management system, SolarWinds is designed to optimize IT operations through efficient ticketing management solutions for your IT company. You can customize your responses and ticketing processes using this software.
It allows you to assign, prioritize, as well as escalate the tickets for better customer support.
The ticket management system works by creating a ticket from a customer request, automating its assignment and tracking through various stages, and allowing for resolution or reopening as needed, streamlining workflow management within your support team.
You also get the feature of setting automated reminders for your team to manage the queries effortlessly without any delay in the process.
Best for all medium as well as large-scale companies looking for ITSM solutions to manage their ticketing system at affordable rates.
Pricing: The pricing for this software starts from $19 per agent per month and goes up to $89 per agent per month. Further, they also charge extra if you wish to use additional devices.
8. JitBit
JitBit provides remote customer service solutions for companies across the globe. The software has an interactive user interface that allows you to view all the inboxes, pending as well as solved queries, and much more than a ticketing system needs.
JitBit efficiently processes each new ticket as it arrives, applying automation and escalation rules to ensure prompt handling. It is capable of managing a wide range of service requests for IT support, tracking and organizing them for efficient resolution. Every agent can use it with minimal effort.
You can feed data related to common queries, educational videos, etc. to the system for better management of customer queries.
Best for medium as well as large-scale IT setups looking for self-hosted ticketing management systems.
Pricing: The pricing plans of JitBit start from $24.92 per agent per month. They increase with the number of agents using the software!
9. LiveAgent
LiveAgent is an automated ticket management system with a user-friendly interface.
As an automated ticket management system, it streamlines support operations by reducing manual work and efficiently handling high volumes of customer requests through features like automated ticket creation, assignment, and updates.
You can integrate multi-channel inboxes from websites, social media applications, or SMS to a single platform using LiveAgent.
The live chat feature of this software easily fits your website or mobile applications for better delivery of the solutions to the customers. You can also offer a knowledge base to your clients so that they can self-serve their queries with better ease.
Best for: All types of IT set-ups.
Pricing: The pricing for this software starts from $15 per agent per month and increases gradually depending on the services you add to your list.
10. Jira Service Desk
Jira Service Desk is a product of another IT Service Management (ITSM). It helps you with managing tickets through features like automated assignment and prioritization of the tickets, resource library building, tracking, and handling the tickets with complete automation.
Its powerful search capabilities allow users to quickly find tickets and solutions within the system, making the decision-making process more efficient.
Best for: All types of IT set-ups.
Pricing: You can get a 7-day free trial followed by various plans that start from $10 per month and range up to $40 per month for a single agent.
Self Service Portal and Knowledge Base
A self-service portal and knowledge base are vital components of any modern ticket management system. These essential features empower customers to find answers to common questions and resolve issues independently, reducing the number of support requests that reach your team.
A well-organized knowledge base offers a searchable repository of solutions, guides, and FAQs, making it easy for users to access relevant information at any time.
The self-service portal also allows customers to submit new tickets and monitor the status of their requests, giving them greater control and transparency throughout the support process.
By providing robust self-service options, organizations can enhance customer satisfaction, streamline support operations, and enable support staff to focus on more complex or urgent tickets.
Omnichannel Support and Hubspot Service Hub
Omnichannel support is a key feature of a modern ticket management system, enabling customers to reach out through their preferred communication channels – whether it’s email, phone, chat, or social media.
Hubspot Service Hub stands out as a ticket management system that excels in omnichannel support, offering a unified inbox for support staff to manage all incoming requests efficiently.
This centralized approach ensures that no ticket is missed, regardless of the channel it originates from, and allows support teams to deliver a seamless, integrated experience.
Hubspot Service Hub also includes automation features like ticket assignment and routing, helping teams resolve issues faster and improve customer satisfaction.
By leveraging omnichannel support, organizations can build stronger relationships with customers and provide consistent, high-quality service across all platforms.
Management System and Integration
For a ticket management system to deliver maximum value, it should integrate seamlessly with other business tools such as asset management systems, service catalogs, and collaboration platforms like Microsoft Teams.
Integration enables organizations to automate repetitive tasks like ticket creation and assignment, ensuring that support staff can focus on delivering solutions rather than managing processes.
A good ticketing system offers key features such as customizable workflows, detailed reporting and analytics, and easy integration with existing business systems.
This not only streamlines support processes but also provides a comprehensive view of customer requests and assets, helping teams deliver more efficient and effective service.
Easy implementation and a user-friendly interface are also important, ensuring that support staff can quickly adapt to the system and start managing tickets with minimal training.
By choosing a ticket management system with strong integration capabilities, organizations can enhance collaboration, improve efficiency, and deliver exceptional support to their customers.
How to choose the best Ticketing Management System?
Choosing the best ticketing management system needs a complete evaluation of aspects like features, pricing, support, and much more. There are various ticketing systems available in the market to choose from, so research the systems available and select the one that fits your requirement.
If you wish to make a quick decision, you can go for Freshdesk software and try its free version. It provides almost all the features that make your customer support quick and easy. It is the only software that provides a free trial for 3 agents. Check out yourself and decide what suits your company the best!
Conclusion
Thus, ticketing management can become easy and quick with a variety of tools like Freshdesk available in the market. Create an exceptional customer support experience through these systems and make problem-solving effortless for your team as well as clients.
FAQs
How does a ticketing system improve customer support?
By organizing and automating support requests, a ticketing system ensures timely responses, reduces human error, and allows support teams to focus on resolving issues faster. It also provides visibility into ticket history and customer interactions, improving overall service quality.
What are the essential features of a good ticketing management system?
Key features include automated ticket creation and assignment, priority setting, deadline management, self-service portals, knowledge bases, omnichannel support, integration with other business tools, and reporting and analytics.
Can a ticketing system integrate with other software?
Yes, most modern ticketing systems integrate with CRM platforms, asset management tools, collaboration software like Microsoft Teams, and communication channels such as email, chat, and social media to provide a seamless support experience.
How does AI enhance ticketing management systems?
AI-driven features automate repetitive tasks, suggest responses, categorize and prioritize tickets, and provide predictive insights. This reduces workload on support staff and improves response times and customer satisfaction.
What is omnichannel support in ticketing systems?
Omnichannel support allows customers to reach out through multiple communication channels (email, phone, chat, social media) while support teams manage all requests from a centralized platform, ensuring consistent service across channels.
How do ticketing systems help with managing high volumes of support requests?
Automated ticket routing, prioritization, and workflow automation help distribute workload evenly among support staff, prevent ticket duplication, and speed up resolution times, even during peak periods.
Are ticketing systems suitable for small businesses?
Yes, many ticketing systems offer scalable plans and features suitable for small businesses, helping them organize support requests efficiently without overwhelming their teams.
What is the difference between a ticketing system and a help desk?
A ticketing system is a core component of help desk software focused on managing support requests. Help desk software typically includes additional features like knowledge bases, self-service portals, and customer communication tools.
How do I choose the best ticketing management system for my business?
Consider factors such as ease of use, essential features, integration capabilities, scalability, pricing, and customer support. Testing free trials and comparing systems based on your business needs can help make an informed decision.
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