What is a Ticketing Management System? How to choose one?

Ticketing management system

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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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.

What does an ideal ticketing management system offer?

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. Here are the important features of a ticketing management system that can help you with the same:

  1. Advanced ticketing technology: Current ticketing technologies involve AI-based management that ensures a seamless ticketing system for a better customer experience.
  2. Automated assignments of tickets: An ideal ticketing management system automatically assigns tickets to the queries and sets priorities for each of them. This helps your team get better insights into the urgency of resolving a ticket.
  3. 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.
  4. 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.
  5. 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.
  6. Automated replies to FAQs: The feature of quick and automated replies to some commonly asked questions can elevate the speed of your ticketing system.

Look for these features whenever you go to choose a ticketing management system for your IT set-up.

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

Freshworks - FreshDesk Ticketing Management System
Freshworks – FreshDesk Ticketing Management System

Freshdesk is a ticketing system provided by Freshworks CRM. 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, etc. with the system for better management.

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.

Freshdesk – A CRM Service

A cloud-based customer service software for all your business needs.

Freshworks, Freshdesk logo

2. Zoho Desk

Zoho Desk - Ticketing Management System
Zoho Desk – Ticketing Management System

Zoho Desk is a cloud-based ticketing management software. It 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. 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 ticketing management system with cloud-based, on-premise deployment services. 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 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. 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 - Integrated Ticketing System
ZenDesk – Integrated Ticketing System

Zendesk offers a ticketing management system that provides 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.

At the same time, it focuses on your customer satisfaction by resolving their queries in time. 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.

It helps your team streamline the process of managing and resolving customer queries and inquiries. 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 offers 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.

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. 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 ticketing management system with a user-friendly interface. 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

Atlassian - Jira Service Management
Atlassian – Jira Service Management

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.

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.

How to choose the best Ticketing Management System?

Choosing the best ticketing management system needs a complete evaluation of the aspects like features, pricing, support, and much more. Research the systems available in the market and choose 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!


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.

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