The Best Ticketing Software of 2021

Our ticketing software reviews are the result of over 40 hours of research on 120+ ticketing software companies from across the web. These reviews and our ticketing software guide help small businesses and startups find the best ticketing software for their business.

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How We Chose the Best Ticketing Software

Selecting the right ticketing software for your small business depends on your individual customer support needs. We used three main criteria to evaluate the ticketing systems on our list to help companies find the best ticketing software solution: real-time chat options, the integrations available, and the kinds of reporting features offered.

Real-Time Chat

Assisting customers with problems as they happen is important for building trust and keeping situations calm. Real-time chat services help relieve customer anxiety by allowing them to ask questions, stay up to date with resolution status, and provide valuable feedback.

Integrations

Easy access to tools and applications often used with ticketing software is an important feature. Social integration and multiple payment integrations are features we evaluated as customers continue to contact small and medium-sized businesses (SMBs) through a series of communication channels.

Reporting Features

In-depth reports help provide a comprehensive view of performance to allow for individual adjustments. Reporting and analysis also allow insight into growth, sales, and agent response time. We chose ticketing software solutions that give SMBs the tools to improve future decisions and maximize customer satisfaction.

The 15 Best Ticketing Software Programs of 2021

ConnectWise Control

ConnectWise
ConnectWise Control offers intelligent software that allows companies to manage IT departments more effectively. ConnectWise Control uses a dispatch that assists in scheduling and prioritization of IT issues. Its ticketing system includes multiple features that help streamline day-to-day IT operations. Features include a help desk as well as project, inventory, and asset management.

The company also offers chat tools that are consumer-facing to improve the customer experience. The ConnectWise ticketing strategy can capture all IT support requests and track issues until they are resolved. ConnectWise Manage workflows allow for the automation of tickets, notifications, and team assignments. Other features include time tracking and billing, account management, and a communication system set up for real-time chat. ConnectWise Manage received a 2020 Reader’s Choice Award for best professional services automation (PSA) solution from ChannelPro-SMB and the ChannelPro Network.

ConnectWise offers a free trial and you can contact them for a custom quote.

Price Free Trial/Demo Features
Custom quoteFree trial>Deployment to Mac, Windows, iOS, Android and the cloud
>Real-time chat and interaction tracking
>More features at ConnectWise Control

Pros & Cons of ConnectWise Control Ticketing Software
Connectwise Control offers customers a free demo of its IT ticketing system. Another advantage of Connectwise Control is deploying help desk software to multiple operating systems and mobile devices. The company also allows for third-party integrations to assist with network and infrastructure, cybersecurity, and password and documentation management. Disadvantages include no ability to store documents and a lack of automated routing.

Pros Cons
>Free demo
>Works with most operating systems and digital software
>Allows for third-party integrations for workflow efficiency and data protection
>No document storage
>No automated routing

What Customers Are Saying
Customers love that Connectwise Control is easy to set up and control. The company receives praise for reliable security features and the ability to work even with low bandwidth connections. Transferring and receiving files is straightforward, and the system is easy to access remotely. One client says, “It’s refreshing to see a software publisher bring so much energy and effort to develop a product week-in-and-week-out continuously.”

Freshdesk

Freshdesk
Freshdesk helps companies streamline the way they handle customer support. Its online ticketing software can also be integrated with a knowledge base, reducing ticket volume by providing customers with resources and solution articles. Freshdesk uses collaborative ticketing and artificial intelligence to prioritize, categorize, and assign tickets to the appropriate agent or team. Service level agreement (SLA) management allows businesses to set up a standard of performance for their support team, adding rules for when tickets need to be replied to and solved.

Field service ticketing is also offered, accessed via the Freshdesk mobile application on both iOS and Android. Freshdesk provides enterprise support for clients such as Bridgestone, Hewlett Packard, Harvard University, and American Express. Over 40,000 small and medium-sized businesses have used Freshdesk customer support software solutions. The 2020 Gartner Magic Quadrant for CRM Customer Engagement Center named the company a visionary for its cloud-based omnichannel customer support software.

The company offers a free 21-day trial to explore the features available in its ticketing system. A free version supports unlimited agents with basic tools such as a ticket dispatch, trend report, and knowledge base. Software solutions range from $15 per agent per month to $139 per agent per month for an omnichannel system built for enterprises.

Price Free Trial/Demo Features
Blossom: $15/agent/month
Garden: $35/agent/month
Estate: $49/agent/month
Forest: $99/agent/month
Estate Omnichannel: $79/agent/month
Forest Omnichannel: $139/agent/month

*Prices shown are billed annually
Free version available>Third-party integrations
>Real-time chat
>Interaction tracking
>More features at Freshdesk

Pros & Cons of Freshdesk Ticketing Software
Freshdesk offers customers a 21-day free trial of its ticketing system. Another advantage is converting requests from multiple sources, including email, feedback form, chat, or phone call, into tickets. Freshdesk also allows for SLA management, allowing businesses to set deadlines or redistribute workloads to follow SLA compliance. The company does not provide document storage.

Pros Cons
>21-day free trial
>Ability to convert customer requests from most communication platforms into tickets
>Easy SLA management
>Doesn't support document storage

What Customers Are Saying
Freshdesk receives customer praise for its clean user interface and simple tools to automate support tasks. One customer says, “What’s most valuable about Freshdesk is that, as a whole package, it increases productivity exponentially. I cannot imagine not using it and consider it an absolutely critical system for us. I’ve used other systems and have stuck with Freshdesk for nearly 10 years now.”

Freshservice

Freshservice
Freshservices is a cloud-based IT service management software company (ITSM) that provides small and medium-sized businesses with a way to streamline individual and team workflow. Features include incident management, automation, and a gamification option to motivate help desk agents. Workflow automation allows clients to prioritize, categorize, and assign tickets based on preexisting variables and easily edit or remove ticket rules. An iOS- and Android-compatible mobile app allows employees to access the ticketing software system remotely. Freshservice received the Gartner Peer Insights Customer’s Choice award for its ITSM tools. The company offers a 21-day free trial for its ticketing software to allow companies to explore its management and reporting features. Over 10,000 customers use Freshservice, including Veeva, Averda, and the University of Oregon. Additional services include IT project management and IT asset management.

A 21-day free trial is available for the Freshservice ticketing software. Solutions cost between $19 per agent per month and $109 per agent per month for the enterprise plan.

Price Free Trial/Demo Features
Starter: $19/user/month
Plus: $24/user/month
Prime: $49/user/month
Enterprise: $79/user/month
*Pricing shown is billed annually
21-day free trial>24/7 live customer support
>Document storage
>Automated routing
>More features at Freshservice

Pros & Cons of Freshservice Ticketing Software
Freshservice provides a simple and easy-to-use cloud-based ticketing software solution. The company also offers a 21-day free trial. In addition, clients receive multichannel support, which allows for task automation across multiple communication touchpoints, including email, a self-service portal, phone, chat, and in person.

Pros Cons
>21-day free trial
>Multichannel support
>Simple, cloud-based ITSM
>No free version available

What Customers Are Saying
The Head of IT Operations at Unidays says, “We’ve seen infinite improvements in our service desk with Freshservice. Being an evidence-based business, Freshservice helps us drive intelligent decisions by letting us track data.” Customers appreciate the company’s ability to support the IT needs of larger organizations and canned solutions, which help agents quickly troubleshoot requests.

Front

Front
Front is an inbox management tool that helps small and medium-sized businesses with a wide range of support needs, including a ticketing system. The company allows users to create canned responses and to track and manage team performance through detailed analytics. Clients can build automatic workflows, sort through customer requests, and prioritize tasks. Front is enabled with third-party integration, allowing the addition of applications such as Webhooks, Zapier, and Fivetrain to team inboxes. San Francisco-based catering company Zesty uses Front to manage logistics and power its operations and customer support. The company also provides sales and customer support solutions for work teams. Front’s roster of 6,000 clients includes Shopify, Mailchimp, Convoy, and better.com.

Front offers a 7-day free trial, and a starter plan for $9 per user per month includes up to three team channels and three basic rules. Add-ons such as Twitter integration, increased API limit, and additional team channels are available.

Price Free Trial/Demo Features
Starter: $9/user/month
Plus: $24/user/month
Prime: $49/user/month
Enterprise: $79/user/month
7-day free trial>Third-party app integration
>Iteration tracking
>Automated routing
>More features at Front

Pros & Cons of Front Ticketing Software
Front’s services allow for easy team collaboration and include a team inbox. Users can build workflows to automatically sort incoming requests and route them to the appropriate recipient. Another advantage is the 7-day free trial. Front does not support document storage.

Pros Cons
>Easy team collaboration and a dedicated team inbox
>Automate and sort incoming requests
>7-day free trial
>Does not support document storage

What Customers Are Saying
Clients praise Front’s ability to scale the human experience with a human touch. They particularly appreciate features that support team collaboration and communication. The VP of Client Services at Boostability says, “My team literally could not do what they do without Front. With Front, we’re working more productively, and customers can feel the difference.”

HappyFox

HappyFox
HappyFox provides clients with online help desk software and a web-based ticket support system. The company has been awarded the title of best help desk software by PCMag five times. Fortune 500 companies such as Lowe’s, Whirlpool, and Leapfrog use HappyFox to provide customer support. Clients can personalize the support experience with custom fields and workflows. Help desk integrations cover most businesses’ needs and include the ability to add chat to a website. HappyFox’s ticket management system is geared towards productivity and includes features such as pinned tickets and multichannel ticketing. The company offers real-time help desk reporting, asset management, and tools for clients to build a self-service knowledge base that doesn’t require coding. Omnichannel support solutions for call center ticketing systems are also supported.

There is a one-on-one demo available focused on the needs of individual small businesses, and you can contact HappyFox for a custom quote.

Price Free Trial/Demo Features
Custom quoteFree demo>Ticket management
>Real-time chat
>Alerts/escalation
>More features at HappyFox

Pros & Cons of HappyFox Ticketing Software
HappyFox provides clients with an intuitive user interface that aids productivity. Features such as pinned tickets provide teams with daily to-do-lists, and ticket actions allow authorized users to quickly modify ticket information.

Pros Cons
>Intuitive user interface
>Productivity features such as pinned tickets and ticket actions
>The base Mighty plan doesn’t include 24/7 support

What Customers Are Saying
Clients and industry leaders both praise HappyFox for its simple and affordable customer support solutions. Companies appreciate the easy-to-use customization and automation tools. One customer says, “We LOVE HappyFox. It has changed our work lives. Support requests no longer fall through the cracks and get lost in an email or some random spreadsheet.”

Kayako

kayako
Kayako Developers builds customer service software for start-ups and Fortune 100 companies, as well as charity and government organizations. Kayako’s help desk includes live chat software, and the company was awarded the 2020 gold medal for customer service management software by Data Quadrant. The software is geared toward delivering personalized support. Features such as canned responses, collaborators, and notes all assist in team communication efforts. CRM and app integrations are possible, and the software also provides CSAT scores that measure customer happiness. Kayako has a starter plan that includes a comprehensive suite of tools a small business needs to provide professional and personalized customer support. Over 131,000 customer agents use Kayako software to deliver support. Clients include FedEx, Toshiba, MTV, Warner Brothers, and Sega.

Prospective clients can use an unrestricted 14-day free trial. Small business plans begin at $15 per agent per month and include over 600 integrations with Zapier. Enterprise plans start at $100 per agent per month.

Price Free Trial/Demo Features
Inbox: $15/agent/month
Growth: $30/agent/month
Scale: $60/agent/month
14-day free trial>24/7 live support
>Web, cloud and SaaS deployment
>Third-party CRM and app integration
>More features at Kayako

Pros & Cons of Kayako Ticketing Software
Kayako offers easy CRM and app integration for clients. Collaborative solutions for unified teamwork are also included in its software. The company offers a 14-free trial. Kayako’s help desk software does miss out on some features; there is no document storage or interaction tracking in its ticketing system.

Pros Cons
>Easy integration
>Collaborative solutions for teams
>No document storage
>No interaction tracking

What Customers Are Saying
Customers are extremely satisfied with the support experience provided by Kayako. Enterprise brand Toshiba says, “With Kayako, it’s easy to quantify exactly how productive and efficient we really are. Our process is now quick and transparent, and our customers, partners and staff are pleased with it.” Gaming company Sega appreciates the clear, concise customer service possible through Kayako’s help desk software.

LiveAgent

LiveAgent
Live Agent uses advanced automation, rules, and integrations to provide clients with customer service solutions. All communication channels are combined into a universal inbox, including social media posts. The company uses a hybrid ticket system, which allows agents to begin a customer conversation on live chat and then follow up via email or telephone. A wide range of integrations is possible, including with Zapier. Additional features such as canned messages allow for automation of certain tasks, and internal tickets assist with organization. The company offers solutions for many types of businesses, from start-ups and small and medium-sized businesses to educational institutions and NGOs. LiveAgent has worked with more than 21,000 businesses, including Huawei, BMW, Yamaha, O2, and Oxford University.
LiveAgent ticketing software is available for a free 14-day trial. There is a free version that works with one email, chat button, and phone number and has a 7-day ticket history. Full-sized solutions range from $15 per agent per month to $39 per agent per month for unlimited call center support.

Price Free Trial/Demo Features
Free version available
Ticket: $15/agent/month
Ticket+Chat: $29/agent/month
All-inclusive: $39/agent/month
14-day free trial>Universal inbox
>Hybrid ticket system for service across multiple communication channels
>Document storage
>More features at LiveAgent

Pros & Cons of LiveAgent Ticketing Software
LiveAgent provides multichannel communication solutions for every size and type of business. Its help desk software allows for document storage and automated routing. The company offers a forever free account, but it has limited 7-day ticket support.

Pros Cons
>Software solutions for all business sizes
>Document storage
>Automated routing
>Free plan only offers 7-day ticket support

What Customers Are Saying
The ability to support large ticket volume, detailed agent reports, and ease of use are features that clients love about LiveAgent. One support representative says, “We built our success on providing the whole experience. It is our best effort to keep the customers satisfied. This cannot be done without a brilliant helpdesk solution as our beloved LiveAgent.”

ManageEngine

ManageEngine
ManageEngine creates a broad suite of IT management software. With more than 90 products and free tools, ManageEngine software is used by over 180,000 companies worldwide, including many Fortune 100 companies. The ticketing software is a system to resolve day-to-day issues. Features include a self-service portal that allows users to log their own tickets and an IT knowledge base. Multi-site support, SLA management, API integration, and business rules help automate delivery.

The company offers 24/7 live support, interaction tracking, and document storage. ManageEngine has been recognized twice for its unified endpoint management tools by Gartner Magic Quadrant.

Price Free Trial/Demo Features
Custom quoteFree demo>Third-party app integration
>Document storage
>Automated routing
>More features at ManageEngine

Pros & Cons of ManageEngine Software
ManageEngine provides real-time chat solutions and interaction tracking for clients. The help desk software does not integrate with Slack.

Pros Cons
>Real-time chat solutions
>Interaction tracking
>Pricing isn’t listed online

What Customers Are Saying
Clients such as MWT solutions appreciate the quality and price of ManageEngine software. Customers say the help desk system allows them to manage workflows and streamline customer support effectively. One small business client in financial services loves how easy it is to use and set up the ManageEngine software.

ProProfs Help Desk

ProProfs
ProProfs Help Desk ticketing system handles ticket resolution for small businesses, educational institutions, and major enterprises such as Dell, Cisco, Sony, and DHL. Its cloud-based help desk and customer service software come with a built-in live chat, knowledge base, and survey maker. Team members can collaborate with shared inboxes and advanced ticket assignments, allowing for automatic routing of tickets and the ability to automate repetitive tasks.

ProProfs software is accessible on laptops, tablets, and smartphones and doesn’t require HTML skills to operate. The company has been named the best help desk software by Digital.com and Crozdesk and has also been recognized by CompareCamp and FinancesOnlines for providing a great user experience. Email ticketing, SMB help desk, and enterprise solutions are all available in the ProProfs suite of smart tools.

You can try a ProProfs plan free for 15 days. There is also a free plan that allows for up to 100 tickets per month. Comprehensive ticket solutions range from $10 to $15 per user per month.

Price Free Trial/Demo Features
Free version available
Essentials: $10/user/month
Premium: $15/user/month

*Pricing shown is billed annually
15-day free trial>Real-time chat
>Interaction tracking
>Automated routing
>More features at ProProfs Help Desk

Pros & Cons of ProProfs Help Desk Ticketing Software
ProProfs Help Desk offers a free version of its software and provides customers with a 15-day free trial. Live chat is built into the software, and the company offers a help desk solution specifically for SMBs. ProProfs Help Desk does not allow document storage and cannot be installed on a Mac or deployed to an iPhone or iPad.

Pros Cons
>Free version and 15-day free trial
>SMB-specific help desk solutions
>Built-in live chat
>No document storage
>No Mac, iPhone, or iPad deployment

What Customers Are Saying
Industry leaders and customers from a wide range of businesses are pleased with ProProfs software. Clients appreciate the company’s customer service and its ability to deliver fast resolutions. They also enjoy the ticket assignment tool, allowing automatic allocation of existing tickets to the right agents and support teams.

Salesforce Essentials

Salesforce
Salesforce Service Cloud provides multichannel support optimized to support the customer service needs of small businesses. The system is cloud-based and can be accessed or authorized on any platform or device. Clients can automate tasks and customize brand self-service support sites for their customers. Document storage is available, and the software also allows for automated routing and interaction tracking. Additional features include ticket management, alerts/escalation, and social media integration.

Salesforce is the CRM for more than 100,000 companies, and its Essentials software includes productivity tools such as signatures and customer surveys. The company offers guided onboarding and setup and integrates with a wide range of business and help desk applications. Clients include Spotify, Toyota, T-Mobile, and Amazon Web Services. Forbes named Salesforce one of the world’s most innovative companies.

Salesforce offers an unrestricted 30-day free trial. Ticketing software solutions range from $25-$300 per month, depending on the volume of customer support needed.

Price Free Trial/Demo Features
Essentials: $25/user/month
Professional: $75/user/month
Enterprise: $150/user/month
Unlimited: $300/user/month

*Pricing shown is billed annually
30-day free trial>Ticket management
>Alerts/escalations
>Interaction tracking
>More features at Salesforce Essentials

Pros & Cons of Salesforce Essentials Ticketing Software
Salesforce Essentials offers customers a 30-day free trial. It also can be deployed on both iPhone and Android devices. Salesforce Essentials also provides document storage. They only offer customer support online or during business hours.

Pros Cons
>30-day free trial
>iPhone and Android deployment
>Document storage
>Limited customer support

What Customers Are Saying
Accessibility, easy troubleshooting, and customization are features customers like about Salesforce Essentials. Clients appreciate the functionality and simplified sales lead and support ticket tools. One small business owner says, “I enjoy the uniformity and centralization of my sales information. Being able to track customer progress and review all emails specifically from them without digging through my inbox makes life very much easier.”

SolarWinds Service Desk

Solarwinds
SolarWinds is an ITSM solution that assists companies in managing employee services. The system uses smart technology, such as automation and artificial intelligence, to drive business productivity. Features include streamlined approvals, IT asset tracking, reporting, and interaction tracking. Web-based, cloud, and Software as a Service (SaaS) deployment is possible, and the service desk integrates with more than 200 different cloud applications. Additional features include customizable branding, automated routing, email integration, a self-service portal, and service level agreement (SLA) management.

The Stevie Awards named SolarWinds the US contact center of the year in 2018 and 2019. SolarWinds Service Desk works across various industries and has more than 300,000 customers worldwide. Clients include top telecommunications companies, the US Military, Fortune 500 companies, and all five of the top five accounting firms in the US.

There is a 30-day fully functional free trial available for SolarWinds Service Desk. Pricing starts at $15 per agent per month.

Price Free Trial/Demo Features
Starts at $15/agent/month 30-day free trial>Web-based, cloud and SaaS deployment
>Third-party app integration
>Automated routing
>More features at Service Desk

Pros & Cons of SolarWinds Service Desk Ticketing Software
SolarWinds Service Desk offers a 30-day free trial for its ticketing software system. Clients can receive 24/7 live support and integrate a suite of cloud applications. Solar Winds cannot be deployed to Mac, iPhone, or iPad.

Pros Cons
>30-day free trial
>24/7 live support
>Integration with 200 cloud applications
>No Mac, iPhone, iPad or Android deployment

What Customers Are Saying
Clients find SolarWinds Service Desk a multiple-solution platform that easily brings different departments closer together. Customers also enjoy the implications of the platform. One client who works as an endpoint engineer at DPR Construction says that the software “makes the DPR business run smoother by turning what might have taken a seven, eight, or ten-step process into a one or two-step process.”

SysAid

SysAid
SysAid provides an ITSM solution that includes advanced automation and works for both SMBs and Fortune 500 corporations. Features such as an end-user self-service portal support efficiency and detailed reporting allow for analysis of both team workflow and the customer experience. Ticket management, automated routing, alerts/escalations, and real-time chat are included in the SysAid ticketing software system. Additional tools include third-party integrations with SAP, Salesforce, and Google Apps. Clients include Bacardi, the University of Michigan, and Xerox. SysAid is an Amazon Web Services Technology Partner, and the company received the 2020 CODiE Award for best IT management solution. Its ability to provide enterprise-level management solutions that drive value and enhance the end-user experience has also been recognized by Gartner Peer Insights, G2Crow, and Capterra.

SysAid offers a free demo and 30-day free trial, and pricing is available only by request.

Price Free Trial/Demo Features
Custom quote30-day free trial>Document storage
>Ticket management
>Interaction tracking
>More features at SysAid

Pros & Cons of SysAid Ticketing Software
SysAid offers a free demo and a free trial of its ticketing software. Web-based, cloud, installed Windows, iPhone, iPad, and Android deployment are possible. SysAid also provides clients with a live 24/7 support representative. Unfortunately, there’s no software deployment for Mac.

Pros Cons
>Free demo
>Multi-platform deployment
>Live 24/7 support representative
>No Mac deployment

What Customers Are Saying
Clients love the visual workflows and ease of integration with other systems. Customers also appreciate the intuitive setup of ticket categories and routing. One SysAid client says, “SysAid has allowed us to standardize our incident management processes with ease. It’s also easy to modify as our business changes and grows.”

TeamSupport

Team-Support
TeamSupport is a B2B-focused customer support solution. The company focuses on collaboration, and its SaaS application works for businesses of all sizes. Clients can automate repetitive tasks, integrate their support email, and set up rules that help route, escalate, or close tickets. TeamSupport provides tools such as suggested solutions, which help support agents find information to help solve customer issues. Sentiment analysis is powered by IBM Watson technology and helps to gauge the tone of a customer response.

The company also has mobile applications for Android and Apple iOS, allowing agents to provide support from anywhere. TeamSupport has been awarded the title of best SaaS by THINKstrategies for the measurable business benefits TeamSupport’s custom solutions provide for businesses. TeamSupport has been recognized by GetApp, Good Firms, Digital.com, and Crozdesk for its help desk and customer service software. B2B clients include the NBA, the American Lung Association, Fujifilm, and Comcast.

TeamSupport offers a free demo and a free trial of its ticketing system. Full-sized solutions are $50 per agent per month for small and medium-sized businesses and $65 per agent per month for enterprise management services.

Price Free Trial/Demo Features
Support Desk: $50/agent/month
Enterprise: $65/agent/month
14-day free trial>Ticket management
>Automated routing
>Alerts/escalations
>More features at TeamSupport

Pros & Cons of TeamSupport Ticketing Software
TeamSupport provides customers with a free demo and a free trial of its ticketing system. An iOS and Android mobile application allows support agents to assist customers from anywhere. TeamSupport also provides document storage. The company does not have a 24/7 live support representative.

Pros Cons
>Free demo
>Accessible iOS & Android mobile app
>Document storage
>No 24/7 live support

What Customers Are Saying
Clients attribute TeamSupport with helping them reduce their ticket backlog significantly. One COO says that TeamSupport “has been essential to our company’s growth. We can support more customers with fewer support agents.” Vice President of Customer Service Matt Hilary says, “TeamSupport has drastically reduced our support team’s operating costs and increased our customer satisfaction by enabling easy case tracking and updates.”

Zendesk

Zendesk
Zendesk allows teams to access and manage all information and ticketing requests from a centralized hub. It uses an omnichannel ticketing system to track, prioritize, and solve customer support tickets. The interface provides chat agents with a comprehensive view of the entire customer journey and allows managers and admins to track performance metrics and key performance indicators. Zendesk has a built-in issue tracking system that allows teams to identify IT issues in real time.

The company uses AI-powered automation to help small businesses become more efficient. Features are designed to support the lifecycle of a problem ticket, including live chat software that allows businesses to deliver customer support on the platform of their choice. Zendesk serves more than 150,000 customers from large enterprises to start-ups. Frost & Sullivan recognized Zendesk’s innovation in digital customer engagement with a leadership award in 2020.

Zendesk ticketing solutions cost between $5 per agent per month and $199 per agent per month. A free trial is available for all plans, including Support Suite, which provides omnichannel reporting.

Price Free Trial/Demo Features
$5 to $199/agent/monthFree trial>Ticket management
>Real-time chat solutions
>Alert/escalations
>More features at Zendesk

Pros & Cons of Zendesk Ticketing Software
Zendesk has a 30-day free trial that allows prospective clients to explore the ITSM system. The software has a built-in tracking system that allows for a faster response to tickets and IT issues. Zendesk also supports third-party app integration. However, the ticketing system does lack some features such as automated routing and document storage.

Pros Cons
>30-day trial
>Built-in tracking system
>Third-party app integration
>No document storage
>Automated routing is not possible

What Customers Are Saying
Brands and start-ups are pleased with the efficiency that Zendesk provides. One client says, “Zendesk enables us to maintain a customer-facing solution that is economical, scalable and well suited to our available staffing. It helps us keep the lines of communication open between technical staff and users. The interface for the technical staff is easy to use and supported on multiple platforms.”

Zoho Desk

zoho
Zoho Desk provides multichannel ticketing solutions that utilize contextual artificial intelligence. Clients can build and publish a support knowledge base, and built-in tools help improve team performance. Features include real-time chat, ticket management, email, social media integration, customizable branding, and workflow configuration. Zoho Desk works with small to medium-sized businesses across various industries, including health care, finance, retail, and logistics. Certain tasks, such as ticket assignment, notification rules, and escalations, can be automated through workflow configuration. Data reports and dashboard insights allow businesses to monitor team performance.

Zoho Desk has a mobile app that works on all iOs and Android devices. CRM and app integration are possible, and companies with multiple brands can create distinct help centers managed from one central hub. Business software review platform G2 named Zoho Desk one of the top products for small businesses. The company was also named one of the 100 best cloud companies by Forbes. Clients include LycaMobile, Daimler, and McAfee.

Zoho Desk offers a free trial for paid plans, which range from $12 per user per month to $35 per user per month. There is also a free version that can be used by up to three users.

Price Free Trial/ Demo Features
Free version available
Standard: $12/user/month
Professional: $20/user/month
Enterprise: $35/user/month
15-day free trial>Automated routing
>Document storage
>Third-party app integration
>More features at Zoho Desk

Pros & Cons of Zoho Desk Ticketing Software
Zoho Desk offers a free trial of its ticketing software. The software provides efficient tools such as ticket management and real-time chat solutions for clients. Zoho Desk does not support interaction tracking. The company also has a free plan, but it is capped at three users.

Pros Cons
>Free trial
>Ticket management
>Real-time chat
>No interaction tracking
>Free version is limited to three users

What Customers Are Saying
“Zoho Desk has made the biggest impact on the customer service department that we’ve ever had,” says the Customer Service Manager of Lubrication Engineers. “It has cut our customer service (response) time almost in half.” Clients are pleased with the customer portal and knowledge base and applaud the software’s powerful automation features.

What Is Ticketing Software?

Ticketing software enables small businesses, start-ups, and enterprises to prioritize, track, and resolve customer requests. It allows companies of any size to handle queries from customers in a streamlined manner. Whether from email, phone, or social media, all incoming support requests are converted into tickets, including all relevant information. Ticket systems help customer support teams work in a more efficient and organized way, allowing them to solve problems with a single tool.

As the number of customer questions regarding a product or service continues to rise, companies need a way to handle incoming requests effectively. Some ticketing software includes a shared inbox and chat support. These features bring teams closer together and create an efficient structure for handling customer support.

Ticketing software provides context to other support agents by sharing previous customer interactions. Routine tasks can be automated, and most ticketing software can be integrated with a knowledge base that provides solutions for customers looking for more information. Businesses can gain insight into team performance and make adjustments based on data collected.

Benefits of Ticketing Software

There are many benefits to using ticketing software. It can:

  • Increase efficiency: Small businesses can handle more customers with fewer agents due to faster ticket resolution. Ticketing software provides automatic functions that work more effectively than email. SLA policies can be set to make sure agents meet deadlines for resolving problems. Sharing a knowledge base and self-service resources with customers allows them to find important information without creating a ticket.
  • Create easy communication: Centralizing support efforts makes it easier to maintain clear communication internally and with customers. The collaborative workflow configuration creates transparency and is accessible at any time through web browsers or mobile applications.
  • Improve customer satisfaction: Ticketing software provides accurate and reliable solutions in a time when a seamless customer service experience is expected. It’s possible to create a personalized journey for customers, which helps build and nurture relationships, and to maintain support standards when there is a large volume of tickets with organizational and automated routing features.
  • Install long-term organization: Ticketing software gives businesses detailed reports and analysis that allows teams to make more informed decisions. Features such as ticketing rules and automated routing allow SMBs to stay organized and on task.

Must-Have Features for Ticketing Software

The best ticketing software can create a fast, reliable, and accurate customer support experience. Top features that your ticketing software should have include:

  • Streamlined communication: Customer support requests come in from multiple channels, including phone, email, and live chat. Social media messaging is also becoming a place where people communicate with your business. Combining these communication channels into an organized line of tickets allows for easier management of requests.
  • Automation capabilities: Automation tools are important for workflow efficiency. Assigning rules to new tasks cuts down on response time. It also ensures requests are sent to the right department or team member. Regardless of your industry, features such as canned responses that allow for templated messaging and ticket reminders will empower your workflow.
  • Knowledge base: An extensive knowledge base that includes a searchable database can help customers answer questions without an agent’s assistance, lowering the number of incoming ticket requests by offering customers accessible solutions to their most common queries.
  • Reporting tools: Customer service needs are constantly changing, and companies can use the insights from previous requests to understand customer responses. Reports can inform what information should be added to the knowledge base or which issues are receiving a large volume of tickets and could use additional agent support.

The Cost of Ticketing Software

Ticketing software can cost anywhere from $5 per month to more than $300 per month, depending on the plan you choose. Most companies formulate pricing based on a customer’s specific needs. Reach out directly to a company to receive an accurate quote. The number of agents and features such as advanced reporting and security can affect the cost of ticketing software. Enterprise solutions are often customized and will also factor into pricing.

It’s important to find the right ticketing software solution, and many companies offer demos and free trials to give you an overview of how they work. If you are an SMB owner, you will understand your needs and your budget.