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To help your support teams manage customer requests and inquiries more efficiently and improve their overall productivity, it is important to choose the best ticketing system with the functionalities that best suit your business’s needs.
In this blog, we’ll explore what a ticketing system is, why your business needs one, and some of the best help desk software choices in the market.
What is a ticketing system?
A ticketing system is a customer support solution designed to streamline and manage the process of handling customer inquiries, requests, and issues.
It is a centralized platform for tracking, prioritizing, and resolving support tickets.
This ticketing system is used by customer support teams, IT departments, and other support-oriented teams to enhance efficiency, improve communication, and deliver timely solutions to customers.
The best ticketing system tools for 2025
The following is a compilation of the best ticketing software for 2025, each with different features and pricing plans, for consideration.
1. BoldDesk
For excellent customer support, we believe BoldDesk is the best AI-powered ticketing software.
It’s a cloud-based IT ticketing software solution that offers a comprehensive range of simple, affordable, and user-friendly support functionalities, making it suitable for businesses of all sizes.
What makes BoldDesk an excellent choice for your help desk solution? Every BoldDesk feature was built to ensure the delivery of the best customer service experience.
The BoldDesk best ticketing system for customer service ensures better management of support requests and inquiries with automated, customizable ticket assignments.
Its artificial intelligence features and task management functionalities streamline workflow processes and increase agent productivity.
BoldDesk also has features such as issue-tracking, many third-party integrations, and advanced shared inbox tools.
BoldDesk is regularly updated with new features to ensure its end-users stay ahead of the game in customer service.
BoldDesk users get all the functionality of the market’s well-known help desks but at a far more affordable price, making it a best ticketing system for cost-conscious businesses.
Main features of BoldDesk
BoldDesk has a wide range of functionalities that businesses can explore and make good use of, in their day-to-day customer support operations, such as:
1. Email-based ticketing
Enjoy automated email-to-ticket conversion and auto-assignment to appropriate agents, meaning no support request ever goes unattended or unresolved.
2. Knowledge base software
Create, manage, and share valuable information using BoldDesk’s comprehensive knowledge base software, guaranteeing 24/7 self-service support availability.
3. Automated customer service
Save your support team from repetitive tasks through workflow automation features to increase productivity.
4. Multilanguage help desk support
Offer support in multiple languages to ensure support agents can easily reach and smoothly interact with end-users globally. We are continually adding support for more languages.
5. Artificial intelligence (AI)
Utilize the AI Assist, AI Copilot and AI Agent features in tickets and knowledge base articles, to translate, rephrase, and shorten text, to help your teams provide better responses and information.
6. Integrations
Simplify the support workflow process by integrating your favorite apps with BoldDesk. The list of integrations is long and always expanding.
7. Mobile help desk
Make your help desk accessible to agents from anywhere with the help desk mobile app. Agents can receive and respond to important notifications on their tickets at any time.
8. Omnichannel support
Streamline communication with omnichannel support, which ensures customers can reach you using their preferred routes.
9. Reporting and analytics
Gauge and analyze customer service KPI performance using the built-in reports and analytics functionalities.
10. Customization
Customize your help desk ticketing system to your preferences, including rebranding, with the customization tools available.
Pricing
BoldDesk offers flexible pricing plans to help businesses build efficient, cost-effective support teams.
| Plan | Price per human agent | AI Agent resolution cost | AI Agent access | AI Copilot access |
| Scale | $12/agent/month | Not available | ❌ | ✅ |
| Momentum | $25/agent/month | $0.75/resolution | ✅ | ✅ |
| Enterprise | $39/agent/month | $0.75/resolution | ✅ | ✅ |
Note: AI agents are available only in Momentum and Enterprise plans, with a performance-based pricing of $0.75 per successful resolution.
Additionally, you can supercharge your human agents with the AI Copilot, available as an add-on in all plans for just $20 per month.
Empower your support team with BoldDesk’s perfect blend of AI efficiency and human touch.
Need more Agents? Let’s build a custom plan for you, chat with our experts now! You are welcome to try a free trial or arrange a live demo for more insights.
Elevate your customer service today with BoldDesk as your best help desk & ticketing software companion!
2. Intercom
Intercom is identified as one of the best ticketing systems that integrates help desk solutions, an AI chatbot, and proactive customer service.
Main features of Intercom
- Fin AI agent
- Help desk platform
- Shared inbox
- Integrations
| PRICING | |
| Plan |
|
Free trial: 14 days
3. Front
Front centralizes interactions from various communication channels such as email, live chat, messaging, and social media, making it one of the best ticketing systems for a unified customer experience.
Main features of Front
- Omnichannel shared inbox
- Knowledge base software
- Front AI
- Integrations
| PRICING | |
| Plan |
|
Free trial: 14 days
4. Zendesk
Zendesk, is one of the best ticketing systems with features such as omnichannel communication support, knowledge base software, and automation.
Main features
- AI agents and Copilot
- Messaging
- Knowledge base
- Custom ticket fields
| PRICING | |
| Plan |
|
Free trial: 30 days
High Volume of Support Tickets? Manage Them Easily Now!
Get BoldDesk today at no cost as a startup! Empower your support team with robust tools to deliver exceptional customer support.
5. Freshdesk
Freshdesk, a product of Freshworks, is one of the top ticketing systems with various features to streamline customer support operations.
Main features of Freshdesk
- Knowledge base management
- Freddy AI
- Ticketing
- Collaboration tools
| PRICING | |
| Plan |
|
Free trial: 14 days
6. ProProfs Help Desk
ProProfs Help Desk is among the best ticketing systems designed to streamline customer support and enhance communication between support teams and customers.
The features offered by ProProfs include a ticketing system, knowledge base management, and live chat support.
Main features of ProProfs
- Shared inbox
- Internal collaboration
- Knowledge base
- Mobile app
| PRICING | |
| Plan |
|
Comes as a full help desk & ticketing system with affordable plans and advanced features like ticket routing, child tickets, API, white label & more.
7. LiveAgent
LiveAgent falls under the best ticketing systems list as it offers one universal inbox for communication between customers and support teams across all channels.
It has features like integration and automation rules as well.
Main features of LiveAgent
- Hybrid ticket stream
- Third-party integrations
- Multilanguage support
- Agent collision detection
| PRICING | |
| Plan |
|
Free trial: 14 or 30 days
8. HubSpot Service Hub
Hubspot Service Hub is a platform that focuses on ensuring all customer support data and communication are handled in a single, centralized space.
It has a shared inbox through which support teams can access customers and switch among several communication channels.
Main features of HubSpot Service Hub
- Task management
- Customer service analytics
- Help desk automation
- Knowledge base software
| PRICING | |
| Plan |
|
Free trial: 14 days
9. Kayako
Another best ticketing system for small-to-medium businesses (SMB) is Kayako, which provides support teams with functionalities to manage customer requests and interactions across multiple channels.
Main features of Kayako
- Workflow automation
- Live chat support
- Integrations
- Self-service support
| PRICING | |
| Plan |
|
Free trial: 14 days
10. HappyFox
HappyFox stands out as one of the best ticketing systems designed to provide customer support solutions in a centralized platform.
It has functionalities such as live chat and a mobile application.
Main features of HappyFox
- AI assist
- Automation
- Knowledge base software
- Task management
| PRICING | |
| Plan |
|
Free trial: 14 days
11. Groove
Groove’s is among the best help desk & ticketing software is suitable for growing businesses.
Main features of Groove
- Live chat widget
- Knowledge base software
- Custom integrations
- Mobile iOS and Android apps
| PRICING | |
| Plan |
|
Free trial: 7 days
12. Help Scout
Help Scout integrates different features such as a shared inbox, live chat, and artificial intelligence to ensure successful customer interactions.
Main features of Help Scout
- Live chat
- Knowledge base software
- AI and workflow automation
- Reporting
| PRICING | |
| Plan |
|
Free trial: 15 days
13. Gorgias
For Shopify e-commerce businesses looking for a customer service tool, Gorgias is a good option.
It is AI-powered and has omnichannel communication support.
Main features of Gorgias
- Workflow automation
- Artificial intelligence
- Omnichannel support
- Mobile app
| PRICING | |
| Plan |
|
Comparison table for the best ticketing tools for 2025
Here is a summary of the best ticketing software in the market today!
| Best ticketing system & key features | Pricing plan |
|---|---|
BoldDesk
|
|
Intercom
|
|
Front
|
|
Zendesk
|
|
Freshdesk
|
|
ProProfs
|
$19.99/operator/month |
LiveAgent
|
$15/agent/month |
HubSpot Service Hub
|
$15/month |
Kayako
|
$79/user/month |
HappyFox
|
$24/agent/month |
Groove
|
$24/user/month |
Help Scout
|
$50/user/month |
Gorgias
|
$50/month |
Key features to consider when choosing the best ticketing system
When selecting a customer service ticketing system, ensure that it has all the features your team needs.
Here are the key features to look for:
Ticket management
The best ticketing system should let you log and manage individual user requests in the form of tickets.
These tickets include specific details such as descriptions, urgency, and user information..
Automation
You should have options to automate repetitive tasks like sending notifications, assigning tags to tickets, and triggering workflows for increased efficiency.
Omnichannel customer service
The best ticketing system should combine and track customer interactions across various channels (email, phone, live chat) in one place to deliver seamless support.
This centralization ensures that no request goes unnoticed and allows for a seamless tracking and management of support tickets.
Reporting and analytics
The system should have features to track key metrics like resolution times, agent performance, and customer satisfaction to identify areas for improvement.
Customer insights are valuable for improving support services.
Customization
Every business has unique needs. Customize fields, forms, and user interfaces to fit the specific needs of your organization.
The customer service ticketing software should be customizable to adapt to different workflow processes and branding requirements.
Integration capabilities
You should be able to connect your best ticketing system with your CRM and other third-party tools for streamlined workflows and improved productivity.
Security and compliance
Ensure the system meets your data security and privacy requirements, especially for sensitive information.
Self-service options
The best help desk & ticketing system should offer customer self-service options, such as knowledge base software, FAQ sections, community forums, or a customer self-service portal.
Help your customers find answers to common questions without needing to contact support and reduce the number of tickets your team needs to handle with these tools.
Mobile accessibility
An advanced feature of the best desk ticketing system lets your team manage and resolve customer support tickets from their mobile devices.
Thus, support can be provided on the go without the need to be tied to a desktop computer.
Multilanguage support
Best help desk ticketing systems have varying levels of support for different languages. Look for one that lets you provide support to your customers in their native languages.
SLA management
The top ticketing system should let you set and monitor response and average handle time targets for different ticket types, ensuring service quality commitments are met.
Use customizable automation rules to set SLA reminders, notifications, and alerts for prompt response and resolution to support issues.
Ensure effective escalation with event and time triggers.
Ease of use
Prioritize software that is user-friendly for both support agents and end-users. It should require minimal onboarding training so that both parties can easily familiarize themselves and navigate the software.
Artificial intelligence (AI) support
With emerging trends in AI Assist, AI Copilot, and AI Agent, look for best ticketing systems that integrate AI features, such as summarization, customer sentiment analysis, rephrasing, translation, and suggestions.
Scalability
The system should meet the changing needs of your business.
Cost friendliness and value it provides
Consider the cost structure of the software, including licensing, fees, and any additional costs. Assess the value the software provides in terms of efficiency gains and improved customer satisfaction.
Compare features and pricing plans to find a solution that is within your budget while delivering the value you need.
Efficiency of onboarding training
Evaluate what kind of training your team will need and what is offered by the software provider.
Responsive customer support and comprehensive training resources contribute to successful software installation and usage.
Benefits of using the best ticketing software
Upgrading to a ticketing software is a strategic investment that has the ability to revolutionize your support team and organization as a whole. Here are some key advantages:
- Improves efficiency and organization – Automated ticketing systems categorize tickets and automate repetitive tasks like request logging, assignment, and status updates, freeing up agents’ time for more complex problem-solving.
- Faster resolution times – Converting support issues conveyed through all channels into tickets in one platform ensures they are addressed promptly and efficiently, leading to customer appreciation.
- Scalability and adaptability – Many best ticketing systems can adapt to accommodate increasing ticket volume and evolving service requirements, making them suitable for businesses of all sizes.
- Increases accountability – Assigning tickets to specific agents promotes ownership and ensures clear accountability for resolving issues.
- Improves customer satisfaction – By providing timely and effective support, a ticketing platform can greatly enhance the satisfaction of customers seeking assistance.
- Reduces support-related costs – A ticketing system centralizes issue tracking, speeds up problem identification, and cuts down on repeated tasks by organizing communication and automating task assignment.
Common challenges faced by the best ticketing systems and how to solve them
Ticket management systems are essential for efficient customer support, but they come with their own set of challenges.
Inefficient ticket routing and assignment
When tickets are not routed to the appropriate team or individual, they may sit unresolved, causing delays, customer dissatisfaction, and uneven workloads that can lead to agent burnout.
To improve ticket assignment, use automated ticket routing based on predefined rules, regularly update configurations, and clearly define ticket ownership to ensure accountability and efficiency.
Failure to meet SLAs
When a service provider fails to meet the standards outlined in a service level agreement (SLA), such as timely responses, it is considered an SLA breach and can result in lost customer trust and damage to the company’s credibility. To avoid SLA breaches, you can:
• Monitor SLA performance closely
• Use automation ideas to escalate tickets nearing deadlines
• Regularly update SLA terms
• Communicate transparently with customers about potential delays.
Resistance to change
Hesitance to adopt ticketing systems often stems from fear, self-satisfaction, or discomfort with new processes, especially among employees used to traditional methods of managing customer complaints.
Encourage change by offering comprehensive training and resources, clearly communicating benefits of the new system, and involving support teams in the decision-making process.
Integration issues
Poor integration between a ticketing system and existing tools can lead to data mismatches, communication breakdowns, and workflow inefficiencies that ultimately harm customer service quality.
Ensure smooth integration by choosing ticketing software with flexible compatibility, verifying it works well with existing tools, and leveraging onboarding support from the help desk provider.
Lack of customer feedback
Without customer feedback , support teams lack the insights needed to measure satisfaction, identify pain points, and improve the effectiveness of their ticket resolution processes.
Strengthen the feedback loop by embedding surveys into the ticketing system, encouraging responses after resolution, and using feedback to drive continuous improvement to ensure customer retention customer retention.
Ineffective communication
Having poor communication in ticket management often results from unclear ticket details, lack of updates, inconsistent messaging across channels, and inadequate personalization.
Enhance communication by keeping customers updated throughout the ticket lifecycle, encouraging clear ticket descriptions, personalizing responses, and offering multiple support channels like email, phone, and live chat support .
Choosing the best ticketing system for your business
If you’re looking for a way to improve customer experience and streamline your support operations, a ticketing system is worth considering.
It empowers support agents, keeps customers informed, and ultimately leads to customer loyalty and satisfaction.
The best ticketing software is the one that aligns with your specific needs and workflows. Don’t hesitate to try out demos, compare features, and ask questions before making your decision.
I hope this helps you find the perfect customer support ticketing software for your team. Please share your thoughts and suggestions in the comment section below.
Related articles
- AI Customer Service Software: 9 Best Options for 2025
- What is IT Help Desk: Features, Benefits and Best Practices
FAQs on best ticketing system
Some of the best free ticketing systems include osTicket, Spiceworks, Freshdesk (free plan), Zoho Desk (free plan) which are suitable for small teams starting out though advanced features usually require a paid upgrade.
To select the right ticketing system for your business, start by identifying your support needs, team size, and required features like automation or integrations.
Then, compare the best ticketing systems based on usability, scalability, customer support, and pricing to find the best fit.
Some of the best help desk software for small businesses include BoldDesk, Freshdesk and Zoho Desk, which offer affordable, user-friendly tools and automation features to manage customer support efficiently.
Yes! BoldDesk offers free expert migration services for customers on select paid plans.
This means you can seamlessly transfer your tickets, contacts, knowledge base articles, and other essential data from your current help desk software to BoldDesk, at no extra cost.
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