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As communication methods advance, businesses face a growing challenge: how to efficiently manage and respond to customer requests, primarily through email.
While email remains a go-to platform for customer support, many teams find themselves overwhelmed by the volume and complexity of incoming messages. The result? Delayed responses, missed tickets, and frustrated customers.
Struggling to keep up with customer emails?
Ideal email ticketing systems are smart, scalable solution that helps support teams organize conversations, automate workflows, and ensure that no email goes unanswered.
In this article, we’ll explore the best email ticketing systems, why they are essential, and highlight the top email help desk software that can help your team deliver faster, smarter support.
What is an email ticketing system?
An email ticketing system is a software solution used by businesses to efficiently manage, prioritize, and respond to customer support inquiries, requests, and complaints received via email.
It automatically converts incoming emails into structured support tickets, each assigned a unique ID for easy tracking and resolution.
By streamlining email communication and automating support workflows, email ticketing solutions improve response times, reduce manual effort, and enhance overall customer satisfaction.
Who uses email ticketing software?
Teams looking to streamline email communication, reduce customer service response times, and manage requests more efficiently can benefit from an email ticketing tool.
Here are a few examples of teams and how they use email ticketing solutions:
- Customer support: Manages and resolves customer inquiries, tracks issues, and shares insights across the company, ensuring that no query is missed.
- IT: Handles technical support requests, tracks internal issues, and manages company assets.
- Finance: Organizes emails related to billing, payroll, reimbursements, and vendor payments.
- Marketing: Coordinates with agencies and industry partners while keeping campaign communications organized.
- Human resources: Manages employee and applicant queries related to hiring, onboarding, and benefits.
- Sales: Tracks lead inquiries, client follow-ups, and collaborates with other teams to resolve customer concerns.
- Help desks: Supports the internal team by managing service requests and ensuring timely resolutions.
What to look for when choosing the best email ticketing system
Selecting the right mail ticket system is essential for improving support efficiency, customer satisfaction, and internal communication.
Here are key factors to consider:
- Ease of use: Go for a clean, intuitive interface that allows agents to manage tickets without a steep learning curve.
- Rich feature set: Consider email ticketing tools that provide essential productivity tools such as help desk automation, collaboration, omnichannel support, and reporting and analytics to ensure your team gets full functionality and maximum value from the system.
- Customization options: Look for flexibility in ticket fields, workflows, branding, and user roles to tailor the system to your team’s needs.
- Integrations: Ensure compatibility with your existing tools, such as contact management, ticketing systems, and communication channels.
- Scalability: Select a system that can grow with your business, supporting more users, departments, and advanced features as needed.
- Security and compliance: Verify that the platform offers data encryption, role-based access, and compliance with standards like GDPR or HIPAA, if applicable.
- Customer support and onboarding: Seek a reliable vendor that provides support and onboarding resources, which are crucial for a smooth implementation and long-term success.
- Cost and pricing structure: An ideal mail ticket system should offer free trials to let you test the system’s usability and features, and evaluate the pricing tiers to make sure the value aligns with your budget.
Comparison table for the best email ticketing tools
| Ticketing tools & Key features | Starting Price | G2 reviews |
BoldDesk
|
$12/agent/month | 4.5/5 |
Intercom
|
$39/seat/month | 4.5/5 |
JitBit
|
$29/agent/month | 4.3/5 |
TeamSupport
|
$45/agent/month | |
HelpCrunch
|
$12/agent/month | 4.7/5 |
LiveAgent
|
$9/agent/month | |
Front
|
$25/agent/month | 4.7/5 |
HubSpot Service Hub
|
$15/agent/month | 4.4/5 |
Freshdesk
|
$15/agent/month | |
ProProfs Help Desk
|
$39.99/agent/month | 4.7/5 |
Help Scout
|
$20/agent/month | |
HappyFox
|
$24/agent/month | 4.5/5 |
Hiver
|
$25/agent/month | 4.6/5 |
Zoho Desk
|
$4/agent/month | 4.4/5 |
Zendesk
|
$19/agent/month | 4.3/5 |
15 Best email ticketing systems for businesses
Are you considering implementing an ideal email ticketing solution to improve your team’s management of inbound and outbound emails?
Take a look at the top email ticketing software solutions available on the market.
BoldDesk – Best for automated email ticketing
G2 rating: 4.5/5
BoldDesk is an excellent email ticketing solution that helps support teams manage customer inquiries efficiently.
It incorporates AI in email ticketing to automatically tag, route, and even suggest responses based on historical data.
With features like email automation and a user-friendly interface, BoldDesk streamlines support workflows, improves response times, and enhances team collaboration.
Whether you’re handling a few emails or scaling to thousands, BoldDesk gives your team the tools to deliver fast, reliable, and professional support.
In summary, BoldDesk equips you with tools to manage customer inquiries sent via mail, collaborate within your team, and gain valuable insights to improve customer satisfaction.
BoldDesk offers startups a free email ticketing system to simplify support and enhance productivity.
BoldDesk’s top features
- Help desk ticketing system: Converts all incoming emails into support tickets and routes them to appropriate agents.
- Omnichannel customer service: Allow support agents to manage customer requests from various communication channels in a single unified inbox.
- Live chat software: Let agents respond to customer inquiries in real time across your websites and apps.
- Knowledge base software: Empowers customers to find answers instantly through self-service, reducing ticket volume and improving satisfaction.
- Task management software: Allow teams to create, assign, and track tasks directly within the help desk, which ensures that support-related tasks stay organized and aligned.
- Custom email templates: Compose and save frequently sent emails for reuse to maintain uniformity in tone and content.
- Shared inbox software: Organize all your customer support inquiries in one place, route them to the right agents, monitor their progress, and enhance overall customer satisfaction.
- Collision detection: Prevent multiple agents from simultaneously working on the same customer ticket.
- Seamless integration: Lets you integrate with your existing tools and apps to streamline workflows.
- Artificial intelligence: Empowers your support team with instant answers, real-time translation, smart suggestions, and automatic summarization.
- Built-in reporting and analytics: Provides valuable insights to examine real-time support and make informed decisions to improve client support by utilizing the feature.
- SLA management: Define the response and resolution timeframe for a support issue, set reminders and notifications with SLA for customer service to ensure prompt resolution of customer issues.
Why BoldDesk stands out as the top email ticketing system
BoldDesk redefines email ticketing with a powerful blend of AI-driven automation, security, and cost-effective scalability, making it the smart choice for modern support teams.
Here is why you should choose BoldDesk:
- With AI Copilot and AI Agent features that automate ticket responses, suggest solutions, and reduce resolution time, BoldDesk can give your team superpowers without the extra headcount.
- It also offers built-in security controls, spam filtering, and integration options to keep your support emails secure, compliant, and protected from phishing threats.
- Whether you’re a startup or a growing enterprise, BoldDesk offers affordable pricing, so you can scale customer support operations without increasing your costs.
- Enables seamless collaboration with features like private notes, ticket sharing, and collision detection, ensuring teams work together without duplication or confusion.
Pricing
BoldDesk offers flexible pricing plans to suit businesses of all sizes. Whether you’re a startup or an enterprise, there’s a plan for you.
Startup plan: Free/10 agents/1 year
Paid plans:
| 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 for just $20 per month.
By integrating the speed, accuracy, and affordability of AI Agent with the reliability and empathy of human agents, BoldDesk enables efficient support scaling and cost savings.
Free trial: 15-day trial
Scaling up? We’ll design the perfect plan for your needs — connect with our team today or schedule a 30-minute live demo and discover how our email ticketing software can fulfill your requirements.
Intercom – Best for conversational support
G2 rating: 4.5/5
Intercom is an email ticketing solution designed to integrate with other support channels, providing a unified experience for both agents and customers.
Intercom enables companies to collect, monitor, and route customer inquiries; evaluate support effectiveness; and implement support ticket processes.
Top features
- Ticketing capabilities
- Omnichannel communication support
- Reporting
- Automation
- AI-powered bots
Pros
- Built-in automation and routing make it easy to manage conversations and streamline support.
- Supports chat, email, and social channels in a unified interface.
Cons
- Users have reported bugs and performance inconsistencies during peak usage.
| PRICING | |
| Essential |
|
| Advanced: |
|
| Expert |
|
Free trial: 14 days
JitBit – Best for IT support teams
G2 rating: 4.3/5
JitBit offers a user-friendly email ticketing tool designed to centralize your email-based customer support operations.
It enables teams to categorize and tag email tickets, assign them to support agents, monitor time spent on tickets, and prevent instances where multiple agents work on the same ticket simultaneously.
Top features
- Ticket management
- Collision detection
- Automation
- Reporting and analytics
- Knowledge base management
Pros
- Offers detailed reporting and performance insights.
- Easy to deploy and set up.
Cons
- The interface may feel old-fashioned compared to more modern help desk tools.
| PRICING | |
| Freelancer |
|
| Startup |
|
| Company |
|
| Enterprise |
|
Free trial duration: 21 days
TeamSupport – Best for internal collaboration
TeamSupport includes an email ticketing solution as part of its customer support and help desk ticketing system.
Its feature set makes it a good option for businesses seeking to streamline email-based customer support.
Top features
- Ticket automation and workflows
- Basic reporting
- Advanced ticket routing
- Ticket collaboration features
- SLA management
Pros
- Detailed reporting options help teams analyze performance and customer trends.
- Clean interface design makes navigation and ticket management straightforward.
Cons
- Finding specific tickets or data can be slow and unintuitive.
| PRICING | |
| Starter |
|
| Professional Support |
|
| Scale |
|
HelpCrunch – Best for chat and email support
G2 rating: 4.7/5
HelpCrunch is a customer communication platform that provides a variety of tools for customer support, marketing, and sales.
Utilizing HelpCrunch, teams can simplify ticket handling and leverage advanced features, including analytics and detailed customer profiles.
Top features
- Ticket management
- Shared inbox
- SLA management
- Reporting and analytics
- Omnichannel support
Pros
- Offers flexible design and workflow options to tailor the platform to your brand and support needs.
- Combines live chat, email, and knowledge base tools for seamless customer engagement.
Cons
- Lacks advanced automation features found in other platforms.
| PRICING | |
| Basic |
|
| Pro |
|
| Unlimited users |
|
Free trial: 14 days
LiveAgent – Best for businesses that need a multi-channel support strategy
LiveAgent offers email ticketing software as one of its features. It is designed to help businesses manage customer inquiries, support requests, and customer communication.
Top features
- Omnichannel support
- Universal inbox
- Automation
- Automatic spam filtering
- Self-help portals
Pros
- Combines emails, chats, calls, and social messages into a single dashboard.
- Offers a knowledge base and customer portal to reduce ticket volume and enhance user experience.
Cons
- The feature-rich dashboard can be cluttered and difficult for new users to navigate.
| PRICING | |
| Free |
|
| Small business |
|
| Medium business |
|
| Large business |
|
| Enterprise |
|
Front – Best for teams that prioritize collaboration
G2 rating: 4.7/5
Front is a collaborative communication platform designed to streamline team inboxes, including email management, shared inboxes, and collaborative messaging.
It provides email-based customer support, especially for those already invested in the Front ecosystem.
Top features
- Shared inbox
- Multichannel support
- Reporting and analytics
- 50+ integrations
- Rule-based SLAs
Pros
- Easy to set up and integrate with existing workflows, making onboarding smooth for teams.
- Clean and intuitive design simplifies collaboration and ticket management.
Cons
- Finding specific conversations or tickets can be time-consuming and unintuitive.
| PRICING | |
| Starter |
|
| Professional |
|
| Enterprise |
|
Free trial: 7 days
HubSpot Service Hub – Best for Businesses using other HubSpot products
G2 rating: 4.4/5
HubSpot Service Hub offers an email ticketing solution as part of its customer service platform.
This email support system enables teams to track and prioritize incoming service email inquiries through a shared inbox.
Top features
- Shared inbox
- Multichannel support
- Reporting dashboard
- Conversation routing
- Simple ticket automation
Pros
- Integrates seamlessly with HubSpot CRM, giving support teams full visibility into customer history and interactions.
- Ideal for growing businesses that want to unify marketing, sales, and support under one ecosystem.
Cons
- Advanced features and integrations often require premium plans or additional purchases.
| PRICING | |
| Free plan |
|
| Starter |
|
| Professional |
|
| Enterprise |
|
Freshdesk – Best support solution without heavy IT overhead
Freshdesk is cloud-based customer support software provided by Freshworks, Inc.
Freshdesk’s email support system allows organizations to convert incoming support-related emails into tickets automatically.
Top features
- Knowledge base software
- Custom email server
- Shared inbox
- SLA management
- Performance analytics tools
Pros
- Includes a customizable knowledge base and community forums to reduce ticket volume and empower users.
- Handles inquiries across email, chat, social media, and phone from a single platform.
Cons
- The mobile app lacks the full functionality of the desktop version and may feel restrictive for on-the-go support.
| PRICING | |
| Free plan |
|
| Growth plan |
|
| Pro + AI Copilot |
|
| Pro |
|
| Enterprise plan |
|
Free trial: 21 days
ProProfs Help Desk – Best for managing emails from a single inbox
G2 rating: 4.7/5
ProProfs Help Desk is a customer support and email ticketing software that allows businesses to centralize email-based customer support operations.
Top features
- Shared inboxes
- Collision detection
- Ticket tracking and prioritization
- Knowledge base software
- Reports and analytics
Pros
- The layout and functionality are easy for users to adapt quickly without a steep learning curve.
- Offers robust analytics and reporting tools to track ticket performance and agent productivity.
Cons
- While simple, the UI lacks the modern design and customization options found in more advanced help desk platforms.
| PRICING |
|
|
Free trial: 15 days
Help Scout – Best for unified support
Help Scout is a customer support platform that includes an email ticketing tool. The software allows support teams to handle customer emails through a shared inbox.
Top features
- Shared inbox
- API and integrations
- Email templates
- Automation
- Reports and analytics
Pros
- Built with a focus on personalized support.
- Provides helpful guides and tutorials, helping teams get up and running.
Cons
- While affordable for small teams, costs can rise as you add users or advanced features.
| PRICING | |
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: 15 days
HappyFox – Best for ticket management
G2 rating: 4.5/5
HappyFox is a customer support and ticketing software that helps organizations manage their customer support requests and inquiries.
HappyFox provides an email ticketing tool that allows businesses to convert incoming emails into tickets.
Top features
- Ticket management
- Automation tools
- SLA management
- Omnichannel support
- Reports
Pros
- Known for its responsive and knowledgeable support team, HappyFox consistently delivers excellent service to its users.
- Offers a clean and intuitive design that makes it easy for teams to manage tickets and navigate the platform efficiently.
Cons
- While AI tools are available, they often need frequent monitoring and adjustments to perform effectively.
| PRICING | |
| All plans require at least 5 users. | |
| Basic |
|
| Team |
|
| Pro |
|
| Enterprise Pro |
|
Free trial: 14 days
Hiver – Best for email management
G2 rating: 4.6/5
Hiver is an email collaboration tool enabling teams to track, assign, and manage emails in shared email inboxes.
Top features
- Email management: assignment, tags, and notes
- Shared drafts
- Knowledge base software
- Shared inboxes
- Automation
Pros
- Provides detailed reporting and performance metrics to help teams monitor response times and ticket resolution.
- Built directly into Gmail, Hiver offers a simple UI that minimizes the learning curve for support teams.
Cons
- The interface, while functional, lacks the modern aesthetics and UX enhancements found in newer help desk platforms.
| PRICING | |
| Free |
|
| Growth |
|
| Pro |
|
| Elite |
|
Free trial: 7 days
Zoho Desk – Best for converting customer emails into tickets
G2 rating: 4.4/5
Zoho Desk is a cloud-based customer service software that provides businesses with an email ticketing solution, as well as other support channels.
The email ticketing software in Zoho Desk allows businesses to manage, organize, and respond to customer service emails.
Top features
- Predefined SLAs
- Email templates
- Ticket sorting
- Multichannel support
- Multilingual support
Pros
- Offers powerful automation features like workflow rules and assignment logic to streamline support operations.
- The user-friendly design makes it easy for agents to manage tickets.
Cons
- Connecting Zoho Desk with third-party apps or even other Zoho tools can be challenging and may require technical expertise.
| PRICING | |
| Express |
|
| Standard |
|
| Professional |
|
| Enterprise |
|
Free trial: 15 days
Zendesk – Best for customer service email requests
G2 rating: 4.3/5
Zendesk is a customer service platform that offers an email ticketing tool as part of its suite of tools.
This system allows businesses to manage, organize, and respond to customer service email requests.
Top features
- Email templates
- Email triggers
- SLA management
- Email tracking
- Omnichannel support
Pros
- Zendesk offers flexible configurations for ticket fields, automation, and branding, making it suitable for businesses with complex support needs.
- The platform is designed for ease of use, allowing support agents to manage tickets.
Cons
- The free trial lasts only 14 days, which may not be sufficient time for teams to fully evaluate the platform’s capabilities.
| PRICING | |
| Support Team |
|
| Suite Team |
|
| Suite professional |
|
| Suite Enterprise |
|
Free trial: 14 days
Benefits of an email ticketing solution
Email support systems offer a range of advantages that can improve team productivity and the overall customer experience.
- Improves productivity and customer satisfaction: By automating workflows and centralizing communication, email ticketing tools reduce manual effort, ensuring that customer inquiries are handled promptly. This leads to more efficient support teams and happier, more loyal customers.
- Delivers actionable insights: Built-in reporting tools provide insights into resolution times, ticket volumes, and agent activity, helping managers assess support efficiency and make data-driven decisions that improve service delivery.
- Supports effortless scaling: As customer inquiries grow, email ticketing software can handle increased volumes of support requests without compromising service quality, making it ideal for businesses to expand their support operations.
- Ensures 24/7 availability and acknowledgment: Automated responses confirm receipt of customer inquiries even outside business hours, setting customer expectations and reassuring users that their issues are being tracked and will be addressed.
Streamline workflows with the best email ticketing system
Email ticketing software bridges the gap between traditional email communication and a structured support system, leading to a more streamlined and efficient customer service experience for both businesses and their customers.
By carefully considering your needs, exploring options, and prioritizing key features, you’ll be well-equipped to choose the perfect email ticketing tool for your business.
We hope this article was helpful. Please feel free to share your thoughts and suggestions in the comment section below.
Related articles
- The Best Automated Ticketing System for Businesses
- 11 Best SaaS Help Desk Software to Simplify Your Customer Support
- 13 Best Web Help Desk Software for Your Business
Frequently Asked Questions
An email ticketing solution works by converting incoming customer emails into structured tickets, each ticket representing a unique customer inquiry or issue.
Using automation rules, the system categorizes, prioritizes, and routes tickets to appropriate agents or departments based on predefined criteria.
The customer support team can then access the system, view and manage tickets, respond to customer inquiries, and track the status of each ticket through to resolution.
Email ticketing converts incoming emails into trackable support tickets, each with a unique ID, status, priority, and assigned agent, making issue resolution more organized and scalable.
They offer advanced features like automation, reporting, SLA tracking, and internal notes.
Shared inboxes, on the other hand, are basic email accounts that can be accessed by multiple team members, lacking advanced features like ticket tracking, automation, analytics, and role-based access.
Yes. Most modern email ticketing tools offer robust integration capabilities with a wide range of tools to help support teams work more efficiently, reduce context switching, and deliver a more seamless experience to customers.
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