Best Email Ticketing Systems: 15 Picks for Efficient Customer Support
February 5, 2025
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
Ticket routing and assignment
Custom email templates
Shared inbox
Collision detection
Integrations
AI Copilot
AI Agent
Built-in reports
SLA management
Knowledge base software
Omnichannel support
$12/agent/month
4.5/5
Intercom
Ticketing capabilities
Omnichannel communication support
Reporting
Automation
AI-powered bots
$39/seat/month
4.5/5
JitBit
Ticket management
Collision detection
Automation
Reporting and analytics
Knowledge base management
$29/agent/month
4.3/5
TeamSupport
Ticket automation and workflows
Basic reporting
Advanced ticket routing
Ticket collaboration features
SLA management
$45/agent/month
HelpCrunch
Ticket management
Shared inbox
SLA management
Reporting and analytics
Multichannel support
$12/agent/month
4.7/5
LiveAgent
Omnichannel support
Universal inbox
Automation
Automatic spam filtering
Self-help portals
$9/agent/month
Front
Shared inbox
Multichannel support
Reporting and analytics
50+ integrations
Rule-based SLAs
$25/agent/month
4.7/5
HubSpot Service Hub
Shared inbox
Multichannel support
Reporting dashboard
Conversation routing
Simple ticket automation
$15/agent/month
4.4/5
Freshdesk
Knowledge base software
Custom email server
Shared inbox
SLA management
Performance analytics tools
$15/agent/month
ProProfs Help Desk
Shared inbox
Collision detection
Ticket tracking and prioritization
Knowledge base software
Reports and analytics
$39.99/agent/month
4.7/5
Help Scout
Shared inbox
API and integrations
Email templates
Automation
Reports and analytics
$20/agent/month
HappyFox
Ticket management
Automation tools
SLA management
Omnichannel support
Reports
$24/agent/month
4.5/5
Hiver
Email management: assignment, tags, and notes
Ticket management
Shared drafts
Shared inboxes
Automation
$25/agent/month
4.6/5
Zoho Desk
Predefined SLAs
Email templates
Ticket sorting
Multichannel support
Multilingual support
$4/agent/month
4.4/5
Zendesk
Email templates
Email triggers
SLA management
Email tracking
Omnichannel support
$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 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.
BoldDesk’s Best Email Ticketing System
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.
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.
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 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.
Intercom Email Ticketing Solution
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.
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.
Jitbit software
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
$29/agent/month (1 agent only)
Startup
$69/agent/month (4 agents included)
Company
$129/agent/month (7 agents included)
Enterprise
$249/agent/month (9 agents included)
Free trial duration: 21 days
TeamSupport – Best for internal collaboration
G2 rating:
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.
TeamSupport Email Ticketing Software
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.
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.
HelpCrunch email ticketing tool
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
$10/user/month
Pro
$16/user/month
Unlimited users
$396/month
Free trial: 14 days
LiveAgent – Best for businesses that need a multi-channel support strategy
G2 rating:
LiveAgent offers email ticketing software as one of its features. It is designed to help businesses manage customer inquiries, support requests, and customer communication.
LiveAgent Email Ticketing Tool
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
Limited features
Small business
$9/agent/month
Medium business
$29/agent/month
Large business
$49/agent/month
Enterprise
$69/agent/month
Front – Best for teams that prioritize collaboration
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.
Front Email Ticketing Solution
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
$25/seat/month (Up to 10 seats)
Professional
$65/seat/month (Up to 50 seats)
Enterprise
$105/seat/month
Free trial: 7 days
HubSpot Service Hub – Best for Businesses using other HubSpot products
ProProfs Help Desk is a customer support and email ticketing software that allows businesses to centralize email-based customer support operations.
ProProfs Email Ticketing Solution
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 for 1 agent
$39.99/agent/month
Free trial: 15 days
Help Scout – Best for unified support
G2 rating:
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.
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.
Zendesk Email Ticketing Solution
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
$19/agent/month
Suite Team
$55/agent/month
Suite professional
$115/agent/month
Suite Enterprise
$169/agent/month
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.
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.
Esther Khachina is a Customer Experience Specialist focused on delivering clarity and value through well-structured, user-centric content. She's dedicated to enhancing customer interactions by simplifying complex information and creating resources that empower and inspire.
Esther Khachina is a Customer Experience Specialist focused on delivering clarity and value through well-structured, user-centric content. She's dedicated to enhancing customer interactions by simplifying complex information and creating resources that empower and inspire.
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