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A simple, intuitive, and easy-to-use operating system for your support team
A ticketing system, also known as help desk ticketing software, can be defined as an online customer service tool used to perform support operations.
These support operations include:
With automated help desk ticketing tools, customer service tasks are performed and managed online in a centralized platform.
The ticketing system workflow functions in the following ways:
Intuitive ticketing software features with an improved user experience to provide seamless customer service.
Convert all incoming customer support emails into tickets and respond to them via email.
Apply advanced filter rules to tickets to move them to the appropriate folder.
Maintain multiple brand-specific customer-facing support portals and view all tickets in a unified agent portal.
Transform the process of resolving a ticket into smaller tasks or activities to boost agent productivity.
Features that move support beyond the ordinary.
Create and respond to email tickets.
Create a ticket form based on brand.
To customize ticket forms, several types of custom fields are available.
Personalize the ticket view based on your preferences.
Detect spam email automatically to avoid creating unnecessary tickets.
Restrict ticket access using scopes and fine-grained role-based permissions.
Every aspect is carefully considered. Each feature is tailored to provide a great support experience for the agent and the user.
Use robust, advanced search filters to locate tickets (including custom fields).
Create or update a ticket on behalf of the customer. This feature is useful for recording customer updates when they contact your team by other channels.
Respond to tickets quickly with frequently used saved response templates.
Tagging is a helpful feature used for ticket categorization, filtering, and automation.
Mention agents in replies or private notes to alert them.
Add more agents to notify customers about ticket updates without revealing agents’ identities.
Use robust, advanced search filters to locate tickets (including custom fields).
Create or update a ticket on behalf of the customer. This feature is useful for recording customer updates when they contact your team by other channels.
Respond to tickets quickly with frequently used saved response templates.
Tagging is a helpful feature used for ticket categorization, filtering, and automation.
Mention agents in replies or private notes to alert them.
Add more agents to notify customers about ticket updates without revealing agents’ identities.
With grid and table layouts, the ticket list page is designed to be modern, user-friendly, and intuitive.
Forward the support tickets to the external email address and create an forward activity.
Combine two or more tickets, as well as their attachments and messages, into a single ticket.
Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.
Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.
BoldDesk can automatically identify spam emails and move them to a separate view for further review.
Save tickets or messages for future use.
Correct any mistake in the message updated to the customer.
Delete public messages associated with a ticket update.
Various fields are available to sort tickets based on preference.
Using this view, you can quickly navigate and review tickets.
Change category, status, and assignee; add tags and private notes; and log work without opening a ticket.
Provide several keyboard shortcuts to perform ticket actions.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Create and manage a multilingual knowledge base to deliver content based on customer's preferred language.
Support your customers all across the world by providing customer service that is translated into multiple languages.
Create and manage a multilingual knowledge base to deliver content based on customer's preferred language.
Use advanced filters to view a subset that you need.
Save and share filtered views with an entire organization or a specific group.
Set any view as the default view.
Export data to Microsoft Excel format.
Mark frequently used views as favorites.
Collaborate with internal teams by using private tickets or private notes.
Create private tickets in a customer’s name; these tickets are not visible, and no email notification is sent to the customer. Use this feature to record customer call logs or meeting minutes.
To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Create private tickets in a customer’s name; these tickets are not visible, and no email notification is sent to the customer. Use this feature to record customer call logs or meeting minutes.
To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories.
This category is visible to both agents and customers.
This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.
This category is visible to both agents and customers.
This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.
Using the link ticket feature, you can link a ticket with another ticket. Use this feature to link related or child tickets to split larger tickets.
Connect tickets that are related.
Connect child and parent tickets
Link related contacts to a ticket for internal reference.
Link external web URLs to a ticket.
Several metrics related to a ticket can be viewed in the ticket’s insights section.
Record any changes done in ticket activity. Using the Ticket History tab, you can view change logs for auditing.
Field value changes are recorded.
Changes brought about by automation
Alterations in response and resolution due dates and SLA breach logs.
Agents can record the amount of time they spend on each ticket.
Send surveys to customers to gauge their satisfaction with the services they received.
Use CSAT reports to keep track of your CSAT scores.
Automate post actions when receiving negative feedback.
Customize the rating scale and text on the feedback rating page.
Include a ticket creation widget or form on any website.
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
To automate ticket processing, leverage powerful no-code automation.
Using round-robin, automatically route tickets to the appropriate agent.
Set response and resolution due dates based on business hours automatically.
Create or update ticket triggers to perform an action when a ticket is created or updated.
Perform a repeated set of actions every hour.
Several pre-built reports and dashboards are available.
To improve agent productivity and ticket resolution, break down the steps required to resolve a ticket into smaller tasks.
Integrate with third-party applications
Using Zapier, integrate several third-party apps.
Sync status, priority, and comments from JIRA software.
View Salesforce customer data in the BoldDesk.
Brings customer data from the third-party apps and displays it on the ticket sidebar to provide more context.
Use webhooks to get real-time data to integrate into your internal apps later.
Use the developer API to pull data and integrate it with your internal apps.
Selecting an appropriate support ticketing system, equipped with features that align with your needs, so you can position your support teams for success as your business expands.
The following are some of the best ticketing systems on the market.
BoldDesk is a comprehensive ticketing system that allows businesses of all sizes to efficiently manage, track, prioritize, and resolve customer support inquiries and issues.
BoldDesk is designed to improve customer service, increase productivity, and streamline workflows.
Its issue tracking system helps in improving the efficiency and effectiveness of customer service by ensuring that no request is missed, and all are handled in a timely manner. It lets you oversee the complete lifecycle of a ticket, from its initiation to the point of receiving feedback from customers regarding their experience.
This IT help desk ticketing system provides your support team with collaboration features, customer service automation, customer service portal software, and knowledge base software, which enable them to deliver quality customer service.
What sets BoldDesk apart is its user-friendly interface and simple ticketing features, allowing teams of any size to easily sign up and promptly initiate their customer support operations.
The BoldDesk help desk solution provides a customizable app and incorporates third-party systems that contribute more comprehensive information to an issue, assisting in a more efficient solution.
BoldDesk has two categories for its pricing plans:
ZenDesk is help desk ticketing software that consolidates customer discussions from various platforms.
The Zendesk support ticketing system allows businesses to manage, prioritize, track, and resolve customer support tickets effectively. It also functions as a centralized hub that enables managers and admins to assess their team’s performance using predesigned dashboards and custom reports.
Zoho Desk is an omnichannel help desk ticketing solution that assists businesses in resolving customer problems through various support channels such as email, phone, live chat, and social media.
Zoho Desk customer support ticketing software is designed to assist small, customer-centric support teams as they expand.
FreshDesk is a cloud-based customer service solution that provides businesses with a ticketing system for managing customer support.
This system allows businesses to handle all customer communication in a centralized place, regardless of the channel from which it originated, including email, phone, and social media. This enables teams to simultaneously tag and work on tickets.
HappyFox offers a help desk ticketing system to assist businesses in providing good customer service.
The support ticketing system allows businesses to manage customer support tickets from various channels like email, phone, and social media, in one place. The platform incorporates measures to prevent agent collision, ensuring that only one agent can modify a specific ticket at any given moment.
Free trial available: 14 days
HelpScout is a user-friendly IT ticketing solution specifically designed for small businesses.
It equips your support team with the necessary tools for collaboration, automation, and organization, enabling them to provide good customer service. It has straightforward ticketing features and is ideal for small teams needing adaptable ticket management tools.
Free trial available: 15 days
LiveAgent’s ticketing system is designed to integrate with various communication channels, helping customer support teams to stay organized.
LiveAgent offers native integrations for several applications frequently used by support teams. The system allows support representatives to give real-time assistance to customers using a live chat widget. Messages from live chat are automatically converted into support tickets by the ticketing system.
LiveAgent is a help desk and live chat solution designed to help businesses provide better customer service and manage their communications with clients.
Free trial available: 14 days
HubSpot Service Hub provides comprehensive help desk functionality and assists support agents in prioritizing tickets, automating workflows, and delivering personalized services across numerous service channels.
The HubSpot Service Hub is customer support ticket software designed to enhance team collaboration, provide proactive help, and expand your customer service protocol. It collaborates with HubSpot CRM, supplying agents with the necessary context to enhance customer interactions.
Additionally, the HubSpot Service Hub integrates with other HubSpot tools, like the sales platform, allowing for a more holistic view of each customer and better cross-departmental collaboration.
Free trial available: 14 days.
Front is ticketing system software designed for customer communication, aiming to assist support teams in collaborating and responding to customer interactions with context.
It allows customer support representatives to collaborate effectively by eliminating the need for forwarding emails to each other, thanks to its robust team collaboration features. More than just basic functionality, Front also encourages teamwork, collaboration, and transparency within your service team.
Free trial available: 7 days
TeamSupport is a cloud-based IT ticketing system that provides solutions for client collaboration, ticket management, and customer self-service.
It is designed for B2B software and technology companies, providing them with the necessary tools to track, manage, and resolve customer support queries.
Free trial available: 14 days
Jira Service Management is a software solution developed by Atlassian that allows IT and business teams to manage service requests in a streamlined manner.
Jira Service Management’s support ticketing software is designed to assist teams in addressing specific business requirements. Teams can monitor customer requests and interactions across various communication channels through a singular view.
It is also often used in conjunction with other Atlassian products like Jira Software and Confluence for better project and content management.
Free trial available: 7 days
Hiver is a Gmail-based customer service software that assists teams across an organization collaborate on shared inboxes.
It is an IT ticketing tool with a shared inbox that allows support teams to monitor tickets from initiation to resolution, ensuring no requests are overlooked. Agents can also collaborate through contextual discussions within the shared inbox, thanks to the inclusion of internal notes.
Free trial available: 7 days
Vision Helpdesk is cloud-based IT ticketing software that allows teams to streamline their ticket management with rules-based criteria and unify conversations across various channels.
It enables your team to transform customer service interactions—including calls, emails, chats, and social media inquiries—into tickets and store them on a unified platform.
The ticketing system provided by Vision Helpdesk gives managers the ability to closely monitor the time spent by support agents in order to bill customers accurately.
Free trial available: 30 days
| Software | Features | Starting Price |
|---|---|---|
| BoldDesk |
| Starting at $15/month/user |
| Zendesk |
| Starting at $19/month/user |
| Zoho Desk |
| Starting at $14/month/user. |
| Freshdesk |
| Starting at $15/month/user |
| HappyFox |
| Starting at $29/month/user |
| HelpScout |
| Starting at $20/month/user |
| LiveAgent |
| Starting at $9/month/user |
| Hubspot Service Hub |
| Starting at $18/month/user |
| Front |
| Starting at $19/month/user |
| TeamSupport |
| Starting at $49/month/user |
| Jira Service Management |
| Starting at $21/month/user |
| Hiver |
| Starting at $19/month/user |
| Vision Helpdesk |
| Starting at $12/month/user |
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