Original Source: https://www.hongkiat.com/blog/help-desk-ticketing-systems/
Help desk ticketing systems are tools for keeping track of customer issues to aid your support teams in resolving them promptly. They help in managing clients, converting customer challenges or issues into positive customer experiences and grow a satisfied customer base for your organization.
With a plethora of help desk ticketing systems in the market, it can be very overwhelming to choose the ideal system for your business. In this article, I’ll shed some light on some of the best help desk ticketing systems out there so you can which is ideal for your business.
1. SysAid Helpdesk Software
SysAid is a feature-rich help desk software to manage customer relations for your brand. You can resolve your customers’ issues faster by cross-referencing tickets with the users and their assets. Plus, your employees can solve common IT issues independently through self-service features.
The most interesting part of this tool is automation, i.e., it sorts, prioritizes, and routes tickets automatically to the related desk, so your customer’s issues are solved quicker. It also allows the help desk to remotely access user machines and generate performance reports through the dashboard.
Moreover, it offers hotkeys to capture your screen and send the video to a ticket in the self-service portal, saving loads of time in dealing with other ticket queries.
Yes. SysAid offers a free trial on all its Help Desk and ITSM plans with no credit card needed.
Prices of each plan vary depending on the number of administrators, assets and modules required. Its Basic and Full Editon ranges from $1200+/yr (500 assets) to $1600+/yr (1000 assets).
Freshdesk is an all-in-one customer service software that can be used by small businesses as well as enterprises. It has a wide range of features and tools to manage customer service.
It is highly customizable and easy to use, which makes it one of the best help desk systems on the market today.
Freshdesk features AI-based tools to help solve problems for your customers quickly and efficiently by automating and streamlining your service processes.
For example, it can auto-assign tickets based on set preferences, and its AI-based bot called Freddy can suggest knowledge base articles. Moreover, you can track performance analytics using its customizable dashboards and reports.
Yes. Freshdesk offers a free plan supporting 10 agents, email and social ticketing, a knowledge base, and a ticket trend report.
Growth and Pro plans for $18 and $59 per agent per month enable automation, marketplace apps, custom views, customer fields, time tracking, and more.
Enterprise plan for $79 per agent per month adds sandbox, approval workflows, email bot, etc.
3. Zendesk for Service
Zendesk is an enterprise-ready help desk ticketing system that offers a variety of features for service organizations. It is one of the oldest and most popular names in the help desk ticketing system industry.
One of its interesting features is the strong cross-channel communication for reaching your customers through their favorite channels such as email, live chat, and social media like Facebook and Twitter.
Zenesk AI-powered chatbots can be personalized and send pre-written responses while the agents are busy solving other tickets. You can configure a knowledge base to allow customers to get help on their issues in a self-service manner.
Its workflows can auto-route tickets per configuration and direct customers to FAQs. You also get in-depth analytics on your service teams through its reports.
No. Zendesk does not have a free plan but provides trial use of the entire Zendesk Suite Professional plan.
Suite Team plan starts at $49/agent/month for unified messaging, automation and workflows, reporting and analytics, apps and integrations, and more.
Growth plan for $79/agent/month offers advanced automation, custom integrations, and more.
Professional plan for $99/agent/month offers skill-based routing, customizable dashboards, etc.
Enterprise plan for $150/agent/month offers a lot more, like customizable workspaces, shared dashboards, etc.
4. Zoho Desk
Zoho Desk is an all-in-one help desk ticketing system that helps customer service teams to manage customer requests and improve the overall customer experience. It offers many features and tools for support agents and managers to provide exemplary service and gain customer service insights.
Zoho Desk is a perfect fit if your business is already using the Zoho Suite. Nevertheless, it is a multichannel help desk system integrating email, live chat, phone, social media, etc., under a single interface.
Moreover, you can create a self-service portal for your customers with FAQs and tutorials (aka knowledge base). Its dashboards and reports provide insights into service performance.
Yes. Zoho has a free plan supporting 3 agents, email ticketing, customer management, a knowledge base, macros, and more.
Standard and Professional plans for $20 and $35/agent/month, respectively, offer social channels, public knowledge base, assignment and workflow rules, dashboards, integrations, etc.
Enterprise plan for $50/agent/month offering Zia (AI-powerpert), live chat, custom functions, validation and layout rules, etc.
ProProfs is a help desk ticketing system that provides a way for companies to manage their customer service and support. It is designed to work as a simple and efficient tool for customer service departments to manage customer issues or tickets.
ProProfs is an enterprise product that was designed with the goal of providing a user-friendly interface for both the customer and the company.
Additionally, ProProfs supports a lot of automation options for speeding up the process of solving customer tickets. You can configure it to auto-assign tickets in a round-robin fashion and set up pre-written responses for improved response times.
Also, there’s an option to create a public knowledge base to help customers self-service on common issues. Its real-time reports help measure and improve performance.
No. ProProfs does not have a free plan, but it provides a free trial for 15 days.
Plans start with its Essentials plan for $15/user/month, offering effective support with shared inboxes and essential help desk features.
Premium plan for $20/user/month supports unlimited inboxes and an advanced feature set including ticket routing, child tickets, white labeling, etc.
Enterprise plan adds more like custom automation and integrations, Single Sign-On (SSO), etc. If you need live chat, it costs an extra $5 per plan.
6. HubSpot Service Hub
HubSpot Service Hub enables you to create tickets, assign tickets, and take action on tickets as a team. It is designed to be flexible enough to meet the needs of any organization and supports collaboration between customer service and other teams on solving tickets.
HubSpot’s Service Hub lets you create a knowledge base for agents as well as customers, enable live chat for quick communication, and add automation features to speed up ticket resolutions. In addition, you can connect various channels under one shared inbox including email, live chat, etc.
Yes. HubSpot has a free plan that costs you nothing but limited features.
HubSpot Service Hub’s Starter plan starts at $50/month/2 users with features like – live chat, shared inbox, ticket pipelines, automation, repeating tasks, etc.
Professional plan starts at $500/month/5 users with features like – offering ticket routing, knowledge base, customer portal, service analytics, and more.
Enterprise plan starts at $1200/month/10 users.
HappyFox is a help desk ticketing system that provides a better way for customer support to manage the flow of incoming tickets. It has a simple and intuitive interface that makes it easy for customers to submit tickets and get the help they need.
HappyFox also provides powerful features such as workflows, ticket routing, integrations with other tools, customizable templates, etc.
It helps you to manage customer inquiries, requests, and problems. It provides an easy way for both customers and employees to report issues or request assistance from other teams.
Create a knowledge base and a community forum to help your customers with the tool. Its AI assistant can help with managing workflows, chatting with customers, and improving support.
No. HappyFox does not offer free plans or a free trial. However, you can request a demo, and the support team will see if one can be created for you.
Mighty plan costs $39/agent/month, offering omnichannel tickets, knowledge base, Single Sign-On (SSO), etc.
Fantastic plan costs $59/agent/month for multi-branding, custom ticket queues, etc.
Its Enterprise and Enterprise Plus plans for $79 and $99/agent/month offer even more: asset and task management in Enterprise and agent scripting and all-time reporting history in Enterprise Plus.
8. Jira Service Management
Jira Service Management helps teams work together, stay on top of issues, and deliver great customer experiences. It is designed to manage the customer service and support needs of organizations of all sizes.
Using this tool, customers can submit tickets through many channels such as email, phone call, chat, web portal, and social media as well.
It helps you categorize and prioritize tickets, create custom workflows for different types of requests, and set up escalation policies for specific types of requests.
Jira Service Management offers dashboards and reports with all the information about the tickets in one place, helping you to analyze the performance of your service teams to drive efficient customer support.
Yes. Jira Service Management’s free plan supports 3 agents, unlimited customers, configurable workflows, analytics and reporting, knowledge management, etc.
Standard and Premium plans for $20 and $45/agent/month offer cloud support team, service status pages, etc.
Enterprise plan offers more features like Atlassian Analytics, Atlassian Data Lake, etc.
Kayako is a help desk ticketing system that can be used to manage customer inquiries and requests. It provides a ticketing system to track customer issues and helps in resolving them.
The good thing about Kayako is that it can be integrated with third-party applications like CRM or project management tools so that the information of the customers is automatically updated in other systems as well.
Kayako helps drive customer satisfaction and provides insights on improving customer service and has a web-based interface as well as compatibility with mobile devices. The software is available as an on-premise solution or as a cloud-based solution that can be accessed from anywhere at any time.
No. Kayodo does not support free plans but does come with a free 14-day trial for their paid plans.
Kayako has a simple pricing structure wherein it offers all features in a single plan for $60/agent/month. It does feel a bit costlier compared to other tools on this list, especially if you have a small team.
10. Mojo Helpdesk
Mojo Helpdesk is another cloud-based service that provides an easy and intuitive way to manage customer requests. It supports shared inbox with multiple channels such as chat, email, phone support, and social media, allowing your customers to get help using their convenient method.
Mojo Helpdesk allows lets you monitor tickets in real-time and keep track of what they have done for each customer inquiry. It also integrates with many third-party applications such as Slack, Jira, Zendesk, and more.
No. Mojo Helpdesk does not have a free plan. However, you can try it for free for 21 days.
Team plan costs $14/agent/month, offering ticket tracking, self-service knowledge base, custom forms, unlimited automation, time tracking, custom views, Single Sign-On (SSO), etc.
Business plan costs $24/agent/month and offers escalation rules, advanced security, phone support, and more.
Enterprise plan for $34/agent/month offers more features like advanced reporting, extra quotas, sandbox, etc.
Bonus: Vision Helpdesk
Vision Helpdesk can assign employees and agents to handle tickets, set up schedules, and track responses. You can create ticket templates for different types of requests, monitor ticket statistics, and set up schedules for support agents. It also offers an online live chat function for customers.
Vision Helpdesk provides a centralized place for all help desk tickets with simple workflows based on rule-based triggers. It also includes features for speeding up the process, such as auto-sending notifications, gamifying ticket handling, and a shared knowledge base to help boost customer support.
No. Vision Helpdesk does not have a free plan. A 30-days free trial is available.
Vision Helpdesk offers five plans with a varied set of features starting with Starter Help Desk at $15/agent/month.
Its Pro Help Desk and Satellite Help Desk plans cost $25 and $30/agent/month.
Pro Service Desk and Ent Service Desk plans cost $40 and $60/agent/month, respectively, with extra features. If you are looking for live chat, too, it requires extra licensing.
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