14 Best IT Ticketing Systems and Software List Compared for 2025

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Written By: author avatar Hitesh Sahni Reviewed By: reviewer avatar Shankar Chavan
top it ticketing systems and software

What is an IT ticketing system?

An IT ticketing system is a solution that helps automate routine customer service tasks and lets IT service representatives manage support requests and complaints from start to finish.

IT ticketing system is expected to handle numerous support tasks at a rapid pace, including:

  • Service requests
  • Phone calls
  • Defective tools
  • Customer complaints

If your team is still relying on legacy solutions like Outlook to handle these tasks, you’re not just leaving money on the table, but also spending more on keeping additional IT support technicians.

As your business expands, investing in the right ticketing system becomes crucial. So, your support tasks can be carried out without any issues, especially in this age of information technology (IT).

With that in mind, in this guide we compared the best IT ticketing systems or software to assist you in selecting the ideal one for your business.

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What Features Should You Look for in an IT Ticketing System?

To pick the best IT ticketing system, look for features such as:

  • Unified shared inbox
  • Privacy and security
  • Performance reporting insights
  • The ability to scale
  • A self-help platform (knowledge base)
  • Automation capabilities
  • Compliance with industry standards
  • 3rd party integrations

When selecting a support ticketing software, it’s crucial to take into account your requirements as well as your IT technicians’ processes.

1. Unified Shared Inbox

As per a Commbox survey1, the customers frequently utilize help (ranked from highest to lowest) channels such as:

  1. Automated live chat (44%)
  2. Facebook (42%)
  3. WhatsApp (34%)
  4. Text messages (32%)
  5. Email (28%)
  6. Twitter (19%)
Different communication channels that customers use

So the capability to generate requests from numerous channels and turn them into tickets is among the important functions of an IT support ticketing system.

If you have a unified interface to see and handle every new ticket, your staff’s effectiveness will increase. And this centralized mailbox should allow you to:

  • Raise requests manually on behalf of customers, if needed
  • Utilize simple canned messages for frequently reported problems
  • Deliver an automated reply to the customer when they raise a query
  • Upload documents
  • Store previous chats and calls in the same case to retain information
  • Avoid overlapping responses from multiple representatives (aka collision detection)
  • Work on a ticket as a team (for example, by adding internal comments)

2. Privacy and Security

A Pew Research survey found that 79%2 of participants have high or moderate levels of worry about the way brands utilize their information.

In IT ticketing software, critical customer data is often associated with the cases.

For example, a customer may have to share a password for an agent to look into a problem. That’s why a support center must be able to keep delicate information safe.

You can either go for in-house deployment or web-based support ticketing software. Although both systems have advantages and disadvantages, data protection is a priority in each scenario. So when evaluating IT support desk systems, look for the following key security functions:

  • IP-based permissions to make sure no one except your team can access the backend
  • Data encryption to secure critical information
  • Restriction of access to specific users and their rights in your company
  • Screening for malware and other malicious attachments
  • SSL certification for web-based software

3. Performance Reporting Insights

When it comes to IT help, the speed of support matters a lot. This is why the majority of customer service agents have SLAs (service level agreements) they must adhere to.

And good IT ticketing software comes with robust analytics features to let you see right away whether your support agents are matching up those SLAs.

For example, it offers live insights about the number of issues resolved and the average handle time.

Plus, your support desk system should allow you to gather buyer feedback and assess customer satisfaction, whether through NPS surveys, CSAT surveys, or other means.

4. Ability To Scale

What happens when your business expands? If your team doubles or triples, what will be the expense?

When selecting an IT ticketing software, you may need to take into account its scalability potential. Consider factors like the upper limit on users allowed, storage capacity, and the number of buyers you can handle on the system. And see how the pricing changes when there is a shift in these factors.

5. Self-Help Platform

Another important capability is creating self-help platform for your buyers as well as the IT support team. This is because it benefits both. Here’s how.

For customers

69%3 of buyers want to solve their issues independently prior to taking assistance from support staff.

When you provide an external knowledge base, you enable your users to resolve frequent issues on their own. This results in fewer low-urgency requests for the support desk and its representatives.

A knowledge base made with Heroic KB

Overall, it creates a unique scenario where everyone wins. Buyers are happy to address frequent issues on their own, which lowers the number of support requests and your customer service expenses.

You can utilize an external knowledge base to post common customer queries, news on offered goods and solutions, and how to handle errors.

Users should be able to easily search or scan the knowledge portal by topics and keywords. This way, they can avoid submitting new requests and get instant access to the data they want.

For IT technicians

An internal knowledge base enhances the productivity of your IT service representatives as it empowers them to find answers on their own. So they can quickly locate solutions when performing their tasks.

Your team will cherish the convenience of finding the required information without wasting time. Plus, it can greatly benefit support desk representatives when handling service queries.

Internal documentation lets your team build SOPs for ticket management, troubleshooting guides, and standard protocols.

6. Automation Capabilities

The majority of IT ticketing software enables you to set up rules and triggers to modify the status, level of importance, and other ticket parameters. Also, you can create an automated reply to send to buyers as a confirmation of their request.

Auto Responder feature in ticketing software

Certain IT ticketing software can also let you create automated workflows. For example, you can classify and prioritize support requests depending on factors like email address, subject of the email, and words used in the ticket.

Using such a feature, you can set up a trigger to categorize requests arising from a particular email address. Then, allot those requests to your most qualified agents.

7. Compliance With Industry Standards

Another important consideration is the market regulations and standards that must be met. For example, if you are in a medical business, your support desk must adhere to HIPAA guidelines. And if your business needs to be in compliance with ITIL, your support desk must meet these standards.

In light of this, consider these requirements and include them in your IT support desk evaluation criteria.

8. Support for 3rd-Party Integrations

When working in a big firm, integration with your existing software stack is a crucial factor to consider when selecting an IT ticketing system. For example:

  • Linking the service desk with your customer relationship management (CRM) system can provide you with a better understanding of buyers, including their purchasing patterns, online behavior, and preferences. This information will help your IT support team offer personalized assistance.
  • Connecting the service desk with your IT asset management software can enable you to detect defective tools or technology that has to be fixed or updated, allowing you to handle issues better.
  • Integrating the service desk with your issue-tracking system can let you be on top of debugging tasks.

The Best IT Ticketing Systems and Software

Here are the best ticketing solutions you should consider in 2025:

  1. Heroic Inbox
  2. HubSpot Service Hub
  3. ServiceNow
  4. Fluent Support
  5. Web Help Desk by SolarWinds
  6. JitBit
  7. Freshdesk
  8. Zendesk Support
  9. Spiceworks
  10. Zoho Desk
  11. ConnectWise
  12. Jira Service Desk
  13. HappyFox
  14. Request Tracker

We spend a lot of time researching and testing every listed ticketing software here, so make sure to spend some time getting to know about pros and cons of each system.

1. Heroic Inbox

Heroic Inbox ticketing software UI

Heroic Inbox is a top-notch centralized mailbox and supports ticketing software.

It’s a WordPress based plugin, allowing you to extend WordPress functionality and convert it into a robust help desk ticketing system.

The setup process is very straightforward and simple (any normal web user should be able to do it), and should take less than 15 min.

Once completed, you will have a robust ticketing system for a ⅓ of cost compared to similar SaaS ticketing systems.

The key feature of this system is that it allows you to manage your sales, customer service, collaborations, and additional mailboxes from a central location.

You can easily integrate it with your Google Workspace or Gmail account. And it will begin showing your emails on the dashboard, allowing you to reply to them from the same location.

If you have an online shop that uses WooCommerce, Heroic Inbox can pull a customer’s information from WooCommerce.

Key features:

  • Allows you to self-host your support desk, giving you complete command and rights to your information.
  • Heroic Inbox does not charge based on the number of agents. Every plan comes with unlimited users and ticket support. As compared to other systems that mostly follow the SaaS model, Heroic Inbox’s cost is reasonable and fixed.
  • With user access controls, you can assign specific permissions to an individual member and team.
  • Automatic email categorization, rules, and responses. Automated replies for support inquiries.
  • Strong collaboration capabilities with limitless members, comments, stored responses, templates, ticket allotments, and drafts.
  • Integration with WooCommerce, Easy Digital Downloads, GiveWP, and other tools.

Pros:

  • Easy to set up
  • Unlimited agent seats, discussions, and buyer information
  • Significantly cost-effective as compared to SaaS alternatives
  • 14-day money back guarantee

Cons:

  • Free plan or free trial not available
  • You take care of hosting and platform maintenance

Pricing:

Heroic Inbox comes at a price of $199 for 1 year. There is no restriction on the number of users, tickets, and conversations.

If you are looking to improve your ticking system, or moving away from a costly solution, this tool can be your best bet. You also get a 14-day money back guarantee with each plan. So, try it today!

2. HubSpot Service Hub

HubSpot Service Hub is an advanced support ticketing software that provides a comprehensive set of features.

With this software, you can integrate the information you have about your buyers and channels into one CRM software.

UI of HubSpot Service Hub help desk ticketing software

Support requests are connected with buyer data, simplifying the task of customer support agents. This is because they can check the customer’s previous communications with the business.

The Help Desk function of HubSpot generates a support ticket automatically whenever a buyer submits a form, emails an issue, or contacts via live chat.

On top of that, HubSpot offers analytical data to monitor your help desk staff’s efficiency. This includes KPIs such as how long it takes for reps to reply and the number of support cases. So, you get insights into whether the crew is fulfilling customer needs.

If the agents are falling behind, higher-ups can examine the operation of each agent and find out critical barriers stopping them from reaching company objectives.

Key features:

  • Record, arrange, and monitor buyer problems in a centralized location
  • Automate service requests
  • Organize tickets based on severity for prompt resolution of urgent problems
  • Generate data-driven insights for resolved requests, agent efficiency, and resolution time
  • Can be connected with HubSpot’s free CRM
  • Chatbots enable you to relieve your customer support staff to handle more complex buyer queries

Pros:

  • User-friendly configuration process
  • Comes with integrated real-time messaging functionality
  • Provides self-help alternatives

Cons:

  • The user interface can take time to load
  • The free package does not include basic automation capability

Pricing:

HubSpot Service Hub comes with a free package that includes essential functions. Its paid plans start at a monthly fee $20/per seat.

The cost can easily go over $100/month for a team of 4-5 members.

3. ServiceNow

ServiceNow is an IT ticketing software that can do more than record basic details about incidents.

The goal of this tool is to consolidate every IT process, ranging from DevOps, ITSM, and governance, into a single location.

Dashboard of the ServiceNow IT ticketing software

The platform is focused on improving productivity. For instance, it allows you to bring every one of your IT solutions, infrastructure, and tools into a unified control panel.

Other than that, it enables you to monitor selected performance indicators and establish custom operations for team members, buyers, and IT technicians. It can also function as project administration software.

Key features:

  • ServiceNow assists businesses in instantly discovering and solving issues with the help of round-the-clock AI technology.
  • Analytics reporting to get various types of insights. These could be in the form of pivot tables or bar charts, generated with the help of the NLQ (Natural Language Query) technology.
  • Troubleshooting and incident management
  • Configuration and asset management
  • Engaging reports with your chosen KPIs
  • Custom workflows a variety of IT protocols, including ITSM, customer service, and asset management.
  • Automated processes to track the status of operations resulting in lesser spending and higher performance.
  • AI-inspired mechanics to forecast, prevent and automate technical incidents by taking preventative measures that would reduce potential issues or fix them.
  • A vast selection of integrations and applications

Pros:

  • Live data-driven insights
  • Easy to set up out of the box
  • Minimizes expenses
  • Powerful AI features

Cons:

  • Can be hard to use for beginners
  • Low level of customization
  • Smartphone app could be better

Pricing:

ServiceNow offers tailored plans. You need to contact one of their sales executives for a tailored quotation for your business needs.

4. Fluent Support

Fluent Support WordPress ticketing plugin

Fluent Support is a powerful and fast customer support system designed for WordPress. It’s perfect for businesses that want a seamless support experience without the need to rely on external platforms.

It does not limit the user to an agent number or ticket number. You can add up to 500 business email pipes to streamline your multidivisional business. And in addition, automation gives your agent a boost in productivity.

This is the power tool for agents because of its advanced user management, reporting, automation, and AI-driven features. And that’s why over 8,000 businesses trust Fluent Support.

Key Features:

  • Unlimited Agents and Tickets: Fluent Support does not limit the number of agents or tickets you can handle, making it the most affordable choice for SMEs. Unlike many SaaS alternatives, Fluent Support offers everything out of the box.
  • Auto responders to acknowledge customer queries immediately from canned replies. It can close or even escalate a ticket without human assistance.
  • AI-Powered Assistance: The game-changing AI feature, allowing agents to generate accurate responses to customer tickets, fine-tune those answers, and quickly see summaries and tone analysis of the tickets. This helps maintain consistency in communication and speeds up the resolution process.
  • Customizable User Roles: You can assign different roles and permissions to each team member, ensuring that everyone has the right level of access as per the responsibilities.
  • Intelligent ticket assignment feature to route tickets to the right agents based on their expertise or workload
  • Easily integrates with popular WordPress plugins like WooCommerce, Easy Digital Downloads, TutorLMS, and 20+ more.

Pros:

  • Easy to set up and use
  • Unlimited agents, tickets, and customer interactions
  • Cost-effective, especially compared to SaaS models
  • Regular updates and active community support
  • AI features for enhanced productivity and communication quality

Cons:

  • There is no knowledge base out of the box.
  • Hosting and maintenance are your responsibility.

Pricing:

Fluent Support is available for $129 per year, covering unlimited agents, tickets, and customer interactions for one website.

This includes regular updates and access to their support community. You can choose other available plans as per your requirements.

5. Web Help Desk by SolarWinds

SolarWinds Web Help Desk is specifically created to manage asset management and buyer questions. If you require IT ticketing software for internal assistance, SolarWinds has a separate platform named Service Desk.

Ticket details in the Web Help Desk service desk

With that in mind, Web Help Desk is also a downloadable software that can handle service requests, IT resources, and change management inquiries.

An outstanding function of the Web Help Desk is the “SLA breach approaching” option, which lets you create SLA notifications. For instance, “If a support request remains untouched for 30 minutes, alert the team leader.”

Key features:

  • Straightforward UI that is easy to navigate. It is adaptable to mobile devices, and you can quickly find what you need
  • Track parameters such as average response time, customer satisfaction, and agent satisfaction.
  • Support request coupling for smooth handling of connected requests
  • Direct API connection with LDAP and Active Directory
  • Set up automatic feedback questionnaires
  • Compatibility with external software for IT asset management
  • Features to conduct customer polls to collect feedback

Pros:

  • Simple to install
  • Easy to browse UI
  • Report scheduling is easy and comes with past data

Cons:

  • Issues with tracking installation licenses
  • Does not provide default report selection

Pricing:

SolarWinds Web Help Desk offers a 14-day free trial that you can download from the website.

If you don’t have the necessary back-end hardware, you can see online demos to get a feel of the product.

Pricing begins at $410 for every technical install and support. There is no restriction on the number of agent seats.

6. JitBit

JitBit is an IT ticketing software that provides cloud and self-hosted options with an emphasis on minimalism. But this doesn’t imply that the IT ticketing system is lacking in essential features.

Beneath its simple design, there are robust automation rules. These features enable you to set up auto-responses, assign agents to service requests, and put deadlines on support cases.

Unanswered ticket section in a help desk made with JitBit

Jitbit is pre-equipped with connections with 3rd-party software like Github, Slack, and Jira. Furthermore, it can be linked to Zapier, providing access to over 500 additional applications. Or you can utilize the REST API to create specific software connections.

Key features:

  • Automation functionalities in the support desk
  • Support desk application for smartphone
  • Support for SSL protocol
  • Asset management

Pros:

  • Simple user-friendly interface
  • Cloud and self-hosted options
  • Mobile application for both Android and iOS devices
  • Automation features to auto-responses, assign agents to service requests, and put deadlines on support cases
  • Huge list of integrations

Cons:

  • Customizations can be limited if you are used to having many options
  • Limited reporting capabilities

Pricing:

JitBit SasS (hosted) plans starting at $29 /month for 1 agent, which include all the features.

Based on many businesses, you will at least need a Startup plan which will cost you $69/month which supports 4 agents.

7. Freshdesk

Freshdesk is an online IT ticketing software that brings every essential IT support function in a single platform. The feature-set changes depending on the package, but each package has support ticketing, teamwork tools, social media integration, and analytics capabilities.

Tickets section of Freshdesk ticketing system

A particularly useful aspect of Freshdesk is the contact management hub. Here, people and businesses are linked to support requests, simplifying the handling of communication.

Representatives and supervisors can quickly identify pending service requests according to several factors to make sure every problem is handled promptly.

Also, note that Freshdesk is not designed for IT service management. They have separate IT service desk software for this purpose, known as Fresh Service.

Key features:

  • Automation and task allocation depending on agent skills in premium packages
  • Staff data panels allow you to keep track of crucial performance indicators
  • Gamification functionality to encourage help desk representatives
  • Advanced security measures, such as network and IP restrictions, along with SSL certificates
  • Individuals and enterprises a consolidated support ticketing platform for handling support requests
  • Provide support across various avenues like chat messages, website portals, emails, and social media platforms
  • Performance reporting and data-driven insights

Pros:

  • Easy to operate
  • Strong API connections
  • Good customer support
  • Includes SLA capabilities

Cons:

  • The mobile app is not as extensive as the desktop app
  • May not be cost-effective for small companies

Pricing:

Freshdesk provides four premium packages and a 21-day free trial on every package. It offers a free version for a maximum of 10 users. Premium options begin from $15 a month/per agent (when billed annually).

8. Zendesk Support

Zendesk Support is a component of the Zendesk package, serving as a help desk. Created for standard customer support operations, it lacks IT-oriented functionalities like asset management.

Ticket reply in Zendesk IT ticketing system

On the other hand, this IT ticketing system excels in assisting through various avenues. The service requests can be submitted from a variety of channels, including social media platforms.

Among its strong points is the capability to execute rules. For instance, support staff can activate a particular automatic process when there’s an update in a support case’s properties.

Another Zendesk feature, Views, might also be useful as it lets you identify support requests according to specific factors.

Key features:

  • Adjustable displays and ticket expiry dates
  • Flexible analytics reporting with custom parameters to generate desired insights
  • Conditional and editable service request fields for customers to fill up
  • Agent collision detection

Pros:

  • You can set up many brands
  • Comes with a smartphone app
  • Simple to operate
  • Easy to install

Cons:

  • When compared with other CRM software, Zendesk is a bit costly
  • No free plan
  • How tickets are organized could be better

Pricing:

Zendesk help desk comes with a free trial and three packages to cater to companies of different scales. Suite pricing starts at $49 per agent/month.

9. Spiceworks

Spiceworks is extremely flexible free IT ticketing software. Based on your requirements, you can expand it with a wide range of IT applications for activities and operations.

These could include asset management, virtual assistance, and network surveillance.

Dashboard of Spiceworks IT ticketing software

Spiceworks provides on-site and cloud options, along with smartphone applications for iOS and Android devices.

For people looking to communicate with colleagues and share knowledge, there is a big and well-known Spiceworks forum. It consists of network architects, system administrators, and similar IT experts.

Key features:

  • Supports unlimited customer cases
  • Mobile application for both Android and iOS devices
  • Free and flexible IT support desk system
  • Supported by ads that are shown in the software
  • Support request forms can be modified for different situations
  • Unlimited support cases, and connected machines

Pros:

  • User-friendly experience
  • In-depth data analytics
  • It is totally free

Cons:

  • Incompatible with Linux-based devices
  • Email capability may have issues

Pricing:

Spiceworks stands out from other support desk systems by offering all of its features for free. The software makes money by showing advertisements in the background endorsed by various IT service providers.

10. Zoho Desk

Ticket conversation in Zoho Desk’s help desk software

Zoho Desk aims to aid companies in providing top-notch customer support. It has features and capabilities that offer beneficial reporting and increase the company’s efficiency.

This help desk system lets the customer service leaders identify the root causes affecting the efficiency of their customer support team.

Key features:

  • Capability collects customer complaints from various channels, transforms them into support requests, and puts them all in one place for easy access.
  • Automation of repetitive tasks.
  • Zoho Desk monitors important indicators and provides your support staff with recommendations for improvement.
  • Tailor the look and feel, along with features of your support ticketing system
  • Zia is Zoho Desk’s artificial intelligence (AI) based online agent that aids in customer support. Zia engages with customers, analyzes queries, and recommends answers available in the information hub. It even evaluates support tickets to detect important factors such as customer sentiment.

Pros:

  • Ticket management is simple
  • Can be tailored as per requirement
  • Good for monitoring discussions with collaborators on various channels

Cons:

  • Customer service is provided on pre-booked time slots
  • Limited 3rd-party API connections
  • The tool sometimes takes time to open

Pricing:

If you choose to pay annually, the pricing of Zoho Desk is between $14 to $40/user/month. There is a free version, but it comes with limited features. Zoho Desk offers a 15-day free trial and provides help if you are switching from other software.

11. ConnectWise

ConnectWise goes beyond being simply an IT ticketing system. It is a complete enterprise workflow automation software created for businesses that require overseeing multiple service processes within an online platform.

Contacts in Connectwise IT support software

Aside from help desk software, ConnectWise contains numerous additional features such as task administration, timesheets, data analytics, invoicing, and product sourcing.

For extra capabilities, it can also be modified with any of the over 300 API connections. Its adaptable contract administration allows you to manage several work agreements effortlessly.

Key features:

  • Wide range of ticket submission channels. Including on-site support, voice calls, email messages, or instant messaging
  • Support desk and IT ticketing software
  • Time tracking and data-driven insights
  • Product billing, procurement, and shipping
  • Public API and over 300 3rd-party connections
  • Scheduling and dispatching capabilities
  • Get high-level overview of your tasks, automated processes, and a clear allocation of roles and duties

Pros:

  • You can connect data from multiple channels
  • Good handling of basic operations
  • Wide range of functions

Cons:

  • Setting up the UI can be difficult
  • Ending your agreement is a time-consuming process
  • Data analytics needs improvement

Pricing:

The pricing for ConnectWise is determined on a case-by-case basis, but you have the option to request a real-time demonstration to observe the software’s functionality.

12. Jira Service Desk

Jira Service Desk is one of the best software for customer service and IT service management.

Since it was created by Atlassian, it integrates smoothly with their well-known task management program – Jira Software.

Jira service desk interface

You can expand the service desk with over 350 external integrations. These consist of software for conducting questionnaires, handling customer relations, asset management, and various IT-oriented activities.

The program also has robust automation functionalities that allow you to optimize operations such as request routing and level-one alerts.

Key features:

  • Many automation opportunities for project management
  • Jira Service Desk’s UI is easy to navigate and responds speedily
  • Redundant process automation
  • SLA features
  • High-caliber data center
  • More than 350 extensions on Atlassian Marketplace
  • Customer satisfaction analytics (CSAT)

Pros:

  • Can connect with messaging platforms
  • Enables smart form building with minimal or zero programming
  • Excellent app store
  • Tight connection with the rest of the Jira applications

Cons:

  • Does not offer integration with social networking platforms without external plugins
  • Additional licenses are needed for connecting with other authentication tools
  • Lacks asset register

Pricing:

Jira Service Desk offers a 7-day free trial for a maximum of three agent seats to let you take a test run of the platform before you commit to a paid plan. Premium packages start at $47 monthly per agent.

13. HappyFox

Pending tickets tab of HappyFox customer service platform

HappyFox’s support ticketing platform is popular for its uncomplicated UI and fast installation.

The system connects with multiple touchpoints to collect support requests and efficiently arranges them on its service desk queue.

Cases are automatically routed to active service reps or designated teams, and if required, you can escalate them to subject matter experts.

It even has a self-help platform connected to a documentation center and an AI-powered assistant. This assistant handles common questions, lowering the workload of your service agents.

Key features:

  • A wide range of API connections lets you integrate with single-sign-on (SSO) solutions
  • Agents and buyers can submit service requests through various channels. These include email messages, direct calls, and social networking
  • State-of-the-art automation instructions for the case management workflow, enhancing its function.
  • AI-powered chatbot, AssistAI, to solve queries so that you do not need to assign a service rep

Pros:

  • Has a flexible UI
  • Seamlessly connects with Slack
  • Straightforward multi-stage ticket management
  • Exceptional and entirely free educational materials

Cons

  • Social media integrations are limited only to Twitter and Facebook.
  • Features like service level arrangement and asset management are included only in the enterprise plan.

Pricing:

HappyFox subscription packs start at $29 monthly per agent. HappyFox recommends that the prospects first ask for a demo. Once HappyFox understands the requirements, they offer a trial account where you can install and set up your proof of concept.

14. Request Tracker

Request Tracker is an open-source, free ticketing system that lets you monitor support cases and handle operations.

Its web-oriented UI is fully adaptive, allowing tickets to be available on a mobile or computer.

Request Tracker help desk ticketing program

It is a safety-compliant software that includes full PGP compatibility for the encrypting, deciphering, and signing of documents.

In contrast to other IT ticketing software in this article, Request Tracker doesn’t have a superior user interface. Its UI might appear old to certain individuals.

Key features:

  • Reply to customer requests anywhere with an email application or a smartphone browser
  • Timesheets and analytics reporting functionalities
  • Premium service packages are available
  • Lack of Service Level Agreement capabilities and support for dynamic documents

What Are the Best Ways To Optimize Your IT Help Desk Ticketing Process?

The best practices for optimizing your IT help desk ticketing process include creating focused teams, establishing SLAs early on, having a self-service portal, categorizing tickets on submission, conducting customer surveys, and ensuring that handoffs include customer history.

Now that we have assessed the leading IT ticketing systems available today, let’s look at an overview of methods to improve your IT support desk.

1. Begin With an Audit of Your Current Process

When planning and deploying a ticketing system, most businesses assume that they need to start from the beginning.

But the good news is that you don’t need to start from scratch.

A better way is to align your support ticketing software with your current workflow. This way, the solution you deploy will actually enhance your support operations instead of disrupting them and wasting precious time and resources.

2. Create Focused Teams

Having your entire IT support team constantly switch between system architecture, device maintenance, and change requests is not ideal.

Alternatively, you can create dedicated departments that handle groups of connected activities. This lowers pressure and lets your service desk staff be more focused.

3. Establish SLAs Early

Service Level Agreements (SLAs) aid you in clearly laying out the requirements of end users and also assessing the service quality of representatives.

Benefits of service level agreements for IT support

To fulfill your SLA commitments, ensure that you have a sufficient number of representatives to manage all incoming help tickets and that your IT ticketing software has the adequate ability to assist your support department.

4. Have a Self-Service Portal

According to Salesforce Research, 68%4 of customers would choose to utilize self-help mediums – like knowledge bases or self-service portals – for basic queries or problems.

Needless to say, you should encourage self-help by releasing plenty of documentation on your knowledge base.

Ensure it is simple to raise a support request and that there is an intelligent search bar capable of allowing buyers to locate all the details related to their problem.

A knowledge base self-service portal

5. Categorize Tickets on Submission

To quickly resolve tickets and decrease human labor, set up automation triggers that allocate a particular kind of query to a particular representative or division.

You can do this based on the source of the ticket, the words used in the query, or the category chosen by the customer.

6. Conduct Customer Surveys

Data analytics reporting provides useful information, but reviews from your buyers give you a holistic view of the real insights.

7. Encourage Transparent Communication

Even if your customer service agents are working hard on resolving customer issues, it wouldn’t matter to customers if they’re not kept in the loop.

On the other hand, transparency is the key to keeping them engaged. When they are constantly kept aware of the current status and efforts being taken on their tickets, it pacifies them and strengthens their trust in your business.

8. Train Your Customer Service Agents

Nothing is more embarrassing than a customer contacting support and realizing that they know more about the product than the agent who’s supposed to help them.

So make sure you regularly train support technicians on the new and updated features of your products and services.

Frequently Asked Questions

What is the difference between an IT help desk and an IT service desk?

“IT service desk” and “IT help desk” are often considered the same. But technically, they refer to two different ideas.

A service desk focuses more on providing manual help to workers and buyers. According to the ITIL guidelines, a service desk is “the primary source of contact between the company and those who use the company’s solutions.”

On the other hand, IT help desks initially emerged in the 1980s and served merely as a medium for documenting and fixing incidental issues as and when required.

The distinction between the two becomes even muddier if your IT division also serves as your customer support team. Luckily, the majority of IT support desks can provide support to both workers and customers.

How does a ticketing system work?

The ticketing system captures customer issues and categorizes them based on the nature of the request or the department responsible for handling it.

Each ticket created is assigned a unique identifier, which helps track the ticket’s status, history, and communication.

Who needs a ticketing system?

Any organization that provides customer support services, regardless of size or industry, can benefit from a ticketing system.

Whether it is a small business or a large enterprise, a help desk ticketing system provides a centralized platform for managing customer inquiries and requests, improving customer experience, increasing productivity, and enabling better team collaboration.

Final Thoughts

If you’re serious about enhancing your company’s support operations, selecting an appropriate ticketing system is a crucial decision.

All options mentioned above are capable of managing a wide range of IT ticketing projects. They allow you to handle support cases, assets, buyer inquiries, and workers’ problems all on one software.

In many cases, you just don’t require an all-in-one solution. If you don’t need too many bells and whistles, you can follow a modular approach. Use multiple IT customer service tools, each of which excels in a different area of IT services.

Heroic Inbox, for instance, prioritizes delivering excellent ticketing support through shared inboxes. And it can be incorporated into your overall customer service setup along with other software.

For example, Heroic Inbox can be used with Heroic KB (our home-grown knowledge base software) to receive the most for your investment, obtain a streamlined interface for representatives, and deliver quick self-help and human assistance to buyers.

Mentioned Resources in This Guide

  1. Survey of Top Communication Channels Most Used by Customers by commbox ↩︎
  2. Americans and Privacy: Concerned, Confused and Feeling Lack of Control Over Their Personal Information. A Pew Research survey ↩︎
  3. Zendesk Customer Experience Trends Report ↩︎
  4. State of the connected customers by Salesforce Research ↩︎

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