10 Best Support Ticketing Systems for 2024 (Free and Paid).
Whether you’re steering a small enterprise or a big company, if your small business revolves round customer support and interplay, adopting a ticketing system is a smart transfer, or on the very least, price contemplating.
These methods are greater than mere instruments; they’re very important lifelines for companies devoted to distinctive customer support and environment friendly help processes. The perfect ticketing system can elevate your help technique, remodeling each buyer interplay into an opportunity for development and constructing loyalty. If your purpose is to streamline and keep observe of buyer interactions, these methods are indispensable. In this publish, we’re excited to highlight the very best help ticketing methods accessible, each free and paid.
Do examine them out.
Overview:
Zendesk
The first in our listing is Zendesk. It is a good instrument created to cater to the necessities of shoppers, service brokers, and managers. It has a user-friendly interface that lets prospects increase their considerations or points by completely different platforms comparable to web sites, emails, cellphone calls, and even Facebook. Service brokers can view buyer particulars and take part in group discussions, whereas managers have entry to essential information and stories for evaluation.
Additionally, Zendesk can be utilized on Android and iOS gadgets.
Zendesk’s worth:
Zendesk begins at $19/month. Try a demo.
What we like:
- There are many choices for buyer engagement.
- The instrument helps quite a lot of file codecs for add.
- It gives a number of neighborhood themes and a function for international UI adjustments.
What we don’t like:
- There isn’t a lot flexibility for structural modifications.
- The ticketing system lacks a function for sorting.
- Integrations don’t help two-way synchronization.
Check out Zendesk
NinjaOne
Formerly NinjaRMM, NinjaOne’s ticketing system enhances IT help effectivity with its feature-rich platform. Its standout customizable ticketing system permits detailed device info show and fast actions like distant entry from the ticket, centralizing management and streamlining IT downside administration.
NinjaOne additionally optimizes IT group workflows by auto-filling ticket particulars, minimizing errors and saving time. Intelligent ticket routing directs points to probably the most certified technicians, making certain efficient downside decision. Additionally, options like messaging and exercise feeds foster group collaboration, aiding in environment friendly problem-solving.
NinjaOne’s worth:
NinjaOne doesn’t publicly show their pricing choices on their web site. However, they provide a 14-day free trial for these all in favour of making an attempt out their companies. For detailed pricing info, potential prospects can request a quote immediately from their pricing web page.
What we like:
- Provides proactive safety with efficient patch administration.
- Features a contemporary, easy-to-use interface.
- Offers sturdy product integrations.
- Efficiently displays IT belongings and networks.
What we don’t like:
- Challenging for customers with out superior IT information.
- Lacks sure options like cross-organization accounts and SAML SSO.
- Requires necessary two-factor authentication for adjustments.
Check out NinjaOne
Hiver
Hiver stands as a singular help ticket or helpdesk resolution that’s primarily based on Gmail, particularly designed for companies seeking to optimize their buyer help operations inside their present e-mail surroundings.
It permits efficient group collaboration and communication throughout a number of channels, together with e-mail, reside chat, and voice communication, all built-in throughout the Gmail interface. This integration creates a unified inbox expertise, which simplifies the dealing with of multi-channel help and boosts group productiveness.
Hiver’s worth:
Hiver begins at $15/consumer/month
What we like:
- Integrates easily with Gmail, easing onboarding and use.
- Improves dealing with of consumer emails and group communication.
- Automatically types emails to the suitable group member.
- Organizes shared inboxes and displays e-mail stream effectively.
- Enables shared mailbox use with prioritization and activity completion.
What we don’t like:
- Occasional glitches with pending emails not auto-opening on replies.
- No choice but to mark notifications as unread.
Check out Hiver
SysAid Helpdesk Software
SysAid is a versatile buyer help software program designed to assist customer support and IT teams deal with buyer issues successfully. Rather than manually creating and sorting tickets, this instrument mechanically categorizes, directs, and prioritizes tickets to the suitable teams.
Additionally, it supplies options that enable your help workers to resolve quite a few buyer points by way of a self-service portal. They may remotely connect with consumer computer systems and oversee IT assets by the service desk.
Read our evaluate on SysAid.
SysAid’s worth:
SysAid Helpdesk Software supplies a free trial. The Basic or Full Edition begins at $1211 per yr, which incorporates 500 belongings and 5 customers, or $1611 per yr for 1000 belongings.
What we like:
- Easy setup and configuration with out the necessity for coding.
- Efficient automation for sorting and directing tickets to the suitable assist desk.
- On-premise supply mode, enabling workers to answer buyer requests more shortly.
- The skill to remotely entry consumer machines to resolve points promptly.
What we don’t like:
- The free model has restricted choices. For more superior options, a paid subscription is important.
- While configuration is easy, the multitude of choices can overwhelm customers.
- Managing software program licenses will be considerably sophisticated.
Check out SysAid Helpdesk Software
Freshdesk
Freshdesk, a product of Freshworks, is among the many high help ticketing software program accessible. It even gives a lifetime free plan for 3 help workers members. In phrases of options and ease, it’s on par with Zendesk, and it is usually fairly user-friendly and straightforward to handle.
Freshdesk permits your prospects to submit grievance tickets with ease and equips your help workers with the mandatory instruments to deal with these complaints effectively.
Freshdesk’s worth:
Freshdesk can be utilized without cost, with plans starting from $15/month to $79/month.
What we like:
- Modern and feature-rich interface.
- Availability throughout numerous platforms.
- Workflow automation and a number of integrations.
What we don’t like
- Lack of SMS integration.
- The free plan is on the market however lacks many superior options.
Check out Freshdesk
Zoho Desk
Zoho Desk supplies a multi-channel customer support instrument that permits you to answer and comply with up along with your prospects. This instrument makes use of AI know-how to proactively type help tickets, and you may incorporate workflow automation to deal with repetitive duties.
Furthermore, you possibly can tackle buyer inquiries by way of e-mail, social media, chat, cellphone, and your web site.
You even have the choice to hyperlink your account with third-party instruments using REST APIs.
Zoho Desk’s worth:
Zoho Desk is free for as much as 3 brokers, albeit with restricted functionalities. Paid plans begin at $14/month.
What we like:
- The skill to combine with any web site by a easy widget.
- The functionality to observe your tickets and brokers immediately from the intuitive dashboard.
- The choice to work together along with your prospects throughout numerous platforms.
What we don’t like:
- The lack of simple scalability in response to elevated demand.
- The absence of a desktop app.
- The necessity for in depth customization earlier than preliminary use.
Check out Zoho Desk
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an intuitive instrument for IT and buyer administration. It boasts a plethora of superior options, together with multi-channel help suitable with almost all platforms, buyer account and get in touch with administration, a self-service portal for patrons, and a assist desk that gives complete info.
To receive pricing info, you possibly can enter your particular particulars and necessities to obtain a personalised quote. However, you may have the choice to check the service by way of a restricted free trial earlier than subscribing.
ServiceDesk Plus’s worth:
ManageEngine ServiceDesk Plus gives a free trial. After the trial interval, you possibly can request a pricing quote.
What we like:
- Ticket logging for finish customers, enabling them to trace the progress of their queries.
- Comprehensive administration of incidents, issues, and adjustments.
- Automated responses and a historical past of requests.
What we don’t like:
- The setup course of will be considerably complicated as a result of inadequate documentation.
- There will be delays in receiving updates.
Check out ManageEngine ServiceDesk Plus
Deskpro
Deskpro is an all-in-one helpdesk software program that delivers distinctive help experiences on your prospects or inside customers. It gives the pliability to host your helpdesk within the Cloud or On-Premise.
With Deskpro’s workflow-driven automation and prioritization instruments, you’ll by no means lose observe of tickets. Its complete ticketing help software program streamlines communication along with your prospects and/or inside teams by offering environment friendly and efficient options for routing and automating your every day communication processes. Deskpro permits you to join by a number of channels and handle all help interactions in a single intuitive interface, whether or not it’s for one model or a number of.
Deskpro’s worth:
Deskpro pricing begins at $29 per agent per 30 days.
What we like:
- Highly customizable and versatile to satisfy the particular wants of any group
- Ability to handle a number of manufacturers and departments from the identical interface.
- Intelligent automation instruments are included.
- Offers 24/7 self-service help by the Help Center.
- Real-time reporting with customizable stories for useful insights
What we don’t like:
- No free model accessible, though a 14-day free trial is obtainable.
- The in depth customization capabilities will be overwhelming for some customers.
Check out Deskpro
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Salesforce Service Cloud
Salesforce’s Service Cloud allows you to ship an environment friendly and customized buyer expertise. Customer brokers can entry all buyer information by a unified dashboard. Additionally, managers can optimize their gross sales group’s efficiency using apps and AI-powered insights.
Some of probably the most spectacular options of Salesforce’s Service Cloud embrace a service console with keyboard shortcuts and templates, environment friendly case administration with entry to complete buyer interplay information, service automation, analytics, and an intensive information base for brokers.
Read our evaluate on Salesforce Service Cloud.
Service Cloud’s worth:
The Essential plan begins at $25/consumer/month; the Professional plan at $75/consumer/month; the Enterprise plan at $150/consumer/month, and the Unlimited plan at $300/consumer/month.
Salesforce Service Cloud doesn’t provide a free plan, however all plans embrace a 30-day trial.
What we like:
- The skill so as to add or take away options based on your necessities.
- Efficient administration of the gross sales group and optimization of agent efficiency.
- Easy implementation and scalability to fit your wants with minimal coding necessities.
What we don’t like:
- The instrument is dear. You should pay for add-ons to maximise the platform’s utility.
- The interface is considerably cluttered, with considerably advanced navigation.
- It depends completely on the Salesforce database, which supplies you much less management over CRM upgrades.
Check out Salesforce Service Cloud
Hesk
Hesk is a free assist desk software program that may be utilized for buyer help or as an IT assist desk.
Its options embody the submission of help tickets by way of an online kind or e-mail integration (together with OAuth for Microsoft 365), group of tickets by class and urgency, computerized task to customers, response templates, customization, and reporting.
Hesk is provided with a fully-integrated information base that may provide self-help guides to customers both by a search operate or by mechanically suggesting related articles when a ticket is submitted.
Hesk’s worth:
The self-hosted model of Hesk is on the market without charge. The cloud-based model commences at $29.99 per 30 days for 10 help brokers.
What we like:
- It’s easy to arrange, customise, and function.
- Integrated information base (will be activated/deactivated or used independently).
- Available in over 30 languages.
What we don’t like:
- Absence of direct SMS integration.
- Lack of asset administration.
Tidio Ticketing System
Tidio is a complete buyer communication instrument that comes with a reside chat, chatbots, e-mail advertising and marketing templates, and a proprietary ticketing system. It permits the administration of all help requests in a single, organized, and environment friendly location.
With Tidio, you possibly can set up priorities, delegate duties, and revisit older conversations with out the necessity for any third-party instruments. This streamlines the method, making it more easy and pleasing for each help brokers and purchasers.
Tidio’s worth:
Tidio’s ticketing system is on the market without cost. However, paid plans that provide extra options begin at $17 per 30 days.
What we like:
- No coding required for simple setup.
- Simple group and customization of help conversations.
- Efficient dealing with of requests.
- A instrument optimized for teamwork.
- Availability of a free plan.
What we don’t like:
- The options of the free plan are restricted. To entry more superior choices, it’s essential to subscribe to a paid plan.
- The multitude of options and customization choices may be overwhelming for a brand new consumer.
osTicket
osTicket, the most well-liked open-source ticket system, is on the market in two variations: downloadable and hosted. The downloadable model is free and requires internet hosting by yourself server. The hosted model, marketed as SupportSystem, is a paid ticketing service that provides the reliability and safety of managed cloud internet hosting.
osTicket’s worth:
osTicket’s downloadable model is free.
What we like:
- Easy setup course of.
- Comprehensive documentation.
- Features for merging duplicate tickets and setting reminders for stale tickets.
What we don’t like:
- No cellular app availability.
- Basic ticket analytics.
Check out osTicket
osTicket Live Demo
Spiceworks
Spiceworks is a free software program suite designed for IT professionals and companies. It supplies quite a lot of instruments that streamline IT duties, comparable to a network supervisor, assist desk software program, and a question-and-answer discussion board. The assist desk software program is furnished with options like ticket submission by an online portal or e-mail, ticket group, automated ticketing duties, and a information base.
What we like:
- The skill to generate tickets from a number of sources.
- Comprehensive documentation and an intensive information base.
- The provision of a seamless workflow with wonderful customization choices.
What we don’t like:
- The desktop software is lacking many core functionalities.
- Integrations with third-party apps usually are not very clean.
- Notifications may use some enhancements.
Request Tracker
Request Tracker, developed by BestSensible.com, is a free (when self-hosted) and open-source problem monitoring system. It boasts a plethora of options comparable to a dashboard, relationship graphs, a mobile-optimized interface, time-tracking and reporting, PGP help for emails, branding and customized theming, and a information base, amongst others.
What we like:
- The web-based instrument is accessible from wherever.
- It is appropriate for each massive and small companies.
- The buyer help gives quite a lot of help plans.
What we don’t like:
- There isn’t any cellular app accessible.
- Customer help is just supplied for paid plans.
Vision Helpdesk
Vision Helpdesk is a multi-channel, web-based helpdesk software program. It distinguishes itself with distinctive options comparable to a Satellite helpdesk, Ticket billing, and Blabby. It additionally connects separate helpdesks to a central helpdesk. Its performance will be expanded with modules and app integrations, and it additionally gives a cellular model.
Vision Helpdesk supplies a free 30-day trial, with plans beginning at $12/month.
What we like:
- It gives multi-layered customization choices.
- Emails are well-organized and professionally structured.
- It is kind of reasonably priced for companies of all sizes.
What we don’t like:
- Third-party integrations usually are not seamlessly included.
- There are only a few ready-to-use configurations; many of the setup should be finished manually.
HelpSpot
HelpSpot is a complete, web-based assist desk software program. It gives a variety of options comparable to a centralized assist desk portal, ticket administration, filtering, automation, a mobile-optimized interface, buyer administration, time monitoring, benchmarking and efficiency reporting, and multi-brand help.
HelpSpot gives a free 21-day trial, with plans beginning at $14/agent/month.
What we like:
- Easy reporting by customized classes and sub-categories.
- Efficient workflow automation by a number of guidelines.
- It permits for organized buyer conversations and fast retrieval of ticket historical past.
What we don’t like:
- The UI is considerably outdated and infrequently buggy.
- The cellular app is usually a bit cumbersome to make use of.
JitBit Helpdesk
JitBit Helpdesk is on the market in two variations: Web-Based Help Desk and SaaS Help Desk. The former will be downloaded (upon buy) and hosted in your server, whereas the latter is hosted remotely in JitBit’s cloud and will be accessed by way of the net. It gives options comparable to a information base, reporting, asset-tracking, a customizable interface, limitless agent allowance, e-mail integration, and more.
Plans for JitBit Helpdesk begin at $1699/yr.
What we like:
- Efficient filtering for e-mail notifications.
- Clean and uncluttered interface.
- Detailed analytics and metric monitoring.
What we don’t like:
- It is kind of costly and doesn’t provide a free model.
- Automation for integrations is missing.
Check out JitBit Helpdesk
JitBit Live Demo
Kayako
Kayako supplies unified assist desk help and a number of channels to over 30,000 organizations. Some of its options embrace ticketing by the helpdesk or e-mail, ticket routing and prioritization, stories, suggestions, and rankings.
Plans for Kayako begin at $30/month.
What we like:
- User-friendly interface with an intuitive UI.
- An spectacular ticketing system.
- Visibility and SLA administration.
What we don’t like:
- Generating stories will be difficult.
- Customer help could possibly be improved.
- It is kind of costly for small to medium-sized companies.
Check out Kayako
Kayako Live Demo
Bonus: Ticket Systems for CMS
Support Genix (WordPress)
If your goal is to boost buyer help immediately out of your WordPress dashboard, Support Genix is the best alternative. With its strong WordPress ticketing system plugin, you possibly can swiftly generate and handle help tickets. The switch function facilitates simple motion of points between departments or teams as wanted.
For companies with a quickly increasing buyer base, the Genix Support ticket plugin is right for managing all buyer inquiries. Consequently, this exceptional WordPress Support Ticket Plugin can handle every little thing from a single location.
Support Genix gives each a free and a professional model, with the professional model offering extra options and help. The most economical Personal bundle is priced at simply $29/yr, which incorporates limitless tickets and enterprise e-mail piping. Alternatively, a one-time cost of $59 grants entry to comparable options with lifetime updates and help.
WordPress Advanced Ticket System (WordPress)
This ticket system is feature-rich and is available in two variations. The free model supplies fundamental ticketing options, whereas the premium model gives more options for dealing with buyer tickets more effectively. Features will be expanded using plugins.
Support Ticketing System (Drupal)
This is a ticketing system designed for Drupal. It gives fundamental ticketing options comparable to ticket creation, ticket task to customers, e-mail integration and notifications, ticket overviews, and ticketing exercise charts.
RSTickets! Pro (Joomla!)
RSTickets’s assist desk ticketing system for Joomla. It contains options like ticket creation and administration, computerized ticket task, efficiency administration, an built-in information base, custom-made e-mail messages, and a dashboard for fast entry to all buyer help areas.
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