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13 Best IT Helpdesk Ticketing Systems You Must Try [2021]


Discover the best help desk software for service desks and IT ticketing systems. Cheap and powerful systems that integrate well and deliver fast responses.

Best IT Helpdesk Ticketing Systems You Must Try(1)

If you have an online presence, work in a B2B organization or want to build a profitable online business especially in the tech space, then you’ll need a system to help you quickly attend to both customer and staff inquiries or complaints. 

Generally, your tech support or customer help desk is the first point of call for any major issues that need resolving. Without a system to properly track all issues, you may end up spending a lot of money on support staff without maximizing productivity. 

IT helpdesk ticketing software will help you streamline and properly file all staff complaints and tech support issues. It’ll create a digital record of whatever problem was reported and alert the IT professional in charge. 

There are lots of options in terms of IT helpdesk ticketing software. We’ll take a look at a few great options and compare them based on features, pricing and value for money. Let’s get started!

The Best IT Helpdesk Ticketing Software

There are lots of excellent options when it comes to IT helpdesk software. Some are better suited for customer service while others are better for IT asset management. We take a look at the top 13 below.

1. Spiceworks

Best Free In-house IT Ticketing Help desk for Tech Based Organizations.

Spiceworks is the best Free In house IT Ticketing Help desk for Tech Based Organizations

Spiceworks is a popular brand for all things IT. The platform provides one of the largest marketplaces for technology vendors. Its free IT Help desk ticketing software is designed more for in-house use within organizations as opposed to customer facing support. 

The software gives you a lot of customization freedom allowing you to tweak it to serve your needs. Apart from its easy customizability, you can integrate it with lots of tech support apps that will improve tasks like managing inventory, remote support and even network monitoring. 

Another impressive feature of Spiceworks, is its community support. The community has a large following made of system administrators, network engineers and other IT professionals that are constantly sharing ideas, expert advice and solutions. 

Spiceworks has multiple versions. You can install the on-premise version directly from which you can choose the Linux or Microsoft Hyper V option. However if you’re looking to deploy the software over multiple locations, the cloud-based version is also available. 

You can even track tickets and support requests on the go with their mobile apps which are available for iOS and Android. Other impressive features include

  • Quick ticket responses with private comments.
  • A customizable user portal where users can submit and track the progress of their tickets.
  • Tickets rules so you can automate who handles what.
  • Roles-based permissions to control information access.
  • An intuitive dashboard to track team performance metrics.
  • Individual sites and user portals for multiple locations that can be linked to one master help desk. 

The great news is Spiceworks is completely free. Thus if you’re looking for software to manage your helpdesk and provide ticketing in the time being while you grow your business, Spiceworks is a good option.

Pros

  • Free to use
  • Allows multiple users from different locations
  • Customizable user portal so customers can see ticket progress
  • Multiple operating system support (both Linux and Microsoft)
  • Cloud and downloadable versions available
  • Mobile apps to track productivity on the go.

Cons

  • Multilingual agent support not available 

Spiceworks is free to use. You can get started by downloading the software here.

2. HubSpot

Best for IT Helpdesk Software for Small to Medium Businesses

HubSpot is the best for IT Helpdesk Software for Small to Medium Businesses

HubSpot has built its reputation as a great resource for free tools, content marketing gems and a free CRM tool that you can easily integrate into your WordPress site. What it’s not known for as much is its impressive Service Hub IT helpdesk software. 

Their Service Hub software provides the perfect one-on-one support experience that’ll keep your users and/or support team happy and productive. You’ll have the option of creating multiple unique email aliases for specific department support or even a resource library

The resource library here will serve as your knowledge base and can have internal documents to guide all the members on your customer care or tech support team. 

You can even get access to HubSpot’s customer feedback tools which let you run surveys and track how happy your customers are with your service. 

So how does HubSpot work? The platform simply turns any pending requests into tickets that are then queued up for attention. 

Because the platform has built-in automation,several integrations and runs on HubSpot’s impressive CRM, you’ll have maximum efficiency and better depth with every client conversation. 

Thus your support team can quickly fix and respond to queries faster, keeping your business running while delighting your customers. Some other impressive features of HubSpot’s IT Helpdesk software include 

  • Team emails that get can be linked to a conversation box or turned directly into a ticket.
  • Simple automation with internal notifications when a ticket’s status changes.
  • Canned snippets which include a bank of reusable answers for frequently asked questions. 
  • Meeting scheduling to automate meeting schedules with customers without back and forth emailing. 
  • Tickets closed, rep productivity and time-to-close reports
  • Insights dashboards
  • Video hosting and management for easy customer access and much more!

Pricing

Hubspot has three plans designed to suit businesses of different kinds. 

HubSpot Pricing Plan

For small businesses, the Starter plan bills at $50/month and provides all the basic features of the software for two paid users including conversational bots, calling, team emails, live chat and meeting scheduling. 

For medium to large businesses, the Professional plan bills at $400/month and gives you everything in the Starter plan for 5 paid users plus ticket routing and status, task automation, ticket pipelines and customer surveys. 

For large and well-established businesses, the Enterprise plan is a good fit and starts at $1,200/month for 10 paid users and gives you everything in the Professional plan plus hierarchical teams, user roles, custom objects, Slack integration and much more. 

All plans come with a 10% off discount if you subscribe to annual billing. 

Pros

  • Both cloud and downloadable versions available. 
  • Track ticket status from mobile apps
  • Available for free
  • Multiple operating systems/ server support

Cons

  • Software may be overwhelming for beginners and small businesses.

Get started with Hubspot for free.

3. ProProfs Helpdesk

Best User-friendly All-Round Helpdesk Software for Customer Service for Small Businesses. 

ProProfs Helpdesk is the best User friendly All Round Helpdesk Software for Customer Service for Small Businesses

If you’re looking for a well-rounded, one-stop shop solution to ticketing, live chat and tech support, then ProProfs is your ideal solution. The platform offers a Round-robin based ticketing feature that lets any logged tickets get evenly shared among active agents and departments. 

Hence, all tickets will get more timely resolution and there will be a more even distribution of workload. Again, the shared ticketing feature means shared inboxes which means easier collaboration between departments. 

Your sales team will see what your help team’s most frequent complaints are and work together to provide faster solutions. ProProfs has a clean user interface, making it easy for agents to attach tickets, circulars and forward complex issues under the right index. 

Other perks include internal integrations with its native ProProfs Live Chat, Survey Maker and Knowledge Base all geared at helping you provide a total support experience. After, you can access how pleased your customers were using CSAT and NPS surveys

Again, you’ll be able to better track your team’s productivity both as a group and on an individual basis. You can also compare your overall performance with your service level agreements, monitor ticket response speed, handling time and even ratings

Other impressive features include 

  • Automatically send tickets to needed departments
  • Label tracking and prioritization
  • Discuss tickets before responding
  • Pre-written responses and automatic notifications
  • Self service and live chat
  • Smart reporting with analytics to monitor both team reporting and customer satisfaction levels. 

Pricing

ProProfs offers three pricing plans each if you choose either the helpdesk service only, live chat service only or both. You can test the service out with their free plan which is available across all plans and allows up to 100 chats/ tickets,1 paid user and 1 department. 

ProProfs Helpdesk Pricing Plan

The Essentials plans bills at $20/month per user and allows unlimited chats/tickets, 3 inboxes with 1 domain, up to 1 year of chat history, ticket rating and response, customer surveys, and roles/permissions. 

The Professionals plan gives you everything in the Essentials plan plus advanced reporting, unlimited departments, inboxes and domains, and advanced integrations with their Live Chat and Salesforce. If you subscribe to annual billing, you’ll get 15% off

You can start with a free plan or better still a free 15-day trial of their paid plans. Get started with ProProfs today!

Pros

  • Free plan and a free trial of paid plans available 
  • Even distribution of workload and tickets
  • Option to choose either helpdesk or live chat service alone
  • Analytics reporting including team productivity reports
  • Option to integrate with Salesforce

Cons

  • No downloadable versions available.

4. HappyFox

Best Customizable, Omnichannel Help Desk Software for Customer Service.

HappyFox is the best Customizable, Omnichannel Help Desk Software for Customer Service

HappyFox is your go-to solution for omnichannel ticketing and support desk software. The software allows you to create support tickets from your customers no matter where they log it from; be it social media, phone chat, web or email. 

As one of the leading omnichannel help desk software, HappyFox has a customizable support center through which your agents can get and create tickets. They can also create tickets via email. Any ticket created will be shown in a “Ticket List”. 

You can further classify tickets into unique categories for example sales, products, tech support and can be directed to the right department for appropriate response with the right workflow. 

There’s even the option to choose and customize the page layout with options like “Card View”, “Kanban” view or any view that will let your agents better understand how many requests are currently queued up. 

HappyFox has a well-populated app marketplace and allows you to integrate with popular third-party apps including Twitter, Slack, Salesforce, Shopify, Jira and many others. Thus whichever productivity apps you need to are easy to add with a button click. 

Other features include

  • Team collaboration tools to resolve tickets
  • HappyFox workflows for simpler cross -platform automations
  • Real-time customer support metrics and agent activity reporting
  • Multi-brand help and knowledge base
  • Whitelist agent IP addresses

Pricing

HappyFox has two sets of pricing plans,the agent-based pricing and unlimited agent pricing all of which you’ll need to reach customer care in order to get a quote. 

HappyFox Pricing Plan

Agent based pricing plans offer canned responses, multilingual agent support, SLA management, unlimited mailboxes, categories and tickets

If you choose unlimited agent pricing, you get everything in the agent-based pricing but tickets come with limits ranging from 10,000 – 250,000 per year. Ticket overage fees also apply running from $0.04 to $0.01. 

There’s an option for a free plan or free trial but you can request a demo by reaching out to customer support. Try out HappyFox today!

Pros

  • Multilingual agent support
  • Omnichannel ticketing and chat support
  • Large variety of third-party app integrations
  • Easy-to-use interface
  • Mobile app available

Cons

  • No free-trial or free plan to try out software

If you adopt the premium plan, HappyFox lets you create and manage assets within your organization, while linking them to tickets when relevant. Get started with HappyFox’s free plan today!

5. SolarWinds Web Help Desk

Best for SLA Management and ITSM for Tech Businesses.

SolarWinds Web Help Desk is the best for SLA Management and ITSM for Tech Businesses

As one of the premiere brands in IT help desk software, SolarWinds was first started in 2007 as an IT asset management solution. It has since evolved to include customer request support and help desk ticketing for employees as well. 

The SolarWinds Web-based IT ticketing software is a downloadable software designed to help you automate your ticketing process and reduce the likelihood of breaching your SLA. 

The software also helps you manage your IT assets and modify management requests where necessary. Their employee support based software is called Service desk

You can use their “SLA breach approaching” feature to create an SLA alert, for example if a ticket hasn’t been updated within a specified time frame, a notification should be sent to the group. This is one of their most outstanding features.

Other features include 

  • Custom reporting including options to report on technician performance, customer satisfaction levels and even further automate where you’d like the reports emailed to.
  • Link unlimited incident tickets to a main problem ticket (parent-child) ticketing so that closing a main ticket automatically resolves any sub-tickets. 
  • Send SMS or email alerts when tickets remain unattended to or unassigned. 
  • Automatically turn email support requests into tickets.

Pricing

In terms of pricing, SolarWinds Web Help desk gives you the option to pay for a perpetual license over a one, three or five year period after which you pay for additional support. You’d have to get in touch with their sales team to get a quote based on what you need. 

You can also buy the license for technicians at a one-time fee of $735 per technician with unlimited end-users. 

Pros

  • SLA breach approach feature 
  • Report customization and automation
  • Unlimited end users on both plans
  • Parent-child ticketing support

Cons

  • May have a steep learning curve for non-tech users

You can try out SolarWinds Web Help desk with a free 14-day trial.

6. Freshdesk

Best Cloud-based, Omnichannel Ticketing Software for Small Businesses.

Freshdesk is the best Cloud based, Omnichannel Ticketing Software for Small Businesses

Freshdesk offers you a comprehensive IT help desk ticketing solution that’s user-friendly and ideal for many different kinds of businesses. Freshdesk is more customer-centred than IT services inclined. 

Thus, if you’re looking for a help desk software that’s designed to help your IT department deliver better services, then their tool called Freshservice will be a better option. 

Freshdesk provides a cloud-based ticketing support system complete with automation and omnichannel ticketing support so you can respond to customer ticket requests no matter where they are logged from. 

An exceptional feature from Freshdesk is their contact management panel. This feature lets you associate contacts and companies with tickets so you can better streamline communication. 

In effect, your agents can prioritize outstanding tickets based on specific criteria which will allow for a more timely response. 

The amount of functionality you get will depend on your subscription plan, but regardless of the plan you choose you’ll have access to team collaboration tools, reporting, ticket management and social ticketing. Other features include 

  • Pre-formatted replies with canned responses
  • Avoid agent collision by preventing two agents from working on the same ticket
  • Custom ticket status and automated ticket actions
  • Omnichannel support via email, phone ,website, live chat, social media and Whatsapp
  • Service tasks and scheduling dashboards for assigning tasks so you can see what your team is working on at any point. 

Pricing

Freshdesk has two pricing categories, the Helpdesk option and the Omnichannel option. Each comes with its unique pricing. 

Freshdesk Pricing Plan

The Helpdesk option combines self-service, ticketing and reporting features and comes with four paid plans. The Blossom plan bills at $19/month per agent and gives you

  • Email & Social Ticketing 
  • Ticket Dispatch 
  • Knowledge Base 
  • Ticket Trend Report 
  •  Automations 
  • Collision Detection 
  • Marketplace Apps 
  • Helpdesk Report 
  • SLA Management 

The Garden Plan bills at $45/month per agent and gives you everything in the Blossom plan plus CSAT surveys, time tracking plus a multilingual knowledge base. 

The Estate plan bills at $69/month per agent billed monthly and gives you everything in the Garden plan plus custom roles, Round-robin routing, customer segments and multiple products.

Finally, the Forest plan gives you everything in the Estate plan plus skill-based routing ,audit logs, email bots and a sandbox for $125 per agent per month billed monthly. 

Their omnichannel plans have two price options; $99 per agent per month and $69 per agent per month respectively. This option is perfect if you want to offer phone support alongside chat, email and social media ticketing. You can get up to 20% off if you choose annual billing. 

Pros

  • Omnichannel ticketing including Whatsapp and phone support.
  • Multiple product support.
  • Multilingual agent support.
  • Agent collision detection feature for improved productivity.
  • Well-populated app marketplace.

Cons

  •  No mobile apps available

Freshdesk has a free plan with unlimited agents, email and social ticketing as well as ticket dispatch which you can get started with right away. You can also choose a 21-day free trial of any of its paid plans if you need more advanced functionality. 

Get started with Freshdesk today!

7. Zendesk Support

Best All-Round Choice for Customer Service-Based Helpdesk Software. 

Zendesk Support is the best All Round Choice for Customer Service Based Helpdesk Software

Zendesk is one of the most popular brands in CRM and customer help desk management. The company was established in 2007 and offers a full suite of tools for managing most aspects of your CRM and customer service support. 

While the software offers a full suite of customer service tools and even an internal help desk for staff, it doesn’t have features for more advanced IT support like change and asset management

With Zendesk, you get omnichannel support across all platforms, be it Whatsapp, Facebook messenger, or phone. The platform makes the entire customer support experience seamless for your customers, even to the point where they can leave a chat and come back to it later

An outstanding feature of Zendesk is how streamlined its implementation of workflow triggers. For example, if a ticket’s attribute or status changes, your agents can specify which automated workflow should be triggered. 

There’s also the Zendesk Views feature, which lets you set up specific criteria to filter your tickets. Other features include

  • Community support forum
  • A.I powered automated answers
  • A comprehensive live ticketing system
  • Data and file storage 
  • 1000+ apps with pre-built automation and integrations
  • Detailed analytics and reporting

Pricing

In terms of pricing, Zendesk follows the industry norm of two different pricing levels, Enterprise level pricing and standard pricing. Standard pricing starts from $49 per agent per month and comes with up to 50 A.I powered answers and a single help center. 

Zendesk Support Pricing Plan

The Suite Growth plan starts from $79 per agent per month billed annually and comes with multiple help centers, up to 100 A. I powered answers, SLA management, multilingual support, and a customer self-service portal

Finally, the Suite Professional plan starts from $99 per agent per month billed annually and comes with everything on the growth plan plus customizable and shareable dashboards, conversation routing based on your agent’s skill, and HIPAA compliance

Pros 

  • Omnichannel support including phone, SMS, live chat, email, and social media.
  • HIPAA compliance availability
  • Multilingual agent support 
  • A.I powered answers
  • Customizable dashboards

Cons

  • Doesn’t support advanced IT asset management and functions.

You can request a demo or sign up for a free trial of Zendesk.

8. ServiceNow

Best Enterprise Level IT Ticketing Helpdesk Software.

ServiceNow is the best Enterprise Level IT Ticketing Helpdesk Software

For large and rapidly expanding businesses with demanding customer service needs, then ServiceNow is your ideal solution. The platform offers enterprise-level ticketing solutions and workflows designed to exceed your expectations. 

Apart from allowing you to log incidents, it also lets you combine your IT operations under one hub, be it ITSM, governance, or DevOps. Basically, the goal is to optimize your entire help desk operation for efficiency

ServiceNow offers both customer help desk solutions and employee help desk solutions. You’ll have access to a virtual agent which is ServiceNow’s A. I powered chatbot to help both customers and employees get their issues resolved fast. 

One of Service Now’s unique features is its consolidated dashboard. This lets you bring together all your IT systems, networks, and software in one place where you can have a bird’s eye view of operations. 

You can track metrics and create custom workflows meant for your staff, your customers, or specific departments. This dashboard can even serve as your personalized task management system

Other features include 

  • SLA and customer interaction management
  • Guided resolution, multitasking and a configurable view for agents. 
  • Omnichannel support including phone, chat, messaging, web and in-person. 
  • Automated agent assignment based on who can best deal with what. 
  • Knowledge base for customers to find solutions on their own. 
  • Integration with popular third-party apps and custom apps

Pricing

ServiceNow doesn’t have outright pricing plans like some of its competitors, but it does offer a free demo. You’ll have to contact their sales team to get a custom quote. 

Pros

  • Virtual agents/ A.I chatbot for both internal and client-facing help desk system
  • Handles both ITSM and customer service management in one place 
  • Peer-led community support for both customers and employees alike. 
  • Supports both third-party apps and native apps. 

Cons

  • Software’s extensive features mean a steeper learning curve and onboarding process. 

9. ConnectWise

Best Business Management Software for Tech Service Provider Businesses.

ConnectWise is the best Business Management Software for Tech Service Provider Businesses

ConnectWise stands apart from other helpdesk and IT Ticketing software because it does much more than helping you solve issues and report incidents. It provides a complete suite of tools to help you automate your entire business with multiple workflows

Apart from its helpdesk and ticketing features, you can also get project management, time-tracking, report billing and security management all on the same platform. 

ConnectWise’s help desk allows you to provide top notch tech support even if you have no tech team of your own. You’ll get basic through advanced level support techs that have been trained and certified to solve any networking ,security or endpoint issues in a heartbeat.

Even better is the fact that you can white-label the ConnectWise team to provide customer service for your clients on your behalf, making it a perfect B2B customer support solution. 

Plus, the platform allows the same technicians to deal with each customer for better performance.

For businesses that handle multiple service contracts, ConnectWise offers a flexible contract management system so you can keep tabs on everything. You’ll get all this in addition to 

  • standard live chat, phone, and email support 
  • 300+ multiple app integrations
  • Certified and trained technicians in over 24 IT fields including Microsoft, Cisco, CompTIA, Linux, and Oracle. 

Pricing

In terms of pricing, ConnectWise offers custom quotes for every business, thus you’ll have to reach out to their sales team and discuss your business goals. 

Pros

  • Offers tech-specific help desk solutions
  • White-label service means you can expand your business
  • Having the same technician handle each unique customer means better customer relations
  • Multi-level support ensures your customer gets a solution no matter the complexity

Cons

  • Not suited for small to medium-sized non-tech businesses.

10. osTicket

Best Beginner-Friendly Choice for Basic IT Ticketing and Helpdesk Functionality 

osTicket is the best Beginner Friendly Choice for Basic IT Ticketing and Helpdesk Functionality

Another contender in the IT ticketing space, osTicket is your go-to IT ticketing software of choice if you’re looking for function over form. The platform may not have all the bells and whistles its counterparts offer, but it does a good job helping you track and manage IT support tickets. 

Apart from offering basic support ticket functionality, you also have room to customize the software including features like custom fields, columns, and queues. Apart from its flexibility, you can also create configurable help topics for web tickets. 

This feature allows you to send inquiries to the right department so they get resolved quickly. If the ticket still ends up going to the wrong department or you just want to re-assign it, the transfer ticket feature simplifies this entire process.

osTicket’s most outstanding feature is its auto-triage feature which allows you to automatically respond to tickets based on urgency and in order of most urgent first. Other features include

  • Autoresponder to automatically send an automatic reply when a new ticket is opened or a message is received.
  • Quickly create a thread based on a tickets entry
  • SLA management actions and alerts 
  • Internal task assignment for agents 
  • Customer portal complete with an archive of all previous requests for reference. 
  • Ticket locking to avoid conflicting dual responses or two staff working on the same tickets. 

Pricing

osTicket comes in two versions, the open-source version which is available for free downloads to be used locally and the cloud-based version which is ideal for use across multiple locations. The cloud-based version comes with a monthly subscription fee of $9 per agent/month

osTicket Pricing Plan

The paid plan gives you email integration, email and phone ongoing support, managed upgrades and maintenance as well as daily back ups. 

Pros

  • Free open-source version available
  • Easy software customizability 
  • Autoresponder for instant reply and logging
  • SLA management features even on free version
  • Auto-triage feature to handle most urgent tickets first

Cons

  • No multilingual agent support. 

Download the free version today!

11. Jira Service Desk

Best Combined ITSM and Customer Service IT Ticketing Helpdesk Solution.

Jira Service Desk is the best Combined ITSM and Customer Service IT Ticketing Helpdesk Solution

Jira Service desk was created in 2013 to help teams manage service requests from customers. It has now evolved to offer full service business management with the Jira service management software which includes team and employee help desk support. 

The platform allows you to provide support for multiple departments, products and service areas by creating unique help desks for each. Then simply have your users send their requests to the designated help desk via email

Jira supports both ITSM and customer service, so you don’t need to pay for another service for your tech needs and can be easily integrated with its popular native project management software.

An impressive feature is how it works seamlessly with Confluence to help you quickly build a knowledge base that users can use for self-service. Your support team also can also organize and process requests from multiple projects using the software. 

Other features include: 

  • 350+ third-party apps and add-ons for CRM, asset management and IT tasks. 
  • Automation for ticket routing and severity 1 notifications
  • Asset management for better inventory control and stock management. 
  • Rapid incident management 
  • Group incidents into problems to fast-track root cause analysis.

Pricing

Jira has two levels of pricing plans, cloud-based pricing and data center pricing for large enterprises. 

Jira Service Desk Pricing Plan

The Cloud plan has three pricing options, starting with a free option for three agents and one user site. You’ll get 

  • unlimited customer requests
  • Service management
  • Incident management 
  • Self-service portal 
  • Automation
  • SLA management 
  • Reporting and analytics
  • Multilingual support

The Standard plan bills at $20 per agent per month and gives you everything in the free plan plus 5000 agents per site, 250GB file storage, unlimited alerts, email, and SMS

Finally the Premium plan bills at $40 per agent per month and gives you everything in the Standard plan plus global and multi-project automation, embeddable widget and email support plus automatic, API, and template incident creation

Jira Service Desk self managed solution bills

The Data center option is for teams that require a self-managed solution and bills at $17,200 per year for 50 agents. Nonetheless, if you’re not sure which option is right for you, you can also try out the software with their free plan

Pros

  • Supports both ITSM and customer care
  • Self-managed solution so no need for a month-to-month subscription
  • API support for custom embedding
  • Multilingual support

Cons

  • The self-hosted version is too expensive compared to other options.

12. Jitbit

Best Multi IT Management System Ticketing Software for Medium to Large Businesses.

Jitbit is the best Multi IT Management System Ticketing Software for Medium to Large Businesses

If you’re looking for simplicity with power, then JitBit is the perfect option. The software is designed to simplify your entire help desk experience and service to your customers. JitBit has a minimalist interface that allows easy navigation and is user friendly

Setting up your IT service desk in JitBit takes seconds, regardless of whether you choose the on-premise version or self-hosted version. Your team can process any requests live as and when they come in. 

Your team’s communications, messages, tickets and even attachments are all easily accessible from a centralized hub with a single view, meaning no need to always ask other teammates for more details. 

JitBit’s most outstanding feature is its ability to sync with multiple IT systems. Connect your JitBit help desk to Windows OS to help with your Active Directory Users catalog. You can also integrate it with the Jira Issue Tracker or even GitHub

Other features include 

  • Automation triggers that let you send instant replies, assign techs and schedule ticket deadlines
  • Numerous integrations with popular apps like Zapier, Slack, Jira plus the ability to build custom integrations using REST API. 
  • Android and iOS apps available so you can respond to tickets on the go.
  • Asset and SLA tracking. 

Pricing

In terms of price, you can either purchase the self-hosted downloadable solution or pay monthly for the cloud-version.

Jitbit Pricing Plan

The self-hosted version comes with three price points. The Small business plan costs $1699 for up to 10 agents, the mid-tier plan goes for $3499 for up to 20 agents and the Enterprise plan goes for $4999 for unlimited agents

If you prefer the cloud priced option, it starts from $24/month and gives you single sign-on security plus domain and app integration.

Pros

  • Integrates with multiple IT management systems.
  • Both cloud-based and self-hosted options available.
  • Mobile app support
  • Automation triggers for a simpler workflow

Cons

  • Lacks some of the advanced functionality like customer segments and agent collision. 

Not sure if JitBit is right for you? You can get started with a free 21-day trial.

13. Zoho Desk

Best For Integration of CRM and Ticketing Helpdesk Services for Small to Medium Businesses. 

Zoho Desk is the best for Integration of CRM and Ticketing Helpdesk Services for Small to Medium Businesses

Zoho Desk is part of Zoho’s large suite of tools including Zoho CRM. If you want to maximize efficiency and boost productivity, Zoho Desk’s cutting edge features will help you make the most of your customer service experience. 

Easily sync your existing customer database from Zoho CRM so you can better access user ticket activity and history. Also you get omnichannel ticketing and live help support. Thus your customers can choose to reach you by email, phone or social media, whatever works for them.

An outstanding feature of Zoho Desk is its all-round A.I powered software, Zia

Think of Zia as Zoho’s equivalent of Apple’s Siri. Zia chats with your customers, can be trained to perform specific actions unique to your business and even shows agents relevant solutions from the knowledge base. 

Zoho allows you to add custom code too, letting you match your tickets to details in other software. You can also take advantage of Zoho’s SDK to build custom mobile apps

Other features include

  • Domain mapping to link your Help center to your website. 
  • Define user roles and control data access
  • Detailed reporting, time-tracking and user dashboards
  • API support to integrate Zoho Desk’s modules with other platforms 
  • A Response editor to create pre-written contextual responses to customers. 
  • Knowledge base and community support. 

Pricing

Zoho desk offers three paid pricing plans and one free plan. So if you just want to take the software for a test drive, the free plan gives you three agents and all the basic features of the ticketing software. 

Zoho Desk Pricing Plan

Paid plans start from $18 per agent per month for the starter plan. The plan comes with 

  • Social & Community Channel support
  • Product-based Ticket Management
  • Public Knowledge Base
  • SLAs & Escalations management
  • Workflow, Assignment & Supervision Rules
  • Customer Happiness Ratings
  • Multiple marketplace extensions & app integrations
  • ASAP – Embeddable self-service. 

The professional plan bills at $30 per agent per month and gives you everything in the standard plan plus multi-department ticketing, Round-robin ticket assignment, agent collision and SLA dashboards.

Finally the enterprise plan bills at $45 per agent per month and gives you everything in the professional plan plus Zia A.I, Live Chat, Contract management and 50 light agents. 

Pros

  • API support to add to other platforms 
  • SDK support to build custom mobile apps 
  • Trainable artificial intelligence 
  • SLA specific dashboards
  • Ticket sharing 

Cons

  • Live chat is only available on the Enterprise plan

What Features Should I Look for in Top IT Helpdesk Ticketing Systems?

So you’re ready to get an IT Helpdesk in place for your business, but now you’re not sure what exact features you need. Do you get one that’s both ITSM and customer service? Do you need A.I chat bots? Do you really need social media ticketing too? 

When considering a helpdesk ticketing system, you’ll need to pay attention to both your business and your agents. What kinds of complaints or tickets do you expect to be logged frequently? 

And what about your agents? What is their skill level and what tasks are they likely to do repetitively? Because each system is different you may end up needing either one software or a combination of software to get the kind of results you need. 

Here are a few general pointers on what to look for when choosing IT ticketing software.

1. Self-service options

Self-service options simply means that your software provides a way for your customers to find the help they need on their own. A good example of a self-service option is the FAQs section of a website. 

A staggering 51% of customers actually prefer to have a self-service option as opposed to actually speaking to an agent. Thus any helpdesk software option you choose must offer the option of allowing you to include a knowledge base. 

Self service options

There are two options when it comes to creating a knowledge base for your customers. You can either offer an external or internal knowledge base. 

External Knowledge Base

This is simply equivalent to the resource library you publish on your website or your FAQs page. It gives your customer service three-fold benefits in one. First, your customers can find their own answers instantly, without needing any help which will keep them happy.

That, in turn, reduces the workload or ticket volume for your support team which eventually cuts down cost

It’s also a great way to share product or service updates and even troubleshooting guides. It plays a subtle role in also building your credibility as a reputable business. 

Internal knowledge base

An internal knowledge base is designed mainly for in-house use. It is for your IT team to work more efficiently and to help your staff serve themselves. This is especially useful for eliminating downtime from staff waiting for support. 

It is also a great tool for agents to refer to when dealing with requests and how-tos. This is even more critical if technical documentation is involved or there is an outline for best practices

If your platform of choice doesn’t offer a knowledge base, it’s worth looking into third-party integrations. 

2. Unified smart inbox

If you handle lots of ticket requests from multiple channels like live chat, social media, phone calls, and others, it’s easy for some to slip through the cracks. That’s why having a unified smart inbox is essential to smoothly use a ticketing system. 

This gives you a central hub where you can see all incoming requests, tickets and thus improve how your team manages tickets. The inbox allows you to

  • Streamline your entire ticket resolution process from manually creating a ticket to forwarding it to the right department down to sending feedback to the user. 
  • Use quick pre-populated templates for common issues
  • Keep all related chats on the same ticket thread
  • Support team collaboration on a ticket including sharing notes.
  • Prevent multiple agents from working on the same ticket

3. Automation

It’s easy to get overwhelmed by a flurry of tickets when you’re running a help desk. This is where automation comes in. The right automation system will help prevent a chaotic resolution process and optimize your agent’s productivity time.

Usually, your software will come with built-in automation or integrations with third-party tools that can help you automate your ticketing workflow better. You can define triggers or rules like ticket status change, set priority levels and automated categories.

Your software may even allow you to create unique workflows that suit your team’s operations and get rid of manual entries. A good example of such a feature is auto-triaging, which allows you to prioritize tickets based on category, subject line or email address. 

4. Security

Usually when a customer logs a ticket, they have to enter their name, email, passwords and sometimes other personal details. Thus your ticketing system should have strong security that can protect your customer’s personal data.

Whether you choose on-premise installations/ downloadable versions of your ticketing system or a cloud-based subscription, both have their perks and drawbacks security-wise. However, there are some security features that cut across and are necessary.

For starters you’ll need message encryption, SSL-URL encryption and IP restrictions. Both of these features will ensure no unauthorized third-party can access the information shared in a message or get into the backend of your site.

You’ll also need virus protection to scan file attachments and eliminate malware. Internally, you’ll want to also limit who can see what info by creating user roles and defining privileges. 

4. Incident and problem management

Incidents are simply reported issues or tickets that are logged into the ticketing system. Generally, every reported incident has a characteristic cycle that it goes through and you’ll notice that almost all ticketing software provides features that cover each part of the cycle. 

The standard cycle goes from the incident being identified, logged, diagnosed and finally resolved.

Incident management lifecycle

Problem management is a subset of incidents that involves identifying what is causing the incident in the first and how to stop future occurrences of such incidents. Not all businesses need problem management. 

It is more necessary for tech based businesses as opposed to retail or B2C businesses. If your business is in the tech-space, then this will apply to you more.

5. Insights

Maintaining your SLAs means you have to provide a speedy service always. SLAs outline what your customer’s expectations should be and what your team’s expected output is. Analytics and insights let you know how well you’re doing in maintaining your SLAs.

Your ticketing software should come with built-in tools and features to help you track your team’s performance. It should show you real-time data concerning agent performance like tickets successfully resolved, time taken to resolve them and much more. 

Conversely, your ticketing software should also allow you to get customer feedback through CSAT surveys or any other method that lets you determine customer satisfaction. 

6. Integrations

Depending on the size of your organization and business, you may have multiple software that are part of your workflow. You want a helpdesk and ticketing software that allows you to integrate these third-party apps so you can run your business in a centralized manner. 

For example, you may want to integrate your CRM with the system so you can better combine your customer’s buying habits, ticket history and even web browsing habits so your team can serve more personalized solutions. 

Even in the IT management field, integrating with your IT asset management system means you can better identify equipment faults and issues for faster repair or replacement.

7. Scalability

Scalability is very important if you have a rapidly growing business or team. Not all ticketing systems are designed to handle the same kind of workload. Thus you need to be sure your software can handle double or triple your current workload without fail. 

That means considering more tickets, more teams, more user accounts too. 

It also helps to consider how much in extra cost you’ll incur if you decide to hire more agents, increased data storage or simply open more tickets than usual. 

Since many ticketing software charge on a per agent per month fee, considering this ahead of time can save you from financial distress down the line. 

8. Compliance

Finally, for businesses in highly regulated industries like the health and financial space, you’ll have to pay attention to compliance. For health organizations, HIPAA compliance is mandatory for a helpdesk in order to protect patient information. 

So by all means do your homework and make sure you whichever helpdesk ticketing software you choose meets your industry’s compliance requirements.

Best Practices for Running a High-Performance IT Helpdesk Ticketing System

So how do you run an IT Helpdesk ticketing system that boosts productivity, reduces your team’s downtime due to technical issues and keeps your customers smiling? How do you improve your business’ reputation for top-notch customer support using these systems? 

We’ll take a look at a few best practices to help you make the most out of your IT Helpdesk software. 

1. Automate Ticket Categories

If you’re really looking to maximize efficiency, then you’ll need to create an automated system that instantly categorizes and routes your tickets to the appropriate departments. Depending on the platform you choose, some of these automations may already be pre-built e.g. Zoho Desk.

Creating such automations will help you save time and reduce the risk of data entry errors and manual ticket entry errors. Also it lets the right department handle the right ticket always. Such automations will also help you track ticket statuses to improve response times

2. Provide a Self-Service Portal 

FAQs are popular and commonplace for a reason, they not only reduce the burden on your customer support team, but they also improve the overall support experience for your customers. 

Providing a FAQs section and resource library (or knowledge base) is a great way to encourage self-service. It also keeps your customer (or staff member) engaged while they wait to be attended to by a customer care agent. 

3. Outline Your Service Level Agreements (SLAs)

SLAs are legal documents which are binding on you as a service provider or business. They are a tool to tell your customer what to expect while also outlining what your team’s output should be as well as which metrics to measure performance by.

In some instances, SLA breaches can lead to lawsuits or legal issues. Thus make sure you use a system that can handle as many agents and any potential support requests no matter how complex. It also helps to have enough agents on hand to handle all support requests. 

4. Request Customer Feedback Via Surveys

In the business world, customer support and feedback is important not only for building a great reputation, but also for improving your performance. Reporting and metrics are one way to measure performance, but customer surveys provide a more objective and holistic measure. 

Usually, your customers’ happiness and satisfaction levels are good indicators of how well you’re doing at meeting their needs. 

Thus its important that after every support session be it chat or phone call, you either ask directly how good the service was or you provide a customer satisfaction survey CSAT. By requesting client feedback, you can quickly spot loopholes in your service process. 

5. Have Specialized Teams on Hand

While usually most teams have everyone handle everything, this can potentially lead to agent burnout and less efficient processing of requests because everyone is always occupied. 

For optimal efficiency and use of your staff resources, it’s better to have specific teams that handle requests of a particular category. This can be done on an as-and-when basis, depending on the frequency of requests that come to a specific category. 

Having a specialized team allows your agents to be more productive and stay focused, leading to faster ticket resolution and better output in the long-term.

IT Helpdesk Ticketing System Software FAQs

What is an IT helpdesk ticketing system?

An IT helpdesk ticketing system is simply a software that allows you to turn any incoming tech support requests into tickets which are then stored in a centralized database for further action and management. 

These requests may come in via email, live chat, text-messages, phone calls and even social media. The software will simply route them all to a hub or dashboard where agents can now respond to and resolve any issues in a systematic manner. 

Is an IT ticketing system worth it?

To the right business, an IT ticketing system can be worth its weight in gold. 

For example, SaaS-based companies, web hosting companies and tech based businesses will all benefit immensely from using an IT ticketing system simply because they will be able to better track and manage customer complaints

Apart from being able to faster resolve customer complaints, IT ticketing can also help such businesses internally resolve staff complaints and enquiries especially when there is a network, software or hardware issue.

Even if you’re not in an IT-based business, most ticketing solutions work well for regular B2C businesses that deal in products or services, for example Zendesk. Simply use this platform to attend to customer questions on your site, resolve order fulfilment issues and complaints. 

How do I manage an IT ticketing system?
Most IT ticketing systems come with built-in tools and processes to help streamline how you and your team use the software so you can better manage logged tickets and boost productivity. 

You can use centralized dashboards to get an overview of how tickets are being resolved or choose platforms with SLA breach alerts like SolarWinds Web Help Desk or create automations to assign tickets to the right departments instantly.

How do I write an IT ticket effectively?

To write an effective IT ticket means you’ll need to provide clear, detailed yet concise information so you can get the best help possible. This means you’ll first need to create a clear headline that possibly mentions the specific problem in it. 

Next you’ll need to choose the right category. This ensures your ticket goes to the right department and is handled by the most qualified techs to give you support. 

Then, make sure to describe the problem in full detail with as many specifics as possible so that the support staff are better positioned to provide help. Add screenshots, photos or supporting attachments where it would be helpful. 

Finally, be patient! Don’t log the same ticket issue more than once as this only slows down the entire process of ticket resolution more.

Which IT Helpdesk Ticketing Systems Should I Pick?

When it comes to IT Helpdesk ticketing systems, your business is the sole determining factor of which software you should go for. 

Since not all systems are the same, you should pick one that really cuts to the chase and supports your business goals. 

Are you a tech solutions provider or in the tech space? Then you’ll definitely need a system that supports ITSM for staff and clients. Spiceworks, SolarWinds Web Help Desk and HappyFox are great options to choose from. 

On the contrary, if your business is in product retail or hospitality, you’ll only need to provide support that is more in line with serving customer inquiries, orders and complaints. 

Thus you’re better off with omnichannel support ticketing software like Zendesk or ProProfs that’s designed for customers.

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Written by
Martin Luenendonk
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