White close button
>
>

Top 9 Email Ticketing Systems in 2021

Dec 02, 2021
  |  
Email
  |  
13 min read
email-ticketing-systems

Back in the year 2010, Mark Zuckerberg had made a claim – “Email is dead.”. The founder of Facebook was certain that social mail was soon going to replace email as we knew it.

We’re in 2021 now, and I’m happy to report that good old email is far from dead – it’s alive and thriving, especially in the context of business communication.

And when it comes to customer service, email as a channel continues to reign supreme despite the introduction of modern channels like social media and self-service. 

Perhaps one of the reasons why email is so sought after as a customer support channel, even today, is because of its ease of use. Customers find it easier to explain their issues in detail over an email rather than over phone or chat. Similarly, email allows support agents to provide well-thought-out and meaningful solutions to customers’ queries and support requests. It’s a win-win for both parties.

But how can companies effectively scale email support? How can they offer their customers top-notch customer service through email without passing the burden of managing huge email volumes onto their agents?

The answer is simple – by implementing an effective email ticketing system.

In this post, we will first take a look at what an email ticketing system is and then go into the top nine email ticketing systems in 2021.

Table of Contents

What’s an email ticketing system and what does it do?

In the simplest of terms, an email ticketing system helps customer service teams deliver fast and effective support via email. It enables teams to organize their customer emails better and optimize their workflows efficiently. It also equips them with essential tools to resolve customer queries to the best of their satisfaction.

An email ticketing system is an indispensable tool for growing companies looking to offer their customers high-quality support. Using regular email to handle customer service requests can work well in the early days of your business. However, as your business starts to pick up and your customer base grows, keeping track of mounting customer queries and their long email threads is bound to get chaotic at best and nightmarish, at worst.

That’s why the most efficient customer support teams rely on email ticketing systems to handle customer emails. With the help of a system like this, teams can equitably distribute incoming tickets amongst active agents and add structure to the team’s workflow. They can also keep track of the status of every email and ensure each customer ticket is accounted for.

Modern email ticketing systems come with features like automation, tagging, reporting, and analytics – all to help teams deliver excellent customer support

And it’s not just customer service teams that can make use of this brilliant tool. Teams such as Finance, Accounts, IT, Client Servicing, as well as any remote team, can also use email ticketing systems for efficient collaboration.

If you don’t have an email ticketing system yet, you should consider adding one to your team’s tech stack. And if you’re unsure of which software to choose, we’ve rounded up the top nine email ticketing systems you can find this year.

Top 9 email ticketing systems in 2021

Here are the top nine email ticketing systems in 2021:

Hiver

Hiver is the world’s first Gmail-based email ticketing system. Given that it’s built for Google Workspace and looks and feels like Gmail, its interface is straightforward and easy to understand. It comes with sophisticated email ticketing features, including email assignment, tracking, automations, reporting, customer feedback surveys, and more.

Hiver also helps team members collaborate effectively with the help of its Notes feature that allows them to have private and contextual discussions about customer requests right next to email threads.

email-ticketing-systems
Hiver’s Notes feature lets you add more context while assigning emails

Hiver’s greatest USP is its ability to humanize customer conversations. Unlike most email ticketing software that converts customer emails into support tickets, Hiver doesn’t assign ticket numbers to customer requests. By doing so, it helps teams see the human behind every incoming request or query. Hiver is built to drive long-term, meaningful customer relationships by preventing teams from looking at customer emails as one-time transactions and not reducing customers to faceless tickets.

Apart from its rich feature set and its ability to streamline customer experience, teams love Hiver because of the impeccable 24×7 customer service it offers.

Best suited for: Small, medium, and large-sized businesses using Google Workspace.

Key features:

  • Email delegation
  • Email tags
  • Email notes
  • Collision alerts
  • Email templates
  • Automations
  • Analytics
  • SLA management
  • Customer satisfaction surveys
  • Integration with Slack and Zapier

Pricing:

Hiver offers four price tiers:

  1. Lite: $12 per user per month
  2. Growth: $24 per user per month
  3. Pro: $37 per user per month
  4. Elite: $57 per user per month

Hiver offers a free 14-day trial

Freshdesk

Freshdesk’s email ticketing system is amongst the most sophisticated in the industry. Its shared inbox makes it super convenient for teams to organize, assign, and collaborate on email tickets. It converts customer requests from email and social channels into tickets. Further, it helps categorize and assign those tickets to designated agents. In the higher tier plans, agents can also share the ownership of tickets with others in the team. The best part about Freshdesk is that it gives support agents rich context about a customer’s past interactions with your company, their feedback, and their previous support issues.

The other features that Freshdesk offers include automation, agent collision detection, a self-service portal, and a knowledge base (FAQs, help guides, etc.). It also provides gamification features to encourage and engage agents.

email-ticketing-systems
Freshdesk’s ticketing system

Best suited for: Small and large-sized businesses alike

Key Features: 

  • Automation
  • Ticket trends and reporting
  • Collision detection
  • Rich customer context
  • Shared ownership of tasks
  • Gamification
  • Integration with many apps like Google apps, JIRA, Dropbox, Mailchimp, Zoho CRM and several others through Zapier

Pricing:

Freshdesk’s Support System offers four price tiers:

  1. Free: Starter plan for unlimited agents but with limited features
  2. Growth: $15 per agent per month billed annually
  3. Pro: $49 per agent per month billed annually
  4. Enterprise: $69 per agent per month billed annually

Freshdesk’s Omnichannel system offers three price tiers:

  1. Omnichannel Growth: $29 per agent per month billed annually
  2. Omnichannel – Pro: $59 per agent per month billed annually
  3. Omnichannel – Enterprise: $99 per user per month billed annually

Jitbit

JitBit is a popular email-based ticketing system that allows teams to process, assign, track, and automate incoming email tickets. Given that it has a relatively simpler interface compared to other email ticketing systems in its category, teams can set it up easily and start using it without too much hassle.

What also makes JitBit one of the most sought-after ticket management tools is its price. Unlike most other email ticketing systems, Jitbit offers flat monthly and annual pricing options, which means that its plans aren’t priced per agent.

Jitbit offers a cloud-based as well as a hosted version of its email ticketing system to suit different types and needs of businesses.

email-ticketing-systems
Apps integrated with JitBit

Best suited for: Small and medium-sized businesses, freelancers

Key features:

  • Ticket categorization and tagging 
  • Ticket status
  • Assignment and tracking
  • Analytics dashboard and metrics reports
  • Live chat
  • Knowledge base
  • Email templates
  • Collision alerts

Pricing:

  1. Freelancer: $29 per month
  2. Startup: $69 per month
  3. Company: $129 per month
  4. Enterprise: $199 per month
  5. Jitbit offers a free 21-day trial

HappyFox

Founded in 2011, HappyFox is a help desk software that helps teams effectively perform all the essential functions of a good ticketing system. This includes assigning incoming emails to the right team members, categorizing tickets based on their type, status, or priority, automating repeatable tasks like changing the status of emails, round-robin ticket assignments, SLA management, and more.

It also lets you measure key metrics like first response time, time spent on tickets by staff, and more. Despite its extensive feature set, HappyFox has a rather simple and intuitive interface that makes it a preferred email ticketing system for medium to large-scale organizations alike.

email-ticketing-systems
HappyFox’s centralized email ticketing system

Best suited for: Medium and enterprise organizations looking for an efficient email ticketing system

Key features:

  • Private notes
  • Ticket assignment
  • Ticket categorization
  • Knowledge base
  • Chatbot support

Pricing:
HappyFox offers 4 pricing tiers, namely, Mighty, Fantastic, Enterprise, and Enterprise Plus. The specific pricing details, however, are available upon request.

Front

Front is a shared inbox software that helps teams work and collaborate out of a common mailbox. Every incoming new ticket (email, social, or live chat) lands in a central email inbox from where those emails and tasks can be assigned to team members based on their availability and expertise.

Front is designed to encourage a highly collaborative work environment. It gives team members complete visibility into each other’s tasks and equips them with the features (like shared drafts) that help them work together and make the most of each other’s strengths and expertise while handling incoming tickets.

email-ticketing-systems
Assign emails to team members with ease using Front’s shared inbox

Best suited for: Small to large scale organizations with a primary focus on email support

Key features:

  • Ticket routing, categorization, and tagging
  • Shared drafts
  • Canned responses
  • Live chat
  • Analytics
  • Universal inbox
  • Knowledge content management

Pricing:

Front offers three pricing tiers:

  1. Starter: $19 per person per month
  2. Prime: price on request
  3. Enterprise: price on request

Help Scout

Help Scout is another popular email-based ticketing system that helps teams, both small and large, manage their common mailboxes with ease. It has a clean interface and comes with features essential for efficient team email management, like ticket routing and prioritization, automation, analytics, response templates, and tagging, amongst many others.

email-ticketing-systems
Help Scout’s live chat functionalities

Apart from its ticketing system, Help Scout’s customers can also make the most of its built-in knowledge base and live chat functionalities. Further, its hassle-free integrations can easily allow the system to work with new and existing customer channels and databases.

Best suited for: Small businesses, scaling startups, and nonprofits 

Key features:

  • Rule-based automation
  • Response templates
  • Robust analytics
  • Live chat
  • Knowledge base 
  • Ticket routing, tagging, and prioritization

Pricing:

HelpScout has three price tiers:

  1. Standard – Starting $20 per user per month
  2. Plus – Starting $35 per user per month
  3. Company – Custom pricing for 25+ teams

Helpscout offers its prospective users a free 15-day trial. It also offers discounts for nonprofits. 

Zendesk

Zendesk is an email ticketing system that’s ideal for teams that use multiple support channels and want a centralized hub to connect with their customers seamlessly across those various channels. This help desk software is especially useful for bigger teams with a large customer base as it helps integrate all customer interactions into the system, thereby providing teams with rich context into past customer interactions without having to do much digging.

email-ticketing-systems
Zendesk’s ticketing system never lets you miss a single request coming from any channel

Zendesk allows teams to conveniently track, organize and resolve email tickets while also empowering customers to resolve their own problems with the help of its community forums and self-service knowledge bases.

Best suited for: Large and enterprise-sized companies looking for an all-in-one customer service ticketing system

Key features:

  • Real-time updates on active tickets
  • Collaboration tools
  • Ticket assignment
  • Powerful analytics 
  • Automation
  • SLA management
  • Knowledge sharing
  • Omnichannel integration

Pricing:

Zendesk has three price tiers for small to large-sized businesses:

  1. Suite Team: $49 per agent per month
  2. Suite Growth: $79 per agent per month
  3. Suite Professional: $99 per agent per month

For enterprise companies, Zendesk has two price tiers:

  1. Suite Enterprise: $150 per agent per month 
  2. Additional and more powerful enterprise plans starting at $215 per agent per month

Zoho Desk

Zoho Desk is an email ticketing system that empowers teams with highly contextual email management capabilities. Its sentiment analysis tool helps agents gauge the sentiment in a customer ticket before opening it. As a result, agents can respond to negative tickets faster.

email-ticketing-systems
Zoho Desk’s sentiment analysis tool

The software also allows teams to provide multilingual support. Zoho’s helpdesk ticketing system also allows teams to collect tickets from multiple other channels apart from email, such as social media, live chat, web forms, and telephone.

Best suited for: Teams looking for a ticketing solution that offers multi-channel capabilities

Key features: 

  • Deep customer context
  • Access to customer service metrics
  • Sentiment analysis
  • Feedback widget
  • Multilingual support
  • Email templates
  • Multichannel support

Pricing:

Zoho Desk has four pricing tiers: 

  1. Free: Forever free plan with limited features for up to three agents 
  2. Standard: $12 per agent per month
  3. Professional: $20 per agent per month
  4. Enterprise: $35 per agent per month

LiveAgent

LiveAgent offers teams an advanced email ticketing solution that comes with a “universal inbox” and a “hybrid ticket stream”. With its universal inbox, team members can perform basic ticketing system functions such as organizing, assigning, and resolving customer tickets from a common dashboard. With its hybrid ticket stream, teams can follow customers’ ticket resolution journey across multiple channels. 

LiveAgent, like most popular email ticketing systems, helps teams automate repetitive tasks. Apart from that, this email ticketing system also offers features like canned responses for common customer issues, automated ticket routing, SLA management, and more. 

email-ticketing-systems
Live Agent’s Ticket Tagging feature

Best suited for: Teams looking for customizable email ticketing solutions

Key Features:

  • Workflow automation
  • Ticket tagging and organizing 
  • SLA management
  • Internal notes
  • Canned responses
  • Unlimited ticket fields

Pricing:

LiveAgent has four pricing tiers:

  1. Free: Forever free plan with limited features
  2. Ticket: Email ticketing tool at $15 per agent per month
  3. Ticket + Chat: Multi-channel live chat and ticketing solution at $29 per agent per month
  4. All-Inclusive: Omni-channel help desk at $39 per agent per month

A comparison chart of top email-based ticketing systems

Here’s how our top nine email ticketing systems compare against each other:

email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems
email-ticketing-systems

Wrapping Up

There’s no one-size-fits-all formula to achieve customer service excellence. Your customer service needs and goals are hugely dependent on the nature of your business, the type of customers you serve, and the long-term vision you have for your organization.

Having said that, investing in email as a customer service channel is essential for all companies spanning different industries and sizes.

Why? Because email is one of the easiest, cost-effective, and efficient ways to deliver support. And by implementing the right email ticketing system, companies can focus on scaling effectively and providing their customers with impeccable customer experiences while their ticketing software does the heavy lifting for them in the background.

Good luck with your search for the best email ticketing system!

Hiver HQ
Karishma is a Content Marketing Specialist at Hiver. With a background in advertising and PR, she's fascinated by stories of how brands are built. In her free time, you'll find her holed up in a quiet corner, making art.
Subscribe