Ticketing Software – Everything You Need to Know (features, benefits, and top alternatives)
Table of contents
Imagine a scenario where your business could streamline and act on every customer query in a timely manner.
It’s not wishful thinking. That’s what ticketing systems are there for. However, finding the right ticketing software for your business needs can be tricky.
In this article, we will take a look at the following to help you pick a ticketing software that works the best for you:
1. What is a ticketing system?
2. Benefits of using a ticketing system
3. Top ticketing software in the market
Table of Contents
- What is Ticketing Software?
- Top Ticketing Software in 2024
- Benefits of Ticketing Software
- Top Features in Ticketing Software
- Frequently Asked Questions
- Conclusion
What is Ticketing Software?
At its core, a ticketing software is designed to streamline the handling of customer support queries and requests. This type of software equips support agents to efficiently resolve issues through automation, AI, integration with other systems, and support across multiple communication channels.
A robust ticketing system consolidates all communications regarding a customer’s query—from the initial contact to the final resolution—in one accessible location. This consolidation is crucial as it enables agents to monitor the time invested in each ticket, ensuring responses are timely and customers are not left waiting.
Top Ticketing Software in 2024
Looking for a ticketing software to enhance your customer service? Here are the top ticketing software to consider:
| Software | Key Features | User Interface | Pricing Plans | Drawbacks |
| Hiver | Works inside Gmail, multi-channel support, team collaboration, reporting, and automation. | User-friendly; integrates with Gmail. | Free plan available. Paid plan starts at $19/user/month (billed annually) | Most suitable for teams working on Google Workspace and Microsoft Outlook. |
| Zendesk | Ticket management, live chat, knowledge base, reporting, and analytics. | Complex for new users. | Starts at $49/user/month. | High cost and training fees ($1500-$2800). |
| Freshdesk | Omnichannel support, automation, collision detection, and ticket trend reports. | Less intuitive, technical issues with Google Workspace | Starts at $15/user/month. Also offers a free plan. | Complex setup and slow customer service. |
| Zoho Desk | Omnichannel support, agent productivity tools, automation, reporting, and analytics | Not user-friendly, steep learning curve | Starts at $7/user/month. Also offers a free plan. | Complex integrations and technical glitches. |
| Help Scout | User-friendly interface, live chat, automation, and knowledge base. | Comparatively easier to navigate than most other options listed | Starts at $20/user/month. | Limitations in email response. Setup requires HTML knowledge. |
| Intercom | Chat function, targeted messages, knowledge base, integrations with third-party applications. | Complex interface due to extensive features | Starts at $39/user/month. | Confusing pricing and a steep learning curve. It can be sluggish to use. |
| Kayako | Integrated help desk, live chat, self-service portal, and automation. | Complex setup, overwhelming customization options | Pricing is available on request. | Compatibility issues. Delayed customer service. |
💡Did you know: Approximately 50% of the top ticketing software offer a free plan or trial in 2024, emphasizing the growing trend toward accessible customer service solutions for businesses of all sizes.
1. Hiver
Leading the pack, Hiver is renowned for its robust features and intuitive user interface. It integrates seamlessly with Gmail, enabling your team to manage support tickets right from their inboxes. Additionally, Hiver supports a variety of communication channels, including live chat, email, voice, and WhatsApp. Support teams can also set up a knowledge base using Hiver.
The platform is designed for ease of use with a user-friendly interface that ensures your team can start efficiently without delays. If you face an issue, Hiver offers round-the-clock support, irrespective of the pricing tier you’re on.
More than just a ticket management tool, Hiver also improves internal collaboration significantly. With features such as internal notes and shared drafts, teams can have discussions on customer issues without cluttering inboxes.
Key functionalities such as detailed reporting, automation, and multi-channel support are all part of the package, equipping your team with everything needed to do great customer service – without the steep learning curve associated with new software platforms.
Hiver Pricing Plans
Hiver offers four pricing options:
- Free Forever Plan
- Lite: $19 per user per month, billed annually
- Pro: $49 per user per month, billed annually
- Elite: $79 per user per month, billed annually
Free Trial: 7 days. No credit card required.
Take an Interactive Tour of Hiver
2. Zendesk
Zendesk is a well-established name in customer support, known for its comprehensive feature set that includes ticket management, live chat, analytics and automations.
The platform enables the creation of a self-service portal, allowing customers to access frequently asked questions and resolve their concerns independently, which can reduce the overall volume of support tickets your team handles.
However, Zendesk might not be the perfect fit for smaller teams, primarily due to its higher cost and complex interface Any training support from Zendesk can also be costly, ranging from $1,500 to $2,800.
Zendesk Pricing Plans
Zendesk has three tiers of pricing for small to large-sized businesses:
- Suite Team: $49 per user per month
- Suite Growth: $79 per user per month
- Suite Professional: $99 per user per month
For enterprise companies, Zendesk has two tiers of pricing:
- Suite Enterprise: $150 per agent per month
- Additional and more powerful enterprise plans start at $215 per agent per month
(Additional charges, ranging from $1500-$2800 for platform training)
Explore the top 10 Zendesk Alternatives
3. Freshdesk
If you’re looking for ticketing software that offers omnichannel support, automation, and easy integrations, Freshdesk can be a good pick.
Freshdesk’s collision detection feature prevents multiple agents from responding to the same query. Meanwhile, the platform offers insights into key support metrics, trends on common customer issues, and overall team performance. For budget-conscious teams, Freshdesk’s forever-free plan is an attractive option.
Despite its advantages, some users report that Freshdesk’s interface is not as intuitive as that of its competitors. Teams occasionally face technical challenges, particularly with integration into Google Workspace products. The platform’s powerful automation tools, while beneficial, can also be complex to configure and manage.
Freshdesk Pricing Plans
Freshdesk’s Support System offers four options:
- Free: Starter plan for unlimited users but with limited features
- Growth: $15 per user per month
- Pro: $49 per user per month
- Enterprise: $69 per user per month
Freshdesk’s Omnichannel System offers three options:
- Omnichannel Growth: $29 per user per month billed annually
- Omnichannel – Pro: $59 per user per month billed annually
- Omnichannel – Enterprise: $99 per user per month billed annually
4. Zoho Desk
Zoho Desk is another robust option, offering comprehensive omnichannel support that streamlines customer interactions across phone, email, live chat, social media, and SMS. It provides a range of features to boost agent productivity, such as automation features and performance metrics.
Zoho Desk also offers a freemium plan, making it a feasible option for companies that are just starting with ticketing software or operating on a tight budget. However, the user interface of Zoho Desk is not the most intuitive, requiring significant training to master, and some users have experienced technical issues with its integrations.
Zoho Desk Pricing Plans
Zoho Desk offers five tiers of pricing:
- Free Plan
- Express: $7 per user per month
- Standard: $14 per user per month
- Professional: $23 per user per month
- Enterprise: $40 per user per month
5. Help Scout
Help Scout is designed with user-friendliness in mind, simplifying how your team manages customer queries. Its AI Summarize feature quickly condenses lengthy customer interactions into concise summaries, saving time and improving efficiency for support teams. This allows agents to grasp the context of conversations at a glance, ensuring they provide informed and timely responses.
One limitation of Help Scout is that responses to tickets can only be sent from a central group email rather than from individual agents’ email IDs. This can sometimes lead to confusion where internal messages are mistakenly sent to customers. Moreover, setting up a comprehensive knowledge base on Help Scout can be labor-intensive, requiring familiarity with HTML or AI script customization.
Help Scout Pricing Plans
Help Scout offers three different pricing plans to users:
- Standard: $20 per user per month
- Plus: $40 per user per month
- Pro: $65 per user per month
6. Intercom
Intercom shines as a versatile messaging platform, supporting sales, marketing, and customer support with its robust chat functionality. It excels in real-time interactions, boosting customer satisfaction and retention. Intercom’s AI-powered features, like smart chatbots and automated workflows, streamline customer service and personalize user experiences. The platform’s in-app guides provide step-by-step assistance, making onboarding and troubleshooting seamless.
However, Intercom’s pricing can be steep for small businesses, and its advanced features come with a learning curve. Some users also report occasional performance lags, which can be challenging for companies with limited technical resources.
Intercom Pricing Plans
Intercom offers four different tiers of pricing:
- Start: $39 per user per month
- Grow: $99 per month (includes 5 users)
- Accelerate: from $499 per month (includes 10 users)
- Scale: from $999 per month (includes 10 users)
7. Kayako
Kayako offers an integrated customer service platform that combines a robust help desk with live chat capabilities, providing a seamless experience across various communication channels. Standout features include its unified inbox, which centralizes customer interactions from email, social media, and chat, ensuring no query is missed. Moreover, its customer journey mapping and automation tools help streamline workflows and enhance customer satisfaction.
However, setting up Kayako can be quite demanding, and its extensive customization options might overwhelm some users. The interface is not the most intuitive, and there are known compatibility issues with certain third-party applications. Additionally, customer support response times have been critiqued for being slow.
Kayako Pricing Plans
Kayako offers two pricing models: Kayako Cloud and Classic On-Prem. The pricing details of these models are unavailable on their website and can only be accessed by requesting a demo.
Explore the top 10 Kayako Alternatives
Benefits of Ticketing Software
Using a ticketing software can significantly enhance your support operations, offering numerous benefits:
- Enhanced Efficiency: Ticketing software enables agents to handle tickets efficiently by serving as a central hub for all support channels. It streamlines the process of managing customer inquiries, ensuring that every request is organized and addressed promptly, improving overall response times and customer satisfaction.
- Clear Visibility Into Query Status: A ticketing system ensures complete visibility into all customer queries, speeding up resolutions and indirectly boosting customer satisfaction by ensuring timely responses.
- Effective Tracking and Reporting: Provides essential insights into customer interactions, enabling managers to evaluate agent performance and identify opportunities for improvement.
- Scalability: The software scales smoothly as the volume of customer inquiries increases, accommodating growth without compromising service quality.
- Fosters Collaboration and Teamwork: Promotes teamwork by allowing multiple agents to collaborate on the same ticket, drawing on collective expertise to solve issues effectively.
- Cost Efficiency: Automates routine support tasks, saving valuable resources and reducing operational costs.
Top Features in Ticketing Software
Ticketing software is much more than a tool for organizing customer inquiries; it offers features that enhance the productivity and effectiveness of your support team:
- Automation: Automates repetitive tasks like ticket assignment, sending automatic responses, and updating statuses.
- Streamlined Communication: Keeps all customer communications in one place, minimizing the chances of missing messages.
- Prioritization Capabilities: Allows for the prioritization of tickets based on urgency, ensuring that critical issues are addressed first.
- Reporting and Analytics: This provides a comprehensive overview of your customer service team’s performance, highlighting trends and areas for improvement.
- Integration: Integrates seamlessly with other software systems (such as CRM, social media platforms, email, etc.),providing a unified view of customer interactions and enhancing service quality.
- Knowledge Base: Includes a knowledge base that helps customers resolve common issues independently, reducing the workload on your service team.
- Multi-channel Support: Manages tickets from various channels like email, phone, social media, live chat, etc., ensuring comprehensive coverage.
Frequently Asked Questions
What are the key features to look for in ticketing software?
When selecting a ticketing software, prioritize user-friendliness, robust collaboration features, detailed analytics, seamless integration with other systems, affordability, and continuous customer support. These features ensure the software not only meets your current needs but also adapts to future demands.
Are there affordable ticketing software options for small businesses?
Absolutely, there are a lot of options. Platforms like Freshdesk and Zoho Desk offer free versions or cost-effective plans specifically designed to accommodate the budgets of small businesses without compromising on essential functionalities.
What are the common drawbacks of using complex ticketing software like Zendesk?
While comprehensive, complex systems like Zendesk often involve a learning curve that may require additional paid training. This can be a significant hurdle for smaller teams both in terms of time and financial investment.
How does Hiver enable team collaboration in ticket management?
Hiver promotes team collaboration by integrating tools such as Notes and @mentions directly into its platform, which facilitates clear and direct internal communications without the overflow of emails.
Is it important for ticketing software to offer a trial period?
Yes, a trial period is crucial. It gives companies a hands-on opportunity to evaluate the software’s fit with their operations without any financial commitment. This is the time to determine if the tool enhances your customer service, streamlines workflow, and supports your business’s specific goals.
Conclusion
Selecting a ticketing software can be overwhelming and time-consuming, given the number of tools in the market.
That’s why it’s important to create a checklist of things you’re looking for. It could include things like:
1. Ease of use
2. Collaboration features
3. Analytics dashboard
4. Range of integrations
5. Cost
In this guide, we’ve gone through some of the most popular ticketing software options and examined them against these factors.
I personally think it’s best to narrow down to 2-3 options and take a free trial (if available) of these tools. This would give you first-hand experience and help you decide better.
After all, you need to invest not in the most popular ticketing software but one that works for your business.
