Top 5 Ticketing Applications for Your Customer Support Team
Table of contents
As your business grows, it is highly likely that your support team will deal with a huge volume of customer queries. Of course, there are multiple customer support systems in the market that can help your agents manage incoming customer requests effortlessly.
Now, what if your agents have to respond to a ticket or a customer query while they’re on the go?
Enter customer service ticketing applications.
With customer service ticketing applications, you don’t need to be at your desk at all times to delight customers and resolve their issues. Instead, these mobile applications can help your support team respond to tickets, collaborate internally, and perform other critical help desk tasks, all while they are on the move.
In this article, we elaborate on the top 7 ticketing applications available in the market today to help you choose the best option for your business.
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Table of Contents
- 5 customer service ticketing applications for your support team
- Conclusion
- Frequently Asked Questions (FAQs)
5 customer service ticketing applications for your support team
1. Hiver: Multichannel help desk that runs inside Gmail
Hiver‘s simple and intuitive help desk brings together email, live chat, knowledge base, and voice channel right inside Gmail. Your agents can effortlessly manage incoming customer conversations on their Android or iOS devices through the Hiver mobile app.
Hiver allows businesses to offer quick and efficient customer support without burning a hole in their pocket since it is 30-50% less expensive than most conventional help desks.
Hiver’s mobile app allows you to:
- Access your Gmail inbox and add conversations from your personal inbox to shared mailboxes like info@ or support@
- Share important team conversations on different communication channels using the permalinks functionality
- Collaborate quickly and effortlessly with Notes
- Discuss and take inputs while crafting email replies using Shared Drafts
- Get instantly notified when an email hits the shared inbox
- View unassigned emails, assign new conversations to team members, and update the status of customer requests
- Leverage collision alerts to ensure that multiple team members don’t end up working on the same email to ensure a consistent customer experience
“This app is a must have for teams using Gmail. The capability to have a shared inbox and labels has been awesome. This app enhances the ability to have mobile access to the shared inboxes.”
– Hiver user on App Store
Pricing:
Hiver offers four pricing plans.
- Forever free plan
- Lite: $19/user/month
- Pro: $49/user/month
- Elite: $79/user/month
Hiver also offers a free 7 day trial.
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2. Zendesk: Cloud-based customer service solution
Zendesk‘s ticketing system allows you to efficiently track and manage incoming queries and offer omnichannel customer support through channels such as email, live chat, and knowledge base. Its cloud-based system is designed to meet the customer support requirements of large enterprises.
The platform comes with features such as SLA (service level agreements) management, custom workflows, and analytics.
Aside from this, Zendesk also offers a mobile app for both iOS and Android devices to help manage customer tickets on the go.
With Zendesk’s mobile app you can:
- Create new tickets and update them on the fly
- Set up alerts to notify support agents whenever a ticket is assigned to them
- Filter through tickets with the Views functionality
- Access reporting and analytics to get an overview of key performance indicators in real-time (only available for iPad users)
However, users have reported a few limitations with the Zendesk app.
- The platform is quite expensive and you will need to pay extra for advanced features. This makes it unaffordable for smaller businesses with limited budgets.
For instance, you will need to pay anywhere between $1500 to $2800 if you require assistance from Zendesk’s team. Whereas with a tool like Hiver, you get onboarding assistance and around the clock support for free.
- App users face a problem with delayed notifications despite proper configuration. This means it takes longer for an agent to be alerted whenever a new ticket comes in which in turn delays resolution. This negatively impacts customer satisfaction.
- While the app offers many features, it is complex to set up and use.
- Users have also complained about the lack of timely vendor support during escalations.
“There are so many bits of poor UX in this app, despite it being around for years now. Plus just plain and simple poor coding. As an example, I get a notification about an updated ticket, but tapping the notification just opens the app and doesn’t take me to the ticket in question. Even worse, on then manually navigating to the ticket referred to by the notification, it’s not updated and an old cached copy is displayed, without the update it notified me about! I have to then force a refresh, and even then sometimes I don’t get an updated ticket.”
– Zendesk user on Google Playstore
Pricing:
Zendesk’s Support plan has three pricing tiers.
- Team: $19/user/month
- Professional: $55/user/month
- Enterprise: $115/user/month
Zendesk also has a Suite plan that offers four pricing tiers.
- Team: $55/user/month
- Growth: $89/user/month
- Professional: $115/user/month
- Enterprise: Custom pricing. Contact sales.
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3. Freshdesk: Affordable help desk for small and medium businesses
Freshdesk is a popular service desk platform that helps businesses manage support queries efficiently. Teams using Freshdesk can offer customer support across channels such as live chat, email, and social media.
The platform also has a mobile app or both iOS and Android devices. It allows agents to perform any action on a support request, giving them the complete flexibility to work from anywhere.
Here are the salient features of Freshdesk’s mobile app.
- Create, track, and manage support tickets while on the go
- Avoid typing long responses on small screens by using canned responses to draft email replies
- Configure push notifications so that you get timely updates on what is happening with a customer query
- Share tickets to tools like Asana or Trello from the comfort of your phone
- Track and record all the work you do on a ticket from your phone
One of the biggest challenges that users have noted with the Freshdesk app is delayed and incorrect notifications. This results in delayed customer support.
Aside from this, getting timely vendor support is a challenge especially since Freshdesk does not provide phone support across all of its plans.
“Notifications do not work correctly. The app gives inaccurate combinations of text from a contact and title from different tickets or provides outdated or older notifications when new notifications should be displayed. Support team refuse to test and close ticket claiming it’s resolved”
– Freshdesk user on Google Playstore
Pricing:
Freshdesk’s Support system offers four pricing plans.
- Free: Has limited features but can be used by unlimited agents.
- Growth: $15/user/month
- Pro: $49/user/month
- Enterprise: $69/user/month
Freshdesk also offers a free 21 day trial.
Hiver vs Freshdesk: A detailed comparison guide
4. Zoho Desk: Customer support and help desk software
Zoho Desk is a help desk ticketing system that helps teams centralize and manage customer interactions across various channels such as email, social media, live chat, and phone.
The platform offers direct assignment and round-robin automations to help managers assign incoming tickets to the right agent. You can also filter tickets based on their urgency, type of customer, or ticket status. This allows support teams to prioritize the queries that they need to work on.
Zoho Desk also has a mobile app that is compatible with both Android and iOS devices. It enables agents to handle customer support queries from anywhere at any time without opening up their web browser.
With the Zoho Desk mobile app you can:
- Get instant notifications on the tickets you are working on
- Organize tickets based on factors such as deadline or type of customer using the ‘Work Mode’
- Respond quickly to customer conversations with the help of response templates
- Collaborate easily with your team on every ticket with ‘Team Feed’
The only drawback with the app is that users find it difficult to use since the interface is quite clunky. There is a steep learning curve and it takes some time to get used to.
“The Zoho Desk app is not the easiest to use or initial setup. The user interface is very bulky and does take a bit of time to get used to. “
– Zoho Desk user on App Store
Pricing:
Zoho Desk offers five pricing plans.
- Free
- Express: $7/user/month
- Standard: $14/user/month
- Professional: $23/user/month
- Enterprise: $40/user/month
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5. Kayako: Frictionless multichannel customer service platform
Kayako’s customer support software empowers businesses to efficiently manage their customer inquiries and support interactions. It offers ticket management and multichannel support across email, social media, and knowledge base.
Kayako also has a mobile app on both Android and iOS devices – that makes customer service more convenient while on the go.
With Kayako’s mobile app you can:
- Edit tickets, add notes, and upload attachments from your mobile device
- View conversations through offline viewing even when there is no Wi-Fi
Many users do however, find the app to be buggy at times. Push notifications don’t often work and critical support features are missing which makes offering customer service through the app very tricky.
“Kayako is a decent ticket system, but there are a lot of annoying little bugs behind the scenes. Messages to support get responded to quickly, but the response is usually that the developers will fix this in the next version. I’ve been using it for several months, and none of the fixes have been rolled out yet.”
– Kayako user on Google Playstore
Pricing:
- Inbox: $15/user/month
- Scale: $60/user/month
- Enterprise: $100/user/month
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Conclusion
Choosing the right customer service ticketing system is a critical decision that can significantly impact your business’s ability to provide efficient support to customers.
When selecting the right system for your organization, consider factors such as your business size, industry, communication channels, automation requirements, and budget. Each system presents an array of advantages, and it’s important to match their offerings with your specific support goals.
A multichannel helpdesk like Hiver offers features that can help your business provide world-class support without going overboard on budget.
It is simple, easy-to-use, and allows you manage customer communication without having to switch between multiple tools. If you’re curious to know more, give Hiver a try with a free 7 day trial.
Frequently Asked Questions (FAQs)
1. What is a customer support ticketing application?
A customer service ticketing application is a software tool that organizes and tracks customer support requests, streamlining the resolution process.
2. Why is it beneficial for support teams?
It offers significant benefits for support teams, including:
- Improved Efficiency: Automates workflows, reducing manual effort and speeding up response times.
- Better Organization: Allows sorting and prioritizing tickets to address critical issues promptly.
- Enhanced Collaboration: Features like shared inboxes and internal notes facilitate teamwork.
- Centralized Communication: Centralizes customer interactions from various channels.
- Data-Driven Insights: Generates metrics for informed decision-making to improve service quality.
- Increased Customer Satisfaction: Enables faster, more effective resolutions and supports self-service options.
3. Which ticketing tool is the best?
Determining the best ticketing tool depends on specific needs and requirements. Based on the popular analysis, some of the best ticketing tools include Zendesk, Freshdesk, HappyFox, HelpScout, Hiver, Jira Service Desk, and Zoho Desk.
4. How does implementing a ticketing tool like Hiver improve customer service?
Implementing Hiver improves customer service by:
- Speeding up responses: Prioritizes and streamlines inquiries for quicker resolution.
- Improving organization: Centralizes customer conversations to ensure consistency and visibility.
- Offering data insights: Tracks important metrics like FRT, CSAT, and resolution times to identify trends and areas for improvement.
- Boosting productivity: Automates workflows and facilitates team collaboration for efficiency.
- Enabling self-service: Integrates self-help options, reducing ticket volume.
- Helps to measure and improve performance: Uses feedback and performance metrics to track progress and identify bottlenecks.
