Ticket management system and ticketing tools are a software solution created for better handling and resolution of customer grievances as well as issues faced by employees within your organisation.
What is IT Helpdesk Ticket Systems Software
An IT helpdesk ticket system works by generating a ticket whenever an incident related to asset, network access, etc. is raised. This ticket generated using a ticket management system is assigned to both the person raising the issue and the executive catering to it and stays active until the issue is resolved.
Using IT ticket tools and IT ticket systems, customers can view action taken on their grievance and its current status by using ticket management software. The ticket can be closed from either side and even reopened in case the customer requires additional help.
Ticket Management System Features for Your IT Champs
Since the ticket management system plays a big role in deciding how good your customer service really is, it is imperative that your IT team has the best IT helpdesk software to easily resolve incidents. We list some of the important features available with an efficient IT helpdesk software, IT ticket tools and ticket management software:
- Omnichannel support
A robust ticket management system can keep a track of customer incidents raised across multiple channels such as social media in addition to email, calls and live chat. The IT helpdesk software is also able to present tickets generated through these multi channels under one platform.
- Integration with website
Your ticket management software can be completely integrated with your website or application so that customers can utilize it easily in case of any grievance.
- Automation of repetitive tasks using the best ticketing system
By using an IT helpdesk ticketing system, you can automate processes associated with handling of tickets for example sending automatic notification to customers when their ticket is resolved, etc.
- Personalized ticket generation with the best ticket system
Ticket management systems provide personalised ticket generation experience to each user. They do this by showing agents past tickets generated by the user, thus skipping asking basic information again and serving customers in a better manner.
- Ticket Management Tools Enhance IT team’s performance
IT ticketing tools help to enhance the performance of the IT team in providing customer support and employee support. Using IT ticketing software, tickets can be assigned to a group in addition to an individual with IT helpdesk software. Agents can add their notes for reference and managers can monitor handling of tickets by the agents with the assistance of the best support ticket system.
10 Best IT Ticket Systems and Ticketing Tools in 2020 for Helpdesk
- TeamSupport Ticketing Tool
- HPSM ticketing Tool
- Ticket Tool Jira
- Mojo IT Helpdesk
- Vision Helpdesk
TeamSupport Ticketing Tool
TeamSupport ticketing tool enables easy resolution of customers’ queries by allowing collaboration between different teams in an organisation. Team Support, one of the best ticketing software, has been designed for modern B2B organisations to ensure outstanding customer support.
Features of TeamSupport, One of the Best Help Desk Ticketing System
- Automation of ticket generation process
The moment a person raises an issue, ticket is generated and assigned to the agent most capable of resolving it by this support ticket management system.
- Provides sentiment analysis
TeamSupport software uses IBM WatsonTM to understand a person’s sentiment when they first ask for assistance.
- Easy to use interface
This IT ticketing tool has an easy to use interface which makes ticket generation simple for first time users.
- Easy to tweak and customize
The ticket management software supports customization and can be tweaked as your organisation’s needs evolve.
- Generation of email reports
Using TeamSupport IT helpdesk software, you can generate email reports about utilization of IT personnel and resources for ticket resolution.
Pricing of TeamSupport IT Ticket Management Software: Price of TeamSupport ticket management system starts at ₹3741.28 per user per month. It also offers an enterprise version for ₹4791.50 per user per month.
HPSM Ticketing Tool
Originally known as PNMS, HP service management ticketing tool is a part of HP open view product suite. HPSM, counted as one of the best in the help desk ticketing software list, is used by businesses for resolving IT processes such as change, problem, incident, etc. and even for transforming big data into insights.
Features of HPSM, One of the Best IT Help Desk Ticketing System
- Cloud based as well as on premise
HPSM ticket management software is available for use both as cloud-based software as well as on premise usage.
- Codeless configuration
Codeless configuration of HPSM IT helpdesk software makes it more customizable and flexible to use with future updates.
- Mobile compatibility
Users of HPMS can access its different functionalities such as self-ticketing from their mobile phones.
- Build your own workflows
HPMS IT helpdesk ticketing system allows users to build their own process workflows to manage their workload better.
- Support services
HP offers robust support services for HPSM users either through phone or through an online knowledge base.
Pricing of HPSM Ticketing Management System: Price of HPSM starts from ₹3726.53 per month per user.
Ticketing Tool Jira
The name of this ticketing tool is inspired from the Japanese name ‘Gojira’ which means Godzilla. Jira ticket management system is used for bug tracking in software and mobile apps in addition to issue tracking and detecting bottlenecks in projects.
Jira Ticket Management System Features:
- Self knowledge portal
Customer service agents can make use of Jira’s self-knowledge portal to quickly find solutions for frequently asked questions.
- Setting up numerous SLAs
Using Jira’s IT ticketing tools, you can set up different service level agreements. You can resolve requests based on their priorities and notify teams about SLA violations.
- Availability of ‘queues’ feature
Using Queues available in this IT ticketing system, agents can allot priority tags like high priority or low priority customer requests.
- Easy to obtain customer feedback
Jira’s inbuilt feature allows you to collect users’ feedback and improve on your customer service.
- Enhanced search option
The search option in Jira ticketing tool is based on machine learning, allowing for smarter searches for both employees and customers.
Pricing of Jira IT Ticketing Management Systems: Price of Jira IT helpdesk software begins from ₹698 per user per month for 1-10 users and ₹838206 for upto 500 users. For detailed pricing and demo, you can connect with us.
HubSpot ticketing tool allows users to consolidate tickets raised across multiple channels under one dashboard. This dashboard offered by HubSpot ticketing tool is accessible to all team members. It is suitable for managers to view metrics such as the agent’s response time, the number of tickets raised within a specific time, etc.
HubSpot Ticket Systems Features
- Automated ticket creation
HubSpot ticket management system creates a ticket automatically whenever a customer reaches out and depending on the issue, notifies the appropriate person to handle it.
- Prioritization of tickets
Using HubSpot, you can prioritize incoming tickets so that critical issues are sorted first.
- Ticket generation via email
With HubSpot IT helpdesk software, you can convert customer emails into tickets or direct them directly to the dashboard.
- In built reporting tools
HubSpot IT ticketing tools include reporting tools to track the usage of the knowledge, customer service impact and much more.
- Centralized tracking
Tickets can be assigned to different members and tracked at a centralized location to know their status.
Pricing of HubSpot Ticket Management Systems: Price of HubSpot ticket management system starts from ₹3317.20 per user per month. Details of other paid plans are as follows:
- Professional- ₹26537.56
- Enterprise- ₹88458.54
For more details on price and demo, you can connect with us.
Mojo IT Helpdesk
Mojo IT helpdesk software is suitable for handling internal service requests as well as external requests generated by customers. This IT ticket system comes with built in reporting tools to measure the effectiveness of your customer service and the option of storing data associated with past tickets in the cloud.
Mojo Ticket Management Software Features
- Welcome page
Mojo ticket management system has an interactive welcome page which notifies users of business hours, crucial information, updates, etc.
- Multi language support
In addition to English, this ticket management software provides its services in French and Spanish.
- Efficient categorization of tickets
Agents can categorize tickets on several factors such as priority, types, assigned agents, etc. to streamline the resolution process.
- Keeping track of ticket resolution time
With Mojo IT helpdesk software, you can keep track of how much time you are spending on ticket resolution and handling priority tickets.
- Integration with third party calendar apps
Mojo Helpdesk ticket management system can be integrated with calendar apps such as Google Calendar and Office 365 calendar to monitor recurring tickets and ticket deadlines.
Pricing of Mojo Helpdesk, One of The Best Ticketing Systems: Pricing of Mojo Helpdesk IT ticketing tools starts from ₹2161.17 per user per month. Details of other plans are as follows:
- Enterprise- ₹7297.83 per month
- Unlimited- ₹29412.46 per month
Zendesk ticket management software is one of the leading online IT help desk tools that ensures customer service management. Zendesk, touted as one of the best ticket systems, supports ticket consolidation, generated across multiple platforms. Your IT team can view the entire ticketing history of a customer through Zendesk to support them better.
Features of Zendesk Ticket Management Tools
- Availability of Zendesk suite
Zendesk provides a suite of support apps which can be utilized to service customers better.
- Self service portal
By making use of Zendesk’s knowledge base, you can design a self-service customer portal to reduce time agents spend on repetitive tasks.
- Mobile support
Users can seek out Zendesk’s support services through their android or iOS devices.
- Time zone and language compatible
Zendesk IT ticketing tools can be used across the globe in different time zones and languages.
- Customer facing interface
Interface of Zendesk can be branded to align it with your company’s image.
Pricing of Zendesk IT Ticketing Software: Price of Zendesk IT helpdesk software can be obtained from the official site. For demo and other details, you can connect with us.
Interface of Zendesk can be branded to align it with your company’s image.
Vision Helpdesk ticket management software helps online businesses, ecommerce companies, software industry and others to serve their clients in a better fashion. Vision Helpdesk, one of the best support ticket systems, consolidates tickets from multiple platforms under one dashboard.
Features of Vision Helpdesk Automated Ticketing System
- Automated workflows
Using the rule-based system, you can create automated workflows for better functioning.
- Enhanced notifications
This IT helpdesk ticketing system alerts customers about updates on their tickets by delivering notifications to their email account.
- Collaboration through Blabby
Blabby from Vision Helpdesk supports collaboration between team members on resolution of tickets.
- Agent achievement on Gamification
Gamification on Vision Helpdesk ticket management software shows an agent’s achievement levels, which are kind of a reward system for resolving customer issues.
- Task delegation
Using Vision Helpdesk, you can quickly delegate different tickets to the best available agents and keep a tab on the status of these tickets.
Pricing of Vision Helpdesk Ticketing Tools: Pricing of Vision Helpdesk ticket management system starts from ₹894.28 per user per month. Price details of other plans are as follows:
- Pro help desk- ₹1474.31 per agent per month
- Satellite help desk- ₹1769.17 per agent per month
- Pro service desk- ₹2358.89 per agent per month
- Ent service desk- ₹3538.34 per agent per month
SolarWinds Service Desk
SolarWinds ticket management system is an essential tool for the IT departments as it helps them streamline the process of ticket submission and resolution. With this IT ticket system, you can coalesce tickets generated through email, mobile app or chat. SolarWinds also automates repetitive tasks and ensures that a particular ticket is routed to the most capable agent.
Features of SolarWinds Ticket Management Software
- Faster ticket resolution
This software resolves tickets real fast by quickly aligning the required resources.
- Visualizing full incident lifecycle
As one of the best ticketing systems, the software is the best for generating tickets as this further helps IT teams view its lifecycle.
- Using Artificial Intelligence
SolarWinds uses AI to recommend solutions for quicker incident resolution.
- Consolidating resolution of tickets
You have the option of consolidating resolution of tickets which might be related to the same incident.
- In-built reports
SolarWinds ticket management tools offer in-built reports to obtain ticket status, performance of the agent resolving it and much more.
SolarWinds IT Ticketing Software Pricing: Pricing details are as follows:
- Team- ₹1400.28 per month per agent
- Business- ₹2874.25 per month per agent
- Professional- ₹5085.22 per month per agent
- Enterprise- ₹6559.19 per month per agent
One of the best support ticket systems, HappyFox provides the option of filtering incoming tickets on the basis of different rules. With this automated ticketing system, you can even pin critical tickets to resolve them first. HappyFox accepts tickets from different channels such as email, chat, phone calls and much more.
Features of HappyFox, One of The Best Ticketing Software
- Categorization of tickets
Tickets can be sorted into different categories such as sales, marketing, billing, etc.
You can attach specific tags to different tickets so as to make it easier to search for them in the future.
- Better replies
HappyFox ranks among the top software in the help desk ticketing software list as it lets you draft replies for ticket resolution with improved readability.
- Preset replies
You can enhance the productivity of your entire team by providing preset answers to frequently asked questions.
- Time tracking
Managers can track time spent by each agent on a particular ticket and monitor their performance on this basis.
Pricing of HappyFox, One of The Best Help Desk Ticketing Systems: The price of HappyFox is available on request. You can visit the official site for more details.
JitBit support ticket management system is available for use both in SaaS and on- premise versions. The IT ticket management software extends support for POP3 and IMAP as well as provides in-built mailboxes exclusively for SaaS customers. JitBit is easy to set up and starts working in no time, making it therefore one of the best IT help desk ticketing systems.
JitBit Ticket Management System Features
- Mobile compatibility
JitBit has dedicated mobile apps for both Android and iOS devices using which you can handle tickets on the go.
- Advanced automation
You can automate repetitive tasks such as assigning tickets to agents, giving preset replies to frequently asked questions and much more.
- Prioritization of tickets
You can arrange the pending tickets queue in such a manner so that the most critical tickets are resolved first.
- Knowledge base
You can attach links to articles from the knowledge base of JitBit in response to customer query.
- Robust integration with third party apps
JitBit ticketing management system offers integration with apps such as Slack, Google Drive, Github, etc.
Pricing of JitBit IT Ticketing System: Pricing detail of JitBit ticketing tools is as follows:
- Saas (hosted)- ₹1765 per month
- Small- ₹124969 (one-time purchase)
- Company- ₹257349 (one-time purchase)
- Enterprise- ₹367673 (one-time purchase)
Top Ticket Systems: Summing it Up
Ticket management systems serve as a potent tool to serve your customers in an enhanced manner. From the above listed ticket management software, choose the one which is suited for your organisation.