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Help desk ticketing systems are tools for keeping track of customer issues to aid your support teams in resolving them in a timely manner. They help in converting customer challenges or issues into positive customer experiences and grow a satisfied customer base for your organization.
With a plethora of help desk ticketing systems in the market, it can be very overwhelming to choose the ideal system for your business. In this write-up, I’ll walk you through some of the best ones out there so you can decide on the ideal help desk ticketing system for your business. (Source: hongkiat)
1. Freshdesk
Freshdesk is an all-in-one customer service software that can be used by small businesses as well as enterprises. It has a wide range of features and tools to manage customer service.
It is highly customizable and easy to use, which makes it one of the best help desk systems on the market today.
Freshdesk features AI-based tools to help solve problems for your customers quickly and efficiently by automating and streamlining your service processes.
For example, it can auto-assign tickets based on set preferences and its AI-based bot called Freddy can suggest knowledge base articles. Moreover, you can track performance analytics using its customizable dashboards and reports.
Price:
Freshdesk offers a free plan supporting 10 agents, email and social ticketing, knowledge base, and ticket trend report.
Its Growth and Pro plans for $18 and $59 per agent per month enable automation, marketplace apps, custom views, customer fields, time tracking, and more.
Enterprise plan for $79 per agent per month adds sandbox, approval workflows, email bot, etc.
2. Zoho Desk
Zoho Desk is an all-in-one help desk ticketing system that helps customer service teams manage customer requests and improve the overall customer experience. It offers many features and tools for support agents and managers to provide exemplary service and gain customer service insights.
Zoho Desk is a perfect fit if your business is already using the Zoho Suite. Nevertheless, it is a multichannel help desk system integrating email, live chat, phone, social media, etc. under a single interface.
Moreover, you can create a self-service portal for your customers with FAQs and tutorials (aka knowledge base). Its dashboards and reports provide insights about service performance.
Price:
Zoho has a free plan supporting 3 agents, email ticketing, customer management, knowledge base, macros, and more.
Its Standard and Professional plans for $20 and $35 per agent per month respectively offer social channels, public knowledge base, assignment and workflow rules, dashboards, integrations, etc.
Enterprise plan for $50 per agent per month offers Zia (AI-powered agent), live chat, custom functions, validation and layout rules, etc.
3. ProProfs
ProProfs is a help desk ticketing system that provides a way for companies to manage their customer service and support. It is designed to work as a simple and efficient tool for customer service departments to manage customer issues or tickets.
ProProfs is an enterprise product that was designed with the goal of providing a user-friendly interface for both the customer and the company.
Additionally, ProProfs supports a lot of automation options for speeding up the process of solving customer tickets. You can configure it to auto-assign tickets in round-robin fashion and set up pre-written responses for improved response times.
Also, there’s an option to create a public knowledge base to help customers self-service on common issues. Its real-time reports help measure and improve performance.
Price:
ProProfs plans start with its Essentials plan for $15 per user per month offering effective support with shared inboxes and essential help desk features.
Premium plan for $20 per user per month supports unlimited inboxes and advanced feature set including ticket routing, child tickets, white labeling, etc.
Enterprise plan adds more like custom automations and integrations, Single Sign-On (SSO), etc. If you need live chat too, it costs an extra $5 on each plan.
4. HubSpot Service Hub
HubSpot Service Hub enables you to create tickets, assign tickets, and take action on tickets as a team. It is designed to be flexible enough to meet the needs of any organization and supports collaboration between customer service and other teams on solving tickets.
HubSpot’s Service Hub lets you create knowledge base for agents as well as customers, enable live chat for quick communication, and add automation features to speed up ticket resolutions. In addition, you can connect various channels under one shared inbox including email, live chat, etc.
Price:
HubSpot Service Hub’s Starter plan starts at $50 per month for 2 users, live chat, shared inbox, ticket pipelines, automations, repeating tasks, etc.
Professional plan starts at $500 per month for 5 users offering ticket routing, knowledge base, customer portal, service analytics, and more.
Enterprise plan starts at 1200 per month for 10 users, Single Sign-On (SSO), sandboxes, etc.
5. Zendesk for Service
Zendesk is an enterprise-ready help desk ticketing system that offers a variety of features for service organizations. It is one of the oldest and most popular names in the help desk ticketing system industry.
One of its interesting features is the strong cross-channel communication for reaching your customers through their favorite channels such as email, live chat, and social media like Facebook and Twitter.
Zenesk AI-powered chatbots can be personalized and send pre-written responses while the agents are busy solving other tickets. You can configure a knowledge base to allow customers to get help on their issues in a self-service manner.
Its workflows can auto-route tickets per configuration and direct customers to FAQs. You also get in-depth analytics on your service teams through its reports.
Price:
Zendesk’s Suite Team plan starts at $49 per agent per month for unified messaging, automations and workflows, reporting and analytics, apps and integrations, and more.
Growth plan for $79 per agent per month offers advanced automations, custom integrations, and more.
Professional plan for $99 per agent per month offers skill-based routing, customizable dashboards, etc.
Enterprise plan for $150 per agent per month offers a lot more like customizable workspaces, shared dashboards, etc.
6. HappyFox
HappyFox is a help desk ticketing system that provides a better way for customer support to manage the flow of incoming tickets. It has a simple and intuitive interface that makes it easy for customers to submit tickets and get the help they need.
HappyFox also provides powerful features such as workflows, ticket routing, integrations with other tools, customizable templates, etc.
It helps you to manage customer inquiries, requests, and problems. It provides an easy way for both customers and employees to report issues or request assistance from other teams.
Create a knowledge base and a community forum to help your customers with the tool. Its AI assistant can help with managing workflows, chatting with customers, and improving support.
Price:
HappyFox Help Desk’s Mighty plan costs $39 per agent per month offering omnichannel tickets, knowledge base, Single Sign-On (SSO), etc.
Fantastic plan costs $59 per agent per month for multi-branding, custom ticket queues, etc.
Its Enterprise and Enterprise Plus plans for $79 and $99 per agent per month offers even more: asset and task management in Enterprise and agent scripting and all-time reporting history in Enterprise Plus.
7. Jira Service Management
Jira Service Management helps teams work together, stay on top of issues, and deliver great customer experiences. It is designed to manage the customer service and support needs of organizations of all sizes.
Using this tool, customers can submit tickets through many channels such as email, phone call, chat, web portal, and social media as well.
It helps you categorize and prioritize tickets, create custom workflows for different types of requests, and set up escalation policies for specific types of requests.
Jira Service Management offers dashboards and reports with all the information about the tickets in one place, helping you to analyze the performance of your service teams to drive efficient customer support.
Price:
Jira Service Management’s free plan supports 3 agents, unlimited customers, configurable workflows, analytics and reporting, knowledge management, etc.
Standard and Premium plans for $20 and $45 per agent per month offer cloud support team, service status pages, etc.
Enterprise plan offers more features like Atlassian Analytics, Atlassian Data Lake, etc.
8. Kayako
Kayako is a help desk ticketing system that can be used to manage customer inquiries and requests. It provides a ticketing system to track customer issues and helps in resolving them.
The good thing about Kayako is that it can be integrated with third-party applications like CRM or project management tools so that the information of the customers is automatically updated in other systems as well.
Kayako helps drive customer satisfaction and provides insights on improving customer service and has a web-based interface as well as compatibility with mobile devices. The software is available as an on-premise solution or as a cloud-based solution that can be accessed from anywhere at any time.
Price:
Kayako has a simple pricing structure wherein it offers all features in a single plan for $60 per agent per month. It does feel a bit costlier compared to other tools on this list especially if you have a small team.
9. Mojo Helpdesk
Mojo Helpdesk is another cloud-based service that provides an easy and intuitive way to manage customer requests. It supports shared inbox with multiple channels such as chat, email, phone support, and social media, allowing your customers to get help using their convenient method.
Mojo Helpdesk allows lets you monitor tickets in real-time and keep track of what they have done for each customer inquiry. It also integrates with many third-party applications such as Slack, Jira, Zendesk, and more.
Price:
Mojo Helpdesk’s Team plan costs $14 per agent per month offering ticket tracking, self-service knowledge base, custom forms, unlimited automations, time tracking, custom views, Single Sign-On (SSO), etc.
Business plan costs $24 per agent per month and offers escalation rules, advanced security, phone support, and more.
Enterprise plan for $34 per agent per month offers more features like advanced reporting, extra quotas, sandbox, etc.
10. Vision Helpdesk
Vision Helpdesk can assign employees and agents to handle tickets, set up schedules, and track responses. You can create ticket templates for different types of requests, monitor ticket statistics, and set up schedules for support agents. It also offers an online live chat function for customers.
Vision Helpdesk provides a centralized place for all help desk tickets with simple workflows based on rule-based triggers. It also includes features for speeding up the process such as auto-sending notifications, gamifying ticket handling, and shared knowledge base to help boost customer support.
Price:
Vision Helpdesk offers 5 plans with varied set of features starting with Starter Help Desk at $15 per agent per month.
Its Pro and Satellite Help Desk plans cost $25 and $30 per agent per month respectively.
Pro and Ent Service Desk plans cost $40 and $60 per agent per month respectively with extra features. If you are looking for live chat too, it requires extra licensing.
With so many tools, you must ask some questions before picking the right tool for the job. First, how do your customers prefer to ask for support? How soon they expect a response? Can they utilize self-service tools? How many support agents are you planning to have? With these questions answered, you will be better off choosing the right tool to meet your business nee
Happy learning!