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IT Ticketing Systems


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Base logo
 
Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
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Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
 
Claritysoft logo
 
Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
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Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
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SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
 
SalesOutlook CRM logo
 
SalesOutlook CRM is a unique and comprehensive Customer Relationship Management and email marketing system that was developed from the ground up to be fully embedded into Microsoft Outlook. This system is the first of its kind, and... Read More
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SalesOutlook CRM is a unique and comprehensive Customer Relationship Management and email marketing system that was developed from the ground up to be fully embedded into Microsoft Outlook. This system is the first of its kind, and... Read More
 
Maximizer CRM logo
 
On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.
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On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.

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1CRM logo
 
1CRM by CRMonCall offers businesses a solution for managing their sales, customer service and business operations. 1CRM combines a CRM system with full order management functionality to develop quotes, track orders, generate invoices,... Read More
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1CRM by CRMonCall offers businesses a solution for managing their sales, customer service and business operations. 1CRM combines a CRM system with full order management functionality to develop quotes, track orders, generate invoices,... Read More
 
PlanPlus Online logo
 
PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
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PlanPlus Online is a complete online solution for customer relationship management and business collaboration. It includes modules for SFA, customer support and email marketing, all designed to enhance overall productivity.
 
SAP Digital CRM logo
 
SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More
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SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More
 
OnContact CRM logo
 
Offering a choice web-based or on-premise deployment, OnContact CRM 7 is a great fit for price-conscious companies in several industries, including Banking, Software, Healthcare, Insurance, and Field Service. It is Mac compatible.
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Offering a choice web-based or on-premise deployment, OnContact CRM 7 is a great fit for price-conscious companies in several industries, including Banking, Software, Healthcare, Insurance, and Field Service. It is Mac compatible.
 
inContact Hosted Call Center logo
 
Used by contact centers around the world, inContact’s Software as a Service (SaaS)-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of... Read More
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Used by contact centers around the world, inContact’s Software as a Service (SaaS)-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of... Read More

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Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
Mothernode CRM logo
 
Mothernode CRM is a SaaS-based CRM solution designed to help small and midsized businesses manage customer relationships and create effective sales process. With Mothernode CRM, individuals and sales teams alike have a system that... Read More
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Mothernode CRM is a SaaS-based CRM solution designed to help small and midsized businesses manage customer relationships and create effective sales process. With Mothernode CRM, individuals and sales teams alike have a system that... Read More
 
TeamSupport logo
 
TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read More
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TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read More
 
PhaseWare Tracker logo
 
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
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PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
 
Vivantio Pro logo
 
Vivantio is a service management system that allows users to create a personalized solution that aligns with internal business processes. Key features of the software include dashboards, charts, and reports, routing and assignments,... Read More
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Vivantio is a service management system that allows users to create a personalized solution that aligns with internal business processes. Key features of the software include dashboards, charts, and reports, routing and assignments,... Read More

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Logicbox CRM logo
 
Logicbox is a cloud-based customer relationship management (CRM) solution that is suitable for small to midsize businesses in a variety of industries. It offers a suite of standard CRM functions that can be configured to incorporate... Read More
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Logicbox is a cloud-based customer relationship management (CRM) solution that is suitable for small to midsize businesses in a variety of industries. It offers a suite of standard CRM functions that can be configured to incorporate... Read More
 
Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. Samanage offers comprehensive service desk functionality that helps businesses respond to service requests in... Read More
 
Infor CRM (formerly Saleslogix) logo
 
Infor CRM provides a complete view of contacts and interactions across user organizations. Buyers can use this CRM to increase efficiency as they identify prospects, deliver care, acquire customers and manage relations.
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Infor CRM provides a complete view of contacts and interactions across user organizations. Buyers can use this CRM to increase efficiency as they identify prospects, deliver care, acquire customers and manage relations.
 
InvGate Service Desk logo
 
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support, self service knowledge management, and more. The system is compatible on Mac, Windows, and iPad (or... Read More
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InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support, self service knowledge management, and more. The system is compatible on Mac, Windows, and iPad (or... Read More
 
Maximizer CRM logo
 
Maximizer CRM Wealth Manager is software that helps Financial Advisors, Insurance Agents, Mortgage and Securities Brokers and other financial services planners streamline their sales, marketing, and management challenges. The system... Read More
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Maximizer CRM Wealth Manager is software that helps Financial Advisors, Insurance Agents, Mortgage and Securities Brokers and other financial services planners streamline their sales, marketing, and management challenges. The system... Read More
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: April 25, 2017


If yours is among the thousands of companies that invest in new help and service desk software every year, you probably want to know more about IT ticketing software. IT ticketing applications are a core function of IT service desk and help desk platforms, and the names are sometimes used interchangeably.

This guide will help you better understand the role of IT ticketing systems. It will explain how they fit into a general IT services management strategy, as well as what to consider when purchasing IT service and help desk platforms.

We’ll discuss the following:

What Is an IT Ticketing System?
Common Functionality of IT Ticketing Systems
The Vendor Landscape
Pricing Models for IT Ticketing Systems

What Is an IT Ticketing System?

IT ticketing software is extremely common, and goes by many different names: incident management software, incident tracking software and trouble ticket software are just a few examples. Though there can be slight functional differences, all of these systems typically serve the following purposes:

  • Assign individual case numbers, or “tickets”, to each problem or issue reported by an end user
  • Help process that ticket by assigning it to the individual or department whose responsibility it is to address the particular problem it identifies
  • Mark progress on the ticket as internal teams work toward a resolution
  • Coordinate the work of different teams and/or the end user or customer, based on the ticket’s level of priority
  • Provide a centralized, real-time view of the problems customers are having
  • Offer insight into developing problems and help companies plan for future service needs

IT ticketing systems include a variety of functions to assist with—and automate—the processes and procedures outlined above. These are discussed below.

Common Functionality of IT Ticketing Systems

While IT ticketing systems do come in a variety of industry-specific platforms (more on those below), there’s a group of core functionalities common to most. These include:

Ticket creation Allows tickets to be created by employees (or, occasionally, end users) to initiate a service request. Some platforms can automatically create tickets from emailed service requests.
Ticket ownership Maintains a record of each ticket’s ownership status, showing which agents have previously collaborated on it and what party is ultimately responsible for its resolution.
Automated handling Ticket ownership is updated and (re-)assigned automatically, based on the company’s specific workflow and predetermined conditions.
Policy enforcement Ticket policy enforcement helps ensure employees follow company policies and procedures—for example, by ensuring they’ve completed all necessary steps before opening, closing or reassigning a ticket.
Knowledge base A knowledge base is a centralized repository of information that agents can refer to, learn from and add to when handling tickets and collaborating with coworkers.
Reporting and analytics These tools measure the company’s ticket processing and provide insight; into, for example, changes in ticket volume that might suggest problems with a product, or the productivity of employees working on different types of tickets.
Custom fields The ability to add custom fields to IT tickets lets companies tailor and expand the system’s capabilities to their own specific needs, the needs of their industry or the needs of customers.

The Vendor Landscape

IT ticketing systems are sold as both on-premise installations and as cloud-deployed solutions. They may be available as stand-alone systems, but are more often bundled with other software applications and suites. These include:

Help desk software: IT ticketing is the central component of help desk software. Help desk software is used to manage IT issues experienced and reported by employees.

Customer service software: Customer service platforms also include ticketing functionality. These systems are used as described above, only the end users are customers instead of employees.

Bug tracking software: Bug tracking software also includes ticketing functionality; however, it’s almost always used internally, and primarily used by software development teams.

Pricing Models for IT Ticketing Systems

There are several different pricing models for IT ticketing systems. These include:

Free and freemium: Products like Freshdesk and Spiceworks offer free cloud-based IT ticketing systems. These can be a good choice for companies with very limited requirements or those that expect a low volume of incoming support requests.

Per-agent, per-month: A majority of IT ticketing systems follow this pricing model. Zendesk, one of the most popular products in this space, has plans that cost $5, $19, $49 and $99 per agent, per month. The cheapest is a barebones option with very limited functionality, while the top tier includes a wide selection of basic and advanced functionality.

One-time fee: Some of the most advanced and enterprise-focused ticketing systems can be purchased with a one-time fee. The fee is usually based on the number of agents who will use the system and the degree of integration and support the purchasing company needs.

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Help Desk Software Pricing Guide

 

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