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Tracker
Tracker
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based opt...Read more about Tracker
SysAid
SysAid
SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up...Read more about SysAid
Volly
Volly
SoftVu is a cloud-based marketing automation solution designed to help financial services automate their marketing operations. It caters to small and mid-size businesses. SoftVu’s marketing automation solution offers lead scoring,...Read more about Volly
NICE CXone
NICE CXone
Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with...Read more about NICE CXone
Zendesk Suite
Zendesk Suite
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more about Zendesk Suite
Maximizer CRM
Maximizer CRM
Maximizer CRM is a powerful solution specifically designed for sales. We understand the unique challenges faced by sales managers and sales teams. That's why we provide a game-changing alternative to complex CRM solutions and cumb...Read more about Maximizer CRM
PlanPlus Online
PlanPlus Online
PlanPlus Online uses the Franklin Covey business planning methodology to help organizations and professionals in real estate, insurance and finance sectors manage both time and customers. The system provides an all-in-one sol...Read more about PlanPlus Online
ServiceWise
ServiceWise
ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows...Read more about ServiceWise
Mothernode CRM
Mothernode CRM
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 about Mothernode CRM
Web+Center
Web+Center
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, or...Read more about Web+Center
Freshdesk
Freshdesk
Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more about Freshdesk
LogicBox
LogicBox
Logicbox is cloud-based business management software that is suitable for small to midsize companies in a variety of industries. It offers a suite of business management modules and functions that can be configured to incorpo...Read more about LogicBox
Help Scout
Help Scout
Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support. ...Read more about Help Scout
Soffront CRM
Soffront CRM
Soffront has been the leader in on-premise CRM serving hundreds of Fortune 500 companies over the last 30+ years. Soffront can be installed in your network, in private and public clouds. Using Soffront API you can integrate with ...Read more about Soffront CRM
Enghouse eKMS
Enghouse eKMS
Now part of Enghouse Interactive, SmartSupport Knowledge Management Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer...Read more about Enghouse eKMS
ProBusinessTools
ProBusinessTools
ProBusinessTools is a cloud-based service management solution suitable for companies of all sizes. ProBusinessTools helps streamline the service process, from scheduling and dispatching to managing inventory, technicians, reportin...Read more about ProBusinessTools
InfoFlo
InfoFlo
InfoFlo is an integrated CRM solution that can be accessed online or installed on-premise. The system provides contact management, computer telephony integration, marketing and sales automation, and customer support. Users also ha...Read more about InfoFlo
Commence
Commence
Commence CRM is a cloud-based customer relationship management(CRM) solution that caters to small and mid-size businesses and helps them to manage communication with existing and potential customers. The solution includes various ...Read more about Commence
SolarWinds Service Desk
SolarWinds Service Desk
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses...Read more about SolarWinds Service Desk
AddressTwo
AddressTwo
AddressTwo is a cloud-based customer relationship management (CRM) solution developed by small business owners. It helps teams manage their contacts, leads, follow-up tasks and other sales and marketing activities. Applicatio...Read more about AddressTwo
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Buyers Guide
Last Updated: March 16, 2023As a business, you use a range of digital systems. To ensure the smooth functioning of these systems, you need a support team to resolve IT issues such as system bugs and software glitches.
You can help your support team be more effective at their job by investing in an IT ticketing system. IT ticketing software automatically assigns incoming IT requests to the right service desk agent, helping your support team tackle IT requests from employees as well as customers.
This guide will help you better understand the role of IT ticketing systems. It’ll explain how they fit into a general IT services management strategy, as well as what to consider when purchasing an IT help desk ticketing system.
Here’s what we’ll cover:
What is an IT ticketing system?
Common features of an IT ticketing system
Key considerations when purchasing an IT ticketing system
What is an IT ticketing system?
IT ticketing software allows your IT department to track and consolidate support requests from your team in one easy-to-manage location. This type of software is extremely common and goes by many different names. Incident management software, incident tracking software, trouble ticket software, IT helpdesk software, and helpdesk ticketing system 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 support agent or department whose responsibility it is to address the particular problem it identifies.
Track the progress of the ticket as internal teams work toward a resolution.
Coordinate the work of different teams and 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 insights into developing problems and help companies plan for future service needs.
Tracking the status of customer support tickets in TeamSupport (Source)
Common features of an IT ticketing system
While IT ticketing systems come in a variety of industry-specific platforms (more on those below), there’s a group of core features 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 which party is ultimately responsible for its resolution. |
Automated handling | Ticket ownership is updated and (re-)assigned automatically, based on a company’s specific workflow and predetermined conditions. |
Policy enforcement | Ticket policy enforcement helps make sure employees follow company policies and procedures. For example, it ensures they’ve completed all the 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 co-workers. |
Reporting and analytics | These tools measure the company’s ticket processing and provide insights into, for example, changes in ticket volume (which may 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. |
What type of buyer are you?
To make the right software purchase decision, you need to understand which buyer group you belong to and the group’s key concerns. Most buyers belong to the following categories:
Small and midsize businesses (fewer than 1,000 employees): These buyers are usually looking for an affordable solution that serves as a ticket management system for resolving employee or customer queries regarding IT issues. A cloud-based IT ticketing system with a low monthly or annual subscription fee is an ideal option for these buyers.
Enterprise buyers (1,000+ employees): These buyers are usually looking for a full-suite helpdesk ticketing system that comes with advanced functionality, such as the ability to add custom fields to tickets. They also need a system that offers integration capabilities with tools such as human resources (HR) software for faster tracking and assigning of tickets.
Key considerations when purchasing an IT ticketing system
There are many different kinds of IT ticketing systems available on the market. To find the right one for your business, keep these considerations in mind:
Niche ticketing management needs: IT ticketing systems are often bundled with other software applications and suites. However, a niche ticketing system can be beneficial for certain business use cases. For instance, if you’re a software development company then a bug tracking solution, which offers ticketing functionality, can be your choice for servicing customer tickets.
Employee service vs. customer service: If you’re looking for a ticketing management system to manage service requests from only employees, then help desk software can be useful as it bundles an IT ticketing system. But if you want a ticket system to help your customer support team handle customer issues effectively, then using customer service software would be a better choice.
Total cost of software ownership: The cost of IT support ticket software can rise when you want more features, such as live chat and a self service portal, besides ticket management. There can also be additional costs for services such as priority customer support, training, and user onboarding. Clarify all such costs during vendor discussions, so there aren’t any last-minute surprises.
Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or a recommendation. It was obtained from sources believed to be reliable at the time of publication.