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Claritysoft CRM

Claritysoft is a cloud-based 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 withi...Read more about Claritysoft CRM

4.5 (167 reviews)

44 recommendations

Shape

Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for b...Read more about Shape

4.8 (41 reviews)

35 recommendations

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

4.0 (350 reviews)

26 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-...Read more about Workbooks

4.3 (109 reviews)

12 recommendations

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SalesNOW

SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including conta...Read more about SalesNOW

4.6 (83 reviews)

11 recommendations

Creatio CRM

Creatio is a global vendor of a no-code platform to automate workflows and CRM with a maximum degree of freedom. Creatio offering includes a no-code platform (Studio Creatio), CRM applications (Marketing, Sales and Service), indus...Read more about Creatio CRM

4.7 (117 reviews)

6 recommendations

Issuetrak

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more about Issuetrak

4.6 (187 reviews)

4 recommendations

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

4.4 (3848 reviews)

1 recommendations

TeamSupport

TeamSupport is a robust customer support solution designed to improve customer satisfaction, simplify workflows, and make agents’ lives easier. We empower teams of all sizes to consolidate channels, shorten time to resolution, col...Read more about TeamSupport

4.5 (844 reviews)

1 recommendations

Quickbase

Quickbase is a no-code collaborative work management platform that empowers citizen developers to improve operations through real-time insights and automations across complex processes and disparate systems. Here's why Quickbase i...Read more about Quickbase

4.5 (294 reviews)

1 recommendations

Zoho CRM

Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respo...Read more about Zoho CRM

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offer...Read more about Dynamics 365

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

Zoho Desk

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat...Read more about Zoho Desk

ConnectWise ScreenConnect

ConnectWise ScreenConnect (formerly ConnectWise Control) is a cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for...Read more about ConnectWise ScreenConnect

Nimble

Nimble offers browser widget and mobile-based sales force automation and social CRM solution for small and midsize businesses. The solution automatically populates customer profiles and interaction histories from contact lists, em...Read more about Nimble

LiveAgent

LiveAgent is an online Help Desk solution for e-commerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals, and change and license management, all...Read more about LiveAgent

NetSuite

With an integrated system that includes ERP, financials, commerce, inventory management, HR, PSA, supply chain management, CRM and more – NetSuite enables fast-growing businesses across all industries to work more effectively by a...Read more about NetSuite

Asset Panda

Asset Panda is a cloud-based platform for facility managers that offers a suite of applications including asset tracking and maintenance management. It is compatible with Windows, Mac, iPad, iPhone and can be used from anywhere wh...Read more about Asset Panda

mHelpDesk

mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting. mHelpDesk ...Read more about mHelpDesk

Buyers Guide

Last Updated: March 16, 2023

As 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

What type of buyer are you?

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.

TeamSupport-Dashboard

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.