--- title: "Best IT Ticketing Systems Software - 2026 Reviews & Pricing" description: "Find the best IT Ticketing Systems for your organization. Compare top IT Ticketing Systems with customer reviews, pricing, and free demos." source_url: "https://www.softwareadvice.com/crm/it-ticketing-comparison/" page_type: "subcategory" language: "en" --- [Home](https://www.softwareadvice.com/) / IT Ticketing Systems Software Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. # Best IT Ticketing Systems Software of 2026 Updated July 29, 2026 On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Related Software Filter products 200 results ### Compare Products Showing 1 - 25 of 200 products #### Company Size - Self-Employed - 2-10 - 11-50 - 51-200 - 201-500 - 501-1000 - 1000+ #### Pricing Options - $$$$$ - $$$$$ - $$$$$ - $$$$$ - $$$$$ ### Compare Products Sort by **Recommendations**: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals. **Reviews**: Sorts listings by the number of user reviews we have published, greatest to least. **Average Rating**: Sorts listings by overall star rating based on user reviews, highest to lowest. **Alphabetically (A-Z)**: Sorts listings by product name from A to Z. ### Product: Claritysoft CRM [Claritysoft CRM](https://www.softwareadvice.com/crm/claritysoft-profile/) 4.50 [(255)](https://www.softwareadvice.com/crm/claritysoft-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Claritysoft CRM is a simple yet powerful cloud-based CRM and marketing automation platform built for growing businesses. It brings together sales, marketing, project management, and customer service tools into one easy to use system without the complexity or high costs of larger platforms. Claritysoft stands out for its focus on simplicity paired with exceptional support. Teams get up and running quickly with guided implementation and ongoing free phone support from real people. The platform is highly customizable so you can tailor screens, fields, workflows, and layouts to match your unique processes and team roles. Manage your entire customer journey in one place: generate leads with built-in marketing automation, move prospects efficiently through your sales pipeline, deliver projects consistently, and keep customers happy with strong service tools. A native mobile app keeps everything accessible on the go, while integrated email marketing helps you stay connected and drive more opportunities. With affordable pricing, clean interfaces, and automation that eliminates repetitive work, Claritysoft helps teams get organized, close more deals, and scale without the usual CRM headaches. Trusted by thousands of customers who value clarity and real results over complexity.... [Read more](https://www.softwareadvice.com/crm/claritysoft-profile/) ### Best rated features: For Startups 5.0 Activity Dashboard 5.0 Campaign Management 5.0 Configurable Workflow 5.0 [See all features](https://www.softwareadvice.com/crm/claritysoft-profile/#key-features) ### Product: SalesNOW [SalesNOW](https://www.softwareadvice.com/marketing/salesnow-profile/) 4.64 [(81)](https://www.softwareadvice.com/marketing/salesnow-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 contact, deal, case and lead management, company tracking and sales reporting. It is also available for on-premise deployment. SalesNOW allows users to take sales notes, log their calls, and capture emails automatically; train new employees by keeping corporate account histories of clients; gain a dashboard view of activities of sales representatives; and view various sales data, including next steps on leads, deals, and cases.SalesNOW also allows users to customize tabs, reports, and data fields and provides visual, graphical representations of sales forecasts, funnels, and activity reports. The solution offers a mobile application for Android, iPhone, iPad, and Blackberry devices. SalesNOW is available on a monthly subscription basis that includes support via phone, email and through product tutorials and manuals.... [Read more](https://www.softwareadvice.com/marketing/salesnow-profile/) ### Best rated features: Forecasting 5.0 Email Marketing 5.0 Segmentation 5.0 Workflow Management 5.0 ### Worst rated features: Quotes/Estimates 4.0 [See all features](https://www.softwareadvice.com/marketing/salesnow-profile/#key-features) ### Basic $19.95 [See full pricing details](https://www.softwareadvice.com/marketing/salesnow-profile/#pricing-and-plans) ### Product: Zoho CRM [Zoho CRM](https://www.softwareadvice.com/crm/zoho-crm-profile/) 4.31 [(6987)](https://www.softwareadvice.com/crm/zoho-crm-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 respond to customers across channels in real-time. Zia, Zoho CRM's AI-powered sales assistant, can predict an appropriate time to contact customers. It scans emails for emergencies and can display relevant statistics or documents when performing searches. Uers can integrate with G Suite, WordPress, MailChimp, Evernote, Unbounce and other third-party systems. Zoho CRM's software development kits provide tools to build custom functions to add to the CRM. Zoho CRM is available on monthly or annual subscriptions and support is extended via phone, email, documentation and other online measures.... [Read more](https://www.softwareadvice.com/crm/zoho-crm-profile/) ### What users love - Flexible and intuitive usability - Affordable plans and value - Comprehensive feature-rich platform ### To take in mind - Slow and inconsistent support response - Cluttered and overwhelming interface - Complex and limited email tools ### Best rated features: Client/Property Matching 5.0 For Financial Institutions 5.0 Widgets 5.0 For Mac Devices 5.0 ### Worst rated features: Chatbot 2.0 Incentive Management 3.0 Social Marketing 3.0 [See all features](https://www.softwareadvice.com/crm/zoho-crm-profile/#key-features) ### Free Custom Pricing available upon request Up to 3 Users ### Standard $14.00/month ### Professional $23.00/month [See full pricing details](https://www.softwareadvice.com/crm/zoho-crm-profile/#pricing-and-plans) ### Product: Quickbase [Quickbase](https://www.softwareadvice.com/crm/quick-base-profile/) 4.42 [(332)](https://www.softwareadvice.com/crm/quick-base-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Quickbase is a work management and application platform designed to help organizations centralize and manage complex projects and processes. It is used across industries such as construction, manufacturing, government, and solar to coordinate workflows and stakeholders. The platform addresses challenges in project management, resource allocation, field service coordination, compliance tracking, and workflow automation. It features a low-code development environment that allows users to create custom applications without requiring traditional coding skills. Quickbase includes automation tools to reduce manual tasks, mobile applications for field and remote work, and administrative controls for governance and security. It also provides analytics tools for data visualization and extensions for additional functionality. An artificial intelligence assistant, Quincy, is available to answer system-related questions. The platform’s architecture supports various use cases, enabling organizations to manage projects, optimize resources, automate workflows, and coordinate field operations. It includes pre-built applications for tasks such as contract management, compliance management, and hazard identification. Quickbase offers real-time visibility into operations, helping teams track progress, manage budgets and equipment, and maintain communication between office and field personnel.... [Read more](https://www.softwareadvice.com/crm/quick-base-profile/) ### What users love - Responsive and knowledgeable support team - Highly flexible customization options - Automates complex business workflows ### To take in mind - Expensive for growing teams ### Best rated features: Territory Management 5.0 Status Tracking 5.0 Compliance Tracking 5.0 Accounting 5.0 [See all features](https://www.softwareadvice.com/crm/quick-base-profile/#key-features) ### Free trial Custom Pricing available upon request ### Team $35.00/month Minimum of 20 users ### Business $55.00/month Minimum of 40 users [See full pricing details](https://www.softwareadvice.com/crm/quick-base-profile/#pricing-and-plans) ### Product: Rock Solid [Rock Solid](https://www.softwareadvice.com/crm/rock-solid-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers case management, reporting and analytics, workflow automation, and customer self-service. Rock Solid enables businesses to manage requests and ensure resolution of issues across all citizen-facing departments. The platform includes reporting dashboards with report building capabilities. Users can design workflows, automate processes, and integrate the platform with existing systems to ensure seamless implementation. Rock Solid includes a customizable mobile app that delivers self-service capabilities to citizens. Citizens can communicate promptly with their government through a variety of methods.... [Read more](https://www.softwareadvice.com/crm/rock-solid-profile/) ### Product: Symphony [Symphony](https://www.softwareadvice.com/accounting/integratouch-symphony-profile/) 5.0 [(1)](https://www.softwareadvice.com/accounting/integratouch-symphony-profile/) ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary An Inc. 5000 fastest growing private company, recognized by Gartner as a top viable vendor for Integrated Revenue and Customer Management solutions via its Symphony suite. Carriers and Service Providers must be Agile in launching new services and distribution channels. A transformative and differentiated customer experience is critical in retaining and winning new customers. Eliminating disparate systems through a single-stack architecture will deliver the Costs Leadership position required to win. IntegraTouch and Symphony deliver all these benefits. Symphony is a Retail and Wholesale solution encapsulated in a single architecture. Deployment via SaaS or On-Premise with SaaS-like pricing. Symphony scales horizontally, allowing a low entry price point for Startups through Carriers/MNOs, supporting millions of customers. Carriers may want to leverage Symphony for new LOBs such as OTT and IOT services for the complete customer life-cycle. Symphony is an open-architecture which can be integrated with any legacy software. Eliminate swivel-chair interactions with your customers’ from Configure, Price, Quote, to Automated Account Creation, Service Assignment, Provisioning, Rating, Billing, Payment Processing, & Commissioning. Customers’ self-administer their user-access/roles. Help you and your Customers’ win through Data Visualization/Analytics! Direct your company like a maestro conducts an orchestra with IntegraTouch and its Symphony suite! WIN!... [Read more](https://www.softwareadvice.com/accounting/integratouch-symphony-profile/) ### Product: SalesOutlook CRM [SalesOutlook CRM](https://www.softwareadvice.com/crm/salesoutlook-crm-profile/) 4.25 [(71)](https://www.softwareadvice.com/crm/salesoutlook-crm-profile/reviews/) ### Pricing availability Free trial: Available Free version: Available Software Advice Summary SalesOutlook is the best CRM for Outlook, Teams and Microsoft 365. SalesOutlook is the No-Login CRM that runs anywhere you can run Outlook or Teams including PC, Mac, Web and Mobile. The CRM was designed to be as easy to use as your Inbox. Organize items using categories, folders and flags. Use our CRM to create Microsoft Outlook tasks and appointments. Complete your Microsoft 365 experience by including a workgroup solution to track Contacts, Companies, Deals and Activities. Use email templates to send emails and campaigns. SalesOutlook CRM is ideal for small business. Easy to deploy via the Office365 admin panel. Deploy once and if users get a new pc the app is already available, no client installation or login.... [Read more](https://www.softwareadvice.com/crm/salesoutlook-crm-profile/) ### Best rated features: Workflow Automation 5.0 Segmentation 5.0 Contact Database 5.0 Forecasting 5.0 ### Worst rated features: Referral Tracking 3.5 Territory Management 3.7 Internal Chat Integration 4.0 Email Marketing 4.0 [See all features](https://www.softwareadvice.com/crm/salesoutlook-crm-profile/#key-features) ### Basic $40.00/month [See full pricing details](https://www.softwareadvice.com/crm/salesoutlook-crm-profile/#pricing-and-plans) ### Product: Zendesk Suite [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.41 [(4087)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large. Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images. Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.... [Read more](https://www.softwareadvice.com/product/26892-Zendesk/) ### What users love - Efficient multichannel support operations - Centralized and customizable ticketing - Intuitive and user-friendly interface ### To take in mind - Escalating costs and limited value - Email handling and notification issues - Missing and complex feature set ### Best rated features: Batch Communications 5.0 Configuration Management 5.0 Predictive Dialer 5.0 Tagging 5.0 ### Worst rated features: Widgets 2.7 Interactive Content 3.0 Account Alerts 3.0 [See all features](https://www.softwareadvice.com/product/26892-Zendesk/#key-features) ### Suite Team $55.00/month ### Suite Growth $89.00/month ### Suite Professional $115.00/month [See full pricing details](https://www.softwareadvice.com/product/26892-Zendesk/#pricing-and-plans) ### Product: SAP Customer Experience [SAP Customer Experience](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) 4.25 [(245)](https://www.softwareadvice.com/crm/sap-customer-experience-profile/reviews/) Best for:Features ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary SAP Customer Experience is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales pipeline, customers and marketing operations. SAP Customer Experience features built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The solution can also be deployed on-premise. The sales module helps organizations acquire and retain new business by effectively managing the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids organizations in improving client satisfaction and retention rates by providing superior levels of customer support. Other modules include channel management, interaction center, web channel, and business communications management. SAP Customer Experience offers support through an online knowledge base, support portal and via phone.... [Read more](https://www.softwareadvice.com/crm/sap-customer-experience-profile/) ### What users love - Comprehensive client management tools - Robust customer service features ### To take in mind - Complex and unintuitive interface ### Best rated features: Customer Complaint Tracking 5.0 Client Management 4.8 Customer Database 4.8 Interaction Tracking 4.8 ### Worst rated features: Campaign Planning 3.0 Pipeline Management 3.8 Forecasting 3.8 Campaign Management 4.0 [See all features](https://www.softwareadvice.com/crm/sap-customer-experience-profile/#key-features) ### Basic $58.00/month [See full pricing details](https://www.softwareadvice.com/crm/sap-customer-experience-profile/#pricing-and-plans) ### Product: HelpCrunch [HelpCrunch](https://www.softwareadvice.com/crm/helpcrunch-profile/) 4.78 [(195)](https://www.softwareadvice.com/crm/helpcrunch-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers. HelpCrunch is suitable for SaaS, e-commerce and any other type of online business. Live chat works as a visitor engagement, lead acquisition and support tool. The feature enables companies to reply to customer queries instantly or later in the same thread, even after the customer has disconnected. An in-app messenger can be integrated with a website or application to engage with customers. Chatbot helps companies automate routine tasks and jumpstart their lead generation activities. Email marketing automation enables users to send email follow-ups right from the chat, launch one-time emails or create event-triggered automated email sequences for onboarding or marketing campaigns. The help desk module can organize all customer communication, prioritize actions, distribute tasks and manage each customer case. Pricing is tiered, based on the number of agents and emails.... [Read more](https://www.softwareadvice.com/crm/helpcrunch-profile/) ### Best rated features: Real-Time Monitoring 5.0 Surveys & Feedback 5.0 Customer Database 5.0 Catalog Management 5.0 ### Worst rated features: Canned Responses 3.0 Third-Party Integrations 3.0 Call Center Management 4.0 Social Media Integration 4.0 [See all features](https://www.softwareadvice.com/crm/helpcrunch-profile/#key-features) ### Basic $15.00/month Total pricing depends on the number of team members and emails. ### Pro $25.00/month Total pricing depends on the number of team members and emails. ### Enterprise Custom Pricing available upon request Contact for pricing details [See full pricing details](https://www.softwareadvice.com/crm/helpcrunch-profile/#pricing-and-plans) ### Product: Salesforce Service Cloud [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) 4.46 [(825)](https://www.softwareadvice.com/crm/service-cloud-profile/reviews/) Best for:Customer support ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences.... [Read more](https://www.softwareadvice.com/crm/service-cloud-profile/) ### What users love - Centralized and efficient support - Flexible integration capabilities - Comprehensive sales tracking tools ### To take in mind - Outdated and complex interface - Steep learning curve for users - Expensive for small businesses ### Best rated features: File Sharing 5.0 Proactive Chat 5.0 Inventory Management 5.0 Issue Tracking 5.0 ### Worst rated features: Inspection Management 2.0 AI Copilot 2.0 [See all features](https://www.softwareadvice.com/crm/service-cloud-profile/#key-features) ### Free Suite Custom Pricing available upon request Upto 2 users ### Starter Suite $25.00/month ### Pro Suite $100.00/month [See full pricing details](https://www.softwareadvice.com/crm/service-cloud-profile/#pricing-and-plans) ### Product: NetSuite [NetSuite](https://www.softwareadvice.com/accounting/netsuite-financials-accounting-software-profile/) 4.23 [(2057)](https://www.softwareadvice.com/accounting/netsuite-financials-accounting-software-profile/reviews/) Best for:On the rise ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary NetSuite is an AI-powered cloud-based business management suite that incorporates ERP, financial management, CRM and eCommerce functionalities into a unified platform, helping organizations automate core processes and gain real-time visibility into operational and financial performance. It is designed to cater to multiple industries and business sizes, ranging from startups to large enterprises. NetSuite embeds AI capabilities across the suite with agents that assist and advise business leaders with new ways to simplify tasks, suggest actions and uncover business insights. NetSuite ERP encompasses various functions essential for business operations, including financial management, order management, inventory management, warehouse management, supply chain management and procurement. The financial management module includes accounts payable, accounts receivable, general ledger, fixed asset management, payment management and tax management. The CRM (customer relationship management) features in NetSuite cover customer service management, marketing automation and Salesforce automation. The CRM module also includes tools for configuring price quotes. Additionally, the platform offers functionalities for field service management for scheduling and dispatching, a mobile application and asset management. The platform provides professional services automation that helps in project accounting, project management, resource management, expense management and timesheet management. Additionally, these features enable businesses to manage their human resources and projects efficiently. NetSuite includes an analytics and reporting module, providing reporting dashboards and access to a data warehouse. NetSuite supports global business management through multi-currency, multi-language capabilities and global accounting consolidation. It facilitates tax management on a global scale. Additionally, the software features modules for eCommerce and omnichannel commerce, supporting B2C and B2B eCommerce, order management, point of sale and logistics. NetSuite’s platform allows for application distribution, customization, integration, internationalization, performance monitoring, process automation and platform development. These features ensure that businesses can tailor the software to their specific needs. Additionally, the platform prioritizes application and operational security and effective data management.... [Read more](https://www.softwareadvice.com/accounting/netsuite-financials-accounting-software-profile/) ### What users love - Flexible system tailored to needs - Comprehensive and scalable functionality - Centralized financial process management ### To take in mind - Steep learning curve and complexity - Complex and rigid reporting tools - Slow and inconsistent support experience ### Best rated features: "What If" Scenarios 5.0 Aging Tracking 5.0 Vendor Master Data Management 5.0 Project Tracking 5.0 [See all features](https://www.softwareadvice.com/accounting/netsuite-financials-accounting-software-profile/#key-features) ### Product: Flowlu [Flowlu](https://www.softwareadvice.com/project-management/flowlu-profile/) 4.81 [(387)](https://www.softwareadvice.com/project-management/flowlu-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Flowlu is a cloud-based, all-in-one business management solution designed for teams of all sizes and industries. Whether you're managing projects, tracking sales, or handling finances, Flowlu brings everything together in a single, intuitive platform. Powerful CRM & Sales Automation Flowlu simplifies lead management, contact tracking, and sales pipeline visualization. Easily organize prospects, log interactions, and automate follow-ups to close deals faster. With color-coded sales funnels and real-time reporting, businesses gain clear insights into every stage of the sales process. Seamless Project & Task Management Keep projects on track with Kanban boards, Gantt charts, and task lists. Assign tasks, set deadlines, track time, and collaborate effortlessly. Custom workflows and automation help eliminate manual work, ensuring teams stay focused and productive. Integrated Invoicing & Financial Tools Flowlu’s built-in financial tools make it easy to send invoices, track payments, and manage expenses. Generate professional invoices using client data, automate recurring billing, and accept payments through PayPal, Stripe, Skrill, and more. Collaboration & Knowledge Sharing Enhance teamwork with built-in chat, shared workspaces, and file storage. Keep important documents, meeting notes, and project updates organized in a centralized knowledge base for both internal teams and external customer support. Customization & Integrations Flowlu adapts to your unique business needs with custom fields, lists, and dashboards. Integrate seamlessly with Google Drive, Zendesk, and other essential tools to streamline workflows and improve efficiency. Mobile Access & Support Stay connected with Flowlu’s mobile apps for Android and iOS, ensuring you can manage work on the go. Support is available via email, knowledge base, and community forums, providing the assistance you need whenever you need it. From sales to project execution, Flowlu helps businesses streamline operations, automate workflows, and improve team collaboration—all in one powerful platform.... [Read more](https://www.softwareadvice.com/project-management/flowlu-profile/) ### Best rated features: Time Tracking 5.0 Decision Support 5.0 Segmentation 5.0 Customizable Invoices 5.0 [See all features](https://www.softwareadvice.com/project-management/flowlu-profile/#key-features) ### Free $0.00/year This is a forever free plan with up to 2 users and 100 MB of storage space. ### Essential $9.00/month For growing teams: move beyond basic task tracking to manage client work confidently. ### Advanced $17.00/month For mid-sized companies: handle complex projects and finances with more control. [See full pricing details](https://www.softwareadvice.com/project-management/flowlu-profile/#pricing-and-plans) ### Product: ScreenConnect [ScreenConnect](https://www.softwareadvice.com/product/390169-ScreenConnect/) 4.68 [(1899)](https://www.softwareadvice.com/product/390169-ScreenConnect/reviews/) Best for:Remote Access/Control ### Pricing availability Free trial: Available Free version: Available Software Advice Summary ScreenConnect 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 technicians and customers, enabling them to receive solutions without phone or chat sessions. The solution's remote support allows users to remotely view and control devices, servers or workstations. Users can create and manage sessions from a customizable and brandable centralized control panel. With ScreenConnect's remote access, users can gain access to and control unattended servers or computers. This model helps users install and upgrade customer computers without requiring manually enabled connections. ScreenConnect's remote meeting and presentation feature allows users to share their screen with one or more individuals. Users can collaborate with team members, provide project updates, conduct training sessions and make presentations. ScreenConnect allows the presenter to share their screen with the audience. It offers a mobile application for iOS and Android devices. ScreenConnect is available on an annual subscription basis that includes support via phone.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/) ### What users love - Reliable and versatile remote support - Cost-effective for varied needs - Robust toolkit and customization options ### To take in mind - Support responsiveness and quality issues - Lag and slow response concerns - Occasional connectivity and stability issues ### Best rated features: Monitoring 5.0 Annotations 5.0 Discussions/Forums 5.0 Data Security 5.0 ### Worst rated features: API 2.0 Chat/Messaging 3.8 [See all features](https://www.softwareadvice.com/product/390169-ScreenConnect/#key-features) ### Remote Support One $30.00/month This plan has an single license restriction. 1 user can make one connection. 1 session limit. Up to 10 unattended access agents.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans) ### Remote Support Standard $45.00/month 1 user can make 3 simultaneous connections. Up to 3 sessions per tech. Unlimited unattended access agents.... [Read more](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans) ### Remote Support Premium $55.00/month 1 user can make 10 simultaneous connections. Up to 10 sessions per tech. [See full pricing details](https://www.softwareadvice.com/product/390169-ScreenConnect/#pricing-and-plans) ### Product: The Mortgage Office [The Mortgage Office](https://www.softwareadvice.com/crm/the-mortgage-office-profile/) 4.83 [(288)](https://www.softwareadvice.com/crm/the-mortgage-office-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary The Mortgage Office is a loan servicing solution designed for companies of all sizes. It offers loan tracking, payment processing, document storage, workflow automation and reporting functionalities within a suite. The product is available both in cloud-based and on-premise deployment options and caters to hard-money lenders, loan servicers, note servicers, cities, municipalities, banks, credit unions and private lenders. The Mortgage Office features loan tracking, which allows users to track loan charges, interests and advances. Users can also assign multiple funding sources for loans and send automated emails for borrower bills and statements. The Mortgage Office features adjustable rate mortgage (ARM) tools, complies with the Real Estate Settlement Procedures Act (RESPA) and offers QuickBooks integration. This integration allows users to automatically export data and prepare accounting reports such as accounts payable, accounts receivable and bank reconciliation.... [Read more](https://www.softwareadvice.com/crm/the-mortgage-office-profile/) ### Best rated features: Online Applications 5.0 Electronic Applications 5.0 For Borrowers 5.0 Activity Dashboard 5.0 ### Worst rated features: Business Loans 1.0 CRM 1.0 Customizable Reports 1.0 [See all features](https://www.softwareadvice.com/crm/the-mortgage-office-profile/#key-features) ### Product: LiveAgent [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.67 [(1787)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Best for:Mid-size businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary LiveAgent is a multichannel help desk solution with advanced AI features, live chat, ticketing, and call center capabilities. Streamline all business communication channels and manage customer interactions from a single shared team inbox. It offers 200+ native integrations including all popular social media, a customizable chat widget, chat routing, chat history, canned responses, reliable ticketing, and more advanced features. With multiple pricing tiers, LiveAgent suits businesses of any size or industry. A flexible, all-in-one solution for handling customer support across different use cases. Start with a 1-month free trial, no credit credit card needed.... [Read more](https://www.softwareadvice.com/crm/liveagent-profile/) ### What users love - Unified customer service platform - Real-time chat for support - Intuitive and simple navigation ### To take in mind - Complex and limited email handling - Outdated and cluttered interface design - Limited and outdated mobile experience ### Best rated features: Corrective and Preventive Actions (CAPA) 5.0 Drag & Drop 5.0 Transfers/Routing 5.0 Issue Tracking 5.0 ### Worst rated features: Audit Trail 1.0 Multi-Channel Management 2.0 [See all features](https://www.softwareadvice.com/crm/liveagent-profile/#key-features) ### Small $15.00/month $15 agent/month (billed annually) — $19 agent/month (billed monthly) ### Medium $29.00/month $29 agent/month (billed annually) — $35 agent/month (billed monthly) ### Large $49.00/month $49 agent/month (billed annually) — $59 agent/month (billed monthly) [See full pricing details](https://www.softwareadvice.com/crm/liveagent-profile/#pricing-and-plans) ### Product: Yonyx [Yonyx](https://www.softwareadvice.com/crm/yonyx-profile/) 4.75 [(258)](https://www.softwareadvice.com/crm/yonyx-profile/reviews/) Best for:Enterprise businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The platform includes decision trees, which enable organizations to design and visualize customer interactions using multimedia flowcharts. Yonyx enables authors to design custom guides for agents using images, hyperlinks, videos, data sorting, and other attributes to streamline customer service operations. It offers various features such as automated guide authoring, user defined commands embedded in guidance steps, analytics, integration with CRM systems and more. Additionally, administrators can invite users, provide role-based permissions, and update tags to facilitate search functionality. Yonyx lets managers gain insights into account usage, incidents, author/user activities, compliance and other metrics via reports and analytics. It supports integration with various third-party applications using REST and JavaScript APIs. Pricing includes monthly subscriptions and support is extended via phone, email and other online measures.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/) ### Best rated features: Help Desk Management 5.0 Decision Support 5.0 Web-based Deployment 5.0 Opportunity Management 5.0 [See all features](https://www.softwareadvice.com/crm/yonyx-profile/#key-features) ### Professional $25.00/month This plan provides all features of Yonyx platform for stand alone use. Integrations, SSO or API access require upgrade to Enterprise Plan.... [Read more](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/crm/yonyx-profile/#pricing-and-plans) ### Product: Asset Panda [Asset Panda](https://www.softwareadvice.com/inventory-management/asset-panda-profile/) 4.63 [(1368)](https://www.softwareadvice.com/inventory-management/asset-panda-profile/reviews/) Best for:Value for money ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 while updating data in real-time. Asset Panda helps users assign contacts by location and track depreciation. The User can use a barcode scanner to look up asset details and automate pick lists. Role-based security ensures that employees are granted the appropriate level of access, so they always see the information relevant to what they are working on. Asset Panda offers customized exporting and reporting features. Reports can be automated via email, with the ability to add custom calculation fields (and designate if each field should be required) before sending. Asset Panda helps users in auditing, facilities management, equipment support ticketing, compliance and purchase order management. Other features include asset photo tagging, replication configuration and Gantt charts. Support is available via chat, email and phone. Pricing is either per asset or per user.... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/) ### What users love - Flexible and robust asset tracking - Responsive and helpful support team - Intuitive and user-friendly interface ### To take in mind - Complex and restrictive user management - Cumbersome and inflexible reporting tools - Notification setup and reliability issues ### Best rated features: Task Management 5.0 Billing & Invoicing 5.0 Tagging 5.0 Contact Management 5.0 [See all features](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#key-features) ### Free Trial Custom Pricing available upon request Get 14 days of full platform access. Includes: 14 days of access Unlimited users Unlimited assets All features enabled... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans) ### Starter $50.00/month Best for organizations with basic needs. Includes: 5 users Up to 1,000 assets 24/7 support Onboarding & Implementation Automations Smart Forms Kits + Consumables... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans) ### Business+ $60.00/month Best for mid-size organizations with moderate complexity. Includes: All Starter features 10 users Up to 5,000 assets 24/7 support Onboarding & Implementation Integrations Multi-Tenant Structure Custom User Permissions Open API Access... [Read more](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans) [See full pricing details](https://www.softwareadvice.com/inventory-management/asset-panda-profile/#pricing-and-plans) ### Product: Pulseway [Pulseway](https://www.softwareadvice.com/network-management/pulseway-profile/) 4.68 [(310)](https://www.softwareadvice.com/network-management/pulseway-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Pulseway is an integrated IT assets and network monitoring solution designed for IT administrators to remotely monitor and control their business IT resources. The solution supports multi-deployment architecture, allowing the users to choose either on-premise deployment or hosting within the cloud. Pulseway allows managed service providers (MSPs) to view the real-time status of their system resources, monitor overall network performance and install critical updates from a central console. The platform helps with defining scripts to automatically schedule maintenance, backup, security check and other IT activities. Pulseway enables users to control devices connected to their network from a single point and monitor their performance. The solution also offers a Rest API for integration with third-party applications. Key Pulseway features: - Monitoring and Management - Discovery and Deployment - Server Management and Monitoring - Automation like Never Before - Out-of-the-box OS & 3rd Party Patching - Unlimited Remote Control for macOS and Windows - Custom Reporting Pulseway is a cross-platform application and can run on multiple operating devices including Windows, Linux, Mac, Android and iOS-based devices. Pulseway is available on a monthly subscription basis that includes support via email, phone and product tutorials.... [Read more](https://www.softwareadvice.com/network-management/pulseway-profile/) ### Best rated features: License Management 5.0 Data Storage Management 5.0 Project Management 5.0 Mobile Device Management 5.0 [See all features](https://www.softwareadvice.com/network-management/pulseway-profile/#key-features) ### Monthly $67.00/month Up to 20 Endpoints/Devices ### Annual $44.00/year When billed annually. ### 3 Years $27.00 When billed for a 3 year plan. [See full pricing details](https://www.softwareadvice.com/network-management/pulseway-profile/#pricing-and-plans) ### Product: Freshservice [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.55 [(771)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledgebase. The solution also provides a mobile app for iOS and Android that allows IT administrators to service requests remotely. Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change and releases. The Asset Management component helps organizations exercise control over their IT assets. Software/ hardware assets can be added, tagged, tracked and delinked, ensuring asset visibility and awareness. Freshservice also offers a gamification module called "Arcade". This module enables IT agents to score points and gamify IT related tasks. The solution allows administrators to generate pre-defined reports for incidents and changes using various filters. Freshservice can be integrated with third-party apps for managing the service desk. It is available on an annual subscription basis that includes support via email and phone.... [Read more](https://www.softwareadvice.com/help-desk/freshservice-profile/) ### What users love - Flexible and automated ticket workflows - Reliable support and service delivery - Intuitive and clean user experience ### To take in mind - Tiered pricing and feature restrictions - Limited and inflexible reporting tools ### Best rated features: Assignment Management 5.0 Drag & Drop 5.0 Live Chat 5.0 Survey/Poll Management 5.0 [See all features](https://www.softwareadvice.com/help-desk/freshservice-profile/#key-features) ### Starter $19.00/month Up to 1 Agent ### Growth $49.00/month Up to 1 Agent ### Pro $99.00/month Up to 1 Agent [See full pricing details](https://www.softwareadvice.com/help-desk/freshservice-profile/#pricing-and-plans) ### Product: Creatio CRM [Creatio CRM](https://www.softwareadvice.com/crm/bpmonline-profile/) 4.72 [(150)](https://www.softwareadvice.com/crm/bpmonline-profile/reviews/) Best for:Features ### Pricing availability Free trial: Not available Free version: Not available Software Advice Summary Creatio is a new era CRM to manage all customer and operational workflows with no-code and AI at its core. Creatio Sales is an AI-native sales management platform that helps businesses achieve sales excellence by providing a complete customer 360 view, automating lead and sales processes, running accurate forecasts, streamlining order and document management, and boosting team collaboration. Creatio Marketing is an AI-native omnichannel marketing platform that accelerates lead-to-revenue by providing a holistic customer view, enabling personalized journeys, streamlining digital, email, and event campaigns, and boosting team collaboration. And Creatio Service is a full-cycle AI-native service management platform that enhances customer experience through efficient case and request management, a unified agent desktop, omnichannel communications, collaborative tools, and flexible ITSM workflows.... [Read more](https://www.softwareadvice.com/crm/bpmonline-profile/) ### Best rated features: Calendar Sync 5.0 Task Management 5.0 ROI Tracking 5.0 Customizable Templates 5.0 ### Worst rated features: Surveys & Feedback 3.0 Live Chat 3.0 Activity/News Feed 4.0 [See all features](https://www.softwareadvice.com/crm/bpmonline-profile/#key-features) ### Product: Tracker [Tracker](https://www.softwareadvice.com/crm/trackerrms-profile/) 4.67 [(186)](https://www.softwareadvice.com/crm/trackerrms-profile/reviews/) Best for:Small businesses ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Tracker is a web-based, integrated recruitment ATS and CRM designed for recruiting and staffing firms across industries. The solution allows businesses to manage entire recruitment workflows, right from candidate sourcing and placement to employee onboarding. The integrated solution can be used to manage sales, CRM, recruiting, marketing, operations and onboarding activities from any browser on various systems, laptops, mobiles and tablets. Tracker offers one platform to manage your candidates, client contacts and leads, job and placement records, and everything in between. This allows you to easily see what is going on in your recruitment and sales pipelines, in one comprehensive system. The goal of the Tracker team is to help recruitment and staffing firms grow their businesses by using Tracker to build better relationships and to run their operations more effectively--the end result being the ability to build better businesses by building better relationships.... [Read more](https://www.softwareadvice.com/crm/trackerrms-profile/) ### Best rated features: Lead Generation 5.0 Lead Qualification 5.0 Email Management 5.0 Reminders 5.0 ### Worst rated features: Internal HR 1.0 Forecasting 3.3 [See all features](https://www.softwareadvice.com/crm/trackerrms-profile/#key-features) ### Basic $80.00/month [See full pricing details](https://www.softwareadvice.com/crm/trackerrms-profile/#pricing-and-plans) ### Product: SolarWinds Service Desk [SolarWinds Service Desk](https://www.softwareadvice.com/crm/samanage-profile/) 4.58 [(577)](https://www.softwareadvice.com/crm/samanage-profile/reviews/) Best for:Ease of use ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary 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 respond to service requests in a timely manner, resulting in improved support. SolarWinds Service Desk is a cloud-based software offered for an annual subscription. In the system, users can manage service tickets and company assets. It also works on the go from any smartphone or tablet equipped with a web browser. SolarWinds Service Desk integrates with other applications, including Google Apps, Salesforce.com, OneLogin and over 140 other applications. Users can submit service tickets through either email or the inbuilt self-service portal. The portal empowers users to search for a solution independently using the system's configurable knowledge base. Customers can also submit a new request and check on the status of a pending issue.... [Read more](https://www.softwareadvice.com/crm/samanage-profile/) ### Best rated features: Customizable Fields 5.0 Customizable Templates 5.0 Client Portal 5.0 CRM 5.0 [See all features](https://www.softwareadvice.com/crm/samanage-profile/#key-features) ### Essentials $39.00/month ### Advanced $99.00/month ### Premier $124.00/month [See full pricing details](https://www.softwareadvice.com/crm/samanage-profile/#pricing-and-plans) ### Product: Hiver [Hiver](https://www.softwareadvice.com/crm/hiver-profile/) 4.68 [(148)](https://www.softwareadvice.com/crm/hiver-profile/reviews/) Best for:Popular ### Pricing availability Free trial: Available Free version: Available Software Advice Summary Hiver in Gmail transforms Gmail into a full-fledged, AI-powered helpdesk. It is built for teams that want to run customer operations from Google Workspace. Hiver Omni is an omnichannel customer service platform with native AI features. It brings together email, live chat, Slack, voice, customer portals, and other channels in a single workspace. Both Hiver products were designed for teams that have complex support operations - the kind of support interactions that span multiple teams - product, customer success, finance and require context from different external systems such as your CRM, Jira, or NetSuite. 10,000+ teams across the globe trust Hiver with their support function - the likes of Gusto, Flexport, Bynder, and Ping Identity. The platform is built with enterprise-grade security (SOC 2 Type II, ISO 27001, GDPR, and HIPAA compliant). Some of Hiver’s key features include - AI Agents - Hiver’s AI Agents can independently resolve customer conversations end-to-end. It can pull context from multiple systems, executing multi-step workflows, and making judgment calls based on account-specific information. When a request exceeds what an AI Agent can resolve, it hands off the full context to a human. AI Copilot - Once an agent is in a conversation, Copilot works alongside them like a coworker. It surfaces relevant context from past interactions and company knowledge, drafts replies based on the full conversation history, and reviews responses for tone and completeness before they go out. AI QA - AI QA automatically reviews all agent responses against set quality parameters you define such as tone, accuracy, completeness, process adherence. This way, managers get a consistent, data-driven view of where quality is strong, where it is slipping, and which agents need coaching. AI Knowledge Management - Hiver's AI keeps your knowledge base fresh and updated without the manual upkeep. It scans incoming tickets and figures out if there’s a gap in your knowledge base. Based on the gaps, it suggests new articles and can even go ahead and draft a version for you. Essentially, think of it like a system that maintains itself. Cross-team collaboration features - Loop in teammates with internal notes or work together on shared drafts, initiate Slack messages, link Jira issues, create ClickUp tasks, and log cases in Salesforce, all without leaving the conversation. Every handoff keeps the full context intact. Analytics and reporting - Hiver lets you track response times, SLA compliance, and individual agent performance without leaving Gmail. Filter by customer tier, client, domain, or any custom field your team uses. Workflow automation with a visual builder - You can build automations that go beyond fixed rules. AI reads the context of each conversation, assigns it to the right agent, and extracts key details like order IDs or invoice numbers. Those details can then trigger downstream actions or update records in connected tools like Salesforce or Jira, without anyone doing it manually.... [Read more](https://www.softwareadvice.com/crm/hiver-profile/) ### Best rated features: Issue Tracking 5.0 Shared Inboxes 5.0 SSL Security 5.0 Reporting/Analytics 5.0 [See all features](https://www.softwareadvice.com/crm/hiver-profile/#key-features) ### FREE $0.00/month For teams just getting started with customer service. ### GROWTH $25.00/month Ideal for small teams to deliver effortless, multi-channel support. ### PRO $55.00/month For teams looking transform their support with advanced features [See full pricing details](https://www.softwareadvice.com/crm/hiver-profile/#pricing-and-plans) ### Product: Giva [Giva](https://www.softwareadvice.com/crm/giva-profile/) 4.91 [(57)](https://www.softwareadvice.com/crm/giva-profile/reviews/) ### Pricing availability Free trial: Available Free version: Not available Software Advice Summary Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is intuitive and easy-to-use and can be deploy in just days and only 1 hour of training is required. Giva features robust, fast & painless reporting for higher quality decision making. With Giva’s Reporting and Dashboards you can quickly measure team productivity, responsiveness and user satisfaction creating a positive feedback loop. Giva is highly customizable without any programming and it’s very intuitive and simple to configure with default settings to get you started. Automated workflows eliminate many manual tasks such as converting emails into tickets and on/off boarding. Auto routing/assignments save time. Service level agreements with automatic escalations save time and increase User satisfaction. Many fast to deploy integration options are available including LDAP. Giva’s homepage dashboard helps prioritize your team’s efforts to keep them focused on the most important user issues. 24/7 USA-based technical support. New product releases every 3 weeks using Agile software development. Pricing is per technician.... [Read more](https://www.softwareadvice.com/crm/giva-profile/) ### Best rated features: Automated Routing 5.0 Social Media Integration 5.0 Support Ticket Management 5.0 Mobile App 5.0 [See all features](https://www.softwareadvice.com/crm/giva-profile/#key-features) ### Professional $69.00/month Billed annually ### Enterprise $89.00/month Billed annually [See full pricing details](https://www.softwareadvice.com/crm/giva-profile/#pricing-and-plans) 1 [2](https://www.softwareadvice.com/crm/it-ticketing-comparison/?page=2)[3](https://www.softwareadvice.com/crm/it-ticketing-comparison/?page=3)[4](https://www.softwareadvice.com/crm/it-ticketing-comparison/?page=4)[5](https://www.softwareadvice.com/crm/it-ticketing-comparison/?page=5) ... [8](https://www.softwareadvice.com/crm/it-ticketing-comparison/?page=8) ## Popular Comparisons [ Dynamics 365 vs Zoho CRM ](https://www.softwareadvice.com/compare/106335-Dynamics-365/vs/392464-zoho-crm/)[ LiveAgent vs Zendesk Suite ](https://www.softwareadvice.com/compare/26892-Zendesk/vs/109980-liveagent/)[ Zoho Desk vs Freshdesk ](https://www.softwareadvice.com/crm/freshdesk-profile/vs/zoho-desk/)[ Odoo vs NetSuite ](https://www.softwareadvice.com/accounting/netsuite-financials-accounting-software-profile/vs/odoo/)[ JIRA Service Management vs Freshservice ](https://www.softwareadvice.com/help-desk/freshservice-profile/vs/jira-service-management/) ## Your Guide to Top IT Ticketing Systems Software, November 2022 Software Advice uses reviews from real software users to highlight the top-rated IT Ticketing Systems products in North America. [Learn how products are chosen](https://www.softwareadvice.com/legal-page/frontrunners-methodology/) #### Explore FrontRunners - [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) - [InvGate Service Management](https://www.softwareadvice.com/crm/invgate-profile/) - [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) - [Zoho Desk](https://www.softwareadvice.com/crm/zoho-desk-profile/) - [Issuetrak](https://www.softwareadvice.com/crm/issuetrak-profile/) - [TeamSupport](https://www.softwareadvice.com/crm/teamsupport-profile/) - [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) - [SolarWinds Service Desk](https://www.softwareadvice.com/crm/samanage-profile/) - [JIRA Service Management](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) - [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) - [Help Scout](https://www.softwareadvice.com/crm/help-scout-profile/) - [Salesforce Service Cloud](https://www.softwareadvice.com/crm/service-cloud-profile/) - [CXone Mpower](https://www.softwareadvice.com/crm/incontact-hosted-call-center-software-profile/) - [ManageEngine ServiceDesk Plus](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/) - [Vtiger CRM](https://www.softwareadvice.com/crm/vtiger-profile/) - [Maximizer CRM](https://www.softwareadvice.com/crm/maximizer-crm-profile/) - [ServiceNow Customer Service Management](https://www.softwareadvice.com/product/356274-ServiceNow-Customer-Service-Management/) - [BlueCamroo](https://www.softwareadvice.com/crm/bluecamroo-profile/) - [Odoo](https://www.softwareadvice.com/crm/odoo-profile/) - [Agile CRM](https://www.softwareadvice.com/product/6827-Agile-CRM/) “Usability” includes user ratings for Functionality and Ease of Use. “Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money. Reviews analysis period: The reviews analysis period spans two years and ends the 15th of the month prior to publication. ## Send me a copy of this list to my inbox ### Get a copy of this list with pricing info sent to your inbox so you can pick up where you left off when convenient to you. 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?](#WhatisanITticketingsystem) [Common features of an IT ticketing system](#CommonfeaturesofanITticketingsystem) [What type of buyer are you?](#Whattypeofbuyerareyou) [Key considerations when purchasing an IT ticketing system](#KeyconsiderationswhenpurchasinganITticketingsystem) ## 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](https://www.softwareadvice.com/incident-management/), 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)](https://www.softwareadvice.com/crm/teamsupport-profile/) ## 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](https://www.softwareadvice.com/hr/) 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](https://www.softwareadvice.com/help-desk/) 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](https://www.softwareadvice.com/crm/customer-service-comparison/) 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._ ### Related IT Ticketing Systems Software - [Help Desk Software](https://www.softwareadvice.com/help-desk/) - [IT Documentation Software](https://www.softwareadvice.com/it-documentation/) - [IT Service Software](https://www.softwareadvice.com/it-service/) - [ITSM Software](https://www.softwareadvice.com/itsm/) - [Issue Tracking Software](https://www.softwareadvice.com/issue-tracking/) - [Knowledge Management Software](https://www.softwareadvice.com/help-desk/knowledge-management-comparison/) - [Logbook Software](https://www.softwareadvice.com/logbook/) - [Portal Software](https://www.softwareadvice.com/portal/) - [Service Desk Software](https://www.softwareadvice.com/service-desk/)