Finding software can be overwhelming. We've helped thousands of IT support desks choose the right ticketing system to manage their internal IT processes and improve user experience.
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Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. The... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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,... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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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 within... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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 businesses... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximizer CRM features... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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Creatio (formerly bpm’online) is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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OnContact CRM is a mid-market customer relationship management (CRM) solution that can be deployed on-premise or in the cloud. OnContact includes complete sales automation, marketing automation, customer service and contact center... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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... Read more
Platforms: MacWinLinux
Deployments: Cloud
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TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamline customer... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Quick Base is an application development platform that enables people to build business applications without coding. The platform is cloud-based and accessible on any browser or mobile device. Users can build apps on Quick Base by... Read more
Platforms: MacWinLinux
Deployments: Cloud
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SalesRabbit is a cloud-based sales enablement and customer relationship management software designed to help outside sales teams manage sales in the field. The software and mobile app include a suite of features for each level of... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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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. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read more
Platforms: MacWinLinux
Deployments: CloudOn premise
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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
Platforms: MacWinLinux
Deployments: Cloud
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NICE inContact Hosted Call Center
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
Platforms: MacWinLinux
Deployments: Cloud
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Spotio is a cloud-based sales tracking solution designed to assist businesses with lead capturing, resource tracking and sales pipeline management and more. The solution is suitable for businesses that require door-to-door canvassing... Read more
Platforms: MacWinLinux
Deployments: Cloud
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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?
IIT 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 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.