IT Ticketing Systems
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 and trouble ticket software are just a few examples.
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Compare All IT Ticketing Systems
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....Read more
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 co...Read more
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. Maximi...Read more
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 wi...Read more
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 streamlin...Read more
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 Qu...Read more
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 specificall...Read more
Creatio 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 to sales and to ong...Read more
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 canv...Read more
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 ...Read more
Software pricing tips
Read our IT Ticketing Systems Buyers GuideSubscription models
- Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
- Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.
Perpetual license
- This involves paying an upfront sum for the license to own the software and use it indefinitely.
- This is the more traditional model and is most common with on-premise applications and with larger businesses.
Rated best value for money
Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service activitie...Read more
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 fo...Read more
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 cen...Read more
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 an...Read more
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...Read more
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 ...Read more
Aysling is a cloud-based enterprise resource solution that can run an entire business, from leads to sales, through delivery to payments. Aysling is easy to deploy, configure, use, and manage while offering ...Read more
WebsiteAlive is a cloud-based live chat solution that allows agents to communicate with their customers through chat. The solution caters to various industries such as government, hospitality, sports, entertainment and real est...Read more
LiveHelpNow multi channel help desk/call center software facilitates real-time customer service communications via the following channels: Live chat, Chat Bot, SMS/Text, Email, Facebook, VoIP(Phone) as well as provides ...Read more
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...Read more
Popular IT Ticketing Systems Comparisons
Buyers Guide
Last Updated: February 19, 2021As 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.
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.