--- 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 November 9, 2026 ## IT Ticketing Systems FAQs Software Advice advisors had 28 conversations with buyers about IT Ticketing Systems software between January 2025 and July 2026. These are the questions that came up most. - How do I choose the right IT Ticketing Systems software for my business? Choosing the right IT ticketing system starts with listing the team’s required features, most buyers in advisor-call conversations prioritize customizable ticket tracking, automated workflows, and work order management. According to our advisors, buyers also weigh whether the tool can replace manual or spreadsheet-based processes and if it supports facilities or asset management needs. Pricing is a frequent consideration, as teams commonly compare both per-user and flat-rate options to avoid high or unpredictable costs as their needs change. Many buyers also ask about ease of use and cloud deployment, since a confusing interface or a lack of SaaS (software-as-a-service) availability can cause friction and limit adoption. - What is the best IT Ticketing Systems software for a small to mid-size business? There is no single IT ticketing system that fits every small or midsize business, but during advisor calls, buyers most often look for software that can track support tickets as they move through the service queue. A system that replaces manual or spreadsheet-based processes is a priority for many, since buyers frequently mention challenges with tracking and automation when handling tickets manually. Cost is a common sticking point, so buyers often compare pricing closely to avoid high or rising costs as their needs grow. Many also want a system that improves consistency and reduces dissatisfaction with their current setup. Answer based on 16 advisor calls - What should businesses watch out for when choosing IT Ticketing Systems software? Businesses should watch for ticketing software that hides limits behind manual steps, inconsistent automation, or a confusing user experience, according to themes in advisor calls. Most buyers researching IT ticketing systems are small businesses, and a common concern is that the software still leaves teams tracking issues in spreadsheets or missing asset management and facilities ticketing functions. High or unpredictable pricing is another pain point buyers frequently mention, especially as needs grow. Nearly all buyers in advisor calls ask about cloud or software-as-a-service (SaaS) deployment, so cloud availability and how it fits with current workflows should be confirmed before choosing a system. Answer based on 23 advisor calls - What are common complaints about IT Ticketing Systems software? Buyers we've talked to most often complain about overall dissatisfaction with their current IT ticketing tool, especially around ticket tracking and automation not working consistently. High or rising pricing is a recurring friction for teams using these tools. Many mention they still rely on spreadsheets or manual steps because the software does not cover all their needs. A cumbersome or inefficient user experience is another common sticking point. Facilities and asset management ticketing gaps also come up for teams handling those types of requests. Answer based on 19 advisor calls - What should I look for when comparing IT Ticketing Systems software options? When comparing IT ticketing systems software, buyers on advisor calls focus on ticket tracking, automated workflows, and support for work order management. Many buyers mention challenges with systems that rely on manual processes or spreadsheets, and a common sticking point is inconsistent automation for ticket tracking. Facilities and asset management capabilities are also a priority for teams with those needs. Pricing is another frequent concern, as buyers often look to avoid systems with high or rising costs. Ease of use matters as well, with several buyers citing frustration with cumbersome or inefficient user experiences. Answer based on 23 advisor calls - How does IT Ticketing Systems software handle its core workflows and key processes? IT ticketing systems software manages support requests by helping teams track, assign, and update tickets as they move through service queues. Buyers frequently tell our advisors that being able to customize ticket fields, automate task assignments, and monitor work orders are must-haves for their workflows. Many buyers look to move away from manual or spreadsheet-based tracking due to pain points with inefficiency and inconsistent ticket handling. A common sticking point is that some systems lack features for facilities or asset management, which buyers often want to include in their ticketing process. Answer based on 23 advisor calls - How much does IT Ticketing Systems software cost? Most IT ticketing system tools are priced per user per month, with buyers our advisors talk to commonly seeing prices between $50 and $70 per user. The median per-user monthly price sits near $60, and this holds steady across both small and midsize teams. Some buyers are quoted a flat monthly rate instead, which usually ranges from $125 to $1,000, with a median of $300. One-time setup fees also come up in advisor calls, often landing between $600 and $8,000, with a typical quote around $4,000. Budget is a frequent consideration, and teams often ask about the lowest cost that still covers their core requirements. Answer based on 20 advisor calls - What features should IT Ticketing Systems software include? The features buyers ask for most in IT Ticketing Systems, based on advisor-call conversations, are customizable ticket creation, tracking support tickets through every stage, and work order management. A common theme in these conversations is the need to assign, update, and monitor both support tickets and work orders from a single system. Answer based on 14 advisor calls - What is IT Ticketing Systems software and what does it do? IT ticketing systems software helps IT teams organize, track, and resolve user-reported issues and service requests. Advisor-call conversations show that buyers use these tools to manage support tickets, keep up with the status of each request, and assign tasks to the right team members. The software maintains a record of incidents and responses, which supports accountability and helps teams review past problems. Answer based on 14 advisor calls On this page 1. FrontRunners 2. Popular Comparisons 3. Buyers Guide 4. Frequently Asked Questions 5. Related Software Filter products 201 results ### Compare Products Showing 1 - 25 of 201 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. ### [SalesNOW](/marketing/salesnow-profile/) - Overall rating: 4.6/5 - Reviews: 81 - Starting price: $19.95 - Free trial: Available - Free demo: Not available #### Overview SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and [Read more](/marketing/salesnow-profile/) #### Features ##### Best rated features - Forecasting: 5/5 - Email Marketing: 5/5 - Segmentation: 5/5 - Workflow Management: 5/5 ##### Worst rated features - Quotes/Estimates: 4/5 [See all features](/marketing/salesnow-profile/#key-features) #### Pricing ##### Basic - Price: $19.95 [See full pricing details](/marketing/salesnow-profile/#pricing-and-plans) --- ### [Claritysoft CRM](/crm/claritysoft-profile/) - Overall rating: 4.5/5 - Reviews: 256 - Starting price: $29.00/month - Best for: Customer support - Free trial: Not available - Free demo: Not available #### Overview 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, [Read more](/crm/claritysoft-profile/) #### Features ##### Best rated features - Activity Dashboard: 5/5 - For Startups: 5/5 - Campaign Management: 5/5 - Configurable Workflow: 5/5 [See all features](/crm/claritysoft-profile/#key-features) --- ### [Quickbase](/crm/quick-base-profile/) - Overall rating: 4.4/5 - Reviews: 334 - Starting price: $35.00/month - Best for: Small businesses - Free trial: Available - Free demo: Available #### Overview Quickbase is a no-code/low-code operations platform that helps small businesses, mid-market companies, and enterprise organizations across industries such as construction, [Read more](/crm/quick-base-profile/) ##### What users love - Responsive and knowledgeable support - Highly flexible customization options - Automates complex business workflows ##### To take in mind - Expensive for growing teams #### Features ##### Best rated features - Status Tracking: 5/5 - Territory Management: 5/5 - Service History: 5/5 - Accounting: 5/5 [See all features](/crm/quick-base-profile/#key-features) #### Pricing ##### Free trial - Price: Custom - Pricing available upon request ##### Team - Price: $35.00/month - Minimum of 20 users ##### Business - Price: $55.00/month - Minimum of 40 users [See full pricing details](/crm/quick-base-profile/#pricing-and-plans) --- ### [Symphony](/accounting/integratouch-symphony-profile/) - Overall rating: 5/5 - Reviews: 1 - Starting price: $1,000.00 - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/accounting/integratouch-symphony-profile/) --- ### [SalesOutlook CRM](/crm/salesoutlook-crm-profile/) - Overall rating: 4.3/5 - Reviews: 71 - Starting price: $40.00/month - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/salesoutlook-crm-profile/) #### Features ##### Best rated features - Workflow Automation: 5/5 - Data Security: 5/5 - Template Management: 5/5 - Contact Database: 5/5 ##### Worst rated features - Referral Tracking: 3.5/5 - Territory Management: 3.7/5 - Email Marketing: 4/5 - Internal Chat Integration: 4/5 [See all features](/crm/salesoutlook-crm-profile/#key-features) #### Pricing ##### Basic - Price: $40.00/month - Monthly ##### Annual Subscription - Price: $360.00/year - Save $120 year by selecting an annual pricing plan. [See full pricing details](/crm/salesoutlook-crm-profile/#pricing-and-plans) --- ### [Zendesk Suite](/product/26892-Zendesk/) - Overall rating: 4.4/5 - Reviews: 4,116 - Starting price: $55.00/month - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/product/26892-Zendesk/) ##### What users love - Centralized multichannel support platform - Robust and flexible ticketing - Intuitive and user-friendly interface ##### To take in mind - Escalating costs and limited value - Clunky and limited email handling - Missing and complex feature set #### Features ##### Best rated features - Tagging: 5/5 - Batch Communications: 5/5 - Account Management: 5/5 - Configuration Management: 5/5 ##### Worst rated features - Interactive Content: 3/5 - Account Alerts: 3/5 - Geotargeting: 3/5 [See all features](/product/26892-Zendesk/#key-features) #### Pricing ##### Suite Team - Price: $55.00/month ##### Suite Growth - Price: $89.00/month ##### Suite Professional - Price: $115.00/month [See full pricing details](/product/26892-Zendesk/#pricing-and-plans) --- ### [SPOTIO](/crm/spotio-profile/) - Overall rating: 4.3/5 - Reviews: 78 - Free trial: Not available - Free demo: Not available #### Overview SPOTIO is the field sales execution platform for revenue-driven teams — turning field activity into reliable forecasts, lower cost of sales, and predictable revenue growth. Where [Read more](/crm/spotio-profile/) #### Features ##### Best rated features - Email Templates: 5/5 - Real-Time Updates: 5/5 - For Sales Teams/Organizations: 5/5 - Content Management: 5/5 ##### Worst rated features - API: 1/5 - Sales Reports: 1/5 - Lead Nurturing: 1/5 - CRM: 1/5 [See all features](/crm/spotio-profile/#key-features) --- ### [Dynamics 365](/product/106335-Dynamics-365/) - Overall rating: 4.4/5 - Reviews: 5,865 - Starting price: $50.00/month - Best for: Mid-size businesses - Free trial: Available - Free demo: Available #### Overview 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 [Read more](/product/106335-Dynamics-365/) ##### What users love - User-friendly and intuitive interface - Deep Microsoft ecosystem integration - Centralized workforce and operations control ##### To take in mind - Expensive licensing and add-ons - Limited and complex customization options - Steep learning and onboarding process #### Features ##### Best rated features - Commission Management: 5/5 - Financial Analysis: 5/5 - Monitoring: 5/5 - For Real Estate: 5/5 ##### Worst rated features - Lead Scoring: 3.5/5 - Sales Trend Analysis: 3.8/5 - Prospecting Tools: 3.9/5 - API: 3.9/5 [See all features](/product/106335-Dynamics-365/#key-features) #### Pricing ##### Professional - Price: $50.00/month ##### Enterprise - Price: $105.00/month ##### Premium - Price: $195.00/month [See full pricing details](/product/106335-Dynamics-365/#pricing-and-plans) --- ### [Freshservice](/help-desk/freshservice-profile/) - Overall rating: 4.5/5 - Reviews: 805 - Starting price: $19.00/month - Best for: Value for money - Free trial: Available - Free demo: Not available #### Overview Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named [Read more](/help-desk/freshservice-profile/) ##### What users love - Efficient ticketing and automation - Reliable support and service delivery - Intuitive and clean interface ##### To take in mind - Tiered pricing and feature limits - Limited and inflexible reporting - Restricted customization options #### Features ##### Best rated features - Drag & Drop: 5/5 - Completion Tracking: 5/5 - Live Chat: 5/5 - Investigation Management: 5/5 [See all features](/help-desk/freshservice-profile/#key-features) #### Pricing ##### Starter - Price: $19.00/month - Up to 1 Agent ##### Growth - Price: $49.00/month - Up to 1 Agent ##### Pro - Price: $99.00/month - Up to 1 Agent [See full pricing details](/help-desk/freshservice-profile/#pricing-and-plans) --- ### [Fieldpoint](/crm/fieldpoint-profile/) - Overall rating: 4.1/5 - Reviews: 16 - Starting price: $95.00/month - Free trial: Not available - Free demo: Not available #### Overview Fieldpoint is cloud-based field service management software designed for growing commercial contractors and mid-sized to enterprise service businesses. If your team is outgrowing [Read more](/crm/fieldpoint-profile/) #### Features ##### Best rated features - Customizable Fields: 5/5 - Electronic Signature: 5/5 - Job Management: 5/5 - Calendar Management: 5/5 ##### Worst rated features - Routing: 3/5 - Technician Management: 3/5 - Mobile Access: 3.2/5 - Dispatch Management: 3.5/5 [See all features](/crm/fieldpoint-profile/#key-features) --- ### [Zoho CRM](/crm/zoho-crm-profile/) - Overall rating: 4.3/5 - Reviews: 7,010 - Starting price: $14.00/month - Best for: Features - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/zoho-crm-profile/) ##### What users love - User-friendly and adaptable design - Affordable plans and good value - Comprehensive feature-rich platform ##### To take in mind - Slow and inconsistent support response - Cluttered and overwhelming interface - Limited and complex email tools #### Features ##### Best rated features - Remote Access/Control: 5/5 - Client/Property Matching: 5/5 - For Mac Devices: 5/5 - Widgets: 5/5 ##### Worst rated features - Chatbot: 2/5 - Sales Forecasting: 3/5 - Social Marketing: 3/5 [See all features](/crm/zoho-crm-profile/#key-features) #### Pricing ##### Standard - Price: $14.00/month ##### Professional - Price: $23.00/month ##### Enterprise - Price: $40.00/month [See full pricing details](/crm/zoho-crm-profile/#pricing-and-plans) --- ### [NetSuite](/accounting/netsuite-financials-accounting-software-profile/) - Overall rating: 4.2/5 - Reviews: 2,086 - Best for: On the rise - Free trial: Not available - Free demo: Not available #### Overview NetSuite is an AI-powered cloud-based business management suite that incorporates ERP, financial management, CRM and eCommerce functionalities into a unified platform, helping [Read more](/accounting/netsuite-financials-accounting-software-profile/) ##### What users love - Deep system tailoring options - Comprehensive and scalable functionality - Centralized financial operations platform ##### To take in mind - Steep learning curve and complexity - Complex and rigid reporting tools - Slow and inconsistent support experience #### Features ##### Best rated features - Aging Tracking: 5/5 - "What If" Scenarios: 5/5 - Knowledge Base Management: 5/5 - Vendor Master Data Management: 5/5 [See all features](/accounting/netsuite-financials-accounting-software-profile/#key-features) --- ### [LiveAgent](/crm/liveagent-profile/) - Overall rating: 4.7/5 - Reviews: 1,788 - Starting price: $15.00/month - Best for: Mid-size businesses - Free trial: Available - Free demo: Not available #### Overview Cloud help desk for support teams of any size: an online store with three agents pays $87 per month billed annually on the Team plan to answer email, live chat, WhatsApp, Facebook [Read more](/crm/liveagent-profile/) ##### What users love - Unified and efficient support - Real-time chat and integration - Intuitive and user-friendly design ##### To take in mind - Cumbersome email handling experience - Outdated and cluttered interface design - Limited mobile functionality and usability #### Features ##### Best rated features - Real-Time Data: 5/5 - Discussions/Forums: 5/5 - Drag & Drop: 5/5 - Transfers/Routing: 5/5 ##### Worst rated features - Audit Trail: 1/5 - Multi-Channel Management: 2/5 - Sentiment Analysis: 3/5 [See all features](/crm/liveagent-profile/#key-features) #### Pricing ##### Starter - Price: $15.00/month - $15 agent/month (billed annually) — $19 agent/month (billed monthly) ##### Team - Price: $29.00/month - $29 agent/month (billed annually) — $35 agent/month (billed monthly) ##### Business - Price: $49.00/month - $49 agent/month (billed annually) — $59 agent/month (billed monthly) [See full pricing details](/crm/liveagent-profile/#pricing-and-plans) --- ### [Asset Panda](/inventory-management/asset-panda-profile/) - Overall rating: 4.6/5 - Reviews: 1,370 - Best for: Enterprise businesses - Free trial: Available - Free demo: Not available #### Overview 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, [Read more](/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 - Difficult and limited notification setup #### Features ##### Best rated features - Billing & Invoicing: 5/5 - Customizable Templates: 5/5 - Task Management: 5/5 - Item Management: 5/5 [See all features](/inventory-management/asset-panda-profile/#key-features) #### Pricing ##### Free Trial - Price: Custom - Pricing available upon request - Get 14 days of full platform access. Includes: 14 days of access Unlimited users Unlimited [See full pricing details](/inventory-management/asset-panda-profile/#pricing-and-plans) --- ### [Flowlu](/project-management/flowlu-profile/) - Overall rating: 4.8/5 - Reviews: 387 - Starting price: $0.00/year - Best for: Small businesses - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/project-management/flowlu-profile/) #### Features ##### Best rated features - Time Tracking: 5/5 - Decision Support: 5/5 - Segmentation: 5/5 - Customizable Invoices: 5/5 [See all features](/project-management/flowlu-profile/#key-features) #### Pricing ##### Free - Price: $0.00/year - This is a forever free plan with up to 2 users and 100 MB of storage space. ##### Essential - Price: $9.00/month - For growing teams: move beyond basic task tracking to manage client work confidently. ##### Advanced - Price: $17.00/month - For mid-sized companies: handle complex projects and finances with more control. [See full pricing details](/project-management/flowlu-profile/#pricing-and-plans) --- ### [ScreenConnect](/product/390169-ScreenConnect/) - Overall rating: 4.7/5 - Reviews: 1,903 - Starting price: $30.00/month - Best for: Remote Access/Control - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/product/390169-ScreenConnect/) ##### What users love - Reliable and flexible remote support - Cost-effective for IT teams - Customizable and powerful toolset ##### To take in mind - Declining and unresponsive support - Lag and slow responsiveness issues - Unstable and inconsistent connectivity #### Features ##### Best rated features - Monitoring: 5/5 - Annotations: 5/5 - Discussions/Forums: 5/5 - Data Security: 5/5 ##### Worst rated features - API: 2/5 - Chat/Messaging: 3.8/5 [See all features](/product/390169-ScreenConnect/#key-features) #### Pricing ##### Remote Support One - Price: $30.00/month - This plan has an single license restriction. 1 user can make one connection. 1 session limit. Up to ##### Remote Support Standard - Price: $45.00/month - 1 user can make 3 simultaneous connections. Up to 3 sessions per tech. Unlimited unattended access ##### Remote Support Premium - Price: $55.00/month - 1 user can make 10 simultaneous connections. Up to 10 sessions per tech. [See full pricing details](/product/390169-ScreenConnect/#pricing-and-plans) --- ### [HelpCrunch](/crm/helpcrunch-profile/) - Overall rating: 4.8/5 - Reviews: 195 - Starting price: $15.00/month - Best for: Value for money - Free trial: Available - Free demo: Available #### Overview HelpCrunch is a customer communication platform built for web and mobile businesses, including SaaS companies, e-commerce stores, and digital agencies of all sizes. The software is [Read more](/crm/helpcrunch-profile/) #### Features ##### Best rated features - Live Chat: 5/5 - Real-Time Monitoring: 5/5 - Customer Database: 5/5 - Surveys & Feedback: 5/5 ##### Worst rated features - Canned Responses: 3/5 - Third-Party Integrations: 3/5 - Call Center Management: 4/5 - Social Media Integration: 4/5 [See all features](/crm/helpcrunch-profile/#key-features) #### Pricing ##### Basic - Price: $15.00/month - Total pricing depends on the number of team members and emails. ##### Pro - Price: $25.00/month - Total pricing depends on the number of team members and emails. ##### Enterprise - Price: Custom - Pricing available upon request - Contact for pricing details [See full pricing details](/crm/helpcrunch-profile/#pricing-and-plans) --- ### [The Mortgage Office Loan Servicing](/crm/the-mortgage-office-profile/) - Overall rating: 4.8/5 - Reviews: 289 - Best for: Ease of use - Free trial: Not available - Free demo: Not available #### Overview 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 [Read more](/crm/the-mortgage-office-profile/) #### Features ##### Best rated features - Loan Management: 5/5 - Electronic Applications: 5/5 - For Borrowers: 5/5 - Activity Dashboard: 5/5 ##### Worst rated features - Business Loans: 1/5 - CRM: 1/5 - Customizable Reports: 1/5 [See all features](/crm/the-mortgage-office-profile/#key-features) --- ### [Yonyx](/crm/yonyx-profile/) - Overall rating: 4.7/5 - Reviews: 259 - Starting price: $25.00/month - Best for: Features - Free trial: Available - Free demo: Not available #### Overview 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 [Read more](/crm/yonyx-profile/) #### Features ##### Best rated features - Web-based Deployment: 5/5 - Help Desk Management: 5/5 - Decision Support: 5/5 - WYSIWYG Editor: 5/5 [See all features](/crm/yonyx-profile/#key-features) #### Pricing ##### Professional - Price: $25.00/month - This plan provides all features of Yonyx platform for stand alone use. Integrations, SSO or API [See full pricing details](/crm/yonyx-profile/#pricing-and-plans) --- ### [Hiver](/crm/hiver-profile/) - Overall rating: 4.7/5 - Reviews: 148 - Starting price: $25.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview Hiver is the agentic customer service platform where teams and AI work together to resolve complex customer issues across channels. Unlike legacy support platforms, where people [Read more](/crm/hiver-profile/) #### Features ##### Best rated features - Communication Management: 5/5 - Real-Time Updates: 5/5 - Reporting/Analytics: 5/5 - Monitoring: 5/5 [See all features](/crm/hiver-profile/#key-features) #### Pricing ##### GROWTH - Price: $25.00/month - Ideal for small teams to deliver effortless, multi-channel support. ##### PRO - Price: $55.00/month - For teams looking transform their support with advanced features ##### ELITE - Price: $85.00/month - For teams looking transform their support with advanced features [See full pricing details](/crm/hiver-profile/#pricing-and-plans) --- ### [Creatio AI CRM](/product/5948-creatio-ai-crm/) - Overall rating: 4.7/5 - Reviews: 151 - Starting price: $40.00/month - Best for: Value for money - Free trial: Not available - Free demo: Not available #### Overview Creatio is an AI CRM and workflow platform where people and AI agents work together — with no limits on users, agents, workflows, or scale. Built for midsize and large [Read more](/product/5948-creatio-ai-crm/) #### Features ##### Best rated features - Conversion Tracking: 5/5 - Calendar Sync: 5/5 - Customizable Fields: 5/5 - Campaign Management: 5/5 ##### Worst rated features - Real-Time Monitoring: 1/5 - Live Chat: 3/5 - Lead Verification/Validation: 3/5 [See all features](/product/5948-creatio-ai-crm/#key-features) --- ### [Close](/crm/close-io-profile/) - Overall rating: 4.7/5 - Reviews: 164 - Starting price: $9.00/month - Best for: Customer support - Free trial: Available - Free demo: Not available #### Overview Close is a sales CRM built for small and growth-stage B2B sales teams. The software is cloud-based, so teams can access it from any browser without installing anything locally. [Read more](/crm/close-io-profile/) #### Features ##### Best rated features - Workflow Automation: 5/5 - Customizable Templates: 5/5 - Call Recording: 5/5 - Third-Party Integrations: 5/5 ##### Worst rated features - Real-Time Notifications: 1/5 - Data Import/Export: 1/5 - Customer Database: 3/5 - Drip Campaigns: 3/5 [See all features](/crm/close-io-profile/#key-features) #### Pricing ##### Solo - Price: $9.00/month - Solo is perfect for individuals organizing leads, managing pipelines, and keeping communication in ##### Essentials - Price: $35.00/month - A great plan for small teams. ##### Growth - Price: $99.00/month - Automation to help your team move faster. [See full pricing details](/crm/close-io-profile/#pricing-and-plans) --- ### [SysAid](/crm/sysaid-it-crm-profile/) - Overall rating: 4.5/5 - Reviews: 528 - Starting price: $89.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview Most AI tools tell IT what to do. SysAid's AI does it. SysAid pairs world-class ITSM with agentic AI built to act from day one, resolving incidents, fulfilling requests, triggering [Read more](/crm/sysaid-it-crm-profile/) ##### What users love - Responsive and helpful support team - Streamlined ticketing and automation - Flexible platform customization options ##### To take in mind - Limited and complex reporting tools #### Features ##### Best rated features - Supplier Management: 5/5 - Chat/Messaging: 5/5 - Service Reporting: 5/5 - Multi-Channel Communication: 5/5 ##### Worst rated features - SSL Security: 1/5 - Surveys & Feedback: 3/5 [See all features](/crm/sysaid-it-crm-profile/#key-features) #### Pricing ##### Professional - Price: $89.00/month - AI-native service management with unlimited Agentic AI. No usage caps, no approval workflows, no ##### Enterprise - Price: Custom - Pricing available upon request - Everything you get in Professional, plus the extra flexibility, customization, and testing [See full pricing details](/crm/sysaid-it-crm-profile/#pricing-and-plans) --- ### [Help Scout](/crm/help-scout-profile/) - Overall rating: 4.6/5 - Reviews: 226 - Starting price: $30.00/month - Best for: Ease of use - Free trial: Available - Free demo: Not available #### Overview Help Scout is the AI support suite that turns customer conversations into growth and retention. For over 15 years, it’s helped teams not only deliver world-class service, but [Read more](/crm/help-scout-profile/) #### Features ##### Best rated features - Document Management: 5/5 - Performance Metrics: 5/5 - Real-time Consumer-facing Chat: 5/5 - Chat/Messaging: 4.9/5 ##### Worst rated features - Document Storage: 3/5 - API: 3.7/5 [See all features](/crm/help-scout-profile/#key-features) #### Pricing ##### Standard - Price: $30.00/month - For growing teams looking to automate more tasks and move beyond email. ##### Plus - Price: $54.00/month - For teams managing higher volume and complexity across multiple channels. ##### Pro - Price: $90.00/month - For teams that need the highest level of scale and security. [See full pricing details](/crm/help-scout-profile/#pricing-and-plans) --- 1 [2](https://www.softwareadvice.com/crm/it-ticketing-comparison/?__ai_markdown=true&page=2)[3](https://www.softwareadvice.com/crm/it-ticketing-comparison/?__ai_markdown=true&page=3)[4](https://www.softwareadvice.com/crm/it-ticketing-comparison/?__ai_markdown=true&page=4)[5](https://www.softwareadvice.com/crm/it-ticketing-comparison/?__ai_markdown=true&page=5) ... [9](https://www.softwareadvice.com/crm/it-ticketing-comparison/?__ai_markdown=true&page=9) ## 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/)[ Bitrix24 vs Salesforce Service Cloud ](https://www.softwareadvice.com/nonprofit/bitrix24-profile/vs/service-cloud/)[ 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: | Feature | Description | | --- | --- | | 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/)