10 Best Email Ticketing Systems for Customer Support in 2024

As a customer support representative, you can either be a detective, combining clues from emails to solve customer problems or a therapist who’s calming frustrations and building trust. 

In any case, you need to be organized. 

That’s where a good email ticketing system comes in.

Being a part of the customer support industry for years, I’ve experienced it all – from overflowing inboxes to endless email chains. But that was before I discovered the power of email ticketing systems.

I’ll share my findings with you in this blog, walking you through a list of the 10 best email ticketing software to streamline customer support. 

What Is an Email Ticketing System? 

An email ticketing system is designed to manage customer service inquiries made through email. It converts incoming customer emails into tickets, which are tracked and managed to ensure timely and organized responses. 

This structure helps customer support teams maintain accountability and efficiency, as they can prioritize, assign, and resolve issues systematically.

Email ticketing systems ensure that customer interactions are handled professionally and efficiently, reinforcing the importance of quality customer service in sustaining business success.

Here’s a sneak peek into some of the best email ticketing systems and tools I have used.

10 Best Email Ticketing System Software for 2024 

Here’s a detailed review of the 10 best email ticketing system software and tools, along with their features, pros, and cons. 

1. ProProfs Help Desk – Best for Help Desk & Support Ticketing for Customer Delight

ProProfs Help Desk creates customer delight with its comprehensive help desk and support ticketing capabilities. From my use, it’s clear that this tool is designed to enhance user satisfaction thoroughly. 

Its robust email ticket system enables support teams to efficiently manage, organize, and respond to customer queries. The feature that impresses me most is its seamless tracking and conversation management capabilities, which significantly reduce response times and improve the accuracy of the support provided. 

Besides, ProProfs Help Desk offers excellent integration with other software, which enriches its functionality and makes it a holistic solution for businesses focused on boosting customer satisfaction.

What You Will Like:

• It contains seamless bug tracking with fast reports and surveys for faster ticket resolution
• Allows you to access, assign, & track customer emails in one place with its shared inbox feature.
• It supports multiple languages, making it ideal for serving a global customer base.
• Automated ticket routing efficiently directs queries to the appropriate team members, improving resolution times.
• It helps you deliver omnichannel support across email, chat, & other channels.
• It includes a knowledge base for customers to find answers, reducing the support staff load.
• It offers 24/7 customer support to ensure any issues are promptly addressed.

What You May Not Like:

• Frequent updates and feature releases although useful, require constant adaptation.
• The free plan is limited to a single agent only. 

Pricing: 

FREE for a single user. Plans start at $19.99/user/month for 2 or more users. No hidden fees. A 15-day money-back guarantee.

2. Freshdesk– Best for Multichannel Communications

Freshdesk is ideal for handling multichannel communications, and its email ticketing system is exceptionally strong. It integrates seamlessly with various channels, including social media, phone, and chat, ensuring no customer query goes unnoticed. 

What I find most beneficial is the unified ticketing dashboard that centralizes all communications, allowing for efficient management and prompt response to customer inquiries from a single interface. 

This capability simplifies the support process and enhances the customer experience by providing timely and context-aware responses.

What You Will Like:

• AI-powered ticket routing and responses enhance efficiency by automatically categorizing and prioritizing tickets.
• Comprehensive reporting and analytics provide valuable insights into support team performance and customer satisfaction.
• Customizable workflows help tailor the support process to match specific needs.
• Integration with popular third-party apps, such as Mailchimp and Salesforce, ensures that Freshdesk can work seamlessly within existing business ecosystems.
• The self-service portal enables customers to find solutions to common issues, reducing the workload on support teams.

What You May Not Like:

• The mobile app occasionally lags, which can be frustrating for support agents who need to work quickly.
• Lower-tier plans have limited customization options, potentially restricting functionality for smaller businesses.

Pricing: 

Starts at $15/agent/month. 

3. SysAid – Best for AI-powered ITSM

SysAid utilizes AI to enhance IT Service Management (ITSM), with its email ticketing system incorporating AI to automate workflows and offer solutions based on historical data. This AI integration accelerates resolution times and helps anticipate issues. 

Throughout my usage, I’ve appreciated SysAid’s predictive insights and automated task management, which have significantly streamlined IT operations, making them more efficient and less prone to human error.

The tool is particularly suited for IT departments looking to reduce workload and increase operational efficiency through innovative AI technologies.

What You Will Like:

• Advanced asset management capabilities provide a comprehensive view of IT assets, aiding in efficient resource utilization.
• Customizable workflows and forms help tailor the system to meet their specific support processes and requirements.
• Real-time analytics and reporting provide detailed insights into support team performance and system usage, aiding decision-making.
• The system alerts you proactively about IT incidents, helping prevent potential disruptions.
• Robust security features ensure that sensitive data is protected, meets compliance requirements, and is safeguarded against breaches.

What You May Not Like:

• The setup process can be complex.
• The interface has limited customization options.

Pricing: 

Starts at $15/user/month for up to 50 users.

4. LiveAgent– Best for Chat-Based Support

LiveAgent excels in chat-based support, but its email ticketing features are equally commendable. The platform integrates email, chat, and social media into a cohesive service experience, which boosts the responsiveness and efficiency of support teams. 

The real-time chat widget, combined with robust email support, offers a comprehensive approach to customer service, ensuring immediate attention and thorough follow-up communications, which are critical in maintaining high customer satisfaction levels.

For teams that depend on fast and effective communication to enhance customer service, LiveAgent is highly reliable.

What You Will Like:

• The platform supports a built-in call center, centralizing communication needs.
• Video chat capabilities provide a more personal service experience, fostering better customer relationships.
• Extensive customization options are available for chat widgets to align with brand aesthetics.
• Comprehensive reporting tools help analyze chat efficiency and agent performance.
• Around-the-clock support ensures any operational issues are promptly resolved.

What You May Not Like:

• There are occasional delays in ticket updates, which can affect response times.
• The automation features are basic compared to those offered by some competitors.

Pricing: 

Starts at $9/agent/month. 

5. Zoho Desk– Best for Zoho Suite Users 

Zoho Desk specializes in context-driven support, which has been instrumental in how my team handles customer queries. 

It has a highly sophisticated email ticketing system, which uses extensive customer data to provide context to every interaction. This approach allows for more personalized and informed responses, significantly enhancing customer support quality. 

It is great if you work with other Zoho products. This integration helps gather and display comprehensive customer interaction histories, which simplifies the support process and enables quicker, more effective resolutions to complex issues.

What You Will Like:

• AI-powered Zia automates responses, providing suggested replies and routing tickets to the appropriate agents, which enhances efficiency and reduces response times.
• It features an advanced ticketing system email that prioritizes queries based on urgency and relevance.
• Customizable workflows allow tailoring to specific business processes, improving efficiency.
• Zoho Desk integrates well with other Zoho products and various third-party applications.
• The system supports multi-channel communication, ensuring customers can reach out through their preferred methods.

What You May Not Like:

• The platform has a steeper learning curve for new users, which can result in a longer onboarding process.
• Lower-tier plans offer limited customization options, which may not meet the needs of all businesses.

Pricing: 

Starts at $7/month for up to 5 users. 

6. Intercom – Best for Streamlining Support Workflows

Intercom has completely revolutionized the way my team handles support workflows. 

It is tailored to streamline support workflows, and its email ticketing system embodies this philosophy. It smartly routes emails and prioritizes them to ensure that they are addressed by the most suitable team member. 

The proactive messaging feature, which I find extremely effective, engages customers proactively, reducing the incidence of support tickets and enhancing the efficiency of the support process overall.

What You Will Like:

• Powerful automation features enhance efficiency by automating routine tasks and suggesting responses.
• Customizable chatbots improve response times and customer satisfaction.
• Reporting and analytics offer valuable insights into your support team’s performance and customer satisfaction.
• Every interaction is linked to a detailed customer profile, which includes their contact information, interaction history, and any relevant notes, which allows agents to provide more personalized and effective assistance.
• The platform supports team collaboration with features like internal notes and @mentions. 

What You May Not Like:

• The setup process can be complex, requiring significant time and resources to implement the system effectively.
• The interface has limited customization options, which may not meet the needs of all users.

Pricing: 

Starts at $39/seat/month.

7. Zendesk– Best for Customer Self-Service

Zendesk plays a vital role in our strategy to empower customers through self-service options. Its comprehensive suite of tools, including sophisticated AI-driven chatbots, detailed knowledge bases, and active community forums, allows customers to resolve many of their issues independently.

This is particularly strong in promoting customer self-service, supported by an email ticketing system that integrates closely with a knowledge base. 

This integration enables customers to access FAQs and troubleshooting guides directly through email prompts, which not only reduces the support team’s workload but also empowers customers to solve their issues independently. 

What You Will Like:

• The platform integrates smoothly with multiple communication channels, providing a cohesive customer experience.
• Advanced analytics are available to help track and improve customer satisfaction over time.
• AI-powered bots assist customers with routine inquiries, enhancing efficiency.
• Robust customization options allow businesses to create a fully branded help center and ticketing environment.
• The platform supports global customer service operations with options for multiple languages.

What You May Not Like:

• Accessing full functionality requires subscribing to higher pricing tiers, which may be costly.
• Some integrations may require technical expertise to set up properly.

Pricing: 

Starts at $55/agent/month. 

8. Hiver– Best for Gmail-Based Help Desk Solution

Hiver has been transformative for our team, integrating seamlessly with Gmail to create a powerful help desk solution right within our email platform. 

The tool transforms the familiar Gmail interface into a powerful help desk solution, making it incredibly easy for teams to adopt and use without extensive training. 

Its email ticketing system operates directly from Gmail, providing essential features like shared inboxes and email tags, which enhances collaboration and response processes. This seamless integration with Gmail ensures a smooth user experience and efficient management of customer inquiries.

What You Will Like:

• The platform facilitates easy collaboration through features like shared inboxes and email notes.
• Automated rules help streamline email management workflows, enhancing team efficiency.
• Real-time alerts keep team members updated on ticket statuses and customer replies.
• Hiver provides detailed analytics to monitor various aspects of the support process, helping improve overall performance.
• The setup is minimal, leveraging existing Google infrastructure, which simplifies the implementation process.

What You May Not Like:

• Hiver’s functionality is limited to those who use Gmail, making it less versatile for users of other email services.
• Compared to specialized ticketing systems, Hiver’s features might seem basic or limited.

Pricing: 

Starts at $19/user/month. 

9. Spiceworks Help Desk – Best for Open-Source Ticketing System for Small IT Teams

SpiceWorks Help Desk is an excellent choice for small IT teams, offering an open-source ticketing system that provides essential functionalities without the complexities or costs associated with commercial products.

My experience with its email ticketing system has been positive, featuring straightforward yet effective tools for ticket management, reporting, and team collaboration, all of which are crucial for delivering efficient IT support.

The simplicity and effectiveness of SpiceWorks Help Desk make it an excellent choice for small, resource-conscious IT teams that need a straightforward yet capable ticketing solution.

What You Will Like:

• SpiceWorks Help Desk is entirely free, making it an excellent option for businesses with limited budgets.
• Being open-source, the platform allows for deep customization to tailor it precisely to your needs.
• The platform integrates directly with SpiceWorks’ community, providing access to a wealth of knowledge and support.
• Automated ticket tracking ensures that all updates are logged, and nothing slips through the cracks.
• Being cloud-based, it provides the flexibility to access the system from any location.

What You May Not Like:

• Limited scalability makes it unsuitable for larger organizations with more complex needs.
• Support is mainly community-driven, which can vary in responsiveness and expertise.

Pricing: 

Free with limited features.

10. HelpCrunch– Best for Personalized Help Automation

HelpCrunch has played a crucial role in automating and personalizing our help desk interactions. This platform allows for the creation of customized messages and automated responses that are specifically tailored to meet individual customer preferences.

The tool excels in personalized help automation, and its email ticketing system enhances this by automating common responses and personalizing customer journeys based on behavioral and historical data. 

This capability allows for tailored communications and automated responses that are specific to individual customer interactions, which I’ve found to be a game-changer in enhancing the customer experience through thoughtful, automated touchpoints.

What You Will Like:

• Eextensive customization of messaging and emails provides a personalized touch. 
• An integrated knowledge base within the platform reduces the necessity for direct support, empowering customers to help themselves.
• Advanced automation features streamline customer interactions, making support operations more efficient.
• Detailed analytics provide insights into customer engagement and support effectiveness, enabling continuous improvement.
• The platform includes a mobile SDK, making it easy to integrate support functionality into mobile applications.

What You May Not Like:

• Limited third-party integrations may restrict the platform’s ability to work seamlessly with other tools used by the business.
• Customizing emails and messages can be complex and may require more time to master.

Pricing: 

Starts at $23/month for up to 1000 emails. 

Evaluation Criteria 

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.
2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.
3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.
4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.
5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 
6. Personal Experience / Experts’ Opinions: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts. 

Ready to Pick the Best Email Ticketing Software?

So, which one of these email ticketing systems and software did you find the best?

Here, I have shortlisted the three best options based on my personal experience:

Option 1: ProProfs Help Desk

ProProfs Help Desk is smart email helpdesk software that excels at enhancing customer satisfaction with its robust email ticketing system. Thanks to its tracking and conversation features, it allows efficient management and response to customer queries. Its seamless integration with other software also makes it a comprehensive solution for improving support accuracy and response times.

Option 2: Live Agent

LiveAgent stands out for its integrated approach to customer support, combining email, chat, and social media into one seamless service. Its real-time chat widget and robust email support ensure fast and effective communication, which is crucial for maintaining high customer satisfaction. This makes it ideal for teams to prioritize responsive and efficient customer service.

Option 3: Hiver

Hiver is another smart solution that fosters team collaboration by integrating directly with Gmail, transforming it into an efficient help desk solution. Its familiar interface simplifies adoption and requires minimal training. Also, features like shared inboxes and email tags enhance response efficiency, making it ideal for managing customer inquiries seamlessly within Gmail.

Based on my personal experience, the tool that stands out is the ProProfs Help Desk. It has features like automated ticket alerts, customizable templates, and insightful reporting, making it an excellent choice for managing customer interactions effectively.

Learn More About Email Ticketing Systems and Software

What are the key features of email ticketing system software?

Email ticketing system software centralizes customer support queries into a single platform, converting emails into tickets for easier management. The key features include ticket management, automated workflows, priority tagging, and integration capabilities with other platforms. These systems also often provides reporting and analytics tools, which help in tracking support metrics and performance.

Watch: How to Create a Ticketing System for Customer Support

How does email ticketing system software help with productivity?

Email ticketing system software enhances productivity by streamlining communication and ensuring that customer inquiries are not overlooked. Automation features like ticket routing, acknowledgment emails, and follow-up reminders reduce the manual effort required. These systems also facilitate collaboration among team members by allowing them to share tickets, notes, and updates easily, thus speeding up the resolution process.

Also Read: 10 Tips to Increase Your Customer Service Team's Productivity 

How customizable is email ticketing system software?

Email ticketing system software typically offers a high degree of customization to adapt to different business needs. This customization can include the creation of unique workflows, personalized response templates, and specific ticket categorization rules. Many systems also allow for integrating third-party applications and modifications to the user interface, making them flexible enough to fit various operational structures.

Read: 10 Ways to Customize Your Help Desk Software

What are some popular email ticketing system software options?

Popular email ticketing system software options include ProProfs Help Desk, Zendesk, Freshdesk, Zoho Desk, and HelpScout. These platforms are renowned for their robust functionality, including multi-channel support, automation tools, and extensive integrations with other business tools. Other notable mentions are SysAid and Intercom, which offer unique features like asset management and conversational customer engagement.