15 Best IT Ticketing System Software to Manage IT Support Like a Pro in 2024

As modern businesses add more and more technology to their day-to-day operations, the need to offer reliable IT support has become paramount. 

Originally introduced to replace spreadsheets and assist support professionals in addressing user concerns, the best IT ticketing system software are now the backbone of many support operations around the world. 

With features such as artificial intelligence (AI), instant collaboration, and real-time reports, it’s now much more than just an IT ticketing system! It has evolved to become a must-have tool in your line of defense.

So if your business believes that managing an influx of support tickets can get complex, cumbersome, and time consuming, the best IT ticket system can help you overcome all challenges. 

So, are you looking for the perfect IT ticketing solution but don’t know where to start? 

Well, we have got you covered in this blog. We will compare the prices and features of the 15 IT ticketing tools and help you make a foolproof decision. 

What is an IT Ticketing System Software?

An IT ticketing system software refers to business software that equips organizations with all the features they need to resolve both internal as well as external IT support requests and incidents. User issues are converted into tickets that provide the context of what the user is facing and other relevant details. 

The best IT ticketing system operates on ITSM best practices and helps organizations prevent major incidents from exploiting their brand reputation.

Read More: 8 Strategies to Implement ITSM Automation for Delightful IT Support

Best IT Help Desk Ticketing System Features: What You Should Look for Your Business?

Now that we have explored the definition of an IT ticketing system, it’s time to shift our focus to some key features that you should consider. 

1. Efficient Ticket Management

With the best IT support ticket system, there is no need for help desk agents to switch between multiple inboxes, forward emails to teams, and browse through a never-ending list of support tickets. The tool automatically converts every incoming request or incident into a ticket. This allows your agents to stay on top of every support ticket from start to finish. 

2. Team Collaboration

IT help desk software is known for its team collaboration features, such as internal comments, ticket tags or labels, ticket escalations, assignments, and more. Ticket Tags or Labels can be used to differentiate tickets from one another and lead to better organization. With internal notes or comments, agents can discuss tickets internally or advise others on resolving a particular issue. 

3. Knowledge Management 

The best IT ticketing systems have one feature in common- they come with a vast knowledge base built into the product. Customers and employees can resolve simple, recurring IT issues with the help of help articles, FAQs, guides, and more. Self-service options can help you deflect a significant volume of Tier 1 support tickets and reduce the workload of your help desk agents, saving their time.

Read More: IT Documentation Best Practices For Effective Troubleshooting

4. SLAs & Reporting 

SLA or Service Level Agreements help you set the right expectations for your employees as well as customers for smooth service delivery. With the best IT help desk tools, you can set up SLA policies and share notifications with agents in case of SLA violations. With insightful reports, managers can track the day-to-day activities of all help desk agents. Moreover, reports offer actionable insights and help you make better support decisions. 

Read More: 10 Best Practices for Help Desk Reporting

15 Best IT Help Desk Ticketing System Software for IT Support [August 2023]

Different IT ticketing systems offer different functionalities and cater to different audiences. While one tool might be great for small businesses, another might be designed to meet the scaling needs of a global enterprise.

Let’s take a look at our picks for the top IT ticketing systems available in the market. 

1. ProProfs Help Desk

ProProfs Help Desk offers the best free IT ticketing system to stay on top of all IT-related incidents as well as requests. With the Shared inbox software feature, managers, system administrators, and agents can easily see who is working on what. IT support professionals can easily sort, categorize, prioritize, label, mark, and assign tickets to the concerned stakeholders. 

Businesses can create extensive internal and external knowledge bases to support end-users round-the-clock. Your IT help desk agents can contribute to the self-help articles to ensure knowledge is updated consistently. In case certain issues require the involvement of two or more teams, a ticket can be divided into sub-tickets with the parent-child ticketing feature. 

Features of ProProfs Desk: 

• Manage all support conversations in one place with a Shared Inbox
• Use canned responses for faster replies
• Avoid sharing the same response multiple times with Agent Collision Detection
• Capture employee and customer feedback with automated surveys
• Measure your IT support performance with real-time reports and analytics

Why We Picked It: 

• Send automated CSAT surveys with end-users
• Automate IT support with powerful chatbots

Choose it for :Internal knowledge base, web forms, chatbots, live chat

3rd party integrations allowed: Yes

Suited for: Startups, small to mid-sized businesses, large enterprises

Case Study: 

Acer is a Taiwanese multinational company that sells hardware and electronic products to customers in over 160 countries. The company is run by 7000+ employees who work together to break barriers between people and technology. 

Acer fell in love with ProProfs’ excellent customer service. The technology company uses the custom fields feature of ProProfs Help Desk to include information about replacements, spare parts, and other service items. 

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 

Freshdesk’s IT ticketing system software can help you leverage the power of collaborative ticketing and AI to deliver the best customer experience. Freshdesk’s AI, called Freddy, is intelligent enough to recommend the most fitting solution articles to your agents for faster resolution. It also prevents the reopening of tickets when customers respond with a simple- Thank You! 

With this tool, your help desk managers can set up SLAs stating when a ticket needs to be replied to and solved. You can even set up automatic reminders for agents and escalations to managers whenever SLAs are violated. 

Features of Freshdesk: 

• Create service tasks for tickets that require field visits by IT support professionals
• With collision detection, see who else is viewing or replying to a support ticket
• Set Custom Ticket Views to choose which tickets you want to see first
• Receive automated notifications within the tool about ticket updates
• Set automated reminders for agents and managers whenever SLAs are not met

Why We Picked It: 

• Manage social media complaints 
• Create custom reports based on your needs

Choose it for: Canned responses, team inbox, parent-child ticketing, mobile field service

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses

Case Study: 

PosterGully is a popular e-commerce platform that was founded in 2012 by Bharat Sethi. In addition to posters, the company sells merchandise such as iPhone cases, notepads, stickers, laptop skins, t-shirts, and more

In order to grow and retain customers, PosterGully’s founder knew that had to deliver excellent customer service. With Freshdesk, the online store is able to convert every customer question into a ticket, prioritize them based on severity, set SLAs, and reduce agent workload so they can focus more on building stronger customer relationships. 

Pricing: 

Starts at $15/agent/month

3. Zendesk 

Zendesk support is another best ticketing system for IT that offers a shared inbox to handle end-users questions and concerns. So, no matter what channel a customer uses to contact your business- email, chat, social media, etc., all support conversations can be managed seamlessly. 

All customer or employee data in the ticketing system is searchable including tickets, self-service articles, forum posts, and more. Users can track every conversation from origin to resolution, even if the conversation involves multiple channels or multiple agents. 

Features of Zendesk:

• Engage your audience with a robust community forum
• Provide agents with complete customer context to offer personalized responses
• Set automation to improve workflow and expand agent bandwidth
• Integrate with other business tools without any coding skills
• Configure your help center to support multiple languages

Why We Picked It: 

• Track service desk performance with powerful reports
• Build an integrated community forum 

Choose it for: Multichannel ticketing , AI-powered answer bots, help center

3rd party integrations allowed: Yes

Suited for: Medium businesses, large enterprises

Case Study: 

Tile produces Bluetooth trackers that can help you locate your keys, phone, wallte. and other items. Started as crowdedfunded project, today, Tile helps millions of people find their misplaced items every day. 

The company chose Zendesk for its ease of use and customization capabilities. With this powerful IT ticketing system on board, Tile’s customer service team was able to reduce customer wait times and increase customer satisfaction by 14%. 

Pricing: 

Starts at $49/agent/month

4. Zoho Desk 

With Zoho Desk, you can use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and improve customer satisfaction.

In a matter of minutes, you can create a self-service portal and empower both customers and employees to find solutions on their own. With Zoho Desk’s mobile app, you can close IT support tickets on the go. Your agents can easily monitor ticket traffic and key support metrics no matter where they are. 

Features of Zoho Desk: 

• Create distinct self-service portals for customers of different brands
• Streamline all social media conversations
• Auto-tag tickets with the help of artificial intelligence
• Build and create a community of customers 
• Easy integration with Zoho CRM, and other tools 

Why We Picked It: 

• Share knowledge base articles with end-users via chat
• Connect with CRM to access relevant customer data in one place

Choose it for: Multibrand help center, social media ticketing, surveys, live chat

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses

Case Study: 

Education Partnership  North East or EPNE is a partnership between multiple colleges based in the United Kingdom. The institution has produced a large number of students who have secured placements at top universities such as Cambridge and Oxford. 

With Zoho Desk omnichannel capabilities, EPNE was able to create a single point of interaction for all employees and students. Every issue or request that their IT support team receives is tracked and resolved much faster. 

Pricing: 

Starts at $12/agent/month 

Read More - Zoho Desk Alternatives

5. HubSpot Service Hub 

With HubSpot’s help desk ticketing system, you can record, organize, and track all your customer’s issues in a single dashboard that can be easily accessed by your entire team. Simply assign owners and stages to individual tickets, and this tool will organize them into a personalized pipeline of work for each support agent. 

Moreover, with HubSpot, users can keep a firm track of key support metrics- agent response time, ticket volume, and more. Easily manage increasing customer demand, train your support team, and ultimately offer a better customer experience. 

Features of HubSpot Service Hub:

• Universal inbox that aggregates customer emails, chat, and more
• Automate ticketing routing, escalation, and task creation processes
• Get a pulse on customer happiness through surveys
• Use chatbots to improve live chat efficiencies
• Set, track, and meet customer service level agreements (SLAs)

Why We Picked It: 

• Call your customers directly from the HubSpot platform
• Resolve routine queries with chatbots

Choose it for: Omni-channel messaging, customer portal, shared inbox, customer surveys

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses

Case Study: 

Dake is a 120-year-old US-based company that manufactures durable machine tools for metal working. The company operates with the aim to provide excellent customer service that matches the quality of its products. 

Dake used HubSpot’s shared inbox feature to allow agents to get a single view of all customer communications. To improve phone support, the company can now convert customer calls into tickets and log calls. 

Pricing: 

Starts at $45/month

6. HappyFox

With HappyFox IT ticketing system software, all your incoming support tickets are automatically sorted into categories such as customer support, sales, marketing, and billing. By using advanced filters of this best IT help desk ticketing system, your support agents can find any conversation they want in no time.

Agents can use the Pinned tickets feature to prioritize urgent tickets and plan their day better. When only an acknowledgment is needed to resolve a ticket, agents can choose to send a Quick reply without ever having to open the ticket in the first place. 

Features of HappyFox: 

• Use private notes to discuss tickets confidentially
• Create knowledge base articles and FAQs in multiple languages 
• Set agent roles that determine their access level/permissions within the tool
• Create ticket categories for better ticket organization
• Define work timings of agents with work schedules

Why We Picked It: 

• Create an internal knowledge base for staff members
• Create, publish, and share knowledge base articles in multiple languages

Choose it for: Internal collaboration, mass reply, ticket tags, custom reports

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses, large enterprises

Case Study: 

Whirlpool Corporation is a multinational company that manufactures and sells home appliances such as air conditioners, refrigerators, washing machines, etc. The company manufactures its products in over 14 countries and sells to nearly every nation around the world. 

Whirlpool was using spreadsheets to track customer service inquiries. However, HappyFox has made it easier for the company to track every incoming email and set up a follow-up process for all support teams. 

Pricing: 

Starts at $29/agent/month

7. Jira Service Management

Jira Service Management, formerly known as Jira Service Desk, is an IT ticket management software that empowers teams to deliver great support experiences. Through Jira’s collaborative platform, your business can support both customers as well as employees without the complexity of traditional ITSM. 

This ticketing tool brings development, IT support, and other teams together to address user concerns. When employees or customers report incidents or make requests, you can easily escalate and route them to your development, support, or operations teams. 

Features of Jira Service Management: 

• Capture requests from email, chat tools, service desk, and other channels
• Leverage Confluence as a knowledge base and deflect support requests
• Set SLA policies and keep track of deadlines
• Use customer satisfaction reports to improve service quality
• Track the complete lifecycle of IT assets in one place

Why We Picked It: 

• Resolve issues on the move with an intuitive mobile app 
• Allow agents to collaborate using Slack or Microsoft Teams

Choose it for: Incident management, SLA management, configuration management

3rd party integrations allowed: Yes

Suited for: Medium businesses, large enterprises

Case Study: 

Infobip is a billion-dollar organization that offers cloud communication services to thousands of businesses across six continents. The company witnessed impressive growth by meeting client expectations and adopting the latest technologies. 

After switching to Jira Service Management, Infobip brought different internal processes and departments to a single platform. In addition, the company even accomplished a 24 times faster incident response time.  

Pricing: 

Starts at $20/agent/month

8. Freshservice

Freshservice offers an intuitive, intelligent, and no-code solution that helps businesses of all sizes achieve an efficient support process. This IT ticketing software takes automation to a whole different level with powerful workflow automation, virtual agents, and AI-powered chatbots

Freshservice gives your team the right platform to scale operations. The Freshworks platform provides a rich API for custom integration with hundreds of popular business apps such as Trello, Slack, Microsoft Teams, etc. 

Features of Freshservice: 

• Create a user-friendly service catalog to offer multiple services
• Easily tag team members in a ticket and hold internal discussions
• Create solutions for your incidents and automatically convert them into knowledge base articles
• Generate predefined reports for incidents, changes, and assets
• Whitelist specific IP addresses to ensure only employees can sign in to your service desk

Why We Picked It: 

• Auto-assign tickets to agents or groups
• Track purchases and approvals

Choose it for: Asset management, automated workflows, project management, automation 

3rd party integrations allowed: Yes

Suited for: Medium businesses, large enterprises

Case Study: 

Centro Global Solutions is a multinational company that offers call center and business process outsourcing (BPO) services to businesses in North America, the Middle East, Europe, and the Asia Pacific regions. 

CentroGS used Freshservice’s service catalog feature to encourage self-service among users. The company even created a hundred-plus knowledge base articles offering solutions to tech support agents and customers. 

Pricing: 

Starts at $19/agent/month

9. Vision Helpdesk

Vision helpdesk converts your business email, phone, chat, social media, and web requests into tickets and allows you to manage them from a central dashboard. With ticket and time-based billing, you can charge customers for every individual ticket or for every hour your agent spends resolving a ticket. 

With Vision Helpdesk’s mobile apps for help desk tool, your agents can easily access or solve tickets even while they are on the move. The mobile apps are available for leading mobile app stores- Android Playstore and Apple AppStore. 

Features of Vision Helpdesk

• Use rule-based criteria to automate your ticket workflow 
• Create SLAs, set up business hours, and multi-level escalation rules
• Make agents receive notifications on their personal email account
• Gamify help desk dashboard by setting up agent achievement levels and quests
• Track time spent on tickets by helpdesk staff and bill your customers accordingly

Why We Picked It: 

• Operate your help desk in multiple languages
• Allow end-users to log in to the user portal using their social media accounts

Choose it for: Workflow rules, customer feedback surveys, custom fields

3rd party integrations allowed: Yes

Suited for: Startups, small to mid-sized businesses

Case Study: 

Infocus Technologies Pvt. Ltd. is a Business Consulting that mainly focuses on SAP consulting, implementation, and support services. The company works with the vision to deliver outstanding services to corporate houses, SMEs, and the government sector.

Vision Helpdesk allowed the company to automate repetitive tasks and enhance staff performance. After switching to this tool, their support team can capture all requests in one place and offer multi-channel support to customers. 

Pricing: 

Starts at $12/agent/month

Read More: Best Vision Helpdesk Alternatives for 2023

10. ServiceDesk Plus 

ServiceDesk Plus offers visibility and central control in dealing with all IT issues to ensure that your organization suffers no downtime. For more than 10 years, ServiceDesk has been making life easier for IT support professionals, end-users, and other stakeholders. 

Businesses can easily create and publish their service catalog with custom SLAs and multi-stage approvals. In addition to ticket management, you can create IT projects, manage resources, monitor IT hardware and software assets, and offer stellar support to users. 

Features of ServiceDesk Plus: 

• Allow real-time interactions between technicians and end-users via live chat
• Offer support anytime, anywhere, right from mobile devices
• Automatically assign tickets based on technician availability
• Allow agents to manage their daily tasks from a central service desk calendar.
• Monitor multiple aspects of hardware and software deployment 

Why We Picked It: 

• Allow end-users to track ticket progress
• Share surveys with users at predefined intervals

Choose it for: Service catalog, CMDB, IT release management

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses, large enterprises

Case Study: Not Available

Pricing:

Starts at $10/technician/month 

11. JitBit 

JitBit’s IT ticketing system comes in two versions- SaaS, which is hosted on the cloud, and an on-premise help desk. With its easy-to-use ticket grid dashboard, agents can get instant access to all ongoing customer requests and any files or documents related to them.

Agents can view all messages, attachments, live chat history, and other actions in chronological order in the ticket activity feed. Help desk managers can assign team members to specific categories so that customers always get the best know-how. 

Features of JitBit: 

• Attach documents, screenshots, or PDF files to tickets 
• Divide a ticket into smaller sub-tickets for faster resolution
• Use Advanced search to quickly find important tickets
• Customize email templates and add your logo for a better experience
• With user/company history, quickly view past support interactions

Why We Picked It: 

• Leverage free mobile apps for iOS and Android platforms
• Assign different roles to team members

Choose it for: Multilingual help desk, knowledge base, advanced search, mobile apps

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses, large enterprises

Case Study: 

VARGO offers material handling solutions to multiple e-commerce, retail, warehousing, and manufacturing companies. The company is powered by an expert team that includes fulfillment and distribution center specialists. 

As the business boomed, their team used the JitBit help desk tool to track customer service requests. They quickly customized workflows and set up email templates to speed up the issue resolution process. Moreover, the mobile app allowed service reps to support customers on the go. 

Pricing: 

Starts at $29/agent/month

12. Help Scout

Help Scout comes with an email-like interface that will seem quite familiar to your IT support agents. With the shared inbox feature, you can capture and resolve all email requests and complaints in one place. 

The tool allows you to recommend help articles to IT end-users directly from the live chat window. However, if customers aren’t able to find the relevant information, they can choose to start a live chat session with your team. 

Features of Help Scout: 

• When chat operators are not available, you can direct end-users to email
• Reduce your IT ticket volume with a powerful knowledge base
• Monitor the use of help articles to make necessary changes
• Integrate with Salesforce, Slack, Mailchimp, and other tools
• Analyze your service performance for different channels

Why We Picked It: 

• The tool comes with a simple, email-like interface
• Create a private knowledge base for your tech support agents

Choose it for: Shared inbox, knowledge base, live chat, internal notes

3rd party integrations allowed: Yes

Suited for: Startups, small to mid-sized businesses

Case Study: 

The George Washington University is a private chartered research university based in Washington, D.C. During the COVID-19 pandemic, their team witnessed a 22% increase in email traffic. This increase came at a time when the University had to reduce the staff count. 

GWU chose Help Scout for the multiple email management features it brings to the table. Their team utilized productivity features such as saved replies, automated workflows, and internal notes to offer high-quality service despite the challenges. 

Pricing: 

Starts at 20/agent/month

Read More: Best Help Scout Alternatives for 2023

13. Spiceworks

Spiceworks is one of the best free IT ticket systems that can be accessed by your team anytime and anywhere. You can allow end-users to raise requests via email, user portal, or mobile devices. 

With Spiceworks, you can create ticket rules to design better ticketing workflows and automate your process. Create a dedicated user portal in minutes and allow people to submit new tickets or track the progress of existing ones. 

Features of Spiceworks: 

• Organize your tickets by assigning them different priorities
• Use alerts to keep your agents and staff members on the same page
• Track all ongoing IT projects in one place
• Leverage the Spiceworks mobile app to stay updated 
• Monitor your ticket close time, first response time, and other metrics

Why We Picked It: 

• Initiate a remote support session directly from your help desk
• Collaborate with private comments

Choose it for: Help desk reports, multi-site support, user self-service portal

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses, large enterprises

Case Study: Not Available

Pricing: 

Spiceworks is free of cost for all users. 

Read More: Best Spiceworks Service Desk Alternatives for 2023

14. LiveAgent 

LiveAgent is considered the best small business IT ticket system that equips your team to interact with IT end-users via email, chat, phone, social media, and other channels.

With an intuitive and well-designed live chat widget, your support reps can invite customers to chat and offer real-time assistance. In addition, you can even create a robust customer portal and allow them to check the progress of their tickets at their own convenience. 

Features of LiveAgent: 

• Automatically distribute incoming tickets to save time and avoid confusion
• Use ticket tags to differentiate between different tickets
• Discuss complex IT tickets with team members using private notes
• Get a sneak peek of what customers are typing during a live chat session
• Merge tickets about the same issue into a single ticket

Why We Picked It: 

• Create custom web forms to obtain relevant details
• Export tickets in PDF and HTML formats

Choose it for: Contact forms, email templates, spam filters, time tracking

3rd party integrations allowed: Yes

Suited for: Startups, small to mid-sized businesses

Case Study: 

Slido is a popular interaction app that helps the audience connect with the presenter in hybrid meetings. The app allows the audience members to ask the right questions and express their opinions about the topic.  

The company uses LiveAgent to manage all conversations from one place, whether it is phone calls, emails, or live chats. The help desk system allowed Slido agents to assign priorities to tickets and bring down the average response time to just 30 minutes. 

Pricing: 

Starts at $15/agent/month

Read More: Best Live Agent Alternatives for 2023

15. AzureDesk 

Azure Desk enables your team to manage all IT incidents and requests from a single platform. Agents can easily assign, monitor, and escalate important tickets on a priority basis whenever necessary.

When your ticket volumes are high, you can easily categorize them using tags and filters. Moreover, agents can use private notes to ask questions, share suggestions, or seek advice from other team members. 

Features of AzureDesk: 

• Create a knowledge base with advanced search functionality
• Add more information about tickets using custom fields
• Track metrics such as average response time, tickets per agent, and more
• Support customers in 53 different languages
• Customize agent signatures to share professional replies

Why We Picked It: 

• This help desk solution is quite straightforward and easy to use
• Easily add filters to reports to view relevant metrics

Choose it for: Self-service portal, agent signature, ticket management, knowledge base

3rd party integrations allowed: Yes

Suited for: Small to mid-sized businesses, large enterprises

Case Study: Not Available

Pricing: 

Starts at 33/user/month

Quick Comparison of Top IT Help Desk Ticketing System Software

Get the Best IT Ticketing System Software for Your Support Heroes

As your business and customer base expand, having the best IT help desk ticketing system becomes increasingly necessary for your support operation to function smoothly. 

From automation rules to team collaboration capabilities, there are several must-have help desk features that you should look for. In a short span of time, the right tool can help you with systematic management of incidents leading to quicker resolution times and increased return on investment. 

So choose the top ticketing system from this comprehensive list and turn your agents into real-life support heroes. If you want an affordable IT ticketing system that feels just like using email, you can choose ProProfs Help Desk. On the other hand, if you want a tool with project management capabilities, you can go for Freshservice.