The Best 5 Email Ticket Systems in 2023

The following scenarios can be imagined: A customer wishes to upgrade to a new version of their product. First, the customer wants to verify with customer support that the new feature solves their problem. The support agent listens to the customer and pulls up the knowledge base to locate the answer document. Then, the support agent can tell the customer that an upgrade will solve the problem, and they place the order.

Another customer wants to follow up on an existing ticket regarding a defective product. They need to know why the defect is there and whether they will receive a replacement. The support representative quickly reviews the chat history and searches through the internal wiki to locate documents explaining when a defective product is eligible to be replaced. They finally give a satisfactory solution to the customer, who can calm down and decide to switch to another brand.

You need ticketing software that can integrate with your existing apps. It must also be secure, scalable, intuitive, and easy to use.

This guide will walk you through what features to look out for in ticketing software, how to use it, and which ticketing systems are the best.

What is a ticketing system, and how does it work?

A ticketing system, a customer service tool, processes and catalogs customer requests via email, chat, social media, and phone. Support teams can route tickets to the right resource for the fastest resolution.

The five email ticket systems in 2023

These are the top 11 help desk ticketing systems for you to consider.

Help Scout

Help Scout is the best tool for customer service. Help Scout offers everything, from shared inboxes to customer management tools, workflows, reporting, and live chat.

It's easy to sign up and get customer support rolling immediately. This means that teams of any size can reap the benefits.

Features:

• Share the inbox with colleagues to keep everyone informed about important customer issues and collaborate with them.
• Manage customer communications in one seamless inbox. They can contact you by email or live chat.
• Create workflows and automate responses to reduce response time and help customers more quickly.
• Create a knowledge base that demonstrates how customers can use your product.
• Get reporting and analytics to monitor the performance of your support team.
• Pricing: Starting at $20 per user per month.

ProProfs

Ideal for teams who need a central location for IT support and customer requests.

ProProfs offers a variety of software. One of these is an IT help desk tool. Teams can use it to submit questions and requests to the IT department and track when they are completed. This software is great for tech companies that have very hands-on IT departments.

Features:

• Round-robin ticket assignment is used to distribute support tickets evenly to agents.
• Pre-written responses allow for quicker response times.
• Find key customer support metrics in your help desk reports.
• Pricing: Starting at $10 per user per month.

Zoho Desk

Ideal for teams that use other Zoho products.

Zoho Desk is part of the Zoho Suite of Business Tools (think Zoho CRM and Books). This ticket management software allows customers to communicate via various channels with your customer service team.

Features:

• You can receive and reply to messages from multiple channels within one email.
• You can connect to a variety of tools that your company already uses to create seamless customer experiences.
• Create a self-service portal with FAQs and tutorials that users can search through.
• Prices: For up to 3 agents

Zendesk

Ideal for enterprise customer service departments.

Zendesk allows customer service teams to manage conversations across multiple platforms. For example, support agents can assign tags to issues, select the channel with which they will respond, set priorities, track interactions, etc.

Features:

• Cross-channel communication is a great way to reach customers wherever they are.
• Chatbots powered by AI can be used to personalize auto-responders and make it easier to reach an agent.
• Create a knowledge base or help center for customers who prefer a DIY approach.
• Pricing: Starting at $19 per agent per month.

HubSpot Service Hub

Ideal for teams that need a cross-functional set of tools.

HubSpot, another tool, offers a variety of options for marketing, sales, and customer service teams. HubSpot allows companies to pick and choose which tools they require, making it a powerful tool that can be used across all departments.

Features:

• Create personalized help videos for customers using the video messaging feature.
• Combine email inboxes with live chat, Facebook Messenger, and other communication tools into one shared inbox.
• Send customer satisfaction surveys to measure the performance of your support staff.
• Get help desk features like ticket management, knowledgebase setup, live chat, and automation.
• Pricing: A free plan is available.

Support Teams Require a Ticketing System



Stay organized

When you have multiple problems to solve, it can be easy to feel overwhelmed. Unorganized systems can lead to confusion, longer ticket wait times, and lower productivity. A ticketing system powered by AI ensures that you use a priority system to organize support tickets. This makes support teams more productive and customers happier with faster support.

Combine interactions into one thread

According to a Microsoft survey, 75% of customers expect customer service to keep track of previous purchases and interactions with support representatives. However, half of the respondents complained that agents did not have a history of previous interactions to efficiently solve their problems.

Queue and assign requests

Email ticket systems organize tickets automatically on a priority basis. Accordingly, tickets with higher priority tasks will be at the top, and those below will be at the bottom. Unfortunately, this means that low-priority support tickets aren't handled on time. This can lead to delays and violations of service agreements.

Increase communication and collaboration

• Ticketing systems promote internal collaboration with features like:
• Transferring tickets to senior employees.
• Private notes to provide context for anyone who takes over the ticket.
• Reps can use internal messaging to communicate.
• Multiple agents can collaborate to solve the same ticket.
• Using a ticketing system that integrates with your knowledge solution email service is important so support teams can quickly find the answers they need without leaving the chat.

Create reports using KPI data

• Email support systems offer customizable analytics. This allows you to create targeted reports and measure the data.
• The percentage for resolved tickets following first contact with the support report
• Unresolved Tickets
• A portion of tickets that violate the SLA agreement
• The average time taken to resolve a ticket
• The percentage of satisfied customers
• Agent activity and productivity
• These metrics allow you to monitor performance and pinpoint areas that require optimization.