Best Ticketing & Help Desk Software in 2019

These products aim to offer a centralized platform from where you can track and resolve customer requests coming from multiple communication channels, including phone calls, emails, and live chat. This helps offer faster customer support and hence reduce churn rates and increase the number of happy customers. Key features to look for include automated ticketing systems, ability to integrate with other platforms, and knowledge base solutions.  Read the full software guide...

Ticketing & Help Desk Software Guide

What is Ticketing & Help Desk Software?

Ticketing and help desk software is used to provide businesses with a centralized platform that can handle the tracking and resolution of their customer requests. These requests can come from a variety of communication channels, including emails, phone calls, and live chat.

These solutions can be geared towards external customers (those who have purchased services/goods from a business) or internal customers (a business’ employees). Some solutions will provide functionality for both use-cases whereas others will be specialized for just one type of customer, so it is important to make sure the solution you are considering will fit your specific needs.

Through implementing ticketing and help desk solutions, businesses can offer their clients faster and more effective customer support. As a result, churn rates will be reduced and the number of satisfied customers will substantially increase. This outcome is primarily achieved by the ability to automate and therefore streamline ticketing and help desk processes, as well through the ability to integrate with an existing technology stack.

Solutions that feature an automated issue tracking system will create electronic tickets that are assigned to a customer profile. Through storing all relevant customer profile data in an easily accessible and searchable database, users can track every interaction that a customer has had with the business—which usually includes their contact information and purchase history. Furthermore, advanced solutions can feature automated standardized responses for frequently asked questions, as well as maintain a support database for previously resolved issues that both users and customers can refer to. This significantly enhances support agent productivity when dealing with tickets.

Common Features of Ticketing & Help Desk

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Click-to-Dial Dial telephone numbers with one click.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Dashboard Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Data Visualization Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Lead Scoring Manually or automatically assign quality scores to business leads to target / segment sales outreach efforts.
Marketing Automation Automate marketing processes, such as outreach emails, customer engagement, chat replies through the use of chatbots and others.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Time Management Monitor and optimize how you're spending your time.

Latest User Reviews of Ticketing & Help Desk Products

ProProfs Help Desk
Rosa Parron // Commission Sales Associate at Lamprell
"Saves on Valuable Agent Time"

Canned responses are one of the ideal features of the proprofs help desk. My agents c...

Ailin Guerrero // at
"Messaging with ticket system"

The great advantage of software are its different forms of communication, they are ex...

David Gentry // at
"The Ultimate Enterprise Service Management..."

What's not to like about ChangeGear is the better question. St. Mary's Hospital love...

Shawn Rockwell // at
"FreshDesk is a good Desk"

I like that it's easy to use. I like that has automations such as canned responses, r...