15 Best IT Help Desk Ticketing Systems (2024)

It is easy to integrate with our social media platforms like Facebook and WhatsApp. It is also cheap to purchase and offers the best chat features with AI-powered chatbots.

We needed a software that would help us communicate effectively with our customers and deliver personalized support quicker. It has not been so long since we started using Freshdesk in our company and it has really been helpful to us.

It requires a trained person to set up the chatbots and the navigation of the software requires someone with computer knowledge.

Freshdesk is cheap and easy to implement. It is also supported on all devices which allows us to work remotely on any device.

The number of customers a company has, the number of employees who offer customer support, and the price of the plan a company needs depending on the number of agents available.

It has helped us communicate easily with our customers and increase our sales due to improved customer care.

A growing organisation that has many customers.

It keeps us organized, accountable on timelines, records every submission or edit, which helps us continue to look at our operational processes and make sure they work for everyone involved. When they don't, we're able to use the data of our own activity to make changes and pivot.

We were using Slack messages as a ticketing system for IT requests, and to plan for new employees that would be onboarded. We were also only using email tickets (we would email [email protected], for example, to request personal help with IT related issues). Communication requests/tickets would get lost chronically and we all had enough. Since we started using Freshservice last year, it allowed us to request service (from IT or Onboarding) and even report issues for our own IT needs.

There are other solutions out there that do a better job at organizing tickets, Jira for example.

Freshservice has been good in helping us stay more organized, respond in a way that gives many people simultaneous visibility. That said, Jira is more comprehensive; it has a knowledge base, ticketing, and project planning tools. It's literally everything we need and it turned out to be cheaper than the multiple other systems we have so as a company, we're talking about phasing out Freshservice.

Cost, labor to get it up and running and then continuously running correctly - that takes time! Also, people should think about who they want to have visibility and actions in Freshservice for various scenarios. FS is really good at that.

I would say small startup type companies like ours was/is where the environment is very scrappy and everyone likes to have insight and visibility so we can continue to discuss operational efficiencies.

It is a cost-effective yet comprehensive IT management platform with a user-friendly interface and ease of implementation. The platform offers a wide range of tools, including incident management, problem management, change management, and asset tracking, all integrated into a single solution. This increases efficiency when managing multiple processes from one platform, enhancing overall productivity.

The interface is intuitive and easy to use, even for teams without extensive technical expertise. Lastly, it provides great value for money, offering critical features that rival more expensive platforms.

Our client has used ServiceDesk Plus for over two years. They chose ServiceDesk Plus because they needed a robust and scalable IT service management (ITSM) solution to streamline their help desk operations and improve overall service delivery.

The client required a comprehensive IT Service Management Platform that provided incident, problem, change, and asset management, all integrated into one tool. This helped centralize their IT processes, ensuring better tracking and resolution of IT-related issues. ServiceDesk Plus allowed them to automate repetitive tasks and customize workflows, improving the team's efficiency and reducing manual work.

Also, a user-friendly interface was vital for the client, along with scalability as they were in a hyper-growth phase. They also needed advanced analytics features to track IT service performance, spot trends, and make data-driven improvements to existing processes.

Some key dislikes the client mentioned primarily revolve around customization limitations and the complexity of setting up advanced features. Some technical team users noted that while the platform is feature-rich, customizing certain areas, such as workflows and reporting, to meet the unique needs of their organization can be difficult. This lack of flexibility can hinder the optimization of IT workflows.

While the basic features are easy to navigate, setting up advanced modules like change management or automation workflows can be complex and time-consuming, requiring more technical expertise than expected. There was also feedback that integrating ServiceDesk Plus with third-party tools or systems can be challenging, especially when synchronizing data across different platforms.

Compared to competitors like Zendesk or Freshservice, ServiceDesk Plus is more cost-effective and offers a wide range of IT management features at a lower price point. While platforms like Zendesk excel in customer support ticketing, they lack the extensive IT asset management or change management capabilities that ServiceDesk Plus provides.

ServiceDesk Plus’s ease of use and quick deployment are ideal compared to other systems like BMC Helix or ServiceNow, which can take longer to implement and require more technical expertise. It ultimately depends on the company's needs, the size of the organization, and the rate of growth.

When purchasing an IT service management tool like ServiceDesk Plus, key criteria include the feature set, scalability, ease of use, integration capabilities, and pricing. First, assess the specific IT management needs of your organization, such as incident management, change management, or asset tracking, and ensure the tool covers all of these in one platform.

Next, consider scalability—can the tool grow with your organization as you expand? Ease of use is critical, especially if your IT team is small or lacks extensive technical expertise, so the tool should be user-friendly. Check integration capabilities with other software in your tech stack to avoid silos.

Lastly, make sure the pricing aligns with your budget, especially if you have a large team or anticipate growing needs. Balancing functionality with cost efficiency is essential when choosing the right tool.

Originally focused on basic help desk functions, the platform now offers integrated ITIL-based processes, including incident, problem, change, and asset management, allowing organizations to manage their entire IT infrastructure from a single platform. This drives more streamlined IT operations and improves efficiency across departments. To further address user demands, automation features have been added to simplify repetitive tasks such as ticket assignment and workflow management, reducing manual workloads and improving response times.

ServiceDesk Plus has also increased its focus on customization, enabling businesses to tailor workflows, reports, and dashboards to suit their specific needs. By introducing both cloud and on-premise deployment options, ServiceDesk Plus has catered to a broader client base with different security and compliance requirements.

With the rise of remote work, the platform has adapted by enhancing its self-service portal and mobile capabilities, enabling employees to raise and track issues from anywhere.

ServiceDesk Plus is ideal for medium to large organizations with dedicated IT departments that need a comprehensive IT service management (ITSM) tool. It is well-suited for companies that require a robust solution for managing help desk operations, incident management, change management, and asset tracking.

• Zoho Desk can auto-assign tickets to individuals.
• It allows tracking of helpdesk tickets.
• It also tracks common issues and trends.

My company used Zoho Desk for all of last year. The main reason they bought Zoho Desk was to give customers a chance to create help desk tickets. We found that prior to this, we were losing track of customer requests and issue reports. Through zoho desk, the creation of tickets ensured we did not lose track.

• The price is a bit expensive.
• It would be nice not to have to pay for each individual that we want to have access to.
• If you accidentally close a ticket, it can be a pain to recreate it.

The big criteria that should be considered is how large your business is and how many users you will need. The other is which package would best fit your needs, we used the professional package.

I do see Zoho Desk frequently releasing updates to the system and, over the years we have had it, they have made it more user friendly and easier to track ticket trends.

I would suggest Zoho Desk for any organization that solves problems for customers. Either IT related product issues to product returns.

I like the Macros, because they help me a lot in resolving tickets faster than usual especially when more clients frequently ask the same question or report the same incident, secondly I love the user interface of the software, it is easy to adapt to and to work with it on every device size

Zendesk is a powerful tool when it comes to solving clients' issues through different channels like Live chat, Zendesk Talk, and emails, we opted to purchase the software to create a way we can collaborate with clients without losing data and across different platforms like Whatsapp, Messenger, Twitter and on live chat widget. Implementing the tool has enabled us to achieve more. It has helped us to be more productive and supportive of clients by responding to their questions on time. I have used the solution for 3 three years and has helped me grow customer relationship skills.

The support portal takes a lot of time to load data especially when you are connected to a poor internet connection, the support team at times takes a longer time to respond to technical questions and incident reporting hence affecting my work.

They have enough documentation and video guides to help you get started using the solution, the tool has more features in one place which prevents Interswitch and multiple logins to different software to perform the same task, like you can use the Zendesk support, and Zendesk Talk in one dashboard and hence saving more time.

They should think of the pricing of the tool, the best plan I would recommend is $49/month per agent. However, smaller businesses with a bigger size of operators may not get good ROI from this tool, therefore pricing should be more considered before buying the software.

They have introduced AI which can help support operators in crafting good guides, posts, and responses hence saving more time.

Support operators

I like the canned responses that make it easy for me to respond to a client's question by just pasting the canned responses from frequently asked questions.

We bought LiveAgent to offer live chat communication to users on our website and respond to clients’ messages. I have used the software for about two years

The pricing of the software is expensive.

They have a good web application with a good user interface which makes it easier for me to access the chat.

They should think of the pricing and scalability of the software.

They have improved the mobile application and the web application

Support teams.

Easy to work with after it's set up properly. Reminders for jobs that need completing. Its ability to grow with the company.

As we grew from a small business to a medium sized business, we needed something to guide us through the increased workload. After researching and interviewing several companies, we chose Monday.com. Although there is a significant learning curve, it has definitely paid off for us. We are more organized and there are checks and balances for the employees. There also is increased accountability.

Learning curve was time consuming. Customer support was limited to a specific amount of hours. Some parts of the site are not perfectly intuitive.

We thought the price was competitive with other tools on the market. We liked the graphics on the site. We believe we can use the platform for several years as it will absorb our growth.

Price is always an important consideration. Getting the best support is critical. There's nothing worse than having to fill out a ticket and wait 24 hours for a response.

Monday.com seems to be providing additional updates to its product. We often get emails about new features that are available. We may consider using its CRM in the future to keep more products in the same bucket.

It has worked well for our advertising agency where there are many new opportunities on a daily basis.

• Internal Help Articles: The platform offered an internal knowledge base, which helped the team with continual learning efforts.
• Ticket Organization: The platform allowed us to organize our incoming requests in a clear and concise way.
• Ability to Manage SLAs: JitBit allowed us to set service level agreements that applied to our specific use case.

My previous employer, which focused on personalized home-kit meals, used JitBit. They implemented the software to help us easily monitor our customer support mailbox. We used the platform to support incoming requests from both our customers and employees. This tool was a crucial piece of our support model. They began using the platform in 2018, and I worked with it until my departure in 2023.

• Integration options with other products could have been better, especially since our company and team handled a wide range of tasks.
• Reporting functionalities could be improved; we often needed to pull reports, and JitBit did not make this process as easy as we would have liked.
• Pricing was high in comparison to similar tools currently on the market, in our opinion.

JitBit was different from its competitors because it truly offered a "one-stop-shop" experience. We appreciated that JitBit's features allowed users to track the status of their requests via mobile devices and ensured that agents were aware of pending requests. At this time, not many similar platforms offer that level of accessibility, allowing users to step away from their desks while remaining available to provide support.

I think people should focus on the size of their team and both current and future needs when considering JitBit. Although JitBit is highly functional, it has not evolved much to meet more "modern" industry demands, so this could be a factor for fast-growing teams or those requiring cutting-edge features.

Honestly, no—during my time with JitBit, the tool remained stagnant in terms of product development and new offerings.

JitBit is ideal for people working in customer service who have a solid team of around 8-15 people.

I like the issue tracking. I like the agile development. I love the roadmap abilities.

This software was purchased way before I joined the organization. I have used it for almost 2 years. My understanding is that my company wanted a way to track product and project management work. Some of the key benefits of this software are dashboards and reporting, agile framework, and roadmap planning.

Jira can be non-user friendly for a new user. The help documents are complicated for a new user. I wish there were simpler training videos to support new user learning.

I have not used any competitor tools.

Some criteria people should think about when buying this type of tool are: Is it user friendly? Can this system 's tools be integrated with other systems? Will this system meet the needs of reporting capabilities needed for the work the organization has?

I have only used this tool for less than 2 years, therefore, I am not aware of previous versions and capabilities.

This tool is great for small to medium companies with few projects.

The ticketing system format and organization are excellent. The dashboard is user-friendly and provides a clear overview. The notification features help keep the team informed and responsive.

We purchased HappyFox to manage tickets for both IT and Facilities departments. We struggled to keep up with tickets submitted by staff and needed a centralized ticketing system. Before HappyFox, staff submitted their "tickets" (i.e., issues and needs) via email, IM, in-person requests, etc., which became unmanageable as our organization grew. Our team took about four months to work out the kinks and has been using it for almost three years now. I used it during my one year on staff and found it extremely beneficial, as you can track ticket submissions, assign them to individuals, add notes, and communicate with the ticket submitter regarding updates.

The interface can be a bit cluttered. It was somewhat clunky to train on. Staff initially struggled to grasp all its features.

I'm not entirely sure, as we didn't have a ticketing system before. However, from the options we considered, HappyFox seemed to offer more capabilities. I prefer this system because of its features, ease of use (once familiarized), and the ability to collaborate with other departments and team members.

Consider the specific problem you're trying to solve. Review all of HappyFox's features to determine if it addresses your needs. Think about how you want to collaborate across departments. Will HappyFox fit your requirements? Lastly, provide multiple training sessions and resources to ensure staff are comfortable using the system.

It added new statuses and allowed us to create custom statuses for our organization.

It is well-suited for IT, Facilities, Operations, and other task-oriented services or departments.

Kayako was cost-effective compared to its competitors. It offered detailed behind-the-scenes metrics that helped us improve the client experience.

Their support team provided strong assistance throughout our entire partnership.

My company bought Kayako because it was the best platform that fit our requirements for communicating with clients. Our focus was to provide a one-stop shop for clients' legal questions. In addition to the multiple functions the platform offers, it was competitively priced compared to its competitors. My company had approximately 100 people working directly with clients, and Kayako made this easy to manage. The platform had a great reputation for enabling seamless, intuitive, and quick client support.

I don't have anything negative to say. I would give it a solid 9 out of 10, as there are always things that could improve over time.

Kayako differs from its competitors because the platform gives you ownership over various aspects, such as tickets, metrics, and help articles. Other companies often require you to contact them to manage things you should have access to or charge high fees for basic add-ons.

With a tool like this, people should be clear about the service they want to offer. It's important to schedule recurring meetings to discuss platform limitations so they don’t hinder the user experience.

Kayako has remained largely the same since I last used it at my previous company.

Kayako is ideal for learning environments and mid-sized legal institutions.