15 Best IT Help Desk Ticketing Systems (2024)

• Its user-friendly interface makes it easy for our agents to manage customer inquiries efficiently.
• The robust feature set, including the ticketing system, knowledge base, and automation tools, provides us with everything we need to provide excellent customer support.
• The analytics and reporting capabilities allow us to track our performance and continuously improve our processes.
• The ability to customize Freshdesk to fit our specific needs and branding has been a huge plus for us.
• The frequent updates and new features added by Freshdesk helps us stay ahead of the curve in terms of customer support technology.

Our organization decided to purchase Freshdesk as a way to modernize and streamline our customer support processes. We had a growing number of customer inquiries and needed a system that could handle a high volume of requests while providing a positive experience for both our agents and customers. After evaluating various options, Freshdesk stood out for its user-friendly interface, robust feature set, and high ratings from other users.

We have now been using Freshdesk for over 2 years and it has made a significant impact on our customer support operations. Our agents can now handle a greater number of inquiries in less time and our customers are more satisfied with the support they receive. We also appreciate the constant updates and new features that Freshdesk rolls out, which helps us stay ahead of the curve in terms of customer support technology.

• The load time for some pages can be slow, which can slow down our agents and reduce their efficiency.
• The mobile app could use some improvements, such as better ticket management and faster notifications.
• The integration with some third-party tools can be a bit tricky, causing some workflow disruptions.
• The pricing for some advanced features can be a bit high, making it difficult for smaller organizations to afford.
• The user interface could use some simplification to make it easier for new agents to learn and use.

Freshdesk stands out from its competitors by offering a comprehensive suite of customer support tools and features, including a ticketing system, knowledge base, and automation capabilities. Compared to similar tools, Freshdesk has a user-friendly interface and a wider range of integrations, which sets it apart.

I prefer Freshdesk over its competitors because of its robust feature set and customization options. Freshdesk also offers excellent reporting and analytics capabilities, which helps us track our performance and make informed decisions about our support operations.

Additionally, Freshdesk's constant updates and improvements, such as new features and improved user experience, show their commitment to helping customers succeed. This sets Freshdesk apart from competitors who may not be as focused on innovation and improvement.

Overall, Freshdesk's combination of features, performance, and commitment to customer success make it the clear choice for us over its competitors.

When buying a customer support tool like Freshdesk, there are several key criteria to consider:

• Features: Make sure the tool you choose offers the features you need to effectively manage customer inquiries, such as a ticketing system, knowledge base, and automation capabilities.
• User experience: Look for a tool with a user-friendly interface that will make it easy for your team to use and improve their efficiency.
• Integrations: Consider how the tool integrates with your existing tools and systems, and whether the integrations will meet your needs.
• Price: Determine your budget and look for a tool that offers value for the price, taking into account both the cost and the features included.
• Customer support: Look for a vendor that offers excellent customer support, as you will likely need assistance at some point during your use of the tool.

My advice would be to clearly define your needs and priorities, and then use these criteria to compare different tools and choose the one that best fits your requirements.

Freshdesk has evolved significantly over time to better meet the needs of its users. In the past, Freshdesk was primarily a ticketing system, but over the years they've added a wide range of features and integrations to become a comprehensive customer support platform.

Freshdesk has also made significant improvements to the user experience, with a focus on making the platform more intuitive and efficient for its users. They've also added new features such as a knowledge base, automation capabilities, and advanced analytics, making it easier for organizations to manage their customer support operations.

In addition, Freshdesk has also made efforts to improve the performance and stability of the platform, ensuring that it can handle the needs of even the busiest customer support teams.

Overall, Freshdesk has been consistently improving and evolving to meet the changing needs of its users, and this commitment to innovation and improvement is one of the reasons it has become a popular choice for organizations of all sizes.

Freshdesk is a versatile customer support platform that is well suited for a wide range of organizations, including small businesses, mid-sized companies, and large enterprises.

However, Freshdesk is especially well suited for organizations that have high volume customer support operations and need a comprehensive platform to manage customer inquiries effectively. Freshdesk's robust feature set, including a ticketing system, knowledge base, automation capabilities, and advanced analytics, make it ideal for organizations that require a comprehensive solution to manage their customer support operations.

Freshdesk's ease of use and customization options make it a good choice for organizations that need a flexible solution that can be tailored to their specific needs. It's is an excellent choice for organizations that need a comprehensive customer support platform that is both feature-rich and user-friendly.

I like the integration with the caller center, you can easily make calls and receive calls within the tool without multiple logins to different tools, and calls are secure and faster,

There is enough customer care who responds to all questions on time when you contact them. Lastly, the software can be integrated with Facebook and Twitter without any technical knowledge and at no extra cost.

We had used a lot of tools in the past and none was delivering services to our expectations. We needed software that had all communication channels and marketing features in one place and that is why we bought the freshservice. It is helping us reach back to our clients anytime from any channel they use to contact us. The tool is also helping us in marketing where we can reach to our clients through email campaigns and WhatsApp campaigns, I have used the solution for five years and seven months

It is hard to transfer a chat and a call to another operator or to another department which is challenging us more often because it always fails to get transferred. The mobile application does not sync with the web application and hence you end up losing the chat history you had with the clients from the web application when you decide to use the mobile application. They have very limited payment methods where you can use a prepaid card to make payments towards your subscription.

They have Whatsapp integration which comes with free 1000 messages/month whereas other competitors charge for this service independently

Good for support operators.

Requesting help on ServiceDesk Plus is time-efficient. It minimizes phone interaction, which could slow down productivity. Being able to track the workflow based on requests already submitted is helpful for follow-up. The search bar allows quick keyword searches, providing fast feedback for solutions.

Working as an operations manager required a lot of collaboration inside and outside the location. ServiceDesk Plus creates a line of communication on all sides. ServiceDesk Plus is key to communicating with IT and service professionals quickly. When a problem occurs, ServiceDesk Plus is available to notify the appropriate party to help solve the issue without slowing down production.

When reporting an issue, it can be hard to find help for your exact problem if you are unfamiliar with the system. Although it is convenient to submit tickets and report issues online, getting a response can sometimes take longer than expected. Requests can also be difficult to modify once they are sent.

ServiceDesk Plus offers more detailed assistance compared to other tools, which tend to be more vague.

Before buying this tool, a buyer should consider who will use it and their comfort level with technology. It's also important to evaluate the primary features the tool will be used for.

ServiceDesk Plus has helped operations managers find solutions or submit tickets with ease, allowing productivity to remain consistent.

ServiceDesk Plus is ideal for organizations that are operationally focused and for those with service professionals at different locations or using third-party servicing.

I enjoy using the AI feature. Zoho Desk is a great tracker for employee issues. The platform is web based and that makes it easy to access.

I purchased Zoho Desk to manage my remote team of consultants. I use the service to assign tasks, correlate calls and improve client satisfaction. Zoho Desk’s AI feature allows us to direct the customer experience more effectively . It helps my team avoid being overwhelmed. I have used Zoho Desk for 1 year.

It has a lot of features which can be overwhelming for a small team. Zoho Desk is not compatible with all platforms. It also might be more suited to IT focused organizations.

Zoho Desk is an affordable option for employers and consultants that need feedback on customer satisfaction and response time. It's a simple product with a lot of features, some of which I have not had a reason to use yet.

What is the size of your organization? Can you accomplish the goal of creating guides in a free platform like Google Docs? Do you want a program that is user friendly but occasionally has integration problems with other CRM platforms?

I have only used the platform for a year but have seen great response time for my inquiries. They consistently fix bugs quickly.

Zoho is good for small-medium sized organizations and an effective option for more IT focused teams.

I like the software integration, you can create a knowledge base more easily and you can also create chatbots to simplify and solve tickets faster. The user interface for tickets is clean enough to navigate and filter tickets like solved tickets, unsolved, open, and pending tickets, and integrates with the delight tool that helps us collect feedback from clients once the ticket is marked completed as this helps us to improve on customer service delivery depending on the feedback we receive from clients

I have used the solution for two years. Our organization decided to use Zendesk because it makes it easy to solve tickets through different channels like live chat, emails, chat widgets, and social media tools like WhatsApp, Twitter, Instagram, and Facebook Messenger. It has benefited me in the way that I can work remotely with the team to chat with clients either using the mobile application or the web-based application.

The software pricing is expensive and, setting up DKIM and SMTP for custom email to send support emails is hard and requires one to have technical skills because more often the tool fails to verify the records for the configuration to work well which you can easily overcome when you are using a Cloudflare and this in return results to an extra cost for the third party, the chatbot does not run on Whatsapp channel as it does on the live chat widget

Zendesk offers a lot of benefits compared to other tools. For example, you can have all social media platforms in one place and you can also use the Zendesk community to let users solve issues for other users without support team interaction. Having all social media tools in one place has helped us to solve tickets from different channels more easily and flexibly.

They should consider the technical skill of the team and the pricing of the software as the software requires one to have technical knowledge to set up every module like the email configurations, the live chat widgets, and the theme color which the support team does not provide more deep context about it,

They have introduced the AI and chatbot which you can plug and play and have tickets solved faster than before making it easy to develop structured good responses, they also introduced the mobile application which makes working on a smartphone easier with the tool.

support operator, software developer, and customer relationship manager

I like the user interface, which is smooth and easy for anyone to use. The tool also provides good notifications so you never miss client chats.

We bought the software to communicate with our website users and clients through live chat and support emails. We have used the solution for two years and it has helped us build strong customer relationships because of how fast we now respond to their questions and requests.

Pricing of the software does not favor smaller businesses.

They have more integrations like emails, social media, and knowledge base than other tools.

Consider the modules that come with the solution and whether they cover your needs or not.

They have developed more modules like Knowledgebase where the user can go and read more documentation which cuts down on the number of tickets clients open.

Support agents and sales teams

Monday is highly visual, which makes it easy to use. The dashboards are intuitive, which, again, shortens the time to ramp up and become productive. Monday is also incredibly flexible. I use it for talent acquisition and management, but it’s also very effective in sales development and project management.

As an HR Consultant, I’ve found Monday to be very helpful in addressing a variety of issues. For example, I’m able to collaborate with different teams on talent acquisition and talent management. Monday lends itself well to encouraging a collaborative work environment even for remote employees. By making it easy to collaborate, Monday helps to encourage employee engagement, which, in turn, strengthens corporate culture and improves retention. For these reasons, I encourage all my clients to use Monday.com.

I recommend Monday to my customers, and the complaint that they commonly have is that the pricing is confusing. Also, the trial day is only fourteen days when the industry standard is thirty - that alone turn some customers off. Finally, time tracking is only available on pro accounts.

Monday is very easy to use, and it’s easy to use effectively and quickly. In other words, onboarding and training are literally a breeze with Monday.

Monday is perfect for remote teams, especially those in different time zones. Because of the ability to track project progress, it’s a big help for remote management.

Monday has become very customizable and can meet a huge variety of business cases. As of now, there are over 200 templates for creating boards and building automations. It’s hard to imagine needing more than that.

Monday is a natural choice for medium-sized companies with remote teams, especially those who have teams overseas, or at least in different timezones.

• 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 that I can order and answer questions according to priority (instead of constant emails/calls).
• I like that I can see where I am with each item (to-do, in-progress, etc.).
• I like that I can give access to people outside my organization such as ICs, Freelancers, and Clients.

The company bought Jira for a software development team. Shortly after, other teams started using it as well. I have used it for 1 year for HR projects. It has provided me with ways to capture questions and requests from employees, contractors, and customers.

• It was created mostly for software development, so a lot of functionality is not useful for HR.
• It can be difficult to set up if you are not familiar with the tool.
• I like the "board" view in Jira Work Management or Trello (also owned by Atlassian) better.

It is very robust and has a lot of automation. It can be customized to do whatever you need as well. For my purposes, it works great, but so would Trello. I certainly like it better than some of its competitors.

What are you going to use if for? If you have no IT or development needs within your organization, you might try something simpler. Does it fit in your budget? They charge per user, so it can get pricey.

They have branched out to be useful to more than just IT over the years. I have only been using it for HR for one year, so there haven't been that many changes yet. I know that more power ups are created regularly. Those can be useful.

Software Development & Maintenance

• HappyFox is a comprehensive solution that enhances customer support processes for businesses.
• We efficiently manage and resolve client requests through HappyFox, benefiting from its excellent user interface and strong customer support during installation and troubleshooting.
• Key advantages of HappyFox include ease of use, solid integrations, and reliable support.

We decided to purchase HappyFox to improve our support capabilities and streamline operations. We have been using it for 1.5 years. HappyFox is a cloud-based help desk software that offers features like ticketing, asset management, task management, and knowledge management. Its automation capabilities, such as recurring tickets, have significantly improved response times. The setup was straightforward, and the intuitive interface makes it user-friendly for our team.

• It can be challenging to track which team member received what, and navigating the software can sometimes be confusing.
• We have experienced downtimes for maintenance that prevented us from performing essential work responsibilities.
• The inability to export full tickets, only the original first message, is frustrating and inconvenient.

HappyFox differs from its competitors by working effectively across all teams within an organization. Often, support platforms are not suitable for every team, but HappyFox works well in this regard.

Consider the level of support your organization needs and evaluate which integrations with HappyFox would benefit your primary work functions.

Over time, HappyFox's support team has improved the support they offer, allowing for a more comfortable and streamlined experience.

HappyFox works well for businesses of any size and any industry.

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.

I appreciate SolarWinds for its simplicity. I value the ability to monitor our network and quickly address any emerging or existing issues. I also like the customizable alerts, which make it easy to pinpoint potential problems.

Our team decided to invest in SolarWinds because we needed a reliable solution to improve data security. Many programs and clients require high levels of privacy when exchanging data, so we chose SolarWinds to strengthen our network security by identifying and monitoring potential threats. One of the key advantages of using SolarWinds is having a system that enables us to effectively monitor and track security threats. I've been using SolarWinds for about five years, and I'm very satisfied with the partnership and the growth we've achieved.

I dislike the pricing structure, as I believe long-term users should receive discounts or rewards. Sometimes, finding support can be challenging, and a simpler search process for troubleshooting information would help. Additionally, the initial setup can be time-consuming, which can disrupt the workday.

I appreciate SolarWinds’ flexibility and customization options, which make it easy to spot and understand issues as they arise. The tool offers a level of adaptability that stands out from other similar solutions.

It's essential to define the specific needs and intended uses for the tool, as this will impact both setup and training. The user-friendly interface is an advantage, as it simplifies onboarding and reduces the need for extensive training.

SolarWinds has adapted to meet market demands by improving the interface and enhancing cloud integration, which has become a significant feature.

SolarWinds is ideal for IT departments and organizations focused on network monitoring.