The role of your support team is not to just solve problems and answer questions, but to do this quickly and accurately. However, as the volume of customer inquiries increases and support tickets start to flood in, manual resolution of tickets can fall short, leading to longer response times. As a result, you face a lower resolution rate and frustrated customers, which increases churn and impacts your bottom line negatively.
The good news is, you can turn this situation around by automating your support ticket resolution using support ticket software. These tools help you prioritize, assign, and escalate tickets efficiently, streamlining your customer support team’s workflow and improving response times.
In this article, we’ll look at the top 10 customer support ticketing software solutions to transform how your support team operates and increase customer satisfaction.
Key Pointers
- A support ticket system is a tool that helps businesses organize their support tickets and manage customer inquiries by automating customer service tasks.
- Support ticket systems enable quicker responses, better communication, smooth escalation of issues and more nuanced analytics than manual ticket resolution…
- Some of the leading support ticket systems are: DevRev, Zoho Desk, Groove, Spiceworks, HubSpot Help Desk, Zendesk, HappyFox, Jira Service Management, Hesk and Freshdesk.
What is a support ticket system?
A support ticket system is a software solution that helps you address customers’ questions and issues by creating support tickets, organizing, prioritizing and tracking them. A support ticket is a document that records all the interactions between a customer and your organization regarding a specific issue.
A support ticket system can help you in many ways such as:
1. Better customer communication:
Centralizes all your communications in one place to easy track and follow up on customer inquiries.
2. Quicker responses:
Automatically prioritizes your support tickets and organizes them to ensure your customer’s get help when they need it without delays.
3. Smooth escalation:
Streamlines the process of passing complex issues to the right team members for better resolutions.
4. More insights:
Analyzes your support tickets and uses built-in reporting tools to help you understand recurring issues and work on proactive solutions.
Top 10 support ticket software
1. DevRev
DevRev is an AI-native software solution with a dedicated Support app that features an advanced support ticket system to improve every aspect of your customer service interactions. The Support App from DevRev prioritizes user experience for your customers while optimizing workflows for your team. DevRev Support offers a scalable and cost-effective solution for organizations of all sizes and supports all channels for customer support interactions.
Key features:
- Easy integrations with snap-ins: DevRev makes use of snap-ins which are essentially collections of objects that increase the functionality of the DevRev platform without changing its core structure. These objects can be integrated through APIs through the snap-in platform and include automation, custom types, event sources, vistas and more.
- AI-forward tool: DevRev uses generative AI and an intent-aware chatbot powered by Turing AI to answer questions accurately without human interference. It processes natural language to understand intent and uses retrieval-augmented generation(RAG) to browse external sources to provide customers with information. This way, you can meet all service level agreements (SLAs) with effortless ticket management.
- AgentOS: As an AI-native tool DevRev’s AgentOS makes use of AI agents to automate responses. These AI agents draw from a large pool of data including the knowledge graphs you create. DevRev’s LLMs can buddy with your knowledge graph to provide accurate responses based on the customer-product-people specifics of your organization.
- Unified ticket inbox: It makes it easier to categorize and monitor ticket stages and ongoing conversations from one platform and ensures no customer query is unnoticed.
- Comprehensive analytics dashboard: The fully customizable Support 360 dashboard allows you to filter, visualize, and drill into support metrics to reveal key trends. This level of insight enables you to make data-driven decisions to improve your product and support services.
- Session recordings: You can gain a full picture and context of customer queries with session recordings. This feature helps you perform root cause analysis (RCA) and troubleshoot more efficiently.
Pricing: The Starter Plan for DevRev is priced at $19.99 per user/month. You also get a free 45 day trial of the Pro Plan. DevRev’s flexible pricing allows you to scale up or down as needed.
G2 rating: 4.5 out of 5 stars
2. Zoho Desk
Zoho Desk is a support ticket system in-built in the Zoho Ecosystem. It allows you to manage customer interactions across multiple channels and helps to organize and manage support requests. Zoho’s Zia AI automates repetitive tasks, handles customer interactions, manages data and offers intelligent alerts. While Zoho Desk is feature-rich and integrates well within the Zoho suite, the learning curve can be steep and integration with other applications is challenging.
Key features:
- Omnichannel support: Manage queries from multiple channels in one place and ensure no questions and issues are missed.
- AI assistant: Zoho’s Zia AI helps you automate responses and suggests ticket assignments.
- Customize workflows: Tailor support workflows to fit your organization’s processes and define routine and escalation paths.
Pricing: Zoho Desk’s standard plan with basic features is priced at $15.5/month. For advanced functionalities you can purchase a professional or enterprise plan at $25/month and $39/month.
G2 rating: 4.4 out of 5 stars
3. Groove
Groove is an easy-to-use support ticket system ideal for small businesses. It provides you with all the essential tools to manage customer support queries without the complexity of larger systems. The platform is intuitive, which means your team can adapt to it quickly. However, Groove lacks some of the advanced functionalities that other systems have and may not be as scalable when your business grows.
Key Features:
- Simple ticket management: Easily create, categorize, and prioritize tickets with an intuitive interface.
- Knowledge base Integration: You can use it to build a comprehensive knowledge base that allows customers to find answers independently.
- Customizable branding: Allows you to personalize the support portal to match your brand for a better customer experience.
Pricing: Groove’s Standard plan starts at $20/month and the Plus plan is priced at $45/month.
G2 rating: 4.6 out of 5 stars
4. Spiceworks
Spiceworks is a support ticket system designed specifically for IT teams and managed service providers. It combines ticket management with network monitoring and IT asset management. With Spiceworks, the user interface may feel less-intuitive compared to other systems and banner ads in the software can be distracting.
Key Features:
- Ticket management: Create, manage, organize and track tickets all in one place and combine this with IT asset management.
- Custom dashboards: Offers features to help you create custom dashboards for your IT metrics and support needs.
Pricing: Spiceworks is free to use and works for basic customer support needs.
G2 rating: 4.3 out of 5 stars
5. HubSpot Help Desk
HubSpot Help Desk is part of the HubSpot CRM platform and integrates customer relations and support ticketing. It’s designed to help businesses provide personalized and efficient customer service while maintaining a clear view of customer interactions. HubSpot Help Desk offers many advanced features. However, you need higher-tier plans to use them.
Key Features:
- CRM integration: Fully integrates with HubSpot’s CRM to help you track customer interactions and history for more personalized support.
- Automated ticket routing: You can create workflows to automatically assign tickets based on predefined criteria.
- Live Chat: Use AI chatbots to interact with customers in real-time and handle common queries.
Pricing: HubSpot’s Professional plan is priced at $90/month/seat.
G2 rating: 4.4 out of 5 stars
6. Zendesk
Zendesk is a highly scalable and customizable support ticket software solution. It features AI agents to resolve customer support requests and offers intelligent workflow tools to help improve administration efforts. The wide range of features from Zendesk may present a complex learning curve for new users.
Key Features:
- Security and privacy: Offers powerful security features and complies with privacy regulations to protect customer data.
- Real-time reporting: Track support performance and efficiency in real-time with analytics and reports.
- Unified workspace: Offers a single, centralized workspace for your support agents to manage customer interactions
Pricing: Zendesk’s basic Support Team plan is priced at $19/month. For advanced features, you can purchase the higher-tiered plans starting at $55/month.
G2 rating: 4.3 out of 5 stars
7. HappyFox
HappyFox is a versatile support ticket system designed to enhance customer service efficiency and satisfaction. It caters to various business sizes and offers a user-friendly interface with automation and customization tools.
Key Features:
- Omnichannel ticketing: Handle queries from multiple channels within one platform and ensure your interactions are never disrupted.
- Self-service portal: Provide customers with a self-service portal and knowledge base to find answers independently provide customers with a self-service portal and knowledge base to find answers independently
Pricing: The Basic plan is priced at $9/agent/month and the Team plan with more features is priced at $39/agent/month.
G2 rating: 4.5 out of 5 stars
8. Jira Service Management
Jira Service Management is part of the Atlassian suite and offers a support ticket system best suited for IT and software development teams. It integrates well with all Atlassian tools and offers many customization options. However, Jira is highly technical and needs extended setup time, which can be challenging for non-IT teams to adopt.
Key Features:
- Multi-lingual support: Supports multiple languages, which enables global teams to provide localized support
- Incident management: Manage and track incidents with real-time alerts, root cause analysis, and post-incident reviews.
- Organized customer interactions: Offers a clear and organized system for managing customer interactions.
Pricing: Jira’s Standard plan starts at $17.65/agent/month and the Premium plan is priced at $44.27/agent/month.
G2 rating: 4.2 out of 5 stars
9. Hesk
Hesk is a help desk ticketing system that is minimal yet effective. It helps you manage tickets on its intuitive interface and offers status information in real-time. While the platform is easy to use and offers essential functionalities, it may not offer in-depth insights or analytics capabilities.
Key Features:
- Easy Setup: Installing the Hesk software is simple. The user-friendly interface ensures that small teams with limited resources can adapt without any training.
- Knowledge Base: This helps you create a self-service knowledge base that allows customers to find answers to common questions.
Pricing: You can use Hesk for free and get a license for $49 for email support services and to remove Hesk credit links from your help desk page.
G2 rating: 4.7 out of 5 stars
10. Freshdesk by Freshworks
Freshdesk is a user-friendly and scalable support ticket system with comprehensive features. It can be used by organizations of all sizes to improve response timing and gain detailed analytics. The platform offers automation and multichannel support. Freshdesk is highly configurable. However, these customizations often require time and expertise to set up.
Key Features:
- SLA management: Ensures that your support team meets service-level agreements by prioritizing tickets based on urgency and type.
- Scenario automation: Uses automation rules and AI to handle ticket management based on predefined scenarios. It also handles queries with canned and saved responses.
- Routing: Intelligently routes and escalates queries to respective teams based on custom workflows.
Pricing: Freshdesk’s Growth plan is priced at $15/month and the Pro plan is priced at $49/month.
G2 rating: 4.4 out of 5 stars
The bottom line
A McKinsey case study explores how increasing customer satisfaction ratings helped an organization cut its churn ratings down by almost 75%. This could be your story too if you select the right support ticket software solution to increase customer satisfaction.
Ideally, your support ticket software should be scalable, adaptable and customizable. As customer expectations change with more customers wanting quicker and more personalized service, your best bet to adapt to these changes is using solutions with advanced automation and analytics capabilities to improve customer experience.
AI-native software solutions offer just this and more. As opposed to legacy softwares embedded with artificial intelligence, AI-native softwares and built from ground up with AI-capabilities and they give you unlimited possibilities for adapting to changing requirements, finding innovative solutions and future-proofing your organization by breaking data silos and improving collaboration.
DevRev is a unique AI-native solution that features a unified platform with AI-powered analytics, convenient integrations to connect and import data from multiple sources, and an easy-to-use interface. DevRev’s AgentOS platform helps you automate your communications, analytics and more with AI agents that can interact with your organization’s knowledge graphs to create highly-specific and accurate responses. DevRev helps you support customers in every way while proactively improving support systems, products and processes to minimize future issues.
Learn more about DevRev and how our innovative solutions can create memorable customer experiences. Try DevRev today!
