So, you’re thinking about getting a ticketing system for your company. You’ve done your analysis, but you still have questions. Does your company need one – and, if so, why? Which is the best ticketing system out there in the market? We’re here to help you get answers to those questions in this blog.
When companies start out, they often rely on email for providing customer support. But as organizations grow and expand, going beyond email as the primary support channel becomes absolutely necessary. The support system needs to scale linearly with your business expansion. If your agents are unable to keep up with demands and mailboxes are stacked with unanswered emails – it’s definitely time for a modern ticketing system to replace your old school email-based tracking.
5 reasons why your company needs a ticketing system
1. Mailboxes are an inconsistent tracking system
If all of your incoming queries come in as a string of emails, your support team may struggle to track and respond to each request. Most ticketing systems have ticket queues, which help you organize your teams’ workload effectively.
2. Prioritize important tickets
No more to-do reminders, sticky notes, and email folders. Ticketing systems lets you define not only ticket status, but also priority levels and due date requirements.
3. Automate repetitive tasks
Most ticketing systems incorporate powerful automation features to help reduce mundane repetitive processes that would otherwise eat up a lot of agent’s time. You can design a ranking system to a workflow where certain problems fall into certain priority categories.
4. Monitor the performance of your support agents
Ticketing systems can track performance metrics like ticket volume, resolution time, customer satisfaction, and even individual agent performance. These metrics would help you make data-driven decisions that would improve the overall performance of your help desk.
5. Improve efficiency and reduce context switching
Ticketing software helps agents work more efficiently because they aren’t going back and forth between inboxes and trying to decide what to do next. This means agents will work at full capacity, meaning that more queries get resolved in a shorter amount of time.
5 Essential Features you should look out for in a Ticketing System
1. Omnichannel Capabilities
It is no secret that we live in an interconnected world. By opening up multiple channels for your customers to raise queries, you allow users to pick whatever channels they are comfortable with. Today, there is no dearth of customer support channels. The popular ones include email, live chat, voice, and social media. Choosing a ticketing system that merges queries from the different channels into one single system with a clean interface will have a huge impact on delivering stellar customer support.
2. Ticket Categorization
Without proper categorization of tickets, your support efforts can go haywire. Categories segment your support tickets into different buckets each of which will have the relevant teams working on them. Advanced features like merging, moving tickets across categories, and cloning are crucial in a support ecosystem.
3. Workflow Automation
Automating routine tasks will greatly reduce the time required to help your end-users. At the same time, it will reduce the number of potential mistakes that might creep up due to human errors. For example, you can configure an automation rule to escalate high priority, overdue tickets to your manager. Regardless of the industry, you’re in, a powerful business rule engine would definitely help in delivering better customer experience.
4. Reporting Tools
Insights from reports and dashboards in a ticketing system can help identify those areas in your support system that require improvement. Be it CSAT reporting, ticket inflow reporting, or SLA metrics, having a robust reporting tool will help you retrospect the performance of your help desk.
5. Knowledge Base
Having a thorough and comprehensive knowledge base is a crucial component of effective customer service. External knowledge bases help customers self-serve themselves and would aid in deflecting tickets. Solutions for common issues can be quickly converted into articles to prevent them from being ending up as support tickets. Internal knowledge bases, on the other hand, help train your support agents on your support best practices and other essential information.
|Best Ticketing Sytems for your Customer Support Teams|
6. Solarwinds Service Desk
HappyFox help desk has all the necessary ingredients for effortless ticket management. It is a powerful omnichannel ticketing system, so you can collect and manage tickets irrespective of their origin. Useful features like Auto-assignments, Service Level Agreements (SLAs), Canned Responses, business rules, and work-schedules help in providing best-in-class customer service to your customers. Tickets can be uniquely represented in three unique views – card, compact, and kanban. The kanban view enables support managers to have an eye on the current ticket workload on agents. HappyFox also offers a powerful Knowledge base / Support Center solution that is easily customizable with a no-code builder.
HappyFox integrates with over 50 popular SaaS applications over a wide variety of industries ranging from CRM to project management. HappyFox also integrates closely with its sister products – HappyFox Chat, HappyFox Workflows, and HappyFox BI for added value.
HappyFox offers two different sets of pricing plans. There are agent-based pricing plans which start at $29 per month per agent and there are unlimited agents pricing plans where you’re billed based upon the volume of tickets coming in your ticketing system. The Unlimited Agents plan is best suited if you want to onboard your entire team into your ticketing system at a fraction of the cost. HappyFox offers a free trial on all of its pricing tiers.
Kayako is a help desk ticketing system that is available as on-premise and cloud variants. It offers essential customer support features like ticketing, live chat, and self-service. Kayako also specializes in social customer service, where requests from social media are elegantly transformed into actionable tickets. A single view of all the conversations and all your customer’s information means you can deliver personalized customer service with Kayako.
Kayako has native integrations with Salesforce and social media channels like Facebook and Twitter. Kayako recommends using Zapier to integrate it with hundreds of popular SaaS applications. Webhooks and API support are also available for advanced users.
Kayako pricing starts at $15 per agent per month. There is no free version, but a free trial is available at every pricing tier.
Zendesk Support is a well-known and widely used ticketing system that aggregates tickets from multiple support channels. Zendesk provides advanced reporting capabilities that will help you make informed decisions about how to tackle support bottlenecks that impact service operations. Zendesk also has a powerful automation suite with time-based and condition-based triggers. Zendesk does have a Knowledge base offering called “Zendesk Guide”, but it has its own set of pricing and required to be purchased separately for use.
Zendesk has hundreds of pre-built integrations with popular SaaS tools ranging from CRMs to E-commerce providers. To perform advanced automation with Zendesk support, Zendesk integrates seamlessly with Workflow Automation, Live Chat, and Chatbot tools like HappyFox Workflows, HappyFox Chat, and HappyFox Chatbot. Zendesk also has a range of native apps that are aimed at improving productivity while providing customer support.
Zendesk pricing starts at $5.00 per month, per agent. There is no free version. Zendesk offers a free trial to try out their tool. The entry-level Zendesk pricing plan is best suited for early-stage startups as only limited functionality is available. Essentials like CSAT surveys, dashboards and reporting, multi-lingual content are only available from their Professional plan, which starts at $49 per month, per agent.
osTicket is an open-source support ticket system. With oSTicket, you can aggregate customer support requests created via email, web-forms, and voice calls into a simple, multi-agent, web-based customer support platform. Some of the popular features include custom fields, custom columns and queues, ticket filters, agent collision detection, task management, and help topics.
oSTicket provides you access to APIs to let you build your own custom integrations. There are no native integrations with other popular tools like CRM software.
oSTicket pricing starts at $9.00 per month, per agent. There is a free version. The free version is not cloud-hosted and has to be downloaded and hosted separately. The paid versions are cloud-hosted
Spiceworks is a free tIcketing system for IT teams. Spiceworks help desk software offers ticketing via email, through the self-service portal, or in the agent user interface. Advanced features in Spiceworks Help Desk include ticket collaboration, ticket auto-assignment, and the ability to add custom fields on tickets. Spiceworks offers an editable customer portal where customers can submit tickets, track their progress, and view help articles.
Spiceworks provides you access to APIs to let you build your own custom integrations. They also have a suite of apps that will help you improve productivity while using Spiceworks. There is limited to no native integrations with other popular SaaS tools.
Free. There are no agent limits, and no charges for hosting, storage, support, or for adding multiple locations. It is available as both cloud-based and on-premises variants.
Solarwinds service desk, previously known as Samanage, is an ITSM (IT Service Management) service desk that allows customer support teams to eliminate barriers for better employee service. Employees can quickly submit requests and track them through a service portal. Fully integrated IT asset management solution compiles hardware, software, POs, and more. Robust Service Catalog standardizes service request and fulfillment processes.
Solarwinds service desk also has a comprehensive knowledge base solution. Agents can take help of the solution articles to help resolve issues faster.
Solarwinds integrates seamlessly with popular SSO providers, Project Management tools, Remote support software, and help desks like Zendesk, Okta, Jira, and LogMeIn.
Solarwinds Service Desk pricing starts at $19 per agent per month. The lowest plan gives you access to basic features like Knowledgebase, Service Portal, and Incident Management. Advanced features like Custom Fields, Automation, Real-time Reports, and API access are available on their professional plan ($49 per agent per month) and above.
HubSpot’s Service Hub is a ticketing system that aims at improving overall productivity in support processes. With Service Hub, you can automate your customer service processes with intelligent ticket routing, escalation, and task creation. You can also create team-specific email aliases that automatically turn incoming emails into tickets. To get a pulse on customer satisfaction, you can deploy surveys to gather feedback.
HubSpot Service hub integrates closely with other HubSpot offerings, especially HubSpot CRM. If you’re already a part of HubSpot CRM, it is a no brainer to choose their Service Hub offering to manage your tickets, because of the close-knit integration between CRM and ticketing system.
HubSpot Service Hub pricing starts at $25 per month, per agent. There is a free version. HubSpot Service Hub offers a free trial to try out their product.
HappyFox is an omnichannel ticketing system, with powerful reporting and self-service capabilities. Want to know more? Then Schedule a demo with us to see things in action!