Complete guide to customer service ticketing systems

When customers begin to doubt the integrity of your customer support processes, that lack of confidence can bleed over into other areas of your operations as well. When customer service efforts are unresponsive, unreliable, or both, consumers may consequently become unsure of an organization’s capacity to provide them with quality products or services in general.

To ensure that user issues are always adequately addressed, customer service ticketing systems can be employed to organize support requests, prioritize them, and even help take proactive measures to prevent potential problems before they occur. A business operating without a ticketing system is akin to a town functioning without a post office; without processes in place to gather, organize, and deliver the mail, placing an envelope in the mailbox doesn’t do much good. 

Today, we’ll examine what customer service ticketing systems are, what they offer modern businesses, and how to choose the right software for your unique needs.

What is a customer service ticketing system?

A customer service ticketing system is a centralized platform used to manage consumer inquiries, complaints, and requests. It serves as a structured communication channel between customers and support agents, ensuring that each issue is addressed efficiently and effectively. When a customer submits a query through channels such as email, phone, or online forms, a ticket is generated within the system. This ticket contains essential information like contact details, issue description, and priority level.

Once a ticket is created, it’s assigned to a specific support representative who’s responsible for handling similar types of issues. The ticketing system organizes these requests based on priority levels, enabling support agents to prioritize urgent matters and allocate resources accordingly.

5 Best customer service ticketing software in 2024

1. Freshdesk

Freshdesk is an AI-powered help desk software from Freshworks designed for ticketing, ease of use, and rapid resolution of customer complaints. With seamless ticketing experiences and self-service options across various channels, it improves customer support operations. Freshdesk's AI-driven automation routes tickets intelligently, ensuring smooth collaboration among team members for swift and precise resolutions. With Freshworks' built-in AI engine, Freddy AI, Freshdesk enables agents to deliver outstanding service consistently, delighting customers every time.

Key features:

• Self-service: Launch self-service options and help customers find answers on their own.

• Workflow automations: Automate routine, time-consuming tasks to improve team efficiency.

• SLA management: Ensure customers get responses and resolutions on time by setting up SLA reminders and escalations.

• Agent productivity features: Enable agents to perform at their level best with canned responses, custom ticket views, scenario automations, and in-app notifications.

• CSAT: Track and manage customer satisfaction with feedback forms.

• Collaboration: Enable your team to collaborate with each other and resolve customer issues faster.

• Reporting: Get insights on customer service performance and KPIs with reports and live dashboards.

• Marketplace: A diverse range of applications (WFM, field service, telephony, chatbots, etc.) accessible in one unified platform. 

• Mobile app: Support on the go with the Freshdesk mobile app available on Android and Apple

Advantages:

Reduced Ticket Volume: Empower customers with a self-service knowledge base, deflecting repetitive complaints and freeing agents for complex issues.

Improved Agent Productivity: Automated workflows, collaboration tools, and AI-powered assistance empower agents to resolve issues faster and focus on delivering exceptional service.

Enhanced Customer Satisfaction: Offer a convenient and consistent customer experience across all channels, leading to happier and more loyal customers.

Why do customers rave about Freshdesk?

Freshdesk offers a modern and intuitive user-friendly interface that makes it easier for agents to navigate and manage tickets.

“The product maintains a record of customer interactions so you can respond efficiently to new requests and manage the resolution of issues. It allows you to effectively track a large number of customer interactions and easily manage them. We manage about 49 interactions per week, and this product makes it easy to keep track of all these conversations.” — Verified user review, Trust Radius

2. Zendesk

Zendesk is an AI-powered support platform offering a straightforward interface that’s easy to scale up as a business grows. It leverages extensive automation features for service teams to enhance and expedite operations.

Key features

• Skills-based routing ensures that all interactions are assigned to the most appropriate personnel

• Customizable triggers verify that actions are automated on tickets based on predetermined criteria

• Conditional ticket fields control the appearance and behavior of fields within ticket forms

Pros

• Extremely customizable dashboards that can be tailored to provide insights into the most relevant KPIs

• Capable AI chatbots enhance self-service options and improve response times

• Robust help center allows customers to resolve issues autonomously

Cons

• Starter plan pricing may be prohibitive for startups and small businesses

• Overabundance of features and stodgy interface results in a poor UX

• Lack of integration may present challenges, particularly for ecommerce businesses

3. Hiver

Hiver is a collaboration platform that assists organizations in engaging with customers, employees, and vendors. It provides multi-channel communication options, self-service features, and robust automation capacity to confirm that all issues are taken care of quickly and accurately.

Key features

• Shared inbox turns emails into actionable tasks and gives them designated owners to deliver faster resolutions

• Track all email threads easily using unique Conversation IDs mapped to each email conversation

• Conversation followers allows supervisors to follow email threads to stay updated on progress with customer queries

Pros

• Enhance collaboration among teams with notes and @mentions to ensure timely and accurate responses

• AI assistance can help generate outgoing emails and summarize incoming messages to reduce manual effort

• Rule-based, round robin, or body-search automation allows organizations to distribute workload among employees however they see fit

Cons

• No option to create new tickets unless it’s attached to an email

• Lack of distinction between messages presents difficulties in referencing past interactions

• Based inside of Gmail, so you’ll need a Gmail account to leverage Hiver

4. Zoho Desk

Zoho Desk aims to help companies manage customer communication via phone, email, live chat, SMS text, social media, and more. It provides an abundance of features to help assign interactions to agents based on their department or familiarity with a repeat user.

Key features

• Auto-tagging tool utilizes AI-based Zia to identify the key aspects of a ticket, adding them as tags

• Guided conversations offer a low-code platform to build self-service experiences for customers and support teams

• Notification rules automatically inform customers and agents about progress made on their tickets

Pros

• Knowledge base, community, and embeddable self-service empower users to resolve issues autonomously

• Vast array of productivity tools like work modes and teams can improve operational efficiency

• Extensive integration capabilities promote customization and scalability as business needs evolve

Cons

• Some of the most useful automation features are only available with most expensive plan

• Complex interface may prove challenging to navigate for some users

• No desktop app, limiting teams to browser-based access only

5. Intercom

Intercom is a complete customer service solution, focused on providing a seamless customer experience (CX) through both automation and human support. The platform is built on a single AI system with three major components designed to enhance support operations for all users.

Key features

• Side conversations can be used to start an interaction with external partners from within the context of the customer conversation

• Lite seats enable back-office teams access Intercom as a collaborator and help resolve tickets faster

• Tracker tickets can manage all conversations related to a widespread issue with just one ticket, creating a single source-of-truth

Pros

• Automated notifications provide customers with real-time ticket updates through email or chat

• Extensive workflow customization can automate actions like assigning ticket types through a visual, no-code builder

• SLA management features assist in more effectively tracking your team’s response and resolution times

Cons

• Weak search functionality can make referencing past tickets a frustrating process

• Abundance and disorganization of features creates a difficult-to-navigate interface

• Plans are a bit pricey, particularly at the high end

Why is using a ticketing system important for customer service?

Firstly, ticketing systems unify all customer inquiries, ensuring that no communication falls through the cracks. By consolidating all complaints and inquiries into a single platform, businesses can maintain a structured approach to addressing each issue promptly and thoroughly.

Moreover, these platforms can facilitate collaboration and knowledge sharing among support staff. They allow agents to easily access information regarding ongoing and past tickets, helping them better understand the context of each customer's interaction. Ticketing systems also often include features for internal communication, such as shared notes and discussion threads, enabling agents to seek advice or escalate issues to more experienced colleagues when needed.

Benefits of customer service ticketing systems

Customer service ticketing systems can provide a plethora of benefits for companies, though the exact advantages to be gained will depend on how you plan to employ it. In general, they assist in optimizing internal processes by streamlining workflows and scaling to evolving needs, ultimately resulting in an improved experience for end-users as well.

Customer query management

Many ticketing systems offer automated routing features that assign incoming queries to the most pertinent support agent based on predefined criteria such as keywords, customer segments, or issue types. This ensures that queries are directed to the most qualified personnel who possess the necessary expertise to address them effectively. 

Ticketing systems can automate escalation processes as well, ensuring that unresolved queries are automatically escalated to higher-tier support agents if certain conditions are met, ensuring timely intervention for more complex issues.

Better organization

Customer service ticketing systems facilitate efficient categorization and prioritization of tickets. With features like automated routing and ticket tagging, queries can be quickly assigned to the appropriate support representative or team. This automation streamlines the process of triaging tickets, ensuring that high-priority issues are addressed promptly while preventing lower-priority tickets from being overlooked.

Additionally, support teams can set service-level agreements (SLAs) within the ticketing system to establish response and resolution targets for different types of queries, further enhancing organization and accountability.

Better customer satisfaction/loyalty

Transparency and accountability throughout the support process is vital. With ticketing systems, customers can track the status of their queries in real-time, receive automated notifications about updates, and provide feedback on their service experience. 

Furthermore, businesses can leverage ticketing systems to measure key performance metrics such as response times, resolution rates, and customer satisfaction scores. By identifying areas for improvement, organizations can continuously refine their support strategies and ensure that they’re continually meeting (or exceeding) customer expectations. 

Knowledge base creation

To help populate your knowledge base, customer service ticketing systems can capture valuable insights and resolutions from support interactions. 

When agents resolve customer queries, they often document the steps taken and solutions provided within the ticketing system. By aggregating this information, companies can identify recurring patterns and common issues, which serve as ideal candidates for inclusion in the knowledge base. This knowledge-harvesting process ensures that the base always remains up-to-date, reflecting the latest best practices and solutions.

Scalable to business needs

Most ticketing systems offer customizable configurations that can be tailored to align with specific business requirements. From ticket categorization and routing rules to workflow automation and reporting, organizations have the flexibility to configure the ticketing system according to their unique workflows.

Moreover, these platforms typically offer integrations with a wide range of third-party applications and tools. Whether it's integrating with customer relationship management (CRM) systems for data synchronization, incorporating live chat or social media channels for omnichannel support, or connecting with analytics tools for more in-depth insights, these integrations can enhance the versatility of a ticketing system.

Analysis/reporting

Predictive analytics and forecasting capabilities can also be utilized through ticketing systems, enabling businesses to anticipate future support demands and allocate resources accordingly. By analyzing historical ticket data and trends, companies can forecast peak periods of activity, predict staffing requirements, and optimize resource allocation to ensure that they can meet customer needs efficiently. 

Additionally, ticketing systems can generate predictive insights into customer satisfaction and churn risk, allowing organizations to take proactive measures to retain valuable customers.

Key features in customer service ticketing software

Features offered by customer service ticketing software will vary from provider to provider, making it imperative to identify your organizational pain points and select a system with the tools to properly address them. Some of the most common attributes across vendors include omni-channel messaging, multilingual support, and analytics dashboards.

Aligns with business needs and goals

First, it's essential to clearly define your business objectives and identify how a potential ticketing system contributes to achieving them. 

Whether your goals focus on increasing customer satisfaction, improving operational efficiency, or driving revenue growth, your ticketing system should be configured to align with these objectives. For example, if your goal is to enhance customer satisfaction, you may prioritize features such as automated routing, faster response times, and personalized support within the ticketing system.

Easy-to-use interface

A user-friendly interface reduces the learning curve for support agents, enabling them to quickly familiarize themselves with the system and perform their tasks more efficiently. 

Agents can easily navigate through the interface, access relevant information, and execute actions such as creating, updating, and resolving tickets with minimal effort. This streamlined user experience (UX) not only increases agent productivity, but also reduces the likelihood of errors and improves overall service quality.

Multi-channel support

The unified platform provided by customer service ticketing systems allows companies to consolidate all support requests into a single location, regardless of the channel through which they’re received. This cohesiveness ensures that support agents possess a comprehensive view of each user's support history, enabling them to provide personalized and contextually relevant assistance.

Omni-channel messaging can also further enhance personalization efforts and categorization processes by automating prioritization across all channels. For example, incoming requests from high-priority channels or VIP users can be automatically flagged for expedited handling, ensuring that critical issues are addressed promptly. 

Bilingual support

Offering support in multiple languages acknowledges the linguistic diversity of your customer base. By providing multilingual support, businesses demonstrate their commitment to inclusivity and accessibility, ensuring that all customers can engage with the support team effectively. 

Multilingual support also expands the reach of your customer service efforts, allowing businesses to tap into new markets. In today’s globalized economy, providing support in multiple languages empowers organizations to connect with international customers and overcome language barriers, facilitating cross-border transactions and expansion opportunities. 

Ticket routing features

Customer service ticketing systems offer dynamic routing capabilities that enable tickets to be routed based on real-time data and conditions. 

For example, some systems use machine learning algorithms to analyze historical ticket data, agent performance metrics, and customer behavior patterns to adjust routing rules and assign tickets in real-time. This adaptive routing approach ensures that tickets are routed to the most suitable agents based on the current context and workload

How to choose the right customer service ticketing system and help desk software for your business

First and foremost, businesses should assess the scalability of potential ticketing systems. Companies often grow over time, necessitating software that can accommodate increasing ticket volumes without compromising efficiency. Seek a solution that offers customizable workflows and automation capabilities to streamline processes as your organization evolves.

Next, consider the integration capabilities offered by providers. Ticketing software should seamlessly integrate with your current IT infrastructure, including communication channels, CRM systems, and other essential tools. Sound connection to existing software facilitates a unified approach to customer support, allowing representatives to access relevant information and provide timely assistance.

Lastly, you’ll require extensive reporting capabilities within your ticketing system as well. Effective monitoring of pertinent KPIs is vital for identifying trends, measuring performance, and making data-driven decisions. Common analytics and reporting features include customizable dashboards, real-time insights, and historical data analysis.

Bring your customer service to the next level with Freshdesk!

Freshdesk serves as a full-feature, user-friendly customer support solution that provides organizations with everything they require to resolve consumer issues efficiently and accurately.

Wide-ranging ticket management tools such as dispatch, intelligent assignment, and triggered automations ensure that each request is routed to the most appropriate representative, while no ticket is overlooked. Even more, our always-improving chatbot software, powered by Freddy AI, is available 24/7 with natural language and intent detection capabilities that aim to “delight, not just deflect.”

But don’t just take it from us – Maschendra Y. on G2 succinctly sums up Freshdesk wide-ranging, yet easy-to-use, attributes, saying, “It's a treasure trove of functionalities without the overwhelming complexity. I found myself effortlessly managing tickets, organizing customer interactions, and collaborating with my team in real-time—all thanks to the beautifully designed dashboard and crystal-clear workflows.”