The 15 best tools and ticketing systems for HELP Desk of 2023 (2023)

Overview of the 15 best ticketing systems

  1. Zendesk
  2. Zhoho dk
  3. Freshdesk
  4. HappyFox
  5. WordPress Advanced Ticket System
  6. Help Scout
  7. LiveAgent
  8. KB Support
  1. Vision Helpdesk
  2. HubSpot
  3. Front
  4. AzureDesk
  5. SupportBee
  6. Awesome Support
  7. TeamSupport


ZenDesk is designed to easily connect the assistance team with customers on all channels, including emails, messaging, social, voice, bot andforum della communityZendesk's ticketing software improves customer satisfaction and is the ideal choice for assistance agents, which obtain a complete view of the entire customer's path;In this way, agents can stop looking for information and start serving customers.

In addition, the centralized hub allows managers and administrators to easily obtain visibility on the team's performance thanks to Dashboard and predefined customer reports.By effectively using the information contained in dashboard and reports, managers can improve efficiency through resources planning, the assignment of priorities to customer requests, the optimization of the ticket workflows and so on.

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Never miss a request with Zendesk's ticketing system

The context is essential for Zendesk's ticketing system

Zendesk's ticketing software provides your team everything he needs to offer customers a truly personalized service.Thanks to a support system for omnicanal tickets, the agents have all the details available, including the chronology of orders, the state of loyalty and the web activity, on each customer with whom they interact through an organized workflow.In this way, customer assistance agents can quickly solve the individual requests for assistance and provide a quality customer experience to all customers.

Solve problems at the speed of light

In addition to having a centralized hub that guarantees a workflow without interruptions, the Zendesk software allows your team to easily identify problems as soon as they present themselves.

Each ticket is assigned a number of reference and a unique state to help teams to manage and assign priorities to the workflow.To ensure greater control, teams can set Zendesk notices for tickets to which agents have not responded in a timely manner.

With theproblems monitoring systemIntegrated in Zendesk, the assistance team can easily identify problems when they are reported by customers.Agents can use the information thus obtained to notify the bugs to the software development team or to create new self-service resources for customers.

By promptly identifying the problems, the team can act quickly to keep customer satisfaction unchanged.

ZenDesk offers a simple ticketing IT solution

Zendesk's ticketing IT solution includes a series of features that significantly simplify the resolution of IT problems.Here are some examples.

  • Additions:You already have your favorite apps for a series of activities.Zendesk includes default additions for beyond1.300 app, including IT resource management services, to keep your ideal workflows active.
  • Collaboration on tickets:Sometimes assistance tickets require teamwork.Zendesk simplifies the collaboration of teams on tickets, on a public or private level, without confusing customers.
  • ENTRY SCIPATION SCORE:With a sufficient amount of data, our Ticketing system for Help Desk is able to predict customer satisfaction within each ticket.This allows agents to better understand what works or not.It can also help you save tickets at risk before it's too late.
  • Knowledge base:andportale self-serviceIt helps users to act independently.By exploiting the knowledge of the IT assistance staff, you can reduce the input service tickets and better manage requests for assistance.
  • Chat:Zendesk offers assistance everywhere, to allow you to always be reachable by customers.The conversation continues without interruption, whether you start on WhatsApp, Facebook Messenger, Twitter, Chat or email.
  • Chatbot:The functionality of Zendesk's bots allow companies to get the most out of the solution chosen for the ticketing system.
  • Macro:Macro allow you to fill in predetermined answers to common requests and problems.For example, HELP DESK IT can create a default response for password problems.
  • Compliance with standards and safety:Zendesk offers several user authentication options, including single-corporate sign-ons and through social media.The text masking features allow to easily guarantee the confidentiality of passwords and sensitive information.Zendesk Enterprise Support also offers optional Hipaa compliance.

Ticketing system for mobile devices

The quality of customer assistance must be bound to customer needs, not to a computer, the latest generation headphones or even a particular day or problem.Native apps for mobile devices from Zendesk's ticketing system have been created for Team Leader, agents, IT Department and all those who assist customers regardless of where they are.Agents can keep up with the new tickets, clean up the tail and free the workflow (and the mind).

Zendesk offers assistance through iPhone and Android:
  • Notifications warn updates on the assigned tickets
  • Create new tickets on the fly and update them quickly with macro
  • Access immediately to the right ticket through research and direct connection from the email
  • Filter the tail with views and scroll to easily go to the next ticket

Tariff plans:

  • Suite Team: 49 dollars per user/month
  • Growth Suite: 79 dollars per user/month
  • Professional Suite: 99 dollars per user/month
  • Suite Enterprise: $ 150 per user/month

Free trial: 14 days

2.Zhoho dk

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Zoho Desk is an excellent choice for smaller customer support teams who need a platform to grow with.However, Zoho's CRM is suitable for companies of all sizes and all sectors.Many Zoho users find Zoho Desk particularly useful because it is easily integrated with other Zoho products.If you already use Zoho products, the implementation and use of Zoho Desk will be familiar.

Also, if you use Zoho CRM, you can easily synchronize the database with Zoho Desk.And remember: Zoho continually adds new features, such as the integration of social media and data analysis, therefore it is advisable to keep an eye on the evolution of the product.Although quite simple, Zoho Desk offers a free plan that includes an email -based ticketing IT ticketing system, private knowledge management and multilingual assistance.

Tariff plans:

  • Standard: 20 dollars per user/month
  • Professional: $ 35 per user/month
  • Enterprise: 50 dollars per user/month

Free trial: 15 days

Functionality of the Zoho Desk Piano Standard

  • Limited automations
  • Zoho CRM
  • Knowledge base
  • Ticket management system
  • Inbox of conversations
  • Branding customization
  • Standard and pre -filled reports
  • Multichannel assistance

More information on the ZenDesk app for Zoho


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Freshdesk is another option aimed at small businesses, with an affordable price and an intuitive interface.Freshdesk is available in five editions: a free plan called Sprout and four paid editions called Blossom, Garden, Summer and Forest.By purchasing the most expensive plan you can access key functionality such as team dashboard, social signals and chatbots.

Freshdesk also offers Freshworks Academy, which you can use to partially alleviate the administrative burden of the training of agents on the new system.However, by choosing one of the cheapest plans you may find the features offered a little lacking.In addition, to get an idea of the software you can try Freshdesk's free plan, which includes ticketing tools via email, analysis, default responses, automation and management of the Knowledge Base.

Tariff plans:

  • Growth: $ 15 per user/month
  • PRO: 49 dollars per user/month
  • Elite: 79 dollars per user/month

Free trial: 21 days

Feeskdesk Growth Plan functionality

  • Automation
  • Personalized ticket views
  • Personalized email server
  • Time monitoring
  • App del Marketplace
  • Tick -based ticketing on email
  • Knowledge base
  • Help Desk and Report on Ticket trends


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Happyfox is a cloud -based CRM that provides ticketing solutions to companies of all sizes in many different sectors.Happyfox includes among its customers a wide range of companies, from small to large businesses.Its ticketing software offers a series of effective and easy to use features.

It excels in terms of functionality, but not in terms of price and additions.Unlike options such as Zendesk, Freshdesk and Zoho Desk, Happyfox does not integrate with many other tools and systems.

It offers neither a free plan nor a free software test.To try Happyfox it is therefore necessary to pay and the price varies from 39 to 99 dollars per user per month.However, if it points to the best ticketing tools in the category, Happyfox deserves the right consideration.

Tariff plans:

  • Mighty: 39 dollars per user/month
  • Fantastic: 59 dollars per user/month
  • Enterprise: 79 dollars per user/month
  • Enterprise Plus: 99 dollars per user/month

Free trial: 15 days

Functionality of the Mighty Plan

  • Smart automation
  • Knowledge base
  • Mapping of personalized email domains
  • Basic report

More information about ZenDesk for Happyfox

5.WordPress Advanced Ticket System

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If your organization uses WordPress and offers simple customer service with no more than two channels, you can consider the WordPress Advanced Ticket System plug-in.Since this Ticketing software for Help Desk Open Source is based directly on WordPress, it is very easy to integrate.In addition, the system uses the predefined single post model of the site to view tickets, so as not to slow down the site.

Of course, extreme simplicity has its disadvantages.The system does not support direct ticketing from social media, chat or blog comments.Therefore, for organizations that offer a wider and more complex service, this ticketing system could be too simple.

In any case, you can try Wats with the free plan, which includes ticketing from web to email.The Premium plan provides for an annual fee of 50 euros which, at the time of drafting this article, is equal to 55.35 US dollars.

Tariff plans:

  • WATS Free
  • WHATS Premium: 50 euro l'anno

Free trial: not available

Functionality of the Wats Free Plan

  • Attached files
  • Unrealized statistics
  • Tick -based ticketing on email

Further information on the ZenDesk app for WordPress

6.Help Scout

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The Ticketing system for Help Scout Help Desk is as complete as Happyfox's and, like the latter, Help Scout is able to support large teams with over 500 users.Among customers, a variety of modern companies in the technologies and recruiting sectors includes, but Help Scout can prove to be an excellent solution also for small teams that need powerful and flexible tools for the management of tickets.

In addition to the ticketing system, Help Scout offers a solid recipient reporting and integrated basic base.In addition, the excellent API and the wide choice of additions allow you to use the system without problems with the existing customers' channels and databases.If you want to try Help Scout before purchasing, you can take advantage of a 15 -day free trial period in which assistance agents have access to the suite complete with Help Scout features.

Tariff plans:

  • Standard: 20 dollars per user/month
  • Plus: 35 dollars per user/month
  • Company: 60 dollars per user/month

Free trial: 15 days

Standard Helpcout functionality

  • Automation based on rules
  • Extensions and additions
  • Chat on the website
  • Personalized reports
  • Management of the contents of the Knowledge Base
  • Multichannel communications


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Liveagent focuses a lot on the chat service with features such as displaying real -time typing, website monitoring for involvement via chat and proactive invitations to chat based on the availability of active agent.The software also offers a universal inbox that collects and consolidates tickets from different channels.

Liveagent is particularly suitable for small assistance teams that use WordPress.It is also equipped with different native additions for the most popular apps among the assistance teams.The various Liveagent plans include a free version and paid versions ranging from 15 to 39 dollars per agent per month.The free version includes a ticketing tool, a customer portal and a forum.However, it offers only basic reporting features, a 7 -day ticket chronology, a chat button, a telephone number and an email address.

Tariff plans:

  • Ticket: $ 15 for agent/month
  • Ticket+chat: $ 29 for agent/month
  • All-Inclusive: 49 dollars for agent/month

Free trial: 14 days

Functionality of the Liveagent Ticket plan

  • Unlimited ticket chronology
  • Bees and additions
  • Portal and guide forum
  • Advanced report generation
  • Unlimited email addresses
  • Customer care

8.KB Support

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Another light-compatible HELP DESK ticketing system for WordPress is the KB Support plug-in.Similarly to the plugin Waps, KB Support is designed for micro-imprese of any sector who have a relatively small service activity.However, thanks to the wide range of possible additions, KB Support can also be used by growing companies, especially if they use Woocommerce and/or WordPress.

The plug-in includes support for ticketing from web and email modules, agent authorizations, the state of personalized tickets, preset responses and integration with Woocommerce.In addition, it is possible to integrate KB support with other applications in a fairly simple way through Zapier.

In addition to the ticketing functions, KB Support also offers an integrated know-how used to provide self-service options to users.You can also limit the availability of certain items only to users who have performed access.KB Support is available for free as a WordPress plug-in, but does not include additions with the Knowledge Base, predefined responses, personalized ticket status and many other key features.

Tariff plans:

  • Starter: 74 dollars a year
  • Professional: 102 dollars
  • Enterprise: $ 150

Free trial: not available

Starter plan functionality

  • Native automations
  • Email ticketing
  • Integration with WooCommerce
  • Monitoring and measurement
  • Ticket addressing
  • Personalized ticket status status
  • Frequently asked questions support
  • Customer feedback

9.Vision Helpdesk

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Vision Helpdesk is a ticketing system for HELP DESK based on the cloud, designed for teams of all sizes and all sectors.However, it is mainly aimed at financial institutions and large public bodies.Team can automate the management of tickets with rules -based criteria and record conversations that take place via social media, email, chat, web portals and calls.

To support the productivity of the agents, Vision Helpdesk also offers Gamification features that companies can configure to reward the results of the agents.An app for mobile devices is available on Android, iOS and Windows devices, but many users report that the app should be improved.If you want to try Vision Helpdesk, you have a free trial period for 30 days, without credit card.

Tariff plans:

  • Starter Help Desk: 12 dollars per user/month
  • Pro Help Desk: 20 dollars per user/month
  • Sellite Help Desk: 24 dollars per user/month
  • Pro Service Desk: 32 dollars per user/month
  • Enterprise Service Desk: 48 dollars per user/month

Free trial: 30 days

Functionality of the Starter Help Desk plan

  • Workflow
  • Ticket creation by email
  • Generation of reports and analysis
  • Ticketing
  • Shared inbox
  • Content of the Optimized Knowledge Base
  • Multichannel assistance

10.HubSpot Service Hub

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Hubspot offers a fairly robust ticketing system through its service service HUB.In addition to providing large features of Help Desk, Service Hub helps the assistance agents to establish the priority of tickets, to automate workflows and to offer personalized experiences on numerous assistance channels.Since Hubspot offers a wide variety of custom -made packages, companies of all sizes in almost all sectors can find a package suitable for their needs.

For those who already use other Hubspot products such as Hubspot CRM, integration with these tools is very simple.Even if you are not a Hubspot user, the wide range of additions makes the implementation of this ticketing system in the existing workflow rather simple.Hubspot offers a limited free plan with a assistance ticketing system, personalized fields, shared inbox, reporting, fragments of default code and other CRM features.Alternatively, you can try service for free service hub professional or enterprise for fourteen days.

Tariff plans:

  • Service Hub Starter: $ 45 a month for $ 2, $ 23 a month for each additional user
  • Service Hub Professional: 360 dollars a month for 5 users, $ 72 per month for additional users
  • Service Hub Enterprise: $ 1,200 per month for $ 10, $ 120 per month for additional users

Free trial: 14 days

Functionality of the service plan service hub starter

  • API, SDK and native additions
  • Fragments of shared default code
  • Chat on the website in real time
  • Advanced report generation
  • Ticket, categorization and assignment of tags
  • Inbox of conversations

More information on the ZenDesk app for Hubspot


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Front connects the entire customer service team through a shared inbox email.Innovative companies, including startup incubators, e-commerce companies and other Saas companies, use fronts to manage their customers' experiences.Beyond this basic functionality, Front is truly oriented to promote a team work culture in the service team.

For example, after an agent has selected a case, the other agents can continue to monitor the progress of the ticket and this contributes to improving transparency and collaboration.Through the shared draft tool, Front allows agents to collaborate on tickets before responding to customers.In addition, Front supports ticketing by email and messages from all channels, including emails, chats, social media and sms.

Front does not include a free plan or a free trial.

Tariff plans

  • Starter: 19 dollars per user/month (minimum 2 users)
  • First: 49 dollars per user/month (minimum 5 users)
  • Enterprise: price not available

Free trial: not available

Starter plan functionality

  • Ticketing via email, chat, SMS e social media
  • Collaboration tools on tickets
  • Limited additions
  • Ticketing rules models
  • Up to 10 users


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The main features of Azuredesk include the creation of reports, ticket management, the management of the Knowledge Base and the conversion from email to ticket.In short, it is a light system with sufficient functionality to support large customer support departments.At the same time, Azuredesk ticketing features can also meet the needs of small and medium -sized enterprises.

The Azuredesk ticketing system allows you to use an unlimited number of email addresses, thus facilitating the conversion to email assistance ticket sent to any address.

Azuredesk is also a very flexible software, with an API capable of supporting numerous additions to customer service and predefined with other widespread assistance applications, such as Slack.

You can evaluate everything that the Azuredesk software has to offer by starting a free 14 -day trial period.

Tariff plans

  • Azuredesk Plus: 33 dollars per user/month

Free trial: 14 days

Functionality of the Azuredesk Plus plan

  • Smart automation
  • Tag for tickets assignment
  • Note private
  • API and Apps of App
  • Widget chat
  • Signatures of agents
  • Advanced report generation
  • Ticket management
  • Shared email box
  • Customization of the brand
  • Management of the content of the Knowledge
  • Omnichannel assistance


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Supportbee is designed as a simple and intuitive ticketing system for small teams that need to quickly reach full operation.Supportbee offers a solid set of basic features including a centralized inbox and customer assessments.In addition, its plans include an unlimited number of tickets and inbox to facilitate scalability if necessary.

However, in the face of a remarkable simplicity, Supportbee loses in personalization capacity.So if you are looking for a solution that provides a custom service and extendable tools, Supportbee may not be the most suitable choice.If you can't decide, you can try a startup plan or enterprise for free for fourteen days.

Tariff plans:

  • Startup: $ 13 per user/month
  • Enterprise: 17 dollars per user/month

Free trial: 14 days

Functionality of the Supportbee Startup plan

  • Shared inbox
  • Fragments of default code
  • Basic additions
  • Knowledge base
  • Evaluation of customer satisfaction
  • A single team
  • Authentication to 2 factors

Tariff plans:

Startup: $ 13 per user/month
Enterprise: 17 dollars per user/month

14.Awesome Support

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Awesome Support is one of the most popular ticketing ticketing systems for WordPress.The free version allows an unlimited number of tickets, agents, users, products and departments.It is a good starting point for a simple customer service, but you can also move on to a version with more advanced features.The most complete plan supports agreements on the service level (SLA), more in -depth reports and automation.

Despite the extreme ease of configuration, Awesome Support is not powerful enough to meet the needs of most assistance teams.Unless the assistance team is composed of a single person who uses the website as the only channel, Awesome Support can therefore be insufficient.For large service activities, however, the paid plans of Awesome Support offer all the features that are expected from a complete ticketing system.

Tariff plans:

  • Standard: $ 149 a year
  • PRO: 229 dollars a year
  • Enterprise: $ 289 a year
  • Agency: 409 dollars a year

Free trial: not available

Functionality of the Awesome Support Standard plan

  • Default responses
  • Unlimited ticket chronology
  • Unlimited agents and tickets
  • Assistance via email
  • Frequent questions
  • Integration with Mailchimp


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Teamsupport is a ticketing software solution for customer support designed to meet the needs of companies that serve B2B technological companies.In addition to acting as a ticketing management software, Teamsupport reporting features focus on the analysis of the main causes to minimize the volume of tickets.Teamsupport also offers external and internal Knowledge Base features and a forum for customers.

The tool is sufficiently customizable.For example, you can create a basic ticket management page with fields of your choice.Aims to improve the service provided by agents through functionality such as recommended solutions, which automatically recalls articles relevant for the customer's problem.Teamsupport does not include a free plan or a free trial.

Tariff plans:

  • Essential: 49 dollars per user/month
  • Next: 59 dollars per user/month
  • Professional: 79 dollars per user/month
  • Enterprise: 99 dollars per user/month
  • CS Platform team: $ 149 per user/month

Free trial: not available

Functionality of the Essential Teamsupport plan

  • Ticket automation and workflow
  • API and third party additions
  • Chat in real time
  • Report generation
  • Management of customizable tickets
  • Personalized branding
  • Shared inbox
  • Client database
  • Management of the Knowledge Base
  • Omnichannel service


The 15 best tools and ticketing systems for HELP Desk of 2023? ›

An IT ticketing system is a tool used to track IT service requests, events, incidents, and alerts that might require additional action from IT. Ticketing software allows organizations to resolve their internal IT issues by streamlining the resolution process.

What are ticketing tools in service desk? ›

An IT ticketing system is a tool used to track IT service requests, events, incidents, and alerts that might require additional action from IT. Ticketing software allows organizations to resolve their internal IT issues by streamlining the resolution process.

What is a good help desk ticket? ›

Be Clear and Concise: When creating support tickets, provide a clear and concise description of the issue or request. Be sure to include details such as error messages, screenshots, steps taken towards resolving the issue, etc., for the assigned technician to identify and fix the problem quickly.

What is the difference between CRM and ticketing tool? ›

CRM focuses on gathering and handling customer data efficiently for easy decision-making. On the other hand, a ticketing system focuses customer problems to build a public business image.

What is CRM ticketing system? ›

A CRM ticketing system is a help desk ticketing tool with a builtin CRM integration that brings more context to customer support. It works by establishing two-way sync between a CRM and a help desk. A CRM-based help desk system brings customer context into support tickets and adds ticket information into leads in CRM.

Is Jira a ticketing tool? ›

Jira's ticketing system is one of its most popular features, allowing teams to create and track issues or tickets throughout a project's lifecycle. Each ticket includes detailed information about the issue at hand, including priority level, status, and other relevant details.

Which software is used to track help desk tickets? ›

Comparison chart of the top help desk ticketing tools
Ticketing softwareStarting priceFree trial
Zendesk$55 per agent/month14 days
Zoho Desk$20 per agent/month15 days
Freshdesk$0 (up to 10 agents)21 days
HappyFox$39 per agent/month14 days
13 more rows

How do I create a ticketing system in Excel? ›

Locate the tabs at the top of your Excel dashboard. Find the Data tab, then scroll to the right and click on the Data Validation icon. A page will pop up with a drop-down list. Click on the drop-down, select List, and input all the statuses of the ticket (i.e., open, closed, ongoing, and resolved).

What are the best helpdesk skills? ›

Essential skills for help desk technicians
  • Strong understanding of operating systems, software, and devices.
  • Problem-solving skills.
  • Analytical skills.
  • Customer service experience.
  • Patience.
  • Verbal and written communication skills.
Jun 16, 2023

Do you need a+ for help desk? ›

If you want a job in tech support, such as help desk, an IT support certification will get you there. CompTIA A+ is considered to be one of the best IT support certifications.

Does Microsoft make a ticketing system? ›

Flexibility in Ticketing System

Microsoft Dynamics 365 is a ticketing system that allows you to organize your tickets based on priority, category, time, & status.

Can I use Jira as CRM? ›

The tool can be successfully used in managing project of different purpose. One of examples of unusual (at first glance) use of Jira environment is Customer Relationship Management.

What is Microsoft ticketing system called? ›

Microsoft Dynamics 365 as a Ticketing System to Automate Help Desk.

What is ticket management tools? ›

Ticket management software can help optimize support services by automating the handling of tickets through their lifecycles. Ticketing management software is built to use the communications you receive from emails and other channels to automatically generate tickets based on the included information.

What is ticket and ticketing tool? ›

A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also known as cases or issues, need to be properly stored alongside relevant user information. The ticketing system should be user-friendly for customer service representatives, managers, and administrators.

Is ServiceNow just a ticketing tool? ›

ServiceNow is a cloud-based platform that provides IT service management (ITSM), IT operations management (ITOM), and IT business management (ITBM) solutions. It offers a wide range of capabilities that go beyond just managing help desk tickets.

How do I create a ticket in service desk? ›

On the Service Desk tab, click the File menu and select the ticket type that you want to create. For example, to create a request from scratch, click File, New Request. To create a request from a template, Click File, New Request from Template. Fill in the fields as appropriate for the ticket.


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