Best Ticketing Systems in 2021: Top IT Help Desk and Customer Service Desk Software

Top Ticketing Systems | Best IT Support Software - ScienceSoft

ScienceSoft has been helping organizations choose and implement optimal ticketing software for 12 years.

TICKETING SYSTEM: THE ESSENCE

A ticketing system enables the collection of your customers’ or employees’ service requests from various communication channels and automates a request resolution flow, including request assigning, prioritization, escalation, and tracking. The ticketing system is known as a customer service desk when it’s targeted at a company’s customers, or an IT help desk when it enables employee support.

TICKETING SYSTEM KEY FEATURES

Ticket management

  • Ticket creation from employees’ or customers’ requests submitted via email, web, phone, live chat, social media.
  • Ticket prioritization.
  • Ticket assignment to the right agents.
  • Ticket escalation.
  • Response templates (e.g., for the first response).

Knowledge management for support agents

  • Knowledge base for agents.
  • Knowledge articles designer to create and edit articles.
  • Contextual search of articles for agents.

Automation of the ticket resolution process

  • Automation rules for case prioritization, assignment, escalation.
  • Automated notifications about new support requests, escalated tickets, etc.
  • Suggestions of relevant content to help agents solve employees’ and customers’ issues faster.

Self-service portal for employees and customers

  • Communities and forums.
  • FAQ.
  • Virtual agent to answer employees’ and customers’ commonly asked question.
  • Service request submission.

Analytics and visualization

  • Customizable dashboards.
  • Surveys to get feedback from customers and employees for service optimization.
  • Incident root cause analysis.
  • Post-incident reviews.
  • CSAT reporting.
  • Support team performance analytics.

Service level management

  • Service Level Agreements (SLAs).
  • Entitlements (type and level of support).

TOP 6 SYSTEMS FOR TICKETING

Dynamics 365 Customer Service

Description

Leader in the 2020 Magic Quadrant for the CRM Customer Engagement Center.

  • Caters for a customer service desk and an IT help desk.
  • Highly customizable ticket management.
  • Multiple communication channels (phone, email, web, chats, social networks, SMS, IoT sensors).
  • AI-driven knowledge articles recommendations for agents.
  • Customizable templates for user surveys to get feedback on the support team work.

best for

Ticket management requiring multiple integrations with business application.

Pricing

  • Professional: $50 / user / month.
  • Enterprise: $95 / user / month.
  • Digital Messaging add-on: $75 / user / month.
  • Virtual Agent add-on: $1,100 / tenant / month.

Salesforce Service Cloud

Description

Leader in Gartner CRM Customer Engagement Center Magic Quadrant for 12 consecutive years.

  • An agent console with integrated telephony, digital channels, and a 360° customer view.
  • Trailhead (free online learning platform to increase agent productivity and grow skills).
  • AI-driven predictions, next step and knowledge article recommendations for agents.
  • Einstein chatbots.

BEST FOR

Ticket management requiring extensive AI capabilities.

Pricing

  • Essentials: $25 / user / month.
  • Professional: $75 / user / month.
  • Enterprise: $150 / user / month.
  • Unlimited: $300 / user / month.
  • Einstein AI & Analytics add-on: $50 / user / month*.

* Requires an annual contract.

ServiceNow ITSM

Description

A 7-time Leader in Gartner’s Magic Quadrant for ITSM Tools.

  • Incident management to track IT failures and restore services fast.
  • Employee service center as a single source of information and services. 
  • Virtual Agent ITSM for intelligent and personalized conversations with users to help resolve their issues.

More about ServiceNow ticketing.

BEST FOR

IT help desk for companies with 500+ employees.

Pricing

  • ITSM Standard: $15/user/month*.
  • $100/user/month**.
  • ITSM Professional: $20/user /month*.
  • $150/user/month**.
  • Virtual Agent ITSM: $2,083.30/month.

* Unrestricted Subscription Meter (any users with a username, password, and a status of “active”).

** Fulfiller Subscription Meter (users have full admin, developer, or usage rights).

ServiceNow CSM

Description

Leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center

  • Following customers’ products and services to detect and solve issues proactively.
  • CSM Virtual Agent for AI‑powered conversations to help customers resolve issues customers. When human help needed, the entire context is transferred to the right human agent.
  • Self-service portal for customers with a knowledge base suggesting relevant content based on products and services a customer uses.

BEST FOR

Proactive customer support.

Pricing

  • CSM Standard: $125/user /month.
  • CSM Professional: $175/user/month.
  • Virtual Agent CSM: $25 000/year.
  • 1,000 additional portal visits: $60/month.

SharePoint

Description

Gartner Peer Insights Customers’ Choice 2020 in Digital Experience Platforms.

Can serve as a ticketing system due to its customization- and integration-friendliness.

  • Creating, prioritizing, and organizing tickets into groups (e.g., new, important, etc.).
  • Color marking of top priority, requests, and statuses.
  • Automated generating of notifications (new tickets assigned, user replies, resolution due date, etc.).
  • Tools for building a knowledge base to address repetitive requests.

BEST FOR

Companies needing a cost-effective solution with basic ticketing capabilities.

Pricing

  • SharePoint Online Plan 1: $5.00 / user / month*.
  • SharePoint Online Plan 2: $10.00 / user / month*.
  • Office 365 E3: $20.00 / user / month*.

* Annual commitment.

Jira Service Management

Description

Strong performer in The Forrester Wave: Enterprise Service Management, Q4 2019.

  • Prioritizing, tracking, and assigning incoming requests from various sources (including Slack and Microsoft Teams).
  • Issue root cause analysis to optimize resolution guidance.
  • Knowledge base for employees’ self-service.

BEST FOR

Collaboration-focused IT help desk.

Pricing

  • Free (for up to 3 agents).
  • Standard: $20 / agent / month.
  • Premium: $40 / agent / month.

CUSTOM TICKETING SYSTEM

The development of the custom ticketing system may be the most feasible option when:

  • The required system is too complex or too simple in relation to the functionality offered by vendors. In this case, customization may be more labor-intensive and, thus, more expensive than from-scratch development.
  • Integrations with custom applications based on legacy technologies are required.
  • Your ticketing system needs to have branded UI.

IMPLEMENTATION OF A TICKETING SYSTEM

Ticketing consulting

  • Analyzing employee or customer support needs.
  • Defining an optimal feature set for a ticketing system.
  • Choosing between platform-based or custom ticketing software development.
  • Recommending the most suitable ticketing platform, in case of platform-based implementation.
  • Deciding on a technology stack for a custom ticketing system.
  • Suggesting necessary customizations and integrations.
  • Drawing up the implementation plan.
  • Estimating implementation costs and time.

Ticketing system implementation

  • Analysis of employee or customer support needs.
  • Selecting a fitting platform for a ticketing system, OR
  • From-scratch development of a custom ticketing solution.
  • Ticketing platform configuration and customization (in case of platform-based implementation).
  • Integration with enterprise systems (e.g., ERP, CRM, HRM, IT asset management tool, business intelligence, etc.).
  • User training and after-launch support.

About ScienceSoft

ScienceSoft is a global IT consulting and IT service company with 31-year history and the team of 700 IT professionals on board. We advise our customers on the platform-based and custom ticketing software implementation and offer a full cycle of relevant services, from consulting to post-launch support.