IT Ticketing Systems

IT Ticketing software allows your IT department to track and consolidate support requests from your team in one easy-to-manage location. This type of software is extremely common, and goes by many different names: incident management software, incident tracking software and trouble ticket software are just a few examples.

Competitive advantages of IT Ticketing Systems

Prioritizes requests to reduce ticket turnaround time.

Improves collaboration and communication across teams.

Generates reports to gauge areas of improvement for users.

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Showing 1 - 20 of 236 products
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Showing 1 - 20 of 236 products

Pivotal CRM

Pivotal CRM is a fully featured customer relationship management (CRM) platform suited to organizations of all sizes. Core modules include marketing automation, lead management, sales force automation, customer service and more....Read more

3.67 (6 reviews)

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NetSuite CRM

With a strong emphasis on sales and marketing automation, customer support and partner management, NetSuite CRM+ is a comprehensive, Web-based client relationship management system for small and midsize businesses. ...Read more

3.91 (186 reviews)

58 recommendations

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Tracker

Companies committed to providing top-notch customer service find PhaseWare Tracker invaluable for managing their support lifecycle. Intuitive customer support applications help you boost your client retention rates. ...Read more

4.42 (66 reviews)

1 recommendations

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SysAid

SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology-related issues. Key features include help desk automation,...Read more

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Volly

Specifically designed for the financial services industry, SoftVu’s marketing automation software is used by global brands including Capital One, Chase and Citizens Bank. ...Read more

0.00 (1 reviews)

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Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution....Read more

4.36 (2748 reviews)

8 recommendations

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SAP Customer Experience

Whether you’re a mid-market company looking for an on-demand CRM application or a large enterprise that needs a robust, end-to-end client management solution, SAP can meet the unique technology needs of your company. ...Read more

4.19 (206 reviews)

1 recommendations

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Maximizer CRM

Maximizer CRM is an integrated CRM solution that can be installed both on premise and in the cloud. It features sales management, marketing automation, customer service and support and business productivity tools....Read more

3.98 (302 reviews)

47 recommendations

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PlanPlus Online

Offering a complete online solution for business collaboration and customer relationship management, PlanPlus Online combines personal productivity with company productivity to increase communication and productivity....Read more

3.95 (85 reviews)

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ServiceWise

ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows...Read more

4.67 (3 reviews)

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Software pricing tips

Read our IT Ticketing Systems Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

Mothernode CRM

For any SMB looking to organize and streamline their sales process or for those facing enterprise sales management challenges, Mothernode CRM offers a cost-effective, powerful SaaS CRM and SFA solution....Read more

4.79 (55 reviews)

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Web+Center

Web+Center is an extremely affordable Help Desk solution that offers its customers an open database and source code architecture, leading to a highly configurable system that can be customized to each company's needs....Read more

0.00 (1 reviews)

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Freshdesk

Freshdesk simplifies customer support by centralizing all customer interactions into a single, affordable, Web-based solution. Phone calls, emails, Web chats and even social media outreach is fully supported in this solution....Read more

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LogicBox

Logicbox is cloud-based business management software that is suitable for small to midsize companies in a variety of industries. It offers a suite of business management modules and functions that can be configured to incorpo...Read more

4.50 (49 reviews)

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Help Scout

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers o...Read more

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Soffront CRM

Small to mid-sized businesses seeking a truly comprehensive Customer Relationship Management system should take a look at Soffront CRM. This web-based, user-friendly solution is easy to customize to your workflow....Read more

4.31 (24 reviews)

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Enghouse eKMS

Now part of Enghouse Interactive, SmartSupport Knowledge Management Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer...Read more

0.00 (12 reviews)

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ProBusinessTools

As the number one web-based service management solution on the market, ProBusinessTools is a complete service management solution. ProBusinessTools offers end-to-end functionality to manage scheduling, accounting and reporting....Read more

0.00 (12 reviews)

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InfoFlo

InfoFlo is an integrated CRM solution that can be accessed online or installed on-premise. The system provides contact management, computer telephony integration, marketing and sales automation, and customer support. Users also ha...Read more

4.47 (88 reviews)

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Commence

With more than 25 years in the industry, Commence CRM is a customizable and modular system to help small and midsized organizations convert leads into sales, with functions to nurture prospects throughout the sales cycle....Read more

4.85 (41 reviews)

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Popular IT Ticketing Systems Comparisons

Buyers Guide

Last Updated: March 11, 2022

 

As a business, you use a range of digital systems. To ensure the smooth functioning of these systems, you need a support team to resolve IT issues such as system bugs and software glitches.

You can help your support team be more effective at their job by investing in an IT ticketing system. IT ticketing software automatically assigns incoming IT requests to the right service desk agent, helping your support team tackle IT requests from employees as well as customers.

This guide will help you better understand the role of IT ticketing systems. It’ll explain how they fit into a general IT services management strategy, as well as what to consider when purchasing an IT help desk ticketing system.

Here’s what we’ll cover:

What is an IT ticketing system?
Common features of an IT ticketing system
What type of buyer are you?
Key considerations when purchasing an IT ticketing system

What is an IT ticketing system?

IT ticketing software allows your IT department to track and consolidate support requests from your team in one easy-to-manage location. This type of software is extremely common and goes by many different names. Incident management software, incident tracking software, trouble ticket software, IT helpdesk software, and helpdesk ticketing system are just a few examples.

Though there can be slight functional differences, all of these systems typically serve the following purposes:

  • Assign individual case numbers, or “tickets,” to each problem or issue reported by an end user.
  • Help process that ticket by assigning it to the support agent or department whose responsibility it is to address the particular problem it identifies.
  • Track the progress of the ticket as internal teams work toward a resolution.
  • Coordinate the work of different teams and the end user or customer, based on the ticket’s level of priority.
  • Provide a centralized, real-time view of the problems customers are having.
  • Offer insights into developing problems and help companies plan for future service needs.

TeamSupport Dashboard

Tracking the status of customer support tickets in TeamSupport (Source)

Common features of an IT ticketing system

While IT ticketing systems come in a variety of industry-specific platforms (more on those below), there’s a group of core features common to most. These include:

Ticket creation Allows tickets to be created by employees (or, occasionally, end users) to initiate a service request. Some platforms can automatically create tickets from emailed service requests.
Ticket ownership Maintains a record of each ticket’s ownership status, showing which agents have previously collaborated on it and which party is ultimately responsible for its resolution.
Automated handling Ticket ownership is updated and (re-)assigned automatically, based on a company’s specific workflow and predetermined conditions.
Policy enforcement Ticket policy enforcement helps make sure employees follow company policies and procedures. For example, it ensures they’ve completed all the necessary steps before opening, closing, or reassigning a ticket.
Knowledge base A knowledge base is a centralized repository of information that agents can refer to, learn from, and add to when handling tickets and collaborating with co-workers.
Reporting and analytics These tools measure the company’s ticket processing and provide insights into, for example, changes in ticket volume (which may suggest problems with a product) or the productivity of employees working on different types of tickets.
Custom fields The ability to add custom fields to IT tickets lets companies tailor and expand the system’s capabilities to their own specific needs, the needs of their industry, or the needs of customers.

What type of buyer are you?

To make the right software purchase decision, you need to understand which buyer group you belong to and the group’s key concerns. Most buyers belong to the following categories:

  • Small and midsize businesses (fewer than 1,000 employees): These buyers are usually looking for an affordable solution that serves as a ticket management system for resolving employee or customer queries regarding IT issues. A cloud-based IT ticketing system with a low monthly or annual subscription fee is an ideal option for these buyers.
  • Enterprise buyers (1,000+ employees): These buyers are usually looking for a full-suite helpdesk ticketing system that comes with advanced functionality, such as the ability to add custom fields to tickets. They also need a system that offers integration capabilities with tools such as human resources (HR) software for faster tracking and assigning of tickets.

Key considerations when purchasing an IT ticketing system

There are many different kinds of IT ticketing systems available on the market. To find the right one for your business, keep these considerations in mind:

  • Niche ticketing management needs: IT ticketing systems are often bundled with other software applications and suites. However, a niche ticketing system can be beneficial for certain business use cases. For instance, if you’re a software development company then a bug tracking solution, which offers ticketing functionality, can be your choice for servicing customer tickets.
  • Employee service vs. customer service: If you’re looking for a ticketing management system to manage service requests from only employees, then help desk software can be useful as it bundles an IT ticketing system. But if you want a ticket system to help your customer support team handle customer issues effectively, then using customer service software would be a better choice.
  • Total cost of software ownership: The cost of IT support ticket software can rise when you want more features, such as live chat and a self service portal, besides ticket management. There can also be additional costs for services such as priority customer support, training, and user onboarding. Clarify all such costs during vendor discussions, so there aren’t any last-minute surprises.

Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or a recommendation. It was obtained from sources believed to be reliable at the time of publication.