With customer demands constantly shifting, investing in a ticketing system that can cope with the pace is a must-have. But how do you choose the right software when the market offers countless options?
Don’t worry! We’ve gathered a list of 25+ best ticketing system software and compared their features and prices to help you find the perfect one.
What is ticketing system software?
Ticketing system software is a tool that helps businesses manage customer support requests, track issues, and streamline communication. Popular solutions include Fluent Support, Zendesk, Freshdesk, Zoho Desk, Jira, etc.
25+ best ticketing system software in 2025
Today, we’ve curated a list of 26 ticketing system software options for both business and IT industries.
Each tool comes with its own pros and cons based on industry-specific needs. So, which ticketing system will perform best for you might depend on your needs!
However, you can compare them using the list of features, availability, and authentic user reviews from trusted sources like Capterra and the WordPress Plugin repository below.
Fluent Support
Best for WordPress + WooCommerce support.
Ticketing System
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Pricing and Free Trial
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Free version available
Single site license, $11/month, billed annually for unlimited agent
Agency license, $21/month, billed anually for unlimited agent
50 Sites license, $33/month, billed anually for unlimited agent
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“It works very well!! Fast and clean interface, with workflows to assign tickets to agents. After having tried several support plugins, this one is the best without a doubt. Thank you!!” –hwuser
“Love the plugin. Have been using online systems for years paying annual fees. I like having a self hosted solution that I can tweak and add code to make it work even better for our org. Thanks Fluent and Wpmanage.” –jazzedge
“Great product and great support from the team, way better than other SaaS products in the market. deep integration with WooCommerce and other WP functions that are helpful for agents and keeps the workflow efficient.” –ahmedzeidan
“Really loving Fluent Support. It works great and is a very low priced option to provide quality support to your customers. I really love how we can read/answer support tickets directly in Slack, too.” –jasondion
Fluent Support is a self-hosted ticketing system built for WordPress. It streamlines your ticket management by offering automated workflows, real-time integrations, AI-powered responses, insightful reporting, and many other features.
Suite Professional, $115/agent/month, billed annually
Suite Enterprise, customize solution option with individual discussion
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“Zendeks helps you organize your ticketing system and is one of the best in the industry. I highly recommend about the ease of use.“ –Daniel L
“Not often but some users would get confused and totally miss updates or questions sent back to us from the IT team and therefore we lost time.” –Jared F
“For ease of use, I think it tops the chart and is more user friendly than its competitors like the SalesForce comprehensive cloud setup.“ –Brittany L
“Overall, I really love to use Zendesk. This is a very useful tool for doing analysis on our live channels and as I mentioned, reports has a great function when it comes to filtering.” –Jr L
Zendesk is a leading support suite known for its modern and AI-powered support experience. With advanced ticketing, AI-powered chatbots, and self-service options, Zendesk helps businesses scale their support while maintaining efficiency.
AI-powered automation
Omnichannel support
Extensive integrations with third-party apps and CRMs
Higher pricing for advanced features
Complex customization options
Freshdesk
Best for small businesses needing affordability.
Ticketing System
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Pricing and Free Trial
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Free, $0, up to 2 agents
Growth, $15/agent/month, billed annually
Pro, $49/agent/month, billed annually
Pro + AI Copilot, $78/agent/month, billed annually
Enterprise, $79/agent/month, billed annually
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“Freshdesk is one of my favorite help desk tools because it is intuitive and simple to master, even for complete newcomers. Finding comparable tickets is as simple as conducting a Google search, and there are numerous filtering options to select from.“ –Kelly B.
“Better than average. It checks all the boxes with various levels for companies to determine what is liked.” –Samuel S.
“We’ve been using Freshdesk for 7+ years. We had explored other ticketing platforms but landed on Freshdesk for a balance of cost + features.” –Chris O.
“We used it for several years before eventually moving on, but to be honest, the Helpdesk side of things was very wasy to use.” –Frank O.
Freshdesk is a cloud-based helpdesk system that offers powerful customer service solutions. With Freshdesk, you can also automate workflows, offer convenient self-service options, manage SLAs, and generate reports.
Easy to manage and use
Interface resize for screen sharing
HTML email and omnichannel support
Complex system tracking metrics
GUI isn’t fully seamless
Mobile UI can feel clunky
Help Scout
Best for human-centric customer communication.
Ticketing System
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Pricing and Free Trial
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Free trial available
Free, $0 for 50 contacts/month
Standard, $50 for 100 contacts/month, billed annually
Plus, $75 for 100 contacts/month, billed annually
Pro, starts with 1000 contacts, talk to sales
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“Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.“ –Anonymous
“It was good, although we decided pretty quickly to move to Intercom.” –Anonymous
“This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout.” –Marco C.
“The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution.” –John D.
Help Scout provides a simple, email-based support system with collaboration tools and an intuitive UI, making it perfect for startups and small businesses that need a lightweight but efficient helpdesk.
Automates the entire customer relations process
Efficient collaboration between teams and administrators
Extensive analytics and reporting features
Difficult to set up and configure
Complexities with mobile app
Doesn’t have an internal SLA feature
Zoho Desk
Best for teams using Zoho’s ecosystem.
Ticketing System
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Pricing and Free Trial
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Free, $0 up to 3 users
Express, $7/user/month, billed annually
Standard, $14/user/month, billed annually
Professional, $23/user/month, billed annually
Enterprise, $40/user/month, billed annually
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“Experience an automated support, self-service management and professional customization.“ –Lisa M.
“Provides web-based customer support, reducing workloads and leaving our customers happy and confident in the support we provide them.” –Peter J.
“Overall Zoho Desk has been extremely helpful, though I wish the settings were more adjustable and allowed more changes to specific profiles.” –Taylor K.
“Using Zoho Desk has been a largely positive experience. Using Zoho Desk has been a largely positive experience.” –Scott B.
Zoho Desk is Zoho’s web-based ticketing system designed to streamline support while eliminating repetitive tasks. It enables seamless omnichannel support, boosts agent productivity, and offers deep customization.
Simplicity, intuitiveness, and extensive personalization
Multiple communication channels
Easy to manage high-ticket requests
Log in process isn’t intuitive
No alerts on agent-to-agent ticket passing
Couldn’t sort tickets by account
HappyFox
Best for marketing automation workflows.
Ticketing System
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Pricing and Free Trial
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Free trial available
Basic, $24/agent/month, billed annually
Team, $49/agent/month, billed annually
Pro, $99/agent/month, billed annually
Enterprise PRO, talk to sales
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“We get access to reports. Which help us prioritize how to make the constituent experience smooth. Another benefit is that we can easily work as a team to respond to constituents.“ –Sharon A.
“Great tool to keep the status of our print projects updated. easy to use. easy access.” –David G.
“HappyFox has made ticketing reliable, where incredible and quick support is well shared.” –Gestione P.
“All fairly good except the Knowledge Base interface which is abysmal. They need to study and mimic Zendesk’s much more usable KB user interface.” –Branko B.
HappyFox is a cloud-based ticketing software with built-in features including ticketing, asset, task, and knowledge management. Create recurring tickets or use our other automation features to drastically improve support response time.
Quick installation on the website
Flexible to manage support teams
Customizable knowledge base
Sometimes Happyfox chat shows javascript errors
Slow support response
Large number of smart rules can impact system performance
Jira Service Management
Best for Agile/ITSM teams.
Ticketing System
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Pricing and Free Trial
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Free, $0 for up to 3 agents
Free trial, 7 day for paid plans
Standard, $20/agent/month, for 4-15 agents (16+ agents at discount price)
Premium,$48/agent/month, for 4-15 agents (16+ agents at discount price)
Enterprise, available with billed annually.
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“I prefer Jira Service Management because it is very similar to Jira software; If you are familiar with Jira software, you will have no problem using this one. Concise but effective.” –Lillian G.
“JSM will take your company’s organization in projects and IT requests to a new level! We used to miss deadlines and small details that came back to bite us all the time. Since switching to JSM, those are few and far between!” –Aaron H.
“User friendliness is great and its unified platform makes it easy for submitting any requests/tickets that can be categorized easily.” –Haruki T.
“I am using Jira Service Management tool to manage requests and incidents. Jira Service Management tool automates manual tasks and streamlines workflows.” –Naveen C.
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. It offers streamlined workflows, automation rules, queues, SLAs, and a self-service portal all to deliver exceptional service management at scale with no silos.
Good ticket tracking system
Email updates are reliable and configurable
Customizable workflows and advanced automation
Complex setup
Expensive for small teams
Slower with large data
Intercom
Best for conversational support & SaaS platforms.
Ticketing System
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Pricing and Free Trial
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Free 14-day trial
Essential, $29/seat/month, billed annually
Advanced, $85/seat/month, billed annually
Expert, $132/seat/month, billed annually
Enterprise, available with billed annually.
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“Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It’s a time saver for all teams because they can deal with it themselves.” –Lillian G.
“Intercoms is a great tool and makes live chat seemless.” –Ayomikun O.
“I love how Intercom’s abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn’t own the territory. The ability to identify the prospect’s behavior on our website is very helpful.” –Haruki T.
“In my experience, Intercom has been great to work with. They have released some new features that are part of our general subscription which is always a bonus.” –Joel C.
Intercom turns support into a dialogue with its chat-first ticketing system. By combining real-time messaging with smart automation and proactive customer outreach, it helps businesses engage visitors in a way that drives satisfaction and fuels growth.
Easy to submit and respond to tickets
Live chat is really modern and intuitive
Very powerful with its AI, chatbot, and knowledge base
Expensive applications for small businesses
Live support isn’t that good
Front
Best for shared inbox collaboration.
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Free 7-day trial available
Starter, $19/seat/month, billed annually, up to 10 seats
Growth, $59/seat/month, billed annually, no seat minimum
“Overall great product, really happy with the exception of the email nesting.” –David D.
“Frustrating and time-wasting. It breaks my workflow when I need to waste time finding emails.” –Jaime E.
“It was so easy to integrate all the social media channels we wanted to be able to use all of them from the same interface.” –Zoltan S.
“We have a shared inbox and we had trouble to avoid double answers and we had to forward the emails to each other or CC them on our replies so they could get informed of a conversation.” –Marjolaine L.
Front is an email management platform that enables customer-facing teams to deliver exceptional service at scale. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations.
Emails are actually sent from your email address with any routing
Collaborative chat tools among team members
Good workflow and features for collaborative works
Multiple emails with the same title sometimes nest like threads
Runs on Electrons so can be a bit slow
Has learning curves
Kayako
Best for unified multi-channel support.
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Free 14-day trial available
Inbox, $15/agent/month, for small teams
Growth, $30/agent/month, for growing teams
Scale, $60/agent/month, for larger teams and businesses
Enterprise, $100/agent/month, for larger companies
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“We had Zendesk before but Kayako is a really serious support ticket system I wish the price were better.” –Rodrigo C.
“It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.” –Muzammal H.
“Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner. The product is recommended to all types of business especially the starting ones.” –Ryan L.
“Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.” –Amit G.
Kayako is an AI-powered ticketing system that automates repetitive tasks and allows agents to focus on complex issues. It’s intelligent learning capabilities improve response accuracy over time and handle a significant portion of repetitive inquiries.
Easy to use and customizable
Powerful automation macros system
Self-service portal for end-users
New version migration is complex
Some lags in HTML email parsing
Limited integration capabilities and API constraints
“It is possible to convert our web visitors/leads into more loyal customers with Tidio.I’m impressed with the way Tidio integrates well with multiple tools that I’m already using in our organization.” –Sydney B.
“Tidio increases out customers satisfaction.Again, Tidio automates and streamlines customer services operations.” –Joseph N.
“I use the Tidio social medial integrations to respond to questions from clients online and the live chat to resolve their cases on time.” –Kenneth O.
“Great value for money – and even better if you can fit in the free plan. The company has been developing throughout the years so its definitely one of the safe bets in the industry.” –Deyan K.
Tidio is mainly a live chat and chatbot platform, not a complete ticketing system. However, its helpdesk module includes a basic ticketing feature, enabling users to manage inquiries, assign conversations, and track responses.
Unified Inbox for all customer messages
Automation Features help manage inquiries
Affordable compared to other full-scale helpdesks
Lacks advanced SLA, escalation, and reporting tools
Hard to manage complex team workflows
Lacks agent roles, collision detection, or internal notes
LiveAgent
Best for live chat widgets.
Ticketing System
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Pricing and Free Trial
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Free 30-days trial available
Small business, $15/agent/month, billed annually
Medium business, $29/agent/month, billed annually
Large business, 49/agent/month, billed annually
Enterprise, 69/agent/month, billed annually
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“Everything about LiveAgent has worked so perfectly so far. It makes it easy to interact with our customers and help us provide quick support services. Since day one, the LiveAgent experience has been very flawless.” –Brooke S.
“LiveAgent seamlessly integrates with websites and also allows you to add agents.” –Elia M.
“Customers can visit anytime and find advice on their own. Great time saving tool.” –Artur L.
“We have been using this platform for more than 2 years now and it has helped us in building one of finest Customer interaction tool. The interface is also user friendly and fulfills all the needs.” –Swati S.
LiveAgent is a ticketing system with powerful data analysis and reporting tools. It helps you assess customer support performance by segmenting data by agent or interaction type.
Quick customer response with AI auto-reply
Advanced communication privacy features
Affordable and no subscription commitment
Sometimes network issue occurs on LiveAgent’s server
UI might feel a bit outdated
Advanced customizations are only available on higher-tier plans
JitBit
Best for self-hosted/on-premise solutions.
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Freelancer, $29/agent/month (SaaS plan)
Startup, $69/month, 4 agents (SaaS plan)
Company, $129/month, 7 agents (SaaS Plan)
Enterprise, $249/month, 9 agents (SaaS plan)
Also, their self-hosted plans start from $2199 (one time purchase)
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“Jitbit has provided me clear viability into my current workload for my team. I am now able to create a strong business plan to grow my department, delegate the work efficiently , and allow me to interact with other lines of business without interrupting my day to day operations.” –Michael M.
“Jitbit Helpdesk has a focused and immediate form of reaching to clients and offering responses to the challenges they face.” –Gestione P.
“Jitbit Helpdesk makes discussions authentic, and there are immediate consultations to make every response recorded.” –Annex L.
“Jitbit has helped us deal with helpdesk issues faster, better, and in a more dynamic way. We get to generate reports which can quickly show us user satisfaction, feedback, common incidents, etc. which can all help us to improve our customer service.” –Josemaria G.
Jitbit Helpdesk is a user-friendly helpdesk app with a clean UI and a simple setup process. Despite its simplicity, it offers a full range of features, including an automation engine, file attachments, email integration, a knowledge base module, and integrations with JIRA, Slack, Dropbox, GitHub, and more.
Flexibility, speed and ease of use
Clean UI and powerful user interface
Not cluttered, not overloaded with tons of checkboxes
Not enough team collaboration features
No Microsoft Flow integration
Live chat sometimes buggy on mobile
Spiceworks
Best for NGOs and educational wanting free helpdesk.
Ticketing System
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Spiceworks cloud help desk is available for free of cost.
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“Overall I have been very happy with Spiceworks, especially the community of users.” –Robert R.
“Spiceworks IT Helpdesk Cloud version does everything I want from a cloud based Ticketing system so even though its lacking some features which I hope will get added soon as ive mentioned earlier it does do everything you would expect from a basic IT Support helpdesk ticketing system. So if your looking for a free IT helpdesk solution I would really try out Spiceworks offering and also take a look at there cloud hosted version which I use myself.” –john K.
“Spiceworks works well as a free help desk system. It does what it says on the tin. It has decent audit logging, relatively easy configuration, and a simple user interface.” –Keenan G.
“My life became easy when I stated using Spice work to update all the IT assets, as I can add new devices from anywhere and monitor who was assign to a particular device for tracking and report documentation.” –Joshua O.
The Spiceworks is a fully free IT Help Desk offering everything you need to run a more efficient internal IT help desk and improve your business. It is available both on your server and in the cloud. Beyond ticket management and tracking, it helps you understand and influence team behavior while demonstrating your value to the business.
“Much better than simply using e-mail for support. It allows us to track some basic metrics and keeps things orderly.” –Ash K.
“Groove is the smartest “abstraction layer” over email I’ve seen so far. We don’t think in terms of E-Mails any more (you wouldn’t know there are any), but individual customer threads in a proper ticketing system.” –Ensons S.
“Overall, my experience with Groove has been great! It’s made emailing a lot more easier and feel more organized.” –Emily M.
“Great collaboration tool that helped achieve the goals set within the company.” –Loganne Y.
Groove is a help desk software that provides a shared inbox, knowledge base, live chat, and reporting to enhance customer support. It features a shared inbox with an email-like interface, allowing teams to organize, prioritize, and resolve inquiries efficiently.
“I love that Kustomer is so sleek and well-designed. It isn’t clunky, or hard to use. It’s really streamlined. The reporting is A+, it’s very in-depth for not just the customers but also your team. It works really well in tracking team performance and productivity, as well.” –Jisselle B.
“Its good tool as compared to other but they need good documentation that is easy to understand and learn about all the features.” –Anonymous
“Pretty solid tool for our daily use, but could definitely use more improvements especially with the glitches that happen.” –Rachel C.
“Kustomer is just amazing. I use this platform daily for communicating processes and notifying decisions to our customers and agents.” –Yeiry G.
Kustomer incorporates ticketing system capabilities but positions itself as a more holistic platform for customer engagement, focusing on seamless, context-rich support rather than traditional ticket-based workflows.
In-depth reporting, customer insights
Help with retention and growth
Ability to snooze conversations
Not exclusively a ticketing system
On the expensive side
Slower performance during chat sessions
Mojo Helpdesk
Best for education/nonprofit sectors
Ticketing System
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Pricing and Free Trial
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Free 21-days trial available
Team, $13/agent/month, billed annually
Business, $22/agent/month, billed annually
Enterprise, $31/agent/month, billed annually
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“Simple and easy to use. Having minimum number of characters for Pros goes against simple and easy.” –Didzis D.
“The ability to create, manage and track work requests. This has been very helpful internally but our clients have not embraced it.” –Anonymous
“Organization and ease of reporting the quantity of work being completed on a regular basis.” –Rocky R.
“Ease of adoption/acceptance by the user community. Transformed departmental workload from individual e-mail requests to departmental requests. By providing workload transparency at a department level the support model improved overall customer support. Minimized requests from falling through the cracks.” –Russ S.
Mojo Helpdesk is a user-friendly, cloud-based ticketing system that helps businesses deliver exceptional employee and customer support. It streamlines support requests by moving them from email to a centralized platform.
Efficient for both employee and customer support
Centralized ticket management
Affordable pricing
Limited advanced automation features
Basic reporting compared to competitors
UI may feel outdated to some users
SupportCandy
Best for WordPress-based support ticketing.
Ticketing System
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Pricing and Free Trial
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Free version available
Personal, $7/month for 1 site license, billed annually
Professional, $13/month for 5 site license, billed annually
Agency, $25/month for 20 site license, billed annually
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“We use SupportCandy as a system to process maintenance requests at a school. It’s a great way to manage and process the multitude of requests coming in from various departments.” –warrenogs
“This is a great product and the support team are five star!!” –frontierflyfishing
“Saving time, huge support, professional and more, you will never regret.” –esaeed1
“I love the plugin and but above all support is the best added value, Tthey are always reachable and available to fix any issues. Good job!” –forprof
SupportCandy is a WordPress support plugin. It allows custom ticket fields, workflows, and role-based access. Integrations with WooCommerce, Slack, and Mailchimp let teams handle orders and notifications within WordPress. Self-hosted and budget-friendly.
Self-hosted solution
Extensive customization options
Automation features to reduce manual tasks
Interface is a bit clunky on mobile
Doesn’t offer direct social media integrations
Expensive with addons
TeamSupport
Best for B2B customer collaboration.
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Chat support, $29 /agent/month, for better conversational experiences
Essential support, $35 /agent/month, for basic ticketing
Professional support, $49 /agent/month, for advanced functionality (fully customized)
Enterprise Support, contact to sales
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“Overall, our company has toyed with the idea of using competitors but TeamSupport has held strong as a useful solution for us whose advantages outweigh its detractors.” –Tyler R.
“Overall its expressive and much useful portal for organization and the customer” –Deepak N.
“The support from Team Support is top notch. THey are responsive, available, and knowledgeable. We are clearly pushing parts of the software beyond its intended use, and they have been helpful identifying what is possible.” –Daniel W.
“I really like TeamSupport a lot. It has helped us get in touch with our customers through live chats, IT ticketing system, and reply to inquiries on time, thus improving our relationship with our customers.” –Mizanur Rahman M.
TeamSupport emphasizes collaboration with shared ticket views, internal chat, and customer health monitoring. Features like SSO and CRM integrations (Salesforce, Zoho) streamline B2B workflows, while detailed reporting tracks CSAT and agent performance.
Intuitive design with easy navigation
Flexible workflows, custom fields, and branding
Works well with email, Slack, CRMs, and other tools
Slow loading with high ticket volumes
Lacks features compared to desktop
Advanced features require training
SalesForce Service Cloud
Best for Salesforce CRM users.
Ticketing System
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Pricing and Free Trial
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Free 30-days trial available
Starter suite, $25/user/month, billed annually
Pro suite, $100/user/month, billed annually
Enterprise, $165/user/month, billed annually
Unlimited, $330/user/month, billed annually
Einstein 1 Service, $500/user/month, billed annually
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“It’s a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.” –Kelly B.
“I enjoy using the product. Think it streamlines your work by having everything in one app.” –Bret B.
“Salesforce has been an amazing CRM and provides great flexibility in their Service cloud platform. From case/ticket management to creating a portal for customers to ask their questions and find answers via knowledge base, Salesforce has it all.” –Vershley J.
“Has been an excellent way to transform business processes and modernise our technology stack.” –Alex C.
Salesforce Service Cloud includes ticketing functionality but is better categorized as a customer service platform designed to unify support channels, leverage CRM data, and scale for enterprise needs. It’s ideal for organizations seeking a holistic solution beyond basic ticket tracking.
Configurable workflows, dashboards, and automation
Integrate with Salesforce CRM, third-party apps, and APIs
Real-time dashboards for decision-making
Steep learning curve
Expensive licensing and implementation
Over-customization risks system instability
Gorgias
Best for Shopify/Magento e-commerce.
Ticketing System
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Pricing and Free Trial
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Free 7-days trial available
Starter, starting from $10/month for 50 tickets
Basic, starting from $50/month for 300 tickets, billed annually
Pro, starting from $300/month for 2,000 tickets, billed annually
Advanced, starting from $750/month for 5,000 tickets, billed annually
Enterprise, discussed individually
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“Overall, there is no other customer service platform I would use or reccomend more.” –Connor J.
“The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team’s time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward.” –Michael C.
“Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration.” –Maria H.
“User love it and very few headaches. Some integrations need better docs on how to use advanced functionality.” –Anonymous
Gorgias is the conversational AI platform for e-commerce that drives sales and resolves support inquiries throughout the entire customer journey. Its AI Agent acts as a super-agent on the brand’s team, driving conversations with customers at the right time and on the right channel.
Integration with Shopify, Magento, BigCommerce, and social media platforms
Saves time with macros, automated responses, and rule
Direct access to e-commerce orders/refunds within tickets
Pricing escalates quickly with added features
Restricted flexibility in ticket workflows or branding
Advanced features require training
Awesome Support
Best for WordPress ticket management.
Ticketing System
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Pricing and Free Trial
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Free version available
Standard, $13/month, billed annually
Pro, $20/month, billed annually
Enterprise, $25/month, billed annually
Agency, $35/month, billed annually
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“An excellent plugin with technical support requests for WordPress. The free version has quite a lot of functionality. Thank you very much to the developers!” –stanislav5web
“Works for us. Would give it five stars. If it wasn’t a little bit clunky sometimes. Input boxes have become very small, which they tell me is a WooCommerce or other plug-in problem. Which sounds a little bit like passing the buck!” –dohm
“It’s great and nice looking plugin for support tickets. It has all features that we need and a nice user interface that integrated well with our website.” –wiredwhite
“I like the flexibility and the functions. The pricing of the additional extensions could be a little less intensive.” –neuronprocessing
Awesome Support is a WordPress plugin offering ticket submission, custom fields, and a knowledge base. Integrations with WooCommerce and Mailchimp cater to small businesses, while extensions add features like time tracking.
Organized ticket management and tagging
Flexible customization for forms
Minimal impact on site performance
May break with certain themes or plugins
Lacks advanced workflow automation compared to Fluent Support
Delays in bug fixes or compatibility patches
ServiceNow
Best for enterprise IT service management.
Ticketing System
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Pricing and Free Trial
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Pricing is hidden, and a business email address is required.
Trial, available upon request
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“So far, ServiceNow is a distraction with no benefit. Unlikely ServiceNow will ever modernize their product. Every year is 1971 for them, with an IBM 3270 “green screen” interface.” –James O.
“We are using this ServiceNow CSM as our primary Customer Service tool and we are easily able to manage thousands of cases per day which we have found difficult when using other applications in the past.” –Ryan W.
“The tool is good for any service based organization but needs to focus on some improvements because there are several ticketing tools available in the market with better options.” –Anonymous
“I am using service now from last two year, i found it very easy comfortable and best application for it ticket and incident management.” –Omkar V.
ServiceNow Customer Service Management (CSM) serves enterprise-wide customers and streamlines operations to resolve issues quickly with automated workflows. With CSM, you can empower customers to self-serve or seek agent support on any channel.
Handles enterprise-level demands
Highly configurable dashboards, forms, and service catalogs
Stable, secure cloud infrastructure with minimal downtime
Steep learning curve
Time-consuming deployment
Many advanced tools require add-ons or extra costs
SysAid
Best for ITSM with integrated IT asset management.
Ticketing System
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Pricing and Free Trial
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Free 30-days trial available
Pricing is hidden, and a business email address is required.
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Recent user feedbacks
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“Experience with he application has been a love hate relationship sometime it gets on my nerves but at the end of the day it is a general application the organization i work in use.” –Rasheed S.
“SysAid are great tool and it’s not just IT Service Management, HR< and fleet department also use it. e.g., Fleet uses to book and schedule for vehicle rooting maintenance.” –Peter A.
“Implementation is still happening after go live. That stressful.” –Samuel S.
“My experience with SysAid so far is great. The integration with teams makes it more flexible and user friendly.” –Stephanie S.
SysAid offers an AI-powered help desk solution to streamline lean teams’ IT operations. Its intuitive interface enables efficient incident and request management, while AI-driven automation handles routine tasks, reducing manual workloads.
Efficient workflows for ticket routing, SLA alerts, and repetitive tasks
Steep learning curve
Fewer third-party app connections
No built-in AI-driven automation or predictive insights
Atera
Best for MSPs needing RMM + PSA integration.
Ticketing System
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Pricing and Free Trial
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Free 30-days trial available
Pro, $129/user/month, billed monthly
Growth $179/user/month, billed monthly
Power $209/user/month, billed monthly
Superpower, discussed individually
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Recent user feedbacks
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“Atera has been great to use here at our company. It used to be a challenge to support the environment and relied on outside consulting support. We have been able to bring things fully in-house and realize faster response times as well as 6 figure plus cost savings in the IT budget.” –Robert M.
“I have been using Atera for the past 3 years and have seen a tremendous growth i their service delivery. Their road map since the first time i used atera is what they are delivering. Support is 24/7 and you can never get lost alone.” –Raymond M.
“Atera is a good all in one tool for managing. It is easy and has many useful features. It could be better but it still provides a good value.” –Akanksha S.
“I appreciate what Atera did with a CRM system that also includes a computer management system I’ve been working with it for 3 years now and I’m content with the support and uptime of the service.” –Shaked T.
Atera is primarily an all-in-one IT management platform designed for Managed Service Providers (MSPs) and IT professionals. While it is not exclusively a ticketing system, it includes ticketing functionality as part of its broader suite of features.
RMM, PSA, and helpdesk tools in a single solution
Simple setup and intuitive interface
Automated alerts, patch management, and ticket routing
“Very responsive and helpful team. You will usually get a response within 20 minutes. We love the Teamwork team!” –Jas S.
“We are absolutely in love with this platform, we have used several other platforms in the past and Teamwork have made our work easier, creating projects, communicating with customers and organizing our task through the day.” –MArielle M.
“Teamwork Desk has been a breeze to work with. They have worked with me to resolve any bugs I noticed, and also have worked to implement features that continually make the product better. I would recommend them to anyone looking for a customer service ticketing service.” –Danny K.
“The transition to using this tool for our team was seamless. We needed a way to centralize all client communication out of our inboxes so our entire team could see, in a way that was easy for our clients.” –Lisa M.
Teamwork Desk is a ticketing system software that streamlines customer query management, saving you time and money. It centralizes client requests, helping your team handle them efficiently while ensuring an exceptional customer experience.
Ease of use and quick onboarding
Cost-effective for small to mid-sized teams
Email-to-ticket conversion and automated customer replies
Lacks robust SLA management or AI-driven tools
Limited functionality on mobile
Some workflows feel rigid for complex use cases
Features of ticketing system software that users value the most
It’s evident that users prioritize features capable of streamlining workflows, enhancing communication, and boosting efficiency. But which ticketing system features will actually deliver these results for your business?
For that you need some understanding of these features while comparing ticketing systems.
Features like role-based access control ensure that sensitive information and functionalities are restricted to authorized personnel.
Automated alerts notify teams when tickets risk missing deadlines, while escalation protocols redirect complex issues to senior agents.
This feature eliminates manual assignment by directing tickets to the right agent on predefined rules.
This omnichannel approach consolidates inquiries from email, chat, social media, and phone into a single interface and allows agents to manage interactions without switching platforms.
The ability to filter tickets by urgency, impact, or SLA requirements ensures critical issues are addressed first.
Instant alerts for ticket updates, assignments, or status changes keep agents and customers informed.
Decision-makers always value a data-driven approach for identifying trends, refining processes, and demonstrating ROI. So, Customizable dashboards and detailed reports about ticket volume, resolution rates, and agent performance are always important.
A knowledge base or FAQ section empowers customers to resolve common issues independently.
Automated tracking of SLA metrics ensures compliance with service standards. Alerts for potential breaches help teams stay proactive, safeguarding customer trust and operational consistency.
Facilitating communication and collaboration among support teams by allowing internal notes and comments on tickets.
How to choose the right IT ticketing system software for your customer service
The right ticketing system software acts as a multiplier for support teams. However, selecting the right IT ticketing system isn’t easy if you don’t know where to start and what will be the outcome.
Below is a step-by-step process to choose a solution that aligns with your organization’s unique needs.
1. Assess your team’s needs
Start by identifying your support team’s pain points and goals.
Identify:
What types of issues does your team handle most (e.g., software bugs, hardware failures, user access requests)?
How large is your support team, and do they work across multiple departments or locations?
Do you need to support internal employees, external customers, or both?
What existing tools (e.g., CRM, chat, monitoring systems) require integration?
This clarity will help you prioritize features like multi-channel communication, SLA management, or access controls based on your workflow demands.
2. Prioritize core features
Align the system’s capabilities with the functionalities your team values most (as highlighted in the previous section).
For example:
Automated routing and prioritization to manage high ticket volumes efficiently.
Real-time notifications and escalation protocols to avoid missed deadlines.
Self-service portals to deflect repetitive queries and reduce agent workload.
Reporting/analytics to track performance metrics and justify ROI.
Ensure the tool supports both ITIL frameworks for enterprise teams and flexibility for simpler workflows for smaller teams.
3. Evaluate integration capabilities
Your ticketing system shouldn’t operate in isolation. Look for seamless integration with:
Communication tools: Slack, Microsoft Teams, email platforms, etc.
Monitoring software: Nagios and Datadog to auto-generate tickets for detected issues.
CRM platforms: Salesforce, FluentCRM, HubSpot, etc. to unify customer data.
Knowledge base: Document360, Confluence, BetterDocs, Notion, etc. tools to empower self-service.
4. Consider scalability
Choose a system that grows with your business.
Identify:
Can it handle an increasing volume of tickets and users?
Does it support adding custom fields, workflows, or automation rules as processes evolve?
Is pricing flexible (e.g., per-agent tiers, enterprise plans)?
Scalability ensures you won’t outgrow the system within a year.
5. Focus on user experience
A clunky interface frustrates agents and slows down resolutions.
Prioritize:
Intuitive design: Minimal training is required for adoption.
Mobile accessibility: Agents should manage tickets on the go.
Customizable dashboards: Let users personalize views based on their roles.
A system that’s easy to use boosts agent productivity and reduces resistance to change.
6. Test automation and AI capabilities
Good IT ticketing systems leverage AI and modern automation. Test valuable features like:
Auto-categorize tickets using natural language processing (NLP).
Suggest solutions based on historical data.
Trigger automated responses for common queries.
Look for smart automation to reduce manual work and accelerate resolutions.
7. Review security and compliance
For industries like IT, e-commerce, finance, or government, ensure the system offers:
Role-based access controls to restrict sensitive data.
Audit trails for tracking changes.
Compliance with standards like GDPR, HIPAA, or SOC 2.
Data encryption and regular security updates are non-negotiable.
8. Compare pricing models
Sometimes the system starts with a cheap price but the costs might grow like mountains with necessary addons. So, comparing these prices:
Per-agent/month: Common for cloud-based solutions (e.g., Zendesk, Freshservice).
Flat-rate or tiered plans: Suitable for small teams with limited budgets like Fluent Support.
On-premise solutions: Higher upfront costs but ideal for industries with strict data governance.
Hidden costs: Setup fees, training, or premium support.
9. Leverage free trials and demos
Most vendors offer 14–30-day trials. Use this time to:
Test critical features (e.g., automation rules, reporting).
Gauge ease of setup and usability.
Involve agents and gather feedback.
A hands-on trial reveals whether the system aligns with real-world workflows.
10. Check vendor reputation and support
It’s the last but the most important part of evaluating a ticketing system.
Research:
Customer reviews on platforms like Capterra, G2, or WordPress Plugin repository.
Availability of 24/7 support, especially for global teams.
Quality of documentation, tutorials, and community forums.
A responsive vendor ensures quick resolution of technical hiccups.
Wrapping up
So, till now you have all the tools and detailed procedures to choose the best ticketing system that fits your needs.
The systems presented here are the best ticketing system software for 2025, each catering to different user needs and goals. However, if you’re using a WordPress website and need a fast, compact ticketing plugin with flat pricing, Fluent Support is definitely worth trying.
Tired of buying addons for your premium helpdesk?
Start off with a powerful ticketing system that delivers smooth collaboration right out of the box.
I’m Prosanjit Dhar, a digital marketer specializing in organic growth and SEO. I’m also into literature, FPS gaming, and have a degree in English literature.
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