Top 12 IT Help Desk Ticketing Systems - March 2021

Just as the cost varies from help desk vendor to another, pricing models can vary too. Here are some of the most common help desk pricing models you can expect:

• Per agent: The most common pricing model for help desk ticketing systems is a ‘per agent account per month’ fee, billed either on a monthly basis, or annually for a decent price reduction. Some help desks charge fixed fees in scales, e.g. ‘$$ for up to 5 agents’, “$$$ for 15-20 agents’ and so on. The per agent pricing model is the most cost-effective option for small businesses that are new to using a help desk system.‍
• Per device: This pricing model is most ideal for businesses that don’t require all employees to have access to their help desk software. Before opting for a help desk with a per-device pricing model, make sure you have an accurate estimate of the number of devices your customer support team uses. ‍
• Per ticket: Though very few, some help desk vendors use a ‘per ticket per month’ pricing model. Before selecting a provider that charges per ticket, ensure you have an accurate estimate of your ticket volume and that you select a scalable help desk vendor that can provide you with more ticket coverage should you need it in the future.‍
• Per license: Some on-premise help desks offer perpetual licenses that are purchased once only, without limits on agent accounts or customer tickets. While this cuts down on recurring costs, it’s long term commitment that needs to be thought through before making a decision. It’s also important to note that while you only have to pay once for the license, you may have to pay additional fees down the line for product maintenance and upgrades.
  

Help desk ticketing solutions on the market today come with different selling features and price points. Though the exact number of features may vary from one solution to another, here are the main ones you can expect:

• Multi-Channel Support: Customers should be able to easily reach you through different channels including email, live chat, phone, social media, and more. A good ticketing system integrates seamlessly with all of your contact points to collect tickets and pool them into a single shared inbox. This way, your agents are able to instantly receive and work on tickets on one platform, without needing to frequently monitor several channels and devices.‍
• Customizable Workflows and Process Automation Options: The majority of ticketing systems offer features for you to create an efficient workflow and automate processes, eliminating a considerable chunk of your tedious tasks. Often with the help of triggers, you’re able to automatically set a ticket’s status and priority, assign and escalate tickets to specific groups within your organization, send automated responses and follow-ups, and notify customers and agents of certain updates. Some ticketing systems also allow you to create tags for tickets, which comes in handy with search optimization and enables you to instantly retrieve specific data for report creation.‍
• Knowledge Base: A knowledge base functions as an extensive library of information on your products and/or services that customers can access 24/7. It integrates with your website and ticketing system for customers to find answers to their questions as well as information on particular features and processes.
  Studies conducted on the efficacy of help centers have shown that over half of all customers prefer self-service options for convenience and speedy resolution. This is also great because the more customers self-serve, the more you’re able to deflect tickets, which frees your agents to focus on other tasks that are more urgent or of higher importance. Additionally, a knowledge base is also a valuable resource for your in-house staff too to access product documentation, FAQs, internal guides, and playbooks at any time. ‍
• 3rd Party Integrations: Not only should a good ticketing system integrate with several contact channels, i.e. email, social media, phone support tools, live chat, etc, but it should also offer integration options with popular customer relationship management (CRM), asset management and team collaboration tools such as Salesforce, Slack and more to further enhance your operations. You can usually find out if a help desk integrates with your favorite products by checking their pre-built integration modules, usually listed on their websites.‍
• Scalability: Scalability entails whether or not a software product can grow with you as your business does. Your company’s size may double within a short period of time and it's crucial for all of your daily-used tools to still accommodate you. Besides being mindful of a help desk’s cost for bigger teams, it’s important to consider its ability to store large data records, the maximum number of user accounts that can be created on it as well as the maximum number of teams and customers it can handle.‍
• Reporting: Reporting is a crucial function of a help desk software. Through accurate, real-time data, a good help desk software allows you to monitor how your team is performing against your predefined service level agreements (SLAs) as well as the average time it takes them to respond to customers and resolve their tickets.
  Furthermore, a good help desk solution should offer some methodologies for you to collect feedback from customers and measure their satisfaction. The good news is, several solutions offer net promoter score (NPS) and customer satisfaction (CSAT) surveys that can be automatically sent to customers upon ticket closure.
  

Before deciding on a help desk for your business, it’s recommended that you schedule demos with different vendors to make sure their solution has all the needs of your business covered. Here are a few questions you can ask during your demo sessions: 

• What communication channels does your solution integrate with?
• What customer support processes can I automate through your software?
• How does your software facilitate self-service?
• How does your solution measure customer satisfaction?
• How can I track my team’s performance through your software?
• Can I charge my customers for support given per ticket through your software?
• How much does the software cost for my team size?

The majority of help desk ticketing systems are cloud-based, delivered through a software-as-a-service (SaaS) infrastructure. Getting started with a cloud-based solution is very quick and easy as they all allow you to create an account and start configuring your instance right away once you’ve purchased a plan. On the other hand, on-premise help desks take longer to set up, and depending on your chosen vendor, you may need to consult them regarding their solutions’ compatibility with your current hardware and installation process or better yet, have them do the installation on your behalf.

What is a help desk ticketing system?‍

A help desk ticketing system is a software solution that gathers customer questions, requests, and incident reports from different channels and pools them into a single inbox for customer support agents to respond to in a swift and efficient manner.  

Who needs a help desk ticketing system?‍

Any company that wants to streamline their customer service operations and offer speedy support to their customers needs a help desk ticketing system. ‍

What are the benefits of using a helpdesk ticketing system? ‍

Using a helpdesk ticketing systems allows you to:

• boost your team’s productivity by automating manual tasks such as ticket routing and assignment, 
• resolve tickets faster which in turn, increases customer satisfaction and retention, and
• continuously fine-tune your support operations through accurate performance metrics data.
  

What are the features of a help desk ticketing system?

The most common features of a helpdesk ticketing system are: 

• Multi-channel support (email, live chat, phone, social media integration)
• Automatic ticket routing and assignment
• Canned responses
• Knowledge base
• Performance analytics
• SLA management 
• CSAT surveys 
  

What is the best help desk ticketing system?

The best help desk ticketing systems are: 

• Freshdesk: Best scalable help desk for SMBs
• Freshservice: Best User-friendly ITSM
• Zendesk: Best robust help desk for medium and large companies
• Zoho Desk: Best affordable help desk solution
• ServiceDesk Plus: Best full-stack ITSM suite
• JitBit: Best self-hosted (on-premise) help desk software
• Jira: Best collaborative help desk solution
• HappyFox: Best easy-to-use and easy-to-setup
• SolarWinds Service Desk: Best ITSM with asset management capabilities
• Kayako: Best intuitive user interface
• Spiceworks: Best FREE help desk with cloud-based and on-premise versions
• LiveAgent: Best help desk with a native live chat 
  

What is the best help desk ticketing system for small businesses?

Zoho Desk and Freshdesk are two robust ticketing systems with free tiers as well as affordable plans that startups can use without breaking the bank. Both Freshdesk and Zoho desk are also quite scalable, meaning that you can upgrade to more extensive plans as your business grows. 

How much does a help desk ticketing system cost?

The majority of help desk ticketing systems use a ‘per agent per month’ pricing model. Depending on which help desk you use and the features you require, the ‘per agent per month’ fee can range anywhere from $5 to $199.