10 Best Support Ticketing Systems for 2024 (Free and Paid)
Whether you’re running a small online business or a large corporation, if your business revolves around customer service and interaction, adopting a ticketing system is a wise move, or at the very least, worth considering.
These systems are more than mere tools; they’re vital lifelines for businesses dedicated to exceptional customer service and efficient support processes. The ideal ticketing system can elevate your support strategy, transforming every customer interaction into a chance for growth and building loyalty. If your aim is to streamline and keep track of customer interactions, these systems are indispensable.
In this post, we’re excited to spotlight the best support ticketing systems available, both free and paid.
Overview:
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Zendesk: Great when integrated with other Zendesk products. See details ↓
Starts at $19/agent/mth. |
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Atera: All-in-one IT management with flat-rate pricing See details ↓
Starts at $99/user/mth. |
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NinjaOne: Boosts IT efficiency with rich features. See details ↓
Visit site for pricing. |
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Front: Centralizes multiple communication channels into one collaborative inbox. See details ↓
Starts at $19/user/mth. |
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Hiver: Integrates with Gmail. See details ↓
Starts at $15/user/mth. |
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SysAid Helpdesk: Easy to set up. See details ↓
Visit site for pricing. |
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Freshdesk: Free for up to 10 agents. See details ↓
Starts at $15/agent/mth. Has free plan. |
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Zoho Desk: Great choice for current Zoho users. See details ↓
Starts at $14/user/mth. |
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ManageEngine ServiceDesk Plus: Easy-to-use interface. See details ↓
Starts at $10/user/mth. |
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Salesforce Service Cloud: With the most comprehensive features. See details ↓
Starts at $25/user/mth. |
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Hesk: Free and self-hosted content management system. See details ↓
Free. |
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Tidio Ticketing System: Easy to set up, requiring no coding knowledge. See details ↓
Starts at $29/agent/mth. Has free plan. |
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osTicket: Free, open-source, and community-supported. See details ↓
Free. Cloud-hosted starts at $12/agent/mth. |
Zendesk
The first in our list is Zendesk. It is a great tool created to cater to the requirements of customers, service agents, and managers. It has a user-friendly interface that lets customers raise their concerns or issues through different platforms such as websites, emails, phone calls, and even Facebook. Service agents can view customer details and participate in group discussions, while managers have access to important data and reports for analysis.
Additionally, Zendesk can be used on Android and iOS devices.
Zendesk’s price:
Zendesk starts at $19/month. Try a demo.
What we like:
- There are many options for customer engagement.
- The tool supports a variety of file formats for upload.
- It offers a selection of community themes and a feature for global UI changes.
What we don’t like:
- There isn’t much flexibility for structural modifications.
- The ticketing system lacks a feature for sorting.
- Integrations do not support two-way synchronization.
Atera Helpdesk
Atera Helpdesk is an all-in-one IT platform that combines remote monitoring and management with professional service automation. This powerful tool simplifies IT operations by integrating various functions into a single, easy-to-use interface. IT professionals can efficiently manage support tickets, monitor client networks, and conduct remote troubleshooting.
Featuring real-time analytics and automated workflows, Atera optimizes efficiency and reduces response times. Its comprehensive set of tools supports everything from patch management to security monitoring, ensuring IT systems operate smoothly and securely. Atera’s predictive analytics enhance proactive maintenance and facilitate informed decision-making, improving customer satisfaction.
Ideal for small to medium-sized IT businesses, Atera Helpdesk offers a cost-effective, flat-rate pricing model that allows for unlimited scalability, helping IT teams reduce manual tasks and focus on more strategic initiatives.
Atera’s price:
Atera offers a free 30-day trial with no credit card required.
Its Pro paid plan starts at $99/month. Other paid plans include the Growth plan, starting at $129/month, and the Power plan at $169/month.
What we like:
- Combines RMM, PSA, and remote access.
- Unlimited devices, cost-effective for growth.
- Intuitive interface simplifies IT management.
- Quick and helpful customer service.
- Streamlines tasks like alerts and backups.
What we don’t like:
- Mobile app less functional than desktop version.
- Takes time to master features.
NinjaOne
Formerly NinjaRMM, NinjaOne’s ticketing system enhances IT support efficiency with its feature-rich platform. Its standout customizable ticketing system allows detailed device information display and quick actions like remote access from the ticket, centralizing control and streamlining IT problem management.
NinjaOne also optimizes IT team workflows by auto-filling ticket details, minimizing errors and saving time. Intelligent ticket routing directs issues to the most qualified technicians, ensuring effective problem resolution. Additionally, features like messaging and activity feeds foster team collaboration, aiding in efficient problem-solving.
NinjaOne’s price:
NinjaOne does not publicly display their pricing options on their website. However, they offer a 14-day free trial for those interested in trying out their services. For detailed pricing information, potential customers can request a quote directly from their pricing page.
What we like:
- Provides proactive security with effective patch management.
- Features a modern, easy-to-use interface.
- Offers strong product integrations.
- Efficiently monitors IT assets and networks.
What we don’t like:
- Challenging for users without advanced IT knowledge.
- Lacks certain features like cross-organization accounts and SAML SSO.
- Requires mandatory two-factor authentication for changes.
Front
Front is a customer communication platform that consolidates email, social media, SMS, and voice channels into a single inbox, simplifying management and response processes.
It offers features such as automated message routing, shared drafts for team collaboration, and integrations with third-party tools to enhance the context of customer interactions. Workflow automation reduces manual tasks, allowing teams to focus on more important interactions, while analytics tools provide insights into team performance and customer engagement. Other features include snooze, rules, templates, collision detection, and customer history.
Ideal for industries like technology, financial services, and logistics, Front combines automation with a personal touch to improve customer satisfaction and team efficiency. By streamlining communication and providing valuable tools for managing interactions, Front helps teams deliver a better, more personalized customer experience.
Front’s price:
Front offers four main pricing plans:
- Starter at $19 per seat/month for basic features,
- Growth at $59 per seat/month for essential features,
- Scale at $99 per seat/month for advanced management and increased automation, and
- Premier at $229 per seat/month for maximum usage and custom integrations.
Each plan is billed annually and offers additional add-ons like AI Answers and premium channel integrations. Front also offers a 7-day trial.
What we like:
- Centralizes communication channels (email, social media, SMS, voice)
- Enhances team collaboration with shared drafts and automation
- Integrates well with third-party tools
- Robust analytics for performance insights
What we don’t like:
- No message recall after sending
- May be overkill for simple use cases like scheduling links
Hiver
Hiver stands as a unique support ticket or helpdesk solution that is based on Gmail, specifically designed for businesses looking to optimize their customer support operations within their existing email environment.
It enables effective team collaboration and communication across multiple channels, including email, live chat, and voice communication, all integrated within the Gmail interface. This integration creates a unified inbox experience, which simplifies the handling of multi-channel support and boosts team productivity.
Hiver’s price:
Hiver starts at $15/user/month
What we like:
- Integrates smoothly with Gmail, easing onboarding and use.
- Improves handling of client emails and team communication.
- Automatically sorts emails to the appropriate team member.
- Organizes shared inboxes and monitors email flow efficiently.
- Enables shared mailbox use with prioritization and task completion.
What we don’t like:
- Occasional glitches with pending emails not auto-opening on replies.
- No option yet to mark notifications as unread.
SysAid Helpdesk Software
SysAid is a flexible customer support software designed to help customer service and IT teams handle customer problems effectively. Rather than manually creating and sorting tickets, this tool automatically categorizes, directs, and prioritizes tickets to the appropriate teams.
Additionally, it provides features that allow your support staff to solve numerous customer issues via a self-service portal. They can also remotely connect to user computers and oversee IT resources through the service desk.
SysAid’s price:
SysAid Helpdesk Software provides a free trial. The Basic or Full Edition starts at $1211 per year, which includes 500 assets and 5 users, or $1611 per year for 1000 assets.
What we like:
- Easy setup and configuration without the need for coding.
- Efficient automation for sorting and directing tickets to the appropriate help desk.
- On-premise delivery mode, enabling employees to respond to customer requests more quickly.
- The ability to remotely access user machines to resolve issues promptly.
What we don’t like:
- The free version has limited options. For more advanced features, a paid subscription is necessary.
- While configuration is straightforward, the multitude of options can overwhelm users.
- Managing software licenses can be somewhat complicated.
Check out SysAid Helpdesk Software
Freshdesk
Freshdesk, a product of Freshworks, is among the top support ticketing software available. It even offers a lifetime free plan for three support staff members. In terms of features and simplicity, it is on par with Zendesk, and it is also quite user-friendly and easy to manage.
Freshdesk allows your customers to submit complaint tickets with ease and equips your support staff with the necessary tools to handle these complaints efficiently.
Freshdesk’s price:
Freshdesk can be used for free, with plans ranging from $15/month to $79/month.
What we like:
- Modern and feature-rich interface.
- Availability across various platforms.
- Workflow automation and multiple integrations.
What we don’t like
- Lack of SMS integration.
- The free plan is available but lacks many advanced features.
Zoho Desk
Zoho Desk provides a multi-channel customer service tool that enables you to respond to and follow up with your customers. This tool utilizes AI technology to proactively sort support tickets, and you can incorporate workflow automation to handle repetitive tasks.
Furthermore, you can address customer inquiries via email, social media, chat, phone, and your website.
You also have the option to link your account with third-party tools using REST APIs.
Zoho Desk’s price:
Zoho Desk is free for up to 3 agents, albeit with limited functionalities. Paid plans commence at $14/month.
What we like:
- The ability to integrate with any website through a simple widget.
- The capability to monitor your tickets and agents directly from the intuitive dashboard.
- The option to interact with your customers across various platforms.
What we don’t like:
- The lack of easy scalability in response to increased demand.
- The absence of a desktop app.
- The necessity for extensive customization before initial use.
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an intuitive tool for IT and customer management. It boasts a plethora of advanced features, including multi-channel support compatible with nearly all platforms, customer account and contact management, a self-service portal for customers, and a help desk that provides comprehensive information.
To obtain pricing information, you can input your specific details and requirements to receive a personalized quote. However, you have the option to test the service via a limited free trial before subscribing.
ServiceDesk Plus’s price:
ManageEngine ServiceDesk Plus offers a free trial. After the trial period, you can request a pricing quote.
What we like:
- Ticket logging for end users, enabling them to track the progress of their queries.
- Comprehensive management of incidents, problems, and changes.
- Automated responses and a history of requests.
What we don’t like:
- The setup process can be somewhat confusing due to insufficient documentation.
- There can be delays in receiving updates.
Check out ManageEngine ServiceDesk Plus
Salesforce Service Cloud
Salesforce’s Service Cloud enables you to deliver an efficient and personalized customer experience. Customer agents can access all customer data through a unified dashboard. Additionally, managers can optimize their sales team’s performance using apps and AI-powered insights.
Some of the most impressive features of Salesforce’s Service Cloud include a service console with keyboard shortcuts and templates, efficient case management with access to comprehensive customer interaction data, service automation, analytics, and an extensive knowledge base for agents.
Read our review on Salesforce Service Cloud.
Service Cloud’s price:
The Essential plan starts at $25/user/month; the Professional plan at $75/user/month; the Enterprise plan at $150/user/month, and the Unlimited plan at $300/user/month.
Salesforce Service Cloud does not offer a free plan, but all plans include a 30-day trial.
What we like:
- The ability to add or remove features according to your requirements.
- Efficient management of the sales team and optimization of agent performance.
- Easy implementation and scalability to suit your needs with minimal coding requirements.
What we don’t like:
- The tool is costly. You must pay for add-ons to maximize the platform’s utility.
- The interface is somewhat cluttered, with somewhat complex navigation.
- It relies entirely on the Salesforce database, which gives you less control over CRM upgrades.
Check out Salesforce Service Cloud
Hesk
Hesk is a free help desk software that can be utilized for customer support or as an IT help desk.
Its features encompass the submission of support tickets via a web form or email integration (including OAuth for Microsoft 365), organization of tickets by category and urgency, automatic assignment to users, response templates, customization, and reporting.
Hesk is equipped with a fully-integrated knowledge base that can offer self-help guides to users either through a search function or by automatically suggesting relevant articles when a ticket is submitted.
Hesk’s price:
The self-hosted version of Hesk is available at no cost. The cloud-based version commences at $29.99 per month for 10 support agents.
What we like:
- It’s simple to set up, customize, and operate.
- Integrated knowledge base (can be activated/deactivated or used independently).
- Available in over 30 languages.
What we don’t like:
- Absence of direct SMS integration.
- Lack of asset management.
Tidio Ticketing System
Tidio is a comprehensive customer communication tool that incorporates a live chat, chatbots, email marketing templates, and a proprietary ticketing system. It enables the management of all support requests in a single, organized, and efficient location.
With Tidio, you can establish priorities, delegate tasks, and revisit older conversations without the need for any third-party tools. This streamlines the process, making it more straightforward and enjoyable for both support agents and clients.
Tidio’s price:
Tidio’s ticketing system is available for free. However, paid plans that offer additional features start at $17 per month.
What we like:
- No coding required for easy setup.
- Simple organization and customization of support conversations.
- Efficient handling of requests.
- A tool optimized for teamwork.
- Availability of a free plan.
What we don’t like:
- The features of the free plan are limited. To access more advanced options, you must subscribe to a paid plan.
- The multitude of features and customization options might be overwhelming for a new user.
osTicket
osTicket, the most popular open-source ticket system, is available in two versions: downloadable and hosted. The downloadable version is free and requires hosting on your own server. The hosted version, marketed as SupportSystem, is a paid ticketing service that offers the reliability and security of managed cloud hosting.
osTicket’s price:
osTicket’s downloadable version is free.
What we like:
- Easy setup process.
- Comprehensive documentation.
- Features for merging duplicate tickets and setting reminders for stale tickets.
What we don’t like:
- No mobile app availability.
- Basic ticket analytics.
Check out osTicket osTicket Live Demo
Spiceworks
Spiceworks is a free software suite designed for IT professionals and businesses. It provides a variety of tools that streamline IT tasks, such as a network manager, help desk software, and a question-and-answer forum. The help desk software is furnished with features like ticket submission through a web portal or email, ticket organization, automated ticketing tasks, and a knowledge base.
What we like:
- The ability to generate tickets from multiple sources.
- Comprehensive documentation and an extensive knowledge base.
- The provision of a seamless workflow with excellent customization options.
What we don’t like:
- The desktop application is missing many core functionalities.
- Integrations with third-party apps are not very smooth.
- Notifications could use some enhancements.
Request Tracker
Request Tracker, developed by BestPractical.com, is a free (when self-hosted) and open-source issue tracking system. It boasts a plethora of features such as a dashboard, relationship graphs, a mobile-optimized interface, time-tracking and reporting, PGP support for emails, branding and custom theming, and a knowledge base, among others.
What we like:
- The web-based tool is accessible from anywhere.
- It is suitable for both large and small businesses.
- The customer support offers a variety of support plans.
What we don’t like:
- There is no mobile app available.
- Customer support is only provided for paid plans.
Vision Helpdesk
Vision Helpdesk is a multi-channel, web-based helpdesk software. It distinguishes itself with unique features such as a Satellite helpdesk, Ticket billing, and Blabby. It also connects separate helpdesks to a central helpdesk. Its functionality can be expanded with modules and app integrations, and it also offers a mobile version.
Vision Helpdesk provides a free 30-day trial, with plans starting at $12/month.
What we like:
- It offers multi-layered customization options.
- Emails are well-organized and professionally structured.
- It is quite affordable for businesses of all sizes.
What we don’t like:
- Third-party integrations are not seamlessly incorporated.
- There are very few ready-to-use configurations; most of the setup must be done manually.
HelpSpot
HelpSpot is a comprehensive, web-based help desk software. It offers a wide range of features such as a centralized help desk portal, ticket management, filtering, automation, a mobile-optimized interface, customer management, time tracking, benchmarking and performance reporting, and multi-brand support.
HelpSpot offers a free 21-day trial, with plans starting at $14/agent/month.
What we like:
- Easy reporting through custom categories and sub-categories.
- Efficient workflow automation through multiple rules.
- It allows for organized customer conversations and quick retrieval of ticket history.
What we don’t like:
- The UI is somewhat outdated and occasionally buggy.
- The mobile app can be a bit cumbersome to use.
JitBit Helpdesk
JitBit Helpdesk is available in two versions: Web-Based Help Desk and SaaS Help Desk. The former can be downloaded (upon purchase) and hosted on your server, while the latter is hosted remotely in JitBit’s cloud and can be accessed via the web. It offers features such as a knowledge base, reporting, asset-tracking, a customizable interface, unlimited agent allowance, email integration, and more.
Plans for JitBit Helpdesk start at $1699/year.
What we like:
- Efficient filtering for email notifications.
- Clean and uncluttered interface.
- Detailed analytics and metric tracking.
What we don’t like:
- It is quite expensive and does not offer a free version.
- Automation for integrations is lacking.
Check out JitBit Helpdesk JitBit Live Demo
Kayako
Kayako provides unified help desk support and multiple channels to over 30,000 organizations. Some of its features include ticketing through the helpdesk or email, ticket routing and prioritization, reports, feedback, and ratings.
Plans for Kayako start at $30/month.
What we like:
- User-friendly interface with an intuitive UI.
- An impressive ticketing system.
- Visibility and SLA management.
What we don’t like:
- Generating reports can be challenging.
- Customer support could be improved.
- It is quite expensive for small to medium-sized businesses.
Check out Kayako Kayako Live Demo
Bonus: Ticket Systems for CMS
Support Genix (WordPress)
If your objective is to enhance customer support directly from your WordPress dashboard, Support Genix is the ideal choice. With its robust WordPress ticketing system plugin, you can swiftly generate and manage support tickets. The transfer feature facilitates easy movement of issues between departments or teams as needed.
For businesses with a rapidly expanding customer base, the Genix Support ticket plugin is ideal for managing all customer inquiries. Consequently, this remarkable WordPress Support Ticket Plugin can manage everything from a single location.
Support Genix offers both a free and a pro version, with the pro version providing additional features and support. The most economical Personal package is priced at just $29/year, which includes unlimited tickets and business email piping. Alternatively, a one-time payment of $59 grants access to similar features with lifetime updates and support.
WordPress Advanced Ticket System (WordPress)
This ticket system is feature-rich and comes in two versions. The free version provides basic ticketing features, while the premium version offers more features for handling customer tickets more efficiently. Features can be expanded using plugins.
Support Ticketing System (Drupal)
This is a ticketing system designed for Drupal. It offers basic ticketing features such as ticket creation, ticket assignment to users, email integration and notifications, ticket overviews, and ticketing activity charts.
RSTickets! Pro (Joomla!)
RSTickets’s help desk ticketing system for Joomla. It includes features like ticket creation and management, automatic ticket assignment, performance management, an integrated knowledge base, customized email messages, and a dashboard for quick access to all customer support areas.