On average, the IT team receives hundreds of support requests from customers and employees. 

As a CIO, you want to give your employees and customers the best service experience without overwhelming your IT support agents.

But, following the legacy IT support approach would require your support agents to spend countless hours sorting duplicate requests, assigning tickets manually, and searching Slack, email, and other platforms to gather information.

The result? Slow response times, frustrated customers and employees, and, worst of all, unresolved critical technical issues causing significant downtime.

So, what’s the solution? How can you ensure seamless operations and quick resolution of IT tickets?

By implementing an IT support ticketing software. 

In this blog, we’ve compiled 12 best ticketing software for IT support to help you efficiently manage, track, and resolve support requests.

The software serves as a central place for employees and customers to raise issues and request technical assistance and other relevant information from the IT support team. Whenever an employee or customer raises an issue or support request, the tool automatically generates the ticket, collects relevant information related to the ticket, and routes it to the appropriate IT support agent.

Typically, there are 3 kinds of tickets in an IT ticketing system: Service request tickets

These tickets are raised for routine IT services, such as software installation, setting up new hardware, password resetting, and providing user access to company systems.  Change request tickets

Change request tickets arise when a part of an IT system, service, or process needs to be adjusted or upgraded. These requests can vary in complexity. 

They could be as simple as a regular software patch or as complex as configuring and database maintenance. The implementation to resolve these tickets needs thorough planning and oversight to ensure minimal disruptions to ongoing operations.     Tickets reporting incidents

Incident tickets are raised when there’s an unexpected technical disruption, such as hardware or software issues, network failure, system outage, or security breaches. This ticket aims to bring immediate attention to these issues so IT support teams can quickly restore operations.

IT support ticketing system helps manage incoming queries, categorize them by urgency, provide accurate answers to repetitive queries, and escalate issues to the right person on your helpdesk. The benefits are not just limited to this. 

The software offers: 

Enhanced self-service

Today, most employees and customers prefer resolving basic issues through self-service as they don’t want to experience long wait times. A survey reveals that 95% of businesses report dramatic growth in demand for self-service options. 

Enterprises can efficiently meet these demands by investing in IT ticketing software. The software uses machine learning and natural language understanding to handle repetitive queries and provide context-aware answers to users.

For example, if a user searches “How do I connect my laptop with my office printer?” the self-service bot will quickly understand the intent behind this query and provide a step-by-step guide with a link to the video tutorial. 

Increased employee and customer satisfaction.

Legacy IT support systems have a complex ticketing process. When a user reports an issue, they need to switch platforms and wait a long time to contact the support team. Once the ticket is accepted, employees don’t get any information on the ticket status and expected resolution time. This frustrates the employees and customers to the core, so much so that they stop believing in their organization’s IT support.

Implementing IT support ticketing software helps you overcome these obstacles. The system uses AI functionality to send personalized automated updates to each user from the initial query stage until the issue is resolved. This constant communication reinforces their trust in your company. 

Plus, instead of switching multiple platforms, your customers and employees can access support through their preferred channels, such as Slack, MS Teams, or the company website.

Data-driven decision-making

As an IT leader, you’re responsible for planning and implementing strategies to ensure smooth business operations and prevent major disruptions.

The tool’s reporting capabilities help you gain deeper insights into your IT ticketing process, such as ticket resolution time, first contact resolution, total number of tickets resolved, pending tickets, query patterns, recurring issues, and team performance.

By having a comprehensive view of these factors, you can make informed decisions and adjust your ITSM strategy to build a robust IT support system for your enterprise. 

Organizational cost savings 

According to a survey by ITIC, 98% of companies say that one hour of downtime costs more than $100,000, with 81% stating it exceeds $300,000. The reason? Lack of a proper system to prioritize tickets based on urgency. 

You see, IT support agents receive hundreds of tickets daily, each varying in complexity and urgency. With the lack of insight into urgency, IT teams may prioritize solving basic support requests over highly critical issues like network failure and website crashes. 

The IT support ticketing platform automatically categorizes each ticket based on urgency and includes a full description of the issue. This helps IT support teams resolve issues quickly and minimize downtime costs.

We’ve handpicked 12 of the best IT ticketing software, detailing their key features, pricing, and pros and cons from popular review sites for you to evaluate and choose the best tools.

Before we dive in, here’s a ready reckoner for you to quickly glance at the top tools: 

Workativ

Workativ is a conversation AI platform that allows enterprises to create and deploy AI chatbots without any coding. The platform focuses on improving employee, IT, and HR support through automation. 

Key features

• AI chatbot: Using the platform, you can easily create and deploy an IT helpdesk chatbot to quickly answer employee queries and provide human-like interactions. 

• Knowledge base integration: Workativ integrates with your company’s KB, external KB, and Workativ KB and provides accurate information to your employees’ fingertips. 

• Workflow automation: Workativ allows you to create custom workflows to automate queries like password resets and software access. This allows IT agents to focus more on important issues.

• Shared live inbox: The platform allows your IT teams to track, manage, and resolve all IT tickets from a centralized place. 

• Dynamic notifications: Send automated notifications to employees to update passwords, fill out surveys, install software, etc. 

• AI-driven insights: Get a comprehensive view of your IT support ticketing management through a single pane of glass. 

• Omnichannel support: Workativ helps diversify your support channels by allowing tickets from Slack and MS Teams. This makes your IT support more accessible to employees.

Pros

• Improved first contact resolution rate

• Enhanced self-service capabilities

• Advanced AI capabilities help IT support teams provide proactive solutions to users. 

• Increased employee productivity 

• Reduced workload on IT support teams

• Automation of repetitive tasks allows agents to focus on strategic IT developments.

• Reduced downtime and increased organizational cost-savings

Cons

• Training the chatbot with advanced configurations will take some time. 

• Users report minor issues on the platform but say they can be resolved quickly by the customer support team.  

Learn more about how Workativ helped GoTo, a SaaS company that offers remote work collaboration tools and IT management products, to automate 80% of IT support.  

Pricing 

Contact Workativ for detailed pricing. 

Moveworks

Moveworks is an AI platform that automates and improves workplace operations, particularly IT and HR support for employees. Enterprises can use this platform to build AI chatbots to automate IT ticket management. 

Key features of Moveworks:

• Access control: Moveworks enables you to automate the provision of access and permissions for software, user accounts, and documents. This helps employees to focus on their work without any delay. 

• Notifications and alerts: This feature allows IT support teams to easily alert all employees of important announcements such as software migration and system updates.  

• IT asset tracking: The platform helps IT support teams track and manage the company devices provided to employees. It automatically updates the support team on the status of each device and notifies them when a system upgrade is required.

Pros 

• Handles basic employee queries efficiently. 

• Smooth automation of workflows

• User-friendly interface. 

Cons

• Users state difficulty in integrating Moveworks with their existing systems.

• Users express concerns about controlling data access levels and restricting queries that may expose sensitive data. 

• Potential challenges in extracting information from knowledge base articles. 

Pricing

Contact the sales team to know the detailed pricing plan.  

Rezolve.ai 

Rezolve.ai is a software that aims to enhance employee and customer experience by utilizing advanced AI capabilities, ML, and automation. You can use this platform to automate IT ticketing workflows, provide personalized interactions through chatbot, and resolve IT queries faster. 

Key features of Rezolve.ai:

• AI ticket creation: Rezolve.ai uses AI chatbots to automate the repetitive task of creating and managing tickets. Users can interact directly with the bot to raise issues and requests. 

• Live chat handover: When the bot encounters a complex query, it automatically assigns the issue to the right IT expert, providing the full context. 

• Ticket resolution: Users can set up customized workflows to auto-resolve repetitive queries like password resets, application troubleshooting, and managing access requests. 

Pros

• Efficiently handles L1 queries

• Reduced agent workload 

• The platform offers a comprehensive analytical dashboard

Cons

• Users report that it may take a long time to fix small issues.

• Limited customization features

• Users report technical glitches

Pricing 

Contact Rezolve.ai to know the pricing plans.

Aisera

Aisera is an AI-driven service automation platform that focuses on improving IT support, customer service, and enterprise operations. The platform offers features like AI copilots, workflow builders, and strong integrations with ITSM tools, which can be leveraged to automate your IT ticketing process. 

Key features of Aisera:

• AI agents: The platform offers AI co-pilots that assist employees in day-to-day activities like answering questions, analyzing data, and searching for information. 

• AI workflow builder: Users can create dynamic workflows for ticket classification, routing, and escalating complex issues to live agents. 

• Integrations: The platform integrates with popular ITSM and collaboration tools, including ServiceNow, Zendesk, MS Teams, and Slack. 

Pros

• Efficiency in handling tickets 

• Automation of repetitive tasks

• Works well for creating basic chatbot automation

Cons

• Users express a steep learning curve

• User reports that the UI of admin control can be overwhelming for IT teams

• Potential for misinterpreting queries and generating wrong answers

Pricing 

Contact Aisera for pricing details. 

Zendesk

Zendesk is a popular solution for customer service and IT service management. It offers a fully integrated and customizable ticketing system that allows enterprises to effortlessly create, prioritize, and resolve employee and customer tickets. 

Key features of Zendesk: 

• Knowledge base integration: The platform seamlessly integrates with your KB to provide employees with a centralized repository of IT-related documents, FAQs, etc., for better self-service. 

• Centralized ticket tracking: Zendesk collects and organizes IT tickets received via email, chat, phone, Slack, or website in one place. This enables support agents to track and resolve issues efficiently.

• Ticket triaging and routing: The platform categorizes each ticket based on urgency, query type, and user role and assigns tickets to the appropriate support executive. 

Pros 

• Easy to implement

• Offers customizations for automation, sorting tickets, and reporting functionalities.

• Offers smooth integrations with popular enterprise systems. 

Cons

• Support agents can’t preview the attached files on the ticket page. This confuses them as there’s no separate folder or a standard filename for downloading attachments from raised tickets.

• Users state technical limitations and extra costs for advanced features. 

• Users report poor customer support. 

Pricing 

• Suite team: $55 per user/month (billed annually)

• Suite growth: $89 per user/month (billed annually) 

• Suite professional: $115 per user/month (billed annually) 

• Suite enterprise:  Contact sales team. 

Jira Service Management

Jira service management by Atlassian is an industry-leading AI-driven ITSM platform that enables IT teams to efficiently track, manage, and resolve incoming service requests and issues.

Key features of Jira Service Management:

• Self-service portal: The platform provides a self-service portal through KB integration where employees can submit requests, track their status, and find solutions to common issues. 

• SLA monitoring: Jira service management enables IT support teams to define, measure, and report on SLAs. The platform monitors the SLA and notifies the IT leader upon breaches for better accountability. 

• Reporting and analytics: The platform offers a customizable dashboard for users to analyze ticket trends, resolution time, and more to measure key metrics like MTTR, FCR, and CSAT. 

Pros

• Improves cross-functional collaboration

• Efficient self-service capabilities

• Smooth integration with JIRA 

Cons

• The platform can be overwhelming to use for non-technical users

• Users state that the platform is complex to configure

• Users state limitations is SLA management

Pricing 

• Free

• Standard: $18,750 (billed annually) or $19.04 per agent/month (billed monthly) 

• Premium: $47,500 (billed annually) or $47.82 per agent/month (billed monthly)

• Enterprise: contact the sales team to know more

Zoho Desk

Zoho Desk by ZOHO is one of the leading helpdesk software that businesses manage and resolve customer and employee issues through a robust ticketing system. Enterprises can use this platform to automate repetitive tasks, categorize tickets, improve employee self-service, and more. 

Key features of Zoho Desk:

• Omnichannel ticketing: The platform brings all the queries from Slack, MS Teams, email, phone, and website to one place, allowing IT teams to respond and resolve issues effectively. 

• Advanced reporting and insights: Zoho Desk offers a comprehensive dashboard with all the metrics needed to analyze performance and other key metrics. This enables managers to make informed decisions.

• AI Assistance: IT teams can use smart AI capabilities like auto-tagging, sentiment analysis, and anomaly detection to manage tickets with greater accuracy and speed. 

Pros 

• 24/7 IT assistance

• The platform is efficient in routing tickets

Cons

• Accessing advanced features will incur additional costs.

• Users express a steep learning curve.

• Users report issues with integrating the software. 

Pricing

• Standard: $9.47 per user/month (billed annually) or $15.38 per user/month (billed monthly) 

• Professional: $16.57 per user/month (billed annually) or $24.85 per user/month (billed monthly) 

• Enterprise: $28.40 per user/month(billed annually) or $37.86 per user/month (billed monthly) 

Freshservice

Freshservice is part of the Freshworks product suite, a popular ITSM platform that offers IT ticketing, incident management, change management, device management, and more to help businesses streamline their IT support.

Key features of Freshservice:

• Virtual agent: Freddy AI is the virtual agent that assists users with common queries and tasks like password resets, FAQs, printer issues, etc. It provides personalized answers for each query based on the user’s past interactions and preferences. 

• Ticket routing: The platform analyzes each ticket based on predefined rules, such as complexity, ticket type, and timeline, then routes it to the agent with relevant skills and expertise.

• Multichannel support: Freshservice provides a unified system for managing IT requests from multiple places, including Slack, email, and the web portal. 

Pros 

• Provides comprehensive analytics 

• Ease of implementation

• User-friendly interface

Cons

• Users report complexity in creating workflows

• Users express the pricing is too expensive

• Limited customization features in creating fields and forms.

Pricing 

• Starter: $16.55 per user/month(billed annually) or $24.84 per user/month (billed monthly)

• Growth: $42.59 per user/month(billed annually) or $50.87 per user/month (billed monthly)

• Pro: $82.82 per user/month(billed annually) or $101.75 per user/month (billed monthly)

• Enterprise: $104.12 per user/month(billed annually) or $127.78 per user/month (billed monthly)

ServiceNow

ServiceNow is a widely known platform that helps enterprises manage their IT operations, such as automating repetitive tasks, managing service requests, improving service delivery, and managing company assets.

Key features of ServiceNow:

• Multichannel ticket creation: The platform allows employees to create tickets via email, website, Slack, or MS Teams. The support agent can view all tickets from one place and speed up resolution. 

• Ticket prioritization: The tool can assign priority levels to tickets based on their impact and urgency. This helps IT teams resolve the most critical issues faster and reduce downtime. 

• Customizable approval workflows: ServiceNow allows you to automate approval workflows for specific requests, such as software updates or password resets. This helps improve self-service capabilities. 

Pros 

• Reduces the agent workload

• Efficient in handling repetitive queries

• Easy to navigate across the platform

Cons

• Users report slow performance when large data is processed.

• Complex integration with legacy systems

• Users report complexity in customization and configurations of the platform

Pricing 

Contact ServiceNow for pricing details. 

Kore.ai

Kore.ai is a conversational AI platform that businesses use to build and deploy virtual agents. You can use this platform to build AI agents that automate workflows, handle repetitive tasks, and manage IT ticket creation and escalation. 

Key features of Kore.ai:

• Status update notifications: The platform sends automated notifications to employees about the status of their tickets, along with a personalized summary of the issue. 

• AI-search: Kore.ai integrates with your company’s knowledge base, uses its AI capabilities to analyze multiple sources of information, and provides employees with accurate and personalized answers. 

• Voice and text support: The platform allows users to submit tickets using voice and text commands, making ticket creation more intuitive and accessible.  

Pros

• Good customer support

• Efficiently handles L1 tickets 

• Ease of implementation 

Cons

• Unavailability of options to create custom solutions independently.

• Users express limitations in using certain features and accessing templates from the bot marketplace. 

• Users report poor product documentation. 

Pricing 

• Essential: $50 per user/month(billed annually) or $60 per user/month (billed monthly)

• Advanced: $150 per user/month(billed annually) or $180 per user/month (billed monthly)

• Enterprise: contact the sales team. 

SysAid

SysAid is an AI-powered ticketing system that companies can use to automate and simplify creating, tracking, and managing IT requests. The platform improves IT teams' efficiency, reduces workload on IT agents, and improves customer satisfaction. 

Key features of SysAid:

• Gen-AI integration: SysAid Copilot improves every aspect of your ITSM with AI-driven automation. This helps your IT team improve response times and provide faster issue resolution.  

• Knowledge base integration: The platform seamlessly integrates with your company’s knowledge base. This feature helps improve self-service and provides quick answers to repetitive queries.

• Automated notifications: SysAid sends real-time alerts informing IT agents and employees about ticket escalations, status changes, or resolution updates. 

Pros 

• Users say it is easy to set up knowledge-base articles using the platform

• Efficient in SLA monitoring

Cons

• Accessing advanced analytics in the platform will incur additional costs

• Users report bugs while tickets are created

• Users report that performance slows down while dealing with tickets and processing workflows. 

Pricing 

Contact SysAid for pricing. 

SolarWinds

SolarWinds is a platform that offers a wide range of IT management and monitoring tools to help enterprises manage, troubleshoot, and improve their IT infrastructure. The platform offers a robust IT ticketing system that your IT team can use to manage and resolve incoming requests effectively. 

Key features of SolarWinds:

• Ticket creation and assignment: The platform allows employees to submit tickets from multiple platforms. It then categorizes the tickets based on priority level and assigns them to the right IT agent for faster resolution. 

• AI-powered insights: The platform provides comprehensive insights on ticket status and resolved tickets and gives metrics on MTTR, FCR, and more. 

• Custom ticket forms: You can customize the forms and fields to reflect your company’s brand and capture all necessary information to understand the issue. 

Pros 

• Efficiently prioritizes and routes tickets

• The platform provides comprehensive reports

Cons

• The platform lacks advanced customization options for IT ticketing 

• The platform needs improvements in features for mobile devices. 

Pricing

Contact SolarWinds for pricing details. 

While choosing ticketing software for IT support, you’ll look for obvious features such as user-friendliness, cost-effectiveness, and suitability for your business needs.

But, with plenty of options available in the market today, it is important for you to evaluate tools apart from these factors. You should invest in the tool that offers you the best features without compromise.

We’ve compiled 6 must-have features in an IT ticketing software:

Ticketing automation

Look for software that automates the end-to-end process of IT ticket management. 

When a ticket is raised, the software should automatically categorize, prioritize, and assign them to the IT agent skilled in handling them. 

The tool should also offer features to create customized forms and fields, as this reduces the back-and-forth of collecting necessary information and speeds up the resolution. 

Omnichannel IT support

Your tool should allow employees and customers to raise tickets from their preferred channels, such as Slack, email, MS Teams, website, and live chat. Having this feature is essential because it makes support more accessible and improves satisfaction. 

AI-powered self-service and knowledge management

AI-powered self-service allows employees and customers to find answers and resolve issues independently quickly. This significantly helps deflect duplicate tickets and reduce agent burnout.

Plus, an AI-powered knowledge base constantly learns from interactions and updates your system's data with new information. This ensures that your IT team and employees always have access to the latest information. 

Integration with existing systems

Before investing in the tool, ensure your IT ticketing tool integrates with your current tech stack. This way, you eliminate the need for IT agents to switch multiple platforms, reduce data silos and improve operational efficiency.

Customizable workflows

Your IT team spends most of the time addressing repetitive queries like:

• Basic troubleshooting

• Resetting passwords

• Providing access to software and documents

So, when choosing the ticketing software, ensure that it automates these tasks by allowing you to create custom approval workflows for these kinds of tickets.

Also, ensure that the tool gives admin control over managing permissions and editing workflows accordingly. This helps in protecting sensitive data. 

Reporting capabilities

The tool should offer deep insights into tickets, including:

• Resolution times

• Total number of tickets received

• Total number of resolved tickets

• Total number of pending tickets

• Data on common queries

• Data on recurring issues

These insights help IT leaders understand ticket trends, spot areas for improvement, take preventive measures, and make informed decisions to improve IT support efficiency.

If you’re looking for software that checks all these boxes, Workativ is the right fit for you.

Workativ is a conversation AI platform that enables enterprises to create and deploy AI chatbots without any coding. The platform offers you great flexibility to create FAQs, dialog app workflows, omnichannel integration, and much more. 

This helps your IT team easily manage incoming tickets, deflect repetitive queries through enhanced self-service, and resolve IT requests faster than before. 

Want to see in action how Workativ streamlines your IT ticket management? Book a demo now. 

What is an IT support ticket?

An IT support ticket refers to an issue or service request that employees and customers raise for IT support assistance. The ticket includes all the necessary information, such as name, contact, email, and issue summary, so that IT support agents can resolve the query faster. 

How do I choose a ticketing system?

Here are the important features you should look for before investing in an IT ticketing software:

• Ticketing automation

• Omnichannel IT support

• AI-powered self-service and knowledge management

• Integration with existing systems

• Customizable approval workflows

• Reporting capabilities

• What is the best IT ticketing system?

ServiceNow, Jira service management, and Workativ are some of the best IT ticketing tools enterprises use to improve their IT support and customer satisfaction. 

These tools provide a wide range of features, such as ticket automation, categorization, tagging, and routing, which help IT support teams efficiently manage high volumes of incoming tickets. 

1. What are the three types of tickets in an IT ticketing system?

The three types of IT tickets are:

• Service request tickets

• Change request tickets

• Incident tickets

1. What are the benefits of implementing IT support ticketing software?

Here are the benefits of implementing IT support ticketing software:

1. Enhanced self-service

2. Increased employee and customer satisfaction

3. Data-driven decision making

4. Organizational cost savings