Choosing the best ticketing software that meets your needs and has comprehensive functions is of vital importance for enhancing the work efficiency of your team and the satisfaction of your customers. An excellent ticketing system not only helps your team manage customer requests more efficiently, but also improves service quality while reducing operational costs. Our guide aims to provide you with comprehensive reference information, helping you gain a deep understanding of the outstanding ticketing systems currently available in the market and comparing their differences in terms of functions, flexibility, and technological advancement.
The 15 Best IT Help Desk Ticketing Systems in 2025
The market offers many IT help desk software options. Each has unique strengths. Below is a list of top platforms, with their key features, benefits, and drawbacks based on user feedback and expert reviews.
1. Solvea
Solvea, created by VOC.AI, is a complete AI support tool. It provides instant, round-the-clock help with human-like accuracy and care. Solvea aims to transform customer service by improving efficiency and keeping customers happy. It learns from human workflows and adapts to new challenges. You can set it up with one click, and it works with tools like Shopify, Zendesk, and Intercom.
Key Features:
· AI Safeguard: Uses smart algorithms to follow platform rules, ensuring safe and compliant responses.
· Self-Training: Learns from live agent work without needing manual updates. This improves replies over time.
· High Accuracy: Handles complex questions with 90% accuracy, understanding details like refund policies or technical issues.
· Rapid Deployment: Starts working in days, using past knowledge bases for quick setup.
· 24/7 Multilingual Support: Offers instant help in all major languages, filling staffing gaps.
Solvea Customer Stories:
Anker Innovation, a major Amazon seller, handled 2 million tickets yearly with a 300-person team. This caused burnout and slow work. After using Solvea, Anker created a 5-minute resolution system. It connected with over 270 ticket channels. Solvea’s AI resolved 70% of tickets. This saved 150 hours weekly, achieved a 92% resolution rate in five interactions, and cut manual work by 70%.
Pricing:
With Solvea’s flexible and outcome-based pricing model (you can also use their calculator tool to estimate savings based on your ticket volume and team size), you only pay for what aligns with your goals. You can contact its sales team for a customized solution.
2. Zendesk
Zendesk is an AI-powered ticketing system. It adapts to IT, customer service, and HR needs. It’s easy to use and scales for growing companies. It’s popular for its AI-driven automation.
Key Features:
· Generative AI Agents: Trained on billions of support conversations, integrated into ticketing.
· AI-powered Self-Service: Links with a smart knowledge base for quick answers.
· Omnichannel Support: Combines email, chat, phone, social media, and apps into one workspace.
· Workflow Automation: Uses triggers and macros to automate tasks like ticket assignment and alerts.
· Reporting and Analytics: Offers dashboards to track KPIs like response time and satisfaction.
· Agent Copilot: Gives real-time suggestions to improve response speed and quality.
Pros:
· Highly customizable with many fields, automations, and reports.
· Easy to set up and works with existing email systems.
· Keeps all communication in one place.
· AI tools improve efficiency and personalized support.
Cons:
· Can be costly for advanced features or many users.
· Customer support may lack personal touch.
· Fewer IT-specific features than specialized tools.
· Separate interfaces for ticketing, phone, and chat can feel disconnected.
Pricing:
Paid plans start at $19 per agent/month (billed annually). Free 14-day trial available.
3. KB Support
KB Support is a WordPress-friendly help desk system. It’s used in e-commerce and retail for managing support requests. It’s simple and good for small businesses.
Key Features:
· Guest Tickets: Lets anyone submit questions without an account.
· Customizable Forms: Collects specific details from users.
· Extensions: Includes custom email signatures, reply approvals, and preset replies.
· Built-in Knowledge Base: Offers self-service options.
· Workflow Automation: Supports ticket automation.
Pros:
· Offers complete help desk features.
· Easy to use and highly flexible.
· Great for WordPress users.
Cons:
· Knowledge base layouts are basic.
· No free trial, only a monthly fee.
Pricing:
Starts at $4.99 per month (billed annually).
4. Front
Front provides a shared email inbox for help desk ticketing. It connects customer service teams for collaboration and manages multiple communication channels.
Key Features:
- Shared Inbox: Lets agents work together, addressing questions and passing tasks.
- Automated Workflows: Manages conversations across email, chat, social media, and SMS.
- Shared Draft Tool: Shows ticket progress to the team, even if one agent is assigned.
- AI Tags: Sorts tickets by topic or sentiment and triggers workflows.
- Ticketing Metrics: Gives insights into team performance and user satisfaction.
Pros:
· Highly customizable with user-friendly templates.
· Shared drafts and comments provide context without clutter.
· Clean, easy-to-use design.
· AI tagging and suggestions are helpful.
Cons:
· Spam management needs improvement.
· Creating rules can be tricky.
· Conversations may duplicate in personal and shared inboxes.
· Search is limited to subject or person, not text.
Pricing:
Plans start at $19 per seat/month (billed annually) for 2-10 agents. Free 14-day trial available.
5. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus combines help desk and asset management. It lets users customize workflows to improve IT service delivery. It’s great for IT teams using other ManageEngine tools.
Key Features:
· Incident Management: Tracks and resolves issues through ticketing.
· Service Catalog: Organizes services for easy requests and tracking.
· Asset Management: Tracks hardware and software for better control.
· Customizable Workflows: Allows custom modules, forms, and reports.
· AI-powered: Uses proprietary AI and integrates with ChatGPT and Microsoft Copilot.
Pros:
· Complete IT service solution, trusted by big companies.
· Centralizes app, patch, and update management.
· Fast ticket and incident resolution.
· Offers cloud and on-premise options.
Cons:
· Lacks some features competitors offer.
· Customer support response time needs improvement.
· Reporting tools lack customization.
· Interface could be simpler.
Pricing:
Contact sales for a quote. Free 30-day trial available.
6. Zoho Desk
Zoho Desk is a cloud-based platform for small businesses. It offers a simple ticketing system with automation and integrates with other Zoho tools.
Key Features:
· Omnichannel Support: Manages queries from email, phone, chat, social media, and web forms.
· Generative AI (Zia): Generates responses, tags tickets, routes them, and suggests articles.
· Workflow Automation: Automates repetitive tasks.
· Knowledge Base: Offers self-service options.
· Customizable Reporting: Tracks performance with dashboards.
Pros:
· Affordable with a free tier.
· Offers many features for the price.
· Highly customizable.
· Easy to navigate.
· Supports 22 languages.
Cons:
· Advanced customization is hard to learn.
· Reporting can be complex.
· Mobile app lacks some features.
· Integration with some platforms is challenging.
Pricing:
Free plan for up to 3 agents; paid plans start at $7 per user/month (billed annually). Free 15-day trial available.
7. LiveAgent
LiveAgent is an all-in-one platform combining ticketing, chat, and social media. It’s great for multi-channel communication.
· Universal Inbox: Combines email, social media, and phone communication.
· Live Chat Widget: Offers real-time chat and proactive invitations.
· Ticket Splitting & Merging: Merges related tickets or splits complex ones.
· Agent Collision Detection: Prevents multiple agents working on the same ticket.
· Knowledge Base: Supports self-service.
· Built-in Call Center: Includes IVR and unlimited call storage.
Pros:
· Intuitive, attractive interface.
· Efficient for small teams with large query volumes.
· Offers 24/7 support.
· Competitive pricing with a free plan.
Cons:
· Mobile app is not as good as competitors.
· Limited integrations in the free plan.
· Notifications are hard to notice.
· Customization needs improvement.
Pricing:
Free plan available; paid plans start at $15 per agent/month (billed annually). Free 14- or 30-day trial available.
8. monday.com (monday service)
monday service is a customizable platform for IT and customer service teams. It supports ticket classification, routing, and self-service.
Key Features:
· AI-driven Ticket Classification: Pre-classifies tickets and assigns them automatically.
· Customizable Workflows: Matches team needs.
· Reporting Tools: Analyzes performance and bottlenecks.
· Integrations: Connects with email, Slack, Zoom, and more.
· Self-Service: Supports user self-service.
Pros:
· Versatile, customizable dashboards.
· Scales with growing teams.
· Visual, easy-to-read interface.
· Simple to learn.
Cons:
· Limited to monday.com’s ecosystem.
· Still in beta, so features may change.
· Limited mobile app.
· Requires at least 3 users for paid plans.
Pricing:
Starts at $26 per seat/month (3 seat minimum). Free trial available.
9. HubSpot Service Hub
HubSpot Service Hub offers a free ticketing system with CRM integration. It’s ideal for teams using HubSpot’s CRM.
Key Features:
· Centralized Inbox: Handles tickets from multiple channels.
· Automation Tools: Assigns tickets and automates workflows.
· Customizable Pipelines: For ticket management.
· Integration with HubSpot CRM: Enhances customer insights.
· Conversational Bots & Live Chat: For messaging.
· Customer Self-Service Portals: Customizable to match branding.
Pros:
· Free CRM included.
· Simple interface and setup.
· Multi-channel support.
· Effective automation for tasks.
Cons:
· Fewer customization options in the free plan.
· Some features require paid upgrades.
· Limited email customization.
· Client portal setup can be tricky.
Pricing:
Free tools available; paid plans start at $15 per seat/month.
10. Vision Helpdesk
Vision Helpdesk is a cloud-based system that automates ticket management and consolidates conversations across channels.
Key Features:
· Rule-based Automation: Automates ticket management and escalation.
· Multichannel Support: Combines email, web portal, and chat.
· Categorized Tickets: Organizes tickets with custom views.
· SLA Management: Sets response and resolution times.
· Gamification: Uses points and badges to motivate agents.
· Knowledge Base & Forums: Offers self-service options.
Pros:
· Multichannel support reaches more customers.
· Affordable for all company sizes.
· Easy to learn across domains.
Cons:
· Complex interface can feel cluttered.
· Customization options are limited.
· Interface may seem outdated.
Pricing:
Starts at $12 per agent/month (billed annually). Free 30-day trial available.
11. JitBit
JitBit offers self-hosted and cloud-based ticketing solutions. They are feature-rich and user-friendly.
Key Features:
· Clean User Interface: Easy to navigate with an inbox for tickets.
· Knowledge Base: Supports self-service.
· Reporting Section: Provides detailed dashboards.
· Automation Rules: Organizes tedious processes.
· Chat Tool: Enables direct communication in tickets.
Pros:
· User-friendly with minimal training needed.
· Tracks ticket progress clearly.
· Streamlined process compared to competitors.
· Offers cloud and on-premise options.
Cons:
· Closed tickets cannot be reopened.
· Unanswered tickets cause delays.
· Searching by tags is slow.
· Reporting needs improvement.
Pricing:
Cloud plans start at $24.92/month for 1 agent; self-hosted versions start at $1699 (one-time).
12. Hiver
Hiver integrates support channels into Gmail for efficient query management and collaboration.
Key Features:
· Gmail Integration: Works within Gmail’s familiar interface.
· Shared Inbox: Tracks tickets end-to-end with team notes.
· Collaboration Features: Assigns emails, shares drafts, and tags team members.
· Automation Features: Auto-tags and assigns emails.
· Analytics: Tracks performance indicators like response time.
· SLA Management: Ensures timely issue handling.
Pros:
· Familiar Gmail interface needs little training.
· Drives collaboration with mentions and drafts.
· Responsive support and good documentation.
· Organizes emails as pending or closed.
Cons:
· Occasional glitches and loading issues.
· Hard to find old closed tickets.
· Works only with Gmail.
· Mobile app is buggy.
Pricing:
Plans start at $15 per user/month (billed annually). Free plan and 7-day trial available.
13. Jira Service Management
Jira Service Management, by Atlassian, is a collaborative IT service solution. It tracks and handles support requests and incidents.
Key Features:
· Incident, Problem, and Change Management: Manages requests, incidents, and changes.
· Pre-built Templates & Automation: Offers ticket tools and automation.
· Responsive Forms: Shows relevant fields based on inputs.
· Single View: Tracks requests across channels.
· Knowledge Management: Integrates with Confluence for a knowledge base.
· SLA Tracking: Manages service agreements.
Pros:
· Strong backend and workflow designer.
· Great collaboration features.
· Customizable UI for branding.
· Effective for unifying teams.
· Free plan and trials available.
Cons:
· Steep learning curve due to many features.
· Rigid email notifications.
· Expensive for large teams.
· Reports lack customization.
Pricing:
Free plan for up to 3 agents; paid plans start at $10 per agent/month. Free 7-day trial available.
14. HappyFox
HappyFox Help Desk is a web-based platform with a simple, customizable ticketing system. It focuses on customer satisfaction and automation.
Key Features:
· Omnichannel Ticketing System: Turns email, chat, and web requests into tickets.
· Customizable Ticketing Environment: Offers custom fields, reports, and workflows.
· Canned Actions: Provides quick reply templates.
· IT Asset Dashboard: Tracks IT assets.
· Work Schedule Management: Assigns agent schedules.
· CSAT Surveys: Measures customer satisfaction.
Pros:
· Easy to use, affordable, and scalable.
· Automation simplifies ticket management.
· Works across various teams.
· Intuitive interface.
Cons:
· AI responses need refinement.
· Limited customization for input fields.
· Lacks training resources.
· Cannot export full tickets.
Pricing:
Plans start at $9 per agent/month (billed annually). Free trial available.
15. SolarWinds Service Desk
SolarWinds Service Desk is a cloud-based solution. It improves support efficiency with automation, self-service, and integrations.
Key Features:
· Asset Discovery and Reporting: Scans and tracks devices.
· Integrations: Connects with related tools.
· Incident Management System: Enhances IT service workflows.
· Automation: Routes tickets and suggests solutions.
· Self-Service Portal: Lets users submit and track requests.
· Service Catalog: Publishes services with workflows.
Pros:
· Integrates help desk with remote support.
· Simple ticket sorting and management.
· Great for SolarWinds users.
· Flexible licensing options.
Cons:
· Customer support needs improvement.
· Asset management could show more details.
· Limited automation options.
· Slow chat responses.
Pricing:
Starts at $39 per technician/month (billed annually). Free 30-day trial available.
Key Features to Look for in IT Help Desk Software
When picking IT help desk software, focus on features that improve efficiency, user happiness, and work insights. The features you need depend on your company’s size and challenges.
· Automation Capabilities
Automation is vital for quick support. Good software automates simple tasks and workflows, like assigning tickets or sending alerts. It also handles common fixes automatically. This makes support consistent. Automation lets critical issues get noticed fast. It reduces repetitive work, so IT teams can focus on bigger tasks. For example, automated suggestions can give workers pre-written replies based on the situation.
· Self-Service
Self-service portals let users solve problems on their own. This cuts down on support tickets. It’s great for user satisfaction, as people like quick solutions. A strong knowledge base helps users fix common issues independently. AI can improve this by studying past interactions. It finds common questions, suggests content, or even creates draft articles.
· Centralized Ticket Management
A single platform shows all devices with issues. It lets technicians help from anywhere. The software provides tools to manage tickets and requests from workers or customers. Combining help desk and asset management creates one clear source of information. It organizes tickets, so technicians work faster. Tickets are sorted, prioritized, and assigned automatically to avoid missing important issues.
· Omnichannel Support
A good tool combines communication from email, chat, phone, social media, and apps into one place. This helps teams track, prioritize, and reply to tickets efficiently. It ensures users get consistent support. Users can switch channels during a ticket’s life without losing details.
· Service Level Agreement (SLA) Management
SLA management sets and tracks service goals. It ensures timely replies and reliable support. Companies can set clear response and fix times to meet user needs. This feature keeps tickets on track and warns teams about delays.
· Ticket Lifecycle Management
A strong system handles a ticket from start to finish. This includes submission, sorting, assignment, fixing, and recording. Tickets are logged as problems, questions, tasks, or incidents. AI routes tickets to the right workers based on their skills. Once fixed, tickets are closed but saved for future insights.
· Reporting and Analytics
Detailed reports show ticket trends, resolution times, and response times. These help teams plan and improve work. They spot bottlenecks, repeated issues, and chances to get better. Many systems offer surveys to measure user satisfaction and service quality.
· Security Features
Strong security protects user data. Look for encryption, role-based access, compliance with laws like HIPAA and GDPR, two-factor authentication, virus scanning, and secure cloud connections. This keeps worker information safe.
· Integration Capabilities
Smooth integration with tools like CRM, email, or chat systems is key. It prevents data silos and streamlines work. Integration syncs data, automates tasks, and gives a full view of IT operations.
· Real-time Alerts
The software should send instant alerts for urgent issues. Teams can set rules to speed up responses. This ensures big problems are fixed quickly.
· ITIL Compliance
Some companies need ITIL (Information Technology Infrastructure Library) practices. Certain systems include ITIL-ready features like incident, problem, change, and asset management.
Knowing these features helps you choose wisely. Now, let’s look at the top IT help desk software solutions for 2025. They offer various options for different company needs.
Benefits of Using an IT Help Desk Ticketing System
A strong IT help desk system brings many benefits. It transforms support operations and boosts business success.
· Fast and Personalized Service with AI
AI sorts and prioritizes questions quickly. It lets businesses help users fast. AI can solve issues before human agents step in. It personalizes replies by studying past interactions. For example, a fashion company cut ticket volume by 50% and raised satisfaction by 10% using AI agents.
· Increase Loyalty with Omnichannel Support
Ticketing systems organize workflows and centralize data. This gives agents the info they need to help quickly. Users don’t have to repeat themselves. Easy support builds loyalty and positive word-of-mouth. A bikeshare company reached 93% satisfaction with omnichannel support.
· Boost Agent Productivity
Software automates boring tasks. This lets agents focus on important work, like helping users. Clear organization reduces stress and mistakes. Automated routing saves time.
· Lower Costs, Keep Quality
Better productivity means fewer new hires during busy times. Bots offer 24/7 support, cutting late-night staffing needs. A company saved $1.3 million using automation and self-service. Manual ticket fixes cost about $22 each, but software reduces this significantly.
· Build Trust with Secure Data
Strong encryption and access controls keep data safe. Regular audits and compliance with laws like HIPAA and GDPR build user confidence.
How to Choose the Right IT Ticketing System
Picking the best IT ticketing system affects user satisfaction and work efficiency. Consider these factors carefully.
· Define Your Needs
List your goals and challenges. For example, aim to speed up ticket fixes or improve user happiness. Identify must-have features to meet these needs.
· Check Core Functions
A great system offers full ticket management. This includes easy ticket creation, strong sorting, efficient assignment, and clear tracking. It should help IT teams handle issues from start to finish.
· Ensure Integration
The software should work with your tools, like email or CRM systems. This keeps workflows smooth and prevents data silos.
· Focus on User Experience
An easy interface saves time and reduces training. It should be simple for IT staff and users. Test usability with trials or demos.
· Check Scalability
The system must grow with your business. A scalable solution handles more tickets without issues. It should adapt to changing workflows.
· Verify Security
Look for encryption, role-based access, and compliance with laws like GDPR or HIPAA. This protects user data.
· Analyze Costs
Understand the pricing model, like per-agent or per-ticket costs. Watch for hidden fees, like setup or support costs. Choose a clear pricing plan that fits your budget.
· Research Vendor Support
Check the vendor’s reputation and support quality. Look for fast responses, multiple support channels, and good documentation. Dedicated support speeds up setup.
Conclusion
In today’s digital world, IT ticketing systems are essential. They support efficient IT work, improve response times, and enhance team collaboration. By organizing ticket management, offering personalized help, and providing useful data, these systems reduce downtime and boost productivity. Choosing the right software requires looking at features, scalability, ease of use, and integration. Try free trials or demos to test a system’s fit. A good help desk system is a smart investment. It improves user experiences and work efficiency.
FAQs
1. What is an IT ticketing system?
An IT ticketing system is software that collects, tracks, and resolves IT-related questions and issues. It gathers requests from various channels into one inbox. This makes support more organized and efficient.
2. What is the most popular IT ticketing system?
Based on user reviews and market presence, Solvea is a top choice. It’s known for AI features, integrations, and scalability.
3. What are the different types of ticketing systems?
Ticketing systems vary by function and need:
o Customer Service Desks: Handle customer support questions.
o IT Help Desks: Manage internal tech issues for workers.
o Issue Tracking Systems: Track bugs or issues, often in software development.
They can also be classified by deployment:
o Web-based: Hosted on a remote server, accessible via browsers.
o Cloud-based: Hosted on cloud platforms, offering scalability.
o On-premise: Installed locally for better security but needs more setup.
4. What is ITSM vs ITIL?
o ITSM (IT Service Management): Covers all processes for designing, delivering, and managing IT services. It focuses on delivering value to users.
o ITIL (Information Technology Infrastructure Library): A set of best practices for ITSM. It guides managing IT infrastructure, development, and operations. ITIL-compliant software follows these guidelines.