The 11 best ticketing software solutions to reenchant the customer and employee experience
There are many ticketing software packages on the market, and choosing the right one for you can be a real headache.
Don't panic, Appvizer is here to help you. Whether you're looking for an IT helpdesk or a tool to improve your customer service management, you'll find a solution aligned with your needs... but also with your wallet! 💸
Comparative table of the 11 best ticketing software packages
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 monday.com |  Zoho Desk |  Service Cloud |  Followme |  JIRA Service Management |  ClariLog |  Crisp |  Freshservice |  LiveAgent |
|---|---|---|---|---|---|---|---|---|
| For all companies | For all companies | For companies with 2 to 250 employees | For companies with 251 to 5000 employees | For all companies | For all companies | For companies with 2 to 250 employees | For all companies | For all companies |
| See software | See software | See software | See software | See software | See software | See software | See software | See software |
| Learn more about monday.com | Learn more about Zoho Desk | Learn more about Service Cloud | Learn more about Followme | Learn more about JIRA Service Management | Learn more about ClariLog | Learn more about Crisp | Learn more about Freshservice | Learn more about LiveAgent |
What are the selection criteria?
As you probably know, ticketing software, or helpdesks, are by their very nature tools used by IT departments to handle requests (bug fixes, for example) from users. Each report is materialized in the form of a ticket assigned to the appropriate employee(s) for resolution.
But today, solutions used in customer service activities are also considered to be ticketing software.
Consequently, our selection will cover both types of need:
- employee/user services,
- customer services.
We've also made a point of presenting platforms incorporating the features essential to any good ticketing software. These include
- management of requests from different channels (chat, e-mail, telephone, etc.),
- ticket management (creation, personalization, allocation, etc.),
- workflow automation,
- knowledge base,
- analysis and reporting.
Find out more about our comparison! 👇
monday.com
monday.com is a flexible, integrated work management platform, designed in particular to optimize the tracking of customer support tickets. It centralizes all customer requests and improves operational efficiency thanks to its robust, customizable features.
Every team member knows exactly what they need to do, when they need to do it, and how they can collaborate with their colleagues, on an intuitive, customizable interface.
The benefits of monday.com
- Ticket centralization: all requests are grouped together in a single table, providing a clear and accessible overview with, for example, a precise status for each ticket.
- An open API that enables customized integrations with over 200 applications, and advanced process automation crucial to support ticket management.
- Task and ticket automation, with automatic ticket assignment, and management of notifications, reminders, and much more, facilitating management without constant manual intervention.
- Enhanced collaboration:
- centralized communication: @ comments and mentions directly on tasks and projects avoid information loss.
- real-time task tracking: each team member can follow the progress of tickets and projects, ensuring better coordination.
- Data visualization, with customizable dashboards, to analyze the performance of projects and support tickets, and quickly identify bottlenecks.
Our verdict on monday.com
monday.com is an essential tool for teams wishing to optimize project management and improve collaboration, while offering a robust ticketing solution. Its flexibility, automation and numerous integrations make it particularly well-suited to dynamic, constantly evolving work environments.
In short, monday.com offers a powerful, intuitive platform for efficiently centralizing and managing your company's projects, communications and support tickets, with a range of pricing options to suit your needs.
monday.com
Zendesk
We can't talk about ticketing software without mentioning Zendesk, probably the best-known customer relations solution on the market.
Zendesk centralizes all interactions between the company and its customers in a single tool, making it easier for customers to take care of their issues and fostering collaboration within support teams.
The benefits of Zendesk
- Centralized information. The Zendesk promise? Always stay in touch with your customers. That's why it brings together in a single interface requests collected from a wide range of channels (chat, telephone, email, social networks, etc.). It also centralizes sales activity and customer engagement to deliver the best possible overall experience.
- Functional coverage. The software has excellent functional coverage:
- assignment of incoming tickets to specific categories,
- AI-based automatic responses,
- easy configuration of workflows,
- data and file storage, etc.
- Personalization. Zendesk is all about personalizing the customer experience. With its Sunshine tool, which aggregates a range of data, you get a unified view of each customer to best meet their needs.
- Ease of use. The software is very easy to use, with a user-friendly interface that makes it easy for your teams to get to grips with.
- Dashboards. Thanks to dashboards, you can analyze your teams' performance and identify potential areas for improvement.
- Database. With the integration of a database within the platform, you can share support content (FAQs for example) with your customers, but also with your teams.
- Integrations. This solution integrates with numerous third-party software applications to automate processes as far as possible (Salesforce, WordPress, Atlassian, etc.).
Our opinion of Zendesk
Your customers are everywhere, and Zendesk understands this. Its high-performance multi-channel approach is a serious asset, as it makes communication with your customers much smoother. As a result, you'll be seen as a company that's available, attentive and professional.
However, performance comes at a price, and software can be a bit expensive for some SMEs.
Service Cloud
This comparison would not be complete without mentioning Service Cloud. Modular and easy to use, it's an omnichannel customer service solution from Salesforce, the leader in SaaS CRM.
Service Cloud centralizes all your customer data, making it considerably easier to communicate with your contacts, streamline your sales processes and improve your customer relations over the long term.
The benefits of Service Cloud
- Its integrated "Customer 360" customer relations solution. You quickly identify and eliminate silos, while analyzing every customer interaction (first click, last purchase, etc.) for continuous service improvement.
- Its ultra-complete, AI-pushed customer management functionalities. These services enable you to:
- interact with customers on their preferred channels,
- respond faster to customer needs thanks to automated workflows,
- turn your agents into call center agents to generate more revenue, and much more!
- Its reputation and RGPD certification. Service Cloud is powered by Salesforce, the world's most widely used CRM with over 150,000 customers worldwide.
- A scalable platform. Service Cloud can accommodate 1 to 10,000 simultaneous users on its platform, all via intuitive, fluid navigation.
- Powerful tracking tool. Track performance via the forecast screen, which shows you everything you need to know about the results achieved.
- Flexible support module. Help your support teams work faster with a highly intuitive support platform:
- personalized assistance across all digital channels, including SMS and social networks,
- automation of redundant administrative tasks,
- integrated ticketing tool and personalized help center creation, and much more!
Our opinion on Service Cloud
Equipping yourself with a tool like Service Cloud means taking advantage of ultra-complete, AI-boosted functionalities in addition to an impeccable support service.
What's more, the software offers a 30-day free trial.
Service Cloud
Freshdesk
Along with Zendesk, Freshdesk is the other key player in customer service software. It is aimed at businesses of all sizes, from SMEs to large organizations.
Its promise? To consolidate all interactions with your customers and make it as easy as possible to handle their requests.
Freshdesk benefits
- Functional coverage. Freshdesk offers a wide range of functionalities to enhance your ticket management performance. It also offers other interesting and innovative features, such as a gamification system to encourage agent engagement.
- Complete multi-channel approach. The software integrates customer requests from a variety of sources: e-mail, social networks, WhatsApp, telephone, etc., into its system. It is also possible to deploy AI-based chatbots that support them in resolving their issues.
- Automation. Freshdesk artificial intelligence technology guarantees the automation of numerous operations:
- answers to recurring questions,
- transforming queries into tickets,
- ticket processing (based on predefined scenarios),
- recurring tasks, etc.
- Service organization. This software supports the organization of support teams and the improvement of service:
- ticket processing deadlines,
- distribution of tickets to agents,
- notification of ticket status, etc.
- Support. Benefit from available, responsive customer support in French.
- Range of services. Freshdesk offers a wide range of services, as well as additional services that can be added as required. In this way, Freshdesk meets a wide range of needs, and is suitable for all budgets.
Our opinion of Freshdesk
With Freshdesk, you can be sure of boosting the performance of your support teams through better day-to-day organization and time-saving automation. The result: greater customer satisfaction.
What's more, this solution is suitable for all types of company, as there is a wide range of offers, including one at €18 for small organizations that don't have too many customers.
Followme
Followme is a ticket management tool specially designed to meet the requirements of property managers, facility managers and work environment managers.
Thanks to a user-friendly interface that can be accessed from any web browser (Chrome, Edge, Safari, Firefox, Opera) on PC, smartphone or tablet, it offers comprehensive incident management and rigorous tracking of interventions.
Followme benefits
- A complete and efficient service desk manager. The manager centralizes and prioritizes all requests, automatically filtering requests while dealing directly with the building's usual service provider. For each site, he can register service provider contracts and update the status of current requests in real time, and share this information with his colleagues.
- Automation. Followme offers a host of automated functions:
- Automatic follow-up with service providers,
- Automatic import of e-mails sent by occupants and technicians,
- Creation of a pdf visit report from selected reports, etc.
- Customized administration dashboard. You define the catalog of activities (plumbing, electrical, heating, etc.) and customize it by site with tailor-made workflows.
- Centralized collection of occupant requests. The occupant logs on to Followme to make a report or service request, completes the personalized form, adds a photo, locates the problem on a map and validates the request. The occupant is then notified of progress and can follow up in real time. They can add comments, documents or photos at any time.
- Interfaces and synchronization. You can synchronize Followme with your business software or service providers' CMMS, and activate SSO single sign-on with your Exchange corporate directory. You can also generate reports from qr-codes, NFC badges and connected objects.
- Security. Followme is cloud-hosted in several secure datacenters in France and Germany. It is equipped with security systems against cyber threats and data replication on remote sites, in addition to being RGPD compliant.
Our opinion of Followme
Followme is unquestionably a benchmark in real estate ticketing software. It features a wide range of customized and automated functionalities, in addition to being accessible anywhere via an intuitive mobile application. It is scalable and quick and easy to implement, thanks to predefined parameter templates.
What's more, despite its wealth of functions and highly responsive technical support, Followme remains affordable, with prices starting from €520/month ex. A good point for growing companies looking to optimize their ticketing management.
Followme
Jira Service Desk
Let's take a look at what's going on in the IT helpdesk world, with Jira (no need to introduce it!), developed by Atlassian.
This renowned development solution also includes a ticket management service: Jira Service Desk. The aim? To enable all companies to resolve problems more quickly, in line with their SLAs.
The benefits of Jira Service Desk
- Collaboration. Jira Service Desk brings support and development teams together on a single platform to promote collaboration. As a result, user tickets are escalated (and therefore processed) more quickly to the operational level.
- Intelligent request management. Requests from different channels are sorted, grouped and classified intelligently by the software.
- Free version. Take advantage of a free version for 3 agents, with a host of interesting features. A great way to get to grips with Jira Service Desk!
- Self-service portal. With the self-service portal, your teams can easily find answers to their questions. You can also use Confluence to build up your knowledge base.
- Reporting. Gather feedback from your customers and measure their satisfaction with the quality of your services with reports and metrics updated in real time.
- Integrations. Jira Service Desk integrates with Slack and Microsoft Teams. This enables you to collect team requests directly and streamline company processes.
- SLAS. Configure advanced SLA metrics within the tool. Feedback rules are automated to ensure compliance.
Our opinion of Jira
Jira Service Desk is an excellent ticketing tool for IT support teams. And with good reason: you benefit from all Jira's expertise!
What's more, this platform supports team collaboration and user autonomy in resolving some of their problems, so you can always improve the fluidity and efficiency of your processes.
JIRA Service Management
Clarilog
Clarilog is a complete ITAM/ITSM solution for managing all your IT assets.
It includes a helpdesk tool for handling incident tickets, bugs, etc.
Clarilog benefits
- Functional coverage. Clarilog's functional coverage is perfectly aligned with the specific needs of IT asset management:
- incident, request and problem management,
- links between tickets and CMDB equipment,
- management of service level agreements (SLAs),
- escalation management, etc.
- Knowledge base. Create your own knowledge base so that your agents don't have to ask the same questions over and over again.
- Compliance with ITIL standards. The solution is built to take into account the best incident management practices dictated by the ITIL standard.
- Security. Clarilog focuses on the security of its solution and the protection of your data, notably through an alert system that prevents malicious connections.
Our verdict on Clarilog
Clarilog is perfect for resolving IT incident tickets, with all that this entails in terms of service level agreements and compliance with ITIL processes.
What's more, using this software increases the satisfaction of both your agents and your users, and helps CIOs make better decisions.
ClariLog
Crisp
Crisp, Made in France software, helps small and medium-sized businesses manage their tickets.
At the same time, it emphasizes its commitment to humanizing customer relations, putting the customer back at the heart of the company's concerns.
Crisp benefits
- Shared inbox. Crisp integrates a shared inbox that brings together requests from a variety of channels (teams, social networks, Live Chat, WhatsApp, etc.) to process them in real time and increase transparency within the department.
- Integrations. Benefit from APIs and integrations with third-party tools to build a working environment tailored to your needs.
- Functionality. More than just managing customer requests, Crisp is also :
- a CRM for centralizing customer data,
- an emailing solution for your communication campaigns,
- a chatbot that provides service even when teams are not working.
- Collaboration. The software is designed to connect the company's various departments and support collaboration. It supports not only customer support, but also sales teams (sales pipeline automation) and marketing (message targeting, for example).
- Knowledge base. Thanks to a knowledge base, your users can find answers to their questions on their own. This frees up your teams' time, allowing them to concentrate on higher value-added tasks.
Our verdict on Crisp
Crisp is a good software package for small and medium-sized businesses that want to maintain an effective link with their customers, whether through support, sales or marketing.
With its shared inbox, teams collaborate more effectively, and all information is centralized to deliver the best possible customer experience.
All this at attractive rates and with a user-friendly interface that's easy to learn.
Crisp
Freshservice
Freshservice software is the ITSM counterpart to Freshdesk, developed by Freshworks for IT support in companies of all sizes.
The ticketing system collects requests from a variety of channels, including e-mail, the self-service portal, the telephone or even requests made in person.
The benefits of Freshservice
- Functional coverage. Freshservice brings together all the functionalities expected of a good service desk software based on ITIL principles (incident management, SLA management, etc.).
- Flexibility. The tool is flexible and scalable. As such, it can be adapted to organizations operating via legacy systems in the hybrid cloud model, as well as to those using the cloud only.
- Automation. Benefit from a high level of automation to develop your workflows (without code), avoid unnecessary repetitive tasks and thus save time for your staff.
- AI. Freshservice AI technology contextualizes tickets and makes intelligent classifications.
- Intuitiveness. The solution's intuitive interface makes it easy for both users and agents to get to grips with.
- Integrations. Freshservice integrates with numerous third-party applications available on the Freshworks marketplace. So you can build a platform that's right for you.
Our verdict on Freshservice
Freshservice is sure to appeal to IT support teams, as Freshworks' expertise in ticketing software is well established.
Its user-friendly interface, high degree of automation and no-code feature will appeal to teams looking for a solution that's easy to deploy and use, but which will also boost their performance tenfold!
Freshservice
LiveAgent
LiveAgent support software brings together in a single inbox all messages distributed via various communication channels. It therefore also works on the principle of a single messaging system from which tickets are allocated and classified.
LiveAgent is suitable for all types of business.
LiveAgent benefits
- Communication and collaboration. The solution focuses on collaboration and communication between agents. For example, you can create shared internal notes to streamline the transmission of information within the company.
- Chat. LiveAgent features a high-performance chat function, accessible via a simple widget, for effective interaction with your customers. Bonus features include CRM integration and automatic chat routing.
- Telephone support. The software also manages call centers, with advanced features such as IVR, incoming and outgoing calls, and call recording.
- Integrations. LiveAgent integrates with over 200 common solutions on the market to better adapt to your service (Salesforce, WordPress, Prestashop, etc.).
Our verdict on LiveAgent
LiveAgent proves particularly comprehensive for companies looking to improve their support and customer service. A special mention goes to its well-designed chat.
This makes LiveAgent a good choice for all types of companies, especially smaller ones, who can take advantage of a comprehensive package for just €13/agent/month.
LiveAgent
Zoho Desk
Zoho and its many CRM, collaboration, human resources management and other software products are well known. The publisher has also developed its ticket management tool: Zoho Desk, for handling conversations with your customers.
Zoho Desk is designed for companies of all sizes and in all sectors.
The benefits of Zoho Desk
- Community creation. The software enables the creation of communities and knowledge bases to help users find their own solutions to problems.
- Automation. Zoho Desk promises a high level of automation to avoid repetitive manual actions and guarantee greater fluidity in your processes.
- Customization. To build the solution that's right for you, connect the software to numerous tools (Salesforce, Jira, Pipedrive, etc.), including those in the Zoho suite. You can also create your own applications using the SDKs.
- Dashboards. Thanks to dashboards and reports, you can obtain timely data, track agent performance and improve customer loyalty.
- Artificial intelligence. The presence of Zia artificial intelligence enhances customer satisfaction. This technology can :
- answer customer questions,
- analyze the sentiment of each ticket (positive sentiment, for example),
- assign tags to tickets, etc.
- Free version. Zoho Desk offers a free version for three agents, including a few basic functions. Ideal for testing the solution and understanding its promises.
Our opinion of Zoho Desk
Zoho Desk is a highly efficient program with a pleasant, intuitive interface. Thanks to its artificial intelligence system, it is at the cutting edge of technology, with the aim of offering the best experience to your customers while reducing ticket resolution time.
Special mention must be made of its high degree of customizability and scalability, enabling it to effectively support your company's transformation.
Zoho Desk
Which are the best free or paid ticketing tools? Compare at a glance
| Software | Type of user | 3 key features | Entry price |
| Clarilog | Companies of all sizes | Incident management, automated inventory, knowledge base | Price on request |
| Crisp | Companies with 2 to 250 employees | Live chat, ticket management, multi-channel integration | Free version available; paid offers from €25 per month |
| Followme | Companies with 251 to 5000 employees | Ticket management, SLA tracking, advanced reporting | From €560 per year |
| Freshdesk | Companies with 2 to 5000 employees | Multi-channel management, workflow automation, self-service portal | Free version available; paid offers from $15 per user per month |
| Freshservice | Companies of all sizes | Incident management, asset management, process automation | Price on request |
| Jira Service Management | Companies of all sizes | Incident management, change management, DevOps integration | Free version available for 3 agents; paid offers start at $20 per agent per month |
| LiveAgent | Enterprises of all sizes | Multi-channel support, live chat, knowledge base | Free version available; paid offers from €15 per agent per month |
| monday.com | Companies of all sizes | Project management, ticket tracking, task automation | From €9 per user per month |
| Service Cloud | Companies with 2 to 250 employees | Ticket management, integrated artificial intelligence, CRM integration | From €75 per user per month |
FAQ on ticketing software: we've got the answers to your questions
1. What is ticketing software?
Ticketing software is a tool for centralizing and managing requests from customers or internal teams in the form of tickets. It ensures organized follow-up, avoids oversights and improves the responsiveness of the department concerned.
2. How does ticketing software work?
When a user encounters a problem or has a request, he or she creates a ticket via a form, email or chat. This ticket is then assigned to the right person, who takes charge of it, updates its status and closes it once it has been resolved. Automation features speed up certain steps and make it easier to manage priorities.
3. Why use ticketing software?
Because managing requests via email or Excel files often ends in chaos. Good ticketing software offers :
- Better organization thanks to centralized tracking of requests.
- Save time with intelligent automation.
- Improved customer or in-house satisfaction thanks to faster responses.
- Statistics to analyze performance and optimize processes.
4. Is ticketing software only for large companies?
Absolutely not! SMEs, startups and even freelancers can benefit. As soon as there are requests to process and a need for structure, a ticketing tool becomes an invaluable ally.
5. What's the difference between ticketing software and a helpdesk?
Ticketing software focuses on managing requests, while a helpdesk generally offers broader functionalities such as a knowledge base or live support. A helpdesk can be seen as a more complete version that includes ticketing.
6. What are the essential features of ticketing software?
Good ticketing software should include :
- Intuitive ticket management with clear status tracking.
- Multi-channel support (email, chat, telephone, social networks).
- Automated ticket assignment and resolution.
- Dashboards and reports to monitor performance.
- Management of priority levels and response times (SLAs).
7. How much does ticketing software cost?
Prices vary according to features and number of users. There are free solutions for simple needs, while more advanced options are often offered on a monthly subscription basis.
8. Is ticketing software secure?
Yes, and it should be! A good tool should offer :
- Data encryption to guarantee confidentiality.
- Access control with roles and permissions.
- Compliance with regulations such as RGPD.
9. How can ticketing software be integrated with other tools?
The best ticketing software integrates easily with CRMs, messaging platforms, project management tools and much more. Some offer native integrations, while others offer APIs for custom connections.
10. Can ticket management be automated?
Yes, and it's a real added value. For example, automation enables you to :
- Automatically classify and assign tickets to the right contacts.
- Trigger predefined responses to recurring questions.
- Manage escalations in the event of delays or emergencies.
11. What's the difference between ticketing software and ITSM?
Ticketing is a component of ITSM (IT Service Management), which goes further by integrating incident, problem, IT asset and change management. While ticketing is a tool, ITSM is a genuine IT service management methodology.
12. Is it possible to use ticketing software in-house?
Absolutely! Beyond customer service, many internal teams (HR, IT, maintenance, logistics) use ticketing solutions to streamline the management of internal requests.
So how do you choose the right ticketing software?
As you can see, the first criterion to consider is the nature of your needs. Indeed, some tools are geared towards employee service, and are used to report bugs and incidents. They are generally integrated into a more global ITSM system.
Others are aimed at customer service, and can be coupled with a CRM to manage all customer relations.
Then there's the obvious question of cost. That's why we recommend that you calculate the ROI that the selected ticket management software will bring you. A company with a small number of customers will opt for a solution that may be less feature-rich, but with an attractive subscription price. Larger organizations will consider a more powerful tool capable of addressing all their issues.
Finally, take into account the possibility of integration with third-party software, such as your CRM. And for good reason, the primary objective of ticketing tools remains to save time, conditioned by the fluidity of all your agents' processes. ✨
Article translated from French
Currently Editorial Manager, Jennifer Montérémal joined the Appvizer team in 2019. Since then, she's been putting her expertise in web copywriting, copywriting and SEO optimization to work for the company, with her sights set on reader satisfaction 😀 !
Trained as a medievalist, Jennifer took a break from castles and manuscripts to discover her passion for content marketing. She took away from her studies the skills expected of a good copywriter: understanding and analyzing the subject, rendering the information, with a real mastery of the pen (without systematically resorting to a certain AI 🤫).
An anecdote about Jennifer? She distinguished herself at Appvizer with her karaoke skills and boundless knowledge of musical nanars 🎤.