Last Updated: September 2024
In the fast-paced world of customer support and service management, having an efficient email ticketing system is paramount.
In 2024, businesses are seeking streamlined solutions to manage their customer inquiries and requests seamlessly. To help you find the perfect email ticketing system for your organization, we’ve compiled a list of the 13 best options available.
Notably, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service. Thus, to improve your email-based customer support and ensure efficient tracking and resolution of emails, explore the leading email ticketing systems.
Email Ticketing Systems: List of Top 13
1) Saufter
Rating: 5/5
Pricing: Custom
Saufter.io is specialized software crafted to streamline and enhance your customer support experience.
Key Features
- Email Ticketing System: Saufter.io efficiently organizes customer emails into manageable tickets, preventing any information from slipping through the cracks.
- Automated Routing: Automatically directs emails to the appropriate support agents, ensuring speedy and accurate responses.
- Predefined Responses: It offers prewritten solutions for common customer queries.
- Multi-channel Integration: Saufter.io seamlessly connects with various communication channels.
- Knowledge Base: Construct and maintain a knowledge base, allowing your customers to find solutions independently.
2) ProProfsDesk
Rating: 4.8/5
Pricing: Free plan available; Team plan begins at $19.99/month.
ProProfs Desk is a software solution for customer support and email ticketing, meticulously crafted to facilitate seamless communication and cooperation between you and your clientele.
Key features
- Ticket Management: ProProfs allows you to create, assign, and track support tickets.
- Knowledge Base: Includes a customizable knowledge base to create and maintain articles, FAQs, and documentation.
- Live Chat: ProProfs Desk integrates live chat functionality, so you can assist visitors on your website, answer queries.
- Automation and Analytics: The system offers automation to help support teams do tasks more easily and quickly. It also gives you data and reports to see how well your support is doing.
3) HelpCrunch
Rating: 4.7/5
Pricing: You can get started for free while paid plans begin at $12/month.
HelpCrunch’s email ticketing software allows teams to handle multiple shared inboxes efficiently. It offers advanced features like team productivity analytics and comprehensive customer profiles.
Key Features
- Email Ticketing: Tickets can be assigned, tracked, and prioritized for efficient resolution.
- Live Chat Integration: Offers a live chat feature that can be seamlessly integrated into your website.
- Knowledge Base: Create and maintain a knowledge base with FAQs and articles.
- Multichannel Support: Support your customers across multiple channels.
4) Intercom
Rating: 4.5/5
Pricing: 14-day free trial; plans start from $74/month.
Intercom’s Engagement OS is a unified platform that combines customer messaging, automation, and ticketing to help you provide personalized and efficient customer support and engagement.
Key Features
- Multi-Channel Messaging: Engagement OS enables businesses to interact with customers across various channels, including email, chat, and social media.
- Ticket Creation: Simplifies the process of logging customer issues and converting messages into tickets.
- Ticket Collaboration: Facilitates team collaboration by allowing multiple members to work together.
5) LiveAgent
Rating: 4.5/5
Pricing: Opt for either a 7-day or a 30-day free trial, with paid plans starting at just $9 per month.
LiveAgent provides a modern email ticket system for teams. It has a “universal inbox” where team members can easily organize, assign, and solve customer issues from one place.
Meanwhile, the “hybrid ticket stream” lets teams track how customers’ issues are resolved on different channels.
Key Features
- Ticket Tagging and Organizing: LiveAgent allows easy categorization of tickets with tags.
- SLA Management: The system automates Service Level Agreements, monitors compliance, and provides alerts.
- Internal Notes: Support agents can collaborate using internal notes to share insights and context within the team.
- Live Chat: Enables real-time communication with website visitors.
6) Zoho Desk
Rating: 4.4/5
Pricing: 15-day free trial; subscription plans start from $14/month.
Zoho Desk enables your teams to offer support in multiple languages. The software’s ticketing system also gathers tickets from various sources, including social media, live chat, web forms, and phone calls.
Key Features
- AI-Powered Assistance: Zoho Desk incorporates AI-driven tools that can categorize and prioritize tickets automatically.
- Deep Customer Context: Zoho Desk provides a holistic view of each customer’s history and interactions.
- Sentiment Analysis: Automated sentiment scoring helps prioritize and address customer issues.
- Feedback Widget: Gather and act on customer feedback with customizable surveys.
7) Zendesk
Rating: 4.3/5
Pricing: 14-day free trial and the Basic plan is priced at $19/month.
For teams using various support channels and needing a single hub to manage customer interactions seamlessly across these channels, Zendesk is the ideal choice.
It’s particularly beneficial for large teams with many customers, offering a unified system that provides comprehensive context on past customer interactions.
Key Features
- Unified Inbox: Zendesk consolidates all customer emails and support tickets into a unified inbox.
- Real-time updates: Keeps you informed with instant updates on active tickets.
- Collaboration tools: Zendesk provides tools for team collaboration, enabling agents to work together effectively.
- Ticket assignment: Allows tickets to be assigned to specific team members.
8) Help Scout
Rating: 4.4/5
Pricing: Offers a free trial; plans begin from $20/month.
Help Scout offers an intuitive interface and includes vital features for effective team email handling, such as ticket routing, automation, analytics, response templates, and tagging.
Beyond ticketing, Help Scout provides a built-in knowledge base and live chat options, along with effortless integrations.
Key Features
- Shared Inbox: Manage customer emails and support tickets collaboratively.
- Rule-based automation: Set up rules based on specific conditions or criteria to automate actions.
- Response templates: Helpscout provides pre-written, customizable message formats for common customer inquiries.
9) Front
Rating: 4.7/5
Pricing: Begins at $19 per month for small teams and starts from $59 per month for larger organizations.
Front operates as a shared inbox, allowing you to manage your email conversations collaboratively.
Key Features
- Shared Inbox: Front centralizes all incoming emails into a shared inbox, accessible by multiple team members.
- Canned Responses: Use pre-written and customizable responses to address common inquiries efficiently.
- Live Chat: Engage with customers in real time through integrated chat functionality.
- Knowledge Content Management: Integrate and manage knowledge base content to assist customers with self-service support.
10) HappyFox
Rating: 4.6/5
Pricing: Provides pricing based on the number of agents and starts at $26/agent/month.
Established in 2011, HappyFox is a help desk solution designed to streamline vital ticketing processes. It excels in directing incoming emails to the appropriate team members, categorizing tickets based on various criteria, and automating repetitive tasks.
Key Features
- Private Notes: Enables internal communication among support agents within ticket threads.
- Ticket Assignment: Facilitates the allocation of tickets to specific agents or teams.
- Ticket Categorization: Organizes tickets into defined categories.
- Knowledge Base: Provides a repository of self-help articles and FAQs for customers to find answers independently.
- Chatbot Support: Utilizes AI-driven chatbots to automate responses.
11) Jitbit
Rating: 4.2/5
Pricing: The self-hosted pricing begins at $2199, while plans for SaaS start from $29/month.
JitBit, a widely used email-based ticketing system, streamlines ticket processing, allocation, and automation for teams.
Key Features
- Ticket Categorization and Tagging: Jitbit allows you to categorize and tag tickets, based on their type, urgency, or specific criteria.
- Ticket Status: Track tickets from open to resolved, ensuring no issue is overlooked.
- Email Templates: Jitbit offers customizable email templates for common customer queries.
- Collision Alerts: Prevents multiple agents from working on the same ticket simultaneously.
12) Freshdesk
Rating: 4.4/5
Pricing: Free plan available; support desk plans begin at $15/agent/month.
Freshdesk’s email ticketing system is a highly efficient and user-friendly customer support solution. It empowers you to seamlessly manage customer inquiries and support requests received via email.
Key Features
- Ticket Routing: Automatically route tickets to the appropriate agents.
- Categorization and Tags: Sort tickets into customized categories and tags.
- Multichannel Support: Handle customer inquiries email, chat, social media, and more, all within a unified platform.
- Customization: Tailor the email ticketing system to match your brand’s identity and workflow requirements.
13) Hiver
Rating: 4.6/5
Pricing: Starts at $15/month with a 7-day free trial.
Hiver’s standout feature lies in its capacity to infuse a human touch into customer interactions. Designed exclusively for Google Workspace and resembling the familiar Gmail interface, Hiver offers a user-friendly user experience.
Key Features
- Email Delegation: Hiver simplifies email delegation, allowing teams to assign emails to specific team members.
- Live Chat: Hiver offers live chat functionality, enabling real-time interactions with customers.
- Voice Call Support: Supports voice calls, providing an additional communication channel.
- Email Tags and notes: Categorize and organize emails using custom tags, and add internal notes.
Choose The Best Email Ticketing System
In conclusion, these 13 email ticketing solutions offer an array of features, from efficient ticket management and automation to in-depth reporting and analytics.
Feel free to thoroughly assess each platform before making your selection that aligns with your business needs. If you find yourself uncertain, we recommend exploring Saufter.
Its self-service portal, intelligent knowledge base, and automation capabilities have the potential to significantly enhance your customer support efforts.
