The desire for a more improved means to provide customers with efficient and effective support services from technical staff brought the incorporation of ticketing systems in organizations. A ticketing system is a software program used by technical support to manage, compile, access, and attend to all customer’s complaints. Let’s learn about ‘Where Can I Get A Ticketing System From?’.
Where Can I Get A Ticketing System From?
Several organizations have come up with new and improved methods to track customers’ reports about their products and services and the solution to the problems at the click of a few buttons. How to get a ticketing system that will serve your organization? This article will look at ticketing systems considering each system’s uniqueness and capabilities.
Features Of A Ticketing System
No matter how small your organization may be, to get a ticketing system that will serve you efficiently, look out for the following features:
- The system must be able to incorporate information from the different channels used by your customers in logging their requests. This will serve the stress of having to go through various files or channels to track a customer request. Communications through live chat, social media handles, email, messaging, and calls should be linked to a central source for quick access.
- The system should allow for the categorization of issues. This will enable the support team to serve smarter and faster by channeling complaints to the best support staff to handle them instead of keeping a customer on hold for too long or giving a wrong solution.
- The system should allow for tracking and measuring the quality of work done by each support staff and the duration spent solving a particular technical problem. This will give the organization insight into areas that need to be improved.
- A good ticketing system should integrate knowledge-based management to allow customers to serve themselves without waiting for support staff to respond to their emails or calls. This will enhance quick service delivery.
These are the basics you can look out for. Let’s briefly look at the benefits of a ticketing system.
Benefits Of A Ticketing System
The importance of a ticketing system in an organization that has customer satisfaction at heart can’t be ignored.
- It serves time and enhances productivity. With the proper implementation of a ticketing system, support staff will not have to spend time figuring out solutions to customers’ needs per time but can access previous complaints to similar issues and offer professional advice on time.
- It helps support staff to create a profile for their customers. This will give insight into customers’ needs and frequency of contact with the organization. With this, it will be possible to make recommendations where necessary and also serve customers in a more relatable manner.
- It gives the company insight into areas of improvement in its products and services.
- It enhances collaboration among the technical team. They can all access issues each staff is trying to resolve and contribute professional advice to make the process faster. It also gives insight into what each staff is doing.
Let’s delve into where ticketing systems can be found.
Where To Get A Ticketing System?
Here are a few places to obtain quality ticketing systems that will serve you effectively.
Zendesk
Zendesk is a trusted brand when it has to do with building software that will enhance communication between organizations and customers. Their ticketing system doesn’t only enhance effective communication with customers across different channels from anywhere but allows for the support team to work collaboratively for increased output. Zendesk interface has a customized platform that can be used by management to track the team’s progress and also a tracking system to handle each issue raised by the customers or resolved by the team. To use Zendesk you can subscribe to its 14 days free trial to analyze its interface or by any of its 4 plans. Zendesk can serve any business sphere and size of organization conveniently.
Zendesk Ticketing System Plans
Suite team – $49 per month for each user.
Suite Growth – $79 per month for each user.
Suite Professional – $99 per month for each user.
Suite Enterprise – $150 per month for each user.
Zoho Desk
Like, Zendesk, Zoho Desk designs its tinkering system to serve small-size businesses with its Zoho CRM built to serve all business sizes. If you are an existing customer you can bring all its products and services into the same channel for easy access. Zoho is known for updating its features at regular intervals. It has an inbuilt knowledge-based system that enhances customers to find solutions to their problems by themselves. To test the interface you can use its 15 days free version or any of its three paid plans.
Standard – $20 per month for each user.
Professional – $35 per month for each user.
Enterprise – $50 per month for each user.
Fresh Desk
This system is designed basically for small businesses and they are less expensive. Its trial version runs for 21 days. The highest plan of Fresh Desk allows the technical team to access a central dashboard, build their social strength, and a chatbot. With the use of Fresh Desk, organizations are served from paying extra for staff training as this is handled by the Fresh Desk Academy. Some of its unique features include automation, a marketplace app, a custom ticket view, etc. Their packages are:
Growth – $15 per month for each user.
Professional – $49 per month for each user.
Elite – $79 per month for each user.
Happy Fox
Happy Fox has an easy-to-use interface that doesn’t warrant much training before it can be utilized. The system is designed for small and medium-scale businesses. Some of its features are basic reporting, knowledge-based, email mapping, and automation. Sadly, Happy Fox has no trial version like other ticketing systems and has limited functions. You can choose from any of the plans below:
Mighty – $39 per month for each user.
Fantastic – $59 per month for each user.
Enterprise – $79 per month for each user.
Enterprise Plus – $99 per month for each user.
Help Scout
Help Scout can serve over 500 users at a time. Some of its features include live chat on the site, ticket prioritization, multiple-channel communication, and a knowledge base. The interface is designed to serve large firms and organizations that are based on technology and recruitment. It has 15 days trial period or you can proceed to get any of its plans below:
Standard – $20 per month for each user.
Plus – $35 per month for each user.
Company – $60 per month for each user.
Live Agent
Live Agent as the name implies gives you a feel of viewing real-time typing on the website during the conversation. It allows the team to monitor their site for engagements. The support team can collate tickets from different channels to a central inbox. It is 14 days trial that gives access to ticketing tools and the customer portal. Some of its distinctive features are unlimited email addresses, access to the help portal and forums, access to ticket history, and customer service. Their ticketing plans are:
Ticket – $15 per month for each user.
Ticket plus chat – $29 per month for each user.
All-inclusive – $49 per month for each user.
KB Support
The ticketing system is designed for small organizations across all industries. With their plugin you can integrate support tickets from web forms, access ticket status, set up preset replies, and knowledge base for self-service. There is no trial plan in KB support. You can buy any of its 3 plans below:
Starter – $74 per year for each user.
Professional – $102 per year for each user.
Enterprise – $150 per year for each user.
Hubspot Service Hub
This is an all-inclusive ticketing system that can serve any class of business. The system allows agents to prioritize tickets and also automate their workflow. They can incorporate their experience across different channels into a central spot. You can try its services for 14 days or proceed to get its prepaid plans:
Service hub starter – $45 per month for two users.
Service hub Professional – $360 per month for five users.
Service hub Enterprise – $1200 per month for ten users.
Each of the plans allows you to pay for an extra user.
Front
The Front ticketing system is designed to serve starters, e-commerce sites, and innovative SAAS companies. Front promotes teamwork among the support staff as they are all connected to a central inbox which allows them to tackle issues before addressing a customer. Each agent can have access to whatever a colleague is working on. You can choose from any of the two plans below.
Starter – $19 per month for each user (minimum of 2)
Prime – $49 per month for each user (minimum of 5)
Conclusion
No matter how large or small your organization is, you will find a ticketing system tailored to it. Getting a good ticketing system for your organization doesn’t only serve you time or enhance your staff productivity but finances. It rules out the issue of employing multiple staff to handle each aspect of the work as there is an automation of previous solutions to a central database that is readily available.
Frequently Asked Questions
- Which of the ticketing system is the best?
Each of the systems mentioned above is unique in its way. The best ticketing system is one that can conveniently serve your organization. Read up about each to make an informed decision based on your organization’s need.
- What is the best way to utilize your ticketing system?
Human resources are key to how functional a system is. To make the most of your ticketing system invest in human resource development on the use of the system and incorporate the knowledge-based system for faster service delivery.
