The 11 best ticketing software applications for reenchanting the customer and employee experience
There are many ticketing software packages on the market, and choosing the one that's right for you can quickly become a headache.
Don't panic, Appvizer is here to help you. Whether you're looking for an IT helpdesk or a tool to improve the management of your customer service, you'll find a solution aligned with your needs... but also with your wallet! 💸
Comparison table of the 11 best ticketing software packages
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 monday.com |  Freshdesk |  Zoho Desk |  Zendesk |  Service Cloud |  Followme |  JIRA Service Management |  ClariLog |  Crisp |  Freshservice |  LiveAgent |
|---|---|---|---|---|---|---|---|---|---|---|
| For all companies | For companies with 2 to 5000 employees | 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 | See software | See software |
| Learn more about monday.com | Learn more about Freshdesk | Learn more about Zoho Desk | Learn more about Zendesk | 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 deal with requests (bug fixes, for example) from users. Each report is logged in the form of a ticket and assigned to the appropriate employee(s) for resolution.
Today, however, the solutions used in customer service activities are also considered to be ticketing software.
Consequently, our selection will cover both types of needs:
- employee/user services
- those of customer services.
We have also made a point of presenting platforms incorporating the essential features of any good ticketing software. These include
- management of requests from different channels (chat, email, telephone, etc.),
- ticket management (creation, personalisation, allocation, etc.),
- workflow automation,
- knowledge base,
- analysis and reporting.
Check out our comparison without further ado! 👇
monday.com
monday.com is a flexible, integrated work management platform, designed in particular to optimise the tracking of customer support tickets. It centralises all customer requests and improves operational efficiency thanks to its robust, customisable features.
Every member of the team knows exactly what they need to do, when they need to do it, and how they can collaborate with their colleagues, on an intuitive and customisable interface.
The benefits of monday.com
- Centralisation of tickets: 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 enabling customised integrations with over 200 applications and advanced process automation, crucial for managing support tickets.
- Automation of tasks and tickets, with automatic assignment of tickets, and management of notifications, reminders, and much more, making it easier to manage without constant manual intervention.
- Improved collaboration:
- centralised communication: comments and @ mentions directly on tasks and projects avoid loss of information.
- real-time task tracking: each team member can follow the progress of tickets and projects, ensuring better coordination.
- Data visualisation, with customisable dashboards, to analyse 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 optimise their project management and improve collaboration, while offering a robust ticketing solution. Its flexibility, automation and numerous integrations make it particularly well suited to dynamic and constantly changing work environments.
In short, monday.com offers a powerful and intuitive platform for centralising and efficiently 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 centralises all the interactions between the company and its customers in a single tool, making it easier for customers to deal with their issues and encouraging collaboration between support teams.
The benefits of Zendesk
- Centralisation of information. The promise of Zendesk? To stay in touch with your customers. It therefore brings together in a single interface requests collected from a wide range of channels (chat, telephone, email, social networks, etc.). It also centralises 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,
- automatic responses based on AI,
- easy configuration of workflows,
- data and file storage, etc.
- Personalisation. Zendesk focuses on personalising the customer experience. With its Sunshine tool, which brings together 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. Use the dashboards to analyse your teams' performance and identify potential areas for improvement.
- Databases. By integrating a database into the platform, you can share support content (FAQs, for example) with your customers as well as 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 more fluid. As a result, your customers are given the image of a company that is available, attentive and professional.
However, performance comes at a price, and the software can be a bit expensive for some SMEs.
Zendesk
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 centralises 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 can quickly identify and eliminate silos while analysing every customer interaction (first click, last purchase, etc.) to continually improve your service.
- Its ultra-complete customer management functionalities powered by AI. These services enable you to:
- interact with customers on their preferred channels,
- respond more quickly to customer needs thanks to automated workflows,
- turn your agents into call centre agents to generate more revenue, and much more!
- Its reputation and RGPD certification. Service Cloud is published 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 monitoring tool. Keep track of 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:
- personalised support across all digital channels, including SMS and social networks,
- automation of redundant administrative tasks,
- integrated ticketing tool and personalised helpdesk creation, and much more!
Our opinion of Service Cloud
If you choose a tool like Service Cloud, you'll benefit from ultra-complete, AI-powered functionalities and an impeccable support service.
What's more, the software offers a free 30-day 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 organisations.
Its promise? To consolidate all interactions with your customers and make it as easy as possible to deal with their requests.
The benefits of Freshdesk
- Functional coverage. Freshdesk has extensive functional coverage to help you improve 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: email, social networks, WhatsApp, telephone, etc. into its system. It is also possible to deploy AI-based chatbots to help customers resolve their problems.
- Automation. Freshdesk artificial intelligence technology guarantees the automation of many operations:
- answering recurring questions
- transforming requests into tickets
- ticket processing (based on predefined scenarios),
- performing recurring tasks, etc.
- Service organisation. This software supports the organisation of support teams and service improvement:
- 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, it meets a variety of requirements and is suitable for all budgets.
Our opinion of Freshdesk
With Freshdesk, you can be sure of boosting the performance of your support teams by improving day-to-day organisation and saving time through automation. The result: greater customer satisfaction.
What's more, this solution is suitable for all types of business, as there is a range of different packages, including one at €18 for small organisations that don't have too many customers.
Freshdesk
Followme
Followme is a ticket management tool specially designed to meet the requirements of property managers, facility managers and those responsible for the working environment.
With a user-friendly interface that can be accessed from any web browser (Chrome, Edge, Safari, Firefox, Opera) on a PC, smartphone or tablet, it offers comprehensive incident management and rigorous tracking of interventions.
The benefits of Followme
- A complete and efficient service desk manager. The manager centralises and prioritises all requests, automatically filtering requests while dealing directly with the building's usual service provider. For each site, he can record the service provider contracts and update the status of current requests in real time, and share this information with his colleagues.
- Automation. Followme offers a number 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.
- Customised administration dashboard. You define the catalogue of activities (plumbing, electricity, heating, etc.) and customise it by site with customised workflows.
- Centralised collection of occupant requests. The occupant logs on to Followme to report a problem or request a service, completes the personalised form, adds a photo, locates the problem on a map and validates the request. They are then notified of progress and can follow up in real time. They can add comments, documents or photos at any time.
- Interfaces and synchronisation. You can synchronise Followme with your business software or service providers' CMMS and activate SSO single sign-on with your Exchange corporate directory. You can also generate alerts from qr-codes, NFC badges and connected objects.
- Security. Followme is hosted in the cloud in several secure data centres in France and Germany. It is equipped with security systems against cyber threats and data replication on remote sites, as well as being RGPD compliant.
Our opinion of Followme
Followme is undoubtedly a benchmark in real estate ticketing software. It offers a wide range of customised and automated functions, as well as being accessible from anywhere via an intuitive mobile application. It is scalable and can be set up quickly and easily using predefined parameter templates.
What's more, despite its wealth of functions and highly responsive technical support, Followme remains affordable, with prices starting from €520 ex VAT/month/manager. A good point for growing companies looking to optimise their ticketing management.
Followme
Jira Service Desk
Let's take a look at what's going on in the IT helpdesk sector, with Jira (which needs no introduction!), software developed by Atlassian.
This famous development solution also includes a ticket management service: Jira Service Desk. The aim? To enable all businesses 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 operational staff.
- 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 lots 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.
- Reports. Gather feedback from your customers and measure their level of satisfaction with the quality of your services using reports and metrics updated in real time.
- Integration. Jira Service Desk integrates with Slack and Microsoft Teams. This means you can collect team requests directly and streamline company processes.
- SLAS. Configure advanced SLA metrics on the tool. The reporting 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 collaboration between teams and users' 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.
The benefits of Clarilog
- 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, in particular through an alert system that prevents malicious connections.
Our opinion of Clarilog
Clarilog is perfect for resolving tickets relating to IT incidents, 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 IT Departments make better decisions.
ClariLog
Crisp
Crisp, Made in France software, helps small and medium-sized businesses manage their tickets.
At the same time, it emphasises its desire to humanise the relationship with customers, putting them back at the heart of the company's concerns.
The benefits of Crisp
- Shared inbox. Crisp integrates a shared inbox that brings together requests from a variety of channels (teams, social networks, Live Chat, WhatsApp, etc.) so that they can be processed in real time, thereby increasing transparency within the department.
- Integrations. Take advantage of APIs and integrations with third-party tools to build a working environment tailored to your needs.
- Functionality. As well as managing customer requests, Crisp is also :
- a CRM for centralising customer data,
- an emailing solution to carry out your communication campaigns,
- a chatbot that provides service even when your teams are not working.
- Collaboration. The software is designed to connect the company's various departments and support collaboration. It therefore supports not only customer support, but also the sales teams (sales pipeline automation) and marketing (message targeting, for example).
- Knowledge base. By setting up a knowledge base, your users can independently find answers to their questions. This frees up your teams' time, allowing them to concentrate more on higher added-value tasks.
Our opinion of Crisp
Crisp is a good piece of software for small and medium-sized businesses that want to maintain effective links with their customers, whether through support, sales or marketing.
With its shared inbox, teams can work together more effectively and all information is centralised to provide the best possible customer experience.
All 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 features expected of a good service desk software package based on ITIL principles (incident management, SLA management, etc.).
- Flexibility. The tool relies on its flexibility and scalability. This means it can be adapted to organisations operating via legacy systems in the hybrid cloud model, as well as to those using only the cloud.
- Automation. Take advantage of a high level of automation to develop your workflows (without code), avoid pointless repetitive tasks and therefore save staff time.
- AI. Freshservice AI technology contextualises tickets and makes intelligent classifications.
- Intuitiveness. The solution offers an intuitive interface to make it easy for users and agents to learn.
- Integration. Freshservice integrates with numerous third-party applications available on the Freshworks marketplace. So you can build a platform that suits you.
Our opinion of Freshservice
Freshservice will appeal to IT support teams, because Freshworks' expertise in ticketing software is well established.
Its user-friendly interface, high level of automation and no code will suit teams looking for a solution that's easy to deploy and use, but that will also boost their performance tenfold!
Freshservice
LiveAgent
LiveAgent support software brings together in a single inbox all the messages distributed via the 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.
The benefits of LiveAgent
- Communication and collaboration. The solution focuses on collaboration and communication between agents. For example, you can create shared internal notes to facilitate the transmission of information within the company.
- Chat. LiveAgent features a high-performance chat facility, accessible via a simple widget, for effective interaction with your customers. As a bonus, it includes some interesting features: integration with CRM, automatic chat routing, etc.
- Telephone support. The software also manages call centres, with advanced features such as IVR, inbound and outbound calls and call recording.
- Integrations. LiveAgent integrates with more than 200 common solutions on the market to better adapt to your service (Salesforce, WordPress, Prestashop, etc.).
Our opinion of LiveAgent
LiveAgent is particularly comprehensive for companies looking to improve their support and customer service. A special mention goes to its well-designed chat.
This makes it a good software package for all types of businesses, especially smaller ones, which can take advantage of a fairly comprehensive package for just €13/agent/month.
LiveAgent
Zoho Desk
Zoho and its wide range of CRM, collaboration, human resources management and other software products need no introduction. The publisher has also developed its ticket management tool: Zoho Desk, for handling conversations with your customers.
Zoho Desk is designed for businesses of all sizes and in all sectors.
The benefits of Zoho Desk
- Creation of communities. The software allows the creation of communities and knowledge bases to help users independently find solutions to problems encountered.
- Automation. Zoho Desk promises a high level of automation to avoid repetitive manual actions and ensure your processes run more smoothly.
- Customisation. To build the solution that suits you best, 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, monitor the performance of your agents and improve customer loyalty.
- Artificial intelligence. The presence of Zia artificial intelligence increases customer satisfaction. This technology is capable of :
- answer customers' questions
- analyse 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 effective piece of software 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 the time taken to resolve tickets.
Special mention should be made of its high degree of customisation and scalability, which means it can effectively support the transformation of your business.
Zoho Desk
What 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 packages 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 packages from $15 per user per month |
| Freshservice | Companies of all sizes | Incident management, asset management, workflow automation | Prices on request |
| Jira Service Management | Companies of all sizes | Incident management, change management, DevOps integration | Free version available for 3 agents; paid offers from $20 per agent per month |
| LiveAgent | Companies of all sizes | Multi-channel support, live chat, knowledge base | Free version available; paid packages 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 centralising and managing requests from customers or internal teams in the form of tickets. It ensures organised 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, they create 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 stages and make it easier to manage priorities.
3. Why use ticketing software?
Because managing requests by email or via Excel files often ends in chaos. Good ticketing software offers :
- Better organisation thanks to centralised tracking of requests.
- Save time with intelligent automation.
- Improved customer or internal satisfaction thanks to faster responses.
- Statistics to analyse performance and optimise processes.
4. Is ticketing software only for large companies?
Absolutely not! SMEs, start-ups and even the self-employed can benefit from it. 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, whereas a helpdesk generally offers broader functionalities such as a knowledge base or live support. The 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 functionality and the 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 the RGPD.
9. How can ticketing software be integrated with other tools?
The best ticketing software integrates easily with CRM, messaging platforms, project management tools and much more. Some offer native integrations, while others offer APIs for bespoke connections.
10. Can ticket management be automated?
Yes, and it's a real added value. For example, automation allows you to:
- Automatically classify and assign tickets to the right people.
- Trigger predefined responses for recurring questions.
- Manage escalations in the event of delays or emergencies.
11. What is the difference between ticketing software and ITSM?
Ticketing is a component of ITSM (IT Service Management), which goes further by integrating the management of incidents, problems, IT assets and changes. While ticketing is a tool, ITSM is a genuine IT service management methodology.
12. Can ticketing software be used in-house?
Absolutely! In addition to customer service, many internal teams (HR, IT, maintenance, logistics) use ticketing solutions to streamline the management of internal requests.
So how do you choose your ticketing software?
As you will have realised, the first criterion to consider is the nature of your needs. Some tools are geared towards employee service, and are used for reporting bugs and incidents. They generally form part of 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 issue of cost. That's why we recommend that you calculate the ROI that the ticket management software you choose will bring you. A company working with a small number of customers will opt for a solution that may be less feature-rich, but with an attractive subscription price. Larger organisations will consider a more powerful tool capable of addressing all their issues.
Finally, consider the possibilities for integration with third-party software, such as your CRM. And for good reason, the primary objective of ticketing tools remains saving time, conditional on making all your agents' processes more fluid. ✨
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 optimisation to work for the company, with her sights set on reader satisfaction 😀 !
A medievalist by training, Jennifer took a short break from fortified castles and other manuscripts to discover her passion for content marketing. She took away from her studies the skills expected of a good copywriter: understanding and analysing the subject, conveying the information, with a real mastery of the pen (without systematically resorting to a certain AI 🤫).
An anecdote about Jennifer? She stood out at Appvizer for her karaoke skills and her boundless knowledge of musical dreck 🎤.