What is a Support Ticketing System: Everything You Need to Know

If you’re running a business, then you know that customer support is essential. You need to make sure that your customers can easily get in touch with you if they have any problems or questions.

This is where a support ticketing system comes in handy. In this blog post, we will discuss what is a support ticketing system and everything you need to know about them.

What is a support ticketing system?

A support ticketing system is a software application that helps businesses keep track of customer inquiries and complaints. It allows customers to submit help requests and then assigns the requests to the appropriate team members. 

The ticketing system also enables businesses to prioritize and manage customer requests, ensuring that each inquiry is addressed promptly. In short, a support ticketing system is a valuable tool for any business that wants to provide excellent customer service.

What are the benefits of a customer support ticket system?

Customer Support Ticket Systems are an excellent way for businesses to reach out and keep their customers happy. The benefits of these systems include: 

Provide extensive client service

Support ticketing systems are essential for streamlining customer queries and ensuring that they are routed to the appropriate team members. However, these systems can become even more powerful when combined with artificial intelligence.

AI can be used to resolve common queries automatically, freeing up your team to focus on more complex issues. 

In addition, AI can help to improve the overall customer experience by providing quick and accurate responses to customer inquiries.

As a result, incorporating AI into your support ticketing system is an effective way to boost productivity and improve the customer experience.

Deal with issues swiftly

Resolving customer service requests on time is essential for keeping them happy and loyal. However, without a robust ticketing system, agents may waste valuable time digging through existing tickets or passing unresolved issues around the team. 

This can result in customers waiting a long time for a resolution, which may make them question if you care and take their business elsewhere.

A good ticketing system can help to ensure that issues are resolved promptly and efficiently, preventing unnecessary delays and keeping customers satisfied.

Prevent issues

Support ticketing systems are essential for keeping customer inquiries from falling through the cracks. With a built-in case management system, agents can easily follow tickets through various stages: new, in-progress, closed, and every stage in between. 

This feature allows them to quickly see how long a case has been in the queue and determine whether they should follow up with the customer or a manager. As a result, support ticketing systems are essential for any company that values customer satisfaction.

A few feature lists are required for a support ticketing system

Transfer Ticket

Support ticketing systems are designed to give businesses and organizations a way to keep track of customer inquiries and issues. In most cases, tickets can be transferred from one agent or department to another. This feature can be helpful if the original agent is not able to resolve the issue or if the issue needs to be escalated to a higher level of support.

Email Piping

Email support is a critical part of any business’s customer service strategy. To provide timely and efficient responses to customer inquiries, it is important to have a system in place that can automatically import emails into the support ticketing system. 

This way, all customer inquiries can be routed to the appropriate team member and addressed in a timely manner. Additionally, this feature can help to ensure that no customer inquiry falls through the cracks. 

Tickets on Behalf of Users

By creating a ticket, agents can keep track of the user’s issue and ensure that it is resolved on time. Support ticketing systems often include a knowledge base, which can be used to store articles and FAQs that agents can refer to when resolving issues.

In addition, many support ticketing systems allow agents to chat with users in real time, which can be helpful for quickly resolving issues. 

Email Notification

In any customer service or support role, staying on top of email notifications can be crucial to providing a good experience. Depending on the software you’re using, you may be able to manage email notifications for a variety of events, including ticket creation, response, and closure. 

This feature can be a great way to make sure you’re only getting the notifications you need when you need them. In some cases, you may even be able to set up different notification rules for different team members, so everyone can stay up to date on what’s going on.

Agent Control

Support ticketing systems make it easy to manage your agent’s capabilities. You can view or provide support from anywhere and easily track and manage support requests.

Support ticketing systems also allow you to track agent performance and customer satisfaction easily.

Support ticketing systems are essential for any business that wants to provide excellent customer service.

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10 Best support ticketing systems in 2022

Support Genix

Support Genix is a WordPress plugin that simplifies the process of providing customer support. With this plugin, you can add a comprehensive support ticket system to your WordPress site.

Support Genix streamlines the process of ticket creation and management, so you can focus on providing the best possible service to your customers. 

When a customer creates a ticket, Support Genix automatically notifies the appropriate staff member and provides all necessary information for resolving the issue. In addition, Support Genix includes a knowledge base feature that allows you to provide self-service options for common issues.

Moreover, agents can utilize the system to create tickets on users’ behalf and reply to their inquiries regarding the service. This support ticketing system could be a practical approach to speed up the process of offering customer care.

The system also offers a wide range of capabilities that might assist companies in enhancing their customer service operations.

Key Features

• Unlimited Tickets
• Unlimited Agents
• Unlimited Customers
• Tickets on Behalf of Users
• Easy Email Handling
• Elite Licenser Integration
• Webhook

Pricing- Support Genix offers cost-effective and simple services for small and medium enterprises.

Yearly plan–

• Personal for $29 (1 website)
• Developer for $59 (5 websites)
• Agency for $89 (100 websites)

Lifetime Plan-

• Personal for $59 (1 website)
• Developer for $99 (5 websites)
• Agency for $149 (100 websites)

HappyFox

HappyFox is a helpdesk and customer support software solution that helps organizations reduce chaos and bring order to their support process. HappyFox’s robust support ticket system, self-service knowledge base, and community forums help organizations streamline their support process, improve customer satisfaction and reduce support costs. 

In addition, this support software is easy to use and provides a holistic view of the organization’s support process, making it an essential tool for organizations of all sizes.

One of the things that HappyFox offers is canned actions. Canned actions are pre-written scripts that can be used to automate repetitive tasks. This task can help improve efficiency and accuracy, as well as reduce the time employees need to spend on these tasks. 

HappyFox also offers satisfaction surveys, which help businesses to measure customer satisfaction and identify areas for improvement. In addition, HappyFox offers several other features, such as task management and workflow automation, that can help businesses to improve their operations.

Key Features:

• Ticketing System
• Canned Actions
• Knowledge Base
• Automation
• Task Management
• Satisfaction Survey

Pricing:

Agent-Based Pricing-

• The Monthly plan starts from $39
• The Annual plan starts from $29

Unlimited Agents Pricing- 

• The Annual plan starts from $1499/month

Support Candy

Support Candy is a popular WordPress ticketing system that has been around for many years. It is known for its simplicity, security, and abundance of features. Support Candy aims to provide a complete helpdesk solution for WordPress websites of all sizes. 

The support plugin is regularly updated with new features and improvements, making it an essential tool for any WordPress site that relies on customer support. With Support Candy, you can easily resolve customer issues with efficient communication between agents. 

Support Candy makes it easy to keep track of all your customer support activities in one place. Create a ticket on the customer’s behalf and get notified when something changes. It also offers 16+ custom field types to help you segment and organize your data. 

Additionally, Support Candy helps you stay up to date with what’s going on with your website. It also allows you to choose what kind of email notifications you would like to receive.

You can also set the working hours during which you would like to receive email notifications. Finally, support Candy is GDPR Compatible and has a Google reCaptcha integration.

Key Features

• Unlimited number of tickets
• Unlimited number of agents
• Advanced custom filter and search functionality
• Saved filters for customers and agents
• Private notes for internal communication of agents
• Agents can create a ticket on the customer’s behalf
• 16+ Custom field types

Pricing

• Starter Plan for $59
• Econom Plan for $109
• Standard Plan for $149 

KB Support

KB Support is the perfect WordPress Plugin for providing support and Help Desk services to your customers. From the very moment you activate it, KB Support will provide you with the features you need to support your customers perfectly.

You can be sure that your agents will be able to handle any customer queries with ease, thanks to the intuitive and user-friendly interface. 

With KB Support, you can ensure that you’re providing your customers the best possible support experience. Thanks to KB Support, you can focus on what matters most – running your business.

KB Support’s Knowledge Bases are designed to be used by both customers and agents, providing a self-service option for customers and a reference tool for agents.

This support tool includes a wide range of articles, how-tos, troubleshooting tips, and FAQs that cover all aspects of using your product. 

KB Support is constantly expanding and evolving, with new articles and updates added regularly. This Support plugin is an essential part of providing a comprehensive support experience for your customers.

Key Features

• Easily manageable submission form
• Sequential ticket numbers
• Email notifications
• Assign tickets to multiple agents
• Track agent’s status
• Integrated Knowledge Base articles

Price: Free

WordPress Advanced Ticket System 

WordPress Advanced Ticket System (WATS) is the best ticketing solution for businesses looking to enhance their performance in providing excellent customer care.

Created by WordPress professionals, WATS provides all of the fundamental and sophisticated features of true help desk software at an affordable price. 

With WordPress Advanced Ticket System, businesses can easily manage and respond to customer inquiries, track and resolve customer issues, and measure their performance over time. 

WordPress, the most popular CMS platform for running websites, is the foundation around which the plugin is developed. Without technical knowledge, installing the plugin takes no longer than ten minutes.

Likewise, without any technical knowledge, thanks to this, you can easily create and manage tickets for your WordPress website.

It offers a variety of very helpful features, including the ability to submit tickets through the admin interface for registered users and the ability to submit tickets through the guest user feature for unregistered users. 

Additionally, WordPress Advanced Ticket System allows you to update tickets on behalf of users, which is very useful for call centers. Finally, WordPress Advanced Ticket System comes with a set of preset values for priority, status, type, and product, which makes it very easy to use.

Key Features

• ticket submission through the admin for registered users
• ticket submission through the admin for unregistered users via the shared guest user feature
• ticket submission and update on behalf of users, useful for call center
• priority, status, type, and product values preset by the admin
• priority, status, type, and product keys definition and update for each ticket

Price: Free

WooCommerce Support Ticket System

WooCommerce Support Ticket System (WCSTS) is a great tool for managing user and order support tickets. It integrates seamlessly into your WooCommerce installation, allowing you to keep track of support tickets and easily provide support for customer issues. 

With WCSTS, you can quickly and easily resolve customer issues, improving customer satisfaction and loyalty. In addition, WCSTS provides valuable insights into customer behavior, helps you to identify potential problems early on, and allows you to track and resolve issues quickly and efficiently.

The plugin also allows customers to submit tickets directly via frontend pages. Additionally, WooCommerce Support Ticket System supports email notifications and custom texts. This makes it easier for shop admins to customize the system according to their needs.

WooCommerce Support Ticket System is a great tool for WooCommerce shop admins who want to manage customer tickets efficiently.

Key Features

• Email Notification
• Message thread
• Ticket Management and Collaboration
• Large File Support
• WPML

Price: Free

Help Scout 

Help Scout is a powerful customer support platform that enables growing teams to deliver exceptional customer service. With Help Scout, you’ll have everything you need to create a seamless customer experience, including a suite of tools for managing support requests, Knowledge Base articles, and automated workflows.

Plus, the world-class team of experts is always available to help you get the most out of Help Scout. 

Help Scout’s user-friendly editor makes creating new articles quick and simple, and its integrated organizing and search tools make it easier for users to discover the information they seek. 

Reports that are particular to Docs offer helpful information on which material is performing well and where there is space for improvement. For companies who are serious about offering great customer service, Help Scout is a priceless resource.

Help Scout is a need for every company that wants to offer first-rate customer assistance since it allows you to build personalized documentation and allows you to monitor performance and customer engagement.

Key Features

• Shared Inbox
• Knowledge Base
• Customer Management
• Live Chat
• Reporting
• Workflows

Pricing: Starting at $20/user per month.

ZenDesk 

You’ve probably already heard of Zendesk if you’re looking for support desk software. One of the most widely used products on the market, Zendesk, has two basic plan types: fundamental and suite. Despite being less priced, the basic plans only offer email support. 

The more expensive suite options come with omnichannel support and productivity capabilities like automation, integrations, and AI-powered automated responses. They also include a shared mailbox, chat support tool, knowledge base builder, reporting, and automation.

With customizable features and flexible pricing plans, Zendesk is the perfect solution for businesses of all sizes. With unlimited app integration options to track your customers’ requests as well as efficiently prioritize them with easy access through our apps or web interface – you’ll never have trouble finding what you need when it comes time!

Key Features

• Zendesk Support
• Zendesk Support Suite
• Zendesk Chat 
• Zendesk Explore
• Zendesk Guide
• Zendesk Sell 
• Zendesk Gather
• Zendesk Sales Suite 

Pricing: Starting at $19/agent per month. 

Freshservice

Freshservice is designed to help organizations modernize ITSM operations with an intuitive, fast, and intelligent solution. Freshservice’s Freshsolutions platform enables businesses to efficiently manage and automate IT service management processes with features such as a unified inbox, asset management, and self-service portal. 

This cloud-based unified service management solution helps deliver delight, increase efficiency, and realize greater ROI. Freshservice’s robust automation eliminates repetitive tasks and manual processes and drives service efficiency using no-code workflows and powerful automation. 

Freshservice’s integrated platform integrates service management on a single platform to bridge silos, improve time to resolution, reduce costs, and improve visibility. Freshservice’s rapid deployment customize rapidly with Freshservice’s no-code platform.  

Key Features

• Intuitive Consumer-Grade Service
• Incident Management
• Unified Service Catalog
• SaaS Management
• Customizable Project Templates
• Unified Task Management

Pricing

• Starter for $19
• Growth for $49
• Pro for $89 
• Enterprise for $109

Live Agent

LiveAgent is the most versatile and comprehensive ticketing software on the market. With LiveAgent, you can easily view, manage, and respond to all of your customer inquiries in one easy-to-use interface. LiveAgent also offers advanced automation features that will help you improve your customer service response times and resolve customer issues more efficiently. 

And with LiveAgent’s powerful integrations, you can connect your ticketing software to your CRM, accounting, live chat, and social media platforms to streamline your customer service workflow. 

Every incoming form of communication is transformed into tickets for better convenience and task management. The user interface is adaptable and intuitive. 

LiveAgent has many features that make it an essential tool for managing customer support, including built-in chat, call recording, and robust reporting. LiveAgent is also fully integrated with popular CRM systems, making it easy to track and manage customer interactions. 

Key Features

• Agent Collision Detection
• Agent Ranking
• Automated Ticket Distribution
• Canned Message
• Contact Form Gallery
• Email Forwarding

Pricing

• Ticket for $15/agent/month
• Ticket+ Chat for $29/agent/month
• All-inclusive for $49/agent/month 
• Free for $0/agent/month

Comparison Table

Template Name	Mobile Friendly?	Premimun Version
Support Genix	Yes	Yearly plan: Personal for $29 (1 website) Developer for $59 (5 websites) Agency for $89 (100 websites) Lifetime Plan: Personal for $59 (1 website) Developer for $99 (5 websites) Agency for $149 (100 websites)
HappyFox	Yes	Agent-Based Pricing: The Monthly plan starts from $39 The Annual plan starts from $29 Unlimited Agents Pricing: The Annual plan starts from $1499/month
Support Candy	Yes	Starter Plan for $59 Econom Plan for $109 Standard Plan for $149
KB Support	Yes	Starter Plan for $74 (Yearly) Professional Plan for $102 (Yearly) Enterprise Plan for $150 (Yearly)
WordPress Advanced Ticket System	Yes	Yearly Bill €50
WooCommerce Support Ticket System	Yes	Yearly Bill $59
Help Scout	Yes	Starting at $20/user per month
ZenDesk	Yes	Starting at $19/agent per month
Freshservice	Yes	Starter for $19 Growth for $49 Pro for $89  Enterprise for $109
Live Agent	Yes	Ticket for $15/agent/month Ticket+ Chat for $29/agent/month All-inclusive for $49/agent/month  Free for $0/agent/month

Conclusion

The customer support ticket system is a great way to keep track of customer requests and ensure that they are addressed in a timely manner. Using this system can provide better customer service and improve your chances of repeat business. 

In addition, the system can help you to resolve customer issues more efficiently and effectively. Overall, the customer support ticket system is invaluable for any business.