Interscale Content Hub – IT helpdesk ticketing tools make it easier to manage, track, and resolve customer or employee inquiries.
Just suppose for a moment what would happen if an employee’s computer suddenly stopped working, stopping them from doing their job.
Or a customer who’s having an issue with your online service. These incidents can quickly get out of hand, leading to frustration and lost productivity.
This is where IT helpdesk ticketing tools turn chaos into a structured, manageable process.
So, let’s take a look at some of the top options available in 2024.
What Are IT Helpdesk Ticketing Tools?
IT helpdesk ticketing tools help companies handle support tickets more efficiently. They create, categorise, prioritise and assign tickets to the right people.
The main things you can do with IT helpdesk ticketing tools are create tickets, track them, automate them, report on them, and link them up with other IT systems.
BMC, in “IT Ticketing Software: An Introduction,” highlights how IT ticketing software brings all the support requests you get from different channels, like email, online forms, and phone calls, together in one place.
This centralisation means that no support request is lost or overlooked.
The software also keeps track of what’s going on between the person who’s asking for help and the person who’s helping them, gathers data for reports and analytics, and makes automated responses based on what’s been decided in advance.
This automation lets IT teams focus on more complex issues, rather than repetitive tasks, which helps them work more efficiently and reduce errors.
In the “ITC Helpdesk Ticketing System User Guide” by Xavier University of Louisiana (XULA), we can see a practical example of how these tools work in an organisation.
Users can log in to the system using their login details to create a ticket by filling out a help request form.
The system lets users keep track of their tickets, see what’s going on with them, add relevant files and notes.
There are lots of benefits to using IT helpdesk ticketing tools. The BMC shows how ticketing systems can automate responses to common queries by sending users to FAQ sections or other resources.
The system can sort and send tickets based on how urgent they are, so it can get to the important stuff fast. This means less downtime and keeping the business going.
What’s more, these tools have great reporting and analytics features, which give you a good idea of how the IT support team is doing.
Detailed reports can show you what issues are coming up most often, how long it takes to fix them, and how happy customers are with the service. This helps you to spot where you could do better and make your support processes even better.
The XULA user guide shows how users can check the history and status of their tickets, which helps keep the support team open and honest with customers.
For reference of the role of manager, kindly check “What is the Role of IT Helpdesk Manager: Beyond Ctrl+Alt+Delete the Staff.”
Top IT Helpdesk Ticketing Tools in 2024
1. Zendesk
Zendesk is known for its solid, all-in-one ticketing system that puts all customer support interactions in one place.
This system lets support agents manage requests from different channels, like email, chat, social media, and phone. It makes sure customers and support teams have a smooth experience.
One of Zendesk’s best features is its automation tools, which make work easier by doing things like categorising and routing tickets automatically.
Zendesk also offers detailed reporting and analytics, which provide insights into team performance and customer satisfaction. This is crucial for continuous improvement.
2. Freshdesk
Freshdesk is part of the Freshworks ecosystem and offers a complete helpdesk solution with multi-channel support, automation features and an easy-to-use user interface.
Freshdesk’s ticketing system supports all kinds of communication channels, so support requests can be managed efficiently, no matter where they come from.
Automation features, like automatic ticket assignment and canned responses, help support agents out by taking some of the workload off their shoulders, so they can focus on more important things.
What’s more, Freshdesk integrates with other Freshworks tools like CRM and live chat, giving you a single, unified platform for managing customer relationships.
3. Jira Service Management by Atlassian
Jira Service Management is focused on IT and software development teams, giving you the power to tweak workflows, manage SLAs, and get all the info you need in one place.
It can handle global and multi-project automation, which is great for companies that need to manage complex IT environments.
Jira’s SLA management tools make sure that service level agreements are met, which is really important for keeping service standards high.
The system’s customisable workflows let teams design processes that fit their needs, making them more efficient and accountable.
4. Intercom
Intercom brings together a powerful ticketing system with AI-enhanced features, making it easy to automate your workflow and keep customers up to date in real time.
The system uses AI to give agents a recap of what was said, suggested responses and analysis of how customers feel, which helps them to provide faster, more personalized support.
Intercom’s integration capabilities let it work with other tools in a seamless way, which makes the overall support experience better.
The platform can automate lots of the routine tasks, so agents can spend more time on the more complex issues, which improves productivity and customer satisfaction.
5. Help Scout
Help Scout has a user-friendly ticketing system with a shared inbox, ticket prioritisation, and integration with various communication channels.
Its simple and intuitive interface makes it easy for support teams to manage customer inquiries efficiently.
The shared inbox feature lets teams work together on tickets, so no request goes unanswered.
Help Scout’s prioritisation tools help agents tackle the most urgent issues first, which is key to keeping customers happy.
6. Zoho Desk
Zoho Desk is a multi-channel support system with some pretty cool features, like sentiment analysis and automated ticket tagging.
Zoho Desk’s AI assistant, Zia, helps automate repetitive tasks by sending customers to relevant help articles, which reduces the number of tickets that come in.
The system’s sentiment analysis feature lets support teams see how customers feel and respond to them in a way that’s right for the situation.
7. LiveAgent
LiveAgent is known for being really easy to use and having a great range of features, including live chat integration and powerful automation rules.
It’s a real favourite of businesses that need to manage lots of support requests efficiently.
LiveAgent’s live chat feature lets support teams chat with customers in real time, so they can help out right away and get to the bottom of any issues quickly.
The system’s automation features make workflows more efficient by automatically assigning and categorising tickets, which lightens the load on support agents and improves response times.
For a bit of background on Tier 3 IT Support, have a look at “What is a Tier 3 Support Job Description: A Guide to Fancy & Complex Job.”
How to Choose the Right IT Helpdesk Ticketing Tool
One thing to think about is scalability. As your company grows, the ticketing system needs to be able to handle more tickets without slowing down.
Then, look at how the tool should fit in with your existing IT infrastructure and other business apps to give you a smooth support experience.
Wrike, for instance, makes a big deal about integration, which lets you connect with lots of different business tools. This makes things run more smoothly and gets more done.
Next, we all know that being able to customize the system is really important for making sure it meets your specific organisational needs.
So, look for tools that let you make lots of changes, so you can adjust workflows, fields and interfaces to fit your processes better.
Take AI Employee Desk and Intercom, for instance. They both stress the importance of customisable solutions that can adapt to unique business requirements.
Also, think about an intuitive interface to make it easier for users to learn and get up to speed quickly.
We can see how Intercom’s user-friendly design helps teams get up to speed with the system pretty quickly.
And don’t forget about the power of reporting and analytics capabilities.
It’s worth choosing tools that can help you track performance and identify areas for improvement.
Detailed reports give you the lowdown on ticket resolution times, agent performance and common issues, so you can make your support operations as efficient as possible.
Then, the ticketing tool needs to have some pretty solid security features to protect all that sensitive information, like data encryption and access controls.
Make sure your chosen tool meets high-security standards to keep your data safe and in line with any relevant compliance requirements.
Struggling to Streamline Your IT Support?
Many businesses face the challenge of choosing the right tools for their IT helpdesk, impacting productivity and ultimately, their bottom line. Does this sound familiar?
That’s why we at Interscale offer IT helpdesk support services that make it easy to get the right tools for the job.
We’ll look at what you need, set some clear goals, and find the best ticketing tool for your business. And the result is…
A more efficient IT support process that gets your team back to work in no time.
We’re all about efficiency and keeping you happy.
We’re really proud to have a proven track record of resolving 90% of tickets within the hour.
We’ve got over 18 months of experience and have completed over 8,500 successful projects.
So, take a look at our Interscale IT Helpdesk Support Services page to learn more about our customised solutions.
Or, just get in touch with us today for a discussion and we’ll put together a support package that’s just right for your business.
In Closing
By looking at what the top tools can do and matching them to what your company needs, you can find the one that’ll make your IT support processes better.
If you’re looking for a customized solution and expert help, why not team up with Interscale to improve your IT help desk operations? This will help you make the best use of IT helpdesk ticketing tools.
