7 Best Ticketing Software for Managing Tech Support feature image

7 Best Ticketing Software for Managing Tech Support

The best ticketing software helps tech support resolve issues faster and allows managed service providers to offer a better service! Here are seven excellent IT ticketing software solutions that will optimise your IT support:

1. Spiceworks IT Help Desk

Spiceworks is amongst the best ticketing software solutions, and all their products are free!

It’s a full help-desk system with multiple-channel ticket support and network monitoring. All systems are customisable to meet the requirements of any business.

The most prominent features include automatic ticket routing, prioritisation, and notifications for IT teams, as well as a knowledge base for most common issues that can be integrated into a ticket.

2. ManageEngine ServiceDesk Plus

ManageEngine’s ServiceDesk Plus is a solution that helps an IT managed service provider with advanced automation options of many processes.

The project management module supports tracking of any number of IT projects and helps with planning. Ticket routing, prioritisation, and escalation options make it a favorite of many IT teams. The IT ticketing software automatically informs users about any changes to the status of their tickets and reported issues.

The analytical capabilities help link recurring issues to the root cause and eliminate their occurrence permanently. The knowledge base keeps the ticket inbox decluttered through self-service for end users.

Prices range from $10 to $50 per tech per month.

3. Remedy Service Desk

BMC’s Remedy Service Desk is the best option for an IT managed service provider who caters to enterprise users. It provides MSPs with a comprehensive service management suite that can be deployed in the cloud or on-premises.

  • Their incident management with service impact analysis is their best feature. It helps IT staff see how problems and incidents affect business systems.
  • Problem management detects recurring incidents and helps trace the cause.
  • Knowledge management delivers the required information directly to users and staff.

This service desk supports a multichannel report of incidents and issues via email, web service, self-service, social, or chat. Pricing is provided per request.

4. Freshdesk

Freshdesk is a solution that can work for internal IT departments, but it’s actually an IT ticketing software that’s better tailored for an IT managed service provider. Customer tickets are processed in a swift manner thanks to ticket workflow optimisation, routing, ticket response automation options, and service level agreement (SLA) management. The IT team can collaborate on a single ticket and resolve complex issues faster.

There’s a free plan available, while other tiers span from $19 to $89 per agent per month.

4. Zendesk

Zendesk is one of the best-designed ITSM solutions out there. Asset, problem, and incident management are done via a ticketing system that includes all the tools an IT team needs: ticket priority, tracking, and resolving have powerful automation options.

Everything is available from a central interface: on-premise information and third party apps, as well as self-service options and workflows, which makes it one of the best ticketing software designs available.

There’s a free trial and five price tiers that span from $5 to $199 per agent per month.

6. Jira Service Desk

Jira Service Desk is available as a cloud-based or on-premise solution that includes problem, change, and incident management, while the self-service feature helps users resolve tickets on their own by accessing a knowledge base.

The most notable feature includes the ability to link the Service Desk IT ticketing software to software issues, so the required IT experts will be notified about the issue faster.

There are two price tiers: $10 for up to three agents, and $20 for four to five agents, and discounts for larger groups.

7. SysAid

This is a cloud-based IT ticketing software that offers a wide array of features: from help-desk automation and IT asset management, all the way to performance analysis and monitoring.

Their incident report and service request modules, as well as their remote control capabilities, are their strongest features. They help track and resolve issues quickly. Their ticketing system is extensive and includes incident management, knowledge base, and a self-service portal, and incidents can even be reported via email. The tickets can be assigned automatically to the most appropriate IT professional, while escalation rules ensure all tickets are addressed in a timely manner.

The pricing is available from the vendor per request.

The best ticketing software helps resolve IT issues quickly but also plays a proactive role: by analysing incident reports, problems can be eliminated before they cause large-scale issues by tracing the root cause.

If you need help managing your IT support, contact us to discuss a quote.