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An IT ticketing system is software that streamlines and effectively manages the tasks of IT support teams.
We have listed their pros, cons, best-fit customer segments, and most effective use cases.
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Freshworks is a business software company founded in India by Girish Mathrubootham in 2010.
It also includes HR and admin services like employee onboarding and expense reimbursement.
Freshservice is integrated with Freshworks Freddy AI solutions for AI-powered automation and assistance for agents and users.
Heres a snapshot of Freshservices rich capabilities.
Founded in 2020 by Arvind Parthiban and Jayakumar Karumbasalam, it is an Indian SaaS start-up focused on MSPs.
AI-powered insights help MSPs to focus on the alerts that matter.
SuperOps is integrated with Splashtop, a remote desktop and remote support software, for remote access.
SuperOps also has handy tools for project management and IT documentation management.
Ready integrations are available for many popular third-party MSP tools.
ServiceDesk Plus impresses with the breadth and depth of its feature set for ITSM.
Its notable features are listed in a nutshell below.
ServiceDesk Plus is available in both on-premises and cloud deployment models.
Its best to contact their sales department for a customized quote.
There are three other plans: Professional, Enterprise, and Asset-only.
The plans start at $13/technician/month.
Zoho Desk
AI-powered Issue Resolution
Zoho Desk is help desk software from Zoho.
Zoho is an Indian SaaS company founded by Sridhar Vembu and Tony Thomas in 1996.
It is well-known for its Zoho Office suite.
Zoho Desk comes with many standout features to ace customer service.
Heres a recap of its features.
It is an Israeli ITSM software company founded by Israel Lifshitz in 2002.
SysAid offers three plansHelp Desk, ITSM, and Enterpriseto cater to companies of different sizes and needs.
Heres a round-up of SysAids notable features.
Contact SysAid for pricing.
HappyFox, Inc., founded in 2011, is a SaaS company headquartered in Irvine, California.
The software includes ticketing, business intelligence, chat, an AI chatbot, and workflow automation.
HappyFox bundles many standout features for efficient help desk operation.
Heres an overview of its features.
When integrated, Atlassians suite of products covers the entire DevOps lifecycle.
Customers can also conveniently integrate tools of their choice (other than Atlassian) into the chain.
Jira Service Management includes advanced features, which are listed below.
Jira Service Management is available as a mobile app for iOS and Android.
Spiceworks is a for-profit community for IT professionals.
It also runs a news portal covering news, trends, and tech-related topics.
Spiceworks Cloud Help Desk has notable features, which are listed below.
The risk impact is greater as it is cloud-based.
SolarWinds Corporation is a public American software company that develops software for monitoring and managing networks and IT infrastructure.
SolarWinds supports the following functions of IT Service Management.
ServiceNow
Best for Enterprise Scalability
ServiceNow is the market leader in cloud-based ITSM solutions.
ServiceNow ITSM bundles various notable features for ITSM.
It doesnt include any IT-specific features.
HelpDesk is a product of a Polish public company named Text.
Heres a summary of HelpDesks features.
It is aligned with ITIL best practices and fully certified in 7 Pink Verified ITIL4 best practices.
InvGate is an Argentine company founded in 2008 by Ariel Gesto, a former IT manager.
InvGate Service Management includes many innovative and thoughtful features.
Heres an overview of its features.
But, improvements and new features are rolled out every few months.
InvGate Service Management Pricing
Take advantage of 30-days free trial to experience the InvGate platform.
LiveAgent
Best for Real-Time IT Support
LiveAgent is a cloud-based, function-agnostic help desk software.
It includes excellent features for real-time support.
It features a light-weight but impressive live chat solution and a call center software solution.
LiveAgent contains an impressive list of features that it supports in the use cases.
Heres a round-up of its features.
JitBit features multi-channel support but is optimized for email support.
JitBit was founded by Alex Yumashev and Max Al Farakh in 2005.
JitBit includes asset management capabilities, in addition to help desk features.
Heres a list of JitBits features.
What is an IT Ticketing System?
An IT ticketing system is a software tool to streamline and effectively manage the tasks of IT support teams.
Key Features of IT Ticketing Systems
The following are the key features of an IT ticketing system.
Benefits of IT Support Software
The top benefits of using IT support software are the following.
AI, especiallyGenerative AI, is already a part of many leading products.
Its effectiveness and reliability are below par at the moment.
However, AI/ML tech is improving fast and will soon reach a highly usable level.
AI/ML technology can be expected to assist agents and customers in every step of customer service soon.
No-code automationwill make its way into more products, and more teams will leverage it in the near future.
The trend towardapplication integrationwill continue.
Vendors will continue to add more apps to their marketplace offerings.
