Our Top 15 Email Ticket Systems in 2024

Email support in businesses has been offering a reliable channel for effective communication. However, as your business grows, keeping up with the inbox may become hectic. No worries, though. With the best email ticketing system, you can easily get things back on track. So, how can an email ticketing system help you navigate better?

Zight | August 10, 2021 | 15 min read time

Article Last Updated: January 03, 2024

Our Top 15 Email Ticket Systems in 2024

Today, email support is arguably one of the most, if not the most, important channels of customer service.

The best and most effective customer support teams have ticketing systems that help manage and organize incoming traffic. This system allows the team to view and prioritize tickets to respond efficiently. It also offers a better view of resource allocation and makes tracking metrics and setting goals easier.

If your company isn’t leveraging an email ticketing system, we strongly advise you to consider adding one to your tech stack. Ticketing systems benefit remote companies, where developers, managers, and support staff work across various time zones, devices, and shifts. Basically, email ticketing systems bring clarity and procedure to the sometimes messy world of distributed asynchronous work.

If you want your customer service team to be at their best, they will need the best tools to do their job. In this post, we’ll break down some of our favorite email ticketing systems, but before diving in, let’s cover some basics.

How Zight Can Fit Into Your Selected Email Ticket System To Help Your Team Communicate Faster and Visually

Since every moment matters in the world of customer support, you must ensure you use all the available tools to maximize customer satisfaction. One way to do that is to incorporate Zight into your email ticketing strategy.

Adding Zight to your toolset can make a big difference since it is a powerful visual communication tool, boosting your customer support. It helps your team communicate faster and with more visuals, minimizing any chance of miscommunication. In addition, its integration into your email ticketing system positions your team to adapt to changing expectations by providing a tool that caters to the visual preferences of modern consumers.

Not convinced yet? Let’s delve into the specifics of how Zight can seamlessly integrate into your email ticketing system and how it can speed up the resolution of customer inquiries or issues.

1. Faster Problem Resolution

Zight empowers your customer support team to respond clearly and promptly to customer queries. This is done in a few ways, including:

By incorporating these visual elements, your team can efficiently communicate complex ideas, reducing the need for lengthy email threads and speeding up the issue resolution. This not only enhances the customer support process speed but also contributes to an improved overall customer experience.

2. Streamlining Productivity

Zight consolidates multiple tools into an all-in-one application, streamlining your team’s workflow within your email ticketing system. Whether capturing full or partial screenshots, recording screens as videos, or creating GIFs, all these functions are seamlessly integrated into one platform.

This enhances efficiency, making it easier for your team to create and share visual content seamlessly, ultimately boosting overall productivity.

3. Delighting Customers

Visual communication speaks volumes. Zight allows your team to deliver personalized and visually engaging responses, creating a more immersive and satisfying customer experience. Through Zight’s features like annotations, your team can add quick drawings, arrows, lines, emojis, and more to visuals, enhancing the clarity and impact of communication.

Personalized support not only helps in conveying information effectively but also contributes to creating a more engaging and memorable interaction with your customers. Your customer support team can go beyond text-based communication, leaving a lasting impression on customers and fostering positive sentiments toward your brand.

Happy customers will translate to increased loyalty and positive word-of-mouth, directly influenced by the seamless integration with your ticketing system. So why not take advantage?

4. Improving Communication

Zight’s annotation features bring an additional layer of clarity to your visuals within your email ticketing software. Support agents can use quick drawings, arrows, lines, and emojis to emphasize important details or guide customers through solutions.

Whether highlighting crucial details or blurring sensitive information, these tools facilitate a more effective and precise exchange of information between your team and customers. As a result, this reduces the chances of misunderstandings and ensures everyone is on the same page, directly impacting ticket resolution.

5. Time Reduction and 3x Faster Ticket Closure

Efficiency is key, and Zight helps your team achieve just that within your email ticketing system. Providing analytics on content views and offering weekly productivity reports, Zight enables your team to track engagement and assess the effectiveness of visual communication within the ticketing workflow.

With this insight, your team can streamline processes, ultimately reducing the time it takes to resolve tickets. Rapid issue resolution not only meets customer expectations but transforms your customer support operations.

6. Collaborative Problem-Solving

Zight facilitates collaborative interactions within your customer support team. Support agents can easily collaborate by leaving internal notes on open cases discussing the best customer engagement approaches. This feature promotes a seamless exchange of insights, ensuring your team works cohesively to address customer queries, further enhancing issue resolution.

7. Enhancing Accessibility

Modern workflows prioritize accessibility, and Zight embraces this by offering a cloud-based storage solution. No longer will valuable time be wasted sifting through desktop files since everything is securely stored in the cloud, ensuring accessibility and efficiency. Zight’s cloud-based storage not only enhances accessibility but also ensures the security and availability of your visual content.

Also, the cloud-based approach enables your team to gain instant access to the tools they need since Zight allows you to create and organize folders within Zight. When you can organize and store visual content related to specific support tickets, it streamlines the workflow and saves valuable time.

Lastly, when responding to customer requests, you can share content seamlessly by embedding it within your email ticketing software without writing code. Copy and paste the provided embed code wherever you need your content to appear within the context of ticket resolution.

8. Adaptive Training and Onboarding

Luckily, Zight’s visual communication tools aren’t limited to customer interactions. Your customer communications team can leverage these features for internal purposes, such as training and onboarding. Create visual guides, tutorials, and walkthroughs to expedite the training process for new support agents, ensuring that they are equipped to handle customer inquiries efficiently.

What Exactly is an Email Ticketing System, and what Should you Look for?

Simply put, an email ticketing system is a business app that allows you to convert multiple customer emails into tickets. These tickets are then organized in a single place so that customer issues and requests can be easily accessed, tracked, and managed from a single place.

However, the best email ticketing systems are not confined to just email. In addition to email, you can track customer conversations from various communication channels such as chat, phone, social media, knowledge base, community forums, and more.

Like Zight, email ticketing systems were initially introduced to encourage team collaboration and improve customer experience. But how do you recognize an excellent ticket solution when you see one? These are some features we would recommend you look for:

a). Ticket Conversion

Email ticketing tools can automatically convert your support conversations into distinct tickets. So it doesn’t matter if a customer drops an email or contacts your support team via a chat box, all incoming conversations can be tracked in one place. You can even set up email forwarding rules to route all support emails from multiple email accounts into a shared inbox.

b). Automated Ticket Assessment

With email help desk software, tickets can be automatically assigned to relevant agents or teams. You can choose the default ticket assignment feature to route tickets to available agents or use skill-based routing to assign tickets to individuals most capable of handling them. For instance, all technical issues can be assigned to an agent with relevant expertise.

c). Self-Service Knowledge Base

The best email ticket system allows businesses to offer proactive customer service by creating a customer-centric knowledge base or help center. To resolve their primary issues, customers can find all relevant information in help articles, videos, FAQs, etc.

You can even create an internal knowledge base for your employees. Whenever they encounter a new customer issue, they can contribute to existing help articles or create new ones.

d). Real-Time Reporting

The reporting features of a ticketing system can help you gauge agent performance, identify improvement areas, keep a tab on key performance indicators (KPIs), and track key customer service metrics. You can share CSAT or NPS surveys with customers to allow them to rate your service or the overall experience of interacting with an agent.

‍The 10 Best Email Ticket Systems of the Year

1. Hubspot

HubSpot has a ticketing app that features an all-in-one email ticketing system. Its ticketing system logs all customer interactions into one central location, making it easier for reps to see the status of opened cases.

The system also alerts reps about ticket status changes and the next actionable step to take in the case’s workflow. On teams where reps are fielding 30+ cases daily, having this clear interface outline their day-to-day workload is significantly helpful.

HubSpot’s help desk offer also includes ticket automation features, which streamline customer service processes. Its routing system distributes tickets to reps, and custom automation features allow users to set up ticket workflows. This way, reps can set up personalized ticket workflows according to the customer’s needs.

Key Features

  • Automation and Ticketing
  • Customer history and contact timeline
  • Multichannel support
  • Email templates
  • Shared inboxes
  • Feedback surveys and
  • Reporting dashboards to check on agent performance and customer issue trends
  • Live chat

Pricing

  • Free– $0/month (limited features)
  • Starter– $45/month
  • Professional– $450/month
  • Enterprise– $1,200/month

2. ProProfs Help Desk

ProProfs offers a great email-based ticketing system designed to be user-friendly and as easy as Gmail. Agents can easily set the priority of a support ticket as ‘High,’ ‘Low,’ or ‘Normal’ and ensure urgent tickets can never slip through the cracks and are resolved first.

The best part of using ProProfs is that you can access multiple customer support tools– live chat, knowledge base, survey maker, etc. that help you offer delightful support 24×7. Customer service teams can achieve more with collaboration features such as internal comments, custom fields, ticket labels, internal chat, etc.

Key Features

  • Email and social media integration
  • Ticket management
  • Chat support
  • Automation
  • Multilingual and multichannel support
  • Duplicate reply prevention
  • Reports and analytics
  • Self-service knowledge base with FAQs
  • Mobile app

Pricing

  • Free plan
  • Team Plan– $19.99 per operator per month

3. FreshDesk

With Freshdesk’s customer email management software, you can rise above average customer service by streamlining issues into one universal inbox. Your agents can easily manage customer conversations, gather customer feedback, analyze trends, and do much more.

In addition, they’ll always have easy access to a customer’s details, such as ticket history or past conversations, a customer’s unique ID, their feedback, and other necessary details that help them offer contextual assistance.

Key Features

  • Automation
  • Agent Collision detection
  • Multiple shared inboxes
  • Shared ownership of tasks
  • Canned responses
  • Ticket trends and reporting
  • Gamification
  • Help desk performance analytics

Pricing

  • Free– Starter plan for unlimited agents but with limited features
  • Growth– $15 per agent per month billed annually
  • Pro– $49 per agent per month billed annually
  • Enterprise– $79 per agent per month billed annually

4. Zendesk

Zendesk is another popular email-based ticketing system ideal for tracking, prioritizing, and solving customer support tickets. All conversations can be found in a single location so that communication between you and your customers is efficient and personal.

With Zendesk, you can empower customers to help themselves. Build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing your support ticket volume.

Features

  • Automation and AI-powered bots to get customer context
  • Ticket assignment
  • Real-time updates on active tickets
  • Enables the creation of self-service help centers
  • SLA management
  • Provides a unified agent workspace
  • Collaboration tools
  • Powerful analytics

Pricing

a). For small to large-sized businesses

  • Suite Team– $49 per agent per month
  • Suite Growth– $79 per agent per month
  • Suite Professional– $99 per agent per month

b). For enterprise companies

  • Suite Enterprise– $150 per agent per month
  • Additional and more powerful enterprise plans start at $215 per agent per month

5. HelpCrunch

There are minor details in its interface that distinguish HelpCrunch from its competitors. For example, it color-codes tags to make it visually easier to determine ticket status. Customer support reps have a fast workflow that helps them look at and interpret things at a glance without slowing down.

Another unique feature that HelpCrunch offers is its internal notes tool. Reps can leave notes to one another on open cases to discuss how to best engage with the customer.

Features

  • Premade answers to popular questions
  • Alerts/Escalation
  • Multi-Channel Communication
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Interaction Tracking
  • Knowledge base management
  • Live chat customer support

Pricing

  • Basic– $12 per user per month
  • Pro– $20 per user per month
  • Unlimited– $495 per month

6. SysAid

SysAid’s email help desk software is built for IT support teams. It offers all important features in one place- a powerful ticket management tool, IT asset management, live chat, self-service, password reset functions, and more.

Support managers can access detailed reports right on their dashboard. Moreover, your team can target the right Key Performance Indicators (KPIs) to understand your IT support performance and make better business decisions in minutes.

Features

  • Knowledge base
  • Ticket history will enable personalized support
  • Rule-based automation
  • Multi-channel support
  • End-users can reset domain passwords without engaging an agent
  • Create an automated workflow with ticket routing
  • Embed chat icons throughout your website or customer support portal

Pricing

  • No pricing details are available without contacting the company and supplying a business email address.

7. Zoho Desk

Zoho Desk offers intuitive and context-aware email management software with multi-channel capabilities. Moreover, the tool offers smart multi-lingual support and automated answer suggestions to help your agents stay prepared while replying to a ticket.

This email ticketing system has many collaborative features, allowing your agents to communicate the issues with other teams through private comments and tags. This significantly reduces miscommunication as all interactions take place in one shared place.

Features

  • Email templates and keyboard shortcuts
  • Multilingual and multichannel support
  • Deep customer context
  • Feedback widget
  • Customer branding and customization options
  • Access to customer service metrics
  • Sentiment analysis
  • Macro-based workflows
  • Mobile apps (iOS and Android)

Pricing

  • Free: Forever free for up to 3 agents with limited features
  • Standard– $14 per agent per month
  • Professional– $23 per agent per month
  • Enterprise– $40 per agent per month

8. Hiver

Hiver is quite different from other email ticketing systems out there. It helps you deliver fast and empathetic customer service from your Gmail inbox. With reports, you can get actionable insights into workload distribution, SLA violations, and overall team performance.

Help desk managers can easily assign emails as tasks to their team members with a single click. The agents can mark the status of an email as ‘Open,’ ‘Pending,’ or ‘Closed’ to organize better and track customer conversations.

Key Features

  • Email tags, templates, and notes to categorize and prioritize customer issues
  • Activity Timeline to view all actions that have been performed on an email
  • Shared inbox management
  • Integration with other tools, such as Zapier, Jira, Quickbooks, and Slack
  • Knowledge base
  • Collision alert to streamline agent support
  • Customer satisfaction surveys
  • SLA management
  • Whatsapp messaging
  • Live chat
  • Voice call support

Pricing

  • Lite– $15 per user per month
  • Pro– $39 per user per month
  • Elite– $59 per user per month

9. Paldesk

Paldesk is a free help desk software with a ticketing system supporting multi-channel support teams. It connects your email, phone, and chat tools to monitor each channel through the same dashboard.

When reps need to follow up on chats or phone calls, these cases become email tickets stored on the same interface. That way, reps have a consistent follow-up process for every request they receive, regardless of the support channel.

Key Features

  • Email ticketing and case management
  • Weekly summary report for rep performance
  • Chatbot with integrated email transcripts
  • Mobile, web, and desktop apps

Pricing

  • Rookie– $9 per user a month
  • Early stage– $14 per user a month
  • Rising star– $22 per user a month

10. Salesforce

With near-endless reporting, Salesforce is known for the number of things you can track. This is good for large business operations. With the professionals guiding deployment, it is also highly customizable.

As one user writes, “Of course, like with all other Salesforce tools, there is a high learning curve, and you need to have professionals designing and customizing the system, but it is well worth it.” Salesforce customers praise its functionality.

Features

  • Shared inbox
  • Ticket assignment
  • Tools for cross-team collaboration
  • Custom views
  • Reporting and analytics
  • It can also handle additional channels like live chat, voice, and self-service.

Pricing

  • Free trial available. Plans start at $25/user per month.

11. HelpScout

HelpScout brings a fresh perspective to email ticketing systems with its user-friendly interface that allows customer service agents to treat customers as fellow humans, not ticket numbers. Assigning open tickets to the relevant team members is a straightforward process.

The system prioritizes simplicity, making it easy for support teams to manage customer conversations. With a streamlined approach, HelpScout facilitates efficient issue resolution, allowing agents to focus on providing quality support.

Key Features

  • Shared inbox
  • Built-in knowledge base
  • Collision detection
  • Ticket routing, tagging, and prioritization
  • Email response templates
  • Rule-based automation
  • Visual cues to avoid duplicate work
  • Reports and analytics
  • API and integrations
  • Live chat

Pricing

  • Standard– $20 per user per month
  • Plus– $40 per user per month
  • Pro– $65 per user per month

12. Front

Front is not just your average ticketing system; it’s a versatile platform that empowers teams to handle various channels—be it email, social, SMS, or live chat—all through a shared inbox.

What makes Front stand out is its seamless integration of personal account access. For example, you can effortlessly navigate between your inbox and shared inboxes directly within the Front user interface.

Plus, with calendar integration, sending out one-click meeting requests is a breeze, all without leaving the tool. It’s the ticketing system that brings convenience and collaboration together!

Key Features

  • Ticket routing, categorization, and tagging
  • Knowledge base management
  • Shared drafts
  • Universal inbox
  • Canned responses
  • Rule-based Service level agreements (SLAs)
  • Live chat
  • 50+ integrations

Pricing

  • Starter– $19 per person per month
  • Growth– $49 per person per month
  • Scale– $99 per person per month
  • Premier– $229 per person per month

13. Jitbit

JitBit provides an email ticketing system, accessible as either a cloud-hosted SaaS service or a downloadable application. With a dedicated focus on email ticketing, it provides robust features to boost help desk productivity and enhance customer satisfaction.

The cloud service allows for a quick setup, offering your help desk the additional support needed. It works with IMAP, POP3, and SMTP, allowing seamless sending and receiving of emails between your inbox and server.

Key Features

  • Collision detection
  • Reporting tools
  • Live chat
  • Built-in mailboxes
  • Predefined responses
  • Ticket automation and case management
  • Knowledge base management
  • Assignment and tracking
  • Ticket categories and tags
  • Email management
  • Mobile app for iOS and Android

Pricing

JitBit provides both a cloud-based SaaS software version and a self-hosted option, allowing you to host the application on your servers for enhanced security and control. Their packages include:

a). Saas Help Desk Pricing

  • Freelancer– $29 per month
  • Startup– $69 per month
  • Company– 129 per month
  • Enterprise– $249 per month

b). Self-Hosted Pricing (One-Time Payment)

  • Small- $2199
  • Company- $3799
  • Enterprise- $6499

14. Happyfox

Happyfox brings a user-centric approach to email ticketing systems, providing an intuitive platform for customer support. The system’s interface is designed for fast navigation, ensuring that support teams can handle a high volume of tickets with ease. It is a perfect choice for businesses that are looking for comprehensive help desk software with advanced features.

Key Features

  • Customer satisfaction surveys
  • Agent collision detection
  • Custom ticket tags and fields
  • Private notes
  • Email ticketing and case management
  • AI-powered chatbot support to provide fast responses
  • Agent activity reports
  • Internal and external knowledge base

Pricing

a). Agent-based pricing

  • Mighty- $29 per agent per month
  • Fantastic- $49 per agent per month
  • Enterprise- $69 per agent per month
  • Enterprise Plus- $89 per agent per month

b). Unlimited Agents

  • Starter– $1499 per month
  • Growth– $1999 per month
  • Scale– $2999 per month
  • Scale Plus– $4999 per month

15. Intercom

Intercom started as an app for quickly solving customer problems through messaging, especially for businesses like online shops, healthcare, finance, and education. Now, Intercom also lets businesses organize and track customer questions and issues using a ticketing system.

Although it’s messenger is the main tool, customers can also submit tickets through email. Lastly, Intercom offers an extra function, which is the ability to perform targeted email marketing.

Key Features

  • Unified agent workspace for omnichannel support
  • Ticket creation and collaboration
  • Email templates, tracking, and triggers
  • Routing automation
  • AI-powered bots
  • Customizable surveys to collect customer feedback
  • Reporting
  • Knowledge base
  • Audience context and segmentation
  • Macros for canned responses
  • Integration with over 250 applications, including WhatsApp
  • Mobile apps

Pricing

  • Start: $39/month (includes 1 seat)
  • Grow: $99/month (includes 5 seats)
  • Accelerate: $499/month (includes 10 seats)
  • Scale: $999/month (includes 10 seats)

Conclusion on Email Ticketing System

There’s no denying that email support is one of the most popular and foundational channels of customer success. From the customer side, it is more professional and convenient. For the business side, it’s a highly efficient and cost-effective solution.

A win-win.

If you’re a growing business, at some point, you’ll lose control over your inbox. But don’t fret. When you find the best email ticket system for your support team, you can streamline multiple processes and offer your customers an excellent customer experience. Since we have already done that for you, it’s an uphill journey onwards.

Ready to chat with us about how to save time, money and help your team communicate better?