Top 5 IT Ticketing Systems Comparison for Maximum Support
When you call in to a business or an organization with an IT issue, you will usually talk to IT support staff. Many times, they will ask you to hold on to the line as they look into your issue. This is where IT ticketing systems come into play. The support staff will look at your ticket issued by the ticketing software and help to resolve it. However, all these software are not made equal. We will do an IT ticketing systems comparison to see which ones offer maximum customer support.
First, what is an IT ticketing software? It is a program that is used by organizations to manage and support customer IT issues and queries. This software receives, compiles, and tabulates customer issues and queries by assigning them unique ticket numbers.
There are tons of IT ticketing software systems out there that promise to deliver maximum customer support. However, not all of them deliver what they promise. That is why we have carried out this IT ticketing systems comparison just for you.
ConnectWise Control
This is a remote IT ticketing system which is cloud based. ConnectWise Control allows your IT staff to conduct remote meetings, achieve remote access thus providing remote support to customer IT issues and queries.
Features
- Offers remote control and assistance thus customer’s issues can be resolved from any location
- It is cloud based thus easily accessible via any registered logins
- Compatible with virtually any Operating System and browser
- Customer queries can be resolved without the need for phone calls or chat sessions
- IT personnel can gain access to unattended PCs and servers to resolve reported issues
- Has a sharing screen feature for collaborations to enable faster resolution of queries
ProProfs Help Desk
ProProfs Help Desk helps to keep you on top of IT queries coming in from your clients every day. It can be easily accessed by managers, customer support agents and IT support agents via a Shared Inbox. It has tons of features which include the following:
Features
- This IT ticketing system captures feedback from both employees and customers via automated surveys
- It comes with a feature that prevents sharing of the same response several times
- Has real-time analytics and reports that measure the engagement of agents with customers
- A shared inbox ensures that all the conversations around support are managed in a central location, so different IT support agents can access them
ZenDesk
If you are looking for an all-round IT ticketing system that has great features coupled with good customer reviews, then ZenDesk is your solution. It has tons of features that make is super popular including the following:
Features
- It integrates well with other tools of business without requiring any special code
- It receives customer queries and assigns them the correct context within the software, making the IT support agent’s work easier when it comes to resolution of the issue
- Has multiple channels on which to offer support including emails, help center, voice, chatbots, community forums, messaging and social.
- It has inbuilt automation to bolster agent bandwidth and improve workflow
HubSpot
For an IT ticketing system that uses a single dashboard to record, tabulate and keep track of customer issues, you can’t go wrong with HubSpot. Furthermore, IT agents can keep track of crucial support metrics including ticket volumes, response time by agents among others. Its most notable features include the following:
Features
- Live chat with customer via the use of chatbots
- Establishes, tracks and satisfies client service level agreements (SLAs)
- Produces continuous surveys to establish customer satisfaction
- Uses a centralized help desk for automation of tickets and efficient resolution of the same
- Prioritizes critical requests over the not so urgent
ServiceDesk Plus
Internal IT issues can cause a serious downtime, affecting your business operations adversely. ServiceDesk Plus promises to alleviate these issues by providing a platform where they can be resolved efficiently and fast. Its main features include:
- It can be accessed via mobile devices so support staff can offer assistance from anywhere
- Automatically assigns tickets to the available technicians
- Has the capacity to monitor both software and hardware deployment issues
- Has live-chat options for real-time interactions between IT support and customers
In Conclusion
These IT ticketing software comparisons are just a tip of the iceberg; there are many other ticketing software with great features. By noting the most important features that your organization needs, you can make an informed decision on which one to settle on that will meet your requirements.