34 Best Customer Service Ticketing Software of 2025: Reviewed & Compared

Best Customer Service Ticketing Software Reviews

To help you find the best customer management software for your needs, here are detailed descriptions of my top solutions and the reasons why they made this list.

#1 Freshdesk

Freshdesk is an all-in-one platform for AI-powered support, striking an impressive balance between user-friendly design and powerful, enterprise-grade functionality. It’s a comprehensive help desk that unifies conversations from every channel into a single, intuitive dashboard.

Its “Freddy AI” engine automates ticket categorization, suggests responses, and even identifies frustrated customers, empowering teams of any size to operate with efficiency.

Key features:

• Omnichannel ticket resolution
• Robust self-service portal builder
• Field service management tools
• AI-powered features for deflecting common questions
• Integrations with Slack, Shopify, Microsoft Teams, Jira, and Google Workspace

Pricing:

• Free plan available
• Growth: From $15 per agent/month
• Pro: From $49 per agent/month
• Enterprise: From $79 per agent/month

Best for:

Teams of any size looking for an accessible, AI-driven platform that balances power with ease of use.

Pros and cons

Pros: Strengths include its intuitive and easy-to-navigate interface, powerful built-in AI and automation tools, and a generous free plan that is perfect for startups.
Cons: On the downside, reporting features in the lower-tier plans can be basic, and the sheer number of available features can sometimes be overwhelming for new users.

#2 Zendesk

Zendesk is best customer service ticketing software according to G2 (6,686 reviews) and Capterra (4,038 reviews with Positive 89% reviews) and also according to CloudTalk, thanks to high reviews from our customers and flawless integration with CloudTalk. It offers a highly mature and flexible platform that can be molded to fit the specific needs of virtually any organization, from startups to global corporations.

Zendesk isn’t just a ticketing tool; it’s a complete service platform where you can build complex workflows, create sophisticated knowledge bases, and leverage powerful analytics.

Key features:

• Unified agent workspace for complete customer context
• Advanced voice and messaging capabilities
• An AI agent that can be trained on your specific help content
• A marketplace of over 1,200 apps
• Integrations with Salesforce, Slack, Jira, and Shopify

Pricing:

• Suite Team: $55 per agent/month
• Suite Growth: $89 per agent/month
• Suite Professional: $115 per agent/month

Best for:

Businesses that plan to grow and need a powerful, customizable foundation that will never be outgrown.

Pros and cons

Pros: Zendesk’s main advantages are that it is extremely scalable and highly customizable, it features a powerful analytics and reporting suite, and it has a massive ecosystem of third-party integrations.
Cons: Potential drawbacks include that it can require a dedicated administrator to manage effectively, and the cost of add-on features can significantly increase the total price.

#3 CloudTalk

CloudTalk is the ultimate voice upgrade for your help desk. CloudTalk with integration with classic ticketing system is one of the best solutions based on 1,485 reviews on G2, with rating 4.4 with best ratings from small businesses and medium sized businesses. While not a traditional ticketing system, it serves as a powerful backbone for any support team where phone communication is a critical channel, enhancing dedicated help desks with best-in-class telephony.

For teams whose support volume is dominated by phone calls, CloudTalk is a game-changer. Its deep integrations automatically log every call and voicemail as a ticket in your primary help desk (like Zendesk or Freshdesk).

Key features:

• Advanced call routing, queuing, and IVR
• Real-time analytics and call recording
• AI-driven conversation summaries and sentiment analysis
• Native integrations with Zendesk, Freshdesk, HubSpot, and Gorgias
• Seamless synchronization of call data into tickets

Pricing:

• Starter: $25 per user/month
• Essential: $30 per user/month
• Expert: $50 per user/month

Best for:

Teams already using a help desk who want to add robust, scalable, and intuitive voice capabilities to their support stack. Based on Capterra reviews it is one of the best customer service ticketing solutions in 2025 thanks to high rating of 4.4 with easy to use interface and better pricing than competitors.

Pros and cons

Pros: The platform offers superior voice and call center functionality, automatically logs all call activity directly into your help desk, and improves agent efficiency with a suite of call-specific features.
Cons: However, it is not designed for managing non-voice channels like email or chat, its full ticketing functionality requires integration with another dedicated tool, and it may require agents to use two separate interfaces.

#4 monday service

Monday service is the leader in no-code workflow customization. It takes the visual, intuitive project management interface that monday.com is famous for and applies it to customer service, allowing teams to build their ideal support workflows using drag-and-drop tools.

Instead of forcing you into a rigid ticketing structure, it provides the building blocks—like customizable forms, automations, and dashboards—to design your own process.

Key features:

• Visual Kanban boards for tracking ticket status
• A centralized, built-in knowledge base
• Powerful no-code automation recipes
• Customizable forms and dashboards
• Integrations with Slack, Google Drive, Jira, and thousands more via Zapier

Pricing:

• Basic: From $26 per seat/month (3 seat minimum)
• Standard: From $39 per seat/month
• Pro: From $65 per seat/month

Best for:

Non-technical teams with unique support needs that don’t fit a traditional help desk model.

Pros and cons

Pros: Key benefits are its extremely flexible and visually intuitive interface, a powerful no-code automation builder, and its excellence for managing service-related projects.
Cons: The platform can lack some of the specialized, deep-ticketing features found in dedicated systems, and the per-seat cost can add up quickly for larger teams.

#5 Hiver

Hiver is the top choice for managing support within Gmail. It’s a unique solution that transforms your existing Google Workspace into a powerful, multi-channel help desk, operating directly within the familiar Gmail interface.

For teams that live and breathe in their inbox, Hiver adds critical support features like ticket assignment, collision alerts (to prevent duplicate replies), and SLA tracking without disrupting their workflow.

Key features:

• Shared inboxes for managing group emails (e.g., support@ )
• AI-assisted response suggestions and automation
• Collision alerts to prevent duplicate replies
• Internal notes and shared drafts for collaboration
• Integrations with Salesforce, HubSpot, Jira, and Slack

Pricing:

• Free plan available
• Lite: $19 per user/month
• Pro: $49 per user/month
• Elite: $69 per user/month

Best for:

Teams using Google Workspace who want to add powerful help desk functionality directly into their existing email workflow.

Pros and cons

Pros: Hiver offers a zero learning curve for Gmail users, provides strong collaboration features like shared drafts and notes, and keeps all team communication within a familiar ecosystem.
Cons: The main limitations are that it only works for businesses using Google Workspace, and its list of native integrations is less extensive than what larger platforms offer.

#6 Zoho Desk

Zoho Desk is the best value for context-aware automation. It’s a feature-rich and highly affordable ticketing system that is part of the broader Zoho ecosystem of business apps, providing a powerful help desk that helps agents understand the full customer journey.

Zoho Desk packs features that many competitors charge a premium for, such as its AI assistant “Zia,” multi-department management, and advanced process automation.

Key features:

• Context-aware interface with relevant customer history
• AI assistant “Zia” for automation and insights
• Multi-department management from a single platform
• A mobile app for on-the-go support
• Integrations with the full Zoho suite, Salesforce, Slack, and Shopify

Pricing:

• Free plan available
• Standard: $7 per user/month
• Professional: $20 per user/month
• Enterprise: $35 per user/month

Best for:

Small and medium-sized businesses that need a powerful, scalable solution without a hefty price tag.

Pros and cons

Pros: Its advantages include exceptional value with a robust feature set for the price, powerful built-in AI and automation capabilities, and a highly scalable architecture for growing support teams.
Cons: On the other hand, the interface can feel busy and takes some time to master, and the deepest benefits are realized by businesses already invested in the broader Zoho ecosystem.

#7 Salesforce Service Cloud

Salesforce Service Cloud is the enterprise powerhouse for CRM-driven service. It is the customer service arm of the world’s leading CRM platform, designed for businesses that want to provide highly personalized support.

When your support agents have instant access to a customer’s entire history—every purchase, email opened, and sales conversation—they can provide an unmatched level of service.

Key features:

• 360-degree view of the customer within the Salesforce CRM
• Advanced case management and omnichannel routing
• “Einstein” AI for automating tasks and providing recommendations
• Tools for field service management and digital engagement
• Access to thousands of apps on the AppExchange

Pricing:

• Starter: $25 per user/month
• Professional: $80 per user/month
• Enterprise: $165 per user/month

Best for:

Large businesses and enterprises that are already using Salesforce CRM and want to provide deeply personalized, data-driven support.

Pros and cons

Pros: The platform provides an unparalleled 360-degree view of the customer, is highly scalable for global enterprise operations, and includes powerful AI and predictive analytics.
Cons: Its high cost and complexity make it unsuitable for most small businesses, and it requires significant setup and ongoing administrative resources to manage effectively.

#8 LiveAgent

LiveAgent is the go-to for all-in-one live chat and ticketing. It’s a versatile and budget-friendly help desk solution that combines ticketing, live chat, and call center capabilities into a single, unified platform.

Its “hybrid ticket stream” is particularly effective, allowing agents to follow a customer’s journey across different channels (e.g., a live chat that becomes an email ticket) within a single conversation thread, preserving all context.

Key features:

• Universal inbox to consolidate all communications
• Fast and customizable live chat widget
• Built-in call center capabilities
• Customer portal with a knowledge base and forums
• Integrations with Slack, Shopify, and Google Analytics

Pricing:

• Free plan available
• Small: $9 per agent/month
• Medium: $29 per agent/month
• Large: $49 per agent/month

Best for:

Small and mid-sized businesses looking for a comprehensive, multi-channel support solution at a very competitive price point.

Pros and cons

Pros: Advantages include very affordable and feature-rich plans, excellent live chat functionality, and a hybrid ticket stream that provides seamless customer context.
Cons: Drawbacks are that the user interface feels less modern than some competitors, and many of its advanced features are gated in the higher-priced tiers.

#9 Front

Front is the best for collaborative, shared inbox management. It redefines the help desk by focusing on the shared inbox as a hub for team collaboration, consolidating email, SMS, and social media into one place.

Front allows teams to assign messages, leave internal comments on conversation threads (without the customer seeing), and share drafts before sending a reply, which is perfect when a resolution requires input from multiple departments.

Key features:

• Shared inboxes for team collaboration
• Internal comments and shared drafts
• Customizable automation rules and message templates
• Robust analytics for tracking team performance
• Integrations with Salesforce, HubSpot, Asana, and Jira

Pricing:

• Starter: $19 per user/month
• Growth: $59 per user/month
• Scale: $99 per user/month

Best for:

Teams where resolving customer issues is a highly collaborative process requiring input from multiple people or departments.

Pros and cons

Pros: Front is outstanding for team collaboration, unifies multiple channels into a single inbox, and streamlines complex resolutions with its internal comments feature.
Cons: However, it lacks some of the deep, enterprise-level features of its competitors, and it can become expensive as you add more channels and integrations.

#10 Jira Service Management

Jira Service Management is the premier tool for IT and development-focused support. It’s an ITSM solution built on the powerful Jira platform, designed to help IT, operations, and development teams handle service requests with speed.

Its native integration with Jira Software is a massive advantage for tech companies. A support ticket can be seamlessly linked to a development ticket, creating an efficient workflow between support and engineering teams.

Key features:

• Deep, native integration with Jira Software
• Robust ITSM workflows for incident, problem, and change management
• A self-service portal for users to submit requests
• Knowledge base integration with Confluence
• Integrations with Slack, Microsoft Teams, and hundreds of DevOps tools

Pricing:

• Free plan available for up to 3 agents
• Standard: $22.05 per agent/month
• Premium: $49.10 per agent/month

Best for:

Tech companies where support issues often need to be escalated to development and engineering teams.

Pros and cons

Pros: The platform offers unbeatable integration for developer collaboration, provides powerful and compliant ITSM workflows, and is highly scalable and customizable for technical teams.
Cons: The system can be overly complex for non-IT support teams, and the interface may feel overwhelming for beginners.

#11 TeamSupport

TeamSupport is the specialist in complex B2B customer support. It is built from the ground up to address the unique challenges of B2B companies, focusing on managing the entire customer relationship, not just individual tickets.

It understands that in B2B, you’re supporting an entire company. It allows you to link multiple contacts to a single account and view all related tickets. Features like the “Customer Distress Index” use AI to proactively flag at-risk accounts.

Key features:

• Customer management tools built for B2B relationships
• “Customer Distress Index” to identify at-risk accounts
• Integrated screen recordings and CSAT surveys
• Product and inventory tracking
• Integrations with Salesforce, HubSpot, Jira, and Slack

Pricing:

• Essential: $45 per user/month
• Enterprise: $65 per user/month
• Complete: Custom pricing

Best for:

B2B technology and software companies that need to manage complex customer relationships and provide collaborative support.

Pros and cons

Pros: Strengths are that it is purpose-built for the complexities of B2B support, has a strong focus on collaboration and customer health, and includes proactive tools to identify at-risk customers.
Cons: The main drawbacks are its higher starting price point compared to many generalist tools and the fact that no free trial is publicly available.

#12 Gorgias

Gorgias is the essential help desk for e-commerce brands. It’s designed exclusively for e-commerce, centralizing all customer communications and deeply integrating with platforms like Shopify, Magento, and BigCommerce.

Gorgias allows agents to see a customer’s complete order history and perform actions like issuing refunds or editing orders directly from the help desk. Its powerful macros can automate responses to common questions like “Where is my order?”.

Key features:

• Deep integration with Shopify, Magento, and BigCommerce
• Ability to view and edit customer orders from the help desk
• Powerful automation and macros for e-commerce queries
• Intent detection to prioritize urgent tickets
• Multi-channel support including social media comments and DMs

Pricing:

• Starter: $10/month (includes 50 tickets)
• Basic: $60/month (includes 300 tickets)
• Pro: $360/month (includes 2,000 tickets)

Best for:

E-commerce businesses of all sizes that want to provide fast, context-aware support and increase agent efficiency.

Pros and cons

Pros: The platform has an unrivaled integration with e-commerce platforms, allows agents to modify orders directly from the help desk, and offers excellent automation for common e-commerce queries.
Cons: Its pricing model is based on ticket volume, which can become costly for high-volume stores, and it is not a suitable choice for businesses operating outside the e-commerce space.

Complete list of Best Help Desk & Ticketing Software for 2025

Looking for more tools to explore? Here are 22 Help Desk Software others that didn’t make the top 12 Best Ticketing Software but are still worth your consideration:

Intercom: A leader in real-time, conversational support and proactive customer engagement.

HubSpot Service Hub: Unifies support with sales and marketing in a single CRM powerhouse.

Help Scout: A simple, human-centric help desk perfect for teams who prioritize personal touch.

SAAS First: A great starting point for startups, with an integrated AI-powered chatbot.

Tidio: A live chat-focused platform with solid ticketing and reporting features.

CoSupport AI: A platform that blends ticketing support with powerful business intelligence.

NinjaOne: An integrated solution for IT management and endpoint support ticketing.

Qualtrics: The enterprise choice for deep customer experience feedback and sentiment analysis.

Microsoft Power BI: A powerful tool for visualizing ticketing data and forecasting support trends.

Zoho Analytics: Ideal for tracking customer trends and building custom KPI dashboards.

Adobe Experience Manager: Manages digital assets and content to power your knowledge bases.

IBM Watson: Leverages advanced AI to uncover deep insights from unstructured ticket data.

QuestionPro Research Suite: Deploys advanced surveys to gather granular feedback on support quality.

Venngage: Uses AI to turn complex support metrics into compelling, easy-to-digest visuals.

Google Analytics: Helps identify user friction points on your website before they turn into tickets.

HappyFox: A modern and intuitive ticketing platform, especially popular for IT help desks.

ServiceNow: An enterprise-grade titan for IT Service Management and digital workflows.

Spiceworks: A popular free help desk and network monitoring tool for IT professionals.

SysAid: A comprehensive platform for IT asset management and service desk operations.

ProProfs Help Desk: A user-friendly help desk that includes integrated bug tracking.

Kayako: A reliable omnichannel, cloud-hosted support software for small and mid-sized businesses.

Groove: A straightforward and effective help desk designed for small, growing businesses.

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Decoding Customer Ticketing Software: What Is It, Really?

At its core, customer ticketing software is a system that centralizes all customer inquiries—from email, chat, phone, social media, and more—into a single, manageable queue.

Each inquiry becomes a “ticket,” which is a digital record of the interaction. This allows support teams to track, manage, prioritize, and collaborate on resolving customer issues efficiently, ensuring that no request gets lost and every customer gets a timely response.

Our Framework: How We Selected the Best Software

To provide a fair and structured evaluation, I assessed each platform against a consistent set of criteria, focusing on the real-world needs of support teams.

• Core Functionality (25%): How well does it handle the fundamentals? This includes ticket management, automation, multi-channel support, and reporting.
• Advanced & Standout Features (25%): I looked for differentiators like AI-driven insights, collision detection, deep customization, and proactive support tools.
• Usability & User Experience (10%): How intuitive is the interface? I considered the learning curve and overall ease of use for agents and administrators.
• Onboarding & Setup (10%): I evaluated the quality of training materials, interactive guides, templates, and the overall setup process.
• Customer Support (10%): How good is the provider’s own support? I looked at response times, channel availability (24/7, chat), and the quality of help documentation.
• Value For Money (10%): I analyzed pricing tiers against the features offered to determine the overall return on investment.
• Customer Reviews & Reputation (10%): I synthesized feedback from thousands of real users on sites like G2 and Capterra to gauge overall satisfaction and reliability.

How to Choose the Right Ticketing Software for Your Team

Navigating the options can be daunting. Use this checklist to stay focused on what truly matters for your business.

Scalability: Will this software grow with you? Look for flexible plans that can handle an increase in agents and ticket volume without breaking.

Integrations: Does it connect with your critical tools? Check for seamless integrations with your CRM, communication platforms (like Slack), and e-commerce systems.

Customizability: Can you adapt it to your workflow? Look for the ability to create custom ticket fields, automated rules, and tailored reports.

Ease of Use: Will your team actually use it? A clunky interface leads to low adoption and wasted investment. Prioritize a clean, intuitive user experience.

Budget: What is the total cost of ownership? Factor in implementation fees, training, and potential add-ons, not just the monthly subscription price.

Security: Is your customer data safe? Ensure the software has robust security features, data encryption, and compliance with regulations like GDPR.

The Future of Support: Key Trends in Ticketing Technology

The world of customer support is evolving rapidly. Here are the key trends shaping the next generation of ticketing software:

Generative AI as an Agent Co-Pilot: AI is no longer just for chatbots. It’s now embedded in the agent’s workflow, suggesting replies, summarizing long conversations, and automating tedious post-interaction tasks.

The Shift to Proactive Support: The best systems are moving from reactive to proactive. They use data to identify potential issues (like a customer repeatedly visiting a help page) and trigger outreach before a support ticket is even created.

The Convergence of Communication: The lines between help desks, call centers, and CRMs are disappearing. The future is a unified platform where every interaction, regardless of channel, contributes to a single, seamless customer conversation.

Hyper-Personalization at Scale: AI and deep data integration allow for one-to-one personalization for thousands of customers simultaneously, making every customer feel like they are your only customer.

Data Privacy as a Core Feature: In an era of heightened data security concerns, vendors are increasingly competing on their robust compliance, security protocols, and privacy controls.

The Core Benefits of a Modern Ticketing System

Implementing the right platform delivers tangible advantages across your business:

Dramatically Improved Efficiency: Automation and clear workflows reduce manual effort, allowing your team to handle more inquiries with less stress.

Increased Customer Loyalty: Fast, consistent, and context-aware responses build trust and significantly reduce customer churn.

Data-Driven Strategic Decisions: Real-time analytics provide clear insights into customer pain points, agent performance, and product flaws, enabling you to make smarter business decisions.

Enhanced Team Productivity: Centralized communication and clear ticket ownership eliminate confusion and wasted time, leading to faster resolutions and happier agents.

Contrarian Tip: It Exposes Your Flaws. A great ticketing system is an unflinching mirror. It won’t just highlight your successes; it will ruthlessly expose your weaknesses—a buggy feature, a confusing policy, a gap in your support coverage. Embracing this painful feedback is the fastest path to genuine improvement.

Frequently Asked Questions About Ticketing Software

Still have questions? Here are answers to some of the most common inquiries.

How does a customer service ticketing system work?
When a customer contacts your business through any channel, the system automatically creates a unique “ticket.” This ticket acts as a central file for that specific issue, containing all related messages, internal notes, and customer information. It’s then assigned to an agent who manages it until the issue is resolved, creating a complete, trackable record of the entire interaction.

Which features help reduce agent burnout and improve job satisfaction?
Look for features that eliminate repetitive, low-value work. Intelligent ticket routing distributes the workload evenly. Automation rules handle tedious tasks like tagging or categorizing tickets. A comprehensive, easily searchable knowledge base empowers agents to find answers quickly without having to ask colleagues. Finally, collaboration tools that allow for easy internal communication reduce feelings of isolation and make it simple to get help on tough cases.

What’s the difference between customer experience (CX) management and customer service ticketing?
Think of it this way: CX management is the overarching strategy of designing and improving the entire customer journey, from their first visit to your website to their tenth purchase. Customer service ticketing is a critical, reactive component of that strategy, focused on efficiently and effectively resolving problems when they arise. You can’t have a great customer experience without a great ticketing system.