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Top Rated IT Ticketing Systems Software with Reporting/Analytics in 2026

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All user reviews are verified by in-house moderators and provider data by our software research team.  Learn more

Last updated: March 2026

Reporting and analytics enable tracking of agent performance, SLA compliance, and customer insights. They facilitate data-driven decisions, improve customer service, and provide detailed visualizations, making it easier to monitor and optimize processes. Our reviewers in IT ticketing systems software rated this feature as important.

6 Best IT Ticketing Systems Software with Reporting/Analytics

Product
User rating
Starting price
Zendesk Suite logo
4.4
(4K)
39
per user/per month
visit website
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
visit website
Zoho CRM logo
4.3
(6.9K)
14
per user/per month
visit website
Freshdesk logo
4.5
(3.4K)
19
per user/per month
visit website
LiveAgent logo
4.7
(1.7K)
15
per user/per month
visit website
Dynamics 365 logo
4.4
(5.8K)
50
per user/per month
learn more

See other top IT Ticketing Systems products with reporting/analytics

How we picked the 6 top rated products

We chose the high-performing solutions on this list based on verified user ratings on our site. Depending on available data, qualifying products either had to be among the most user-reviewed or the most searched-for products in the IT Ticketing Systems software category. They also needed to have sufficient reviews about reporting/analytics, have a minimum user rating of 3 out of 5 for that feature, and show evidence of U.S. market presence. We then added a distinction for up to three products based on our proprietary ratings and reviews: Highest rated, Highly rated for reporting/analytics, and Highly rated for free version. Sponsorship or client status has no influence on the selection of these products, but it may impact the order in which products appear.

Details for the 6 best products

Zendesk Suite logo

Zendesk Suite

Reviews Sentiment
 
 
 
1-2(117)
3-4(1,679)
5(2,271)
Key Features
Support Ticket Management4.5
Support Ticket Tracking4.5

User insights about the reporting/analytics feature

Reviewers appreciate Zendesk Suite's reporting and analytics capabilities but note that setting up custom reports can be complex. They find the pre-made reports useful and the integration with Power BI beneficial for in-depth analysis. Users report that these tools help track agent performance, customer behavior, and SLA compliance, aiding in data-driven decision-making.

See related user reviews

“It has a great engine that helps us capture every and any aspect of an interaction. We are able to build custom reports such as customer spend habits, agent performance, top customer contact reason, etc.”
MR

Mark R.

Customer Experience Manager

“Zendesk has great reports and statistics for us to use. Each department can see who is doing tickets, what types of tickets they are working, SLAs, etc. This helps management ensure that everyone is getting the help that they need. ”
GP

Geoff P.

Systems Security Analyst

Starting price
39per user /
per month
visit website
Pros and Cons based on 4,067 verified reviews

Efficient client support

Comprehensive issue tracking

Robust customer support

Effective team management

Streamlined helpdesk support

High costs and confusing pricing

Slow performance speed

Challenges in data management

Inconsistent issue resolution

Limited email management

See pros and cons details
Zoho Desk logo

Zoho Desk

Reviews Sentiment
 
 
 
1-2(21)
3-4(884)
5(1,304)
Key Features
Support Ticket Management4.6
Support Ticket Tracking4.6

User insights about the reporting/analytics feature

Users report that Zoho Desk provides user-friendly and powerful reporting and analytics capabilities. They find it easy to generate reports, track SLA compliance, and gain insights into customer service performance. Reviewers appreciate the integration with Zoho Analytics for more detailed analysis and the ability to monitor agent productivity and identify areas for improvement.
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“Being able to see live users on the site, monitor agents online time within their Zoho accounts and much more really makes reporting and analytics useful for businesses of all sizes. This also supports the identification of areas in which changes must be made.”
MD

Matt D.

Owner

“Provides powerful reporting and analytics capabilities, allowing you to gain insights into your customer service performance.”
Verified reviewer profile picture

Arheer G.

Marketing Manager

Starting price
20per user /
per month
visit website
Pros and Cons based on 2,209 verified reviews
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Enhanced productivity features

Effective team collaboration

Streamlined client interactions

Support for business expansion

Seamless CRM integration

Slow performance issues

Notification management challenges

Email handling limitations

Complex user interface

See pros and cons details
Zoho CRM logo

Zoho CRM

Reviews Sentiment
 
 
 
1-2(251)
3-4(3,151)
5(3,558)
Key Features
Support Ticket Management
Support Ticket Tracking

User insights about the reporting/analytics feature

Reviewers highlight Zoho CRM's robust reporting and analytics capabilities. They find it easy to generate and customize reports, track performance, and visualize data through various formats like charts and dashboards. Users appreciate the integration with other Zoho products and the ability to make data-driven decisions, forecast trends, and improve business strategies.
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“The online reporting and business intelligence tool Zoho Reports makes it simple to analyse corporate data and produce smart dashboards and reports for reasoned decision-making. ”
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Chandra S.

Email Marketing Specialist

“reporting and analytics features empower businesses to monitor performance, identify trends, and make informed decisions to drive sales and revenue growth”
jd

joseph d.

accountant

Starting price
14per user /
per month
visit website
Pros and Cons based on 6,960 verified reviews
Verified reviewer profile picture

Comprehensive sales management

Efficient client management

Effective customer tracking

Robust lead management

Scalable for various business sizes

Frequent user issues

Inadequate customer support

Outdated user interface design

Need for performance improvements

Complicated navigation

See pros and cons details
Freshdesk logo

Freshdesk

Reviews Sentiment
 
 
 
1-2(49)
3-4(1,349)
5(2,006)
Key Features
Support Ticket Management4.6
Support Ticket Tracking4.5

User insights about the reporting/analytics feature

Reviewers highlight Freshdesk's reporting and analytics capabilities, noting the ease of automating reports and creating custom analytics. They find it useful for tracking agent performance, customer satisfaction, and ticket resolution times. Users report that these insights help improve customer support operations, although some mention the need for better customization and accuracy in reports.
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“Freshdesk's reporting and analytics capabilities provide sellers with valuable insights into the performance of their customer service operations, allowing them to make data-driven decisions about how to improve.”
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Maximiliano B.

Sales

“Freshdesk include report templates and also, we can create custom reports with specific criteria for a determined support analytics.”
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Jose J.

CTO

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,404 verified reviews
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Multichannel communication support

Efficient help desk management

Enhanced team collaboration

Robust issue tracking

Comprehensive customer support

Limited search functionality

Slow performance speed

Inconsistent issue resolution

Inefficient email management

Problematic call management

See pros and cons details
LiveAgent logo

LiveAgent

Reviews Sentiment
 
 
 
1-2(7)
3-4(494)
5(1,248)
Key Features
Support Ticket Management4.7
Support Ticket Tracking4.7

User insights about the reporting/analytics feature

Reviewers appreciate LiveAgent's reporting and analytics capabilities. They find it easy to set up and use, providing detailed analytics and comprehensive reports on agent performance, ticket resolution times, and customer satisfaction. Users report that these insights help improve communication and customer support, track success, and enhance overall service quality.
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“I like it's provision of comprehensive reports for ease of Tracking data of all activities like how agents respond to queries and more”
MC

Medan C.

Writer

“We can determine how quickly we assist the clients and how satisfied the clients were with our service ”
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Ric H.

Financial representative

Starting price
15per user /
per month
visit website
Pros and Cons based on 1,749 verified reviews
Verified reviewer profile picture

Unified social media management

Enhanced team coordination

Comprehensive client support

Centralized communication channels

Frequent technical issues

Complex email management

Challenging call management

See pros and cons details
Dynamics 365 logo
Reviews Sentiment
 
 
 
1-2(127)
3-4(2,642)
5(3,037)
Key Features
Support Ticket Management4.4
Support Ticket Tracking

User insights about the reporting/analytics feature

Reviewers indicate that Dynamics 365 offers powerful reporting and analytics tools. They appreciate the intuitive data visualization, customizable reports, and integration with Power BI. Users report that these capabilities provide valuable insights into business performance, enhance decision-making, and improve efficiency and productivity across various departments.

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“You have dashboard to display key performance, realtime track progress you also have std reports that provide detail insight. you can also integrate with other modules and it's predictive analytics also helps.”
GS

Gurinderjeet S.

Relationship manager

“The impact of reporting and analytics on Dynamics 365 is significant. The ability to gain insights into business performance through data analysis is essential for all businesses, and this is especially true for those that use Dynamics 365 as their CRM solution. With the right reporting and analytics tools in place, businesses can make better decisions, improve customer service, and achieve greater success. ”
sp

shaibu p.

IT and digital marketing

Starting price
50per user /
per month
learn more
Pros and Cons based on 5,806 verified reviews

Comprehensive sales management

Effective customer relationship management

Enhanced team collaboration

Efficient task management

Seamless Microsoft integration

Slow performance speed

Disruptive software updates

Steep learning curve

High costs and complexity

See pros and cons details

Other Top Rated IT Ticketing Systems Software with Reporting/Analytics in 2026

Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Read more about Zendesk Suite

Users also considered
Freshservice logo

Freshservice

A complete IT service management (ITSM) tool for business

visit website
Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release, and knowledge management tools.

Read more about Freshservice

Users also considered
Zoho CRM logo

Customer relationship management solution

learn more
Zoho CRM is a cloud-based customer relationship management (CRM) solution that helps businesses of all sizes close deals smarter, better and faster. The solution lets businesses reach customers through every channel, including telephone, email, social media, and live chat.

Read more about Zoho CRM

Users also considered
Dynamics 365 logo

ERP and CRM applications from Microsoft

learn more
Microsoft Dynamics 365 is a multi-language, multi-currency enterprise resource planning (ERP) software. The solution is designed for midsize and larger companies, and is fully customizable and extensible through its rich development platform and tools.

Read more about Dynamics 365

Users also considered
Freshdesk logo

Online helpdesk system and customer service software

learn more
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Read more about Freshdesk

Users also considered
ScreenConnect logo

Remote meeting platform for resolving customers' queries

learn more
ScreenConnect is a help desk solution that allows businesses to detect and resolve customer queries through remote monitoring capabilities. Agents can prevent potential cyberthreats & protect data via features such as AES-256 encryption and two-factor authentication.

Read more about ScreenConnect

Users also considered
LiveAgent logo

TitanHQ and Redstor powered by CyberSentriq

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CyberSentriq unites TitanHQ and Redstor to deliver AI‑driven cybersecurity and data protection for 3,000+ MSPs and 150k SMBs worldwide

Read more about LiveAgent

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

learn more
Zoho Desk is a web and mobile-based customer service software that enables businesses of all sizes and types to deliver customer support, empower agents, and maintain operations.

Read more about Zoho Desk

Users also considered
Asset Panda logo

Cloud-based asset relationship management platform

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Asset Panda is a highly configurable asset tracking platform that helps businesses of all sizes manage their IT assets, inventory, equipment, and more. With customizable fields, unlimited users, and seamless integrations, Asset Panda provides a centralized solution to keep track of your valuable assets and streamline your operations.

Read more about Asset Panda

Users also considered
Nimble logo

Contact management & social relationship solution

learn more
Designed for SMBs, Nimble connects all contacts, calendars, communications & social interactions on one platform for streamlined communication & lead nurturing. It is a CRM tool for Office 365 and G-Suite that builds contact management solutions for teams and individuals. It does all the work by integrating with productivity apps such as inboxes and calendars, delivers a streamlined user experience, and was built to help business teams close more deals, faster.

Read more about Nimble

Users also considered
NetSuite logo

AI-powered cloud-based business management suite

learn more
NetSuite is an AI-powered cloud-based business management suite. It helps organizations streamline their operations and gain real-time insights into their performance. The suite caters to a range of industries such as manufacturing, retail, and professional services.

Read more about NetSuite

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

learn more
TeamSupport is built for growth-stage B2B SaaS companies who are focused on providing quality customer support, and want to incorporate customer feedback to grow and refine their products.

Read more about TeamSupport

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

learn more
Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Read more about Salesforce Service Cloud

Users also considered
JIRA Service Management logo

IT service platform for unified support

learn more
JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.

Read more about JIRA Service Management

Users also considered
Odoo logo

All-in-one open-source business software

learn more
Odoo is an all-in-one, open-source business platform covering CRM, Sales, Accounting, Inventory, Manufacturing, and Projects. It’s fully integrated, customizable, and scalable for companies of any size or budget.

Read more about Odoo

Users also considered
Flowlu logo

Work automation and team collaboration in one platform.

learn more
Flowlu’s IT ticketing system streamlines support by centralizing requests, automating workflows, and tracking issue resolution. Assign tickets, set priorities, and collaborate with your team to ensure quick responses and efficient problem-solving. Keep customers informed with real-time updates.

Read more about Flowlu

Users also considered
SolarWinds Service Desk logo

IT Service Desk & Asset Management Software

learn more
SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

Read more about SolarWinds Service Desk

Users also considered
Apptivo logo

CRM solution for managing customer accounts

learn more
Apptivo is a customer relationship management app that allows businesses to create and manage customer accounts with information such as contact information, website, annual revenue‚ address‚ number of employees‚ & more. Accounts can be associated with other records such as contacts or opportunities.

Read more about Apptivo

Users also considered
mHelpDesk logo

Cloud-based field service management software

learn more
mHelpDesk is a cloud and mobile-based field service management software that assists with job tracking and invoicing. Users can access customer information from any device. Key features include quoting, scheduling, job tracking, billing and invoicing, electronic payments, QuickBooks integration, and more.

Read more about mHelpDesk

Users also considered
SysAid logo

AI-enabled ITSM platform for businesses of all sizes

learn more
SysAid is an ITSM software platform that enhances IT service management with AI chatbots, workflow automation, and asset management.

Read more about SysAid

Users also considered
Bitrix24 logo

All in one business management workspace

learn more
Bitrix24 is an all-in-one business management platform that integrates CRM, project management, and collaboration tools in a single workspace. The system offers task management with Kanban boards and Gantt charts, communication features including video calls and chat, plus website building capabilities with ecommerce functionality. Bitrix24 includes HR management tools for employee tracking and workflow automation, all accessible via mobile applications.

Read more about Bitrix24

Users also considered
The Mortgage Office logo

Web-based mortgage and loan servicing software

learn more
The Mortgage Office is a web based loan servicing software which helps to streamline, manage and automate current loan servicing tasks

Read more about The Mortgage Office

Users also considered
Pulseway logo

Remote monitoring and management platform for IT

learn more
Pulseway is a remote monitoring and management software designed for managing workstations, servers, and network devices across Windows, Mac, and Linux environments. The platform includes real-time monitoring with actionable alerts, remote control capabilities with unlimited sessions, automated patch management for operating systems and third-party applications, and scripting tools with auto-remediation features.

Read more about Pulseway

Users also considered
Yonyx logo

Decision tree driven Interactive guides for customer service

learn more
Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system. Yonyx guides help improve CSAT & First Call Resolution, while reducing average handle time & deflecting calls

Read more about Yonyx

Users also considered
CXone Mpower logo

Cloud-based contact center software

learn more
CXone Mpower is a cloud-based contact center platform that assists with customer experience (CX), brand value optimization, and more.

Read more about CXone Mpower

Users also considered

Key features for IT Ticketing Systems software

Based on GetApp's analysis of verified user reviews collected between July 2021 and August 2024.

  • Support Ticket Management: Reviewers highlight the ability to capture, manage, and track tickets efficiently with customizable workflows, automation, and prioritization to improve customer support. 94% of reviewers rated this feature as important or highly important.
  • Support Ticket Tracking: Users appreciate tracking capabilities that allow them to monitor ticket status, view updates, and ensure timely resolution with clear visibility and detailed logs. 94% of reviewers rated this feature as important or highly important.
  • Help Desk Management: Reviewers value the comprehensive help desk management features, including ticket categorization, prioritization, and integration with multiple communication channels for efficient support. 93% of reviewers rated this feature as important or highly important.
  • Access Controls/Permissions: Users emphasize the importance of role-based access controls for securing sensitive data and customizing permissions to ensure proper user management. 88% of reviewers rated this feature as important or highly important.
  • Alerts/Notifications: Users highlight the effectiveness of alerts and notifications in keeping teams informed about ticket updates, ensuring prompt responses, and maintaining workflow efficiency. 86% of reviewers rated this feature as important or highly important.