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Top Rated Customer Engagement Software with Support Ticket Management 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

Support ticket management enables efficient tracking, prioritization, and resolution of customer issues. It improves response times, ensures organized communication, and provides detailed reports, enhancing overall customer support effectiveness. Our reviewers in customer engagement software rated this feature as important.

6 Best Customer Engagement Software with Support Ticket Management

Product
User rating
Starting price
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
visit website
Zendesk Suite logo
4.4
(4K)
39
per user/per month
visit website
LiveChat logo
4.6
(1.7K)
25
per user/per month
visit website
Freshdesk logo
4.5
(3.3K)
19
per user/per month
visit website
LiveAgent logo
4.7
(1.7K)
15
per user/per month
visit website
Salesforce Service Cloud logo
4.5
(811)
25
per user/per month
visit website

See other top Customer Engagement products with support ticket management

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 Customer Engagement software category. They also needed to have sufficient reviews about support ticket management, 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 support ticket management, 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

Zoho Desk logo

Zoho Desk

Reviews Sentiment
 
 
 
1-2(21)
3-4(884)
5(1,304)
Key Features
Content Management4.4
Engagement Tracking

User insights about the support ticket management feature

Reviewers appreciate Zoho Desk's support ticket management capabilities, highlighting its ease of use and organization. They say it streamlines issue handling, increases customer satisfaction, and integrates with various channels like email, chat, and social media. Users report it enhances productivity with features like conversation tracking, quick updates, and centralized ticket management.
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“Zoho follows an ominichannel ticketing system which collects support tickets from other channels and easily organize them in a single interface.”
SS

Sheha S.

Business Development Coordinator

“Support ticket management allows us to efficiently provide service to all the customers, and internal employees by examining the ticket to every service inquiry. With the support ticket management of Zoho desk we can chat with the customer and with the ticket raiser through Instagram, whatsapp and Facebook also.”
Verified reviewer profile picture

Dnyanoba M.

Deputy 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
Zendesk Suite logo

Zendesk Suite

Reviews Sentiment
 
 
 
1-2(117)
3-4(1,679)
5(2,270)
Key Features
Content Management4.2
Engagement Tracking

User insights about the support ticket management feature

Reviewers highlight Zendesk Suite's support ticket management for its customization, ease of use, and integration capabilities. They appreciate features like ticket prioritization, categorization, and assignment, which improve efficiency and customer satisfaction. Users report it helps manage and track tickets effectively, though some mention it could benefit from additional management features.

See related user reviews

“As a former Client Care employee, we used to handle online tickets and customer requests through Zendesk, it allowed us to handle by priority and forward requests that needed upper management attention and to work effectively as a team”
TA

Tayeb A.

Client Care Specialist

“With features like ticket prioritization, categorization, and assignment, support teams can manage their workload more efficiently. Agents can focus on high-priority tickets first, ensuring that urgent issues are addressed quickly.”
JI

Jahidul I.

Finance

Starting price
39per user /
per month
visit website
Pros and Cons based on 4,066 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
LiveChat logo

LiveChat

Reviews Sentiment
 
 
 
1-2(19)
3-4(489)
5(1,200)
Key Features
Content Management --
Engagement Tracking4.5

User insights about the support ticket management feature

Reviewers indicate LiveChat's support ticket management is user-friendly and efficient. They appreciate its quick response times, centralized system for high volumes of requests, and ease of tracking tickets. Users report it helps prioritize customer concerns and streamline support processes, though some find the built-in system limited compared to other tools.

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“Support tickets are important in live chat for several reasons:Efficiency: Support tickets help streamline the support process by providing a centralized system for tracking and managing customer inquiries. When customers submit tickets, the information is captured and stored, allowing support agents to handle multiple conversations simultaneously. This improves efficiency and enables agents to respond to inquiries in a more organized and timely manner.Accountability: Support tickets create a record of customer interactions, ensuring accountability on the part of the support team. Each ticket contains details such as the customer's issue, the actions taken, and any resolutions provided. This documentation is valuable for reference, analysis, and quality assurance purposes. It helps identify trends, recurring problems, and areas for improvement within the support process.Collaboration and Knowledge Sharing: Ticketing systems enable support teams to collaborate effectively. Agents can assign tickets to specific team members, transfer tickets when necessary, or seek assistance from colleagues. ”
RS

Ravinder S.

LiveChat

“Support Ticket Management will help the processes to prioritize important asks and concerns of the customer and work accordingly to resolve.”
GB

Gopa B.

Group Manager - Training

Starting price
25per user /
per month
visit website
Pros and Cons based on 1,708 verified reviews

Effective team collaboration

Extensive integration options

Easy implementation process

Enhanced client communication

Seamless website integration

Frequent connection issues

High costs for small teams

Inconsistent issue resolution

Messaging limitations

See pros and cons details
Freshdesk logo

Freshdesk

Reviews Sentiment
 
 
 
1-2(49)
3-4(1,344)
5(2,003)
Key Features
Content Management4.5
Engagement Tracking5.0

User insights about the support ticket management feature

Reviewers highlight Freshdesk's support ticket management for its automation, ease of use, and effective tracking. They appreciate the ability to categorize, prioritize, and reassign tickets, which enhances productivity and customer satisfaction. Users report it offers valuable features like SLA tracking, customizable workflows, and integration with various platforms.
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“This tool helps a lot in terms of tracking all the numbers of tickets coming in and out. It's easier for the supervisor to see if there were tickets that needs to be prioritize. Service Level can be manage easily coz of freshdesk. ”
DM

Donna M.

Trainer

“Freshdesk's support ticket management feature is very helpful for our team to manage and respond to customer support tickets, this feature allows us to assign, prioritize, and track tickets in a very effective way.”
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Ahmed A.

Founder, Biomedical Engineer & Data Scientist

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,396 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(493)
5(1,248)
Key Features
Content Management4.7
Engagement Tracking --

User insights about the support ticket management feature

Users find LiveAgent's support ticket management helpful for centralizing and tracking support requests. They appreciate features like automated ticket routing, unique ticket IDs, and integration with Exchange. Reviewers indicate it improves customer support ratings and internal coordination, making it easy to assign, track, and resolve tickets efficiently.
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“The support ticket is essential for this LiveAgent and they designed this very well. We can clearly see what is the status of each ticket, assign it to different users and mark it as solved with a couple of clicks.”
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Miguel D.

Desarrollo de nuevos negocios

“I like that it has its own unique ID for every ticket created making it easy for tracking the status of each ticket.”
MG

Marion G.

CEO/Owner

Starting price
15per user /
per month
visit website
Pros and Cons based on 1,748 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
Salesforce Service Cloud logo

Salesforce Service Cloud

Reviews Sentiment
 
 
 
1-2(15)
3-4(325)
5(471)
Key Features
Content Management4.7
Engagement Tracking

User insights about the support ticket management feature

Users report Salesforce Service Cloud's support ticket management is highly customizable and integrates well with other tools. They appreciate its ease of use, ability to reassign tickets, and features like Web to Case and Email to Case. Reviewers find it helps track and resolve issues efficiently, though some mention occasional bugs.

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“Salesforce makes it easy to create and manage tickets. We have integrations with our other tools that help to automate the population of tickets and the movement of information to and from the development and product management teams”
AS

Alex S.

Head of Integrations

“Ticket management support, allows activities and tasks to be tracked and controlled effectively and quickly, and Salesforce made it easy for us to use this feature, which helped us a lot in the work of the organization.”
AM

Aseel M.

Account

Starting price
25per user /
per month
visit website
Pros and Cons based on 811 verified reviews

Comprehensive client tracking

Enhanced team collaboration

Effective client management

Efficient tracking management

Insightful dashboard analytics

High cost concerns

Slow performance speed

Frequent technical issues

Complex user management

See pros and cons details

Other Top Rated Customer Engagement Software with Support Ticket Management in 2026

Zoho Desk logo

Zoho Desk

Customer service software for businesses of all sizes

visit website
Zoho Desk helps you manage all customer interactions coming from multiple channels. Artificial Intelligence assistant, automate ticket management, measure satisfaction & customize support. Our free plan gives you 3 users free to help you get a head start with your customer service operations.

Read more about Zoho Desk

Users also considered
Zendesk Suite logo

Zendesk Suite

AI powered customer service across all channels

visit website
Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

Read more about Zendesk Suite

Users also considered
LiveChat logo

LiveChat

AI-based live chat for customer support and sales teams

visit website
Engage customers on your website and guide them through the sales process or provide them with an amazing customer service! Try LiveChat for 30 days for free!

Read more about LiveChat

Users also considered
Freshdesk logo

Freshdesk

Online helpdesk system and customer service software

visit website
Freshdesk is a cloud-based customer service software that helps businesses of all sizes engage with customers across email, phone, chat, and social media effortlessly.

Read more about Freshdesk

Users also considered
Slack logo

A single place for team communication and workflows

learn more
Slack is a single workspace that connects users with the people and tools they work with everyday, no matter where they are or what they do

Read more about Slack

Users also considered
LiveAgent logo
Category Leaders

Multichannel customer care solution with an AI chatbot

learn more
LiveAgent is an omnichannel customer satisfaction solution. It helps businesses manage key customer interactions and customer support tickets from a single platform. LiveAgent is a leader in delivering exceptional customer experiences.

Start with a 1 month free trial, no credit card required.

Read more about LiveAgent

Users also considered
EngageBay CRM logo
Category Leaders

Integrated sales & marketing software for growing teams

learn more
AI-powered all-in-one CRM for marketing, sales, and support — built to help small businesses grow faster.

Read more about EngageBay CRM

Users also considered
Intercom logo

AI-powered customer service with helpdesk

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Intercom is redefining how businesses support their customers using powerful messaging and automation

Read more about Intercom

Users also considered
Birdeye logo

AI-based webchat assistant for business conversations

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Birdeye is the leading AI-powered reputation and social media management platform for local brands. Over 150,000 businesses use Birdeye to maximize online reputation, engage across social channels, and gain insights to enhance customer experience and grow.

Read more about Birdeye

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

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TeamSupport is an all-in-one, AI-driven platform for B2B SaaS that unites support ticketing, messaging, and live chat with insights and workflows for onboarding, churn prevention & upsell motions. Get a 365° view of customer health and start making data-driven decisions that build loyal customers.

Read more about TeamSupport

Users also considered
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

learn more
Lime Connect is the leading GDPR-compliant software for messaging & automation that helps businesses transform customer communication.

Read more about Lime Connect

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

learn more
Use Salesforce Service Cloud's customer self-service, online communities, live chat and social customer support features to improve online customer engagement.

Read more about Salesforce Service Cloud

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
Pipefy logo

Design and automate business workflows in minutes.

learn more
Pipefy increase efficiency and integrate end-to-end operations on a secure, low-code workflow and business process automation (BPA) platform for teams in IT, Procurement, Finance, HR, and more.

Read more about Pipefy

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
XM for Customer Experience logo

Customer experience management (CXM) platform

learn more
Improve every key moment along the customer journey with the world's most advanced, AI-driven platform for customer engagement.

Read more about XM for Customer Experience

Users also considered
Front logo
Category Leaders

AI-enabled customer service platform for collaboration

learn more
Front is a customer operations platform that enables customer-facing teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email.

Read more about Front

Users also considered
Wati logo

Conversational AI Platform

learn more
Wati is an automated marketing, sales, service and support tool for businesses who want to use WhatsApp as a communication tool to sell more products and services.

Read more about Wati

Users also considered
Missive logo

Collaborative inbox for teams

learn more
Missive is a team inbox and chat tool that helps teams to collaborate across email, SMS, WhatsApp, Twitter, and other communication channels. The inbox provides a business-first collaborative experience.

Read more about Missive

Users also considered
Hiver logo

Modern, AI help desk software built for fast teams.

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Hiver is a modern, AI customer service platform with strong customer engagement features. It offers omnichannel support, chatbots for instant help, a knowledge base for self-service, and CSAT surveys to measure satisfaction - helping teams build stronger, long-lasting customer relationships.

Read more about Hiver

Users also considered
Creatio CRM logo

New era CRM to manage all customer and operational workflows

learn more
Creatio Service is a full-cycle AI-native service management platform that enhances customer experience through efficient case and request management, a unified agent desktop, omnichannel communications, collaborative tools, and flexible ITSM workflows.

Read more about Creatio CRM

Users also considered
Genesys Cloud CX logo

AI-enabled experience orchestration platform

learn more
Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one composable modern architecture

Read more about Genesys Cloud CX

Users also considered
Tiledesk logo
Category Leaders

Build AI Agents with drag-and-drop. No code required.

learn more
Tiledesk is an AI Agent platform for support and business automation. Build agents with a drag-and-drop, no-code flow builder and power them with RAG knowledge bases and MCP actions to connect tools. Multichannel, multilingual, open source, with SaaS and self-hosted options.

Read more about Tiledesk

Users also considered
SAP Customer Experience logo

Enterprise CRM software

learn more
SAP Customer Experience is a cloud-based customer relationship management solution that integrates with SAP ERP, forming part of the complete SAP business suite. The CRM software provides a single platform to store all client account information and manage all customer communications.

Read more about SAP Customer Experience

Users also considered
UJET logo
Category Leaders

Customer interaction & support platform with CRM integration

learn more
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps.

Read more about UJET

Users also considered

Key features for Customer Engagement software

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

  • Content Management: Reviewers highlight the ease of creating, managing, and customizing content, which is essential for improving customer engagement and maintaining organized, accessible information. 95% of reviewers rated this feature as important or highly important.
  • Engagement Tracking: Reviewers value detailed insights into user interactions and campaign performance, which help refine strategies and improve customer engagement. 93% of reviewers rated this feature as important or highly important.
  • Customer Database: Users appreciate the centralized storage of customer information, facilitating personalized interactions, better relationship management, and targeted marketing efforts. 91% of reviewers rated this feature as important or highly important.
  • Activity Tracking: Reviewers emphasize the importance of monitoring and analyzing key activities to gain insights, optimize strategies, and improve customer interactions. 90% of reviewers rated this feature as important or highly important.
  • Alerts/Notifications: Users find value in timely notifications for customer interactions, ensuring prompt responses and efficient communication. 89% of reviewers rated this feature as important or highly important.
  • Reporting/Analytics: Reviewers find the detailed insights into customer interactions and performance metrics crucial for data-driven decision-making and strategic planning. 88% of reviewers rated this feature as important or highly important.