Help Desk & Ticketing Software

What is Help Desk & Ticketing Software?

Help desk and ticket management software solutions are used to optimize the overall customer support services offered by companies. They are particularly beneficial to businesses who lack the resources to build large-scale customer support centres. These business applications provide all the tools necessary to support your agents in managing their workload and improving their performance.

Help desk software can be used for both internal technical support as well as external customer case management. These apps offer a more efficient way to track and organize tickets, record repeated incidents and problems, and standardize issue-solving procedures. Common functionalities include the ability to build a workflow, scripts and a customized knowledge base for easy referral by all agents.

Many help desk applications will enable your company to offer 24/7 customer support through the use of customer self-service portals. These online spaces include searchable knowledge databases, forums, FAQ’s, videos and other self-help documentation. This means your agents have more time on their hands to deal with more escalated issues.

The case management features common to help desk software allows you to store and archive personal customer information and agent interaction history. Agents are provided with instant access to a range of data from one platform. This speeds up customer waiting time as agents grab the data they need in seconds. Not leaving tools facilitate communication among agents. Case routing ensures specific issues are sent to the right agents. .

Help desk applications generally feature multi channel support across various communication platforms such as web, email, phone, chat and social media. Use these applications to identify key trends and measure the time spent by agents to resolve specific issues. Customer satisfaction and agent performance can be improved through the reporting tools offered by help desk applications.

Help Desk & Ticketing software features guide

Core help desk and ticketing software functionality

Functionality Description
Issue tracking and ticket management Captures customer service requests and complaints by classifying and allocating them to a customer service representative.
Self-service Allows customers to resolve their queries through a knowledge management database without contacting a customer service representative.
Reporting Gathers and consolidates key customer service data from multiple sources to analyze customer satisfaction trends for faster customer query resolution.
Integration Enables help desk and ticketing software to connect with other email, marketing, and third-party software to get more data insights.
Additional features Add-ons that boost core functionality of help desk and ticketing software for businesses seeking to scale with software.

Issue tracking and ticket management

What is the status of customer queries among your support staff? Are they getting resolved on time? These are just some of the questions that issue and tracking management features within help desk and ticketing software helps address. Each time a customer logs a query with your representative, a ticket is generated with a time stamp, allowing you to track status and the time it takes to resolve queries. Let's look at some other specific issue tracking and ticketing management features that you should be aware of:

Features Description
Alerts/escalation Generates an alert to the stakeholder and automatically escalates overdue tickets to a service desk agent for an immediate response.
Change management Ensures standard operating procedures (SOPs) are adopted by streamlining and automating the process of change management.
Customer history/customer database Maintains database of all the previous interactions with customers, including previous issues and how they were resolved. Access to database reduces the turnaround time of service desk agents.
Email notifications Sends a notification to a service desk agent about the email or ticket received from a customer so that the agent can resolve the customer's query in a timely manner.
Issue tracking Monitors the progress of every technical or non-technical problem raised or support ticket issued until service desk agents solve the problem.
Ticket management A centralized system to manage every request, convert them into tickets and assign tickets to the service desk agent. Agents can categorize and prioritize tickets as per the nature of service requests.


Is your customer call flow always full? Finding it tough to wrap up calls on time and increase your call resolution rate? One way to reduce customer dependence on your agents is through self-service portals that let customers access your product knowledge base, FAQs, online forums, and other resources. Self-service portals free up bandwidth for service agents and allow customers to resolve queries that are related to general information of a particular product.

Here are some self-service features that your customers can access without contacting your customer care representatives:

Features Description
Knowledge base Provides a repository of descriptions of common or previously resolved customer queries, or FAQs that incorporate search technologies to help users find the right answer.
Online forums Hosts customer conversations about product reviews, queries, and complaints within a single online platform. Support team members can also participate and solve queries.
Self-service portal Allows internal or external customers to search for solutions to their problems.
Surveys and feedback Facilitates the answering of questions about service quality and what's expected from a service request or service desk agent.
Web forms An online form that can be used to submit queries or give a suggestion. Helps with the process of capturing service requests from the website.


Measuring the effectiveness of your customer services is essential to maintaining customer loyalty. Reporting tools such as dashboards, real time analytics, and customized reporting templates provide up-to-date information on the number of outstanding customer tickets, call flow, customer queue, and call resolutions. Based on these data parameters, you can make accurate assumptions of how well customers appreciate your products and services.

Here's a brief breakdown of some of the reporting features that you commonly find in help desk and ticketing software:

Features Description
Activity dashboard Identifies team performance metrics by the number of queries solved. The dashboard helps with categorizing groups that have maximum pending requests, as well as the particular modules that are generating more tickets than others.
Customizable reporting Allows users to change the report template to feature the company logo and themes. Teams can add new tables and columns such as queries received, solved, and pending.
Real-time analytics Helps identify the number of users on the help desk page in real time and analyzes types of queries submitted by the users.
Real-time monitoring Captures details such as login issues and client activities in order to monitor usage and the problem areas users are facing.
Service level management Allows users to set prioritization triggers, automatic escalations, and other custom rules to ensure applicable issues are handled in compliance with an SLA.


Including other software features such as CRM, email marketing, and social media management also helps monitor customer service. Instead of purchasing a new system, you can integrate your customer service software with other third party software such as QuickBooks.

Listed below are some of the integrations that you can use with your help desk and ticketing software:

Features Description
Active directory integration A directory service implemented by Microsoft for Windows domain networks that authenticates and authorizes all users as well as enforces security policies.
APIs Provides a set of tools to build applications that can integrate with help desk software to improve the user experience.
CRM integration Enables additional integration with a CRM software to understand customer-buying behavior, purchases, and case management.
Email integration Provides additional integration with other email software to send automated emails to customers for a survey or feedback after a service desk agent has resolved their query.
Social media integration Enables additional integration with social media software to resolve customer queries or complaints on social media.
Third-party integration Provides additional integrations with third party software to offer a more complete customer service solution.

Additional features

Add-ons broaden the scope of your help desk and ticketing software by offering more features to augment your customer service. For example, if your software is not configured with a chat interface, you can include a compatible customer care chat module to enhance your business requirements.

Here's a list of some of the additional features that you can chose for your help desk and ticketing software.

Features Description
Access control Provides limited viewing rights to help desk agents in order to restrict access to confidential customer files.
Auto-responders Automated emails and messages are sent to customers to inform them about ticket resolution time. Agents can set up their own customized auto-reply messages.
Chat A mode of communication that allows help desk agents to communicate with customers and facilitate interaction through short text messages.
Custom fields Enables help desk agents to create user-specific fields to enter additional customer information.
Customizable templates Documentation/note templates that make it easier for agents to input customer information.
Multi-channel communication Allows customers to communicate with customer care agents through various modes of communications such as email, chat, text messages, and social media accounts.
Single sign on Enables service desk agents to access multiple applications with a single login account.
IT asset management Tracks inventory of IT assets such as desktops and laptops, while also tracking changes made to hardware and software configurations.

Help Desk & Ticketing Category Leaders Q1 2018

ArchivedThis ranking is not scheduled to be updated and is provided here for historical perspective

GetApp's quarterly ranking showcases the leading 10-15 Help Desk & Ticketing apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.


Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews*

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.


Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms*

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.


Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.