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Top Rated Live Chat Software with Support Ticket Management in 2026

Verified reviewer profile picture
Verified reviewer profile picture

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 organizes and tracks customer inquiries, ensuring timely resolutions and efficient workload distribution. It enhances team collaboration, prioritizes urgent issues, and maintains accountability, ultimately improving customer satisfaction. Our reviewers in live chat software rated this feature as important.

6 Best Live Chat Software with Support Ticket Management

Product
User rating
Starting price
Zendesk Suite logo
4.4
(4K)
39
per user/per month
visit website
LiveAgent logo
4.7
(1.7K)
15
per user/per month
visit website
Freshdesk logo
4.5
(3.4K)
19
per user/per month
visit website
Zoho Desk logo
4.5
(2.2K)
20
per user/per month
visit website
LiveChat logo
4.6
(1.7K)
25
per user/per month
Salesforce Service Cloud logo
4.5
(816)
25
per user/per month

See other top Live Chat 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 Live Chat 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

Zendesk Suite logo

Zendesk Suite

Reviews Sentiment
 
 
 
1-2(117)
3-4(1,681)
5(2,272)
Key Features
Real-Time Notifications4.4
Chat/Messaging4.5

User insights about the support ticket management feature

Reviewers praise Zendesk Suite's support ticket management for its high degree of customization and efficiency. They value the intuitive interface, the ability to track, prioritize, and resolve tickets, and the wide range of integrations. Users highlight the system's organized layout, the ease of assigning and updating tickets, and the comprehensive reporting features. They also appreciate the ability to manage customer inquiries effectively and improve overall customer satisfaction.

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

“Support ticket management in Zendesk Suite is important for efficiently handling and tracking customer inquiries, ensuring timely responses, and delivering effective customer support services.”
AJ

Angel J.

HMIS Operations Manager

Starting price
39per user /
per month
visit website
Pros and Cons based on 4,070 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
LiveAgent logo

LiveAgent

Reviews Sentiment
 
 
 
1-2(7)
3-4(496)
5(1,250)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.8

User insights about the support ticket management feature

Reviewers indicate that LiveAgent's support ticket management is user-friendly and efficient. They value the centralization of tickets and the automated ticket routing. Users appreciate the detailed reports and the ability to track and manage tickets easily. They also mention the integration with Exchange and the unique ticket IDs that facilitate tracking and resolution.
Verified reviewer profile picture

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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.”
Verified reviewer profile picture

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 1,753 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
Freshdesk logo

Freshdesk

Reviews Sentiment
 
 
 
1-2(49)
3-4(1,350)
5(2,008)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.6

User insights about the support ticket management feature

Reviewers find Freshdesk's support ticket management highly effective and user-friendly. They appreciate the automation capabilities, the intuitive dashboard, and the ability to categorize and prioritize tickets. Users mention the ease of tracking and managing tickets, the fast response times, and the comprehensive reporting features. They also value the integration with other platforms and the customizable workflows.
Verified reviewer profile picture

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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.”
Verified reviewer profile picture

Ahmed A.

Founder, Biomedical Engineer & Data Scientist

Starting price
19per user /
per month
visit website
Pros and Cons based on 3,407 verified reviews
Verified reviewer profile picture

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
Zoho Desk logo

Zoho Desk

Reviews Sentiment
 
 
 
1-2(21)
3-4(885)
5(1,305)
Key Features
Real-Time Notifications4.5
Chat/Messaging4.7

User insights about the support ticket management feature

Reviewers appreciate Zoho Desk's support ticket management for its ease of use and efficiency. They highlight its omnichannel ticketing system, which centralizes tickets from various channels. Users find it convenient for tracking, updating, and managing tickets, and they value the ability to categorize tickets by different criteria. They also mention the system's quick response times and clear ticket history.
Verified reviewer profile picture

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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 2,211 verified reviews
Verified reviewer profile picture

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
LiveChat logo
Reviews Sentiment
 
 
 
1-2(19)
3-4(490)
5(1,204)
Key Features
Real-Time Notifications4.6
Chat/Messaging4.7

User insights about the support ticket management feature

Reviewers appreciate LiveChat's support ticket management for its simplicity and efficiency. They find it easy to use and manage, with quick response times and the ability to track tickets effectively. Users mention the centralized system for organizing high volumes of requests and the helpfulness of the support team. However, some note limitations in the options for dealing with tickets at different stages.

See related user reviews

“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
Pros and Cons based on 1,713 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
Salesforce Service Cloud logo
Reviews Sentiment
 
 
 
1-2(16)
3-4(326)
5(474)
Key Features
Real-Time Notifications4.2
Chat/Messaging4.0

User insights about the support ticket management feature

Reviewers highlight Salesforce Service Cloud's support ticket management for its customizability and ease of use. They appreciate the ability to manage tickets via case comments, reassign tickets, and integrate with other tools. Users find the system highly organized and efficient, with features like Web to Case and Email to Case enhancing ticket management. They also mention the tool's user-friendly interface and effective tracking capabilities.

See related user reviews

“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
Pros and Cons based on 816 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 Live Chat Software with Support Ticket Management in 2026

Zendesk Suite logo

Zendesk Suite

Category Leaders

AI powered customer service across all channels

visit website
Zendesk offers industry leading live chat software that’s quick to implement and easy to use. It lets you deliver real time, conversational support on web, mobile, and social media like Facebook/WhatsApp. Response times can be as fast as 30 seconds and agent performance can improve by 25%.

Read more about Zendesk Suite

Users also considered
LiveAgent logo

LiveAgent

Category Leaders

Multichannel Help Desk Solution with Powerful AI Features

visit website
LiveAgent is a web-based Live Chat and Help Desk solution which enables the management of support tickets from multiple channels, including phone, live chat, and social media.

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

Read more about LiveAgent

Users also considered
Freshdesk logo

Freshdesk

Category Leaders

Online helpdesk system and customer service software

visit website
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
Slack logo

A single place for team communication and workflows

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
LiveChat logo
Category Leaders

AI-based live chat for customer support and sales teams

LiveChat serves as a fully capable tool to provide a complex customer service and proactively convert website visitors into customers.

Read more about LiveChat

Users also considered
Zoho Desk logo

Customer service software for businesses of all sizes

With Zoho Desk's embeddable live chat widgets make instant responses for instant happiness. Your customers can get in touch with your agents instantly, right from the Help Center with Contextual AI, so your agents can respond and help them find answers faster.

Read more about Zoho Desk

Users also considered
EngageBay CRM logo

Integrated sales & marketing software for growing teams

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
Category Leaders

AI-powered customer service with helpdesk

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

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
Tidio logo
Category Leaders

Aill-in-one customer support software with AI features

Tidio is a live chat software suite comprising help desk, live chat, chatbot, and AI agent products. Talk to your customers in real time, integrate the live chat widget with your website and social media, and set up chabots for when you're off-line to continue providing support and generating leads.

Read more about Tidio

Users also considered
TeamSupport logo

Cloud-based customer support solution for B2B SaaS

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
Lime Connect logo

Live chat and customer messaging for businesses of all sizes

Userlike is a live chat solution for website and messaging support. Chat with your customers on your website, Facebook Messenger, WhatsApp, Telegram and SMS.

Read more about Lime Connect

Users also considered
Salesforce Service Cloud logo

AI powered customer service management platform

Use Salesforce Service Cloud to initiate a personalized live chat session with your website visitors. Route chats, monitor & coach agents in real-time and more.

Read more about Salesforce Service Cloud

Users also considered
Bitrix24 logo

All in one business management workspace

100% FREE live chat and contact center software used by over 12 million companies. Also comes with free CRM and email marketing.

Read more about Bitrix24

Users also considered
Smartsupp logo
Category Leaders

Smartsupp–Live Chat, Chatbots, and Video Recordings

Smartsupp live chat connects you with your visitors. Automate FAQ replies via chatbot to save time and resolve customer inquiries fast, access visitor data and metrics to understand your target audience and customer needs, and take advantage of multichannel communication all on a single dashboard.

Read more about Smartsupp

Users also considered
3CX logo

Web & mobile-based (Android, iOS) communications system.

3CX Live Chat is a free live chat solution that offers extra calling capabilities and team communication features at no cost!

Read more about 3CX

Users also considered
tawk.to logo
Category Leaders

Live chat support & messaging solution

tawk.to is a cloud-based live chat & messaging solution designed to help businesses of all sizes connect with customers via a mobile application or website. The platform allows users to view chat history, as well as performance analytics, & monitor customer communication via customizable pages.

Read more about tawk.to

Users also considered
HelpCrunch logo

Customer Communication tool for support, marketing & sales

All your customer communication - in one place.
Close more deals in real time
and provide faster customer support.

Read more about HelpCrunch

Users also considered
Front logo
Category Leaders

AI-enabled customer service platform for collaboration

Front is a customer operations platform with live chat capabilities that enables support, sales, and account management teams to deliver exceptional service at scale. Front Chat brings your focus where it should be — on your customers.

Read more about Front

Users also considered
Help Scout logo
Category Leaders

Cloud-based customer support platform

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Read more about Help Scout

Users also considered
Missive logo

Collaborative inbox for teams

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
Gladly logo

Cloud-based customer service platform

Live chat that keeps every customer conversation in one place—no tickets, no silos. Just fast, personal support in real time across every channel.

Read more about Gladly

Users also considered
Glassix logo

One inbox, countless smiles

Glassix is the AI-powered unified messaging platform that keeps your customer conversations connected across any digital channel - Instant messaging apps and SMS text, email conversations, live chat on your website or app, and social media messages. Powered by GPT-4.

Read more about Glassix

Users also considered
Drift logo
Category Leaders

Live chat & in-app messaging for sales & marketing

Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot, in-app messaging & email management tools

Read more about Drift

Users also considered
Hiver logo

Modern, AI help desk software built for fast teams.

Hiver is a modern, AI customer service platform with strong live chat capabilities. With it, teams can capture details, assign owners, and track chats in real time. Automated assignments, AI-powered reply suggestions, analytics, CSAT surveys, and transcripts help improve team performance.

Read more about Hiver

Users also considered

Key features for Live Chat software

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

  • Real-Time Notifications: Reviewers value real-time notifications for their instant alerts, enabling prompt responses and enhancing customer engagement and team productivity. 95% of reviewers rated this feature as important or highly important.
  • Chat/Messaging: Users appreciate the ease and flexibility of chat/messaging for real-time communication, multimedia sharing, and maintaining conversation history for reference and organization. 95% of reviewers rated this feature as important or highly important.
  • Real-time Consumer-facing Chat: Reviewers highlight the importance of real-time consumer-facing chat for immediate customer support, personalized interactions, and improving customer satisfaction. 91% of reviewers rated this feature as important or highly important.
  • Mobile Access: Reviewers emphasize the importance of mobile access for staying connected and managing customer interactions on the go, ensuring continuous support and flexibility. 90% of reviewers rated this feature as important or highly important.
  • Transcripts/Chat History: Users value the transcripts/chat history feature for maintaining records of past interactions, aiding in follow-up actions, and improving customer communication strategies. 86% of reviewers rated this feature as important or highly important.