Ticketing System Comparison – Your Compact Overview

Suddenly the printer stops working and immediate help is needed. In situations like these, customers often reach out directly to the manufacturer. Today, this can be done not only via email or phone, but also through various social media and messaging platforms like Twitter, Facebook, WhatsApp, and Instagram. While smaller businesses can quickly lose track or have messages disappear into the void, larger companies often see such inquiries endlessly bounce between departments.

Ticketing systems promise a solution. Depending on the context, they may go by different names: in customer support they’re often referred to as helpdesk systems, and in German, they’re also known as “case management systems.”
The benefits of a well-integrated ticketing system are clear: they significantly simplify day-to-day operations within a company. As part of a helpdesk system, they receive customer inquiries from multiple channels, organize them clearly, and enable staff from various departments to process issues and questions in a structured way. The result is faster workflows, greater transparency (leading to notable resource savings), and ultimately improved customer relationships.

There is now a wide variety of ticketing systems available, and it's worth evaluating not only the cost but also the features in relation to your company's capacity and needs. 2DC provides you with a compact ticketing system comparison to help you navigate the ticketing jungle and find the system that best fits your business.

What is a Ticketing System?

A ticketing system is a software solution that helps businesses manage customer inquiries, IT support requests, or internal tasks efficiently. Each request is recorded as a "ticket" containing all relevant information about the issue and communication between the customer and support staff.

The main function of a ticketing system is to centrally capture, categorize, prioritize, and track requests until they are fully resolved. This ensures a structured and traceable handling of issues, improving both customer satisfaction and employee productivity.

Ticketing systems often offer features such as automatic ticket assignment, status tracking, prioritization, escalation management, and comprehensive reporting capabilities. These features make it easier to collect customer data, keep track of all open and resolved tickets, and quickly identify potential bottlenecks.

From small startups to large enterprises, ticketing systems are essential tools for improving service quality and optimizing internal processes. They help standardize communication processes, enhance workflows, and ensure that no request goes unanswered.

By choosing a simple ticketing system, businesses can not only boost the efficiency of their support processes but also significantly increase customer satisfaction and long-term loyalty.

What Are the Benefits of a Ticketing System for Businesses?

• Efficient Request Handling: Centralized ticket management allows for faster and more efficient processing of inquiries, leading to shorter response and resolution times.
• Transparency and Traceability: Open-source ticketing systems enable real-time tracking of request statuses. Both staff and customers can monitor progress at any time, increasing transparency and building trust.
• Prioritization and Assignment: Tickets can be prioritized by urgency and automatically assigned to the appropriate employees or departments, ensuring that critical issues are addressed promptly.
• Improved Communication: A ticketing system centralizes communication between customers and support teams. All relevant information and previous interactions are stored within a single ticket, making communication more efficient and transparent.
• Workflow Automation: Automation features reduce repetitive tasks and streamline processes, lowering the workload for staff and minimizing errors.
• Reporting and Analytics: Extensive reporting functions allow you to analyze key metrics such as resolution times, ticket volumes, and customer satisfaction. This data supports continuous process improvement and early identification of bottlenecks.
• Better Customer Service: Structured and efficient handling of requests improves service quality and customer satisfaction ([link: 2dc.one/de/ki-im-kundenservice]). Satisfied customers are more loyal and contribute positively to business growth.
• Resource Management: Ticketing systems help optimize resource allocation by evenly distributing workloads and preventing overburdened employees.

What Should You Consider When Choosing a Ticketing System?

• Functionality: Check which features the system offers. Key features include ticket creation, prioritization, automation, reporting, and integrations with other tools. Make sure the system supports your specific business needs.
• User-Friendliness: The system should be intuitive and easy to use. A user-friendly interface increases employee adoption and simplifies onboarding.
• Customizability: A good ticketing system should be flexible and customizable to support your company’s unique workflows and requirements. Ensure it can be configured to suit your operations.
• Integration: Make sure the ticketing system integrates seamlessly with your existing IT infrastructure and tools, such as email clients, CRM systems, or collaboration platforms. Well-documented and accessible APIs are crucial here.
• Scalability: The system should be able to grow with your business. Verify that it can handle an increasing number of tickets efficiently as your company expands.
• Cost: Compare pricing across systems. Consider not only upfront costs but also ongoing expenses for licenses, maintenance, and support.
• Security: Data security should be a top priority. Ensure the system includes robust security measures to protect sensitive information.
• Support and Maintenance: Reliable support and regular updates are essential. Check what support options the provider offers and whether the system is regularly updated for improvements and security.
• Reviews and References: Look for user reviews and case studies. These can provide valuable insights into the system’s strengths and weaknesses..
• Trial Options: Many vendors offer free trials or demos. Use this opportunity to test the system in practice and see if it meets your business requirements.

Comparison of Ticketing Systems – a brief overview

Ticketing System Comparison – The Details

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses of all sizes streamline their support processes and deliver excellent customer service. With its user-friendly interface and a wide range of powerful features, Freshdesk enables seamless management of customer inquiries across multiple communication channels, including email, phone, chat, and social media.

Benefits of Freshdesk

• Multichannel Support: Freshdesk consolidates all customer inquiries from various channels into one central platform, allowing support teams to stay organized and respond quickly.
• Automation: Recurring tasks can be efficiently managed through automation features. This saves time and reduces errors by allowing processes to run automatically.
• Self-Service Portal: With an integrated self-service portal, customers can find solutions to their problems on their own. This reduces the workload for support teams and increases customer satisfaction.
• Advanced Reporting: Freshdesk offers comprehensive reporting and analytics tools that allow monitoring of support team performance and identification of improvement opportunities.
• User-Friendliness: The intuitive interface of Freshdesk makes it easy to create, manage, and track tickets, boosting team productivity.

Who is Freshdesk suitable for?

• Small and Medium-Sized Businesses (SMBs): For SMBs, Freshdesk offers a cost-effective solution with a free version and affordable plans. Its simple implementation and scalability make it ideal for growing businesses.
• Large Enterprises: Large companies benefit from advanced features such as automation, workflow management, and extensive integration options. Freshdesk integrates seamlessly into existing systems and supports complex support needs.
• Startups: Startups can respond quickly and flexibly to customer inquiries using Freshdesk without large infrastructure investments. The platform is ready to use immediately and adapts to a startup’s evolving needs.
• E-Commerce and Online Service Providers: E-commerce businesses appreciate the multichannel capabilities and the ability to handle customer inquiries via social media and live chats. This fosters fast and efficient customer communication.

Go to provider

Jira Service Management

Jira Service Management, developed by Atlassian, is a powerful and flexible IT service management (ITSM) solution designed to maximize the efficiency of IT and support teams. The software offers a wide range of features that enable organizations to streamline their support processes and ensure high service quality.

Benefits of Jira Service Management

• Agile Support: Jira Service Management seamlessly integrates agile methodologies, helping teams respond quickly and flexibly to changes. This is especially valuable for organizations that implement agile practices in their workflows.
• Comprehensive Automation: With automation rules, recurring tasks and processes can be automated, reducing staff workload and increasing efficiency.
• Self-Service Portal: The self-service portal allows customers to independently find solutions to their issues, easing the burden on support teams and promoting faster problem resolution.
• Reporting & Analytics: Extensive reporting and analytics features provide insights into support team performance and help identify areas for improvement.
• Integration with Atlassian Products: Jira Service Management integrates seamlessly with other Atlassian tools like Jira Software, Confluence, and Bitbucket, enhancing collaboration and transparency across the organization.

Who is Jira Service Management suitable for?

• Large Enterprises: Large organizations benefit from the scalability and extensive integration options of Jira Service Management. The software can be smoothly integrated into existing IT infrastructures and supports complex requirements and workflows.
• IT Departments and Technical Teams: For IT departments, Jira Service Management offers specialized ITSM features such as incident, problem, and change management, enabling efficient service management and continuous improvement.
• Software Development Teams: Development teams already using Jira Software can seamlessly integrate Jira Service Management to connect development and IT support processes, fostering better collaboration.
• Startups and Growing Businesses: Startups and growing companies appreciate the flexibility and adaptability of Jira Service Management, which can be easily tailored to evolving business needs and processes.
• Regulated Industries: Companies in highly regulated industries benefit from Jira Service Management’s robust audit and compliance features, helping them meet regulatory requirements.

Go to provider

OTRS

OTRS (Open Ticket Request System) is a comprehensive and flexible service management software designed to improve the efficiency and quality of customer support and IT service processes. OTRS offers a wide range of features that help organizations manage inquiries effectively and enhance customer satisfaction.

Benefits of OTRS

• Open Source and Customizability: As open-source software, OTRS offers maximum flexibility and customization. Organizations can tailor the system to their specific requirements and workflows.
• Efficient Ticket Management: OTRS enables centralized management of customer inquiries received via various channels such as email, phone, and web forms. Tickets can be easily prioritized, categorized, and assigned.
• Automation: Recurring tasks and processes can be automated using automation rules and scripts, increasing efficiency and reducing the error rate.
• Self-Service Portal: With a user-friendly self-service portal, customers can find answers to frequently asked questions and create tickets independently, reducing the workload of the support team.
• Extensive Reporting: OTRS provides powerful reporting and analytics tools that allow performance monitoring of the support team and support continuous improvement.

Who is OTRS suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from OTRS as a cost-effective and flexible solution. The ability to self-host and customize the system reduces dependence on external service providers.
• Large Enterprises: Large companies value the scalability and robust feature set of OTRS, which supports complex IT service management processes and integrates easily with existing systems.
• Public Sector and Non-Profit Organizations: Organizations in the public and non-profit sectors benefit from the open-source advantages of OTRS, offering a cost-effective and transparent solution.
• IT Departments and Technical Teams: OTRS offers specialized features for incident, problem, and change management, enabling efficient IT service management and improved service quality.
• Customer Support Centers: Companies with large customer support teams use OTRS’s comprehensive features to handle inquiries efficiently and enhance customer satisfaction.

Go to provider

Zendesk

Zendesk is a leading cloud-based customer service software that helps businesses deliver outstanding customer experiences. With a wide range of features and integrations, Zendesk enables seamless management of customer inquiries and enhances the efficiency of support teams.

Benefits of Zendesk

• Multichannel Support: Zendesk consolidates all customer inquiries from various channels—including email, phone, chat, and social media—into a single platform. This ensures consistent and rapid handling of requests.
• Automation: Zendesk offers powerful automation features that streamline repetitive tasks and processes, saving time and reducing the risk of errors.
• Self-Service Portal: With a user-friendly self-service portal, customers can independently find solutions to their problems, reducing the workload on support teams and increasing customer satisfaction.
• Comprehensive Reporting: Zendesk's reporting and analytics capabilities provide deep insights into support team performance and help identify areas for improvement.
• Integration and Customization: Zendesk integrates seamlessly with a wide range of tools and systems, allowing flexible customization to meet a company's specific needs.

Who is Zendesk suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from Zendesk's scalable plans and easy implementation. The software offers a cost-effective solution that grows with the business.
• Large Enterprises: Large companies appreciate Zendesk’s robust features and scalability, which make it possible to efficiently handle high volumes of customer inquiries and support complex service processes.
• Startups: Startups can respond quickly and flexibly to customer inquiries using Zendesk. Its intuitive interface and ready-to-use features make it easy to deploy rapidly.
• E-Commerce and Online Service Providers: E-commerce businesses benefit from Zendesk’s multichannel capabilities and social media integration, which enable them to manage customer inquiries across platforms and ensure fast response times.
• IT and Technical Support Teams: IT departments and technical support teams utilize Zendesk’s specialized features for incident and problem management to maintain high service quality and ensure efficient issue resolution.

Go to provider

Service Now

ServiceNow is an advanced IT Service Management (ITSM) platform designed to maximize the efficiency of IT and support teams and support comprehensive service management processes. With its extensive features and integration capabilities, ServiceNow offers a flexible solution for organizations of all sizes and industries.

Benefits of ServiceNow

• Comprehensive ITSM Capabilities: ServiceNow offers specialized features for incident, problem, change, and asset management, enabling IT teams to manage services efficiently and improve service quality.
• Automation: With powerful automation tools, recurring tasks and complex workflows can be automated—saving time and reducing the risk of errors.
• Self-Service Portal: ServiceNow’s user-friendly self-service portal allows users to find solutions independently and submit service requests, easing the burden on support teams and increasing customer satisfaction.
• Extensive Reporting: ServiceNow provides in-depth reporting and analytics features that offer insights into IT and support team performance, helping to drive continuous improvement.
• Integration and Customization: ServiceNow integrates seamlessly with a wide variety of other systems and applications. The platform is highly customizable to meet the specific needs of any business.

Who is ServiceNow suitable for?

• Large Enterprises and Corporations: Large organizations benefit from ServiceNow's scalability and comprehensive functionality. The platform supports complex IT and business processes and is ideal for companies with extensive service requirements.
• IT Departments and Technical Teams: ServiceNow provides specialized ITSM and ITOM features that help IT departments manage services efficiently, reduce downtime, and improve service quality.
• Finance and Healthcare Sectors: Organizations in heavily regulated industries such as finance and healthcare benefit from ServiceNow's robust security and compliance features that support regulatory compliance.
• E-Commerce and Online Service Providers: E-commerce companies leverage ServiceNow’s multichannel features and automation to manage customer requests efficiently and ensure rapid response times.
• Startups and Growing Companies: Startups and growing businesses also benefit from the flexibility and scalability of ServiceNow to optimize service processes and keep pace with business growth.

Go to provider

Consol

Consol CM is a powerful and flexible ticketing system specifically designed to meet the needs of IT and customer service teams. With a wide range of customizable features and a user-friendly interface, Consol CM enables companies to optimize their support processes and enhance customer satisfaction.

Benefits of Consol CM

• Flexibility and Customization: Consol CM allows companies to tailor the system to their specific needs. Workflows, forms, and reports can be individually configured to align with the organization’s requirements.
• Efficient Ticket Management: Centralized management of customer inquiries across various channels (email, phone, web forms) ensures efficient processing and tracking of tickets.
• Automation: Consol CM offers powerful automation features to streamline repetitive tasks and processes—saving time and reducing errors.
• Self-Service Portal: Customers can independently find solutions to their problems and create tickets via a self-service portal, which lightens the workload of support teams.
• Comprehensive Reporting: Consol CM’s reporting and analytics tools provide deep insights into support team performance and help identify areas for improvement.

Who is Consol CM suitable for?

• Small and Medium-Sized Businesses (SMBs): SMBs benefit from the flexibility and customization options of Consol CM. The software integrates easily into existing systems and adapts to a company’s growing needs.
• Large Enterprises and Corporations: Large organizations value Consol CM’s scalability and robust features that support complex IT and customer service processes. The system efficiently handles high volumes of customer inquiries.
• IT Departments and Technical Teams: IT teams use Consol CM for incident, problem, and change management to efficiently manage IT services and improve service quality.
• Service Providers: Companies in the service sector benefit from Consol CM’s comprehensive features for managing customer inquiries and optimizing customer service.
• Public Sector and Non-Profit Organizations: Public institutions and non-profits can take advantage of Consol CM’s flexible customization options and cost-effective structure.

Go to provider

DoIT

DoIT is an innovative and user-friendly ticketing system specifically designed for companies looking to optimize their support and task management processes. With a wide range of features and an intuitive interface, DoIT provides a comprehensive solution for managing customer inquiries and internal tasks.

Benefits of DoIT

• User-Friendliness: DoIT stands out for its simple and intuitive interface, allowing users to work quickly and efficiently with the system. This reduces training time and boosts productivity.
• Efficient Ticket Management: DoIT enables centralized management of customer inquiries and internal tasks received via various channels such as email, phone, and web forms. Tickets can be easily created, prioritized, and assigned.
• Automation: DoIT offers powerful automation features to streamline repetitive tasks and processes—saving time and minimizing errors.
• Self-Service Portal: Customers can independently find answers to common questions and create tickets via a self-service portal. This eases the burden on the support team and improves customer satisfaction.
• Comprehensive Reporting: DoIT’s reporting and analytics features provide insights into the performance of the support team and support continuous improvement.

Who is DoIT suitable for?

• Small and Medium-Sized Businesses (SMBs): SMBs benefit from DoIT’s cost-effective and scalable solution. Its easy implementation and system flexibility make it ideal for growing companies.
• Startups: Startups appreciate DoIT’s fast implementation and out-of-the-box features. The platform helps them respond to customer inquiries efficiently and streamline their processes.
• IT Departments and Technical Teams: IT teams use DoIT for incident, problem, and change management to efficiently manage IT services and enhance service quality.
• Service Providers: Companies in the service sector benefit from DoIT’s wide-ranging capabilities for managing customer inquiries and improving customer service.
• Educational and Non-Profit Organizations: Organizations in the education and non-profit sectors can take advantage of DoIT’s flexible customization options and cost-effective structure.

Go to provider

Weclapp

Weclapp is a powerful cloud-based ERP and CRM system that helps businesses efficiently manage their processes and ensure high customer satisfaction. With a wide range of features specifically designed for different business needs, Weclapp offers a user-friendly and customizable solution for companies of all sizes.

Benefits of Weclapp

• User-Friendliness and Flexibility: Weclapp offers an intuitive user interface, allowing users to work quickly and efficiently with the system. The software is flexible and can be tailored to the specific needs and processes of a business.
  Efficient Ticket Management: Weclapp enables central management of customer inquiries through various channels like email and web forms. Tickets can be automatically created, prioritized, and assigned, increasing the efficiency of support.
  • Automation and Workflow Management: With powerful automation features, recurring tasks and processes can be automated. This saves time and minimizes errors.
  • Self-Service Portal and FAQ: Customers can find solutions independently through a self-service portal and check the status of their inquiries. An integrated FAQ system helps reduce the number of incoming inquiries and provides quick access to frequently needed information.
  • Extensive Reporting and Analytics: Weclapp's reporting and analytics functions provide detailed insights into the performance of support and service teams. This helps businesses continuously improve their processes and enhance service quality.
  • Integration and Scalability: Weclapp integrates seamlessly with a variety of other systems and applications, and is scalable to keep up with the growth of the business.

Who is Weclapp suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from the cost-effective and scalable solution Weclapp offers. The simple implementation and extensive features make it ideal for growing companies.
• Large Enterprises and Corporations: Large companies appreciate the comprehensive features and scalability of Weclapp, enabling them to manage complex business processes efficiently.
• Startups: Startups can respond quickly and flexibly to customer inquiries with Weclapp. The platform supports them in optimizing their processes and provides a cost-effective solution for managing their business operations.
• Service Companies: Companies in the service sector benefit from Weclapp's extensive features for managing customer inquiries and optimizing customer service.
• Trading and Manufacturing Companies: Weclapp supports businesses in the trading and manufacturing sectors with functions for material management, inventory control, production planning and management, as well as integration with online stores like Amazon and eBay.

Go to provider

Allegra

Allegra is a flexible and powerful ticketing system specifically designed for the needs of service and support teams. With a wide range of features and customization options, Allegra provides a comprehensive solution for managing customer inquiries and internal tasks.

Benefits of Allegra

• Adaptability: Allegra offers extensive customization options that allow businesses to tailor the system to their specific requirements and workflows. This avoids time-consuming development work and ensures fast implementation.
• Efficient Ticket Management: Allegra enables central management of customer inquiries across various channels such as email, web forms, and chat. Tickets can be automatically created, prioritized, and assigned, enhancing the efficiency of support.
• Automation and Workflow Management: With powerful automation features, recurring tasks and processes can be automated. This saves time and minimizes errors by, for example, setting up escalation rules and notifications.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions to their problems through a self-service portal and check the status of their inquiries. A comprehensive knowledge base supports quick resolution of frequently asked questions.
• Extensive Reporting and Analytics: Allegra's reporting and analytics features provide detailed insights into the performance of support and service teams. This helps businesses continuously improve their processes and enhance service quality.
• Multilingual Support: Allegra supports multiple languages, enabling businesses to offer customer service worldwide and thereby increase customer satisfaction.

Who is Allegra suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from the cost-effective and scalable solution that Allegra offers. The simple implementation and extensive features make it ideal for growing businesses.
• Large Enterprises and Corporations: Large companies appreciate the comprehensive features and scalability of Allegra, allowing them to manage complex business processes efficiently.
• IT Departments and Technical Teams: IT teams use Allegra for incident, problem, and change management to efficiently manage IT services and improve service quality.
• Service Companies: Companies in the service sector benefit from Allegra's extensive features for managing customer inquiries and optimizing customer service.
• Public Administration and Non-Profit Organizations: Organizations in the public sector and non-profit organizations can benefit from the flexible customization options and the cost-effective solution that Allegra offers.

Go to provider

Request Tracker

Request Tracker (RT) is a powerful, open-source-based ticketing system specifically designed to assist IT and support teams in managing inquiries, tasks, and projects. It offers a wide range of features that are suitable for both small and large companies.

Benefits of Request Tracker

• Open Source and Customization: Request Tracker is an open-source solution, providing maximum flexibility and adaptability. Businesses can modify the source code and tailor the system to their specific needs.
• Efficient Ticket Management: RT allows for the central management of inquiries coming through various channels like email, web forms, and other integrations. Tickets can be prioritized, assigned, and tracked.
• Automation and Workflow Management: With powerful automation features and a visual workflow builder, recurring tasks and processes can be automated. This saves time and minimizes errors.
• Self-Service Portal and Knowledge Base: Customers can find solutions to their problems independently through a self-service portal and check the status of their inquiries. A comprehensive knowledge base supports the quick resolution of frequently asked questions.
• Extensive Reporting and Analytics: RT's reporting and analytics functions provide detailed insights into the performance of support and IT teams. This helps businesses continuously improve their processes and enhance service quality.
• Multilingual Support: Request Tracker supports multiple languages, enabling businesses to offer customer service globally and thereby increase customer satisfaction.

Who is Request Tracker suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from the cost-effective and flexible solution that Request Tracker offers. The ability to self-host and customize the system reduces dependence on external service providers.
  Large Enterprises and Corporations: Large companies appreciate the extensive features and scalability of Request Tracker, which enable them to efficiently manage complex IT and customer service processes.
• IT Departments and Technical Teams: IT teams use RT for incident, problem, and change management to efficiently manage IT services and improve service quality.
• Service Companies: Companies in the service sector benefit from RT's extensive features for managing customer inquiries and optimizing customer service.
• Public Administration and Non-Profit Organizations: Organizations in the public sector and non-profit organizations can benefit from the flexible customization options and the cost-effective solution that Request Tracker provides.

Go to provider

OsTicket

osTicket is a widely used and trusted open-source ticketing system specifically designed to support customer and IT support teams in efficiently managing inquiries. With its extensive range of features and adaptability, osTicket offers a powerful solution for businesses of all sizes.

Benefits of osTicket

• Open Source and Customization: As open-source software, osTicket offers maximum flexibility. Companies can customize and extend the system to meet their specific requirements and optimize their support processes.
  Efficient Ticket Management: osTicket enables centralized management of inquiries received through various channels such as email, web forms, and API. Tickets can be automatically created, prioritized, and routed to the appropriate departments or staff.
• Automation and Workflow Management: With powerful automation features, recurring tasks and processes can be streamlined. Features such as ticket filters and auto-responses help increase efficiency and reduce errors.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions to their issues through a self-service portal and view the status of their inquiries. A comprehensive knowledge base supports quick resolution of common questions and enhances customer satisfaction.
• Extensive Reporting and Analytics: osTicket's reporting and analytics capabilities provide detailed insights into support team performance. This helps companies continuously improve their processes and boost service quality.

ho is ofTicket suitable for?

• Small and Medium-Sized Enterprises (SMEs): SMEs benefit from the cost-effective and scalable solution that osTicket offers. Its simple implementation and robust feature set make it ideal for growing companies.
• Large Enterprises and Corporations: Large companies value osTicket’s extensive features and scalability, which allow for the efficient management of complex IT and customer service processes.
• IT Departments and Technical Teams: IT teams use osTicket for incident, problem, and change management to effectively manage IT services and improve service quality.
• Service Companies: Businesses in the service sector benefit from osTicket’s comprehensive tools for handling customer inquiries and optimizing customer service.

• Educational and Non-Profit Organizations: Organizations in the education sector and non-profit space can take advantage of the flexible customization options and cost-effective solution osTicket provides.

Go to provider

SysAid

SysAid is a comprehensive IT Service Management (ITSM) platform designed to help IT and support teams efficiently manage requests, tasks, and projects. With a wide range of powerful features, SysAid provides a robust solution for businesses of all sizes.

Benefits of  SysAid

• Comprehensive ITSM Capabilities: SysAid offers specialized features for incident, problem, change, and asset management, enabling IT teams to efficiently manage IT services and improve service quality.
• Automation and Workflow Management: SysAid includes extensive automation capabilities that streamline recurring tasks and processes. This saves time and reduces error rates.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions to their issues through a self-service portal and track the status of their requests. A comprehensive knowledge base supports quick resolution of frequently asked questions.
• Extensive Reporting and Analytics: SysAid’s reporting and analytics tools provide detailed insights into support team performance, helping businesses continuously refine their processes and enhance service quality.
• Integration and Customizability: SysAid integrates seamlessly with a wide range of systems and applications. The platform is highly customizable to meet the specific needs of any organization.

Who is SysAid suitable for?

• Large Enterprises and Corporations: Large organizations benefit from SysAid’s scalability and comprehensive features. The platform supports complex IT and business processes, making it ideal for companies with extensive service demands.
  IT Departments and Technical Teams: IT teams use SysAid for incident, problem, and change management to efficiently handle IT services and boost service quality.
• Service Companies: Businesses in the service sector benefit from SysAid’s extensive features for managing customer inquiries and optimizing customer support.
• Educational and Non-Profit Organizations: Organizations in the education and non-profit sectors can take advantage of SysAid’s flexible customization options and cost-effective solution.

Go to provider

OpenProject

OpenProject is a powerful open-source project management tool that offers comprehensive features for managing projects and tickets. It helps businesses efficiently organize workflows and successfully complete projects.

Benefits of OpenProject

• Versatile Task and Ticket Management: OpenProject enables centralized management of tasks and tickets. Users can treat work packages as tickets, prioritize them, and automatically create them from incoming emails. The tool provides flexible customization options for forms and allows the addition of specific fields to capture relevant information.
• Agile Project Management and Collaboration: OpenProject supports agile methodologies such as Scrum and Kanban. The platform offers Kanban boards for visualizing status updates and team boards for workload monitoring. It facilitates efficient collaboration through features like in-app notifications, @mentions, and comments.
• Extensive Reporting and Analytics: Users can create detailed reports and analytics with OpenProject, providing insights into project progress and team performance. This helps companies make informed decisions and implement continuous improvements.
• Integration and Customizability: OpenProject integrates seamlessly with other systems and provides APIs for flexible customization. It also supports repositories such as Git and SVN, as well as integrations with Nextcloud and OneDrive.
• Security and Data Protection: OpenProject meets high security standards, including two-factor authentication, LDAP authentication, and GDPR compliance. This makes it a secure choice for organizations that prioritize data privacy and protection.

Which Businesses Are Suitable for OpenProject?

• Large Enterprises and Corporations: Large organizations benefit from OpenProject’s scalability and extensive features. The platform supports complex projects and teams, offering a robust solution for managing large-scale workflows.
• IT Departments and Technical Teams: IT teams use OpenProject for managing IT projects and tickets to efficiently handle IT services and improve service quality.
• Educational and Research Institutions: OpenProject is used by educational institutions and research organizations to manage projects and foster collaboration.
• Small and Medium-Sized Enterprises (SMEs): SMEs value the cost-effective and flexible solution OpenProject provides. Its ease of implementation and rich feature set make it ideal for growing businesses.
• Construction and Engineering: OpenProject offers specialized features for the construction industry, such as the BIM module, which enables efficient planning and management of construction projects.

Go to provider

Zammad

Zammad is an innovative and powerful open-source ticketing system specifically designed to optimize customer support and IT service management. With a wide range of features and seamless integrations, Zammad offers a comprehensive solution for businesses of all sizes.

Benefits of Zammad

• Comprehensive Ticket Management: Zammad enables centralized handling of customer inquiries received through various channels such as email, phone, chat, and social media. Tickets can be easily created, prioritized, and assigned—boosting support efficiency.
• Automation and Workflow Management: Zammad provides powerful automation features to streamline recurring tasks and processes. This saves time and reduces errors. Functions like SLA management and escalation rules help maintain high service quality.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions and track the status of their requests via a self-service portal. A comprehensive knowledge base helps resolve frequently asked questions quickly and improves customer satisfaction.
• Extensive Reporting and Analytics: Zammad’s reporting and analytics tools offer detailed insights into the performance of support teams. This supports continuous process improvement and elevates service quality.
• Integration and Customizability: Zammad integrates seamlessly with a wide range of systems and applications. It supports tools like Grafana, Kibana, GitHub, and many others, allowing flexible adaptation to specific needs.
• Security and Data Protection: Zammad adheres to high security standards, including LDAP integration, two-factor authentication, and single sign-on (SSO), making it a secure choice for businesses that prioritize data privacy and security.

Who is Zammad suitable for?

• Large Enterprises and Corporations: Large organizations benefit from Zammad’s scalability and robust features. The platform supports complex IT and customer service processes, making it ideal for businesses with demanding service requirements.
  IT Departments and Technical Teams: IT teams use Zammad for incident, problem, and change management to efficiently manage IT services and improve service quality.
• Startups and Growing Businesses: Startups appreciate Zammad’s flexible customization and out-of-the-box functionality, which enables quick implementation and adaptation to evolving business needs.
• Educational and Non-Profit Organizations: Institutions in the education and non-profit sectors benefit from Zammad’s cost-effective and flexible customization capabilities.

Go to provider

LiveAgent

LiveAgent is a comprehensive and user-friendly helpdesk system specifically designed to help businesses deliver excellent customer service. With a wide range of features and seamless integrations, LiveAgent offers a powerful solution for efficiently handling customer inquiries.

Benefits of LiveAgent

• Universal Inbox: LiveAgent consolidates all customer inquiries from various channels—including email, phone, live chat, social media, and more—into a single, easily accessible inbox. This enables support teams to respond efficiently to all requests.
• Hybrid Ticket Stream: This feature allows seamless communication across multiple channels. When a customer switches communication channels, the interaction is added to the original ticket, reducing response times and increasing efficiency.
• Automation and Ticket Distribution: LiveAgent offers powerful automation features that simplify ticket assignment based on predefined rules. This ensures each request is handled quickly and by the right staff member.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions and check the status of their requests via a self-service portal. A comprehensive knowledge base supports fast resolution of common questions.
• Reporting and Analytics: LiveAgent's reporting and analytics tools provide detailed insights into the performance of support teams. This helps companies continuously improve their processes and elevate service quality.
• Integration and Customizability: LiveAgent integrates seamlessly with a wide range of other systems and applications. The platform supports integrations with tools like Slack, Salesforce, Google Analytics, and many more, enabling flexible adaptation to specific needs.

Who is LiveAgent suitable for?

• Large Enterprises and Corporations: Large companies benefit from LiveAgent’s scalability and robust features. The platform supports complex IT and customer service processes and is ideal for businesses with extensive service requirements.
• IT Departments and Technical Teams: IT teams use LiveAgent for incident, problem, and change management to efficiently manage IT services and improve service quality.
• E-Commerce and Online Service Providers: Companies in the e-commerce sector value the multichannel capabilities and social media integrations that enable efficient handling of customer inquiries and ensure fast response times.
• Startups and Growing Businesses: Startups appreciate LiveAgent’s flexible customization and ready-to-use features that allow quick implementation and adaptation to growing business needs.

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Zoho Desk

Zoho Desk is a comprehensive helpdesk software designed to help businesses deliver top-tier customer service. With a wide range of features and seamless integrations, Zoho Desk offers a powerful solution for efficiently managing customer inquiries and optimizing support processes.

Benefits of Zoho Desk

• Multichannel Support: Zoho Desk consolidates customer inquiries from various channels—including email, phone, live chat, social media, and more—into a single, easily accessible inbox. This enables support teams to respond efficiently and deliver consistent customer service.
• Automation and Workflow Management: Zoho Desk provides powerful automation features that streamline repetitive tasks and processes. Tools like SLA management, escalations, and Zia, the AI assistant, help enhance service quality and ensure no request goes unnoticed.
• Self-Service Portal and Knowledge Base: Customers can find solutions on their own and track the status of their inquiries through a self-service portal. A comprehensive knowledge base supports quick resolution of common issues and boosts customer satisfaction.
• Reporting and Analytics: Zoho Desk offers detailed reporting and analytics tools that provide insights into the performance of support teams. Dashboards and custom reports help managers track key metrics such as ticket volume, customer satisfaction, and response times.
• Integration and Customizability: Zoho Desk integrates seamlessly with a wide array of other systems and applications, including Zoho CRM, SalesIQ, and Desk360. The platform is highly customizable, allowing businesses to tailor the interface, ticket forms, and workflows to their specific need

Who is Zoho Desk suitable for?

• Large Enterprises and Corporations: Large organizations benefit from the scalability and extensive features of Zoho Desk. The platform supports complex IT and customer service processes and is ideal for businesses with broad service requirements.
• IT Departments and Technical Teams: IT teams use Zoho Desk for incident, problem, and change management, enabling efficient IT service operations and improved service quality.
• E-Commerce and Online Service Providers: E-commerce businesses appreciate the multichannel support and social media integrations that allow them to manage customer inquiries efficiently and ensure fast response times.
• Startups and Growing Businesses: Startups value the flexible customization and ready-to-use features of Zoho Desk, which enable rapid implementation and adaptation to their growing needs.
• Educational and Non-Profit Organizations: Organizations in the education and non-profit sectors benefit from the cost-effective and flexible customization options that Zoho Desk offers.

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USU Service Desk

USU Service Desk is a modular and scalable IT Service Management (ITSM) solution that helps organizations efficiently manage their IT and customer service processes. With a wide range of features and extensive customization options, USU offers a robust solution suitable for businesses of all sizes.

Benefits of USU Service Desk

• Comprehensive Ticket Management: USU Service Desk allows centralized management of IT and service requests via multiple channels such as email, web forms, and self-service portals. Tickets can be automatically created, prioritized, and assigned to the appropriate teams, enhancing support efficiency.
• Automation and Workflow Management: Powerful automation features enable the streamlining of recurring tasks and processes, saving time and reducing errors. SLA management and escalation features help maintain high service quality.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions and track the status of their inquiries through a self-service portal. A comprehensive knowledge base supports the quick resolution of frequently asked questions and improves customer satisfaction.
• Extensive Reporting and Analytics: USU’s reporting and analytics tools provide detailed insights into the performance of support teams. This helps organizations continuously improve their processes and enhance service quality.
• Integration and Customizability: USU integrates seamlessly with a wide variety of other systems and applications. It supports integrations with tools like ServiceNow and provides APIs for flexible adaptation to specific business needs.
• Security and Compliance: USU Service Desk meets high security standards and supports ITIL-compliant processes, aiding in the enforcement of Service Level Agreements (SLAs) and improving overall service delivery.

Who is USU Service Desk suitable for?

• Large Enterprises and Corporations: Large organizations benefit from the scalability and robust functionality of USU Service Desk. The platform supports complex IT and business processes, making it ideal for companies with extensive service requirements.
• IT Departments and Technical Teams: IT teams use USU for incident, problem, and change management to operate IT services efficiently and improve service quality.
• Service Providers: Companies in the service industry benefit from USU's comprehensive features for managing customer inquiries and optimizing customer service operations.
• Public Sector and Non-Profit Organizations: Public sector institutions and non-profits can benefit from USU’s flexible customization and cost-effective solution offerings.​

​Go to provider

TOPDesk

TOPdesk is a comprehensive IT Service Management (ITSM) system designed to help organizations efficiently manage their IT and service processes. With a wide range of features and seamless integrations, TOPdesk offers a powerful solution for businesses of all sizes.

Benefits of TOPdesk

• Comprehensive Ticket Management: TOPdesk enables centralized handling of requests through various channels such as email, phone, and web forms. Tickets can be automatically created, prioritized, and assigned to the appropriate teams, increasing support efficiency.
• Automation and Workflow Management: Powerful automation features allow repetitive tasks and processes to be streamlined. SLA management and escalation functions help maintain high service quality.
• Self-Service Portal and Knowledge Base: Customers can independently find solutions and check the status of their inquiries through a self-service portal. An extensive knowledge base helps resolve common issues quickly and improves customer satisfaction.
• Extensive Reporting and Analytics: TOPdesk’s reporting and analytics tools offer detailed insights into support team performance. Dashboards and custom reports help managers monitor key metrics such as ticket volume, customer satisfaction, and response times.
• Integration and Customizability: TOPdesk integrates seamlessly with a wide range of other systems and applications, including tools like Microsoft Teams, Jira, Slack, and more. The platform is highly customizable, allowing businesses to tailor the interface, ticket forms, and workflows to their specific needs.
• Security and Compliance: TOPdesk supports ITIL-compliant processes and meets high security standards, contributing to SLA adherence and improved service quality.

Who is TOPdesk suitable for?

• Large Enterprises and Corporations: Large companies benefit from the scalability and robust features of TOPdesk. The platform supports complex IT and business processes and is ideal for organizations with extensive service requirements.
• IT Departments and Technical Teams: IT teams use TOPdesk for incident, problem, and change management to operate IT services efficiently and enhance service quality.
• Service Providers: Companies in the service sector benefit from TOPdesk’s comprehensive capabilities for managing customer inquiries and optimizing customer service.
• Educational and Non-Profit Organizations: Institutions in the education and non-profit sectors can take advantage of TOPdesk’s flexible customization and cost-effective solutions.

Go to provider

Matrix 42

Matrix42 is an advanced IT and Enterprise Service Management (ITSM) platform specifically designed to help organizations efficiently manage their IT and business processes. With a wide range of features and seamless integrations, Matrix42 offers a powerful solution for businesses of all sizes.

Benefits of Matrix42

• Comprehensive Service Management: Matrix42 provides a full suite of ITSM capabilities, including incident, problem, change, and asset management. These modules help organizations manage their IT services efficiently and enhance service quality.
• Automation and Workflow Management: Matrix42 offers powerful automation features that replace complex manual processes with autonomous execution. This saves time, reduces errors, and increases operational efficiency.
• Self-Service Portal and Knowledge Base: Customers and employees can independently find solutions and check the status of their requests via a self-service portal. A comprehensive knowledge base supports quick resolution of common issues and improves user satisfaction.
• Integration and Customizability: Matrix42 integrates seamlessly with a wide range of other systems and applications, including tools like Microsoft Teams, Jira, and Slack. The platform is highly customizable, enabling businesses to tailor the interface, forms, and workflows to their specific needs.
• Security and Compliance: Matrix42 supports ITIL-compliant processes and adheres to high security standards, helping ensure SLA compliance and enhanced service quality. The platform offers robust compliance and security features, including endpoint security and data protection.

Who is Matrix42 suitable for?

• Large Enterprises and Corporations: Large organizations benefit from the scalability and robust features of Matrix42. The platform supports complex IT and business processes and is ideal for companies with extensive service requirements.
• IT Departments and Technical Teams: IT teams use Matrix42 for incident, problem, and change management to efficiently manage IT services and improve service quality.
• Service Providers: Companies in the service sector benefit from Matrix42’s comprehensive features for managing customer inquiries and optimizing customer support.
• Educational and Non-Profit Organizations: Institutions in the education and non-profit sectors can take advantage of Matrix42’s flexible customization options and cost-effective solution.

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Benefits of ManageEngine ServiceDesk Plus

• Comprehensive Service Management: ManageEngine ServiceDesk Plus provides a complete suite of ITSM features, including incident, problem, change, and asset management. These modules help organizations efficiently manage their IT services and improve service quality.
• Automation and Workflow Management: The platform offers powerful automation capabilities that replace complex manual processes with automated workflows. This saves time, reduces errors, and increases operational efficiency.
• Self-Service Portal and Knowledge Base: Customers and employees can find solutions independently and check the status of their requests through a self-service portal. A comprehensive knowledge base supports the quick resolution of common questions and enhances user satisfaction.
• Integration and Customizability: ManageEngine integrates seamlessly with a wide range of systems and applications, including tools like Microsoft Teams, Jira, and Slack. The platform is highly customizable, allowing businesses to tailor the interface, forms, and workflows to their specific needs.
• Security and Compliance: ManageEngine ServiceDesk Plus supports ITIL-compliant processes and meets high security standards, helping ensure compliance with SLAs and improved service quality. The platform offers comprehensive compliance and security features, including endpoint security and data protection.

Who is ManageEngine suitable for?

• Large Enterprises and Corporations: Large companies benefit from the scalability and robust features of ManageEngine ServiceDesk Plus. The platform supports complex IT and business processes and is ideal for organizations with extensive service requirements.
• IT Departments and Technical Teams: IT teams use ManageEngine for incident, problem, and change management to efficiently handle IT services and improve quality.
• Service Providers: Businesses in the service sector benefit from ManageEngine’s extensive capabilities for managing customer requests and optimizing support services.
• Educational and Non-Profit Organizations: Institutions in the education and non-profit sectors can take advantage of ManageEngine’s flexible customization options and cost-effective solutions.

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Conclusion: Comparing Ticket Systems

A suitable ticket system can make a significant difference in the efficiency of customer and IT support for businesses. By centralizing the capture and management of requests, ticket systems not only improve transparency and traceability but also contribute significantly to customer satisfaction. The right choice of a ticket system should be based on a thorough analysis of the company’s needs, considering factors such as functionality, ease of use, adaptability, integration, scalability, cost, security, and support.

The variety of available ticket systems – from comprehensive IT service management solutions like ManageEngine ServiceDesk Plus and ServiceNow, to specialized systems like Freshdesk and Zendesk, and flexible open-source options like osTicket and Zammad – demonstrates that there is a suitable solution for every business.

To find the best ticket system for your company, a detailed evaluation and potentially professional consulting is recommended. This is where the expertise of the consultancy firm 2DC comes into play. With its extensive experience and customized consulting approaches, 2DC helps you identify and successfully implement the right ticket system.