6 Best Ticketing Tools to Improve Customer Support in 2025

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Customer support often feels like a game of whac-a-mole. When you tackle one problem, another customer is already banging away on a different issue. And when you’re trying to keep your head above water, it’s easy to forget the goal of customer support: Helping your customers.

Ticketing tools can help you get organized to improve your response times and tackle customer issues with more efficiency and expertise. This guide will introduce you to the six best ticketing tools and help desk best practices to enhance customer support in 2025.

Brandwise’s solution, social media engagement software, can help you achieve these goals by organizing customer inquiries from social media and providing your team with the structure to respond quickly and accurately.

What is a Ticketing Tool?

A ticketing tool is a centralized system designed to organize and manage customer service requests, also known as “tickets.” Tickets are generated whenever a customer submits an inquiry, complaint, or support issue through various communication channels such as email, live chat, phone, or social media. The ticketing tool ensures that every request is documented, assigned, and tracked until resolved.

Ticketing systems have become essential for businesses of all sizes, especially those that handle many customer interactions. By consolidating all support inquiries in a single platform, companies can improve the speed and quality of their customer service.

How Do Ticketing Tools Work?

A ticket is automatically generated when a customer submits a query through any channel. Each ticket includes details such as the customer's name, contact information, issue description, and priority level.

Next, the system routes the ticket to the appropriate support agent or team based on predefined rules (e.g., product expertise, department, or customer priority).

Tickets are tracked throughout their lifecycle, showing statuses such as “Open,” “In Progress,” or “Resolved.” Agents can add updates, internal notes, and solutions to the ticket, ensuring all interactions are logged.

Many tools offer automation features to handle repetitive tasks like sending acknowledgment emails or escalating urgent issues. Collaboration tools enable multiple agents to work on complex tickets together without confusion.

Once an issue is resolved, the system can automatically send a feedback survey to the customer to gauge their satisfaction. This data helps businesses assess support quality and identify areas for improvement.

Key Features of a Ticketing Tool

A few key features to look for when evaluating ticketing tools include:

Omnichannel Support

Handles inquiries from multiple platforms (email, chat, phone, social media) within one dashboard.

Automation

Automatically assigns and prioritizes tickets based on predefined criteria, reducing manual workload.

Custom Workflows

Allows businesses to tailor ticket management processes to their unique needs.

Knowledge Base Integration: Agents can access relevant articles and FAQs to provide faster solutions.

Reporting and Analytics

Tracks key performance metrics such as ticket resolution time, agent performance, and customer satisfaction.

Types of Businesses That Benefit from Ticketing Tools

Any business that regularly receives customer queries can benefit from a ticketing system. However, the following industries tend to see the most significant improvements:

E-Commerce Businesses

Handle inquiries related to orders, shipping, and product returns efficiently.

SaaS Companies

Manage technical support requests, bug reports, and feature inquiries.

IT Departments

Use ticketing tools to manage internal support requests such as troubleshooting and system maintenance.

Customer-Focused Enterprises

Maintain high service standards by quickly responding to customer complaints and feedback.

Customer Service AI Tools

Help Desk System Features

Customer Service Desk

What Is Help Desk Software Used For?

Help Desk Management

Best Customer Support Software for Small Business

Benefits of Using a Ticketing Tool for Customer Support

Centralized Support Management: The Foundation of Efficient Customer Support

A ticketing tool consolidates all customer inquiries from multiple channels (e.g., email, social media, phone, and chat) into one platform. This makes it easier for support agents to track and manage tickets without switching between multiple systems.

How It Helps

Reduces the risk of missed or duplicate tickets. Ensures that every customer interaction is documented and accounted for. Provides a complete view of customer issues and their history with the business.

Faster Response Times and Issue Resolution: Speed is Key

Ticketing tools automate tasks like ticket assignment, prioritization, and follow-up reminders. Automation helps agents respond more quickly and prevents backlogs from forming.

How It Helps

Urgent tickets are automatically flagged and assigned to the appropriate agents. Automation reduces manual administrative tasks, allowing agents to focus on resolving issues. Faster response times lead to higher customer satisfaction, reducing churn.

Improved Collaboration Between Teams: Breaking Down Silos

Complex support issues often require input from multiple teams, such as technical support, sales, or billing. Ticketing tools offer collaboration features like internal comments, shared notes, and task assignments.

How It Helps

Teams can communicate directly within the ticket, avoiding email chains and miscommunication. Internal notes provide context to other agents if the ticket is escalated or reassigned. Collaboration reduces delays and ensures that issues are handled efficiently.

Omnichannel Support for a Smooth Experience: Meeting Customer Expectations

Customers expect to reach businesses through their preferred channels, such as email, chat, social media, or phone. Modern ticketing tools support omnichannel interactions by managing all these channels in one system.

How It Helps

Customers receive consistent support regardless of how they contact the business. Agents can view the entire history of customer interactions across channels. Reduces confusion and duplicate responses by consolidating all inquiries into a single ticket.

Custom Workflows and Automation: Tailoring Support to Your Needs

Many ticketing tools allow businesses to create custom workflows and automate ticket routing, status updates, and escalation processes.

How It Helps

Businesses can design workflows that match their unique support procedures. Automation improves efficiency by reducing repetitive tasks like ticket assignments. Escalation rules ensure that high-priority issues receive immediate attention.

Enhanced Customer Satisfaction and Retention: Happy Customers Stick Around

Providing fast, efficient, and organized support improves the overall customer experience. Satisfied customers are likelier to stay loyal to the brand and recommend it to others.

How It Helps

Faster response times and personalized support create a positive impression on customers. Customers appreciate the ability to track their support tickets and receive timely updates. Higher customer satisfaction leads to increased retention and loyalty.

Data-Driven Insights and Performance Metrics: Tracking What Matters

Ticketing tools generate reports that provide insights into key support metrics, such as ticket volume, average response time, and resolution rates.

How It Helps

Businesses can identify trends, such as common issues or peak support periods. Performance data helps managers evaluate agent productivity and identify areas for improvement. Insights enable data-driven decision-making to optimize support strategies. Example metrics tracked by ticketing tools include:

First Response Time (FRT)

Time is taken for the first reply to a customer.

Resolution Time

Total time taken to resolve a ticket.

Customer Satisfaction Score (CSAT)

Feedback from customers on their support experience.

Scalability and Flexibility for Growing Businesses: Evolving with Your Business

Ticketing tools are designed to grow with a business. As customer support needs increase, these tools can handle higher ticket volumes, additional support channels, and larger teams.

How It Helps

Small businesses can start with essential features and expand their usage as they grow. Scalable solutions ensure that support operations remain efficient, even during periods of high demand. Customizable settings allow businesses to adapt the tool to their evolving needs.

Self-Service Options for Customers: Allowing Customers to Help Themselves

Some ticketing tools integrate with self-service portals, allowing customers to find answers to common questions without contacting support.

How It Helps

Reduces ticket volume by providing customers instant access to FAQs, tutorials, and troubleshooting guides. Customers appreciate the convenience of resolving simple issues on their own. Agents have more time to focus on complex or high-priority tickets.

Cost and Resource Optimization: Improving the Bottom Line

Automating routine tasks and improving agent productivity reduces the resources needed to manage customer support.

How It Helps

Businesses can handle more tickets without increasing support staff, reducing resolution times, improving efficiency, and lowering operational costs. Automation and reporting features help managers allocate resources effectively.

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The Top 6 Ticketing Tools to Improve Customer Support in 2025

Brandwise is an intelligent social media management and comments moderation tool to enhance customer engagement and support operations. Though its primary focus is social media, it also functions as an efficient ticketing system for managing high-volume comments, messages, and customer inquiries.

Key Features

AI-driven moderation: Automatically hides negative comments and generates intelligent replies.

Multi-channel management: Integrates with platforms like Facebook, Instagram, and Twitter to consolidate social interactions.

Customer insights: Provides detailed analytics on customer behavior and frequently asked questions (FAQs).

Automated workflows: Prioritizes and escalates tickets based on predefined conditions.

Best for

Brands and businesses managing customer support across multiple social media platforms.

2. Spiceworks: The Free Internal Help Desk for IT Teams

Spiceworks is a free, IT-focused ticketing and helpdesk tool for internal technical support teams. It’s ideal for managing IT requests, troubleshooting, and system maintenance.

Key Features

Custom ticket creation: Agents can easily create and manage tickets for IT-related issues.

Asset tracking: Integrates with device management tools to monitor hardware and software inventory.

Community support: Offers access to a vast community of IT professionals for advice and troubleshooting.

Email integration: Email inquiries can generate tickets, making it easier for internal staff to report issues.

Best for

IT departments and tech-based businesses handling internal support requests.

3. Help Scout: The Simple Yet Powerful Customer Support Software

Help Scout focuses on personalized customer support, offering a streamlined platform for small businesses. It emphasizes customer-centric communication with features that help build trust and long-term relationships.

Key Features

Shared inbox: Consolidates support requests from email and chat into a single interface.

Customer profiles: Displays customer history, providing agents with context for personalized responses.

Docs and knowledge base: Allows businesses to create self-service resources to reduce ticket volume.

Collision detection: Prevents multiple agents from responding to the same ticket.

Best for

Small and mid-sized businesses looking to offer personalized support with minimal complexity.

4. Freshdesk: The Versatile Help Desk Solution

Freshdesk is a comprehensive, cloud-based ticketing tool that supports omnichannel communication. It offers advanced automation and collaboration features to help businesses manage large ticket volumes efficiently.

Key Features

Omnichannel support: Consolidates requests from email, chat, phone, and social media.

AI-powered assistance: Provides automated suggestions for ticket resolution and customer responses.

Service level agreements (SLAs): Helps businesses define and track response time commitments.

Custom workflows: Automates tasks like ticket assignment and escalation based on business rules.

Best for

Businesses of all sizes need scalable, multi-channel support management.

5. Zendesk: The Scalable Customer Service Software

Zendesk is one of the most popular ticketing tools globally, and it is known for its robust features and scalability. It’s designed for large enterprises but also offers flexibility for smaller businesses.

Key Features

Multi-channel support: Integrates with email, chat, phone, social media, and other platforms.

Automation and AI: Automates ticket routing, prioritization, and resolution suggestions.

Advanced analytics: Tracks performance metrics like ticket response times, agent productivity, and customer satisfaction.

Customization: Supports custom dashboards, workflows, and integrations with third-party apps.

Best for

Large enterprises and businesses require extensive customization and reporting capabilities.

6. Zoho Desk: The Integrated Ticketing Tool

Zoho Desk is part of the Zoho ecosystem, offering a ticketing solution that integrates smoothly with other Zoho applications like CRM and project management.

Key Features

AI assistant (Zia): Automates routine tasks and provides insights based on ticket data.

Custom ticket views: Allows agents to prioritize tickets based on status, customer type, or urgency.

Self-service portal: Helps customers access FAQs, guides, and tutorials to solve issues independently.

Integration capabilities: Connects with various Zoho and third-party applications.

Best for

Businesses already use Zoho products or seek an affordable, integrated support solution.

Brands struggling with high-volume social media interactions can benefit from an intelligent comment moderation tool like Brandwise. This advanced solution streamlines workflow by automatically hiding negative comments, generating intelligent replies to inquiries, and consolidating social media interactions in one place.