Ticketing System

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Ticketing systems are software platforms designed to capture a customer’s service request and help your business manage that request to resolution. Ticketing systems are ideal for a service. A ticketing system is the core of customer support. Get a simple system for tracking, prioritizing, and solving customer support tickets. Start a free trial. Support ticketing is a system that allows you to provide support to customers, partners, and internal employees more efficiently. Think of a ticketing system as a digitized version of asking a customer to take a number and get in line: You staple that number to the person’s complaint and use it to track the issue all the way through its resolution. A ticketing system is the core of customer support. Get a simple system for tracking, prioritizing, and solving customer support tickets. Start a free trial. A help desk ticketing system is a multi-dimensional, versatile tool designed to resolve user requests and queries through automation. It converts queries into tickets, and these tickets are tracked from start to conversion. Each ticket is tagged with time stamps and priority status based on which IT teams act quickly.

Manually managing tickets is a complex, cumbersome, and time-consuming task. With a growing business and an expanding customer or client base, the number of requests, queries, and errors also increases. To handle these tasks efficiently, having a help desk ticketing system in place is essential. Unlike traditional on-site help desks dealing with manual and repetitive tasks (such as device rollouts and answering support questions), modern help desk software automates tasks like issue tracking and ticket management to offer real-time support and enhance the customer experience.

What Isa Help Desk Ticketing System?

A help desk ticketing system is a multi-dimensional, versatile tool designed to resolve user requests and queries through automation. It converts queries into tickets, and these tickets are tracked from start to conversion. Each ticket is tagged with time stamps and priority status based on which IT teams act quickly. The tool creates a personalized journey for users, who are offered appropriate solutions in real-time. Faster ticket resolution not only helps maximize customer satisfaction but aids in consistent business growth.

Why IsHelp Desk Software Crucial for Businesses?

Help desk ticketingsolutions help improve IT efficiencies and streamline various processes throughautomated features allowing teams to do the following:

  • Prioritize tickets based on levelof urgency
  • Categorize tickets based ondepartment and request type
  • Designate tasks to team membersbased on area of expertise
  • Alert teams of unexpectedconfiguration changes
  • Secure your business frompotential data breaches

Outlined below are the five best help desk tools to help you identify, capture, and resolve issues faster.

Best Help Desk ticketing systems

1. Service Desk

SolarWinds® Service Desk is an IT service management (ITSM) solution allowing users to gather, manage, and prioritize incoming tickets. This help desk solution uses a service portal where users can easily submit tickets and requests. When tickets are organized in a central location, it’s easier for teams to resolve tickets coming from different mediums, including phone calls and emails. By using a customized service portal, teams can provide complete transparency into the status of the tickets. The solution also offers a service desk knowledge base with a step-by-step guide and detailed tutorials to empower users and teams to resolve tickets on their own. The scheduled reporting, advanced automation, network discovery, and API access features are included in its premium models. This enhanced help desk solution also integrates with more than 200 cloud applications to provide faster query resolution and seamless user experience. You can try Service Desk free for 30 days.

2. Web Help Desk

SolarWinds Web Help Desk® is a help desk ticketing and asset management software. Using this tool, teams can easily monitor, route, escalate, and resolve tickets and queries. Web Help Desk integrates with network management and server monitoring software to streamline the entire ticketing process with IMAP, POP, and Exchange protocols. It also integrates with incident management software (IMS) designed to allow teams to set up a parent-child relationship between an incident and its associated tickets. Once the incident ticket (parent ticket) is resolved, the related tickets are automatically closed. Automating queries into tickets with designated issues helps IT teams ensure these tickets are assigned to members with the right expertise. Moreover, teams can prevent these tickets from getting delayed by configuring alerts and reminders based on SLA priority (service-based, customer-based, and multi-level). The performance monitoring dashboards and reporting features also ensure you always know the real-time status of tickets. Web Help Desk is available to download free for 14 days.

3. Zoho Desk

Zoho Desk is a context-aware cloud-based help desk software catering to businesses of all sizes. The key features of Zoho Desk include prioritizing urgent or overdue tickets, managing customer support tickets, a support portal, report creation, and a knowledge base for faster query resolution. The tool also includes easy-to-use visual dashboards to track quality metrics and analyze customer satisfaction. Zoho Desk automates tasks such as notification rules, service escalations, ticket assignments, and time-based actions by setting workflow rules. The software integrates well with clients’ in-house systems to provide faster query resolution, and it integrates with Zoho CRM to collate customer information. The help desk solution offers a 15-day free trial and a three-tier pricing model with premium features.

4. Freshdesk

Freshdesk offers an easy-to-use interface and several automated features and integrations designed to help foster the team’s workflow efficiency. The tool provides a “team inbox” feature to manage incoming tickets from several channels and platforms to a centralized location. Canned responses and automatic pop-ups provide relevant solutions to quickly answer common questions. The tool also offers a “team huddle” feature designed to bring in expertise to tackle complicated tickets. Freshdesk offers a free trial of each tier with time-tracking and satisfaction surveys.

5. Zendesk

Zendesk is a support desk software with an easy-to-use and intuitive front-end portal. The tool integrates with the knowledge base, help center, live chat software, messaging apps, and call center software to provide personalized support and real-time solutions. Additionally, it integrates with Slack to resolve customer support tickets and streamline communication and workflows. The tool collates queries from various interaction channels such as email, chat, and social media and brings them to a centralized shared inbox to provide quick support. Zendesk’s support ticketing system helps track, prioritize, and solve customer requests and queries. The premium plans of Zendesk include a basic help center, self-service support, website widgets, mobile SDK, email and social channel support, performance dashboards, CSAT surveys, multilingual content, and advanced encryption and security.

How to Choose the Best Help DeskTicketing System

There’s no shortage of quality help desk solutions. Every solution comes with a unique set of features and integrations to provide seamless support. Still, SolarWinds Service Desk and Web Help Desk are among the best solutions available. They allow IT teams to automate ticketing tasks and track their real-time progress, and they let businesses integrate different teams to resolve issues faster. Both tools are marketed as true ITIL management solutions, as they offer a range of capture mechanisms. Although deciding on a help desk solution depends on your business requirements, it’s advisable to look for features capable of enhancing your workflow and customer support.

Is event hosting in your future?

I had a few ideas for retreats and workshops in the early stages of my business, but I never dreamed I’d host a small business conference in my second year. As an event planning newbie, I was looking for any technology that could make the process go smoothly.

Choosing table linens and setting up your audio technology becomes a lot easier once you have peace of mind that attendees are actually coming to your event.

Selling tickets is one of the most crucial steps in the event planning process, yet we can often overlook the tools that are needed to make it happen. Luckily, there are many options for event ticketing software that can help.

Mailing printed event invitations and creating handwritten attendee lists are a thing of the past. With online event ticketing systems, you’re able to organize all of your event data and reports. You can also collect event ticket payments fast with easy depositing to help manage cash flow.

To save yourself from running back and forth during your event trying to organize all of your attendee information, you’ll have it all in one place with your ticketing platform.

9 event ticketing software options for small businesses

Ticketing system for small business

With so many ticketing systems to choose from, how do you decide which platform is your best fit? You probably don’t have enough time to test all the software as your event approaches, so we’ve done some of the heavy lifting for you.

As you read through some of the benefits and pitfalls of each event ticketing system, remember to keep your specific needs in mind. We’re confident you’ll be able to find a natural fit so gathering information and selling tickets becomes one of the easiest tasks on your event to-do list.

Eventbrite

Eventbrite is one of the most popular online ticketing systems used by entrepreneurs. It helps you reach new audiences searching for events in their area while organizing the back-end information of your event.

Eventbrite is known for its easy-to-use platform which helps users set up their events in minutes. Simply add a description, title, cover photo, and set your price before hitting publish. Eventbrite takes care of the rest.

Pros:

  • User-friendly interface with little to no learning curve
  • Boasts that it helps event organizers host 3 million live experiences every year
  • Event tracking on-the-go from any device
  • Integrates well with Facebook events so people browsing through Facebook can buy directly from the app without having to go to Eventbrite
  • You have the option to avoid ticket fees by passing them on to attendees

Cons:

  • Many complaints about their live event customer support options
  • Quadruple check your attendance lists in case some of the ticket information gets lost when it automatically generates the spreadsheet, which happened at my conference
  • Not as many customizable options for the appearance of event page

Cost:

Free for free event listing, small fee (1% + $.99 per ticket sold) at their lowest pricing level

Bizzabo

Unlike Eventbrite, Bizzabo is solely built for medium to large professional organizations that plan multiple events a year. Because of this, it can focus on providing great customer service, but it comes at a price.

Pros:

  • Multiple awards for their high quality of customer service
  • You’ll be assigned a specific customer service representative
  • Integrates with over 750 platforms like Mailchimp, Slack, Zapier, and more
  • Advanced statistics and analytics as compared to Eventbrite
  • Next level real-time event data gathering and tracking
  • You can embed your event registry form inside your website

Cons:

  • Some customer complaints about it being difficult to customize the look of event pages
  • Takes more time to set up your registry page than other event ticketing platforms
  • More of an investment since it’s built for bigger corporate events and conferences

Cost:

Not displayed on their website, must reach out for a demo and quote

Ticket Tailor

The unique benefit of using an event ticketing system like Ticket Tailor is that it has no ticketing fees. Instead, its pricing structure is based on monthly recurring fees, which makes it a great fit for event planners and smaller events.

Pros:

  • Includes a savings calculator on their site so you can see how the monthly fees stack up against competitors that take a cut of each ticket
  • No ticket fees attached to ticket purchases for attendee or event organizer
  • Easy event registry page customization

Cons:

  • Customer service can only be done over email instead of over the phone
  • Less day-of event support than other event ticketing platforms
  • Includes Ticket Tailor branding for the lowest pricing tier
    Some pricing tiers limit the number of tickets that can be sold

Cost:

$25/month for up to 5 active events, also offers custom packages

SeatAdvisor

SeatAdvisor has a specific niche and sticks to it. As an integrated email ticketing and patron management system, it helps fine art and theater organizations with selling their event tickets.

Pros:

  • Customers frequently remark on the high level of customer service
  • Also includes features for patron management which makes it unique
  • Attendees can choose their seating within the platform
  • Includes fundraising capabilities and accepts donations for the event

Cons:

  • SeatAdvisor is only available on desktop (no mobile device integrations)
  • Some complaints about the platform not being easy to use for the ticket purchasers
  • There’s no way to archive a past event so it shows up in the active events list

Cost:

Not listed on their website, must contact for pricing

Purplepass

Purplepass is commonly praised for its high-quality customer service and ease of getting started with online ticketing with its mobile apps. Servicing businesses of all sizes, it might be a great fit since it offers unlimited events.

Pros:

  • Has an Android and iOS app for easy ticketing on the go
  • Advanced reporting options for after the event
  • 24/7 customer service is available by phone
  • One tier of pricing so you always know what to expect

Cons:

  • Fairly outdated website and look to their ticketing system
  • Website isn’t as user-friendly as some of its competitors
  • Higher per ticket fee than we’ve seen from other competitors

Cost:

2.5% of ticket price + $.99, one level pricing

TicketSpice

TicketSpice has made a name for itself in the world of mobile ticketing. It calls itself the “Most Customizable Ticketing Software Ever”, and many of their customers think it lives up to the name.

Pros:

  • Simple drag and drop interface for easy event setup
  • No contracts, set up fees, or cancellation fees
  • Helps you raise money, get donations, and sell tickets fast
  • Gives you analytics to help you track your conversion rates
  • Ability to auto-deposit your ticket earnings

Cons:

  • Some customers have reported small glitches in the system (like adding the wrong food option to a ticket)
  • The platform isn’t as recognized as other competitors like Eventbrite

Cost:

Flat fee of $.99 per ticket

Ticketing System Jira

Vendini

Vendini prides itself on supporting any kind of live event. You name it, they’ve got it covered. They also offer donation management and professional memberships with advanced options.

Pros:

  • You can streamline and automate your day-to-day operations with the platform
  • Easy to navigate front-end for customers looking to purchase tickets
  • Customer service is reviewed to be state-of-the-art
  • Advanced marketing solutions for its customers including a website ticket manager

Cons:

  • No event type or business type specialization, so it won’t be tailored to your business
  • Not available on Android
  • Some features are only available with new versions of the Flash player but gives none of their customers warning about this
  • Not as user-friendly back-end as other event ticketing systems

Cost:

Not displayed on their website, must contact for pricing

EventGrid

As an all-in-one event ticketing system, EventGrid offers custom, advanced options to help you sell more tickets to your next big event. Is it right for you? Check out the pros and cons below.

Pros:

  • You can customize your event landing page with its event builder
  • Available on desktop and mobile for great user experiences
  • Manage all of your online ticketing and attendee information all in one place
  • You can add three types of tickets: free, paid, and donations
  • Great customer service

Cons:

  • Some ticket refunds are difficult
  • Event reporting is an area that needs improvement
  • Customers have commented on it not being a fit for these event types: weddings, in-person meetings, catering management

Ticketing System Office 365

Cost:

Not listed on website, must contact for pricing

ThunderTix

Not only is ThunderTix known among businesses and organizations as accessible and easy-to-use, but it’s also praised for its award winning customer service. With many customization options, it may be a great fit for your next event.

Pros:

  • Ability to sell tickets both online and at the box office in the same central place
  • Archive of video tutorials to help you get set up with their event ticketing system
  • No contracts or per ticket fees
  • Gives you a free 10-day trial so you can try the platform

Cons:

Ticketing
  • Higher starting price than many of the other competitors we’ve reviewed
  • You can’t manage concessions, kiosk ticketing, or ticket brokering within ThunderTix
  • One customer said they wish ThunderTix had a separate POS system
  • Having more than one event venue makes some features less user-friendly

Cost:

Ticketing System App

Plans start at $39/month

Which ticketing system will you use for your next event?

Ticketing System Software

Now that you have the low-down on some of the more popular platforms, which one do you think you’ll use?

Here’s a couple things to think about before you decide:

  • What is the size of your business?
  • What type of event are you running?
  • How important is day-of customer service for you?
  • Is mobile access important to you?
  • Does price matter?

Ticketing Systems

The answer to these quick questions should help narrow down your decision even more.

Help Desk Software

Let us know in the comments which event ticketing software you’ve used in the passed and what you thought of them.