Get practical tips to improve your customer service strategy at Zoho CX Workshop.

Register now!
Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT
 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

What is a ticketing system?

A ticketing system is software that helps you streamline customer support tickets. Ticketing system software provides all the context you need to resolve issues and also allows you to prioritize, track, and automate routine support tasks.

What is a ticketing system helpdesk

Why do you need a ticketing system?

If your customer support team has the following troubles, it's probably time to implement a trouble free ticketing system.

  • Struggling to handle customer conversations across multiple platforms.
  • Having trouble keeping up with everyday repetitive tasks.
  • Frequently missing high priority issues and failing to meet deadlines.
  • Struggling to organize all of the relevant data for a ticket.
  • Disappointing customers because of slow response time.
  • Receiving poor customer feedback about your customer service.

What are the key benefits of a customer service ticketing system?

Customer service management solution means to bring your support costs down and make your efforts more successful. Below, we've outlined the five main ways that Zoho Desk, the best ticketing system on the market, can transform your customer support.

Omnichannel ticketing, done right

An omnichannel ticketing system collects support tickets from different channels and organizes them in a single interface, so agents can stay organized and reply faster. These channels include:

Customer service ticket support system - Zoho Desk
  • Email: All of your customer emails are pulled into a convenient interface inside your ticketing tool, making it easier to respond. It makes a ticketing system instantly valuable to handle customer service emails across multiple email addresses.
  • Social media: You can view and manage customer communication via social media, like Facebook, Instagram, and Twitter. You can reply to tweets and posts from your ticketing system and even set keyword alerts, so you never miss a post.
  • Live chat: Chatting with customers can help you understand their concerns better, and provide more timely, personalized help. The support ticket system makes it easy to convert live chats into tickets if the issue needs more detailed attention.
  • Telephony: Our omnichannel ticketing system allows you to use cloud telephony, which means you can receive and make phone calls from within the help desk. You can also log, record, and monitor these calls, then convert them into tickets or associate them with existing tickets.
  • Webform: You should make it as easy for customers to reach you as possible, which is why Zoho Desk lets you embed a customizable web form widget on your website. That way, your customers can fill out a form with the details you need and submit their questions, which will be automatically turned into support tickets inside your ticketing software.

Start problem-solving, right away

Sorting, prioritizing, and searching for the right context can take up most of your support time before you step in to give actual answers. An efficient support ticket software does it all at the push of a button.

Ticket assignment

With the right help desk software, you don't have to spend time on manual ticket assignments anymore. You can quickly set up Assignment rules to send the tickets to the right department and agent automatically. Direct assignment and round-robin automations in Zoho Desk save managers time and energy, so they can focus on critical tasks.

CRM Ticketing software
Work modes on ticketing tool

Work Modes

You can sort tickets with a mouse click when you use ticketing software. Zoho Desk makes it easy to use filters like urgency, priority, type of customer, or ticket status. The tickets in Work Modes will automatically move to their appropriate column, so your team can prioritize what to work on.

All of your customer information - in one place

As a customer, there are few things more frustrating than having to introduce yourself and state your problem over and over again. That's why our ticketing system shows ticket history, along with the customer context.

Intuitive ticket view

The goal of good support ticket software is to make customer support easier for you and your team. Zoho Desk's easy setup process and intuitive ticket view highlight all the right details to keep things simple and manageable.

Intuitive ticket view in ticketing software
best context-aware customer service ticket solution

Context-aware system

A CRM ticketing system can assist both sales and support by providing customer information. As the industry's first context-aware ticketing system solution, Zoho Desk comes with built-in integration with Zoho CRM, which pulls all the relevant customer data and displays it inside the ticket screen.

Faster support, made easier

A good customer service ticketing software will offer smart automations and self-service options to increase productivity and response turnaround time.

SLAs and workflows

Support ticket system like Zoho Desk allows you to set SLAs, or Service Level Agreements, to highlight which tickets need immediate attention and to ensure no tickets go unanswered. And workflow automations can be set up to carry out actions automatically whenever an incoming ticket meets certain conditions.

SLAs and workflows on enterprise ticketing systems
Multi-brand help center ticketing system software

Multi-brand help center

No matter how many brands your company consists of, you can create and maintain distinct help centers for each one. Whether you need to create a knowledge management system with help articles, list FAQs, or set up communities (or do all three!), you can create distinct ones for each brand. This creates a cohesive brand experience for your customers, while you manage all of your tickets from one interface in your ticketing software.

Stay ahead of the curve

A support ticketing system keeps you informed and ready for the next step in many ways.

Real-time Insights

Zoho Desk offers HQ, a live dashboard that lets you quickly see essential metrics, like ticket traffic, customer happiness ratings, and the most threaded tickets. You can also create reports to monitor your team's performance. This way, the customer ticketing system helps managers to see when metrics are trending downwards and intervene immediately.

Real-time Insights on a support ticket system

AI

AI in customer service empowers your teams to do more in less time with its generative, conversational, and predictive capabilities. Zoho Desk's AI, Zia helps your agents close tickets faster by generating quick responses, reduces their workload by answering common customer questions instantly, and helps decision-makers take the right actions by proactively alerting them of ticket anomalies.

Smart integrations

With an enterprise ticketing system, you can integrate all of your business tools and customize them to meet your brand guidelines and business needs. This can keep your data less fragmented and streamline your operations. Zoho Desk offers robust integrations with CRM, inventory, and invoicing software, along with APIs and other third-party integrations.

  •  Zoho CRM
  •  Zoho Books
  •  Zoho Analytics
  •  Zoho Assist
  •  Zoho Creator
  •  Zoho SalesIq
  •  Slack
  •  Jira
  •  Salesforce
  •  G Suite
  •  Trello
  •  Intercom
  •  Shopify
  •  Twilio

Frequently Asked Questions

Expand All
  • How does a ticketing system help my customers?

    A ticketing system makes it easy for customers to get answers via email, phone, or live chat on your website. The right software can even make it easy to set up a self-service knowledge base with pre-written answers to common questions.

  • Why should I use an online ticketing system?

    On an ideal day, your customer service agent simply works through the queue of support requests and questions. On most days, though, it's a little more chaotic for your agents. Tickets are coming in from multiple customers, across multiple channels–and all of those customers have specific needs and questions. An effective online ticketing system, like Zoho Desk, keeps this process error-free and makes it more efficient and easier for everyone involved.

  • What is a support ticket system?

    Support ticketing tools save time by routing all support requests and customer interactions through a single help desk. Ticketing software can also implement automated rules and workflows to prioritize and resolve issues faster. This helps your customer service employees focus on getting their work done.

  • How does a ticketing system work?

    Ticketing software creates a ticket each time a new customer support case is submitted. The ticket should include all relevant customer information and details of previous conversations, and automatically notify the customer support team of the new ticket. Most ticketing tools also send the customer automatic email notifications, based on their ticket status.

What if you aren't happy with the ticketing software after buying it?

There are a lot of options when it comes to tech support ticketing software, and most of them come with a free trial period, including Zoho Desk. If you run a small business, you could try Zoho Desk’s free help desk software that might suit your needs. Evaluate Zoho Desk and compare it with list of competitors, and decide what works best for you.

Get StartedCompare pricing