Today we look at Ticketing Systems for Small to Medium Sized Businesses. Busy help desks are always looking for ways to improve their customer service and make sure they’re responding as quickly as possible.
One of the best ways to do this is with a ticketing system that will keep track of all incoming messages, prioritize them based on urgency, and assign them to the right team in your company.
With a ticketing system, you’ll be able to respond more efficiently because you won’t have to spend time digging through emails or text messages from users and clients – everything will be streamlined into one place!
But where can you get a decent ticketing system that wont cost an arm and a leg?
Table of Contents
- What are the benefits of ticketing systems?
- What is the best HelpDesk ticketing system?
- Is Spiceworks ticketing system free?
- What makes a good ticketing system?
- How do I choose a ticketing system?
One of the most important aspects of running a business is customer service. Whether it be answering questions about products, helping customers with an order or solving their problems, good customer service will make your customers happier and more likely to return to purchase from you again.
However, there are many ways to handle customer service which vary in price and features offered. In this article we will compare 4 different ticketing systems that can help reduce costs for small businesses while providing great features for managing tickets!
What are the benefits of ticketing systems?
A well-designed ticket system will save time and energy. You won’t have to spend hours on customer service calls or emails when you can just assign a support task right from your desk, with auto notifications to customers for updates. The best part is that if your team has an issue they’ll know exactly who needs to be working on it – no more guessing games!
The automated workflows in most modern-day ticket systems mean that users don’t need as much training on how to use them; what’s more, there is less chance of human error because all tasks flow through an intuitive interface until completion. And last but not least, many companies find increased productivity and response times by using ticketing systems.
What is the best HelpDesk ticketing system?
Not every business is the same and it will depend on what you want to do with your ticketing process. If you’re only handling a few tickets per day, we recommend Freshdesk because they offer lower monthly rates for limited resources. But if you need something more robust like Zendesk that can scale up as needed or manage complex IT service requests then there’s no better choice than them!
Is Spiceworks ticketing system free?
What an unbelievable find! Spiceworks is a powerful, comprehensive solution for both asset management and help desk support. It’s free too which makes it even more amazing that this product offers so much functionality. I highly recommend giving them the opportunity to wow you with their helpful customer service as well as phenomenal software features.
What makes a good ticketing system?
Everyone has different requirements, but its safe to say that you don’t have time to read emails or text messages from users and clients. You need a fully integrated, highly functional ticketing system that will help you to get the right teams working on the right problems, first time. Feedback to users is also important – thinking about how they are being kept up to date with your work can be difficult without a robust ticketing system in place.
A good ticketing system should have:
- Exchangeable Tickets (so you don’t have one person doing all of the tasks)
- Conversation History (to know who’s said what when)
- Powerful Reporting Tools (you’ll want these for managing staff workloads)
- Integration With Other Systems And Data Sources (this means less manual data entry!)
- Real time updates for the end user and customer.
- Rapid response from your IT team with a ticketing system that integrates directly into their workflows.
- The ability to easily create different types of tickets, not just service requests but also defects or problems where you can log bugs in an easy way.
How do I choose a ticketing system?
You need to think about a few things before you can decide on which ticketing system is right for you. Your business is different, and so are your requirements. This makes it very difficult to choose a one size fits all kind of approach. Instead, you need to choose a system that will meet the needs of your team.
Do you need to provide your customers with feedback? Do you want them to be able to upload tickets themselves? What do they have access to when using this ticketing system and would it work for them?
How much support can their staff offer on the back end? Can different teams share data in one place, or are there limitations set by the provider which make it difficult for other teams who should know about each other’s work, but don’t because they’re not part of one centralized database. With so many variables under consideration, choosing a ticketing system is no easy task!
It’s worth noting that some ticketing systems are more suited than others depending on your needs. For example, if you have a lot of staff and need an easy way for them to delegate tasks then service desk will be best set up for this purpose just as a helpdesk may find themselves better served by a system designed specifically for their requirements (usually found in higher priced packages).
Likewise, those who want to make sure there is no room left for human error should consider one of the more advanced platforms which allow users to follow clear procedures when resolving issues or adding additional information about support requests. It all comes down to what kind of business you are running and what you need from your ticketing system
Some other considerations to take into account are whether or not the software is compatible with any existing systems and/or can integrate with them, if it’s easy for staff to use (if they’re using a Windows-based PC then some offer a more user friendly interface than others) and what kind of reporting features come as standard.
If all these boxes ticked then hopefully this article has given you enough information so that you don’t end up going through too many trial versions before finding the right one!
- Do you need a centralized system or can it be used from the team’s own devices?
- What sort of reporting features are available on different software packages and what is their cost?
- How easy will your staff find using this kind of system, do they use Windows based PCs with any other systems then there may be some more user friendly interfaces than others.
- Can the ticketing system integrate with existing ones to create a fully integrated approach for clients and users? If so how easy is that integration process going to be for staff members when adding new tickets into an already running database?
- Does it need to integrate with other systems?
- How many users do you have?
- Are you running multiple departments, branches or businesses?
- Do you have custom development requirements?
- Will customers be using this system?
Once you have figured this out, then you can start to look through the different products that are available, and what features they have.
Some Examples are:
- Freshdesk: What is the best Help desk ticketing system for small businesses.
- Freshservice: Very user friendly
- Zendesk: Solid performer for medium sized businesses
- Zoho Desk: Relatively inexpensive for the features
- ServiceDesk Plus: Offers a fully stacked product
- SpiceWorks: Free!
Does Freshdesk offer any features? And is it free?
Freshworks is the perfect service for small teams who want to avoid having a large amount of features they will never use. They offer monthly plans that are affordable and allow you to have access to tools like chat, email help desk functions as well as customer support services your team needs without signing up for other expensive packages!
Is Zendesk a ticketing tool?
Zendesk is a ticketing system that can help you keep all your customers in one place. Contact Zendesk via any channel—email, chat, Twitter etc.—and they will be able to provide prompt service from qualified staff members.
Is Jira a ticketing tool?
Jira, an advanced and well maintained IT ticketing system for agile teams.