Help desk ticketing tools are of immense importance to those who work on an IT team at a company or for a managed service provider (MSP) since they provide solid tech support. Thanks to these applications, IT staff and end users can communicate about and track technical issues and questions easily and effectively. Here is a list of help desk ticket systems to consider:
Using Bugzilla, you can’t rate tickets according to importance or color code. It comes with a clean, simple, and easy-to-use interface, and offers comprehensive email preferences and bug permissions.
C-Desk is a totally free helpdesk system that comes with cross-team service request management, manual asset management, a knowledge base, a photo gallery, a notice board, and a log book.
The free option is for max. 3 agents, with limited functionality. Important features include abilities to easily prioritize certain customers based on SLA policies, easily turn emails and tickets into knowledge base articles, and more.
Freshservice from Freshworks is cloud-based general help desk software that offers basic IT asset management functions. You can enjoy a full-featured 30-day trial. Then, you can opt for a free edition with limited basic features.
- ManageEngine ServiceDesk Plus
ManageEngine offers a help desk tool with IT management features called ServiceDesk Plus, which are available via the cloud or on-premises. The free edition can be deployed on-premise and installed on Windows and Linux devices.
- Mantis Bug Tracker
Mantis Bug Tracker is fairly configurable. Agents can decide which email notifications they want. Different users can have different levels of access. Ticket changes are recorded in audit trails.
ngDesk is free ticket management software that doesn’t offer any paid plans. Everything the software offers (for unlimited agents) is absolutely free. ngDesk offers both canned responses, agent-to-agent private chat, and on-call schedules for agents.
osTicket can help you associate your SLAs with help topics, departments, or ticket filters and set up overdue alerts and notifications in case you miss due dates. The customer portal features all help requests and answers for access later.
Open Technology Real Services (OTRS) offers help desk software with IT management. You can have an on-premise open-source edition, which you can download for free. It can be installed on Linux, Unix-like or macOS machines. There are also paid editions.
- Spiceworks Help Desk
Spiceworks offers an ad-supported IT help desk tool, which can be used for free with no limits. It can be deployed on-premise with a Windows machine. Consider also the cloud-based edition.
SysAid offers a free edition of its IT help desk software with limited features. It supports up to 2 agents to manage up to 100 assets and 100 end users. The tool can be used on-premise (is available for Windows or Linux machines) and as a cloud-based service.
Find a reputable credit card process to obtain a low-cost and secure help desk merchant account without challenges. Choose the right help desk ticket system for your needs and avoid misplacing tickets, violating SLAs, frustrating customers, or losing them.
Author Bio: Electronic payments expert, Blair Thomas, co-founded eMerchantBroker in 2010. His passions include writing/producing music, and travel. eMerchantBroker is America’s No. 1 help desk merchant account company, serving both traditional and high-risk merchants.