11 Best Email Help Desk Ticketing System Software in 2025

Solutions - Email Help Desk & Ticketing System

Boost Customer Satisfaction with the Best Email Help Desk Software

Deliver exceptional customer support while optimizing service operations with Omni24’s best email ticketing system.

Advanced Automation

Intelligent automation rules streamline ticket workflows, from auto-assignment to auto-responder replies, ensuring speedy and efficient resolutions.

Efficient User Management

Simplify ticket assignment, distribute tickets across teams, and create detailed customer profiles for faster responses and enhanced customer satisfaction.

Collaborative Shared Inbox

Build quality teamwork by managing all customer emails in a central inbox, ensuring efficient communication, and preventing requests from falling through the cracks.

Extensive Knowledge Base

Empower customers to find quick answers with an integrated knowledge base and FAQ section, reducing support workload and simplifying onboarding.

Effective customer support is crucial for business success, making email help desk and ticketing software essential tools. Streamlining communication through these solutions organizes and ensuring that no issue goes unresolved. A centralized system allows support teams to focus on delivering timely responses.

Prioritizing tickets and automating workflows significantly improves response times. As customer expectations continue to rise, having a reliable email ticketing system becomes essential for maintaining a competitive advantage.

Let’s explore the key features and benefits of top email help desk solutions. Understanding these tools equips you to make informed choices that meet your organization’s unique needs and enhance support capabilities.

1 Email Ticketing System: Definition
2 Comparing 11 Best Email Ticketing System Software
3 What You Should Look For in an Email Helpdesk Tool?: Features
4 11 Best Email Ticketing System For Every Business Type
5 Use Cases of Email Based Help Desk Ticketing Software
6 How to Choose The Best Email Ticketing Software for your Business
7 Key Benefits of Using Email Ticketing Software Tool
8 Support Customers With the Best Email Ticketing Help Desk Tools
9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
10 FAQs about Top Email Help Desk & Ticketing Systems

Email Ticketing System: Definition

Email ticketing system is a software that allows organizations to manage and track customer support requests as well as inquiries sent via email.

The goal of an email ticketing system is to streamline the customer support process, making it more efficient and effective for both the customer as well as the support team.

An email ticketing software allows customers to send their inquiries or issues to a central email address, which is then automatically routed to the appropriate agent or team for resolution. The agent or team can then track the status of the ticket, communicate with the customer, and resolve the issue in a timely manner.

Comparing 11 Best Email Ticketing System Software

Here’s a comparison chart for the 11 best email ticketing systems for every business type, including their key features, pricing, and trial information:

App Name	Key Features	Price	Trial
Omni24	• Omnichannel support • AI-powered automation • Custom workflows • Real-time collaboration • Advanced analytics • Integrated knowledge base • Multi-language support	$34/agent/month	14-day free trial
Veemo	• Unified inbox • Automated ticket routing • SLA management • Customizable dashboards • Team performance analytics • Mobile app • Integration with popular tools	$19/agent/month	30-day free trial
Front	• Shared inbox • Automated workflows • Analytics and reporting • Integrations with 50+ apps • Customizable views	$19/user/month	7-day free trial
Zendesk	• Omnichannel support • Customizable workflows • Advanced reporting • Knowledge base • Community forums	$49/agent/month	14-day free trial
Freshdesk	• Ticket management • Knowledge base • Team collaboration • Reporting and analytics • Customizable portal	$15/agent/month	21-day free trial
HelpSpot	• Ticket management • Automation rules • Knowledge base • Multi-brand support • Self-hosted option	$9/agent/month	21-day free trial
Jitbit	• Email to ticket conversion • Asset management • Knowledge base • Mobile apps • On-premise option	$29/agent/month	21-day free trial
ServiceNow	• Incident management • Problem management • Change management • Knowledge management • Service catalog	Custom pricing	30-day free trial
HubSpot Service Hub	• Ticketing • Knowledge base • Live chat • Customer feedback • Reporting	$45/month	14-day free trial
Kayako	• Unified customer view • Multichannel support • Self-service portal • Reporting and analytics • Customizable workflows	$15/agent/month	14-day free trial
eDesk	• Multichannel support • AI-powered responses • Order management • Performance analytics • Automated feedback requests • Integration with marketplaces	$55/user/month	14-day free trial

What You Should Look For in an Email Helpdesk Tool?: Features

Having an email help desk and ticketing system that meets the needs of customers is essential for any business. But how would you define the system that suits your business goals best?

Here are five must-have features of an email help desk & ticketing system:

Advanced Ticket Automation

Automation rules can be used to speed up and streamline the workflow of a ticketing system with tasks such as auto assignment, auto-responder replies, automatic tag application. It improves the overall customer experience by ensuring speedy and efficient resolutions.

Shared Inbox

A feature that promotes seamless teamwork among customer support agents, enables better tracking of customer interactions, and ultimately leads to enhanced customer satisfaction through quicker and more coordinated responses.

User Management

Assignment of tickets to agents, distribution of tickets across teams, contact listing and creating customer profiles should be present for efficient user/ticket management. It increases in overall customer satisfaction due to faster responses.

Knowledge Base & FAQs

A knowledge base and FAQ section should be integrated into the system to offer users instant answers to common questions, reducing staff workload while making the onboarding process simpler for customers.

Customizable Templates

Customizable templates make responding to the same type of question much faster for customer service representatives. It also makes clients feel like their messages are getting personalized attention instead of generic responses each time they reach out for help.

Real Time Reporting and Analytics

Organizations can gain important insights into their customer support operations by monitoring and analyzing ticket data. They’re enabled to spot bottlenecks, improve response times, enhance resolution procedures, as well as pinpoint training requirements for support workers.

11 Best Email Ticketing System For Every Business Type

When it comes to the best email ticketing systems and help desk solutions, there are many great options available. Choosing the right one for your needs can be daunting, which is why we’ve broken down popular solutions.

1. Omni24

Best email help desk for omnichannel support

Omni24 Email Help Desk & Ticketing System

Omni24 is an omnichannel customer experience software that integrates multi-channel support, AI-powered chatbot and automated ticketing. It features a self-service knowledge base and detailed performance analytics, enhancing efficiency and providing insights to improve customer service and satisfaction.

The email ticketing system of Omni24 allows companies to manage customer inquiries efficiently through a centralized inbox. It offers powerful automation tools to streamline workflows and improve response times. It also provides detailed analytics and reporting features, helping businesses gain insights into their customer service performance.

Key features:

Omnichannel support: The software ensures a seamless experience across channels, allowing customers to switch between platforms without losing context or conversation history.
Prioritization and escalation: Supports ticket prioritization and escalation to ensure that urgent issues receive timely attention from the appropriate team members.
Knowledge base access: Direct access to a knowledge base allows agents to quickly find solutions and information while assisting customers.
Performance metrics tracking: Provides tools for tracking agent performance, response times, and resolution rates, helping improve service quality and efficiency.
Collaboration tools: The platform includes collaboration features for team communication, enabling support agents to share information and resolve customer issues more efficiently.

Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features and add-ons. All plans come with 14 days free trial and include a shared inbox, known base base and omnichannel support.

2. Veemo

Top email help desk software for advanced ticketing automation

Veemo Email Help Desk & Ticketing System

Veemo Support is an omnichannel help desk software to streamline support operations into a centralized interface. The software is a part of Veemo’s customer engagement suite of products designed to streamline and enhance various aspects of business operations.

Veemo Support offers a range of tools to automate workflows, manage tickets efficiently and provide self-service options to customers.

Key features:

Automated ticketing system: The software offers automated ticketing system categorizes and prioritizes support requests based on predefined rules. This automation streamlines ticket management and helps agents address issues more efficiently.
Team inbox: Collaborate on customer conversations with internal notes and assignments. Ensure smooth handoffs between team members and maintain context across interactions.
Self-service options: Empower customers to find answers independently with a knowledge base. Create and manage FAQs, product guides, and troubleshooting articles to reduce support volume.
Real-time chat support: The real-time chat feature enables instant communication with customers, providing immediate assistance and improving customer satisfaction through timely responses.
Analytics and reporting: The software offers comprehensive analytics and reporting tools, enabling businesses to measure performance, track customer interactions, and make data-driven decisions.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features and add-ons. The software pricing is also customizable as per business requirements.

3. Front

Ultimate email help desk and ticketing software with automatic routing

Front Email Help Desk & Ticketing Software

Front is an easy-to-use email ticketing system that helps team members manage inbound communication with customers as well as internal conversations.

Key features: Allows shared inboxes, automated routing rules and assignments for troubled tickets. It threads conversations for easy continuity. Offers a comprehensive collaboration for teams and customers. Consists a visual workflow dashboard for tracking progress on inquiries.

Pricing: Their three-tier pricing plans start at $59 per person per month and go up to $229 per person a month. Each upgrade gives you more flexibility and enhanced customization of using its services.

4. Zendesk

Inquisitive email help desk tool for large organizations

Zendesk Email Help Desk & Ticketing Software

Zendesk offers advanced customer service solutions such as ticketing infrastructure platforms and live chat that are designed to meet the needs of even the most complex organizations.

Key features: Modern SLA management settings for prioritizing customer requests based on severity levels or service level agreements. Powerful reporting & analytics tools, detailed knowledge base & self-help center builder.

Pricing: Zendesk is also a three-tier plan with an option to bill monthly or annually. You can start with a minimum of adding 5 agents in every plan. It starts at $25 a month per person and goes up to $149 a person a month. Each plan comes with its unique features and customizations.

5. Freshdesk

Ultimate email ticketing system with integrated performance metrics

Freshdesk Email Help Desk & Ticketing Software

Freshdesk is an all-in-one helpdesk platform with integrated performance metrics that allow you to track call times down the second plus keep a record of resolution rates in system timelines across contact channels including voice calls, web chats or emails from different departments in real-time analytics.

Key features: Built-in AI algorithms for resolving queries faster than ever before. Real-time collaboration for teams dealing with end user tickets anywhere anytime. Location insights showing call numbers per region over time.

Pricing: Freshdesk starts with a free version with basic features. It also offers monthly and annual payment methods. The monthly starts at $1199 an agent a month and goes up to $6899 an agent a month with increased customizations.

6. Helpspot

Robust email helpdesk software for small businesses

Helpspot Email Help Desk & Ticketing Software

Helpspot is a comprehensive cloud-based email ticketing system that allows you to effectively keep track of conversations with customers and assign tasks to teams in order to find their solutions faster.

Key features: Software has smart automation features such as customizable triggers and templates. Categorization capabilities, advanced search options, custom reporting capabilities. Easy setup & onboarding, quick response time, teamwork collaboration capabilities, etc.

Pricing: It doesn’t share its pricing plans, instead, it only shows its initial plan where you can add a minimum of 10 agents costing at $14 a month when billed annually. Since they don’t have clear pricing information, the only way to check out is through talking to its sales team.

7. Jitbit

Email ticketing software with intuitive UX design

Jitbit Email Help Desk & Ticketing Software

Jitbit is a fully featured help desk software designed for fast issue resolution that enables organizations to respond quickly to customer inquiries through its intuitive UI & UX design.

Key features: Advanced ticket tracking system with integrated knowledge base with multimedia content management capabilities, automated workflows and notifications system. Integrations with popular software including Salesforce, Intercom, Trello and Slack.

Pricing: It has a cloud-hosted SaaS version that starts at just $24 a month. Jitbit offers only yearly pricing plans that start at $2199 and for customizations, you’ll need to speak to their sales team.

8. ServiceNow

Best email ticketing software for big enterprises

ServiceNow Email Help Desk & Ticketing Software

ServiceNow is a comprehensive enterprise service management platform that can be used for streamlining IT operations at scale as well as providing top-notch aftermarket services to customers. It enables organizations to develop more structured processes by supporting incident management workflow creation, issue triage tools, automatic escalations, root cause analysis functions, real-time analytics reports, etc.

Key features: Equipped with powerful asset management modules and AI powered chatbot integration. Self service web portals, API integrations, drag ‘n drop priority controllers etc.

Pricing: Though they confirm to offer flexible pricing, the only way to know their plans is through requesting a quotation.

9. HubSpot Service Hub

Best email ticketing tool for streamlined process management

HubSpot Service Hub Email Help Desk & Ticketing Software

HubSpot is a powerful customer service platform designed to streamline every aspect of customer support. The solution enables teams to easily manage tickets from any source—including email—and use integrated automation rules in order to provide prompt responses.

Key features: Provides advanced reporting capabilities, real-time performance metrics. Multi-channel support approach to the customer and easy ticket management.

Pricing: The basic tier is charged at $500 a month for a minimum of 5 agents. However, the enterprise level pricing plan is only charged annually at $1200 a month for a minimum of 10 agents.

10. Kayako

Top email help desk software with intelligent search functions

Kayako Email Help Desk & Ticketing Software

Kayako is a cloud-based email ticketing system & help desk solution for large organizations with numerous customers requiring personalized support.

Key features: Advanced reporting capabilities & real-time customer tracking. Intelligent search functions for finding customer data quickly. Cross-channel communication tools for different mediums like social media or web chat.

Pricing: It offers more flexible planning allowing you to choose the number of agents you wish to add in the plan. Though it doesn’t mention any specific prices, Kayako offers cloud & on-prem plan with specific minimum agents required for each one.

11. eDesk

Best email help desk solutions for larger organizations

eDesk Email Help Desk & Ticketing Software

eDesk is another popular email ticketing system & help desk solution that helps larger organizations improve customer service operations. It offers AI-assisted problem resolution by automating the troubleshooting process based on frequently encountered problems.

Key features: Seamless CRM integration with products like HubSpot or Zapier. Vendor management capabilities. Actionable insights, flexible SLAs, and much more.

Pricing: It provides ticket-based plans as well as monthly & annual plans. Monthly plan starts at $89 an agent a month. If you wish to add more features then the next plan starts at $129 an agent a month.

Use Cases of Email Based Help Desk Ticketing Software

Email-based help desk ticketing systems have emerged as a vital tool for streamlining and enhancing customer service operations. The systems offer a structured and organized approach to managing customer inquiries, technical issues, and support requests.

Let’s explore the various use cases of email-based help desk ticketing systems, shedding light on how they enable businesses to provide top-notch support and build stronger, more loyal customer relationships.

Technical support departments are able to track technical support inquiries from customers in an efficient way with an email ticketing and help desk system.
Customer service teams can use email ticketing and help desk systems to quickly respond to customer questions or to handle customer complaints in a timely fashion.
Sales teams can use email ticketing and help desk systems to log customer sales inquiries or orders in order to quickly follow up afterwards with potential customers or clients.
IT departments benefit from using an email ticketing and help desk system as they are able to track multiple IT related incidents that require support or maintenance.
Operations teams can use an email ticketing system to track and respond to logistics as well as supply chain inquiries. They can also manage and resolve issues related to production along with inventory.
HR departments use email ticketing and help desk systems to manage employee requests, inquiries, complaints, etc. in an organized manner.
Finance departments can utilize email ticketing and help desk systems to better manage customer invoice requests, payments as well as internal billing inquiries.

How to Choose The Best Email Ticketing Software for your Business

Choosing the right email help desk ticketing system is crucial for any business that wants to streamline its customer support process. Here are eight factors to consider before choosing the right email ticketing system for your business.

1. Identify your Business Requirements

The first step in selecting the right software is to identify your business requirements. Analyze your customer support needs and consider factors such as ticket management, automation, collaboration tools, reporting capabilities along with integrations with other systems.

2. Research Different Software Options

Once you have a clear understanding of your requirements, research different software options available in the market. Look for reliable vendors that offer email help desk and ticketing software. Read customer reviews to compare the features and pricing of each software to shortlist the ones that align with your needs.

3. Consider Ease of Use

User-friendliness is an important factor to consider when choosing email help desk and ticketing software. Find a solution that offers a simple and straightforward setup process, as well as a user-friendly interface that requires minimal training.

4. Evaluate Customer Support

Ensure that the vendor provides reliable and responsive customer support. Options should offer 24/7 customer support, preferably through multiple channels such as live chat, phone, and email. You also need to check if they provide comprehensive documentation, training resources, and a dedicated support team to assist you whenever you face any issues.

5. Scalability and Customization

Consider the scalability of the software as your business grows. The email help desk and ticketing software should accommodate your growing customer base and evolving needs. Check if the software offers customization options to tailor it according to your business requirements.

6. Integration Capabilities

An effective integration enhances productivity while streamlining the processes. Review whether the software comes with a wide range and seamless integration with your existing systems as well as tools.

7. Security and Compliance

Data security is crucial when it comes to customer support software. The software you choose should be secure and compliant with industry regulations. Look for features such as encryption and access controls to protect sensitive customer information.

8. Pricing and Ongoing Support Costs

Consider your budget and evaluate the pricing structure of the software. Compare the features offered by different vendors to choose a solution that provides value for money. Look for flexible pricing options such as monthly or annual subscriptions and consider any additional costs such as setup fees or hidden charges.

Key Benefits of Using Email Ticketing Software Tool

Implementing an email ticketing software tool offers organizations significant advantages in customer service management, operational efficiency and response time optimization.

Automated ticket routing: Email ticketing software can automatically assign tickets and troubleshoot problems, ensuring that each customer request is routed to the correct team or agent for fast response times.
Improved Customer Service: By tracking emails, you can offer your customers better service with more accurate responses, allowing them quick access to help or advice when they need it most.
Enhanced Collaboration: Email ticketing system enables teams to easily collaborate on customer issues and track progress in real time.
Increased Team Efficiency: The software eliminates manual processes for dealing with incoming requests, meaning that agents can quickly respond to emails and provide helpful solutions faster than ever before.
Comprehensive Ticket Management: Email ticketing software can guarantee that agents effectively respond to enquiries, regardless of complexity, along with minimizing repeated inquiries which eventually saves time and money.

Support Customers With the Best Email Ticketing Help Desk Tools

An effective email help desk and ticketing software is vital for enhancing customer service as well as streamlining support processes. Centralized communication ensures timely responses to all inquiries, allowing support teams to remain organized and focused on customer needs.

Efficient issue tracking and workflow automation contribute to quicker resolution times, significantly increasing both productivity along with customer satisfaction. Investing in the right software transforms how support teams operate. As technology continues to evolve, adopting a robust ticketing system positions your business for long-term success, delivering exceptional customer experiences and driving operational efficiency

Scale Your Conversations with Omni24’s Digital Customer Experience Platform

Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch.

Start 14 Days Trial

FAQs about Top Email Help Desk & Ticketing Systems

1. How does an email help desk ticketing system work?

When a customer sends an email to a designated support email address, the system automatically converts the email into a support ticket. The ticket is then assigned a unique reference number, allowing both the customer and support team to track its progress. The system also enables support agents to collaborate on resolving the ticket, ensuring a seamless customer experience.

2. Is email help desk software suitable for small businesses?

Yes, email help desk software is suitable for businesses of all sizes, including small businesses. It can help streamline their customer support tickets process and provide efficient service. Small businesses can manage their customer inquiries effectively without the need for a large support team. It also enables better organization and collaboration, allowing them to deliver prompt and satisfactory solutions to their customers.

3. Can every business benefit from email help desk software?

Yes, the email help desk system benefits businesses of all sizes. While larger enterprises often require complex features and customization options, small businesses can also benefit from simplified versions of the software tailored to their needs. These versions often offer price affordability, scalability, and user-friendly interfaces suitable for smaller teams.

4. What are the benefits of using an email ticketing system?

An email ticketing system offers several benefits for businesses. It centralizes customer inquiries and creates a structured process for managing them, ensuring that no inquiry goes unanswered. It also allows for better tracking and reporting, enabling businesses to analyze their support performance and identify areas for improvement. Email ticketing systems can automate certain tasks, such as categorizing and assigning tickets, saving time and increasing efficiency.

5. Can an email ticketing system be integrated with other customer support tools?

Yes, most email ticketing systems can be integrated with other customer support tools to create a seamless support experience. Integration with tools like live chat, knowledge bases, and customer relationship management (CRM) systems can provide a more comprehensive customer support solution.

11 Best Email Help Desk Ticketing System Software

Trusted by Leading Brands