You are busy putting out fires every day.
Your team is swamped with support tickets, and important issues are getting lost in a messy inbox.
It’s frustrating when you can’t keep track of everything, right?
This chaos can slow you down and leave your customers unhappy.
But what if you could change that?
The right IT ticketing software can turn this chaos into a smooth process.
It helps you manage, track, and solve problems easily.
In this article, we’ll show you the 9 best IT ticketing software options so you can find the perfect solution for your business.
What is the Best IT Ticketing Software?
Choosing the right IT ticketing software can feel overwhelming.
Many options are available, and each has a different set of features.
We’ve put together a list to help you make an informed decision.
This guide highlights the best software to help you find the perfect fit for your business needs.
1. Atera (⭐️4.8)
Atera is an all-in-one platform for IT businesses.
It combines RMM, PSA, and a help desk in a single, powerful solution.
This makes managing your IT services simple and efficient.
Our Take
Experience Atera for yourself! Join over 13,000 customers in 120+ countries. Reduce tickets by 35% with AI Copilot.
Key Benefits
- Boost team productivity by 11-13 hours each week on average.
- Achieve a 97% patch success rate for secure systems.
- Handle 6 million devices with ease.
- Generate scripts with AI Copilot that are 90% accurate.
- Resolve 50% of tickets automatically.
Pricing
Atera offers a free trial and a range of pricing options. Here is the breakdown:
- MSP Pro Plan: Starting at $129 per month
- MSP Growth Plan: $179/month
- MSP Power Plan: $209 per month
- MSP Superpower Plan: Contact for pricing.
- IT Department Professional Plan: Starts at $149/month
- IT Department Expert Plan: $189/month
- IT Department Master Plan: $219/month
- IT Department Enterprise Plan: Contact for pricing.
Pros
Cons
2. NinjaOne (⭐️4.6)
NinjaOne is a powerful and easy-to-use RMM platform.
It helps IT teams manage and monitor their devices remotely.
Its intuitive design makes it a favorite for many.
Key Benefits
- Centralized Control: Manage all devices from a single location.
- Powerful Automation: Automate tasks to save hours.
- Reliable Patching: Keep systems updated and secure.
- Quick Remote Access: Instantly connect to user devices.
- Excellent Support: Get fast help when you need it.
- Warranty Tracking: Track 100% of your device warranties.
Pricing
- Free trial Available
- No public fixed price.
- Contact them for a personalized quote.
Pros
Cons
3. SuperOps (⭐️4.5)
SuperOps is a modern platform for MSPs.
It combines PSA and RMM in one place.
The software is designed to be smart and easy to use.
Key Benefits
- Unified PSA/RMM: All-in-one IT management.
- Modern Interface: Easy to use and navigate.
- Smart Automation: Automate many daily tasks.
- AI-Powered Insights: Get smart suggestions.
- Proactive Monitoring: Spot issues early on.
- Endpoint Security: Keep devices safe and sound.
Pricing
- PSA only: Starting from $79/user/month.
- RMM only: Starting from $99/user/month.
- Unified Basic: $129/user/month.
- Unified Advance: $159/user/month.
Pros
Cons
4. SyncroMSP (⭐️4.2)
SyncroMSP is a combined RMM and PSA platform.
It is known for its straightforward pricing and comprehensive feature set.
It’s a great option for smaller IT shops.
Key Benefits
- All-in-One Tool: RMM, PSA, remote access.
- Per-Tech Pricing: Affordable for growing teams.
- Integrated Billing: Streamline invoicing processes.
- Scripting Engine: Automate complex tasks easily.
- Built-in Ticketing: Manage help desk requests.
- Good Community: Get help from other users.
Pricing
- Core Plan: $129/month per user.
- Team Plan: $179/month per user.
Pros
Cons
5. ConnectWise (⭐️4.0)
ConnectWise offers a comprehensive suite of solutions for MSPs.
It is a robust platform with a focus on business management and automation.
It’s built for complex operations.
Key Benefits
- Full PSA Suite: Manage projects, billing, and sales.
- Robust RMM: Monitor and manage all endpoints.
- Strong Integrations: Connects with many other tools.
- Automated Workflows: Set up tasks to run themselves.
- Detailed Reporting: Get deep insights into your business.
- Mobile Access: Manage on the go with ease.
Pricing
- Free Trial Available.
- No public fixed price.
- Contact sales for a quote.
Pros
Cons
6. ManageEngine (⭐️3.8)
ManageEngine offers a variety of IT management software.
Their tools help businesses with everything from service desk to operations.
It is a reliable choice for diverse needs.
Key Benefits
- Broad Product Range: Many tools for IT.
- Cost-Effective: Often more affordable options.
- Strong Reporting: Get good data insights.
- Automation Capabilities: Automate tasks well.
- Scalable Solutions: Grows with your business.
- Hybrid Cloud Support: Flexible deployments.
Pricing
- Free Trial Available.
- Custom Quote Available.
Pros
Cons
7. N-able (⭐️3.5)
N-able provides a wide range of IT management tools.
Their platform helps MSPs deliver services efficiently.
It is known for its strong remote monitoring capabilities.
Key Benefits
- Comprehensive RMM: Full remote monitoring.
- Advanced Security: Protect against cyber threats.
- Patch Management: Keep all software up to date.
- Backup & Recovery: Secure client data easily.
- Reporting Tools: Get insights into IT health.
- Automation: Streamline routine IT tasks.
Pricing
- Free Trial Available.
- No public fixed price.
- Custom Quote Available.
Pros
Cons
8. Kaseya (⭐️3.2)
Kaseya provides IT management solutions for MSPs and internal IT teams.
It offers a broad set of tools for automation and security.
It is a well-established player in the market.
Key Benefits
- All-in-One Platform: One suite for many needs.
- Strong Automation: Automate routine IT chores.
- Unified Management: Manage IT from one place.
- Built-in Documentation: Access critical info quickly.
- IT Glue Integration: Seamless knowledge sharing.
- Security Focus: Enhance Your Cyber Defense.
Pricing
- Free Demo Available.
- No public fixed price.
- Custom Quote Available.
Pros
Cons
9. Pulseway (⭐️3.0)
Pulseway provides real-time remote monitoring and management.
It allows you to manage your IT infrastructure from any device.
It is a flexible and powerful solution.
Our Take
Looking to improve your IT management? Start a free trial of Pulseway today to see the power of mobile RMM.
Key Benefits
Pulseway offers powerful features, especially for on-the-go management:
- Real-time Mobile Access: Fix issues from any mobile device, saving significant time.
- Broad Device Support: Monitors Windows, macOS, Linux, and network devices.
- Automated Patching: Keeps over 220 third-party applications and OS up-to-date.
- Integrated Solutions: Combines RMM, PSA, and IT asset management in one platform.
- Fast Issue Resolution: Instant alerts enable you to detect and fix problems more quickly.
Pricing
- 3 years: $27/month
- Annual: $44/month
- Monthly: $67/month
Pros
Cons
What to Look for in an IT Ticketing Software?
- Automation: Does it automate repetitive tasks? Look for features like automatic ticket routing, responses, and escalations to save time.
- Ease of Use: Is the software simple for both your team and your end-users? A clean, easy-to-navigate interface is key.
- AI Features: Consider AI tools such as AI Copilot and IT Autopilot. These features can help with tasks such as ticket summarization, suggesting solutions, and automating entire workflows to resolve issues faster.
- Customization: Can you adjust the system to fit your specific workflow? The ability to customize fields, forms, and reports is essential.
- Reporting & Analytics: Does it provide clear dashboards and reports? You need to track key metrics like resolution times and agent performance.
- Integrations: Can it connect with the other tools your business uses? Look for integrations with your CRM, communication apps, and other essential software.
- Scalability: Can the software grow with your business? Ensure it can handle an increased number of users and tickets as your company expands.
- Knowledge Base: Is there a built-in knowledge base? This allows users to find solutions on their own, reducing the number of tickets your team has to handle.
How can IT Ticketing Software Help Your Business Grow?
A strong ticketing system is crucial for your business.
It helps you manage service requests and keep your customers happy.
With good help desk software, your help desk team can solve problems faster.
This means less stress and more productivity for everyone.
An IT ticketing software streamlines your workflow.
It turns messy emails into organized support requests.
This makes ticket management much easier. Your team will always know who is working on what.
Good customer support software also helps you see trends.
You can find common issues and fix them before they become big problems.
This leads to better service and happier customers, which helps your business grow.
Buyers Guide
When doing our research to find the best products, we determined them using the following factors:
- Features and Functionality: We sought a robust ticketing system that incorporates all the essential features of a modern help desk ticketing system. This included everything from a powerful user interface and automated responses to features like asset management and change management. We also focused on platforms with key AI capabilities, such as an AI Copilot and IT Autopilot, that can turn a simple support ticket system into a game-changer for efficiency.
- Ease of Use: We evaluated the ease of getting started for both support teams and end-users. The best tools have an experience seamless setup and a simple user interface, reducing the manual effort needed for training and daily tasks.
- Automation: A great it ticketing system should be smart. We evaluated how well each desk solution could handle smart rules, ticket assignment, and up-to-date communication channels. We sought solutions that automatically assign tickets to agents and handle incoming emails and various channels with ease.
- User and Expert Reviews: We gathered feedback from support staff, support folks, and other it agents to get a real-world perspective. We paid attention to what people were saying about the pros and cons, the only ones with valuable insights on real-world use. This included identifying common issues and the features that people loved.
- Pricing & Support: We considered the cost and what each solution included. We checked if there was a strong community, excellent customer support, and clear policies for refunds.
- Scalability: We sought a support ticket system capable of growing with your business. The best solutions can handle a growing number of called tickets, more team members in the it department, and expanding needs for things like email tracking and relevant tags.
- Self-Service and Knowledge Base: A top-tier help desk ticketing system provides great self-service options. We looked for platforms that allow users to solve their problems through a knowledge base, which reduces the workload on support teams and leads to higher employee satisfaction. This is a single point of truth for all support needs.
Wrapping Up
Finding the right service management software is a big decision.
We’ve gone through the best options to help you choose wisely.
A good system helps you manage tickets easily, whether they come from email or a phone call.
With features like custom fields and omnichannel support, you can make the software fit your team perfectly.
The right choice will help your business run smoothly.
Don’t settle for old, complex installed software.
Opt for a modern solution that boosts team efficiency and delights customers.
We’ve given you the facts to make a smart choice for your business’s future.
Frequently Asked Questions
What is IT ticketing software?
IT ticketing software is a tool that helps your IT team manage, track, and resolve technical issues. It turns support requests from users into organized tickets for an efficient workflow.
How does IT ticketing software work?
Users submit issues through various channels, which the software converts into a ticket. The system then automatically routes the ticket to the right agent and tracks its progress until the issue is resolved and the ticket is closed.
What are the main benefits of using IT ticketing software?
It centralizes all support requests, improves organization, and automates repetitive tasks. This helps your team become more efficient, boosts productivity, and ensures no request gets lost or overlooked.
What features should I look for in a ticketing system?
Look for features like automation, reporting, and a knowledge base. AI-powered tools, such as an AI Copilot, can also assist with tasks like ticket summarization and suggesting solutions to help your team work more efficiently.
How does a ticketing system improve customer satisfaction?
A ticketing system ensures timely and organized responses. It provides transparency into the resolution process, keeps customers informed of their ticket status, and helps teams resolve issues more quickly.
