A assist desk ticketing system is important to handle assist tickets, whether or not they’re submitted by prospects or staff.
However what occurs when you don’t use it?
There are probabilities that your service requests is likely to be misplaced someplace within the shuffle.
This will result in irritating your prospects, impacting worker productiveness, and damaging the group’s fame out there.
However when you use a great ticketing system, you possibly can witness higher buyer satisfaction, improved agent productiveness, and extra time and value financial savings.
Let’s perceive how helpful ticketing programs are for companies after which take a look at one of the best open-source or free ticketing programs out there out there.
What’s a Ticketing System?
A assist desk ticketing system is a software program resolution that helps you handle the tickets generated by your prospects or staff in case they face any points whereas utilizing a services or products you provide.
An excellent ticketing system consists of options to serve prospects higher by replying to their tickets shortly, fixing their points quicker, and collaborating amongst completely different groups and departments. It could have primary options like:
- Clear visibility into all tickets and assign, monitor, and prioritize tickets
- Automated routing and project
- Interplay with collaboration instruments like Slack, Trello, WhatsApp, and many others.
- Automated responses
- In-built data base and FAQs
- Dwell dashboard for monitoring tendencies and points
- Cell functions
Why Do You Want an Open-Supply, Free Ticketing System?
Within the preliminary section of your corporation, it’s possible you’ll favor emails like Yahoo or Gmail for managing your customer support. It’s cost-effective and offers a shared inbox so that you can collaborate and supply assist.
Nonetheless, an electronic mail shopper received’t be sufficient to handle your rising buyer requests. It would confuse you with its advanced construction with quite a few folders and boring colour codes.
As well as, your prospects received’t solely attain you by electronic mail however slightly by social media, chat, telephone, and different extra handy channels. This implies you’ll find yourself requiring too many integrations.
Nonetheless, when you use a ticketing system, you possibly can successfully handle all of your tickets and supply higher buyer assist. It gives the next benefit:
- Elevated buyer satisfaction charges
- Unified visibility on all tickets throughout channels
- Increased ticket defection
- Decrease value
- Improved compliance with higher information controls
- Efficient collaboration between groups and brokers
- Quicker response instances and higher issue-resolving charges
- Enhanced worker productiveness
Now, take a look at one of the best open-source ticketing programs for your corporation.
HESK
The free assist desk ticketing software program, HESK, is utilized by thousands and thousands worldwide each day. With over 820k downloads and 18+ years in growth, it’s the go-to resolution for organising a buyer assist portal or an IT assist desk for people to massive companies and organizations. Outstanding customers embody Arkansas.gov, Flavour Artwork, CIRA, and The Division of Training, Western Australia.
Key options:
- Arrange tickets into classes, type them by urgency, and filter them conveniently.
- Arrange worker accounts, limit the performance and entry, and regulate who’s doing what.
- Within the Knowledgebase, you possibly can tackle some frequent queries in order that customers will help themselves. They’ll even submit a difficulty or query.
- Each assist ticket will include question particulars to be able to present a greater resolution by understanding the context.
- You’ll be able to simply assign tickets, connect information, add notes, monitor decision time on every ticket, add notes, and modify standing.
- You’ll get 100+ choices, resembling ticket templates, canned responses, customized statuses and information fields, and extra.
The self-hosted model of HESK is totally free to make use of, even on industrial web sites. Additionally they present a handy HESK Cloud choice the place the HESK crew takes care of all of the technical points so you possibly can deal with offering assist to your customers or prospects.
osTicket
Use osTicket to simply streamline and scale your buyer assist and increase consumer expertise. You may get began with this device in easy steps – simply select the options you have to and obtain the software program, set up it shortly following the easy set up course of, and begin utilizing it very quickly.
Key options:
- Ticket filters: This ticketing software program comes with a strong ticket filtering system to make sure you can have the precise tickets in the precise departments. This additionally gives a clutter-free atmosphere.
- Dashboard studies: You should utilize a easy and wealthy dashboard to remain up to date together with your helpdesk statistics.
- SLAs: osTicket offers you with Service Stage Agreements (SLAs) the place you possibly can set your most popular enterprise hours and permit the system to handle the remaining and preserve you worry-free. You’ll be able to even monitor tickets and their due dates and get notices and alerts on escalations and missed dates.
- Buyer assist portal: It gives a robust buyer assist portal that helps sustain good buyer relationships.
- Configurable assist matter: You’ll be able to simply edit, delete, or add assist desk subjects of your alternative at any time.
- Customized fields: You’ll be able to customise the information of customers whereas submitting a given ticket and bounce straight to the issue. Create customized lists, kinds, and fields and add them to appropriate tickets.
- Avoiding agent collision: Keep away from conflicts amongst workers by means of ticket locking throughout response. Set the locking time so no different workers can reply to that ticket inside that point.
- Auto-responder: When brokers obtain or open a message, they’ll ship an computerized reply with this characteristic. You can even customise the responses for various Assist Subjects and departments.
- Thread motion: Brokers can create a process or ticket from the thread entry of one other process or ticket.
- Superior search: Use it to slim down search standards.
- Ticket switch: Brokers can switch, refer, and assign a ticket to a different extra appropriate agent for a given challenge.
osTicket has 1000’s and thousands and thousands of shoppers unfold over 190 international locations, and it’s completely free.
SolarWinds
The free ticketing software program by SolarWinds offers automation and ease as a way to streamline incident administration and ticketing. Its centralized net interface for assist desk administration will show you how to handle your end-user tickets and monitor a service request lifecycle from ticket era to decision.
Key options:
- The device shops all information in a centralized location and hyperlinks a number of points to a single downside.
- Quicker ticket decision and environment friendly assist ticket administration.
- Permits monitoring of ticket standing and particular person efficiency, making you perceive how efficient your assist desk is.
- Alerts on reminders and SLA breaches.
- Intuitive self-service and repair request portal for purchasers.
- In depth database with solutions to frequent questions, decreasing service request volumes.
- Based mostly in your ticketing necessities, you possibly can automate ticket project and routing.
- Automation capabilities embody asset administration on your software program and {hardware} stock.
- LDAP authentication and Energetic Listing.
- Easy login with no obligation or expiration.
- Cross-platform: it’s out there for Mac, Linux, and Home windows.
The free ticketing system of SolarWinds is superb for small corporations. In case you are a bigger firm, it’s possible you’ll wish to strive its Internet Assist Desk (WHD).
Fluent Help
In case you are searching for efficient, fluent, and quick ticketing software program for WordPress, strive Fluent Help. It is going to make your buyer assist extra environment friendly and dependable to be able to all the time delight your prospects.
Construct a robust assist desk resolution in WordPress with Fluent Help, which is a singular system with wonderful options. It gives efficiency monitoring, automated replies, consumer data, product-based assist, and extra for WordPress.
Key options:
- Eases ticket administration by permitting brokers to type and filter variables as a way to set up precedence.
- Brokers can simply monitor their very own progress and the variety of tickets they need to encounter.
- The platform is a Single Web page Software (SPA) constructed utilizing REST API and VueJS. Due to this fact, it’s extremely quick in a decluttered atmosphere.
- It enables you to navigate to a number of pages with no delays.
- Allows computerized ticket project and priority-based replies.
- Inside notes to make sure environment friendly communication with out repeating duties or killing time on repetitive replies.
- Customized fields like radio alternative, checkboxes, WooCommerce orders, and many others., will show you how to accumulate extra data.
- Integration with well-liked instruments like Slack, Discord, WhatsApp, and many others.
Different options embody superior filtering, limitless tickets, precedence administration, exercise logs, custom-made electronic mail notifications, and extra.
OpenSupports
OpenSupports is a straightforward ticketing software program that you would be able to obtain without cost. You’ll be able to entry its supply code on GitHub simply and even contribute to it as a developer if you need. You’ll be able to select whether or not your buyer will use a kind or simply log in to generate a ticket.
Key options:
- It helps 10 languages at present, and extra are anticipated to be added quickly.
- Choice to jot down articles on how-to guides or continuously requested questions (FAQs).
- It gives a versatile and responsive interface that’s user-friendly.
- Simple to make use of and clear admin panel to handle obtained tickets.
- Search and filtering instruments to find and distribute tickets successfully.
- Customized replies to frequent questions.
- Higher duty administration with completely different roles and permissions for employees members.
OpenSupport makes use of applied sciences like NodeJS, React, PHP, MySQL, Redux, Ruby, and many others., to stability compatibility and trendy growth.
UVdesk
UVdesk is a free, enterprise-level assist desk ticketing system constructed on the usual PHP framework Symfony. It gives the extensibility and flexibility of PHP appropriate for any use case as a way to ship improved customer support.
Key options:
- You’ll be able to customise the helpdesk to fulfill your necessities.
- Use branding tailor-made to a company or product/service.
- With the assistance of knowledgebase, you possibly can present the absolute best explanations about your options to finish customers and preserve no area for doubt.
- Permits you to configure your mailbox, changing incoming emails into helpdesk tickets so that you just by no means miss any leads and proceed offering top-notch buyer assist.
- Work well and benefit from your time by saving your replies.
- You’ll be able to maintain, route, and handle inquiries and distribute work with the assistance of good instruments.
- Effortlessly handle your crew and brokers, regardless of how massive or small your group is.
- Workflow automation for repeated duties.
- Simple to put in with a click on by way of Softaculous and arrange.
This open-source ticketing software program is modular; therefore, you possibly can develop modules on it. You’ll be able to even make the most of, modify, and examine the supply code to make it appropriate on your use case.
Spiceworks
Begin managing your assist desk duties and tickets successfully utilizing the ticketing software program by Spiceworks. This cloud-based software program comes configured for you so you will get began and operating very quickly with out requiring upkeep or server procurement out of your finish.
Key options:
- Simply reply, settle for tickets, add feedback privately, and shut tickets quicker with an intuitive interface.
- Customized fields will enable straightforward monitoring of duties and tickets.
- Screens, customized ticket attributes, ticket guidelines, and alerts simplify your job.
- You’ll get studies in your IT assist desk with essential data like ticket updates, labor, and many others.
- You’ll be able to provoke a safe assist session remotely and help distant staff.
- A cell app with the newest updates on tickets together with push notifications immediately in your pill or telephone.
- Monitoring tasks and requests to supply improved buyer assist.
- Simple to arrange in minutes; simply set up the software program and log in.
- Customizable consumer self-service portal.
Other than the above, you possibly can combine it with Energetic Listing so as to add extra customers routinely, tag them, and carry out authentication.
Faveo
The net-based ticketing system, Faveo, is straightforward to put in and use. It’s a cheap resolution for enterprises, SMEs, and startups. It offers you two choices – both you need to use their cloud resolution at inexpensive pricing or host it immediately by yourself server.
Key options:
- A built-in data base allows organizations to share precious data with prospects and workers.
- You’ll be able to customise Faveo to a big extent based mostly on your corporation necessities.
- Permits rebranding and colour altering to match your organization’s model and brand.
- Limitless brokers and precedence assist.
Faveo helps omnichannel integration with social media and electronic mail platforms, together with Twitter, Fb, WhatsApp, MSG91, and Energetic Listing.
Freshdesk
Use the free ticketing system by Freshdesk and supply unimaginable buyer experiences. You should utilize its free perpetually plan by signing up simply with none bank card. This device routinely converts a difficulty or question right into a ticket.
The ticketing software program streamlines all conversations right into a single view, so that you don’t have to change between tabs and functions. You’ll be able to simply view present buyer conversations and entry historic conversations and information to supply higher assist.
Key options:
- Simple to assign and prioritize tickets and alter their standing and properties to spice up transparency.
- A centralized, clear view of all buyer queries throughout channels.
- Easy collaboration between groups and brokers immediately from the ticketing interface.
- Monitoring and monitoring tickets with fast updates to enhance problem-solving charges.
- Workflow automation to assign and route incoming tickets from a number of channels to the precise agent and crew.
- In depth data base to assist customers discover the solutions to frequent questions.
- Clear dashboard to observe tendencies in real-time, detect potential bottlenecks and mitigate points.
- Improved agent productiveness with options like canned responses, reminders for making calls, and following up with prospects.
- Cell functions for Android and iOS to handle tickets on the go.
Freshdesk’s ticketing system integrates with 650+ functions for billing software program, CRM programs, and extra. Nonetheless, the free plan has restricted options, together with social media and electronic mail ticket administration, knowledgebase, and 1-click studies. So, in case your necessities are extra, strive their paid plans ranging from $15/month per agent.
You’ll be able to strive these prime SaaS helpdesk options when you want extra management and options.
Remaining Phrases
Utilizing assist desk ticketing software program will help enhance your buyer expertise whereas enhancing worker productiveness, issue-resolving charges, and saving money and time.
Thus, you possibly can select any of the above open-source or free ticketing programs on your assist crew based mostly on your corporation necessities, custom-made base, and the variety of brokers.
Subsequent, take a look at one of the best helpdesk SaaS platform for your corporation,