Top 5 Best Support Ticket Systems in 2023

Summary

This video offers a comprehensive review of the top 5 support ticket systems: Zendesk, Zoho Desk, Freshdesk, Intercom, and HubSpot. Each system is evaluated on its ability to integrate multiple support channels, facilitate customer interactions, and provide advanced features like AI-assisted responses and automations. Pricing details are provided, with options ranging from free to enterprise-level plans, catering to various team sizes and budgets. The video emphasizes the importance of choosing the right system based on specific business needs and encourages viewers to try free versions before committing.

Takeaways

• 😀 This video provides an unbiased review of the top 5 support ticket systems based on the presenter's experience and research.
• 🔗 Links to the reviewed support ticket systems are provided in the video description for further exploration.
• 💰 The video is not sponsored, ensuring that the opinions are honest and based on the presenter's own findings.
• 📈 Zendesk is recommended for larger teams needing a centralized system for multiple support channels, but it comes with a higher price tag.
• 🤖 Zoho Desk offers AI-assisted responses and advanced automations, integrating well with other Zoho products.
• 💬 Freshdesk excels in ticket assignment and unifying support channels, providing a cost-effective option for small businesses.
• 🌐 Intercom focuses on building customer relationships through various communication channels and offers in-depth reporting.
• 📊 HubSpot's Help Desk provides a comprehensive dashboard for tracking customer support tickets and includes analytics for performance monitoring.
• 💼 The video suggests trying the free versions of the tools first to assess their fit for one's business needs.
• 🔗 The presenter encourages viewers to use referral links for support, potentially offering discounts on some platforms.

Q & A

What is the main focus of the video?

The video focuses on reviewing the best support ticket systems available in the market.

How many support ticket tools are listed in the video?

Five support ticket tools are listed in the video.

Is the video sponsored by any of the mentioned providers?

No, the video is not sponsored by any of the providers. The opinions are based on the presenter's experience and further research.

What are the benefits of using Zendesk according to the video?

Zendesk is beneficial for teams with a large customer base, as it integrates all customer interactions into one system and offers a centralized hub for multiple support channels.

What is the starting price for Zendesk's paid plans?

The starting price for Zendesk's paid plans is $49 per agent/month billed annually.

What is unique about Zoho Desk's AI-enabled chatbot, Zia?

Zia processes questions, directs customers to knowledge base articles, converts chats into trackable tickets, identifies sentiment, and alerts managers about unhelpful solutions.

What does Freshdesk offer that stands out in terms of ticket assignment?

Freshdesk allows ticket assignment based on an agent's skillset and workload or distributes tickets evenly across the team.

How does Intercom help in building genuine relationships with clients?

Intercom enables communication with clients through various channels like email, live chat, push notifications, and in-app messaging.

What is the starting price for Intercom's Starter package?

The starting price for Intercom's Starter package is $74 per month when billed annually.

How does HubSpot's Help Desk tool integrate with customer records?

HubSpot's Help Desk tool links tickets to customer records, allowing customer service reps to reference past engagements easily.

What is the price range for HubSpot's paid plans?

The price range for HubSpot's paid plans is between $18 and $1,200 per month if billed annually.

What advice does the video give for choosing the right support ticket system?

The video advises considering one's needs and trying the free version of any tool before making a final decision.

Outlines

00:00

🔍 Exploring the Best Support Ticket Systems

The video introduces a list of top support ticket software options, aiming to assist viewers in finding the most suitable system for their needs. The presenter emphasizes that the video is not sponsored and opinions are based on personal experience and research. Zendesk is highlighted as a comprehensive email ticketing system for larger teams requiring a centralized customer interaction hub. It offers integration across multiple platforms, community forums, and self-service knowledge bases. Despite its high cost, the presenter justifies the pricing due to its extensive features and the availability of over 1,300 apps in the Zendesk Marketplace. The starting price for paid plans is $49 per agent/month billed annually.

05:00

💼 Reviewing Additional Support Ticket Solutions

The video continues with a review of other support ticket systems. Zoho Desk is presented as a customer interaction solution with AI-assisted response and advanced automations. It integrates well with other Zoho products and features an AI chatbot named Zia. However, advanced features are only available in the most expensive plan. Freshdesk is noted for its efficient ticket assignment and unified support channels, offering a free plan and paid plans starting at $15 per user/month. Intercom is described as a customer messaging platform that facilitates relationship building through various communication channels and provides in-depth reports for client issues. It starts at $74 per month for the Starter package. Lastly, HubSpot's Help Desk is highlighted for its ability to log, organize, and track tickets, with analytics for performance tracking. HubSpot offers a free plan and paid plans ranging from $18 to $1,200 per month. The presenter concludes by encouraging viewers to try the free versions of these tools before committing to a purchase.

Keywords

💡Support ticket system

A support ticket system is a tool that allows customers to submit requests for assistance, which are then tracked and managed by a support team. These systems are crucial for efficient customer service operations, as they help organize, prioritize, and resolve customer issues. In the video, the presenter discusses various software options for support ticket systems, emphasizing their importance in connecting with customers across different channels.

💡Zendesk

Zendesk is a customer service software that provides support ticketing, among other features. It is highlighted in the video for its ability to integrate multiple support channels and offer a centralized hub for customer interactions. The video mentions that Zendesk is particularly useful for larger teams due to its advanced features like community forums and self-service knowledge bases.

💡Zoho Desk

Zoho Desk is a support solution that includes features like a shared inbox, knowledge base tool, and AI-assisted response. The video script mentions Zoho Desk's integration capabilities with other Zoho products and its AI-enabled chatbot, Zia, which enhances customer service efficiency. It is positioned as a comprehensive tool for managing customer interactions.

💡Freshdesk

Freshdesk is described as a one-stop shop for customer support teams, with a focus on efficient ticket assignment based on agent skillset and workload. The video emphasizes Freshdesk's ability to unify support channels and its built-in time tracking feature, which aids in improving resolution times. It is also noted for being a cost-effective option, especially for small businesses.

💡Intercom

Intercom is presented as a customer messaging platform that facilitates building genuine relationships with clients at each stage of the sales funnel. The video discusses Intercom's multi-channel communication capabilities, including email, live chat, and in-app messaging, and its feature to create comprehensive knowledge bases for self-service customer support.

💡HubSpot

HubSpot is mentioned as a help desk tool that allows for logging, organizing, and tracking customer support tickets on a single dashboard. The video script highlights how HubSpot links tickets to customer records for better context and provides ticket analytics for managers to track team performance. It is also noted for offering a free plan along with paid options.

💡Customer engagement

Customer engagement refers to the strategies used to interact with customers and build a relationship with them. In the context of the video, customer engagement is a key theme, with the presenter discussing how the various support ticket systems can facilitate communication and improve customer satisfaction.

💡Integration

Integration in the video refers to the ability of a support ticket system to combine with other software tools or platforms to provide a seamless experience. For example, Zendesk's integration with multiple channels and Zoho Desk's integration with other Zoho products are mentioned as ways to enhance functionality and efficiency.

💡AI-assisted response

AI-assisted response is a feature that uses artificial intelligence to help manage customer interactions. The video mentions Zoho Desk's AI-enabled chatbot, Zia, which processes questions and directs customers to relevant knowledge base articles, demonstrating how AI can improve customer service operations.

💡Pricing

Pricing in the video refers to the cost of the different support ticket systems. The presenter discusses the various pricing models, such as per-agent pricing, tiered plans, and the availability of free plans, which are crucial considerations for businesses when choosing a support ticket system.

💡Knowledge base

A knowledge base is a collection of information, such as articles and FAQs, that customers can access to find answers to their questions. The video emphasizes the importance of a knowledge base in support ticket systems, like Zendesk's self-service knowledge bases and Intercom's comprehensive knowledge bases, for improving customer self-service.

Highlights

Zendesk is ideal for teams using multiple support channels and needing a centralized hub.

Zendesk integrates customer interactions into one system for context-rich support.

Zendesk supports customer service across various platforms including social media and messaging apps.

Zendesk's pricing is justified by its call center, customizations, chatbot, and reporting features.

Zendesk Marketplace offers over 1,300 apps for integration.

Zoho Desk is a support solution with AI-assisted response and advanced automations.

Zoho Desk integrates seamlessly with other Zoho products, like the CRM tool.

Zoho Desk's AI chatbot, Zia, directs customers and converts chats into trackable tickets.

Zoho Desk's advanced response editor with snippets and keyboard shortcuts enhances agent efficiency.

Freshdesk excels in ticket assignment based on agent skillset and workload.

Freshdesk unifies support channels and includes built-in time tracking.

Freshdesk can turn responses into knowledge base articles, simplifying help center creation.

Freshdesk offers a free plan and paid plans starting at $15 per user per month.

Intercom focuses on building genuine relationships with clients through the sales funnel.

Intercom allows communication via email, live chat, push notifications, and in-app messaging.

Intercom provides in-depth reports after client issue resolution to improve knowledge bases.

Intercom's pricing is based on seats and reach, starting at $74 per month for the Starter package.

HubSpot's Help Desk tools offer a unified dashboard for ticket logging and organization.

HubSpot automatically creates tickets from various customer interactions.

HubSpot provides ticket analytics for customer service managers to track team performance.

HubSpot's pricing ranges from $18 to $1,200 per month, with a free plan available.

Transcripts

Hi guys! If you’re currently searching for the Best support ticket system, then this

video is for you.

There are some excellent support ticket Softwares on the market. 

To help you find one, we’ve listed 5 of the best support ticket Tools.

You'll find all the links down below in the video description.

Before we get started, I do wanna mention that this video is not sponsored by any of

these providers. I'm simply gonna give you my honest opinion based on my own experience,

and based on some further research I've done on each of these providers. However, if you

do wanna support my channel you can use my referral links down below in the video description

to sign up for whatever provider you choose to go for, and for some providers, you may

even get an additional discount by using my referral link.

So let's get started

The first one on the list is Zendesk

Zendesk is an email ticketing system that’s ideal for teams that use multiple support

channels and want a centralized hub to connect with their customers seamlessly across those

various channels. This help desk software is especially useful for bigger teams with

a large customer base as it helps integrate all customer interactions into one system,

thereby providing teams with rich context into past customer interactions without having

to do much digging.

Zendesk allows teams to conveniently track, organize and resolve email tickets while also empowering

customers to resolve their own problems with the help of its community forums and self-service knowledge

bases.

Zendesk is also designed for you to help your customers across platforms—email, Twitter,

Facebook Messenger, phone, SMS, WhatsApp, and more—and it's frequently updated to

support new networks. I could easily follow conversations across channels, without having

to leave my browser. This means customers can connect anytime, anywhere, on any channel,

and get the same level of service from me.

However, it's pretty expensive. But between the call center, the customizations for the

knowledge base, chatbot, and reporting, the pricing is absolutely justified. And if these

features still aren't enough for you, Zendesk Marketplace has over 1,300 apps to integrate

with, or you can always build your own Zendesk apps.

The paid plans starts at $49 per agent/month billed annually.

Okay, next let's talk about Zoho Desk

You may be familiar with Zoho as a customer relationship management tool, but they also

make a support solution for customer interactions.

Zoho Desk includes a lot of the usual suspects like a shared inbox and a knowledge base tool.

They also have more advanced offerings like AI-assisted response and advanced automations

for things like conversation sorting and tagging.

If you’re currently using other Zoho products, like the CRM tool, Zoho Desk integrates seamlessly

with them.

Zoho Desk's AI-enabled chatbot, Zia, is also impressive. It processes questions then directs

customers to specific knowledge base articles, converts chats into trackable tickets, identifies

sentiment (flagging any negatives), and alerts managers about unhelpful solutions.

The platform also has an advanced response editor with snippets and intuitive keyboard

shortcuts, making it easier for agents to respond to customer inquiries. 

However, their more advanced features, and even some basic ones like live chat, are only

offered on their highest-cost enterprise plan, which could be over-budget for some teams.

There is a Free plan available and the paid plans start at $14 per user per month when

billed annually.

Next, we have Freshdesk

Freshdesk functions as a one-stop shop for customer support teams.

It really shines when it comes to ticket assignment—you can assign tickets based on an agent's skillset

and workload, or just distribute tickets evenly across your team. No more taking time out

of your agents' day to ask about their bandwidth before dishing out tickets.

Freshdesk unifies all of its support channels (including WhatsApp, Instagram, Facebook Messenger,

email, and more) via Freshchat, keeping tickets and conversations in one place. With built-in

time tracking, entire teams can also track how long they spend with customers and work

toward improving resolution times.

The app can also turn responses to customers into knowledge base articles, making it super

easy to build a help center without manually building out a new Q&A page.

Freshdesk comes in at a much lower price point — it even has a free plan — making it

a more affordable option for small businesses.

The paid plans starts at $15 per user per month, billed annually.

Next, we have Intercom

The customer messaging platform places focus on enabling companies to build genuine relationships

with clients through each stage of the sales funnel.

Using Intercom, users can communicate with clients via email, live chat, push notifications,

and in-app messaging. These options enable companies large and small to reach the right

people on every platform at the right moment.

Another great Intercom feature is that it allows users to create comprehensive knowledge

bases. Thus, clients can easily and quickly find the answer to complex and simple questions

without needing to speak with a customer service representative. Of course, Intercom’s messaging

capabilities also make it easy for clients to connect with agents when necessary.

An advanced feature Intercom offers is the in-depth report that the company receives

each time a client issue is resolved. This information helps organizations revisit the

knowledge base and make changes to help documents as necessary.

And for the Pricing Intercom’s pricing is based on seats and

reach. They don’t offer a free plan, but their Starter package provides the core tools

to support, onboard, and engage customers for $74 per month when billed annually. The

Start package includes two seats with a maximum reach of 1,000 people, followed by $50 per

month for each additional 1,000 people. 

Intercom doesn’t provide public pricing for their Support, Engage, Convert, or Intercom

for Enterprises packages.

Next, we have HubSpot

HubSpot's Help Desk tools let you log, organize, and track customer support tickets all on

one dashboard that’s accessible to your entire team. Reps can view all communication

made on the ticket and oversee the case's progress throughout the entire troubleshooting

process. Tickets are also linked to customer records, making it easier for customer service

reps to reference past engagements with the company. With the Help Desk feature, HubSpot

will automatically create a ticket when a customer fills out a form, sends an email,

or reaches out through live chat.

Additionally, HubSpot provides ticket analytics that customer service managers can use to

track their team's performance. This data includes important metrics like agent response

time, ticket volume, and more which indicate if a team is meeting customer demand. If not,

management can investigate individual rep workflow and identify key roadblocks that

are preventing the team from achieving business goals.

The price range between $18 and $1,200 per month if billed annually. HubSpot Service

Hub also offers a free plan.

So now, which support ticket system is the right choice for you? Each of these 5 options

has its unique benefits so you need to consider your needs before making your final decision.

Like I said earlier, my work is supported by affiliate commissions so if this video

was helpful, you can check the links in the description. Again, that's helps a lot, thank

you.

Whichever tool you choose, We’d recommend trying the free version first, risk free.

And if you like it more you can upgrade.

Other than that, it's up to you.

So hopefully this video help you out, if it did leave a comment and click the like button,

that helps too and goodbye for now.