Top 14+ Best Customer Support Ticket System Review Free And Paid – 2017 | UPDATED
With the appearance of new technologies and online services, the client service industry has moved to a new level. Particularly it concerns customer satisfaction. Now if a user encounters a problem, he can leave a message with the description of a problem and a request for help. Thus, the website provider can analyze the issue and reply to a user.
However, the process of sending queries to a tech support is not that simple as it may appear at the first sight. It includes the autofill of a form, sending e-mails with confirmations, delegating your complaint to a certain person at tech support, the issue analysis and solution, personal profiles updates and sending e-mail notifications. Companies with big customer bases need to use query systems in order to solve their consumers’ problems quickly, effectively and in an orderly manner.
In this article you will find a list of the best free and extended premium systems for tech support of users. We will tell you about the options offered, billing plans and other details.
Free systems of consumers’ tech support:
Let us start from five systems of tech support which you can download for free. You should decide upon what you want to get from them, and make your choice.
OsTicket is one of the most famous and commonly accessible systems of consumers’ tech support. There are two versions: downloaded one and distributed one. Downloaded version is free and is located on your own service. As for the second version, it is called SupportSystem and is a paid service with secured and protected cloud hosting.
HESK is free software for the tech support of customers. It implies such options as sending a query, anti-spam protection, e-mail notifications, applications, knowledge base, access limitations, canned responses, reports, ranging, etc.
Spiceworks is free software set for professionals and IT companies. This service provides many instruments such as network manager, tech support software, questions & answers and many other things. Their tech support program is complete with such functions as requests application via the web portal or e-mail, requests automation and arrangement, knowledge bases, etc.
OTRS This is free public tech support software which offers users to manage their queries and the database, self-service interface, time estimations, reports, research, access management and other things. The functional OTRS can be expanded by add-ons.
Request Tracker is a free system of tracking the software releases. The system offers a wide variety of options, among which there are tool bars, functional dependence graphs, optimized interface for mobile devices, time tracking, PGP e-mail support, knowledge bases and other things.
Paid systems of customers’ tech support:
Are you ready to pay for a more reliable tech support system with the extended set of functions? Then we have something to offer.
Zendesk. One of the best software sets, specially designed to satisfy the needs of a customer, an agent and a manager. Simple interface allows users sending requests through different channels (via website, e-mail, a telephone, Facebook, etc.). Agents may receive the users’ profiles and the whole threads of communication, and managers can have reports and analytics.
Zendesk is available for different mobile devices, including Android, iPhone, Windows Phone, BlackBerry, etc.
Freshdesk is popular among premium programs of customer support. Within Sprout plan three people of your staff can get Freshdesk for free. This program is not worse than Zendesk in terms of functionality and simplicity of use. Thanks to Freshdesk your users can effortlessly leave their requests, and your staff can easily deal with them.
Vision Helpdesk is a multichannel program of customer tech support. It is different from other teammates in a set of properties, among which there are satellite system of customer support, request accounting and other. Aside from that, Vision Helpdesk is capable of uniting several tech support divisions in one central. If you want, you can add some options to your Vision Helpdesk by using modules and external applications. Besides, the program is available for mobile devices.
HelpSpot is a complex web application for the tech support of users. It is providing you with such options centralized service desk portal, requests management, filters, automation, optimized interface for mobile devices, consumer resources management, time tracking, multibrand support, benchmark testing, accountable reports and many other things.
JitBit Help Desk has 2 variants: web and SaaS (software as a service). The program can be downloaded (after a purchase) and located on a server. Here are options available for you: knowledge base, e-mail integration, report system, adjustable interface, and unlimited number of agents.
Kayako is a union of tech support systems of customers and different channels for more than 30 000 organizations. The list of properties includes: sending requests through the tech support or e-mail, reports, accounting, ranging, allocation of priorities of requests.
BMC Track-It! is a complete integration of tech support and asset management. The service is affordable, easy to use, it can provide quality support with request management, self-service, knowledge management, monitoring panels, analytics and reports.
Bonus: a system of users’ tech support for CMS (content management system).
WordPress Advanced Ticket System. This system offers wide range of options and is available in two versions. Owners of a free account have the basic functionality, whereas owners of the premium account have more functions for more effective and a simple interaction with consumers.
Support Ticketing System. This is the tech support system for Drupal. You are not going to find many options, only necessary ones: creation of requests, their allocation, e-mail integration, notifications, and requests reviews.
RSTickets! Pro. This is a premium support system for Joomla, offering the creation and management of requests, automatic allocation of requests, the integrated knowledge base, electronic messages, monitoring panels for quick access to all sections of customer support.