Top 7 Internal Ticketing Systems in 2024
Table of contents
Let’s say you’re an HR manager in a fast-growing company. It’s very common for employees to send emails to your department enquiring about benefits, policies, payroll, and other related matters.
Typically, all these emails arrive in an inbox, and that’s where it becomes difficult to establish ownership and accountability. Who is working on what query? Which queries are yet to be resolved, and which ones are yet to be picked up?
Without an internal ticketing system, things can spiral rapidly out of hand. Requests are overlooked, priorities become confused, and suddenly, frustration and delays are commonplace. Not only is this inconvenient, but it also negatively impacts business.
The top internal ticketing systems go beyond managing requests. They are all about turning the disorder of everyday tasks – be it in finance, IT, or HR – into a harmonious series of coordinated movements. Requests are converted into tickets, which are then automatically sorted and ranked by priority. Let’s discuss the top 7 internal ticketing systems in this article!
Table of Contents
- 7 best internal ticketing systems of 2024
- What’s the difference between internal and external ticketing software?
- What features should you look for in an internal ticketing system?
- Do you need an internal ticketing system for Finance?
- Do you need an internal ticketing software for People Operations?
- Do you need an internal ticketing solution for your IT team?
- Frequently Asked Questions (FAQs)
- Conclusion
7 best internal ticketing systems of 2024
These seven email ticketing software offer a range of features, customizations, and integrations to suit different organizational structures and demands.
| Software | Key Features | Pricing Plans | Ideal For |
|---|---|---|---|
| Hiver | – Multi-channel support – Automation – Analytics – Collaboration tools – 24×7 support | Starts at $19/user/month (billed annually) | Teams that want an extremely easy-to-use helpdesk |
| Zoho Desk | – Workflow automation – Social media integrations | Starts at $20/user/month | Small to medium-sized businesses |
| Zendesk | – Centralized communication hub – Knowledge base | Starts at $55/user/month | Enterprises |
| HappyFox | – Ticket management – Automation and integrations | Starts at $14/user/month | Medium-sized businesses to large enterprises |
| Help Scout | – Email and live chat support – AI summarizer | Starts at $22/user/month | Internal teams that provide email support |
| Front | – Multi-channel support – Workflow automation | Starts at $19/user/month | Multi-channel internal ticketing needs |
| Jitbit | – Ticket routing and categorization – Multilingual support | Starts at $29/user/month | IT-focused internal support |
1. Hiver
Hiver is a multi-channel internal ticketing system that works on top of your inbox. Because of its familiar interface, it’s really easy to setup and use – teams using Hiver can typically get started in less than an hour.
The tool can be used by HR, IT, and finance teams to:
- Effectively manage incoming queries from employees
- Easily collaborate with team members using internal notes, shared drafts, and approval workflows.
- Automate workflows so that your team members don’t have to take up mundane and repetitive tasks
- Offer multi-channel support via email, live chat, knowledge base, voice, and WhatsApp
- Access in-depth analytics on your team’s workload and performance
– all without leaving your inbox.
Key Features
Email support: Efficiently manage shared inboxes like payroll@ and invoices@, assign ownership to emails, and have complete visibility over who is working on what email. Track the resolution status of every query – ‘open’, ‘pending’, and ‘closed’ – anytime, anywhere.
Filter emails by Tags for faster access. Segment employee or vendor queries based on type – product bugs, payment issues, refunds, exchanges – or based on urgency – urgent, not-so-urgent, and so on.
AI Summarizer: Turn lengthy email conversations into concise notes. This saves you time and effort in going through email threads to understand context.
Response Templates: Make use of pre-written templates to respond to commonly asked questions. Your team doesn’t have to write responses from scratch every single time.
Knowledge Base: Empower your employees or vendors to self-serve and reduce repetitive queries. Easily build, host, and monitor a centralized library of help articles – answers to frequently asked questions, instructions, and guides – that can be referred to anytime and from anywhere.
Live Chat: Provide real-time support to your employees and vendors using chat. The best part is that you can manage chat support without leaving your inbox.
Collaboration: Effectively use collaboration tools to loop in team members with @mentions, avoid duplication of responses with Collision Alerts, and get response messages approved in real-time using Shared Drafts.
Reporting and Analytics: Measure user and workload performance to gain insights into key metrics such as first response time and average resolution time. Use this to identify improvement areas, top performers, and ones that need training.
Automations: You can automate email management by enabling rule-based assignments. Assign tags to all customer conversations based on certain conditions or route them to specific people based on their skill set. For instance, all emails with the word ‘Reimbursement’ in the subject line can be tagged as ’Priority’ and be automatically sent to one of your team members in the Finance department.
Integration: Integrate with popular apps like Asana, JIRA, Salesforce, Slack, and Zapier to enhance productivity.
SLA Management: Prioritize conversations based on urgency and importance and ensure your team’s accountability with timely resolutions.
“After implementing Hiver in my organization, it has completely transformed our internal communications for various purposes. It is so effortless that you implement it once with just a few clicks, and a lot of things are automated. It also provides various customer support channel options. With such an easy-to-integrate product, you can automate a huge number of mundane work communications and email sharing, which actually saves your time and efforts and eliminates communication lag in the team.” – Hiver User Review | G2
2. Zoho Desk
Zoho Desk is a platform that helps streamline internal ticketing for businesses of all sizes. It comes with features such as ticket management, contact organization, and analytics.
Utilizing Zoho, you can create workflows and automate repetitive tasks like ticket assignment, escalation, and notification triggers. Its reporting and analytics capabilities assist in tracking support team performance, gauging employee or vendor satisfaction, and recognizing areas for improvement.
You can provide multi-channel support – including email, phone, chat, and social media – through Zoho Desk. Additionally, it offers a self-service portal for employees to independently find answers to their questions.
Zoho subscription pricing plans:
Zoho pricing plans are typically tiered, with different features and functionality available at each level.
- Free (for up to 3 agents)
- Standard plan at $15.57 per user per month
- Professional plan at $25.16 per user per month
- Enterprise plan at $38.34 per user per month
Here’s why Zoho’s pricing doesn’t get you the most value for your money
Key Features:
Features vary depending on the plan type you choose. Their cheapest plan at $15.57 includes:
- Email ticketing
- Help center
- Social media integrations
- Response snippets
- Basic reporting
Limitations:
- No live chat functionality
- High learning curve
- Lack of integrations
“While Zoho Desk is overall a great platform, there are a few areas that could be improved. One downside is the limited integration options with certain third-party applications, which can sometimes hinder our ability to fully integrate our support system with other tools we use. Additionally, although the reporting and analytics features are useful, they could be more robust and customizable to better suit our specific needs.” – Zoho Desk User Review | G2
3. Zendesk
Zendesk’s features are highly valuable for internal ticketing use cases. Its centralized communication hub ensures that internal requests, whether related to IT support, HR inquiries, or facilities management, don’t get lost in the shuffle of emails or chat apps.
Zendesk’s issue-tracking system enables teams to create, manage, and resolve internal tickets with ease, providing transparency and accountability throughout the process. Automated workflows make sure tickets are routed to the right teams swiftly, reducing response times.
The knowledge base empowers employees to find answers independently, cutting down on repetitive inquiries. Analytics and reporting tools offer insights into internal support processes, helping identify areas for improvement.
It’s worth noting that Zendesk is quite expensive and has a more intricate setup process compared to other software in its category.
Zendesk subscription pricing plans:
- Suite Team at $55 per user per month
- Suite Growth at $89 per user per month
- Suite Professional at $115 per user per month
- Suite Enterprise – Custom pricing
Zendesk costs 2x more than Hiver
Key Features of the Suite Team Plan:
- Email ticketing
- Live chat
- Help centre
- Basic reporting
Limitations:
- Clunky UI and high learning curve
- Personalized support comes at a premium. You’ll fall into a rabbit hole of help center articles to fix an issue
- You’ll have to pay extra for add-ons and integration
“Pricing can get pretty steep as you add on features. Most of our clients are small businesses in a stage of growth—so while the features make perfect sense for their teams, sometimes the bill ends up pricing our people out. They also recently removed basic reporting from their basic Support Team plan (used to be included) which is a HUGE bummer, as well as removing quick live support (have to send an email instead).” – Zendesk User Review | G2
4. HappyFox
HappyFox‘s ticketing system can be used for streamlining internal queries and delivering prompt employee support. Teams such as IT, HR, and Finance can use HappyFox to auto-route queries to the right personnel, monitor trends in employee tickets, and ensure every query is responded to promptly. The platform also helps teams create an internal knowledge base that employees can refer to for simple, straightforward queries.
HappyFox also makes it very easy for employees across the organization to submit queries and requests – through an embedded request submission form.
HappyFox subscription pricing plans:
- Base: $14 per user per month
- Team: $69 per user per month
- Pro: $119 per user per month
- Enterprise Pro: Need to contact sales person
Key Features of the ‘Mighty Plan’:
- Ticket management
- Knowledge base
- Basic reporting
- Automation
- Integrations
Limitations:
- Challenging to create new tickets
- Limited reporting
- Configuration and setup is a bit clunky
“We do not like when we respond to a ticket that it bumps our ticket to the top of the queue but doesn’t show our response unless you open it up. We would also like to be alerted with a sound if a new ticket arrives so we don’t always have to keep checking.” – HappyFox User Review | G2
5. Help Scout
Help Scout can help companies provide email and chat assistance to their employees and vendors through a centralized ticketing platform. It offers powerful features such as automated routing of tickets, response templates for commonly asked questions, and team performance tracking, amongst others.
The platform also helps companies build an internal knowledge base. It’s a very handy feature however, quite a few users have found setting this up to be a little complicated.
Help Scout subscription pricing plans:
- Standard: $22 per user per month
- Plus: $44 per user per month
- Pro: $65 per user per month
Know the best alternatives to Help Scout
Key Features of Help Scout’s Standard Plan:
- Live chat
- Knowledge base
- CSAT
- Integrations
Limitations:
- Agents are restricted to responding to tickets solely through the main group email addresses, such as [email protected] or [email protected]. This approach to employee or vendor communication is somewhat superficial, as it hampers the ability to reply from an individual’s work email.
- Doesn’t allow teams to create SLAs directly
- Knowledge base features are limited
“My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be updated soon. The organizational structure in Docs is also a little lacking.” – Help Scout User Review | G2
6. Front
Front operates as a multi-channel internal ticketing system with an interface reminiscent of well-known email clients.
Upon the arrival of a new employee or a vendor inquiry – whether via email, social media, or live chat – it is directed to a central inbox. Within this inbox, queries can be assigned to agents, and their status can be tracked in real time.
Front also facilitates smooth internal collaboration. You can write Internal notes and share drafts with colleagues or supervisors when responding to employees. Additionally, Front offers integration capabilities with various apps, including Salesforce, Pipedrive, Jira, Asana, Github, and Trello.
Front subscription pricing plans:
- Starter: $19 per user per month
- Growth: $59 per user per month
- Scale: $99 per user per month
- Premier: $229 per user per month
Learn how Hiver is a far superior alternative to Front
Key Features of Front’s Starter Plan:
- Email ticketing
- WhatsApp + SMS
- Social channels
- Live chat
- CRM integration can help Sales and Marketing teams
Limitations:
- No SLA features in the Starter plan
- Automation capabilities are limited
- Although it provides comprehensive reports, comprehending them can be challenging
“In Front, it is not easy to report issue types, and it is impossible to nicely present the data on 2 or 3-level reporting…e.g. we would use our own tags and have some nested under each category, and there is no nice way to present it with a chart. Requires me to extract the data manually and create my own charts elsewhere.” – Front User Review | G2
7. Jitbit
Jitbit is a ticketing tool perfect for handling customer issues and internal requests across departments like HR, finance, and IT. With JitBit, you can easily send and receive emails, attach files, sort out tickets, manage assets, and even chat with employees in real-time.
The interface is super friendly, making it easy for teams to update each other right within the tickets. Plus, it allows you to set up workflows that meet your specific needs. For example, HR can create a smooth onboarding process for new hires, while IT can streamline software installations.
Jitbit subscription pricing plans:
- Freelancer: $29 per user per month
- Startup: $69 per user per month
- Company: $129 per user per month
- Enterprise: $249 per user per month
Key Features:
- Email ticketing
- Reporting
- Automation
- Knowledge Base
- Integration
Limitations:
- Specific to IT
- Their starter plan is expensive, given that it’s limited to only 1 agent. There’s no value for money observed when compared to a solution like Hiver
- Can be slow and glitchy
“Unlike some other helpdesk solutions there is not a dashboard view available to easily view ticket counts and other important information. We would like to be able to display this information on a display board we have in the office. There is an API available to get this information, but I would have liked a built-in solution.” – Jitbit User Review | G2
What’s the difference between internal and external ticketing software?
A ticketing system which is internal is designed primarily to serve the needs of employees within an organization. Whether it’s handling IT issues, HR queries, or inter-departmental communication, it’s all about smoothing internal workflows.
On the other hand, an external ticketing system is all about improving customer experience. Though they may seem similar at a glance, delving into their features reveals a stark contrast in their design, purpose, and operation. The following table illustrates these differences, providing a clear insight into what sets these two systems apart:
| Feature | Internal Ticketing System | External Ticketing System |
|---|---|---|
| Audience | Employees within the organization | Customers or external users |
| Primary Purpose | Address internal queries/issues | Handle customer inquiries/complaints |
| Types of Queries | IT support, queries for HR and Finance. Inter-departmental communication. | Product support, sales inquiries, customer feedback |
| Accessibility | Restricted to the organization’s employees or stakeholders | Accessible to all customers or the general public |
| Escalation Procedures | Often related to internal hierarchy, departmental protocols | Based on customer service levels, customer satisfaction, and customer feedback |
| Knowledge Base Requirements | Internal knowledge base Specific to organizational processes | Customer-focused, product/service information |
| User Training and Onboarding | Training aligned with internal staff needs | Training focused on customer interaction, brand alignment |
| Multi-Language Support | May not be required, depending on organization | Often necessary for global customer base |
Know the best FREE helpdesk ticketing software in 2024
What features should you look for in an internal ticketing system?
Here are some features you should consider while selecting an internal ticketing tool:
- Automation: Look for a tool that can automate repetitive tasks like ticket routing, responses, and escalation. Bots can also step in to streamline your support process and make everything run more efficiently.
- Smart categorization and prioritization: Effective categorization by issue type, product, geography, or other factors helps streamline ticket handling. Automatic assignment and trend identification are big pluses. Setting priorities based on impact and urgency, and having SLA policies to escalate tickets nearing breach, are critical for maintaining service standards.
- Real-time notifications and alters: Automatic updates and alerts keep teams informed about the status and timeline of their tickets. This transparency helps manage expectations and ensures SLA adherence.
- Mobile access: While not always essential, mobile access can be a huge advantage for teams, allowing them to manage tickets and provide support on the go.
- Security and Compliance: Ensure the internal ticketing tool complies with legal and industry standards and offers robust security features.
- Knowledge Base: A self-service option empowers users to find solutions independently. A well-organized knowledge base can reduce ticket volumes and improve user satisfaction.
- Integration: Your internal ticketing system should work well with other tools like QuickBooks, Slack, Jira, and project management systems to ensure everything flows together seamlessly.
- Support and training: The software provider should offer plenty of support and training to ensure your team has help when they need it, especially if there are urgent questions or system glitches.
Do you need an internal ticketing system for Finance?
A finance ticketing solution serves as the central control room – it organizes, tracks, and manages everything from budget planning to financial approvals within an internal ticketing system.
Imagine a situation where procurement needs swift approval, but without a clear system, the request gets buried in emails. Delays lead to missed opportunities or even strained supplier relationships.
With an internal ticketing tool for finance, you can prioritize each request efficiently. It accelerates financial decisions and ensures accuracy, compliance, and a real-time overview of the company’s financial status.
Do you need an internal ticketing software for People Operations?
Potential hires primarily interact with your company through the human resources team. Without an HR-specific internal help desk ticketing system, this interaction can become a chaotic and frustrating experience.
Consider a talented candidate whose application gets lost among hundreds of emails. Or an existing employee whose urgent query about benefits goes unanswered.
An HR-based internal ticketing solution centralizes and simplifies these processes, offering a streamlined experience from recruitment to retirement. It ensures that each individual feels valued and attended to, strengthening the relationship between the company and its most vital asset: its people.
Get Hiver for People Operations
Do you need an internal ticketing solution for your IT team?
An internal IT ticketing system manages challenges arising in an IT team.
Let’s say there’s a critical software bug that disrupts your product team’s work. Now, the product team would have to report the issue, but without a centralized system, it becomes difficult to track this issue. It’s difficult to determine who is working on it, the estimated resolution time, and gain insight on other key parameters.
An ITSM service desk will be able to assign the right problem to the right team. This helps to minimize downtime, while also preventing sudden tech disaters. It ensures that tech disruptions are handled on time, ensuring teams across the organization aren’t impacted drastically.
Frequently Asked Questions (FAQs)
1. What is an internal ticketing system and why do I need one?
An internal ticketing system organizes queries and requests from employees within an organization. It ensures efficient tracking and resolution of these queries.
2. How does Hiver integrate with Gmail and Outlook for internal ticketing?
Hiver turns Gmail and Outlook into powerful internal ticketing systems. It lets teams assign, collaborate, and track queries directly from their inboxes without switching platforms.
3. Can Zoho Desk handle multi-channel support requests?
Yes, Zoho Desk supports multiple channels, including email, phone, chat, and social media. This allows businesses to efficiently manage and resolve queries from different platforms.
4. What are the key limitations of using Zendesk for internal ticketing?
Zendesk has a few drawbacks, such as higher costs, a complicated setup process, and the lack of features like SLA and workflow automation in its lower-tier plans.
5. Is Help Scout suitable for small teams?
Help Scout is suitable for small teams looking for a centralized platform to manage email and chat support, offering features like ticket routing, automation, and agent performance evaluations. However, its limitations include a somewhat restrictive interface and limited support channels.
6. How does the pricing structure of internal ticketing systems vary?
Pricing structures vary widely, from free plans for basic needs to custom pricing for enterprise-level solutions. Factors influencing pricing include the number of agents, features, and integrations offered.
Conclusion
Choosing the right internal ticketing system comes down to balancing great features, scalability, and ease of use. From my perspective, whether you’re aiming to enhance teamwork, cut down on response times, or get a clearer view of your support metrics, the right system should hit all these marks perfectly.
Remember, aligning our selection with specific internal support requirements is key. Each of these systems has the potential to be that efficient engine driving our support excellence forward. So, armed with the knowledge of their strengths and nuances, we can confidently make an informed decision that harmonizes with our organizational goals.
