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07/27/2021
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Tim Schuermann
heise Download Content Team
Helpdesk software: A comparison of ticket systems for customer service and IT support
Helpdesk solutions from website chat to ticket system
Helpdesk systems receive customer inquiries, forward them to the responsible employees and guarantee a timely response. But which system is best for which company?
💡 The most important thing in brief
Helpdesk systems manage incoming customer inquiries from various channels. This simplifies case processing for support staff, leads to faster answers and ensures happier customers.
Most helpdesk systems are only available as paid cloud services, their working methods and range of functions are very similar.
The choice of the right helpdesk system therefore depends largely on your own requirements, taste, costs and the cloud services to be integrated.
Small companies, the self-employed and craft businesses should use solutions that can be put into operation quickly and without much training. In addition to Zammad and Crisp, this also includes the low tariffs of the other cloud services.
To the list: ➤ Overview of helpdesk solutions
If the vacuum cleaner suddenly stops working or software crashes, those affected usually contact the manufacturer. Today, this is no longer only done by e-mail and telephone, but also via other channels such as Twitter, Facebook and WhatsApp. While start-ups, craftsmen and the self-employed quickly lose track of things, in larger companies questions like to circle between two departments for an unnecessarily long time.
So-called ticket systems promise help. Depending on their purpose, they also like to appear under other names. In support or customer service, one usually speaks of helpdesk systems, the Duden also offers the nice German word case processing system.
The solution: Helpdesk as a central collection point
All helpdesk systems work according to the same principle: First, they collect the inquiries from the various communication channels. For every question and every problem, they then create a ticket that can be visualized as an index card. The helpdesk system logs the entire exchange of messages with the customer and the current processing progress. Ideally, the helpdesk system works in an audit-proof manner, so the tickets can neither be deleted nor manipulated afterwards. This means that a company can later fully understand the entire communication. If several support employees work on the case, they can also see the solution approaches of their colleagues.
Queues ensure order
In larger companies, you don't want three customer service representatives answering the same question at the same time, leaving a confused customer. The helpdesk systems therefore first push the tickets into a queue from which each free support employee takes a ticket and is then immediately responsible for answering it. The software ensures that only one employee processes the question at a time, so there is no chaos. During processing, the ticket also goes through several states. A new incoming ticket is initially "open", after the answer the case is considered "closed". Based on these partly freely definable statuses, the processing status can be precisely tracked at any time and thus tickets that have been left behind can be identified immediately - suitable filters help.
Useful answer aids
Numerous additional functions make the day-to-day work of the support staff easier. Here, too, the competing helpdesk systems now offer a largely identical service. Text modules speed up the answering of recurring questions, while a knowledge database enables frequently required solutions to be looked up. Finally, statistics tailored to the company reveal potential for improvement. If, for example, a disproportionately large number of inquiries about this model are received after the introduction of a new vacuum cleaner, there could be a series or design error.
Some helpdesk systems also include a separate customer portal. Customers can use this to view the current processing status of their inquiries and make new inquiries. This is particularly useful for long-term business relationships, such as in the B2B sector.
Enterprise features: SLAs and workflows
A call center employee should only be allowed to answer incoming tickets. This is ensured by the built-in user administration. The helpdesk systems also ensure that a support employee processes their tickets within a specified time. This applies in particular to tickets that have been classified as particularly important. For example, if an employee is on vacation, their tickets automatically end up on a colleague's desk. If tickets remain on the table for too long, most systems automatically escalate them to a superior or at least raise an alarm. Service level agreements even guarantee customers fixed response times.
Additional workflows can be defined in helpdesk systems for larger companies. These prescribe in which situations a ticket has to go through which stations in the company. For example, the manager then has to approve the delivery of a replacement vacuum cleaner before the ticket goes on to the shipping department. A workflow is easily created in a graphical editor, in which the route and the stations of the ticket are recorded as a diagram.
clouds preferred
All market-relevant helpdesk systems consist of a web application. This has the advantage that you can operate them via browser and maintain them centrally. Most helpdesk systems are now only available as cloud services. When using them, it is therefore essential to keep an eye on the German data protection regulations. Many helpdesk solutions can be remotely controlled via a REST or other programming interface and extended with additional functions or communication channels via an add-on mechanism.
Helpdesk systems in comparison
In the following, we present some helpdesk solutions for different requirements - from compact live chat for your own website to a full-fledged ticket system for internal or external IT support.
OTRS: The universal bedrock
As early as 2001, Martin Edenhofer created the Open Ticket Request System, which is now just called OTRS. At the latest when NASA officially used OTRS, its popularity increased sharply. The helpdesk system is universally designed and efficiently handles a large number of queries. The latter may be received via email, telephone, chat, SMS and social media services. OTRS can often be found in call and service centers, and customers include heavyweights such as Tupperware, Lufthansa and T-Systems.
OTRS takes into account the vacation of the support staff as well as the working hours of the company. On top of that, there is fine-grained rights management. Furthermore, a company may conduct surveys among customers and encrypt e-mail communication via S/MIME. OTRS can not only ensure extensive workflows, but also react automatically to certain events and filter out messages in a targeted manner.
The outdated user interface of past OTRS versions has now given way to a modern new build. The developers are based on most of the competitors, where the menu is also in the form of symbols on the left edge of the screen.
Originally started as an open source program, the ticket system can now also be booked as a cloud service from OTRS AG. The costs depend on the available storage space and the number of users, concrete prices are only available on request.
➤ To the provider
OTRS
Znuny: Free OTRS alternative
After Martin Edenhofer left OTRS AG, he offered independent support for the open source version of OTRS with his new company Znuny. At the end of 2020, however, OTRS AG suddenly gave up maintaining this free community edition. Without further ado, Znuny decided to provide error corrections themselves. The Berliners received support from a number of other companies that also earned their money with services related to OTRS. This eventually led to the creation of the OTTER Alliance, which actively develops OTRS under the name Znuny.
Image 1 of 3
Znuny (3 pictures)
user interface
Znuny's user interface likes to plaster the screen with lots of information.
Znuny is based on OTRS 6.0 and therefore still has its somewhat confusing and sometimes cluttered user interface. In contrast to the competition, this not only makes it difficult to get started, administrators can also quickly get lost in the apparently countless settings. In return, the ticket system also meets the requirements of large support departments.
The range of functions largely corresponds to the current OTRS, but the standard version lacks connections to social media services, SMS and a chat, and for telephone calls the support staff have to create suitable tickets themselves. In return, Znuny is free of charge, if necessary, numerous service providers offer paid support and other services. However, the installation is tailored to operation under Linux and is quite complex due to the additional components required.
➤ To the provider
Znuny
Zammad: For beginners and small teams
A relatively young but already quite popular helpdesk system is called Zammad. Its clear user interface uses modern web techniques. Even helpdesk newcomers can get started quickly, and advanced functions can be gradually activated as required. Zammad is therefore mainly used by the self-employed, small companies and start-ups.
The ticket system can be used universally in customer service. There it scores above all with its support of numerous communication channels. These also include connections to Telegram, Microsoft 365 and Sipgate. Although Zammad can automatically react to certain events, workflows cannot yet be defined.
Image 1 of 3
Zammad (3 images)
Dashboard
The Zammad start page clearly summarizes the most important key figures - including the tickets that still need to be processed.
Like its competitor Znuny, Zammad is under an open source license. The development is largely controlled by the non-profit Zammad Foundation, while the Berliner Zammad GmbH offers professional services if required. If you don't want to install the helpdesk system yourself, you can use a cloud offer that starts at 5 euros per month for a support employee. Linux or Docker knowledge is required to operate Zammad, which is based on Ruby on Rails, on your own servers.
➤ To the provider
Zammad
Jira: Not just for developers
The Australian company Atlassian also offers a helpdesk system called Jira Service Management. It is closely linked to the manufacturer's other cloud services. This includes in particular the other Jira products, such as the project management solution Jira Software. This makes the ticket system extremely popular with software developers in particular. But the solution is also used in the financial sector, in marketing and for legal issues.
The range of functions is similar to that of OTRS: The ticket system can ensure service level agreements, automatically trigger actions for certain events and follow workflows. There are connections to Slack and Microsoft Teams, among others. Templates configure the user interface to suit the required application or project. The customer portal actively helps when creating a report by, among other things, directing customers to the right department and offering intuitive access to the knowledge database. However, the latter requires a subscription to the cloud service Confluence.
Image 1 of 2
Jira (2 images)
queue
Although Jira offers a tidy user interface, it translates some established standard terms such as "queue" into German terms that sometimes take some getting used to.
As long as no more than three customer service employees answer the inquiries and 2 GB of memory is sufficient, the use of Jira Service Management is permanently free. An extended range of functions and access for more users are available from 20 dollars per month. A price calculator calculates a suitable offer. In the past, companies could run their own servers with Jira. However, Atlassian will discontinue the last relevant offers in February 2024 and will then rely entirely on its cloud services.
➤ To the provider
Jira
Crisp: Chat system with threads as tickets
The self-employed, craftsmen or small start-ups receive only a few inquiries, especially at the beginning of their work. In such cases, chat solutions such as Crisp* are often sufficient. This cloud service collects the questions from numerous communication channels in one central location. In this way, you can keep track of the incoming inquiries, don't overlook any customer contact and don't have to constantly switch between several apps. Like many of its competitors, Crisp also provides a chat window if required, which can be integrated into the homepage in just a few simple steps.
Although the offered Basic tariff can be used free of charge, only two support employees can manage the chats from the website. From 25 euros per month and website, other employees can answer inquiries, and some useful functions are also added. The "Pro" tariff offers the connection to Facebook and Telegram, as well as the processing of e-mails. Triggers and text templates simplify the answers. The Unlimited plan offers additional ticket system functions such as a knowledge database, chat bots, video chats and automatic translations. In addition, users can rate the quality of the assistance provided. Workflows can only be defined via the integration of the Zapier service.
➤ To the provider*
crisp
Livechat Helpdesk: Combined chat and ticket system
The Polish company LiveChat, Inc. also offers a solution similar to Crisp. Under the name LiveChat*, a chat window is initially available for the company's own website. Pricing starts at $16 per month billed annually. Although LiveChat focuses on chat functions, it also offers approaches to a ticket system. If desired, the service can also integrate existing communication channels such as Facebook and SMS. LiveChat users include McDonalds, Mercedes-Benz, Adobe and Unilever.
If the range of functions is not sufficient, LiveChat can be combined with the ticket system HelpDesk* from the same company. Pricing here starts at $4 per month billed annually, with a 14-day free trial. The range of functions corresponds to that of the larger competition: repetitive tasks can be automated, workflows ensure compliance with specified work processes, while text templates accelerate recurring answers. Customers can also rate the quality of the answers. A knowledge database is only available in the form of the separate cloud service KnowledgeBase.
➤ To the provider*
Live chat helpdesk
Freshdesk: leaves nothing to be desired
The Californian company Freshworks offers several cloud services related to customer service, including the helpdesk system Freshdesk*. The well-known users include above all trading companies such as Metro, Decathlon and Delivery Hero.
The range of functions leaves nothing to be desired and even meets the needs of large organizations. Freshdesk actively supports teamwork on a ticket. The cloud service even takes field service into account and plans visits to customers, for example. Among other things, AI algorithms suggest new meta data with which the tickets can be categorized more precisely. Bots relieve the support staff of further work.
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Freshdesk (2 images)
Dashboard
After logging in to Freshdesk for the first time, it presents demo data with which you can explore the simply structured operation. The dashboard immediately reveals increasing or decreasing case numbers.
The helpdesk system can be tried out free of charge for 21 days. If you can get by with a very limited range of functions, you can even use the cloud service permanently free of charge. Subscriptions start at €15 per agent per month billed annually. Only from this tariff is it possible to automate recurring tasks and create service level agreements. If there is a sudden increase in the volume of inquiries, additional support staff are given short-term access with so-called day passes.
In addition to its helpdesk system, Freshworks offers a chat system with Freshchat* and even a “cloud-based telephone system” with Freshcaller*. Freshworks also explicitly promises a data center in the EU and compliance with the GDPR. An office in Berlin provides support.
➤ To the provider*
Freshdesk
Zoho: Cloud Services Zoo
The India-based Zoho Corporation offers an almost confusing jungle of cloud services designed to support companies from marketing to sales, customer relationship management to finance. Among the products there is also a ticket system with Zoho Desk.
While this is similar to the competition, a few features still stand out. For example, a timeline can be displayed that shows all of a customer's past tickets. Depending on the issue, Zoho Desk may also seek explicit approvals. Furthermore, tickets can be pressed into a table view. Once multiple customer service agents are working on a ticket, Zoho Desk will open a chat for agents to consult. The helpdesk system can even create a forum where customers and support staff can exchange ideas.
Like Freshdesk, Zoho Desk contains an artificial intelligence that, among other things, suggests answers from the knowledge database, reads the current mood of the customer from the e-mails and recognizes anomalies. The latter is the case, for example, when suddenly a large number of inquiries about a topic are received. However, the artificial intelligence can only cope with English texts at the moment and is only available with the most expensive subscription.
Zoho Desk conducts communication through email, phone, social media, and a chat module. Addons can also be used to integrate Slack, Salesforce, MS Teams and MS Office 365 as well as many other Zoho services. Zoho Desk is free to use as long as you forego numerous features and have a maximum of three customer service representatives to take care of the answers. Subscriptions start at 14 euros per month and customer service agents when billed annually.
➤ To the provider
Zoho Desk
Conclusion
With helpdesk systems, companies not only keep incoming questions under control, they also increase customer satisfaction at the same time. The solutions offered on the market are similar both in terms of functionality and operation. Anyone who has ever worked with a helpdesk system will usually quickly find their way around a competing product.
At the same time, however, no concrete recommendation can be made for one of the solutions presented. Companies cannot avoid a corresponding evaluation and test. An essential criterion is the integration with other products and cloud services. Anyone who already uses Atlassian tools should first take a look at Jira Service Management, Zoho users can add Zoho Desk.
➤ Back to the list: Helpdesk systems in the overview
* Links marked with an asterisk are affiliate links for which we may receive a commission. This does not increase the purchase price!
Editing & updating: heise download team
(Tim Schuermann)
