Best help desk ticketing system

What is the best help desk ticketing system?

Customer service is your company’s first priority—after all, if you don’t provide quality service, your competitors will be sure to step into the void. Zendesk Support is a simple and elegant help desk ticketing system that centralizes all of your customer interactions in one easy-to-use solution. That ensures your users can provide reliable, consistent, and personalized customer support, which builds a precious resource: trust.


Zendesk Support enables your agents to access their ticket queue from a single interface, making it easy for teams to track customer conversations and pick up where they left off. Using Support help desk software helps your agents manage tickets across multiple channels, so it won’t matter if a customer request comes through social media, email, phone, or live chat. By unifying all available channels into a single system, your agents will be able to avoid duplicate tickets that waste valuable internal resources and frustrate your customers.


Zendesk Support is multilingual, meaning localized support content in more than 40 languages can be dynamically applied everywhere, including automations, time-saving macros, triggers (time and action-based), and helpful knowledge base articles. With Zendesk customer support software, your company can take advantage of Support’s multi-brand feature, which allows you to create unique help centers, support channels, and business rules for multiple brands, regions, or products—all managed from a single help desk.

But Support help desk software goes far beyond that. Users can initiate processes triggered by ticket changes or time-based conditions, and the built-in best practices are a great place to start. However, you'll also be able to customize any workflow, from the simplest to the most complex.

To help you customer service agents work more efficiently, you can create and share macros so your team can respond with a standard message and set of actions for common requests. Customizable views give help desk employees a handy queue based on ticket status, assignee, group, and other conditions, keeping them on task and providing management insights about how much work your staff faces on a daily basis.

For Support customers, dynamic request ticket forms can be set up for different types of customer requests, a feature that automatically routes tickets to the right place. Your agents will have essential information that is relevant to the customer’s specific problem, saving time for all concerned.

Support help desk software coordinates your team’s efforts with scheduled business hours, time tracking, and service-level agreements measured to the minute to ensure you meet your commitments. That coordination also extends to your team being able to CC coworkers and share information using internal notes on tickets, which keeps everyone on the same page. In addition, the live editing feature shows who is viewing a ticket and any changes they make in real-time—no more stepping on each other’s toes.

A timely solution

Support’s simple design and great flexibility means that almost any business can benefit from the ticketing system's powerful tools. For example, large companies such as Groupon and Box use it to provide solid, personalized service at scale, but small and medium business (and charities) can also implement the help desk to offer customer service that will keep pace with their growth.

That said, other organizations who want to use support tickets can take advantage of Support. Human resources departments can put the system to work providing streamlined, responsive support to their employees, and IT teams can use it to manage requests for assistance.

Knowledge is power

Support help desk software also features a powerful knowledge base (as part of the Guide tool), which can be set up for internal users to answer common questions such as password resets, software licenses, and more. Knowledge base content can address common problems and solutions for customers, which means your team will not need to reinvent the wheel. And because the knowledge bases integrates with learning management systems (LMS), your management team can set up valuable courses to onboard new employees and train existing ones about new policies, legal requirements, and more.

As part of Guide’s toolset, you will be able to create a knowledge base for your customers, giving them great tools for self-service (studies have shown that many customers prefer to solve their problems via this method). But you’ll also have the option of setting up an online community where users can post and respond about issues, as well as a customer portal that provides users a single view of all of their support requests and forum activity.

Guide also features the AI-powered Answer Bot, which can resolve high-frequency, common tickets by sending relevant knowledge base articles to customers while they wait for an agent to respond. Those articles, however, aren’t static. With Guide, you will be able to measure and score the popularity and effectiveness of your content, so your team will have a clear understanding of what works—and what needs improvement.