Top 5 Email Ticketing Systems in 2023

Back in the year 2010, Mark Zuckerberg made a claim – “email is dead.” The founders of Facebook were certain that social mail was soon to replace email as we knew it.

We’re now in 2022, and I’m happy to report that the good old email is far from dead — it’s alive and thriving, especially in the context of business communications.

And when it comes to customer service, email as a channel continues to reign supreme, despite the introduction of modern channels like social media and self-service.

One of the reasons why email is still in demand today as a customer support channel is its ease of use. Customers find it easier to explain their issues in detail over email rather than over the phone or chat. Likewise, email allows support agents to provide well-thought-out and meaningful solutions to customer questions and support requests. It is a win-win deal for both the parties.

What’s an email ticketing system and what does it do?

In the simplest terms, an email ticketing system helps customer service teams deliver fast and effective support via email. It enables teams to better organize their customer emails and optimize their workflow efficiently. It also equips them with the necessary tools to resolve the queries for the best satisfaction of the customers.

1. Hiver

Hiver is the world’s first Gmail-based email ticketing system. Given that it is built for Google Workspace and has a similar look and feel to Gmail, its interface is straightforward and easy to understand. It comes with sophisticated email ticketing features, including email assignment, tracking, automation, reporting, customer feedback surveys, and more.

Key features:

• Email delegation
• Live chat
• Email tags
• Email notes
• Collision alerts
• Email templates
• Automations
• Analytics
• SLA management
• Customer satisfaction surveys
• Integration with Slack and Zapier

2. Freshdesk

Freshdesk’s email ticketing system is one of the most sophisticated in the industry. It converts customer requests from email and social channels into tickets. In addition, it helps to classify and assign those tickets to designated agents. In higher tier plans, agents can also share ownership of tickets with others on the team. The best part about Freshdesk is that it gives support agents rich context about customer’s past interactions with your company, their feedback and their past support issues.

Key Features: 

• Automation
• Ticket trends and reporting
• Collision detection
• Rich customer context
• Shared ownership of tasks
• Gamification
• Integration with many apps like Google apps, JIRA, Dropbox, Mailchimp, Zoho CRM and several others through Zapier

3. Jitbit

Jitbit is a popular email-based ticketing system that allows teams to process, assign, track, and automate incoming email tickets. Given that it has a relatively simple interface compared to other email ticketing systems in its category, teams can easily set it up and start using it without any hassle. What makes Jitbit one of the most sought after ticket management tools is its price. Unlike most other email ticketing systems, Jitbit offers flat monthly and yearly pricing options, meaning its plans are not priced per agent.

Key features:

• Ticket categorization and tagging 
• Ticket status
• Assignment and tracking
• Analytics dashboard and metrics reports
• Live chat
• Knowledge base
• Email templates
• Collision alerts

4. HappyFox

Established in 2011, HappyFox is a help desk software that helps teams to effectively perform all the essential functions of a good ticketing system. This includes assigning incoming emails to the right team members, categorizing tickets by their type, status, or priority, automating repeatable tasks like changing email status, round-robin ticket assignment, SLA management, and more. Some are included.

Key features:

• Private notes
• Ticket assignment
• Ticket categorization
• Knowledge base
• Chatbot support

5. Help Scout

Help Scout is another popular email-based ticketing system that helps both small and large teams manage their common mailboxes with ease. It has a clean interface and comes with essential features for efficient team email management, such as ticket routing and prioritization, automation, analytics, response templates, and tagging, among many others.

Key features:

• Rule-based automation
• Response templates
• Robust analytics
• Live chat
• Knowledge base 
• Ticket routing, tagging, and prioritization