The 11 best ticket management tools for responsive support in 2025
A customer who waits is a customer who doubts. That's where ticket management comes in: a structured system to centralize, prioritize and resolve each customer request efficiently.
But how do you choose between management software, ticketing tools, all-in-one platforms and more specialized systems? Each solution promises better organization, fluid communication between teams and rapid problem resolution... but not all are created equal.
In this article, we've compared for you the 11 best ticket management solutions in 2025, based on genuinely useful features for support teams and our critical look at integrations, performance, and return on investment.
👉 Whether you manage a small team or a global support center, you'll find the right tool here to manage your customer requests, automate your processes, and boost the customer experience.
How does a ticket management tool work?
A ticket management tool is software designed to structure the handling of customer requests, from first contact to complete resolution. It plays a key role in customer service, helping teams to manage requests efficiently, whether they arrive by email, chat, phone or form.
Here's how it usually works:
- Step 1 - create a ticket: every customer request is automatically transformed into a ticket. This contains all the key information: type of problem, entry channel, priority, customer concerned, history, etc.
- Step 2 - allocation to the right agents: according to predefined rules (type of request, language, availability, etc.), the ticket is assigned to an agent or a team. Some tools even offer automated allocation.
- Step 3 - monitoring and prioritization : tickets are classified and prioritized: urgent, critical, simple requests for information... This enables optimum management of resources and time.
- Step 4 - centralized communication : all exchanges (emails, messages, internal comments) are grouped together in a single interface, to avoid loss of information and improve collaboration.
- Step 5 - resolution and closure: once the request has been processed, the ticket is closed, with the option of leaving an internal note or sending a customer satisfaction survey.
- Step 6 - analysis and reporting : modern ticket management tools integrate dashboards: average resolution time, volume of requests, agent performance... All you need to manage your support system in real time.
Summary of our top 11 ticket management software products
1 of 10
 Freshdesk |  monday service |  ClariLog |  Crisp |  LiveAgent |  Microsoft Dynamics 365 |  Organilog |  Redmine |  Sage CRM |  ServiceNow |
|---|---|---|---|---|---|---|---|---|---|
| For companies with 2 to 5000 employees | For all companies | For all companies | For companies with 2 to 250 employees | For all companies | For companies with more than 1 employees | For companies with 2 to 5000 employees | For all companies | For all companies | For all companies |
| See software | See software | See software | See software | See software | See software | See software | See software | See software | See software |
| Learn more about Freshdesk | Learn more about monday service | Learn more about ClariLog | Learn more about Crisp | Learn more about LiveAgent | Learn more about Microsoft Dynamics 365 | Learn more about Organilog | Learn more about Redmine | Learn more about Sage CRM | Learn more about ServiceNow |
Our comparative analysis of the 11 best ticket management tools
Clarilog
Clarilog is a French IT management software (ITAM & ITSM) offering a robust ticket management module for technical and IT departments. Designed for SMEs, ETIs and local authorities, it centralizes support requests, tracks their resolution, and facilitates communication between agents and users.
Clarilog is primarily aimed at in-house IT teams or general services who need a structured ticketing system, coupled with IT asset management. It fits in well with an overall IT resource management approach.
📌 Here's what Clarilog offers to effectively manage internal requests and ensure precise technical follow-up:
- personalized support request portal for internal users ;
- automatic ticket creation by email or form;
- tracking of tickets by status, priority, resolution time ;
- complete history of interventions and exchanges;
- links with IT assets (hardware, software, licenses, etc.);
- detailed reporting on requests, incidents, delays, agents, etc.
Clarilog stands out for its comprehensive approach to IT management, which is not limited to simple ticketing. We appreciate the centralization of data, the traceability of interventions, and the advanced functions for managing technical support. It's a solid solution for organizations that want to professionalize their internal support while keeping control of their technical infrastructure.
ClariLog
Crisp
Crisp is a French multi-channel customer messaging solution with an integrated ticket management module. Designed for support, marketing and sales teams, it centralizes exchanges and automates part of the processing of customer requests. Modern and visual, it is aimed above all at startups, SMEs and SaaS publishers looking for a simple yet effective tool for managing interactions.
One of Crisp's greatest assets is its ability to bring together all channels (email, chat, social networks, WhatsApp, etc.) in a single interface. It also facilitates collaboration between agents, with a system for assigning conversations, internal notes and pre-recorded responses. Finally, its automation and AI modules make ticket processing faster and more consistent.
📌 Here's what Crisp offers to optimize multi-channel customer support:
- shared inbox to centralize messages from all channels ;
- real-time chat with automatic triggers and visitor tracking;
- ticket creation from emails or unresolved messages;
- agent assignment and collaboration with internal feedback;
- chatbot and automated scenarios to filter simple requests;
- integrated knowledge base to encourage self-help.
Crisp is an accessible, modern and agile solution, ideal for companies that want to simplify customer request management without breaking the bank. We like its all-in-one approach, the fluidity of the interface, and the possibility of integrating intelligent automation without technical complexity. A great alternative to Zendesk or Intercom, in an affordable French version.
Crisp
Freshdesk
Freshdesk is an omnichannel ticket management platform designed for SMEs and mid-market companies looking for responsiveness, simplicity and scalability. It is aimed at teams who want to streamline their support without falling into the complexity of enterprise solutions.
What sets Freshdesk apart is its ability to unify all customer conversations (email, phone, chat, social networks, messaging apps) in a single view. Add to this an embedded AI (Freddy AI) capable of automating repetitive tasks and guiding agents on more complex tickets, and you get a tool that's quick to deploy, easy to scale and designed for performance at no extra cost.
📌 Here's what Freshdesk offers to deliver fluid, scalable customer support:
- intelligent shared inbox with integrated automations, SLAs and reporting;
- omnichannel support: centralization of tickets from all channels in real time;
- Freddy AI for agent assistance, intent detection and automatic resolution;
- self-service portal and integrated knowledge base;
- customizable and scalable workflows, without technical complexity;
- dashboards to monitor performance and team workload.
Freshdesk ticks all the boxes for fast, efficient implementation. We appreciate its ultra-short learning curve, clear interface and transparent price/performance ratio. It's ideal for growing organizations looking to scale up without the need for consultants or gas plants.
Freshdesk
LiveAgent
LiveAgent is a complete solution for ticket management and multi-channel communication, designed for support teams juggling multiple channels and high volumes of requests. It is equally suited to SMEs and service centers looking for a responsive, centralized tool.
LiveAgent stands out for its native integration of voice calls, a rare feature in ticketing solutions. All channels (email, chat, social networks, telephone) are brought together in a single interface, with an intelligent ticketing system that tracks every interaction, regardless of its origin. The platform also features live chat, detailed reporting and gamification to motivate agents.
📌 Here's what LiveAgent offers to effectively manage multi-channel customer requests:
- unified ticketing system with automatic allocation and prioritization ;
- integrated telephone support (VoIP softphone) with call recording ;
- live chat with real-time visitor tracking;
- complete history of all interactions by customer;
- automations, tags, workflows to streamline processes;
- advanced reporting and statistics by agent, channel and type of request.
LiveAgent is a robust solution for those who want to manage everything from a single platform, including inbound calls. We like its functional richness, its responsiveness, and the way it structures exchanges, while remaining simple to use. Perfect for teams who want to increase productivity without sacrificing support quality.
LiveAgent
Microsoft Dynamics 365 Customer Service
Dynamics 365 CRM (Customer Service) is a complete ticket management module integrated with Microsoft CRM. Designed for large enterprises, it centralizes customer requests and automates large-scale support processes.
Dynamics stands out for its ability to manage complex workflows, including intelligent routing, SLA enforcement and customer satisfaction analysis. The tool is built on a solid foundation of artificial intelligence, enabling agents to obtain recommendations in real time, while maintaining a 360° view of each case.
📌 Here's what Dynamics offers to structure advanced customer support:
- automated, multi-channel ticket creation;
- dynamic routing and intelligent queuing;
- customized SLA and escalation ;
- customer portal and knowledge base;
- detailed reporting and real-time dashboards;
- AI suggestions for rapid request resolution.
Dynamics is a powerful tool for demanding environments. We appreciate its functional depth, its ability to handle large volumes, and its native integration with the Microsoft ecosystem. Ideal for structuring a support department with high performance objectives.
Microsoft Dynamics 365
monday service
monday service is a ticket management tool integrated with monday.com, renowned for its visual workflows and quick learning curve. It is designed for agile teams, whether IT or not, wishing to manage internal or external requests via a simple yet powerful system.
Its tabular interface makes it easy to track requests, with customized statuses, no-code automations, and an optional customer portal. A perfect solution for SMEs that want to combine ticket management and team collaboration without technical complexity.
📌 Here's what monday service offers for simple request management:
- visual tracking tables with status automation ;
- automatic assignment of tickets according to defined criteria;
- My Tickets" customer portal;
- internal collaboration via comments and tags;
- deadline and performance monitoring via dashboards;
- exchange history and attachments per ticket.
monday service combines simplicity and efficiency. We like its clear interface, its modular logic, and its ability to adapt to all types of teams. An ideal option for structuring customer support without losing flexibility.
monday service
Organilog
Organilog is a French software package dedicated to field service companies, integrating ticketing, scheduling and intervention management functions. It is aimed at mobile teams, such as technicians or maintenance staff, who need a simple, comprehensive tool.
Organilog's main advantage lies in its ability to link tickets to interventions and customers, while enabling real-time tracking on cell phones. It also centralizes documents, signatures and histories to ensure complete traceability.
📌 Here's what Organilog offers for managing tickets in the field:
- incident ticket creation on mobile or web ;
- scheduling of interventions with notifications ;
- customer tracking and intervention history;
- management of contracts and related documents;
- mobile application dedicated to technicians ;
- service reports with signature and photos.
Organilog stands out for its adaptability to the field. We like its simplicity, its all-in-one logic, and its highly operational focus. Perfect for maintenance, cleaning and security companies.
Organilog
Redmine
Redmine is an open source project management solution with a customizable ticketing system. Popular with technical teams, it offers a modular approach, ideal for managing internal workflows at low cost.
Redmine lets you track tickets (issues), assign roles, collaborate on projects and generate reports. Its main asset: freedom of customization, thanks to an extensive library of plugins and an open API.
📌 Here's what Redmine offers for flexible ticket management:
- multi-project ticket tracking ;
- advanced role assignment and permissions ;
- dashboards and Gantt charts;
- tracking of time spent per task or ticket ;
- extensibility via plugins and REST APIs;
- complete history and automatic notifications.
Redmine appeals to autonomous technical teams who want to customize their support system. Free, robust and adaptable, it requires a little set-up, but offers rare flexibility in managing requests.
Redmine
Sage CRM
Sage CRM offers a ticketing module integrated into its CRM, useful for SMEs that want to centralize their customer interactions and ensure rigorous follow-up of requests. It enables tickets to be created, assigned and tracked, while providing a complete view of each customer.
The tool combines easily with commercial data (sales, contracts), enabling tickets to be linked to the customer situation. It also integrates a knowledge base and self-service portal to improve support efficiency.
📌 Here's what Sage CRM offers to combine CRM and customer support:
- creation and follow-up of customer cases with attribution ;
- customer portal for independent consultation and follow-up;
- shared knowledge base ;
- complete history of interactions ;
- reporting and automated alerts;
- SLA tracking and resolution times.
Sage CRM is an effective solution for SMEs that want to streamline their ticket management while retaining a CRM view. We appreciate its simplicity, its integration with the Sage ecosystem, and its ability to improve customer relations over time.
Sage CRM
ServiceNow
ServiceNow is an IT ticket management (ITSM) tool designed for large companies who want to professionalize their support according to ITIL standards. It's a robust cloud solution for complex, multi-site environments.
The tool manages all types of tickets: incidents, requests, problems, changes. It automates processes, integrates a knowledge base, and offers a self-service portal to offload support teams.
📌 Here's what ServiceNow offers to industrialize support management:
- multi-channel incident and request management ;
- automation of workflows and SLAs;
- self-service portal and knowledge base;
- comprehensive performance reporting;
- integration with CMDB and other ITSM modules;
- AI tools for ticket pre-qualification and routing.
ServiceNow is a giant in the industry, designed for large organizations. We like its ability to manage complex workflows, standardize processes, and deliver a seamless experiencefor agents and end-users alike.
ServiceNow
Zendesk
Zendesk is one of the historic leaders in customer service-oriented ticket management. Known for its ease-of-use and elegant interface, it is widely adopted by SMBs and global enterprises looking for a comprehensive, scalable tool.
Zendesk's strength lies in its ecosystem of integrations, its rich marketplace, and its advanced automation, AI and analytics features. It's particularly well-suited to multi-channel customer services that want to professionalize their customer relations.
📌 Here's what Zendesk offers to manage customer requests efficiently:
- intuitive multi-channel ticket management interface ;
- automated workflows, macros and standard responses;
- customer portal and dynamic knowledge base ;
- customizable statistics and dashboards ;
- AI tools (Answer Bot, intelligent routing);
- application marketplace and various integrations.
Zendesk remains a safe bet for companies that want to structure their customer support without technical complexity. We appreciate its user experience, the power of its AI, and its ecosystem that adapts to almost any use case.
How to choose the right ticket management software?
Top 11 ticket management software comparison chart
| Tool | Main target | Key strengths | Starting price |
| Clarilog | SMEs, local authorities | IT centralization, ticket tracking, hardware management | On quotation |
| Crisp | Startups, SaaS, SMBs | Shared inbox, chatbot, co-browsing, knowledge base | Free plan |
| Freshdesk | SMB and large enterprises | Freddy AI, automation, omnichannel, self-service portal | Free plan |
| LiveAgent | Multi-channel customer support | Integrated telephony, chat, tickets, gamification | From €12.80/month |
| Microsoft Dynamics Customer Service | Large enterprises | Complex workflows, AI, Microsoft integration, predictive analytics | Free plan |
| monday service | Agile teams, SMBs | Intuitive interface, no-code automation, global integration | From €26/month |
| Organilog | Field service companies | Mobile first, interventions, contracts, photos/signatures | Free plan |
| Redmine | Technical teams | Multi-project, API, customization, plugins | From €6.90/month |
| Sage CRM | SMB | 360° customer view, portal, Sage integration, knowledge base | On quotation |
| ServiceNow | Large enterprises, CIOs | ITIL, advanced automation, portal, IA, CMDB | On request |
| Zendesk | VSE to enterprise | Clear UX, AI, integrations, community + rich app store | From €19/month |
Criteria to consider
Choosing the right ticket management tool is a bit like choosing a teammate: it has to be responsive, reliable, adaptable... and able to keep pace. To avoid ending up with a gas factory or a tool that's too limited, here are the 6 essential criteria to examine closely:
- multi-channel or not? The tool must be able to capture customer requests via email, chat, telephone, social networks... and centralize them in a single, clear management system.
- process automation: managing each service request manually is inefficient. A good system offers workflows, assignment rules, SLAs and even AI scenarios to reduce repetitive tasks.
- interface and handling : a good ticketing tool must be intuitive for both agents and users. Ergonomics have a direct impact on resolution time and customer satisfaction.
- Integration capacity : your future tool must integrate well with your CRM, messaging software, knowledge base, or business tools. The idea is to avoid information silos and streamline internal communication.
- analytical functionalities : without reporting, there can be no improvement. Make sure the system offers dashboards, processing time tracking and support performance indicators.
- scalability and cost : the tool must keep pace with the growth of your team and your ticket volume, without blowing your budget. Compare pricing models (per agent, per volume, per module) according to your real needs.
What are the benefits of a ticket management tool for your company?
Structured support, with no oversights or duplications
A good ticket management tool makes it possible to centralize all customer requests, whatever their channel of entry: email, chat, form, telephone... Each ticket is identified, time-stamped, assigned and tracked until it is resolved. This level of rigor prevents loss of information, omissions and duplication, and guarantees complete traceability. We know at all times what has been said, done or escalated. For the support teams, this means greater peace of mind; for the customer, it's a guarantee of reliability.
Improved agent productivity
When agents have a clear dashboard, well-classified tickets, response templates and direct access to historical data, they work better and faster. Automating repetitive tasks (routing, follow-up, reminders) frees up time for real problem-solving. Agents become :
- more autonomous,
- more efficient,
- and can handle more requests with the same energy.
A good tool also enables a better distribution of the workload between team members.
A direct improvement in customer satisfaction
A well-cared-for customer is a customer who stays. Thanks to a well-designed ticketing system :
- drastically reduce response times,
- offer consistent responses,
- and ensure continuous follow-up, even if the agent changes.
Some tools integrate post-resolution satisfaction surveys, while others offer self-service solutions via a knowledge base. The result: a smoother, more reassuring, more professional customer experience.
Smoother internal communication
When several agents, or even several departments, have to work together to resolve the same ticket, fluidity of communication becomes critical. Modern tools enable you to add internal notes, tag colleagues, assign or share tickets. Everything is logged, everything is visible, which avoids :
- misunderstandings,
- misplaced e-mails,
- or duplicate exchanges.
Support becomes a real team, not a succession of isolated interventions.
Better decision-making
Every ticket generates data: on request types, recurrences, lead times, satisfaction... By exploiting this data via dynamic reports, you get a clear view of your service performance. This enables you to identify bottlenecks, spot recurring problems, or right-size your teams. On a larger scale, this can transform a reactive service into a strategic support center, capable of anticipating needs.
How can you make the most of your ticketing tool?
Tip 1: Customize your ticketing workflows
By default, most ticketing tools offer a generic process: new, in progress, resolved. But every company has its own realities, its own types of requests, its own levels of urgency. That's why it's essential to customize statuses, fields and workflows to reflect your organization.
💡 You can, for example, create specific categories (technical bug, product issue, critical incident) or more granular statuses (customer pending, under investigation, escalated).
This customization not only enables you to better track the progress of tickets, but also to trigger targeted automations (notifications, escalations, reminders). This streamlines processes, avoids wasted time and reduces human error.
Tip 2: Make the most of your knowledge base
A well-structured knowledge base is one of the most powerful tools you can use to relieve support bottlenecks and improve autonomous resolution. Yet it is often under-utilized. Ideally, every ticket handled should be an opportunity to enrich your documentation, especially if the question or problem is a recurring one.
This database is not just for your customers. Your agents also need to be able to access it quickly, with efficient filters, clear articles and up-to-date content. Many tools even offer modules that automatically suggest articles based on the ticket content, or allow you to insert a response directly from the article.
Tip no. 3: Set up post-resolution satisfaction surveys
If you don't measure the quality perceived by your customers after a ticket has been resolved, you're missing out on an essential indicator. Modern tools all offer integrated satisfaction surveys (CSATs). These mini-surveys are sent out automatically, enabling you to collect on-the-spot feedback that can be used on an ongoing basis.
But there's more to it than just collecting a score. It's all about analyzing verbatims, spotting trends and, above all, taking action. A drop in satisfaction may indicate a problem of tone, an overly automated response or a lack of personalization. By cross-referencing notes with agents, channels or types of request, you'll obtain concrete levers for improvement.
Tip 4: Use dashboards to manage your team
A ticketing tool isn't just about resolving tickets: it's also a management tool. By analyzing your data, you can :
- anticipate peaks in activity,
- detect slowdowns,
- and balance workloads between agents.
Dashboards also enable you to track performance over time: average response time, first resolution rate, backlog, satisfaction, etc.
This monitoring should not be seen as a form of monitoring, but rather as an alignment tool. Shared with the team, it becomes a common compass, useful for identifying sticking points, rewarding efforts, and adjusting processes collectively.
Tip n°5: Train your agents regularly in the proper use of the tool
Ticket management tools evolve rapidly: new functions, new interfaces, new integrations. That's why it's essential to offer regular training to your support teams.
This doesn't necessarily mean long, formal sessions. Short, interactive formats, based on concrete cases or internal feedback, are often more effective. It's also a good way of bringing irritants to the surface, adjusting practices and developing processes collectively.
So, which ticket management tool is right for you?
We're not going to lie to you: there's no such thing as a one-size-fits-all solution. The right ticket management tool is the one that fits your organization, your volume of requests, your channels, your teams, and your objectives. The key is to find the platform that will make your life easier.
Are you a start-up or digital SME looking to centralize chat, email and social networks?
👉 Solutions like Crisp or Freshdesk are perfectly suited, with a quick learning curve, integrated AI and a multi-channel approach.
Do you manage technical support or an in-house IT department?
👉 Look no further than Clarilog, ServiceNow or Microsoft Dynamics 365 CRM, which offer advanced ITSM functionality, customized workflows and asset management modules.
Do you have field teams (maintenance, technicians)?
Organilog is just the thing for you: mobile application, tickets linked to interventions, real-time tracking.
Looking for a CRM with a strong ticketing component?
Sage CRM or Microsoft Dynamics will enable you to link requests and customer history in a broader relational logic.
Are you a company with very specific needs and in-house technical skills?
👉 Redmine is an open source alternative to be seriously considered, provided you're comfortable with customization.
Are you looking for a reliable, comprehensive, proven tool with a good balance between functionality and ergonomics?
👉 Zendesk remains a safe bet, especially if you need international scalability.
The right reflex: before committing yourself, test the solutions, involve your agents, and prioritize your real needs in the field. The best tool is the one your teams will want to use every day.
Article translated from French