Sobat JBers, if you’re looking for the best solutions to manage IT tickets, automate workflows, and speed up response times, this article is perfect for you. We all know that handling tickets and maintaining workflow efficiency in small businesses can be quite challenging. That’s why we need the best ticketing system for small business that not only simplifies the IT team’s work but also fits within the budget. Let’s dive into four options that can help your IT team become more productive!
1. Freshservice
Freshservice by Freshworks is an IT ticket management software that features a central inbox, reporting dashboards, and SLA management. Additionally, Freshservice offers ITSM tools such as network monitoring, asset management, and project management to handle behind-the-scenes IT operations.
Freshservice comes with four different packages that can be tailored to your team’s needs or budget. However, even the basic package starts at $19 per agent per month, making it slightly more expensive compared to other alternatives.
According to reviews, Freshservice’s interface is user-friendly and clean. However, the initial setup process is quite complex and requires time to get used to, which could be challenging for smaller teams.
Note: Besides Freshservice, Freshworks also offers a more general help desk solution called Freshdesk. Freshdesk includes ticket and team management features (such as team inbox, collision detection, and canned responses) that could be useful for small IT teams. This can also be an attractive option if you’re looking for the best ticketing system for small business.
2. HappyFox
HappyFox is customer service software available in both on-premise and SaaS versions. With HappyFox, agents can provide IT support through various channels like email, phone, live chat, and social media widgets. Additionally, HappyFox enables you to create a knowledge base, automate repetitive tasks, and respond to tickets quickly using canned actions.
Users praise HappyFox for its simple and intuitive interface, making it ideal for small teams that want to get started without extensive training.
3. Jira Service Management
Jira Service Management is a cloud-based help desk service for small businesses that require multi-channel support (such as chat, phone, and social). Its main features include ticket management, agent queues, and self-service portals, along with additional functionalities like problem management, asset management, and incident management.
The advantages of Jira highlighted in reviews include an easy-to-use knowledge base, practical templates, and an intuitive reporting dashboard. However, some users find the system somewhat difficult to navigate and requiring specialised training from Jira’s support team to fully utilise it.
Small teams can take advantage of Jira’s free plan, which supports up to three agents. Beyond that, there are several paid packages with more advanced features, though the pricing might not be the most budget-friendly for smaller teams. For more complex needs, Jira remains a viable option as one of the best ticketing systems for small business.
4. ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus (by Zoho) is an IT help desk solution available for both on-premise and cloud users. This software offers a variety of ticket management and ITSM features, as well as multiple packages to accommodate small and large teams.
Key features of ManageEngine include a central inbox, agent queues, automation rules, SLA management, an AI chatbot named Zia (which can be trained to answer basic queries), asset management, problem management, and release management. Its scalable options make ManageEngine suitable for small teams planning to grow or teams seeking comprehensive features to handle complete IT processes.
Users appreciate ManageEngine’s extensive feature set, but some feel that the software can be overly complex to learn. Moreover, its ITSM features are based on ITIL principles, so teams unfamiliar with ITIL may experience a longer adjustment period.
Note: Small businesses can also consider Zoho Desk, a customer support software by Zoho that is less complex than ManageEngine. Nevertheless, Zoho Desk still offers chatbots, integrations, and time-tracking features that are useful for managing IT requests.
Conclusion
These are four IT help desk solutions to consider for strengthening your small team. If you find this article helpful, don’t forget to share it on your social media! Who knows, your friends might also be searching for the best ticketing system for small business. Best of luck, JBers!