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 for centralising, prioritising and resolving each customer request efficiently.
But how do you choose between management software, ticketing tools, all-in-one platforms and more specialised systems? Each solution promises better organisation, 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 features that are really useful for support teams and our critical look at integrations, performance, and return on investment.
👉 Whether you manage a small team or a global support centre, 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 full resolution. It plays a key role in customer service, helping teams to manage enquiries efficiently, whether they arrive by email, chat, phone or form.
Here's how it usually works:
- Step 1 - create a ticket: each 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 - allocate 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.
- Stage 3 - monitoring and prioritisation : tickets are classified and prioritised: urgent, critical, simple requests for information, etc. This enables resources and time to be managed optimally.
- Stage 4 - centralised communication : all exchanges (emails, messages, internal comments) are grouped together in a single interface, to avoid loss of information and improve collaboration.
- Stage 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.
- Stage 6 - analysis and reporting : modern ticket management tools incorporate dashboards: average resolution time, volume of requests, agent performance, etc. All you need to manage your support system in real time.
Summary table of our top 11 ticket management software products
1 of 11
 Freshdesk |  monday service |  ClariLog |  Crisp |  LiveAgent |  Microsoft Dynamics 365 |  Organilog |  Redmine |  Sage CRM |  ServiceNow |  Zendesk |
|---|---|---|---|---|---|---|---|---|---|---|
| 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 | For all companies |
| See software | 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 | Learn more about Zendesk |
Our comparative analysis of the 11 best ticket management tools
Clarilog
Clarilog is a French IT management software package (ITAM & ITSM), offering a robust ticket management module for technical and IT departments. Designed for SMEs, ETIs and local authorities, it centralises support requests, tracks their resolution and facilitates communication between agents and users.
Clarilog is aimed primarily at in-house IT teams or general departments that 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 accurate technical follow-up:
- personalised support request portal for internal users ;
- automatic ticket creation by email or form;
- tracking of tickets by status, priority, resolution time, etc;
- complete history of interventions and exchanges;
- link with IT assets (hardware, software, licences, etc.);
- detailed reporting on requests, incidents, timescales, agents, etc.
Clarilog stands out for its comprehensive approach to IT management, which is not limited to simple ticketing. We appreciate the centralisation of data, the traceability of interventions, and the advanced features for managing technical support. It's a solid solution for organisations that want to professionalise 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 enables exchanges to be centralised and part of the processing of customer requests to be automated. Modern and visual, it is aimed primarily at start-ups, SMEs and SaaS publishers looking for a simple but effective tool for managing interactions.
One of Crisp's great strengths 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 optimise multi-channel customer support:
- shared inbox to centralise messages from all channels ;
- real-time chat with automatic triggers and visitor tracking;
- ticket creation from emails or unresolved messages;
- assignment and collaboration between agents 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 businesses that want to simplify the management of customer requests without breaking the bank. We love its all-in-one approach, the fluidity of the interface, and the ability to integrate 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 getting bogged down in the complexity of enterprise solutions.
What sets Freshdesk apart is its ability to unify all customer conversations (email, telephone, chat, social networks, messaging apps) in a single view. Add to that on-board AI (Freddy AI) capable of automating repetitive tasks and guiding agents through more complex tickets, and you've got 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 built-in automations, SLAs and reporting;
- omnichannel support: centralisation 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;
- customisable and scalable workflows, without technical complexity;
- dashboards to monitor performance and team workload.
Freshdesk ticks all the boxes to get you up and running quickly and efficiently. We love its ultra-short learning curve, clear interface and transparent value for money. It's ideal for growing organisations that want to scale up without the need for consultants or gas plants.
Freshdesk
LiveAgent
LiveAgent is a comprehensive ticket management and multi-channel communications solution designed for support teams who have to juggle multiple channels and high volumes of requests. It is equally suited to SMEs and service centres looking for a responsive, centralised 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 where it comes from. 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 prioritisation ;
- 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 rich functionality, 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 enables customer requests to be centralised and large-scale support processes to be automated.
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;
- personalised SLAs and escalation ;
- customer portal and knowledge base;
- detailed reporting and real-time dashboards;
- AI suggestions for rapid request resolution.
Dynamics is a powerful tool, designed for demanding environments. We appreciate its functional depth, its ability to manage 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 into monday.com, renowned for its visual workflows and quick learning curve. It is aimed at agile teams, whether IT or not, who want to manage internal or external requests using a simple yet powerful system.
Its table-based interface makes it easy to track requests, with personalised statuses, no-code automation 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 has to offer 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;
- history of exchanges 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, incorporating ticketing, scheduling and service 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 jobs and customers, while enabling real-time monitoring on a mobile phone. It also centralises documents, signatures and histories to ensure complete traceability.
📌 Here's what Organilog has to offer for managing tickets in the field:
- creation of incident tickets on mobile or web ;
- scheduling of interventions with notifications ;
- customer tracking and service history;
- management of contracts and related documents;
- mobile application dedicated to technicians ;
- service reports with signature and photos.
Organilog stands out for its ability to adapt to field operations. 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 customisable ticketing system. Very popular with technical teams, it offers a modular approach, ideal for managing internal workflows at lower cost.
Redmine lets you track tickets (issues), assign roles, collaborate on projects and generate reports. Its main advantage: the freedom to customise, 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 allocation and permissions ;
- dashboards and Gantt charts;
- tracking of time spent per task or ticket ;
- extensibility via plugins and REST APIs;
- full history and automatic notifications.
Redmine appeals to autonomous technical teams who want to customise 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 centralise their customer interactions and ensure rigorous tracking of requests. It enables tickets to be created, allocated and tracked, while providing a complete view of each customer.
The tool is easily combined with commercial data (sales, contracts), enabling tickets to be linked to the customer situation. It also incorporates 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 tracking of customer cases with attribution ;
- customer portal for independent consultation and follow-up;
- shared knowledge base ;
- complete history of interactions ;
- reporting and automated alerts;
- monitoring of SLAs 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 that want to professionalise their support in line with ITIL standards. It's a robust cloud-based solution for complex, multi-site environments.
The tool manages all types of tickets: incidents, requests, problems and changes. It automates processes, integrates a knowledge base, and offers a self-service portal to relieve support teams.
📌 Here's what ServiceNow offers to industrialise support management:
- multi-channel management of incidents and requests ;
- 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 sector, designed for large organisations. We love its ability to manage complex workflows, standardise 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. Renowned for its ease of use and elegant interface, it is widely adopted by small businesses, SMEs and international companies 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 departments that want to professionalise their customer relations.
📌 Here's what Zendesk offers to manage customer requests effectively:
- intuitive multi-channel ticket management interface ;
- automated workflows, macros and standard responses;
- customer portal and dynamic knowledge base ;
- customisable statistics and dashboards ;
- AI tools (Answer Bot, intelligent routing);
- a marketplace of applications 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.
Zendesk
How do you choose the right software for your ticket management?
Top 11 ticket management software comparison table
| Tool | Main target | Key strengths | Starting price |
| Clarilog | SMEs, local authorities | IT centralisation, ticket tracking, hardware management | On quotation |
| Crisp | Startups, SaaS, SMEs | Shared inbox, chatbot, co-browsing, knowledge base | Free plan |
| Freshdesk | SMEs 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, SMEs | 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, customisation, plugins | From €6.90/month |
| Sage CRM | SME | 360° customer view, portal, Sage integration, knowledge base | On quotation |
| ServiceNow | Large enterprises, IT departments | ITIL, advanced automation, portal, IA, CMDB | On quotation |
| 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 team-mate: it needs to be responsive, reliable, adaptable... and capable of keeping pace. To avoid ending up with a gas factory or a tool that's too limited, here are the 6 essential criteria to look at closely:
- multi-channel or not? The tool must be able to capture customer requests via email, chat, telephone, social networks, etc. and centralise 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 monitoring and support performance indicators.
- Scalability and cost : the tool needs to keep pace with the growth of your team and your ticket volume without blowing your budget. Compare the 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, without forgetting or duplicating work
A good ticket management tool enables you to centralise all customer requests, regardless of the channel through which they are received: email, chat, form, telephone, etc. Each ticket is identified, time-stamped, assigned and tracked until it is resolved. This level of rigour prevents information from being lost, forgotten or duplicated, 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 an agent has 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 actual 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 customer who is well looked after is a customer who stays. Thanks to a well-designed ticketing system :
- you drastically reduce response times,
- you 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 and more professional customer experience.
Smoother internal communication
When several agents, or even several departments, have to work together to resolve the same ticket, smooth communication becomes critical. Modern tools allow you to add internal notes, tag colleagues and assign or share tickets. Everything is logged, everything is visible, which avoids :
- misunderstandings
- misplaced emails
- or duplicate exchanges.
Support becomes a real team, not a succession of isolated interventions.
Better decision-making
Each ticket generates data: on the types of requests, recurrences, timescales, satisfaction, etc. By exploiting this data via dynamic reports, you get a clear view of your service's performance. This enables you to identify bottlenecks, pinpoint recurring problems and right-size your teams. On a large scale, this can transform a reactive service into a strategic support centre, capable of anticipating needs.
How can you get the most out of your ticketing tool?
Tip 1: Customise your ticket 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 request and its own levels of urgency. That's why it's essential to customise statuses, fields and workflows to reflect your organisation.
💡 You can, for example, create specific categories (technical bug, product issue, critical incident) or more granular statuses (customer pending, under investigation, escalated).
This customisation not only allows you to better monitor the progress of tickets, but also to trigger targeted automation (notifications, escalations, reminders). This makes for smoother processes, avoids wasting 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 for relieving support bottlenecks and improving autonomous resolution. However, it is often under-exploited. 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 effective filters, clear articles and up-to-date content. Many tools even offer modules that automatically suggest articles based on the content of the ticket, or that allow you to insert a response directly from the article.
Tip no. 3: Set up satisfaction surveys after the issue has been resolved
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, which are sent out automatically, allow you to collect feedback on the spot, which can be used on an ongoing basis.
But the challenge is not just to collect a score. We need to analyse the feedback, identify trends and, above all, take action. A drop in satisfaction may indicate a problem with tone, an over-automated response or a lack of personalisation. By cross-referencing the scores with the agents, channels or types of request, you can identify concrete levers for improvement.
Tip no. 4: Use dashboards to manage your team
A ticketing tool isn't just about resolving tickets: it's also a management tool. By analysing your data, you can :
- anticipate peaks in activity
- detect slowdowns
- and balance workloads between agents.
Dashboards can also be used to track changes in performance over time: average response time, first resolution rate, backlog, satisfaction, and so on.
This monitoring should not be seen as monitoring, but 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 no. 5: Train your agents regularly in the correct use of the tool
Ticket management tools evolve quickly: 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 real-life cases or internal feedback, are often more effective. It's also a good way of highlighting irritants, adjusting practices and developing processes collectively.
So, which ticket management tool is right for you?
We're not going to lie to you: there is no one-size-fits-all solution. The right ticket management tool is the one that fits your organisation, 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 a digital SME that wants to centralise 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, customised workflows and asset management modules.
Do you have field teams (maintenance, technicians)?
Then Organilog is just the thing for you: mobile application, tickets linked to interventions, real-time monitoring.
Are you looking for a CRM with a solid 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 customisation.
Are you looking for a reliable, comprehensive, tried-and-tested 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 prioritise your real needs on the ground. The best tool is the one your teams will want to use every day.
Article translated from French