9 Best AI Ticketing Tools
Last updated: 6 days ago
Alex Damian
AI ticketing tools are part of helpdesk software that use artificial intelligence to manage inbound customer support tickets.They can understand, respond, tag, and route tickets to the correct agent or team, and even file tickets by setting a priority or updating custom fields.
This automation significantly reduces the time taken to resolve tickets, leading to improved customer satisfaction
Our Top 3 Picks For Best AI Ticketing Tools
Editor's Choice
LiveAgent
LiveAgent offers a comprehensive AI ticketing system that automatically tracks and converts all customer issues into tickets for better organization and management.
Main Features
- AI Ticketing system
- Automation tools
- Live chat
- Call center
2nd Best Choice
Tidio
Tidio comes with AI ticketing features that can capture emails and customer chats and convert them into prioritized tickets automatically
Main Features
- AI Ticketing System
- Customer Intent Detection
- Live Chat
- Chatbots
3rd Best Choice
Zoho Desk
Zoho Desk is a help desk software with features like automation, conversational AI, customization, and integration to deliver great customer service
Main Features
- AI Ticketing
- Sentiment analysis
- Anomaly detection
- Omnichannel Communication
Table of Contents
How can AI ticketing tools help your business?
Customer Service Representatives recognize the need to swiftly resolve customer issues for high satisfaction. Juggling a high volume of support tickets is tough, with much time spent on repetitive tasks such as manually categorizing requests, researching, and drafting responses.
Imagine if AI ticketing tools automated parts of this process, handling more volume. Smart algorithms could analyze inquiries, route them efficiently, suggest knowledge-base articles for quick problem-solving, and even draft responses for basic queries.
With an effective AI ticketing assistant, managing 20-30% more volume becomes feasible, leading to more satisfied customers and reduced burnout. These tools, learning from millions of past interactions, grow more precise and useful. Some companies report 50% faster resolution times with AI ticketing.
Streamlining tasks frees up time for complex issues needing human judgment. Focusing on customer-centric problem-solving rather than ticket churn is a real advantage of integrating AI. This approach is truly beneficial for both customers and representatives.
Liveagent
LiveAgent
LiveAgent is a comprehensive help desk software that provides a robust AI ticketing system. Besides this, it has other features like live chat, phone calls, video calls, and a knowledge base, all designed to enhance customer experiences.
Recognized for its fast implementation and cost-effectiveness, LiveAgent is a valuable asset for businesses aiming to deliver personalized customer service across multiple channels
Key Features
- Ticket Management: LiveAgent offers robust AI ticketing capabilities, including ticket routing, tagging, and prioritization. This helps ensure that customer queries are efficiently handled and resolved.
- Automation: LiveAgent includes AI-powered ticket automation features that can streamline various customer service tasks, such as sending predefined responses to common queries (canned responses) and automatically routing tickets to the appropriate agents or teams.
- Knowledge Base: It allows businesses to create and manage an online knowledge base, providing customers with self-service options and reducing the load on customer service teams.
- Omnichannel Support: Provides a unified platform for managing customer interactions across multiple channels, including email, live chat, phone calls, and social media.
- Pros
- Affordable and cost-effective solutions, making it a great choice for businesses of all sizes
- Comprehensive Features including a universal inbox, built-in call center, and a customer service portal
- Cons
- Learning Curve: While the platform is generally intuitive, it may take time and effort to learn how to use some of the more advanced functions
Who is it for?
LiveAgent is a versatile AI ticketing and customer service software that is used by businesses of all sizes across various industries.
The platform is particularly popular with e-commerce businesses, especially at the small and midsize level. Notable companies such as Huawei, BMW, Yamaha, and O2 also use LiveAgent.
The software is adaptable to the needs of different business models and can fulfill the requirements of several industry spheres.
LiveAgent is also beneficial for startups, offering features that can help improve response times, provide more communication options to sales teams, and support business growth.
In addition, businesses in the travel and tours industry, as well as banking businesses, can greatly benefit from LiveAgent’s live chat feature.
Tidio
Tidio
Tidio offers AI ticketing to efficiently manage customer support requests at scale.
Its automated system captures emails and turns them into tickets with priorities and tags for the organization. Powerful algorithms then assign tickets to the right agents based on workload and expertise to resolve issues quickly.
Tidio leverages machine learning to solve a significant portion of inquiries outright using canned responses. This reduces response times and frees up agents to handle more complex problems.
Key Features
- AI Ticketing System: Turns emails into support tickets for organizing and prioritizing requests.
- Live Chat: Real-time chat between customers and agents to resolve issues quickly.
- Chatbots: AI-powered chatbot that can automatically respond to common customer queries.
- Customer Intent Detection: Identifies visitor intent to offer proactive assistance.
- Canned Responses: Library of pre-written replies to common inquiries.
- Pros
- Effective Lead Handling: Tidio.com makes it easier to get and handle leads, which is crucial for any business looking to grow
- Unified Communication Channels: Allows you to manage interactions through live chat, messenger, and emails on a single page
- Cons
- Limited Branding Options: If you're using the live chat on multiple websites, Tidio.com doesn't allow for unique branding on the live chat for each site
Who is it for?
Tidio targets small and midsize businesses in particular, though companies of any size can use it. The majority of its customer base is comprised of companies with less than 50 employees.
Tidio is popular among companies in marketing, digital marketing, SEO, and ecommerce industries. It’s also used by manufacturing, aerospace, healthcare, and other verticals.
It’s designed for companies wanting to boost customer service, increase leads and sales, integrate communication channels, and leverage AI and automation.
It aims to provide an affordable customer service solution compared to alternatives with more advanced functionality targeting larger enterprises.
Zoho Desk
Zoho Desk
Zia is Zoho Desk’s AI-powered virtual assistant designed to make customer support teams more efficient and effective.
Zia helps by processing incoming tickets, suggesting appropriate tags and solutions, drafting responses, identifying anomalies in ticket trends, analyzing sentiment behind tickets, and more.
Zia brings these predictions into a single dashboard so managers can monitor performance and make informed decisions. With skills that can be customized, Zia learns the unique needs of each business over time.
Key Features
- AI Ticketing: Zoho Desk's AI, Zia, processes incoming tickets, assigns them appropriate tags, and even drafts responses based on the content of the ticket and the best match from your Knowledge Base. Zia also identifies anomalies in your team's performance and warns you about sudden surges in incoming tickets.
- Omnichannel Communication: Zoho Desk collects support tickets from different channels and organizes them in a single interface, enabling agents to stay organized and reply faster
- Custom Functions: Zoho Desk allows you to use custom code to update details in other software based on updates in your tickets.
- Time Tracking: Zoho Desk enables you to keep track of time spent on every ticket and task.
- Pros
- Sentiment analysis to understand customer emotions
- Anomaly detection to identify ticket trends
- Better resource allocation and priority management
- Cons
- Can be complex for beginners
- Training time needed for agents to leverage AI
Who is it for?
Zoho Desk is designed for customer support managers looking to provide excellent service and build stronger customer relationships.
Its features like AI ticketing, omnichannel support, and advanced automation help teams handle high volumes of tickets more efficiently. Zoho Desk integrates easily with other systems and its mobile apps facilitate remote work.
While startups may find pricing prohibitive initially, the platform scales to support over 100,000 businesses worldwide across industries like CRM, SaaS, and software.
Ultimately, Zoho Desk targets any customer service team aiming to boost productivity, response times, and satisfaction through contextual recommendations and customizable workflows.
ServiceDesk Plus
ServiceDesk Plus
ServiceDesk Plus offers robust AI ticketing features to streamline IT service management. Its user-friendly interface facilitates ticket creation across multiple channels like email, portal, mobile apps.
With advanced capabilities like SLA tracking, automation, and analytics, ServiceDesk Plus empowers faster ticket resolution while providing insights to boost agent productivity.
Trusted by over 100,000 organizations, it aligns ticketing workflows with ITIL best practices for efficient IT service delivery
Key Features
- Intelligent ticket routing: Routes tickets to the right technician based on keywords, categories, and previous assignments
- Automated ticket classification: Uses natural language processing to tag and categorize tickets
- Automated ticket creation from emails: Converts emails into tickets without manual intervention
- Virtual agent assistance: Guides end users while raising tickets to capture all relevant details
- Pros
- Predictive analytics: Identifies trends to forecast ticket volumes and optimize support automation
- Sentiment analysis: Detects customer sentiment from conversations to improve service quality
- Cons
- Integration with complex IT ecosystems can be challenging
Who is it for?
ServiceDesk Plus is an IT service management solution suitable for organizations of all sizes looking to optimize their IT support and operations
The solution scales from small businesses to large enterprises with over 100,000 employees.
It has over 100,000 customers globally, with the majority based in the US, followed by the UK and Australia. Industry wise, ServiceDesk Plus is most commonly used in the technology, engineering, and managed services sectors which have significant IT infrastructure and support needs
Atera
Atera
Atera is a IT management platform that brings together a range of tools to help IT teams work more efficiently. It combines remote monitoring and management (RMM), IT automations, patch management, and groundbreaking AI ticketing capabilities into one intuitive interface. It’s AI-powered ticketing system is a standout feature, analyzing tickets and suggesting solutions to resolve issues faster.
Atera’s platform is designed to multiply the brainpower of IT teams and offers a cost-efficient pricing model, starting at $99 per technician per month, with unlimited devices.
Key Features
- AI Ticketing: Uses artificial intelligence to analyze tickets and suggest solutions, improving efficiency and response times
- Remote Monitoring and Management (RMM): Provides real-time monitoring and alerts, IT automation, patch management, and advanced remote maintenance
- Professional Services Automation (PSA): Streamlines and automates service management processes
- Network Discovery: Identifies all devices connected to a network, providing a comprehensive view of the IT environment
- Pros
- Affordable Pricing: Atera's cost-efficient pricing model makes it accessible for small to medium-sized businesses
- All-in-One Platform: Atera combines multiple critical capabilities into one platform, saving time and effort
- Cons
- Patch Management: Some users have found the patch management feature to be a bit clunky
Who is it for?
Atera is designed for IT teams, Managed Service Providers, and IT support companies looking for an all-in-one solution to manage their IT operations.
The platform is particularly beneficial for small to medium-sized businesses due to its cost-efficient pricing model.
Atera’s comprehensive suite of tools, including Remote Monitoring and Management (RMM), Professional Services Automation (PSA), AI-powered ticketing, and patch management, makes it a go-to choice for businesses aiming to streamline their IT processes.
The platform’s ability to integrate with third-party services and its user-friendly interface further enhances its appeal to its target audience.
FreshDesk
FreshDesk
FreshDesk is a cloud-based customer service software that uses artificial intelligence to improve ticket handling. Its AI assistant Freddy can automatically summarize ticket conversations to keep agents informed.
Freddy also suggests responses to common queries, helping support agents resolve more tickets faster. Additionally, Freddy auto-classifies incoming tickets based on historical data, ensuring they get assigned to the right agents and groups.
These AI capabilities boost team productivity and customer satisfaction.
Key Features
- AI ticketing: FreshDesk provides a robust ticketing system that allows for efficient tracking and management of customer issues
- Automations: FreshDesk offers automation features that can streamline repetitive tasks and improve efficiency
- Self-Service: It includes a self-service portal where customers can find answers to common questions, reducing the load on your support team
- Pros
- Ease of Use: FreshDesk is known for its user-friendly interface, making it easy for both agents and customers to use
- Integration: FreshDesk integrates well with various third-party apps, making it a versatile tool for businesses
- Cons
- Complex Automation Setup: Some users have found the setup for automation rules to be complex and difficult to configure
Who is it for?
Freshdesk is a cloud-based customer support software designed for businesses of all sizes across various industries, from startups to large enterprises.
With over 60,000 customers globally, it aims to provide an efficient way for companies to communicate with customers across multiple channels and analyze their support quality.
Specifically, Freshdesk targets small and medium businesses looking for cost-effective, easy-to-use software to set up helpdesks, knowledge bases, and self-service portals to improve customer satisfaction.
While predominantly used by companies in marketing, technology, and digital marketing, Freshdesk can benefit any organization wanting to enhance omnichannel customer experiences.
Gorgias
Gorgias
Gorgias is an AI customer service platform built specifically for ecommerce companies.
It integrates directly with platforms like Shopify to centralize customer conversations and data. Gorgias leverages AI to automatically tag, route, and even respond to customer support tickets. For example, it can detect the contact reason like a shipping question or return request. It can then trigger relevant ticket automations to resolve common issues instantly.
The AI learns from historical tickets and agent feedback to keep improving over time. This enables online retailers to scale support without endless headcount growth.
Key Features
- Automation: Gorgias offers an add-on package that focuses on automation, including features like autoresponders, article recommendations, and the ability to create custom flows to automatically handle customer-facing interactions
- Integration with E-commerce Platforms: Gorgias integrates with major e-commerce platforms like Shopify, Magento, and BigCommerce, making it a great tool for online stores.
- Omnichannel Support: Gorgias provides support across multiple channels including email, live chat, social media (Facebook and Instagram), and WhatsApp.
- AI Engine for Social Media Sentiment Analysis: Gorgias can do social media sentiment analysis, scanning the web for either negative or positive customer comments about your product.
- Pros
- Extensive App Integrations: Gorgias boasts a suite of over 100 app integrations, covering every facet of your store's tech stack like CRMs, loyalty tools, ERPs, and more
- Inventory Management: Gorgias offers inventory management features, which can be crucial for e-commerce businesses
- Cons
- Limited Reporting Features: Gorgias' reporting features are limited to canned reports, which may not meet the needs of all businesses
Who is it for?
Gorgias.com is a perfect fit for independent e-commerce brands that want to centralize customer interactions and automate responses to repetitive questions.
Gorgias serves over 12,000 merchants, including renowned brands, and is particularly beneficial for growing teams.
The platform integrates with major e-commerce platforms like Shopify, Magento, and BigCommerce, and offers features such as automated responses, omnichannel support, and customer order portals.
Key Features to Look for in AI Ticketing Tools
When selecting an AI ticketing software for your business, consider the features and capabilities it offers to ensure you get maximum value from the investment. From Natural Language Processing (NLP) to intelligent automation workflows, each component of the platform can have a great impact on customer service operations.
Natural Language Processing (NLP) capabilities
NLP is a powerful technology used in automated ticketing systems tools to improve customer support processes and enable quick, efficient responses. NLP algorithms can read, interpret, and understand natural human language to help automate responses to customer inquiries or more general FAQs.
On top of that, NLP can interpret customer sentiment behind the message which helps inform personalization based on individual customers’ needs. For instance, when an agent creates an automated response using NLP, the system can select from several pre-defined options depending on the customer‘s query such as whether it includes words like ‘urgent’ or ‘help’.
This reduces response time while also improving accuracy and providing tailored experiences for each customer interaction. By incorporating these capabilities into AI ticketing tools businesses are able to streamline their entire process of handling service requests with increased efficiency and effectiveness than traditional systems – elevating your business’s overall level of service delivery.
Automation of repetitive tasks and workflows
AI ticketing tools can automate and streamline a range of support operations, such as ticket categorization, routing, prioritization, assignment or resolution. Automation platforms enable help desk teams to handle customer inquiries more quickly and accurately by optimizing tedious processes that take time and require manual labor.
AI-powered self-learning automation software also allows agents to identify patterns in incoming tickets so they are automatically routed to the right team member while malicious activities are blocked.
This helps reduce response times while improving customer experience with personalized care. Furthermore, automated systems support scalability of customer service operations – from an individual agent’s productivity all the way up to managing high volumes of tickets seamlessly without any risk of data loss or error due to human fatigue or lack of skill level expertise among agents when dealing complex inquiries.
Omnichannel support integration
Omnichannel support integration is a key feature to look for in AI ticketing tools, enabling businesses to take a truly unified and seamless approach to their customer service. This technology helps ensure that customers receive integrated and automated communication across different channels such as text message, email, social media handles, etc., so they can have the same engaging experience while interacting with your brand.
Through this integration, customers are able to contact you on any platform and be attended to quickly and efficiently without having to leave their preferred mode of communication.
With omnichannel support integration in an AI ticketing platform, businesses are assured of more efficiency as it revolutionizes interaction between agents and customers systematically.– Allowing agents resolve tickets within minutes makes them well-equipped for major surges in customer inquiries due to viral bursts or peak season shops.
Additionally ,it consolidates multiple customer conversations giving agents increased visibility into individual issues as opposed traditional ticketing systems may result lead agents missing out on crucial information related potential high value prospects or long-term customers without being aware about the same.
Advanced reporting and analytics
Advanced reporting and analytics are indispensable to providing a great customer service experience. AI ticketing processes enable businesses to get insights into useful customer data like purchase history, sentiment analysis, time spent on tickets, trends in conversations and more.
This information can be used to identify weaknesses preventing customers from getting satisfactory support. Advanced reporting helps understand where the areas of improvement lie in order to optimize operations for smoother performance in customer service processes.
These reports reveal valuable strategies that allow companies to make informed decisions about the best way forward for their support teams and business as a whole. With advanced reporting capabilities further enabled by AI technology such as natural language processing (NLP), businesses can gain vital actionable insights without needing an extensive amount of manual labor or complex analysis software – allowing better decision making that will benefit both customers and employees alike!
