Ticketing software and helpdesk software are often used interchangeably. However, there are strong differences between the two. Ticketing software focuses on shelter, handling and solving individual ticket problems.
The best help desk software, on the other hand, is more extensive and focuses on solving customer requests and problems through multiple channels such as tickets, E -mail, chatbots and knowledge bases.
In short, ticketing software is just a subset of the entire solution for the management of help deck. Keep reading to learn more about the difference between this software for customer experience.
What is ticketing software?
As the name suggests, Ticketing software focuses on solving problems via tickets, which can be called by customers on the website of the company or by the internal team for solving system issues.
Ticketing software pros
✅ Best for internal problem resolutions
✅ More affordable than Helpdesk software
✅ Simple and easy to use
✅Auto ticket tagging and assignment
Ticketing software Cons
❌NO Multi-Channel Support
❌NO Self-Service Portal or Knowledge Base
Immediately from the bat it is easy to see that ticketing software is fairly limited in scope and focuses entirely on solving ticket-based issues. The entire communication only takes place via the ‘increased ticket’ – the customer lifts a ticket and then it is assigned to an agent who solves the search and closes the ticket. Multiple communication channels such as live chat, call or e -mail are rarely used.
When a ticket is increased, it can be tagged on the basis of the type of problem or its priority. Internal teams often have pre -defined rules for the allocation of these tickets based on these statistics.
What is Helpdesk software?
Helpdesk software is a more extensive tool, since it contains ticket functions. It goes beyond the limitations of ticketing software to offer an all-round support mechanism for the customer.
Helpdesk software often integrates multiple communication channels, such as LiveChat, E -mail, calls or interactions on social media. For example, if you e-mail a company about a problem, Help Desk software will submit it as a new ticket and you will receive all follow-up reports on the e-mail.
Helpdesk software pros
✅ Focus entirely on customer satisfaction
✅ Advanced Workflow Automations
✅ Detail -reports and dashboards
✅ Offers different integrations from third parties
Self-service functions
Helpdesk software disadvantages
❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌ ❌
❌ Not ideal for small teams
Similarly, you can submit an online form on the website of the company, which is re -converted into a ticket for better handling.
Because the focus of a help desk is wider, it includes the integration of an SSP or knowledge base, where customers can find answers to frequently asked questions. This can include self -help articles and videos and guides for problem solving.
Some companies also maintain a separate community portal where users can create and discuss new topics with regard to the product.
Moreover, all communication with a certain customer is stored in a central location, so that agents can refer to it when necessary. This creates a database for every customer who has contacted the service team.
Differences between ticketing and help desk software
Domain
Although both software focuses on problem resolutions, their scope varies greatly. Ticketing software is usually used for internal problems and questions. For example, your marketing department can increase a ticket to resolve certain PC functions, which is then assigned to the internal IT team.
It is true that external customers can also increase tickets of your website, but the share is usually less. Helpdesk software, on the other hand, focuses primarily on customer questions and customer satisfaction.
Automation
Automation on Helpdesk software are more extensive compared to ticketing software. Ticketing software can, for example, be automated with basic rules for ticket assignments based on ticketing type and urgency, simple changes in ticket status and E mail notifications.
For comparison: Helpdesk software can be automated with multi-channel triggers, SLA timers, rules-based escalations and conditional logic.
Analytics and reporting
Due to the limited scope, the analysis and reporting functions of ticketing software are also easy. For example, you can get an overview of all open, closed and hanging tickets, together with basic statistics, such as the resolution time and effectiveness of agent.
However, Helpdesk software offers more extensive reporting, which gives you insight into customer behavior. Most help desk software, for example, comes with a real-time, adaptable dashboard with insights into the productivity of agent. You can perform the cause analysis of various problems and collect customer satisfaction scores.
Moreover, you can even integrate a Helpdesk tool with Business Intelligence software for a more drilled version of your customer satisfaction statistics.
Communication channels
Helpdesk software uses multiple channels such as chat, e -mail, calls and online forms to register and resolve problems with the customer.
Ticketing software, on the other hand, is only concerned with ticket formation, assignment and resolution. It rarely supports multiple channel communication.
Cost
The average costs of ticketing software can start from $ 5 per user per month and can go up to $ 30, depending on the functions you need.
On the other hand, help desk software are more expensive considering the extensive nature and can vary from $ 20 per user per month to more than $ 100.
Conclusion – Which software is the best for my company?
The choice between ticketing and help desk software depends on the type and size of your company. If you are a small company, you should probably get ticketing software, which is also more affordable. You can integrate a ticket window on your website to handle customers questions and also use it for internal problem resolutions.
Ticketing software is also ideal if you are in a company that does not have to go with customers every day, such as a B2B company, construction and engineering companies, or real estate.
On the other hand, if yours is a customer-oriented company, such as e-commerce stores or websites service providers, you need an extensive help desk solution to handle various complaints from customers.
Even if you have a medium or large company with various internal departments, Helpdesk software would be a more extensive way to enter into resolutions.
