Are you seeking the best ticket assignment software to boost customer support? Well, hello, we’re here to lend you a helping hand.
In the article, we have handpicked the best ticketing assignment software, breaking down their features & functionalities. And yes, you can trust us because we’ve extensively researched the market, read tons of user reviews, and now we’re ready to spill the beans.
So, let’s get started and find the perfect ticketing software to take your customer support to the next level!
The Best Ticket Assignment Software on the Market: Compared
In a hurry? Let’s look at our comparison chart of the best ticket assignment software.
| Software | Ticket Assignment Features | Free Version Available |
| 1. KB Support | ✅ Advanced Ticket Assignment ✅ Role-Based Permissions ✅ Custom Ticket Status ✅ Canned Replies ✅ Rule-Based Ticket Assignment ✅ Agent-Based Ticket Assignment ✅ Department-Based Ticket Assignment | Yes, with standard ticket assignment features |
| 2. Zendesk | ✅ Ticket Conversion and Reporting ✅ Mobile Ticketing System ✅ Custom Ticket Assignment Rules ✅ CSAT Rating ✅ Predefined Responses (macros) ✅ Skills-Based Routing ✅ Custom Agent Roles | 14 Day Free Trial |
| 3. Freshdesk | ✅ Automatic Ticket Assignment ✅ Round-Robin Assignment ✅ Load Balanced Ticket Assignment ✅ Skill-Based Ticket Assignment ✅ Canned Responses ✅ AI-Powered Automation | Yes, with unlimited agents and basic help desk features |
| 4. Kayako | ✅ Smart Ticket Routing ✅ Automated Workflows ✅ Experts Collaboration ✅ Macros and Canned Responses ✅ Active Conversations | 14 Day Free Trial |
| 5. HappyFox | ✅ Automatic Ticket Assignment ✅ Round-Robin Assignment ✅ Load Balanced Distribution ✅ Smart Assignment ✅ Skills-Based Assignment ✅ Custom Ticket Assignment Rules ✅ Ticket-Load Based Assignment | 14 Day Free Trial |
| 6. Zoho Desk | ✅ Custom Assignment Rules ✅ Round-Robin Assignment ✅ Rule-Based Ticket Assignment ✅ Monitoring and Tracking ✅ Ticket Sharing & Ownership ✅ Direct Assignment to Agents | 15 Day Free trial |
Top 6 Ticket Assignment Software For Customer Support
Before we start, I want to mention that these tools aren’t dedicated ticket assignment software; they’re full-blown help desk solutions with many cool features like live support, knowledge base integration, canned replies, and more. But today, our spotlight is on the ticket assignment feature these tools bring.
1. KB Support: Optimizing Ticket Assignment in WordPress
KB Support is the ultimate help desk and support plugin for WordPress. It offers all the advanced features & functionalities that you can expect in any top-tier web-based help desk tool.
Speaking of the ticket assignment features, the free version of KB Support provides handy automatic assignment choices, like random assignment or assigning tickets to agents with the fewest current tickets.
KB Support’s Advanced Ticket Assignment extension is a real game changer. It takes your ticket assignment process to a whole new level. With this extension, you can set your own rules for ticket assignment. You can customize these rules based on various factors: Customer, Company, Category, Email Server Connection, and more.
For example, let’s say you’ve created different categories for the support tickets. With KB Support, you can categorize tickets based on the problem and assign them to agents or departments with expertise in that specific category.
Moreover, for each level, you can decide whether a ticket should be assigned to a specific agent, a whole department of agents, or even randomly to any agent within a department.
You can do it all and more using KB Support without writing a single-line code. Yay! If you have a WordPress-powered website, consider using KB Support to build a smoothly working support system for your services.
KB Support Pricing
The lite version of KB Support, in which you get basic ticket assignment features, is FREE forever. However, if you’re looking for more advanced ticket assignment options, you can grab the Advanced Ticket Assignment extension for just $59.00 for one website.
2. Zendesk: Intelligent Ticket Assignment and Beyond
Zendesk is another popular choice for help desk software. Its advanced ticketing assignment features allow you to seamlessly manage customer inquiries from various channels like web, email, phone, SMS, and social media, all in one place.
With productivity-boosting tools such as Routing, CSAT ratings, and Time Tracking, Zendesk ensures your support agents stay on top of their game.
Zendesk’s Shared Ticketing System promotes collaboration among agents & makes sure everyone can exchange crucial customer information effortlessly.
As a customer support manager, you’ll love Zendesk for its ability to analyze team performance metrics. It tracks resolution time, response time, first-reply time, and even the frequency of customer issues.
Moreover, Zendesk offers an impressive array of integrations, making it adaptable to your existing workflow. It empowers agents with personalized service tools and automates ticket assignments based on rules and triggers.
If you’re worried about ticket allocation, Zendesk’s round-robin ticket assignment feature is your solution. This feature evenly distributes tickets among your team members—no more stale tickets.
Suppose you receive a complex support ticket requiring the appropriate person’s urgent attention. In that case, Zendesk’s ticket escalation process allows you to transfer it seamlessly while at the same time notifying the customer, all from within the system.
Zendesk also allows you to create custom triggers for auto-assigning tickets to power up your ticketing assignment game. These triggers can be based on common text in customer queries, ensuring tickets land in the right hands effortlessly.
Zendesk Pricing
Zendesk offers three premium packages of their service:
- Suite Team costs $55 per agent/month
- Suite Growth costs $89 per agent/month
- Suite Professional costs $115 per agent/month
3. Freshdesk: Smart Ticket Assignment with AI Integration
The following tool on our list of ticket assignment software is Freshdesk. Suppose you’re handling customer inquiries from different places – email, Facebook, Twitter, your website, and more. In that case, Freshdesk makes it simple by bringing all these messages into one handy window.
Freshdesk isn’t just about the basics; it’s got your back with a shared inbox, support for social media, automatic ticket assignments, a knowledge base, and more. They’ve got all the essentials covered.
Here’s what gives Freshdesk a unique position: It uses the power of AI to make customer support smoother. It can automatically assign tickets to the right agent based on their skills and expertise. No more manual shuffling!
When a customer reaches out, Freshdesk automatically turns their request into a ticket and sends it to the right team or agent. But wait, there’s more automation! Freshdesk can handle tasks like sending out ticket updates, sorting through tickets, and scanning for urgent issues every hour.
Freshdesk also offers advanced sorting features. It automatically tags customer problems, making categorizing and solving them more manageable. You can also export and merge tickets, making everything move faster.
For the bosses out there, Freshdesk serves up some excellent metrics. You can check out ticket volume trends over time on easy-to-read dashboards. With its real-time updates, you can keep tabs on how many tickets are coming in, how many are getting resolved, and if any may be causing trouble by reopening.
Freshdesk’s advanced ticketing features help you manage your resources by diving deep into daily, monthly, or quarterly ticket volume trends. To make work more manageable and smoother, Freshdesk lets you spot when your agents are super productive or the ticket load goes through the roof, whether during the week or a single day.
Freshdesk Pricing
Freshdesk comes with a free plan with some basic help desk features. For more advanced features, you can consider investing in its paid plan that starts with the following:
- Growth Plan costs $18 per agent/month
- Pro Plan costs $59 per agent/month
- Enterprise Plan costs $95 per agent/month
4. Kayako: Personalized Ticket Assignment for Enhanced Support
Kayako is a cloud-based customer support platform with a centralized hub for customer interactions. You can provide customer support across many channels, including email, live chat, and phone calls.
With Kayako, you can access various helpful tools, such as canned replies, expert collaborators, and notes. One standout feature of Kayako is its ability to connect your agents with internal experts, external vendors, and suppliers, ensuring they can quickly access the right resources to resolve customer challenges.
Kayako also saves time through automated workflows, one-click replies for common queries, and automatically merging customer inquiries from multiple channels. Your support team can respond faster and prevent multiple agents from jumping on the same ticket.
In addition, Kayako offers customers transparency by allowing them to check the status of their help desk tickets, view activity updates, and even add pictures and videos to provide more context.
Kayako Pricing
Kayako offers two paid plans for their services: Kayako Cloud and Classic on-Prem, but unfortunately, the specific pricing information is no longer available on their website. You must request a demo on their pricing page to better understand Kayako’s pricing.
5. HappyFox: Automated Ticketing for Effortless Support
HappyFox is a cloud-based CRM (customer relationship management) system with nifty ticketing features.
First, talking about the standard help desk features, HappyFox lets you create custom ticket queues to organize and prioritize tasks easily. You can also tag and categorize tickets, making it a breeze to sort through them.
Here are the ticket assignment features: HappyFox ensures that only one agent can work on a ticket simultaneously, so you don’t have agents tripping over each other. Also, it’s got some advanced features like applying actions to multiple related tickets and super-fast search and filter options.
HappyFox uses different assignment algorithms – like round-robin or load balancing based on agent availability – so you can choose what works best for your support team. You can even have different routing rules for each team, all running smoothly.
Now, let’s talk about efficiency. HappyFox’s innovative assignment feature improves response times by automatically assigning tickets to active agents. With a super-smart load-balancing algorithm, you can quickly ensure your customers get a response.
No more stressing out your agents with overflowing queues, either – HappyFox’s routing algorithms are smart enough to stop assigning tickets if an agent’s plate is full.
And if you’ve got some VIP customers who need dedicated attention, HappyFox has rule-based routing. It’ll make sure their tickets go straight to the right agent.
HappyFox Pricing
HappyFox bundles four premium packages for its users:
- Mighty Costs $39 per agent/month
- Fantastic Costs $59 per agent/month
- Enterprise Costs $79 per agent/month
- Enterprise Plus Costs $99 per agent/month
6. Zoho Desk: Unmatchable Ticket Assignment Features
Another ticket assignment software you can use is Zoho Desk. It is a part of the Zoho Suite that offers popular tools such as Zoho Forms, Zoho CRM, Zoho People, and more.
With Zoho Desk, you get a fantastic ticket management system that allows your customer service team to connect with customers through various channels.
Even more remarkable is that they offer a mobile app with their free plan! This free plan covers an email-based IT ticket system and private knowledge management, and it even supports multiple languages.
Now, let’s talk about the ticket assignment features. No one wants to spend time manually assigning tickets to agents every time they come in, right? With Zoho Desk, you can set up customizable ticket assignment rules based on language, priority, or type of issue.
And yes, Zoho Desk also has this fantastic feature called Round Robin automatic ticket assignment. You can ensure tickets are distributed evenly among the available agents based on the limits you set. No one feels left out, and customers get the attention they deserve.
Now, here’s where things get smart. Zoho’s automation comes into play. You can ensure that specific types of tickets go to the right agents on your team. For example, if you have a dedicated account team, you can create a rule that sends all accounts-related tickets straight to them.
Zoho Desk understands that tracking is crucial. You can keep tabs on your support agents’ progress. Want to know if your customers are happy? You got it. Want to see how much time your team spends on each ticket? Easy. And you can even collaborate with your colleagues within the company.
Zoho Desk Pricing
Zoho Desk comes with three premium packages:
- Standard Package Costs $20 per user/month
- Professional Package Costs $35 per user/month
- Enterprise Package Costs $50 per user/month
Wrapping Up!
In wrapping up, efficient customer support is vital for any business today. And when it comes to providing efficient service, having the right ticket assignment software can make all the difference. We’ve explored a few top options, each with unique strengths.
I am confident that this guide will assist you in narrowing down choices and making an informed decision for your customer support requirements. If you ask which ticket assignment software is best, we, being a little partial, choose KB Support over all the tools because it offers all the advanced helpdesk features without breaking our users’ bank.
Before investing, remember your chosen ticket assignment tool should align with your specific needs, budget, and team size. So, pick the one that suits you best and your support team members.