Organizing IT support is already challenging enough, and relying on email as your main communication tool only makes it harder. No matter how many tags you set up or how detailed your guidelines are, email just isn’t built for this kind of work, making it tough to maintain order. Fortunately, an email ticketing system can address most of these issues.
We’ve seen clients all over the world who cannot properly track their agents’ performance, miss requests, and waste valuable time in an effort to make emails do something they were not meant to. That's why we've put together this article, with all you need to know about email ticketing systems, their benefits, key features, and nine providers for you to compare.
What is an email ticketing system?
An email ticketing system is a software application (usually in the form of a help desk) that helps businesses manage customer support requests. It allows customers to submit help requests via email and then tracks and organizes those requests throughout their lifecycle in a central place. This makes it easier for support staff to resolve incidents and problems promptly.
As you can see, the beauty of a ticketing system is that the only part of the company aware of the change is the IT department, meaning that you won’t have to change the organizational culture to adopt the new tool.
Features to look for in email ticketing software
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Email-to-ticket automation: Automatically converts incoming emails into trackable tickets with metadata like subject, sender, and timestamps.
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SLA and priority rules: Assigns deadlines and urgency levels based on predefined criteria, ensuring timely response and escalation.
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Collision detection: Alerts when multiple agents view or respond to the same ticket to avoid duplicate replies.
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Canned responses and templates: Allows agents to insert prewritten replies for frequent issues, improving response consistency.
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Internal notes and tagging: Lets teams collaborate behind the scenes with private comments and categorize tickets for reporting or workflow routing.
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Email threading and history: Maintains a full conversation log within each ticket for clear context over time.
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Integration with mail clients (Gmail/Outlook): Enables direct syncing or forwarding from business inboxes without breaking ticket structure.
Best 9 email ticketing system
Email ticketing systems help organize incoming requests, assign them automatically, and track their resolution. Below is a list of tools that support this function, each with their own approach to handling email-based interactions.
InvGate Service Management
InvGate Service Management is an ITSM platform designed to support IT and business teams in managing requests, changes, and problems through a structured approach. Built with ITIL-aligned practices, it also fits customer service needs in large or mid-sized organizations. It offers cloud and on-premise deployments, integrates with tools like Microsoft Teams, Jira, and Slack, and supports automated workflows.
Used by teams at organizations like NASA, KPMG, Motorola, Collins Aerospace, and Arcos Dorados, it stands out for its balance between ease of use and advanced functionality.
InvGate Service Management features
- Email-to-ticket automation with configurable rules
- SLA and priority-based routing
- Bulk ticket actions for email-heavy workflows
- Native knowledge base suggestions in responses
- Integration with Microsoft Outlook and Gmail
InvGate Service Management pricing details
Pricing is available upon request. The platform is licensed per agent and offers both subscription and perpetual models.
InvGate Service Management user reviews and ratings
Users highlight the intuitive UI, powerful automation, and support quality.
"We went from having unread emails with pending requests for three months to requests resolved within a week."
Martin Nuñez
Service Desk Manager at Harmony Public Schools
Zendesk
Zendesk is a cloud-based customer support platform known for its multichannel capabilities. Email remains a core channel, and it’s often used by customer service teams looking for a scalable, structured approach to email communications.
Zendesk features
- Converts incoming emails to tickets automatically.
- Prebuilt macros for faster email responses.
- SLA tracking and escalation rules.
- Internal notes and ticket collaboration.
Zendesk pros and cons
Pros:
- Rich integration marketplace.
- Good fit for multichannel support needs.
Cons:
- Can be complex to configure.
- Some advanced features only available in higher tiers.
Zendesk pricing details
Plans start at $55 per agent/month for the Suite Team tier. Higher tiers add more customization and analytics.
Zendesk user reviews and ratings
It is generally rated between 4.2 and 4.4 on review sites. Users appreciate its reliability, but sometimes mention complexity and its price point as barriers.
"It's a solid tool for customer support and combines many tools to give us a great unified system. One thing to keep in mind is that the size of your team could amount to higher costs. (...) We also noticed that customization is lacking when your team isn't as big or you haven't opted into the bigger packaged products."
User review from Gartner
Freshdesk Omni
Freshdesk Omni, by Freshworks, is a cloud-based omnichannel customer support platform with strong email handling and automation features. It’s widely used by support teams of all sizes.
Freshdesk features
- Email ticket conversion with automated triage.
- Shared inbox with collision detection.
- Canned responses and templates.
- Email thread continuity within tickets.
Freshdesk pros and cons
Pros:
- Easy to set up.
- Offers a free tier.
Cons:
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Advanced automation and reporting require higher plans.
Freshdesk pricing details
- Growth: $29 per agent, per month.
- Pro: $69 per agent, per month.
- Enterprise: $109 per agent, per month.
Freshdesk user reviews and ratings
Often rated around 4.4 on review platforms. Users note its ease of use and value for money.
"We have had a very positive experience with Freshdesk Omni. The system is stable, easy to use, and has allowed us to respond faster and more efficiently. icket routing and internal collaboration features have significantly improved resolution times. Some customizations required workarounds, but overall the impact has been very strong. Reporting dashboards could be more flexible."
User review from Gartner
Help Scout
Help Scout is a customer service platform designed around email support. It offers a shared inbox experience with collaboration features tailored for small to mid-sized teams.
Help Scout features
- Shared inbox with email ticketing
- Conversation tagging and workflows
- Docs integration for inline article suggestions
- Email templates with personalization
Help Scout pros and cons
Pros:
- Focused, clutter-free UI
- Good for teams prioritizing email
Cons:
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Limited multichannel features compared to others
Help Scout pricing details
Starts at $20 per user/month. Includes automation, reports, and up to 25 inboxes.
Help Scout user reviews and ratings
Popular among small support teams, with average ratings around 4.6. Praised for simplicity and support.
"I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently. The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed."
User review from G2
Zoho Desk
Zoho Desk is part of the broader Zoho ecosystem and is used by teams already invested in Zoho’s tools. It’s cloud-based and supports a structured email support workflow with automation.
Zoho Desk features
- Email-to-ticket conversion with SLA settings.
- Customizable templates for replies.
- Workflow rules for ticket assignment.
- Contextual AI suggestions (Zia).
Zoho Desk pros and cons
Pros:
- Strong automation at lower price points.
- Native integration with other Zoho apps.
Cons:
- Interface can feel dated.
- Initial configuration takes time.
Zoho Desk pricing details
Free plan available. Paid plans start at $14 per agent/month.
Zoho Desk user reviews and ratings
Rated between 4.3 and 4.5. Users appreciate its value and integration with Zoho suite.
"Multi-channel support that unites customer interactions from various channels into a single location. Mobile app is available that allows connection and management of customer service tasks anytime, anywhere. Zoho Desk has some advanced features that can be difficult to set up without prior experience and also most of them are available in more expensive price plans."
User review from Gartner
Front
Front is a shared inbox tool built for collaborative email management. While not a traditional ticketing system, it offers structure and automation to turn emails into workflows, especially useful for account management or sales support teams.
Front features
- Shared inboxes with assignments and comments.
- SLA and rule-based automation.
- CRM integrations for email context.
- Analytics and workload balancing.
Front pros and cons
Pros:
- Email-native interface.
- Strong team collaboration features.
Cons:
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Not ideal for traditional ticket queues.
Front pricing details
Starts at $59 per user/month. Plans vary based on collaboration features and integrations.
Front user reviews and ratings
Highly rated for team inbox functionality, especially in non-IT support use cases.
"I like the versatility that front provides. There are many reporting features that can help leaders/managers to assess where their team may be struggling. I appreciate the shared inboxes, so theres visibility and others can jump in to help, or can see what a new member is sending and help correct before an email is sent. I wish there was a way to link more emails. Sometimes an email comes in and someone replies and it creates a new email chain."
User review from G2
HappyFox
HappyFox is a help desk platform offering ticketing via email, chat, and other channels. It’s often used in internal IT and customer-facing support environments.
HappyFox features
- Email-based ticket capture and categorization.
- SLA tracking with automated actions.
- Email templates and canned replies.
- Ticket tags and custom statuses.
HappyFox pros and cons
Pros:
- Clean interface.
- Strong email routing and categorization.
- Limited native integrations.
- No free plan.
HappyFox pricing details
No public pricing. Plans are quote-based and typically require a 5-agent minimum.
HappyFox user reviews and ratings
Generally rated 4.3 to 4.5. Users appreciate ease of use and ticketing capabilities, but mention limitations when it comes to reporting.
"I like the organization of the app from the customer service experience. The ease of use is on par with industry standards, and the customization is a bonus that combines every aspect of Tier 1 through Tier 3 service in a user-friendly interface. The web-based nature of the app is not a seamless user experience from the standpoint of the customer."
User review from G2
Jitbit
Jitbit Helpdesk is a lightweight, email-focused help desk solution available in both cloud and on-premise versions. It’s popular with IT teams looking for simplicity.
Jitbit features
- Automatic email-to-ticket conversion.
- Rules for assigning and prioritizing tickets.
- Simple canned responses.
- Email threading within tickets.
Jitbit pros and cons
Pros:
- Quick to deploy.
- Self-hosting option available.
Cons:
- Fewer collaboration tools.
- Limited reporting features.
Jitbit pricing details
Cloud version starts at $29 per agent/month. On-premise license available for a one-time fee.
Jitbit user reviews and ratings
Rated around 4.5 for fast setup and simplicity.
"Great for smaller to mid-size IT operation. The reporting tool is great, you can drill down to your ticketing system by date, assigned agent, ticket status and more. The product is highly customizable which is great but it can also be a bit bland on the UI/UX side."
User review from G2
LiveAgent
LiveAgent is a multichannel help desk tool with strong email ticketing capabilities. It's known for its all-in-one approach covering chat, call center, and email.
LiveAgent features
- Email ticketing with threading and history.
- SLA and time tracking.
- Tags and automation rules.
- Email templates and canned responses.
LiveAgent pros and cons
Pros:
- Good value for small teams.
- Covers multiple channels.
Cons:
- Interface can feel crowded.
- Mobile app has limitations.
LiveAgent pricing details
Starts at $9 per agent/month. More features unlock in higher plans.
LiveAgent user reviews and ratings
Rated around 4.4. Users like its feature set for the price but mention the learning curve.
"It has helped us streamline our customer interactions across multiple channels, including email, social media, and live chat. With its many built-in communication channels, it facilitates one-on-one conversations with customers to increase service sales. It could be a little more specific in terms of the features it offers for communicating with customers. It could also use some tweaking with its notifications, as they're not always easy to see, which slows down response time."
User review from G2
Disadvantages of using email for IT support
Without a system in place, email management can quickly become chaotic. Email support requests can quickly build up in the inbox and become overwhelming, especially for busy IT departments.
If you're still not sure if switching to a customer support ticketing system is worth it, some of our clients’ problems before making the switch might resonate with your current system:
- Email requests can get lost. Without a dedicated system for tracking and managing support requests, it can be easy for them to slip through the cracks. This is especially true if multiple people are CC'ed on the email chain, or if there’s only one support email inbox for the whole team.
- Email is not always the most efficient way to resolve technical issues. In some cases, it might actually prolong the problem-solving process. For example, if a complex issue requires troubleshooting or back-and-forth communication, it might be better to pick up the phone or jump on a video call instead.
- Email support can create a backlog of requests. If your IT team is already dealing with a high volume of email requests, it can be tough to keep up. This can lead to a backlog of requests, which can be frustrating for both customers and support agents.
- Email support can be hard to scale. As your business grows, you might find that email is no longer the most efficient way to handle support. At this point, you might need to consider investing in a dedicated ticketing system or help desk software.
But how does a Ticket Management system perform against these pain points? We'll cover that in the following section.
5 benefits of an email ticketing system
Without a doubt, increased visibility is key to reducing your ticket backlog. But it doesn't stop there. Let's see some other benefits of using an email ticketing system for customer support:
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Centralized ticket tracking: All incoming requests are logged in a structured queue, with timestamps, status, and assigned agents, reducing the risk of missed or duplicated responses.
- Automated responses and notifications: Auto-replies confirm receipt of inquiries instantly, while rule-based notifications keep agents and users updated on ticket progress without manual follow-up.
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Performance analytics: Built-in reporting tools aggregate data on volume, resolution times, SLA compliance, and agent workload, allowing for informed decisions and continuous improvement.
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No learning curve for end users: Since requests are sent via standard email, end-users don’t need to adapt to a new interface. All workflow changes stay within the support platform.
- Integrated self-service options: Knowledge base suggestions and portal links can be embedded in automated replies, helping deflect repetitive queries and reducing agent workload.
Key takeaways
An email ticketing solution can be helpful is a cost-effective and robust method for offering outstanding customer service while being sustainable and scalable.
Even if you start by integrating your email provider with it, later on, you can take the time to look into some other features that might not be your priority today, but that will make a difference in the support your team provides.
Do you want to start implementing an email ticketing system? You can request our 30-day free trial, integrate with your email provider, and see it in action.
