Ticketing System - What It Is and How to Choose the Best One

A ticketing system (also known as a help desk system) is software for managing customer requests. Every inquiry - whether it comes via email, chat, form, or phone - is converted into a "ticket" with a unique number. A ticket includes: - **Number** - easy identification (e.g., #2847) - **Priority** - low, normal, high, urgent - **Status** - new, open, pending, resolved - **Assignment** - specific agent or team - **History** - full correspondence and internal notes - **SLA** - the time frame for responding

If you recognize even one of these problems, it's time for a ticketing system: 1. **Emails get lost** - a customer writes, but nobody responds because the email landed in spam 2. **Two people reply to the same thing** - lack of team coordination 3. **You don't know how many requests you handle** - no statistics or reports 4. **Customers have to repeat themselves** - they explain the problem from scratch every time 5. **No priorities** - urgent tickets wait alongside trivial ones

Key criteria: **1. Omnichannel** - does the system handle email, chat, forms, and phone from a single panel? **2. Automation** - can you set up rules (e.g., "if the subject contains 'invoice', assign to the finance team")? **3. AI** - does the system have built-in artificial intelligence for response suggestions, classification, and chatbot? **4. Knowledge base** - can you create a self-service portal so customers find answers on their own? **5. SLA and reports** - can you monitor response times and customer satisfaction? **6. Pricing** - is there a free plan to start with? How much does it cost per agent?

InHelp combines all the above features in one tool: - **Requests from every channel** in a single queue - **AI response suggestions** - reduces reaction time by 60% - **Website chatbot** - answers customers 24/7 - **Knowledge base** with semantic search - **SLA and reports** in real time - **Free plan** for up to 3 agents [Try InHelp for free →](https://app.inhelp.ai/signup)