Since the advent of the deadly coronavirus, many organizations have been forced to reduce their task force to cut down costs. Customer service support teams have not been spared as many have either lost their jobs or are now required to work remotely.
There are free support ticket systems that you should consider integrating into your operations for businesses or organizations trying to minimize costs while still offering efficient customer service to their customers.
This article will look at some of the top-rated free support ticket software that could help you cut down on costs during this period of the COVID-19 pandemic.
Before we look at some of the free support ticket systems available, it is essential to know what an IT support ticketing system is and why it is vital for your organization.
What is an IT Support Ticket System?
The hardest part of working as a customer service support agent is predicting the amount of workflow. When tasks are performed manually, they can be exhausting to your support team. A lot of time becomes wasted, resulting in disgruntled customers as they feel as if they are not being attended to as fast as they would want.
An IT support ticket system comes in handy as it assists your support team solve problems in the least time possible. The IT support ticket system works by creating a ticket each time a complaint, issue, or request is submitted. The system also helps arrange the queries in an orderly and systematic way, making it possible for the most sensitive issues to be addressed first.
Also, it opens up the opportunity to have requests and issues forwarded to support agents who are more skilled in handling them.
Benefits of an IT Support Ticket System
- It enables prioritization of work
- It automates the management of tasks
- It offers a centralized system
- Results in better customer experience
- It provides in-built tracking and reporting
- It motivates staff culpability and training.
So, What Are the Best Free Support Ticket Systems?
1.Freshdesk
A cloud-based multichannel, Freshdesk offers solutions to almost any business regardless of its size. The free version of Freshdesk includes knowledge-base administration, reporting, email ticketing, and social media ticketing. However, the social media ticketing is usually limited to Facebook and Twitter only.
2.Spiceworks
Depending on your needs, Spiceworks is a vastly-customizable free support ticket system. You can modify the platform to suit your preferences, including extending the variety of available support apps to perform various tasks and processes.
The support apps found in Spiceworks perform tasks and processes such as remote support, inventory management, and network monitoring.
3.Jira
Jira, a support ticketing system, is appropriate for both customer service and ITSM. Some of the support services that Jira offers include; service ticket management, a free help desk tool that up to three agents can use in one service desk, unlimited customers depending on the capability of your agents to serve them, and 2GB of storage.
4.Jitbit
Jitbit usually focuses on simplicity while offering both self-hosted and cloud solutions. However, Jitbit's simplicity doesn't mean that it is a limited software. You will be surprised to find powerful automation tools in this system that will enable you to assign tickets to agents, send automatic replies, and set the tickets' due dates.
5.SysAid
Like Freshdesk, SysAid is an IT support ticket system suitable for all business types regardless of size. SysAid also offers both self-hosted and cloud-based solutions. With the free version of the SysAid support system, you will get services such as incident management, ticket management, knowledge-base management, reporting functionalities, and workflow automation.
6.ConnectWise
For companies that need to manage several support workflows all under the same digital platform, the ConnectWise support ticketing system is your sure bet. ConnectWise, which is regarded as being more than the usual IT ticketing software, offers an automated platform that enables you to run and manage different support workflows on the same digital platform.
Other than the ticketing services that you will enjoy from this system, you will also be able to explore other capabilities such as time tracking, project management, billing, procurement, and reporting.
Conclusion
The manual way of performing tasks in the traditional customer service setting was tedious and time-wasting. It also led to many disgruntled customers who felt that they were not getting the assistance they needed in the shortest time possible.
However, IT support ticketing systems have brought in a digitalized new customer service that is quick, easy, and satisfactory to the customers. The good part is, even if you do not have the finances to integrate the IT support ticketing systems into your organization, there are free support ticketing systems that you can choose from, as discussed in this article.
