Maximizing customer support for improved sales and ROI is a prerogative for every business customer satisfaction, and happiness are essential for the growth of a business. Still, you need to make it possible and be there for them any time they need your services or products. Installing a top open-source ticketing system is one way to begin.
Using any top open-source ticketing system is becoming a popular option with many businesses for their customer support. They choose this over the paid agent services and free plans because the last two have certain flaws that make it challenging to maximize customer support. It does not mean that a top open-source ticketing system does not have its flaws, but it is more user-friendly compared to the other two.
What Is A Top Open Source Ticketing System?
A top open-source ticketing system is software with source codes that are free to use, view, and edit for anyone. It does not require a licensing fee, but you will need to pay for maintenance, hosting, technical support, and setup. The software is a versatile system that allows you to create improvements that are good for your business and your customers.
Why should you choose a top open-source ticketing system over a paid agent service or a free plan?
Paid agent services and free help desk ticketing system plans also come with immense benefits, but they have certain flaws that lead to businesses seeking solutions elsewhere.
Flaws of a Free Plan Ticketing System
1. Limited availability of agents
Even though limiting the number of agents ensures that the customers get speedy services, any customer who wants to have a one-on-one with an agent cannot do it because of the limit.
2. A limited number of tickets
Ticket amounts are proportional to the available agents in most businesses. A free plan ticketing system limits the number of tickets a business can handle, limiting the customers' help.
3. Slow loading issues
Free ticketing systems are harder to customize and integrate with your other existing software leading to slow loading.
Flaws of a Paid Agent Service
When businesses want to avoid the inconveniences of a free plan ticketing system, the next best option they go for is a paid service agent. It has more advantages, but it also comes with sine drawbacks. One of the major ones is when a business needs to expand and accommodate a larger number of tickets.
The extra agents cost money, and they do not come cheap, challenging for a start-up. The high prices of the paid agent services and the weakness of a free plan ticketing system force some businesses to go for a better option, the open-source ticketing system.
Benefits of a Top Open-Source Ticketing System
So, why should you choose an open ticketing system over the others? Here are the reasons.
1. It does not limit agents
An open-source ticking system allows you to install software of your preference without limiting the agents. This helps to solve more customer issues leading to more sales and improved ROI.
2. Gives you control over business data
An open-source ticketing system allows you to control your business data completely without sharing anything critical with another business.
3. Easy to use add-ons and plugins
A top open-source ticketing system allows you to use add-ons of your choice on various ticketing systems. It also gives you the freedom to install as many plugins as you possibly can.
4. Customizable
A top open-source ticketing system is easy to customize to suit the needs of your service reps and customers. It also comes with a friendly interface that makes it easier for your customers to identify easily with your brand and feel comfortable. You can even provide ore easier access to your customers by introducing and arranging chat widgets.
5. Ease of generating comprehensive reports
A top open ticketing system is customizable, which makes it easier and faster to access and examine several reports such as ticket resolution, ticket tags, and satisfaction surveys any time you need them.
Drawbacks of A Top Open-Source Ticketing System
Like all other help desk ticketing systems, a top open-source ticketing system comes with bot benefits and flaws. The most common flaws are:
- Time-consuming when it comes to making modifications
- Weak tech support
- Higher chances of malicious code vulnerability
- Since you will host an open-source ticketing system without any outside help, you will be responsible for maintenance and updates.
- Many of the top open-source ticketing systems lack advanced automation, pre-built integrations, and multi-channel support.
Top Open Source Ticketing Systems
While there are many top open-source ticketing systems, but the following are some of the most reliable and easy-to-access systems in the market.
- Faveo
- FreshDesk
- osTicket
- UVDesk
- Zoho
- SuiteCRM
- Liberum
- Bitrix24
- Odoo
- X2CRM
Wrapping up
Many businesses are choosing top open-source ticketing system over the paid and free ticketing software because of the challenges of the last two. An open-source ticketing system is both economic and user-friendly, and you can customize it to suit your business and customer preferences.