10 Best ticketing software of 2025: A complete guide

How many customer queries are slipping through the cracks in your team today?

If you are like many small teams or growing businesses, you are probably struggling with customer emails, shared inboxes, and endless spreadsheets, yet still missing follow-ups. 

According to industry reports, around 30–40% of support tickets remain unresolved or delayed in teams that lack a proper ticketing system. Such inefficiency can erode revenue, brand trust, and team morale.

The good news? You don’t need to spend thousands on enterprise tools to fix it.

In 2025, there is a strong line-up of ticketing software designed to help businesses of all sizes bring order to the chaos. Whether you are a startup or a lean customer support team, these platforms allow you to manage and automate your support operations. 

Not all tools are created equal. Some cap the number of users or tickets, others lock key features behind paywalls, and a few require technical know-how to get started. That is why we have researched for you.

Here are the top 10 best ticketing software solutions of 2025. 

Understanding ticketing software in 2025

Best ticketing software in 2025 is no longer the basics. It has become a powerful engine for customer experience. Modern solutions now rival premium systems, which give businesses the ability to manage customer support with speed and insight. 

These platforms enable teams to organise queries, automate responses, track resolution progress, and maintain a clear support trail. 

 Today’s best ticketing systems for small businesses offer multi-channel integration, AI-powered automation, and seamless connectivity with messaging platforms like WhatsApp and social media. 

Customer service no longer lives in inboxes alone; it happens where your customers are. Businesses that adopted WhatsApp-integrated CRMs reported up to 225% faster response times and a 40% improvement in first-contact resolution rates. 

In fact, global leaders like Amazon and Zappos have long shown that customer satisfaction is directly tied to real-time, connected support. 

The result? A seamless customer experience that builds trust, strengthens loyalty and keeps your business ahead in business where speed and personalisation define customer success.

Top 10 best ticketing software for 2025

Best ticketing systems have elevated communication workflows, making them pivotal for teams aiming to centralise interactions and respond rapidly across various channels. These platforms are now built to support multi-channel support, including email, live chat, social media, and even WhatsApp, ensuring every customer message is tracked and addressed within a communication dashboard. Shared inboxes, internal notes, and collaboration tools help agents maintain communication continuity, while features like conversation histories and automated notifications keep all team members updated in real time.

1. Pepper Cloud CRM

Pepper Cloud is one of the top ticketing software solutions because it helps businesses to scale their customer support operations. Unlike basic ticketing systems, Pepper Cloud provides comprehensive AI WhatsApp CRM for customer support functionality with advanced ticketing capabilities, making it the ideal solution for businesses ready to move beyond limitations. Designed for diverse industries, it delivers a unified customer experience that connects every conversation from WhatsApp to email into one intelligent system.

With over 200+ deals achieved and a 3.5x boost in lead conversions, Pepper Cloud stands out as a performance-driven solution that blends CRM power with advanced ticketing precision. It is not just about managing support tickets but about transforming every customer touchpoint into a meaningful relationship.

Key features:

• An advanced ticketing system integrated with a comprehensive CRM
• WhatsApp CRM for customer support with native integration
• AssistAI chatbot providing 24/7 automated support
• Unlimited ticket handling with intelligent routing
• Ability to automate SLA tracking and escalations
• Multi-channel communication (WhatsApp, Facebook, Instagram, email)
• Advanced workflow automation and SLA management
• Comprehensive analytics and reporting
• Mobile CRM access with full functionality
• 24/7 customer support and dedicated onboarding

2. Freshdesk

Freshdesk leads the 10 best ticketing software comparison with its surprisingly comprehensive tier. Supporting up to 10 agents, it offers automated ticket routing, SLA management, and multi-channel support including email, chat, and social media. The platform excels in workflow automation, providing over 35 features that help teams manage everything from basic ticket assignment to advanced productivity tracking.

Key features:

• Unlimited tickets for up to 10 agents
• Email ticketing with automatic notifications
• Basic automation and canned responses
• Knowledge base creation
• Mobile apps for iOS and Android
• Integration capabilities with popular business tools

3. Zoho Desk

Zoho Desk stands out as an excellent helpdesk software for customer support, particularly for businesses seeking CRM integration. The plan supports up to 3 agents and includes AI-powered assistance through Zia, Zoho's intelligent assistant. Its strength lies in customisation and seamless integration with other Zoho products.

Key features:

• Multi-channel ticketing (email, social media, chat)
• Zia AI assistant for automated responses
• Customisable workflows and automation
• Basic reporting and analytics
• Customer portal creation
• Integration with WhatsApp CRM for customer service

4. HubSpot Service Hub

HubSpot's tier provides robust ticketing capabilities alongside powerful CRM integration, making it ideal for businesses wanting to unify sales and service operations. The platform offers sophisticated reporting tools and seamless integration with marketing and sales functions.

Key features:

• Unified ticketing system with CRM integration
• Conversational tools and live chat
• Basic automation and routing
• Team performance tracking
• Knowledge base functionality
• Integration with WhatsApp CRM for support platforms

5. Spiceworks Help Desk

Spiceworks offers a completely , cloud-based solution particularly suited for IT professionals and internal help desks. The platform provides comprehensive ticketing functionality without agent limitations, making it attractive for growing teams.

Key features:

• 100% with no agent restrictions
• IT-focused ticketing workflows
• Asset management integration
• Community support resources
• Reporting and analytics tools
• Network monitoring capabilities

6. Hiver (Gmail-based)

Hiver transforms Gmail into a powerful ticketing system, perfect for teams already relying heavily on Google Workspace. It offers collision detection to prevent duplicate responses and automated assignment rules.

Key features:

• Gmail integration for familiar workflow
• Collision detection and response management
• Automated ticket assignment
• Basic reporting and analytics
• Team collaboration tools
• Integration with customer service on WhatsApp platforms

7. Jira Service Management

Atlassian's tier provides robust ticketing functionality with excellent integration capabilities, particularly suited for technical teams already using Jira for project management.

Key features:

• Up to 3 agents on plan
• ITIL-compliant workflows
• Integration with development tools
• Basic automation and routing
• Knowledge management features
• Self-service portal creation

8. osTicket (Open-source)

As an open-source solution, osTicket offers unlimited customisation possibilities for businesses with technical resources. It provides complete ticketing functionality without licensing costs, requiring only hosting infrastructure.

Key features:

• Completely and open-source
• Unlimited customisation options
• Multi-department support
• Email integration and piping
• Custom forms and fields
• Basic reporting capabilities

9. LiveAgent

LiveAgent's plan combines ticketing with live chat functionality, offering multi-channel support capabilities. While limited to one operator, it provides excellent value for small teams.

Key features:

• Integrated live chat and ticketing
• Email and social media integration
• Basic automation rules
• Ticket filtering and organisation
• Customer portal access
• Mobile application support

10. Tidio

Tidio excels in combining ticketing with chatbot functionality, offering unlimited tickets on the plan alongside live chat for up to 50 unique visitors monthly.

Key features:

• Unlimited ticket handling
• AI chatbot integration
• Multi-channel communication (email, Messenger, Instagram)
• Basic automation workflows
• Visitor tracking and analytics
• Integration with WhatsApp CRM for customer support systems

What limitations come with ticketing software?

When using 10 best ticketing software, businesses often face these common limitations:

• Agent and user limits: Plans typically restrict the number of agents who can use the system, limiting support capacity as teams grow.
• Feature restrictions: Advanced features like AI automation, complex workflow customisation, detailed reporting, and integrations with CRMs or third-party apps are often omitted.
• Ticket volume and storage caps: Many plans limit the number of tickets or data storage, which can hinder businesses with high support demand or seasonal spikes.
• Lack of reliable customer support: Tools usually provide little or no direct vendor support, leaving users to rely on community forums or self-troubleshooting.
• Limited integration options: Systems may not support seamless integration with essential business tools like WhatsApp CRM for customer support or e-commerce platforms.
• Security concerns: Open-source systems might lack robust security measures such as encryption and multi-factor authentication, increasing vulnerability to data breaches.
• User experience and usability: Some systems have outdated or less intuitive interfaces, which can impact productivity and user adoption.
• Hidden costs: While the software might be, additional costs often arise from necessary hosting, maintenance, customisation, or training.
• Limited multichannel support: Many ticketing tools struggle to provide unified customer support across multiple channels, forcing agents to switch between platforms.
• Scalability challenges: As the business grows, solutions become inadequate, requiring migration to paid or premium platforms for advanced features and reliability.

Platforms like Pepper Cloud address these limitations by offering scalable, secure, and fully integrated CRM and ticketing solutions with AI-driven automation and 24/7 support.

Can ticketing software integrate with CRMs?

Yes, many best ticketing software 2025 options offer robust CRM integration capabilities, particularly with platforms supporting CRM for customer service on WhatsApp. 

However, the most comprehensive integrations usually come from platforms that combine CRM and ticketing functionality natively, such as Pepper Cloud unified approach.

HubSpot Service Hub exemplifies excellent CRM integration, providing seamless data flow between sales, marketing, and support functions. Zoho Desk offers particularly strong integration with WhatsApp CRM for customer service through its ecosystem approach. Pepper Cloud integrated platform represents the evolution of this integration concept, combining comprehensive CRM functionality with advanced ticketing capabilities and WhatsApp CRM for customer support in a single platform.

Excellent support does not happen by accident, it starts with the right tools. In 2025, choosing a ticketing system is not just about managing queries, it is about delivering experiences that customers remember.

Tools like Freshdesk, Zoho Desk, and HubSpot Service Hub are starting points, which are reliable and cost-effective. But as your team grows and customer expectations rise, you will need more than “just a ticketing tool.” That is where Pepper Cloud stands out.

By blending AI-driven automation with WhatsApp CRM integration, Pepper Cloud helps businesses turn every message into a moment of connection. It is built for teams that want to scale smarter, respond faster and serve 3x better,  all from one unified dashboard.

Ready to take your customer support to the next level? Get in touch with Pepper Cloud today and experience the future of customer service.

Frequently asked questions - 10 Best ticketing software

1. What is ticketing software?

Ticketing software is a tool that helps businesses manage customer support tickets or IT requests without cost, using automation and centralised tracking. It’s ideal for startups and small businesses seeking affordable helpdesk solutions.

2. Which ticketing system is best for small businesses?

The 10 best ticketing system for small businesses offers easy setup, email integration, and scalability. Look for helpdesk tools that support multiple agents and seamless customer communication.

3. Can ticketing software integrate with CRM or email?

Yes, most ticketing and helpdesk software integrates with CRM platforms, email, and chat tools, ensuring smooth customer communication and faster issue resolution.

4. What are the limitations of ticketing tools?

Helpdesk tools often limit the number of users, automation features, integrations, and reporting, making them better suited for small teams or basic ticket management.

5. Is open-source ticketing software better than cloud-based tools? Open-source ticketing systems offer full control, data privacy, and customisation, while cloud-based ticketing tools are easier to maintain but may include feature caps or ads.

6. How can I upgrade from ticketing software to premium?

You can upgrade once ticket volume or agent needs increase, choosing a paid helpdesk plan with advanced automation, analytics, SLA tracking, and CRM integration.