If you are running a business your primary aim should be customer satisfaction. If your customers are happy with your services it is sure that your business will run for long time and you will build strong relationship with your customers. This is one of the reasons that every company or business owner wants the feedback of its customers, the issues which customers are facing and if they want any additional features in the services.
Customer care service is now very easy with the help of open source ticket management system. If your customer is facing any issue or is having a query he/she can raise a ticket which will get resolved by the support team within 24 hours. The ticket issued by the customer will include the information about the problem and possible resolution.
Whenever a customer submits a ticket using ticket cms, he/she gets a confirmation mail after which a staff member gets assigned to solve the issue. Once the issue is resolved, the database gets updated and notification is sent to the customer about the issue being resolved.
Now if you are planning to use ticket management system, you are having a lot of options. To make it easier for you, we are going to share the 5 best open source ticket management software in this post.
Kayako is one ticket solution which is suitable both for small and big businesses. With this ticket cms, you will get both live chat solution and web-based support ticketing system. Many reputed companies and enterprises used this ticket system. One of the reasons that people use Kayako is because of the user-friendly interface.
It is not only flexible but is also affordable. This Ticket system will keep track of all the tickets, chats and emails. In order to use Kayako open source ticketing system you need to buy the premium subscription however you can also use their services for 30 days for free.
If you want to use an open source ticket cms for providing better customer support to your subscribers you can use osTicket. The free open source ticket sales system will allow you to integrate the queries of your customers via chat, emails, phones along with web based forms.
You also get many premium features which you won’t find in other ticketing systems. There are two versions available of osTicket, with one being Hosted and other one downloadable. You can use the downloadable version of osTicket for free as you have to host it on your web server, however you need to pay premium fee in order to access the premium version of ticket. You can also create help topics for your customers for the common questions which you receive in your tickets. The agent collision avoidance feature will ensure that a ticket is being allotted to a single agent only and there are no dual responses.
The next open ticket software which makes to our list is OTRS. You can use this software for free as it is an open source support software. Some of the features which you will get in this software are ticket management, billing, reporting, timely accounting, sales, support, knowledge management and much more. With the otrs ticketing system, you will be able to answer the queries of your customers via emails and phones. There are different add-ons available for this osTicket system which will help you in increasing the functionality.
OTRS is available in 36 languages which will help you in case you are providing your services in multiple countries. You can use the free version of the software is you are running a small business. If you are handling a huge number of subscribers then you can go for the OTRS business solution managed where everything will be managed by team of highly qualified professionals.
If you want to use a professional software which will help you in providing online support and will allow you to manage all the tickets efficiently, you can use Zendesk. Using this software you will be able to fulfill all the needs of your customers, managers and agents. A customer can submit the support ticket through several mediums like Twitter, Facebook, email or phone. This means that your customers are not only going to get good customer support but also flexibility. Business owners can also create FAQ section and provide answers to the common questions asked by customers. You can use this service in more than 40 languages.
The managers can retrieve the comprehensive reports which will help them in analyzing how well they are able to manage the queries of their customers. You can also download the mobile application of this ticketing system as it is available for iOS. Windows, Android and Blackberry devices.
The last software which makes to our list of best open source ticket management software is HESK. If you are not having enough budget to afford an ticketing software then you can use HESK as it is available for free. You will be able to provide good customer support using this software. Some of the features which you will get in HESK web-based ticket support software are ticket submission, spam protection, notification and alerts, reports, security, ratings and analytics.
Using the ticket management tool is very easy as it comes with user friendly interface. You can assign the roles to your staff as there is an option to set restrictions. Customers can also check the status of the tickets which they have submitted. If you are not having any server to host the ticket management software you can go for the HESK hosted plan.
A good open source ticket management software will help you in providing better customer support to your subscribers. These are the top 5 ticket management software. Which software are you using to provide customer support to your customers? Let us know using the comments section below.