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Generative AI (GenAI) has disrupted all aspects of business, boosting efficiency and innovation. Enterprise help desk ticketing systems are no exception. When there are up to 3,000 employees, the volume of IT service tickets per week becomes significant. Even with a 10-member team resolving 300 tickets per day, the going is slow. 

With GenAI, however, support agents can increase their productivity by two or three-folds, creating what we call a “10-second service desk.” AI can analyze and categorize tickets based on complexity and priority, and may even be able to resolve certain tickets without human intervention. Thus, support agents can focus on tackling more complex queries.

What is an Enterprise Ticketing System? 

Enterprise ticketing systems are all-in-one support systems that assist in-house employees to solve a variety of queries, spanning IT and HR. Traditional enterprise ticketing systems adopt a reactive approach wherein tickets are resolved as they come. Human agents work on categorization, decision-making, and linear processes. Automation is limited to the ticketing workflow, and not resolution of tickets.

GenAI-enabled ITSM solutions like Rezolve.ai offers conversational ticketing system that take a more proactive path. They have built-in automation engines that enable auto-resolution of common IT and HR queries. If a query cannot be resolved, they create a smart ticket that contains most of the information a support agent needs to close the ticket. Thus, such platforms are prime candidates to replace traditional enterprise ticketing systems and service desks. 

Bid Adieus to Chaos - Invest in Rezolve.ai's Gen AI-enabled Enterprise Ticketing System. Book a Demo Now

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Key Features to Look For in an Enterprise Ticketing System

Modern enterprise ticketing systems use advanced technologies and automation to resolve queries more efficiently. Thus, they reduce downtime, boost first-time resolution rates, and enhance asset management.

Here are the key features to look for in enterprise help desk ticketing systems:

• Invisible ticketing:  Employees should be able to submit tickets through invisible ticketing, which reduces the need for them to navigate a complex user interface. 
• Built-in live chat with support agent: Employees will benefit from real-time chat support from an agent for complex queries.
• Personalized support: Employees expect agents to be aware of their preferences, especially when they have contacted the help desk previously. In such cases, a personalized ticket page is useful. Agents have access to the employee’s ticket history, thus avoiding repetitive questions that waste time. 
• Knowledge management: Employees and agents should be able to access a digital knowledge base that answers common IT and HR questions. This helps agents improve service delivery by reducing the time required to solve queries.
• Service request management: This feature streamlines the ticket management process by automating approvals and assigning tickets to relevant agents based on complexity and category. 
• Asset management: A centralized inventory of hardware and software assets is required to track and manage IT resources. Thus, costs are reduced, IT investments are optimized, and assets are used efficiently.
• Reporting & Analytics: Dashboards that provide insights into ticket volume, ticket resolution rate, average resolution time, first response time, and so on are required to help service desk managers identify areas for improvement and optimize service delivery.

Now that you know what factors to consider when selecting an enterprise ticketing system, let us explore five of the best ones on the market.

The 5 Best Enterprise Ticketing Systems

1. Rezolve.ai

Rezolve is a GenAI-enabled ITSM solution with a conversational ticketing system that integrates with Microsoft Teams to deliver instantaneous and personalized support to employees for their IT and HR queries. It auto-resolves up to 65% of employee queries using documented knowledge, task and process orchestration, real-time notifications, and live-agent personalized chat. Rezolve is aimed at mid-size to enterprise-level organizations. 

Key Features

1. GenAI-enabled conversational chatbot
2. GenAI-enabled ITSM 
3. Human-in-the loop live chat with MS Teams
4. No code automation studio
5. Interactive notifications via MS Teams
6. Conversational incident management
7. Out-of-the-box integrations with 150+ enterprise software
8. GenAI-enabled agile knowledge management with smart feedback loop
9. Unique desktop automation (not available with competitors)
10. Powerful analytics with useful dashboards
11. MS Teams accessible Change Management  
12. MS Teams accessible Approvals 
13. Personalized role-based end-user experience  
14. Automated Employee Onboarding Process

Pros

• Exceptional employee service and implementation support
• Intuitive and customizable interface
• Improved agent productivity due to agile knowledge base

Cons

• No portal for users to sign in and access

Pricing

Contact the sales team for a quote.

2. Freshservice 

Freshservice, the ITSM platform of Freshworks, is an enterprise ticketing system that aims to support internal customers with ITIL practices like change, problem, and release management. It is also useful for managed service providers to maintain SLA compliance. 

Key Features

1. AI-powered ticketing system
2. Multi-channel support
3. Workflow automation
4. Knowledge base hosting
5. In-built CSAT surveys
6. Mobile ticketing system (both iOS and Android)
7. Gamification features

Pros

• Offers monthly updates, enabling it to introduce new features quickly
• Offers flexible licensing tiers with bundled features like orchestration and alert management

Cons

• AI quality needs improvement: lack of intelligent swarming or sentiment analysis
• Lack of predictive analytics
• Lack of line-of-business (LOB) case management templates

Pricing

Freshservice has four pricing plans:

• Starter - $19 per agent per month, billed annually
• Growth - $49 per agent per month, billed annually
• Pro - $95 per agent per month, billed annually
• Enterprise - $119 per agent per month, billed annually

A free trial is offered for all the plans.

3. Jira Service Management 

Jira Service Management is an enterprise ticketing system aimed at Dev and Ops teams to deliver employee services quickly and efficiently. It enables ITSM teams to innovate faster with automated change risk assessments and advanced approval workflows. 

Key Features

1. Pre-built templates and ticketing tools
2. Self-service options and knowledge base 
3. Out-of-the-box ITIL processes
4. Workflow automations
5. In-built reporting and analytics 
6. Single source of truth for service requests and incidents

Pros

• Enables users to directly create tickets on the customer portal instead of calling in to a help desk
• Integrates well into the Atlassian suite and third-party vendors

Cons

• Product gaps in multi-channel engagement and reporting
• Limited reporting to measure experience
• Improvement needed in AI and ML capabilities
• Smaller customers find account management an issue
• Lacks desktop automation

Pricing

Jira Service Management has a free plan for up to 3 agents. It has three other plans:

• Standard - $650 per year for up to 10,000 agents, billed annually
• Premium - $1500 per year 
• Enterprise - contact the sales team for a quote. 

A 7-day free trial for up to 5,000 agents is offered in the Standard and Premium plans.

4. SysAid 

SysAid is the flagship ITSM and enterprise ticketing system of SysAid Technologies. Available as both a cloud-based and an on-premise solution, it supports asset management, rich reporting tools, and remote control. It mainly targets mid-market organizations.

Key Features

1. Organizing and prioritizing service tickets
2. ITSM collaboration and documentation
3. ITSM reports and dashboards
4. Self-service tools
5. Asset management dashboard
6. Service-level management
7. Change requests repository

Pros

• Tip display from knowledge base enables users to see available articles when logging a change
• Enables users to set up their own workflows, ticket templates, and categories
• Offers out-of-the-box automation scripts called ABots

Cons

• Lacks advanced capabilities in change management, configuration management, multichannel engagement, and integrated AI
• Lacks out-of-the-box workflow support for LOB applications beyond IT

Pricing

Contact the sales team for a quote. A free trial is offered.

5. Ivanti Neurons

Ivanti Neurons is a cloud-based, enterprise-capable ticketing system that has service management capabilities from request capture to remediation. Automated workflows eliminate costly manual processes and make operations secure, compliant, and efficient. It targets mainly midsize to large organizations and is one of the few ITSM vendors to obtain the US government’s FedRAMP authorized status. 

Key Features

1. ITSM asset management - policy and contract enforcement, configuration management, asset management dashboard
2. Change management- change requests repository, service-level management, change calendar
3. Incident and problem management - self-service tools, ITSM collaboration and documentation, subscription-based notifications, organization and prioritization of service tickets
4. ITSM reports and dashboards

Pros

• Supports vertical industries such as government and healthcare 
• Offers several differentiating features through the native integration of its adjacent solutions, including products for unified endpoint management, vulnerability and patch management, self-healing, real-time device discovery, and DEX

Cons

• Lack of a robust set of tools, templates, and guides to help customers on ITSM maturity journeys; they’re forced to rely on implementation partners or Ivanti’s peer support community
• Lacks ML to dynamically identify the risks associated with changes, and only has out-of-the box integrations with a small set of common monitoring and observability tools

Pricing 

Request the sales team for a quote. A free trial is offered.

Supercharge your enterprise ticketing system with GenAI

Rezolve offers you unmatched value over traditional service desk platforms or chatbot-integrated products. You’ll see the following outcomes:

• Auto resolution savings of 25%-30% in service desks
• High employee self-service adoption of 70%-80% through enablement in teams
• Increase in employee productivity by 1%-4% 

If you want to learn more about how Rezolve enables conversational ticketing, sign up for a personalized demo here.

FAQs

1. What is conversational ticketing in enterprise help desks?
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Conversational ticketing is a form of real-time AI support within messaging apps like MS Teams where communication happens in everyday language. Support agents can automate routine ticket resolution with AI-driven self-learning and agile knowledge management. They can also track customer support threads to ensure process compliance.

2. What are the different types of help desk software?

The various types of help desk software include enterprise help desks, IT help desks, HR help desks, open-source and closed-source help desks, on-premise and cloud-based help desks, and web-based/SaaS help desks.

3. How does automation improve enterprise ticketing systems?‍

The cost of resolving an average ticket is around US$15. With automation, the cost reduces to US$1 per ticket. Rezolve’s genAI-powered ticketing system improves employee productivity across the organization by up to 4.5%.

4. When selecting an enterprise ticketing system, what factors should enterprises consider?

While selecting an enterprise ticketing system, it's important to consider crucial aspects like scalability, user-friendliness, customization possibilities, support and training, and the particular requirements of your company.

5. How can businesses make sure an enterprise ticketing system is implemented successfully?

To succeed,right planning, user training, data migration, and open communication are necessary. A successful implementation depends on including important stakeholders and matching the system with corporate objectives.