Ticketing is a core building block for any service team. With the advent of enterprise chat platforms like Slack (and MS Teams!) - ticketing workflows are rapidly shifting to chat from Email and Portal. With rapid problem resolution being a core function of many more teams (than just IT earlier) - all teams like Finance, Engineering, SalesOps are also setting up helpdesks - and Slack (and MS Teams) are their medium of choice.

Slack has enabled IT, support, and engineering teams to handle and automate many tasks for businesses collaborating with customers on the platform. However, it doesn't offer features like a ticketing system — yet. But Slack can be integrated with external apps (e.g., Zendesk and Freshdesk) to bring ticket management into Slack - or those that offer native ticketing capabilities built into Slack.

So, if you're looking for a free or paid ticketing system for your Slack workspace, there's no lack of options; luckily, they vary in their types, features, and costs. The purpose of this article is to present you with best ticketing systems we've collected for your communication needs. We'll look at their features, pricing plans, and other important things like security, integrations, etc.

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A Detailed Review of the Best Ticketing Systems for Slack

The most critical feature of a ticketing system is its ability to create tasks, assign them to the right agent, and prioritize them based on their urgency. While most ticketing systems provide this feature, other aspects should be considered before picking the appropriate system for your customer support team.

Here's some information about the top ticketing systems that integrate with Slack, allowing for efficient tracking and management of customer service requests:

ClearFeed

ClearFeed is a Slack-native ticketing system that makes it easy to create and resolve tickets from Slack and connect it with ticketing and task management tools like Zendesk, Freshdesk, JSM, Intercom, Hubspot, ClickUp, Github & Linear.

Key Features:

• Easy Ticket Creation from Slack: Users can convert a Slack message into a ticket by adding an emoji (🎫) or automatically. Tickets can be created from Sack channels or private messages.
• Reply and Collaborate from Triage Channels: Agents can collaborate privately on Tickets in Slack from a triage channel. They can post private messages, update ticket fields, assign and close tickets from within Slack.
• Forms in Slack: Admins can configure Forms that can be filled out from within Slack while creating tickets. These can be used to route the tickets to the right service team.
• Customer Satisfaction (CSAT) surveys. can be sent to customers right after problem resolution, enabling immediate feedback that is beneficial for evaluating support effectiveness.
• GPT-Powered Answers: ClearFeed can use Confluence, Google Docs, Notion, Sharepoint and any documentation website to automatically generate answers and find information relevant to a user request.
• SLA Management and Alerts: Admins can configure SLAs and Alerts that use AI to detect pending responses in real-time.

Pricing: Here’s a quick overview of ClearFeed's pricing plans (when used as an internal ticketing solution):

• Free tier: $0/month for 1 agent
• Starter tier: $24/month/agent
• Professional tier: $49/month/agent
• Enterprise tier: Custom pricing

To know more about ClearFeed's external helpdesk integration pricing plan, check out this.

Zendesk

Zendesk is an omni-channel ticketing system designed for both customer and employee support teams. You can integrate Zendesk with Slack, Jira, Microsoft Teams, and other essential workplace solutions. 

Key features

• Zendesk facilitates trigger-based notifications in Slack related to support activities. Examples include instances when the support team members assign a task, alter its status, or append a comment.
• Zendesk also empowers the support team to generate tickets straight from the Slack app using an easy-to-use slash command.
• An Answer Bot is provided in Slack, designed to scan the Zendesk knowledge base and supply suitable, action-oriented articles whenever a customer poses a question within the Slack platform.
• The "side conversations" functionality in Zendesk allows agents to kick-start and engage in Slack thread discussions — all within the scope of a particular support ticket.

While Zendesk is a popular ticketing system - but it's Slack integration struggles because of only unidirectional synchronization for tickets. For instance, Zendesk doesn't establish a seamless, friction-free, sync of ticket comments and status - with a Slack thread. Important functionality like Forms is not available inside Slack.

Pricing: Zendesk offers seven pricing models that vary based on the number of agents. Here’s a quick annual cost overview:

• Support Team: $19/month per agent
• Support Professional: $55/month per agent
• Support Enterprise: $115/month per agent
• Suite Team: $55/month per agent
• Suite Growth: $89/month per agent
• Suite Professional: $115/month per agent

The pricing for Enterprises is tailor-made by Zendesk's sales team, taking into account the particular needs and requirements of the organization.

Hubspot Service Hub

HubSpot Service Hub serves as a ticketing authority for customer support teams, enabling them to rank incoming tickets and furnish customized solutions via chatbots and live messaging. This platform is crucial in enhancing customer relationships while increasing operational efficiency.

Key features

• HubSpot Service Hub dispatches notifications corresponding to CRM activities via Slack. This includes reminders for task assignments or due dates, mentions of particular team members, and form submission updates.
• It can transform a Slack conversation into a task, ticket, deal, or contact and then send notifications to Slack by establishing workflows within the HubSpot platform.
• Shares service reports and insights from Hubspot to dedicated Slack channels.

Pricing: Hubspot offers three pricing options listed below:

• Free: $0/month per agent
• Standard: $6.67/month per agent
• Plus: $12.50/month per agent

Freshdesk

Freshdesk is one of the best ticketing systems that simplifies communication and collaboration among support, customers, and product teams. You can convert complaints into tickets and route them to suitable agents for faster resolution.

Key features

• With no need to switch tabs or initiate Freshdesk, Slack messages can be effortlessly transformed into tickets. Adding private notes, only visible to internal teams, enhances inter-group collaboration, enabling prompt and insightful resolution of critical issues.
• Expedite issue resolution by automating the delivery of Freshdesk ticket notifications to relevant Slack channels, ensuring real-time updates are available instantly.

Pricing: Freshdesk, like others, has four pricing models given below:

• Free: $0/month per agent (Up to 10 agents) 
• Growth: $15/month per agent
• Pro: $49/month per agent
• Enterprise: $79/month per agent

Jira Service Management

Jira Service Management offers built-in support ticket templates and automation to meet a business’ support needs. It provides a unified overview of all customer complaints to manage and collaborate easily. 

Key features 

• Connecting Jira Service Management to your Slack workspace enables you to create a Slack channel for the incidents generated by the customers and receive notifications in Slack instead of email.
• Responders defined in the Jira Service Management system for a reported incident are automatically invited to join the Slack channel and can start collaborating with the customers immediately.

Pricing

• Free: $0/month per agent (up to 3 agents)
• Standard: $22/month per agent
• Premium: $49/month per agent

Regarding enterprises, Jira Service Management (JSM) offers a more personalized pricing model typically determined based on many enhanced features.

Zoho Desk

Zoho Desk allows customer support teams to execute multi-channel support by offering smooth integrations with Zoho CRM, Slack, Zendesk, and other native applications. This tool empowers agents with contextual support and helps them stay productive.

Key features

• Receive real-time notifications on the right Slack channels every time a new ticket is opened or closed in the Zoho Desk app, reply to those inquiries, and get customer satisfaction ratings on the status of an issue.
• Sends a daily report detailing the status of open and closed tickets every morning and evening.

Pricing

• Standard: $9.64/month per user
• Professional: $16.86/month per user
• Enterprise: $28.91/month per user 

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Ticketing Systems That Are Designed to Make Your Life Easier

Slack is a must-have business app, but if you use it for customer support, one of the most important features is that you can send your users to update their orders in Slack. The easiest way to do this is by setting up a ticketing system within Slack. In this article, we've mentioned a few ticketing tools and how they function in Slack. Each has its benefits, so you'll have to do some research based on your needs and the features offered by each tool.

ClearFeed’s ticketing solution is a great option for Slack users; it's relatively easy to set up and can streamline your team's communication. There are plenty of features out there, and above all, we offer reasonable pricing structures based on the functionalities that may fit within your team's needs and number of tickets generated. Would you like to know more about us? Book a demo today.