Top 13 Automated Ticketing Tools for Customer Support in 2025

Customer expectations are no longer what they used to be. They want fast, accurate, and helpful support every time they reach out. 

But if your team is stuck manually triaging tickets, juggling channels, and repeating the same tasks, it’s only a matter of time before things slip.

Automated ticketing systems can change that. By handling busywork, such as categorizing requests, assigning the right agents, and even replying with AI, these tools free your team to focus on solving real problems.

In this guide, we’ll walk you through the top 13 automated ticketing systems that'll help you manage high volumes of customer support queries efficiently.

Let's get started,

An automated ticketing system is software that utilizes AI and automation to simplify the ticketing process by capturing key details, such as issue type, priority, and customer history, and routing to the right team member. 

Modern AI ticketing platforms, like pagergpt, offer AI agents that independently handle common support requests, such as order updates or password resets. And since these systems fit into your existing tools, they make it easier for teams to collaborate quickly and keep things running smoothly.

We’ve handpicked the top 13 automated ticketing tools with their key features, pros, cons, and pricing. 

If you want a quick glance before we dive deep into each tool, here’s a comparison table for you,

pagergpt

pagergpt is an AI agent platform purpose-built to automate and scale customer support. With its intuitive drag-and-drop Agent Studio, you can quickly build and deploy AI agents trained on your company data to handle routine questions, route tickets, and deliver fast, accurate responses across live chat, email, and social channels. The platform offers a wide range of tools and features, including a shared live inbox, AI copilots, and custom workflows, that help your team stay productive and deliver a seamless customer experience 24/7. 

Key features of pagergpt:

• AI copilots: The platform provides built-in AI copilots that help support agents by suggesting replies, surfacing past chats and documents, and recommending actions in real-time to speed up responses and enhance customer interactions.

• Shared live inbox: With this feature, support teams can manage customer conversations from multiple channels like WhatsApp, Slack, and Facebook in one place. This allows for maintaining consistency in support and facilitates smooth collaboration.

• Multichannel and multilingual support: The platform allows you to deploy agents across all major communication channels and respond in over 90 languages, creating a more accessible and localized support experience.

• AI workflows: You can define routing rules, set conditions for escalations, and create self-service flows that guide customers through step-by-step actions.

• Prebuilt actions and integrations: pagergpt integrates with tools like Zendesk, Notion, Stripe, Google Drive, Calendly, and SharePoint. You can trigger actions like generating invoices, scheduling meetings, or pulling data directly from the chat interface.

• Analytics and reporting: The platform provides real-time dashboards to monitor key metrics such as ticket volume, response times, agent performance, and unresolved queries. You can also track user behavior and lead data for better decision-making.

Pros

• No-code setup: Enables teams to build and launch AI agents without requiring developer support.

• Fast implementation: Ready-to-use templates and plug-and-play components speed time to value.

• Flexible integrations: Allows you to automate payments, onboarding, and password resets all in one platform.

• Cost-effective scaling: Affordable pricing tiers keep overhead low as ticket volumes grow.

• Accurate, brand-aligned responses: Agentic retrieval-augmented generation ensures responses stay accurate and on brand.

Cons

• Limited documentation: Documentation is limited, so a complex setup may require trial and error.

• Limited pricing details: Pricing details beyond the standard plans can be unclear without a custom quote.

Pricing

• Magic: $0/month, includes unlimited messaging for 100 sessions, one chatbot, and one admin.

• Business: $349/month, includes live-chat inbox and unlimited messaging for 1,000 sessions.

• Enterprise: Custom pricing and features.

Schedule a demo with pagergpt 

Zendesk

Zendesk organizes customer requests from email, chat, phone, and social into one dashboard. It offers AI-powered automations, such as macros, triggers, and bots, to handle repetitive tasks. A built-in help center enables you to deflect routine queries, while SLA policies ensure that response and resolution times are met. With customizable dashboards via Zendesk Explore and hundreds of integrations, it adapts to any workflow.

Key features

• Omnichannel ticketing: Zendesk brings email, chat, voice, and social into a unified queue. Agents see every conversation and response history in a single dashboard, so they never miss a message across channels.

• AI-powered automation: Zendesk utilizes AI bots, rules, and triggers to automatically tag, route, and prioritize tickets. This eliminates routine manual tasks and ensures that issues are directed to the correct support teams without requiring human intervention.

• Self-service help center: Zendesk’s help center hosts searchable articles and a customer portal. Users find answers on their own and submit tickets only when needed, significantly cutting ticket volume and freeing agents immediately.

Pros

• Powerful automation: Robust workflows handle routine tasks like routing and tagging without manual input.

• Reliable support and documentation: Zendesk’s support team and thorough documentation help teams troubleshoot and adopt best practices efficiently.

Cons

• Developer reliance for customization: Advanced customizations often require technical resources.

• Limited ticket hierarchy: Zendesk lacks built-in ticket duplication and parent-child structures, making it harder to manage related issues.

Price: 

• Support Team $19 /month

• Support Professional $55 /month

• Support Enterprise: $115/month

Freshdesk

Freshdesk by Freshworks is a cloud-based help desk that consolidates email, chat, phone, and social support into a single platform. It combines powerful automation, AI-driven assistance, and self-service tools to streamline workflows and keep teams focused on solving customer issues.

Key features

• AI assistance (Freddy AI): Freddy AI drafts responses, suggests articles, and analyzes sentiment. Agents work faster and maintain consistency, even during peak periods.

• Reporting and analytics: You can track ticket trends, response times, and agent performance. The built-in reports surface insights without manual data crunching.

• Workflow automations: Create rules that assign, prioritize, or close tickets based on triggers or time conditions. This cuts manual steps and keeps tickets moving.

Pros

• Wide integration ecosystem via Freshworks Marketplace

• Powerful automation rules reduce manual work on routing and tagging

Cons 

• Performance can lag under a heavy ticket load

• Advanced analytics features are available only in higher-tier plans

• Freddy AI features require Pro or Enterprise plans, adding to costs

Pricing

• Free Plan: $0

• Growth: $15

• Pro: $49

• Pro + AI Copilot Bundle: $78

• Enterprise: $79

Zoho Desk

Zoho Desk is an automated ticketing system designed to streamline support with built-in AI, automation, and a customizable workspace. It gathers tickets from email, chat, phone, and social channels, then uses Zia (Zoho’s AI) to automate workflows, suggest solutions, and deliver insights, all within a single portal.

Key features

• Zia AI assistant: Zia analyzes ticket content to suggest replies, detect sentiment, and automate routine actions, such as ticket triage and priority tagging.

• Blueprint visual workflows: The drag-and-drop Blueprint builder enables you to map out and automate multi-stage processes, such as escalations or approvals, ensuring each ticket follows your defined steps.

• Omnichannel support: Collects requests from email, chat, phone, and social into one unified inbox. Agents can view the full conversation history without switching apps.

Pros

• Built-in AI assistance: AI features via Zia come at no extra cost, offering sentiment analysis and auto-triage without additional setup.

• Strong ecosystem integration: Seamless integration with other Zoho products and access to a wide third-party marketplace make it easy to extend functionality.

Cons 

• Cluttered interface: Users report that the UI can feel unintuitive, particularly when setting up advanced features.

• Limited analytics on lower plans: Tools like Radar and lifecycle reports are only available on higher-tier plans, restricting access for budget-conscious teams.

Pricing:

Starts at $9.52/user/month (billed yearly) and $15.48/user/month (billed monthly).

Jira service management 

Atlassian’s Jira Service Management isn’t just for IT teams. It creates tickets from custom request forms, enriches them with customer context, and routes them using low-code automation rules. Deep links to Jira Software and Confluence ensure agents see development work and knowledge articles alongside every request. Built-in SLAs and AI-powered self-service help resolve common issues quickly while keeping complex cases on track. 

Key features

• Custom request types and forms: Define support categories such as billing, feature requests, and bug reports with tailored fields and conditional logic. Capturing the right information upfront cuts follow-up questions and speeds up resolution.

• AI-powered self-service portal: The customer portal suggests relevant Confluence articles before users submit a ticket. AI-driven recommendations reduce routine requests, allowing agents to focus on more complex problems.

• Customer context panel: Every ticket displays purchase history, past interactions, and support tier in a single sidebar. Agents get full context without hunting through other systems, reducing handle time.

Pros

• Quick onboarding with templates: Prebuilt templates and an intuitive UI allow teams to get started fast without a steep learning curve.

• Seamless product integration: Linking tickets to Jira Software issues and Confluence articles keeps development, documentation, and support tightly connected.

Cons 

• Steep learning curve for non-technical users: Non-technical agents may require additional time to become familiar with form configurations and workflow setup.

• Rising costs: Pricing can increase rapidly as more users are added or advanced features are turned on.

Pricing: 

Paid plans start at $650 per year for up to three agents. A free plan and a seven-day free trial are available.

Fin AI by Intercom

Fin AI is Intercom’s built-in AI agent platform that answers routine and complex customer queries across chat, email, and messaging apps. It uses no-code tools to customize behavior, learns from past interactions to improve accuracy, hands off tough issues to humans, and supports over 45 languages and detailed real-time analytics dashboards.

Key features

• Multi-source generative answers: Fin AI constructs answers using relevant information from multiple knowledge sources, allowing it to create more comprehensive responses and enhancing its ability to solve complex questions.

• Omnichannel support: Fin AI helps you resolve complex customer queries across all your support channels, including email, live chat, phone, SMS, and social media. It tailors answers specifically for each channel, ensuring customers receive a seamless experience.

• Human handoff: You can configure how and when Fin AI triages conversations or hands off to your human support team.

Pros

• Fast onboarding flow duplication: The platform allows users to easily duplicate onboarding flows, making it faster to create personalized experiences for different user segments.

• Unified support workspace: Intercom combines live chat, help articles, and development tools in one platform, streamlining collaboration across support, content, and product teams.

Cons 

• Frequent bot escalations: When questions are not straightforward for bots to handle, they’re escalated to human agents, which creates friction in the customer experience.

• Inefficient contact management: Merging duplicate contacts or conversations is less intuitive compared to other CRMs, slowing down cleanup and contact management.

Pricing:

• Essential: $29/month per seat (billed annually) or $39/month per seat (billed monthly)

• Advanced: $85/month per seat (billed annually) or $99/month per seat (billed monthly)

• Expert: $132/month per seat (billed annually) or $139/month per seat (billed monthly)

Help Scout

Help Scout offers a shared inbox for email and chat, a self-service knowledge base, and simple automation that feels personal, not transactional. Teams can set up in minutes and deliver fast, friendly support without wrestling with complex workflows.

Key features

• Shared inbox: Consolidates email and live chat into one view, with collision detection preventing agents from sending duplicate replies and keeping everyone on the same page.

• Docs knowledge base: Host and organize help articles in a branded portal; both customers and agents can search before opening a ticket.

• Beacon: This is an embedded live chat that helps customers find answers in relevant knowledge bases and FAQs, eliminating the need to contact a live agent.

Pros

• Intuitive email management: Help Scout’s organized workspaces and tools make handling inbound customer emails straightforward and efficient.

• Self-service support: The built-in knowledge base and live chat options empower users to find answers independently.

Cons 

• Workflow toggle risk: The lack of a confirmation dialog between auto and manual workflows can lead to accidental bulk responses when toggling settings.

• Spam folder glitches: The spam folder sometimes shows active messages that vanish when opened, raising concerns about missed emails.

Pricing: 

• Free $0

• Standard $50/month

• Plus $75/month

HappyFox

HappyFox is an automated ticketing system that combines a powerful Smart Rules engine with AI assistance to automate ticket routing, response suggestions, and workflow management. It supports email, chat, phone, and social channels, and gives the flexibility and controls that your support teams need to manage high-volume tickets with ease.

Key features

• Automatic ticket assignment: Tickets are automatically assigned to active agents or distributed evenly across teams, ensuring a workload is evenly distributed without manual oversight.

• Ticket templates: Predefined templates speed up ticket creation by auto-filling common fields, which cuts setup time and enforces consistency

• AI agents: HappyFox AI agents analyze incoming tickets to suggest replies, summarize context, detect urgency, and draft knowledge articles, speeding up resolution and improving accuracy

Pros

• Cross-team collaboration: Users say HappyFox brings all teams together in one platform, making it easier to work through issues without siloed handoffs.

• Boosted capacity and efficiency: The platform enables teams to group and tag issues by type, allowing them to handle more requests without increasing headcount.

Cons

• Unclear email notifications: The platform’s notification settings aren’t intuitive, leading to missed or confusing updates.

• Overreliance on AI: Users say the push toward AI-generated replies can feel impersonal, so agents still need to review and add a human touch.

Pricing: 

• Standard: $14/month

• Premium: $ 29/month

• Enterprise:$39/month

LiveAgent

LiveAgent combines ticketing, live chat, call center features, and AI in a single platform. It routes requests from email, phone, chat, and social channels into a single dashboard and utilizes automation and AI agents to expedite resolutions. Teams can start quickly with a free plan and scale seamlessly as volumes grow.

Key features

• Smart automation rules: Set up “if-then” rules and time-based actions to automatically tag, route, or close tickets, eliminating manual steps and keeping queues moving.

• AI chatbot: The built-in AI Chatbot handles routine queries and FAQs, escalates complex issues to agents, and works around the clock to deflect common tickets.

• Self-service portal: A branded customer portal and knowledge base enable users to find answers and submit tickets only when needed, reducing ticket volume.

Pros

• Integrations: The extensive integration library enables seamless connections to CRMs, e-commerce tools, and social media platforms without requiring custom development.

• Visitor monitoring: Real-time visitor monitoring enables proactive customer engagement, helping agents address issues before they escalate.

Cons 

• Outdated interface: The interface can feel outdated and cluttered, which may slow adoption for your new team members. 

• Occasional slowdowns: Users report that the platform occasionally experiences slowdowns and glitches, which can impact real-time chat and automation.

Pricing: 

Paid plans start at $9 per month, billed annually. A free plan and 14 and 30-day free trials are available.

TeamSupport

TeamSupport is an automated ticketing system built for B2B support teams. It centralizes customer tickets, account data, and product context in one portal, then utilizes automation and AI to route requests, flag urgent issues, and surface insights, so agents spend less time on data entry and more time resolving problems.

Key features

• Account-level insights: Support teams can view detailed histories, usage patterns, and product feedback at the account level. This helps identify high-risk accounts and personalize responses.

• AI-Powered Assistance: The platform includes built-in AI tools for ticket summarization, sentiment analysis, and chatbot support.

• Custom ticket types and fields: Define multiple ticket categories with tailored forms and custom fields so you capture the right information up front

Pros

• Custom workflows and ticket types: Flexible ticket types and custom fields adapt easily to unique workflows

• AI-powered insights: AI summaries and sentiment detection speed up case reviews and highlight urgent tickets

Cons 

• Confusing interface: The interface can feel cluttered when configuring dozens of custom fields and workflows

• Steep learning curve for setup: Non-technical users may struggle with initial setup and advanced customization options.

Hiver

Hiver is an AI-first ticketing system that extends Gmail to handle email, live chat, WhatsApp, and voice from one shared inbox. Its AI bot, Harvey, automates routine tasks, auto-closes tickets that need no follow-up, and suggests replies, so agents spend less time on manual work and more on solving customer issues

Key features

• AI summarizer: AI analyzes ticket threads to generate concise summaries and detect sentiment, providing agents with the necessary context in seconds.

• Multichannel support: Beyond Gmail, Hiver connects to live chat, voice, and other channels, letting teams handle all customer requests in one system

• Harvey AI bot: Automatically closes emails requiring no further action and drafts reply suggestions for common inquiries.

Pros

• Seamless Gmail integration: Teams can launch support directly within Gmail using intuitive rule builders and shared inboxes.

• Strong integration:The platform offers wide integrations, with over 100 apps, including Jira, Salesforce, and HubSpot, to centralize customer context.

Cons 

• Limited workflow customization: Compared to other platforms, Hiver lacks advanced automation features for complex workflows.

• Inadequate mobile functionality: Mobile apps lack full support for AI features, which can reduce efficiency for agents on the go.

Pricing:

Starts at $19/user/month (billed annually) and $24/user/month (billed monthly).

SysAid

SysAid is a widely used automated ticketing system primarily designed to empower IT teams in optimizing operations and elevating IT support. However, its feature set also aligns well with customer support needs, offering versatile tools for external users. 

Key features

• Automated ticket routing and prioritization: AI and rule-based automation categorize and assign tickets to the right team or agent based on criteria like urgency or workload.

• Customizable workflows: Build and automate multi-stage processes, such as escalations and approvals, using a visual workflow designer or simple rules.

Pros

• Easy-to-use ticketing system: The platform simplifies ticket creation and tracking, with automation that improves response times.

• Responsive support: SysAid’s support team and online community are quick to respond and share helpful solutions.

Cons 

• Primarily designed for internal IT teams: Most features are ITIL-aligned, which is more relevant for managing employee or technical user support than large-scale customer operations.

• Complicated configuration: Some users report that advanced features are complicated to configure and may need engineering help.

Pricing:

Contact SysAid for pricing details.

SolarWinds

SolarWinds Service Desk is a cloud-based IT and customer support platform that combines automated ticket routing, AI-powered assistance, and integrated asset management.

Key features

• Alert-based ticket creation: Converts monitoring alerts (for servers, networks, and applications) into tickets with all relevant context attached.

• Custom SLA workflows: The platform enables you to define SLAs with targets such as time-to-assignment and resolution, apply them to specific request types, pause timers during non-business hours, and trigger alerts or escalations when any breach occurs. 

• Automated acknowledgments: Sends instant, customizable responses to let users know their issue is logged.

Pros

• Simple and intuitive interface: Users consistently mention that the platform is easy to use, both for admins and end-users, and the ticket creation process requires minimal effort.

• Smart AI suggestions: The platform’s AI suggestions improve data consistency and speed up the overall ticket resolution process.

Cons 

• Reporting features need improvement: Users find the built-in reporting tool underpowered, particularly when compared to what is available on competing platforms.

• Limited chatbot capabilities: The built-in chatbot is basic, and users mention it may require extra customization to handle more complex or natural conversations.

Pricing:

Paid plans start at $39 per technician/month (billed annually) 

Support tools should do more than just process tickets. They should help your team move faster, serve customers better, and reduce pressure across the board. 

These are the benefits you should expect from any automated ticketing system worth using:

Lower operational costs

Manual ticket handling is slow and expensive. As volume increases, you either fall behind or incur additional costs for headcount. 

Automated ticketing systems reduce that pressure by handling routine steps like assigning tickets, tagging issues, or resolving FAQs through AI agents. 

This lets you handle spikes in demand smoothly and reduce customer support costs.

Improved agent productivity

Agents spend too much time on repetitive tasks, such as sorting tickets, pulling customer information, or retyping the same replies. Automation handles those steps instantly. Tickets come in pre-categorized and routed. 

AI copilots suggest responses or summarize long threads. This helps agents focus on solving actual problems instead of managing workflows, making better use of their time, and increasing the number of tickets they can handle in a day.

Better customer experience

Automated customer support systems help by pulling in customer history, preferences, and past interactions, so agents don’t start from scratch. For common requests, such as subscription upgrades, order updates, and password resets, AI agents can step in immediately to resolve customer queries. 

Data-driven insights 

In traditional systems, you don’t know what’s slowing your team down or why the same issues keep showing up. There’s no easy way to track common problems, resolution times, or the causes of delays. 

Automated ticketing tools collect this data for you. They reveal the types of issues that occur most frequently, which ones take the longest to resolve, and where your process breaks down. This helps you make better decisions and provide more effective support based on real information.

Choosing a system based on brand name only can backfire. What matters is how the features support your team’s day-to-day work. 

Below are the core capabilities to look for if you want your investment to pay off.

Collaborative features

Customer support is not a solo job. 

Look for tools that offer a shared live inbox for a unified view of incoming tickets and allow support agents to share internal notes, tag teammates, and escalate tickets without switching platforms. 

This keeps handoffs smooth, reduces duplicate work, and helps teams resolve issues faster with the right context in one place.

AI knowledge base

An AI knowledge base helps deflect common questions by suggesting articles to customers and the support team. It reduces ticket volume and speeds up responses. 

As content grows, AI ensures relevant answers are surfaced automatically, without relying on human agents to search or guess what information is most helpful.

Custom Workflows

Look for a tool that allows you to customize workflows based on your specific processes. You should be able to set priorities, auto-tag issues based on keywords, and define routing conditions to escalate high-impact or unresolved issues. 

This reduces manual work, shortens response times, enhances the customer experience, and ensures that every ticket is handled by the right team member.

Multichannel and multilingual capabilities

Today’s customers expect you to meet them where they are and speak their language.

Look for a platform that enables you to provide customer support across multiple channels, such as Slack, email, Instagram, or WhatsApp, and has the ability to handle queries in multiple languages. 

Plus, the platform should organize all the queries from different channels in one single inbox, so that it’s easier for your team to collaborate and resolve issues. 

AI Copilots

When ticket volume is high, agents spend a lot of time repeating the same actions, like writing similar replies, reading through long threads, or filling in the same fields. AI copilots handle these tasks automatically. They help agents respond more quickly, avoid mistakes, and stay focused, especially during busy shifts or when onboarding new team members.

AI Analytics and reporting

It’s hard to improve support if you can’t see what’s slowing things down. AI-powered reporting enables you to track patterns in tickets, identify common issues, and assess team performance. 

Instead of digging through spreadsheets, support leaders get clear insights to make faster, better decisions and improve how the team works.

So far, we’ve covered top tools, key features, and real benefits. If you’re ready to invest in software that truly fits your support team, focus on these four factors as you compare options.

Ease of use

The best ticketing platforms let your team get started on day one. Select tools that require minimal setup and offer no-code or low-code configuration options.

This means that support staff can adjust workflows, forms, and automation without needing to request assistance from engineering. Faster onboarding keeps your team focused on customers, not learning a complex new system.

Scalability

Your ticketing solution must handle growth without missing a beat. Verify that it can handle increasing ticket volumes, a growing team, and peak traffic periods without slowing down. Look for clear guarantees on uptime and performance. 

A scalable system keeps your support reliable, whether you’re processing dozens of tickets or thousands.

Total cost of ownership

A low monthly fee can hide extra expenses. Ask about add-on costs, usage-based charges, and fees for advanced features. 

The most transparent vendors clearly outline all pricing tiers and what each tier covers. By understanding the full cost upfront, you avoid surprise bills and know exactly what budget you need as your team utilizes more capabilities.

Customer support

Your vendor’s support matters as much as their software. Read reviews on G2 or Capterra to see how responsive they are when problems arise. 

You want a provider that offers clear onboarding guidance, thorough documentation, and quick access to live help. Strong vendor support keeps your team moving forward and avoids downtime when you need assistance.

If you’re wondering which tool checks every box—no-code setup, low-code automation, AI copilots, a shared live inbox, multichannel and multilingual support, transparent pricing, and robust security, pagergpt is your answer.

With pagergpt, you can streamline your ticketing process without headaches and deliver consistent, top-notch support 24/7. It resolves issues at lightspeed, driving down costs and boosting customer loyalty. Try pagergpt today.