Best Ticketing Systems - 7 Top Software and Use Cases in 2025 (With Thunai Integrations)

Do your customer support requests end up in many different places? 

Delayed responses from this can lead to unhappy customers and overworked agents.

This lack of order is very common for most enterprises and growing companies!

For this reason, this guide will walk you through the best ticketing systems for different use cases in 2025 and how using AI agents powered by Thunai can improve this.

What is a Ticketing System?

A ticketing system is a software tool that people use it to manage and improve the way customer service and support are done. It works by making a 'ticket' every time a customer gets in touch. In other words, this happens no matter how they contact you. 

These systems let support teams take in, track, manage, and sort out customer requests. Everything is kept in one place. 

Each ticket logs the conversation history. It also keeps track of internal notes, status, priority level, and the agent assigned to it. This method helps to stop any request from being missed.

Ticketing systems also give you the structure you need to deliver customer support that is consistent, efficient, and measurable.

Key Features of the Best Ticketing Systems

A high-performing support team needs a ticketing system with good features. The best platforms do more than just make tickets. Instead, they give you a set of tools. These tools are designed to improve efficiency, teamwork, and customer happiness. Here is a list of key features that help the best IT ticketing systems stand out:

1. Omnichannel Support: This feature gathers up requests from all customer channels. For instance, it collects from email, chat, web forms, social media, and phone calls. The requests are then put together into a single, unified inbox. This gives agents a full picture of the customer's history.
   
2. Automation and Workflows: These are tools for carrying out repeated tasks automatically. For example, this includes sending tickets to the right agent or department. It also involves sending out pre-written replies for common questions.
   
3. Reporting and Analytics: These are dashboards and reports. They give you insights into important support numbers. These numbers include things like ticket volume, how fast you first reply, and how long it takes to solve an issue.
   
4. Knowledge Base Connection: A built-in knowledge base lets teams write down and manage articles and FAQs. These articles can be shared to help people out. This lets customers find answers on their own.
   
5. Collaboration Tools: These features let agents team up to solve a ticket. This can include writing private notes for other team members. It also includes the ability to @mention another person to ask for help. 

How Ticketing Systems Work

A ticketing system follows a direct and effective process. This process makes sure every customer request is dealt with in a structured way. Here is a step-by-step breakdown of how a ticket usually moves through the system:

1. First, a Ticket is Created: A ticket is made automatically any time a customer gets in touch with your company. This happens through a connected channel. For example, they might send an email or fill out a web form. Agents can also put in tickets by hand during a phone call.
   
2. Next, it is Categorized and Prioritized: After it is created, the ticket then gets a unique reference number. Based on the rules you have set up, it is put into a category, like 'Billing Issue'. It is then given a priority level, for instance, Low, Normal, or High. Finally, it is assigned to the correct agent or team.
   
3. Then, the Agent Responds and Solves it: The assigned agent takes charge of the ticket. They talk with the customer and add internal notes. They then work to find a solution. The entire chat history is logged inside the ticket. If they need to, they can work with other team members. Ticketing systems can also pass on the ticket to a senior agent.
   
4. Finally, the Ticket is Closed: After the customer's issue is sorted out, the agent sets the ticket status to 'Closed'. Often, an automated follow-up email is sent to the customer. This email may have a satisfaction survey to get feedback on their support experience. The closed ticket stays in the system as a past record.

Thunai Connections with Third-Party Ticketing Tools

Your existing ticketing platform is a powerful tool. It’s excellent for keeping your customer support and IT operations highly organized.

However, the future of service lies in predictive intelligence. Whether you use Jira, ServiceNow, HubSpot Service Hub, Freshdesk, Intercom, or Zendesk, manually analyzing thousands of tickets for trends is inefficient. Integrating these helpdesks with an AI platform like Thunai provides a decisive competitive advantage.

Thunai connects directly to your existing service desk software. This integration allows you to gain a profound understanding of user conversations. Instead of merely managing tickets, you begin learning from every single interaction at scale.

• Automated Ticket Analysis: Thunai's AI reads and analyzes the text of every single ticket from your platform. It automatically determines user sentiment—identifying happiness, frustration, or anger. It also pinpoints conversation topics and extracts key action items from the dialogue. 
• ‍Intelligent Knowledge Creation: By analyzing recurring issues across all your ticketing systems, Thunai spots critical gaps in your knowledge base. It then automatically drafts new support guides, updates FAQs, or suggests content that addresses common problems. This proactive approach helps to significantly reduce future ticket volume before those queries are ever submitted.‍
• Activating AI Voice, Chat, and Email Agents: The insights gathered from your ticketing tools are used to activate Thunai’s autonomous AI agents. Deployed across chat, email, and voice, these agents leverage your entire, newly enriched knowledge base to provide instant, accurate answers. This frees up your human support and IT teams to focus only on the most complex and high-value interactions.

Top Use Cases of the Top Ticketing Systems in 2025

Picking out the right ticketing system depends on many things. For instance, it depends on your team's size, your budget, your current software, and what you need to do.

1. Jira Service Management - Best Ticketing Tool for Big Software Companies

Jira Service Management is very well known in the software development world. It is a true IT Service Management (ITSM) powerhouse. Because of this, it is excellent at managing IT support and dealing with incidents.

It is one of the best ticketing systems for companies that already use Jira for project management. In addition, if you pair it with Thunai, you allow your team the capability to raise issues automatically using AI voice and chat agents without manual intervention.

This makes it easy to pass on bugs and feature requests from support tickets to the developers.

• Best For: IT teams and companies with a big software development part.
• Key Feature: Native connection with other Atlassian tools like Jira Software and Confluence.
• Ideal User: Companies needing a capable ITSM solution to link up support work with development workflows.
  

2. ServiceNow - Good ITSM for Company-Wide Automation

ServiceNow is a very large, enterprise-level platform. It does much more than simple ticketing. In fact, it is a complete digital workflow solution.

ServiceNow is a ticketing tool designed for big companies. These companies need to manage complex IT work, employee tasks, and customer service all under one roof.

Its main strength is its ability to automate and connect jobs across the whole company. This ticketing system can include everything from HR tasks to fixing customer problems.

• Best For: Large enterprises that need a single, powerful platform for ITSM and company-wide automation.
• Key Feature: Lots of customization options and a giant ecosystem of apps.
• Ideal User: Big companies that want one platform to digitize and manage complex service delivery.
  

3. HubSpot Service Hub - Best Ticketing for Sales and Marketing Teams

HubSpot Service Hub is one part of the bigger HubSpot CRM platform. This platform also has tools for marketing, sales, and content. Its biggest plus is the smooth mixing of customer service data with a customer's full history.

This gives agents great background information for every conversation. It is an excellent choice for companies, especially smaller ones. More specifically, it is one of the top IT ticketing systems for those who want a single view of the entire customer journey without the headache of connecting many different systems.

• Best For: Small to medium-sized companies that already use or plan to use the HubSpot CRM.
• *Key Feature: A complete, single view of the customer across marketing, sales, and service.Ideal User: Companies that want to coordinate their customer support work with their sales and marketing plans.
  

4. Freshdesk - An Easy-to-Set-Up Support and Ticketing System

Freshdesk is a helpdesk software that is easy to get started with. For this reason, it is popular with small and mid-sized companies. This ticketing system has a lot of good features. 

This includes strong support across many channels and AI-powered automation. It also has self-service functions, all for a good price.
Freshdesk is known for being quick to set up and simple to use. This is one of the best helpdesk ticketing systems for companies that need a powerful yet direct solution without a high enterprise cost.

• Best For: SMBs looking for a feature-rich, easy-to-use helpdesk.
• Key Feature: An easy-to-use interface combined with powerful automation.
• Ideal User: Teams that need a capable ticketing system they can set up fast and manage easily.
  

5. Intercom - Best IT Ticketing System for Conversational Support

Intercom calls itself a 'Conversational Relationship Platform'. It puts a lot of weight on talking with customers proactively through real-time chat. While it can handle tickets, its main strength is its set of tools for talking with customers.

 It does this with a powerful business messenger. It uses AI chatbots to find new leads, help new users get started, and give instant answers. This makes it perfect for SaaS companies and online businesses that want to give a modern, chat-first support experience.

• Best For: SaaS and online companies that want to give proactive, conversational support.
• Key Feature: A powerful, AI-driven business messenger for real-time chats.
• Ideal User: Companies wanting to switch from reactive email support to a proactive, chat-based model.
  

Zendesk - Best for Tech Companies With a Wide Tech Stack

Zendesk is a very established and well-known name. It is known in the customer service space.

The ticketing platform's strengths are its capable functions across all channels and its large app marketplace. This marketplace has over 1,000 connections. This ticketing system is also has powerful reporting tools. 

All in all, Zendesk gives you a balanced, complete solution. It is powerful enough for big teams and adaptable enough for growing ones.

• Best For: Companies of all sizes looking for a flexible, scalable, and reliable ticketing platform.
• Key Feature: A huge marketplace of third-party connections and many customization options.
• Ideal User: Companies that need a mature, all-around solution that can grow as their company does.

Comparison Table: Top Ticketing Systems

Factors to Consider When Choosing a Ticketing System

To help you pick out the right platform for long-term use, you should look into your options. It is a good idea to weigh ticketing systems against these important factors:

1. Scalability: Can this ticketing system grow with your company? A platform that works well for a team of five might not work for a team of fifty. You should look for flexible pricing plans. Also, look for a design that can handle more tickets and a bigger team later on.
   
2. Connections: A tool must work well with others. So, you should check that the ticketing system connects smoothly with your other important software. This includes your CRM, project management tools, and chat platforms like Slack or Microsoft Teams.
   
3. Ease of Use: A system that is hard to use will lead to problems. Agents will not want to use it, and work will slow down. You should look for a user interface that is easy to understand. This is important for both agents and the people who manage the system. The best platforms are powerful but not hard to manage.
   
4. Reporting Capabilities: Your ability to get better depends on your ability to measure your work. You should carefully look at the platform's built-in reporting. For instance, can you easily track the numbers that matter most to your company? Does it let you make custom reports to dig deeper into specific issues?
   
5. Total Cost of Ownership (TCO): You should look beyond the advertised monthly price for each agent. You must also figure in any one-time setup fees. Think about extra charges for premium features or add-ons. Also, consider the cost of any extra support or training you might have to get. Make sure the pricing model fits your budget and does not have any hidden costs.

Automating Ticketing Systems With Thunai AI Voice, Chat and Application Agents 

In 2025, selecting a top ticketing system is only the first step. The critical decision is whether you will just organize tickets or resolve them automatically.

Integrating platforms like ServiceNow or Zendesk with Thunai’s AI is the difference between managing a workload and eliminating it.
This transforms ticketing systems from reactive cost centers into a proactive, intelligent engines for business growth, freeing your human team for the problems that matter most.

Want to see how Thunai can automate your ticketing tools? Get a free trial!