Workwize's 5 Best IT Ticketing Systems Picks for IT Teams

TL;DR: Best IT Ticketing Systems Picks

• Modern IT ticketing systems convert problems into trackable, actionable tickets.

• Automation, multi-channel ticket routing, and strong integrations are the basics of any good ticketing tool these days.

• Our top picks are Freshservice, ManageEngine, Jira Service Management, Zendesk, and Spiceworks.

• Choose based on deployment needs, customization, and team collaboration.

• Workwize complements your IT ticketing system to simplify IT further. It lets you take control of the entire hardware lifecycle from procurement to disposition.

Manual ticket tracking kills efficiency. 58% of surveyed organizations said their IT teams spent 5-6 hours a week fulfilling repetitive requests. 

Enter: IT ticketing systems. They turn scattered tasks into organized workflows, ward off repetitive queries, and let you spend time only with issues that actually need your intervention. 

But how do you pick? There are hundreds of solutions, each claiming to be the best. 

We’ve done the research and picked up the five best IT ticketing systems in the market.

What’s an IT Ticketing System?

IT ticketing systems are software platforms that help teams track, manage, and resolve internal tech issues.

Each reported problem becomes a “ticket” that captures all the relevant details like who reported it, what the issue is, when it happened, and what’s been done so far.

Why Are Modern IT Teams Rethinking Ticketing?

Legacy ticketing systems were built for a different age; one where IT operated in silos, cloud adoption was low, and support meant reacting to issues. That model doesn’t hold up now. 

Modern IT teams have to manage hybrid infrastructure, support distributed workforces, and are expected to deliver near-instant resolutions. 

You cannot survive in 2025 with a database of issues; you need a system that also acts. That means automation, contextual data, and integrations with everything, from endpoint monitoring tools to Slack. It also means workflows that adapt dynamically, auto-prioritizing incidents based on impact, routing them based on skill, and closing the loop with analytics.

Via Reddit

AI also helps: intelligent triaging, sentiment analysis, and predictive suggestions reduce resolution times and spot recurring issues before they escalate. Organizations using AI automation in their ticketing systems see a 23% increase in resolved tickets without agent involvement.

Better tooling ultimately leads to fewer tickets, apart from faster resolution times. 

With that said, let’s jump straight to our recommendations.

Read More: 15 Best IT Help Desk Software in 2025

Workwize Reccomendations: Top 5 IT Ticketing Systems

Freshservice

Via Freshservice

Freshservice is a cloud-native IT service management platform that caught our radar because of its ease of use and powerful automation. It offers incident, problem, change, and asset management, all accessible via an intuitive interface.

The platform’s AI, Freddy, suggests ticket responses and knowledge-base articles; recent updates have added auto-translation and summarization for tickets, too. Its plug-and-play setup and extensive integrations (Slack, Salesforce, Teams, etc.) make onboarding fast.

The platform also includes IT asset lifecycle management and configurable self-service portals, which allow IT teams to have multi-department service desks.

Mobile App: Yes. Available on iOS and Android.

Freshservice best features

• Automate IT workflows with AI-driven orchestration.

• Integrate seamlessly with cloud/on-prem assets via built-in discovery and CMDB.

• Gain insights with analytics and reporting on SLAs, workloads, and trends.

Reviews and ratings

Freshservice is rated 4.6 stars in G2, based on 1,200+ reviews, and 4.5 stars on Capterra, based on 500+ reviews.  It’s a powerful platform, but the pricing structure might be steep for small-scale businesses.

Via G2

Pricing

• Free tier: up to 10 agents

• Starter tier: $19 per agent/month 

• Growth tier: $49 per agent/month

• Pro tier: $99 per agent/month

ManageEngine ServiceDesk Plus

Via ManageEngine

ManageEngine’s ServiceDesk Plus is an ITIL-ready help desk and ticketing solution offered in cloud and on-premises editions. 

It is prized for its strong feature set, including incident/change/configuration management (with a built-in CMDB), project and asset management, and its affordable pricing. 

The platform offers a free Standard edition for up to 5 technicians, making it pretty cost-effective even for small teams. In its cloud version, the platform also integrates AI assistants (Zoho Zia) and ChatGPT for auto-approvals and ticket summaries.

Mobile App: Yes. Available on iOS and Android.

ServiceDesk Plus best features

• Track IT assets and configurations with an integrated CMDB and asset discovery tools.

• Enable multi-department support with unified portals for IT, HR, facilities, etc.

• Integrate with AD, email, SMS, and the ManageEngine/Zoho ecosystem for easy user management.

Ratings and reviews

ServiceDesk Plus scores 4.4 stars on Capterra, based on 200+ reviews, and 4.2 stars on G2, based on over 200 reviews. Its ease of use, automation, and rich integrations are the biggest hits. However, support needs improvement.

Via G2

Pricing 

• Standard plan: Starts at $16 per technician/month

• Professional plan: Starts at $33 per technician/month 

• Enterprise plan: Starts at $78 per technician/month 

Jira Service Management 

Via Jira

Atlassian’s Jira Service Management brings agile DevOps collaboration to ITSM. Built on Jira, it connects service desks with development workflows (like linking incidents to Jira issues) and introduces ITIL processes.

JSM also introduces Atlassian Intelligence, an AI system for service management and ticketing: it can act as a virtual agent answering tickets via knowledge-base articles and summarizing ticket details. 

The platform also has customizable portals with Confluence KB integration and self-service, plus asset tracking via Insight CMDB. 

Mobile App: Yes. Available on iOS and Android.

Jira Service Management best features

• Automate support processes with flexible workflows and Atlassian Intelligence

• Empower end-users via a branded service portal and integrated Confluence knowledge base.

• Manage assets and changes with Jira workflows and the Insight asset management module.

Ratings and Reviews

JSM is rated 4.2 stars in G2, based on 700+ reviews, and 4.5 stars on Capterra, based on over 700 reviews. Users praise the cross-channel collaboration and time savings, but its complexity remains a challenge.

Via G2

Pricing

• Free tier: up to 3 agents

• Standard tier: $19.04 per agent/month

• Premium tier: $47.82 per agent/month

Zendesk

Via Zendesk

Zendesk is a popular cloud-based support ticketing platform for customer service and IT help desks. It stands out for omnichannel support: agents can handle tickets from email, chat, phone, social media, and more in one interface. 

The suite includes a self-service portal, advanced automation, and an Answer Bot that suggests replies from KB articles. 

Zendesk also has a huge integration ecosystem (1,200+ apps), so it fits well with CRM, analytics, and communication tools. It’s widely deployed in enterprises for both external and internal support.

Mobile App: Yes. Available on iOS and Android.

Zendesk best features

• Manage support across channels in one unified ticketing system.

• Automate responses and ticket triage with AI and triggers to reduce manual work.

• Enable self-service with a knowledge base, community forums, and embedded help widgets.

Ratings and reviews

Zendesk is rated 4.3 on G2, based on over 6,000 reviews, and 4.4 on Capterra, based on 4,000+ reviews. It is highly regarded as a customer service solution. Pricing is not very friendly, though!

Via Capterra

Pricing

• Suite Professional plan: $115 per agent/month billed annually

• Growth plan: $89 per agent/month billed annually

• Team plan: $55 per agent/month billed annually

Spiceworks 

Via Spiceworks

Spiceworks brings a free, ad-supported IT help desk solution for small and mid-sized IT teams. It provides the core ticketing and asset management features at zero cost. 

Spiceworks Help Desk runs as a cloud service or on-premises and integrates with its popular IT community forums for add-ons and support. 

You can log tickets via email or the web, using a straightforward form; dashboard views and reports cover ticket status and asset inventory. Because it’s free, Spiceworks inevitably displays ads in the interface, which some users find intrusive.

Mobile App: Yes. Available on iOS and Android.

Spiceworks best features

• Deploy a fully-functioning help desk with zero licensing cost.

• Create and manage tickets via email or web console with configurable fields.

• Use community-driven extensions and an active forum for support and features.

Ratings and reviews

Spiceworks is rated 4.3 out of 5 stars in both G2 and Capterra, based on over 300 and 500 reviews respectively. Its biggest draw is that it’s free. But you’re giving up on features like SSO.  

Via G2

Pricing

• Free for up to 5 seats

• Premium plan: at $6.00/month per seat

What To Keep In Mind When Picking Your IT Ticketing System

Focus mainly on your operational fit, scalability, and long-term maintainability. Here’s what to consider:

• Deployment architecture: Cloud-based platforms have faster deployment and easier maintenance, whereas on-premise options give you full control over infrastructure and data. Choose accordingly.

• Integrations: Look for solutions that offer native integrations or APIs to connect with tools like CRMs, communication platforms, and monitoring dashboards.

• Workflow customization: A rigid system will slow you down. Choose a platform that lets you define custom ticket fields, SLAs, approval stages, and escalation paths. 

• Collaboration: Modern support involves multiple teams. Features like internal notes, agent collision detection, shared views, and real-time updates are essential. 

• Mobile support: Go for a tool with a decent mobile app so reps can handle issues on the go.

One more thing, don't fall for the AI hype. Instead, look for built-in automation that reduces manual overhead.

Complement Ticketing System With Workwize

Most IT teams rely on ticketing systems to keep things moving—track requests, log issues, and close the loop. And for the most part, they work. But let’s be honest: ticketing tools were never designed to own the entire IT experience.

You can’t ship a laptop through a ticket or recover devices from offboarded employees with a comment thread. That’s the gap most teams feel but rarely have time to solve.

That’s where Workwize makes a real difference. It picks up where ticketing systems leave off, handling the logistics, vendors, and follow-through needed to turn requests into real-world outcomes. 

Brands like HighLevel, DuckDuckGo, and others trust Workwize to manage their IT. Schedule a Workwize demo now!