We’re all acquainted with the rule-based chatbots of the previous that pissed off clients by maintaining them in a loop of offering the flawed reply and refusing to ship them to a human buyer assist agent. This has left many buyer assist groups questioning: Are at this time’s AI ticketing methods simply extra of the identical, or are they really price contemplating?
On this information, we will reply that query. We’ll check out how at this time’s AI ticketing methods are completely different from the rule-based automations of the previous, discover a number of the methods they may help you ship higher and sooner buyer assist, and evaluate the seven greatest AI ticketing methods in the marketplace in 2025.
What’s an AI ticketing system?
An AI ticketing system is a assist desk that leverages applied sciences like machine studying and pure language processing to automate duties like responding to, resolving, routing, escalating, and prioritizing buyer assist tickets.
How do AI ticketing methods work?
Advances in machine studying and pure language processing have made at this time’s AI ticketing methods rather more subtle than the rule-based workflows and chatbots of the previous.
In contrast to rule-based methods, AI ticketing methods use machine studying to repeatedly enhance and adapt based mostly on knowledge. Most are skilled in your information base content material and responses to buyer assist inquiries to extend the probability that the solutions they supply are right. They might additionally use suggestions to repeatedly refine the actions they take and responses they supply.
AI ticketing methods additionally use pure language processing to grasp requests in a approach that’s just like a human. As an alternative of triggering replies based mostly on particular key phrases or counting on solutions supplied in consumption kinds, they’ll extract the which means from a question written in pure language and reply in a conversational approach, corresponding to asking follow-up questions when wanted.
What can at this time’s AI ticketing methods do?
There are a number of ways in which AI ticketing methods assist assist groups ship higher, sooner assist.
Reply to buyer inquiries: AI ticketing methods can robotically reply to inquiries obtained throughout a wide range of channels — e mail, chat, social, and even cellphone. As a result of they’re skilled on your knowledge — information base articles, replies to historic requests, your web site, and extra — the solutions they supply are correct.
Write draft replies to requests: For those who do not need to absolutely hand the reins off to AI to do assist for you, AI ticketing methods can even draft replies for you. Brokers can then evaluate these drafts, hit ship in the event that they’re right, and edit them if they don’t seem to be fairly proper, which may save your staff numerous time and make it easier to shut assist tickets extra rapidly.
Replace info in different methods: For those who join your ticketing software program to different instruments you utilize — corresponding to your ecommerce platform, billing system, or CRM — AI brokers can even carry out easy system actions like canceling orders, offering monitoring info, issuing refunds, or updating buyer knowledge.
Carry out translations and edit replies: AI can translate buyer inquiries from one language into one other so your brokers can perceive them after which translate their replies again into the unique language so the shopper can perceive it. They’ll additionally make it easier to copy edit replies, modify tone and sentiment, and shorten or develop responses.
Summarize info: AI can write summaries of lengthy, back-and-forth exchanges and fix these summaries to assist tickets in order that brokers choosing up a sophisticated ticket can rise up to hurry rapidly with out having to learn via your complete dialog historical past.
Route, prioritize, and escalate tickets: AI can robotically route assist tickets to the best staff/agent based mostly on issues like skillsets, availability, and subject-matter experience. It may additionally carry out sentiment evaluation, establish buyer attributes, and analyze request particulars to prioritize, categorize, and/or escalate tickets.
Collect insights, establish developments, and uncover points: Some AI ticketing methods include reporting options that do issues like measure buyer satisfaction even when a CSAT survey wasn’t accomplished, establish brokers which might be offering unhelpful or unclear responses, and uncover self-service articles which might be outdated or incorrect.
Create new information base articles: Some AI ticketing methods have options that allow you to immediately flip a buyer assist dialog right into a information base article. Others allow you to present a top level view or just a few bullet factors, then they remodel that enter into an entire information base article immediately.
Assist your brokers reply to inquiries: Many AI ticketing methods include copilots that present your brokers with help whereas they’re doing their work, corresponding to recommending related assist middle articles, suggesting saved replies that could possibly be used, or surfacing lately closed requests that may comprise the knowledge they want.
What are the advantages of utilizing an AI ticketing system?
The capabilities of AI ticketing methods that we coated above ship 4 main advantages to buyer assist groups.
Sooner response instances: AI ticketing methods enhance response instances by robotically answering questions, suggesting solutions for reps, providing writing help, summarizing conversations, and getting requests to the best staff/agent instantly.
Much less pressure on human reps: Repetitive duties like sorting and assigning tickets, offering order updates, and answering FAQs generally is a drain on human brokers. Utilizing AI for ticket administration makes brokers’ jobs extra satisfying and offers them extra time to give attention to the varieties of work that solely a human can do.
Larger buyer satisfaction: Sooner response instances and entry to extra sturdy self-service instruments like AI chatbots can enhance the general buyer expertise of interacting with assist, resulting in extra glad clients.
Decreased operational prices: By automating repetitive duties and responding to easy buyer points throughout a number of channels, you’ll be able to ship high-quality customer support with fewer assist brokers. This may result in vital value financial savings.
The 7 greatest AI ticketing methods
One of the best AI ticketing methods are Assist Scout, Freshdesk, Intercom, Zendesk, Salesforce Service Cloud, SysAid, and Tidio. Beneath, we have listed what AI options every platform presents, highlighted what varieties of use circumstances they’re greatest for, and defined how their pricing works.
1. Assist Scout – Greatest AI ticketing system for gradual AI adoption
In case your objective for adopting an AI ticketing system is to automate every little thing and exchange your whole assist staff with AI brokers, Assist Scout is not the best answer for you. Nonetheless, if you wish to steadily add AI into your assist combine as a way of enhancing the shopper expertise and creating alternatives to your brokers to do extra partaking and fulfilling work, it is good.
While you join Assist Scout, you get entry to e mail, self-service, chat, and social assist — all managed in a shared inbox. You possibly can construct personal and public information bases, serve proactive messages to app customers and web site guests, combine with Shopify, conduct NPS and CSAT surveys, use AI to ship higher, sooner assist, and rather more.
Assist Scout’s AI options are skilled in your knowledge — assist middle articles, earlier replies to clients, and even your web sites — to make sure that something it produces is each correct and on model.
Assist Scout’s can be distinctive in that it is one of many solely assist platforms that does not cost additional for entry to its AI options. All AI options are included within the month-to-month value of your plan, making it probably the most inexpensive choices in the marketplace and maintaining its pricing predictable over time.
AI options
Reply customer and buyer queries robotically by way of chat.
Write draft replies to e mail inquiries that may be reviewed earlier than they’re despatched.
Summarize lengthy dialog threads to rise up to hurry rapidly.
Shorten or lengthen replies, change the tone of a reply, or test grammar and spelling.
Translate requests and replies into completely different languages.
Pricing
All of Assist Scout’s plans embrace limitless customers and limitless AI utilization. A free plan is accessible that features e mail, chat, social, and self-service assist for as much as 100 contacts*/month. Paid plans begin at $25 monthly and embrace extra options like superior experiences, buyer properties, and CSAT surveys.
*A contact is somebody who obtained a reply out of your staff or had their query resolved by AI Solutions in a given month. A number of conversations with the identical particular person rely as one contact.
Get began with Assist Scout:
2. Freshdesk + Freshcaller – Greatest AI ticketing system for cellphone assist
Freshdesk is Freshworks’ assist desk software program. It enables you to handle assist throughout a number of channels — e mail, social, chat, and self-service — in addition to construct buyer portals or launch group boards. Its AI can robotically reply e mail and chat questions, assist brokers discover assets that assist them write replies, and provides managers insights into staff efficiency.
When mixed with Freshworks’ name middle software program, Freshcaller, customer support groups may even use AI to reply buyer questions over the cellphone. The cellphone AI is a little more rule-based — you need to present it with instance questions and solutions for it to work correctly — but it surely’s a good way to avoid wasting time in case your staff spends numerous time answering FAQs over the cellphone.
AI options
Mechanically reply to buyer requests over e mail, chat, and cellphone.
Write draft replies to inquiries for brokers.
Summarize conversations, translate requests/replies, and test grammar and spelling.
Use AI-powered sentiment evaluation to prioritize tickets from clients who’re sad.
Present suggestions to brokers whereas they’re writing a reply and after they’re responded.
Get efficiency insights and suggestions for easy methods to enhance.
Pricing
Freshdesk and Freshcaller are priced individually.
Freshdesk’s plans that embrace AI resolutions begin at $49/agent monthly. As much as 500 AI classes are included in that value, and extra AI classes are priced at $100 per 1,000 classes.
The AI copilot that helps brokers compose drafts and offers suggestions and insights is an add-on product with an extra $29/agent monthly value.
Freshcaller’s plans that embrace AI begin at $69/agent monthly.
3. Intercom – Greatest for AI ticketing system for efficiency evaluation
Like the opposite platforms on this checklist, Intercom’s AI will reply clients’ questions for you and assist your brokers draft replies. But it surely additionally presents some distinctive options you will not discover in all the instruments. For instance, yow will discover coaching alternatives by utilizing AI to measure buyer satisfaction or entry experiences that checklist replies the AI believes weren’t useful.
As a assist platform, Intercom’s assist desk has native options for all assist channels — e mail, chat, self-service, social, SMS, and cellphone. You too can combine it with third-party platforms like Slack, WhatsApp, Shopify, Stripe, Salesforce, and HubSpot.
AI options
Ship automated responses to questions over e mail, chat, WhatsApp, SMS, and social.
Triage, route, and reply to tickets based mostly on rule-based workflows.
Entry knowledge from third-party sources to personalize AI-generated responses.
Ship completely different solutions to completely different clients based mostly on particular attributes.
View AI-generated buyer satisfaction scores for all buyer interactions.
Overview an inventory of assist interactions that AI believes have been unhelpful.
Entry an inventory of unsolved inquiries to see the place your coaching knowledge has gaps.
Pricing
Intercom’s AI options are attention-grabbing in that you should utilize them both as add-ons to your current assist platform or as a part of Intercom’s assist desk. As an add-on, Intercom prices $0.99 per decision and works on Zendesk and Salesforce. Pricing for Intercom’s assist desk begins at $29/seat monthly, and you will additionally pay $0.99 for every AI decision.
4. Zendesk – Greatest AI ticketing system for information base optimization
Zendesk is an enterprise-focused ticket administration platform with each characteristic customer support groups may ever presumably want. It provides you instruments to ship assist throughout all channels, enables you to create consumer portals and group boards, integrates with almost 2,000 completely different platforms, and even enables you to create customized apps and workflows utilizing Zendesk Sunshine™.
So far as its AI options, Zendesk presents an identical characteristic set as the opposite instruments we have checked out with one exception — it comes with instruments that can assist you enhance your information base. Use AI to establish gaps in protection in your assist middle, then write just a few bullet factors specifying what ought to be coated and let AI remodel it into a whole information base article for you.
AI options
Mechanically reply to buyer conversations over e mail, chat, and social.
Create completely different bot personas to answer to various kinds of queries.
Use copilot to suggest replies to brokers or modify the tone or size of replies.
Allow ticket administration and ticket routing based mostly on rule-based workflows.
Detect points in replies and supply teaching to brokers throughout all channels.
Mechanically create optimized agent work schedules.
Pricing
Zendesk would not cost per AI decision like many different AI ticketing methods, however its AI options are unfold throughout a wide range of plans and add-ons:
Plans that embrace AI bots begin at $55/agent monthly.
AI copilots are solely obtainable by way of add-on for patrons on the Skilled plan ($115/agent monthly) or increased and value an additional $50/agent monthly.
AI-powered insights and training options require the High quality Assurance add-on that provides an extra $35/agent monthly value to the bottom plan payment.
Automated agent scheduling requires the Workforce Administration add-on, which prices an extra $25/agent monthly on high of the bottom plan payment.
5. Salesforce Service Cloud – Greatest AI ticketing system for enterprise firms
Salesforce Service Cloud is constructed (and priced) for enterprises, but it surely has essentially the most superior AI capabilities of all the apps on this checklist.
Along with having the ability to perceive textual content that clients ship in with their assist requests, it could possibly additionally course of and perceive photos, movies, and audio recordsdata. Service Cloud can even remodel assist conversations into information base articles in a click on, making it simple to fill gaps in your assist middle with out having to write down articles from scratch.
AI agent conversations in Salesforce Service Cloud are additionally extremely safe as a result of Salesforce’s Einstein Belief Layer, which makes use of options like dynamic grounding, zero knowledge retention, and toxicity detection to guard the privateness and safety of your knowledge.
AI options
Reply buyer questions in your assist middle or by way of SMS or messaging channels.
Draft replies for brokers or recommend related assist middle articles to reference.
Create step-by-step plans for brokers explaining easy methods to remedy circumstances.
Route, categorize, and assign tickets based mostly on expertise, availability, and historic efficiency.
Summarize lengthy dialog threads.
Translate assist requests and replies into different languages.
Rework assist staff replies into information base articles.
Pricing
Service Cloud’s plans that embrace AI copilots for brokers begin at $165/person monthly. Plans that embrace AI chatbots begin at $330/person monthly. To get entry to the Einstein Belief Layer, you may must be on the Einstein 1 Service plan, which is $550/person monthly.
6. SysAid – Greatest AI-powered IT ticketing system
SysAid is a good service desk ticketing system for groups which might be extra targeted on technical assist. Along with ticketing software program, it comes with request, change, and downside administration options; provides you instruments to handle firm belongings; and allows you to set customized SLAs.
SysAid’s Copilot lets each brokers and finish customers make the most of the system’s AI capabilities. Like Salesforce’s AI, SysAid’s AI brokers can perceive and course of photos, so it could possibly do issues like diagnose why a person is having points based mostly on an error message shared in a screenshot or decide if an e mail is a phishing try or not based mostly on a screenshot of it.
AI options
Draft solutions to questions that brokers can evaluate and ship.
Pull essential particulars about belongings which might be associated to a question.
Mechanically detect incidents and points.
Create ticket summaries.
Categorize tickets, prioritize them, and route them to the best agent/division.
Ship immediate solutions by way of e mail, the chatbot widget, or in Microsoft Groups.
Course of photos that finish customers share, and use that knowledge to grasp points.
Pricing
SysAid’s pricing just isn’t publicly obtainable. Contact SysAid on to get a quote.
7. Tidio – Greatest for AI skeptics
For those who’re nonetheless feeling skeptical about AI’s potential to ship the identical degree of assist {that a} human would and need to strive it out in a low-risk approach, Tidio is an efficient AI system to contemplate. It enables you to monitor the conversations AI is having with clients in actual time so you’ll be able to regulate what it is doing and bounce in if issues begin to go south.
You possibly can prepare their conversational AI, Lyro, on completely different information sources like an FAQ web page or your web site, and it could possibly automate all kinds of duties corresponding to checking order statuses and answering fundamental questions. For extra advanced conditions, you should utilize Tidio’s Flows characteristic to construct chatbot flows manually.
AI options
Reply buyer questions robotically over stay chat.
Suggest merchandise to clients based mostly in your Shopify stock.
Test order statuses and supply updates to clients.
Pricing
Tidio’s plans begin at $29/month. Your first 50 AI resolutions are free (one time solely). After that, you should purchase extra month-to-month AI resolutions in units of 50-100 beginning at $39/month.
Suggestions for implementing AI ticketing methods
Selecting the AI ticketing system you may use is just half the battle. Upon getting the system in place, observe the following pointers for a profitable implementation.
Discuss to your staff
An excellent portion of the information about AI is how it’ll take everybody’s jobs, so it is pure in case your customer support brokers really feel a bit anxious about you implementing it into your assist course of. Taking time to speak to them about your targets for AI earlier than you begin implementing can ease their anxiousness and get them extra enthusiastic about serving to you get it examined and launched.
We’ve got a number of posts you’ll be able to learn and share together with your staff on this subject:
Clear up your coaching knowledge
Some AI-powered ticketing methods allow you to select the precise belongings the AI is skilled on. Others will merely crawl your information base, historic ticket knowledge, and web site to construct information.
In case your system is within the latter group, it is essential to take time up entrance to guarantee that the knowledge in these methods is correct and updated. In any other case, you may find yourself with an AI that is poorly skilled on inaccurate knowledge.
Begin small
Whereas it is likely to be tempting to right away make the most of all the new AI options you’ve gotten obtainable to you, doing so will make the method extra time-consuming and error-prone.
As an alternative, select one space you need to give attention to — possibly one associated to a particular problem your staff is having — and give attention to launching and refining the AI for that particular use case.
For instance, as an instance you need to enhance your time to decision. An excellent place to start out is likely to be to have AI write draft replies to service requests to your brokers. It will make it easier to get replies again to clients sooner whereas additionally permitting you to observe the accuracy of the AI’s responses.
When you get to the purpose the place you’re feeling just like the AI is writing drafts which might be adequate to ship with out enhancing, you’ll be able to take into consideration launching it as an AI agent to reply clients’ questions by itself.
Check completely
If the characteristic you need to make the most of first is having AI reply on to clients, be sure you do rigorous testing earlier than launching it to guarantee that it interprets clients’ questions accurately and offers correct solutions. In any other case, you run the danger of negatively impacting the shopper expertise.
For those who’re utilizing it for ticket routing, ship a number of check queries to verify requests find yourself in the best place.
You will additionally have to work together with your safety staff to do some testing to guarantee that the AI by no means shares protected knowledge. When you have it arrange the place it could possibly make adjustments in your system for you (corresponding to updating orders or altering transport addresses), you may need to make sure that it has a system for validating that somebody who’s writing in is who they declare to be.
By following the following pointers, you’ll be able to enhance your probabilities of efficiently implementing AI into your assist course of in a approach that saves your staff time and improves the shopper expertise.
Must you add AI into your assist combine?
AI could have exploded onto the scene, but it surely doesn’t seem to be it’ll be a flash within the pan. Although there are limitations to its capabilities, there’s no denying that AI is now at a spot the place it could possibly present actual worth to assist professionals whereas enhancing the shopper expertise.
One of the best ways to find out if AI shall be a useful addition to your assist arsenal is to strive it out and see the way it works for you. Realizing which instruments provide the options you suppose you may want is an efficient place to begin, however the actual “aha!” second is definitely seeing AI do issues that may save your assist staff time and allow them to focus their efforts on extra partaking, attention-grabbing work.
