In case your crew is having a tough time managing emails — shedding monitor of requests and sending duplicate (and generally conflicting) replies — it is time to improve to an electronic mail ticketing system. E mail ticketing methods aid you collaborate successfully, preserve monitor of requests simply, and reply buyer emails sooner.
However with so many choices in the marketplace to select from, it may be arduous to know what is going to work greatest in your crew. To assist, we have compiled this checklist of the seven greatest electronic mail ticketing methods. Beneath, you may discover our detailed evaluations that cowl which forms of groups every possibility is greatest for, what distinctive options they provide, and the way they examine on value.
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| Platform | Abstract | G2 Score | Free Trial | Beginning Value |
|---|---|---|---|---|
Assist Scout | Greatest for relationship-driven companies, Assist Scout is designed that will help you handle excessive volumes of electronic mail requests with out sacrificing the standard of your responses. | 15 days | Free plan accessible; paid plans begin at $25/consumer per thirty days | |
Gmelius | Greatest for managing help requests in Gmail, Gmelius allows you to create shared inboxes in Gmail and entry options like assignments, SLAs, electronic mail templates, and studies. | 7 days | $25/consumer per thirty days | |
Emailgistics | Greatest for managing help requests in Outlook, Emailgistics allows you to create shared inboxes in Outlook and entry options like SLAs, studies, and assignments. | 14 days | $11/consumer per thirty days | |
Hiver | Greatest for groups with restricted budgets, Hiver’s free plan allows you to create one shared inbox, launch dwell chat, add limitless customers, and use options like assignments and notes | 7 days | Free plan accessible; paid plans begin at $25/consumer per thirty days | |
HubSpot Service Hub | Greatest for early-stage startups, HubSpot has a startup plan that provides you a reduction of as much as 90% in your first 12 months on the price of its CRM, advertising and marketing, and buyer help instruments. | 14 days | Free plan accessible; paid plans begin at $7/seat per thirty days | |
Dixa | Greatest for big ecommerce corporations, Dixa assigns requests routinely and allows you to contact producers and success suppliers with out leaving your inbox. | Not supplied | $89/agent per thirty days | |
Missive | Greatest for requests that require greater than only a reply, Missive allows you to add duties to emails, assign activity homeowners, add due dates, and collaborate on replies in actual time. | 30 days | $14/consumer per thirty days |
1. Assist Scout – Greatest for relationship-driven companies
Assist Scout is designed for corporations the place help is a income driver, not a price middle. It is excellent for rising SaaS and ecommerce corporations that must ship nice help to retain present prospects, property administration {and professional} providers corporations the place personalization is vital, and healthcare and monetary providers corporations the place incorrect or insufficient responses can have critical outcomes.
Not like different instruments which might be designed to “deflect” requests away from human help professionals, Assist Scout provides your crew the instruments that you must handle requests extra effectively, reply extra shortly, and construct new methods for patrons to seek out what they’re on the lookout for on their very own.
All the electronic mail requests you obtain land in a shared inbox the place your entire crew can collaborate. You’ll be able to assign conversations to particular people or groups each manually and routinely, create customized inbox views to see the conversations you care about probably the most, and add tags to requests to label them in ways in which make it simple to seek for and report on particular forms of inquiries.
Construct a library of saved replies to reply FAQs in simply two clicks, or reply utilizing AI Drafts, which writes a primary draft for you primarily based on previous conversations. You may also use Assist Scout to create a data base so prospects can discover solutions on their very own. Then browse the articles straight within the electronic mail editor and simply insert hyperlinks to them into your replies to supply further context.
Collision detection alerts you when another person is already replying to a buyer so you’ll be able to keep away from duplicate work, and @mentions and inside notes let you could have non-public discussions with teammates inside a dialog. You will additionally see a buyer profile in a sidebar alongside all requests that helps you personalize replies and get the knowledge that you must reply with out altering tabs.
For those who ever wish to develop your help past electronic mail, Assist Scout will help with that too. Add a dwell chat widget to your web site and handle chat requests in your shared inbox, pull in requests from social media or messaging apps like Fb and Slack, launch an AI agent that makes use of your data base and web site as sources, or add telephone or SMS help by integrating with platforms like Aircall, Twilio, and extra.
Pricing
Free plan and trial accessible. View Assist Scout’s present pricing.
Study extra about Assist Scout:
2. Gmelius – Greatest for managing help requests in Gmail
For those who’re presently managing help requests by sharing a login to a person electronic mail account in Gmail or utilizing Google Collaborative Inbox, Gmelius allows you to improve your inbox with out having to modify to a brand new platform. You’ll be able to consider it as an extension that works on prime of Gmail so as to add extra collaboration and productiveness options, exercise and efficiency studies, and AI assistants.
Gmelius allows you to create shared inboxes in Gmail which you can toggle into from the sidebar of your private Gmail account. You add crew members to the shared inbox to present everybody who wants it entry, then you’ll be able to assign emails to particular people, create shared electronic mail templates, go away inside notes, tag conversations, and create easy automations primarily based on guidelines and standards you set.
Certainly one of Gmelius’ most original options is its capacity to show your inbox as a Kanban board. You’ll be able to create labels for issues like open, pending, and closed requests, then drag and drop them into the fitting lane as your crew works by means of the queue. This may be extra useful than viewing them in a conventional checklist the place it is tougher to find out the present standing of the entire emails.
For extra complicated workflows, Gmelius affords superior options like round-robin and load-balanced routing and SLA guidelines. With regards to reporting, you may get pre-built studies displaying issues like tendencies in dialog volumes, crew productiveness, and efficiency towards your SLAs. On the Enterprise plan, you too can construct customized studies, and you may export your studies as CSVs on the Professional and Enterprise plans.
Gmelius additionally has an AI assistant which you can buy individually or as an add-on to the platform’s shared inbox instruments. The AI assistant works in each your private and shared inboxes. It’s going to kind and categorize your emails for you, draft replies to emails you obtain which you can assessment earlier than sending, aid you schedule conferences, and summarize what’s in your schedule for the day every morning.
Pricing
Free trial accessible. View Gmelius’ present pricing.
3. Emailgistics – Greatest for managing help requests in Outlook
Emailgistics is much like Gmelius, however the place Gmelius lives in Gmail, Emailgistics lives in Outlook. It is an Outlook extension that provides support-focused options like assignments, reporting, dialog histories, inside notes, response templates, and AI summaries and replies to your Outlook mailbox.
You’ll be able to create as many shared inboxes as you want utilizing Emailgistics. When emails hit your inbox, you’ll be able to assign them to particular people manually or routinely. For automated assignments, you’ll be able to set particular hours for each your inboxes and workers so nobody’s assigned an electronic mail after they’re not working. And customers can toggle their availability off shortly to pause assignments briefly.
Automated assignments could be made utilizing round-robin or load-balanced routing. If an electronic mail is available in associated to a request that somebody in your crew labored on beforehand, you’ll be able to set the system as much as routinely assign that request to the unique proprietor. And you too can arrange a backup assignee if the unique proprietor is not accessible.
Emailgistics allows you to set and monitor SLAs, and as soon as you’ve got outlined your SLA guidelines, the system will ship a real-time notification when a reply has not been despatched on time. You may also monitor SLAs in Emailgistics’ studies that present response occasions, breach charges, and crew efficiency towards targets.
Talking of Emailgistics’ reporting options, they’re highly effective. Monitor KPIs in your dashboard that updates in actual time, view metrics for particular inboxes, or monitor efficiency by particular person crew members. You may also customise your dashboard with widgets and create customized dashboard views for various customers.
Lastly, Emailgistics has a few AI options that may assist your crew transfer extra shortly. You should use AI to generate a abstract of an extended back-and-forth electronic mail dialog — or to routinely create a draft reply for you utilizing data out of your data bases, FAQs, and different documentation.
Pricing
Free trial accessible. View Emailgistics’ present pricing.
4. Hiver – Greatest free electronic mail ticketing system
Hiver is exclusive as a result of it may be used as a Gmail extension like Gmelius (Hiver for Gmail) or a standalone help platform like Assist Scout (Hiver Omni). It additionally has one of the vital beneficiant free plans accessible within the help software program market as a result of it contains limitless customers. The free plans of the opposite (non-self-hosted) instruments on this checklist all have limits on the variety of customers you’ll be able to add.
Hiver’s free plan allows you to ship each electronic mail and dwell chat help. You’ll be able to create a single shared inbox, assign emails to people, have non-public discussions with teammates in notes, and construct an exterior data base. Some options within the free plan do have strict limits, nevertheless. For instance, you’ll be able to solely create one tag and one saved reply, and the free plan doesn’t embody entry to any reporting.
If you wish to improve to a paid plan, one spotlight of Hiver is that its AI options are included in paid plans with no further prices. You should use AI to summarize back-and-forth electronic mail chains; clear up the spelling, grammar, and tone of replies you’ve got written; and draft replies to emails. You may also launch an AI chatbot that solutions prospects’ questions for you routinely by way of dwell chat.
The place most different instruments cost usage-based charges for AI chatbots and brokers that resolve buyer requests for you, Hiver would not. That might make it interesting if you wish to supply further self-service assets to your prospects however do not wish to take care of unpredictable reply- or resolution-based prices.
Different extra superior crew electronic mail administration options you may discover in Hiver’s paid plans embody SLAs, CSAT rankings, collision detection, and round-robin, load-balanced, and skill-based routing. You may also use AI to construct an inside assist middle from the replies your crew has despatched to prospects to assist with coaching new crew members and offering data that your AI chatbot can use to jot down replies.
Pricing
Free plan and trial accessible. View Hiver’s present pricing.
HubSpot’s startup plan is an efficient deal for startups on the pre-seed, seed, or Collection A levels of funding. It provides you a reduction of as a lot as 90% off your first 12 months (then 50% off the second 12 months and 25% off the third) on HubSpot’s CRM, advertising and marketing, and buyer help instruments. This allows you to consolidate a number of groups’ methods into one platform and revel in a beneficiant low cost whilst you’re nonetheless strapped for price range.
For those who do not qualify for the startup low cost, nevertheless, HubSpot Service Hub tends to be considerably costlier than different choices. Whereas it has a free plan for 2 customers and a low-cost Starter plan for electronic mail ticketing, many must-have options (like assignments, routing, collision detection, customized views, and workflows) are solely included in its Skilled ($90/seat) and Enterprise ($150/seat) plans.
Service Hub is very helpful for sales-led groups which have buyer success or account managers supporting prospects. You’ll be able to shortly entry all CRM information inside the identical instrument you employ for buyer help, so it is simple to entry electronic mail conversations between gross sales and new prospects, watch assembly recordings that occurred earlier than the deal was closed, and examine uploaded contracts.
HubSpot additionally has a buyer success workspace that is distinctive amongst help instruments. Buyer success and account managers can add prospects to their guide of enterprise and construct auto-calculating well being scores that show alongside every buyer. Well being scores can think about issues like help requests and buyer suggestions to present you a way of how glad a buyer is together with your product.
One other spotlight of Service Hub is its reporting capabilities. Whereas all electronic mail ticketing methods include default studies that allow you to dig into widespread help KPIs, HubSpot’s reporting is totally customizable. You’ll be able to construct studies and add them to dashboards displaying any particular items of knowledge you want, filtered down by any situations you need, and utilizing information from your entire HubSpot methods.
Pricing
Free plan and trial accessible. View HubSpot Service Hub’s present pricing or get particulars on its startup plan.
6. Dixa – Greatest for big ecommerce corporations
Dixa is designed particularly for ecommerce corporations. It takes a novel strategy to electronic mail administration: As an alternative of getting your entire crew’s emails moved right into a shared inbox, Dixa routinely assigns every dialog to the crew or worker who’s greatest outfitted to answer the request.
To make this work, you arrange detailed routing workflows in Dixa’s no-code builder. You’ll be able to route requests primarily based on the talents your help professionals have, the languages they communicate, and who’s presently accessible, in addition to buyer attributes or request urgency. This ensures your crew will spend extra time centered on buyer responses and fewer time managing the e-mail queue.
One other good thing about Dixa for ecommerce corporations particularly is that its non-public notes function lets you could have discussions with extra than simply your coworkers. You may also use notes to ship an electronic mail to the producers and logistics/success suppliers you’re employed with to get merchandise in inventory and out to prospects. This protects you from having to toggle between methods to get updates from third events.
Dixa’s AI agent can be utilized to not solely reply FAQs routinely but additionally take particular actions primarily based on prospects’ requests. It will possibly course of refunds, cancel orders, and replace transport data with no human having to get entangled in any respect. It makes use of data out of your data base, web site, any docs you add, and the procedures you set for it to reply prospects’ questions and carry out duties.
If you wish to supply extra than simply electronic mail help, Dixa is an entire omnichannel platform that allows you to ship electronic mail, chat, telephone, social, SMS, and self-service help. It routinely acknowledges prospects no matter which channel they use to contact you and lists all interactions (e.g., help conversations and orders) in a buyer timeline alongside particulars like loyalty standing and lifelong worth.
Pricing
No free trial supplied. View Dixa’s present pricing.
7. Missive – Greatest for electronic mail requests that require greater than only a reply
For a lot of groups, delivering help is a matter of writing a reply. A buyer has a query about the right way to do one thing in your software program, wants clarification about an bill, or is curious when a product might be again in inventory: you might must lookup some data or ask a teammate a query, however resolving the request is a straightforward matter of writing a response and clicking ship.
Missive is designed for when managing requests is extra complicated than that. It allows you to flip incoming emails into trackable duties with out switching to a separate venture administration instrument. Flip emails into duties, create subtasks, assign them to customers, and set due dates. The duties will seem alongside the e-mail so you’ll be able to monitor their progress and know when every thing’s executed earlier than sending a reply.
Missive additionally allows you to collaborate intently on writing replies. It has a personal notes function that allows you to chat with teammates and exterior events (even when they don’t seem to be customers in your Missive account). You may also have a number of customers engaged on replies collectively in actual time. Customers can view drafts as they’re being written and edit responses concurrently — much like collaborating on a Google Doc.
Different electronic mail ticketing options you may discover in Missive embody canned responses, labels, and the power to snooze emails or ship them later. Snooze is nice for emails with a number of duties that you understand will take a while to finish. You’ll be able to have the e-mail disappear from the inbox briefly and reappear later to remind you to examine in on the progress of duties and reply to the client in the event that they’re full.
Lastly, Missive additionally affords a handful of AI options to assist your crew work sooner. You’ll be able to generate a abstract of an extended back-and-forth dialog to stand up to hurry shortly, ask questions on your information and get AI-provided solutions, generate draft replies to emails, and use AI as an assistant that will help you prioritize by surfacing probably the most pressing emails in your inbox.
Pricing
Free trial accessible. View Missive’s present pricing.
How to decide on the fitting electronic mail ticketing system in your crew
Each crew has totally different wants. Some want easy instruments to handle a low quantity of emails. Others want highly effective options like automation, reporting, or multi-channel help. The most effective electronic mail ticketing system in your crew is the one that matches your workflows, scales together with your development, and doesn’t add pointless complexity.
Begin by figuring out your prime priorities — whether or not that’s sooner response occasions, higher collaboration, or extra visibility into efficiency — then check a number of methods that really feel like good options. Most instruments on this checklist supply free trials, so you may get hands-on with the merchandise earlier than making a dedication.
For those who’re working a lean help operation and wish one thing intuitive, instruments like Gmelius or Emailgistics would possibly examine all of the packing containers. Bigger organizations with complicated workflows could lean towards extra strong choices like Assist Scout, HubSpot Service Hub, Dixa, or Missive. And if you happen to’re on the lookout for one thing you need to use at no cost, Hiver, Assist Scout, and HubSpot all have choices to contemplate.
With the fitting system in place, you’ll spend much less time firefighting inbox chaos and extra time delivering high quality help.
