Best Conversational Ticketing Systems in 2024

It is a given that customer support and service is more than just fixing problems in today's digitally connected world; it's also about creating continuous connections and providing exceptional experiences. Investing in the right tools is critical as organizations navigate this ever-changing world. The future of customer engagement is here: conversational ticketing platforms.  In this changing environment, conversational ticketing solutions deliver better consumer interactions through personalization and efficiency by using AI-powered chatbots and friendly interfaces. 

In a recent study, Forrester Research found that businesses using conversational AI solutions saw a 33% decrease in operational costs related to customer service and a 10% boost in customer satisfaction. Furthermore, according to Salesforce's State of Service study, 75% of clients want a uniform experience from chat and messaging apps as well as other channels.

This blog post explores the world of conversational ticketing platforms and presents the best in class solutions that will revolutionize customer support expectations by 2024. 

Defining Conversational Ticketing 

Conversational ticketing systems reduce the need for human intervention and speed up service delivery by automatically generating, classifying, and routing IT support tickets by mimicking normal language.  

The adoption of conversational ticketing systems can significantly enhance ITSM processes. By increasing accessibility, these systems lower the barrier to issue reporting, expedite problem identification and resolution, and boost overall productivity within the organization. This technology also enables IT teams to manage resources more skillfully, freeing up support staff to focus on complex issues, thereby instilling confidence in the decision to adopt. 

How Does Conversational Ticketing Differ from Traditional Support Systems?

1.Interaction Mode

• For issue reporting, traditional support systems frequently use email or form-based submissions, asking customers to write emails or complete comprehensive forms outlining their issues. 
• On the other hand, conversational ticketing makes use of chatbots and artificial intelligence (AI) to support natural language dialogues, enabling users to express their problems more naturally. 

2. Creating and Managing Tickets

•  In traditional support systems, user issues were manually entered into a ticketing system by IT support agents. This process can be error-prone and time-consuming. 
• The conversational ticketing process eliminates the need for human input and lowers the possibility of errors through artificial intelligence (AI). 

3. Integration with Communication Tools

• Traditional support systems usually function independently of communication platforms, necessitating tool switching on the part of users and IT teams.
  
• Conversational ticketing allows users to report issues and IT teams to fix them without requiring them to leave their preferred platforms. It works effortlessly with popular communication channels like Slack and Microsoft Teams. 

4. Response Time

• The manual ticket handling and resource availability associated with traditional assistance may cause delays in issue resolution.
  
• Conversational ticketing makes it possible for chatbots to provide real-time help, guaranteeing users receive prompt responses and expedited issue resolution. 

5. Workflow Efficiency

• By automating routine chores and decision-making procedures, conversational ticketing improves overall operational efficiency and speeds up the settlement of issues.
  
• This kind of automation is frequently missing from traditional support systems, which increases operational overhead and resolution delays. 

6. User Experience

• With its natural language interactions and easy-to-use design, conversational ticketing provides a more user-friendly experience, increasing customer happiness.
  
• Users of traditional support systems may be less engaged and satisfied because they perceive them as impersonal and burdensome.  

Why to Invest in Top Conversational Ticketing Systems?

Businesses looking to improve customer service and IT support operations can reap many appealing advantages by investing in a top conversational ticketing system. First, by automating ticket production and maintenance, these solutions greatly increase efficiency by lightening the load on support team and speeding up response times. 

Secondly, the finest conversational ticketing systems leverage advanced technology like GenAI and natural language processing to offer users personalized and user-friendly support. This not only boosts customer satisfaction and loyalty but also makes them feel valued and understood. Moreover, these platforms seamlessly integrate with popular communication technologies, ensuring a smooth assistance experience for users and support agents. 

Additionally, conversational ticketing systems help firms optimize resource utilization and lower operating expenses over time by automating repetitive operations and streamlining workflows. Ultimately, investing in a top conversational ticketing system is about more than simply being ahead of the curve; it's about providing outstanding customer service and producing measurable business results through increased productivity, contentment, and adaptability.

Which are the Best Conversational Ticketing Systems?

1. Enjo.ai 

Enjo.ai is an AI-powered support automation platform designed specifically for streamlining and automating end-to-end employee or customer support requests. At its core, Enjo.ai leverages Generative AI and NLP technologies to facilitate seamless communication and problem-solving within organizations. 

One of its primary benefits is its capacity to provide guidance on an organization's knowledge base, guaranteeing that it is customized to each business's particular needs and processes. Furthermore, Enjo has a high degree of integration with current ticketing systems, making it possible to coordinate and track support tickets seamlessly throughout the resolution process. 

Enjo works as a plugin app to provide you with a powerful integration between Slack and your Jira Service Management. Enjo brings you the best of both worlds by enabling conversational ticketing to platforms your team is already familiar with.

Unique Features

Purpose- built for Slack and Teams- Atlassian Products with deep integration with Jira platforms

Integrations

• Slack 
• Jira 
• Jira Service Management
• Confluence

Pros

• Enjo.ai does not require duplication of data for tickets
• It boasts of superior Jira reporting in Slack being custom built for these platforms
• Regular feature updates and instant online assistance

Cons

Built on GenAI and usage cost may include GenAI costs.

Pricing

Contact customer team for pricing details

Ideal For

Small businesses to large enterprises looking for the best of both worlds solution that works on top of existing ticketing systems.

Elevate your support with Enjo. Sign up for a free demo now!

2. Halp

Halp is an IT support solution providing an internal ticketing system for modern teams. A newer name for conversational ticketing, Halp, was acquired by the Atlassian Community to bring conversational ticketing to your chat platform. Being fully compatible with Jira Cloud, Server and Data, using Halp, you can easily track, manage and resolve tickets.

Unique Features

Halp is a modern, lightweight ticketing solution that can be used independently or integrated with helpdesk solutions.

Integrations

• Slack
• Microsoft Teams
• Zapier
• Zendesk
• Jira Service Management

Pros

• Halp has a quick, intuitive search system that makes it easier to find relevant documents from repositories
• It offers both a standalone ticketing system and integration with a ticketing system

Cons

• Halp is a newer product in the market that is not efficient for handling complex Jira Workflow
• It requires manual mapping of Jira fields to Slack forms

Pricing

Halp currently offers its users three different tier plans.

• Standard Plan @ $15 Per help desk agent / mo (avg)
• Premium Plan @ $30 Per help desk agent / mo (avg)
• Enterprise Plan @ $45 Per help desk agent / mo (avg)

You can avail of a free trial signup for Halp without needing a credit card.

Ideal for

Halp is good for small and medium businesses looking for a new ticketing system.

3. Seismic Learning

Seismic Learning is a management system that primarily trains and efficiently solves tickets for the completely uninitiated. With Seismic Learning, you can train your team to use IT support with existing ticketing systems using comprehensive study material and guides. You can also train your team to adopt a dialogic approach for effective query solving.

Unique Features

Seismic Learning boasts of an interactive lesson-based approach for team training.

Integrations

• Slack
• Jira Service Management
• Jira
• Zendesk

Pros

• Seismic Learning has eased the process of providing your team with soft skills and training
• Appearance can be modified to fit the branding of your company.

Cons

• Seismic Learning’s search system isn’t as robust, making organizing and searching content on demand challenging
• The user interface, despite being clean, is not as intuitive
• Seismic Learning is not very flexible in terms of customized permissions

Pricing

• Seismic Learning offers three packages: Pro, Pro+ Coaching and Enterprise. 
• Starting from USD 8.00/month, you can add features to your chosen package, making it one of the most customizable platforms in this field.
• The per-user licensing for this platform starts at $8.

Ideal for

Suitable for small to medium businesses (51-1,000 employees) that are considering a new ticketing system that provides a learning platform for employees.

4. Moveworks

Moveworks is an AI-based platform that connects your existing help desks and ticketing systems like a plug-in. Moveworks works like a plugin that you can add to your existing ticketing system to connect with your chat platform and provide a seamless support experience to your team.

Unique Features

Moveworks offers multilingual Support through natural language understanding and machine learning techniques.

Integrations

• ServiceNow
• Freshservice
• Jira
• Zendesk
• BMC 
• Cherwell
• Google Chat
• Slack
• Webex
• MicrosoftTeams

Pro

• Multiple platform integration allows for the consolidation of online repositories
• It employs machine learning to improve support experience by collecting user data.

Cons

• Moveworks caters only to large-sized companies
• The platform is comparatively newer in the market, with little to no data about its use cases available in the public domain.

Pricing

• Pricing starts at upwards of $100,000 USD for Moveworks
• You can learn about the pricing by contacting the Moveworks team from their official website.

Ideal For

Large enterprises that are considering an AI-driven ticketing solution that works on top of existing ticketing systems can invest in Moveworks. 

Which One to Choose?

Each of the four mentioned options aside from fulfilling the need for Conversational Ticketing fulfill an additional use case for you.

New Ticketing Platform Recommendations

1. For Basic Workflow with Conversational Ticketing

Halp is the ideal choice. It efficiently handles basic workflows while incorporating conversational ticketing features to streamline communication and issue resolution.

2. For Simultaneous Team Coaching

Opt for Lessonly if you seek to coach your team concurrently while utilizing conversational ticketing. Lessonly offers robust support training capabilities alongside its conversational ticketing features.

Add-Ons for Existing Ticketing Systems

1. Moveworks

If you're looking to introduce conversational ticketing as an add-on to your current ticketing platform, Moveworks is an excellent option. It boasts a wide range of platform integrations, making it well-suited for consolidating resources and providing centralized support services.

2. Enjo.ai

Designed as an add-on for existing ticketing systems, Enjo.ai offers tailored integration with platforms like Slack, Jira, JSM, and Confluence. It provides greater flexibility, especially for companies already utilizing Slack and Jira, allowing them to leverage these platforms according to their specific needs.

Conclusion 

Conversational ticketing, however, is a game-changing approach that makes customer support and service teams faster, more effective, and more human. It's more than just a buzzword. Companies may streamline internal operations and provide high-quality service by integrating customer support with Slack in a smooth manner.  

Businesses can revolutionize customer service, handle support tickets more effectively, and guarantee that every customer interaction is handled swiftly and properly with the help of solutions like Enjo.ai.

If Enjo.ai seems like the perfect fit for your conversational ticketing requirements, don't hesitate to sign up for a complimentary demo right here.

FAQs

1. What are Conversational ticketing systems?
Conversational ticketing systems are modern support solutions that allow customers to communicate with ticketing services using natural language, much like they would when speaking with a chatbot or virtual assistant. These systems allow customers to ask questions, receive advice, and complete transactions in a conversational way, which streamlines the process of buying tickets.‍

2. What features should a conversational ticketing platform have? 

• Personalized recommendations based on user preferences
• secure payment processing
• real-time updates on ticket availability and pricing
• natural language processing (NLP) capabilities to understand user queries
• seamless integration with messaging apps and websites
• effective customer support through chatbots

‍3. In what ways do conversational ticketing systems improve the experience for users? 
Conversational ticketing platforms improve user experience by offering a more convenient and easy-to-use method for finding, choosing, and buying tickets. It is no longer necessary for users to sift through lengthy lists of options or navigate complicated interfaces in order to ask inquiries or express their preferences in plain terms. These platforms can also provide tailored advice and support, which expedites and enhances the ticketing experience. 

‍4. Are conversational ticketing systems secure? 
Indeed, trustworthy conversational ticketing systems put security first and take a number of precautions to shield user information and transactions. This involves adhering to data protection laws like the CCPA and GDPR, using secure authentication techniques to prevent unwanted access, and enforcing encryption measures to protect sensitive data.   

5. What is the best conversational ticketing system to watchout for in 2024?
Enjo is the best conversational ticketing solution that organizations can consider in 2024. Enjo.ai plugins leverages the power of advanced Generative AI technologies to deliver seamless and personalized ticketing experiences. Enjo can be integrated within your existing ticketing system to search for tickets, book tickets, and receive real-time updates, enhancing convenience and efficiency.