Email Response Times: Benchmarks and Tips for Support
Illustration by Bronwyn Gruet

If your company's inbox is out of control, an email ticketing system can help. This article covers the benefits of email ticketing systems and some popular email ticketing platforms to consider for your team.

What is an email ticketing system?

An email ticketing system is a tool that helps a team or organization manage its incoming email requests. The tool turns each email received into a “ticket” that the team can use to track the request through to resolution.

While businesses can manage email through standard email clients like Gmail or Microsoft Outlook, ticketing systems are frequently chosen for their ability to prevent emails from slipping through the cracks and to facilitate the collaborative handling of incoming messages.

In addition to email tracking capabilities, a ticket system may also support a variety of additional channels (chat, social media, etc.), self-service options like knowledge bases, and an analytics dashboard for gaining further insights.

How can different teams use an email ticketing solution?

If you’re wondering how you might use a ticketing system to increase efficiency and improve communication throughout your organization, here are a few ways that different teams may use the platform:

  • Customer support: Support teams collaboratively manage and resolve customer requests, track emerging issues, and surface customer data for the broader company using ticketing tools.

  • IT: IT teams track and resolve technical issues reported within your organization. They may also use a ticketing system for other purposes, such as the management of company property.

  • Finance: Finance teams use ticketing systems to handle incoming messages related to billing, payroll, and expense reimbursements.

  • Marketing: Marketers regularly email outside collaborators, such as content and design freelancers, PR firms, and industry partners. Ticketing systems help document those conversations.

  • Human resources: People operations teams may use ticketing systems to manage employee or applicant communications surrounding hiring or benefits administration.

Organizations outside of traditional business settings use ticketing systems for similar reasons. For instance:

What are the biggest advantages of deploying an email ticketing system?

There are many advantages to switching to a dedicated email management system. The three primary benefits of making the switch are increased organization and efficiency, greater opportunities for building client and customer relationships, and the ability to quantify your team’s efforts.

All of your conversations, organized and in one place

Think about how many times you’ve forgotten to reply to an email — it’s probably more times than you can count! Given that fact, it’s pretty easy to understand how an email can get lost in a business setting where there may be ten times as many messages waiting for your attention.

Rather than having emails scattered throughout individual contributors' mailboxes, email ticketing systems bring all of your emails into one location. Once part of the system, you can assign the conversations to specific people, add tags to track customer issues and priority levels, and automate anything that doesn’t require a human touch.

While poor communication can happen for a wide assortment of reasons, it’s often just due to poor organization. Having a dedicated email solution increases visibility and keeps everything and everyone on the same page.

Build relationships through personalized support

Most people view ticketing systems as impersonal and cold, but having all your customer, client, or student communications managed through a dedicated platform can create a more personalized customer experience.

Email management tools remove the need for your customers to rehash previous support requests. Instead, support agents can view prior tickets and information — like a customer’s order history or how long a client has been with your company — from within the ticket window. This gives your team all they need to offer a customized solution without much back and forth.

An easier way to measure success

So much of the world today is driven by data, which makes using software like Gmail or Outlook a real problem. Neither product offers any analytics, so managers are stuck with the tiresome task of manually creating Excel spreadsheets and pivot tables each time leadership wants to see what their team has been working on.

The fact that creating reports by hand is incredibly boring should be enough to inspire the search for an automated solution. But manually creating reports is beyond boring — it’s unsustainable. Leadership teams require information at a moment’s notice, and managers who update data manually are working at a disadvantage.

Most email ticketing systems come equipped with out-of-the-box reporting functionality that shows statistics on ticket volume, team productivity, insight into trending issues, and data that can help identify areas for training and improvement.

Our top 12 email ticketing system picks

Think your team might benefit from using an email ticketing system to manage your incoming and outgoing emails? Here are 12 options to consider as you start your search.

  1. Help Scout

  2. Hiver

  3. Salesforce Service Cloud

  4. Freshdesk

  5. Front

  6. Jira Service Management

  7. Zendesk

  8. HubSpot Service Hub

  9. Dixa

  10. Zoho Desk

  11. Jitbit

  12. ServiceNow

1. Help Scout

Best email ticketing system for most teams.

Originally developed for customer service teams, Help Scout has evolved into a digital communications platform that takes the heavy lifting out of email management for teams in the support queue and beyond.

Each email a team receives lands in their Help Scout inbox, which is accessible via web or mobile app. Within the shared inbox, team members can work collaboratively to respond to messages. If an employee or team is in charge of handling a specific type of request, those emails can be assigned to the right person for the job. Team members can also mention each other or leave private notes in the email thread, preventing forwarded email chains and keeping all information in one place.


Help Scout provides collision detection to ensure that each support team member knows who is working on which request. Visual cues such as team avatars and color-coded icons help prevent duplicate work and prevent miscommunications from reaching customers' inboxes.

Teams can increase productivity with saved replies — shared email templates that make it easy for your team to send out pre-written, standardized responses to FAQs. Familiar email functions like snooze and send later let you respond to customer conversations on your own time while still keeping your inbox clear. In addition, you can create workflows that reduce busy work like tagging conversations.

Help Scout Screenshot: Snooze

AI features make it easier for your team to respond to conversations more quickly. AI summarize can help get teammates up to speed on an issue by creating bulleted summaries of conversations. This can be handy during the escalation process or when reviewing interactions for quality assurance.

AI assist helps polish your email replies and help center articles. The feature can shorten or lengthen text, adjust its tone to be friendlier or more professional, check for spelling and grammatical errors, and even translate the copy into another language.


AI drafts uses information from previous emails and information from your knowledge base — a feature included in all Help Scout plans — to draft replies to incoming messages on demand. All you need to do is review the response for accuracy and hit send.

Help Scout reporting dashboards let you analyze your teams’ productivity and other important performance metrics like customer satisfaction. Its integrations with other software apps like ecommerce platforms and CRMs help you track orders, view customer details, and see the bigger picture.

Insights and Analytics-AllReport-Blog-MediaLibrary

Beyond email, Help Scout also supports other communication channels like live chat and social media messaging, ensuring that you can be everywhere your customers need you to be.

Price: Free trial available. Plans start at $22/user per month.

2. Hiver

Best email ticketing system for teams using Google Workspace.

screenshot of hiver's customer service software

If your team relies on Gmail but is starting to find that Google products don’t quite cut it when managing email at scale, you might consider Hiver.

Hiver is an email ticketing system built for use within Gmail. You can think of it as an extension that allows your team to view and collaboratively manage customer messages from within the native Gmail interface. Hiver adds the ability to assign emails across your team, use shared email templates, leave internal notes, tag conversations, create simple automations based on rules and criteria that you set, and handle basic tasks using AI.

The tool also offers the ability to provide live chat and a help center if your team is ready to expand beyond an email support system.

Price: Free trial available. Plans start at $19/user per month. Check out our post on Hiver alternatives for a closer look at other similar tools.

3. Salesforce Service Cloud

Best email ticketing system for companies using Salesforce.

Salesforce Service Cloud Screenshot

Salesforce is well known for its customer relations management (CRM) product, but it also offers several other customer-focused tools.

Salesforce Service Cloud is their ticketing system, catering to use cases such as customer service, field service, self-service, and employee service (HR teams, IT teams, etc.). Email management features include a shared inbox, ticket assignments, custom views, reporting, and cross-team collaboration tools. Service Cloud can also handle additional channels like live chat, voice, and chatbots powered by their AI technology, Einstein.

When it comes to cost, Service Cloud’s pricing page can be overwhelming. Add-ons and a seemingly endless table of features may make it hard to understand which plan your company needs. Still, the seamless integration and holistic customer view make Service Cloud a valuable tool if you’re already a Salesforce customer.

Price: Free trial available. Plans start at $25/user per month.

4. Freshdesk

Best email ticketing system for teams looking to add self-service.

Product Screenshot: Freshdesk

Freshdesk is a well-known ticketing solution often compared to Zendesk, another tool on this list. Its free plan converts all emails and social contacts into tickets that are viewable in a shared inbox. Teams can assign tickets, use shared canned responses, leave private notes, and tag tickets. There is also basic reporting and a knowledge base builder available.

This base-level plan includes a limited number of agents and is a great place to start if your company only offers email support. The company’s paid plans are more robust and offer features like service level agreement (SLA) management and round-robin ticket routing. You can also customize your plan using add-ons for features like AI functionality.

One feature offered as part of the platform’s Pro plan is a community forum builder, which allows you to set up a message board for your users. While not email-related, having self-service features like a knowledge base and community forums can help get your customers answers faster than email alone.

Price: Free trial and plan available. Paid plans start at $15/agent per month with the Pro plan starting at $49/agent per month.

5. Front

Best email ticketing system for teams that want to use the same tool for personal and shared email management.

Product Screenshot: Front

Front is a ticketing system that enables teams to manage just about any channel (email, social, SMS, live chat, etc.) through a shared inbox.

The tool boasts many collaborative features like email assignments, canned responses, shared drafts, and internal discussions. You can also utilize tags, set up automations, view reporting dashboards, and use AI technology to handle tasks like ticket summaries, writing assistance, and chatbot support for your site.

An interesting aspect of Front is its choice to integrate personal account access into the tool. For instance, you can view your personal inbox (e.g., and your shared inboxes (support@, accounting@, sales@, etc.) all from within the Front user interface (UI). You can also integrate your calendar, making it easy to schedule meetings without leaving the tool.

Price: Free trial available. Plans start at $19/seat per month.

6. Jira Service Management

Best email ticketing system for engineering or IT teams that use Jira.

screenshot of jira's help desk

Jira Service Management is a platform that assists IT teams in managing service requests, incident and problem responses, asset control, and knowledge access.

The software has the standard features you would expect to find in a help desk system or service desk. In addition, routing capabilities that make it easy to move tickets across multiple help desks, a low cost of entry, AI to help with routine tasks, tools for managing SLAs, and a recognizable UI make onboarding easy for most technical teams.

For those who need to integrate their ticketing system or help desk software to internal communication channels, Service Management can push ticket notifications and activity to platforms like Slack and Microsoft Teams.

Jira Service Management offers a free plan that may appeal to smaller teams. However, potential customers should be aware that this plan only provides 2GB for storing files, lacks some functionality, and doesn’t come with support access beyond self-help in the Atlassian Community.

Price: Free trial and plan available. Paid plans start at $17.65/agent per month.

7. Zendesk

Best email ticketing system for enterprise-level customer support.


Zendesk is a comprehensive platform supporting the management of email, live chat, phone, social media, and SMS as well as self-service channels like its knowledge base software, Zendesk Guide. The software includes shared mailbox functionality with collaborative features that are similar to other email ticketing tools, as well as more specialized features, including customer satisfaction surveys and its AI-powered virtual agent offering.

What separates Zendesk from the competition is its ability to be customized for any use case. You can integrate your Zendesk account with over 1,000 different software products, creating a centralized hub for all your customer, client, or student data. However, something to note is that most of these integrations and customizations are not plug-and-play solutions. Many require basic technical aptitude at a minimum or developer skills at most, meaning that smaller teams may need to hire a contractor to assist with deployment.

For those with the technical resources or budget needed for customization, Zendesk could be a great choice for those who need a flexible solution.

Price: Free trial available. Plans start at $19/agent per month.

8. HubSpot Service Hub

Best email ticketing system for companies using other Hubspot products.

Product Screenshot: HubSpot Service Hub

HubSpot is a company that produces marketing, sales, and service software. While its service arm is less well known, Service Hub should be on your short list if you’re already using the company’s other products.

Like Freshdesk, Service Hub offers a free plan that enables you to manage email from a shared inbox. Teams can assign support tickets to the right agents and ease the burden of repetitive responses by using email templates. Leadership can view reporting dashboards to monitor performance results and make informed decisions. The free plan also allows you to connect with customers through live chat and Facebook Messenger, enabling your team to provide multichannel support.

While a free option is nice, prospective customers should know that many of the best features HubSpot offers (ticket routing, customer feedback surveys, a knowledge base builder, workflow automation to handle tasks like ticket assignment or managing ticket status, etc.) are only available on higher-tiered plans.

Price: Free trial and plan available. Paid plans start at $15/seat per month. Check out our post on HubSpot alternatives for a closer look at other similar tools.

9. Dixa

Best email ticketing system for teams interested in automatic routing.

Product Screenshot: Dixa

Dixa’s approach to email is a little different than some of the others on this list. Instead of having all of your team’s emails moved into a shared inbox, Dixa automatically assigns each conversation to the employee who is best equipped to respond to the request. The platform bases the routing on both priority and agent skill sets and ensures that your support staff will spend more time focused on customer responses and less time cherry-picking the email queue.

The tool offers many of the same email features provided by other email ticket software on this list (customer timelines, internal comments, tagging, reports, etc.). It can also natively offer support for phone calls, live chat, social messaging, and self-service support. For those interested in AI features, Dixa offers a chatbot, conversation summaries, and an agent-assist tool at an additional cost.

While Dixa is impressive, it may not be the best pick for teams only looking for an email management tool. Their $39/agent per month plan only covers the Dixa Messenger channel — those wanting email support will need to opt for their Growth plan, which starts at $89/agent per month with a seven seat minimum.

Price: Free trial available. Plans including email start at $89/agent per month (seven seat minimum).

10. Zoho Desk

Best email ticketing system for organizations interested in sentiment analysis.

Zoho Desk Screenshot

Zoho is a company that offers several products geared toward helping businesses do their best work. One of them, Zoho Desk, is a ticketing system that can help teams manage email and other popular channels like social and chat.

The platform has traditional ticket management and reporting features as well as more advanced tools like its AI offering, Zia. Zia has many useful tools, such as a chatbot, automatic ticket tagging, and basic reply drafting. 

Zoho’s AI features also include sentiment analysis, which can mark a case as positive, negative, or neutral and tag any problems that may have led to a negative rating. This helps your team have the context needed to turn negative customer experiences around.

Price: Free trial and plan available. Plans including email start at $7/agent per month; plans including Zia AI features start at $40/agent per month.

Check out our post on Zoho Desk alternatives for a closer look at other similar tools.

11. Jitbit

Best email ticketing system for organizations that prefer to self-host.

Product Screenshot: Jitbit
Source: Jitbit

Jitbit has all of the features needed to manage user and customer emails, such as a shared inbox, email assignments, agent collision alerts, canned responses, AI-generated responses, tagging, reporting, and a knowledge base builder. In addition, its simple UI and asset management feature makes it an excellent choice for IT service desks.

For teams on the go, Jitbit help desk offers mobile apps that let you respond to user and customer queries from anywhere via your iOS or Android device.

One aspect of Jitbit that sets it apart is that it offers two options for accessing its platform — hosted as a software as a service (SaaS) product or self-hosted, meaning your team can download and run the software on your own servers. While most teams will prefer the ease of using a web-based, hosted product, companies that manage sensitive information and want complete control over their data may choose to keep their ticketing system in-house for increased security and safety.

Price: Hosted (SaaS) plans start at $29 per month; self-hosted software starts at $2199.

12. ServiceNow

Best email ticketing system for teams that require a large-scale ITSM solution.

screenshot of servicenow's customer service software

ServiceNow is one of the hottest information technology service management (ITSM) tools currently on the market. Targeting the enterprise-level user, ServiceNow has an impressive list of features ranging from standard email ticketing tools to asset and cost tracking to an online employee center that provides a central place for staff to access services quickly.

ServiceNow is a powerful system with features that smaller groups may not require, such as vendor management or dynamic translation functionality. While it’s unnecessary to use every feature available in a tool, extra features tend to raise plan pricing, and paying for things you’ll never use isn’t ideal.

Price: Contact for pricing.

Get started with email ticketing software

Email support at scale can be overwhelming, but it doesn’t need to be that way. Switching to a ticketing email system can save time and effort and help you communicate more effectively inside and outside your organization.

If you're looking for an email tool that can handle your client and customer inquiries and provide value that spans beyond the queue, sign up for a free trial of Help Scout today.

Did you know that we also have this guide available in German and French?

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