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Reviews

The 25 best email support systems

Oliver Stasinszky

Oliver Stasinszky

Last modified on September 2, 2021 at 9:47 am

Email support is one of the most widely used and important channels of customer service. It’s a flexible and fundamental medium familiar to both your customer service agents and customers. 

According to statistics, good customer service remains the most valuable asset for any company. Around 54% of consumers have higher expectations for customer service today, while 67% of consumers believe that, as a whole, customer service is improving.  

On the other hand, customers are willing to pay more for an exceptional customer experience. While chat and phone will provide your consumers with timely responses, email support allows people to think things over and communicate their issues more precisely. It also gives customer support more time to come up with an effective solution and structure their answers. 

The most effective email support systems have ticketing features that allow your customer service and support professionals to manage incoming queries, reduce stress on your email support queues, and distribute incoming cases more efficiently. 

Since there are so many email support systems to choose from, here are the 25 best email support system solutions to keep an eye on in 2021.

What is an email support system?   

Also called an email ticketing system, an email support system is an excellent business solution for managing your email traffic, as well as assigning, prioritizing, organizing, and tracking emails.

An email support system allows your customer service agents to filter out the most important customer emails and set the ticket status based on priority. As soon as a customer’s email lands in an email support system, it becomes a ticket.  

Agents track the status of each ticket via a business application and organize them further down the funnel. An effective email ticketing/support system allows a business to handle customer requests and issues and increases customer satisfaction. 

Aside from that, this system is also a single place for managing and tracking every existing customer inquiry. What makes it so valuable today is that it isn’t confined to just email but also gives you access to messages from live chat, social media, phone calls, and your knowledge base.

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Why use an email support system in your business

Your business may be just fine with using email or any other customer support software solution to handle your service operations. However, if you want to take your customer service capabilities to the next level, you’ll need a professional email support system. Here are some of the benefits of adopting such a system in your business.

A centralized system for organizing high volumes of customer inquiries

One of the most important reasons to use an email support solution is to control your incoming customer support queries. It allows you to fully catalog, organize, and prioritize all incoming customer requests. 

If you’re dealing with high volumes of requests daily, such an advantage is critical for your business. Aside from improved customer support, this system makes sure that no customer inquiries go unanswered. 

Manage all interactions from a single place

Email support and ticketing systems function seamlessly in modern multi-channel environments. If you’re trying to reach your consumers through various channels, a support system can help you consolidate all interactions and customer communications into one unified thread. 

In other words, you get to provide each customer with a personalized experience by allowing them to send their inquiries via their preferred channel of communication. That way, your customers get the highest level of personalized service, and you get a unified solution for managing all customer communications.

Seamless customer service experience for each customer

86% of customers expect customer service agents to know their previous purchases and have insights into past interactions. Businesses that don’t invest in a suitable email support system fail to meet these expectations because their customer service staff seldom has the necessary context to handle the issue at hand efficiently. 

That can change with the use of email support and a ticketing system. This solution gives your agents insight into past interactions with every consumer.

Improved customer communication and satisfaction

Since an email support system puts all interactions into one shared location, it makes the entire communication between your customer service and consumers more manageable. Consumers can contact the customer support from all standard channels, and agents can identify and respond with a tailored message based on the channel the customer had used to send the inquiry. Such a level of personalization can do wonders for customer satisfaction.

Top 5 email support systems compared

Email support systemCapterra RatingFree version Free trialStarting price 
LiveAgent4.7/5 (approx. 1K reviews)YESYES$15 per agent/mo
ZenDesk4.3/5 (approx. 2.5K reviews)NOYES$19 per agent/mo
Zoho Desk4.5/5 (approx. 1.6K reviews)YESYES$14 per agent /mo
ProProfs Help Desk4.9/5 (8 reviews)YESYES$15 per agent /mo
Freshdesk4.5/5 (approx. 2.3K reviews)NOYES$19 per feature /mo
Dated as of June 14th

Best email support system features

Since there are so many different email support systems out there, it can become quite challenging to find an option that suits your business needs. 

Fortunately, we have come up with a list of the best email support system features that you should look for when choosing an email support system for your company.

  • Automated ticket distribution

One of the crucial features your email support system should have is an automated ticket distribution. This invaluable tool automatically assigns tickets to your customer service agents based on a set of rules. It can either assign tickets to agents based on their particular skills or route tickets to agents that are available at the moment.

Ticketing feature in Help desk software - LiveAgent
  • Self-service knowledge base

Your email ticketing solution should allow for proactive services through a help center or a customer-centric database. This database or customer portal allows your customers to find any information they need through an FAQ page, videos, or how-to articles. 

Knowledgebase customization in Customer portal software - LiveAgent
  • Real-time reporting

A ticket system is nothing without an advanced reporting feature. This feature allows you to track various customer service metrics and performance indicators. You can also identify weaknesses in your customer service by encouraging customers to leave their feedback and rate your service.

Reports in Help desk software - LiveAgent

How much does an email support system cost?

Not all solutions come with the same pricing models and plans, and the price can vary dramatically based on the number of agents you employ. The price also determines the number of features you can access and use. 

The prices can vary from as low as $10 per month per user to ten times that number. If your business has specific needs, a solution with a custom pricing model might be the best option.

The 25 best email support systems of 2021

1. LiveAgent

The 25 best email support systems
LiveAgent email support system

LiveAgent is among the most trustworthy email support systems on the market. LiveAgent provides modern help desk features like ticketing, live chat, and CRM that allow businesses to enhance their customer service. In addition, it offers unlimited agent seats, migration services, and an option to connect with the most popular social media networks like Facebook, Instagram, and Viber.

LiveAgent: Ticketing Software Demo

Along with a unified inbox, you get access to a knowledge base and a range of native, external, and Zapier integrations with third-party apps as well as mobile apps for both iOS and Android. 

LiveAgent boasts 26 industry awards in various categories, making it an ideal solution for your customer service needs.

Key features:

  • Ticketing system
  • Universal inbox
  • Live chat
  • Help desk
  • Knowledge base
  • Automated ticket distribution
  • Agent collision detection
  • Mobile apps for iOS and Android
  • Language adaptable widgets
  • Automatic callbacks
  • Video calls
  • Call routing
  • Hybrid ticket stream
  • Unlimited agent seats
  • Email templates

Pros and cons:

Pros:

  • Fantastic customer support
  • Integrations with Facebook, FB Messenger, Twitter, Instagram, and Viber
  • Gamification with rewards, badges, and levels
  • Real-time reporting
  • User-friendly email ticketing interface
  • Demo
  • Free 14-day trial (no credit card required)
  • Forever free plan 

Cons:

  • No LinkedIn or WhatsApp integration

Price:

  • Forever free plan
  • Ticket – $15/month
  • Ticket+Chat – $29/month
  • All-inclusive – $39/month

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2. ProProfs Help Desk

The 25 best email support systems
ProProfs unified inboxes

ProProfs offers unprecedented email support and a ticketing system that isn’t only user-friendly but, also a multi-purpose solution for customer service. Aside from exceptional ease of use, ProProfs allows your agents to collaborate in real-time and assign different roles to each team member. 

The prioritization tool allows you to organize the incoming messages and ensure your agents never miss urgent tickets. However, the biggest strengths of this email support system are survey and database maker, live chat, and a range of other customer support tools that allow you to provide your customers with 24/7/365 customer service.

Key features:

  • User-friendly, multi-purpose interface
  • Real-time agent collaboration and collision detection
  • Simplified help desk workflow
  • Agent roles and permissions
  • Shareable customer feedback surveys, NPS, and CSAT
  • Database and FAQs to help reduce support ticket volume

Pros and cons:

Pros:

  • Ease of use
  • Real-time reporting
  • Free plan
  • Core help desk features

Cons:

  • No option to assign routed tickets to specialized agents
  • No option to personalize automatic responses to customers

Price:

  • Forever free plan
  • Essentials: $10/user/month
  • Premium: $15/user/month

3. Freshdesk

The 25 best email support systems
Freshdesk interface

Freshdesk provides an intuitive interface and plenty of customization, which is why it is used by Fiverr, TeamViewer, and thousands of other businesses. 

The software is packed with excellent features for streamlining customer requests and handling issues. Your customer service agents can quickly gather data to analyze trends and customer feedback, manage conversations, and more.

Key features:

  • Facebook and Twitter conversation management 
  • Mobile application for customer support on the go
  • Access to the Freshdesk marketplace with more than 500 applications
  • Option to add a chatbot or a website widget to a self-service portal

Pros and cons:

Pros:

  • Variety of features like scenario automation, thank you detector, scheduling dashboard, and chatbot
  • Perfect for small and midsize companies
  • Contextual assistance

Cons:

  • Ticket assignment takes more time than with other tools
  • Troubles with email optimization on mobile apps

Price: 

  • Sprout: Free
  • Blossom: $15/user/month
  • Garden: $35/user/month
  • Estate: $49/user/month
  • Forest: $99/user/month

4. SysAid

The 25 best email support systems
SysAid email support system

SysAid is powerful and convenient email support and management software that includes password reset functions, a self-service portal, live chat features, asset management, and more. SysAid is an excellent solution for improving decision-making and IT/email support performance for smaller and larger teams alike.

Key features:

  • Target relevant KPIs
  • Internal knowledge database
  • Live chat
  • IT support
  • Website chat icons embedding
  • View email and ticket history
  • Automated ticket routing
  • Domain password resetting
  • Personalized email support
  • Automated workflow

Pros and cons:

Pros:

  • Customizable ticket management
  • Accurate reporting
  • Asset management 
  • Live chat feature
  • Excellent customer support
  • Easy onboarding process

Cons:

  • Category management
  • The remote support feature could be better
  • Complicated configuration of the alerts module

Price

Price on request

5. SolarWinds Service Desk

The 25 best email support systems
SolarWinds service desk dashboard

Many businesses need a centralized solution for managing multiple user requests across various channels, including self-service portals, walk-ups, phone calls, and email. That’s where the SolarWinds service desk shines.

This tool allows you to easily customize the dashboard so that your customer support team can measure the industry-standard metrics. Your team can handle all ticket requests submitted through the help desk software and track the progress to improve your customer satisfaction score.

Key features:

  • Ticket prioritization and management
  • Various ticket management practices
  • Standardization of service fulfillment and request processes via a service catalog
  • A unified self-service portal for submitting requests and tickets
  • Real-time reporting on ticket resolution, ITIL processes, CSAT scores, SLA breaches.
  • Employee service portal

Pros and cons:

Pros:

  • Advanced ticket management 
  • 24/7 access to service
  • Self-service portal
  • Service level management
  • Customizable dashboard
  • Remote management and login
  • Asset reporting
  • Ticket categorization
  • Excellent customization

Cons:

  • Poor integration with third-party software
  • Reporting templates need improvement
  • Poor technical support
  • Poor Mac OSX support

Price

  • Team: $15/agent/month
  • Business: $29/agent/month
  • Professional: $49/agent/month
  • Enterprise: $69/agent/month

6. Zoho Desk

The 25 best email support systems
Zoho Desk email support and ticket management system

Zoho Desk is an excellent solution for companies that need a context-aware and intuitive email support and ticket management system with multi-channel options. Aside from fantastic email support in multiple languages, Zoho Desk also offers a function to automate answers to help your customer service staff stay on top of their daily workload. 

This software tracks multiple metrics and even helps you determine customers’ preferences and common issues based on your previous interactions. It also has integrations with Zoho, MailChimp, Facebook Ads, Slack, G-Suite, and Microsoft Office 365. 

Key features:

  • Multi-channel support
  • Advanced ticket management
  • Customer context from past interactions
  • Updated templates
  • Mobile applications
  • Gather relevant performance metrics
  • Automated email answering
  • Customer feedback gathering

Pros and cons:

Pros:

  • Advanced ticket categorization
  • Advanced performance tracking
  • 24/7 customer service
  • Compatible with popular platforms and mobile apps
  • Zoho integration
  • Time tracking
  • Ease of use
  • Easy tasks assignment
  • Message updates

Cons:

  • Zoho CRM integration could be better
  • The interface can be confusing and difficult to use
  • Complicated automation setup
  • Not enough customization options

Price

  • Free: up to 3 agents, limited features package
  • Standard: $12/agent/month
  • Professional: $20/agent/month
  • Enterprise: $35/agent/month

7. Intercom

The 25 best email support systems
Intercom email support system

Intercom is an excellent solution for businesses that typically respond to customer interactions, requests, and inquiries via mobile apps and social media networks. 

If most of your customers prefer using mobile, Intercom has you covered. Its native Android and iOS apps allow your agents to keep track of all customer interactions in real-time. Intercom also includes an email support system that will enable you to divide your sales and customer support into two separate inboxes for easier management.

Key features:

  • Canned responses
  • Automate daily tasks
  • 250+ additional tools
  • AI-powered bots
  • Advanced reporting
  • Conversation prioritization and routing
  • Live chat

Pros and cons:

Pros:

  • An excellent time-saving tool
  • Ease of use
  • Reduced manual work
  • 250+ tools
  • Upfront information gathering
  • Social media integration with Facebook, FB Messenger, and Twitter
  • App integrations with Google Meet, Stripe, Aircall, Zendesk Support, and more
  • Share reports 
  • Advanced automation

Cons:

  • Troubles with Salesforce integration
  • The UI can be confusing
  • Slow user-initiated actions

Price

  • Start: $39/month 
  • Grow: $99/month
  • Accelerate: $499/month 
  • Scale: $999/month 

8. Zendesk

The 25 best email support systems
Zendesk interface

Zendesk is much more than just an email support system – it’s a practical all-in-one solution. It’s great for solving customer support tickets, prioritizing, and tracking all customer interactions. In addition, Zendesk allows you to manage all interactions from a single place to make your customer support more personalized and efficient. 

One of its biggest strengths is that it supports self-service. You can provide your target audience with a dedicated help desk and a community forum where they can find solutions to their problems without the need to contact your customer support team. That, in turn, reduces average waiting and resolution time and improves your customer satisfaction score.

Key features:

  • Easy-to-analyze reports
  • Trend tracking and monitoring
  • Customer data integration via multiple options
  • Skill-based ticket assignment
  • Escalate customer support and service issues
  • Self-service portal and community forum
  • AI-powered bots

Pros and cons:

Pros:

  • Easy reporting
  • Multiple integration options
  • Customer service CRM
  • Dedicated help center

Cons:

  • Even when a specific trigger is deactivated, you can still apply other triggers to a ticket
  • You can only manage a limited number of tickets
  • Cluttered interface

Price

  • Suite Team: $49/agent/month
  • Suite Growth: $79/agent/month
  • Suite Professional: $99/agent/month

9. Hiver

The 25 best email support systems
Hiver email software

Hiver is a simple and effective solution that allows you to use your Gmail inbox. You can assign email tickets to your agents with a single click and keep all your customer conversations organized. Hiver also has advanced reporting and provides actionable insights into your overall performance, SLA violations, and workload distribution. All that, plus its integrations with Zapier and Slack, make it a simple yet highly effective tool. 

Key features:

  • Email tags for improved prioritization and categorization of customer issues
  • Collision alert feature for receiving notifications when responding to emails
  • Activity timeline for viewing all email actions
  • Seamless workload distribution and optimization
  • Additional communication channels and customer service contacts via Zapier and Slack
  • Gmail ticketing system

Pros and cons:

Pros:

  • Fast customer service
  • Zapier and Slack integration
  • Great user experience

Cons:

  • Automation rules need more optimization options
  • Features like a website chat widget and CRM integrations and not included
  • The system lacks bulk-adding email addresses

Price

  • Lite: $7/user/month
  • Grow: $22/user/month
  • Pro: $37/user/month
  • Elite: $57/user/month

10. Spiceworks help desk

The 25 best email support systems
Spiceworks help desk

Spiceworks help desk is a perfect choice for those who want to empower their customers to submit new inquiries without getting in touch with customer service agents. Instead, your staff can use this help desk software to create a user portal through which customers can submit tickets and monitor the progress of their existing requests. 

It allows you to create a database where you can provide answers to the most frequently asked questions. Spiceworks also helps your customers educate themselves on how to get the best customer service. The mobile apps offered alongside this email ticketing system will ensure your team is always up-to-date with the latest tickets.

Key features:

  • Improved ticket organization
  • Custom fields
  • Agent collaboration
  • Customizable user self-service portal
  • Auto-assign tickets to multiple agents
  • Remote email support

Pros and cons:

Pros: 

  • Free software for enterprises and individual users
  • IT service management
  • Push notifications
  • Mobile apps
  • Compatible with mobile devices

Cons:

  • Limited cloud version
  • It doesn’t support the ITIL framework

Price

  • Free for everyone

11. HelpCrunch

The 25 best email support systems
HelpCrunch agent interface

HelpCrunch provides several excellent features, including automated email follow-up sharing, timely messaging previews, and advanced chatting features. 

However, its main advantage is the option to perform multiple tasks simultaneously — merge, assign, and tag support conversations to increase your customer service team’s productivity. A single agent can handle up to five customer interactions concurrently, reducing customers’ average waiting time.

Key features:

  • Pre-made answers to customer FAQs
  • Slack, email, and browser notifications
  • Canned responses
  • Mobile and web live chat
  • Customer feedback gathering
  • Online status indicator
  • Customer rating

Pros and cons:

Pros:

  • Easy ticket management
  • User-friendly interface
  • Slack integration
  • Self-serving database and FAQs
  • Mobile app for both iOS and Android
  • Unified, shared HelpCrunch inbox
  • Automated email follow-ups

Cons:

  • More language translations are required
  • Facebook and Twitter integration still in the works
  • Chatbot customization options are lackluster

Price

  • Standard: $23/user/month
  • Premium: $39/user/month
  • Enterprise: On request

12. ConnectWise Control

The 25 best email support systems
ConnectWise Control software

Initially designed for IT teams and departments, the worldwide recognized ConnectWise Control is an intuitive software that allows you to harness the power of automation. 

It can also be an excellent tool for improving customer experience. Its many features include asset, project, inventory management, help desk, and the advanced email support system for easier prioritization and email scheduling. 

The software also includes chat tools and can be tested for free. As a result, it’s a complete solution for managing customer service team assignments and automating tickets.

Key features:

  • Real-time chat
  • Compatible integrations
  • Advanced reporting
  • Interaction tracking
  • Deployment to the cloud
  • Compatibility with Android, iOS, Windows, and Mac
  • Ticketing strategies
  • Automation of notifications and tickets
  • Team assignments
  • Time tracking
  • Account management
  • Cybersecurity assistance

Pros and cons:

Pros:

  • Free demo
  • High compatibility with digital software and operating systems
  • Third-party integrations
  • Additional options
  • Help desk
  • All-in-one software

Cons:

  • No document storage
  • Needs automated routing

Price

  • Single License Restriction: $19/month
  • Standard: $35/technician/month
  • Premium: $45/technician/month

13. Freshservice

The 25 best email support systems
Freshservice unified solution

Freshservice isn’t only an email support system and help desk software but also a cloud-based IT service management tool. This unified solution provides companies of all sizes with the most effective way to streamline both team and individual workflow.

Workflow optimization and automation are excellent system processes for assigning, categorizing, and prioritizing tickets based on preexisting rules. Your customer service agents can easily remove or edit ticket rules as they please. The software also includes additional options like IT asset management and project management.

Key features:

  • 24/7 live customer support
  • Document storage
  • Automated routing
  • Gamification options
  • Ticket automation
  • Email management
  • Workflow automation
  • Mobile apps for Android and iOS
  • IT service management
  • Remote access to the email ticketing system

Pros and cons:

Pros:

  • 21-day free trial
  • Multi-channel support
  • Cloud-based ITSM
  • Ease of use
  • Compatible with mobile devices
  • Data tracking

Cons:

  • No free version

Price

  • Starter: $19/agent/month
  • Growth: $49/agent/month
  • Pro: $89/agent/month
  • Enterprise: $109/agent/month

14. Front

The 25 best email support systems

While designed as an inbox management solution, Front is an excellent email support system for small to midsize companies with many valuable features, including automatic ticket routing. 

Aside from all the usual goodies like canned responses and team performance tracking, Front supports third-party software integration. It allows your customer support agents to build automatic workflows, organize customer interactions, prioritize requests, and more. Front also offers numerous add-ons such as additional team channels, increased API limit, and a Twitter integration.

Key features:

  • Inbox management tool
  • Email ticketing system
  • Canned responses
  • Team performance tracking and analytics
  • Automatic workflows
  • Task prioritization
  • Twitter integration
  • Real-time reporting
  • Automated ticket routing

Pros and cons:

Pros:

  • Dedicated team inbox
  • 7-day free trial
  • Additional add-ons
  • Additional team channels
  • Automated requests
  • Real-time chat
  • Iteration tracking

Cons:

  • No document storage support

Price

  • Starter: $19/person/month
  • Prime: $49/person/month
  • Enterprise: $99/person/month

15. HappyFox

The 25 best email support systems
HappyFox web-based email ticket support

HappyFox provides a highly effective web-based email ticket support system and online help desk software. This software allows you to fully customize the customer service experience with personalized workflows and custom fields.

Help desk integrations are enough to match even the most demanding business needs, and you can also add a chatting option to your website. With HappyFox, you get an effective management system with additional options such as multi-channel ticketing and pinned tickets.

Key features:

  • Help desk integrations
  • Email ticketing 
  • Custom fields
  • Live chat
  • Multi-channel ticketing
  • Real-time reporting
  • Asset management
  • Alerts/escalation
  • Omnichannel support
  • Support ticket system
  • Self-service database

Pros and cons:

Pros:

  • User-friendly interface
  • Real-time chat
  • Ticket information modification
  • Daily to-do lists

Cons:

  • There is no 24/7 support

Price

  • Annual plan starts at $29/agent/month
  • The annual plan for enterprises goes up to $89/agent/month

16. Kayako

The 25 best email support systems
Kayako customer service software

Kayako is a well-known customer service software for small businesses and startups, and government and charity organizations. While essentially a customer service support system, Kayako also offers well-rounded email ticketing support, including a live chat feature and an array of impressive features.

These features include team communication assistance and collaboration, canned responses, and CRM integrations. One of the advantages of using Kayako is that you can measure customer satisfaction through CSAT scores.

Key features:

  • 24/7 live chat and customer support
  • SaaS, cloud, and web deployment
  • App and CRM integration
  • Canned responses
  • Team communication and collaboration
  • CSAT scores
  • Real-time reporting

Pros and cons:

Pros:

  • Ease of use
  • Easy integration
  • Collaborative solution
  • Live chat apps for iOS and Android

Cons:

  • No document storage
  • No interaction tracking

Price

  • Inbox: $15/agent/month
  • Growth: $30/agent/month
  • Scale: $60/agent/month

17. ManageEngine

The 25 best email support systems
ManageEngine database

If you need a solution that unites IT management, email support, and ticketing, ManageEngine is the right software solution for you. It offers a broad suite of email support tools like a help desk, interaction tracking, and Disk Monitor.  

You can create an IT database, allow your customers to log their requests, and provide them with a self-service portal to keep them informed 24/7. You can also count on automated delivery, API integration, SLA management, and multi-site support.

Key features:

  • Internal and external database
  • Self-service portal
  • IT management
  • Automated delivery
  • API integration
  • 24/7 live support
  • Document storage
  • Interaction tracking
  • Third-party app integration
  • Automated routing

Pros and cons:

Pros:

  • Real-time chat
  • Two-in-one solution
  • Free tools like PST Migration Tools, Script Zone, and Disk Monitor Lite
  • Native mobile apps for iOS and Android
  • Help desk system

Cons:

  • Difficult to find all devices seen on a server
  • The dashboard can be confusing and difficult to navigate

Price

  • Starter: starts at $10/technician/month
  • Prime: starts at $21/technician/month
  • Enterprise: starts at $50/technician/month

18. Salesforce Essentials

The 25 best email support systems
Salesforce Essentials features

As stated by Forbes, Salesforce Essentials is one of the most innovative software solutions on the market. This cloud-based solution for small businesses provides companies with multi-channel email support. It also has a ticketing system optimized to support such organizations’ customer support and service needs. 

The software helps you provide customers with self-service portals, store documents, automate routing, and track interactions. You can also tap into additional features like social media integrations, alters/escalations, and ticket management. 

Key features:

  • Cloud-based email ticketing
  • Multi-channel support
  • Self-service portal
  • Document storage
  • Integrations with Facebook, Instagram, Twitter, Messenger, and YouTube
  • Alerts/escalation
  • Ticket management
  • CRM integration
  • Customer surveys and signatures

Pros and cons:

Pros:

  • 30-day free trial
  • Android and iOS deployment
  • Document storage
  • Additional features
  • Guided onboarding
  • Easy setup
  • Help desk apps integration

Cons:

  • Limited customer support for email

Price

  • Prices range from $25-$300 per month.

19. Team Support

The 25 best email support systems
TeamSupport ticket history

TeamSupport is a B2B-centered customer service software with the main focus on improving team collaboration. With this software, you can easily remove repetition from everyday tasks by using automation, escalating and handling tickets, setting up rules for ticket routing, and integrating support email. 

More importantly, this software is packed with additional features that provide your agents with the support and data they need, including suggested solutions.

Key features:

  • Automation
  • Email integration
  • Ticket management
  • Automated routing
  • IBM Watson technology
  • Remote customer support 

Pros and cons:

Pros:

  • Free demo
  • Accessible Android and iOS mobile app
  • Document storage
  • Sentiment analysis

Cons:

  • No 24/7 live support

Price

  • Support Desk: $50/agent/month
  • Enterprise: $69/agent/month

20. Vivantio Pro

The 25 best email support systems
Vivantio Pro dashboard

Vivantio Pro is considered to be the standard for ITIL-compliant and enterprise-focused user service and help desk offerings. Aside from its competitive price, Vivantio Pro comes with several advanced features that separate it from other email support and ticketing systems. 

You can make all your email ticketing operations more transparent, automate processes, create unlimited ticket types, and more.

Key features:

  • Self-service portals
  • Unified ticket inbox
  • Easy information distribution
  • Mobile edition
  • Manage multiple tickets
  • ITIL support
  • Multiple SLAs
  • KPIs monitoring and tracking
  • Custom fields
  • Create routing rules
  • Custom dashboard

Pros and cons:

Pros:

  • Easy configuration
  • Intuitive and user-friendly interface
  • Mobile app for Android
  • Database management
  • Global search ads

Cons:

  • Complete feature set requires the most expensive plan
  • Requires training for proper use

Price

  • Value: $42/user/month 
  • Vital: $52/user/month
  • Velocity: $82/user/month
  • Visionary: $142/user/month

21. Agiloft Service Desk

The 25 best email support systems
Agiloft real-time service support

In the world of email ticketing and support, not all solutions are created equal. Large corporations need advanced customer support and service desk solutions that can scale up as the company grows.

Agiloft just so happens to be such a solution. This customer service and support system will help improve your consumer-facing and internal service desk scenarios. It’s an entire platform with features that allow large companies and enterprises to utilize widgets to provide real-time agile service and support to their consumer base.

Key features:

  • Asset management
  • Social media tickets from Twitter and Facebook
  • Database
  • Self-service portal
  • Support widget
  • Custom reporting

Pros and cons:

Pros:

  • Great customization options
  • Predefined reports
  • Great integration
  • ITIL compliant
  • Better workflows

Cons:

  • No remote control
  • No 24/7 live chat support
  • No chatbot support

Price

  • Professional: $45
  • Professional Unlimited: $65
  • Enterprise: $75

22. Gorgias

The 25 best email support systems
Gorgias agent interface

Gorgias allows you to bridge the gap between sales and customer service. This email support software offers a range of features and tools, like the onboarding assistant, customer surveys, and chat campaigns, to help you acquire new prospects and convert them into loyal consumers. 

The biggest strength of Gorgias is a simple integration with the top three most popular e-commerce platforms — BigCommerce, Magento, and Shopify. In addition, through its advanced email ticketing system, your customer service agents can also pull customer requests, interactions, data, and inquiries directly from the platform. 

Key features:

  • Ticket management
  • Unlimited users
  • Live chat
  • Third-party integration
  • Onboarding assistance
  • Chat campaigns
  • Customer surveys
  • Revenue metrics
  • Team management 
  • View sharing
  • Automation of routine customer service tasks
  • Social media integration with Facebook, FB Messenger, and Instagram
  • SMS ticketing

Pros and cons:

Pros:

  • 7-day free trial
  • E-commerce tools
  • Ease of use
  • Clean interface
  • Omnichannel approach

Cons:

  • Needs spam control
  • It’s hard to set up workflows

Price

  • Basic: $60/month
  • Pro: $300/month
  • Advanced: $750/month

23. Groove

The 25 best email support systems
Groove inbox

Groove is an excellent solution for businesses that have outgrown their email for customer service and need a scalable email ticketing solution. Groove can provide all the necessary and scalable service and support your team needs to handle inquiries on multiple channels. 

Thanks to its intuitive and effective team collaboration tools, you can organize your entire email traffic, assign specific requests based on skill, improve team cooperation, add internal private notes to private discussions, and more. 

Key features:

  • Unified inbox
  • Database
  • Live chat
  • Web widget
  • API access
  • Third-party integrations
  • Advanced reporting
  • SMS and WhatsApp ticketing
  • SSO/SAML
  • Team collaboration tool
  • Cybersecurity

Pros and cons:

Pros:

  • Exceptional automation features
  • Affordable monthly plans
  • Advanced tools
  • Customizable database
  • Customer self-service

Cons:

  • Lacks customizable web forms
  • Phone call logging needs improving

Price

  • Starter: $9/user/month
  • Plus: $19/user/month
  • Pro: $29/user/month
  • Company: Custom pricing

24. Userlike

The 25 best email support systems
Userlike webvisitor overview feature

Userlike is the best solution for businesses that need a combination of mobile messaging and website chatting – the two most important channels of communication for consumers.

Userlike can help your sales managers and representatives, as well as your support agents and customers. You’ll have the option to chat with customers via SMS, Telegram, WhatsApp, Facebook Messenger, or utilize a chatbot to automate conversations.

Key features:

  • Canned responses
  • Real-time chat and messaging
  • Chatbot
  • Ticket and communication management
  • Customer support and service analysis
  • Email management and distribution
  • Feedback collection
  • Geotargeting
  • Proactive chat and queue management
  • Customer surveying
  • Third-party integrations
  • SMS messaging
  • Integration with Facebook Messenger, Trello, Mailchimp, Slack, Hubspot, and more
  • Performance metrics and analytics
  • Advanced reporting 

Pros and cons:

Pros:

  • Multiple ways to connect with customers
  • Wide range of advanced features
  • Web-based, Saas, and cloud deployment
  • Mobile support
  • FAQs/forum
  • Free trial

Cons:

  • A faulty interface alerts system
  • Spam filter functionality could be better

Price

  • Free
  • Team: $90/month
  • Corporate: $290/month

25. HelpOnClick

The 25 best email support systems
HelpOnClick operator panel

HelpOnClick is a comprehensive email support system for e-commerce businesses and merchants that need an easy way to get in touch with their customers. This software provides intuitive and straightforward help desk and live chat options. 

You can integrate your customer support operations with centralized help desk, CMS, and CRM systems, add customizable icons, chat agents, and real-time traffic monitoring to ensure top service and support for your target audience.

Key features:

  • Call center management
  • Canned responses
  • Email management
  • Live chat
  • Screen sharing
  • Surveys and feedback
  • Ticket management
  • Integration with Facebook and Twitter
  • SLA

Pros and cons:

Pros:

  • Free trial
  • Affordable plans
  • Mobile support
  • Supports 20 languages, including Japanese and Russian
  • Compatible with iOS and Android devices
  • Works on any website

Cons:

  • Trouble launching it in Google Chrome
  • Limited dashboard
  • Confusing setup

Price

  • Starter: $12/agent/month
  • Advanced: $19/agent/month

Top 5 email support systems compared

Since we already mentioned the top 5 email support systems previously, let’s briefly compare the top five solutions by highlighting the features that make them stand out from the rest.

1. LiveAgent

LiveAgent dashboard
LiveAgent dashboard

With a user-friendly interface, hybrid ticketing stream, excellent customer support, and added benefits of social media and a range of third-party app and software integrations with Facebook, Instagram, or WordPress, LiveAgent stands out. 

You get access to a help desk and knowledge base software, unique gamification features with badges and rewards, and even language adaptable widgets. The best thing is that you can get a taste of this powerful tool through a demo or the free version before spending a cent on it. You can even jump right in and experience its full potential with the 14-day free trial.  

Detailed Help Desk Feature Overview

Since LiveAgent has 26 awards under its belt, it’s safe to say that it is a secure and incredibly effective solution for businesses that need complete control over their email ticketing activities. 

It’s a robust solution with several pricing options to fit any budget, earning LiveAgent the number one spot on our list. 

Too many options to choose from

LiveAgent is an all-in-one customer service solution that helps companies with customer support and reduce churn.

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2. Zendesk

The 25 best email support systems
Zendesk agent interface

Zendesk isn’t just a software solution for your email ticketing needs – it’s a top email support system. It’s easy to use and allows your customer service agents to streamline email ticketing processes and customer conversations. 

Even though it provides various useful features, some more affordable solutions offer more extensive support for handling scalable email ticket management.

3. Zoho Desk

The 25 best email support systems
Zoho Desk customer interaction

Zoho Desk is on our list of top five email ticketing solutions because it’s also one of the leading contact center software. Besides providing all necessary features for email support, Zoho Desk is a unique solution for handling customer interactions as it comes with a chatbot – a feature that most modern companies prefer today. 

While more affordable than most similar solutions, Zoho Desk lacks certain features that would give it a higher position on our list. Still, Zoho Desk has Windows and Mac deployment capabilities, which is a big plus.

4. ProProfs Help Desk

The 25 best email support systems
ProProfs email help desk software

ProProfs Help Desk deserves a place on our list simply because of its excellent prioritization tool. Thanks to this feature, ProProfs becomes an omnichannel email help desk that helps your team organize and prioritize the most critical emails and conversations. 

More importantly, your agents will never miss urgent tickets with this software solution. That aside, this software also includes additional support features and a survey maker. It may boast an array of features as some other tools, but it will ensure the 24/7 service your customers deserve.

5. Freshdesk

FreshDesk open tickets
FreshDesk open tickets

Besides being an excellent solution to upgrade your customer support, Freshdesk is an email management solution with a unified inbox and impressive integration capabilities. 

It has a marketplace with over 500 additional customer support apps and allows you to manage Facebook and Twitter conversations. While several other systems on our list pack a stronger punch in the customer service area, Freshdesk has one advantage – it can analyze the latest customer service trends.

Email support systemCapterra RatingFree version Free trialStarting price 
LiveAgent4.7/5 (approx. 1K reviews)YESYES$15 per agent/mo
ZenDesk4.3/5 (approx. 2.5K reviews)NOYES$19 per agent/mo
Zoho Desk4.5/5 (approx. 1.6K reviews)YESYES$14 per agent /mo
ProProfs Help Desk4.9/5 (8 reviews)YESYES$15 per agent /mo
Freshdesk4.5/5 (approx. 2.3K reviews)NOYES$19 per feature /mo
Dated as of June 14th

Conclusion

There are many variables to consider when choosing the best email support system solution for your business. That’s why we’ve created several Q&As to help you make the right choice.

Which email support system solution is right for your business?

Since every business has specific email support needs, it’s hard to tell which system is the best for your company. However, you won’t go wrong with any of the options on our list. We recommend that you give LiveAgent a try as it’s easy to configure, deploy, and use daily.

The best all-in-one incident email support system solution

The best all-in-one email support system solution should contain all the features you need to manage your incoming and outgoing email traffic. That includes all the additional options to help upgrade your customer support according to the needs of your consumers. LiveAgent and Zendesk are among the best all-in-one solutions with the most features needed for proper email support.

The best email support system with built-in ticketing and live chat

LiaveAgent is your best option when it comes to live chat and built-in ticketing capabilities. Aside from providing a full range of support features, it also allows you to personalize email traffic by reaching your customers across the communication channels they prefer.

The best email support system feature-wise

When it comes to the range of features, LiveAgent offers the most features (200+).

The best value for money email support system

Starting at only $15 per month, LiveAgent provides everything you need to ensure a fully operable email support system. It’s the best solution considering the price to value ratio.

The top-rated email support system

According to Capterra, LiveAgent and ProProfs Help Desk are the highest rated software, with a respective rating of 4.7 (1k reviews) and 4.9 (8 reviews) out of 5 stars.

The easiest email support system to setup & use

If you’re looking for an email support system that you can easily set up and start using, LiveAgent should be your top pick. You need almost no programming or technical knowledge to set it up.

Editor’s note: If any of the information in the review article is inaccurate, please feel free to contact us and we’ll revise it accordingly.

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FAQ

What is an email support system?

An email support system is one of the most important customer service channels and support for most businesses. Email is still one of the preferable ways for consumers to reach out to brands. An effective email support system allows a company to handle all email traffic while providing each user with an excellent experience.

What is the difference between an email support system and a support ticketing system?

Although an email support system and a support ticketing system software are almost the same, they differ slightly in how they allow your customer service teams to handle email traffic. Some companies prefer using email for support – others rely more on email support ticket systems. Support ticket systems are better in terms of team support and simplicity and offer a unified solution for handling all customer interactions simultaneously. Doing this over email only requires more time, staffing, and resources.

What’s the difference between cloud-based and on-premise email support systems?

Cloud-based email support differs from on-premises systems in one vital way – a cloud environment allows your company to focus on its core mission by hiring a third-party provider to host it for you. With on-premise systems, you need to take care of the hosting yourself. A cloud-based system relies on virtual technology to host your email ticketing needs offsite too.

What is an omnichannel email support system solution?

Omnichannel support is an advanced customer support model that empowers your customers to reach you via the communication channels of their choice. These channels include everything from modern live chat options and social media to traditional options such as email and phone.

What are the benefits of using an email support system?

There are many benefits of using an email support system, but we’re going to mention the key ones: a centralized system allows your customer support agents to organize a high volume of customer inquiries, create a single threat to consolidate all interactions, create customer service and support according to the latest industry standards, allow your agents to tap into previous communications context, improved email communication with your users leads to increased satisfaction, more efficient team collaboration and ticket management, automation of workloads and process management, increased productivity and efficiency of your service agents.

How much does the email support system cost?

If we take all email support systems listed here, we can safely say that the cost of such a system ranges from $7 to $750, depending on the type of pricing plan.

How to choose the best email support system?

Since there’s no one-size-fits-all solution here, we recommend that you choose a system that provides top features that such a system should have: streamlined communication, automation capabilities, knowledge base, reporting tools. LiveAgent includes all this and more.

How does the email support system work?

The email support system works by allowing for asynchronous communication with the customers. They can send their service requests and inquiries conveniently by using the communication channel they prefer, preferably email. The system ensures that the company’s customer service provides a timely response accordingly. The customer doesn’t have to wait to get their answer.

Why is quality assurance necessary for email support system solutions?

Quality assurance is essential because it helps improve your email support solution by removing any bugs or glitches and ensuring your system functions properly. QA also empowers your agents to handle complex tasks with success and improves overall team performance.

What equipment is needed for an email support system?

Email support systems don’t require any special equipment. All it takes is an internet-enabled device, a fast internet connection, and a little bit of tech-savvy. In addition, top-rated systems like LiveAgent have pre-made templates that you can further customize and personalize to better suit your customer support needs.

Oliver Stasinszky

Oliver Stasinszky

Oliver Stasinszky is a copywriter at LiveAgent, with a background in E-commerce and Customer Service. Passionate about writing, reading, and learning how to play any musical instrument he comes across.

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