Published on 
August 2, 2023

The Ultimate Guide to Choosing the Best Email to Ticket System for 2023

Shonik Agarwal
Founder's Office
min read
Table of Contents

The Ultimate Guide to Choosing the Best Email to Ticket System for 2023

Are you looking for a way to handle customer support emails effectively? In the post, we'll cover best ways to use your email as a ticketing system, when to upgrade to a dedicated email to ticket system and your options.

Short Summary

  • Email ticketing systems simplify customer service by transforming emails into trackable tickets.
  • If you are volumes are manageable, you can use Gmail Collaborative Inbox or Outlook Shared Inbox as ticketing systems.
  • If you are volumes are big enough: consider taking a dedicated system. Top choices for an email ticketing systems are Richpanel, Hiver, Help Scout, Zendesk.

Understanding Email to Ticket Systems

A customer service team using an email ticketing system to manage customer requests

If you are using a support email address such as email and have multiple users answering these emails. You'd know it gets complicated when you start getting few dozen emails every week.

It's difficult to keep track of each email's progress, who is working on what and there's zero visibility on metrics like response times, customer satisfaction, etc.

That's where an email to ticketing system will come handy.

What is an Email to Ticket System?

An email ticketing software converts incoming customer emails into tickets, which simplifies the tracking and resolving process for support agents.

It simplifies the process of converting emails from customers into tickets, which makes it easier to keep track, assign priority levels, and fix any problems that may arise in regard to those inquiries.

The advantage this gives to agents enables them not only to provide better assistance, but also to do so at an efficient rate since all customer requests are being taken care of promptly via organized tracking systems created by ticketing software capabilities.

Why Use an Email to Ticket System?

An email ticketing system functions as the essential link between customers and your support team. It simplifies every step of this process by structuring, managing, and automating help requests plus giving a central forum for collaboration among staff members.

With these upgraded capabilities enabled by an email ticketing system, there can be improved response times which lead to increased client satisfaction that will ultimately have an impact on business growth.

Key Features of Effective Email Ticketing Systems

A customer service team using a ticketing system to manage customer requests

When selecting an email ticketing system for your business, certain key features are essential to streamline customer support. Such important functions should encompass conversion and administration of tickets, auto-assignment capabilities, integration with a self service knowledge base as well as providing accurate real time analytics reports.

Ticket Conversion and Management

By converting emails into tickets and organizing them in an orderly fashion, no customer inquiry will be overlooked by your support team who can focus on resolving issues promptly. A reliable ticket management tool allows for fast responses to requests, keeping track of progress with customers’ inquiries as well as providing timely updates when necessary. Without it, there would not be enough support capacity to meet demands from customers successfully.

Automated Ticket Assignment and Routing

By automating ticket assignment and routing, your support processes become highly efficient. Tickets are sent to the appropriate members of staff automatically based on given conditions, which leads to improved efficiency as manual labour is reduced and each query gets answered by the ideal person for the job. Time savings are also achieved with this automation system in place.

Self-Service Knowledge Base Integration

By introducing a self service knowledge base into an email ticketing system, customers can access resources that will help them find solutions to their problems without having to contact the support team. This reduces demand on this department and increases customer satisfaction as they are empowered with information which in turn allows for more effective management of requests.

Real-Time Reporting and Analytics

With real-time reporting tools, businesses can gain a better understanding of team performance for increased efficiency in their processes. This includes observing customers’ behavior and preferences as well as tracking trends which could ultimately be utilized when it comes to product design or marketing plans. By optimizing these areas with advanced resources, companies are able to improve their overall customer experience too.

Using Gmail or Outlook as ticketing systems

If you have low volumes or low budgets, you can start by using email instead of a dedicated help desk. All you have to do is create an email or a group with something like or and request users to send all their queries and requests on that email address. Two popular options are:

1. Google Groups as a Collaborative Inbox

Free help desk alternative for teams that use G Suite.

Google Collaborative Inbox

Most people start by creating a new pseudo email ID like but a better way to do this would be to create a Google Group and convert that to a Collaborative Inbox. A Collaborative Inbox is where group members can take and assign conversations and perform other collaboration tasks. 

How it works?

  • All members of the Collaborative Inbox Group can pick and assign conversations to themselves
  • Other members can see unassigned conversations
  • You can add statuses like open, closed to the conversations to keep track
  • Filter conversations based on assignee or status

Setting up a Google Group is fairly simple. If you're not familiar, follow the instructions in this link. Finally, add people to the group. That's it! Now, everyone in the group can respond to emails in the group mailbox without sharing login information, which is a huge security benefit.

2. Outlook Shared Mailbox

Free help desk alternative for teams that already use Microsoft Outlook.

Outlook Shared Mailbox

Microsoft Outlook's Shared Inbox is similar to Google's Collaborative Inbox. It allows your teams to work from the same queue, supports assignment and adding/removing group members.

If you already use Outlook, setting up a shared mailbox won't cost you anything extra.

Top Email to Ticket Systems to Consider

A customer service team using a ticketing system to manage customer requests and improve customer satisfaction

You can upgrade to a dedicated ticketing system if you have higher volumes or want reporting, surveys and automations.

Every one of these systems provides exclusive advantages which can be beneficial for organizations regardless of size and complexity.

1. Richpanel

Richpanel inbox to manage all incoming email requests

Richpanel is an email ticketing system that provides a convenient and robust solution to help businesses manage their customer support requests. With features like automated ticket routing, tagging of tickets, segmentation of customers and reporting tools for tracking customer satisfaction, Richpanel offers the complete package when it comes to improving your customer experience.

From converting inquiries into easily trackable support requests all the way up to gaining valuable insights about user happiness through intelligent metrics, this innovative ticketing platform has got you covered! It simplifies managing incoming queries so teams can focus on providing better quality service with less effort involved in maintaining accuracy throughout each interaction.

Multiple channels

Richpanel: Multiple Channels inside Help Desk System

With Richpanel, you can manage customer communication not only from email but also support customers on live chat, SMS, Instagram, Facebook, and phone calls - all from one place. The inbox integrates with all popular apps to bring customer context such as ecommerce orders, CRM data, loyalty points, and more next to each ticket.

This multichannel capability and integrations eliminate the need for agents to switch between applications, making their work streamlined.

Other key features of Richpanel include:

  • Collision detection: to prevent duplicate work and see if the ticket is being worked on by another colleague
  • Assignments: Assign chats and tickets based on skills, language, and availability
  • Collaboration: Use private notes and mention colleagues in conversations to seek help and gather more context
  • Snooze: Snooze tickets to get back to them at a later stage
  • Canned responses: Respond quickly to routine queries without having to copy and paste the same response repeatedly.

Self-service portal

Richpanel Self-Service Portal & Knowledge Base System

Enable your customers to resolve common issues immediately and in real-time 24/7. The self-service portal integrates with your cart platform, allowing your customers to perform common actions such as order tracking, editing orders, cancellations, and returns without the need for agents.

The self-service portal is similar to Amazon's "My Account" section, which has become the go-to tool for Amazon customers to resolve their issues.

Live chat

Live Chat Software

If you want to give customers the option to reach out to via live chat, you dont need any additional software. The live chat feature enables customers to receive real-time assistance while browsing your website or mobile app. The appearance of the live chat widget can be customized to match your brand and make it your own.

With the campaigns feature, you can proactively engage customers based on specific conditions. During off-hours, the chat widget converts into a contact form and collects all necessary information to reach out to customers when agents resume work.


Richpanel: Reporting inside Help Desk System

The Richpanel help desk software also comes preloaded with default reports that measure all aspects of your support centre’s performance. The reporting goes beyond regular help desk software and enables you to analyze what topics customers contact you about, self-service rates, and customer retention, satisfaction, and revenue influenced by live chat.

2. Hiver

Hiver is a Gmail-based ticketing system that can easily be integrated into your existing email account, making customer support simpler and more efficient. Assigning emails to team members, tracking their progress, automating tasks and producing reports are all streamlined with this platform. It helps you keep track of inquiries while keeping response times rapid, no extra software needed!

3. Freshdesk

An image showing how to convert emails into tickets in Freshdesk, the popular email to ticket system.

Freshdesk is a reliable email ticketing system with shared inbox, agent collision detection and automation tailored for companies of all sizes. With its extensive list of features and customization options, Freshdesk has become the go-to choice to maximize efficiency in support processes. It equips users with automated ticket routing capabilities as well as customer self service portals which help businesses gain insight into their customers’ needs even better than before while facilitating integrations with third party applications. Analytics are also available through this powerful platform so that any business can track performance metrics easily too!

4. Zendesk

Zendesk is the perfect customer service ticketing system for large and enterprise-level businesses. It offers an extensive range of options such as community forums and self-service knowledge bases, delivering comprehensive management of all customer support channels in a highly user friendly manner.

Creating tickets, assigning them to appropriate team members, or tracking progress can be done quickly with its intuitive design. Powerful analytics are also at your disposal to analyze consumer trends and heighten their overall experience.

5. Zoho Desk

Designed to provide an efficient support system, Zoho Desk is a multi-channel email ticketing solution that includes sentiment analysis and multilingual capabilities. It offers businesses everything they need for streamlined service processes: automated ticket routing, customer satisfaction surveys, as well as self-service portals. It comes with powerful analytics & reporting features helping teams keep track of their performance in servicing customers better.

6. Help Scout

A customer service team using a ticketing system to manage customer requests and identify weak spots in current processes

Help Scout is an email-based ticketing system that provides invaluable features and integrations for small businesses. It stands out with its exceptional convenience to use and extensive functionalities, making it the best option for companies who wish to improve their customer service processes.

This ticketing system contains automation of ticket routing, self-service options from customers as well as surveys about consumer satisfaction - all linked seamlessly to popular third party services such as Salesforce, Zendesk or others.

Factors to Consider When Choosing an Email to Ticket System

When selecting the best email ticketing system for your business, a few elements should be assessed. These include current process flaws and industry-specific requirements as well as how many emails you receive, team size, or specialized features desired.

By taking into consideration all these components thoroughly when making a choice of software, you can guarantee that it will meet any needs specific to your company while optimizing customer support operations.

Email Volume and Scalability

Choosing the right email ticketing system is essential for handling and managing your current volume of emails, as well as any future changes. With an ideal program in place, you can provide consistent service to customers while still being able to evolve with them. Streamlining operations helps improve customer satisfaction, which reduces costs all around when it comes time for budget planning.

Assessing and understanding both present-day requirements along with potential updates will enable you to find a ticketing system that suits those needs properly. Not only this, but such an arrangement also allows organizations better control over client assistance tasks. Making sure every interaction ends on a positive note without needlessly spending money or resources!

Team Size and Access Requirements

When selecting an email ticketing system, the number of user seats and the size of your team must be taken into account. Achieving balance between features offered in a cost-effective manner is critical to making sure you pick the right option for your requirements. You’ll want to ensure that there are capabilities like assigning tickets, creating custom fields and being able to integrate with other systems that meet what you need from this software solution before deciding on one. The system should also have both usability and user friendliness at its core so as not hinder any productivity or cause confusion among users trying it out.

Identifying Weak Spots in Current Processes

To ensure your support team is functioning optimally, an assessment of the current emailing protocol should be done to identify any shortcomings. By doing so, you can then choose a ticketing system that responds best to those identified weaknesses and improves efficiency. This system ought to suit individualised requirements, which would account for team size, type of inquiries received as well as workflow intricacies. Not forgetting it must also be user-friendly!

Specialized Features and Industry-Specific Needs

Selecting the most suitable email ticketing system for your team is an important decision, and requires you to consider any specialized features or industry-specific solutions which may be necessary. Through recognizing these individualized requirements, it will ensure that your chosen platform has all of the tools required to boost customer support processes and deliver high quality service.

This way, you can make sure that everyone on your staff is equipped with what they need in order to provide great customer care. As well as determine if extra elements or solutions are needed in specific areas.

Best Practices for Implementing and Using an Email Ticketing System

For your email ticketing system to provide maximum efficiency, it is essential to adhere to good practices during its implementation and usage. This includes providing training for users, organizing tickets into categories according to their importance, optimizing workflows through automation techniques and regularly tracking customer responses and performance levels.

By following these best-practice guidelines you can ensure that the ticketing system operates at a peak level so that the business obtains optimal outcomes from using it.

Training and Onboarding

It is important to make sure that your team has been fully trained on and acclimated to the email ticketing system you’ve chosen. To get the most out of it, equip them with a good grasp of its features, how best to use them for customer support needs, as well as troubleshooting potential problems along the way. Through comprehensive training and resources offered by this specific ticketing system provider, you can ensure everyone understands their role in providing excellent service at all times. Being familiar with everything from configuration settings down to automation tools ensures maximum effectiveness every time.

Organizing and Prioritizing Tickets

In order to optimize customer satisfaction and response times, it is important to devise strategies for effectively organizing and prioritizing customer service requests. By setting up an organized system, teams can quickly attend to necessary issues as well as provide excellent support services.

Categorization of tickets along with designating priority levels makes identifying urgent matters more simple. Establishing a workflow plan assists in ensuring all requested help will be addressed promptly. Keeping these procedures in place helps your team focus on delivering the best experience possible for customers who need assistance.

Automation and Workflow Optimization

Your email ticketing system can be utilized to its fullest potential with automation and workflow optimization. Doing this allows your support team to focus on providing individualized service while more quickly resolving customer concerns, resulting in increased customer satisfaction and retention. Automating repetitive tasks, as well as optimizing workflows, significantly decreases the manual labor required from the support staff. Meaning customers are getting their questions answered faster than ever before!

Monitoring Performance and Customer Feedback

By analyzing team performance and customer feedback, one can identify areas of improvement in the email ticketing system for enhancing customer support. It is important to look into relevant metrics and assess customer surveys often in order to refine your strategy. This way you are better able to take appropriate measures that may decrease customers’ grievances as well as reduce churn rate by boosting their satisfaction levels. By understanding key points about both strengths and weaknesses related to the process, data-driven decisions can be implemented accordingly so that ideal outcomes are yielded from it. Customer feedback survey results will help pinpoint solutions addressing problems encountered while providing improved quality service via this tool.


Ultimately, if you want to modernize your customer service process and stand out in the industry, an email ticketing system is a great option. Carefully assessing what your business needs are and making sure that it comes with key features can make choosing one much easier. Employing best practices will help ensure excellent support for customers. With this kind of solution in place, enhanced efficiency, organization as well as collaboration within teams become achievable goals.

Frequently Asked Questions

Does Gmail have a ticketing system?

Gmail provides a Collaborative Inbox which can be used as a ticketing system. It will can help managing support emails and prevents already-resolved problems from accumulating. This tool is very beneficial as it facilitates organization, allowing all customer inquiries to be responded quickly and effectively. You can read more about Collaborative Inbox here.

Why use an email ticketing system?

Customer service teams can maximize their efficiency by utilizing an email ticketing system to manage customer emails. This tool is advantageous because it helps measure team performance and quality of services, resulting in faster responses times for the customers’ queries as well as better overall satisfaction with those answers.

What is the main purpose of an email to ticket system?

The main objective of an email to ticket system is to make customer service more effective and efficient by transforming emails into clear tickets. This process helps customers get quick responses when they have inquiries, as well as follow up on their issues. It also allows the customer support team to manage each request easily while keeping track of progress for better organization. It cuts down on time consumed in communication between representatives and customers regarding assistance needs.

What are the key features of an effective email ticketing system?

An efficient email ticketing system should allow for the conversion and organization of tickets, automate their assignment and delivery process, integrate a self-service knowledge base integration, and provide real time analysis reports so as to maximize customer support.

These benefits will facilitate customers with rapid response times while increasing accuracy when it comes to assistance.

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