Best Ticketing Systems for IT

Introduction

As IT organizations scale, ticketing systems have become essential for managing internal support requests, incidents, and service workflows. Modern ticketing platforms now extend beyond basic issue tracking to include automation, AI, and workflow orchestration.

This guide evaluates the Best Ticketing Systems for IT based on features, ease of use, customer support, and pricing. 

Summary

• Console: AI-native IT automation platform that resolves a large share of tickets automatically. Best for enterprises seeking to minimize manual IT work.

• Jira Service Management: Engineering-aligned ticketing system integrated with the Atlassian ecosystem. Best for IT teams working closely with developers.

• Zendesk: Popular customer support platform adapted for IT help desks. Best for simple internal ticketing needs.

• Moveworks: AI-powered employee support assistant. Best for organizations prioritizing conversational self-service.

Console – Best for AI-Native Ticket Automation

What Console Does

Console is an AI-powered IT automation platform that resolves employee requests directly inside Slack and Teams. It understands users, devices, applications, and policies to automatically complete IT tasks without manual intervention.

Instead of acting as a traditional ticketing system, Console directly resolves 50–80% of IT requests before they become tickets.

Reasons to Buy

• Automates repetitive IT requests

• Designed for complex enterprise environments

• Lives natively in Slack and Teams

• Executes workflows end-to-end

Features

Console uses AI to interpret natural language requests and execute workflows such as password resets, access provisioning, and policy responses. It only creates tickets when automation is not 

possible. When tickets are needed, Console enriches them with identity and application context, then routes them using natural-language rules instead of rigid automations.

Ease of Use

Console requires no new portals or interfaces. Employees simply ask for help in Slack or Teams and receive instant responses.

Customer Support

Console provides dedicated onboarding, implementation engineers, and AI-powered self-service resources for employees.

Jira Service Management – Best for Teams Deeply Invested in the Atlassian stack

What Jira Service Management Does

Jira Service Management is a ticketing platform built on Atlassian’s ecosystem, enabling IT and engineering teams to collaborate in a shared system. Deep integrations with Jira Software, Confluence, and Opsgenie make it simple to share analytics and streamline ticket queues, especially for users familiar with other Atlassian tools.

Reasons to Buy

• Strong DevOps alignment

• Flexible workflows

• Integrated knowledge base

• Automation features

Features

Jira supports incident, problem, and change management with customizable workflows and automation rules. It links operational work directly to engineering tasks and deployments.

Its integration with developer tooling makes it ideal for reliability-focused teams.

Ease of Use

Ease of use depends on extensive configuration. Teams must invest time in customization before Jira becomes easy to use, especially for non-technical users. 

Customer Support

Atlassian offers documentation, community forums, training, and enterprise support plans.

Zendesk – Best for Simple IT Ticketing

What Zendesk Does

Zendesk is a customer support platform commonly repurposed for internal IT ticketing.

It provides polished ticketing and communication features.

Reasons to Buy

• Easy to deploy

• Clean interface

• Strong reporting

• Good for small teams

Features

Zendesk includes ticketing, macros, SLAs, automation rules, and a knowledge base. However, it lacks advanced ITSM capabilities like change management and asset tracking.

Ease of Use

Very intuitive for both agents and employees.

Customer Support

Zendesk offers global support, documentation, and training resources.

Moveworks – Best for Conversational IT Triage and Deflection

What Moveworks Does

Moveworks is an AI-powered employee support assistant focused on conversational self-service. It integrates with enterprise systems to resolve IT issues automatically.

Reasons to Buy

• Strong AI capabilities

• Conversational interface

• High automation rates

• Enterprise integrations

Features

Moveworks uses NLP to understand employee requests and trigger workflows for common IT tasks. It emphasizes self-service over traditional ticket queues.

Ease of Use

Very easy for employees, minimal training required.

Customer Support

Provides enterprise onboarding and implementation services.

Pricing

Premium pricing aimed at large organizations.