A ticketing system (also known as a help desk system) is software for managing customer requests. Every inquiry — whether it comes via email, chat, form, or phone — is converted into a "ticket" with a unique number. A ticket includes: - **Number** — easy identification (e.g., #2847) - **Priority** — low, normal, high, urgent - **Status** — new, open, pending, resolved - **Assignment** — specific agent or team - **History** — full correspondence and internal notes - **SLA** — the time frame for responding

If you recognize even one of these problems, it's time for a ticketing system: 1. **Emails get lost** — a customer writes, but nobody responds because the email landed in spam 2. **Two people reply to the same thing** — lack of team coordination 3. **You don't know how many requests you handle** — no statistics or reports 4. **Customers have to repeat themselves** — they explain the problem from scratch every time 5. **No priorities** — urgent tickets wait alongside trivial ones

Key criteria: **1. Omnichannel** — does the system handle email, chat, forms, and phone from a single panel? **2. Automation** — can you set up rules (e.g., "if the subject contains 'invoice', assign to the finance team")? **3. AI** — does the system have built-in artificial intelligence for response suggestions, classification, and chatbot? **4. Knowledge base** — can you create a self-service portal so customers find answers on their own? **5. SLA and reports** — can you monitor response times and customer satisfaction? **6. Pricing** — is there a free plan to start with? How much does it cost per agent?

InHelp combines all the above features in one tool: - **Requests from every channel** in a single queue - **AI response suggestions** — reduces reaction time by 60% - **Website chatbot** — answers customers 24/7 - **Knowledge base** with semantic search - **SLA and reports** in real time - **Free plan** for up to 3 agents [Try InHelp for free →](https://app.inhelp.ai/signup)