Customer Service Software
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6 Reasons Why Ticket Tracking Software is Better than Email

Published by in Customer Service Software

When I started working at Mojo Helpdesk I made a comment during a meeting that raised some eyebrows. I thought ticket tracking systems were redundant with email and unnecessary for most people. That was blasphemy considering we make help desk ticket tracking software.


Thankfully, our CEO believes in free speech and I was not tossed out into the streets. All hail, Daniel, the merciful. Instead of having me drawn and quartered on the office conference table, my co-workers implored me to learn more about the nuances of ticket tracking versus email.

What I found is that ticket tracking is similar to email in its flexibility, simplicity, and speed, but ticket tracking allows you to do several things that most out of the box email solutions cannot. To save others the research time, I compiled a list of the 6 most common areas where ticket tracking systems outshine email.

I’d like to take complete credit for the list, but in all honesty, most of the credit goes to the Sysadmin experts on Reddit. They gave me tons of colorful quotes on why ticket tracking is more useful than email. In certain places, their comments have been edited for clarity. Enjoy!

6 Reasons Why Ticket Tracking Software is Better than Email

1. Everything is centralized in one place

“When there are a lot of people working on requests, it keeps tracking of information far easier. Instead of remembering to CC someone on that email stream so that they know the history, bam. It’s right there in the ticket for that issue.”

“If you have a lot of requests or tasks to complete, and have to put something off for a few days to put out a fire or ten, it’s nice to be able to open a ticket and see all the relevant info right away instead of digging through emails.”

“I think that ticket tracking system’s major benefit to me is that it functions as a “System of Record”. As a project progresses, all the key information ends up being documented in the ticket tracking system, so that at any time later ( years, for instance ) it’s not a question of “Whose email is it in?” but “let me look in our ticket tracking application…”

2. Provides built in tracking and reporting metrics

“It is easier to determine whether someone is working efficiently since you are tracking information.”

“You can track things easier, for example, you can run a report on every ticket a teammate has worked on in the past month.”

3. Helps prioritize workflow

“It also allows you to more easily prioritize workflow. At one job, we had 1-5 to number priorities, where 1 was ‘Holy [heck] whole network is down’ and 5 was “So-and-so needs us to come re-route cabling in their desk to improve the feng shui.”

“You can apply a custom work flow to issue resolution.”

4. Adds transparency

“A ticket tracking system is better for determining which departments/teams/businesses are receiving the most support requests so you can allocate your support resources efficiently.”

“Even if you don’t expose it to your end-users, and just have them send emails into a support address a ticket system that will significantly increase accountability, provide a baseline, and ensure issues don’t fall through the cracks as easily.”

“Supervisors can see at a glance what needs to be done, what’s the status of the various issues, and who worked on them.”

5. Fosters collaboration

“I don’t like sharing my email inbox with others but everyone can view and edit tickets in a ticket tracking system…”

“If you’re a one-man department, you can optimize the [heck] out of e-mail for your own personal use. However, as soon as you add a second person to your team, interpersonal communication means you have to find a better ticket tracking tool for collaboration.”

“Multiple people can work on the same issue, and in doing so can keep their progress in the same place.”

6. Ensures continuity

“It’s easier to deal with reorganizing issues if a team member leaves, since you can just look through all the ones still assigned to them, and reassign as necessary.”

Simply put: if you need to delegate tasks to others and track those tasks closely, ticket tracking is superior to email. That’s why it’s perfect for people who start their own businesses. Ticket tracking systems are also a good fit for people who work in a position where they they manage others or handle support requests.

About the Author

Ryan Luedecke

Ryan Luedecke

Ryan Luedecke is the online community manager at Mojo Helpdesk. Currently he’s obsessed with learning how to play guitar, increasing his vertical leap, and growing the Mojo community. You can read his stuff here.


Comment by Mark Denim on

We are using ticketing system in multilingual support for our customers. Pretty difficult to start/design logic, but later on works like charm. Basically, it allows us to do the job, what cannot be done in the other way. 35 users from 18 countries.

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Comment by John Doe on

You’re looking at this from a selfish point of view as a provider.
From a customer point-of-view, ticketing systems can be an absolute nightmare – you can no longer search all your emails for something; instead, you have to remember different login credentials and websites per provider to visit their ticketing system to search there.
Admittedly, some ticketing software does allow you to send emails to the recipient, but following the conversation thread in these via a client’s email is often farcical because the systems do not send the complete email history, so you’ll see an email that says “Yes, that’s fine” – without seeing what the question was!
Think of how the system will affect your customer’s customers.

Comment by Karthik on

Ticketing Software is always better than email ticketing system…


Comment by Faryal Hassan on

I completely agree with the points mentioned in this post. Deploying new technology to enhance the customer experience and reduce complaints is indeed one of the best options to choose from and doing so has become necessary. If the business has a mobile application, it can integrate a customer support platform within the application to aid app users and resolve any complaints that they might have. Among others, devContact ( is a support desk that is built specifically for mobile apps and can be easily integrated for free. It offers a wide range of features including live chats, FAQs, analytics and push notifications. This will help deliver a better overall user experience with the mobile application.

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[…] Ticketing systems allow you to prioritize. They also promote collaboration, as the centralized nature of the ticketing system allows multiple employees to work together on an issue. If an employee leaves, it’s easy to redistribute their assignments through the centralized inbox. Also, ticketing systems record information inflow and outflow. You can easily compile frequently-asked question lists from this information. In so doing you can decrease the number of incoming customer support requests. This frees up time for your staff, allowing them more time to focus on other important tasks. […]

Comment by allenage on

Thanks great here are some more:
• The ability to communicate itself with ticketing tool
• Ability Add worklog and resolution
• > help understand amount of time spent on a task, a resolution will help fellow colleagues to steps taken to resolve the issue.

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