CRM vs Ticketing System – 5 Major Differences You Must Know

crm and ticketing system

You may need an efficient solution to resolve issues raised by your end-user conveniently. At the same time, you will want to develop a productive relationship with your customers. One idea that will land on your mind may be outsourcing an IT help desk. But then more ideas will come turning your mind into a debate platform on CRM vs ticketing systems.

For most people, these are familiar. However, there are differences in functionality. In all cases, It is vital to know the difference between the CRM and the ticketing system.

In simple words, a ticketing system focuses on supporting users in resolving issues. On the other hand, a CRM stores customer information required to handle service requests or for business development.

In this post, we’ll discuss the difference between the ticketing system and the CRM. The blog also defines the benefits of ticketing systems and CRM for your business. So be with us to know everything about these support solutions.

What is a CRM?

CRM or customer relationship management is used for handling customer-business relationships. It stores customer information with services provided and ticket details. For example, you can track customers’ prior investments through an interactive service dashboard.

There are our types of CRMs available in the industry. These are operational, strategic, analytical, and collaborative CRM.

Operational CRM focuses on simplifying customer data management via automation. It enables you to integrate your sales, marketing, and other services via automation.

Strategic CRM attempts to broaden customer lifetime value (CLV). In CLV, you aim to recognize an increased net profit through special relations with the customers.

Collaborative CRM endeavors to manage customer queries to suitably simplify their relations with core business decision-makers. The core business decision-makers are shareholders and dealers.

The last is analytical CRM. It focuses on satisfied customers’ data collection and management. It is done through advanced machine learning technologies such as correlation, data mining, and pattern recognition.

What is a Ticketing System?

A ticketing system paves the way to resolve customer issues. This is why it is also known as an issue-tracking system. There are five main steps in a ticketing system.

The first step to fixing customer issues is to recognize the source of the request. For instance, your customers can seek your assistance through email, SMS, or social media platforms like Facebook, or Twitter. The next step involves creating respective records for the issues.

The support executives then collect the tickets based on the class. The core categories of tickets are resolved on an urgent basis. The others may be pending and closed depending on the status.

After the issue is fixed, the system will close the ticket. You can also allow the customer to provide feedback on the quality of the service.

From the above descriptions, you can understand the differences between CRM and ticketing systems. The difference is in the purpose of the technologies where the common goal is to simplify the process.

Difference Between CRM Vs Ticketing System

Both aim to deliver quality assistance to the end-users. Still, there are some meaningful distinctions between the CRM and the ticketing system that we have described below.

1. A ticketing system focuses on customer issues to create an enhanced brand image.

On the other hand, CRM attempts to gather and manage customer information efficiently to simplify decision-making.

2. The ticketing system helps businesses improve the support experience of their end-users.

On the other hand, the CRM is a broader version where a ticketing system may be a part. It especially concentrates on the development of customer relationships. You can read What Is CRM for a detailed view of this customer relationship tool.

3. A ticketing system functions based on problem-fixing or incident management. It provides customer-centric support when a problem arises.

A CRM includes a lot of features to manage all your customer-related tasks. It helps businesses cater to all sales, marketing, and customer service tasks. You can embed CRM with your core business from HR to customer services and supply-chain management.

A CRM system can provide you with an exact summary of your customers. You will navigate a simple, customizable dashboard where all the information is stored. So you can see a customer’s earlier history, the status of their orders, any special customer service cases, and more.

4. A ticketing system provides automated processing when an issue arises, and the support team requires to solve it. For instance, the end users may report that a website is down, then technicians and developers can resolve it in collaboration.

A CRM, on the other hand, follows a theoretical approach to making long-term determinations. It enhances the quality of the support system in your business.

5. A ticketing system is a process involved in fixing issues and providing support. So it defines the way a particular workflow operates.

CRM on the other hand is a strategy builder that integrates several processes to create an all-in-one powerful system. It manages everything from streamlining processes to increase profitability.

Despite the difference between the ticketing system and the CRM, some contemporary procedures can meet both objectives. The most suitable model is help desk outsourcing. It can offer end-to-end customer service while managing the database.


There are differences between CRM and ticketing systems, but the end goal of both systems is the same. Both aim to improve profitability by satisfying customers.

A CRM includes the features of the ticketing system. However, it goes beyond a ticketing system by focusing on general business development. However, instead of following the game of CRM Vs ticketing system, you should analyze your business requirement before choosing a solution.

Frequently Asked Questions:

Is CRM the Same as a Ticketing System?

The two systems appear to be theoretically pretty alike, but they are distinct in several manners. A CRM system maintains a customer database while a ticketing system utilizes the details to provide better customer service. A general-purpose CRM is not a comprehensive way for customer service needs.

Does the CRM Provide Customer Service?

A CRM stores a customer database to use for both customer service and building customer relationships. Thus a CRM is a business management tool rather than a customer management tool.

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