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What is Ticketing Systems? The Complete Guide

Help Desk Ticketing Systems The Complete Guide

If you have handled a customer service team, you know life at the office is nothing short of a battlefield. One second, there is an email complaint shared by an existing customer; the next, there is an inquiry by a prospect demanding urgent attention. 

A powerful ticketing system can help you turn this chaos into calm. 

Help desk ticketing system are designed to capture requests, inquiries, and issues from multiple channels so that no message can slip through the cracks. Your agents can get a shared view of all ongoing tickets and use internal collaboration features to respond faster. 

So if you have any questions about its definition, functionality, or benefits, this ticketing system guide will showcase all the answers you need. 

Let’s start with the basics. 

What Is a Ticketing System? 

A ticketing system is a software application used to manage and track support requests and customer inquiries. It provides a centralized platform for customers or users to submit support requests and for support teams to manage and resolve them. 

The system usually includes a user-friendly interface that allows customers to submit requests and track their progress, as well as tools for support teams to categorize, prioritize, and assign tickets. Some ticketing systems also include features such as automated notifications, knowledge management, and analytics to help support teams to work more efficiently and effectively. In summary, a ticketing system is a valuable tool for organizations to manage customer support and ensure timely and efficient resolution of customer inquiries.

What Is an IT Ticketing System? 

An IT ticketing system, also known as a help desk ticketing system, is a software application that is used to manage and track requests for technical support from users. The system allows users to submit support requests, often through a web portal or email, and then assigns them to the appropriate IT staff for resolution.

An IT help desk ticketing system keeps track of each request and its status, allowing both the user and the IT staff to view the status and history of each ticket. This helps ensure that requests are not lost or forgotten and allows the IT department to prioritize and manage their workload effectively.

Some common features of IT ticketing systems include:

  • Automated assignment of tickets to IT staff based on skill sets and availability.
  • The ability to categorize, prioritize, and escalate tickets based on urgency and impact.
  • A centralized database of knowledge base articles and solutions that can be used to resolve common issues.
  • Integration with other IT systems, such as asset management, user directories, and monitoring tools.
  • Reporting and analytics capabilities to track metrics such as response times and resolution rates.

Overall, an IT ticketing system is a critical tool for managing and organizing the technical support process and helps ensure that users receive effective support

How Does an IT Ticketing System Work? (Explained With Example)

An IT ticketing system typically works as follows:

  • User Submits a Request: A user encounters a technical issue and submits a support request, either through a web portal, email, live chat, form, or by calling the IT department. The request includes information such as the user’s name, contact information, and a description of the problem.
  • New Ticket Creation: The IT ticketing system automatically creates a new ticket, assigns it a unique number, and categorizes it based on the type of issue reported.
  • Ticket Assignment to IT Staff: The ticket is then automatically assigned to an appropriate IT staff member based on their availability or skill sets. The IT staff member receives an email notification of the new ticket and can view its details and any updates from the user through the ticketing system.
  • Resolution and Communication: The IT rep works to resolve the issue and updates the ticket with their progress. They can also communicate with the user through the ticketing system to gather additional information or provide updates.
  • Ticket Closure: Once the issue is resolved, the IT staff member marks the ticket as closed, and the user receives a notification that the issue has been resolved.
  • End-User Feedback: But that’s not the end. A survey is automatically shared with the user that asks them to rate their service experience. You can use this feedback to gauge agent performance and measure user satisfaction. 

Here’s an example of how an IT ticketing system might work in practice:

A user reports that they are unable to access a certain website on their computer. They submit a support request through the free IT ticketing system’s web portal, including a description of the problem.

The IT ticketing system automatically creates a ticket, assigns it to an IT staff member with expertise in network issues, and sends an email notification to the IT staff member.

The IT staff member logs into the ticketing system, views the details of the issue, and checks the user’s computer settings to see if there is a network configuration problem. They then update the ticket with their findings and request additional information from the user, such as the exact error message they are receiving.

Once the IT staff member determines that the issue is due to a problem with the website’s servers, they inform the user of the issue and its status through the ticketing system. Once the website’s servers are back online, the IT staff member verifies that the user is able to access the website and marks the ticket as closed.

In this example, the IT ticketing system helped to streamline the process of resolving the user’s issue by providing a centralized location for all communication and updates, as well as ensuring that the issue was assigned to the appropriate IT staff member and tracked to resolution.

Read More: How to Implement a Perfect IT Ticketing System

6 Reasons Why Your Organization Needs a Ticketing System 

A helpdesk ticketing system brings multiple capabilities and features to the table that can help you enhance the end-user experience. Here are some top reasons why your business needs a ticketing system: 

1. Efficient Request Management

A ticketing system helps businesses manage incoming requests and issues from customers or employees in an organized and efficient manner. Right from a centralized help desk inbox, you can capture requests and issues from various channels – email, live chat, web forms, help center, and more. 

Efficient Request Management

Each request is assigned a unique ticket number and can be tracked through its entire lifecycle, from creation to resolution. In addition, agents can get a 360-degree view of all ongoing issues along with their current status. 

Read More: Service Request Management Guide: Everything You Need to Know

2. Improved Collaboration

A ticketing system allows multiple team members to collaborate on resolving a single ticket. This can help speed up the resolution process and ensure everyone is on the same page regarding the status of each request.

Improved Collaboration

For example, agents can use private notes to discuss complex issues together. They can even leave notes to share context or guide other agents who may work on the same issue in the future. 

Read More: 10 Tips to Build a High-Performance Customer Success Team

3. Enhance Customer Service 

A ticketing system provides a centralized location for customer requests, making it easier for customer service agents to respond in a timely manner. 

Customers also receive automatic notifications about the status of their requests, which can help reduce repeat inquiries and increase their confidence in the business. When every request and issue is taken care of at the right time, you can deliver memorable customer service experiences. 

Read More: 20 Best Customer Service Tips for Small Business

4. Track Performance Metrics 

Another important benefit of ticketing systems is that they can provide your business with valuable performance metrics. From the reporting dashboard, you view all metrics in one place or add filters to view the metrics relevant to your purpose. 

For instance, support managers can track KPIs and metrics such as response times, resolution times, ticket volume, and more. A careful analysis of reports can help you identify areas for improvement and optimize business processes.

Read More: 15 Help Desk Metrics to Improve Customer Support

5. Store Crucial Customer Data

A ticketing system provides a centralized location for storing and retrieving all communications related to internal and external service. For instance, you can easily access complaints registered by customers or IT requests made by your internal employees. 

Agents can refer to the ticket history to better understand the reason for present contact and personalize the entire experience. Moreover. this can help businesses maintain accurate records of customer interactions, which can be useful for compliance, audit, and legal purposes. 

6. Capture User Feedback With Surveys

No matter how or when customers reach out to you for assistance, you must share surveys with customers to monitor the service experience. For this reason, ticketing systems can be used to share automated surveys right after a ticket is marked as resolved or closed. 

Capture User Feedback With Surveys

With the right feedback at your fingertips, you can identify areas for improvement, modify existing processes, and ensure that customers receive the best possible experience. You can even encourage customers to rate support agents on different parameters such as helpfulness, politeness, knowledge of the product, etc. 

Read More: 50+ Customer Service Scripts For Your Team

Improve Ticket Management With the Best Ticketing System 

A ticketing system can help track every customer service ticket from start to finish. There is no need to worry about which issues were raised by which customer or when a request was registered by an internal employee. 

A well-designed help desk ticketing system can streamline communication, automate processes, and improve response times. All these factors can together lead to increased operational efficiency and customer satisfaction. 

So if you have not yet decided which ticketing system to get for your business, we might have the perfect solution for you. ProProsf Help Desk combines the power of ticketing with a knowledge base, live chat, chatbots, reports, automation, and multiple other capabilities. Ready to embrace effortless ticket management and delight end-users?

Do you want a free Help Desk?

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About the author

Jared is a customer support expert. He has been published in CrazyEgg, CoSchedule, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn