What Is an Internal Ticketing System?

A well-designed internal ticketing system can help your business be organized, effective, and stay on top of innumerable internal requests. Using the right internal help desk software you can convert support issues into tickets. Each ticket can be assigned to a team member and tracked till resolution. Effortlessly manage the ticket lifecycle, from capturing to offering solutions.

What Is an Internal Ticketing System?

Collaborate with Shared Inboxes

Capture & resolve all your internal requests on a single dashboard

Easily manage your internal support accounts (admin@, hr@, IT@, etc.) from a shared dashboard. Your support staff can effortlessly assign tickets to relevant departments such that no internal issue or request slips through the cracks. With our easy-to-use internal help desk, you can add internal notes or comments to ensure everyone is on the same page. Your team members can leverage canned responses and resolve common internal requests in minutes.

  • Shared Inbox for internal email accounts
  • Assign tickets to users or teams
  • Add notes for other team members
  • Use canned responses for faster resolution

Built-in Self-Help, Live Chat & Forms

Offer 360-degree internal support for seamless internal operations

Create an internal knowledge base full of FAQs, self-help articles, or how-to videos and reduce support tickets by up to 80%. With our live chat software, your support staff will be empowered to share the perfect solutions in real-time. To dive deep into employee pain points, simply share forms, NPS, or employee satisfaction surveys. With ProProfs Help Desk, you can finally offer a 360-degree support experience that leads to happier employees and seamless internal operations.

  • Reduce tickets with an internal Knowledge base
  • Offer instant support with live chat
  • Capture employee opinion with surveys & forms
  • Offer 360-degree internal support experience

Boost Employee Productivity with Automation

Say goodbye to the old way of managing internal tickets

Leverage our AI-based ticket assignment to automatically assign tickets to relevant individuals or teams. With an automated workflow, it is easy to track who is working on what and monitor the progress of every ticket. To further organize your workflow, you can add existing labels to tickets or simply create a new one. With our internal help desk for employees, you can set the priority for tickets as high, medium, or low and ensure urgent tickets never remain far from your eyes.

  • Automatically assign internal tickets
  • Track who is working on what
  • Organize tickets with labels
  • Prioritize urgent tickets

Unlock Performance Metrics That Matter

Monitor your internal support squad with real-time reports

ProProfs internal ticketing tool offers in-depth reports that allow you to understand ticket trends and offer better, faster support. You can use timesheets to track the average ticket resolution time and compare the number of closed tickets in relation to open ones. Share surveys once a ticket has been resolved and analyze rated tickets to measure performance against key SLAs. With our internal ticketing software, keeping track of individual and team performance is a breeze.

  • Access in-depth reports & analytics
  • Monitor internal SLAs
  • Use timesheet to track resolution time
  • Measure & improve team performance

Perfect For

IT support service desk

Take complete control over all IT support issues and streamline your IT operations.

Enterprise help desk

Leverage our flexible help desk that can quickly adapt to your growing business needs.

Trouble ticketing system

Easily manage all customer issues/requests and offer delightful support experiences.


  • Track Tickets Track Tickets

    Never lose a ticket again, always know who is working on what.

  • Prioritize Tickets Prioritize Tickets

    Make sure the most critical tickets get solved first.

  • Solve Tickets Solve Tickets

    Canned responses & knowledge base make it easy to solve tickets.

  • Share Knowledge Share Knowledge

    Customers love self-service knowledge base resources.

  • Instant Support Instant Support

    Allow customers to chat with you right on your website.

  • Train Agents & Customers Train Agents & Customers

    Train customers & agents with online training courses.

Frequently Asked Questions

How an internal help desk helps in improving productivity?

An internal help desk allows your support members to quickly track and resolve internal issues. Faster ticket resolution leads to a smooth workflow and improved productivity of every department.

What are the benefits of having an internal ticketing system?

Here are some top benefits of adopting an internal ticketing system:

  • Effortlessly manage the ticket lifecycle, from capturing to offering solutions
  • Resolve all internal issues with varying degrees of complexity
  • Reduce internal support tickets with a Knowledge Base
  • Boost employee performance and productivity
  • Streamline your internal support operations and measure employee satisfaction
How an internal service desk works?

With an internal service desk, your employees can raise a ticket whenever they encounter an issue. This ticket is routed to the relevant support staff or department for a quick resolution. For instance, an employee who has encountered a software issue, can raise a ticket with the IT department and wait for them to offer the best solution.

How to build an internal help desk?

With ProProfs, you can build your help desk in 5 easy steps and get started in minutes.

  • Set up email forwarding
  • Add agents and create teams
  • Set agent roles and permissions
  • Create a knowledge base
  • Offer delight support


  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

ProProfs is a Recognized Leader in Customer Support

High Performance Spring
Crozdesk Leader
High Performance Winter
Great Experience
Customer Choice
Happiest User
Software World
American Business
Fastest Growing
Great User
Digital Best
Best Meet
High Performance Spring
Crozdesk Leader
High Performance Winter
Great Experience
Customer Choice
Happiest User
Software World
American Business
Fastest Growing
Great User
Digital Best
Best Meet

Press & Ratings

ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review

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