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What Is an Internal Ticketing System?

An internal ticketing system helps you manage all internal issues or requests submitted by employees of your organization. Employees can easily share their concerns via different communication channels such as email, live chat, web forms, etc., and track progress in real-time. All captured requests are converted to tickets so that your support agents can assign, prioritize, and resolve them quickly.

What is an internal ticketing system

Benefits of Internal Help Desk Ticketing Systems

Create an Internal Knowledge Base

A dedicated knowledge base can help you reduce internal ticket volume. By creating an internal help center that isn’t public to customers, staff members can find all the self-help information and documentation they need.

Intelligent Ticket Assignment

With internal ticketing system software, you can route tickets to agents with relevant skills to ensure each issue is well addressed. Use the Round-Robin method to equally distribute tickets among available agents.

Save Time With Automation

Internal help desk software helps your support team avoid manual tasks and save time. You can automate mundane tasks such as ticket assignments, notifications, surveys, etc., and delight employees with faster service.

Enhance Team Productivity

When you resolve employee issues and grievances in time, they can focus on their respective work and drive growth. With an internal ticketing tool, you can offer 24x7 delightful support and enhance team productivity.

Keep Everyone Informed

Real-time ticket notifications can help you share important ticket updates. For example, employees can receive notifications on ticket creation. Similarly, support reps can receive an instant alert when a teammate adds an internal note.

Monitor Performance

To improve the quality of internal support, you need to monitor key performance metrics. Track ticket response time, resolution time, backlogs, agent ratings, etc., and enhance the support experience.

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

internal ticketing tool that comes with KB, live chat, forms

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.

Resolve Issues Faster & Enhance Employee Efficiency

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.

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.

Must-Have Features of Internal Help Desk Software

  • User Portal

    Allow employees to track the progress of their past and ongoing tickets in one place.

  • Chatbots

    Create powerful chatbots to assist employees 24x7 and resolve their routine questions.

  • Email Notifications

    Keep staff members and support representatives updated about the ticket progress.

  • Ticket Prioritization

    Prioritize internal tickets that need urgent attention and reduce the impact of issues on business.

  • Agent Roles & Permissions

    Assign different roles to support reps and limit their access to the help desk platform.

  • Mobile App

    Interact with employees on the move and resolve their issues using a dedicated mobile app.

Testimonials

  • 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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