What Are Trouble Tickets?

A trouble ticket, also popularly known as a support ticket, is the result of an end-user submitting an issue or request with an organization. When customers or employees of an organization encounter any problem, they can raise a trouble ticket with the support team. A trouble ticket holds crucial information about an issue and makes it easier for support agents to communicate with the customer.

what is trouble ticket

What Is Trouble Ticketing Software?

Trouble ticketing software refers to a tool that helps businesses capture, track, organize, and resolve trouble tickets from a central location. Right from assigning tickets to relevant agents to capturing customer feedback once a ticket has been resolved, a trouble ticketing system helps you automate your workflow. Agents can collaborate to resolve tickets faster and managers can monitor performance using insightful reports.

What Are the Types of Trouble Tickets?

Incident Tickets
Incident Tickets

An incident ticket is raised when an end-user encounters any unexpected problem. For example, an issue reported by a customer that they are unable to make an online payment.

Request Tickets
Request Tickets

Requests refer to the needs or wishes of customers or employees to better use your products or services. For example, a request to change the password or get access to the printer.


Alarms refer to tickets that are automatically created when a potential issue is tracked by the trouble ticket system. Such proactive alerts can help you resolve issues well before customers encounter them.

Correlational Tickets
Correlational Tickets

Correlational tickets refer to trouble tickets that share some relation. For example, with the parent-child ticketing feature, you can break a parent ticket into multiple child or sub-tickets.

Why Do You Need Trouble Ticketing Software?

What the need of trouble ticketing software

Customers can contact your business at any time of the day and on any communication channel. With a growing customer base and their rising issues, you can adopt trouble ticket software to:

  • Capture trouble tickets from multiple channels
  • Encourage team collaboration & enhance productivity
  • Enable agents to resolve customer issues faster
  • Measure performance & customer satisfaction
  • Offer support to customers on the go

How Does ProProfs Help as a Trouble Ticketing Solution?

Multi-Channel Capabilities
Multi-Channel Capabilities

Easily capture support tickets from different channels and organize them in one place with our simple trouble ticket system. This helps agents manage all customer conversations without leaving their dashboard.

Encourage Self-Service
Encourage Self-Service

Set up your own Knowledge Base with FAQs, how-to articles, and tutorials with our trouble ticket system. You can encourage not only self-service but also reduce the burden on your support team.

Avoid Duplicate Replies
Avoid Duplicate Replies

Detect when two or more agents are working on the same ticket simultaneously with our agent collision detection feature. This way, you can avoid sharing duplicate responses with customers.

Keep Tickets Organized
Keep Tickets Organized

Keep trouble tickets well-organized and delight customers. With ProProfs Help Desk, you can easily prioritize urgent support tickets, or group similar tickets using labels.

Deliver a Delightful Support Experience

Never miss a customer question again!

Deliver delightful customer experience with help desk tool

Manage all your trouble tickets on a single dashboard with the help of our free trouble ticket software. Easily get back to your customers with a useful solution as quickly as possible and monitor your ticket resolution time. With all the right tools at your fingertips, it is easy to sort, assign, prioritize tasks, and ensure all tickets are resolved as per the service level agreements. You can also use labels to better organize your trouble tickets.

  • Manage tickets on a single dashboard
  • Monitor ticket resolution time
  • Sort, assign & prioritize tickets
  • Use labels to keep tickets organized

Unify All Your Support Channels

Get all your customer-facing emails in a shared inbox

Unify all your customer-facing email inboxes into a single dashboard using the shared inbox feature. Managers can automatically assign trouble tickets to relevant customer service agents and give them complete ownership. Agents can collaborate with other members or teams and discuss tickets using internal notes. Moreover, with the help of live chat, you can interact with customers in real-time and assist new visitors for better sales.

Reduce Ticket Resolution Time by Upto 80%

Break troubles into child tickets & resolve them as one team

Reduce ticket resolution

Delight customers by helping them resolve their basic queries on their own. Allow customers to get the right answers by creating a dedicated, SEO-friendly knowledge base that is available 24x7. Create automated rules and workflows to rise above manual and repetitive tasks. Moreover, you can use our trouble ticket tool to break complex parent tickets into multiple child tickets and assign them to the right teams.

Enhance Operator Productivity

Measure customer satisfaction rate with detailed reports

Create detailed reports to monitor operator performance and track customer ratings with the help of our free trouble ticket system. You can view the average first response time, open tickets, how satisfied customers are with your service, and other metrics at a glance. With valuable data at hand, it becomes easier for you to train operators quickly and enhance their productivity.

  • Track performance with reports
  • Measure customer satisfaction rate
  • Create training modules for operators
  • Enhance team productivity


  • Track Tickets Track Tickets

    Never miss a customer question again. Always know who is working on what.

  • Prioritize Tickets Prioritize Tickets

    Make sure the most critical tickets get solved first with our trouble ticketing software.

  • Resolve Tickets Faster Resolve Tickets Faster

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

  • Share Knowledge Share Knowledge

    Customers love self-service knowledge base resources. Equip them with 24/7 self-help.

  • Instant Support Instant Support

    Allow customers to chat with you right on your website and get answers right away.

  • Train Operators Train Operators

    Create online training modules and train agents to enhance their performance.

  • Simple & Easy Simple & Easy

    Meant for all skill levels. No software download or HTML skills required.

  • Access Anytime, Anywhere Access Anytime, Anywhere

    View & access support tools on laptops, tablets, or smartphones from wherever you are.

  • Scalable Scalable

    A robust solution that can scale up as your business grows into an enterprise.


  • 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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