Ticketing software
for every team

A ticketing system is a software solution companies use to manage and track incoming requests or issues from customers or internal users. It’s a centralized platform for capturing, prioritizing, and resolving tickets or service requests. Each ticket typically represents a specific task, inquiry, or problem that needs attention, allowing teams to organize and address various issues efficiently.

Companies need an automated ticketing system to manage and track various service requests, incidents, and issues from customers, employees, or other stakeholders. Ticketing systems provide a structured framework for capturing, prioritizing, and resolving these service requests, ensuring timely and effective responses.

They also facilitate communication and collaboration among support teams, streamline workflow processes, and enable businesses to meet service level agreements (SLAs). Additionally, ticketing systems often include reporting and analytics features so businesses can gain insights into support operations, identify trends, and make data-driven decisions for continuous improvement.

Popular features of automated ticketing systems include:

• Ticket creation and management: Allows users to create, assign, and track tickets throughout their lifecycle.
• Workflow automation: Automates repetitive tasks and streamlines ticket routing and escalation processes.
• Knowledge base integration: Provides access to a repository of articles, guides, and FAQs to facilitate self-service and quick issue resolution.
• SLA management: Enables companies to define and enforce service level agreements (SLAs) for timely ticket resolution.
• Reporting and analytics: Provides valuable insights on ticket volume, response times, resolution rates, and other critical metrics to monitor performance and identify areas for improvement.
• Collaboration tools: Facilitates communication and collaboration among support teams and stakeholders, ensuring effective resolution of tickets.
• Customization options: Allows businesses to tailor the ticketing system to their specific needs, including custom fields, workflows, and branding.

Yes, ticketing system software is commonly used by IT teams to manage and resolve various IT issues, such as technical problems, software glitches, hardware failures, and service requests. It provides IT support teams with tools and features to efficiently handle incoming support tickets, prioritize tasks, track issues, and communicate with users. Additionally, desk ticketing system software often integrates with other IT management tools and systems, further enhancing IT service delivery and support processes.

While ticketing systems focus primarily on tracking tickets and resolving individual incidents, IT Service Management (ITSM) encompasses a broader set of practices and processes for delivering and supporting IT services.

ITSM goes beyond automated ticketing systems by incorporating service strategy, design, transition, operation, and continuous improvement activities to align IT services with business needs and enhance overall service delivery. ITSM frameworks, such as ITIL (Information Technology Infrastructure Library), provide guidelines and best practices for implementing ITSM processes, including incident management, problem management, change management, service and desk management, and more.

By adopting ITSM principles and leveraging integrated ITSM platforms, businesses can optimize service delivery, enhance user satisfaction, improve agent productivity, and drive business value through effective IT service management practices.

In an IT ticketing system, the three primary types of tickets are:

Incident tickets: Incident tickets are created to report any unplanned interruptions or reductions in the quality of IT services. These could include system outages, software errors, hardware failures, or network connectivity problems. Incident tickets are typically prioritized based on their impact and urgency to ensure timely resolution and minimize disruption to business operations.

Service request tickets: Service request tickets are created to request access to predefined IT services, information, or resources and have a standardized process for fulfillment. Examples of service requests include account creation, software installations, password resets, equipment provisioning, and access permissions. Service request tickets help streamline and standardize the delivery of IT services, ensuring consistent and efficient handling of user requests.

Change request tickets: Change request tickets are created to propose, review, and implement changes to IT infrastructure, systems, applications, or services. Changes could include updates, upgrades, patches, configurations, installations, or decommissioning. Change request tickets undergo a formal change management process to assess the potential impact, risks, and benefits of the proposed changes. This ensures they are properly evaluated, approved, scheduled, and implemented with minimal disruption to IT operations and business continuity.