Ticketing Tool

IT Help Desk

What is an IT Ticketing System?

An IT ticketing software, also known as an IT ticketing system, is a software program that enables organizations to resolve their internal IT support queries by managing and streamlining the process of issue resolution. They handle individual elements called tickets that provide a context of what issue the requester is facing, along with other data like category, priority, etc. Tickets act as a documentation of a particular problem, its current status, and other associated information. Raised by the end-users of an organization whenever they encounter an event that interrupts their workflow, these tickets are routed to the IT ticketing software where they are categorized, prioritized, and assigned to different agents according to the organizational norms. The agents then analyze these tickets and suggest appropriate fixes or workarounds and resolve the issue. As a central repository of all these tickets, an IT Ticketing Software helps in providing the context of the issue history and its resolution.

Why is an IT ticketing system needed? 

In smaller companies, whenever employees seek IT support, they can simply walk up to their internal IT team and get their issues fixed. But as organizations grow in size, managing employee issues and internal IT service requests becomes tends to become cumbersome. Emails work when companies are small, but their speed and simplicity don’t cope well with the large number of requests that are raised in a big organization.

At its core, an IT ticketing software converts all incoming support requests from multiple channels into tickets and acts as a single point of contact between the service provider and the consumer. These ticketing systems can be used to store and manage all IT support, HR, legal, financial, and associated queries. There is a wide variety of IT ticketing software available on the market today, both on-premise and cloud services. They may be packaged as a stand-alone tool or part of a more comprehensive help desk system or IT Service Management (ITSM) platform. There is a core set of functionality and features that almost all IT ticketing systems have in common, including:

• A Centralized repository for requests
• The ability to create a ticket by sending an email to a per-defined alias
• Self-service ticket creation web forms for requests
  
• Automated responses to let requests know that their ticket was created
• A means of tracking communications between requests and support agents
• Requester visibility to status (this feature is not always used)
• Data for reporting and analytic
  

Some modern IT ticketing software offerings include the ability to integrate with other ITSM systems such as change management, problem management or a CMDB as well as telephone routing systems (IVRs), human resource databases and system monitoring tools. Ticketing software packages that include these more advanced features are often marketed as help desk systems or ITSM ticketing systems

 

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