Prioritizes requests to reduce ticket turnaround time.
Improves collaboration and communication across teams.
Generates reports to gauge areas of improvement for users.
IT Ticketing software allows your IT department to track and consolidate support requests from your team in one easy-to-manage location. This type of software is extremely common, and goes by many different names: incident management software, incident tracking software and trouble ticket software are just a few examples.
Prioritizes requests to reduce ticket turnaround time.
Improves collaboration and communication across teams.
Generates reports to gauge areas of improvement for users.
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As a business, you use a range of digital systems. To ensure the smooth functioning of these systems, you need a support team to resolve IT issues such as system bugs and software glitches.
You can help your support team be more effective at their job by investing in an IT ticketing system. IT ticketing software automatically assigns incoming IT requests to the right service desk agent, helping your support team tackle IT requests from employees as well as customers.
This guide will help you better understand the role of IT ticketing systems. It’ll explain how they fit into a general IT services management strategy, as well as what to consider when purchasing an IT help desk ticketing system.
Here’s what we’ll cover:
What is an IT ticketing system?
Common features of an IT ticketing system
What type of buyer are you?
Key considerations when purchasing an IT ticketing system
IT ticketing software allows your IT department to track and consolidate support requests from your team in one easy-to-manage location. This type of software is extremely common and goes by many different names. Incident management software, incident tracking software, trouble ticket software, IT helpdesk software, and helpdesk ticketing system are just a few examples.
Though there can be slight functional differences, all of these systems typically serve the following purposes:
Tracking the status of customer support tickets in TeamSupport (Source)
While IT ticketing systems come in a variety of industry-specific platforms (more on those below), there’s a group of core features common to most. These include:
Ticket creation | Allows tickets to be created by employees (or, occasionally, end users) to initiate a service request. Some platforms can automatically create tickets from emailed service requests. |
Ticket ownership | Maintains a record of each ticket’s ownership status, showing which agents have previously collaborated on it and which party is ultimately responsible for its resolution. |
Automated handling | Ticket ownership is updated and (re-)assigned automatically, based on a company’s specific workflow and predetermined conditions. |
Policy enforcement | Ticket policy enforcement helps make sure employees follow company policies and procedures. For example, it ensures they’ve completed all the necessary steps before opening, closing, or reassigning a ticket. |
Knowledge base | A knowledge base is a centralized repository of information that agents can refer to, learn from, and add to when handling tickets and collaborating with co-workers. |
Reporting and analytics | These tools measure the company’s ticket processing and provide insights into, for example, changes in ticket volume (which may suggest problems with a product) or the productivity of employees working on different types of tickets. |
Custom fields | The ability to add custom fields to IT tickets lets companies tailor and expand the system’s capabilities to their own specific needs, the needs of their industry, or the needs of customers. |
To make the right software purchase decision, you need to understand which buyer group you belong to and the group’s key concerns. Most buyers belong to the following categories:
There are many different kinds of IT ticketing systems available on the market. To find the right one for your business, keep these considerations in mind:
Note: The application selected in this article is an example to show a feature in context and is not intended as an endorsement or a recommendation. It was obtained from sources believed to be reliable at the time of publication.