What is a ticket?
A ticket, in a helpdesk ticketing system, acts 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 a 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. In terms of workflow and automation, and self-service, the most modern ticketing systems should be providing these capabilities to make the lives of IT support staff and end users as easy as possible.
What is a Ticketing Software?
A ticketing software, also called a 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. 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.
A ticketing system ultimately helps organizations to deliver an integrated and seamless response, offering a range of capture mechanisms and the ability to control progress and keep the people with a vested interest informed.
Online Ticketing System
Ticketing systems help you find issues, analyze them deeper, and identify the root causes of problems that affect your business productivity. More often than not, companies do this the old-fashioned way, where the ticketing system resides on a local server, but this has a lot of shortcomings.
Online Ticketing systems help your company overcome the shortcomings of an on-premise ticketing solution in many ways. Online ticketing systems also allow agents to approach issues dynamically by involving other stakeholders. There might be more than one agent or manager required to make decisions, especially with respect to problem management. Online ticketing systems are a boon when organizations scale their operations. They are highly flexible, in the sense that they can accommodate more agents as and when the company is expanding, unlike in-house ticketing systems that might incur hefty server costs.
What is IT ticketing software?
IT ticketing software is a system that is used to keep track of lists of user requests and other IT support related issues for an organization. IT ticketing software might also be referred to by other names like an issue tracking system, trouble ticket system, support ticket software, request management tool, incident ticket system or helpdesk system. Ticketing software is most commonly seen in IT support operations but is also widely used in other parts of the IT organization. Some examples include: tracking maintenance tasks assigned to a technician, setting up resources for new employees, tracking new feature requests and managing bugs/defects in software development projects.