Showing 1-20 of 235 products
Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. The... Read more
Recent recommendations: 111 recommendations
SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read more
Recent recommendations: 21 recommendations
Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximizer CRM features... Read more
Recent recommendations: 13 recommendations
Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within... Read more
Recent recommendations: 8 recommendations
Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-market... Read more
Recent recommendations: 6 recommendations
Creatio is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead to sales and to ongoing... Read more
Recent recommendations: 4 recommendations
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more
Recent recommendations: 2 recommendations
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
Recent recommendations: 2 recommendations
Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for businesses... Read more
Recent recommendations: 2 recommendations
TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamline customer... Read more
Recent recommendations: 1 recommendations
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read more
SalesRabbit is a cloud-based sales enablement and customer relationship management software designed to help outside sales teams manage sales in the field. The software and mobile app include a suite of features for each level of... Read more
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
Mothernode is an all-in-one cloud-based CRM solution designed for small and mid-sized businesses across a variety of industry verticals. Mothernode CRM helps companies manage and automate their sales and marketing processes as well... Read more
SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read more
IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process... Read more
Aysling is a cloud-based enterprise resource solution that can run an entire business, from leads to sales, through delivery to payments. Aysling is easy to deploy, configure, use, and manage while offering top-level support and... Read more
Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers case... Read more
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?
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:
- Assign individual case numbers, or “tickets,” to each problem or issue reported by an end user.
- Help process that ticket by assigning it to the support agent or department whose responsibility it is to address the particular problem it identifies.
- Track the progress of the ticket as internal teams work toward a resolution.
- Coordinate the work of different teams and the end user or customer, based on the ticket’s level of priority.
- Provide a centralized, real-time view of the problems customers are having.
- Offer insights into developing problems and help companies plan for future service needs.
Tracking the status of customer support tickets in TeamSupport (Source)
Common features of an IT ticketing system
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.|
What type of buyer are you?
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:
- Small and midsize businesses (fewer than 1,000 employees): These buyers are usually looking for an affordable solution that serves as a ticket management system for resolving employee or customer queries regarding IT issues. A cloud-based IT ticketing system with a low monthly or annual subscription fee is an ideal option for these buyers.
- Enterprise buyers (1,000+ employees): These buyers are usually looking for a full-suite helpdesk ticketing system that comes with advanced functionality, such as the ability to add custom fields to tickets. They also need a system that offers integration capabilities with tools such as human resources (HR) software for faster tracking and assigning of tickets.
Key considerations when purchasing an IT ticketing system
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:
- Niche ticketing management needs: IT ticketing systems are often bundled with other software applications and suites. However, a niche ticketing system can be beneficial for certain business use cases. For instance, if you’re a software development company then a bug tracking solution, which offers ticketing functionality, can be your choice for servicing customer tickets.
- Employee service vs. customer service: If you’re looking for a ticketing management system to manage service requests from only employees, then help desk software can be useful as it bundles an IT ticketing system. But if you want a ticket system to help your customer support team handle customer issues effectively, then using customer service software would be a better choice.
- Total cost of software ownership: The cost of IT support ticket software can rise when you want more features, such as live chat and a self service portal, besides ticket management. There can also be additional costs for services such as priority customer support, training, and user onboarding. Clarify all such costs during vendor discussions, so there aren’t any last-minute surprises.
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.