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IT Ticketing System

Olivia Chakraborty
Last Updated August 11, 2022 5:10 am

As employees and customers alike have changed their IT usage habits as a result of the COVID-19 pandemic, IT service management (ITSM) teams are confronted with numerous new challenges when solving end user problems. These range from less remote engagement capabilities to software security concerns.

But service desk teams can quickly cut through the clutter and deal with mishaps and support requests when they select a well-designed enterprise ticketing system. Learn more about what an IT ticketing system is and the benefits of selecting the right tools in this guide.

What Is an IT Ticket? 

An IT ticket is a record or a document that the IT department receives from a user or company device, or from an external user or customer; this ticket is typically stored in a centralized source or ticketing system. A ticket could be related to an incident, a service request, or a warning or event prompted by computer networks.

In addition to information about status, ranking, and ticket group, a ticket gives IT service desk teams background information regarding the service request. They can effectively control their ticket queue with the aid of these ticket variables. The ticket also documents correspondence between the person who submitted the ticket and the IT specialist who is fixing the problem.

Smaller organizations may track tickets and find solutions using a support email system, a worksheet, or a custom ticketing system. However, as businesses grow, help desk teams find these piecemeal solutions inadequate. Teams that depend on worksheets or emails to monitor and rectify tickets more frequently face roadblocks, user errors, and stalls in IT projects.

What Is an IT Ticketing System? 

The software that enables a single source of interaction between the IT service provider and the end user is the IT ticketing system. Service desk teams can manage and store service requests and tickets from multiple channels in this type of software. The ticketing system also aids in classifying, prioritizing, and assigning tickets based on predetermined policies.

The power to automate several tedious and repetitive tasks, including classifying tickets, assigning service techs, sending ticket alerts to end users, and closing the ticket, is a critical advantage that ticketing systems provide. This automation ensures that the support team can work effectively without worrying about the small details of daily customer interaction.

All interactions with the end user are recorded within the ticketing system, allowing technicians to be more contextually aware when they are assigned a ticket. Enterprises can organize ticketing systems on-premises or in the cloud, depending on their needs.  

How Do IT Ticketing Systems Work? 

A ticketing system starts by logging an engagement on a service case within the system. The customer and the support agent are each given access to the ticket, which records all their communications in one location. When there is ambiguity or a specific detail is overlooked in follow-up work, either party can refer to this thread to review earlier information about the project.

IT support specialists start to address customer problems after a ticket is opened. Once they have found a resolution or made substantial progress on the request, they can use the IT ticketing system to send the customer a communication ticket about that progress.

The customer or the IT/customer support person can close the ticket once the problem has been resolved. Either party can reopen the ticket at any time if there are requested follow-up inquiries or requests. When a ticket is closed, some ticketing systems automatically collect customer feedback through built-in features like Net Promoter Score (NPS) surveys.

What Are the Benefits of Using an IT Ticketing System?

Satisfied employees 

Successful organizations ensure that all employee complaints are addressed and settled quickly. By streamlining this procedure and utilizing a help desk ticketing system, businesses can guarantee that communications with their staff and clients are effectively tracked, secured, and streamlined.

Ticket prioritization

Understanding which support tickets require an easy fix and which ones can wait for a delayed fix is crucial in a situation where service management is happening quickly. Ticketing systems enable IT teams to order and organize inbound tickets based on priority. 

Customer retention

By improving the standard of customer support with IT ticketing software, companies can improve overall customer retention. A better ticketing system raises levels of customer satisfaction and encourages customers to continue using a company’s products and services with confidence.

Effective ticket resolution

When using a ticketing system, representatives do not have to toggle between various inboxes, intricate folders, or color-coded labels. All inbound emails are converted into tickets when system users merge the ticketing software with their support mailboxes. This makes it possible for teams to function at the top of their abilities and solve issues more quickly.

Learn about other customer service solutions here: Webopedia’s Guide to Customer Service Software

Examples of IT Ticketing Systems 

The best ticketing software streamlines procedures through automation and self-service options, freeing IT support agents to concentrate on and organize their workload. Some of the best IT ticketing system options are listed below. 


SysAid Logo

Artificial intelligence (AI) used by SysAid Service Automation was developed using data from over 4,000 organizations collected over a ten-year period. The Help Desk features are easy to use and solve problems quickly.


Zendesk Logo

Zendesk Suite is one of the top ITSM solutions on the market. It streamlines its enterprise software offerings into a holistic suite, with ticketing, messaging, customer support, dashboards, and prebuilt apps and integrations all included.


ServiceNow Logo

Through a customized web service portal, ServiceNow ITSM‘s ITILv4-certified capabilities can assist users in finding information, receiving assistance, and making service requests.


Sprinklr Logo

Sprinklr markets itself as “the only Unified-CXM platform” for customer experience management. It utilizes AI to develop insight-driven strategies and improve customer experiences across more than 30 digital channels.

Not sure if any of these solutions are the right fit for your business? Learn about other options here: Buyer’s Guide for Help Desk Software