A ticketing system manages customer support interactions via phone, email, chat and social media. This management system allows IT support agents to quickly route different types of tickets to the right person, resource, and department in order to get the fastest resolution.
It can also keep records, which allows organizations to gather data about the level of service provided by their support staff. This data is useful in improving company processes.
Stages of the Ticket Lifecycle
From the moment it is created, to the point it is resolved, a ticket goes through many stages. This is called a Ticket’s lifecycle. These are the stages in the ticket’s journey:
- A new ticket has been generated.
- Open – A support agent will review the ticket and take the necessary action. The agent may assign the ticket to another operator.
- In-progress – The agent will resolve any issues raised.
- Problem solved
- Closed – After all actions have been completed and the customer has been updated, the ticket will be closed.
Types of Ticketing Systems
There are many ticketing management systems that can support incident management. These are the two:
1. Software for Basic Help Desk Tickets
It includes the basic help desk ticketing system features as well as a simplified customer support process. Customers and users can access the help desk to request services or report incidents. Support agents can reach out to customers and assist them in resolving the tracking problem. The software does not always include additional features such as self-service, knowledgebase support, or live chat.
2. IT Service Desk Software
Service desk is based on the ITIL framework. This framework focuses on IT services and support. This software offers a much more customizable and robust set of features, such as live chat, knowledge base access, data capture and analysis and real-time reporting. It also supports workflow automation and omnichannel support.
A Multi-channel Support Ticketing System
Customers want to be able to solve tracking issues on the platform that suits them best. Online ticketing systems allow customers to easily connect to IT support on any platform. Customers can receive quality service via phone, email or live chat. Administrators can also monitor and track the performance of their support teams via the centralized hub.
Top 10 IT Ticketing System Softwares in 2021
An effective ticketing system is essential for any organization. It will allow IT support to be efficient, focused, and organized. A ticketing system is essential for your business and allows you to deal with any issue, from the time they are identified until their resolution.
These are the main benefits of a ticketing tracker system:
- It increases customer retention and improves brand image.
- It can save you time and money.
- It offers better support.
- It allows for faster resolution.
It’s time to set up an IT ticketing system if you feel that your internal system has become more complicated. You will be able to save time and route all service requests to one help desk.
10 Top It Ticketing Software Software Systems In 2021
HubSpot’s Service Hub is the best option if you are looking for seamless ticketing software. The Service Hub features a 1:1 support function that converts all incoming requests into tickets. These tickets can then be easily managed via a drag-and drop pipeline.
This IT ticketing software will improve your IT team’s ability to resolve and respond faster by integrating bots and automation features.
Samanage is one of the top 10 IT ticketing softwares in 2021. It empowers support teams to gather, address, and deliver consistent services within your organization. It has a custom service portal that allows staff to quickly submit requests and report issues.
It also allows you to create automation rules for ticket routing and service approvals. You can also establish processes for asset management, problem management, change management and other functions.
HappyFox, unlike other ticketing software allows organisations to send and receive tickets via email. This means that you can track issues from wherever staff have reported them.
Tickets are displayed on the “Ticket Listing” page. This allows agents to better understand current workload. There are several layout options, including KanBan View and Card View.
Jira Service Desk
Jira Service Desk is a great tool for organizations that need to be able to create multiple projects and organize and process requests. Jira Service Desk has been voted one of the top 10 IT ticketing softwares in 2021. It allows businesses to create projects for each topic and users can submit requests via their email address.
Mojo IT Helpdesk
Mojo IT Helpdesk automates the workflow. It organizes your tickets in a systematic order, sends you auto-responders and assigns important tickets to the right department. This increases the efficiency of the support staff and allows them to serve more customers at a faster pace.
Mojo integrates seamlessly with G Suite. This allows users to submit service requests to their preferred channels and convert them into tickets. All of this can be managed in one place.
Freshservice offers support teams the ability to deliver timely services. It features asset management, SLA management and incident management. The dashboard provides a complete view of team performance and helps organizations improve their services.
Zendesk is flexible because it allows IT service desks to report incidents via multiple channels. You can extend its functionality by integrating your IT service desk with tools and apps that you prefer.
It allows you to track key metrics and helps you make informed decisions about addressing service issues that have a significant impact on your operations.
Vision Helpdesk was created to improve team performance. It has powerful configuration features that allow your business to organize it for problem management, incident management and other services.
It allows users to work together in the help desk, gamify daily activities, and use task management to finish projects on time.
Zoho Desk will work best for you if your company is using Zoho CRM. It provides the tools your IT team needs to efficiently resolve tickets. Additionally, it has access to all your users’ ticket history, activity, happiness rating, and other information.
It is the best IT ticketing software available today. ITarian is a cloud-based software that automates ticket management. It also takes care of SLAs. This system effectively manages workflows. This means tickets are tracked, addressed, and reassigned to certain departments/organizations.
The service desk product provides clients with a self-service portal that allows them to find the solution they are looking for. If they are unable to find the answer they need, they can create tickets and track the status. The FAQ database can answer simple questions like adding a user or reset passwords.
Similar ticketing software is available on the market. However, you will need to build your knowledge base. ITarian provides a database and allows you to modify it according to your needs.
So that you can quickly find the information you are looking for, email requests are automatically converted to incident reports. This saves you time and effort that you could use to complete other urgent tasks.
These are only 10 of the top IT ticketing softwares in 2021 that can meet your business’s needs for online ticketing.
Your team will be able to see what the problem is and who is reporting it. You can also decide which report should be prioritized. It takes less time to fix IT problems, which can help avoid bigger operational issues in the company.
Benefits of using an IT ticketing software
1. Seamless Interaction
Helpdesk ticketing systems make it easier for customers and support agents to communicate with each other. Multi-channel interaction is also possible so that customers can contact the IT support team from their preferred channel.
2. Effective Ticket Resolution
Support agents do not need to switch between color-coded tags and folders. Incoming emails can be automatically converted to tickets because ticketing software integrates with support email inbox. In a shorter time, more problems can be solved.
3. Prioritization of Tickets
Ticketing systems allow you to prioritize your incoming tickets using several criteria. Tickets about minor incidents and urgent issues will be handled first.
4. Agent Productivity.
Additional features in ticketing systems automate issue resolution. A preset action can be initiated when the software receives an email ticket. This saves time and increases productivity for the IT support staff. Some helpdesk software allows users to access an internal knowledge base to help them find answers to their questions.
5. SLAs, Monitoring and Reporting
SLA, or Service Level Agreement, is a contract that establishes expectations between customers (and service providers) to ensure smooth business transactions. SLA policies are an important part of any helpdesk management system. Online ticketing systems have reporting and monitoring modules that allow you to track the activities of your IT support agents.
6. Enhanced Customer Retention
It ticketing software can improve customer service, making customers happy. Customers will continue to use your products and services if they are satisfied.
7. Self-service Adoption
A lot of IT help desk software can identify keywords in customer inquiries and use machine learning techniques for finding the right solutions. This reduces the work load of your service desk agents and saves them a lot of time.
8. Service Desk Efficiency
Ticketing software reduces the inconvenience of having all customer data, priority, tag, labels, and ticket status in one place. Multiple communication channels, such as phone, email, chat, and live chat are all available on one platform. This allows your support team to manage any issue no matter where it is sent.