Ticketing systems: What You Need to Know

issue tracking system
Serve your customers better with ticketing system
What you need to know about support ticketing[/caption]What are ticketing systems? Where are they implemented? Who uses them and why? What are the top players on the market? I’ve decided to find the answers to these questions and share the results. Here’s what I found.

A ticketing system, more accurately called a trouble ticket system is also known as a support ticket system, incident ticket system or an issue tracking system. All these terms stand for the same thing – a computer software package that runs and supports lists of issues required by an organization. Ticketing systems are widely used within organizations’ customer support call centres to process reported customer or other employees issues. A ticketing system often has a knowledge base covering information on each client, solutions to frequent issues and other similar data. A ticketing system is very much like a “bug tracker”, even though they are normally sold as separate systems.

According to Wikipedia, a ticket is an element that is a part of an issue tracking system, containing data about support interventions entered by technical support employees or other third parties on behalf of an end-user who reported an incident that is preventing them from working with their computer as they would expect to be able to.

Tickets are the basis of the job, starting from the Help desk and reaching the advanced technical support. They provide precise analysis and allow to improve performance. Tickets also include a change system – a feature that allows to perform an action which occurs not necessarily due to a problem.

Ticketing systems can be used both in medium-sized companies and large corporations. Here’s how such systems typically work: a customer calls, or a problem is detected and a ticket is created. The ticket is transferred to the right support group according to the contract with the customer, the ticket is solved in a certain period of time. Each ticket has severities: 1 for urgent, 2 for critical, 3 for normal, 4 for service request and the resolution time depends on the severity. For example, 1 in 2 hours, 2 in 8 hours, etc. In case the company fails to resolve the ticket on time, they pay penalty fees to the customer. Tickets are closely monitored by quality analysts who try to establish statistics. Tickets also allow to point out to common problems and to invent a solution to reduce them. The fewer tickets are created, the less work the company does, which allows to reassign people to other important projects, or alternatively keep less staff on board.

One of the top players on the market today is Zen Desk Ticketing System. Its features include:
  • Ticket management
  • Multi-Channel Support
  • Reporting & Analytics
  • Self- service support
  • Branding
  • Integrations
  • Security
  • Internationalization
Another big player is Desk Customer Support Help Desk by Sales Force. The following features are covered:
  • Case-management
  • Easy set up
  • Multi-channel support
  • Support Center
  • Mobile Agent
  • Business Insights
  • Integrations
One more Help Desk Software worth mentioning is HelpDeskPilot. The features include:
  • Email Management
  • Easy Installation
  • Powerful Secure Admin
  • LDAP Integration
  • Custom Fields
  • Customer Panel
  • Activity Tracking
  • Private Notes
  • Comprehensive Search
  • Custom Notifications
  • Powerful Reporting
  • Canned Actions
  • Multi-lingual Support
  • Ticket Management
  • Mass Reply
  • Move Tickets
  • Print Tickets
ServiceDesk Plus covers such features as:
  • Automatic Ticket Dispatch
  • Business rules
  • Data Archiving
  • Email commands
  • Help Desk Notifications
  • Help Desk Reports
Multichannel support desk LogicNow features are simple yet absolutely necessary:
  • Incoming Email
  • User Front-End
  • Cloud-based
  • Reporting
Last but not least Kayako solutions customer support covers a number of features:
  • Ticket and email management
  • Ticket workflows, intelligent routing
  • SLA plans, automatic escalations
  • Live chat, real-time visitor monitoring
  • Click-to-Call and integrated VoIP
  • Kayako OnSite, remote PC control
  • Helpdesk and self-service
  • Reporting, ratings and surveys
  • Customer and organization management
  • Security and reliability
  • Remote URL authentication
  • A better customer experience

About the Author: Elena Bizina, Marketing department of Holbi. Takes particular interest in eCommerce industry in general, and Kayako Solutions in particular to learn from top professionals and share with beginners like herself. In the past – an English teacher and a Business Development Manager, at present – a full-time mother and a part-time Assistant to Marketing Manager whose core responsibilities are researching the eCommerce industry and writing about it.