Ticketing system
It is also a database where important information is stored and all necessary documentation is recorded.
In terms of IT operations, the ticketing system includes various platforms that are used to track IT service requests, events, incidents and alerts that may require additional actions by IT support. It simplifies the process of solving customer problems, making it easier for companies to provide fast and efficient support. With a ticketing system, customers can submit support requests through multiple channels, including email, phone, or a web portal. Requests are then organized and given different levels of priority, allowing support teams to respond quickly and efficiently.
What is a ticket?
A ticket is a special document or record that represents an incident, warning, request or event that requires some kind of reaction. Tickets are usually generated by employees, but it is also possible to automatically create tickets in case of recognized incidents. Once a ticket is created, it is assigned to an operator who needs to resolve it.
Why do organizations need a ticketing system?
As the size and complexity of an organization increases, so does the need to effectively manage employee issues beyond simply sending an email or calling the IT department. Ticketing software takes all service requests and turns them into a single point of contact. These ticketing systems can store and manage all human, legal, IT and other queries.
Other benefits and functionalities include:
- Improved visibility: with all support requests in one place, it’s easier to track progress and prioritize the most pressing issues. Relevant, accurate and consistent information is available in one location.
- Increased productivity: the ticketing system automates and simplifies the support process, reducing response time and improving overall customer satisfaction.
- Access to a centralized repository: improved collaboration makes it easier for support teams to collaborate and share information, further improving resolution times.
- Detailed reporting: the system provides detailed reports on customer support requests, making it easier to identify trends and improve the support process. It also provides real-time data for reporting and analytics.
Managing projects through the ticketing system is much easier and more accurate due to the chronologically listed tasks that need to be completed, and a detailed overview of all projects and project activities provides insight into the efficiency of solving tasks. Adherence to the procedures for opening tickets and recording the time spent on tickets facilitates management monitoring, both monitoring the workload of its employees and the profitability of users. In addition to recording the time spent, the steps to solving the problem are written on the tickets in detail, and thanks to this, other consultants and management will know the current status of solving the ticket. Users also have access to tickets, who can also follow the progress of solving their problem.
A great help to project management can be the use of a Gantt chart, a graphic representation of the start and end times of a project, with all its critical points.