A ticket software system is a tool used to track service requests and all types of incidents. It can be offered as a standalone solution or as part of a more comprehensive IT service management (ITSM) system or platform. The ticketing system acts as a single point of contact between the service provider and the customer.
The ticket software also allows to define rules according to which the status, priority, category and other attributes of the considered notification are automatically changed. The rapid growth of the market shows how much such solutions are needed. The global help desk software market will be worth $ 11 billion by 2023, according to Market Watch, a service owned by Dow Jones that provides financial information and stock market data.
A Ticket software system is used for processing requests, centralizing collected data and analyzing information. The help desk program enables businesses to work faster and more efficiently. Within the system, customers and/or employees can ask questions, declare an incident and request for a service. Helpdesk systems have in-built ticket system that organize customer problems so as to rapidly resolve tickets, monitor and enforce service level agreements (SLA), organize requests, build up knowledge based procedures and answers to frequently asked questions.
What Features Ticket Software Should Have?
The more features a ticket software has, the more control you will have over various work scenarios and customer service processes. The features to watch out for are:
- Assignment and transfer of tickets;
- Automation of applications;
- Application statuses; tagging and filtering options;
- SLA compliance;
- Using several templates of applications and setting up applications;
- Knowledge base;
- Answers to frequently asked questions.
- It is recommended to make sure that the ticket management software has the required integration capabilities. There are some useful features, which should be present: -manual and automatic import and export of customer data; -API integration; -phone integration; -integration with email; -integration with web chat; -the ability to integrate with other systems. When choosing support service softwares, an important factor is the budget: subscription cost; convenient payment periods; the cost of initial implementation and training of employees; support cost; software update costs. The availability of a trial period in order to test the solution before implementing and migrating all data is also worth considering.
It is recommended to make sure that the ticket software has the required integration capabilities. There are some useful features, which should be present:
- Manual and automatic import and export of customer data;
- API integration;
- Phone integration;
- Integration with email;
- Integration with web chat;
- The ability to integrate with other systems.
When choosing ticket software, an important factor is the
Budget which includes subscription cost; convenient payment periods; the cost of initial implementation and training of employees; support cost; software update costs.
The availability of a trial period in order to test the solution before implementing and migrating all data is also worth considering.
What is a Basic Set of Functionalities?
Ticketing systems have many features that save time and money: from complex, pre-configured automation rules to simple and easy retrieval of information about tickets.
However, there is a basic set of functionalities that any good software of this type should have.
First of all, automation is an absolute must-have for any ticketing system, regardless of the industry.
It allows to perform many tasks without the participation of an employee: from reminders that the request is waiting for a response to directing it to the appropriate support agent, depending on the team that can focus more on complex issues.
Multi-channel notification system should be present. Omnichannel systems helps IT support agents, check the history of an open request and retrieve all relevant information on the customer’s initial request, his contact details and the tasks undertaken in relation to the customer’s request. SLA incorporated directly into the ticketing system, helps to easily prioritize tickets and avoid contract violations.
Also, choosing a ticket system that allows you to personalize request forms is critical to gathering the information you need.
This can significantly reduce the number of core follow-up questions and shorten the time it takes to close incidents. It is worth choosing a system where you can create several templates and combine as many as needed.
The possibility to search for an item via a self-service portal should be present. It enables customers to quickly find answers to frequently asked questions without contacting an IT support employee.
What Are the Benefits of Implementing Ticket Software?
Companies that implement help desk ticket solutions gain a lot. 98% of ticket system users improved performance, and 71% were able to measure performance by tracking key metrics. Also, the system acts as a central place from which IT employees can manage all service requests. Users/employees can report problems via phone, email, live chat or social media. Moreover, requests are prioritized and properly managed. They don’t get lost in the system, which is important especially with a large number of ad hoc submissions that are sometimes overlooked or forgotten. An ITSM tool facilitates communication between the user and the IT support agent. It creates a record of interactions and makes it easier for users and employees to track all messages related to the reported incident. It also takes record of the time spent in resolving tickets, categorizing and prioritizing tickets, routing them to the right person and updating customers on the evolution of requests Here are some of the main support benefits from using a reliable software:
1. Improved team efficiency.
2. Hassle-free customer support.
3. Increased productivity.
4. Increased brand awareness.
5. Significant cost savings.
Why is Ticket Software Important to Business?
A professional, well-organized helpdesk system is undoubtedly one of the most essential core activities of companies these days. The ticketing system helps put in place a good organization and makes IT support productive and efficient. This has a direct impact on costs and revenues, customer retention and public brand image. Ultimately, ticketing systems are a means of support and assistance in solving any problems / incidents in organization, managing incidents from the moment they are intercepted until they are resolved. Ticketing softwares facilitate problem management by identifying trends more easily since all tickets are logged sequentially with their category, people or services affected, date, time, location, etc. Also, ticket softwares help define whether recurrent issues are requests, complaints or probably incidents. It categorizes tickets meaningfully and ensures that all tickets are resolved. This will help organizations manage all business-affecting IT problems better
