What is Ticketing Tool

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       Ticketing tools are widely used in IT service management oriented organizations. For a software company (or any IT organization for that matter) it is important to keep track of IT assets and maintain software compliance. They would also need an automated ticketing workflow to ease the burden of manual ticket management for incidents and service requests. ManageEngine's ServiceDesk Plus is an ITIL based, IT help desk software that is built with an automated ticketing system, features to define specialized and customized workflows to match the business and the IT infrastructure of the company, IT and non-IT asset management, software management, and more

 Some Examples..
  
Freshdesk
Salesforce Essentials
Zendesk
Zoho Desk
Wix Answers
Vision Helpdesk
Freshservice
SysAid
LiveAgent
TeamSupport

Ticket management 
Ticket management is the process of managing issues and requests. Tickets are simple data entities for tracking something that needs to be actioned. Ticket management is built into a broad range of software and is an extremely common business tool. The following are examples of ticket management functionality.

Trouble Ticket

Tickets for recording an issue or perceived issue.

Support Ticket

Tickets for recording a customer or internal request.

Customer Service

Tools for offering customer service such as the ability to view customer accounts and enter orders or returns.

Knowledge Base

Knowledge resources for answering customer inquiries andtroubleshooting.

Incident Management

The process of investigating and resolving issues.

Problem Management

The process of investigating root cause and fixing problems that are causing issues.

Monitoring

Monitoring your services to automatically detect issues and create tickets.

Alarms

Handling automated alarms generated by equipment and software.

Correlation

A single incident may lead to a flood of thousands of tickets. Correlation is the ability to identify tickets that are all related and handle them all at once.

Ticket Analysis

Investigating tickets to determine their severity and impact. Some tools allow for this to be automated.

Notification

Notifying people of tickets.

Escalation

The process of contacting people to fix incidents or address customer concerns.

Ticket Analytics

Viewing ticket data such as volumes to manage resources and optimize ticket management.

Customer Satisfaction

Doing everything possible to keep the customer happy. For example, regularly updating them on the status of their request.

Self-Service

Tools that allow customers to view their own tickets. Tickets are regularly updated with status and troubleshooting information.

History

Maintaining historical tickets.

Workflow

Semi-automation of support processes that creates and assigns tasks when something needs human attention.

Reporting

Reporting customer support and incident management metrics such ascustomer satisfaction and mean time to repair.
Overview: Ticket Management
Type
Customer Service
DefinitionThe process of managing issues and requests.
Related Concepts
Customer Service »
Trouble Ticket »
Internal Customer »
Troubleshooting »
Incident Management »
Problem Management »

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