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Ticket system

Updated at: 24 January 2025

**Ticket system **is a tool for managing user requests and appeals. All questions, problems and wishes of customers or company employees are entered into the system. ## What is a ticket system When a user has a problem or a question, he creates a "ticket" - an electronic request in the system. This ticket goes to a support specialist who solves the problem and replies to the client. The entire process of communication and issue resolution is recorded in one place. The ticket system can be used both for external and internal users. For example, to work with requests from the company's customers or employees - in this case, the ticket system can be part of the automation element of the common service center (CSC). **Features of the ticket system:** 1. **Centralization of** requests - all requests are collected in one place. 2. **Status tracking** \- the user always knows at what stage his/her issue is being resolved. 3. **Prioritization** \- important requests are solved first. 4. **Interaction history** \- all correspondence and actions to solve the problem are stored in the system history. Ticket systems are used in IT support, customer service and internal communications of companies. They help to structure work with requests, speed up problem solving and increase user satisfaction.
## How the ticket system works

The ticketing system acts as a virtual dispatcher, organizing the flow of requests from users to the help desk. Here's how it works:

    ¨NBSP;

  1. Ticket creation

    2. A user sends a service request through an

    omnichannel

    environment: self-service portal, email or messenger. The system automatically creates a ticket - a unique record with a number and description of the question or problem.

  2. Categorization and prioritization

    3. The system analyzes the content of the request and assigns it a category and priority.

    A serious incident, such as a server crash, will receive a high priority, while a typical service request, such as a document issue, will receive a medium priority.

  4. Assignment of an executor

    5. A ticket is assigned to a suitable support specialist.

    This can happen automatically or via a manager who assigns tasks.

  6. Processing the request

    7. The specialist investigates the problem, communicates with the user via the system and takes steps to resolve it.

    All actions and correspondence are saved in the ticket history.

  8. Closing

    9. a ticket

    After the problem is solved, the specialist closes the ticket. The system sends a notification to the user and can request a service quality assessment.

Participants in the ticket system process include:

  • user - creates a request and interacts with the support service;

  • support agent - processes tickets in the system and solves problems;

  • manager - controls the work of the team, analyzes the efficiency and quality of service using the system data.

Ticket system allows not to miss a single request and ensures transparency at every stage.

Main features of the ticket system

Ticket system is a multifunctional tool for efficient processing of requests. Here are the key features it provides:

  1. Registration and categorization of requests:

    • automatic creation of tickets from different sources: email, chat, phone, self-service portal;

    • categorization of requests for quick routing;

    • assigning unique numbers to each request.

  2. Ticket assignment and escalation:

    • automatic distribution of tasks among support agents;

    • manual assignment of complex requests to specific specialists;

    • escalation of unresolved issues to a higher support level.

  3. Status and priority tracking:

    • visualization of the current status of each ticket;

    • changing priorities depending on urgency and importance;

    • reminders of approaching deadlines.

  4. Communication with users:

    • built-in messaging tools;

    • automatic notifications on request status;

    • ability to attach files and screenshots.

  5. Knowledge base and self-service:

    • create and update FAQ database;

    • find ready-made solutions for typical problems;

    • self-service portal for users.

  6. Analytics and reporting:

    • collecting statistics on query resolution time;

    • analyzing support agent workload;

    • generating reports on service quality.

These features help companies solve customer problems quickly and efficiently, improving the quality of support and reducing the workload of specialists.

Advantages of using the ticket system

Implementation of a ticket system benefits everyone involved in the support process: business, employees and customers. Ticket system turns a chaotic flow of requests into an organized process, which benefits the business, employees and customers.

For business

  1. Process Optimization

    2. Ticket system speeds up the processing of requests through automation.

    The number of lost or forgotten requests is significantly reduced, which increases the efficiency of the support service as a whole.

  3. Analytics and service improvement

    4. The system can collect and analyze data on typical customer problems - so managers get the opportunity to assess the speed and quality of employees' work, as well as identify weaknesses in the company's products or services.

  4. Saving resources

    5. Av As a result, a company can reduce the cost of maintaining a support team.

For support staff

  1. Structured work

    2. Clear distribution of tasks among specialists and prioritization of requests help to plan working time efficiently.

    Access to the history of customer requests allows specialists to immerse themselves in the context of the problem and solve it faster.

  3. Reducing stress and workload

    4. Automation of routine tasks and the availability of a knowledge base to quickly find solutions to typical problems make specialists' work easier.

For customers

  1. Convenience of contacting support

    2. Customers can send a request through their preferred communication channel and quickly receive a response.

  2. Transparency of request processing

    3. Users can track the status of their request in real time and receive notifications on the progress of problem resolution.

    The entire history of requests is stored in the client's personal cabinet.

  4. Improved service quality

    5. Efficient routing of requests ensures faster problem resolution. Personalized approach based on the history of previous requests and the ability to evaluate the quality of support work contribute to the growth of customer satisfaction.

Integration of ticket system with other IT processes

Modern ticketing systems don't exist in isolation - they are tightly coupled with other IT processes and tools to form a unified service management ecosystem. They can also be part of the broad functionality of ESM platforms.

Link to ITSM and ITIL

Ticketing systems play a key role in the implementation of ITSM and ITIL principles. They support processes such as incident, problem and change management.

Integration with CMDB

Communication with the Configuration Management Database(CMDB) allows support agents to quickly retrieve information about affected configuration units. When a ticket is created, the system automatically pulls up data about related hardware or software, which speeds problem diagnosis and resolution.

Interaction with monitoring systems

Integration with infrastructure monitoring tools allows tickets to be automatically created when failures or anomalies are detected. Specialists can respond quickly to problems, often before users even notice them.

Communication with CRM systems

In customer service-oriented companies, the ticketing system is often integrated with the CRM. Support agents have access to a complete history of customer interactions, which helps provide personalized service.

Integration with developer tools

Linking the ticket system with development management tools is important for IT companies. Bug reports from users can be automatically converted into tasks for developers, providing quick feedback and bug fixes.

## Summary

Ticketing systems have become an indispensable tool for efficient management of user requests and inquiries in companies, especially as part of the CLC. They help to structure the work of the support service and the departments leading support processes.

Integration of the ticket system with other IT processes and tools allows creating a unified service management environment. This provides faster problem resolution, improves coordination between departments and increases the overall efficiency of the company's IT infrastructure.