Complete guide to IT help desk ticketing systems

What is an IT ticketing system?

An IT ticketing system is a software solution designed to manage and streamline the process of tracking, resolving, and documenting IT-related issues and requests. It serves as a central hub where support teams can prioritize and address incidents reported by users, ensuring that no issue goes unnoticed or unresolved.

IT ticketing systems typically include features such as automated workflows, real-time status updates, and communication tools that help IT departments efficiently manage their workload and provide timely support. Beyond IT, enterprises can extend their use of these systems to manage various interdepartmental tickets. IT ticketing systems can also be referred to as help desk ticketing systems or support ticket systems.

What is IT help desk software?

IT help desk software enables IT admins to manage user requests more efficiently with AI integration, prioritizing tasks that require attention sooner than others that may be less time-sensitive. Additionally, help desk software allows IT ticketing tools to automate repetitive tasks like employee onboarding/offboarding, password resets, application access requests, and other request-based services.

In addition to these basic tasks, IT help desk software also aids in:

• Change management: Manages changes in IT infrastructure smoothly.

• Knowledge base: Provides a repository of solutions and FAQs for self-service.

• Reporting and analytics: Offers insights into IT performance and areas for improvement.

• Integration: Seamlessly integrates with other tools and systems through APIs and connectors

What is a ticket?

To understand IT ticketing tools, we must first understand what they’re based on: tickets.

Tickets are digital records created to document and track individual issues, requests, or tasks that need attention from the IT support team. These can include anything from WiFi problems to password resets. Ticket creation is usually done by users through a user portal, over email, or by phone. IT automation tools can also create tickets when certain issues occur. Upon creation, each ticket is assigned a unique identifier, a tag that categorizes tickets and makes them easier to track and reference.

Each ticket contains detailed information, including an issue description, who reported it, the priority level, and the status of the resolution process. Tickets are structured to capture and manage the entire progression of an IT support incident, from initial report to final resolution.

How does an IT ticketing system work?

The IT ticketing process, from ticket creation to ticket resolution and feedback, is as follows:

1. Ticket creation: Users submit their issues or requests through various channels such as email, web forms, chat, or phone. The system automatically generates a ticket for each request, assigning it a unique ID.

2. Categorization and prioritization: Tickets are categorized based on the type of issue (e.g., hardware, software, network). They are then prioritized according to the urgency and impact on the business (e.g., high, medium, low priority).

3. Assignment: Tickets are assigned to the appropriate IT support team or technician based on their expertise and availability. Some systems use automation to assign tickets based on predefined rules.

4. Investigation and diagnosis: The assigned technician investigates the issue, diagnoses it, and determines the necessary steps to resolve it. They may communicate with the user for additional information or clarification.

5. Resolution: The technician implements the solution to resolve the issue. They document the steps taken and any relevant information in the ticket.

6. Closure: Once the issue is resolved, the ticket is marked as closed. The user is notified of the resolution and may be asked to confirm that the issue is resolved to their satisfaction.

7. Feedback and reporting: Users may provide feedback on their experience and the quality of support received. The system generates reports and analytics on ticket resolution times, technician performance, and user satisfaction.

8. Knowledge base update: Solutions to common issues are documented and added to the knowledge base, helping users resolve similar problems in the future without needing to submit a ticket.

Why do IT support teams need an IT ticketing system?

It’s crucial for IT support teams to remain organized by staying on top of their IT service management (ITSM) operations. Without a dedicated system in place, support requests can easily slip through the cracks and go unsolved for long periods of time. Luckily, IT ticketing systems are designed to prevent that.

IT ticketing systems allow IT support teams to track how tickets are assigned to agents and resolved. Ticketing systems streamline communication between users and support team personnel, ensuring transparency, accountability, and timely resolution of IT issues.

Other assets to accompany an IT ticketing system

IT ticketing systems work well on their own, but their power is maximized when paired with these other assets:

• A dedicated knowledge base to send customers to.

• Dedicated help desk software if the IT ticketing requirements are separate business processes and needs.

• Self-service portals that may be AI- or template-powered.

Ticketing systems vs ITSM

Although IT ticketing systems and ITSM may seem similar, they serve different purposes. Each serves a different purpose within IT support and operations. While ticketing systems focus on the management and resolution of individual requests or inquiries, ITSM has a broader objective for designing, delivering, managing, and improving IT services to meet business objectives. 

Ticketing systems: These are tools for logging, tracking, and resolving specific IT issues from users. They streamline communication, assign tasks, and provide transparency regarding ticket status.

ITSM: This is a framework of policies and procedures designed to deliver and manage IT services to meet the needs of an organization. It uses tools like ticketing systems for strategic planning, service design, and continual service improvement.

While ticketing systems are crucial in incident management and support, ITSM provides a broader view of overall service management.

The 10 best IT ticketing systems in 2024

1. Freshservice

Freshworks’ Freshservice is a cloud-based IT Ticketing tool, Help Desk, and service management solution that offers comprehensive ticket management, incident, problem, and change management capabilities, IT operations management, SaaS management, and more. It equips organizations with all the necessary tools to effectively manage their ITSM processes and ensure continuous service availability for users.

In essence, Freshservice is a centralized platform for managing and resolving all IT incidents users report. It enables clients to swiftly prioritize and assign incidents to the appropriate IT personnel, ensuring timely responses and minimal service disruptions.

Key Features:

• SLA Management: Resolves tickets based on priorities and automates escalation rules to notify about SLA violations.

• Ticket Summary Generator: Analyzes ticket exchanges to create clear and concise summaries.

• Automated Workflows: Speeds up repetitive tasks, reducing manual effort and allowing IT teams to focus on more complex tasks.

• Workload Management: Provides an overview of work assigned to team members, ensuring balanced workloads and prompt ticket responses.

• Public and Private Notes: Offers end-user updates on their tickets or facilitates better internal collaboration for faster request resolution.

• Ticket Field Predictions: Preemptively identifies fields such as type, priority, and group.

Ideal for: Businesses of any size looking for a comprehensive IT ticketing tools to manage change, incidents, problems, projects, and more.

Pricing: Starts at only $19 per user per month for the Starter package.

2. Help Scout

Help Scout is a customer support platform designed to streamline all customer communications through a shared inbox, help center, and live chat software.

Key Features:

• Automated workflows

• Easy tagging of team members with ‘@’

• Collision-free inbox

• Assignments for individuals and teams

Pros:

• Real-time chat and a comprehensive knowledge base ensure quick and accurate responses.

• User-friendly and easy to implement, making it ideal for non-technical agents.

Cons:

• Limited integration with popular third-party platforms, such as Salesforce.

• The documentation feature is outdated and lacks some useful functionalities.

3. Zoho Desk

Zoho Desk is a versatile platform that helps businesses manage customer communications across various channels, including phone, email, live chat, SMS, and social media. It is particularly effective at routing calls to agents based on their department or familiarity with repeat customers.

Key Features:

• Reply assistant

• Field predictions

• Ticket assignment

• Notification rules

Pros:

• The knowledge base, community, and embeddable self-service options empower users to resolve issues independently.

• A wide range of productivity tools, such as work modes and team functionalities, enhance operational efficiency.

Cons:

• Some of the most valuable automation features are only available in the highest-priced plan.

• Integrating with existing infrastructure can be challenging.

4. Kayako

Kayako is a customer service software designed to boost agent productivity and foster customer loyalty. It provides custom views, tags, and conversation assignments, enabling support teams to efficiently track open requests and assign conversations to the appropriate representatives.

Key Features:

• Self-help knowledge base

• Customer satisfaction (CSAT) scores

• Self-service ticket status

• SLA notifications

Pros

• Customer Journey SingleView allows for easy viewing of all customer interactions in one place.

• Extensive automated workflows can route conversations, resolve common issues, and update statuses.

Cons

• Handling and receiving large emails can sometimes be problematic.

• Multi-channel reporting is only available with the top-tier plan.

5. Zendesk

Zendesk is an AI-driven support platform with a user-friendly interface that scales easily with business growth. It utilizes extensive automation features to enhance and speed up service team operations.

Key Features:

• Conditional ticket fields

• Multiple ticket forms

• Skills-based routing

• Customizable triggers

Pros

• Highly customizable dashboards that can be tailored to highlight the most relevant KPIs.

• Advanced AI chatbots that improve self-service options and response times.

Cons

• The starter plan pricing may be too high for startups and small businesses.

• The abundance of features and a cumbersome interface can lead to a poor user experience.

6. HappyFox

HappyFox is a help desk software focusing on multi-channel support for tickets received via email, web, phone, and social media. It integrates with various business applications for accounting, feedback, CRM, commerce, etc.

Key Features:

• Private collaboration notes

• Ticket templates

• Task management

• Canned responses

Pros

• Flexible agent-based pricing and unlimited agent packages can offer better value for large enterprises.

• Specialized software for customer support, IT operations, human resources (HR), and other teams ensures solutions meet specific needs.

Cons

• Limited social media integration can hinder omnichannel approaches.

• SMS and chat features come at an additional cost, complicating omnichannel strategies.

7. Front

Front is a customer operations platform that integrates support and sales efforts to provide efficient service at scale. It enhances customer communication by combining help desk and email functionalities with automated workflows and real-time collaboration for support agents.

Key Ticketing Features:

• No-code workflow automation

• Smart rules

• AI chatbots and agent assistance

• Auto-tags

Pros

• Seamless escalations ensure interactions are transferred from a chatbot or agent without losing context.

• Excellent workload balancing capacity prevents employee burnout and ensures no ticket is overlooked.

Cons

• It is quite expensive overall, especially for the high-end package.

• A limited knowledge base can restrict the capabilities of chatbots and self-service options.

8. ProProfs Help Desk

ProProfs Help Desk is a cloud-based IT support platform designed to help businesses build user relationships. It provides a centralized dashboard, helping companies handle internal and external requests more efficiently.

Key ticketing features:

• Straightforward ticket prioritization

• Shared Ticket ownership

• SLA monitoring

Pros:

• Automated ticket assignments, security updates, and chatbots help expedite repetitive processes, freeing up availability for live reps.

• Extensive live chat capacity enables real-time communication to quicken responses and resolution times.

Cons:

• No merge option to consolidate multiple tickets from the same end-user

• Lack of integration capacity may pose challenges in connecting with existing infrastructure

9. HubSpot Service Hub

HubSpot’s Service Hub is an AI-driven customer service solution that scales support with unified customer insights. It offers powerful self-service tools and an omnichannel help desk that consolidates tasks for better prioritization.

Key Ticketing Features:

• Playbooks

• Conversation intelligence

• Shared inbox

• Ticket routing and automation

Pros

• Excellent internal communication tools that enhance transparency between service and sales teams.

• An integrated content management system (CMS) that enables more personalized interactions based on visitor behavior and interests.

Cons

• Plans are only available as annual commitments, making it difficult to exit early if dissatisfied.

• While lower-tier plans appear affordable, additional features and third-party integration fees can quickly add up.

10. LiveAgent

LiveAgent is a comprehensive IT Ticketing tool and live chat software designed to personalize customer interactions. It features a robust chat widget, an omnichannel universal inbox, a built-in call center, and a powerful customer service portal.

Key Ticketing Features:

• Internal tickets and notes

• Universal inbox

• Canned responses

• Multilingual support (43 languages available)

Pros

• The customer portal, knowledge base, forums, and FAQs offer extensive self-service options for users to resolve queries independently.

• Strong email synchronization capabilities include message forwarding, notifications, templates, and exporting.

Cons

• The mobile app could be improved, especially in terms of navigation.

• Lack of integration with CRM systems can create workflow gaps.

Top IT ticketing system features

When evaluating an IT help desk ticketing system, it’s beneficial to consider features that enhance efficiency and streamline operations. Freshservice offers several key features for any robust IT help desk ticketing system.

Features you should look for include:

1. Automated Ticket Routing

Automatically assign tickets to the appropriate team or agent based on predefined rules.

2. Customizable Ticket Forms

Create and customize fields within customer contact forms to capture relevant information.

3. Canned Responses

Use pre-written responses to common queries to save time and ensure consistency.

4. Service Level Agreements (SLAs)

Set and monitor SLAs to ensure timely resolution of tickets.

5. ƒ Support

Handle tickets from various channels such as email, phone, chat, and social media in one place.

6. Internal Notes

Allow agents to add private notes to tickets for better collaboration and context.

7. Reporting and Analytics

Track performance metrics and customer satisfaction levels to identify areas for improvement.

8. AI-Powered Features

Utilize AI for chatbots, ticket categorization, and predictive analytics to enhance support.

9. Workflow Automation

Automate repetitive tasks and processes to improve efficiency.

10. User Access Control

Manage permissions and access levels for different users to maintain security.

11. Customer Personalization

Personalize interactions based on customer history and preferences.

12. Knowledge Base Integration

Provide self-service options through a knowledge base that integrates with the ticketing system.

13. Mobile Accessibility

The system is accessible via mobile devices for on-the-go support.

14. Scalability

Ability to grow with your business and handle increasing ticket volumes.

These features make Freshservice a comprehensive and efficient choice for managing IT help desk operations.

Best IT ticketing software practices

Maximizing the utilization of IT ticketing software like Freshservice involves implementing several practices to ensure efficiency and effectiveness.

Here are some key strategies:

1. Automate Repetitive Tasks

Automate routine tasks such as ticket routing, status updates, and notifications. This reduces manual effort and speeds up the resolution process.

2. Enable Self-Service

Provide a self-service portal where users can find solutions to common issues through a knowledge base and troubleshooting guides. This empowers users to resolve minor issues independently, reducing the ticket volume.

3. Categorize and Prioritize Tickets

Implement a system to categorize and prioritize tickets based on urgency and impact. This helps in addressing critical issues promptly and ensures that resources are allocated efficiently.

4. Use Templates

Create templates for common issues to standardize responses and ensure that all necessary information is captured. This can speed up the ticket creation and resolution process.

5. Integrate with Other ITSM Processes

Ensure that your ticketing system is integrated with other IT Service Management (ITSM) processes like change management, asset management, and incident management. This provides a holistic view of IT operations and improves coordination.

6. Monitor and Analyze Performance

Regularly monitor key performance indicators (KPIs) such as ticket resolution time, first-call resolution rate, and user satisfaction. Use these metrics to identify areas for improvement and optimize your processes.

7. Provide Multi-Channel Support

Allow users to submit tickets through various channels such as email, phone, chat, and the self-service portal. This ensures that users can reach out for support through their preferred method.

8. Train Your Team

Ensure that your IT support team is well-trained in using the ticketing software and is familiar with best practices. Regular training sessions can help keep the team updated on new features and processes.

9. Acknowledge and Communicate

Acknowledge receipt of tickets promptly and keep users informed about the status of their requests. Clear communication helps in managing user expectations and improves satisfaction.

10. Prevent Junk Mail

Implement measures to filter out spam and irrelevant emails from creating tickets. This helps maintain the quality of your ticketing system and ensures that genuine issues are addressed promptly.

By following these best practices, you can enhance the efficiency of your IT ticketing system and provide better support to your users.

Streamline IT ticketing with Freshservice!

Any organization can benefit from an IT ticketing system. For a scalable, cost-effective solution, choose Freshservice.

Freshservice offers a range of benefits for IT ticketing to enhance efficiency and improve service. Comprehensive monitoring and altering capabilities allow Freshservice to consolidate alerts from various monitoring tools onto a single dashboard. Out-of-the-box analytics bolster agent productivity, and a user-friendly self-service portal and convenient mobile app enhance user satisfaction. With Freshservice's smart automation capabilities, organizations can optimize workflows and orchestrate tasks seamlessly.

It’s time to put your organization at the forefront of efficient, effective IT support. Try Freshservice with a 14-day free trial today!