Ticketingsystem

A ticketing system is software used to manage requests and tasks within an organization. It supports IT service management, customer support, facilities, and events by centralizing the creation, assignment, tracking, and resolution of tickets.

Key components include tickets themselves, queues or categories, workflows, status and priority fields, assignment rules, service level agreements, a knowledge base, and reporting. It often integrates with email, chat, customer relationship management systems, enterprise resource planning tools, and payment systems, and can automate routing, escalations, reminders, and status updates.

Typical processes encompass creating a ticket via channels such as email, web forms, or chat; triage and categorization; prioritization; assignment to an appropriate agent or team; investigation and resolution; verification with the requester; closure and feedback. Workflows govern how tickets move between states and departments.

Types and scopes vary: IT service management ticketing focuses on incidents, service requests, problems, and changes; corporate help desks extend to internal services. Event ticketing systems handle the sale and management of attendee tickets, seat allocation, payments, and entry control.

Deployment and architecture can be cloud based or on premises. Many systems offer multitenancy, application programming interface access, and integration with identity providers. Security and privacy considerations include access control, data protection, and audit logs. Common features include self-service portals, canned responses, macros, dashboards, and SLA reporting.

Benefits include improved response times, accountability, and visibility into workload and performance, along with better data for decision making. Challenges can involve data migration, user adoption, complexity of workflows, integration with legacy tools, and maintaining security.