Ticketing System – What Is It and What Functions Does It Have?

A ticketing system helps streamline the work of the customer support department. This automated tool enables proper ticket management, progress monitoring and shorter problem-resolution times. What exactly is a ticket management system, and why is it worth implementing in your organization?

What Is a Ticketing System?

A ticketing system is software used to manage customer requests. It optimizes the customer service process by using automation to handle inquiries. Ticketing software enables receiving and categorizing requests, assigning them to specific agents and tracking status changes for each ticket, giving the customer constant access to updates on the progress of their case.

The purpose of implementing a ticketing system is to improve and speed up the response time to customer inquiries. Standardized communication processes and precise monitoring of each request support fast resolution, ensuring high service quality.

How Do Ticketing Systems Work?

Ticketing systems are based on unique numbers assigned to specific events. Tickets make it easier to identify and handle requests. Each ticket stores essential information gathered from various communication channels throughout the entire handling process, including:

• ticket creation date
• communication history with the client (chat, hotline, SMS, e-mail, etc.)
• history of actions taken and involved staff
• method of issue resolution
• ticket closure date

The system gathers all related questions in one place, automatically queues tickets and assigns them to the right employees responsible for customer support. Ticketing system functions ensure smooth processing of the ticket until the problem is resolved. At the same time, the customer can check the current status of their request. Ticket management systems may take different forms, most commonly helpdesk and Service Desk platforms.

What is a helpdesk? It is a central contact point that handles issues related to technology, applications and IT infrastructure. It mainly supports simple, repetitive incidents aimed at resolving immediate problems. Ticketing systems also serve as a preventive tool, helping identify and remove IT bottlenecks—this is where Service Desk systems come in. What is a Service Desk? Like helpdesk, it handles user requests, but with the ability to generate reports and conduct analysis, it helps locate unusual issues and determine optimal response strategies. This ensures high availability of IT systems.

Ticketing System – Key Features

An IT ticketing system should offer practical functions tailored to the needs of users within a given company. What should you pay attention to when choosing a ticket management system?

Ticket Handling

The most important function in a ticketing system is, of course, ticket handling. In addition to standard options such as collecting data from various communication channels or maintaining an operation history, advanced ticketing systems allow you to customize the level of customer service. For example, tickets can be queued based on priority, category, or customer type—this ensures that a client who has chosen a service package with a guaranteed resolution time can be confident that their ticket will be closed within the agreed timeframe. Assigning a specific employee from the appropriate department helps avoid transferring the task between team members, shortening the wait time for resolution.

Knowledge Base

Ticketing systems make it possible to create knowledge bases containing information about a company’s products or services. A knowledge base may also include tips that help users independently resolve simple issues.

CMDB

A CMDB is a configuration management database within a ticketing system. It acts as a repository storing information about the components that make up the IT infrastructure (computers, equipment, servers, routers, operating systems, databases, software, or applications). One of the most important functions of a CMDB is supporting incident and problem management processes.

Asset Management

Asset Management enables systematic management of IT infrastructure components. The software provides complete support for the inventory process, offering access to the full history of each device. Such information can be useful when gathering details about past failures or previously performed maintenance work.

Configuration Flexibility

One of the key features of a ticketing system is its configuration flexibility. The more complex the company and the broader the scope of processed data, the more advanced the software’s capabilities should be in terms of workflow logic and user interface design.

What to Consider When Choosing a Ticketing System?

Beyond the basic functions of a ticketing system, it is also important to consider other aspects that influence its performance. Implementation support from experienced experts, access to training conducted by a dedicated team of consultants, and meeting technical requirements will help tailor the system to your company’s needs with precision.

Ticketing System – Implementation Benefits

Ticketing systems help optimize customer request management. Here are the key benefits of implementing a ticketing system:

• Efficient problem resolution. Automating customer service improves consultant efficiency. These systems support decision-making and help reduce errors related to human factors (e.g., overlooking a ticket).
• High performance indicators. Thanks to a ticketing system and shorter handling times, key indicators—such as process quality, efficiency, and employee productivity—improve.
• Compliance with standards. The software makes it possible to track SLA parameters. This ensures that services are delivered according to agreed conditions and that all parameters, such as average wait time for contact or average resolution time, are met.
• Increased customer trust. Ensuring that each ticket is resolved as quickly as possible increases customer satisfaction and helps build trust in the service provider.

Ticketing System for IT and Other Industries

An IT ticketing system is recommended for managing customer requests across all industries. The software works well both in smaller companies that receive inquiries occasionally and in large enterprises seeking to improve the efficiency of their customer support departments.