Ticketing Softwares In 2021

A ticket is created to keep track of a process from the start until it is resolved or completed. An agent looks into the required action after the ticket is made, the task takes place, gets resolved, after which the ticket is closed. 

There are two basic ticketing tool software types that all others can be categorized under:

1. Help Desk Ticketing

This is the general kind that is used in most customer services. A customer can file a complaint or access the help desk of a company. IT agents can contact the customer and can help resolve the issues or answer any of the queries using this tool. 

However, this type of software might not have the extra features like live chat as most customer services require now. 

2. IT Service Desk 

The service desk is a very IT-focused help desk. It offers IT services and support only for the users. This type of ticketing tool software has more customizable options. It is more flexible and includes options such as live chat and real-time analysis of the tickets, leading to a smoother workflow. 

Online ticketing systems are now being designed to connect the customers directly to IT support to provide quality service, whether that takes place through calls, live chat, or email. With an online system in place that is inter-linked, the entire process becomes more organized and has a better flow to it. Having the software online and in place also means having a centralized system which makes it easier for the administration to monitor. 

IT support is required to be efficient and organized, which is why any company that has one needs good ticketing software. It will help in dealing with any issues that arise from the moment they take place until they are resolved.

Where To Look 

The main solution to improve workflow is to get a ticketing tool software that will meet the terms of the business. With one of these, the team will be able to resolve issues quickly, have a clear overview of the problems, and figure out how to prioritize for maximum efficiency. 

HappyFox

HappyFox is one of the few software that allows companies to receive and create tickets through emails. After they are received and checked, they are listed in a “ticket list” where their status and filer information can be tracked. 

ZenDesk

This software lets the IT service desk include tickets from all the channels the company has available including texts, emails, and social media. This is extended further to letting the software be linked to various apps and tools. 

This software also provides feedback on the tickets, highlighting repetitive problems that have come up in the tickets, which further helps in making an informed decision. 

Samanage

This is a customizable ticketing tool that lets staff submit requests and complaints that come up quickly. It also encourages the team to collect and address and resolve whatever issues that do come up within the company without having to go out of the software.

With the right customization, it will also set rules and processes to automatically resolve complaints, set pre-approvals, and establish set paths for problem and change management. 

ITarian

ITarian is a cloud-based ticketing system that has an auto setting where it handles the workflow itself by addressing and tracking the tickets and sending them to the departments that can resolve the issues. 

It also has a self portal where the customers can find ways to resolve the problems they are facing themselves, and if they can not, a ticket can be made. The ticket, in this case, gives the client a trackable status.

It also gives a manageable FAQ database, where simpler problems have answers already provided for further guidance. 

Through one of these ticketing tool software that is listed here or from the many others that are available in the market, the team will have better guidance on how to go about work. There will be a clear idea of what the problem is, who is making the report, and how to prioritize it. This process will lead to a smoother workflow, creating a better environment and experience for the team and the customers. Customer satisfaction is key as if they leave happy with their experience, they will continue using your product and come back for the service. 

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• ticketing software
• workplace software
• business tools