Ticket Management: What Makes a Good Ticketing System?

What is Ticket Management?

A ticket management system helps the customers of any application or service to raise a ticket if they have any issues with the service or product. There should be a back-end teal to resolve it as per service level agreements (SLA).

How do Ticket Management Systems work?

A fundamental ticket management system that uses manual ticketing adheres to the following standard workflow:

Benefits of Ticket Management Process

  • Increase Productivity –

The ability to set priority queues, which let the helpdesk teams treat the more critical tickets (based on the level of severity and complexity) instead of handling them on a first-come, first-served basis, is one of the most powerful features that a ticket management system should provide the company.

This process of first-in-first-out (FIFO) will increase productivity for your team and critical issues impacting more number of customers will be resolved faster.

  • Cost Saving –

ITSM (IT Service Management) includes the processes and technology used to plan, deliver, and support IT services. A good ITSM process will lower overhead costs for help desk staffing.

  • Accessibility –

A robust ticket management process will look for patterns and document common issues and fixes; making it easy to access these documents for the resolution experts from the ticketing system. Since the ticketing team resolving the issues will have quick access to the resolution techniques, the tickets will be resolved faster, which will increase productivity for the team. 

In the same duration, the team equipped with a robust ticket management mechanism can resolve more tickets than the team which does not have access to such tools. It will save costs, too, as the company will have to employ a lesser number of professionals to do the same job.

  • Faster Response and Resolution –

There will be higher quality IT service delivery due to faster ticket resolution. The customers will give better customer satisfaction (CSAT) scores to the technical support representatives, improving the CASAT scores for your business unit. 

In the US, the security exchange commission (SEC) has made it mandatory to include the CSAT scores from quarterly tax filing. That data has to be made available to the public, as companies that provide delightful service to their respective customers receive repeat business, and the share prices of those companies remain higher and grow. Such companies can pay even higher dividends to the investors as their profitability is always high. 

What Makes a Good Ticketing System?

  • Dashboards and Reporting –

The ITSM solution must have a dashboard that provides real-time updates on the status and development of tickets, makes it simple to create custom reports, and gives you the knowledge you need to make the best business decisions fast with confidence.

The system must trigger update e-mails to the end-customer when any change happens to the ticket status. For example, a customer calls in/sends an e-mail, SMS, whatsapp, communicates with the chat agent, or raises a ticket on the portal, he/she should receive an automated response with the SLA for the resolution of his/her query or issue. When his/her ticket is assigned to a representative, it should send another trigger, when the representative works on the ticket, the brief notes should reach the customer. So till the ticket is closed and the customer acknowledges it and gives the CSAT scores, he/she should be notified at each stage about the status of the ticket. This instills confidence in the customer, and the customer gets to know that the helpdesk did not forget about his/her issue and is working on it.

  • Automation –

A good ticket management system should incorporate workflow automation. The auto-assignment rule watches incoming tickets and assigns them to a particular agent or group within the IT helpdesk team based on the first-matched rule. There might be others teams like payroll, HR, transport and logistics, etc. incorporated within the system if it is for internal employees. ServiceNow, Jira, HP service manager, and BMC Remedy are some of the most popular platforms for developing ticketing management systems.

  • Service Level Agreements –

SLAs basically define the timeframe a particular ticket will take to get resolved based on the complexity. A good example can be, priority one tickets take 12 hours, priority 2- 24 hours, priority 3- 48 hours, and priority 4- up to 5 business days. While designing a Ticket management system, these time frames are defined and agreed upon with the client while signing the MSA (Master Service Agreement). If the SLA is not met by the team, they have to pay penalties to the client.

The system should permit the development of distinct objectives and customer service benchmarks that the helpdesk representatives can work toward in order to provide a measure of responsibility.

  • Collaboration –

The ticket management application should offer a platform that enables various teams to collaborate more effectively in order to resolve problems based on knowledge, track record, and other factors.


Infraon has humongous experience in designing robust and simple helpdesk solutions, which will be appreciated by your technical helpdesk teams and the end customersend-customers. The tickets will be prioritized as per the number of users impacted and 

Tracking, managing, and resolving user requests and IT incidents is the Ticket management process in any organization. It is typically a component of a business’s help desk and technical support system where internal staff members, as well as external clients, in the case of Managed Service Providers (MSPs), can contact the support staff and submit requests for any IT difficulties they may be experiencing. A support desk software solution designed by us is easy-to-use and will help your company’s topline tremendously. 


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