Email Ticketing System

An email ticketing system provides a structured way for employees to send IT tickets or requests over email. This system offers an important way to streamline your IT help desk and to provide high-quality service to your employees.

On the employee side, an email ticketing system can be quick and easy. Whether employees need to report an incident or submit a different type of IT service request, many find it easier to send an email to request help, even if they have access to a dedicated ticketing interface.

On the technician side, the purpose of an email ticketing system is to help you convert emails to tickets automatically and then message the appropriate IT team, so you don’t have to waste precious time and energy filling out a ticket for every email you receive.

Email-to-ticket software can also help you manage and resolve tickets more effectively. Comprehensive ticketing software allows you to quickly escalate each ticket to the relevant team member, to categorize tickets based on the type of request, and to group incidents under a parent problem in order to respond to multiple related issues.

Responding to tickets efficiently and effectively is the key to successful IT support. With a sophisticated email ticketing system, IT service providers can allow employees to communicate via their method of choice, while responding to tickets using a standardized method.

A high-speed, high-quality employee service experience is the key to a successful IT help desk. When your team responds to incidents quickly — without compromising the quality of your service — you can prove your value to employees and the business.

Email ticketing tools can help with these goals. Such a system can reduce downtime by streamlining and automating the email-to-ticket process. From the initial submission of the ticket, to its escalation and resolution, email ticketing software provides an efficient system for receiving and quickly addressing your employees’ IT service emails. You can also use email to automatically respond to employee requests and provide updates throughout the process, helping to ensure your employees understand the value you’re offering them.

Your email ticketing system with SolarWinds Web Help Desk isn’t just an email-to-ticket conversion software — it’s a comprehensive tool to help you address email tickets effectively each step of the way.

The first step of the ticketing system is ticket submission. With Web Help Desk, your employees can choose to submit their tickets through either email or the SolarWinds Web Help Desk console. The console provides an easy-to-navigate interface, with customizable branding.

Once an employee’s ticket is submitted, the assigned team can quickly categorize the ticket as an IT service request, an issue, or a problem. With one click, you can assign multiple issues to a parent problem, or escalate a ticket to a different member of your team. Once you’ve addressed a problem, you can close the problem’s subsidiary incidents. To address future issues, Web Help Desk allows you to track the history of tickets related to each of your IT assets.

For a customized email ticketing solution, Web Help Desk offers service reporting in a variety of formats, so you can analyze your IT services and understand how to optimize your organization.