IT tickets are an organization’s records of detected and reported issues. They act as both a record of the work needing to be done and what’s already been performed by technicians. An IT ticket should contain information documenting the work completed to resolve or close out a specific issue. An IT ticket is created when an end user submits a help desk request, which is typically related to a problem with a specific component of your network and systems as well as other hardware and software requests.

How does a ticket system work?

A ticket system works by organizing and automating many of the processes involved in working on IT tickets, so you can quickly and effectively track and resolve tickets. An IT ticket tracking system also lets technicians stay better organized, focused, and efficient by saving time by removing much of the manual tasks. First, a ticket is created in the IT ticket tracking system. This ticket can either be created directly by the user via an issue tracking system or submitted through email. Using a ticket tracking system, these email requests can automatically create tickets to provide a centralized ticket tracking solution. Capturing and recording requests is a critical element of any effort to accurately track tickets. With a ticket tracking system, you can help reduce the amount of human error caused by manually filling out or attempting to copy details from one platform to another, which can lead to missing or incorrect information in IT tickets, slowing down ticket lifecycles. You can also improve organization by having the system automatically separate and group incoming tickets into categories, which can be based on which team it impacts, the priority of the issue, the source of the ticket, and other factors to help streamline workflow. The ticket can then be automatically forwarded to an IT technician who can begin working to resolve the issue based on its priority. Prioritizing tickets correctly is important when making sure you’re using your resources efficiently. It also helps you make sure technicians are focusing on high priority tickets first. Once tickets have been assigned, the ticket tracking process begins. The process involves monitoring a ticket during every stage of its lifespan, from creation to resolution. Tracking tickets with a centralized dashboard can help IT technicians keep track of the stages different tickets are in, what tickets are in queue, and more easily identify trends for issues related to a single problem.

Why is a ticket tracking system important?

Ticket tracking systems are critically important for making ticket management workflow efficient and improving performance. By streamlining, organizing, and automating the management of IT tickets, a ticket tracking system can positively affect the functioning of your organization. A ticket tracking system is important because it helps make the ticket resolution process simple for both the end users and help desk teams. For example, by reducing the need for manual processes to organize tickets, ticket tracking systems can simultaneously help reduce human error and save time for technicians, which can save effort and improve the overall managements of employee resources. An effective IT ticket tracking system can also result in improving ticket resolution time, which can help organizations save money by minimizing end user downtime.

What does ticket tracking software do?

Ticket tracking software is designed to automate the ticket tracking process, help users more easily prioritize IT tickets, and comprehensively monitor tickets throughout the ticket resolution process. Ticket tracking software can provide additional benefits, such as alerting, reporting, and automatically responding to end users, all of which help speed up ticket resolution and can lead to more satisfied end users. A good ticket system can help streamline ticket resolution by alerting only the technicians who need to be informed of an issue, so other techs aren’t notified of irrelevant tickets. The system should also provide a way for technicians to add notes to tickets to help keep end users updated on the status of their tickets. The visibility provided by ticket tracking systems can also help with maintaining accountability, since unresolved tickets can lead to breaches of service level agreements. Using ticket tracking software, you can easily see how long a ticket has been sitting and the assigned tech responsible for updating or resolving the issue. Ticket tracking software can also help inform you about potential SLA breaches by alerting when you’re in danger of a breach as well as allowing you to set your own data-specific reminders to better meet SLAs.

How does ticket tracking work in Web Help Desk?

SolarWinds Web Help Desk is built to automate your ticket tracking system, so you can help ensure you’re providing end users with the best service possible with its organized, simplified ticket management features. WHD is designed to capture and organize your service requests to help increase efficiency with several automation capabilities, including the ability to automatically categorize tickets based on factors such as priority, type of issue, and the source. This automated process helps reduce human error and can allow you to more efficiently and effectively use help desk resources. By tracking tickets from creation all the way through their resolution, WHD is also built to provide deeper visibility into the ticketing process than manual ticket tracking. WHD is designed to go beyond simple ticket tracking by helping actively reduce the number of inbound tickets you receive with its configurable, built-in knowledge base software supportive of your ability to easily create and maintain knowledge base FAQs. This knowledge base can include shared learnings for IT technicians to use internally as well as external knowledge base resources to promote self-resolution of problems by end users.

IT Ticketing System for Help Desk Teams

Create, route, prioritize, and manage support tickets with automated help desk workflows.

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Ticket creation and routing

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Manage support tickets with one IT ticketing system

Capture service requests and keep ticket details, status, and updates in one place

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A centralized IT ticketing system helps IT operation teams capture support requests and maintain a clear record from creation through resolution. SolarWinds Web Help Desk can create tickets from email, within the application, or through imported request data for effective incident management. Categorize tickets by request type, priority, source, and other criteria; assign the right technician or support group; and use ticket status and notes to keep requesters and technicians informed.

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Automate ticketing and routing SLA escalations

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As ticket volume grows, manual assignment and follow-up can slow response times. Web Help Desk helps teams automate ticket routing, assignment, alerts, and escalation using configurable request types, technician groups, priorities, and business rules. Set ticket due times and reminder intervals by priority, then notify technicians, supervisors, or group managers when action is needed. These workflow automation tools help teams direct tickets more consistently and monitor SLA management across the help desk.

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Support self-service with a help desk knowledge base

A knowledge base gives employees and technicians a shared source for FAQs, troubleshooting steps, and documented solutions. In Web Help Desk, IT teams can create searchable knowledge-base articles and surface relevant guidance during web-portal request submission. Technicians can also link FAQs from ticket notes when responding to a user. These self-service options can help users address common questions, such as password resets or access requests, while giving support teams a consistent way to share proven resolution guidance.

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Track ticket volume and help desk performance

Ticket management improves when teams can see where support requests are in the queue and what needs attention next. Web Help Desk provides ticket status, priority, assignment, and lifecycle data to help technicians monitor open work and tickets approaching their due date. Use reporting to review ticket volume, response and resolution times, request categories, SLA performance, and recurring issues. Pair operational metrics with customer satisfaction feedback to identify bottlenecks and improve help desk service delivery.

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IT Ticketing System FAQs

Answers about ticket management, routing, SLA tracking, automation, and help desk self-service.

What is an IT ticketing system?
How does ticket management software improve Help Desk workflows?
How does automated ticket routing work?
How does a ticketing system help manage SLAs?
How can a knowledge base support ticket resolution?
What metrics should Help Desk teams track?
What is the difference between Web Help Desk and a Service Desk?

An IT ticketing system is help desk software used to capture, organize, assign, and track support tickets from request through resolution. Each ticket can contain the requester, request type, issue details, priority, assigned technician, status, notes, updates, due date, and related asset information. A centralized ticket management system helps IT teams manage incidents, service requests, password resets, equipment requests, and other technical-support work while maintaining a record of the actions taken to resolve each issue.

An IT ticketing system is help desk software used to capture, organize, assign, and track support tickets from request through resolution. Each ticket can contain the requester, request type, issue details, priority, assigned technician, status, notes, updates, due date, and related asset information. A centralized ticket management system helps IT teams manage incidents, service requests, password resets, equipment requests, and other technical-support work while maintaining a record of the actions taken to resolve each issue.