Ticket System

A ticket system helps you to process inquiries from customers and employees efficiently. As a central component of service management software, however, a ticket system can do much more. Furthermore, when it comes to integration into existing systems – whether SAP or Microsoft Teams – REALTECH is the best choice for ticketing software.

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What is a Ticket System?

With the help of a central Ticket System, requests and incidents from all over the world can be organized and assigned to the right expert within a company for handling. This concerns requests and orders from customers as well as from employees. This form of software solution can therefore fully automate service processes and save resources and time. Often used synonyms for ticket system are:

  • Ticketing System
  • Support Ticket System
  • Ticket Manager
  • Help Desk System
  • Task Tracking System
  • IT Support Ticket

Originally, ticket systems were intended to help IT support (IT Ticket System). However, they have long since become established in many other areas of the company due to their efficiency. This is because every customer or employee request automatically creates a ticket, which is stored in electronic form in a service desk.

By using workflows, you facilitate the daily work in your company, because users can directly track the processing progress of their helpdesk requests and also have all the information collected. This enables the supporter to solve any reported problem. For the most efficient processing, each ticket should contain the following information:

  • a unique ticket number
  • the ticket creator and his contact details
  • the time and date of creation
  • priority level and urgency of request
  • the ticket category
  • problem description and solution
  • an overview of previous editors with time details
  • the current processing status
Ticket information in the ticket system

How does Ticketing Software work?

As soon as a support request is received, it is assigned a processing number or ticket number. This means that the request can be found quickly and its processing status can be queried easily at any time.

In parallel, the applicant receives a receipt in the form of an automatically generated confirmation of receipt. This way, this person knows that the request has been recorded and what the processing status is. The basis for forwarding the ticket to the appropriate person is dedicated role and authorization management .

This way, only certain people get access to the content of the ticket or the entire communication history. The rights and roles concept also enables the storage of subject areas and special knowledge with the supporters. This allows support to be automatically assigned to specific problems, making the processing procedure more efficient and faster (known as “dispatching”).

As soon as an employee processes the request, the corresponding ticket is blocked for processing by other supporters, so that the request is processed in a targeted manner by only one person and not by several at the same time. Once the request is processed and the customer’s problem is solved, the ticket is closed. Through this process, which is always the same, a ticket system saves resources and time.

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Problem Management

Ticketing System: Advantages

Now you know what a Ticketing System is and how it works. But what are the specific benefits of integrating new ticketing system software into important company and support processes?

  • Saving of time: The structured processes mapped by a Ticket System reduce bureaucratic effort and save time that would otherwise be spent on emails and agreements.
  • Real-time overview: With the help of Ticketing Software, you always have an overview of who is processing which request and what the respective processing status looks like.
  • Communication and information flow are transparent: Everyone knows who is processing a ticket and which processing status it is in.
  • Possibility to create reportings: Statistical data such as ticket volume, response times or statements on processing quality can be mapped to reports.
  • Resources for self-help: Repetitive questions can be stored in a knowledge database. This enables employees to find solutions and answers independently and in a short time.
  • Quality assurance and measurement tool: With the help of Ticketing Software, a certain standard of processing time can be defined by establishing Service Level Agreements (SLAs).
  • Knowledge Management: To support the supporters, a knowledge management system can be set up and external knowledge sources can be connected. The so-called knowledge base can be filled with data and content (documents, videos, tutorials) on how to use the Ticketing System (training) in addition to information for the supporters on how to solve problems.

Ticket Systems: Disadvantages

  • Costs: When you purchase Ticketing Software, you will be faced with costs. On the one hand the acquisition costs and on the other hand the running costs (host computer, server, infrastructure, administrator, etc.). With Cloud Ticketing, the part of the costs around the infrastructure is of course omitted, which makes it so popular.
  • Required training and onboarding of your employees: Especially at the beginning, it will take some time until all employees are familiar with the new system. This costs you time and resources.

When it comes to costs, there are basically two ways to pay for your ticket system.

  1. You can either choose to buy the system and pay for it on site after installation (CAPEX). Although this variant entails considerable initial costs, the running costs are low.
  2. Or you can purchase the ticket system as a SaaS subscription, which is associated with low monthly costs (OPEX).

Efficiency gains, cost savings, and transparency – in summary, these are the advantages of ticket systems that far outweigh the disadvantages. This is because ticket systems standardize the processing of inquiries and reduce bureaucratic effort. Regardless of the size of your company, you can use a ticket system to simplify your day-to-day business and improve processes.

How can you recognize a good Ticketing Software?

A ticket system should be a central tool for your employees’ daily tasks that is a pleasure to use, saves time and facilitates communication. And it should also support the supporters in case of customer inquiries as well as improve the service performance of your company. For this, the following statements must be true:

  • All current incidents and requests are automatically recorded and filed and can be identified at a glance.
  • One can simply and quickly access all the necessary information, such as user and infrastructure data.
  • Direct integration into further ITSM solutions as well as the connection to other systems (AD, CRM, ERP and many more) and/or existing communication channels is possible.
  • The ticket system is integrated into the familiar working environment.
  • Ticket forms are simple and easy to fill out.
  • The user interface is attractively designed and used with pleasure.

If you use the right Ticketing Software in the right way, all requests are clearly stored and easy to process. However, ticket systems, especially at REALTECH, generally do much more than simply handle requests.

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Essential functions of a ticketing system

If you look at ticketing systems, you will find a wide range of products on the market that can meet a variety of requirements. Here you will find a number of indispensable functions for us:

1. Multichannel Ticketing

A good ticketing system should also support channels such as email, phone, chat, social media and gather requests from all channels in one central place to be processed from there.

2. Automation

A Ticket System is designed to support and drive the automation of internal company processes. Rules are defined for complex workflows to ensure that inquiries are always forwarded to the person responsible. By means of this automation, deadlines are also met and workflows are designed efficiently.

3. Create Knowledge Databases

A suitable Help Desk Ticket System also enables you to build up an extensive knowledge base through which your employees can solve problems independently. This represents a valuable resource that in turn saves time and money. This represents a valuable resource that in turn saves time and money.

4. Reports and Analyses

An extensive Ticket System allows you to get a comprehensive picture of the status of your requests at any time. Stored metrics on the quality and quantity of requests as well as the quality of proposed solutions can help you make important business decisions in the future and make developments more predictable.

5. Integration

Regardless of what tools are established in your organization, a good Ticketing System can integrate with them, from simple help desk software to cloud based ITSM.

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Ticketing-Integration in Microsoft Teams

Which ticket system for which company?

There is a wide variety of ticketing systems on the market. Which ticketing system is the best depends on the requirements your company has for the software’s functions. Because not every company needs the same scope of services from a ticketing software. To do this, you should ask yourself the following questions:

  • What do you want to achieve by introducing a ticket system?
  • Where may systems need to be connected?
  • Which resources (e.g. databases) can you use?
  • What is your budget?
  • Do you want to integrate the Ticket System into an existing system, such as SAP or MS Teams?

At REALTECH, for example, you have the advantage of being able to purchase individual modules such as Incident Management, Problem Management, Knowledge Management, or Change Management separately or together – depending on which requirements (according to ITIL) are paramount and which modules offer your company the most added value. In addition, integration with SAP and MS Teams is also possible.

Support Ticket System: 4 tips for successful use

A support Ticket System is only maximally efficient if your employees use it correctly and the system is embedded in useful processes. The following 4 best-practice examples provide you with tips for the sensible use of a ticket system.

1. Train your Employees!

To use a system to its maximum efficiency, you have to know it very well. That’s why you should choose a solution that provides your employees with comprehensive training in the use of the ticket manager right from the start.

2. Use Knowledge Databases!

In addition, knowledge management should also be used to raise awareness and understanding of the system not only among support staff, but also among all other employees in the company. In addition, solutions for simple and frequently occurring problems should also be found here. This way you can access automated answers by referring to the deposited articles in the knowledge base.

3. Create a Keyword Index!

Provide your tickets with meaningful keywords. They can be found quickly using the search function. No matter if you want to add new and relevant information to a ticket, forward tickets, or include them in a reporting – good keywords help with the search and save time and nerves.

4. Use predefined Ticket Actions!

Nowadays, everything has to be done quickly, and answers to questions should ideally follow promptly. To ensure that you can withstand this pressure, it is a good idea to make use of predefined ticket actions, for example in the form of automated responses. Immediately after submitting a request, a prefabricated response is sent to your customers, promising fast processing.

Increase efficiency & save resources with a ticket system

As a company grows, the management of requests from customers or employees becomes more and more extensive and costs a lot of time and resources. Keeping an overview of who is responsible for something and who is currently working on which case is also becoming increasingly cumbersome and, in the worst case, leads to errors in the process chain. With a Ticket System, however, you bring structure to task management, save valuable time, and make everyday work in your company easier.

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