Supportsoft Glossary
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Software for Managing and Tracking Support Requests
A ticketing system is software that helps in managing customer support requests from the point of submission through to their resolution. It is the basic tool for orderly support operations in IT and ITES services.
Ticketing systems document the problems, monitor their status, and assist in collaboration among the teams. Features like automation not only eliminate manual intervention but also ensure adherence to the set service levels.
Reporting functionalities give the management an overview of the performance and the direction the business is taking.
The ticketing system, if properly implemented, will bring in the advantages of transparency, accountability, and improved service quality.