Ticket System for Technical Support – The Future of Organizations

Modern helpdesk solutions help optimize technical support by offering time-saving tools, such as user self-service, business process automation, knowledge base, etc. The above features allow one to organize his workload properly as well as set up processes inside the entire enterprise in the most effective and easy-to-follow way.  Thus, to achieve the highest profitability, you need to pick a software solution that meets all your needs. In this post, we have prepared for you a selection of top ticket systems.

Free Ticketing Solutions for Technical Support

Some helpdesk systems can be downloaded for free on the Internet. However, before making a choice, you need to explore all possible options and study all their features:

  • HESK is a freeware program for customer support. The program boasts of a wide set of functions: request submission, spam protection, email notifications, access restriction, knowledge base, response templates, ranking calculation, report creation, etc.
  • OsTicket is a popular and widely used support system. The solution is available in 2 versions: downloadable and hosted. The first is free of charge and can be placed on the company’s service, whereas the second one is called SupportSystem and is a paid service with secure cloud hosting.
  • Spiceworks is also free software for IT companies. This customer support service has a variety of tools, including a network manager, questions/ answers section, and many others. This technical support software has functions for accepting applications through the web interface and email, automating requests, the knowledge base, etc.

Paid User Support Programs

  • Vision Helpdesk is a multi-channel software solution that is perfectly suited for technical support. The program is distinguished by its advanced functionality, which includes a satellite user support system, query accounting, and much more. Further, the software product can combine individual support services into one common package. The presence of additional modules and external applications allows you to extend the functionality of the program.
  • Zendesk is today one of the best special software in this area. The solution is specially designed to fully meet the needs of not only consumers but also company managers. The user-friendly interface of the solution gives users the ability to send requests through different channels (via a website, email, social network, telephone, etc.). Support specialists can view customer profiles and conversation history; managers receive analytical data and reports.
  • Freshdesk is a well-proven app for premium user support programs. The product is not inferior to Zendesk if you take into account its functionality and ease of use. The program enables users to easily submit applications, and Service Desk staff can quickly deal with them.
  • HelpSpot is a comprehensive and highly intuitive web-based system with many important features. These include a centralized HelpDesk portal, request management, different filters, a responsive interface for mobile devices, time tracking, benchmarking, multi-brand support, executive reporting, and many other useful options.

This list can be extended. So if you need a reliable helpdesk solution, you can easily use any program from the list.

Mobile Ticketing Systems Software

Customer support services have dramatically expanded their functional set through the introduction of new technologies and online interactive tools. As a result, everyone encountering any problems can submit an application on the website and get professional assistance in the shortest time possible.

However, the ticketing system of customer support services is not a one-step operation. It includes a lot of steps that are impossible to skip, such as:

  • registering an application;
  • sending emails to confirm its receipt;
  • assigning a specific employee to review a request;
  • analyzing and solving the problem;
  • updating current documentation;
  • sending email notifications.

Companies with large customer databases should use mobile ticketing systems to speed up and streamline the processes, increase the effectiveness of application resolution, boosting company profitability. In this post, we have collected a list of leading mobile ticketing systems that will help you improve the work of your customer support service.

#1 – osTicket

osTicket is the most popular open source ticketing system, available in two versions: downloadable and stationary server-based. The download version is free of charge; you need to place it on your server – and a solution is ready to be used. The stationary server-based version is a paid service; it is rather reliable and secure when it comes to cloud-based management tools.

#2 – HESK

HESK is free software for organizing support department and workflow outlining. Its functions include receiving requests, preparing attachments, using a spam filter, email notification service, an access restriction option, ready-made answers, options for report generation and rating calculation, etc.

#3 – Spiceworks

Spiceworks is a free software package for IT professionals and businesses. It contains many functions that simplify the work of IT specialists, for example, a network management service, software for organizing a support department, and automation of FAQ generation, etc.

#4 – OTRS

OTRS is free open source software for organizing a work of any department or team. Among its functions, you will find ticket sorting, request prioritization, time accounting, reporting, access control set up, etc. What is more, based on your business needs, you can expand the functionality.

#5 – Request Tracker

Request Tracker is a free, open source tracking system. It boasts of rich functionality, including a dashboard, interconnection schemes, an interface optimized for mobile devices, time management and reporting options, PGP support for email encryption, corporate and personal external design settings, etc. On top of that, the solution is easy to set up and configure with other programs.

#6 – Zendesk

Zendesk is one of the market leaders among ticketing software packages professionally build for any type of users. Its easy-to-use interface allows customers to submit applications in various ways (via the website or Facebook, by email or phone, etc.). Support representatives can view user profiles to find the best way of issue resolution; managers can get informative statistics and reports. The service is available for use on various mobile devices, including Android, iPhone, Windows Phone, BlackBerry, etc.

#7 – Freshdesk

Freshdesk is one of the best premium software solutions for providing support services. In terms of its functionality and ease of operation, Freshdesk is not inferior to Zendesk. They both are easy to use and manage. Freshdesk allows your customers to apply for technical assistance without any extra effort and provides your support service with the tools you need to easily accomplish these tasks.

IT Ticketing System – Subtleties of Integration

How does a ticketing program work? What is special about setting up the app and integrating it with other programs? As a rule, a ticket system should only process messages that are sent to the service by customers, keep records of them, and monitor implementation of any changes. Although the number of features looks really impressive, the above functions are claimed by small businesses only. Large and medium-sized companies are placing greater demands on modern HelpDesk solutions, so developers are refining and modernizing the service.

Such programs are also in demand by companies operating in the field of IT services engaged in vendor and dealer technical support. On top of that, ticket software solutions are relevant for organizations that manage commercial activities and serve a variety of systems, equipment, and communications.

What Is Important in the Introduction of Such a System?

The introduction of ticket tracking systems will provide companies with a rise in the quality of customer service. This means that it will be easier for enterprises to combat their outflow, which is very important due to the growing competition in any area of ​​business.

“Must Have” Features of the System

When making a choice of the Help Desk program, you pay special attention to the following functions and features:

  • Omnicanality – A ticket system must receive and process customer requests from all popular channels of interaction. It is critical for modern companies to take into account client requests received not only by telephone but also by email, through social networks, self-service portal, and well-known instant messengers. In this case, the system is to immediately generate a ticket for the incoming request, indicating the purpose of the request.
  • Availability of self-service – Thanks to this feature, the client can independently create a ticket, monitor its execution and contact a specialist of the company which is actually responsible for its execution, if necessary.
  • Processing automation – All info submitted to the system should be collected, recorded and processed automatically in a single window of the operator. This ensures a quick and easy solution for customer inquiries. The app can also implement the function of group mailing to customers.
  • Control and evaluation of employees – The company management can keep records of the personal performance of each employee and evaluate the performance of the enterprise as a whole unit using the available analytical tools in the system.

Benefits of Using a Ticketing Solution

Before picking a system, make sure to read its technical documentation attentively, check its compatibility as well as integration specs. The solution should be easy to set up and integrate with the programs that are already in use, for example, Outlook or any other email agent.

Modules & Features in Modern HelpDesk Software

There is a big number of user support systems on the market – each claim to be one of the kind, uniques, and universal. Nevertheless, most of them are based on similar ideas – task/ request automation will increase your leads thus boosting your profitability. So if you want to increase your profit without wasting a lot on hiring new people and increasing your workforce, then it is time to consider using helpdesk software or ticketing systems. How to choose the right user support system? What to look for? Let’s talk about the most critical modules and features a quality helpdesk program should have.

What Is Important in HelpDesk Software?

HelpDesk and ServiceDesk systems are designed to significantly increase the quality of support and customer service provided. The reality is that most companies have their own unique processes and workflows. Fortunately, existing solutions are quite flexible and versatile, and there is the possibility of adapting them to any workflow.

HelpDesk Architecture

Of course, each specific system may include additional functionality based on the needs of the company. However, the general principle in all the systems is the same. It includes the following components:

  • Case reporting module;
  • Application database;
  • Application status and alert tracking system;
  • Knowledge base to resolve typical incidents;
  • Varied channels of communication, such as live chat software;
  • Customizable templates for standard reporting and monitoring.

Having all these in place, you can organize the work of the team in the most effective way. As a result, your customers will receive timely assistance and will be happy about the service.

Main Advantages of Professional HelpDesk Solutions

Based on the above, helpdesk software will allow you to arrange workflows and request handling in the most effective way. However, when making use of a professional software solution, you have even more perks:

  • Easy interface for both a user and admin;
  • Sending automatic responses to user requests allows you to unload support staff and provide instant answers to typical requests;
  • Automatic notification of the user about receiving the request and assigning it an ID number;
  • Conducting correspondence by e-mail and through the interface of the site;
  • Automatic merging of requests in an easy-to-follow way with the ability to view the entire correspondence;
  • Automatic calculation of the approximate response time for each ticket;
  • Forward requests to departments of the company with the appointment of responsible persons for each department;
  • Prepare email templates for automatic responses and notifications;
  • Unlimited number of external users and support staff;
  • Saving the full history of hits for each user;
  • Availability of information about the status of the request in the user’s personal account;
  • Solving the problems of managing customer requests, regardless of the scope of the company.

Of course, you can set up and adjust some extra features of helpdesk software to make sure it meets the specific needs of your company/project or team. For example, you can configure live chat software to ensure fast and efficient interaction with your customers.

Additional Modules & Options for Setting up Ticket Systems

Processing and solving requests both internal and external is generally a fairly standard process regardless of the project and company specifics. In the process of task execution, it is necessary to distinguish the following steps:

  • Registration and classification of the issue;
  • Planning the work to be done and resources required for that;
  • Work execution;
  • Closing the ticket with possible confirmation and scoring of the work.

All these basic stages are by default set up in a big part of modern ticket systems. However, in addition to the “sample” process, there is the possibility of self-tuning unique requests for the service company routes/ workflows.

Time Tracking of Key Stages in Ticket Accounting Systems

It is important for any manager to control each stage of the process. That is why the ability to customize unique life cycles for each type of request complements is important for keeping track of the time it requires. This allows you to see, for example, the average “response time” for a specific type of request or its “approval time” in a particular application. All the data will be available to you in the ticket system. You can access it at any point in time.

Nowadays, ticket accounting systems record the time spent at each stage for each request execution; as a result, all the date will be reflected on a corresponding dashboard, with the level of operational reporting being specified there.

Automating the Accounting of Internal Requests

Many customers of ticket systems want to automate not only customer support processes but also the maintenance of internal requests with its help. In other words, they strive to work in the “single window” with absolute clearness of who does what. It is not a miracle any more; modern ticket systems support the workflow-based modules and allow for developing unique processes.

Business-Oriented Reports and Customization

The number of opportunities for customization of helpdesk software solutions increases with each new software version being launched. That is why it is possible to group all the reports on business types/ principles and make the work with the settings easier and more convenient!

Ticket System – Reports and Dashboards

With the modern ticket systems, automating the processes of service support has become even easier, more convenient and clearer. It makes the whole workflow simpler and easier for everyone. Try it to understand how to build a successful organization with well-thought-out processes and workflows!