1.3.3 Ticketing Systems
Help desk ticketing systems help organizations manage user problems or requests. Ticketing software is specifically designed to ensure that corporate users or clients receive support in a timely and systematic manner. They also ensure that all tickets get noticed and addressed.
A shared mailbox is an alternative method that can be used by an organization to support user requests. Help desk technicians would all share the same mailbox and respond to emails to solve problems.
Ticketing systems vary depending on the need of the organization. For example, there are ticketing systems designed for the needs of internal corporate users and other systems to support service providers or external customers.
Note: A quick internet search for “help desk software” reveals many different software vendors including Zendesk, HaloITSM, Connectwise and more.
The figure shows a sample ticket designed to help you understand what information a help desk ticket could capture.
The table describes the fields that could be used when a trouble ticket is created.
| Filed Name | Field Contains … |
|---|---|
| Ticket Number |
|
| Date created | A drop-down list that displays the date the ticket was created |
| Description | A free-form field that describes the request |
| Reported by | Free-form fields that identify who requested the support |
| Category |
|
| Priority / Severity |
|
| Status |
|
| Create by, Assigned to | Free-form fields that identify the technician who created the ticket, and who the ticket was assigned to if escalation was required. |
| Details Date and Specifics |
|
Note: Other fields may also be available, such as platform type and model, operating system version, network connection used, and others.
In the sample ticket, some fields were system generated (in orange), drop-down (in blue), or free-form (in yellow). Drop-down fields make it easier to enter and maintain consistency. The free-form fields are used by the help desk technician to add descriptive information.
Free-form fields will be read by other technicians and managers. Therefore, it is important to use clear and concise written communication. Use plain language and short sentences. Always pay attention to your spelling, grammar, and style.