Help Desk Ticket

A Help Desk ticket is a mechanism used in an organization to track the detection, reporting, and resolution of some type of problem or question. A ticket is a means by which an incident or request is conveyed to the help desk. What happens is a "ticket" is submitted to the help desk, and there it waits for a solution by the user. A ticket can be submitted by someone inside the company, by a customer, or by the program itself.

All help desk software offers ticket retrieval, tracking, and resolving. This is a key component to the help desk as it helps you see ticket turnaround time and outstanding tickets. Once a help desk ticket is submitted it goes into the company's database and waits to be resolved. Once all the work is done on the ticket and the problem is resolved it now becomes a closed ticket.

Some software will allow a company to automatically assign tickets as they come in to specific employees. This automation greatly cuts down on turnaround time and increases productivity. When the ticket comes in, it is analyzed for certain qualities, then forwarded to the employee best-suited to handle the situation.

IT help desk tickets involve some kind of technical solution. These are forwarded directly to the IT department of the company, then broken down further to see which employee is best-suited to solve the ticket. Help desk IT tickets could include computer hardware breakdown or software malfunction.

Many help desk software products also have built-in automated ticket generation. This ticket-making tool can detect a problem and send out a ticket without getting an actual person involved. Automated tickets may inform you of such things as new problems with the software or printer ink cartridge failure.

Ticket reporting is an essential part of the help desk ticketing. Running daily reports on the tickets can help a company see what kind of issues are coming in and whether or not some are reoccurring. The reports can also help a company monitor employee productivity.

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