What Is the Ticketing Process?

By on March 23, 2021

As businesses grow and expand their technology usage, technical support requires the utmost attention. Handling an increasing number of IT service requests while improving customer satisfaction, minimizing resolution times, and optimizing operational costs can be overwhelming for organizations. Organizations need a mechanism to help manage service and IT support problems without letting anything fall through the cracks.

The process of ticketing enables organizations to simplify and streamline IT support by empowering them to track, prioritize, and resolve issues efficiently. An effective ticketing management process is crucial to ensure timely resolution, higher productivity, and improved user experience.

  • How Does a Ticketing System Streamline the Ticketing Process?
  • Systematically Detect and Capture Tickets
  • Organize and Assign Tickets for Resolution
  • Monitor Ticket Lifecycle and Track Performance
  • Best Practices to Optimize the Ticketing Process
  • Elevate Ticketing Management With the Best Ticketing Software

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    With an effective ticketing system, IT support becomes more organized, focused, and efficient. It helps to capture service requests and incidents as tickets. Each ticket stores requisite information and interactions related to a specific issue or request, right from the moment it’s captured in the system through the final resolution. It’s critical to understand how a ticketing system helps IT teams streamline the different stages of the ticketing process.


    A ticketing system replaces manual processes by automating initial issue identification and capturing tickets from multiple sources, including phone, email, chat, or social media. Smart ticketing systems reduce the IT team’s manual efforts and time spent on recurring tasks related to ticket creation while eliminating ticket-writing errors. Effective ticketing systems empower IT teams to consistently and accurately manage large volumes of tickets.


    After logging the tickets to the system, an intelligent ticketing system organizes them in a structured manner based on ticket type, category, source, and criticality or urgency to define each ticket’s priority. Classifying tickets is a critical function of modern ticketing processes as it helps in defining service level agreements (SLAs), determining appropriate ticket routing rules, and consolidating tickets for reporting purposes. Once tickets are categorized and prioritized, ticketing systems automatically assign each ticket to the most appropriate support agent based on the business rules.

    Monitor Ticket Lifecycle and Track Performance

    © 2021 SolarWinds Worldwide, LLC. All rights reserved.

    Ticketing systems help IT teams ensure tickets are resolved within the stipulated time frame to avoid unnecessary delays or escalations. Monitoring ticket status in real time and tracking SLAs and other essential performance metrics helps you proactively manage ticketing queues and support team workloads for better productivity. Smart ticketing systems flag outstanding tickets and provide more visibility into the ticketing process bottlenecks to help the support team take corrective actions for operational improvements.

    Best Practices to Optimize the Ticketing Process

    Ticketing management is an integral part of core IT operations. It’s significant to optimize the ticketing process for managing workflows, escalations, resources, and workloads for faster resolutions. IT teams must leverage ticketing best practices to optimize support operations, control costs, and deliver superior service to users while mitigating the impact of IT disruptions on the overall business.

    Seamless Configuration for Better Customization

    A modern ticketing system must be easy to configure, so you can customize the ticketing process to exactly match the business requirements:

    • It should allow configuring authentication settings to ensure complete control over data security and user access management. It should also simplify configuration of business zones and calendar settings to manage ticket reminders and status notifications proactively.
    • For a smooth ticketing resolution process, an IT ticketing system must let the support teams configure process workflows that fulfill their requirements and integrate the event engine to match their business rules and escalation matrix.
    • For better productivity and ticketing process efficiency, ticketing systems should allow you to configure the business-specific fields, labels, and information panels the IT support team needs for effectively resolving tickets.

    Smart Automation for Proactive Support

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    Ticket automation is a must-have feature for a ticketing system as it helps techs resolve issues faster. Dynamic ticketing systems leverage artificial intelligence and machine learning to speed up time-consuming daily ticketing operations such as ticket creation, ticket assignment, status updates, reminder notifications, ticket escalation, and more. The automated ticketing process helps the support team automatically manage tickets across the ticketing lifecycle based on business rules to optimize workload and efficiency. Integrated automation throughout ticketing workflows saves time and effort and aids in faster ticket resolution.

    Pre-Defined Guidelines for Escalation Management

    Creating a seamless ticketing process to deliver a smooth user experience requires setting clear service expectations and defining standard guidelines to meet those expectations. Establishing a transparent process specifically for managing ticket escalations is critical. The ticket escalation process should be designed around guidelines based on various business scenarios, end-user demands, and the support team’s capability. These guidelines direct the IT team to handle escalated tickets during pressing situations and serve as an integral part of a ticketing system’s integrated knowledge base.

    Elevate Ticketing Management With the Best Ticketing Software

    A ticketing software helps organizations deliver seamless IT support by offering features to boost ticketing process effectiveness, streamline workflows, and track progress while assisting IT teams and end users efficiently and on time.

    Every ticketing software offers unique features to assist IT support teams in multiple ways. However, while choosing a ticketing system for your organization, it’s essential to consider functionalities to meet your IT service team’s specific demands. SolarWinds provides some of the leading ticketing software solutions to help organizations level up their IT ticketing management by simplifying and streamlining their ticketing process. SolarWinds® Web Help Desk® and SolarWinds Service Desk are modern ticketing systems designed to ensure 360-degree ticket management to accelerate the IT service desk’s productivity and enhance overall efficiency. Both solutions are built to manage the ticketing process centrally and automate and customize operations to mitigate IT support issues quickly. These ticketing systems also provide visibility into the ticket resolution process by allowing IT teams to track ticket status in real time and get detailed performance analysis for support agents. You can try SolarWinds Web Help Desk free for 14 days and SolarWinds Service Desk free for 30 days to explore how these ticketing systems can help your organization optimize the ticketing process.

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