Ten Features Help Desk Ticketing System Must Have

by Kristen White Blogger

Currently, most of the companies have introduced an online ticketing system for their customers so that they can raise their concerns easily. It is a good idea to incorporate an online system where the customers can register their grievances as well as other concerns in the system and check the status regularly.

There are so many ways to introduce this type of ticketing system, and that is why you need to make sure that you go through all the factors before looking for IT help desk ticketing software for your company. Here we have given ten features that will help you understand the factors you have to check out to get AI help desk software are.

1. Automation

Currently, automation is everywhere in the market, and that is why you should go for the ticketing system, which has an automatic procedure to raise a ticket for the customer. It will be much more convenient for the employees as well as the customers to handle the system.

2. Service Level Agreement

Sometimes some customers raise concerns that are meant to be a high priority. In that case, the service level agreements provide the status info regularly so that the employees can also understand which are the high priority tickets that should be addressed immediately.

3. Ticket Tags

Whenever a customer raises a ticket, there is bound to be a ticket tag which will help the employees to understand which ticket is for which concern. It will simplify their job to a great extent.

4. Customizable Template

All the tickets don't have the same template. In the case of an online ticketing system, different templates are used for different categories of concerns, and that is quite helpful for the employees to understand the action to be taken.

5. Individual Queues

In the online ticketing system, the automatic program helps to create individual queues for the customers to generate tickets. It is very much helpful for the company to segregate the type of concerns they are getting and work on them.

6. Status Option

There should be the option to check the status of the ticket so that the customers can check regular updates. It will help them to know whether their concern is getting addressed or not.

7. Private And Public Actions

All types of actions related to a ticket are not meant to be shown to the customers. So there should be an option in the ticketing system to switch on the private and public actions according to the severity of it.

8. Inventory Management

The inventory management system is quite connected to the ticketing system because companies like e-commerce websites receive a lot of concerns regarding the stocks of the products. So there should be a clear indication in the ticket according to the inventory level.

9. Personalized Pages

The customers should receive personalized pages of tickets where the basic details of the customers will be written clearly. It will help the customer to track the progress from time to time.

10. Related Tickets

Sometimes, repetitive complaints come up in the ticketing system. The system should be programmed in such a way that the related tickets will be grouped for the convenience of the employees.


These are some important features of the help desk ticketing system which should be checked beforehand to avoid different types of inconveniences for the companies. Because all the companies always focus on customer satisfaction, that is why an efficient ticketing system is quite important.

Sponsor Ads

About Kristen White Committed   Blogger

285 connections, 0 recommendations, 1,021 honor points.
Joined APSense since, August 19th, 2016, From Chicago, United States.

Created on Dec 22nd 2020 03:11. Viewed 507 times.


No comment, be the first to comment.
Please sign in before you comment.