Ticket Management

Ticket management refers to the process help desks use to collect requests and track ticket lifecycle from creation to resolution. The ticket management process, whether automated or manual, starts with a service request. Ticket management involves centralizing help desk requests into one tool to help prevent confusion, duplication, and more easily spot trends indicative of widespread issues.

Providing help desk service is a key part of any organization. While the volume of tickets may depend on the type and size of the organization, help desks can receive requests from a variety of sources. Regardless of the volume of requests an organization receives, having a comprehensive and efficient ticket queue management system to centralize this work is crucial to ensuring tickets are addressed, resolved, and escalated as needed by providing better visibility for both help desk technicians and end users.