Trouble Ticket Software

Trouble Ticket Software

Why use trouble ticketing software?

Trouble tickets can be broadly defined as any issues customers or end-users may experience. These tickets range in type from simpler customer questions to problem tickets requiring further escalation. A trouble ticket software is used to track and manage issues reported by customers. The ability to organize, assign, and collaborate by using a trouble ticket software can greatly increase customer satisfaction and issue resolution time.

Benefits of a trouble ticket system

A trouble ticket system allows a company to track trouble tickets as they are identified, triaged, worked on, and resolved. Moreover, a ticketing system gives a full picture of what it takes to complete work and provides a way to look back on how similar issues were resolved in the past. Diverse companies and departments can use software to manage trouble tickets including IT, marketing, engineering, customer support and more. By using a system to manage the workflow of inquiries and issues you develop repeatable, improvable, processes that lead to consistent service delivery and ticket resolution.

Features of OneDesk for trouble ticket management

OneDesk is a helpdesk and project management software in one robust app. Check out our features index for a full list of OneDesk’s capabilities. 

ticket details

Online cloud-based trouble ticket software

By using online trouble ticketing software like OneDesk, tracking tickets requires no installation and is not limited to a particular device. OneDesk can be used anywhere agents have an internet connection. Our web application can be used through a web browser on desktops, laptops, and mobile devices. Beyond this, we also offer a mobile application that can be downloaded and installed onto any iOS or Android device. This option gives users the ability to update tickets in one app, log time against tasks assigned to them, and engage in conversations with colleagues and customers about particular tickets.

Trouble ticket tracking system

Being able to see and track the trajectory of a trouble ticket is crucial to resolving it in a timely fashion. In order to track a ticket, statuses need to first be defined to represent the various stages in a trouble ticket’s life cycle. Through OneDesk’s ticketing software, custom statuses can be created and workflows can even be set up for different ticket types.
Once a workflow is designed, it’s easy for your company to change ticket status or apply automations. Based on your set of criteria, you can trigger a workflow automation to perform an action, including notifying the customer about a change in status. By utilizing the powerful combination of followers and conversations, automations can notify any followers that the status has been updated

Ticket tracking dashboard

Using OneDesk’s trouble ticket software, tickets can easily be grouped in folders or projects. Work views can be used to give insight into the overall situation.  For instance you can view ticket in a list or board view. You can also apply filters and groupings to view tickets in virtually any way you need. Tickets also come with the ability to log time against them with built-in timers and timesheets.

Applications for your customers

The ticket portal application is synced with the main app, and allows customers to log in to stay updated on trouble tickets. With the ticket portal, customers can not only log new tickets, but also view the status or communicate on previous tickets. 

With ticket-forms, your team can collect all of the necessary information in order to work on a ticket. Forms make sure a customer provides necessary information on a ticket. 

OneDesk also provides a knowledgebase for self-service and FAQs. The knowledgebase can cut down on common questions and keep everyone informed on processes. 

Trouble ticket workflow automation

For the management of tickets, taking action is key. By using OneDesk’s trouble ticketing software, management can be streamlined. Workflow automations allow you to cut down on repetitive, manual work. Automations can be set up to automatically take action whenever certain criteria are met. By defining these criteria, a trigger is set up to kick off a further action. Multiple workflow automations can be defined, which can lead to some complex automated management with only a simple setup.

The customizable solution

At OneDesk, we believe the tool you use should fit you. Although we provide a basic template for trouble tickets, we also support the creation of custom ticket fields. These custom fields range in the kind of data they hold, whether it’s text, numbers, date, cost, or choice fields, giving you control of the information that is outlined on each ticket. By storing these details on the ticket itself, the details are centralized and can be queried on or used as the basis for workflow automation.

Frequently asked questions about trouble ticket software

A trouble ticket software refers to any application that can help organize, manage, and resolve incoming customer issues. A trouble ticket software won't solve issues for your agents, but provides many tools to make resolution easier and faster. For instance, most software solutions centralize issues created from different sources all into one application. With OneDesk, for example, customers can send emails, submit forms, live chat or use external apps to log a ticket. Regardless of how a customer reaches out, an agent can resolve issues from inside OneDesk. This allows your agents to more easily track and manage issues without even switching between applications.

A trouble ticket is an issue submitted by a customer or end-user. Some examples of trouble ticket types are incident tickets and problem tickets. 

Finding the best trouble ticket software for your business is not always an easy task. Consider things like the features you need, your workflow, and budget. OneDesk is a great trouble ticket software because it provides a full suite of help desk features. It is also a highly customizable solution, allowing it to fit many unique workflows. In addition, OneDesk includes all these features for one simple price.

Try OneDesk to manage trouble tickets

See for yourself how OneDesk can help you manage your tickets. Sign up for a full-featured 14-day trial. No credit card required. Or, book a demo with our team to see OneDesk in action. 

Learn more about trouble ticket software on the OneDesk blog:

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