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Welcome to the ticketing-system wiki!

What is A Ticketing System?

An IT ticketing system, often part of a help desk or service desk software, works by providing a structured and organized way to manage and resolve internal or external technology-related issues and requests.

It essentially turns every incoming request (like a password reset, a slow computer, or a network issue) into a ticket, which is a digital record that is tracked from start to finish.

Here is a step-by-step breakdown of the typical workflow:

1. Ticket Creation

• User Submission: An employee or customer reports an issue or requests a service. This can happen through various channels like a self-service portal (filling out a form), email, chat, or even a phone call.
• System Logging: The system automatically converts the request into a new ticket, assigning it a unique ID for easy tracking. The ticket contains all the initial details: who reported it, what the problem is, and when it was submitted.

2. Categorization and Prioritization

• Categorization: The ticket is automatically or manually tagged with a category (e.g., "Hardware," "Software," "Network Access," "New Equipment Request"). This helps route it to the right specialist.
• Prioritization: The system, often using pre-defined rules based on the issue's urgency (how quickly it needs to be fixed) and impact (how many people or systems are affected), assigns a priority level (e.g., Low, Medium, High, Critical). This ensures that the most critical issues are addressed first.

3. Assignment and Tracking

• Assignment: The ticket is automatically routed and assigned to the most appropriate technician or support team based on its category, priority, and the agents' expertise or workload.
• Tracking: The ticket's status is updated (e.g., "New," "In Progress," "Pending User Info") and all communication, actions, notes, and solutions are logged directly within the ticket. Both the user and the technician can view the current status.
• Automation & Escalation: The system often uses automation for routine tasks:
  • Sending an automatic email confirmation to the user.
  • Escalating the ticket to a manager or a higher-level support team if it isn't resolved within a specified time frame (which is often tied to a Service Level Agreement or SLA).

4. Investigation and Resolution

• Diagnosis: The assigned technician investigates the issue, using the information logged in the ticket. They may communicate with the user for more details.
• Knowledge Base: Technicians often use an integrated knowledge base—a repository of past solutions and troubleshooting guides—to quickly find a resolution for common problems.
• Resolution: Once the issue is fixed, the technician documents the final resolution in the ticket and marks the status as "Resolved."

5. Closure and Feedback

• Closure: The user is typically notified that the issue is resolved and is often asked to confirm if they are satisfied. Once confirmed, the ticket is officially closed.
• Reporting: The system retains the ticket data, which is used to generate reports and analytics. This data helps IT management track metrics like:
  • How many tickets were received.
  • Average response and resolution times.
  • Most common issues.
  • Team performance and workload.

In essence, a ticketing system is the central hub for all IT support activities, ensuring that no request is lost, everything is tracked, and IT staff can prioritize their work effectively.