A help desk ticket is a computerized system where companies use technology to help track work requests. Technology allows a business to use an e-mail or server-based system to maintain any help desk ticket sent in by employees. Most of these systems are internal software that makes a business more efficient. Under a computerized system, companies have formal records of requests for repair or updates. A ticket can be for just about any item or issue in a business.
The term ticket is only figurative as no individual company typically gives or receives a physical ticket from the help desk. In reality, it represents an entire system whereby an employee uses e-mail or other internal message system to make a specific request. A software program is often necessary to help manage and run the help desk ticket system. In most cases, a company can design its own system or use a third-party program. The design and type should be customizable to the business.
Specific information is often part of filling out a help desk ticket. Most tickets require the name, location, or department and reason for request from the individual needing help. If the ticket requests help on computer hardware or software, specific information may be necessary on the system type. In many cases, the more information sent in originally will help focus the corrective activities from the help desk department. Other information or follow-up tickets may be necessary for large jobs or tasks.
E-mail is a primary use in a help desk ticket system. Companies can set up a basic e-mail address that directs requests to a specific individual. This person is responsible for receiving and cataloging all tickets from each person or department. The individual can then assign the tickets to someone who can rectify the situation as requested. A filing process or other means to store the tickets may be necessary depending on the system.
Large companies may use a help desk ticket system in order to reduce downtime or the loss of worker productivity. Companies with multiple locations, however, may find it difficult to successfully use a ticket system if on-site activities are necessary to correct problems. In this case, only software tickets that require off-site corrections can go through the help desk ticket system. Companies can typically review and implement a system that best suits their needs. Fortunately, many systems exist for such purposes.