10 min read

Enterprise Help Desk Ticketing Systems for IT Support: Explained

January 26, 2023

The helpdesk market size is projected to reach $11 billion by 2023. 

Why is it that more and more organizations are turning to enterprise helpdesk ticketing systems to fulfill user needs? 

Read on to learn about enterprise ticketing systems, their features, and the main benefits that are making organizations rely on them for ticketing processes. 

What is an Enterprise Ticketing System? 

An enterprise ticketing system is a software application that manages all of the customer service-related tasks for an organization. This includes the processes involved in creating, managing, and closing tickets created by customers, as well as internal requests from employees and managers.  

These systems are also sometimes referred to as helpdesk ticketing systems or enterprise helpdesk ticketing systems, and they provide a systematic way to resolve all ticket requests, including: 

  • Service requests: These tickets center around a promised service to the user (such as onboarding), and ensure the fulfillment of the service level agreement (SLA). 
  • Feature requests: Users submit these tickets when they have an idea for a feature to improve the business. 
  • Maintenance requests: This includes requests for routine maintenance on hardware and software, including simple asks like password resetting. 
  • Incident reports: These tickets tackle unexpected system disruptions that need to be fixed, and they vary in severity. 

Features of Enterprise Ticketing Systems  

An enterprise ticketing system is designed to streamline the process of tracking, prioritizing, and resolving customer issues, and it can be integrated with other business systems, such as CRM platforms and accounting software. Some of the key features of enterprise ticketing systems include: 

  • Automated ticket routing and prioritization: Enterprise ticketing systems automatically flag high-priority tickets, create ticket groups, and send tickets to the proper people for necessary approval and resolution. 
  • Integration with other business systems: Most enterprise ticketing systems allow for integration with other components of an organization’s tech stack, including their CRM platform, Microsoft Power Automate, and more.  
  • Customizable workflows: Within a system, techs can create automated, tailor-made ITSM workflows that simplify ticketing tasks and boost efficiency. 
  • Real-time reporting and analytics: Enterprise ticketing systems supply relevant data in visual, easy-to-access dashboards, allowing managers to monitor process effectiveness.  
  • Multi-channel support: Many enterprise ticketing systems offer 24/7 support through multiple channels. Live chat, phone calls, and emailing are usually available within these systems. 

Benefits of Using Enterprise Helpdesk Ticketing Systems

An enterprise ticketing system has a number of benefits, including: 

  • Increased efficiency. An enterprise ticketing system allows quick task assignment and management and provides powerful automation opportunities, making it easier for  employees to resolve tickets efficiently.  
  • Centralized & streamlined processes: With an enterprise ticketing system, organizations can manage their customer service and internal requests in one place, rather than with separate systems. Keeping all service requests consolidated and automated leads to the streamlining of day-to-day operations. 
  • Increased Customer Satisfaction: Automation, prioritization, and centralization lead to a marked decrease in ticket resolution time, and an increase in your CSAT because clients’ needs are met in a more timely manner. 

Enterprise Ticketing Systems: The Conclusion  

When it comes to enterprise ticket management, an enterprise ticketing system is a must-have tool for many organizations to help improve customer service and support, streamline workflows, and increase efficiency.   

Looking for an online ticketing system with all the features a business of any size needs?  Sign up to try DeskDirector! 

 

itsm software

4 Challenges with an Automated Ticketing System – DeskDirector
Ticketing automation is “low hanging fruit” for most IT organizations: with the potential to ...
automated-ticketing-system
Read More
Microsoft Operations Framework: An In-Depth Overview – DeskDirector
IT service management (ITSM) can feel like solving a rubix cube: only the exact right combination ...
microsoft-itsm-framework
Read More
What Is Enterprise Service Management? All the Answers Inside – DeskDirector
Gartner expects business spending on IT to increase 6.8% in 2024, reaching $1.5 trillion by the end ...
esm
Read More