Trouble Ticket Software
Trouble ticketing solution built to manage the full lifecycle of IT work.
Centralized trouble ticket tracking
Keep every issue organized from intake to resolution with a unified tracking system that records every status change and update. Never lose track of a customer request again with a clear, searchable history for every ticket in your queue.
Smart automation
Eliminate repetitive manual tasks by setting up automated triggers for status updates, notifications, and follow-ups. Let the platform handle the routine administrative work so your agents can focus on solving complex technical issues.
Tools for end-users
Provide your customers with a modern toolkit designed to make reaching out and getting answers effortless. Add your Help Center as widget to your website, to your SharePoint, or other platforms. From the branded Help Center, end-users can access chat, forms, the knowledgebase, and more.
In-depth reporting and analytics
Measure your team’s performance and identify operational bottlenecks with customizable, CSV or PDF reports. Automate reports to send on a schedule to yourself or stakeholders.
Explore the benefits of a trouble ticketing tool
Unlock all the benefits of OneDesk to manage trouble tickets
Centralized management
Consolidate all communications into one organized location.
Faster resolution
Streamline the support process by automating routing and prioritization.
Increase accountability
Clear ownership and status tracking makes it clear who is handling a ticket.
Data-driven decisions
Built-in reporting provides deep visibility into common pain points and team performance.
Improved satisfaction
Transparent tracking and updates build trust and a high-quality experience.
Scaleable
Automation, AI, and self-service tools allows your team to handle a growing volume of inquiries
FAQ
Trouble tickets can be broadly defined as a documented record of an issue or request. A trouble ticket software is used to track and manage issues. It includes features to easily escalate work and enforce SLAs
The ability to organize, assign, and collaborate by using a trouble ticket software can greatly increase resolution time and backlogs.
Trouble tickets are typically categorized into four main types: incidents, service requests, problems, and change requests. Additionally, teams often track bugs and inquiries for general questions or feedback. In OneDesk, you can create multiple ticket types with unique workflows, statuses, and automations in order to handle different types of trouble tickets.
OneDesk is great for trouble ticketing because it is a unified platform. Not only does it centralize tickets from multiple channels it also brings the 'project' side of IT together. For example, instead of just simple approvals for Change Management, use project plans with clear milestones, ensuring high-risk updates are executed without disruption. OneDesk also uses modern tools like AI and automation to categorize requests, route them, and offer intelligent self-service options to end-users.