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.

Email integration

Connect your support emails to automatically capture tickets with all the required information including end-user info and attachments.

Live chat support

Connect with your customers in real-time to solve problems the moment they arise. Our integrated chat tools ensure fast response times and a personal touch. Convert chats into tickets when they require longer solutions.

Customizable intake forms

Gather the exact data your team needs upfront with fully customizable ticket submission forms. Configure the fields, field requirements, and form types.

Integrated phone support

Maintain a complete 360-degree view of the customer experience by answering incoming calls directly in your ticketing system. Link or create tickets from calls for easy tracking and recording.

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.

Auto-prioritize

Ensure your team is always working on what matters most with clear urgency levels. Automatically flag and alert agents of the most critical issues.

Automate routing

Get every ticket to the right agent with smart routing based on workload, team, customer, and more. This eliminates the bottleneck of manual dispatching and ensures a faster path to resolution.

Effortlessly categorize

Automatically tag and sort tickets by topic, product, or department for a cleaner, more organized workspace. Proper categorization makes it easy to identify recurring issues and manage workloads across teams.

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.

Dedicated portal

Give your users a private, branded space to view their ticket history and check real-time status updates. A transparent portal builds customer trust and significantly reduces the number of 'check in' emails.

Self-service knowledgebase

Empower users to find their own answers with a searchable library of articles, guides, and FAQs. By providing instant access to solutions 24/7, you can deflect common questions and reduce your overall ticket volume.

Unified collaboration

Solve complex problems faster with internal messaging, @tagging, and secure file sharing directly within the ticket interface. Keep your team in sync and share context without ever having to leave the platform.

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.

Built-in project management

OneDesk is built for trouble ticketing since it includes natively integrated project management. This allows you to work on IT tasks and projects alongside requests.

Mange daily tasks

Manage project tasks or sub-tasks alongside trouble tickets to ensure necessary follow-up is completed, especially for complex multi-step issues.

Flexible deployment

OneDesk is available both in the cloud and on-premise so you can choose what best fits your compliance needs.

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

What is a trouble ticketing system?

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

Why use trouble ticketing software?

The ability to organize, assign, and collaborate by using a trouble ticket software can greatly increase resolution time and backlogs.

What are the types of trouble tickets?

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.

What makes OneDesk good for trouble ticketing?

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.