What Are the Best Practices to Manage Helpdesk Ticketing System?

What Are the Best Practices to Manage Helpdesk Ticketing System?

A huge-size organization has assets in abundance and employees as well. These employees sometimes face problems regarding software or technical problems such as internet issues, or sometimes an asset does not work properly; in that case, they need software or assistance that can resolve their problem.

This is where the helpdesk ticketing system comes into play. In this blog, we will know what the helpdesk ticketing system is & what are the advantages. So, without wasting any time, let us begin!

What Is a Helpdesk Ticketing System?

The helpdesk ticketing system enables you to track incidents and minimize the impact of incidents as soon as possible. In simple words, closing each ticket in minimum possible time. This ticketing management system is extremely helpful to each customer supporting technician as they can find a solution to the problem with the category of incident.

Moreover, this ticketing system makes them more organized. Furthermore, they can collect data that helps them in making them more productive and efficient.

According to Market Research Future, “The market for global helpdesk automation is expected to reach USD 11 billion by 2023 at a CAGR of 33% during the forecast period 2017-2023.”

What Are the Best Practices of the Helpdesk Ticketing System?

The best practices of the helpdesk ticketing system are as follows:

1. Track Every Ticket

In an organization, tickets are created regularly; that is why keeping track of each ticket is essential practice for business. If no one is there to resolve the issue, then tickets will be raised but no proper solution will be provided.

When you have helpdesk software, you get all ticket status and whenever a ticket is assigned to technicians, the technicians are alerted, and when they do not take any action.

All managers can track the status of each ticket, and technicians can add comments in the ticket so that the manager can update the status to the corresponding client.

2. Prioritize Tickets

It is important to figure out which ticket is more important to resolve so that businesses do not suffer from losses or minimize the impact.

It makes technicians more efficient and enables them to identify which issue has high priority or which issue needs to be resolved first!

3. Categorize Tickets

Ticket categorization is an important part that gives an idea about the issue. Every technician specializes in resolving a specific issue. It makes them more productive, and ticket resolving time can be minimized.

Similarly, you can categorize your customer's urgency. At the same time, you can give an estimate to your customer of how much time the problem can be resolved.

4. Follow SLAs

The technician must follow SLA (Service Level Agreement). As every organization has its terms and conditions for SLA. This agreement is very crucial for both parties, according to the agreement problems are resolved.

It means the problem shall be provided resolution in a specific time & the technician cannot exceed the waiting time as per the SLA.

5. Analyze Data & Reports

We know data & reports are helpful in making you more productive, & efficient. Data provide statistics that help in discovering pitfalls and in the same way data gives you detailed information through which you can identify problems and take action in order to resolve the issue. You get valuable insight that helps optimize the time resolving of each ticket.

What Is the Process of Resolving Any Ticket or Incident?

Below we have discussed steps for resolving tickets:

1. Ticket Raised by End-User

A person creates a ticket & fills in all the details of the issue via the system.

2. Ticket Assigned

When the ticket is raised system notifies the manager and the ticket is assigned to the technician.

3. Steps Are Taken to Resolve the Issue

The technician reads the issue and resolves the issue after reading the issue. If the issue is complicated, then assistance is taken, and the issue is resolved.

4. Ticket Closed

In the end, when the resolution is provided the happy code is sent to the end-user which he provides to the technician when the issue is resolved.

In all stages, all the important members are kept in the loop includes end-users & whenever any update occurs the system is alerted and notified.


Every incident has its importance & it needs to be tracked and resolved. That is why it is essential to invest in a helpdesk ticketing system.

If an organization does not invest in this software, then the manual process will be slow, prone to error, more than one member of the support team will be working on a single ticket, and inaccuracy will increase as well.

Infizo Desk's Helpdesk and Ticketing software is easy to use, and all features you can get on a single dashboard. Helpdesk ticketing systems come with cloud technology.

It can be very helpful & fruitful to your business. We hope that the above-mentioned practices to manage the helpdesk ticketing system will add value to your organization.

Frequently Asked Questions (FAQs)

Is this software available in mobile application form?

‍Yes, this software comes with a mobile application, and it enables you to use applications from anywhere, all you need is good internet connectivity. It enables you to make decisions on the go and makes you more productive!

What are the benefits of cloud computing helpdesk ticketing systems?

‍The benefits of cloud computing helpdesk ticketing system are given below:

1. Increased return on investment (ROI).

2. Enhanced security.

3. Access & make changes from anywhere.

4. Time management & productivity.

5. Software on a subscription basis & cost-effective.

3. How can you improve the ticket resolving time?

‍You can improve ticket resolving time with the help of analytics as you can get detailed information and identify where you are taking more time than necessary then act accordingly to minimize time.

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