Help Desk Ticketing System
A simple, intuitive, and easy-to-use operating system for your support team.
What is ticketing system
A ticketing system, also known as help desk ticketing software, can be defined as an online customer service tool used to perform support operations.
These support operations include:
Managing and tracking client support inquiries and requests.
Managing a support team’s workflow.
Troubleshooting problems associated with a company’s brands.
How a help desk ticketing system work?
With automated help desk ticketing tools, customer service tasks are performed and managed online in a centralized platform.
The ticketing system workflow functions in the following ways:
- Inquiries or requests that customers submit from varying communication channels, such as emails, live chat, and social media platforms, are automatically converted to tickets.
- These new tickets are then categorized, prioritized, and routed to support agents with the right knowledge, skills, and expertise to handle the issues.
- An assigned support representative receives an automated notification to resolve the ticket issue.
Features of Ticketing Tools
Intuitive ticketing software features with an improved user experience to provide seamless customer service.
Email based ticketing
Convert all incoming customer support emails into tickets and respond to them via email.
Shared Inbox
Apply advanced filter rules to tickets to move them to the appropriate folder.
Multi Brand
Maintain multiple brand-specific customer-facing support portals and view all tickets in a unified agent portal.
Task Management
Transform the process of resolving a ticket into smaller tasks or activities to boost agent productivity.
Customer Support Experience with Help Desk Ticketing Software
Features that move support beyond the ordinary.
Email-based ticketing
Create and respond to email tickets.
Multi-branded ticket forms
Create a ticket form based on brand.
Custom fields
To customize ticket forms, several types of custom fields are available.
Personalization
Personalize the ticket view based on your preferences.
Spam control for email
Detect spam email automatically to avoid creating unnecessary tickets.
Access control
Restrict ticket access using scopes and fine-grained role-based permissions.
Details matter
Every aspect is carefully considered. Each feature is tailored to provide a great support experience for the agent and the user.
Ticket views
Use robust, advanced search filters to locate tickets (including custom fields).
Update on behalf
Create or update a ticket on behalf of the customer. This feature is useful for recording customer updates when they contact your team by other channels
Canned response
Respond to tickets quickly with frequently used saved response templates.
Tagging
Tagging is a helpful feature used for ticket categorization, filtering, and automation.
@Mention
Mention agents in replies or private notes to alert them.
Watchers
Add more agents to notify customers about ticket updates without revealing agents’ identities.
Benefits of Using IT Ticketing Software
With grid and table layouts, the ticket list page is designed to be modern, user-friendly, and intuitive.
Forward ticket
Forward the support tickets to the external email address and create an forward activity.
Merge tickets
Combine two or more tickets, as well as their attachments and messages, into a single ticket.
Split tickets
Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.
Clone tickets
Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.
Spam tickets
BoldDesk can automatically identify spam emails and move them to a separate view for further review.
Save ticket
Save tickets or messages for future use.
Edit message
Correct any mistake in the message updated to the customer.
Delete message
Delete public messages associated with a ticket update.
Ticket sorting
Various fields are available to sort tickets based on preference.
Quick preview
Using this view, you can quickly navigate and review tickets.
Quick actions
Change category, status, and assignee; add tags and private notes; and log work without opening a ticket.
Keyboard shortcuts
Provide several keyboard shortcuts to perform ticket actions.
Multilingual support
Multilingual help desk
Support your customers all across the world by providing customer service that is translated into multiple languages.
Multilingual knowledge base
Create and manage a multilingual knowledge base to deliver content based on customer’s preferred language.
Advanced ticket views
Use advanced filters to view a subset that you need.
Save and share
Save and share filtered views with an entire organization or a specific group.
Default views
Set any view as the default view.
Export to excel
Export data to Microsoft Excel format.
Favorite
Mark frequently used views as favorites.
Internal collaboration
Collaborate with internal teams by using private tickets or private notes.
Private ticket
Create private tickets in a customer’s name; these tickets are not visible, and no email notification is sent to the customer. Use this feature to record customer call logs or meeting minutes.
Private note
To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.
Share ticket
Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.
Ticket categories
Categories aid in ticket classification; for example, Support, Sales, Marketing, and so on. There are two kinds of categories.
Public categories
This category is visible to both agents and customers.
Private categories
This category is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.
Ticket links
Using the link ticket feature, you can link a ticket with another ticket. Use this feature to link related or child tickets to split larger tickets.
Related ticket
Connect tickets that are related.
Parent-child ticketing
Connect child and parent tickets.
Related contacts
Link related contacts to a ticket for internal reference.
Web links
Link external web URLs to a ticket.
Ticket insights
Several metrics related to a ticket can be viewed in the ticket’s insights section.
- Response-related metrics
- SLA-related metrics
- Metrics related to assignee changes
- Status-related metrics
- Metrics related to the impact of automation
Ticket activity
Record any changes done in ticket activity. Using the Ticket History tab, you can view change logs for auditing.
Field logs
Field value changes are recorded.
Automation logs
Changes brought about by automation.
SLA logs
Alterations in response and resolution due dates and SLA breach logs.
Time tracking
Agents can record the amount of time they spend on each ticket.
- Billable and non-billable hours can be recorded.
- A Worklog report is available in the reports module and allows to view consolidated logs of agent time spent.
Customer satisfaction survey
Send surveys to customers to gauge their satisfaction with the services they received.
CSAT report
Use CSAT reports to keep track of your CSAT scores.
Negative feedback action
Automate post actions when receiving negative feedback.
Customization
Customize the rating scale and text on the feedback rating page.
Embeddable widgets and forms
Include a ticket creation widget or form on any website.
Help Widget
By adding a small piece of script, you can create a personalized help widget and embed it in any external website, such as WordPress.
Contact us web form
Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.
Powerful automation
To automate ticket processing, leverage powerful no-code automation.
Auto-assignment
Using round-robin, automatically route tickets to the appropriate agent.
Service level agreement
Set response and resolution due dates based on business hours automatically.
Split tickets
Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.
Time triggers
Perform a repeated set of actions every hour.
Reports & analytics
Several pre-built reports and dashboards are available.
A one-stop dashboard for tracking current support status.
Support traffic dashboard
Insights into the reach of SLAs.
Analyze customer feedback and CSAT scores.
Review agent responses for training and improvement.
Task management
To improve agent productivity and ticket resolution, break down the steps required to resolve a ticket into smaller tasks.
Integration
Integrate with third-party applications
Zapier integration
Using Zapier, integrate several third-party apps.
JIRA integration
Sync status, priority, and comments from JIRA software.
Salesforce Integration
Link related contacts to a ticket for internal reference.
Custom apps
Brings customer data from the third-party apps and displays it on the ticket sidebar to provide more context.
Webhooks
Use webhooks to get real-time data to integrate into your internal apps later.
APIs
Use the developer API to pull data and integrate it with your internal apps.
TEST OUT ALL THE FEATURES OF BOLDDESK
Start your 15-day free trial with instant access
- No credit card required
- Easy setup
