{"id":236727,"date":"2022-01-26T01:07:20","date_gmt":"2022-01-26T09:07:20","guid":{"rendered":"https:\/\/www.faronics.com\/?p=236727"},"modified":"2025-02-12T02:21:52","modified_gmt":"2025-02-12T10:21:52","slug":"what-makes-a-good-it-ticket-management-system-2","status":"publish","type":"post","link":"https:\/\/www.faronics.com\/en-uk\/news\/blog\/what-makes-a-good-it-ticket-management-system-2","title":{"rendered":"What makes a good IT ticket management system?"},"content":{"rendered":"
\n

Ticket management has become an essential part of IT service management over the last couple of decades. In all larger organisations, the days of a tap on the shoulder to solve a computer problem are long past.<\/span><\/p>\n<\/div>\n

\n

The reasons why helpdesks came into existence, then became far more systemised, are obvious: businesses needed to know exactly the demands placed on their IT departments, to quantify and then solve the most common drains on staff time, to allocate the right people to the right tasks, and to measure effectiveness of response.<\/span><\/p>\n<\/div>\n

\"\"<\/a><\/p>\n

\n

For smaller organisations who have reached this point, possibly having experienced a spell of rapid growth, it might be tricky to know where to look. So, we\u2019ve put together what we think are the key considerations when looking at ticket management systems.<\/span><\/p>\n<\/div>\n

\n

1.\u00a0\u00a0 <\/span>Easy to use<\/span><\/h2>\n<\/div>\n
\n

If you\u2019re going to introduce a new helpdesk system, it shouldn\u2019t be unnecessarily complicated. Clean, uncluttered UI is important for building internal trust in a new product. When one of your colleagues wants to do something, it should be very simple to do it. You\u2019re trying to make your lives easier, not harder.<\/span><\/p>\n<\/div>\n

\n

2.\u00a0\u00a0 <\/span>Copes with complexity<\/span><\/h2>\n<\/div>\n
\n

Some tickets are straightforward. Others, not so much. So you need a ticket management system that doesn\u2019t limit how you can deal with the tricky ones. As more information comes to light from multiple stakeholders, that needs to be reflected in the ticket so that everyone always has the best information available.<\/span><\/p>\n

\"\"<\/a><\/p>\n<\/div>\n

\n

3.\u00a0\u00a0 <\/span>Allows straightforward tracking<\/span><\/h2>\n<\/div>\n
\n

When you want a quick overview of tickets, sorted by status, owner or date, that needs to be the work of an instant. It should be extremely easy to identify how well you\u2019re performing, and where the bottlenecks lie.<\/span><\/p>\n<\/div>\n

\n

4.\u00a0\u00a0 <\/span>Easy to submit tickets<\/span><\/h2>\n<\/div>\n
\n

Ideally you have a strong environment whereby users don\u2019t often need to get your help in fixing problems. But when incidents do occur, you don\u2019t want your colleagues scrabbling around trying to get hold of you: that only leads to a bad reputation, which can be tricky to recover from. One of the best ways to achieve favourable helpdesk accessibility is to allow the submission of tickets from the Windows Noti\ufb01cation Bar with a customisable popup.<\/span><\/p>\n<\/div>\n

\n

5.\u00a0\u00a0 <\/span>Part of a unified solution<\/span><\/h2>\n<\/div>\n
\n

A proper helpdesk is one critical tool among many in an IT manager\u2019s armoury. It makes logistical sense to include application management, Windows updates, OS deployment, inventory and analytics, security and remote control as part of the same solution<\/a>.<\/span><\/span><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

\n

Ticket management has become an essential part of IT service management over the last couple of decades. In all larger organisations, the days of a tap on the shoulder to solve a computer problem are long past.<\/p>\n<\/p><\/div>\n

\n

The reasons why helpdesks came into existence, then became far more systemised, are obvious: businesses needed to know exactly the demands placed on their IT departments, to quantify and then solve the most common drains on staff time, to allocate the right people to the right tasks, and to measure effectiveness of response.<\/p>\n<\/p><\/div>\n

\"\"<\/a><\/p>\n

\n

For smaller organisations who have reached this point, possibly having experienced a spell of rapid growth, it might be tricky to know where to look. So, we\u2019ve put together what we think are the key considerations when looking at ticket management systems.<\/p>\n<\/p><\/div>\n

1.\u00a0\u00a0 Easy to use <\/div>\n
\n

If you\u2019re going to introduce a new helpdesk system, it shouldn\u2019t be unnecessarily complicated. Clean, uncluttered UI is important for building internal trust in a new product. When one of your colleagues wants to do something, it should be very simple to do it. You\u2019re trying to make your lives easier, not harder.<\/p>\n<\/p><\/div>\n

2.\u00a0\u00a0 Copes with complexity <\/div>\n
\n

Some tickets are straightforward. Others, not so much. So you need a ticket management system that doesn\u2019t limit how you can deal with the tricky ones. As more information comes to <\/p>\n

Continue Reading…<\/a><\/div>\n","protected":false},"author":150,"featured_media":236712,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[3380,3400,3398,3390],"tags":[],"class_list":["post-236727","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-3","category-computers-en-uk","category-tech-trends-en-uk","category-technology-trends-en-uk"],"acf":[],"yoast_head":"\nWhat makes a good IT ticket management system? - Faronics<\/title>\n<meta name=\"description\" content=\"Ticket management has become an essential part of IT service management over the last couple of decades. 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