9 Essential Features of a Good Ticketing System

Here are the essential features of a good ticketing system to help you with your company's ticketing system requirements.

Article Summary

A good ticketing system forms the backbone of your team's IT support. Not only does it help your support team be more organized, but it also enables them to help your customers faster with a better success rate. At the end of the day, a happy customer is all that matters. But how do you find the ideal ticketing system that works best for your organization?

Today there is a plethora of tools and software out there that help you manage your tickets effectively. However, there are some common essential features that you should definitely look for when doubling down on a ticketing system for your organization. So in this post, I'll walk you through some of the most essential features of a good ticketing system.

Quick Ticket Creation

There's no perfect product or software. In fact, the closer you are to a perfect product, the more likely you are to encounter tons of support issues every day. You most certainly need to be able to create a ticket as quickly as you can.

You could be handling a ridiculously high volume of tickets every day. Hence a good ticketing system should allow you to easily and quickly create a ticket within a matter of seconds. It should only ask you for the essential details, which could be four or five fields at maximum, in the ticket creation form. Then once you're done, it should rapidly create a new ticket so you can focus on the remaining workflow.

The quicker you're able to create a support ticket, the faster you'll be able to help resolve it as well.

Integration With Other IT Team Tools

A good ticketing system must integrate well and easily with your favorite IT tools.

If you're using Slack for communication, you should be able to instantly create a ticket from Slack itself. This not only saves time because now you don't have to hop on and off to another platform but also doesn't block your workflow.

Ticket Categories and Tags

The best way to be more organized with your ticketing system is to know exactly what a ticket represents. Hence another essential feature of a good ticketing system is the ability to let you categorize your tickets based on their statuses and types.

You should be able to instantly look through your tickets to see which are the ones that have been resolved today. Or you should be able to see the pending tickets and sort them by their priority. Ticket categories will help you skim through your ticket data quickly.

Workflow Automation

No ticketing system is tailored to fit a specific organization. Workflow automation is yet another essential feature of a good ticketing system because it helps you save time for repetitive tasks that can be otherwise automated.

Reporting Tools

Automated reporting gives you valuable insight into what your customer wants and how they react to a certain ticket. For instance, your ticketing system could tell you which are the most frequently affected customers, and then you can use that information to mark their future tickets as a priority.

Templates

Your ticketing system should give you the ability to customize your ticket creation and manage templates. It should basically let you have custom ticket pages that have your brand's logo, your color theme, or maybe even some quick hyperlinks, so they feel just like your product.

Individual Ticket Queues

Ticket queues introduce a more organized structure for multiple people to work on different tickets simultaneously without causing chaos and confusion.

Ticket Linking

Your ticketing system should have a feature where you can link one ticket to another. For instance, you can have a ticket as a sub-ticket to another parent ticket.

Priority Views

A good ticketing system should allow you to filter and sort your tickets quickly based on priority. This can help you resolve the tickets faster since you know exactly which tickets need more priority.

Wrangle Is a Better Solution Than the Rest

We've seen the most common features a ticketing system should have. Some of the most popular ticketing systems that satisfy most of the essential features are Jira, Freshdesk, Zendesk, and Zoho Desk. However, Wrangle integrates right into your Slack and allows you to create tickets within seconds.

You can transform your Slack into an advanced IT help desk and ticketing platform.

Whether you need to automate custom workflows or simply streamline your ticket management, Wrangle offers a powerful solution.

This post was written by Siddhant Varma.
Siddhant is a full-stack JavaScript developer with expertise in front-end engineering. He's worked with scaling multiple startups in India and has experience building products in the Ed-Tech and healthcare industries.