Trouble Ticket Software Key Terms

Understand important features of any trouble ticket software

Trouble ticket software, sometimes called an issue tracking system or bugtracker, is a way for your organization to maintain a list of problems. These systems are usually used in a customer service center or help desk environment. A trouble ticket system is a central location for creating, updating and resolving customer or employee issues. Here are a few key terms that will help you better understand the various features that make up trouble ticket software.

 

Trouble ticket

A trouble ticket is a file within the trouble ticket software that is created when a customer or employee reports a trouble incident. Any action taken by support personnel or third-party to resolve the problem is entered in the trouble ticket.
Try: Learn more about trouble tickets at TechTarget.

Case number or ticket number

Every trouble ticket is assigned a unique case number or ticket number. This allows support center staff to quickly locate, communicate and update the status of any given incident.
Try: The OTRS Team has a summary of the basics of a trouble ticket system as an introduction to their free Open Ticket Request System.

Back end and database

Trouble ticket software always includes some means of storing the ticket information in the system. This is called the back end. More sophisticated programs run from a database, like mySQL. Many freeware programs store information in a flat file, such as an Excel spreadsheet.
Try: Certain trouble ticket systems, like the free one offered at Trouble Ticket Express, offer a mySQL database as a paid add-on to the system.

Knowledge base

A knowledge base is an information resource, often included as a feature in trouble ticket software. The knowledge base can include solutions for common problems, customer information, and anything else deemed necessary by your business.
Try: ServiceDesk Plus, a trouble ticket software offered on AdvantNet, includes a robust knowledge base.

Email integration

The degree of email integration among trouble ticket software programs varies. Some programs allow email updates to be sent to clients or customers. More advanced programs also allow for an employee or customer to reply, automatically updating the trouble ticket with the new information.
Try: The Cerberus Helpdesk includes extensive email support, allowing you to sort your email into "buckets" that allow for faster response times.

Attachments and document integration

The degree of document integration also depends upon the sophistication of the trouble ticket software. Some systems allow uploads and attachments of any type of file. Other systems only allow attachments of common file types, like Microsoft Office documents or text files. File attachments add useful flexibility to your trouble ticket software.
Try: TicketDesk Pro allows you to specify permitted attachment types.

Copyright © 2011 Business.com, Inc. All Rights Reserved.

---