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
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.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.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.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.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.Copyright © 2013 Business.com, Inc. All Rights Reserved.
Find Pre-Screened Vendors
Compare quotes and save:
