What Is a Trouble Ticket?

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If you’re employed as an IT or customer service, you might have heard your colleague or supervisor use the term “trouble ticket” to explain a customer’s problem. If you’re like me and believed that this meant the issue would be a challenge to resolve, you’d be completely wrong.

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Trouble ticketing is a regular component of the majority of IT teams. Some customer-facing service teams employ “trouble tickets” to describe their incoming support tickets. It’s a term used by IT industry experts have invented through the years and is essential to include in the language of customer service.

In this blog, let’s examine the definition of a trouble ticket. 

What Is a Trouble Ticket?

A trouble ticket is a different name from a support ticket. When an employee or customer is having a difficulty or issue, they send a written document called a ticket in the direction of an IT team describing the problem. The team writes important details on the ticket and uses them to facilitate communication between the team and the customer.

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Like support tickets, they are utilized as a part of a help desk run by an internal or customer-facing IT department. When a ticket is filed, an agent from the service department is assigned to it, and they then investigate the problem.

Why should a trouble ticket be any different?

It’s not. Service and IT professionals refer to trouble tickets since they’re the first term for support tickets. Trouble tickets were originally small, paper-based cards used by IT groups to record the cases being worked on. These days, trouble tickets are records that can be interactive and stored in a computerized ticket system packed with capabilities and features.

See some examples below if you’re unsure about these systems or tickets.

5 Examples of Trouble Ticket Systems

HubSpot Service Hub

hubspot service hub

This software for helping desks lets agents handle cases at the same time that originate from multiple support channels.

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It is possible to receive an email from a colleague while talking to a customer regarding an issue. Additionally, trouble tickets are connected to CRMs. CRM agents can review the information of employees or customers while they work on the issue.

SolarWinds Web Help Desk

solarwinds web helpdesk

The trouble ticket system allows directly incorporating the self-service resources into the ticket. It allows agents to motivate employees and customers to access their own or external knowledge databases.

HappyFox Help Desk

happyfox helpdesk

With this software for trouble tickets, your agents can see the status and types of tickets in their mailbox. This way, they will know what to do with their caseload and whether or not a person has replied to an issue. Being able to access that information easily helps agents in maximizing their workflow and also improves resolution.

Example Trouble Ticket System

example trouble ticket[Image: Source]

This example illustrates what a complete trouble ticket will appear to be. In the picture above, it is clear that all information and updates are documented on the ticket, so we can track exactly how the agent solved the problem.

Trouble Ticket Express

trouble ticket express

Agents who use this software to manage trouble tickets can access the most basic support desk features. They can see their tickets’ status, collaborate on cases, and set up alerts for the response. The system also allows agents to personalize their interface to create an inbox that fits their workflow.

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Are you looking for additional tools for service? Look through these suggestions for support ticketing systems.

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