What is an online ticketing system?

An online ticketing system streamlines how you communicate with your customers. Unlike email, it does not require the set up of multiple folder structures and color coded tags to prioritize and track relevant customer queries. It brings in customer conversations from multiple channels like phone, email, and social media into a single, easily accessible location where you get all the context you need. A good helpdesk ticketing system also lets you automate routine support tasks to increase the efficiency of your team and reduce excessive workload.

Why your business needs a ticketing system

Master multi-channel communication

A good helpdesk ticketing system provides a common platform for handling all customer conversations. You can manage customer interactions over channels like email, phone, live chat, and social media, all in a single place.

Increase efficiency with automation

With a ticketing system, automating routine tasks to improve your team’s productivity is a breeze. From assigning tickets to a particular agent, to creating preset responses for frequently asked questions, to defining escalation rules if deadlines aren’t met, a helpdesk makes it all easy.

Make self-service easier for customers

A support ticketing system should have an in-built knowledge base that lets you publish detailed solution articles and resources which customers can use to find important information about your product. This will also reduce their need to reach out to your support team every time.

Track and measure your support

With a good ticket management software, you can monitor your team’s progress seamlessly. Using comprehensive reports, you can identify problems faster, recognize good or bad performance, track customer satisfaction and monitor service standards.

Extend your helpdesk’s capabilities

It is important for a ticketing system to be integrated with solutions like CRMs, email marketing tools and/or team collaboration software. This will ensure agents can access important contextual information about customers right inside the helpdesk.

Increase customer loyalty

With a well-organised customer support process, the courtesy of an online ticketing system, it becomes easier to make customers happy. These customers will be loyal to your brand, and will spread the word about their positive experiences.

The ticketing features you get with Freshdesk

Freshdesk’s ticketing system is one of the most refined solutions out there and has a lot of extensive features that cater to your ticketing workflows. Here’s a look at what you can do with your tickets in Freshdesk.

Streamline work with ticket views

Find out which tickets need your attention the most by creating customized ticket views. In your ticket view, you can set up multiple filters depending on different ticket properties like priority, status, type, company name and more. You can also save a particular ticket view for future use.

Streamline work-new and open tickets

Automatically prioritize and assign tickets

Create workflows to automatically prioritize tickets based on their importance. For example, workflows can be set depending on the customer’s location, the language they’re using, or even based on the subject line of their email. Freshdesk also lets you automate the assignment of tickets to agents based on their level of expertise.


Manage SLAs and meet deadlines

Standardize service across your support team using service level agreements. Freshdesk lets you set SLA policies for the time within which agents should respond to and resolve tickets. You can even automatically remind agents or escalate issues to managers whenever SLAs are not met.

SLA Policies

Capture relevant customer information

With Freshdesk’s customizable ticket forms, you can tweak the fields in a ticket to collect information from customers that will help you understand the issue better. You can add new fields or modify existing ones and ensure your ticket form collects all the relevant data required.

Ticket Fields

Avoid repeating someone else’s work

Freshdesk has agent collision detection features to prevent multiple agents from working on the same ticket. An agent will be notified whenever there’s another agent viewing or typing a reply on the same ticket. The agent can then quickly move on to other tickets without having to needlessly do repetitive work.

Open tickets

Save replies to common questions as reusable templates

To save time on responding to common questions, Freshdesk lets you create canned responses. Your agents can insert canned responses in one click, without spending time typing manual replies. You can even organize these responses into folders and share them with agents for consistency in handling common issues.

Canned responses