What are trouble tickets?

Trouble tickets, also referred to as incident tickets, are files that record all relevant information regarding an issue raised by a customer or user. These files are usually stored in an issue tracking system and should ideally contain details of all previous interactions between the customer and your support team, or any third party acting on your behalf. 

Trouble tickets are most commonly used in customer support or for incident management in IT service. Each ticket will contain a distinctive reference code or number which allows agents and the user to track the status of the ticket. 

Types of Trouble Tickets

Incident Tickets

An incident ticket is usually raised when a user or customer faces an unexpected problem in the course of using your product or service. Every single instance of that issue will be counted as a unique incident. Incident tickets can be raised by customers, or by setting up an automated process triggered by monitoring tools. 

Problem Tickets 

While incident tickets usually deal with smaller, easier-to-fix problems, a problem ticket usually signals a bigger issue and might require permanent change. Multiple incident tickets on the same issue can be grouped into a single problem ticket if the same solution would fix the entire set. Tickets of this type usually remain open for a longer period of time, as they might require deeper investigation, product or process changes, and longer implementation time. 


These are incidents or errors that will automatically trigger the creation of incident tickets by the trouble ticketing software to warn of potential issues. This kind of proactive incident reporting helps identify, analyze and solve issues even before customers encounter them.


When your system or software is down, you might receive hundreds of tickets. With the help of parent-child ticketing, you can mark all these issues as a single set. You can also mark others as duplicate in a single ticket and solve related issues. 

What is a trouble ticketing software and why do you need one?

A trouble ticketing system is a solution to track the detection, reporting, and solving of tickets raised by customers. 

Customers today raise their issues on multiple channels of communication such as email, chat, phone, or social media. When you use different tools for different channels, monitoring and tracking tickets across channels becomes very challenging. However, with the right trouble ticketing software, you can handle tickets from all channels right from a single dashboard. It will help you streamline and automate your entire support process - right from assigning tickets to collecting feedback after a ticket has been resolved. Moreover, good trouble ticketing software will also offer solutions for setting up self-service, collaborating with context, as well as robust reporting and analytics. 

Optimize your entire service process using Freshdesk

Prevent duplication of efforts 

Freshdesk detects and warns users when agents are simultaneously working on the same ticket so that they can avoid collision on requests that are already being worked on.

Organize tickets efficiently 

Freshdesk lets you save custom ticket views in your helpdesk to get a clear picture of which tickets need to be worked on most urgently. Agents can then attend to these tickets on the basis of priority.

Benchmark performance 

Use Freshdesk’s dashboards to measure agent performance and identify areas for improvement in order to meet performance targets on an ongoing basis.

Why Freshdesk is the best option for trouble ticketing software

Unify your support channels

Freshdesk’s trouble ticket software enables you to provide customized customer service across phone, chat, social media, email, and your website from a single dashboard. With Freshdesk, you can also assist customers on emerging channels of communication such as WhatsApp, Apple Business Chat, and Facebook Messenger. 

By unifying your customer information and incoming support requests, Freshdesk offers an omnichannel solution that enables you to offer context-rich interactions and quick, effective resolutions. 

Ticketing screen-All tickets

Team collaboration to resolve issues faster

Trouble ticketing often requires different teams to work together to resolve customer issues. Features such as shared ownership, parent-child ticketing, and linked tickets optimize key cross-team processes and hold all stakeholders equally accountable. With the Freshconnect integration, you can collaborate with internal teams and also external partners to resolve issues quickly without losing context or having scattered conversations across various apps.

Collaborate with teammates better using Freshdesk-Freshconnect integration



Automate repetitive tasks 

With smart automation, you can automate tasks such as the prioritization, categorization, and routing of tickets. You can also reduce the time spent on tasks such as changing ticket properties, adding tags, and even set up predefined answers for common questions. This helps you adhere to the SLAs (Service Level Agreement ) and bring down your ticket resolution time. 

Use Freshdesk automations to quickly sort incoming tickets and assign them automatically



Seamless third-party integration 

With Freshdesk Marketplace, you can integrate your trouble ticketing software with over 650 third-party applications. You can plug in tools such as Slack, SugarCRM, SurveyMonkey, and more, and build robust workflows. 

Marketplace Integration


Data analytics with better reporting

Understanding how your team is performing and how satisfied your customers are with the assistance they are receiving will help you provide better support. With Freshdesk’s trouble ticketing software, managers can use out-of-the-box reports or build custom reports to gain insights on the volume of incoming trouble tickets, make informed decisions, and plan workflows accordingly.