Help Desk Ticketing System

A simple, intuitive, and easy-to-use system for your support team.

What is a ticketing system?

A ticketing system, also known as help desk ticketing software, is an online customer service tool used to perform support operations.

These support operations include:

Managing and tracking client support inquiries and requests.

Managing a support team’s workflow.

Troubleshooting problems associated with a company’s brands.

How does a help desk ticketing system work?

With automated help desk ticketing tools, customer service tasks are performed and managed online in a centralized platform.

The ticketing system workflow proceeds as follows:

Inquiries or requests that customers submit through varying communication channels, such as email, live chat, and social media platforms, are automatically converted to tickets.
These tickets are then categorized, prioritized, and routed to support agents with the right knowledge, skills, and expertise to handle the issues.
An assigned support representative receives an automated notification to resolve the ticket issue.

Ticketing features

Intuitive features provide an excellent user experience for your agents to provide seamless customer service.

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Customer support experience with help desk ticketing software

Features that elevate your support beyond the ordinary.

Email-based ticketing

Create and respond to email tickets.

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Multibranded ticket forms

Create a ticket form based on brand.

Custom fields

To customize ticket forms, several types of custom fields are available.

Personalization

Personalize the ticket view based on your preferences.

Spam control for email

Detect spam email automatically to avoid creating unnecessary tickets.

Access control

Restrict ticket access using scopes and fine-grained role-based permissions.

Details matter

Every aspect is carefully considered. Each feature is tailored to provide a great support experience for the agent and the user.

Benefits of using IT ticketing software

With grid and table layouts, the ticket list page is designed to be modern, user-friendly, and intuitive.

Forward ticket

Forward support tickets to an external email address and create a forward activity.

Merge tickets

Combine two or more tickets, as well as their attachments and messages, into a single ticket.

Split tickets

Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.

Clone tickets

Cloning a ticket allows you to create a duplicate ticket by copying ticket metadata information from an existing ticket.

Spam tickets

BoldDesk can automatically identify spam emails and move them to a separate view for further review.

Save ticket

Save tickets or messages for future use.

Edit message

Correct any mistake in the message updated to the customer.

Delete message

Delete public messages associated with a ticket update.

Ticket sorting

Various fields are available to sort tickets based on preference.

Quick preview

Using this view, you can quickly navigate and review tickets.

Quick actions

Change category, status, and assignee; add tags and private notes; and log work without opening a ticket.

Keyboard shortcuts

Provide several keyboard shortcuts to perform ticket actions.

Multilingual support

Multilingual help desk

Support your customers all across the world by providing customer service that is translated into multiple languages.

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Multilingual knowledge base

Create and manage a multilingual knowledge base to deliver content based on the customer’s preferred language.

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Advanced ticket views

Use advanced filters to view a subset that you need.

Internal collaboration

Collaborate with internal teams by using private tickets or private notes.

Private ticket

Create private tickets in a customer’s name; these tickets are not visible, and no email notification is sent to the customer. Use this feature to record customer call logs or meeting minutes.

Private note

To collaborate with internal teams, add a private note to tickets. This information is not visible to the customer.

Share ticket

Using the share ticket feature, you can collaborate with teams in other departments that do not have access to the ticket.

Ticket categories

Categories aid in ticket classification; for example, support, sales, marketing, and so on. BoldDesk supports two kinds of categories.

Public categories

This category type is visible to both agents and customers.

Private categories

This category type is only visible to agents. Only private tickets can be created for this category. It aids in the classification of internal tickets.

Ticket links

Using the link ticket feature, you can link a ticket with another ticket. Use this feature to split larger tickets into related or child tickets that are linked to the parent ticket.

Related ticket

Connect tickets that are related.

Parent-child ticketing

Connect child and parent tickets.

Related contacts

Link related contacts to a ticket for internal reference.

Web links

Link external web URLs to a ticket.

Ticket insights

Several metrics related to a ticket can be viewed in the ticket’s insights section.

Ticket activity

Record any changes done in ticket activity. Using the Ticket History tab, you can view change logs for auditing.

Field logs

Field value changes are recorded.

Automation logs

Changes brought about by automation.

SLA logs

Alterations in response and resolution due dates and SLA breach logs.

Time tracking

Agents can record the amount of time they spend on each ticket.

Customer satisfaction survey

Send surveys to customers to gauge their satisfaction with the services they receive.

Embeddable widgets and forms

Include a ticket creation widget or form on any website.

Help widget

By adding a short script, you can create a personalized help widget and embed it in any external website, such as WordPress.

Contact us web form

Incorporate a contact form into any external website, such as WordPress. When a customer submits a request, a ticket is automatically created.

Powerful automation

To automate ticket processing, leverage powerful no-code automation.

Auto-assignment

Use round-robin assignment to automatically route tickets to the appropriate agent.

Service-level agreement

Set response and resolution due dates based on business hours automatically.

Split tickets

Split a single ticket into multiple tickets, allowing different agents to work on multiple support requests independently.

Time triggers

Perform a repeated set of actions every hour.

Reports and analytics

Several prebuilt reports and dashboards are included in BoldDesk.

Support monitoring dashboard

A one-stop dashboard for tracking current support status.

Support traffic dashboard

Support traffic dashboard.

SLA dashboard

Insights into adherence to SLAs.

Customer satisfaction dashboard

Analyze customer feedback and CSAT scores.

Ticket conversation report

Review agent responses for training and improvement.

Task management

To improve agent productivity and ticket resolution, break down the steps required to resolve a ticket into smaller tasks.

Integration

Integrate BoldDesk with third-party applications.

Recent Activities in Help Desk Ticketing System Tutorials and Blogs

Get the latest customer service ticketing system insights with expert articles and tutorials. Explore best practices, highlighted features, and industry trends to improve your ticket management.