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What’s ticket management and how it can help your business?

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Anastasia Sarana
Posted by Anastasia Sarana
May 6, 2022

In short, the ticket management system makes life easier for many companies. How exactly?


Let’s figure it out.

It’s all started with ITSM

ITSM (ITIL) is an IT service management concept in which the main processes are aimed not just at ensuring the smooth operation of the IT infrastructure but are more focused on meeting the requirements of the user and the customer.

The overall effectiveness of the product depends on the effectiveness of each of its elements. When a client has a problem, he turns to technical support for a solution … and here communication with the Help Desk begins.

More about Service Desk

Service Desk is a system designed to automate the processing of customer requests.

It’s a special ITSM software for automating the processes of technical support, customer service, including field service, as well as employees (internal applicants) of the company. Service desk systems help to increase the efficiency of a service company or department: whether it is an IT service that solves applications for a non-working printer in the office or field engineers servicing various equipment and facilities.

Similar programs appeared more than 20 years ago. During this time, they have significantly changed and acquired functional features depending on the tasks being solved.

Service Desk solutions have become powerful platforms in which any processes can be automated.

Service Desk functionality

In the functional part, ITSM systems are more powerful compared to Help Desk solutions focused on Customer Support:

  • ticket processing and management;
  • interaction with clients through various channels (email, personal account, phone, chat, social networks);
  • customizable interface;
  • the ability to program and implement your complex logic;
  • architecture that supports working on very large amounts of data (hundreds and thousands of simultaneous sessions);
  • integration possibilities;
  • functional report generators;
  • the ability to create a database.

How it works

Ticket management system. Service desk functions

Ticket Accounting and processing

Registration of a ticket, appointment of a responsible person, change of status, commenting and attachments.


The ability to interact with customers through various channels, including e-mail, a call to the dispatch service, applying through the client portal, a ready-made mobile application, or Telegram bot.

Flexible configuration of SLA (Service Level Agreement)

The level of customer service can be measured by a variety of parameters, but in most cases, the formal (i.e., fixed in the contract) quality criterion is the time of application resolution.

Tracking of tickets online

Including all important information on it: the appointment of the responsible person depending on the client, the current status of the ticket, the opening time of the ticket, attached files, and comments.

Service level evaluation

The ability to evaluate the execution of the ticket at closing. In addition to formal service quality criteria (SLA), it is important to monitor the subjective satisfaction of the client — after all, ultimately the decision on further cooperation will be made based on feelings, and not dry reports on compliance with the standards from the contract.

Key benefits of implementing Service Desk in your company

  1. Self-service portal

    Most customers prefer access to the knowledge base over any other service. Encourage self-service tickets for easily solvable cases. Provide useful content in various forms, including community forums, video tutorials, blogs, etc.This way, your team will reduce not only costs, but also the total number of support requests, and customers will be able to find answers faster.

  2. Organized ticket processing in a centralized system

    An important advantage that your business will get is the prioritization of all tickets. As soon as the user registers a ticket, the support service can set all the necessary criteria and divide them into categories. This is critically important for companies that deal with a huge number of requests for customer support. Thus, all tickets will be processed gradually according to the priority level, and there will be no downtime.

  3. Multichannel unites your customers

    The ticket processing system uses several channels to receive new applications. This means that your customers will choose the communication channel that is most convenient for them (online form, phone, messenger, email), combining everything into a single stream and facilitating the work of your support service. Also, in the process of solving the problem, the channel can be changed, this will not affect the processing of the ticket, because all the original data will be saved.

  4. High standards of customer service

    A Service Level Agreement (SLA) sets out in advance for customers what to expect from the process of solving their problem. A pre-agreed SLA brings clarity and clarity to the processing of each ticket, customers know about the current status of this ticket, and when it will be resolved.

    SLAs work in both directions: your support agents also see specific work goals, which allows you to maintain high standards of service.

How to implement Service Desk? Step by step guide

At Polontech, we provide ITIL\ITSM Integration services for Support Teams, according to the following plan: 

  1. Install. We create a new infrastructure based on Jira Service Desk.
  2. Migrate. Move your data and teams to Jira Service Desk from any service software
  3. Customize. Introduce changes to the source code to extend the feature set subject to your requirements.
  4. Integrate. Make Jira Service Desk seamlessly work with your current software and corporate infrastructure.

What do you get in the end?

  • Prioritization of requests based on the big picture.
  • More feedback from customers. When addressed, it boosts satisfaction and speeds development.
  • Service management adapted to your team’s workflow.
  • Support data ready to become a development roadmap.
  • Customer requests are never lost and perfectly traceable.
  • Fewer incidents and shorter time to resolution.

Want to discuss your project? We provide free consultations online, and in half an hour we discuss your project and offer an individual solution.

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