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A ticketing system is a help desk software program used to process, manage, and track customer issues from submission to resolution. Ticketing systems automatically organize and prioritize support requests in a central dashboard. Users can tag, categorize, and assign tickets as they come in.

Comparison chart of the top help desk ticketing tools Ticketing softwareStarting priceFree trialZendesk$55 per agent/month14 daysZoho Desk$20 per agent/month15 daysFreshdesk$0 (up to 10 agents)21 daysHappyFox$39 per agent/month14 days13 more rows ? 15-Aug-2023

How does a ticketing system work? A ticketing system works by first creating a document, or "ticket," that records the interactions on a support or service case. The ticket is shared between both the rep and the customer and logs their communication to one continuous thread.

This type of HR ticketing tool allows employees to submit tickets online or by phone, which can be accessed from multiple devices. The system also allows users to track the status of their requests, create escalation paths, assign tasks and receive feedback from other employees involved in the issue resolution process.

Ticket forms can be created for multiple types of support requests. These forms enable users to key in and specify support requests to an internal or external team of experts. They include details about a specific type of support request, allowing agents to have all the information in hand to resolve the ticket.

Ticket fields on a ticket form are visible to end users in the contact form, in the help center or Web Widget (Classic) for example, and to agents in a ticket, as shown here. Tickets contain other data that you can access using placeholders and the Zendesk API.

Ticket fields contain data about tickets. Support agents typically use them to gather and store additional information about specific customers and their queries. For example, when a customer reaches out about a problem with their order, you can save their order ID in a custom ticket field for future reference.