What is a helpdesk ticketing system?

A helpdesk ticketing system collects, organizes, and tracks all of your customer support queries from various channels and manages them from one place. With their ability to streamline processes, organize information, and simplify interactions, helpdesks prevent important requests from slipping through the cracks. Here’s how it works:

  • A user submits a ticket to your team via email or a self-service portal.
  • Upon receipt, the software logs the ticket and automatically assigns the matter to the person who can help. Through machine learning, more advanced helpdesk systems can reply to most inquiries intuitively, leaving only the most complex issues for the service team. This is known as human-in-the-loop (HITL).