How to Choose the Right IT Ticketing System? A Complete Guide

The world of technology is constantly evolving, and with it comes the never-ending stream of support requests from employees and customers. Managing and resolving these requests can be overwhelming for support agents or technicians, but with the right modern ITSM system, it's a whole new ball game! Whether an employee requests access to a new software application or an employee or customer reports a technical issue with your product, a robust system can empower you to keep track of these requests and ensure they're resolved in a timely manner, relieving the stress of the workload.

Why do enterprises change their existing ITSM system?

Enterprises often find themselves at a crossroads with their current ITSM systems. While these tools may have once served their needs effectively, several factors can prompt an organization to seek a change. Whether it’s driven by technological advancements, frustrations with system features, rising costs, inadequate support, or shifts in leadership vision, understanding the underlying reasons for these changes is crucial. This understanding empowers decision-makers, giving them the confidence to make informed choices. Below, we explore five common triggers that lead enterprises to reevaluate and replace their ITSM systems:

1. Technology upgrades: Technology evolves rapidly, and ITSM systems built on outdated architectures need to catch up. For example, many organizations transitioned from on-premise solutions to cloud-based platforms like ServiceNow due to the latter's modern architecture. Staying updated with these technological advancements is not just a necessity but also a competitive advantage. Similarly, as we move towards generative AI-based systems, enterprises are expected to upgrade to more advanced ITSM tools that can handle the complexities of AI-driven processes, ensuring they stay competitive and efficient.

2. Feature Irritation or lack of configurability: Over time, certain features or the lack of customization options can become a source of frustration for users. For instance, an ITSM tool might send excessive emails without an easy way to adjust the settings, leading to user dissatisfaction. The inability to configure these features to meet specific needs often drives organizations to seek alternative solutions that offer better flexibility and user control.

3. Pricing: The cost of maintaining an ITSM system can rise significantly over time. What was affordable a few years ago may no longer fit within the current budget significantly if the vendor increases prices without delivering additional value. Organizations may switch to more cost-effective solutions that offer better investment returns.

4. Support: Support quality is a crucial factor in the decision to change ITSM systems. A vendor providing inadequate support, with slow response times or a lack of meaningful updates, especially for mid-sized clients, can severely impact operations. Organizations often look for ITSM providers to offer robust, responsive support to address their issues promptly.

5. Change of Leadership: New leadership often brings new visions and priorities. For example, a newly appointed CIO may prioritize tools incorporating generative AI to improve efficiency and reduce costs. As a result, the organization may shift to ITSM systems that align with the new leadership's strategic goals, even if it means replacing the existing system.

Important to note - ITSM product landscape is changing 

Three critical changes are underway in the ITSM market that any potential buyer should be aware of.

1. Changing Expectations:

Whether it's an employee requesting access to new software or reporting a technical issue, having a robust system to track and resolve these requests promptly is essential—or at least, that’s been the traditional expectation of ITSM systems.

However, our understanding of what an ITSM system should do is shifting. Many IT operations leaders now expect their ITSM system to go beyond just tracking and reporting. With the advent of GenAI, enterprise search, automation, and newer service delivery channels like Microsoft Teams and Slack, the new expectation is that ITSM systems should also reduce overall ticket volume through automatic resolutions and deflection. This marks a significant shift from earlier times when self-service was desired, but most didn't expect serious ticket reduction or automation from their ITSM system. In fact, many enterprises would invest in expensive third-party automation tools and services to achieve this goal.

2. Changing Technology & Architecture:

The ITSM landscape has evolved significantly since the introduction of GenAI (Generative AI). Initially, AI was integrated into ITSM products like Rezolve.ai to enhance language understanding and automate basic tasks. During the COVID-19 pandemic, AI's role became even more critical, helping organizations support remote workforces more efficiently.

Key Technological Shifts:

• GenAI Integration: GenAI has revolutionized ITSM by enabling systems to understand and respond to user requests with greater accuracy. This technology is now a key differentiator in the market, with many ITSM platforms racing to integrate GenAI capabilities. Products built with AI from the ground up, like Rezolve.ai, have a distinct advantage, as they are inherently designed to leverage these capabilities.
• Automation Evolution: Automation in ITSM has progressed from complex, time-consuming integrations to more user-friendly, no-code/low-code solutions. Modern ITSM platforms now include built-in automation studios that allow for easier integration with other enterprise applications. This has reduced the reliance on third-party tools and has made automation more accessible and effective.
• Integration Advancements: The pain of integrating ITSM systems with other enterprise applications has diminished. What used to be a lengthy, complex process now benefits from off-the-shelf solutions and advanced integration hubs within ITSM platforms. These hubs enable seamless connectivity across various tools and systems, making ITSM a central part of the enterprise ecosystem. This shift allows ITSM systems to go beyond ticket management, facilitating broader automation and process enhancements across the organization.

3. Changing Service Delivery Channels:

The traditional portal-based service delivery model is being phased out in favor of more modern, user-friendly channels. Historically, ITSM systems relied heavily on portals for service requests, but these portals often needed to be more utilized, with most employees preferring emails and phone calls. This disconnect led to inefficiencies and a poor user experience.

Emerging Service Channels:

• Microsoft Teams and Slack: These platforms have emerged as the new front-runners in service delivery channels. With more employees using these tools for daily communication, integrating ITSM into Microsoft Teams and Slack has become a game-changer. These channels allow for real-time support and service request management directly within the platforms employees are already using.
• Portal Redundancy: The rise of these new channels has rendered traditional IT portals less relevant. For instance, Rezolve.ai, which operates without a portal, achieves higher adoption rates by offering its services entirely through modern communication platforms like Teams. This shift reflects a broader trend in ITSM towards simplifying access to services and enhancing user experience.

Key characteristics/features of a Modern ITSM

Here are some key features that characterize a modern ITSM system. These capabilities, driven by GenAI and other advanced technologies, are reshaping how IT service management is approached today.

1. GenAI-Based Enterprise Search and Knowledge Management

Modern ITSM systems leverage GenAI to enhance enterprise search and knowledge management capabilities. These systems can now pull relevant information from various sources like SharePoint or web repositories and provide accurate answers quickly. By using GenAI, many inquiries are deflected before they even become tickets, significantly reducing the workload on IT teams. The accuracy of the responses is crucial, ensuring that users receive the correct information the first time.

2. GenAI-Based Agent Efficiency Features

• GenAI-Based Knowledge Creation: Modern ITSM systems allow for the rapid creation of knowledge articles using GenAI. This enables agents to generate and update articles efficiently, filling knowledge gaps swiftly.
• GenAI-Based Ticket Summarization: When tickets pass through multiple hands or have extensive histories, GenAI can summarize them, providing a clear, concise overview for agents. This includes potential resolution plans, reducing the need for manual review.
• GenAI-Based Smart Email Management: Emails, though labor-intensive, remain a vital communication channel. Modern systems use GenAI to automatically categorize emails, generate intelligent responses, and create tickets with the appropriate classification, streamlining the process and reducing manual effort.

3. Service Catalog

Modern ITSM systems now feature highly configurable service catalogs. Unlike older systems with limited flexibility, these catalogs are more accessible to deploy, customize, and integrate with bots. When a service entry is created or modified, the bot can automatically ingest this information, eliminating the need for manual form creation. This integration enhances service delivery and user experience.

4. Problem and Change Management

In problem and change management, simplification is essential. Modern ITSM systems aim to streamline these traditionally cumbersome processes. Simplified change management reduces resistance among users, ensuring smoother transitions and more efficient problem resolution.

5. Reporting

Modern ITSM systems offer highly configurable reporting tools, often with capabilities similar to Power BI or Tableau. Users can create custom dashboards, click on interactive elements, and automate report distribution. This level of customization and automation distinguishes modern ITSM systems from their older counterparts, which often had rigid and limited reporting options.

6. Automation

A crucial feature of modern ITSM systems is a robust automation studio, typically offering no-code or low-code environments for creating flows and business rules. Unlike older systems, where automation was often limited to the service catalog, modern systems provide standalone integration hubs, enabling comprehensive automation across various ITSM processes. This flexibility is essential for adapting to the evolving needs of IT operations.

Tips to Choose the Best-in-class IT Ticketing Software Solution  

When selecting a robust IT ticketing software, there are several factors that an organization should consider to ensure that it meets its specific requirements. Some of the key considerations include:

1. Business Needs
   The ITSM ticketing system should align with the business needs and requirements. It should be able to handle the volume of requests and incidents, provide efficient workflows, and support the organization's processes. 

2. Budget
   The cost of the IT ticketing tool should be considered, including the initial investment and any ongoing maintenance costs. The organization should consider the ROI of the system and the potential benefits it can provide.  

3. Scalability
   The ticketing system should be able to scale with the organization's growth and expansion. It should be able to handle increasing volumes of requests and incidents and adapt to new business requirements.  

4. Ease of Use
   The IT helpdesk ticketing system should be user-friendly and intuitive, with easy-to-use interfaces for both end-users and IT support staff. This can help to reduce training costs and improve productivity.  

5. Integration with Other Tools
   An AI-enabled ticketing platform should be able to integrate with other tools and applications that are used within the organization, such as asset management, monitoring tools, and collaboration platforms. 

6. Security and Compliance
   A modern ticketing system should meet the organization's security and compliance requirements, including data protection, access control, and auditability.  

By considering above-mentioned factors when selecting an IT ticketing system, organizations can ensure that they choose a solution that meets their needs and provides maximum value.

Which are the Best IT Ticket Management Tools on the Market?

Now, it's time to look at some fantastic ITSM ticketing systems that will dominate 2023 and beyond.

Rezolve.ai

Rezolve.ai is a modern ITSM solution integrated within MS Teams, that offers conversational ticketing systems by leveraging technologies such as Generative AI, machine learning (ML) and natural language processing (NLP), making it easier for the modern workforce to gain instant IT support. At Rezolve.ai, we believe seamless employee experience should be a top priority, with support readily available in under 15 seconds.

Rezolve.ai's modern conversational ticketing system enables the modern workforce to receive personalized support without relying on outdated communication methods like phone calls and emails. By providing a conversational IT ticketing system, employers can help their employees generate, track, and resolve tickets quickly and efficiently. The bot automatically sends updates of the tickets on popular collaboration platforms like MS Teams, where employees spend most of their time. Once a ticket is resolved, it is automatically closed, and employees receive notifications accordingly. 

Freshdesk  

Freshdesk is a well-known ticketing platform that provides omnichannel assistance, enabling businesses to handle support requests from many channels. Freshdesk is an online customer service tool designed to assist companies in providing exceptional customer support regardless of their size. It transforms inquiries from various communication channels such as email, website, phone, chat, and social media into tickets and consolidates ticket resolution across all channels.

The simplicity of use, automation capabilities, reduced ticket volume, improved handling time and reasonable costs are positives. 

Zendesk

Zendesk is a comprehensive ticketing system that offers a wide range of features for IT support, including self-service, automation, and collaboration tools. Zendesk offers a whole customer support package that is simple to use and expands your business. 

Some of the advantages include scalability, flexible pricing, and integration with other tools. It exhibits a steep learning curve and limited reporting and analytics features. 

Jira Service Management

A ticketing system included in the Atlassian toolkit is called Jira Service Management. It features advanced workflows, automation, and teamwork, and its tools are designed to help you unlock high-velocity teams, bringing visibility to work.

Personalized workflows, integration with other Atlassian tools, and offer variable pricing are benefits. Drawbacks include complexity and a lack of features for reporting and analytics. 

Microsoft Ticketing System

Microsoft provides several ticketing solutions, such as Microsoft Power Apps and Microsoft Dynamics 365 Customer Service. The Microsoft helpdesk operates using your Office 365 subscription and does not require any extra cloud or services. Additionally, you maintain complete control over your data. With conversational ticketing for Microsoft Teams, you can generate and handle service requests without leaving the Microsoft Teams platform. You can quickly sort through tickets, streamline processes, and resolve problems efficiently.

The pros include flexible workflows, powerful automation options, and easy connection with Microsoft technologies. Disadvantages include a higher price tag in comparison to certain alternative solutions and a constrained feature set. 

Implementation and Maintenance of an IT Ticketing System

‍Implementing and maintaining an IT ticketing system can be a complex process, but it's essential for organizations to streamline IT support and improve overall employee experience. Here are some key considerations for implementing and maintaining an IT ticketing system 

• Planning for Implementation
  Before implementing an IT ticketing system, it's important to plan and prepare for the implementation process. This includes identifying the specific needs and requirements of the organization, selecting the appropriate system, and defining the implementation timeline and budget. It's also important to identify key stakeholders and establish communication channels to ensure that everyone is informed and involved throughout the process.
• Training and Adoption
  Once the IT ticketing system is implemented, it's important to provide training and support to help users adapt and use the system effectively. This includes providing training sessions and user guides, as well as addressing any concerns or questions that users may have. To encourage adoption, it can be helpful to incentivize users and provide ongoing support and feedback.
• Maintenance and Upgrades
  Maintaining an IT ticketing system involves ongoing management, monitoring, and maintenance to ensure that the system is running smoothly and efficiently. This includes tasks like monitoring system performance, troubleshooting issues, and implementing upgrades and updates as needed. It's important to establish a maintenance plan and schedule regular system reviews to identify any areas that need improvement. 

Implementing and maintaining an IT ticketing software requires careful planning, effective communication, and ongoing attention to detail. By following these best practices, organizations can streamline IT support, improve employee experience, and achieve greater efficiency and productivity.

Annexure -

What is an IT Ticketing System?

An IT ticketing system can be defined as a modern solution designed to organize and track the resolution of issues or requests within an information technology (IT) domain. It acts as a centralized tool for employees and customers to report the issues they face and seek assistance and relevant information from IT support teams or technicians. When an employee submits a ticket or reports an issue, a modern ticketing platform generates a ticket, essentially a record containing details of the request or problem.

What are the Three Types of Tickets in an IT Ticketing System?

Typically, there are three main categories of tickets:

1. Tickets for Incidents
   Tickets for incidents are used to record and handle unanticipated disruptions or problems in IT services. These interruptions could be caused by hardware or software malfunction or a user having trouble with their computer or software. The purpose of incident tickets is to quickly address problems and return operations to normal as soon as possible.
2. Tickets for Service Requests
   Tickets for service requests are used for planned or repetitive IT services and tasks that do not involve fixing an urgent problem. These requests often entail routine processes like requesting software installations, hardware upgrades, password resets, or access permissions. Service request tickets are handled according to a predetermined priority and are typically less urgent than incident tickets.
3. Tickets for Change Requests
   Tickets for change requests are used to suggest, record, and manage changes to IT systems, processes, or infrastructure. Software upgrades, hardware substitutions, password resets, laptop configuration, or any other modification to the IT environment may be included in these changes. The purpose of change request tickets is to ensure that changes are carefully planned, tested, and approved before implementing them to minimize disruptions and maintain system stability.

Why is a Ticketing System an Important Tool in an IT Department?

An IT department's ticketing system is an important tool for IT organizations for several reasons not limited to: 

Effective Issue Tracking

An IT ticketing tool enables IT support teams to track and handle various IT-related requests and issues effectively. Each ticket includes crucial details about the issue, such as the description, priority level, requester information, and status. The IT support agents or technicians can easily prioritize and deal with each issue methodically.

Enhancing Communication and Collaboration

By using effective IT ticketing system, IT departments and end-users can communicate and collaborate more effectively. Users can use this centralized tool to report issues, get the right help, and get updates on how their problems are doing. This eliminates the possibility that issues will be reported via unrelated channels (email, phone calls, etc.) and enables IT agents to respond promptly and uniformly.

Investors Community Bank Boosts Efficiency with Rezolve.ai's Conversational Ticketing System

Explore our case study

Setting Priorities and Managing SLAs

IT teams can determine which issues should be handled first by assigning tickets to different priority levels, which is typically supported by IT ticketing systems. Tickets may also be linked to Service Level Agreements (SLAs), guaranteeing that response and resolution times are met, which is essential for upholding high service quality and user satisfaction.

Allocating Resources Effectively

IT managers can more efficiently allocate resources based on the volume and urgency of incoming tickets when using a ticketing system. This makes it possible to guarantee that urgent matters receive prompt attention while routine tasks and requests are efficiently managed.

Keeping Historical Records

A historical record of all problems and requests, along with their fixes, is kept by ticketing systems. This data can be beneficial for analyzing trends, troubleshooting recurring issues, and making wise system improvement and investment decisions.

Monitoring of Accountability and Performance

Systems for tracking tickets make it clear who is in charge of each and how long it takes to resolve it. Accountability aids in performance evaluation and points out areas requiring more training or resources.

Workflow Automation

Numerous ticketing platforms provide automation features that can simplify repetitive tasks like password resets or regular maintenance. This frees up IT staff to concentrate on trickier problems and strategic projects.

Reduce the Cost

IT ticketing systems help organizations in cost control and reduction by effectively managing IT resources and streamlining workflows, ensuring that IT services are provided cost-effectively.

How Does an IT Ticketing System Work? 

Imagine an organization that provides its staff assistance through an IT helpdesk. 

Suppose John is an employee of a multinational company. Since 2020, John has been working remotely from his home, and whenever he experiences IT-related trouble like password errors, failure in installing software or difficulty accessing documents, he immediately creates a ticket or calls the support team. The ticket includes details about the issue, such as the error message he received and the steps he took before encountering the issue. 

However, an IT support agent needs almost 1- 2 hours to fix the issue remotely. Employees frequently feel cut off from the organization due to this delayed and fragmented support. But, if his company uses an IT ticketing system,  John can automatically create an employee ticket using an AI chatbot that works right within MS Teams. All he has to do is to interact with the smart chatbot. When the issue isn't resolved, or an employee is unhappy with the response, the smart chatbot may escalate the ticket to a higher level of support (L2) or assign it to a dedicated IT support agent for further investigation.

The IT support agent evaluates and updates the ticket with his/her findings and any actions they took to fix the problem. As soon as John's issue is resolved, he can close the ticket, and the system automatically notifies him. 

A modern IT ticketing solution is essential for any IT team that needs to manage and track support tickets of requests efficiently and organizationally. It helps ensure that support tickets or requests are addressed promptly, and issues are resolved on time, which is critical for maintaining employee productivity and business ROI.

Traditional IT Ticketing Systems Vs. Modern IT Ticketing Systems

• Traditional IT ticketing tools and modern IT ticketing tools are two different ways of managing IT support. While the modern approach uses cutting-edge technology and automation to streamline the IT support process, the traditional IT ticketing systems depend on manual processes and only a minimal amount of automation. 

• The time-consuming manual process used in traditional IT ticketing systems include paper-based forms and email requests. These systems are labor-intensive and time-consuming, which causes delays in resolving IT problems. Moreover, traditional systems are unable to automate processes like ticket assignment, prioritizing, and escalation.  

• On the other hand, modern IT ticketing platforms make use of advanced technology, including artificial intelligence (AI) and machine learning algorithms, to automate processes and minimize manual labor. Based on the issue category, these systems can automatically allocate tickets to the right team member, prioritize tickets based on urgency, and, if necessary, escalate tickets to higher-level employers. 

• An AI-powered IT ticketing software also provides a number of features and advantages that outdated systems do not. Modern systems, for instance, can offer real-time reporting and analytics, allowing IT staff to see trends and enhance their support procedures. Self-service portals are frequently included as well, which let customers submit and follow up on their own tickets, lessening the burden on IT employees.  

• Another significant advantage of modern IT ticketing solutions is their integration capabilities. To provide a seamless IT support experience, these solutions can interface with other IT tools, including asset management and monitoring tools. 

• Modern IT helpdesk ticketing systems utilize advanced technology and automation to streamline IT assistance, while traditional IT ticketing platforms rely on human processes and lack automation. Modern systems are the apparent choice for businesses wishing to streamline their IT support procedures because of their cutting-edge features and advantages, which provide a more effective and efficient approach to managing IT assistance.

What are the Key Benefits of an IT Service Desk Ticketing System?

Cost-effective

The cost of an IT service desk ticketing solution can vary widely, from free to thousands of dollars per month, depending on the features and number of users. It's important to consider your budget and the value you'll get from the system.  

Scalability

As your organization grows, your IT support needs may change. It is important to choose an IT helpdesk ticketing system that can scale with your organization and handle increased ticket volumes.  

Personalization

Some IT service desk ticketing software solutions offer extensive personalization options, while others are more rigid. Consider whether you need to tailor the system to fit your organization's specific needs.

Seamless Integration

Integration capabilities are important if you use other IT tools, such as asset management or monitoring tools. Ensure the ticketing system you choose integrates with these tools to provide a seamless IT support experience. 

Security

ITSM ticketing systems can contain sensitive information, so security is a critical factor to consider. Ensure that the IT ticketing tool you choose has adequate security measures, such as two-factor authentication and encryption. 

Instant Employee Support and Service

The quality of employee support and service provided by the IT ticketing software vendor is also an important factor to consider. Make sure they offer timely and effective support in case you encounter any issues. 

Mobile Compatibility

With the increasing number of remote and in-office employees, it's essential to choose a robust ticketing system that is mobile-friendly and can be accessed from anywhere. 

Reporting and Analytics

An AI-enabled IT ticketing platform offers real-time reporting and analytics, which can provide valuable insights into the performance of your IT support team. Consider whether this feature is important for your organization. 

Training and Onboarding

Choosing an advanced A-powered IT helpdesk ticketing tool that offers adequate training and onboarding resources for your team is important to ensure a smooth transition and maximum adoption.  

Third-party Reviews

Reading reviews from other users and industry experts can be a valuable source of information when choosing a ticketing system. Consider reading third-party reviews to get a sense of the strengths and weaknesses of different systems. 

By considering these factors, you can make an informed decision when choosing an IT ticketing system that meets the unique needs of your organization 

Amazing Statistics Related to IT Ticketing Tools

Below are some jaw-breaking statistics about IT helpdesk ticketing system:  

• According to the HDI Support Center Practices & Salary Report 57% of support centers experienced a rise in ticket volume. As per reports, 13% of desktop support teams noted a decline in ticket volume in the past year, which was mainly due to the increased competence of service desk staff. To provide effective support, support centers consider incident management, knowledge management, and remote-control tools as the top three must-have technologies, ranked in order of importance. 
• A study by Freshservice found that using a ticketing system can reduce response times by 50% and resolution times by 75%. 
• According to Zendesk, agents receive feedback on customer satisfaction ratings through surveys that are dispatched when the ticket is marked as "Solved." The survey results are displayed on the agent's dashboard and in the section called "Rated Tickets from the Last 7 Days." Agents can view the number of good and bad tickets for the current week and the overall satisfaction rating for themselves and all other agents in Zendesk Support for the past 60 days (about two months), including the current day, on their dashboard. 
• A survey by ManageEngine found that the top three benefits of using a ticketing system are improved productivity (44%), better tracking of issues (35%), and increased customer satisfaction (21%). The same survey found that 78% of respondents said that a ticketing system helped them identify and resolve issues faster. 
• A study by SysAid found that the average cost of resolving an IT issue without a ticketing system is $45, compared to just $22 with a ticketing system, resulting in a 51% reduction in costs. 

Conclusion 

By streamlining operations and providing personalized assistance, it boosts efficiency, provides seamless employee support, and reduces the workload of support agents. Additionally, the customizable IT helpdesk ticketing system interacts with current workflows and provides insightful data, enhancing effectiveness and accelerating IT support response times. An organization's IT ticketing system ultimately increases IT support operations, employee productivity, and seamless service.

FAQs 

1. What should I look for in a ticketing system?
When choosing a ticketing system, you should consider factors such as the features and functionality of the system, ease of use, scalability, integrations with other tools, reporting and analytics capabilities, pricing, and customer support. 

2. Which ticketing tool is best?
The best ticketing tool for you will depend on your specific needs and requirements. Some popular ticketing systems include Rezolve.ai, Zendesk, Freshdesk, ServiceNow, JIRA Service Desk, and Salesforce. 

3. How can I make my ticketing system better?
To make your ticketing system better, you could focus on improving the user experience for both your agents and customers, implementing automation and self-service options to reduce manual workload, and utilizing analytics to gain insights into ticket trends and areas for improvement. 

4. What ticketing system in IT support?
There are many ticketing systems used in IT support, including some of the popular ones mentioned earlier, such as Rezolve.ai, Zendesk, Freshdesk, and ServiceNow. Ultimately, the choice of ticketing system will depend on your specific needs and requirements. 

5. What are the problems with the ticketing system?
The most common complaint among users of a traditional ticketing system is the slowness of the system. Due to the multitude of functions performed by these systems, they often experience a decrease in speed, which can make their use more challenging than necessary.