Ticket Management In ITSM: 9 Essential Tools For Effective Implementation

ITSMTicket Management

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How does IT helpdesk ticketing work? Here is the Complete Guide

If you are looking for ticket management tools to simplify and enhance the ticketing system of your business, this article provides you with a one-stop solution.

Any closed group IT infrastructure faces incidents (IT-related problems such are fixing the mouse of a user, installation of software, email or device-related problem, and more) on a day-to-day basis. The sooner these incidents are fixed the more cost and time are saved and possible hazardous incidents are prevented.

IT ticketing system comes in handy to resolve these incidents asap. So how does helpdesk ticketing work? To answer the question, understanding the different incidents and helpdesk ticketing system is essential. While an incident is an event, a ticket is detailed documentation of the same event. In the IT helpdesk ticketing system, incidents are created in the following manner:

Below image shows different tools upon clicking the ‘show Tickets tools’ option:

The toolbar displays different tools options as showcased below:

Once the incident is created you can refer to the details of the ticket via various ticket management tools which include:

1.Performance Metrics  

This tool helps identify the server name of the ticket, monitor name, date of the incident creation, and resolution interval. Apart from this one can access various charts that describe the actions taken by the help desk ticketing software to resolve the incident.

Upon clicking the performance metrics tool option, the following window appears on the screen:

There are various server types such as Windows, Linux, macOS, or Hypervisor depending on the origin of the incident. Similarly, some of the best customer support ticketing systems provide numerous monitor types to choose from such as file systems, Software, Event logs, fileage, CPU, and much more. One of the best helpdesk ticketing systems, MIRAT provides around 40 monitor types that enhance the performance metrics of a ticket.

2.Triage Live Poll  

While numerous ticket management systems provide similar tools to effectively resolve tickets, the Triage Live Poll tool has something unique to occur. This special feature of MIRAT assists one in finding one asset problem through another asset which can be resolved from the existing asset. For example, through this tool, one can resolve a problem of another operating system from the present operating system.

3.Inventory Details  

A service desk ticketing system has another tool namely the inventory details which provides information on the server through graphical representation. The third tool as showcased below is the ‘inventory details’ tool:

Upon clicking the option the following window appears:

One can access information on CPU usage, memory used, Filesystem, swap memory, and other details through this window.

4.Root Cause Analysis  

Among the many ticket management tools, root cause analysis is useful in knowing the status of the server of a particular ticket. This gives the user an idea of the root cause of the incident. The MIRAT help desk software showcases the root cause analysis of an incident through a graphical representation of various connections of the server. The fourth option on the toolbar displays the root cause analysis option as showcased below:

Upon clicking the option the following window appears on the screen: