A good ticketing system is one of the most essential tools an effective service desk can have. Properly implemented, ticketing software can help service desks log, update, manage, and resolve incidents and service requests effectively.
In this article, we'll look at everything you need to know about them, their must-have features, and some of the top ITSM vendors in the market to choose from in 2025.
TL;DR
- A Ticket Management system streamlines the delivery of IT services by centralizing customer requests, ticket creation, and lifecycle management.
- Ticketing software makes IT support more efficient.
- The main ticketing software features to look out for are ticket logging and management, omnichannel support, automation, and integrations.
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What is a ticketing system?
A ticketing system, also known as an issue tracking system, is software that automates the manual tasks IT professionals carry out when handling incidents and service requests.
Put simply, in front-line IT support, you deal with two types of tickets:
- Incidents, which are break-fix.
- Service requests, which are there to handle requests for new hardware, software, or permissions.
A ticket management system allows you to handle these requests, so instead of the tech support person relying on post-it notes, emails, or spreadsheets, the system creates a new incident or service request every time a ticket is submitted.
In doing so, the software platform captures all the relevant customer data and requirements, and it generates a unique reference number so the ticket can be tracked throughout its lifecycle. Some ticket management systems also have additional tools and functionality to support Problem, Change, and Asset Management.
How does a ticketing system process work?
A ticketing system follows a structured flow that automates and guides support tasks from start to finish. While agents take action at key points, the system moves the ticket forward based on pre-configured logic, routing rules, and status updates.
Here’s how the process typically works:
1. Ticket creation:
The process begins when a user submits a request—usually through a portal, email, or chatbot. The system captures the user’s input, logs it as a new ticket, and records key information like contact details, issue description, urgency, and any attachments.
2. Categorization and prioritization:
Once created, the system applies categorization rules to label the ticket (e.g., software issue, access request). It then calculates the priority level based on predefined conditions such as impact, urgency, or SLA requirements. This step helps queue the ticket appropriately in the system.
3. Automated routing and assignment:
Based on the ticket's category and priority, the system routes it to the most suitable team or technician. Some setups include triage workflows or load balancing logic to distribute tickets evenly. Manual reassignment is possible, but in many cases, the system handles this automatically.
4. Investigation and diagnosis:
Once assigned, the technician reviews the ticket, communicates with the user if clarification is needed, and investigates the issue. The system may surface knowledge base articles or past related tickets to support diagnosis.
5. Resolution:
After identifying a fix or solution, the technician applies it and documents the steps taken. The system updates the ticket’s status and may notify the user automatically.
6. Verification:
Some systems pause the workflow here to wait for user confirmation. If verification is needed, the system prompts the user to confirm that the issue is resolved. If not, the ticket remains open or may be escalated.
7. Closure:
Once resolved and confirmed, the system transitions the ticket to a closed state. Details of the resolution are stored in the ticket history, supporting reporting and future reference.
8. Follow-up:
Many systems are configured to send a short survey after closure. This feedback loop helps measure support quality and pinpoint areas for improvement.
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Why is an IT ticketing system important for businesses?
An IT ticketing system is essential for maintaining structure, visibility, and accountability in support operations. Without it, requests can easily fall through the cracks, response times become inconsistent, and service quality suffers. A well-implemented system gives businesses a centralized way to manage incoming issues, standardize responses, and track performance against service expectations.
Beyond day-to-day operations, a ticketing system helps organizations detect trends and recurring problems. Through these insights, it can guide decisions around process improvement, staffing, and technology investments. It also builds institutional knowledge by capturing past interactions and resolutions, which support teams can reference to resolve future requests faster. Over time, this contributes to a more mature, responsive IT service approach that aligns with business needs and improves the overall user experience.
How to implement a ticketing system in 5 steps
Implementing a ticketing system is one of the most important actions you can take to improve your organization's IT service provision. We have an ITSM implementation checklist to help you out, but in short, remember the following:
- Understand your organization’s needs
Spend time learning how different teams operate. Talk to departments beyond IT to understand their expectations and pain points when it comes to support. This early involvement helps you find a tool that meets the broader needs of the organization — not just those of the service desk. - Gather and prioritize requirements
Observe your help desk team in action. Walk through real ticket workflows to see how requests are managed from start to finish. Use this insight to create a detailed list of requirements. Identify which ones are non-negotiable and which are optional, so you have a clear framework when evaluating vendors. - Research and select a vendor
Once you have a solid understanding of your needs, look into the available tools. Compare options based on functionality, integration, ease of use, and scalability. Include stakeholders in demos or trials to get well-rounded feedback and build early support for the solution. - Review your current processes
Before rolling out the tool, take a close look at how your team handles tickets today. If the current process has bottlenecks or confusing steps, a new tool won’t solve those. Clean up workflows and make sure they’re well-documented and easy to follow. - Implement gradually (and keep it simple!)
Start with the basics. Roll out core ticketing features first and let users get comfortable with the system. Add automation, custom fields, and integrations later, once the team is ready and the processes are stable.
8 ticketing system features to look for
The IT ticketing system market is a crowded one, but here are the essential features to look for:
1. Ticket logging and management
The clue is in the name! The most important thing your ticketing system needs to be able to do is to log and manage tickets quickly and effectively to establish a seamless ticketing process flow.
It should be easy to raise, update, and resolve issues, and you should be able to create templates of your most commonly occurring tickets.
2. Self-service capabilities
A self-service portal, service catalog, and knowledge base allow end-users to become more self-sufficient by empowering them to log and update their own incidents and service requests.
3. Omnichannel support
Colleagues don't all contact IT in the same way. Some call, some email, and some show up in person. So, having a strategy for ensuring that everyone is treated transparently and fairly, no matter how the ticket was logged, is essential.
Thus, ensure that your go-to ticketing platform can integrate with tools such as Zapier, Microsoft Teams, and email to enable IT to support customers using their preferred channels.
4. Ticket routing
It's not just about logging and resolving incidents and service requests; you must also route them effectively. Sometimes, you have to assign an incident to a different team or the next level of support if more specialized knowledge is required.
To achieve this, help desk tools must provide features like automatic assignment of tickets, workflows, and simple ticket escalation options. Regardless of your ticketing system, ticket reassignments and escalations are vital parts of the ticket management lifecycle. So, ensure your tool can support this and that the functionality is easy to use.
5. Automation
Your ticketing system can use workflow automation to free up your help desk to focus on the most valuable customer interactions. Create workflows to automate routine processes across IT and the rest of the business.
6. Integrations
The help desk is too important to work alone, so look at how it can link to other systems within your organization. One integration in particular to leverage is combining support ticketing systems with an Asset Management platform because it'll provide your agents with all the information they need to solve issues faster and more efficiently.
7. Reporting & analytics
There's nothing like solid metrics to keep us all accountable. Done well, reporting can help identify blockers and pain points and be used as the basis for Problem Management and continuous improvement practices.
8. AI capabilities
Artificial intelligence is leading the way when it comes to technology innovations that help enhance the efficiency, precision, and user satisfaction of service processes.
The implementation of AI-driven features introduces intelligent automation and predictive insights, leading to the simplification and streamlining of Ticket Management in the IT support domain.
This includes functions such as summarizing tickets, creating knowledge article drafts, and suggesting improvements to agents answers. This way, it doesn't just improve the workflow for support agents but also heightens the overall experience for end-users.
Best ticketing system software options in the market
- InvGate Service Management
- ManageEngine
- Hornbill
- TOPdesk
- Ivanti Neurons
- SysAid
- Freshservice
- Zendesk
- SolarWinds
- Marval
1. InvGate Service Management
InvGate Service Management is the all-in-one solution to streamline your IT operations. It's a centralized platform that's suitable for companies of all sizes and offers on-premise and cloud implementations.
Its user-friendly interface not only improves the adoption rates by end-users but also helps the implementation time by allowing your agents to start working with it in no time and with very little training time required.
InvGate Service Management software features
- An intuitive ticketing system.
- Self-service capabilities (knowledge base, self-service portal, and service catalog).
- Support automation features (a no-code workflow builder, alerts, and notifications).
- Customizable reporting and dashboards.
- ITIL-certified practices.
- Add-on modules to include Asset Management and gamification.
- SLA Management.
- AI capabilities.
And you can explore all of these for free for 30 days or navigate through the live demo.
InvGate Service Management pricing
Pricing starts at $17/agent/month (billed annually).InvGate Service Management review rating
- Gartner: 4.6
- G2: 4.7
2. ManageEngine
ManageEngine overview
ManageEngine provides a consistent solution for IT Service Management with key features such as Incident, Problem, Change, Asset, and SLA management, self-service features, a CMDB to manage configuration items, IT project management, and reporting.
ManageEngine pricing
ManageEngine ServiceDesk Plus has three pricing tiers:
- Standard: $ 13 per technician per month.
- Professional: $27 per technician per month.
- Enterprise: $67 per technician per month.
ManageEngine review rating
- Gartner: 4.3
- G2: 4.2
3. Hornbill
Hornbill overview
Hornbill is a help desk ticketing system designed to streamline IT and business workflows. It centralizes service requests, enabling teams to track, prioritize, and resolve issues efficiently. With features like automation, reporting, and self-service portals, it helps organizations improve response times and maintain SLA compliance.
Hornbill software features
- Customizable workflows
- Self-Service portal
- Collaboration tools
- Analytics and reporting
- Integrations with third-party tools and systems
Hornbill pricing
Hornbill uses a subscription pricing model charged per user per month, but exact prices are not publicly disclosed. While basic customer support is included, Hornbill offers three distinct support plans that require additional fees, allowing organizations to select higher levels of support based on their needs.Hornbill review rating
- Gartner: 4.1
- G2: 4.5
4. TOPdesk
TOPdesk overview
TOPdesk is a ticketing software that includes tools to manage IT services effectively and ensure business continuity.
TOPdesk software features
- Incident and Problem Management
- Change Management
- Self-Service portal
- Reporting and analytics
- Integrations
TOPdesk pricing
Pricing starts at $66 per user/month. Plans include Essential, Engaged, and Excellent tiers.TOPdesk review rating
- Gartner: 4.5
- G2: 4.1
5. Ivanti Neurons
Ivanti Neurons overview
Ivanti Neurons helps organizations meet company demands and streamline IT processes.
Ivanti Neurons software features
- ITIL-aligned processes
- Integration with IT Asset Management
- Omnichannel support
- CMDB
Ivanti Neurons pricing
Ivanti Neurons for ITSM costs vary depending on the number of users and the features selected. The pricing isn't disclosed.Ivanti Neurons review rating
- Gartner: 4.3
- G2: 3.9
6. SysAid
SysAid overview
SysAid is a helped desk software and ITSM solution. It comes with an ITIL package, workflow automation, third-party integrations, advanced customization, and Service Level Management.
SysAid pricing
SysAid has three pricing tiers, Help Desk, ITSM, and Enterprise, but the price point isn't disclosed.SysAid review rating
- Gartner: 4.4
- G2: 4.5
7. Freshservice
Freshservice overview
Freshservice is an intuitive ticketing solution to automate repetitive tasks, remove data silos, and reduce costs.
Freshservice software features
- Integrations with communication tools to provide omnichannel support
- Knowledge base and self-service options
- AI capabilities
Freshservice pricing
Freshservice offers four pricing tiers:
- Starter: $19/agent/month.
- Growth: $49/agent/month
- Pro: $99/agent/month
- Enterprise, custom pricing.
All plans are billed annually.
Freshservice review rating
- Gartner: 4.3
- G2: 4.6
8. Zendesk
Zendesk overview
Zendesk is a platform oriented to customer service, with a focus on experience. It offers products for service and sales.
Zendesk software features
- Self-service capabilities
- Omnichannel support features
- AI and bots
- Collaboration tools
- Integrations
Zendesk pricing
- $19/agent/month (billed annually).
Zendesk review rating
- Gartner: 4.2
- G2: 4.3
9. SolarWinds
SolarWinds overview
SolarWinds is helpful to better control your IT processes and improve customer service. It specializes in industries with tight controls and audits.
Solarwinds software features
- Integrated IT Asset management
- Self-service options
- Problem, Change, and Incident Management
Solarwinds pricing
There are three pricing tiers for SolarWinds Service Desk.
-
- Essentials: $39 per month / per technician
- Advanced: $79 per month per technician
- Premier: $99 per month / per technician
Solarwinds review rating
- Gartner: 4.3
- G2: 4.3
10. Marval
Marval overview
Lastly, Marval offers a powerful Enterprise Service Management solution to enhance productivity and customer service and improve control and accountability. It has a user-friendly interface, cloud and on-premise options, and easy implementation.
Marval pricing
Not disclosed.Marval review rating
- Gartner: 4.0
- G2: Not listed.
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The bottom line
The reality is that a ticketing system will enable your IT support teams to handle support requests more effectively and efficiently, delivering better outcomes to end-users. It will help you manage, control, and protect your IT infrastructure, keep costs under control, and plan for future challenges.
When selecting ticketing system software, don't forget to keep in mind your company's needs and must-have features such as automation, integrations, and self-service capabilities – they will make the difference in the long run, we can assure you!
Lastly, if you want to know if InvGate Service Management is the right tool for your organization, our experts are ready to jump in and answer your questions!
