Help Desk Ticketing System

What is Help Desk Ticketing System?

Help desk ticketing system or Ticket management software is a centralised help desk software to manage all customer request at one place. It consists of two portals one for staff and second for customers or end users. The end users submit their issue or request and the system creates a ticket with a unique id called as ticket hash.

Further, Staff members can respond to a ticket and work on it to resolve the issue. Customers can track the staff’s reply and ticket solutions.

The ticket management software can also parse emails using POP3 / IMAP / PIPING methods and convert the emails in to a ticket, Staff members can categorise and prioritise tickets and assign them to the right staff agent in your organisation.

Help Desk Ticketing System

Robust Ticketing Software

help desk system - ticket management software

Tree Structure

Categorize tickets with tree structure for company, department and tickets status

Ticket Listing Views

Create custom ticket listing views, see only columns that are important for you.

Flags, Labels and Tags

Separate out important tickets using flags, labels or tags

Advance Search

Search your tickets database with different crietria get exact result that you are looking for.

Custom Filters

Create one click filters for search results and use it any time later.

Help Desk Ticketing System Automation

Automate tickets flow using workflow rules, define actions based on events and criteria.

  • Workflow

    Automate your tickets workflow using rule based criteria and decide what action system should take on matching specific criteria conditions.

  • SLA & Escalation

    Setup business hours, create multiple SLA and multi level escalation rules to offer timely response and resolution to your customers.

  • Notification

    Create alert rules based on events and ticket related criteria, get notified to your personal email account.

  • Macros

    Automate multiple ticket operations (changing status, department, priority and other ticket properties) with one click.

Ticketing System With Shared Inbox

Email has a limitation its a one to one communication, where as in help desk system every ticket has a ticket hash using that you can track whole communication of staff agents with your customers. everyone in team is on one page.

multi channel ticketing system

Multi Channel

Convert email, phone, chat, facebook, twitter, and web requests into tickets and keep them organized at one team inbox. Get a graphical statistics to know which channel your customers use more to comminicate with you.

internal ticket - IT help desk system

Internal Ticket

There is time when we wish to simply create a ticket without linking it with any customer and nor we want to send out any email – internal ticket is your perfect choice. Just like regular tickets other staff members can respond to it and get certain task accomplished.

Agent Collision Detection - Ticketing Software

Agent Collision Detection

While solving tickets there is every chance that two or more staff agents end up replying to same ticket which may look bad from customers point of view. With Vision Helpdesk staff can lock tickets they are working on thus others see the lock and thus avoids multiple replies.

Time Tracking in Ticket Management Software

Time Tracking

Staff can note the time spent while solving tickets using timer available on ticket they are working, Add a billing note to ticket with time spent and billable time. Download time tracking report per client and per department with in given duration.

Ticket Management Software Additional Features

Split Ticket

Split a ticket into new ticket

Merge Tickets

Merge multiple tickets into one ticket

Link Tickets

Show a relation between different tickets with a appropriate link

Custom Fields

create additional fields on ticket creation and client registration forms.


Light weight html editor with inline image support

Ban or Mark Spam

Ban a client from submitting tickets or mark a ticket spam

Inline Image Support

Add inline images to your ticket posts

Export Tickets

Export pdf or CSV for tickets

Reply, Reply All and Forward Tickets

Just like your email client you can reply, reply all or forward tickets

Assign multiple staff agents

Assign single ticket to multiple staff agents

Ticket Private Notes

Add a private staff only visible note to tickets for internal communication for staff

Staff Comments

Leave a private comment on tickets for other staff members.

Mass Operations

One click mass operation on different ticket properties

Multiple Attachments

Supports all attachment extensions

Canned Responses

Include knowledge base articles in ticket reply with one click

Ticket Rating

Customers can review or rate tickets from client portal

Vision HelpdeskTicket Management