Ticketing System

A Ticketing System is a software solution that records, structures and tracks all incoming requests, incidents and problems as tickets. Every issue – whether an IT fault, a service request or a change request – is registered as a ticket and given a unique number. The ticketing system serves as the central tool for documenting the entire handling process, from intake through categorization and prioritization to resolution and final documentation.

Typically, a ticketing system makes it possible to assign owners, set processing deadlines (SLA dates) and track ticket status. A self-service portal is often integrated, allowing users to create tickets themselves and view their progress. Modern ticketing systems also offer automation features (e.g. automatic assignment or notifications) and can work with AI support to classify requests or suggest solutions.

Overall, a ticketing system ensures that no request is lost and that IT support is handled efficiently and traceably. Suitable ITSM software helps to manage such processes centrally and document them traceably.

See also: SLA, Incident Management and Service Request Management.