Trouble ticket systems
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The document discusses and compares three trouble ticket systems: Freshservice, Team Support, and IssueTrak. It describes the features of each system, such as ticket management, customization, self-service, security, reporting and pricing. Based on the comparison of features and price, the document recommends Team Support as the most suitable system for UIS, primarily because it offers high customization and built-in reporting capabilities.
Trouble ticket systems
- 1. Trouble Ticket Systems By Guranna Biradar Manorika Yadav Prakruti Agarwal Trouble ticket systems can be used to track and manage computer network issues, as well as other IT issues. Do some research on the Internet to identify two to three major trouble ticket systems. Describe their features and capabilities. Compare and contrast them. Which one would be more suitable for UIS? Why?
- 2. Index 1. What is Trouble Ticket System.? 2. Basic workflow 3. Trouble Ticket Systems a) Freshservice b) Team Support c) IssueTrak 4. Comparison 5. Our Recommendation 6. References
- 3. What is Trouble Ticket System.? The ‘trouble ticketing system’ is computer software package that manages and maintains lists of issues, as needed by an organization. Mainly used in Information Technology, Technical Support, Service Help desk or customer support departments. Important features 1. Easy & effective ticket management 2. Customizable 3. Self Service 4. Security 5. Customer Survey 6. Reporting
- 4. Basic Workflow Trouble Ticket System Issue Assigned Issue Resolved Tracking, Managing, Reporting
- 5. Freshservice • A product by Freshdesk company. • Web based incident management tool. • Allows easy way if tracking down incidents, delegate service requests, check on your older ones and resolve issues without breaking a sweat. • Notifications delivered to your inbox and text message every time a ticket is assigned or any of your ticket is updated. • Pricing is up to 3 agent license is free for first 30 days and $15 per agent per month. • Add-on features like Live chat, Self Service, Service Desk Automation features can be added with minimum price.
- 6. Team Support • TeamSupport’s web-based collaborative ticket tracking system help resolve customer issues faster. • Allow users to attach screen recordings, screenshots, log reports etc. to describe the complete problem statement. • Email alerts and notifications. • Integrated Dashboard, Knowledge Base for reporting, exporting, filtering and sorting • Customer survey creation, reports. • Pricing is $30 per agent/monthly.
- 7. IssueTrak • IssueTrak's help desk is 100% Web-based. • Easily assign, track and manage ticket requests by prioritizing tickets a per the severity. • The reporting options available in IssueTrak's to create and run reports on numerous data fields to use in your IT decision making. • Add-on like Customer Survey, Self Service etc. can be integrated easily. • Pricing of IssueTrak system is based on the number of licensed users you require and the type of solution you choose. • Cloud = approx. $40 per agent/mo and On-Premises solutions = approx. $30 per agent/mo.
- 8. Comparison Features Easy & effective ticket management Yes Yes Yes Customizable Restricted Highly Restricted Self Service Add–on Built-in Add-on Security Fully Secured Fully Secured Fully Secured Customer Survey Add-on Built-in Add-on Reporting Add-on Built-in Built-in Price $15 per agent/mo $30 per agent/mo Approx. $30 per agent/mo
- 9. Our Recommendation! After comparing the features and price, we have come up with ‘Team Support’ as our choice of recommendation for UIS. The main reasons being 1) Its highly customizable which will help UIS to frame the portal department wise, like for Example a) ITS – Help categorizing Students, Staff, vendor and administrative issues. b) WebService - More development oriented fields for issues. c) Residence Services – Issues related to housing. 2) The reporting option will help in decision making like FAQ’s design, Decision making.
- 10. References • http://www.teamsupport.com/5-must-have-features-of-a-helpdesk- ticketing-system/ • http://www.capterra.com/issue-tracking-software/ • https://www.atlassian.com • http://www.issuetrak.com • http://www.teamsupport.com • https://www.g2crowd.com/categories/help-desk-best-of-breed