What is a ticketing system, and how do managed IT service providers leverage them to support their customers?

A ticketing system is a software application that allows organisations (such as Managed IT Service Providers) to track and manage customer support requests, also known as “tickets”. These systems typically include features such as the ability to create, assign, and track tickets, as well as the ability to prioritise and escalate tickets as needed.

Managed IT service providers use ticketing systems to track and manage the support requests of their customers. They typically assign a unique ticket number to each request, which allows them to easily track the progress of the request and communicate with the customer about the status of the issue. The ticketing system also allows the service provider to prioritise and assign tickets to the appropriate technician or team, and to set deadlines for resolution.

Additionally, some ticketing systems also allow automated tasks and notifications, such as sending automated email updates to customers when a ticket has been assigned, updated or closed, which help the provider improve their customer support experience.

Overall, ticketing systems are an important tool for managed IT service providers, as they allow them to efficiently and effectively manage and resolve customer support requests, and provide a high level of service to multiple customers at the same time.

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