| A trouble ticket system (TTS) is usually a software | | | | and time taken for resolving the problem, ensuring |
| application that receives customer requests in the | | | | compliance to standardized workflows, and enabling |
| form of trouble tickets and then proceeds to verify, | | | | analysis of common and frequent problem or ticketing |
| group and assign them to a function or person for | | | | areas. In addition, most TTS generate alerts |
| further action - until the request is fulfilled or the | | | | automatically, allow collection of customer questions |
| problem resolved. The trouble ticket then becomes a | | | | and their solutions in a FAQ format and ensure |
| closed ticket. In its function, a trouble ticket is similar to | | | | adherence to agreed policies such as service level |
| the hospital reports or charts hung beside a patient's | | | | agreements. |
| bed. The similarity arises because both the chart and | | | | To ensure compliance, a TTS may prioritize a ticket |
| ticket start with a problem and gradually progress to | | | | created by a customer in accordance with the service |
| reflect the work done on it by multiple people at | | | | level agreement and operational level agreement. It |
| various stages. | | | | sends e-mails to notify service staff about the new |
| A modern trouble ticket is identified as the electronic | | | | customer request. Certain tickets such as the help |
| form of a customer request. The request may consist | | | | desk software tickets from Applied Innovation |
| of an unexpected problem, a suggestion for | | | | Management can be set to be completed by or on a |
| improvement, an inquiry for information, or a request | | | | certain date. You can use this feature to schedule |
| for an upgrade. A customer with a problem can | | | | system backups and upgrade. Ticketing systems such |
| create a trouble ticket as easily as filling up a form. A | | | | as HDEIT provide a To Do Calendar feature that |
| trouble ticket consists of a ticket number, the name, | | | | displays a monthly report of all the activities generated |
| telephone, address and other details of the creator of | | | | by tickets. To enable easy identification and resolution |
| the ticket, the time of creation, the priority, closing date, | | | | between simultaneous requests, it also breaks down |
| group or subgroup, request description, solution, owner, | | | | an issue to highlight the priority of the issue. |
| status (open, assigned, in process, or closed) and time | | | | AIM's trouble ticket system provides an Alarm feature, |
| taken for arriving at the solution. | | | | which can be used to alert service staff about an |
| The trouble ticket system of today uses Web, emails | | | | overdue ticket or a pending ticket. Service |
| and fax as its media and connects with other systems | | | | administrators can use this feature in tandem with |
| such as customer database. These systems perform | | | | HDEIT's target reporting feature to control and be |
| multiple functions including compilation of problems, | | | | aware of who is assigned to what issue and ensure |
| distribution and assigning problems to different | | | | that no issues go unattended. |
| functions or support personnel, monitoring the actions | | | | |