Ticket system

Definition: A ticket system is a tool that is used to manage customer inquiries and orders. Each request generates a ticket so that requests are not lost and can be processed with all the associated information.

With the help of a ticket system, projects can be carried out efficiently in collaboration between customers and service providers. As a hosted project management tool, all project participants can access it online and view the status of the project or individual tasks at any time. This leads to a high degree of transparency.

Each participant can be assigned a user role, which includes certain rights. This ensures that users can only use the functions they need for their work.

General work with the ticket system

Although the systems of the various providers differ, the basic functions should be roughly the same everywhere:

Projects can be created in the system. Tickets are created in the project itself, which are then processed. Tickets can be tasks, but also error reports, ideas or documentation. In most cases, ticket types can be created as required so that each project can be optimally configured. A project in which regular meetings take place can be expanded to include "meeting tickets".

A ticket usually contains the following information:

Ticket name: What is it about?
Description text: More detailed explanation of the task to be performed or the problem
Type of ticket: e.g. error message, task
Assigned person: Who should process the ticket?
Status: E.g. New, In progress, Needs feedback, Done
Comment option: Supports communication and serves as documentation

Other useful information that tickets can contain is the progress as a percentage status, whether the ticket has already been paid for or, in the case of complex projects, the customer's billing office to which this ticket belongs. Good systems are very flexible here and allow simple and highly user-defined configuration.

Tickets can often be linked to other tickets if they belong together thematically. Tickets can also be given sub-tickets, which is particularly useful if a ticket is further specified and subdivided into several tickets.

A ticket system is particularly suitable for complex or agile projects, especially if the corresponding functions are available for working with agile project methods. The fact that all information can be recorded at a glance means that there is no need to make inquiries by phone or email to other parties involved.

What needs to be considered when using a ticket system?

Such systems are designed to help make everyday project work more efficient and effective. To ensure this, the most important thing when using a ticket system is that it is used conscientiously and correctly by everyone involved, because if tickets are not maintained, they are just an additional burden in the project work.

Especially when tasks become complex, a ticket system should be as freely configurable as possible in order to be able to map all the information that the project and individual tasks should contain in tickets. This includes, for example, the definition of milestones, booking numbers or user-defined information fields such as notes.

To make working with the ticket system easier, there should be an email connection so that users who are assigned tickets are informed by email. This increases the likelihood of tickets being processed quickly.

The decision for a ticket system should be made together with all project participants in order to ensure the highest possible willingness to use the system conscientiously.

Our article "Dictionary for communication with agencies" may also be of interest to you in this context.

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