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