ITSM Ticketing System | AI Ticketing Powered by SysAid

A Robust Ticketing System That’s Driven by Results

Generative AI in ITSM

Bake generative AI into every aspect of service management with SysAid Copilot. So you can deliver exceptional service, faster and more accurately than ever before – while continuously improving your system through real-time data.

Incident Management

SysAid’s incident management capabilities help you to log, process, manage, and report on the issues that adversely affect your end users, as well as IT and business services.

Self-Service Portal

SysAid’s Self-Service Portal, now powered by the AI Chatbot, helps employees get help and resolve issues faster in a conversational way.

It allows end users to perform a variety of IT-related tasks or interactions: submitting and checking the status of incidents, viewing IT announcements, and contacting IT via chat. End users can access self-service options. These include a service catalog, FAQs, and password reset.

They can also take part in change management processes. Additionally, they can access their desktops remotely using SysAid Remote Desktop.
That ultimately means less repetitive work for agents and higher CSAT scores across the organization.

Knowledge Base

SysAid’s Knowledge Base is a repository of tips and how-to solutions for both agents and end users. Agents can share their knowledge with peers, such as solutions to IT issues, and also provide knowledge articles for end-user self-help. The Knowledge Base is integrated within SysAid’s ticketing system so agents can easily find helpful articles from within a ticket or proactively suggest articles to end users while they are typing in the title of their ticket.

SysAid Copilot learns from your organization’s knowledge base, articles, internal data, and ticket history. It also uses verified external data sources, links, and documents. So, when tickets come in, they are well-structured with all the information agents need, at their fingertips, to resolve issues faster and more effectively.

Email Integration

SysAid’s ticketing system works with your corporate email system. Tickets can be submitted via email to one or more dedicated email addresses. Inbound email accounts are monitored by SysAid, and the new messages are automatically converted into tickets (including the attachments). Incoming emails related to existing tickets are automatically added to the relevant ticket’s internal messages section.

Our AI Email bot automatically creates tickets using AI ticketing when an employee sends an email to IT. And when an AI response is available based on the issue submitted, it delivers an immediate response to help them resolve issues before an agent even sees the ticket.

Customizable UI

With SysAid, it’s possible to customize the user interface, printouts, notifications, FAQs, and Knowledge Base items to suit your company’s exact design needs. Create custom views and templates in a matter of minutes with simple drag-and-drop functionality.

Escalation Rules

SysAid provides powerful, built-in automation capabilities that allow you to set up and operate ticket-related rules based on a variety of criteria and with a wide range of notifications options. For example, you might want to escalate a new ticket. You can do this by changing its priority and notifying a manager. This is important if the ticket hasn’t been assigned and classified within one hour of receiving it.

Routing Rules

SysAid can automatically assign tickets to the most appropriate, or pre-determined, agent or technicians based on their properties, such as SLA, company, user group, and category. For example, a certain technician is automatically assigned to a ticket based on the requesting user’s business function or the type of issue.

When tickets come in via the AI Chatbot, they’re automatically categorized and routed to the right people. In fact, with SysAid Copilot’s Assistive AI, you even get suggestions for more appropriate categories for tickets that come in through other channels. That reduces human error and improves MTTR.

Learn More about IT Ticketing Systems

What is an IT Ticketing System?

An IT ticketing system, or as the cool kids call it, a help desk ticketing system, enables IT Support folks to stay organized, focused, efficient, and effective, thanks to the help of ticketing software. For example, you might want to escalate a new ticket. You can do this by changing its priority and notifying a manager. This is important if the ticket hasn’t been assigned and classified within one hour of receiving it.

The incorporation of AI in our ticketing system positively impacts costs and revenues, customer retention, and public brand image. Basically, all the good stuff.

How can IT Ticketing Systems help you?

Ticketing systems are like your IT BFFs (surprisingly helpful ones) that are there to support and help you deal with any issues or incidents within your organization. These systems use ticketing software to assist you in managing the incidents from the moment they’re captured, all the way through to their resolution. They can:

• Boost Productivity and Employee Satisfaction

A major internal incident turned into a public catastrophe is a nightmare scenario for any organization. A ticketing system is your “somebody-pinch-me” type of tool.

• Save Time and Money

Downtime is money. IT professionals waste less time on unnecessary manual processes, freeing up valuable time for more important work.

• Better Support, Happier Everyone

By systematically capturing tickets and categorizing them correctly, a ticketing system allows for proper management of incidents leading to quicker resolution time.

• Size Up Your Ticketing Needs

Ticket Lifecycle Stages, from Identification to Resolution

Identify and Capture Issues

The initial identification and capture can come from a wide range of sources. An effective help desk ticketing system is judged based on its ability to be able to support all types of identification via the ticketing software. Which of course, should always be on high alert to adapt to the next source of trouble that’s always lurking in the making.

• Automatic Detection

Monitoring IT ticketing tools should be able to communicate directly with the ticketing system and initiate a response before any evidence is apparent to end users.

• Telephone & Walk-up

End users can communicate directly with IT support staff that can assist them with any issue they’re having, because everything’s always better after talking to someone.

• Email & Social Triggers

End users can use their social channels and email to express their concerns or requests directly to IT, whilst seamlessly opening tickets in the process.

• End User with an Early Start

Empower your end users with the Self-Service Portal where they can manually enter their requests as well as gain an insight into the progress and potential ETA for resolution, all without needing to call support.

Record Issues and Track Progress with Ticket Tracking Software

After detecting the issues, we need to record them in a well-defined and structured manner in the ticket management system according to segments like categories, urgency, and impact. Ticket tracking software is what will manage your workflow, and enable you to stay ahead of the game so no ticket gets lost.

Execute Ticket Management

What is Ticket Management?

Great, your ticketing system is live! Now, you can ace ticket management. The system, paired with your IT team, efficiently distributes and prioritizes tickets, tackling the urgent ones first. Once solved, they’re swiftly closed, keeping the IT workflow smooth.

Most issues, like the classic printer installs and password resets, are usually repeats. A robust ticketing system (think top-tier quality) handles these with ease, freeing up your team for more complex tasks.

The key to success? Powering your ticketing system with AI so it not only fixes problems but also streamlines processes with smart automation and self-service options, making life easier for both IT agents and end users. That’s the mark of a truly effective system!

Resolve the Ticket

Best practices of updating the knowledge base and doing continual service improvement after resolution of tickets ensures:

• Thorough IT checkups in-line with activity and priority, to meet your business needs
• Automate repetitive tasks so IT agents can focus on strategic work
• A positive perception of IT and the services they provide, benefiting your business
• Saving both time & resources while streamlining business efficiency
• Wow end users with a seamless, consumer-grade experience

Summary

1. If IT was a language, the ticketing system is what would allow your organization’s support teams to perfectly speak, write, and even rap IT, while doing their job. A good ticketing solution makes the end-users experience smooth and runs the business with the maximum efficiency possible.
2. A ticketing system is what allows your organization to deliver a seamless and coordinated response. It equips your IT support teams with proper ticketing tools designed to take on an array of incidents. It also provides total control over the process through the ticket management system, and direct communication on the exact status of any issue. And a good ticketing system is what also makes the IT job a heck of a lot easier.