Ticketing System for Managing Help Desk Requests

Help desk software for collecting and managing support tickets from your external clients or internal employees. The ticketing system is integrated with asset management and inventory, a knowledge base, a client portal, as well as internal chat and messaging systems.

IT Ticketing System

Currently available software language versions

EN, FR, ES, DE, IT, UA, PL

Main Ticket Types

Enhancing issue resolution with specific ticket types in the help desk software.

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Incidents

Incidents in the ticketing system enable you to respond quickly and minimize the impact of critical situations on customer satisfaction and business continuity.

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Service Requests

Service requests in the ticketing system cater to specific customer needs or provide designated services, ensuring efficient handling of requests.

Comprehensive Ticketing Software for Help Desk

Advanced and customizable ticket management features.

Efficient Ticketing System

  • Integrated ticket management allows you to link assets, documents, and other tickets, with bulk editing capabilities.
  • The system includes features such as approvals, notes, emails, task and time management, and activity history.
  • It also supports SLA, tags, categories, rich text with attachments, urgency, impact, severity, and priorities.
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Workflow in the Help Desk System

Enhancing customer support efficiency.

Tailoring Ticket Properties for Enhanced Management

Customizing every aspect of ticket handling.

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Flexible Configuration

The ticketing system offers unparalleled flexibility in configuring ticket properties, allowing every attribute to be adjusted, disabled, or renamed according to your operational needs. Tailor visibility settings to determine which properties are exposed in the Client Portal, ensuring a customizable experience that can hide or display information based on the context. This level of customization empowers you to align the ticketing process closely with your ITSM/ITIL practices, enhancing both agent efficiency and client satisfaction.

Screenshot showcasing item property configuration in the Codenica application

Integrating Assets and Documents with Tickets

Streamlined attachment process for comprehensive issue resolution.

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Enhancing Context with Attachments

Codenica Help Desk software offers seamless integration of assets and documents with tickets, significantly speeding up the issue resolution process. By allowing attachments directly to tickets, agents gain immediate access to all relevant information, ensuring a more informed, efficient, and effective response to each customer or employee request. This functionality not only simplifies ticket management but also aligns with ITSM/ITIL practices, providing a holistic view of each issue within its operational context.

Screenshot from Codenica Help Desk software showing attached assets and documents.

Enhancing Resolution Through Ticket Linking

Efficient management of related tickets.

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Facilitating Connected Handling

Codenica Help Desk software's association feature streamlines issue resolution by allowing agents to work on related tickets from within a unified main view. This capability fosters a more organized approach to ticket management, ensuring that interconnected issues are addressed together, enhancing efficiency and coherence in problem-solving. It aligns with ITSM/ITIL methodologies by maintaining a structured and integrated process for handling complex or multipart requests.

Screenshot showing Codenica software.

Consolidated Client Communication Within a Single Ticket

Email correspondence in help desk ticket management.

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Email Interactions with the Requester

The ticketing system centralizes all client communication within the 'Conversations' group, ensuring that every email exchange related to a ticket is consolidated in one accessible location. This feature enables seamless information exchange directly within the ticket, where messages are instantly visible in the Client Portal and simultaneously sent via email. It enhances transparency, facilitates better customer service, and aligns with ITSM/ITIL principles. It provides a coherent, traceable history of all client interactions.

Screenshot showing emails organized in the 'Conversations' group within the Codenica software.

Public and Private Notes Within Tickets

Managing notes in the help desk system.

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Versatile Note Features

In the help desk ticketing software, notes play a crucial role in supplementing information. Private notes offer a secure space for support agents to share insights and information not visible to clients, ensuring confidentiality of internal communication. On the other hand, public notes provide transparency by allowing clients to view important information in a read-only mode directly within the ticket. This dual-note functionality supports comprehensive communication strategies, adhering to ITSM/ITIL standards by separating internal discussions from client-visible information.

Screenshot showing a section where multiple notes can be added in Codenica software.

Service Requests Within a Ticket

Client-defined request capabilities in the help desk software.

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Client Requests

Available with the Plus license, the Requested Items feature in the help desk system introduces service request functionality directly within tickets. Compliant with ITSM/ITIL standards, it allows clients to specify their needs precisely, facilitating efficient handling by support agents. This improves workflow by providing a more responsive and effective issue resolution process that meets both client expectations and service level agreements.

Screenshot showing the requested items feature in Codenica system.

Service Request Approvals (Plus License)

Streamlining the approval process in the help desk system.

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Approvals for Requested Items

Starting with the Plus license, the help desk system introduces an approval process for requested items. This feature allows support agents to obtain official approvals directly within the ticket, ensuring that all necessary consents are efficiently gathered before proceeding with fulfillment. Compliant with ITSM/ITIL best practices, this formalizes the approval process, enhances workflow transparency, and ensures accountability in managing service requests.

Screenshot showing the approvals section in Codenica software.

Task Management in Help Desk Tickets

Enhancing workflow by managing tasks within each ticket.

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Organizing Work Within Tickets

The task management feature in the help desk software allows you to break down the resolution process into manageable tasks directly within each ticket. This functionality facilitates a methodical approach to problem-solving, enabling detailed organization and assignment of specific actions required to resolve a ticket. It enhances team collaboration and ensures that every aspect of the resolution process is accounted for and managed transparently, in line with ITSM/ITIL best practices for structured service delivery.

Screenshot showing task management in Codenica software.

Time Management in Help Desk Tickets

Precise time tracking within each ticket.

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Time Recording in Tickets

The help desk system integrates an advanced time management feature that enables detailed tracking of the time spent by support agents on resolving issues. This functionality allows for recording time dedicated to specific tasks within each ticket, including any overtime. It aids in workload management, performance assessment, and ensures accurate billing, in line with ITSM/ITIL standards for efficient service delivery.

Screenshot showcasing time management in the Codenica software.

Frequently Asked Questions

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