---
Title: "What Is a Ticketing System? Definition and Features"
Url: "https://computer.io/glossary/ticketing-system"
Topic: "Ticketing"
Description: "A ticketing system records, tracks and manages customer or employee requests as tickets until resolved. Core features, types and AI ticketing."
---

# What is a ticketing system?

A ticketing system is software that turns each customer or employee request into a ticket, a trackable record that is assigned, prioritized, worked on and resolved, so teams can manage requests from every channel in one place and measure response times, workload and outcomes.

## Core features

| Feature | Purpose |
| --- | --- |
| Multichannel intake | Email, chat, portal, phone, Slack |
| Assignment and routing | Right agent or team |
| Priorities and SLAs | Meet response targets |
| Status tracking | Open, pending, solved |
| Knowledge base | Self-service and agent answers |
| Reporting | Volume, speed, satisfaction |
| Automation and AI | Triage, replies, resolution |

## Types

Customer support ticketing (help desks), IT service management (service desks), and internal request systems for HR, finance or facilities.

## AI ticketing

AI ticketing systems classify and route tickets automatically, draft replies, and use AI agents to resolve routine requests before a person ever picks them up.

## FAQ

### What is an example of a ticketing system?

Zendesk, Freshdesk, ServiceNow, Jira Service Management and DevRev are examples.

### Why do companies use ticketing systems?

To avoid lost requests, prioritize work, track performance and give customers consistent service.

### What is a cloud-based ticketing system?

A ticketing system delivered as SaaS, with no servers to maintain and access from any browser.

## Related terms

- [Support ticket](https://computer.io/glossary/support-ticket)
- [Help desk](https://computer.io/glossary/help-desk)
- [Ticket management](https://computer.io/glossary/ticket-management)
- [How do you choose the best AI ticketing system?](https://computer.io/answers/how-to-choose-an-ai-ticketing-system)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)
- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Compare

- [Devrev vs zendesk](https://devrev.ai/compare/devrev-vs-zendesk)
- [Devrev vs freshdesk](https://devrev.ai/compare/devrev-vs-freshdesk)

## Further reading

- [Ticketing system software](https://devrev.ai/blog/ticketing-system-software)
- [What is a ticketing system](https://devrev.ai/blog/what-is-a-ticketing-system)
- [Automated ticketing systems](https://devrev.ai/blog/automated-ticketing-systems)