What is a help desk ticketing system?

 What is a help desk ticketing system?

A help desk goes by others names such as customer support desk and service desk software. A help desk support system is a SaaS-based software designed to automate ticket management and enable a smooth customer complaint resolution process.



The primary focus here is customers of the business who reach out to the help desk through chatbot, live chat support, e-mail, social media and calls.

How does a help desk ticketing system work?

Imagine Customer A faces an issue and requires customer support. Customer A approaches a customer support agent through one of the channels.

The agent will create a customer service ticket using the help desk ticketing system, which eases this process by eliminating the need to enter information manually.

A single ticketing system enables internal collaboration and automates daily workflow with increased opportunities to provide seamless customer support.

How does a help desk ticketing system help my team?

The Kapture CRM

help desk ticketing system enables businesses to provide their agents with a dashboard equipped with features that boost customer support and satisfaction.

Listed below are features of Kapture CRM that can enhance your help desk ticketing process:

Reduced ticket backlogs 

With Kapture CRM, agents can easily create and attend to customer tickets. Kapture Mobile CRM makes it possible for the service team to attend to customer queries from wherever they are, improving efficiency and productivity. Easy management, communication and follow-up reduct ticket backlogs.

Ease of ticket management

Kapture help desk ticketing system centralises all functions required to one dashboard, making it easier for agents to manage tickets. Agents have access to tickets from various channels in one inbox so that they can focus on resolving issues quickly.

Easy tracking and updating process

Agents and managers can track the progress of a ticket on the Kapture help desk ticketing system. From creating a ticket, updating customers about the progress and capturing feedback, Kapture has the capability to manage it all flawless.

Revenue growth

With excellent customer service comes customer satisfaction and loyalty. If agents cater to customer queries and can provide quick solutions, customers will feel valued. A loyal customer base can result in steady revenue growth.

Highest customer support standard

Customer service is a crucial part of the business. Agents are the face of the organization. Customers will feel like they are being paid attention to when agents can communicate easily with the customer. With the Kapture helpdesk ticketing system, agents can refer to ticket history instead of asking customers for the information every time. The Kapture helpdesk ticketing system makes it easier for agents to attend to customer queries to avoid an influx of tickets and ensure top-notch customer support.




A help desk ticketing system, as seen, is a valuable tool to boost customer support, customer loyalty and ease of ticket processing and management. Customer queries and issues require attention based on priority, no doubt, but equal attention and the same high standard of quality customer support is possible with the Kapture help desk ticketing system.