What is a help desk ticketing system?

A help desk ticketing system is software used to provide a centralized location for logging and processing of tickets or incidents from end users or customers. Help desk software allows IT departments or customer service departments to keep track of all the issues, questions, requests, etc. from their users. The users could be internal employees or external customers depending on the industry or company. Help desk software usually provides features such as automated email to ticket conversion, automated categorization, routing, prioritization, escalation, notifications, service level management, end-user self service and knowledge management. Some help desk systems also integrate with end point management systems which enhances the ability of the IT team to troubleshoot technical issues on end user systems.