Support ticketing, sometimes called internal or workplace ticketing, is a system or process in which employees submit requests or issues as “tickets” to the appropriate department, such as HR or IT. It’s similar to customer service support ticketing, but it’s internal—meaning it’s only used by members of an organization, and not by customers.
Companies typically use a ticketing software system to conduct internal ticketing, streamlining the process of making requests and resolving them.
Ticketing systems are usually either internal or external: internal ticketing systems are for members of an organization, and external ticketing systems are for customer use and involve requests from the customer to a company’s customer support team.
Within internal ticketing systems, there are options for IT ticketing, HR ticketing, facilities management ticketing, and so on—but at Eden, we believe that it’s easier to combine all departments under one umbrella with an internal ticketing system that can handle all of your workplace ticketing needs.
Broadly, an internal help desk and internal ticketing system are the same thing: A place where employees can submit requests and issues to a particular employee or department. Different tools break requests into “tickets” in different ways, but they are ultimately fulfilling the same function.
Eden integrates with the 3rd-party tools your team already uses—streamlining your workflow to help you work wonders.