What Exactly Is an Internal Help Desk Ticketing System?

Modify All Data Salesforce

Last Updated: February 2024

Employees love (need) to raise tickets. They do so to report system issues, request software upgrades, inquire about policies, travel reimbursements, communicate security threats, and so on. Statistically speaking:

  • 19% of an employee’s time is used in searching and gathering information.
  • 14% of an employee’s time is spent in internal communications.
  • 28% of an employee’s time is spent attending to emails.


So, all the instances mentioned above and several similar cases inevitably trigger tickets from the staff. Nevertheless, you cannot stop your staff from creating tickets, but you can certainly simplify the process and close on the tickets faster.

An internal ticket system streamlines this vital process of collaboration between teams. It ensures no employee queries are left unaddressed, just as customer ticketing systems cater to external clients’ tickets.

So it’s clear: installing a dedicated internal help desk ticketing system could benefit your issue resolution process.

What is an Internal Ticket Help Desk?

For starters, a helpdesk is a system that captures customer queries from multiple platforms and hosts them in one place. It is software that tracks a query right from its origin to the solution.

Similarly, an internal help desk is a ticketing system focused on internal teammates instead of external customers. For instance, employers can carry out IT-exclusive or non-IT internal operations and queries with an internal ticket system.

Such software typically handles everything from recording queries, monitoring them, to resolving them. A shared inbox, a knowledge base, and a live chat solution are some of the internal help desk features. However, not all help desks have all of the tools.

In some cases, companies do not need two separate software to handle internal and external queries. Instead, they can use a single, efficient ticketing system as an external and an internal help desk.

5 Ways in Which Internal Ticketing System Helps Orgs

Having your internal help desk ticketing system up and running brings along a lot of perks. Here are five ways in which you can expect it to make a difference:

1. Find a solution

Knowledge bases and chatbots integrated into internal ticketing systems help employees find a solution quickly. This makes the entire workforce resilient, and in the end, there is always an agent addressing unresolved queries.

2. Ramp up the query process

The automation process connects complex problems to the agents and regular problems to auto-responses. This speeds up the entire process of resolving issues and also spares employees from extra workload. The same goes for IT-related queries and IT professionals working out the IT tickets.

3. A hub of knowledge

Knowledge sharing is easy since orgs can easily integrate internal ticketing systems into many applications. Most of the internal team’s queries are about customers, and the knowledge hubs of internal help desks make it easy for employees to extract the data and information they need.

4. Humanistic

The entire internal ticketing process is still very humanistic, albeit focused on automating processes. This is because there is always an individual kept in the loop of internal help desks. Queries that integrated AIs and knowledge bases cannot fulfill are redirected to humans.

5. Better communication across departments

When your employees can help themselves, they become more aware of the departments functioning. Perfect alignments begin taking shape when your employees know the right way to communicate across departments.

5 Components to Root For in an Internal Ticket Help Desk

There is multiple internal help desk software available in the market. To ensure you have your hands on the right internal ticket software, look out for these five features:

1. Single sign-on or SSO


SSO gives your team the liberty to enter the software using log-in IDs they already have. You should not force them to create a new one every time they raise a ticket. This would simply make the process cumbersome or deter users from raising tickets vital for addressing issues.

Common options are SAML, Window-integrated authentication, Azure Active Directory via SAML, Google login, or oAuth protocol.

2. Easy workflow automation

Automation is the next big productivity tool for operations; efficiency is its by-product. Workflows are predefined processes that automate regular operations.

They can be composed of macros, SLAs, automation rules, bots, and third-party interfaces that handle routine tasks so that your staff can focus on larger, more complex challenges.

You can use business automation to set trigger actions based on the need of the hour. Using trigger actions, you can direct it to the right agent, send reminders, auto-response, repetitive queries, and more.

Automation even lets you fulfill IT department requirements such as system patching, file archiving, hardware checks, backups (and restores), security scans, software, and hardware upgrades.

3. Feasible integrations

You should be able to integrate your internal support software into email, messaging, HR, CRM, project management, bug tracking, and accounting. Organizations use a lot of software for different purposes, and the internal ticketing system should just be a part of them all.

Also, take notes that you need an API to integrate the internal IT ticketing system into custom-built software.

4. Knowledge base for your internal workforce

No matter how robust your internal support system is, employees will still want to resolve issues independently. This is where the internal help desk comes to aid.

It helps you pull together some common FAQs articles and publish them in a knowledge base of the internal ticketing system for quick reference. This would address most of the team’s queries and also help them track their support ticket.

5. Analytics


The number of tickets resolved does not necessarily reflect the success of your internal help desk mechanism. Therefore, you must identify the fundamental cause of typical tickets to solve critical issues that affect daily business operations.

Your internal help desk ticketing system should be able to generate reports so that you can analyze ticket progress and team performance. This will assist you in better understanding what types of issues are reported,  what IT spends the majority of its time on, and how to strengthen the mechanisms in place to ensure that operations continue to function smoothly.

Having an internal ticket system helps you move your business to the next level. When you efficiently cater to your hard-working employee’s needs, you motivate them to be productive.

That’s all about internal support. However, outsourcing to the right agency could make all the difference in external customer support. At Helplama, we understand how a fully personalized and integrated customer and employee service works. So, get in touch with us today to avail the right blend of customer and employee support.

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