Establishing a quality help desk ticket workflow is the key to achieving quicker and higher quality resolutions. Not only does this achieve better outcomes for users, but it also improves business operations and makes service departments more cost-effective. Many of the issues that cause delayed responses, missed tickets, or return tickets for issues that weren’t resolved correctly are caused by broken or poorly optimized help desk ticket workflows.

This post will help to answer the following questions: Incident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that many companies building out their IT department will likely implement an incident management ticketing system. Support tickets, or incidents, represent an individual user issue with a business’s product or IT network.