The Difference between Ticket Desk and Service Desk
Is there a difference between the ticket desk and the service desk? For several years, people have viewed the ticket desk and service desk as two completely different systems. But, the difference between them is just a semantic distinction.
You may not agree with me now. But, in this article, I will explore the differences and similarities between service and ticket desks. In the end, it will be up to you and your organization to decide what to call the system that provides customer support is called.
I will start with a few of the most widely used definitions of ticket desk and service desk, and then I'll give you a few tips on choosing what is right for your company.
What is a Ticket Desk?
An IT ticket desk is a system whose primary goal is to quickly resolve the technical issues and immediately tend to the end user's immediate needs. The ticket desk has a reactive nature. It can also either be part or separate from the larger service desk operation.
Key functions of ticket service desk include:- Automating ticket creation, routing, ticket tracking, and email notifications.
- Acting as a single point of contact for the IT support team.
- Managing basic service and incident management.
- Displaying self-service options for end-users
Which Company May Opt to Have a Ticket Desk?
This system provides technical support for service requests, incident management, and basic change enablement functionality. Therefore, a ticket desk is ideal for less complex organizations that have minimal reliance on IT because it is a cost-effective choice compared to a service desk.
Full-blown service management solutions are not for all companies. Smaller organizations could use ticket desk systems to increase their IT service management capabilities without wasting resources on a complete service management system, most of whose benefits they will not be able to reap.
What is a service desk?
The IT service desk has a broader function compared to the ticket desk. It is cross-organizational and more strategic. It is used in a wider context rather than resolving user issues like the ticket desk does.
Functions of a Service Desk- Managing service requests from users
- Coordinating communication between users
- Improving business and IT processes across the organization
- Performing all the functions of a ticket desk.
- It has full integration with other ITSM processes
- Acts as a SPOC for all business operations and IT applications
- Tracks service providers' compliance with service level agreements
- Communicates and integrates with the configuration management database
- Provides self-service capability with an integrated service log to customers
This system is ideal for a large and complex organization. It relies on complex IT infrastructure to help the company integrate with third-party vendors through an integrated service desk.
How to Choose the Right System for your Company?
There are a lot of conversations about how different systems facilitate the work that needs to be done in various organizations. Sometimes it's hard to pick what is best for your company, especially when the conversations are more promotional than objective.
Here are a few tips to help you choose the most appropriate tool for your organization.
Keep it simpleAs mentioned earlier small organizations end up wasting resources on complex IT infrastructure that they don't utilize. Hence, it's important to always keep it simple. Identify the needs of your organization and choose a tool that adequately fulfills those needs. If your organization is large, you do not want to get an inadequate system too. However, keep in mind that more is not always better.
Start with the BasicsStart from the basics, and then get a tool that grows with you. This will ensure you utilize resources appropriately as your capabilities become valuable. Gradually move from a ticket desk system to a service desk as your company expands and your IT infrastructure becomes complex.
Don't be Blinded by State-of-the-art Programs.
In today's service management market, as in any other market, everything is in glitter. The lure of added complex features often sways customers into spending more than they need or had planned for.
Bottom Line
This article has described the differences that distinguish between ticket desk and service desk. However, as you have realized, there is no great difference between service and ticket desk apart from the scales used by these services.
So, it is up to you to choose a support system that is most suitable for your organization. Whether you call it a ticket desk or a service desk doesn't matter as long as it helps you realize your business goals.